HOTEL CHECK IN PROCESS (WITH RESERVATION & WALK IN GUEST) // DIANE PEREZ

Summary

The transcript features a customer service interaction at Crimson Hotel, where a guest named Ms. Perez checks in for her reservation. She provides her identification and company details, confirming her stay in a deluxe room. The staff also assists a second guest, Ms. Paris, who inquires about available rooms, books a deluxe room, and settles the payment. The staff efficiently handles the check-in process, ensuring a pleasant experience for both guests. The interaction emphasizes professionalism, attention to detail, and hospitality, offering a smooth check-in procedure and a welcoming atmosphere.

Takeaways

• 😀 The interaction begins with a warm greeting from the hotel staff, welcoming the guest to Crimson Dal.
• 😀 The hotel staff asks the guest if they have completed the reservation process.
• 😀 The guest, Ms. Perez, provides her name, and the staff verifies the reservation in the system.
• 😀 The staff requests identification from the guest to confirm her details.
• 😀 Ms. Perez is identified as being from Malaysia, and she mentions she is attending a business conference.
• 😀 The staff confirms the reservation under the guest's company, 'Start Holding Enterprise Incorporated.'
• 😀 The reservation details include a deluxe room for July 24-26, 2020, with the company covering the bill of 70,000 pesos.
• 😀 The staff asks for the letter of authorization from the company and then asks the guest to sign the registration form.
• 😀 The guest is provided with a keycard and a porter, Nicole, is assigned to assist the guest to her room.
• 😀 The guest is advised to contact reception by dialing '7' if further assistance is needed during her stay.
• 😀 In another part of the script, a second guest arrives and inquires about room availability.
• 😀 The available room is a deluxe room, and the guest agrees to take it for 8,500 pesos.
• 😀 The second guest provides identification and is asked to sign the registration form before proceeding to payment.
• 😀 The payment for the second guest is processed via credit card, and a receipt is given.
• 😀 Similar to the first guest, the second guest is also given a keycard and escorted by porter Nicole to their room.

Q & A

What is the main purpose of the interaction in the transcript?

The main purpose of the interaction is for a hotel staff member to assist a guest with checking into the hotel, confirming their reservation, and ensuring they have all necessary information for their stay.

What information is required to confirm the reservation?

To confirm the reservation, the guest is asked to provide their name, identification card, and the name of the company covering the bill. Additionally, the reservation details, such as dates of stay and room type, are checked.

What is the guest's nationality and why are they visiting?

The guest is from Malaysia and is visiting for a business conference.

How does the hotel verify the guest's reservation?

The hotel staff member verifies the reservation by checking the system using the guest's provided information, such as their name and company details.

What is the total cost of the stay and who is responsible for payment?

The total cost of the stay is 70,000 pesos, and it will be settled by the guest's company, 'Start Holding Enterprise Incorporated.'

What does the guest need to provide at check-in aside from identification?

In addition to identification, the guest is required to sign a registration form to confirm the details of their stay.

How is the payment for the stay processed?

The payment is processed using a credit card, and the total amount of 8,500 pesos is paid upfront by the guest.

What additional assistance is provided to the guest after check-in?

After check-in, a hotel porter named Nicole assists the guest by accompanying them to their room with the keycard.

How can the guest request further assistance during their stay?

The guest can request further assistance by dialing '7' on the phone to connect to the reception desk.

What is the significance of the letter of authorization in the process?

The letter of authorization is needed to confirm that the guest's company is covering the cost of the stay, and it ensures that the payment will be processed through the company rather than the guest personally.