TLE FOS

GROUP 3 SCRIPT

Scenario 1: A guest complains about the noise from neighboring

rooms. How do you handle the situation?
Front desk officer : Chloe
Room 167 * guest is playing loud music* (Mariel)
Room 168 *guest is having a meeting online* (Xyryl)

Xyryl : What is your proposal earlier, I think that was better

*low volume of the person speaking, overlapped by the music*
Xyryl : Give me a minute, I’ll be right back
*calling the front desk, telephone dialing*

Chloe : Good Morning Maam! This is the front desk office, How may I help you?
Xyryl : Good morning too, I am just wondering if I can ask help regarding some
noises within my area, I guess the neighboring room was playing loud music. I am
currently on call for a meeting. Will you handle this situation for me, please?
Chloe : No problem maam, I’ll be right there.

*knocks at the door*

Chloe : Good morning maam, just to clarify things. The noises comes from your
neighboring room, Room 167, am I correct?
Xyryl : Yes, pls handle this situation for me pls, I really need to attend this meeting.
Chloe : We are so sorry about this situation, We will try our best to handle this and
will make sure it won’t happen again. Thank you for your patience!

*knocks at room 167*

Chloe : Good morning Sir!
Mariel : Good morning as well! Do you need something from me?
Chloe: We’ve been having noise complaints about the loud music you are playing
right now, would you mind to lower it down, some guests are having a hard time
doing their routines.
Mariel : Oh, I am very sorry about that. You see my headphones are currently
charging and I am practicing some steps right now. I though these walls can
maintain the peace outside.
Mariel : Look, I sincerely apologize for this situation, I’ll make sure this won’t happen
again. Sorry for making your work more complicated.
Chloe : This is part of our job, Thank you for your understanding and concern, if you
ever needed a room where you can have you dance practice, just let me know, we
can prepare one for you.
Mariel : That’s great then, Thank you!

Scenario#2:A guest checks out and leaves behind personal

belongings in the room. What steps do you take?
Front desk officer : Reyn
Hotel Housekeeper : Johmar
*room attendant cleaning the room”
*saw a purse*
*went to the front desk*

Johmar : Good afternoon!

Reyn : Good afternoon as well! How may I help you?
Johmar : The guest in room number 465, already left am I correct?
Reyn : Allow me to check it for a minute.
Reyn : The guest in room 465 already checked out
Johmar : I found a bracelet below the pillow, someone must have left it
Reyn : Did you bring it with you?
Johmar : Yes I did, Here it is
Johmar : *takes out the bracelet*
Reyn : I need to ask few questions about the item, Do you mind answering it?
Johmar : Not at all
*takes out a paper/form*
Reyn : Your full name, please?
Johmar : Johmar Bituin
Reyn : It is located in room 465 below the pillow, am I correct?
Johmar : Yes
Reyn : At what approximate time did you found the bracelet?
Johmar : *looks at his watch*
Johmar : Around 2:36pm, I assume
Reyn : It is color gold and it consists of brittling small diamond
Johmar : Indeed, I also noticed one piece of decoration missing
Reyn: That is very useful, Thank you for answering my questions, may I get your
signature for proof of this documentation?
Johmar : Sure you can
Johmar :*signed the paper*
Reyn : You may proceed now, thank you for your help
Johmar : It’s nothing. I’d like to thank you as well.

*Reyn went to the lost and found department*

Reyn : Good Morning maam: Another left belonging
Chloe : and the documentation?
Trishtan : Here it is, I’ll let you know if the assumed owner calls about it.
Chloe : Thank you

Scenario#3: A guest requests restaurant recommendations in the

area. How do you assist them?
Front desk : Anna
Guest : Johmar

Johmar : Good Afternoon!

Anna : Good afternoon, Sir! How can I help you?
Johmar : I am planning to dine in a restaurant for lunch, may I ask you for some
suggestion on what restaurant is the best here?
Anna : What kind of cuisine would you prefer, Sir?
Johmar : I would like to dine in a Italian cuisine pls,
Anna : We have 3 restaurants that offers Italian cuisine, the most visited one is the
Roma Ristorante Italiano
Johmar : No wonder, that is a very fancy name, may I know its location in the hotel?
Anna : Of course sir
Anna : *takes out a map/paper*
Anna : From the front desk office located in the lobby you need to walk straight here
, turn right until you saw a cake shop and then you need to turn right again. On the
left side you can see a coffee shop and beside it is the restaurant I recommended,
the Roma Ristorante Italiano. You can take this map so you would be guided along
the way.
Johmar : That’s great! Thank you for you help!
Anna : Your welcome sir, enjoy you lunch!

Scenario#4: A guest's room key card stops working. How do you

resolve the issue?
Front desk officer : Trishtan
Guest : Mariel

Mariel : Good Evening!

Trishtan : Good evening Maam, how can I help you?
Mariel : I was triying to open my room but the key card you provided earlier didn’t
work.
Trishtan : I sincerely apologize for this situation, may I have your keycard? It might
need to be re-encoded for it to work properly.
Mariel : *gives the keycard*
Trishtan : I am very sorry maam, but Do you mind waiting?
Mariel : Not at all
Trishtan : You can sit in those chairs to relax a little maam, some entertainment are
already prepared for you.
Mariel : Thank you!
Mariel : *sits on the chairs*
Trishtan : *re-encodes the keycard*

Trishtan : *went to mariel, and gave the keycard*

Trishtan : I sincerely apologize for the inconvenience this has caused, pls call the
front desk office if the key card didn’t work again, we will give you a replacement
card. Thank you for your patience!
Mariel : Thank you for you hard work, I appreciate it.

Scenario#5: A guest asks for assistance with booking a taxi to the

airport. What do you do?
Front desk officer : Xander
Guest : Xyryl

Xyryl : Good Evening!

Xander : Good Evening Maam, how may I help you?
Xyryl : I need to get a taxi, can you organize one for me?
Xander : No problem, where are you headed to?
Xyryl : To NAIA, please
Xander : What specific time do you need the taxi, maam?
Xyryl : As soon as possible.
Xander : Please wait for a moment, maam.
Xander : *dials telephone*
Xander : It will be right here after 5 minutes.
Xyryl : Thank you for you help.
Xander : No problem maam. Have a safe trip!