HANDLING CHECK IN AND CHECK OUT PROCESS
Check in Process Script
1. Greet and welcome the H: Hi Goodmorning maam! Welcome to MMSU Hostel. I am Hayselle.
guest. How may I help you today?
N: Hi Goodmorning! I am here for a reservation.
H: May I know your name ma'am?
N: I am Cyrus Cha
2. Confirm guest reservation H: Hello ma'am Cyrus, for the verification of reservation, may I please
details request your any valid Identification card ma'am?
N: Yeah! Sure! ( hand over the ID)
H: Please give me a second ma'am (check the system)
H: Oh I see ma'am Cyrus. You have been reserved an executive suite for
2 nights with room number 222 and your departure date will be on April
14, 2023. And also, you have requested to have dinner and a
transportation for your personal agenda. Is that correct maam?
N: That's right
3. Assist guest in filling the H: Here is your registration form ma'am.May I request you to kindly
registration card. check all the details and also kindly read the disclaimer. After checking
the form and understanding the disclaimer, you can affix your signature
here ma'am. Thank you.
N: Okay, wait a second (read and sign
4. Settle guest bill H: I would also like to remind you ma'am that you still have remaining
balance amounting of Php12,500. May I know how would you like to
settle the bill ma'am?
N: Thank you for informing me but I hope I can settle the bill upon my
checking out.
5. Issuing of room key and H:Here is your room key maam. Please allow me to remind you about
escort guest to his/her room the time for check out, it will be 12:00 oclock in the afternoon and as
well as your room rate covers your breakfast which we will serve 7 to 9
am in the breakfast hall or upon your service request and also about the
additional charges that may apply for any damages or loss in the hotel
facilities.
May I also introduce to you our escort who will be leading you to your
room. If you have any concerns, dont hesitate to ask for a help. You can
call or personally come here at front desk. Thank you for staying with us
and enjoy maam
Input Guest Extras (process at
least two extras)
1. Input the guest extras in
guest account (using the
system)
2. Double check the entries.
3. Compile and attach receipts
and other related
documents.
Check out Process
1. Welcome and greet the R: Good morning maam. Welcome! Can I help you?
guest. G: Yes please. I would like to check out today.
2. Ask for the guest’s name or R: Okay maam. May I ask your name and room number?
room number. G: I am Hayselle Rangpas. And I am from room number 222.
R: Wait a minute maam. Yes, maam. You are from room no 222 and you would
like to check out today right?
G: Yes
3. Retrieving the Room Key and R: So can I have your room key maam?
Inform Housekeeping (Good Morning. Room 222 for check out please. Thank you)
Department to check the
guest room.
4. Retrieve, Prepare and R: So here’s your guest folio Miss Chan. To check your bill.
Review the Folio G: Thank you
5. Present the billing statement R: So you have paid 50% downpayment with the amount of 10, 000. The other
of the guest. costs is the restaurant bill and transportation services. So your remaining
balance is 12, 500. How would you like to settle your bill miss Chan?
G: Now I like to pay by credit card.
R: May I have your card and valid ID please.
G: Here it is.
R: So while I process you’re your payment maam. Let me just provide you a
guest feedback form if you have any comments or suggestions.
G: Okay, thank you
R: So here’s your official receipt, credit card, valid ID. And kindly affix your
signature below maam. And may I request the feedback form if you’re done
already maam.
G: Here thank you
6. Provide post departure R: Alright maam, do you have any other concerns?
services. G: None anymore
R: Thank you for staying at the MMSU Hostel maam. Hope to see you again and
have a safe trip.
G: Thank you so much
