Talk to the Guest

How to talk to guest

1. Welcoming Guest

2. Taking Reservations

3. Checking Guests In

4. Giving Information, Offering Assistance and Handling Complaints

5. Checking Guests Out



Hello, welcome to Aston Kupang

• Here’s a standard greeting you could use. Instead of a simple hello, you could also say good morning, good afternoon or good evening depending on the time of day the guest walks in.

How can I help you today?

• You can ask your guest this simple question at the beginning of their visit, or at any time during their stay.

  For a guest who’s new to your city, knowing that you’re there and ready to help will make them feel right at home.

Taking Reservations

Most guests make their reservations online. However,

if they’re unable or unwilling to do that, they may make their reservations by

phone. If that’s the case, here are some standard questions you might ask:

Standard Question of Taking Reservation

• What’s the date of your arrival?

• When are you planning to check out?

• How many people is this reservation for?

• What type of room would you prefer?

Checking Guests In

• Do you have a reservation?

• What name is the reservation under?

• Could I have your ID and credit card, please?

• Your room is on the [number] floor, room number [number].

• Breakfast is served from [time] to [time] every morning at/in [location/room].

Checking Guests In

• Breakfast is served from [time] to [time] every morning at/in [location/room].

• Breakfast is served from 6 to 9 a.m. every morning on the second floor, gourmet and coffee shop area

• Is there anything else I can help you with?

• In case they need more information or assistance, let them know that you’re always there to help. 

• Enjoy your stay.

Giving Information, Offering Assistance and Handling Complaints

Directions

Hotel services

Shuttle Services

• We have [scheduled services] that run to/from [location]. You’ll find [information] in/at/by [location].

• We have a shuttle service that runs to the airport from here. You’ll find the shuttle schedule by the reception desk.

  
  

• We have city tours that run between here, Lasiana and Tablolong beach. You’ll find brochures of all our city tours to the left of this lobby.

Direction-To get to [location], just…

• Guests often ask for directions on how to get to a certain location either within the hotel or outside. This statement can easily be adapted to suit different situations.

• To get to the gym, just go along this hallway and turn left. Take the elevator to the third floor and it is right in front of you.

• To get to the nearest rumah makan, just cross the street outside the hotel, turn left ,walk straight and it is on your left

Handling Complaint

• I’m sorry about that. Let me see how we can fix that right away.

• Your guest might mention (…or, yell) something they’re unhappy about. Maybe their towels need changing or their TV isn’t working.

• If you need anything else, please let us know.

Checking Guests Out

• Could I have your room number and key, please?

• Your total is [amount]. How will you be paying for this, please?

• Your total is $243. How will you be paying for this, please?

• Thank you and hope to see you again soon.