CHECK IN PROCEDURES

*To be performed by registration clerk and bell staff

Bellstaff:
-Good Morning Maam/ Sir. Welcome to FPST Hostel.
Bellstaff: May I help you with your luggage?
Guest: Yes please..
Bellstaff: Could you check Maam/Sir is all your luggage are complete before we let go with the cab?
Bellstaff: You have luggage/trolley/suitcase/backpack/sling (mention the name or kind of bag that the guest has
and also the quantity) example: You have 1 luggage. This way to the front desk Maam / Sir.
*note: if the guests luggage has been damage, mention it to him/her.
For example:
Bell staff: You have 1 luggage sir/maam, but one is damaged... this way to the front desk.

REGISTRATION:
FO: Good Morning Maam/sir. Welcome to FPST Hostel.

FO: May I present to you our tariff rate for your room selection. (Give the tariff rates to the guest and assist her/him )

FO: Good for how many nights Maam/sir and for how many persons?

*In case she/he cant choose, suggest her some rooms she/he may want

FO: May I suggest to you the deluxe room wherein you can see the overlooking of the city.

FO: (call the Housekeeping dept) Housekeeping department, can I ask if the room 12 ready for occupancy?

FO: thank you.

*if the status is VD, offer another room.. if he/she is willing to wait, then invite him/her at the coffeeshop

FO: Maam/Sir. May I request you to fill up the registration form.

*(while waiting for the guest to finish his/her guest portfolio, offer her/him other services that you have)

FO: we also offer other services like Bellevue bar, bicycle rent where you can tour around the hostel and on the right of our
mini village is the HMMM SPA with Jacuzzi and infinity pool. We also have here some brochures for kids package.

*make sure that everything is filled up

FO: Is everything okay maam/sir? Thank you. Sir/maam the hotel requires a deposit, would you like to pay in cash or
credit?

If credit:

FO: I receive name_card & the # of your credit card is 00000000.

If cash:

FO: I receive 1,000 pesos maam and heres your change.

If company billed, ask:

FO: sir/maam, it is our company policy to require an authorization letter for any company account. Since this is not yet with
us, I hope you dont mind if we have to place first your personal account but we will adjust your booking as company
account the moment we receive the letter. The letter must be prior to your check out. Is that okay with you maam/sir?
Thank you so much.

Once the bill is settled:

FO: Mrs. Ugat (address the guest to her/his last name), this is your hotel ID and room key, for your security, we request you
to present your ID each time for your key.

FO: Mrs. Ugat, your room is on the 2nd floor, our bell staff rose mae who will accompany you to your room. (Give your
romkey to the bell staff)

With a pleasant stay:

FO: Have a nice day Mrs. Ugat, we hope you will enjoy your stay with us, dont hesitate to call the front desk if you need any
assistance.

UNPACKING THE LUGGAGE DIALOGUE

BUTLER/BELL STAFF: This way to your room maam/sir.

Butler/bell staff: Welcome to your room sir/maam. (address the guest using last name)
Guest Thank you.

*before opening the guest assigned room, you should let your guest know how to use room key card to open the door or knock
or activate the doorbell. From your guest part, this may be his very first arrival in any hotel, so he or she may not know how to
use room key card.

BUTLER/BELL STAFF: Mr. Robin, Should I show you how to use your room key card.

*If he says yes then guide him this way:

BUTLER/BELL STAFF: First please insert your key card from the bottom to upwards and continue until you see the green light on.
Green light means it is ok. So, now proceed to the room as the door is open now.

Then politely seek his permission to make him familiarize with the facilities of the room. You can say:

BUTLER/BELL STAFF: Sir/Madam can I take some time to introduce features of this room.

If your guest agrees then explain the use of the facilities in the room such as air conditioning, Thermostat control and Bathroom
light switches. Give him/her information on following facilities:

Air Condition/Heater Controls

bathroom with feature of rainforest shower head
BOSE radio wave CD player
Broadband Data Port for high speed Internet access
Butler Service Brochure with Guest Preference Slip
Coffee/tea making facility
DND/Makeup room light switch
Personal Bar
Safe Deposit & Lobby Safe location
Telephone and Butler Service Button
Television and Remote Control Location
Always be careful about the safety and security. So, while escorting point out on fire emergency exit and fire extinguisher on the
floor.

You can instruct your guest in this way:

BUTLER/BELL STAFF: Your safety box is located here. It functions with 4-digit password, self-programmed, very convenient to use.
May I show you how to use it?

BUTLER/BELL STAFF: This is a Make-up Room & Do Not Disturb lights switch. Please do not switch on both lights at the same time
because it will only show Do Not Disturb light from outside.

BUTLER/BELL STAFF: This is Air-con Control Panel. You may adjust your room temperature with the switch here. Is your room
temperature comfortable to you now?

BUTLER/BELL STAFF: Your TV Remote Control is located here. We have 25 channels for your selection.

BUTLER/BELL STAFF: This is your Personal Bar and Butlers will replenish drinks here every day.

BUTLER/BELL STAFF: Here are coffee and tea making facilities.

BUTLER/BELL STAFF: One of the most useful features is our broadband data port, which provides you with complimentary high-
speed Internet access.

BUTLER/BELL STAFF: Here is your BOSE radio wave CD player. You may enjoy CD & radio music any time.

BUTLER/BELL STAFF: Here is your Bathroom, which has both bathtub and shower stall, which features with rainforest showerhead.

BUTLER/BELL STAFF: for your convenience, the hostel has provisions for room service from 7:00 am to 10:00 pm. The room service
menu is on the top of the night table. You may also dine at some of our outlets operating from 8:00 am to 11:00pm.

BUTLER/BELL STAFF: You may also avail of our laundry service. There is laundry bag in your drawer together with laundry rates.
Should you wish to go to entertainment. Our hostel has an entertainment bar call Bellevue operating from 6 pm to 12:00 am.

BUTLER/BELL STAFF: Is everything satisfactory Ms. Ugat, is there anything else I can do for you?

BUTLER/BELL STAFF: okay thank you Ms. Ugat, enjoy your stay in name of your hotel and dont hesitate to call the
housekeeping or room service if you need a butler. By the way Im state your name at your service!

*You should give your business card or tell him the way to contact you if needed.
*Wish your guest to have a pleasant stay upon leaving the room.
*If guest wish not to have room introduction at the moment, only point out In Room Safes location & Butler Service Button
before executing himself.
*For return or regular guest, just highlight any new services and facilities if any.

PACKING DIALOGUE:
The telephone rings

Butler- Housekeeping Department good morning, this is (name of the butler) How may I help you?

Guest I would like to request a butler to pack my luggage.

Butler May I know whos calling Sir/Maam?

Guest Im (name of guest) of room (room number of the guest)

Butler Ok Sir/maam of Room (room number of the guest) the butler will be in your room in a moment!

Guest Thank you!

Butler Youre welcome sir/maam! And Thank you for calling housekeeping.

Butler (Knock 3x) Housekeeping! Good day Sir! Im ________ your butler today.

Guest Come in!

Butler Good morning sir/maam! Im (name of the butler) your butler for today, Im here to pack your luggage! May I
have your luggage sir, and I start packing your things.

Guest Ok, heres the luggage.

Butler your luggage sir is packed and is ready for your travel.

Guest Thank you!

Butler Shall I carry it for you sir?

Guest Please!

Butler - My pleasure sir, shall we go ahead?

Would you like to check out sir/maam?

Guest Yes!

Butler From what room sir/maam?

Guest Room (guests room number)

Butler Ok Sir/Maam, your checkout time is 12:00 (military time) and

BUTLER/ BELL STAFF: Shall I accompany you to the parking area sir/maam?

Guest Please!

Butler This way sir/maam! Hows your stay in FPST HOSTEL sir/maam?

Guest Great!

Butler Oh, thank you sir/maam! Have a nice day and thank you for checking in FPST HOSTEL.

*note:

CHECK OUT PROCEDURES: