ENTRANCE

Security: Good morning sir/maam, please show me your vaccine card or q.r code
Guest: Sure. Heres my card / qr code
Security: its done sir/maam thank you.
Guest. Thank you

Butler: Good Morning Ma’am/Sir! Welcome to Imperial Hotel, my name is _______,

how may I help you?

Guest: I have a reservation here.

Butler: Yes Ma’am/Sir. Let me assist you to the front desk. May I carry your luggage?

Guest: Sure! Thanks.

 Front desk: “Welcome to Imperial hotel , how can I help you ?”

Guest: Hi, i have a reservation here at 6:00pm

 Front desk: Yes sir/maam may i know your name maam/sir?
Guest: my name is
Front desk: let me check to our sytem immediately. May I get you something to drink
[latte/cappuccino/tea/hot cocoa/cocktail] or a [magazine/stylebook] to flip through while
you wait? “
Guest: No, thank you.
 Front desk: thank you for waiting sir/maam, here’s your key card, your room number
is 305 at he the 6th floor of the hotel please enjoy staying here thank you have a good
Day.
Guest: thank you.

After checking – in

 Carry the guest’s luggage and escort to the room

BUTLER:: please come with me maam/sir, i will lead to your room.

GUEST: Yes sure!

BUTLER: Before we arrive to your room, allow me to explain our hotel facilities.

Breakfast will be available at the Restaurant located at Lobby level from 6:00am to
10:00am.

BUTLER:  We also have Café and Business Center at Lobby level.

BUTLER:  Our meeting rooms are located on the 2nd floor, the swimming pool, spa and
fitness center are on the 5th floor. Let us know if you need to make reservations for our
hotel facilities.

GUEST: okay Thank you.

**inform the guest about the safety and security system.

BUTLER:  incase of emergency maam/sir we have fire extinguisher and fire exit area
every located on the floor also we have automatic fire and smoke detector every area
lobby floor and even inside of your guest room. And lastly we have cctv camera
everywhere.

GUEST: Yes. Thank you for the information.

Room Familiarization

BUTLER: We are in front of your room, Ma’am/Sir. May I have your key to open the
door for you?

GUEST: Sure. Thanks

 ****After entering the room

BUTLER: welcome to your room Ma’am/Sir Have a seat. Where do you like to put your
luggage sir/maam?

GUEST: Just Put the luggage on the luggage rack

BUTLER: heres your key maam, your key maam is automatic if you insert which means
all lights will switch on.

GUEST: okay thank you

Unpacking of clothes

BUTLER: Ma’am/Sir, may i have unpack your clothes and place it in the cabinet.

GUEST: Yes, you can.

BUTLER: Okay Ma’am/Sir.

GUEST: no, (if no) thank you

BUTLER:  Ma’am/Sir. Is there anything else I can do help you with?

GUEST: No, I think that’s enough.

(DONT READ IF THE GUEST REFUSE TO TOUCH HER/HIS THINGS FOR

UNPACKING CLOTHES)

****After unpacking

(read this if the guest allow you to touch her/his things)

BUTLER: I am done unpacking your clothes Ma’am/Sir. Is there anything else I can do
help you with?

GUEST: No, I think that’s enough. Thank you so much.

GUEST: Okay. Thank you.

EXPLAIN THE ROOM FACILITIES

BUTLER: Ma’am/Sir, allow me to explain the room facilities. You have safety deposit
box inside the wardrobe. You also have a mini bar, if you want to consume
snacks/drinks, don’t forget to fill the mini bar list. This is the remote control for your
television channel list. You have a view to the city, and this is your bed side lamp.
BUTLER:  Telephone to make an outgoing call, press 0 for operation assistance, 1 for
housekeeping, 2 for laundry, and 3 for room service. This is your air conditioner, and
lastly, this is your bathroom, for the water tap, red button for hot water and blue for cold
water.

Guest: Alright. I will ask you again if I forgot.

Butler: It is my pleasure, Ma’am/Sir. Please enjoy staying imperial hotel have a nice
day.

Guest: thank you

REQUEST OF GUEST:

(RING!!!! RING!!)

Front desk: Good Morning, Thank you for calling imperial hotel this is from
front desk how may i help you?

Guest: Hello, I would like to request 1pillow please.

Front desk: May I confirm your name and room number Ma’am/sir please?

Guest: This is from Room 305

Front desk: certainly sir/maam again, your requesting 1 pillow and its that correct
sir/maam?

Guest: Yes.thats correct.

Front desk: (recording in the book) what time would like to deliver your request
maam/sir?

Guest: after 30 minutes please.

Front desk: okay maam/sir, your order is confirmed, so please wait within 30 minutes to
deliver your request. Thank you and please enjoy your stay in imperial hotel.

Guest: thank you..

(Housekeeping department: )
(RING!!! RING!!)

Housekeeping: good morning /afternoon/evening, housekeeping department this is

how may i help you ?

Front desk: good morning /afternoon/evening this is from front desk ,

the room 305 requesting an one 1pillow and sent to room within 30 minutes.

Housekeeping: (writing in record request book) okay noted maam, again, the room
305 requesting an one 1pillow and sent to room within 30 minutes its that correct?

Front desk: yes, thats correct maam/sir.

Housekeeping: anything else maam/sir?

Front desk: thats all thank you

Housekeeping: your welcome and goodbye.

Front desk: goodbye.

Arrival of request

Housekeeping: (knock, knock) housekeeping service

Guest: Yes

Housekeeping: goodmorning sir/maam,my name is from housekeeping

department, this is your requesting 1 pillow May i come in sir/maam?

Guest: Sure. thank you.

Housekeeping: where do you like to put your pillow maam/sir?

Guest: just put on the top of the bed please.

Housekeeping: maam/sir, Is there anything else I can do help you with?

Guest: thats fine, thank you

Housekeeping: its my pleasure maam/sir,if you need further assistance during your
stay with us do not hesitate to contact me with speed dial 1 for housekeeping.

Guest: okay thank you.

Housekeeping: its pleasure to serve you. Please enjoy your staying in imperial hotel
thank you and have a nice day.

Valet Runner

Valet: (knock, knock) valet service

Guest: Yes

Valet: goodmorning sir/maam,my name is im your valet for today, may i come
in.?

Guest: Sure. thank you.

Valet:: maam/sir, Is there anything else I can do help you today?

Guest: right now. No, thank you.

(if the guest say yes listen first what her/his requesting while writing the request
form AND REPEAT What HER/HIS REQUESTING)

Valet:: OKAY maam/sir, again your requesting is its that correct

maam/sir?

Guest: yes, thats correct.

Valet: what time would like to delliver your request maam/sir?

Guest: ill need within 30minutes please.

Valet: its anything else maam/sir?

Guest: ill guess thats fine now thank you.

Valet:: its my pleasure to serve you maam/sir,if you need further assistance during your
staying with us do not hesitate to contact me with speed dial 2323

Guest: okay thank you.

Valet: Please enjoy your stay in imperial hotel thank you and have a nice day.

Packing of clothes

Valet: (knock, knock) valet service

Guest: Yes

Valet: (if YES) ,my name is im your valet for today. Are you extend your
days/vacation /leave maam/sir?

Guest: Yes

Valet: its there anything else i help you with?

Guest: Yes,

( if the guest is requesting, listen first and show the requesting form and write to
what desire her/his requesting)

(if the guest say yes listen first what her/his requesting while writing the request
form AND REPEAT WAHT HER/HIS REQUESTING)

Valet:: OKAY maam/sir, again your requesting is its that correct

maam/sir?

Guest: yes, thats correct.

Valet: what time would like to deliver your request maam/sir?

Guest: ill need within 30minutes please.

Valet: its anything else maam/sir?

Guest: ill guess thats fine now thank you.

Valet: (writing in request form) okay confirmed, again, your requesting

and deliver to your room within 30 minutes its that correct?

Guest: Thats correct.

Valet: anything else maam/sir?

Guest: thats fine now. Thank you.

Valet:: its my pleasure to serve you maam/sir,if you need further assistance during your
staying with us do not hesitate to contact me with speed dial 2323

Guest: okay thank you.

Guest: no

Valet: (IF NO) may i pack your clothes maam/sir?.

Guest: no need, its already done, thank you.

Valet: are you going now maam/sir?

Guest: not yet im still have a time. Thank you.

Valet: okay maam/sir, its my pleasure to serve you maam/sir,if you need further
assistance during your staying with us do not hesitate to contact me with speed dial
2323

Guest: Okay. Thank you.

  ****Start unpacking then after unpacking (if the guest allowed you to pack
HIS/HER clothes)

Valet: I am done packing your clothes Ma’am/Sir.

Guest: Thank you.

Valet: let me escort you in the front desk sir/maam.

Guest: thank you.

Valet: this way sir/maam.

*Assist the guest to the front desk to check out …

Valet: this way maam/sir,

Guest: thank you.

Front desk

Front desk:  good afternoon sir/maam. Are you checking out now?

Guest: Yes

Front desk: may i know your name maam/sir?

Guest: my name is

Front desk: okay sir/maam, just wait for a second please

Guest: Sure.

Front desk: what payment mode you like to pay sir/ maam cash or credit card?

Guest: credit card/cash please.

Front desk: OK. So the total comes to 4,123 pesos, including tax.

Guest: here we go.

Front desk: here your card/ change and receipt sir/maam Thank you for staying with us
have gooday!.

Guest: thank you.

. ***After check out

Valet: do you have a car maam/sir? Or i will call taxi?

Guest: yes i have a car

Valet: (if yes) This way to the parking lot, Ma’am/Sir.

Guest: no i dont have a car, just call the taxi please

Valet: (if no) okay maam/sir have a seat here, i will call a taxi.

Guest: alright, thank you.

Taxi area

(Ring!! Ring!!)

Security: goodmorning/afternoon/evening this is from security service how

may i help you?

Valet: goodmorning/afternoon/evening this is from valet service i requesting a

taxi for the guest its there available at this moment?

Security: okay just hold for a second please( checking taxi area ) YES ITS available.

Valet: okay sir/maam just hold a taxi please, WE WILL GO NOW . thank you.

Security: okay sir/maam noted (record/WRITING )

(waiting area for the guest)

(going to the guest)

Valet : maam/sir, let go to the taxi area, this way.

Guest: thank you.

 ***After putting the luggage to the compartment (PARKING lot/ taxi area)

Valet:: Thank you for staying with us, Ma’am/Sir. We look forward seeing you to your
next check in. Have a good day.

Guest: thank you.