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Hotel Check-In Assistance Script

Mr. Johnson arrives at the hotel for check-in but finds his room is not ready. The receptionist apologizes for the delay, offers a complimentary drink, and recommends a nearby restaurant, confirming a reservation for Mr. Johnson. The receptionist also addresses language barriers by explaining terms clearly to ensure Mr. Johnson understands.

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Krizia Ortaleza
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821 views2 pages

Hotel Check-In Assistance Script

Mr. Johnson arrives at the hotel for check-in but finds his room is not ready. The receptionist apologizes for the delay, offers a complimentary drink, and recommends a nearby restaurant, confirming a reservation for Mr. Johnson. The receptionist also addresses language barriers by explaining terms clearly to ensure Mr. Johnson understands.

Uploaded by

Krizia Ortaleza
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd

Front Desk/Reception:

Scenario
A guest, Mr. Johnson, arrives at the hotel for check-in. He has a reservation, but the room isn’t ready
yet. He is in a hurry and requests suggestions for a nearby restaurant while waiting. He also has difficulty
understanding some terms due to language differences.

Step 1: Greeting the Guest


Receptionist (R):
(Smiling warmly)
"Good afternoon, sir! Welcome to [Hotel Name]. My name is [Your Name], and I’ll be assisting you today.
May I have your name, please?"
Guest (G):
"Yes, it’s John Johnson. I have a reservation."

Step 2: Checking the Reservation


R:
"Thank you, Mr. Johnson. Let me quickly look up your reservation."
(Types on the computer)
"Yes, I see your booking for a Deluxe Room. Unfortunately, your room isn’t quite ready yet as our
housekeeping team is completing final preparations. I sincerely apologize for the inconvenience. It should be
ready in about 20 minutes."
G:
"That’s disappointing. I was hoping to rest right away."

Step 3: Resolving the Complaint


R:
"I completely understand, sir, and I deeply apologize for the delay. To make your wait more comfortable, I’d
be happy to offer you a complimentary drink at our lobby lounge or expedite the cleaning process.
Additionally, if there’s anything else I can assist with during this time, please let me know."

Step 4: Providing Concierge Services


G:
"Well, I’m actually hungry. Can you recommend a good restaurant nearby?"
R:
"Of course, Mr. Johnson. We have a wonderful restaurant within the hotel that serves international cuisine.
If you’d like to try something local, there’s [Restaurant Name] just a 5-minute walk from here. Would you
like me to book a table for you?"
G:
"Yes, please do that. Thank you."
R:
"Certainly, sir. I’ll call them right away and confirm your reservation. I’ll also provide you with directions to
the restaurant."
Step 5: Addressing Language Barriers
G:
"What is... um... what is the 'specialty' of the restaurant?"
R:
(Speaking slowly and clearly)
"Their specialty means their best dish. They are known for their grilled seafood and fresh pasta. I’m happy
to explain any words or phrases you’re unfamiliar with—please feel free to ask."
G:
"Ah, I see! Thank you for explaining."

Step 6: Wrapping Up
R:
"You're very welcome, Mr. Johnson. Your reservation is confirmed, and here’s a map to the restaurant. I’ll
notify you the moment your room is ready. Please enjoy your meal, and let us know if you need anything
else."
G:
"Thank you for your help!"
R:
"My pleasure, sir. Have a great afternoon!"

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