Percakapan di front office

1.Percakapan antara petugas Front Office Cashier/Front Desk Agent dengan tamu pada saat check out:
FDA    : Good Afternoon,sir.How May I Help You?
Guest    : Good Afternoon.I Want to check out,please.
FDA    : All Right,Sir.May I know your room number and may I have your key,sir?
Guest    : My Room Number is #1401 and this is my key.
FDA    : Thank You Very Much,sir.May I Have your name,sir?
Guest    : My Name is Agung Santoso.
FDA    : All Right Mr Agung.Wait a moment please I will prepare your bill first.
Guest    : Sure
FDA    : Thank you for waiting Mr Agung. Do you have last transaction for example minibar or laundry Mr Agung??
Guest    : I don’t Have.
FDA    : All Right Mr Agung.Would you like to check your bill?
Guest    : Yes.
(Guest Check the bill)
Guest    : Ok I think all correct.
FDA    : Thank you very much Mr Agung.Do you need supporting bill?
Guest    : Yes,Of Course.
FDA    : Mr Agung the total of the charge is Rp 4.000.000 and this already include tax and service.Do You want to settle by Cash or Credit Card Mr Agung?
Guest    : I’ll settle it by Credit Card.
FDA    : May I Have your Credit Card Mr Agung?
Guest    : Sure,Here It Is.
FDA    : Thank You Very Much Mr Agung.
FDA    : All Right Mr Agung.This Is Your Credit Card.May I Have Your Sign on Credit Card Slip and Bill,Mr Agung?
Guest    : Thank’s.Sure I will Sign it.
FDA    : This is your bill Mr Agung.Do you need transportation service for example like private car,shuttle bus or taxi?
Guest    : Yes,Can You call a taxi to go to the airport for me??
FDA    : Yes,Of Course.Our Concierge will call a taxi for you.Do you want to make future reservation Mr Agung?
Guest    : I’m not really sure.I Will call If I want to make Reservation.
FDA    : All Right Mr Agung.Thank you for staying with Us,We will looking forward to welcoming you again Mr Agung.Your Taxi already arrive,Mr Agung.Have a nice day and have a safe journey Mr Agung.
Guest    :Thank You Very Much.

.  Percakapan Receptionist dengan guest check out

Receptionist:    Hi there. Are you checking out now?

Guest:    Yes, sorry. I know we’re a few minutes late.

Receptionist:    That’s no problem. It’s always really busy at check out time anyway.

Guest:    Oh, really. The last hotel we stayed in charged us for a late check out.

Receptionist:    The hotel isn’t booked this week, so it’s not a problem. How was everything?

Guest:    The room was great. The beds were really comfortable.

Receptionist:    I’m glad you liked it.

Guest:    The kids were disappointed that the pool wasn’t open this morning, though.

Receptionist:    I apologize for that. We can’t get a cleaner in any earlier than 10 am.

Guest:    Well we had a nice swim last night anyhow.

Receptionist:    Will you be putting this on your credit card?

Guest:    No. I’ll pay cash..

Receptionist:    OK. So the total comes to $123.67, including tax.

 Guest:    I thought it was $115 even. That’s what they said yesterday when we checked in.

Receptionist:    Yes, but there is an extra room charge on your bill.

Guest:    Oh, I forgot. My husband ordered a plate of nachos. Sorry.

Receptionist:    No problem. So…from $140, here’s your change. Now, I’ll just need to ask you for your room keys.

3.Contoh percakapan antara Front Desk Assistant dengan guest saat menangani proses keberangkatan tamu :
FDA : Good morning, Mr. Bryant. I’m Laura as receptionist. How may I assist you?
G : Good morning, I want to check out now
FDA : Yes, Mr. Bryant. May I know your room number?
G : My room number is 1709
FDA : Alright Mr. Bryant, may I confirm your identify?
G : Yes please.
FDA : Your name is Laurentsius Bryant, your room number is 1709, you arrived on February 26th to February 27th. Is that’s right?
G : Yes, That’s right
FDA : May I have your room key?
G : Yes, this one
FDA : Wait a moment please. I will take your bill first.
G : OK
FDA : Thank you for your waiting Mr. Bryant
G : Yes, you’re welcome
FDA : May I know do you have any last transaction, for example like minibar or laundry?
G : Yes, I take 1 bottle Black Label from minibar.
FDA : Alright Mr. Levin, wait a moment please I will check to our minibar attendant
G : It’s OK
FDA : Thank you for your waiting Mr. Bryant, our minibar attendant said that you take 1 bottle Black Label and the price is Rp 120.000
G : Oh, okay no problem about the price
FDA : Alright Mr. Bryant, so your total is Rp 1.320.000, would you like to check the bill and may I know how will you settle your payment by cash or credit card?
G : OK ,I will settle by cash, and this is my money
FDA : Thank you Mr. Bryant, may I count it?
G : Yes, of course
FDA : Thank you Mr. Bryant, and would you like to use our transportation service such as private car, shuttle bus or taxi?
G : Can you tell me about them?
FDA : with my pleasure Mr. Bryant, we have private car, it will escorting you to the airport or public place, the price is Rp. 260.000 and for payment you have to pay directly in here, and you can wait the car around 5 minutes in our lobby,then we have shuttle bus, we provide it every 30 minutes and you can wait in our bus stop around 50m from our lobby . It will escorting you to the airport or public place and its free of charge, and also we provide taxi. It will escorting you to public place or airport also and you have to pay by cash and directly to the driver and you can wait the taxi around 10 minutes in our lobby. So, may I know which one do you need for your transportation, Mr. Levin?
G : I think I need the taxi please
FDA : Alright Mr. Bryant, please wait the taxi in our lobby meanwhile our porter call the taxi, and if the taxi is already, our porter will inform to you. Is there anything else, Mr. Bryant?
G : No, Thanks
FDA : Alright Mr. Bryant and may I have your sign in your bill and your cash receipt?
G : Of Course
FDA : Alright Mr. Bryant this is your bill and your cash receipt, and would you like to have a reservation for next time? Like next week or next month?
G : OK. Thanks, but for next reservation, I’m not sure,
FDA : Alright Mr. Bryant is there anything else?
G : No thanks
FDA : Alright Mr. Bryant, thank you for staying with us, Have a nice day
G : OK, you’re welcome

4. Contoh percakapan antara Front Desk Assistant dengan guest saat menangani proses keberangkatan tamu :

FDA : Good morning, Mr. Smithy, I’m Dwiyan as receptionist. How may I assist you?

G : Good morning, I want to check out now

FDA : Yes, Mr. Smithy. May I know your room number?

G : My room number is 2541

FDA : Alright Mr. Smithy, may I confirm your identify?

G : Yes please

FDA : You’re name is Smithy Werben Man Jensen, you room number is 2541, you arrive on January 2nd to January 7th. Is that’s right?

G : Yes, That’s right

FDA : May I have your room key?

G : Yes, this one

FDA : Wait a moment please. I will take your bill first.

G : OK

FDA : Thank you for your waiting Mr. Smithy

G : Yes, you’re welcome

FDA : May I know do you have any last transaction, for example like minibar or laundry?

                G : Yes, I take bottle of beer

FDA : Alright Mr. Smithy, wait a moment please I will check to our minibar attendant

G : It’s OK

FDA : Thank you for your waiting Mr. Smithy, our minibar attendant said that you bottle of beer and the price is Rp 75.000,00

G : Oh, okay no problem about the price

FDA : Alright Mr. Smithy, so your total is Rp 7.500.000, would you like to check the bill and may I know how will you settle your payment by cash or credit card?

G : OK ,I will settle by cash, and this is my money

FDA : Thank you Mr. Smithy, may I count it?

G : Yes, of course

FDA : Thank you Mr. Smithy, and would you like to use our transportation service such as private car, shuttle bus or taxi?

G : Can you tell me about them?

FDA : with my pleasure Mr. Smithy, we have private car, it will escorting you to the airport or public place, the price is 450.000 and for payment you have to pay directly in here, and you can wait the car around 5 minutes in our lobby,then we have shuttle bus, we provide it every 30 minutes and you can wait in our bus stop around 50m from our lobby . It will escorting you to the airport or public place and its free of charge, and also we provide taxi. It will escorting you to public place or airport also and you have to pay by cash and directly to the driver and you can wait the taxi around 10 minutes in our lobby. So, may I know which one do you need for your transportation, Mr. Smithy?

G : I think I need the taxi please

FDA : Alright Mr. Smithy, please wait the taxi in our lobby meanwhile our porter call the taxi, and if the taxi is already, our porter will inform to you. Is there anything else, Mr. Smithy?

G : No, Thanks

FDA : Alright Mr. Smithy, and may I have your sign in your bill and your cash receipt?

G : Of Course

FDA : Alright Mr. Smithy this is your bill and your cash receipt, and would you like to have a reservation for next time? Like next week or next month?

G : OK. Thanks, but for next reservation, I’m not sure,

FDA : Alright Mr. Smithy is there anything else?

G : No thanks

FDA : Alright Mr. Smithy, thank you for staying with us, Have a nice day

G : OK, you’re welcom

5. Contoh percakapan seorang Front Desk Attendant(FDA) dengan seorang Tamu Check out

FDA : Good afternoon , how may i asisst you Mrs ?

GUEST : Good afternoon, i want to check out, please.

FDA : Yes, Mrs, may i know your name ?

GUEST : My name is Lee Jessica.

FDA : Alright Mrs. Lee Jessica may I have your room number and your keycard room?

GUEST : Oh yes, my room number is #1721 and this is my key.

FDA : Thank you very much, Mrs.Jessica. please wait for a moment, i’ll prepare for your bill first

GUEST : Ohh , alright.

FDA: Thank you for waiting Mrs.Jessica. may i know do you have any last transaction for example like minibar or laundry Mrs ?

GUEST : No, i dont have .

FDA : Allright Mrs.Jessica, would you like to check your bill?

GUEST : Yes,Of course
(Guest Check the bill)

GUEST : Ok I think all correct.

FDA : Thank you very much Mrs.Jessica. Do you need supporting bill?

Guest : Yes,Of Course.

FDA : Mrs.Jessica. the total of the charge is Rp 5.500.000,00 and this already include tax and service. Do You want to settle by Cash or Credit Card Mrs.Jessica?

GUEST : I’ll settle it by cash, and this my money .

FDA : Thank you very much Mrs.Jessica, may I have your sign in your bill?

GUEST : Yeah sure, I will Sign it.

FDA : This is your bill Mrs.Jessica. Do you need transportation service for example like private car,shuttle bus or taxi?

GUEST : No, thanks my sister already waiting in front of hotel.

FDA : All Right Mrs.Jessica. Thank you for staying with Us,We will looking forward to welcoming you

again Mrs.Jessica. have nice day and have a safe journey Mrs.Jessica

GUEST : Thank You Very Much.

6. Contoh percakapan seorang Front Desk Attendant(FDA) dengan seorang Tamu check out

FDA : Good Afternoon Mam
G     : Hi Good afternoon, I want to check out please
FDA : Yes Mam. my i know your name and your room number?
G     : I’m Yohana Lindsay my room number is 1701
FDA : Allright Ms. Lindsay may i have your room key?
G     : Yes of course
FDA : Ms. Lindsay may i confirm your identity ?
G     : Yes please
FDA : Allright your name is Yohana Lindsay your room number is 1701 you check-in on November 11, 2012 to November 15, 2012. Is that right Ms. Lindsay?
G     : yes that’s right
FDA : Wait a moment please Ms. Lindsay  I will take your bill
G      : ok
FDA : Thankyou for your waiting Ms. Lindsay
G     : Welcome
FDA : Do you have any last minute transaction like mini bar or laundry Ms. Lindsay?
G     : I’m not sure may be I’m forget it, can you check it for me?
FDA :  Yes of course Ms. Lindsay, wait a moment please I will check to mini bar attendant
G     : Yes please
FDA : Thankyou for your waiting Ms. Lindsay. You don’t have any last trasaction
G     : Oh ok!
FDA : Allright Ms. Lindsay so your last total is Rp. 4.500.000. May I know how you settle this payment? By cash or creadit card?
G     : I pay by creaditcard. This is my creadit card (guest give JCB card)
FDA : I’m really sorry Ms. Lindsay we not provide this kind of creadit card. Do you have another card?
G      : Oh it’s ok. How about this card? ( guest give Amex card)
FDA : Yes Ms. Lindsay we provide for American Express card, so you pay by this card
G      : Yes  of course
FDA : Allright wait a moment please Ms. Lindsay this is your bill, may I have you sign here? (FDA give the guest bill and sales draft)
G     : Yes of course
FDA : Thankyou Ms. Lindsay. Do you need a trasportation for your next destination? Maybe you need taxi?
G     : yaaaa can you get a taxi for me?
FDA : Yes of course, you can wait in lobby and if the taxi come, our bell boy will inform to you
G      : Allright
FDA : Would you like to make a reservation for the next time?
G     : No, thanks
FDA : Allright Ms. LIndsay is there any thing else?
G     : I think no
FDA : Allright thankyou for your staying with us, we hope you satatisfied during you stay here and we hope you will come to our hotel for the next time. Thankyou Ms.Lindsay enjoy your trip
G     : Your welcome

7. Contoh percakapan seorang Front Desk Attendant(FDA) dengan seorang Tamu check out

FDA    : Good Afternoon, Sir. May I help you?
G    : Yes, I want to check out now
FDA    : All right, Sir. May I know your room number, your name and return your room key, Sir?
G    : Sure, I’m Denis Putra from room 2101, this is my room key.
FDA    : All right, Sir. Wait a moment please, I will check minibar checker and laundry first.
G    : Yes, please.
FDA    : Thank you for your waiting, Mr. Denis. I will prepare your bill.
G    : Okay.
FDA    : All right, Sir. This is your bill. Please check your bill first.
G    : Of course.
FDA    : Do you need a supporting bill, Mr. Denis?
G    : No, thanks.
FDA    : All right, Mr. Denis. You have the balance is (+) Rp 300.000. How do you settle this payment, by cash or credit card?
G    : I will pay by cash.
FDA    : Would you like to sign your bill?
Guest signing bill     
FDA : This is your bill, Sir. Do you need a transportation?
G : Yes of course. I need transportation to escort me to the airport.
FDA : We provide private car and taxi, Sir. For the private car we will charge you Rp 250.000 but for the taxi, you can pay it to the driver.
G : Oay. I will take the taxi.
FDA : All right, Mr. Denis. Do you want to make a future reservation?
G : No, thanks.
FDA : All right, Mr. Denis. Thank you for staying with us, we will looking forward to welcoming you again. And your taxi have wait you in lobby. Have a nice trip, Sir.
G : You’re welcome.

8. Checking-In

Hotel: Good afternoon. Welcome to the Grand Woodward Hotel. How may I help you?
Guest: I have a reservation for today. It's under the name of Hannighan.
Hotel: Can you please spell that for me, sir?
Guest: Sure. H-A-N-N-I-G-H-A-N.
Hotel: Yes, Mr. Hannighan, we've reserved a double room for you with a view of the ocean for two nights. Is that correct?
Guest: Yes, it is.
Hotel: Excellent. We already have your credit card information on file. If you'll just sign the receipt along the bottom, please.
Guest: Whoa! Five hundred and ninety dollars a night!
Hotel: Yes, sir. We are a five star hotel after all.
Guest: Well, fine. I'm here on business anyway, so at least I'm staying on the company's dime. What's included in this cost anyway?
Hotel: A full Continental buffet every morning, free airport shuttle service, and use of the hotel's safe are all included.
Guest: So what's not included in the price?
Hotel: Well, you will find a mini-bar in your room. Use of it will be charged to your account. Also, the hotel provides room service, at an additional charge of course.
Guest: Hmm. Ok, so what room am I in?
Hotel: Room 487. Here is your key. To get to your room, take the elevator on the right up to the fourth floor. Turn left once you exit the elevator and your room will be on the left hand side. A bellboy will bring your bags up shortly.
Guest: Great. Thanks.
Hotel: Should you have any questions or requests, please dial 'O' from your room. Also, there is internet available in the lobby 24 hours a day.
Guest: Ok, and what time is check-out?
Hotel: At midday, sir.
Guest: Ok, thanks.
Hotel: My pleasure, sir. Have a wonderful stay at the Grand Woodward Hotel.

9.Rservation

Receptionist: Good morning. Welcome to The Grand Woodward Hotel.
Client: Hi, good morning. I'd like to make a reservation for the third weekend in September. Do you have any vacancies?
R: Yes sir, we have several rooms available for that particular weekend. And what is the exact date of your arrival?
C: The 24th.
R: How long will you be staying?
C: I'll be staying for two nights.
R: How many people is the reservation for?
C: There will be two of us.
R: And would you like a room with twin beds or a double bed?
C: A double bed, please.
R: Great. And would you prefer to have a room with a view of the ocean?
C: If that type of room is available, I would love to have an ocean view. What's the rate for the room?
R: Your room is five hundred and ninety dollars per night. Now what name will the reservation be listed under?
C: Charles Hannighan.
R: Could you spell your last name for me, please?
C: Sure. H-A-N-N-I-G-H-A-N
R: And is there a phone number where you can be contacted?
C: Yes, my cell phone number is 555-26386.
R: Great. Now I'll need your credit card information to reserve the room for you. What type of card is it?
C: Visa. The number is 987654321.
R: And what is the name of the cardholder?
C: Charles H. Hannighan.
R: Alright, Mr. Hannighan, your reservation has been made for the twenty-fourth of September for a room with a double bed and view of the ocean. Check-in is at 2 o'clock. If you have any other questions, please do not hesitate to call us.
C: Great, thank you so much.
R: My pleasure. We'll see you in September, Mr. Hannighan. Have a nice day.

10. Requesting a Wake-Up Call
 A: I need to request a wake-up call for tomorrow morning.
B: What time do you want the call?
A: I need two calls, one at 7 and another at 7:15.
B: We can certainly do that. Expect a call from us at 7:00, and then again at 7:15.
A: Actually, can I change the latter wake-up call to 7:30 am?
B: I can certainly do that. Is there anything else?
A: I can't think of anything. If I do think of something, I'll be sure to call again.
B: Okay. Good night, sir.

Dalam Bahasa Indonesia

1.Percakapan antara petugas Front Office Cashier/Front Desk Agent dengan tamu pada saat check out:

FDA: Selamat siang, sir.Bagaimana saya bisa membantu Anda?

Tamu: Baik Afternoon.I ingin memeriksa, silakan.

FDA: boeh saya tahu nomor kamar Anda dan mungkin I memiliki kunci Anda, sir?

Tamu: Nomor kamar saya #1401 dan ini adalah kunci saya.

FDA: Terima banyak, tuan.Mungkin aku punya nama Anda, sir?

Tamu: nama saya agung Santoso.

FDA: Semua hak Mr Agung.tunggu sejenak silahkan saya akan mempersiapkan tagihan Anda terlebih dahulu.

Tamu: tentu

FDA: Terima kasih untuk menunggu Mr Agung. Apakah Anda memiliki transaksi terakhir misalnya minibar atau Binatu Mr Agung??

Tamu: saya tidak punya.

FDA: Semua hak Mr Agung. Anda ingin memeriksa tagihan Anda?

Tamu: Ya.

(Periksa semua tagihan)

Tamu: Ok saya pikir semua benar.

FDA: Terima kasih sangat banyak Mr Agung Anda perlu mendukung RUU?

Tamu: Ya, tentu saja.

FDA: Mr Agung total biaya adalah Rp 4.000.000 dan ini sudah termasuk pajak dan pelayanan.Apakah Anda ingin menetap dengan uang tunai atau kartu kredit Mr Agung?

Tamu: Aku akan menyelesaikannya dengan kartu kredit.

FDA: Mungkin saya memiliki kartu kredit Anda?

Tamu: Tentu saja,

FDA: Terima kasih banyak Mr Agung.

FDA: Baiklah Mr Agung.This Apakah Anda Card.  kredit saya memiliki tanda pada Slip kartu kredit dan Bill, Mr Agung?

Tamu: Terima 's.Tentu saja saya akan menandatanganinya.

FDA: Ini adalah Mr Agung.Do Anda membutuhkan layanan transportasi misalnya seperti mobil pribadi, Antar-Jemput bus atau taksi tagihan Anda?

Tamu: Ya, bisa Anda memanggil taksi untuk pergi ke bandara untuk saya??

FDA: Ya, Course.Our Pramutamu akan memanggil taksi untuk Anda.Apakah Anda ingin memesan masa depan Mr Agung?

Tamu: saya tidak benar-benar yakin.Saya akan menyebut jika saya ingin membuat reservasi.

FDA: Semua hak Mr Agung.Thank Anda untuk tetap bersama kami, yang kita akan melihat ke depan untuk menyambut Anda lagi Mr Agung.Your taksi sudah tiba, Mr Agung.Have bagus sehari dan memiliki brankas perjalanan Mr Agung.

Tamu: Terima kasih sangat banyak.

10. Request  wake up call

J: Saya harus meminta wake-up call untuk besok pagi .
B : Jam berapa Anda ingin panggilan ?
J: Aku butuh dua panggilan , satu di 7 dan satu lagi di 7:15 .
B : Kami pasti bisa melakukannya . Mengharapkan panggilan dari kami di 7:00 , dan kemudian lagi at 7:15 .
J: Sebenarnya , saya dapat mengubah yang terakhir wake- up call untuk 7:30 ?
B : Saya pasti bisa melakukannya . Apakah ada hal lain ?
J: Saya tidak bisa memikirkan apa pun . Jika saya melakukan memikirkan sesuatu , aku pasti akan menelepon lagi .
B : Oke . Selamat malam , Pak .