BERMEO, Desiree D.

CABALLA, Emielyn

BSHM 3B
Applied Business Tools & Techniques
By Pair Assignment #1

R: Alright. Ms/Mr. ________, may I see your valid I.D.

first?
BELLSERVICE CHECK-IN ASSISTANCE
G: Gives the I.D*
Arrival of Guest
R: Here’s your I.D, Sir/Ma’am.
B: Good Afternoon Ma’am/Sir! Welcome to Rise &
Shine Hotel, where warmth in hospitality meet! My R: Please allow me to repeat your reservation, Ms/Mr.
name is ______, how may I assist you? _______. You will be staying for 3 nights, and your
departure will be on February 1, 2025. You’ve
G: I have a reservation in your hotel, and today is my preferred our deluxe room with a queen-size bed,
reserved date. which costs 4,100 per night, with a total of 12,300.

B: Sure Ma’am/Sir. Let me assist you to the front

desk. May I carry your luggage, Ma’am/Sir? This way,
please. G: Yes, that’s right.

G: Sure! Thanks. R: Thank you very much, Ms/Mr. _______. May I ask
how you’d like to pay?

G: I’d like to pay via credit card. Is that okay?

REGISTRATION
R: Absolutely, Ma’am/Sir. (Guest gives the credit
Scene: GUEST arrives at the front office desk of the card.)
hotel for registration.
R: May I have your signature, Ma’am, to finalize your
R: Good afternoon Ma’am/Sir. Welcome to Rise & check-in process?
Shine Hotel. How may I help you today?
R: Alright Ma’am/ Sir. This is your hotel ID and room
G: Yeah. Actually, a few days ago, I booked a room in key card, Ms/Mr. _______. Your room is on the 11th
your hotel. I forgot the confirmation number you gave floor, and our bell attendant will accompany you to
me over the phone, but it’s under the name your room.
____________. Can you please check the room for
me? G: Thank you.

R: Absolutely Ma’am/Sir, just for a moment let me R: Have a nice day, Ms/Mr. _______. We hope you
check the arrival list… enjoy your stay with us here at Rise & Shine Hotel.
Don’t hesitate to call the front desk if you need any
Thank you for waiting… Yes, there is a room booked further assistance.
for Ms/Mr. ____________ on January 29, 2025.

G: Yes, that is me.

BELLSERVICE CHECK-IN ASSSITANCE

B: Ma’am/Sir, let me assist you to your room. This

way please.
G: Sure. Thanks B: It’s my pleasure, Ma’am/Sir. If you need further
assistance during your stay, feel free to contact me
*ELEVATOR* via speed dial 1313.

B: Before we arrive at your room, allow me to explain G: Thank you.

our hotel facilities.
B: Enjoy your stay at Rise & Shine Hotel. Thank you
For your convenience upon check-in: and have a nice day!

 Breakfast is available at the restaurant on

the lobby level from 6:00 AM to 10:00 AM.
 We have a café and a business center on GUEST COMPLAINT
the lobby level.
 Meeting rooms are located on the 5th floor. *Calling the Front Desk
 The swimming pool, spa, and fitness center
are also on the 5th floor. G: [On the phone] Hello, this is Ma’am/Sir. [Guest's
 Feel free to make reservations for any of our Name] in Room [Room Number]. I just arrived a few
facilities during your stay. hours ago and was about to take a shower, but the
hot and cold feature of the shower is not working
G: Thank you for the information. I’ll ask again if I properly. Can someone help with this?
forget anything.
R: Good [morning/afternoon/evening], Ma’am/Sir.
B: It is my pleasure, Ma’am/Sir. This way to your [Guest's Name], thank you for reaching out to us. I
room, Ma’am/Sir. sincerely apologize for the inconvenience you’re
experiencing with the shower. Let me assure you that
B: We’re now in front of your room, Ma’am/Sir. May I we’ll take immediate action to resolve the issue.
have your key card for me to open the door for you?
G: Yes, I was really looking forward to a nice shower,
G: Sure, thanks! [Knock 3x] but this is quite frustrating.

B: After you, Ma’am/Sir. Ma’am/Sir, may I? R: I completely understand, Ma’am/Sir. [Guest's

Name], and I truly apologize for the inconvenience.
G: Yeah, sure! We take these matters seriously, and we’ll send a
maintenance team to your room right away to inspect
B: Have a seat, Ma’am/Sir. And allow me to explain and fix the issue. May I confirm if it’s alright for our
the room facilities. staff to enter your room, or would you prefer to be
present while they work on it?
You have a safety deposit box inside the wardrobe.
You also have a mini bar. If you want to consume G: Yes, it’s fine to send someone now.
snacks or drinks, just don’t forget to fill out the mini
bar list if so. This is the remote control for your R: Thank you for your understanding, Ma’am/Sir
television channel list. You have a view of the city, [Guest's Name]. Our maintenance team will be there
and this is your bedside lamp. The telephone can be shortly. In the meantime, is there anything else I can
used to make an outgoing call. Press 0 for operation do to make your stay more comfortable?
assistance, 1 for housekeeping, 2 for laundry service,
and 3 for room service. This is your air conditioner, G: No, that should be it for now. Just hoping it gets
and lastly, this is your bathroom. For the water tap, fixed soon.
the red button is for hot water and the blue button is
for cold water. R: I completely understand, and we’ll make it a
priority. Please feel free to call us if you have any
G: Alright. I will ask you again if I forget anything. further concerns. Again, our sincerest apologies, and
Thank you. thank you for your patience.
G: Thank you. G: Yes, I would like to check out now. Could you call
your bellboy to help me bring my luggage?
R: You’re very welcome, Ma’am/Sir [Guest's Name].
We will ensure everything is taken care of promptly. B: Absolutely, Ma’am/Sir. May I know your room
Have a pleasant day, and please let us know if you number, please?
need anything further.
G: Room 1143.
B: Alright, Ma’am/Sir, I will call our bellboy now. You
can return to your room and wait comfortably for him
FOLLOW-UP CALL ABOUT THE COMPLAINT
to arrive and assist you with your luggage.
*Calling the Guest’s Room G: Thank you.

R: Good [morning/afternoon/evening], Ma’am/Sir B: My pleasure, Ma’am/Sir.

[Guest's Name], this is [Your Name] from the front
desk at Rise & Shine Hotel. I’m calling to follow up
on the issue with the hot and cold feature of your
shower. I just wanted to check if everything has been Guests’ Room
resolved to your satisfaction.
B: [Knocks 3x]… Bell Service… Good morning. I am
G: Yes, the maintenance team fixed it earlier.
Everything seems to be working fine now. ______, your bellboy. I’d be happy to help.
G: Good morning, ______. Nice to see you again. I’m
R: I’m so glad to hear that! Thank you for your checking out and I need help with my luggage.
patience while we addressed the issue. I apologize B: Absolutely, Ma’am/Sir. I can help you with that.
again for the inconvenience this may have caused. If Please make sure to double-check your things so that
there’s anything else you need, please don’t hesitate nothing is left behind.
to let us know. G: I already double-checked my things. Thanks for
reminding.
G: No problem, thank you for checking in. B: Wonderful! Let me assist you with your luggage.
Do you have any bags or items to check out?
R: It’s our pleasure, Ma’am/Sir [Guest's Name]. We
G: Yes, I have two pieces of luggage.
strive to ensure our guests have a comfortable stay,
and I appreciate you bringing this to our attention. If B: Alright, Ma’am/Sir. Please follow me to the Front
you need anything else during your stay, you can Desk, and I will assist you with settling any
always reach us at the front desk. outstanding charges.
G: Thank you, ______. I appreciate your help.
G: Will do. Thanks again.

R: Thank you for your understanding, and enjoy the

rest of your stay at Rise & Shine Hotel. Have a Front Desk
wonderful day!
R: Good afternoon, Ms/Mr. ______. Are you ready to
check out?
G: Yes.
BELLSERVICE CHECK-OUT
R: Please give me a moment while I check your room
Front Desk account.
Did you have any last-minute charges in your room,
G: [Approaches the bell desk] Ms/Mr. ______?
G: Nothing.
B: Good afternoon, how may I assist you, Ma’am/Sir?
R: Alright, Ma’am/Sir. May I have the room keys and
your hotel I.D., please?
G: Yes, here.
R: Thank you for choosing Rise & Shine Hotel,
Ma’am/Sir. Have a safe journey, and allow our bellboy
to assist you with your luggage and departure.

Bell Boy

B: Ma’am/Sir, may I have your luggage tags?

[Guest gives the luggage tag to the bellboy]
B: Thank you. Let me retrieve your luggage tags.
How many bags do you have?
G: Just two suitcases.
B: Perfect. I’ll get them for you.
B: Here’s your luggage, Ma’am/Sir. And may I have
your signature, please, for the luggage claim receipt?
G: Yes, sure. Thank you, ______.
B: Thank you, Ma’am/Sir. Would you like us to
arrange a taxi to the airport?
G: Yes, please. I have a flight at 2:30 PM.
B: Noted. I’ll arrange a taxi for you. Is there anything
else I can assist you with?
G: No, that’s all. Thank you for your help!
B: You’re welcome, Ma’am/Sir! Have a safe journey,
and thank you for staying with us.