This document contains guidelines for hotel staff on reservations, check-ins, check-outs and greeting customers. It includes questions to ask customers making reservations such as dates needed, number of rooms and guests, payment methods and credit card information. It also provides examples of what to say when guests check-in, check-out, and asks if they had a pleasant stay. The document aims to standardize interactions with customers throughout their visit.

1. Members:
Trần Phương Nhi
Cao Thu Hương
Nguyễn Lê Quỳnh Nhơn
Nguyễn Thị Hồng Ngọc

2. RESERVATIONS, CHECK-IN &
CHECK-OUT

4. GREETING THE CUSTOMERS

5. Requesting the full name of
customer who books the rooms

6. Asking how many people to
rent the rooms

7. Asking the customer’s phone
numbers

8. Offering the price of room
per day/night

9. Payment options
CREDIT CARDCHEQUECASH

10. CALLING back THE customerS
TO confirm booking

12. Greeting Guests

13. Determining the type of guests
GUEST
RESERVATION NO RESERVATION
Check & Repeat
the information
Introduce the
available room

14. Calling the Housekeeping
Department to inform the
rooms checking-in

15. Checking-in
NOTE: Requiring
the guests to sign a
registration form
Foreign Guest
Domestic Guest
Passport
Identity card

16. Determining the method of
payments
CASH CREDIT CARDCHEQUE

17. Giving the room’s keys &
Taking the guests to the rooms

18. Wishing the guests have a
wonderful time at the hotels

19. Finishing the procedures

21. Asking about the costs incurred
at the time of check out if there

22. Telephone cost, laudry cost, etc.

23. Post the costs to be incurred

24. Checking the cost information

25. Print receipts for customers to check

26. Guest check with the payment
method
• Money, credit card, cheque

27. Checking massage or fax for
customer

28. Taking back the room key

29. Asking customer inquired about the
level of satisfaction during their stay

30. Say goodbye to customers

31. Note

32. Besides that

33. Making a Reservation

34. “Hi, how much are your
rooms?“
"Hi, what are your rates?"
"Hello, how much is a
room?"
"Hi, I would like to reserve
a room.“
"Hello, can I reserve a
couple of rooms?"

35. The dates you want the
room and the duration
"What day do you want to check in?“
"Which date did you want to reserve?"
"What date are you looking for?"
"I want a room from June 22nd to June 25th.“
"I would like a room for the 19th of July."
"How long will you be staying with us?"
"When will you be checking out?“
"How many days would you like the room
for?"

36. Questions covers how many
people and how many rooms
"How many rooms will you need?“
"Is this for only one room?“
"How many rooms would you like to
reserve?“
"How many rooms should I reserve for you?“
"I will only need one room.“
"I am going to need two rooms."

37. What type of bed you want
"Would you like a single king size bed,
or two double size beds in the room?"
"Will a single king size bed be ok?"
"We only have a room with two double
size beds. Will that be ok?

39. "Do you want a smoking room or a non-
smoking room?“
"Do you prefer a smoking or non-smoking
room?

40. Provide your credit card
number to reserve the room
"Can I get a credit
card number?“
"Can I have your
credit card number?“
"What is your credit
card number?"

41. CHECK-IN

42. "Hi, I am checking in.“
"Hi, I have a reservation and I am
checking in."

43. Some Questions To Ask
During This Time
"Where is the
elevator?“
"Do you have concierge
service here?“
"Do you have a map of
the city?"
"What time should I
check out by?"
"What time is check
out?"

44. Check-out

45.  "I am checking out.”
"Should we charge the
credit card on file or did
you want to use a
different card?"
"Your credit card will be
charged a total of
$256.78. Can you sign on
the bottom?"
"Thank you for staying
with us. We look forward
to seeing you again."