Scenario
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HOTEL VICTORIA CAN THO
SCENARIO (in 24 steps)
Motto " You never get a second chance to make a good first impression"
FIT's guests When Guests arrive (check in): Bellboy (in the lobby area) 1. Open the door(s) when the car has stopped 2. Greet guest pleasantly :
Say : -" Good Morning / Afternoon / Evening Madam or Sir" - May I help you?"
• Smile • Make eye contact • Maintain "Professional" upright posture - Welcome to the Hotel Victoria Can Tho - May I help you? Let me carry you bag / suitcase for you. 3. Carry luggage of the guests and show them the way to the Reception for check in: - "Excuse me Madam/Sir, please follow me, or - "Excuse me Madam/Sir, the Reception is on the right side". 4. Provide them with information concerning the hotel, if they ask. 5. Stay next to the luggage 3 - 4 meters behind the guests until the receptionist finish check in procedures. ......................... 6. When finish the check in procedure say to the guests: "Please follow me. I will bring you to your room " and bring the luggage to their room. Bell boy (in the room) 7. Let guest come in first (smile): "Please, after you" 8. Put the luggage on the rack 9. Show to the guest the mini-bar, safety box, hair dryer and how to turn on/off the airconditioner. Say: "Excuse me Madam/Sir, the safety box is in the wardrobe, here is the mini-bar (open the wooden door only ) and in the small drawer is the hair dryer. The airconditioner can be turn on & turn off from this switch on the wall. Swimming pool towels are available downstairs at the pool." 10. Wish the guest to have a pleasant stay and leave the room. Say : "Dear Madam / Sir, I wish you a pleasant time in Can Tho and please call us any time when you need our assistance. Have a very good day Madam / Sir." DEPARTMENT : FRONT OFFICE
ISSUED : ___________________
Receptionist 1. Order welcome drink 2. When meeting a guest, smile and establish direct eye contact. 3. Welcome the guests with appropriate greeting : "Good Morning / Afternoon / Evening, Madam / Sir. Welcome to Hotel Victoria" 4. Ask the guests:"How was your trip Madam/Sir? or "Did you have a good trip?" 5. Ask the name of the guest : "Excuse me, may I have your name, please?....Thank you" and then find her / his name in the arrival list. 6. Inform the HSKP by radio (wolky-toky) for the new arrival and if have some changes. 7. Ask the guests politely that need to borrow her / his passport for registration and to verify the credit card: "Excuse me Madam / Sir, may I borrow your passport for registration and credit card?" 7A. In case that the guest is not agree to give her/his passport say: "I understand your concern, but the Province laws request that all passports must be submitted to them for registration. We will return your passport at around 9:30 PM." 8. Ask the guests to fill in the Information sheet and sign the Registration forms : "Excuse me Madam / Sir, could you please fill in here your address (in case you forget something we can send to you), and sign here.... and here. Thank you ". 9. Here is the moment when the Receptionist has to give maximum information about the hotel facilities: Say : -"By the way you can stay in Victoria Suite, here is our Suite deal, please. May you are interested? " .........Give more information about Suite room, if the guest need. 9A. In case the guest will take Suite room, receptionist has to repeat again point N6
9B. In case the guest is not interested to take Suite room just say:
"Excuse me Madam / Sir, we have "Spice" restaurant serve breakfast from 6 to 10 AM, lunch and dinner, next to the restaurant is our bar, also we have shuttle boat to Can Tho city. "Excuse me Madam / Sir, here is your coupon for the welcome drink, please enjoy the welcome drink on the board of the Lady Hau from 5:30 to 6:30 PM." 10. Give the key to the guest and say : "The Bell boy will help you for the luggage Madam / Sir. Your room number is ......, we wish you a pleasant stay with us" ; or "Enjoy your stay with us". 11. Repeat the room number to the Bellboy 12. Post immediately and correctly the new arrival into computer. ................................... 13. 10 to 15 minutes after the guest check in, call to his / her room to make sure that guest is satisfied with his/ her room. Say :
"Good Morning / Afternoon / Evening, Madam / Sir. I am calling from the reception. May I ask you, are you satisfied with your room?...Everything working properly?....Thank you Madam / Sir. Please do not hesitate to call us at ext. 4, if you need any assistance. Have a nice stay"
DEPARTMENT : FRONT OFFICE ISSUED : ___________________
APPROVED : Christian Decaudin General Manager
When Guests depart (check out): BELLBOY : 1. Receive in
SCENARIO (in 24 steps)
Motto " You never get a second chance to make a good first impression"
FIT's guests When Guests arrive (check in): Bellboy (in the lobby area) 1. Open the door(s) when the car has stopped 2. Greet guest pleasantly :
Say : -" Good Morning / Afternoon / Evening Madam or Sir" - May I help you?"
• Smile • Make eye contact • Maintain "Professional" upright posture - Welcome to the Hotel Victoria Can Tho - May I help you? Let me carry you bag / suitcase for you. 3. Carry luggage of the guests and show them the way to the Reception for check in: - "Excuse me Madam/Sir, please follow me, or - "Excuse me Madam/Sir, the Reception is on the right side". 4. Provide them with information concerning the hotel, if they ask. 5. Stay next to the luggage 3 - 4 meters behind the guests until the receptionist finish check in procedures. ......................... 6. When finish the check in procedure say to the guests: "Please follow me. I will bring you to your room " and bring the luggage to their room. Bell boy (in the room) 7. Let guest come in first (smile): "Please, after you" 8. Put the luggage on the rack 9. Show to the guest the mini-bar, safety box, hair dryer and how to turn on/off the airconditioner. Say: "Excuse me Madam/Sir, the safety box is in the wardrobe, here is the mini-bar (open the wooden door only ) and in the small drawer is the hair dryer. The airconditioner can be turn on & turn off from this switch on the wall. Swimming pool towels are available downstairs at the pool." 10. Wish the guest to have a pleasant stay and leave the room. Say : "Dear Madam / Sir, I wish you a pleasant time in Can Tho and please call us any time when you need our assistance. Have a very good day Madam / Sir." DEPARTMENT : FRONT OFFICE
ISSUED : ___________________
Receptionist 1. Order welcome drink 2. When meeting a guest, smile and establish direct eye contact. 3. Welcome the guests with appropriate greeting : "Good Morning / Afternoon / Evening, Madam / Sir. Welcome to Hotel Victoria" 4. Ask the guests:"How was your trip Madam/Sir? or "Did you have a good trip?" 5. Ask the name of the guest : "Excuse me, may I have your name, please?....Thank you" and then find her / his name in the arrival list. 6. Inform the HSKP by radio (wolky-toky) for the new arrival and if have some changes. 7. Ask the guests politely that need to borrow her / his passport for registration and to verify the credit card: "Excuse me Madam / Sir, may I borrow your passport for registration and credit card?" 7A. In case that the guest is not agree to give her/his passport say: "I understand your concern, but the Province laws request that all passports must be submitted to them for registration. We will return your passport at around 9:30 PM." 8. Ask the guests to fill in the Information sheet and sign the Registration forms : "Excuse me Madam / Sir, could you please fill in here your address (in case you forget something we can send to you), and sign here.... and here. Thank you ". 9. Here is the moment when the Receptionist has to give maximum information about the hotel facilities: Say : -"By the way you can stay in Victoria Suite, here is our Suite deal, please. May you are interested? " .........Give more information about Suite room, if the guest need. 9A. In case the guest will take Suite room, receptionist has to repeat again point N6
9B. In case the guest is not interested to take Suite room just say:
"Excuse me Madam / Sir, we have "Spice" restaurant serve breakfast from 6 to 10 AM, lunch and dinner, next to the restaurant is our bar, also we have shuttle boat to Can Tho city. "Excuse me Madam / Sir, here is your coupon for the welcome drink, please enjoy the welcome drink on the board of the Lady Hau from 5:30 to 6:30 PM." 10. Give the key to the guest and say : "The Bell boy will help you for the luggage Madam / Sir. Your room number is ......, we wish you a pleasant stay with us" ; or "Enjoy your stay with us". 11. Repeat the room number to the Bellboy 12. Post immediately and correctly the new arrival into computer. ................................... 13. 10 to 15 minutes after the guest check in, call to his / her room to make sure that guest is satisfied with his/ her room. Say :
"Good Morning / Afternoon / Evening, Madam / Sir. I am calling from the reception. May I ask you, are you satisfied with your room?...Everything working properly?....Thank you Madam / Sir. Please do not hesitate to call us at ext. 4, if you need any assistance. Have a nice stay"
DEPARTMENT : FRONT OFFICE ISSUED : ___________________
APPROVED : Christian Decaudin General Manager
When Guests depart (check out): BELLBOY : 1. Receive in
