At the Reception Desk


Registration

Mr Bellow (B)    Receptionist (R)    bellman (Bm)

Scene: A car pulls up in front of Huatian Hotel and a bellman (Bm) goes forward to meet the guests, opening the door of the car for them.

        Bm: Good evening, sir and madam. Welcome to our hotel.
        B: Thanks. Good evening.
        Bm: (Opening the trunk, taking out the baggage and looking at the name on the baggage tags.) I'm the bellman, Mr. Bellow. So you have got altogether four pieces of baggage?
        B: Yes. (The doorman opens the gate.)
        Bm: The Reception Desk is straight ahead. After you, please.
        R: (At the Reception Desk) Good evening. What can I do for you, sir?
        B: I reserved a British suite three weeks ago. I'm Henry Bellow.
        R: Just a moment, please. Mr. Bellow. I'll check the arrival list. (The receptionist checks the list.)
             Could I see your passports, please? (Checking the passports and giving them back.)
             Thank you, sir. And would you mind filling in the registration form?
        B: I'll take care of it. (Filling out the form.) Here you are. Is it all right?
        R: Yes, thanks. How are you going to pay, in cash or by credit card?
        B: Could I pay with traveler's checks?
        R: Certainly. Here's the key to Room 908 and your room cards. Please keep them. And the bellman will show you up. Have a nice evening, sir. And enjoy your stay.
        B: Thank you.



Receiving a Walk-in Guest

Receptionist (R)    Client (C)

Scene: A gentleman steps in, trying to find a room for the night.

        R: Good afternoon, sir. May I help you?
        C: Yes, please. I've just arrived from Hong Kong. Could you let me have a room for tonight?
        R: Have you made a reservation, sir?
        C: I'm afraid not.
        R: How many people do you have, please?
        C: Just one. I'm alone.
        R: Just a moment, please. I have to check if there's a room available. … Oh, sorry, sir. All the rooms are booked up. But I think we'll be able to arrange for you a room after six o'clock this evening. If you need a room right now, would you like me to get in touch with somewhere else for you?
        C: No, thanks. I should say I prefer to stay here. A friend of mine highly recommended your hotel to me. I'll just wait here till six.
        R: You are welcome, sir. Perhaps you might feel more comfortable to rest in our lobby after a tiring journey. And, if you need any help, do let us know.
        C: Thank you. No problem.



Extending the Stay

Guest (G)    Receptionist (R)

Scene: A guest approaches the Reception Desk in the morning.

        R: Good morning, sir. May I help you?
        G: I was going to check out today, but I have to stay for three more nights on some new errand here.
        R: May I know your name and room number?
        G: John Lee in Room 707.
        R: Please wait a moment, Mr. Lee. I'll have to check the computer records….
             Well, today is 26th. I'm sorry to say that you room is available for only 2 nights. There's a convention from the 28th. They have booked the 7th floor and the 8th floor. I hope you'll understand.
        G: What's to be done then?
        R: Don't worry, Mr. Lee. You may keep your room till 28th, then please check back with us. There're cancellations or no-show all the time. We'll manage it for you.
        G: That'll do.
        R: Here is your registration form. Would you please replace the departure date with the 28th?
             (Mr. Lee goes through the formalities.)
             Thank you. I hope you are enjoying your stay with us here.