Conversation (Walk in Guest) Giving information about Room & Hotel facilities

Reception        : Good morning, welcome to Edotel Hotel Denpasar, how may I help you?

Guest               : Good morning, I would like to stay here.

Reception        : Do you have any reservation before, Sir?

Guest               : No, I don’t have.

Reception        : May I know what type of room do you want to get, for how long time and how many person Sir?

Guest              : I want to reserve one standard twin bed room for 5 nights, it’s from 3^rd February 2011 until 7^th February 2011 and that’s for one person.

Reception        : Wait a moment please Sir, I would like to check the room available that you want on that period.

Guest               : Yes, please …

*** Few second later ***

Reception        : Thank you for your waiting Sir, you’re very lucky because, one standard twin bed room still available on that period. May I explain to you about room and hotel facilities, Sir?

Guest               : Yes, please …

Reception        : The room facilities in our hotel such as private balcony, living room, kitchenette, refrigerator with mini bar, wardrobe, television, Telephone with telephone attention, air conditioner and safety deposit box. Bath room complete with shower, bath tub and wash basin complete hot and cold running water. And the hotel facilities such as restaurant and bar, coffee shop, meeting room, tailor, laundry, saloon and beauty, sport area and parking area.

The room rate is Rp.250.000,00 nett include breakfast.

Well Sir, would you like to take this room?

Guest                 : Yes, I take this room.

Reception          : Well Sir, please fill this registration card, this is your pen and this is your welcome drink, please enjoy it!

Guest                 : Ok, Thank you.

(Reception fills the guest card and breakfast coupon)

Guest                 : I’ve finished filling the registration card.

Reception          : Thank you, may I check your registration card, please?

Guest                 : Yes, of course.

Reception          : Well Mr. James, may I know about your payment?

Guest                 : I’ll pay by credit card, May I know what kind of credit card you accept in your hotel?

Reception          : In our hotel accept 3 kind of credit card such as: AMEX (American express), BANK AMER, and DC (Diner club). May I know what type of credit card do you have?

Guest                 : I’ll pay by AMEX.

Reception          : May I borrow you credit card please, because I will take your deposit 100% the room rate for one night, so that’s Rp. 250.000,00.

Guest                 : Ok, this is my credit card.

*** Few second later ***

(Reception fills the cash receipt)

Reception          : Thank you Mr. James, this is your credit card and cash receipt. Please you can check again your deposit.

Guest                 : Yes, that’s alright.

Reception          : Well, Mr. James, may I repeat your guest card?

Guest                 : Yes, please.

Reception          : Well, your name is Mr. James Smith and your room number is Melati 2, the room rate is Rp. 250.000,00 nett included breakfast and your departure date is 7^th February 2011, is that right, Sir?

Guest                 : Yes, that’s right

Reception          : Our hotel have some information such as, at the F.O cashier, we have safety deposit box, if you have valuable things please, you keep in there. Because in our hotel not responsibility for the lost valuable. It’s just for information Sir, check out time in our hotel at 12.00

·         (show the room key and guest card)

This is your room key and guest card. First of all, if you would like going to outside hotel, please keep your room key in the receptionist desk because, if you lost your room key our hotel will be charge you Rp. 25.000,00 extra charge. Secondly for guest card you can keep this one during you stay in our hotel.

·         (show the breakfast coupon)

This is you breakfast coupon. If you would like to have a breakfast, please come to Bogasari restaurant. It’s open from 06.00 A.M until 10.00 A.M, and don’t forget to bring your breakfast coupon at the cashier. And if you have some letter and facsimile, please, you can come at receptionist desk. And we’ll be help you and the last information are for the check out time at 12.00 P.M at noon. Well, Mr. James that all clear for you?

Guest                 : Yes, thank you for your information. Well, may I’m asking you about something?

Reception          : Yes, course sir.

Guest                 : Alright, this evening I have a plan to going outside hotel to shopping a lot of things, but I still confused. Can you suggest me where is the department store is near from here? And it should be has good qualities for the product.

Reception          : Well sir, I suggest you to go to Matahari Departmnet Store.

Guest                 : Can you give some information about that place? And what something special I can get there?

Reception          : Matahari deparment store is located at Denpansar, if you’d like to going to this place it’s about five kilometers and if there are not any traffic jam you don’t need to spend a lot of your time because you just need spend your time around 25 minutes by car. If you in there, you can get anything about fashion such as: shoes, shirt, T-shirt, etc. and also if you’d like to have dinner you can find KFC there.

Guest                 : Wow, I think it will be nice. But, is there any game center?

Reception          : Yes, you can find Timezone. It can make you feel quite happy.

Guest                 : It’s great. But I want to ask you where I should to order the taxi?

Reception          : if you get any difficulty, we can help you to order the taxi. Well sir, do you agree with this?

Guest                 : Yes, it’s good idea, it’s very helpful. May I know about the taxi’s fare from here?

Reception          : It won’t need cost much. It’s about Rp. 5000,-  it is not expensive is it, Sir?

Guest                 : Yes, it’s nice. Thank you for information.

Reception          : Wait a moment please Mr. James, I’ll calling the bell boy because our bell boy will be escort you to your room. (Calling the bell boy) bell boy please!

Bell boy             : Yes, I am.

Reception          : Please you escort Mr. James to the room Melati 2 and these are the guest card, breakfast coupon, and the room key.

Well, Mr. James if you need more information or something else please you dial extension number 0 from room telephone or you can come to the reception desk, thank you for coming, I hope you have a nice stay in our hotel and have a good vacation.

Guest                 : Thank you for all of service.

Reception          : You’re welcome.

Reception Style for Ap. A

Job Description Of Receptionist

PURPOSE OF THE POSITION

(The main reason for the position, in what context and what is the overall end result)

The Receptionist is responsible for providing secretarial, clerical and administrative support in

 

order to ensure that municipal services are provided in an effective and efficient manner.

SCOPE

(The way that the position contributes to and impacts on the organization)

The Receptionist reports to the Executive Director and is responsible for providing office and

clerical services. Failure to provide these services in an efficient and effective manner will result

in disruptions in the provision of services.

RESPONSIBILITIES

(Major responsibilities and target accomplishments expected of the position including the typical problems

encountered in carrying out the responsibilities.)

1. Provide office support services in order to ensure efficiency and effectiveness within the

Hamlet Office

Main Activities

·         Receive, direct and relay telephone messages and fax messages

·         Direct the First Nations Members and the general public to the appropriate staff

Member

·         Pick up and deliver the mail

·         Open and date stamp all general correspondence

·         Maintain the general filing system and file all correspondence

·         Assist in the planning and preparation of meetings, conferences and conference

telephone calls

·         Make preparations for Council and committee meetings

·         Maintain an adequate inventory of office supplies

·         Respond to public inquiries

·         Provide word-processing and secretarial support

2. Perform clerical duties in order to maintain Hamlet administration

Main Activities

·         Develop and maintain a current and accurate filing system

·         Monitor the use of supplies and equipment

·         Coordinate the repair and maintenance of office equipment

3. Performs receptionist functions

Main Activities

·         Answer all incoming calls and handle caller’s inquiries whenever possible

·         Re-direct calls as appropriate and take adequate messages when required

·         Greet, assist and/or direct students, visitors and the general public

4. Support the Executive Director and other staff

Main Activities

·         Assist the Executive Director and other staff as requested

·         Provide administrative services for the Executive Director

5. Perform other related duties as required

KNOWLEDGE, SKILLS AND ABILITIES

(The knowledge, skills and attitudes required for satisfactory job performance)

Knowledge

The incumbent must have proficient knowledge in the following areas:

·         office administration

·         an understanding of relevant

legislation, policies and

procedures

·         an understanding of the northern

cultural and political

environment

Skills

The incumbent must demonstrate the following skills:

·         team building

·         analytical and problem solving

skills

·         decision making skills

·         effective verbal and listening

communications skills

·         computer skills including the

ability to spreadsheet and

wordprocessing programs at a

highly proficient level

·         stress management skills

·         time management skills

Personal Attributes

The incumbent must demonstrate the following personal attributes:

·         be honest and trustworthy

·         be respectful

·         possess cultural awareness and sensitivity

·         be flexible

·         demonstrate sound work ethics

The Receptionist would normally attain the required knowledge, skills and attitudes through

completion of an office procedures course combined with related experience. Equivalencies will

be considered.

WORKING CONDITIONS

(The unavoidable, externally imposed conditions under which the work must be performed and which create

hardship for the incumbent including the frequency and duration of occurrence of physical demands, environmental

conditions, demands on one’s senses and metal demands.)

Physical Demands

(The nature of physical effort leading to physical fatigue)

The Receptionist will have to spend long hours sitting and using office equipment and

computers, which can cause muscle strain. The Receptionist may also have to do some light

lifting of supplies and materials from time to time.

Environmental Conditions

(The nature of adverse environmental conditions affecting the incumbent)

The office may be a busy facility. The Receptionist may have to manage a number of projects at

one time, and may be interrupted frequently to meet the needs and requests of members,

residents, clients and contractors. The Receptionist may find the environment to be busy, noisy

and will need excellent organizational and time and stress management skills to complete the

required tasks.

Sensory Demands

(The nature of demands on the incumbent’s senses)

Sensory demands include use of the computer, which may cause eyestrain and occasional

headaches. The office may be noisy and busy making it difficult for the Receptionist to

concentrate.

Mental Demands

(Conditions that may lead to mental or emotional fatigue)

The Receptionist will have to manage a number of requests and situations at one time. Stress

may be caused by the need to complete tasks within tight deadlines.

CERTIFICATION

Employee Signature

Printed Name Date

I certify that I have read and understand the

responsibilities assigned to this position.

Supervisor’s Title

Supervisor’s Signature Date

I certify that this job description is an accurate

description of the responsibilities assigned to

the position.

Senior Administrative Officer’s Signature Date

I approve the delegation of responsibilities outlined herein within the context of the attached

organizational structure.

The above statements are intended to describe the general nature and level of work being

performed by the incumbent(s) of this job. They are not intended to be an exhaustive list of all

responsibilities and activities required of the position.