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Hospitalitiktok (@hospitalitiktok) on TikTok | 5.2K Likes. 548 Followers. Byte-sized Hospitality Education on the go. Based in Puncak Alam, Malaysia.Watch the latest video from Hospitalitiktok (@hospitalitiktok).

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Position: Senior Lecturer

Faculty: Hotel & Tourism Management

Field of Expertise: Hospitality Education (Assessment and Evaluation), Hospitality Management

He received his Ph.D in Education from Universiti Teknologi MARA (UiTM). Prior to joining academia, Dr. Taufik worked as Front Office Assistant and Customer Service Officers in few hotels and service-related companies. As a hospitality educator, he teaches various courses ranging from Front Office Management, Food and Beverage Service Management to Hotel Premier Service.

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Kindly post your photo, that best represent yourself as a hotel professional and please include the following details:

1. Your full name with your nickname in brackets

2. Your current semester

3. Hometown (province/ city/ kabupaten)

4. Your expectations or hopes for this international lecture series

5. One fun fact about you (example, a hobby, a hidden talent, favourite food, or dream destination)

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List at least two (2) activities happen in each guest cycle:

1. Pre-Arrival (x and x)

2. Arrival (x and x)

3. Stay/ Occupancy (x and x)

4. Departure (x and x)

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Reservation Through Phone Call (Standard)

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Reservation Through Phone Call (Standard)

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English conversation with subtitles | Hotel reservation

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Hospitality Management - Free Waiter, Front Office,Housekeeping, Hotel job Training Tutorials

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Read this Tutorial first: How to take Reservation on phone. This will give you more theoretical concept which will be needed to understand this particular tutorial.

For a front desk agent making proper reservation is the most important job. Generally most of the reservation has been done by phone. Here you will learn exactly what steps a front desk agent needs to follow to make a reservation in phone.

Training Video

Click Here to Watch: How a Hotel Front Desk Agent or Receptionist Make Room Reservation by Phone with Dialogue

Guest: "I want to make a reservation"

Agent: Ok sir. How should I address you?

Guest: I am Robert Temple.

Agent: Ok Mr. Temple, are you our priority Club Member?

(Ask to ensure about guest) Or

"Did you stay here before?"

(If guest says yes then ask following question)

"May I have your previous check in & check out date, please?"

(Ask this question to know what price was offered before and what is guest preference and other information related to that particular guest)

If you don't find any room Available:

Agent: I am terribly sorry, Mr. Temple. All our rooms are booked on XXX date. If you wish then I can put your reservation on waiting list or would you like me to recommend another hotel?

Now if guest want his reservation to be put on waiting list then take full details about the guest and give him a reservation confirmation number.

Now your approach will be to know which room will best match with guest. Follow these steps:

Agent: OK, MR. Temple, will you travel alone or not?

(As a agent your duty is to recommend such room which match with guest. If guest travel with family then you cannot recommend him a single room and on the other hand if he comes with a family or friends then you should look for family room or others which is for more than 1 person. Read our Room Types tutorial for clear concept.)

Agent: MR. Temple, currently we have deluxe room, suit and studio room to accommodate your family.

(If you have different types of rooms vacant then give some options to guest.)

Step-5: Try to highlight different features of each type of rooms and their price. If there any is any discounted offer, offer it. Be ready all the time for up selling.

Agent: How should I spell your name sir?

Guest: It is R-O-B-E-R-T Robert and Then T-E-M-P-L-E Temple

Agent: Is it R-O-B-E-R-T Then T-E-M-P-L-E ?

Then politely request him for guaranteed booking.

Agent: Mr. Temple as you know our hotel is a busy hotel. So, I would like to recommend you to guarantee your booking as we have very high occupancy rate, you know.

Agent: Mr. Temple I just make your reservation guaranteed. This will ensure your booking. Now, if you do not come on XXX date, without informing us then one night room rate will be charged from your credit card as penalty. But if you like to change your reservation then you have to inform us 24 hours in advance. I guess you understand our policy.

Agent: May I have your contact number and address, please.

Agent: Mr Temple we are offering more for our guest. Would you like us to arrange pick up service for you in the airport?

Agent: OK sir. For transportation facility, both fax or telephone and credit card guarantees are required. Once we received confirmation from you, our concierge will contact you and make all the arrangements.

Agent: So, MR. Temple now I am going to repeat your reservation details. You like to be checking in on XXX and your checking out date is XXX. You preferred non-smoking, twin bedded supreme room for you and your family. Room rent is XXX US$ per night which included complimentary breakfast. You also pay in advanced for transportation service. Your confirmation number is XXX"

Agent: Thanks you Mr. Temple for choosing XXX hotel. Certainly you take the right decision. So, Mr Temple see you on XXX. Have a nice day.

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Making Room Reservation on Telephone (Practical Training)

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A to Z FREE Practical Hotel Management Training on Making Room Reservation on Telephone

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Pasaribu, M.Si.Par., CHE

Position: Senior Lecturer

Faculty: Tourism and Hospitality

Universitas Negeri Padang

Currently Pursuing PhD in Tourism Management, Taylor's University Malaysia. Before joining as academia in UNP, Pasaribu worked as Assistant Sales Manager at a 4 star hotel and experienced in few tourism industries. He is also a Certified Hospitality Educators (CHE) from AHLEI.

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Goal: Practice real-time phone reservations with specific scenarios

Duration: 10 minutes

Requirement:

1. Work in a group of 4 (breakout rooms) - two will be the agents and another two will be the guests

2. you will be assigned a scenario

3. Create reservation call script (conversation with guest) - use word document and upload later

4. practice real-time reservation through phone call

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Name:

1. xx

2. xx

3. xx

4. xx

Scenario:

Couple on honeymoon wants ocean view room.

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Name:

1. xx

2. xx

3. xx

4. xx

Scenario:

Family with children and need connecting rooms.

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Name:

1. xx

2. xx

3. xx

4. xx

Scenario:

Business traveler with corporate rate inquiry.

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Name:

1. xx

2. xx

3. xx

4. xx

Scenario:

Guest with special needs (mobility challenged). The receptionist may offer a room at lower level floor and other relevant recommendations.

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Name:

1. xx

2. xx

3. xx

4. xx

Scenario:

A caller may ask about the availability of certain meals (like breakfast) or other hotel facilities and amenities.

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Name:

1. xx

2. xx

3. xx

4. xx

Scenario:

The guest asks for a reservation on dates when all rooms are booked. The receptionist may offer to place the guest on a waiting list or suggest alternative hotels.

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List one (1) good thing you did or noticed, and one (1) area to improve from the roleplay.

For example:

1. Good thing: My greeting was polite

2. To improve: I forgot to ask for guest contact number

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Meeting ID and Passcode for Class with Dr Taufik

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full name : Farhan Abdul Hanafi (Farhan)

Curent semester : 1

Hometown : Sumatera Barat/ Maninjau / Agam

Hope : I hope i can have a great job in another country

Fun Fact : my hobies is watch movie, my talent is always happy, my favorite food is Indomie goreng, and my dream destination is Makkah and Madinah

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1.Syaifullah Aswat

2.1st year student semester 1

3.Padang, Sumatera Barat

4.To be inspired and motivated to apply new insights in real life context

5.Playing futsal, listening music

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1. Cahya Annisa (cahya)

2. 1st year student semester 1

3. Padang, Sumatera Barat

4. To gain broader knowledge and perspectives from international experts.

5. Making some handcraft

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1)Muhammad ikhsan

2)1st student semester 1

3)padang,Sumatra barat

4)To be inspired and motivated insight in real life context

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full name : wahyu afnadi

Curent semester : 1

Hometown : Sumatera Barat/ Maninjau / Agam

Hope : I hope i can be a supervisor in ayana resort

Fun Fact : my hobies is build a gunpla, my favorite food is mie ayam , and my dream destination is madinah.

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1.Full Name : Imam Tri Prasetyo Adrianto

2.Current Semester : Early Semester / Semester 1

3.Hometown : Sumatra Barat//Pariaman

4.Hope : I hope someday i can be successful person and rich by doing something that i like

5.Fun Fact : I like my environment or my surrounding to be clean, it it not i'll clean it up by myself

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1. Alexandra Armen Dita (Alexa)

2. First semester

3. i'm from Padang, West Sumatera

4. i wish i can be a general manager in famous hotel and have so many work experience

5. My hobby is Dancinggg

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1. Citra Dinda Hasmari H. (Citra)

2. 1st semester student

3. Province Sumatera Barat / Lubuk Sikaping City / Pasaman Regency

4. My hopes for this international lecture series are to get so much knowledge and experience as possible & becoming more impactful for myself and for the future.

5. I like staying up late just to admire the night sky with the moon and stars up there.

I really love ice cream and listening to music.

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1. Yassinta Alkeisha (Keke)

2. 1st year

3. Kab. Padang Pariaman, Sumatera Barat

4. I hope to gain more knowledge about international standards in hospitality, especially in front office operations

5. I like to read or watch anything about liminal spaces

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1. Desinita Sari binti Rusli (Desi)

2. 1st year student sem 1

3. Lombok Tengah, Nusa Tenggara Barat

4. By joining this international lecture, I hope to learn more about hospitality and use the knowledge for my future career.

5. Funfact about me : i love listening to music and find out about new artist, and i like to learn a new language.

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1. Pre-arrival

Reservation

Booking confirmation

2. Arrival

Check-in

Offering assitance

3. Stay/Occupancy

Handling request

Housekeeping services

4. Departure

Check out

Settle payment

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Nama : Muhammad Hanif (Hanif)

Semester : 1

Hometown : Solok City, West Sumatera

Hopes : Can build relationship and gain knowledge to apply

Funfact : I like tea and coffee

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1. Pre-Arrival

• Reservation is made (by phone, online, or travel agent).

• Guest inquiries are answered (room type, rates, facilities).

2. Arrival

•Check-in and registration process.

•Luggage assistance by bell service.

3. Stay (Occupancy)

•Housekeeping service (room cleaning, amenities replenishment).

•Food & beverage service (restaurant, room service).

4. Departure

•Guest checks out and settles bill.

•Bell service assists with luggage and transportation.

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1. Pre arrviral

- Making Room reservation

- Handling payment

2. Arrival

- Welcoming guest at the lobby

- Check in

3. Stay

- Handling guest complaints and requests

- providing food n beverage

4. Departemen

- check out

- Saying farewell and thanking the guest for staying

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1. Pre-Arrival (Reservation Processing and Sending information & Guarantee)

2. Arrival (Registration/Check-In and Rooming)

3. Stay/ Occupancy (Handling Guest Requests/Concierge and Posting Charges)

4. Departure (Settlement/Check-out Bill Review & Payment Processing)

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Full name: Dian Zahra Rahmadani (Zahra)

Current Semester: one (1)

Hometown:Riau/rengat/Indragiri hulu

Expectations/hopes: I hope I can achieve my dreams and can communicate with many people and bring happiness to them.

Fun fact about me: I like to carry a mirror everywhere

my hobbies are digital design, learning foreign languages, writing and listening to music.

My talents are singing and designing

My favorite food: Strawberry Anything that smells like strawberries and i like to mie ayam

Dream destination:my dream is to go to the London,work in a hotel abroad in Switzerland or Dubai

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1. Khaidatul Jannah

2. I am currently in the 1th semester Mate

3. I come from Kabulaten Limapuluh kota, West Sumatra.

4. I hope this lecture series will broaden my knowledge, enhance my professional skills, and give me valuable insights for my future career.

5. One fun fact about me is that I love reading books in my free time

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1.Pre-Arrival

-Room reservation (booking)

-Confirmation of reservation

or special requests (e.g., specific room (request

2.Arrival

-Check-in at the front desk

-Verify identification and payment details

Stay/Occupancy

-Room service requests

-Daily housekeeping and amenities restock

Departure

-Check-out process

-Payment and final bill settlement

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1. Pre-Arrival

→ Guest makes a room reservation, Hotel sends booking confirmation and pre-arrival information.

2. Arrival

→ Guest checks in at the reception, Concierge or bellboy assists with luggage and escorts guest to the room.

3. Stay Occupancy

→ Guest requests in-room dining or other hotel services, Housekeeping maintains cleanliness and replenishes amenities.

4. Departure

→ Guest settles the bill at front desk, Receptionist arranges transportation or assists with luggage for departure.

# data[].attributes.body
1. Pre-Arrival

Room reservation (booking)

Special request confirmation

2. Arrival

Check-in process

Luggage assistance

3. Stay / Occupancy

Using hotel facilities

Housekeeping / room service

4. Departure

Check-out process

Luggage handling

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Good thing: I maintained a professional tone during the interaction.

To improve: I missed asking for the guest's email address.

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1. Pre-Arrival (before guest reaches the hotel)

1. Making a reservation

2. Receiving booking confirmation / inquiry handling

2. Arrival (when guest comes to the hotel)

1. Check-in process at the front desk

2. Room assignment and key handover

3. Stay Occupancy (while guest stays in the hotel)

1. Using hotel facilities & services (restaurant, spa, pool, etc.)

2.Housekeeping and room service

4. Departure (when guest leaves the hotel)

1. Check-out and settling bills

2. Transportation or luggage assistance

# data[].attributes.body
1. Pre-Arrival

Room reservation (booking)

Special request confirmation

2. Arrival

Check-in process

Luggage assistance

3. Stay / Occupancy

Using hotel facilities

Housekeeping / room service

4. Departure

Check-out process

Luggage handling

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1.Ghaisani Asyrafi Syauqi

2.Smt 1

3.West Sumatra/Lubuk Sikaping/Pasaman

4.To be a good person and be a honestly to another people

5.My hobby is Gamer, and my favorit food is Chicken noodle

# data[].attributes.body
1. Pre-Arrival

Making a reservation

Inquiring about hotel services or facilities

2. Arrival

Guest check-in process

Handling luggage (bell service/porter assistance)

3. Stay / Occupancy

Housekeeping service (room cleaning, amenities)

Guest requests and concierge assistance (e.g., booking tours, room service)

4. Departure

Guest check-out and bill settlement

Arranging transportation or luggage assistance

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1. Amiratul Athifah

2. 1st semester

3. Padang, West Sumatra

4. I hope this international lecture series will give me new knowledge about hotel management, especially in the front office area, and also help me to improve my confidence and communication skills

5. I often get curious about many different topics that interest me, and sometimes I like to create stories in my head

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1. Pre-arrival

•Reservation

•information request

2. Arrival

•check-in

•luggage handling

3. Stay/occupancy

•room service

•guest assistance

4. Departure

•check-out

•luggage assistance

# data[].attributes.body
1. Pre-Arrival

-Making a reservation

-Inquiring about room types, rates, or facilities

2. Arrival

-Guest registration / check-in

-Providing welcome services (welcome drink, information, assistance with luggage)

3. Stay / Occupancy

-Housekeeping service (cleaning the room, turndown service)

-Requesting additional services (room service, concierge, laundry, etc.)

4. Departure

-Guest check-out (settling bills, returning keys)

-Arranging transportation or luggage assistance

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Good thing : My memory was good

To improve : My confident

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Kindly list down at least FIVE (5) unprofessional front desk etiquette demonstrated by the FOA in the video.

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"Front Desk First Impressions" Front Desk unprofessional segment

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Based on this video, kindly answer the following questions:

1. is it a walk-in guest or guest with booking?

2. what does upgrade means? why is it possible for you to upgrade the room?

3. can you spot one critical mistake that the FOA shouldn't do?

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Learn English for Hotel and Tourism: "Checking into a hotel" | English course by LinguaTV

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What is "Indonesian Standard Greeting"?

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Demonstrate how do you capture guest data upon check-in.

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Demonstrate how do you capture guest data upon check-in.

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Determining Room Availability and Room Information

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Determining Room Availability and Room Information

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Demonstrate how do you handle the payment process

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Demonstrate how do you handle the payment process

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Demonstrate how do you assigning key to guest

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Demonstrate how do you assigning key to guest

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1. Parked his car in the reserved parking lot only

2. Came late

3. Bad personal hygiene

4. 0% hospitality

5. Bad grooming

6. Sleep during work time

7. Ignoring the guest (chit-chatting with his colleague, taking a call while serving the guest)

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1. come late

2. ignoring the guest

3. chitchating with partner

4. answering personal call in front of guest

5. not asking for guest id card, and just give the room key

6. sleep at works

7. not maintain the hospitality

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1. Guest with booking

2. Upgrade means giving a better room or service than the one the guest booked before, in this situation, the upgrade happened because the hotel made a mistake, so there's no extra charge for this upgrade

3. She doesn't apologize and saying the room number out loud

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Demonstrate how do you direct guest to their room

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Demonstrate how do you direct guest to their room

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1. Guest with booking

2. Upgrade means we giving a higher room than the previous one,we can upgrade a room for a compensation of hotel bad service.

3. Doesn't wear a name tag and saying the room nomber out loud

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1. Guest with booking

2. The FOA upgrade from single room to bussines suite room, because the single room is full of book

3. She doesn't wear name tag, she doesn't apologizing of her mistake, she announce the room number

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1. Bad personal hygine

2. Come late to the office

3. Ignore the guest

4. Talking with partner at work session

5. Sleep at work

6. Bad grooming

# data[].attributes.body
1. Come late

2. Bad personal hygiene

3. Ignoring the guest

4. Bring the phone at the work

5. Pick up the personal phone during the work time

6. Sleep during work time

7. Bad grooming

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1. Guest with booking

2. Upgrade room means we giving a higher room to customers/ guest than the previous one,we can upgrade a room for a compensation of hotel bad service.

3. She doesn't wear a name tag and saying the room nomber out loud

# data[].attributes.body
1. Bad personal hygine

2. Come late to the office

3. Ignore the guest

4. Talking with partner at work session

5. Sleep at work

6. Bad grooming

7. Being Stupid

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1. not taking care of his grooming

2. bad hygiene

3. coming late to work

4. using the reserved parking lot

5. ignoring the guest

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1. A guest with booking

2. Upgrade means a room given to a guest which is a room thats better and bigger also a higher category than the previous room that the guest booked for.

We can give an upgrade rooms if there's have a problem with the system or the hotel made a mistake with the guest booking as a compensation and no extra charge

3. The staff announced the room number out loud

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1. Come late

2. Bad grooming

3. Unpolite to the other guest

4. Sleep while working

5. Ignoring the guest

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1. Guest with booking, because the guest have a reservation

2. Upgrade means we provide higher room than the room has booked by the guest. This can happen because there is no reservation record due to system error, and there are no rooms of the booked type available when the guest arrives.

3. The receptionist didn't wear a name tag, and announced the number of room loudly

# data[].attributes.body
1. Guest with booking

2. Upgrade means giving a guest a better room or service than what they paid for (free charge). In the video the hotel has an error with the booking system and don't have any siggle room so the FOA give an upgrade

3. The FOA not Apologize sincerely fo the mistake,She mentioned the room number and not wearing a nametag

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1. Throwing trash carelessly

2. Parking in the guest area

3. Not wearing the uniform properly

4. Arriving late

5. Not listening to or respecting others when they speak

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1.Improper uniform maintance and trnasport

2.wears ipod to work

3.doesnt use employee entrance

4.late for work

5.doesnt apologize

6.unwashed uniform

7.no name tag

8.bad posture

9.ignores approaching guest

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1.Guest with booking

2.upgrade means to make improvements to something or exchange it for a better version.because the single rooms is full,and the recepcionist upgrade room to the business suites

3.doesnt wear a name tag and she doesnt apologize

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Good thing : I am a very hospitable person

To improve : my english skill

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Indonesia standar greeting

"Selamat siang bapak/ibu, selamat datang di unp hotel, ada yang bisa saya bantu?" (Tersenyum ramah sambil meletakan tangan kiri di dada sebelah kanan) in English "good morning mam/sir, welcome to unp hotel, how may I assist you?"

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Come late / undisciplined

Unhygienie

Not take care about his grooming

Not prioritizing the guest first

Impolite to guest

# data[].attributes.body
1. Guest with booking

2. “Upgrade” in a hotel/front office context means changing the guest’s assigned room category to a higher or better room than what was originally booked or allotted

And possible to do because as a gesture of goodwill to recover from service issues

3. The FOA not wearing a name tag

# data[].attributes.body
1. Guest with booking

2. Room upgrade means giving the guest a better or higher room type than the one originally booked. This can be done as a form of compensation when the hotel provides poor service.

3. She doesn't wear a name tag and saying the room nomber out loud

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1.Being Late (Lack of Discipline)

2.Sleeping At Work

3.Lack of Personal Hygiene

4.Lack of Hospitality

5.littering

# data[].attributes.headline
1. Guest with a booking.2. An upgrade means giving the guest a higher room category than the one originally booked.We can offer an upgrade if the requested room type is not available, as compensation for poor service, or as a complimentary gesture to appreciate the guest.3. The staff did not wear a name tag and did not sincerely apologize for the mistake.

# data[].attributes.subject
1. Guest with a booking.2. An upgrade means giving the guest a higher room category than the one originally booked.We can offer an upgrade if the requested room type is not available, as compensation for poor service, or as a complimentary gesture to appreciate the guest.3. The staff did not wear a name tag and did not sincerely apologize for the mistake.

# data[].attributes.headline
1. Late for duty.2. Poor grooming.3. Sleeping while on duty.4. Displaying a bad attitude.5. Showing impolite gestures toward the guest.

# data[].attributes.subject
1. Late for duty.2. Poor grooming.3. Sleeping while on duty.4. Displaying a bad attitude.5. Showing impolite gestures toward the guest.

# data[].attributes.body
1. Parking in guest

2. Not greeting guest

3. Using phone/headset on duty

4. Poor uniform/grooming

5. To be indifferent to guest

# data[].attributes.body
1. Guest with booking

2. Upgrade means giving the guest a better or higher room type than the one originally booked.
It is possible because the booked room is not available or as a gesture of good service from the hotel.

3. She doesn't use a name tag and also doesn't apologize to the guest for her mistakes

# data[].attributes.body
1. late for work

2. no nametag

3. poor hygiene

4.bad posture

5. sleeping at work

# data[].attributes.body
1. guest with booking

2. becuase the single room is full and the guest get the better room

because the sistem can't found the record of the guest

3. front office not wear name tag

# data[].attributes.body
good thing : my greeting was polite

to improve : my confident

# data[].attributes.body
1.Pre arrival

making reservation

asking the payment

2.Arrival

check in at the front desk

asking for id card

3.Stay/Occupancy

order a room service

Make up room

4.Departure

Check out and asking if the guest used any of room services

Asking for the guest review

# data[].attributes.body
1. It is a guest with booking.

2. Upgrade room means giving a guest a better room/it can be a service than what they paid for and its free of charge or no extra cost.

We can give an upgrade rooms to the guest because the room that already reserved by guest was not available.

3. Critical mistake the FOA shouldn't do is do not talking too long to resolve the issue while the guest waits with the reservation.

The receptionist doesn't apologizing sincerely for the mistake, didn't wear a name tag, and announced the number of room loudly.

# data[].attributes.body
1. He is the receptiont, but at first he comes at guest parking or visitor space.

2. The guest just passing by him and he does not cares with the people he bump with.

3. Eating bubblegum and put in on the locker, no attitude.

4. Not washing hands after using bathroom.

5. Sleep while working.

6. Just him with his sloppy appearance.

7. Do not have a perfect attitude while handling the guest. Picking up a call with another people while have a guest just standing in front desk, but the receptiont just do his things.

8. Not taking care of his grooming, just wearing an improper uniform

9. Doesn't apologize after all the mistakes he did.

# data[].attributes.body
Group 5 : Desi, Wahyu and Ikhsan

Assigning key to the guest

# data[].attributes.body
1.Guest With Booking

2. Uprage means Providing better service and higher room type.

we can upgrade the room if there is a system error or hotel Made a mistake with the booking, upgrade the room as a compensation and not taking extra charge

3. He didn't say sorry

# data[].attributes.body
1.bad behavior

2.bad grooming

3.bad hygiene no clean

4.Undisciplined

5.Unprofessional

# data[].attributes.body
Farhan hanafi as a receptionist

Cahya Annisa as a guest

Muhammad hanif as a guest

# data[].attributes.body
Farhan Hanafi as a receptionist

Cahya as a guest, and

Hanif as a guest

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Guest Relations in Front Office

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Verbal and Non-Verbal Communications

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Handling Difficult Guests