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.

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)

1. Pre-Arrival (x and x)

2. Arrival (x and x)

3. Stay/ Occupancy (x and x)

4. Departure (x and x)

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.

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

1. xx

2. xx

3. xx

4. xx

Scenario:

Couple on honeymoon wants ocean view room.

1. xx

2. xx

3. xx

4. xx

Scenario:

Family with children and need connecting rooms.

1. xx

2. xx

3. xx

4. xx

Scenario:

Business traveler with corporate rate inquiry.

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.

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.

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.

For example:

1. Good thing: My greeting was polite

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

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

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

2)1st student semester 1

3)padang,Sumatra barat

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

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.

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

Semester : 1

Hometown : Solok City, West Sumatera

Hopes : Can build relationship and gain knowledge to apply

Funfact : I like tea and coffee

• 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.

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

-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

→ 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.

• 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

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

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

• 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

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

• 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

-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

To improve : My confident

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?

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

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

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

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

To improve : my english skill

"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?"

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

2.Sleeping At Work

3.Lack of Personal Hygiene

4.Lack of Hospitality

5.littering

2. no nametag

3. poor hygiene

4.bad posture

5. sleeping at work

to improve : my confident

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

Assigning key to the guest

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

2.bad grooming

3.bad hygiene no clean

4.Undisciplined

5.Unprofessional

Cahya Annisa as a guest

Muhammad hanif as a guest

Cahya as a guest, and

Hanif as a guest

To demonstrate how messages can be distorted as they pass from person to person — and why clear communication is critical in hotel customer service.

Guests : Syaifullah Aswat & Ghaisani Asyrafi Syauqi

1. Desinita Sari binti Rusli

2. Muhammad Ikhsan

3. Wahyu Afnadi

1. In pair/ small group, discuss on the most appropriate, high engagement scenario/ script of check-out skills.

2. Your can choose to use Indonesian or Malaysian setting.

3. Your scenario MUST be based on a guest who have fully paid during pre-arrival/ check-in, but your hotel collect deposit of RM100.00 (Malaysia)/ RP250,000 (Indonesia) upon check-in. Your hotel does not provide any saleable items in minibar and all service consumptions (room service, in-house breakfast/ lunch/ dinner) CANNOT be charged to room (CTR).

4. Your role MUST highlight the check-out skills by emphasising the critical elements that include proper greeting, obtaining room key, checking guest account and confirming settlement, deposit refund, complaint handling, asking guest experience, obtain future reservation, upselling - offer transportation and proper bidding farewell.

5. please wear full uniforms (according to your university standards) when producing the video.

6. kindly upload your video by listing the pair/ group names and your institution by 12th June 2026 (Friday).