Page 172 - English for Front Office

Staff : Because of this incident, you do not need to
pay anymore and you will have a special
dinner package for tonight.

Guest : Okay, now this is what I call quality service.

Staff : Thank you for your patience, Ms. Karina.
This is your room key D 01 and this one is
your voucher dinner. Our bellboy will help
you to move your luggage.

Guest : Yes, hurry up, please.

Staff : Alright, Ms. Karina. Thank you for bringing
this matter to our attention. Have a good rest.

Guest : Okay.

Conversation 2

Staff : Good afternoon. May I help you?

Guest : Yes. I’m in Room F 14. I’m really upset. This
is unacceptable, I reserved a room with a king
size bed or better, but you gave me double bed.
Can you upgrade me to a suite?

Staff : I'm sorry sir, I don't have the authority to make
that type of upgrade. Could you please hold on
for a few minutes? I will run and get my
manager. She will be able to work with you to
resolve this issue.

Guest : Fine