Page 17 - MA_Dasar Penerapan Layanan Prima Excellent Service_Refleksi 3

Media Pembelajaran

1. Bahan ajar video “Greeting and Welcoming Guest” terdapat pada link ini :
https://drive.google.com/file/d/1od60dMTL6NXxpoCM-
_lDuIQjeUJxdCaE/view?usp=sharing
2. Transkrip teks audio percakapan untuk pelayanan penanganan barang bawaan
tamu pada saat kedatangan dan keberangkatan :

Percakapan Penyambutan Tamu
“STANDARD OPERATING PROCEDURE FOR HANDLING INDIVIDUAL
GUEST LUGGAGE CHECK-IN”

1. AT THE CAR STOP / BELL CAPTAIN COUNTER
• GREETING AND WELCOMING
B: Good Afternoon Sir/Madam….Welcome to Handayani Mini Hotel. Do you have
any luggage?
G: Good Afternoon! Yes, I have in the car
• UNLOADING LUGGAGE
(Bellboy unloading luggage carefully and putting on the right place)
• CONFIRMING TOTAL NUMBER & CONDITION OF LUGGAGE
B: Excuse me Sir/Madam! I’ve got 2 peaces of your luggage. Is that correct?
G: Yes that is correct.
or….
B: Excuse me Sir/Madam! I’ve got the handle of your suitcase is broken.
G: Well, it’s already broken. Never mind! Thanks.
• ESCORTING TO THE RECEPTION
B: Please follow me to the reception desk! (The reception desk is this way
Sir/Madam! This way please!)
G: Thanks.
• STACKING THE LUGGAGE ON TROLLEY
(Bellboy lifts & stacks the luggage on trolley properly)
• OBTAINING BELLBOY ERRAND CARD & STAMPING
(Bellboy takes a bellboy errand card and stamps it and he stands near the luggage)
• WAITING CALLING FROM THE RECEPTIONIST
R : Bellboy please…. ! (Receptionist calling the Bellboy)
B : Are you ready to go to your room Mr. Benson?
G : Yes, please

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