Contoh Percakapan Walk In Guest: Dialog Reception Hotel
Walk-in guest adalah tamu yang datang ke hotel tanpa reservasi sebelumnya. Sebagai staff reception, kamu harus bisa menangani situasi ini dengan profesional — termasuk berkomunikasi dalam bahasa Inggris.
Di artikel ini, kita sajikan contoh percakapan walk-in guest dalam bahasa Inggris yang bisa dijadikan referensi. Lengkap dengan berbagai skenario!
Apa Itu Walk-In Guest?
Definisi
Walk-in guest adalah tamu yang datang langsung ke hotel dan meminta kamar tanpa melakukan reservasi terlebih dahulu.
Karakteristik
| Aspek | Keterangan |
|---|---|
| Reservasi | Tidak ada |
| Pembayaran | Biasanya full payment atau deposit |
| Ketersediaan | Tergantung occupancy |
| Rate | Rack rate (harga normal) atau promo |
Contoh Percakapan 1: Standard Walk-In
Skenario: Tamu Single Minta Kamar
Receptionist: Good afternoon, Sir. Welcome to Grand Hotel. How may I help you?
Guest: Good afternoon. I’d like to check in, please. I don’t have a reservation.
Receptionist: Certainly, Sir. Let me check our room availability for you. May I know how many nights you’ll be staying?
Guest: Just for one night, please.
Receptionist: Alright. We have a Deluxe Room available for tonight at IDR 850,000 per night. The room includes breakfast for one person, complimentary Wi-Fi, and access to the fitness center. Would that be suitable for you?
Guest: Yes, that sounds good. I’ll take it.
Receptionist: Excellent. May I have your ID card or passport, please?
Guest: Here you go. (memberikan passport)
Receptionist: Thank you, Mr. Johnson. Could you please fill in this registration card?
Guest: Sure. (mengisi form)
Receptionist: Thank you. How would you like to make the payment, Sir? We accept cash, credit card, and debit card.
Guest: I’ll pay by credit card.
Receptionist: May I see your credit card, please? (proses pembayaran)
Thank you. Your room number is 512 on the fifth floor. Here is your room key. Breakfast is served from 6:30 to 10:00 AM at the Garden Restaurant on the ground floor. Do you need assistance with your luggage?
Guest: No, thank you. I can manage.
Receptionist: Very well, Sir. If you need anything, please don’t hesitate to contact the front desk by dialing 0. Enjoy your stay!
Guest: Thank you!
Contoh Percakapan 2: Kamar Tidak Tersedia
Skenario: Full Occupancy
Receptionist: Good evening, Ma’am. Welcome to Sunset Hotel. How may I assist you?
Guest: Hello. Do you have any rooms available for tonight?
Receptionist: Let me check for you, Ma’am. (checking system)
I’m terribly sorry, Ma’am. Unfortunately, we are fully booked for tonight due to a convention event.
Guest: Oh, that’s too bad. Do you have any suggestion?
Receptionist: I’d be happy to help you. Let me call our sister hotel, Ocean View, which is about 5 minutes away. They might have availability.
Guest: That would be helpful, thank you.
Receptionist: (making call)
Good news, Ma’am. Ocean View has a Superior Room available for tonight at IDR 750,000. Would you like me to arrange transportation for you?
Guest: Yes, please. That would be great.
Receptionist: Certainly. Our driver will take you there free of charge as an apology for the inconvenience. Please have a seat while we prepare the car.
Guest: Thank you so much for your help.
Receptionist: You’re welcome, Ma’am. We hope to welcome you at our hotel next time.
Contoh Percakapan 3: Tamu dengan Anak
Skenario: Family Check-In
Receptionist: Good afternoon. Welcome to Family Resort. How may I help you today?
Guest: Hi. We’re a family of four – two adults and two children. We don’t have a reservation but would like a room for two nights.
Receptionist: Of course. Let me check our availability.
We have a Family Suite which can accommodate up to 4 guests. It has one king-size bed and two single beds. The rate is IDR 1,200,000 per night, including breakfast for 4. We also have a kids’ club and swimming pool.
Guest: That sounds perfect. We’ll take it.
Receptionist: Wonderful. May I have the ID of the adult guests, please?
Guest: Here’s my passport and my wife’s.
Receptionist: Thank you. And may I know the children’s names and ages for our records?
Guest: Emma, 8 years old, and Jack, 5 years old.
Receptionist: Lovely. Would you like me to arrange crib or extra amenities for the children?
Guest: A baby kit with toothbrushes would be nice.
Receptionist: Certainly. I’ll have housekeeping prepare that. Your room is 305 on the third floor. The kids’ club is open from 9 AM to 5 PM if you’d like some quiet time.
Guest: Great, thank you!
Receptionist: You’re welcome. Enjoy your stay with us!
Contoh Percakapan 4: Tamu Minta Diskon
Skenario: Negotiating Rate
Receptionist: Good morning, Sir. How may I help you?
Guest: I’d like a room for three nights. What’s your best rate?
Receptionist: For three nights, I can offer you our Standard Room at IDR 600,000 per night. That would be IDR 1,800,000 total.
Guest: That’s a bit higher than my budget. Is there any discount for longer stays?
Receptionist: Let me check if we have any promotions available…
I can offer you a 15% discount for the three-night stay, bringing the total to IDR 1,530,000. This includes breakfast and late check-out until 2 PM.
Guest: Can you do 20%?
Receptionist: I apologize, Sir. 15% is the maximum discount I can offer at my level. However, I can upgrade you to a Deluxe Room for the same price. How does that sound?
Guest: Alright, that’s a good deal. I’ll take it.
Receptionist: Excellent choice, Sir. Let me proceed with the registration.
Contoh Percakapan 5: Tamu dengan Request Khusus
Skenario: Special Requirements
Receptionist: Welcome to Elite Hotel, Ma’am. How may I assist you?
Guest: I need a room for tonight. I have some specific requirements – I need a non-smoking room on a high floor, away from the elevator.
Receptionist: Certainly, Ma’am. Let me find the perfect room for you.
I have a Deluxe Room on the 12th floor, room 1218. It’s non-smoking, corner unit, away from the elevator. Would that work?
Guest: Perfect. Also, I’m allergic to feather pillows.
Receptionist: Noted, Ma’am. I’ll ensure your room has hypoallergenic pillows instead. Any other preferences?
Guest: Extra towels and a yoga mat if possible.
Receptionist: Absolutely. I’ll arrange those to be delivered to your room. Is there anything else?
Guest: That’s all, thank you.
Receptionist: You’re welcome. Here’s your key, Ma’am. Room 1218 on the 12th floor. If you need anything else, please contact the concierge.
Tips Menangani Walk-In Guest
Do’s ✅
| Tips | Keterangan |
|---|---|
| Sambut dengan hangat | First impression penting |
| Cek availability cepat | Jangan buat tamu menunggu |
| Tawarkan alternatif | Jika kamar preferen tidak ada |
| Jelaskan fasilitas | Highlight value |
| Upselling sopan | Tawarkan upgrade |
Don’ts ❌
| Hindari | Alasan |
|---|---|
| Menolak tanpa solusi | Selalu tawarkan alternatif |
| Terlihat bingung | Kurangi kepercayaan tamu |
| Lupa detail | Catat semua request |
| Terlalu pushy | Jangan memaksa upsell |
Frasa Penting dalam Bahasa Inggris
Greeting
- “Welcome to [Hotel Name].”
- “Good morning/afternoon/evening, how may I help you?”
Checking Availability
- “Let me check our availability.”
- “We have [room type] available.”
- “I’m sorry, we’re fully booked.”
Offering Rooms
- “The rate is [amount] per night.”
- “It includes breakfast/Wi-Fi/parking.”
- “Would that be suitable for you?”
Registration
- “May I have your ID/passport?”
- “Please fill in this registration card.”
- “How would you like to pay?”
Closing
- “Enjoy your stay!”
- “If you need anything, dial 0.”
- “Have a pleasant evening.”
FAQ: Pertanyaan Seputar Walk-In Guest
Apakah walk-in guest harus bayar lebih mahal?
Tergantung. Biasanya dikenakan rack rate (harga standar), tapi bisa dapat diskon jika negotiate atau ada promo.
Bagaimana jika kamar penuh?
Bantu carikan hotel lain, idealnya partner hotel. Tawarkan transport jika memungkinkan.
Apa yang dilakukan jika tamu tidak punya ID?
Tidak bisa check-in. ID wajib untuk keamanan dan legal requirement.
Untuk info lebih lanjut tentang tugas reception, baca tugas dan tanggung jawab reception hotel.
Kesimpulan
Menangani walk-in guest membutuhkan skill komunikasi yang baik, terutama dalam bahasa Inggris. Yang penting:
- Sambut dengan profesional
- Cek availability cepat
- Jelaskan dengan jelas
- Tawarkan solusi jika full
- Catat semua request
Semoga contoh percakapan di atas membantu!
Artikel ini terakhir diupdate pada Desember 2027.