Guest Handling

Answer the questions based on your experience!

1.    Have you ever received a guest at your house?

Answer : ....................................................................................

2.    Do you ask him/her to have a seat?

Answer : ....................................................................................

3.    Do you offer something to drink?

Answer : ....................................................................................

4.    What do you say when you offer a cup of tea or coffee?

Answer : ....................................................................................

5.    What do you say when he/she wants to meet your parents but they are not at home?

Answer : ....................................................................................

Read the dialogue below! Then, answer the questions!

On last Wednesday afternoon, Agus went to Mr. Cakra’s house. Unfortunately, Mr. Cakra was not at home, he was still at schoo.

Agus               :  Excuse me, is this Mr. Cakra’s house?

Yanti               :  That’s right.

Agus               :  Is he in?

Yanti               :  Oh, I’m sorry. He isn’t at home. He’s still at school, perhaps he will back at twelve o’clock. Excuse me, who are you?

Agus               :  I’m his pupil, and you?

Yanti               :  I’m his daughter. Will you wait for him?

Agus               :  No, thanks. Just say hello to your father from his pupil, Agus.

Yanti               :  Well, I’ll tell him.

1.    Who are in the dialogue? ............................

2.    Is Agus a pupil? ............................

3.    What is Mr. Cakra? ............................

4.    Who is Yanti? ............................

5.    When did Agus go to Mr. Cakra’s house? ............................

6.    Was Mr. Cakra in? ............................

7.    The word him in “I’ll tell him” refers to ............................

8.    What is the good title for the dialogue above? ............................

There are some particular expressions usually used in handling guests. Here are some of them.

A.   In an office

v  Greetings (Good morning/afternoon/evening).

v  What can I do for you, Sir/Ma’am?

v  Could I take your name, please?

v  Just a moment, please. I’ll see if Mr./Mrs….is free/available?

v  Have a seat, please.

v  Would you like something to drink?

v  I’m sorry, Sir/Ma’am. Mr/Mrs…is not in.

v  Would you like to leave a message?

B.   In a hotel

v  Welcome to our hotel.

v  Hope you enjoy your stay.

v  Have a nice rest, Sir/Ma’am.

v  Would you like some help with your luggage?

v  Here is your key.

v  Please, check your bill.

C.   In a restaurant

v  Welcome to our restaurant.

v  May I take your order, please?

v  Are you ready to order, Sir/Ma’am?

v  Can I take your coat, Sir/Ma’am?

v  Hope you enjoy the food.

D.   In a shop

v  Can I help you?

v  May I help you?

v  Which one fixes you?

v  Which one do you like?

In pairs, study the dialogue and answer the questions. Then, act it out!

IN AN OFFICE

Mr Fahrur Regan wants to meet Mr Aji Pratama but he has no appointment. However, at first, he proposes his aim to the secretary.

Secretary          :  Good morning, Sir. May I help you?

Mr Regan         :  Good morning. I’d like to meet Mr Pratama.

Secretary          :  Have you made an appointment before?

Mr Regan         :  No. I haven’t. I’ve just arrived back from Sweden this morning. Could you check if he is free?

Secretary          :  Yes, Sir. Please have a seat first, Sir.

(Then, the secretary calls Mr Pratama).

Secretary          :  Excuse me, Sir. Mr Regan is in my room now. He is expecting to meet you.

Mr Pratama       :  Please tell him, I’ll be free at 12.30. I’m having a meeting with the Headboard right now.

Secretary          :  All right, Sir.

(Then, the secretary speaks to Mr Regan).

Secretary          :  I’m sorry, Sir. Mr Pratama is having a meeting with the Headboard right now. He told me that he would be free at about 12.30. Would you like to leave a message, Sir?

Mr Regan         :  Uhm…Please tell him I’ll be back and meet him today at 12.30.

Secretary          :  All right, Sir. I’ll give him your message.

Mr Regan         :  Thank you.

Secretary          :  You’re welcome.

Now, answer these questions! Number one has been done for you as an example!

1.    Who is the guest? (He is Mr Fahrur Regan.)

2.    Whom does the guest want to meet? (........................................................................................... )

3.    Does he have an appointment? (................................................................................................... )

4.    What does the secretary do to handle the guest? (..................................................................... )

5.    Does Mr Pratama meet the guest immediately? Why? (.............................................................)

6.    What does Mr Pratama want his secretary to tell the guest? (...................................................)

7.    What does the secretary say to take the guest’s message? (.................................................... )

Study the expressions below!

How to Take a Message through Direct Interaction

Do you remember how the secretary takes a message from the guest? It is quite similar to when you have formal phone calls. Here are some expressions to take a message through direct interaction.

Guest	Secretary/Front Officer	Responses
v Could I leave a message?	v  Would you like to leave a message?	v  Yes, Sir/Ma’am. v  With pleasure, Sir/Ma’am. v  All right, Sir/Ma’am. v  I’ll give him/her your message.

	Non-Formal	Formal
Guest	I want to see Mr Aji Pratama	I’d like to see Mr Aji Pratama,
Receptionist	Tell me your name!	Could you tell me your name, please!
Guest	Fahrur  Regan. Tell him I’m in a hurry!	I’m Fahrur Regan. Please, tell him I’m in a hurry!
Receptionist	He’s busy. Sit down there and wait!	I’m sorry, Sir. He’s busy right now. Would you like to take a seat and wait, please?

	Non-Formal	Formal
Guest	Sign the visitor’s book!
Receptionist	OK. Give me your pen!
Guest	All right. Coffee?
Receptionist	I don’t drink coffee. I want tea.

	Non-Formal	Formal
Receptionist	I can help you.
Guest	Good. Apryan Siregar from Horasindo Oil Company wants to meet Mr Assegaf.
Receptionist	Sit down there. I’ll check if he’s free.
Guest	OK
Receptionist	He’s busy until lunch. Any message?
Guest	Tell him I’ll be back after lunch!
Receptionist	OK