English for Hospitality

Topic 2

Room Reservation via Telephone

Please wait a moment. I have to check if there is a room a

vailable.

11Some information about room reservation

22 Room types

33Listening and speaking

44Homework

55Conclusion

Part 1 Some information about room reservation

Three kinds of reservations1. Simple reservation -the hotel has the right to cancel the

reservation before 18:00.2. Confirmed reservation -keep it until the cut-off time.3. Guaranteed reservation -prepared via credit card or with contract.

The procedure of room reservation

1. Guest’s identity

2. Accept reservation

3. Reservation confirmation

4. Note down necessary information

5. Welcoming preparation

Guest’s information

1. Guest’s name2. Contact person, telephone number, company name,

address3. Room type, number of rooms4. Number of guests5. Nationality6. Date/time of arrival/departure, length of staying7. Discount / payment8. Check out time

Part 2: Room Type 1. A single room 单人间

2. A double room 双人大床间

3. A twin room 两床间

4. A standard suite 标准套房A royal suite 大套间

5. A presidential suite 总统套间

Listen to the Dialogue

• Here is an audio about reservation via telephone:

Dialogue:•A: Room Reservations. Can I help you?•B: Yes, I'd like to book a single room with a bath from the afternoon of October 4 to the morning of October 10.•A: Yes, we do have a single room available for those dates.•B: What is the rate, please?•A: The current rate is $150 per night.•B: What services come with that ？•A: For $150 you'll have a radio, a color television, a telephone and a major international newspaper delivered to your room everyday.•B: That sounds not bad at all. I'll take it. •A: Very good. Could you tell me your name, sir, please?

• B: Yes, it is Moore.• A: How do you spell it, please?• B: It's M-O-O-R-E.• A: M-O-O-R-E. And what is your address, please?• B: It is 3600 Montague Boulevard, Hattiesburg,

Mississippi 39401 U.S.A.• A: Excuse me, sir, but could you speak a little more

slowly, please?• B: Sure, no problem. It's 3600 Montague Boulevard,

Hattiesburg, Mississippi 39401 U.S.A. Have you got it?

• A: Yes, so it is 3600 Montague Boulevard, Hattiesburg, Mississippi 39401 U.S.A.

• B: That's right.• A: What about your telephone number?• B: It’s (601) 264-9716. By the way, I'd like a quiet

room away from the street if that is possible.• A: A quiet room away from the street is preferred.

OK. We'll mail you a reservation card confirming your booking as soon as possible. We look forward to your visit.

• B: Thank you and good-bye.• A: Good-bye.

Here is a short video about the conversation above

二.WMV

Enjoy a short video about reservation

I have a lot of urgent letters to do.

I have a lot of urgent letters to do.

Some of my clients are arriving at the airport today.

Some of my clients are arriving at the airport today.

002.WMV

Part 3: Oral Practice

• Student A: your name is Bill from France. You are making a telephone call to Guilin international hotel. You want to book a single room with bath for March 2nd and 3rd. You don’t want breakfast.

• Student B: answer the phone and accept the booking. After checking, you can confirm a booking for a single room. It cost 480 RMB. you want to know who is making the reservation and note down the necessary information.

Part 4: Class Presentation

I’d like to book a double room for two,

from March 4th to 5th.

Part 5: Homework

• Student A: your name is Mary Keller. You are Mr. Philip’s secretary. You want to book a double room with bath and the view of Lijiang river for him on October 22. Mr. Philip’s company will be paying for the bill in cash.

• Student B: you are the receptionist. After checking you can confirm a booking for a double room. The room with the view of river is 505. it costs 1000 RMB per night. You must check out the exact arrival time.

Part 6: Conclusion

• To accept a telephone reservation successfully, the receptionist should make sure there is room available at the time. Then follow the procedure and finish the reservation for the guest.

Thank you for your attention!