To learn the service theoretical knowledge about

how to offer a satisfactory service in a hotel；

To learn how to make a call reservation；

To learn how to make a face-to- face reservation.

To learn how to deal with the changes in reservation.

Teaching Objectives

1

2

3

4

Basic Information

contract

reservation

online

reservation

verbal

reservation

reservation

typesmail

fax

telex

call talk

Basic Information

Basic Information

Basic Information

Basic Information

Basic Information

rack

rate

rack

rate

commercial

rate

commercial

rate

day use

rate

day use

rate

family family

plan rateplan rate

family family

plan rateplan rate

high seasonhigh season

raterate

high seasonhigh season

rateraterate for rate for

extra bedextra bed

rate for rate for

extra bedextra bed

low season low season

raterate

low season low season

raterate

complimentarycomplimentary

discount

rate

discount

rate

package

plan rate

package

plan rate

group rate

group rate

Room

Rates

Room

Rates

Basic Information

Races

Pricing

European plan

(EP)

American plan

( AP)

Modified

American plan

(MAP)

Continental

plan

(CP)

Bermuda plan

(BP)

Basic Information

Ⅰ.A call reservation

greeting

ask the date and the time

ask the number of the guests

ask the style of rooms (for option)

ask the name and telephone number

reconfirmation

extend wishes

Service procedure

Ⅱ.Face-to-face reservation

greeting

ask the date and the time

ask the number of the guests

ask the types of the rooms

ask the name and telephone number

reconfirmation

extend wishes

Service procedure

Ⅲ.Changing the Reservation

greeting

ask the reserved date and time

ask the reserved room type

ask the changing requests

check the condition of room to make sure whether the

changing can be met

answer the request (if the changing can not be made, you

may offer some constructive advice)

reconfirmation

extend wishes

Service procedure

How to Express

Answering outside calls:

1. Good morning/afternoon/evening. This is YunshanHotel.

2. Reservations, can I help you?

3. Room number, please?

4. Just a minute, please.

5. I’m sorry, I can’t hear you. Could you speak a little louder?

6. Could you repeat that, please?

7. I’m sorry, the extension is busy now. Will you try the call later?

8. The line is engaged. Would you like to wait for a moment?

9. Sorry, Miss Smith is not in. Would you call back?

1

How to Express

10. May I take a message?

11. Would you like to leave a massage?

12. I’m afraid you got the wrong number.

13. How long do you plan to stay?

14. What kind of room do you prefer?

15. Who is the reservation for?

16. Shall I make a reservation for you?

17. We’ll extend the reservation for you.

18. We look forward to seeing you

19. I have to check if there’s a room available.

Connecting room calls:

1. This is the General Switchboard.

2. What number are you calling?

3. Who’s the call for?

4. The number of Sihai Hotel is 2376880. Please dial 0 before

you dial the number.

5. What’s the name of the person you wish to speak to?

6. Would you like to place a collect call or make a pay call here?

7. We’ve got DDD system (Domestic Direct Dial system) and

IDD system (International Direct system) in our hotel.

1

How to Express

Fill in the blanks to make a reservation.

C=clerk G=guest

C: Good morning. Room reservations. _____________ Sir?

G: Yes. I’d like to _____ a room for a colleague.

C: Thank you, Sir. Which date would that be?

G: For one week.________ November 1st to 7th.

C: Which kind of room ___________?

G: A double. He’ll be accompanied by his wife.

C: Could you hold the line, please? I’ll check our __________.Thank you for waiting.

I’m afraid we have no double rooms, but we do have some twin rooms at $150 and

$200 available.

Practical Operation

1

G: The one at $200 sounds fine.C: Certainly, Sir.____________ of his colleague and his wife?G: Mr. and Mrs. White. C: Thank you. May I have your name and _____, please?G: Yes, it’s 010-3329-2311.I work in Beijing University. My name is John Wang.C: Do you know their flight number and arrival time?G: Yes, it’s Air China Flight 412. His flight arrives at 3:00 p.m., so he should be

there by 6:00p.m.at the earliest.C: Thank you very much. My name is Johnson. I f you have any further

inquiries,_____________.

Practical Operation

Role play

Situation:

Mr. Green in Shanghai wants to visit Beijing from June 1st to June 4th,

you are the clerk of Beijing Hotel and make a reservation for him.

Practical Operation

2

Thank you for your attention!