Use Hospitality and Hotel English to Make a Reservation

Edited by Hotelier, Crystal, Eng, Anonymous

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Obtaining Details

Hello, and thank you for watching VisiHow. This tutorial is on hospitality English for making a reservation. This tutorial is geared toward a reservations agent or a front desk receptionist in a hotel.

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Steps

  1. 1
    Before we make our offer to the guest and book the room, we need to obtain a set of details from the guest that will help us better meet their needs and make the appropriate offer that might work for them.
    There are a few questions that we can ask to obtain stay details from a guest. These will include:
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  2. 2
    "What date will you arrive?"
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  3. 3
    When we know the guests arrival date we can then ask them, "How many nights will you stay?" After we have learned how many nights they will stay, we'll confirm their departure date with them.
    If we're using software such as OPERA or Fidelio Property Management System, when we enter in the arrival date and the number of nights, the departure date should automatically update. If we're not using software, then we will need to figure it out on our own. Always make sure to confirm that it's correct with the guest.
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  4. 4
    After we know the guests arrival and departure date, we can ask "How many guests are in your party?" They may say one or two, but if they have more than two guests (even if they have two guests), they may need multiple rooms.
    This depends on the layout of the hotel, the room types that we offer, and the occupancies of each of the room types.
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  5. 5
    Finally, we need to ask "Would you like a room with one or two beds?".
    We can't make assumptions, and there are several personal questions that we are not able to ask the guest. Usually how we get around asking an uncomfortable question would be to simply ask "Would you like a room with one or two beds" and then from those four questions, we can better offer the two room types that may make this guests needs, to make their choice.
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  6. 6
    Some other things we can do to narrow down what we offer them is to ask qualifying questions.
    This will help us determine the purpose of their stay.
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  7. 7
    We can ask "Are you a member of our guest rewards program?" Many branded hotels have a guest rewards program or loyalty program.
    If they're a member, they may be eligible to receive some points or benefits for their stay.
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  8. 8
    Another question we can ask is "Have you stayed with us before?" If this is a person that has stayed with us before and we're using some software, then we likely would already have a profile for this guest on record and then we need to make sure that we are counting the number of times that this guest stays with us, because there may be additional benefits that they can receive for being a repeat or frequent guest.
    This can also help us if we're using a property management system such as OPERA or Fidelio to avoid having 15 profiles for one guest. It's set up so that we can attach a previously entered profile to a current reservation, and then we can keep track of the guests stays.
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  9. 9
    Finally, "Are you coming on a business or leisure trip?" This may help us determine what kind of extra services or any package offers that we may be able to help the guest with.
    If the guest is coming on a leisure trip with their family, we might have some package offering with some interesting things for families such as a trip to the museum that we can offer to the guest as one of our rate options.
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  10. 10
    This concludes the tutorial on hospitality English to make a reservation.
    This is part 1 of 2 on obtaining guest information. If you have any comments, questions or suggestions, please leave them in the space below.
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Video: Use Hospitality and Hotel English to Make a Reservation Obtaining Details

Confirming Details

Hello, and thank you for watching VisiHow. This tutorial is on hospitality English for making a reservation. This tutorial is geared toward a reservations agent or a front desk receptionist in a hotel. This is part 2 of 2, covering the confirmation of a reservation. After we have obtained the stay details, asked our qualifying questions, made our offer, received the buying signal and entered the guests information, we need to confirm all of the details with the guest. For this tutorial, I have included a small outline of what the confirmation script may be like. If we're using software such as OPERA or Fidelio, we may have a pop-up reservation confirmation script that appears after we have booked a reservation. That will contain the script that we need to read with all of the details we've just reserved with. If not, here is a sample script that we can use just for confirming the stay details and for this script, any details that are underlined may be changed.

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Steps

  1. 1
    To begin, we should use the guests name.
    We've used "Mr.Smith" as our example. We would say "Mr.Smith, I have a confirmed reservation for 5 nights arriving the 20th of July, 2015 and departing the 25th of July, 2015.
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  2. 2
    Next, "This reservation is for a junior suite for 2 adults and 1 child.
    I have placed a request for a baby bed on your reservation".
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  3. 3
    "I have also added a request for a room on a high floor.
    We are not able to guarantee this room, but we will do our best to accommodate your request."
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  4. 4
    "If you need to change or cancel your reservation, please let us know by 4:00 PM local time on the day of your arrival to avoid a charge of 1 night plus tax."
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  5. 5
    Finally, "Your confirmation number is 0001488."
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  6. 6
    We have underlined the guests name, number of nights, arrival date, departure date, the room type, the number of guests, the special requests are bracketed because we may or may not have them, and finally, we underlined the cancellation policy and the confirmation number.
    Each of those things may change depending on the reservation and the details booked, as well as the hotel policies.
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  7. 7
    After we have finished this, we need to begin closing our call.
    This concludes the tutorial on hospitality English for making a reservation. This is part 2 of 2 dealing with confirming the reservation details. If you have any comments, questions or suggestions, please leave them in the space below.
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Video: Use Hospitality and Hotel English to Make a Reservation Confirming Details

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Article Info

Categories : Hospitality Industry

Recent edits by: Eng, Crystal, Hotelier

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