【Introduction】

    As we all know, there are the peak season, the shoulder season and the low season for traveling. There is nearly no change for any destination.And in the peak seasons, there are usually high occupancies in most hotels.So many guests will make a reservation to make sure they will have a comfortable room when they get to their destination. When the guests make a reservation, they can do it either through a call or come to the hotel to make it by themselves. And they can make a reservation for themselves or make it for their friends or boss or other people. Besides, the guests can make a group reservation or they can make it for themselves.

This class we will learn some dialogues about the room reservations.Through these dialogues, I′d like you to know how to offer a room reservation service as a reservationist. When you answer a reservation call, what kind of information you should write down. And what is the difference between a call reservation and a face-to-face reservation.

【New Lesson】

 2-1  A Long Distance Call Reservation

 Scene:Henry Bellow(B) and Margaret Bellow,an American couple, are going to spend their holidays in China. Now Mr Bellowis making a reservation at Huatian Hotel in Shanghai through a long distance call.

Reservationist(R):Shanghai Huatian Hotel. Reservation Desk. Can I help you?

B: I'm calling from New York. I'd like to reserve a room in your hotel.

R: What kind of room would you like, sir? We have single rooms, double rooms,suites and deluxe suites in Chinese, British, Roman, French and presidential styles.

B: How much is a British suite?

R: 1,288 yuan RMB with breakfast, equivalent to 200 US dollars.

B: Good.I’ll take it.

R: Can you give me your full name, please,sir?

B: Henry Bellow.B-E-L-L-O-W.

R: Thank you, Mr Bellow. And your arrival and departure dates?

B: From May 26th to May 29th.

R: Very well, Mr. Bellow. A British suite from May 26th to May 29th.Am I correct,       Mr. Bellow?

B: Yes, thank you.

R: By the way, Mr Bellow,would you like to guarantee your reservation?

B: Sure.But how should I guarantee it?

R: I'll just need your credit card number, and I’ll take care of the rest.

(Mr Bellow tells the reservationist his credit card number)

R: Thank you for calling, Mr. Bellow. You'll be expected to be here then.

B: That's fine, thank you. Goodbye.

                2-2   A Group Reservation 

Scene: The telephone rings.The Reservationist(R)answers the phone.

Reservationist(R): Shanghai Huatian Hotel.Reservation Desk.Can I help you?

Client(C): I am Benjamin Drake,the leader of the American People-to-People Education Delegation. We'll be visiting Shanghai at the end of this month. I’d like to reserve 10 twin-bed rooms with bath for five days.

R: For which dates?

C: For May 23rd,24th,25th,26th and 27th. Oh,yes.We have a man in wheelchair. Do you have facilities for the disabled?

R: Yes.We have special bedrooms which all have a wide door into the bathroom with appropriate washing and toilet facilities,such as lowered handle and grab bar. Besides,there are no steps between the street and the entrance to the hotel.There is a special elevator from the parking lot to the 1st floor,and elevators are all wide enough to take a wheelchair.

C: Fine.But could I have all the rooms on the same floor?

 R:One moment, please, sir.

(The Reservationist checks the list.)

Yes, we can confirm 10 twin-bed rooms,one of which is for  the disabled on the11th floor. And we’ll give you a 10 percent discount of the room rate.

C: That’s great.

R: Our airport representative will meet you at the airport. But could you give me the flight number,please, in case the plane is late?

C: Sure.It's UA803.

R: Thank you, Mr Drake.Would you please give me your address? We'll send you a letter of confirmation.

2-3  A Face-to-Face Reservation

Scene: The Receptionist(R) receives a client(C).

R: Good morning, sir. How may I assit you?

C: I’d like to reserve a junior suite for our boss Mr. George Smith. He will be staying from Oct.7^th to 10^th.

R: I’m sorry,there is a large international fair in the first half of October, and they have reserved all the rooms.

C: What’s to be done then?

R: Don’t worry, we can either put his name on the waiting list or shall I recommend you a nearby hotel?

C: Which hotel?

R: Xingzhong Hotel.It is of the same star rate as ours and it’s a two-minute walk southward from here.

C: Are you sure there is a room available there?

R: Don’t worry,sir. We have the referral system.Just a moment,please.          

    (After connecting Xingzhong Hotel)  Yes,there is.

C: Good! Thank you.

【Conclusion】

Dealing with the guest′s reservations is a very common but important task for the staff of Front Office.        It will give the guests the first impression to our hotel. So we should be very familiar with the SOP (Standard Operating Procedure) of the reservationist and put it into practice smoothly in our future work.