Front Office Department
Unit 1 Room Reservation
Basic Information about Room Reservation
Whether it is for a company business trip or for personal travel, we all need to, at some time or another, call a hotel to reserve a room. Making reservation is the necessity for travelers and an important marketing tool for lodging establishment. A reservation system must ensure efficient means of assessing, processing, and confirming information. A wellorganized reservation system allows hotels to ensure a steady flow of guests into their properties. Hotels generally accept the following types of reservations: phone reservation, fax reservation, e-mail reservation, global satellite reservation, and face-to-face reservation. People who handle room reservations are reservationists.
Basic Duties of Reservationists
Receiving phone calls, e-mails and faxes of room reservations from guests
Handling face-to-face room reservations
Promoting rooms of different types to guests
Quoting room rates to guests
Catering to guests’ special requests of rooms quickly and positively
Explaining politely if hotel rooms are not available
Making proper records in case of any changes or cancellations of room reservations
Direction: Listen to the following three dialogues and fi ll in the blanks.
Dialogue 1 FIT Reservation
R: Reservationist G: Guest
R: Good morning, Friendship Hotel.（ 1 ）. May I help you?
G: Yes, I’d like to reserve a （ 2 ） from the （ 3 ） of July.
R: One moment, please… Yes, sir, we have a room （ 4 ）.
G: What’s the （ 5 ） per night?
R: 165 US dollars. Will that be all right?
G: Yes. That will be fine.
R: May I have your name and telephone number?
G: Sure. My name is Mr. Hibbard. That’s （ 6 ）. My telephone number is 0044-0253-720299.
R: Thank you, Mr. Hibbard. You’ve reserved a double room from the 4th to 6th of July, and the telephone number is （ 7 ）.
G: Yes, that’s right. Thank you.
R: It’s my pleasure. We look forward to your arrival.
FIT Reservation 散客预订
group reservation 团队预订
single room 单人间
double room 大床间
twin room 双床间，标准间（standard room）
triple room 三人间
junior suite 普通套间
business suite 商务套房
senior suite 大套间
connecting suite 组合套间
duplex suite 立体套间（起居室在下，卧室在上）
deluxe suite 豪华套房
presidential suite 总统套房
lake-view room 湖景房
mountain-view room 山景房
room rate 房价
group rate 团队价
discount rate 折扣价
special rate 特价
room availability 客房预订情况（是否有空房）
reservation record 预订记录
off/low season 淡季
peak/high season 旺季