BOOKING A ROOM ON THE PHONE & ASKING FOR INFORMATION (Template) RECEPTIONIST:
Greeting, including part of the day (morning, afternoon, evening), name of the hotel, person speaking /department, and offering help. e.g. Good morning, School-Hotel, Peter speaking, how may I help you?
GUEST:
Greeting, including part of the day (morning, afternoon, evening) and say that you want to make a reservation. e.g. Good morning. I would like to make a reservation.
RECEPTIONIST:
(Confirm), (sir /madam). (Ask when) e.g. All right, sir. For what date would that be?
GUEST:
Says when (days, month, period...) e.g. For next month, from the 4th to the 8th of January
RECEPTIONIST:
Asks number of people e.g. For how many people would that be?
GUEST:
Gives number of people e.g. It is for two people
RECEPTIONIST:
Asks type of room e.g. Which kind of room would you like?
GUEST:
Gives type of room, facilities, location... e.g. I would like a twin room with a shower overlooking the garden.
RECEPTIONIST:
Asks type of board e.g. Would you like only bed, B&B, half-board or full board?
GUEST:
Says type of board e.g. We prefer half-board.
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RECEPTIONIST:
Asks personal details e.g. Could I have your name, please?
GUEST:
Gives his/her name e.g. Yes, it’s Oliver Stevenson
RECEPTIONIST:
Checks spelling e.g. Could you spell your surname, please?
GUEST:
Spells his/her name/surname e.g. Of course. It´s S-T-E-V-E-N-S-O-N.
RECEPTIONIST:
Asks telephone number e.g. Could you give me a contact number, please?
GUEST:
Gives his/her telephone number e.g. Yes, it´s 654987623
RECEPTIONIST:
Confirms the reservation e.g. So, it´s a twin room with shower overlooking the garden and with half-board from the 4th to the 8th of January. The name is Oliver Stevenson. Is everything correct?
GUEST:
Agrees and requires information about the price e.g. Yes, it´s perfect. Excuse me, how much is the twin room with half-board?
RECEPTIONIST:
Provides the required information e.g. It´s €150 per night, including bed, breakfast and dinner.
GUEST:
Requires some information about methods of payment e.g. And may I pay with traveller’s cheques?
RECEPTIONIST:
Provides the required information e.g. I’m afraid we don’t accept traveller’s cheques but we do accept credit card, vouchers and, of course, cash.
GUEST:
Requires some information about the location of the hotel e.g. Excuse me, how can I get to the hotel from the airport?
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RECEPTIONIST:
Asks about the means of transportation e.g. Are you coming by public transportation or do you have your own vehicle?
GUEST:
Answers about means of transport e.g. We’ve just rented a car at the airport
RECEPTIONIST:
Provides the required information e.g. Perfect, sir. So, the best option when you leave the airport is to take the motorway (M-40) to Madrid. Keep driving until you see the road sign to M-607. Follow it and take exit no.15. Keep on the slip road and the very end, turn left.
(The client can ask some other questions about facilities, services, general information…) GUEST:
Thanks the receptionist e.g. Thank you very much for your help.
RECEPTIONIST:
Thanks the client and says goodbye e.g. Not at all, Mr. Stevenson. We are looking forward to seeing you in our hotel. Have a nice day!
GUEST:
Says goodbye e.g. Goodbye!
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