Learn how to let guests know you speak English, from a conversation between a hotel staff member and a guest
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| INTRODUCTION |
| Braden: Hi, everyone. Braden here. |
| Ann: Ann here. Taking a Reservation. In this lesson you'll learn how to take a reservation at a hotel. |
| Braden: This conversation takes place in the morning on the phone, and it’s between a caller and the front desk. |
| Ann: Let’s listen to the conversation. |
| POST CONVERSATION BANTER |
| Ann:Every hotel offers a different set of amenities. Amenities are the services that hotel callers find useful or desirable. For example, most hotels have a pool because many callers enjoy swimming while at hotels. |
| Braden:That’s right. Other amenities include continental breakfasts, fitness rooms, free Internet, room service, and a restaurant. |
| Ann:Many amenities are included with the night stay. However, each hotel is different and will have different rules about their amenities. For example, most hotels allow free use of the pool to all callers, but some hotels don't allow it. |
| Braden:Let’s take a look at the vocabulary for this lesson. |
| KEY VOCAB AND PHRASES |
| Ann:Let's have a closer look at the usage for some of the words and phrases from this lesson. |
| Braden:the first phrase we're going to look at is “I can help you with that.” |
| Ann:The phrase “I can help you with that” is a common phrase in the hotel industry. This is a polite way to both answer and reassure the caller that their request or complaint will be addressed. The emphasis is usually on “help.” So it’s, |
| Braden:I can HELP you with that. |
| Ann:Our second phrase is “room service.” |
| Braden:The phrase “room service” refers specifically to hotels. It’s a type of service where callers can order food and drink and have it brought directly to their rooms. |
| Ann:Most hotels offer room service and in almost all cases, room service is an extra charge. |
| Braden:Room service is usually provided by the hotel restaurant, and is different from delivery from a restaurant outside of the hotel. |
| Ann:Let's take a look at the grammar point. |
| GRAMMAR POINT |
| Braden:In this lesson, you’ll learn how to take a reservation. |
| Ann:In the dialog we hear the phrase "I would like to make a reservation." |
| Braden:Taking reservations at a hotel is very easy. An important guideline is that the front desk picks up the phone within three rings. Then the front desk attendant, while smiling and speaking in a happy tone of voice, says something like: |
| Ann:"Good morning, this is Hotel Innovative. How may I help you?" |
| Braden:They then wait for the caller’s response, which will probably be something like, "Hi, I would like to make a reservation." |
| Ann:The front desk then asks about the dates by saying something like, "I can help you with that. When do you plan to stay at our hotel?" |
| Braden:The caller then gives that information, and the front desk agent writes down these details on the reservation form. |
| Ann:After the caller supplies that information, the front desk agent tells the caller about the room categories available. For example, |
| Braden:"Mr. Smith. We have 3 categories of rooms available. The Executive Suite which is X per night, the Deluxe Suite which is X per night, and the Deluxe King which is X per night. Which would you prefer?" |
| Ann:The front desk politely waits for the caller to respond, and then says something like, "While I check the availability, allow me to explain the facilities of the hotel." |
| Braden:And then they explain the hotel's facilities and amenities. For example, |
| Ann:"We have a 24-hour coffee shop where the complimentary breakfast is served, and a fitness center with Sauna and Steam." |
| Braden:Returning with the availability, the front desk then says, |
| Ann:"We do have rooms available on those dates." |
| Braden:After the caller provides this information, the front desk agent then asks a series of questions such as, |
| Ann:"Could I have the name of the caller for whom the reservation has to be made?" and "May I add your email address to the reservation?" and "Would you like us to pick you up at the airport?" |
| Braden:Also, be sure to write down any special requirement like the size of the bed, special foods, and so on. When the subject of billing comes up, the front desk asks... |
| Ann:"How do you plan to settle the bill?" |
| Braden:If the caller says the guest is paying by cash, insist on credit card details or a cash advance by saying... |
| Ann:"The booking is not confirmed unless guaranteed by credit card." |
| Braden:Once the front desk has the credit card details, they give the reservation confirmation number to the caller by saying, |
| Ann:"I've reserved your room for the 5th of May. Your confirmation number is 8493201. Will there be anything else?" |
| Braden:Those are the basics of taking a reservation. We'll look at some variations and other details in future lessons! |
Outro |
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| Braden: That’s it for this lesson. Thanks for listening, everyone! |
| Ann: And we’ll see you next time! |
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