Contoh Handling Room Reservation Practice Session Material Handling Room Reservation Sample of Conversation

 Handling Room Reservation

Practice Session Material

Handling Room Reservation 

Sample of Conversation

Reservation Agent: Good morning/afternoon/evening, Ezzy Hotel, ……’s speaking, how may I assist you?`

Guest:  Good morning/afternoon/evening, I want to make a room     reservation

Reservation Agent: May I know who is calling, please?

Guest:                       My name is Mrs. John. Claudia Smith.

Reservation Agent: Mrs. Smith. May I know the period of stay that you request, please!

Guest: 1st of November until 6th of November 2020, for 5 nights.

Reservation Agent: For how many persons is it, Mrs. Smith?

Guest: For 2 persons

Reservation Agent: Would you please hold the line, I will check the room availability    in our system.

(Checking the hotel system)

        Thank you for holding, Mrs. Smith.

        We have Superior and Deluxe Pool on that period.

The rate for Superior room is IDR 1,000,000 net/room/night                  including daily breakfast for 2 persons. The size of Standard room is 45 square-meter, combining Balinese traditional architecture    with modern interior, a private terrace in the front of the room with table and chairs, overlooking the lush tropical garden, the room is completed with flat screen tv, wardrobe, bedside tables, standing lamps, working desk, dressing table, minibar Safety Deposit Box (SDB), Air Conditioner, luggage rack, tea and coffee making facilities and shower room.

And the rate of the Deluxe Pool is IDR 2,000,000     net/room/night   including daily breakfast for 2 persons. The size of Deluxe Pool is 70 square-meter, non-smoking, Balinese traditional architecture, a private terrace at the front of the room with table and chairs, overlooking the resort pool, direct access to the pool, Room features; flat screen TV, wardrobe, bed side tables, mini bar, Safety Deposit Box (SDB), air conditioner, standing lamps, working desk, dressing table, luggage rack, tea and coffee making facilities, vanity, unsuited bathroom with bathtub.

Mrs. Smith, I advise you to the Deluxe Pool because it is more spacious and suitable for you, as….(give reason to the guest), and will be more enjoyable for you because it is having a direct access to the pool

     Which one will you take Mrs. Smith? 

Guest:               Yes, I take Deluxe Pool please!

Reservation Agent: May I now the guest name for the room reservation? 

Guest:                       I am the person who will stay; Claudia Smith. 

Reservation Agent: Would you please spell your name, Mrs. Smith!

Guest:                      it is C….L….A….U….D….I….A and my last name is  S….M….I….T….H

Reservation Agent: Alright, allow me to repeat to spell your name Mrs. Smith; 

Your last name is Smith; S for Shera, M for Mama, I for India, T for Tango, H for Hotel.

And your first name is Claudia; C for Charlie, L for Lima, A for Alpha, U for Uniform, D for Delta, A for Alpha

Is that correct Mrs. Smith

Guest:                        Yes, that’s correct.

Reservation Agent: Do you have any special request related with your room reservation, Mrs. Smith?

Guest: Oh yes, Can I have a room close to the main pool, please?

Reservation Agent: Allow me to check first, would you please hold the line!

Guest: Of course.

Reservation Agent: Thank you for holding Mrs. Smith, you are lucky that the room requested (room close to the pool) is available for you.

Guest:                        Thank you.

Reservation Agent: Do you have any other request, Mrs. Smith?

Guest: I think that is alright at the moment, if I have one, I will let you know.

Reservation Agent: Alright Mrs. Smith, allow me to repeat your room reservation;

- Your reservation is under named; Mrs. Claudia Smith

- You will check in on 1st of November 2020

- You will check-out on 6th of November 2020

- You will stay with us for five nights

- Your special request is having a room close to the main pool.

Guest:   Yes, that is right.

Reservation Agent: May I have your flight details, please Mrs. Smith!

  What flight number and time will you arrive by?

Guest:   I will arrive by SQ 948 at 20:05 Hrs.

Reservation Agent: And, what flight you will depart by?

Guest:   I will depart by SQ 943 at 13:10 Hrs.

Reservation Agent: Would you like to have an Airport Transfer, Mrs. Smith?

Guest:   That would be great.

Reservation Agent: Our hotel provides an Airport Transfer by a regular car with additional charge at IDR 180,000 per car per way. 

And by a Limousine or Luxury car at IDR 380,000 per car per way.

Which one do you prefer, Mrs. Smith?

Guest: A transfer by a regular car and please charge to my Room Account for 2 ways, please!

Reservation Agent: Alright Mrs. Smith.

A return transfer by using a regular car will be charged to your Room Account.

Mrs. Smith, our Airport Representative will be available at the Airport to pick you up at your arrival time. He will escort you to the car to take you to the hotel.

Guest: That’s good.

Reservation Agent: Mrs. Smith, in order to secure and confirm your room reservation, we need some deposit from you as a guarantee.

May I have your credit card and expire date for the guarantee of your reservation?

Guest: Oh…of course.

It is a Master card, the number is 5123 6123 7123 8123, and the expire date is 08/2022.

Reservation Agent: Mrs. Smith, may I have your mobile phone number and your email address please!

Guest: Sure…my mobile phone number is 06555667788, and my email address is; csmith123@gmail.com

 Reservation Agent: Alright Mrs. Smith, allow me to repeat your room reservation details;

- Your room reservation is under named: CLAUDIA SMITH (spell the name gently and correctly)

- You reserve a Deluxe Pool room

- The room rate is IDR 2,000,000 per room per night include   daily Buffett breakfast for 2 persons

- Your check-in date is 1st November 2020

- Your check-out date is 6th November 2020

- You request to have a room close to the main pool and Airport Transfer on your arrival day, arriving by SQ 948 at 20:05 Hrs.

Is the reservation details correct, Mrs. Smith?

Guest:   Yes, that is correct.

Reservation Agent: Your confirmation number is………

  Mrs. Smith, is there anything else you may inform us related with your room reservation?

Guest:   No, everything has been informed to you.

Reservation Agent: Kindly to let you know about the cancellation policy is to be applied within 72 hours prior to your arrival date.

The cancellation that made within 72 hours will be charged 1 night of room rate as a cancellation fee.

Guest: Oh ya, I understand that.

Reservation Agent: Alright Mrs. Smith, we will send you a Confirmation Letter to you by email

Is there anything else I may assist you with, Mrs. Smith?

Guest: No, everything has been handled very well.

Reservation Agent: Please do not hesitate to contact us for further assistance or revision needed.

Thank you for choosing us for your stay, Mrs. Smith

We are looking forward to welcome you to Ezzy Hotel

Guest: Thank you. Bye.