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INTER CONTINENTAL HOTELS RESERVATION SYSTEM

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					                                Handling Reservations

HANDLING RESERVATIONS


THE FRONT DESK
The front desk is almost always located in the lobby of the hotel near
the main entrance. The employees who work at the front desk have
personal or telephone contact with the guests. The size and type of
hotel determines the work undertaken in reception. In a small hotel
there are one or two people each handling different functions, but in
a large hotel each employee has a well defined job. The reception of
a large hotel is one of the different sections of a larger front office
structure which is organized around the needs of the guest. Here is a
diagram of the departments of the front office organization or rooms
division:

                                 Front Office Organization




 Telephone                Reception               Billing            Valet                  Shops
 Switchboard                                      Office

           Reservations               Cashier’s             Head             Housekeeping
              Office                   Office               Porter


Large hotels operate 24 hours a day all year round. Day staff operate
either the early shift (8 a.m. to 4 p.m.) or the late one (3 p.m. to 11
p.m.). Night duty is performed by a separate night staff and goes
from 11 p.m. to 8 a.m. The roles performed by the front office staff
are outlined as follows:

The switchboard operator handles telephone calls and takes
messages for guests. Facilities which can be carried out without the
telephonist's assistance include world-wide direct dialling with
automatic recording of the charge in the billing office and early call
system.
                         Handling Reservations


The receptionist checks-in guests, allocates rooms and takes
reservations over the counter
The enquiry clerk fulfils the guests' enquiries
The cashier handles guests' bills
The accountants working in the billing office post charges and
payments on guest bills.
The Head porter or Concierge performs a variety of duties: he or she
hands over guest keys, mail, messages, provides theatre tickets, car
hire, baggage service.
The valet belongs to the housekeeping and handles dry cleaning,
pressing and guest laundry.
Housekeeping is the largest department of the hotel and is
responsible for the preparation of guest rooms and the cleanliness of
all public areas.
The shops operating in the hotel lobby generally sell gifts,
newspapers, perfumes and toilet articles. They are rented out to
external companies.

All these departments work together and are co-ordinated by a
Rooms Division Manager who operates in collaboration with the
conference co-ordinator to handle meetings, conferences, package
tours, coach parties, etc.
                                  Handling Reservations


Room Reservations
In large hotels handling reservations is the task of the reservations
clerk. He commonly gets reservations by telephone, by personal
contact, by telex, by fax, by computer. Telegrams and letters are still
used by private individuals; businesses have replaced them with
faxes. Room reservations are made by private individuals,
corporations, travel agents, reservation agents, tour operators and
airlines. Individual bookings are usually made by telephone and
confirmed by letter or telegram. Travel agents handle bookings by
phone, fax or computer. Some still request and confirm bookings by
fax or they request by telephone and confirm by fax. Most travel
agents provide a computerised reservation service. Their terminals
being linked to external reservations networks,
they can instantly know the current availability of hotel's
accommodation, make their booking and get confirmation on real
time.
Once a booking has been accepted, the reservation clerk must
complete a Reservation Form and enter the information into the
Reservation Diary (a book where bookings are entered daily) and the
Reservation Chart (a diagram showing information about the
availability of the rooms. If the hotel uses a Reservation Rack, he fills
in a rack card and drops it into the rack. The actual allocation of
rooms does not necessarily take place at the time the guest checks-
in; on accepting a booking, a computer can assign rooms, handle
deposits and printing letters confirming the booking effected.
Answer these questions

1.    Where is the front desk?
2.    Say some reasons why guests come to the front desk.
3.    Who operates at the front desk?
4.    What's the Receptionist's job?
5.    What doe the reservations clerk handle?
6.    What kind of information does the enquiry clerk provide?
7.    What is the assistant manager's job?
8.    How are reservations received?
9.    Who makes room reservations?
10.   What is the use of a reservation form?
11.   What does the reservations clerk do after receiving a reservation?
                              Handling Reservations




Here is a reservation agency advert:




Answer these questions:

1. What is Concordia?
2. What kind of service does it perform?
                            Handling Reservations

3. How can you contact it ?
4. What do you usually communicate to make a reservation?
5. What tool does it avail of to find accommodation?
6. Does it reserve accommodation in a bed and breakfast operation?
7. How do you usually pay for the service provided by Concordia?
8. Why does Concordia ask for the client’s credit card data?
9. What is the cheapest type of accommodation you read in the advert?
10. What does the agency do when it cannot find the accommodation you ask for?
                                  Handling Reservations


INTER - CONTINENTAL HOTELS' RESERVATION
                SYSTEM
Global II Inter-Continental Hotels' Worldwide Reservation System, is one of the most
                                  advanced of its kind in the world. When you call any of
                                  our Global Reservation centres, our trained and
                                  professional staff can access detailed information on all
                                  Inter - Continental Hotels, Forum Hotel International,
                                  Global Partner Hotels & Resorts and SAS International
                                  Hotels.

Global II is designed to provide you with all the information you require and enables you to
receive instant confirmation at any hotel in our system.




The Information Global II can provide includes:
   Hotel location and description
   Availability and features of all guest rooms and suites
   Guaranteed room rates
   Current exchange rates
   Visa requirements
   Dining and business services
   Leisure facilities including health clubs
   Special packages and promotions
                                Handling Reservations


Hotel Tariffs
Hotels offer the same types of basic tariff all over the world. Different
names such as “rate" or "plan" (this last commonly used in USA) may
replace the word tariff. Other terms they use reflect the different
price policy hotels adopt towards different market segments. Hotel
tariffs are often used as a sales tool to attract guests to the hotel. The
term rack rate (which derives from the hotel price list displayed near
the information rack) refers to the bedrooms price as advertised in
the hotel and is equivalent to full rate. More and more hotels
nowadays use to cut their rack rates especially in low season when
they need to increase their occupancy level. Corporate rates are rates
quoted for business guests. These rates are very often negotiated
with companies direct. In addition to these, hotels apply special rates
for coach parties, conventions, conferences, meetings, exhibitions,
etc. Hotel room rates or tariffs may be quoted including meals or not.
The most common agreements between a hotel keeper and a guest
may concern the following:
Bed and Breakfast     B&B     The rate includes the room and breakfast which may be
                              'English' (bacon and eggs, sausages, porridge, tea or
                              coffee) or 'continental'.
Half Board-Demi Pension HB-DP The rate includes the room and two meals: breakfast and
                              lunch or dinner. It is like MAP.
Full Board-En Pension     FB The rate includes the room and all meals (breakfast,
                              lunch and dinner). It is like American Plan.
Continental Plan     CP       The room rate includes a breakfast consisting of tea or
(Continental Breakfast)       coffee, butter, honey, jam or marmalade and baked
                              produce (rolls, toasts, buns, croissants).
American Plan        AP       The rate includes the room and all meals (breakfast,
                              lunch and dinner). It is like Full Board or Pension.
Modified American Plan MAP    The rate includes the room and two meals: breakfast and lunch
                                   or dinner. It is like HB or demi-pension DP.
European Plan – Room only EP       The room rate does not include any meals.
Inclusive Terms    IT              This rate applies to groups or conference delegates. It is
                                   expressed by a single price which covers hotel services
                                   (accommodation, catering, recreational, etc.) for an
                                   entire period.
24 Hour Delegate Rate              This rate is quoted for convention or conference
                                   delegates and covers meeting room hire, single room
                                   with bath or shower, English or Continental breakfast,
                                   mid-morning break for coffee and biscuits, lunch, mid-
                                   afternoon break for tea and biscuits, dinner and coffee.
Daily Delegate Rate                This rate is offered to delegates and covers meeting room
                                   Handling Reservations

                                     hire, coffee and biscuits in the morning break, lunch and
                                     coffee, tea and biscuits in the afternoon break.
Bargain Breaks                       The price quoted includes room and all main meals
                                     throughout a weekend period: Friday evening to Sunday
                                     afternoon.
Seasonal Rates                       These are all-in rates covering bedroom, meals and
                                     entertainment which are applied on Christmas, New
                                     Yar’s celebrations and Easter period. Hotels situated in
                                     mountainous resorts apply the most expensive winter
                                     season rates.

You can get a more complete picture of hotel special tariffs by reading some of the
descriptive brochures they release and distribute to travel agents. Here is a prospect of special
offers illustrated in Forte Leisure Breaks brochure:
Weekend Leisure Breaks
Weekaways - Save 20%
Bank Holiday Special
Family Bonus Break
Under 13's Stay & Eat Free
Christmas and New Year at Forte Hotels
Special Occasions at Forte
Special Interest Breaks (Touring Holidays, Music at Leisure, Garden Weekends, Bridge
Weekends, Activity & Golf Breaks, Health and Leisure Breaks).

Other tools for increasing sales are represented by leisure cheques, leisure bonds, incentive
schemes which provide vouchers for a vast selection of hotels and the Forte Gold Card which
entitles the holder to a host of privileges and preferential terms.



Food Plans
Food plans are different from country to country and hotel room
rates may be quoted including meals or not. In this respect the most
common agreements between a hotel keeper and a guest may
concern the following:
Half board/Demi pension       HB/DP         The rate includes the room and two
                                            meals: breakfast and lunch or dinner. It
                                            is like MAP.
Full board/En pension                 FB    The rate includes the room and all meals
                                            (breakfast, lunch and dinner). It is like
                                            American Plan.
Bed and Breakfast             B&B           The rate includes the room and breakfast
                                            which may be 'English' (bacon and eggs,
                                            sausages, porridge, tea or coffee) or
                                            'continental'.
                                          Handling Reservations

Continental Plan                   CP                    The room rate includes a breakfast
                                                         consisting of tea or coffee, butter, honey,
                                                         jam or marmalade and baked produce
                                                         (rolls, toasts, buns, croissants).
American Plan                      AP                    The rate includes the room and all meals
                                                         (breakfast, lunch and dinner). It is like
                                                         Full board or Pension.
Modified American Plan             MAP                   The rate includes the room and two
                                                         meals: breakfast and lunch or dinner. It
                                                         is like HB or demi-pension DP.
European plan /Room only           EP                    The room rate does not include any
                                                         meals.
Inclusive Terms                    IT                    Hotel services are covered by single
                                                         price quoted for an entire period. This
                                                         rate applies to group or conference
                                                         delegates.
Bargain Breaks                                           The price quoted includes room and all
                                                         main meals throughout a weekend
                                                         period: Friday evening to Sunday
                                                         afternoon.

1. Explain the meaning of these terms:

single HB               .....................................................................................................
suite AP                .....................................................................................................
double FB               .....................................................................................................
twin EP                 .....................................................................................................
double MAP              .....................................................................................................
B&B                     .....................................................................................................
single CP               .....................................................................................................

2. Match the words in the left column with the definitions in the right column

1.   HB            a.    room only. No meals are included
2.   FB            b.    room + English or continental breakfast
3.   B&B           c.    room + all meals
4.   AP            d.    it is like FB
5.   MAP           e.    room + continental breakfast
6.   CP            f.    it is like HB
7.   EP            g.    room + breakfast + one meal
                                              Handling Reservations


Recording Reservations
Before accepting a room reservation, the advance reservation clerk
should find out:

      the type of room - whether with bathroom or not - the guest
       requires;
      how many nights the guest is planning to stay;
      name, address and telephone number of the guest;
      the guest's expected time of arrival;

Once the guest makes a reservation, the advance reservation clerk
writes the details on the Reservation Form. This form is the primary
source of information which is manually entered into the Reservation
Diary and the Reservation Chart. If the hotel is provided with a
 Royal Hotel Reservation Form                                                                          computerized reservation
                                                                                                       system,     then      this
 Name of guest: .......................................... Arrival date .....................
                                                                                                       information is keyed into
 Address..................................................... How many nights .............
 ................................................................. Telephone .......................   the computer so that
 Single                     bath                           Rate per night ........................     when the Receptionist
                                                           No. of people .........................
 Double                     shower
                                                           Room No................................     wants to know about the
 Twin
 Suite
                                                           Notes .....................................
                                                           Clerk .....................................
                                                                                                       occupation of a room he
                                                           Date ...................................... just keys in the room
                                                                                                       number and the screen
terminal provides him with the information he requires. This enables
him to decide whether to accept a reservation or not and which
alternative he might suggest if necessary. Computerized systems
offer a room status linking reception, housekeeping and the cashier's
office.
Here follows a model of a standard Reservation Form. When a guest
makes a reservation, the reservation clerk writes the details on this
form which represents a check-list of the things the clerk should
know so that he/she may accept or not the room reservation. The
form details information about the guest’s stay in terms of personal
data, type of accommodation required and any preferences.
                                                       Handling Reservations

1. Complete these sentences with appropriate phrases of your own

1.    .....................to book a room, please.
2.    .....................would you like?
3.    .....................we haven't got any singles.
4.    Would one with a shower................................?
5.    Twenty-five pounds a night, ................................... .
6.    And .......................... are you planning to stay?
7.    I ............................. on Sunday before noon.
8.    We'll be seeing you ................................... .
9.    Is it possible to have ................................. ?
10.   The ............................until eleven o'clock.

2. Refer to this conversation and fill in the reservation form below.
Res.Clerk               Royal Hotel. Can I help you?
Customer                This is Walter Lang speaking. I'd like to reserve a single room.
Res. Clerk              Yes, Mr Lang. What date do you need it?
Customer                It's for the 5th and 6th of April; two nights only.
Res. Clerk              Yes... we do have a single for the period you say. Would you like it with bath or
                        shower?
Customer                With shower. How much is it per night?
Res. Clerk              £27 per night, breakfast included.
Customer                Do you quote half board rates?
Res. Clerk              Yes, Sir. That would be £38 a day inclusive of accommodation, breakfast and evening
                        meal but excluding VAT.
Customer                That's all right.
Res. Clerk              Could you give me your address and telephone number please?
Customer                Yes. 36 Green Park, Colchester. Telephone 0206-351840.
Res. Clerk              What time do you expect to arrive?
Customer                By six p.m.
Res. Clerk              Thank you, Mr Lang for choosing our hotel and good-bye
Customer                Thank you and good-bye.


Royal Hotel                                     Reservation Form
Name of guest:                                                    Arrival date: .........................
Address:
Telephone:
Single                         Bath                             No. of nights: ........................
Double                         Shower                           Rate per night: ......................
Twin                                                             No. of persons: .....................
Suite                                                            Room No.: ...........................
Notes: .......................................................................................................
Date: .....................................            Clerk: ...................................

3. Ask questions relevant to these answers.
1....................................................................? I'd like a single
2....................................................................? With bath, please
3....................................................................? On 2nd August
4....................................................................? three nights
5....................................................................? The rate is £40 per night.
6....................................................................? It's number 55 on the first floor
7....................................................................? It's a very quiet room.
8....................................................................? It overlooks the garden.
9....................................................................? Salt, Janet Salt
10..................................................................? 62 Oak Street, Newport
                                                        Handling Reservations

11..................................................................? 0223-559944

4. In pairs, ask and answer questions based on the reservation form


The Reservation Diary
This is a loose-leaf from a standard reservation diary. Today is
Monday of July 5th. The page shows which guests are due to arrive
today. All days are days of arrival. New pages follow this one. When
all the guests due to arrive today have arrived, this page is removed
from the front.
                                   Handling Reservations

Refer to the Reservation Diary and answer the questions below

1. How many guests are due to arrive to day?
2. What kind or room has Walter Lake booked?
3. How long will he be staying?
4. Who was room 221 assigned to?
5. Why in your opinion have Mr and Mrs Lee asked for an extra bed?
6. Which of the guests reserved first?
7. What's the difference in price between a single with breakfast and a single at half board
terms?
8. Which of the guests leaves the hotel last?
9. Which rooms can be reallocated on 8th July?
10. Which room faces the park?

The Reservation Chart
The reservations chart lets us know the advance occupation of each room; which type of room
is still available and which one will become so. It is particularly useful in hotels where guests
stay for several days and book a long time before.

                                          RESERVATION CHART

Royal Hotel                                                 MONTH: July                             YEAR:
1998

                Monday       Tuesday       Wednesday    Thursday         Friday       Saturday      Sunday
                 July 5       July 6        July 7       July 8          July 9        July 10      July 11
101 SB                  Tyler                                                           White
102 SB                                            Marcel
103 S sh                       Carter
104 S sh                                                                              Peterson
105 T sh                                Jones
106 S
107 DB                         Keller                                             Stone
108 DB                                  Ross
109 D sh                                                         Black
110 D sh
111 DB
112 DB
113 TB
114 TB


Refer to the Reservation Chart and answer the questions below.

1.     How many single rooms are available on the 5th July?
2.     Mr Wells requires a single with bath from 5th to 9th July. Can you accept this booking?
3.     A group of six would like to stay on the night of 6th July. Two of them require singles.
       Could you accept this reservation?
4.     Which single rooms are available on the 9th July?
                                Handling Reservations

5.   Could you arrange a suitable accommodation for three families two of which with two
     children and one with one child (eleven people in all) willing to stay from 7th to 9th
     July? If you could, what accommodation could you allocate?




The Reservation Rack
The reservation rack is an alternative manual system which may be
still in use in medium sized hotels. The Whitney System which is an
example of rack system, was very popular before computers were
commonplace in hotels. The rack is located on the walls of the
reservations office and is formed by a large number of vertical
columns. Each column corresponds to a date of arrival. Reservations
are written on cards of the same design and size - “rack slips” or
“Whitney cards” - They are filled in by the reservations clerk who
puts them into metal holders. These in turn are slotted into the
appropriate rack column corresponding to their date of arrival and
placed in alphabetical order. The cards stored in the rack show only
the top line with information regarding date of arrival, guest’s name
and room type. The advantage over the diary is that entries are filed
alphabetically. You can check very quickly if a guest has a reservation
and how many guests arrive on a given date. This is an example of
rack slip:




                                         110
                                        Handling Reservations

This is the column of the reservation rack corresponding to the 15th of May:


                      15th May                                      1.Ask questions relevant to
                                                                    these answers:
   ARRIVAL              NAME                  ROOM
                                                                    1.  Mr Wilson is allocated room 110
   15/5             Gray Mr P                                       2.  Room 110 is a double room
           101 DB                                                   3.  He is going to stay 2 nights
                                                                    4.  He booked on 10th April
                                                                    5.  He works with Telecom
   15/5             Parker Miss B                                   6.  We’ll send the bill to Telecom
           105 SB                                                   7.  Mr White took the reservation
                                                                    8.  The rack column shows five arrivals
   15/5             Stone Mrs S                                     9.  Mrs Stone asked for a single with
                                                                        bath
           106 SB
                                                                    10. Three singles and two doubles are
                                                                        allocated on 15th May
   15/5             Wilson Mr D
           110 DB

   15/5             Wood Mr A
           111 SB
                                     Handling Reservations

2. Fill in the table by putting a tick () in the correct box:

                       RESERVATION    RESERVATION     RESERVATION   RESERVATION
                          FORM           DIARY           CHART         RACK
shows only one
guest
lists the names
under dates of
arrival
shows room
occupation
lets you check
quickly if a guest
has a reservation
new pages follow
the first
shows when a room
will become
available
shows the guest’s
special requirements
has a new page for
each day of arrival
shows the dates of
reservations for
each room
shows which rooms
can be allocated
shows the guest’s
length of stay
is useful as a check
list
                                   Handling Reservations


RESERVATIONS BY TELEPHONE
Reserving rooms by telephone is still a common practice in many hotels. A telephone call is
the quickest way to contact a hotel and gives the prospective guest instant confirmation about
the availability of the room as well as information on room rate and terms, hotel facilities and
services. The reservation clerk, as far as he is concerned, finds it useful to get information on
the guest's date and time of arrival, expected length of stay, modalities of payment and any
special requirements. When dealing with a new guest, the reservation clerk asks him / her to
confirm the booking in writing and include an advance on the payment for the
accommodation.




Dialogue 1
SITUATION: Anthony Carter would like to reserve a quiet single room with bathroom for
three nights at £30 a night starting from Monday night 25th next. He can arrive at the hotel
around three o' clock same day.

Clerk              Royal Hotel. Can I help you?
Customer           This is Anthony Carter speaking. I'd like to reserve a room.
Clerk              Yes, Mr Carter. Would you like a single, a double or a
                   twin?
Customer           A very quiet single with bathroom on the first floor, if
                   possible.
Clerk              Yes, We do have a single with bathroom facing the park.
Customer           Can you tell me how much you charge for it?
Clerk              £30 a night including breakfast.
Customer           That would suit me.
Clerk              How many nights are you planning to stay?
Customer           Three nights starting from 25th next.
Clerk              And what time will you be arriving?
Customer           Early in the afternoon. Around three o' clock.
Clerk              Thank you for calling, Sir. We look forward to welcoming
                   you.
Customer           Thank you. Good-bye.
                                 Handling Reservations


Short Dialogues
SITUATION: Harry and Pamela Newton are going to Brighton for a holiday. Harry is making
some calls trying to book a hotel room.

First call
Receptionist    Grand Hotel. Good afternoon.
Harry           Have you got a double room for tomorrow night, please?
Receptionist    No, sir. I'm afraid we are fully booked.

Second call
Harry           Is that the Sussex Hotel?
Receptionist    Yes, sir. Can I help you?
Harry           I'd like a double room for five nights.
Receptionist    What date, please?
Harry           From the 16th to the 20th of this month.
Receptionist    I'm afraid there aren't any doubles left for that period.
Harry           Not even a twin?
Receptionist    I'm very sorry, sir. Not even a twin. We're full up.


PRINCIPAL LANGUAGE FUNCTIONS

(On the telephone) Introduce one's hotel Hotel Regent, Good morning
and greet formally                       Kennedy Hotel, good afternoon
                                         Royal Hotel, good evening
Greet formally                           Good morning, Sir
                                         Good afternoon, Madam
                                         Good evening, Sir
Attract someone's attention              Excuse me!
                                         Sorry
Request someone's help                   Can you help me?
Offer help                               Can I help you?
                                         Would you like any help?
                                         Is there anything I can do (for you)?
Request reservation                      I would like to reserve / to book a room
                                         Have you got a double room for three nights
                                         dating from...?
                                         Can I reserve / book a single room for May 12th,
                                         please?
Ask about room type                      What type of room would you like?
                                         Single, double, or twin?
                                         For how many persons?
Say the type of room                     Single with bath, please
                                         Double, please. With bathroom.
                                         A twin room with bathroom.
Ask about length of stay                 How long will you be staying?
                                         How many nights do you need the room?
                                         How many nights are you going to stay?
                                         How long are you planning to stay?
                                  Handling Reservations

Say the length of stay                   We will be staying till the 22nd
                                         Three nights
                                         We will be leaving Saturday morning
Ask to wait a moment                     One moment, please
                                         Just a moment, please
                                         Let me check
Offer accommodation required             Yes, We have.
                                         Very good, a single with bathroom.
                                         Yes, We can give you a double room.
Apologize and offer alternative          I'm sorry. We don't have a single on the first
                                         floor, but we do have one available on the second
                                         floor.
                                         I'm sorry. There are no double rooms left. Can I
                                         suggest a twin room?
                                         I'm sorry. I regret telling you that we don't have a
                                         double room from May 12th, but we do have one
                                         available from May 13th.
                                         Sorry. I'm afraid all the doubles are taken. Would
                                         you mind taking a twin?
                                         Sorry. I'd like to help you. I thought I might
                                         suggest...
Ask if he/she agrees                     Do / would you agree?
                                         Is that all right with you?
                                         Would that be OK for you?
Ask about the room suitability           Would that suit you?
                                         Would that be suitable?
Express agreement                        Fine!
                                         OK!
                                         Very good, Sir
                                         That's very good, Sir
Ask about the room rate                  Can you tell me how much would it be?
                                         How much do you charge a single?
Say the room rate                        It's £50 a night
                                         £50 a night, including breakfast
                                         It's £50 a night plus VAT
Ask the guest's name                     Your name, please?
                                         What's your name, please?
                                         Can / could I have your name, please?
Say the guest's name                     Peter Jones
                                         My name's Peter Jones
Ask about time of arrival                What time will/would you be arriving?
                                         Can you tell me what time you'll be arriving?
Say time of arrival                      By 4 o'clock p.m.
                                         Between 4 and 5 o'clock
                                         I think around 5 o'clock
Confirm reservation                      Thank you, Sir/Madam. I've reserved room 45 for
                                         you.
                                         Right. Thank you. I'll send you confirmation of
                                         your booking.
Anticipate further questions             One more question, please / There would be one
                                         more question, please
                                            Handling Reservations

Asking for a meal                                          Is it possible to have a meal on my arrival?
Taking one’s leave                                         We’ll be seeing you tomorrow (next Friday, on
                                                           Friday). See you tomorrow.
Miscellanea                                                Do I have to remit you a deposit? / Can you put
                                                           an extra bed in the room?

1. Listen again to the dialogue and identify expressions relevant to the following
functions:

FUNCTIONS                                       EXPRESSIONS
Greeting formally                    ..................................................................................
Ask somebody's name                  ..................................................................................
Say your name                        ..................................................................................
Offering your help                   ..................................................................................
Saying Goodbye                       ..................................................................................
Asking for price                     ..................................................................................
Giving price                         ..................................................................................
Thanking someone                     ..................................................................................
Asking for information               ..................................................................................

2. Write what you would say in the following situations.

a-     You need a double room with bath and you want to know its price. What would you
say?
b-     You can't afford the price of the room. Ask the Receptionist if he has a cheaper one.
c-     You have been asked how long you will be staying at the hotel. Say you haven't made
up your mind yet.
d-     You are being allocated a room on the back of the hotel. You would like one
       facing the street instead. What would you say?
e-     Tell the Receptionist that you will be arriving at around nine o'clock and ask  him
whether the restaurant is still open.

3. The advance reservation clerk of Hotel Regent gets a telephone call by a prospective
guest. Write the dialogue following the instructions.
Clerk         ........................................................Introduce hotel and greet formally
Guest         ........................................................Greet formally and ask if you can
                                      ........................................................book a double for July 2nd.
Clerk         ........................................................Ask if he/she wants the room with
                                      ........................................................bath or shower
Guest         ........................................................Respond with shower
Guest         ........................................................Ask about length of stay
Guest         ........................................................Say length of stay
Clerk         ........................................................Ask to let you check and confirm
                                      ........................................................availability
Guest         ........................................................Ask about the room rate
Clerk         ........................................................Say the room rate and ask if
                                      ........................................................he/she agrees
Guest         ........................................................Express agreement
Clerk         ........................................................Ask the guest's name
Guest         ........................................................Say the guest's name
Clerk         ........................................................Ask about time of arrival
                                            Handling Reservations

Guest            ........................................................Say time of arrival
Clerk            ........................................................Thank the guest and confirm
                                         ........................................................reservation
Guest            ........................................................Thank and greet

4. Role -play: Booking a room at a hotel
Work in pairs. You play the role of the guest. Your partner is the receptionist.

The Guest's checklist                                    The Receptionist's checklist

 use your name;                                          ask what sort of room the guest
 you want a single room with shower;                      wants;
 you need the room for three nights                      you have no rooms with shower
  starting from Monday next, 12th                          available;
  March;                                                  room charges are: single £20, double
 give your telephone number;                              £25, single with bath £25, double
 give your home address;                                  with bath £30;
 ask the room rate;                                      breakfast and VAT are included;
                                                          ask the guest when he wants the
                                                           room and how many nights he will
                                                           be staying;
                                                          if the guest wants the room, start
                                                           filling in a booking form;

5. Role Play

                          KENT          HOTEL
                                        5 West Gardens, Canterbury
                                               HALFBOARD WEEKLY TERM S
                                        Bed, Breakfast and Evening Meal
                                           Low Season £130
                                           High Season £180
                                        Terms inclusive of service charge and VAT
                                               Reduced rates for coach parties
                                        Packed Lunches available at extra charge
                                           Full Board terms quoted on request


You are the Receptionist at the Kent Hotel, your mate is the Guest

              The Receptionist                                                 The Guest
greets and offers her help                               greets and asks for a room

----------------------------------------------           ----------------------------------------------
asks what kind of room                                   says what kind of room

----------------------------------------------           ----------------------------------------------
                                        Handling Reservations

asks the length of stay                          replies and asks weekly half board terms

----------------------------------------------   ----------------------------------------------
says weekly half board terms                     agrees

----------------------------------------------   ----------------------------------------------
books the room                                   says good-bye

----------------------------------------------   ----------------------------------------------
                         Handling Reservations


RESERVATIONS BY LETTER




Hotel communications are usually effected by telephone, telex, fax
and E-mail. Tourist organizations, travel agencies, firms, corporations,
clubs and hotels are more or less equipped with telecommunication
facilities. They frequently connect with a domestic or overseas
reservation centre and, thanks to a computerized reservation service,
they get instant confirmations from any of the thousands of hotels
worldwide. When sending letters, they do it by fax. A large number of
private individuals still use the telephone or send letters when they
want to ask for hotel brochures and tariffs or to know
accommodation availability, or to get information about leisure
breaks, holidays, reduced rates for families and free accommodation
for children and teenagers. Letters, then, are very often used to
confirm, in writing, arrangements which have already been made in a
telephone conversation. In the case of telephone reservations, you
will normally be asked to confirm in writing. A letter is the most
convenient way of doing this.
It is not always necessary to book hotel accommodation in advance,
yet this should be done whenever possible and particularly when it
comes to travelling abroad.
                                                  Handling Reservations




 1. The illustrations below describe five means of communication. Match each of the
following words with the correct illustration.

1. E-mail              2. telex             3. letter             4. fax                5. phone call

  From Henry White                                                                          25735 PALACEH I
  16 Enys Road                                                                              324455 STONE G
  Eastbourne
  W.Sussex                                                                                  10.00HRS 10 MAY 1992
                                                                                            PLS BOOK SGLB ARVL 15 MAY DEP
                   The Manager                                                              18 MAY HB TERMS PLS CNF ASAP
                   Forte Agip                                                               BEST RGDS STONE BRIGHTON
                   Corso Gelone
                   96100 Siracusa                                                           324455 STONE G
                                                                                            25735 PALACEH I




1 .......................................   2. ......................................   3 .......................................




4. ......................................   5. ......................................

2. Fill in the boxes with the names of the other establishments a hotel is connected with




                                                  HOTEL




                                                                                        Private
                                                                                        Individuals
                                   Handling Reservations


       Reservations and Confirmations
Letter 1

                                              NORMAN WALKER LTD
                                     DIRECTORS: R.MARCEL, A.MARCEL




     Roja
      S P O R T S                           Leatherwear, Rainwear & Accessories


   13 ST. JOHN'S WOOD HIGH STREET, LONDON, NW8 TEL.01-586 1110
                                                                          14th June 1993
      The Manager
      Grand Hotel Duomo
      Via S. Raffaele, 1
      20121 Milano
      Italy

      Dear Sir,
                 We would like to make the following reservation for our
      executives Mrs Rose Marcel and Mrs Sybill Campbell:
           A twin room with bath for the nights of 9th and 10th Sept. next

              We should be obliged if you would confirm this reservation
      by return and look forward to seeing you then.

                                                         Yours faithfully,
                                                            R. Marcel
                                                           Rose Marcel


           Registered in England No.585753 Registered Office: 1 Hyde P ark P lace, London, W2
           Handling Reservations


Letter 2
                           Handling Reservations


Letter 3


                             SCOTS CORNER
                             11 Bridge Street, Cambridge - Tel.0223 61534

                          Scottish Tweeds, Kilts, Tartans, Shetlands
                          and excellent Cashmeres.

                          pitlochry                    ELY
                                                       T el. Ely 5010
                                  KNITWEAR
                                                       KINGS LYNN
                                                       T el. Kings Lynn 66847

                                                       IPSWICH
                                                       T el. 0473 59886


                                                  10th March, 1993
    The Manager
    The King Edward
    37 King Street East
    Toronto
    Ontario M5C 1E9
    Canada

    Dear Sir,
        Following to our telephone conversation of today, I request you
    hereby to reserve a double room and a single room with bath or shower
    from 5th to 12th July inclusive.
         A deposit of £300 will be remitted to you by the Cambridge branch
    of Barclays.Kindly confirm this booking by return.
                                               Yours faithfully

                                                David Wilson
                                                  Manager
                        Handling Reservations


Letter 4




                                              15th March, 1993

       Mr David Wilson
       c/o SCOTS CORNER
       11 Bridge Street
       Cambridge
       England


       Dear Sir,
              Thank you for your letter dated 10th March.
       I am pleased to confirm hereby the following accommodation
       for you:
                  A double room and a single room both with
                  bath from 5th to 12th July inclusive.
               I enclose a brochure of the hotel and look forward
       to a warm welcome to you at the King Edward.

                                    Yours faithfully,
                                     Thomas Land
                                      Manager
                                       Handling Reservations


Exercises
Letter 1   Complete these sentences
           Roja Sports is a London firm dealing in............................................
           ...........................................................................................................
           They send a reservation letter to.........................................................
           .............................................................................................................
           The accommodation requested includes.............................................
           .............................................................................................................
           The accommodation requested is for..................................................
           ............................................................................................................
           They will be staying ...................... nights.


Letter 2   Answer these questions
           1.      Who is the sender of the letter?
           2.      What kind of letter is this?
           3.      Who is the receiver?
           4.      What date is it written?
           5.      Where is Grand Hotel Duomo?
           6.      What's the Manager's name?

Letter 3   Answer these questions
           1.      What is Scots Corner?
           2.      Where is their main office?
           3.      Have they got any branches?
           4.      What is their line of business?
           5.      Who is the addressee of the letter?
           6.      What kind of letter is it?
           7.      What does the first paragraph of the letter refer to?
           8.      What sort of accommodation do they require?
           9.      How much do they remit as a deposit?

Letter 4   Answer these questions
           1.      Where is King Edward Hotel?
           2.      Who is the letter addressed to?
           3.      What date is it written?
           4.      What sort of accommodation is confirmed?
           5.      What does the manager include in the letter?
                                  Handling Reservations


Letters for Oral Translation
Letter1: requesting a reservation
                                                           40 London Road
                                                           Oxford

                                                           7th May, 1992
The Manager
Congress Hotel
31-37 Carlisle Road
Eastbourne
BN21 4JS

Dear Sir,
    I got the name of your hotel from the Tourist Board of your town. I should like to book a
single room with shower for five nights, 10th - 14th June.
    I look forward to your confirmation.
                                                       Yours faithfully
                                                       John Benton




Letter 2: confirming a reservation
                                                                               10th May, 1992
Mr John Benton
40 London Road
Oxford

Dear Mr Benton,
    I thank you for your letter of 10 May and have the pleasure of informing you that we have
reserved the following accommodation for you:
               A single room with shower for five nights from 10 to 14 June.
    As you probably know the charge of £32.00 is inclusive of breakfast, service and VAT.
Looking forward to the pleasure of welcoming you,
                                                       Yours sincerely
                                                       Gordon Douglas
                                                       Manager
                                    Handling Reservations


1. Mr Roy Duncan, 50 Station Road, Milton Keynes has sent you this telex:
PLS RESERVE ONE DBLB FOR FIVE NIGHTS FROM 1O JULY.
ARRIVING 17 HOURS. THKS AND RGDS. ROY DUNCAN.
a- write a letter reserving the accommodation required
b- write to Mr Duncan that you have no doubles with bath available for
that time and suggest a twin room with bath with a fine view.
2. Mr Samuel Sherwood, 1 Booth Street, Congleton, Cheshire has sent you a letter
asking for your hotel brochure and price list. Write a covering letter to him enclosing
the material requested.

3. Write letters to the addressees below regretting that you cannot meet their
requirements and suggesting alternative arrangements.

     ADDRESSEES                  REQUIREMENT                SUGGESTIONS
Mrs Janet Green             Five twin rooms with bath Only 2 twins are
15 Victoria Street          for seven nights from 2   available. You could offer
Cheltenham                  Febrary next.             2 triples more on same
GL54 2BT                                              floor.
Mr William Kinsey           2 single rooms with bath  The hotel is fully booked
5 Market Square             or shower located on the
Worchester                  first floor for 5 nights
WR6 5BS                     from 15 April next.

4. You have made a telephone reservation of a double room with bath from 7th to 11th
July. Now confirm your booking in writing.
Activity
Miss Gloria Stevens, 50 Franklin Ave., Hartford, Conn. has requested you to reserve a double
room with shower from 5th to 12th February. Check the room chart for the above period and
decide what to reply. If you cannot accept the booking try to suggest an alternative proposal.


            ROOM RESERVATION CHART
                                                   1 - 15 July 1993


             1    2     3   4   5     6   7   8    9    10 11 12 13 14 15
                                                            Jones
    15SB

    16SS                        Collins

    17D
                                                    Clark
    18DB

    19DB                    Wood                                      Douglas

    20TS          Fox
                                 Handling Reservations


RESERVATIONS BY TELEX
                                            Compared to a business letter, a telex can be
                                            much cheaper and has the advantage of arriving
                                            quickly and being answered by return. Like the
                                            telephone, telexes are charged to the sender in
                                            units of time, so it is very important to keep a
                                            message as short as possible. A telex normally
                                            makes use of a set of abbreviations. Attention
                                            should be paid however not to be too brief when
                                            writing a telex because excessive brevity may
                                            cause misunderstanding. We have to cut out all
                                            unnecessary information, leaving what is really
                                            essential for the comprehension of the message.
 Computer Controlled Telex Exchange Grammatical elements which do not affect the
meaning are omitted and only relevant and appropriate words are considered.


LAYOUT OF A TELEX
   PARTS OF A TELEX                               EXAMPLE
Date and time of the telex    01/07 10.15
Number of receiver and        28250 KENNEDY G
code of destination country
Number of sender and code     35640 AGROSUD I
of departure country
Telex number                  TELEX NR. 210
Attention line                ATT: MANAGER
Reference line (=oggetto)     RE: MR SCOTTI/1 SNGLB/10-12 FEB
Main message                  PLS RESERVE FOR MR PAOLO SCOTTI 1
                              SNGLB IN 10 OUT 13 FEBRUARY (3 NIGHTS)
                              PLS CNFM ASAP USUAL HALF BOARD RATES
                              THKS AND RGDS LUIGI SCOTTI
Number and code of the        35640 AGROSUD I
sender
Number and code of the        28250 KENNEDY G
receiver
                   Handling Reservations


PRINCIPAL ABBREVIATIONS USED IN TELEXES
ABT                     about
ADV                     advise
ARVL / ARR              arrival
ASAP                    as soon as possible
ATT / ATTN              for the attention of
AUG                     August
BB                      Bed and Breakfast
CB                      continental breakfast
CDU                     could you
CNFM / CFM              confirm
DBLB                    double room with bath
DBLN                    double room without bath or shower
DBLS                    double room with shower
DEC                     December
DEP                     depart
DEPT                    department
ENQ                     enquiry
ETA                     expected time of arrival
EXC                     excluded
FB                      full board
FEB                     February
HB                      half board
HD                      half day
HTL                     hotel
HV                      have
JAN                     January
JUL                     July
JUN                     June
INC                     included
INFO                    information
MAR                     March
MR/S                    Mr and Mrs
NBR                     number
PLS                     please
PP PD                   per person per day
REYT / L                referring to your telex / letter
RGDS                    regards
RQD                     requested
RYT                     referring to your telex
SEP                     September
SGLN                    single room without bath or shower
SGLB                    single with bathroom
SGLS                    single with shower
SPLY                    supply
TDY                     today
TKS / THKS              thanks
TLX                     telex
TRP                     triple
TRPB                    triple room with bath
                         Handling Reservations

TRPS                            triple room with shower
TRPN                            triple room without bath or shower
TWB                             twin-bedded room
U                               you
WDU                             would you
YDAY                            yesterday
YR                              your


TELEX PHRASES
RE YR TLX 240 / RYT240           With reference to your telex number 240
TKS FOR YR ENQ                   Thanks for your enquiry
PLS CNFM BY FAX                  Please confirm by fax
PLS CNFM RESERVATION             Please confirm reservation
PLS TLX INFO RE ROOM SERVICES    Please telex information regarding room
                                 services
PLS TLX YR ETA                   Please telex your expected time of
                                 arrival
PLS ADV TIME ARRIVAL             Please advise time of arrival
PLS CNFM ASAP                    Please confirm as soon as possible
RYT CNFM ARRIVAL ABT 5PM         With reference to your telex I confirm
                                 arrival about 5pm
PLS QT YR BEST RATES             Please quote your best rates
PLS TLX YR CNF                   Please telex your confirmation
PLS SPLY HTL BROCHURE            Please supply hotel brochure
                               Handling Reservations


EXAMPLES OF TELEXES

TELEX 1
        25735 PALACEH I
        324455 ST ONE G
        09.30 HRS
        15 JUNE 1992
        AT T : RESERVAT IONS DEPT

        PLS BOOK DBL B FOR PET ER ST ONE ARVL 15 J UL DEP 18
        JUL PLS QUOT E HB T ERMS AND ADV ME OF DEPOSIT
        AMOUNT PLS T LX YR CNF ASAP
        T HKS AND BEST RGDS ST ONE BROS BRIGHT ON

        25735 PALACEH I
        324455 ST ONE G




TELEX 2
        324455 ST ONE G
        25735 PALACEH I
        09.45 HRS
        15 JUNE 1992
        AT T : ST ONE BROS

        T KS FOR YR T LX DBL B FOR 15-18 J UL AVAILABLE
        HB RAT E WILL BE LIT 250.000 PP PD DEPOSIT LIT 500.000
        PLS CNF ASAP T KS AND BEST RGDS
        RESERVAT IONS DEPT

        324455 ST ONE G
        25735 PALACEH I




READING TEST
Read telexes 1 and 2 and answer these questions:

1. Who's the sender?
2. What's his code number?
3. What's the departure country?
4. Who's the receiver?
5. What's the receiver's code?
6. What's the destination country?
7. What kind of accommodation does the sender require?
8. How many days will he be staying?
9. Is the accommodation required available?
10. Does the hotel require a deposit?
                                  Handling Reservations


TELEX 3
Mr. Ray Burton sends a telex to The Stafford Hotel, London, to enquire on
the availability and price of three single rooms with half board for the days
of 5, 6 and 7 May.

TO:    THE STAFFORD HOTEL LONDON

PLEASE LET US KNOW IF YOU HAVE THREE SINGLE ROOMS WITH SHOWER
AVAILABLE ON MAY 5, 6, 7. PLEASE TELEX BACK HALF BOARD RATES.
THANKS AND BEST REGARDS. RAY BURTON

FROM:          RAY BURTON
               SHELL OIL COMPANY
               BASEL, SWITZERLAND

TELEX 4
Susan Page, the secretary at The Stafford Hotel, confirms availability and
communicates daily rate inclusive of half board. She asks for mailing
address as well as credit card number in case the prospective client should
go on booking.

TO:            RAY BURTON
FROM:          THE STAFFORD HOTEL, LONDON

THANK YOU FOR YOUR ENQUIRY. WE CONFIRM SINGLE ROOMS AVAILABILITY
ON MAY 5, 6, 7. RATE FOR A SINGLE PLUS HALF BOARD IS £80,00 PER NIGHT
EXCLUSIVE OF VAT. WHEN BOOKING PLEASE INCLUDE YOUR COMPLETE
MAILING ADDRESS AS WELL AS NUMBER AND EXPIRY DATE OF CREDIT CARD.
SUSAN PAGE, THE STAFFORD HOTEL

The text of telex 3 could be furtherly abbreviated as follows:

PLS ADV US YR AVAILABILITY THREE SGLSS ON 5-7 MAY. PLS TLX HB RATES.
THKS AND RGDS. RAY BURTON

Likewise telex 4 may be reworded as follows:

TKS FOR YR ENQ. WE CNFM AVAILABILITY THREE SGLSS ON 5-7 MAY. HB
RATE £80 PP PD. PLUS VAT. WHEN BOOKING PLS INCLUDE YR MAILING
ADDRESS AND NBR AND EXPIRY DATE OF CREDIT CARD. SUSAN PAGE
STAFFORD HOTEL.
                                    Handling Reservations


WAYS OF ABBREVIATING A TEXT
Here are some examples of extended and abbreviated text:


              Extended Text                          Abbreviated Text

We confirm your reservation of three         WE CFM YR RESERVATION OF
single rooms with bath.                      THREE SGLSB

... arriving on the fifteenth of June        ... IN 15 OUT 18 JUN.
and departing on the eighteenth of
June.

Please advise us as soon as possible         PLS ADV US ASAP OF YR SGLB
of your rate regarding a single room         RATE.
with bath.

We request you to supply a brochure          PLS SPLY HTL BROCHURE AND
of your hotel and let us know your           TLX YR WEEKLY TERMS.
weekly terms by telex

I would like to call on you on               SUGGEST VISIT YOU MONDAY
Monday 13 September to discuss the           13 SEPT 10.00 HRS TO DISCUSS
contract terms. Please let me know if        CONTRACT TERMS. PLS CNF.
10.00 am will be convenient for you.

We regret being unable to confirm            UNABLE CONFIRMING
reservation of two double rooms with         RESERVATION TWO DBLB 7 TO
bath from 7 to 10 May. In alternative        10 MAY. SUGGEST TWO TWINB.
we would suggest two twins with              PLS CNFM ASAP.
bath. If this suits you, will you,
please, let me have your confirmation
as soon as possible.

Practice on telexes
1 - Rewrite the following telexes by abbreviating the words in italics.
WITH REFERENCE TO YOUR TELEX NO.110 WE CONFIRM YOUR BOOKING DOUBLE
ROOM WITH SHOWER FROM 15TH TO 20TH SEPTEMBER. THANKS AND REGARDS.

PLEASE SUPPLY HOTEL BROCHURE AND INFORMATION ON HOTEL FACILITIES.
BEST REGARDS P.WINTER

THANKS FOR YOUR ENQUIRY. WE CONFIRM AVAILABILITY SINGLE ROOM WITH
BATH. PLEASE TELEX BOOKING AS SOON AS POSSIBLE.
                            Handling Reservations


2 - Rewrite the following telexes by extending abbreviations as
appropriate.

PLS TLX YR CNF ASAP

PLS CNFM NBR SNGB AVAILABLE AND SPLY HTL BROCHURES

RYT 20 DEC WE CNFM SNGLB AT £35 PP PD VAT INC. THKS AND RGDS


3 - Write a telex requesting a reservation of two single rooms with bath
from 5th to 7th June and asking half board terms.

4 - Write the affirmative reply to the previous telex.
5 - Mr Gordon Cooper of the British Furniture Ltd, 25 North Road, Bristol
has sent you this telex:

PLS BOOK TWO SNGB FOR THE NIGHT OF MONDAY 2 MARCH. ARRIVING 18.00
HOURS. PLS CNF. RGDS G.COOPER

Send him a telex to confirm this reservation.
                         Handling Reservations




    The Computerized Reservation System
Over the last decade or so the use of computer in hotel has
enormously widespread. Computer is employed either for external
communications or for the hotel administration based on the
computerized organization of its services. The principal hotel chains
are provided with a computerized reservation system whose
peripheral terminals, located in the reservation offices of the
individual hotels of the same chain, can be linked with either the
national reservation centre or any other chain hotel. This system is
also accessed by travel agencies, airline companies and tour
operators. The advantage is enormous when you consider that travel
agencies make hotel bookings worldwide and get instant
confirmations.
The following case-study illustrates how a computerized reservation
service might work in practice. Tom works as a reservations clerk at a
Best Western hotel. He has been requested through the telephone or
by telex or private letter to reserve a single room with bath, say, from
                                 Handling Reservations


5th to 8th March. Following the hotel software instructions, he now
'asks' the computer whether this type of accommodation is available
on the date and for the period considered. The computer
immediately confirms or not the availability of the accommodation
requested. If the accommodation is available he reserves it by
entering the guest's name, address and other relevant data and
prints the relative confirmation to be forwarded to the guest.
Depending on the situation he may suggest alternatives or find out a
similar accommodation at some other hotel in town belonging to the
same chain.
1. Comprehension questions

1.    How is the computer employed in hotel?
2.    Who has access to the hotel computer?
3.    What is the main advantage of using a computer?
4.    How would you carry out a reservation request?
5.    Which alternatives would you consider if the accommodation requested is not available?

2. Refer to the text and find out synonyms for the following words.

1.   widespread (line 1)      ______________________________
2.   employed (line 2)        ______________________________
3.   provided with (line 4)   ______________________________
4.   located (line 5)         ______________________________
5.   individual (line 5)      ______________________________
6.   linked with (line 6)     ______________________________
7.   accessed (line 7)        ______________________________
8. consider (line 8)          ______________________________
9. bookings (line 8)          ______________________________
10. worldwide (line 9)        ______________________________
11. get (line 9)              ______________________________
12. following (line 13)       ______________________________
13. available (line 14)       ______________________________
14. entering (line 17)        ______________________________
15. suggest (line 19)         ______________________________

3. Complete these sentences with the following words.

depends, employs, need, confirmation , working, decade, widespread, worldwide, single,
availability
                                      Handling Reservations

1. Prices have risen steadily during the past ..............
2. There is a ..................... trend towards activity holidays.
3. This hotel ....................... a total of forty workers.
4. He provides everything you ...............
5. Our specialties are famous ....................... .
6. I have been ................... in this hotel for over twenty years.
7. She has been requested to reserve a ............. room.
8. Please give me your ......................by return of mail.
9. That ................. on what we decide to do.
10. As regards the ............................. of the accommodation, we inform you that...

4. Complete the following table:

confirm
                                reservation
computer
operate
                                connection
provide
imply
involve
                                access

5. Match the words in the first column with their definitions in the second column.

1.    decade                                      a.       a number of connected things
2.    widespread                                  b.       to be the property of
3.    employed                                    c.       connected with the subject
4.    computerized                                d.       a course of action that may be
                                                           taken instead of one other
5.    chain                                       e.       a period of ten years
6.    peripheral                                  f.       a point at which connections can be
                                                           made to an electric system
7.    terminal                                    g.       not central
8.    relevant                                    h.       used
9.    alternative                                 i.       controlled by computer
10.   belong                                      j.       found in many places

1       2    3      4     5      6       7    8        9       10
                          Handling Reservations


The computerised organisation of hotel services
Handling reservations is just one of the essential facilities a
computerised reservations package can provide. The input of
reservations data into the central files in an integrated system makes
that data available to all the other users needing this information.
Thus the reservation clerk, the receptionist, the cashier, the sales
ledger clerk are provided with a comprehensive profile of hotel
business.
The system has terminals in reception, in the cashier's office, in the
housekeeping dept., and in all the points-of-sale of the hotel. It deals
with and connects guest billing, advance reservations, housekeeping,
sales ledgers, telephone logging, bar and restaurant, room service,
room minibar, night club and any facility implying posting a charge
into the guest's account.
It also provides reservation reports which include reservations
summary, arrival and departure lists, deposits due and paid,
confirmed and cancelled bookings, list of available rooms.
                         Handling Reservations


The reservation sequence
Reservations follow a two stage sequence: 1. initial enquiry
concerning the availability of the room for the date requested and
any alternatives. If the room availability screen confirms the
accommodation requested, then the receptionist goes on collecting
reservation data.




The screen above is a component of Visual Oui! Front office software
created by Prologic SA, France. It displays the availability and
planning rack of hotel guestrooms. A more detailed view of
availability displays the breakdown of the booked rooms on any date.
Clicking on any of the cells in the Rack above will display summarized
information about the guest for whom the room is blocked on that
day, including balance data and messages, if any.

2. data collection may include: reservation number, guest name,
guest address, guest phone number, company name, travel agent
                         Handling Reservations


name, date and time of arrival, room type, number of rooms, number
of persons, room rate, number of nights, special terms, credit card,
deposit due, comments.




The window above handles both individual guests and group
members. The receptionist or any other employee (front office
manager, reservations clerk, cashier, housekeeper, night auditor)
interacts with the guest’s data controlling information relevant to
their own job duties.
                              Handling Reservations




                     ON-LINE RESERVATIONS
The hospitality industry is an exciting "industry" marked by tradition and yet on the
verge of an extraordinary transition. It is a transition that is driven by new
technology, new lifestyles, new consumer expectations, new values and the
continued growth in the number of people who travel and socialize for business and
pleasure. It is nowadays hard to find an hospitality operation without some degree
of computerisation. Even the smallest hotel is likely to have an electronic and
billing system, and the larger hotels will almost certainly be linked into a world
wider computer system for reservations, and credit card authorisation. The System
is an essential sales tool for hotels. Large chains are provided with global systems
which enable travellers to consult hotel amenities, services, room availability and
prices, special offers and promotions, leisure breaks, discount rates and make real-
time bookings. Prior to making their bookings, potential guests can also take a
virtual tour of hotel images featuring hotel location, facilities, room interiors, and
local attractions.
Here follow two on-line reservation forms. Users send them via e-mail and get back
the hotel message confirming the booking.
 Handling Reservations




Reservation Form
                          Handling Reservations



Handling Group Reservations




Relatively small groups or coach parties are frequently welcomed by
hotels as they are not difficult to handle and help keeping business
brisk especially in low season months. Considering that they are
accepted according to an inclusive package, the food and beverage
department has not to cope with food-demanding guests, their meals
being normally based on budget menus. Coach parties then are
different from conventions in that they do not require facilities and
equipment for conference, nor do they require large numbers of people
for the services that are provided to them. In most cases they leave the
hotel after breakfast doing sightseeing or visiting places of interest or
entertainment. They often prefer having lunch out of the hotel just to
enjoy the opportunity of having a nice change or trying new cooking
styles or tastes.
A hotel that handles groups has several specialised people on the staff,
the most important of whom being the salesman who has special
contacts with travel agents and tour operators. It also must have a
kitchen staff used to work under pressure and be provided with
catering and recreational facilities to meet the various needs of group
members.
                            Handling Reservations


Before a group arrives at a hotel negotiations have taken place
between the hotel management and the Travel Agent assisting the
group with the purpose of obtaining reduced room rates and very
special fees for the use of the other facilities and services. Many hotels
have a special manager to handle all the particular arrangements that
must be made. Arrangements concern not only rooms, but also the
menus of the meals
which are to be served and, as is the case of resort hotels, the sort of
indoor or outdoor recreational activities to carry out during the group's
stay.
It follows that all arrangements must be co-ordinated with the other
departments in the hotel. The front desk must prepare for the rush of
arriving guests, the housekeeping department must see to the rooms
being ready when the group arrives, the food and beverage department
must make sure to be ready to cook the food on the menu previously
arranged upon. Everything must be planned and kept ready: tables,
table linens, silverware, glassware, cutlery, etc.
Soon after the group arrives, the group leader contacts the reception
staff, hands in the travel agent voucher and helps in allocating rooms
according to the rooming list faxed by the Travel Agent some days
before.

Answer these questions:

1. Which hotel departments are involved on a group's arrival?
2. Are groups as profitable as conventions?
3. How would you define a budget menu?
4. Why is a convention more demanding to handle?
5. What skills are required from the kitchen staff when catering for a group?
6. What kind of negotiations take place between a hotel manager and a travel
   agent?
7. What does a travel agent voucher contain?
                                     Handling Reservations




A Specimen Travel Agent’s Hotel Voucher


                                                                               HOTEL VOUCHER
                                                                               No. 2028-98

            HOTEL DUO                                      MESSRS…….Travela Praha
            Teplicka 17                                    N. OF PERSONS ………46………
            PRAHA                                          ROOMS
                                                           ROOMS …………………………..
            TEL. 0042 – 2 - 88674                          ARRIVAL …..03.11.1998 ………..
                                                           DEPARTURE ……07.11.1998


      Please supply the following services:
                         03.11.1998: Dinner + overnight
                         04.11.1998: Breakfast + dinner + overnight
                         05.11.1998: Breakfast + dinner + overnight
                         06.11.1998: Breakfast + dinner + overnight
                         07.11.1998: Breakfast + Departure
                         Reservation and payment through TRAVELA PRAHA

            Signature for reconfirmation
                        Doroty Spencer                        Thomas Cook
                                                              5-11 Lavington Street, London SE1 0NZ
                                                              Tel: 0171 581 9421 Fax 0171 584 9958



Tour groups and travel agent’s customers frequently settle their account with the hotel by use
of a travel agent’s voucher. This document is commonly issued in three copies. The whole
procedure is broken down into the following steps:
the travel agent negotiates a price with the hotel manager for their customer’s stay
the customer is charged with this price by the travel agent and gets a copy of the hotel
voucher
the travel agent sends to the hotel the original of the voucher as a confirmation of the details
of the arrangement
on their arrival the guest hands in the voucher copy which is checked at the front desk to
make sure that it is identical to the original.
on checking-out the guest signs the bill that goes back to the agency. He may settle in cash
any extras on a separate account.
the hotel sends the travel agent a request for payment less a 10 per cent commission,
according to the previous arrangements.
                                  Handling Reservations




Handling a Group Transaction
Where large groups are concerned, a ‘bulk’ voucher may well be used. Likewise the
information regarding a group member is taken on a ‘bulk’ reservation form and stored in the
reservation system as well. The details that largely differs are the room price which involves
discounts over the normal rack rates and the individuals names which are provided by the tour
organizer under the form of a rooming list.
Handling coach parties may generate a number of potential issues. For everything to go on as
smooth as possible, it’s necessary to know:
 the exact number of rooms required so as to set up and allocate group room blocks
 special group rates.
 the time of the party’s arrival and departure. This will enable sufficient staff to be on duty
    to meet the group’s needs.
 group generation of keys
 group billing master folio

1. Activity
Study the hotel voucher and complete the notes below the receptionist has taken for the food
and beverage department.



    OK TOURS Ltd
    75-77 Wheeler St, Cambridge CB2 3QB
    Tel: 0223 322640 Fax: 0223 366322
                                                      A party of ……….British
                                 VOUCHER              persons will be arriving on
                                 No.1278 / 97
TO RAMADA HOTEL GIARDINI NAXOS – SICILY               ……………. at ………. They
PLEASE PROVIDE ST.JOHN’S COLLEGE GROUP
44 PAX
WITH THE FOLLOWING ACCOMMODATION:
                                                      request ……………. on arrival.
8 SINGLES SHOWER     18 DOUBLES SHOWER                They are going to stay …………
HB TERMS
DATE OF ARRIVAL: JUNE 10 HRS:17.30 PLS
PROVIDE DINNER
                                                      nights at …………… terms.
DATE OF DEPARTURE JUNE 15 HRS: 09.00 AM
ENDING WITH BREAKFAST.
NUMBER OF NIGHTS: FIVE
ROOM RATES AS PER YOUR FAX DATED APRIL
20, 1997. DEPOSIT CREDITED INTO YOUR
ACCOUNT WITH COMIT CATANIA.
ROOMING LIST FAXED ON APRIL 22ND. BEST
REGARDS MARY FINSON


2. Write some similar notes of relevance both for the housekeeping department and for the
cashier.
                                         Handling Reservations


The Travel Agency Rooming List
This is a list of all the guests that will be occupying the rooms in a group room block. Generally prepared by the
tour planner and submitted before the cut-off date, it contains all vital information for the reservations. (i.e.
names, arrival date, departure date, number of beds, smoking/non-smoking etc.). This list will match the
numbers of room booked against individual’s names and give details of any specific requests that may have to be
catered for.
The following is the rooming list which the travel agent has completed and faxed to Ramada Hotel.




                                                                         ST. JOHN’S COLLEGE
     OK TOURS Ltd                                                        ROOMING LIST
     75-77 Wheeler St, Cambridge CB2 3QB
     Tel: 0223 322640 Fax: 0223 366322
                                                                         HV NO. 1278 / 97

No             NAMES                   ROOMS REQUESTED                                       REMARKS
                                       S  TW    D   ST
1      Mr J. Langland                  x
2      Mr P. Boyle                     x
3      Miss R. Miller                  x                                Sea view
4      Mrs L. Page                     x
5      Mr K. Richmond                  x
6      Mrs A. Baxter                   x
7      Mr A. Wood                      x
8      Mr P. Stevens                   x
9      Mr W. Tyler
10     Mrs L. Tyler                                      x              Near lift
11     Mr J. Ferguson
12     Mrs M. Ferguson                                   x
13     Mr D. Coe
14     Mrs G. Coe                                        x              First floor
15     Mr P. Norman
16     Mrs J. Norman                                     x
17     Mr B. Wilder
18     Mrs D. Wilder                                     x              Front room
19     Mr V. Sidney
20     Mrs J. Sidney                                     x
21     Mr H. Smith
22     Mrs A. Smith                                      x
23     Mr F. Hamilton


                                       8                18


Note:
S = Single room – TW = Twin room – D = Double room – ST = Suite

Answer these questions:

1.   What is a rooming list?
2.   Why is it necessary?
                                       Handling Reservations

3.    Whom does it concern to?
4.    Who requests a single with a sea view?
5.    What do Mr and Mrs Tyler need?
6.    Who requires a front room?
7.    How many doubles does the group request?
8.    Is there anyone who occupies a twin room?
9.    What is OK Tours?
10.   Where does the group come from?




The Hotel Allocation Plan
This is Ramada Hotel Allocation Plan:


 RAMADA HOTEL
 S                                                   ALLOCATION PLAN
 GIARDINI NAXOS

         John’s College
GROUP: St.                                               DATE OF ARRIVAL: June   10, 1997
Cambridge

CONVENTION                                               DATE OF DEPARTURE: June       15,
                                                         1997

TRAVEL AGENT: OK               Tours,                    FOOD PLAN: B&B    and Dinner
Cambridge
             GUEST’S NAME                         ROOM               ROOM TYPE
                                                   NO.
                                                          Single    Twin      Double         Suite
Mr J.Langland
Mr P. Boyle
Miss R. Miller
Mrs L. Page
Mr K. Richmond
Ms A. Baxter
Mr A. Wood
Mr P. Stevens
Mr & Mrs Tyler
Mr & Mrs Ferguson
Mr & Mrs Coe
Mr & Mrs Norman
Mr & Mrs Wilder
Mr & Mrs Hamilton

				
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