Booking a hotel room

I´d like to book a room please.

Receptionist: — Good afternoon, San Felice Hotel. May I help you?

Mrs Ryefield: — Yes. I´d like to book a room, please.
Receptionist: — Certainly. When for, madam?
Mrs Ryefield: — March the 23rd.
Receptionist: — How long will you be staying?
Object 2
1

Mrs Ryefield: — Three nights.

Receptionist: — What kind of room would you like, madam?
Er... double with bath. I´d appreciate it if you could give me a room with a view over the
Mrs Ryefield: —
lake.
Certainly, madam. I´ll just check what we have available. . . Yes, we have a room on the 4th
Receptionist: —
floor with a really splendid view.
Mrs Ryefield: — Fine. How much is the charge per night?
Receptionist: — Would you like breakfast?
Mrs Ryefield: — No, thanks.
Receptionist: — It´s eighty four euro per night excluding VAT.
Mrs Ryefield: — That´s fine.
Receptionist: — Who´s the booking for, please, madam?
Mrs Ryefield: — Mr and Mrs Ryefield, that´s R-Y-E-F-I-E-L-D.
Okay, let me make sure I got that: Mr and Mrs Ryefield. Double with bath for March the 23rd,
Receptionist: —
24th and 25th. Is that correct?
Mrs Ryefield: — Yes it is. Thank you.
Let me give you your confirmation number. It´s: 7576385. I´ll repeat that: 7576385. Thank
Receptionist: —
you for choosing San Felice Hotel and have a nice day. Goodbye.
Mrs Ryefield: — Goodbye.

. If any personal articles are kept in the desk, place them in a separate drawer. .
At the end of the day, clear everything possible from the top of the desk, set straight any articles that
must remain on top, and close all drawers.

DUTIES OF A RECEPTIONIST At one time or another, you will probably receive visitors and greet official
callers at your activity or office. The manner in which you conduct yourself and the impression you
make determines, to a great extent, the visitor’s initial impression of the whole organization. Often the
receptionist’s manner is apparent, even before moving or speaking, and it sets the tone for what
follows. When receiving and greeting visitors, you should be guided by a few simple rules of business
and courtesy. An office is a place of business, so you should show that you are there for work. In all offices,
you will have work other than attending to visitors. If, for short intervals, you actually have nothing to do,
learn by watching or helping other AZs. (You should not engage in idle talk with other personnel during
these occasions.) Your desk may be right in line for the chronic stop-and-chatter person from a nearby office.
Be pleasant but do not encourage incidental visiting. Most people will leave if they see they are
interrupting your work. You must not, however, give people coming to the office the impression that you
are too busy to help them. As an AZ, you should understand that one of your most important functions
is to be of help to other maintenance personnel, and no reasonable request should be too much
trouble. You should be polite, pleasant, and considerate at all times, even with people whose requests
seem a bit unreasonable. You should retain your composure and good manners. If you do not already
know the visitor, you should ask the individual’s name. You might write it on a slip of paper to
hand to the person the visitor wishes to see. You should listen carefully to inquiries. Use intelligence
and imagination in replying. Do not expect the visitor to know all about the office and the people in it.
When referring to Lieutenant Smith, for example, you should make sure that the visitor knows where
Lieutenant Smith’s desk is located. If possible, take the visitor to Lieutenant Smith, introduce him,
and briefly state the visitor’s business. If you cannot help, suggest another source that may be used. This
is where broad on-the-job experience is useful. You should never let people leave feeling they have run
 into a blank wall. A good receptionist is, to some extent, a buffer for the other people in the office.
Time can often be saved if the receptionist knows the answer. You should be careful, however, to know just
how far to go on your own and when it is better to let someone else take over. When the people in
the office are especially busy, the receptionist should protect them as much as possible without
denying legitimate requests or causing visitors to wait an unreason- able length of time. If a delay cannot
be avoided, it may be feasible to suggest calling the visitor when the person to be seen is free, or
find out whether anyone else can help.

TELEPHONE PROCEDURES When a small child first tries to talk on the telephone, the child is likely to
nod the head for yes instead of speaking. Many adults make, to a lesser degree, the same mistake. They
forget how important facial expression and gestures are in face-to-face conversation and that these
factors are missing on the telephone. Remember the old expression, “When you say that, smile.”
Misunderstandings can arise on the telephone because the person at the receiving end cannot see the
speaker’s expression. People sometimes develop telephone voice mannerisms that give a misleading
impression. To avoid this mistake, you should listen critically now and then, and decide whether you would
like to be spoken to by that voice. Is it natural? Is it pleasant? Is it friendly and yet businesslike?
Remember that a conversational tone is best for telephone use. You should speak directly into the
transmitter with the mouth about an inch away. Among voices to be avoided are the dull, the
whining, the pompous, the too formal, and the too sugary. Speak clearly and carefully. Be especially
careful in the choice of words to ensure that the intended meaning is clearly conveyed. You should open
a telephone conversation with a phrase that identifies your office to the person answering the
telephone. For example, “This is AZC Mires in Captain Lee’s office.” If the caller fails to tell you who
he/she is when you answer the phone, and it is necessary to know the name, ask for it tactfully. You
might say, “May I ask who is calling, please?” or “May I have your name, please?” Avoid phrases
that may sound abrupt or suspicious, such as ‘‘Who’s this?” or “Who’s calling?” If the person called is
absent, always offer to take a message. If given one, write it down while talking. Be sure to get all details
correct, especially the name and the telephone number oft he caller. If no message is given, make a note
about the call. After hanging up, place the note where the person for whom it is intended will be sure to
receive it. It is often a good idea, when the person called is out, to say, “Perhaps I could help you.” Even
if it develops that you cannot, the caller will appreciate your good will. As you learn more about your
duties, there will be more times when you can answer a question and save a second call. Telephone
conversations should be kept as brief and to the point as possible. Long discussions of personal
matters or unnecessary rambling on a point of business only tie up an official telephone. Although you
may have spare time to kill, this probably keeps the other person from an important job.

TAKING INSTRUCTIONS When you are given instructions, it’s wise to make notes. This is especially true if
the instructions are not to be carried out immediately. If there are a good many things to remember, as
is often the case, some detail of the instructions may be forgotten that could change the whole
operation. Notes provide a means of refreshing your memory. Also, they help to ensure that you
concentrate on the directions as given and understand clearly what is to be done.

USE OF WORKING HOURS Obviously, working hours should be used to get work done. However, if
you have no work to do, you are encouraged to study TRAMANs and other publications, such as Mech.
Generally, you can find something to do. Your use of time indicates the amount of initiative that you
have, the ability to organize work, and the interest in getting ahead. As an efficient petty officer,
you anticipate future jobs and start on them in slack time, such as putting things in order, cleaning out files
and cabinets, and replenishing supplies. Thus, you can organize the work so that you will not be too hard
pressed later on.

EXAMPLE:

Mr.Verma Good afternoon. Can I get a room in the Hotel please?

Hotel Receptionist Have you made a Advance booking, Sir?

Mr.Verma I’m afraid I haven’t done anyroom reservation. I tried to do hotel online booking. I believe
thathotel reservation software was not working then
Hotel Receptionist What kind of a room do you want, Sir? A double

room or a single room?

Mr.Verma A single room, please.
2ndPART

Hotel Receptionist Let me see. (Looking at the register). We are fully booked up at this time of the year. No,
we haven’t a single room available, sir.
Mr.Verma But please do try to help me out. I wouldn’t know where else to stay.

Hotel Receptionist would you like to see thehotel Manager, Sir? He just might have some rooms reserved
for emergencies.
Mr.Verma Thank you. Can you direct me to the Hotel Manager, Please.
Hotel Receptionist I’ll trace him for you in the hotel. Just a moment, Sir.(Talking into the phone). Please get me
the Hotel Manager. He might be in booking office or he might have gone on a round of the hotel. It he is not
in the booking office, try the North Indian Restaurant. Thank yo

Mr.Verma In the mean while, can someone get my baggage out of the taxi?
Hotel Receptionist Why not. Of course. (Tapping a bell for the porter. To the porter.) Please get the
gentleman’s bags out of the taxi. (To Mr.Verma) please do sit down. I’ll speak to the Manager of the Hotel
about a room for you, Sir.
Mr.Verma What is the room tariff in this hotel?

3rd PART HOTEL MANAGER AT THE HOTEL RECEPTION

Hotel Receptionist We charge Rs.1000 a day for a single room Sir.(The telephone rings.). Yes, I want to speak
to the Hotel Manager. I am speaking from Hotel Reception. Good afternoon. Sir. I have a small problem. There
is a guest here who has just arrived from Delhi. He wants a single room and we haven’t any single rooms
vacant. Is there some way of helping him out, Sir?
Hotel Manager Just a moment. I’ll come down myself.

Mr.Verma (Approaching thehotel reception desk again). Could you get me a single room?
Hotel Receptionist The Hotel Manager is coming down here and then we’ll see what can be done. Don’t worry,
Sir. We’ll try our best to help you out.
Hotel Manager Good morning, Sir. I am the Hotel Manager. What is the problem?
Hotel Receptionist: The gentleman here has no reservation but requires a single room. All the rooms are
booked up.
Hotel Manager: (Looking at the register). How long do you want to stay, Sir?
Mr.Verma : Just for one night. I’m catching the afternoon train tomorrow.
Hotel Manager: All right. I think we can accommodate you. Miss prashar, give the gentleman one of the room
booked for the German group. Their plane has been delayed and they will now be coming in tomorrow by
lunch time. Will that be all right, Sir?
Mr.Verma; Thank you very much.
Manager; You are welcome.
Hotel Receptionist ; Here you sir, Sir. I am giving you a single room on the second floor. Will you please fill in
your name and address in the registration book please Thank you.
Mr.Verma; Does the room rent include meals also?

Hotel Receptionist No, Sir. Meals are charged separately. Here is your room key. We’ve put you in room
206. The porter will take you bags up to your room. Is there anything else you would like, Sir?
Mr.Verma No. Thank you very much.
Hotel Receptionist It is a pleasure, Sir.
Porter This way, Sir.
Mr.Verma Oh yes, for got to mention. Can I get morning tea at 5o’clock tomorrow morning?
Hotel Receptionist Certainly Sir. We’ll call you at 5 o’clock tomorrow morning, with tea. If you want to eat
your meals in the hotel, you can either call Room Service, or come down to eat in one of the restaurants.
Mr.Verma Thank you

ANOTHER EXAMPLE:
Marko Tredup Hello. Do you have any vacancies? Ursula Wagner For this evening? Marko Tredup Yes, for this
evening. Ursula Wagner Would you like a single room or a double room? Marko Tredup A single room please.
Ursula Wagner With shower or bath? Marko Tredup With shower. Ursula Wagner Let me have a look... yes, of
course, we have a single room free. And this is with shower and toilet. How long will you be staying? Marko
Tredup Three nights, from the sixteenth to the nineteenth of July. Ursula Wagner So that would be on the 16th,
17th and 18th of July? Marko Tredup Yes, precisely. I'll be departing on the 19th July. Ursula Wagner And would
you like half-board or just bed and breakfast? Marko Tredup Just bed and breakfast. What does that cost?
Ursula Wagner A single room costs 85 euros per night, and that includes breakfast, service and VAT. Marko
Tredup That's quite a lot for a student. What time is breakfast served? Ursula Wagner From seven o'clock
onwards in the restaurant, straight in front of you. Marko Tredup Where is the hotel car park? My car is here in
the street. Ursula Wagner We have an underground car park with 200 parking spaces. Marko Tredup Excellent.
And what leisure facilities do you have here? Ursula Wagner We have a solarium, and also a fitness room, a
sauna and a swimming pool. Marko Tredup Great, I'm pleased to hear that! Do you accept credit cards? Ursula
Wagner Yes, we accept all major credit cards. Marko Tredup Good. I'll take the room. Ursula Wagner Would you
like to sign the register? Marko Tredup With pleasure. (He signs the register.) Ursula Wagner Follow me please.
Here is your key, I'll show you your room. It's on the top floor and your room number is 426. The porter will
carry your luggage upstairs.
ETIQUETTE STARTS AT THE FRONT DESK
Many of us, myself included, have held or hold a front desk job in an office. These positions allow an
individual a vantage point to observe behavior unseen by employees who have an office and reside in it most
of the day.

Some people do not care about etiquette at all in an office environment. Etiquette is saved for first
impressions when dating or attending parties. Sometimes, it is displayed by those wanting something from
someone. The front desk would be an excellent starting point for employees to practice office etiquette. The
behavior listed below could then be minimized or avoided.

1) The person who enters the door almost every day speaking on a cell phone. The conversation continues all
the way down the hall to their office. Not everyone wants to share their life. All of us have our own.

2) The person who walks in the front door late on a continuous basis. Then they want to give whoever's at the
front desk, the boss, and anyone else willing to listen to another excuse that lacks credibility. The boss is the
only person they should be concerned with. The rest of us don't sign their check.

3) The person who refuses to ever make coffee for the lobby using the excuse that they can't figure out how
to do it. Not only would someone show them how but it doesn't take a lot of expertise to pour water in a tank
and spoon coffee into a basket.

4) The person who uses interrogation tactics over the phone when the boss isn't available to speak to. A lot of
us have read Winning Through Intimidation.

5) The employee who stops at the front desk and has a ten minute discussion with someone, raising their
voice as the topic becomes more exciting. This is usually when the person working the front desk has to
answer the phone. It's a client on the phone who can't be heard and it's the client's business we get and keep
that enable all of us to receive a check.

6) The individual who enters the door and does not acknowledge the employee at the front desk with a
greeting. I wonder if they greet their family members and pets at home or just co-exist with them also.

Just in case you're reading this and are guilty of any of these transgressions, which we all are at one time or
another, let this be a reminder that etiquette at the office is important and starts at the front desk.