TH1807

Reservation Simulation
In order to handle an enquiry and turn it into a reservation, certain pieces of information will have to be
exchanged between the client or prospective guest and the reservations staff.

Guidelines in Taking Reservations

1. Greet the client and offer assistance.
2. Determine room availability. Once the request for reservations is received, find out from the inquiring
party the date and type of room required. Then, check if there is an available room corresponding to
the room type preferred.
3. Accept or deny request for reservation.
• If a room is available, accept the reservation.
• If the specific accommodation requested is not available, apologize and explain to the client
that the particular accommodation is not available. Then, offer an alternative room depending
on what is available.
• If the hotel is fully booked, apologize and explain that the hotel is fully booked. Then, offer
alternative dates or accommodation at the hotel or in sister hotels.
• If the guest is blacklisted, the actions to follow depend on the reason why the guest is
blacklisted. For instance, if the guest has caused trouble, the reservations staff may refuse the
request completely, or may accept it but on a cash-only basis.
4. Gather details of reservation. Once room availability is confirmed, all pertinent information regarding
the reservation shall be inputted in the guest profile (automated system) or indicated in the room
reservations form (manual system). These pieces of information are the following:
• Name/s of incoming guest/s • Remarks (special request arrangements –
• Number of persons arriving e.g., very important person (VIP), amenities)
• Arrival and departure date • Room rate
• Number of nights the guest will stay • Billing arrangement
• Number (quantity), type of room, and • Booked by
type of bed required • Accepted by
• Contact number • Date of acceptance of reservation
5. Determine method of payment. The various ways for a guest to make his/her reservation guaranteed
are through the following: cash, credit card, debit card, direct bill, and check.
6. Reconfirm details of reservation. This allows the verification of information gathered and immediate
correction of errors if there is any.
7. Explain the guarantee policy. This includes the policies of the hotel regarding the non-appearances of
the guest during guaranteed and non-guaranteed reservations.
* It is stated here that with the guaranteed reservation, a room will be held available regardless of
when the guest arrives; while with non-guaranteed reservations, the hotel can only hold a room for
the guest until a stated cancellation hour (18:00) on the day of arrival. After which, the room is
released, and the reservation automatically gets canceled.
8. Thank the client.

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Client Questions
These are some questions the prospective guest may ask:
• Is there a room of a particular type available on a particular date?
• What types of room are available?
• How many people does this room sleep?
• What facilities are offered in the room? What services does the hotel offer?
• Does the hotel have particular facilities (e.g., parking, childcare, business services)?
• What is the cost of the room (per person or per night)?
• What is included in the cost/tariff (e.g., breakfast, access to the hotel facilities)?
• Where is the hotel located (and/or how can the guest get there)?
• Is the hotel close to transport terminals and attractions?

Staff Questions
These are some questions the reservations staff must ask:
• How many people will be staying in the room?
• What is the name of the guest (and how is it spelled)?
• What is the title of the guest (e.g., Mr., Mrs., Ms., Doctor, Professor)?
• What is the guest’s address, phone number, and e-mail address?
• How would the guest prefer to settle the bill?
• Can the hotel take the credit card number of the guest (and if so, what is it)?
• How will the guest be arriving at the hotel (e.g., by car, or by what train or flight)?
• Has the guest stayed at the hotel before? Is the guest a member of the hotel’s loyalty program (or
frequent guest club)?
• What is the guest’s nationality?

Telephone Etiquette
 When answering a business phone, it should not take more than three (3) rings before picking up.
Advise employees that the second or third ring is the ideal time to pick up the phone.
 The phone should be answered with a positive greeting such as “Hello,” “Good Morning,” or “Good
Afternoon,” etc. Following the greeting, the person who answers the phone should give his/her name
and the name of the business or organization that is being contacted.
 Put on a smile before placing or answering a phone call. When a person smiles, it affects the sound of
his/her voice, giving it a more pleasant and friendly tone.
 Speak in a clear tone using a voice that is neither too loud nor too low. Words should be enunciated
and said slow enough that people can understand what is being said to them.
 If someone must be put on hold, ask for permission first and give him/her the option to leave a
voicemail message. When taking them off of hold, thank the caller to show that their time is respected.
 When a caller is speaking, listen to what s/he has to say without interruptions.
 Always return phone calls if a return call has been promised. If it is needed to transfer a call, inform
the person on the other end before doing so. It is also important to explain the need for the transfer.
× Do not transfer a call or put a person on hold without informing and asking permission to do so.
× Never say “I don’t know” when talking with someone on the phone. The ideal response to a question
when there is no definite answer is to say, “I’ll check on that for you.”
× It is never acceptable to argue with a caller.
× When ending a phone call, do not hang up the phone without a positive closure, such as “Thank you
for calling,” or “Have a good day.”

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Sample Reservation Dialogues

Non-guaranteed; booking on behalf of someone else
Reservations Staff (R): Good morning. STI Luxury Resort Hotel: Reservations. James speaking. How may I
help you?
Client (C): Hi, good morning. I’d like to book a room for next Wednesday, the 18th, if possible.
R: Certainly, sir/madam. For how many nights do you want the room?
C: Three (3) nights.
R: Three (3) nights… and what type of room are you interested in?
C: A double room, please.
R: I can offer you a standard double for ₱26,759.00 per night, or a deluxe queen-bedded room at the
special rate of ₱28,999.00 per night, plus value-added tax (VAT). The deluxe is more spacious, with a queen
bed, and has a fine view over either the gardens or the city.
C: I’ll take the deluxe, please.
R: Thank you. May I have your surname and first initial, please?
C: Yes, my name is Mr. C De Guzman.
R: Is the room for yourself, Mr. De Guzman?
C: No, I’m booking for some friends.
R: May I have the names of the guests, please?
C: Yes, it’s Mr. and Mrs. J Addelva. That’s A-D-D-E-L-V-A.
R: May I verify the correct spelling of the guests’ surname? That is Addelva with A for Alfa, D for Delta, D
for Delta again, E for Echo, L for Lima, V for Victor, and A for Alfa.
C: Yes, that’s correct.
R: Thank you. Do you know how they will be arriving at the hotel?
C: By air.
R: Do you know their flight details or approximate time of arrival?
C: I believe their flight is due in about 4:30 PM. Can I request a city view for them, if possible?
R: I’m afraid I cannot guarantee that, Mr. De Guzman. But I’ll certainly note it down as a request, and we’ll
do our best. May I take a contact number for you, please, Mr. De Guzman?
C: Yes. It’s 0912 345 6789.
R: Thank you. May I also take your address so that I can send you a letter of confirmation?
C: Certainly. It’s Block 1, Lot 2, McArthur Subdivision, Cainta, Rizal, 1900.
R: Thank you. Allow me to confirm the details with you, Mr. De Guzman. You have reserved one (1) deluxe
queen room, in the names of Mr. and Mrs. J Addelva; arriving on Wednesday 18th June and departing on
Saturday 21st June; that’s three (3) nights. The room rate will be ₱28,999.00 per night plus VAT. The room
will be held until 6:00 in the evening of Mr. and Mrs. J Addelva’s arrival, unless you would like to guarantee
the reservation by paying a deposit?
C: No, that’s fine. Thank you. The Addelvas will pay for the room themselves by credit card.
R: That’s alright, Mr. De Guzman. I will send a confirmation letter out to you this afternoon. Is there
anything else I can help you with today?
C: No, thank you. Goodbye.
R: Thank you for your reservation, Mr. De Guzman. Have a nice day. Goodbye.

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Guaranteed; booking for oneself

Reservations Staff (R): Good morning. STI Boutique Hotel: Reservations. This is Kyrie speaking. How may
I help you?
Client (C): Hi, good morning. I’d like to book a room for the last weekend of October. Do you have any
vacancies?
R: Yes, sir. We have rooms available on that particular weekend. What is the exact date of your arrival?
C: That will be on the 28th.
R: How long will you be staying?
C: I’ll be staying for three (3) nights.
R: How many people is the reservation for?
C: This will be for two (2).
R: What room type do you prefer, a twin room or a double room?
C: A double room, please.
R: Alright. We have a room with a view of the ocean that I think would be perfect for your stay. Would you
want to have it for you?
C: If that type of room is available, I would love to have an ocean view. What’s the rate for the room?
R: That is ₱3,998.00 per night. What name will the reservation be listed under?
C: Samuel Brillantes.
R: Could you spell your last name for me, please?
C: Sure. That is B-R-I-L-L-A-N-T-E-S.
R: Let me repeat that. It is B for Bravo, R for Romeo, I for India, L for Lima, another L for Lima, A for Alfa,
N for November, T for Tango, E for Echo, and S for Sierra.
C: Precisely correct.
R: Great! Is there a phone number where you can be contacted?
C: Yes. My mobile number is 0912 345 6789.
R: Thank you. May I have your credit card information to reserve the room for you? What type of card is
it?
C: Visa. The number is 4126-3333-4444-5555.
R: What is the name of the cardholder?
C: Samuel J. Brillantes.
R: The expiration date, please.
C: December 2022.
R: Alright, Mr. Brillantes. Your reservation has been made for the 28th of October for a room with a double
bed and view of the ocean. Check-in is at 2 o’clock. If you have any other questions, please do not hesitate
to call us.
C: Great! Thank you so much.
R: My pleasure. We’ll see you in October, Mr. Brillantes. Have a nice day.

Reference:
Bardi, J. A. (2011). Hotel front office management (5th Ed.). Hoboken, NJ: John Wiley & Sons, Inc.
Mitel Networks Corporation (2019). Phone etiquette for business calls. Retrieved from https://www.mitel.com/en-us/articles/phone-
etiquette-business-calls on 01 March 2019.

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