English For Tourism

GRADE XI
SMK RESTUMUNING

CHAPTER 3
IDENTIFYING EXPRESSION IN HANDLING
RESERVATION BY PHONE
 GENERAL OVERVIEW
OF RESERVATION

• Definition
• res·er·va·tion 
• /rezər’vāSHən/
• Noun
• ·         The action of reserving something.
• ·         An arrangement whereby
something, esp. a seat or room, is booked
or reserved for a particular person.
 MATERIAL FOCUS

• In this chapter you will learn :

o What kind of expression that using in handling reservastion by phone?.
o The expression of reservation.
o How do we say the expression?.
o How do we implemented the expression on handling reservation?.
The Term of Making Reservation by Using the
Expression
MAKING RESERVATION
I would like to A ticket
reserve Business class
Day flight
Could I reserve a table for two for dinner
Can tomorrow?
May
I Would like To book a single for
Am going tomorrow.
want
 EXPRESSION IN
RESERVATION
TAKING RESERVATION
Opening conversation of Receptionist
- Yes. Sir/ Miss/ Ma’am can I help you?
- Good morning. Can I help you?
- Lestari Hotel, could I help you?

Hotel reservation:
- What kind of room do you need?
- Would you like single or double bed?
- How long will you stay, Sir/ Ma’am?

Ticket reservation:
- What ticket do you want?
- When will you fly, Sir/ Ma’am?
- When will you arrive?

Refusing reservation:
- I’m sorry to inform you that all rooms/ seats/ tickets/ tables have been reserved
- I’m really sorry , I’m afraid we cannot make any reservations for you
- All rooms/ seats/ tickets/ tables have been reserved
 Vocabulary
• Room • Room rate
• Assist / help • Facilities
• Repeat • Tax and service
• Enjoy • Etc.
• Confirm
• Reserve
• Available
• Vacancies
 Making Reservation and Taking
MAKING RESERVATIONS
Reservation
HANDLING/ TAKING RESERVATIONS
RESTAURANT
·         I’d like to book/ reserve a table for 2 for 8 pm
tonight ·         How many people is the booking for?
·         I’d like to make reservation under the name ·         Under whose name the reservation should be
“Elisa” made?
·         Can we have a non-smoking table? ·         Can you spell your name?
HOTEL
·         I’d like to book a double room for two nights for
the next week ·         How long you will be staying?
·         Does it include breakfast? ·         What kind of room would you like?
·         Is there a gym?
·         What time can I check in?
·         What time do I have to check out?
FLIGHT
·         I’d like to a flight from Jakarta to Yogyakarta on
November 21 ·         Can I have your name please?
·         How much is the baggage allowance? ·         Can I have your credit card number?
 Term in Hotel
• Advance Deposit • Occupied room = OR
• Ala Carte • Occupied clean = OC
• Arrival  • Occupied dirty  = OD
• Check In • Double Lock = DL
• Check Out  • Don’t Disturb = DND
• Confirmed Booking  • Vacant dirty = VD
• Deposit • Vacant clean = VC
• Departure
 Type of Reservation Reports
• Reservation Transaction report
• Room Availability Report
• Group Status Report
• Special Arrival List
• Turn Away Report
• Three days forecast report
• Reservation Histories
 Reservation Status
• 6 p.m release
• Guaranteed Arrival
• Take or Place
• VIPs and CIPs
• Tours and Groups
• Commissionable Bookings
 Form in Used for Reservation
• Reservation Form
• Reservation Slip
• Group Reservation Form
• Group Cancellation Form
• Room Reservation Cancellation/Change Form
Thank You & Good Luck

HAVE A GREAT DAY AHEAD