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HOTEL RESERVATIONS

Module by: Nguyễn Hồng Chí. E-mail the author

Summary: HOTEL RESERVATIONS

Section 1: LANGUAGE FOCUS

1. Structures

Expressing the location

The hotel is…

The hotel is situated…

The hotel is located…

The hotel is found…

Expressions of location:

Bảng 1
near…opposite... ex:near the Mekong River
...from... ex:only 5 minutes from the airport
in…(right) in the heart of...in the center of…on the bank of...centrally located in... ex:in the heart of the city
on the edge of... ex:on the edge of town
along...beside... ex:along the highwaybeside the road
...(directions) of... ex:20 kilometers north of Paris
(other locations), overlooking... ex:It's on the edge of town, overlooking the beach.

PRACTICE

Describe the locations of some of the hotels in Cantho City.

Ex: The Asia Hotel

The Asia Hotel is centrally located in Cantho City, near the ferry to the

Xom Chai Islet.

  • The Hoa Binh Hotel
  • The International Hotel
  • The Ninh Kieu Hotel
  • The Phuong Dong Hotel
  • The SaigonCantho Hotel
  • The Tay Do Hotel
  • The Victoria Hotel

Identifying hotel types for the guest

(A hotel type) would be suitable for (someone).

Ex: A low-end hotel would be suitable for a group of students.

Selecting room types for the guest

(A room type) would be nice for (someone).

Ex:A twin room would be nice for Joan and Sue.

Taking hotel reservations

… would that be …?

Ex: How many nights would that be for?

Expressions of reservations

What language does the receptionist use when he/she does these things?

Bảng 2
Find out what type of room the guest needs?  
Find out when the guest wants the room?  
Find out how long the guest plans to stay?  
Offer a room?  
Say the room rate?  
Find out the guest's name, telephone number?  
Finish the conversation politely?  
Confirm the reservation?  

PRACTICE

Read the conversations. The parts are not in the right order.

  1. Write G on the lines where the GUEST is speaking.
  2. Write R on the lines where the RECEPTIONIST is speaking.
  3. Number the brackets to show the correct order of the parts.
  4. Act out the conversations with your partner.

CONVERSATION 1

__________:The fifth of April. Would that be a single room, sir? ( ____ )

__________:We can give you a no-smoking single room at $150 including service and breakfast. Would that be suitable? ( ____ )

__________:That's fine then Mr. Blane. I've made your reservation. ( __ )

__________:Hello, my name is John Blane. I'd like to reserve a room for the fifth of April, please. ( ____ )

__________:Yes, a single room, for no-smokers if possible, one night only. ( ____ )

__________:Yes, that sounds fine. ( ____ )

CONVERSATION 2

__________:The name is King, Conrad King. ( ____ )

__________:For next week, the fifth of September. ( ____ )

__________:Em... two nights. ( ____ )

__________:When would that be for, sir? ( ____ )

__________:Well, that would be fine. ( ____ )

__________:And the name is? ( ____ )

__________:That would be OK. But how much is it? ( ____ )

__________:And how many nights? ( ____ )

__________:I'd like a room for myself, my wife and my young son, please. ( ____ )

__________:Two nights. Let me see. There's no triple room available then, but I can give you a twin room and put an extra bed in it. (____ )

__________:The rate would be $90 a night for the room.

That doesn't include meals. ( ____ )

__________:Very good Mr. King. We look forward to seeing you and your

family on the fifth of September. ( ____ )

2. Vocabulary

Hotel types

Match the names of hotel types with their definitions.

A commercial hotelAn airport hotelA tourist hotelA motel

A middle-range hotelA guesthouse A low-end hotelA luxury hotel

Bảng 3
Hotel types Definitions
  The highest standard of hotel with very good services, facilities, decorations, friendly staff, and expensive.
  A hotel, which has the essential facilities and is cheaper than a luxury hotel.
  A hotel located at or near the airport for passengers of transit flights.
  A good hotel with modern facilities for business and good security for businessmen. It is usually in the business center.
  A hotel with a place for cars or motorcycles. It is located close to highways but doesn’t have a lot of facilities.
  A private house often run by a family. It is small and usually has a few rooms. There is a very nice or cozy atmosphere there.
  A hotel where the tourists can stay on their holidays or trips with good entertainment. There are fewer facilities in a tourist hotel than a luxury hotel, but it has good value.
  A very cheap hotel with limited facilities

What kind of hotel would be suitable for the following people?

Bảng 4
The guest Hotel types
Mr. Brown, "I'm driving to San Francisco. I need somewhere to stay for the night?"  
Mrs. Houston, "I'm flying to Hong Kong early tomorrow morning."  
Mr. Rousseau, "I'm spending three nights in Arcadia. I want to stay in the best hotel in the city."  
Jack, "I haven't got much money, but I want to stay in the best hotel possible."  
Joan and Sue, "We are students so we aren't very rich. We need somewhere to stay during our trip."  
Mr. Kaplan, "I'm going for a week's holiday in the Mediterranean. I want a hotel with its own beach and plenty of entertainment."  
Miss. Hoa, "I'm here on business. I need a hotel in the commercial district of the city."  
The Johnsons, "We want to live in a house with a nice family atmosphere. However, we haven't got a lot of money."  

Room Types

Match the names of room types with their definitions.

Double roomTwin roomFour-bed room

Single roomTriple roomQuadSuite

Bảng 5
Kinds of room Definitions
  A room for one person with one bed
  A room for two persons with one big bed designed for two
  A room for two persons with two separate single beds
  A room for three persons with three beds
  A room for four persons with four beds
  A room for four persons with two double beds
  A series of connected rooms used as a unit

What kind of room would be suitable for the following people? There may be more than one type that suits their requirements.

Bảng 6
The guest Kinds of room
Mr. and Mrs. Johnson.  
The Smiths (the parents, one boy, and one girl)  
Hoa and Chi (the friends)  
Mr. Rousseau  
A group of three students  
A group of four people (the friends)  

Reservation documents

1. What documents does the receptionist need during reservation procedure?

 the room chart

 the reservation form

What are these documents for?Write a brief explanation for the purpose of the

use of each item above.

The room chart:_____________________________________________________________

_____________________________________________________________

The reservation form:

_____________________________________________________________

_____________________________________________________________

2. You'll hear a guest booking accommodation on the phone. Listen and note down his requirements on the room chart.

Bảng 7
Roomdescription 101twin bedsbathbalcony 102single bedshower 103double bedshower 104twin bedsbath 105double bedshowerbalcony
Room price $92 $65 $85 $88 $90
SundayMay 1          
MondayMay 2          
TuesdayMay 3          
WednesdayMay 4          
ThursdayMay 5          
FridayMay 6          
SaturdayMay 7          
SundayMay 8          
All prices include continental breakfast. For half board add $20 per person. For full board add $40 per person

3. Work with your partner using the role cards in order to take hotel reservations. Take turns to be a guest and a receptionist of the Continental Hotel.

SECTION 2: READING

1. Pre-reading

Discuss the following questions.

  1. Why are guest reservations important to travellers and lodging establishments?
  2. What does the hotel need to manage guest reservations?
  3. How many types of reservation systems?
  4. What are the sources of reservation?
  5. Besides reservation systems, what does the hotel also need to do?

2. Reading

HOTEL RESERVATIONS

The importance of guest reservations to travelers and lodging establishments

Making reservations is necessity for travelers and an important marketing tool for lodging establishments. A reservation system must ensure efficient means of accessing, processing, and confirming information. Without an efficient reservation system, all aspects of managing a hotel will be negatively affected. This not only decreases the hope of repeat business, but also ensures that the dissatisfied customer will tell others of the negative experience.

The importance of a reservation system

A well-organized reservation system allows hotels to ensure a steady flow of guest into their properties. Hotel chains offer their members the ability to fill 30% or more of available rooms on a nightly basis. Independent hoteliers have the onerous responsibility of creating exciting marketing programs to capture room business. Easy access to a hotel’s data bank of rooms helps to fulfill the customers’ needs, as well as in reaching a targeted daily occupancy rate and average daily rate. A reservation system represents the primary means of producing positive cash flow and favorable income statement.

Types of reservation systems

The franchisee is a hotel owner who has access to a national reservation system and receives the benefits of the corporation’s management expertise, financial backing, national advertising, and group purchasing. A franchise member of a reservation system or a member of a referral system gains significant advantages from combined efforts of interhotel property referrals, a system of one member-property recommending another member-property to a guest, and national advertising.

A referral member of a reservation referral system is a hotel developer/owner who has access to the national reservation system. Hotels that are members of the reservation system are more than able to justify these costs: for example, a chain property may obtain 15 – 30% of its daily room rentals from the national reservation system. This depends on local economic and market conditions. Compared to the costs incurred by an independent property that must generate every single room sale with individual marketing and sale efforts, franchise referral costs seems minimal.

Sources of reservations

Corporate clients

Group travelers

Pleasure travelers

Current guests

Besides, hotels also need to forecast reservations, manage the overbooking, and process guest reservations.

Major Reservation Systems

Bảng 8
Hotel Reservation system
Holiday Inn Holidex 2000
Choice Hotels International Choice 2001
Intercontinental Hotels Global II
Hospitality International Reservahost
Marriott International MARSHA III
Travelodge Fortress II

Generally, reservations ensure that corporate, group, and pleasure travelers will have accommodations at their destination and provide the hotel with a steady flow of business. Determining the sources of these reservations assists the front office manager in developing procedures to satisfy the needs of the guest. The traveler can use various means to make reservations, such as toll-free telephone numbers, fax numbers, and the Internet. The room forecast is used to communicate occupancy status to other departments in the hotel. Overbooking, used to balance no-shows and understays, can be carefully structured using the occupancy management formula. Computerized reservations systems also help FO managers to manage guest information database, dates of arrival, length of stay, etc. confirmed and guaranteed reservations assure the guest of accommodations on arrival, with various degrees of assurance based on time of arrival and willingness to prepay. These levels of assurance also affect the financial success of the hotel. Some lodging properties continue to process reservations using traditional, non-computerized system. All elements combine to provide means of access for the guest and a technique for marketing rooms for the hotel. The front office manager is responsible for providing this service to the guest.

From Hotel Front Office Management (1996)

Decide whether the following statements True or False..

  1. Making reservations is one of the ways to market the hotel industry.
  2. A reservation system is used to affect negatively all aspects of managing a hotel.
  3. An efficient reservation system will enhance business and ensure to satisfy the guest.
  4. A well-organized reservation system helps to obtain higher room rate and increase the income.
  5. Reservation sources are various, from corporate clients to current guests.

3. Vocabulary

Match the different types of guests to their definitions.

Corporate clientsCurrent guestsGroup travelers

Guests with confirmed reservationsGuests with Guaranteed reservations

Pleasure travelersStayoversUnderstaysWalk-in guests

Bảng 9
The Guest Definitions
  Guests without reservations, a welcome sector of the hotel market, usually increasing in heavy tourist seasons, special tourist events, conventions, and the like.
  Guests who arrive on time but decide to leave before their predicted date of departure.
  Currently registered guests who wish to extend their stay beyond the time for which they made reservations.
  Prospective guests who have made a contract with the hotel for a guest room, represent a less volatile group because the guest provides a credit card number to hold a room reservation.
  Prospective guests who have a reversation for accommodations that is honored until specified time, represent the critical element in no-shows. After that time, the hotel is under no obligation to hold a reservation.
  Guests who are registered in the hotel.
  Guests who travel alone or with others to visit points of interests or relatives, or for other personal reasons. These travelers, who are often unrestricted by dealines or schedules, are more flexible in their travel plans.
  Guests who are traveling as a group either for business or for pleasure. Convention guests and seminar attendees are examples of groups that travel on business. Participants in organized tours tend to pursue recreation, education, and hobbies, and special interests constitute some of the pleasure segment.
  Guests who are employed by a business or are guests of that business.

SECTION 3: DO YOU REMEMBER?

  1. What are the documents used in taking reservations?

…………………………………………………………………………………………

…………………………………………………………………………………………

…………………………………………………………………………………………

…………………………………………………………………………………………

  1. In order to ask questions politely, what structures does the receptionist usually use?

…………………………………………………………………………………………

…………………………………………………………………………………………

…………………………………………………………………………………………

  1. Explain the important role of making reservations in the hotel management.

…………………………………………………………………………………………

…………………………………………………………………………………………

…………………………………………………………………………………………

  1. Joke down different types of guests contributing to endure the stable flow of guest into lodging establishments.

…………………………………………………………………………………………

…………………………………………………………………………………………

…………………………………………………………………………………………

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