Page 108 - English for Front Office
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2. Filling the cancellation form
The next step is filling the cancellation form. After
checking the information, the staff will fill the
cancelation form based on the request of the guest.
The reason of the guest and some specific information
also needed in cancellation process.
3. Taking notes on the cancelled reservation
After filling the form, the staff will take a note on the
cancelled reservation. The detail on the note usually
consist of the dates of cancellation, what reservation
are cancelled, or who are involved on the process.
4. Cancelling the reservation
After all of those processes, the staff will cancel the
reservation through a computerized reservation
system. Usually, the reservation will be deleted from
the system, and the room will be available for the next
booking.
Student B
Tips to Handle Reservation Cancellations
The followings are some tips when handling cancellation
by telephone.
1. Pick up the phone, greet, introduce yourself and your hotel,
do not forget to offer help.
2. Answer the phone in a nice and warm tone, do not speak in a
high tone.
3. Do not forget to ask who’s the caller and the contact number
4. Re-confirm the reservation details with the guest, number of
rooms, Arrival and departure date
