Page 69 - English for Front Office

Number secure the reservation, often used for
longer stays or during peak seasons.
12 Deposit The terms and conditions regarding
canceling a reservation, including any
associated fees or deadlines.
13 Cancellation Includes the guest's phone number, email
Policy address, and any other relevant contact
details for communication.
14 Waitlist Dates during which no reservations are
accepted, typically during high-demand
or maintenance periods.
15 Special A list of guests interested in a room on a
Requests specific date if availability becomes
possible due to cancellations.

TEXT EXPLOITATION TASKS

Task 4

For Student A

❖ Tips to Handle Reservation via Telephone

The followings are some tips to handling reservation via

telephone.
1. Pick up the phone in three rings, introduce yourself and your

hotel, do not forget to offer help.
2. Answer the phone in a nice and warm tone, do not use a high

tone.

3. Greet guest warmly. Smile on the phone.
4. Ask the purpose of the guest why they call and do not forget

to offer help.