Page 70 - English for Front Office

5. If guest asks about room, show an enthusiastic tone when
answering guest questions.

6. You should also know about hotel products and hotel
information.

7. Provide clear and easy-to-understand information for guests,

do not be long-winded.
8. Ask the required type of room, the number of room, the

arrival and departure dates (the length of stay)
9. Ask for permission to check at the system whether the room

is available or not in those days.

10. If the room is not available, then offer another room.
11. Explain the room facilities

12. Mention the room rate and whether tax and service are
included or not (mention the highest rate first).

13. If the guest agrees to reserve a room, ask the name and the

spelling.
14. Ask the name of the person who is making the reservation

15. Ask the company’s name, the person to be contacted
16. Ask the address, telephone, and fax number

17. Ask if there is any special request
18. Ask how payment will be made

19. Repeat the reservation completely

20. Create reservation at the system.
21. Do not forget to explain about payment and ask for a 50%

guarantee deposit.
22. Give the last good impression by thanking the guest for

calling and wish them have a nice day (last greeting)