Procedure that hotel staff should follow when dealing with a reservation.
a) Check the order of phrases in the previous exercise. b) Write down what the hotel employee says at each of the numbered places. Act out a conversation with a partner.
Find out caller’s name
Find out company name Has guest stayed before?
Special rates organized and offer similar room Yes No
Stayed before? Continue with booking Take contact details (but also refer to Sales & Marketing Dep.)
Yes No
(preference, etc.) (if possible)
room & breakfast only) Take contact details – enter account details Give reservation number Ask for confirmation in writing
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Answer phone and identify yourself
