Theme: Reservation
Focus: Speaking
Soliciting initial information
- Can I help you?
- May I help you?
- What can I do for you?
- Can I be of any assistance, sir?
- How may I be of service?
Making inquiries
- I want to reserve a non-smoking room a room on…………………..
- I would like to book a room for……………………
- I would like to make a reservation on…………….
- I would like to check availability.
- I need three rooms for two nights on…………….
Finding out what the guest want
- What kind of room would you like?
- What type of room would you prefer?
- Would you like a double or a single room?
- Would you like a room with a bath or a shower?
- Would you like breakfast?
- Would you like an extra bed?
Asking about length of stay
- How long do you plan to stay?
- How long will you be staying?
- How many nights will you be staying?
- For how long?
- How many nights?
- Is it just for one night?
- Which day would you like
Accepting a booking
- Certainly, sir/madam.
- There’s no problem, sir/ma’am.
- Let me check.
- Yes, we still have availability.
- We have rooms available on that day.
- I can offer you……
- I can book a room for you for …………………..
- We can confirm a room from……………..to………………
Refusing a booking
- I’m sorry, there are no vacancies at the moment.
- I’m sorry that we’re fully booked on………..
- I’m afraid that we can only confirm a room for you from…….to…….
- I’m afraid we only have a double room available.
- We have no twin rooms available.
- Would you mind a double room instead?
- We’re fully booked on that day.
- Is it possible for you to change the
- reservation date?
- We won’t be able to guarantee you a room after ………………….
- If there isn’t any room, we can either put you on a waiting list or we can find you a room in another hotel.
Giving information about the room rates
- A twin room is y130 per night. The cost would be y130 per night.
- The room rate includes a complimentary breakfast.
- The room rate includes free airport pickup.
Asking information about the guest
- Who is the booking for, sir/ma’am?
- Who is the reservation for, please?
- Could you give me your name, please?
- What is your name, please?
- Could you spell your name, please?
- And your name, sir?
- Can I have your address, please?
- May I have your phone number and email address, please?
- Are you traveling with the company or is this a personal trip?
- May I have a name of the company?
Getting details of arrival
- What time will you be arriving?
- Do you know what time you will be arriving?
- Are you coming by plane?
- Could you tell me your flight number?
- May I have your flight number?
- What is your flight number, in case the plane is late.
- When does the flight arrive?
- Would you like a hotel limousine to pick you up at the airport?
- We have a limousine service, if you prefer to.
- We can pick you up at the airport, if you like.
- Asking for credit card number for guarantee
- Could you give me a credit card number?
- I need it to guarantee the reservation.
- Could you tell me the expiry date, please?
Ending the conversation
- We look forward to seeing you in November.
- We look forward to welcoming you on January the 11th.
- We look forward to your stay next week.
- Hilton hotel’s been looking forward to having you as our guest.
Confirming reservations
- We can confirm your room for……………….
- We can confirm your booking for ………………..
- We can confirm the room for …………………….
- We are pleased to confirm your reservation with…………….
Changing and cancelling reservations
- Could you tell me your name and the reservation number, please?
- I’ve changed that (the reservation) for you.
- Would you like me to send you a confirmation email?
- I’ve cancelled your reservation for you.
- There’s no cancellation charge.
- You’ve cancelled within the cancellation deadline.
- You’ve cancelled outside the cancellation deadline.
- You may cancel your reservation for no charge until…………….
- You’ll be charged if you cancel after this deadline.
