Taking a Reservation

Front Desk Receptionist

Enterprise Hotels, Lise speaking. How can I help you?

What date are you looking for?

How long will you be staying?

How many adults will be in the room?

I'm afraid we are booked that weekend.

There are only a few vacancies left.

We advise that you book in advance during peak season.

Will two double beds be enough?

Do you want a smoking or non-smoking room?

The dining room is open from 4 pm until 10 pm.

We have an indoor swimming pool and sauna.

We serve a continental breakfast.

Cable television is included, but the movie channel is extra.

Take Exit 8 off the highway and you'll see us a few kilometers up on the left hand side.

The rate I can give you is 99.54 with tax.

We require a credit card number for a deposit.

Guest

I'd like to make a reservation for next week.

Is it necessary to book ahead?

Do you charge extra for two beds?

How much is it for a cot?

Do you offer free breakfast?

Is there a restaurant in the hotel?

Do the rooms have refrigerators?

Do you do group bookings?

Is there an outdoor pool?

Do you have any cheaper rooms?

When is it considered off- season?

CONVERSATION BETWEEN HOTEL RECEPTIONIST AND A GUEST

Hotel Receptionist

: The XX Inn. Good afternoon. How can I help you?

Mr. Smith

: Yes, I would like to make a reservation.

Hotel Receptionist

: Yes, of course. Can I have your full name please?

Mr. Smith

: Its John Smith.

Hotel Receptionist

: Thank you Mr. Smith. And when would you like to reserve it for, Sir?

Mr. Smith

: For the 21st of June, and it would be for 5 days and 4 nights, so until the
25th.

Hotel Receptionist

: Very well, we have our Presidential and Junior Suites available, but we
only have 2 more Double rooms available. Which would you like to book,
Sir?

Mr. Smith

: Alright. I would like 1 double room, and the 2 Junior Suites, thank you.

Hotel Receptionist

: One Double room and two Junior Suites reserved for Mr. John Smith. Is
that all?

Mr. Smith

: Yes, that is all. Thank you very much.

Hotel Receptionist

: Youre welcome, Mr. Smith. Have a good day.

Receptionist

: Good morning, Sir. Welcome to Nyiur Hijau Hotel. May I help you?

Mr. Sutomo

: Um I and my wife would like to reserve a room. Do you have any empty room
for us?

Receptionist

: Um (checking) we have some rooms available. We have standard and deluxe

room available for you and your wife. Which one will be your choice, Sir?

Mr. Sutomo

: Hey, Dear. Which one would you like to be our room? Standard or deluxe one?

Mrs. Sutomo : Um What about the deluxe one?

Mr. Sutomo

: Excuse me, how much should I pay for every room?

Receptionist

: Well, the price for the Standard room is Rp80.000 per night and for the Deluxe
one is Rp150.000 per night.

Mr. Sutomo

: Alright, I think I will stay in the deluxe room.

Receptionist

: How long will you stay with us, Sir?

Mr. Sutomo

: I think I will stay for 3 days.

Receptionist

: Yes, the deluxe room will be still available for the next 3 days. Please fill in this
reservation form, Sir.

Mr. Sutomo

: Okay.

(After filling the form)

Mr. Sutomo

: Here you are (giving the form)

Receptionist

: Thank you, Sir. How will you pay for your room?

Mr. Sutomo

: I will pay for it by cash.

Receptionist

: Could I have the payment for the room now, Sir? The total is Rp 450.000

Mr. Sutomo

: Okay, here you are.

Receptionist

: Very well (counting the money). Mr. Sutomo, Your room will be in number 203.
Here is your key. Let our bellboy escort you to your room. Thank you and enjoy
your stay with us.

Mr. Sutomo

: Alright, youre welcome.

Receptionist : What can I do for you sir?

David

: I am interested to book two rooms for this weekend.

Receptionist : Hmm, ok, so you mean that you are going to book the rooms for two nights?
David

: Yes, its for Saturday and Sunday.

Receptionist : Do you want regular or special rooms?

David

: I do not understand, what do you mean about those kind of rooms?

Receptionist : Regular room is such kind of room without the swimming pool in the balcony
and fitness facility, and you will not get a service for the golf court. While, when

you book for the special room, we are going to serve you by those elements that
you do not get in the regular room.
David

: So, if I take for special room, its mean that I have a free access for the
swimming pool, fitness facilities, and the golf. Is it right?

Receptionist : Yes sir, you are right.

David

: What cost those are?

Receptionist : $150 for special room and $100 for regular room.
David

: Ok, thats reasonable and I book two special rooms and for two nights.

Receptionist : Do want to pay it cash or using your credit card?

David

: Credit card.

Receptionist : Ok, I will process it soon. Please give me for a minute sir.
David

: Ok, no problem.

Receptionist
Riska
Receptionist
Riska
Receptionist

: Good evening, what can I for you?

: Good evening, I want to book a room for one night for two people.
: Okay. Wait a minute. Ill check the room availability.
: Ok.
: The room 53 is available. There are two beds and it faces to the north where you
can see the beach.
: Well, thats a nice room. The price must be more expensive.
: Yes, thats right. You have to pay the extra cost as much as 50 dollars.
: Is there any cheaper room?
: Wait a minute, Ill check it back on this computer.
: Ok.
: Room 234 is available. If you book this room, you do not need to pay an
additional bill of 50 dollars. This room overlooks to the south where you can see
the city.
: Okay. I want to book that room for one night.
: Can you fill this form first?

Riska
Receptionist
Riska
Receptionist
Riska
Receptionist

Riska
Receptionist

Riska
Receptionist
Riska
Receptionist
Riska
Receptionist

: Ok.
: Thank you. Do you want to pay cash or use a credit card?
: I want to use a credit card.
: Ok.
: Have all the requirements been completed?
: Yes they have. This is the key and you can use the room right now. Our staff will
accompany you to the room 234.
Riska
: Thank you.
Receptionist : Youre welcome.

TOURIST

: Good morning. Have you any room vacant?

RECEPTIONIST

: Yes, sir. Double or single?

TOURIST

: I want one double.

RECEPTIONIST

: I have a double room on the second floor.

TOURIST

: Oh, but I wanted to have one on the ground floor, or the first floor.

RECEPTIONIST

: Let me see if I can . . . I'm sorry, sir. There's no double room vacant at the
moment either on the ground or on the first floor. But I wonder if' you
could wait till the check-out time. I'll have two vacancies then. Could I
book one of the rooms for you in advance, sir?

TOURIST

: Yes, I don't mind waiting for an hour or so. What's your check-out time?

RECEPTIONIST

: It's 12 noon, and it's already a quarter past eleven. So you'll have to wait
for less than an hour, sir.

TOURIST

: How come? My watch shows ten minutes to eleven! That means there's
more than an hour to go. I'm not going to wait. . .

RECEPTIONIST

: I'm afraid your watch is a little too slow, sir. My watch makes 11.20 now.
I set the time only a few minutes before you came.

TOURIST

: Oh, dear, there's something wrong with my watch. You're right. I'll wait
for some time.

RECEPTIONIST

: Thank you, sir. Would you take a seat, on the sofa over there?

TOURIST

: Oh, but I don't know anything about the facilities you provide here.

RECEPTIONIST

: Don't worry about that, sir. Here's a brochure giving all information
about the hotel. On page ten, you'll find everything about the rooms.

TOURIST

: Thank you, young lady.

Markovic

: I need a room with balcony faced straight the beach

Receptionist

: For how long, sir?

Markovic

: Two days.

Receptionist

: Would you like single room or double room?

Markovic

: A single room

Receptionist

: Could I have your ID card, please?

Markovic

: Sure, here you are.

Receptionist

: Wait a second, please. (after a couple minutes). Ok Mr. Markovic, you

reserve a single room with balcony faced straight the beach for two days.
This is your ID card and this is your key. I will call the bellboy to escort
you.

Markovic

: Thanks

Receptionist

: My pleasure, sir.

CONVERSATION BETWEEN HOTEL RECEPTIONIST AND A GUEST BY

TELEPHONE
Receptionist Thanks for calling Quality Inn. Morine speaking.
:
Caller:

Hello. I'm interested in booking a room for the September long weekend.

Receptionist I'm afraid we're totally booked for that weekend. There's a convention in town
:
and we're the closest hotel to the convention centre.
Caller:

Oh, I didn't realize. Well what about the weekend after that?

Receptionist So... Friday the seventeenth?

:
Caller:

Yes. Friday and Saturday.

Receptionist It looks like we have a few vacancies left. We recommend that you make a
:
reservation, though. It's still considered peak season then.
Caller:

Okay. Do you have any rooms with two double beds? We're a family of four.

Receptionist Yes, all of our rooms have two double beds. The rate for that weekend is $129

dollars a night.

Caller:

That's reasonable. And do you have cots? One of my daughters might be

bringing a friend.

Receptionist We do, but we also charge an extra ten dollars per person for any family with
:
over four people. The cot is free.
Caller:

Okay, but I'm not positive if she is coming. Can we pay when we arrive?

Receptionist Yes, but we do require a fifty dollar credit card deposit to hold the room. You
:
can cancel up to five days in advance and we will refund your deposit.
Caller:

Great, I'll call you right back. I have to find my husband's credit card.

Receptionist Okay. Oh, and just to let you know...our outdoor pool will be closed, but our
:
indoor pool is open.

CONVERSATION BETWEEN GUEST AND BELLBOY

Bellboy

: Very well, Sir. Let me bring your belongings into your room.

Mr. Sutomo

: Okay, thank you.

(The bellboy escorting Mr. and Mrs. Sutomo to their room)

Bellboy

: Here is your room, Sir and Maam.

Mrs. Sutomo : Whoa, the room is quite big! It seems comfortable too.
Mr. Sutomo

: Yes, sir.

Bellboy

: Um excuse me, Sir and Maam, would you like me to explain your room
facilities?

Mrs. Sutomo : Alright, Yes, please.

Bellboy

: Well, you have a plasma television in here. This is the remote control of Air
Conditioner. You can also use the fridge here. This room is also featured with WiFi connection for your internet needs. There is a safety box here that you can use
to put your money or other valuable things you may want to keep. To use this
safety box you can read the manual book here. You also have two big windows
here that will bring your eyes right into the ocean view. In the bathroom, we also
have prepared anything you need. Thats all, if you come across into questions,
you can call us right by using the phone. Anything else you need to know, Sir and
Maam?

Mrs. Sutomo : No, thank you.

Mr. Sutomo

: That would be enough, Thank you.

Bellboy

: Youre welcome and have a nice stay with us.