The Reservation Procedure

THE RESERVATION PROCEDURE (via walk-in / TESDA)
EXAMPLE:
Sales Agent: "Good morning! Welcome to Bellevue Hotel, I’m Anna. How can I help you?"
Guest: "I would like to make an inquiry and a possible reservation.
Sales Agent: "Certainly Sir!
Guest: I’m Alfie D. Mahumot. Can u give me a best room rate for 2 Adult and 2 Kids on July 14-16, 2017?
Sales Agent: Let me check on the availability of the room on those dates Sir.
Guest: Okay.
Sales Agent: Mr. Mahumot the room available on that day is Garden view with the rate of
Php1000/night good for 2A and 2K Kids ages 0-7y/o. Because kids ages 8y/o and above is counted as 1
PAX. It has inclusion of breakfast per adult Sir.
Guest: Okay. I’ll be staying for 2nights/3days. And my kids ages 5 &7 y/o.
Sales Agent: Copy that Sir. How about transportation services Sir?
Guest: Ahmm. No Thanks for the offer.
Sales Agent: (Upselling) Sir, we also have island tour packages worth P1,000/person, it includes a tour to
the islands of balicasag and virgin island sir, would you like to avail it sir during your stay?
Guest: Sure, I would like to avail that, just remind me during my stay.
Sales Agent: Okay Sir, may I ask your address, contact number and email add sir?
Guest: Just write there Manila, my tel number is 501-4658, and my email add is [email protected]
Sales Agent: Noted Sir. And Sir as part of our reservation policy, to guarantee your reservation, you need
to pay at least 50% of your total room charge which is P2,000 good for 2 nights, you can pay it in cash or
credit card sir.
Guest: I’ll pay it in full and cash.
Sales Agent: Okay Sir, I received P2,000 as payment for your room. (Issue a receipt to the guest.)
Sales Agent: Let me repeat the details of your reservation sir, you’re Mr. Alfie Mahumot, (ALPHA-LIMA
FOXTROT-INDIA-ECHO spell out) you’re availing a Garden view room for 3 days and 2 nights on July 14-
16, 2017. Is all correct sir?
Guest: Yes, that’s right.
Sales Agent: Okay sir, kindly wait for a moment for I’m printing your reservation form. (After print, sign it
first before presenting it to the guest)
Sales Agent: Sir, I would just like to inform you that upon signing this voucher you will permit the
information stated in this form to be used in marketing activities of the hotel, and also I would like to
remind you about our cancellation policy sir that in the event you will cancel your reservation, it should
be 7 days prior to the reserved date and only 50% of it will be refunded.
Guest: Okay got it, (let him sign the form, then fold it in 3 folds put in the envelope and give it to the
guest)
Sales Agent: Thank you for choosing Bellevue Hotel sir! We look forward to your wonderful stay here
soon! Enjoy the rest of your day! Thank you!
POINTS TO REMEMBER IN RESERVATION PROCESS:
 Always smile while greeting the guest, create your own types of room and their
 prices, and try to upsell the rooms!
 Fill up the reservation form, type the info given by the guest, check the spelling
 using telephone alphabet.
 Issue receipt to the guest if they pay in cash, you should suggest other products
 like tours to make charges, and do not forget to record the additional charges made
 by the guest like transpo, tours, etc.
 Make small talks while typing, or printing the forms to keep the guest busy, then
 print the form and sign it first before presenting to the guest.
 Mention policy no. 6 & 7 or the cancellation policy, and then make the guest sign
 the form.
 Fold the form in 3 folds, put in an envelope and give it to the guest.

HOTEL RESERVATION SCRIPT: RESERVATION AGENT = RA, RESERVATION CLERK=RC, GUEST=G
RA: Hello Good Morning this is janis from Yesha Hotel in duero, bohol, what can I do
for you?
G: Hello Good Morning janis, I would like to reserve a room please.
RA: Certainly ma’am, May I first know your name ma’am and where you are calling
from?
G: Oh sure, the name Faith, I am calling from Tagbilaran city.
RA: Okay great ma’am Faith, for how many people would you like to reserve a room
ma’am? And what kind of room would it be?
G: Oh, I would like to reserve a room for me and my husband, a double room would be
great.
RA: Understood ma’am, when will you want to reserve that double room ma’am? And
until when ma’am?
G: I would like to reserve it on the 5 th of December, Monday until Friday, December 9 th.
Would it be fine?
RA: Certainly ma’am, would you like your room to have the gorgeous city view?
G: Oh yes! Yes please! me and my husband would love that miss!
RA: Very well to hear that ma’am! then there will be a reserved double room for you
on the 5th until 9th . That would be twenty-six thousand pesos ma’am including tax, for
a five day stay in a room with queen-size bed, Wi-Fi, Television, mini refrigerator, hair
dryer, bathtub, shower and free breakfast. Would that be okay?
G: Sounds reasonable to me miss, I’ll get that.
RA: Copy that maam. How about transportation services maam?
G: Ahmm. No Thanks for the offer.
RA: Ma’am Iya, I would like to inform you that reservations made over the phone, we
ask the customers to pay in advance for at least one night and the rest can be settled
after the end of the stay.
G: Oh yes miss, no problem.
RA: Thank you ma’am, May I have your full name please? And may I know what mode
of payment would you like ma’am?
G: It’s Faith Junio, F-A-I-T-H –J-U-N-I-O. I will be paying through credit card.
RA: Thank you ma’am Faith Junio, then may I have your email address, credit card
number and its expiry date?
G: Sure! My email would be [email protected] small letters all while my credit card
number is 956-8-17588. The expiry date would be on June 2023.
RA: copy that. 956-8-17588 and the expiry date is June 2023, are these correct ma’am
Faith?
G: Yes, they are.
RA: okay maam ,Let me repeat the details of your reservation maam you’re Mrs. Faith
Junio, (FOXTROT- ALPHA- INDIA-TANGO-HOTEL spell out) you reserved a double
room for you and your husband on the 5th until 9th of December, is that correct
maam?
G: Yes exactly,
RA: I will be sending the instructions on your email address ma’am on how to pay in
advance, I’ll also update you there, ma’am Faith of the updates from our transaction.
Is there anything that I could be a help? Thank you very much for your patience and
for the information’s ma’am. If you need to cancel your reservation, please let us know
24 hours in advance. Again, this is janis and thank you for choosing Yesha Hotel in
Duero! Have a good day! Thank you and Good bye ma’am Faith.

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THE RESERVATION PROCEDURE (via walk-in / TESDA)

Guest: "I would like to make an inquiry and a possible reservation.

Sales Agent: "Certainly Sir!

Guest: Ahmm. No Thanks for the offer.

Guest: I’ll pay it in full and cash.

Guest: Yes, that’s right.

G: Ahmm. No Thanks for the offer.

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