Room Reservations


Reservationist (R) Customer (C)



A Long Distance Call Reservation

        R: Hilton Hotel. Reservation Desk. Can I help you?
        C: I'm calling from New York. I'd like to reserve a room in your hotel.
        R: What kind of room would you like, sir?  We have single rooms, double rooms, suites and deluxe suites in Japanese, British, Roman, French and presidential styles.
        C: A British suite, please.
        R: Would you like breakfast?
        C: No, thanks.
        R: Can you give me your name, please, sir?
        C: Henry Bellow. B-E-L-L-O-W.
        R: Thank you, Mr. Bellow. And your arrival and departure dates?
        C: From May 26th to Mary 29th.
        R: Very much, Mr. Bellow. A British suite without breakfast from May 26h to May 29th. Am I correct, Mr. Bellow?
        C: Yes, thank you. One more thing, could you tell me how to guarantee my reservation?
        R: I'll just need your credit card number, and I'll take care of the rest.
        C: AE card. No. 1734,4018,2273,1868.
        R: Thank you, Mr. Bellow. You'll be expected to be here then.
        C: That's fine. Thank you, madam. Good-bye.
        R: Good-bye.



A Group Reservation

        R: Reservations. May I help you?
        C: Yes. The American People-to-People Education Delegation will be visiting Shanghai at the end of this month. I'd like to reserve 10 double rooms with twin beds for five days.
        R: For which dates?
        C: For May 23rd, 24th, … and 27th.
        R: One moment please, sir.(The reservationist checks the list.) Yes, we can confirm 10 rooms for five days.
        C: Thank you. Is there a special rate for a group reservation?
        R: Yes, there is a 10 per cent discount.
        C: That's fine.
        R: By the way, how will they be getting to Shanghai? Will they be coming by air?
        C: Yes.
        R: Could you give me the flight number, please, in case the plane's late?
        C: Oh, sorry. I don't know the flight number, but I'll let you know by phone tomorrow.
        R: Thank you, sir.
        C: Oh, yes. According to the program, they'll have a meeting on the 25th. Have you got a big conference hall?
        R: Yes, sir, we have a very nice multi-function hall, but you'll have to speak to the sales manager about that. Please hold on a moment and I'll se if I can put you through.



A Face-to-Face Reservation

        R: Can I help you, sir?
        C: I'd like to book a single room with shower for Mr. George Smith. He plans to arrive on the 20th of this month.
        R: How long will he be staying?
        C: I don't know, but it could be anything from seven to ten days.
        R: Then we can only confirm a room from the 20th to the 27th. I'm afraid we won't be able to guarantee him a room after the 27th. We usually have high occupancies in the peak seasons.
        C: What if there isn't any room then?
        R: Don't worry, sir. We can either put him on a waiting list or find him a room in a nearby hotel.
        C: I see. One more thing, Mr. Smith is handicapped. Do you have facilities for the handicapped?
        R: Yes, sir. We have special bedrooms which all have a wide door into the bathroom with appropriate washing and toilet facilities. Besides, there're no steps between the street and the entrance to the hotel. There is a special lift from the car park to the 1st floor, and lifts are all wide enough to take a wheelchair.
        C: Fine. How much do you charge for a single room for the handicapped?
        R: For one night, the hotel cost would be 200 yuan. How will he be paying, sir?
        C: His company will cover all the expenses. We'll send you a check right away.
        R: Thank you, sir.
        C: Thank you. Good-bye.