FRONT OFFICE

RESERVATION
DEPARTMENT
TELEPHONE
ETIQUETTE

OBJECTIVES
At the end of the discussion, the learner will be able to
understand how to ensure consistent standard of
handling calls to give a good impression to hotel guest.

Telephone always plays a significant role in hospitality industry. People

from all round the world call for making booking or asking information
or transferring message to the guest or for various other purposes. If
you are a hotelier then you may have to answer telephone calls.
This happens mostly with front desk staffs. Today we will learn some
most effective telephone answering tips. These are some basic
techniques you should apply while answering any call in hotel or
restaurant.

IT ALWAYS STARTS OUT WITH A SMILE

Let us take a simple test about ourselves
Try to say Good Morning without smiling.
Try to say Good Morning with a smiling face.
What is the tone of your voice?
Does it sounds lively?
What is the difference?
How do you feel?

Profession
al
Telephone
Etiquette

THINGS YOU SHOULD LEARN:

1. You Should Know:
Your system first. You should be able to identify what is
and what is internal call.
How to transfer a call.
Some frequently use telephone code
Country code for outbound calls
How to put your caller in hold
How to use different phrase while talking
How to receive other's call in your phone, etc

exte

THINGS YOU SHO ULD LEARN:

2. You should always have pen or pencil and small note

books to write down message or notes.
3. Answer a telephone call within 3 rings.
4. If you receive an internal call then you should start with a
greeting then your department name then your name then
asks how you can assist him.
For example: Good Evening, Front Desk Department,
Louise speaking, how may I help you?
5. For an external call follow this procedure: Greeting then
your hotel's name, department, your name (nickname) then
ask how you can assist him.
For example: Good Morning, Manila Hotel, Reservation
Office, My name is Louise, How may I help you?

A) DURING CALL:
People easily become friendly and feel happy if
you call him by his name. So, first ensure how
should you address him and then call him by his
name.
While talking for quite a long time shows your caller
that you are eagerly listening to him. So sometimes
making noises like hmm, yes, ok, I
understand can make the conversation
spontaneous. Otherwise in middle of a long
discussing if you keep silent for the whole time your
caller may be confused whether you are listing or
whether you are still on line or not. So, dont make

B) OTHER PEOPLES CALL:

Dont say, you dont, whether the person is
whom the callers looking for. Tell him that
you will call him back after locating him.
If you cant find that person then offer the
caller to receive any message on behalf of
that person.
If you know when the person will be
available then suggest the caller to call him.
Dont share any personal contact address
as long you are not sure enough about the
caller.

Widely Used Phrases:

Let us take a look at some most common widely used phrases and
expressions used while handling calls:
1. Sometimes by hearing the tone you may not identify whether you
caller is male or female. It is better to ask How should I address
you? or May I have your name please?
2. If you need to transfer any call then say Please allow me to transfer
your call to Mr. X. Could you please hold down for a minute? After
that if the caller allows you and says Yes or Ok then transfer the call.
3. If you found the extension is not reachable or dead then say Thanks
for holding. But I am afraid Mr. Y is not available. Would you like to
leave a message for him or call back later?

Widely Used Phrases:

4. If you found the extension is busy then say Thanks for
holding. Mr. Y is busy and still on line. Would you like to
leave a message for him or call back later?
5. While finishing a conversation say Thank you Mr. X for
calling. Have a nice day.
6. Some common phrases are: May I have your name please,
May I have your contact number please, Mr. X please let
me repeat the message..Is that all right?, Mr. X could you
please hold down for a minute?

TAKING A MESSAGE
Always keep pad, pen or pencil to receive any message. When
you take any message try to write down these points of
information in clear handwriting so that you can understand
next time:
Date & Time of the message
Callers name
Reason of Calling
Message he left to deliver
Name of the Guest, caller calls
Guests room number
Callers telephone number, etc.

Good & Bad Practices:

Bad Practices

Just start a conversation with only Hello or

Department Name or Hotels Name

Good Practices

Start with greeting and then follow the procedure we

discussed at the beginning.

Avoid taking responsibility in the way like I am not If you are not the person whom caller need then
working in HR department.
transfer to the appropriate person.
Requesting to hold down as because you dont
find you pen or pad

You should always keep your Pen, pad or

pencil.

Being silent while talking for a long time.

Must make some noises like Hmm, Ok, Yes, I

Understand etc.

Use plain language .

Use some Magic words like Certainly, You are

right, I do understand, Thank you etc

Taking wrong or incomplete message

Pay deep attention while talking

message and then repeat and be sure
you have taken proper message.

Dont take follow up

While transferring any call or message

be careful to take follow ups.

Give personal information about

guest

You cant share guest information or

room number to any unknown person.
You should only transfer a call or take
message on behalf of him

AVO I D V E R B A L B A R R I E R S T O C O M M U N I C ATI O N
NOT THIS

BUT THIS

Are you indifferent?

Do you mind waiting while I check that for you?
Hold on...
Youll have to check with
Mr. X is handling that matter.
Mr. X.
May I have him get in touch with you?
Are you arbitrary?
You have to....
You need to...

Will you please ask Mr. Jones

to call Mr. B?

Are you tactless?

Whos calling?
What is your name?

May I tell her whos calling, please?

May I ask your name?

Are you casting reflections?

I dont know where he is.
He hasnt come in yet.
Hes still out to lunch.

Mr. X isnt in the office just

now.
May I have him call you later?

TIPS FOR TELEPHONE ETIQUETTE

Avoid forbidden phrases:
I dont know.
I/we cant do that.
Youll have to. / You need to.
Just a second.
No.

16 WORDS AND PHRASES THAT KEEP A CALLER

IN GOOD MOOD

Hello!
I'm sorry to keep you waiting.
Good morning!
Thank you for waiting.
Please.
It was nice talking with you.
Thank you.
Is there anything else I can do for you?
I'm very sorry.
Thank you for coming in (or calling
Excuse me.
It's been a pleasure to serve you.
You're welcome.
I'd be happy to do that for you.
May I help you?
We appreciate your business.

16

DOS:
Answer the telephone promptly within 3 rings.
Make the caller know your work area, your name and offer
appropriate greeting. If it is an inbound call then just mention your
department and if it is outbound call then mention name of the hotel
with your identity.
Always have pen and paper on hand, specially front desk personnel
should always be ready to keep records.
Listen carefully. Pay close attention to details being expressed by the
caller.
Make the caller feel that they have your undivided attention. Make an
occasional acknowledgment of what he/she says. Mention the name
of the caller, once established.
If you have to ask the caller to hold on, explain why. Wait for the
callers agreement before actually putting him/her on hold.

DOS:
If you have to transfer the call, explain why and make sure that the caller
is properly introduced to the next party. If the purpose of the call has
been said already, repeat the same to the next party.
If you say you will call back, do so as soon as possible. Give him some
sorts of idea that how long he or she need to wait.
Sometimes you may not understand whether the caller is a man or lady.
To be on the safe side politely ask his or her name or you can say "how
should I address you"?
Repeat back any details and follow up in writing (if necessary).
Close conversation politely. Always say thank you for calling.
Lets caller hang up first.
Try to satisfy your guest with proper information. If you don't know detail
then transfer the call to the right person. Never give wrong information.

DONTS:

Let the telephone ring more than 3 times.

Answer the phone with merely hello or yes.
Ask the caller to hold on while you scramble for pen and paper.
Rely on your memory instead of writing what the caller says. Asking
the caller to repeat the details is annoying and does not leave a good
impression.
Say hold on and leave the caller wondering if he/she is still being
attended
Say Ill transfer your call without saying to whom and why.
Say you will call back when you have no intention to.
Say you cannot help and not offer to connect the caller to someone
who can.
Say he hasnt come in yet, she hasnt come back from lunch yet
or he is in the toilet.

DONTS:
People do not want to know the reason and are given the wrong
impression by such answers.
Hang up without trying to close the conversation.
Hang up without thanking the caller for calling.
Put your least intelligent, least coherent or panicky staff in charge of
the phone.
Keep talking to another person while answering phone.
Eating something while answering phone.

GLOBALLY USED COMMON TELEPHONIC

SPELLING CODES:
A
B
C
D
E
F
G
H
I
J
K
L
M

for
for
for
for
for
for
for
for
for
for
for
for

for Alpha
Beta/Bravo
Charlie
Delta
Echo
Foxtrot
Golf
Hotel
India
Juliet
Kilo
Lima
Mike

N
for November
O for Oscar
P for Papa
Q for Quebec
R for Romeo
S for Sierra
T for Tango
U for Uniform
V for Victor
W for Whisky
X for X-ray
Y for Yankee
Z for Zulu

How to
Take
Reservati
on on

How to Take Reservation on Phone

Telephone plays an important role in times of reservation on phone.
Perfect telephone handling ensures efficiency of the reservation agent
which at the same time upholds hotels
standard.
All the time you should follow proper telephone manner. These are some
basic tips you should follow while you are taking reservation on phone.

How to Take Reservation

1. Pick up the phone before 3 rings.
on Phone

2. Greet the caller according to the time. Try to keep very fresh, clear and friendly
voice tone so that guest from other side of the phone may feel comfortable.
Remember First Impression is the Last Impression.
3. Try to identify caller gender by his or her sound. Listen to the name properly.
Repeat the name with Mr. or Ms. Caller may be hurt if you by mistake call him
wrongly.
4. Try to understand why the caller calls. In a hotel people call not only for making
reservation but also for getting information, arranging party, sending message to
a guest or making business deal etc. So, first listen carefully to identify what
sorts of assistance the caller wants from you.
5. If the caller calls for room reservation and if he is not a repeated guest then you
should try to give a short overview on your hotel including hotels feature and
amenities, specialty, special offer you are offering etc.

How to Take Reservation

6. In the meantime, look at the room status or reservation chart. It will be so bad if
on
Phone
after informing
everything, guest becomes convinced and wants to have a room
booked but you dont find any room to sell as all are occupied. So, always be
updated specially about room status.
7. If callers requested date indicates SOLD OUT which means you are unable to
sell the room for that specific date, then very politely say sorry to the guest and
let him know why you are unable to sell the room.
8. If the requested date indicates WAIT-LISTED then politely inform the guest
about the situation and inform him that reservation on that day is wait-listed for
that reason you are taking his reservation but not giving full guarantee and
request him to check again closer to that requested date.
9. After giving an overview of you hotel, now try to identify what sorts of room the
caller wants and try to offer him some options so that he can decide from his own
or if he needs then assist him.

TAKING HOTEL RESERVATION

(STEP-BY STEP SCENARIO)
This is the standard procedure in taking hotel reservation
but this is not merely applicable to all hotels for they
have their own set of standards. Proper training will be
provided to you by the hotel and it is important that you
are capable of learning and adapting veru quickly.
As long as you know the proper telephone etiquette,
everything will be allright!!!

PHONE IS RINGING
It is important that you are able to answer the phone within 3 rings.
Or else, that will be a cause of bad impression to your hotel and of
course, one call that you missed will be a loss of sales and profit

PROPER GREETINGS
Greet the guest

The name of the hotel

The name of the department
Your name (nickname will be the best shot)
Ask how may you assist the guest.
Example: Goodmorning, Diamond Hotel Reservations Office,
This is Maria. How may I help you today?

GUEST INQUIRY

The guest might introduce his/herself so it is important that

you remember it quickly so that you can address him/her by
name. The guest will be asking if his/her preferred room is
available on the date of his arrival in your hotel.
Example: Hi this is Jones from New York. I would like to ask if
your standard room is available by September 20 for five days?

HOW WOULD YOU HANDLE THAT QUESTION?

First of all, you should check the availability of the room before saying yes or no
to the guest. But in order to do that, you have to put the guest on hold for a while

HOW TO PUT THE GUEST ON HOLD?

Ask permission first to the guest and state the reason why you will be putting him/her on hold
Example: Ok sir, let me check first if the standard room is available on that day. May I put you
on hold for a moment?
The guest will then say OK

AFTER CHECKING THE ROOM STATUS/AVAILABILITY

While you are checking the room, ofcourse the guest is waiting
for you. It is important that you thank the guest first for his
patience of waiting before telling him/her is the room is
available or not.

IF THE ROOM IS AVAILABLE

Tell the guest how gladly and happy you are that his/her preffered
room is available
Example: Thank you Mr. Jones for waiting. I am glad to tell you that
there is an available standard room by September 20 up to the
25th.

IF THE ROOM IS NOT AVAILABLE

If you will not be able to provide what the guest wants, remember
that your sentence should always start with APOLOGY
Example: Thank you Mr. Jones for waiting. I do apologize Mr. Jones but
the we there are no available standard room by september 20.

HOW TO HANDLE IF THE ROOM IS NOT AVAILABLE

You can either do four (4) solutions for this issue:
Suggest other rooms to the guest (If not fully booked and other type of room is
available)
Example: Mr. Jones, we have an available deluxe room on that day. I think youd like
it.
Suggest if the date can be moved (If the other day have expected check-outs)
Example: Would you mind if you can reserve a room by the next day at 21st? There
will be a lot of expected checkouts by that day.
Suggest to the guest is he/she is willing to be included in the waitlisted guest.
Example: Mr. Jones, If its allright with you, we can put your name in our waitlisting
guest and we will contact you immediately as soon as there is an available room on
that day? Thank you
Offer an assistance to the guest to other hotels (Probably by chain hotels)
Example: Would you mind if we can assist you to other hotels Mr. Jones?

GUEST INQUIRIES ABOUT THE HOTEL

The guest will be having a lot of inquiries regarding the hotel
features. These are the most commonly asked questions:
Hotel Facilities
Hotel Amenities
Hotel Services
Room Features
Room Rate
Nearest Tourist Attractions
You should be able to handle and respond to inquiry regarding rates
and other product features
You should be able to educate the guest about the room facilities of
the room of his/her choice
You should be able to educate the guest about the hotel facilities

GUEST HISTORY FILE

This will be seen in
your PMS. If the
guest is a
repeating guest,
you may want to
open his records so
that you can be
able to know the
previous
transactions that
guest has made
before. If not, you
have to create a
new guest record
for future
documentation

IF THE GUEST IS NEW TO YOUR HOTEL

If the guest is new to your hotel, you may want to ask him
some of his personal details. Is should always start with May I
Have? May I Know Can I Have. If you are not sure how to
spell the guests details especially his/her name, you might
want to ask it by this: I am sorry Mr. Jones but could you spell
out your last name for me

PERSONAL DETAILS THAT YOU NEED TO ASK FROM THE GUEST

Complete Name
Company Name
Position in the Company
Age
City Address
Postal/Zip Code
Contact Number
E-mail Address
Date of Birth
Nationality
Passport Number
Legal IDs
Credit Card Type and Number

GUEST INQUIRIES ABOUT THE HOTEL

The guest will be having a lot of inquiries regarding the hotel
features. These are the most commonly asked questions:
Hotel Facilities
Hotel Amenities
Hotel Services
Room Rate
Nearest Tourist Attractions

GUEST HISTORY FILE

This will be seen in your PMS. If the guest is a repeating guest, you
may want to open his records so that you can be able to know the
previous transactions that guest has made before. If not, you have
to create a new guest record for future documentation

PROCEED WITH THE RESERVATION DETAILS INQUIRIES

These are the information that you need to gain from the guest when
processing a reservation in your PMS or manual reservation form.
Room Type (Deluxe, Standard, Family, Suite, Presidential, VIP)
Number of Rooms
Date and Time of Arrival (Time of Arrival should not exceed by 6PM)
Date and Time of Departure (Standard Departure Time is 12NN)
Number of Pax (How many are you in the party Mr. Jones)
Group Type (If included in a group)
Special Room Requirements (Smoking, Non-smoking, Connecting Rooms,
nearby the elevator, extra bed, bed size, etc)
Special Requirements Upon Arrival (Wheelchair on the entrance or baby
crib, table reservation in a restaurant, boquet of flowers, carpet walkway)
Guaranteed / Non-Guaranteed (Advance payment for guaranteed) (no
advance payment but the room will be given to waitlisted guest if Mr. Jones
will be arriving late at 6PM)

GUARANTEED OR NON-GUARANTEED?
Guaranteed reservation: the hotel assures the guest
that the required rooms shall be blocked after
confirmation. Under this, the hotel agrees to hold a room
for a specific time of reservation following the scheduled
day of arrival. Usually the guaranteed reservation, the
advance deposit is sent through the various modes of
payments for the anticipated charges for which the
booking of the room has been requested. Thus the room
revenue is secured even in the case of no show.
Non- guaranteed reservation: is a provisional
reservation. In this reservation, neither there is any legal
process of confirming the room nor is any payment for
the advance deposit made. When the reservation is

IF THE GUEST WANTS HIS RESERVATION TO BE NONGUARANTEED BUT THE ARRIVAL TIME IS EXCEEDING
6PM CANCELLATION HOUR?
If the guest will be arriving at the hotel after 6PM (6PM Hotel
Policy), it is important that the reservation should be
guaranteed. Otherwise, if its is non-guaranteed, the reserved
room will be given to waitlisted guest. Explain to the guest
about the hotel 6PM policy.
Example: Mr. Jones, since you will be arriving at 10PM in our
hotel, may I suggest you to guarantee your reservation? Its
because out hotel have a 6PM cancellation time policy, wherein
if you will not be able to make it before 6PM and you did not
guarantee the reservation, your reserved room will be given to
our waiting guest. Guaranteed reservation will assure you that
your reserved room will be hold up until 6PM cancellation time.

OTHER TYPES OF ADVANCE PAYMENT

ADVANCE DEPOSIT An advance deposit guaranteed reservation requires that the

guest pay the hotel the anticipated amount of money before arrival. Advance deposit
is partially large enough to cover one or two nights' room charge. This type of
reservation is more common in resorts and less in city hotels.
PRE-PAYMENT This requires full payment prior to the guest arrival. This is normally
the most desirable form of guaranteed reservation. This type of reservation is rarely
used while booking rooms in any hotel industries.
CREDIT CARD Guaranteeing reservations through credit card are most popular
method of payment in the business hotel. It is a form of guaranteed reservation and is
customary in commercial hotels. Depending on the financial status and money n bank,
the credit card is issued to the buyers/ clients.
TRAVEL AGENTS Guest pays the travel agents in advance for their tour package
and the travel agent guarantees the client's reservation. In lieu, the agent provides the
voucher to the guests indicating the required services that are required to be offered
by the hotel. In case of no show, the hotel generally bills travel agencies for payment,
and according to the agreement the travel agent must make the payment to the hotel.
COOPERATE This is the contractual agreement between corporation/ companies and
hotel which state that the corporation will accept financial responsibility for any no
show guest. Such contracts are often popular in business hotels and down town hotels.

WHAT IF THE GUEST WANT TO USE CREDIT CARD?

Mode of payment (Cash, credit card, company charge)

Credit Card: (It will be asked from the guest if the reservation is
guaranteed.)
Credit Card Type (Visa, BDO, Master Card, American Express)
Expiration Date (You cant charge the guest with an expired credit
card)
Credit Card Number

ASK THE GUEST IF HE/SHE WANTS A CAR PICK-UP

Having a car hire to pick-up a guest on the airport or whatever location the
guest will come from, it requires an additional payment. And a car hire should
have atleast three (3) guest that will be riding together to the hotel unless
the guest demands to be alone. If the guest will be coming from the airport,
you have to ask for the name of the airport, time of arrival at the airport and
the flight number.
Example: Mr. Jones, would you like to have a car services to pick you up from
your location? It will only have an additional payment and you will be riding
with 3 other guest. Will that be all right with you?

CONFIRMING OF RESERVATION
Reservation confirmation is an acknowledgement given by the
hotel to the guest for their room request and also the personal
details given at the time of booking.
Complete, explain and confirm reservation details of customer
bookings. Its purpose is to check of the information gained from
the guest is correct.
Details to Confirm: (See the reservation details inquiries)
Example: May I repeat the details of your reservation details Mr.
Jones? You are reserved in a family room starting from September
20 to 25 and requested for a non-smoking area and the room is
requested to be near the elevator. You also requested for a table
of 6 in our French buffet restaurant and a wheelchair waiting
at the hotel entrance. You will be arriving at the hotel at 10PM that
is why you decided to guarantee your reservation using your Visa
Credit card with the number 456789123 and is expiring by

PROVIDE THE GUEST WITH A COMFIRMATION LETTER

AND NUMBER
Confirmation number is a Codeassignedto identify,record, and trace
a confirmed booking.
A written confirmation states the intent of both parties and confirms
important points of agreement like name, arrival departure date, number
of guest staying, room rate, type of room booked, number of rooms, pick
up details, details of deposit made, package details etc.
Letter of confirmation will serve as your proof that you have a
reservation and any monies paid in case upon arrival you find the
reservation has been lost.
It will be sent to the guest through his email address.
Example: Mr. Jones, I will now provide you your confirmation number, its
13567, please kindly write it down. We will be sending you a letter of
confirmation in your email. Kindly print it out and present it at the Front
Desk upon arrival. Thank you

ASK FOR ADDITIONAL ASSISTANCE

Asking for further concerns will makes the guest feel that he/she
is very important to you. And also its purpose is to confirm that
there is no information left and everything is settled.
Example: Is there anything else that I can do for you Mr. Jones?

BIDDING GOODBYE
Thank the guest for choosing your hotel. Tell them that you will be
waiting for his arrival.
Example: Thank you for calling Diamond Hotel Mr. Jones. See you
on September 20. Have a nice day and take care

SCENARIO CASE (ACTIVITY)

Below is a conversation between Mr. Wright and the Reservation

office named Maria. The name of the hotel is Diamond Hotel.
Kindly write down the details of their conversation in blank
reservation
form good
provided.
Maria
Hello,
morning, this is from Diamond
hotel, Reservation Office, Maria speaking, how
may I assist you?
Mr.Wrigh Oh hi Maria, I would like to ask if you do have an
t
available family room for the 15th of September up
until the 20th.?
Maria
Just one moment sir, let me check the availability of
the rooms for that day.
Mr.Wrigh Ok
t
Maria
Thank you for waiting sir but I would to apologize
because we fully booked at the 15th of September.
Would you mind if you can reserve a room by the

Mr.Wrigh That will be fine with me. In fact I just want to

t
spend an outing with my family, so any day will be
fine with me. By the way, how much your family
room will cost?
Maria
It will cost 15,000 pesos per night inclusive of tax and
service charge sir and breakfast will be covered. By the
way sir, have you stayed in our hotel before?
Mr.Wrigh Yes, I actually stayed there last month with my business
t
partners, and I really like the service at your hotel. Thats
why I have decided to come back there
Maria
Oh I see, thats perfect. May I know your complete name
sir?
Mr.Wrigh Certainly, Its James Wright
t
Maria
Im sorry Mr. Wright but could you spell out your last name
for me?
Mr.Wrigh Of course its W-R-I-G-H-T.
t

Maria

Thank you again for waiting Mr. Wright. It seems

I have here your details.
Mr.Wrigh Oh thats perfect.
t

Maria
Mr.Wrig
ht
Maria
Mr.Wrig
ht
Maria
Mr.Wrig
ht
Maria
Mr.Wrig
ht

Mr. Wright, Ill just confirm that you will be

staying in a family room by 16th of September
until the 20th is that correct?
Ummm, make it up until the 21st. My company is
actually the one to answer my bills as a reward for being
a good employee in the company. And they will be
answering 5 days of tour with my family.
So it will be September 16-21?
Yes that correct. We will be arriving at your hotel at 10 in
the evening.
Well then, how many are you in the party Mr. Wright?
It will be me with my wife 3 kids and my mother which
is already a senior citizen.
Oh I see then. Would you like to stay in a smoking or
non-smoking area?
Make it a non-smoking please. And also may I request
that our room will be near the elevator? I dont want my
mom to walk that long from the room.

Maria

Certainly Mr. Wright. Is there any special request

upon you arrival?
Mr.Wrigh Yes I do. Could you please reserve a table at your French
t
restaurant for a table of 6? We must be hungry as soon
as we arrive there at your hotel. And please do provide
a wheelchair upon the entrance. My mom cant walk
that long.
Maria
Certainly, we will provide those. Since you will be
arriving after 6PM in our hotel, may I suggest you to
guarantee your reservation using your credit card? This
will assure that your reserved room will be hold up until
6PM cancellation time.
Mr.Wrigh Umm, what if I will not guarantee it, what will happen
t
then?
Maria
Im afraid we have a 6PM policy wherein if you will not
be able to make it before 6PM and you did not
guarantee the reservation, your reserved room will be

Maria

Thats great. May I know what type of credit card

you will be using?
Mr.Wrigh Its my Visa Card with the number of 456789123 and
t
the expiration date will be by 2020 of December.
Maria
Thank you for those information. May I know if you will
be requiring a car rental services to pick you up at the
airport?
Mr.Wrigh Oh sure I would like that
t
Maria
Ok. May I know that time of your arrival at the airport
and the flight number please?
Mr.Wrigh Certainly its 9PM at NAIA terminal 1 with the flight
t
number of NY456
Maria
Thats great. Now may I repeat the details of your
reservation details Mr. Wright?
Mr.Wrigh Ok
t

Maria

Ok. You are reserved in a family room starting

from September 16 to 20 and requested for a
non-smoking area and the room is requested to
be near the elevator for the convenience of your
mother. You also requested for a table of 6 in our
French buffet restaurant and a wheelchair
waiting at the hotel entrance. You will be arriving
at the hotel at 10PM that is why you decided to
guarantee your reservation using your Visa
Credit card with the number 456789123 and is
expiring by December 2020. You required us to
pick you up at the airport at 9PM with the flight
number of NY456. Did I get it right Mr. Wright?
Mr.Wright Thats correct
Maria
Thats great. Mr. Wright your confirmation number is
12345698 and we will be sending you a letter of
confirmation in your email. Kindly print it out and
present it at the Front Desk upon arrival.

Maria

Ok is there any additional assistance I

can do for you?
Mr.Wrigh No thats all thank you.
t
Maria
Great, see you then on 16th of September.
Thank you for calling Diamond hotel. Have a
nice day
Mr.Wrigh Thank you. Bye-bye
t

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