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HOSPITALITY IN ENGLISH CONVERSATION
Front Office Operation
Handling the Reservation Conversation in English

Table of Contents
❑ Introduction To Tourism And Hospitality
❑ Hotel
❑ Service
❑ Hospitality
❑ Hotel Organization Chart
❑ Main Departments
❑ Communication In English Conversation & Phrases
❑ Facilities and Services
❑ Adjective for Describing a Hotel
❑ Adjective for Describing Hotel Staff
❑ Reservations
HOSPITALITY IN ENGLISH CONVERSATION
Front Office Operation

INTRODUCTION TO TOURISM AND HOSPITALITY
INDUSTRY

HOTEL
What is the hotel?
Hotel is an establishment, held out by a proprietor offering food and
beverages, accommodation, safety, and security to any traveler who is
able and willing to pay a reasonable sum of money and who is in a fit
state to be received.

S = Smile for everyone
E = Excellent in everything we do
R = Reaching out to every guest with hospitality
V = Viewing every guest with special
I = Inviting guest to return again
C = Creating a warm atmosphere
E = Eye contact that shows we care
SERVICE

Hospitality
H - Have service mind
O - Offer to help even it is not your job
S - Smile
P - Provide a warm & friendly welcome
I - Initiate conversation, speaking first
T - Try never to say no – offer alternatives
A - Acknowledge the guest
L - Look calm – keep your charm
I - Immediately
T - Thank the guest
Y - You are always courtesy

Main Departments
Hotel Organization Chart
& Job Type

Main Departments
• Front Office (Room Selling Department)
• Housekeeping (Room Production
Department)
• Restaurant &Bar (F& B Service
Department)
• Kitchen (F&B Production Department)

• Effectively provide potential hotel guests with information during inquiries using English language
phrases.
• Make a hotel reservation for guests utilizing the correct English vocabulary and terminology.
• Check guests in and out of hotels in the correct sequence.
• Understand and utilize the correct English language words and phrases for check-in
and check-out.
• Resolve customer complaints with helpful and non-offensive English language phrases.
CMMUNICATION IN ENGLISH CONVERSATION & PHRASES

Facilities and Services
The number of stars a hotel has depends on the number and quality of its facilities and
service. Below is a list of the most important hotel facilities.
• Television
• Room Service
• Gym
• Conference Room
• Swimming Pool
• Bar
• Telephone
• Internet Access
• Mini-bar
• Safe

Adjective for Describing a Hotel

Adjective for Describing Hotel Staff

Reservations
Step 1: Greeting the Customer
▪ Before a customer makes a reservation, they should be greeted by hotel staff.
▪ If a customer is making a reservation over the phone, you should greet them using the following
structure:
Good morning/afternoon/evening + name of hotel + “(your name) speaking”. How can I help you?
Example:
◙ Good Afternoon, Central Hotel, Laura speaking. How can I help you?
Over the phone:

In person
-If a customer is reserving the room in person there is no need to introduce yourself and/or state, the name of
the hotel. In this case, you should greet them using the structure below:
-Following the greeting, the customer will inform you that he/she would like to book a room. The most
common ways if doing this are as follows:
► Hello, I'd like to book/reserve a room.
► Hello, I'd like to make a reservation.
► Do you have any rooms available?
Reservations

Reservations
Step 2: Specifying Dates
▪ Next, receptionists must find out what dates the customer would like to make a reservation for. This can be done
using the sentences below:
➢ For which date would you like to book?
- August 18th.
➢ How many nights would you like to stay?
- For three nights.

Reservations
Step 3: Checking Availability
Once a customer has stated their preferred dates, receptionists must check to see if
the dates are available. If rooms are not available on the customer's preferred dates,
use the following sentence:
◙ I'm sorry, we have no vacancies on those dates. Would you like me to check
availability on another date?
If rooms are available on the customer's preferred dates, use the following sentence:
◙ We have availability on that date.

Step 4: Specifying Room Type
Reservations
-Once the dates and number of guests are confirmed, receptionists must determine the type of room the
customer would like to reserve.
◙ What type of room would you like sir/madam?
Single Room: A room with a single bed for one person.
Double Room: A room with a double bed for one or two peoples.
Twin Room: A room with two double beds.
Family Room: A room with beds for two adults and 2-3 children.
Suite: A luxury room with extra living space.

Step 5: State Cost
At this stage, you should state the cost of the room per night and the total cost for the stay.
◙ The room costs €100 per night. For three nights that's a total of €300.
Step 6: Obtain the Customer's Name
Once you have obtained the main reservation details, you must take the customer's name.
◙ Could I take your name please sir/madam?
► My name is John Smith.
Reservations

Step 7: Confirm the Reservation Details
Finally, you should ask the customer to confirm the details
of the reservation.
◙ Just to confirm, you would like to reserve a double room
for two people on August 18th for three nights under the
name John Smith?
► Yes, thank you.
Reservations

The steps involved in taking a hotel reservation are:
• Step 1: Greeting the Customer,
• Step 2: Specifying Dates,
• Step 3: Checking Availability,
• Step 4: Specifying Room Type,
• Step 5: State Cost,
• Step 6: Obtain the Customer's Name,
• Step 7: Confirm the Reservation Details.
Key Points

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