Hotel Reservation

From the video clip, we know that the cute girl Mandy really needs our help because she doesn’t know how to book a hotel room with foreign customers. In today’s micro-lecture, let’s learn this very practical skill together and use the “ROOM” Principle to help her master this process easily. Let’s get started!

First, let’s take a look at what “ROOM” Principle stands for. R is for Receiving & Greeting. The first O is for Obtaining Details. The second O is for Offering Options, and M is for Making It Confirmed and Impressive. These four steps will make the hotel reservation communication clear and professional.

Now, let’s look at Step 1: Receiving & Greeting When foreign customers call to book a room, we need to be polite and warm. First, we can say “Good morning” or “Good afternoon” or “Good evening” according to different times of the day. Then we can say “Thank you for calling plus hotel name” to show our politeness. After that, we can say: “May I help you”? or “How can I help you”? to offer help. This is the basic and polite opening to start our communication.

Step 2: Obtaining Details

We need to get all the key information clearly. There are five important points: dates, room type, number of guests, special request, and personal information.

First, let’s look at how to ask about dates. We can say, “For which dates, please?” or “Which dates do you need to book the room for?” Another way to ask is, “What date will you be checking in, and how long will you be staying?” This helps us find out both the check-in and check-out dates.

Second, room type. Once we have the dates, we need to find out what kind of room the guest is looking for, which can help us offer the most suitable option. Usually, we can say: “What kind of room would you like?” Or “What type of room do you prefer?” to match the guest with the most suitable room type.

For the number of guests, special request and personal information, we can say “How many people is the reservation for”? “Is there any special request for your booking”? and “May I have your name and phone number for the reservation?” These questions help us gather all the necessary details to complete the reservation.

Step 3: Offering Options

Sometimes the room the customer wants is not available, so we need to use proper sentence structure to show our apologies and provide other choices. The basic sentence structure is: I’m afraid… However… For example, we can say “I’m afraid we are fully booked for what rooms on that date”.

Then we can offer upgrades by saying “However, we do have a deluxe king room available. There is an additional charge of how many dollars per night. Would you be interested in that option?” Of course, in addition to offering upgrades, we can also offer alternatives. We can say “Alternatively, we have a standard double room available at the same rate. Would that work for you?” These expressions can help us solve problems and satisfy customers’ needs.

Step 4: Making It Confirmed & Impressive

After finishing all the booking process, we need to confirm the information and leave a good impression on customers. A good way to do this is to start with confirmation. We can say: Let me confirm your reservation: and then tell the details that are got in the previous 2 steps. After confirming, we can express our thanks by saying: Thank you for choosing plus hotel name. We look forward to welcoming you on the check-in date. At last, don’t forget to send a warm wish. We can say: Have a wonderful day or Have a nice day! This step makes the whole service complete and thoughtful.

Just now, we’ve learned the “ROOM” principle. Let’s do a role-play to see how it works in practice.

Today, we’ve learned the ROOM Principle which includes four key steps: Receiving & Greeting, Obtaining Details, Offering Options, and Making It Confirmed and Impressive. I hope you will keep practicing after class and master these four steps. In this way, you can communicate with foreign customers smoothly when booking hotel rooms.

Thank you for watching!