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Handling Reservations

HANDLING RESERVATIONS

THE FRONT DESK The front desk is almost always located in the lobby of the hotel near the main entrance. The employees who work at the front desk have personal or telephone contact with the guests. The size and type of hotel determines the work undertaken in reception. In a small hotel there are one or two people each handling different functions, but in a large hotel each employee has a well defined job. The reception of a large hotel is one of the different sections of a larger front office structure which is organized around the needs of the guest. Here is a diagram of the departments of the front office organization or rooms division:

Large hotels operate 24 hours a day all year round. Day staff operate either the early shift (8 a.m. to 4 p.m.) or the late one (3 p.m. to 11 p.m.). Night duty is performed by a separate night staff and goes from 11 p.m. to 8 a.m. The roles performed by the front office staff are outlined as follows:

The switchboard operator handles telephone calls and takes messages for guests. Facilities which can be carried out without the telephonist's assistance include world-wide direct dialling with automatic recording of the charge in the billing office and early call system.

Front Office Organization

TelephoneSwitchboard

Reception BillingOffice

Valet Shops

ReservationsOffice

Cashier’sOffice

HeadPorter

Housekeeping


The receptionist checks-in guests, allocates rooms and takes reservations over the counter The enquiry clerk fulfils the guests' enquiriesThe cashier handles guests' bills The accountants working in the billing office post charges and payments on guest bills.The Head porter or Concierge performs a variety of duties: he or she hands over guest keys, mail, messages, provides theatre tickets, car hire, baggage service. The valet belongs to the housekeeping and handles dry cleaning, pressing and guest laundry.Housekeeping is the largest department of the hotel and is responsible for the preparation of guest rooms and the cleanliness of all public areas. The shops operating in the hotel lobby generally sell gifts, newspapers, perfumes and toilet articles. They are rented out to external companies.

All these departments work together and are co-ordinated by a Rooms Division Manager who operates in collaboration with the conference co-ordinator to handle meetings, conferences, package tours, coach parties, etc.


Room Reservations In large hotels handling reservations is the task of the reservations clerk. He commonly gets reservations by telephone, by personal contact, by telex, by fax, by computer. Telegrams and letters are still used by private individuals; businesses have replaced them with faxes. Room reservations are made by private individuals, corporations, travel agents, reservation agents, tour operators and airlines. Individual bookings are usually made by telephone and confirmed by letter or telegram. Travel agents handle bookings by phone, fax or computer. Some still request and confirm bookings by fax or they request by telephone and confirm by fax. Most travel agents provide a computerised reservation service. Their terminals being linked to external reservations networks, they can instantly know the current availability of hotel's accommodation, make their booking and get confirmation on real time. Once a booking has been accepted, the reservation clerk must complete a Reservation Form and enter the information into the Reservation Diary (a book where bookings are entered daily) and the Reservation Chart (a diagram showing information about the availability of the rooms. If the hotel uses a Reservation Rack, he fills in a rack card and drops it into the rack. The actual allocation of rooms does not necessarily take place at the time the guest checks-in; on accepting a booking, a computer can assign rooms, handle deposits and printing letters confirming the booking effected.

Answer these questions

1. Where is the front desk?2. Say some reasons why guests come to the front desk.3. Who operates at the front desk?4. What's the Receptionist's job?5. What doe the reservations clerk handle?6. What kind of information does the enquiry clerk provide?7. What is the assistant manager's job?8. How are reservations received?9. Who makes room reservations?10. What is the use of a reservation form?11. What does the reservations clerk do after receiving a reservation?


Here is a reservation agency advert:

Answer these questions:

1. What is Concordia?2. What kind of service does it perform?


3. How can you contact it ?4. What do you usually communicate to make a reservation?5. What tool does it avail of to find accommodation?6. Does it reserve accommodation in a bed and breakfast operation?7. How do you usually pay for the service provided by Concordia?8. Why does Concordia ask for the client’s credit card data?9. What is the cheapest type of accommodation you read in the advert?10. What does the agency do when it cannot find the accommodation

you ask for?


INTER - CONTINENTAL HOTELS' RESERVATION SYSTEM

Global II Inter-Continental Hotels' Worldwide Reservation System, is one of the most advanced of its kind in the world. When you call any of our Global Reservation centres, our trained and professional staff can access detailed information on all Inter - Continental Hotels, Forum Hotel International, Global Partner Hotels & Resorts and SAS International Hotels.

Global II is designed to provide you with all the information you require and enables you to receive instant confirmation at any hotel in our system.

The Information Global II can provide includes:

® Hotel location and description® Availability and features of all guest rooms and suites® Guaranteed room rates® Current exchange rates® Visa requirements® Dining and business services® Leisure facilities including health clubs® Special packages and promotions


Hotel TariffsHotels offer the same types of basic tariff all over the world. Different names such as “rate" or "plan" (this last commonly used in USA) may replace the word tariff. Other terms they use reflect the different price policy hotels adopt towards different market segments. Hotel tariffs are often used as a sales tool to attract guests to the hotel. The term rack rate (which derives from the hotel price list displayed near the information rack) refers to the bedrooms price as advertised in the hotel and is equivalent to full rate. More and more hotels nowadays use to cut their rack rates especially in low season when they need to increase their occupancy level. Corporate rates are rates quoted for business guests. These rates are very often negotiated with companies direct. In addition to these, hotels apply special rates for coach parties, conventions, conferences, meetings, exhibitions, etc. Hotel room rates or tariffs may be quoted including meals or not. The most common agreements between a hotel keeper and a guest may concern the following:

Bed and Breakfast B&B The rate includes the room and breakfast which may be 'English' (bacon and eggs, sausages, porridge, tea or coffee) or 'continental'.

Half Board-Demi Pension HB-DP The rate includes the room and two meals: breakfast and lunch or dinner. It is like MAP.

Full Board-En Pension FB The rate includes the room and all meals (breakfast, lunch and dinner). It is like American Plan.

Continental Plan CP(Continental Breakfast)

The room rate includes a breakfast consisting of tea or coffee, butter, honey, jam or marmalade and baked produce (rolls, toasts, buns, croissants).

American Plan AP The rate includes the room and all meals (breakfast, lunch and dinner). It is like Full Board or Pension.

Modified American Plan MAP The rate includes the room and two meals: breakfast and lunch or dinner. It is like HB or demi-pension DP.

European Plan – Room only EP The room rate does not include any meals. Inclusive Terms IT This rate applies to groups or conference delegates. It is

expressed by a single price which covers hotel services (accommodation, catering, recreational, etc.) for an entire period.

24 Hour Delegate Rate This rate is quoted for convention or conference delegates and covers meeting room hire, single room with bath or shower, English or Continental breakfast, mid-morning break for coffee and biscuits, lunch, mid-afternoon break for tea and biscuits, dinner and coffee.

Daily Delegate Rate This rate is offered to delegates and covers meeting room


hire, coffee and biscuits in the morning break, lunch and coffee, tea and biscuits in the afternoon break.

Bargain Breaks The price quoted includes room and all main meals throughout a weekend period: Friday evening to Sunday afternoon.

Seasonal Rates These are all-in rates covering bedroom, meals and entertainment which are applied on Christmas, New Yar’s celebrations and Easter period. Hotels situated in mountainous resorts apply the most expensive winter season rates.

You can get a more complete picture of hotel special tariffs by reading some of the descriptive brochures they release and distribute to travel agents. Here is a prospect of special offers illustrated in Forte Leisure Breaks brochure: Weekend Leisure Breaks Weekaways - Save 20% Bank Holiday Special Family Bonus Break Under 13's Stay & Eat Free Christmas and New Year at Forte Hotels Special Occasions at Forte Special Interest Breaks (Touring Holidays, Music at Leisure, Garden Weekends, Bridge Weekends, Activity & Golf Breaks, Health and Leisure Breaks).

Other tools for increasing sales are represented by leisure cheques, leisure bonds, incentive schemes which provide vouchers for a vast selection of hotels and the Forte Gold Card which entitles the holder to a host of privileges and preferential terms.

Food PlansFood plans are different from country to country and hotel room rates may be quoted including meals or not. In this respect the most common agreements between a hotel keeper and a guest may concern the following:

Half board/Demi pension HB/DP The rate includes the room and two meals: breakfast and lunch or dinner. It is like MAP.

Full board/En pension FB The rate includes the room and all meals (breakfast, lunch and dinner). It is like American Plan.

Bed and Breakfast B&B The rate includes the room and breakfast which may be 'English' (bacon and eggs, sausages, porridge, tea or coffee) or 'continental'.


Continental Plan CP The room rate includes a breakfast consisting of tea or coffee, butter, honey, jam or marmalade and baked produce (rolls, toasts, buns, croissants).

American Plan AP The rate includes the room and all meals (breakfast, lunch and dinner). It is like Full board or Pension.

Modified American Plan MAP The rate includes the room and two meals: breakfast and lunch or dinner. It is like HB or demi-pension DP.

European plan/Room only EP The room rate does not include any meals.

Inclusive Terms IT Hotel services are covered by single price quoted for an entire period. This rate applies to group or conference delegates.

Bargain Breaks The price quoted includes room and all main meals throughout a weekend period: Friday evening to Sunday afternoon.

1. Explain the meaning of these terms:

single HB .....................................................................................................suite AP .....................................................................................................double FB .....................................................................................................twin EP .....................................................................................................double MAP .....................................................................................................B&B .....................................................................................................single CP .....................................................................................................

2. Match the words in the left column with the definitions in the right column

1. HB a. room only. No meals are included2. FB b. room + English or continental breakfast3. B&B c. room + all meals4. AP d. it is like FB5. MAP e. room + continental breakfast6. CP f. it is like HB7. EP g. room + breakfast + one meal


Recording ReservationsBefore accepting a room reservation, the advance reservation clerk should find out:

the type of room - whether with bathroom or not - the guest requires;

how many nights the guest is planning to stay; name, address and telephone number of the guest; the guest's expected time of arrival;

Once the guest makes a reservation, the advance reservation clerk writes the details on the Reservation Form. This form is the primary source of information which is manually entered into the Reservation Diary and the Reservation Chart. If the hotel is provided with a

computerized reservation system, then this information is keyed into the computer so that when the Receptionist wants to know about the occupation of a room he just keys in the room number and the screen

terminal provides him with the information he requires. This enables him to decide whether to accept a reservation or not and which alternative he might suggest if necessary. Computerized systems offer a room status linking reception, housekeeping and the cashier's office.Here follows a model of a standard Reservation Form. When a guest makes a reservation, the reservation clerk writes the details on this form which represents a check-list of the things the clerk should know so that he/she may accept or not the room reservation. The form details information about the guest’s stay in terms of personal data, type of accommodation required and any preferences.

1. Complete these sentences with appropriate phrases of your own


1. .....................to book a room, please.2. .....................would you like?3. .....................we haven't got any singles.4. Would one with a shower................................?5. Twenty-five pounds a night, ................................... .6. And .......................... are you planning to stay?7. I ............................. on Sunday before noon.8. We'll be seeing you ................................... .9. Is it possible to have ................................. ?10. The ............................until eleven o'clock.

2. Refer to this conversation and fill in the reservation form below.

Res.Clerk Royal Hotel. Can I help you?Customer This is Walter Lang speaking. I'd like to reserve a single room.Res. Clerk Yes, Mr Lang. What date do you need it?Customer It's for the 5th and 6th of April; two nights only.Res. Clerk Yes... we do have a single for the period you say. Would you like it with bath or

shower?Customer With shower. How much is it per night?Res. Clerk £27 per night, breakfast included.Customer Do you quote half board rates?Res. Clerk Yes, Sir. That would be £38 a day inclusive of accommodation, breakfast and evening

meal but excluding VAT.Customer That's all right.Res. Clerk Could you give me your address and telephone number please?Customer Yes. 36 Green Park, Colchester. Telephone 0206-351840.Res. Clerk What time do you expect to arrive?Customer By six p.m.Res. Clerk Thank you, Mr Lang for choosing our hotel and good-byeCustomer Thank you and good-bye.

Royal Hotel Reservation Form

Name of guest: Arrival date: .........................Address:Telephone:Single Bath No. of nights: ........................Double Shower Rate per night: ......................Twin No. of persons: .....................Suite Room No.: ...........................Notes: .......................................................................................................Date: ..................................... Clerk: ...................................

3. Ask questions relevant to these answers.1....................................................................? I'd like a single2....................................................................? With bath, please3....................................................................? On 2nd August4....................................................................? three nights5....................................................................? The rate is £40 per night.6....................................................................? It's number 55 on the first floor7....................................................................? It's a very quiet room.8....................................................................? It overlooks the garden.9....................................................................? Salt, Janet Salt10..................................................................? 62 Oak Street, Newport11..................................................................? 0223-559944


4. In pairs, ask and answer questions based on the reservation form

The Reservation DiaryThis is a loose-leaf from a standard reservation diary. Today is Monday of July 5th. The page shows which guests are due to arrive today. All days are days of arrival. New pages follow this one. When all the guests due to arrive today have arrived, this page is removed from the front.


Refer to the Reservation Diary and answer the questions below

1. How many guests are due to arrive to day?2. What kind or room has Walter Lake booked?3. How long will he be staying?4. Who was room 221 assigned to?5. Why in your opinion have Mr and Mrs Lee asked for an extra bed?6. Which of the guests reserved first?7. What's the difference in price between a single with breakfast and a single at half board terms?8. Which of the guests leaves the hotel last?9. Which rooms can be reallocated on 8th July?10. Which room faces the park?

The Reservation ChartThe reservations chart lets us know the advance occupation of each room; which type of room is still available and which one will become so. It is particularly useful in hotels where guests stay for several days and book a long time before.

RESERVATION CHART

Royal Hotel MONTH: JulyYEAR: 1998

MondayJuly 5

TuesdayJuly 6

Wednesday July 7

Thursday July 8

Friday July 9

Saturday July 10

SundayJuly 11

101 SB Tyler White102 SB Marcel103 S sh Carter104 S sh Peterson105 T sh Jones106 S 107 DB Keller Stone108 DB Ross109 D sh Black110 D sh111 DB112 DB113 TB114 TB

Refer to the Reservation Chart and answer the questions below.

1. How many single rooms are available on the 5th July?2. Mr Wells requires a single with bath from 5th to 9th July. Can you accept this booking?3. A group of six would like to stay on the night of 6th July. Two of them require singles.

Could you accept this reservation?4. Which single rooms are available on the 9th July?


5. Could you arrange a suitable accommodation for three families two of which with two children and one with one child (eleven people in all) willing to stay from 7th to 9th July? If you could, what accommodation could you allocate?

The Reservation Rack

The reservation rack is an alternative manual system which may be still in use in medium sized hotels. The Whitney System which is an example of rack system, was very popular before computers were commonplace in hotels. The rack is located on the walls of the reservations office and is formed by a large number of vertical columns. Each column corresponds to a date of arrival. Reservations are written on cards of the same design and size - “rack slips” or “Whitney cards” - They are filled in by the reservations clerk who puts them into metal holders. These in turn are slotted into the appropriate rack column corresponding to their date of arrival and placed in alphabetical order. The cards stored in the rack show only the top line with information regarding date of arrival, guest’s name and room type. The advantage over the diary is that entries are filed alphabetically. You can check very quickly if a guest has a reservation and how many guests arrive on a given date. This is an example of rack slip:


This is the column of the reservation rack corresponding to the 15th of May:

1.Ask questions relevant to these answers:

1. Mr Wilson is allocated room 1102. Room 110 is a double room3. He is going to stay 2 nights4. He booked on 10th April5. He works with Telecom6. We’ll send the bill to Telecom7. Mr White took the reservation8. The rack column shows five arrivals9. Mrs Stone asked for a single with

bath10. Three singles and two doubles are

allocated on 15th May

15th May

ARRIVAL NAME ROOM

15/5 Gray Mr P 101 DB

15/5 Parker Miss B 105 SB

15/5 Stone Mrs S 106 SB

15/5 Wilson Mr D 110 DB

15/5 Wood Mr A 111 SB


2. Fill in the table by putting a tick () in the correct box:

RESERVATION FORM

RESERVATION DIARY

RESERVATION CHART

RESERVATION RACK

shows only one guestlists the names under dates of arrivalshows room occupationlets you check quickly if a guest has a reservationnew pages follow the firstshows when a room will become availableshows the guest’s special requirementshas a new page for each day of arrivalshows the dates of reservations for each roomshows which rooms can be allocatedshows the guest’s length of stayis useful as a check list


RESERVATIONS BY TELEPHONE

Reserving rooms by telephone is still a common practice in many hotels. A telephone call is the quickest way to contact a hotel and gives the prospective guest instant confirmation about the availability of the room as well as information on room rate and terms, hotel facilities and services. The reservation clerk, as far as he is concerned, finds it useful to get information on the guest's date and time of arrival, expected length of stay, modalities of payment and any special requirements. When dealing with a new guest, the reservation clerk asks him / her to confirm the booking in writing and include an advance on the payment for the accommodation.

Dialogue 1SITUATION: Anthony Carter would like to reserve a quiet single room with bathroom for three nights at £30 a night starting from Monday night 25th next. He can arrive at the hotel around three o' clock same day.

Clerk Royal Hotel. Can I help you?Customer This is Anthony Carter speaking. I'd like to reserve a room.Clerk Yes, Mr Carter. Would you like a single, a double or a

twin?Customer A very quiet single with bathroom on the first floor, if

possible.Clerk Yes, We do have a single with bathroom facing the park.Customer Can you tell me how much you charge for it?Clerk £30 a night including breakfast.Customer That would suit me.Clerk How many nights are you planning to stay?Customer Three nights starting from 25th next.Clerk And what time will you be arriving?Customer Early in the afternoon. Around three o' clock.Clerk Thank you for calling, Sir. We look forward to welcoming

you.Customer Thank you. Good-bye.


Short DialoguesSITUATION: Harry and Pamela Newton are going to Brighton for a holiday. Harry is making some calls trying to book a hotel room.

First callReceptionist Grand Hotel. Good afternoon.Harry Have you got a double room for tomorrow night, please?Receptionist No, sir. I'm afraid we are fully booked.

Second callHarry Is that the Sussex Hotel?Receptionist Yes, sir. Can I help you?Harry I'd like a double room for five nights.Receptionist What date, please?Harry From the 16th to the 20th of this month.Receptionist I'm afraid there aren't any doubles left for that period.Harry Not even a twin?Receptionist I'm very sorry, sir. Not even a twin. We're full up.

PRINCIPAL LANGUAGE FUNCTIONS

(On the telephone) Introduce one's hotel and greet formally

Hotel Regent, Good morningKennedy Hotel, good afternoonRoyal Hotel, good evening

Greet formally Good morning, SirGood afternoon, MadamGood evening, Sir

Attract someone's attention Excuse me!Sorry

Request someone's help Can you help me?Offer help Can I help you?

Would you like any help?Is there anything I can do (for you)?

Request reservation I would like to reserve / to book a roomHave you got a double room for three nights dating from...?Can I reserve / book a single room for May 12th, please?

Ask about room type What type of room would you like?Single, double, or twin?For how many persons?

Say the type of room Single with bath, pleaseDouble, please. With bathroom.A twin room with bathroom.

Ask about length of stay How long will you be staying?How many nights do you need the room?How many nights are you going to stay?How long are you planning to stay?


Say the length of stay We will be staying till the 22ndThree nightsWe will be leaving Saturday morning

Ask to wait a moment One moment, pleaseJust a moment, pleaseLet me check

Offer accommodation required Yes, We have.Very good, a single with bathroom.Yes, We can give you a double room.

Apologize and offer alternative I'm sorry. We don't have a single on the first floor, but we do have one available on the second floor.I'm sorry. There are no double rooms left. Can I suggest a twin room?I'm sorry. I regret telling you that we don't have a double room from May 12th, but we do have one available from May 13th.Sorry. I'm afraid all the doubles are taken. Would you mind taking a twin?Sorry. I'd like to help you. I thought I might suggest...

Ask if he/she agrees Do / would you agree?Is that all right with you?Would that be OK for you?

Ask about the room suitability Would that suit you?Would that be suitable?

Express agreement Fine!OK!Very good, SirThat's very good, Sir

Ask about the room rate Can you tell me how much would it be?How much do you charge a single?

Say the room rate It's £50 a night£50 a night, including breakfastIt's £50 a night plus VAT

Ask the guest's name Your name, please?What's your name, please?Can / could I have your name, please?

Say the guest's name Peter JonesMy name's Peter Jones

Ask about time of arrival What time will/would you be arriving?Can you tell me what time you'll be arriving?

Say time of arrival By 4 o'clock p.m.Between 4 and 5 o'clockI think around 5 o'clock

Confirm reservation Thank you, Sir/Madam. I've reserved room 45 for you.Right. Thank you. I'll send you confirmation of your booking.

Anticipate further questions One more question, please / There would be one more question, please


Asking for a meal Is it possible to have a meal on my arrival?Taking one’s leave We’ll be seeing you tomorrow (next Friday, on

Friday). See you tomorrow.Miscellanea Do I have to remit you a deposit? / Can you put

an extra bed in the room?

1. Listen again to the dialogue and identify expressions relevant to the following functions:

FUNCTIONS EXPRESSIONS

Greeting formally ..................................................................................Ask somebody's name ..................................................................................Say your name ..................................................................................Offering your help ..................................................................................Saying Goodbye ..................................................................................Asking for price ..................................................................................Giving price ..................................................................................Thanking someone ..................................................................................Asking for information ..................................................................................

2. Write what you would say in the following situations.

a - You need a double room with bath and you want to know its price. What would you say?b - You can't afford the price of the room. Ask the Receptionist if he has a cheaper one.c- You have been asked how long you will be staying at the hotel. Say you haven't made up your mind yet.d- You are being allocated a room on the back of the hotel. You would like one

facing the street instead. What would you say?e- Tell the Receptionist that you will be arriving at around nine o'clock and ask him whether the restaurant is still open.

3. The advance reservation clerk of Hotel Regent gets a telephone call by a prospective guest. Write the dialogue following the instructions.Clerk ........................................................Introduce hotel and greet formallyGuest ........................................................Greet formally and ask if you can

........................................................book a double for July 2nd.Clerk ........................................................Ask if he/she wants the room with

........................................................bath or showerGuest ........................................................Respond with showerGuest ........................................................Ask about length of stayGuest ........................................................Say length of stayClerk ........................................................Ask to let you check and confirm

........................................................availabilityGuest ........................................................Ask about the room rateClerk ........................................................Say the room rate and ask if

........................................................he/she agreesGuest ........................................................Express agreementClerk ........................................................Ask the guest's nameGuest ........................................................Say the guest's nameClerk ........................................................Ask about time of arrival


Guest ........................................................Say time of arrivalClerk ........................................................Thank the guest and confirm

........................................................reservationGuest ........................................................Thank and greet

4. Role -play: Booking a room at a hotelWork in pairs. You play the role of the guest. Your partner is the receptionist.

The Guest's checklist The Receptionist's checklist

® use your name;® you want a single room with shower;® you need the room for three nights

starting from Monday next, 12th March;

® give your telephone number;® give your home address;® ask the room rate;

® ask what sort of room the guest wants;

® you have no rooms with shower available;

® room charges are: single £20, double £25, single with bath £25, double with bath £30;

® breakfast and VAT are included;® ask the guest when he wants the

room and how many nights he will be staying;

® if the guest wants the room, start filling in a booking form;

5. Role Play

You are the Receptionist at the Kent Hotel, your mate is the Guest

The Receptionist The Guest

greets and offers her help

----------------------------------------------

greets and asks for a room

----------------------------------------------asks what kind of room

----------------------------------------------

says what kind of room

----------------------------------------------


asks the length of stay

----------------------------------------------

replies and asks weekly half board terms

----------------------------------------------says weekly half board terms

----------------------------------------------

agrees

----------------------------------------------books the room

----------------------------------------------

says good-bye

----------------------------------------------


RESERVATIONS BY LETTER

Hotel communications are usually effected by telephone, telex, fax and E-mail. Tourist organizations, travel agencies, firms, corporations, clubs and hotels are more or less equipped with telecommunication facilities. They frequently connect with a domestic or overseas reservation centre and, thanks to a computerized reservation service, they get instant confirmations from any of the thousands of hotels worldwide. When sending letters, they do it by fax. A large number of private individuals still use the telephone or send letters when they want to ask for hotel brochures and tariffs or to know accommodation availability, or to get information about leisure breaks, holidays, reduced rates for families and free accommodation for children and teenagers. Letters, then, are very often used to confirm, in writing, arrangements which have already been made in a telephone conversation. In the case of telephone reservations, you will normally be asked to confirm in writing. A letter is the most convenient way of doing this.


It is not always necessary to book hotel accommodation in advance, yet this should be done whenever possible and particularly when it comes to travelling abroad.

1. The illustrations below describe five means of communication. Match each of the following words with the correct illustration.

1. E-mail 2. telex 3. letter 4. fax 5. phone call

1 ....................................... 2. ...................................... 3 .......................................

4. ...................................... 5. ......................................

2. Fill in the boxes with the names of the other establishments a hotel is connected with


Reservations and Confirmations

Letter 1


Letter 2


Letter 3


Letter 4


Exercises

Letter 1 Complete these sentences

Roja Sports is a London firm dealing in............................................

...........................................................................................................

They send a reservation letter to.........................................................

.............................................................................................................

The accommodation requested includes.............................................

.............................................................................................................

The accommodation requested is for..................................................

............................................................................................................

They will be staying ...................... nights.

Letter 2 Answer these questions

1. Who is the sender of the letter?2. What kind of letter is this?3. Who is the receiver?4. What date is it written?5. Where is Grand Hotel Duomo?6. What's the Manager's name?


1. What is Scots Corner?2. Where is their main office?3. Have they got any branches?4. What is their line of business?5. Who is the addressee of the letter?6. What kind of letter is it?7. What does the first paragraph of the letter refer to?8. What sort of accommodation do they require?9. How much do they remit as a deposit?


1. Where is King Edward Hotel?2. Who is the letter addressed to?3. What date is it written?4. What sort of accommodation is confirmed?5. What does the manager include in the letter?


Letters for Oral Translation

Letter1: requesting a reservation

40 London RoadOxford

7th May, 1992The ManagerCongress Hotel31-37 Carlisle RoadEastbourneBN21 4JS

Dear Sir,I got the name of your hotel from the Tourist Board of your town. I should like to book a

single room with shower for five nights, 10th - 14th June.I look forward to your confirmation.

Yours faithfullyJohn Benton

Letter 2: confirming a reservation

10th May, 1992Mr John Benton40 London RoadOxford

Dear Mr Benton,I thank you for your letter of 10 May and have the pleasure of informing you that we have

reserved the following accommodation for you:A single room with shower for five nights from 10 to 14 June.

As you probably know the charge of £32.00 is inclusive of breakfast, service and VAT. Looking forward to the pleasure of welcoming you,

Yours sincerelyGordon DouglasManager


1. Mr Roy Duncan, 50 Station Road, Milton Keynes has sent you this telex:PLS RESERVE ONE DBLB FOR FIVE NIGHTS FROM 1O JULY. ARRIVING 17 HOURS. THKS AND RGDS. ROY DUNCAN.a- write a letter reserving the accommodation requiredb- write to Mr Duncan that you have no doubles with bath available for that time and suggest a twin room with bath with a fine view.

2. Mr Samuel Sherwood, 1 Booth Street, Congleton, Cheshire has sent you a letter asking for your hotel brochure and price list. Write a covering letter to him enclosing the material requested.

3. Write letters to the addressees below regretting that you cannot meet their requirements and suggesting alternative arrangements.

ADDRESSEES REQUIREMENT SUGGESTIONSMrs Janet Green15 Victoria StreetCheltenhamGL54 2BT

Five twin rooms with bath for seven nights from 2 Febrary next.

Only 2 twins are available. You could offer 2 triples more on same floor.

Mr William Kinsey5 Market SquareWorchesterWR6 5BS

2 single rooms with bath or shower located on the first floor for 5 nights from 15 April next.

The hotel is fully booked

4. You have made a telephone reservation of a double room with bath from 7th to 11th July. Now confirm your booking in writing.ActivityMiss Gloria Stevens, 50 Franklin Ave., Hartford, Conn. has requested you to reserve a double room with shower from 5th to 12th February. Check the room chart for the above period and decide what to reply. If you cannot accept the booking try to suggest an alternative proposal.


RESERVATIONS BY TELEXCompared to a business letter, a telex can be much cheaper and has the advantage of arriving quickly and being answered by return. Like the telephone, telexes are charged to the sender in units of time, so it is very important to keep a message as short as possible. A telex normally makes use of a set of abbreviations. Attention should be paid however not to be too brief when writing a telex because excessive brevity may cause misunderstanding. We have to cut out all unnecessary information, leaving what is really essential for the comprehension of the message. Grammatical elements which do not affect the

meaning are omitted and only relevant and appropriate words are considered.

LAYOUT OF A TELEX

PARTS OF A TELEX EXAMPLE

Date and time of the telex 01/07 10.15

Number of receiver and code of destination country

28250 KENNEDY G

Number of sender and code of departure country

35640 AGROSUD I

Telex number TELEX NR. 210

Attention line ATT: MANAGER

Reference line (=oggetto) RE: MR SCOTTI/1 SNGLB/10-12 FEB

Main message PLS RESERVE FOR MR PAOLO SCOTTI 1 SNGLB IN 10 OUT 13 FEBRUARY (3 NIGHTS) PLS CNFM ASAP USUAL HALF BOARD RATES THKS AND RGDS LUIGI SCOTTI

Number and code of the sender

35640 AGROSUD I

Number and code of the receiver

28250 KENNEDY G


PRINCIPAL ABBREVIATIONS USED IN TELEXES

ABT aboutADV adviseARVL / ARR arrivalASAP as soon as possibleATT / ATTN for the attention ofAUG AugustBB Bed and BreakfastCB continental breakfastCDU could youCNFM / CFM confirmDBLB double room with bathDBLN double room without bath or showerDBLS double room with showerDEC DecemberDEP departDEPT departmentENQ enquiryETA expected time of arrivalEXC excludedFB full boardFEB FebruaryHB half boardHD half dayHTL hotelHV haveJAN JanuaryJUL JulyJUN JuneINC includedINFO informationMAR MarchMR/S Mr and MrsNBR numberPLS pleasePP PD per person per dayREYT / L referring to your telex / letterRGDS regardsRQD requestedRYT referring to your telexSEP SeptemberSGLN single room without bath or showerSGLB single with bathroomSGLS single with showerSPLY supplyTDY todayTKS / THKS thanksTLX telexTRP tripleTRPB triple room with bath


TRPS triple room with showerTRPN triple room without bath or showerTWB twin-bedded roomU youWDU would youYDAY yesterdayYR your

TELEX PHRASES

RE YR TLX 240 / RYT240 With reference to your telex number 240

TKS FOR YR ENQ Thanks for your enquiry

PLS CNFM BY FAX Please confirm by fax

PLS CNFM RESERVATION Please confirm reservation

PLS TLX INFO RE ROOM SERVICES Please telex information regarding room services

PLS TLX YR ETA Please telex your expected time of arrival

PLS ADV TIME ARRIVAL Please advise time of arrival

PLS CNFM ASAP Please confirm as soon as possible

RYT CNFM ARRIVAL ABT 5PM With reference to your telex I confirm arrival about 5pm

PLS QT YR BEST RATES Please quote your best rates

PLS TLX YR CNF Please telex your confirmation

PLS SPLY HTL BROCHURE Please supply hotel brochure


EXAMPLES OF TELEXES

TELEX 1

TELEX 2

READING TESTRead telexes 1 and 2 and answer these questions:

1. Who's the sender? 2. What's his code number? 3. What's the departure country? 4. Who's the receiver? 5. What's the receiver's code? 6. What's the destination country? 7. What kind of accommodation does the sender require? 8. How many days will he be staying? 9. Is the accommodation required available? 10. Does the hotel require a deposit?


TELEX 3Mr. Ray Burton sends a telex to The Stafford Hotel, London, to enquire on the availability and price of three single rooms with half board for the days of 5, 6 and 7 May.

TO: THE STAFFORD HOTEL LONDON

PLEASE LET US KNOW IF YOU HAVE THREE SINGLE ROOMS WITH SHOWER AVAILABLE ON MAY 5, 6, 7. PLEASE TELEX BACK HALF BOARD RATES. THANKS AND BEST REGARDS. RAY BURTON

FROM: RAY BURTON SHELL OIL COMPANY BASEL, SWITZERLAND

TELEX 4Susan Page, the secretary at The Stafford Hotel, confirms availability and communicates daily rate inclusive of half board. She asks for mailing address as well as credit card number in case the prospective client should go on booking.

TO: RAY BURTONFROM: THE STAFFORD HOTEL, LONDON

THANK YOU FOR YOUR ENQUIRY. WE CONFIRM SINGLE ROOMS AVAILABILITY ON MAY 5, 6, 7. RATE FOR A SINGLE PLUS HALF BOARD IS £80,00 PER NIGHT EXCLUSIVE OF VAT. WHEN BOOKING PLEASE INCLUDE YOUR COMPLETE MAILING ADDRESS AS WELL AS NUMBER AND EXPIRY DATE OF CREDIT CARD. SUSAN PAGE, THE STAFFORD HOTEL

The text of telex 3 could be furtherly abbreviated as follows:

PLS ADV US YR AVAILABILITY THREE SGLSS ON 5-7 MAY. PLS TLX HB RATES. THKS AND RGDS. RAY BURTON

Likewise telex 4 may be reworded as follows:

TKS FOR YR ENQ. WE CNFM AVAILABILITY THREE SGLSS ON 5-7 MAY. HB RATE £80 PP PD. PLUS VAT. WHEN BOOKING PLS INCLUDE YR MAILING ADDRESS AND NBR AND EXPIRY DATE OF CREDIT CARD. SUSAN PAGE STAFFORD HOTEL.


WAYS OF ABBREVIATING A TEXT

Here are some examples of extended and abbreviated text:

Extended Text Abbreviated Text

We confirm your reservation of three single rooms with bath.

WE CFM YR RESERVATION OF THREE SGLSB

... arriving on the fifteenth of June and departing on the eighteenth of June.

... IN 15 OUT 18 JUN.

Please advise us as soon as possible of your rate regarding a single room with bath.

PLS ADV US ASAP OF YR SGLB RATE.

We request you to supply a brochure of your hotel and let us know your weekly terms by telex

PLS SPLY HTL BROCHURE AND TLX YR WEEKLY TERMS.

I would like to call on you on Monday 13 September to discuss the contract terms. Please let me know if 10.00 am will be convenient for you.

SUGGEST VISIT YOU MONDAY 13 SEPT 10.00 HRS TO DISCUSS CONTRACT TERMS. PLS CNF.

We regret being unable to confirm reservation of two double rooms with bath from 7 to 10 May. In alternative we would suggest two twins with bath. If this suits you, will you, please, let me have your confirmation as soon as possible.

UNABLE CONFIRMING RESERVATION TWO DBLB 7 TO 10 MAY. SUGGEST TWO TWINB. PLS CNFM ASAP.

Practice on telexes1 - Rewrite the following telexes by abbreviating the words in italics.

WITH REFERENCE TO YOUR TELEX NO.110 WE CONFIRM YOUR BOOKING DOUBLE ROOM WITH SHOWER FROM 15TH TO 20TH SEPTEMBER. THANKS AND REGARDS.

PLEASE SUPPLY HOTEL BROCHURE AND INFORMATION ON HOTEL FACILITIES. BEST REGARDS P.WINTER

THANKS FOR YOUR ENQUIRY. WE CONFIRM AVAILABILITY SINGLE ROOM WITH BATH. PLEASE TELEX BOOKING AS SOON AS POSSIBLE.


2 - Rewrite the following telexes by extending abbreviations as appropriate.

PLS TLX YR CNF ASAP

PLS CNFM NBR SNGB AVAILABLE AND SPLY HTL BROCHURES

RYT 20 DEC WE CNFM SNGLB AT £35 PP PD VAT INC. THKS AND RGDS

3 - Write a telex requesting a reservation of two single rooms with bath from 5th to 7th June and asking half board terms.

4 - Write the affirmative reply to the previous telex.

5 - Mr Gordon Cooper of the British Furniture Ltd, 25 North Road, Bristol has sent you this telex:

PLS BOOK TWO SNGB FOR THE NIGHT OF MONDAY 2 MARCH. ARRIVING 18.00 HOURS. PLS CNF. RGDS G.COOPER

Send him a telex to confirm this reservation.


The Computerized Reservation SystemOver the last decade or so the use of computer in hotel has enormously widespread. Computer is employed either for external communications or for the hotel administration based on the computerized organization of its services. The principal hotel chains are provided with a computerized reservation system whose peripheral terminals, located in the reservation offices of the individual hotels of the same chain, can be linked with either the national reservation centre or any other chain hotel. This system is also accessed by travel agencies, airline companies and tour operators. The advantage is enormous when you consider that travel agencies make hotel bookings worldwide and get instant confirmations.The following case-study illustrates how a computerized reservation service might work in practice. Tom works as a reservations clerk at a Best Western hotel. He has been requested through the telephone or by telex or private letter to reserve a single room with bath, say, from


5th to 8th March. Following the hotel software instructions, he now 'asks' the computer whether this type of accommodation is available on the date and for the period considered. The computer immediately confirms or not the availability of the accommodation requested. If the accommodation is available he reserves it by entering the guest's name, address and other relevant data and prints the relative confirmation to be forwarded to the guest. Depending on the situation he may suggest alternatives or find out a similar accommodation at some other hotel in town belonging to the same chain.

1. Comprehension questions

1. How is the computer employed in hotel?2. Who has access to the hotel computer?3. What is the main advantage of using a computer?4. How would you carry out a reservation request?5. Which alternatives would you consider if the accommodation requested is not available?

2. Refer to the text and find out synonyms for the following words.

1. widespread (line 1) ______________________________2. employed (line 2) ______________________________3. provided with (line 4) ______________________________4. located (line 5) ______________________________5. individual (line 5) ______________________________6. linked with (line 6) ______________________________7. accessed (line 7) ______________________________8. consider (line 8) ______________________________9. bookings (line 8) ______________________________10. worldwide (line 9) ______________________________11. get (line 9) ______________________________12. following (line 13) ______________________________13. available (line 14) ______________________________14. entering (line 17) ______________________________15. suggest (line 19) ______________________________

3. Complete these sentences with the following words.

depends, employs, need, confirmation , working, decade, widespread, worldwide, single, availability


1. Prices have risen steadily during the past ..............2. There is a ..................... trend towards activity holidays.3. This hotel ....................... a total of forty workers.4. He provides everything you ...............5. Our specialties are famous ....................... .6. I have been ................... in this hotel for over twenty years.7. She has been requested to reserve a ............. room.8. Please give me your ......................by return of mail.9. That ................. on what we decide to do.10. As regards the ............................. of the accommodation, we inform you that...

4. Complete the following table:

confirmreservation

computeroperate

connectionprovideimplyinvolve

access

5. Match the words in the first column with their definitions in the second column.

1. decade a. a number of connected things2. widespread b. to be the property of3. employed c. connected with the subject4. computerized d. a course of action that may be

taken instead of one other5. chain e. a period of ten years6. peripheral f. a point at which connections can be

made to an electric system7. terminal g. not central8. relevant h. used9. alternative i. controlled by computer10. belong j. found in many places

1 2 3 4 5 6 7 8 9 10


The computerised organisation of hotel services

Handling reservations is just one of the essential facilities a computerised reservations package can provide. The input of reservations data into the central files in an integrated system makes that data available to all the other users needing this information. Thus the reservation clerk, the receptionist, the cashier, the sales ledger clerk are provided with a comprehensive profile of hotel business. The system has terminals in reception, in the cashier's office, in the housekeeping dept., and in all the points-of-sale of the hotel. It deals with and connects guest billing, advance reservations, housekeeping, sales ledgers, telephone logging, bar and restaurant, room service, room minibar, night club and any facility implying posting a charge into the guest's account. It also provides reservation reports which include reservations summary, arrival and departure lists, deposits due and paid, confirmed and cancelled bookings, list of available rooms.


The reservation sequence

Reservations follow a two stage sequence: 1. initial enquiry concerning the availability of the room for the date requested and any alternatives. If the room availability screen confirms the accommodation requested, then the receptionist goes on collecting reservation data.

The screen above is a component of Visual Oui! Front office software created by Prologic SA, France. It displays the availability and planning rack of hotel guestrooms. A more detailed view of availability displays the breakdown of the booked rooms on any date.Clicking on any of the cells in the Rack above will display summarized information about the guest for whom the room is blocked on that day, including balance data and messages, if any.


2. data collection may include: reservation number, guest name, guest address, guest phone number, company name, travel agent name, date and time of arrival, room type, number of rooms, number of persons, room rate, number of nights, special terms, credit card, deposit due, comments.

The window above handles both individual guests and group members. The receptionist or any other employee (front office manager, reservations clerk, cashier, housekeeper, night auditor) interacts with the guest’s data controlling information relevant to their own job duties.


ON-LINE RESERVATIONS

The hospitality industry is an exciting "industry" marked by tradition and yet on the verge of an extraordinary transition. It is a transition that is driven by new technology, new lifestyles, new consumer expectations, new values and the continued growth in the number of people who travel and socialize for business and pleasure. It is nowadays hard to find an hospitality operation without some degree of computerisation. Even the smallest hotel is likely to have an electronic and billing system, and the larger hotels will almost certainly be linked into a world wider computer system for reservations, and credit card authorisation. The System is an essential sales tool for hotels. Large chains are provided with global systems which enable travellers to consult hotel amenities, services, room availability and prices, special offers and promotions, leisure breaks, discount rates and make real-time bookings. Prior to making their bookings, potential guests can also take a virtual tour of hotel images featuring hotel location, facilities, room interiors, and local attractions.Here follow two on-line reservation forms. Users send them via e-mail and get back the hotel message confirming the booking.


Reservation Form


Handling Group Reservations

Relatively small groups or coach parties are frequently welcomed by hotels as they are not difficult to handle and help keeping business brisk especially in low season months. Considering that they are accepted according to an inclusive package, the food and beverage department has not to cope with food-demanding guests, their meals being normally based on budget menus. Coach parties then are different from conventions in that they do not require facilities and equipment for conference, nor do they require large numbers of people for the services that are provided to them. In most cases they leave the hotel after breakfast doing sightseeing or visiting places of interest or entertainment. They often prefer having lunch out of the hotel just to enjoy the opportunity of having a nice change or trying new cooking styles or tastes. A hotel that handles groups has several specialised people on the staff, the most important of whom being the salesman who has special contacts with travel agents and tour operators. It also must have a kitchen staff used to work under pressure and be provided with catering and recreational facilities to meet the various needs of group members.


Before a group arrives at a hotel negotiations have taken place between the hotel management and the Travel Agent assisting the group with the purpose of obtaining reduced room rates and very special fees for the use of the other facilities and services. Many hotels have a special manager to handle all the particular arrangements that must be made. Arrangements concern not only rooms, but also the menus of the meals which are to be served and, as is the case of resort hotels, the sort of indoor or outdoor recreational activities to carry out during the group's stay. It follows that all arrangements must be co-ordinated with the other departments in the hotel. The front desk must prepare for the rush of arriving guests, the housekeeping department must see to the rooms being ready when the group arrives, the food and beverage department must make sure to be ready to cook the food on the menu previously arranged upon. Everything must be planned and kept ready: tables, table linens, silverware, glassware, cutlery, etc. Soon after the group arrives, the group leader contacts the reception staff, hands in the travel agent voucher and helps in allocating rooms according to the rooming list faxed by the Travel Agent some days before.


1. Which hotel departments are involved on a group's arrival?2. Are groups as profitable as conventions?3. How would you define a budget menu? 4. Why is a convention more demanding to handle? 5. What skills are required from the kitchen staff when catering for a group? 6. What kind of negotiations take place between a hotel manager and a travel

agent?7. What does a travel agent voucher contain?


A Specimen Travel Agent’s Hotel Voucher

Tour groups and travel agent’s customers frequently settle their account with the hotel by use of a travel agent’s voucher. This document is commonly issued in three copies. The whole procedure is broken down into the following steps:the travel agent negotiates a price with the hotel manager for their customer’s staythe customer is charged with this price by the travel agent and gets a copy of the hotel voucherthe travel agent sends to the hotel the original of the voucher as a confirmation of the details of the arrangementon their arrival the guest hands in the voucher copy which is checked at the front desk to make sure that it is identical to the original.on checking-out the guest signs the bill that goes back to the agency. He may settle in cash any extras on a separate account.the hotel sends the travel agent a request for payment less a 10 per cent commission, according to the previous arrangements.

HOTEL VOUCHERNo. 2028-98

HOTEL DUOTeplicka 17PRAHATEL. 0042 – 2 - 88674

MESSRS…….Travela PrahaN. OF PERSONS ………46………ROOMS …………………………..ARRIVAL …..03.11.1998 ………..DEPARTURE ……07.11.1998

Please supply the following services:

03.11.1998: Dinner + overnight04.11.1998: Breakfast + dinner + overnight05.11.1998: Breakfast + dinner + overnight06.11.1998: Breakfast + dinner + overnight07.11.1998: Breakfast + DepartureReservation and payment through TRAVELA PRAHA

Thomas Cook5-11 Lavington Street, London SE1 0NZTel: 0171 581 9421 Fax 0171 584 9958

Signature for reconfirmationDoroty Spencer

HOTEL VOUCHERNo. 2028-98

HOTEL DUOTeplicka 17PRAHATEL. 0042 – 2 - 88674

MESSRS…….Travela PrahaN. OF PERSONS ………46………ROOMS …………………………..ARRIVAL …..03.11.1998 ………..DEPARTURE ……07.11.1998

Please supply the following services:

03.11.1998: Dinner + overnight04.11.1998: Breakfast + dinner + overnight05.11.1998: Breakfast + dinner + overnight06.11.1998: Breakfast + dinner + overnight07.11.1998: Breakfast + DepartureReservation and payment through TRAVELA PRAHA

Thomas Cook5-11 Lavington Street, London SE1 0NZTel: 0171 581 9421 Fax 0171 584 9958

Signature for reconfirmationDoroty Spencer


Handling a Group TransactionWhere large groups are concerned, a ‘bulk’ voucher may well be used. Likewise the information regarding a group member is taken on a ‘bulk’ reservation form and stored in the reservation system as well. The details that largely differs are the room price which involves discounts over the normal rack rates and the individuals names which are provided by the tour organizer under the form of a rooming list.Handling coach parties may generate a number of potential issues. For everything to go on as smooth as possible, it’s necessary to know: the exact number of rooms required so as to set up and allocate group room blocks special group rates. the time of the party’s arrival and departure. This will enable sufficient staff to be on duty

to meet the group’s needs. group generation of keys group billing master folio

1. ActivityStudy the hotel voucher and complete the notes below the receptionist has taken for the food and beverage department.

TO RAMADA HOTEL GIARDINI NAXOS – SICILYPLEASE PROVIDE ST.JOHN’S COLLEGE GROUP 44 PAXWITH THE FOLLOWING ACCOMMODATION:

8 SINGLES SHOWER 18 DOUBLES SHOWER HB TERMSDATE OF ARRIVAL: JUNE 10 HRS:17.30 PLS PROVIDE DINNERDATE OF DEPARTURE JUNE 15 HRS: 09.00 AM ENDING WITH BREAKFAST.NUMBER OF NIGHTS: FIVEROOM RATES AS PER YOUR FAX DATED APRIL 20, 1997. DEPOSIT CREDITED INTO YOUR ACCOUNT WITH COMIT CATANIA.ROOMING LIST FAXED ON APRIL 22ND. BEST REGARDS MARY FINSON

A party of ……….British persons will be arriving on ……………. at ………. They request ……………. on arrival. They are going to stay ………… nights at …………… terms.

2. Write some similar notes of relevance both for the housekeeping department and for the cashier.

OK TOURS Ltd75-77 Wheeler St, Cambridge CB2 3QBTel: 0223 322640 Fax: 0223 366322

VOUCHER No.1278 / 97


The Travel Agency Rooming List

This is a list of all the guests that will be occupying the rooms in a group room block. Generally prepared by the tour planner and submitted before the cut-off date, it contains all vital information for the reservations. (i.e. names, arrival date, departure date, number of beds, smoking/non-smoking etc.). This list will match the numbers of room booked against individual’s names and give details of any specific requests that may have to be catered for.The following is the rooming list which the travel agent has completed and faxed to Ramada Hotel.

No NAMES ROOMS REQUESTED REMARKSS TW D ST

1234567891011121314151617181920212223

Mr J. LanglandMr P. BoyleMiss R. MillerMrs L. PageMr K. RichmondMrs A. BaxterMr A. WoodMr P. StevensMr W. TylerMrs L. TylerMr J. FergusonMrs M. FergusonMr D. CoeMrs G. CoeMr P. NormanMrs J. NormanMr B. WilderMrs D. WilderMr V. SidneyMrs J. SidneyMr H. SmithMrs A. SmithMr F. Hamilton

xxxxxxxx

x

x

x

x

x

x

x

Sea view

Near lift

First floor

Front room

8 18

Note:S = Single room – TW = Twin room – D = Double room – ST = Suite


1. What is a rooming list?2. Why is it necessary?

OK TOURS Ltd75-77 Wheeler St, Cambridge CB2 3QBTel: 0223 322640 Fax: 0223 366322

ST. JOHN’S COLLEGEROOMING LISTHV NO. 1278 / 97


3. Whom does it concern to?4. Who requests a single with a sea view?5. What do Mr and Mrs Tyler need?6. Who requires a front room?7. How many doubles does the group request?8. Is there anyone who occupies a twin room?9. What is OK Tours?10. Where does the group come from?

The Hotel Allocation Plan

This is Ramada Hotel Allocation Plan:

ALLOCATION PLAN

GROUP: St. John’s CollegeCambridge

DATE OF ARRIVAL: June 10, 1997

CONVENTION DATE OF DEPARTURE: June 15, 1997TRAVEL AGENT: OK Tours, Cambridge

FOOD PLAN: B&B and Dinner

GUEST’S NAME ROOM NO.

ROOM TYPE

Mr J.LanglandMr P. BoyleMiss R. MillerMrs L. PageMr K. RichmondMs A. BaxterMr A. WoodMr P. StevensMr & Mrs TylerMr & Mrs FergusonMr & Mrs CoeMr & Mrs NormanMr & Mrs WilderMr & Mrs Hamilton

Single Twin Double Suite

RAMADA HOTEL SG I A R D I N I N A X O S

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