Sample letter to confirm Hotel booking

We, Arora Group of Hotels thank you for giving us an opportunity to serve you in the coming Christmas Vacations. This is the confirmation for the special holiday package

requested by you for the Christmas Holidays. The reservation details are:

Guest Name : Mr. Prakash Arora Arrival Date : 1st March 2014 Departure Date : 5th March 2014

Number of Guests : 05 Accommodations : 3 Bedroom Family Apartments

The normal check in time is 12 noon, and check out time 2pm. As you have informed us that your flight will be arriving at 10.30 am and you will be reaching the resort at 11.00

am, we have managed an early check in for your convenience. This is the complete accommodation package of Rs 25000 and the charges include the stay in the apartment

and the complimentary breakfast. Apart from it you can avail the on-site facilities like gym and sauna for free.

It was mentioned earlier that the special accommodation packages are non-refundable. In case of any query please feel free to write us at abc@yahoo.com.

Sample letter to confirm Hotel booking

This is to confirm your booking for a room at Hill View Hotel, Los Angeles, California. On behalf of the hotel, we would like to express our gratitude to you for choosing our

services. Please find all the details regarding the confirmation of the reservation listed below:

• Name Of Guest: Mr. Milton Sheridan • Date of Arrival: 9th September, 2014

• Date of Departure: 19th September, 2014 • Accommodation: Deluxe Suite • Room Number: 98341

• Rate per night: $4000/-(inclusive of taxes) • Confirmation Number: 1236754

• Reservation/Booking Number: 235687 • Check In: 9:00 am, 9th September, 2014 • Check Out: 10 pm, 19th September, 2014

We would appreciate it if you could let us know in case there are any changes in your

schedule or program. In case you require check-in facilities at an earlier time due to flight changes, kindly inform our staff member Mr. Joe Jackson who has been assigned to check on all your requirements during yours stay at Hill View Hotel. We are a premier

hotel for commercial clients as well as tourists from across the world. We are sure that

you will find our services satisfactory. In case you need to cancel your reservation, please call Ms. Mabel Smith at 999-45768 within 24 hours before the day of the check-

in and inform her regarding the same. Please note that our charges are to be paid in US currency only. Please visit our link www.hillviewhotel9Conciergeservice.com to get

assistance regarding facilities available at the hotel. You can also contact our reception helpdesk at 999-2345671 for immediate assistance. We look forward to providing you quality services at our hotel.

Here is a sample Confirmation Letter that confirms a job offer,

Asking for and Giving Directions Lesson

In the course of their work, businesspeople often travel to other people’s offices or businesses.

And, from time to time they need to find they way around places they have never been.

Take a look at the structures for asking for and giving directions in the table below:

Asking for Directions

Excuse me . . . ** This is always the most polite way to begin your request for directions**

Would/Could you tell me how to get to . . . Anderson Construction?

How do I find . . . suite 305?

What is the best way to get to . . . business office?

Would/Could you direct me to . . . Ms. Sumidata’s office?

Which way do I go to get to . . . the Nobunaga Building?

Giving Directions

Go straight Make a U turn Turn left Turn right

Continue on (keep going) Follow this hall . . . road . . . path

Take the elevator It’s about 150 meters

It’s next to . . . across from . . . opposite . . . beside . . . between (two things)

Cross the . . . street . . . road . . . park . . . lobby . . . intersection . . . Go past the . . .

It’s on . . . the left . . . the right . . . the third floor . . . the corner

Prepositions to use with Directions

Go straight Go to Right Left

Cross On your right On your left Beside

Next to Behind Across from In front of

On the corner of

* Don’t forget to say “Thank you” after someone has given you assistance.

When Giving Directions in English

Giving directions usually consists of two sets of instructions.

In the first set: Say “Go to” and tell the listener what street, building, office number, etc

– or – how far they need to go.

In the second set: Say “Then” and tell the listener what to do when they get there. (turn

left, turn right, it’s on the left, etc.)

New Kingdom Korean Restaurant

1 Beach Street #111 San Francisco, CA 94133 Phone (415) 673-1111

www.kingdom.com

March 17. 2013

Robber Simmons Bay Restaurant 1122 Post Street

San Francisco, CA 94109 (415) 673-7777

DearMr.Simmons,

RE : Letter of Employment Confirmation For Christina White

In reply to your reference request letter for Christina White, I confirmed that she has worked as Restaurant Manager at New Kingdom Korean Restaurant for five years,

since March 1, 2008. She worked ten hours a day, 6 days a week. Her monthly salary as of 1/1/2012 was $

2,000.

Should you need more information, please contact me at (022) 77775555 or email me at direction@kingdom.com

Sincerely,

BobAshley Owner

Understanding and resolving guest problems

Steps to Listening with Empathy

When listening to an upset guest:

1. Remain centered: Focus on your breathing, maintain eye contact and continue to

listen to what is being said. When guests are upset, they are looking to resolve a problem. Allow them to vent. 2. Take ownership and offer your assistance: How does it feel to be in the guest’s

shoes? What needs does he/she have that are not being met? Example: “I can understand why

you are frustrated that your room is not ready. Please let me see what I can do to resolve the problem.” 3. Ask probing questions: Continue to ask questions to understand what the guest is

trying to say and to reassure the guest that he/she is being heard. Clarify the guest’s needs, and get more information to solve the problem: "Do you mean …?" or "Did I

understand you to say..?” 4. Remain calm: Don't feel incompetent, angry or nervous if the guest is overreacting.

The guest has a right to express his/her feelings. This is not a personal attack on you.

Don't join the participant in an argument. Don’t tell guests to calm down, as this often makes them angrier. Continue to listen and maintain eye contact. 5. Summarize and apologize: "You wanted the food cooked without butter." "You'd like

extra towels in your room." Apologize to them and take ownership of the problem. Assure them that you understand that this has been a mistake on the part of the hotel. 6. What will resolve situation? Explain how you will take care of this. Do you need to

refer them to another department? Communicate this in an assuring and genuine tone.

7. Do not take it personally: Do not carry any negative experiences home with you.

Leave the situation in the past.

Project Hotel T.E.A.C.H. Curriculum Center for Immigrant Education and Training (ACE) LaGuardia Community College

69 Unit 3 Lesson 1: Handout 1

Steps for Active Listening Pay Attention

Be silent and listen. People like to have a chance to get their own ideas or

opinions heard. A good listener just listens and concentrates on what is being

communicated by the speaker both verbally and nonverbally. Don’t talk or interrupt.

Understand the Message

Don’t jump to conclusions and assume you know what is going to be said

next. Many people stop listening when they think they have the general idea of

what is being said. Respond to the Situation

Ask probing questions to get more information or clarity. It is acceptable to ask,

“Did I understand you to say …?” or “When did this happen?” Provide verbal and nonverbal feedback. Make eye contact, nod your head

and, if appropriate, interject a comment such as “I see” or “That’s interesting” or “Really?”

Summarize what you heard so the speaker knows that you understood: “You

need to have the room cleaned by 3 PM because you have a guest coming at 4.

You also need room service to bring two bottles of water for you and your guest.”

Hotel Dialogues

English Vocabulary

Below are some typical dialogues between a hotel receptionist at The Grand Woodward Hotel and a guest. Here you will find typical conversations that deal with making

reservations, checking in and also checking out. Making Reservations

Receptionist: Good morning. Welcome to The Grand Woodward Hotel. Client: Hi, good morning. I'd like to make a reservation for the third weekend in

September. Do you have any vacancies? R: Yes sir, we have several rooms available for that particular weekend. And what is the exact date of your arrival?

C: The 24th. R: How long will you be staying?

C: I'll be staying for two nights. R: How many people is the reservation for?

C: There will be two of us. R: And would you like a room with twin beds or a double bed? C: A double bed, please.

R: Great. And would you prefer to have a room with a view of the ocean? C: If that type of room is available, I would love to have an ocean view. What's the rate

for the room? R: Your room is five hundred and ninety dollars per night. Now what name will the reservation be listed under?

C: Charles Hannighan. R: Could you spell your last name for me, please?

C: Sure. H-A-N-N-I-G-H-A-N R: And is there a phone number where you can be contacted? C: Yes, my cell phone number is 555-26386.

R: Great. Now I'll need your credit card information to reserve the room for you. What type of card is it?

C: Visa. The number is 987654321. R: And what is the name of the cardholder? C: Charles H. Hannighan.

R: Alright, Mr. Hannighan, your reservation has been made for the twenty-fourth of September for a room with a double bed and view of the ocean. Check-in is at 2 o'clock.

If you have any other questions, please do not hesitate to call us. C: Great, thank you so much. R: My pleasure. We'll see you in September, Mr. Hannighan. Have a nice day. Checking-In

Hotel: Good afternoon. Welcome to the Grand Woodward Hotel. How may I help you? Guest: I have a reservation for today. It's under the name of Hannighan. Hotel: Can you please spell that for me, sir?

Guest: Sure. H-A-N-N-I-G-H-A-N. Hotel: Yes, Mr. Hannighan, we've reserved a double room for you with a view of the

ocean for two nights. Is that correct? Guest: Yes, it is. Hotel: Excellent. We already have your credit card information on file. If you'll just sign

the receipt along the bottom, please. Guest: Whoa! Five hundred and ninety dollars a night!

Hotel: Yes, sir. We are a five star hotel after all. Guest: Well, fine. I'm here on business anyway, so at least I'm staying on the company's dime. What's included in this cost anyway?

Hotel: A full Continental buffet every morning, free airport shuttle service, and use of the hotel's safe are all included.

Guest: So what's not included in the price? Hotel: Well, you will find a mini-bar in your room. Use of it will be charged to your

account. Also, the hotel provides room service, at an additional charge of course. Guest: Hmm. Ok, so what room am I in?

Hotel: Room 487. Here is your key. To get to your room, take the elevator on the right up to the fourth floor. Turn left once you exit the elevator and your room will be on the

left hand side. A bellboy will bring your bags up shortly. Guest: Great. Thanks. Hotel: Should you have any questions or requests, please dial 'O' from your room. Also,

there is internet available in the lobby 24 hours a day. Guest: Ok, and what time is check-out?

Hotel: At midday, sir. Guest: Ok, thanks. Hotel: My pleasure, sir. Have a wonderful stay at the Grand Woodward Hotel.

Check-out / Getting to the airport

Hotel: Did you enjoy your stay with us? Guest: Yes, very much so. However, I now need to get to the airport. I have a flight that

leaves in about two hours, so what is the quickest way to get there? Hotel: We do have a free airport shuttle service.

Guest: That sounds great, but will it get me to the airport on time? Hotel: Yes, it should. The next shuttle leaves in 15 minutes, and it takes approximately 25 minutes to get to the airport.

Guest: Fantastic. I'll just wait in the lounge area. Will you please let me know when it will be leaving?

Hotel: Of course, sir. Oh, before you go would you be able to settle the mini-bar bill? Guest: Oh yes certainly. How much will that be? Hotel: Let's see. The bill comes to $37.50. How would you like to pay for that?

Guest: I'll pay with my Visa thanks, but I'll need a receipt so I can charge it to my company.

Hotel: Absolutely. Here we are sir. If you like you can leave your bags with the porter and he can load them onto the shuttle for you when it arrives. Guest: That would be great thank you.

Hotel: Would you like to sign the hotel guestbook too while you wait? Guest: Sure, I had a really good stay here and I'll tell other people to come here.

Hotel: That's good to hear. Thank you again for staying at The Grand Woodward Hotel.

Answering the phone and responding to inquiries

Telephone always plays a very important part in hospitality industry. People all over the

world call for making booking or asking for information or transferring messages to the guests or for various other purposes. If you work at the hotel you certainly have to

answer the telephone calls. It happens mostly with front desk staff but also in the back office. Here you can find some basic techniques and some useful tips while answering any call in the hotel business.

DO-s

Answer the telephone promptly within

three rings Say the name of the hotel, your name

and appropriate greetings

Always have pen and paper in hand to make the records

Listen carefully, pay close attention to the details being expressed by the caller

Make the callers feel that they have your undivided attention, mention the

name of the caller, if possible

If you have to ask the caller to hold, explain, why. Wait for the callers agreement before putting him/her on hold

If you say that you call back do it as soon as possible, tell the caller the approximate time you can do it.

Repeat back in any details and follow up in writing (if necessary). Close the conversation politely. Always say "thank you for calling". Never give wrong information, if you don't know the answer, transfer the caller to

the right person.

DON'T-s

Let the telephone ring more than three times Answer the phone with "hello" or "yes".

Ask the caller to hold on while you scramble for pen and paper Say "hold on" and leave the caller wondering if he/she is still being attended

Forget to call back Say you cannot help and not offer the caller to someone who can. Say "he hasn't come in yet" or "she hasn't come back from lunch yet" or "he/she

is in the toilet". People don't want to know the reason and are given a wrong impression.

Hang up without thanking the caller for calling Keep talking to another person while answering the phone. Eating something while answering the phone.

Lesson Plan for Guest’s Requests

Activities for Guest’s Requests

In order to get the most satisfaction (and theirs money’s worth from their stay) guests make requests.

Most requests by guests will be reasonable, such as asking for more napkins at a restaurant or having a burnt

out light bulb replaced in their room. Some requests may be outrageous and outside the normal service parameters of the hotel. In either case, the requests must to politely listened to and

professionally attended to. Look at the examples below of possible requests that a guest may make.

Expressions Used for Making Requests

Possible guest’s request

Request: Could I have another order of garlic toast?

Response: Yes sir, I’ll take care of that right away.

Request: I would like extra soap and shampoo left in the room.

Response: I’ll attend to that immediately.

Requests: Would it be possible to get a two minute boiled egg? Response: Of course sir, I’ll be back with that item in a few minutes.

Request: Could you arrange a tee time of 7:00 AM for four at the Country Club? Response: Of course sir, what is the name of your party?

Requests: The guests in the next room are very noisy. Could we change rooms?

Response: I’m not sure, let me talk to my supervisor. I’ll be back in a moment.

Request: Is it possible to get free samples of all the facial products the spa sells?

Response: Certainly ma’am, which products would you like?

Dialogue for Guests Requests

Guest: Instead of herbal tea, do you happen to have Earl Grey? Staff: I’m sorry ma’am, but herbal tea is all we have at the moment.

Guest: Could I get some more weights added to this machine. This is no challenge at

all. Staff: I’ll get more weight right away. How much more?

Guest: Could you fill out the form for me. I hurt my writing hand?

Staff: Of course sir. First, how do you spell your family name?