Reservation Lesson

Reservation Lesson

by Ni Putu Eva Agustini Sari

​Definition of Reservation

Reservation is a process in which a guest do a process of booking where in the reservation there is the type of room that the guest ordered, the number of people who will stay, and the time to stay in the room (Baker, Bradley, and Huyton, 2000:63 in Ervina & Octaviany, 2018). This process usually found in the front office department (Marlina, 2012:05). A proses of booking a room will usually be done by guest and various hotel information will be asked by them before they check in at the hotel (Marlina, 2012:05). In hotels, before checking in, a process of doing reservation becomes a process holding significant position that guests must do, because there is possibility of an increase in reservation to stay at a hotel at a certain location and time (Marlina, 2012:05). By making a room reservation process, guests can also get other benefits, namely being able to do planning and calculation of budget that will be used (Marlina, 2012:05). Usually in making room reservations, the reservation department is usually tasked with handling the following things, such as information of customers, informing room rates, room availability, providing information about facilities and services, assigning rooms, and providing response to guests with confirmation emails and confirmation letters (Thammawong, 2017:25).​

​Method of Reservation

In booking a room, there are several methods that guests can apply (Marlina, 2012:07):

1.       Direct Reservation

Direct Reservation is the process in which guests book a room directly by going to the reservation section and reserving the room to be used (Marlina, 2012:07).

2.       Indirect Reservation

Indirect Reservation is a process where guests book a room, but guests do the process through intermediary tools used to communicate such as telephone, letter, facsimile, e-mail, and e-reservation (Marlina, 2012:07).​

​Type of Reservation

Reservation also has its own types, namely (Leo, 2001:86):

1.       Guaranteed Reservation

Reservation made by the guest in which the reservation staff will book and block the room until the guest arrive at the hotel or until the check-out time because the hotel has been given guarantee by the guest to book and block the room and it cannot be sold until the specified time (Leo, 2001:86).

2.       Non-guaranteed Reservation

The room that has been booked by the guest and it will not be sold until the agreed time previously (Leo, 2001:86). When there is no guest coming until the specified time that has been determined, the room will be sold by the staff (Leo, 2001:86).

3.       Confirmed Reservation

In this reservation, a sufficient amount of time can be obtained by reservation staff to do verification of the guest's address by sending a confirmation mail (Leo, 2001:87). Usually this reservation can be in the form of guaranteed and non-guaranteed (Leo, 2001:87). In this type of reservation, both guests and hotel parties have received certainty regarding room availability at the time the guest requested (Marlina, 2012:12) ​

​Language Expression

Some Expression that can be used in handling reservation (Thammawong, 2017:25):

Offering help

-        How may I assist you?

-        How can I help you

Asking about guest’ desire

-        May I know, what kind of room would you like to have?

-        What room type would you like to take?

Asking information of how long guest will stay

-        How long will you stay?

-        How many nights do you plan to stay?

Accept guest’s request

-        Alright, we could reserve it for you, Sir/Madam

-        Allow me to check it​

​Example of handling reservation dialog

A: Good morning, welcome to Candi Beach Resort and SPA. This is Eva speaking. How may I assist you?

B: I want to book a room please.

A: Alright Sir. May I know the type of room would you like to take?

B: I wonder I will have deluxe room

A: How about the bed type, Sir? Would you like to have king size bed or twin bed?

B: King size bed please

A: Would you like to tell me how many room would you like to have?

B: Only one room

A: For how long would you be staying, Sir?

B: It is for three nights​