Chapter Two Reservation Desk Service客房预订部服务

Service Position服务岗位

The Reservation Desk/Room Reservation（s）/Reservations（客房预订部/订房部/预订部）is another very important position of the Front Office Department.Sometimes it is also called“the Back Office”, for most of the room reservations are always carried out in the“back place”where no guest appears.Its responsibility includes receiving, charting and storing the guests'room reservations and assigning the rooms.

Skills and Attainments服务技能与素养

The reservationists are responsible for answering questions about room reservation, accepting the room reservations（the FIT reservation, the group reservation）, changing the reservation, extending the reservation, cancelling the reservation; writing and sending out the hotel's letters of confirmation.

The reservationists must have the excellent English ability in communication.Because they often need to talk with the guests by telephone, it will be very good for them to have a nice voice, fluent and clear English and a friendly attitude.Certainly, they need to know well about the hotel（for example, the room rate, the type of the room, the services and the facilities）, the nearby places and the city very well and can answer every question from the guests.

Key Words and Expressions

Room Reservation 客房预订部

room reservation 客房预订

responsibility（n.）责任；责任心；职责，义务；负担

extend the reservation 延长预订

cancel the reservation 取消预订

chart（vt.）制订……的计划

a s sig n（vt.）分配，派给

the FIT（Free Individual Travelers）reservation 散客预订