Chapter Two Reservation Desk Service客房預訂部服務

Service Position服務崗位

The Reservation Desk/Room Reservation（s）/Reservations（客房預訂部/訂房部/預訂部）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服務技能與素養

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 客房預訂部

room reservation 客房預訂

responsibility（n.）責任；責任心；職責，義務；負擔

extend the reservation 延長預訂

cancel the reservation 取消預訂

chart（vt.）制訂……的計劃

a s sig n（vt.）分配，派給

the FIT（Free Individual Travelers）reservation 散客預訂