Making a Reservation maksudnya adalah memesan kamar Hotel atau penginapan lainnya.

Pemesanan Kamar dapat dilakukan langsung atau melalui telepon. Melayani pemesanan kamar
merupakan hal yang perlu dilakukan. Orang-orang yang bekerja di garis depan atau orang yang
pertama sekali melayani tamu, adalah orang-orang yang menentukan dan merupakan cerminan
dari semua orang yang bekerja di Hotel tersebut. Oleh karena itu, gunakan bahasa dan ungkapan
yang baik sebagai bentuk Pelayanan Prima (Service Excellent) bagi tamu Hotel Anda.
Berikut ini adalah contoh-contoh ungkapan ataupun percakapan conversation bahasa
inggris yang sering digunakan baik bagi resepsionis atau tamu Hotel.

 Vocabularies dealing with reservation

 Receptionist (n)
 Guest (n)
 Room (n)
 Single room (n)
 Double room (n)
 Executive room (n)
 President suite (n)
 Family room (n)
 Reserve (v)
 Book (v)

 Ungkapan Yang Sering Digunakan Oleh Resepsionis

 Enterprise Hotel, Lisa speaking. How can I help you? Hotel Enterprise. Dengan Lisa di
sini. Ada yang bisa saya bantu?
 What date are you looking for? Mau pesan kamar tanggal berapa?
 How long will you be staying? Mau menginap berapa lama?
 How many adults will be in the room? Orang dewasanya berapa orang?
 I’m afraid we are booked that weekend. Kalau minggu ini, semua kamar sudah dipesan.
 There are only a few vacancies left. Masih ada beberapa kamar yang kosong.
 We advise that you book in advance during peak season. Kami menyarankan Anda
memesan kamar lebih cepat pada masa-masa puncak liburan.
 Will two double beds be enough? Apakah double bed cukup?
 Do you want a smoking or non-smoking room? Mau kamar yang bebas rokok atau tidak?
 The dining room is open from 4 pm until 10 pm. Restoran buka dari jam 4 sore sampai
jam 10 malam.
 We have an indoor swimming pool and sauna. Hotel kami memiliki kolam renang di dalam
hotel dan sauna.
  We serve a continental breakfast. Kami melayani sarapan masakan Asia.
 Cable television is included, but the movie channel is extra. TV Kabel sudah termasuk
dalam biaya, namun channel Film ada biaya tambahan.
 The rate I can give you is 99.54 with tax. Saya bisa memberikan harganya 99,54, sudah
termasuk pajak.
 We require a credit card number for a deposit. Kami butuh nomor kartu kredit untuk
deposit (sejumlah uang yang digunakan untuk panjar hotel. Jumlah Deposit bisa saja lebih dari
biaya hotel, dan akan dikembalikan pada saat check out)
 Ungkapan Yang Sering Digunakan oleh Tamu Hotel
 I’d like to make a reservation for next week. Saya mau pesan kamar untuk minggu depan.
 Is it necessary to book ahead? Perlu pesan kamar dulu?
 Do you charge extra for two beds? Ada biaya tambahan untuk 2 kamar tidur?
 Do you offer free breakfast? Sarapannya gratis?
 Is there a restaurant in the hotel? Ada restoran di hotel Anda?
 Do the rooms have refrigerators? Ada kulkas dalam kamar?
 Is there an outdoor pool? Ada kolam renang yang diluar ruangan?
 Do you have any cheaper rooms? Ada kamar yang lebih murah?
 When is it considered off- season? Kapan yang dianggap bukan musim yang padat?
 Expression dealing with Handling complaints
o Excuse me. I have a problem with my phone I bought in your shop yesterday.
o I apologize for your inconvenient.
o I am very sorry, Sir
o We will check it first.
o We will repair it soon.
o I received my order from your boutique. But there is no belt here. You know, the gown will be
imperfect without the belt.
o I have registered my cell phone number, but why do you cut the net
o You are right, we will change it.
o We will continue your problem to our manager.
o Well, thank you for your attention
o You are welcome

Contoh percakapan tentang handling complaint

Complaint Dialogue In Aston International Hotel

Percakapan mengenai Keluhan Tamu pada Hotel Aston Internasional
F : Good Morning Sir. May I help you?
S : Actually, I just got the news that my flight will arrive at 4.30 PM but it supposed to come at
10.00 AM. I am 60 years as you see, so it will be so difficult for me to wait in the airport for such
a long time. I want to occupy your room till the afternoon.
F : Sir, you are lucky as we don’t have any booking of that room till afternoon. But sir, as you
know, 12.00 PM is our last check out time and if you like to stay more then you have to pay for
that.
S : What ??? (with the loud voice). What the hell are you talking? Why I have to pay?
F : Sir, it is the rule. Sir, you will be happy to hear that you will not have to pay full room rent.
If you stay till afternoon then you will be charged only 50% of the room rent.
S : Hey men. Don’t you know I have settle my account already?
F : Yes… Sir… But …
S : What but? Listen…..hey listen to me. I will not pay a single cent for 4 hours. Are you deaf?
I will not pay anymore. Is it clear to you?
F : Sir, I really understand your problem. But I am afraid I have nothing to do. 12.00 PM is
our last check out time and if you want to stay more you have to pay, that is the rule we have for
all our guest.
S : I have been staying in this hotel for 3 days. Your service is so poor. I will complaint against
you.
F : We are very sorry Sir. OK… I can do one favor for you.
S : What ???
 F : Sir, after 12 you can leave your baggage to us and enjoy in our lobby. And you will not be
charged anymore.
S : Damn it man! You people are mad. Listen to me clearly. I know how hard to earn money.
I will not pay anymore for 3 to 4 hours.
F : Sir, you can really enjoy in our lobby for the rest of the time.
S : No….never. I like to sleep in my room till 3 PM and I will never pay anymore.
F : Then Sir please be seated in our lobby. I am calling our manager. He is the right person
to solve your problem. Please be sited there. Our manager will come within 5 minutes.
S : Ok, I am waiting. Let him come and talk to me.
F : Thank you Sir for your patience !

 Expressions dealing with arrangement

o What will you do on Holiday?
o I am going to go picnic.
o What about tonight?
o How about tomorrow?
o I’m sorry. I have got something to do tomorrow. What about Sunday?
 Expressions dealing with confirmation and cancellation:
o I’d like to confirm my flight to Singapore.
o I regret to tell you that I have to cancel our appointment.
o I’m afraid I have to cancel my flight.