Specially-negotiated rates

Most guests come as part of a tour, through a tour operator, or as a corporate guest. In this case a special rate will have been negotiated and will be on the computer for Reservations and the Front Office staff to access.

Card 18

From:Sunshine Holidays <sunshine@ash.com>

To:Rachel Beltran <rbeltran@yahoo.com>

Date:Wed, 20 April 2008 16:21:14

Subject:Fly-drive holiday

Dear Mrs. Beltran,

Thank you for your booking of a fly-drive holiday to Florida with self-catering apartment for 15^th May for fortnight. I am delighted to confirm your reservation.

Price for the fly-drive holiday including taxes is $543 per person.

You are leaving from London, Heathrow flight FA12375 on 15^th May, returning from Orlando flight RA89545 on 27^th May.

If any of this information is incorrect, please contact us immediately. Please come to us as soon as possible to make all the necessary arrangements.

Thank you for choosing our travel agency and I hope you enjoy your stay.

Best regards,

………………

Travel Agent

Card 19

A letter to business customers

Dear Guest,

We are pleased to announce that we have recently completed a new Business Floor in our hotel which has been designed to meet the needs of business travelers.

On the Business Floor, you will find everything that a busy executive needs: fax / copier, phones and PC with printer. A VHS players and teletext television are conveniently situated for group viewing. There is a ceiling–mounted screen for use with slide or overhead projectors, a large white maker board, a flip–chart, and supply of stationery. In addition to this, we also consider needs of businesswomen as for the location of rooms and security measures. We can offer businesswomen rooms near the lift and on one of the lower floors with full-length mirrors and a range of toiletries in the bathroom.

We look forward to welcoming you to the Premier Palace Hotel again.

Yours faithfully,

……………………

Promotion Executive

Card 20

A letter about conference facilities

Dear Client

Thank you for your letter and your interest in our hotel. It is my pleasure to send information on our conference facilities. Please, find enclosed our brochure with the derailed information and floor plan.

The hotel has a total of 700 m² of conference and banqueting space. The Conference Centre is located on the ground floor. It consists of 9 meeting rooms, including 1 ballroom which is able to accommodate up to 600 people. The room can be divided into 3 separate sections. Next to it there are 4 banqueting rooms, with capacity for about 50 people each. There are also 2 boardrooms for smaller groups. The whole conference centre is air-conditioned. 5 rooms have daylight.

We offer a full range of technical equipment including overhead projector, slide projector, microphones, flip charts, lectern, audiovisual equipment, satellite link, internet access, computer rental. The support services at our guests’ disposal include: secretarial services, conference coordinator, interpreters, printing service, florist, transportation, photographers and catering services.

Our prices are very competitive and many extras are included in the 24 hours delegate rate. We provide mineral water and daily newspapers with no additional charge. We believe we offer excellent value for money.

If you require any further information, please do not hesitate to contact me. We look forward to hearing from you.

Yours sincerely,

………………….

Conference Booking Manager

Card 21

From:Miami Autos Direct <autosdirect@ash.com>

To:Peter Brown <pbrown@yahoo.com>

Date:Wed, 05 March 2008 16:21:14

Subject:Car hire

Dear Mr. Brown,

Thank you for the Renault 5 hire for 14^th March for a week. I am delighted to confirm your reservation.

Price for the car hire is $86,90 pounds for a week including tax and insurance, which is third-party liability, damage to the vehicle, and personal accident insurance. It’s an unlimited mileage but you need to pay a $10 petrol deposit. You also need to pay the deposit for the car hire which is $45. Please, do it as soon as possible. Then you can pick up your car any time after 8 on Monday.

If any of this information is incorrect or you have any questions, please contact us immediately. Thank you for choosing our car hire agency and I hope you enjoy your car.

Best regards,

………………

Car hire agent

Card 22

Memo

It is clear that some clarification of our checking-in procedure is needed.

For all domestic and European flights, check-in is 1,5 hours before departure. For international flights, check-in is 2 hours before departure. You must check-in within the recommended time before your departure.

Your baggage must be securely closed.

Every piece of your checked baggage must be labeled with your name and destination address.

Do not carry unidentified objects for other people.

You may carry your personal items as a cabin baggage. We recommend passengers to include important documents, cash, valuable items, medication and laptops in their cabin baggage.

Do not carry items which are considered a security risk in your cabin baggage.

The departure gates for British Airways flights close 10 minutes before the aircraft departure time and late arrivals at the gate may not be allowed to board.

Card 23

Memo

It is clear that some clarification of our customs inspection procedure is needed.

When you cross the border you must fill in a customs declaration. It's recommended to declare valuable items and money you bring with you.

During customs formalities at the border you may opt for the "green" channel or the "red" one. The "red" channel, where you will be asked for a completed customs declaration, is for passengers carrying over US $1000 in cash and / or goods to declare. Otherwise, you may go through the "green" channel.

There is also a list of prohibited items you cannot import or export. You can get more detailed information about it in the customs declaration.

Do not forget to keep all the receipts for purchases you have made in the country.

Cards 24, 25

Dear Sir

Having seen your new ‘Eurobreaks’ brochure, we are writing to inform you that we would be very interested in attracting your company to this area of France and to our hotel, in particular.

We are located in an area which we believe would be very popular with American tourists, but which is relatively unknown.

We manage to attract visitors from Canada and Australia but so far there are no American operators sending people to the area.

In addition to the beautiful countryside, we have fishing, hiking, and plenty of outdoor sports activities on offer. We find that our Australian and Canadian guests really appreciate the French countryside, particularly in summer. Our hotel is one of the largest in the region and boasts 130 rooms, all with en suite facilities. To give you a clearer idea of the hotel’s appearance, I enclose an up-to-date leaflet with full color illustrations.

Manager Director

Hotel Sebastopol

Card 26

Dear Sir,

Thank you for your letter of 4^th May enquiring about possible sightseeing in Zaporozhye.

To give you a clearer idea of it I enclose our latest leaflet with the detailed information about the main sights in Zaporozhye which I hope will be of some interest to you. You will notice that we offer a wide range of possibilities to go sightseeing in Zaporozhye. We can offer you … (describe any sights in Zaporozhye you like).

I look forward to hearing from you again.

Yours sincerely,

………………….

Travel Agent

Card 27

Dear Sir,

Thank you for your letter of 4^th May enquiring about various safety procedures while traveling.

I’ll be pleased to answer your enquiry as far as I am concerned. There is no doubt that traveling around the world always involves some risk to your health and safety. However, by taking a few simple precautions, you can minimize this risk.

It’s necessary to note that if you’re going shopping, you’d better use traveler’s cheque or credit cards, and keep them in an inside pocket. You shouldn’t take large amounts of cash. As the markets are very crowded and lively you should be aware of pickpockets. You shouldn’t also attract attention to you by carrying and wearing expensive things. You’d better leave them in the hotel safe, and get a receipt for them.

Concerning your documents you should make a photocopy of your passport, and make a note of your credit card numbers.

I’d like to draw your attention that if you are driving, you must keep your car doors locked at all the times. In addition to this you should avoid driving around the poorer areas of the city that are not usually visited by tourists.

To give you a clearer idea of it I enclose our up-to-date brochure with the detailed information.

If you have any questions, please do not hesitate to contact us.

Yours sincerely,

………………….

Travel Agent

Card 28

Date:5^th March

From:Travel Agency

To:Mrs. White

Attention:

No. of pages:1

Thank you for your booking of a tour in our travel agency. I have made the changes in your tour as you requested.

So it’s a two-day Mount Cook National Park Tour for a group of 13, departing from Newmans Terminal at 8.20a.m. on Tuesday 24^th March. The motel accommodation at Mount Cook is 5 double rooms and 1 triple room.

If any of this information is incorrect, please contact us immediately. If you have any additional questions, or need to make changes to this reservation, please fax or call us. Thank you for choosing our agency and I hope you enjoy your journey.

Regards,

………………

Travel Agent

Card 29

Date:8^th March

From:Restaurant

To:Mr. Kruger

Attention:

No. of pages:1

Thank you for your table reservation for 6 people. I have reserved it for 10^th March for 6 p.m. as you requested.

If any of this information is incorrect, please contact us immediately. If you have any additional questions, or need to make changes to this reservation, please fax or call us. Thank you for choosing our restaurant and I hope you enjoy it.

Regards,

………………

Reservations clerk

Card 30

Memo

Part of doing business in a hotel means doing business over the phone. Use the following techniques.

· Always answer the call within three rings or apologize for the delay when you answer.

· Answer with a friendly greeting.

· Smile – it shows, even through the phone lines.

· When you know the customer's name, use it in conversation

· Speak clearly and slowly.

· Be polite, friendly, patient, and helpful at all times.

· When putting a caller on hold, always ask permission.

· When taking a caller off the hold, always thank them for holding.

· Before hanging up, be sure that you have answered all the caller's questions.

· Always end with a pleasantry: "Have a nice day" or "It was nice speaking with you".

· Let the caller hang up first.