Unit 2
Checking in hotel guest and giving information
check in a hotel guest
check in a hotel guest
Check-in is the process of guest registration at the reception desk. The reception staff has to create a good impression during this process. The receptionist has to go through a number of stages to follow the check-in procedure which includes the following steps:
- welcoming the guest with a smile
- requesting their names or reservation confirmation number if the guest has booked in advance or checking the availability if it is a walk-in guest
- requiring identity card or passport and making a photocopy of it
- filling in a registration card with the guest’s details
- giving information to the guest about the hotel facilities and services available,
- assigning the hotel room,
- allocating a room key card to the guest
- offering assistance with the luggage.
Vocabulary Box
MEAL PLANS
|
ABBREVIATION |
Meal Basis |
|
RO |
Room only means guests only pay for their room on booking and no food is included in the price. This meal basis is common in hotels, hostels and villas |
|
BB |
Bed and Breakfast is the most common meal basis. Breakfast is included in the room rate. There are two main types of breakfast: buffet and continental. Buffet breakfast offers a wide choice of hot and cold dishes, including cold cuts, cheese, sweets and fruit and guests can eat without limits (all-you-can-eat buffet). Continental breakfast comes in smaller portions and consists of eggs, bacon and sausage, vegetables, toast, croissants and coffee |
|
HB |
Half board basis consists of breakfast and dinner or breakfast and lunch depending on guests’ preferences. Drinks are not included at lunch or dinner. All meals are buffet self-service |
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FB |
Full board basis means that breakfast, lunch, and dinner are included in the price. As with half board, drinks are only included at breakfast, but guests have to pay extra at lunch and dinner. |
|
AI |
Making an all-inclusive reservation means that all meals are included in the price and all the soft drinks and locally produced alcoholic drinks are also included. This meal basis is common in resort hotels. They all have a similar set up: pools, beach, restaurants, bars and cafes, a fitness club, and shops all on site. |
Exercise 1: Listening
DIALOGUE 1:
DIALOGUE 1:Receptionist: A Sally Bennett: B
A: Good afternoon, Madam! Welcome to the Astra Hotel. How can I help you today?
B: Good afternoon. I’d like to check in, pls.
A: Sure! Do you have a reservation with us?
B: Yes, I do.
A: May I have your name, please?
B: Sally Bennett.
A: Can you spell your last name for me, please?
B: B-E-double N-E-double T.
A: Let me check, just a moment... Yes, Mrs. Bennett, you have a reservation for a single room for 3 nights on a Full Board basis.
B: Yes, that sounds correct.
A: Will there be any changes?
B: No, thank you.
A: Okay. Can I see your passport or ID card, please?
B: Here you are.
A: Thanks! Your room is 305. It is located on the 3rd floor, the first to the left from the lift. For your convenience, it has air conditioning, a TV, minibar and safe. Also, Mrs. Bennett, there is a gym and a spa center on the hotel grounds that you can use from 8 am to 8 pm, completely free of charge. The spa offers various services such as a salt room, sauna, steam bath and hot tubs. In addition, you can take advantage of having a massage, which, however, is charged extra. This brochure describes the different types of therapies and their prices. It is important to know that if you want a massage, you need to book at least two hours in advance, here, at the reception, or in the SPA center, which is located on level -1.
B: Ok, I'll have a look, thanks!
A: Breakfast, lunch and dinner are served in the buffet restaurant, which is on level 2. Breakfast is served from 7:30 to 10:30 a.m., lunch from noon to 2 p.m. and dinner from 6 to 9 p.m. You could also visit the Astra Restaurant for dinner. However, you need to book in advance. Besides these two restaurants, there are two bars where you can relax at your leisure. We also offer Room Service, which you can take advantage of around the clock.
B: Yes, I read about this on your website, thank you.
A: If you need a parking space, our staff can park your car at the hotel parking for you, too.
B: Oh, that would be nice, thank you. Here are my keys. My car is a white Ford Galaxy and it’s currently parked just outside the hotel.
A: Sure, you’re welcome. Here’s your key card and hotel passport. Shall I call the porter to take your luggage to the room?
B: Yes, please.
A: OK, Mrs. Bennett, I’ll call the porter to assist you. If you need anything, you can always ask for help at the reception, in person or by phone. There’s one in your room. Enjoy your stay with us.
Exercise 2: Read the dialogue and answer the following questions:
- Has the receptionist followed all the stages of the registration procedure?
- Has the receptionist been polite or not? Why do you think so?
- What hotel facilities has the receptionist mentioned?
ANSWER KEY: 1. Yes. 2. Yes. Because the receptionist used polite language/phrases. 3. Restaurants, bars, a car parking, a spa center with a salt room, sauna, steam bath, and hot tubs.
Exercise 3: Reading
Read the dialogue between the receptionist and the hotel guest and answer the following questions:
- What type of room is the man looking for?
- Did he manage to find such a room?
ANSWER KEY: 1. A double room. 2. No, no rooms were available.
DIALOGUE 2:
DIALOGUE 2:Asking for a room at a hotel
Receptionist: A Walk–in guest: B
A: Good afternoon. May I help you?
B: Yes, I need a double room for tonight and tomorrow, please.
A: Do you have a reservation?
B: No, I'm afraid I don't. I was just passing by, and I liked the look of your hotel.
A: I'm very sorry, Sir, but we are fully booked. It’s high season right now. Is there anything else I can help you with?
B: Oh! That’s a shame. Well, do you know if I could find another hotel in the area?
A: Yes, Sir. In fact, you can check if there are rooms available in the Star Hotel, it’s the biggest one in this area. It’s pretty good and just across the street. You can’t miss it.
B: OK. I'll try that. Thank you kindly for your help.
A: You’re welcome. Good luck, Sir, and have a good day!
B: You too.
Exercise 4:
Answer the following questions:
- Was the receptionist polite and helpful? How do you know?
- What is the expression in the dialogue which means ‘no hotel rooms are available’?
ANSWER KEY: 1. Yes. Because the receptionist used polite phrases and tried to help the guest, recommended another hotel and gave directions. 2. Fully-booked.
Vocabulary box
Hotel facilities
car park, disabled facilities (wheelchair access), safe deposit box, air-conditioning, high speed internet available, free parking, business center/ conference facilities, lifts, gym/fitness center, indoor swimming pool, outdoor swimming pool, sauna, steam room, salt room, play area, restaurant, bar, night club
Adjectives describing hotels
Negative: run-down, shabby, filthy, cramped, tasteless
Neutral: average, modest, decent, modern, old-fashioned, reasonable, acceptable
Positive: spacious, luxurious, cozy, romantic, charming
Exercise 5:
Exercise 6: Speaking practice
Work in pairs. Choose one of the tasks. Make sure you use some of the words in the Vocabulary Box and make notes before speaking.
- Describe a hotel you have visited recently: name the type of hotel, its general facilities and services
or
- Imagine you are going on a trip. Why are you travelling?
Think of an ideal hotel for your trip and describe it. What type of hotel is it? What facilities and services does it offer?
Exercise 7: Group work
In groups of four take turns asking your partners about the hotel facilities in the hotels you have described in exercise 6.
Language at work 1 – useful phrases
Checking in hotel guest and giving information
(Filling in the information about the guest and the reservation, giving information about the room and the hotel)
- Good morning/afternoon/evening. Welcome to the (name of the hotel)
- How can I help you?
- Do you have a reservation with us?
- Let me check if that’s possible. One moment, please.
- You’ve reserved a (type of room) for two nights.
- There are only a few rooms left.
- So, that’ll be three nights checking in on 14th July and checking out on 17th July.
- Unfortunately, there aren’t any double rooms available.
- I’m sorry but we are fully booked for tonight.
- Can/Could/May I have your name/ phone number/ address, please?
- Could you please fill out this registration form?
- Could you sign right here, please?
- Our rack rates are € … for a double room. (* rack rate the official or advertised price of a hotel room, on which a discount is usually negotiable)
- Our standard check-out time is…
- Your room number is…
- Here is your room key card.
- Is there anything else I can help you with?
- The bar/ restaurant opens at…
- The car park is…
- Take the lift to…
- Turn left/ right
- Walk along….
- Go past/ across/ through….
- Enjoy your stay and thank you for choosing the …. Hotel. / Enjoy your stay with us.
Making requests using modal verbs CAN, COULD or MAY
- Can I see your passport or ID card?
- Could I see your passport or ID card? (For making more polite requests)
- May I see your passport or ID card? (For making polite and formal requests)
Making offers with the modal verb SHALL
- Shall I call the porter to take your luggage to your room?
Exercise 8:
Exercise 9:
Exercise 10: ROLEPLAY
Work in pairs: student A and student B. Use your role cards to make dialogues. There are two role cards for each partner. Use some of the sentences from the Language at work box.
Role card 1 Student A Check-in
- You are a receptionist at the Star Hotel
- Confirm that the guest’s reservation is a single room for three nights
- There are double rooms available, and the upgrade is possible for free because of the law season (A hotel room upgrade is a change from a basic or standard room to a room or suite with better amenities or qualities.)
- Breakfast is not included in the reservation
- Try to sell the guest the hotel’s buffet dinner. There is a 10% discount on the buffet dinner this week
The guest’s room is on the second floor
Role card 2 Student A Check-in
- You are a guest checking into the Sun Hotel
- Your name is Tina Jones
- You reserved a suite for four nights
- You want an early check-in
- You agree to wait at the lounge bar until your suite is ready
You want a wake-up call at 7.30 a.m. tomorrow
Role card 1 Student B Check-in
- You are a guest checking into the Star Hotel
- Your name is James Hunt
- You reserved a single room for three nights but want to get an upgrade, now you need a double room with a sea view (A hotel room upgrade is a change from a basic or standard room to a room or suite with better amenities or qualities.)
- You want to have dinner in the hotel restaurant tonight
You have two heavy suitcases and need help
Role card 2 Student B Check-in
- You are a receptionist at the Sun Hotel
- Confirm that the guest’s reservation is a suite for four nights
- You check the suite availability for an early check in, but the suite hasn’t been ready yet and you can’t offer an early check-in. You suggest that the guest can leave her luggage at the reception and wait at the lounge bar (The lounge is an area meant for relaxing which is normally located near the reception area)
- Breakfast is included in the reservation. Breakfast time is from 7:30a.m. to 10 a.m. in the buffet restaurant on the ground floor
The guest’s room is on the fifth floor.
Mind your body language
Apart from polite phrases you use, your body language is extremely important while communicating with your customers. Body language consists of your posture, the movements of your arms and hands (gestures), your face expression (your smiles or frowns) etc. It expresses feelings and attitudes through body movements and positions and shows clearly if you are interested or bored.
DOS AND DON’TS TIPS
DOS AND DON’TS TIPS- Keep eye contact for a few seconds when meeting a hotel guest since it shows that you are interested in real communication and builds trust.
- Smile genuinely and politely to build rapport with the hotel guest.
- Don’t over gesticulate.
Exercise 11: Self practice
- Recorded dialogue Listen to the dialogue with pauses for speaking practice. First take the role of the guest, then the role of the receptionist during the pauses.
- Research: Find useful information about a hotel in your city/ region. Describe the hotel facilities. Decide what kind of guests you can recommend this hotel to. During the next lesson present the hotel to your classmates and teacher.