Unit 5
Checking out
deal with the checkout procedure
deal with the checkout procedure
An integral part of the processes for which the receptionist is responsible is the check-out of customers from the hotel. This customer service stage is the last moment of the guest’s stay, in which the guest pays for their accommodation, gives feedback on the level of satisfaction with their overall experience at the hotel and receives additional information from the staff if they need assistance to arrange transportation or any additional information.
Steps Involved in Guest Check-Out
- Greet the Guest
- Ask About the Stay
- Review Bill with the Guest
- Process Payment
- Ask About Other Services
- Thank the Customer
- Give advanced instructions for transportation
Exercise 1: Listening
Listen to the dialogue and answer the following question:
What was the payment method that the client preferred?
DIALOGUE 1:
DIALOGUE 1:A: Hello, how are you this morning?
B: Hello, fine, thank you. Unfortunately, our summer break is over as well. We would like to check out, please.
A: Good. Could I have your room number, please?
B: 317.
A: Great, thank you, Ms. Jones. While I'm preparing your bill could you please provide me with your room key.
B: Sure, you're welcome.
A: Thank you! How was your stay with us? Was everything satisfactory?
B: Great, everything was perfect!
C: Well, not everything…
A: Glad to hear it madam, it's important to us that our customers feel comfortable and satisfied. Sir, you said there were a few exceptions. Could you share them, please?
C: Yes, of course. When we checked-in you gave us information about the animation for our kids but during our stay those three days there weren’t any activities, so we're a little bit upset about that because our children expected it.
A: We’re very sorry about that, sir. There was a problem with our staff for those days so we couldn’t provide that activity for our guests.
B: I understand…
A: Your bill is ready. Would you like to review it together? Here's your itemized bill. It includes the cost of the room and a list of all the products and services that you have used during your stay in the hotel.
B: Ok. Let’s see…I think everything is right but why do we have 75 euros more? I know the price for staying and for the room services that we used. We only used sports facilities in hotels, which are free as we know. Did you charge us for late check-out? I know that we must leave our rooms till 11:00 AM, but now it’s 11:05 AM
A: No, madam, that's not a problem. It's always busy at checkout time anyway. This additional cost is for the massage that you booked on your second day with us.
B: All right, I totally forgot. Excuse me. OK, so now I understand, everything is OK.
A: Great, so it’s €315.. How would you like to pay? Cash or card?
C: We prefer via cards, thank you.
A: Ok, here's your credit card and your receipt, that shows that you have paid the bill.
B: Thank you.
A: Would you like to give us feedback in our online survey? It will take a few seconds; you only have to follow the QR code here via your mobile phone. Would you like me to call a taxi to the airport?
C: Yes, please, call us a taxi to the city center, not to the airport. We have a late flight, so we prefer to have some lunch and to visit some sights in the city. Can you recommend a good restaurant?
A: Yes, of course. You can go to the city center and there are great restaurants with local cuisine. After that you can visit the City Gallery and St. Peter's Church which are 5 minutes walking distance from the restaurants.
B: Thank you very much but how do we get to the airport from the city center? Is there a bus or do we need to take a taxi?
A: You can use both ways. There is a bus station and the bus line number is 5.
C: Ok, thank you very much for the detailed information. We'll be back next time we're in town.
A: Enjoy the rest of your holiday and have a safe trip home.
Exercise 2:
Read the dialogue and answer the following questions:
- Has the receptionist followed all the stages of the checking out procedure?
- Has the receptionist been polite or not? Why do you think so?
- What was the payment method that the client preferred?
- Has the receptionist given detailed information to the clients at the end of the conversation?
ANSWER KEY: 1. Yes. The receptionist greeted the guests, asked about their stay, reviewed the bill, offered other services, thanked the guest and gave instructions and recommendations. 2. Yes because the receptionist used polite phrases. 3. The guest paid by card. 4. Yes, the receptionist gave enough details about the restaurant and also gave directions to the airport. The guest showed appreciation for the detailed information that was given by the receptionist.
Exercise 3:
Exercise 4:
Read the dialogue and write down in your notebooks at least eight sentences from the part of the receptionist you find useful.
Exercise 5:
Work in pairs. Compare the sentences you have copied from the dialogue with your partner’s sentences. Discuss why you have chosen them.
Language at work – useful key phrases
STARTING THE CONVERSATION/CHECKING OUT
- How are you today?
- Did you rest well?
- Would you like to check out?
- You checked out earlier
- Excuse me madam/sir you checked out after recommended hour
- Could I have your room number, please?
- Could I have your room keys/card please?
PAYING THE BILL
- How would you like to pay?
- Cash or card?
RECEIVING FEEDBACK
- How was your stay?
- I hope you enjoyed your stay with us
- Was everything satisfactory?
GIVING DIRECTIONS/ENDING THE CONVERSATION
- We can recommend some…
- Enjoy the rest of your holiday
- Have a safe trip home
- We will be glad to have you visit us again.
- I hope you will be back to visit us again soon.
Exercise 6: Roleplay
Work in pairs. Act out a dialogue between a receptionist and a guest who is checking out. Make notes before speaking. Use some of the sentences you copied from the dialogue and also from the Language at work box. When you finish the conversation, swap your roles.
DOS AND DON’TS TIPS
DOS AND DON’TS TIPS- Greet the Guest
- Ask the guest about their stay.
- Always double check the bill
- Offer assistance to the guest for transfer to the airport or city center
Exercise 7:
Work in groups of four. Discuss the following question:
Why is checking out hotel guests an important stage of hotel services?