Hotel English ——NingXia Vocational and Technical College of Industry and Commerce

Chapter3 Receiving Guests at the Front Office

Lesson Plan Introduction Case study Hotel vocabulary Listening Situational conversation Practice Homework

Objectives: At the end of this chapter, student should be able to: 1.Memorize the specialized terms and expressions 2. List check in procedure 3. Tell the necessary points in a registration form 4. Role play the dialogues 5. Check guests in

introduction 1. When does the check-in take place? 2. What is the role of the check-in in the hotel business? 3. What is the important information needed in the check-in?

Duties of the Receptionist Assign rooms and issue room keys; Check with the housekeeping departments that rooms are ready for occupation; Liaise with the bell desk to deliver luggage to the rooms; Note requests for wake-up calls, transport arrangements and other general enquiries; Settle guests’ complaints with tack and diplomacy; Communicate with other departments regarding group and VIP check-ins.

Basic Procedures for Check in Greetings 向客人问好，对客人表 示欢迎。 Confirming reservations 确认客人 有无预订 Registering 填写住宿登记表 payment 确定付款方式 Room card 填写房卡 Informing housekeeping 将客人的 入住信息通知客房部 Billing 制作客人账单

Types of room rate rack rate : tariff 基本房价 / 标准价 extra rate: 追加房价 (day charge 白天租用价 ; rate for extra bed 加床价 ; midnight charge 深夜房价 ; hold –room charge 保留房价 ; time charge 钟点价 ) special rate: 特别房价 (group rate 团队价 ; family plan rate 家庭租用价 ; package plan rate 包价 ; discount rate 折扣价 ; complimentary rate 免费 ) contract rate: 合同房价

Case Study — Dialogue1

 Vocabulary receive a guest with a reservation check in make a reservation reserve a single non-smoking room room rate service charge fill out the registration form sign your name carry your suitcase

 Listening1 Pre-listening questions 1.What kind of room has the guest booked? 2.What does the receptionist ask the guest to fill out?

Staff: Good morning. May I help you? Guest: Yes. I’d like to check in, please. Staff: __________________________________? Guest: Yes, my name is Smith, Tom Smith. I made a reservation ten days ago. Staff: Fine. Just a minute, please----.You’ve reserved______________________. The room rate is______________________,___________________. Is that right? Guest: Yes, that’s right. Staff: hank you. __________________________________________? Guest: Yes, I ‘ll take care of it----Is that OK? Staff: Yes. Please ______________. May I ________________? Guest: Here you are. Staff: Fine. Your room number is 707. Here is___________________. The bellboy will help you to________________________. I hope______________________. Guest: Thank you very much. Staff: My pleasure.  Listening2 Fill in the blanks (as it is showed below)

Situational conversation study Professional routines Useful expressions

Professional routines ( Detailed Procedures for FIT Check in) Greet the guest (by name for returned guest) upon arrival. Check the guest’s reservation against “today’s expected arrival list/the computer. Present the Registration Card together with the hotel pen to the guest for registration. (pre-register for returned guest.) Go through the completed Registration Card to make sure every column is properly filled (to avoid query later on) and check the passport. Ask the form of payment he/she will be making. Get a right type of room which the guest request. Double check the room key for the right room NO. Inform the guest of his/her room NO. (do not announce the room NO. while others are near, especially important for the security of female guests) Give a key card to the guest, explain the room rate to the guest. Offer bell service to the guest and room showing. Thank the guest for selection our hotel and wish a pleasant stay.

Useful expressions For Getting information about a reservation What name was it, please? In whose name was the reservation made? What name is the reservation under? How do you spell your name, please? Would you like to register, please? Could you fill in this form, please? Would you please complete this registration form ？ May I see your passport, please? We need it for registration. What’s your occupation, please? Could you please sign here?

Practice Role-play Let the students work in pairs: One of them does the receptionist and the other one does the guest to check in.

Case Study Dialogue2

Vocabulary a walk-in guest extra charge 10% discount on the seventh floor enjoy your stay

Listening1 Pre-listening questions 1. How much discount will the guest get? 2. How much will the guest pay per night?

Staff: Good evening, sir. ______________________? Guest: Yes. I want a room in your hotel. Staff: _____________________________________? Guest: I’m afraid not. Staff: Then _______________________________________, sir? Guest: A single room, please. Staff: __________________________________________? Guest: Any extra charge for a smoking room? Staff: No, sir. Guest: In that case, I want a smoking room. How much do you charge for a single room per night? Staff: RMB600. Guest: Is there any discount if I stay here several days?. Staff: _____________________________? Guest: Seven days. Staff: _____________________________. Guest: Thank you, I’ll take it. Staff: _____________________________? Guest: Is that right? Staff: Yes. Here is your key.___________________.It’s __________________.and_______________. Have nice evening and enjoy your stay.  Listening2 Fill in the blanks (as it is showed below)

 Situational conversation study Professional routine Useful expressions

Professional routines Detailed Procedures for the Walk-in Guest if Rooms Are Available Ask the guest what type of room does he/she want and how long if he/she going to stay. If the guest walk-in without any luggage or light luggage, ask them to pay the deposit in a polite way. Even the Credit Card has been imprinted, ask the walk- in guest to sign the imprint. (if possible) Other procedures will be same as a guest who is holding a reservation.

Professional routines Detailed Procedures for the Walk-in Guest if No Rooms Are Available Inform the guest no rooms available politely. We can put the guest on the waiting list and ask him/her to double check with us later of the day. Assist the guest to make a reservation with other hotel. Apologize to the guest and wish him/her could stay with us next time.

Useful expressions (For Making a suggestion) If you like, the bellboy will show you up to your room. I am afraid that your room is not ready yet, would you mind waiting, please? Our check-in time is 2 o’clock. Would you mind waiting until then?

Practice Role-play Let the students work in pairs: One of them does the receptionist and the other one does the guest without a reservation to check in.

Case Study Dialogue4

Vocabulary CITS name-list group visa morning call service breakfast voucher

Listening1 Pre-listening questions 1.How long will the group stay? 2.Will the members of the group fill out the registration form individually?

Staff: Good morning, sir. ______________________? Guest: Yes.I’d like to check in. Staff: _____________________________________? Guest: Yes. The Guilin CITS has booked 20 rooms for us. Staff: _______________________________________? Guest: The US Teachers Association Delegation. Staff: ___________________________.Yes. 20 _______________. Guest: That’s correct. Here is the name-list with the group visa. Staff: Thank you. Here are the keys to the rooms.________________________________? Guest: Yes, please.8:00 a.m. for tomorrow morning and 9:00a.m. for the rest of the days. Staff: _____________________________. The breakfast will be served at the Imperial Hall on the second floor. Guest: Thank you. Staff: _________________.  Listening2 Fill in the blanks (as it is showed below)

Situational conversation study Professional routine Useful expressions

Professional routines (Some headings on the check-in forms ) Surname Family name First name (Forenames, prenames) Occupation Nationality Place of birth Next destination Method of payment Occupants (of a room)

（ Registration Form ） ACCOUNT NUMBER ARRIVAL DATE DEPARTURE DATE ARRIVAL TIME NO.OF ROOMS ROOM TYPE DAILY RATENO.OF GUESTSADVANCE DEP ROOM NO.PACKAGE PLAN SURNAMEFIRST NAME CURRENT RESIDENCE /COMPANY ADDRESS PASSPORT NO. DATE/PLACE OF ISSUE NATIONALITYDATE OF BIRTH COMPANY/CONVENTIONOCCUPATION NEXT DESTNATIONNAME OF HOTELCHECK OUT TIME 12 NOON METHOD OF □ □ □ □ □ □ □ □ □ PAYMENT CASH VISA MASTER AMEX DINERS CARTE VOUCHER COMPANY OTHER CARD CLUB BLANCHE ACCOUNT EXPIRY DATE IMPORTANT: Guests are requested under Section 32(3) Hotel Licensing Regulation to produce their passports to the Hotel Clerk or Receptionist. The hotel liabilities for valuables are governed by Section 3 Innkeepers Act Chapter 36. Guests are advised to read the notice at the Reception Desk. CREDIT CARD / VOUCHER NO. SIGNATURE ROOM NUMBER RATE ARRIVAL DATE DEPARTURE DATEIf there is any change in the information presented above, please notify front desk clerk. CHECK-OUT TIME:12NOON.

Professional routines Detailed Procedures for the Walk-in Guest if No Rooms Are Available Inform the guest no rooms available politely. We can put the guest on the waiting list and ask him/her to double check with us later of the day. Assist the guest to make a reservation with other hotel. Apologize to the guest and wish him/her could stay with us next time.

Useful expressions (Asking the guests to do something) Could you please fill in this registration card? Please complete this registration card. Please remember to carry your key card at all times. Please don’t forget to keep your key card with you. 陈喜平

Practice Role-play Let the students work in pairs: One of them does the receptionist and the other one does the tour guide to check in.

Role-play C= Front Office Clerk G=Guest G: You arrive at the hotel after an exhausting tour and want to check in quickly. But you are confused about the registration form. So you ask the receptionist for help. C: You help the guest complete the form quickly with empathy, and accomplish the task. Homework

Thank you very much!