1. 1 General Education Office IHM.316 / ILA2401 English for the Hotel Business Unit 4: Reservations and Check-In

2. 2 Staying in Hotels Can you name recognise these hotel brands?

3. 3 Objectives The objectives of this unit are…. 1. Language Focus: Reservation and Check-In Procedures 2. Vocabulary Focus: Reservation and Check-In Documentation/Policies The purpose of this unit is to understand the importance of booking hotel reservations and checking-in policies and procedures.

4. 4 Aims To meet these objectives we will: –Review Reservation Documents –Review Reservation Procedures –Practice short answers and tag questions –Listen to and practice telephone reservations –Discuss the impact of ICT and Internet technology developments –Discuss the advantages/disadvantages of Web based systems

5. 5 Documentation Identify these different types of hotel documents. Hotel Register Reservation Card Guest Reservation Diary Index Reservation Chart Guest Room Status Board History

6. 6 Documentation Know the different types of documentation. Reservation Card Records all arrivals as they occur and gives details of all current and past guests. Guest History Records all previous visits to the hotel for any individuals and contains important statistical reservation and revenue data. Hotel Register Records all arrivals as they occur and gives details of all current and past guests. Room Status Board Shows all rooms by room number and floor, and gives the current and projected status of all rooms on a particular day, with details of occupation. Reservation Diary Records all bookings by date of arrival and shows all arrivals for a particular day at a glance. Guest Index Lists all current guests in alphabetical order with their room numbers and provides an additional quick point of reference in larger hotels. Reservation Chart Provides a visual record of all reservations for a period and shows at a glance rooms reserved and those remaining to be sold.

7. 7 Listening Listen to two callers phoning the Hotel Melissa to make reservations. Complete the information in the chart on Page 43 Caller 1Caller 2 Name of guest(s) Arrival Date No. of Nights Room Type Company/Individual Stayed before Method of Payment Credit card no Address Reservation No Special Requests

8. 8 Language Study Short Answers Look at how the callers give short answers to the questions of the reservation clerk: Have you stayed with us before? – No, I havent. Will you be paying by credit card? –Yes, I will. You have an account with us, dont you? –Yes, we do. Using short answers, answer the questions on Page 44.

9. 9 Reading - Lodgistix Lodgistix This name is a play on words. Which 2 words? 1) 1)Read the text on page 46 and match each paragraph with one of the summary sentences below. Dont worry if you cant understand every word – just try to understand the general meaning. 2) 2)Find words in the text which mean the same as the definitions on page 47.

10. 10 Language Study Tag Questions Notice the way we use tag questions to ask for confirmation. It was Miss King, wasnt it? You have an account with us, dont you? But the guests havent stayed with us before, have they? Using tag questions, answer the questions on Page 45.

11. 11 Reservation Procedures Use this chart for understanding how to handle phone reservations. Write down what the hotel employee says for each of the numbered stages. 1 2 3 4 5 6 7

12. 12 Reservation Procedures 7 8

13. 13 Reservation Procedures 8 10 9 11 12 11 12 13

14. 14 PRACTICE IT! Working with a partner, use the chart for handling phone reservations on slides 5, 6, and 7 to create your own mock reservation dialog conversation. One person must be the receptionist, and the other person must be the guest booking the reservation. You must create complete sentence answers for each section modeled using your own ideas, including the hotel and reservation details. Prepare your mock phone reservation to present in front of the whole class and your instructor.

15. 15 Developing Technologies Information and Communication Technology (ICT) has allowed for major developments in the information handling involved in hotel reservations. Local SystemDistributed System WW W

16. 16 Developing Technologies The Internet / World Wide Web allows for a large number of communications advantages for online reservations. WW W Front Office Travel Agent Home Guest Mobile Guest Payment Gateways Corporate Office for Chain Hotels

17. 17 Web based Technologies Web Based Booking Systems Browser Based Form Based Browser Personal Data Cache (Autofill-Personal Details) Two types: http://www.hotelbookingsoft.com/index.php/en/ Property ID: 2 User: GoReserva-cZlnJN Pass: 45SDascZlnJN Integrated ReservationsOutsourced Reservations (3 rd Party)

18. 18 Integrated Reservations Advantages of Integration Seamless within site design (Retain Corporate Style / Branding) Local site admin/hotel admin Lower start-up cost Minimal usage cost Advantages of Integration Seamless within site design (Retain Corporate Style / Branding) Local site admin/hotel admin Lower start-up cost Minimal usage cost Disadvantages of Integration Technical Skill Creativity / Functionality Risk – financial security (SSL) Disadvantages of Integration Technical Skill Creativity / Functionality Risk – financial security (SSL)

19. 19 Outsourced Reservations Advantages of Outsourced Secure SSL Data transfer Data protection Guarantee Possibly Higher Visibility (SEO) Advantages of Outsourced Secure SSL Data transfer Data protection Guarantee Possibly Higher Visibility (SEO) Disadvantages of Outsources Higher Start-up Cost Ongoing Usage Cost (per use) Loss of Design Control (Corporate Styling/Branding) Disadvantages of Outsources Higher Start-up Cost Ongoing Usage Cost (per use) Loss of Design Control (Corporate Styling/Branding)

20. 20 Outsourced Reservations – further functions Central Reservation System

21. 21 OpenTravel is comprised of companies representing airlines car rental firms hotels cruise lines Railways leisure suppliers service providers tour operators travel agencies solutions providers technology companies distributors Tens of thousands of OpenTravel message structures are in use, carrying tens of millions of messages between trading partners every day.

22. 22 Hotel Reports – a simple example Daily Arrival List

23. 23 Hotel Reports – Front of House / Sales

24. 24 Hotel Reports – Back of House Management Information Systems Decision Support Systems

25. 25 Summary Today we have: –Reviewed Reservation Documents –Reviewed Reservation Procedures –Practiced short answers and tag questions –Listened to and practiced telephone reservations –Discussed the impact of ICT and Internet technology developments –Discussed the advantages/disadvantages of computer and Web based systems