2 Project 1.2 Hotel check in
Project 1.2 Hotel check in Contents 1 Warming-up 1 2 Text Explanation 3 Case Study 4 Assignment 5 Additional Information Warming-up Discuss the following questions in groups and report your answers to the class. 1. What should a guest do when he / she arrives at the hotel? 2. What should a guest do if the hotel has sold the reserved rooms to other guests or the reserved double rooms are changed to triple rooms, and no double rooms are available? 3. What sort of hotel do you prefer? Text Explanation Listening Listening Comprehension Dialogue Role Play Reading Listening Comprehension Receptionist (R): Good evening, sir. How may I help you? Guest (G): I’d like to________________. check in R: Have you made a_____________, sir? reservation G: Yes, I have reserved a___________________ deluxe yesterday. single room R: May I have your name, sir? G:._____________________ Peter Anderson R: Thank you, Mr. Anderson. Wait a moment, please. Let me check the reservation record…. Thank _____________________ you for your waiting So you’ve reserved a deluxe single room for the nights from _____________ February 14th to 16th. The room rate is _________yuan per night. Is that correct? 500 G: Yes. R: Could you fill out the____________________, please? registration form G: OK. Dialogue One Receptionist (R): Good afternoon, sir. How may I help you? Guest (G): I’m Andrew Scott. I have made a reservation with you. Here’s the confirmation notice. R: Thank you, Mr. Scott. I’ll check the reservation record. Wait a moment, please… Sorry to have kept you waiting. According to our record, your reservation is for a double room from March 20th to 24th. The rate will be 90 dollars per night. Is that right? G: Yes. R: Could you fill out the registration form, please? G: OK. R: Thanks. Could I see your passport, please? G: Yes, here you are. Dialogue One R: Thank you, Mr. Scott. Here is your passport. How would you like to settle your bill? G: By credit card. R: May I take a print of your card, please? G: Sure. R: Thank you, Mr. Scott. Your room is 1012 on the tenth floor. Here is your receipt, and this is your key card. Please keep them. The bellman will show you up to your room. Anything else I can do for you? G: No more. Thank you. R: You’re welcome. We hope you’ll enjoy your stay with us. Dialogue Two Guest (G): Excuse me, could you fill in the registration form for me? I can’t see the words clearly because I have rather poor eyesight. Receptionist (R): Yes, sure. May I have your name, please? G: Anthony Smith. That’s A-N-T-H-O-N-Y for Anthony. R: Thank you, Mr. Smith. Now let me fill in the form item by item for you. Today is April 11th. On which date are you leaving? G: The 14th. R: What’s your nationality? G: American. R: Can you tell me your birth date? G: October 16th, 1958. R: And your address? Either your current residence or company address is okay. G: 41 Sheraton Street, London. S-H-E-R-A-T-O-N for Sheraton. Dialogue Two R: May I know your occupation and your company’s name? G: I’m a journalist from the newspaper of London Daily. R: Can you give me your passport number, date and place of issue? G: It’s 0981472, November 2007, and London. R: May I know your next destination? G: Eh, I may go to Shanghai. R: Thank you. How are you going to pay? In cash, by credit card, transfer or others? G: By credit card. R: Very good, Mr. Smith. You need one single room and I have put you in room 916 and the rate is 360 yuan. Now please sign your name here. G: OK. Role Play Role-play the following group check-in situation according to the steps provided in the boxes. Receptionist: Greet and welcome the guest. Confirm reservation details with the guest. Ask the guest to show the group visa. Ask the guest to fill in the registration form. Tell the guest the room allotment and room numbers. Give the guest room cards and keys. Tell the guest that the bellmen will help them with their baggage. Wish the guest a nice stay. Miss Brown: Greet. Tell the receptionist the reservation information. Give the receptionist the group visa. Fill out the registration form. Tell the receptionist that you hope the tour group can be arranged on the same floor. Get the room cards and keys. Express thanks. Reading 1 The Receptionist’s Work When a guest arrives at the Front Desk, the receptionist greets him/her and asks if he/she has made a reservation or not. For the guest with a reservation, the receptionist should confirm with him/her the reservation details, such as room type, room rate, length of stay, etc., and then give out a registration form to the guest to fill out. 2 For the walk-in guest , the check-in procedures may take a little longer time. The same questions asked by a reservationists in the reservation process must be asked by the receptionist, for example, how many nights, how many people in the party, what kind of room, etc. The receptionist should also check the guest’s requirement against the room availability in the hotel’s reservation system. After the guest decides to take a room in the hotel, the receptionist then gives out the registration form and continues the check-in procedures. Reading 3 When the guest completes the form, the receptionist must have a check and make sure that such information items as the guest’s full name, address, nationality, purpose of his/her visit and signature are entered correctly. If the visitor is a foreigner, information about his passport number, place of issue and date of issue also needs to be recorded. 4 After registration, the receptionist tells the guest his/her room number and the floor it is on, then gives the guest his/her room card and key card which were prepared while the guest was completing the registration form. The room card has the effect of being the identity card for the guest during his/her stay. Finally, the receptionist should wish the guest an enjoyable stay at the hotel. Reading 5 With the formalities concluded the receptionist will inform the bellman to carry the baggage and show the guest to his/her room. And the receptionist will check all the paperwork undertaken on the guest’s arrival once again and make sure that the computer details are all correct. 6 Besides checking in guests, the receptionist is also responsible for answering any questions from the guests, helping them with any problems that they may have, answering telephones, taking messages for the guests, and handling complaints from unsatisfied guests. Exercise Translation 1) I am writing to confirm a booking for a single room for the night of June 6th. Chinese 我写信是想确认一下我预订的6月6日晚的一个单人间。。 Exercise Translation 2) The hotel is hiring additional staff to make check-in easier. Chinese 这家酒店额外雇佣了一些员工，使入住变得更加简便。 Exercise Translation 3) There is a set procedure for making formal complaints. Chinese 要正式提出投诉是有固定程序的。 Exercise Translation 4) The manager’s signature was just a formality. Chinese 经理的签字只是一道必须履行的手续。 Exercise Translation 5) The headmaster handled the situation very well. Chinese 校长很好地处理了情况。 Exercise Translation 6)我对这家旅馆没什么不满意的。 English I have no complaints about the hotel. Exercise Translation 7)我想如果他们拒绝我，我会受不了的。 English I don't think I could handle it if they turned me down. Exercise Translation 8)航空公司对乘客的安全负有法律责任。 English The airline is legally responsible for the safety of its passengers. Exercise Translation 9)你需要在航班起飞前两个小时 办理登记手续。 English You need to check in two hours before the flight. Exercise Translation 10) 如果地址有变，请尽快通知我们。 English Please inform us of any change of address as soon as possible. Case Study Peter Anderson reserved a deluxe single room yesterday. Now he comes to the Front Desk to check in. Make up a conversation similar to the one in Task 1 with the expressions given in the box, and then act it out in pairs. Have you made a reservation, sir? So you’ve reserved… for the nights from… to... The room rate is 500 yuan per night. Is that correct? How would you like to pay? In cash, by credit card or with traveler’s check? Your room is… on the… floor. The bellman will carry your baggage and show you up to your room. Yes, I have reserved a deluxe single room yesterday. Peter Anderson. Yes, here you are. By credit card, please. No more. Thank you. Assignment The following is a hotel registration form. Please fill in the form with the information given in the conversation in Dialogue 2. REGISTRATION FORM ROOM NUMBER RATE ARRIVAL DATE DEPARTURE DATE If there is any change in the information presented above, please notify Front Desk clerk. CHECK-OUT TIME: 12 NOON Additional Information REGISTRATION FORM CURRENT RESIDENCE/ COMPANY ADDRESS 41 Sheraton Street, London PASSPORT NO. 0981472 DATE/PLACE OF ISSUE November 2007/London COMPANY/CONVENTION London Daily OCCUPATION Journalist NEXT DESTINATION Shanghai NAME OF HOTEL __________ METHOD OF PAYMENT □CASH □√CREDIT CARD □TRANSFER Valuables: Please contact the cashier’s desk for safe deposit services. Our hotel is not liable for any loss or damage. □OTHERS RECEPTIONIST ____________ GUEST SIGNATURE ___________ Thank you!