LESSON No 4: Checking in to a Hotel
Objective: Students will practice their vocabulary and their reading and conversation skills through activities which can help them deal with checking in procedure.Lesson plan:
1.Teacher introduces the structure of the lesson
2.Step 1: Students work on tasks prepared by the teacher
3.Step 2: Students meet on-line
4.Step 3: Self-evaluation of the work done ( steps 1 and 2)
Receptionist / Guest
Pre-lesson task:
Get ready to speak on the following topics:
Steps to be taken when checking in the guest
Vocabulary used when dealing with checking in
Step 1
Get acquainted with
1. Room types
SGL
TWIN
DBL
2xDBL
JS
LUX
JLUX
P / S
S2
FD
D
S2D
DB
YB
S2A
DA
FP / x
x/x
xx
xx/xx / single room
twin room
one-bed suite
double room – (one bed)
double room – (two beds)
superior double
junior suite
de-luxe twin
de-luxe double
presidential suite
2. Hotel facilities
Bar, restaurant
Building of historic interest
Business Centre
Central heating/ Air conditioning
Foreign languages spoken
Four-poster bed
Jacuzzi
Laundry/valet service
Mini-bar
Parking
Pool
Recreation/games room
Rooftops bar
Room service
Safe deposit
Sauna
Solarium
Special Holiday arrangements
Swimming pool
Tennis
Wireless Internet Access
3. A list of records used by a typical hotel front office:
Hotel Register
Reservation Form/Card
Daily Arrival Register
Guest Index
Room Status Board
4. Stages in the process of checking in a guest
5. A list of terms used in Reception
All inclusive
Arrival
Availability/available
Booking/reservation
Cancellation
Card key
Clientele
Confirmation
Departure
Full board
No shows
Occupancy
Pigeon-hole
Regulars
Rescheduling
Room rate (rate of the day)
Room status
Walk-in customer
6. A list of phrases used while checking in
· Are you planning on checking out tomorrow?
· Can I take your credit card details?
· Can you tell me the license plate number of your car?
· Complimentary breakfast is served in the dining area between 8 and 10 am.
· How long will you be staying?
· I'll give you a card key.
· I'm afraid you can't check in until after 4:00 pm.
· Just call the reception if you need any extra towels or pillows, please.
· The dining room is on the ground floor at the end of the hall.
· The swimming pool and sauna are on the top floor.
· Is it just for one more night?
· What name is the reservation under?
c) Upload the prepared materials / Get acquainted with
1. Room types
SGL
TWIN
DBL
2xDBL
JS
LUX
JLUX
P / S
S2
FD
D
S2D
DB
YB
S2A
DA
FP / x
x/x
xx
xx/xx / single room
twin room
one-bed suite
double room – (one bed)
double room – (two beds)
superior double
junior suite
de-luxe twin
de-luxe double
presidential suite
2. Hotel facilities
Bar, restaurant
Building of historic interest
Business Centre
Central heating/ Air conditioning
Foreign languages spoken
Four-poster bed
Jacuzzi
Laundry/valet service
Mini-bar
Parking
Pool
Recreation/games room
Rooftops bar
Room service
Safe deposit
Sauna
Solarium
Special Holiday arrangements
Swimming pool
Tennis
Wireless Internet Access
4. Stages in the process of checking in a guest
5. A list of terms used in Reception
All inclusive
Arrival
Availability/available
Booking/reservation
Cancellation
Card key
Clientele
Confirmation
Departure
Full board
No shows
Occupancy
Regulars
Rescheduling
Room rate (rate of the day)
6. A list of phrases used while checking in
· Can we get a room for tonight?
· Can we get a wake-up call?
· Do you have any vacancies?
· How do we get to our room from here?
· Is it too early to check in?
· Is the hotel fully booked?
· Is there any single room available?
· We have a reservation under Jill Brown.
· What time is breakfast served at?
· What time is the sauna open until?
· When is check out time, please?
c) Upload the prepared materials
Step 2 On-line
Practice prepared material in real life situations on-line
1. Read and practise the dialogue with your partner and list the stages of the reservation in the order they happen. (R stands for Receptionist, G- for Guest.)
R Good afternoon.
R Welcome to Newcastle, Mr. Krieg. Do you have a reservation?
R Let me check, please... A single room for two nights?
R Can I see your passport or ID card, please?
R Thank you. May I ask you to sign here, please?
R Here is your key. Your room number is 305, on the third floor; the lift is over there. Breakfast is between 7:00 and 10:00 a. m. in the dining area on the ground floor.
R Yes. There is a swimming pool in the basement. You can get a swim from 6 a.m. to 10 p. m.
Do you need help with your luggage?
R Enjoy your stay!
2. You are a receptionist and a guest. Role play similar dialogues with the one you have just practiced
· Welcome the guest
· Check the reservation
· Ask to see a passport / ID card
· Ask to fill in registration form/declaration
· Tell about breakfast and how to find the room
· Wish a pleasant stay to your guest
3. This is a part of conversation between a receptionist and a guest checking in without a reservation but only the receptionist’s part is provided. First work together and write out the words from the conversation in the correct order. Then add the guest’s responses to match the receptionist’s utterances. Role-play the dialogue in order to identify missing stages of the check-in procedure.
Complete the dialogue covering the missing stages and role-play it!
one Just the night?
like you Standard €85 at at Executive an €130 Would a or ?
207 are in OK, room you
settling account, will your be sir How you ?
card, see, I Visa thanks
may please I address take home your And ?
your complete require the will order registration to I passport
order can service room in charge your through service at extra no You breakfast room
card, here your credit Here passport, is and key is your
stay your enjoy
4. Role play. Give a Visitor’s card to the guest. The guest looks confused and asks for explanations of the usefulness of the card. Explain politely why the guest needs to keep the card!
5. Your guest is about to fill in a Non-resident’s Declaration while checking-in. It turns out your guest has forgotten his/her glasses and thus requires your assistance. Find out information needed by asking your guest the corresponding questions and fill in the form for him/her.
/ Practice prepared material in real life situations on-line
1. Read and practise the dialogue with your partner and list the stages of the reservation in the order they happen. (R stands for Receptionist, G- for Guest.)
G Good afternoon. I am Vincent Krieg.
G Yes, I do
G That’s right.
G Here you are.
G Certainly.
G Thanks a lot. By the way, are there any swimming facilities?
G No, I am fine, thanks
G Thanks.
2. You are a receptionist and a guest. Role play similar dialogues with the one you have just practiced
· Give your name
· Say you have a reservation for a double/single etc. room for 2/3 nights, etc.
· Give your passport
· Agree to fill the registration form
· Ask what time breakfast is
· Ask what catering, SPA etc. facilities hotel offers
· Ask for help with your luggage
3. This is a part of conversation between a receptionist and a guest checking in without a reservation but only the receptionist’s part is provided. First work together and write out the words from the conversation in the correct order. Then add the guest’s responses to match the receptionist’s utterances. Role-play the dialogue in order to identify missing stages of the check-in procedure.
Complete the dialogue covering the missing stages and role-play it!
one Just the night?
like you Standard €85 at at Executive an €130 Would a or ?
207 are in OK, room you
settling account, will your be sir How you ?
card, see, I Visa thanks
may please I address take home your And ?
your complete require the will order registration to I passport
order can service room in charge your through service at extra no You breakfast room
card, here your credit Here passport, is and key is your
stay your enjoy
4. Role play. A receptionist gives a Visitor’s card to you. Ask for explanations of the usefulness of the card.
5. You are about to fill in a Non-resident’s Declaration while checking-in. It turns out you have forgotten your glasses and thus require Receptionist’s assistance. Answer his/her questions to get the form filled for you!
Step 3
Evaluate your own work. Answer questions as honestly as you can without regard to what you think others may
expect of you / Evaluate your own work. Answer questions as honestly as you can without regard to what you think others may expect of you
Teacher’s feedback on the work done
Resources: Glossary ‘Receptionist’ and Glossary ‘Politeness phrases‘; http://www.eslflow.com/tourismlessons.html
http://www.englishclub.com/english-for-work/hotel-check-in-out.htm
Francis O- Hara – Be MZ Guest, CUP
Bibliography:
Kaith Harding & Paul Henderson ‘High Season’ (English for the Hotel and Tourist Industry), OUP 1997
Alison Pohj ‘Test your professional English’ Hotel and Catering, Pearson Education Ltd, 2004
Neil Wood ‘Tourism and catering’ OUP 2003
http://www.wolmar.lv
http://hotel-industry.learnhub.com/lesson/10230-check-in-procedure
http://www.hospitality-school.com/smooth-guest-check-out-procedure-sop
http://www.englishclub.com/english-for-work/hotel-check-in-out.htm