Table of Contents

• Introduction
• Pretest
• Concept Mapping
• Reading Text & Presentation
  • 12.1 Hotels
  • 12.2 Restaurants
• Language Focus
• Activities
• Post test
• Resources

In small hotels, duties may include other tasks such as showing guests to their rooms and serving drinks in the bar. In this module, the writer will show the conversations between the guests and the hotel receptionist in each duty.        

 

PRESENTATION

12.1.1

A
Dealing with bookings by phone

Example dialog:

Receptionist: Good morning. Tasmanian Hotel, Sara speaking.            Guest: Hello. I'm interested in booking a room for the long weekend in July. Receptionist: I'm afraid we're totally booked for that weekend. There's a festival in town and we're the                           closest hotel to the place.            Guest: Oh, really? I didn't realize. Well what about the weekend after that? Receptionist: Is that Friday the nineteenth?            Guest: Yes. Friday the nineteenth. Receptionist: How long will you be staying?             Guest: I'll be staying for two nights. Receptionist: Certainly sir, we have a few vacancies left. We recommend that you make a reservation. It's                          still considered peak season then.            Guest: Okay. Do you have any rooms with two double beds? We're a family of four. Receptionist: Yes, all of our rooms have two double beds. The rate for that weekend is 3000 baht a night.            Guest: That's reasonable. And do you have an extra bed? My daughter might be bringing a friend. Receptionist: Yes we do, sir, but we also charge an extra 500 baht per person.            Guest: Okay, but I'm not quite sure if she is coming. Can we pay when we arrive? Receptionist: Yes, but we do require a thousand baht deposit to hold the room. You can cancel up to five                          days in advance and we will refund your deposit.            Guest: Great. I’ll book that room. Receptionist: Thank you, sir. May I please have your name and phone number?             Guest: Charlie James and my cell phone number is 666-24654. Receptionist: Great Mr. James. Now I'll need your credit card information to reserve the room for you.                          What type of card is it?              Guest: It’s a visa and my credit card number is 1234567899. Receptionist: Alright, Mr. James, your reservation has been made for the nineteenth of July for a room with two double beds and an extra bad for two nights. Check in is at 2 o'clock. If you have any other questions, please do not hesitate to call us. Thank you for choosing Tasmanian Hotel.

           
PRESENTATION
12.1.1
B
Booking online

However, nowadays guests are provided a great choice by booking hotel rooms online without wasting lots of money calling around the world to book. However, you have to follow the basic guidelines first.

1. Before booking you should gather information; look for information such as hotel amenities, and the rates and room availability on a known stay date in order to eventually make a reservation.

(Source: http://spotonlists.com/travel/top-10-best-hotel-booking-websites-in-the-world/  retrieved 30/1/2014)

 

2. You can compare them with other hotels nearby by using Google Hotel Finder.

(Source: http://spotonlists.com/travel/top-10-best-hotel-booking-websites-in-the-world/ retrieved 30/1/2014)

 

3. You can normally read the guests’ reviews before making a decision. 

(Source: http://www.hoteldebangkok.com/bangkok_hotels/guest_reviews/th retrieved 30/1/2014)

 

4. Once you make a decision then go to the website and enter the required city and stay-date.

(Source: http://spotonlists.com/travel/top-10-best-hotel-booking-websites-in-the-world/ retrieved 30/1/2014)

 

5. Enter guest information and payment details then submit.

(Source: http://baiyokeboutique.baiyokehotel.com/hotel-reservation-system.html retrieved 30/1/2014)

 

6. Confirm the reservation and get the hotel reservation confirmation. You can print it out, but normally the hotel booking system will automatically send this to your email. Then you can show it to the reception when you reach the hotel.

 

(Source: http://baiyokeboutique.baiyokehotel.com/hotel-reservation-system.html retrieved 30/1/2014)

 

SECTION 12.1.2
PRESENTATION
Part I Checking in

Example dialog:

Receptionist: Good afternoon. Welcome to Tasmanian Hotel. How may I help you?             Guest: I have a reservation for today. It's under the name of Charlie James. Receptionist: Can you please spell that for me, sir?             Guest: Sure. J-A-M-E-S. Receptionist: Let me check. Yes, there you are. Mr. James, we've reserved a two-double-bed room for you        with an extra bed for two nights. Is that correct?             Guest: Yes, it is. Receptionist: Excellent. Can I have your passport, please?             Guest: Here you are. Receptionist: Thank you, sir. We already have your credit card information on file. Could you please sign the receipt along the bottom?            Guest: Well, fine. What's included in this cost anyway? Receptionist: A full Continental buffet every morning, free airport shuttle service, and use of the hotel's safe are all included.            Guest: So what's not included in the price? Receptionist: Well, you will find a mini-bar in your room. Use of it will be charged to your account. Also, the hotel provides room service, at an additional charge of course.             Guest: Hmm. OK, so what room number am I in? Receptionist: Room 5667. Here is your key. To get to your room, take the elevator on the right up to the fifth floor. Turn left once you exit the elevator and your room is on the left-hand side. A bellboy will bring your bags up shortly.             Guest: Great. Thanks. Receptionist: Should you have any questions or requests, please dial '0' from your room. Also, there is free Wi-Fi available in your room, you don’t need a password.             Guest: OK, and what time is check out? Receptionist: At 12:00, sir.              Guest: OK, thanks. Receptionist: My pleasure, sir. Have a wonderful stay at Tasmanian Hotel.

 

SECTION 12.1.2
PRESENTATION
Part II Checking out and Getting to the airport

Example dialog:

Receptionist: Good afternoon, sir. Are you checking out now? Guest: Yes, sorry. I know we're a few minutes late. Receptionist: That's no problem. It's always really busy at check-out time anyway. Did you enjoy your stay with us? Guest: Yes, very much. The room was great. The beds were really comfortable, and we weren't expecting the room with an ocean view. Receptionist: I'm glad you liked it. Will you be putting this on your credit card? Guest: No. I'll pay cash. Receptionist: OK. So the total comes to 6600 baht, including tax. Guest: Here you are, Now, I need to get to the airport. I have a flight that leaves in about three hours, so what is the quickest way to get there? Receptionist: We do have a free airport shuttle service. Guest: That sounds great, but will it get me to the airport on time? Receptionist: Yes, it should. The next shuttle leaves in 20 minutes, and it takes approximately 25 minutes to get to the airport. Guest: Fantastic. I'll just wait in the lounge area. Will you please let me know when it will be leaving? Receptionist: Of course, sir. Now, I'll just need to ask you for your room key. Guest: Oh, I almost forgot. Sorry. Receptionist: No problem. Here is your receipt, sir. If you like you can leave your bags with the porter and he can load them onto the shuttle for you when it arrives. Guest: That would be great thank you. Receptionist: Would you like to sign the hotel guestbook, too, while you wait? Guest: Sure, I had a really good stay here and I'll tell other people to come here. Receptionist: That's good to hear. Thank you again for staying at Tasmanian Hotel.

 

SECTION 12.1.3
PRESENTATION
12.1.3 Handling guest complaints

Example dialog:

Guest: Hello, this is room 2345.l There are not enough towels in my room. Receptionist: I’ll have housekeeping deliver more towels to your room right away, sir. Guest: Moreover, the sink is leaking in the bathroom. Receptionist: Sorry for the inconvenience, maintenance will be by soon to fix the problem, sir.