HOTEL CHECK-IN

Structure

Making polite requests or suggestions to the guest

If you'd (just) like ...

If I could just ask you to...

Expressions of check-in

PRACTICE

RECEPTIONIST

GUEST

1. Can I go up to the room now? ………
2. Can I check in now? ………
3. Can you give me information about hotel services?………
4. Can you give me a wake-up call in the morning? ………
5. Can I get a snack before I go up to the room? ………
6. Can you fill in the registration form for me? I have to make a phone call….…A cc……
7. Can you tell the room maid not to clean the room in the morning? I want to sleep late.………
8. Can I get an early breakfast? I have to catch a plane at 6.30.………

Read the conversations. The parts are not in the correct order.

1. Which parts are spoken by the guest? Mark the parts with a "G".
2. Which parts are spoken by the receptionist? Mark the parts with an "R".
3. Write numbers on the lines.
4. Then act out the conversations with a partner.

CONVERSATION 1

__________: That's fine. Here's the key – room 207, on the second floor. If you would

just fill in this form, the porter will take your luggage up to the room.

(__)

__________: Good morning madam. May I help you? (__)

__________: Yes. I'd like to check in. (__)

__________: Yes, I made a reservation by telephone. The name is Lepage – Lilianne

Lepage. I made a reservation for myself and my sister. (__)

__________: That's right. (__)

__________: Ah yes. One moment. I've got it here. Lepage. A twin room. (__)

__________: Do you have a reservation? (__)

CONVERSATION 2

__________: Er... the name is Schultz. I have a reservation. (__)

__________: Yes, a single room, with bathroom. (__)

__________: Yes of course. I'll get the porters to take it up for you. (__)

__________: Right. Just a moment till I find it. Yes... here we are... Mr. Schultz,

single room. (__)

___________: O.K. now, we've put you in Room 403, which is on the fourth floor,

overlooking the hotel gardens. The rate is $100. (__)

__________: Can I help you sir? (__)

__________: Well, that sounds fine. (__)

__________: O.K. I'll do that. By the way, I've got some heavy luggage in the car.

Can you get someone to help me with it? (__)

__________: Good. And before you go up, if I could ask you to fill in the registration

card. (__)

Work in pairs. Take turn to be the receptionist and the guest. Ask for and give personal information for the registration card.

Pre-reading

Discuss the following questions.

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?

4. What departments in the hotel are needed to corporate with the front office?

5. What is the most improtant factor to make the check-in service impressive to the guest?

Reading:

GUEST REGISTRATION

One of the first opportunities for face-to-face contact with a hotel occurs when the guest registers. At this time, all the marketing efforts and computerized reservation systems should come together. Will the guest receive what has been advertised and promised? The front desk clerk who is well trained in the registraton process must be able to portray the hotel in a positive manner. This good first impression will help ensure an enjoyable visit.

The first step in the guest registration process begins with capturing guest data such as name, address, zip code, length of stay, company affiliation, etc., which are needed during his or her stay and after departure. Various departments in the hotel require this information to provide service to the guest. The registration process continues with the extension of credit, room selection, room rate application, opportunity to sell hotel services, room key assignment, and folio processing. Continually efficient performance of the registration process is essential to ensuring hospitality for all guests and profitability for the hotel.

Lisa Rickman is front office manager of the Westin Crown Center, Kansas City, Missouri. She has held the positions as front office agent, night auditor, night supervisor, relief night manager, night manager, and assistant day manager. Ms. Rickman says that the first contact any guest receives is very critical to their overall stay. If a guest receives a warm reception from the beginning experience on the front drive, followed by a smooth and friendly check-in, more than likely the overall stay will be memorable and pleasant. The result of this encounter will be positive, free publicity from this guest and a loyal repeat customer.

She states that employee training in conflict resolution and customer service is important to ensure that the first guest contact experience is positive.

Feedback from guests is also an important part of providing quality guest services. Corporate guest surveys can yield information on specific areas as well as overall stay satisfaction. In-house guest surveys provide more immediate feedback from guests and highlight areas for improvement. Telephone surveys are used to provide information on guest satisfaction.

Ms. Rickman feels that customer service issues are very critical to the overall business. Each person who checks in will tell two people who will also tell two people. One of the most important elements of a guest’s stay is the service received in the first ten minutes of arrival.

(from Hotel Front Office Management)

1. Decide whether the following statements true or false.

1. When the guest registers, only the front office deals with the registration process.
2. The staff at the reception needs good training to offer impressive services at the first meeting.
3. All the guest data was already recorded when the guest made the reservation.
4. The hospitality for all guests and profitability for the hotel are guaranteed with the efficient registration process.
5. The hotel needs to make surveys to get the feedback from the guests to ensure quality guest services.

2. Number the following steps in the correct order.

Guest registration procedures

• Front desk clerk assigns room rate.
• Front desk clerk discusses sales opportunities for hotel products

and services with guest.

• Front desk clerk makes room selection.
• Front desk clerk processes folio.
• Front desk clerk provides room key.
• Front desk clerk inquires about guest reservation.
• Front desk clerk makes room assignment.
• Front desk clerk projects hospitality toward the guest.
• Front desk clerk reviews completeness of registration card.
• Front desk clerk verifies credit.
• Guest completes registration card.
• Guest requests to check into the hotel.