English for hotel management module 2 - check-in

Hotels use a variety of documents to deal with guests. Computerized and Hotels use a variety of documents to deal with guests. Computerized and manual systems often have the same functions, although the names are manual systems often have the same functions, although the names are sometimes different.sometimes different.Here is a list of records used by a typical hotel front office and their Here is a list of records used by a typical hotel front office and their definitions, can you match them?definitions, can you match them?

1 – Hotel Register

2 – Reservation

Form or Card

3 – Reservation

Diary or Daily

Arrival List

4 – Reservation

Chart

5 – Room Status

Board

6 – Guest Index

7 – Guest History

a) Provides visual record of all reservations for a period and shows at a glance rooms reserved and those remaining to be sold.

b) Lists all current guests in alphabetical order with their room numbers and provides an additional quick point of reference in larger hotels

c) Standardizes the details of each booking, forms the top sheet of any documents relating to it, and enables a speedy reference to any individual case.

d) Records all previous visits to the hotel for any individual and contains important statistical reservation and revenue data.

e) 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.

f) Records all bookings by date of arrival and shows all arrivals for a particular day at a glance.

g) Records all arrivals as they occur and gives details of all current and past guests.

High Season SB page 42

We use question tags to ask for confirmation:We use question tags to ask for confirmation:

-It was Miss King, wasn’t it?-You have an account with us, don’t you?-But the guests haven’t stayed with us before, have they?

Your turn:Your turn:

a) There isn’t a doctor in the hotel, _____________________?b) You wanted to pay in cash, _____________________?c) You haven’t spoken to the duty manager yet, __________________?d) We couldn’t have a receipt for that, ______________________?e) It’s more expensive in high season, _____________________?f) You’re settling by credit card, ____________________?g) We can sign the agreement today, _____________________?h) They’re not postponing the conference, _____________________?

Watch the video and identify specific phrases/expressions/questions Watch the video and identify specific phrases/expressions/questions used at a check-inused at a check-in

‘Lodgistix’ is a computer software company which specializes in providing computer software for the hotel industry. You are going to read part of the information brochure about their Reservation and Front Office Systems.

http://www.elllo.org/english/Games/G044-Hotel.html