Unit 1: How to welcome guests

Activity 1: Tick the right answer:

1. The man makes a reservation finally for which day? A. March 20th B. March 21st C. March 22nd 2. What kind of room does the man prefer? A. a non-smoking room B. a smoking room C. either one is okay 3. Why doesn't he want to reserve the suite? A. It doesn't have a nice view. B. It doesn't come with a sauna bath. C. It's too expensive. 4. Including tax, how much is the man's room? A. 80 dollars B. 88 dollars C. 96 dollars 5. How do you spell the man's name? A. Maxner B. Maexner C. Mexner

Hotel Clerk: Hello. Sunnyside Inn. May I help you? Man: Yes, I'd like to reserve a room for two on the 21st of March. Hotel Clerk: Okay. Let me check our computer here for a moment. The 21st of May, right? Man: No. March, not May. Hotel Clerk: Oh, sorry. Let me see here. Hmmm. Man: Are you all booked that night? Hotel Clerk: Well, we have one suite available, complete with a kitchenette and a sauna bath. And the view of the city is great, too. Man: How much is that? Hotel Clerk: It's only $200 dollars, plus a 10% room tax. Man: Oh, that's a little too expensive for me. Do you have a cheaper room available either on the 20th or the 22nd? Hotel Clerk: Well, would you like a smoking or a non-smoking room? Man: Non-smoking, please. Hotel Clerk: Okay, we do have a few rooms available on the 20th; we're full on the 22nd, unless you want a smoking room. Man: Well, how much is the non-smoking room on the 20th? Hotel Clerk: $80 dollars, plus the 10% room tax. Man: Okay, that'll be fine. Hotel Clerk: All right. Could I have your name, please? Man: Yes. Bob Maexner. Hotel Clerk: How do you spell your last name, Mr. Maexner? Man: M-A-E-X-N-E-R.

Hotel Clerk: Okay, Mr. Maexner, we look forward to seeing you on March 20th. Man: Okay. Goodbye.

Welcoming:
Greet the customer with a friendly and sincere smile.

Welcome to the . Hotel

(The guest feels welcome)

Good morning Madam, Good morning Sir May I help you?

Behaviors and attitudes:

Keep smiling Be polite Listen to the customer Keep your self control Inform, propose and suggest Team work Smile and greet

DOS:
1.

Your body:

The first impressions are made on the physical aspect of the person. Corporal cleanness: hands and face clean; For men, short hair and shaved beard For women, handsome hairstyle, discreet make up A discreet and pleasant perfume Conform to usage in cloths (tie, skirt,...), handsome clothes; polished shoes Be more energetic (do body exercise every morning) Dont forget to breathe. 2.

Body language:

Attitude and body language are a paramount to create a strong visual impression. Initiate eye contact, make genuine smile and greet every guest.

Look at your interlocutor with interest, have a kind and calm look. Lean toward customers, stand alert, tall and visible. Relaxed hands and arms, next to a tranquil and serene walk. Make guests feel important and show authentic concern. Your voice must be clear, articulate and loud. Speak slowly, comfortably, and cheerfully.

DONTS:
Dont become irritated with a nervous customer. Dont show that you are overwhelmed with work or in a bad mood. Dont use slang language. Inattentiveness or lack of focus on the customer who is currently being served. No personal conversations with others in front of guests. Dont say mmmmmh all the time. Never put your hands in your pockets. No chewing gum. Never say no.

BEHAVIORS WHEN INTERACTING WITH A GUEST

- Use appropriate and friendly greeting/welcome and maintain eye contact. - Use guest name as often as possible. - Full concentration on guest - keep looking to the lobby area. - Do not stare at the computer. - Keep administrative work in the back area. - Answer the phone within three rings. - Be organized and work accurately - correct flow and handover of information. - Be informed about daily functions and daily operations. - Offer hotel restaurant(s) first. - Check name when handing out key (ID check). - In every conversation with the guest - find out if he or she is satisfied. - Treat every guest as an individual. REMEMBER: The guest is not an interruption or disturbance of your daily work, but is the reason for us being here the guest pays our check.

Hotel Vocabulary
Word part of speech book verb booked adj brochures noun Meaning Example sentence arrange to stay in a hotel I can book your family in for the weekend of the seventh. full, no vacancies small booklets that provide information on the local sites and attractions go to the front desk to receive keys I'm afraid the hotel is booked tonight. Feel free to take some brochures to your room to look at. You can check-in anytime after four o'clock. Our honeymoon room has a personal hot tub. Your room has a kitchenette so you can prepare your own breakfasts and lunches. We will come in and change the linens while you are out of your room. Room 201 doesn't need their sheets changed, but they requested one newpillow case. The room contains a sofa bed so the room actually sleeps five. We only have one vacancy left, and it is for a single room.

check-in verb

Jacuzzi, hot a small hot pool for tub, whirl pool relaxation noun kitchenette noun linen noun pillow case noun sofa bed, pullout couch noun vacancy noun vacant adj valet noun a small fridge and cooking area sheets, blankets, pillow cases the covering that goes over a pillow a bed built into a sofa or couch available rooms

staff that parks the guests' vehicles

If you leave your car keys with us, thevalet will park your car underground.

Hotel Vocabulary Quiz

1 If you've never been to this city, you should take a look at our 2 We do not have a park your car yourself. The room has a pull an extra person. . service. You'll have to
Click for answ er Click for answ er

couch, so it will sleep

Click for answ er

We don't have any vacancies. We are completely .

Click for answ er

After your long conference you can relax in the

Click for answ er

Role-play exercise: Fill in blanks with the right answer:

(R): Good evening, sir. How may i help you? (G): Id like to....................... (R): Have you made a .........................,sir? (G): Yes, i have received a .........................deluxe yesterday. (R): ..................................................? (G): Peter Anderson. (R): ...........................,Mr Anderson. Wait a moment, please. Let me check the reservation record..........................So youve reserved a deluxe single room for the nights from...........................to 16th. The room rate is............................Yuan per night. Is that correct?

(G): Yes. (R): Could you fill out the..............................,please? (G): Yes.

500

Registration reservation Check in form

May i have your name, sir

Thank you for waiting

February 14th

Single room

Thank you

Unit 2: How to greet guests & How to use greetings idioms

Samples of greetings:
Good morning Good afternoon Good evening Hello(formal)/Hi(informal) Sir/Madam/Ms(neutral) compared to Mrs or Miss How are you? Fine, thank you, what about yourself? Pleased to meet you/Nice to meet you/Good to meet you Id like to introduce myself Id like you to meet....

NB: The expression Nice to meet you is only used at a first meeting, not after that. Instead the person could say "Nice to see you again".

Formal vs. Informal: Formal:

Good morning Good afternoon Good evening Hello(formal)/Hi(informal) Sir/Madam/Ms(neutral) compared to Mrs or Miss How are you?

Fine, thank you, what about yourself? Pleased to meet you/Nice to meet you/Good to meet you Id like to introduce myself Id like you to meet....

Informal:
Hi How are you? Whats up?(very informal) How are you doing?(very informal Very well, thank you and you? Fine/Great

Vocabulary review: Match the sentences with the right word

Well, $200 for a room is a little __________ for me. Do you have something cheaper? Let me _________ our books to see if we have a room. How _______ is the room for one night? I want to __________ a room for next Friday. The _________ of the city is beautiful. Much expensive check view reserve

Complete the dialogue with words from the box.

A: Hello, (a).. to meet you. B: Thank you for (b) me. A: How long are you (c) here? B: Just two days. A: Oh, not too long, then. Let me (d) you to my colleague Peter. B: Peter, (e) . is Angela Fox.

IDIOMS:
"roll out the red carpet" = give very special treatment to welcome guests "The nice thing about the hotel is that they always roll out the red carpet for their guests."

"24-7" = twenty-four hours a day, seven days a week "The front desk is open 24-7 in case you need assistance."

Hotel Vocabulary
Word part of speech adjoining rooms noun amenities noun baggage noun bellboy noun check-out noun damage charge noun Meaning two hotel rooms with a door in the centre local facilities such as stores and restaurants bags and suitcases packed with personal belongings a staff member who helps guests with their luggage return the keys and pay for the bill money a guest owes for repairs to hotel property (when caused by violent or careless Example sentence If you want we can book your parents in an adjoining room. We are located downtown, so we are close to all of the amenities. If you need help with your baggage we have a cart you can use. The bellboy will take your bags to your room for you. Please return your parking pass when you check-out. We will have to add a damage charge for the hole you put in the wall.

acts) deposit noun floor noun hotel manager noun housekeeping, maid noun amount paid ahead of time to secure a reservation a level of the building person in charge at the hotel staff members that clean the rooms and linen another word for "hotel" a fee for staying past the check-out time large open area at the front of the hotel You will not receive your deposit back if you cancel. The swimming pool is on the main floor. I'll let you make your complaint to thehotel manager. Put a sign on the door if you wanthousekeeping to come in and change the sheets on the bed. There's an inn on the other side of town that has a vacancy. You will be charged a ten dollar late charge for checking out after 11 am. You can stand in the lobby and wait for your bus.

inn noun late charge noun lobby noun luggage cart noun parking pass noun

a device on wheels that Please return the luggage guests can push their cart to the lobby when you are luggage on finished with it. a piece of paper that Display this parking pass in your guests display in the window to show that you are a car window while in the hotel guest. hotel parking lot bed with plenty of space for two people (bigger than a double) cost of renting a room for a certain time period used to cover and dry the body after swimming or bathing a machine that distributes snacks and They have a queen size bed so the small child can easily fit in the middle. Our rates change depending on the season. You can get your swimming pool towels at the front desk. The vending machine on the fifth floor has chocolate bars and

queen size bed noun rate noun towels noun vending machine noun

beverages when you insert coins weight room, workout room, gym noun a room that guests can use for exercise and fitness

chips. Our weight room has a stair climber and a stationary bicycle.

NB: Luggage(Br Eng)=Baggage(Am Eng)

Discussion:
When guest check-in, you should know the hotel's Reception Procedure. 1. Greet the guest 2. Consult computer terminal: rooms available, affirmative or negative 3. Quote the price: from high to low 4. Fill in the registration: getting information from the client about a reservation 5. Ask for deposit 6. Complete room card 7. Inform porter

Role play exercise:

Checking In:

Clerk: ................ Sheraton...................? Guest: Id like to check in. I have a reservation. Clerk: ........................? Guest: Phillip Marlow. Clerk: Yes Mr. Marlow. You ..................for three nights, is that correct? Guest: Yes, could I have a room on the upper floors, away from the ice machine? Clerk: No problem...............................? Guest: Non-smoking please. Clerk: ................., please. Thank you. And will you be paying by cash or credit card? Guest: Cash, if you accept American dollars. Clerk: Of course, sir. If you require local currencies we can also exchange money for you. Guest: Thats great, I do need some cash. Clerk: Your ................... is 1109. Heres your key. Enjoy your stay at the

Sheraton. If you.................., feel free to call the front desk. ............................? Guest: No thanks, I only have one. I can manage.

Telling time:

Three o clock One oclock Six twenty five Ten-oh-five/Five past ten One- thirty/Half -past one Two -fifteen/A quarter past two Seven-forty-five/A quarter till eight Four-thirty/half past four

Extending conversation:
You can generate small conversations by talking about: General things Weather talk Traffic problem

Trip, journey....

Match the phrases 1-5 to the correct responses a-e to make a conversation.

1. Did you have a good trip? 2. Was the flight on time? 3. Thats good. And how was the weather in London? 4. Really? Well its much better here. 5. Can I get you a drink or something?

a) b) c) d) e)

Very wet and cold. Im afraid Yes, it was. Thank you. A coffee would be great. Very good, thank you. Yes, its very warm.

Keep in mind to keep smiling all the time