Unit 2 Check In

Objectives :

• To know the check in process at the front desk.
• To know how to escort the guests to the rooms.

Listening and Speaking Dialog

Conversation A :

Receptionist: Sawasdee ka Good morning, madam.

Mrs. Dalloway: Good morning. I here a reservation. The name’s Dalloway.

Receptionist: Could you spell that, please?

Mrs. Dalloway: D-A-L-L-O-W-A-Y.

Receptionist: Thank you. Mrs. Dalloway. Yes, that’s a single room with a bath for two nights.

Mrs. Dalloway: That’s night.

Receptionist: Could you just sign the registration from, please?

Mrs. Dalloway: Yes, of course.

Receptionist: Thank you, madam. Here’s your key. It’s room 337 on the third floor. I’ll call a porter for you.

Mrs. Dalloway: Thank you.

Answer the questions correctly.

1. What did Mrs. Dalloway do before arriving at the hotels?

   ---

2. What did the receptionist ask Mrs. Dalloway to do before giving her a room here?

   ---

3. Why does the receptionist call a porter for Mrs. Dalloway?

   ---

Conversation B

Porter: Can I help you with your luggage, Madam,?

Mrs. Dalloway: Yes, please. This suitcase is so heavy.

Porter: I’ll put it on the bell cart. This way, please, madam. Your room is on the third floor. The elevator is just over there.

Porter: Here you are madam, room 337. I’ll open the door and see if the room is ready. Good, it is. Please enter. I’ll turn on your air conditioner and put your luggage in the closet. Would you like to keep your suitcase on the luggage rack?

Mrs. Dalloway: Yes, please.

Porter: You’ll see a beautiful view if you draw the curtains. Allow me to show you.

Mrs. Dalloway: Wow….I can see the river.

Porter: The mini bar is in the cabinet over there with a pricelist inside a drawer. Our room service is available from 6 a.m. to 11 p.m. The menu is here on the table. A complimentary drinking water is on the counter.

Mrs. Dalloway: Thank you very much.

Porter: One more thing. Let me show you how to use the security locks on your door.

Mrs. Dalloway: You certainly take good care of your guests.

Porter: It’s my pleasure to be of service.

Mrs. Dalloway: Thank you. And here’s something for you.

Porter: Thank you very much, madam. Just call the bell desk when it’s time to check out. We’ll pick up your luggage. I hope you enjoy your stay.

[ภาพ: bell carts with luggage and a hotel porter]

Answer the questions correctly.

1. Do you think the porter is a good staff?

   ---

2. How much is the water in the room?

   ---

3. What do you think “something” Mrs. Dalloway gave the porter means?

   ---

4. What does the porter do for the guest?

   ---

5. Is Mrs. Dalloway happy with the room?

   ---

6. If the guest likes to have breakfast in the room, what does she have to do?

   ---

Sometime you may hear these words; bellhop, redcap or bellboy. They have the same meaning as the word “porter”

[ภาพ: people queuing with baskets at a checkout counter]

Language Points

“Luggage” and “suitcase” mean the same. The difference is “Luggage” is uncountable so it’s always singular while “suitcase” is countable so you have 1 suitcase or 2 suitcase

[ภาพ: luggage — travel bags, backpack and an open suitcase]

Exercise

Exercise 1

Mr. Cooper is checking in at the hotel. Write G for Guest and R for Receptionist in the blank and rearrange the sentences in the correct order. The first one has been done for you.

………. ……… Good morning,sir. Can I help you?

………. ……… Sure.

………. ………. Could you spell that, please?

………. ………. Could you just sign here, please?

………. ………. Of course, with a balcony and the view of the sea, if possible.

………. ………. Thank you, sir. Here’s your key. It’s room 484 on the fourth floor. Would you like a porter?

………. ………. Good afternoon. I have a reservation. My name is Cooper.

………. ………. Thank you.

………. ………. I’ll just call him. Please wait here for a moment. I hope you have a good time staying with us.

………. ………. Thank you. Mr. Cooper. Yes, that’s a single room with a bath and a balcony for three nights.

………. ……….. Yes, Cooper. It’s C-o-o-p-e-r.

………. ………… Yes, please.

[ภาพ: “WELCOME TO OUR HOTEL!” — hotel staff standing at the entrance doors with luggage carts]

Reading

Read about Justin’s training in a hotel.

My name is Justin. Today is the first day of my training as a front desk officer. Here is Odette Swan, a guest service manager in the hotel. She tells me that a hotel is like a small city and the front desk is like city center. Guests always come and go there for many purpose. Taking care of their needs is a very important role of our jobs. Even though we are busy and sometimes guests are rude, we must stay calm and treat them with courtesy and patience. When we take a phone call, say the hotel name, your name, and “May I help you?”. When we transfer a call, press the hold button and say “Please wait” or “Hold on a moment”.

Another thing we should do is to guard the security of the guest. For example, when we give a guest a key, write the room number on a place of paper instead of saying it aloud.

Write T if the sentence is True and F if the sentence is False.

……….. 1. Justin is a front desk officer.

……….. 2. Sometimes the front desk is busy as guest always go there.

……….. 3. A hotel can be compared as a small city.

……….. 4. The front desk is a center of the hotel.

……….. 5. Guarding the security of guests is not the duty of the front desk officer.

……….. 6. Justin should press the hold button while transferring a call.

……….. 7. All guests are rude.

……….. 8. It’s alright to say the room number quietly.

[ภาพ: receptionist with glasses writing at a desk; guest with luggage talking to staff at a counter]

Speaking and Writing

Ask your partner for the information below and fill out this registration card. Use imaginary or real information.

Questions to help fill out forms.

• What’s your name? / May I have you name, please?

  ---

• What’s your nationality?

  ---

• Where do you come from? What country are you from?

  ---

• What’s your passport number/ ID card number/ car registration number?

  ---

• What’s the place of issue?

  ---

• Where was your passport/ ID card/ car registration issued?

  ---

• Why did you come here?/ What’s your purpose of the visit?

  ---

• Is there anything you need in particular?

  ---

• How would you like to pay?

  ---

• Would you like a city tour?

  ---

[ภาพ: hotel reception counter with receptionist and two guests]

Registration Card

Sunsmile Hotel

[ภาพ: reception counter with receptionist and guest] [ภาพ: student writing in a notebook]

Activity

In a small group, brainstorm with your friends then come up with a creative way to make the check-in process more impressive. Share your idea with the class.

Vocabulary

[ภาพ: woman in business suit pointing upward]