Chapter One Front Office

1. Unit One Reservation Unit Two Concierge Unit Three Registration Unit Four Cashier Unit Five The Business Center and the General Switchboard Unit Six Complaints and Emergencies Chapter One Front Office

2. Introduction Organization Functions

3. Organization

4. Functions

5. Unit One Reservation

6. Unit One Reservation

7. Objectives 1. can greet guests whenever you meet at the front desk; 2. can help to fill in the reservation form; 3. can elaborate the duties of reservationists; 4. can use vocabulary and expressions of reservation appropriately; 5. can speak to the guest with proper manner; 6. can perform room reservation without difficulty (as a reservationist and a guest)

8. Leading in : Procedure

9. A. The reservationist now can officially book the hotel reservation. Ask the guest if there is anything else he needs, repeat his/her reservation information, thank him/her for calling and assure him/her that his stay here will be as pleasant as possible. B. Greet the guest and offer help. Speak in a friendly and knowledgeable manner. C. Once the call has ended, send out a confirmation email, if the guest has provided his email address, along with a link to the Leading in : Procedure

10. hotel's website that the guest can browse for hotel facilities and activities. D. Search quickly and accurately for an available room for the length of stay the guest desires. E. Record and execute the accommodations each individual guest requests, such as room type, bed size, smoking preference, time of arrival and departure. F. Verify the method that the guest will use to pay for his/her room. Your hotel may require a deposit Leading in : Procedure Leading in : Procedure

11. (online payment is acceptable), and a credit card will be needed to secure the room. Run the credit card to make sure that the transaction is approved before ending the conversation. G. Know the accurate count of the rooms available. It is a vital job each morning. Leading in : Procedure Leading in : Procedure

12. Vocabulary Group the words in the table into the following three word banks. Room availability Bed size Others

13. Room availability Bed size Others Vocabulary Vocabulary Booked Vacancy Vacant Cot, rollaway bed Double bed King-size bed Queen-size bed Single-bed Sofa bed, pull-out couch Complimentary breakfast Deposit

14. Vocabulary Vocabulary

15. Vocabulary Vocabulary Vocabulary 续表1

16. Vocabulary 续表 2

17. Translate the following phrases into Chinese. Standard rooms _______1___________ Deluxe rooms ________2___________ Suites ______________3___________ Presidential suites __ 4____________ Executive suites ____ 5__________ Standard suites ______ 6_________ Junior suites ________ 7_________ Vocabulary

18. Keys: 1.标准间 2.豪华间 3.套房 4.总统套房 5.行政间 6.标准套房 7.高级套房 Vocabulary

19. Short sentences (i) Listen carefully and complete the following sentences. 1. What kind of room would you_________? 2. How _________will they be staying? 3. All our rooms are_______________. 4. How______ is your single room? 5. May I have your_______________ days, please? 6. May I have your name please? Could you _______ it? 7. May I know your company’s name, please?

20. Have you signed a ________with us? We have _______________for certain companies. 8. Do you have any special __________? (ii) Match the following sentences with those above. ( ) A. Yes. I’d like a suite with an extra large bed for my size. ( ) B. It is RMB 388 per night. ( ) C. Do you have any vacancies? ( ) D. I want to book a double room. Short sentences

21. ( ) E. We are arriving on July 7th and leaving on July 10th . ( ) F. Ben Johnson. B-E-N, Ben, J-O-H-N-S-O-N, Johnson. ( ) G. Five days ( ) H. Is there any preferential rate for a group reservation? Short sentences

22. (i) 1. prefer/like 2. long/many days 3. booked up 4. much 5. arrival and departure 6. spell 7. contract, special corporate rates 8. Request (ii) Keys: 8-4-3-1-5-6-2-7 Short sentences

23. Short sentences Listen to the dialogues and fill in the table with the information you hear.

24. Short sentences Keys:

25. Long dialogues (i)Listen to the dialogues twice, and complete the following conversations with the information you hear. Dialogue One: A long Distance Call Reservation Scene: Charles Beckham（B）and Eliza Beckham(E), an American couple are going to have a seven-day travel in China. Now Mr. Beckham is making a reservation at Yeohwa Hotel in Quanzhou through a long distance call.

26. Reservations (R): Quanzhou Yeohwa Hotel. Room Reservation. May I help you? B:_______1____________. I’d like to book a room in your hotel. R: Certainly, sir.___________2____________? We have superior twin rooms, deluxe twin rooms, deluxe single rooms, executive single rooms and deluxe suites. B: A deluxe suite, please. R:______3_______, sir? B: From May 12th to May 19th. Long dialogues Long dialogues

27. R: Wait a moment, please. I’ll check if there is a room available for those days. B: OK. R: Thanks for your waiting, sir. We have a deluxe suite available in that period. B: Well,________4_________? R: Would you like breakfast, sir? B: Yes. R: Then the room rate is 880 RMB, with breakfast. B: Ok, I’ll take it. R: May I have your name, sir? Long dialogues Long dialogues

28. B: Charles Beckham. C-H-A-R-L-E-S, Charles. B-A-C-K-H-A-M, Beckham. R: Thank you, Mr. Beckham. A deluxe suite with breakfast from May 12th to May 19th, is that right? B: Yes. R:_______5________, Mr. Beckham. We look forward to your coming. Bye-bye. B: Bye-bye. Long dialogues Long dialogues

29. Dialogue One 1. I’m calling from California 2. What kind of room would you like, sir? 3. For which dates 4. What’s the room rate 5. Thanks for your calling. Long dialogues Long dialogues

30. Dialogue Two: Making a Reservation at the Front Desk Scene: Jane Gilbert (J) is making a reservation at Wanda Vista front desk for her business customer, Elizabeth Beaulieu. R is for preservationist. R: Good morning. Wanda Vista Hotel. Reservations. J: Good morning._____________1_________. That’s the 14th of May. R: Certainly, Mam. How many nights will you need the room? Long dialogues Long dialogues

31. J: Three nights. I’m booking the room on behalf of a business customer who is arriving in Quanzhou on Tuesday. R: I see._________2_____________? J: A twin-bed room. What’s the price? R:_________3____________, with buffet breakfast. J: I’ll take it, please. R: May I have your name, please? J: Jane Gilbert. R: I beg your pardon? Will you please repeat it slowly? Long dialogues Long dialogues

32. J: G-I-L-B-E-R-T. Gilbert. R: And may I have the name of the guest, please? J: Mm. It’s Elizabeth Barzac- that’s B-A-R-Z-A-C. Barzac. R: Thank you, sir. And may I have your telephone number, sir? J: Sure. It’s 0843-0161081. R: Thank you._________4_____________, Ma’am. You have reserved a twin-bed room at 599 Yuan for three nights from Tuesday for Ms. Elizabeth Beaulieu. That price includes buffet breakfast. Long dialogues Long dialogues

33. Your telephone number is 0843-0161081. Is that correct? J: Yes, that’s right. R:_________5__________, Ms. Gilbert. J: You’re welcome. Goodbye. A face-to-face reservation Dialogue 3 Listen twice and rearrange the following sentences. _____I’d like to book a double room for my friends. They are arriving on July 7th. Long dialogues Long dialogues

34. _____You’re welcome, sir. And we hope to serve you next time. Goodbye. _____Good morning, sir. May I help you? _____Five days. _____But what if there’s no cancellation? Well, I won’t risk that. My friends would like to stay in a hotel in the city center. Could you recommend one nearby? _____Let me have a check, sir. Oh, yes. Sheraton Hotel, Room Reservation number 22882266. _____How long will they be staying? Long dialogues Long dialogues

35. _____Thank you, I’ll put it down, 22882266. _____What about Sheraton Hotel? It’s also a five- star hotel, and it has a good reputation among the foreigners. ______Please wait a moment, I’ll check our reservation record…. Sorry, sir. I’m afraid we’re fully booked for those days. We usually have high occupancies in the peak seasons. We might have a cancellation later, so you could call us back. ______That sounds nice. Do you have their telephone number? Long dialogues Long dialogues

36. Dialogue Two : 1. I’d like to reserve a room next Tuesday 2. What type of room does your customer need ? 3. The room costs 599 RMB per night 4. Let me just confirm the details of your reservation 5. Thank you for your reservation. Dialogue 3 : 2-11-1-4-6-9-3-10-7-5-8 Long dialogues Long dialogues

37. Group Reservation Dialogue 4 Listen twice and supply the missing parts of the dialogues. Anna Anderson is calling to make a group reservation in the Dawn Hotel. Leo: Good evening, Dawn Hotel, Room reservation. May I help you? Anna: __________1_____________. Leo: Yes, please. How many guests are there in your party? Long dialogues Long dialogues

38. Anna: Five. We’ll be arriving on 4th, April and stay for 3 nights. Leo: ___________2___________? We have superior rooms, deluxe rooms and executive rooms. Anna: I have some special requests. One of my colleagues is rather tall and he needs a room with a very large bed. Leo: Ok, ____________3________________. Anna: Do you have rooms for the disabled? Leo: Yes. The handicapped-friendly rooms conform to all current handicapped accessible standards. Long dialogues Long dialogues

39. Anna: That’s great. I’d like to book one. In addition, we need three non-smoking deluxe single rooms. Leo: I’m afraid no deluxe single rooms are available on that day. _______4_________________? Anna: Yes, that’s all right. Is there any preferential rate for a group reservation? Leo: May I know your company’s name, please? Have you signed a contract with us? ____________5______________. Anna: Yes，I am from the ABC ,Inc. Long dialogues Long dialogues

40. Leo: Then we can give you a preferential rate according to the contract. _______6________, madam? Anna: Thank you. My name is Anna Anderson and my number is 4527 8856. Leo: Thanks. Madam, ____________7___________, an executive single room with king-sized bed, a handicapped friendly room, and three non- smoking twin rooms from the 4th to the 7th of April. We look forward to serving you. Long dialogues

41. Dialogue 4 1. I’d like to make a reservation. 2. What kind of room would you prefer? 3. We have executive rooms with king size beds. 4. Would you mind non-smoking twin rooms instead? 5. We have special corporate rates for certain companies. 6. May I have your name and telephone number? 7. I’d like to confirm your reservation. Long dialogues

42. (ii)Questions for discussion 1. What kind of guests can be offered a discount from the hotel? ______________________________________ 2. How does one receive a company reservation? _______________________________________ 3. What will a reservationist do when the hotel is fully booked? _______________________________________ Long dialogues

43. (iii)Useful Expressions a. May I have your name, sir? b. May I have your telephone number? c. May I know your arrival and departure dates, please? a. What type of room do you require? b. What kind of room would you like, sir? c. How many nights will you need the room, madam? Long dialogues

44. a. Please allow me to confirm the details with you. b. Can I just confirm those details then, please? c. Let me just confirm the details of your reservation, please. Long dialogues Long dialogues

45. Role play Make dialogues with the information and the pictures given below: Information for the picture RMB388 per night Guest Tel.: 8653499 Staying days: Sept. 7 to Sept. 9 Information for the picture Staying days: July 18th to July 21st

46. If you were the reservationist, what would you have done in the two situations? Read the two cases, find the problems, propose solutions and make dialogues to model your solutions. 1.As the head of the branch office, Mr. Green booked a suite in a five-star hotel for the parent company’s director, who was going to evaluate branch offices’ operation. The booking was done ten days in advance and confirmed on phone the next day. Case study

47. Another day later, however, Mr. Green was informed that the suites were all sold out and advised to take a luxury room instead. He rejected the proposal considering the extra cost and made a reservation in another hotel. 2. Mr. Smith made a telephone reservation in the Hotel Aurora, a four-star hotel, a week before their couple’s travelling. The reservation was confirmed by the hotel. However, on their way to the hotel after a 13-hour flight, the couple was informed Case study

48. that the hotel was fully booked and that they would be transferred to a motel nearby. The Smiths stayed at the motel for a few hours and left angrily because they couldn’t find a restaurant to feed themselves. They were disappointed with Hotel Aurora and left negative feedback online. Case study

49. Keys： Case 1： Comments: Disputes over reservation harm a hotel’s reputation and may even reduce the hotel into legal trouble if they are not solved appropriately. When a guest leaves quietly due to overbooking, he/she may never come back, neither does his/her favour upon the hotel. Case study

50. Problems: A. The reservationist did not obtain real-time room availability. B. The reservationist did not propose reasonable solutions to the problem. Solutions: A. The reservationist needs to update room availability from time to time. B. The reservation desk needs to cooperate well with the housekeeping department. Case study