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General Education General Education OfficeOffice

IHM.316 / ILA2401IHM.316 / ILA2401English for the English for the Hotel BusinessHotel Business

Unit 4: Unit 4: Reservations and Reservations and

Check-InCheck-In

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Staying in HotelsStaying in HotelsCan you name recognise these hotel brands?

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ObjectivesObjectivesThe objectives of this unit are….

1. Language Focus: Reservation and Check-In Procedures

2. Vocabulary Focus: Reservation and Check-In Documentation/Policies

The purpose of this unit is to understand the importance of booking hotel reservations and checking-in policies and procedures.

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AimsAimsTo meet these objectives we will:

– Review Do / Does for Present simple questions– Review Reservation Procedures– Practice ‘short answers’ and ‘tag questions’– Listen to and practice telephone reservations – Discuss the impact of ICT and Internet technology developments– Discuss the advantages/disadvantages of computer and Web based

systems

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Listening – Taking a Listening – Taking a reservationreservationa) Listen to the phone call and circle the correct answer.

• Do Mr and Mrs Morell want to book a room for Tuesday night? Yes / No• Does the room cost 225 euros per night? Yes / No• Does the hotel have a restaurant? Yes / No• Do they want to book a table for seven o’clock? Yes / No• Does Mrs Morell have a mobile phone? Yes / No

b) Listen again and complete the five white boxes on the screen below.

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2

Double

07780161236

Mrs Julia Morell

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Grammar Focus – Do / Grammar Focus – Do / DoesDoes

Do serve lunch / dinner / afternoon tea? have a parking space / swimming pool / sauna? have a double room / twin room / single room?Does the hotel have a sauna / restaurant? the bar open at lunchtime / in the evening?

Use Do and Does to make questions in the Present Simple tense.Example Do you have a parking space?

Does the hotel have a sauna?

Use do/don’t, does/doesn’t in short answers.

Example Does the hotel have a sauna?Yes, it does. No, it doesn’t.

Make questions and short answers using these words.

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ListeningListening•Listen to two callers phoning the Hotel Melissa to make reservations. Complete the information in the chart on your sheet.

Caller 1 Caller 2

Name of guest(s)

Arrival Date

No. of Nights

Room Type

Company/Individual

Stayed before

Method of Payment

Credit card no

Address

Reservation No

Special Requests

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Language StudyLanguage StudyShort AnswersLook at how the callers give short answers to the questions of the reservation clerk:Have you stayed with us before?

– No, I haven’t.Will you be paying by credit card?

–Yes, I will.You have an account with us, don’t you?

–Yes, we do.

Using short answers, answer the questions on your sheet.

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Language Study – Short Language Study – Short AnswersAnswersShort Answers

Using short answers answer the following questions:

•Do you have a reservation? (No) _________________

•Is it just for one night? (Yes) _________________

•Would you like one of our executive rooms? (Yes) ______________

•Is there one available on the ground floor? (No) _______________

•Will you be staying tomorrow as well? (No) _______________

•Is that a company booking? (Yes) _________________

•Have they confirmed their booking? (Yes)_____________

•Do you have a room with a view? (Yes) _______________

No, we don’t.

Yes, it is.

Yes, I would.

No, there isn’t.

No, we won’t.

Yes, it is.

Yes, they have.

Yes, I (we) do.

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Language StudyLanguage StudyTag QuestionsNotice the way we use tag questions 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?

Using tag questions, answer the questions on your sheet.

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Language Study – Tag Language Study – Tag QuestionsQuestionsNow add tag questions to the following statements:

•There isn’t a doctor in the hotel, _____________?

•You wanted to pay in cash, _____________?

•You haven’t spoken to the duty manager yet, _____________?

•We couldn’t have a receipt for that, _____________?

•It’s more expensive in high season, _____________?

•You’re settling by credit card, _____________?

•We can sign the agreement today, _____________?

is there?

didn’t you?

have you?

could we?

isn’t it?

aren’t you?

can’t we?

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Reservation Reservation ProceduresProceduresUse this chart for understanding how to handle phone

reservations.

Write down what the hotel employee says for each of the numbered stages.

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2

3

4

5

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Reservation Reservation ProceduresProcedures

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8

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Reservation Reservation ProceduresProcedures

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10

9

11

12

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13

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PRACTICE IT!PRACTICE IT!Working with a partner, use the chart for handling phone reservations on your sheet to create your own mock reservation dialog conversation.

One person must be the receptionist, and the other person must be the guest booking the reservation.

You must create complete sentence answers for each section modeled using your own ideas, including the hotel and reservation details.

Prepare your mock phone reservation to present in front of the class and your instructor.

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ListeningListeningBelow are some extracts from a conversation between a receptionist and a guest checking in without a reservation. Put them in order (from 1 to 10) in which you think you will hear them.

  Would you like an Executive at $125 or a standard at $95?

  And may I take your home address, please?

  It’s room 760 on the seventh floor.

  Hello.

  And the name, sir, is…..?

  Here’s your credit care, passport and here’s your key.

  This is your registration card. Can you just check through the details, please?

  Just the one night?

  Because you’re not a British citizen I’ll require your passport in order to complete the registration.

  How will you be settling your account, sir?

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Developing TechnologiesDeveloping TechnologiesInformation and Communication Technology (ICT) has allowed for major developments in the information handling involved in hotel reservations.

Local System Distributed System

WWW

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Developing TechnologiesDeveloping TechnologiesThe Internet / World Wide Web allows for a large number of communications advantages for ‘online reservations’.

WWWFrontOffice

Travel Agent

Home Guest

MobileGuest

Payment Gateways

Corporate Officefor Chain Hotels

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Web based TechnologiesWeb based Technologies• Web Based Booking Systems• Browser Based• Form Based• Browser Personal Data Cache (Autofill-Personal Details)• Two types:

Integrated Reservations Outsourced Reservations(3rd Party)

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Integrated ReservationsIntegrated ReservationsAdvantages of IntegrationSeamless within site design (Retain Corporate Style / Branding)Local site admin/hotel adminLower start-up costMinimal usage cost

Disadvantages of IntegrationTechnical SkillCreativity / FunctionalityRisk – financial security (SSL)

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Outsourced ReservationsOutsourced ReservationsAdvantages of OutsourcedSecure SSL Data transferData protection GuaranteePossibly Higher Visibility (SEO)

Disadvantages of OutsourcesHigher Start-up CostOngoing Usage Cost (per use)Loss of Design Control (Corporate Styling/Branding)

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Outsourced Reservations Outsourced Reservations – further functions– further functions

Central Reservation

System

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OpenTravel is comprised of companies representing• airlines•car rental firms•hotels•cruise lines•Railways•leisure suppliers•service providers•tour operators•travel agencies•solutions providers•technology companies•distributorsTens of thousands of OpenTravel message structures are in use, carrying tens of millions of messages between trading partners every day.

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Hotel Reports – a simple Hotel Reports – a simple exampleexample

Daily Arrival List

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Hotel Reports – Front of Hotel Reports – Front of House / SalesHouse / Sales

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Hotel Reports – Back of Hotel Reports – Back of HouseHouse

Management Information Systems

Decision Support Systems

Local and Corporate Level

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SummarySummary•Today we have:

–Reviewed Do / Does for Present simple questions–Reviewed Reservation Procedures–Practiced ‘short answers’ and ‘tag questions’–Listened to and practiced telephone reservations –Discussed the impact of ICT and Internet technology developments–Discussed the advantages/disadvantages of computer and Web based systems