Lesson Two　Check-in Service

Objectives

To help the students master useful expressions and sentences about check-in service.

To help the students familiar with procedure of check-in service.

To help the students make some dialogues about check-in service.

Warming Up

1. Look at the following pictures and fill in the blanks according to the corresponding description.

　　　　　　 have the first face-to face contact with the guests and help guests register and check in.

　　　　　　 is a card which guests use to open the door.

　　　　　　 is an important document used by guests when they check in.

　　　　　　 is a kind of form which front desk staff need to fill in carefully when guests check in.

Dialogues

Key sentences:

Have you made a reservation before?

Would you please fill out this registration form?

You forget to fill in the date of departure. May I fill it in for you?

May I see your passport, please?

Is there any change in your schedule?

Pre-questions:

1. Have you ever checked-in a hotel? How?

2. What kind of document does a guest need to check in a hotel?

3. If a guest doesn’t make a reservation in advance, can he check in a hotel?

Dialogue 1

Receptionist:　 　Good morning, madam. Can I help you?

Guest:　　　　　Good morning, I want a standard single room, please.

Receptionist:　 　Have you made a reservation before?

Guest:　　　　　No, I haven’t.

Receptionist:　 　How long do you want to stay?

Guest:　　　　　Three days.

Receptionist:　 　Let me check. Oh, yes. I can offeryou a standard single room. It is 100yuan per night.

Guest:　　　　　Okay, thank you.

Receptionist:　 　May I see your ID card?

Guest:　　　　　Of course. Here you are.

Receptionist:　 　Thank you. Madam. Could you fill inthis form, please?

Guest:　　　　　Yes. Here it is.

Receptionist:　 　Thank you. Here is your key. It’s Room 808 on the third floor.

Guest:　　　　　Thank you very much.

Receptionist:　 　You are welcome. Have a nice day.

Dialogue 2

Receptionist:　 　Good afternoon, sir. Welcome to our hotel. May I help you?

Guest:　　　　　Yes. I booked a room two weeks ago.

Receptionist:　 　May I have your name please, sir?

Guest:　　　　　John Smith.

Receptionist:　 　Just a moment, sir. I need to look through our list. Yes, we do have a reservation for you, Mr. Smith. A balcony room with 500 Yuan RMB as a deposit. Is that correct?

Guest:　　　　　Yes, it is.

Receptionist:　 　Would you please fill out this registration form?

Guest:　　　　　What should I fill in under Room Number?

Receptionist:　 　You can skip it. I’ ll put in the room number for you later.

Guest:　　　　　Okay. Here you are. I think I’ ve filled in everything.

Receptionist:　 　Let me see... name, address, nationality, passport number, signature and date of departure. Oh, here, sir. You forget to fill in the date of departure. May I fill it in for you? You are leaving on...

Guest:　　　　　September 14th.

Receptionist:　 　May I see your passport, please?

Guest:　　　　　Yes, here you are.

Receptionist:　 　Thank you. Your room number is 1201 on the twelfth floor. Here is your key. Please make sure that you have it with you all the time. You need to show it when you sign for your meals and drinks in the restaurants and the bars.

Guest:　　　　　Okay. I’ ll keep it with care, thank you.

Receptionist:　　If you are ready, I will call the bellboy to take you to your room.

Guest:　　　　　Yes, I’ m ready. Thank you.

Receptionist:　　I hope you enjoy yours stay with us.

Dialogue 3

Receptionist:　 　Good evening. Welcome to Rose Hotel. May I help you?

Guest:　　　　　Yes, I’ d like to check in. I’ m the tour leader. I have made a reservation a week ago.

Receptionist:　 　May I have your name?

Guest:　　　　　Of course. My name is Wang Ping.

Receptionist:　 　Yes, madam. You have made a reservation of 10 double rooms and 5 single rooms. Is there any change in the number of your group?

Guest:　　　　　No.

Receptionist:　 　Here is the room list. Do you have a group visa?

Guest:　　　　　Yes, here you are.

Receptionist:　 　All right. I’ ll make a copy of your group visa. Please wait a moment. Here are the room cards and meal coupons. Are you going to divide them by yourself?

Guest:　　　　　Yes.

Receptionist:　 　I’d like to reconfirm the schedule of your stay here. Is there any change in your schedule?

Guest:　　　　　Yes, we would like to change our check-out time to 9:00p.m.

Receptionist:　 　No problem, sir. Would you please place your luggage in front of your room door by 8:30 a.m.? We will have your luggage picked up. Anything else?

Guest:　　　　　No. Thank you.

Receptionist:　 　If there is any change, please informthe Front Desk.

Guest:　　　　　Ok. Thank you.

Vocabulary

Useful Expressions

1. Welcome to our hotel. May I help you?

欢迎光临我们酒店，请问有什么可以帮您吗？

2. Have you made a reservation before?

请问您之前预定过房间吗？

3. How long do you want to stay?

请问您要住多久？

4. Let me check. Oh, yes. I can offer you a standard single room. It is 100yuan per night.

让我查一下。是的，我可以给您提供一间标准单人房，每晚100元。

5. May I see your ID card?

我可以看一下您的身份证吗？

6. Would you please fill out this registration form?

请您填一下这张登记表。

7. May I have your name please, sir?

先生，请问您贵姓？

8. I need to look through our list. Yes, we do have a reservation for you, Mr. Smith. A balcony room with 500 Yuan RMB as a deposit. Is that correct?

我需要看看我们的名单。是的，我们有您的预订，史密斯先生。您预定了一间阳台房，预付了500元押金。请问对吗？

9. You forget to fill in the date of departure. May I fill it in for you?

您忘记填写离开日期了。我可以为您填写吗？

10. May I see your passport, please?

我可以看一下您的护照吗？

11. Here is your key. Please make sure that you have it with you all the time.

这是您的房门钥匙，请一定随身携带。

12. You need to show it when you sign for your meals and drinks in the restaurants and the bars.

当您在餐厅用餐和酒吧喝酒签账单时，您需要出示一下房卡。

13. If you are ready, I will call the bellboy to take you to your room.

如果您准备好了，我会叫行李员带您去您的房间。

14. I hope you enjoy yours stay with us.

我希望您在我们酒店住的愉快。

15. Is there any change in the number of your group?

你们团队人数有变化吗？

Exercises

1. Questions and Answers

(1) Which place in hotel is responsible for receiving guests?

(2) What are the procedures of check-in service?

(3) What important items should be filled in the registration form?

2. Match the words or expressions in Column A with their Chinese equivalents in Column B.

3. Fill in the blanks

(1) May I know your 　　　　　　（离开日期）?

(2) Would you mind 　　　　　 （填写）this registration form?

(3) Could you arrange a king-size bed room 　　　　　　　　　　（带浴室） us?

(4) I want to stay here 　　　 the April 15th 　　　 17th.

(5) Have you made any reservation?

= Do you have a 　　　　　 with us?

(6) Wait a moment please. = 　　　　　　　　　　

(7) Please show me your passport. =　　　 I see your　　　　　?

May I (看一看）　　　　　　 your（身份证）　　　　　?

(8) How are you going to pay, 　　　 cash or 　　　credit card?

=How would you like to make your payment?

(9) Here are the 　　　　（钥匙）to room 1108.

(10) The 　　　　　will show you up with your baggage.

=Our 　　　　　will 　　　　　you to your room.

4. Read the passage and decide if the statements are true (T) or false (F).

The front desk of a hotel is called Reception, and this is where you will officially check-in.Have your identification, reservation confirmation, and form of payment (preferably a credit card with lots of room on it) at hand. This can include your Driver License, Passport, and one or more credit cards.If you are staying abroad, the concierge will usually either copy the front page of your passport, or keep your passport for the duration of your stay. A print out of your reservation confirmation can be useful, particularly if you secured a special rate or promotion.If you do not have a reservation, be prepared to be turned away if the hotel has no vacancies. Ask the concierge for suggestions for alternate hotels.Most hotels will place a hold of the full amount of your stay plus a percentage as incidentals per day, so it’s best to not give them your debit card.

Exercises:

(1) The front desk of a hotel is where you will officially check-in. (　　)

(2) Your identification includes driver license. (　　)

(3) If you are straying abroad, you must give your passport to the hotel. (　　)

(4) If you don’t have a reservation, you may be refused by the hotel if the hotel has no room available. (　　)

(5) You can ask the concierge for other hotels’ information. (　　)

Challenges and Solutions

1. What’s the difference between a single guest checking in and a tour group checking in?

Solutions:

2. If a guest checks in your hotel, but there is no room available, what should you do?

Solutions:

3. If you are on the phone, a guest arrives and wants to check in, what should you do?

Solutions:

4. How would you receive a disabled guest at the front desk?

Solutions:

5. If you know it is the guest’s birthday during his/her stay in the hotel, what should you do?

Solutions:

6. If a guest’s reserved room is occupied by other guest, what should you do?

Solution:

7. What do you think is the most important quality for a receptionist in a hotel?

Solutions: