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just fill in this form, the porter will take your luggage up to the room.

(__)

__________:Good morning madam. May I help you? (__)

__________:Yes. I'd like to check in. (__)

__________: Yes, I made a reservation by telephone. The name is Lepage – Lilianne

Lepage. I made a reservation for myself and my sister. (__)

__________: That's right. (__)

__________: Ah yes. One moment. I've got it here. Lepage. A twin room. (__)

__________: Do you have a reservation? (__)

Conversation 2

__________:Er... the name is Schultz. I have a reservation. (__)

__________:Yes, a single room, with bathroom. (__)

__________:Yes of course. I'll get the porters to take it up for you. (__)

__________: Right. Just a moment till I find it. Yes... here we are... Mr. Schultz,

single room. (__)

___________: O.K. now, we've put you in Room 403, which is on the fourth floor,

overlooking the hotel gardens. The rate is $100. (__)

__________: Can I help you sir? (__)

__________: Well, that sounds fine. (__)

__________: O.K. I'll do that. By the way, I've got some heavy luggage in the car.

Can you get someone to help me with it? (__)

__________: Good. And before you go up, if I could ask you to fill in the registration

card. (__)

3. Work in pairs. Take turn to be the receptionist and the guest. Ask for and give personal information for the registration card.

Section 2: reading

1. Pre-reading

Discuss the following questions.

1. When does the check-in take place?

2. What is the role of the check-in in the hotel business?

3. What is the important information needed in the check-in?

4. What departments in the hotel are needed to corporate with the front office?

5. What is the most improtant factor to make the check-in service impressive to the guest?

2. Reading:

GUEST REGISTRATION

One of the first opportunities for face-to-face contact with a hotel occurs when the guest registers. At this time, all the marketing efforts and computerized reservation systems should come together. Will the guest receive what has been advertised and promised? The front desk clerk who is well trained in the registraton process must be able to portray the hotel in a positive manner. This good first impression will help ensure an enjoyable visit.

The first step in the guest registration process begins with capturing guest data such as name, address, zip code, length of stay, company affiliation, etc., which are needed during his or her stay and after departure. Various departments in the hotel require this information to provide service to the guest. The registration process continues with the extension of credit, room selection, room rate application, opportunity to sell hotel services, room key assignment, and folio processing. Continually efficient performance of the registration process is essential to ensuring hospitality for all guests and profitability for the hotel.

Lisa Rickman is front office manager of the Westin Crown Center, Kansas City, Missouri. She has held the positions as front office agent, night auditor, night supervisor, relief night manager, night manager, and assistant day manager. Ms. Rickman says that the first contact any guest receives is very critical to their overall stay. If a guest receives a warm reception from the beginning experience on the front drive, followed by a smooth and friendly check-in, more than likely the overall stay will be memorable and pleasant. The result of this encounter will be positive, free publicity from this guest and a loyal repeat customer.

She states that employee training in conflict resolution and customer service is important to ensure that the first guest contact experience is positive.

Feedback from guests is also an important part of providing quality guest services. Corporate guest surveys can yield information on specific areas as well as overall stay satisfaction. In-house guest surveys provide more immediate feedback from guests and highlight areas for improvement. Telephone surveys are used to provide information on guest satisfaction.

Ms. Rickman feels that customer service issues are very critical to the overall business. Each person who checks in will tell two people who will also tell two people. One of the most important elements of a guest’s stay is the service received in the first ten minutes of arrival.

(from Hotel Front Office Management)

1. Decide whether the following statements true or false.

  1. When the guest registers, only the front office deals with the registration process.
  2. The staff at the reception needs good training to offer impressive services at the first meeting.
  3. All the guest data was already recorded when the guest made the reservation.
  4. The hospitality for all guests and profitability for the hotel are guaranteed with the efficient registration process.
  5. The hotel needs to make surveys to get the feedback from the guests to ensure quality guest services.

2. Number the following steps in the correct order.

Guest registration procedures

  • Front desk clerk assigns room rate.
  • Front desk clerk discusses sales opportunities for hotel products

and services with guest.

  • Front desk clerk makes room selection.
  • Front desk clerk processes folio.
  • Front desk clerk provides room key.
  • Front desk clerk inquires about guest reservation.
  • Front desk clerk makes room assignment.
  • Front desk clerk projects hospitality toward the guest.
  • Front desk clerk reviews completeness of registration card.
  • Front desk clerk verifies credit.
  • Guest completes registration card.
  • Guest requests to check into the hotel.

Section 3: do you remember?

  1. What do you need when the guest asks for the check-in?

…………………………………………………………………………………………

…………………………………………………………………………………………

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  1. Why is the registration process so important?

…………………………………………………………………………………………

…………………………………………………………………………………………

…………………………………………………………………………………………

  1. What are the steps in the registration procedures?

…………………………………………………………………………………………

…………………………………………………………………………………………

…………………………………………………………………………………………

  1. Who involves in the registration process?

…………………………………………………………………………………………

…………………………………………………………………………………………

…………………………………………………………………………………………

  1. After the guest checks in, does the front desk office complete his/her duties?

…………………………………………………………………………………………

…………………………………………………………………………………………

…………………………………………………………………………………………

Questions & Answers

How we are making nano material?
LITNING Reply
what is a peer
LITNING Reply
What is meant by 'nano scale'?
LITNING Reply
What is STMs full form?
LITNING
scanning tunneling microscope
Sahil
what is Nano technology ?
Bob Reply
write examples of Nano molecule?
Bob
The nanotechnology is as new science, to scale nanometric
brayan
nanotechnology is the study, desing, synthesis, manipulation and application of materials and functional systems through control of matter at nanoscale
Damian
Is there any normative that regulates the use of silver nanoparticles?
Damian Reply
what king of growth are you checking .?
Renato
What fields keep nano created devices from performing or assimulating ? Magnetic fields ? Are do they assimilate ?
Stoney Reply
why we need to study biomolecules, molecular biology in nanotechnology?
Adin Reply
?
Kyle
yes I'm doing my masters in nanotechnology, we are being studying all these domains as well..
Adin
why?
Adin
what school?
Kyle
biomolecules are e building blocks of every organics and inorganic materials.
Joe
anyone know any internet site where one can find nanotechnology papers?
Damian Reply
research.net
kanaga
sciencedirect big data base
Ernesto
Introduction about quantum dots in nanotechnology
Praveena Reply
what does nano mean?
Anassong Reply
nano basically means 10^(-9). nanometer is a unit to measure length.
Bharti
do you think it's worthwhile in the long term to study the effects and possibilities of nanotechnology on viral treatment?
Damian Reply
absolutely yes
Daniel
how to know photocatalytic properties of tio2 nanoparticles...what to do now
Akash Reply
it is a goid question and i want to know the answer as well
Maciej
characteristics of micro business
Abigail
for teaching engĺish at school how nano technology help us
Anassong
How can I make nanorobot?
Lily
Do somebody tell me a best nano engineering book for beginners?
s. Reply
there is no specific books for beginners but there is book called principle of nanotechnology
NANO
how can I make nanorobot?
Lily
what is fullerene does it is used to make bukky balls
Devang Reply
are you nano engineer ?
s.
fullerene is a bucky ball aka Carbon 60 molecule. It was name by the architect Fuller. He design the geodesic dome. it resembles a soccer ball.
Tarell
what is the actual application of fullerenes nowadays?
Damian
That is a great question Damian. best way to answer that question is to Google it. there are hundreds of applications for buck minister fullerenes, from medical to aerospace. you can also find plenty of research papers that will give you great detail on the potential applications of fullerenes.
Tarell
what is the Synthesis, properties,and applications of carbon nano chemistry
Abhijith Reply
Mostly, they use nano carbon for electronics and for materials to be strengthened.
Virgil
is Bucky paper clear?
CYNTHIA
carbon nanotubes has various application in fuel cells membrane, current research on cancer drug,and in electronics MEMS and NEMS etc
NANO
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Source:  OpenStax, English for tourism. OpenStax CNX. Aug 13, 2009 Download for free at http://cnx.org/content/col10770/1.2
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