Room types Executive suite Connecting rooms Adjoining rooms

Room types

Executive suite

Connecting rooms

Adjoining rooms

Adjacent rooms

BOOKING

Collocations with booking to make to accept to reject a booking a reservation to confirm to cancel to change

Fill in the gaps using the given verbs: reject, change, cancel, confirm, make, accept. In case a guest ______ a booking, he/she is required to pay a 15% cancellation fee. Unfortunately, we are fully booked, so we’ll have to _____ your reservation. All guests are required to _____ their booking 48 hours before the arrival time. Otherwise, the hotel is eligible to release the room. Madam, since our conference has been rescheduled for November 2 nd , we have to ____ the booking from the mid-October to the beginning of November. If you want to _____ a booking at our top of the range hotel, call our call center as soon as possible – 0800 -333 -564. Sir, unless you give me your passport number, I really cannot ____ your reservation.

ANSWERS In case a guest CANCELS a booking, he/she is required to pay a 15% cancellation fee. Unfortunately, we are fully booked, so we’ll have to REJECT your reservation. All guests are required to CONFIRM their booking 48 hours before the arrival time. Otherwise, the hotel is eligible to release the room. Madam, since our conference has been rescheduled for November 2 nd , we have to CHANGE the booking from the mid-October to the beginning of November. If you want to MAKE a booking at our top of the range hotel, call our call center as soon as possible – 0800 -333 -564. Sir, unless you give me your passport number, I really cannot ACCEPT your reservation.

Revenue, income, profit

Room rates

to retain retention

Cancellation charges

Different ways of booking a room Reservation over the telephone Reservation through a travel agency Reservation through personal contact, direct face-toface (on the premises/spot) Reservation through Telex (Via an e-mail or by fax) Reservation via the internet (online booking) – booking websites and booking apps

Registration (check-in) process to register or to check into a hotel/ to check in at the hotel ≠ to check out of the hotel

Check-in stages Welcoming and greeting the guest Determining the guest’s reservation status Creating the registration record Assigning the room and rates Establishing the method of payment Handing out/giving the room key/card Fulfilling special requests

Fill in the gaps using the following verbs: register, fill in/out, hand, assign, confirm, escort, stay, pick up. Our hotel is attractive to pilots because we offer transport to and from the airport. That is why 40 pilots _____ in our rooms every week. The check-in process is easy. Our reservation people ____ rooms to the pilots as soon as they get the request. We usually _______ pilots at the airport. We _____ each pilot in the courtesy van. The driver _____ each pilot a special packet. It includes a reg card and a room key. The pilots don’t have to ______ the reg card, because Reservations prepares it in advance for each pilot using a computer file. Each pilot checks it through and ____ the card. In this way, they _____ room rate, arrival and departure dates, flight number and room number. The driver then takes the pilots directly to the back wing of the hotel, where a bell person meets them and _______ them to their rooms. Then the driver gives the completed paperwork to the Reservations.

CHECK-OUT STAGES Asking the guest for the name and room number Asking a bout additional charges and posting them into the account Presenting the account to the guests for review Explaining the bill item by item Establishing the method of payment Carrying out account payment Getting the key from the guest Updating the room status

Account settlement

Balance

Cheque bounce

Currency

Traveller’s checks

Receipt

Invoice Pro forma invoice

In-house credit

Complete the sentences using: settle, create, pay, review, post charge, zero out, authorise This time we are planning to _____ our account in cash, since there is a 10 per cent discount. Madam, you don’t have to pay for each service used individually. We’ll ____ charges to your guest account, which you can _____ at the check-out. During check-out, a guest usually _____ his/her account and then ____ any outstanding account balance. The receptionist also ____ a guest history file by putting in some basic personal and financial information about the guest. Some receptionist are ______ (= given permission to do sth) to _____ some extra fees for extra services.

Answers This time we are planning to settle our account in cash, since there is a 10 per cent discount. Madam, you don’t have to pay for each service used individually. We’ll post charges to your guest account, which you can zero out at the checkout. During check-out, a guest usually reviews his/her account and then pays any outstanding account balance. The receptionist also creates a guest history file by putting in some basic personal and financial information about the guest. Some receptionist are authorised (= given permission to do sth) to charge some extra fees for extra services.

Use the following nouns to fill in the blanks: charges, receipt, deposit, invoice, currency, balance, account. I went to the bank to check my ______, when I figured out that my account was in the red. My job is to post additional _____, such as wellness center services, massage service, etc. , to the guests’ accounts. Once the hotel sends an ______ to the guest’s company, it has a period of 8 weeks to settle up. Sir, how will you be settling your _______ ? / In cash. The local ______ in China is Yuan. Sir, you forgot to take the _______. You might need it in case there is something wrong with the laptop. The complaint period is 6 months. When making a reservation it is customary to make a 15% _____.

Answers! I went to the bank to check my balance, when I figured out that my account was in the red. My job is to post additional charges, such as wellness center services, massage service, etc. , to the guests’ accounts. Once the hotel sends an invoice to the guest’s company, it has a period of 8 weeks to settle up. Sir, how will you be settling your account? / In cash. The local currency in China is Yuan. Sir, you forgot to take the receipt. You might need it in case there is something wrong with the laptop. The complaint period is 6 months. When making a reservation it is customary to make a 15% deposit.

ROOM STATUS

vacant occupied

On-change

Out of order

Late check-out

Skipper

Identify the following room status The guest is in the room but not charged any fees for staying there COMPLIMENTARY The guest has requested that no hotel staff should enter the room DO NOT DISTURB The guest is not checking out today, extending his stay for at least one more night STAY OVER The guest has registered to the room, but has not used the bed SLEEP OUT

HOTEL FACILITIES and SERVICES

TANGIBLE Ball Key INTANGIBLE T O U C H Love Anger

CORE ≠ INTANGIBLES Ambience Meeting facilities Well-equipped f room Banquet facilities Quality of service Bar

Pay per view

car parking lot

Folders

Stationery or office supply

Cot or crib

Rollaway bed

Trouser press

Floodlit tennis court

Banqueting facilities

Fill in the gaps using the most suitable hotel facilities. It seems to be stuffy in here. Please, switch on the ______. I can’t put it on, it’s all wrinkled. – Darling, although you are a MAN you can use the _______ in the corner. Sir, we need a double room and a _____ in it. I want my 6 month old baby to have a place to sleep. If you wish to organise grand, formal dinners at your hotel, you should consider ordering some ______. Sir, despite the nightfall you can still play tennis. There are three ______ tennis ____. If you’d like to have a nightcap, let’s go to my room. There is a ______ with all sorts of drinks.

ANSWERS! It seems to be stuffy in here. Please, switch on the airconditioner. I can’t put it on, it’s all wrinkled. – Darling, although you are a MAN you can use the trouser press in the corner. Sir, we need a double room and a cot/crib in it. I want my 6 month old baby to have a place to sleep. If you wish to organise grand, formal dinners at your hotel, you should consider ordering some banqueting facilities. Sir, despite the nightfall you can still play tennis. There are three floodlit tennis courts. If you’d like to have a nightcap, let’s go to my room. There is a well-stocked mini-bar with all sorts of drinks.

CUSTOMER SERVICE CUSTOMER BEHAVIOUR

Customer dissatisfaction

Customer defection

Customer retention

Complete the sentences using the given words: retention, defection, to retain, to defect, dissatisfied. Despite the global crisis, German car manufacturers managed to _____ 67% of their existing customers. If BA does not upgrade its poor service it will face a severe customer ______ in the next 5 years. When Coca Cola changed the flavour of Coke back in 1980 s, 50% of customers ____ and started drinking Pepsi. Due to a price hike of 25%, Greek hoteliers can expect a considerable customer ______. Maybe Turkey will profit from it. A _______ client will always complain about bad service to your superiors and cause a lot of problems. So, meet your customers’ needs!

ANSWERS! Despite the global crisis, German car manufacturers managed to retain 67% of their existing customers. If BA does not upgrade its poor service it will face a severe customer defection in the next 5 years. When Coca Cola changed the flavour of Coke back in 1980 s, 50% of customers defected and started drinking Pepsi. Due to a price hike of 25%, Greek hoteliers can expect a considerable customer defection. Maybe Turkey will profit from it. A dissatisfied client will always complain about bad service to your superiors and cause a lot of problems. So, meet your customers’ needs!

COLLOCATIONS to deal with/ to handle a problem/an issue complaints to deal with/to resolve to meet the guest’s expectations to make/to lodge a complaint to live up to the needs

ANSWERS to deal with/ to handle a problem/an issue complaints to deal with/to resolve to meet the guest’s expectations to make/to lodge a complaint to live up to the needs