Check-in and check-out are services offered in hotels. These are primary services that require an employee to have good communication skills in English, especially so, if hotel clienteles are of different nationalities.
Listening: Check-In
Christopher Jones, a receptionist at Happy Hotel is receiving a guest at the front desk. Listen to their conversation.
Dialog 1 (Christopher and Guest)
At the Front Desk
Christopher: Good evening, ma’am. What can I do for you?
Guest: Good evening. I have a reservation for tonight.
Christopher: What was the name, please?
Guest: Michelle House. I did the booking two weeks ago.
Christopher: Just a moment, ma’am.
……………………..
Yes, Miss House, it was a double room with bath on the tenth floor from 12 to 15 April. Is that correct?
Guest: Yes, and does the room have a view of the mountain or the sea?
Christopher: It’s with the sea views, ma’am.
Guest: Great! I like that.
Christopher: The room number is 1023. And could you please fill in the registration form, ma’am?
Guest: Sure.
Christopher: Also, could I have a copy of your passport?
Guest: Sure. Here you are.
Christopher: Thank you. (makes a copy of the passport)
Ma’am, here’s your passport, and room card. The porter will show you up to your room. Have a nice stay!
Guest: Thank you.
1. Listen again and answer the questions.
- When did she book the room?
- What type of room did she book?
- What did Christopher ask her to do?
- How long is her stay?
- Who would help her with her luggage?
2. Listen to the dialog again and complete the following sentences.
- I have a [1] ____________for tonight?
- I did the [2] _____________two weeks ago.
- ….it was a [3] _______________ room with bath on the [4] floor…… .
- …. does the room have a [5] ______________ of the mountain or the sea?
- And could you please fill in the [6] _____________ ?
- The porter will [7] ____________________.
- Have a nice [8] _______________ .
Vocabulary
| STAGES OF CHECK-IN PROCEDURE | ||
| Vocabulary | Possible guest reply | |
1. receiving guest | Good morning/ afternoon/eveningWelcome to _________________ What can I do for you?How can I help you?Can I help you with anything? Under what name was the reservation?Under which name was the reservation? We certainly have rooms available for you.What kind of room do you have in mind?You may choose the type of room that you like from here (photos of hotel rooms). | Good morning/ afternoon/evening I have a reservation for today. It’s under the name of _____. I’d like to stay for two nights, but I don’t have reservation. Do you have vacancies? Thank you./ Thanks./ Thank you very much. Appreciate your help, thanks. |
2. guest registration | Let me check your reservation details.(reads details to the guest for confirmation) Ma’am/Sir, could you please fill up this form? | That’s right/ correct. Yes/ Yeah. Here you are./ There you are. |
3. secure advance payment or deposit | Ma’am/Sir, would you like to pay in advance or, would you rather pay later? Ma’am/Sir, the hotel would like to get a (30 USD) deposit, which will be given back upon check out. | I’ll pay in advance./ I’ll pay later. OK, no problem. Alright, that’s fine. |
4. briefly inform guest of hotel facilities and services | By the way ma’am/sir, we have a (spa salon) on the 2nd floor, should you like a facial or body massage. The swimming pool is available from 7 AM to 10 in the evening. | That’s great. That’s really nice. Really, I love that. Awesome, thank you for the information. |
5. complete the check-informalities | Alright, ma’am/sir, your room is on the _(3rd floor)__. Here’s your room key card.Do you need assistance with your luggage? The porter will escort you to your room.My pleasure./ I’m glad to be of help./ You’re welcome.Please enjoy your stay.Should you need help with anything, please don’t hesitate to ask?By the way, would like for us to make a morning call? | Thank you./ Thanks for your help./ No, thanks./No, thank you. My luggage is light. That’s alright. I can manage. Yes please. Give a call around 6:30 in the morning. Thanks so much. |
Challenge Yourself
3. A guest is staying for 3 nights in a single deluxe room. Fill up the registration form below using the following passport information.
***Use pseudo information for the rest of the details.
Passport Information
Photo Source: Wikipedia
Sample Registration Form
4. LISTENING: Check-Out
Dialog 2 (Clerk and Ryan)
At the front desk
Clerk: Good morning sir. Can I help you?
Ryan: Yes, please. I would like to check out today.
Clerk: Ok sir. May I ask for your name and room number?
Ryan: I’m Ryan Pool, and I’m from room 123.
Clerk: For a moment sir. Mr. Pool, you are from room 123 and you want to check out today, right?
Ryan: Yes.
Clerk: Sir, have you used any of our services?
Ryan: Yes, I had breakfast yesterday at the restaurant, and asked the lady to charge it to my room.
Clerk: Alright, wait a minute sir. —————
Ok sir. Here’s your bill. For 3 nights stay and a breakfast, that’s a total of $300.
Ryan: Let me check my bill.
Clerk: Sure sir. No problem.
Ryan: Everything is OK.
Clerk: How would you like to pay sir?
Ryan: I’d like to pay online.
Clerk: Alright sir, please scan this QR code.
Ryan: Ok done. Would you like to take a photo of the receipt?
Clerk: No need sir. Thank you for staying with us. Have a safe trip and we hope to see you again.
Ryan: Thank you. Bye.
Vocabulary
Check-out Procedure
| Stages Check-out Procedure | ||
| Vocabulary | Possible guest reply | |
1. guest request checkout | Good morning. Can I help you? | I’d like to check out. |
2. reviews guest details | Certainly ma’am/sir.May I have your name and room number? | My name is ___________.I’m from room _________.Here’s the keycard. |
3. inquires about quality of products and services | How was your stay ma’am/sir? Did you have a great time ma’am/sir? Did you have any problem during your stay? How was your room? Good to hear that.Glad you had a great stay. Is there any hotel facility that you really like? So sorry about that. We’ll do better next time. I’m sorry about what happened. | It was OK/ good/great. I had a great time. Oh I love it here. We love the swimming pool. Oh I had a bit of a problem with the (bathroom sink). But maintenance fixed it right away. |
4. secure payments | Ma’am/sir, have you used any of our services? Are there any other services you’ve used? How would you like to pay ma’am/sir? Here’s you bill.Please check your bill. Is everything OK?Is there any problem? | No. Yes, I ___________. I’d like to pay by _________. I’d like to check my bill. Everything seems fine.Everything’s good. |
5. clerk bid guest goodbye | Is there anything else I could do for you ma’am/sir? Thank you for staying with us. Have a happy/safe trip home. Hope to see you again. | Thank you. Thanks. Thanks a lot. |
Challenge Yourself
SPEAKING
1.Work in pairs. Role play a hotel check-in scenario. You may use the passport and registration information above.
2. Work in pairs. Role play a hotel check-out scenario. You may use the passport and registration information above.