LESSON No 5: Checking out of the Hotel

LESSON No 5: Checking Out of the Hotel

Objective: Students will practice their vocabulary and their reading and conversation skills through activities which can help them deal with checking out procedure Lesson plan: 1.Teacher introduces the structure of the lesson 2.Step 1: Students work on tasks prepared by the teacher 3.Step 2: Students meet on-line (internationally) 4.Step 3: Self-evaluation of the work done

Receptionist Guest

Pre-lesson task: Get ready to speak on the following topics: Steps to be taken when checking out the guest Vocabulary used when dealing with checking out

Step 1 Get acquainted with Get ready for on-line communication 1. Useful phrases used while checking out 1. Useful phrases used while checking out Are you ready to check out? Can you just check through the details, please? Can I speak to the hotel manager, please? Enjoy the rest of your holiday. Could you call a taxi for us, please? Have a safe and pleasant journey home. I'm afraid we overslept/slept in. How was your stay? Sorry, we are a bit late checking-out. How will you be paying? We have a few complaints. I'll just need your room key, please. We really enjoyed our stay. Thank you for choosing our hotel. We'll be back next time we are around. Was everything satisfactory? We're checking out of room No. 301. What room were you in? The beds were very comfortable Will you be putting this on your card? We hadn’t expected flowers in our room! Would you like to check if the total amount is correct? Would you like to speak to the hotel manager? Would you like your invoice to be sent to your office? 2. A list of terms used when checking 2. A list of terms used when checking out of out of hotel hotel Account Account Calculate Calculate Card key Card key Charge Charge Cheque Cheque Detailed (in-depth) invoice Detailed (in-depth) invoice Double-checked Double-checked Express check-out Express check-out Expiry date Expiry date Extending check out time Extending check out time Late check-out Late check-out Invoice Invoice Key Key Luggage Store / Room Luggage Store / Room Paying bills Paying bills Reduction Reduction Room rate Room rate Settling account Settling account Sign Sign Vacate Vacate

3. A model dialogue: play the receptionist. 3. A model dialogue: play the guest.

 Good morning! We are so sorry for  Good morning. Do not worry. It is always being late. really busy here at check out time anyway.  Oh, well, we have been charged for a  We aren’t fully booked at the moment, so it late checkout recently. is not a problem. How was your stay?  The room was great. Our beds were really comfortable, and we hadn’t expected such a panoramic view from the balcony.  I'm glad you liked it.   However, we were disappointed that the  I do apologize for that. It opens at 10 am. solarium wasn't open this morning Will you be putting this on your credit card?  Well. Would you mind if I pay in cash?  Not at all. So the total comes to Euro 125 including VAT.  I see. Actually, we were told it was Euro 115. That is what was said when we  Yes, but there is an extra charge on your bill. checked in.  Oh, sorry, I forgot. We ordered some  No problem. Here is your change. Could you, snacks to our room. please, leave the keys here?  Certainly. Here you are.  Thank you for choosing our hotel and have a safe journey and hope to see you again soon  Good bye c) Upload the prepared materials c) Upload the prepared materials

Step 2 On-line Practice prepared material in real life situations Practice prepared material in real life on-line situations on-line 1. Complete the sentences with one of the following 1. Complete the sentences with one of the verbs in the right form (The first one has been done following verbs in the right form (The first one for you.) has been done for you.) Then compare your answers with a partner. Then compare your answers with a partner. check out check out detailed detailed dispute dispute incur incur issue issue overcharge overcharge return return settle settle vacate vacate a) Before leaving the hotel, guests check out at a) Before leaving the hotel, guests check out at reception. reception. b) The hotel must be careful not to ______b) The hotel must be careful not to the guests. ______the guests. c) During guests’ stay at a hotel, they will c) During guests’ stay at a hotel, they will ______charges for the services used in the ______charges for the services used in hotel. the hotel. d) Guests may ______a charge if they d) Guests may ______a charge if they disagree with it. disagree with it. e) All valuables deposited for safe keeping will be e) All valuables deposited for safe keeping will ______. be ______. f) Some hotels may ______a luggage pass f) Some hotels may ______a luggage to show that payment has been received and the pass to show that payment has been received guest is free to leave. and the guest is free to leave. g) The bill should be ______so the guests g) The bill should be ______so the can see the cost of each item/service. guests can see the cost of each item/service. h) The receptionist has to remind the guests to h) The receptionist has to remind the guests to ______their bills before leaving the hotel. ______their bills before leaving the i) Most hotels require guests who are leaving to hotel. ______their rooms before lunchtime. i) Most hotels require guests who are leaving to ______their rooms before lunchtime.

3. You are a receptionist in a Gordon Gold Hotel 3. You are a guest in a Gordon Gold Hotel and and your guest wants to check out. Role-play the want to check out. Role-play the dialogue with dialogue with your partner your partner  Good morning! How can I help you?  Good morning. I‘d like to check out right now.  Well, may I ask your room number and your name, please?  I am Robert Welsh, room 102.  Could you wait a minute, please? Right, Mr. Welsh, it is room 102; and you want to check out just now.  Right.  Have you used any of our services today?  No. Not at all  Here is your bill, Mr. Welsh. 500 Euros for 5 nights and the additional cost is for laundry and room service.  Let me check my bill, please.  Here you are! Take your time.  I guess everything is OK. Here is my credit card.  Thanks. Will you sign here, please  No problem.  Here is your card. Thanks for choosing our hotel and we are looking forward to seeing you again!  Everything was perfect, thanks. Oh, one more thing. Is it possible to leave my  Certainly. The luggage room is over there, suitcase until 3 p.m.? next to the lift. Let me help you.  I will manage. Thanks a lot!

4. Design your own checking-in dialogues. 4. Design your own checking-in dialogues. Task 1 (Stage 1) is for you to get ideas and Task 1 (Stage 1) is for you to get ideas useful phrases. and useful phrases.

5. Your boss (the VIP guest) has already signed 4. Your VIP guest has already signed his Express his Express check out form and left the hotel. check out form and left the hotel. You have to Receptionist calls to your office in order to complete his form at once. Find out information find out information needed for filling his needed by calling your guest’s secretary and asking express check out form. Answer his/her the corresponding questions. questions.

Information required:  Surname, first name  Room No; departure date, time  Name, company name  Street, City  Zip code, country  E-mail address

Step 3 Evaluate your own work. Answer questions as honestly Evaluate your own work. Answer questions as as you can without regard to what you think others may honestly as you can without regard to what you expect of you think others may expect of you a Teacher’s feedback on the work done Resources: http://babelnet.sbg.ac.at http://www.hospitality-school.com/dialogue-guest-check-out http://www.englishclub.com http://www.audioenglish.net/english-learning/subject_at_the_reception_desk.htm

Bibliography:

Kaith Harding & Paul Henderson High Season (English for the Hotel and Tourist Industry), OUP 1997 Alison Pohj ‘Test your professional English’ Hotel and Catering, Pearson Education Ltd, 2004 http://www.hospitality-school.com/dialogue-guest-check-out http://www.englishclub.com http://www.audioenglish.net/english-learning/subject_at_the_reception_desk.htm