 |
|
Questions to the text above
1. What do the phrases “front desk” or “reception area” designate? What is the difference between the way front desk functions are handled in a large and a small hotel?
2. How does the lobby of a small hotel differ from the lobby of a large one?
3. What are the sections into which the front desk of a large hotel is divided? What business is handled by each section?
4. What are some of the support functions of the front desk that are normally out of sight of the public?
5. What are the duties of the room clerk?
6. What are the duties of the clerks at the key and information desks?
7. What are the customary duties of the front desk cashier?
8. What is the primary job of the front desk personnel? Why is this an important job?
Reading comprehension
Say what statements are true and what ones are false. Comment on the true statements and correct the false ones. Prove with the text.
1. Front-desk employees have very little contact with guests.
2. The lobby of the hotel is frequently used as a meeting place by the guests and the general public as well.
3. In a large hotel the front desk is often divided into different sections with specialized functions.
4. The employee who checks in arriving guests and assigns them to their rooms is the cashier.
5. Requests for rooms may be received from travel agents and transportation companies, as well as directly from the public by telephone or e-mail.
6. Cashier is also expected to provide information about local entertainment, events and sights of interest.
7. The cashiers seldom ask departing guests if they have incurred any last-minute charges for the telephone or for food and beverage service.
8. Most customers consider the front desk employees to be the “face” of the hotel.
Find English equivalents from the text above to the following:
1. частый контакт с посетителями –
2. забрать ключи и почту –
3. обналичивать чек –
4. обменять валюту –
5. встречать важных гостей –
6. подтвердить наличие свободных мест –
7. транспортные компании –
8. разделять функции –
9. освободить номер в гостинице –
10. уезжающий гость –
11. напоминать работу в других отелях –
12. важный фактор успеха –
Dialogue Patterns
Read, memorize and dramatize the following dialogues:
Checking in
Dialogue 1
| Guest: | Good evening. My name is Casado. I have a reservation. |
| Receptionist: | Good evening, Mr. Casado. Yes, we received your telex. A single room for two nights, leaving on the 22nd of December. Would you please fill the registration form? I’ll get your key. |
| Guest: | Thank you. |
| Receptionist: | Here is your keycard. Your room number is 807. Would you like a dinner tonight? |
| Guest: | Perhaps later. |
| Receptionist: | Well, the hotel restaurant is open until 11.00 p.m. But if you want something to eat later than that, just call room service. Now the bellboy will show you to your room. Have a pleasant stay in Stockholm, sir! |
| Guest: | Thank you. |
Dialogue 2
| Receptionist: | Good afternoon, sir. Do you have a reservation? |
| Mr. Watson: | No, I don’t. Do you have a double room for two nights? |
| Receptionist: | Yes, we do. |
| Mr. Watson: | Oh, good. |
| Receptionist: | I’ll just check what rooms we have available. Just a moment, please. |
| Mr. Watson: | OK, thanks. |
| Receptionist: | Let me see… Room 414 is free. It’s on the fourth floor and it’s with twin beds and a sea view. |
| Mr. Watson: | Oh, that sounds fine. How much is it? |
| Receptionist: | Well, the cost is $ 150 per night, including buffet breakfast. |
| Mr. Watson: | Fine. |
| Receptionist: | Would you fill out this registration form, please? |
| Mr. Watson: | Oh, yes. Sure. |
| Receptionist: | Thank you very much. Could I see your passport, please? |
| Mr. Watson: | Yes. Here it is. |
| Receptionist: | Thank you. How will you pay for your room? |
| Mr. Watson: | By Visa. |
| Receptionist: | May I have your credit card, please? |
| Mr. Watson: | Certainly, here you are… |
Dialogue 3
| Receptionist: | Good afternoon. May I help you? |
| Ms. O’Neill: | Yes, I have a room booked. My name is O’Neill. |
| Receptionist: | Ah, yes, Ms. O’Neill. It’s a single room with a sea view until Saturday, is that right? |
| Ms. O’Neill: | Yes, and a shower. |
| Receptionist: | Oh, yes, yes. All rooms have showers. |
| Ms. O’Neill: | How much does that cost? |
| Receptionist: | Well, it’s $ 95 a night but that does include buffet breakfast. |
| Ms. O’Neill: | OK. I’ll pay by MasterCard. |
| Receptionist: | You’ll be in room 301 which is on the third floor. Here’s your key and your key card. Would you just fill out the registration form, please? |
| Ms. O’Neill: | Sure. And what about my suitcase? |
| Receptionist: | Your baggage will be taken up to your room for you. |
| Ms. O’Neill: | Oh, that’s good. |
| Receptionist: | Have you stayed with us before? |
| Ms. O’Neill: | No. |
| Receptionist: | Well, this leaflet tells you all about the hotel and the facilities. |
| Ms. O’Neill: | Thank you. |
| Receptionist: | Dinner is served from 8 o’clock. Would you like to reserve a table? |
| Ms. O’Neill: | Oh, yes, please. For 8.30. |
| Receptionist: | Fine. And would you like a wake-up call in the morning? |
| Ms. O’Neill: | No, thanks. |
| Receptionist: | OK. The potter will show you to your room. |
| Ms. O’Neill: | Oh, that’s good. |
| Receptionist: | If you have any problems, please, let me know. |
| Ms. O’Neill: | All right, and thank you very much. |
| Receptionist: | Enjoy your stay with us! |
| Ms. O’Neill: | Thanks! |
Dialogue 4
| Receptionist: | Good afternoon, sir. Can I help you? |
| Traveler: | Good afternoon. Do you have a single room with a bathroom, please? |
| Receptionist: | Yes, all the rooms have private bathroom, colour television, complimentary fruit. I can do a single room for you this evening. Will it be for only one night? |
| Traveler: | For two nights. How much do you charge for a room? |
| Receptionist: | Our terms are 16.50 pounds plus VAT, and that includes a full English breakfast, so altogether that is 18.98 pounds. |
| Traveler: | And can I get dinner here? |
| Receptionist: | We do serve dinner. We have a choice of three restaurants; we have the Garden restaurant, which is on the ground floor; we have a Stake house, which is for quick meal; and we have also the Room at the Top on the 6th floor, which is a disco and cabaret. |
| Traveler: | I see. Well, could I book a room for two nights then, please? |
| Receptionist: | Certainly, but I am afraid I will have to ask you for payment in advance. |
| Traveler: | So, you’d like the whole amount in advance, wouldn’t you? |
| Receptionist: | Yes, please. Is that all right? |
| Traveler: | Yes, that’s all right. |
| Receptionist: | Would you like to register then, please? And your name is… |
| Traveler: | Ross. |
| Receptionist: | So, that’s Mr. Ross, one single for two nights. That’ll be 37.96 pounds, please. |
| Traveler: | Here you are. |
| Receptionist: | Thank you. That’s your receipt. You may have a full copy of the bill in the morning. And here’s your key. That’s room 125, Mr. Ross, and you’ll find that room on the first floor. Take the lift just to your left there up to the first floor. |
| Traveler: | Thank you. And what time is breakfast? |
| Receptionist: | Breakfast is from seven until ten in the Garden restaurant on the ground floor. |
| Traveler: | And could I have a n early call, please? |
| Receptionist: | You certainly can. What time? |
| Traveler: | At seven o’clock, please. |
| Receptionist: | Would you like a morning paper? |
| Traveler: | Yes, I’ll have an Express, please. |
| Receptionist: | Sure. So seven o’clock early call and an Express. |
| Traveler: | Right. Thank you. |
Checking out
| Cashier: | Good afternoon. What can I do for you, sir? |
| Guest: | I’d like to check out now. |
| Cashier: | Your name and room number, please? |
| Guest: | John Smith. Room 678. |
| Cashier: | Just a moment, sir. I’ll draw up your bill… Here’s your bill, sir. |
| Guest: | And what is this amount for? |
| Cashier: | That’s for the phone calls you have made from your room. And that is for the in-house movies. |
| Guest: | I see. May I pay by traveler’s cheques? |
| Cashier: | Certainly, sir. Thank you. Here’s your receipt. |
| Guest: | Thank you. May I leave my luggage here until I’m ready to leave this afternoon? I’d like to do some shopping. |
| Cashier: | Yes, sir. How many bags do you have? |
| Guest: | Just these two. I’ll be back at around 3 o’clock. |
| Cashier: | That’s fine. Have a nice day, sir. |