English for Hotel – Dealing with Walk in Guests Part 1

Theme: Checking In Hotel

Focus: Speaking

TASK A

Directions: Read to the conversation between a hotel receptionist and a walk-in guest and decide if the following statements are True (T) or False (F).

Receptionist: Good afternoon, ma’am. How can I help you?

Guest: Hello, I need a room for this evening. Receptionist: Do you have a reservation?

Guest: No, I don’t. My flight’s been delayed until tomorrow evening and I need to stay in the city overnight.

Receptionist: I can offer you our walk-up rate which is 3170 per night for a double room including breakfast.

Guest: That’s very expensive. Is that the cheapest rate you have?

Receptionist: I’m afraid so. We’re very busy this evening.

Guest: OK. I’ll take it.

Receptionist: Could you fill in the guest registration card for me, please?

Guest:  Can I pay by check?

Receptionist: I’m afraid not. Cash or credit card only, I’m afraid. It’s hotel policy.

Guest: What time do I have to check out tomorrow?

Receptionist: Our usual check-out time is 11 o’clock, sir, but with this rate you can have a late check-out until 2 p.m.

Guest: That’s great, thanks.

Questions:

1. The guest’s flight has been cancelled. (T / F)
2. The hotel is very busy this evening. (T / F)
3. The guest has to pay for breakfast. (T / F)
4. Usual check-out time in the hotel is 11 a.m. (T / F)
5. The guest can stay in his room until 2 p.m. (T / F)

TASK B

Directions: Read to the conversation asking a walk-in guest to stand by and answer these questions.

Receptionist: Good morning, sir. What can I do for you?

Guest: Yes, I’d like a room for two nights.

Receptionist: Do you have a reservation?

Guest: No, I don’t.

Receptionist: I’m sorry, sir. We’re fully booked since we are expecting a large convention group this afternoon.

Guest: Is that so? That’s why all the hotels around here are full.

Receptionist: I’m sorry, but if you’re willing to stand by until 6 p.m., we might be able to accommodate you if there are any cancellations.

Guest: Hmmm……. I guess I don’t have any choice. Can I leave my bags here while I go out?

Receptionist: Yes, sir. You can leave them at the Concierge. May I have your name?

Questions:

1. Does the guest have a reservation?
2. Why doesn’t the hotel receptionist provide a room for the guest?
3. What does the receptionist suggest the guest?
4. Where does the guest leave his luggage while going out?
5. Is the guest going to get a room at the hotel?

 TASK C

Directions: Read to the conversation a receptionist referring a walk-in guest to another hotel and complete the missing parts.

Guest: I’d like a room for (1)……….., please.

Receptionist: (2)……….. a reservation?

Guest: Sorry, I don’t.

Receptionist: (3) ……….., madam. We have (4) ………..  available but would you like to (5) ……….. until 6.00 p.m.?

Guest: No, I don’t want to (6) ……….. .

Receptionist: I’m sorry, sir. We really don’t have a room now. But I’d like to ……….. another hotel nearby. I’ll be happy to call them and check if they have (8) ……….. available for you.

Guest: That sounds good. Thank you. (Source: Adapted from Chotchoei, 2000: 213)

TASK D

Directions: Suppose you are at reception. Finish the following dialogue using the cues provided.

Guest: I’m looking for a room for tonight, please.

You: (1) ………..  (Ask if the guest has a reservation.)

Guest: Oh, no. I don’t.

You: (2) ………..  (Say you’re sorry. Tell the guest you have no rooms available and suggest him to stand by until 6.00 p.m.)

Guest: No, I don’t think I want to wait. You see, I have a flight early in the morning and I want to get a rest.

You: (3) ………..  (Say you’re sorry. Tell you really don’t have a room now and recommend another hotel nearby. You’ll be happy to call them for him.)

Guest: Thank you. That’d be nice.