1. Lead-in SEATS ARRANGEMENT All students of Class 2, please sit by your student number, 10 numbers a group (e.g. group 1: No 1-10; group2:No11-20…) the class committee Feb. 22,2012

2. Unit Two: Checking-In

3. Unit 2 Checking-in Unit 2 Checking-in Unit 2 Checking-in Unit 2 Checking-in Unit Objectives: Tell the steps in checking in guests Check in guests with reservations Check in walk-in guests Check in groups Extend stay for guests Registration Form

4. Unit 2 Checking-in Unit 2 Checking-in Unit 2 Checking-in Unit 2 Checking-in Project: Role-play in English. Please make a role –play based on the Dialogues in Speaking Task 3 & Task 4 A tour guide makes a checking in for his American group. Try to make your play real and interest, some props( ) may be used. Try to make at least 3-5 characters to speak.

5. Match the steps of checking in with their corresponding picture. Greeting the guest---B Greeting the guest---B Checking the reservation record---D Checking the reservation record---D Asking for the guests passport---A Asking for the guests passport---A Asking the guest to fill in the registration form---C Asking the guest to fill in the registration form---C Warming-up

6. A---Front Desk B---room card C---breakfast coupon D---receipt E---ID card F---receptionist Warming-up Useful Words & expressions

7. A. Greeting the guest; E. Asking whether the guest has made a reservation. C. Confirming( ) the guests room type, rate and length of stay; D. Asking the way of payment( ); B. Asking the guest to fill out( ) the registration form. F. Arranging( ) the room for the guest. Task 3

8. Speaking Checking-in Checking-in for walk-in Guests.

9. Speaking RReceptionistRReceptionist GGuestGGuest G: Im Andrew Scott. I have made a reservation with you. Here is the Confirmation notice( ). Here is my passport./ Here you are. Make payment: In cash/ by credit( )/with travelers check( )

10. Speaking RReceptionistRReceptionist GGuestGGuest Ill check the reservation record. Wait a moment, please… according to( ) our record your reservation is for a double room from March 20th to 24th. The rate will be… Could you fill out the registration form, please. Could I see your passport( ), please. How would you like to settle your bill/make the payment?

11. Speaking RReceptionistRReceptionist GGuestGGuest Thank you, Mr. Scott. Your room is 1012 on the tenth floor. Here is your receipt( and this is your key card. Please keep them.the bellman will show you up to your room. Anything else I can do for you? Youre welcome. We hope youll enjoy your stay with us.

12. R: Good morning. What can I do for you? G: I am Charles Freeman, tour guide of China International Travel Agency. We have made a reservation with your hotel. R: One moment, Mr. Freeman. I will check the list… Yes, we have your reservation. Your agency has booked 12 TWBs for five days, is there any change? G: No. R: Could I see and copy your group visa G: Here you are. Speaking: Task 3

13. R: Thank you… Sorry to have kept you waiting. Here you are. Now would you please fill in the registration form with your personal information( )? G: Ok… Here you are. R: Thank you very much. Well give you 12 TWBs from Room 1501 to 1512. Here are the keys and room cards. Please have a check. G: Thanks. Ill assign( ) the rooms among my members. Speaking: Task 3

14. The title( ) is attributed to the person who is specifically employed by an organization to greet any visitors, patients, or clients. The Hotel receptionist is often the first and last member of staff hotel guests will see. Reading: The Receptionists Work About the Receptionist

15. You may choose a lucky draw( ) and share the tasks with your group. Try to cooperate with( ) your members. Reading: The Receptionists Work Task

16. 1. The receptionist should check in guests with or without reservations, answer any questions from the guests, help guests with any problems, answer telephones, take messages, and handle complaints( ). 1. The receptionist should check in guests with or without reservations, answer any questions from the guests, help guests with any problems, answer telephones, take messages, and handle complaints( ). Reading: Task 1

17. 2. The same questions asked by a reservationist in the reservation process( ) must be asked by the receptionist. 2. The same questions asked by a reservationist in the reservation process( ) must be asked by the receptionist. The receptionist should also check the guests requirement against( ) the room availability( ) in the hotels reservation system. Reading: Task 1

18. After the guest decides to take a room in the hotel, the receptionist then gives out( ) registration form and continues the check-in procedures( ). After the guest decides to take a room in the hotel, the receptionist then gives out( ) registration form and continues the check-in procedures( ). Reading: Task 1

19. When the guest completes the form( ) the receptionist must have a check and make sure that such information items( ) as the...are entered correctly( ) When the guest completes the form( ) the receptionist must have a check and make sure that such information items( ) as the...are entered correctly( ) Reading: Task 1

20. After registration, the receptionist After registration, the receptionist Tells the guest his/her room number and the floor it is on, then gives the guest his or her room card and key card which were prepared while the guest wad completing the registration form. Reading: Task 1

21. Finally, the receptionist should wish the guest an enjoyable stay at the hotel. Finally, the receptionist should wish the guest an enjoyable stay at the hotel. With the formalities concluded( ) the receptionist will inform the bellman to carry the baggage and show the guest to his/her room. Reading: Task 1

22. . And the receptionist will check all the paperwork( )undertaken on the guests arrival once again and make sure that the computer details are all correct.

23. registering guests registering guests answering telephones answering telephones checking in guests checking in guests taking messages taking messages informing bellmen to carry guests baggage informing bellmen to carry guests baggage receiving and distributing guests mails, telexes and packages showing guests to their rooms Reading: Task 2

24. handling complaints handling complaints answering guests questions answering guests questions introducing hotels service and facilities introducing hotels service and facilities helping guests with their problems helping guests with their problems doing and checking paperwork( ) doing and checking paperwork( ) Reading: Task 2

25. Guest Information List Guest Information List full name address nationality nationality purpose of visit purpose of visit Signature Signature passport number passport number place of issue place of issue date of issue date of issue Reading: Task 3

26. T F F T T F F T Reading: Task 4

27. The End