1. 1 General Education Office IHM.316 / ILA2401 English for the Hotel Business Unit 4: Reservations and Check-In

2. 2 Staying in Hotels Can you name recognise these hotel brands?

3. 3 Objectives The objectives of this unit are…. 1. Language Focus: Reservation and Check-In Procedures 2. Vocabulary Focus: Reservation and Check-In Documentation/Policies The purpose of this unit is to understand the importance of booking hotel reservations and checking-in policies and procedures.

4. 4 Aims To meet these objectives we will: –Review Do / Does for Present simple questions –Review Reservation Procedures –Practice short answers and tag questions –Listen to and practice telephone reservations –Discuss the impact of ICT and Internet technology developments –Discuss the advantages/disadvantages of computer and Web based systems

5. 5 Listening – Taking a reservation a)Listen to the phone call and circle the correct answer. Do Mr and Mrs Morell want to book a room for Tuesday night?Yes / No Does the room cost 225 euros per night?Yes / No Does the hotel have a restaurant?Yes / No Do they want to book a table for seven oclock?Yes / No Does Mrs Morell have a mobile phone?Yes / No b) Listen again and complete the five white boxes on the screen below. 2 2 Double 07780161236 Mrs Julia Morell

6. 6 Grammar Focus – Do / Does Do serve lunch / dinner / afternoon tea? have a parking space / swimming pool / sauna? have a double room / twin room / single room? Does the hotel have a sauna / restaurant? the bar open at lunchtime / in the evening? Use Do and Does to make questions in the Present Simple tense. ExampleDo you have a parking space? Does the hotel have a sauna? Use do/dont, does/doesnt in short answers. ExampleDoes the hotel have a sauna? Yes, it does. No, it doesnt. Make questions and short answers using these words.

7. 7 Listening Listen to two callers phoning the Hotel Melissa to make reservations. Complete the information in the chart on your sheet. Caller 1Caller 2 Name of guest(s) Arrival Date No. of Nights Room Type Company/Individual Stayed before Method of Payment Credit card no Address Reservation No Special Requests

8. 8 Language Study Short Answers Look at how the callers give short answers to the questions of the reservation clerk: Have you stayed with us before? – No, I havent. Will you be paying by credit card? –Yes, I will. You have an account with us, dont you? –Yes, we do. Using short answers, answer the questions on your sheet.

9. 9 Language Study – Short Answers Short Answers Using short answers answer the following questions: Do you have a reservation? (No) _________________ Is it just for one night? (Yes) _________________ Would you like one of our executive rooms? (Yes) ______________ Is there one available on the ground floor? (No) _______________ Will you be staying tomorrow as well? (No) _______________ Is that a company booking? (Yes) _________________ Have they confirmed their booking? (Yes)_____________ Do you have a room with a view? (Yes) _______________ No, we dont. Yes, it is. Yes, I would. No, there isnt. No, we wont. Yes, it is. Yes, they have. Yes, I (we) do.

10. 10 Language Study Tag Questions Notice the way we use tag questions to ask for confirmation. It was Miss King, wasnt it? You have an account with us, dont you? But the guests havent stayed with us before, have they? Using tag questions, answer the questions on your sheet.

11. 11 Language Study – Tag Questions Now add tag questions to the following statements: There isnt a doctor in the hotel, _____________? You wanted to pay in cash, _____________? You havent spoken to the duty manager yet, _____________? We couldnt have a receipt for that, _____________? Its more expensive in high season, _____________? Youre settling by credit card, _____________? We can sign the agreement today, _____________? is there? didnt you? have you? could we? isnt it? arent you? cant we?

12. 12 Reservation Procedures Use this chart for understanding how to handle phone reservations. Write down what the hotel employee says for each of the numbered stages. 1 2 3 4 5 6 7

13. 13 Reservation Procedures 7 8

14. 14 Reservation Procedures 8 10 9 11 12 11 12 13

15. 15 PRACTICE IT! Working with a partner, use the chart for handling phone reservations on your sheet to create your own mock reservation dialog conversation. One person must be the receptionist, and the other person must be the guest booking the reservation. You must create complete sentence answers for each section modeled using your own ideas, including the hotel and reservation details. Prepare your mock phone reservation to present in front of the class and your instructor.

16. 16 Listening Below are some extracts from a conversation between a receptionist and a guest checking in without a reservation. Put them in order (from 1 to 10) in which you think you will hear them. Would you like an Executive at $125 or a standard at $95? And may I take your home address, please? Its room 760 on the seventh floor. Hello. And the name, sir, is…..? Heres your credit care, passport and heres your key. This is your registration card. Can you just check through the details, please? Just the one night? Because youre not a British citizen Ill require your passport in order to complete the registration. How will you be settling your account, sir?

17. 17 Developing Technologies Information and Communication Technology (ICT) has allowed for major developments in the information handling involved in hotel reservations. Local SystemDistributed System WW W

18. 18 Developing Technologies The Internet / World Wide Web allows for a large number of communications advantages for online reservations. WW W Front Office Travel Agent Home Guest Mobile Guest Payment Gateways Corporate Office for Chain Hotels

19. 19 Web based Technologies Web Based Booking Systems Browser Based Form Based Browser Personal Data Cache (Autofill-Personal Details) Two types: Integrated ReservationsOutsourced Reservations (3 rd Party)

20. 20 Integrated Reservations Advantages of Integration Seamless within site design (Retain Corporate Style / Branding) Local site admin/hotel admin Lower start-up cost Minimal usage cost Advantages of Integration Seamless within site design (Retain Corporate Style / Branding) Local site admin/hotel admin Lower start-up cost Minimal usage cost Disadvantages of Integration Technical Skill Creativity / Functionality Risk – financial security (SSL) Disadvantages of Integration Technical Skill Creativity / Functionality Risk – financial security (SSL)

21. 21 Outsourced Reservations Advantages of Outsourced Secure SSL Data transfer Data protection Guarantee Possibly Higher Visibility (SEO) Advantages of Outsourced Secure SSL Data transfer Data protection Guarantee Possibly Higher Visibility (SEO) Disadvantages of Outsources Higher Start-up Cost Ongoing Usage Cost (per use) Loss of Design Control (Corporate Styling/Branding) Disadvantages of Outsources Higher Start-up Cost Ongoing Usage Cost (per use) Loss of Design Control (Corporate Styling/Branding)

22. 22 Outsourced Reservations – further functions Central Reservation System

23. 23 OpenTravel is comprised of companies representing airlines car rental firms hotels cruise lines Railways leisure suppliers service providers tour operators travel agencies solutions providers technology companies distributors Tens of thousands of OpenTravel message structures are in use, carrying tens of millions of messages between trading partners every day.

24. 24 Hotel Reports – a simple example Daily Arrival List

25. 25 Hotel Reports – Front of House / Sales

26. 26 Hotel Reports – Back of House Management Information Systems Decision Support Systems Local and Corporate Level

27. 27 Summary Today we have: –Reviewed Do / Does for Present simple questions –Reviewed Reservation Procedures –Practiced short answers and tag questions –Listened to and practiced telephone reservations –Discussed the impact of ICT and Internet technology developments –Discussed the advantages/disadvantages of computer and Web based systems