Learn how to express concern for a guest, from a conversation between a hotel staff member and a guest
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| INTRODUCTION |
| Braden:Hi, everyone. Braden here. |
| Ann:Ann Here. Checking in a Guest |
| Braden:In this lesson you will learn how to check a guest in. |
| Ann:This conversation takes place on the phone in the late evening. |
| Braden:The conversation is between a Guest and the front desk. |
| Ann:The speakers have a staff-customer relationship, so they will be speaking professionally. Let’s listen to the conversation. |
| POST CONVERSATION BANTER |
| Ann:"Small talk" is a form of polite conversation about unimportant or uncontroversial topics. |
| Braden:Being a master of small talk is an important skill for any hotelier. |
| Ann:The first step is to have good body language. "Good body language" is when you are physically open. |
| Braden:For example, don't cross your arms. Also, turn your body toward the person, not just your face. This will make your guests feel like you're giving them all of your attention. |
| Ann:Also, while you need to be open and give them your attention, be sure to not stand too close. In general, it’s best to keep a distance of about 3 feet between each other. Okay, now onto the vocab. |
| KEY VOCAB AND PHRASES |
| Ann:Let's take a look at the vocabulary for this lesson. |
| The first word we shall see is |
| Ann: Let's have a closer look at the usage for some of the words and phrases from this lesson. |
| Braden:The first phrase is "first name.’ |
| Ann:It refers to the name a person was given when they were born. |
| Braden:In most Western countries, this name comes before their family name. The family name almost always comes last, and is referred to as the "last name." |
| Ann:Many cultures put the given name last and the family name first, most notably, Chinese culture. |
| Braden:However, in English, the custom is for the given name to go first and the family name to be last. |
| Ann:Next, “Legal purposes” is a phrase you use when referring to reasons or motives that pertain to the law. |
| Braden:Most often, “legal purposes” is used when there is something that must be done, but the reasons for it are more complex than you can quickly or easily explain. |
| Ann:Okay, now onto the grammar. |
| GRAMMAR POINT |
| Ann:In this lesson, you’ll learn how to check a guest in. |
| Braden:To be clear, “checking in” is the act of registering that the guest has arrived, and will stay at the hotel. Checking in happens in a few stages. |
| Ann:First, the front desk agent greets the guest and asks for their name. Then the front desk agent searches for the registration information. |
| Braden:After the information is found, it is printed and shown to the guest. If it’s approved, request some kind of identification. |
| Ann:This is usually a photo ID, and each country uses a different kind. For Americans in the United States, the state-issued driver’s licenses are usually sufficient. |
| Braden:However, when checking in a guest that is from another country, the passport and visa information is needed. |
| Ann:From their identification and further questions, the front desk agent will verify and extract the following information as applicable. |
| Braden:Salutation, Designation, Company Name, Home and/or business address, city, Country, Postal code, Telephone, Email address, Emergency Contact number/information, and Purpose of visit. |
| Ann:From a passport or visa, the front desk should confirm and/or extract the following information. |
| Braden:Passport Number, Nationality and country of residence, Date of Birth, Passport issue date and expiration date, Place of Issue of Passport, Visa number, Visa issue date and expiry date, visa place of issue, type of visa, proposed duration of stay in the country, and the “arrived from” “proceeding to” information. |
| Ann:Each hotel and country has different standards and regulations about what information the guest must provide the hotel. Most hotels have specific standards of procedure regarding this registration process. |
| Braden:This phase of information gathering must be done quickly and all front desk agents should be very knowledgeable about their registration process. |
| Ann:After all necessary information has been gathered and the guest has approved the reservation, request that the guest sign the registration paper and return it to the front desk. Then photocopy their passport and visa, and attach it to the registration card. |
| Braden:Increasingly, many hotels use mostly electronic registration systems. In these cases, the passport and visa might be scanned directly into the computer. |
| Ann:Then the guest is shown to their room. |
Outro |
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| Braden:That’s it for this lesson. Thanks for listening, everyone! |
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