Learn how to confirm that a guest is satisfied, from a conversation between a hotel staff member and a guest
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| INTRODUCTION |
| Braden: Hi, everyone. Braden here. |
| Ann: Ann here. Guest Registration. In this lesson you will learn about the guest registration process. |
| Braden:This conversation takes place in the evening at the front desk. |
| Ann: It’s between the guest and the front desk. |
| Braden: One of the speakers is a guest, and the other is a member of the customer service staff, so they will be speaking professionally. |
| Ann: Let’s listen to the conversation. |
| POST CONVERSATION BANTER |
| Ann:An important attribute of a good hotelier is that they demonstrate concern for the guest. |
| Braden:That’s right. In particular, every hotelier should show concern for and be respectful of the guest’s time and needs. For example, if the guest requests a service that includes extra amenities or services, it would be courteous of you to mention the other services as well. |
| Ann:You could say, “Booking one of our Deluxe rooms also includes free lunches at the hotel restaurant.” |
| Braden:Or, if what the guest is requesting will incur an extra charge or take extra time, you should tell the guest ... |
| Ann:“Room service will be an extra charge.” or “That will take about 20 minutes to complete.” |
| Braden:Okay, let’s take a look at the vocabulary for this lesson. |
| KEY VOCAB AND PHRASES |
| Ann:Let's have a closer look at the usage for some of the words and phrases from this lesson. |
| Braden:The first phrase we're going to look at is “Ms....?” |
| Ann:In the dialogue, the front desk agent used the term “Ms.” as a polite form of address for the female guest. |
| Braden:That’s right. In English, there are three main ways to address a woman, but each one is slightly different. |
| Ann:First, we have the word “Mrs.” This is used to address a married woman. As a front desk agent, you should only use “Mrs.” if you know for certain that the woman you’re talking to is legally married. Some unmarried women become offended when they are addressed as “Mrs.” |
| Braden:Second, we have the term “Miss.” This form of address is used when you’re talking to young women who are not married. If you address a woman who is married as “Miss,” she may get offended. |
| Ann:And third, we have the term “Ms.” this term can be used with any female. As you may have guessed, this is the safest form of address to use with women, as it is difficult to be wrong. |
| Braden:But you shouldn’t just avoid the other two forms of address. Just be careful and know what you’re saying. |
| Ann:Our second phrase is “As per your reservation.” |
| Braden:The phrase “as per your reservation” refers to special instructions that were given at the time the guest made the reservation for the hotel room. |
| Ann:Whenever a reservation is made, the guest may give special instructions. For example, the guest may request a wake-up call early the next morning, as well as specify what type of room service they want to have delivered, and what time. |
| Braden:The key to this phrase is the first two words, “as per.” This means “according to.” However, in a professional situation, often the phrase “as per” is preferred, because it sounds more polite and more intelligent. |
| Ann:Now let's take a look at the grammar. |
| GRAMMAR POINT |
| Braden:In this lesson, you’ll learn about the guest registration process |
| Ann:In the dialog we hear the phrase “Your room is ready as per your instructions.” |
| Braden:Check in is one of the most important parts of a guest’s stay at a hotel. It is often the first time the guest has entered that specific hotel, and almost certainly the first time the guest and front desk agent have ever met. |
| Ann:For these reasons, the utmost in politeness and hospitality should always be maintained. |
| Braden:There are a few steps for checking a guest in smoothly. Every hotel is different and has peculiarities in their processes. However, the steps we outline here are used in almost all hotels with only slight variation. |
| Ann:The first step is when a guest arrives at a hotel. The front desk agent should greet the guest according to the time of day. |
| Braden:That’s right. So, “Good morning.” “Good afternoon.” or “Good evening.” |
| Ann:Then ask for the guest’s name by saying, “May I have your name, please?” |
| Braden:Second, look up the guest’s name in the hotel registry. The hotel registry may be a computerized program or file folders. Be familiar with it so you can help the guest quickly. |
| Ann:Third, hand them the registration information. This may be a card or a computer printout. As you hand them the registration information, say... |
| Braden:“Does everything look correct, Ms. Smith.” |
| Ann:Fourth, after they confirm the information, request proof of identification through a photo ID, such as an American driver’s license or a passport. Request this by saying, |
| Braden:“May I see some photo ID?” |
| Ann:If the guest is not a native of the country where your hotel is located, you will need their passport and visa information. |
| Braden:In most countries, this information must be in the hotel registration by law. |
| Ann:After this, ask that the guest put their signature on the registration information by saying, “If everything is agreeable to you ma’am, could you please sign here?” |
| Braden:While they are signing, make a copy of the photo ID or scan it to a computer to include it in the registration information. |
| Ann:The last step is to request that a bellhop show the guest to their room. |
Outro |
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| Braden: That’s about it for this lesson. Thanks for listening, everyone! |
| Ann: And we’ll see you next time! |
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