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General Education OfficeIHM.316 / ILA2401

English for the Hotel Business

Unit 4: Reservations and

Check-In

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Staying in HotelsCan you name recognise these hotel brands?

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ObjectivesThe 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.

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AimsTo meet these objectives we will:

– Review Reservation Documents– 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 Web based systems

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DocumentationIdentify these different types of

hotel documents.

Hotel Register Reservation Card Guest Reservation Diary Index Reservation Chart Guest Room Status Board History

1.

2.

3.

4.

5.

6.

7.

Reservation Card Hotel Register

Guest History

Guest Index

Reservation Diary

Reservation Chart

RoomStatusBoard

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Documentation Know the different types of

documentation.Reservation Card• Records all arrivals as they occur and gives details of all

current and past guests.

Guest History• Records all previous visits to the hotel for any individuals

and contains important statistical reservation and revenue data.

Hotel Register• Records all arrivals as they occur and gives details of all

current and past guests.

Room Status Board• Shows all rooms by room number and floor, and gives the

current and projected status of all rooms on a particular day, with details of occupation.

Reservation Diary• Records all bookings by date of arrival and shows all

arrivals for a particular day at a glance.

Guest Index• Lists all current guests in alphabetical order with their room

numbers and provides an additional quick point of reference in larger hotels.

Reservation Chart• Provides a visual record of all reservations for a period and

shows at a glance rooms reserved and those remaining to be sold.

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Listening•Listen to two callers phoning the Hotel Melissa to make reservations. Complete the information in the chart on Page 43

Caller 1 Caller 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

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Language StudyShort AnswersLook at how the callers give short answers to the questions of the reservation clerk:Have you stayed with us before?

– No, I haven’t.Will you be paying by credit card?

–Yes, I will.You have an account with us, don’t you?

–Yes, we do.

Using short answers, answer the questions on Page 44.

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Reading - LodgistixLodgistixThis name is a play on words. Which 2 words?

1) Read the text on page 46 and match each paragraph with one of the summary sentences below. Don’t worry if you can’t understand every word – just try to understand the general meaning.

2) Find words in the text which mean the same as the definitions on page 47.

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Language StudyTag QuestionsNotice the way we use tag questions to ask for confirmation.• It was Miss King, wasn’t it?• You have an account with us, don’t you?• But the guests haven’t stayed with us before, have they?

Using tag questions, answer the questions on Page 45.

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Reservation ProceduresUse 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

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Reservation Procedures

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8

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Reservation Procedures

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PRACTICE IT!Working with a partner, use the

chart for handling phone reservations on slides 5, 6, and 7

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 whole class and your

instructor.

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Developing TechnologiesInformation and Communication Technology (ICT) has allowed for major developments in the information handling involved in hotel reservations.

Local System Distributed System

WWW

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Developing TechnologiesThe Internet / World Wide Web allows for a large number of communications advantages for ‘online reservations’.

WWW

FrontOffice

Travel Agent

Home Guest

MobileGuest

Payment Gateways

Corporate Officefor Chain Hotels

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Web based Technologies• Web Based Booking Systems• Browser Based• Form Based• Browser Personal Data Cache (Autofill-Personal Details)• Two types:

http://www.hotelbookingsoft.com/index.php/en/Property ID: 2User: GoReserva-cZlnJNPass: 45SDascZlnJN

Integrated Reservations Outsourced Reservations(3rd Party)

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Integrated ReservationsAdvantages of IntegrationSeamless within site design (Retain Corporate Style / Branding)Local site admin/hotel adminLower start-up costMinimal usage cost

Disadvantages of IntegrationTechnical SkillCreativity / FunctionalityRisk – financial security (SSL)

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Outsourced ReservationsAdvantages of OutsourcedSecure SSL Data transferData protection GuaranteePossibly Higher Visibility (SEO)

Disadvantages of OutsourcesHigher Start-up CostOngoing Usage Cost (per use)Loss of Design Control (Corporate Styling/Branding)

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Outsourced Reservations – further functions

Central Reservation

System

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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• distributorsTens of thousands of OpenTravel message structures are in use, carrying tens of millions of messages between trading partners every day.

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Hotel Reports – a simple example

Daily Arrival List

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Hotel Reports – Front of House / Sales

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Hotel Reports – Back of House

Management Information Systems

Decision Support Systems

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Summary•Today we have:

– Reviewed Reservation Documents– 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