Check in at a hotel

CHECK-IN AT A HOTEL (Template) RECEPTIONIST:

Greets, including part of the day (morning, afternoon, evening) (sir /madam) and offers help. e.g. Good morning, madam. How may I help you?

GUEST:

Greets, including part of the day (morning, afternoon, evening) and says that he/she has a reservation. e.g. Good morning. I have a reservation.

RECEPTIONIST:

Asks his/her name1 e.g. OK, madam. Could you tell me your name?

GUEST:

Gives his/her name e.g. Alexandra Wilson.

RECEPTIONIST:

Checks spelling e.g. Could you spell your first name please?

GUEST:

Spells his/her name e.g. Of course. It´s A-L-E-X-A-N-D-R-A

RECEPTIONIST:

Confirms that there is a reservation e.g. Just a moment, madam. All right. It´s a twin room with a shower and half-board for three nights. Is everything correct?

GUEST:

Agrees/disagrees with the receptionist e.g. Yes. Everything is correct

RECEPTIONIST:

Fills in the registration form. Asks his/her address e.g. Could you tell me your address, please?

GUEST:

Gives his/her address e.g. It´s 35, Burton St. Brixham. England

RECEPTIONIST:

Asks his/her telephone number e.g. Could I have a contact number, please?

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It´s also possible to ask for a passport or ID

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GUEST:

Gives his/her number e.g. Yes, it’s 657980940

RECEPTIONIST:

Asks the guest about the method of payment e.g. Excuse me, madam. How are you planning to settle the bill?

GUEST:

Gives information about his/her method of payment e.g. We would like to pay with Mastercard.

RECEPTIONIST:

Gives the keys e.g. Excellent, madam. Here is your key card.

RECEPTIONIST:

Gives the guest his/her room number and explains where the room is e.g. You´re in room 346. Take the lift over there and it´s on the third floor, at the end of the corridor, last door on the right.

GUEST:

Requires further information e.g. Thank you very much. Excuse me, is there anybody who can help me carry our luggage?

RECEPTIONIST:

Provides the required information e.g. Don´t worry, madam. The porter will carry it upstairs.

(The client can ask some other questions) GUEST:

Thanks the receptionist e.g. Thank you very much for your help.

RECEPTIONIST:

Thanks the client and says goodbye e.g. Not at all, Mrs. Wilson. We do hope you enjoy your stay with us.

GUEST:

Says goodbye e.g. Goodbye!

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