General Education Office
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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
67
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Reservation Procedures
7
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