Module 12: The ASEAN World of Catering
Table of Contents
Reading Text & Presentation
12.1 Hotel
12.1.1 Hotel: The front office or hotel receptionist
Hotel receptionists are responsible for helping guests to make reservations, welcoming people to the hotel, answering questions and dealing with requests that guests make during their stay. Receptionists are expected to be nice, friendly, professional, responsive and able to multi-task and to look after several things at once and always stay calm, sometimes under pressure.
As a hotel receptionist, their main duties will include
- dealing with bookings by phone, e-mail, letter, fax or face-to-face
- completing procedures when guests arrive (checking in) and leave
- choosing rooms and handing out keys
- preparing bills and taking payments (checking out)
- taking and passing on messages from/to guests
- dealing with special requests from guests
- answering questions about what the hotel offers and the surrounding area
- dealing with complaints or problem
In small hotels, duties may include other tasks such as showing guests to their rooms and serving drinks in the bar. In this module, the writer will show the conversations between the guests and the hotel receptionist in each duty.
12.1.1
A
Dealing with bookings by phone
Example dialog:
Receptionist: Good morning. Tasmanian Hotel, Sara speaking. |
12.1.1
B
Booking online
However, nowadays guests are provided a great choice by booking hotel rooms online without wasting lots of money calling around the world to book. However, you have to follow the basic guidelines first.
1. Before booking you should gather information; look for information such as hotel amenities, and the rates and room availability on a known stay date in order to eventually make a reservation.
(Source: http://spotonlists.com/travel/top-10-best-hotel-booking-websites-in-the-world/ retrieved 30/1/2014)
2. You can compare them with other hotels nearby by using Google Hotel Finder.
(Source: http://spotonlists.com/travel/top-10-best-hotel-booking-websites-in-the-world/ retrieved 30/1/2014)
3. You can normally read the guests’ reviews before making a decision.
(Source: http://www.hoteldebangkok.com/bangkok_hotels/guest_reviews/th retrieved 30/1/2014)
4. Once you make a decision then go to the website and enter the required city and stay-date.
(Source: http://spotonlists.com/travel/top-10-best-hotel-booking-websites-in-the-world/ retrieved 30/1/2014)
5. Enter guest information and payment details then submit.
(Source: http://baiyokeboutique.baiyokehotel.com/hotel-reservation-system.html retrieved 30/1/2014)
6. Confirm the reservation and get the hotel reservation confirmation. You can print it out, but normally the hotel booking system will automatically send this to your email. Then you can show it to the reception when you reach the hotel.
(Source: http://baiyokeboutique.baiyokehotel.com/hotel-reservation-system.html retrieved 30/1/2014)
12.1.2
Part I Checking in
Example dialog:
Receptionist: Good afternoon. Welcome to Tasmanian Hotel. How may I help you? |
12.1.2
Part II Checking out and Getting to the airport
Example dialog:
|
12.1.3 Handling guest complaints
Example dialog:
| Guest: Hello, this is room 2345.l There are not enough towels in my room. Receptionist: I’ll have housekeeping deliver more towels to your room right away, sir. Guest: Moreover, the sink is leaking in the bathroom. Receptionist: Sorry for the inconvenience, maintenance will be by soon to fix the problem, sir. |