Комплекс упражнений для отработки процедуры Check-in Checkout на английском языке для студентов специальности 43.02.14 «Гостиничное дело»
методическая разработка

Check-in procedure

Text 1

Fill the gaps with the words and expressions from the box.

        At hotels, guests are usually required to (1) ……, which involves providing or confirming the guest’s (2) …… . The laws of some countries require guest to (3) …… a register (or a registration card), and some also require to provide the identification (4) …… such as a passport or a driving (5) ……, which the hotel may wish to copy and keep for its records.

        The hotel may require guests to provide a (6) …… as a guarantee to cover potential costs such as the use of room service or mini-bar for the duration of the stay. At the end of check-in process, the reception (7) …… will provide guests with a room key.

Check-in times vary, (8) …… on the hotel’s rules and regulations. For the most cost-effective usage of hotel room occupancy, some hotels have a (9) …… for checking in. Late or early check-ins can be arranged through the hotel as long as the guest book this (10) …… and arrange all the necessary details.

Text 2

Read the passage and fill the gaps with the prepositions from the box.

When can I check in to the hotel?

You can check (1) ...... from 15:00. If you arrive earlier, you can store your baggage (2) …… the hotel’s baggage area (3) …… your room is ready. If the room has been cleaned and ready (4) …… 15:00, you may have access to the room earlier. Please be aware (5) …… our additional charge (6) …… early check-in. It’s free and subject to availability if you booked your stay directly (7) …… our website www.besthotel.com.

Early check-in is from 10:00 and the price is 15 ₤. Bookings made directly (8) ….. our website are free (9) …… charge if the room is available upon check-in.

1. Put the sentences in the correct order.

1. Here you go
2. Fine. Have you got a passport or an ID?
3. Hello, I have a reservation under the name of Christina Rebuffet.
4. It’ll take a minute to fill out the form. Meanwhile our concierge will tell you about services we provide for our guests.
5. Good morning, madam. Can you spell your name, please?
6. Sure. C-R-I… no, first C, then H.
7. Do you happen to have your booking confirmation with you?
8. Thank you … Yes, a single for three nights, breakfast included.
9. Right!
10. Sure, here it is.

2. Put the sentences in the correct order.

1. Oh, but then the room will be much more expensive!
2. Now to the payment, madam. Do you have the card you used to make the booking?
3. Here it is.
4. We have a garage, madam. I’ll need the make and model of your car. And the licence plate number. It will be additional 15 ₤ for three nights.
5. According to the rules of our hotel, we are going to put a 90 ₤ hold on your card. It’s a security deposit of 30 ₤ a night.
6. No, madam, it’s a refundable deposit, and you will get the money back on the day of checkout or next day.
7. Then it’s OK. Oh, and I’ll need to park my car somewhere. Do you have a parking lot?
8. Sure.

3. Put the sentences in the correct order.

4. Put the actions in the correct order.

1. The front desk clerk greets the guest.
2. The clerk logs in to his computer with the guest’s name.
3. The guest provides his passport.
4. The guest identifies himself / herself.
5. The guest asks to check him in.
6. He checks that the information in the system is correct.
7. He confirms the reservation information.
8. The clerk asks for the guest’s passport.
9. The guest signs.
10. Then he calls a porter and wishes the guest a good stay.
11. He also mentions some hotel services and facilities.
12. The clerk fills the registration form, prints it and asks the guest to sign the paper.
13. The clerk hands out a key and gives the room number.
14. He provides some additional information about breakfast time and place.
15. The guest thanks the clerk.

Escort the guest to the room

5. Fill the gaps with the words and expressions from the box.

After opening the door…

1. The porter (1) ….. on the room lights.
2. He (2) ….. the guest to enter.
3. The porter (3) …… the bags from the trolley and placed them near the luggage stand.
4. Then the porter pulled the (4) …… open.
5. The porter (5) …… the guest how to work the thermostat.
6. Sandra sked the porter to (6) …… the air conditioning.
7. Then he showed the guest the mini-bar.
8. The porter  (7) …… the hotel information channel on the TV.
9. He also showed the guest the hotel information (8) …… and said that the folder also contained (9) …… stationary.
10. The porter said that the concierge could provide any other information about services or tourist attractions.

Checkout procedure

6. Fill the gaps with the words and expressions from the box.

The checkout procedure is perfect if

• Staff spoke first and (1) …… the guest with a welcoming comment.
• Stuff verified the guest’s name and used it (2) …… two or three times during the talk with the guest.
• (3) …… was prepared.
• Staff enquired about the stay, and any (4) …… with the stay were noted in the folio and resolved.
• Stuff asked if there had been any (5) …… to be added to the bill, e.g. mini-bar charges, an airport drop etc.
• (6) …… charges were added, and a copy of the info-invoice was provided for verification.
• If there is any dispute on mini-bar charges, then appropriate steps are done (7) …… the hotel policy. The payment is carried out.
• Two copies of the invoice generated, and the guest’s (8) …… was taken on both copies.
• Give one copy to the guest in an (9) …… .
• Staff offered further (10) …… with luggage, directions or transportation.
• Staff spoke last, offered thanks and an (11) …… to return.

7. Restore the order of the events.

The sequence of actions for a Departure Luggage Pickup Request

8.  Read the sequence of actions for a Departure Luggage Pickup Request. Who carries out the actions? Explain why each step is necessary.

• Guest luggage to be brought down quickly and carefully and either placed in storage or loaded into the departure vehicle.
• Quote the time that the bell attendant will be at the guest’s room.
• Reconfirm the room number and verify the same with the hotel software.
• Inquire whether they will be needing a taxi, limousine service or the pickup of their car.
• Close the phone call by saying “My pleasure Mr. / Mrs. Smith, I will send up the bell attendant right away. Is there anything else I can help you with? Have a good day and thank you for your stay in our hotel.”
• Take a checkout tag and process to the room.
• Knock on the door.
• Pick up the luggage from the room.
• Tag the luggage and guest items with the luggage tag.
• Check for fragile / breakable items.
• Check all the drawers, shelves, cupboards, bedside tables, bathroom etc. and make sure the guest has not left anything behind.
• The luggage is to be brought down using the luggage / service elevator only; avoid using the guest elevator.
• Thank the guest for staying with the hotel and say goodbye.
• Record the departure details on the departure errand and hand over to the front desk / cashier for signature.
• Record the departure details in the logbook.