The document discusses issues that can arise during the hotel guest checkout process and provides recommendations for dealing with them. It notes communication breakdowns can negatively impact guests and the hotel's finances. It emphasizes the importance of communication between different hotel departments to streamline the checkout process and ensure guest satisfaction.
The document discusses issues that can arise during the hotel guest checkout process and provides recommendations for dealing with them. It notes communication breakdowns can negatively impact guests and the hotel's finances. It emphasizes the importance of communication between different hotel departments to streamline the checkout process and ensure guest satisfaction.
Original Title
UAS ENGLISH FOR GUIDE_08e052cd2081951a17e80a4ff0729b3b
The document discusses issues that can arise during the hotel guest checkout process and provides recommendations for dealing with them. It notes communication breakdowns can negatively impact guests and the hotel's finances. It emphasizes the importance of communication between different hotel departments to streamline the checkout process and ensure guest satisfaction.
The document discusses issues that can arise during the hotel guest checkout process and provides recommendations for dealing with them. It notes communication breakdowns can negatively impact guests and the hotel's finances. It emphasizes the importance of communication between different hotel departments to streamline the checkout process and ensure guest satisfaction.
English for Guide Zahratul Maujudatul Mufidah, M.Pd
PRACTICE SPEAKING SECTION
Hotel Problems a. Problems in hotel reservations Situation : However, the receptionist, who took his/her reservation, noted a wrong spelling of his/her name in the record, so the room is occupied now by another person. Please find the solution and suggest what to say to him/her.
b. Problems in check-in Situation 1 : A group of guests come in at the same time, and they are all very tired of a long journey. Everyone in the group all want to check in first. Please find the solution to deal with the situation.
Situation 2 : A guest walks in and says he/she has no reservation. He/She really wants a room for two nights, but the hotel is full. Please find the solution to deal with walk-in guests and offer help if possible to make the good impression about the hotel.
Problems in hotel check-out Speaking
Situation 1 : A guest is checking out, but the housekeeping announces not to find the remote control. Please find the solution and suggest what to say to him/her.
Situation 2 : A guest has just finished his/her check-out. S/He is going to the airport to fly back home. Please find the solution what to do while s/he is waiting for his/her taxi. FINAL TEST INSTITUT AGAMA ISLAM NEGERI JEMBER 2020-2021 PRACTICE READING SECTION
1. Pre-reading Answer the following questions. 1. When the guest checks out, what happens if the communication breaks down? 2. Who involves in the checkout process? 3. What should the receptionist be like when dealing with the checkout?
GUEST CHECKOUT
Guest checkout can indeed be a time of confusion, short tempers, and long lines, a test of the patience of both the guest and cashier. Think of the last time you checked out of a hotel. How did it go? Was the cashier courteous and hospitable? If not, were you angry because of his or her indifference? Always remember what it is like to be a guest. It will serve you well throughout your career in the hospitality industry. The checkout process is not a difficult procedure to understand and to implement; however, it does require planning in order to organize the details of this part of the guest’s stay. Richard Shulkey is front office manager at the Hotel Plaza Pontchartrain in Detroit, Michigan. He states that if communication breaks down, it can affect the guest and the hotel financially. He feels everyone need to be proactive, anticipating that there will be guests who are using cash instead of credit cards. He says they try to see that a list of cash payers are given to the respective cashiers in the morning or just before special functions. This is important because cash customers have not established credit. He concludes by saying that if his staff anticipates the guest’s needs and potential charges, and updates the guest’s bill immediately, it improves the guest’s satisfaction. He describes the importance of communication in billing the guests who attend a jazz concert held every year. This concert is not linked to their computer guest accounting system, so communication between the front desk and the cashiers is crucial. Otherwise they could lose hundreds of dollars per guest. He says before the event they provide the cashiers with each person’s credit record. They also make it easy for the guest to establish credit at the event; this information needs to be transferred to the front desk. The credit information is held in confidence and is updated periodically. He says that the front desk and the various cashiers’ stations flag the files of guests who are running out of credit and check to see if a guest is having problems with the hotel credit procedures. Generally, it is important to communicate late charges to the front office and notify various point-of-sale areas about checkouts. It is also vital to communicate ong the housekeeping department, the food and beverage department, and the front office to strengthen service and to ensure the profitable lodging property. The guest history, from which guest data are grouped and analyzed, was presented as an essential source of marketing feedback. From Hotel Front Office Management (2020)
