TOPIC 4

RESERVATIONS
AND
CHECK - IN
 GROUP 4
01 02 You can describe the topic
You can describe the topic
Lê Thị Thùy Linh
of the section here Trương Thoại
of the section here Vy

03
You can describe the topic
04 You can describe the topic

Cao Thị Quế Anh

of the section here of the section here

Phạm Thị Thanh Ngân

05 06 Our team
You can describe the topic You can describe the topic
Phạm Thị Kiều Trinh
of the section here of the section here
1. Reservation 3. Check-in

2. Reservation
CONTENT
CONTENT 4. Check-in
conversation conversation

5. Minigame
 01
RESERVATIONS
1.1.1. DEFINITION

Reservation in the hotel industry is defined as

blocking a particular type of guest room (e.g., single
room, double room, deluxe room, executive room,
suite, etc. ) for a definite duration of time (i.e.,
number of days of stay) for a particular guest.
1.1.2. TYPE OF RESERVATION

1. Non-guaranteed
2. Guaranteed reservation
reservation
In conditional
A this guest reservation
confirms the
or simple
booking
agreement
by
paying aguest
between conformational
and the hotelcharge
in which
andhotel
on agrees
another
to hold the
hand
room
hotel
untilalso
6pmhold
in thethe
dateroom
of arrival.
request
If the guest
untilfails
sepcific
to attain
duewithin
dates cancellation
and time
hours, the room will be released for resale.
of arrival.
1.1.3. SOURCE OF RESERVATION
 1.2. PROCEDURE:
Received the enquiry for
reservation

Determine name of guest, how many people,

number of days of stay, desire of room type,
desired room rate, special request

Introduce about room type, room

rate, accompanied service

Deposit for guarantee

Confirming the reservation and send

reservation confirmation to guest email
 02. Reservation conversation
Reservation staff Customer
Que Anh
Name: Thoai Vy
UFM Hotel
Phone: 0792033555

Mail: thoaivy@gmail.com
UFM Hotel
Credit card No. : 1002 0303
100 rooms
4566 6543
4 room types:
Standard, Superior, Deluxe,
Suite
The content of the dialogue

A female guest whose name is Thoai Vy wants to:

● Book a Standard double room including breakfast for her
and her friend
● Check-in on the 1st of July and check-out on the 3rd of July
● Choose guaranteed reservation
● Deposit 100 USD in advance
● Pay by credit card
● Special request: Non-smoking room, city view
 03
CHECK-IN
PROCEDURE
2.1. DEFINITION

In the hotel, check-in is the process by which the

receptionist performs registration and confirmation
operations for guests who book rooms to be allowed
to stay.
The check-in time of the hotels is usually 2:00 pm
daily.
TANDARD CHECK-IN PROCEDURE

Before the start of the shift, the

receptionist must check the
arrival list and prepare the
registration form.
When guests come to check-in
Welcome guests with a smile and
make eye contact with guests
from a distance. Then, offer
assistance.

Guests made a
reservation.
Ask guests Could you tell me if
you have made a reservation
before?
Guests haven’t
made a reservation.
Guests made a reservation
Keep asking guests for the
guest’s name, passport/ID card,
and booking source.

Check on the system.

Show the registration form in front

of guests and reconfirm. If all the
information is correct, ask guests
to sign.
Guests haven’t made a
reservation
The receptionist will provide
guests with room types and rates.

The receptionist will enter the

system to create a booking.

Follow the same check-in

procedure as situation 1.
Ask guests about payment methods and
make payments.

Make a room key. Hand over the key and

provide information about hotel facilities
for guests.

Ask if guests have any requests.

Besides, wish them a happy stay and
open guest folio on the system.
04. CHECK-IN CONVERSATION
Minigame
Minigame
Kahoot!
“Thank you for listening.”

Have a nice morning

— GROUP 4 -