-Dealing with check-in problems

Problems -Dealing with guest´s special needs

-Offering solutions for each situation

1. Vocabulary. Problems when checking-in. Listen and number them as they appear.
___guests arriving to the wrong hotel ___car park is full ___hotel has overbooked rooms

___guest´s room is not ready ___guest´s room is not ready

2.Phrases to use. Apologies and ideas to help overcome the situation.

Apologies Problems Solutions
The porter will take your luggage to ...
I´m afraid We don´t have a parking space
I have reserved a room for you in our partner Hotel ..
I´m really sorry ... We don´t seem to have your reservation
I will ask the housekeeping to inform me as soon as...

3. Speaking. Take turns to be the guests and the recepcionist.

Situation 1

A: Hello, my name is Raul Cordova. I have a reservation for tonight.

B: room not ready/ offer a complimentary tea or coffe in reception

Situation 2

A: I´d like to park my car .

B: pre-book parking?
A: Yes, I did.
B: car park at back of the Hotel/ offer help with luggage.

Situation 3

A: When will my room be ready?

B: rooms ready at 3 :00/ offer to ask houskeeping about the room.
 Problems and Mistakes
1.Vocabulary.Identify which phrases are problems, compensations, solutions,
human mistakes .
2
1 - Wine/champagne in the room
- Wrong name given - Voucher for another stay
- Wrong name keyed in - Free meal in the restaurant
by reception

- To move guest out

of wrong rooms 4
- To move guests to another hotel - Wrong rooms/hotel
3 - Rooms not adjoining
- Rooms on different floors
- No elevator/lift
- No disabled facilities
- No balcony /see view

2.Listen and check what kind of problems do the guests have.

Wrong rooms
Wrong hotel
Rooms not adjoining
Rooms on different floors
No elevator/lift
No disabled facilities
No balcony
No see view

3. Vocabulary and phrases.

Explaining problems Asking details
There is a mistake with our room Did we not give you ...?
We do not have balcony/ elevator/ desabled facilities/see view/ etc. Did you receive...?
Our rooms are not adjoining/ rooms are on different floors Do you have ... in your room?
We did not receive breakfast /the bill/ a confirmation E-mail /etc. Can you I have your name/ room
number?

3. Practice explaining a problem and asking details with your partner.

 Special Needs
1.Check these words related to special needs.
Wheelchair access Double room available Allergy
Refurbishment Pillows Housekeeping crib

1 2 3 4

5 6 7

3. Speaking. Take turns to be the guests and the receptcionist.

Situation 1

A: Excuse me, we reserved a room and bathroom with wheelchair access.

B: Yes, we have your request here. If there is any problem with your room please contact me.
A: What about access to the restaurant and bar?
B:That´s fine. you can use the elevator to have access to all floors.

Change the colored words. a room with a balcony / the terrace

Situation 2

A: Do you have a double room available for two nights?

B: Yes, we do
A: Can I just check with you? I have an allergy to cigarrette smoke.
B: Do not worry. The hotel is completely smoke-free since our refurbishment last year.
A: Ok. What about the pillows? Are they allergy-tested?
B:Possibly not. I can ask someone from housekeeping about alternatives for you.

Change the colored words. a single room / dust / our hotel is very clean and safe

Situation 3
Peso Chileno 90.000
A: Could we have a crib in the double for the baby?
Peso Colombiano 280.000
B: Of course. I will ask housekeeping to arrange that for you. is there anything else?
Sol Peruano 500
A: Is there a high chair in the dinning room?
Peso
B: Yes, just askArgentino
the waiter 500
when you arrive for your meal.
Euro 600
A: And what about the menu? I would like a bottle of hot water for the baby.
B:There arePeso Chilenomenus
children´s 600.000for both lunch and dinner. And if you need hot water just ask any of the serving
stuff they will
PesobeColombiano
pleased to help.
1.500.000

Change your own words in a created dialogue.