CHAPTER 1 ENGLISH FOR HOTEL

In this chapter you will:

 Learn how to be a good receptionist.

 Learn how to accept room orders.
 Learn how to respond customer.
READING ACTIVITY

FRONT OFFICE/RECEPTIONIST
Front Desk is a very important department in the hotel, making
direct contact with guests. The main function of this department is
Reservation, Guest service, Check-in, Check-out, Telephone, Finance &
Cashiering, Foreign Exchange, Room Assignment, Inquiry etc.

The Front Office is also called the nerve centre of a hotel. It

can be defined as a front of the housing department located around the foyer
and the lobby area of a hospitality property. As this department is located
around the foyer area of the hotel and is visible to the guests, patrons and
visitors, they are collectively called “Front Office”.

Should guests have any problems or require to appreciate or

comment, they would normally go directly to the Front Office, because it is
convenient to contact and converse with other departments. Therefore, this
department is the direct delegate to link the work and report the consequence
to other departments.

The hotel’s Front Office duties will always interact with guests,
therefore every service in the Front Office must be able to provide the
maximum for each guest. The front office department is one of the main hotel
departments responsible for services at the front office since guests arrive
 (check-in), during their stay at the hotel, until guests leave the hotel (check-
out).

POST-READING
ACTIVITY
After understand the text, read the question carefully and give answer!

1. What is the text about?

2. What is Guest meaning in the contex?
3. What is the front office/receptionist?
4. What is the jobdesk of front office/receptionist?
5. Why do they need to be able to speak English?

VOCABULARY
BUILDING
Look into these words and make the meaning of the word!

Office

Hotel

Property

Telephone

Guest

Visitory
 Receptionist

CONVERSATION: SERVING THE RECEPTIONIST

Read the conversation between the Receptionist and Guest below with your
friend!

A. Check In conversation

Guest : I’d like a room pelase.

Receptionist : Do you have a resevation?

Guest : No, I don’t.

Receptionist : How many nights?

Guest : Two night pelase.

Receptionist : For two people?

Guest : Yes.

Receptionist : Do you want breakfast?

Guest : No thank you.

Receptionist : Ok, that will be $210. Do you want to pay now, or when you check
out?

Guest : I’ll pay now.

Receptionist : Can you fill this in, and sign here please.

Guest : Yes, sure.

Receptionist : Thank you. Here is your receipt and your key. You are in room 231,
on the second floor.

B. Check Out conversation

Guest : Good afternoon.

Receptionist : Good afternoon, do you want to check out now?

Guest : Yes, I am sorry for being a bit late.

Receptionist : No problem sir.

Guest : Is the any extra charge for that?

Receotionist : No, sir. My I know your room number?

Guest : It’s 324

Receptionist : Mr. John Smith, room booked from August 3rd until 5th. Is that
correct?

Guest : Yes, it is.

Receptionist : So, the total of your bill is $845. How would you like to pay, Sir?

Guest : I will use cash.

Receptionist : Alright, Mr. Smith. Please sign here.

Guest : Sure.

Receptionist : May I know if you enjoyed your stay here?

Guest : Every thing’s great, I loved the meal so much.

Receptionist : Thank you, Sir. I hope you will be back to visit us again soon.

Guest : I will.

WRITING

Reservation Form

- Full name
- Arrival date
- Departur date
- Estimated time of arrival (ETA)
- Number of nights
- Number of room
- Room type
- Number of person
- Home addres/Company name
- Contact person
- Confirmation
- Taken by
- Date

The example of Hotel booking by mail:

Hotel Alya noble

No: 134/AIIS/I/2016
Things:
Things: Hotel Reservation
Lamp:
With respect,
Together with this letter we inform, that there is an
invitation to the Kemenag Center along the direction of
boarding school all over Indonesia, and location of the
meeting close by Alya noble, then we intend to book
rooms for 2 people:
On Behalf Of:-Mr Nur Muhammad, Phd (Director Of
Boarding School)
-Mr Arif Of Dharma, S. Pd. I (Secretary)
Stay date: 5 – 10 January 2015.
We ask the cooperation of the Hotel Alya Noble in order
to confirm this letter by email
pesantren.alihkam@gmail.com or via phone at (021)
9,270,345. So if there are things that need to be
resolved, it can be tidaklanjuti.
Top of perhatiaan and their cooperation, we say thank
you.
Sukamakmur, January 1, 2016
Sincerely,
Arif Of Dharma, S. Pd.
Secretary Of The Boarding School

TASK
“From the example above, make an example of a booking form from mail and an example of
a reservation form”

Refrence ;
SETUP MY HOTEL “Front Office Department Introduction, Operations and Key
Functions”https://setupmyhotel.com/train-my-hotel-staff/front-office-training/743-front-office-
introduction-operations-functions.html
Daily Trip (2020) “Tugas Dan Tanggung Jawab Front Office
Hotel”https://www.dailytripp.my.id/2020/12/tugas-dan-tanggung-jawab-front-office-hotel.html?m=1
EnglishCLUB “Checking Guests In and Out”https://www.englishclub.com/english-for-work/hotel-
check-in-out.htm#google_vignette
Rahayu May (2021) “Complete example of booking hotel by
mail”https://www.sekolahbahasainggris.co.id/contoh-lengkap-surat-pemesanan-hotel-dalam-bahasa-
inggris-beserta-artinya/