Unit 4

Handling Check-in

Language Function

Directions: Study the following language function.

Every guest staying in a hotel must be registered and checked in by a receptionist.
The receptionist has to serve the guest accurately and efficiently based on the policy
and procedure, and to obtain the guest‟s details in a friendly and courteous manner.
Helping guests with registration is one of the main duties of a receptionist. The
following is the complete job descriptions of a receptionist.
1. Greet and welcome the guest who will check-in.
2. Check the guest‟s reservation, find the reserved room.
3. Help the guest to fill in the registration form.
4. Ask the guest politely about the payment system when checking in and processing
it.
5. Give a guest card, a welcome-drink card, and a room key to the guest.
6. Input the registration data into a computer in order that all outlets in the hotel can
use them for billing transactions.
7. Inform the room status to the Housekeeping Department, which rooms are
checked-in, checked-out, etc.
8. Check the room discrepancy to the Housekeeping Department.
9. Check the reservation for VIP (Very Important Person), FIT (Free Independent
Traveler), or GIT (Group Inclusive Tour).
10. Check the room rack and make sure that the house count is always accurate and
up-to-date.
11. Keep the front-desk counter clean and check the completeness of forms and
facilities.
12. Write messages in a logbook at the end of a shift.

In handling check-in, concierge is an integral part of the registration process.

Serving arrivals and departures are the most common uniformed service. Meeting,
greeting to arriving guests, their luggage and parking of cars are the first
responsibilities, which extend from the hotel entrance and car park to the hotel

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bedrooms. On departure, guest, luggage, and transportation are agaim primary

responsibilities.
The following is the job descriptions of a concierge:
1. Handle guest luggage when the guest check-in, check-out, and room moving.
2. Fill and complete guest card.
3. Handle guest luggage in deposit room and control its quantity routinely.
4. Handle guest room keys.
5. Send letter, newspaper, and filled-out message form into guest room.
6. Handle transportation.
7. Handle errand duty.
8. Keep cleanliness and tidiness of the working area.

Vocabulary Check

Directions: Study the following words, their pronunciations, and their

meanings. Pay close attention to how they are used in the reading
texts and dialogs.

1. absolutely (adv) : benar

2. arrival date (n) : tanggal kedatangan
3. backdrop (n) : latar belakang
4. baggage (n) : bagasi
5. banyan (n) : beringin
6. boasts (v) : membanggakan
7. castle (n) : kastil
8. catacomb (n) : katakombe
9. chateau (n) : istana
10. circular (adj) : bundar
11. company account (n) : pembayaran lewat perusahaan
12. company affiliation (n) : afiliasi perusahaan
13. compound (n) : senyawa
14. countryside (n) : pedesaan
15. courteous manner (n) : cara yang sopan
16. departure date (n) : tanggal keberangkatan
17. dormant (adj) : terbengkelai
18. dragon (n) : naga
19. eerie (adj) : seram

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 20. ensconced (v) : berlindung
21. forename (n) : nama depan
22. glitch (n) : kesalahan
23. gorgeous (adj) : luas
24. haze (n) : kabut
25. heritage (n) : warisan
26. intricate (adj) : rumit
27. lineage (n) : garis keturunan
28. logbook (n) : buku catatan kejadian
29. lounge (n) : ruang duduk
30. magnificent (adj) : indah
31. meal voucher (n) : kupon makanan
32. mist (n) : kabut
33. monarchs (n) : raja-raja
34. occupation (n) : jabatan, kedudukan
35. picturesque (adj) : indah
36. platforms : peron
37. poor eyesight (n) : penglihatan kurang
38. purple (adj) : ungu
39. resided (v) : tinggal
40. room discrepancy (n) : ketidaksuaian ruangan
41. room rack (n) : rak kunci kamar
42. ruling (v) : berkuasa
43. scenic (adj) : cantik
44. shroud (n) : kain kafan
45. sprawling (adj) : luas
46. stunning (adj) : menakjubkan
47. subsequent (adv) : selanjutnya
48. tatched (adj) : berjerami
49. tiered (adj) : berjenjang
50. welcome drink (n) : minuman selamat datang

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Reading Texts

Directions: Read the text below and answer the following questions.

Yogyakarta

Source: duniatraveling.com

Yogyakarta is a beautiful place where you can spend a few days on a vacation.
The food is great, the people are friendly, and the countryside is absolutely scenic and
gorgeous. It is a sprawling town in Java. Yogyakarta‟s multi cultured past has an
impressive lineage of Hindu and Buddhist kingdoms that left behind elaborately
intricate religious temples and palaces. Yogyakarta today is home to the nation‟s
most prestigious university, a traditional art and music scene, and picturesque thatched
cottages set among tiered rice fields. There are many places to visit in Yogyakarta on
your trip to Indonesia.
Begin your sightseeing with a visit to Keraton and Tamansari. Keraton of
Yogyakarta is the city‟s palace complex and the main seat of the Sultan Yogyakarta
and his family. It also serves as a cultural center with a museum for the Sultan‟s
artifacts. More of a walled mini city than a palace, this massive compound is home to
25,000 people and has its own industries, schools and shops. Distinctive features to
note: the male and female dragon entrances, the European-influenced architecture, gifts
from various European monarchs and sacred banyan trees. Tamansari is a garden
chateau with an elaborate series of swimming pools, this palace was built by the
Portugese when they briefly resided in Java as a gift for the wives of Sultan Hamengku

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Buwono I. The castle was built in an architectural style loved by Yogyakarta‟s ancient
royalty and boasts not only a magnificent view but an eerie underground catacomb
that‟s worth checking out.
After that, continue your trip with a visit to Borobudur Temple. This 113 foot high
pyramid is a bit of a Buddhist mystery. Built between the 8th and 9th centuries by the
ruling Buddhist Cailendra, little is known about the temple‟s original purpose or name.
Borobudur contains four main platforms with one large circular stupa at the top. At
each level, smaller buddhas sit comfortably ensconced in circular rings. In the
background, four volcanoes shroud Borobudur in mist, only one volcano is dormant.
The purple orange haze is quite the stunning backdrop for the entire stone structure.
Be sure to include the impressive Prambanan Temple in your visits. It is a
UNESCO world heritage site consisting of 240 temples built by the subsequent Hindu
ruling dynasty. The temple site is dedicated to the expression of God as the Trimurti, or
Brahma as the Creator, Vishnu as the Preserver, and Shiva as the Destroyer, towering
47 meters high. In the evenings, you can catch the spectacular Ramayana ballet
performance where over 200 dancers and musicians perform in open air, with the
magnificent temple as the backdrop.
(Adapted from traveltriangle.com/blog/places-to-visit-in)

1. Why Yogyakarta is called a beautiful place to visit?

2. What do you know about Keraton of Yogyakarta?
3. What do you know about Tamansari?
4. What can you see in Borobudur Temple?
5. What can you see in Prambanan Temple?

Key Expressions

Directions: Study the key expressions below. Make sure you understand their
meanings and how they are used in the dialogs.

Asking for people identity Possible responses

What‟s your name? My name is Gomez.
What was the name you gave us earlier? Gomex.
Can I have your surname? It‟s Selena.
How do you spell your name? G-O-M-E-Z.

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Asking for people identity Possible responses

Could you please spell your name and L-O-P-E-Z. And my address is
address? Mendoza City. It‟s M-E-N-D-O-Z-A.
Please show your passport or any other OK. Here you are.
identity card.
What is your passport number? It‟s zero five two double nine triple six.
What nationality are you? Mexican.
What is your occupation? I‟m a technician.
What kind of work do you do? I‟m a journalist.

Asking people to do something Possible responses

Can I have the travel agent voucher? Sure.
Would you mind filling out the registration form? Why not?
Could you sign this card at the bottom corner, over OK.
here?

Providing information during registration Possible responses

Please fill in this registration form. No problem.
I‟ve put you in Room 203. Yes, that‟s fine.
Here are your room key and your meal vouchers. Thank you.
We have provided the welcome drink in the lounge. Very good.
The bell boy is going to take you to your room. All right.
Please let the concierge deliver your luggage to With my pleasure.
your room.

Closing after registration process Possible responses

I hope you‟ll enjoy your stay. Thanks.
Hope you enjoy your stay. Thank you.
You‟re welcome. Hope you enjoy your stay. Thank you very much.

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Jalan Babarsari, Yogyakarta - Indonesia 55281

Phone: +62 274 488 888; +62 274 486196 reservation@sahidjogja.com

REGISTRATION FORM

Mr/Mrs/Miss Arrival Date :

Last Name : First Name:
Home Address: Departure Date :

Nationality : Coming from :

Place of Birth : Date of Birth: Going to :

Profession : Purpose of Visit:  Pleasure

Pasport No. :  Business

Issued by :  Official

Company Affiliation:
OUR CHECK OUT TIME IS 12:00 NOON

Note:

Guest Signature
Room No. Person Rate Reserved by Clerk

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Settlement of  Airline Voucher
Account:  Cash
 Credit Card:  Amex  Travel Agent Voucher

 Visa  Group Tour

 Diners Club  Company Account

 etc.  Other

Please specify.
……

Conversation 9
Situation: At the Front Desk Counter, a guest will do a registration. The
receptionist handles the check-in.
Direction: Work in pairs and practice the conversation.
Receptionist : Good afternoon. Welcome to the Grand Hyatt Jogya. How may I
help you?
Guest : Hello, I have a reservation for today. It's under the name of Hero
Jaejoong.
Receptionist : Can you please spell that for me, sir?
Guest : Sure. J-A-E-J-O-O-N-G.
Receptionist : Yes, Mr. Jaejoong, we've reserved a double room for you with a
view of the golf court for two nights. Is that correct?
Guest : Yes, it is.
Receptionist : Excellent. We already have your credit card information on file.
If you'll just sign the receipt along the bottom, please.
Guest : Whoa! Five hundred and ninety dollars a night!
Receptionist : Yes, sir. We are a five star hotel after all.
Guest : Well, fine. I'm here on business anyway, so at least I'm staying
on the company's dime. What's included in this cost anyway?
Receptionist : A full Continental buffet every morning, free airport shuttle
service, and use of the hotel's safe are all included.
Guest : So what's not included in the price?
Receptionist : Well, you will find a mini-bar in your room. Use of it will be
charged to your account. Also, the hotel provides room service,

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