Card 17

1) You are a hotel receptionist. The guest is leaving the hotel. Conduct checking out procedure. Remember to upsell at check-out and try to re-book the guest.

2) You are the General Manager of the Grand Hotel. Write a memo to the Front Office staff explaining the hotel’s policy on room rates.

Процедура выезда из отеля

Инструкции	Лексическое наполнение
1. Поздоровайтесь и предложите помощь.	Good morning / Good afternoon. / Good evening. How can I help you?
2. Спросите у гостя номер комнаты и принесите счет.	Certainly. I’ll get your bill. What room are you in?
3. Объясните структуру счета и попросите гостя проверить его.	Here you are. Everything is itemized: your room, meals, telephone calls, and the minibar. Service and VAT are included. Would you just like to check it through?
4. Спросите у гостя, собирается ли он снова останавливаться в вашем отеле.	Are you planning to visit this city again and stay at our hotel?
5. Предложите гостю забронировать для него номер.	Do you know that our hotel is very popular and guests usually book 2 months in advance? If you like, I could book a room for you now. It won’t take a minute.
6. Узнайте дату приезда.	Do you know when you’re traveling?
7. Проверьте наличие свободных номеров и предложите более дорогой номер.	Certainly. I’ll just check availability. Oh good, we have our mini-suites. For only $20 more, I can book you a mini-suite. I’m sure you’ll find it more comfortable.
8. Попросите гостя расписаться в квитанции. Завершите разговор.	Just sign here, please. Here is your receipt. We look forward to seeing you in ….

Memo

From: To:

General Manager All Front Office staff

Date: Subject:

September 5, 2007 Pricing policy

grand hotel

It is clear that some clarification of our policy on pricing and room rates is needed.

Basic Rates

We have a basic rate for all room types. However, it is common for different rates to be charged. This is because the Sales and Marketing Department negotiates special rates for different agents, corporate clients, and other clients.

The Basic Rates Are:

Standard room £80.00 (double)

Luxury / Executive Plus: £115.00 (double)

Suite: Individually priced

Standard discounts

Weekend rate (Fri / Sat or Sat / Sun): 15% discount

Weekly rate: seven nights for the price of five

Specially-negotiated rates

Most guests come as part of a tour, through a tour operator, or as a corporate guest. In this case a special rate will have been negotiated and will be on the computer for Reservations and the Front Office staff to access.

Card 18

1) You are a travel agent. A tourist is calling you to get information about fly-drive holidays to Florida. Give him necessary information and book a tour for him.

2) You are a travel agent at Sunshine Holidays. The manager gives you the following instructions. Read them and write an e-mail-confirmation about tour booking.

Could you send an e-mail to Mrs. Beltran? Thank her for the booking of a fly-drive holiday to Florida with self-catering apartment for 15^th May for fortnight and say that’ll be fine. The cost is $543 per person. She is leaving from London, Heathrow flight FA12375 on 15^th May, returning from Orlando flight RA89545 on 27^th May. Ask her to come to us to make all the necessary arrangements.