Unique Hotel Front Office Projects & Reservations Dialogue

PROJECT 1 Booking Dialogue

INSTRUCTIONS Make a booking dialogue between the guest (A) and reservations agent (B) over the telephone! The dialogue should be written in the form of a comic book, as follows: 1. Divide a large sheet of paper into 6 parts 2. Each of the 6 parts should contain a drawing/cartoon illustration and the text written in the shape of comic bubbles (speech balloons) 3. Each of the speech balloons should have two 4 sentences (2 per participant) The dialogue should have the following elements: 1. Overall booking procedure 2. A booking/reservation problem 3. Solution to the problem 4. A funny situation (preferably, related to the problem/solution) 5. Compensation to the guest as a sign of apology for the mistake made (e.g. complimentary sauna, an upgrade, free morning coffee, etc.)

Stages of the reservation process PICKING UP THE PHONE CONNECTING THE CALLER WITH THE RIGHT DEPARTMENT ASKING ABOUT ACCOMMODATION DETAILS CHECKING AVAILABILITY ACCEPTING/REJECTING THE RESERVATION REGISTERING THE RESERVATION INFORMING THE GUEST ABOUT THE RESERVATION SAYING GOODBYE TO THE CALLER

USEFUL PHRASES What stage of the reservation would you use these phrases in? Can you tell me your card number and expiry/expiration date? Let me check availability. I ll send you confirmation of your booking. When will you be arriving? I can put you on the waiting list and ring you up in case of a cancellation. Yes, sir, we can accommodate you on August 2nd. The reservation number is 3366. The room rate is 80$ per night. Sally speaking. How can I help you? Hold the line, please.

Phrasal verbs used in telephone conversation 1. No worries, boss. I ll pick up the phone right away. It is very rude to hang up on the customer like that. Be careful next time. I have been trying to get through to the Hilton hotel all morning, but the line seems to be engaged all this time. Madam, hold on/hang on a sec. I ll put you through to the Reservations in a few seconds. I was just about to make a booking for October 23rdwhen I got cut off by the operator. Unbelievable! So, you need a junior suite, right? Ok, let me check it first and I will get back to you in a few seconds. Madam, I don t have the room rates yet. I will call you back as soon as the hotel publishes them this afternoon.

Project 2 FRONT OFFICE CASES TROUBLESHOOTING PROBLEMS

INSTRUCTIONS The next 5 slides showcase 5 different front office cases that urgently need to be dealt with and resolved. TASK Study the situations very closely and try to work out the best solution to each of the problems occurring at the reception desk. Use 3-5 five sentences explaining your ideas as to how the problems could be eliminated for each of the 5 cases. Make sure that you do no harm the guest(s) in any way possible. *Note: One slide --- one case = 5 slides in total

Case 1 You are in a position of a front office manager at a hotel which is a member of an international hotel chain. Predominantly, your guests are regulars with high income. The housekeeping department is suggesting that one of the most loyal and regular guests permanently steals one face towel every time he/she stays at the hotel. What are your particular duties in such a situation?

Case 2 After a 12-day holiday at a mountain resort, a married couple is checking out. Before settling the account, they have to take back the deposited items from the deposit box which is a part of the reception cash register. You take the deposited item receipt and suddenly figure out that the package with the guest s name and reference number is missing. The guests are refusing to pay the bill. What steps should be taken?

Case 3 It is summertime. A renowned hotel at the Montenegrin seaside resort is a place where you are taking your professional training. A night porter who is supposed to be on duty has locked the reception area up and has simply vanished. You are there to take over the shift, but there is no one there to hand it over to you. appearance of some guests who want to go to their accommodation units. What steps do you think should be taken? An additional problem is a sudden

Case 4 Guests have just arrived at a 3-star seaside hotel. Last year, they had been staying there for two weeks and upon their check out they made a reservation. They want the same room overlooking the sea on the first floor. They are also planning to stay for two weeks. However, due to a contract with some travel agencies, during the next week there are no vacancies at the hotel. The only available rooms are at the additional 2-star accommodation units, a bit away from the hotel and the beach. How do you think you should resolve the existing problem?

Case 5 It is a city hotel which has had a successful history with regular and loyal guest so far. A regular guest is overstaying the already paid period of time failing to settle the account. What are the steps that should be taken in such a delicate business situation?

PROJECT 3 CHECK-OUT DIALOGUE

INSTRUCTIONS Make a face-to-face dialogue between the guest (A) and receptionist (B) at the check-out! The dialogue should be written in the form of a comic book, as follows: 1. Divide a large sheet of paper into 8 parts 2. Each of the 8 parts should be about one of the 8 check-out stages containing a drawing/cartoon illustration and the text written in the shape of comic bubbles (speech balloons) 3. Each of the speech balloons should have 4 sentences (2 per participant) The dialogue should have the following elements: 1. All 8 check-out steps/stages 2. A problem with account settlement (e.g. a cancelled credit card, a system failure, etc.) 3. Solution to the problem 4. A humorous situation related to the problem/solution

Project 4 COUNTRYHOUSE MAKEOVER

Make transform the old country house and its run-down front-yard/back-yard in the background into a luxury low- rise hotel together with the hotel s grounds the necessary changes to TASK

Makeover tips Make the house and the local area into a luxury 5-star accommodation unit 1. Keep the traditional exterior/interior appearance of the house when redecorating 2. Furnish the house with the latest furniture and fittings (however, do not change the traditional concept/style of the house) 3. Introduce all the necessary hotel facilities guests might look for at an upmarket hotel 4. List at least five hotel services which should be in line with the traditional concept of the hotel 5. Describe the culinary offer of the hotel s outdoor restaurant (the seating arrangement, food serving style and three local signature dishes) 6.