LANGUAGE FOCUS - CHECKING IN AT A HOTEL
Receptionist Guest
1. Welcoming the guest.
Good morning / afternoon / evening. Good morning. I’d like to
Welcome to [Hotel Name]. check in, please.
How may I help you? Hello. I have a reservation.
2. Asking for Reservation Details
Do you have a reservation? Yes, I have a reservation.
May I have your booking number, please? The booking number is
Could you tell me the name the reservation ABC123.
is under? It’s under the name […].
Could you please provide your ID/passport Yes, here you are.
for check-in?
3. Confirming Reservation Details
Let me just check your reservation. Yes, that’s correct.
I see your reservation for a [room type] That’s right.
from [check-in date] to [check-out date]. Is Yes, for three nights.
that correct?
5. Asking them to sign the check in form
Could you please fill in this registration Sure.
form? No problem.
Could you check that the details are correct Where should I sign?
and sign here, please?
* Information usually required
Full name; Passport / ID number; Nationality; Contact number / email; Signature
6. Asking them for credit card (Optional)
May I take a credit card for the booking, Yes, of course.
please? Can I use my Visa?
We require a deposit for incidentals, such as How much is the deposit?
minibar or room service.
7. Providing Room Information
Here is your room key card. Your room Thank you.
number is [room number]. That’s great.
Breakfast is served from 6.30 to 10 a.m.
Check-out time is 11 a.m.
8. Wish them a nice stay
Thank you for choosing [hotel name]. Enjoy Thank you very much.
your stay. Thanks for your help.
Have a wonderful stay at the [hotel name].
If you need anything, please dial 0.
CHECK-IN CONVERSATION
Sarah (Receptionist): Good afternoon, madam. Welcome to the Metro Hotel.
How may I help you?
Guest: Good afternoon. My name’s Caroline Brown. I have a reservation.
Sarah: Of course, Ms Brown. One moment, please… Yes, here it is. One non
smoking, double room for three nights. Is that correct, madam?
Guest: That’s correct. Could I have a room on a lower floor, please? I don’t
like using the lift.
Sarah: Certainly. Is the second floor OK?
Guest: Yes, that’s perfect. Thank you.
Sarah: Great. Could you please fill in this registration form, please?
Guest: Sure.
Sarah: Thank you. May I have your passport, please?
Guest: Yes, here you are..
Sarah: Thank you. And could I have the credit card you used to book the
room, please?
Guest: Yes, here’s my VISA card.
Sarah: Thanks. We’ll take a $100 deposit for incidentals. The money will be
released within 3–5 business days after check-out.
Guest: OK, no problem.
Sarah: Great. Here’s your key card. You’re in Room 209. The lifts are on the
left, just past the reception desk.
Guest: Thank you.
Sarah: Would you like a wake-up call?
Guest: Yes, could I have a wake-up call at 6.30 tomorrow, please?
Sarah: Of course. 6.30. Would you like a newspaper as well?
Guest: Yes, I’d like The Times every morning, please. And what time is
breakfast?
Sarah: Breakfast is between 7.00 and 10.30.
Guest: Thank you.
Sarah: You’re welcome. Enjoy your stay, Ms Brown. If you need anything,
just dial 0 on your room phone.
GUEST RECEPTIONIST
Name: Ms Caroline Brown Hotel: Metro Hotel
Reservation: Yes Room number: 709
Booking number: MH45892 Breakfast: 7.00 – 10.30
Room type: Double room Swimming pool: Basement
Nights: 3 nights Deposit: $100 for incidentals
Smoking / Non-smoking: Non-smoking Deposit explanation:
ID: Passport Returned within 3–5 business days
Payment: VISA credit card after check-out
Requests: Extra information to include:
Ask for a higher floor with a city view Confirm higher floor / city view
Ask where the swimming pool is Ask guest to sign the registration form
Give the room key
Give directions
GUEST RECEPTIONIST
Name: Anna Lee Hotel: City Central Hotel
Reservation: Yes Room number: 305
Room type: Single room Breakfast: 6.30 – 10.00
Nights: 2 nights Deposit: No deposit required
Smoking / Non-smoking: Non-smoking Instructions to include:
ID: Passport Ask for name
Special request: Ask for passport
Ask the receptionist not to clean the Ask guest to sign the registration form
room in the morning Explain ‘Do Not Disturb’ card
Ask if breakfast is included Give the room key
GUEST RECEPTIONIST
Name: Mr David Chen Hotel: Metro Hotel
Reservation: Yes Room number: 412
Room type: Double room Breakfast: Included | 7.00 – 10.30
Nights: 5 nights Swimming pool: Basement
Smoking / Non-smoking: Non-smoking Deposit: $50 for incidentals
ID: Passport Instructions to include:
Requests: Ask for passport
Ask if breakfast is included Ask for credit card for deposit
Ask for a wake-up call at 6.30 Explain the deposit policy
Ask guest to sign the registration form
Give the room key
Give directions