Unit 10. At the Reception (A) Flash on English for Cooking, Catering and Reception

 

Flash on English for Cooking, Catering and Reception Unit 10. At the Reception (A)

 

1 What are the tasks of a hotel receptionist? Tick the ones you think they do. 1 √ welcoming guests 2   ordering taxis or hire cars for guests 3   managing bookings 4   checking guests into and out of the hotel 5   preparing bills and taking payments 6   handling foreign exchange 7   taking and passing on messages to guests 8   responding to special requests from guests   2 Read the text about the hotel receptionist's duties and responsibilities and check your answers. A hotel receptionist, also known as a front office or front desk clerk, is the first person you meet when you enter a hotel reception. They perform vital administrative and public relations tasks within an organisation. Their work starts before you even arrive at the hotel, as they deal with initial inquiries and manage reservations by phone, email or internet booking forms. They also handle any specific booking requests you may have such as conference rooms, childcare facilities or disabled access. When you arrive at the hotel, they welcome you and register you, usually via a computerised system. When check-in is complete and the receptionist has provided you with essential information about hotel orientation and amenities like the bar, restaurant and leisure facilities, you are allocated your room and given the necessary key or electronic pass. During your stay the receptionist is responsible for providing a range of information and services to you, face-to-face and over the phone. These include: taking and passing on messages to and from guests about room-service orders; responding to special requests like booking theatre tickets or storing valuables; providing information about facilities around the hotel; giving advice or directions and dealing with any customer complaints or problems. At the end of your stay, the receptionist checks you out of the hotel. This process can include presenting you with a bill for your accommodation, or use of services such as laundry or the mini-bar; they can take credit or debit card payments, help you with arrangements for your onward journey by ordering you a taxi or a hire car and offering any further assistance they can. In addition to customer service, receptionists carry out general administrative duties, doing tasks such as photocopying, invoicing and bookkeeping. They also frequently handle foreign exchange in large hotels. In smaller hotels they might also be responsible for showing guests to their rooms, serving drinks from the bar, keeping the reception area tidy and even doubling up as security guards at night!   3 Read the text again and complete this additional list of hotel receptionists' duties with the missing verbs. carrying out dealing doubling up giving handling keeping passing on providing taking     1 ___Handling ____ specific booking requests. 2 ____________ essential information about hotel amenities. 3 ____________ and ____________ messages from guests about room-service orders. 4 ____________ advice or directions. 5 ____________ with customer complaints or problems. 6 ____________ general administrative duties. 7 ____________ the reception area tidy. 8 ____________ as security guards at night.

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