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RESERVATIONS, CHECK-IN & CHECK-OUT

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RESERVATIONS, CHECK-IN & CHECK-OUT

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RESERVATIONS, CHECK-IN & CHECK-OUT

  1. 1. Members: Trần Phương Nhi Cao Thu Hương Nguyễn Lê Quỳnh Nhơn Nguyễn Thị Hồng Ngọc
  2. 2. RESERVATIONS, CHECK-IN & CHECK-OUT
  3. 3. GREETING THE CUSTOMERS
  4. 4. Requesting the full name of customer who books the rooms
  5. 5. Asking how many people to rent the rooms
  6. 6. Asking the customer’s phone numbers
  7. 7. Offering the price of room per day/night
  8. 8. Payment options CREDIT CARDCHEQUECASH
  9. 9. CALLING back THE customerS TO confirm booking
  10. 10. Greeting Guests
  11. 11. Determining the type of guests GUEST RESERVATION NO RESERVATION Check & Repeat the information Introduce the available room
  12. 12. Calling the Housekeeping Department to inform the rooms checking-in
  13. 13. Checking-in NOTE: Requiring the guests to sign a registration form Foreign Guest Domestic Guest Passport Identity card
  14. 14. Determining the method of payments CASH CREDIT CARDCHEQUE
  15. 15. Giving the room’s keys & Taking the guests to the rooms
  16. 16. Wishing the guests have a wonderful time at the hotels
  17. 17. Finishing the procedures
  18. 18. Asking about the costs incurred at the time of check out if there
  19. 19. Telephone cost, laudry cost, etc.
  20. 20. Post the costs to be incurred
  21. 21. Checking the cost information
  22. 22. Print receipts for customers to check
  23. 23. Guest check with the payment method • Money, credit card, cheque
  24. 24. Checking massage or fax for customer
  25. 25. Taking back the room key
  26. 26. Asking customer inquired about the level of satisfaction during their stay
  27. 27. Say goodbye to customers
  28. 28. Note
  29. 29. Besides that
  30. 30. Making a Reservation
  31. 31. “Hi, how much are your rooms?“ "Hi, what are your rates?" "Hello, how much is a room?" "Hi, I would like to reserve a room.“ "Hello, can I reserve a couple of rooms?"
  32. 32. The dates you want the room and the duration "What day do you want to check in?“ "Which date did you want to reserve?" "What date are you looking for?" "I want a room from June 22nd to June 25th.“ "I would like a room for the 19th of July." "How long will you be staying with us?" "When will you be checking out?“ "How many days would you like the room for?"
  33. 33. Questions covers how many people and how many rooms "How many rooms will you need?“ "Is this for only one room?“ "How many rooms would you like to reserve?“ "How many rooms should I reserve for you?“ "I will only need one room.“ "I am going to need two rooms."
  34. 34. What type of bed you want "Would you like a single king size bed, or two double size beds in the room?" "Will a single king size bed be ok?" "We only have a room with two double size beds. Will that be ok?
  35. 35. "Do you want a smoking room or a non- smoking room?“ "Do you prefer a smoking or non-smoking room?
  36. 36. Provide your credit card number to reserve the room "Can I get a credit card number?“ "Can I have your credit card number?“ "What is your credit card number?"
  37. 37. CHECK-IN
  38. 38. "Hi, I am checking in.“ "Hi, I have a reservation and I am checking in."
  39. 39. Some Questions To Ask During This Time "Where is the elevator?“ "Do you have concierge service here?“ "Do you have a map of the city?" "What time should I check out by?" "What time is check out?"
  40. 40. Check-out
  41. 41.  "I am checking out.” "Should we charge the credit card on file or did you want to use a different card?" "Your credit card will be charged a total of $256.78. Can you sign on the bottom?" "Thank you for staying with us. We look forward to seeing you again."

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