LESSON No 3: Reservation (Hotel facilities for VIP, CIP, VVP, disabled people)
Objective: Students will practice their vocabulary, their reading and conversation skills through activities which help them to deal with reservation for VIP or special needs.Lesson plan:
1.Teacher introduces the structure of the lesson
2.Step 1: Students work on tasks prepared by the teacher
3.Step 2: Students meet on-line
4.Step 3: Self-evaluation of the work done ( steps 1 and 2)
Receptionist / Guest
Pre-lesson task:
Get ready to speak on the following topics:
Hotel facilities, services and offers of the hotel for VIP and disabled guests
Identifying guest’s needs and completing registration
Step 1
Get acquainted with
1. People with special requirements:
A person in a wheelchair
An elderly person
A family with a baby
A family with young children
A blind person
2. Extra facilities in a hotel
A resident nurse
Courtesy buses/vehicles
Extensions
Hoists in bedrooms and toilets
Lifts
Nappy-changing facilities
Notices in Braille
Organized games and activities
Playground/playroom
Push chairs
Ramps
Safety rails
Wide doors
3. Business apartment (equipment/facilities)
Cloakroom
Coffee-table
Double bed
Dressing-table
Executive floors
Fully equipped office meeting room
Hi-fi system
High level of security
High-quality bedroom
Meeting table and chairs
Overhead projector
PC, copier and printer
Phones and fax
Safe deposit
Screen
Secretarial service
Slide projector
Supply of stationary / stationery
Trouser’s press
TV and video
Wireless Internet Access
Whiteboard
4. Important clients (VIP status)
Celebrities (e.g. statesmen, writers, composers, actors, singers, TV producers etc.)
CIP (Company important person)
Corporate client
Directors
Editors
Executives
Journalists
Politicians
Senior managers
Regulars
Tour operators, etc.
VIP (very important person)
VVP (very very important person)
5. Special handling of VIP guests
Company/Individual booking
Sending complimentary items to the room
Fast (Express) check-in and check-out procedures
Knowing personal preferences and getting the room ready depending on those
Name recognition
Upgrading the guest and giving some discounts according to the guest’s profile
An apartment with special amenities (air conditioning; a suite with all the comforts of home; a kitchen with every convenience; heated indoor pool with 2 Jacuzzis; Wireless Internet Access; Video Game Room; Relaxing, men's and women's saunas)
6. Useful phrases
Individually designed suits
It has a unique location .....
It is easily accessible from ....
It is only 20 minutes from ....
It is situated close to ...... with wonderful views over ....
It is situated in ...... within easy reach of the stores, museums and ....
It offers ideal location, close to all major business attractions
The hotel is located on the outskirts (= not in the city center)
We run a courtesy bus (= free of charge) from the airport to the hotel.
7. Sample confirmation letter
Hotel Plaza
Phone +456 (6)777 22 78
Fax +456 (6) 777 33 67
27th April
Janet Cooper
6 Lime Street, Birmingham,
HB7 7S8
Confirmation
Dear Ms Janet Cooper,
Thank you for choosing Hotel Plaza! We are delighted to confirm your reservation:
Title
Name
Res. No
Room Type
Price (LVL)
Type of payment
Arrival date
Departure
date
Total: 60. EUR
- Rates mentioned above include breakfast and VAT 29%
- The reservation without guaranty is valid until 18:00 on a day of arrival. The reservation can be guaranteed by credit card or with prepayment via bank transfer
- The cancellation free of charge is possible 24 hours prior to arrival
- The rooms will be available for check-in from 14:00. Check-out time is until 12: 00.
- To accept the booking as above, please sign it and fax/e/mail to +567. 6644567 or
Sincerely,
May White,
Front Office Manager
c) Upload the prepared materials / Get acquainted with
1. People with special requirements:
A person in a wheelchair
An elderly person
A family with a baby
A family with young children
A blind person
2. Extra facilities in a hotel
A resident nurse
Courtesy buses/vehicles
Extensions
Hoists in bedrooms and toilets
Lifts
Nappy-changing facilities
Notices in Braille
Organized games and activities
Playground/playroom
Push chairs
Ramps
Safety rails
Wide doors
3. Business apartment (equipment/facilities)
Cloakroom
Coffee-table
Double bed
Dressing-table
Executive floors
Fully equipped office meeting room
Hi-fi system
High level of security
High-quality bedroom
Meeting table and chairs
Overhead projector
PC, copier and printer
Phones and fax
Safe deposit
Screen
Secretarial service
Slide projector
Supply of stationary / stationery
Trouser’s press
TV and video
Wireless Internet Access
Whiteboard
4. Important clients (VIP status)
Celebrities (e.g. statesmen, writers, composers, actors, singers, TV producers etc.)
CIP (Company important person)
Corporate client
Directors
Editors
Executives
Journalists
Politicians
Senior managers
Regulars
Tour operators, etc.
VIP (very important person)
VVP (very very important person)
5. Special handling of VIP guests
Company/Individual booking
Sending complimentary items to the room
Fast (Express) check-in and check-out procedures
Knowing personal preferences and getting the room ready depending on those
Name recognition
Upgrading the guest and giving some discounts according to the guest’s profile
An apartment with special amenities (air conditioning; a suite with all the comforts of home; a kitchen with every convenience; heated indoor pool with 2 Jacuzzis; Wireless Internet Access; Video Game Room; Relaxing, men's and women's saunas)
6. Sample confirmation letter
Hotel Plaza
Phone +456 (6)777 22 78
Fax +456 (6) 777 33 67
27th April
Janet Cooper
6 Lime Street, Birmingham,
HB7 7S8
Confirmation
Dear Ms Janet Cooper,
Thank you for choosing Hotel Plaza! We are delighted to confirm your reservation:
Title
Name
Res. No
Room Type
Price (LVL)
Type of payment
Arrival date
Departure
date
Total: 60. EUR
- Rates mentioned above include breakfast and VAT 29%
- The reservation without guaranty is valid until 18:00 on a day of arrival. The reservation can be guaranteed by credit card or with prepayment via bank transfer
- The cancellation free of charge is possible 24 hours prior to arrival
- The rooms will be available for check-in from 14:00. Check-out time is until 12: 00.
- To accept the booking as above, please sign it and fax/e/mail to +567. 6644567 or
Sincerely,
May White,
Front Office Manager
c) Upload the prepared materials
Step 2 On-line
Practice prepared material in real life situations on-line
1. Fill the gaps in the fax with the following words. The first one has been done for you.
Then write the confirmation letter or confirm the booking or use the phone to confirm.
availability
details
discount
En-suite
Executive
following
including
Regards
reserve
single
Date: / 12 June
From: / Jane Swift
Personnel Department
To: / Gordon Gold Hotel
Attention: / Reservations
Could you please 1 reserve the 2______rooms:
A single 3______room for our Executive Manager, Mr. Randolph Wright, for 3 nights from July 21
A standard 4______room with 5______bathroom for our Marketing Manager, Ms. Jane Scott, for 2 nights from July 21
Please confirm 6______and send 7______of prices of rooms8______breakfast and our normal 9______.
10______
Kate Simon,
Secretary
3. You are a receptionist in a small family-run country hotel and a secretary of a potential guest is phoning to ask about accommodation for her boss- a VIP person. Convince her that your hotel is the best to satisfy their requirements!
Answer her questions about hotel’s location, rooms (Executive/President suites) facilities, restaurant, and offer services (room service, turn-down service, complimentary items and amenities.)
· Good afternoon! Gordon Gold Hotel. How can I help you?
· Describe the Executive suite
· Mention the facilities of your hotel
· Keep persuading your potential client by offering special services and complimentary items
· Offer discount rates and require for details about Company’s account and require no deposit
· Express gratitude for calling and promise to look forward to seeing Mr. X at the Gordon Gold Hotel
· Reply politely
4. A non-guided dialogue. A guest is a disabled person in a wheelchair. Answer his questions please, to make sure facilities and services you offer meet the person’s needs for special equipment and premises. / Practice prepared material in real life situations on-line
1. Fill the gaps in the fax with the following words. The first one has been done for you.
Then write the confirmation letter or confirm the booking or use the phone to confirm.
availability
details
discount
En-suite
Executive
following
including
Regards
reserve
single
Date: / 12 June
From: / Jane Swift
Personnel Department
To: / Gordon Gold Hotel
Attention: / Reservations
Could you please 1 reserve the 2______rooms:
A single 3______room for our Executive Manager, Mr. Randolph Wright, for 3 nights from July 21
A standard 4______room with 5______bathroom for our Marketing Manager, Ms. Jane Scott, for 2 nights from July 21
Please confirm 6______and send 7______of prices of rooms8______breakfast and our normal 9______.
10______
Kate Simon,
Secretary
3. You are a secretary of a potential guest and are phoning to ask about accommodation for your boss- a VIP person. Ask questions about hotel’s location, rooms (Executive/President suites) facilities, restaurant, and offer services (room service, turn-down service, complimentary items and amenities) to make sure the hotel will satisfy all your boss’s requirements.
· Good afternoon. This is Mr. X’s secretary phoning to ask you about the suites you feature in your website and trying to decide which one would be the most suitable for Mr. X.
· Enquire about location of the hotel and closeness to business attractions
· Express uncertainty and readiness to end the call
· Ask about the method of payment for company booking and deposit needed
· Promise to consult your boss and to be in touch again soon.
· Take leave
4. A non-guided dialogue. You are a disabled person in a wheelchair. Call the hotel Reservations please, and make sure facilities they offer meet your needs for special equipment and premises.
Step 3
Evaluate your own work. Answer questions as honestly as you can without regard to what you think others may
expect of you / Evaluate your own work. Answer questions as honestly as you can without regard to what you think others may expect of you
Teacher’s feedback on the work done
Resourses: http://babelnet.sbg.ac.at
Bibliography:
Kaith Harding & Paul Henderson High Season (English for the Hotel and Tourist Industry), OUP 1997