Manager:'So, you will be working here in reception near the entrance of the hotel. Your main responsibility is to speak to and help the hotel's guests. These are our customers and they pay to stay here. So you should be polite.'
New Employee:'So, when a new guest arrives and they want their key to their room, they want to check in, I have to take their name and information and then give them their key?'
Manager:'Yes, but you need to see first if they have a reservation here. Most of our guests book their rooms through the internet or by phone before they come. So their names will be on the computer system. But you have some people who want a room and haven't booked a room or made a reservation before they arrive. If we are fully booked, there are no rooms available, then you apologise and say that there are no rooms. If there are rooms available, then take all their details and information and check them in.'
New Employee:'Does the hotel provide meals to the guests who have a room?'
Manager:'Yes we do. There are four different options for meals. Some of the guests will have paid for a room and full board. This means that breakfast, lunch and dinner in the hotel are included in the price/rate they paid. There is also half board. This means that breakfast and dinner in the hotel are included in the price they paid.
We also have some guests that have paid for bed and breakfast, where breakfast in the hotel is only included in the price they paid for the room. There are a few guests who have paid for room only, where no meals in the hotels are included in the price they have paid. If they want breakfast etc..., they have to pay for it.'
New Employee:'So 'room only' is a different name for self-catering?'
Manager:'It's similar but different. 'Self-catering' is where the room has a kitchen in it where the guests can cook their own meals or food. None of our rooms have a kitchen inside of them, so we don't offer 'self-catering'.'
New Employee:'Ok, I understand. I have a question. What happens if the room isn't ready when the guest arrives at the hotel?'
Manager:'If the room is being cleaned or is still occupied, then politely ask them to wait in the lounge. The lounge is the place near reception with comfortable sofas and chairs where the guests can relax, read a newspaper or have a drink.'
Manager:'If they don't want to wait and would prefer to go out of the hotel, then offer to store or keep their luggage and bags, so they can visit places without carrying them.'
Manager:'When the room is ready and the guests want to check in, then you have to take all their details, like name and address and then check their ID. Then give them the room key.'
New Employee:'And when they check out at the end of the time they are staying in the hotel?'
Manager:'When they are checking out/leaving the hotel, you need take the room key from them and give a copy of their bill. The bill is the piece of paper that shows how much money they have to pay us. After that take the money off the guest and say goodbye.'