Page 124 - English for Front Office

3. How can staff ensure that the check-in process for walk-in
guests is as seamless and efficient as possible to provide a
positive first impression?
4. Do staff offer loyalty programs or incentives to encourage
walk-in guests to become repeat customers or make future
reservations?
5. How can staff strike a balance between serving walk-in
guests promptly and maintaining the quality of service for
guests with existing reservations?

Task 6

Study the following conversation

Walk-In Guest Check-In

Front Desk Good evening! How may I assist you today?
Agent
Walk-In Guest Hi, I'm in town for a conference and I need a
room for one night.
Front Desk Of course, we have some availability tonight.
Agent May I have your name, please?
Walk-In Guest Thank you, Mr. Smith. I see we have a
standard room available. Would that work for
you?
Front Desk It's John Smith.
Agent
Walk-In Guest Yes, that's fine.
Front Desk Great! Can I also have an ID and a credit card
Agent for incidentals, please?
Walk-In Guest Sure, here you go.
Front Desk Thank you, Mr. Smith. Just a moment while I
Agent process your check-in.
[After processing the check-in]
Front Desk Here's your room key, Mr. Smith. You're in
Agent room 215. Enjoy your stay!
Walk-In Guest Thank you so much!