Page 152 - English for Front Office

(Student A).

1. What customer service techniques and communication
skills should be emphasized when interacting with group
members during check-in?
2. What is the total number of guests in the group, and how
many rooms have been reserved for them?
3. Have the group's specific room and bedding preferences
been noted and accommodated in advance?
4. What information and identification should be collected
from the group leader or contact person during check-in?
5. Is there a specific check-in area or counter designated for
group arrivals to ensure efficient processing?
6. Do we need to provide any special amenities or services
to enhance the group's experience during their stay?
7. Are there any specific payment arrangements in place for
the group, such as a master bill or individual room
charges?

Student B

1. How will we handle potential changes, room swaps, or
last-minute additions to the group's reservation?
2. What measures can be taken to ensure that all group
members are informed of the hotel's policies and services
during check-in?
3. How do we handle situations where some group members
arrive earlier or later than the scheduled check-in time?
4. Are there any group-specific incentives or welcome
packages to enhance the group's stay?
5. What training and customer service standards should staff
follow when dealing with group check-ins to provide a
high level of service?