Page 185 - English for Front Office

4. How can technology, such as online check-out and
keyless entry systems, impact and improve the check-out
experience for guests?

Student B

1. What is the role of the front desk staff in ensuring a
smooth check-out process, and what customer service
skills are essential in this context?
2. How can a hotel or accommodation establishment
encourage post-check-out feedback and reviews from
guests?
3. What is the procedure for handling billing discrepancies
or disputes during the check-out process?
4. How does the check-out process in the hotel industry
differ from check-out processes in other sectors, such as
vacation rentals or hostels?

Task 6

Study the following conversation

❖ Conversation on Handling Check-Out

Staff : Good morning. How may I assist you?

Guest : I would like to check out now.

Staff : Alright, may I know your room number?

Guest : Hmm… My room is D 01.

Staff : May I have your room key, please?

Guest : Sure. Here is my room key.

Staff : Alright, D 01 with Ms. Karina. Is that right?

Guest : Yes, perfectly right.