Hospitality

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Case studies / role plays

You are working the early shift at reception. Annoyingly the night shift has left the reception desk in disarray for the third day in a row. Your first duty is to check the daily arrivals and departures, allocate rooms and prepare and distribute the arrivals list to the appropriate colleagues. You notice that a group of people with disabilities will arrive mid-morning. As you are preparing the arrivals list an overseas group of ten non-English speaking guests arrive without any accommodation voucher (their flight was early, the tour guide was not at the airport so they have hired taxis to the hotel). Register these guests. Early morning departures are now beginning. Prepare accounts and follow other guest departure procedures for the three individuals, two of who are paying by credit card and one by cash. A group is also leaving, and while their accommodation was done as a group pre-paid booking they have all incurred individual bar and restaurant charges. Another guest arrives but you have no record of the reservation and he / she is extremely angry as they are a regular customer. Complete all the necessary tasks, liaising with other colleagues where appropriate.

Complete the check-in process for a tour group at your establishment.

Explain the process for checking-out guests in your establishment to a new staff member. Highlight some of the common problems that occur at check-out and different ways of handling these situations.

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