CHECKING OUT

Chapter 5
- Dealing with Guest’s Checking Out
- Dealing with Guest’s Request for
Delayed Checking Out
- Dealing with Money Matters
- Focus on Language
- Useful Expressions
- Grammar

FIRST ENGLISH
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 1. D e a l i g w i t h G u e s t ’ s C h e c i k n g O u t

Task 1.1
Directions: Read this passage and decide if the following statements are True (T) or False (F)
Clerk: Good morning. What can I do for you?
Guest: I’d like to check out of my room. Here is the key. It’s room number 405. Clark: Did you
take anything from the minibar?
Guest: Yes, I had two bottles of mineral water. I also ordered room service once. Clerk: Your
three-night total comes to $400.
Are you paying by cash or credit card?
Guest: Credit card, please. Here you are. By the way, can you call a taxi to the airport for me?
Clark: Of course. I’ll do that straight away.
……………………………….
Clerk: Please sign on the dotted line. Guest: Alright Is it OK?
Clerk: That’s all right, sir. Have a nice trip. Guest: Thank you.

1. The guest wants to check out from room 405.

2. He calls the front desk to check out.
3. He doesn’t take anything from the minibar.
4. The room costs $400 per night.
5. The hotel driver will take him to the airport.

Task 1.2
Directions: Complete the conversations with words in the box.

put service charge sign added altogether

Guest: I asked earlier for my bill to be prepared. How much will it be? Clerk: Yes, Mr. Baker.
It’s $520 (1) .
Guest: I thought it was less than that.
Clerk: Well, Mr. Baker, we (2) a seven-percent room tax and a ten-percent (3) .
Guest: Oh, I see. Could I (4) it on my credit card? Clerk: Certainly. Could you (5)
here, please?
Guest: Sure. Here it is.
Clerk: Thank you, Mr. Baker. See you next time. Goodbye

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 2. D e a l i n g w i t h G u e s t ’ s R e q u e s t i n g f o r
Delayed Checikng Out

Task 2.1
Directions: A guest requests for delayed check-out. Complete the conversation and
then listen again to check your answers.

accommodate delay possible extra charge welcome by

Receptionist: Front Desk. Good morning.

Guest: Hi, I’m in Room 901. We are checking out today.
But do I have to check out (1) noon?
Receptionist: Yes, sir.
Guest: Well, our flight is at 10.00 p.m. and I’d like to (2) checking out until 8.00 p.m. Is that
(3)_ ?
Receptionist: Could you wait for a moment?
I’ll check to see if we can (4) you.
………………….. Receptionist: Mr. Johnson? Guest: Yes?
Receptionist: I’m pleased to tell you that it’s possible for you to check out at eight o’clock this
evening without (5) .
Guest: Oh, that’s very kind of you.
Receptionist: You’re very (6) , Mr. Johnson. Have a nice day.

Task 2.2
Directions: Listen to the conversation and decide if the following statements are True (T) or False
(F).

Receptionist: Good morning. Front Desk. May I help you? Guest: Hello. I’m Amelia Jensen in
Room 1025.
I’m supposed to check out today. But I’d like to delay checking out until 4.00 p.m.
Receptionist: I understand, Ms. Jensen. Please hold on while I check to see if that’s possible.
………………………… Receptionist: Ms. Jensen?
Guest: Yes?
Receptionist: I’m sorry. The hotel is fully booked for this evening and we are expecting guests
for your room.
Guest: Oh….Can’t you put the new guests in another room? Receptionist: I’m sorry, Ms. Jensen.
All the other rooms are taken.

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If you really need to stay on, we’ll have to charge a 50 percent surcharge.
Guest: Well, I guess I’ll check out at noon. Is it possible for me to leave my bags here and come
back for them later?
Receptionist: Yes, of course. When you check out, you can leave them with Concierge.
Guest: OK, thanks. I’ll do that.

1. Ms. Jensen is going to check out tomorrow.

2. She wants to check out at noon.
3. Ms. Jensen can’t delay her check-out.
4. Ms. Jensen will leave her bags with Front Desk.
5. Ms. Jensen will come back for her back at 4.00 p.m.

3. D e a l i n g w i t h M o n e y M a t t e r
Task 3.1
Directions: Read this passage and fill in the blank with missing words.

In most first class hotels, guests commonly pay their hotel bill by an internationally accepted credit
card such as Visa, JCB or Diner’s Club. Some guests will pay by traveler’s check, which is
often used by travelers in place of cash. Most hotels do not accept personal checks. Still, many
guests pay in cash either in foreign currency or in baht. Guests who have bought a package
tour may pay with a voucher issued by the tour company. Finally, a company may have informed
the hotel that they will pay for the guest’s bill. In this case, the guest will simply check out and
the bill will be sent to the company for payment.
When accepting credit cards, the hotel cashier has to make sure that the card has not expired. Also
she has to check the signature on the card. The next thing the cashier has to do is to call the credit
card company to ask for approval of the amount the hotel expects the guest to pay.

1. Most hotel guests pay for their bill by _ .

2. Examples of credit cards are and .
3. Guests may also pay by .
4. Guests with a package tour may pay with a .
5. When a guest pays by credit card, the cashier should check the expiration date and the
_of the guest on the card.

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Task 3.2
Directions: Match the currencies to the countries.

yen rupees roubles ringgits rands

pesos frances forints dollars baht

1. Thailand
2. Switzerland
3. South Africa
4. Russia
5. Mexico
6. Malaysia
7. Japan
8. India
9. Hungary
10. Canada

Task 3.3
Directions: Listen to the conversation about changing money and fill in the missing parts.
Cashier: Good morning, sir. May I help you?
Guest: I’d like to (1) a traveler’s check. Cashier: Yes, sir. And for how much?
Guest: Fifty dollars.
Cashier: May I see your passport, please? Guest: Here it is.
Cashier: Could you sign here, please?
Guest: Of course. What’s (2) are you giving? Cashier: Thirty-eight (3) the
dollar.
Guest: I see, that will be (4) baht, sir.
…………………………………… Cashier: Here you are.
Guest: Thank you. But could I have some more change?
Cashier: Shall I (5) this 500 baht into tens twenties and fifties? Guest: Yes, that will
be nice.
Cashier: Thank you, sir.

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 4. Focus on Language

Past simple
We use the past simple to talk about completed actions in the past.
Did you have breakfast this morning?
Did you make any phone calls from your room? Did you have anything from the minibar last
night? Did you sign the bills in our hotels?
I paid cash for it.
I made two calls overseas last night.
Here are the meals that you had at the hotel. That’s for the drinks you ordered from your room.
I didn’t take anything from the minibar during my stay here.

5. Useful Expressions
1. Setting the bill
A front desk clerk might ask….
How would you like to pay/settle your bill? How are you going to pay?
How are you paying? How will you be paying?
Are you paying by cash or credit card? Are you paying in/with dollars or euros?
We accept credit cards and traveler’s checks.
Are you using the same credit card you gave me when you checked in?
A guest might say……….
I’d like to pay in cash.
I’d like to pay by credit card/traveler’s check. I’m going to put it on my credit card.
I want to pay my bill with………………..
2. Checking out
How was your stay?
Please have a look at this bill.
Did you have anything from the minibar? I’ll add that/those to your bill
3. Presenting the bill and saying how much the bill is
Here’s your bill, sir. It comes to…………
It’s altogether.
The total is……………………..
The sum is………………………

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The amount is……………………
The total includes…………………….
4. Asking for a guest’s signature
Could I have your signature here, please? May I have your signature here, please? Please sign
here.
Please sign on the dotted line. Sign here, please.
I need your signature here, sir.
5. Responding to requests
I’ll see what I can do.
I’ll check to see if we can accommodate you. I’ll check to see if the room is available.
6. Rejecting a guest’s request
I’m sorry. The hotel is fully booked today. I’m sorry. The hotel is heavily booked today.
I’m sorry. We’re expecting guests for your room.
I’m sorry. We’re expecting a big group to check in this evening.
7. Method of payment
A guest might say………
I’ll pay by credit card/travel’s check/voucher. I’ll pay in cash.
I’ll pay in/with American dollars.
8. Exchange rate
A guest might ask………
What’s the exchange rate? What rate do you give?
How much do you give for a dollar?
A front desk clerk/a cashier might say….
It’s thirty-five for a dollar. It’s thirty-five to the dollar.
We give thirty-five for a dollar.
We give thirty-five to the dollar. You get thirty-five for a dollar. You get thirty-five to the dollar.
9. Leave-taking
Have a safe trip home. Have a nice day.
Have a wonderful trip and we’re looking forward to seeing you again

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 6. Role Play

Work in pairs. Try different roles in situations related to checking out. Create a conversation
between a guest and hotel staff from expressions you have learnt from this chapter adding any
necessary information. Then take it in turns.

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 ENGLISH FOR HOTEL RECEPTIONIST
Hotel Vocabulary – Day 5

Word
part of speech Meaning Example sentence

housekeeping, maid staff members that clean Put a sign on the door if
noun the rooms and linen you want housekeeping to
come in and change the
sheets on the bed.

ice machine a machine that There is an ice machine by

noun automatically makes ice the elevator on all of the
that guests can use to keep even numbered floors.
drinks cold

indoor pool place for guests to swim The heated indoor pool is

noun inside the hotel open until 10 pm.

inn another word for "hotel" There's an inn on the other
side of town that has a
noun
vacancy.

Jacuzzi, hot tub, a small hot pool for Our honeymoon room has a
whirl pool relaxation personal hot tub.
noun
king-size bed extra large bed A room with a king size
bed costs an extra ten
noun
dollars a night.

kitchenette a small fridge and cooking Your room has a

area kitchenette so you can
noun
prepare your own
breakfasts and lunches.

late charge a fee for staying past the You will be charged a ten
check-out time dollar late charge for
noun
checking out after 11 am.

linen sheets, blankets, pillow We will come in and

noun cases change the linens while
you are out of your room.

lobby large open area at the front You can stand in the lobby
of the hotel and wait for your bus.
noun
luggage cart a device on wheels that Please return the luggage
guests can push their cart to the lobby when you
noun
luggage on are finshed with it.

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