Exercise
Complete the text with the verbs on the right
Check-in and Check-out
It is the responsibility, of th? front desk to .. -    .   guests and assign rooms, Most check-ins take place in the afternoon- and early evening. The front desk is. informed about" late arrivals by the reservation department. When.the guest arrives at the hotel, the receptionist a registration form to-him. It-states the name, company, home address, "'-date of birth and method of payment. In the case of organized travcithe guest presents a voucher or a miscellaneous charges order @MCO) , :    by a tour operator. Sometimes a cash deposit or the number of guest's-credit card may by requested to   •   . Incidentals or extras, such as telephone, mdnibar, valet services,, etc. This deposit for extras; in contrast to a non-refundable room deposit, is refundable at the check-out after deducting all charges.
When the guest is registered, the receptionist .     -a guest account. Since that time, all the charges for any service and products        ■   -! by the guest are automatically posted.to this guest account. Guest accounts, sometimes also called guest.ledgers are kept together with other information about the guest in a guest folio, which the receptionist creates for each guest after the check-in,.Each night a night auditor       ., if the room; rate charges, charges for the food plan, a tax and all charges for other services and products consumed by the guest during the day were entered on the guest ledger. It is the Po.int-of-Sales System (POS) thanks to which guests can only signup for their consumption or just show their keycards during their stay. AH charges, which were not pre-paid, and are not stated in the voucher, are called extras or incidentals. They are ,  •    'by the guest at the check-out.
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Exercise 3
The following guests have different requirements. Advise them which department they should contact.
1. Mr Greer wants his car to,be parked and washed after the long journey, .
2. Mr and Mrs Vey would like to eat out. The recommended restaurant Is. very popu- ■ lar so they would like to have a booking, .
3. Mr Brown has to leave very early next morning because he should be at the airport at 7,30 a.m.
4. Ms Johnson Is very tired after a busy day. She wants to relax.
5. Mr Bell would like to have two shirts cleaned.
6. Skoda Company a.s. would like to have an annual meeting in the hotel,
7. Mr and Mrs Morrison would like to have their breakfast in their room.
8. Ms Stockwell is leaving tomorrow and wants someone to help her with the lug- . gage.
a. laundry service
b. wake-up calls-front desk
c. luggage collection-front desk
d. banqueting department
e. wellness
f. valet service
g. concierge
h. room service
Exercise 4
Match the documents with their definitions:
1. Hotel Register
2. Reservation Form
3. Daily Arrival List
4. Reservation Chart
5. ^,Room Status Board 6/ Guest Index
7. Guest History
8. Guest Ledger
a. providesa visuaVrecord of all reservations, shows the rooms reserved and unsold
b. lists all current guests in alphabetical oYder with their room numbers
c. standardizes the details of Individual bookings
d. records all previous visits of the1 guest to the hotel, it is important for the revenue management
e. ; shows all rooms by room number and floor and details of occupation f records all bookings by date of arrivals
g. records all arrivals and gives.detaUs of all current and past guests
h, records charges for all products and services a guest consumes during his stay in the hotel .