2. Hotels use a variety of documents to deal with guests. Computerized and
manual systems often have the same functions, although the names are
sometimes different.
Here is a list of records used by a typical hotel front office and their
definitions, can you match them?
a) Provides visual record of all reservations for a period and shows
1 – Hotel Register at a glance rooms reserved and those remaining to be sold.
2 – Reservation b) Lists all current guests in alphabetical order with their room
numbers and provides an additional quick point of reference in
Form or Card larger hotels
3 – Reservation c) Standardizes the details of each booking, forms the top sheet of
any documents relating to it, and enables a speedy reference to
Diary or Daily any individual case.
Arrival List
d) Records all previous visits to the hotel for any individual and
4 – Reservation contains important statistical reservation and revenue data.
Chart e) Shows all rooms by room number and floor, and gives the current
and projected status of all rooms on a particular day, with details
5 – Room Status of occupation.
Board f) Records all bookings by date of arrival and shows all arrivals for a
particular day at a glance.
6 – Guest Index
g) Records all arrivals as they occur and gives details of all current
7 – Guest History and past guests.
High Season SB page 42

3. We use question tags to ask for confirmation:
-It was Miss King, wasn’t it?
-You have an account with us, don’t you?
-But the guests haven’t stayed with us before, have they?
Your turn:
a) There isn’t a doctor in the hotel, _____________________?
b) You wanted to pay in cash, _____________________?
c) You haven’t spoken to the duty manager yet, __________________?
d) We couldn’t have a receipt for that, ______________________?
e) It’s more expensive in high season, _____________________?
f) You’re settling by credit card, ____________________?
g) We can sign the agreement today, _____________________?
h) They’re not postponing the conference, _____________________?

4. Watch the video and identify specific phrases/expressions/questions
used at a check-in

5. ‘Lodgistix’ is a computer
software company which
specializes in providing
computer software for the
hotel industry. You are going
to read part of the information
brochure about their
Reservation and Front Office
Systems.

8. http://www.elllo.org/english/Games/G044-Hotel.html