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Unit 11 — Reception and Reservations

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This unit teaches how to handle the first guest interactions: reception and reservations.
This unit teaches how to handle the first guest interactions: reception and reservations.

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Core Training Activities

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Vocabulary Builder Activity

Students will learn the following key terms and phrases:

Block Brochure Deal with Deposit Discount Identification Inform Key-card Occupancy Off-peak Peak Pre-authorization Prior to Provide Rack rates Requirement Tariff Upgrade Upsell Vacancy
Vocabulary list
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Reading Activity: Reception and Reservations

Improve your reading comprehension and vocabulary in context with our interactive reader.

Depending on the size of the hotel, a guest's first contact will be with either reception or the reservations department. These departments will deal with the reservation from the first call through to the moment of arrival. So how does a typical reservation go? Traditionally, potential guests were sent brochures which gave information about the hotel, the facilities and of course the tariff showing…
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Reading Comprehension Activity
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Reading Comprehension Quiz

Test your understanding of the reading material with a quick comprehension quiz.

Reading Comprehension
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Multiple Choice Activity

Students will be able to select the best match between unit terms and their definitions.

Multiple Choice activity
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Listening Comprehension Activity

Students will be able to listen to short audio clips in English and then spell them correctly.

Listening Activity
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Spelling and Recognition

Students will be able to identify and spell a vocabulary term correctly given only the definition.

Spelling Activity

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Speaking Practice Activity

Master your pronunciation by recording yourself and receiving feedback from native-speaking teachers.

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The hotel was fully booked, so he had to look for another which had vacancies.
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The hotel usually tries to offer newlyweds an upgrade to their reservation, but this is not always possible.
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The reservation department work on commission, so they try to up-sell guests to better rooms.
... and more sentences to practice.
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Writing Practice Activity

Improve your formal and informal writing skills with guided essay questions and professional correction.

  • What are the advantages and disadvantages of not sending brochures, and only relying on the internet?
  • Should hotels be able to change a reservation without the guests knowledge? Why / Why not?
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Writing Activity
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