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Check-in
This communication scenario is intended for multiple
participants in the training
The first physical interaction between the client and the staff of the
accommodation facility is the client's arrival at the property. In the case of
upscale accommodations, the interaction is often carried out by the concierge
or bell staff, but the reception is generally considered the main point of contact
for guests. During the check-in process, the reservation is verified in the hotel
system, and the client is registered for their stay. Necessary information
regarding the stay and reserved services is provided to the client. The check-in
process concludes with the handover of the room key/card/access.
An integral part of the check-in is the registration of the client, which is subject
to predefined legislative requirements for the collection of personal data.
Throughout the process, active utilization of up-selling and cross-selling
techniques is also important.
The goal of the check-in process is to register the client for their stay and
maximize their satisfaction while simultaneously increasing the value of their
reservation.
Scenario Goals
 Improving the quality of communication with clients.
 Enhancing PC and PMS proficiency.
 Increasing the quality of client interactions.
 Improving upselling skills.
Main actors
 Front Office staff member.
 Guest who has a telephone request for the Front Office staff member.
Other actors
 The trainer leading the training program also provides feedback on the
progress of the educational activity.
 Other participants in the training program can evaluate the progress of
the main actors.
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Basic Scenario Settings
The Front-Office staff member is directly at the reception desk and has access
to a personal computer with a Property Management System (PMS) that
contains reservation details and information about the overall status of the
accommodation facility. They also have a telephone and other technical
equipment available at the reception. In addition to the technical equipment,
they are equipped with communication standards for interacting with clients
and internal communication within the establishment.
When a client arrives at the Front-Office with a confirmed reservation and the
need for accommodation, the staff member is ready to assist them.
Assignment for the student in the role of Front Office staff member
As a receptionist during the check-in time, you have prepared a summary of
arrivals and are aware of the status of each reservation. For selected
reservations, you have additional information that can facilitate your work and
expedite the entire process. You also have access to a comprehensive overview
of the required data and standards for check-in, up-selling, and cross-selling.
Your task is to accommodate clients with reservations whenever possible, or
alternatively, follow the procedures outlined in the sales manual for walk-ins or
clients without reservations.
Assignment for the student in the role of the client
You are a customer who arrives at the accommodation facility with a preexisting
reservation and wishes to check-in for your stay.
Possible types of clients:
 A client in a hurry.
 A client who doesn't have the necessary documents.
 A client who requests additional services beyond the reservation.
 A client who demands an upgrade or complimentary services due to
their membership in the Genius Program on Booking.com.
 A client who has completed an online check-in.
Assignment for the evaluator
Other participants in the training of front office staff focus on evaluating the
implementation of a given scenario. The evaluation is carried out on a scale
from 1 (inadequate performance) to 5 (excellent performance) in the
professional aspect of interaction and verbal expression.
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The professional aspect is evaluated in the following areas:
 Consistency with standards
 Pro-customer approach
 Promptness
 Sales performance
 Development of interaction (additional inquiries)
 Introduction and conclusion of interaction
Verbal expression
 Optimal pace
 Optimal volume
 Voice work
 Clarity
 Written expression
 Occurrence of parasitic words
The evaluation is carried out in four stages.
 Self-evaluation of the participant in the role of a front office staff
member.
 Evaluation by the participant in the role of a customer.
 Evaluation by other participants in the training program.
 Evaluation by the instructor.
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Check-in
Communication scenario for self-study
Definition of the communication scenario context
The client arrives at the accommodation facility with a valid room reservation.
During the check-in process, it is necessary to adhere to basic communication
rules and procedures that lead to maximizing guest satisfaction, registering
their stay, and increasing the value of individual reservations.
Model dialogue
A - The client enters the accommodation facility.
 "Good day, welcome to Hotel Prague. How can I assist you?" -> B
 "Good day, may I help you with anything?" -> B
 "Good day." -> B
B - "Good day, I have a reservation with you, and I would like to check-in."
 "Could I please ask for your name or the name under which the
reservation was made?" -> C1, C2, C3
 "What name is the reservation under?" -> C1, C2, C3
C1 - "The reservation is under the name Tomáš Břínek."
 "Mr. Břínek, your reservation is duly recorded in our system, and your
room is ready. Could I please ask for your ID card or passport?" -> H1,
H2, or H3
 "Mr. Břínek, your room is ready. Could I please ask for your ID card or
passport?" -> H1, H2, or H3
 "Mr. Břínek, your reservation for a double room for 3 nights is in order in
our hotel system. Could I please ask for your ID card or passport?" ->
H1, H2, or H3
C2 - "The reservation is under the name Tomáš Břínek."
 "Mr. Břínek, I couldn't find your reservation in the system for today's
date. Could I please ask for a reservation confirmation?" -> D1, D2
 "Your reservation is not in the system. Don't you have any confirmation
with you?" -> D1, D2
 "Mr. Břínek, I couldn't find your reservation in the hotel system.
Unfortunately, I won't be able to accommodate you." - X
C3 - "The reservation is under the name Tomáš Břínek."
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 "Mr. Břínek, we have your reservation recorded for a different date.
However, may I check if we have another available room for you? Would
that be acceptable to you?" -> E, F, or G
 "Mr. Břínek, I couldn't find your reservation in the hotel system for
today's date. Unfortunately, I won't be able to accommodate you." - X
D1 - "Wait, I'll show you the confirmation. Here it is, see?"
 "Thank you, Mr. Břínek, for presenting the reservation confirmation.
Unfortunately, we didn't register your reservation in our system. May I
ask for your patience while I verify the availability of the services you
requested?" -> E, F, or G
D2 - "Wait, I'll show you the confirmation. Here it is, see?"
 "Mr. Novák, your reservation is unfortunately for a different date than
today. However, may I check if we have another available room for you?
Would that be acceptable to you?" -> E, F, or G
 "Mr. Novák, your reservation is for a different date. I cannot
accommodate you." - X
E - "Alright, I'll wait then."
 "Mr. Břínek, I sincerely apologize for the slight delay in processing your
reservation. I have a double room prepared for you. May I ask for your
identification document for registration?" -> H1, H2, or H3
 "Mr. Břínek, I sincerely apologize for the slight delay in processing your
reservation. I have a double room prepared for you. I would like to offer
you an upgrade to an executive room for an additional fee of 150 CZK."
-> E1 or E2
E1 - "Thank you, but the category I have reserved will be sufficient for me."
 "Alright, may I ask for your identification document for registration?" ->
H1, H2, or H3
E2 - "Thank you for the offer, I will gladly take it."
 "Great, we will prepare an executive room for you. May I ask for your
identification document for registration?" -> H1, H2, or H3
F - "Alright, I'll wait then."
 "Mr. Břínek, I sincerely apologize for the slight delay in processing your
reservation. I have a double room prepared for you. May I ask for your
identification document for registration?" -> H1, H2, or H3
 "Mr. Břínek, I sincerely apologize for the slight delay in processing your
reservation. I have a XX room prepared for you. I would like to offer you
an upgrade to an executive room for an additional fee of 150 CZK." ->
E1 or E2
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 "Mr. Břínek, unfortunately, the room you requested is not available.
However, I can offer you an executive room at no additional charge." ->
E1
G - "Alright, I'll wait then."
 "Mr. Břínek, I apologize, but we have no available rooms." - X
 "Mr. Břínek, I apologize, but I cannot offer you any room. Unfortunately,
we are fully booked. However, I can offer you accommodation at our
partner hotel.” - X
H1 - "Certainly, here is my ID card."
 "Thank you, I will complete your registration in a few moments." -> J
 "Thank you, Mr. Břínek, I will complete your registration in a few
moments. Please bear with me." -> J
 "Thank you." -> J
H2 - "Certainly, here is my driver's license."
 "Unfortunately, I cannot accommodate you based on your driver's
license. I will need another form of identification from you, such as an ID
card or passport." -> H1 or H3
 "Thank you, I will complete your registration in a few moments." -> J
H3 - "I have already provided all the necessary information during the
reservation process. I don't understand why I should provide additional details
or my ID card."
 "Mr. Břínek, without a valid form of identification, I'm afraid I won't be
able to accommodate you in our facility." -> H1, I
 "Mr. Břínek, without your ID card, I cannot accommodate you. I will
cancel your reservation according to the applicable cancellation policy." >
X
 "Mr. Břínek, we will find a solution to this situation. We can explore
alternative ways to provide the necessary information." -> J
I - "I really won't give you my ID card. I've already told you everything."
 "Mr. Břínek, unfortunately, without a valid personal identification
document, I won't be able to accommodate you. I will cancel your
reservation according to the applicable cancellation policy." -> X
 "Mr. Břínek, we will find a solution to this situation. We can explore
alternative ways to provide the necessary information." -> J
J - "I'll wait while you enter everything into the computer."
 "Thank you, here is your ID card back. Please check your details and
sign the registration card on the bottom right." -> K
 "Mr. Břínek, here is your ID card back. Please check your details and
confirm them by signing on the bottom right." -> K
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 "Here is your ID card back. Please sign the registration card on the
bottom right." -> K
K - "Everything is in order, here are all the signed documents returned to you."
 "Thank you for confirming your details. Here is your room key." -> L
 "Thank you for confirming your details. Can I offer you any 'additional
services' or provide you with further information?" -> M
M - "No, thank you, that will be all."
 "Mr. Břínek, you will have the opportunity to avail of 'additional services'
or receive further information during your stay." -> L
 "If you need anything, please don't hesitate to contact me." -> L
L - "Thank you once again."
 "Goodbye, Mr. Břínek." -> X
 "Mr. Břínek, I wish you a pleasant stay. Feel free to approach me with
any requests. Enjoy your stay." -> X
X - "Goodbye."
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Check-in
Communication scenario for self-study results
This is a description of a model scenario for communication with a client during
their stay, followed by an evaluation using a color-coded system. The
evaluation assesses the appropriateness of the responses given by the front
office agent/receptionist in the scenario, with the following colour coding:
 GREEN indicates a suitable response to the client's request in line with
communication standards and best practices for front office work.
 ORANGE indicates responses that are acceptable from the client's
perspective but could be improved in terms of communication standards.
Choosing these responses provides an opportunity for soft skills training
to improve service quality.
 RED indicates completely inappropriate responses, requiring soft skills or
communication standards training.
 WHITE or uncoloured options indicate responses that are logical or not
specific to front office communication and are therefore neutral.
 YELLOW indicates responses that are appropriately worded but could be
further developed to include the basics of upselling or cross-selling,
representing advanced communication skills.
Model dialogue
A - The client enters the accommodation facility.
 "Good day, welcome to Hotel Prague. How can I assist you?" -> B
 "Good day, may I help you with anything?" -> B
 "Good day." -> B
B - "Good day, I have a reservation with you, and I would like to check-in."
 "Could I please ask for your name or the name under which the
reservation was made?" -> C1, C2, C3
 "What name is the reservation under?" -> C1, C2, C3
C1 - "The reservation is under the name Tomáš Břínek."
 "Mr. Břínek, your reservation is duly recorded in our system, and your
room is ready. Could I please ask for your ID card or passport?" -> H1,
H2, or H3
 "Mr. Břínek, your room is ready. Could I please ask for your ID card or
passport?" -> H1, H2, or H3
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 "Mr. Břínek, your reservation for a double room for 3 nights is in order in
our hotel system. Could I please ask for your ID card or passport?" ->
H1, H2, or H3
C2 - "The reservation is under the name Tomáš Břínek."
 "Mr. Břínek, I couldn't find your reservation in the system for today's
date. Could I please ask for a reservation confirmation?" -> D1, D2
 "Your reservation is not in the system. Don't you have any confirmation
with you?" -> D1, D2
 "Mr. Břínek, I couldn't find your reservation in the hotel system.
Unfortunately, I won't be able to accommodate you." - X
C3 - "The reservation is under the name Tomáš Břínek."
 "Mr. Břínek, we have your reservation recorded for a different date.
However, may I check if we have another available room for you? Would
that be acceptable to you?" -> E, F, or G
 "Mr. Břínek, I couldn't find your reservation in the hotel system for
today's date. Unfortunately, I won't be able to accommodate you." - X
D1 - "Wait, I'll show you the confirmation. Here it is, see?"
 "Thank you, Mr. Břínek, for presenting the reservation confirmation.
Unfortunately, we didn't register your reservation in our system. May I
ask for your patience while I verify the availability of the services you
requested?" -> E, F, or G
D2 - "Wait, I'll show you the confirmation. Here it is, see?"
 "Mr. Novák, your reservation is unfortunately for a different date than
today. However, may I check if we have another available room for you?
Would that be acceptable to you?" -> E, F, or G
 "Mr. Novák, your reservation is for a different date. I cannot
accommodate you." - X
E - "Alright, I'll wait then."
 "Mr. Břínek, I sincerely apologize for the slight delay in processing your
reservation. I have a double room prepared for you. May I ask for your
identification document for registration?" -> H1, H2, or H3
 "Mr. Břínek, I sincerely apologize for the slight delay in processing your
reservation. I have a double room prepared for you. I would like to offer
you an upgrade to an executive room for an additional fee of 150 CZK."
-> E1 or E2
E1 - "Thank you, but the category I have reserved will be sufficient for me."
 "Alright, may I ask for your identification document for registration?" ->
H1, H2, or H3
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E2 - "Thank you for the offer, I will gladly take it."
 "Great, we will prepare an executive room for you. May I ask for your
identification document for registration?" -> H1, H2, or H3
F - "Alright, I'll wait then."
 "Mr. Břínek, I sincerely apologize for the slight delay in processing your
reservation. I have a double room prepared for you. May I ask for your
identification document for registration?" -> H1, H2, or H3
 "Mr. Břínek, I sincerely apologize for the slight delay in processing your
reservation. I have a XX room prepared for you. I would like to offer you
an upgrade to an executive room for an additional fee of 150 CZK." ->
E1 or E2
 "Mr. Břínek, unfortunately, the room you requested is not available.
However, I can offer you an executive room at no additional charge." ->
E1
G - "Alright, I'll wait then."
 "Mr. Břínek, I apologize, but we have no available rooms." - X
 "Mr. Břínek, I apologize, but I cannot offer you any room. Unfortunately,
we are fully booked. However, I can offer you accommodation at our
partner hotel.” - X
H1 - "Certainly, here is my ID card."
 "Thank you, I will complete your registration in a few moments." -> J
 "Thank you, Mr. Břínek, I will complete your registration in a few
moments. Please bear with me." -> J
 "Thank you." -> J
H2 - "Certainly, here is my driver's license."
 "Unfortunately, I cannot accommodate you based on your driver's
license. I will need another form of identification from you, such as an ID
card or passport." -> H1 or H3
 "Thank you, I will complete your registration in a few moments." -> J
H3 - "I have already provided all the necessary information during the
reservation process. I don't understand why I should provide additional details
or my ID card."
 "Mr. Břínek, without a valid form of identification, I'm afraid I won't be
able to accommodate you in our facility." -> H1, I
 "Mr. Břínek, without your ID card, I cannot accommodate you. I will
cancel your reservation according to the applicable cancellation policy." >
X
 "Mr. Břínek, we will find a solution to this situation. We can explore
alternative ways to provide the necessary information." -> J
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I - "I really won't give you my ID card. I've already told you everything."
 "Mr. Břínek, unfortunately, without a valid personal identification
document, I won't be able to accommodate you. I will cancel your
reservation according to the applicable cancellation policy." -> X
 "Mr. Břínek, we will find a solution to this situation. We can explore
alternative ways to provide the necessary information." -> J
J - "I'll wait while you enter everything into the computer."
 "Thank you, here is your ID card back. Please check your details and
sign the registration card on the bottom right." -> K
 "Mr. Břínek, here is your ID card back. Please check your details and
confirm them by signing on the bottom right." -> K
 "Here is your ID card back. Please sign the registration card on the
bottom right." -> K
K - "Everything is in order, here are all the signed documents returned to you."
 "Thank you for confirming your details. Here is your room key." -> L
 "Thank you for confirming your details. Can I offer you any 'additional
services' or provide you with further information?" -> M
M - "No, thank you, that will be all."
 "Mr. Břínek, you will have the opportunity to avail of 'additional services'
or receive further information during your stay." -> L
 "If you need anything, please don't hesitate to contact me." -> L
L - "Thank you once again."
 "Goodbye, Mr. Břínek." -> X
 "Mr. Břínek, I wish you a pleasant stay. Feel free to approach me with
any requests. Enjoy your stay." -> X
X - "Goodbye."