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Check-out
This communication scenario is intended for multiple
participants in the training
Check-out (guest departure) is the penultimate step in the interaction between
customers and front office employees. From the customer's perspective, it
signifies the end of thein stay, while from the front office employee's
perspective, it represents the last oportunity for direct interaction with the
client and influencing thein satisfaction. The entire scene begins with the
arrival of the guest at the reception of the accommodation facility.
ScenarioGoals
 From the customer's perspective, the goal is to settle the bill, return the
room key/card, and have a formal conclusion to their stay.
 From the front office employee's perspective, the goals are to settle the
bill, increase guest satisfaction, and address the customer for future
visits.
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.
Basic Scenario Settings
The Front-Office employeeis station directly at the reception desk and has
access to a personal computer with internet connectivity, including reservation
systems. They alsohaveaccess to a card payment terminal, a safe, and a
currency tester for verifying the autenticity of banknotes. This equipment can
be used during interaction swith customers. The reception is familiar with the
procedure for necking the room account and adheres to communication
standards.
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Modification of Model Situations
In each of the scenarios, it is also possible to choose between different options,
such as:
 The guest disputes the consumption recorded on the room account.
 The room account is missing čems that are documented on the FrontOffice
in the form of physical receipts.
 The klient does not have enough funds to cover the outstanding balance
on the hotel account.
 The payment terminal used by the accommodation facility is not
functioning.
 The klient pays with high-denomination banknotes.
 The klient is dissatisfied with the quality of the services provided.
 The klient requests a late check-out.
 The client has lost the roo mkey (card).
 The klient requests a split payment.
 The payment with a payment card is declined.
 The klient entered the wrong PIN.
Assignment for the student in the role of Front Office staff member
As a Front-Office employee during the implementation of heightened security
measures, it is important to familiarize ourselves with the standards based on
these measures and other regulations. We must ensureprecise adherence to
these standards.
When a klient expresses interest in accommodation, confront them with the
current measures and, if possible, fulfill their request. If their regest cannot be
realistically met, follow the predetermined standard procedure.
Additionally, inform the klient about the current security measures and any
operational ganges resulting from them. Pay attention to using proper and
formal Czech langure without unnecessary filler words. Communicate calmly,
express yourself clearly and understandably, and articulate properly. Address
the klient appropriately and be attentive to thein needs.
Assignment for the student in the role of the client
At the end of your stay, please approach the Front-Office desk and regest
check-out from the Front-Office staff.
Possible types of clients:
 Client with a speech impairment or unclear expression.
 Rude klient disputing items on the room bill.
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 Calm client.
 Client with lack of the money for bill payment.
 Client who lost the keys/card from the hotel room.
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.
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-out
Communication scenario for self-study
Definition of the communication scenario context
The Front Office staff is stationed at the hotel reception and has access to a PC
connected to the internet and the hotel's Property Management System (PMS),
which accurately maintains guest records and roomaccounts. Additionally,
Theky have access to other technologies such as a payment terminal, printer,
and more.
In addition to the standard equipment, the Front Office staff is equipped with
customer interaction standards. Their main goals include maximizing guest
satisfaction, settling the reservation with a zero balance up on comprehensive
payment for consumed services, gathering feedback, and potentially
encouraging the guest to return for another stay.
Model dialogue
A – The klient arrives at the reception of the accommodation facility.
 "Goodday, Mr. Novák. Howcan I assist you today?" > B2
 "Goodday." > B1
 "..." (without addressing the client) > B1
B1 – "Goodday. I wouldlike to check out of my stay."
 "May I ask for your name or room number?" > C
 "Alright, chat is your name or room number?" > C
 "What is your name?" > C
B2 – "I would like to check out of my stay."
 "Alright, Mr. Novák, may I askforyourroomkey and yourpatiencewhile I
checkyour hotel bill?" > D
C – "Pavel Novák, room 203."
 "Thankyou, Mr. Novák. May I ask for your room key and your patience
while I prepare your hotel bill?" > D
 "Thank you. I will prepare your bill. May I ask for your roomkey?" > D
D – "Certainly, here is your room key."
 "Thank you, Mr. Novák. How satisfied were you with your stay?" > E
 "Thank you, Mr. Novák. May I ask you to review your bill?" > F
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 "Thank you, Mr. Novák. Your stay in room 203, which lastex for 3
nights, was fully prepaid. Yesterday's consumption from the hotel
restaurant, amounting to 1500 CZK, has been charged to your account.
No further items are recorded on the bill. Is everything in order?" > G
 "Thank you." > F
E - "Everything went well. It was very enjoyable."
 "Mr. Novák, I'm glad to her that. In the meantime, I checker your
account. Your entire stay was already paid for. Yesterday's consumption
at the hotel restaurant, amounting to 1500 CZK, was charged to your
account. There are no other čems recorded on the account. Is that
alright?" - G
F – The klient receives a preview of thein account. "I had my entire stay
prepaid, so what's the 1500 CZK for?"
 "The mentioned 1500 CZK is your expenditure from the hotel restaurant
yesterday. Before your departure, you signed the recept for our
colleagues to transfer it to the hotel system." - G
 "The 1500 CZK is your expenditure from the hotel restaurant." - G
G - "Thank you, that's fine."
 "Can I prepare your final bill then? How would you like to pay the
mentioned 1500 CZK? By credit card, or do you prefer cash?" - H
 "I wil lprepare your bill, how will you be paying?" - J
H - "Everything is fine, I will pay by credit card."
 "Thank you. I will enter the details into the payment terminal." - J
 "Thank you, I will enter the details into the payment terminal. Please
verify the amount and place your card for contactless payment or insert
the card into the payment terminal if necessary." - J
J - "Thank you."
 „Mr. Novák, the payment went through successfully. Here is your bill
and a confirmation of the payment. Is there anything else I can do for
you?" - K
 "Mr. Novák, the payment went through successfully. Here is your bill
and a confirmation of the payment." - L
K - "Thank you, I don't need anything else."
 "We would be delighted to welcome you back to our hotel in the future.
If you make a reservation, please contact me or one of my colleagues.
We will offer you a discount off the internet prices for your stay." - L
 "We would be delighted to welcome you back to our hotel in the future."
- L
 "Alright, goodbye." – X
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L - "Thank you, goodbye."
 "Goodbye, Mr. Novák." - X
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Check-out
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 klient arrives at the reception of the accommodation facility.
 "Good day, Mr. Novák. Howcan I assist you today?" > B2
 "Good day." > B1
 "..." (without addressing the client) > B1
B1 – "Goodday. I wouldlike to check out of my stay."
 "May I ask for your name or room number?" > C
 "Alright, chat is your name or room number?" > C
 "What is your name?" > C
B2 – "I would like to check out of my stay."
 "Alright, Mr. Novák, may I ask for your room key and your patience
while I Cheb your hotel bill?" > D
C – "Pavel Novák, room 203."
 "Thank you, Mr. Novák. May I ask for your room key and your patience
while I prepare your hotel bill?" > D
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 "Than kyou. I will prepare yourbill. May I ask for your room key?" > D
D – "Certainly, here is your room key."
 "Thank you, Mr. Novák. How satisfied were you with your stay?" > E
 "Thank you, Mr. Novák. May I ask you to review your bill?" > F
 "Thank you, Mr. Novák. Your stay in room 203, which lastex for 3
nights, was fully prepaid. Yesterday's consumption from the hotel
restaurant, amounting to 1500 CZK, has been charged to your account.
No further items are recorded on the bill. Is everything in order?" > G
 "Thank you." > F
E - "Everything went well. It was very enjoyable."
 "Mr. Novák, I'm glad to her that. In the meantime, I checker your
account. Your entire stay was already paid for. Yesterday's consumption
at the hotel restaurant, amounting to 1500 CZK, was charged to your
account. There are no other čems recorded on the account. Is that
alright?" - G
F – The client receives a preview of thein account. "I had my entire stay
prepaid, so what'sthe 1500 CZK for?"
 "The mentioned 1500 CZK is your expenditure from the hotel restaurant
yesterday. Before your departure, you signed the recept for our
colleagues to transfer it to the hotel system." - G
 "The 1500 CZK is your expenditure from the hotel restaurant." - G
G - "Thank you, that's fine."
 "Can I prepare your final bill then? How would you like to pay the
mentioned 1500 CZK? By credit card, or do you prefer cash?" - H
 "I will prepare your bill, how will you be paying?" - J
H - "Everything is fine, I will pay by credit card."
 "Thank you. I will enter the details into the payment terminal." - J
 "Thank you, I will enter the details into the payment terminal. Please
verify the amount and place your card for contactless payment or insert
the card into the payment terminal if necessary." - J
J - "Thank you."
 „Mr. Novák, the payment went through successfully. Here is your bill
and a confirmation of the payment. Is there anything else I can do for
you?" - K
 "Mr. Novák, the payment went through successfully. Here is your bill
and a confirmation of the payment." – L
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K - "Thank you, I don't need anything else."
 "We would be delighted to welcome you back to our hotel in the future.
If you make a reservation, please contact me or one of my colleagues.
We will offer you a discount off the internet prices for your stay." - L
 "We would be delighted to welcome you back to our hotel in the future."
- L
 "Alright, goodbye." - X
L - "Thank you, goodbye."
 "Goodbye, Mr. Novák." - X