- where payment, praise, and playful goodbyes make checkout more than routine
version 1:
version 2:
version 3:
A family goes to the front desk of a five-star hotel to check out. The receptionist greets them politely and asks if they are ready to leave. The family says that the stay is very pleasant, but it is time to go to the airport.
The receptionist asks for the room numbers and prepares the final bill. The bill shows four nights in two rooms, laundry service, and minibar charges. The total is $660. The family checks the details, agrees with the amount, and pays by credit card. The receptionist processes the payment, prints the receipt, and gives it to the family.
After the payment, the receptionist asks about the stay. The family says the rooms are comfortable, the pool is nice, and the staff are friendly and helpful. The receptionist thanks them for the feedback and promises to share it with the housekeeping and service teams.
The family asks for help with the luggage. The receptionist calls a bellboy, who comes quickly and carries the bags to the taxi. The receptionist arranges a taxi to the airport, which waits at the main entrance.
The family leaves the hotel, carrying their luggage, taking the taxi, and feeling satisfied with the service. The receptionist wishes them a safe journey and hopes they return soon.
_________________________
Vocabulary:
- Front desk – The place in a hotel where guests go to ask for help, check in, or check out.
- To check out – To leave a hotel and pay for your stay.
- A receptionist – A person at the front desk who helps guests with rooms, questions, and payments.
- To greet politely – To say hello in a kind and respectful way.
- Pleasant – Something that is nice, comfortable, or enjoyable.
- To prepare the bill – To make a list of all costs a guest must pay for their stay.
- Laundry service – A service in a hotel that washes clothes for guests.
- A charge (hotel) – An amount of money that a guest must pay for something, like a room, service, or item.
- To check the details – To look carefully at all the information to make sure it is correct.
- To agree with an amount – To say that the total cost is correct and acceptable.
- To process a payment – To take money or a credit card and make sure the payment works.
- To print a receipt – To make a paper that shows the payment and the amount paid.
- Feedback – A comment or opinion about how good or bad a service is.
- To promise – To say that you will do something.
- To share – To give information to other people.
- Housekeeping – The hotel staff who clean rooms and keep the hotel tidy.
- Luggage – Bags, suitcases, or things a guest brings to travel.
- A bellboy – A hotel worker who carries guests’ luggage.
- Main entrance – The front door or main way to enter the hotel.
- To feel satisfied – To feel happy and pleased with something.
- A safe journey – A wish for someone to travel without problems or danger.
##################
Multiple-choice test, one answer correct:
version 1-11:
version 12-21
- What is the front desk?
A) The place where guests go for help and check in
B) The room where guests sleep during their stay
C) The area outside with chairs for guests - What does to check out mean?
A) To arrive at the hotel and get the room key
B) To leave the hotel and pay for your stay
C) To visit the hotel restaurant or bar area - Who is a receptionist?
A) A staff member who drives guests to the airport
B) A person at the front desk who helps hotel guests
C) A worker who cleans rooms and makes beds every day - What is to greet politely?
A) To carry luggage to the guest’s room
B) To prepare drinks or food for hotel visitors
C) To say hello in a friendly and respectful way - What does pleasant mean?
A) Something that is nice, comfortable, or enjoyable
B) Something that is difficult or annoying
C) Something that is small or hard to find - What is to prepare the bill?
A) To give the guest a map or hotel information
B) To make a list of all costs a guest must pay
C) To pack all the guest’s luggage carefully for travel - What is laundry service?
A) A hotel service that washes clothes for the guests
B) A service that helps guests book trips or taxis
C) A service that brings food or drinks to rooms - What is a charge (hotel)?
A) A type of meal offered to hotel guests
B) A key or card used to open the room door
C) An amount of money a guest must pay for services - What does to check the details mean?
A) To carry luggage or items to the room
B) To look carefully to make sure all information is correct
C) To choose which room the guest prefers - What does to agree with an amount mean?
A) To greet the receptionist politely
B) To say that the total cost is correct and acceptable
C) To decide which room is suitable - What is to process a payment?
A) To take money or a card and make sure it works
B) To wash the guest’s clothes or clean the room
C) To show the guest around the hotel facilities
———end of version 1—————— - What is to print a receipt?
A) To call a taxi or arrange transport for the guest
B) To make a paper that shows the payment and amount paid
C) To write a note or letter for the hotel management - What is feedback?
A) A description of the hotel rooms and services
B) A list of all items in the guest’s luggage
C) A comment or opinion about how good a service is - What does to promise mean?
A) To say that you will do something in the future
B) To check into the hotel and get the key for the room
C) To help carry luggage to the room - What does to share mean?
A) To give information or something to other people
B) To clean the room or tidy the hotel space
C) To pay for a hotel room or service at the front desk - What is housekeeping?
A) The taxi or transport service connected to the hotel
B) The staff who clean rooms and keep the hotel tidy
C) The restaurant staff who serve food and drinks - What is luggage?
A) The key or card used to open the hotel room door
B) Chairs and tables in the hotel lobby or outside area
C) Bags, suitcases, or things a guest brings when traveling - Who is a bellboy?
A) A hotel worker who carries guests’ luggage for them
B) A guest who arrives late and asks for a key
C) A receptionist or staff member at the front desk - What is the main entrance?
A) A small window or back door for staff only
B) The area outside the pool or garden for guests
C) The front door or main way to enter the hotel building - What does to feel satisfied mean?
A) To feel happy and pleased with something that happens
B) To make a receipt or record of a payment done
C) To carry or move luggage from one place to another - What is a safe journey?
A) A hotel service for washing clothes or linens
B) A type of breakfast or meal offered to hotel guests
C) A wish for someone to travel without problems or danger
Answers:
- A, 2. B, 3. B, 4. C, 5. A, 6. B,
7. A, 8. B, 9. C, 10. B, 11. A,
12. B, 13. C, 14. A, 15. A, 16. B,
17. C, 18. A, 19. C, 20. A, 21. C
______________________
Correct version:
- What is the front desk? That means: The place where guests go for help and check in
- What does to check out mean? That means: To leave the hotel and pay for your stay
- Who is a receptionist? That means: A person at the front desk who helps hotel guests
- What is to greet politely? That means: To say hello in a friendly and respectful way
- What does pleasant mean? That means: Something that is nice, comfortable, or enjoyable
- What is to prepare the bill? That means: To make a list of all costs a guest must pay
- What is laundry service? That means: A hotel service that washes clothes for the guests
- What is a charge (hotel)? That means: An amount of money a guest must pay for services
- What does to check the details mean? That means: To look carefully to make sure all information is correct
- What does to agree with an amount mean? That means: To say that the total cost is correct and acceptable
- What is to process a payment? That means: To take money or a card and make sure it works
- What is to print a receipt? That means: To make a paper that shows the payment and amount paid
- What is feedback? That means: A comment or opinion about how good a service is
- What does to promise mean? That means: To say that you will do something in the future
- What does to share mean? That means: To give information or something to other people
- What is housekeeping? That means: The staff who clean rooms and keep the hotel tidy
- What is luggage? That means: Bags, suitcases, or things a guest brings when traveling
- Who is a bellboy? That means: A hotel worker who carries guests’ luggage for them
- What is the main entrance? That means: The front door or main way to enter the hotel building
- What does to feel satisfied mean? That means: To feel happy and pleased with something that happens
- What is a safe journey? That means: A wish for someone to travel without problems or danger
##################
Gap-fill exercise
- The guest goes to the _______ to ask for directions. (A) front desk (B) luggage (C) housekeeping
- Before leaving the hotel, the family needs to _______ and pay the bill. (A) check in (B) check out (C) greet politely
- The _______ helps visitors with their rooms and keys. (A) bellboy (B) receptionist (C) taxi driver
- The staff always _______ guests politely when they arrive. (A) greet (B) charge (C) process
- The hotel room was very clean and _______. (A) pleasant (B) safe (C) heavy
- The receptionist needs time to _______ for all services used. (A) promise (B) share (C) prepare the bill
- Guests can use the hotel _______ to wash their clothes. (A) laundry service (B) main entrance (C) feedback
- The total _______ for the stay includes room and laundry. (A) luggage (B) bellboy (C) lcharge
- Always _______ the details on your bill before paying. (A) check (B) print (C) carry
- If you agree with the amount, you can _______ the payment. (A) process (B) feel (C) greet
- The hotel prints a _______ after the payment is complete. (A) room key (B) safe journey (C) receipt
- Guests give _______ to help the hotel improve its service. (A) feedback (B) luggage (C) housekeeping
- The staff _______ to deliver your bags to your room. (A) check (B) promise (C) share
- Visitors often _______ information about sightseeing with each other. (A) share (B) greet (C) check
- _______ keeps the rooms tidy and clean every day. (A) Housekeeping (B) Bellboy (C) Taxi driver
- The bellboy carries the _______ to the guest’s room. (A) charge (B) receipt (C) luggage
✅ Answers (one line, number, letter, randomized, 5 A / 5 B / 6 C)
- A, 2. B, 3. B, 4. A, 5. A,
6. C, 7. A, 8. C, 9. A, 10. B,
11. C, 12. A, 13. B, 14. A,
15. A, 16. C
___________________________
Correct version:
- The guest goes to the front desk to ask for directions.
- Before leaving the hotel, the family needs to check out and pay the bill.
- The receptionist helps visitors with their rooms and keys.
- The staff always greet guests politely when they arrive.
- The hotel room was very clean and pleasant.
- The receptionist needs time to prepare the bill for all services used.
- Guests can use the hotel laundry service to wash their clothes.
- The total charge for the stay includes the room and laundry service.
- Always check the details on your bill before paying.
- If you agree with the amount, you can process the payment.
- The hotel prints a receipt after the payment is complete.
- Guests give feedback to help the hotel improve its service.
- The staff promise to deliver your bags to your room.
- Visitors often share information about sightseeing with each other.
- Housekeeping keeps the rooms tidy and clean every day.
- The bellboy carries the luggage to the guest’s room.
##################
Match the word with its definition:
Words:
- front desk
- check out
- receptionist
- greet politely
- pleasant
- prepare the bill
- laundry service
- charge
- check the details
- process a payment
- print a receipt
- feedback
- luggage
- bellboy
Definitions:
A) A hotel service that washes guests’ clothes
B) To give money or card and complete payment
C) A paper showing the payment made
D) Bags and suitcases a guest brings
E) A place where guests get help and information
F) A person at the front desk who helps guests
G) To look carefully to make sure all information is correct
H) To say hello in a friendly and respectful way
I) The total amount a guest must pay
J) To leave the hotel and pay for your stay
K) A staff member who carries guests’ luggage
L) To make a list of all costs for a guest
M) Pleasant, nice, or enjoyable
N) A comment or opinion about service
Answers:
- E, 2. J, 3. F, 4. H, 5. M, 6. L, 7. A,
8. I, 9. G, 10. B, 11. C, 12. N, 13. D, 14. K
___________________________
Full answers:
- front desk – that means: A place where guests get help and information
- check out – that means: To leave the hotel and pay for your stay
- receptionist – that means: A person at the front desk who helps guests
- greet politely – that means: To say hello in a friendly and respectful way
- pleasant – that means: Pleasant, nice, or enjoyable
- prepare the bill – that means: To make a list of all costs for a guest
- laundry service – that means: A hotel service that washes guests’ clothes
- charge – that means: The total amount a guest must pay
- check the details – that means: To look carefully to make sure all information is correct
- process a payment – that means: To give money or card and complete payment
- print a receipt – that means: A paper showing the payment made
- feedback – that means: A comment or opinion about service
- luggage – that means: Bags and suitcases a guest brings
- bellboy – that means: A staff member who carries guests’ luggage
##################
Fill in, words below:
entrance – share – details – check out –
bellboy – processes – laundry –
feedback – safe
_______________________
A family goes to the front desk to __________. The receptionist greets politely and prepares the bill with __________ service and other charges. The family checks the __________, agrees with the total, and the receptionist __________the payment and prints a receipt. They give __________, saying the stay was pleasant and the rooms comfortable. The __________ carries the luggage to the taxi, and the receptionist arranges transport at the main __________. The family leaves, feeling satisfied, and the receptionist wishes them a __________ journey, promising to __________ the feedback with the staff.
————————————————-
Full version:
A family goes to the front desk to check out. The receptionist greets politely and prepares the bill with laundry service and other charges. The family checks the details, agrees with the total, and the receptionist processes the payment and prints a receipt. They give feedback, saying the stay was pleasant and the rooms comfortable. The bellboy carries the luggage to the taxi, and the receptionist arranges transport at the main entrance. The family leaves, feeling satisfied, and the receptionist wishes them a safe journey, promising to share the feedback with the staff.
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Dialogue when checking out #1
part 1:
part 2:
Front Desk:
Good morning, Mr. and Mrs. Smith. I hope you enjoyed your stay with us. Are you ready to check out today?
Guest:
Yes, we are checking out now. We had a very pleasant stay, but it’s time for us to leave for the airport.
Front Desk:
Of course. May I please have your room numbers so that I can prepare the bill?
Guest:
We stayed in rooms 502 and 503.
Front Desk:
Thank you very much. Please give me a moment while I check your account.
(types on computer, prints out invoice)
Here is your final bill. It includes four nights in two rooms, as well as the laundry service and some minibar charges. The total amount is $660. Would you like to look through the details?
Guest:
Yes, thank you. Everything looks correct to me. We would like to pay by credit card.
Front Desk:
Certainly. Please hand me your card.
(processes the payment, returns the card and receipt)
The payment was successful. Here is your receipt. Thank you very much.
Front Desk:
May I also ask, how was your stay with us? Was everything comfortable for you and your family?
Guest:
Yes, it was excellent. The rooms were clean and very comfortable, the pool area was relaxing, and the staff were always friendly and helpful. We really enjoyed our time here.
Front Desk:
I am so pleased to hear that. Your feedback is very important to us, and I will share your kind words with the housekeeping and service teams.
Guest:
That would be nice, thank you. Could you also arrange for someone to help us with our luggage? We have quite a few bags.
Front Desk:
Of course, I will call the bellboy to assist you right away.
(picks up phone) Bell service, please come to the front desk to assist the Smith family with their luggage from rooms 502 and 503.
Front Desk:
Would you also like me to arrange a taxi to the airport?
Guest:
Yes, that would be very helpful. We need to be at the airport soon.
——————end part 1—————
Front Desk:
No problem at all. I will order a taxi for you now. It will be waiting outside the main entrance in just a few minutes.
Bellboy:
Good morning, sir and madam. I will take your luggage and bring it to the taxi for you.
Front Desk:
Everything is ready for your departure. Thank you very much for choosing our hotel. We wish you a safe trip to the airport and a pleasant flight. We hope to welcome you back again in the future.
Guest:
Thank you very much for the excellent service. We really enjoyed our stay. Goodbye.
Front Desk:
It was our pleasure. Goodbye, and have a wonderful journey.
#######################
Perfect hotel checkout: Step-by-step guide
1. Greet Guests
- Greet politely as guests approach the front desk
- Use a friendly, welcoming tone
2. Verify Guest Details
- Ask for room numbers
- Check the details of the stay, including nights, rooms, and services
3. Prepare the Bill
- Include laundry service, minibar, or other charges
- Present the total clearly
4. Confirm and Process Payment
- Ensure guests agree with the amount
- Process a payment via credit card or cash
- Print a receipt for the guest
5. Collect Feedback
- Ask for feedback on their stay
- Promise to share comments with housekeeping or other staff
6. Handle Luggage and Departure
- Call the bellboy to carry luggage
- Arrange taxi or transport at the main entrance
7. Final Goodbye
- Wish guests a safe journey
- Leave them feeling satisfied
#######################
Checkout – abstract dialogue
1. Greeting / Opening
- Front Desk → good morning / welcome back / ready to check out?
- Guest → yes / time to leave / going to airport
2. Room & Bill
- Front Desk → room number?
- Guest → 502 + 503
- Front Desk → bill: 4 nights / laundry / minibar → total $660
- Guest → check details / confirm correct / pay by credit card
- Front Desk → process payment / receipt / thank you
3. Feedback / Experience
- Front Desk → how was your stay? / comfortable?
- Guest → excellent / rooms comfortable / staff friendly / pool nice
- Front Desk → thank you / feedback / will tell housekeeping & service
4. Luggage Support
- Guest → need help with luggage / many bags
- Front Desk → call bellboy / assist from 502 + 503
- Bellboy → greeting / carry bags / take to taxi
5. Taxi to Airport
- Front Desk → need taxi?
- Guest → yes please / airport now
- Front Desk → arrange taxi / main entrance / 5 minutes
6. Farewell
- Front Desk → everything ready / thank you for staying / safe journey
- Guest → thank you / excellent service / goodbye
- Front Desk → goodbye / pleasant flight
_______________
Keywords for role play:
check out – bill – credit card – receipt –
feedback – luggage – bellboy –
taxi – airport – safe journey –
pleasant flight.
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Dialogue when checking out #2
The family approaches the front desk with their suitcases. The receptionist looks up and greets politely.
Receptionist: Welcome! Are you ready to check out today?
Guest: Yes, our stay was very pleasant, but it is time to leave.
The receptionist asks for the room numbers and starts to prepare the bill. The bill lists four nights, two rooms, laundry service, and minibar charges.
Receptionist: Here is the total, $660. Could you please check the details?
Guest: Yes, everything looks correct.
The family hands over their credit card. The receptionist processes the payment, prints a receipt, and hands it to the guests.
Receptionist: Thank you! How was your stay?
Guest: The rooms were comfortable, the pool was pleasant, and the staff was very helpful.
Receptionist: Thank you for your feedback. I will share it with housekeeping and the service team.
The family asks for help with their luggage. The receptionist calls a bellboy, who arrives quickly and carries the bags to the taxi waiting at the main entrance.
Receptionist: Have a safe journey! We hope to see you again soon.
The family loads their luggage into the taxi and leaves the hotel feeling satisfied.
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Dialogue when checking out #3 – gone wrong
The family approaches the front desk, pulling their luggage. The receptionist looks distracted and barely greets politely.
Receptionist: Oh… hi… you’re checking out?
Guest: Yes, we had a room for four nights. Here are our room numbers.
The receptionist slowly prepares the bill, but forgets to include the laundry service.
Receptionist: Umm… your total is $600.
Guest: Wait, I think the laundry should be added. Can you check the details?
The receptionist fumbles with the computer, looking annoyed.
Receptionist: Okay… yeah, it’s $660 now. Can you pay?
The family gives their card, but the payment is slow to process. The receipt isn’t printed immediately.
Guest: Could you print a receipt for us?
Receptionist: Sure, give me a minute.
The family gives some feedback, but the receptionist doesn’t take notes or promise to share it.
Guest: Can someone help with the luggage?
Receptionist: Uh… bellboy… maybe.
The bellboy arrives late, and the taxi isn’t waiting at the main entrance. The family finally leaves feeling frustrated, carrying their luggage themselves.
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Perfect vs. Not-So-Perfect Hotel Checkout
| Step | Perfect Checkout | Not-So-Perfect Checkout |
|---|---|---|
| Greeting | Receptionist greets politely and smiles. | Receptionist looks distracted, barely greets politely. |
| Verification | Asks for room numbers and confirms all services. | Fumbles with room numbers, misses some charges. |
| Bill Preparation | Prepares the bill clearly with laundry service and other charges. | Forgets to include some charges, bill is unclear. |
| Checking Details | Guest checks the details, agrees with the total. | Guest notices missing items; receptionist struggles to check the details. |
| Payment | Processes payment quickly and prints a receipt. | Payment slow, receipt delayed or missing. |
| Feedback | Asks for feedback; promises to share it with housekeeping. | Ignores feedback, does not promise to share. |
| Luggage Handling | Bellboy arrives promptly and carries luggage. | Bellboy late; guest carries luggage themselves. |
| Transport | Taxi ready at the main entrance. | Taxi not waiting; guests wait or find transport themselves. |
| Final Goodbye | Wishes a safe journey; guests leave feeling satisfied. | Minimal farewell; guests leave frustrated. |
