Free sample lesson · Hospitality Service · about 40 minutes
No login needed. A real lesson in the FI format: goal, learn, example, practice with answers.
Goal
By the end of this lesson I can greet a guest professionally, complete a check-in in the right order, and handle a simple request.
1. Warm-up (5 minutes)
Think of the best welcome you ever had at a hotel, restaurant or shop. What did the staff do in the first 10 seconds?
2. Learn: the guest welcome cycle
- Acknowledge within 10 seconds – eye contact, smile, even if you are busy: “Good afternoon, I’ll be right with you.”
- Greet – “Welcome to Hotel Luntian. How may I help you?” Use the guest’s name once you know it.
- Verify – reservation name, dates, room type, ID, payment method.
- Inform – room number, breakfast time, Wi-Fi, check-out time.
- Assist – offer help with luggage; point the way to the lift.
- Close – “Enjoy your stay, Mr. Tan. Dial 0 if you need anything.”
Grooming and posture matter: clean uniform, name badge, standing straight, hands visible.
3. Worked example
Staff: Good afternoon, welcome to Hotel Luntian. Do you have a reservation?
Guest: Yes, under Maria Lopez.
Staff: Thank you, Ms. Lopez. I have a deluxe room for two nights, checking out on Thursday. May I see a valid ID, please?
…
Staff: You’re in room 512. Breakfast is from 6 to 10 am on the 2nd floor; the Wi-Fi password is on your key card sleeve. Check-out is at 12 noon. May I call someone to help with your bags?
4. Try it yourself
- How quickly should you acknowledge an arriving guest?
- Put in order: Inform, Greet, Close, Verify, Acknowledge, Assist.
- Write what you say if you are on the phone when a guest arrives.
- Name three things to tell a guest during check-in.
- A guest asks for an early check-in but the room is not ready. What can you offer?
Show answers
- Within about 10 seconds.
- Acknowledge, Greet, Verify, Inform, Assist, Close.
- Smile, make eye contact, raise a hand, and say “I’ll be with you in a moment” when you can.
- Any three: room number, breakfast time and place, Wi-Fi, check-out time, facilities.
- Store their luggage, offer a drink or the lounge, take their number and call when the room is ready.
5. Real-life practice (10 minutes)
Role-play a check-in with a family member. Record yourself on your phone and check: did you smile, use their name and cover all six steps?
6. Check your understanding
Write the six steps of the guest welcome cycle from memory.
Like this lesson? Continue with the Front Office Essentials short course or prepare for the Professional Certification in Hospitality Service. Create a free My FI account · More free lessons · Questions: [email protected]