ENGLISH FOR HOTEL
Different jobs in a hotel
CONTENT
Every guest wants to know what to expect during their stay at a hotel. The hotel facilities are the most important factor of how a hotel is rated and how guests choose the place that they want to spend their holiday.
24 hours room service
Valet service
(dry clean, laundry)
In house doctor
Business center
Massage, sauna, spa
Swimming pool
Fitness center
Morning call service
Post office
Bank office
(money exchange)
UNIT 3: HOTEL FACILITIES
Night club and discotheque
Banquet facilities
UNIT 3: HOTEL FACILITIES
Outdoor tennis
Mini golf
Conference room
Fitness center
Hotel services
Unit 2: Reception�
USEFUL EXPRESSIONS
RECEIVING GUEST
Who's the Speaker?
Read the statements on the left.
Then decide if the speaker
is the guest(G)
or the front desk clerk (F).
G
F
G
F
F
G
F
Unit 3: Amenities
Room Types
A bellhop approaches" a guest after he checks in.
B: Bellhop G: Guest
B: Good afternoon, Mr. Chen. Welcome to the Lotus Hotel. Is this your baggage?
G: Yes, that's my stuff."
B: Certainly, please follow me. I'll take you to your room now.
G: Thank you.
B: My name is Jacky. It's my pleasure" to serve you. If you have any questions, please feel free to ask. After you, Mr. Chen.
G: Thank you.
B: This way, please. Here's your room, 1246. (Jacky opens the door.) Where should I put your baggage, Mr. Chen?
G: Just put it on the bed.
B: Certainly, Mr. Chen. May I introduce the guest room facilities now?
G: Go ahead':
B: The minibar is right over there, beside the TV. The remote control is on the TV. The bedside console enables" you to control the radio and the lights. There is an electric razor outlet
in the bathroom, if you need it.
G: (Looks in the closet) Is there any way I can get some more hangers?"
B: Of course. Just dial 11 for House keepinq."
G: Dial 11? OK, I've got it.
B: And there is a hotel brochure? on the dresser. It includes a complete 10 list of services and
phone numbers.
G: Thank you for the information. I appreciate" it.
B: You are welcome, Mr. Chen.
Useful Expressions
Point out the room amenities
Role Play
Practice asking and answering questions about hotel room amenities.
A full bath, satellite TV, direct dialing, a bedside console, air-conditioning, Internet access, pay-per-view movies, a double bed
Examples:
A: Do you have both a bathtub and a shower in the bathroom?
B: Yes, we do. Our bathrooms are quite spacious too.
A: Is there satellite TV in the room?
B: Yes. Guests can choose from over 80 channels.
A: Does the room include a phone that has direct dialing?
B: I'm afraid not. But if you call the Switchboard, an
operator will be happy to assist you.
The bellhop introduces in-room facilities to a guest.
G: Guest B: Bellhop
G: Could you briefly run over* the facilities in the room?
B: Certainly, Ms. Wu. This room is equipped' with high-speed Internet access, an all-weather' temperature control system, a 29-inch wide-screen TV, and a voice message system.
G: Do you have direct dial service? I have to make a lot of calls, so I don't want to bother the operator" all the time.*
B: Yes, there's an international direct dial telephone in your room. We'll also give you a private" phone number.
G: Good. (Looking up) What's that on the ceiling?
B: It's a cigarette-detecting device. We have one in every nonsmoking room.
G: A cigarette-detecting device? How does it work?
B: It will sprinkle" water automatically" when it detects smoke and heat.
G: OK, I see. There must be something special about this bed. It looks luxurious.
B: It is indeed. We give our guests only the best-quality mattresses“ and comforters." We also use 400-thread-count+ sheets."
G: The beddinq" sounds comfortable. I can't wait to go to sleep.
B: I hope you enjoy your stay at our hotel, Ms. Wu.
G: I'm sure I will.
The bellhop shows Mr. Shaw around his room.
G: Guest B: Bellhop
G: Could you tell me more about the facilities in this room?
B: Certainly, Mr. Shaw. The executive suite comes with state-of the- art" business equipment, including a fax machine and a color laser printer.'
G: Am I able to video conference" through this room?
B: Yes. A screen, projector.' whiteboard, and other audiovisual“ equipment can be provided if you need them. We also have conference rooms. I can book one for you.
G: That sounds good. Look at this view. I can see the river from here!
B: Yes, the view from the room is particularly' good.
G: Oh, is there a full bathroom?
B: I was just going to mention that. The bathroom has both a separate" bathtub and an enclosed" shower area.
G: Is that a wet bar' over there?
B: Yes, it is. lts fully stocked' too. (Mr. Shaw sits down.) You're sitting on a sofa sleeper,· Mr. Shaw. It pulls out.
G: Everything's perfect! Thank you.
B: It's my pleasure. Let me know if you need anything.
Unit 4: Request for Services
1. hanger
2. clothes brush
3. dental floss ]
4. sewing kit
5. comb
6. hair dryer
7. slippers
8. iron
9. ironing board
10. comforter
11.blanket
12. pillow
13. bathrobe
14. toilet paper
15. razor
16. towels
17. toothpaste
18. soap
SCENE I
A guest calls Housekeeping to make a request.
H: Housekeeper G: Guest
H: Good morning. Housekeeping. This is Sally. How may I help you, Ms. Weeks?
G: Well, I'd like to have an extra' pillow. Could you also bring me
a tube" of toothpaste and more clean towels?
H: Certainly.
G: And the toilet paper is running out.*
H: I'll have someone bring up those things right away. Is there anything else we can do for you?
G: No, that's everything. Sorry if it's an inconvenience."
H: It's no inconvenience at all.
G: OK, thank you.
H: You're welcome. Good-bye, Ms. Weeks.
SCENE II .
A guest calls the Front Desk to request a wake-up call.'
F: Front Desk Clerk G: Guest
F: Good morning. Front Desk. How may I assist you?
G: This is Mr. Pullman in Room 1110. Could I have another fruit basket sent to my room tonight?
F: Of course, Mr. Pullman. We'll deliver" one to your suite"
before 7:00 p.m. Would that be satisfactory?"
G: That sounds good. And I'd like to get a wake-up call tomorrow morning at half past six, please.
F: Certainly, Mr. Pullman. Is there anything else I can do for you?
G: No, thank you.
F: I'll arrange" for your 6:30 a.m. wake-up call. Have a nice evening.
G: You too.
Unit 5: Handling complaints
Common Complaints
Hotel Clerk:
We're so sorry. If it's OK with you, we'll upgrade you to a suite, with no additional charge.
Hotel Clerk:
We apologize for the inconvenience this causes, We'll get on it right away.
My laundry hasn't been sent
back yet
Hotel Clerk:
I'm the only one at the Front Desk right now, but I'll have it taken care
of as soon as possible.
SCENE I
A guest complains" about his room.
H: Housekeeper G: Guest
H: Good morning. Housekeeping. What can I do for you, Mr. Wagner?
G: I've heard that the facilities of your hotel are first-rate," but my room is not as nice as I expected.
H: What seems to be the problem, Mr. Wagner?
G: Well, the desk lamp is broken. And it's so hot in here. Doesn't this room have climate control?"
H: I'm very sorry, Mr. Wagner. It's Room 842, right?
G: Yes, it's Bart Wagner, Room 842.
H: Certainly, Mr. Wagner. I'll send someone up immediately' to fix the desk lamp. As for* the room temperature," it's usually set" at 24 degrees Celsius.' If you feel hot, you can use the control panel' to reset it. The control panel is next to the bathroom light switch."
G: Oh, alright.
SCENE II
A guest complains about the air conditioner in her room.
H: Housekeeper G: Guest
H: Good evening. Housekeeping. How may I help you today?
G: Can you do something about the air conditioner? It's making a strange noise.
H: I'm so sorry, ma'am. I'll ask a maintenance" worker to check it right away. Is your room number 1124?
G: Yes, it's 1124.
(Hours later)
G: The air conditioner is making a funny noise again, so I can't fall asleep.* Please do something. I really need to get some shuteye.
H: I'm terribly sorry, ma'am. If you'd like, we can move you to Room 1126. It's the room right next to yours.
G: Well, it's a bit inconvenient. But as long as* there's nothing wrong with that air conditioner, I'll move.
USEFUL EXPRESSIONS
RESPONDING TO GUEST COMPLAINTS
THE WAYS TO APOLOGIZE GUESTS
Choose the correct answer
Which hotel department would you make each of the following complaints to?
Department:
Complaint:
___1. My room wasn't made up this morning.
__ 2. I didn't get my wake-up call.
__ 3. My hamburger is cold.
_ 4. The bill for my room is incorrect.
__ 5. The light bulb is burned out.
Could you get someone to change it?
__ 6. I still haven't gotten my shirt back.
D
A
E
A
C
D
Unit 6: Check out
SCENE I
A guest walks up to the Front Desk.
G: Guest F: Front Desk Clerk
G: I'd like to check out. Could I have the bill,1 please?
F: Yes, sir. May I ask your room number?
G: It's Room 832.
F: Mr. Henley?
G: Yes. What's the total?"
F: It comes to' NT$3,580. Mr. Henley, here's an itemized list: your suite, room service, outside calls, and the minibar. Please double-check' to see if there are any errors.'
G: It looks fine to me.
F: Very well. How would you like to pay, Mr. Henley?
G: I'm paying in cash. Here you are.
F: Thank you, Mr. Henley. Out of NT$4,000. (A moment later). Here's your chanqe," NT$420.
G: Thank you.
Checking if something Is Right
Match the following statements in the left column with the appropriate responses from the right column.
UNIT 3: HOTEL FACILITIES