ENGLISH FOR HOTEL SERVICE

CHAPTER I BOOKING ROOM ENGLISH FOR HOTEL SERVICE Nguyeãn Ngoïc Syõ CHAPTER I BOOKING ROOM UNIT 1 BOOKING ROOM THROUGH TELEPHONE CONVERSATION R Room reservation G Guest R Good afternoon Room reservati.

ENGLISH FOR HOTEL SERVICE Nguyễn Ngọc Sỹ CHAPTER I: BOOKING ROOM UNIT 1: BOOKING ROOM THROUGH TELEPHONE  CONVERSATION: R: Room reservation G: Guest R: Good afternoon! Room reservation May I help you? G: Yes, I’d like to make a reservation R: Thank you, sir For which date? G: From September 1st R: For how many days? G: For two days R: How many people will there be? G: Two, my wife and I R: Which kind of room would you prefer, sir? G: A double room, please R: Would you please hold for a while? I’ll check our room availability (Checking) Thanks for your waiting The room is available G: What’s the room rate for a double room per day? R: It depends on which kind of room, sir We have luxurious double room and standard one Which one would you prefer? G: The standard one sounds good to me R: Sir, the room rate for standard double room per day is 150000 VND G: Is there any discount? R: I’m afraid there is no discount, because it is peak session now G: Fine I’ll take one R: May I have your name, sir? G: Yes, it’s Smith R: How you spell it, please? G: S-M-I-T-H R: Mr Smith May I have your phone number, please? G: It’s 00852-2422-2319 R: I’d like to confirm your reservation A standard double room for Mr Smith, from September 1st to September 2nd G: That’s right Good-bye R: Good-bye  VOCABULARY - Reservation (n) : đặt chổ, đặt phòng Ex: - My secretary has made all the reservations for my journey - To reserve = to book (v) : đặt chổ, đặt phòng Ex: - My secretary has reserved all for my journey = My secretary has booked all for my journey Don’t neglect your studies if you don’t want to lose your future ENGLISH FOR HOTEL SERVICE Nguyễn Ngọc Sỹ - Date (n) : ngày tháng Ex: - What date is today? Today is September st - Day (n) : ngaøy Ex: - What day is today? Today is Monday - How many : Bao nhieâu Ex: - How many days will you be in HN? - To prefer : thích Ex: - I prefer football to volleyball - Luxurious (a) : sang trọng, xa xỉ Ex: - She lives in a luxurious house - Standard (a) : trung bình Ex: - I want to book a standard single room - Discount (n) : giảm giá, rẻ, chiết khấu Ex: - You’ll get 20% discount - We offer 10% discount for cash - Peak session : luùc cao điểm Ex: - Because it is peak session, we can’t give you any discount - To spell (v) : đánh vần Ex: - Can you spell your name? - To confirm (v) : xác nhận, chứng thực Ex: I want to confirm your statement  - SENTENCE MODELS: May I help you? What kind of room would you prefer? How you spell your name? Which date would that be? I’d like to make a reservation May I have your name? May I have your phone number? UNIT 2: RESERVING ROOM FOR A FRIEND  CONVERSATION R: Good morning This is Room Reservation May I help you? G: I’d like to reserve a room for my friend R: Thank you, sir Which date would that be? G: From October and for one week R: Which kind of room would you prefer? G: A single room, please R: Just a moment I’ll check our room availability for those days (Checking) Thank you for your waiting It’s available G: What is the room rate? R: Single room at 150000 VND and 200000 VND are available Don’t neglect your studies if you don’t want to lose your future ENGLISH FOR HOTEL SERVICE Nguyễn Ngọc Sỹ G: I’ll take the one at 200000 VND R: certainly, sir May I have the name of your friend? G: Mr Peter R: Thank you May I have your name and phone number? G: Yes, it’s 020-8766-7560 My name is Henry Wood  VOCABULARY - Assistance (n) : trợ lý, giúp đở Ex: - May I be any assistance, sir? - Please call if you require assistance - To assist (v) : giúp đở, tham gia Ex: - could you assist me to solve this problem? - Single (a) : đơn Ex: - I need a single room - Available (a) : cử dụng đựơc, rảnh rang Ex: - These tickets are available for three days only - Are you available for the party next week?  - SENTENCE MODELS We have no record of your reservation Under whose name was the reservation made? May I be any assistance? Thanks for your waiting How long you plan to stay? How many guests will there be in your group? Who made the reservation, please? UNIT 3: BOOKING ROOM FOR THE DELEGATION  CONVERSATION R: Room Reservation Good morning May I help you? G: I’d like to make a reservation Our delegation will be visiting Ho Chi Minh City at the end of this month R: Which day would that be? G: From July 25th R: How long you plan to stay? G: One week, please R: How many people are there in your delegation? G: 20 and I’d like to book ten double rooms with twin beds R: Please hold on for a while Let me check the reservation list and see if we have enough vacancy (Checking) Thanks for your waiting We can book you ten double rooms for those days G: Thank you How much is a double room per day? R: 200000 VND for a double room per day Don’t neglect your studies if you don’t want to lose your future ENGLISH FOR HOTEL SERVICE Nguyễn Ngọc Sỹ G: Is there any special rate for a group reservation? R: Yes, we offer a 15% discount G: Great I confirm the booking then R: could you fill in the form? G: Here you are Is everything done? R: Just a moment You should pay a deposit of 200000 VND G: No problem Here you are R: Thank you Please keep the receipt G: Good-bye R: Good-bye  VOCABULARY - Delegation (n) : phái đoàn, đoàn đại biểu - To delegate (v) : ủy quyền, ủy thác, giao phó - To delegate somebody to undertake a task : cử làm nhiệm cụ - How long : Ex: - How long have you been to China? - To book (v) : đặt trước Ex: - Have you booked tickets for tonight picture? - How much : bao nhieâu Ex: - How much is the pen? - to offer (v) : biếu, tặng, cung cấp Ex: - They offered a special rate for us - to deposit (v) : đặt tiền cọc, đặt xuống Ex: - We would like you to deposit a day’s rate - He deposited the notebook on the desk - Receipt (n) : biên lai, biên nhận, hóa đơn Ex: - I’ve just got a receipt for money spent  - SENTENCE MODELS How many days you wish to stay? When did you make the reservation, sir? How long will you be staying? We can confirm the booking now Sorry to have kept you waiting, sir How much is the suite? How much will that be? Don’t neglect your studies if you don’t want to lose your future ENGLISH FOR HOTEL SERVICE Nguyễn Ngọc Sỹ UNIT 4: THE ROOM IS FULLY BOOKED  CONVERSATION R: Good evening, madam What can I for you? G: Good evening I’d like to make a reservation R: Which kind of room you prefer? G: A single room R: For which date? G: February 3rd, next Friday, please R: Could you hold the line, please? I’ll check our reservation list (Checking) Thank you for your waiting I’m afraid the single room is fully booked for that day R: Can you change your reservation date? We have rooms th available on February G: No, thanks I’ll come to your city for a meeting on February rd and I’ll leave on February 4th R: We may have cancellations Could you call us again closer to the date? G: Sure, but if you have any cancellations, could you let me know as soon as possible? R: Certainly May I have your name and phone number? G: It’s Mrs Wood and the number is 00852-23435454 Thanks, goodbye R: You are welcome Good-bye  VOCABULARY - Would like : thích, muốn Ex: - Would you like to have a drink of water? - I’d like to have a cup of coffee - to cancel (v) : huûy bỏ, xóa Ex: - He cancelled his order for the car - The year-end sales meeting was cancelled  SENTENCE MODELS - I’m sorry all our rooms are fully occupied I’m afraid the hotel is fully booked for that day I’m sorry rooms facing the garden are all full I’m afraid we won’t be able to guarantee you a single room on those dates - Unfortunately, the hotel is full for this Friday - Sorry, we are fully booked - The rooms facing the sea on the top floor are fully occupied Don’t neglect your studies if you don’t want to lose your future ENGLISH FOR HOTEL SERVICE Nguyễn Ngọc Syõ UNIT 5: CHANGING THE RESERVATION  CONVERSATION R: Room Reservation May I help you? G: Yes, I’d like to change my reservation R: May I have your name? G: Susan, I made a reservation for two days from March 1st I’d like to extend it for one more day R: For days from March 1st until March 3rd G: That’s right R: Will there be any change in your room type? G: Yes, I’d forget to tell you that If possible I’d like to change the single room to a suite R: No problem We’ll extend the reservation and change the single room to suite One suite for three days, right? G: That’s right Thank you Good-bye R: You are welcome Good-bye  VOCABULARY - To forget (v) : quean Ex: - Sorry, I have forgotten his name - I’m very sorry that I forgot posting the letters for you - To extend (v) : kéo dài, mở roäng Ex: - Would you like to extend your visit for a few days? - He extended his hand to her - I’m honored to extend our warmest welcome to you - To extend something to someone : đưa cho  - SENTENCE MODELS How long you intend to stay? What kind of room would you prefer? When you want the room? Is it just for one night? For how long? Don’t neglect your studies if you don’t want to lose your future ENGLISH FOR HOTEL SERVICE Nguyễn Ngọc Sỹ UNIT 6: CANCELLING THE RESERVATION  CONVERSATION R: Room Reservation May I help you, sir? G: I’d like to cancel a reservation R: Under whose name was the reservation made? G: Peter Smith R: When did you make the reservation? G: Yesterday R: A double room for May 4th Is that right? G: That’s right R: Thank you I’ll cancel the reservation for you G: Thanks R: You are welcome  - SENTENCE MODELS If you have anything you need, just ring the Reception If you want any help, just press the button Is there a restaurant in the hotel? What time you serve meals? Could you tell me what services does your hotel offer? I’d like to know about the fitness facilities CHAPTER II: RECEPTION UNIT 1: RESERVED ROOM  CONVERSATION R: Good morning What can I for you? G: Good morning I’m Peter Wood I made a reservation yesterday R: Just a minute, Mr Wood Yes, we have a reservation A suite Is that right? G: Yes But I prefer a single room to a suite, if possible R: I’m afraid that our single rooms are fully occupied G: That’s all right G: Where is the room? R: On the 17th floor G: I’d like a spacious room, if possible R: Yes This one is spacious and I’m sure you will find it very comfortable G: Thanks I’ll take it R: Your passport, please G: Here you are R: Please fill in the registration form G: Here you are Don’t neglect your studies if you don’t want to lose your future ENGLISH FOR HOTEL SERVICE Nguyễn Ngọc Sỹ R: Thank you Will you go to the room now? G: Yes, please R: Here’s your room key, Mr Wood Would you please give the key to the reception desk when you go out? G: Yes, I will R: Your room number is 1710 The bellman will take you to your room  VOCABULARY - To occupy (v) : chiếm đóng, choán chỗ Ex: - We were informed that our capital had been occupied - Many disappointments occupy my mind - My brother occupies an important position in the board of directors - Spacious (a) : rộng rãi Ex: - The hall is so spacious that it can accommodate over 200 people - Comfortable (a) : thoải mái Ex: - I’d like to buy a comfortable chair - I feel very comfortable to stay at home - To register (v) : đăng ký, biểu lộ Ex: - Where should I register for the new company? - After hearing the news, his face registered astonishment  - SENTENCE MODELS We have a single room ready for you on the 20th floor We can offer you a suite on the 10th floor I booked a double room here for tonight We have reserved you a double room The travel agency has arranged for a single room for me My company has arranged for a suite for my family and myself Sorry, but we have a single room on the top floor UNIT 2: UNBOOKED ROOM  CONVERSATION R: Good afternoon, sir May I help you? G: Good afternoon Can I have a single room? R: Have you made a reservation? G: Not yet R: For how many days are you planning to stay? G: four, please R: Just a moment I’ll check if there are rooms available Don’t neglect your studies if you don’t want to lose your future ENGLISH FOR HOTEL SERVICE Nguyeãn Ngọc Sỹ R: There are single room at 150000 VND and 230000 VND available Which one would you prefer? G: The room at 230000 VND sounds good to me I’ll take it R: Please fill in the registration form G: Here you are Is everything done? R: Just a minute, sir Our hotel policy requires one day’s room charge for deposit to those who haven’t made a reservation G: No problem Here you are R: Thank you Here’s your receipt Please keep it Your room is 2124 on the 20th floor Here’s your key The bellman will take you to your room G: Thank you R: You are welcome Wish you a nice stay in our hotel  VOCABULARY - to stay (v) : lại Ex: - I will stay to see what will happen - They invited me to stay for supper - She decided to stay single - He always stays sober - To check (v) : kieåm tra Ex: - How could you check his statements? - I want to check out now - To sound (v) : nghe nhö Ex: - It sounds reasonable - To fill (v) : chứa đầy, điền vào, bổ nhiệm Ex: - Why the room is filled with smoke? - Please fill in the application form - Do you know who will fill the vacancy?  SENTENCE MODELS - May I see your passport, please? Have you got any other identification? Could you sign your name here? Could you fill in this form, please? Your passport, please May I have your signature? Would you please fill up the form? UNIT 3: WELCOME A GROUP OF TOURISTS  CONVERSATION A: Attendant T: Tour leader A: Good afternoon Who is the tour leader, please? Don’t neglect your studies if you don’t want to lose your future ENGLISH FOR HOTEL SERVICE Nguyễn Ngọc Syõ T: It’s me You can call me Henry A: How you do? Welcome to our hotel I’m Thuy I’d like to reconfirm the schedule for the period of your stay T: I see A: Is there any change in the number of your group? T: Yes, there are two more A: So should you have one more double room? T: Yes A: Your check-out tome is at 7:30 tomorrow morning Has there been any change in your schedule? T: Yes We’d like to change our check-out time to 8:00 tomorrow morning A: We’ll arrange a morning call at 7:00 a.m and the breakfast at 7:30 Will that be fine? G: That’s fine Thank you A: You are welcome  VOCABULARY - To call (v) : gọi, kêu Ex: - Her name is Susan, but we all call her little rabbit - Could you call me at tomorrow morning? - It seems that someone is calling - To change (v) : thay đổi Ex: - My plan will not change - Do you want to change the room? - Could you change this 50-dollar note for me? - To arrange (v) : xếp, chuẩn bị Ex: - It’s very difficult to arrange disputes among children - He’s arranging the next day’s work  SENTENCE MODELS - Here’s your key The bellman will take you to your room The lift is over there The bellman will bring up your luggage The bellman will take you up Your luggage will be sent up immediately CHAPTER III: LUGGAGE SERVICE UNIT 1: HELPING GUESTS TO BRING THE LUGGAGE TO THE RECEPTION  CONVERSATION B: Bellman G: Guest Don’t neglect your studies if you don’t want to lose your future ENGLISH FOR HOTEL SERVICE Nguyễn Ngọc Sỹ B: Good afternoon, sir Welcome to the International Hotel G: Good afternoon B: How many pieces of luggage you have in all? G: Just these two B: One suitcase and one bag Is that right? G: Yes, that’s all B: I’ll show you to the Reception This way, please G: Thanks B: I’ll show you to your room when you have completed check-in G: Fine, thanks B: You are welcome Wish you a nice stay in our hotel  VOCABULARY - How many : bao nhieâu Ex: - How many people are there in your group? - How many of them were absent? - Could you tell me how many of the windows were broken? - To show (v) : chỉ, dẫn, trình chiếu Ex: - What will be showing at the cinema tomorrow night? - I was shown into the dining-room - Reception (n) : chiêu đãi, tiếp nhận Ex: - The house has a reception room - We plan to hold a reception for the new members - The new novel had a warm reception - To wish (v) : ước, chuùc Ex: - I wish I knew what has happened - She wishes she could meet him this winter - Wish you good luck!  SENTENCE MODELS - How many pieces of luggage you have? Is there anything valuable or breakable in your suitcase? I’ll show you to the Front Desk You have one suitcase and one bag Is that right? UNIT 2: HELPING GUESTS TO BRING THE LUGGAGE INTO THE ROOM  CONVERSATION B: Good evening, sir I’ll show you to your room G: Good evening B: How many pieces of luggage you have? G: Three B: You have two suitcases and one bag Is that right? Don’t neglect your studies if you don’t want to lose your future ENGLISH FOR HOTEL SERVICE Nguyễn Ngọc Sỹ G: Yes, that’s right B: Is there anything breakable or valuable in your bag? G: Oh, yes There is a digital camera in the bag which is very expensive B: Could you carry this bag yourself, sir? I’m afraid the camera might break G: No problem It seems there are many people today B: Yes, there is a product promotion meeting held here tonight This way, please The lift is over there G: Really? Which kind of product? B: Some kinds of electronic products G: Do you know when it begins? B: Sorry, I don’t know If you want to know about it, you can ask the Inquiry G: Thank you B: Here’s you room  VOCABULARY - To break (v) : vỡ, gay, phá vỡ Ex: - The boy broke his leg - Who broke the clock? - When the factory broke, many workers were ruined - Valuable (a) : có giá trị Ex: - It’s a valuable discovery - The diamond necklace is very valuable - To seem (v) : dường Ex: - There seems to be no objections to the motion - It seems to be raining - The book seems to be very boring - To want (v) : muoán, can Ex: - The baby wants a person to look after - She wants to be a doctor - Your shirt wants washing - It wants half an hour to the meeting time  SENTENCE MODELS - May I put your suitcase here? Here is the Hoan My Hotel Would you like to open the window? Watch your step, madam Is this all your luggage? Is this all you have? Would you mind carrying this bag? May I put your luggage here? Don’t neglect your studies if you don’t want to lose your future ENGLISH FOR HOTEL SERVICE Nguyễn Ngọc Sỹ UNIT 3: AFTER CARRYING THE LUGGAGE INTO THE ROOM  CONVERSATION B: Here’s your room May I have your room key, please? G: Here you are B: Where would you like to have this luggage put? G: Just leave them here B: Here’s your key G: Could you help me to hang the suit in the closet? B: Certainly G: Thank you B: Anything else I can for you? G: Could you open the window for me? I want some fresh air B: Ok G: Is there a Hotel Guide? B: Yes It is in the desk drawer G: I see I want to write to a friend Are there stationeries? B: Yes They are also in the desk drawer G: Fine B: Anything else I can do, sir? G: Could you please close the window and open the air-conditioner? B: Ok G: Thanks B: Hope you a happy stay in our hotel  VOCABULARY - To hang (v) : treo Ex: - The lamp hanging from the ceiling is very beautiful - He was hanged from murder - To write (v) : vieát Ex: Should we write in ink? - Please write down the address in case you forget it - He is planning to write a new novel - To close (v) : đóng, chấm dứt, kết thúc Ex: Did you close all the doors and windows when you went out? - The museum will be close tomorrow - It’s time to close the discussion - To open (v) : mở, khai trương Ex: Please open the box - They plan to open a well here - Our new store will open next week - Banks don’t open on Sundays Don’t neglect your studies if you don’t want to lose your future ENGLISH FOR HOTEL SERVICE  - Nguyễn Ngọc Sỹ SENTENCE MODELS I’d like to leave it with you Could you post these letters for me? Could you bring me a bottle of boiled water? How to open the TV? Where is the control of the air-conditioner? What’s the time for room service? UNIT 4: MISDELIVERING THE LUGGAGE  CONVERSATION R: Reception G: Guest B: Bellman R: Reception What can I for you? G: Yes I’ve been waiting for my luggage to be sent up for almost half an hour Where is it? R: I’m terribly sorry to hear that May I have your name and room number, sir? G: Wood Room 1142 R: Mr Wood How many pieces of luggage you have in all? G: Two suitcases and one bag R: Could you describe them? G: The suitcases are grey and the bag is blue Both are made of leather R: Is there any name tag attached to them? G: Yes, all of them have tags R: I’ll check them for you as soon as possible Please hang the line at first and I’ll call you back soon Sorry for all the troubles brought to you R: Is that Mr Wood? This is Reception We’ve found your luggage G: Where are they? R: They are misdelivered to the other Mr Wood, who has the exactly same name as you G: I see R: Now your luggage is sent up to your room and you’ll have it within five minutes Please accept our apology for such carelessness G: That’s all right B: Bellman May I come in, sir? G: Come in B: I’m very sorry for the delay It happens to have a client of the same name with you G: That’s all right B: You have two suitcases and one bag Is that right? Don’t neglect your studies if you don’t want to lose your future ENGLISH FOR HOTEL SERVICE Nguyễn Ngọc Sỹ G: That’s right By the way, could you tell me where the business center of the hotel is? B: It’s on the first floor of the main building G: Thank you B: Anything else I can for you? G: No, thanks B: Hope you a nice stay in our hotel  VOCABULARY - To send (v) : gửi, đưa, làm cho (ai) trở thành Ex: Could you send a message for him on behalf of me? - Mary was sent to bed - The noise is sending him crazy - To describe (v) : mô tả Ex: It’s very difficult to describe my feeling - He describes him as a politician - To bring (v) : mang Ex: Please bring me a glass of water - The happy news brought tears to his eyes - They could not bring themselves to believe the death of their beloved teacher - To attach (v) : đính keøm Ex: Have you attached label to the luggage? - No blame attaches to her  SENTENCE MODELS - Where is my luggage? Could you pick up the luggage for me? May I help you with your luggage, madam? Is this everything? Please keep your tag well? Where should I collect the luggage? UNIT 5: HELPING GUESTS PICK UP THE LUGGAGE  CONVERSATION R: Reception G: Guest B: Bellman R: Reception What can I for you? G: I’m going to check out soon Could you send a bellman to pick up my luggage? R: Certainly May I have your name and room number, sir? G: Mr Wood in room 1011 R: We’ll send a bellman to your room immediately G: Thank you B: Bellman, sir May I come in? Don’t neglect your studies if you don’t want to lose your future ENGLISH FOR HOTEL SERVICE Nguyễn Ngọc Sỹ G: Come in, please B: I’ve come for your luggage G: Thank you Could you take the suitcase and the bag? B: Certainly, sir Is this all? G: Yes B: Is there anything valuable or breakable in your bag? G: No B: This is your name-tag, sir We’ll keep your luggage at the Reception Could you pick them up here? G: Ok Thanks B: You are welcome  VOCABULARY - To pick (v) : nhặt, hái, theo Ex: - Could you pick the fruit for me? - Which way you pick? - To keep (v) : giữ Ex: She asked the angry man to keep calm - What kept you from participating in the contest? - Keep the change, please  SENTENCE MODELS  Here’s your tag Could you please check that everything is here? Could you come down to pick up the luggage? Please make sure that your bags are all packed Sorry for having kept you waiting The cloakroom is open until 10 p.m UNIT 6: PICKING UP THE LUGGAGE CONVERSATION R: Receptionist G: Guest R: Good afternoon, madam May I help you? G: Good afternoon I left my luggage with you this morning R: May I have your tag, madam? G: Here you are R: Thank you, madam Please wait for a moment R: Thank you for your waiting Is this everything? G: Yes Thanks R: You are welcome  NEW WORD - To leave (v) : bỏ đi, bỏ lại, để quean Ex: When will you leave Paris? Don’t neglect your studies if you don’t want to lose your future ENGLISH FOR HOTEL SERVICE - Nguyeãn Ngọc Sỹ Could you leave the matter in my hand? Please leave word with my secretary He left the research to his assistant Did she leave anything for me? CHAPTER IV: ROOM SERVICES UNIT 1: MAKING UP THE ROOM  CONVERSATION R: Reception G: Guest R: Reception What can I for you, sir? G: Could you send someone to make up my room now? I have a very important appointment in my room at 10:00 R: Certainly, sir May I have your name and room number? G: Smith from room 2124 R: We’ll send a housemaid to your room immediately Please wait for a minute G: Thanks By the way, could you also ask her to bring me a bottle of just boiled water? R: No problem  VOCABULARY - To make up : dọn dẹp, trang điểm Ex: - Could you help me to make up the books? - Your bed still needs to be made up - It takes her more than half an hour to make up - Appointment (n) : hẹn Ex: - I have an appointment this afternoon - Could you make an appointment with the dentist for me?  - SENTENCE MODELS Housekeeping, may I come in? Our room hasn’t made up yet Your room will be ready in half an hour Could you made up my room first? I hope you’re enjoying your stay with us Don’t neglect your studies if you don’t want to lose your future