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Reading Description of a job As you know, a receptionist works in one of the “front offices” by the front hall or lobby of a hotel?. Here the work of the receptionist may also include t

JOBS IN A HOTEL

I Snapshot

Discuss these questions

1 What jobs are there in a hotel?

2 How many different jobs can you think of?

3 What duties does each job have? (What do people do at work?)

4 Are some jobs more popular for men? Are some jobs are more popular for

In a large hotel, the receptionist welcomes and registers the guests What about in a small hotel? Here the work of the receptionist may also include the job of advance reservations clerk, enquiry clerk, and book-keeper

The advance reservations clerk deals with reservation enquiries, of course, and with the booking and allocation of accommodation A hotel receives reservation requests

in different ways For example, telephone bookings are the most common in many hotels This is because these bookings are quick and it is possible to get full information from the customers Hotels often ask people who make reservations by telephone to confirm their bookings in writing

In many countries, reservations by telegram are less important than telex

Perhaps you have seen that a number of hotels now have computer terminals These hotels can link their reservation systems with other hotels in their group, with airline seat reservation systems and with terminals in the offices of important travel agents

If a hotel is able to accept a booking, the reservations clerk must record it The reservations clerk normally completes a reservation form and enters the information

in a reservation diary

A Read the text and answer the questions

1 In what way is the work of a receptionist different in a large hotel and a small hotel?

2 Who does the allocation of hotel bedrooms?

3 Write six ways that a hotel receives bookings? Which of these do you think is the least important?

4 When are guests asked to confirm a booking?

5 How does the reservations clerk record a

booking?

B Pair work

Take turn answering the questions

Example: What is a receptionist? > A person who / that works in reception

1 What is an enquiry clerk?

2 What is a hotel porter?

3 What is an advance reservations clerk?

9 What is a head waiter?

10 What is a travel agent?

C Group work

Hotel guests have a variety of needs Some of these are listed below Decide which member of staff should deal with each of these requirements

A guest wants:

a some drinks in his room 1 Bookings Clerk

c to stay at the hotel again 3 Duty Manager

d his shirts cleaned 4 Hall Porter

e some writing paper 5 Housekeeper

f to leave a message 6 Night Porter

g to cash a traveler’s cheque 7 Porter

h to extend her stay 8 Receptionist

i some theatre tickets 9 Room Service

j medical attention

k to hire a car

l to change her room

m to cash a personal cheque

n to deposit some valuables

o an early call

III Listening

A Answer the question

Which number in the hotel do you call for the following services? Write the numbers next to the services

a  to order a meal in your room d  to get your room cleaned

b  to get clothes dry-cleaned e  to make a long-distance call

c  to get help carrying your bag f.  to check if you have received mail

 Hotel’s Telephone number

B Listen to people making calls from their hotel rooms Who are they calling? Check () the answer

1a  valet 4a  bell captain

b  room service b  valet

2a  operator 5a.  receptionist

b  bell captain b  room service

3a  housekeeping 6a.  valet

b  room service b  housekeeping

C Listen to conversations in different parts of the hotel Where is each conversation taking place? Number the pictures as you listen

A

.

D Listen to the guests talking about their hotel rooms and fill in the blank with the missing information

1 It’s very ……I can hear the ……and noise from the ……all night

2 It’s very ……It’s quite ……, and it’s got a great ……of the park

3 It’s very ……I can’t hear a thing at ……, which is great because I’m a

6 Look at the ……of this ……And there’s Jacuzzi Come and ……it

7 It’s only $85 a night which is really ……It’s not very big but it’s comfortable enough

8 The bed is ……-very hard I can’t sleep And the air conditioner makes a horrible

…… all night long

IV Language focus

Notice how we can ask for information politely

Example :

You don’t know the name and address of a customer (tell)

➔ Could you tell me your name and address, please?

You don’t know the spelling of a customer’s name (spell)

➔ Would you spell your name, please?

You aren’t sure of the name of a company (give)

➔ Can you give me the name of your company, please?

Using could, would and can, ask questions in a similar way

1 You don’t know the telephone number of a customer (tell)

5 You don’t know the spelling of a street name (spell)

6 You are unsure of a guest’s date of departure (confirm)

V Speaking

A Study the following examples

Head receptionist: Find out Mr Smith’s full name and address

Receptionist: Mr Smith, could you tell me your full name and address, please?

Head receptionist: Find out the number in Mr Borneo’s group

Receptionist: Mr Smith, could you tell me the number in your group, please?

Now work in pairs Make more requests

B In a small hotel, a receptionist does a number of jobs in order to satisfy the

hotel’s needs and the customer’s needs For example, the receptionist will:

prepare arrival / departure lists deal with correspondence

show guests to rooms take advance bookings

deal with departures deal with guests’ problems

deal with cancellations, etc deal with inquiries

Put these jobs in what you think is their order of importance Give reasons for your choice of order

VI Writing

Write a description of your job in your hotel or a job you would like to do in a hotel in the future



HOTEL RESERVATIONS

I Listening

Listen to three dialogues For each dialog, check the card

(a or b with the correct information)

Room type: Single

Arrival date: April 1 st

Room reservations

Name: Vaughan Room type: Single Arrival date: April 6 th

Reference number: 123 456

7890

II Language focus: Look at the questions we ask when we take reservations

What’s your name, please? (It’s) Smith

When will you be arriving? (On) April 4th

For how many nights? Two nights / Until

What kind of room would you like? A single/double room with bath, please How will you be paying? By visa/Access/American Express/Cash What’s the card number, please? It’s 1234 567 890

Practice asking and answering the questions with a partner

III Word power

(credit) card number confirm reference number

reservation date single room with shower

room type address guest

cash traveler’s check method of payment

double room with bath arrival

IV Listen and practice

First, fill in the blanks with questions from the language focus Then listen to the dialog and check your answers

A I’d like to make a reservation, please

B Certainly, sir , please?

A Williamson, Bill Williamson

B ., Mr Williamson?

A July 12th.

B For ?

A Until the 14th

B So that’s two nights

A Yes, two nights

B And ?

A A single room with bath, please

B And , Mr Williamson?

A By Visa

B That’s fine .?

A It’s 0123 456 7890

B And what’s your address, please?

A It’s 1738 Lincoln Drive, Washington, D.C 26676

B OK, Mr Williamson, I can confirm your reservation That’s a single room for two

nights from July 12th

A Thank you

V Speaking

Work in pairs Use the information in the dialog to fill in the reservation form below Then try to role-play the conversation without looking at the dialog Take turns being the clerk

Try the conversation again This time use your own names, and change the other information

Room type: single with bath

Method of payment: cash traveler’s checks

Visa Access Amex card number:

Address:

CHECKING-IN

I Listening 1

Listen to the receptionist checking in a newly-arrived

guest and complete the keycard

II Language Focus

We use If to express possibility and When to show certainty In the sentences below, If and When refer to future time, but they take the present simple tense

Examples: If you want something to eat, just call room service

I’ll ask him to call you when he arrives

Practice 1: Fill in the gaps in the sentences with When or If

1 I’m going to a meeting now I’ll speak to you I return

2 I’ll stay at home it rains tomorrow

HOTEL EXCELSIOR

KARL GUSTAVSGARDEN 7 – STOCKHOLM

Name:

Room Number

Room Rate 700 Skr

Number of Nights

Departure Date

3 Mrs Parry is coming here this morning she arrives, please show her into my office

4 I will be surprised we win the match

5 you don’t like this room, I can show you another one

6 you are older, you will understand

Practice 2 Match the beginnings and ends of these sentences

1 If you want to visit India, a I will need to see some identification

2 If you wish to make an outside call b she will arrange your alarm call

3 When Mr Adam calls, c you will need a visa

4 If you ask the receptionist, d can you give him a message?

5 If you want to pay with traveler’s cheques, e dial 9, followed by the number you want

Practice 3 Complete the sentences with Will, Won’t or the Present Simple All the sentences are about the future

Example: If he (want) to pass the exam, he (have to) work hard

> If he wants to pass the exam, he will have to work hard

1 What do you want to do when you (leave) school?

2 If she (eat) that, she (be) ill)

3 I (cook) if you (wash) the dishes

4 When this program (end), I go to bed

5 If I (see) John, I (give) him your message

6 Ask Peter to come and see me when he (arrive)

7 If you (not/leave) now, you (not/catch) the train

8 He (do) it when he (have) time

II Listening 2

A What do you usually do when you check in to a hotel/ check () your answers and discuss them with a partner

 give your credit card number

 show a letter from your company or school

 fill out a registration card

 show your airline tickets

 give a confirmation number

 other :

B These guests are checking in to hotels What do they have to do? Listen and check () the answers

1 a  fill out a form 3 a  spell her name

b  show a driver’s license b  show a driver’s license

c.  show a passport c  show an airline ticket

d.  pay a deposit d  fill out a registration form

e  show a credit card e.  sign a card

2 a  give confirmation number 4 a.  show a company ID

b  show a driver’s license b  show a passport

c  show a passport c.  show a credit card

d  pay for the room in advance d  fill out a card

e  leave a deposit e  leave a deposit

C What kind of room does each guest want? Listen, fill in the blank and check the answers

1

A: Would you like a single or a …… room?

B: ………is fine, thanks

A: What ……… would you like?

B: Are there any deluxe rooms ……….? Let’s give ourselves a treat

C: Yes, let’s

A: That’ll be the double And do you ……….?

C: No, we don’t

A: Fine You’re all set Your room is …… I’ll have your …… sent up to your room

B and C: Thanks

3

A: What kind of room …… ?

B: Oh, just something simple

A: So that’s a ……… – smoking or non-smoking?

B: Non-smoking

A: Fine And the standard - not the …… ?

B: Right

4

A: Would you like a single room or a double?

B: ………… a double please The single will be too small

A: And ……… smoking or non-smoking?

B: I’m a smoker

A: And we have …… a standard or a deluxe room Which would you …… ?

B: The standard ……… thanks

Guest 1 Guest 2 Guest 3 Guest 4

1 a  At 10 p.m 4 a  No, it isn’t

b  certainly b  Yes, of course

2 a  Yes, I’ll call one for you 5 a.  Yes, you can

b  Single or double? b  In the drugstore

3 a  No, we don’t, I’m afraid 6 a.  Yes, we will

b  In an hour b  That’s not necessary



HOTEL FACILITIES

I Snapshot: Discuss these questions

1 Why do people stay at hotels?

2 What facilities can a hotel have?

3 What services can a hotel offer its guests?

4 Do you think facilities are the same as services?

II Word power:

cove fitness centre Jacuzzi mini-bar patio sports complex

III Reading: Read about the two hotels

1 The Oriental in Bangkok is consistently named as one of the top three hotels in

the world Its 394 rooms are spacious and tastefully decorated All have private bathroom, air-conditioning, hair-drier, TV with in-house movies, and mini-bar Guests have a choice of seven restaurants including the “Normandie Grill” for French cuisine, the Lord Jim” for seafood, and the “Sala Rim Nam”, which serves exotic Thai cuisine

sauna, a jogging track, and a fitness centre There is entertainment most evenings, including a regular disco

2 The informal Agao Beach Club Hotel is the perfect place for a “get-a –way-it-all”

holiday It is hidden in a coconut grove on the beautiful Dalguete coastline in the Philippines The white coral beach stretches for 2 km and the hotel’s three coves have crystal-clear waters, rich in tropical marine life

The hotel restaurant overlooks the sea and offers both native seafood specialties and a high standard of international cuisine The hotel’s 135 rooms are simply furnished with separate shower and WC, air-conditioning, and patio A full range of water sports is available There are also tennis courts, a games room, a sauna, and

a Jacuzzi There is local entertainment with occasional floor shows, and a disco

Group work:

1 Name all the hotel facilities and services into two lists

2 Which hotel would you like to stay in? Why?

IV Listening

A Lotus Tours are thinking of including the Golden sands Hotel in their list of

Turkish hotels Listen to the Lotus representative talking to the hotel’s general manager There are many mistakes in the conversion Listen and correct

Lotus rep: So you’ve got a swimming pool and a hotel Any other facilities?

General Manager: Yes But we’re going to try to negotiate a deal with the water

sports club so that our guests cannot use their facilities And we’re also going to build a poolside bar in the winter

Lotus rep: Bad idea Now, let me see…You’ve got 1200 rooms altogether, is that

right?

General Manager: Yes At the moment there are 120 rooms plus three suites,

each with its own Jacuzzi and private bar Our twins and doubles are divided into two categories There are some with balcony and mountain view, and then there are a number of rooms with garden

Lotus rep: What about family?

General Manager: We have seven family rooms At the end of this winter we’re

going to start building an extension with thirteen deluxe doubles

Lotus rep: Mmm I see Are all the current rooms en suite?