Tiếng Anh khách sạn (phần 1)

GIÁO TRÌNH TIẾNG ANH CHUYÊN NGÀNH QUẢN TRỊ KHÁCH SẠN Tiếng anh lễ tân khách sạn gồm những gì? Bên cạnh việc giao tiếp với các khách hàng Việt, mỗi lễ tân khách sạn cũng được yêu cầu phải nói được Tiếng Anh và trao đổi tốt với các khách hàng nước ngoài. Một trong số những kỹ năng cần thiết để kiểm tra khả năng giao tiếp Tiếng Anh đó chính là: sử dụng tốt các từ vựng vào các tình huống giao tiếp thích hợp. Các bạn lễ tân tương lai hãy cùng kiểm tra xem mình đã biết bao nhiêu từ trong danh sách từ vựng sau đây nhé

Book map

1

Hotel types and locations

Giving information about the hotel Hotel description

Taking hotel enquiries Choosing accommodation

Adjectives used to describe accommodation Hotel types

Speechwork: the /h/ sound

2

Hotel jobs and

departments

Daily duties Asking and answering about jobs Small talk

Reading about hospitality industry

Adverbs of frequency Language used for describing jobs Obligation/ No obligation

Hotel jobs Hotel departments Speechwork; Linking words together

3

Room types

Dealing with booking enquiries Describing accommodation in Yosemite National Park in California

Replying a letter

Asking and answering about room types

Offering an alternative Short form

Definitions for hotel room types

Language used to describe hotel rooms

Sentence building

Bedroom objects Speechwork: Saying sentences related to the topic

5

Room rates

Taking enquiries about room rates Taking the information about Atlantic Hotel

Small talk Reading about hotels in Midford Writing an answer for an email enquiring about room rates

Asking about room rates Building a conversation about room rates

Currencies and countries in the world

Explaining about room rates

Speechwork: Saying sentences related to room rates

6

Room reservations (1)

Talking about room reservation Room chart of Royal Hotel Making situational conversations about booking rooms

Useful language to take a reservation

Taking reservation procedure

Review room types Reservation form Speechwork: Saying sentences politely and clearly

7

Room reservations (2)

Listening a guest who want to change his reservation Taking guest’s information by reading the fax

Confirming/ Refusing a booking

Useful phrases to write a(an) letter/ fax/ email

Tips to write letters/ faxes

Types of correspondence hotels use to contact customers

Common abbreviations

8

Giving directions indoors

Asking and giving directions The Royal Hotel

Making a short paragraph about directions

Prepositions of direction Expressions for giving direction

Directions signs Hotel plan

9

Hotel check -in

Registration card Inquiries and answers you could hear at the same time of check-in

Asking for registration details Checking in procedure

Check –in phrases Speechwork: saying the phrases politely and clearly.

making responses to check –in problem

11

Chamber service

Servicing a room Small talk Things a housekeeper is responsible for

Making instructions to a room attendant

Have something done Making up the room procedure

Items on the room attendant’s trolley Speechwork: Saying sentences politely and clearly

Laundry items Speechwork: Saying sentences politely and clearly

Responing the guest’s requests about miscellaneous services Usage of “need”

Useful sentences for answering the guest’s requests politely

List of miscellaneous services

Speechwork: Saying sentences politely and clearly

14

Using the telephone

Handing on the phone Taking telephone messages Guide to telephone behavior Role play asking and asnwering the phone, using the diagram

Telephone language Responding the guest’s requests politely and clearly

Telephone phrases Speech work Saying the phone number

Speechwork: Saying sentences politely and clearly

15

Messages

Taking a message effectively Passing on the message when the guest return

Taking and passing on telephone messages Abbreviation used for texting messages

16

Dealing with complaints

Rules for handing complaints Respondingto complaints The Country Village Hotel Reply a letter of complaints

Structure of complaints:

Guest complain something missing; Guests require that something needs doing;

Guests talk about accident;

Guest complain that something hasn’t been done.

Adjectives used to complain

Speechwork: Saying the sentences in a sincere apologetic voice

17

Flight reservations

Small talk Flight timetable Asking and answering about flight reservation

Useful expressions Used for taking and making a flight reservations

Types of transport Speechwork: Saying sentences politely and clearly

18

Giving directions outside

Completing the giving directions Asking for and giving directions

Verbs of movement Prepositions of locations Language used for asking and giving derection

Verbs of movement Prepositions of locations Speechwork: Saying sentences

Tourist information

Small talk between a tourist information officer and a visitor Reading about Hongkong and Acapuco

Writing a short description of London

Making suggestions,giving advice

Tourist attractions Tourist activities

20

Conference facilities

Introducing the services at the Hotel Grande Bretagne, Athen and Okura garden Hotel, Shanghai Role play

Passage about Yorhside and Humbershire

enough/ too Useful language used to answering an enquiry

Conference facilities Speechwork: Saying sentences politely and clearly

21

Currency exchange

Tourguide information Role play a series of transactions

Useful phrases for currency

Methods of payment 22

Hotel check out

Checking out at Holiday Inn, Paris Small talk

Passage about guest check out

Check out procedure

I’ll

Check out phrases Speechwork: Saying sentences politely and clearly

Unit 1 HOTEL TYPES AND LOCATIONS

PRESENTATION

Choose one place where you’d most like to spend a two - week vacation.

Highlight the features of the place that you find attractive.

Work in pairs Discuss these questions:

 Which of the place would you prefer to stay at?

 What do you think is the worst thing about each place?

 What do you think is the best thing about each one?

 If you wanted to experience the atmosphere of a country and meet people, which place would be best?

3 Commercial /Business hotel

4 Airport hotel

5 Luxury / Suite hotel

6 Conference / Congress hotel

7 Guest house / Budget hotel

a It is built specially to provide service to motorists

b It is situated in a place where tourists like to stay, often near the sea.Guests may stay for a week or two, and usually book in advance

c It provides accommodation for people going to or coming from othercountries, usually only staying for one night

d It is often situated in the town center, and provides accommodation fortraveling businessmen, staying only one or two nights

e It provides facilities for large meetings and conferences, with a lecturetheatre and exhibition facilities

f It provides low-price accommodation, usually on a small scale, forholiday visitors or for long-stay guests

g It provides every facility a wealthy guest might need

2 You are working at a travel agency What type of hotel would you recommend to the following persons?

Mr Brown: I’d like to do business in your town and try to sell this new

washing machine

Mrs Jones: I’m flying from Helsinki to London in the evening and

would like to continue to Washington D.C early in the morning

Miss Roberts: I’m arranging the Annual Conference of British Hoteliers Mr., Mrs Smith and 3 children: We are going by car to Rovaniami and

would like to stop somewhere for one night

Mr and Mrs Eliot: We’d like to spend a week holiday at the seaside

2 The comments you heard were made by the people described

below Listen to the tape again and try to match the comments to the people who made them.

a A successful French research scientist who is often invited to speak at international conferences

b A retired banker from the USA

c The Sales Director of an export company in Turkey

d A travel writer for several British newspapers and magazines who also presents a television programme on holidays and travel

2 Write the sentences to describe the hotels:

1 The Golden Gate Motel is very comfortable and friendly.

2 The Trans-Pacific Restaurant

3 The Grand Continental

4 The Embassy Hotel

5 The Palma’s rooms …

6 The Excelsior Hotel

3 Mention some examples in your neighbourhood of these different hotel types:

A motel

A resort hotel

A congress hotel

A hostel

SPEECHWORK

The /h/ sound

Which word does not have the /h/ sound? Practice saying the words.

hotel hospitality hours housekeeper happy help

Find five words that does not have the / h/ sound Then practice saying them clearly

SPEAKING

1 What do you think the following people would require from a hotel?

a Intercontinental airline staff on a break between flights

b A couple on the honeymoon

c A group of four student friends travelling in their summer vacation

2 Make a note in pairs under the headings below, then compare your notes with those of another pair Discuss any differences.

a

b

c

a

b

c

3 Giving information about the hotel

Practice the conversation

Receptionist: Royal Hotel May I help you?

Guest: Yes I’m going on holiday with my family and I’d like

some information about your hotel

Receptionist: Certainly, madam What would you like to know?

Guest: First, is it near the beach?

Receptionist: Yes Our hotel is five-minute walk from the beach

Guest: Are there any facilities for a family with three young

children?

Receptionist: Yes, madam We have a beautiful playground and a

spacious game room

Guest: Very good Do I need to make a reservation?

Receptionist: Yes, madam I suppose you should This hotel is very

popular

Guest: I see Could you possibly send me some details?

Receptionist: Certainly Could you give your name and address?

Guest: OK, Mrs Wallace, 14 Station Road, London N6

Receptionist: Yes, Mrs Wallace I’ll send them for you

Guest: Thank you for your help

Receptionist: You’re welcome

4 These people are making enquiries in an information bureau Which hotel would suit each person and why? Complete the conversations and then practice with your partner.

GUEST 1

Guest: I'd like you to book me a hotel

Receptionist: Yes, sir What kind of hotel do you have in mind?

Guest: The best hotel in town My wife has never been in Vung

Tau before and I want this to be the holiday of a lifetime.Receptionist:

GUEST 2

Receptionist: Good morning, madam

Guest: Hello, I'm looking for a place to stay tonight

somewhere not too expensive just Bed and Breakfast for me and the children

Receptionist:

GUEST 3

Guest: I'm passing through on business, and I need somewhere

to stay for a few nights I'd prefer a hotel in the centre

of town

Receptionist: Yes sir - there's a hotel very near here where a lot of

businessmen stay ………… It's called

GUEST 4

Guest: Can you recommend a nice hotel where we can stay

for a week in the summer somewhere traditional

on the sea front?

Receptionist: Somewhere traditional and with a view of the sea

Guest: That's right……… you know, somewhere nice for a

week's holiday……… so that we can walk along the beach whenever we want a bit of exercise…

Receptionist:

GUEST 5

Guest: We'd like somewhere outside town…… somewhere

quiet ………… with nice places for walking

Receptionist: Mm there are some nice hotels in Vung Tau I've got

a brochure for one here It's a lovely, peaceful place It'scalled

READING

1 Read the hotel descriptions and match them to their star ratings.

one star _ ; two star _ ; three star _; four star _; five star _

2 Read the text again and underline examples of the following:

1 room facilities

2 hotel facilities

3 three adjectives used to describe hotel staff

4 five adjectives used to describe hotels

3 Look at the advertisements below

3

In this classification hotels are

typically small to medium sized and

offer more extensive facilities than at

the one-star level Guests can find

more comfortable and well-equipped

accommodation, usually with an en

suite bath / shower room and color

TV Hotel staff will offer a more

professional service than at the

one-star level

4Hotels are usually larger and provide agreater quality and range of facilitiesthan at the lower levels All bedroomshave a complete en suite bath / showerroom and offer a better standard ofcomfort and equipment, such as adirect-dial telephone, a hairdryer andtoiletries in the bathroom Roomservice is also provided and staffsrespond well to guests' needs

1

A degree of luxury is included at this level

Public areas and bedrooms are more

spacious with quality furnishings and decor

and satellite TV The en suite bathrooms are

fully equipped A variety of services is

provided, such as porter service, 24-hour

room service, laundry and dry-cleaning

Staff will have very good technical and

social skills, anticipating and responding to

guests' needs

5Hotels in this category offer practical accommodation and are probably smallwith a family atmosphere Facilities and meals are simple Some bedrooms donot have an en suite bath or shower room, although maintenance, cleanlinessand comfort need to be of an acceptable standard

2Hotels in this category provideluxury and exceptional comfort.The restaurant has a high level

of technical skill, producingdishes to the highestinternational standards Staff arewell trained in customer care andare especially attentive, efficientand courteous

Which hotel is:

an airport hotel?

a commercial hotel?

a luxury hotel?

a motel?

a tourist hotel?

GOLDEN SANDS HOTEL

The hotel for your holiday! 2

swimming pools, night club,

cabaret On the edge of San

Cristobal , overlooking the beach

WAYFARER’S LODGE

On Highway 65, 34 kilometers north of San

Cristobal – top - quality accommodation for travelers

WHISPERING PINES

Spacious 5 – star hotel with all

possible facilities for sport,

entertainment and relaxation In the

heart of the mountains,

overlooking Bear Valley

THE EXECUTIVE

In the center of Arcadia City financial district, overlooking the National Bank First – class business and conference facilities

TRANSCONTINENTAL

Only 15 minutes from Arcadia Airport ( free courtesy coach)

Friendly and effective service

WRITING

1 Look at the information below about some people who want to spend two days in London Study the map and hotel advertisements and decide where the people would probably choose to stay.

Mr and Mrs Arnold

Reason for trip: to celebrate 30th wedding anniversary

Plans: shopping, celebration meal and perhaps a play in the evening

Jane Carr and Susan Yates (Art students)

Reason for trip: to visit art galleries .

Plans: go to Tate and National Gallery, evening - something lively?

Mr and Mrs Grant and children (8 and 10 years)

Reason for trip: special treat for children

Plans: sightseeing-Buckingham Palace, Houses of Parliament, British museum

Less than two minutes from

the underground, this hotel

makes an ideal base for

people visiting London on a

budget The rooms are small

but comfortable and some

have private bathrooms

There is a bar on the ground

floor and a disco for residents

weekends Guests may

PLAZA HOTEL

130 rooms This elegant hotel provides superb accommodation and excellent service It is situated in a fashionable area and within easy reach of London's most famous department store The Plaza has a sophisticated cocktail bar and comfortable lounge where guests can relax All the rooms are twin- bedded with color T V., mini-bar and private bath.

CROWN HOTEL

45 rooms

A friendly and reasonably priced

hotel situated near the river The

restaurant, T.V lounge and games

room It offers good home

cooking and packed lunches can

be prepared on request Single,

double and family rooms are

available and most have private

120 rooms

The Great Central is a luxurious hotel ideally situated in the West End Its amenities include a choice of restaurants, a ballroom, a beauty salon and the Palm Court Lounge where traditional afternoon teas are served The bedrooms are attractively furnished and all have private bathrooms and color T V Car hire, sightseeing tours and theatre seats can be booked at the hotel reception.

1 I think Mr and Mrs Arnold would prefer to stay … ………… because ………

1 Hotels can be organized in different ways, and the names of jobs and departments vary from hotel to hotel But there are certain

departments that you will find in most hotels

Match the places with the words

a where guests make reservations, check in and check out

b where guests eat

c where guests drink alcoholic or soft drinks

d where food is cooked

e where bills are added up and money matters dealt with

f the department that makes sure the hotel and the rooms are clean, and that everything in the rooms is in order

5 Jimmy 6 Zita 7 Anita 8 Alex

9 Taki 10 Yashida

A: I’m a commissionnaire B: I’m a sous- chef

E: I’m a poster F: I’m a receptionistG: I’m a waitress H: I’m a chambermaidI: I’m a management trainee J: I’m a kitchen assistant

Now check your answers Listen to the ten employees in Vocabulary 2 saying who they are.

You will hear ten names Listen to the way the names are spelt and repeat them.

Listen and notice how a consonant sound at the end of a word is linked

to a vowel sound at the start of the next word.

Look at that! Breakfast in bed

A: Bought it? B: No, caught it!

That’s enough! Switch it off!

Now say the sentences, making the same links.

Example: How do you spell it?

Daily duties

1 Daria Farrell is the Assistant Housekeeper in the Bahama Beach Hotel in the Caribbean.

Listen to the questions and answer.

1 What are SOs?

2 What are COs?

2 What do the housekeepers usually do if they have an SO? Listen again and tick ( ) the phrases you hear.

1 Change the sheets

2 Use the computer

3 Check the soap

4 Change the towels

5 Clean the bathroom

6 Make the bed

7 Tidy the bedroom

8 Use air freshener

3 Darina talks about her working hours Listen and answer the questions.

1 How many days a week does she work?

2 How often does she work at the weekend?

3 When does she have some free time?

4 What hours does she sometimes work on Monday?

4 Listen to Darina and complete the notes.

1 She’s responsible for… to…………chambermaids

2 One of her main duties is to…………new staff

3 She has a bleeper so that people……… ………….her

4 After the chambermaids have cleaned the rooms, she………… that everything is OK

LANGUAGE FOCUS

1 Complete the sentences below with expression from this list.

looks after duties include responsible for makes sure in charge of

Look at the examples and underline the correct option below.

Darian always works on Saturdays and Sundays.

She usually works from nine to one.

The hotel isn’t often busy on Tuesdays.

They sometimes work until three in the afternoon.

Darina hardly ever finishes early on Mondays.

She is never late for work.

We put the adverbs always, usually, often, sometimes, hardly ever and

1 The Switchboard Operator ……….……… telephone calls She is …….… directing calls to the correct department

2 The Assistant Manager is …….……….… the

different departments of the hotel He ……….……… that the departments work efficiently

3.The Maintenance Engineer……… hotel equipment His

……… repairing machines used in the hotel

4 The Food and Beverage Manager is ……… ……….the restaurants and bars He is ……… organizing the service and I preparation of food, and for recruiting staff

5 The Reservations Clerk ……… …… room reservations His

……… recording reservations and informing other departments

6 The Head Housekeeper is ……… …….…… ……… … theHousekeeping Department She …….……… that the Floor Maids and Room Maids do their work properly

2 Say what these people do Use this table below to help you The first one is done for you.

1 The chef works in the kitchen He cooks the food.

in the lift

in the kitchen

in the restaurant

He carries the luggage

She cleans them

He takes guests to the right floor

He cooks the food

She serves the meals

She prepares the bills

He serves the drinks

She welcomes the guests

S 1: What do you do?

What’s your job?

What department do you work in?

2 Have conversations about these situations.

Example: A guest would like to check out She is in a hurry to catch a

train.

S1: Can I check out, please? I’m in a hurry to catch a train

S2: Certainly, madam I’ll contact the Cashier right away.

1 A guest has knocked over a jug of milk in her room She would like someone to come and clean up

2 A guest has some heavy luggage in his room He would like someone

to carry it for him

3 A guest has an important meeting this afternoon He would like

someone to press his suit for him

4 A guest would like to take the lift to his room He cannot see very welland needs help

5 A guest wants to make a telephone call to the United State, but she is not sure how to do it

6 A guest notices that the air conditioning unit in her room is not

working She would park in the hotel car park He would like someone todrive his car to like someone to come and repair it

7 A guest’s car is the front entrance

8 A guest wants to book two tickets for the concert tomorrow night He would like someone to help him.

3 Read the webpage below Work with your partner to give the

statements related to Vanessa Perez

Example: Vanessa has worked at the hotel for a long time.

READING

1 Where do you think the article below is taken from?

a newspaper a careers guide a hotel brochure

2 Read the article again and answer these questions.

Find five jobs or areas of work that are mentioned in the text.

1 Why is the hospitality industry not always hospitable?

2 What responsibilities does a hotel manager have in a small hotel?

3 In what ways is the hospitality industry different from other industries?

4 Find three adjectives that describe a career in the hospitality industry

1 Use the table in Language focus 2 to write the sentences The first one is done for you.

1 The chef works in the kitchen He cooks the food.

2 ………

3 ………

4 ………

5 ………

6 ………

7 ………

2 The Housekeeper is explaining to a new chambermaid what her duties are Select the most appropriate structure in the sentences below:

1 You (mustn’t / don’t have to) smoke in the bedrooms

2 You (don’t have to / shouldn’t) work at night

3 You (should / don’t have to) have a twenty-minute break every two hours

4 You (don’t have to / must) make sure you are ready to start work at 8.15 a.m

5 You (have to / shouldn’t) be finished by about 2 pm most days

6 You (shouldn’t / don’t have to) make it clear you want a tip

Unit 3 ROOM TYPES

PRESENTATION

Match the words and the phrases (a –f) with the pictures (1-6)

a single room d family room

b double room e en suite room

c twin room f dormitory

VOCABULARY

1 Match these definitions with the words underneath.

a A room occupied by one person

b A room with one large bed for two people

c A room with two single beds for two people

d A room with three single beds, or double bed and a single bed, suitablefor occupation by three people

e A set of two or more rooms including a bedroom and sitting room

f A room with a 60 x 80 inch bed

g A room with a 78 x 80 inch bed

h A room with four or more beds, particularly suitable for a family with children

i A room designed with special features to cater for the disabled guest

j Two or more rooms with a door to allow access from one room to another

Dealing with booking enquiries

1 Listen to the three calls and complete the table.

The guest would like… Why it’s not possible

2

3

2 Put the phrases in the correct order to make sentences Then listen again and check.

1 please/ moment/ One

2 that night/ fully booked/ We’re

3 a double room/ I’d like to/ for two nights/ book

4 we don’t have/ left/ I’m afraid/ for those dates/ any double rooms

5 that week/ closed/ the hotel’s/ for those dates/ any double rooms

LANGUAGE FOCUS AND SPEAKING

1 for showing goods and products

2 for holding large-scale meetings

3 for dancing

4 for cocktail parties and social events

5 for large group eating a special meal

1 Asking about room types

for tonight, please (?)for one night, please(?)for three nights, please (?)

*Receptionist:

a single or a double room?

smoking or non-smoking room?

standard or double room?

2 Answering questions:

*Receptionist:

- Certainly, sir / madam I can give you a nice … room on the

……… floor

Or - I'm afraid we don't have available But we can give

you (offer an alternative)

*Guest’s reply:

- That would be fine

Or - No, that wouldn't be suitable

3 Practice

Guest: I'd like a single room with a view of the beach.

Receptionist: Certainly madam We have a very nice room

overlooking the beach.

Guest: That would be fine

With a partner, make similar requests and answer them Use these ideas, or ideas of your own A guest wants:

 a single room with a shower

 a double room with bath

 a triple room on the ground floor

 a double room with a view of the sea

 a twin room at the back of the hotel

 ………

If you CANNOT meet the guest's request, offer an ALTERNATIVE, like

Receptionist: I'm afraid we don't have a room with a view of the

beach But we have a nice room overlooking the park.

4 Asking for the use of a PUBLIC ROOM: Look at this list of rooms Which of these places in the hotel would be suitable for the people below?

an exhibition room a sauna

a reception room a conference room

a restaurant a swimming pool

a ballroom a cinema

a sports complex a banqueting room

a bar a tennis court

1 Mr Alexis is the secretary of the Arcadian Lawyers Association Hewants a place where lawyers can meet each other and listen to talks

2 Salwa Al Arabi is the Sales Manager for a publishing company Shewants a place where she can show new books

3 Mr and Mrs Fox want to organize a dance for their daughter, for her21st birthday

4 Anna and Tom are getting married They want a room where peoplecan meet after the wedding, have drinks and give speeches

5 Mr Cesare has three foreign visitors to his company He wants to takethem for a good meal

6 Mrs Dupont runs her own company She wants to arrange fitness facilities for her employees

health-and-7 Mr Ho wants to organize a dinner for 150 members of the HongKong Lions Club

5 Work with a partner Use the prompts to practice dealing with booking enquiries Take turn to be a guest and a receptionist.

Guest requests:

 family room for 2 nights

 single room for April 7

 table for 12 for lunch tomorrow

 conference room

 deluxe room for 2 nights

 meeting room from May 14 through May 18

 twin for 4 nights from March 15Receptionist:

 no family room available

 fully booked

 wedding party

 hotel closed

 deluxe room available

 no meeting room available

6 Work in pairs Read the reservation form and role play a dialogue between a guest and a receptionist.

(00 44) 023 4582 9583125

16 March

18 MarchSingle, non- smokingTony Jamieson

(00 44) 023 4582 9583125

$ 196

$ 202 from $ 375 Yosemite

Lodge

Shops, lounge,

2 restaurants, coffee shop, cafeteria

1 What types of hotel would you expect if you are on a vacation?

2 Read the passage below, taken from an American guidebook

describing accommodation in Yosemite National Park in California Complete the table below.

Where to stay

From luxury hotel to simple tent, Yosemite offers a wide choice ofaccommodations Reservations are advised at all times, and especially insummer For stays during the summer season and holidays, makereservations as far as one year in advance to avoid being disappointed.Write to the Yosemite Park & Curry Co., Reservation Department, 5410

E Home Ave., Fresno, CA 93727 (tel 209/252-4848).

The Ahwahnee Hotel

Yosemite Village Tel 209/252-4848 123 rms 5 suites.

$ Rates: $196 single room or cottage $202 double room or cottage.

from $375 suite Lower midweek winter rates are available

Luxurious and very centrally located, the Ahwahnee is the park'spremiere hostelry A short, sign posted walk from Yosemite Village, thislovely hotel was built in 1927 from local rock Rooms are bothcomfortable and elegant, with full baths, and sturdy, rustic woodenfurniture Suites include an additional sitting

room The hotel's celebrated dining and

entertainment facilities include the Indian Bar

Room for drinks and the splendid Dining

Room, where dinner reservations are required

year round

$ Rates: $43 single or double

without bath, $40 cabin

without bath; $75 single or

double with bath, $52 cabin

with bath

Yosemite Lodge is within easy walking distance of most of the valley's attractions It offers attractive but simple hotel rooms and small redwoodcabins Because it's priced so well, this place is popular, and reservationsshould be made as far in advance as possible Facilities include a coffee shop, lounge, two restaurants, and a cafeteria, as well as several shops

WRITING

1 The manager of the Bear Island Hotel has received this letter Read the brochure and choose a suitable suite for Mr and Mrs Hayward Then complete the reply.

Dear Sir / Madam,

We would like to come for a total of five nights from February 10th This time we would prefer a small suite, with a double bed, balcony, and, if

possible, a view of the sea.

I would be grateful if you could send me details of prices and availability, and look forward to hearing from you.

Yours truly,

M Hayward

M Hayward

SUITE ACCOMMODATION MINIMUM

NUMBER

OF GUESTS

PRICE PER PERSON PER NIGHT* DOVE Twin-bedded room,

separate sitting-room, private bathroom, sea views

(Single person supplement #15 per night)

WYE Double bedroom,

separate sitting-room, private bathroom, sea views

DERWENT Double bedroom, separate

sitting-room, private bathroom, sea views, balcony

LATHKILL Two double bedrooms,

separate sitting-room, private bathroom, sea views, balcony

Low season discount:

Between January 10 and April 22, bookings attract a low-season discount

of 10%

Long stay discounts:

Bookings for five nights or more, attract a further discount of 10%

Bear Island Hotel Porthleven, Cornwall

We can offer the (3) Suite, which has a separate room and a private bathroom, and also has a (4) with wonderful sea views The standard rate for the Suite is (5) per person per night, which includes a full (6) _ _and (7) and tax However, as you will be coming in (8) , we would be able to offer you a discount of (9) - In addition, we offer a further discount

sitting-of (10) _for stays sitting-of (11) _ nights or more The total would therefore be (12)

Unit 4 ROOM FURNISHINGS AND EQUIPMENT

PRESENTATION

Look at these objects

Make the objects with the words from the list below.

double bed sheets radio alarm Chair

telephone wardrobe remote control desk

VOCABULARY

1 Which items would you expect to find in a luxury hotel bedroom?

2 Look at these three hotel bedrooms Which is most like a bedroom in the hotel that you know?

Look at this list of words Then label the objects in the three illustrations.

mini-bar writing paper duvet bedside lamp

plant personal safe flowers central light switch

blanket laundry bag air- conditioning

LISTENING AND SPEECHWORK

1 A guest is requiring about a room Listen to the hotel employee and number the objects in the order you hear them The first has been done for you.

1 _ double bed CD player

sheets wardrobe

radio alarm telephone

2 Listen to four conversations where guests are enquiring about

rooms The hotel employee describes each of the four rooms Listen and identify the three hotel rooms above (Vocabulary 2).

3 Listen to these sentences and repeat them Make sure your sound as polite as possible.

There’s a telephone by the bed

You have the radio alarm next to that

The sheets are changed every day

There’s a TV of course with remote control

I’m afraid there isn’t a CD player in the room, madam

There are plenty of coat hangers

There’s a desk by the window, with two very comfortable chairs

LANGUAGE FOCUS

1 Can you describe the room, please?

2 Look at the information of hotels below then describe their rooms.

SOFITEL DALAT PALACE Room Amenities

• Audible smoke alarm

• Hair dryer (all rooms)

• IDD Telephone

• In-Room Safety Deposit Box

• Mini Bar / Refrigerator

• Satellite TV

• WIFI Internet (in rooms)

Penthouse: 100m2 (balcony, terrace, living-room, bedroom, kitchen, bathroom with bath-tub & shower)

Executive Suite: 68m2 (balcony, living-room, bedroom, bathroom with bath-tub & shower)

Junior Suite: 54m2 (balcony, bedroom, bathroom with bath-tub & shower)

Deluxe: 34m2 (balcony, bedroom, bathroom with bath-tub)

Superior: 32m2 (bedroom, bathroom with bath-tub)

SPEAKING

1 List three things you need to prepare for a four – day holiday.

2 Read the hotel descriptions above and decide which hotel is most suitable for the following people.

1 Helen Townsend, travel manager at Selftrade is looking for a centrally–located hotel in which fifteen managers can stay while attending anexhibition in July If possible, they would like direct internet access intheir rooms

2 Bozena Leszkowicz, mother of energetic twins aged eighteen months,

is looking for a reasonably –priced hotel where she can stay for a weekwith her husband and children and not have to worry about upsettingother guests

3 Mr and Mrs Wendt are planning to stay in Berlin with their twoteenage children to visit the museums They plan to eat out so it is notimportant for the hotel to have its own restaurant but they do likeattractive surroundings.

4 Mabel Seijas is the singer in a rock band and is going to Berlin withthe group for the weekend music festival They don’t have much moneyand just need a place to keep their instruments and sleep

3 Design your own hotel room

Game: Spot the difference

Student A: Go to Picture 1 and study the picture

Student B: Go to Picture 2 and study the picture

Ask questions to discover the differences between the rooms in the pictures.

List the differences When you have finished, write them down and tell the class.

WRITING

1 Complete the following letter about Forum Hotel with the given words.

Thank / your letter

I / enclose / details / hotels / Berlin

As you can see, Rex Hotel / five minutes’ drive / fast ferry wharf / We /

75 comfortable guest’s rooms / air conditioning./ Each room / equipped minibar / satellite television / Hotel / gift shops/ hairdresser / tennis court / We / also / swimming pool

Hotel / 100 meters / the beach / and / it / city center

If / you / further questions / please / let / know

Yours sincerely

Unit 5 ROOM RATES

PRESENTATION

Match these currencies to countries in the world.

dollar yen pound euro franc yuan

rouble peso dinar rupee

In the hotel where you work what currencies, do guests usually pay in?VOCABULARY

Match the words and definitions in the columns below.

1 A room rate which includes only room charge

2 A room rate includes room and breakfast

3 A room rate includes room and two meals

4 A room rate includes room and three meals

5 A room rate for parents and children in the same room

6 A room rate printed in the hotel tariff

7 A special room rate for less than an overnight stay

8 A special room rate available at some hotels for government employees

9 A special room rate negotiated between a hotel and a company for a large

10 A special rate agreed upon by a company and a hotel for frequent traveling

a discount for a long stay?

For staff from …

Receptionist:

Yes We can offer a 10 %

20etc

reduction

discount

No I'm afraid we can't offer a reduction

discount

LISTENING AND SPEECHWORK

1 Three guests telephone three different hotels to enquire about room rates Listen to the three conversations and complete the gaps.

2 Listen to these sentences and practise them.

The double rooms are from $240 to $280 a night

The service charge is 15 per cent

The price includes a full English breakfast

VAT is included in the price

The rates have changed slightly since last year

The tax and the service charge are included

…but the price doesn’t include breakfast, which is €18

2 Work with a partner

STUDENT A: You are the guest enquiring about the room rates at one ofthese hotels

STUDENT B: Here are some facts about the hotels in the town You are the receptionist in one of these hotels, answer guest’s questions

THE CACTUS HOTEL

 $70 per person per night, not including breakfast

 breakfast costs $2-$3 per person

 a 10% reduction for children under10

THE DESERT SANDS HOTEL

 $220 per room per night, including breakfast

 no reduction for children

THE HILLBILLY HOTEL

 $100 per person per night, including breakfast

 a 50% reduction for children under 12

 a 20% reduction for guests staying more than 5 nights

THE WILD WEST HOTEL

 weekly rate $600 per person, including breakfast

a 33% reduction for children under 15

READING

Look at the brochure below and give short answers to the following questions

HOTELS IN MIDFORD

(June-September; tariffs include service and VAT)

1 Which hotel is the cheapest? Which is the most expensive?

2 In which hotels do all the rooms have a bathroom?

3 In which hotel can children stay free in the same room as their parents?

THE DALTON HOTEL

Single room with bath £ 30;

Double room with bath £ 60;

children under 12 in same room

as parents free;

Breakfast £ 6 per person;

THE PHOENIX HOTEL

Single room £16, with bath £20; Double room £ 28, with bath £35; Breakfast £ 5 per person, children under 12, 50% reduction;

THE PARK HOTEL

Bed and breakfast per person £ 16;

Double room with bath £ 25;

Dinner, Bed and Breakfast £ 29 full