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 Unit Function Language Vocabulary Giving information about the hotel Hotel types Hotel types and locations Hotel description Adjectives used to describe accommodation Speechwork: the /h/ sound Taking hotel enquiries Choosing accommodation Daily duties Adverbs of frequency Hotel jobs Hotel jobs and departments Asking and answering about jobs Language used for describing jobs Hotel departments Small talk Reading about hospitality industry Dealing with booking enquiries Room types Describing accommodation in Yosemite National Park in California Obligation/ No obligation Speechwork; Linking words together Asking and answering about room types Definitions for hotel room types Offering an alternative Public rooms Short form Replying a letter Describing the hotel rooms Room furnishing and equipment Reading the description about hotel in Berlin Language used to describe hotel rooms Sentence building Finding the differences between the rooms Taking enquiries about room rates Asking about room rates Room rates Taking the information about Atlantic Hotel Building a conversation about room rates Small talk Writing an answer for an email enquiring about room rates Talking about room reservation Room reservations (1) Room chart of Royal Hotel Useful language to take a reservation Taking reservation procedure Making situational conversations about booking rooms Room reservations (2) Speechwork: Saying sentences related to the topic Currencies and countries in the world Explaining about room rates Speechwork: Saying sentences related to room rates Reading about hotels in Midford Bedroom objects Listening a guest who want to change his reservation Useful phrases to write a(an) letter/ fax/ email Taking guest’s information by reading the fax Tips to write letters/ faxes Review room types Reservation form Speechwork: Saying sentences politely and clearly Types of correspondence hotels use to contact customers Common abbreviations Confirming/ Refusing a booking Asking and giving directions Prepositions of direction Directions signs Giving directions indoors The Royal Hotel Expressions for giving direction Hotel plan Making a short paragraph about directions Registration card Asking for registration details Check –in phrases Hotel check -in Inquiries and answers you could hear at the same time of check-in Checking in procedure Speechwork: saying the phrases politely and clearly making responses to check –in problem 10 Hotel facilities and services Services that three different hotels have Responding guests’ inquiries Hotel facilities Location of facilities Icons Asking and answering about hotel facilities and services Speechwork: Saying sentences politely and clearly Writing a description of the hotel for a guidebook 11 Servicing a room Have something done Chamber service Small talk Making up the room procedure Things a housekeeper is responsible for Items on the room attendant’s trolley Speechwork: Saying sentences politely and clearly Making instructions to a room attendant 12 Laundry service Small talk between a guest and a valet Answering guest’s requests politely Making situational conversation Useful sentences for answering the guest’s requests about laundry service Care of linen 13 Miscellaneous services Helping a guest who gets health problem Responing the guest’s requests about miscellaneous services Small talk Special services offeref by some hotels Usage of “need” Laundry items Speechwork: Saying sentences politely and clearly List of miscellaneous services Speechwork: Saying sentences politely and clearly Replying a letter of requiring about special services Useful sentences for answering the guest’s requests politely 14 Handing on the phone Telephone language Telephone phrases Using the telephone Taking telephone messages Responding the guest’s requests politely and clearly Speech work Saying the phone number Guide to telephone behavior Speechwork: Saying sentences politely and clearly Role play asking and asnwering the phone, using the diagram 15 Taking a message effectively Messages Passing on the message when the guest return 16 Rules for handing complaints Dealing with complaints Respondingto complaints The Country Village Hotel Reply a letter of complaints Taking and passing on telephone messages Abbreviation used for texting messages 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 Small talk Useful expressions Types of transport Flight reservations Flight timetable Used for taking and making a flight reservations Speechwork: Saying sentences politely and clearly Asking and answering about flight reservation 18 Completing the giving directions Verbs of movement Verbs of movement Giving directions outside Asking for and giving directions Prepositions of locations Prepositions of locations Language used for asking and giving derection Speechwork: Saying sentences 19 Tourist information Small talk between a tourist information officer and a visitor Making suggestions,giving advice Tourist attractions enough/ too Conference facilities Useful language used to answering an enquiry Speechwork: Saying sentences politely and clearly Useful phrases for currency exchange Currencies Tourist activities Reading about Hongkong and Acapuco Writing a short description of London 20 Conference facilities Introducing the services at the Hotel Grande Bretagne, Athen and Okura garden Hotel, Shanghai Role play Passage about Yorhside and Humbershire 21 Tourguide information Currency exchange Role play a series of transactions 22 Checking out at Holiday Inn, Paris Check out procedure Check out phrases Hotel check out Small talk I’ll Speechwork: Saying sentences politely and clearly Passage about guest check out Methods of payment Unit 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 you think is the worst thing about each place? What 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? VOCABULARY Hotel types Match the types of the hotel with the following descriptions: Resort hotel Motel 3 Commercial /Business hotel Airport hotel Luxury / Suite hotel Conference / Congress hotel 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 other countries, usually only staying for one night d It is often situated in the town center, and provides accommodation for traveling businessmen, staying only one or two nights e It provides facilities for large meetings and conferences, with a lecture theatre and exhibition facilities f It provides low-price accommodation, usually on a small scale, for holiday visitors or for long-stay guests g It provides every facility a wealthy guest might need You are working at a travel agency What type of hotel would you recommend to the following persons? Mr Brown: I’d like to 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 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 LISTENING Study the list below, then listen to four guests talking about what they think is important in a hotel Tick () the area(s) that they mention Guests large room 4 small hotels good facilities friendly staff near the town center efficient service 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 LANGUAGE FOCUS Which adjectives can be used with which nouns? Tick () the appropriate boxes room view staff entertainment spacious gorgeous superb comfortable marvellous friendly lively Write the sentences to describe the hotels: The Golden Gate Motel is very comfortable and friendly The Trans-Pacific Restaurant The Grand Continental The Embassy Hotel The Palma’s rooms … The Excelsior Hotel 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 What 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 Make a note in pairs under the headings below, then compare your notes with those of another pair Discuss any differences location comfort value a b c facilities service entertainment a b c 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 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 Guest: I'd like you to book me a hotel Receptionist: Yes, sir What kind of hotel 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 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 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 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 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's called READING Read the hotel descriptions and match them to their star ratings one star _ ; two star _ ; three star _; four star _; five star _ 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 Hotels in this category provide luxury and exceptional comfort The restaurant has a high level of technical skill, producing dishes to the highest international standards Staff are well trained in customer care and are especially attentive, efficient and courteous 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 onestar level Hotels are usually larger and provide a greater quality and range of facilities than at the lower levels All bedrooms have a complete en suite bath / shower room and offer a better standard of comfort and equipment, such as a direct-dial telephone, a hairdryer and toiletries in the bathroom Room service is also provided and staffs respond well to guests' needs Hotels in this category offer practical accommodation and are probably small with a family atmosphere Facilities and meals are simple Some bedrooms not have an en suite bath or shower room, although maintenance, cleanliness and comfort need to be of an acceptable standard Read the text again and underline examples of the following: room facilities hotel facilities three adjectives used to describe hotel staff five adjectives used to describe hotels Look at the advertisements below Which hotel is: an airport hotel? a commercial hotel? a luxury hotel? a motel? a tourist hotel? GOLDEN SANDS HOTEL WAYFARER’S LODGE The hotel for your holiday! swimming pools, night club, cabaret On the edge of San Cristobal , overlooking the beach On Highway 65, 34 kilometers north of San WHISPERING PINES THE EXECUTIVE Spacious – star hotel with all possible facilities for sport, entertainment and relaxation In the heart of the mountains, overlooking Bear Valley In the center of Arcadia City financial district, overlooking the National Bank First – class business and conference facilities Cristobal – top - quality accommodation for travelers TRANSCONTINENTAL Only 15 minutes from Arcadia Airport ( free courtesy coach) Friendly and effective service WRITING 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? 10 Christine works as a cashier in the Holiday Inn, Paris Listen to these guests asking her questions Read the sentences and then choose the right answer The guest wants to a change dollars into francs b change francs into dollars c change marks into francs The guest wants to a change Japanese yen b buy Japanese yen c know what the exchange rate is The guest’s cheque is in a lire b dollars c pesetas 4.The guest wants to pay by: a traveller’s cheques b credit card c cash The guest is saying his bill is wrong because a he hasn’t visited the restaurant b he doesn’t drink c he doesn’t smoke Listen to the conversation Mark the sentences below as TRUE or FALSE CONVERSATION (a) The guest wants to pay by Access card ……………… (b) The guest gets a receipt for payment of the bill ……………… (c) The clerk makes a polite remark at the end of the conversation ……………… CONVERSATION 166 (a) The guest thinks there is a mistake in the bill ……………… (b) The guest looks at all the receipts he has signed ……………… (c) The guest signed a receipt for drinks on Tuesday night ……………… CONVERSATION (a) The guest wants to pay by credit card …… ……… (b) The first card the guest shows isn't valid …… ……… (c) The guest hasn't thrown away his old card …… ……… Four guests are checking out of the Ocean Hotel They are paying their bills Listen to the conversations between the guests and the hotel employee and write down the information Guest Room Number Total Method of payment € 4 Listen to these sentences and repeat them Your bill is ready, sir How would you like to settle your account? It comes to $ 390, madam We’ll need some identification Would you just sign here, please? And here is your receipt LANGUAGE FOCUS In the Listening section you heard sentences beginning like this 'I'll just (get your bill, etc.).' Make similar sentences from the situations below The receptionist wants to check through the guest's receipts I’ll just check through your receipts The receptionist wants to write down the cheque card number The receptionist wants to have a word with the cashier The receptionist wants to give the guest a receipt 167 The receptionist wants to run the guest's card through the checking machine The receptionist wants to get a printout from the computer The receptionist wants to stamp the company's name on the cheque The receptionist wants to see if there are any bills outstanding (= bills still to be added to the overall bill) SPEAKING Receptionist’s useful phrases How may I help you? How can I help you? May I help you? Did you sleep well? Did you enjoy the night? How would/ will you be paying? Will you be paying by… ? How would you like to pay? Is everything correct/ clear in the bill? Is everything right? The bill is itemized Should I explain it? 168 Do you have any special requests? Is there anything else I can for you? Shall I call for a taxi? Shall I order a taxi? We look forward to seeing you again Hope you have enjoyed your stay in our hotel Use the information below to make and role-play a dialogue with a partner Change roles Remember to follow a typical check-out procedure Situation: A guest is going to depart from the hotel Mr Radcliff, room 143, quite busy, not enjoy the night/too noisy neighbors and only three channels on TV, 15 euros? paying credit card, wishes to get to the airport immediately Write conversations for this situation WRITING Complete the missing spaces in the short dialogue between a receptionist and a guest Then role- play the checkout dialogue with a partner R: Good morning Help / you? G: I’d like to check out now R: Yes Sleep / well? G: Not very much The room was stuffy Can I settle the account? I’m already late R: Moment Here / bill Check / amount / correct? G: Yes, please R: everything / correct? G: I’m not sure if I understand it correctly Could you tell me what these ones here mean? R: Yes, of course The bill is itemized This / for / phone calls / you make / yesterday morning / newspaper / you buy Total/£355 G: Can I pay cheques? R: Certainly You / sign / each cheque / me/? G: Here you are R: Here / receipt Hope / you / enjoy / stay / hotel Look / forward / see / you / again Listening scripts 169 Unit 1 I travel a lot –up to three months a year – so I guess you could say I spend a quarter of my life in hotels! For me, the ideal hotel has big rooms with comfortable beds and good facilities – including a business center It should also be as near the centre of town as possible, but within easy reach of the airport I love going on vacation, especially in Europe I worked hard all my life, so I feel I mind paying for it If you ask me, a hotel that doesn’t make you feel really special isn’t a hotel! I like smaller hotels because you can learn more about the country, the people and the culture The staff has more time for you I think most of the big hotels are so impersonal They are look the same When you are inside them, you can’t tell with country you’re in It’s my job to visit hotels, not just the deluxe 5star ones, but also the small family –run places with only a few rooms But if you’re asking me personally, the most important things are polite and friendly staff and efficient service Anything else is really a bonus Unit 1&2 Interviewer: So, what you at the beginning of the day, Darina? Darina: I usually go to reception and meet the head housekeeper There’s usually a printout from the computer telling us which rooms are ‘stay-overs’ and which ones are ‘check-outs’ We call the rooms ‘SOs’ and ‘Cos’ Interviewer: SOs and Cos? Darina: That’s right An SO, or stay-overs, is a general routine clean We change the sheets every two days, towels every day if necessary, and clean the bathrooms Interviewer: And what about the bedrooms? Darina: In the bedrooms we make the bed, clean and tidy up If people are staying over, we just give it a quick tidy and don’t disturb their things Darina: Six days a week Interviewer: And you have to work on Saturdays and Sundays? Darina: I always work on Saturdays and Sundays Interviewer: So you have any free days? Darina: I always take Tuesdays or Wednesdays Interviewer: And what time you finish work at the hotel? Darina: I often work from nine to one, or nine to two, but on a very busy day, especially if it’s a Monday with a lot of check –outs, sometimes I don’t finish until three in the afternoon Unit Dealing with booking enquiries Reception: Good evening The Globe Hotel Ivan speaking How can I help? Caller: Hi! I’m looking for a double room for the th of February Do you have a room available? Reception: Er … One moment, please … I’m just opening up the reservations screen Mm … I’m sorry, we don’t We’re fully booked that night Caller: Oh, that’s too bad Caller: I’d like to book a double room for two nights … from Thursday the 14th to Saturday the 16th of February Reception: I’ll just check for you … Er … I’m afraid we don’t have any double rooms left for those dates An international music festival’s taking place in the city, and we’re very busy Caller: Oh … Do you have a twin room available? Reception: I’m sorry, we don’t … 3 Interviewer: What are you responsible for as Assistant Housekeeper? Darina: Well, I help the head housekeeper We’re responsible for about six people, six chambermaids, but sometimes eight in the summer with full occupancy One of my main duties is to train new saff Usually, on their first day, they stay with me all day Then on the second day, they work with one of the chambermaids I also have a bleeper so that people can contact me in case thay have problems or any questions When people have cleaned their rooms, I check everything’s OK before the new guests check in Interviewer: So, how many days a week you work? Caller: Hello … I’d like to book a family room for one week from Sunday the 17th of February Reception: I’m sorry, but unfortunately, the hotel’s closed that week for refurbishment We’re decorating the restaurants and lounge Caller: Oh, I see Er … Do you have a room the following week? Reception: I’m afraid not The hotel’s closing for three weeks on the 16th of February We’re not reopening till Saturday the 9th of Match Unit 170 Guest: Can you describe the room to me, please? Guest: Can you describe the room, please? Employee: Certainly madam, let’s see, first there’s a telephone by the bed, and you have the radio alarm next to that Then there’s a TV of course, with remote control… Employee: Certainly, sir It’s a large sunny room with a view of the sea In fact most of the rooms in the hotel we have a view of the sea And … there’s full air –conditioning of course, a mini –bar, a large desk, and there are also some nice plants in the room Guest: Is there a CD player in the room? Employee: I’m afraid there isn’t a CD player in the room, madam Unit Guest: Oh well, perhaps it’s not very important But the bed sheets, are they changed every day? Guest Employee: Yes, they changed every day And in fact the pillows are filled with a special non- allergic material And let’s see, what else? There’s a large wardrobe, and there are plenty of coat hangers Then there’s a desk by the window, with two very comfortable chairs Employee: Yes, madam, can I help you? Guest: Well, that seems to be just fine OK, I’ll take it Guest: Hello, is that the Stars Hotel? Guest: I’m enquiring about the room rates at your hotel Could you tell me, please, how much a double room is? Employee: Yes, of course Well, double rooms or twin rooms are from $240 to 280 a night Guest: And you have a number of executive suites too? Guest Employee: Yes, we The suites range from $55o to 1000 per night Guest: The room must be quiet Employee: Of course, sir, we can give you a very quiet room on the top floor, fully equipped to the highest standards Everything you need is included in room All of the rooms have full cable TV service For your security there’s a personal safe in your room and let’s see… there’s a trouser press next to the suitcase stand and, as a personal touch, we like to welcome our guests with a vase of flowers in the room on arrival Guest: Oh, lovely Guest: Is there a service charge included in the price? Employee: No, madam, the service charge is 15% Guest: I see, OK, so that’s doubles are from $240 to 280 a night Employee: Yes, thanks, and the service is 15% Guest: I think I have all that Thank you very much Employee: You’re welcome Guest Guest Employee: ….and by each bed there’s a bedside lamp and there’s a central light switch as well Guest: Just one thing about the bed … can I have blankets on it? Employee: Certainly, madam We have duvets on the bed but in some of the rooms we have ordinary blankets for guests who prefer them So that’s no problem at all Guest: Hello, is that Devonshire Arms? Employee: Yes, good evening, can I help you, madam? Guest: I’m telephoning to get some information on the room rates What’s the rate of a single room, please? Employee: The basic single rooms are £75 But we have a superior twin single room for £95 Guest: And will you make sure there’s plenty of writing paper? Guest: I see, and the suites, how much are they, please? Employee: Of course, madam Employee: The suites are £200 per night Guest Guest: And does this include breakfast? Employee: It’s small but very quiet, and it does have the things you need – two big single beds and full air –conditioning Employee: Yes, madam The price includes a full English breakfast and of course the price also includes VAT Guest: Is there a mini- bar in the room Guest: I see, so I’ll check that, singles £75 and £95 with a full English breakfast Employee: I’m afraid there isn’t a mini –bar in the room None of the room has a mini-bar, but we have a bar on the ground floor Guest Employee: That’s right Guest: And what did you say about VAT? Employee: VAT is included in the price 171 Guest: Yes, of course I see, thank you very much I think I’ve got that – singles at 75 and 95 and suites at 200, with breakfast and VAT included Employee: That’s right, madam Guest: Thank you very much Caller: Good Reception: So one double, one twin and two single rooms for five nights from the 10th of May to the 15th of May Caller: Yes, that’s right What’s the price of the rooms? Employee: It’s a pleasure Reception: The double and the twin room rate is €200, and the single is €128 Guest Guest: Hello, is that the II Capello Hotel? Caller: That’s fine Thanks Employee: Speaking, how can I help you? Reception: Can I take your name, please? Guest: I just checking the room rates I have a price list from last year but I expect the prices have changed How much are the single rooms this year, please? Employee: Well, sir, the rates have changed slightly since last year The singles are now from €180 to €240 Guest: And the doubles? Employee: The twin or double rooms are now €270 to €330 Guest: That includes tax and service charge I imagine? Employee: Yes, the tax and the service charge are included, but the price doesn’t include breakfast, which is €18 Guest: Thank you very much I think I’ve got that … that’s singles now at 180 to 240, doubles to 270 Employee: No, the price of doubles id from €270 to €330 Guest: Oh, I see, that’s doubles from 270 to 330 and breakfast is €18 Oh, and can I get an extra bed if we need one? Employee: Yes, of course, an extra bed is €45 Caller: Yeah, We’re from Berlin Art Society, but please make the reservation in my name Feinds, Peter Feinds Reception: Mr Peter …? Er … Could you spell your name, please? Caller: Yes, it’s P-E-T-E-R, F- A, sorry F- E- I-N-D-S Reception: F-E-I-N-D-S Feinds … And can I have a contact number, please? Caller: Er … 07780 123 987 That’s my mobile number Reception: is that a German number? Caller: Yes, I think you need to put 0048 before the number Reception: For Germany is 0049 Caller: Oh, yes You may be right Reception: Thank you, Mr Feinds Caller: We’ll probably arrive late in the evening, at about eleven o’clock Reception: No problem The doors open during the day until 10 p.m After 10 p.m it’s locked, but just ring the bell Caller: Fine We’ll definitely be there by midnight at the latest Guest: €45 OK, that’s fine Thank you very much Employee: You’re welcome Unit Reception: Could I take a credit card number to secure the reservation? Reception: Good morning, Four Seasons Hotel Marek speaking How can I help? Caller: Yes, of course … Let’s see … It’s 09984221 9898 The expiry date is 08/12 Caller: Oh, hello I’d like to book accommodation for a group of six, please We’ll arrive on Sunday the 10th of May and leave on the 15th of May Reception: And can you give me thr three security numbers on the back of the card, too, please? Reception: Certainly Did you say Sunday the 10th? Saturday is the 10th and Sunday is the 11th Reception: Thank you Mr Fiends If you wish to cancel your reservation, you must so before the 9th of May After that, the full amount for one night will be deducted from your credit card Caller: Oh, yes, of course! I mean Saturday the 10th Reception: OK … And what type of rooms would you like? Caller: Oh, yes It’s 345 Caller: That’s fine Caller: Er, well, we need one double room, one twin room and two single rooms Reception: Great So we look forward to seeing you on the 10th of May Reception: Let me just check our reservations Umm … yes, that’s fine Caller: Thanks Bye 172 Caller: Oh, hello, this is Mrs Wallstein here from room 202 Is it possible to get my hair done tomorrow before, say, eight –thirty? Unit Reception: Hello, Globe Hotel, can I help you? Mr Bouvier: Yes, I have a reservation from the 18th to the 21st July for a double room with bath and balcony Reception: And your name please, sir? Reception: I’m sorry madam, but the hair salon doesn’t open until am Guest Reception: Reception Mr Bouvier: Bouvier Guest: Hello I’m afraid I missed dinner Is it possible to have some sandwiches sent up to my room? Reception: Could you spell that for me, please? Mr Bouvier: Yes, that’s B-O-U-V-I- E- R I would like to change the dates, if possible, from the 19th to the 22th July Reception: Certainly What kind of sandwich? Reception: Hold the line a moment and I’ll just check Mr Bouvier, but I think that possible … , from the 19th to the 22th July did you say? Guest Mr Bouvier: Yes, that’s right Reception: I’m just checking … the 19 th to the 22nd … Yes, that’s fine Mr Bouvier, a double with bath and balcony for three nights, from the 19th to the 22nd Guest: What have you got? Guest: Hello Room 157, please Reception: Here’s your key Guest: Thanks Oh, I’ve left my car just round the corner It’s a blue BMW with German registration plates Mr Bouvier: Thank you, so that’s fixed up then? Reception: OK I’ll get someone to park it for you in your reserved space Reception: Yes, it’s done, Mr Bouvier We look forward to welcoming you on the 19th Goodbye Guest Mr Bouvier: Thank you Goodbye Reception: Goodbye Unit Reception: Good afternoon, sir Can I help you? Mr Rodrigues: Good afternoon My name’s Rodrigues I’d like to check in, please I have a reservation for a double room Reception: Yes, Mr Rodrigues, let me see Yes, today and tomorrow, the 10th and 11th of June Could you please fill in this registration card? Mr Rodrigues: Yes, of course Do I fill in my home address? Guest: Hello I’ve got a pair of pants that need dry – cleaning Is it possible to have them done at the hotel? Reception: Certainly, Sir, just give them to the chambermaid tomorrow morning before nine o’clock and we’ll have them ready for oyu in the evening Guest: Great Guest Reception: Good morning Guest: Morning I’ve a problem I have a report that has been written in English and it has to be sent to Buenos Aires by Friday at the latest Reception: Yes, please And could I have your passport? Thank you Your room number’s 361 It’s on the third floor And here’s your key card for your room Would you like to have dinner in the restaurant this evening? Reception: No problem You can email from the bussiness centre Mr Rodrigues: Yes, please Can you reserve me a table for two at eight o’clock? Reception: There’s no need You can have it translated here Reception: Certainly The porter will help you with your luggage The lift’s just … Guest: Oh, really … Guest: Yeah, OK but that’s not the problem I need to get it translated into Spanish Do you know of an agency where I could have it done? Unit Guest Reception: Hello, reception Unit 10 Guest 173 Reception: Here are your keys You can take the lift to the third floor Just walk across the reception area and pass the shop The lifts are on the right Guest: And … er … Ccan you tell me how to get to the swimming pool, please? Reception: Of course It’s in the basement Go down the stairs, along the corridor and then into the changing rooms on the right Guest: Thanks Anh the centre? Reception: Yes … It’s also in the basement You can either walk through the changing rooms to a blue door, which will take you into the fitness centre … Or continue along the corridor, pass the changing rooms and take the next door on the right Guest Customer: I called earlier about conference rooms Gina: Oh, there’s a watch … Hannna: Mm … It looks quite valuable Can you make a note of it and take it to the housekeeper as soon as we’ve finished in here? Tell her the room number Gina: Yeah What’s next? Hanna: We have to strip the bed Fold the bedspead and the blanket and put them on the chair with the pillows – never on the floor OK? Gina: Oh, there a tear in this sheet Hanna: That’s a pity! Tie a big knot in it and put it in the soiled linen bag The line porter will deal with it Here’s the other sheet and the pillow slips for the bag Gina: OK Reception: Oh, yes … That’s right Customer: Could I see the rooms, please? Reception: Yes, csertainly It’s this way … Along this corridor opposite the entrance … Follow the sign for the bussiness centre Then … This is the main conference room on the left Customer: That’s fine Reception: If we go though the conference room to the other side, we can have a look at the two small breakout rooms Customer: Mm … These look fine Reception: On a warm day, it’s nice to go out onto the terrace You can go up the steps to the rose garden From there you can go straight on, then round the hotel to the car park Customer: Yeah – it’d be good to go outside at lunch time OK … and what about toilets? Reception: As you come out of the comference room, they’re on the left Customer: That’s fine Now, I’d like to didcuss meals, etcetera Reception: Of course, sir If we go back to reception, I can show you menus and … Unit 11 Hanna: OK, Gina Let’s air the room first Just put a wedge under the door to keep it open and open a window Gina: Right … Oh, this arm chair’s badly marked Hanna: Mm … I know That’s an old stain The hotel’s having all the upholstery replaced soon So … Can you start in the bathroom? Flush the toilet and squirt the toilet cleaner around the pan and under the rim We’ll leave it for a while before we brush and flush again Gina: OK Hanna: Are there any guest items left behind in there? Hanna: Now the rubbish Be careful in case there’s anything sharp Can you put new liners in the bins? They’re on the trolley Gina: I’ll see to these mugs and the glasses from the bathroom They all have to be sanitized Then we’ll remaked the bed Hanna: … Right That’s the blanket Now just smooth the bedspread so it’s straight Gina: Like this? Hanna: Good OK Back to the bathroom Towels to the soiled linen bag, please I’ll brush the bowl and clean round the toilet with this cloth Can you wipe all the tiles and the shower door with the blue cloth? Spray them first Gina: Yeah Hanna: I’ll the hand basin area and shine the taps with a dry cloth Then we’ll replace the toiletries Always throw away anything that looks like it’s been used Er … You get the fresh towels and I’ll mop the floor … Gina: … Shall I bring in the vacuum cleaner? Hanna: No That’s the very last thing we Start here and damp wipe all the surfaces, working your way around the room There’s some glass spray on the trolley for the windows and mirrors We have the outside window done once a month by a cleaning firm Gina: Shall I check the drawers as I go round? Hanna: Oh, yes Dust the inside of all the drawers and the wardrobe shelf Then we just have to replenish the guest supplies – the laundry list, mini –bar, shoe shine cloth, notepaper and envelopes, and sewing kit Gina: There’s a bad stain on the carpets on this floor shampooed last week OK I’ll reset the air conditional and then you can vacuum the carpet 174 Finally, spray some air freshener and we’ve finished… Guest: Yes, I phoned last week about a room but I didn’t book anything Can I a reservation now? Unit 12 Floor Attendant: What can I for you, madam? Guest: I wonder if you have express laundry in the hotel because I’m going to a party this evening Floor Attendant: Don’t worry, madam We have express laundry? Guest: I’d like my silk blouse and skirt washed by hand in cold water Please use soft soap Otherwise it might shrink Floor Attendant: Leave that to me, please I’ll take your laundry downstairs right away Guest: All right Here you are Floor Attendant:(Looking at the clothes) Madam, a button is missing on your blouse We will sew on a new one for you Guest: That’s very kind of you How soon will they be done? Employee: Certainly, madam, what kind of room would you like? Guest: Well, you still have a single room with bath from the 19th March? Employee: For how many nights, madam? Guest: Three nights, from the 19th to the 22nd March Employee: I’ll just check, but I think all the singles have gone for that weekend… I’m very sorry, madam, but we have no more singles for that weekend Guest: Oh dear, that’s a pity I should have booked last week Do you have any doubles left? Employee: Let me see, yes, madam, there’s just one double left Guest: And how much is it? Employee: It’s $ 130 per night, not including breakfast Floor Attendant: They will be done in hours Guest: Employee: Good morning, Plaza Hotel, can I help you? How much is the charge? Floor Attendant: It’s 50% extra for express service It’s 45 yuan altogether Guest: I see, and the single is $95 Employee: That’s right Guest: Are you sure that’s all that’s left for that weekend? Guest: Fine Thank you for your help Floor Attendant: My pleasure Unit 13 Porter: Anna, one of the guests has just fallen over and cut his head badly It’s Mr Schmidt from room 397 Employee: I’m afraid so, there’s quite a demand, especially for singles, with the conference here that weekend Guest: Yes, of course I’m going to that conference too OK, I’d better take the double then Anna: Right I’ll get the first aid equipment and come straight up Don’t move him We should call an ambulance Employee: Right, madam, and your name, please? Porter: Yes I’ve just called one Employee: Could you please confirm that by fax or email, Mrs Delaporte, and we’ll need a credit card number and expiry date, please Anna: Here, Mr Schmidt You shouldn’t move Drink some water I think you fainted in the heat It’s very hot today Have you eaten anything today? Mr Schmidt: No, no I haven’t had lunch yet I didn’t feel well this morning Anna: How are you feeling now? Are you in pain? Mr Schmidt: Guest: Of course Employee: So that’s a double room with bath from the 19th to the 22nd March We’ll hold the room until 6pm We look forward to seeing you on the 19th Guest: Thank you, goodbye I feel better now but my head… Anna: You should see a doctor so we’ve called an ambulance They’ll be here soon Mr Schmidt: Guest: It’s Mrs Delaporte, that’s D-E-L-A-P-O-R-T-E Guest Employee: Hello, Plaza Hotel, can I help you? Oh… Yes Thank you Thank you Anna: You’ve cut your head so I’ll put a plaster on it to stop the bleeding… Caller: Yes, can you put me through to Mr Jackson, it’s room 132 Unit 14 Employee:… I’m afraid the line is busy, would you like to hold? Caller: Ok, I’ll hold 175 Employee:… The line’s still busy I’m afraid Guest Caller: I’ll leave a message: will you tell Mr Jackson to call Peter at home? Caller: I’d like to speak to Mr Courtney in Room 136, please Employee: Certainly, sir Rosa: I’ll put you though Sorry, there’s no reply Guest Caller: Can you take a message, please? Employee: Hello, Plaza Hotel, can I help you? Rosa: Yes Caller: Yes, good morning, room number 529, please, Angela Morris should be there Caller: Could he fax me a copy of the contract for the Ashcroft deal as soon as possible? It’s urgent I need it for a board meeting this afternoon Employee: I’ll put you though…… I’m afraid there’s no answer, can I take a message? Rosa: OK And your name please Caller: Yes, it’s Mr Mori- that’s M-O-R-I I’ll call again later Caller: Mr Young, Y-O-U-N-G Oh and the fax number is 01775 5830182 Guest Rosa: Right I’ll make sure he gets the message Employee: Good morning, Plaza Hotel, can I help you? Guest Caller: Yes, good morning , can I speak to Bill Preston in suite 2? Employee: Right, madam, just connecting you… I’m afraid there’s no answer, would you like to leave a message ? Caller: Oh dear, yes, tell him I’ll meet him in the hotel bar at pm Employee: And your name, please? Caller: Hello I’d like to speak to Mr Taylor, please Rosa: I’m sorry, he left just five minutes ago Caller: Oh, could I leave a message for him, please? Rosa: Certainly Caller: My name is Mrs Hunter Could you tell him that I’ll pick him up at eight o’clock tomorrow to take him to the factory? Rosa: Fine, I’ll tell him when he comes in I’ll just repeat what you said to make sure I’ve understood Your name is Mrs Hunter and you’ll be coming to the hotel tomorrow at eight to take him to the factory Caller: It’s Paola Neri Employee: Could you spell that, please? Caller: Yes, it’s P-A-O-L-A-N-E-R-I Employee: Thank you, I’ll make sure he gets the message Caller: Thank you Caller: That’s right Thank you very much Guest Brent: Hello I’d like to leave a message for Emma Black when she gets in, please Guest Rosa: Yes, I’ll just get a pencil OK Employee: The Plaza Hotel, can I help you? Employee: Yes, of course Brent: Yeah, my name’s Brent Ross I’ve arranged to meet her this evening at half past seven outside the Odeon tube station but my plane’s been delayed and I don’t think I’m going to be able to make it So the best thing is for her not to go there but to stay in the hotel It’d be a good idea if she could leave a message on my mobile It’s 0660 616350 If she doesn’t call or can’t reach me and there’s more delay, I’ll let her know Caller: Tell her to call the office as soon as possible, would you? Rosa: 0660 616360 OK, I’ve got that And your name again is? Employee: Certainly, I’ll make sure she gets the message Brent: Brent –that’s B-R-E-N-T, we’re engaged to be married Caller: Thank you Rosa: Congratulations Caller: Yes, I’d like to speak to Jacqueline Dupont, in room number 398, please Employee: I think I saw her leave, I’ll just check…… I’m sorry, madam, but there’s no reply from her room Caller: Can I leave a message? Unit 15 Brent: Oh, and another thing, can you tell her I love her very much? Rosa: Oh! Yes, OK I’ll tell her 176 Guest Rosa: Ah, Mr Taylor I have a message for you Mrs Hunter phoned She said she would pick you tomorrow at eight o’clock to take you to the factory Guest: OK, right, thanks very much At eight o’clock you say I’ll come down to the lobby to meet her Guest Guest: We reserved adjoining rooms but these are on different floors Reception: I’m sorry I’ll sorry I’ll change your rooms straightaway Guest Guest Rosa: Mr Courtney! I have a message for you Mr Jung phoned He asked you to fax him a copy of a contract He said he needed it for a meeting this afternoon Customer: This steak is really overcooked I asked for it medium rare Waiter: I’m sorry, sir I’ll speak to the chef and bring you another one Guest: Oh, right, which contract? Guest Rosa: He didn’t say Guest: A colleague left a message for me at reception last night but nobody gave it to me Guest: OK Have you got his number? Reception: I’m so sorry I’ll look into it Rosa: Yes, it’s 01755 830182 Unit 17 Guest Guest: Good afternoon Are there any message for me? Rosa: Oh yes, Brent called and said that his plane had been help up and that you should stay here and not go to to the Odeon tube station Guest: OK Travel clerk: Good morning can I help you? Tourist: Good morning I want to book a flight from Barcelona to Rome Travel clerk: Yes, sir When would you like to travel? Tourist: Is there a flight on Friday evening? Rosa: He suggested that you phone him on his mobile Travel clerk: Friday evening…… Yes I will fly to Rome on Friday evening Guest: Right Did he give you the number? I can never remember Tourist: Oh, good I’ve got an open round-the-world ticket, starting in New York Rosa: Yes 0660 616360 Travel clerk: Have you got your ticket with you? There may be some restrictions Guest: Thank you Rosa: He promised to get in touch again if there was a problem Guest: OK Rosa: And there was one more message He told me to tell you that he loves you very much Guest: Did he? Oh that’s so sweet Unit 16 Guest Guest: We asked you to reserve a parking space but the car park attendant says the car park’s full Reception: I’m sorry, we overbooked the car park yesterday and today I’ll reserve you a space for tomorrow Tourist: Sure There you go Travel clerk: Thank you Could you wait a minute while I check availability? Tourist: Yes, sure Travel clerk:… Yes, that’s fine There are no restrictions on this ticket Can you give me your contact address and telephone number in Barcelona? Tourist: Yes It’s the Hotel number’s…… 2018550 Goya and the Travel clerk: Fine The flight leaves at haft past eight Would you please check in one hour before departure? Here’s your ticket Have a good flight Tourist: Thank you very much Guest Customer: Excuse me, we ordered our drinks twenty minutes ago Waiter: I’m sorry, madam I’ll be with you in a moment The restaurant is short-staffed tonight I’ll check with the wine waiter 177 Unit 18 Unit 20 Guest Hotel Grande Bretagne, Athens Woman: Excuse me, can you direct me to the Dona Maria theatre? Employee: Hotel Grande Bretagne, Can I help you? Reception: Yes It’s quite near here You can on foot Turn left outside the hotel and walk towards Rosio square The theatre is on the other side of the square Guest Man: We want to go and look at the Nu1cleo Arqueolo’gico this afternoon Can you tell us how to get there? Reception: Yes, it’s easy to find from here Turn right outside the hotel Then take the first right down Rua dos Correeiros Keep straight on down that street for 700 metres You’ll see the museum on your right You can’t miss it Guest Woman: Can you tell us how to get to the Oceanarium? Reception: Yes, The best way is to take the metro from Rossio Get a ticket for Oriente Change lines at Alameda and then get off a Oriente The Oceanarium is in the Park of Nations about five minutes on foot from the station Unit 19 Tourist: Oh, it’s so hot! Phew! Could you give me some information about the city? We’ve got a day’s stopover for sightseeing Lucy Tan: Certainly, madam This leaflet will give you plenty of ideas on what to see It includes directions to all the main attractions Tourist: Hmm What would you recommend? Lucy Tan: If you’re only here for a day, you ought to visit Chinatown- that’s the old part of the city Then in the afternoon you could always take a bus tour, or walk round the Botanic Gardens And you should try to visit Raffles Hotel Tourist: That sounds like a busy day! What about places to eat? Lucy Tan: Well, Singapore is full of restaurants, or you could eat a Newton Circus That’s an open-air food centre with stalls selling lots of different types of food Guest: Yes, I phoned you earlier about the business facilities in your hotel, and you gave me some information Can we just run through it again? Employee: Certainly, sir Guest: Right, concerning secretarial services, sending faxes and so on, can you just tell me again what the hotel offers? Employee:Yes, indeed, well, we have a fully equipped business centre with everything you need including a full range of secretarial services, and of course up-to-date computer services with internet access, e-mail and so on You can also send and receive faxes at any time, and we have full translation services, And if you wish we can even get you a bilingual tour guide for a trip around the city Guest: Well, I’m not sure we’ll get too much time for the city tour, but it sounds like a great idea Ok, Let’s see, that’s secretarial, and we might need translations in several languages Employee: That’s no problem, sir Just let us know in advance which languages you need and we can arrange everything Guest: Good, well, I think that’s all I have the price list here so I’ll get back to you in a day or two when I’ve been through it all again Employee:Thank you very much, sir, we look forward to hearing from you Okura Garden Hotel, Shanghai Employee: Hotel Okura Garden Hotel, Can I help you? Guest: Good morning , we’ve thinking of bringing a group for a few days to Shanghai I’d like to know something about the amenities in your hotel, for example, can you tell me about the health and fitness centre, please? Employee: Of course, madam There’s a fully equipped fitness club here with an indoor swimming pool and state-of-the-art gym You’ll find all the exercise equipment you need, and there’s a wonderful sauna Guest: Is there a beauty salon? Tourist: Mmm You’re making me hungry! Employee: Yes, there is, madam, with our fully trained staff, of course Lucy Tan: OK Let me mark those places on this map I suggest you travel by taxi They’re quite cheap, and of course they’re air-conditioned Guest: Good, so you have a full fitness centre, indoor pool, gym and a beauty salon, well, that should satisfy everybody Now another question… 178 Unit 21 Guest : Oh, yes, is my passport all right? Cashier: Hi May I help you? Employee: That’s fine Paul Ryefield: Yes What´s the buying rate for euro? Guest: Here you are Cashier: 1.15 U.S dollars to the euro Employee: Thank you Would you just sign here, please? Paul Ryefield: Okay I´d like to change some euro into US dollars, please Cashier: Sure How much would you like to change? Paul Ryefield: Six hundred euro Guest Cashier: Very good May I see your passport? Employee: Here’s a copy of your bill, sir and we’ve charged it to your company as you requested Paul Ryefield: Here you are Guest: Thank you How much does it come to? Cashier: How would you like your bills? Employee: Here you are, it’s $983 Paul Ryefield: In fifties please Unit 22 Guest: Is everything included, the dinners, the meeting rooms we used and so on? Guest Employee: Everything’s here, sir Employee: Good morning, sir Guest : Good Do I just sing here? Guest: Good morning, I’d like to check out, please, it’s Mr Loper, 239 Is my bill ready? Employee: Yes, please, on the bottom of the form, here Employee: Yes, Mr Loper, here you are Guest: OK Guest: Let’s see, $ 473 Is service included? Employee: And here is your receipt Employee: Yes, sir, it is Guest Guest: Ok, that looks fine, Can I pay by credit card? Employee: Is my bill ready, please? Employee: Yes, of course, sir Guest: Is MasterCard Ok? Guest: Yes, madam, here it is How would you like to settle your account? Employee: Of course, sir Employee: I’ll pay cash Let’s see - how much is it? Guest Guest: This is the totel, madam, $ 223 Employee: Can I help you, madam? Employee: And can I leave a tip for the staff? Guest: Yes, I’d like to settle my bill now, room 359… the name’s Kim Sung I don’t have my credit card, I’ll pay cash Guest : That’s very kind of you Employee: Here it is, madam It comes to $390 Guest: Ah, I don’t think I have that much I’d better pay by cheque Employee: Here you are, one hundred, two hundred and fifty… that covers the bill, and something for the staff Guest: Thank you very much Here’s your receipt Employee: Thank you Employee: We’ll need some identification 179 References - Donald Adamson (1992) Basic English for Hotel Staff: Be Our Guest, Hertfordshire Prentice Hall International (UK) Ltd - Christopher St J Yates (1992) English in Tourism: Check-in Prentice Hall International (UK) Ltd - Trish Stott and Roger Holt (1991) English for Tourism: First Class Oxford Oxford University Press - Rod Revell Chri Stott (1982) Five star English for the hotel and tourist industry Oxford University Press - Lê Huy Lâm & Phạm Văn Thuận (2001) Spoken English for Hotel Staff Nhà Xuất Bản Thành Phố Hồ Chí Minh - Leo Jones (1998) English for the travel and tourism industry: Welcome Cambridge Cambridge University Press - Job-Related English for Front Office Hanoi Open University (Unpublished) - Michael L Kasavana and Richard M Brooks (1991) Managing Front Office Operations The Educational Institute of the American Hotel & Motel Association USA - Phạm Cao Hoàn (1996) Anh ngữ chuyên ngành khách sạn nhà hàng Nhà xuất Đà Nẵng - Ian Badger English for work: Everyday Business English Longman - Christopher St J Yates (1992) May I help you? Prentice Hall - Rod Revell and Trish Slot (1998) Highly Recommended Oxford University Press 180 ... much for your enquiry regarding a possible reservation for a suite for yourself and your wife for (1) nights from (2) We can offer the (3) Suite, which has a separate sittingroom... discount of (9) - In addition, we offer a further discount of (10) _for stays of ( 11) _ nights or more The total would therefore be (12) including VAT Should you decide