ENGLISH FOR HOTEL SERVICE

CHAPTER II: RECEPTION UNIT 1: RESERVED ROOM  CONVERSATION?. R: Good morning.[r]

CHAPTER I: BOOKING ROOM

UNIT 1: BOOKING ROOM THROUGH TELEPHONE  CONVERSATION:

R: Room reservation G: Guest

R: Good afternoon! Room reservation May I help you? G: Yes, I’d like to make a reservation

R: Thank you, sir For which date? G: From September 1st.

R: For how many days? G: For two days

R: How many people will there be? G: Two, my wife and I

R: Which kind of room would you prefer, sir? G: A double room, please

R: Would you please hold for a while? I’ll check our room availability (Checking) Thanks for your waiting The room is available

G: What’s the room rate for a double room per day?

R: It depends on which kind of room, sir We have luxurious double room and standard one Which one would you prefer?

G: The standard one sounds good to me

R: Sir, the room rate for standard double room per day is 150000 VND G: Is there any discount?

R: I’m afraid there is no discount, because it is peak session now G: Fine I’ll take one

R: May I have your name, sir? G: Yes, it’s Smith

R: How you spell it, please? G: S-M-I-T-H

R: Mr Smith May I have your phone number, please? G: It’s 00852-2422-2319

R: I’d like to confirm your reservation A standard double room for Mr Smith, from September 1st to September 2nd.

G: That’s right Good-bye R: Good-bye

 VOCABULARY

- Reservation (n) : đặt chổ, đặt phòng

- Date (n) : ngày tháng

Ex: - What date is today? Today is September 1st.

- Day (n) : ngaøy

Ex: - What day is today? Today is Monday

- How many : Bao nhieâu

Ex: - How many days will you be in HN?

- To prefer : thích

Ex: - I prefer football to volleyball

- Luxurious (a) : sang trọng, xa xỉ Ex: - She lives in a luxurious house

- Standard (a) : trung bình

Ex: - I want to book a standard single room

- Discount (n) : giảm giá, rẻ, chiết khấu Ex: - You’ll get 20% discount

- We offer 10% discount for cash - Peak session : lúc cao điểm

Ex: - Because it is peak session, we can’t give you any discount

- To spell (v) : đánh vần

Ex: - Can you spell your name?

- To confirm (v) : xác nhận, chứng thực Ex: I want to confirm your statement

 SENTENCE MODELS: - May I help you?

- What kind of room would you prefer? - How you spell your name?

- Which date would that be? - I’d like to make a reservation - May I have your name?

- May I have your phone number?

UNIT 2: RESERVING ROOM FOR A FRIEND  CONVERSATION

R: Good morning This is Room Reservation May I help you? G: I’d like to reserve a room for my friend

R: Thank you, sir Which date would that be? G: From October and for one week

R: Which kind of room would you prefer? G: A single room, please

G: What is the room rate?

R: Single room at 150000 VND and 200000 VND are available G: I’ll take the one at 200000 VND

R: certainly, sir May I have the name of your friend? G: Mr Peter

R: Thank you May I have your name and phone number? G: Yes, it’s 020-8766-7560 My name is Henry Wood

 VOCABULARY

- Assistance (n) : trợ lý, giúp đở Ex: - May I be any assistance, sir?

- Please call if you require assistance

- To assist (v) : giúp đở, tham gia

Ex: - could you assist me to solve this problem?

- Single (a) : đơn

Ex: - I need a single room

- Available (a) : cử dụng đựơc, rảnh rang Ex: - These tickets are available for three days only

- Are you available for the party next week?  SENTENCE MODELS

- We have no record of your reservation

- Under whose name was the reservation made? - May I be any assistance?

- Thanks for your waiting - How long you plan to stay?

- How many guests will there be in your group? - Who made the reservation, please?

UNIT 3: BOOKING ROOM FOR THE DELEGATION  CONVERSATION

R: Room Reservation Good morning May I help you?

G: I’d like to make a reservation Our delegation will be visiting Ho Chi Minh City at the end of this month

R: Which day would that be? G: From July 25th.

R: How long you plan to stay? G: One week, please

R: How many people are there in your delegation?

R: Please hold on for a while Let me check the reservation list and see if we have enough vacancy (Checking) Thanks for your waiting We can book you ten double rooms for those days

G: Thank you How much is a double room per day? R: 200000 VND for a double room per day

G: Is there any special rate for a group reservation? R: Yes, we offer a 15% discount

G: Great I confirm the booking then R: could you fill in the form?

G: Here you are Is everything done?

R: Just a moment You should pay a deposit of 200000 VND G: No problem Here you are

R: Thank you Please keep the receipt G: Good-bye

R: Good-bye

 VOCABULARY

- Delegation (n) : phái đoàn, đoàn đại biểu - To delegate (v) : ủy quyền, ủy thác, giao phó

- To delegate somebody to undertake a task : cử làm nhiệm cụ

- How long : bao laâu

Ex: - How long have you been to China? - To book (v) : đặt trước

Ex: - Have you booked tickets for tonight picture?

- How much : bao nhieâu

Ex: - How much is the pen?

- to offer (v) : biếu, tặng, cung cấp Ex: - They offered a special rate for us

- to deposit (v) : đặt tiền cọc, đặt xuống Ex: - We would like you to deposit a day’s rate

- He deposited the notebook on the desk

- Receipt (n) : biên lai, biên nhận, hóa đơn Ex: - I’ve just got a receipt for money spent

 SENTENCE MODELS

- How many days you wish to stay? - When did you make the reservation, sir? - How long will you be staying?

- We can confirm the booking now - Sorry to have kept you waiting, sir - How much is the suite?

UNIT 4: THE ROOM IS FULLY BOOKED  CONVERSATION

R: Good evening, madam What can I for you? G: Good evening I’d like to make a reservation R: Which kind of room you prefer?

G: A single room R: For which date?

G: February 3rd, next Friday, please.

R: Could you hold the line, please? I’ll check our reservation list (Checking) Thank you for your waiting I’m afraid the single room is fully booked for that day

R: Can you change your reservation date? We have rooms available on February 4th.

G: No, thanks I’ll come to your city for a meeting on February 3rd and I’ll leave on

February 4th.

R: We may have cancellations Could you call us again closer to the date? G: Sure, but if you have any cancellations, could you let me know as soon as

possible?

R: Certainly May I have your name and phone number?

G: It’s Mrs Wood and the number is 00852-23435454 Thanks, good-bye R: You are welcome Good-bye

 VOCABULARY

- Would like : thích, muốn

Ex: - Would you like to have a drink of water? - I’d like to have a cup of coffee

- to cancel (v) : hủy bỏ, xóa Ex: - He cancelled his order for the car

- The year-end sales meeting was cancelled  SENTENCE MODELS

- I’m sorry all our rooms are fully occupied - I’m afraid the hotel is fully booked for that day - I’m sorry rooms facing the garden are all full

- I’m afraid we won’t be able to guarantee you a single room on those dates - Unfortunately, the hotel is full for this Friday

- Sorry, we are fully booked

UNIT 5: CHANGING THE RESERVATION  CONVERSATION

R: Room Reservation May I help you? G: Yes, I’d like to change my reservation R: May I have your name?

G: Susan, I made a reservation for two days from March 1st I’d like to extend it for

one more day

R: For days from March 1st until March 3rd.

G: That’s right

R: Will there be any change in your room type?

G: Yes, I’d forget to tell you that If possible I’d like to change the single room to a suite

R: No problem We’ll extend the reservation and change the single room to suite One suite for three days, right?

G: That’s right Thank you Good-bye R: You are welcome Good-bye

 VOCABULARY

- To forget (v) : quean

Ex: - Sorry, I have forgotten his name

- I’m very sorry that I forgot posting the letters for you - To extend (v) : kéo dài, mở rộng

Ex: - Would you like to extend your visit for a few days? - He extended his hand to her

- I’m honored to extend our warmest welcome to you - To extend something to someone : đưa cho  SENTENCE MODELS

- How long you intend to stay? - What kind of room would you prefer? - When you want the room?

UNIT 6: CANCELLING THE RESERVATION  CONVERSATION

R: Room Reservation May I help you, sir? G: I’d like to cancel a reservation

R: Under whose name was the reservation made? G: Peter Smith

R: When did you make the reservation? G: Yesterday

R: A double room for May 4th Is that right?

G: That’s right

R: Thank you I’ll cancel the reservation for you G: Thanks

R: You are welcome

 SENTENCE MODELS

- If you have anything you need, just ring the Reception - If you want any help, just press the button

- Is there a restaurant in the hotel? - What time you serve meals?

- Could you tell me what services does your hotel offer? - I’d like to know about the fitness facilities

CHAPTER II: RECEPTION

UNIT 1: RESERVED ROOM  CONVERSATION

R: Good morning What can I for you?

G: Good morning I’m Peter Wood I made a reservation yesterday

R: Just a minute, Mr Wood Yes, we have a reservation A suite Is that right? G: Yes But I prefer a single room to a suite, if possible

R: I’m afraid that our single rooms are fully occupied G: That’s all right

G: Where is the room? R: On the 17th floor.

G: I’d like a spacious room, if possible

R: Yes This one is spacious and I’m sure you will find it very comfortable G: Thanks I’ll take it

R: Please fill in the registration form G: Here you are

R: Thank you Will you go to the room now? G: Yes, please

R: Here’s your room key, Mr Wood Would you please give the key to the reception desk when you go out?

G: Yes, I will

R: Your room number is 1710 The bellman will take you to your room

 VOCABULARY

- To occupy (v) : chiếm đóng, chốn chỗ

Ex: - We were informed that our capital had been occupied - Many disappointments occupy my mind

- My brother occupies an important position in the board of directors - Spacious (a) : rộng rãi

Ex: - The hall is so spacious that it can accommodate over 200 people - Comfortable (a) : thoải mái

Ex: - I’d like to buy a comfortable chair - I feel very comfortable to stay at home - To register (v) : đăng ký, biểu lộ

Ex: - Where should I register for the new company?

- After hearing the news, his face registered astonishment  SENTENCE MODELS

- We have a single room ready for you on the 20th floor.

- We can offer you a suite on the 10th floor.

- I booked a double room here for tonight - We have reserved you a double room

- The travel agency has arranged for a single room for me

- My company has arranged for a suite for my family and myself - Sorry, but we have a single room on the top floor

UNIT 2: UNBOOKED ROOM.  CONVERSATION

R: Good afternoon, sir May I help you? G: Good afternoon Can I have a single room? R: Have you made a reservation?

G: Not yet

R: Just a moment I’ll check if there are rooms available

R: There are single room at 150000 VND and 230000 VND available Which one would you prefer?

G: The room at 230000 VND sounds good to me I’ll take it R: Please fill in the registration form

G: Here you are Is everything done?

R: Just a minute, sir Our hotel policy requires one day’s room charge for deposit to those who haven’t made a reservation

G: No problem Here you are

R: Thank you Here’s your receipt Please keep it Your room is 2124 on the 20th

floor Here’s your key The bellman will take you to your room G: Thank you

R: You are welcome Wish you a nice stay in our hotel

 VOCABULARY

- to stay (v) : lại

Ex: - I will stay to see what will happen - They invited me to stay for supper - She decided to stay single

- He always stays sober

- To check (v) : kieåm tra

Ex: - How could you check his statements? - I want to check out now

- To sound (v) : nghe nhö

Ex: - It sounds reasonable

- To fill (v) : chứa đầy, điền vào, bổ nhiệm Ex: - Why the room is filled with smoke?

- Please fill in the application form - Do you know who will fill the vacancy?  SENTENCE MODELS

- May I see your passport, please? - Have you got any other identification? - Could you sign your name here? - Could you fill in this form, please? - Your passport, please

- May I have your signature?

- Would you please fill up the form?

A: Attendant T: Tour leader

A: Good afternoon Who is the tour leader, please? T: It’s me You can call me Henry

A: How you do? Welcome to our hotel I’m Thuy I’d like to reconfirm the schedule for the period of your stay

T: I see

A: Is there any change in the number of your group? T: Yes, there are two more

A: So should you have one more double room? T: Yes

A: Your check-out tome is at 7:30 tomorrow morning Has there been any change in your schedule?

T: Yes We’d like to change our check-out time to 8:00 tomorrow morning

A: We’ll arrange a morning call at 7:00 a.m and the breakfast at 7:30 Will that be fine?

G: That’s fine Thank you A: You are welcome

 VOCABULARY

- To call (v) : goïi, keâu

Ex: - Her name is Susan, but we all call her little rabbit - Could you call me at tomorrow morning?

- It seems that someone is calling - To change (v) : thay đổi Ex: - My plan will not change

- Do you want to change the room?

- Could you change this 50-dollar note for me? - To arrange (v) : xếp, chuẩn bị

Ex: - It’s very difficult to arrange disputes among children - He’s arranging the next day’s work

 SENTENCE MODELS - Here’s your key

- The bellman will take you to your room - The lift is over there

- The bellman will bring up your luggage - The bellman will take you up

- Your luggage will be sent up immediately

CHAPTER III: LUGGAGE SERVICE

 CONVERSATION B: Bellman

G: Guest

B: Good afternoon, sir Welcome to the International Hotel G: Good afternoon

B: How many pieces of luggage you have in all? G: Just these two

B: One suitcase and one bag Is that right? G: Yes, that’s all

B: I’ll show you to the Reception This way, please G: Thanks

B: I’ll show you to your room when you have completed check-in G: Fine, thanks

B: You are welcome Wish you a nice stay in our hotel

 VOCABULARY

- How many : bao nhieâu

Ex: - How many people are there in your group? - How many of them were absent?

- Could you tell me how many of the windows were broken? - To show (v) : chỉ, dẫn, trình chiếu

Ex: - What will be showing at the cinema tomorrow night? - I was shown into the dining-room

- Reception (n) : chiêu đãi, tiếp nhận Ex: - The house has a reception room

- We plan to hold a reception for the new members - The new novel had a warm reception

- To wish (v) : ước, chúc

Ex: - I wish I knew what has happened

- She wishes she could meet him this winter - Wish you good luck!

 SENTENCE MODELS

- How many pieces of luggage you have?

- Is there anything valuable or breakable in your suitcase? - I’ll show you to the Front Desk

- You have one suitcase and one bag - Is that right?

B: Good evening, sir I’ll show you to your room G: Good evening

B: How many pieces of luggage you have? G: Three

B: You have two suitcases and one bag Is that right? G: Yes, that’s right

B: Is there anything breakable or valuable in your bag?

G: Oh, yes There is a digital camera in the bag which is very expensive B: Could you carry this bag yourself, sir? I’m afraid the camera might break G: No problem It seems there are many people today

B: Yes, there is a product promotion meeting held here tonight This way, please The lift is over there

G: Really? Which kind of product? B: Some kinds of electronic products G: Do you know when it begins?

B: Sorry, I don’t know If you want to know about it, you can ask the Inquiry G: Thank you

B: Here’s you room

 VOCABULARY

- To break (v) : vỡ, gay, phá vỡ Ex: - The boy broke his leg

- Who broke the clock?

- When the factory broke, many workers were ruined - Valuable (a) : có giá trị

Ex: - It’s a valuable discovery

- The diamond necklace is very valuable

- To seem (v) : dường

Ex: - There seems to be no objections to the motion - It seems to be raining

- The book seems to be very boring

- To want (v) : muoán, can

Ex: - The baby wants a person to look after - She wants to be a doctor

- Your shirt wants washing

- It wants half an hour to the meeting time  SENTENCE MODELS

- May I put your suitcase here? - Here is the Hoan My Hotel

- Would you like to open the window? - Watch your step, madam

- Is this all you have?

UNIT 3: AFTER CARRYING THE LUGGAGE INTO THE ROOM.  CONVERSATION

B: Here’s your room May I have your room key, please? G: Here you are

B: Where would you like to have this luggage put? G: Just leave them here

B: Here’s your key

G: Could you help me to hang the suit in the closet? B: Certainly

G: Thank you

B: Anything else I can for you?

G: Could you open the window for me? I want some fresh air B: Ok

G: Is there a Hotel Guide? B: Yes It is in the desk drawer

G: I see I want to write to a friend Are there stationeries? B: Yes They are also in the desk drawer

G: Fine

B: Anything else I can do, sir?

G: Could you please close the window and open the air-conditioner? B: Ok

G: Thanks

B: Hope you a happy stay in our hotel

 VOCABULARY

- To hang (v) : treo

Ex: - The lamp hanging from the ceiling is very beautiful - He was hanged from murder

- To write (v) : vieát

Ex: - Should we write in ink?

- Please write down the address in case you forget it - He is planning to write a new novel

- To close (v) : đóng, chấm dứt, kết thúc

Ex: - Did you close all the doors and windows when you went out? - The museum will be close tomorrow

- It’s time to close the discussion

- To open (v) : mở, khai trương

Ex: - Please open the box

 SENTENCE MODELS - I’d like to leave it with you

- Could you post these letters for me?

- Could you bring me a bottle of boiled water? - How to open the TV?

- Where is the control of the air-conditioner? - What’s the time for room service?

UNIT 4: MISDELIVERING THE LUGGAGE  CONVERSATION

R: Reception G: Guest B: Bellman

R: Reception What can I for you?

G: Yes I’ve been waiting for my luggage to be sent up for almost half an hour Where is it?

R: I’m terribly sorry to hear that May I have your name and room number, sir? G: Wood Room 1142

R: Mr Wood How many pieces of luggage you have in all? G: Two suitcases and one bag

R: Could you describe them?

G: The suitcases are grey and the bag is blue Both are made of leather R: Is there any name tag attached to them?

G: Yes, all of them have tags

R: I’ll check them for you as soon as possible Please hang the line at first and I’ll call you back soon Sorry for all the troubles brought to you

R: Is that Mr Wood? This is Reception We’ve found your luggage G: Where are they?

R: They are misdelivered to the other Mr Wood, who has the exactly same name as you

G: I see

R: Now your luggage is sent up to your room and you’ll have it within five minutes Please accept our apology for such carelessness

G: That’s all right

B: Bellman May I come in, sir? G: Come in

B: I’m very sorry for the delay It happens to have a client of the same name with you

G: That’s all right

G: That’s right By the way, could you tell me where the business center of the hotel is?

B: It’s on the first floor of the main building G: Thank you

B: Anything else I can for you? G: No, thanks

B: Hope you a nice stay in our hotel

 VOCABULARY

- To send (v) : gửi, đưa, làm cho (ai) trở thành Ex: - Could you send a message for him on behalf of me?

- Mary was sent to bed

- The noise is sending him crazy - To describe (v) : mô tả

Ex: - It’s very difficult to describe my feeling - He describes him as a politician

- To bring (v) : mang

Ex: - Please bring me a glass of water

- The happy news brought tears to his eyes

- They could not bring themselves to believe the death of their beloved teacher

- To attach (v) : đính kèm

Ex: - Have you attached label to the luggage? - No blame attaches to her

 SENTENCE MODELS - Where is my luggage?

- Could you pick up the luggage for me? - May I help you with your luggage, madam? - Is this everything?

- Please keep your tag well?

- Where should I collect the luggage?

UNIT 5: HELPING GUESTS PICK UP THE LUGGAGE  CONVERSATION

R: Reception G: Guest B: Bellman

R: Reception What can I for you?

G: I’m going to check out soon Could you send a bellman to pick up my luggage? R: Certainly May I have your name and room number, sir?

R: We’ll send a bellman to your room immediately G: Thank you

B: Bellman, sir May I come in? G: Come in, please

B: I’ve come for your luggage

G: Thank you Could you take the suitcase and the bag? B: Certainly, sir Is this all?

G: Yes

B: Is there anything valuable or breakable in your bag? G: No

B: This is your name-tag, sir We’ll keep your luggage at the Reception Could you pick them up here?

G: Ok Thanks B: You are welcome

 VOCABULARY

- To pick (v) : nhặt, hái, theo Ex: - Could you pick the fruit for me? - Which way you pick?

- To keep (v) : giữ

Ex: - She asked the angry man to keep calm

- What kept you from participating in the contest? - Keep the change, please

 SENTENCE MODELS - Here’s your tag

- Could you please check that everything is here? - Could you come down to pick up the luggage? - Please make sure that your bags are all packed - Sorry for having kept you waiting

- The cloakroom is open until 10 p.m

UNIT 6: PICKING UP THE LUGGAGE.  CONVERSATION

R: Receptionist G: Guest

R: Good afternoon, madam May I help you?

G: Good afternoon I left my luggage with you this morning R: May I have your tag, madam?

G: Here you are

R: You are welcome

 NEW WORD

- To leave (v) : bỏ đi, bỏ lại, để quean Ex: - When will you leave Paris?

- Could you leave the matter in my hand? - Please leave word with my secretary - He left the research to his assistant - Did she leave anything for me?

CHAPTER IV: ROOM SERVICES

UNIT 1: MAKING UP THE ROOM  CONVERSATION

R: Reception G: Guest

R: Reception What can I for you, sir?

G: Could you send someone to make up my room now? I have a very important appointment in my room at 10:00

R: Certainly, sir May I have your name and room number? G: Smith from room 2124

R: We’ll send a housemaid to your room immediately Please wait for a minute G: Thanks By the way, could you also ask her to bring me a bottle of just boiled

water? R: No problem

 VOCABULARY

- To make up : dọn dẹp, trang ñieåm

Ex: - Could you help me to make up the books? - Your bed still needs to be made up

- It takes her more than half an hour to make up - Appointment (n) : cuoäc heïn

Ex: - I have an appointment this afternoon

- Could you make an appointment with the dentist for me?  SENTENCE MODELS

- Your room will be ready in half an hour - Could you made up my room first?