17--ENGLISH-FOR-HOTEL-MANAGEMENT-COMBINE

ENGLISH
FOR HOTEL
MANAGEMENT

436 Judul Buku

Indeks 437

ENGLISH
FOR HOTEL
MANAGEMENT

Dwi Iswahyuni
Angela Bayu Pertama Sari

ENGLISH FOR HOTEL MANAGEMENT
oleh Dwi Iswahyuni; Angela Bayu Pertama Sari
Hak Cipta © 2020 pada penulis
Edisi Pertama; Cetakan Pertama ~ 2020

Ruko Jambusari 7A Yogyakarta 55283
Telp: 0274-889398; 0274-882262; Fax: 0274-889057;
Hak Cipta dilindungi undang-undang. Dilarang memperbanyak atau memindahkan sebagian
atau seluruh isi buku ini dalam bentuk apa pun, secara elektronis maupun mekanis,
termasuk memfotokopi, merekam, atau dengan teknik perekaman lainnya, tanpa izin tertulis
dari penerbit.
ISBN: 978-623-228-427-2
Buku ini tersedia sumber elektronisnya

DATA BUKU:
Format: 17 x 24 cm; Jml. Hal.: xii + 100; Kertas Isi: HVS 70 gram; Tinta Isi: BW/Colour;
Kertas Cover: Ivori 260 gram; Tinta Cover: Colour; Finishing: Perfect Binding: Laminasi Doff.

BA B ..

PREFACE

I n hotel management field, mastering English is such a need.
Especially for the staffs, it is essential for them to understand some
English terms related to the hotel. Also, having an excellent ability in
English can help them to achieve meaningful communication or avoid
misunderstanding when they handle foreign guests. Regarding these
reasons, this book aims to give insights into English in hotel management.

For those who want to gain knowledge about English in hotel
management this book comes to be “the bridge”. Except for the given
information itself, this book is also systematically arranged. There are
several sub-chapters under a chapter, such as the overview of the topic,
conversation, grammar focus, reading, and exercises. Furthermore, this
book strives to deliver some materials such as the hotel industry; hotel
organization (front office); front office activities (receptionist); front office
activities (telephone operator); reservation, handling an early arrival and an
extended booking; regretting a booking; reservation for special purposes
(banquet meeting and wedding party); giving information about prices;
cashier and paying methods; information about restaurant; popular terms
in restaurant; and food and beverages.

vi English for Hotel Management

Having accomplished this book, we would like to express our
greatest gratitude to God for His blessing. Our countless thanks go as well
to our family and the big family of Universitas Bina Sarana Informatika
who have given endless support for us.

Yogyakarta, March 2019

Dwi Iswahyuni
Angela Bayu Pertama Sari

BA B ..

TABLE OF CONTENTS

PREFACE v
TABLE OF CONTENTS vii
LIST OF FIGURES xi
LIST OF TABLES xiii

CHAPTER1 THE HOTEL INDUSTRY 1
1.1 A Brief Overview 1
1.2 Conversation 3
1.3 Grammar Focus 4
1.4 Practice Time 6

CHAPTER 2 HOTEL ORGANIZATION: FRONT OFFICE 9
2.1 A Brief Overview 9
2.2 Conversation 10
2.3 Grammar Focus 11
2.4 Practice Time 12

CHAPTER 3 FRONT OFFICE ACTIVITIES: RECEPTIONIST 15
3.1. A Brief Overview 15
3.2 Conversation 16
3.3 Grammar Focus 18
3.4 Practice Time 18

viii English for Hotel Management

CHAPTER 4 FRONT OFFICE ACTIVITIES:TELEPHONE 21
CHAPTER 5 OPERATOR
CHAPTER 6 4.1 A Brief Overview 21
CHAPTER 7 4.2 Conversation 22
CHAPTER 8 4.3 Grammar Focus 23
CHAPTER 9 4.4 Practice Time 23

RESERVATION, HANDLING AN EARLY ARRIVAL 25

AND AN EXTENDED BOOKING

5.1 A Brief Overview 25

5.2 Conversation 26

5.3 Grammar Focus 29

5.4 Practice Time 31

REGRETTING A BOOKING 33
6.1 A Brief Overview 33
6.2 Conversation 33
6.3 Grammar Focus 34
6.4 Practice Time 35

RESERVATION FOR SPECIAL PURPOSE 37
7.1 A Brief Overview 37
7.2 Conversation 38
7.3 Grammar Focus 39
7.4 Let’s Read! 39
7.5 Practice Time 40

GIVING INFORMATION ABOUT PRICES 43
8.1 A Brief Overview 43
8.2 Conversation 44
8.3 Grammar Focus 46
8.4 Let’s Read! 46
8.5 Practice Time 47

CASHIER AND PAYING METHODS 49
9.1 A Brief Overview 49
9.2 Conversation 50

Table of Contents ix

9.3 Grammar Focus 51
9.4 Let’s Read! 51
9.5 Practice Time 52

CHAPTER 10 INFORMATION ABOUT RESTAURANTS 55
10.1 A Brief Overview 55
10.2 Conversation 56
10.3 Grammar Focus 58
10.4 Let’s Read! 58
10.5 Practice Time 59

CHAPTER 11 POPULAR TERMS IN RESTAURANTS 61
11.1 A Brief Overview 61
11.2 Conversation 61
11.3 Grammar Focus 62
11.4 Let’s Read! 63
11.5 Practice Time 64

CHAPTER 12 FOOD AND BEVERAGES 67
12.1 A Brief Overview 67
12.2 Conversation 69
12.3 Grammar Focus 70
12.4 Let’s Read! 70
12.5 Practice Time 71

REFERENCES 73
GLOSSARY 75
INDEKS 77
ABOUT THE AUTHORS 79

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x English for Hotel Management

BA B ..

LIST OF FIGURES

Figure 1.1 The Pattern of Simple Present Tense 4
Figure 12.1 Fish Steak Gindara 68
Figure 12.2 Ayam Taliwang 68
Figure 12.3 Soup Tom Yam Gong 68
Figure 12.4 Chicken Steak with Pasta 69

-oo0oo-

xii English for Hotel Management

BA B ..

LIST OF TABLES

Table 3.1 Expressions of Offering Help 18
Table 5.1 The Pattern of Simple Future Tense 30
Table 6.1 Expressions of Apologizing 34
Table 10.1 The use of “Have To” and “Must” 58
Table 11.1 The Use of "Would You Mind." 63
Table 12.1 The Possessive noun with ‘s 70

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xiv English for Hotel Management

CHA PTER 1

THE HOTEL INDUSTRY

1.1 A Brief Overview

T he hotel industry has developed rapidly nowadays. The
development of this industry is spurred by the amount of demand.
The term ‘hotel’ itself deals with ‘accommodation’ (Sutisna, 2008).
A hotel is currently no longer a place which is merely used as an
accommodation for travelers or tourists. As time goes by, hotel endeavors
to offer many services, such as for meeting, seminar, wedding, etc.
Moreover, to welcome the Industry 4.0 (the fourth industrial revolution),
the hotel industry will be forced to create a lot of innovative services
indeed.

There are various hotel categories. They are as follows.

a. Based on a number of rooms, there are five kinds of the hotel (Andrew,

2008). They are as follows.

1) Small hotel : this kind of hotel has 25 rooms or less.

2) Medium hotel : this kind of hotel has 26-100 rooms.

3) Large hotel : this kind of hotel has 101-300 rooms.

4) Very large hotel : this kind of hotel has 300-1000 rooms.

5) Mega hotel : this kind of hotel has more than 1000 rooms.

2 English for Hotel Management

b. Hotels can also be categorized based on the type of clientele (Andrew,
2008). The following are the kinds of hotels which belong to this
category.
1) Business hotel
2) Group hotel
3) Family hotel
4) Convention hotel
5) Youth hostels

c. Based on the assessment of the Tourist Office, there are five kinds of
hotels (Sutisna, 2008). They are as follows.
Melati hotel

This kind of hotel can also be called as “inn,” which is on a small scale
and usually run by the proprietor himself. In this hotel, all bedrooms
are completed with hot and cold water. Moreover, the main meals are
served to the guests who stay in the hotel, whereas for the guests who
do not stay, the meals may be limited or even not available especially
on the weekend.

Two-star hotel

This kind of hotel has a higher standard of accommodation, better
facilities. and wider choice of meals.

Three-star hotel

This kind of hotel has more various accommodation completed with
private bathroom/shower, and the meals are served to either the
guests who stay or do not stay in the hotel.

Four-star hotel

This is a very good hotel in which it serves a high standard of cuisine.

Five-star hotel

The five-star hotel is a luxurious hotel offering very high standards of
accommodations, service, and comfort.

The Hotel Industry 3

1.2 Conversation

Practice the following conversation with your partner!

Ken : “Hi Riko, how’s life?”
Riko : “I’m great, thanks. How about you, Ken?”
Ken : “I’m fine, too. Hmm...by the way, I am going to visit Jogja next

Riko month with my family.”
Ken : “That sounds great!”
Riko : “Absolutely!”
Ken : “How long will you visit Jogja?”
: “Hmm...perhaps for about four days. I’m going to book the hotel
Riko
Ken as soon as possible, but I don’t know the recommended one. Any
suggestions?”
Riko : “Hmm...let me ask you first. What places are you going to visit?”
: “I haven’t had a plan yet, but my mother wants to go to
Ken Malioboro.”
Riko : “Well, how about Mutiara Hotel? It’s near Malioboro. You only
need around five minutes to go to Malioboro on foot.”
Ken : “That sounds nice! Hmm...what about the facilities there?”
: “As far as I know, its facilities are quite complete. It has various
Riko types of rooms such as superior, deluxe, executive suite, etc.
Ken Moreover, the hotel provides a swimming pool, spa, shopping
Riko arcades, and coffee shop.”
: “Hmm... it sounds nice! It seems that it belongs to the four-star
Ken hotel.”
Riko : “I guess so.”
: “Ok, thank you. I’ll consider it.”
: “You’re welcome. Hmm...actually, there are some hotels near
Malioboro, but I need to gain more information about the other
hotels except the Mutiara Hotel. I’ll call you as soon as I’ve
obtained the information.”
: “Wow, how kind you are! Thanks a million!”
: “My pleasure, Ken.”

4 English for Hotel Management

Ken : “By the way, I’m sorry, I think I should hang up the phone because
I must go to the campus right now.”
Riko
Ken : “That’s alright. Have a nice day!”
: “Thanks, you too.”

1.3 Grammar Focus

Pay attention to the bold words in the conversation above! Can you guess the tense
used in the sentences containing those words?

Simple Present Tense

− This tense is used to express habitual activities and general statements
of fact and timeless truth (Azar, 2002).

− The following is the pattern of simple present tense.

Figure 1.1 The Pattern of Simple Present Tense

The Hotel Industry 5

Notes:

−S : Subject
−V : Verb
−O : Object
− Adv
−N : Adverb
− Adj : Noun
− don’t
− doesn’t : Adjective
: do not
: does not

Adverb of time:

Always, usually, often, sometimes, seldom, today, every day, every week,
every month, once a week, etc.

6 English for Hotel Management

Examples:

(+) His mother wants to go to Malioboro.
( - ) His mother doesn’t want to go to Malioboro.
( ? ) Does his mother want to go to Malioboro?

Yes, she does.
No, she doesn’t.

(+) They want to go to Malioboro.
( - ) They don’t want to go to Malioboro.
( ? ) Do they want to go to Malioboro?

Yes, they do.
No, they don’t.

(+) It is near Malioboro.
( - ) It isn’t near Malioboro.
( ? ) Is it near Malioboro?

Yes, it is.
No, it isn’t.

1.4 Practice Time

Activity 1

Answer the following questions!

1. Explain the definition of a hotel with your own words!
2. Mention some kinds of hotel based on the number of rooms, type of

clientele, and the assessment of Tourist Office!
3. In your opinion, how is the development of the hotel industry in the

current era? And what are the facilities that should be provided by a
hotel in the era of the fourth industrial revolution?
4. Have you ever visited or stayed in a hotel? Tell your experience about
it!

The Hotel Industry 7

Activity 2

Fill in the blanks using the correct verbs, be, and auxiliary verbs of simple present
tense!

1. Ruth usually__________ (spend) her holiday by traveling.
2. This hotel __________ (be) very luxurious.
3. The facilities in that hotel _________ (be) quite complete.
4. I __________ (have) breakfast everyday before going to campus.
5. Marry and James ________ (not go) to campus everyday.
6. I ________ (be) very happy today.
7. Shally and Rasya _________ (be) my classmates.
8. The hotel staffs ________ (be) very friendly.
9. My cousin ________ (not stay) in this hotel.
10. Unfortunately, he ________ (not obtain) enough information about it

-oo0oo-

8 English for Hotel Management

CHA PTER 2

HOTEL ORGANIZATION: FRONT OFFICE

2.1 A Brief Overview

A hotel organization consists of several departments. Although
each department has its duties or responsibilities, all
departments should work cooperatively one another since they
are unity. In other words, hotel operations should be well organized.

One of the departments in a hotel is the front office. The front office is
positioned on the front side of the hotel. This department takes a very
significant role since it welcomes the guests and becomes an information
center. Also, the front office staffs should have good demeanor because
they will reflect the first impression of a hotel (Sutisna, 2008).

The front office department has several main duties. First, it sells
rooms. Here, this department processes reservations and all
communications with persons looking for accommodation in the hotel.
Second, as front desk, it enrolls guests and assigns rooms. Third, as a
service function, it handles all mail, telegrams, and messages for guests;
provides information; keeping the accounts of guests, rendering bills, and
receiving payments thereof (Negi, 2014).

Moreover, there are several main functions of front office such as
selling accommodation and facilities in the hotel; receiving and registering
incoming guest; organizing the guest check out including settlement of

10 English for Hotel Management

their bills; related to incoming and out going letters; dealing with telephone
and other means of communication; and dealing with inquiries, complaints
and information (Sutisna, 2008). Furthermore, there are four sections in the
front office. They are a reception, information, reservation, and concierge/
uniform service or bellboy (Sutisna, 2008).

In summary, the tasks of front office encompass welcoming,
receiving, and registering guests; providing information; dealing with mail,
telegrams, messages, and telephone; processing reservations including
allocating rooms; receiving payments; and helping guests when they check-
in, check-out or other requests. Also, the front office staff should have a
good attitude in serving the guests.

2.2 Conversation

Practice the following conversation!

Receptionist : “Good evening Ma’am, may I help you?”

Guest : “Good evening, I’m Grace, and I have stayed here for two

nights with my sister. Unfortunately, she is sick now, and

she forgets bringing her medicine. Do you know the

nearest drugstore here?”

Receptionist : “Oh I’m sorry to hear that, Ma’am. Well, there is a GWS

drugstore. It isn’t far from here.”

Guest : “Hmm... is it a 24-hour-drugstore?”

Receptionist : “Yes, Ma’am.”

Guest : “Thanks, God! How can I get there?”

Receptionist : “Well, from this hotel, just turn right and go straight on

until you reach Graha Bank. The drugstore is across the

bank and near the traffic light.”

Guest : “Alright, hmm...can I go there on foot?”

Receptionist : “Of course, Ma’am. It isn’t far from here.”

Guest : “Ok, thank you very much for the information. It’s very

helpful.”

Hotel Organization: Front Office 11

Receptionist : “ You’re welcome, Ma’am. Hopefully, your sister will get

better soon.“

Guest : “Thank you.”

2.3 Grammar Focus

An Introduction to Modal Auxiliaries in English

− Modal auxiliaries generally reveal speakers’ attitude. For example,
modals can express that a speaker feels something is important,
advisable, permissible, possible; and they can convey the strength of
those attitudes.

− The basic modal auxiliaries in English include can, could, had better, may,
might, must, ought (to), shall, should, will, and would.

− Each modal has more than one meaning or use.
− The examples of the uses of basic modals are as follows:

a. She can read it.
b. She could read it.
c. She had better read it.
d. She may read it.
e. She might read it.
f. She must read it.
g. She ought to read it.
h. I shall read it.
i. I should read it.
j. She will read it.
k. She would read it.

Notes: Modals do not take a final –s; they are followed immediately by
the simple form of a verb (e.g., must read); and the only
exception is ought, which is followed by an infinitive (to + the
simple form of a verb), e.g., ought to read.

− Moreover, there are also phrasal modals. Phrasal modals are common
expressions whose meanings are similar to those of some of the modal
auxiliaries. For example: be able to be similar to can; be going to is similar

12 English for Hotel Management

to a will. Also, an infinitive (to + the simple form of a verb) is used in these
similar expressions. Furthermore, the examples of phrasal modals can,
be going to, be supposed to, have to, and have got to. The following are the
examples of the uses of phrasal modals:
a. She can read it.
b. She has to read it.
c. She is going to read it.

(Azar, 2002)

2.4 Practice Time

Answer the following questions!

1. What do you know about the front office?
2. Explain the duties of the front office!
3. How should a front office staff behave?
4. Mention some good characters a front office staff must have and bad

characters that must be avoided by a front office staff!

Activity 2

Complete the following conversation using the appropriate expressions and
responses!

Receptionist : “Good morning, Ma’am. (1) ......................... ?”
Guest : “Yes, (2) ......................... ?”
Receptionist : ”Yes, Ma’am. It opens 24 hours.”
Guest : “Good. (3) .............................. ?”
Receptionist : “It’s on the third floor, Ma’am.”
Guest : “Alright, hmm.. and one more thing, is there any spa
here?”
Receptionist : “(4)....................... It’s on the second floor.”
Guest : “Well, thank you very much.”
Receptionist : “(5)....................................... .”

Hotel Organization: Front Office 13

Activity 3
1. Make some sentences using modals!
2. Create a conversation dealing with the front office!

-oo0oo-

14 English for Hotel Management

CHA PTER 3

FRONT OFFICE ACTIVITIES: RECEPTIONIST

3.1. A Brief Overview

R eceptionist belongs to front office department. The receptionist
can be defined as a person who registers guests, allocates room
for guests, handles all messages for guests, updates the room rack
including the in-house guests, and makes a list of the guests who want to
leave the hotel (Sutisna, 2008). Moreover, the jobs of a hotel receptionist
include welcoming guests as they arrive, assigning rooms to guests, giving
guests their keys, taking and passing on messages, checking guests in and
out of the hotel, handling foreign exchange, preparing guests’ bills and
taking payments, and assisting guests with any special requests (Negi,
Jagmohan M.J., 2013). In other words, the duties of a receptionist
encompass welcoming the guests, registering guests, handling the room
bookings, and helping guests of any special requests.

Some several activities are undertaken by a receptionist when a guest
arrives in the hotel (Negi, 2014) are as follows.
1. Checking the day's arrival rack that the guest has a reservation when a

guest arrives;
2. Checking the correspondence in the file and giving registration card to

the guest;

16 English for Hotel Management

3. Asking the guest to write information on the grc (guest registration
card) or sign the register;

4. Taking a card from the guest check and completing it;
5. Checking and assigning the ready room;
6. Preparing a welcome card;
7. Checking mail or message, if any; and
8. Giving the key to the guest.

3.2 Conversation

Practice the following conversations!

Guest Check-in (1 )

Receptionist : “Good afternoon Sir, may I help you?”
Guest : “Good afternoon. I am Steve Gerald. I have a reservation

Receptionist for five days.”
: “Welcome to Cozy Hotel, Mr. Gerald. Would you fill this
Guest
Receptionist registration form?”
: “Of course.”
: “Thank you, Mr. Gerald. Here is your key, the keycard,

and a bellboy will escort you to the room, have a nice stay
with us.”

(Sutisna, 2008)

Guest Check-in ( 2 )

Receptionist : “Good morning, Sir. May I help you?”

Guest : “Good morning. Can I have a room tonight for two

days?”

Receptionist : “Certainly, Sir. May I have your name please?”

Guest : “I am John Bill.”

Receptionist : “Alright, Mr. Bill, there is a single room until May 10th.

Could you fill in this registration form while I prepare

your key?”

Guest : “Sure. Let me see…hmm...why do you need this passport

details?”

Front Office Activities: Receptionist 17

Receptionist : “They are for the police department. We have to ask this

information by law.”

Guest : “Ok, here you are.”

Receptionist : “Well, here is your key Mr. Bill. Your room number is 401,

on the 4th floor and the daily rate is Rp 400.000 and here in

your keycard. It tells you all about the service in the hotel.

You should carry it at all times; you’ll need it as

identification in hotel bars, or restaurant. If you want to

have a drink or meals, it will be charged to your

account.”

Guest : “Alright, I’ll take good care of that. By the way, is it

possible for me to get something to eat in the late

evening?”

Receptionist : “Yes, sure, Sir. Our coffee shop opens 24 hours.”

Guest : “That sounds nice; thank you very much.”

Receptionist : “You’re welcome, Sir.”

(Sutisna, 2008)

Guest Check-out

Receptionist : “Good afternoon, Ma’am. How may I help you?”

Guest : “Good afternoon. My stay is over, and I’m checking out

now.”

Receptionist : “Well, may I have your room number, Ma’am?”

Guest : “It’s 206.”

Receptionist : “Just a moment please....here is your bill, Ma’am.”

Guest : “Alright. Thanks. Here is the key.”

Receptionist : “Thank you, Ma’am. How was your stay here? Did you

enjoy it?”

Guest : “Actually yes, this hotel is great enough, and the facilities

are quite complete. I like the coffee shop and the

swimming pool a lot. However, it was rather noisy last

night.”

Receptionist : “We are sorry for the inconvenience, Ma’am. We

guarantee it won’t happen again.”

18 English for Hotel Management

Guest : “It’s ok.”

Receptionist : “Thank you very much for your stay, Ma’am. We hope

you can visit us again and have a wonderful trip!”

Guest : “You’re welcome.”

(Vazokiray, 2014)

3.3 Grammar Focus

Expressions of Offering Help
Table 3.1 Expressions of Offering Help

Expressions of Offering Help Responses
− May I help you? − Yes, please.
− How may I help you? − That would be great. Thank
− Could I help you?
− Can I help you? you.
− How can I help you? − That would be nice. Thanks.
− What can I do for you? − No, thanks.
− Would you like me to... ?
− Would you like some help?
− May I...?
− Shall I...?

3.4 Practice Time

Activity 1

Answer the following questions!

1. What are the responsibilities of a receptionist?
2. What are the activities carried out by a receptionist when a guest

arrives in the hotel?
3. Create a simple conversation between a receptionist and a guest!

Front Office Activities: Receptionist 19

Activity 2

Complete the following conversation using the appropriate expressions!

Receptionist : “Good afternoon, Sir. (1) ..........................?”

Guest : “Good afternoon. I’d like a room for two nights.”

Receptionist : “(2).........................?”

Guest : “My name is Robert Steward.”

Receptionist : “Alright Sir, (3)...............................?”

Guest : “I’m sorry; I can’t see the form clearly because I’ve got

troubles with my eyes.”

Receptionist : “Well, no worries, Sir. (4) ........................ ?”

Guest : “Yes, please. Thank you very much.”

Receptionist : “My pleasure, Sir.

Receptionist : “Well, (5) ............................ . A bellboy will escort you to

the room.”

Guest : “Ok, thank you.”

Receptionist : “You’re welcome, Sir. Have a nice stay!”

-oo0oo-

20 English for Hotel Management

CHA PTER 4

FRONT OFFICE ACTIVITIES:

TELEPHONE OPERATOR

4.1 A Brief Overview

A telephone operator is one of the parts of the front office
department. The existence of a telephone operator is very
necessary. It links the communication either within hotel staffs
or beyond the hotel staffs. The main responsibilities of a telephone operator
are to receive and deliver the incoming and outgoing calls from or to a
certain department that should be connected to the right extension (Sutisna,
2008).

Some notes that should be highlighted by a telephone operator while
he/she is on the phone (Sutisna, 2008) are as follows.
− Preparing a notepad and pen;
− Picking up the phone on maximum three times ringing;
− Greeting the caller and identifying himself/herself;
− Respecting the caller;
− Using brief and concise utterances; and
− Speaking in a courteous manner and avoid debate.

Meanwhile, some expressions usually used in receiving phone calls
are listed below (Sutisna, 2008).

22 English for Hotel Management

− “What can I do for you?”
− “May I help you?”
− “Good morning/ afternoon/ evening!”
− “ I am sorry... “.
− “ Could you repeat that please ?”
− “ Thank you.“
− “ Certainly Sir “ / Certainly Ma’am.”
− “ Please hold on “
− “ I will connect you with …”
− “ You’re welcome.”
− “ Thank you for calling us “
− “Thank you for letting us know about it “
− “ I am sorry the line is busy; would you like to wait or call back later on?”

To sum up, in receiving a call, a telephone operator should be
courteous and have a good attitude. Also, she or he should greet and offer
help to the caller first. Moreover, in speaking to the caller, a telephone
operator shouldn’t raise her or his voice and should avoid debate.

4.2 Conversation

Practice the following conversation!

Telephone Operator: “Good morning, Cozy Hotel, how may I help you?”

Mr. Smith : “Good morning. I am John Smith. I’ve tried to call
my friend, but I couldn’t. He stays in your hotel. His
name is Andrew Bill, and if I’m not mistaken, he
stays in room 232. Would you please connect me to
him?”

Telephone Operator: “Yes, of course, Sir. Please wait for a while.”

Mr. Smith : “Ok, thank you.”
***

Front Office Activities: Telephone Operator 23

Telephone Operator: “I am sorry, Sir. The line is busy. Would you like to
call back later?”
Mr. Smith : “Hmm... that’s okay. I’ll try to call him again later.
Thank you.”
Telephone Operator: “You’re welcome, Sir.”

4.3 Grammar Focus

The Uses of Modals in Polite Requests

The examples of these polite requests are as follows.

− Would you fill in the form (please)?
− Will you (please) fill in the form?
− Could you fill in the form (please)?
− Can you (please) fill in the form?

Notes:

− Would you and will you have the same meaning, but would you is more
polite.

− Can you is often used informally. It’s less polite than would you or could
you.
(Azar, 2002)

4.4 Practice Time

Activity 1

Answer the following questions!

1. What are the duties of a telephone operator?
2. What should be noted by a telephone operator when he/ she is on the

phone?
3. Make a conversation dealing with the telephone operator!

24 English for Hotel Management

Activity 2

Complete the following conversation using the appropriate words from the box!

Telephone Operator : “Good afternoon, Mulia Hotel, how may I
(1)______ you?”
Mr. John : “Good afternoon. I’ve (2)_____ to call my brother,
but I couldn’t. He stays in your hotel. (3)_____ you
Telephone Operator : please (4)____ me to him?”
“Certainly, Sir. (5)_____ you give me your (6)_____
Mr. John : and his name?”
“I am John, and my brother is Tom Gates.”
Telephone Operator : “Alright, Sir. Wait a (7)_______, please.”

***

Telephone Operator : “Good afternoon Mr. Gates. There is a (8)______

for you. It’s from Mr. John.”

Mr. Gates : “Ok, thank you.”

could name moment call
connect tried help would

-oo0oo-

CHA PTER 5

RESERVATION, HANDLING AN EARLY ARRIVAL

AND AN EXTENDED BOOKING

5.1 A Brief Overview

Reservation

T he duties of reservation department are to receive and confirm all
bookings made by the guests; record the room bookings; and
make a weekly forecast of room situation, a monthly report, and
make the report of the guests’ statistics. Furthermore, some important notes
dealing with reservation are as follows.
− The task of a reservation staff is to obtain the data of the guests.
− A confirmation letter/fax is needed in case the hotel is in full

occupancy.
− The date of the letter has to be made and clearly written.
− A reservation staff can offer to book in another hotel of the same grade

to the guest when the hotel room is full, and the guest name hasn’t
been listed yet.
− Reservation can be made by telephone, letter, fax, etc.
− A reservation staff should handle every reserved room and the changes
to the reservations.
− A reservation staff should make a weekly forecast.
− A reservation staff should send a confirmation letter.

(Sutisna, 2008)

26 English for Hotel Management

Handling An Early Arrival

Early arrival may happen in a hotel. This early arrival means the guest
arrives before the reserved arrival time or date. In this case, the reservation
staff should check the reservation list so that it can be known whether there
is still an available room or not. If there is available room for the guest, the
reservation staff should change the booking immediately and inform other
departments especially housekeeping to prepare the room. Here, there
should no any extra charge. Meanwhile, if the rooms are fully booked, the
reservation staff should assist the guest if he/she wants to find a room in
another hotel.

(Sutisna, 2008)

Handling An Extended Booking

As an early arrival, an extended booking may also happen in a hotel. An
extended booking means that the guest lengthens his/ her stay in which it
can be for one or several days. In this case, the decision of accepting or
refusing the extended booking is made based on the list of reservation. If
there is still an available room, the reservation staff should process it, but if
the rooms are fully booked, the reservation staff should help the guest if
he/she wants to get a room in another hotel.

(Sutisna, 2008)

5.2 Conversation

Practice the following conversations!

Reservation

Receptionist : “Good morning, Sir. Welcome to Podomoro Hotel. What
Guest can I do for you?”

Receptionist : “Good morning. I’d like to make a reservation for next
weekend. Are there two rooms available for that
weekend?”

: “May I know your arrival date, Sir?”

Reservation, Handling An Early Arrival And An Extended Booking 27

Guest : “It’s June 14th.”

Receptionist : “Let me check first. Please wait a minute, Sir.”

***

Receptionist : “Thanks for waiting, Sir. Fortunately, we have several
rooms available for that date.
Guest
Receptionist : “Great!”
Guest : “How long will you be staying, Sir?”
Receptionist : “I’ll be staying for three nights.”
Guest : “What types of rooms do you need?”
Receptionist : “I want a standard room with twin beds and a suite room.”
: “Well, we have three standard rooms, four deluxe rooms
Guest
and two suite rooms available for that weekend.
Receptionist Unfortunately, those standard rooms are with double
beds.”
Guest : “Hmm... alright then. A standard room with a double bed
Receptionist doesn’t matter for me. How about the rate?”
Guest : “Well, they are Rp 300.000 per night for the standard room,
Receptionist Rp 400.000 per night for a deluxe room, and Rp 750.000 per
Guest night for the suite room. The rate hasn’t encompassed the
Receptionist tax yet.”
Guest : “Ok, I’d like to have a standard room and a suite room.”
Receptionist : “Ok, Sir. Would you like a poolside room?”
Guest : “That sounds nice!”
Receptionist : “Alright, Sir. I’ll find you a poolside suite room.”
Guest : “Many thanks.”
Receptionist : “My pleasure, Sir. May I have your name?”
Guest : “I am John Smith.”
: “Pardon me, Sir. Is it J-O-N-S-M-I-T-H ?”
: “No, it’s J-O-H-N.”
: “Oh, I’m sorry Sir. I’ll correct it.
: “It’s ok.”
: “Next, may I have your phone number, Sir?”
: “My phone number is 088855665432.”

28 English for Hotel Management

Receptionist : “Ok, Sir. How would you pay the charge?”
Guest : “I’ll pay it with my credit card.”
Receptionist : “May I know the type of card?
Guest : “Sure. It’s Visa, the number is 867456777, and the
Receptionist
cardholder is me.”
Guest : “Alright Mr. Smith, your reservation has been made for
Receptionist
June 14th until 17th in which the reserved rooms are one
standard room with a double bed and one pool side suite
room. Also, the check-in time is at 1 pm. If you have any
other questions, please feel free to contact us.”
: “Ok, thank you very much.”
: “You’re welcome, Sir. See you and have a nice day!”

Handling An Early Arrival

Receptionist : “Good afternoon, Podomoro Hotel, may I help you?”
Guest : “Good afternoon. I have reserved a room in your hotel for

Receptionist Friday this week. However, I wanna change my arrival
Guest since there is an urgent agenda.”
Receptionist : “Alright, Sir. May I have your full name?”
Guest : “I am Billy Watson.”
: “Ok, Mr. Watson. When will you arrive at the hotel?”
Receptionist : “I will be there on Wednesday at 3 pm. Is there any room
available for me on that date?”
Guest : “Just a moment please, Sir. Hmm...your room number is
Receptionist 206, and there is no reservation three days before that date.
Guest Would you like to stay in the same room as the reserved
Receptionist one?”
Guest : “Yes, please.”
Receptionist : “Alright Sir. I’ll process it and prepare your room.”
: “Thank you very much.”
: “My pleasure, Sir. Is there anything else I can do for you?”
: “No, thanks.”
: “Well, thank you, Sir.”

Reservation, Handling An Early Arrival And An Extended Booking 29

Handling An Extended Booking

Receptionist : “Good morning, Ma’am. How may I help you?”
Guest : “Good morning. I am supposed to check out today, but I

Receptionist should stay three more days here. Is it possible for me to
extend my stay?”
Guest : “Please wait a moment, Ma’am. I’ll check it first... well, for
Receptionist the next two days, that will be fine, but for the last day, we
Guest are extremely sorry, you can’t extend your stay since we’re
Receptionist fully booked.”
Guest : “That’s so sad.”
: “Would you mind if I helped you to find a room in another
Receptionist hotel?”
Guest : “Of course not. That will be very nice.”
Receptionist : “Ok Ma’am. Please have a seat. I’ll contact the other hotel
near here.”
: “Alright. Thanks a lot. Hmm... wait a minute. I’m sorry, I
just remember that I must go now to meet my friend. Is it
okay if I come back later?”
: “Certainly, Ma’am. I’ll inform you later.”
: “Thank you very much. That’s very kind of you.”
: “My pleasure, Ma’am.”

5.3 Grammar Focus

Simple Future Tense

− The use of simple future tense is to express events that happen in
future time.

− The pattern and examples are as follows.

30 English for Hotel Management

Table 5.1 The Pattern of Simple Future Tense

Pattern Examples

Positive Subject + will + verb 1 John will arrive here
sentence tomorrow.

Negative Subject + will not + John will not arrive
Sentence verb 1 here tomorrow.

Subject + won’t + verb John won’t arrive
1 here tomorrow.

Will Interrogative Will + subject + verb 1 Will John arrive
sentence here tomorrow?
be going
to Positive Subject + will + be + John will be here
sentence non verb next week.

Negative Subject + will not + be John will not be here
Sentence + non verb next week.

Subject + won’t + be + John won’t be here
non verb next week.

Interrogative Will + subject + be + Will John be here
next week?
Sentence non verb
John is going to
Positive Subject + is/am/are + arrive here
Sentence going to + verb 1 tomorrow.

Negative Subject + is/am/are + John isn’t going to
Sentence not + going to + verb 1 arrive here
tomorrow.
Interrogative is/am/are + subject +
Is John going to
Sentence going to + verb 1 arrive here
tomorrow?
Positive Subject + is/am/are +
Sentence going to + be + non John is going to be
verb here next week.
Negative
Sentence Subject + is/am/are + John isn’t going to
not + going to + be + be here next week.
Interrogative non verb
Sentence Is John going to be
is/am/are + subject + here next week?
going to + be + non
verb

Reservation, Handling An Early Arrival And An Extended Booking 31

− Shall is also can be used in the simple future tense in which the subjects
must be I or we. However, shall is uncommon in American English, and
it is used more frequently in British English than in American English.
Example: We shall accomplish our work tomorrow.

− Adverb of time:
• Tomorrow
• Next ... (next week, next month, etc.)

(Azar, 2002)

5.4 Practice Time

Activity 1
Answer the following questions!

1. What are the duties of a reservation staff?
2. What do you know about handling an early arrival and an extended

booking!
3. Create a conversation dealing with reservation, handling an early

arrival, or handling an extended booking!

Activity 2

Complete the following conversation using the appropriate words from the box!

Receptionist : “Good evening, Jasmine Hotel, (1)______ I help you?”

Guest : “Good evening. I have (2)_______ a room in your hotel for

tomorrow. I’m (3) ________ to arrive tomorrow at 5 pm.

However, I want to change my arrival (4)_________.”

Receptionist : “Alright, Sir. May I have your name?”

Guest : “I am Gerald Stephan.”

Receptionist : “Ok, Mr. Stephan. When (5)_____ you (6)_________ in the

hotel?”

Guest : “I will (7)_____ there at 8 am. Is there any room (8)_______

for me at that time?”

Receptionist : “(9)______ a moment please, Sir.

***

32 English for Hotel Management

Receptionist : “Your room is still available at that time.”

Guest : “Great!”

Receptionist : “Alright Sir. I’ll (10)_______ your room.”

Guest : “Thank you very much.”

Receptionist : “You are welcome, Sir.

wait available prepare reserved be

may arrive time supposed will

-oo0oo-

CHA PTER 7

RESERVATION FOR SPECIAL PURPOSE

7.1 A Brief Overview (Negi, 2014)

Banqueting activities:

a. Conferences
b. Cocktail party
c. Wedding parties
d. Formal and informal luncheon
e. Dinner parties
f. Arisan and other private functions

Banqueting duties:

a. Booking function

b. Assisting in selecting menus

c. Give effective and efficient services

d. Ordering the flowers

e. Calculating the cost of the rooms, food, beverages, other necessities

f. Ensure that all is served properly by the staffs (Negi, 2014)

38 English for Hotel Management

7.2 Conversation

Practice the following conversations!

Arranging Wedding Party

Banquet staff : “Hello, good afternoon. This is Lia speaking may I help

you?”

Jony : “Hello, good afternoon. May I ask for some information

dealing with banquet service for the wedding party?”

Banquet staff : “Certainly, Sir. May I know how many guests will attend

the party?”

Jony : “I guess there will be approximately 1000 people who come

to our party.”

Banquet staff : “Great, thank you for your information, Sir. Then, do you

expect to have a certain theme for your party?”

Jony : “Hmmm… not really, but my fiance wish the venue to be

dominated with pink color. It will be nice if you use pink

flowers for the decoration.”

Banquet staff : “Ok, well noted Sir. We will decorate it as you wish. Is

there any other request?”

Jony : “So far, nope.”

Banquet staff : “Then, dealing with the menu, have you decided the menu

for the party?”

Jony : “I haven’t talked about that yet. Should I answer it now?”

Banquet staff : “Of course no, Sir. Or maybe may we have your email

address so that we can send you the detail of the menu,

prices and other services that you may need for the

wedding party?”

Jony : “That sounds better. I need time to discuss with my fiance

about the detail of it. This is my email address

[email protected]”

Banquet staff : “Thank you, Sir. We will send the detail information right

away.

Thank you for calling us, and we are hoping for our future patronage.”

Jony : “You’re welcome. Bye”

Reservation for Special Purpose 39

7.3 Grammar Focus

Present Perfect Tense
In the Indonesian language, we commonly recognize it as “sudah”
It expresses something that happens before now.

Have/ Has + V3 (Azar, 2002)

Examples:

I have watched the movies.
She hasn’t finished her homework
Have you ever seen snow?
Has He ever visited this place?
We have had breakfast already.

7.4 Let’s Read!

Arisan n the Hotel

Mrs. Teti is a busy housewife. Every day she prepares what is needed by
her husband and her kids. She starts her activity at 04:00 in the morning
and goes to bed usually at 22:00 after her husband comes home. She does
all her jobs with a warm smile, and all is done nicely. She is such an
inspiring housewife and very lovely mom.

Not only works dealing with the house core, but she is also active in
any organization especially motherhood community that is commonly
known in Indonesia as arisan. It is a typical monthly or weekly activity that
is attended by women who have already been married. It becomes an
informal social event in which all participants must pay a certain amount of
money, and the total money will be given to one person who is decided
based on the lottery. One of the participants must host the event that is
commonly in their houses.

In this occasion, Mrs. Teti gets the turn to host arisan. She has a plan
to host it differently. Luckily, several days ago she got a brochure from

40 English for Hotel Management

SUKA Hotel which offers a package of arisan. She read it carefully and
finally decided to use SUKA Hotel for hosting arisan.

Mrs. Teti called the SUKA Hotel and ordered the banquet service for
the arisan event. She chose the menu, the room, the decoration, and also fun
souvenir for her friends. The hotel also gave Master of Ceremony for free to
make the event more fun. Mrs. Teti then does not have to be busy in
preparing her house to host the arisan because everything will be done in
the hotel.

On the day of arisan, Mrs. Teti’s friends were very surprised and
happy because they got a very satisfying service from the hotel. They have
ideas to always do arisan in hotels.

7.5 Practice Time

Activity 1

Please do this exercise based on the reading passage of “Mrs. Teti’s Arisan!

1. What is the occupation of Mrs. Teti?
2. How often is arisan held?
3. Where is the location of arisan hosted by Mrs. Teti?
4. What is the free service given by the hotel for the arisan event?
5. Do Mrs. Teti’s friends feel excited with the arisan in the hotel?

Activity 2

Please do this exercise by relating to “Present Perfect Tense”!

1. My father …. (arrive) in my boarding house last weekend.
2. This week, I …. (have) three tests that make me dizzy.
3. I … (know) Sinta for six years.
4. The university … (start) many new programs for their students.
5. He … (listen) to the Ed Sheeran’s newest song.