English Hotel

English for hotel INSTRUCTIONAL MATERIAL

Unit Aims Listening Language focus Cultural corner Speaking Soft skills CHECKING IN & CHECKING OUT To be able to To be able to To be able to To be able to ask for a customer's personal information in English know how to write or fill in the information in the reservation form use appropriate conversation related to the situation of checking in and checking out make polite questions (making an offer/request in English) Room bookings , confirmation letters Past tense Present perfect Making requests Question tags Dates and times Vocabulary of types of room Different hiddenmeaning of body language and Gestures Dealing with changes in Check-in and checkout Problem - solving skills TABLE OF CONTENTS E N G L IS H F O R H O T E L I N S T R U C T I O N A L M A T E R I A L 1

1 E n j o y yo u r s tay: E n g l i s h f o r h o t e l UNIT 1 : CHECKING IN & CHECKING OUT Objectives To be able to ask for a customer's personal information in English To be able to know how to write or fill in the information in the reservation form To be able to use appropriate conversation related to the situation of checking in and checking out To be able to make polite questions (making an offer/request in English)

2 UNIT 2 : CHECKING IN & CHECKING OUT Listen to the following words below. Notice the different vowel sound in each word. Could /kʊd/ Service /ˈsɜː(r)vɪs/ Madam /ˈmædəm/ Reservation /ˌrezə(r)ˈveɪʃ(ə)n/ Key /kiː/ Sign /saɪn/ Spell /spel/ Room /ruːm/ Explain /ɪkˈspleɪn/ Of course /əv ˈ kɔːs/ Enjoy /ɪnˈdʒɔɪ/ Floor /flɔː(r)/ Bill /bɪl/ Charge /tʃɑː(r)dʒ/ Check /tʃek/ Stay /steɪ/ Lis t e nin g Pronunciation Practice: Direction: Take turn pronouncing different words above with your partner. Listening

3 Task A : Match the definition with words in the box. Lis t e nin g ………….........……….. 1. A piece of metal with a special shape used for locking a door, starting a car, etc. (n.) ……………..........……. 2. To tell somebody about something in a way that makes it easy to understand. (v.) ……………..........……. 3. To get pleasure from something. (adj.) ……………..........……. 4. An arrangement for a seat on a plane or train, a room in a hotel, etc. to be kept for you. (n.) …………..........………. 5. The amount of money that somebody asks for goods and services. (n.) ……………..........……. 6. To continue to be in a particular place for a period of time without moving away. (v.) ……………….............. 7. A document that shows how much you owe somebody for goods or services. (n.) Key Task B : Write the words in the box with the pictures. Air conditioning Jacuzzi Wake-up calling Laundry Double room Reception Listening Explain Bill Key Enjoy Charge Stay Reservation

4 Lis t e nin g Guest Registration Guest’s Full Name Date of Arrival Company Affiliation Method of Payment Check out time Address Telephone Number Room Rate Guest Registration card is filled by the guest during check-in. It is a very important document from where a front desk agent gets all the information about the guest. A registration card is created by front desk agent where they puts all necessary data of the guests. Registration card holds some basic information such as: Guest Registration Phone Call : Direction: Listen to the audio then fill out the information you hear in the registration form. The Big Apple Hotel Registration Form Surname First Name Address City Country Postal E-mail Passport/ID NO. Arrival Date From Departure Date Next Destination Total Of Nights Type Room Requested Signature Room NO. Rate Payment [ ] Cash [ ] Credit card [ ] Online Direct Debit [ ] Others Remark: NO VISITORS ARE ALLOWED IN GUEST ROOMS The Big Apple Hotel will not be held responsible for any valuable and personal property, safe deposit boxes are available, free of charge, at the front desk and a personal safe in your room. Room rates are subject to 10% service charge and 7% government tax. Listening

5 Being clear and polite : Listen to these sentences and repeat them. Good evening sir, good evening madam. Could you spell that, please? That's a double room with bath and balcony. for three nights. Could you sign? Here's your key. It's room 401, on the fourth floor. I'll call a porter. Lis t e nin g Listen to the conversation and check your answers. You will hear the conversation about. Please mark the sentences G(uest) or R(eceptionist). Then put the sentences in order to make the dialogue between the guest and the receptionist completed. …R….. …1….. Good evening sir, good evening madam. ………. ……… Thank you, Bouvier, yes, ...so that's a double room with bath and balcony for three ………. ……… Thank you sir, here's your key. It's on the fourth floor, room 401. ………. ……… Yes, of course. ………. ……… Could you just sign here, please? ………. ……… B-O-U-V-I-E-R. ………. ……… Could you spell that, please? ………. ……… Thank you. ………. ……… Good evening, we have a reservation, the name's Bouvier. ………. …6..… That's right. ………. ……… I'll call a porter. ………. ……… Enjoy your stay. Listening

6 GUEST ………. Could you explain these items on my bill, please? EMPLOYEE ………. That's the usual practice, the laundry is charged separately. EMPLOYEE ………. Is everything OK now, madam GUEST ………. Why are there two charges for dry cleaning and laundry? EMPLOYEE ………. I'll check again. EMPLOYEE ………. That's the 10% service charge in lieu of gratuities. EMPLOYEE ………. Yes, our records show you made three calls overseas GUEST ………. Oh, I see. And did I really make three phone calls overseas? GUEST ………. Oh, did I really? EMPLOYEE ………. Certainly, madam, what would you like to know? GUEST ………. But what's this 10% charge? GUEST ………. Yes, I think so. Being clear and polite : Listen to these sentences and repeat them. What would you like to know? That's the usual practice. That's the 10% service charge in lieu of gratuities. That's for the car you ordered last week. Is everything OK now, sir? I hope you enjoyed your stay. Have a good day, madam, and we hope to see you again. . Lis t e nin g 1 12 Listening Listen to the conversation and check your answers. A guest is asking the hotel employee questions about the bill. Listen to the conversation and number the sentences you hear in the correct order.

7 UNIT 2 : CHECKING IN & CHECKING OUT Language Focus L a n g u a g e F o c u s Would you like + noun? Would you like to + V.1 ……….? Would you like me to + V.1 ……….? Making an offer / Describe types of room and their rates Sometimes Hotel receptionists can offer guests with a special deal of room rates, types or other services. Offers often begin with "Would you like..?" and examples are given below e.g. would you like a room with a river view ? e.g. Would you like to have an extra bed ? e.g. Would you like me to book you the room with Jakuzzi ? There are many ways for hotel receptionists/staff to form an appropriate request in English when checking in. One way to increase the politeness of a request is to add modal verbs (might, would, could, should, etc.). Look at the following example : May I have your name please? Could I take a look at your booking confirmation please? Would you be able to show me your booking ID please? Should I take a look at the lD card? Modals and Polite Request Could you show us a booking number, Would you May I see your passport, Shall we What type/ kind of room would you like, miss? please? Note: - "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".

8 L a n g u a g e F o c u s Present perfect Experiences The Unfinished Past Have/Has (ever) + verb 3 ? have/has (never) not + verb 3 >>>>> “Negative” Hotel front desk conversation When check out, Hotel feont dest could form the sentence using present perfect to talk about experiences up to the present. e.g. Have you used the mini-bar today? I have never stayed in Queen room. have/has + verb 3 (past participle) To talk about a finished event or state in the very recent past. e.g. The hotel has recently opened new mini-bar. Mr. Jones has just left the hotel. Language Focus Present Result have / has + verb 3 (past participle) To talk about present result, this means something which happened in the past and is still important now, in the present. e.g. Mr. Smith has lost his room key. Have you booked Master Suite?

9 L a n g u a g e F o c u s Past tense : Queries on the bill Study the language when the guest queries items on the bill and when the hotel employee explains these items. Look at the way the past tense is used in following conversation. Situation 1 Guest Could you explain these items on my bill, please? Employee That's for the service charge for your spa, sir. Guest I thought I only made two times. Employee Our records show you made three times. Situation 2 Guest: Excuse me I thought it was TH฿ 1,200 even. That's what they said yesterday when we checked in. Receptionist: Yes, but there is an extra room charge on your bill. Guest: Oh, I forgot. My husband ordered a plate of nachos. Sorry. Receptionist: No problem. So...Now it's TH฿ 1,300, you are charged TH฿ 100 extra I'll just need to ask you for your room keys please. Language Focus Situation 3 Receptionist: Here is your bill now. For 5 nights you have been charged for TH฿ 1,750, TH฿ 350 for each night and other cost is for laundry and room service you made during this time. In total your bill is TH฿ 400. Guest: Let me check my bill please. Receptionist: Sure sir. No problem. Take your time. Guest: OK. I guess everything is OK. Now, i like to pay by credit card. Any problem? Receptionist: Not at all. May i have your card, please? Guest: Here it is.

10 L a n g u a g e F o c u s Language Focus Practice : Task A : Put the past participle of the verb into the correct place and rewrite the sentence. 1. Have you it yet? (do) 2. Has Mrs. Wilson the hotel yet? (leave) 3. Have you my luggage on the bus? (put) 4. She hasn't packing yet. (finish) 5. I think you have a mistake. (make) 6. Have you your tickets? (get) 7. Has he the bill? (pay) 8. I think this credit card has. (expire) Task B : Put the words in the correct order. 1. done / Have / everything / you 2. haven’t / No / yet / I 3. you / identification / any / Have / got / any 4. are / have / Yes / you / I / here 5. check / Has / out / she / yet 6. out / Yes / checked / just / she’s 7. yet / he / bill / paid / Has / the 8. hasn’t / No / he Language Focus TASK 1

11 L a n g u a g e F o c u s Language Focus Practice : Task A : Look at the picture. Make the polite questions offering and requesting in check in/out. Could I have a room on the lower floor, please? Task B : Write the past form of these following verbs then choose 3 verbs to form sentences. think …………………… phone ……………..... make ……………… .. pay …………………… have ………………… go ………………… expire …………………… order ………………… leave ………………… do …………………… enjoy ………………… say ………………… Language Focus TASK 2 Sentence 1: ................................................................................................................................................................ Sentence 2: ............................................................................................................................................................... Sentence 3: ...............................................................................................................................................................

UNIT 2 : CHECKING IN & CHECKING OUT 12 Cultural corner C ult u r al c o r n e r Calling guests For a male guest, Mr. Smith. For a female guest, she calls, Ms. Smith. Ms. Can be used for married or unmarried women. Before a receptionist knows the guest’s name, she calls the male guest sir. It is polite to call a female guest madam in British English, and in American English ma’am is used. When the receptionist has already known the guest’s name, she personalizes using the guest’s last name with a polite title, for example, Note: Calling guests (Avoid using first name) Different interpretation on hand gestures around the world Hand gestures Meaning Countries • Which is generally accepted to mean “good or yes”. • But it’s pretty offensive in Iran, Afghanistan and Greece. • It has been a hard rock standard for decades in Italy, you’re telling someone their spouse is “unfaithful” The “Thumbs up” The “devil horns” Nonverbal communication and body language are important in the hospitality industry. We must understand how to use our body language (posture, gestures, and eye contact) to stand out, establish trust, and obtain credibility from clients. Tip :

Cultural corner C ult u r al c o r n e r Hand gestures Meaning Countries • This may mean “okay” in Englishspeaking countries. • It’s considered rude in Brazil. Where Richard Nixon was booed for using it. • The gesture can be translated to mean money in Japan • In France, it can mean zero or worthless. • Don’t cross your fingers for luck in Vietnam. It’s considered rude and obscene • Giving things to hotel guests with both hands to Japanese/ Korean guests • How to do the proper of hand shaking to international hotel clients/guests Eye contact and Facial expression 13 • It means just that in the US. In the UK and Australia, it can mean “up yours” (it’s okay to do it with your palm facing out) The “peace sign”

14 Guess the words. A: I don’t understand. D: Please have a seat F: Could I use you phone? J: Could I have your credit card, please? Cultural corner C ult u r al c o r n e r Physical Message Pair work : Direction: Take turns trying to communicate the following words or phrases to your partner. You may choose randomly from A. to L. Don't say anything to your partner. Use only body. Act out the words. STEP 1 STEP 2 STEP 3 Check the box next to the correct guess. B: Here’s the key C: Follow me. E: Please sit over there. G: I have a question H: Speak louder, please. I: Good bye. K: You go first.. L: Thank you. good morning

15 Yes No Yes No Yes No Cultural corner C ult u r al c o r n e r Making a good first impression is important. Even before you say your first word, your posture and eye contact should show the audience that you are clam and well-prepared, confident and ready. SET YOUR FEET Place your feet shoulder-width apart. Balance your weight evenly on both feet. SET YOUR HANDS Hold your hands together. Keep them about waist high in front of you. EYE CONTACT Look at the audience PRESENTATION VOICE Take a deep voice. Louder and clear WELCOME SMILING good morning Yes No Yes No SET YOUR FEET SET YOUR HANDS EYE CONTACT PRESENTATION VOICE WELCOME SMILING Checklists Comments Posture and eye contact for hotel staffs : Direction: Work in group of five. Form a line. One by one, walk to the front of the group and practice greeting, set your posture in front of the suests. Then evaliate your frend periormance using the check posture and eye contact checkist below. Posture and Eye Contact Practice :

16 UNIT 1 : CHECKING IN & CHECKING OUT Speaking S p e a kin g Instruction: In pairs. Take a role as a hotel front desk and a guest making a conversation on checking in / checking out. Use some necessary grammar and cultural awareness information you have learnt from this chapter. Act out in class and then the teacher evaluates each performance using Roleplay evaluation sheet below. Role Play For teacher : Assessment of : Name ........................................................ Name ........................................................ Task is achieved through some of task requirements. Task achievement Discourse management The ability to express ideas and opinions in coherent, connected speech. (Presenting the constant flow of language) Pronunciation Accurate and consistent used of most aspect of pronunciation Interactive Communication The ability to interact with other students, the ability to respond appropriately to questions, the use of functional language and strategies to maintain or repair interaction. Total (20) : 1 = insufficient 2 = barely sufficient 3 = sufficient 4= good 5 = excellent 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 Comments

STUDENT B : Receptionist Resort Season Hotel - Type of room? - How many nights? - Room TH฿ 1,100 a night - Breakfast included - Gym, internet access and car parking. - Way of paying? STUDENT B : Receptionist Resort Season Hotel - Type of room? - How many nights? - Room TH฿ 1,890 a night - Breakfast included - Gym, internet access and car parking. - Way of paying? Speaking S p e a kin g Role Play STUDENT A : Costumer Name : Charles Mckeen - Double room - Three nights - Price per night? - Meals included? - Facilities? - Pay by cash Direction: In pairs. One partner acts as the receptionist and the other acts as a guest by using the information presented in the role card. (Each pair will be randomly selected the role card by the teacher) Act out in front of the class and listen to the teacher’s feedback. STUDENT A : Costumer Name : Charles Mckeen - Double room - Three nights - Price per night? - Meals included? - Facilities - Pay by cash STUDENT A : Costumer Name : Steven Andrews - Single room - Four nights -Price per night? - Meals included? - Facilities - Pay by credit card -Card number: 1525 222548586473 STUDENT B : Receptionist Park Island Hotel - Type of room? - How many nights? - Room TH฿ 2,640 a night - Breakfast included - Gym, internet access and car parking, spa and swimming pool - Way of paying? - Credit card number? 17

STUDENT A : Costumer Name : Steven Andrews - Single room - four nights - Price per night? - Meals included? - Facilities - Pay by credit card - Card number: 1525 2225 4858 STUDENT B: Receptionist Star Hotel - Type of room? - How many nights? - Room TH฿ 2,210 a night - Breakfast and lunch included - Gym, internet access, spa. - Way of paying? - Credit card number? STUDENT B : Receptionist Park Island Hotel - Type of room? - How many nights? - Room TH฿ 3,510 a night - Breakfast included - Gym, internet access and car parking, spa and swimming pool - Way of paying? - Credit card number? STUDENT A : Costumer Namne : Jackie Molland - Double room - Three nights - Price per night? - Meals included? - facilities - Pay by credit card - Card number: 4924 5596 23582236 STUDENT B : Receptionist Star Hotel -Type of room? - How many nights? - Room TH฿ 1,163 a night - Breakfast and lunch included - Gym, internet access, spa - Way of paying? - Credit card number? S p e a kin g STUDENT A : Costumer Name : Jackie Molland - Double room -Three nights - Price per night? - Meals included? - Facilities - Pay by credit card - Card number: 4924 5596 23582236 Speaking 18

19 UNIT 2 : CHECKING IN & CHECKING OUT Soft Skills : Common Complaints Booking Problems The shuttle didn’t come to pick me up at the airport I reserved a nonsmoking room, not a smoking one. Check out Problems The bill for my room is incorrect. We’ll have this sorted out by the time you’re ready to check out. Handling Guest Complaints Keep eye contact. Give him/her your full attention. Put yourself in the person’s shoes. Show concern. Use active listening; listen without interrupting. Offer to help resolve the situation. Don’t minimize the situation or ignore the person’s emotions. Ways to apologize to guests We'd like to give you a free [upgrade/ night's stay/tour...] We'd like to upgrade you to a [luxury suite/king deluxe/twin executive suite] Please accept our apologies. [Your meal/drink...] is free of charge/on the house/complimentary. To show you how sorry we are, we're giving you a(n) [( number)] percent discount. Here are some coupons for [breakfast/ a massage/the spa..] S o ft S kills Problem - Solving Skills

20 Customer: Hello, I would like to register a complaint. I reserved an ocean view, but I am staring at the street. Staff: I apologize for the inconvenience, unfortunately all of our ocean view rooms are taken. Customer: I'm sorry, that is not good enough. I reserved that room for a reason. Can you upgrade me to a better room with a window view? Staff: I'm sorry sir, unfortunately there is not much we can do in this situation, our corporate office has outlined specific actions to take in this situation, and I am afraid they are not very flexible on this point. Here is the corporate customer service number, please feel free to give them a call and share your complaint. Customer: Are you serious?! This is outrageous?! Is this how you treat all your customers?! Staff: I am very sorry about the mix up. Let me check the neighboring hotels to see if they have any ocean view rooms open. The cost is about the same and we would be more than happy to make the reservation and help you get all of your baggage moved. Customer: Oh... That’s okay. Thank you for the offer though. S o ft S kills Underline sentences on how staff handing the complaint or apologizing to guests. Soft Skills Direction: In pairs, Create conversation "Guest and Receptionist" from the given situation and then act out in class (take turn) Even though the guest had reserved a room with a Jacuzzi, when he arrives at the hotel, he is given a room without one. He is frustrated by this since he had just arrived from a long and exhausting fight and needed to get some rest. Then he complained to the hotel employees about the problem. How would you handle this situation if you were a hotel employee ? Soft Skills : Problem - Solving Skills Scenario to practice

HOSPITALITY ENGLISH FOR HOTEL English for hotel