E-book

CREATED BY Kanokpan Thiamdee

English for International Communication
Faculty of Liberal Arts
Rajamangala University of Technology Rattanakosin

This project is a part of the Co-operative Education subject
(ALA4304). The purpose of this project is to make a new staff at
Grand Tower Inn Sathon Hotel easier to understand job
responsibilities and able to perform duties efficiently.

I hope my project can develop the hotel staff to have a
quality and prompt service.

Kanokpan Thiamdee

3601060141112

PAGE

Grand Tower Inn Sathorn Hotel 1
2
Security
2
Responsibilities 3
Conversations 3
3
- In case of walking-in 4
- In case of asking for a smoking area 4
5
Receptionist 5
6
Responsibilities
Conversations 7
8
- In case of wanting to check-in (reserved)
- In the case of calling to reserve a room with

the hotel
- In case of wanting to check out
- In case of asking for directions

PAGE

Maid 9
9
Responsibilities 10
Conversations 10

- In the case of request permission to 10
clean the room
11
- In case of requesting an appointment for
cleaning the room 11
11
- In case of requesting an extra bed in the 12
room 12

- In case of electrical problems
- In case of asking for an internal call
- In case of losing something
-In case of needing laundry

Food and Beverage 13

Responsibilities 13
Conversations 14
- In the case of having breakfast (reserved) 14
- In case of waiting too long for food 14

1

Grand Tower Inn
Sathorn Hotel

Grand Tower Inn Sathorn Hotel is located in the Silom
Sathorn area of Bangkok. The journey is convenient,
only 500 meters from the Krung Thonburi BTS station,
a 3-star hotel with a restaurant and modern rooms.

Free Wi-Fi and parking are provided for guests
who come by car.

359/1 Krungthonburi Rd., Klongtonsai,
Klongsarn, Bangkok Thailand
[email protected]
+66 (0) 2861 2288 (24 hrs.)
+66 (0) 8 0222 9194
+66 (0) 2861 2828 (Auto)

2

RESPONSIBILITIES

Protect, maintain and take care other of
employer's property from theft and fire
Maintain peace and order within the
responsible areas 24 hours a day
Inspect the entrance and exit of people
and vehicles
Inspect the property imported or exported
within the responsible areas
Facilitate the traffic of entrance and exit,
and responsible areas

3

CONVERSATIONS

In case of walking-in

Security: Good morning/afternoon/evening, sir/madam.
Can I help you?

Guest: Good morning/afternoon/evening. I’d like to
check-in, please.

Security: Do you have a reservation?
Guest: No, I haven't reserved the room yet.
Security: Please go to the counter on the 2nd floor.
Guest: Ok, thank you.
Security: My pleasure.

In case of asking for a smoking area

Guest: Excuse me, can I smoke in the room?
Security: No, you can't smoke in the room.
Guest: Where can I smoke?
Security: You can smoke at the first-floor courtyard near

the entrance of the hotel.
Guest: Ok, thank you very much.
Security: You're welcome.

4

RESPONSIBILITIES

Greet and welcome guests
Check-in and check-out guests
Make a booking
Service with a willingness
Make sure that the counter and lobby clean
Make a report of the guests registered in the hotel
Coordinate with other departments
Manage expenses of food and beverages
of the dining room and laundry, and etc.
Answer the phone from guests, agents, and other
departments

5

CONVERSATIONS

In case of wanting to check-in (reserved)

Receptionist: Good evening, sir/madam. How can I help you?

Guest: Good evening. I’d like to check-in, please.

Receptionist: Do you have a reservation?

Guest: Yes, it’s in the name of Patrick.

Receptionist: OK. May I have your ID card or passport

for registration?

Guest: Yes, you may.

Receptionist: Could you fill this out, please?

Guest: Ok.

Receptionist: Please, pay 500 baht for the deposit payment

and we will refund 500 baht to you when you

come to check out.

Guest: Okay, this is the deposit.

Receptionist: Did you book a room that includes breakfast?

Guest: Yes, I booked a room with breakfast.

Receptionist: Our restaurant will open 07.30 a.m.-09.30 a.m.

You can come and have breakfast at the restaurant

on the 2nd floor. Your room is 808 and I hope

you enjoy your stay here.

Guest: Ok, thank you very much.

Receptionist: My pleasure.

6

CONVERSATIONS

In case of calling to reserve a room with
the hotel

Receptionist: Hello. This is Grand Tower Inn Sathon hotel

Kanokpan is calling. How can I help you?

Guest: I would like to reserve a room, please.

Receptionist: Can I have your name and contact numbers,

please?

Guest: My name is David and my telephone number

is 089-493-3379. I would like a single room for 2 people.

Receptionist: Ok, Sir. How many days do you plan to stay?

Guest: I want to stay for 2 days and 1 night.

How much do you charge per day?

Receptionist: The room rate is 600 baht per day and we

have a deposit of 500 baht.

Guest: Ok, What time can I check-in?

Receptionist: You can check in at 2:00 PM and check out

until noon. Do you have any questions?

Guest: No, I will check-in at 2 pm.

Receptionist: Ok, sir. You want to reserve a single room

for 1 night, is that correct?

Guest: Yes, the information is correct.

Receptionist: Ok sir, and we hope to see you.

7

CONVERSATIONS

In case of wanting to check out

Receptionist: Good morning. Do you want to check out, right?

Guest: Yes, I want to check out now.

Receptionist: What room are you in?

Guest: We’re checking out of room 808.

Receptionist: Just a moment for waiting the maid check your

room,please.

Guest: Ok.

Receptionist: Maid has already checked your room and we will

refund the deposit of 500 baht to you.

Guest: Thank you very much. We’ll be back next time.

Receptionist: You're welcome. Have a safe trip home.

8

CONVERSATIONS

In case of asking for directions
(frequently asked questions)

Guest: I want to go to ICONSIAM. Can you tell me

the way to go?

Receptionist: You go straight and turn left in front of the

entrance, the sidestreet from the front of the hotel.

And you keep walking straight for about 7-10

minutes, you will see ICONSIAM shopping mall

opposite. After that, you can cross the overpass to

ICONSIAM.

Guest: Ok, if I don't want to walk? What number of busses

can I take?

Receptionist: You can get on any number of busses. You take

about 2 bus stops and you can cross the side to

ICONSIAM.

Guest: Thank you very much.

Receptionist: You're welcome.

9

57%

finance growth

RESPONSIBILITIES

Clean the areas in the hotel under the
standard of work

Clean tables, chairs, and furniture in the
hotel under the standard of work

Set up equipment in the guest room

Coordinate with the front desk staff

Clean the guest's room

10

CONVERSATIONS

In the case of requesting permission to clean
the room

Maid: Excuse me, May I make up your room?
Guest: Yes, you may. Come in, please.
Maid: Do you want to change the towels?
Guest: Yes, I do. I would like 2 towels, please.
Maid: Do you want some water?
Guest: Yes, I do. I would like 2 bottles of water, please.
Maid: Do you want something else?
Guest: No, I don't.Thank you very much.
Maid: You're welcome.

In case of requesting an appointment for
cleaning the room

Maid: Excuse me, May I make up your room?
Guest: Sorry, can you come again later?
Maid: Yes, What time would it be convenient for you?
Guest: About 2 O’clock. Can you come at 2 O’clock, please?
Maid: Yes, I can.
Guest: Thank you.

11

CONVERSATIONS

In cInastehoefcraesqeuoefsrteinqgueasntepxetrrma bisesdioinn ttohe room
Gucelset:aI nwatnhteanroexotrma bed. Can you bring me one?

Maid: Yes, I can. Please contact the front desk first and then
we will bring it to you.

Guest: Ok, thank you.

In case of electrical problems

Guest: Excuse me, the air- conditioning does not work.
Maid: Let me see, sir/madam.
Guest: Please come in.
Maid: Sorry, it needs fixing. Please wait in a moment,

I will call a technician to do it.
Guest: Thank you very much.
Maid: My pleasure.

In case of asking for an internal cal

Guest: How can I call my friend in another room?
Maid: You can call a friend by dialing their room number.
Guest: Thank you.

12

CONVERSATIONS

In case of losing something
MaidI:nHtehlloemcaadsaemo. Mf raey qI hueelpsytopu?ermission to
cGlueeastn: Ytehs,eplreoasoem. I lost my mobile phone. Can you help me

find it?
Maid: Yes, I can. Do you remember where you lost it or

where you had it the last time?
Guest: This morning, during breakfast, I still had it. But after

I went to the bathroom I couldn't find it.
Maid: Well, don’t worry, madam. We will check all areas of

the hotel first, and then we will check CCTV cameras
to help you find it again.
Guest: Oh that’s just perfect. Thank you so much.
Maid: Don’t worry madam, everything will be fine.

In case of needing laundry

Guest: Hello, I need laundry. Is there service here?
Maid: Yes, there is service here.
Guest: How much for a sweater?
Maid: Sorry, I am not sure. You can see the price list

in the closet.
Guest: Ok, thank you.
Maid: You're welcome.

13

57%

finance growth

RESPONSIBILITIES

Prepare food and drink orders, such as
sandwiches, salads, and coffee

Keep food fresh, dry food, and various containers
in the right amount and store them in an orderly
manner

Make sure the stock have enough food and
beverages on hand

Clean assigned worked areas, dining tables,
or serving counters

Clean all dishes, work stations, cooking equipment, and
food storage areas in accordance with food safety
regulations

14

57%

finance growth

CONVERSATIONS

In the case of having breakfast (reserved)

Waiter: Good morning sir/madam, Can I help you?
Guest: Can we have a table for 2 people, please?
Waiter: This way, please. Did you book a meal with

the room rate?
Guest: Yes, I have the meal included with the room rate.
Waiter: Would you like tea or coffee?
Guest: I want 1 coffee and 1 tea, please.
Waiter: Ok, just a moment, please.

In case of waiting too long for food

Guest: Excuse me. I’ve been waiting for a long time.
Waiter: Sorry, sir/madam for the delay in serving you your meal,

Please accept our apologies.
Guest: How long will it take?
Waiter: It will take about ten minutes.
Guest: Ok, thank you.
Waiter: You're welcome.