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 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

Security 2
3
Responsibility 3
Conversation
4
- In case of walk-in
- In case of asking for a smoking area 5
6
Receptionist 7
8
Responsibility
Conversation

- 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

Responsibility 9
Conversation
10
- In the case of request permission to
clean the room 10
- In case of requesting an appointment for
cleaning the room 11
- In case of requesting an extra bed in the
room 11
- In case of electrical problems 11
- In case of asking for a phone number 12
- In case of losing something 12
-In case of needing laundry
13
Food and Beverage
14
Responsibility 14
Conversation

- In the case of eating breakfast (reserved)
- In case of long waiting for food

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

RESPONSIBILITY

Take care, protect and maintain the employer's
property to avoid theft, fire, and other
misfortunes, 24 hours a day.
Maintain peace and order within the
responsible area 24 hours a day
Inspect the entrance-out of people and vehicles
Inspect the property imported or exported
within the responsible area
Facilitate traffic of entrance and exit, and the
responsible area.

3

CONVERSATION

In case of walk-in

Security: Good morning/afternoon/evening, sir/madam.
Can I help you?
Guest: Good evening. I’d like to check in, please
Security: Do you have a reservation?
Guest: No, I didn't have a reservation.
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 exit of the hotel.
Guest: Ok, thank you very much.
Security: You're welcome.

4

RESPONSIBILITY

Greet and welcome guests
Check-in and check-out for guest
Make a booking
Service with a willingness
Make sure the counters and lobby are clean
Make documents of the guests who come to stay
in the hotel
Coordinate with other departments related to guests
Responsible for expenses related to food, beverages
from the dining room and laundry, etc.
Answer the phone calls from guest, agents, and other
departments

5

CONVERSATION

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, opposite the counter. Here is your key. Your room
is 808 and I hope you enjoy your stay here.
Guest: Ok, thank you very much.
Receptionist: My pleasure.

6

CONVERSATION

In the case of calling to reserve a room with
the hotel

Receptionist: Hello. This is Grand Tower Inn Sathon hotel
Kanokpan is calling. Glad to be of service to 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. Are you 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

CONVERSATION

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 were you in?
Guest: We’re checking out of room 808.
Receptionist: Just a moment, please. Wait for the maid to
check your room.
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

CONVERSATION

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 the
Guest: Ok, if I don't want to walk? What number of buses can
I take?
Receptionist: You can get on any number of cars. 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

RESPONSIBILITY

Clean the areas in the hotel under the
standard of work

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

Set the necessary equipment in the guest
room to be ready for use

Coordinate with the front desk staff

Clean the guest's room

Do the other work relate to the department

10

CONVERSATION

In the case of request 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

CONVERSATION

In cInastehoefcraesqeuoefsrteinqgueasntepxetrrma bisesdioinn ttohe room
Gculeesatn: I wthaentraonoemxtra 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 a phone number

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

CONVERSATION

In case of losing something
MaidIn: Htehlleo mcaasdeamo.fMraeyqIuheelsptypoeu?rmission to
cGlueeasnt: Ytehse, prleoaosme. 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 to find it and we will check CCTV cameras
to help you find one 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 for details. It is in the closet.
Guest: Ok, thank you.
Maid: You're welcome.

13

57%

RESPONSIBILIfinance TYgrowth

Cook the food as the guest customer wants

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

Make sure stock to have enough food and
beverages to serve at all times

Keep the equipment clean Food container
Kitchen utensils including tables and chairs
to keep them clean

Clean all the inside of the kitchen

14

57%

finance growth

CONVERSATION

In the case of eating 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 long waiting for food

Guest: Excuse me. I’ve been waiting for a long time already.
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.