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Mention some tips to take into account when booking a service. Follow the next conversation examples: English Conversation- Hotel Reception. Front Desk: Welcome
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GENERAL ENGLISH · PRACTICAL ENGLISH · ELEMENTARY (A1-A2). HEAAADERLOGORIGHT Play the dialogues or videos as many times as is necessary. Students can work ...
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English Conversation- Hotel Reception
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Instructional Material English for Hotel Staff Jarurat Thammawong
This course book on English for Hotel Staff has been developed to be used The students are asked to listen to the conversations about reservation.
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Also the front office staff should have a good attitude in serving the guests. 2.2 Conversation. Practice the following conversation! Receptionist : “Good
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Basic English Conversation For Hotel Staff (PDF) - m.central.edu
25 juin 2022 Basic English Conversation For Hotel Staff. When people should go to the ebook stores search establishment by shop
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Look at three dialogues between a guest and hotel staff. Circle the examples of introductions in the dialogues. Dialogue 1. Room Service: Good morning sir. My
Instructional Material
Eng lish for Hotel StaffJarurat Thammawong
Faculty of Humanities and Social Sciences
Udon Thani Rajabhat University
2017Instructional Material
Eng lish for Hotel StaffJarurat Thammawong
M.A. English
Faculty of Humanities and Social Sciences
Udon Thani Rajabhat University
2017Preface
Thi s course book on English for Hotel Staff has been developed to be used for students who are required to take a course in EN56202 English for Hotel Staff at Udon Thani Rajabhat University. This course book is also suitable for those who are training for careers as hotel staff. The objective of this course book is to enable students to deal with foreign hotel guests in various situations and communicate with English-speaking staff. This course book consists of eight chapters based on real-life situations in the various areas of hotel business. Chapter one takes learners through introduction to hotels and chapter two is about reservations. Chapter three focuses on checking in while chapter four suggests hotel facilities and services. Chapter five recommends housekeeping services and restaurant is presented in chapter six. Chapter seven concentrates on how to deal with complaints and finally checking out can be found in chapter eight. Each chapter promotes the development of the four skills in a variety of ways toward reading comprehension, writing skills, and oral production Listening part is provided with audio CD for learners to practice listening skills. Focus on language and key expressions are also provided to help learners to apply all the language functions presented. The summary at the end of each chapter will help learners grasp the overall content discussed. At the end of the course book, in the appendices, answer key is provided as guidelines, along with audio scripts. The author hopes that the language skills and experience the learners acquire from this course book can be applied to their future career productively and effectively.Jarurat Thammawong
February 2017
Table of Contents
Pag e Preface ........................................................................ ......................................................... i List of Figures ........................................................................ Course Syllabus ........................................................................ ......................................... 1 Course Syllabus Chapter 1 ........................................................................ ...................... 5Chapter 1: Introduction to Hotels ........................................................................
......... 7Introduction .................................................................................................................... 7
Hotel Organization Structure....................................................................................... 8
Hotel Types and Departments ................................................................................... 9
Hotel Staff ..................................................................................................................... 12
Focus on Language...................................................................................................... 16
Useful Expressions ....................................................................................................... 17
Summary ........................................................................................................................ 20
References ..................................................................................................................... 21
Course Syllabus Chapter 2 ........................................................................ .................... 23 Chapter 2: Reservations ........................................................................ ......................... 25Introduction ................................................................................................................... 25
Taking reservations ...................................................................................................... 25
Confirmations ................................................................................................................ 33
Reservation Changes ................................................................................................... 36
Cancellations ................................................................................................................ 38
Focus on Language...................................................................................................... 41
Useful Expressions ....................................................................................................... 54
Summary ........................................................................................................................ 58
References ..................................................................................................................... 59
Course Syllabus Chapter 3 ........................................................................ .................... 61 Chapter 3: Checking In ........................................................................ ........................... 63Introduction ................................................................................................................... 63
Registering New Guests ............................................................................................... 63
Dealing with Changes .................................................................................................. 70
Dealing with Walk-in Guests ...................................................................................... 72
Focus on Language...................................................................................................... 75
Useful Expressions ....................................................................................................... 78
Summary ........................................................................................................................ 82
References ..................................................................................................................... 83
iv Table of Contents (Cont.) Pag e Course Syllabus Chapter 4 ........................................................................ .....................85Chapter 4: Hotel Facilities and Services ....................................................................... 87
Introduction ..................................................................................................................... 87
General Facilities in the hotel .................................................................................... 88
Room Facilities ............................................................................................................... 97
Business Center ........................................................................................................... 102
Event Planning ............................................................................................................. 108
Focus on Language .................................................................................................... 113
Useful Expressions ...................................................................................................... 115
Summary....................................................................................................................... 120
References .................................................................................................................... 121
Course Syllabus Chapter 5 ........................................................................ .................. 123Chapter 5: Housekeeping Services ........................................................................
..... 125Introduction .................................................................................................................. 125
Services ......................................................................................................................... 126
Request for Extra items ............................................................................................. 135
Request for Extra services ........................................................................................ 139
Focus on Language .................................................................................................... 142
Useful Expressions ...................................................................................................... 143
Summary....................................................................................................................... 146
References .................................................................................................................... 147
Course Syllabus Chapter 6 ........................................................................ .................. 149 Chapter 6: Restaurant ........................................................................ ........................... 153Introduction .................................................................................................................. 153
Food Equipment ......................................................................................................... 154
At Breakfast .................................................................................................................. 157
Dinner at the hotel .................................................................................................... 160
Attending to Guests ................................................................................................... 163
At the Bar ..................................................................................................................... 170
Room Service ............................................................................................................... 173
Focus on Language .................................................................................................... 176
Useful Expressions ...................................................................................................... 177
Summary....................................................................................................................... 182
References .................................................................................................................... 183
vTable of Contents (Cont.)
Pag e Course Syllabus Chapter 7 ........................................................................ .................. 185Chapter 7: Dealing with Complaints ........................................................................
. 187Introduction ................................................................................................................. 187
Room Condition Problems ...................................................................................... 188
Food and Drink Problems ........................................................................................ 193
Tableware and Dining Condition Problems ......................................................... 196
Payment Problems .................................................................................................... 199
Focus on Language .................................................................................................... 201
Useful Expressions ..................................................................................................... 203
Summary ...................................................................................................................... 206
References ................................................................................................................... 207
Course Syllabus Chapter 8 ........................................................................ .................. 209 Chapter 8: Checking Out ........................................................................ ..................... 211Introduction ................................................................................................................. 211
Dealing with Guest's Checking Out ....................................................................... 211
Dealing with Guest's Request for Delayed Checking Out................................ . 214Dealing with Money Matters .................................................................................... 216
Focus on Language .................................................................................................... 220
Useful Expressions ..................................................................................................... 220
Summary ...................................................................................................................... 224
References ................................................................................................................... 225
Bibliography ........................................................................ ........................................... 227 Appendices ........................................................................ ............................................ 231Appendix A: Answer Key ........................................................................................... 233
Appendix B: Audio Scripts ........................................................................................ 255
iv viList of Figures
Pag eFigure 1.1 Hotel staff................................................................................................................... 7
Figure 2.1 Hotel reservation clerk.............................................................................................25
Figure 2.2 Reservation form........................................................................................................30
Figure 2.3 Hotel registration form.............................................................................................32
Figure 2.4 Email confirming.........................................................................................................35
Figure 2.5 Email confirming a reservation...............................................................................39
Figure 2.6 Single room..................................................................................................................41
Figure 2.7 Double room...............................................................................................................41
Figure 2.8 Twin room....................................................................................................................42
Figure 2.9 Hollywood twin room...............................................................................................42
Figure 2.10 Triple room................................................................................................................43
Figure 2.11 Family/Quad room...................................................................................................43
Figure 2.12 Double-double room..............................................................................................44
Figure 2.13 Queen room..............................................................................................................44
Figure 2.14 King room...................................................................................................................45
Figure 2.15 Studio room...............................................................................................................45
Figure 2.16 Suite/Executive room..............................................................................................46
Figure 2.17 Junior suite/Mini suite.............................................................................................46
Figure 2.18 President suite/Presidential suite........................................................................47
Figure 2.19 Apartments/Room for extended stay................................................................47
Figure 2.20 Connecting rooms...................................................................................................48
Figure 2.21 Adjoining rooms.......................................................................................................48
Figure 2.22 Adjacent rooms........................................................................................................49
Figure 2.23 Murphy room............................................................................................................49
Figure 2.24 Accessible room/Disabled room.........................................................................50
Figure 2.25 Cabana room............................................................................................................50
Figure 2.26 Villa.............................................................................................................................51
Figure 2.27 Executive floor/Floored room.............................................................................51
Figure 2.28 Smoking/Non-smoking room................................................................................52
Figure 3.1 Checking in..................................................................................................................63
Figure 3.2 Registration form........................................................................................................66
Figure 4.1 Hotel facilities and services.....................................................................................87
Figure 4.2 Hotel website..............................................................................................................88
Figure 4.3 Hotel advertising.........................................................................................................89
viii List of Figures (Cont.) Pa geFigure 4.4 Hotel information.......................................................................................................95
Figure 4.5 Electronic pump pot.................................................................................................97
Figure 4.6 wide-screen satellite TV...........................................................................................97
Figure 4.7 hair dryer......................................................................................................................97
Figure 4.8 Safe................................................................................................................................97
Figure 4.9 Minibar..........................................................................................................................97
Figure 4.10 Wardrobe...................................................................................................................97
Figure 4.11 Shower.......................................................................................................................97
Figure 4.12 Bathtub......................................................................................................................97
Figure 4.13 Nightstand.................................................................................................................97
Figure 4.14 Kitchenette...............................................................................................................97
Figure 4.15 Bath amenities.........................................................................................................97
Figure 4.16 Air-conditioning ......................................................................................................97
Figure 4.17 Direct dial telephone.............................................................................................97
Figure 4.18 Bedside control.......................................................................................................97
Figure 4.19 Internet access........................................................................................................97
Figure 4.20 Laptop......................................................................................................................103
Figure 4.21 Laser printer............................................................................................................103
Figure 4.22 Fax machine............................................................................................................103
Figure 4.23 Photocopier.............................................................................................................103
Figure 4.24 Digital projector......................................................................................................103
Figure 4.25 Paper shredder.......................................................................................................103
Figure 4.26 Scanner.....................................................................................................................103
Figure 4.27 USB ports..................................................................................................................103
Figure 4.28 Speakers....................................................................................................................103
Figure 4.29 Headset with microphone....................................................................................103
Figure 4.30
Event planning reservation..................................................................................110
ixList of Figures
(Cont.) Pa geFigure 4.31
Wedding invitation..................................................................................................112
Figure 5.1 Housekeeping services.............................................................................................125
Figure 5.2 Towels..........................................................................................................................128
Figure 5.3 Bathrobe.......................................................................................................................128
Figure 5.4 Toilet roll.....................................................................................................................128
Figure 5.5 Toiletries .....................................................................................................................128
Figure 5.6 Bed................................................................................................................................128
Figure 5.7 Cups..............................................................................................................................128
Figure 5.8 Safe...............................................................................................................................128
Figure 5.9 Slippers........................................................................................................................128
Figure 5.10 Drinks packets..........................................................................................................128
Figure 5.11 Laundry and dry cleaning list..............................................................................132
Figure 6.1 Restaurant staff..........................................................................................................153
Figure 6.2 Food equipment........................................................................................................154
Figure 6.3 Table setting for Continental Breakfast...............................................................155
Figure 6.4 Table setting for American Breakfast...................................................................156
Figure 6.5 Breakfast order...........................................................................................................157
Figure 6.6 Order list......................................................................................................................170
Figure 7.1 Customer complaints...............................................................................................187
Figure 8.1 Hotel checking out...................................................................................................211
Cours e SyllabusCourse Code EN56202
Course English for Hotel Staff 3(3-0-6)
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