English for Hotel Business

English for Hotel Business

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Introduction English for Hospitality

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Introduction

Show guests you care

Wai is a beautiful Thai custom. You show your care by Wai guests. You show your care by using the guests names. If you dont know, find them out. Always look for ways you can help guests or colleagues. Your main goal is to make guests feel happy and satisfied. Pay attention to detail and to what guests say.

www.zedth.exteen.com

Greeting Good morning. (Mr./Mrs./Mr. and Mrs./Miss) How are you? Good afternoon. (sir/ madam) How are you, today? Good evening. (madam, sir) Welcome to (gentleman/ lady) Welcome back to (ladies and gentlemen) May I help you? If you greet the guest first 1. Hotel Staff : (Wai) Good morning (Mr. ). How are you today? Guest : Im fine, thank you. Hotel Staff : Good! / Im glad to hear that. 2. Hotel Staff : (Wai) Good morning (Mr. ). How are you today? Guest : I dont feel well. Hotel Staff : Im sorry. Is there anything I can do for you? Would you like to see a doctor? I hope youll get better soon. I hope you feel better soon.

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If the guest greets you first Guest : Good morning. How are you today? Hotel Staff : Im very well, thank you. How are you, sir/madam? Offering help Hotel Staff : May I help you, sir/madam? How may I help you, sir/madam? Is there anything I can do for you? May I be of any assistance? Please allow me. Offering Service Hotel Staff : May I May I carry the briefcase for you? May I help you park the car? Would you like me to ? Would you like me to clean the room now, sir? Would you like me to bring a new glass, madam? If youd like, I could If youd like, I could call a taxi for you. If youd like, I could phone the reception desk and ask. Making a polite request Hotel Staff : Could you , please? (Could you spell your name, please?) Would you mind , please? (Would you mind giving me your credit card, please?) Asking permission Hotel Staff : May I ? May I come into your room? May I help you with that? Would it be possible to /for me to ? Would it be possible to have a look inside your room, sir? Would it be possible for me to move your bag, madam?

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Giving items to guests Hotel Staff : Here is , sir/madam. Here you are, sir/madam. This is , sir/madam. Showing that you understand Hotel Staff : I see. Certainly. Of course. Oh dear. (for bad news) Oh! Im sorry to hear that. (for bad news) When you have difficulty understanding someone Hotel Staff : I beg your pardon. Could you say it again, please? Im sorry. I didnt catch that/your question. Im sorry. Could you repeat that/ your question, please? Im terribly sorry .I dont understand. Ill call a supervisor. Asking a guest to wait Hotel Staff : One moment, please. Just one moment, please. Please excuse me a moment. Would you excuse me for one moment, please? Would you mind waiting a moment, please? If you would excuse me for a moment, Ill find out for you. Returning to a guest who has been kept waiting Hotel Staff : Im sorry to keep you waiting, sir/madam. Im sorry to have kept you waiting, sir/madam. Thank you for your patience, sir/madam. Thanking Hotel Staff : Thank you. Thank you very much. Thank you for your kindness. I appreciate your kindness.

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Im very grateful to you. Thats very kind of you. Responding to thanking Hotel Staff : My pleasure, sir/madam. Youre welcome. /Youre most welcome. Dont mention it. / It was really nothing. Responding to praise Hotel Staff : Thank you, sir/madam. Thats very kind of you. Thank you, sir/madam. Its my pleasure. Thank you, sir/madam. Im glad you like it. If you have done something that you didnt mean to or you made a mistake you say Hotel Staff : Sorry Im so sorry. Im very sorry. Im terribly sorry. I do apologize. Please forgive me for my mistake. Its all my faults. Im very sorry. The answer to that might be Thats all right. Not at all. Never mind. No problem. If you have to interrupt someone for something you can say. Hotel Staff : Im sorry to disturb you. Im sorry to bother you. .

Excuse me. May I interrupt you for a moment? Im afraid Ill have to interrupt you. The answer to that might be

Thats all right. Please go ahead.

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Formal apologies

Hotel Staff : Im so sorry. I do apologize for I do apologize for my mistake.

Please forgive me for .. Please forgive me for coming late.

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Module 1: About the hotel Unit 1: Hotel Type Unit 2: Hotel facility Unit 3: Hotel Personnel Unit 4: Hotel Marketing

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Unit 1 Hotel Type

Lets start Look at the pictures of hotels, which of these hotels do you like most? Why is it a hotel of your type?

The Sheraton Midwest Soughton Hall country house Coral Resort Koh Chang

These are some useful adjectives large small comfortable friendly superb peaceful luxurious spacious historical expensive cheap

Conversation The caller phones the travel agency to get information about accommodation for their traveling to Barbados. Officer : Barbados Travel Agency. Susan speaking. How may I help you? Caller : Good morning. Im going to Barbados in the summer on a

holiday and hoping to spend sometimes in the seaside resort. Could you give me some information about accommodation?

Officer : My pleasure. The first thing to say is that if you want to stay in a hotel, youll need to make a reservation pretty soon. Have you got any definite date?

Caller : Well. Were arriving in Barbados on 14th June. We probably stay about a week.

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Officer : I see. And do you want to stay in a hotel or a bungalow? Caller : A Hotel. Definitely, we dont need anything too luxurious just a

private bathroom if possible. Officer : How many persons in the party? Caller : Just two. Officer : Well. There are three hotels. The Amira is quite expensive

around $150 a night. The two others are about the same price - approximately $75 a night. The Riviera Lodge is very popular. So youll need to make a reservation very soon. Or theres the Pura Sandy which is very pretty.

Caller : I see. Could you possibly send me details? Officer : Certainly. Could you give me your name and address? Caller : Yes. Its Ms. Joanna Smiths. 15 Railway station Road, London W6. Office : OK. Ms. Smiths. Is there anything else? Caller : No. I think thats all thank you very much for your help. Officer : Youre welcome. (Adapted from: High Season. By Harding, K and Henderson, P. 1994. p. 151) Activity 1: Answer the questions. 1. Who answers the telephone? 2. Why does the caller call to the travel agency? 3. What are the name and address of the caller? 4. What hotels are suggested to the caller? 5. What type of hotel does the caller prefer to? 6. What kinds of information will be sent to the caller? 7. Why does the call have to make a reservation at the Riviera Lodge very soon? 8. What statements do they use to end up the conversation?

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Language Focus Making request by can and could

- Can I have your name, please? - Can I have your telephone number? - Could I speak to Ms. Moore? - Could you please wait for a moment? - Could you spell your name, please? - Could you give me your name and address? - Could you possibly send me detail?

Activity 2: Practice using Can I ? and Could I ? to make a request - Can I ? - Could I ?

Reading Types of accommodations for former time travelers Airport hotel Situated near an airport. Clientele mainly consist of airline staff and

people traveling by air who only stay for one night. Commercial hotel Normally situated in the town center. Clientele mainly consist of

traveling businessmen who stay for a couple of night only. Country house hotel It is situated in pleasant scenery, and provides comfortable but informal

accommodation for people who want to relax in a quiet place. Congress hotel A hotel provides facilities for large meetings and conferences, with

lecture theater and exhibition facilities. It has banquet rooms for large and small groups.

Guest house Low-priced accommodation is usually on a small scale, for holiday visitors or for long-stay guest.

Health spa A hotel offering medical treatment, physical exercise and other recreational facilities.

Holiday village A number of small individual cottages of bungalows normally with cooking facilities.

Hostel Modest, moderately priced, normally with sleeping and breakfast facilities only.

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Luxury hotel A hotel provides every facilities which a wealthy guest might need. Motel With parking and other services for motorists. Normally situated on a

high way with a restaurant or cooking facilities. Motor hotel A hotel with parking facilities and other services for motorists, normally

with a first class restaurant. Resort hotel Normally situated at a tourist attraction e.g. by the sea of in the

mountains. Clientele mainly consist of people on holiday who stay for a longer period than a couple of nights only.

Summer hotel In operation only during the summer months. Often used as a student dormitory during wintertime.

(Taken from: Hotel English. By Binham, P. et all. 1982. p.3-4) Types of accommodation for today travelers

Bed & Breakfast

A Bed and Breakfast (B&B) is a private home in which guests can be accommodated at night in private bedrooms (which may or may not have private bathrooms).

The owner or manager lives in the house or on the property. The public areas of the house, such as kitchen and lounge have either limited access for guests, or are shared with the host family to some degree.

The business may be run as a secondary occupation. Breakfast is included in the price (generally either continental or full-English). Other meals

may be available by arrangement.

Yell Youth hostel Vik Youth Hostel Backpacker Hostel

A hostel (or backpacker) establishment is aimed at the budget traveler and generally attracts a younger clientele.

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Bedrooms are in a dormitory style (shared) and bathrooms are shared, although private bedrooms may be available.

Light meals may be available in addition to the room rate.

Boutique Hotel

A boutique hotel is a 5 star establishment providing all the features and facilities of a normal hotel, in a unique and exclusive style.

These properties are generally small, feature top class service and are marketed to the affluent.

Guest House

A guesthouse is generally a private home which has been converted for the dedicated and exclusive use of guest accommodation.

The public areas of the establishment are for the exclusive use of the guests. The owner or manager either lives off-site, or in an entirely separate area within the property.

A Guesthouse offers a wider range of services than a B&B, and usually caters for all meals.

Hotel

A hotel is generally the largest of all accommodation types. There is typically a common reception area, and rooms generally open directly onto a

hallway. The on-site restaurant and other facilities are more accessible to the public than the other

accommodation types. A wide range of guest services is available, such as room service. Hotels are often members of larger hotel groups, and a similar accommodation experience

may be available in different establishments within the group.

Lodge

Lodge is an accommodation facility which is located and designed to optimize the feeling of being closely in touch with nature.

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The building style should feature natural materials and coloring such as wood, stone and thatch.

An outdoor experience should be offered at the lodge, such as guided walks, game drives etc.

Private Home

A private home not dedicated for full time occupation of guests, but is a private house or apartment which is temporarily available for rental, often during peak tourism seasons.

Resort

A spread out collection of single or double story accommodation units. Similar to a hotel in that it offers a wide range of facilities Units may be rented and available on time-share A camping area may be included in the resort

Self-Catering

A self catering establishment may be primarily one of the other accommodation types, but also offers dedicated self catering facilities.

The unit should feature a fully equipped kitchen to cater for the maximum people to be accommodated (including fridge, stove, cutlery, crockery, cooking utensils, cleaning equipment).

The kitchen should be for exclusive use of the guests, and not shared.

(Taken from: www.opentravel.org/.../ complextype/HotelType.htm)

Listening Listen to three dialogues and write down the type of hotel from each dialogue.

Dialogue 1 Dialogue 2 Dialogue 3

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Working Out 1. Discuss the topic the former and the today types of accommodations. Which are still the same and which are different? 2. Find the suitable accommodations for the following people.

- James, a businessman, he is on the business trip for 2 days. - Adams family, there are five of them; parents, 10, 5, and 3 years old kids. They are on

holiday for a week. - Just married couple, Alice and Charles, they have five days off and prefer to quiet and

natural place. - The exchange teacher for two months, June likes to save her money and shed like a good

place to stay. She sometimes works with a group of friends at home. - Sylvia and Bob, a retired couple, they plan for a long vacation in nice neighborhood

accommodation.

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References Adamson, Donald. International Hotel English. Cambridge: Prentice Hall, 1989. Binham, P., Lampola, R., and Murray, J.. Hotel English: Communicating with the International

Travelers. New York: Pergamon Press Ltd, 1982. Case, D. and Snow, P. Take a Break: The English You Need for Travel. Portsmouth:

Grosvenor Press, 1978. Eastwood, J. English for Travel. Oxford: Oxford University Press, 1980. Hall, Eugene J. The Language of Tourism in English. New York: Regents Publishing

Company Inc., 1976. Harding, Keith. Going International. Oxford: Oxford University Press, 1998. Harding, Keith and Henderson, Paul. High Season: English for Hotel and Tourist Industry.

7th Ed. Oxford: Oxford University Press, 1999. Stott, Trish and Holt, Roger. First Class: English for Tourism. 8th Ed. Oxford: Oxford

University Press, 2000. Utawanit, Kanitta. Communicative English for Hotel Personnel. 8th Ed. Bangkok:

Thammasat University Press, 1995. Website Coral Resort Koh Chang from: www.thai-tour.com Sheraton Midwest City Hotel from: www.nsaoklahoma.org Soughton Hall Country House Hotel from: www.nwt.co.uk Vik Youth Hostel from: www.danny.oz.au Yell Youth Hostel from: www.yell.com www.opentravel.org

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Unit 2 Hotel facilities

Lets start Describe the facilities in hotels from the pictures.

Fitzpatrick meeting room snooker in Sharjah Grand Beida Playground

Casa-eternidad court Redmond Oregon Course Riad Nogas Pool

All in Thailand Maui Beach Guide Venere

These are some useful words swimming pool tennis court golf course children play-ground restaurant water sport spa bedroom beach sport recreation laundry conference banquets skiing surfing horse riding sightseeing diving outdoor and indoor sports business center cable car games facilities for disable person

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Conversation Asking for hotels facilities Reception : Good morning, Cabana hotel. May I help you? Caller : Good morning. I would like to reserve a room but can you tell me a

little about the hotel? Reception : Id be glad to, sir. Our hotel is a resort and spa hotel right beside

the beach of Samui island. There are Thai and European restaurants, coffee shop and bars. We have sauna, fitness, swimming pool and water sport facility. We also have scuba diving facility for the guests as well as the private boat for the diving trip. What else should I tell you the price of standard room is $ 85 per night, a deluxe is $ 125 and a suite is $ 185.

Caller : How can I get to the hotel? Reception : We provide the delivery from Suratthani to the hotel. Caller : That sounds interesting. I will think about it and call you back. Reception : Thank you for calling, sir. You can visit our website at

www.cabana.com. You can also make a reservation through it, sir. (Adapted from: Communicative English for Hotel Personnel. By Utawanit, K. 1995. p. 4-5) Activity 1: Answer the questions.

1. What facilities are offered at Cabana hotel? 2. How can guests get the hotel? 3. Can you contact the hotel via the Internet? 4. What is the Website of the hotel? 5. How much does the room cost?

Listening Listen to the conversation and answer the questions.

1. How does the reception greet the caller? 2. What facilities are there in the hotel? 3. What is the room rate of the hotel? 4. Is the room rate in Thai baht or American Dollar? 5. Does the hotel have sport facilities?

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Language Focus 1. Tell guests about the hotel facilities

There is a large swimming pool in our hotel. There are many places you should visit around there. The hotel has the splendid decoration. We offer our guest the best sea view in this area. We have the health spa for guests to relax and to raise up their good health.

2. Expression for enquiry - Can you tell me a little about the hotel? - Can I have some information about hotels facilities? - May I have some information about the hotel? - What facilities do you have in the hotel? - Do you have a swimming pool? ( or other hotel facilities) - Could you send me a brochure of the hotel?

3. Questions for asking about hotels facilities Have you got..? Do you havein you hotel?

Activity 2: Practice asking questions for the following facilities. 1. Swimming pool 2. Gymnasium/fitness 3. Tennis court/squash room 4. Water sports facilities 5. Games room 6. International restaurant 7. Beauty salon 8. City day tour 9. Golf course 10. Health spa

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Reading

Sala Thai Hotel Sala Thai hotel is an international hotel enjoying both the atmosphere of Hyde Park and proximity to Londons shops and center of business and commerce. Khun Ying Restaurant offers the exotic Thai cuisine with a view of Hyde Park. Texas Caf is a popular western music place with origin American food and drinks. The Pizza Coffee Shop is an intimate restaurant in the heart of the hotel. It serves international dishes and is open for a quick snack or full meal. Famous London designers have redecorated all the suites and bedrooms. The hotels conference and banqueting complex offer unique facilities for international conferences and outstanding social functions. The hotel has its own swimming pool, health spa, sauna bath, fitness room, flower shop, medical suite, barber, hairdressing and beauty salon, mens and womens boutiques and theatre agency.

For reservation, please contact Sala Thai: Park lane, London W1A 3AA. Tel. & Fax: 101-599-6363 or visit our website at www.salathaihotel. london.com (Adapted from: International Hotel English. By Adamson, D. 1989. p. 3) Activity 3: Answer the following questions 1. Where is the Sala Thai Hotel situated?

2. How can you contact to the hotel? 3. What is the type of Sala Thai hotel? 4. What kind of food can you find at this hotel? 5. Do you think Sala Thai Hotel is a comfortable hotel? Why? 6. What are the following words mean?

- Exotic - Cuisine - Commerce - Social functions - Boutique

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Activity 4: From the List of hotel facilities, write the meaning in your language. Guest room Game room . Recreation Lift/elevator . Tennis court Golf course .. Fitness center Sauna .. Solarium Swimming pool. Heath spa Body massage .. Beauty salon Boutique .. Restaurant Bar ... Coffee shop Cocktail lounge .. Mini bar Barbecue Lobby Business center Telephone Parking .. Car rental Ticketing .. Travel agent Shopping complex Foreign language Christmas arrangement. Laundry/valet Limousine .. Dress making Cinema .. Currency exchange Medical care .. Facilities for disabled people .. Can you think of more facilities provided in hotels?

Reading Room types Single room A room occupied by one person. Double room A room with a large bed for two persons. Twin room A room with two single beds for two persons. Studio room A room with one bed and a convertible sofa. It can be used as a single or

as a twin. Connecting room or Adjoining room

Two or more rooms with private, connecting doors. You can move from one room to another without going to the corridor.

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Junior suite A large room with a partition separating the bedroom furnishings from the sitting area.

Suite A sitting room connected to one or more bedrooms. Duplex A two-storey suite connected by a stairway. Penthouse A well-furnished and luxurious suite at the top of the building. Parlor or lounge A sitting room not used as a bedroom, where guest may read, watch

television, etc Hospitality room or Function room

A room used for entertaining (parties, cocktail party etc). It is also used for seminar, meeting or conference.

Display room or Exhibition room A room used for commercial presentation or showing merchandise.

Room Type

Saigon Morin Hotel Khao Lak Hotel Keihan Hotel, Kyoto Room rate and food plans Full American plan (AP) The rate includes three full meals and the room. Full board or

full pension. Modified American plan (MAP) The rate includes breakfast, dinner and room. Demi pension The rate includes breakfast and lunch or dinner (choose only

one) and room. Half board. European plan (EP) No meal included in the room rate. Room only. Continental plan (CP) The rate includes breakfast and room. Bed and Breakfast. (Taken from: Hotel English. By Binham, P. et all. 1982. p.17) Activity 5: Writing 1. Write to give information about types of rooms and their facilities from the above pictures. 2. Write to describe the following terms. Twin room MAP Suite AP Connecting room EP

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Activity 6: From the given hotel brochure, list the facilities it offers. Tree Tops Resort

Authentic Thai houses among the abundant tropical forest surrounded by Magnificent green hills in the refreshing embrace of the Petchaburi River. This is a perfect place for a memorable vacation.

We have arranged for your happiness and convenience: authentic Thai restaurant, karaoke lounge, swimming pool, terrace coffee, rafting, kayaking, and the adventure tours to attractive place such as Cha Am beach, Kaeng Krachan national park, Pha Noen Thung Mountain and so on. To fulfill the moment of your family with each of their memorable sceneries timely. The resort also provides seminar facility with function rooms which meet the individual requirement of your business

Working Out

Get the brochure of the hotels in your neighborhood, have a look of their facilities and type of room. Focus on the words they use to describe facilities. Tell your friend about what you have found.

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References . Hotel English for Thais. .

: , 2003. Adamson, Donald. International Hotel English. Cambridge: Prentice Hall, 1989. Binham, P. et all. Hotel English: Communicating with the International Traveller.

New York: Pergamon Press Ltd, 1982. Harding, Keith. Going International. Oxford: Oxford University Press, 1998. Harding, Keith and Henderson, Paul. High Season: English for Hotel and Tourist Industry.

7th Ed. Oxford: Oxford University Press, 1999. Jacob, Miriam and Strutt, Peter. English for International Tourism: Course Book.

Hong Kong: Longman, 1997. Keane, Leila. International Restaurant: English Communicating with the international

traveler. London: Prentice Hall International (UK) Ltd., 1990. Kurse, Benedict and Kurse, Bettijune. English for the Travel Industry. New York:

McGrawHill, 1982. Stott, Trish and Holt, Roger. First Class: English for Tourism. 8th Ed. Oxford: Oxford


Thammasat University Press, 1995. Website Beida Playground from: www.ecw.com Casa-eternidad-tennis-court from: www.luxuriousdestinations.com Fitz Patrick Hotel from: www.goireland.com http://En.venere.com Keihan Hotel, Kyoto from: www.hotelkeihan-kyoto.com Khao Lak Hotel from: www.excelloz.com Sharjah Grand Hotel from: www.sharjahgrand.com Redmond Oregon Golf Course from: www.thrgreensatredmond.com Riad Nagas Swimming Pool from: www.freedigitalphoto.com Saigon Morin Hotel from: www.asiatraveltips.com www.allintravelthailand.com www.mauibeachguide.com

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Unit 3 Hotel Personnel

Lets start What are positions of hotel personnel in the following pictures?

www.hotelshool.com http://ncb.intnet.com www.bangkok-hotelpro.com

www.kegx.com www.virginmedia.com http://tradeget.com The following chart contains some useful words:

Common Hotel Organization Chart General Manager

Secretary Maintenance

Resident Manager Restaurant Manager Kitchen Chief Head Cashier Housekeeper Front office Waiter Head chef Accountant Maid Reservation Waitress European Kitchen Cashier Cleaner Operator Restaurant Asian Kitchen Laundry Reception Bar Bakery Florist Recreation Coffee shop Stores Decoration At your service Alcohol store

(Taken from: Hotel English. By Binham, P. et all. 1982. p.29)

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Reading Hotel Staff Front office manager is in charge of the reception area. Reception clerk takes care of registration. Receive room reservations and keep up to

date. Receptionist gives information to the guests about various hotel services. AYS/ Concierge arranges ticket for sight seeing, cinema and other events. Assists with

table reservation and other hotel services. Front office cashier is responsible for the accounts and billing. Sometimes also exchanges

foreign currency. Night clerk takes care of the reception area during the night shift. Bellboy Shows customers to their rooms, delivers messages and mail and carries

luggage. Porter carries customers luggage. Doorman receives guests, open the door, order the taxi, park the guests car etc Cloakroom attendant takes care of customers coats, hats, etc Telephone operator connects the outgoing and incoming calls.

Takes messages for guest. Liftboy is responsible for elevators/lifts. Chef is responsible in the kitchen. Housekeeper is in charge of linen, decoration, florist and general cleanliness of the

hotel. Floor attendant is responsible for the cleanliness and often also room service of a special

floor. Chambermaid/Room maid

cleans the guest room. Storekeeper is in charge of the store. Maintenance/Engineer takes care of the technical and electrical equipment in a hotel *The above positions may vary in different hotels. There are beauty counselor, sauna attendant, fitness attendant, therapist, medical doctor, physical therapist, masseur (male), masseuse (female), clubhouse staff, recreation staff, and so on.

(Taken from: Hotel English. By Binham, P. et all. 1982. p.28)

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Language Focus 1. Standard phrase to learn is in charge of... is responsible for takes care of cleans Expression : What is the receptionist in charge of? Response : She looks after the guest registration. Expression : What are bartenders responsible for? Response : They work under the restaurant manager. They are responsible for selling beverages to the customers. (Adapted from: International Hotel English. By Adamson, D. 1989. p.11-12)

2. Greeting and introducing yourself Good morning Mr. / Mrs./Miss/ Good afternoon (address guest by their family name) Good evening sir/ madam/gentleman/lady/ ladies and gentlemen Sawasdee Ka/Krab Welcome to the land of Purimantra.

How may I help you? May I help you? - My name is Suwannee. Im a receptionist. Is there anything I can do for you? - Im Suwannee. Im in charge of reservation staff. How may I help you? 3. Introducing other people

Formal -May I introduce Mr. John Gardner. He is our manager from California. -I would like you to meet Mr. John Gardner.

-Mr. Gardner, this is Mr. Charlie Brown, our resident manager in Bangkok.

Informal John, This is Charlie. Charlie, this is John. Activity 1: Make sentences to explain duties of the following position and practice speaking with your friends. Chef Bellboy Telephone operator Resident manager Room-maid waiter bartender gardener Engineer cashier doorman sport staff

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Conversation Situation 1 Staff : Good morning, Mr. John. How are you today? Guest : Im fine, thanks. And you? Staff : Im fine, sir. Thank you. Situation 2 Staff : Good morning, Mr. Adam. How are you today? Guest : Im not feeling very well today? Staff : Oh! Im sorry. Is there anything I can do for you? Would you like to see a doctor? Situation 3 Staff : Good morning, Mr. Adam. Are you feeling better, sir? Guest : Yes, thank you. Staff : Please tell me if there is anything I can do for you. (Please tell me if I can be of any assistance?) Situation 4 David : Good morning, Sue. Sue : Good morning, boss. How are you? David : Very well, thank you. May I introduce Mr. Mark Spencer? He is

a resident manager from the Cabana, Samui. Mark, this is Miss Sue Diamond. She is our Front office manager.

Mark : How do you do? Sue : How do you do, Mr. Spencer. Its nice to meet you. Mark : Nice to meet you, too. Please call me Mark. Situation 5 Nick : Hi! Somchai. How are things? Somchai : Just fine. Where have you been Nick? Nick : I went to study Japanese Cuisine in Tokyo last year. Oh! This is my

Japanese friend, Tsuya, this is my friend, Somchai. He is a chef. Somchai : Nice to meet you, Tsuya. Tsuya : Nice to meet you, too. Somchai. Somchai : Are you on vacation?

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Tsuya : Yes. I like it here very much the hotel is so comfortable. Somchai : Please come to visit our restaurant. Its the best place in the town. Tsuya : Thank you. I will. Activity 2: 1. . Introduce yourself and your position. 2. Write dialogues to introduce people and role-play them.

Listening Listen to the conversation and fill in words to complete the dialogue. Suzie : Good afternoon Mr. Jones. Mr. Jones : Good afternoon Suzie. 1? Suzie : Im very well, thank you. How are you? Mr. Jones : Im doing terrific. Suzie- 2? I havent seen you for a while. Suzie : I have been away on a holiday with my family for one week to Koh Samui. Mr. Jones : 3., Suzie? Suzie : Yes, I had a great time. Thank you. It was so relaxing. Mr. Jones : I must go now as I have an appointment. 4, Suzie. Suzie : Its was nice to see you again, too. Goodbye.

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Working Out

www.eposhispania.com What is the preferable personality and skill of the hotel personnel in these jobs?

1. Receptionist 2. Cashier 3. Waiter 4. Chef 5. Housekeeper 6. Hotel manager 7. Bellboy 8. AYS staff 9. Bartender 10. Operator

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References Adamson, Donald. International Hotel English. Cambridge: Prentice Hall, 1989. Binham, P. et all. Hotel English: Communicating with the International Traveller.

New York: Pergamon Press Ltd, 1982. Eastwood, J. English for Travel. Oxford: Oxford University Press, 1980. Hall, Eugene J. The Language of Tourism in English. New York: Regents Publishing

Company Inc., 1976. Harding, Keith. Going International. Oxford: Oxford University Press, 1998. Harding, Keith and Henderson, Paul. High Season: English for Hotel and Tourist Industry.

7th Ed. Oxford: Oxford University Press, 1999. Revel, Rod, and Stott, Chris. Five Star English. Oxford: Oxford University Press, 1982. Richards, Jack C. et all. New Person to Person: Book 1. Oxford: Oxford University Press,

1995. Richards, Jack C and Long, M. N. Breakthrough 1. Oxford: Oxford University Press, 1984. Stott, Trish and Holt, Roger. First Class: English for Tourism. 8th Ed. Oxford: Oxford


Thammasat University Press, 1995. Website http://ncb.intnet.com http://tradeget.com www.bangkok-hotelpro.com www.eposhispania.com www.hotelshool.com www.kegx.com www.virginmedia.com

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Unit 4 Hotel Marketing

Lets start Read the following information, then underline the facilities offered by each hotel. What are the sales points of each hotel? A.

Hotel Sandy Beach The lively self-contained hotel development stands right beside a long sandy beach just a few minute walk from Hua Hin center. Brightly furnished in a traditional Thai style, its comfortable rooms are located both in the main hotel and in adjoining bungalows. Staff are friendly and helpful and top family attractions include its well run childrens amenities and marvelous entertainment programs. Local sports and shopping areas are also very good and you will find plenty of nearby bars and entertainment complex. We offer Large pool, poolside bar, main bar, lounges with television, three restaurants including buffet-style with an ocean view, traditional tavern, tennis, golf, water sport, game room, business center with internet facility, entertainment program, Disco, Karaoke, spa and traditional massage.

Thanya Beach The Belamar Golf Course Surfing-Indonesia Koh Lanta, Krabi

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B.

Beach Front Hotel The hotel is large and comfortable, especially popular with families. Situated right above a superb and sandy beach, it offers you wonderful relax with your family. Friendly and informal, with a reputation for typical Thai hospitality and good food, it has organized fun and game for children in the club while parents will enjoy the chance to unwind and soak up the sun. Our facilities Pool, sun terrace, garden, bar, lounge, Thai restaurant, European restaurant, tennis, table tennis, horse-riding, game room, children playground, beach soccer and volleyball, barbecue, disco, karaoke, souvenir shops.

Beida Playground Tennis court in Utah College

Conversation Give information about the hotel for the marketing purpose. Situation 1 Guest : Can you give me some information about the hotel? Sales : Yes, of course. The hotels in the center of the city. There

are three restaurants, two bars and a coffee shop. The cost is $40 for a single room, $60 for a double room per night. Weve spa and big swimming pool. The hotel is on the beach.

Guest : Are there any sport facilities? Sales : Yes, there are tennis court and fitness center. Situation 2 Sales : Our hotel is very modern. Guest : Have you got a conference room?

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Sales : Yes, of course. We have a large, medium and small room for meeting, seminar and conference fully equipped with conference facilities.

Guest : How about three-room suite, have you got some? Sales : Im sorry, we havent got any. But we have got a pent-

house which is on the top floor of the hotel. It is very luxurious and modern.

Situation 3 Client : I would like to have some information about the hotel. What about the location? Sales : Our hotel is right on the beach, so we have a private sand

beach. There are two wings, garden view and ocean view. We also have a little cabin by the sea that is fantastic atmosphere. It is only ten minutes by bus from the downtown. We provide luxurious facilities for our guests.

Client : We have five persons in our family. How would you suggest the accommodation? Sales : I would recommend you a suite at the ocean wing. There

are two bedrooms and a sitting space which is comfortable for the children to do their activities. We also have a playground with an attendant to look after young children while their parents are relaxing beside the pool. The tennis court and sport club are also very interesting for young people.

Client : That sounds interesting. (Adapted from: First Class: English for tourism. By Stott, T. and Holt, R. 2000 p.98-99) Activity 1 What kind of information should sale staff provides for guests? List types of information.

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Listening Listen to the conversation and answer the following questions.

1. What type of hotel does the caller prefer to? 2. What is the special package for now? 3. How much is the special package? 4. Does the special package include meals? 5. How much is the children under 12? 6. Does the caller make a reservation?

Language Focus 1. Suggestion and Recommendation May I suggest .? Could I recommend ? Would I suggest ..? Would I recommend .? I would suggest.. I would recommend Example May I suggest a little cabin by the sea? It is fantastic atmosphere.

Could I recommend you our Thai Restaurant? It is a perfect place for dinner.

Would I suggest seafood salad? It is our well-known dish. Would I recommend a connecting room? It is more economical and more comfortable for a family of five. I would suggest a dinner at Grill Restaurant. I can book a table for you if you like. I would recommend a taxi. It is faster to arrive floating market early in the morning.

2. Have and Have got We often use have/has got rather than have/has alone.

We have got a big swimming pool beside the beach. The managers (has) got a message for you.

In questions and negative sentence Have you got a credit card? No, I havent got any credit card.

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Has she got her breakfast voucher? Yes, she has. Do you have a confirmation letter? No, I dont have a confirmation. Has he got a voucher? No, he hasnt got a voucher. Does he have a voucher? No, he doesnt have a voucher.

* Normally we dont use have/has got for past tense. Did you have your wallet yesterday? I couldnt call you. I didnt have your friends number. He did not know the time. He didnt have a watch.

Have for actions Have breakfast/lunch/dinner/a meal/a drink/ a cup of coffee/ a cigarette etc Have a swim/ a walk/ a rest/ a holiday/ a party/a good time etc Have a bath/a shower/ a wash Have a look (at something) Have a baby (give birth to baby) Have a chat (with someone)

(Adapted from: International Hotel English. By Adamson, D. 1989. p. 7) Activity 2: Write a passage to describing hotels services. Express the description of hotels facilities to your customer.

Conference room Layana Resort, Krabi www.civilization.ca www.ffpam.org.my

Conversation Conference and Banquet Situation 1 Operator : Sandy Beach Hotel. June speaking. How may I help you? Caller : Good morning. I would like to speak with someone in

connection with conference facilities.

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Operator : Certainly. I will connect you to Mr. David our marketing manager. Just a moment, please.

David : David Bolton speaking. How may I help you? Caller : Yes, Good morning. I am Mike Gate from Grapevine Company.

I am calling to get some information about conference facilities. David : Well, first of all, could you please tell me a little bit about what

you are looking for? Caller : Yes, we would like to arrange a conference for our clients. It is

an annual sales conference. We would like a conference room and accommodation for 100 people. The conference room might need a space for a products demonstration and an exhibition. We also need an audio-visual of modern technology. So we can use the computer presentation.

David : We have got all of things you need here, the conference room for 100 participants, full option of technology for presentation. We can manage the space for your activities. And we have accommodation which can serve up to 600 people. I just need to know the period of time of your conference as we are fully book until September.

Caller : The conference is going to be held in December 12th to 14th . David : I have to check as December is the busiest month of the year.

But it is still possible since you have called early. I dont want to waste your time waiting. Could I send you the detail directly to your office?

Caller : Very good. What I would like to know is the location of the hotel, the room rate for group of 100 people, the cost of meals, and the cost of banquet service. I also like to know about the tourist attraction and sport activities around there. By the way, would you please send the details first thing in the morning? I need it as soon as possible. So we can discuss in the administration meeting this week.

David : Of course, sir. And thank you for calling us. Caller : Good bye. Situation 2 Operator : Savanna Hotel, Good morning. May I help you? Caller : Yes, I would like to have some information about facilities.

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Operator : Just a moment, please. I will put you through to Marketing. Peter : Good morning. Marketing. Peter speaking. Caller : My name is Simon Young from the Center hospital. We are

going to hold an international conference for surgery doctor from Southeast Asia. There are around 300 participants from many countries. I wonder if you could provide the conference room and facilities for the conference.

Peter : When is the conference, sir? Caller : The exact dates are June 5 to 10. Peter : Would you like an accommodation as well? Caller : Yes, we would like to know the room rate include breakfast and the cost

of lunch and dinner per person either. Peter : Would it be more comfortable for you if I send you all the necessary

details? I will have it sent to you as soon as possible so you can have a look and make a decision.

Caller : One more thing, do you have a special rate for customers come in group since we are a big group of 300 people and the date of conference is off-season period.

Peter : Certainly, sir. We offer a special rate that you will prefer to. If you dont mind, may I have your name and your contact address?

Caller : My e-mail address is [email protected] and my mobile number is 6198751200.

Peter : Thank you for calling, sir. Goodbye. (Adapted from: High Season: English for Hotel and Tourist Industry. By Harding, K. and Henderson, P. 1999. p. 155) Activity 3:

From the two conversations, what factors do they use for selling hotel service? List down the

factors you could observe from the conversations.

38

Reading Hotel Advertisement

Hua Hin Beach Hua Hin Rail Station www.virgin-vacation.com www.gotoasia.no

Summer skies are here again, and theres no better place to enjoy them than Hua Hin, Thailands original resort. Come and relax, unwind and enjoy a few days at Klai Kangwon Resort Hua Hin, for unbeatable Summer Skies offer. At 9,999 Baht, Summer Skies package includes:-

Two nights accommodation for two persons. Daily buffet breakfasts. A gift voucher for 1,000 baht for use at shops and outlet in the hotel. Government tax and service charge

Bonus o Arrive Sunday Thursday and receive 1,500 baht discount. o Arrive Friday or Saturday and receive Free Saturday BBQ dinner. o One children under 12 sharing room with parents absolutely free

including breakfast and BBQ dinner (where applicable) (Adapted from: Promotion Package brochure of Hilton Hua Hin Resort and Spa. 2002) Activity 4: Use the above information. 1. List the offers which this hotel provides to persuade guests to use its service. 2. Write the hotel advertisement to offer special package to guests as the above example of hotel advertisement.

Working out Look for more hotel advertisements and discuss about the offers with your friends.

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References Adamson, Donald. International Hotel English. Cambridge: Prentice Hall, 1989. Binham, P. et all. Hotel English: Communicating with the International Traveller.


7th Ed. Oxford: Oxford University Press, 1999. Manne, Saxon. Travel and Tourism. Hong Kong: Thomas Nelson Ltd., 1982. Naterop, B. Jean and Revell, Rod. Telephoning in English. Second Ed. United Kingdom:

Cambridge University Press, 1997. Revell, Rod and Stott, Trish. Highly Recommended: English for the Hotel and Catering

Industry. Oxford: Oxford University, 1994. Rimkeeratikul, Sucharat. English for Work. Bangkok: Thammasat University Press,

1966. Stott, Trish and Holt, Roger. First Class: English for Tourism. 8th Ed. Oxford: Oxford


Thammasat University Press, 1995. Website Beida Playground from: http://ecw.com Tennis court in Utah College from: www.utah.edu.jm Conference room from: www.ffpam.org.my Layana Resort, Krabi from: www.krabi.info Thanya Beach Koh Lanta, Krabi from: www.krabi.info The Belamar Golf Course from: www.thebelamar.com Surfing-Indonesia from: www.extreamsportcafe.com www.civilization.ca www.gotoasia.no www.virgin-vacation.com

40

Module 2: English for Front Office Unit 5: Telephone Operator Unit 6: Reservation Office Unit 7: Receptionist Unit 8: Cashier

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Unit 5 Telephone Operator

Lets start Think of the knowledge and skills the telephone operator should have. What makes person be a better telephone operator? Discuss with your friends.

www.blakeinvestigations.com www.geocities.com www.mbhospitality.org

Conversation Telephone in hotels Situation 1 Operator : Good morning Rainbow hotel. May I help you? Caller : Good morning. Can I speak to Mr. Tommy Lee Jones, Please? Operator : Im sorry. What was the name, please? Caller : Mr. Tommy Lee Jones. Operator : Rightthats room 707Just hold the line, please.

Its ringing for you now. Situation 2 Operator : Good evening. Rainbow Hotel. Can I help you? Caller : Yes, could you put me through to Mr.Jengin Room 113, please? Operator : Hold the line, please..Still trying to connect you. Operator : Its ringing for you now. Operator : Im sorry. Im not getting any reply. Can I take a message? Caller : Yes, Could you tell him that Miss Bennet called.

He has got my number. But I will call again in an hour. Operator : Thank you Miss Bennet. I will give Mr. Jengin a message.

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Situation 3 Operator : Good morning. Rainbow Hotel. May I help you? Caller : Hello. Could I speak to Miss Sarah, Room 202? Operator : Hold the line, please. Operator : Im sorry, but the line is engaged. Would you like to hold on? Caller : No, I dont think so. Perhaps you could tell her to call me.

Im her sister and Im at 541-5507. Operator : 5-4-1-5-5-0-7. Ill give her the message as soon as possible. Activity 1: What would you say when 1. You answer the phone come in. 2. You dont hear the voice properly. 3. You have called the guests room but no answer. 4. You try to call the guest room but he is using the phone. 5. A caller wants to reserve a room. The operator tells the caller. 6. The guest wants to make a long distance call. The operator asks. 7. The guest wants morning call. The operator asks. 8. The operator asks the caller to wait. 9. The operator asks whether the caller wants to leave a message. 10. The operator asks whether the caller wants to wait when the telephone line is engaged.

Language Focus 1. When you have difficulty to understand.

- I beg your pardon. - Im sorry I didnt catch your words. I cant hear you. - Im sorry. Would you please repeat that? - Im terribly sorry but I cant hear you. Please try again.

2. When you ask the caller to wait. - One moment, please. - Just one moment, please. - Would you mind waiting a moment? - One moment, please. Im putting you through.

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- The phone is ringing for you. - I am trying to connect the line. - May I put you on the hold? - Would you like to wait?

3. Returning to caller who you ask to wait. - Im very sorry to keep you waiting but There is no answer.

I think nobody in the room. The line is still engaged. He/she is on another line. He is not in. 4. Ask whether the caller wants to leave messages.

- Can I take the message? - Would you like to leave the message? - Would you like to call back later? - Would you like him/her to call you back? - May I have your name and your phone number?

5. Telephone message. For Example: Message from caller: - John leaving a message for Mary: Could you tell her Ill be waiting in front of Silom complex at 7.00 p.m. Message written down: - John will be waiting for you in front of Silom Complex at 7.00 p.m. (Adapted from: Telephoning in English 2nd Ed. By Naterop, J. and Revell, R. 1997. p.40-41) Activity 2: Practice to writing message from the telephone conversation 1. Silom smile leaving message for Richard Gere: Please tell him his reservations is confirmed. 2. Dada travel leaving message for Antony Hobgins. Just tell him the driver will pick him up at 6.30 tomorrow morning. .. 3. Maria Clien leaving a message for Mariah Carey: Tell her Ill contact her again when she come back from Milan.

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4. Hansons Manager leaving message for Jaya Bees: Could you tell her she won a concert ticket of Hanson and please call back at 2822072 as soon as possible. . 5. The American Embassy leaving message for Ronny May: He should bring three passports photos to us by Monday in order to get his new passport issued, Form of telephone message

Message Note

Message for: Room No:

Date: Time: . From: .. Tel. No..

Please call at the number above will call back at (time) . Message. ... Taken by time.

Conversation

Operator : Sawasdee Ka, San Sabai Resort. May I help you? Caller : Yes, Id like to speak to Mr. Samuel. Operator : Is he a guest at the hotel? Caller : Im not sure. Could you check, please? His last name is Magill. Operator : And could you spell that, please? Caller : M-A-G-I- double L Operator : M-A-G-I- double L Certainly, madam. Ill check the record.

One moment, please. Im sorry. Mr. Samuel has a reservation for today but he has not arrived yet. Would you like to leave a message?

Caller : Yes. Operator : May I have your name, please?

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Caller : My name is Pate. P-A-T-E Operator : And your message is.. Caller : Please tell him that Ill meet him at the coffee shop at 8 p.m. Operator : Yes, Ms. Pate will meet Mr. Magill at the coffee shop at 8 p.m. Caller : Thats correct. Operator : Ill make sure that Mr. Magill gets your message as soon as he

arrives. Is there anything else I can do for you, madam? Caller : No, thank you very much. Operator : Youre welcome. Good bye, madam. Then operator records the message into the voice-recording machine in Mr. Magills room. Good afternoon, Mr. Magill. Ms. Pate has left a message for you. She said she will meet you at the coffee shop at 8 p.m. tonight. Thank you for staying with us. (Adapted from: Hotel English. By Binham, P. et all. 1982. p. 47) Activity 3: What kinds of information the telephone does operator need when the caller wants to leave a message? How can she ask for messages?

Listening

Listen and complete the conversations. Dialogue 1 Operator : Operator. 1.? Caller : You certainly can. Can you give me a wake up call? Operator : With pleasure. 2..? Caller : O.K. Please wake us up at 6.30 tomorrow morning. Operator : Yes, Madam. And 3.? Caller : 419 Operator : Certainly, madam. 4... Dialogue 2 Operator : Paul speaking. May I help you? Caller : Yes, Id like to make a 1 to Sydney please.

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Operator : What is the number, Madam? Caller : Its 2. Operator : Just a moment, Madam. Caller : 3.. what time it is in Sydney now? Operator : Its around 4.. a.m., madam. Activity 4: What do these words mean? A local call A long distance call An oversea call A reverse charge call (AE a collect call) An area code Telephone directory Message Engaged

Working out

- Make a conversation with your friend for various situations when you call a hotel. - Find more information of important countries codes. - Remember the alphabet used in international telephone operation.

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References . (Hotel English for Thais) 2.



7th Ed. Oxford: Oxford University Press, 1999. Naterop, B J and Revell, R. Telephoning in English. 2nd Ed. Cambridge: Cambridge University Press, 1997. Stott, Trish and Holt, Roger. First Class: English for Tourism. 8th Ed. Oxford: Oxford


Thammasat University Press, 1995. Wrigley, Heide S. May I help you?. Massachusette: Addison-Wisley Publishing Co., 1987. Website www.blakeinvestigations.com www.geocities.com www.mbhospitality.org

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Unit 6 Reservation Office

Lets start

1. What information do you have to give when guests ask for information in order to make a reservation?

2. What information do you need from the guest when they make a reservation? List that information and compare with your friends.

www.ctsc.co.uk

Conversation Hotel Enquiry Situation 1 Reservation : Chom Talay Hotel. Can I help you? Caller : Yes. I am interested in getting some information about

accommodation for some friends coming from Australia. Reservation : What kind of information would you like? Caller : Well. I was wondering whether it would be cheaper for a family of

five to get two double rooms and one single room or to get a suite? Reservation : I would think that the suite might be more economical and more

comfortable for the five of them. Caller : Have you got a three room suite? Reservation : Im sorry. We havent got any three-room suite but we have got

a penthouse which is very luxurious. And a two- room suite Caller : How much would two room suite cost? Reservation : For one night, the cost would be 4,500 baht included breakfast. Caller : By the way, have you got a play ground for children in your

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hotel compound? Reservation : Theres no problem about that. Our hotel is very modern and were fully equipped with recreational facilities. Caller : I will talk to my friend and let you know? Office : Fine, madam. We hope to hear from you soon. Caller : Thank you. Goodbye. Officer : Good bye. (Adapted from: Communicative English for Hotel Personnel 8th Ed. By Utawanit, K. 1995. p.4-5) Activity 1: Answer the questions.

1. Why does the caller call the hotel? 2. What information would the caller like to know? 3. Which way of reservation is cheaper for the caller? 4. How many people are there in the callers group? 5. Does the caller make a reservation?


1. Who call the hotel to make a reservation? 2. How long will the staying be for? 3. What type of room is reserved in this reservation? 4. Who is the reservation made for? 5. Do the customers pay the bill by themselves? Who pay for it? 6. What is the address of person who is going to pay for this reservation? 7. What will the caller do to confirm the reservation? 8. What is the number of the reservation?

Language Focus 1. Questions for asking prices.

How much does . cost? How much would ...be? What is the price of..?

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What about tax and service? How much do you charge per night? Do we have to pay the full price for children? What is the rate for a double room?

2. Pattern for reservation offices response 2.1 Greeting and offering help.

- May I help you? - How may I help you? - Can I help you? - Can I be of any assistance? - How may I be of service?

2.2 Giving information about the rates. - A double room is 2,500 baht per night. - For one night. The cost would be 2,500 baht. - It costs 2,500 baht. - The price includes breakfast. - The price doesnt include breakfast. - It includes tax and services. - It doesnt include tax and service. - There is no charge for children under 14 sharing a room with parents.

2.3 Giving information about the hotel. - Our hotel is very modern on the Hua Hin beach. - Our hotel is near the shopping center. - We have got a big swimming pool. - Im sorry we dont have a golf course.

2.4 Suggestion/advice - I would think the suite is more economical and comfortable. - I think you should get a suite. - I suggest that you (should) get a suite. - I recommend that you get two adjoining rooms. - How about two connecting double room? - Why dont you get a suite?

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Conversation Hotels reservation Situation 1 Operator : The Palace hotel. How may I help you? Caller : Yes. Id like to make a reservation, please? Operator : Ill put you through to reservation. Hold the line, please. Reservation : Reservation, Ian speaking. May I help you? Caller : Yes. Id like to make a reservation Reservation : Certainly, and can I have your name, please? Caller : My name is Lewis. James Lewis. Reservation : Right Mr. Lewis. What kind of room would you like? Caller : Id like to reserve a double room. Reservation : When would you like to stay, sir? Caller : From the 27th of April for four nights. Reservation : Fine, sir 27th April and for four nights, double room. Ill check

Availability..Yes, we can reserve it for you. Is this a company or individual booking? Caller : Oh, its individual. Reservation : Have you ever stayed with us before? Caller : No. I havent. Reservation : Would you like one of our Executive rooms, Mr. Lewis, on the top floor so you can see the view of the sea? Caller : No, thank you. I dont like using the lift and also Ive got a bad

leg. So I was hoping I could have a room near the ground floor. Reservation : Thats alright. Ill make a note of that and I will allocate a room

on the first floor for you. Caller : Thank you. Reservation : Will you be paying by credit card? Caller : Yes, the Visa card. Reservation : And whats the number, please? Caller : Just a minuteIts 956-0811-7673. Reservation : So thats 956-0811-7673. And your address?

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Caller : 37 Wireless Road, London WA9 Reservation : Thats fine. Ive reserved a room for you. Your reservation

number is PC 3420. We look forward to seeing you soon. Caller : Thank you. Good bye. Reservation : Good bye. Activity 2: Answer the following questions.

1. What information does the reservation need from the caller? 2. How does the reservation staff ask for those information? 3. How can you ask the caller to repeat the information again? 4. How can you repeat the information yourself?

Language Focus 1. Expression for room reservation

Customer

Id like to book a single room. Id like to book a conference room. How much do you charge per night? Can I reserve for a double room from 12th to 15th of December? Do you have adjoining room?

Reservation

What kind of room would you like? What will be you period of stay? What will be the starting and ending dates of your stay? How long do you plan to stay? For how many nights do you plan to stay, sir/madam? May I please have your name? Would you please spell the name? Are you traveling with the company or is this a personal trip? Who is the reservation for? May I have a name of the company?

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Could you give me your address? Are you coming by plane? When does the flight arrive, sir/madam? When will you be arriving, sir/madam? Can you give me your flight number in case the plane is late? Would you like the hotel limousine to pick you up at the airport? We can pick you up at the train station, if you like. We have a limousine service, if you prefer to?

2. A sentence which can be spoken in the direct or indirect voice. Direct We do not have any more suite room, sir. Indirect There is no more suite room available, sir. in the direct sentence, we do not have, makes the hotel look bad. The indirect sentence

says the same thing in a better way. Direct We cannot give you a discount for the spa service with your voucher,

madam. Indirect Your voucher does not include a discount on spa service, madam. Never say we cannot to the guest. The guest will remember that the hotel cannot do

something. The indirect makes the guest remember that her voucher did not include something.

Direct We do not accept personal checks without a major credit card, sir. Indirect Personal checks are accepted only with a major credit card, sir. We do not accept makes the hotel look cold or unfriendly. The indirect sentence says

the same thing and is more positive. (Adapted from: International Hotel English. By Adamson, D. 1989.) Activity 3: Practice changing the following direct to indirect.

1. We do not have Internet service. 2. We do not accept Indian Rupees. 3. We do not have any more room. 4. We do not have a spa service. 5. You must pay cash for a long distance call.

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6. We do not serve breakfast until 7.00 oclock. 7. You cannot get NHK. 8. We do not have any message for you. 9. The phone does not work. 10. I cannot buy an airplane ticket for you.

Working out Work with your friends to practice conversations to reserve a hotel room. Suppose you

have a five-day off holiday and you would like to have a peaceful rest at seaside hotel & resort. Then role-play in the class.

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7th Ed. Oxford: Oxford University Press, 1999. Naterop, B J and Revell, R. Telephoning in English. 2nd Ed. Cambridge: Cambridge

University Press, 1997. Revel, Rod and Stott, Chris. Five Star English. Oxford: Oxford University Press, 1982. Stott, Trish and Buckingham, A. At Your Service. Oxford: Oxford University Press, 1995. Stott, Trish and Holt, Roger. First Class: English for Tourism. 8th Ed. Oxford: Oxford


Thammasat University Press, 1995. Wrigley, Heide S. May I help you?. Massachusette: Addison-Wisley Publishing Co., 1987. Website www.ctsc.co.uk

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Unit 7 Receptionist

Lets start 1. What kind of service do guests prefer to when they first arrive to the hotel?

2. How can you make the first impression? List of actions you should do.

www.virginmedia.com

Conversation

Welcoming to the hotel Situation 1 Receptionist : Welcome to Deep Sea Hotel, May I help you? Guest : Hello, I would like a room for tonight. Receptionist : Excuse me, do you have a reservation? Guest : No, I dont. Receptionist : Just one night? Guest : Of course. And for one person. Receptionist : What kind of room would you like? We have executive, standard,

twin, and double - bed rooms. Guest : How much do they charge? Receptionist : $ 120 for executive and $80 for a standard one. Guest : Well, Id like a standard twin bedroom, please. Receptionist : Thats fine. How will you settle your account? Guest : By the credit card. Do you accept Diner? Receptionist : Yes, Madam. Can I have your card for a moment? Guest : Here you are. Receptionist : Thank you. And would you please make a registration?

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Activity 1: Answer the questions.

1. What do you call this type of guest without reservation? 2. Is the room available for the guest? 3. What type of room does the guest choose? 4. How much is the room rate? 5. How does the guest pay for the room?

Conversation

Checking in and registration at hotels.

Situation 1

Receptionist : Good evening. Welcome to Sabai hotel. May I help you? Guest : Yes, I would like a room for tonight. Is it possible since I havent had a reservation. Receptionist : How long will you be staying? Guest : For two nights. Receptionist : And for one person? Guest : One person, please. Receptionist : Yes. We have a single room left. It is at the sea wings so the cost is

2400 baht per night include breakfast. Guest : Thats fine. Receptionist : Could I have your name, please? Guest : Robert De Nero. Receptionist : And may I take your home address, please? Guest : It 4717, Forest Street, California. The zip code is 71172. Receptionist : Could you tell me where you have just come from and

where you are planning to go next? And also you date of arrival and the date of departure.

Guest : I have just arrived from California today, and I will leave for Singapore in next two days. Receptionist : Would you put your signature here, please?..

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Thank you. Since youre not a Thai citizen, Ill require your passport in order to complete the registration. Guest : Here it is. Receptionist : Thank you very much. And how will you be settling your

account, sir? Guest : Do you accept the Visa card? Receptionist : Yes, sir. May I take an imprint of your card? Guest : Here you are. Receptionist : Thank you very much sir. Your room number is F 70 on the sixth floor. Heres your key. The elevator is on the right.

If you just tell a porter your room number, he will follow you up with the luggage.

Guest : Thank you. Receptionist : My pleasure, sir. Enjoy your stay with us. Situation 2 Receptionist : Welcome to Chom Tale, How may I help you. Guest : Yes, I have reserved a room for tonight. My names Sato. Receptionist : Just a moment, please. . Im afraid the hotel has not received your reservation. When did you make the reservation, sir? Guest : About a month ago. Receptionist : Under what name was the reservation made? Guest : It may be in my secretary name, Joan Westwood. Receptionist : One Moment, please. Ill check the record. Im very sorry, sir. We havent received your reservation. Guest : Thats strange. Do you have any other room available? Receptionist : Im afraid, the hotel is fully booked this evening, Mr. Sato. I

apologize for this inconvenience. Would you like me to make a reservation for you at another hotel?

Guest : Thanks. Id appreciate it. Receptionist : Youre very welcome, sir. Would you mind taking a seat over

there or you can have some drink at the lobby bar while you are waiting. (Adapted from: Communicative English for Hotel Personnel. 8th Ed. By Utawanit, K. 1995)

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Activity 2: What will you say if you need the following information 3. The name of the guest and how he spells it. 4. The length of staying at the hotel. 5. What the guest wants you to help. 6. The guests address, telephone number, zip code, etc... 7. The places that the guest comes from and goes next. 8. To have the guests passport. credit card, and so on 9. To know how the guest is going to pay for the bill. 10. To tell the guest that he hasnt got the reservation. 11. To ask whether in what name the reservation is made. 12. To ask whether the guest would like you to make a reservation for other hotel.

Listening

Listen to the conversation and complete the dialogue.

Receptionist : Good afternoon, Sir. Can I help you? Client : Yes, we have a 1... The names Smiths. Receptionist : Just a moment, please2. Yes, that was a 3. with a sea view from 21st to 27 th. Client : Thats fine. Here you are. Receptionist : Could I have your passport for a moment? Its a 4. to make

a photocopy of your passport as you are not a Thai Citizen. Client : Thats Okay. Receptionist : Thank you sir. Could you please 5 your name here? .

Thank you very much. Your room number is6 and the porter will carry you 7 and show you the way to your room. Enjoy your stay, sir.

Client : Thank you.

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Language Focus 1. Useful expression to clarify the reservation. - Im afraid the hotel has not received your reservation. - May I ask when you made the reservation, sir/madam? - Under what name was the reservation made? - One moment, please. Ill check the record/ the computer. - The hotel is fully booked this evening, sir/madam. - I apologize for the inconvenience. - Would you like me to make a reservation for you at another hotel? 2. You can use will/ would/could/ and may to express for registering the hotels client.

- Will you please register? - Would you like to register please? - Could you fill in this registration form, please? - Could you sign your name, please? - Would you put your signature here please? - May I see your passport please? - May I have your card for a moment please? - Heres your key. - Heres your key card. - Your room number is 115. - The porter will show you the way up. - If you just tell the porter your room number, he will take your suitcase up

to your room. 3. If there are any problems with the room. - Im afraid your room is not ready yet, sir/madam. - Would you mind waiting, please? - Its wont be long, sir/madam. - The room will be ready by 1.30 this afternoon. - We do apologize for any inconvenience. - Would you like to wait in the lounge? 4. Late Check- out - You may leave your bags with the bellman.

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- Yes, sir. You may stay in your room until 8.00 tonight. - There is a charge of half a day. 5. Extending a reservation - Certainly, sir/madam. May I have your name and room number? - Im very sorry. But the room is already booked for this evening. - One moment, please. Ill check our record.

- Im afraid the hotel is fully booked for the next week but there may be some cancellations. Would you like me to put your name in the wait list? - If there is a room, Ill let you know right away.

(Adapted from: Communicative English for Hotel Personnel. 8th Ed. By Utawanit, K. 1995) Activity 3: Complete the following sentences.

1. Im sorry, sir. But the room is .. for this evening. 2. You your bags with the bell man. 3. You your room until 6.00 this evening. 4. May I have your name and .., please? 5. Ill check our .. 6. You can have for more two days. 7. The hotel is .for the next week but we may have some . 8. Would you like me to put you on..? 9. Would you like to check with us again at ? 10. If there is a room, Ill

Working out 1. Practice telling the guest what they should know about the hotel while they are

checking-in and make a registration. 2. How can you say when you present the welcome drink to the new arrival

guests?

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7th Ed. Oxford: Oxford University Press, 1999. Richards, Jack C. et all. New Person to Person: Communicative Speaking and Listening.

Book 2. Oxford: Oxford University Press, 1995. Revell, Rod and Stott, Trish. Highly Recommended: English for the Hotel and Catering

Industry. Oxford: Oxford University, 1994. Stott, Trish and Holt, Roger. First Class: English for Tourism. 8th Ed. Oxford: Oxford


Thammasat University Press, 1995. Viney, Peter and Hartley, Bernard. New Amrican Streamline: Departures. Oxford:

Oxford University Press, 1994. Viney, Peter and Hartley, Bernard. New Amrican Streamline: Connections. Oxford:

Oxford University Press, 1995. Wrigley, Heide S. May I help you? Massachusette: Addison- Wisley Publishing Company,

1987. Website www.virginmedia.com

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Unit 8 Cashier

Lets start Read the following numbers and pronounce them. 570 bath 3,450 baht 47,825 baht 186,000 baht 2,400,935 bath US$ 55.25 US$ 850.50 AUS$ 9.50 SING$ 66.95 SING$ 90,560

www.web-malls.net www3.sunysuffolk.edu

Conversation Checking out: Paying the bill. Situation 1 Cashier : Good morning sir, Can I help you? Guest : Id like to settle my bill. Cashier : Certainly sir. Its Mr. Jones, isnt it? Jones : Thats right. Im leaving today, so Id like to have my bill. Cashier : Just a moment sir.Here you are. Three nights at 12,500

baht and here are the meals that you had at the hotel and the long distance call to Italy. That makes a total of 14,370 baht.

Jones : Um whats this amount here? Cashier : Thats the ten percent service charge. Jones : So the service charge is included. Cashier : Yes, sir. Jones : Right. Now, Can I pay by Euro card? Cashier : Certainly, sir. May I have the card, please?

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Jones : Here you are. Cashier : Would you sign here, please? Thank you very much. Situation 2 Guest : Could I have my bill please? Receptionist : Certainly sir. And the room number, please. Guest : Room 661. The name is Michael Singers. Receptionist : Here we are, sir. That comes to 13,750 baht altogether. Guest : But Ive only been here one night. Do you think you could go

through it item by item and explain it all? Receptionist : The room number 661. There are Fax to Rome is 500 baht,

the restaurant lunch and dinner are 2,750 baht, the laundry here is 500 baht, and I am afraid we have made a mistake at item 5 which is the room service. Did you order anything from the room service last night?

Guest : No. not at all. But I made a long-distance call to Milan once. Receptionist : Yes, it shows in item 7 for 710 baht. Guest : Thats right I think. Its quite long talking. Receptionist : Im sorry to keep you wait for a while but I will correct the

mistakes. It will be less for the bill. Guest : Thanks. Youre so helpful. I just wanted to make sure thats all. Receptionist : Here you are, sir. Its 11,960 baht together. Guest : Can I pay by credit card. I have AE cards. Receptionist : Certainly, sir. One moment, please. Could you please sign here? Receptionist : Thank you very much and please accept our apologize for the

mistake. Guest : Thats Okay. Receptionist : I hope to have you with us again. Have a nice trip, sir. Guest : Goodbye. (Adapted from: Communicative English for Hotel Personnel. 8th Ed. By Utawanit, K. 1995. p.36-37 )

Activity 1: Answer the questions.

1. How much does it cost for the total bill? 2. Does it have a mistake in the bill? What is the mistake?

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3. How long has Michael stayed at this hotel? 4. How does Michael pay for this bill? 5. What are the expenses which Michael has spent?

Conversation Paying bill in the restaurant Situation 1 Customer : I dont have any bath. Is it okay if I pay in US dollars? Waiter : Certainly, sir. Situation 2 Customer : Id like to use my Visa card, if thats OK. Waiter : Certainly, Madam. Thatd be fine. Situation 3 Customer : Hmm. Can I pay by check? Heres my banker card. Waiter : Im very sorry sir. We dont accept Bankers cards. Do you have international credit card? Situation 4 Customer : Can I use these Chinese Yuan? You see, Ive got very few bath

left. Waiter : Im not sure, sir. Ill ask the manager. Just a moment, please.

Language Focus 1. The possible questions to ask the hotel cashier. - How much will the taxi cost? - Is it more expensive to dine in the hotel restaurant? - How much is the package day-tour around the city? - Can I exchange my money here? - Can I get a better rate at the bank? - Why do you charge so much for telephone call? - Why do you charge so much for taxi service. - Why dont you accept Indian Rupees? - Why cant I get a cash advance here?

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- Why wont you accept my personal check? - Why is your rate so low? - Whats wrong with my credit card? - Whats the rate at the bank? 2. The pattern of expressions to response. - The price for taxi service is 200 baht for round trip, sir. - The charge for city day-tour is 1,500 baht a person, sir. - Its a hotel policy, sir. - Since the local bank doesnt accept this currency, sir. - Im very sorry. But we dont have any contract with this kind of card, sir. (Adapted from: Communicative English for Hotel Personnel. 8th Ed. By Utawanit, K. 1995) Tip: When you have to explain something - Smile. - Maintain eye-contact. - Explain the information the guest needs to know. - Use the guests name often. - Tell the guest what you can do for him/her. - Thank the guest when they finish questions. Activity 2: Practice telling the price. Use the information from the following extract.

Room rate: Garden Villa

2,700 baht per night (Sunday Thursday) 3,500 baht per night (Friday Saturday) 2 bedrooms Beach-front Villa * 9,000 baht per night (Sunday Thursday) * 12,000 baht per night (Friday Saturday) Special Privileges (Select ONE) - 1 complementary Thai set dinner for 2 persons - 1 complementary Foot massage for 2 persons Rates are valid for minimum of 2-night stay. Late check-out until 3pm upon availability. A deposit fee is required.

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1. Is the bill prepared for the guest? 2. Is the service included in the bill? 3. How does the guest pay for the bill? 4. What does the cashier give to the guest? 5. Do you think the guest feel satisfied in this situation? Why or Why not?

Conversation Selling and Buying in Hotel Shops Situation 1 Salesperson : Good morning, can I help you? Customer : Yes, Im interested in some scarves. Salesperson : All our scarves are in this section. What do you think of this one? Its made of silk. Customer : It looks nice, but Id like to have something warm for the winter. Salesperson : You may like a heavy wool scarf. How about this one? Customer : I think thats what I want. Does it come in beige? Salesperson : Yes. Here it is. It suites to any colors. Customer : How much is it? Salesperson : Its seventy dollars with tax. Customer : Its a little expensive. Do you think its possible to get a discount? Salesperson : We give 10% discount for the guest. Do you stay in the hotel? Customer : Yes, Im a regular guest of this hotel. Salesperson : Good. How would you like to pay? Customer : By American Express. Salesperson : Just a moment, maam. Situation 2 Salesperson : May I help you, Miss? Customer : Yes. Do you have these shoes in size seven? Salesperson : They are not on the shelf. Ill have a look in the stockroom. .

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Im very sorry. They are out of stock. Would you like these ones? They are the same style. Customer : Okay. Ill try them on. How do you think? Salesperson : They look perfect on you. Customer : How much are they? Salesperson : They are on sales for only 1,500 baht. Customer : Ill take them. Could you wrap it up for me? Salesperson : Certainly, Miss. Activity 3: How do you say when

1. You have to greet customer. 2. You have to tell the price. 3. You have to tell that the price includes tax. 4. You can/cannot give a discount. 5. You have to know whether the customer would like to pay the bill. 6. You ask whether the customer stay in the hotel. 7. You have to look for goods in stockroom. 8. You dont have the color that the customer would like. 9. You have goods in different color. 10. You want to thank you the customer.

Working out Gather more information about credit card companies and currencies of countries around the world as well as the exchange rate. Then present out on the chart for your friends.

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References Adamson, Donald. International Hotel English. Cambridge: Prentice Hall, 1989. Ashley, A. Oxford Handbook of Commercial Correspondence. China: Oxford University

Press, 2003. Binham, P. et all. Hotel English: Communicating with the International Traveller.

New York: Pergamon Press Ltd, 1982. Clemens, J. and Crawford, J. (Edited). Word Will Travel. Canberra: ELS Pty Ltd., 1994. Harding, Keith. Going International. Oxford: Oxford University Press, 1998. Harding, Keith and Henderson, Paul. High Season: English for Hotel and Tourist Industry.

7th Ed. Oxford: Oxford University Press, 1999. Hollett, Vicki. Business Objectives. New Ed. Oxford: Oxford University Press, 1996. Richards, Jack C. et all. New Person to Person: Communicative Speaking and Listening.

Book 1. Oxford: Oxford University Press, 1995. Richards, Jack C. et all. New Person to Person: Communicative Speaking and Listening.

Book 2. Oxford: Oxford University Press, 1995. Stott, Trish and Holt, Roger. First Class: English for Tourism. 8th Ed. Oxford: Oxford


Thammasat University Press, 1995. Viney, Peter and Hartley, Bernard. New Amrican Streamline: Departures. Oxford:

Oxford University Press, 1994. Website www.web-malls.net www3.sunysuffolk.edu

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Module 3: Food and Beverage Unit 9: Waiter and Waitress Unit 10: Room Service Unit 11: Bar Staff Unit 12: Kitchen Staff

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Unit 9 Waiter and Waitress

Lets start What are the restaurant service staffs as waiter and waitress duties? What do they do when they arrive the restaurant until finish the jobs. Discuss the routines of waiter and waitress.

www.inmagine.com www.fotosearch.com www.schuetterstudio.com

Conversation Restaurant reservation Situation 1 Waiter : Mai Thai Restaurant. Richie speaking, may I help you? Caller : Yes, Id like to book a table. What time do you serve? Waiter : We serve lunch from 11.00 to 15.00 and dinner from

17.00 to 22.00, sir. Caller : Right... Are you open every day? Waiter : Thats correct, sir. We open every day. Caller : Can I book a table for Saturday, then? Waiter : Certainly, sir. How many people is it for? Caller : For 6 people. Waiter : And for what time, sir. Caller : For one oclock. Waiter : May I have your name, please? Caller : OLeary. O-L-E-A-R-Y

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Waiter : The table for 6 people on Saturday at 1 p.m. Thank you very Much, Mr. OLeary. Goodbye.

Situation 2 Waiter : Good evening, sir. Welcome to Mai Thai. Do you have a table?

reservation? Guest : No. Im afraid not. Waiter : Thats alright. Would you like a table in smoking or non-

smoking area? Guest : Non-smoking, please. Waiter : Please come with me.Is this table for your liking? Guest : Its perfect. Waiter : Would you care to take a seat? Please allow me.

(pull back a chair) Situation 3 Waiter : Good evening, sir. Welcome to Mai Thai. Do you have a table

reservation? Guest : Yes. The name is OLeary. Waiter : Oh. Mr. OLeary. Please come with me. This table is for you. Waiter : Would you care to take a seat? Please allow me.

(pull back a chair) Waiter : Excuse me. I will be right back with the menu. (Adapted from: Highly Recommended: English for the Hotel and Catering Industry. By Revell, R. and Stott, T. 2000.) Activity 1: What would you say when

1. You greet the customer. 2. You want to know the number of customer. 3. You want to know whether the customer has a reservation. 4. You want to know the name of the customer. 5. You ask whether the customers like their table. 6. You tell the customer the time for serving. 7. You tell the customer the tables are fully booked. 8. You ask whether the customer would like to wait.

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9. You offer the drink for the customer. 10. You thank you the customers for the waiting and seat them at the table.

Listening Listen to the conversation and complete the dialogue. Waiter : Good evening, sir. Welcome to Mai Thai. 1? Guest : No. Im afraid not. Is it possible to have a table? Waiter : Im afraid we a bit crowded tonight. But if you would like to

wait, 2, sir. Guest : How long would it be? Waiter : I think in 3.., sir. Guest : Ok. I will wait. Waiter : Thank you very much, sir. And 4, please? Guest : Mark. Waiter : Thats fine, sir. Would you like 5 at the bar

while you are waiting? Guest : Sound good!

Conversation Taking order Situation 1: at fast food Waiter : May I take your order, please? Customer : Yes, Id like a chicken burger and a large order of French fries. Waiter : Certainly. And would you like a salad? Customer : Yes, small salad, please. Waiter : Right. And what kind of dressing would you like? We have

Thousand Island, Italian, and French. Customer : Italian. Waiter : Would you like anything to drink? Customer : Id like a large iced-coffee.

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Waiter : Chicken burger, large French fries, small salad with Italian dressing, and large iced- coffee. Thank you, madam.

Situation 2 Waiter : May I take your order, please? Customer : Yes, Id like to start with a salad? Waiter : Certainly. And what kind of dressing would you like? Customer : French dressing. Waiter : What would you like to follow? Customer : Id like clam chowder, please. Waiter : Good choice, sir. And whats the main course? Customer : May I have T-bone steak? Waiter : Certainly, sir. How would you like your steak? Customer : Make it medium-rare. And can I have a glass of red wine with

my meal. Waiter : Yes, of course... And would you care for any dessert? We have a

fantastic chocolate cheese cake. Customer : Ok. Ill have a piece with black coffee. Waiter : Very good, sir. Its wont take long. (Adapted from: New Person to Person:

English for Hotel Business

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