Expressions Used on the Telephone

Whatever you’re doing, there are some expressions that are commonly used.
Hello
Goodbye
Is Mr. _____ there (in)?
May I speak to Ms. __________?
I would like to speak to Mr. __________.
Hold please.
I’ll transfer you.
I’ll put you through.
May I help you?
I’ll call back.
I got your message.
I’m returning your call.
Dialogue on the Telephone
Staff: VIP Lounge. How can I help you?
Guest: Yes, this is Mrs. Turner in room 2110. I’d like to arrange an elephant ride for my
daughter.
Staff: Certainly ma’am. When would you like to go?
Guest: How about 10:00 AM?
Staff: Would you also like me to arrange transportation to and from the ride?
Guest: That would be great, if it’s not too much trouble.
Staff: No trouble at all ma’am. If you could meet me in the VIP Lounge at 10:00 I’ll escort
you to the taxi.
Guest: Sounds great. I’ll see you then.
Staff: See you at 10:00 Goodbye.
Staff: Room Service, how can I help you?
Guest: Yes, could you send up a BLT, a bag of chips, and an ice tea.
Staff: Of course sir, could I have your room number?
Guest: It’s 1515.
Staff: OK, your order will be there in about 15 minutes.
Guest: Thank you, goodbye.
Staff: Housekeeping, how can I be of assistance?
Guest: Could I have a couple more blankets sent up to my room please.
Staff: Of course ma’am. Could I have your room number.
Guest: I’m in room 777.
Staff: They will be there in 10 minutes.
Guest: Thanks. Bye.
Staff: You’re welcome, have a good night.
Dialogue about Taking Messages
Caller: May I speak to Mr. Morrison please?
Staff: He is not in at the moment. Can I take a message?
Caller: Yes, could you tell him that Julie Anderson called.
Staff: Could I have your number please?
Caller: Yes, it’s 555- 6709.
Staff: I’ll give him the message.
Caller: Thanks, bye.
Staff: Is this the Gillett room?
Guest: Yes, it is.
Staff: May I speak to Mr. Gillett?
Guest: He’s not here, he’s at the pool. Call I have him call you back?
Staff: Yes please, have him call the front desk. It’s about the change in his departure flight.
Guest: I’ll give him the message.
Staff: Thanks, bye.
Role Play Activity for Telephone Use
Role play the following situations with a partner, one person taking the role of the caller and
the
other person taking the role of the callee.
Message 1- A is calling, B is taking message
Information for A XXXXXXXXXXXXXXInformation for B
Name of caller: Warren Keller Reason can’t answer: Out of office
Name of person wanted: Sam Fuller
Reason for call: Meeting canceled
Message: Reschedule for Wednesday at 10:30
Message Memo
Date: _________________________
Time:_________________________
To: ___________________________
Message: __________________________________________
_________________________________________________
_________________________________________________

Message 2- A is calling, B is taking a message

Information for A XXXXXXXXXXXXXXInformation for B
Name of caller: Alice Lynn Reason can’t answer: On another line
Name of person wanted: Choi Sung Hee
Reason for call: Thompson merger
Message: Call office ASAP
Message Memo
Date: _________________________
Time:_________________________
To: ___________________________
Message: __________________________________________
________________________________________________
________________________________________________

Most people make a reservation by phone before they arrive at a hotel so they don’t have to
walk around finding a hotel with rooms available. Below are some common expressions that
are used when booking a room by phone.
Expressions Used for Making Reservations
Caller
I would like to make a reservation.
What kind of rooms do you have?
Do you have a room with two double beds?
Can I get an ocean view room?
How much is it per night?
What facilities does the hotel have?
Are pets welcomed at the hotel?
Receptionist
What date do you want to check in?
How long will you be staying?
Do you want a smoking or non-smoking room?
How many people in your party?
I’m afraid we are booked that weekend.
Dialogues for making reservations
Receptionist: Desert Inn, can I help you?
Caller: Yes, I’d like to book a room for the 30th and 31st of this room. Do you have anything
available?
Receptionist: Yes sir. We have three standard rooms available.
Caller: How much is it?
Receptionist: The rooms are $175 per night for one person. There is an additional charge
of $20 for each additional guest. How many people will be in the room?
Caller: Just me. Is there a complimentary breakfast with that?
Receptionist: Yes sir.
Caller: What other facilities do you have?
Receptionist: There are 2 restaurants, an outdoor pool, a sauna and laundry services.
Caller: OK, I’s like to book a room.
Receptionist: Yes sir, you’re all set. See you on the 30th.
Caller: Thanks, bye.
Receptionist: Goodbye.
Once you arrive at the hotel you need to check in- to let the hotel know that you have
arrived and want to register and go to your room. Below are some common expressions
that are used when checking in.
Expressions Used for Checking in
Guest
I’d like to check in.
Do you have any rooms available?
I will be stating for two days.
How much is it per night?
What time is checkout?
Staff
Do you have a reservation?
How many days would you like to stay?
Please fill out this form.
May I see your driver’s license or passport?
How many people in your party?
Dialogues for Checking in
Staff: Hello, how may I help you?
Guest: Yes, do you have any room available?
Staff: Yes sir, we have mountain-view rooms and suites.
Guest: I’d like a room please. How much is it?
Staff: For one person the rate is #150 per night?
Guest: OK, I’ll be staying for 5 nights. Could I see your driver’s license please and
please complete this form.
Guest: Here you go.
Staff: Here is your room key. You’ll be in room 908. Do you need any help with you
luggage?
Guest: No thanks, I can manage. Thank you.
Staff: Welcome to the Pleasure Place. How can I help you?
Guest: I’d like to check in. I have a reservation.
Staff: Of course, could I have your name please?
Guest: James, Elliot James.
Staff: Here you are. You are staying for 4 nights- is that correct?
Guest: Yes, I may have to stay another day or two. Will that be a problem?
Staff: No problem sir. How will you be paying, with cash or a credit card?
Guest: I’ll be using my Master Card.
Staff: Could you complete this form and may I get a copy of your passport port?
Guest: Of course, here you go.
Staff: You are in room 1212. Here is your room key. I’ll call a bell boy to assist with your
luggage.
Guest: Thanks.
Staff: Have a pleasant stay.
Guest: I’m sure I will.
When you are ready to leave you need to check out- hand over your room key and pay the
final bill. Below are some common expressions that are used when checking out.
Expressions Used for Checking out
Staff
How will you be paying- by cash or credit card?
Have you used the minibar?
I hope you enjoyed your stay.
Could I have the room number and room key please?
Guest
I’d like to check out.
I want to check out. Could I have the bill?
Could I have a receipt, please?
I think there’s mistake on the bill
Could we get some help bringing our luggage down?
Is there a shuttle bus to the airport?
Dialogues for Checking out
Guest: I’d like to check out please.
Staff: Of course, could I have your room number and room key?
Guest: Here you go.
Staff: Give me a moment to get the final bill. You used the mini bar, is that correct?
Guest: Yes, I had a couple of cokes and a bag of chips.
Staff: Here’s the final bill. Will be still be paying by credit card?
Guest: Yes, here my Visa card.
Staff: Thank you sir. I hope you enjoyed your stay.
Guest: I did, thank you.
Guest: I want to check out please.
Staff: Yes sir, could I have your room number and key?
Guest: Room 566. Here’s the key
Staff: Did you use the mini bar sir?
Guest: No.
Staff: Here is the final bar. You’ll be playing by cash, correct.
Guest: Yes, that’s correct.
Staff: Here’s you receipt and change.
Guest: Thanks, what time does the shuttle bus leave for the airport?
Staff: It leaves in ten minutes. You can board to the right of the front door.
Guest: Thanks, goodbye.
Staff: Good bye sir. Have a pleasant flight.
Role Play
Working in pairs of two role play the situations of making a reservations and checking in and
out. Use your imagination and have fun.

Lesson Plan for Describing Hotel Jobs

A large hotel can employ hundreds of staff, all with a specific responsibility, function, and purpose. Each
employee has a specific role to play in meeting the needs of the guests. The specific functions of
particular
employees are usually described under job descriptions or duties. Although the role of most hotel staff
may
be obvious, there may be times when a guest may ask about an employees job or his duties. Certainly
these
kinds of questions may be asked on job interviews. There are a couple of standard expressions that can
be
used when asking about a person’s occupation. Look at the example below.

Expressions Used to Describe Hotel Jobs

What do you do?

What’s your job?
What do you do for a living?

Once a person knows what your job title is, they may want to know a little bit about your specific job
duties.

Sometimes it is hard to tell exactly what a person does just from the job title. Look at the expressions
below
that can be used to inquire about job duties.

What are your job duties?

What exactly do you do?
What does your job entail?

Dialogue about Describing Hotel Jobs

Guest: What do you do?
Staff: I’m a events coordinator for a hotel?
Guest: What exactly does an events coordinator do?
Staff: Well, we arrange and set up all the things needed for a conventions and conferences for various
groups. We try to ensure that every thing runs smoothly and efficiently during the event. For example,
we schedule rooms, arrange for the set up of any needed equipment required (such as audio-visual
equipment, microphones, etc.), and solve problems that may come up.
Guest: That’s sounds interesting.
Staff: It has its moments.

Guest: What’s your job?

Staff: I’m a chef.
Guest: Are you a head chef?
Staff: Well, I’m the head pastry chef.
Guest: Sounds sweet. Where do you work?
Staff: At the Hilton Arcadia Spa and Resort.

Guest: What do you do for a living?

Staff: I’m employed at a hotel as a bell man.
Guest: So you take people’s luggage to their rooms.
Staff: Yes that, but I also arrange things like taxis for guests. One of my most important functions is to be
a source of information. I provide a lot of information to guests, such as the kinds of facilities and their
location in the hotel, places to eat in the area, and places to go and see on the island.
Guest: Just out of curiosity- do guests tip well?
Staff: Some do, some don’t.

Whole Class Activity- Describing Hotel Jobs: First to Know

Put the following jobs an the board and then read the job descriptions. The students listen to the
descriptions
and determine the job being described. The first person to know the job should race to the board and
circle
the job and put their initials in the circle. The student with the most initials win.

Clerk/receptionist
This person checks people into the hotel.

Bell man
This person takes guest bags to their room.

Tram driver
This person drives people to/from various places at the hotel

Cook
This person prepares food in a restaurant.

Pastry chef
This person makes bread, cakes, and cookies.
Waiter/waitress
This person serves guests food in a restaurant.

Hostess
This person greets guests and takes them to their table in a restaurant.

Bartender
This person makes drinks.

General Manager
This person is the boss.

Masseuse
This person gives guests massages.

Maintenance worker
This person fixes things that need to be repaired.

Housekeeper
This person keeps the rooms clean.

Grounds keeper
This person cuts grass, trims bushes, and water flowers.

Guest Relations Agent

This person works with VIP guests.

Health Center Staff

This person assists guests in the gym.

Booking the hotel:

A: Fairway Hotel. Can I help you?

B: Hello, I would like a room for tonight.Friday, August 15 th to the 20th through the 23rd.

A: What kind of room would you like?

B: I’d like a single room, please.

A: Hold on, please.... I’m afraid all our single rooms are reserved. The only room we have available is a
twin.

B: How much for the twin room?

A: Sixty dollars including tax excluding tax / before tax.

B: Does that include breakfast?

A: No, but breakfast is available in our dining room.

B: OK, I’ll take a room for tonight (only).

A: I’ll need to get your credit card information to guarantee your room....

Checking in:
A: Hi, my name is Suzuki and I have a reservation for tonight.
B: Let me check. OK, yes. A twin room for one night.
A: That’s right.
B: You are in room 408. How would you like to pay for the room?
A: Do you take American Express Travelers Checks?
B: Certainly, are they in American funds?
A: No, in Canadian. Is that OK?
B: Yes, no problem. With the exchange, that comes to 83.76 dollars Canadian.
A: Do I pay now or when I check out.
B: In advance, please.Copyright Inter Ed Consultants 2003
A: Here you go.
B: The elevator is just around the corner. Do you need any help with your bags?
A: No thanks. I can manage myself.
B: Is there anything else we can do to help you enjoy your stay?
A: Can you give me a wake-up call at 7:00?
B: We don’t do that from here. You can use the clock radio in the room, or you can
program the telephone in your room to ring at 7:00.
A: Oh, yes. I have a meeting downtown tomorrow. Does this hotel have a shuttle bus?
B: No, I’m afraid we don’t, but we will be happy to call a taxi for you if you provide us
with the details.
A: No, that won’t be necessary. I can call from my room.
B: There are no charges for local calls.
Calling the front desk
B: Front desk.
A: Hi, I’m in 408 and my TV doesn’t seem to be working.
B: We will send someone up to take a look at it in a few minutes.
How is everything else?
A: Everything else with the room is great. Do the rooms come equipped with irons?
B: No, but they are available free of charge here at the front desk.
A: Can you send it up with the person who is going to look at my TV?
B: Certainly. Tom should be up there by 2:00.
A: Thanks. What should I do with the iron when I’m finished?
B: You can keep it in your room. If you don’t hear back from me before 9 tonight,
just leave it on your desk and the cleaning staff will pick it up in the morning.
A: OK, thanks for everything.
B: Enjoy your stay, and don’t hesitate to call if there is something else I can do for you.

Conversation about booking a hotel room

Receptionist: Good morning, Pine trees Hotel. How can I help you today?

Customer: Hello, I would like to book a room for tonight / Friday, August 15th / the 20th
till the 23rd.

Receptionist: What kind of room would you like?

Customer: I would like a double room, please.

Receptionist: Please hold on I will check .... I am afraid we only have single room
available. Tomorrow we will have a double room

Customer: OK that will do. How much for a single room?

Receptionist: Forty pounds including vat / excluding vat / before vat.

Customer: Are meals included in that price?

Receptionist: Yes, your breakfast and dinner are included and are served in our dining
room.

Customer: That’s great; I will take a single room for tonight and change to a double
room tomorrow.

Receptionist: Can you give me your credit card details so we can book your room....

hats the conversation on asking for a wake up call about?

This is a conversation between two people one is John and the other is the hotel receptionist.
John is trying to arrange a wake up call and also for breakfast to be delivered to is room.
Asking for a wake up call conversation
John: Hello am John.
Hotel receptionist: Yes, Sir. How may I help you today?
John: I have a plane to catch tomorrow morning and I can't miss it. Is it possible to arrange a
wake-up call for 6:30am?
Hotel receptionist: Yes, I am arranging that right now. What is your room number?
John: Am staying in room 666.
Hotel receptionist: OK, you’ll get your wake-up call at 6:30 in the morning. Is there anything
else I can help you with today?
John: Yes, I’d like to have some breakfast and a pot of tea delivered to by room after my wake
up call.
Hotel receptionist: What breakfast would you like a full English or continental breakfast.
John: A full English with extra toast please.
Hotel receptionist: Alright.
John: Yeah. That’ll be all for now. I will settle my bill, when I check out in the morning.
Hotel receptionist: Would also like me to arrange a taxi to the airport for you?
John: Hmm, yes that would be great. Can you order one for 8-30am.
Hotel receptionist: Yes, that will be fine. Is that all?
John: Yes, Thanks for all your help.
Hotel receptionist: It was my pleasure. Have a nice day.
John: Thanks and you to. Bye.
Conversation hints on asking for a wake up call
Hello am John is a basic way to introduce yourself when you don't know the person your calling.
Hello sir is very polite way of answering the telephone. The hotel receptionist could have
answered hello John, but saying yes, sir is more professional.
Is there anything else I can help you with today? By asking is there anything else allows John to
ask for something else.
Is that all? This is used to see if John wants to order or ask for something else or not.

Lesson Plan for Greetings and Farewells to Hotel Guests

First impressions last a life time, or at least until the guests check out, so it is important to make
a good
first impression. There are numerous expressions that can be used when first greeting hotel
guests. Some are
very formal and appropriate for greeting guests and some are more informal and should only be
used
with friends or co-workers. Obviously, employees of the hotel industry should use the more
formal
expressions, however the less formal expressions will also be presented to give learners a well
balanced repertoire to choose from.
English Expressions for Greeting Hotel Guests
Formal Expressions
Good morning (sir/ma’am)
Good afternoon (sir/ma’am). Welcome to (name of hotel/shop, etc)
Good evening (sir/ma’am)
How are you this morning (afternoon, evening, today)?
Less Formal Expressions
Hello
Hi
What’s up?
How’s it going?
Of course, after the greeting, the dialogue must be continued, and what is said then depends on
the
situation. When interacting with hotel guests that continued interaction usually involves
determining
what the guest wants or needs. A couple of standards that can be used in the hotel industry are:
How can I help you today Ma’am (sir)?
Can I be of assistance?
How may I assist you?
May I assist you with anything?
What can I do for you today?
English Dialogue for Greeting Guests
Staff: Good morning Ma’am. Welcome to the (…Spa)
Guest: Thank you.
Staff: How can I help you today?
Guest: I’m here for a (….massage).
Expressions for Farewells
More Formal expressions
Goodbye
Thank you for coming. Have a pleasant day.
Goodbye, please come again.
Goodbye, I hope to see you again.
Less Formal Goodbyes
See you later (soon) So long
Good bye Bye
I have to run I have to be going now
Catch you later Later
See you again Please come again
The informal expressions above can be used among friends and co-workers, but would be too
informal
to use with guests.
Lesson Plan for Talking about Facilities and Amenities

Most hotels offer their guests many facilities and amenities for their use and enjoyment. The
facilities may
include pools, sauna and steam room, a number of restaurants, a health center, tennis courts,
putting
greens, programs for children, a business center, etc. Throughout the course of the day a guest
may ask
a hotel employee about any one of them. Questions that guests might have are: does the hotel
have a
particular facility, where it is located, when are it’s hours of operation, how much does it cost,
do the facility
staff speak English, etc.
Guests may also ask about facilities or places outside the hotel. Such places may be a diving
school, an
historical site to visit, a hot night club, or a panoramic vista. The list could be endless. The more
knowledgeable hotel staff are about the local facilities and points of interest, the better service
they
will be able to give to the guests.
Below are lists of various hotel facilities or activities that guest may inquire about.
At a Hotel In the Community
Restaurants Shopping Malls
Cafés Scuba diving
Lounges Snorkeling
Spas Golf
Saunas Island Tours
Steam Rooms Boat Charters
Gift Shops Elephant Treks
Gym/Fitness Centers Zoos
Conference Rooms Museums
Business Centers Panoramic Vistas
Swimming pools Aquariums
Squash Courts Sea Kayaking
Tennis Courts Open Traditional Markets
Putting/chipping greens Nature treks
Children’s Programs Grocery Stores
Dialogue about Hotel Facilities and Amenities
Guest: We’re looking for a good restaurant for dinner?
Staff: What kind of food are you interested in?
Guest: Since we are in Thailand, we want to try Thai food.
Staff: The Thai Thai Restaurant is always a good choice.
Guest: Thank you very much. We’ll try it.
Guest: Could you recommend a place to take our kids? They’re getting bored at the beach.
Staff: There’s a movie theater in Phuket Town at Central Festival they might enjoy.
Guest: Well maybe. Is there anything else more exciting?
Staff: Lots of kids seem to have a great time at the Go-Cart track.
Guest: No way. That’s way too dangerous.
Staff: Have they ever ridden an elephant?
Guest: No, but is it safe?
Staff: Oh, absolutely. The elephants are well trained and the trainer leads the elephant along
the path.
Riders are strapped into the seats with safety belts, just like in a car. And to be truthful, the
rides
are not that long- 30 minutes or so.
Guest: That sounds OK.
Guest: I need to check my e-mail. Is there an Internet café near here?
Staff: Certainly, sir. The Business Center at the hotel has Internet access.
Guest: Can I also surf the Internet there? I need to find some information for a meeting.
Staff: Absolutely sir.
Guest: Can I also save information to a disk or flash memory?
Staff: Of course.
Guest: Do you know what it cost?
Staff: To be honest sir, I don’t really know. But I’m sure it’s a nominal fee.
Guest: Ok, thank you.
Staff: My pleasure, sir.
Game: Hotel Facilities
Get into groups of four. One person starts and selects a topic and asks the person on his right for
a suggestion. When answering, be sure to give a reason why you would go there. After an item
has
been selected and answered, put an X in the box. Continue around the table until all the items
have
been selected.

Lesson Plan for Bill Settlement

When it’s time to pay for services rendered there are several expressions that both the
guests and staff
may use for paying bills at a hotel. Look at these examples.
Expressions Used for Bill Settlement
From StaffXXXXXXXXXXXXXXXXXXXXXXXXX From Guests
Will that be cash or charge? I’ll be paying with cash.
How will you be paying? Do you accept VISA or MasterCard?
Could you sign here please? There you are.
Here’s you change sir. That’s OK, keep the change.
Would you like a receipt? Could I have a receipt please?
I’ll check the bill again if you like. This seems a bit much. Can this be
right?
Yes, a service charge is included in the bill. Is a tip or gratuity included in the bill?
Let me double check that for you ma’am. I think there’s been a mistake on the
bill.
Dialogues for Bill Settlement
Guest: Could I have the check please?
Staff: Of course sir, I’ll be back in a moment.
Guest: I’d like to check out please.
Staff: Of course sir, could I have your room number and room key?
Guest: The room was 333. Here’s the key.
Staff: Did you use the mini bar sir?
Guest: Yes, I had a couple of sodas.
Staff: The total comes to $577.99. Will you be charging this sir?
Guest: Yes, put it on my Visa Card.
Staff: Sign here please. And thank you for staying with us.
Guest: There you go. Thanks
Staff: How will you be settling your bill sir?
Guest: I’ll be paying by cash.
Staff: Yes sir, here’s the bill.
Guest: Excuse me, but what is this charge for?
Staff: Let me see, it’s for an apple pie.
Guest: But we didn’t order apple pie.
Staff: I’m terrible sorry for the error sir. Let me refigure this. Here you go sir.
Guest: That looks right. Thank you.
Staff: Sorry for the error sir, and please come again.
Staff: Would you like to pay for the tennis court in cash or charge it to your room?
Guest: Just charge it to my room please.
Staff: Yes sir, if you could just sign here.
Guest: There you are.
Staff: Thank you sir, have a pleasant day.
Whole Class Activity- Vocabulary: First To Know
Put the following words (in bold) on the board. The teacher reads the definitions of the
words. Students listen
to the definition and the first student that knows the word races to the board and circles the
work and puts
their initials in the circle. The person with the most initials wins.
Supplement: An addition to something
Amount: The cost of something
Sub-total: The amount of part of a bill
Total: The entire cost of something
Exchange Rate: The cost of one currency compared to another
Room Rate: The price of a room at a hotel
Charge: To pay for something with a credit card
Discount: An amount subtracted from the total
Invoice: Another word for bill
Coupon: A paper with a set price (usually discounted) for a good
Balance: The amount of money remaining (usually in a bank account)
Debit: To subtract from a balance
Credit: To add to a balance
Deposit: To put money into a bank account
Gratuity: An extra amount added to a bill given to a waiter or waitress for good service
Tip: A gratuity
Service charge: An additional amount added to a bill
Tax: An amount added to a bill that goes to the government
Lesson Plan for Asking for Permission
Many times, hotel staff will find themselves in situations where they will have to take some
action that will
effect the guest. In these cases, the staff should politely ask the guest for their permission
before taking any
action. The guest may also ask permission to do something. It is only polite to ask for their
permission before
doing so. There are several expressions that can use used for asking for permissions. Look at the
expressions
below.
Expressions Used When Asking for Permission
To ask permission Possible responses
Is it OK if . . . I really wish you wouldn’t.
Do you mind if . . . No, I don’t mind. Go ahead
May I . . . Sure, no problem.
Would it be a problem if . . . No problem at all
Would it be OK if . . . No, please don’t
I would prefer that you didn’t.
Dialogue about Asking for Permission
Staff: May I pour you more wine, ma’am?
Guest: Sure.
Staff: Do you mind if I clean the room now, sir?
Guest: Actually, would it be possible for you to come back in half an hour?
Staff: No problem, ma’am.
Guest: May I borrow you pen.
Staff: Absolutely sir, here you go.
Guest: Would it be a problem if I left my luggage here for a few minutes?
Staff: No problem at all, sir. I’ll, keep on eye on it.
Staff: Is it OK if I make a copy of your passport?
Guest: Sure, whatever you need.
Group Activity- Asking for Permission: A Skit
Divide the class into groups of 2 or 3. Students work together to develop a skit that is
grammatically
correct about guests asking for permission to do something . The request should be denied and
the
reasons given. The guest should continue to try to convince the staff that their request should
be
granted. Once the skit is developed, students present it to the teacher and the rest of class. The
teacher
judges the skit based on grammar and language use, originality, and acting ability.
Lesson Plan for Talking about Facilities and Amenities

Most hotels offer their guests many facilities and amenities for their use and enjoyment. The
facilities may
include pools, sauna and steam room, a number of restaurants, a health center, tennis courts,
putting
greens, programs for children, a business center, etc. Throughout the course of the day a guest
may ask
a hotel employee about any one of them. Questions that guests might have are: does the hotel
have a
particular facility, where it is located, when are it’s hours of operation, how much does it cost,
do the facility
staff speak English, etc.
Guests may also ask about facilities or places outside the hotel. Such places may be a diving
school, an
historical site to visit, a hot night club, or a panoramic vista. The list could be endless. The more
knowledgeable hotel staff are about the local facilities and points of interest, the better service
they
will be able to give to the guests.
Below are lists of various hotel facilities or activities that guest may inquire about.
At a Hotel In the Community
Restaurants Shopping Malls
Cafés Scuba diving
Lounges Snorkeling
Spas Golf
Saunas Island Tours
Steam Rooms Boat Charters
Gift Shops Elephant Treks
Gym/Fitness Centers Zoos
Conference Rooms Museums
Business Centers Panoramic Vistas
Swimming pools Aquariums
Squash Courts Sea Kayaking
Tennis Courts Open Traditional Markets
Putting/chipping greens Nature treks
Children’s Programs Grocery Stores
Dialogue about Hotel Facilities and Amenities
Guest: We’re looking for a good restaurant for dinner?
Staff: What kind of food are you interested in?
Guest: Since we are in Thailand, we want to try Thai food.
Staff: The Thai Thai Restaurant is always a good choice.
Guest: Thank you very much. We’ll try it.
Guest: Could you recommend a place to take our kids? They’re getting bored at the beach.
Staff: There’s a movie theater in Phuket Town at Central Festival they might enjoy.
Guest: Well maybe. Is there anything else more exciting?
Staff: Lots of kids seem to have a great time at the Go-Cart track.
Guest: No way. That’s way too dangerous.
Staff: Have they ever ridden an elephant?
Guest: No, but is it safe?
Staff: Oh, absolutely. The elephants are well trained and the trainer leads the elephant along
the path.
Riders are strapped into the seats with safety belts, just like in a car. And to be truthful, the
rides
 are not that long- 30 minutes or so.
Guest: That sounds OK.
Guest: I need to check my e-mail. Is there an Internet café near here?
Staff: Certainly, sir. The Business Center at the hotel has Internet access.
Guest: Can I also surf the Internet there? I need to find some information for a meeting.
Staff: Absolutely sir.
Guest: Can I also save information to a disk or flash memory?
Staff: Of course.
Guest: Do you know what it cost?
Staff: To be honest sir, I don’t really know. But I’m sure it’s a nominal fee.
Guest: Ok, thank you.
Staff: My pleasure, sir.
Game: Hotel Facilities
Get into groups of four. One person starts and selects a topic and asks the person on his right for
a suggestion. When answering, be sure to give a reason why you would go there. After an item has
been selected and answered, put an X in the box. Continue around the table until all the items have
been selected.

go on an
see a movie go to eat
island tour

go to a world go sailing
renowned
festival

go shopping see historical

Where would sites
you go if
you wanted
to ….. see works of
go snorkeling
art

see the beauty go to night

of nature clubs
 see Buddhist go to an see famous
temples amusement park people

Write the correct word (from the list on the right) to describe each picture:

mask
robe
umbrella
shade
slot
bathtub
dealer
massage
purse
chips

1.

2. beauty

3. eye
4.

5.

6. machine

7.

8.

9.
10. beach
Write the correct word (from the list on the right) to describe each picture:

horseback
conference
balcony
beach
phone
bellhop
course
chair
cart
sheets

1.

2.

3.
4. golf

5. riding

6. room

7. chairs

8.

9.
10.
rite the correct word (from the list on the right) to describe each picture:

TV
microwave
cot
bed
sign
clock
armchair
phone
cups
hallway

1. "do-not-disturb"

2.
3.

4.

5.

6. alarm

7.

8.
9. plastic

10. book
Write the correct word (from the list on the right) to describe each picture:

remote
reception
minibar
pool
safe
staircase
uniform
credit
luggage
jacuzzi

1.

2. control
3. card

4.

5.

6.

7.

8.
9. desk (= front desk)

10.
Write the correct word (from the list on the right) to describe each picture:

bathroom
key
towel
curtains
elevator
lobby
pillow
coffeemaker
lamp
bell

1.

2.
3.

4.

5.

6.

7.

8.
9.

10.

Clear Answers