UNIT 9

How Can I Help You?

In this unit we will learn how to:

 listen to the needs and requests of guest;

 respond to the needs and requests of guest using

appropriate responses.
Presentation

Let’s Warm Up
Look at the picture below and answer the following questions.

Pict. 9.1
(www.hotelcluster.com)

1. Have you ever checked in and checked out in a hotel?

2. What information did you find when you were in a checking in situation?

3. What information did you find when you were in a checking out situation?

How Can I Help You? 2

Let’s Listen

Activity 1
Listen to the audio played by the teacher then answer the following questions.

Audio 9.1

1. What is the conversation talking about?

2. When did the guest and the receptionist have the conversation?

3. Where did the conversation take place?

4. How long would he stay?

5. What did the receptionist offer in the conversation?

Activity 2
Listen once again to Audio 9.1 then fill in the blanks.

Staff : Good morning, welcome to the Transnational Hotel. What can I do for you?
Guest : Good morning. My name is Top Sanders. I have a reservation for a single room for three
nights.
Staff : Alright, Mr. Sanders. Let me pull up your reservation. I can’t seem to find a record of your
booking. Did you book the room directly through us, or did you use a hotel reservation
service or a travel agent?
Guest : I booked it directly through you. I've already also paid a deposit on the first night. I have
a reservation number if that helps.
Staff : Yeah. Sure. Can I see that, please? Thank you. Oh, I see. Maybe there was a glitch with
the booking system. Well, we don’t have any more single rooms available, with the
exception of one adjoined room. But, you would then be right next door to a family with
children, which might get noisy. But that's not a problem. I can upgrade you to one of our
business suites. They all come with jacuzzis!
Guest : Oh! That sounds nice. But how much more is that going to cost?
Staff : That could of course be at no extra charge to you.
Guest : Oh, thank you.
Staff : My pleasure.
Guest : What about the wireless internet?
Staff : Oh, it's really easy. This is your access code and instructions on how to use it. If you have
any problems, feel free to call the front desk. And this is a list of all the hotels amenities,
like the gym and the indoor pool.
Guest : Ah. Thank you very much.

How Can I Help You? 3

 Staff : You're welcome. Alright. Could I have some form of ID please? And could you just fill out
this registration form?
Guest : Sure. Here's my driver's license.
Staff : Thank you. Alright. I've got you all checked in to your room. This is your room key. You're
in room 653. Just take the elevator on the right up to the 6th floor. When you get off the
elevator, turn right. Your room is at the end of the corridor on the left-hand side. Just
leave your suitcase here and the bellboy will bring it up.
Guest : Great. Thank you very much.
Staff : If you have any problems, feel free to call the front desk. Enjoy your stay.
Guest : Thank you.
Staff : You're welcome.

Let’s Read

Activity 3
Study the dialogues below.

DIALOGUE 1 – Checking In

Staff : Good afternoon. Welcome to the Grand Woodward Hotel. How may I help you?
Guest : I have a reservation for today. It's under the name of Hannighan.
Staff : Can you please spell that for me, sir?
Guest : Sure. H-A-N-N-I-G-H-A-N.
Staff : Yes, Mr. Hannighan, we've reserved a double room for you with a view of the ocean for
two nights. Is that correct?
Guest : Yes, it is.
Staff : Excellent. We already have your credit card information on file. If you'll just sign the
receipt along the bottom, please.
Guest : Whoa! Five hundred and ninety dollars a night!
Staff : Yes, sir. We are a five star hotel after all.
Guest : Well, fine. I'm here on business anyway, so at least I'm staying on the company's dime.
What's included in this cost anyway?
Staff : A full Continental buffet every morning, free airport shuttle service, and use of the
hotel's safe are all included.
Guest : So what's not included in the price?
Staff : Well, you will find a mini-bar in your room. Use of it will be charged to your account.
Also, the hotel provides room service, at an additional charge of course.
Guest : Hmm. Ok, so what room am I in?

How Can I Help You? 4

 Staff : Room 487. Here is your key. To get to your room, take the elevator on the right up to
the fourth floor. Turn left once you exit the elevator and your room will be on the left
hand side. A bellboy will bring your bags up shortly.
Guest : Great. Thanks.
Staff : Should you have any questions or requests, please dial 'O' from your room. Also, there
is internet available in the lobby 24 hours a day.
Guest : Ok, and what time is check-out?
Staff : At midday, sir.
Guest : Ok, thanks.
Staff : My pleasure, sir. Have a wonderful stay at the Grand Woodward Hotel.

DIALOGUE 2 – Checking Out

Staff : Hi there. Are you checking out now?

Guest : Yes, sorry. I know we're a few minutes late.
Staff : That's no problem. It's always really busy at checking out time anyway.
Guest : Oh, really. The last hotel we stayed in charged us for a late checking out.
Staff : The hotel isn't booked this week, so it's not a problem. How was everything?
Guest : The room was great. The beds were really comfortable, and we weren't expecting our
own fridge
Staff : I'm glad you liked it.
Guest : The kids were disappointed that the pool wasn't open this morning, though.
Staff : I apologize for that. We can't get a cleaner in any earlier than 10 am.
Guest : Well we had a nice swim last night anyhow.
Staff : Will you be putting this on your credit card?
Guest : No. I'll pay cash.
Staff : OK. So the total comes to $123.67, including tax.
Guest : I thought it was $115 even. That's what they said yesterday when we checked in.
Staff : Yes, but there is an extra room charge on your bill.
Guest : Oh, I forgot. My husband ordered a plate of nachos. Sorry.
Staff : No problem. So...from $140, here's your change. Now, I'll just need to ask you for your
room keys.

How Can I Help You? 5

Activity 4
Look at the pictures and read the expressions below.

Self-introduction and Offering Help

 Good morning
 This is hotel…. May I help you?
 Welcome to.… Hotel. How can I help you?

Pict 9.2
(http://bahasainggrismudah.com0

Check In

 Do you have a reservation?

 What name is the reservation under?
 Can you please spell that for me, Sir?
 May I have your ID, Sir, please?
 Here is your key.
 If you need anything, anytime, just dial zero..

Pict 9.3
(http://bahasainggris-jepang.blogspot.com)

Check Out
 Are you ready to check out?
 Can I have your room number and name, please?
 What room were you in?
 Was everything satisfactory?
 Thank you
 How was your stay?
 Did you enjoy stay with us?
 How will you be paying for this?
 Will you pay by cash or credit card?
Pict 9.4  Enjoy the rest of your holiday.
(https://ksmtour.com)  Have a safe trip home.

How Can I Help You? 6

Practice

Let’s Write

Activity 5
Complete the following dialogues below with the right expressions.

DIALOGUE 1

Staff : Welcome to the Pleasure Place. ___________________?

Guest : I’d like to check in. I have a reservation.

Staff : Of course, ________________________?

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. _______________________, 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 _______ stay.

Guest : I’m sure I will.

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 DIALOGUE 2

Guest : I’d like to check out please.

Staff : Of course, _________________________ 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. ___________________________________?

Guest : Yes, here my Visa card.

Staff : Thank you sir. I hope you ___________________________.

Guest : I did, thank you.

Let’s Speak

Activity 6
Practice the dialogues below with your partner.

Dialogue 1
A (staff) B (guest)

greets B greets A

asks B about reservation states B’s name

asks B to spell the name spells B’s name

states the room and days replies

asks B to sign signs the paper

giving key and direction to the room thanks A

Says goodbye thanks A

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 Dialogue 2
A (guest) B (staff)

checks out asks room key

gives the key giving the bill and payment option

choose visa card saying thank you

thanks B says goodbye

Production

Let’s Do it

Activity 7
In pairs, make dialogues based on the situations below.

Then, practice the dialogues in front the class with your partner.

Situation 1:

Imagine you are a receptionist of ___ Hotel. There are guests who arrive at the reception for checking in.
What do you say to them?

Situation 2:

Mr. ___ wants to check out. What do you say to him?

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Vocabulary List

IPA (International
English Jenis Kata Indonesia
Phonetic Alphabet)
Check in verb [] Mendaftar/cek in
Check out verb [] Meninggalkan/cek out
Payment noun [] pembayaran
Reservation noun [] Pemesanan tempat
Adjoined adjective [] Bersebelahan
Amenity noun [] Kenyamanan
Bellboy noun [] Pelayan/pesuruh
Amenity noun [] Fasilitas

How Can I Help You? 10

Fun Fact
5 Unique Hotels in Yogyakarta

1. The Innessya, A Hotel with a Beachfront Pool at Kukup Beach

The Inessya Resort / Hotel is a trending topic on Instagram
social media. Inessya Resort is located on the Bukit Antara
Baron Beach and Kukup Beach. Inessya Resort has a swimming
pool on the cliff edge. Here you can enjoy the sunset while
swimming in the pool.

2. The Paris Bed and Breakfast Hotel

The Paris Bed and Breakfast Hotel is very popular because the
nuances are quite unique. Lodging with a classic style makes us
feel like we are in France in the past. Antique and ancient
furniture in it makes anyone who stays overnight feel at home
and amazed.

3. Grand Palace Hotel Yogyakarta

3-star hotel Grand Palace Hotel Yogyakarta comes with a
unique and elegant concept. The hotel has a royal feel with
large pillars and statues of gods and goddesses like Roman royal
palaces.

4. Kampoeng Djawa Guest House

Kampoeng Djawa Guest House, this hotel has Javanese nuance.
The classic Javanese nuance that is presented at every corner
makes visitors feel at home to relax.

5. The Phoenix Hotel

The Phoenix Hotel has architecture with nuances of Dutch
Colonial and Java. We will hear the sound of the gamelan when
exploring every room. This hotel is one of the most luxurious
hotels in Yogyakarta.

How Can I Help You? 11