Lesson 1 Giving Locations Inside a Building

Dialog 1 Showing the Guest Her Room 1

Bellhop: This is your room, Ms. Here is your

telephone. Next to the lamp is our
directory of services if you should need
anything. We have 24-hour room service.
Guest: I see. Do you have a wake-up service?
Bellhop: This is a telephone with an alarm. You can
set it for the time you want to wake up.
Guest: Good.
Bellhop: And this is the remote control for your
television set.
Guest: How many channels are there?
Bellhop: There are many Taiwanese stations on channels one through ninety-nine. On
channel five you get CNN.
Guest: Good. I like to keep up with the news.
Bellhop: You can open and close the balcony door like this. It just slides back and
forth. Here is a DVD player. Your safe is down here. The bathroom is through
this door.
Guest: I see.
Bellhop: Please call us if you need any of our services.
Guest: Thank you very much.
Bellhop: You’re welcome. Goodbye, Ms.

Sentence Patterns
G = Guest B = Bellhop

1. B: Here is your telephone , and this is the room service menu .

safe remote control for the TV
air conditioning unit DVD player
G: I see.
2. B: Here you can a. make your own tea and coffee .
b.
have a hot spring bath while watching TV
G: Good. a. I need a cup of coffee .
b.
I need to relax myself

Words and Phrases for

Giving Locations
bellhop (AmE) n slide v balcony n DVD player
bellboy (BrE) n back and forth dressing room curtain n
next to up and down mini-bar
beside prep remote control desk lamp
through prep safe n ÁRRUODPS

4 Lesson 1
 Grammar Prepositions for describing locations

one is
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 S
. T h e teleph
e d ro o m is next to the 3 desk .
1. You r b
is on the 4. The wa
ugh th chair. stebasket
is thro is below
the
door. desk .

9. There is a pair
of slippers
beside the
bed.

6. The 8. The
wo rem re ar
e are t contro ote over/ e three lig
5. Ther outlets l is in ab hts
electric all. drawe the 7. We have a dining ove the
w r. table.
on this blanket under
the nightstand
nd..

Pair Work
Use the information in this picture, and practice the short conversation. Ask and answer as
many questions as you can. Take turns and practice again.
G = Guest B = Bellhop

G: Where is the . . . ?
R: It is . . . . Next to it is a/an . . .

Giving Locations Inside a Building 5

 Dialog 2 Giving Locations Inside the Hotel 2

Receptionist: Good evening, Ms. How can I help you?

Guest: Where is the telephone?
Receptionist: The public phone, Ms.?
Guest: Yes.
Receptionist: It’s over there at the back of the elevator hallway.
Guest: And could you tell me how to get to the bar,
please?
Receptionist: The bar is on the second floor. Please go straight
along the hallway. Take the escalator up one
floor. The bar is on your left.
Guest: Thanks a lot.
Receptionist: You’re welcome, Ms.

Word and Phrase Focus

3. Walk along the
hallway, and you’ll
see the elevators.
4. Walk across the
lobby, and you’ll
ÀQGWKH)URQW'HVN

1. The reception desk is here.

5. The bookshelf is behind
2. Please take a seat over there.
the sofa.
6. The chair is in front of
the desk .

7. The stairs are on your left . 8. The lady’s room is on your right .
to the left to the right

More Expressions Words and Phrases for

Giving Directions
1. The cloakroom is over there.
straight ad
2. The elevators are straight ahead on the left. at the end
3. The restaurant is at the end of the hallway to the right. ahead ad
4. The pearl shop is along the hall next to the chinaware shop. complicated a
 7KHDLUOLQHFRXQWHULVLQIURQWRIWKHÁRZHUVKRS show somebody the way
6. The stairway is around the corner over there. pass v
proceed v
7. Go up the stairs. = Go upstairs.
past prep
8. Go down the stairs. = Go downstairs.
6 Lesson 1
Practice
1. Choose the correct answers.

1 There is a hair dryer the wall in the bathroom.

a) on b) in c) by d) from
2 There’s a desk lamp the desk.
a) above b) in c) under d) on
3 Go WKHVWDLUVDQG\RX·OOÀQGWKHUHVWURRP
a) on b) in c) up b) by
4 <RXFDQÀQGDQLFHPDFKLQH the end of the hallway.
a) in b) at c) on d) for
5 This is a telephone an alarm.
a) with b) has c) in d) on

2. Listen to the CD and fill in the blanks. 3

Guest: Excuse me, (1) is the Coffee Shop?

Receptionist: The Coffee Shop is on the (2) floor of the New Wing. Take
the (3) to the left, and (4) the Front
Desk to the stairs. Go down the (5) , and continue along
to the next set of stairs. Go up these stairs, and the Coffee Shop is to the
(6) .
Guest: It is rather complicated.
Receptionist: I’d be glad to show you the way, sir. Please follow me.

3. Listen to the CD of a bellboy introducing the room in the picture to a

guest. Some of his expressions confuse the guest because they are not
true. Put an “X” in the blanks for the wrong expressions. Write down the
correct expressions. 4

1
2
3
4

Giving Locations Inside a Building 7

 Lesson 2 Front Desk: Checking In

Dialog 1 Standard Procedure for Checking In 5

Receptionist: Good morning. May I help you?

Guest: Yes. I have a reservation with your hotel.
Receptionist: May I have your name, please?
Guest: Alex Porter. (The receptionist checks on the computer.)
Receptionist: Yes, you booked a double room with a shower.
Guest: That’s correct.
Receptionist: Would you like to register, Mr. Porter?
Guest: Yes.
Receptionist: Please fill in this registration card. Will you be
paying in cash or by credit card?
Guest: In cash.
Receptionist: May I see your passport, Mr. Porter?
Guest: Here you are.
Receptionist: Thank you. Your room number is 511. Here is your
key. The porter will show you the way up.
Guest: Thank you very much.
Receptionist: You’re welcome. Have a great day.

Grammar The adverb “here” Words and Phrases for

Checking In
1. Here you are. (Here + pronoun + the verb “be”)
check in
2. Here it is. (Here + pronoun + the verb “be”) register v
3. Here is your key. (Here + the verb “be” + noun) registration form/card
4. Here comes your bus. (Here + verb + noun) ÀOORXW
passport n
document n
Pair Work ID card
give out
Practice the following conversations with a partner. Change roles distribute v
and practice again. G = Guest R = Receptionist key n
1. R: Good morning. May I help you?
G: I booked a room by phone .
fax
email
R: Your name, please?
G: Mike Brown. I booked about two weeks ago. (Use "Mandy Brown" if you are a female.)
a month
2. R: Welcome to the Jasmine Hotel. May I help you?
G: I’d like to check in. I booked a twin room with a shower with a view of the park.
a double room with a bathtub
a single room with a shower
R. May I have your name, please?
G: Jane White. (Use "Jason White" if you are a male.)
R: Yes. Room 213. It has a lovely view of Central Park.
8 Lesson 2
Dialog 2 Chance Arrival 6

Receptionist: Good afternoon. May I help you?

Guest: Yes. I don’t have a reservation. Do you
have a single room for tonight and
tomorrow?
Receptionist: Certainly, sir. Would you like a room
with a view of the river or the city?
Guest: The river, please.
Receptionist: Please fill out this form.
Guest: Right.
Receptionist: Will you be settling your account in
cash or by credit card?
Guest: In cash.
Receptionist: Thank you, sir. By the way, there will
be a happy hour in the bar from six to
seven this evening.
Guest: That’s great. Thank you for telling me.

Exercise
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1. A guest who never arrives is a .
2. A chance arrival or a is a guest who has no reservation.
3. A joiner is a guest who another guest already in the hotel.
4. A guest who does not sleep in his or her hotel room is a .
5. A guest who leaves without paying is called a .

Pair Work Words and Phrases for

Checking In

Practice the following conversations with a partner. chance arrival/walk-in

no-show
Change roles and practice again.
sleep-out
G = Guest R = Receptionist
joiner n
a. walk-away guest/skipper
1. G: We’ll need an extra bed .
b. settle v
a baby bed
a. in cash/with cash
R: We can make up the sofa bed in your room . by credit card
b.
provide you with a baby bed in advance
2. G: Could you put another bed in the room?
R: We can bring you a sofa bed .
rollaway bed
3. R: By the way, there will be a )UHQFKFKHHVHIHVWLYDOLQWKH,QWHUQDWLRQDO5HVWDXUDQWWRGD\ .
fashion show by the poolside tomorrow evening at seven
New Year’s party in our Star Night Club starting at nine
tonight
barbecue at our Rooftop Garden Café on Monday starting
at noon
G: Thank you for telling me.

Front Desk: Checking In 9

 Dialog 3 Filling Out the Registration Card 7

Receptionist: Good evening. May I help you?

Guest: Yes. I have a booking for today. The name is Alice Austin.
Receptionist: Yes, Ms. Austin, you reserved a presidential suite. Please fill out this card.
Guest: I lost my glasses. Could you help me fill it out?
Receptionist: Certainly, Ms. Austin. Write your name here. Good.
Now on the next line, put your home address. Fine. And
here you write your business address. On this line you
write your nationality, and then your passport number
and expiration date. Next, we need your visa number and
validity date.
Guest: Here is my passport. Can you read the validity date of
the visa for me?
Receptionist: Your visa is valid until December 28th.
Guest: Thank you.
Receptionist: Glad to be of assistance. Finally, right here you will need to write your date
of birth, gender, and then sign at the bottom. I’ll fill in the rest.
Guest: That’s very kind of you.
Receptionist: What is your departure date and time, Ms. Austin? Words and Phrases for
Filling Out the Registration
Guest: Noon on January 1st. Forms

Receptionist: How will you be settling your account? nationality n

address n
Guest: With cash.
gender n
Receptionist: Thank you. Your room number is 566. Here is your key. valid a
The porter will show you the way up. If you have any validity n
questions, you can call Reception by dialing 10 on your departure n
sign v
room’s phone.
imprint n
Guest: Thank you.
rest n
Receptionist: You’re welcome. by the way

Pair Work
Practice the following conversations with a partner. Change roles and practice again.
G = Guest R = Receptionist
Use "Ms."
Ms. instead of "sir"
sir if you are practicing with a female partner.

1. R: Your room number is 798. The porter will show you to your room .
where your room is
how to get to the room
the way
G: Thank you very much.
2. R: How will you be settling your account, in cash or by credit card?
G: By credit card.
In cash.
R: By the way, sir, we ask our guests to settle their accounts every week.
3. R: Will you be settling your account in cash or by credit card?
G: By credit card.
R: Good. We will need an imprint of your credit card with your signature on it.
10 Lesson 2
Practice
1. Match the verbs or phrasal verbs in the left column with the proper objects in the
right column.
1 ÀOORXW a the bill
2 see b your stay
3 enjoy c the form
4 settle d your name
5 write down e your passport

2. Complete each dialog by choosing the proper sentence. G = Guest R = Receptionist

1 R: ?
G: By credit card.
a) Do you have a reservation b) How will you be settling your account
c) May I see your passport, please d) May I know your nationality, please
2 G: ?
R: At the bottom of the card.
a) Where should I sign my name
b) My pen is not working. Where can I get a new one
c) Do you have a vacancy
d) How do I open the safe
3 R: .
G: Thank you for telling me.
a)3OHDVHÀOOLQWKLVUHJLVWUDWLRQIRUP
b) By the way, there will be a pizza party in the bar tonight from 6 to 8.
c) You can use my pen. Here you are
d) You reserved a single room

3. Fill in the blanks. G = Guest R = Receptionist B = Bellhop

R: Good morning. May I (1) you, Ms.?

G: I (2) a single room four weeks ago. I’m Mary Winn.
R: Just a (3) , please. I’ll (4) the arrival list. Yes, I have your
(5) , Ms. Winn, a harbor-view single room (6) a bathtub. You
(7) a $30 advance deposit. Is that (8) ?
G: That’s it!
R: Ms. Winn, your room (9) is 602. Would you please complete this
(10) card.
G: Oh, sure. What is the (11) of this room, please?
R: It’s right here on the card, Ms. Winn—$130 per day.
G: Any discount?
R: Unfortunately no, Ms. Winn. We only have a special corporate (12) for
certain commercial accounts.
G: Well, I’m (13) vacation, so I won’t qualify, I suppose.
R: I am (14) not, Ms. Winn. I see you are staying for five nights.
G: Is that all right?
R: That’s fine. Ms. Winn, here is your room (15) . Enjoy your stay. Tony,
please (16) Ms. Winn to her room.
B: Yes, this (17) please!
G: Thank you!
Front Desk: Checking In 11