Crismery Roa Ramirez

2-16-3665

First exercise answer, Correct or incorrect: 1. Incorrect. 2. Correct. 3. Incorrect. 4. Correct.

Listening 5.1 Exercise answer.

1. Good morning! Welcome to the Petrovskaya hotel. How are you?

2. Ok, may I have your passport, please?
3. Thank you, Mr. Perry. Yes, you have a reservation for a double room for three night.
4. Could I have your credit card, please?
5. Thank you, here is your keys card. You are on the second floor and the room number is
here.
6. Do you need any help with your luggage?
7. Enjoy your stay at the Petrovskaya Hotel, Mr. Perry.
 Crismery Roa Ramirez
2-16-3665

Exercise 3 answers. Because the room’s number is on the key card.

Exercise 4 answers.
-A double room with balcony.
-Two Nights.
-No
Exercise 5 answers.
1. Could I have your credit card, please?
2. Can I order a taxi for you?
3. May I have you room’s number, please?
4. Can I reserve a table for you?
5. May I have your key card and room number, please?
 Crismery Roa
2-16-3665

Exercise 1. Hotel service and Facilities Guest room Facilities

24/hour front desk cot/crib
Express checkout kiosk Fitness Centre
Indoor swimming pool hairdryer
In room safe iron
Laundry service walking service

Exercise 2 Answer.
1. Shampoo 2. Soap 3.Shower Gel 4. Hands lotion.
5. Pillow 6. Blanket 7. Duvet 8. Sheet

Exercise 3. Answers listening 5.3: 1, 4, 5, 7, 8, and 9

Exercise 4 answers listening 5.4: 1. False 2. True. 3. False. 4. False.

 Crismery Roa

2-16-3665

Answers point 6. 1. book 2. Charge 3. Choose 4. Overpriced 5. Order 6. Affordable

Answers point 7.

They are talking about booking on a website

Conversation 1. $95 $115 $170

Conversation 2. 20, 5 6, 0-0, 0-6, 0-6-3

Conversation 3. 312
 Crismery Roa 2-16-3665

Answer point 1: Agree with number: 1, 3, 4, 5.

Answer point 2: 1. Disappointing 2.shabby 3.Missing 4.broken 5.dirty 6.noisy 7. Uncomfortable
8.unhelpful
Answer point 3.

Noisy: Staff, guest, air conditioning.

Shabby: Furniture, room, shabby
Missing: toiletries, toilet paper, light bulb.
Unhelpful: staff, receptionist, manager.
 Crismery Roa 2-16-3665

Answer point 5. A.2 B.1 C.3 D.5 E.4

Answer point 6.
2. Booked
3. Sorry
4. Apologize
5. Unhelpful
6. Deal with
7. Refund
8. Hesitate
 Crismery Roa 2-163665

Answer point 1.

They can improve customer service providing a deeper service and presently services to the
guest. Providing farer information going forward of their expectation. Detail. True attention to
detail can’t be found in a manual. It can, however, be inspired by great working conditions and
a genuine desire to help people.

Personalization. Birthdays, anniversaries, and other special occasions are great opportunities
to personalize a guest’s experience. But there are plenty of ways to customize their visit every
day, you just have to look for them.

Creativity. Customers have expectations for what most hotels will and won’t do. Identify them.
Then make it a habit to go above and beyond in interesting and delightful ways.

At first these suggestions might seem

 Crismery Roa 2-26-3665

Answer point 2.

1. Bigger rooms 2. Junior suite 3.In advanced 4. Weekend breaks 5. Flight arrival

6. Were of sick 7. Of duty 8. Coffee staff 9. Green. 10 Shower gel.

Answer point 3.

Detail. True attention to detail can’t be found in a manual. It can, however, be inspired by

great working conditions and a genuine desire to help people.

Personalization. Birthdays, anniversaries, and other special occasions are great opportunities

to personalize a guest’s experience. But there are plenty of ways to customize their visit every
day, you just have to look for them.

Creativity. Customers have expectations for what most hotels will and won’t do. Identify them.
Then make it a habit to go above and beyond in interesting and delightful ways.