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ENGL 2513 Communicative English for Hotel 1
International College
Chiang Mai Rajabhat University
ENGL 2513
Communicative English for Hotel 1
English for International Communication
A.Thanyalak Kumpom
1
ENGL2513
Communicative English for Hotel 1
1. Course Description
This course is a study about general knowledge of hotel business. Key vocabularies, expressions
and structures required in the hotel business; front office, food and beverage, restaurants and
housekeeping, communication with hotel guests and other English – speaking staff members in real-
life situations.
2. Course Objectives
By the end of the courses, student will be able to
a) communicate in various situation using English for hotel skills
b) create dialogue using correct English grammatical structure
c) read the passages relate to hotel industry and get the main idea
d) write a paragraph/ e-mail/letter relate to hotel industry using correct English grammatical structure
3. Course Coordinator and Course Lecturer: Ms.Thanyalak Kumprom

Office: English for International Communication Program
Department of Languages and Creative Communication,
International College, Chiang Mai Rajabhat University
Email address: thanyalak_kum@cmru.ac.th
4. References: Utawanit, K. 2002. Communicative English for Hotel Personnel. Bangkok: Thammasat
University Press
5. Evaluation Criteria 100%
a) Affective Score 10 c) Assignments 10

- Class Attendance - Classwork
- Participation - Group work
b) Quizzes 10 - Homework
- Unit Quiz d) Presentations 20
- Role play
- Project
e) Midterm Examination 25
f) Final Examination 25
**Students must attend 80% of the classes to be able to sit for the final exam.
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6. Course Syllabus
Week Topic/ Content

1 Course Introduction
2 Unit 1: Introduction to Hospitality Industry

-What is Hospitality industry?
- Hospitality Product Natures: Tangible & Intangible
- Sectors of Hospitality Industry & Career Pathways
- Characteristics of a Great Hospitality Employee
3-4 Unit 2: Introduction to Hotel

- Hotel Organization Chart
- Main Departments and Duties in Hotel Industry
- Hotel Star System Classification
- Hotel Departments Classification
- Types of Guests, Rooms, Services, and Facilities
- Guest Cycle
5 Unit 3: Room Division

- Organization and Functions
- Duties and Responsibilities
- Main Duties of Front Desk
6-7 Unit 4: Taking Room Reservation and Giving Information
8 Unit 5: Checking-In Giving Information and Room Services
9 Midterm Examination
10 Unit 6: Dealing with Complaints
11 Unit 7: Housekeeping Department

-Organization of housekeeping department
-Duties of key positions
-Room status
12 Unit 7: Introduction to Housekeeping Department
-Cleaning guestroom procedures
-Cleaning guestroom tips
-Room instructions
13-14 Unit 7: Housekeeping Department
- In-room guest supplies and amenities
- Cleaning guestroom procedures
- Cleaning guestroom tips
- Room Instructions
15-16 Unit 8
-Checking Out and Dealing with Complaints
17 Final Examination
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Unit 1
Introduction to Hospitality Industry
Introduction to Hospitality Industry
There have been different definitions of Hospitality. Broadly speaking, Hospitality is the act of kindness
in welcoming and looking after the basic needs of guests or strangers, mainly in relation to food, drink and
accommodation. A contemporary explanation of Hospitality refers to the relationship process between a guest
and a host. When the word “Hospitality Industry” is mentioned, it refers to the companies or organizations
which provide food and/or drink and/or accommodation to people who are away from home.
According Oxford Dictionary, hospitality means the friendly and generous reception and entertainment
of guests, visitors, or strangers. While hospitality is defined by Cambridge Dictionary as
food, drink, entertainment, etc. that an organization provides for guests or business partners.
The Tangible and Intangible Nature of the Hospitality Industry
The physical products of hospitality, e.g. food and drink in a restaurant or the actual hotel room, are
products that are sold at a price to the guests or customers (e.g. the price a guest paid for renting a hotel room,
or the price a customer paid for buying a meal in a restaurant). These are often regarded as the TANGIBLE
aspects of hospitality. However, our experience of the hospitality industry does not only rely on the tangibles.
Think about your experience of being a customer in a restaurant or a guest in a hotel. What else, apart from the
food in restaurants and the facilities in hotel rooms, do you think can make your hospitality experience more
enjoyable and satisfied? A successful hospitality business does not only count on its products and services, but
also how they are delivered. The qualities of staff and the way they deliver the service are often more important
than the tangible products in making a hospitality experience satisfactory or unsatisfactory. These are called the
INTANGIBLE aspects of hospitality.
https://www.youtube.com/watch?v=3DR25Flc87o Introduction to hospitality WorkingLinksLtd Published on Aug 1, 2014
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Sectors of Hospitality Industry

There are four sectors of the hospitality industry: food and beverage, lodging, recreation, and travel&tourism.
1. The food and beverages, also known as the foodservice industry, consists of businesses that prepare
food for customers.
2. Lodging, also known as accommodation, is a place to sleep for one or more nights. A business in the
lodging industry provides a place for people to sleep overnight. It can be one of many sleeping places such as a
fancy hotel, a youth hostel, an elder hostel, a campground, or highway side motel.
3. Recreation is any activity that people do for rest, relaxation, and enjoyment. The goal of recreation is
to refresh a person’s body and mind. Any business that provides an activity for rest, relaxation, and enjoyment in
order to refresh a person’s body and mind is in the recreation business. Recreation businesses are incredibly
diverse because people have varying ideas on what activities they participate in for rest, relaxation and
enjoyment. There are four general types of recreation businesses: entertainment, attractions, spectator sports,
and participatory sports.
4. The travel industry is in the business of moving people from place to place while the tourism
industry provides those people with services that promote travel and vacations. Busses, planes, cabs, boats, and
passenger trains are all part of the travel industry while travel agencies, tour operators, cruise companies,
convention planners, and visitors bureaus are all part of the tourism industry.
Picture 1 : Hospitality Industry Sectors and Career Pathways in Hospitality Industry

What’s your favorite part about a career in the Hospitality Industry? https://www.bhms.ch/nc/news-detail/10-reasons-to-pursue-a-career-in-the-hospitality-industry/
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ACTIVITY
Directions: Write down as many as possible of the products and services you would require from the different
sectors of the tourism industry for your trip.
Tourist A – You are an 20-year-old student. You visit Singapore for the first time with your friend. As
you are a student, you travel on a budget and are planning to come to Singapore round trip by plane. You plan to
stay in Singapore for 5 days/4 nights.
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Tourist B – You are a businessman from Sweden. Your enterprise is a car manufacturer. You go to
Hong Kong for an international automobile exhibition. You will fly to Hong Kong and stay for two nights
before you fly to Singapore for another business meeting. You will stay in Singapore for two nights before going
home.
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
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Qualities of a great hospitality employee
Activity 3 : Watch video clip "Front Desk First Impressions" from
https://www.youtube.com/watch?v=s3aR3yP4aKg and list 5 Dos and Don’ts
Dos Don’ts
Qualities of a great hospitality employee

The hospitality industry offers a wide range of career options, from cooking to hosting, to running a resort.
To be successful in the industry, you'll need certain qualities that employers look for and customers expect,
including:
1. Commitment
To be successful in the hospitality industry, you must be committed to ensuring customer satisfaction. You
must do whatever it takes to keep customers happy and also create repeat business.
2. Communication Skills
The most successful in the hospitality business are those with excellent communication skills. They can
communicate effectively both orally and in writing
3. Computer Know-How
A great hospitality employee has good computer skills and is familiar with a wide range of technological
applications that are used within the industry.
4. Enthusiasm
Great employees of the hospitality industry are enthusiastic about their jobs and strive to do the best work
possible. They want to give their customers the best experience available.
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5. Interpersonal Skills
To be successful in hospitality, one must have top notch interpersonal skills, as the very nature of the
business is to provide spectacular customer service.
6. Leadership
Great hospitality employees have strong leadership skills and are able to command projects and make
significant contributions to an organization's overall success.
7. Organized
To stay on top of the multitude of tasks you'll face as a hospitality employee, you have to be organized and
multitask without difficulty
8. Knowledgeable of Safety/Hygiene Issues
Successful hospitality employees are familiar with rules of safety and hygiene as they apply to food serving
places, hotels, and other places where people spend time.
9. Teamwork
Successful members of the hospitality industry work well with others and can be a productive member of a
team. They value the contributions of everyone.
10. Thorough
Great hospitality employees are very thorough in their work and realize that any oversight could result in
customer dissatisfaction.
Activity: Answer the following questions to know more about yourself.
- Can I talk to strangers? Yes / No

- Am I pleasant and courteous even when under stress? Yes / No
- Am I at ease when using the telephone? Yes / No
- Do I generally look clean and neat? Yes / No
- Can I follow orders? Yes / No
- Do I accept criticism gracefully? Yes / No
- Do I like staying busy? Yes / No
- Do I do detailed work well? Yes / No
- Do I enjoy working with other people? Yes / No
- Do I enjoy helping people? Yes / No
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Vocabulary
No. Words/ Phrases Meanings Sentences
1. hospitality
industry
2. accommodation
3.
recreation
4. tangible
5. intangible
6. customer’s
satisfaction
7. commitment
8. enthusiasm
9. interpersonal
skills
10. organized
11. knowledgeable
12. hygiene
13. thorough
14. pleasant
15. courteous
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https://lodgingmagazine.com/seven-tips-ensure-employee-happiness-drive-guest-satisfaction/
Mackenzie, M., Mr, & Chan, B., Dr. (2009). Tourism and Hospitality Studies . Wan Chai, Hong Kong: Education Bureau.
Hospitality Indusrtry. (n.d.). Retrieved October 19, 2009, from https://en.wikipedia.org/wiki/Hospitality_industry
Introduction to Hospitality Industry. (n.d.). Retrieved November 26, 2009, from

http://www.edb.gov.hk/FileManager/EN/Content_6371/Introduction_to_Hospitality_Eng.pdf
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Unit 2
Introduction to Hotel
Organization and Functions of Hotel
The day-to-day operations of a hotel are the key factors determining the success or failure of its service.
It is necessary to understand the structure of hotels in order to get an overview of how the organization fits
together.
Major Departments of a 5-star Hotel
General Manager
Resident Manager
Room Division Engineering Security Human Resources Food & Sales & Accounts
Beverage Marketing
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The Main Departments and Duties in Hotel Industry
As an outsider when you look at a hotel, the operation appears to be pretty simple, selling of rooms and your
favorite food and beverage. But, actually, the hotel is a highly complex operation where several departments
function and interact to create a home away from home. Hotel as a functional unit comprises of several
departments. The major departments of the hotel are as under:
1. Front Office: This department performs various functions like reservation, reception, registration, room
assignment, and settlement of
bills of a resident guest.
2. Housekeeping: The housekeeping department is responsible for the cleanliness, maintenance, and aesthetic
upkeep of rooms, public areas, back
areas, and surroundings in a hotel.
3. Food and Beverage Service: This department looks after the service of food and drinks to guests.
4. Kitchen or F&B Production: All the food and beverages that are served to the hotel guest is prepared in
kitchen.
5. Engineering and Maintenance: It looks after the maintenance of all the equipment, furniture and fixture
installed in a hotel.
6. Accounts: This department maintains all the financial transactions.
7. Security: The security department of a hotel is responsible for the overall security of the hotel building, in-
house guests, visitors, day users, and employees of the hotel, and also their belongings.
8. H R Department: Human Resource department is responsible for the acquisition, utilization, training, and
development of the human resources of the hotel.
9. Sales and Marketing: The responsibility of increasing the sales of the hotel’s products and services is the major
task of the department.
10. Purchase and Store: The purchase department is responsible for procuring, storing and issuing the
inventories for all departments of a hotel.
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Activity: Hotel Departments
Directions: Read the cases provided and think about which department should be responsible for handling
different situations.
Room Division Food and Beverage

Engineering Sales and Marketing
Security Accounts
Human Resources
A. A customer has found that his watch in his room is missing.

Department __________________________
B. A customer has just arrived to the hotel and would like to get a room for one night.
Department __________________________
C. A customer wants to order the room service.
Department __________________________
D. A customer complained that his in-room telephone is not working.
Department __________________________
E. A hotel is planning to launch a club membership program to attract more business.
Department __________________________
F. A hotel’s GM wants to know the performance of the hotel in the last 3months.
Department __________________________
G. A hotel’s staff is receiving training in the first day of her employment.
Department __________________________
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Hotel Classification
The star rating system is a guideline for a customer that denotes
what to expect from the hotel service at the time of booking.
However, there is no clear distinguishing method to divide hotels
into various star rating categories till today; but a guest can assume
that more the number of stars, more is the luxury provided by the
hotel.
• One Star − A guest can expect a small hotel operated and managed by the owner and family. The
ambience as more personal and the guest rooms with basic amenities. The restaurant would be at a
walking distance. There would be a small commercial area and a nearby public transportation hub.
• Two-Star − These hotels are mostly part of a chain of hotels that offer consistent quality but limited
amenities. They are either small or medium size hotels with a phone and TV. They lack the
convenience of room service, but provide a small on-site restaurant at a walking distance within the
hotel premises.
• Three-Star − These hotels are usually located near a major business center, express way, and/or
shopping area. The rooms are clean and spacious rooms, and decorative lobbies. An on-site restaurant
offers all meals such as breakfast, lunch, and dinner. The facilities such as valet and room service,
fitness center, and a swimming pool are also available.
• Four-Star − This hotel would be large, often standing as a part of a cluster of similar hotels with a
formal appearance and very good services. The hotel would be located in the prime area of the city
around shopping, dining, and entertainment joints. The guest can expect furnished and clean rooms,
restaurants, room service, valet parking, and a fitness center within the hotel premises.
• Five-Star − This hotel would be large and luxurious, which offers the highest degree of room and
personal service. It is built with beautiful architecture, and is managed keeping elegance and style in
mind. The guest rooms are equipped with high quality linens, TV, bathtubs, and special outside view
from the room. The hotel provides multiple eating joints in its premises such as coffee shops,
restaurants, poolside snack joint, and bar. They also provide 24X7 room service, valet service, and
personal protection service.
Classification of five star hotel
https://www.travelmarketreport.com/articles/Forbes-Travel-Guide-Announces-Prestigious-2018-Five-Star-Hotel-Rating-List
Classifications of Hotel Departments
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Besides classifying units or departments according to their functions as mentioned in the previous
section, there are also two other types of classification which are commonly used in describing the nature of
hotel departments:
1. ‘Revenue centered’ and ‘Cost centered’ Departments; and
2. ‘Front-of-the-house’ and ‘Back-of-the-house’ Departments.
1) Revenue Centered and Cost Centered Departments
Instead of segmenting a hotel structure into departments according to their functions, some hotels
would also group their departments or units into two different categories: revenue centers and cost centers.
Revenue centers refer to those departments or units which generate direct income to the hotel through
the provision of goods and services to guests, e.g. front desk, restaurants, room service, gift shop and business
center.
Cost centers, which are also interpreted as support centers’, mainly assist the functioning of revenue
centers with no generations of any direct income for the hotel, e.g. human resources, purchasing, accounting and
engineering departments. This classification is particularly useful for the accounting department in summarizing
the performances of different units under these two main categories.
2) Front-of-the-House and Back-of-the-House Departments
Besides the revenue centered and cost centered classifications, it is quite common that hotels would also
group their units or areas into ‘front-of-the-house’ and ‘back-of-the-house’.
Front-of-the-house refers to those departments or areas which are accessible
and visible by guests, e.g. front desk counters, restaurants, concierge and bell services. They are the points of
service encounters where service staff usually have direct contacts and interactions with guests.
Back-of-the-house, on the contrary, refers to those departments or areas which rarely have staff-to-
guest interactions, e.g. kitchen, housekeeping, human resources and engineering departments. It should be
emphasized that some ‘back-of-the-house’ positions would also come across and interact with guests. For
example, a room attendant may meet a guest while cleaning the guest rooms. However, they are not considered
as ‘front-of-the-house’ positions since their major duty is room cleaning rather than communicating with their
guests.
Activity: Classifications of Hotel Departments
Directions: By referring to department below:

1. Identity whether they are ‘revenue centered’(R) or ‘cost centered’(C).
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2. Identity whether they are ‘front-of-the-house’(F) or ‘back-of-the-house’(B)
(a) Kitchen __________ (b) Bar ___________

(c) Free airport shuttle __________ (d) Front desk ___________
(e) Engineering department ________ (f) Security department ___________
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Types of Hotel Guests
Hotel guests can be classified according to their trip purpose – pleasure or business travelers, numbers –
independent or group travelers, and origin – local or overseas travelers.
Leisure Travelers
They are individuals who travel to engage in leisure activities, outdoor recreation, relaxation, visiting friends and
relatives or attending sports or cultural events.
Corporate Business Travelers

They are individuals whose frequent bookings are usually made by enterprises with reduced room rates. Business
travelers travel to conduct business, attend business meetings or workshops, and engage in selling or purchasing
products.
Free Independent Travelers (FITs)

They are sometimes referred to as "foreign independent travelers ". FITs are international tourists who purchase
their own accommodation and make their own travel arrangements.
Group Inclusive Tours (GITs)

Tourists who travel together on package tours with accommodation and sometimes meals which are booked
through travel agents. Group tourists tend to spend less and budget their spending allowance.
Domestic Tourists
They are local residents who stay at a hotel for special occasions and functions.
Conference Participants
Individuals who travel to attend conference and whose accommodation is usually reserved by himself/herself,
his/her enterprise or a conference organizer before their arrival.
Very Important Persons (VIPs)

Very important persons may include celebrities, frequent-stay guests, guests in expensive rooms, guests with
security risks and top executives from enterprises.
Incognito
They are guests who stay in a hotel with concealing identities so as to avoid notice and formal attention.
Types of Rooms
Single room A room with one bed (meant for one person) denoted by sign (-) and abbreviated as SGL.
These rooms are suitable for a guest coming alone to a hotel.
Twin Room A room having two single beds, separated from each other. It is denoted by sign (=) and is
abbreviated as TBR. These rooms are suitable for two persons.
Double Room A room having composite double bed meant for two persons. The sign for these type of rooms
is (+) and is abbreviated as DBL. they are normally rented to couples.
Triple Room A double or twin bedded room with an extra cot provided on demand.
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Suite This is an apartment having one bedroom with one composite double bed, a parlour and a dining place.
It is abbreviated as S. Besides, every suite has a name corresponding to its theme, décor and colour scheme.
E.g. Jaipur Suite, Presidential Suite, etc. In the suite the furniture, furnishings and fittings are of top quality and
these rooms are most expensive in a hotel.
Duplex These are a type of suite having rooms in two levels under one roof connected by an internal staircase.
The upper level is the bed room and the lower level is a parlour, living or sitting room (also called Salon). They
are generally found in commercial hotels.
Inter-connecting Rooms
These are a set of two adjacent rooms connected internally by a door, thus allowing entry from one room to
another without having going to the corridor in re-entering the other room. Both are bedrooms, one having
double bed and the other twin bed The inter-connected room serves a three fold purpose-
I) The inter-connecting door can be locked to discontinue be using as a composite room and selling to two
individual guests.
II) The interconnecting door may be opened and may be sold to a family.
III) On occasion the room having the twin bed have their beds and beddings be removed and converted to
serve the purpose of a suite.
Junior Suite These are large rooms converted to suites by a wooden partition. The family rooms of old
hotels are now being converted thus to Junior Suites. These suites are not as costly as the general suites but are
priced higher that the ordinary rooms.
Adjacent Rooms Two rooms side by side without any interconnecting doors having its opening towards the
corridor.
Cabana A room situated away from the main hotel building, near the swimming pool and health club. Mainly
used for resting and changing purposes and are rented on hourly basis. Cabana rooms do not have beds and may
have a pool chair instead. There may be a dispense bar, which is optional.
Lanai The rooms which overlooks a picturesque sight such as a crater, a volcano, a mountain peak, garden or
the sea.
Executive Superior quality rooms lying at the end of the corridor.

Siberia This term is used for inferior quality of rooms such as rooms towards the staircase.
Penthouse The rooms situated on the roof top level with an opened balcony looking up at the sky. They
can be suites which are rented to honeymoon couples.
Studio Room The rooms have a single bed and one or two couches or sofas that can be converted to a bed.
They are mostly found in commercial hotels.
Hollywood Living Room
These are twin rooms with one common headboard.
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Efficiency Room These have kitchen facility and are found in resort hotels.
Hospitality Rooms These are rooms used by the hotel residents, being rented on hourly basis, to entertain
their own guests. These rooms do not have beds but are provided with sitting arrangements. They are usually
found in commercial hotels.
Murphy Bedded Rooms
These rooms have Murphy Bed. A Murphy Bed is one that can be folded against a wall. Thus these rooms
provide a larger floor area. The abbreviated form of these rooms is MBR. MBR is generally found in commercial
hotels.
Quad A type of room having four beds to provide sleeping accommodation for four persons.
Supplementary practice https://www.youtube.com/watch?v=nGNMBSiJxyc
Activity 3 : Research the following types of hotel rooms.

Room Types Definitions
Single Room
Double Room
King Double Room
Queen Double Room
Deluxe Room
Twin Room
Adjoining rooms
Adjacent rooms
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Studio
Suite
Penthouse Suite
Presidential Suite
Services
Food and beverage : Try to encouraging guests to celebrate special occasion more often. With good
selection of champagne, wine, fresh fruit and handmade chocolate will stimulate the guests to order more.
Spa packages : It is very common that guest would like to relax after a long flight. Hotel can offer
classical massage in the first day. And make sure you give an opportunity to guest to book more body treatment
in the next day.
Room upgrades: If guest booked standard room which is cost 70€ then two days before the arrival
date, hotel can make special offer to guest to upgrade their stay. For example with the price of 20€ they can
upgrade to deluxe room (this is on top of what customer has already paid). The price feels smaller for guest, thus
it is easier to get the customer to pay for the upgrade.
Room special features : Room with balcony, and king size bed is ideal for newlywed. But for children,
bathtub is a must. This simple element can really make a difference of overall satisfaction.
Preferred views : Ocean View Room to Ocean Front Rooms. If guests prefer good view they should be
able to select the best type of room. Providing the guest with more options to upgrade the room where they can
choose to stay near the beach or at the beach.
Exclusive offers : Offering additional room services such as breakfast in bed, birthday decoration,
flowers. Guest needs to pay extra but it will create a memorable experience for the guest.
Transfer : From business travelers to leisure travel group, they do need good transportation. Hotel can
help the guests start a great journey by providing suitable transportation directly from Airport to Hotel.
Leisure and Amenities : Promoting the city tour, tennis court, bicycle rental, gym, sauna room and
activity that suit to your guest. If you know that the guest coming to the city for the first time then you can send
out private city guide offer. And if they are coming with friends you can offer the sauna and beer.
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Hotel Facilities
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.
Guests may also ask about facilities or places outside the hotel. Such places may be a diving school, a
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. The followings 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
Guest Cycle
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The operation of the front office department is mainly determined by the type and number of guest transactions which take
place during the four different phases of the guest cycle includes;
1. Pre-arrival－The stage where the guest makes room reservation.
2. Arrival－The point when the guest arrives at the hotel.
3. Occupancy－The period during which the guest stays in the hotel.
4. Departure－The point when the guest checks out and leaves the hotel.
https://www.tutorialspoint.com/front_office_management/front_office_management_quick_guide.htm
Activity: Determine at which stages of the guest cycle.

PA – Pre-arrival A – Arrival O – Occupancy D – Departure
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No. Guest Transaction or Service Answer(s)
1. Reservation PA
2. Mail and information
3. Transportation
4. Telephone call and message
5. Check-in and registration
6. Flight confirmation
7. Room assignment
8. Safe deposit
9. Issuing of key
10. Baggage handling
11. Maintaining guest account
12. Bill settlement
13. Issuing of breakfast coupon
14. Currency exchange
15. Wake-up call
16. Check-out
17. Booking of theatre ticket
Mackenzie, M., Mr, & Chan, B., Dr. (2009). Tourism and Hospitality Studies . Wan Chai, Hong Kong: Education Bureau.
http://hotel-tefl.com/opinions/
https://www.xotels.com/en/glossary/room-type
http://www.sleeping-around.com/practical/hotel_room_types.shtml
Vocabulary
1. star rating
23
2. amenities
3. facilities
4. luxurious
5. revenue center
6. cost center
7. front-of-the-
house
8. back-of-the-house
9. room upgrade
10. exclusive offers
Unit 3
Room Division
24
‘Rooms’ as the core products of a hotel business are managed by the department of ‘rooms division’.
However, not all hotels, particularly some small-scaled ones have rooms division due to their limited room
numbers and human resources. By referring to organization of the room division, it has been mentioned that
rooms division usually comprises two major departments – front office and housekeeping.
Room Division
Front Office Department Housekeeping Department
When compared with the rooms division chart provided it can be seen that three more sub-units:
reservations, telephone and uniformed service are put under rooms division. Sometimes, these three departments
are grouped under the front office for simplicity reason. In general, the rooms division comprises two major
departments, the front office and housekeeping, which are involved in the sales or services of rooms to guests.
Room Division
Front Office
House Keeping
Reservation
Telephone
Uniformed Service / Concierge
Front Office Department
1. Front Office Operations
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The front office is the nerve center or hub of a hotel. It is the department that makes the first and last
impression on the guests, and the place that guests approach for information and service throughout their stays.
The three main functions of the front office are as follows:

• Selling rooms
• Maintaining balanced guest accounts; and
• Providing services and information to guests.
2. Duties of Key Positions
a) Front Office Manager (FOM)

The front office department is headed by the front office manager (FOM) whose main duty is to
enhance guest services by constantly developing services to meet guests’ needs.
b) Assistant Manager & Guest Relations Officer

The Assistant Manager and the Guest Relations Officer also serve the guests from a separate desk
located in the lobby of the hotel.
c) Telephone
The telephone department is headed by the telephone services manager. The telephone supervisor and
telephone operator process all incoming and outgoing calls through the hotel switchboard. Staff in this
department generally possesses good language and communication skills.
d) Reservations
The reservations manager takes charge of this section and makes decisions on whether room
reservations/bookings should be accepted when the hotel is fully booked. That is, to stop taking room
reservations or to allow overbooking of rooms.
When a reservation request is accepted, the details of the room reservation

such as guest names, staying period, room type and rate, method of payment, guest
contact information and special requests will be recorded on a reservation form. It is
common practice for hotels to overbook during peak season in order to ensure full
occupancy as some guests are likely not to show up.
Sample of Hotel Reservation Form
https://www.nathosp.com/product/nhrm2/hotel_forms
e) Front Desk (Reception)

The front desk is headed by the front desk manager whose main duty is to ensure that the hotel achieves
the highest possible level of room occupancy and the maximum revenue.
Most of the hotels allow their guests to check-in at 2 p.m. or after. The registration procedures
performed by receptionists should be efficient and accurate. These contribute to a positive first impression to
guests upon their arrival.
26
Main Duties of Front Desk
a) Check-in
1. Greet the Guest

2. Verify the Guest’s Identity
3. Present the Registration Form to the Guest
4. Confirm the Method of Payment
5. Check and Update the Information of the Guest’s Account in PMS (Property Management
System)
6. Issue Room Key and Give Further Information
7. Escort Guest to the Room
b) Check-Out
1. Greet the Guest

2. Check Guest Details
3. Check if Any Late Check-out Charges Should be Imposed
4. Check for Late Charges
5. Invite Guest to Double-Check the Hotel Charges
6. Settle the Guest Account
7. Offer Assistance
8. Update Room Status and Guest History Record
c) Handling Overbooking
Overbooking occurs when a hotel takes more reservations than the number of rooms available. It
is a common practice of hotels which contributes to a higher chance of full house while reducing the loss of
no-shows and last minute cancellations. Major problems of overbooking should be noted, which include the
loss of reputation, increase in guest dissatisfaction and complaints, etc. Generally, receptionists should be
able to anticipate overbooking and take appropriate actions prior to the guests’ arrivals. Sometimes, it is
possible to find additional rooms available for sale in the hotel property. For example, check whether OOO
(Out of Order) rooms can be fixed immediately by the engineering department and any ‘double up’
reservations have been made, i.e. two reservations under the same person are made by mistake. If no rooms
are available, prioritize expected arrivals for room assignment according to hotel policy, e.g. put VIPs, guests
with guaranteed reservation and frequent guests at top priorities, contact and reserve rooms in sister hotels
or hotels nearby before guests’ arrivals. For those who cannot get a room upon arrival, the hotel will have no
choice but ‘walking the guests’.
It means that the hotel has to reject guests even they have made reservations. By turning a guest
away who is supposed to get his/her room reserved, the hotel has breached the contract which can lead to
legal actions of guests. Therefore, ‘walking the guests’ should only be handled by experienced receptionists
or front desk managers. The proper procedures include the followings:
1. Apologize to the Guest
27
2. Provide Alternatives
Compensations are always provided by the hotel to please the unhappy guests which generally involve:
- Free room for the 1st night of stay in an alternate hotel;
- Free transportation to the alternate hotel;
- Free long distance calls;
- Fruit plates;
- Free room upgrade for future purchase; or
- Discount coupons for food and beverage consumptions, etc.
3. Provide Baggage Assistance and Transportation
4. Follow-up Services
Instant Reservation (IR):
The Instant Reservation is located in the hotel This system can make reservation of the hotels
within the same property but in other location and hence it is suitable for chain operations. It
cannot make any reservations of that hotel from where the booking is being made.
Errors that can occur while taking Reservation & their Remedies
No. Errors Remedies

1 Error in recording -the date and time Being attentive and confirm back from
of arrival, misspelling guest’s names guest after noting the same.
2 Reservation filed under wrong date, Double checking

name or property.
3 Selling rooms without explaining the Guest should be explained properly

technical terms used in the industry about things like 6 pm release,
American Plan, No shows, etc.
4 Booking hotel of the same chain but in Being attentive & Double checking
some other location
5 Poor and faulty communication

system arising out of
1) miscommunication, lack of 1) Attitude development, clarity in
28
communication speech
2) Delay/ in communication or getting 2) System development
disconnected
6 Lack of information with the Continuous appraisals and updating

reservation staff
7 Inability to forecast accurately of no Efficient information system and

shows, under stays or overstays meticulous maintenance of statistics.
Sample Conversations of Front Desk

https://www.youtube.com/watch?v=FJrRiVjeOMc
Contents:
1. How to Make a Reservation 0:36
2. Checking In 4:39
3. Talking about Hotel Facilities 6:01
4. Dealing with Problems and Complaining 9:38
5. Checking Out 12:45
Activity: Read the dialogue, guess what the meaning of the words /phrases in underline are.
Complete the sentences using the words from the above dialogue .
Situation : A manager is introducing a new employee the overall job descriptions.
Manager: So, you will be working here in reception near the entrance of the hotel. Your main
responsibility is to speak to and help the hotel's guests. These are our customers and they pay
to stay here. So, you should be polite.
New Employee: So, when a new guest arrives and they want their key to their room, they want
to check in, I have to take their name and information and then give them their key?
Manager: Yes, but you need to see first if they have a reservation here. Most of our
guests book their rooms through the internet or by phone before they come. So their names
will be on the computer system. But you have some people who want a room and haven't
booked a room or made a reservation before they arrive. If we are fully booked, there are no
rooms available, then you apologize and say that there are no rooms. If there are rooms
available, then take all their details and information and check them in.
New Employee: Does the hotel provide meals to the guests who have a room?
29
Manager: Yes we do. There are four different options for meals. Some of the guests will have
paid for a room and full board. This means that breakfast, lunch and dinner in the hotel are
included in the price/rate they paid. There is also half board. This means that breakfast and
dinner in the hotel are included in the price they paid.
We also have some guests that have paid for bed and breakfast, where breakfast in the hotel is
only included in the price they paid for the room. A few guests have paid for room only, where
no meals in the hotels are included in the price they have paid. If they want breakfast etc..., they
have to pay for it.'
New Employee: So 'room only' is a different name for self-catering?

Manager: It's similar but different. 'Self-catering' is where the room has a kitchen in it where the
guests can cook their own meals or food. None of our rooms have a kitchen inside of them, so
we don't offer 'self-catering'.
New Employee: Ok, I understand. I have a question. What happens if the room isn't
ready when the guest arrives at the hotel?
Manager: If the room is being cleaned or is still occupied, then politely ask them to wait in
the lounge. The lounge is the place near reception with comfortable sofas and chairs where the
guests can relax, read a newspaper or have a drink.
New Employee: Ok.
Manager: If they don't want to wait and would prefer to go out of the hotel, then offer to store or
keep their luggage and bags, so they can visit places without carrying them.
New Employee: Ok.
Manager: When the room is ready and the guests want to check in, then you have to take all their
details, like name and address and then check their ID. Then give them the room key.
New Employee: And when they check out at the end of the time they are staying in the hotel?
Manager: When they are checking out/leaving the hotel, you need to take the room key from
them and give a copy of their bill. The bill is the piece of paper that shows how much money
they have to pay us. After that, take the money off the guest and say goodbye.
https://www.excellentesl4u.com/esl-hotel-vocabulary.html
1.When breakfast and dinner in the hotel is included with the price of the room, is _____________________.
2. A different way to say the 'customers' at a hotel, is ____________________.
30
3. A phrasal verb that means somebody leaves a hotel and pays for the room, is ____________________.
4. A phrase that is used to tell a customer/guest that their room is not available for them to occupy/enter yet,
is _____________________.
5. A different way to say 'reserve' a hotel room, is ____________________.
6. A different way to say 'bags' or 'suitcases', is _____________________.
7. When only breakfast in the hotel is included with the price of the room, _____________________.
8.A piece of paper that shows how much money somebody has to pay for staying in
a hotel, is _____________________.
9. When a hotel has no rooms available to stay in, it is __________________.
10. When no food or meals in the hotel are included with the price of the room, is _____________________.
11.The public area in a hotel where people can sit down and wait for people or relax, is called _____________________.
12. When breakfast, lunch and dinner in the hotel is included with the price of the room, is _____________________.
13. A phrasal verb that means to arrive and register (give your details) at a hotel, is _________________.
14. When no meals in the hotel are included with the price of the room and you can cook your own food,
is _____________________.
15. The place in a hotel where you check in and check out, is called the ________________.
Vocabulary
1. guest’s needs
31
2. reservation
3. request
4. handle
5. overbook
6. compensation
7. guest cycle
8. concierge
Unit 4
Taking room reservation
&
Giving room information
Practice the following exchanges.

Reservation clerk: Reservations, may I help you?
32
Client : I'd like to reserve a room for Wednesday, January the l0th.
***
Reservation clerk: What kind of room would you like, sir?
Client : Er...double.
***
Client : What's the price difference?
Reservation clerk: A double room with a bath is 2,400 baht per night, with a shower
2,300 baht. That doesn't include breakfast.
***
Reservation clerk: How long do you plan to stay?
Client : We'll be leaving on the 12th.
Client : Have you got a three-room suite?

Reservation clerk: I'm sorry. We haven't got any three-room suites, but we've got
two-room suites
***
Client : How much would two-room suites without meals cost?
Reservation clerk: For one night, the cost would be 3,900 baht.
***
Client : By the way have you got a playground for children in your hotel
compound?
Reservation clerk: There's no problem about that. Our hotel's very modern and
we're fully equipped with recreational facilities.
Reservation clerk: Would you like a room with a bath or a shower?

Client : With a bath.
***
Client : And what if there isn't any room then?
Reservation clerk: We can either put you on a waiting list, or we can find you
room in another hotel.
***
Reservation clerk: Who's the reservation for?
Client : Dan Usher.
Client : I'm calling from Singapore. I'd like to reserve a single room
from June the 6th to the 10th, please. The name's Fu Chee Jan.
Reservation clerk: Just a moment, please.
I'm afraid we're fully booked for the 10 th, but I can give you a
room from the 6th to the 9th.
***
33
Reservation clerk: What time will you be arriving, sir?

Client : About 10.00 in the morning.
***
Reservation clerk: How will you be getting to the hotel?
Will you be coming by plane?
Client : Yes.
***
Reservation clerk: Could you give me your flight number, please, in case the plane's
late?
Client : Singapore Airlines, flight 342, arriving in Bangkok at 10.00 a.m.
9.20-9.30
Language Practice
Choose the correct statement/question to complete each of the following exchanges.
(1) Reservation clerk : _______________________________________
Client : I'd like to book a single room for December the 3rd.
a. A single room is 1,200 baht per night.
34
b. Narai Hotel, good afternoon.

c. When for, sir?
d. How long do you plan to stay?

Client : With a bath, of course.
a. Would you like a room with a bath or a shower?
b. Would you like a room?
c. Mr. Dennis White, a double room with a bath for the l4th of November
d. A double room with a bath would cost 2,200 baht.

Client : One week.
a. Are you coming by plane?
b. What time will you be arriving?
c. What did you say the name was?
d. How long will you be staying?
(4) Reservation clerk : ___________________________________

Client : 6 Howard Place, London SW 1.
a. Would you like breakfast?
b. Could you hold on for a moment, please?
c. Could you give me your address, please?
d. Would you like us to send you a brochure?
(5) Reservation clerk : ___________________________________

Client : Mr. Abbot's secretary, Mary Simpson.
a. What's your name, please?
b. When is the reservation for?
c. Who's making the reservation?
d. What kind of information do you want?
***** ADDITIONAL EXPRESSIONS *****
Response to each statement/question by choosing the response from the table.
a. I can either put you on a waiting list e. You may be interested to know that we have a
or find you a room in another hotel. special package plan for families
b. Yes, there is a ten percent discount. staying at the hotel for a week or more.
c. No, children under 12 are half price. One week for two would cost 9,500
35
d. Yes, we're fully equipped with sports facilities. baht. That includes continental breakfast, Tax and
services are also included.
9.45-9.55
(1)Client: Do we have to pay the full price for children?
Clerk: _ c. No, children under 12 are half price.________________________
(2) Client: Have you got a tennis court?
Clerk: ____ d. Yes, we're fully equipped with sports facilities.________
(3) Client: Is there a special rate for the weekend?
Clerk: ____ b. Yes, there is a ten percent discount._________________
(4) Client: What will we do if there isn't any room after the 6th?
Clerk: ___ a. I can either put you on a waiting list or find you a room in another hotel.______
(5) Client: My name is Mr. Peterson. My wife and I, and two children are planning a holiday starting November
the10th, and we’d like to book two adjoining room.
Clerk: ________________________________________________________________
Complete the dialogues. 10.20-10.30

Dialogue (1) : A client calls to book a room. Respond to her questions.
Client : I'd like to book a double room, starting from July the 10th.
Reservation clerk :__How long will you be staying?___________
Client : One week.
Reservation clerk: ____Would you like a room with a bath or a shower?_____________
36
Client : With a bath.

Reservation clerk:___Who’s the reservation for?/What is your name please?/ Could you please spell your name?
May I have your name please?__________
Client : Miss Sarah Turnbull. T-U-R-N-B-U-L-L.
Reservation clerk:____Now, everything is alright/ is set. / Let me review your booking to you please. You will
be staying with us for 1 week from July the 10th until 17th. The reservation name is under Miss Sarah Turnbull.
Your room is a double room with a bath.
Client : That's right. Good-bye.
Reservation clerk:_______Thank you . Have a nice day.______________________________________
Dialogue (2) : A client calls to request information.

Respond to his questions.
Client : I'm interested in getting some information about hotel accommodations
for some friends coming from England.
Reservation clerk:___What kind of room do you want/ would you like please?___________________
Client : I was wondering if it would be cheaper for 4 people to get two double
rooms or to get a two-room suite?
Reservation clerk:___I’m sorry. The 2 double rooms are fully booked.______________
Client : How much would a two-room suite without meals cost?
Reservation clerk:____A two-room suite without meals costs 2,400 Baht.________
__________________________________________________
Client : By the way, have you got a sauna-bath in your hotel?
Reservation clerk:___Yes, we have._______________________________________
Client : I'll talk to my friends and let you know.
Reservation clerk:___Ok sir. No problems.______________________________
Client : Thank you. Good-bye.
Reservation clerk:____Good bye. Have a beautiful day.____________________________
The phonetic alphabets
37
Communicative Activities
a) Accepting a booking:
- A client calls to reserve a single room with a bath for January the 2nd and the 3rd.
His name is Bill Johnson.
- A reservation clerk answers the phone and accepts the booking.
38
_Sample Answer_________________________________________________________
Reservation clerk: Good morning, Shangri-La hotel. Can I help you?

Guest: I would like to book a single room for 1 night on January the 2nd to the
3rd please.
Reservation clerk: Please hold on for moment…… (The clerk is checking the room
vacancy in the computer program)……Yes, we have a single room
available on that date. Would you like a single room with a bath or a
shower sir?
Guest: What are the price differences?
Reservation clerk: A single room with a bath is 2,400 baht per night, with a shower
2,300 baht. That doesn't include breakfast.
Guest: I will take the one with a bath.

Reservation clerk: All right. Would you please give me your name sir?
Guest: My name is Bill Johnson.
Reservation clerk: Mr. Bill Johnson. B-I-L-L & J-O-H-N-S-O-N
Guest: Yes. That’s correct.
Reservation clerk: I have reserved a single room with a bath for you from January the
2nd and the 3rd. The room rate is 2,400 baht per night without
breakfast. The cost doesn’t include 11% taxes and 10% service charge.
The check-in time is 2 pm. and the check-out time is 12.00.Would
you like to a transfer from the airport to the hotel sir?
Guest: No, Thanks. I’ll take a taxi. Can I have the booking confirmation to
my email? It’s billj@gmail.com.
Reservation clerk: Of course sir. I’ll send you a confirmation today.
Guest: That’s great! Thank you so much. Good bye.
Reservation clerk: Thank you for your call and have a nice day sir. Good bye.
_____________________________________________________________________________
b) Giving information about the hotel:

- A client calls to get some information about a three-room suite for his friends.
Would like to know the price and whether the room has an air conditioner.
- A reservation clerk tells him the price and also tells him that the room has an air conditioner.
______________________________________________________________________________
39
Reservation clerk: Good morning, Shangri-La hotel. Can I help you?
______________________________________________________________________________
c) The client doesn't know how long he'll be staying:

- A client calls to book a room for two with a shower from April the 1st.
He isn't sure how long he'll be staying.
He doesn't want breakfast.
His name is Arnold Pine.
- A reservation clerk can confirm the booking only for April the lst.
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
40
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
d) Getting details of arrival :

- A client calls to book a double room with a bath from May the 3rd.
His name is Ray Williams.
He wants to stay until the 6th.
He'll be arriving by plane at 10.30 in the morning.
His flight number is British Airways 512.
- A reservation clerk answers the phone.
He would like to know the flight number and the time of his arrival.
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
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______________________________________________________________________________
41
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
Glossary of Vocabulary and Useful Expressions

1. Vocabulary
all right hold on for a moment
arrive in case
bath information
book (UK), reserve (USA) leave/ depart
booking (UK), reservation (USA) look forward to
call meal
client / guest/ customer meeting
comfortable/ convenient modern/ new
compound / area/ zone plan
conference/ meeting/ seminar/ workshop plane
confirm playground
cost/ charge put you through (UK), connect you (USA)
double room manager
economical / cheap rate/ price
facility reception
flight recreational
flight number reservation clerk
fully booked settle
fully equipped single room
get to suite
guarantee suppose
hotel accommodations waiting list
vacancy/ availability
2. Useful expressions
(a) Typical client's question and statement patterns
- I'd like to book a single room.
- I want to book a room for two, please.
- I think I'll take the one with a bath.
- We plan to arrive in Bangkok on the 28th, but we don't know how long we are staying.
It could be anything from four to seven days.
- And if there isn't any room then?
- We'll be leaving on the 12th.
- That's all settled then?
- I'm interested in getting some information about hotel accommodations.
42
- Have you got a conference room?

- Do you have a swimming pool?
- How much would a double room without meals cost?
- How much do you charge per night?
- Is breakfast included?
- What about tax and services?
- Do they have to pay the full price for children?
- I'm calling from Singapore.
- About 10.00 in the morning.
- Singapore Airlines, flight 342, arriving in Bangkok at 10.00 a.m.
(b) Reservation clerk's response patterns

(1) Soliciting initial information
- May I help you?
- Can I help you?
- Can I be of any assistance, madam?
- What can I do for you?
- How may I be of service?
- What would you like to know?
- What do you want to know?
- What kind of information do you want?
(2) Finding out what the client wants
- What kind of room would you like, sir?
- What kind of room do you want, sir?
- Would you like a room with a bath or a shower?
- With a bath or a shower?
- Would you like breakfast?
- When for?
- How long do you plan to stay?
- For how long?
- Is it just for two nights?
(3) Accepting a booking
- I can book you a room for the 10th, the 1lth and the 12th.
- We can confirm a room from the 6th to the 10th.
- It's okay for the 28th, the 29th, and the 30th.
(4) Refusing a booking
- I'm afraid we're fully booked for the 12th.
- Unfortunately, we're fully booked for the 12th, but I can book you a
room for the 14th.
- I'm afraid we only have a double room available.
- We won't be able to guarantee you a room after the 31st.
- If there isn't any room, we can either put you on a waiting list or we can find you a
room in another hotel.
43
(5) Giving information about the rates/ prices/ costs

- A double room with a bath is 2,400 baht per night, with a shower 2,300 baht.
- For one night, the cost would be 2,400 baht.
- It costs 2,400 baht.
- The price includes breakfast.
- That includes breakfast.
- The rate includes breakfast.
- Breakfast is included.
- The price doesn't include breakfast.
- That doesn't include tax and service charge.
- Service charge is not included in the room rate.
- Tax and services are not included.
- All rates are subject to 10% service charge and 11% government tax.
- There is no charge for children under 14 sharing a room with parents.
- single rate will be charged if two children occupy an adjoining.
(6) Giving information about the hotel
- Our hotel is very modern.
- Our hotel is near the shopping center.
- We've got a big swimming pool.
- We're fully equipped with sports facilities.
- I'm sorry, we haven't got a tennis court.
(7) Finding out who the client is
- Can you give me your name, please, sir?
- Would you please give me your name, sir?
- What's your name, please, sir?
- Who's the booking for, please, sir?
- Who's the reservation for, please, sir?
- Could you give me your address, sir?
- What's your address, please?
(8) Getting details of arrival
- How will you get to Bangkok?
- Are you coming by plane?
- What time will you be arriving, sir?
- When are you arriving, sir?
- Can you give me your flight number, please, in case the plane's late/ delayed?
- What's your flight number, please, in case the plane is late?
(9) Affirmation
- There's no problem about that.
. Yes.
- Yes, sir.
- Fine.
- O.K.
- Certainly.
44
- Of course.
- All right.
- I understand.
- I see.
- That's correct.
- That's right.
(10) 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 rooms?
- Why don't you get a suite?
(11) Transfers/referrals
- You'll have to speak to the Manager.
- You must talk to the Manager.
- You should call the Manager.
- Would you please hold on for a moment?
- Please hold on for a moment?
- Just a moment, please.
- I'll transfer you to the Manager.
- Perhaps you should contact the Manager.
45
Unit 5
Checking-In, Giving Information and Room Services
Reception clerk: Good afternoon, sir. May I help you?

Client : Yes, I'm Jim Klein. Do you have a reservation for me and my wife?
Reception clerk: Mr. Jim Klein...Just a minute, sir. I'll check the list.
…………………….
Yes, I have your reservation. Mr. and Mrs. Jim Klein. A double room.
The room has a double bed.
***
Reception clerk: Will you please register? Kindly sign your name on this card.
How are you going to pay, sir? Cash or credit card?
Client : Cash.
***
Reception clerk: May I see your passports, please?
Client : Yes, here they are.
Reception clerk: Thank you, sir.
……………….
Here's your key card and your key. Your room number is 306.
The porter will show you up. Have a nice evening, sir.
***

Reception clerk: Good morning, sir. Can I help you?
Client : Yes, we have a booking for tonight. The name's McDonald.
Reception clerk: Just a moment, please, sir. ………
Yes, that was a single room with a bath.
***
Reception clerk: Would you please fill in this registration form?
Use block letters, please.
Just put your first name on the first line and then your surname.
Next, put your date of birth.
Under that, put your occupation and, next to that, put the company you work for.
On the next line put your nationality.
Under that, put your passport number and where it was issued.
Then write your home address here.
46
Client : Do you need any more information?

Reception clerk: Could you fill in where you have just come from & where you are planning to go next?
And also include your date of arrival and, next to that, the date of your departure.
And put your signature here.
We'll fill in the rest.
***

Reception clerk: I'm sorry, sir, but I haven't got any record of that. When was it made?
Client : About a couple of weeks ago.
***
Reception clerk: From which country?
Client : Australia.
***
Reception clerk: Who made the reservation?
Client : The travel agent did.
***
Reception clerk: Have you got a letter or telex confirming your booking?
Client : No, I haven't.
***
Reception clerk: Well, I'm terribly sorry, sir. We're fully booked for this evening. Would you like me to
get you a room in another hotel?
Client : Yes, please.
***

Client : My flight doesn't leave until 6.30 p.m. and I don't want to wait around at the airport
all day. Could I keep the room this afternoon?
Reception clerk: Just a moment, please, madam.
………………..
If we weren't fully booked, we could let you stay in the room free of charge. If you
really want to keep your room this afternoon, we'll have to charge you 50% of the price.
***
Client : Never mind, then. Can I leave my luggage somewhere until 5.00?
Reception clerk: Certainly, madam. If you speak to the porter, he'll take care of it.
***
47
Language Practice
1. Choose the correct statement/question to complete each of the following exchange 9.39-9.45
(1) Client : I've booked a room here.
Reception clerk : ___Can you give me your name please sir?__________
(2) Client : The rooms are overlooking the lake, right?

Reception clerk :___________________________________________________
a. No, they are on the second floor.

b. Yes, that's a single room with a bath.
c. Yes, they are looking out onto the sea.
d. No, madam. They are at the back.
(3) Reception clerk : Your name is not on the list.___________________

Client : No, I didn't.
a. Would you like me to get you a room in another hotel?

b. Who made the booking?
c. When was the reservation made?
d. Did you receive confirmation from us?
(4) Client :Good afternoon. I don't have a reservation. Do you have a single room with a bathroom for 2 nights?
Reception clerk :___________________________________________________
a. Yes, that was a single room with a bath.

b. The hotel is full and there will be someone taking your room.
c. Yes, we have a single room.
d. I need your signature.
(5) Client : Good morning. I wonder if we could book our room for another three nights.
We were going to leave tomorrow, but we've changed our plans.
Reception clerk: ___________________________________________________________
a. How many persons are there in your party?

b. What's the room number?
c. What's the problem?
d. Yes, you can leave it with the porter./ bellboy/ bellman.
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Fill in the missing words in each of the following exchanges.

(1) Client : Are the rooms next to each other?
Reception clerk: Unfortunately, ____no, the rooms are not next to each other__ but they are across the hall.
(2) Client : How soon do I have to leave my room?

Reception clerk: Normally, ___the check-out time is 12.00 o’clock or noon._____________________.
(3) Client : I have a booking for tonight. The name's Harris.

Reception clerk: I’m___terribly sorry___ sir, but I ____haven’t_____got any
_____record_______of that.
(4) Client : Well, actually I flew in this morning so it's today. Anything else?
Reception clerk: Could you just ___fill-in/ complete____the form with block/ capital letters and write the
date you have arrived, sir?
(5) Client : But you confirmed the booking.

Reception clerk : Well, I'm very sorry.____ There_has been a ____mistake/error/ glitch in the system_____.
There is a/an ___a single/ double room available/ vacant_ on the third floor. Would you like it?
Complete the dialogues.

Dialogue (1) : A client and his wife have arrived at the hotel and found out that the hotel has made a reservation
mistake. Respond to his questions.
Client : I wrote to you reserving a room.

Reception clerk :__May I have your name please?_____________________________
Client : Lima. Mr. and Mrs. Lima. I wrote about two months ago.
Reception clerk :__Just a moment please. …..Yes, I have your reservation.
Would you like a double room with or without a balcony?
Client : With a balcony.
Reception clerk :There is a double room with a balcony on the 3 rd floor overlooking the garden____
Client : But we asked a room on the first floor with a balcony overlooking the sea.
Reception clerk :__I’m sorry. There has been a mistake on the system._______________________
Client : What's the matter?
Reception clerk :____ The rooms on the first floor with a balcony overlooking the sea are fully booked___
Client : But we wrote two months ago. And you confirmed the booking.
Reception clerk :_____Just a moment please, sir. I will see what I can do._________
49
……………….
Reception clerk: Mr. and Mrs. Lima. There is another double room vacant. It goes with a balcony overlooking the
sea. But it's on the second floor.
Client : Is it the same price?
Reception clerk :__Yes, _it is.___________________________________________________
Client : Is breakfast included?
Reception clerk : ___Yes, it is._________________________________________________
Client : We'll take it, I think. But may we see the room first?
Reception clerk :____Of course. The porter/bell man will show you the room.____________
Dialogue (2) : A client wants to know the time for checking out. Respond to her questions.
Client : How soon do I have to leave my room?

Reception clerk :____The normal check-out time is 12/ noon.___________________________________
Client : Well, you see, my plane doesn't go till half past five tomorrow afternoon.
Reception clerk :___May I have your room number please?_____________________________________
Client : Room 577. The name is Browning.
Reception clerk : Ah yes, Mrs. Browning. ___We can provide a late check-out until 4.00 pm with no extra
charge./ You can stay in/ use your room until 4 pm. without extra charges. ___
Client : Oh, that's nice. Thank you very much.
Communicative Activities.
1. Checking in:
- A client would like a single room for this evening.
She has no reservation.
- It's 8.30 in the evening.
A reception clerk can let the client have a room.
It's 1,800 baht.
He gives the client her key card and key.
The room number is 201.
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The porter will show her up.

_______________________________________________________________________________________
_______________________________________________________________________________________
_______________________________________________________________________________________
_______________________________________________________________________________________
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_______________________________________________________________________________________
_____________________________________________________________________
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_________________________________________________________________________________
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_______________________________________________________________________________________
_________________________________________________________________________________
2. Extending a reservation:
- A client and his wife have decided to stay one more night. If it's not possible, they'll
leave today.
They would like to leave their luggage in their room till 6,00 this evening as they
want to do some shopping.
- It's the morning.
A reception clerk tells him that the hotel's full tonight.
The porter will look after the client's luggage.
_______________________________________________________________________________________
_______________________________________________________________________________________
_______________________________________________________________________________________
_______________________________________________________________________________________
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_______________________________________________________________________________________
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_________________________________________________________________________________
3. Dealing with a reservation problem:

- A client wants two single rooms with baths overlooking the
His name is Schneider.
The travel agent made the reservation for him.
He insists on having two single rooms with a view of the garden.
- A reception clerk tells him that two single rooms at the back are book
He can't provide him with the rooms overlooking the garden.
He'll get the Manager.
_______________________________________________________________________________________
_______________________________________________________________________________________
_______________________________________________________________________________________
_______________________________________________________________________________________
_______________________________________________________________________________________
_______________________________________________________________________________________
_______________________________________________________________________________________
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_____________________________________________________________________
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Giving information about hotel facilities
• If you want we can book your parents in an adjoining room.

• We are located downtown, so we are close to all of the amenities.
• The zoo is our city’s most popular attraction for kids.
• If you need help with your baggage we have a cart you can use.
• I can book you into a beautiful Bed and Breakfast on the lake.
• The bellboy will take your bags to your room for you.
• I can book your family in for the weekend of the seventh.
• I’m afraid the hotel is booked tonight.
• Feel free to take some brochures to your room to look at.
• You can check-in anytime after four o’clock.
• Display this parking pass in your window to show that you are a hotel guest.
• Please return your parking pass when you check-out.
• All of our rooms have complimentary soap, shampoo, and coffee.
• If you need an extra bed, we have cots available.
• We will have to add a damage charge for the hole you put in the wall.
• You will not receive your deposit back if you cancel.
• They are a family of four, so give them a room with two double beds.
• The swimming pool is on the main floor.
• Towels are available at the front desk.
• I’ll let you make your complaint to the hotel manager.
• Put a sign on the door if you want housekeeping to come in and change the sheets on the bed.
• There is an ice machine by the elevator on all of the even numbered floors.
• The heated indoor pool is open until 10 pm.
• There’s an inn on the other side of town that has a vacancy.
• Your room has a kitchenette so you can prepare your own breakfasts and lunches.
• You can stand in the lobby and wait for your bus.
• Please return the luggage cart to the lobby when you are finished with it.
• The guests next to you have complained that you are being too noisy.
• If you order a pay-per-view movie, the charge will appear on your bill.
• They have a queen size bed so the small child can easily fit in the middle.
• Room 201 doesn’t need their sheets changed, but they requested one new pillow case.
• Our rates change depending on the season.
• They say they made a reservation but it doesn’t show on the computer.
• If you would like a bottle of wine, just call room service.
• We don’t recommend bringing young children into the sauna.
• The economy priced room includes one single bed.
• We only have one vacancy left, and it is for a single room.
• If you leave your car keys with us, the valet will park your car underground.
• The vending machine on the fifth floor has chocolate bars and chips.
• The room is more expensive because it has a spectacular view of the beach.
• What time would you like your wake-up call?
• Our weight room has a stair climber and a stationary bicycle.
•
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Giving directions
Asking for directions

Could you tell me how to get to (… the pool)?
How do I find (…StarBucks Coffee Shop)?
Pardon me, I’m lost, how do I get to the (…the main lobby)?
Which is the best route/ way to (…Phuket Town)?
Could you direct me to (…the beach)?
Which way do I go to get to (…the hospital)?
Giving directions
Take this passageway/ walkway Go up/down the steps/ stairs
On your right/left Turn right/left
Take the elevator It’s on the third floor
Follow this path/route/ way/ road Turn right/left at the corridor
It’s about 50 meters Go about 3 kilometers
Cross the street It’s on your right/left
It’s in the middle of the block/road It’s on the corner
Drive south on 4233 (street number) go straight
It’s next to / across from / between / in front of
Drive to Jackson street and turn left/right
Dialogue on Giving Directions

#1
Guest: Could you tell me how to get to the Spa?
Staff: Take this passage-way and go down the steps on your right. At the bottom of the steps there is a
wooden bridge. Go over the bridge and turn right. Follow the path until you get to the Spa. It’s about 40
meters from the bridge.
#2
Guest: How do I find the Thai Thai restaurant?
Staff: Just follow the pathway to the left of the reception desk in the Andaman lobby. The walk-way will take
you directly to the Thai Thai Restaurant.
#3
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Guest: Which way do I go to get to the beach?

Staff: From the Bell Desk in the Andaman Lobby, turn left and follow the path on the right and go past the
pond and up the steps. From there, walk straight across the beach road, the beach will be right in front of you.
#4
Guest: Pardon me, I’m lost, how do I get to the gym?
Staff: From the main lobby, walk away from the beach and take the first staircase on your right down.
The staircase is next to the portrait center. The gym is on your right at the bottom of the stairs.
#5
Guest: Which is the best route to the Phuket City?
Staff: Get on the road to Patong and drive north on the 4233. At the end of the beach road in Patong, turn right
on the 4029 and drive east. Take the 4029 about 4 kilometers and turn right on the 4020. That road will take
you to Phuket city.
Giving information about tourist attractions
A: I need some sightseeing advice. I was told to come to see you.
B: As your concierge, it is my pleasure to help you, sir.
A: Concierge? Are we speaking English here?
B: A concierge helps you find all the great places for visiting, shopping, and eating.
A: What would you suggest that I visit first?
B: How about starting at the Statue of Liberty? Many people like to begin there.
A: The last time I was here, I visited the Statue. So do you have another place in mind?
B: I think so. Tell me what interests you.
A: I'm big on running, although maybe I like art even more than running.
B: Then you must go to Central Park and the Museum of Modern Art! Have you been to either one?
A: No. I haven't had a chance to go to either of them.
B: Both places are usually crowded with natives and tourists. You'll love the Park and the Museum.
A: Thank you. That's great advice.
B: This might be the best day of your visit.
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Giving information about room service
A: I'd like you to bring me some food.
B: Just name it, sir.
A: Please send up a bottle of champagne, lobster tail, and filet mignon, medium rare.
B: Regrettably, we're currently out of filet mignon. May I suggest the porterhouse instead?
A: Sure, I love porterhouse, too.
B: Would you be interested in chocolate-covered strawberries with the champagne?
A: I'd love to, but I'm allergic to strawberries.
B: Okay, no strawberries tonight. The items will be charged to your amenities account.
A: Go right ahead.
B: Our staff will bring you your order in as short a time as possible.
Providing a wake-up call
A: I've got to get up early tomorrow, so please give me a wake-up call.
B: Of course. We can give you a call anytime you like.
A: Actually, I need two calls, one at 7 and the other at 7:15.
B: Your wish is our command. Expect a call at 7, and another one at 7:15.
A: Wait a minute! I don't like 7:15, now that I think about it. Change it to 7:30.
B: The second call is now changed to 7:30. Is there anything else we can help you with?
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A: Nothing that I can think of right now. If something comes up, though, I'll call you.
B: We're here all night long if you need anything.
Activity 3 : Make short dialogues about;

- Giving information about hotel facilities
- Giving directions
- Giving information about tourist attractions
- Giving information about room service
- Providing a wake-up call
• Giving information about hotel facilities

_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
• Giving directions
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
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_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
• Giving information about tourist attractions

_____________________________________________________________________________________
_____________________________________________________________________________________
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_____________________________________________________________________________________
_____________________________________________________________________________________
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_____________________________________________________________________________________
_____________________________________________________________________________________
• Giving information about room service

_____________________________________________________________________________________
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_____________________________________________________________________________________
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_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
• Providing a wake-up call

_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
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1. Vocabulary
a couple of list
airport luggage/ suitcase/ baggage
block letter/ capital letter mistake/ error/ glitch
cash nationality
charge on the first line
credit card on the next line
date of birth occupation
departure / depart / leave passport/ Any other forms of ID ex; ID card, Driving license, gov. officials
card
fill in / complete porter/ bellboy
first name record
free of charge / free/ complementary register
heavily booked registration form
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home address room number

issue sign
key signature
key card surname (UK), last name (USA) family name
- Yes, I'm Jim Klein. Do you have a reservation for me and my wife?
- Yes, we have a booking for tonight. The name's McDonald.
- Yes, I booked a double room for tonight. The name's Bardsley.
- I'm Dr. Howard Smith from Perth, Australia. A room has been reserved for
me, hasn't it?
- I wrote to you reserving a room.
- Mr. Thomas Green reserved a room for me.

- The travel agent made the reservation.
- How soon do I have to leave my room?
- What are the room rates?
- Is there a special rate by the weekend?
My flight doesn't leave until 6.30 p.m. and I don't want to wait around at the airport all day.
Could I keep the room this afternoon?
- My wife and I have decided to stay one more night. Will that be okay?
Can I leave my luggage somewhere until 5.00?
(b) Reception clerk's response patterns
(1) Soliciting initial information
- Good morning. May I help you?
- Good afternoon. Can I help you?
- Good evening. What can I do for you?
(2) Responding to the client's questions
- Just a moment, please, sir.
- Yes, I have your reservation.
- Yes, that was two single rooms with baths.
- The rates are right here on this card. Double rooms are 2,400 baht per day; a single
room is 1,800 baht.
- Yes, there is a ten percent discount.
- I'm terribly sorry, sir. I haven't got any record of that.

- No, Doctor, your name is not on the list.
- I’m sorry, Dr. Smith. There is full occupancy tonight. However, we can find
accommodations for you in another hotel.
- I'm sorry. All rooms are taken.
- Unfortunately, we're fully booked for tonight.
- I'm sorry, but he didn't. There must have been some mistake.
60
- I'm very sorry, madam. I'll see what I can do. Will you wait a minute, please?
-I found you a room at the Imperial Hotel.
Normally, it's by 12 noon on the day of your departure.
(3) Getting information from the client about a reservation

- Have you got a letter or telex confirming the reservation?
- Do you have a letter or telex confirming the reservation?
- Did you receive confirmation from us, Doctor?
- When did you make a reservation?

- When was it made?
- From which country?
- Who made the reservation?

- Who made the booking?
- Did you yourself make the reservation?
- Would you like me to get you a room in another hotel?

- Do you want me to call another hotel?
(4) Registering the client

- Will you please register?
- Would you like to register, please?
- You have to register individually.
- Could you fill in this form, please?
- Would you like to fill in this form, please?
- Would you please fill in the registration form?
- Use block letters, please.

- Use capital letters, please.
- Could you sign your name, please?

- Would you put your signature here?
- I need your signature.
-Sign here, please.
- May I see your passports, please?

- Have you got any means of identification with you?
- Have you got your identity card?
(5) Extending a reservation
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-If we weren't so heavily booked, we would let you stay in the room free of charge.
- We're fully booked, so if you really want to keep your room this afternoon, we'll have
to charge you 50% of the price.
- The hotel is full and there'll be someone taking your room. We'll keep
your luggage if you like.
- If you talk to the porter, he'll take care of your luggage.
(6) Giving the client his key, key card and room number
- Here's your key.
- Here's your key card.
- Your room number is 212.
- The porter will show you to your room.

- The bellman will show you to your room.
- The porter will show you the way.
- This man will show you up.
- The bellman will take your suitcase.
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Unit 6
Dealing with Complaints
How can you response to the guests’ complaints and

make their feeling better in the same time? Here are 7 steps for
resolving customer complaints which have proven to work well.
Do not let time lapse and make things worse with your avoidance.
Approach the customer as soon as you learn they are unhappy.
1. Listen Intently: Listen to the customer, and do not

interrupt them. They need to tell their story and feel that they have been heard.
2. Thank Them: Thank the customer for bringing the problem to your attention. You can’t resolve
something you aren’t completely aware of, or may be making faulty assumptions about.
3. Apologize: Sincerely convey to the customer your apology for the way the situation has made them
feel. This is not the time for preachy reasons, justifications or excuses; you must apologize.
4. Seek the Best Solution: Determine what the customer is seeking as a solution. Ask them; often
they’ll surprise you for asking for less than you initially thought you’d have to give—especially when they
perceive your apology and intention is genuinely sincere.
5. Reach Agreement: Seek to agree on the solution that will resolve the situation to their satisfaction.
Your best intentions can miss the mark completely if you still fail to deliver what the customer wants.
6. Take Quick Action: Act on the solution with a sense of urgency. Customers will often respond
more positively to your focus on helping them immediately versus than on the solution itself.
7. Follow-up: Follow-up to ensure the customer is completely satisfied, especially when you have had
to enlist the help of others for the solution delivery. Everything up to this point will be for naught if the
customer feels that “out of sight is out of mind.”
Problems happen. It’s how you honestly acknowledge and handle them which counts with people. Customers
will remember you, and happily give you another chance to delight them when you choose to correct problems
with the very best you can offer, proving you value them and their business.
63
Language Focus
Handling Problems and Complaints in a Room Service
Asking the guest if there is a problem
Excuse me, but is something the matter?
Is there a problem, (sir)?
Apologizing
I’m so sorry (about this).
I’m terribly sorry (about this).
Please accept (our/my) apologies.
Taking action: about the food
Shall I bring you another one?
I’ll bring you another one right away.
I’ll change it right away
Would you like your (…) cooked a little more?
Would you like to order something else instead?
I’ll speak to the chef, and see what we can do.
I’ll have the kitchen prepare another one. Would you like
some (…) while you are waiting?
About the service
I’ll attend to it right away.
I’ll look into the matter at once.
One moment, please, and I’ll see what I can do.
I’ll see about your order right away.
Excuse me, (sir). It will be about another (10) minutes.
Your food will be ready in about (5) minutes. (Apologize if there has been a delay.) Thank you for your
patience.
I’m afraid (name of dish) takes quite a while to prepare.
Just a moment, please. Let me bring you my Supervisor.
About the air – conditioning
I’ll turn the air – conditioning (down / up / off).
May I move you to a warmer place?
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Language Focus
Handling Problems and Complaints in a Room Service
An Engineering problem in the guest’s room

I will report this to engineering right away.
Thank you for letting us know.
Handling Room Service Problems and Complaints

Dealing with complaints made to a Waiter
When an item is missing
- I am sorry, (name). Let me check the order. One moment, please.
- I will bring the (name of the item) Right away.
- I am very sorry, (name).
When the food is overcooked, burnt, tough, off, sour, bad or cold
- I am sorry, (name). I will change it right away.
- Please accept our apologies.
When the food is undercooked

- I am sorry. I will ask the kitchen to cook it a little longer.
- Please accept our apologies.
- I am sorry about the delay.
- I’m sorry. Let me check the order
- I’m very sorry. We have made a mistake.
- I will take it away and I will take it off your bill.
- I’m sorry about the delay. I will take care about your order right now.
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Giving Responses to Guests’ Complaints
Situation 1
Operator: Operator, How may I help you?
Guest: I’m calling from room 505. I’ve been waiting for someone to fix
the air conditioner for nearly an hour and the weather is very
warm in the room.
Operator: I’m very sorry to hear that. I’ll have a look what happens and will call you back right away.
………………………………..
Operator: Sorry to keep you waiting. We have a shortage of staff in
Maintenance today, but one of the staff is on his way to your
room. Sorry about the delay again.
………………………………….
Engineer: May I come in, please?
Guest: Are you here to fix the air conditioner?
Engineer: Yes, sir. My name is Manut. I’m sorry to keep you waiting.
Guest: The air conditioner blows the hot wind and it makes really
loud noise.
Engineer: All right sir. It may take about 15 minutes to fix. It’s going to
Cool down and quieter after I have finish.
Guest: Okay.
Situation 2
Guest: Excuse me. I have a problem with my room.
Reception: May I ask what the problem is, ma’am?
Guest: I have booked for a non-smoking room but my room smells of
smoke all round.
Reception: I’m very sorry to hear that.
Guest: Can I change the room?
Reception: Just a moment, ma’am. I have to check the availability.
……………………………………..
Reception: I’m sorry but we don’t have any room left for tonight but we can change the room for you
tomorrow.
Guest: But the room has terrible smell.
Reception: I’ll see whether the house-keeping can do anything for you. And I won’t charge you for you room
tonight.
Guest: Okay. Thank you.
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Situation 3
Operator: Operator, May I help you?
Guest: This is Brian Smith room 1205. Can I speak to the manager?
Operator: Just a moment, sir. I’m putting you through.
…………………………………………..
You are connecting.
Manager: Steve, general manager is speaking.
Guest: Mr. Steve, Brain Smith room 1205, I have some bad news for you.
Manager: What’s the news, Mr. Smith?
Guest: It’s a rainy day, my wife and I was out while the boys were staying in the hotel because they have got a
cold.
Manager: Oh! That’s too bad. It’s nothing serious, I hope.
Guest: Well! It’s serious enough. The boys broke the window, a mirror above the dresser, and a lamp beside the
bed. They were playing ball, I guess. Can you get a maintenance staff to fix them right away? I need someone to
clean up the room, too. There is a lot of glass on the rug
Manager: Certainly, Mr. Smith, I’ll inform the maintenance and the house-keeping right now. Thank you for
calling.
Guest: I’m very sorry. I’ll pay for the damage, of course. Normally the boys behave quite well.
Manager: Don’t worry, Mr. Smith. It wasn’t your fault.
Activity 1 : Watch video “Receptionist Training: How To Handle An Angry Customer”

(https://www.youtube.com/watch?v=rKWEbCdrW8A) and “How to Deal with Angry Customers”
(https://www.youtube.com/watch?v=fVtsw3eka4E)
Activity 2 : Apply what you learned from the videos to the following situations;
Complaint 1:
Guest : “There’s no free wi-fi in my room?!”
Front desk staff : “_____________________________________________________________________
_____________________________________________________________________________________
____________________________________________________________________________________”
Complaint 2:
Guest : “I cancelled my hotel room booking just before I was supposed to check in. Why can’t I get my money
back?”
Front desk staff : “_____________________________________________________________________
_____________________________________________________________________________________
____________________________________________________________________________________”
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Complaint 3:
Guest : “The attitudes and behavior of your staff are unacceptable.”
Front desk staff : “_____________________________________________________________________
_____________________________________________________________________________________
____________________________________________________________________________________”
Complaint 4:
Guest : “That’s not what it says (or looks like) on your website.”
Front desk staff : “_____________________________________________________________________
_____________________________________________________________________________________
____________________________________________________________________________________”
Complaint 5:
Guest : “I’m supposed to pay extra for this? How was I supposed to know?”
Front desk staff : “_____________________________________________________________________
_____________________________________________________________________________________
____________________________________________________________________________________”
Complaint 6:
Guest : “The kids next-door are too noisy.”
Front desk staff : “_____________________________________________________________________
_____________________________________________________________________________________
____________________________________________________________________________________”
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Unit 7
Housekeeping Department
The housekeeping department, in any hotel business, contributes to major amount of profit though it is
considered as an ancillary service. The simple reason being, a customer demands a clean, tidy, and pleasing
ambience.
Housekeeping generates the first impression on a guest’s mind. The housekeeping efforts clearly show
how the hotel will take care of its guests.
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What is Housekeeping?
Housekeeping means performing all the duties towards cleaning, maintaining orderliness, and running a
house or a business property. In case of hotels, the housekeeping duties involve maintaining the hotel to the
best possible state in terms of cleanliness, and keeping it at highly desirable ambience.
Objectives of Hotel Housekeeping

The main objectives of hotel housekeeping are
• to maintain overall cleanliness of the entire hotel at all times.

• to perform cleanliness duties most efficiently and effectively.
• to use good quality, safe cleaning equipment and chemicals.
• to manage laundry and linen.
• to control pests.
• to keep up the hotel with classy interior decoration.
• to take care of the furniture, fittings, and fixtures of the entire hotel.
Housekeeping Department Layout in Hotel

The layout of the housekeeping department depends on the total number of Guestrooms, Outlets, and
Required Staff. The following areas of the department are the most prominent ones −
• Office of the Executive Housekeeper − The administrative work of the department is carried out
here.
• Housekeeping Control Desk − It is accessible and operational 24 hours a day. The housekeeping
staff reports at the start and end of the shift here. There are notice boards, storage shelves, registers,
lost and found cupboard, and key-hanger matrix.
• Laundry Area − Washing, ironing, dry cleaning, folding of linen and staff uniform takes place here.
• Linen Room − The linen of the hotel such as bed-sheets, towels, pillow cases, etc., are stored,
collected, and carried to the required places in the hotel.
• Uniform Room − The staff uniforms are collected, stored, and distributed from here.
• Tailor Room − Stitching and repairing of linen and uniforms takes place in tailor room.
• Housekeeping Stores − It is a storage area where the cleaning equipment and items, and guest
supplies are securely stored.
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• Flower Room − It is an air-conditioned room with worktables, sink and water supply, cupboards to
store vases and stones, and a counter.
• Lost and found – It stores all the items left by the guests. It directly communicates with the front
office desk, as there the guests tend to first enquire about their lost articles.
Areas of Responsibility
The housekeeping department is responsible to keep the following areas clean and tidy.
• Guest Rooms
• Guest Bathrooms
• Public Areas such as Lobby and Lifts
• Banquets and Conference Halls
• Parking Area
• Sales and Admin Offices
• Garden
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Key Duties of Key Positions

• Study conversation in the link for some key duties of the positions from
https://www.english4hotels.com/module/core/unit/10/reading
A housekeeping manager’s daily tasks include:

• Gathering arrivals and departures reports
• Scheduling housekeeping staff for the week or two ahead
• Working with the front desk to arrange special requests or welcome amenities
• Attending hotel leadership meetings
• Holding pre-shift team meetings
• Responding to guest requests
• Resolving guest service issues related to housekeeping
• Leveraging technology to communicate with other departments and track task completion
• Managing department expenses, like supply costs and payroll
Room Attendant/Hotel Housekeeping Duties

• Cleaning guestrooms mid-stay and after departure
• Making beds
• Replacing dirty linens and towels
• Restocking guestroom amenities like toiletries, drinking glasses, and notepads
• Removing garbage, recycling, and room service trays
• Picking up and returning valet laundry items
• Organizing and stocking housekeeping carts
• Notifying the maintenance department about broken appliances, old light bulbs, or damage
• Upholding the hotel’s confidentiality and security standards
• Respecting “do not disturb” signs and the guest’s privacy
Public Area Attendant Duties

• Cleaning public spaces like lobbies, restaurants, and meeting rooms
• Cleaning back-of-house areas like office and employee changing rooms
• Cleaning stairways, hallways, and elevators
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• Emptying garbage cans in public areas

• Reporting broken items to the maintenance department
Laundry/Linen Room Attendant Duties

• Sorting, washing, drying, folding, ironing, and organizing all hotel laundry, which can include towels, sheets, bathrobes, napkins,
tablecloths, uniforms, and more
• Removing linen that has stains or holes
• Operating washing and drying machines
• Mixing and measuring soaps, detergents, and cleaning products
• Handling guest valet laundry and dry cleaning within the agreed upon timeframe
Skills and Requirements for a Hotel Housekeeping Employee

• Push/pull a housekeeping cart
• Stand, walk, or kneel for an extended period of time
• Lift or move heavy objects, like mattresses or chairs
• Use hand-eye coordination and fine motor skills
Besides the physical requirements, housekeeping staff must have a strong work ethic and many soft skills, including:
• Attention to detail
• Guest-forward thinking
• Teamwork and collaboration
• Organizational skills and time management
• Listening skills
• Honesty and integrity
• High energy levels
https://hoteltechreport.com/news/hotel-housekeeping-duties
Aactivity 1 : Study “the Housekeeping Short Course - The Room Attendants Role” from
https://www.youtube.com/watch?v=zLiutSX4OmY and answer the questions. (Inactive link)
https://www.youtube.com/watch?v=1lZ7giP3-A8 and identify the characteristics and importance of
housekeeping department.
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Abbreviations Used in Housekeeping
Abbreviations Terms Meanings
CI Check-In Depicts that the room is ready for check in.
CO Check-Out The room status when guest has vacated and the room still needs to be prepared for selling.
The DND tag or the privacy lamp depicts that the guest does not wish to be disturbed by
DND Do Not Disturb
housekeeping.
DO Due Out The room is expected to become vacant after the following day's checkout time.
NC Not Cleared A vacant room not cleared, not ready for selling.
OS Out of Service The area or equipment not in service.
O Occupied
OC Occupied Clean
The status of the room as occupied by the guest or displays signs of being occupied by the guest.
OD Occupied Dirty
ONL Occupied No Luggage
The status of room is not ready for selling because of some problem such as clogged basin/toilet,
OOO Out of Order nonfunctioning shower, or broken bed. The supervisor needs to know for how long it will be out
of order and is responsible to get it into order as fast as possible.
UR Under Repair Currently under repair and not ready to sell.
V Vacant
VC Vacant Clean
The status of the guest room when the guest has vacated the room.
VD Vacant Dirty
VCI Vacant Clean Inspected
https://www.tutorialspoint.com/hotel_housekeeping/hotel_housekeeping_introduction.htm
http://study.com/academy/lesson/housekeeping-in-the-hospitality-industry.html
https://setupmyhotel.com/train-my-hotel-staff/hk/159-key-terms-hk.html
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Guest Room Housekeeping Guidelines
ENTERING UNIT
• Knock on door and identify yourself (i.e. “Housekeeping”) before entering. Enter room.
CHECK TO ENSURE PROPER FUNCTION OF:

- Thermostat
- TV/Radio
- Lights/Lamp
- Windows - Smoke Detector
- Locking Devices
MAKING THE BED

• Strip and shake out all bed linens to ensure no items have been left behind by guests.
• Lay clean, wrinkle-free under pad on mattress.
• Spread bottom sheet over pad & smooth out, tucking both sides under mattress. Leave
bottom hanging free over foot of the bed.
• Spread top sheet, ensuring it is centered and that at least 8” is available to overlap
blankets at the head of the bed.
• Tuck sheet & blankets together under mattress at foot of bed only, making neat
“hospital” corners & leave sides hanging.
• Never tuck the top sheet under the mattress at the sides, as the bottom sheet will come
loose when the guest pulls down the top sheet and blanket to get into bed.
• Replace pillowcases; place pillow on bed with open ends toward the outside.
• Cover bed with a clean bedspread or duvet, which should be free of wrinkles and hang
evenly around the bed.
• If the room is equipped with a “ready-made” hide-away-bed, pull out the bed and check
linen to ensure that it was not used and then refolded back into a closed position.
• It is suggested to change bed linens every third day in rooms occupied with a stay-over,
unless your property participates in a water conservation program*
PERSONAL BELONGINGS LEFT BEHIND

• In order to ensure that no personal belongings were left behind by departing guests,
check under beds, inside all drawers, on the back of the bathroom door, and inside
bathroom cabinets (if applicable).
• Articles left behind by guests should be labeled with date found, room number, and the
Room Attendant’s name, and given to management to be logged and stored in the lost
and found locker.
FRESH FURNISHINGS
• Wash all ashtrays
• Discard disposable items & empty waste basket
• Replenish wrapped/sanitized glasses
• Replace burnt out light bulbs
• Ensure all standard amenities are provided
• Arrange literature/stationery supplied
• Arrange curtains/drapes to hang correctly
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Guest Room Housekeeping Guidelines (Continued)
DUSTING
• If left unattended, dust buildup can become a serious problem. Remember to dust:
- All woodwork and furniture
- Picture Frames
- Window and door sills
- Shelf above clothes rack
- Heating/air conditioning units and vents
- Lampshades
- Televisions and electronics
CLEANING THE BATHROOM

• Bathrooms must be kept clean and sanitary at all times. Humidity and unsanitary
conditions can quickly make bathrooms a breeding ground for germs and other harmful
bacteria.
• The toilet bowl should shine clean with absolutely no sign of stains:- Place small
amounts of bowl cleaner on swab and clean inside of bowl - Allow cleaner to contact
entire surface before flushing - Wipe outside of bowl with clean, sanitized cloth
• Sanitize toilet seat and ensure that it is not loose. Notify maintenance if it needs
repair.
• Bathtubs/showers, washbasins and tiles must be cleaned and wiped dry with a sanitized
cloth. All chrome must be polished.
• Check and wipe dry inside of shower curtain to remove any buildup of soap, hair and/or
stains.
• Clean and polish mirrors, vanity top and under rim of washbasin (if not enclosed).
• Arrange clean towels, washcloths, bathmat and soap.
• Check and refill tissue and toilet tissue dispensers.
VACUUMING
• Remove any spots from rug
• Vacuum carpeted areas including under beds & furniture
• Pass vacuum nozzle over ventilation grills to remove dust buildup
ONE LAST LOOK

• After room is completed, stand in door and take a good look around from a guest’s
perspective.
• Correct any discrepancies.
• Deodorize and lock the room.
FINAL INSPECTION
All units or rooms should be inspected by Housekeeper or Manager before guest occupancy
http://www.ahla.ca/wp-content/uploads/2011/09/Housekeeping-Award-Checklist.pdf
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Guest Room Cleaning Checklist
https://www.officetemplate.org/guest-room-cleaning-checklist-template.html
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Sample Dialogue:
HK manger: Hello, Matilda, isn’t it? How are you today?

Mika: Fine, Mr. Kelvin.
HK manger: Have you done all the rooms on the third floor yet?
Mika: No, I haven’t. I’ve just finished room 303.
HK manger: 303! That means you haven’t done the other seven rooms yet!
Mika: No, sir.
HK manger: Never mind. I know it’s your first week. I’ll ask Maureen to help, OK?
Mika: Thanks.
HK manger: Let me check this room first. Let’s see. Look, you’ve missed a bit here on the mirror. And the
toiletries go on the right, just so.
Mika: Sorry.
HK manger: Not to worry. Practice makes perfect! Oh dear, I’m afraid the floor is not up to standard. See,
you haven’t done the corners very well. Could you go over those again, please?
Mika: Sure.
HK manger: And have you checked the number of towels, linen and clothes hangers?
Mika: The hangers? I thought they were anti-theft ones, ones the guests can’t steal.
HK manger: Yes, they are, but we still need to count them. The number of things that disappear from our
rooms! Oh, look the guests have left you a tip. I’ve already explained our tipping system, haven’t I Mika?
Mika: No, I don’t think so.
HK manger: Well, we always share the tips at the end of a shift.
Mika: We share the tips?
HK manger: That’s right, between all the housekeepers. I’ll take this for now, all right? And I’ll go and see if
Maureen has finished her rooms yet.
Mika: That was $20.
HK manger: And remember, we’ve got a group checking in at 2 p.m. So, hurry, hurry! We haven’t got all
day!
Mika: Yes, Mr. Kelvin.
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Sample Dialogue:
Getting room cleaned

Hotel reception: Reception Linda speaking. How can I help you today?
Bridget: Hello, I’m staying in room 321. I would like you to send someone to clean the room, if it is
possible?
Linda: Sure. Do you want it cleaned now or do you have a time in mind?
Bridget: Well, my family and I are leaving in 15 minutes. Could you send someone after we have left? We
will be out then for most of the day
Linda: Alright that is no problem. Is there anything else I may help you with?
Bridget: No, that’ll be all for now, if I need anything I will give you a call.
Linda: OK. Have a nice day out with your family. Your room will be clean by midday.
Bridget: Thank you Linda.
Making up rooms#1
Room Maid : Good morning, madam. My name is Suwannee. I’m a room maid.
May I come in, please?
Guest : Yes. How long does it take to make up room?
Room Maid : It takes 15 minutes to make up your room, madam. Two of us will
help to clean up everything in your room.
Guest : Can I stay in my room and watch television while you’re working?
Room Maid : Certainly, Madam.
Making up rooms#2
Room Maid: Good Morning, May I make up your room, please?
Guest: Are you a room attendant?
Room Maid: Yes, I’m a chamber maid. There are two of us help making up the room.
Guest: Would you come back in 10 minutes? I’ve not finished yet.
Room Maid: Certainly, Madam.
(10 minutes later)
Room Maid: Can I come in?
Guest: Yes of course. We’re leaving.
Room Maid: Goodbye Madam. Have a nice day.
Guest: Thank you.
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Giving room cleaning service

A : Housekeeping. Housekeeping. Housekeeping.
B : Good Morning. Yes, come in
A : May I clean your room, sir?
B : Yes, please.
A : How was your sleep last night, sir?
B : Ohh, very good. Thank you.
A : Do you have breakfast today, sir?
B : Yes, I do. First time I tried indonesian friedrice and the taste is very delicious. I like it.
A : Excuse me. May I keep your important things in the safety deposit box, sir?
B : Yes, of course. Could you tell me how to use the safety box?
A : Sure. Please you put your important thing first, and then close the door of safety box, after that, please
push three numbers for your password, for the example 123 and then please you push the green button if you
want to lock the safety box. If you want to open it, please you push your password and then please you push
the red button.
B : Thank you for your information. I understand.
A : You’re welcome. Excuse me, sir. I found a ring under the pillow. This is yours?
B : Ohh, Yes. This is mine. This is my wedding ring. Thank you.
A : You’re welcome, sir,
B : At 11 o’clock I will make a meeting with my business colleagues. Would you press my shirt and prepare
everything that I need?
A : Yes I will, sir. Wait a moment, sir, I would like to call our linen attendent to give me an iron with iron
board.
B : Yes, please.
----Calling linen attendent and then linen attendent gives an iron and iron board to butler.----
A : Good morning, could you bring iron and iron board to room number 123, please? Thank you very
much.
-------
A : Excuse me, sir. Which one shirt do you want to use for your meeting?
B : That one.
A : Yes, sir. Excuse me, sir. I think one of your shirt button was miss. I will fix it.
B : Yes, please.
----10 MINUTES LATER—
A : Excuse me, sir. Your shirt is ready.
B : Oh, thank you very much.
A : You’re welcome, sir.
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Activity: Study more dialogues about Housekeeping Conversation in different situations from
https://www.hospitality-school.com/hotel-housekeeping-dialogue/#hotel-housekeeping-conversation-8211-
room-checking. List useful expressions.
Giving services and handling problems

Guest Receptionist
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Activity: Make up the dialogues.

Getting room cleaned
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Unit 8
Checking Out
&
Dealing with Complaints

Cashier: Did you make any phone calls from your room?
Client : Yes.
Cashier: How many did you make?
Client : Two.
***
Cashier: Here's your bill, sir. Would you like to check it?
Client : I don't understand. What's this for?
Cashier: That's for the drinks you ordered from your room.
***
Client : Do you take credit cards? I've spent all the traveller's cheques.
Cashier: What kind have you got?
Client : American Express.
Cashier: Yes, we do, but since the amount exceeds $500, I'll have to ask for the approval
code. May I have your card, please?

Client : I don't have enough cash. Will you take a personal cheque?
Cashier: Normally, we don't, but since you haven 't got enough cash, we'll have to.
***
Cashier: Have you got a bank card?
Client : No, I'm afraid not.
Cashier: You'll have to give me your name and address then.

Cashier: Here's your bill, sir.
Client : What's this amount for?
Cashier: That's for the phone calls you made from your room.
***
Cashier: I'm sorry, we don't accept personal cheques.
It's the policy of the hotel.
Client : That's all I've got.
Cashier: Just a moment, sir. I'll get the Manager.
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Language Practice
1. Choose the correct statement/ question to complete each of the following exchanges.
(1) Client : I want to cash this traveller's cheque.
Cashier: ________________________________________________________
Client : Oh, in fairly small notes, please.
a. How are you paying?
b. What kind of notes would you like?
c. Yes. For how much?
d. What kind have you got?
(2) Cashier:________________________________________________________
Client : I'll have to use my credit card. I have spent all my traveller's cheques.
a. I How are you going to pay? Cash or credit card?
b. Would you like to check out now?
c. Will you pay with traveller's cheques or with a credit card?
d. Do you want to pay now?
(3) Cashier:_________________________________________________________
Client : Is my passport all right?
a. May I have your passport?
b. Where was your passport issued?
c. Do you have your passport?
d. Do you have any means of identification?
(4) Client : I'd like to check out now. May I have my b
Cashier:___________________________________________________________
a. Just a moment, please.
……………..
Here's your bill, sir. Would you like to check it?
b. Here's your receipt, sir. Thank you.
c. That's for the laundry.
d. Can you sign here, please?
(5) Client : Could I have my bill, please?
Cashier:_________________________________________________________
Client : 312.
a. Your name, sir?
b. What's your room number?
c. Why were you in room 312?
d. Here's your bill, sir.
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Complete the dialogues.

Dialogue (1) : A client would like his bill. He wants to pay in cash. Respond to his questions.
Cashier:___________________________________________________________
Client : Could I have my bill, please? My name is Mr. Peters and I was in room 420.
Cashier:___________________________________________________________
Cashier:___________________________________________________________
Client : I don't know exactly.
Cashier:____________________________ I'll have to check with the operator.
…………………
That's 4,850 baht.
Client : Here you are.
………………..
Cashier:_________________________________________________________
Client : Thank you.
Cashier:________________________________________________________
Yes.
Dialogue (2) : A client would like his bill. He wants to pay with a credit card
to his questions.
Cashier:____________________________________________________
Client : Yes, I have to pay my bill now. The name is Taylor. Room 232
Cashier:_____________________________________________________
……………….
That's 7,855 baht
Client : This is the highest bill I've ever got.
What does item 5 refer to?
Cashier:_____________________________________________________________
Client : Can I pay with a credit card?
Cashier:_____________________________________________________________
Client : Eurocard.
Cashier:____________________________________________________________
Client : Here's my card.
Cashier:_____________________________________________________________
Client : Here it is.
Cashier:____________________________________________________________
I hope you enjoyed your stay.
Client : Thank you. Good-bye.
Cashier:_____________________________________________________________
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Communicative Activities
1. Changing money :
- A client wants to cash his traveller's cheque for 100 Hong Kong dollars.
He wants to know the rate of exchange for dollars.
He wants money in small notes.
- A cashier would like to see his passport and asks how he would like the money.
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2. Paying with traveller's cheques:

- It's 9.00 in the morning.
A client wants to check out.
She was in room 223.
She wants to know what the charge of 150 baht is for.
She wants to pay with American Express traveller's cheques.
She would like to know the exchange rate for dollars.
- A cashier gives the bill to the client.
It comes to 6,400 baht.
The 150 baht is for drinks.
The hotel accepts American Express traveller's cheques.
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86
3. Refusing to pay the bill :

- It's 10.00 in the morning.
A client was in room 101 and he wants to check out.
When he sees the bill, he refuses to pay because it's far too much.
- A cashier tells the client that his bill is 8,650 baht.
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1. Vocabulary
accept personal cheque
approval code phone call

bank card policy
bill rate
cash receipt
check out service charge
change order
credit card settle
exceed split
exchange rate traveller's cheque
go in for tipping
- I'd like to change a traveller's cheque.
- Can you cash these traveller's cheques for me?
- What's the rate of exchange for today?
- What's the exchange rate for today?
- What's the rate for today?
- What rate are you giving?
- What would you give me for my Singapore dollar, please?
- Could I have some more change?
87
- I have to check out now.

- I have to pay my bill now.
- I'd like to settle my bill.
- I'd like to have my bill.
- I was in room 211.
- The name's Robinson.
- Do you accept credit cards?
- Do you take traveller's cheques?
- Can I pay with a credit card?
- Will you take a personal cheque?
- Why don't you accept personal cheques? I have some identification.
I’ll have to use my credit card. I have spent all the traveller's cheques.
- What's the 100 baht for?
- What's this for?
- What's this item for?
- What's this amount for?
- What does item 4 refer to?
- Don't you go in for tipping in Thailand?
- That's all I have.
- That's all I have got.
- This is the highest bill I've ever got.
(b) Cashier's response patterns
(1) Asking the client for his name and room number
- What's your room number?
- Were you in room 315?
- Can you give me your room number, please?
- Are you Mr. Basset?
- Is your name Mrs. Jackson?
- Your name, sir?
(2) Presenting the bill to the client

- How are you paying?
- Did you have breakfast this morning?
- Did you make any phone calls from your room?
- How many phone calls did you make?
- That'll be 3,850 baht.
- The total amount is 11,258 baht.
- That makes the total of 8,550 baht.
- That'll be 10,282 baht in all. Service is included.
- Here's your bill. Would you like to check it?
- Would you like to check and see if the amount is correct?
- That's the 10 percent service charge.
- That's the 11% government tax.
88
- We have to charge you for the drinks.

- That's for the phone calls you made.
- That's for the drinks you ordered from your room.
- Item 4 refers to your phone calls.
- Here's your receipt.
(3) Cheques and credit cards

- How would you like the money?
- Will you pay with traveller's cheques or with a credit card?
- What kind have you got?
- What kind is it?
- What kind are they?
- Have you got a bank card?
- We accept cheques with the bank card.
- I'm sorry, we don't accept personal cheques. It's the policy of the hotel.
- We can't accept personal cheques. It's a rule.
Normally, we don't, but since you haven't got enough cash, we'll have to
we do, but since the amount exceeds USS500, I'll have to ask for the
approval code. May I have your card, please?
-Yes, but you'll have to give me your name and address.
- May I see your passport, please?
You'll have to show me your passport or some other form of identification.
- Would you like to sign here, please?
- I need your signature here, please.
89
Dealing with complaints
Case Studies: 1
The Sky Lodge

Park City, Utah
Ranked No. 14 of 25
TripAdvisor Travelers’ Choice – Hotels in the United States
Excerpts from the guest review: “…The hotel is falling into
disrepair. A layer of dust was found throughout our room and even
on the backs of the lobby chairs! Paint peeled from the bathroom
wall where the tub filler splashes. Wall sconces in the hallway were
either not working or about to fall off or both. The carpets look
worn and dirty and upholstery is tattered. The staff was extremely
unresponsive to any request and really, just polite enough to not be
outright rude…”
Hotel’s response: “We sincerely apologize that you found your visit
disappointing. We keep our housekeeping to the highest standards,
so we are not sure where you encountered dust and we have not had
to repair any wall sconces since your August visit. All the hot tubs are
checked daily or every other day. On occasion we receive complaints
about them not being hot enough, but it’s usually the result of guests
testing the water temperature with their hand or finger…. We hope
you will return to experience the many enhancements we made this
fall – we have renovated our lobby, and last week opened two new
food and beverage amenities, Table One and Tavern.”
90
Case Studies: 2
Palomar Chicago, a Kimpton Hotel

Chicago, Illinois
Ranked No. 21 of 25
TripAdvisor Travelers’ Choice – Hotels in the United States
Excerpts from the guest review: “Upon late night arrival, we found the bed needing to be tucked in all
around and an entry light flickering all night long. This was reported and by the time we left the hotel 7 nights
later, the light had never been repaired – only the bulb removed. We were not offered a different room or
compensation.”
Hotel’s response: “…we did share with you that the light issue was a problem that needed a part replaced,
which was going to take some time to receive and that we did offer you a room move, to which we were told
that you would prefer to stay in your current room and that we were to remove the light bulb instead. I
apologize if that was not the message you feel you received from our team…. I can be reached directly…if
you would like to further discuss.”
Migs Bassig on January 9, 2013 https://www.reviewtrackers.com/case-studies-examples-hotels-applying-practices-responding-bad-tripadvisor-

reviews/
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Letter of Complaint
Dear Mr Geiger
I am writing to complain about my visit to your hotel. I stayed with you for two nights on the 25th and 26th
September this year and I am dissatisfied with the service I received.
Your website claims that guests receive a warm welcome, but when I arrived at reception on the first night I
had to wait 25 minutes before a receptionist helped me.
I had booked a double room with an en-suite bathroom through the Internet, but there were no en-suite
rooms available so I had to use the bathroom in the corridor.
The website also says the hotel is comfortable and relaxing. But my room was too hot and at night there was
construction noise from outside.
I often visit your city and stay overnight for business. While your hotel is near the center and therefore
convenient, I will have to stay somewhere else if the service does not improve. I hope you will provide better
service next time.
Yours sincerely
Rosalind Lee
Activity 3 : The visitor had four problems when they stay in a hotel. List them below.
a) _______________________________________________________________
b) _______________________________________________________________
c) _______________________________________________________________
d) _______________________________________________________________
92
Activity: Responding to a complaint
As the hotel manager you want the visitor to return. What explanation can you give
for the problems? What can you offer the visitor in the future? Match the points you
will make in the letter to their purpose below.
• explanation • remedial action

• show you have listened • apology • offer
Point Purpose
I was sorry to hear of the problems you experienced during your recent
stay at our hotel.
Some of our staff were sick that evening.
Renovation meant that we had to close the West wing, resulting in a
shortage of rooms.
Unfortunately, the room you were offered was in the old section, and not
to the same standard as our executive rooms.
The renovation works are now complete and we think you will now find
our accommodation to be of an exceptional standard.
On behalf of Crown Hotels, I would like to offer our sincerest apologies
for the inconvenience these problems have caused you.
In order that you can experience the new accommodation first hand, I
would like to offer you two nights in our newly renovated executive
rooms at the basic room rate of $50.
I also enclose a free voucher for dinner for two at our newly refitted
restaurant.
93
Responding to a complaint
• Show you take the complaint seriously
• Explain how the problems arose
• Apologize
• Make an offer
Dear Ms Lee,
I was sorry to hear of the problems you experienced during your recent stay at our hotel. We pride ourselves
on the standard of our service and I have carried out an investigation to find out how we fell short this time.
(= Introduction = to show you have listened to the complaint and taken it serious)
We are always looking to improve the standard of service we can provide and as part of this program we
undertook an extensive renovation program in September, the time of your stay. This renovation meant that
we had to close the West wing, resulting in a shortage of rooms. Unfortunately, the room that you were
offered was in the old section, and not to the same standard as our executive rooms. (= explanation = explain
reasons why the problems happened)
On the night of your stay, some of our staff were sick, resulting in delays in checking in.
(= explanation = explain reasons why the problems happened)
The renovation works are now complete and we think you will now find our accommodation to be of an
exceptional standard. (= explanation = explain how the problems are solved)
On behalf of Crown Hotels, I would like to offer our sincerest apologies for the inconvenience that these
problems have caused you. (= apology = apologize for the problems)
In order that you can experience the new accommodation first hand, I would like to offer you two nights in
our newly renovated executive rooms at the basic room rate of $50. I also enclose a free voucher for dinner
for two in our newly refitted restaurant, with our compliments. (= offer = make an offer for that
inconvenience/complementary)
We hope that you will take advantage of our offer and stay with us again. We look forward to seeing you
soon.
Yours sincerely
Roger Geiger
Customer Services Manager
94
Responding to Complaints Sample 1
Dear Name (customer),
Thank you for your email.
Firstly we would like to apologize for the inconvenience and disappointment that you experienced in dealing
with our ________ recently. We assure you that your complaint and feedback will give the opportunity to
remedy any problem that may exist and help to improve our service further. We also note your feedback on
availability of information regarding our products and services as well as the service levels.
In order for us to escalate your feedback and complaint to the branch concerned, we would appreciate if you
could provide us your _______________.
Once again, please accept our sincere apologies and we look forward to serve you.
Should you require any further assistance, you are welcome to contact our __________.
Best regards,
Name (Manager)
We refer to your complaint letter dated ________and follow up by calling your hand phone on the same day
I received the email from _______ and answered by your staff. The Bank has investigated to your complaint
and would like to inform you that there is a miscommunication between you and our staff. We would like to
extend our apologies for the inconvenience caused and assure you that we have taken the necessary steps to
remedy the situations. Should you need any further clarification, please do not hesitate to contact us.
Thank you
Yours sincerely,
Name (Manager)
95

Thank you for writing to us here at Anytown Grand Hotel. We are sorry to hear that your stay at our
establishment did not meet your expectations.
In your letter, you state that your room was not ready when you arrived even though it was after the
established check-in time. We are sorry to have inconvenienced you on your visit to Anytown. Your
complaint has inspired us to re-train the desk staff. Now, all employees have been reminded that the
appropriate procedure in this situation is to hold the guests' bags and offer vouchers to the hotel restaurant.
You also stated that your room was excessively noisy due to the construction next door. You say that you
called the front desk but you were not given a new room. We have checked our records, and it seems there
was no other room available to give you. Even so, we apologize for the noise and wish we could have done
more to make your night more comfortable.
Please accept our most sincere apologies. Given the unfortunate experience you had here at the Anytown
Grand Hotel, we would like to extend to you this $100 voucher for your next stay at our establishment. We
hope that your next stay with us will better meet our standard of excellence.
Sincerely,
Name (Manager)
Thank you for taking the time to notify us of your satisfactory experience with our service. We are taking
every action possible to make sure that this problem is rectified and we are able to provide the best solution
possible to your inconveniences.
Please accept our incorrect apology for any trouble this may have caused you. We highly appreciate your
feedback, as it will assist us in becoming better at what we do. We hope for the opportunity to serve you
again in the future, and we thank you for your continue support.
Regards,
Name (Manager)
96
Activity: Respond to the complaint
Dear Hotel Manager,
My family and I recently stayed at your beautiful hotel on the Lake Erie shoreline. I was excited for our trip,
but our room was not as it has been in the past. I notified the shift manager, but she was less than willing to
accommodate us in switching rooms, as your hotel was full. She offered us a partial refund, but nearly
everything in the area was booked solid. We booked our room for the week of May 19-25 but only ended up
staying from May 19- May 21.
When we first arrived, we got the room we always stay in, room 22. Upon unpacking our luggage, we noticed
there were roaches in various locations in the room. We promptly notified the front desk and they sent
someone to spray the room. While the room was being sprayed we had to find somewhere to go for about six
hours. The beds clothes were clean but had holes in them. The staff on duty could have cared less that we
were unsatisfied. The room was not clean and this non-smoking room had been smoked in.
We have been staying in your hotel for more than twenty years and have never had such service. Even though
I had to pay for the entire week up front, we left after two days and went home. I asked the front clerk for a
refund but they were less than willing to accommodate. I would like a full refund of my money that I spent in
your hotel that week. If can be sent to the address above.
Sincerely,
Patricia
97
Writing Practice: Responding to a letter of complaint
• Show you take the complaint seriously

• Explain how the problems arose
• Apologize
• Make an offer
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ENGL 2513 Communicative English for Hotel 1

3. Course Coordinator and Course Lecturer: Ms.Thanyalak Kumprom

5. Evaluation Criteria 100%

a) Affective Score 10 c) Assignments 10

Week Topic/ Content

2 Unit 1: Introduction to Hospitality Industry

3-4 Unit 2: Introduction to Hotel

5 Unit 3: Room Division

6-7 Unit 4: Taking Room Reservation and Giving Information

8 Unit 5: Checking-In Giving Information and Room Services

10 Unit 6: Dealing with Complaints

11 Unit 7: Housekeeping Department

Introduction to Hospitality Industry

Introduction to Hospitality Industry

The Tangible and Intangible Nature of the Hospitality Industry

https://www.youtube.com/watch?v=3DR25Flc87o Introduction to hospitality WorkingLinksLtd Published on Aug 1, 2014

Sectors of Hospitality Industry

Picture 1 : Hospitality Industry Sectors and Career Pathways in Hospitality Industry

Qualities of a great hospitality employee

Activity 3 : Watch video clip "Front Desk First Impressions" from

https://www.youtube.com/watch?v=s3aR3yP4aKg and list 5 Dos and Don’ts

Qualities of a great hospitality employee

Activity: Answer the following questions to know more about yourself.

- Can I talk to strangers? Yes / No

Introduction to Hospitality Industry. (n.d.). Retrieved November 26, 2009, from

Organization and Functions of Hotel

The Main Departments and Duties in Hotel Industry

6. Accounts: This department maintains all the financial transactions.

Activity: Hotel Departments

Room Division Food and Beverage

A. A customer has found that his watch in his room is missing.

Classifications of Hotel Departments

1) Revenue Centered and Cost Centered Departments

2) Front-of-the-House and Back-of-the-House Departments

Activity: Classifications of Hotel Departments

Directions: By referring to department below:

2. Identity whether they are ‘front-of-the-house’(F) or ‘back-of-the-house’(B)

(a) Kitchen __________ (b) Bar ___________

Types of Hotel Guests

Corporate Business Travelers

Free Independent Travelers (FITs)

Group Inclusive Tours (GITs)

Very Important Persons (VIPs)

Executive Superior quality rooms lying at the end of the corridor.

Hollywood Living Room

These are twin rooms with one common headboard.

Murphy Bedded Rooms

Supplementary practice https://www.youtube.com/watch?v=nGNMBSiJxyc

Activity 3 : Research the following types of hotel rooms.

King Double Room

Queen Double Room

At a Hotel In the Community

Activity: Determine at which stages of the guest cycle.

No. Guest Transaction or Service Answer(s)

2. Mail and information

4. Telephone call and message

5. Check-in and registration

10. Baggage handling

11. Maintaining guest account

12. Bill settlement

13. Issuing of breakfast coupon

14. Currency exchange

15. Wake-up call

17. Booking of theatre ticket

(a) Kitchen (b) Bar _

* ADDITIONAL EXPRESSIONS *