17 English For Hotel Management Combine

ENGLISH
FOR HOTEL
MANAGEMENT
436 Judul Buku
Indeks 437
ENGLISH
FOR HOTEL
MANAGEMENT
Dwi Iswahyuni
Angela Bayu Pertama Sari
ENGLISH FOR HOTEL MANAGEMENT
oleh Dwi Iswahyuni; Angela Bayu Pertama Sari
Hak Cipta © 2020 pada penulis
Edisi Pertama; Cetakan Pertama ~ 2020
Ruko Jambusari 7A Yogyakarta 55283

Telp: 0274-889398; 0274-882262; Fax: 0274-889057;
Hak Cipta dilindungi undang-undang. Dilarang memperbanyak atau memindahkan sebagian

atau seluruh isi buku ini dalam bentuk apa pun, secara elektronis maupun mekanis,
termasuk memfotokopi, merekam, atau dengan teknik perekaman lainnya, tanpa izin tertulis
dari penerbit.
ISBN: 978-623-228-427-2
Buku ini tersedia sumber elektronisnya
DATA BUKU:
Format: 17 x 24 cm; Jml. Hal.: xii + 100; Kertas Isi: HVS 70 gram; Tinta Isi: BW/Colour;
Kertas Cover: Ivori 260 gram; Tinta Cover: Colour; Finishing: Perfect Binding: Laminasi Doff.
BA B ..
PREFACE
I
n hotel management field, mastering English is such a need.
Especially for the staffs, it is essential for them to understand some
English terms related to the hotel. Also, having an excellent ability in
English can help them to achieve meaningful communication or avoid
misunderstanding when they handle foreign guests. Regarding these
reasons, this book aims to give insights into English in hotel management.
For those who want to gain knowledge about English in hotel
management this book comes to be “the bridge”. Except for the given
information itself, this book is also systematically arranged. There are
several sub-chapters under a chapter, such as the overview of the topic,
conversation, grammar focus, reading, and exercises. Furthermore, this
book strives to deliver some materials such as the hotel industry; hotel
organization (front office); front office activities (receptionist); front office
activities (telephone operator); reservation, handling an early arrival and an
extended booking; regretting a booking; reservation for special purposes
(banquet meeting and wedding party); giving information about prices;
cashier and paying methods; information about restaurant; popular terms
in restaurant; and food and beverages.
vi English for Hotel Management
Having accomplished this book, we would like to express our

greatest gratitude to God for His blessing. Our countless thanks go as well
to our family and the big family of Universitas Bina Sarana Informatika
who have given endless support for us.
Yogyakarta, March 2019
Dwi Iswahyuni
Angela Bayu Pertama Sari
BA B ..
TABLE OF CONTENTS
PREFACE v
TABLE OF CONTENTS vii
LIST OF FIGURES xi
LIST OF TABLES xiii
CHAPTER1 THE HOTEL INDUSTRY 1
1.1 A Brief Overview 1
1.2 Conversation 3
1.3 Grammar Focus 4
1.4 Practice Time 6
CHAPTER 2 HOTEL ORGANIZATION: FRONT OFFICE 9
2.2 Conversation 10
2.3 Grammar Focus 11
2.4 Practice Time 12
CHAPTER 3 FRONT OFFICE ACTIVITIES: RECEPTIONIST 15
3.1. A Brief Overview 15
3.2 Conversation 16
viii English for Hotel Management
CHAPTER 4 FRONT OFFICE ACTIVITIES:TELEPHONE 21

OPERATOR
4.2 Conversation 22
CHAPTER 5 RESERVATION, HANDLING AN EARLY ARRIVAL 25
AND AN EXTENDED BOOKING
5.2 Conversation 26
CHAPTER 6 REGRETTING A BOOKING 33
6.2 Conversation 33
CHAPTER 7 RESERVATION FOR SPECIAL PURPOSE 37
7.2 Conversation 38
7.4 Let’s Read! 39
CHAPTER 8 GIVING INFORMATION ABOUT PRICES 43
8.2 Conversation 44
CHAPTER 9 CASHIER AND PAYING METHODS 49
9.2 Conversation 50
Table of Contents ix

CHAPTER 10 INFORMATION ABOUT RESTAURANTS 55
10.2 Conversation 56
CHAPTER 11 POPULAR TERMS IN RESTAURANTS 61
CHAPTER 12 FOOD AND BEVERAGES 67
REFERENCES 73
GLOSSARY 75
INDEKS 77
ABOUT THE AUTHORS 79
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x English for Hotel Management
BA B ..
LIST OF FIGURES
Figure 1.1 The Pattern of Simple Present Tense 4

Figure 12.1 Fish Steak Gindara 68
Figure 12.2 Ayam Taliwang 68
Figure 12.3 Soup Tom Yam Gong 68
Figure 12.4 Chicken Steak with Pasta 69
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xii English for Hotel Management
BA B ..
LIST OF TABLES
Table 3.1 Expressions of Offering Help 18

Table 5.1 The Pattern of Simple Future Tense 30
Table 6.1 Expressions of Apologizing 34
Table 10.1 The use of “Have To” and “Must” 58
Table 11.1 The Use of "Would You Mind." 63
Table 12.1 The Possessive noun with ‘s 70
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xiv English for Hotel Management
CHA PTER 1
THE HOTEL INDUSTRY
1.1 A Brief Overview
T
he hotel industry has developed rapidly nowadays. The
development of this industry is spurred by the amount of demand.
The term ‘hotel’ itself deals with ‘accommodation’ (Sutisna, 2008).
A hotel is currently no longer a place which is merely used as an
accommodation for travelers or tourists. As time goes by, hotel endeavors
to offer many services, such as for meeting, seminar, wedding, etc.
Moreover, to welcome the Industry 4.0 (the fourth industrial revolution),
the hotel industry will be forced to create a lot of innovative services
indeed.
There are various hotel categories. They are as follows.
a. Based on a number of rooms, there are five kinds of the hotel (Andrew,
2008). They are as follows.
1) Small hotel : this kind of hotel has 25 rooms or less.
2) Medium hotel : this kind of hotel has 26-100 rooms.
3) Large hotel : this kind of hotel has 101-300 rooms.
4) Very large hotel : this kind of hotel has 300-1000 rooms.
5) Mega hotel : this kind of hotel has more than 1000 rooms.
2 English for Hotel Management
b. Hotels can also be categorized based on the type of clientele (Andrew,

2008). The following are the kinds of hotels which belong to this
category.
1) Business hotel
2) Group hotel
3) Family hotel
4) Convention hotel
5) Youth hostels
c. Based on the assessment of the Tourist Office, there are five kinds of
hotels (Sutisna, 2008). They are as follows.
Melati hotel
This kind of hotel can also be called as “inn,” which is on a small scale
and usually run by the proprietor himself. In this hotel, all bedrooms
are completed with hot and cold water. Moreover, the main meals are
served to the guests who stay in the hotel, whereas for the guests who
do not stay, the meals may be limited or even not available especially
on the weekend.
Two-star hotel
This kind of hotel has a higher standard of accommodation, better
facilities. and wider choice of meals.
Three-star hotel
This kind of hotel has more various accommodation completed with
private bathroom/shower, and the meals are served to either the
guests who stay or do not stay in the hotel.
Four-star hotel
This is a very good hotel in which it serves a high standard of cuisine.
Five-star hotel
The five-star hotel is a luxurious hotel offering very high standards of
accommodations, service, and comfort.
The Hotel Industry 3
1.2 Conversation
Practice the following conversation with your partner!
Ken : “Hi Riko, how’s life?”
Riko : “I’m great, thanks. How about you, Ken?”
Ken : “I’m fine, too. Hmm...by the way, I am going to visit Jogja next
month with my family.”
Riko : “That sounds great!”
Ken : “Absolutely!”
Riko : “How long will you visit Jogja?”
Ken : “Hmm...perhaps for about four days. I’m going to book the hotel
as soon as possible, but I don’t know the recommended one. Any
suggestions?”
Riko : “Hmm...let me ask you first. What places are you going to visit?”
Ken : “I haven’t had a plan yet, but my mother wants to go to
Malioboro.”
Riko : “Well, how about Mutiara Hotel? It’s near Malioboro. You only
need around five minutes to go to Malioboro on foot.”
Ken : “That sounds nice! Hmm...what about the facilities there?”
Riko : “As far as I know, its facilities are quite complete. It has various
types of rooms such as superior, deluxe, executive suite, etc.
Moreover, the hotel provides a swimming pool, spa, shopping
arcades, and coffee shop.”
Ken : “Hmm... it sounds nice! It seems that it belongs to the four-star
hotel.”
Riko : “I guess so.”
Ken : “Ok, thank you. I’ll consider it.”
Riko : “You’re welcome. Hmm...actually, there are some hotels near
Malioboro, but I need to gain more information about the other
hotels except the Mutiara Hotel. I’ll call you as soon as I’ve
obtained the information.”
Ken : “Wow, how kind you are! Thanks a million!”
Riko : “My pleasure, Ken.”
Ken : “By the way, I’m sorry, I think I should hang up the phone because
I must go to the campus right now.”
Riko : “That’s alright. Have a nice day!”
Ken : “Thanks, you too.”
1.3 Grammar Focus

Pay attention to the bold words in the conversation above! Can you guess the tense
used in the sentences containing those words?
Simple Present Tense
− This tense is used to express habitual activities and general statements
of fact and timeless truth (Azar, 2002).
− The following is the pattern of simple present tense.
Figure 1.1 The Pattern of Simple Present Tense

Notes:
− S : Subject
− V : Verb
− O : Object
− Adv : Adverb
− N : Noun
− Adj : Adjective
− don’t : do not
− doesn’t : does not
Adverb of time:
Always, usually, often, sometimes, seldom, today, every day, every week,
every month, once a week, etc.
Examples:
(+) His mother wants to go to Malioboro.
( - ) His mother doesn’t want to go to Malioboro.
( ? ) Does his mother want to go to Malioboro?
Yes, she does.
No, she doesn’t.
(+) They want to go to Malioboro.
( - ) They don’t want to go to Malioboro.
( ? ) Do they want to go to Malioboro?
Yes, they do.
No, they don’t.
(+) It is near Malioboro.
( - ) It isn’t near Malioboro.
( ? ) Is it near Malioboro?
Yes, it is.
No, it isn’t.
1.4 Practice Time

Activity 1
Answer the following questions!
1. Explain the definition of a hotel with your own words!
2. Mention some kinds of hotel based on the number of rooms, type of
clientele, and the assessment of Tourist Office!
3. In your opinion, how is the development of the hotel industry in the
current era? And what are the facilities that should be provided by a
hotel in the era of the fourth industrial revolution?
4. Have you ever visited or stayed in a hotel? Tell your experience about
it!
Activity 2
Fill in the blanks using the correct verbs, be, and auxiliary verbs of simple present
tense!
1. Ruth usually__________ (spend) her holiday by traveling.
2. This hotel __________ (be) very luxurious.
3. The facilities in that hotel _________ (be) quite complete.
4. I __________ (have) breakfast everyday before going to campus.
5. Marry and James ________ (not go) to campus everyday.
6. I ________ (be) very happy today.
7. Shally and Rasya _________ (be) my classmates.
8. The hotel staffs ________ (be) very friendly.
9. My cousin ________ (not stay) in this hotel.
10. Unfortunately, he ________ (not obtain) enough information about it
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CHA PTER 2
HOTEL ORGANIZATION: FRONT OFFICE
A
hotel organization consists of several departments. Although
each department has its duties or responsibilities, all
departments should work cooperatively one another since they
are unity. In other words, hotel operations should be well organized.
One of the departments in a hotel is the front office. The front office is
positioned on the front side of the hotel. This department takes a very
significant role since it welcomes the guests and becomes an information
center. Also, the front office staffs should have good demeanor because
they will reflect the first impression of a hotel (Sutisna, 2008).
The front office department has several main duties. First, it sells
rooms. Here, this department processes reservations and all
communications with persons looking for accommodation in the hotel.
Second, as front desk, it enrolls guests and assigns rooms. Third, as a
service function, it handles all mail, telegrams, and messages for guests;
provides information; keeping the accounts of guests, rendering bills, and
receiving payments thereof (Negi, 2014).
Moreover, there are several main functions of front office such as
selling accommodation and facilities in the hotel; receiving and registering
incoming guest; organizing the guest check out including settlement of
their bills; related to incoming and out going letters; dealing with telephone
and other means of communication; and dealing with inquiries, complaints
and information (Sutisna, 2008). Furthermore, there are four sections in the
front office. They are a reception, information, reservation, and concierge/
uniform service or bellboy (Sutisna, 2008).
In summary, the tasks of front office encompass welcoming,
receiving, and registering guests; providing information; dealing with mail,
telegrams, messages, and telephone; processing reservations including
allocating rooms; receiving payments; and helping guests when they check-
in, check-out or other requests. Also, the front office staff should have a
good attitude in serving the guests.
2.2 Conversation
Practice the following conversation!
Receptionist : “Good evening Ma’am, may I help you?”
Guest : “Good evening, I’m Grace, and I have stayed here for two
nights with my sister. Unfortunately, she is sick now, and
she forgets bringing her medicine. Do you know the
nearest drugstore here?”
Receptionist : “Oh I’m sorry to hear that, Ma’am. Well, there is a GWS
drugstore. It isn’t far from here.”
Guest : “Hmm... is it a 24-hour-drugstore?”
Receptionist : “Yes, Ma’am.”
Guest : “Thanks, God! How can I get there?”
Receptionist : “Well, from this hotel, just turn right and go straight on
until you reach Graha Bank. The drugstore is across the
bank and near the traffic light.”
Guest : “Alright, hmm...can I go there on foot?”
Receptionist : “Of course, Ma’am. It isn’t far from here.”
Guest : “Ok, thank you very much for the information. It’s very
helpful.”
Hotel Organization: Front Office 11
Receptionist : “ You’re welcome, Ma’am. Hopefully, your sister will get

better soon.“
Guest : “Thank you.”
2.3 Grammar Focus

An Introduction to Modal Auxiliaries in English
− Modal auxiliaries generally reveal speakers’ attitude. For example,

modals can express that a speaker feels something is important,
advisable, permissible, possible; and they can convey the strength of
those attitudes.
− The basic modal auxiliaries in English include can, could, had better, may,
might, must, ought (to), shall, should, will, and would.
− Each modal has more than one meaning or use.
− The examples of the uses of basic modals are as follows:
a. She can read it.
b. She could read it.
c. She had better read it.
d. She may read it.
e. She might read it.
f. She must read it.
g. She ought to read it.
h. I shall read it.
i. I should read it.
j. She will read it.
k. She would read it.
Notes : Modals do not take a final –s; they are followed immediately by
the simple form of a verb (e.g., must read); and the only
exception is ought, which is followed by an infinitive (to + the
simple form of a verb), e.g., ought to read.
− Moreover, there are also phrasal modals. Phrasal modals are common
expressions whose meanings are similar to those of some of the modal
auxiliaries. For example: be able to be similar to can; be going to is similar
to a will. Also, an infinitive (to + the simple form of a verb) is used in these
similar expressions. Furthermore, the examples of phrasal modals can,
be going to, be supposed to, have to, and have got to. The following are the
examples of the uses of phrasal modals:
a. She can read it.
b. She has to read it.
c. She is going to read it.
(Azar, 2002)
2.4 Practice Time

1. What do you know about the front office?
2. Explain the duties of the front office!
3. How should a front office staff behave?
4. Mention some good characters a front office staff must have and bad
characters that must be avoided by a front office staff!
Activity 2
Complete the following conversation using the appropriate expressions and
responses!
Receptionist : “Good morning, Ma’am. (1) ......................... ?”
Guest : “Yes, (2) ......................... ?”
Receptionist : ”Yes, Ma’am. It opens 24 hours.”
Guest : “Good. (3) .............................. ?”
Receptionist : “It’s on the third floor, Ma’am.”
Guest : “Alright, hmm.. and one more thing, is there any spa
here?”
Receptionist : “(4)....................... It’s on the second floor.”
Guest : “Well, thank you very much.”
Receptionist : “(5)....................................... .”
Hotel Organization: Front Office 13
Activity 3
1. Make some sentences using modals!
2. Create a conversation dealing with the front office!
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CHA PTER 3
FRONT OFFICE ACTIVITIES: RECEPTIONIST
3.1. A Brief Overview
R
eceptionist belongs to front office department. The receptionist
can be defined as a person who registers guests, allocates room
for guests, handles all messages for guests, updates the room rack
including the in-house guests, and makes a list of the guests who want to
leave the hotel (Sutisna, 2008). Moreover, the jobs of a hotel receptionist
include welcoming guests as they arrive, assigning rooms to guests, giving
guests their keys, taking and passing on messages, checking guests in and
out of the hotel, handling foreign exchange, preparing guests’ bills and
taking payments, and assisting guests with any special requests (Negi,
Jagmohan M.J., 2013). In other words, the duties of a receptionist
encompass welcoming the guests, registering guests, handling the room
bookings, and helping guests of any special requests.
Some several activities are undertaken by a receptionist when a guest
arrives in the hotel (Negi, 2014) are as follows.
1. Checking the day's arrival rack that the guest has a reservation when a
guest arrives;
2. Checking the correspondence in the file and giving registration card to
the guest;
3. Asking the guest to write information on the grc (guest registration

card) or sign the register;
4. Taking a card from the guest check and completing it;
5. Checking and assigning the ready room;
6. Preparing a welcome card;
7. Checking mail or message, if any; and
8. Giving the key to the guest.
3.2 Conversation
Practice the following conversations!
Guest Check-in (1 )
Receptionist : “Good afternoon Sir, may I help you?”
Guest : “Good afternoon. I am Steve Gerald. I have a reservation
for five days.”
Receptionist : “Welcome to Cozy Hotel, Mr. Gerald. Would you fill this
registration form?”
Guest : “Of course.”
Receptionist : “Thank you, Mr. Gerald. Here is your key, the keycard,
and a bellboy will escort you to the room, have a nice stay
with us.”
(Sutisna, 2008)
Guest Check-in ( 2 )
Receptionist : “Good morning, Sir. May I help you?”
Guest : “Good morning. Can I have a room tonight for two
days?”
Receptionist : “Certainly, Sir. May I have your name please?”
Guest : “I am John Bill.”
Receptionist : “Alright, Mr. Bill, there is a single room until May 10th.
Could you fill in this registration form while I prepare
your key?”
Guest : “Sure. Let me see…hmm...why do you need this passport
details?”
Front Office Activities: Receptionist 17
Receptionist : “They are for the police department. We have to ask this
information by law.”
Guest : “Ok, here you are.”
Receptionist : “Well, here is your key Mr. Bill. Your room number is 401,
on the 4th floor and the daily rate is Rp 400.000 and here in
your keycard. It tells you all about the service in the hotel.
You should carry it at all times; you’ll need it as
identification in hotel bars, or restaurant. If you want to
have a drink or meals, it will be charged to your
account.”
Guest : “Alright, I’ll take good care of that. By the way, is it
possible for me to get something to eat in the late
evening?”
Receptionist : “Yes, sure, Sir. Our coffee shop opens 24 hours.”
Guest : “That sounds nice; thank you very much.”
Receptionist : “You’re welcome, Sir.”
(Sutisna, 2008)
Guest Check-out
Receptionist : “Good afternoon, Ma’am. How may I help you?”
Guest : “Good afternoon. My stay is over, and I’m checking out
now.”
Receptionist : “Well, may I have your room number, Ma’am?”
Guest : “It’s 206.”
Receptionist : “Just a moment please....here is your bill, Ma’am.”
Guest : “Alright. Thanks. Here is the key.”
Receptionist : “Thank you, Ma’am. How was your stay here? Did you
enjoy it?”
Guest : “Actually yes, this hotel is great enough, and the facilities
are quite complete. I like the coffee shop and the
swimming pool a lot. However, it was rather noisy last
night.”
Receptionist : “We are sorry for the inconvenience, Ma’am. We
guarantee it won’t happen again.”
Guest : “It’s ok.”

Receptionist : “Thank you very much for your stay, Ma’am. We hope
you can visit us again and have a wonderful trip!”
Guest : “You’re welcome.”
(Vazokiray, 2014)
3.3 Grammar Focus

Expressions of Offering Help
Table 3.1 Expressions of Offering Help
Expressions of Offering Help Responses

− May I help you? − Yes, please.
− How may I help you? − That would be great. Thank
− Could I help you? you.
− Can I help you? − That would be nice. Thanks.
− How can I help you? − No, thanks.
− What can I do for you?
− Would you like me to... ?
− Would you like some help?
− May I...?
− Shall I...?
3.4 Practice Time

Activity 1
1. What are the responsibilities of a receptionist?
2. What are the activities carried out by a receptionist when a guest
arrives in the hotel?
3. Create a simple conversation between a receptionist and a guest!
Front Office Activities: Receptionist 19
Activity 2
Complete the following conversation using the appropriate expressions!
Receptionist : “Good afternoon, Sir. (1) ..........................?”
Guest : “Good afternoon. I’d like a room for two nights.”
Receptionist : “(2).........................?”
Guest : “My name is Robert Steward.”
Receptionist : “Alright Sir, (3)...............................?”
Guest : “I’m sorry; I can’t see the form clearly because I’ve got
troubles with my eyes.”
Receptionist : “Well, no worries, Sir. (4) ........................ ?”
Guest : “Yes, please. Thank you very much.”
Receptionist : “My pleasure, Sir.
Receptionist : “Well, (5) ............................ . A bellboy will escort you to
the room.”
Guest : “Ok, thank you.”
Receptionist : “You’re welcome, Sir. Have a nice stay!”
-oo0oo-
CHA PTER 4
FRONT OFFICE ACTIVITIES:

TELEPHONE OPERATOR
A
telephone operator is one of the parts of the front office
department. The existence of a telephone operator is very
necessary. It links the communication either within hotel staffs
or beyond the hotel staffs. The main responsibilities of a telephone operator
are to receive and deliver the incoming and outgoing calls from or to a
certain department that should be connected to the right extension (Sutisna,
2008).
Some notes that should be highlighted by a telephone operator while
he/she is on the phone (Sutisna, 2008) are as follows.
− Preparing a notepad and pen;
− Picking up the phone on maximum three times ringing;
− Greeting the caller and identifying himself/herself;
− Respecting the caller;
− Using brief and concise utterances; and
− Speaking in a courteous manner and avoid debate.
Meanwhile, some expressions usually used in receiving phone calls
are listed below (Sutisna, 2008).
− “What can I do for you?”

− “May I help you?”
− “Good morning/ afternoon/ evening!”
− “ I am sorry... “.
− “ Could you repeat that please ?”
− “ Thank you.“
− “ Certainly Sir “ / Certainly Ma’am.”
− “ Please hold on “
− “ I will connect you with …”
− “ You’re welcome.”
− “ Thank you for calling us “
− “Thank you for letting us know about it “
− “ I am sorry the line is busy; would you like to wait or call back later on?”
To sum up, in receiving a call, a telephone operator should be
courteous and have a good attitude. Also, she or he should greet and offer
help to the caller first. Moreover, in speaking to the caller, a telephone
operator shouldn’t raise her or his voice and should avoid debate.
4.2 Conversation
Practice the following conversation!
Telephone Operator : “Good morning, Cozy Hotel, how may I help you?”
Mr. Smith : “Good morning. I am John Smith. I’ve tried to call
my friend, but I couldn’t. He stays in your hotel. His
name is Andrew Bill, and if I’m not mistaken, he
stays in room 232. Would you please connect me to
him?”
Telephone Operator : “Yes, of course, Sir. Please wait for a while.”
Mr. Smith : “Ok, thank you.”
***
Front Office Activities: Telephone Operator 23
Telephone Operator : “I am sorry, Sir. The line is busy. Would you like to
call back later?”
Mr. Smith : “Hmm... that’s okay. I’ll try to call him again later.
Thank you.”
Telephone Operator : “You’re welcome, Sir.”
4.3 Grammar Focus

The Uses of Modals in Polite Requests
The examples of these polite requests are as follows.
− Would you fill in the form (please)?
− Will you (please) fill in the form?
− Could you fill in the form (please)?
− Can you (please) fill in the form?
Notes:
− Would you and will you have the same meaning, but would you is more
polite.
− Can you is often used informally. It’s less polite than would you or could
you.
(Azar, 2002)
4.4 Practice Time

Activity 1
1. What are the duties of a telephone operator?
2. What should be noted by a telephone operator when he/ she is on the
phone?
3. Make a conversation dealing with the telephone operator!
Activity 2
Complete the following conversation using the appropriate words from the box!
Telephone Operator : “Good afternoon, Mulia Hotel, how may I
(1)______ you?”
Mr. John : “Good afternoon. I’ve (2)_____ to call my brother,
but I couldn’t. He stays in your hotel. (3)_____ you
please (4)____ me to him?”
Telephone Operator : “Certainly, Sir. (5)_____ you give me your (6)_____
and his name?”
Mr. John : “I am John, and my brother is Tom Gates.”
Telephone Operator : “Alright, Sir. Wait a (7)_______, please.”
***
Telephone Operator : “Good afternoon Mr. Gates. There is a (8)______
for you. It’s from Mr. John.”
Mr. Gates : “Ok, thank you.”
could name moment call

connect tried help would
-oo0oo-
CHA PTER 5
RESERVATION, HANDLING AN EARLY ARRIVAL

AND AN EXTENDED BOOKING

Reservation
T
he duties of reservation department are to receive and confirm all
bookings made by the guests; record the room bookings; and
make a weekly forecast of room situation, a monthly report, and
make the report of the guests’ statistics. Furthermore, some important notes
dealing with reservation are as follows.
− The task of a reservation staff is to obtain the data of the guests.
− A confirmation letter/fax is needed in case the hotel is in full
occupancy.
− The date of the letter has to be made and clearly written.
− A reservation staff can offer to book in another hotel of the same grade
to the guest when the hotel room is full, and the guest name hasn’t
been listed yet.
− Reservation can be made by telephone, letter, fax, etc.
− A reservation staff should handle every reserved room and the changes
to the reservations.
− A reservation staff should make a weekly forecast.
− A reservation staff should send a confirmation letter.
(Sutisna, 2008)
Handling An Early Arrival

Early arrival may happen in a hotel. This early arrival means the guest
arrives before the reserved arrival time or date. In this case, the reservation
staff should check the reservation list so that it can be known whether there
is still an available room or not. If there is available room for the guest, the
reservation staff should change the booking immediately and inform other
departments especially housekeeping to prepare the room. Here, there
should no any extra charge. Meanwhile, if the rooms are fully booked, the
reservation staff should assist the guest if he/she wants to find a room in
another hotel.
(Sutisna, 2008)
Handling An Extended Booking
As an early arrival, an extended booking may also happen in a hotel. An
extended booking means that the guest lengthens his/ her stay in which it
can be for one or several days. In this case, the decision of accepting or
refusing the extended booking is made based on the list of reservation. If
there is still an available room, the reservation staff should process it, but if
the rooms are fully booked, the reservation staff should help the guest if
he/she wants to get a room in another hotel.
(Sutisna, 2008)
5.2 Conversation
Reservation
Receptionist : “Good morning, Sir. Welcome to Podomoro Hotel. What
can I do for you?”
Guest : “Good morning. I’d like to make a reservation for next
weekend. Are there two rooms available for that
weekend?”
Receptionist : “May I know your arrival date, Sir?”
Reservation, Handling An Early Arrival And An Extended Booking 27
Guest : “It’s June 14th.”

Receptionist : “Let me check first. Please wait a minute, Sir.”
***
Receptionist : “Thanks for waiting, Sir. Fortunately, we have several
rooms available for that date.
Guest : “Great!”
Receptionist : “How long will you be staying, Sir?”
Guest : “I’ll be staying for three nights.”
Receptionist : “What types of rooms do you need?”
Guest : “I want a standard room with twin beds and a suite room.”
Receptionist : “Well, we have three standard rooms, four deluxe rooms
and two suite rooms available for that weekend.
Unfortunately, those standard rooms are with double
beds.”
Guest : “Hmm... alright then. A standard room with a double bed
doesn’t matter for me. How about the rate?”
Receptionist : “Well, they are Rp 300.000 per night for the standard room,
Rp 400.000 per night for a deluxe room, and Rp 750.000 per
night for the suite room. The rate hasn’t encompassed the
tax yet.”
Guest : “Ok, I’d like to have a standard room and a suite room.”
Receptionist : “Ok, Sir. Would you like a poolside room?”
Guest : “That sounds nice!”
Receptionist : “Alright, Sir. I’ll find you a poolside suite room.”
Guest : “Many thanks.”
Receptionist : “My pleasure, Sir. May I have your name?”
Guest : “I am John Smith.”
Receptionist : “Pardon me, Sir. Is it J-O-N-S-M-I-T-H ?”
Guest : “No, it’s J-O-H-N.”
Receptionist : “Oh, I’m sorry Sir. I’ll correct it.
Guest : “It’s ok.”
Receptionist : “Next, may I have your phone number, Sir?”
Guest : “My phone number is 088855665432.”
Receptionist :
“Ok, Sir. How would you pay the charge?”
Guest :
“I’ll pay it with my credit card.”
Receptionist :
“May I know the type of card?
Guest :
“Sure. It’s Visa, the number is 867456777, and the
cardholder is me.”
Receptionist : “Alright Mr. Smith, your reservation has been made for
June 14th until 17th in which the reserved rooms are one
standard room with a double bed and one pool side suite
room. Also, the check-in time is at 1 pm. If you have any
other questions, please feel free to contact us.”
Guest : “Ok, thank you very much.”
Receptionist : “You’re welcome, Sir. See you and have a nice day!”
Handling An Early Arrival
Receptionist : “Good afternoon, Podomoro Hotel, may I help you?”
Guest : “Good afternoon. I have reserved a room in your hotel for
Friday this week. However, I wanna change my arrival
since there is an urgent agenda.”
Receptionist : “Alright, Sir. May I have your full name?”
Guest : “I am Billy Watson.”
Receptionist : “Ok, Mr. Watson. When will you arrive at the hotel?”
Guest : “I will be there on Wednesday at 3 pm. Is there any room
available for me on that date?”
Receptionist : “Just a moment please, Sir. Hmm...your room number is
206, and there is no reservation three days before that date.
Would you like to stay in the same room as the reserved
one?”
Guest : “Yes, please.”
Receptionist : “Alright Sir. I’ll process it and prepare your room.”
Guest : “Thank you very much.”
Receptionist : “My pleasure, Sir. Is there anything else I can do for you?”
Guest : “No, thanks.”
Receptionist : “Well, thank you, Sir.”
Handling An Extended Booking

Receptionist : “Good morning, Ma’am. How may I help you?”
Guest : “Good morning. I am supposed to check out today, but I
should stay three more days here. Is it possible for me to
extend my stay?”
Receptionist : “Please wait a moment, Ma’am. I’ll check it first... well, for
the next two days, that will be fine, but for the last day, we
are extremely sorry, you can’t extend your stay since we’re
fully booked.”
Guest : “That’s so sad.”
Receptionist : “Would you mind if I helped you to find a room in another
hotel?”
Guest : “Of course not. That will be very nice.”
Receptionist : “Ok Ma’am. Please have a seat. I’ll contact the other hotel
near here.”
Guest : “Alright. Thanks a lot. Hmm... wait a minute. I’m sorry, I
just remember that I must go now to meet my friend. Is it
okay if I come back later?”
Receptionist : “Certainly, Ma’am. I’ll inform you later.”
Guest : “Thank you very much. That’s very kind of you.”
Receptionist : “My pleasure, Ma’am.”
5.3 Grammar Focus

Simple Future Tense
− The use of simple future tense is to express events that happen in

future time.
− The pattern and examples are as follows.
Table 5.1 The Pattern of Simple Future Tense
Pattern Examples
Positive Subject + will + verb 1 John will arrive here
sentence tomorrow.
Subject + will not + John will not arrive
Negative verb 1 here tomorrow.
Sentence Subject + won’t + verb John won’t arrive
1 here tomorrow.
Interrogative Will + subject + verb 1 Will John arrive
sentence here tomorrow?
Will
Positive Subject + will + be + John will be here
sentence non verb next week.
Subject + will not + be John will not be here
Negative + non verb next week.
Sentence Subject + won’t + be + John won’t be here
non verb next week.
Interrogative Will + subject + be + Will John be here
Sentence non verb next week?
Positive Subject + is/am/are + John is going to
Sentence going to + verb 1 arrive here
tomorrow.
Negative Subject + is/am/are + John isn’t going to
Sentence not + going to + verb 1 arrive here
tomorrow.
Interrogative is/am/are + subject + Is John going to
Sentence going to + verb 1 arrive here
be going tomorrow?
to Positive Subject + is/am/are + John is going to be
Sentence going to + be + non here next week.
verb
Negative Subject + is/am/are + John isn’t going to
Sentence not + going to + be + be here next week.
non verb
Interrogative is/am/are + subject + Is John going to be
Sentence going to + be + non here next week?
verb
− Shall is also can be used in the simple future tense in which the subjects
must be I or we. However, shall is uncommon in American English, and
it is used more frequently in British English than in American English.
Example: We shall accomplish our work tomorrow.
− Adverb of time:
• Tomorrow
• Next ... (next week, next month, etc.)
(Azar, 2002)
5.4 Practice Time

Activity 1
1. What are the duties of a reservation staff?
2. What do you know about handling an early arrival and an extended
booking!
3. Create a conversation dealing with reservation, handling an early
arrival, or handling an extended booking!
Activity 2
Complete the following conversation using the appropriate words from the box!
Receptionist : “Good evening, Jasmine Hotel, (1)______ I help you?”
Guest : “Good evening. I have (2)_______ a room in your hotel for
tomorrow. I’m (3) ________ to arrive tomorrow at 5 pm.
However, I want to change my arrival (4)_________.”
Receptionist : “Alright, Sir. May I have your name?”
Guest : “I am Gerald Stephan.”
Receptionist : “Ok, Mr. Stephan. When (5)_____ you (6)_________ in the
hotel?”
Guest : “I will (7)_____ there at 8 am. Is there any room (8)_______
for me at that time?”
Receptionist : “(9)______ a moment please, Sir.
***
Receptionist : “Your room is still available at that time.”

Guest : “Great!”
Receptionist : “Alright Sir. I’ll (10)_______ your room.”
Guest : “Thank you very much.”
Receptionist : “You are welcome, Sir.
wait available prepare reserved be

may arrive time supposed will
-oo0oo-
CHA PTER 7
RESERVATION FOR SPECIAL PURPOSE

Banqueting activities:
a. Conferences
b. Cocktail party
c. Wedding parties
d. Formal and informal luncheon
e. Dinner parties
f. Arisan and other private functions (Negi, 2014)
Banqueting duties:
a. Booking function
b. Assisting in selecting menus
c. Give effective and efficient services
d. Ordering the flowers
e. Calculating the cost of the rooms, food, beverages, other necessities
f. Ensure that all is served properly by the staffs (Negi, 2014)
7.2 Conversation
Arranging Wedding Party
Banquet staff : “Hello, good afternoon. This is Lia speaking may I help
you?”
Jony : “Hello, good afternoon. May I ask for some information
dealing with banquet service for the wedding party?”
Banquet staff : “Certainly, Sir. May I know how many guests will attend
the party?”
Jony : “I guess there will be approximately 1000 people who come
to our party.”
Banquet staff : “Great, thank you for your information, Sir. Then, do you
expect to have a certain theme for your party?”
Jony : “Hmmm… not really, but my fiance wish the venue to be
dominated with pink color. It will be nice if you use pink
flowers for the decoration.”
Banquet staff : “Ok, well noted Sir. We will decorate it as you wish. Is
there any other request?”
Jony : “So far, nope.”
Banquet staff : “Then, dealing with the menu, have you decided the menu
for the party?”
Jony : “I haven’t talked about that yet. Should I answer it now?”
Banquet staff : “Of course no, Sir. Or maybe may we have your email
address so that we can send you the detail of the menu,
prices and other services that you may need for the
wedding party?”
Jony : “That sounds better. I need time to discuss with my fiance
about the detail of it. This is my email address
jony2019@email.com”
Banquet staff : “Thank you, Sir. We will send the detail information right
away.
Thank you for calling us, and we are hoping for our future patronage.”
Jony : “You’re welcome. Bye”
Reservation for Special Purpose 39
7.3 Grammar Focus

Present Perfect Tense
In the Indonesian language, we commonly recognize it as “sudah”
It expresses something that happens before now.
Have/ Has + V3
Examples:
I have watched the movies.
She hasn’t finished her homework
Have you ever seen snow?
Has He ever visited this place?
We have had breakfast already. (Azar, 2002)
7.4 Let’s Read!

Arisan n the Hotel
Mrs. Teti is a busy housewife. Every day she prepares what is needed by
her husband and her kids. She starts her activity at 04:00 in the morning
and goes to bed usually at 22:00 after her husband comes home. She does
all her jobs with a warm smile, and all is done nicely. She is such an
inspiring housewife and very lovely mom.
Not only works dealing with the house core, but she is also active in
any organization especially motherhood community that is commonly
known in Indonesia as arisan. It is a typical monthly or weekly activity that
is attended by women who have already been married. It becomes an
informal social event in which all participants must pay a certain amount of
money, and the total money will be given to one person who is decided
based on the lottery. One of the participants must host the event that is
commonly in their houses.
In this occasion, Mrs. Teti gets the turn to host arisan. She has a plan
to host it differently. Luckily, several days ago she got a brochure from
SUKA Hotel which offers a package of arisan. She read it carefully and
finally decided to use SUKA Hotel for hosting arisan.
Mrs. Teti called the SUKA Hotel and ordered the banquet service for
the arisan event. She chose the menu, the room, the decoration, and also fun
souvenir for her friends. The hotel also gave Master of Ceremony for free to
make the event more fun. Mrs. Teti then does not have to be busy in
preparing her house to host the arisan because everything will be done in
the hotel.
On the day of arisan, Mrs. Teti’s friends were very surprised and
happy because they got a very satisfying service from the hotel. They have
ideas to always do arisan in hotels.
7.5 Practice Time

Activity 1
Please do this exercise based on the reading passage of “Mrs. Teti’s Arisan!
1. What is the occupation of Mrs. Teti?
2. How often is arisan held?
3. Where is the location of arisan hosted by Mrs. Teti?
4. What is the free service given by the hotel for the arisan event?
5. Do Mrs. Teti’s friends feel excited with the arisan in the hotel?
Activity 2
Please do this exercise by relating to “Present Perfect Tense”!
1. My father …. (arrive) in my boarding house last weekend.
2. This week, I …. (have) three tests that make me dizzy.
3. I … (know) Sinta for six years.
4. The university … (start) many new programs for their students.
5. He … (listen) to the Ed Sheeran’s newest song.
Reservation for Special Purpose 41
Activity 3
Please decide whether the sentences are grammatically correct or incorrect!
1. My mother has the newest smartphone.
2. Rudi have created a very sophisticated computer programs.
3. The cleaning service staff has done his job.
4. The company has accepted two new workers.
5. The bricklayer has painted my house.
-oo0oo-
CHA PTER 8
GIVING INFORMATION ABOUT PRICES

Reading numbers
100 one hundred
580 five hundred and eighty
1,000 one thousand
10,500 ten thousand five hundred
1,000,000 one million
2,575,000 two million five hundred and seventy-five thousand
1,000,000,000 one billion
Types of hotel rooms
Cabana : A room next to the pool area, that is served with or without
Sleeping facilities
Double : A room with a double size or queen size bed that may
accommodate two guests
King : A room that is served with king size bed or sometimes by
combining two mattresses of twin bed into one
Single : A room that is designed to accommodate one person
Studio : A room with the facilities of a sitting area that has one or two
sofas near the bed
Suite : A combination of two or more than one room into one with
sitting area and sometimes the bar
Twin : A room with two single beds
Duplex : A suite room that is separated and connected with stairs
Family : A room with two beds double/queen size that may
accommodate two, three or even four people
Efficiency : An accommodation that serves the kitchen facility on it
(Negi, 2014)
Several methods in determining hotel tariff
Guess work approach:
The hotel room rates are set based on the neighboring hotels and follow
inflation. This method is not suggested for the new hotel because it needs
more consideration. There are many hotels that use this method.
Operating cost approach:
This approach calculates the room rates based spending of the operating
basis
Based on the square footage:
− Calculate the total area of bedrooms

− Count the size of every bedroom
− Predict the amount to produce from every room to cover the spending
Daily rate for the individual functional area:
By using certain mathematic formulas to get the rates
(Negi, 2014)”
8.2 Conversation
Moving to Hotel Nearby
Mr. Tanto : “Hallo, good morning.”
Hotel staff : “Hallo good morning Sir. How can I help you?”
Giving Information About Prices 45
Mr. Tanto : “I am staying at the hotel across the street, I heard that this
hotel has a nice swimming pool and golf course. So I am
planning to move out to this hotel tomorrow. Could you
please inform me of the room rate of this hotel for the next
five days?”
Hotel staff : “With pleasure, Sir. What kind of room that you prefer to
stay?”
Mr. Tanto : “I prefer to stay in the family room because I will stay with
my wife and my son.”
Hotel staff : “Please wait for a moment, Sir ...
For the next five days, there are four family room options
that we have, the first one is the regular family room with
the rate of Rp 1.500.000 per night. The second one is the
family room with mountain view with the rate of Rp
1.680.000 per night. The third one is the family room with a
garden view with the rate Rp 1.700.000 per night, and the
last one is the family room with the direct access to the
swimming pool with the rate Rp 1.830.000 per night.”
Mr. Tanto : “Okey then, the family room with the direct access to the
swimming pool sounds nice for me. I’ll take it then. How
much the total of it?”
Hotel staff : “Okey Sir, the total room rate family room with the direct
access to the swimming pool for five nights is Rp 9.150.000.”
Mr. Tanto : “So I have to do the pre payment?”
Hotel staff : “Yes, that would be better Sir. We usually require 30% of it
for the pre payment.”
Mr. Tanto : “No problem, this is my credit card.”
Hotel staff : “Thank you, Sir. Please wait for a minute. I’ll process it.”
***
“Here you are, Sir. You’re all set.”
Mr. Tanto : “Okey thanks, see you.”
Hotel staff : “See you. Have a good day.”
8.3 Grammar Focus

Present Continuous Tense
In the Indonesian language, we commonly recognize it as “sedang”
It expresses something that happen now.
Be + Ving
Examples:
The diligent student is sitting on the front row right now.
I am trying to finish the paper.
He is driving from Solo this time.
My brother is not studying right now.
Are you playing games now?
(Azar, 2002)
8.4 Let’s Read!

Backpacking
Andi and Dimas are a best friend. They have the same hobby which is
backpacking. They love traveling with the minimum budget. Last year they
were planning to go to Bali to celebrate New Year’s Eve. Dimas asked Andi
to browsed for the nice and affordable accommodation in Bali. They
preferred to stay in Kuta which is very well known for its lovely beaches.
Andi used online booking platform to book browsed and booked the
accommodations. He sorted the hotels from the cheapest one. Andi got a
list of good hotels that were perfect for their trip. The cheapest one was the
dormitory room with the rate of Rp 80.000 per night for two people. The
other type was a double room with the rate Rp 150.000 per night for two
people.
Having got the names of the hotel, Andi discussed with Dimas, and
they agreed to book the double room one since they want to have a private
room to keep their belongings safely. Afterwards, Andi also gives the list of
Giving Information About Prices 47
transportation that they might use to reach Bali. Finally, they come into an
agreement to use plane since they got it in quite a low price that is Rp
400.000 for a one-way ticket. They also booked the motorbike rental which
costs RP 50.000 per day.
Everything run as planned. They enjoyed their trip a lot and got a
memorable new year’s eve celebration. In total, they spent Rp 450.000 for
three days excluding the flight tickets. They were addicted to doing the
same budget traveling or commonly known as backpacking again in the
next holiday season.
8.5 Practice Time

Activity 1
Please fill in the blanks based on the information in the reading passage!
1. The double room rate for three days is ….
2. The one-way tickets for Andi and Dimas cost …
3. The motorbike rental for three days is …
4. If Andi and Dimas took the dormitory room, how much it will cost
them? …
5. If the hotel gives a discount of 25%, how much it will cost Andi and
Dimas for one night staying in a double room? …
Activity 2
Please write these numbers in English!
1. Rp 1.700.000 =…
2. Rp 525.000 =…
3. Rp 38.000 =…
4. Rp 5.250.000 =…
5. Rp 11.930.000 =…
Activity 3
Please spot the grammatical mistakes of these sentences!
(some of the sentences have been already correct)
1. Many people is gathering in Alun-alun Kidul.
2. The government is renovating Malioboro area.
3. The hotels in the city are increasing their room rate.
4. The managers is not going for holidays this time.
5. Are she visiting the museums right now?
-oo0oo-
CHA PTER 8
CASHIER AND PAYING METHODS

Cashier in the hotel
The cashier is the person who is responsible for cash activities and audit the
revenue of the hotel.
The responsibilities are:
a. Build good communication with all department dealing with money
b. Manage all cash transaction
c. Have a control to the transaction with the credit cards
d. Updating the foreign currency rate
(The Rimrock Resort Hotel, 2017)
Hotel payment methods
Cash : The most commonly used payment in the hotel
Cheque : It is a paper-based form payment to pay by using the
promised amount written in the cheque
Credit cards : Payment by borrowing funds by using the card
Credit account : The payment is sent to the company later after the stay, it
encourages customer loyalty
Debit card : The payment is debited from the guests’ bank account
Internet payment: the payment is done through the internet platform
(Media, 2009)
9.2 Conversation
Paying in Foreign Currency
Cashier : “Hi Madam, is there anything that I can help?”
Mrs. Nichole : “I’m wondering is there any money changer nearby?
I forgot to exchange my money, and I have looked around
here, and I found no money changer.”
Cashier : “That’s true madam. There is no money changer around
here, but if you walk further, there are some around the
downtown area.”
Mrs. Nichole : “Yeah.. but I feel so tired after having a sunrise tour in
Borobudur. Then, for paying my room bill can I pay with
Euro?”
Cashier : “No problem Madam. Some currencies are acceptable for
payment here. There are US Dollar, Australian Dollars,
Yen, Euros, and Pound sterling that we usually accept.”
Mrs. Nichole : “That would be nice, so I don’t have to walk around to
find the money changer. Anyway, how about the rate of
Euro now?”
Cashier : “Please wait for a moment, Madam. I’ll check it in the
system.
… (after a moment) …The rate of Euro for today is Rp, 16.200 Madam. Will
that is okay for you?”
Mrs. Nichole : “That sounds okay for me. Could you please convert my
room bill into Euro please?”
Cashier : “Of course Madam. So the total for four nights will be 198
Euros.”
Mrs. Nichole : “Here you are the money.”
Cashier : “Thanks Madam, let me count it.
Here is your change and the receipt Madam.”
Mrs. Nichole : “Thanks.”
Cashier and Paying Methods 51
Cashier : “You’re welcome Madam. Have a good trip.”

Mrs. Nichole : “See you.”
Cashier : “See you, Madam.”
9.3 Grammar Focus

Expletive carries no meaning. Although it has no meaning in the
Indonesian language, we commonly knew it as“ada.”
There + be
There is for singular (1)

There are for plural (more than 1)
Examples:
− There are some apples in the fridge.
− There is only one room available for tonight.
− There is a special offer for new years.
− There are many guests who visit that place
− There are many taxies at the airport (Azar, 2002)
9.4 Let’s Read!

Transferring Money to the Hotel
Hi, my name is Sophia. I am from Germany. I will tell you about my
interesting experience when I traveled to Indonesia. The first city that we
visited is Yogyakarta city; we spent three nights in a one-star hotel there.
We had a very minimum budget, so we decided to find cheap
accommodation in the downtown area. We had a great time. The city was
so nice with warm and friendly people who have always greeted us
whenever and wherever we met them.
We had three awesome days in Yogyakarta; then we decided to
continue our time for traveling, moving to Flores island. We went to Flores
from Yogyakarta by plane. We took the earliest flight at that time. On the
day before, we had to pack our stuff into the luggage that is brought. It was
a tiring thing to do since we had much more stuffs with us like the
souvenirs, batik, and other stuff.
Finally, we arrived in Flores safely. We arrived at our homestay near
the beach. After we unpacked our luggage, I realized that I missed
something. It was my necklace; I lost it. Then, I tried to call the hotel in
Yogyakarta as the place where I stay before. Fortunately, the staff informed
me that they found my necklace. I was so thrilled with that; then we
figured out how to send it to me in Flores.
The staffs had an idea to send our necklace through the post office. I
then discussed it with my friend, and we taught that it was the best
solution. We then asked the staffs to send the necklace, and it cost us Rp
80.000. We asked them how can we pay the delivery cost. The hotel staff
then shared their hotel bank account number. Since we didn’t have any
local bank account, we asked the staff in our homestay in Flores to do the
money transfer for us, and we paid cash to them. It worked well, and it
solved the issue. We were so happy and relieved with the convenience of
the money transfer so that it made the payment method to be simpler and
accessible.
9.5 Practice Time

Activity 1
Please answer the following questions based on the reading passage!
1. What kind of tour is taken by Mrs. Nichole?
2. Is there any money changer near the hotel?
3. How much is the rate for the Euro currency on that day?
4. If Mrs. Nichole stayed for six nights, how much she should pay?
5. What kind of currencies that are acceptable in that hotel?
Cashier and Paying Methods 53
Activity 2
Please answer the following questions based on the conversation!
1. What type of hotel where Sophia stayed in Yogyakarta?
2. How many days that she spent in Yogyakarta?
3. What happened to Sophia after she arrived in the homestay in Flores?
4. Why Sophia send the money Rp 80.0000 to the hotel in Yogyakarta?
5. How Sophia send the money to the hotel in Yogyakarta?
Activity 3
Please fill in the blanks with “there is” or “there are”!
1. … ten rooms available in the hotel.
2. … many hotels in Yogyakarta.
3. … a guest who complaint about the breakfast.
4. … one ballroom in this hotel.
5. … special offerings in the New Year holiday.
-oo0oo-
CHA PTER 10
INFORMATION ABOUT RESTAURANTS

The restaurant is a commercial establishment for serving food and
beverages. There are some types of restaurants:
1. Hotel restaurants: support the marketing of the hotel
2. Independent restaurants: they build their own business and have their
brand names
3. Chain restaurants: they are apart of the multi-unit organizations
(Andrews, 2007)
Hotel Restaurants:
1. Coffee shop: the concept is from the United States and is known for its
fast Services
2. Specialty restaurants: the cuisine is originally formed certain area or
country such as Chinese, Indian, Japanese, French restaurants.
3. Grill Room or Rotisserie: it has specialties in the grill of many kinds of
meat, fish, and poultry.
4. Dining rooms: the restaurants that are found in smaller hotels, motels,
resorts, clubs, and small size hotels.
5. Night clubs: this restaurant open at night for dinner, dance, and live
music entertainment.
(Andrews, 2007)⁠
Service method at the restaurants:

1. Self-service: it is where the customers have to help themselves with the
food served in the counter or the buffet
2. Assisted service: this service is divided into two parts which are the
customers are served with the part of the meal at their table, and next,
they have to get the other part of the meal in the display counter or
buffet
3. Single point service: the customer order the menus and are served at
their table
(Cousins, Lillicrap, & Weekes, 2014)
10.2 Conversation
Birthday Treat at the Restaurant
James : “Hi Celine, happy birthday for you.”
Celine : “Oh.. thank you so much, James, I thought no one knows my
birthday! Haha”
James : “How could I forget it!! It’s on February 14 on Valentine’s day,
so easy to remember.”
Celine : “That’s true. Thanks, James.”
James : “Don’t mention it. Anyway, do you have any plan for today?”
Celine : “Nope!”
James : “That’s perfect! Let’s meet at the restaurant in Suka-suka hotel,
located at the State Street.”
Celine : “That sounds nice. What time should we meet there?”
James : “06:00 pm would be great. Let me, Jonny, Dominique, and
Jonathan treat you for your birthday.”
Celine : “oh… that’s so sweet of you guys. Thank you so much. See you
later because I have to go now.”
James : “See you then.”
…………………………………at the Restaurant ……..………………………
Dominique, Jonny, James and Jonathan : “Happy birthday Celine!!!”
Information about Restaurants 57
Celine : “Thank you so many guys, that’s nice of you all. I’m so
happy today.”
Dominique : “Let us treat you today. What do you want to order?”
Celine : “Oh thanks, I would like to order Chicken Cordon Bleu and
white wine.”
James : “That’s a perfect choice!”
Jonny : “We can order the same menu, I guess.”
James : “That’s a good idea; let’s have it.”
…………………………………..after the meal ………………………….………
Jonny : “We must pay the bill.
Excuse me, can we have the bill?”
Waiter : “Here you are, Sir.”
Jonny : “This is my card.”
Waiter : “Please wait a moment, Sir.”
Jonny : “All right.”
Waiter : “You’re all set, Sir. Thank you for coming and have a nice
day.”
Jonny : “Thanks, have a good day for you too. I leave the tips on the
table; please have it.”
Waiter : “Thank you so much, Sir.”
Jonny : “Anytime.”
James : “Let’s go, guys, let’s go to the cinema now. I have four
tickets for the Dilan movies now.”
Dominique : “Let’s go!!”
James : “Oh.. so sorry I have to go home now. I have an English test
tomorrow.”
Celine : “Oh so sad, okey James. See you later.”
James : “See you.”
10.3 Grammar Focus

Table 10.1 The use of “Have To” and “Must”
Have to Must
More common to do in daily life Stronger than “have to.”
I have to go (I need to go) I must go (It’s very important for
me to go)
Examples:
− I have to meet Tika right now.
− We must stop when the red traffic light is on.
− We must park our car properly.
− I have to watch that movie!!
− We have to hurry because it’s getting dark outside. (Azar, 2002)
10.4 Let’s Read!

Chicken Wings on Tuesday
There is a famous restaurant that is well known for its tasty chicken wings;
the name is Wings-Wings Yeay. Many people come to that restaurant for
enjoying their lunch or dinner. Wings-wings Yeay gives lots of special
offers, especially on Tuesday. On Tuesday, the guests who come can enjoy
the wings for $ 0.50 only per wing.
The wings are served with really delicious sauces. We can enjoy the
wings with barbeque, cheese, curry, and hot spicy sauces. The guests can
also enjoy many kinds of soft drinks that are offered there.
The atmosphere of this restaurant is also so cozy. We can sit inside
the restaurant or in their outdoor spaces. The only thing that we have to
remember is that the restaurant only accepts cash. Overall, it is a good
restaurant to chill.
Information about Restaurants 59
10.5 Practice Time

Activity 1
Please answer the following questions based on the conversation!
1. When is Celine’s birthday?
2. Where do they celebrate Celine’s birthday?
3. Who comes to Celine’s birthday celebration?
4. What is the menu that they order in Suka-suka hotel?
5. Does Jonathan join to watch the movie?
Activity 2
Please decide whether the statement is “True” or “False” based on the reading
Passage!
1. _____ Wings-Wings Yeay sells duck wings.
2. _____ Some sauces that you can taste in the restaurant are hot spicy,
cheese, sweet corn, and barbeque.
3. _____ The restaurant offers so many kinds of alcoholic beverages.
4. _____ We can pay by card on Wings-Wings Yeay restaurant.
5. _____ The price of the wings of Thursday is not $ 0.50 per wing.
Activity 3
Please decide whether the statement is more appropriate with “have to” or “must”!
1. We ….. to come on time, or else we cannot join the final test.
2. She …. leave now, since she has another appointment.
3. The teacher …. behave properly as the role model for their students.
4. I …. buy those shoes, because I like it and it’s so awesome.
5. The students …. respect the teachers.
-oo0oo-
BA B ..
REFERENCES
Andrews, S. (2007). Introduction To Tourism And Hospitality Industry. New

Delhi: McGraw-Hill Education (India) Pvt Limited.
Azar, B. S. (2002). Understanding and Using English Grammar Third
Edition. New York: Pearson Education.
Cousins, J., Lillicrap, D., & Weekes, S. (2014). Food and Beverage Service, 9th
Edition. London: Hodder Education.
Hotel, T. R. R. (2017). Central Cashier/ Income Auditor. Retrieved March 1,
2019, from http://www.rimrockresort.com/pdf/careers/Central
Cashier-Income Auditor.pdf
Media, B. L. (2009). CTH - Finance for Tourism and Hospitality. London: BPP
Learning Media Ltd.
Negi, Jagmohan M.J., G. R. S. (2013). Hospitality Reception & Front Office.
New Delhi: S. Chand & Company PVT Ltd.
Negi, J. M. S. (2014). Professional Hotel Management ( P.B.). Kolkata: S Chand
& Co Ltd.
Sutisna, N. M. (2008). Hotel Akomodasi. Jakarta: Kesaint Blanc.
Vazokiray, R. (2014). English for Hotel. Yogyakarta: Pustaka Pelajar.
-oo0oo-
BA B ..
GLOSSARY
accomodate : menyediakan sesuatu untuk memenuhi kebutuhan

affordable : terjangkau (harga)
arrival date : tanggal kedatangan
banquet : suatu acara perjamuan yang sudah direncanakan,
dipesan dan disiapkan
booking : pemesanan
buffet : penyajian makanan prasmanan
check-in : masuk hotel
check-out : keluar/ meninggalkan hotel
dormitory room : suatu kamar yang diisi 4-10 orang dan biasanya
memakai tempat tidur bertingkat
high season : periode (musim) dimana jumlah tamu/ pengunjung
banyak (ramai)
hotel occupancy : tingkat hunian kamar hotel
patronage : langganan atau kerja sama (dengan klien)
receipt : bukti pembayaran
revenue : keseluruhan hasil usaha
sticky rice : beras ketan
tips : uang yang dbayarkan oleh konsumen diluar harga

yang dibayarkan(sukarela biasanya karena
kepuasan atas jasa/layanan yang diberikan)
waiting list : daftar tunggu
-oo0oo-
BA B ..
INDEKS
A
accommodate, 37 O
affordable, 54
occupancy, 23
arisan, 35, 36
arrival date, 24 P
B patronage, 34
banquet, 33 R
booking, 16 receipt, 43
buffet, 46C revenue, 42
C S
check-in, 12 sticky rice, 58
check-out, 12 T
D
tips, 48
dormitory room, 40 W
H waiting list, 30
high season, 30
-oo0oo-
BA B ..
ABOUT THE AUTHORS
Dwi and Angela have been colleagues for some years. As being English
Foreign Language lecturers, they build a partnership attempting to
establish more meaningful and contextual EFL learning in the university
that they work for, Universitas Bina Sarana Informatika.
They have been teaching English for the Diploma students in
Universitas Bina Sarana Informatika. Through the experiences in the real
setting, eventually, they initiated to create a textbook to support EFL
learning, particularly for the hotel management students. This textbook
was written with the hope to fill the current shortfall of textbook
availability for EFL learning. In spite of some obstacles that Dwi and
Angela encountered along the textbook writing process, they both are
excited to find an opportunity to work collaboratively on worthy projects,
one of which is this textbook.
-oo0oo-

17 English For Hotel Management Combine

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ENGLISH

Hak Cipta © 2020 pada penulis

Edisi Pertama; Cetakan Pertama ~ 2020

Ruko Jambusari 7A Yogyakarta 55283

Hak Cipta dilindungi undang-undang. Dilarang memperbanyak atau memindahkan sebagian

Buku ini tersedia sumber elektronisnya

Having accomplished this book, we would like to express our

Yogyakarta, March 2019

CHAPTER 4 FRONT OFFICE ACTIVITIES:TELEPHONE 21

9.3 Grammar Focus 51

Figure 1.1 The Pattern of Simple Present Tense 4

Table 3.1 Expressions of Offering Help 18

THE HOTEL INDUSTRY

1.1 A Brief Overview

b. Hotels can also be categorized based on the type of clientele (Andrew,

1.3 Grammar Focus

Figure 1.1 The Pattern of Simple Present Tense

1.4 Practice Time

HOTEL ORGANIZATION: FRONT OFFICE

2.1 A Brief Overview

Receptionist : “ You’re welcome, Ma’am. Hopefully, your sister will get

2.3 Grammar Focus

− Modal auxiliaries generally reveal speakers’ attitude. For example,

2.4 Practice Time

FRONT OFFICE ACTIVITIES: RECEPTIONIST

3.1. A Brief Overview

3. Asking the guest to write information on the grc (guest registration

Guest : “It’s ok.”

3.3 Grammar Focus

Expressions of Offering Help Responses

3.4 Practice Time

FRONT OFFICE ACTIVITIES:

4.1 A Brief Overview

− “What can I do for you?”

4.3 Grammar Focus

4.4 Practice Time

could name moment call

RESERVATION, HANDLING AN EARLY ARRIVAL

5.1 A Brief Overview

Handling An Early Arrival

Guest : “It’s June 14th.”

Handling An Extended Booking

5.3 Grammar Focus

− The use of simple future tense is to express events that happen in

Table 5.1 The Pattern of Simple Future Tense

5.4 Practice Time

Receptionist : “Your room is still available at that time.”

wait available prepare reserved be

RESERVATION FOR SPECIAL PURPOSE

7.1 A Brief Overview

7.3 Grammar Focus

7.4 Let’s Read!

7.5 Practice Time

GIVING INFORMATION ABOUT PRICES

8.1 A Brief Overview

− Calculate the total area of bedrooms

8.3 Grammar Focus

8.4 Let’s Read!

8.5 Practice Time

CASHIER AND PAYING METHODS

9.1 A Brief Overview

Cashier : “You’re welcome Madam. Have a good trip.”

9.3 Grammar Focus