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  • FO Lesson 9

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    Oanh Kieu
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    This document provides guidelines and sample dialogues for hotel staff when guests request breakfast boxes, laundry service, or room cleaning. It instructs staff to collect details like room number, delivery time, allergies and special requests when taking breakfast box orders. For laundry, it describes using bags and forms to submit items and options for regular or express service. Dialogues demonstrate politely addressing guests' requests and needs.

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    FO lesson 9

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    This document provides guidelines and sample dialogues for hotel staff when guests request breakfast boxes, laundry service, or room cleaning. It instructs staff to collect details like room number, delivery time, allergies and special requests when taking breakfast box orders. For laundry, it describes using bags and forms to submit items and options for regular or express service. Dialogues demonstrate politely addressing guests' requests and needs.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    5 views3 pages

    FO Lesson 9

    Uploaded by

    Oanh Kieu
    This document provides guidelines and sample dialogues for hotel staff when guests request breakfast boxes, laundry service, or room cleaning. It instructs staff to collect details like room number, delivery time, allergies and special requests when taking breakfast box orders. For laundry, it describes using bags and forms to submit items and options for regular or express service. Dialogues demonstrate politely addressing guests' requests and needs.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 3

    Content:

    Room service: breakfast box, laundry service


    Understanding some guest’s requests
    Practice

    When guests book breakfast box, let’s ask them:


     Their room number
     Delivery time and day
     Quantity
     Their allergic information
     Other requests

    An example dialogue booking breakfast box by phone


    Receptionist: Xin chào, receptionist. Trang speaking, May I help you!
    Guest: I want to order/book breakfast box.
    R: May I know your room number, please?
    Guest: 187.
    R: How many boxes would you like?
    G: 2, please!
    R: May I know the delivery time and day?
    G: Tomorrow at 7a.m
    R: Yes, May I know your allergic information?
    G: I can’t eat garlic/dairy products( milk, butter made from cow.)/ soy
    milk/peanut…
    R: I will write them down. Would you have any request?
    G: Can you write a sentence “ Have a nice day” and stick it on the box/ put it in
    the box. I want to present them for my friend.
    R: Certainly./Absolutely Yes.
    G: Thank you.
    R: You’re welcome.
    Laundry service:
    G: Excuse me, I have some clothes need to be done/washed.
    R: May I know your room number?
    G: Room 156.
    R: Yes, in the bath room, there are a laundry bag and laundry form under the
    kimono. Please put the items in the the bag and tick on the form.
    G: Ok, when can I get them back?/ When can I receive them?
    R: Often within 8 hours with regular service. And if you would like to take soon,
    you can use express service, delivering within 4 hours and we surcharge 50% of
    the total bill. What kinds of service would you like?
    G: Regular service, please.
    R: Yes, I will get someone to your room to take it right now. Would you have any
    request?
    G: No, thank you
    R: You’re welcome. Have a good day!

    Other requests:
    I will go out now. Can I have someone clean my room now?/ Could you ask
    someone to clean my room now?
    Can you keep my key?
    May I take the room key?

    Yes, the maintenance/ housekeeping attendant will come to your room now.
    DND do not disturb: không làm phiền Meeting room: phòng họp
    Manicure and pedicure: bộ móng tay Letter of confirmation: thư xác định đặt
    và móng chân phòng
    New words:

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