HOTELS ONTENTS Grammar: modal verbs Vocabular Case study: make a good hotel great 1 @ERD Liston to a guest checking into a hotel and put the receptionist’ actions into the order you hear them. The firs item is given. ‘Ask forthe guests passpor or photo ID. Tell the quest the breakfast times. Smile and greet the quest. Ask ifthe quest needs assistance with luggage. Give the guest the keycard and directions to the Ask the quest for a credit card. Wish the guest an enjoyable stay. —9 fh Confirm the reservation details, 2 @DD Usten again and answer the questions. 1 Why i the quest staying at the hotel? 2 What type of bed does she want? 3 When does the hotel charge the guests credit card? 4. Where is the guests room? 55 What time is breakfast 6 Whereis breakfast served? 3 Complete what the receptionist says in Exercise 1. Use between one and three words. Check your answers in the audioscript on page 48. 1 ‘see your passport or Photo ID, please? 2___check that. 3 The. is included in your room rate, 4 have your credit ca se? 5 here, please, 6 your keycard and room number. 7 like the porter to take your luggage? 8 and the convention, 4 QDEED There are many ‘silent letter’ word: English with letters that are not pronounced. What are the silent letters in these words? Listen and check. 1 buffet 4 half 7 would __ 2 could 5 night —__ 3 guest 6 sign otel services and facilities, hotel trends, hotel charges Professional skills: dealing with complaints 5 Put the second sentence in the correct order to make the first sentence sound more polite. Listen and check your 1 Let me see your reservation. your / see / please /1/can / reservation 2 Give me your credit card. have / credit card / may / your/1 3 Sign here. you / here / sign / could 4 Do you want breakfast? in the morning / like / breakfast / you / would 5 Do/you/ want / the / porter? / the / call /for you / porter / shall 6 @DD Look at the example. How does the speaker use intonation to sound more polite? Practise the intonation of the sentences in Exercise 5. Then listen again and check. A uA 1 Can I see your reservation, please?7 Match the words we commonly use together. Match 1-4 with a-d and 5-8 with e-h. WI room facilities and which are hotel services and facilities? 1 walk-in a centre 5 in-room e pool 2 baby —b desk 6 ironing f safe 3 fitness € cot 7 swimming service 4 front d shower 8 laundry fh board Hotel services and facilities Room facilities 8 Complete these sentences with six of the expres: to open with a personal four-digit code. 2 You can phone our 24-hour. ‘on 100 if you need anything 3 Our ‘can collect your washing and ironing and return it the next day. 4 For families with infants, the hotel provides a on request. '5 Baths are disappearing from many hotel rooms as guests prefer a spacious 6 The indoor heated is 25m long and 1.40 m deep and is open all year. 1 Guests can programme the 9 Underline the word in each group that can’t be used with the noun on the right. 1 single, walk-in, double, king-size bed 2 standard, twin, family, queen room 3 executive, familiar, junior, luxury suite 4 indoor, wii, outdoor, heated ‘swimming pool 5 free, valet, secure, in-room parking 6 half, breakfast, full ironing board 10 Put the words in the box into the correct category. ‘blonket computer duvet fax mattress photocopier pillow printer sheet scanner shampoo shower gel soap toiletries towel Bathroom 11 Match the accommodation type in the box to the correct description. Boutique budget business hostel luxury resort 1 ‘an inexpensive place where travellers, especially young people, can stay, often in dormitories 2, hotel: provides rooms for meetings, conferences and banquets. It has office services, as well as hi-tech rooms and leisure facilities. 3 ‘or designer, hotel: offers chic accommodation with a high level of comfort and service. 4 hotel: provides cheap accommodation in basic room with limited hotel facilities. 5. hotel: usually in a popular holiday destination. It offers services and facilities for people on ‘vacation, such as an entertainments programme. 6 hotel: offers very high quality, fullservice facilities to quests, such as 24-hour room service. 4.2 QDEED Listen to four people talking about their accommodation needs. Which type of accommodation in Exercise 11 is best for each person? Guest 1: Guest 2: Guest 3: Guest 4;feiitela see NNSA 41 Use a prefix in, im, dis, un) to form the opposites of these adjectives that we sometimes use to praise or complain about something. 1__comfortable 2__ efficient 3__experienced 4__ friendly 5 __ happy 6 helpful 7 __ organized 8 —polite Match the opposite adjectives. 1 affordable a dirty 2 dean b expensive 3 disappointing ¢ noisy 4 fast d wonderful 5 polite e rude 6 quiet £ slow PRONUNCIATION 3 @ESD Many words in English have long vowel sounds. These are underlined in 1-5 below. Choose the word in each group that has a different vowel sound. Listen and check your answers. 1 /ay/ (card: parking, staf, fast, shabby 2 /x/ (sit dirty, pillow, syename, fyriture 3 /i/ (please): clean, weather, deal, sleep 4 /2/ fork: noisy, talk, board, flaar 5 /1w/ (1oom): vigw, pool, rude, towel 4 QDEZD Usten to a guest complaining and choose the correct option. 1 The guests in room 2 306 b 316 340 2 Whats he unhappy about? 2 the disappointing view bb the noise from inside the hotel «the noise from outside the hotel 3 Why was the room noisy? 1 The window wasn't closed. b The airconditioning was old twas at the back of the hotel 4: The receptionist 2 is very helpful and friendly bb doesn't apologize forthe problem. offers an unsatisfactory solution 5 Inthe end, the quest 1 decides to use the air-conditioning. bb accepts the offer of an electric fan ‘© wants to move to another room. 5 Complete this response to the hotel guest's complaint in Exercise 4 with the correct preposition (about, at, fer, on, to, with). From: info@continental.com To:_talbot@tmail.us Dear Mr Talbot Thank you your email about your recent experience !___our hotel. We welcome feedback from our guests, lam sorry that your room was noisy and hot. | can Understand that its difficult to sleep over the sound of the sea. | talked to the reception manager ___your complaint and she tells me that you requested a room +a sea view and you didn’t close the window + night nor use the air-conditioning, ‘The reception staff offered to move you*__a room ”___ the back of the hotel at the time, which you refused. They also put a fan in your room. Tam also sorry to hear that you feel the member of staff who dealt "your complaint was unhelpful. ft is not representative of our team who usually receive ‘good feedback from guests. We try our best all our guests and I'm sorry that we didn’t meet your ‘expectations '°___ this occasion, | ‘Once again, | apologize for the inconvenience caused during your stay with us. hope you will come back s00n and give us an opportunity to restore your | confidence in our hotel1 Look at the quest feedback questionnaire from The Safari Resort Hotel. Wri in the correct place to continue what the guest wrote in the questionnaire (1-6). 2 The bathroom wasn't very clean and | had wet towels for a week b We waited for an hour for the bus to arrive cause we were told the wrong time. € They never said ‘good morning’ or smiled. One porter told me he was too busy to help me. d He didn’t even know the names of some of the. animals! @ | waited 45 minutes for a sandwich. When it came, it wasn't what | ordered £ The net around the bed had big hole in it | couldn't sleep all night The Safari Resort Hotel Good Average Poor Reception Checkin and check-out o oa Conciengesevices «=O OF @ Bellboy services o)6u0 [6U Courtesy of staff o.|6U0 [lw 1 Staff were generally unfriendly and sometimes rude. 2 The concierge didn't give us the right details for the excursions, Room Comfort a Equipment o 8B oa Cleanliness |) Maintenance o @ Room service o 060 lhl 3 The room was infested with mosquitoes. __ 4 The housekeepers were inefficient. 5 Room service was extremely slow. Excursions. Quality o ao @ Guides oo 6olw 6 The safari was overpriced. The jeeps are new but there is no guide. The driver only knew basic information, the comments (a-f) (oes 2 Listen to staff at the Safari Resort Hotel talking to the manager about the guest's feedback. Who is speaking? the concierge the excursion driver the housekeeper the reception manager the room service waiter rLanguage.com Speaker 1 Speaker 2 Speaker 3___ Speaker 4, Speaker $_ 3 What does the manager need to do to improve the guest experience? Match 1-6 and a-f 1 Hire 2 the excursions brochure. 2 Order the delays in room service. 3 Update can experienced nature guide. 4 Train dan email apologizing to the guest. S Reduce _@ staffin better customer service skills 6 Write fnew mosquito nets and cleaning products.