1 Where do you usually stay when you go on holiday?

Make a list of all the different types of

tourist accommodation you can think of.

RTA: I usually stay at my grandparents' house or at an aunt's house

2 Read the text and write the names of the types of accommodation under the pictures.
1barge
2cabins
3university
4 hostel
5 motel
6 guesthouse
7 native American teepee
8 yurt Mongol

3 Read the text again and choose the correct answer.

1 Hotels are accommodation at the
A budget end of the market. B high end of the market. C low end of the market.

2 Guesthouses and B&BS are different from hotels because they are generally run by
A families. B one person. C staff 24/7.

3 You can visit a timeshare

A all year round. B at a specific time each year. C only in the summer.

4 House swapping helps you to

A avoid boredom . B avoid cooking. C make friends.

5 Hostels appeal to
A couples . B families. C young people .

6 Campus accommodation is available for tourists to rent during

A the holidays and term time. B the holidays. C term time.

7 For comfortable and mobile campsite holidays try

A campervans. B tents. C tepees.

8 Which of these isn't a kind of boat?

A Barge B Yacht C Yurt
4 Listen to a man checking in at a hotel and complete his hotel registration form.

HOTEL INTERCONTINENTAL
PARIS
(1) Surname: Norris
First Name: Lee
(2) Address: 16 0rchard road
City: oxford Country: uk Postal Code: O-x-3-2-J-F
(3) Telephone: 01865362497 mobile: 07983560891
email: leenorris@yahoo.co.uk
(4) Type of room: [delete as appropriate]
single room double room single occupancy
shower D bath & shower double room with bath
(5) Type of board: full board half board B&B
(6) Arrival Date: 20 September Departure Date: 23 September Total:
nights: 3
I authorise the Paris InterContinental Hotel to charge 11~y credit card with the full alnounl
due.
C) Credit Card type: Signature: Room number

5 Work in pairs. Role play the conversation between the hotel receptionist and the customer
and complete the hotel registration form with your partner's information.

(1) Surname: Diaz

First Name: Laura
(2) Address: diag 48 # 17-13 san rafael
City: tunja Country: colombia Postal Code: 150001
(3) Telephone: mobile: 3183379230
email: lafedigue@gmail.com
(4) Type of room: [delete as appropriate]
single room double room single occupancy
shower D bath & shower double room with bath
(5) Type of board: full board half board B&B
(6) Arrival Date: 1/03/2019 Departure Date: 3/03/2019 Total: 160.00 nights 2
I authorise the Paris InterContinental Hotel to charge 11~y credit card with the full alnounl
due.
C) Credit Card type: visa Signature: Laura Diaz Room number 103

6 Read the text about accommodation services and facilities and complete the table.
The kind offacilities and services available to you on holiday varies greatly according to your choice of
accommodation.
Catered accommodation such as hotels, guest houses and B&Bs is generally categorised using a star system
which varies from country to country.
Generally one star tends to indicate budget accommodation, offering basic facilities such as en suite
bathrooms
and TVs in all the rooms and services such as breakfast, drinks and daily room cleaning by chambermaids.
Two stars may additionally offer guests bath towels, complimentary toiletries such as shower gel, a reading
light,
and a credit card payment facility.
Three star hotels often also provide a hairdryer and telephone in every room as well as internet access either
in
a public area or in the room, laundry and ironing services, and the hotel reception is staffed for around 14
hours
by bilingual staff, speaking English and the native language.
The reception of a four star hotel should be manned for up to 18 hours, have a refrigerated minibar or room
service
for drinks, and ana la carte restaurant. There would also probably be a lift and more comfortable furniture.
Finally five star luxury accommodation should offer a reception area staffed 24/7 by multilingual staff, a
doorman
to welcome guests, valet parking, a porter to take luggage to your room, and a safe in the room for valuables.
There are often gym and spa facilities available too.

. en suite complimentary Hairdryer and Reception manned reception area

bathroom, and toilytries such as telephone in every for up to 18 hours, manned 24/7 by
TVs in all the shower gel, a room as well as have a refrigerated multilingual staff, a
rooms and reading light, internet access minibar or room doorman
services such as And a credit card either in service for drinks, to welcome guests,
breakfast, drinks payment facility. a public area or in valet parking, a
and daily room the room, laundry and an a la carte porter to take
cleaning by and ironing restaurant. luggage to your
chambermaids services, and the room, and a safe in
hotel reception is the room for
staffed for around valuables.
14 hours There are often
by bilingual staff, gym and spa
speaking English facilities available
and the native too.
language.
7 Read the text again and label the pictures with the hotel facilities you see.
1. Amenities
2. Cmputers room
3. jacuzzi
4. Safe
5. Towel
6. Hairdryer
7. Gym
8. Minibar

8 Match the hotel staff with the service they provide.

1 chambermaid
2 doorman a welcoming guests
3 multilingual staff b restaurant
4 porter c luggage service
5 waiter
d reception
e cleaning rooms

9 8 Listen to the telephone conversation between a hotel guest and the receptionist. Put a
tick (.I) under 'G' for all the services the guest requests and under 'R' for all the services the
hotel receptionist says are available at the hotel.

SERVICE G R SPECIFIC INFORMATION ABOUT THE

SERVICE
a la carte restaurant X Open 12-2 lunchtime and 7-10 for dinner. You
need to book a table for dinner.
complementary x x
toiletries
en suit bathroom
hairdryer x x

Hotel reception x
staffed 24/7
Internet access
Ironing service
Room service X

Safe in the room x x

10 n 8 Listen again and write specific information about the service.

11 Work in pairs. Role play a conversation between a guest and a receptionist asking and
answering about different services. Take notes about the available services, then swap
roles. Use these expressions to help you.

Another thing ...

Can I help you with anything else?
I can't find the .. .
I'd like to book ... for 8 p.m.
I'm afraid we don't have ...
I'm calling from/about..
Is it possible for me to have ... ?
It/they should be ...
There are a few things missing ...
You need to book .. .

R. Good morning, how can I help?

G. I call from the hotel. I need to know about the laundry service.
A. Yes, ma'am, the service is available. the hours of 8 am to 12 pm
G. Thanks, I certainly can not find the cleaning implements, is it possible that I have some?
R. Yes, ma'am, can I help with something else?
G. Yes, there are some things that are missing in the closet like the iron.
R. I'm afraid we do not have available at this time.
G. I would also like to know about the restaurant service to make a reservation for a table by
8 pm
R. Yes, ma'am, I will gladly reserve you.
G. Ok, thank you very much, see you later
R. have a good day

12 Now write a postcard to a family member or friend telling them about your hotel stay. Use
your notes about the facilities and services in exercise 11.
Dear - --------"
I'm staying at the Grand Palace Hotel and the services and facilities are excel/ent. For example, there is ...

I stayed at Casa Museo la Posada del Molino and the services and facilities are excellent. For
example, the restaurant has a balcony with a great view of the mountains where you can
appreciate how beautiful nature is.
I like this place, it's simple and comfortable. It also has an excellent restaurant service; the
staff is nice. I liked!

You should try this experience, think about it!

MY GLOSSARY

Barge: barcaza

on call: en llamada

bath towel: toalla de baño

on site: en el sitio

cab in: cabina

owner: propietario
campsite: cámping

porter: portero

chambermaid: camarera

safe: seguro

complimentary: Complementario
single occupancy: uso individual

doorman:  portero

}
studio apartment: Apartamento de estudio

en suite bathroom: Baño en suite

tent: tienda

family-run: administrado por una familia

term time: el período lectivo

Guest: huésped

Timeshare. Multipropiedad

gym and spa: gimnasio y spa

toiletries: artículos de aseo

house swap: intercambio de casa

valet parking: el señor que estaciona los autos

ironing: planchado

valuables: valores

laundry: lavandería
1 Match the following hotel staff positions with their main area of responsibility.
1 Room attendant
2 Concierge
3 Desk clerk
4 General Manager
5 Housekeeper
6 Hotel Porter

a Takes bookings and checks people in and out.

b Runs the hotel cleaning.
c Runs the hotel.
d Cleans rooms and bathrooms.
e Carries luggage to and from guests' rooms.
f. Assists guests by arranging tours and making bookings.

3 Read the text again and answer the questions.

Which hotel position...
1 deals with customer complaints? General Manager
2 is responsible for bookings and bills? Receptionist
3 is responsible for moving and setting up meeting equipment? Bellboy
4 needs good local knowledge? Concierge
5 orders linen, toiletry and cleaning supplies? Housekeeper
6 restocks the minibar? Chambermaid

4 Put the verbs and nouns together to make new phrases.

1 draw up
2 make
3 manage
4 run
5 set up
6 take

a bookings
b equipment
c errands
d rotas
e staff
f the beds

5 () 9 Listen to different members of hotel staff talking about their jobs. Decide which
position each
person holds.
Speaker 1 concierge
Speaker 2 desk clerk
Speaker 3 general manager
Speaker 4 hotel porter
Speaker 5 housekeeper
Speaker 6 room attention

6 Work with a partner and ask and answer questions to find out which role you are most
suitable for. Refer back to the text and use these prompts to help you.

Can you take reservations?

Yes, I can
Do you have a degree in hotel management?
Yes, I have a technologist
Are you organized?
Yes, I am very organized
Do you understand English?
yes, I do it a little

7 Report back to the class what job you think is most suitable for your partner and why.
I think Xavier should be a concierge because he has a lot of local knowledge and he's ...

I think Laura should be a receptionist because she knows about reservations, guest
registration inside and outside the hotel, billing and the good information she can provide.

8 Read the four job descriptions and write the correct position in the space.
servicio al cliente

1. Room service attendant

2. Shuttle/ courtesy driver
3. Hotel maintenance personnel
4. Hotel security officer

9 Write the translation of the expressions below in your own language.

1 customer service servicio al cliente
2 interpersonal skills habilidades interpersonales
3 self-sufficiency autosuficiencia
4 good timekeeper buen cronometrador
5 entry-level post puestos de nivel de entrada
6 mínimum national wage salario mínimo nacional
7 clean driving licence permiso de conducir limpio
8 technical-level post puestos de nivel técnico
9 physically strenuous físicamente agotador
10 unsociable hours horas insociables

10 Choose one of the hotel Dear Mr / Mrs,

positions from the opposite
page and write a letter of
application. In your letter you
should:
• indicate which job you are
applying for;
• explain what qualifications
and experience you have;
• describe your relevant skills;
• explain why you want the job,
I am writing to apply for the job as a
receptionist, my qualifications are excellent,
I have experience of 6 years as a receptionist
I have worked in two hotel chains where I
have adapted to each of the projects
according to the intentionality they have
had; I have communication skills either by
phone or in person, I use English language
skills, basic administrative skills, listening
skills.
I want this job because I know that in this
hotel I can further expand my field of
knowledge as a receptionist, and with my
services I can collaborate in whatever is
needed.

Yours faithfully, katerine Reyes

11 Complete the job interview between a hotel manager and a room service attendant with
the missing information.

Hotel manager: OK, Tell me why you want the position of room service attendant.
Job candidate: 0) I'm a server at the Royal Hotel restaurant and I'd like some different hotel ex perience.

Hotel manager: I see, I suppose you realise that the hours are quite long and antisocial,
Job candidate: (2) Yes, that's not a problem for me. I prefer working at night.

Hotel manager: What skills do you think you could bring to this job?
Job candidate: (3) I'm organised and efficient and I work well on my own or as part of a team.

Hotel manager: What do you understand by 'customer care' in a hotel?

Job candidate: (4) it’s about being polite and making sure guests have everything they need.
Hotel manager: This is an entry-level post so it offers minimum wage with gradual increases,
Job candidate: (5) that’s fine. I want to make a career in the hotel business.

Hotel manager: I'll have to check your references, but if they are in order, you've got the job!
Job candidate: (6) thank you very much!

12 Work in pairs. Choose a position and role play a job interview. Don't forget to tell the
candidate if they got the job or not!

MY GLOSSARY

Budgetary: presupuestario

Carpentry: carpintería

Plumbing: plomería
Chambermaid: camarera

Porter: porter

Changeover: cambio
Rotas: rotas
Complaints: quejas

Shifts: turnos

customer care: atención al cliente

entry-level post: puesto de entrada

strenuous:   agotador

equipment: equipo

tip: propina

errands: diligencias
to liaise:  enlazar

gofer: Gofer

to patrol: patrullar

housekeeper: ama de casa

to restock: reponer

law-enforcement: cumplimiento de la ley

trespasser: intruso