Module 1 Hotel English

MODULE 1
HOTEL ENGLISH
Hotels are a whole different world. They’re a place where tourists, families and business
people go so they can rest at the end of a long day.
Hotels also offer fantastic job opportunities. But working in a hotel usually requires one
specific skill - spoken English.
Hotel visitors may not always know the local language where they are. They will probably
know English since it is a language spoken all over the world.
If people from France or Italy (or anywhere else) visit your hotel, you might not be able to
speak with them in their language. But there’s a good chance they will understand enough English in
order to communicate.
Still, the English spoken by hotel staff is not regular, everyday English.
Here are some things that make hotel English different.
THERE IS A LOT OF REPETITION
Working in a hotel means repeating several phrases many times. You might be repeating
certain phrases all day.
For example:
“I hope you enjoyed your stay. How will you be paying today?”
This is great news if you’re worried about saying something wrong when you first start out.
Just remember the correct phrases and you’ll be fine! You will learn more as you speak to more
people, and your English will grow naturally.
HOTEL ENGLISH IS POLITE AND FORMAL
Imagine a beautiful hotel lobby, where the receptionist at the desk greets you like this:
“Welcome to Skyway Hotel. How may I be of service with you?”
Now imagine the same situation, only the words spoken by the receptionist are:
“Hey there, how’s it going? You need something?”
It’s not quite the same, is it? Working in a hotel means using more polite language than you
would in your everyday life. It doesn’t matter if you’re speaking to an important businessman or a
tourist on vacation. Everybody visiting the hotel is treated with the same high level of respect and
formality.
REASONS FOR LEARNING HOTEL INDUSTRY ENGLISH
“Hospitality” refers to a larger industry that includes food service and accommodation. The
hotel industry is growing all over the world. More and more job seekers are turning to hotels and
tourism that’s because there are plenty of jobs and the pay is often great.
In the hotel industry, you get to work with fantastic people. Hotel staff are chosen for their
energetic and pleasant personalities. Also, you can meet people from all over the world. Best of all,
HOTEL ENGLISH (HoM 176)

Prepared by: GRAZIEL H. DORONILA, MBA-HRM 1
the hotel industry will always be around. No matter what’s going on with other industries, people
will always need hotels. People will always need places to rest when they’re not home.
MODULE 2
POLITE PHRASES
In hotel industry it has been told that “Guest is always right.” It does not make any sense
that in which department you work or what position you hold, if you are a hotelier then you have to
be very much formal and friendly. People from any department who talk to guest need to know
some basic polite expression techniques while they are talking. This politeness should come from his
behavior, gesture, posture and most importantly from the language he uses. Here are some basic
polite expressions that every hotelier needs to know and use.
Hospitality Phrases to Use Addressing Guests
The sweetest word in the guest’s vocabulary is his or her own NAME and it creates for the
guest self-importance and recognition. and when you are addressing the wife or husband, use the
surname e.g. “Mr. Tan, Mrs. Tan has already signed.”
If you do not know the guest’s name, address him or her as Sir or Madam and If you are
addressing children, address them as Young Man / Young Gentleman or Young Lady and always
refrain from using “KIDS” while addressing children
Hospitality Phrases to Use While Welcoming Guests
Welcoming the guests is one of the greatest techniques that makes the guest to feel
appreciated and makes the first interaction most appropriate. Welcoming the guest in an
appropriate way and use phrases such as “Welcome to Skyway Hotel, your second home in Bahir Dar
City”, or “Welcome to Skyway Hotel, your home away from home.” help to build good rapport with
the guest. The staff in the hotel should use the phrases to build up good relationship with the guests
from the start.
Asking guests on arrival “would you like to have a bottle of water or a glass of juice”, makes
guests feel special. If the guest feels unwelcomed in the hotel, they may prefer other places where
their presence is recognized on future visits.
Hospitality Phrases to Use While Guests Are Staying in Hotel
Use of thank you to the guests is also an important phrase that makes the guest feel happy
in the hotel. The services offered in the hotel are not for free but the customer pays in return. It is of
great essence to acknowledge that the guest would have preferred other places thus it is important
to make their money of worth. The staff in the hotel should always use the word “thank you” often
in every instance of service delivery.
It is always advised to ask guests “How are you today Sir/Madam” and you can use phrases
such as “it is my pleasure to serve you Sir/Madam”, “it is my pleasure to have you here Sir/Madam”
and “it is my pleasure attending to you Sir/Madam.” Such phrases help to make the guest feel happy
because they were welcomed with a good heart. The guests also feel that the hotel acknowledges
them and they are doing whatever it takes to make the guest comfortable.
The staff in the hotel should be aware of the impact of the greetings and the words they are
using. It is important to remain positive to the guest at all times. Despite the type of guest, the
phrases that the staff utters have an impact to the reputation of the hotel. Phrases such as, I hope

you are having a great day today, I am sorry, please, I regret, good morning Sir/Madam, you are
welcome, how can I assist you, build the trust of the guests.
Hospitality Phrases to Use While Guests Are Checking Out from The Hotel
Whenever any guest is checking out from the hotel always reply with a big smile and try to
say “Thank you so much for staying in Skyway Hotel, We’re looking forward to having you again as
our guest” and ask the guest who are checking out for a feedback and based on the feedback they
provide, you can always use hospitality phrases like “Please don’t mention it”, “It’s My pleasure.”
“You’re most welcome.” or “Glad to be of service to you.” If the guests point out an issue with their
stay in the hotel, don’t say Let me get my Manager but use “I sincerely apologize for not being able
to fix this issue, but please allow me to get assistance from my supervisor. He/she will be able to
resolve this right away. Will that be ok Sir/Madam”?
Thanking the guests is an important aspects and phrase that benefit building up the bond
with the guests. The staff in the hotel should make it a habit to thank the guest because it will always
boost a long-term relationship.
MODULE 3
GREETING AND BIDDING FAREWELL TO

GUEST/CUSTOMER
First impressions last a life time, or at least until the guests check out, so it is important to
make a good first impression. There are numerous expressions that can be used when first greeting
people.
Here are some phraseologies to use:
“Good Morning Sir/Madam welcome to Skyway Hotel”
Of course, after the greeting, the dialogue must be continued, and what is said then depends on
the situation. When interacting with hotel guests that continued interaction usually involves
determining what the guest wants or needs. A couple of standards that can be used in the hotel
industry are:
 How can I help you today Sir/Madam?
 How can I be of service to you Sir/Madam?
 How may I assist you Sir/Madam?
 May I assist you with anything Sir/Madam?
 What can I do for you today Sir/Madam?

SAMPLE DIALOGUE DURING CHECK-IN
Receptionist: Good Morning Sir, welcome to Skyway Hotel.

Guest: Good morning!
Receptionist: How can I be of service to you Sir?
Guest: My name is John Steven I have a reservation.
Receptionist: May I see your identification, please, sir?
Guest: Here you are.
Receptionist: Thanks you. Do you have a credit card, sir?
Guest: Of course. Will American Express do?
Receptionist: Yes Sir we do accept American Express.
Guest: Okay, here’s my card.
Receptionist: Sir, you're in room 507. It's a single queen-size bed, spacious, and nonsmoking. Is
that suitable for you Sir?
Guest: Sure, that sounds like what I want.
Receptionist: That's wonderful, sir. Now, here's your key. Our bellboy Carl, will assist you to your
room. Should you need anything, just dial 0.
Guest: Thank you very much.
Receptionist: You’re very much welcome Sir. Enjoy your stay in our Hotel!
SAMPLE DIALOGUE DURING CHECK-OUT
Guest: Good Morning! I am checking out. Here is my room key.

Receptionist: Thank you. Just a second Sir, I will just print out your receipt. Would you mind
to take a sit first and I will call you as soon as the receipt will be available.
Guest: Okay thank you.
After a few seconds…
Receptionist: Mr. Steven here is your receipt Sir.
Guest: Thank you.
Receptionist: If you don't mind me asking Sir, how did you enjoy your stay at Skyway Hotel?
Guest: My stay here was absolutely great!
Receptionist: Thank you so much for your compliment Sir. We are looking forward to have
you as our guest again. Have a nice day!
SAMPLE DIALOGUE IN WELCOMING CUSTOMER IN A RESTAURANT
Receptionist: Good evening! Welcome to Gustav Restaurant, how may I help you Sir?
Customer: Good evening, we do have a reservation under the name of Foster at 7:00 o’clock
for four people.
Receptionist: Yes, Mr. Foster, our waiter will be with you in just a moment.
Customer: We would like to begin with a cocktail while we are waiting. Would you tell the
waiter to please come and let us know when our table is ready?
Receptionist: I will let him know where you are Sir.
Customer: The garden tables look really nice. Could we be seated there, please?
Receptionist: I could seat you right away at an outside table if you would like Sir.
Customer: Thanks! We'll sit out there then. We will just order our drinks out there.
Waiter: Good evening everyone my name is Mekonnen, it is my pleasure to serve you
tonight. Here is our menu for your selection. Can I start you off with some cocktails while
you are looking over the menu?
Customer: Yes, why don't you bring us four glasses of Margarita to start with?
Waiter: Sure Sir, I'll get on that right away!
Customer: Thank you very much.

SAMPLE DIALOGUE IN BIDDING GOODBYE TO CUSTOMER AFTER A MEAL IN A RESTAURANT
Customer: Can you bring us the bill, please?

Waiter: Sure Sir, I'll go and get it for you.
3 minutes later: The waiter returns with the bill

Waiter: May I present to you your bill Sir?
Customer Thank you.
3 minutes later:
Customer: Could we pay, please?'
Waiter: How would you like to settle your bill Sir, cash or card?'
Customer: By card, please.
Waiter: May I have your card, please.
Customer: Here you are.
Waiter: Thank you Sir, I will get back to you for your receipt.
1 minute later:
Waiter: Excuse me Sir May I request if you could sign this, please.
Customer: Sure
Waiter: Thank you very much Sir. Here's your card and a copy of your receipt.'
Customer: Thank you.
Waiter: I hope you enjoyed your meal Sir.
Customer: Yes, we did. It was lovely.
Waiter: Thank you for your compliment Sir. We are looking forward for your next visit in our
restaurant. Enjoy the rest of the evening!
MODULE 4
NATO PHONETIC ALPHABET

NATO is an international organization which consists of the USA, Canada, Britain, and other
European countries, all of whom have agreed to support one another if they are attacked. NATO is
'North Atlantic Treaty Organization'.
The NATO phonetic alphabet, officially denoted as the International Radiotelephony Spelling
Alphabet and also known as the ICAO (International Civil Aviation Organization) phonetic alphabet.
The ICAO assigned code words to the letters of the English alphabet, so that critical combinations of
letters and number are most likely to be pronounced and understood by those who exchange voice
messages by radio or telephone, regardless of language differences or the quality of the
communication channel.
The 26 code words in the NATO phonetic alphabet are assigned to the 26 letters of the English
alphabet in alphabetical order as follows:
LETTER NATO PHONETIC ALPHABET

A Alpha
B Bravo
C Charlie
D Delta
E Echo
F Foxtrot

G Golf
H Hotel
I India
J Juliet
K Kilo
L Lima
M Mike
N November
O Oscar
P Papa
Q Quebec
R Romeo
S Sierra
T Tango
U Uniform
V Victor
W Whiskey
X X-ray
Y Yankee
Z Zebra
MODULE 5
DAYS AND TIME

Have you ever been on vacation and lost total track of time, forgetting not only the date, but
the day? That's a sign of people truly getting away from it all. Hopefully guests will be having such a
great time that they may on occasion ask a staff the day or date. Most of the time, however, the
guest may be just asking when specific restaurants or facilities open or close within the hotel
complex or some establishments in the city.
Days of the Week
 Monday
 Tuesday
 Wednesday
 Thursday
 Friday
 Saturday
 Sunday
Months of the Year
 January
 February
 March
 April
 May
 June
 July

 August
 September
 October
 November
 December
Seasons of the Year
 Winter
 Spring
 Summer
 Autumn (fall)
Other expressions used with time
 dawn
 sunrise
 morning
 breakfast
 noon
 midday
 lunch
 afternoon
 evening
 sunset
 night
 midnight
 morning shift
 day shift
 graveyard shift
When giving dates use ordinal numbers
First Second Third Fourth

st nd rd th
(1 ) (2 ) (3 ) (4 )
Fifth Sixth Seventh Eighth
th) th th th
(5 (6 ) (7 ) (8 )
Ninth Tenth Eleventh Twelfth
th th th th
(9 ) (10 ) (11 ) (12 )
Thirteenth Fourteenth Fifteenth Sixteenth
th th th th
(13 ) (14 ) (15 ) (16 )
Seventeenth Eighteenth Nineteenth Twentieth
th th th th
(17 ) (18 ) (19 ) (20 )
Twenty-first Twenty-second Twenty-third Twenty-forth
st nd rd th
(21 ) (22 ) (23 ) (24 )
Twenty-fifth Twenty-sixth Twenty-seventh Twenty-eighth
th th th th
(25 ) (26 ) (27 ) (28 )
Twenty-ninth Thirtieth Thirty-first
th th st
(29 ) (30 ) (31 )
Points to Remember
There are two ways to give time.
 You can tell the hour and minutes

 You can tell the minutes after the hour or before the next hour.
For example, 12:25 can be expressed as twelve-twenty-five or twenty-five after twelve.
11:40 can be expressed as eleven forty or twenty to twelve.
Fifteen minutes after the hour can be expressed as a quarter past or a quarter after.
Fifteen minutes before the hour can be expressed as a quarter to or a quarter till the hour.
Basic Phraseologies in Telling Days and Time
A
Guest: Could you tell me the time please?
Staff: It's twenty after two.
B
Guest: What's today's date?
Staff: It's March third.
C
Guest: What time is check out?
Staff: Check out is at 12:00 PM.
D
Staff: Good afternoon sir. How can I help you?
Guest: I would like to schedule a massage please.
Staff: Certainly, what day and time would you like that for?
Guest: Do you have time available on Friday morning? About 11:00.
Staff: Let me check for a moment Sir at the spa department if that time is still available.
After checking at the Spa…
Staff: Yes Sir, your preferred time is available could I have your name please?
Guest: It’s Howard Johnson, I’m in Room 500.
Staff: Okay Mr. Johnson, I have reserved you on Friday at 11:00 A.M.
Staff: You’re most welcome Sir, it’s my pleasure.
Talking about Routines
When people are talking about their daily or weekly routines they will be using time
expressions. Guests may sometimes ask hotel staff the general routine of the location they are
visiting (for example when do local shops usually open and close, or the months of high or low
season, or what time it gets dark and light outside, or the times that local people usually eat meals).
When talking about daily schedules and routines adverbs of frequency are used to indicate how
frequently you do things.
Basic Phraseologies in Telling about Routines
A
Guest: What time do the local shops usually open?
Staff: Sir, they usually open between 9:00 and 10:00.
Guest: Do they usually open at the same time on Saturdays and Sundays as well?
Staff: On Saturdays yes, but most of the shops are close every Sundays due to religious reason.
Guest: Ah okay, thank you for that information.
Staff: You’re most welcome Sir.
B
Guest: When do Habesha people usually eat dinner?
Staff: Sir, most people here eat dinner between 6:00PM and 7:00 PM.
Guest: Is lunch usually between noon and 1:00 PM? or between 1:00 PM and 2:00 PM?

Staff: The lunch Sir, is usually between 12:00 noon to 1:00 PM.
Guest: Thank you very much for that information.
Staff: It’s my pleasure serving you Sir.
C
Guest: How many times a week does the hotel clean the pool?
Staff: Sir, the pool is cleaned every day, sometimes twice a day, depending on the
circumstances.
Guest: What time are they usually cleaned?
Staff: Sir, usually early in the morning, before the guests wake up.
Practice with your partner on how to tell days and time and routine using the following situations:
1. The guest wants to know what time the Gym opens and closes.
2. A guest wants to know when the buffet breakfast closes.
3. The guest wants to know the time the bus leaves going to Addis Ababa.
4. The front desk staff wants to know the day and time the guest will be arriving in the hotel.
MODULE 6
TAKING PHONE CALL

There may be times when hotel staff may have to talk on the telephone with a guest. Some
staff may spend the majority of their day on the phone and other staff maybe only on rare occasions.
The reason for being on the phone will vary as well. Some staff may be booking rooms, some staff
may be taking orders for room service, and some staff may be taking a reservation for dinner at a
restaurant.
Most of the request made by guest over the telephone
 Can I have a room reservation?
 Can I book for a massage?
 Can I book for a dinner at the restaurant?
 Can I have a room service order?
Sample phraseologies between hotel staff and guest using telephone:
Front Desk
The phone rings…
Staff: Skyway Hotel Good Morning, this is Amlaku speaking how may I help you?
Guest: Good Morning, I’d like to make a reservation for 15 th until 20th of April. Is it available?
Staff: Let me check for a moment Ma’am if your preferred dates are available.
Staff: Ma’am your preferred dates are available. How many people is the reservation for?
Guest: There will be two of us.
Staff: Would you like a room with twin beds or double bed?
Guest: A double bed please.
Staff: Great! And would you prefer a room with a view of Lake Tana Ma’am?
Guest: If that type of room is available, I would love to have that view. What’s the rate for the
room?
Staff: Your room is two-hundred and fifty dollars per night Ma’am.
Guest: Okay I will get that room.
Staff: In what name will the reservation be listed under Ma’am?

Guest: Andrea Charlson please.
Staff: Okay Ma’am Andrea spells as Alpha-November-Delta-Roger-Echo-Alpha and Charlson
spells as Charlie-Hotel-Alpha-Roger-Lima-Sierra-Oscar-November
Guest: Yes you got it right.
Staff: May I have your contact number Ma’am?
Guest: Yes my telephone number is 1-235-8765.
Staff: Ma’am now I need your credit card number and the type of card to reserve the room for
you.
Guest: Yes I have VISA card and the number is 987654321.
Staff: And what is the name of the card holder Ma’am?
Guest: Andrea B. Charlson
Staff: Alright Miss Charlson, your reservation has been made on the 15 th until 20th of April for a
room with double bed and a lake view. Check-in is at 12:00 noon. If you have any other
questions, please do not hesitate to call us.
Guest: Thank you so much.
Staff: My pleasure Ma’am. We’ll see you on April, Miss Charlson. Have a nice day!
Restaurant
The phone rings…
Staff: Good evening, Truffles Restaurant this is Girmawit speaking how may I help you?
Guest: Yes, I would like to make a reservation for tomorrow night.
Staff: Okay Ma’am, at what time would you like to have a reservation?
Guest: At 7:30 in the evening please.
Staff: The reservation is for how many person Ma’am?
Guest: A table for four please.
Staff: Would you like to be in the garden area or inside the restaurant Ma’am?
Guest: I would prefer outside the garden please.
Staff: Okay Ma’am. Could I have your name please?
Guest: Gina Hanssen
Staff: Could you spell your last name for me Ma’am?
Guest: Sure, Hotel-Alpha-November-Sierra-Sierra-Echo-November
Staff: Okay Miss Hanssen, we have you booked for a garden dining for four persons at 7:30 in
the evening tomorrow. See you then.
Staff: You’re welcome, It’s my pleasure Ma’am.
Room Service
The phone rings…
Staff: Room Service Department Good evening how may I help you?
Guest: Can I order 1 French fries, 6 bottles of Hainekin, and 1 two-liter cold water please?
Staff: Sure Sir, may I have your room number please?
Guest: It's Room 505.
Staff: Okay Sir, may I repeat your order, you have ordered 1 french fries, 6 bottles of Hainekin
and 1 two-liter cold water. Did I get your order right Sir?
Guest: Yes you got it right.
Staff: Your order will be delivered after 15 minutes Sir.
Guest: Thank you.

Staff: You’re welcome Sir. Have a great night.
Kitchen
The phone rings…
Staff: Kitchen Department Good Morning!
Caller: May I speak to Chef Morrison please?
Staff: I am sorry Ma’am but Chef Morrison is currently not available. Can I take your message
please?
Caller: Yes, could you tell him that Julie Anderson called. Let him call me as soon as he arrive in
the hotel.
Staff: Could I have your number Ma’am?
Caller: Yes, it's 555- 6709.
Staff: Okay Ma’am I'll give Chef Morrison your message as soon as he arrives.
Caller: Thanks you very much.
Staff: You’re most welcome Ma’am. Have a great day.
Practice with your partner on how to communicate through telephone with the guest using the
following situations:
1. Guest called the Spa Department to book for a massage.
2. Guest called the Engineering and Maintenance Department to fix the leaking faucet in his
room.
3. Guest called the Housekeeping Department to request for additional blanket in his room.
4. Guest called the Front Office Department to send the bell man in his room for check-out.
MODULE 7
ASKING PERMISSION
Many times, hotel staff will find themselves in situations where they will have to take some
action that will affect the guest. In these cases, the staff should politely ask the guest for their
permission before taking any action. The guest may also ask permission to do something. It is only
polite to ask for their permission before doing so.
Sample dialogue between hotel staff and guest on asking permission:
PERMISSION BY GUEST:
Health and Leisure
Guest: May I borrow your pen.
Staff: Absolutely sir, here you go.
Bell Desk
Guest: Would it be a problem if I left my luggage here for a few minutes?
Staff: No problem at all, Sir. I’ll, keep an eye on it.
Front Desk
Guest: Would it be okay if I smoked in here?
Staff: I’m sorry Sir, but this is a no smoking area. If you would mind, I can direct you to one of
our smoking areas in the hotel.
Housekeeping
Guest: Would it be alright if we removed that ugly painting over the bed during our stay here?

Staff: I’m sure it would be ok, but let me check with management to be sure and I’ll get back to
you Ma’am.
PERMISSION BY STAFF:
Food and Beverage Staff
Staff: May I pour you more wine, Ma’am?
Guest: Sure.
Front Desk Staff
Staff: Is it okay if I make a copy of your passport Sir?
Guest: Sure, whatever you need.
Housekeeping Staff
Staff: Do you mind if I clean the room now, Sir?
Guest: Actually, would it be possible for you to come back in half an hour?
Staff: No problem Sir.
Kitchen Staff
Staff: Sir, is it okay if I use oranges instead of tangerines? We ran out of tangerines.
Guest: Well, if you must, you must. No problem.
Staff: Thank you so much for your understanding Sir.
Practice with your partner on how to ask permission from the guest or staff in a hotel using the
following situations:
1. Housekeeping staff ask permission to open the window in the guest room.
2. Waiter ask permission to pour additional coffee to guest’s cup.
3. Guest ask permission to take the newspaper from the lobby to read in his room.
4. Guest ask permission to smoke in a non-smoking restaurant.
MODULE 8
DEALING WITH GUEST REQUESTS

In order to get the most satisfaction (and their money’s worth from their stay) guests make
requests. Most of these requests will be reasonable, such as asking for more napkins in a restaurant
or having a burnt out light bulb replaced in their room. Some requests may be outrageous and
outside the normal service parameters of the hotel. In either case, the requests must to politely
listened to and professionally attended to.
Sample phraseologies between hotel staff and guest on dealing with requests:
Bell Service
Guest: Please be very careful with that bag, there are fragile items inside.
Staff: Not to worry sir, I’ll be extremely careful.
Engineering/maintenance staff
Guest: Is it possible to fix the drip in the sink. It keeps me awake at night.
Staff: I’ll take a look at it right away sir and I’ll get back to you for feedback.
Food and Beverage staff
Guest: Instead of jasmine tea, do you happen to have green tea?
Staff: I’m sorry Ma’am, but the jasmine tea is all we have at the moment.

Front Desk Staff
Guest: Could you fill out the form for me. I hurt my writing hand?
Staff: Sure Sir. First, how do you spell your family name please?
Housekeeping Staff
Guest: Is it possible to get another pillow. This one doesn’t smells good.
Staff: Of course ma’am, I’m very sorry. I’ll bring you a new one as soon as I finish up with the
room, if that’s okay?
Guest: That would be fine, thank you.
Kitchen Staff
Guest: Could I get fresh pineapples finely diced mixed in with the pancake batter?
Staff: Sure Sir, as you like.
Practice with your partner on how to deal with the following requests from the guest
1. Guest requests a light bulb be replaced.
2. Guest requests no sugar in their coffee.
3. Guest requests garlic bread toasted very brown.
4. Guest requests an ashtray in a non-smoking restaurant.
MODULE 9
PROBLEMS AND COMPLAINTS

There will be inevitable times when guests have a problem about something and will
complain about it. The kinds of problems and complaints that hotel employees are likely to
encounter are as varied as the guests themselves. Sometimes these complaints will be justified, such
as being brought the wrong order in a restaurant or not getting the kind of room that was booked or
being over charged for a service. Sometimes the complaints will be unreasonable or petty, such as a
guest demanding an upgraded room at no extra cost or becoming angry over a short delay. Whether
the problem or complaint is justified or not it must be handled with dispatch and professionalism.
Steps in Dealing with Problems or Complaints
STEP 1:
Hear Them Out – Listen intently with making mental notes, with a right body language – put on a
serious face, nod your head. (Take notes if the situation is very detailed and specific)
Empathize – Put yourself in the guest’s situation. No matter how insignificant the matter is to you, it
must be dealt with seriously.
Apologize – ask apology to the guest about the situation.

Take action – All problems have a solution – that’s the approach to use. Try and find the simplest
and clearest solution. If you are unable to do, inform your manager or supervisor.
Follow Through – after the problem has been resolved, go back to the guest to ensure that he is
satisfied. Even if the problem is being solved by someone else, you were the one who the problem
was brought to – follow through accordingly. Take personal responsibility of the issue.
STEP 2:
A log must be maintained detailing the situation.
STEP 3:

The entire Making It Right Procedure should be completed within 24 hours to ensure customer
satisfaction.
Basic Phraseologies in Dealing with Guest’s Problems or Complaints:
Bell Staff
Guest: Watch that suitcase! It’s new and you are scratching it.
Bell man: I’m sorry about that sir. It won’t happen again.
Guest: Well I should hope not.
Engineering/Maintenance Staff
Guest: Why is it taking so long to fix that air-conditioner?
Staff: I’m so sorry for the inconvenience it may cause you Sir. The air-conditioner needs a new
part and I have already called the warehouse and the part will be here in a minute. And it would
only take a couple of minutes to install it once it arrives and the air-conditioning will be up and
running.
Guest: Okay, please make it as fast as you could. Thank you.
Guest: This tea is sweetened and I specifically wanted unsweetened tea.
Staff: I’m sorry Ma’am. I’ll bring an unsweetened tea immediately. Please excuse the mistake.
Guest: No problem, things happen.
Staff: Here’s your tea Ma’am. Let me know if I can be of further assistance. Enjoy the rest of
your meal.
Guest: Thank you.
Front Desk Staff

Guest: When I first arrived I was assured that a bottle of Johnny Walker would always be in the
mini-bar. Well I’m here now and the bottle isn’t. What kind of hotel are you running here
anyway?
Staff: I sincerely apologize for the oversight sir. We have been exceedingly busy today because
of the convention. I’ll have a complimentary bottle delivered immediately. Please accept it with
our compliments.
Guest: Well, I should hope it would be complimentary. Thank you. Good bye.
Housekeeping Staff
Guest: We ran out of toilet paper. Is it possible to get more?
Staff: Of course, Ma’am. I’ll send more up immediately. Is there anything else you require?
Guest: Now that you mention it, could you also bring up a six pack of Heineken?
Staff: Yes, Ma’am I’ll call room service immediately and have them send some to your room.
Guest: That would be great, thanks.
Kitchen Staff
Guest: I requested the eggs hard boiled but these are soft boiled.
Staff: Sorry about that Sir, let me make you again your preferred cooking of eggs.
Front Desk Staff:
Guest: The guest next to my room are very noisy.
Staff: I am so sorry for the inconvenience Sir. Would you like me to transfer you to another
room?
Guest: Okay, please make it fast because I need to rest.
Staff: I will send the bell staff as soon as possible for your room transfer Sir. I am so sorry once
again and Thank you for your understanding.
Practice with your partner how to deal with the following problems and complaints from the
guest:

1. Guest complains about the fly in her soup.
2. Guest complains about non-functional television in his room.
3. Guest complains about poor cleaning quality of the room.
4. Guest complains about an overcooked steak
MODULE 10
GIVING AND RECEIVING COMPLIMENTS

Everyone likes to hear compliments. Compliments make people feel good about themselves
and we all need that at times. Hotel guests and staff are no exceptions.
Guests may give hotel staff compliments for the quality of their service, for their English
ability, for their appearance in a unique uniform, or for doing something a little extra for the guest. A
hotel staff may give a guest a compliment about how they look in a newly purchased outfit, or for
their patience when a problem arises, or for a beautiful new hair style after visiting a beauty parlor.
Basic Phraseologies used in Giving and Receiving Compliments
Bell Desk Staff

Guest: Your English is very good. You must study a lot.
Staff: Thank you sir. Yes, I study every chance I get.
Guest: That was fixed very quickly. You must be very good at your job.
Staff: Thank you Sir, it’s my pleasure serving you.
A.
Guest: What a lovely uniform, so colorful.
Staff: Thank you Ma’am. How kind of you to say so.
B.
Staff: Your patience regarding the delay is a true virtue sir. Many guests would have
complained.
Guest: I understand. it’s busy and hectic in here.
Front Desk Staff

Guest: I really appreciate all the extra work you did on helping us solve that problem. It truly
went above and beyond; my compliments to your work ethic.
Staff: Thank you sir, how kind of you to say so.
Housekeeping Staff
A.
Guest: The room is spotless. You do excellent work.
Staff: Thank you Ma’am. It is always my pleasure to serve you.
B.
Staff: You are so tidy sir. You make it very easy to clean your room.
Guest: Well, as my mother always said, ‘Cleanliness is next to Godliness’.
Kitchen Staff
Guest: My compliments to the chef. This linguine is superb.
Staff: Thank you Ma’am. I’ll appreciate any and all comments.
Practice with your partner how to give or receive compliment on the following situations:

1. Guest compliments the good service of the waiter staff.
2. Staff compliments about a nice suit of the guest.
3. Staff compliments the nice haircut of the guest.
4. Guest compliment the honesty of the housekeeping staff.
MODULE 11
OFFERING HELP AND ADVICE

HELP
As a hotelier, you will inevitably find yourself in a situation that requires you to offer help or
assistance to a guest. This situation may present itself as an absolute necessity or one of simply
polite behavior. In either case, knowing what to say in those situations will hold you in good stead
with the guests. At times, you will be in situations that you will offer your help and at other times
you may be asked to respond to a guest that has requested help.
Some Common Phrases Used in Offering, Asking and Responding for Help
When offering help
 Would you like some help?
 Can I give you a hand?
 Do you need any help?
 May I offer my assistance?
 Need any help?
When asking for help
 Could you give me a hand?
 Would you mind helping me out?
 Could you help me please?
 I need some assistance please.
When responding to help
 Of course Ma'am, what can I do for you?
 Of course Sir, how can I help?
 Of course Ma’am, what do you want me to do? I’d be happy to assist you.
 Yes sir, how can I assist you?
Basic Phraseologies in Offering, Asking and Responding for Help
Bell Desk Staff

A.
Staff: Excuse me Ma’am, can I help you with your luggage?
Guest: That would be great thanks.
B.
Guest: I don't understand what the taxi driver is trying to say. Could you translate for me?
Staff: Of course Sir, I'd be delighted to help.
Guest: Oh, thank you. I would really appreciate that.
A.

Staff: Would you like me to help you reset the safe combination?
Guest: Oh thank you! That would be great thanks.
B.
Guest: Could you set the thermostat to 27°.
Staff: Of course Sir, I’d be happy to.
Guest: Could you watch my child for a second while I go get her some ice cream?
Staff: Of course Ma’am, I’d be delighted to.
Front Desk Staff

A.
Staff: Could I hold you packages while you sign in?
Guest: Thanks! That would help a lot.
B.
Guest: Excuse me, can you help me?
Staff: Of course Ma'am, what can I do for you?
Guest: Someone just stole my phone just outside the hotel.
Staff: That’s terrible! Please have a seat for a while Ma’am and I’ll call the police for you.
Guest: Thank you! I appreciate your help.
Housekeeping Staff
Staff: Excuse me sir, but it looks like you need some help with those packages.
Guest: Sure, thank you very much.
Kitchen Staff
Guest: Could you assist me in operating this coffee dispenser?
Staff: My pleasure Ma’am. You have to press down in here.
Practice with your partner how to ask, give and respond for help in the following situations:
1. Help a guest to use an ATM machine.
2. Help a guest carry a handful of shopping bags.
3. Help an old guest fill-up a registration form.
4. Help a guest in moving the table in a restaurant.
ADVICE
Guests, many times being in foreign countries and unfamiliar cultures, may need some
advice or suggestions in certain situations. It is only natural that they would seek assistance from the
hotel staff. Giving sound advice and suggestions to a guest when needed can make the difference
between an okay vacation and a great one. There are several phraseologies that can be used when
asking for or giving advice and suggestions.
When asking for advice
What do you think I should do?
Do you have any ideas about what to do?
What would you suggest?
Can you think of anything that might help?
When giving advice

Sir, I think you are not feeling well. I would suggest you should see a doctor.
Have you considered the local markets Ma’am? Sometimes they have great deals.
Ma’am, I would suggest you take by taxi instead of going there by foot.
When responding to advice
That’s a good idea.
That might work. I hadn’t thought of that.
Maybe you’re right.
Thanks for the advice.
Thanks, I'll try that.
Basic Phraseologies in Asking, Giving and Responding to Advice
Bell Desk Staff

Guest: I can't seem to find any of the souvenirs I want at the mall. I can't go home empty
handed. Do you know where I could go?
Staff: Ma’am, have you considered shopping at the traditional open market. It has hundreds of
items to choose from and the prices are usually cheaper than in the mall.
Guest: Really? Oh Thanks, I'll try that.
Staff; You’re welcome Ma’am! Enjoy your shopping.
Guest: That food was really spicy and upset my stomach.
Staff: Sir, maybe you should get some medicine at a pharmacy.
Guest: That's a good idea. Thanks you.
Staff: You’re welcome Sir. Get well soon.
Front Desk Staff
Guest: That woman looks angry. Did I do something wrong?
Staff: Actually Sir I am sorry to tell you but that gesture you used is considered very rude in our
culture.
Guest: Oh I'm sorry, I didn't mean to offend anyone. What should I do in that situation?
Staff: Using this gesture instead is appropriate.
Guest: Thanks for the advice.
Staff: You’re most welcome Sir.
Housekeeping Staff
Guest: What do you think I should do, it’s too rainy to go to the beach.
Staff: Sir, I would suggest you try to go in our entertainment room. There are so much activity to
do there.
Kitchen Staff
Guest: I’m tired of eating foreign dishes. Do you have any suggestions for a traditional meal?
Staff: Sir, I would suggest our bestseller traditional meal which is Key Wot. It is a meat stew with
spicy sauce served with Injera – our staple food made of teff grain.
Guest: Okay let me try it.
Practice with your partner on how to ask, give and response to advice on the following situations:

1. A guest requests advice about how to appropriately greet locals.
2. A guest request advice about what souvenir is the best to buy.
3. A guest request advice on what medicine to take for headache.
5. A guest request advice on where to go for the best coffee in the city.
MODULE 12
ASKING AND GIVING DIRECTION

As happens in strange and new places, people get disoriented and may require help finding
their way, so guests may frequently ask you for directions. They may ask directions to a restaurant in
the hotel complex, the nearest restroom, or a nearby historical site. There are a multitude of
expressions that are used when asking for and giving directions.
Common Phrases in Asking or Giving Directions
Asking for directions
 Could you tell me how to get to the pool?
 How do I find Wude Coffee Shop?
 Pardon me, I'm lost, how do I get to the main lobby?
 Which way do I go to get to (…the hospital)?
Giving directions
 Take this passage way
 Go up/down the stairs
 On your right/left
 Turn right/left
 Take the elevator
 It's on the third floor
 Turn right/left at the corridor
 It’s about 50 meters
 It’s next to/across from/between/in front of
Points to Remember in giving directions:
Giving street directions is really very easy when you remember to follow these points. When giving
directions you are actually giving two sets of instructions.
In the first set- "Go to" - you are telling the listener what street to go to or how far to go.
In the second set- "Then"- you are telling the listener what to do when they get there. (turn
right/left, go straight, on the left, etc.)
Another good idea is to use easily identifiable landmarks street lights, stop signs, parks, tall building,
bus station, museum, cathedral, department store, etc.
Basic Phraseologies in Asking and Giving Directions
A
Guest: Could you tell me how to get to the Spa?
Staff: Sir, take this passageway 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.
B
Guest: How do I find the restaurant?
Staff: Sir, just follow the pathway to the left of the reception desk. The walkway will take you
directly to the restaurant.
C
Guest: How can I get to the swimming pool?
Staff: Sir, just go straight then when you arrive at the bar, turn left.
Practice with your partner on how to ask and give direction using the following situations:
1. The guest wants to get to the area where boats are located going to Lake Tana from Kuriftu
Resort and Spa.
2. The guest wants to go to the souvenir shops from Abay Mado
3. The guest wants to go to Georgis church from Abay Mado.
4. The guest wants to go to Checheho Cultural Restaurant from Georgis church.
MODULE 13
DESCRIBING SERVICES AND 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 clinic, tennis courts,
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. Questions that a guest might have are: does the hotel have
a particular facility, where it is located, when are its hours of operation, how much it costs, do the
facility staff speak English, etc.
Guests may also ask about facilities or places outside the hotel. Such places may be a
historical site to visit, a panoramic view, etc. The list could be endless. The more knowledgeable a
hotel staff is about the local facilities and points of interest; the better service they will be able to
give to the guests.
Below are lists of various facilities or activities that guest may inquire about:
At the Hotel
 Restaurants
 Gym or fitness center
 Café
 Spa and Sauna
 Swimming pool
 Conference room
 Business center
 Entertainment center
Outside the Hotel
 Shopping malls
 Souvenir shops
 Grocery stores
 Museum
 Island tour

 Parks
 Movie houses
 Restaurants
 Cafes
 Traditional houses
Basic Phraseologies in Describing Facilities
A.
Guest: We’re looking for the best restaurant for dinner?
Staff: Sir, may I know what kind of food are you interested in?
Guest: Since we are in Bahir Dar, we need the best traditional restaurant.
Staff: Checheho offers a variety of traditional dishes with cultural performances every night. I
suggest you should try there Sir.
Staff. Don’t mention Sir, it is my pleasure.
B.
Guest: I want to buy some food items. Can you suggest some grocery stores nearby?
Staff: There is one grocery store named 7-eleven at about 200 meter walk from the hotel Sir.
They offer a variety of food items that you can choose from.
Staff: Don’t mention it Sir, it is my pleasure to serve you.
Practice with your partner on how to describe facilities using the following information:
1. The best place to drink coffee in the city.
2. Panoramic view of the city.
3. Island tour in Lake Tana.
4. Cultural houses that performs cultural dances in the city.
MODULE 14
LETTERS AND FAXES
BUSINESS CORRESPONDENCE FOR HOSPITALITY INDUSTRY

STYLES IN WRITING BUSINESS LETTER
A. FULL BLOCK STYLE

ABC Company
1125 Lincol Street, Chicago Illinois Letter Head
Telephone No: +1 (432-543-678)
Fax No: +1 (432-543-679)
E-mail: abc@gmail.com
Reference: JBR/LSL/001
MR. MEKONNEN HAILU

General Manager
Skyway Hotel Inside address
Kebele 14, Bahir Dar, Amhara Region
Ethiopia, East Africa
March 11, 2019 Date
Dear Mr. Hailu, Salutation
Subject: Annual Conference
We are planning to hold our annual conference in Bahir Dar, Ethiopia in April and one of
our clients, Mr. Jess Tan recommended Skyway Hotel to us.
We would be grateful if you could send us a copy of your brochure, detail of

accommodation, and a current tariff.
We will require the facilities of the hotel from 15th of April until 25th and expect
approximately 150 delegates to attend.
We look forward to hearing from you.

Body of the letter
Yours Faithfully, Complimentary close
JENNY B. ROA
Personnel Manager Signature
B. BLOCK STYLE

ABC Company
1125 Lincol Street, Chicago Illinois
Telephone No: +1 (432-543-678)
Fax No: +1 (432-543-679)
March 11, 2019
MR. MEKONNEN HAILU

General Manager
Skyway Hotel
Dear Mr. Hailu,
We are planning to hold our annual conference in Bahir Dar, Ethiopia in April and one of
our clients, Mr. Jess Tan recommended Skyway Hotel to us.

We will require the facilities of the hotel from 15 th of April until 25thand expect
Yours Faithfully,
JENNY B. ROA
Personnel Manager
C. SEMI BLOCK STYLE

ABC Company
1125 Lincol Street, Chicago Illinois
Telephone No: +1 (432-543-678)
Fax No: +1 (432-543-679)
March 11, 2019
MR. MEKONNEN HAILU

General Manager
Skyway Hotel
Dear Mr. Hailu,
We are planning to hold our annual conference in Bahir Dar, Ethiopia in April and
one of our clients, Mr. Jess Tan recommended Skyway Hotel to us.

We will require the facilities of the hotel from 15 th of April until 25th and expect
Yours Faithfully,
JENNY B. ROA
Personnel Manager
PARTS OF THE BUSINESS LETTER
LETTER HEAD
Letter head usually consist of:
 Name of the company
 Address of the company
 Phone number
 Fax number
 Email and website address
 Logo of the company
REFERENCE LINE / NUMBER
The reference line usually the initial name of the person who sign/dictate and type the letter. If in

incoming letter there is a reference line, then in the reply there should also be a reference line of the
incoming letter and the reference line of the reply. Reference line is typed on the top left corner two
spaces under the letter head.
Example:
Ref: JBR/LSL/001
1. JBR is the initial of the person who sign the letter, Jenny B. Roa
LSL is the initial of the person who type the letter, Lindsay S. Lohan
001 shows the letter filing number
2. Your Ref: JBR/LSL/001 – reference incoming letter
Our Ref: RMN/AMR/021 – reference replying letter
INSIDE ADDRESS
The addressee consists of:
 Name, title in the company and name of company
 Location (street, building)
 City and post Code
 The name of the country
THE DATE OF THE LETTER
British Style: 11th March, 2019 11 March 2019
American Style: March 12th, 2019 March 11, 2019
SALUTATION if the letter is intended for a certain person of a company, such as: General Manager,
Personnel Manager, Marketing Manager
Dear Sir, Dear Madam
If the letter is intended for a person whose name is known:
Example: Dear Mr. Hailu
If the letter is intended for more than one person:
Example: Dear Mr. Tan and Mr. Lee
SUBJECT LINE
Subject line is type under salutation. The purpose is to make it easier for the readers to know the
content of the letter.
Example:
Subject: Annual conference
Or you can use “Re”
RE: Annual Conference
BODY OF THE LETTER

The body of the letter consist of:
 The opening
 The message of the letter
 Closing paragraph
COMPLIMENTARY CLOSE
Most common complimentary closes used are the following:
 Very Truly Yours,
 Yours Faithfully,
 Cordially Yours,
 Respectfully Yours,
 Sincerely Yours,
SIGNATURE
 Signature consist of: signature, complete name, and title of the person
 The name is typed four spaces after the complimentary close.
MISCELLANEOUS
CARBON COPY - If you want other person receive the same letter.
CC or CC:
Example:
CC: Department Head/Finance Department
POSTSCRIPT - The purpose is to highlight an important point.
Normally postscript is typed: P.S, PS., PS:
Example: P.S If you book within seven days, we can give you 10 percent discount.
WRITING AN E-MAIL
Guidelines for Writing E-mails
The style of an e-mail depends on the relationship between the writer and reader. When you send
an e-mail to someone you don’t know, a style similar to a formal letter is appropriate. E-mail to
colleagues and friends can be very informal and close to spoken English.
However, with both formal and informal e-mail you should:
 Always complete the subject
 Keep the message reasonably short
 Leave a line before new paragraphs
 Check the content for spelling and vocabulary mistakes
 Check that the receiver e-mail address if is correct
 Attach any document you want to send. It is good idea to attach them before you start
typing
 Avoid underlining words, it looks like a hyperlink to a website
 Avoid capital letters, it looks aggressive
TYPES OF HOTEL CORRESPONDENCE

A. LETTER OF ENQUIRY AND OFFER
LETTER OF ENQUIRY
1125 Lincoln Street, Chicago Illinois

Telephone No: +1 (432-543-678)
E-mail: lindalohan87@gmail.com
March 11, 2019
MR. MEKONNEN HAILU

General Manager
Skyway Hotel
Dear Mr. Hailu,
Subject: Room Enquiry
My family and I are planning to have a vacation in Bahir Dar, Amhara Region and one of
my friends referred your hotel to me.
Would you please send me your hotel brochure together with the hotel facilities and
tariffs?
Please also let me know what accommodation you have available from the 15 th of April
until 20th. We would like to have a family room for 4 persons. 2 adults and 2 children
aged 6 and 10 years old.
If the accommodations and your rates are satisfactory, I shall let you know our decision
Yours Faithfully,
LINDSAY S. LOHAN
OFFER LETTER

SKYWAY HOTEL
Telephone No: +251 756-8763
Fax No: +251 756-8764
E-mail address: skywayhotelbahirdar@gmail.com
March 12, 2019
Dear Ms. Lohan,
Subject: Offer Letter
Thank you for your letter of March 11 requesting information about our hotel. We are
pleased to enclose our latest brochure giving full particulars about rates, meals,
facilities, etc.
For the period of April 15th to 20th we can offer you family room on the second floor, with
1 double bed and a twin bed and with a beautiful view of Lake Tana. The price for one
double family room is $150 plus 25% service and tax.
We look forward to receiving you at our hotel.
Yours Sincerely,
MEKONNEN HAILU
General Manager
B. EVENT ARRANGEMENT LETTER

FACSIMILE TRANSMITTAL SHEET
To: ABC Company, Chicago, Illinois From: Skyway Hotel, Bahir Dar, Ethiopia
______________________________________________________________________________
ATTN: Miss Jenny B. Roa CC: Finance Department
______________________________________________________________________________
Fax/phone: +251 (756-8763)/ (756-8764) Date: March 12, 2019
______________________________________________________________________________
RE: Quotation letter TOTAL PAGE: 02 pages (incl. cover)
______________________________________________________________________________
IF YOU DO NOT RECEIVE ALL THE PAGES PLEASE CALL +251 (756-8763)
Dear Ms. Roa,
Warm greetings from Skyway Hotel, Bahir Dar!
In reference to our prior discussion, I have pleasure in outlining the following arrangements, which
we
have provisionally made on your behalf.
Name of group: ABC Company, Chicago, Illinois
Event: Annual Conference
Days/dates: April 15 – 21, 2019
Time: 9:00AM – 5:00PM
Venue: Tana Hall, 2nd Floor
Table-set up: Theatre style
Person guarantee: 150 Pax
EVENT ARRANGEMENTS:
- Standard meeting equipment; flower arrangement, whiteboard, screen, flipchart, microphones,
notepads, water, pencils.
- Coffee break arrangements: 2 coffee breaks in the morning at 9:00 am and in the afternoon at 3:00
pm; coffee & tea with 2 snacks each break will be served in the room.
- Lunch Buffet menu – Traditional foods at the restaurant at 2 nd floor
ESTIMATION COST:
-200 ETB NET / per person (rate is including meeting package per person per day, room rental, 2
coffee breaks, lunch Ethiopian buffet, standard meeting arrangement, other food and beverage
order and administration assistance will be charged in cash basis)
TERMS OF PAYMENT:
Full payment will be settled by cash or credit card

CANCELLATION:
- Cancellation in 1 week prior to the event will be free of charge.
- Cancellation 2 days before the event will be charge 50% of total amount.
- Cancellation on the day before the event will be fully charged
This is a draft proposal only for you and your supervisor to discuss further, when you are ready to
make this booking definite, then we will request you to sign for approval ASAP would be
appreciated.
We would appreciate any advice or other set up arrangements promptly for our immediate
preparation to make you function a successful one.
Thank you and we look forward to be of service to you and your distinguished guests.
Yours sincerely,
MEKONNEN HAILU
General Manager
Read and accepted by.
MS. JENNY B. ROA

Personnel Manager
ABC Company

C. RESERVATION AND CONFIRMATION LETTER
RESERVATION LETTER

Telephone No: +1 (432-543-678)
E-mail: claratan20@gmail.com
March 11, 2019
MR. MEKONNEN HAILU

General Manager
Skyway Hotel
Dear Mr. Hailu,
Subject: Room Reservation
Dear Mr. Hailu,
I would like to reserve one single room from 19th to 24th of April 2019. I will be arriving at
around 12:00 noon on the 19th.
I am looking forward to receive your confirmation.
Yours Faithfully,
CLARA B. TAN

CONFIRMATION LETTER
SKYWAY HOTEL
Fax No: +251 756-8764
March 12, 2019
Dear Ms. Tan,
Subject: Confirmation of Reservation
Thank you for your letter of 11th of March. We are very pleased that you have chosen
our hotel for you vacation in Bahir Dar on the 19th to 24th of April.
l would like to confirm your reservation for one single room with a rate of $26 plus 25%
charge for service and tax.
We look forward to receiving you at our hotel.
Yours Sincerely,
MEKONNEN HAILU
General Manager

D. LETTER OF CANCELLATION AND CHANGES
CANCELLATION LETTER
SKYWAY HOTEL
Fax No: +251 756-8764
March 12, 2019
Dear Ms. Tan,
Subject: Cancellation Letter
With reference to your recent letter requesting accommodation from 19th to 24th of April,
we regret that due to a heavy demand for this period we are unable to make a
reservation for you.
We sincerely hope that we will have the pleasure of making a booking for your future
visit to Bahir Dar.
Yours Sincerely,
MEKONNEN HAILU
General Manager

LETTER OF CHANGES
SKYWAY HOTEL
Fax No: +251 756-8764
March 12, 2019
Dear Ms. Tan,
RE: Change of reservation dates
With reference to your booking, I am confirming the change of your reservation dates
from originally 19th to 24th of April, 2019 to be changed to 20 th to 25th of April 2019. All
other remain unchanged.
If you have any queries regarding the confirmation, please do not hesitate to contact
me.
Yours Sincerely,
MEKONNEN HAILU
General Manager

E. LETTER OF COMPLAINT AND REPLY
LETTER OF COMPLAINT

Telephone No: +1 (432-543-678)
E-mail: claratan20@gmail.com
March 11, 2019
MR. MEKONNEN HAILU

General Manager
Skyway Hotel
Dear Mr. Hailu,
Subject: Letter of Complaint
Dear Mr. Hailu,
I’m writing to complain about the rude attitude of your front desk staff when I requested
for a Johnny Walker in my mini-bar. Upon reservation, I am assured that a mini-bar will
always be stocked with a bottle of Johnny Walker during my stay.
I am very disappointed with the attitude your staff have showed me.
I often checked-in in your hotel whenever I am in Bahir Dar. But if I have not received a
satisfactory reply to this letter, I have to take another hotel for my next visit in Bahir Dar.
Truly Yours,
CLARA B. TAN

REPLY FOR THE LETTER OF COMPLAINT
SKYWAY HOTEL
Fax No: +251 756-8764
March 12, 2019
Dear Ms. Tan,
RE: Complaint on rude attitude of Front Desk Staff
We were very sorry to hear that you were unhappy with your latest experience in our
hotel. We always try to make all our guests feel welcome and provide a quality service
at all times.
We have spoken to the staff involved and it seems that we were fully booked at the time
you stayed. In addition, a number of our staffs were not on duty during that day because
of the local holiday. We also take note of the fact that we need to improve our services.
We sincerely apologize for any inconvenience that it has caused you.
We would like to offer you a bottle of Johnny Walker at no charge in compensation on

your next stay in our hotel.
We are looking forward for your future visit in our hotel. Thank you and once again, our
apology.
Yours Sincerely,
MEKONNEN HAILU
General Manager

PERSONAL LETTERS
A. APPLICATION LETTER or COVER LETTER
Sheila Jackson
Kebele 11, Abay Mado, Bahir Dar, Amhara Region, Ethiopia
Mobile: +251 987-546-987
E-mail: shielajackson@gmail.com
March 11, 2019

MR. MEKONNEN HAILU
General Manager
Skyway Hotel
Dear Mr. Hailu,
I am responding to the advertisement I saw on the newspaper for available hotel jobs at
the Skyway Hotel. I have two years of experience working at the front desk at Best
Western and understand how a hotel works. I am a graduate of Bachelor of Science in
Hotel Management at Federal TVET Institute, Bahir Dar Satellite Campus.
In my current hotel job, I greet all guests as they enter the lobby and as they leave. I
take reservations over the telephone and the computer and collect room fees. I
complete guest room calls for maintenance needs and room service and I’m the front
line person when guests have a complaint or request.
Whenever a guest has an issue, I first try to solve it myself but if I cannot, I seek the
assistance of my supervisor. My goal is to keep all guests happy and comfortable. I
have excellent customer service skills and great interpersonal and verbal skills, all
important when working in service industries.
I believe that Skyway Hotel would be making a good choice by hiring me for a hotel job.
I have experience and a good understanding of guest relations.
Attached herewith is my resume for your reference. I hope to hear from you soon and
schedule an interview at your most convenient time
Sincerely,
Sheila Jackson

CV vs. Resume: The Difference and When to Use Which
CV:
A CV (Curriculum Vitæ, which means course of life in Latin) is an in-depth document that can be laid
out over two or more pages and it contains a high level of detail about your achievements, a great
deal more than just a career biography. The CV covers your education as well as any other
accomplishments like publications, awards, honors etc.
The document tends to be organized chronologically and should make it easy to get an overview of
an individual’s full working career. A CV is static and doesn’t change for different positions, the
difference would be in the cover letter.
Resume:
A resume, or résumé, is a concise document typically not longer than one page as the intended the
reader will not dwell on your document for very long. The goal of a resume is to make an individual
stand out from the competition.
The job seeker should adapt the resume to every position they apply for. It is in the applicant’s
interest to change the resume from one job application to another and to tailor it to the needs of
the specific post. A resume doesn’t have to be ordered chronologically, doesn’t have to cover your
whole career like and is a highly customizable document.
Differences:
As stated, three major differences between CVs and resumes are the length, the purpose and the
layout. A resume is a brief summary of your skills and experience over one or two pages, a CV is
more detailed and can stretch well beyond two pages. The resume will be tailored to each position
whereas the CV will stay put and any changes will be in the cover letter.
A CV has a clear chronological order listing the whole career of the individual whereas a resume’s
information can be shuffled around to best suit the applicant. I would say the main difference
between a resume and a CV is that a CV is intended to be a full record of your career history and a
resume is a brief, targeted list of skills and achievements.
In short;
CV – long, covers your entire career, static
Resume – short, no particular format rule, highly customizable
Usage around the world:
A resume is the preferred application document in the US and Canada. Americans and Canadians
would only use a CV when applying for a job abroad or if searching for an academic or research
oriented position.
In the UK, Ireland and New Zealand, a CV is used in all contexts and resumes aren’t used at all.

In Australia, India and South Africa, the terms resume and CV are used interchangeably. The term
resume is used more for jobs in the private sector and CV is more commonplace when applying for
public service positions.
CV SAMPLE
Sheila Jackson
Mobile: +251 987-546-987
Summary
Friendly and courteous Hotel Front Desk Clerk seeks employment with an upscale hotel.
Personable and approachable; enjoys meeting and talking with different people.
Reliable motivated and willing to go the extra mile to increase guest satisfaction and
comfort. Talented in quickly processing hotel reservations and check-in and check-out
procedures.
Core Competencies
 Account management
 Positive interpersonal skills
 Currency rates
 Wake-up calls
 Housekeeping schedules
 Policies and procedures
 Reservations
 Quality assurance
 Handling customer problems and complaints
 Microsoft Office
Experience
Hotel Front Desk Clerk May 2018 – Present

Golden International Hotel Bahir Dar, Amhara
 Maintain an inventory of vacancies reservations and room assignments
 Register arriving guests and assign rooms
 Answer inquiries regarding hotel services and registration by letter, by telephone
and in person provide information about services available in the community and
respond to guest complaints
 Compile and check daily record sheets guest accounts receipts and vouchers
using computerized systems

Hotel Front Desk Clerk March 2016 – April
2018
Lake View Hotel Bahir Dar, Amhara
 Confirmed reservation in system and reviewed all noted information

 Promoted positive guest relations to all individuals approaching the Front Desk
 Liaised with vendors to resolve issues with Internet phone and in-room movies
 Coordinated sale and planning for wedding parties and events
 Maximized revenues partnering with regional manager to forecast rates based
on market trends
 Anticipated guest needs responded promptly and acknowledged all guest
concerns
 Provided gracious and efficient telephone service
Hotel Front Desk Clerk January 2013 – February

2018
Jade Grand Resort Bahir Dar, Amhara
 Streamlined effective operations as swing manager coordinating personnel
scheduling and developments with guest reservations and large-scale bookings
 Initiated courtesy call after check-in to ensure guest is satisfied with
accommodations
 Oversaw guest registration reservations and other clerical duties with a focus in
quality and courtesy
 Solid experience in accounting functions such as account Payable/Receivable
and auditing
 Improved property management functionality by submitting key change requests
Education
Bachelor of Science in Hotel Management

Federal TVET Institute Satellite Campus
Bahir Dar, Amhara Region, Ethiopia
Certificate in Food Preparation

Bahir Dar Polytechnic College
Bahir Dar, Amhara Region, Ethiopia
Certifications
National Certificate in Front Office Services Level III

National Certificate in Hotel Operation Level II
National Certificate in Hotel Operation Level I
Honors and Awards
Employee of the Year

Golden International Hotel, Bahir Dar
August 2018
With High Honors

Federal TVET Institute Satellite Campus
October 2018 – June 2021
With High Honors

Bahir Dar High School
July 2012

RESUME SAMPLE
Sheila Jackson
Mobile: +251 987-546-987
Objective:
Seeking a position of Hotel Receptionist with a quality company in which to use my skills
to help improve the business as a whole and to enhance my career in this field.
Summary of Skills:
 Ability to greet and welcome all guests coming into the hotel.
 Ability to monitor the phones, schedule services and answer questions.
 Proficiency in operating a multi-line phone system.
 Skilled at answering phones, greeting visitors, handling conference hotel room
coordination.
 Outstanding communication and customer service skills.
Work Experience:
Hotel Receptionist, August 2005 - Present
Destination Hotels & Resorts, Bahir Dar
 Monitored all client emails and the email inquiries from the guest.
 Managed the reservation system for the hotel.
 Administered the online Web Booking system and allocated the rooms
accordingly.
 Greeted all the guests and visitors in the reception area.
 Handled the guest check in and check outs.
Hotel Receptionist, May 2000 - July 2005
The Peabody Hotel, Bahir Dar
 Maintained regular interactions with the hotel staff and guests.
 Coordinated with the staff to cater to the special needs of the guests.
 Ensured that quality services are maintained for the guest.
Education

Federal TVET Institute Satellite Campus, Bahir Dar
June 2021
RESIGNATION LETTER
Sheila Jackson
Mobile: +251 987-546-987
March 11, 2019
MR. MEKONNEN HAILU

General Manager
Skyway Hotel
Dear Mr. Hailu,
I am writing to provide you with my formal notice of resignation from your hotel. My last
day will be on March 25, 2019, two weeks from today.
This was not an easy decision to make, and I appreciate your support over the course of
my employment at Skyway Hotel. I truly value the experience, training, and knowledge I
gained over the past 5 years. It has been a pleasure working with you and the team.
Please let me know how I can help during this transition. I wish you all the best as the
company continues to grow.
Sincerely,
Shiela Jackson

RECOMMENDATION LETTER
LAKESIDE HOTEL
Mobile: +251 987-546-987
E-mail: lakeside@gmail.com
March 11, 2019

MR. MEKONNEN HAILU
General Manager
Skyway Hotel
Dear Mr Hailu,
I am writing to recommend Abebech Haile. She worked with me at Lakeside Hotel as a

Receptionist and reported to me in my position as Front Office Manager.
As an employee, Abebech was always reliable and resourceful. During her time in my
team, she managed to deal with different types of guests and she was a great problem
solver. And she was even awarded as one of the best employees in our hotel.
Abebech is a delight to work with – a team player with a positive, can-do attitude all the
way. I wouldn’t hesitate to hire her again if the opportunity arose.
Should you have any further questions, please feel free to reach me.
Truly Yours,
Serkalem Abebe
Front Office Manager

MODULE 15
JOB INTERVIEW
COMMON HOTEL INTERVIEW QUESTIONS (AND HOW TO ANSWER THEM)

Going for an interview at a hotel? Along with dressing smart, you need to prepare for the questions
your interviewer will ask. Here are the most common hotel interview questions (and example
answers).
TELL ME ABOUT YOURSELF?
This is one of the most frequently asked questions in an interview. Begin by talking about past
experiences and proven success. Next, mention your strengths and abilities. And conclude with a
statement about your current situation.
Example Answer: I enjoy dealing and interacting with people especially in hospitality industry. I have
work for three years as a receptionist and deal with different types of guests with different
personalities. I have successfully dealt with different problems and complaints of the guests. My
strength is when I commit to do something, I make sure it gets done, and on time. Front office job
always excites and challenge me and that is why I am very much excited with this position.
WHY WERE YOU INTERESTED IN THIS JOB ROLE?
This is a common hotel interview question because the interviewer will want to know why you
applied. Most importantly, the interviewer will be looking for staff who are interested in working
there for the long term. Managers want hotel staff who want to grow with the company.
Have an answer prepared because this is a popular question and it can show your interviewer you
have a serious interest in the job.
Example Answer: Since leaving school, I've been interested in working in a hotel so I was really
interested when I saw this vacancy. As you've seen from my CV, I've held other types of front-of-
house jobs and I believe I have the experience and skills to put myself forward for this job.
WHAT DO YOU THINK THE ROLES AND RESPONSIBILITIES OF THIS JOB ARE?
The interviewer will want to see if you've read the job advert properly and not just applied because
you were interested by the salary. Before the interview, read over the job advert. It's a good idea to
try and remember what they're looking for because you can use it to create example answers and
show you're a great candidate.

Example Answer: As a hotel receptionist, I expect the job responsibilities to include: helping guests
check in and out, I will be answering the phones and helping guests with any queries or problems
they have. As it's a front-of-house position, the receptionist is the first-point-of-contact for anyone
visiting the hotel so they need to be at their best at all times.
DO YOU HAVE ANY EXPERIENCE WORKING IN A HOTEL?
Working in a hotel is demanding work and you're also interacting with guests. Hotel managers want
employees who have the skills and experience to work in a hotel. If you have any prior experience,
talk about it in your interview, tell them what roles you've worked in and how long you were there
for.
If you don't have any work experience in a hotel, refer to examples where you've worked front-of-
house in other establishments (like a shop, cinema, restaurant, etc). Refer to any jobs where you've
had to work with customers.
Example Answer: I have never worked in a hotel before but I worked as a waitress for two years at a
restaurant in the middle of town. It was very busy and because it was 4 star, we had to be dressed
smartly and provide a high quality service at all times. From this experience, I believe I am
accustomed to working front-of-house and working with customers. As I am used to dealing with
unhappy customers, I know how to stay professional and help fix a customer's problem.
WHY DO YOU WANT TO WORK AT THIS HOTEL?
Your interviewer will want to know why you've expressed interest in working with them. Is it
because they're a world renowned hotel chain? Do you like how it's an independent hotel and has its
own personal charm? Before you go to the interview, make sure you have an answer prepared for
this question, it's a very common question.
Example Answer: Hilton is a world renowned brand I was really interested in applying for the
vacancy. I have stayed at the Hilton hotel in Addis Ababa a few times and I've always enjoyed my
stay, I appreciate the high quality service it offers.
DESCRIBE A TIME YOU HAD TO DEAL WITH AN UNHAPPY CUSTOMER.
Just like in restaurants, hotels also get unhappy customers, some worse than others. In a hotel, hotel
staff are responsible for fixing customer problems but it's also important they do so professionally.
Thanks to TripAdvisor and other review sites, it's easy for customers to review a hotel and you don't
want to be named and shamed.
If you haven't worked in a hotel before, that's fine, refer to another time you had an unhappy
customer. As this is one of the most popular hotel interview questions, have an answer prepared.
Example Answer: When I used to work in a restaurant, there was a time where a customer was
unhappy with the steak he had ordered. He was unhappy with how it had been cooked and when he
called me over, he acted like it was my fault. I remained calm and listened to what he had to say,
then I offered him some solutions, I could take it back to the kitchen or give him an alternative meal.
He asked for me to take it back and I did, I asked the chef to cook another steak to the customer's
specifications and brought it out. The customer said he was happy with the changes and appreciated
I had gone to the extra effort.
HAVE YOU BEEN ON OUR HOTEL'S WEBSITE? WHAT DO YOU THINK?
More hotels are making an effort to create helpful websites. Hotel websites can be used to promote
the hotel and be used by customers to book rooms. They need to be flawless. Your interviewer will
likely use this question to see if you have made the effort to search for them online and spent time

navigating through the website. If you get this question, it's worthwhile to have a list of things you
liked and didn't like.
Example Answer: I really like how the hotel is presented on the website, the videos available
were great selling features and the FAQs have plenty of information. The only thing I would suggest
changing was the booking form. It looks a bit old and it is very long.
WHAT DOES EXCELLENT GUEST SERVICE MEAN TO YOU?
As hotel staff are constantly working with guests, it's important they provide excellent service at all
times.
Example Answer: To me, excellent guest service means showing guests that you're always available
to help with any problems and you greet people with a smile. It's all about going the extra mile for
guests.
WHERE DO YOU SEE YOURSELF IN FIVE YEARS?
Managers want staff who are looking to grow with the hotel and are interested in progressing
through the career ranks. If you show a real interest in developing a career in the hotel industry, you
can improve your chances of getting the job.
Example Answer: I'm interested in developing a career in hotel management. One day, I would like
to work in different hotels around the world in order to gain experiences in different countries.


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MODULE 1

HOTEL ENGLISH (HoM 176)

HOTEL ENGLISH (HoM 176)

GREETING AND BIDDING FAREWELL TO

HOTEL ENGLISH (HoM 176)

Receptionist: Good Morning Sir, welcome to Skyway Hotel.

Guest: Good Morning! I am checking out. Here is my room key.

HOTEL ENGLISH (HoM 176)

Customer: Can you bring us the bill, please?

3 minutes later: The waiter returns with the bill

NATO PHONETIC ALPHABET

LETTER NATO PHONETIC ALPHABET

HOTEL ENGLISH (HoM 176)

DAYS AND TIME

HOTEL ENGLISH (HoM 176)

First Second Third Fourth

HOTEL ENGLISH (HoM 176)

HOTEL ENGLISH (HoM 176)

TAKING PHONE CALL

HOTEL ENGLISH (HoM 176)

HOTEL ENGLISH (HoM 176)

HOTEL ENGLISH (HoM 176)

DEALING WITH GUEST REQUESTS

HOTEL ENGLISH (HoM 176)

PROBLEMS AND COMPLAINTS

Apologize – ask apology to the guest about the situation.

HOTEL ENGLISH (HoM 176)

Front Desk Staff

HOTEL ENGLISH (HoM 176)

GIVING AND RECEIVING COMPLIMENTS

Bell Desk Staff

Front Desk Staff

HOTEL ENGLISH (HoM 176)

OFFERING HELP AND ADVICE

Bell Desk Staff

HOTEL ENGLISH (HoM 176)

Front Desk Staff

When giving advice

HOTEL ENGLISH (HoM 176)

Bell Desk Staff

HOTEL ENGLISH (HoM 176)

ASKING AND GIVING DIRECTION

HOTEL ENGLISH (HoM 176)

DESCRIBING SERVICES AND FACILITIES

HOTEL ENGLISH (HoM 176)

LETTERS AND FAXES

BUSINESS CORRESPONDENCE FOR HOSPITALITY INDUSTRY

A. FULL BLOCK STYLE

HOTEL ENGLISH (HoM 176)

MR. MEKONNEN HAILU

March 11, 2019 Date

Dear Mr. Hailu, Salutation

Subject: Annual Conference

We would be grateful if you could send us a copy of your brochure, detail of

We look forward to hearing from you.

Yours Faithfully, Complimentary close

HOTEL ENGLISH (HoM 176)

March 11, 2019

MR. MEKONNEN HAILU

Dear Mr. Hailu,

Subject: Annual Conference

We would be grateful if you could send us a copy of your brochure, detail of

We look forward to hearing from you.

C. SEMI BLOCK STYLE