Learn English Perfect English For Hotel Hospitality Tourism

LESSON NOTES
Hospitality English for Hotels S1 #1

Checking in a Guest
CONTENTS
2 English
2 Vocabulary
3 Sample Sentences
3 Vocabulary Phrase Usage
4 Grammar
6 Cultural Insight
# 1
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ENGLISH
1. FRONT DESK: Good evening ma'am. May I have your first and last names?
2. GUEST: Melissa West.
3. FRONT DESK: Thank you ma'am. I have found your reservation. Here is the
registration information. Does everything look correct to you?
4. (guest reviews)
5. GUEST: Yes, it seems to be correct.
6. FRONT DESK: Excellent. Now I will just need a photo ID for legal purposes.
7. GUEST: Will my passport do?
8. FRONT DESK: That would be just fine, ma'am. Check out is between noon and
two o'clock. You may request an extension of up to five hours free of
charge.
9. GUEST: What if I need more time?
10. FRONT DESK: Then a late charge of 5% will be added to your bill.
VOCABULARY
V oc abular y English C lass
the reasons for which

purposes something is done, it exists,
or created
an object or concept used

extension to lengthen or prolong noun
something
ENGLI S HCLAS S 101.COM HOS PI T ALI T Y ENGLI S H FOR HOT ELS S 1 #1 - CHECKI NG I N A GUES T 2
an amount added to a final
late charge noun
sum for tardiness
added attached, increased participle
given name, used before a

first name family name in most noun
European cultures
last name surname; family name noun
card or printout with guest's

registration reservation information noun
legal allowed under the law adjective
document needed to leave

passport and re-enter a country noun
SAMPLE SENTENCES
"We need this information for legal "You'll need to file for an extension."
purposes."
"There will be a late charge." "A fee of 10% has been added to your
bill."
"May I have your first name, please?" "May I have your last name, please?"
"Here is your registration, sir." "It is legal to smoke in restaurants in this

country."
"Soon I'll have to renew my passport."
VOCABULARY PHRASE USAGE
"May I have your fir st and last names, please? "
The phrase "first name" refers to the name a person was given when they were born. In most
Western countries, this name comes before their family name. The family name almost
always comes last and is referred to as the "last name."
Many cultures put the given name last and the family name first, most notably, Chinese
culture. However, in English, the custom is for the given name to go first and the family name
to be last.
"legal pur poses"
"Legal purposes" is a phrase use when referring to reasons or motive that pertain to the law.
Most often, legal purposes is used when there is something that must be done but the
reasons for it are more complex than you can quickly or easily explain.
GRAMMAR
T he Focus of t his Lesson is Checking In a Guest
In this lesson, we're going to look at how to check a guest in. To be clear, "checking in" is the
act of registering that the guest has arrived and will stay at the hotel. Checking in happens
in a few stages.
First, the front desk agent greets the guest and asks for their name. Then the front desk agent
searches for the registration information. After the information is found, it is printed and
shown to the guest. If approved, they request some kind of identification.
This is usually a photo ID and each country uses a different kind. For Americans in the
United States, the state-issued driver's licenses are usually sufficient. However, when
checking in a guest that is from another country, the passport and visa information is
needed.
From their identification and further questions, the front desk agent will verify and extract the
following information as applicable. The information can include:
• Salutation
• Designation
• Company Name
• Home and/or business address
• City
• Country
• Postal code
• Telephone
• Email address
• Emergency Contact number/information
• Purpose of visit
From a passport or visa, the front desk should confirm and/or get the following information:
• Passport Number
• Nationality and country of residence
• Date of Birth
• Passport issue date and expiration date
• Place of Issue of Passport
• Visa number
• Visa issue date and expiry date
• Visa place of issue
• Type of visa
• Proposed duration of stay in the country
• Arrived from - proceeding to
Each hotel and country has different standards and regulations about what information the
guest must provide the hotel. Most hotels have specific standards of procedure regarding
this registration process. This phase of information gathering must be done quickly and all
front desk agents should be knowledgeable of their registration process.
After all the necessary information has been gathered and the guest has approved the
reservation, request that the guest sign the registration paper and return it to the front desk.
Then photocopy their passport and visa and attach it to the registration card. Increasingly,
many hotels are using mostly electronic registration systems. In these cases, the passport
and visa might be scanned directly into the computer.
Then, the guest is shown to their room.
CULTURAL INSIGHT
T he Impor t ance of Body Language in Small T alk
"Small talk" is a form of polite conversation about unimportant or uncontroversial topics

people talk together. Being a master of small talk is an important skill for any hotelier. The
first step is to have good body language. "Good body language" is when you are physically
open. For example, don't cross your arms. Also, turn your body toward the person, not just
your face. This will make your guests feel like you're giving them all of your attention.
Also, while you need to be open and give them your attention, be sure to not stand too close.
In general, Westerners prefer to keep a distance of about three feet between each other.
LESSON NOTES

Taking a Room Service Order
CONTENTS
2 English
2 Vocabulary
3 Sample Sentences
4 Grammar
5 Cultural Insight
# 2
ENGLISH
1. ROOM SERVICE: Good evening, in-room dining, this is Alex. How may I be of
service?
2. GUEST: Hello, I would like to order some food.
3. ROOM SERVICE: Of course ma'am. Just to confirm, this is Mrs. Rawson in room 417?
4. GUEST: Yes, it is.
5. ROOM SERVICE: Excellent. May I take your order?
6. GUEST: Yes, I would like a turkey sandwich on a Parmesan bagel.
7. ROOM SERVICE: And what to drink?
8. GUEST: A Diet Coke.
9. ROOM SERVICE: Will there be anything else?
10. GUEST: Yes. I'd also like a wake up call for 7.
VOCABULARY
service help, serving noun
dine to eat dinner verb
a service or activity
in-room provided or taking place in
a room
verify, validate the truth of

confirm something verb
ENGLI S HCLAS S 101.COM HOS PI T ALI T Y ENGLI S H FOR HOT ELS S 1 #2 - T AKI NG A ROOM S ERVI CE ORDER 2
to request something from a
to order verb
business
that which excels the others;

excellent extremely good adjective
complimentary included, free adjective
a hard, dry cheese used in

Parmesan many Italian recipes noun
phone call that wakes

wake up call someone up phrase
expressing probability or
may permission modal
SAMPLE SENTENCES
"How may I be of service?" "We will be dining in our room tonight."
"Is there an in-room microwave?" "May I confirm your reservation?"
"All of us ordered the same at the "We ordered some supplies for the new
restaurant." office."
"He ordered the steak and I ordered the "His test results were excellent."
chicken."
"Is the bar of soap complimentary?" "Parmesan cheese is my favorite."
"I would like a wake-up call at 7.30 AM." "She was old and nearing retirement, but
she was a great teacher."
"in-r oom"
"In-room" is a phrase that refers to a service or activity that is provided or takes place in a
hotel room. This phrase is interesting because you won't find it in many dictionaries or
thesauruses. It's jargon. Jargon is any term that is used in a specific industry or discipline
with a specific meaning. The hotel industry has many unique jargon terms and you'll learn
many of them in this series.
"May I t ake your or der ? "
The phrase "May I take your order?" is a polite phrase used in restaurants, hotels and bars. In
some cases, you may hear "Can I take your order?" which shouldn't be used in professional
situations as it is grammatically incorrect. Many native English speakers use "can" this way
but it is incorrect. You should always say, "May I take your order, please?"
GRAMMAR
T he Focus of t his Lesson is How t o T ake a Room Ser vice Or der
Taking a room service order can be broken up into three phases. The fir st phase is to meet
the caller or guest in a polite way. Most hotels stipulate that all phone calls be answered
within the first three rings. After you answer the phone you immediately identify your
department and introduce yourself by name.
For example:
1. "Good morning, in-room dining. This is Braden. May I assist you?"
Always be sure to be polite and positive while you're on the phone. It's a good idea to smile
while you're on the phone as that affects your voice and makes you sound happier.
In the second phase, you should ask the guest for their name and room number. Most
hotels in large cities will have some kind of digital telephone system that will display the
guests name and room number. However, you should still ask in order to confirm that you
are talking to that particular guest.
Next, use the phrase we learned before in our vocabulary and phrases section:
1. "May I take your order?
In the t hir d phase, be sure to listen carefully to the order being placed. Write down the order
clearly in the order book or in the digital ordering system that your hotel uses.
After you have taken their order, reconfirm it and give the guest an estimate for when they
can expect their order to be delivered to their room.
An important tip here is to only disconnect the line or hang up after the guest has
disconnected on their side first.
There are two things you should keep in mind during one of these calls:
1. Understand and know the menu thoroughly. This helps make the call smoother and
easier for guest.
2. Use suggestive selling. This is a technique you'll learn more about in later lessons,
but the basic idea is that you offer or suggest other menu items to the guest
depending on what they order. An example of suggestive selling is when the guest
orders only a main dish. You could suggest that they also order an appetiz er or a
dessert by saying: "Will you be having any dessert?"
CULTURAL INSIGHT
Fr iendly Gr eet ings and Small T alk
One of the important things about small talk is that you need to act. People who are good at
small talk initiate the talking, usually by giving a friendly greeting. When you're talking to a
hotel guest, it can sometimes be easier because you should already know their name. A
friendly greeting would be something like this:
1. "Hello, Mrs. Smith. I hope you're having a lovely day."
This is a direct greeting and it's simple. There are no questions they need to answer, just a
nice friendly greeting.
If you didn't have time to learn the guest's name, you can ask them now by saying
something like:
1. "Hi! I'm Mike! What's your name?"
LESSON NOTES
Hospitality English for Hotels S1
#3
Directing Guests to a
Destination
CONTENTS
2 English
2 Vocabulary
3 Sample Sentences
4 Grammar
6 Cultural Insight
# 3
ENGLISH
1. GUEST: Excuse me, where do I find the exercise gym?
2. MAID: Our fitness center is located on the second floor.
3. GUEST: Could you tell me how to get there?
4. MAID: Certainly! When you get off the elevator, turn left and then take
your first right.
5. GUEST: I'm horrible with directions. Could you take me there?
6. MAID: Certainly!
7. (after arriving at the gym)
8. MAID: Here we are, sir, the fitness center.
9. GUEST: Thank you very much!
10. MAID: Also, sir, be aware that the fitness center closes in forty five
minutes. We clean it every Thursday to be ready for the weekend.
VOCABULARY
Vocabulary English Class
something done in order to

exercise (American) practice or train noun
gymnasium, place where

gym physical exercise takes noun
place
horrible very bad and upsetting adjective
ENGLISHCLASS101.COM HOSPITALITY ENGLISH FOR HOTELS S1 #3 - DIRECTING GUESTS TO A DESTINATION 2

movable platform used for
elevator transportation among
floors of a building.
instructions, information
directions that guides someone to an
end point
fitness health noun
properly correctly, satisfactorily
the end of a week, Saturday

weekend to Sunday noun
Certainly! Yes!, Sure!
SAMPLE SENTENCES
"His exercise routine lasts for two hours." "She exercises so that she will be fit for
the next competition."
"Have you ever been to the gym?" "The earthquake made a horrible mess
of the city."
"She made a horrible mistake." "Please hold the elevator!"
"Could you give me directions to the "Fitness is very important to me."

bank?"
"I would like to properly thank you." "I hope to have a very relaxing weekend."

"I have to finish my extra work at home "Certainly! I'd love to help you."
this weekend."
"fitness center"
The phrase "fitness center" is used to describe a place that has exercise equipment. Many
hotel guests enjoy exercising while they're on their trip. Fitness centers are also commonly
referred to as "gyms" which is short for gymnasium.
Fitness center has a special pronunciation. The "ess" at the end of "fitness" and the "cen"
at the beginning of "center" combine to make one single sound in English. So instead of...
"Fitness" "center"
The natural pronunciation would be,
"Fitness center"
"take your first right"
The phrase "take your first right" means that you should turn right at the first opportunity
you have. The use of the verb "take" in this sense is important. Usually, "take" means "to
remove something from a particular place." However, in this sense, "take" means "to use
as a route to your destination."
GRAMMAR
The Focus of this Lesson is Directing a Guest to a Destination
Let's look at the key sentence "When you get off the elevator, turn left and then take your
first right."
Before we get into this, it's important to remember that if a guest asks you where
something is, it's usually better to walk with the guest to that location instead of trying to
give them directions. Hotels, in general, can be difficult to navigate because "everything

looks the same." In these situations, one phrase you could use is:
1. "Yes ma'am, I can help you with that. This way, please."
Alternatively, you could say:
1. "It's just over here, ma'am."
Or
1. "Please, let me show you the way."
Or
1. "Certainly, ma'am. Follow me please."
And then walk with them to the desired destination.
What Happens When You Can't Show Them?
Occasionally, you will be unable to accompany the guest. This is particularly common for
housekeeping staff because they are often not allowed to leave their cleaning trolley in the
hallway unattended. They are also often not allowed to leave a room that they are currently
cleaning.
This could also happen with bellhops who are showing guests to their room. Sometimes, a
different guest could stop the bellhop and ask for directions while he is taking new guests
to their room the first time.
In these situations, there are several things you can do. First, if the location is nearby or
within sight, you can often simply point and say:
1. "It's just over there."
*Remember that pointing with your finger is rude in many cultures. You can instead extend
your arm with the palm up in the direction of the destination that the guest wants.
Second, if the location is out of sight but also still nearby, you could say:

1. "It's just around the corner."
Or, reassure the guest by saying:
1. "The easiest way to get there is..."
And then give them the basic instructions on how to arrive at the destination are asking
about. For example, in the dialogue, the guest asked about the fitness center. Imagine you
were unable to accompany the guest to the fitness center. You could say something like
this:
1. "The easiest way to get there is to go down this hallway, take your first right, and
then follow that hallway until you get to the drinking fountain. The fitness center is
located across the hallway."
CULTURAL INSIGHT
Small Talk: Keep Things Light
An important key to being a master of small talk is to keep things light. Small talk is, by
definition, a conversation that is easy or simple. This means that the individuals involved
are both positive as well as fun. As we learned in our last lesson, you need to be the one to
act in order to be successful at making small talk. So, if you're upbeat, easy to smile, and
ready to laugh (politely), your guests will enjoy talking to you. In the end, the purpose of
small talk is to pass the time while we wait for other things to happen.
For example, after the guest has checked in but not been shown to their room, is an
excellent time for small talk with the guest. Always be happy, positive, and helpful, and the
guest will enjoy your presence and maybe even give you a tip.

LESSON NOTES

Delivering Room Service
CONTENTS
2 English
2 Vocabulary
3 Sample Sentences
4 Grammar
6 Cultural Insight
# 4
ENGLISH
1. ROOM SERVICE: Good morning, ma'am! I trust you had a peaceful sleep.
2. GUEST: Indeed I did, thank you.
3. ROOM SERVICE: I brought your breakfast, ma'am, of rice, miso soup, and butter-
fried vegetables.
4. GUEST: Thank you very much. I stayed in Okinawa once for a month and
ate this for breakfast everyday.
5. ROOM SERVICE: That's very interesting!
6. GUEST: And, I lost 15 pounds in that month. That's why I still eat this. It's
just so much healthier.
7. ROOM SERVICE: That's remarkable! Good for you, ma'am!
8. GUEST: Thank you!
VOCABULARY
remarkable exceptional, excellent adjective
to be more healthy than

healthier something else
believe in the reliability,

trust truth, ability, or strength of verb
indeed by very action, in deed adverb
peaceful calm and quiet adjective
miso soup type of Japanese soup noun
to have come to or arrived

brought at a place with something verb
ENGLI S HCLAS S 101.COM HOS PI T ALI T Y ENGLI S H FOR HOT ELS S 1 #4 - DELI VERI NG ROOM S ERVI CE 2
butter-fried fried in butter noun
interesting attracting attention adjective
vegetable edible plants noun
SAMPLE SENTENCES
"She is a remarkable woman." "If you ate less sugar you would be
healthier."
"I should never have trusted him." "That is a very good cake indeed."
"We enjoyed a peaceful afternoon at the "Do you like miso soup?"
lake."
"I brought you some dinner." "This chicken is butter fried."
"During our visit, we met so many "That was a really interesting book: you
interesting people." should read it."
"My son loves to eat vegetables."
"I t r ust ..."
The phrase "I trust..." is a polite phrase that is often used in hotels and restaurants. It shows
respect to the person your are speaking to. In this sense, the word "trust" means "to have
confidence, or hope."
For example:
1. "I trust that you have enjoyed your meal."
This phrase is generally not used in casual conversation but is very appropriate and polite in
a professional situation such as staff to guest. The guest will rarely, if ever, use this phrase
when speaking to the staff.
"good for you"
The phrase "good for you" is a kind of exclamation of approval towards someone. Usually,
this is said when someone has achieved something that is good for them. For example, one
of your staff receives a large tip from one of your guests. An appropriate response would be:
1. "Good for you!"
GRAMMAR
T he Focus of t his Lesson is How t o Pr oper ly Deliver Room Ser vice Or der s
Delivering a room service order is very straightforward and easy. There are a few steps that
will need to be taken while you're still in the kitchen.
St ep 1
Always double check the order to make sure nothing is missing. It's very embarrassing and
inconvenient for the guest when something is forgotten.
Depending on the guest's order, there could be just a few or many things to check. Here's a
quick list of some of the typical things.
For t he meal:
• Bread and butter
• Cold food ( Salad, cold appetiz ers etc. )
• Hot food
• Garnishes
• Hot beverages
• Cold beverages
• Cocktails
• Napkins, tablecloths as appropriate
If t he guest has or der ed beer or wine:
• Beer or wine
• Corkscrew ( If needed)
• Ice bucket ( If needed)
• Matches
• Extra napkin for cleaning up spills
St ep 2
When you enter the room in the morning, be sure to say:
1. "Good morning Mr. Smith."
When you enter the room during the afternoon, which is between noon and 4:30, say:
1. "Good afternoon Mr. Smith."
When you enter in the evening which is anytime after 4 o'clock but before midnight say:
1. "Good evening Mr. Smith."
Be sure to learn the name of the guest and not call them Mr. Smith by accident.
St ep 3
Ask the guest where they want the meal to be served. In the mornings, many people like to
have breakfast in bed. In the afternoons, many people like to have lunch in the regular serving
area. Some larger rooms will have a table and you should set the meal up there.
Two good phrases to use are:
1. "Where would you like your tray, Mr. X?"
OR
1. "Where shall I place the cart, Mrs. Smith?"
St ep 4
In most hotels, the room service attendant would then properly excuse themselves and leave.
However, in some hotels, the room service attendant will remain in the room at the guests
request and serve the meal. If this is the case, remember that ladies sit first. A good tip is to
seat them facing the best view, which is usually the open window. You can use either of the
following phrases:
1. "Take a seat, please."
OR
1. "Have a seat, please."
CULTURAL INSIGHT
Small T alk: Paying Compliment s
When making small talk in English, it's important to occasionally compliment the person
you're talking to. In a hotel situation, these compliments are usually simple such as:
1. "Those are nice suitcases, Mrs. Smith."
It's also usually safe when assisting families to compliment the children of parents instead of
directly complimenting the parents. For example:
1. "You have beautiful children, Mrs. Smith."
Hotel guests and staff are in a professional relationship, so very direct compliments are to be
avoided. Compliments such as:
1. "You look beautiful, Mrs. Smith."
Are too direct and will probably be misunderstood.
LESSON NOTES

Serving Room Service
CONTENTS
2 English
3 Vocabulary
3 Sample Sentences
5 Grammar
6 Cultural Insight
# 5
ENGLISH
1. ROOM SERVICE Good evening, ma'am. Where would you like me to place your
ATTENDANT: meal?
2. GUEST: On the desk in the corner, please.
3. ROOM SERVICE Certainly, ma'am. (begins placing plates, utensils, etc.)

ATTENDANT:
4. GUEST: Please place the cup on the left side. I'm left-handed.
5. ROOM SERVICE Of course, ma'am.

ATTENDANT:
6. (pause)
7. GUEST: I'm impressed.
8. ROOM SERVICE Pardon me, ma'am?

ATTENDANT:
9. GUEST: I'm impressed. Usually the room service attendants just put the
tray on the table and excuse themselves. You actually seem to
know what you are doing.
10. ROOM SERVICE Well thank you ma'am. They train us well here at Hotel Innovative
ATTENDANT: and we always try to do our best.
11. GUEST: And I thank you for it. Having competent help makes all the
difference at a hotel.
12. ROOM SERVICE Yes, ma'am. Will there be anything else?

ATTENDANT:
13. GUEST: What's your name?
CONT'D OVER
ENGLI S HCLAS S 101.COM HOS PI T ALI T Y ENGLI S H FOR HOT ELS S 1 #5 - S ERVI NG ROOM S ERVI CE 2
14. ROOM SERVICE Alex, ma'am. Alex Jackson.
ATTENDANT:
15. GUEST: Well, Alex Jackson, I'll put in a good word for you with your
supervisor.
16. ROOM SERVICE Thank you very much, ma'am.

ATTENDANT:
VOCABULARY
to impress to please, to make a mark on
supervisor manger, director
mentally capable,
competent possessing the needed
knowledge
to instruct, to teach through

to train repetition and practice
themselves reflexive form of “they”
to allow to leave, to relieve

to excuse from some duty
food that is eaten usually as

meal breakfast, or lunch, or dinner noun
to set something in a
to place specific location
pardon forgive
a person employed to
attendant provide a service noun
SAMPLE SENTENCES
"It isn't easy to impress me." "He was starting to like his supervisor."
"The teacher was very competent." "Her training was intense."
"They gave themselves too much leeway "If you'll excuse me, I have to take a phone
on moral issues." call."
"Breakfast is the most important meal of "He craved home-cooked meals while he
the day." was overseas."
"It is important to place the fork in the "I beg your pardon?"
right place."
"I can't find a flight attendant."
"par don me"

The phrase "pardon me" is used to indicate that one has not heard or understood
something. For example, when someone says something to you and you didn't quite
understand what they said, you can ask:
1. "Pardon me?"
It can also be used in a statement form. For example, if the hallway is very crowded and you
accidentally brush up against someone, especially a guest, you can and should say:
1. "Pardon me."
"compet ent help"
The word "competent" means "having the necessary skill and knowledge to do something."
In the dialogue, the guest uses this phrase as an indirect compliment to the room service
attendant.
GRAMMAR
T he Focus of t his Lesson is How t o Ser ve In-r oom Room Ser vice Or der s
Serving room service orders in a hotel room is easy if you follow a few simple steps. The most
important thing to remember is placement. Where you put each dish, cup, or utensil is
important. There are 5 main phases for serving in-room room service.
Phase 1: Set Up t he Placement s
When you set up the guest's order in their room you should first ask them where they want
the order placed. You could say:
1. "Where would you like me to set up your order?"
Guests will typically respond with things like:
1. "On the table, please."
OR
1. "By the television."
To place the order, put the tablecloth and napkins in place first. Next, place any kind of
beverage, such as a coffee pot or milk jug, on the side of table.
Phase 2 : Place t he Side Dishes and Or nament s
In phase 2, place the side dishes and condiments in their correct places. Each hotel will
have specific guidelines for where each item goes so be sure to study this information before
you serve any in-room orders.
For example, it's typical to place the fork to the left of the dinner plate and the butter dish to
the left of the fork. The bread plate would also go to the left of the fork but below the butter
dish. This is so the guest doesn't dirty their sleeves while reaching for the bread.
Another important placement is the cup. It should be placed first on a saucer and then the
saucer and cup should be placed on the upper right of place setting, usually with the lip of
the saucer covering the tip of the knife.
Phase 3 : Ser ve t he Food and Bever ages
For phase 3, remove the hot food from its container first and place it so that the main items
are closest to the guest. If there are side dishes specifically for the main entreé, place them to
the left of the entrée plate. Be sure to remove any aluminum foil or cover from the dishes.
Place the beverages, beverage napkins, mugs, cups, saucers, and glasses to the right of the
entrée plate, if you haven't already done that. If the beverage is canned or bottled, be sure to
open it only in the room and only after you've received permission from the guest.
Ask the guest if they would like ice cubes. Remember that, if the guest gives you permission
to fill the glasses, to only fill them up halfway.
Phase 4 : Finish Up
When you've placed everything where it needs to go, ask the guest if there is anything else
they would like. You could say something like:
1. "Is there there anything else you need at this time?"
If the guest does request something else, provided it as quickly as possible. If the request is
complex or beyond what you can easily or quickly do, ask the guest to call room service and
put in another request.
Before you leave, ask the guest to call room service for any further assistance and to pick up
the tray and dishes when the guest is finished.
Thank them for their order.
Finally, say goodbye.
CULTURAL INSIGHT
Knowing Your Limit s Dur ing Small T alk
To be good at small talk, you first have to greet the other person, compliment them, and talk
about yourself a bit. We covered this in previous lessons.
Small talk is supposed to be simple but there are general limits to what topic can be
discussed in small talk. Just as important as saying the right thing, is not saying the wrong
thing. It is best to avoid topics like a person's health, religion, or political views.
The next stage is to engage them. This is usually done by asking questions. Acceptable
topics for hotel staff talking with a guest are the guest's trip or the weather. Usually, the best
topics are ones that you have already spoken about.
For example, you introduced yourself to the guest and commented on the handsome suit he
was wearing. An easy question you could ask is:
1. "Where did you get your suit?"
Remember, you are trying to engage the guest, so don't make the mistake of further
commenting on yourself. For example, in the same situation, saying...
1. "I wish I had a suit like that."
...does not engage the guest and might even make the guest uncomfortable.
Suppose the guest answered that they purchased it while on a trip to Italy. Instead of saying
something like:
1. "I love Italy."
OR
1. "I've heard Italy is wonderful."
You could ask another question such as:
1. "Did you enjoy your trip to Italy?"
This question engages the guest and makes your conversation more interesting.
LESSON NOTES

Cancelling a Reservation
CONTENTS
2 English
3 Vocabulary
3 Sample Sentences
5 Grammar
6 Cultural Insight
# 6
ENGLISH
1. GUEST: I'd like to cancel my reservation.
2. NIGHT AUDITOR: Yes, sir. May I have your name or the reservation confirmation
number?
3. GUEST: My name is Tim Allen.
4. NIGHT AUDITOR: Thank you, sir. I've found your reservation for two adjoining rooms
with private sauna and two queen siz e beds? Is that right, sir?
5. GUEST: Yes, it is.
6. NIGHT AUDITOR: Would you like to change your reservation in some way?
7. GUEST: No, just a cancellation.
8. NIGHT AUDITOR: Yes, sir. May I ask the reason for cancellation?
9. GUEST: My plans have changed and I will no longer be in the area.
10. NIGHT AUDITOR: It's a shame, sir. That room has a beautiful view.
11. GUEST: So, I'm told.
12. NIGHT AUDITOR: I have your cancellation confirmation number, sir. Would you like to
write it down?
13. GUEST: Yes, please.
14. NIGHT AUDITOR: The cancellation number is—W-J-4-6-1-L-7. Will there be anything
else?
15. GUEST: No, thank you.
CONT'D OVER
ENGLI S HCLAS S 101.COM HOS PI T ALI T Y ENGLI S H FOR HOT ELS S 1 #6 - CANCELLI NG A RES ERVAT I ON 2
16. NIGHT AUDITOR: On behalf of Smith's Bed and Breakfast, I would like to wish you a
wonderful evening.
17. GUEST: To you as well.
18. NIGHT AUDITOR: Thank you, sir.
VOCABULARY
type of small hotel that only

bed and breakfast provides a night's stay and
a morning meal
to call off, to halt, not to

to cancel allow to happen
proof of something,
confirmation validation noun
a room used for hot air or

sauna steam bath
invalidation, removal of a
cancellation reservation from the hotel
schedule
two or more connected or

adjoining rooms joined rooms
a bed that is larger than full-

queen-siz ed siz ed but smaller than king-
siz ed
scene, what can be seen

view from particular location
the last part of the day and

evening early part of the night noun
wonderful extremely good, amaz ing adjective
SAMPLE SENTENCES
"I think I will go to a bed-and-breakfast "I'm afraid I need to cancel my
tomorrow." reservation."
"Here's your confirmation number." "Sandra is awaiting confirmation to begin

work at her new job."
"Does your hotel have a sauna?" "There will be a cancellation fee."
"Would you like adjoining rooms?" "I like queen-siz e beds."
"This place has an excellent view." "The tennis court is open in the evening,
too."
During spring, the days are warm but the "We had a wonderful time on our
evenings are cool. honeymoon."
"The museum has many wonderful works of art."
"r eser vat ion confir mat ion number "

The phrase "reservation confirmation number" means the number that a guest can use to
confirm their reservation. It is the number that identifies their reservation in the hotel's
reservation system.
The most important part of this phrase is the pronunciation. When it's broken into syllables, it
looks like this:
"re-ser-va-tion con-fir-ma-tion num-ber"
Be sure to listen to the correct pronunciation and rhythm given in the lesson audio.
"May I ask t he r eason for cancellat ion? " (indir ect is mor e polit e)
The phrase "May I ask the reason for cancellation?" is used to be more polite. In theory, the
front desk agent could ask, "Why do you want to cancel?" but a question like that is very
direct and could make the guest uncomfortable, especially if the reasons for cancellation are
difficult for them, such as a death in the family, a divorce, or loss of a job.
GRAMMAR
T he Focus of t his Lesson is How t o Cancel a Reser vat ion at a Hot el
In the dialogue, we heard the phrase "I'd like to cancel my reservation." The night auditor
responded by asking several questions in order to cancel the reservation. Let's go through
the steps.
St ep 1
Before you can cancel a reservation, you must know which reservation to cancel. In order to
find any reservation in a hotel database, you must have the either the name of the guest or
the reservation confirmation number. You can ask for these by saying:
1. "May I have your name or reservation confirmation number?"
St ep 2
After finding the reservation in the hotel database, reconfirm the main details of the
reservation with the guest. For example, you could say:
1. "Is that for one room with a California King bed arriving on the 13th of June and
departing on the 18th of June?"
St ep 3
Once the correct reservation has been identified, ask the guest if they would like to change
their reservation or alter it somehow. It is usually easier to alter a reservation than to cancel
one and create another. You could say something like:
1. "Would you like to change your reservation in some way?"
St ep 4
We suppose the guest has confirmed that they want to cancel the reservation. You will now
ask them the reason for cancellation. Be sure to be indirect by using a question like:
1. "May I ask the reason for cancellation?"
You then write down the reason provided by the guest.
St ep 5
Once the cancellation is completed, request that the guest write down the confirmation
number and then provide them the number. You could say something like:
1. "I have your cancellation confirmation number, sir. Could you please write it down?"
Impor t ant Consider at ions
1. The cancellation should be completed according to the cancellation policies of

your hotel.
2. Inform the guest of fees for early cancellation, if applicable.
3. If the reservation is cancelled by someone other than the guest, be sure to request
their contact information and details. For example, if the husband makes a
reservation and the wife calls in to cancel it, you should request her name and
phone number to put on the reservation notes.
CULTURAL INSIGHT
Engaging t he Ot her Per son Dur ing Small T alk
There are several things you need to do before you start "small talking" and we discussed
those in lessons 1 through 5. In this lesson, we've already started talking. You've already
engaged the other person and have found some common ground. Now it's time to respond
to their answer with a question or statement.
For example, in our last lesson, we talked about using questions to engage the other person.
That question is going to be answered as one of the most important things that you do in
small talk is react appropriately to what the other person said. So, you asked the question:
1. "Where did you get your suit, Mr. Smith?"
Mr. Smith answers and says:
1. "Italy."
Now, you have basically three options. You could ask another question, make a comment
about their answer in a statement form, or tell a joke based on their answer. For example, you
could ask a question such as:
1. "Do you enjoy going to Italy?"
Or, you could make a statement, such as:
1. "Italy is such a beautiful country."
Or, you could tell a joke, such as:
1. "That's just like the Italians, they make the best wine and they have to make the best
suits too."
In lesson seven, we'll talk about what happens next.
LESSON NOTES

Suggestive Selling and Upselling
CONTENTS
2 English
2 Vocabulary
3 Sample Sentences
4 Grammar
6 Cultural Insight
# 7
ENGLISH
1. BARTENDER: Good evening, ma'am. What can I get for you?
2. GUEST: What do you have that's different?
3. BARTENDER: Quite a few things. Are you looking for something strong or
something fun?
4. GUEST: Something fun. I just want to relax.
5. BARTENDER: Might I suggest a caipirinha. We've just had a fresh shipment of

Braz ilian cachaça and we purchased some excellent ripe limes
from the market this morning.
6. GUEST: That sounds perfect. I haven't had a caipirinha for ages.
7. BARTENDER: Excellent. Might I suggest a side of calamari?
8. GUEST: (surprised) With a caipirinha?
9. BARTENDER: I know it might sound strange but I dated a Braz ilian a few years
ago and that was one of her favorite combinations. Said it
reminded her of parties back home.
10. GUEST: Well...I'm in the mood to be adventurous tonight. I'll try it!
VOCABULARY
bold, willing to go on
adventurous adventures
an arrangement of several
combination different things
ENGLI S HCLAS S 101.COM HOS PI T ALI T Y ENGLI S H FOR HOT ELS S 1 #7 - S UGGES T I VE S ELLI NG AND UPS ELLI NG 2
squid specially prepared for
calamari
human consumption
lime small, green, sour citrus fruit
to purchase to buy, to pay for
to untense, to loosen up, to

to relax allow slack
a famous Braz ilian cocktail

caipirinha with cachaça and lime
might past tense of “may”
fresh recently made or obtained adjective
alcoholic drink made from

cachaça Braz ilian sugarcane
SAMPLE SENTENCES
"He was feeling very adventurous." "These two dishes make a great
combination."
"Calamari is very tasty." "My wife uses lime in her homemade

cough syrup."
"I would like to purchase that red car over I think you need to relax.
there."
"I really enjoy a good caipirinha." "Might I suggest a side of calamari?"
"These apples look fresh." "Cachaça is too strong for me."

"What can I get for you? "
This phrase is very common and hotel staff will repeat it many times every day. Let's take a
look at the pronunciation and intonation for this phrase. The most emphasiz ed part of this
phrase is the "get." For example:
1. "What can I GET for you?"
The other important pronunciation point is the transition from "can" to "I." The two words
connect and become "ca-nye." Written that would look something like:
1. "What ca-nye get for you?"
"for ages"
The phrase "for ages" means "for a long time." The English word "age" usually refers to how
old a person or thing is. However, in this case, it is used here to mean "a long period of time."
The idea being "for many long periods of time" or "for a long time."
This is usually used for things that haven't been done for a long time, such as, in the dialog,
the guest says:
1. "I haven't had a caipirinha for ages."
GRAMMAR
T he Focus of t his Lesson is Suggest ive Selling and Upselling in a Hot el Bar /Lounge
Suggest ive Selling
In the dialogue, the bartender used the phrase "Might I suggest a caipirinha?" This is an
example of suggestive selling. In our dialogue, the guest was unsure what to order so the
bartender suggested something, a caipirinha. A caipirinha is a Braz ilian alchoholic
beverage commonly made at hotel bars, restaurants, and parties.
Upselling
Upselling is similar to suggestive selling except that, in upselling, you sell more to the
customer than they had intended. In other words, the number of things they purchased went
up. In the dialog, the bartender was able to upsell the guest on a side dish of calamari.
How t o Use Suggest ive Selling
In order to be effective at suggestive selling, you need to be knowledgeable about what
you're selling. In a hotel, you need to be thoroughly aware of the amenities at your hotel as
well as local attactions and entertainment. If you work in a restaurant, you need to know the
menu very well and a clear feeling for what dishes go well together.
It's also important to know what the guests needs. For example, families staying have very
different needs from a single man travelling for business when staying at a hotel. Also, at a
restaurant, sometimes the guest could be stressed and just want a drink to relax. Other
times they could be very hungry and want a large meal.
Suggest Opposit es
Hot el
One useful technique is to suggest near opposites. At a hotel, for example, you could
suggest a large room with many amenities or a small room with basic amenities. Doing this
will allow you to see the guests reactions to your suggestion. Their reaction will guide you to
suggest a room or service the guest will find appealing. For example:
1. "We have many options at Hotel Innovative including Preferred Suites with one
queen-siz e bed to our Premier Suites with two king-siz e beds, a couch, and a
dining area."
Make appropriate suggestions based on how the guest reacts to these offers.
Rest aur ant s

This techinque also works at restaurants with one modification. At a restaurant, it's usually
best to offer the options one at a time. For example, you could say:
1. "May I suggest the calamari platter to start things out tonight?"
Supposing they agree to that suggestion, you could then suggest something that goes well
with calamari that's on your menu. For example:
1. "And for your main entrée, would a chicken alfred be acceptable?"
Upselling
Upselling and suggestive selling are very similar and everything we've talked about so far
applies to upselling as well.
T he Unusual
One technique that work eceptionally well for upselling is to suggest the unusual. When
you're suggestive selling, it's almost always best to suggest beverages and foods that
naturally go together. However, for the upsale, suggesting something unusual that also goes
well with whatever has been previously ordered is an excellent way to get an extra sale.
In the dialogue, the bartender suggested a caipirinha and then did an upsale with calamari
because he knew they would go well together. In a hotel, upselling can be done with any of
the many services and amenities that the hotel sells. For example, if your hotel charges for
certain types of transportation, you could suggest that to a guest that might need it.
CULTURAL INSIGHT
Small T alk: Open-ended Quest ions
In lesson 6, you learned that certain topics, such as religion, politics, and a person's health
should be avoided. You also learned about engaging the guest in small talk by asking
questions.
Questions are very useful in small talk but they need to be open-ended questions. Open-
ended questions are questions that give the person responding freedom to answer how they
want to. For example:
1. "How did you come to hear about our hotel, sir?"
A response to this question could be as simple as "the Internet" or much more complex such
as a story about how an aunt stay at that hotel months ago and enjoyed it, etc.
Sometimes, yes/no questions can also be useful here but they need to be asked in an open-
ended way. For example suppose you and the guest were talking about the sunny weather,
you could say:
1. "Isn't this weather amaz ing?"
Again, this is a yes/no question because the guest can simply reply, "Yes." or "No." but it's
also open because they could easily comment about the weather or even compare it to the
weather in some other place.
LESSON NOTES

Procedures for Taking Room
Service Orders
CONTENTS
2 English
2 Vocabulary
3 Sample Sentences
4 Grammar
5 Cultural Insight
# 8
ENGLISH
1. WAITER: Good evening, my name is Chris! May I take your order?
2. GUEST: Yes I would like a glass of bourbon on the rocks with a chicken
salad.
3. WAITER: Certainly, sir. What kind of salad dressing would you like?
4. GUEST: No, dressing. Just bring a lemon on the side.
5. WAITER: So, that's a glass of bourbon on the rocks with a chicken salad
and a lemon on the side for Mr. White in suite 119, correct?
7. WAITER: Would you like any desserts, sir? We have several new chocolate
cakes.
VOCABULARY
term used often by hotels to

suite describe their rooms noun
generic term for a cup, often

glass made from glass noun
alcoholic drink distilled

bourbon from corn, malt, and rye noun
a colloquial term for ice

rocks cubes noun
an often creamy condiment

salad dressing or sauce for salads noun
ENGLI S HCLAS S 101.COM HOS PI T ALI T Y ENGLI S H FOR HOT ELS S 1 #8 - PROCEDURES FOR T AKI NG ROOM S ERVI CE ORDERS 2
Certainly! Yes!, Sure!
dessert sweet food eaten after a meal noun
several more than two but not many adjective
sir polite way to address a man noun
SAMPLE SENTENCES
"Our deluxe suite has a queen bed and "I would appreciate it if everyone could
free HBO." raise their glasses for a toast."
"That bottle of bourbon costs $300?" "Could I have a Bloody Mary on the
rocks?"
"She puts too much salad dressing on her "Certainly! I'd love to help you."
salad."
"The dessert for the night was ice cream "He was on a diet, so he skipped dessert."
with strawberries."
"He had several options, but he didn't like "There were several people waiting in the
any of them." lobby."
"Excuse me, sir."
"On t he r ocks"
The phrase "on the rocks" is used informally to describe a drink that is served undiluted and
with ice cubes. This colluquialism is very specific and only used for alcoholic drinks.
"On t he side"
The phrase "on the side" is frequently used in restaurants to refer to smaller portions of food
that accompany larger dishes. These smaller dishes are usually called side dishes and are
placed to the side of the main dish.
This expression can also be used figuratively to refer to something extra. For example, you
could say:
1. "I work at the hotel and teach English on the side."
GRAMMAR
T he Focus of t his Lesson is St andar ds of Pr ocedur e When T aking a Room Ser vice
Or der
Before we get started, be aware that every hotel has its own standards of procedure and you
should be very familiar with them. The purpose of this lesson is to give you a foundation for
improving your standards of procedure etiquette.
St ep 1
In the dialogue, we heard the phrase:
1. "Good evening, my name is Chris! How may I assist you?"
The phrase "How may I assist you?" is often used in room service or at the front desk instead
of "May I take your order?" This is because "How may I assist you?" is more open whereas
"May I take your order?" is very limited and is usually only used for ordering food.
A similar greeting is very common at hotel kitchens and is usually part of the standards of
procedure.
St ep 2
Check the billing instructions for the guest. This is a very important phase because billing
instructions can vary greatly. For example, the guest may be on a business trip and the
company should be billed. Or they are on a personal trip that's being paid for by a family
member, and the family member should be billed, not the guest. Or maybe the guest is
paying for certain amenities but not others, etc. There are hundreds of possible situations so
be sure to review the instructions.
Not e:
Supervisors tend to appreciate the use of suggestive selling and upselling on almost any call
or contact from a guest. However, you must be careful as most guests do not like being
constantly bombarded with suggestions to purchase things.
St ep 3
Ask the guest how many people will be served. You can do this in a number of ways. For
example:
1. "And seating for how many?"
OR
1. "How many place settings will there be?"
OR
1. "How many people will be served?"
CULTURAL INSIGHT
Small T alk: Be Awar e of Your Sur r oundings
Once you really get going in your conversation is flowing well, it's important to maintain
awareness of what's going on around you. This serves several purposes.
First, it keeps you aware of what you can talk about next. One of the biggest challenges that
people have with small talk is not knowing what to talk about next. If you're constantly
looking for new topics and new things around you, you will probably see something
interesting that you could both talk about. For example, you could see a picture on the wall
and say:
1. "This picture is so beautiful."
A comment like that might shift the entire discussion to talk about photography, art, or
something else entirely.
Second, it keeps you aware of other people who might want to participate in the
conversation as well. Especially when you're escorting groups of people, like when a bellhop
is escorting a family to their room, often everyone there wants to participate in the
conversation as well. For example, you may begin talking with the mother, but soon realiz ed
that the father also wants to comment. You could help them and to the conversation by
directing question to them. For example, using that same picture, you could direct a
question them such as:
1. "What do you think of this picture? I think it's beautiful."
Third, it helps you stay aware of any possible danger nearby. If you become too focused on
your small talk, you could inadvertently run into one of the other bellhops, cause one of the
guests to drop some baggage, or do any number of embarrassing or possibly dangerous
things. Staying aware of your surroundings keeps everyone safe.
LESSON NOTES

Hotel Telephone Etiquette
CONTENTS
2 English
2 Vocabulary
3 Sample Sentences
4 Grammar
5 Cultural Insight
# 9
ENGLISH
1. GUEST: Yesterday, I made a reservation for this weekend and I will need
transportation. What kind of transportation services does this hotel
offer?
2. FRONT DESK: We have taxis, buses, and limousines available, sir.
3. GUEST: Are they included with the room?
4. FRONT DESK: They are not included. However, we can have them billed to your
room, if you wish.
5. GUEST: I will have a group of eight people with me on Friday night and I will
need a large van or small bus to transport everyone.
6. FRONT DESK: I can arrange that for you. One moment please.
7. GUEST: We'll also have a lot of baggage when everyone arrives.
8. FRONT DESK: Certainly, sir. We'll have several bellhops in the lobby.
VOCABULARY
lobby entrance area of a hotel noun
luggage, two or more bags

baggage and suitcases noun
convey, carry, move from

transport one place to another verb
arrange organiz e, give order verb
notice regarding amount of

bill money owed for something
include free, part of the room price
ENGLI S HCLAS S 101.COM HOS PI T ALI T Y ENGLI S H FOR HOT ELS S 1 #9 - HOT EL T ELEPHONE ET I QUET T E 2
an advance booking for
things such as a table in a
reservation noun
restaurant, a hotel room, a
ticket and so on
transportation process of being transported noun
limousine elongated luxury vehicle
available not busy, easy to get or use adjective
SAMPLE SENTENCES
"The front desk can be found in the hotel's "Meet me in the lobby."
lobby."
"He needs to get rid of some of this "The bellhops will transport your luggage
baggage." to your room."
"I need to arrange my things." "May I see my bill?"
"Daily cleanings are included." "I made a reservation at the hotel."
"We need to bring better transportation to "My friend's mother rented a limousine for
every citiz en of our country." the dance."
"The room was available, but only for a "Solar power is the world's most available
short while." energy source."
"billed t o your r oom"
The phrase "billed to your room" means that the hotel will add whatever charge to your final
bill with the hotel. For example, if you purchase room service for $20, then there will be an
extra bill for $20 for you to pay when you check out.
"one moment please"
The phrase "one moment please" is a polite request to wait. A "moment" is not a specific
length of time, such as 17 seconds or 3 minutes. It simply means a very brief period of time.
GRAMMAR
T he Focus of t his Lesson is Hot el T elephone Et iquet t e
In the dialogue, we heard the phrase "I can arrange that for you." This is an example of a
polite phrase used by staff to say, "Yes."
At a hotel, restaurant, or almost any business, telephone etiquette is important. In normal

converstation, we often change our tone of voice to match the people we are talking to.
However, as staff at a hotel or restaurant, you must maintain a polite level of speech. There
are two tips to remember:
1. Smile when you are on the telephone. This affects the way you pronounce words and
people can hear it because it makes you sound happier.
2. Listen carefully to the guest. This is important at all times, but when you are on the
phone, there is added importance because you will avoid talking over or at the same
time as the guest. It is often very irritating for guests to repeat themselves because
the staff member is talking too much.
Receiving Calls
In general, when answering a call, you should say:
1. "Good morning, this is Chris. How may I help you?
Of course, if it isn't the morning, you should say "Good afternoon" or "Good evening" as
necessary. Also, if you are at the front desk, you should greet with the hotel name either with
your name or instead of your name. For example:
1. "Good afternoon, Hotel Innovative. How may I help you?"
OR
1. "Good afternoon, Hotel Innovative. My name is Jeff. How may I help you?"
Put t ing Guest s on Hold
There are many situation when you will need to put a guest on hold. You should avoid it as
much as possible because the guest may hang up if they are on hold for too long. To put a
guest on hold, you can use the phrase:
1. "Could I put you on hold while I..."
...then you insert your reason. There are many possible reasons, such as:
1. "...while I check on your room."
OR
1. "...while I transfer you to the hotel manager?"
Sometimes, when the hotel is very busy, you may have to answer the phone and then
immediately put the prospective guest on hold. To do this you could say:
1. "Good afternoon, Hotel Innovative. Could you please hold?"
CULTURAL INSIGHT
List ening t o t he Guest Dur ing Small T alk
One of the most important tools you have where making small talk is your ears. By listening
carefully to what the other person says, you will be better at doing a few things.
First, you'll be able to tell whether or not the person actually wants to talk. In a hotel,
sometimes the people that check in are very tired and they do not want to talk. In those
situations, listening to the way in which they respond to you can tell you how much talking
you should do.
Second, if the person does want to talk, listening carefully will help you identify new topics to
talk about. For example, they answer your question about a trip to Italy while mentioning a
family member who lives there. You could then talk to them about your family member who
lives in the United States, by saying:
1. "You know, I don't have any family in Italy but my brother lives in the United States."
LESSON NOTES

#10
Turning a Guest Away When Fully
Booked
CONTENTS
2 English
3 Vocabulary
3 Sample Sentences
4 Grammar
6 Cultural Insight
# 10
ENGLISH
1. RESERVATION Hello, this is McKenz ie at room reservations. How may I help you?
SPECIALIST:
2. GUEST: I would like to reserve a room, please.
3. RESERVATION Certainly sir. (Pause) May I have your name, please?

SPECIALIST:
4. GUEST: Robert Johnson.
5. RESERVATION And an email address for contacting you?

SPECIALIST:
6. GUEST: Robertj@ example.com.
7. RESERVATION And what's the best phone number to reach you?

SPECIALIST:
8. GUEST: 346-555-0947.
9. RESERVATION Thank you. And will the reservation be made through a company,
SPECIALIST: sir?
10. GUEST: No, this is a personal reservation.
11. RESERVATION And when do you plan on staying with us?

SPECIALIST:
12. GUEST: The 24th through the 28th of July.
13. RESERVATION Thank you very much. Please hold while I check the availability for
SPECIALIST: those dates.
14. GUEST: Certainly.
CONT'D OVER
ENGLI S HCLAS S 101.COM HOS PI T ALI T Y ENGLI S H FOR HOT ELS S 1 #10 - T URNI NG A GUES T AWAY WHEN FULLY BOOKED 2
15. (pause)
16. RESERVATION I regret to inform you, sir, but our hotel is fully booked those days.
SPECIALIST: Would you like to reserve for another day?
VOCABULARY
reserved, purchased in
booked advance participle
fully totally, completely adverb
sorry, apologiz e, feel

regret remorse about
to stay to visit, to remain somewhere verb
to reach to contact, to speak to verb
a room that has been set

room reservation aside for a specific purpose
to contact to communicate with verb
place at which a person or

address group can be noun
communicated with
personal of or relating to a person adjective
a group of people or things;

company a business group noun
SAMPLE SENTENCES
"That room has been booked since last "I fully expect to receive a wake-up call at
March." 7.30 AM."
"You're going to regret that." "Will you stay with us this evening?"
"What is the best way to reach you?" "I might need to contact you."
"Do you know her home address?" "It's very personal information."
"I'd rather not talk about this personal "There will be a company meeting on
matter." Monday."
"best phone number t o r each you"
The phrase "best phone number to reach you" is a very common phrase and one that is
good to
The "best phone number to reach you" is also focused on the guest and not on the company
they work for, their parents or children, or anyone else. It's the best phone number to reach
YOU.
"fully booked"
The phrase fully booked means that the hotel is full. "To book" means to reserve something or
to purchase it in advance. To say that the hotel is booked means that all the rooms have
been reserved.
GRAMMAR
T he Focus of t his Lesson is How t o T ur n Away a Guest
In the dialogue, we heard the phrase "I regret to inform you, sir, but our hotel is fully booked
those days."
In this lesson we'll look at the possibility of turning away a potential guest. There are many
reasons that a guest might be turned away at a hotel. In the dialogue, is was because the
hotel was full for the entire period of time the guest wanted to stay at the hotel.
Some of the other reasons that a guest might be turned away is because the room type the
guest wants is fully booked, even though the hotel has other rooms available. Another rare
reason is when a particular person or company has been blacklisted by the hotel. To be
blacklisted means that the blacklisted parties are not allowed to use any of the services the
hotel provides.
In general, the pattern and step are the same as when you accept a reservation. Fir st , within
three rings, you answer the call. Be sure to smile as that makes the guest feel more
comfortable. For example,
1. "Hello, Hotel Innovative. This is Michael speaking. How may I help you?"
Second, request the guest's name, phone number, and company affiliation (if any).
T hir d, request the planned arrival and departure dates by saying,
1. "And what dates were you planning on staying with us?"
OR
1. "And what date will you be checking in?"
AND
1. "And what date to you plan to check out?"
Four t h, check on the availability for those dates. It's common to put the guest on hold while
you check but this depends on the system your hotel uses. This is where the reservation
specialist in our dialogue realiz ed that there was a problem. She returned and said:
1. "I regret to inform you, sir, but our hotel is fully booked those days. Would you like to
reserve for another day?"
The first part of this sentence, "I regret to inform you" is a polite way of saying "I'm sorry to tell
you." This is followed by the reason you need to turn away the guest. In the dialogue, it was
because the hotel was fully booked, but it could be for any number of reasons. For example,
maybe the room type is fully booked, or maybe the entire hotel is under renovation that week.
Whatever the reason, you should always ask to see if there are different dates that will work?
In the dialogue, she asks:
1. "Would you like to reserve for another day?"
CULTURAL INSIGHT
Small t alk: Pr ofessional Language is Polit e Language in English
One of the difficulties that many people have with small talk is not knowing what type of
language to use. All languages have formal language and polite language and impolite
language and casual language. In a hotel and as a staff member, when you're speaking to
guests, you should always speak professionally. Speaking professionally is polite in English.
There are some phrases that you should never use when talking to a hotel guest even though
they are good language in other situations. For example:
1. "What's up?"
The phrase "what's up?" is a very casual street slang. Many people say it especially between
friends, however when speaking professionally, it is inappropriate. Another example is:
1. "How ya doin?"
Again, this is very casual language and appropriate when talking to your friends. However,
when speaking to hotel guests this is seen as laz y. You should say:
1. "How are you?"
LESSON NOTES

#11
Dealing With Turnaways By the
Guest
CONTENTS
2 English
2 Vocabulary
3 Sample Sentences
5 Grammar
7 Cultural Insight
# 11
ENGLISH
1. FRONT DESK: May I help you?
2. GUEST: I would like to make a reservation.
3. FRONT DESK: I'd be glad to assist you. What dates do you plan on staying with
us?
4. GUEST: The entire first week of March.
5. FRONT DESK: I am sorry, sir. We can't accommodate you for the entire first week
of March. There is a conference that week and most of our rooms
have been reserved for months.
6. GUEST: Oh! What day do you have open?
7. FRONT DESK: Only Tuesday through Thursday. The following week has many
openings if you'd like to reserve then.
8. GUEST: No, I need to be there that week.
9. FRONT DESK: May I suggest we reserve Tuesday through Thursday and put you
on our priority waiting list for the rest of the dates and keep you
informed?
10. GUEST: No, I need to be sure.
11. FRONT DESK: We apologiz e for any inconvenience, sir, and hope you'll consider
us for future reservations.
VOCABULARY
preferred, more critical or

priority urgent noun
ENGLI S HCLAS S 101.COM HOS PI T ALI T Y ENGLI S H FOR HOT ELS S 1 #11 - DEALI NG WI T H T URNAWAYS BY T HE GUES T 2
to suggest to provide an alternative verb
glad feeling of joy, happiness adjective
to assist help, aid in some way verb
entire whole, all of something, full adjective
meeting for discussion

conference which is usually formal noun
to arrange for someone's

to accommodate stay, to make fit verb
any one of the twelve parts

month into which the year is noun
divided
to make arrangements so it
to reserve can be used later verb
an availability, a hole in
opening something that is otherwise noun
full
SAMPLE SENTENCES
"I know you have many things to do but "I suggest you purchase those before the
this task is your top priority." price goes up."
"They were all glad to see her." "He was glad that it was over."
"How can I assist you?" "I've been waiting the entire day."
"Setting up the conference was a huge "Hotel Innovative would be pleased to

enterprise." accommodate you and your family."
"He started going to the gym last month." "In one month's time, I will be on
vacation."
"Do you have any openings at your store?"
"ent ir e fir st week" vs. "fir st full week of"
The phrase "entire first week" means every day of the first week. However, there can often be
confusion in English identifying which week is the first week. To help with this there is another
phrase which is "first full week."
The phrase "first full week" of a month means the first week where all the days are in the same
month. This is important because most months begin mid-week. For example, let's say that
May 1st is on a Wednesday. Part of the week is in April and part in May. This is a partial week.
The first full week of May would start on Sunday, the 5th.
Often, when guests say "entire first week" you need to specify if they mean the week where the
first day of the month is located or if they mean the first full week. You can do that by saying:
1. "Is that the first full week, sir?"
Many hotels avoid this confusion by asking the question:
1. "What dates do you plan on staying with us?"
This specifies the use of dates and not days of the week.
"may I suggest "
The phrase "may I suggest" is used to ask permission to give a suggestion. This is a polite
phrase and one you will probably use many times per day. There are two important points to
this phrase.
First, always use the word "may" instead of "can." "May" expresses the idea of permission
while "can" expresses the idea of "to be able to." As a hotelier, it is important to be as polite
as possible to your guests and to do that, you must use "may."
Second, the pronunciation is also important. The first two words, "may" and "I," connect to
make a sound like one word:
1. "mayai"
The "I" should always be pronounced distinctly, however:
1. "mayAI"
The emphasis of the word "suggest" is also important and should be on the "-gest." So, the
rhythm of the phrase would be:
1. "MayAI sugGEST."
GRAMMAR
T he Focus of t his Lesson is How t o T ur n Away a Guest
Hotels frequently turn away guests. Depending on the siz e of the hotel, more than 100 guests
may be turned away a single day. However, a hotel will never refuse to offer their services to
an individual or a company without a reason.
Most "turn aways" are actually done by the guest. For example, a guest inquires about the
prices for reserving a room at a particular hotel by saying:
1. "How much does it cost to reserve a deluxe room?"
To which the hotelier would respond by saying:
1. "A reservation for a deluxe room is $199 per night."
The guest within reply something like:
1. "That's a bit out of my price range. Do you have anything cheaper?"
To which the hotelier would respond by saying:
1. "No, sir, the deluxe room is our least expensive option."
Typically, the guest would then thank the front desk agent and hang up. From the hotel's
perspective, this would be considered a "turn away." There are many other reasons why a
guest would be turned away. For example, the requested room type is not available, the
guest is only calling to inquire about rooms and does not make a reservation, or that certain
amenities are not offered.
Whatever the reason, the front desk agent or whoever took the call will write down the reason
for the turn away. This kind of documentation helps the hotel improve. For example, if many
guests are turned away because a competitor is offering lower rates, it may be discussed at
a staff meeting about offering a discount or maybe even permanently lowering the rates at
that hotel.
T ur ning Away Guest s
Turning away reservation begins much like taking any reservation so we will review that
briefly.
Smile when you answer the phone and say something like:
1. "Hi, this is Alex at Hotel Innovative. How may I help you?"
The guest would then reply with something similar to what is found in the dialogue, such as:
1. "I would like to make a room reservation please."
Your first question would then be:
1. "Of course, ma'am. May I have your name and phone number, please?"
After the guest responds with their name and phone number you can ask:
1. "Are you with a particular company Sir?"
Next, ask the guest for their arrival and departure dates. You can do this by saying:
1. "When you plan on arriving, sir?"
AND
1. "And the date of departure, please?"
At this point, the guest may begin asking their own questions. For example:
1. "I just want to know how much a deluxe room would cost."
OR
1. "Does Hotel Innovative offer a gluten-free menu in their restaurant?"
OR
1. "Do you have a presidential suite at your hotel?"
Respond to any question with courtesy and kindness. If the guest expresses interest in any of
the options you've mentioned, suggest they reserve the service that interested them.
If the guest does not reserve any services, remain courteous and kind and thank them for
their interest. You could say:
1. "Thank you for calling Hotel Innovative. We hope to serve you soon! Goodbye."
Wait for the guest to hang up the phone first and then record the reason for the turnaway in
the hotel data tracking system.
CULTURAL INSIGHT
Respect Your Guest s' T ime
American culture puts a lot of emphasis on time. The best and often easiest way to show
respect to most guests is to respect their time. Most guests want check-in to be quick and
easy. They may become irritated if it isn't. For example, when the guest arrives, their room,
room key, and paperwork should be ready for them to sign. Good hotels can perform typical
check-ins in less than a minute.
Another way of respecting the guest's time is to give them an estimate. For example, if a
guest calls the front desk with a complaint or a request for a particular service, you should
do it as soon as possible. If completing the customer's request will take longer than thirty
seconds, give them an estimate for completion time. This respects the guest's time because
they will know when their request will be completed and can do other things in the
meantime.
LESSON NOTES

#12
Departure Etiquette in the Hotel
Restaurant
CONTENTS
2 English
2 Vocabulary
3 Sample Sentences
4 Grammar
6 Cultural Insight
# 12
ENGLISH
1. GUEST: Check, please!
2. WAITRESS: Certainly, sir. Will there be anything else for you this evening?
4. WAITRESS: (retrieves check) Here's the check, sir. We take all major credit
cards. And I'll be your cashier when you're ready.
5. (Waitress leaves)
6. GUEST: We're ready.
7. (Waitress returns)
8. WAITRESS: Excellent, sir. Please be aware that both tip and tax are included in
your bill.
9. GUEST: Okay.
10. WAITRESS: We hope you had a wonderful evening and we look forward to
serving you soon.
11. GUEST: Thank you.
12. WAITRESS: Have a nice night.
VOCABULARY
notice of amount owed at a

check restaurant noun
ENGLI S HCLAS S 101.COM HOS PI T ALI T Y ENGLI S H FOR HOT ELS S 1 #12 - DEPART URE ET I QUET T E I N T HE HOT EL RES T AURANT 2
clerk, person who receives
money and gives change at
cashier
a hotel, restaurant, or other
business
major big, very important adjective
to help, to attend to, to work

to serve for verb
wonderful extremely good, amaz ing adjective
nice pleasant; enjoyable adjective
tip extra money paid for service noun
a card used to purchase

credit card things on credit noun
compulsory contribution to
tax state revenue noun

SAMPLE SENTENCES
"Check, please!" "Please take this to the cashier."
"It was a major operation." "The festival is a major event for the small
town."
"Good evening ma'am. How may I serve "We had a wonderful time on our
you?" honeymoon."
"The museum has many wonderful works "It was a very nice performance—I enjoyed
of art." it."
"You are not a very nice person." "The tip was left on the table."
"I'll pay for it with my credit card." "Taxes are due this month!"
"His test results were excellent."
"Check, please"
The phrase "check please" is frequently used in restaurants. This is what most guests at
restaurants say when they are ready to pay the bill. Technically, this is a fragmented
sentence which means that there is no verb. However, the verb here is inferred, which means
that even though it isn't said it is practically understood. The phrase "check please" means
"please bring me the check."
"major cr edit car ds"
The phrase "major credit cards" is one that is frequently used when talking about the four
largest credit card companies in the world, which are Visa, MasterCard, American Express,
and Discover Card. There are many other credit card companies. However, these credit card
companies are accepted at most hotels because they are so common.
GRAMMAR
T he Focus of t his Lesson is Rest aur ant Guest Depar t ur e Et iquet t e
When working in a hotel restaurant, you are often the most expensive restaurant in the
vicinity. Because of this, your service must be the best in the vicinity or people will not want to
eat at your restaurant. The same goes for general hotel staff. If your hotel is expensive, but
your service is excellent, then people tend to feel that the extra price is worth it.
St ep 1: Set t ling t he Bill
Rest aur ant
When a guest is ready to leave, they will signal to the waiter or host. They can do this in any
number of ways. For example, the could call to they host and say:
1. "Check please."
...or they could simply make eye contact with the waiter and subtly point toward their table.
Either way, the waiter should be aware that the guest is finishing their meal and ready to
settle the bill as quickly as possible. At a hotel, this is usually done with a debit or credit card
but cash, cheques, or charging to the room are also common. Often a customer feedback
card is placed near the guest while they review their bill.
Hot el
Settling the bill a hotel is much the same, except that the guest usually comes to the front
desk to check out and pay the bill. There will often be a small stack of feedback cards on the
front desk and the agent will mention them in conversation. Personal hotel bills are almost
always paid for by debit or credit card.
St ep 2 : Helping t he Guest Leave
Rest aur ant
After the bill has been settled, it is important for the waiter to remain ready to serve the guest.
Some examples are:
Pull chair back: The waiter could wait nearby while the guests prepares to leave. When the
guest starts to get up, the waiter would pull back the chair to help the guest stand up.
Check for personal belongings: As the guests are leaving the table, the waiter or host could
quickly check around the table for any personal belongings that the guest or guests might
have left behind.
If something has been left behind, do not pick it up. Politely and discreetly draw the guest's
attention to the table. For example, you could get their attention by quietly saying, "Sir?" or
"Ma'am?"
Once you have their attention, you could say:
1. "I believe you might have left something at the table."
And let them go pick it up.
Thank them for dining at your restaurant: Usually the waiter or host accompanies the guest
to the door and thanks them for dining at your restaurant. The waiter or host might say
something like:
1. "Thank you for dining with us at Restaurant Innovative. We hope to see you again
soon."
Conversely, if you are a hotel front desk clerk and the guest has just checked out, you could
thank them for staying at your hotel and have one of the bellhops accompany the guest to
the door. You could say:
1. "Thank you for staying at Hotel Innovative. We look forward to seeing you again.
Charles, could you show Mrs. Smith to her car?"
CULTURAL INSIGHT
Saying Goodbye Dur ing Small T alk
For many people, small talk is just what you do while you wait for something else to happen.
This may be true practically, however, if the person you're talking to feels like that is the case,
then this next step will help you master making small talk.
Saying goodbye after making small talk can sometimes be difficult. In a hotel, you've
probably shown your guests to their room and now it's time for you to leave. One very useful
phrase for saying goodbye in this situation is:
1. "It's been great talking to you."
This phrase shows that you enjoyed talking to the person and that it wasn't simply "your
job." This makes the guest feel important, which is what every hotelier should want. If, in our
example, you're showing the guest of the room for the first time you could quickly say:
1. "I hope you have a wonderful stay here at Hotel Innovative."
If the person is checking out, you could alter these two phrases into the past tense just
slightly. For example:
1. "It's been great having you with us. We hope you had a wonderful stay here at Hotel
Innovative."
LESSON NOTES

#13
Expressing Concern for a Guest
CONTENTS
2 English
2 Vocabulary
3 Sample Sentences
4 Grammar
6 Cultural Insight
# 13
ENGLISH
1. LIFEGUARD: Are you alright, sir?
2. GUEST: I'm not sure.
3. LIFEGUARD: Are you feeling okay?
4. GUEST: Not exactly. I was just swimming and I started to feel weak.
5. LIFEGUARD: Would you like me to call a doctor?
6. GUEST: I don't think so. I'll just rest here for a few minutes.
7. LIFEGUARD: I hope you didn't hurt yourself.
8. GUEST: I don't think so. I was just swimming and started to feel a little
short of breath.
9. LIFEGUARD: And weak?
10. GUEST: Right...and weak.
11. LIFEGUARD: Well, I hope you are better now.
12. GUEST: Thank you for your attention.
VOCABULARY
unable to breath in enough

short of breath air, winded phrase
superior, preferable to
better something else
ENGLI S HCLAS S 101.COM HOS PI T ALI T Y ENGLI S H FOR HOT ELS S 1 #13 - EXPRES S I NG CONCERN FOR A GUES T 2
okay; to one's liking;
all right adjective
acceptable
to move through water by

swim moving your arms and legs verb
start to begin doing something verb
person who treats ill or sick

doctor people and who is trained in noun
it
weak not strong, lacking strength adjective
to hurt feel physical pain verb
attention interest, awareness noun
yourself object form of "you"
SAMPLE SENTENCES
I'm feeling a little short of breath. This restaurant is much better than the
last one.
Is everything all right? Their children like to swim in the

swimming pool every summer.
He quit drinking and started exercising. She's studying to become a doctor.
I'm feeling a little weak. I don't think I'm hurt.
Her attention was not focused on the The painting drew my attention.
matter at hand.
You did all of this yourself?
"shor t of br eat h"
The phrase "short of breath" roughly means "not getting enough air." Usually a person is
"short of breath" because of physical activity, like running or working out. The phrase "short
of" gives the idea of "not enough of" and this makes sense as people who are working out are
usually breathing very hard. Let's hear that one time slowly,
"would you"
The phrase "would you" is used to ask questions about preference or ability. For example:
1. "Would you like to tango?"
...this question uses "would you" to ask about the person's desire to dance the tango.
The most important thing here, however, is the pronunciation. In casual conversation,
"would you" is often pronounced "woul'jew." However, in profesisonal contexts, like a hotel, it
should be pronounced "would you," with the two words remaining separate. It might help to
pronounce the word "would" completely just as you would the word "wood" which is what
trees are made of.
GRAMMAR
T he Focus of t his Lesson is Expr essing Concer n
In the dialogue, the lifeguard expressed concern for the hotel guest. This is both a kind thing
to do as well as beneficial to your career.
Expr essions of Concer n
There are many phrases you can use to express your concern. These phrases are very
common and very polite.
1: "Ar e you okay? "
This phrase is used when you have moderate concern for a person's wellbeing. They may
look sick or otherwise not well.
2 : "Is ever yt hing alr ight ? "
This is used when something doesn't seem to be correct. For example, the person may seem
worried or confused. The word "alright" when spoken is usually written as one word.
However, when used in official or formal writing, it should be written as two words, "all" and
"right."
3 : "Ar e you feeling okay? "
This phrase is used when you think the person isn't feeling well. They may seem sad, angry,
irritated, or sick.
4 : "Would you like t o see t he doct or ? "
You can use this phrase if you think the person may want to see a doctor, is injured, or is
otherwise unwell.
T ips
Remember, as a hotel staff member, you should always address the guests by either their
names or as "sir" or "ma'am." If you know their name, you should say something like:
1. "Are you feeling okay, Mr. Parker?"
OR
1. "Is everything alright, Mrs. Swan?"
Possible Responses
Each of these expressions of concern may be responded to in many ways. For example, if the
individual is well, they will probably respond with:
1. "Yes, I'm fine. Thank you."
...but if they are not well they may respond with:
1. "I'm not sure."
OR, more directly:
1. "No, I'm not."
CULTURAL INSIGHT
Small T alk: T he Per sonal "Bubble"
Americans often refer to a "personal bubble" or "my bubble," which is a comical way of
referring to the space around each individual. Americans, in general, prefer to have about
two feet of space between them and any other people. If the person is a friend, then maybe a
little closer. If a person is a stranger, maybe a little farther.
In the dialogue, one of the guests at the hotel was not feeling well while at the pool. The
lifeguard came over to check on the guest. The lifeguard was concerned for the guest and
therefore came close to the guest. However, she probably still remained outside of that
"personal bubble."
LESSON NOTES

#14
Housekeeping When Guests are
Present
CONTENTS
2 English
2 Vocabulary
3 Sample Sentences
4 Grammar
6 Cultural Insight
# 14
ENGLISH
1. (three knocks on door)
2. MAID: Housekeeping.
3. (guest opens the door)
4. GUEST: Well hello!
5. MAID: Good afternoon Mr. Banks.
6. GUEST: Good afternoon.
7. MAID: How may I be of service?
8. GUEST: The room service brought us lunch and when I picked up the tray, a
corner broke off and the food fell on the bed and floor.
9. MAID: Oh dear! I apologiz e for that, sir, and will inform room service about
it.
10. GUEST: Thank you. For now, though, I mostly need the bed to be cleaned.
11. MAID: I will take care of that for you, sir. I will need about 10 minutes to
change the bed sheets and clean the floor.
VOCABULARY
cleaning of rooms in a hotel

housekeeping or house noun
past conjugation and past

brought participle of “bring” verb
ENGLI S HCLAS S 101.COM HOS PI T ALI T Y ENGLI S H FOR HOT ELS S 1 #14 - HOUS EKEEPI NG WHEN GUES T S ARE PRES ENT 2
to pick up to lift verb
express regret for something

apologiz e that one has done wrong verb
broke past tense of break verb
tell, give information to,

to inform communicate something to verb
female whose job it is to

maid clean the house and do noun
housework
large big, of great siz e adjective
the surface of a room where

floor people walk and furniture is noun
placed
bed linen, single piece of

sheet cloth that covers a bed noun
SAMPLE SENTENCES
Housekeeping! I'm here to clean your Have you brought the things I asked for?
room.
You need to pick up that plate. I apologiz e for interrupting you like this
but it’s important.
My shoelace broke! We need to inform her supervisor.
I want to hire a maid to help us with our That is a very large refrigerator.
cleaning.
Could you sweep the floor, please? The bed sheets were red.
"I apologiz e for t hat , sir ." (not "I apologiz e, sir , for t hat .")
The phrase "I apologiz e for that, sir" is a polite phrase that can be used in many situations.
The pronunciation is important with this phrase. The largest emphasis should be on the "pol"
of "apologiz e."
"Is t hat alr ight ? "
The word "alright" has a few different meanings. In the dialogue, the meaning is roughly
"okay" or "satisfactory." The lifeguard asks the guest if they are feeling "okay."
Many people still believe that "alright" spelled as one word "a-l-r-i-g-h-t" is wrong and that it
should always be spelled as two words "all" as "a-l-l" and "right" as "r-i-g-h-t." Casual
writing allows spelling "alright" as one word. However, in formal writing, as will most often be
the case at a hotel, it is probably better to write it as two words "all" "right."
GRAMMAR
T he Focus of t his Lesson is How t o Per for m Housekeeping When t he Guest s ar e

Pr esent
In the dialogue, the guest requests that the housekeeper clean while they are still in the room.
This can sometimes be awkward. However, there are a few simple steps that will help make
this an easy experience.
Phase 1: Ent er ing t he Guest 's Room
1. The cleaner should knock on the door. Most hotels specify how many times you should
knock. Usually, it is three times. As soon as you have finished knocking, say:
1. "Housekeeping."
This step is so common you even see it in movies. The word "housekeeping" refers to the
people who keep a house clean, or in this case, the hotel.
2. Usually, Americans answer the door quickly, but if they don't they usually say something
like:
1. "Just a minute."
OR
1. "I'll be right there."
If you hear that, wait until they open the door. If they don't answer the door and you don't
hear a response, you can open the door. However, most hotels specify that you wait for one
to two minutes before opening the door yourself. A good tip is to open the door slowly while
knocking and saying "housekeeping" again.
Phase 2 : Gr eet ing t he Guest
When you see the guest, greet appropriately according to the time of day by saying:
1. "Good morning."
2. "Good afternoon."
3. "Good evening."
...respectively. It's often good to add the phrase's corresponding polite form of address and
the phrase "How are you?" For example:
1. "Good morning, sir. How are you?"
OR
1. "Good afternoon, ma'am. How are you?"
Phase 3 : Per for ming Ser vice
After waiting for their response, you should ask them what they need. You could say:
1. "How may I help you?"
OR
1. "How may I be of service?"
You probably shouldn't ask:
1. "What do you need?"
...as that is very direct and can be seen as impolite.
As the guest is explaining, be sure to not interrupt them, even with questions. If you have a
question, wait until they are finished explaining and then ask.
Once you have understood the instructions, tell the guest what you are going to do and give
them a timeframe. For example, in the dialogue:
1. "I will need about ten minutes to change the bed sheets and clean the floor."
CULTURAL INSIGHT
Small T alk: Amer icans Don't Like Silence
In social situations, Americans have a tendency to dislike silence. So much so that, if any
silence occurs during a conversation, the parties involved often become uncomfortable and
nervous.
To avoid this, Americans have developed smalltalk. All cultures and languages have small
talk, and in that sense Americans are not unique. However, with Americans, these "awkward
silences" are strenuously avoided. Many Americans have jokes or comments that are only
used if one of these awkward silences appears.
If one of these awkward silences happens while at hotel, it's a good idea to have a simple
comment ready. Whenever an awkward silence happens, you could comment on the
weather. For example:
1. "The rain sure is strong this afternoon."
Usually, the guest will quickly pick up the comment and say something about the weather
also, such as:
1. "I know. It's beautiful."
Then, just continue your conversation as before.
LESSON NOTES

#15
Taking A Beverage Order at a Hotel
Restaurant
CONTENTS
2 English
2 Vocabulary
3 Sample Sentences
4 Grammar
5 Cultural Insight
# 15
ENGLISH
1. WAITRESS: Would you like anything to drink, sir?
2. GUEST: I would.
3. WAITRESS: Are you ready to order or would you like to look at a menu?
4. GUEST: The beverage menu would be nice, thank you.
5. WAITRESS: Certainly, sir. Here is your beverage menu.
6. (pause)
7. GUEST: I would like an Australian Shiraz red wine, please.
8. WAITRESS: Of course, sir. Anything to eat, sir?
9. GUEST: I believe a lightly peppered steak would go well with it.
10. WAITRESS: That sounds like an excellent choice.
VOCABULARY
to swallow liquid in the

drink mouth verb
list of dishes that can be

menu ordered noun
beverage a drink noun
a category of alcoholic
red wine drinks made from dark noun
grapes
ENGLI S HCLAS S 101.COM HOS PI T ALI T Y ENGLI S H FOR HOT ELS S 1 #15 - T AKI NG A BEVERAGE ORDER AT A HOT EL RES T AURANT 2
a specific type of red wine
Australian Shiraz noun
made from black grapes
steak large piece of beef noun
act of deciding between two

choice or more options noun
lightly with care, gently adverb
SAMPLE SENTENCES
You should drink a lot of water. Excuse me. Waiter, can we have a menu?
What kind of beverages do you have at I prefer red wine to white wine.
your restaurant?
I've never had Australian Shiraz . I'm not in the mood for steak.
It was her choice in the end. They had a choice between the fish and
the chicken.
The fish fillets are lightly battered and then grilled to perfection.
"Aust r alian Shir az r ed wine"
The phrase "Australian Shiraz red wine" refers to a type of red wine called Shiraz that is
produced in Australia. Shiraz originally comes from France but probably the form that is
most well-known in the US is the Australian Shiraz . It is commonly ordered at restaurants
and hotels.
Shiraz is sometimes referred to as a "man's" wine because the flavor is so robust. Add to
that the flavor naturally going well with steak and other red meat dishes, and its "manly"
image is difficult to avoid.
"bever age menu"
The phrase "beverage menu" means a menu that has beverages. A "beverage" is something
you drink, such as water, beer, wine, or sodas. Hotels and restaurants usually have a
separate beverage menu for the alcoholic drinks they offer while non-alcoholic beverages,
such as juice and soda, are usually on the main menu. There are two ways to pronounce
"beverage." First, you could pronounce each syllable clearly. For example, "beverage."
Or you could say it in the more neutral American way which omits the second "e." For
example, "bevridge."
Both are correct and acceptable. However, the full pronunciation of each syllable can sound
more polite and therefore it is recommended.
GRAMMAR
T he Focus of t his Lesson is T aking a Wine or Bever age Or der at a Hot el

Rest aur ant
Most Americans enjoy drinking something with their meals and at a restaurant it is no
different. In the United States, the most common types of beverages ordered at restaurants
are wines, beers, sodas, and water. In general, there are a few steps to taking a beverage
order. First is to recommend any special drinks or cocktails; second, take the order, and,
third, confirm the order.
St ep 1: Recommending Special Dr inks or Cockt ails
When a guest first arrives, seat them and then ask:
1. "Are you ready to order or would you like to look at a menu?"
Sometimes, waiters and waitresses seat their guests and then walk away assuming the
guests will take some time to look at the menu. However, asking this question can make the
guest's stay more pleasant.
After your guests have responded, you should tell them of any special drinks or cocktails. If
they have requested a menu, hand it to them. You could say:
1. "Today, our drink specials include a dry martini and a sample of Australian Shiraz
2005."
...as you hand each guest a menu.
Depending on your manager, you may give more information. For example, your manager
may want you to say the ingredients of each special drink. However, giving drink prices is
generally discouraged unless the guest asks for the price.
St ep 2 : T aking t he Or der
When your guests are ready to order, approach the guest and begin taking their order by
saying:
1. "Excuse me, ma'am*. May I take your order?"
*Be aware that is generally considered proper to take orders from women first, then men, and
the host last, if there is one. However, if the guests direct you to order from anyone first, then
you should begin as instructed.
When ordering, the guest may say something like:
1. "I'd like a gin and tonic."
OR
1. "A Trinity cocktail for me."
Remember to face the guest you are taking an order from and to look at them while they are
ordering.
St ep 3 : Confir ming t he Or der
When the guest has finished ordering, repeat the order to make sure you understood and
wrote it down correctly. You could say:
1. "Yes, ma'am. That's a vodka tonic on the rocks."
OR
1. "And for the gentleman, a scotch and soda."
Be sure they confirm what you have said in some way. It's customary, but not necessary, that
the guest smile and nod their head to confirm.
CULTURAL INSIGHT
Some T ips for Small T alk
In the last few lessons, we talked about things you should do while making small talk. In this
lesson, we'll look at three things you should do before you start making small talk.
First, some people won't want to talk. Sometimes they are tired, sometimes they are thinking
about something important, sometimes they are just talking on the phone. For these and
many other reasons, a guest at a hotel may not want to talk or hold a conversation. Be aware
of their body language. For example, when Americans fold their arms in front of them across
their chest, they usually don't want to talk.
Second, be aware of what's going on in the news. You don't have to know everything, but
being aware of recent news can be very useful when making small talk. For example, if the
Super Bowl has happened recently, you could comment about it by saying something like:
1. "Did you enjoy the Super Bowl?"
Third, always be respectful. Always treat your guests with respect, but in small talk this is
especially important. American culture has a tendency to move from formal to casual very
quickly and, outside of work, this is very normal as many Americans dislike formality.
However, as a professional, practice being able to maintain professional language even if the
guest is not. For example, if the guest greets you with:
1. "What's up?"
You could appropriately respond by smiling and saying:
1. "Not much. How are you, sir?"
...or even just:
1. "How are you, sir?"
LESSON NOTES

#16
Taking a Reservation
CONTENTS
2 English
2 Vocabulary
3 Sample Sentences
4 Grammar
6 Cultural Insight
# 16
ENGLISH
1. FRONT DESK: Hello, this is Hotel Innovative. How may I help you?
2. CALLER: Hi, I would like to make a reservation.
3. FRONT DESK: I can help you with that. When do you plan to stay at our hotel?
4. CALLER: The 3rd week of September.
5. FRONT DESK: Excellent. We have three types of rooms available here at the hotel;
the Executive Suite is $139 per night, the Deluxe Suite which is
$109 per night, and the Deluxe King which is $89 per night. Which
would you prefer?
6. CALLER: I believe the Deluxe Suite would best suit my needs.
7. FRONT DESK: While I check the availability, allow me to explain the facilities of the
hotel.
8. CALLER: Okay.
9. FRONT DESK: Our amenities include room service, a pool, and a continental
breakfast. We also have an indoor fitness room, HD televisions in
every room, free Wi-Fi, and free transportation to and from the local
airport.
10. CALLER: Do you have a microwave in each room?
11. FRONT DESK: Many of our rooms do, but some do not. Would you like to reserve a
room with a microwave?
12. CALLER: Yes, please.
VOCABULARY
ENGLI S HCLAS S 101.COM HOS PI T ALI T Y ENGLI S H FOR HOT ELS S 1 #16 - T AKI NG A RES ERVAT I ON 2

reservation restaurant, a hotel room, a noun
ticket and so on
extra feature of a hotel or

amenity place, frequently used in the noun
plural form
acceptable level of quality,

standard normal adjective
fitness health noun
breakfast typically of breads,

continental breakfast juices, and jams phrase
a way to network computers

Wi-Fi without a network cable noun
reserve retain or hold for someone verb
a cooking oven that uses

microwave microwaves noun
SAMPLE SENTENCES
"I made a reservation at the hotel." What kind of amenities does that hotel
have?
A standard brand is good enough for our Smart phones have more features than
needs. standard cell phones.
"Fitness is very important to me." We offer a continental breakfast.
I get Wi-Fi here. Could you reserve a room for us?
Microwave is short for microwave oven.
"I can help you wit h t hat "
The phrase "I can help you with that" is a common phrase in the hotel industry. This is a
polite way to both answer and reassure the guest that their request or complaint will be
addressed.
"r oom ser vice"
The phrase "room service" refers specifically to hotels. It's a type of service where guests can
order food and drink and have it brought directly to their rooms. Most hotels offer room
service and in almost all cases, room service is an extra charge.
Room service is provided by the hotel restaurant and is different from delivery from a
restaurant outside of the hotel.
GRAMMAR
T he Focus of t his Lesson is T aking a Reser vat ion
Taking reservations at a hotel is very easy. An important guideline is that the front desk picks
up the phone within three rings. Then the front desk, while smiling and speaking in a happy
tone of voice, says something like:
1. "Good morning this is (hotel X). How may I help you?"
They then wait for the customer's response, which would probably be something like:
1. "Hi, I would like to make a reservation."
The front desk then asks about the dates by saying something like:
1. "I can help you with that. When do you plan to stay at our hotel?"
The customer then gives that information and the front desk worker writes down these
details on the reservation form. After the guest supplies that information, the front desk
worker tells the guest about the room categories available. For example,
1. "Mr. X. We have 3 categories of rooms available. The Executive Suite which is X per
night, the Deluxe Suite which is X per night, and the Deluxe King which is X per
night. Which would you prefer?"
The front desk politely waits for the customer to respond, and then says something like,
1. "While I check the availability, allow me to explain the facilities of the hotel."
And then they explain the hotels facilities and amenities. For example:
1. "We have a 24-hour coffee shop where the complimentary breakfast is served, a
fitness center with Sauna and Steam."
Returning to the availability, the front desk then says:
1. "We do have rooms available on those dates."
After the customer provides this information, the front desk agent then asks a series of
questions such as:
1. "Could I have the name of the guest for whom the reservation has to be made?"
AND
1. "May I add your email address to the reservation?"
AND
1. "Would you like us to pick you up at the airport?"
Also, be sure to write down any special requirement like siz e of the bed, special foods, etc.
When the subject of billing comes up, the front desk asks:
1. "How do you plan to settle the bill?"
If the caller says the guest is paying by cash, insist on credit card details or cash advance
by saying:
1. "The booking is not confirmed unless guaranteed by credit card."
Once the front desk has the credit card details, they give the reservation confirmation
number to the guest by saying:
1. "I've reserved your room for the 5th of May. Your confirmation number is 8493201.
Will there be anything else?"
Those are the basics of taking a reservation. We'll look at some variations and other details
in future lessons.
CULTURAL INSIGHT
Hot el Amenit ies
Every hotel offers a different set of amenities. Amenities are the services that hotel customers
find useful or desirable. For example, most hotels have a pool because many guests enjoy
swimming while at hotels. Other amenities include continental breakfasts, fitness rooms, free
Internet, room service, and a restaurant.
Many amenities are included with the night stay. However, each hotel is different and will
have different rules about their amenities. For example, most hotels allow free use of the pool
to all guests but some hotels don't allow it.
LESSON NOTES

#17
Guest Interaction: Dos and Don'ts
CONTENTS
2 English
2 Vocabulary
3 Sample Sentences
4 Grammar
5 Cultural Insight
# 17
ENGLISH
1. GUEST: I have a few questions about the food served at your hotel.
2. FRONT DESK: Yes, sir. What would you like to know?
3. GUEST: My family and I are on a special diet so, first, I'd like to know more
about your continental breakfast.
4. FRONT DESK: Yes, sir. Our continental breakfast has food from all around the
world including croissants, bagels, coffee, and waffles. We also
offer breakfast cereals, fruits, and salads.
5. GUEST: Do you have any kosher or vegan foods?
6. FRONT DESK: We do! All of them are clearly labeled, as well.
7. GUEST: What kind of fruits are available?
8. FRONT DESK: It depends, but we usually have apples, bananas, and oranges with
some seasonal fruit as well.
VOCABULARY
a diet that is different from

special diet the usual phrase
breakfast typically of breads,

continental breakfast juices, and jams phrase
fruit that is only available

seasonal fruit during a specific season phrase
a breakfast food that is

breakfast cereal usually made from grain phrase
and eaten with milk
ENGLI S HCLAS S 101.COM HOS PI T ALI T Y ENGLI S H FOR HOT ELS S 1 #17 - GUES T I NT ERACT I ON: DOS AND DON'T S 2
present something to
offer verb
someone
small, circular pancake with

waffle a unique format noun
available not busy, easy to get or use adjective
a person who eats nothing

vegan that comes from an animal noun
to label to affix a label to something verb
food permitted by Jewish

kosher law adjective
SAMPLE SENTENCES
My son is on a special diet. We offer a continental breakfast.
We always have the best seasonal fruit What kind of breakfast cereal would you
available. prefer?
May I offer you a drink? Waffles are my favorite.
"The room was available, but only for a "Solar power is the world's most available
short while." energy source."
My aunt was a vegan for almost 5 years. It is important to label everything properly.
You need to make sure that all the food is kosher.
"clear ly labeled"
In the dialogue, the phrase "clearly labeled" means that the food has been labeled in a clear
way or in a way that you can easily and clearly see. The pronunciation here can be difficult.
The most difficult part can be the "-rly" of "clearly" followed by the "lay" of "labeled." There
are four "Ls" and an "r" mixed in between these two words. Our tip is that the "bel" of
"labeled" is spelled "b-e-l" but is pronounced "bl." So, "labeled" is not correct, but "labled" is
correct.
"special diet "
The phrase "special diet" refers to a diet that is different from the usual. The term "special
diet" is a generic term that can be used for any diet. For example, a guest might have a child
on the "autism diet" which is gluten-free, casein-free, and soy-free. But the guest probably
doesn't want to tell you all of those details so they just say, "special diet."
Even if the guest tells you the type of diet they are on, you should protect their privacy and
not specify the type of diet when speaking to other people unless it is necessary. The phrase
"special diet" is excellent for these situations.
GRAMMAR
T he Focus of t his Lesson is Dos and Don't s When Int er act ing Wit h Guest s
When interacting with guests at any time, there are certain things you should always be
aware of and remember.
T hings you Should Always Do
1. Always smile. When greeting a guest, walking past a guest, or talking to a guest.
Smile. No matter what hotel manual, customer service handbook, or general people
skill training you see, smiling is the most practical and beneficial thing to do.
2. Always establish and maintain eye contact. And smile.
3. If a guest asks for directions to a place within the hotel, always guide them to the
desired local. You could say...
"It's just over here."
...and then walk with them.
4. If the guest asks for directions to a place outside of the hotel, direct them to the front
desk by saying something like:
"Please check at the front desk, they have maps, guides, and Internet access for
your assistance."
5. Whenever possible, address both guests and co-workers by name. For example:
"Alex, could you help Mrs. Smith with her bags?"
6. If you perform a special service for a guest, such as clean their room or help them
with their bags, always follow up with them personally. You could ask:
"How is the room, sir?"
OR
"Was everything put to your satisfaction, ma'am?"
7. When guests are giving you instructions or registering a complaint with you, listen
carefully and write down the details if necessary.
8. In tense situations, remain calm.
T hings you Should Never Do
1. Never interrupt or insult a guest. This includes things like:

"Ma'am, you are completely wrong."
2. Even if they are wrong, NEVER say that. Listen to them and try to resolve the problem.
3. Never argue with a guest. To argue means to angrily contradict or oppose what
someone else is saying.
4. Never discriminate against anyone for any reason. You could get fired for it.
5. Never speak to a guest with an angry, hateful, or hostile tone of voice.
6. Never promise to do something you need permission for. Instead, say:

"Let me check with the manager."
And then, if the manager says, "Yes." you may perform the service the guest
requested.
Instead, you may offer an alternative to the guest for which you don't need
permission. For example, you could say...
"I'm sorry but that will not be possible. However we could try..."
...and then insert your idea that you could try.
CULTURAL INSIGHT
Special
Diet s
Since the late 1900s, there has been a large increase in the number of Americans with special
dietary needs. These special diets are often caused by food allergies such as a peanut or fish
allergy. They can also be by choice in the case of vegetarianism or veganism.
As the typical American diet has degenerated into processed foods and empty calories, the
number and variety of digestive disorders has sky-rocketed. Hotels and restaurants are very
aware of this and often have extra menus for foods they provide which are permitted by the
more common special diets. For example, most restaurants in the USA have at least a few
"gluten-free" dishes if not an entire gluten-free menu.
LESSON NOTES

#18
Guest Registration
CONTENTS
2 English
2 Vocabulary
3 Sample Sentences
4 Grammar
6 Cultural Insight
# 18
ENGLISH
1. FRONT DESK: Good evening, Ms...?
2. GUEST: Johnson.
3. FRONT DESK: Thank you very much. And may I have your first name?
4. GUEST: Linda.
5. FRONT DESK: Excellent, thank you. Your room is ready as per your instructions. Is
there anything else you need?
6. GUEST: Yes. I would like a local newspaper delivered to my room in the

morning.
7. FRONT DESK: Certainly, ma'am.
8. GUEST: As well as dry cleaning arranged.
9. FRONT DESK: Of course, ma'am. Alex, our bellhop, will show you to your room.
You can give him your dry cleaning or call the front desk and we
can send someone to pick it up later.
VOCABULARY
specification, direction,
instruction order noun

in a different way or place;

else additionally adverb
newspaper printed version of the news noun
ENGLI S HCLAS S 101.COM HOS PI T ALI T Y ENGLI S H FOR HOT ELS S 1 #18 - GUES T REGI S T RAT I ON 2
to clean something without
to dry clean verb
water
formally hand over

deliver something verb
arrange organiz e, give order verb
the main area at a hotel for

front desk the administration of noun
services
to pick up to lift verb
hotel staff that carries guest

bellhop luggage and performs other noun
services
SAMPLE SENTENCES
My instructions were clear. "His test results were excellent."
What else do you have to do tonight? Could you hand me the newspaper?
Could you take this to be dry cleaned? The products need to be delivered on
time.
"I need to arrange my things." Just call the front desk!
You need to pick up that plate. The bellhop will show you to your room.
"Ms....? "
In the dialogue, the front desk agent used the term "Ms." as a polite form of address for the
female guest. In English, there are three main ways to address a woman but each one is
slightly different.
First, we have the word "Mrs." this is used to address a married woman. As a front desk
agent, you should only use "Mrs." if you know for certain that the woman you're talking to is
legally married. Some unmarried women become offended when they are dressed with
"Mrs."
Second, we have the term "Miss." This form of address is used when you're talking to young
women who are not married. If you address a woman who is married as "Miss," she may get
offended.
Third, we have the term "Ms." this term can be used with any female. As you may have
guessed, this is the safest form of address to use with women as it is difficult to be wrong.
But you shouldn't just avoid the other two forms of address. Just be careful and know what
you're saying.
"As per your r eser vat ion (inst r uct ions)"
The phrase "as per your reservation" refers to special instructions that were given at the time
the guest made the reservation for the hotel room. Whenever reservation is made, the guest
may give special instructions. For example, the guest may request a wake-up call early the
next morning as well as specify what type of room service they want to be delivered and what
time.
The key to this phrase is the first two words "as per." This means "according to." However, in
a professional situation, often the phrase "as per" is preferred because it sounds more polite
and more intelligent.
GRAMMAR
T he Focus of t his Lesson is t he Guest Regist r at ion Pr ocess
Check-in is one of the most important parts of a guest's stay at a hotel. It is often the first
time the guest has entered that specific hotel and almost certainly the first time the guest
and front desk agent have ever met. For those reasons, the utmost in politeness and
hospitality should always be maintained.
There are a few steps for checking a guest in smoothly. Every hotel is different and has
peculiarities in their processes. However, the steps we outline here are used in almost all
hotels with slight variation.
St ep 1
When a guest arrives at a hotel, the front desk agent should greet the guest according to the
time of day, using:
1. "Good morning."
2. "Good evening." OR
3. "Good night."
Then ask for the guest's name by saying:
1. "May I have your name, please?"
St ep 2
Look up the guest's name in the hotel registry. The hotel registry may be a computeriz ed
program or file folders. Be familiar with it so you can help the guest quickly.
St ep 3
Next, hand them the registration information. This may be a card or a computer printout. As
you hand them the registration information, say:
1. "Does everything look correct, Ms. Smith."
St ep 4
After they confirm the information, request proof of identification through a photo ID, such as
an American driver's license or a passport. Request this by saying:
1. "May I seem some photo ID?"
If the guest is not a native of the country where your hotel is located, you will need their
passport and visa information. In most countries, this information must be in the hotel
registration by law.
St ep 5
After this, ask that the guest put their signature on the registration information by saying:
1. "If everything is agreeable to you ma'am, could you please sign here?"
While they are signing, make a copy of the photo ID or scan it to a computer to include it in
the registration information.
St ep 6
Request that the guest be shown to their room.
CULTURAL INSIGHT
T aking Car e of t he Cust omer
An important attribute of a good hotelier is that they demonstrate concern for the guest. In
particular, every hotelier should show concern for and be respectful of the guest's time and
needs. For example, if the guest requests a service that includes extra amenities or services,
it would be courteous of you to mention the other services as well. You could say:
1. "Booking one of our Deluxe rooms also includes free lunches at the hotel restaurant."
Or, if what the guest is requesting will incur an extra charge or take extra time, you should
tell the guest:
1. "Room service will be and extra charge."
OR
1. "That will take about twenty minutes to complete."
LESSON NOTES

#19
Group Check-in
CONTENTS
2 English
2 Vocabulary
3 Sample Sentences
5 Grammar
6 Cultural Insight
# 19
ENGLISH
1. FRONT DESK: Hello, ma'am. Has everyone in your group arrived?
2. GUEST: Yes, finally! Thank you for waiting!
3. FRONT DESK: You're welcome. We have prepared all 17 rooms and we have
ordered the room keys here.
4. GUEST: Is there anything we should sign?
5. FRONT DESK: Yes. Each guest will have to sign our registration form for the room
they will be staying in, and provide picture ID.
6. GUEST: Who do you think we should start with?
7. FRONT DESK: That is completely up to you ma'am, but the registration forms are
in alphabetical order, by last name. That may be the easiest way.
8. GUEST: Excellent.
9. FRONT DESK: The concierge is just over there if you have any questions.
VOCABULARY
arrive to reach a destination verb
prepare to make something ready verb
card or printout with guest's

registration reservation information noun
an identification that
picture ID identifies the individual with phrase
a picture
provide equip or supply verb
ENGLI S HCLAS S 101.COM HOS PI T ALI T Y ENGLI S H FOR HOT ELS S 1 #19 - GROUP CHECK-I N 2
completely thoroughly, entirely adverb
a way of asking for

question information; a problem noun
easiest the most easy adjective
hotel employee who

concierge organiz es activities for hotel noun
guests
succeeding in the same

alphabetical pattern as the alphabet adjective
SAMPLE SENTENCES
They arrived separately, but found each When will you arrive in Paris?
other there.
Could you prepare this for me? He actually prepared the party all by
himself.
"Here is your registration, sir." I will need to see a picture ID, please.
He was provided with enough bottled The concert was completely free, but we
water to fill a swimming pool. had to pay for the drinks.
That was completely pointless: now we've She distracted her friend to ask a
wasted a lot of time. question.
That may be the easiest thing ever heard If you need any help organiz ing your
of. event, please talk to the concierge.
The order is alphabetical.
"pict ur e ID"
The phrase "picture ID" refers to any type of official ID that has a picture on it. In a previous
lesson, we looked at the phrase "photo ID." The two phrases are synonymous.
"Picture IDs" and "Photo IDs" are often requested at hotels because the hotel needs to be
sure that the person they are checking in to the room is the person that made the reservation.
It would be very embarrassing if someone were put into a room that was already occupied.
"up t o you"
The phrase "up to you" means "it's your decision." The idea refers to having some decision
"up in the air" which means that it is undecided. To say that it is "up to you" means that the
decision which is "up in the air" can be made by you.
The pronunciation is interesting as well. The breakdown is...
1. "uhp-too-u"
...but many native English speakers say...
1. "uhp-tuh-u"
...instead of:
1. "uhp-too-u"
Both are common but in a professional setting, it might be better to say:
1. "uhp-too-u"
...because it seems more polite.
The intonation almost always has the emphasis on the "you." For example:
1. "uhp-too-U"
GRAMMAR
T he Focus of t his Lesson is Gr oup Check-ins
Checking in a large group at a hotel can be very daunting. The process is the same as
during an individual check-in but the number of people in the reception area is so large,
there can be quite a bit of noise, confusion, irritation, disagreement, and even discomfort.
Luckily, there are some simple things you can do to prepare for a group that will make the
check in much easier.
Befor e t he Guest s Ar r ive
The key to an easy group check in is to be prepared. For example, you should always check
that the registration paperwork is correct. It's also a good idea to have any paperwork that
will require signatures preprinted and ready for the guests. At the staff meeting, you could
ask something like:
1. "The Smith group is arriving at 3:00 this afternoon. Is the paperwork ready?"
Especially lar ge or impor t ant gr oups:
If the group is especially large, such as in the dialogue, have a special staff meeting before
the group arrives and designate which role each member person will fill. Specify that certain
bellhops be placed exclusively at the front door to help the guests unload their luggage. For
example,
1. "John and Casey, I need you to stay at the front door and help the guests unload."
There could also be further instructions like:
1. "Don't leave the front door until all the guests have entered."
If the group is somehow important, such as a group of foreign dignitaries or the owners of
the hotel, special attention should be given to the orderliness of the reception area.
Registration cards, pens, maps, business cards, etc. should all be carefully placed and
arranged. Any discolored or incorrectly folded items should be removed. Plants should be
watered at least one hour before the guest's arrival but not more than four. Delegation of
tasks like these would sound like this:
1. "Alex, please arrange the front desk carefully. Everything needs to be in exactly the
right place."
AND
1. "Sarah, be sure to water the plants at exactly 1:15."
AND
1. "Charles, please empty the trash cans at exactly 2:30. Also, be sure to use the white*
garbage sacks instead of the black ones."
*White gives the impression of order and cleanliness.
Refr eshment s
As large group check-ins can take much longer than individual check-ins, it's often
customary to serve drinks to the guests while they wait. Consult with the hotel manager and
room service supervisor about details such as quantity, type, timing, and billing. During the
staff meeting, you could ask several questions, such as:
1. "Will we be serving refreshments to the Smith group during check-in?"
To which they will probably respond, "Yes." Then you could ask:
1. "What types of refreshments will we serve?"
At this point, there are many possibilities and the hotel manager will decide what will be
served. Let's suppose the hotel manager authoriz ed assorted fruit juices and peanuts. Then
you could ask:
1. "Should we have those ready early or begin preparing them when the guests arrive?"
CULTURAL INSIGHT
Don't s of t he Fr ont Desk
This dialogue demonstrated the typical check-in of a group. What it didn't show, however, is
things that shouldn't be done at the front desk. We have two tips of things you shouldn't do
at the front desk.
1. Don't say t he guest 's r oom number out loud. This is an important privacy issue. Most
guests don't want other people to know where they are staying. For this reason, many room
don't keys have the room number on them. If the guest loses the key, then it's nearly
impossible for anyone who finds the key to know what door it opens. To help the customer,
you could write the room number down on a small piece of paper. Alternatively, if you
handed them a receipt, you could underline the room number as listed on the receipt.
Along with the room number, you should not say anything so loud that other people can
hear. It can sometimes be difficult to know exactly how loud to talk so that the customer can
easily hear you but so that other people cannot. It's often a good idea to write things down or
point to them instead of saying them out loud.
2 . Don't leave any guest infor mat ion on t he desk or count er for longer t han a few
seconds. This would be things like the reservation registration, any type of ID, credit cards,
etc. This avoids the risk of something being forgotten by the guest or yourself. It's usually
good to hand any item you are giving to the guest directly into their hands.
If the guest leaves something on the desk or counter, get their attention and have them pick
it up. Don't take it to them unless they ask you to.
LESSON NOTES

#20
Apologies and Implied Promises
CONTENTS
2 English
2 Vocabulary
3 Sample Sentences
4 Grammar
5 Cultural Insight
# 20
ENGLISH
1. FRONT DESK: Thank you for holding, ma'am. How may I help you?
2. GUEST: The door to my room doesn't seem to be closing properly. The

hallway seems unusually noisy.
3. FRONT DESK: I'm sorry to hear that, ma'am. I'll have someone go by your room in
a few minutes.
4. GUEST: Also, my television isn't working.
5. FRONT DESK: I'm very sorry to hear that, ma'am. I'll send someone up to check
on that right away.
6. GUEST: And there are no towels in the bathroom.
7. FRONT DESK: I do apologiz e for the inconvenience. I'll have some towels sent to
your room immediately. (pause) Is there anything else you need?
VOCABULARY
waiting to be attended to on
holding a phone call noun
to cause something to be
close covered or sealed verb
properly correctly, satisfactorily
corridor, hall, long

hallway connecting room noun
that which makes a lot of

noisy noise adjective
ENGLI S HCLAS S 101.COM HOS PI T ALI T Y ENGLI S H FOR HOT ELS S 1 #20 - APOLOGI ES AND I MPLI ED PROMI S ES 2
unusually not usually, not common adverb
immediately at once, now, this instant adverb
irritation, something not

inconvenience convenient noun

electronic system with a

television screen to watch moving noun
images
a cloth used for wiping or

towel drying noun
SAMPLE SENTENCES
I have been holding for nearly 20 minutes. The shop closes at midnight.
"I would like to properly thank you." The hallway was long and dark and cold.
This place is so noisy! That is an unusually large package.
I will take care of that immediately. That was quite an inconvenience.
I apologiz e for interrupting you like this Don't forget to turn the television off before
but it’s important. you leave.
I always forget my towel when I go to the beach.
"Seems unusually loud"
The phrase "seems unusually loud" refers to the sound the guest was hearing from outside
the room. Usually, when a hotel room door is closed, it is very difficult to hear sounds from
the outside. The guest called to complain about the noise in the hallway being louder than
normal.
The pronunciation for this phrase can sometimes be difficult. This is often because of the
letter "U" in "unusually" which makes three different sounds, one right after another. First we
have, "uhn" followed by "U" followed by "-oo-."
"I do apologiz e..."
The phrase "I do apologiz e" is a more polite way of saying "I'm sorry." It also has a slightly
different meaning. "I do apologiz e" uses the verb "do" as a kind of auxiliary to "apologiz e."
However, "do" only serves to emphasiz e the apology. It does not perform some of its usual
grammatical functions such as asking questions or helping sentences be past present or
future.
The phrase "I do apologiz e" is usually followed by a conjunction such as "but" or "and." For
example:
1. "I do apologiz e but the manager will not be in until three o'clock."
OR
1. "I do apologiz e and we will have this resolved as soon as possible."
GRAMMAR
T he Focus of t his Lesson is Implied Pr omises
In the dialogue, the front desk agent made many implied promises. An implied promise is
when someone states that they are going to do something, but they do not specifically say "I
promise to..."
And then follow it with their promise. They simply make a statement about what will happen.
For example:
1. "I'll have some towels sent to your room immediately."
Hoteliers, as caretakers of others, are placed in a position of trust relative to the guest. For
example, the front desk agent said:
1. "I'll have someone go by your room in a few minutes."
She did not say "I promise." However, her language is very specific and the guest will expect
someone to be at their room within a few minutes. If that does not happen, the guest may feel
deceived and the hotel front desk agent may be held accountable if the guest complains to
the manager.
To an American, phrases like "in a few minutes," "right away," and "immediately" all imply a
very short period of time; usually five minutes or less.
Our tip here is to not tell the guests you'll have someone there "in a few minutes" unless you
know for sure that it can be done. If you don't know how long it will take, you can tell the
guest you'll talk to someone and get an estimate.
For example, a guest calls and requests the mini-bar be restocked. You're not sure how long
that will take so you say:
1. "I'm not sure how long that will take but, with your permission, I'll consult with the
hotel staff and call you back as soon as I can."
If you tell the guest something will happen and then it doesn't happen within the timeframe
that you told them, the guest may consider that lying and they may complain to your
manager.
If there is some kind of problem you know will delay your response, explain that to the guest.
For example, imagine there is something wrong with the bathtub and the guest calls to
complain. You first apologiz e and then request the guest wait for you to resolve the matter. In
this case, you could say:
1. "I'm sorry sir, but our maintenance specialist is currently busy in another room. I will
get a timeframe from him and call you back as soon as possible."
Alternatively, if the hotel manager allows it, you could transfer the guest to a nearby room.
This way the guest's situation is resolved while you and maintenance can fix the bathtub
without inconveniencing the guest.
CULTURAL INSIGHT
Excellent Phr ases for Apologiz ing
In this dialogue, the front desk agent used several phrases to apologiz e for the
inconveniences the guest was experiencing. There are many ways to do this in English. The
most common way is to say, "I'm sorry..." followed by the reason or the saying you are sorry
about. For example:
1. "I'm sorry. The house is fully booked."
Often, there are opportunities in which you can be more polite to your guests while
apologiz ing. Most often, this happens by adding a word just before "sorry." For example:
1. "I am awfully sorry, sir."
Here the word "awfully" is inserted before "sorry" to emphasiz e their "sorry-ness." You could
also say:
1. "I'm terribly sorry."
LESSON NOTES

#21
Taking Drink Orders at Special
Events
CONTENTS
2 English
2 Vocabulary
3 Sample Sentences
5 Grammar
6 Cultural Insight
# 21
ENGLISH
1. WAITER: Would anyone care to order a drink?
2. GUEST: I'd like an orange blossom, please.
3. WAITER: I'm sorry, ma'am, but that drink is not on the list of free drinks. I can
order it for you, but there will be an extra charge.
4. GUEST: Never mind then. What drinks are on the free list?
5. WAITER: Vodka tonic, Bloody Mary, Stinger, every kind of Martini, White
Russian, Rob Roy...
6. GUEST: I'll have a Rob Roy.
7. WAITER: Excellent. Is that on the rocks?
9. WAITER: And for you sir?
10. GUEST 2: I'd like a Vodka tonic.
11. WAITER: On the rocks?
12. GUEST 2: No. Straight up, please.
VOCABULARY

Rob Roy Scotch and vermouth phrase
ENGLI S HCLAS S 101.COM HOS PI T ALI T Y ENGLI S H FOR HOT ELS S 1 #21 - T AKI NG DRI NK ORDERS AT S PECI AL EVENT S 2
White Russian phrase
vodka, coffee, and milk
cocktail made of vermouth

martini and gin noun

stinger brandy and white mint noun
creme
alcoholic drink made with

Bloody Mary tomato juice and vodka phrase
vodka mixed with a bitter

vodka tonic carbonated soft drink phrase
cocktail made of orange

orange blossom juice and gin phrase
drinkable liquid, sometimes

drink implies an alcoholic noun
beverage
extra more than usual adjective
never mind expression that means expression
to request something from a

to order business verb
more than two items written

list consecutively noun
SAMPLE SENTENCES
The Rob Roy is a manly drink. Where can I get a good White Russian?
Why are martinis always shown as the A friend of mine always orders the Stinger.
rich man's drink?
I've never liked the Bloody Mary. You think it's okay if I have a vodka tonic?
I'm really in the mood for an orange The concert was completely free, but we
blossom. had to pay for the drinks.
Orange juice is a popular breakfast drink. I gave my brother the extra speakers I had.
His extra credit allowed him to pass the Oh never mind it's not that important.
class.
"All of us ordered the same at the "We ordered some supplies for the new
restaurant." office."
"He ordered the steak and I ordered the Could you please put that on the list?
chicken."
"on t he list "
The phrase "on the free list" refers to a list of drinks that are being offered at the hotel or
restaurant for free. These "free lists" often happen at events such as weddings or parties
which are held at the hotel or restaurant.
It's important to be aware of the type of event that is going on. For example, if the event is for
millionaires, most of the drinks will be free and you probably shouldn't bring up the issue of
cost to them. However, if the event is a community fundraiser, there may not be a free drinks
list and if there is it might be very short.
"st r aight up"
The phrase "straight up" when at a bar and talking about alcoholic drinks means that the
drink is not mixed with anything. For example, martinis often have an olive in them. If the
guest requests the martini "straight up" you would not put the olive in.
In the dialogue, the waiter asked "on the rocks?" When the guest ordered a vodka tonic. To
this the guest replied:
1. "No. Straight up, please."
GRAMMAR
T he Focus of t his Lesson is T aking Dr ink Or der s at a Special Event
Taking drink orders at a special event can be very fun. However, it must be done properly or it
could be stressful and unpleasant.
There are many kinds of special events and each will have different rules and guidelines. For
example, some events will have a list of "free drinks" while others will not. To make things
simple, we are going to look at taking drink orders at a wedding event held at a hotel.
At wedding events, you will have some guests seated at tables while others will change their
location often. When you approach guests who are seated at a table you should ask them if
they would like to order beverages by saying:
1. "Would anyone care to order any beverages?"
If the guests respond negatively, thank them and move to another table.
If the guests at a table tell you they want to order drinks, you should then ask them:
1. "What would you like to order?"
If the guest asks for something that is not on the "free drinks" list, tell them that either there
will be an extra charge or that only the drinks on the list are available. You could say
something like:
1. "I'm sorry but that drink is only available at an extra charge."
Note: Guests don't often bring money to weddings, except as a gift to the newly married
couple, so most guests will decline this and order one of the available drinks. Be sure to tell
the guest the amount of the charge if they are still interested.
At the guests' request, tell them which beverages are available. For example:
1. "Tonight we have a selection of drinks available including Vodka Tonic, Bloody

Mary, Stinger, Martinis, and many others."
Be sure to listen carefully to what each guest orders. It's a good idea to write down the
orders so that you don't forget.
After a guest orders, ask them:
1. "How would you like your drink?"
OR
1. "Would you like that on the rocks, sir?"
Impor t ant T ip
Remember, when taking orders for alcoholic drinks, that in many places individuals under a
certain age are not allowed to purchase alcohol. As the waiter or waitress serving these
individuals, you may be required by law to ask for government-issued photo ID proving the
individual is of legal age. Be sure to check with the event organiz er and your hotel manager
about your requirements regarding this issue.
If you are required to ask for photo ID, you can use one of these phrases:
1. "May I see some identification, please?"
OR
1. "Could I see some form of ID, please?"
CULTURAL INSIGHT
Giving Opt ions vs. Open-ended Quest ions
As a waiter at a restaurant or as a hotelier, guests often ask your opinion. For example, it is
very common at a restaurant for the customers to ask the waiter:
1. "What's your favorite dish here?"
Or, at a hotel:
1. "Which rooms are your best?"
For a waiter, it's important to not push your customer to purchase something that they don't
want even though they're asking your opinion. The best way to do this is to give them
options. When they ask you, "what's your favorite dish here?" it's usually best to give them
two moderately different dishes. For example, you could tell them your favorite spicy dish
that's on the menu and your favorite creamy dish that's on the menu.
For the hotelier, when a guest asks you, usually during reservation, which rooms are your
best it's often best to say something like:
1. "That depends. For us, our best rooms are the ones that have everything you want."
You can then ask the guest what amenities they want in their room.
LESSON NOTES

#22
Serving Drinks at a Lounge or Bar
CONTENTS
2 English
2 Vocabulary
3 Sample Sentences
4 Grammar
5 Cultural Insight
# 22
ENGLISH
1. WAITER: A martini for you, ma'am.
2. MA'AM: Thank you.
3. WAITER: With your fettuccine alfredo.
4. MA'AM: Excellent.
5. WAITER: And a vodka for you, sir.
6. SIR: Yes, thank you.
7. WAITER: With your filet mignon.
8. SIR: Excellent.
9. WAITER: Will there be anything else for now?
10. SIR: We will be wanting dessert. Could you request that the chef prepare
a fresh batch of his chocolate soufflés?
11. WAITER: Certainly, sir.
VOCABULARY
baked dish made of egg

soufflé whites mixed with egg yolks noun
fettuccine pasta in strips noun
alfredo white butter-sauce for pasta noun
vodka Russian alcoholic drink noun
ENGLI S HCLAS S 101.COM HOS PI T ALI T Y ENGLI S H FOR HOT ELS S 1 #22 - S ERVI NG DRI NKS AT A LOUNGE OR BAR 2
dessert sweet food eaten after a meal noun
filet mignon specific cut of tenderloin noun
an act of asking politely or

request formally for something noun
fresh recently made or obtained adjective
a set of similar things made

batch at the same time noun
SAMPLE SENTENCES
My wife loves soufflés. I would like to purchase some fettuccine.
How exactly do you make alfredo sauce? My grandfather loves to drink vodka.
"The dessert for the night was ice cream "He was on a diet, so he skipped dessert."
with strawberries."
The filet mignon is one of our most Could you bring me the request we
requested dishes. received last week?
"These apples look fresh." The first batch of cookies out that day
were a little soggy.
"will be want ing"
The phrase "will be wanting" means the same as "will want." This phrase is not common in
American English and some may even consider it incorrect. However, it is common in British
English and can be heard in daily conversation and even occasionally in writing.
We don't suggest you use this phrase but it is a good phrase to be familiar with because you
will certainly hear it.
"filet mignon"
The phrase "filet mignon" is an imported phrase. It comes from French and it's original
meaning is "dainty fillet," according to the dictionary. The filet mignon is a specific cut of
beef that is known as being the most tender and succulent. Because of this, filet mignon is
often the most expensive dish on a menu and customers tend to be very particular about
how it is prepared.
Since the word is from French, normal English pronunciation and spelling don't apply to this
word. For example, in English, fillet is spelled with two "Ls" but in "filet mignon," it is only
spelled with one.
GRAMMAR
T he Focus of t his Lesson is Impor t ant Pr ocedur es for Ser ving Dr inks at a Lounge
or Bar
There are many things to remember and do in order to be good at serving drinks. Often,
waiters, waitresses, and drink servers make a majority of their income from tips, which
means that being good at serving drinks can help you make more money.
1. In the United States, guests are accustomed to being served from the right, so always
approach guests and deliver orders from the customer's right side whenever possible. While
delivering the drink, you could say something like "Excuse me, ma'am. Here's your White
Russian"...while placing from her right. Never reach across a guest.
2. Most drinks require a specific glass be used. For example, wine is placed in a wine goblet,
martinis in a martini glass, and beer in a beer mug.
3. Check all glasses for cleanliness. Sometimes the drink or drink extras are spilled on the
glass during filling. Be sure to clean any spills you find. It's customary to cover the serving
tray with a cloth and place napkins on the tray.
4. Glasses that have a stem, such as champagne and martini glasses, should always be
held by the stem or base. Never touch the area where the wine will be placed. It will leave
unsightly fingerprints. More importantly, your hand will warm the drink.
5. Many bars and lounges and most hotels have beverage napkins with the company logo.
Always include the napkins where necessary and place the napkin's logo facing up.
6. Serve women first, then men, then the host if he or she is at the table.
7. Many drinks have some kind of non-drink addition. For example, pina coladas have
colorful umbrellas and martinis have green olives. Verify that these are correct before you
take the drinks out to the table.
8. When delivering the drinks, repeat the name of the drink as you are placing it in front of the
guest. This allows you to confirm that the drink is correct. For example, in the dialogue, the
waiter said:
1. "And a vodka for you, sir."
...to which the guest replied:
1. "Yes, thank you."
CULTURAL INSIGHT
Being a Good Ser vant
In American culture, sometimes guests are very causal and will treat you as an equal. Other
times, they will just tell you what to do. As a hotelier, you need to be able to do both. It can be
very difficult to know how you should act or what your guest expects. That is why many
hotels have standards of procedure for the employees to follow.
The standards of conduct procedure by a hotel can be as simple as a few general guidelines
or an entire manual with pages of detailed instructions. However, there are two things that
are frequently repeated among most hotels.
1. List en car efully, and
2. Smile
Few things are more irritating to most Americans than repeating themselves. If you listen
carefully, the guest will not have to repeat themselves and that will make them happy.
Smiling is one of very few universal signs of courtesy. There is no culture on Earth where a
smile is considered offensive.
LESSON NOTES

#23
Putting a Guest on the Wait-list
CONTENTS
2 English
3 Vocabulary
3 Sample Sentences
5 Grammar
7 Cultural Insight
# 23
ENGLISH
1. RESERVATION Hello, this is Sarah at Hotel Innovative. How may I help you?
SPECIALIST:
2. GUEST: I would like to make a room reservation please.
3. RESERVATION Certainly, sir. (Pause) May I request your name, cellphone number,
SPECIALIST: and email please?
4. GUEST: My name is Charles Winters, my cell phone is 435-555-4321 and

my email is charles@ example.com
5. RESERVATION Thank you, Mr. Winters. What would be your planned arrival date,
SPECIALIST: sir?
6. GUEST: I plan to arrive the 23rd of September and stay for 6 days.
7. RESERVATION Thank you, sir. Could you please hold while I check the availability
SPECIALIST: of those dates?
8. GUEST: Yes.
9. RESERVATION Thank you, sir. (pause) I apologiz e Mr. Winters but this reservation
SPECIALIST: will have to be wait-listed because all of our rooms are sold out
and we do not have any rooms available for those dates.
10. GUEST : That is unfortunate.
11. RESERVATION Are there other dates that would serve you sir?
SPECIALIST:
12. GUEST: No. There's a conference that week which I am attending.
13. RESERVATION I will immediately notify you, sir, if a room becomes available for
SPECIALIST: those dates.
CONT'D OVER
ENGLI S HCLAS S 101.COM HOS PI T ALI T Y ENGLI S H FOR HOT ELS S 1 #23 - PUT T I NG A GUES T ON T HE WAI T -LI S T 2
14. GUEST: I'd appreciate that.
15. RESERVATION Which is the best method of contact for you sir, telephone or email?
SPECIALIST:
VOCABULARY

reservation restaurant, a hotel room, a noun
ticket and so on
telephone number that

cellphone number connects to a cellphone phrase
planned past tense of plan verb
waitlist to be placed on a waiting list noun
appearance, the act of

arrival arriving noun
availability state of being ready to use adjective
communication, or
contact relationship with someone noun
immediately at once, now, this instant adverb
procedure, systematic
method approach noun
unfortunate not having good fortune adjective
SAMPLE SENTENCES
"I made a reservation at the hotel." I keep forgetting my cell phone number.
They planned many things for their I'm sorry, sir. I'll have to put you on the
vacation. wait list.
We need to plan for his arrival. Transportation availability is better in the

small town.
His availability is written in the schedule. He had lost contact with his friends.
I will take care of that immediately. What's the correct method I should use
for this project?
It was unfortunate that Sarah could not make it.
"what would be"
The phrase "what would be" is a very useful phrase and means the same as "what is." Saying
"would be" instead of just "is" sounds more polite. Both are correct and acceptable.
However, especially if the hotel is more expensive, the guest will expect that extra level of
politeness. With the pronunciation, you'll notice how the "t" of "what" and the "d" of "would"
are almost silent.
"wait list ed"
The word "waitlisted" is an example of how English can be flexible. Grammarians will often
tell you that certain things are "right" and other things are "wrong" while linguists will tell
you that as long as the people you're talking to understand what you mean, it's just as right
as anything else.
For example, some dictionaries say that "wait list" is two words. Other dictionaries say that it
can be one word with or without a hyphen. In the dialogue, "waitlist" was used as a verb as
in "to be waitlisted." This is a form that many English grammarians believe to be wrong, but
is a term used many times a day at hotels, restaurants, or anywhere there is a waitlist.
This phrase is normal, accepted, and used in all dialects of English. However, some hotel
managers don't like the term, so they will tell you to say something like:
1. "Put on the waitlist."
OR
1. "Put you on the waitlist."
GRAMMAR
T he Focus of t his Lesson is Put t ing a Guest on a Wait -list
Most hotels have what is called a "wait list." The wait list exists in order to both assist
customers in finding a room, as well as to help the hotel retain contact with a prospective
guest. Guests may be waitlisted for any number of reasons but the two most common are
that the hotel is fully booked or that the type of room is fully booked.
There are several main steps you should take when wait listing a reservation.
Pr epar at ion
Again, and we have said this many times in the series, remember to smile. Since you would
be talking on the phone, hoteliers may think that smiling is unnecessary. However, smiling
can affect the way you sound.
The guest would then reply with something similar to what is found in the dialogue, such as:
1. "I would like to make a room reservation please."
Get t ing t he Guest 's Name and Phone Number
The first thing you should do is get the guest's name and their phone number. This is both
courteous as you will now be able to address them by name, as well as practical in case the
phone line is disconnected. With their phone number, you will be able to call them back if
necessary. You would say something like:
1. "Of course sir. May I have your name and phone number, please?"
Depending on the hotel, you may request the email address instead of the phone number. In
that case, it would sound like this,
1. "Of course sir. May have your name and email address, please?"
Ar e t hey wit h a company?
It's often best to ask the guest if they are with a particular company. Most hotels have special
agreements with at least some companies. You can ask them by saying:
1. "Are you with a particular company, sir?"
Depending on the company, the guests may qualify for certain discounts or even special
rooms.
Acquir ing Reser vat ion Infor mat ion
Next, ask the guest for their arrival and departure dates. You can do this by saying:
1. "When do you plan on arriving, sir?"
AND
1. "And the date of departure, please?"
Checking Availabilit y and Infor ming t he Guest of a Wait -list Decision
Tell the guest that you will check the availability for those dates by saying:
1. "Please hold a moment while I check availability for those dates."
As you heard in the dialogue, informing the guest that their reservation has been waitlisted
should be accompanied by an explanation. For example:
1. "I apologiz e Mr. Winters but this reservation will have to be wait-listed because all of
our rooms are sold out and we do not have any rooms available for those dates."
Please notice that this explanation is not complex. A simple statement that there are no
rooms available is usually sufficient.
Alt er nat ive
Dat es
In the dialogue, the room reservation specialist attempted to help the guest find alternative
dates to avoid being waitlisted. However, as is often the case, the guest's dates were not
flexible.
Ending t he Conver sat ion
Before terminating the call, agree on a time frame within which the guest will be notified of
room availability. For example:
1. "We will call you as soon as a room becomes available. If no room is available by the
15th, we will notify you by email."
CULTURAL INSIGHT
Giving T wo Opt ions
Giving two or more options is a useful tecnique of upselling and suggestive selling but it can
also be very useful in customer service.
In this dialogue, the reservation specialist was specific when offering methods of contact.
However, she could have said:
1. "What is the best method of contact for you, sir?"
This may seem more polite because she wasn't forcing the options on the guest. However,
hotels often have limitations on which methods of contact they can use. For example,
imagine the guest said:
1. "Text messaging is the best method to contact me."
But the hotel didn't offer text messaging as an option for contact. The reservation specialist
would have to explain that and then ask again:
1. "What is the best method of contact for you sir?"
To avoid the confusion and wasted time, the reservation specialist offered two alternatives
that the hotel could use; telephone and email.
LESSON NOTES

#24
Polite Refusals
CONTENTS
2 English
2 Vocabulary
3 Sample Sentences
5 Grammar
6 Cultural Insight
# 24
ENGLISH
1. GUEST: I'd like to check out.
2. FRONT DESK: Very good, sir. May I have your key?
4. FRONT DESK: Excellent. (pause) It looks like everything is in order, sir. Here is the
bill. Does everything seem correct?
5. GUEST: No, it doesn't. I didn't order any room service nor dry cleaning.
6. FRONT DESK: I'm sorry sir, I'll send someone to check the room, if you don't mind
waiting.
7. GUEST: I'm actually in quite a hurry. I have a conference to attend that

starts in just a few minutes. Could you just take those off my bill for
now? We can resolve this later.
8. FRONT DESK: I'm apologiz e sir, but I'm afraid we cannot do that.
9. GUEST: Wow. Isn't there any discount?
10. FRONT DESK: I regret to say that there is no discount.
VOCABULARY
process of leaving and

to check out paying for a hotel verb
correct free from error adjective
to have a problem with, to

to mind be bothered by verb
ENGLI S HCLAS S 101.COM HOS PI T ALI T Y ENGLI S H FOR HOT ELS S 1 #24 - POLI T E REFUS ALS 2
to resolve to correct, to fix, to settle verb
hurry busy, moving quickly noun
afraid feeling fear adjective

sorry, apologiz e, feel

regret remorse about
meeting for discussion

conference which is usually formal noun
discount at a reduced price noun
SAMPLE SENTENCES
I'd like to check out, please. I got nine of the ten answers correct on the
test.
Do you mind that I ate your pudding? I don't like going to bars; I don't mind the
loud music, but I hate the smell of
cigarettes.
It's important to resolve the issue. I'm in quite a hurry.
My wife is afraid of frogs. I apologiz e for interrupting you like this

but it’s important.
"You're going to regret that." "Setting up the conference was a huge

enterprise."
The discount store was around the The discount tickets were sold only for a
corner. limited time.
"I'm in quit e a hur r y."
The phrase "I'm in quite a hurry" means that the person is trying to go somewhere quickly.
This phrase can be used in many ways. One way is to to dismiss someone. For example, a
coworker asks you if you could help them with something. You could respond with:
1. "I'm in quite a hurry."
Or, if you ask a guest to do something and they say:
1. "I'm in quite a hurry."
You know to leave them alone because they are busy.
Similar phrases include:
1. "I'm in quite a rush."
AND
1. "I'm quite busy."
"I r egr et t o say..."
The phrase "I regret to say..." is an excellent phrase for apologiz ing. The first part, "I regret," is
every similar to "I'm sorry" except that you can't just say "I regret" the way you can say "I'm
sorry." You have to regret something and say what that something is. The pattern is to say
this phrase, "I regret" and then insert what your are sorry for right after it. For example, in the
dialogue, she said:
1. "I regret..."
...and then followed it by what she was regretting, which was:
1. "...to say that there is no discount."
Altogether, it was:
1. "I regret to say that there is no discount."
GRAMMAR
T he Focus of t his Lesson is Declining Offer s
While at a hotel you will receive many offers. Some from salesmen, some from co-workers,
and still others from guests. Knowing how to politely decline these offers is one of the marks
of a gentleman/lady and of a good hotelier.
Soft Refusals
1. "T hat 's ver y kind of you, but no, t hank you."
This is phrase can be used with any type of offer. If they are offering a service, gift, or
something else, you can use this phrase to refuse it.
2 . "T hat won't be necessar y, sir /ma'am, but t hank you all t he same."
This phrase is for refusing an offer of service. When a guest, co-worker, or other person has
offered to do something for you, you can use this phrase.
3 . "I'm afr aid we cannot do t hat , sir /ma'am."
This phrase is for when someone requests that you do something or perform some service for
them.
Fir m Refusals
1. "I am t er r ibly sor r y sir , I cannot accept it ."
Use this phrase when someone offers you something, like some food or a piece of jewlery.
This phrase is direct and clear that you are unable and will not accept what they are giving
you.
2 . "T hat is out of t he quest ion, sir /ma'am; I cannot help you."
Use this phrase for when someone offers or requests something inappropriate. The request
could be something that is offensive to you personally. Or it could be an offer that is not
permitted by the rules.
CULTURAL INSIGHT
Remaining T act ful While Addr essing Complaint s
One of the most difficult aspects of working in a hotel is that, sometimes, customers will not
be happy and they may get angry at you. They may complain, be rude, or even offensive. At
times like these, a good hotelier or restaurant worker will always remain calm and be tactful.
Tact is when you talk about something with sensitivity, kindness, and even gentleness.
For example, in the dialogue, the guest is trying to not pay for something that it seems they
should pay for. The guest even gets a little angry toward the end. However, the front desk
agent doesn't get angry. She says:
1. "I regret to say but there is no discount."
LESSON NOTES

#25
Being Agreeable in Difficult
Situations
CONTENTS
2 English
2 Vocabulary
3 Sample Sentences
4 Grammar
6 Cultural Insight
# 25
ENGLISH
1. ROOM SERVICE: How may I be of service?
2. GUEST: I need a crib for my baby.
3. ROOM SERVICE: I can get that taken care of for you.
4. GUEST: Thank you.
5. ROOM SERVICE: Cribs do have a nominal fee of $15 per night, ma'am. Should I have
that charged to your room?
6. GUEST: It doesn't look like I have a choice.
7. ROOM SERVICE: I apologiz e for the inconvenience, ma'am. The hotel charges me for
a crib, too, when I bring my infant.
8. GUEST: Wow. Cribs are usually a free service.
9. ROOM SERVICE: I know. Our motel manager says it's because we have better
complimentary continental breakfasts.
10. GUEST: I guess you have to make up some of the expense. When should I
expect the crib?
11. ROOM SERVICE: I could have it there in approximately 10 minutes. Will there be
anything else?
VOCABULARY
approximately about, almost, roughly adverb
ENGLI S HCLAS S 101.COM HOS PI T ALI T Y ENGLI S H FOR HOT ELS S 1 #25 - BEI NG AGREEABLE I N DI FFI CULT S I T UAT I ONS 2
irritation, something not
inconvenience noun
convenient
infant baby, newborn noun
bed with high sides for a

crib baby noun
take care of to look after, to support idiom
fee payment for services noun
nominal a small amount adjective
payment requested in return

charge for goods or services verb
amount of money that must

expense be paid noun
person responsible for

motel manager controlling or administering noun
a motel
SAMPLE SENTENCES
There approximately 60,000 people living That was quite an inconvenience.

in the city.
That infant seems to be having some He made a crib for the future baby.
health problems.
The baby slept peacefully in his crib. My mother really took care of me when I
was ill.
Be careful with that company because A nominal fee of $35 will be added to your
there are lots of hidden fees. bill.
I charge $24 an hour for an English Businesses are always looking to reduce
lesson. expenses.
Drinks from the minibar are not included Could I please speak to the motel
in the covered expenses from your manager?
company.
"nominal fee"
The phrase "nominal fee" means that the fee is very small. This is a polite phrase that's often
used in professional contexts. The meaning is basically the same as saying that something
is "cheap." However, many customers dislike the word "cheap" as they can sometimes seem
to reflect poorly on them.
An important note about pronunciation, the word "nominal" is spelled with an old however is
not pronounced "nOminal." be sure to always keep the old very open and the sound of an
"ah" - "nominal"
"char ged t o your r oom"
The phrase "charged to your room" means that instead of paying up front, you can wait and
pay for the service when you check out of the hotel. For example, suppose you order dry-
cleaning and had it charged to your room. During checkout, there will be an additional
charge on your bill for the dry cleaning which you will then have to pay.
GRAMMAR
T he Focus of t his Lesson is Being Agr eeable in Difficult Sit uat ions
In the dialogue, the guest was surprised at being charged for the use of the crib. This made
her somewhat irritated. The room service attendant was in a very difficult situation and had
a disappointed customer on the phone. When hotel guests are irritated, angry, or
disgruntled, one of the most important things to do is be positive and agreeable. This can be
done in many ways.
Three of the most important attributes of agreeable people is that they are kind, sympathetic,
and cooperative. Let's look at each of these individually.
Being Kind
Kindness is "the quality of being friendly, generous, and considerate." One way of expressing
kindness is by offering to help. For example, in the dialogue, the room service attendant said:
1. "I can help you with that."
This is a very kind and professional thing to say. It shows that the room service attendant is
willing to help.
Being Sympat het ic
Sympathy is "a feeling of understanding or pity between people." In other words, different
people will have a common feeling. Expressing your feelings can sometimes be very difficult.
One good way of doing this is by telling the other individual that you have gone through
similar experience. In the dialogue, our room service attendant said:
1. "The hotel charges me for a crib, too, when bring my infant."
This is a very sympathetic thing to say because it shows to the guest that she has gone
through a similar experience and understands what the guest is going through.
Being Cooper at ive
To be cooperative means that you "work together with other people toward a common goal."
The word "cooperative" comes from the root word "operate" which means "to work." The
prefix "co-" means with. So, to "cooperate" means to "work with."
In the dialogue, the room service attendant cooperated with the guest by first helping her
understand why there was a fee for the crib, and second, quickly answering all of the
questions the guest had. For example, the guests said:
1. "Cribs are usually a free service."
The room service attendant quickly cooperated with the guest and gave the following
explanation:
1. "I know. Our hotel manager says it's because we have better complimentary
continental breakfasts."
Being agreeable in difficult situations is a very useful trait. Hotel managers will value your
help greatly if you are able to be agreeable in difficult situations.
CULTURAL INSIGHT
Small T alk: Open Up (a lit t le)
The next stage in making small talk is to open up, but not too much. Small talk is meant to
be easy conversation, so you don't want to get into any kind of detail about really anything.
The point is just to talk about yourself. This makes the conversation personal but still
maintains the "light" feeling of small talk. For example, suppose the guest mentioned rock
climbing. You could say something like:
1. "I love rock climbing. I go every week."
...or, if you enjoy music, you could say,
1. "I love to listen to music when I go rock climbing."
That could start you off on another conversation but remember, be aware of your
surroundings and if you guest is busy or tired or if you've arrived at their room, then you can
say goodbye. We'll talk about that in our next lesson.
LESSON NOTES
#1
Helping Guests Find A
Restaurant
CONTENTS
2 English
2 Vocabulary
2 Sample Sentences
4 Grammar
6 Cultural Insight
# 1
ENGLISH
1. CUSTOMER: Hello, I was wondering if you could help us find somewhere in the
area to eat.
2. STAFF: Certainly sir, there are quite a few restaurants around. Do you
have any preferences as to what type of food or a price range?
3. CUSTOMER: hmmm, well we were just going to go for a normal dinner, so

nothing too fancy. Maybe some local cuisine?
4. STAFF: In that case, I would actually recommend our hotel restaurant. It’s
on the 15th floor. It’s local cuisine, and is roughly $15 dollars per
meal. It also has all window seats so you can check out the
surrounding area, and find a nice place to go for an after dinner
walk in case you wanted to get out of the hotel.
5. CUSTOMER: Oh that sounds great, Thank you
6. STAFF: You are welcome, sir. Is there anything else I can assist you with?
VOCABULARY
Vocabulary English Class
in the area nearby, close, around here phrase
nothing too fancy average phrase
roughly about adverb
surround around, on all sides verb
SAMPLE SENTENCES
ENGLISHCLASS101.COM HOSPITALITY ENGLISH FOR HOTELS S2 #1 - HELPING GUESTS FIND A RESTAURANT 2

Do you know of any good salons in the Is there an ice cream shop in the area?
area?
I just wanted some new shoes, nothing It’s costs roughyl $15.
too fancy.
We are going to surround the building.
"in the area"
This phrase refers to a specific geographical region. Usually the size of this this region or
"area" depends on the mode of transportation the person will use. For example, if the
person has access to an automobile, "in the area" could mean anything within about two
miles of the hotel. However, when guests will probably be walking, "in the area" usually
means something in easy walking distance.
For example:
1. "Do you know of any shoe stores in the area?"
2. "There is an old cathedral in the area. It's about a five minute drive away."
"nothing too fancy"
This phrase is very "native." Being able to use this phrase will increase the confidence that
guests have in your English ability. The feeling of "nothing too fancy" means they want
something that is of good quality or authentic, but isn't excessive. For example, a
restaurant that is "not too fancy" will have good food at a reasonable price with a
comfortable environment.
If the grammar calls for it, this phrase can be changed to "anything too fancy."

For example:
1. "We're looking for a good restaurant but nothing too fancy."
2. "I want to go somewhere nice but I don't want anything too fancy."
GRAMMAR
The Focus of this Lesson is Up-selling to the Customer's Needs

"In that case, I would actually recommend our hotel restaurant."
One of the main ways that hotels generate revenue and profit is through the extra services
that they provide. Things such as room service, the restaurant, and laundry are all things
the hotel charges extra for and makes a profit on. However, these things are not just for
the hotel's benefit. Most hotels carefully choose what services they offer in order to
provide the best possible amenities for their guests and meet the customer's needs in the
best possible way.
Attempting to persuade a guest to purchase or pay for services offered by the hotel that
are not included in their stay is called "up selling." Being good at upselling can increase
your chances of getting a raise or even a promotion. It's also important to do this skillfully
because guests usually don't like being sold new things. When the guest has just asked for
a recommendation, do your best to avoid sounding like you're a hotel salesperson. One of
the best and easiest ways to avoid this is by up-selling to the customer's needs.
Upselling to the customer's needs
The best "upsellers" are the ones who are able to figure out what the guest's actual need
is. This is done when the guest approaches you to ask a question or for assistance in some
way. For example, in the dialogue the guest said:
"I was wondering if you could help us find somewhere in the area to eat."
Other similar expression that guests may use are:
"Could you help me find a good place in the area to get a drink?"
or
"Do you know a good salon in the area?"
Here, the phrase "in the area" indicates something outside of the hotel. In other words, the

staff member was able to perceive that the guests wanted to go out of the hotel to eat
because they said:
"in the area."
Because of this phrase, it seemed like the hotel restaurant was not what the guests
wanted. However, by asking more questions, the staff member was able to find out what
the guests actually needed and upsell the hotel restaurant.
One very good way to find out what the customer actually needs is to follow a series of
steps.
Step 1
Step one is asking questions like:
"What are you looking for?"
This question is excellent because it prompts the guest to explain in more detail what they
want or need. Some other similar questions are:
"What are you in the mood for?"
and
"What kind of places do you find interesting?"
or
"What kind of food do you like?"
Or, from the dialogue:
"Do you have any food preferences or a price range?"
From here, the guest will give you information about what they want or what they're looking
for.
In the dialogue the guests said:
"Hmmm, well, we were just going to go for a normal dinner, so nothing too fancy. Maybe
some local cuisine?"
This information is very important for step two.
Step 2

Step two is probably the most important to upselling. Based on what the guest says, you
need to determine what would best fulfill their needs. In the dialogue, the staff member
was able to perceive from this response that the guests didn't necessarily need to eat
outside of the hotel, they just wanted to go outside of the hotel. They also specified that
they were looking for some local cuisine.
This information was enough for the staff member to know that recommending the hotel
restaurant was a good idea and wouldn't seem like upselling. In the dialogue, the staff
member said,
"In that case, I would actually recommend the hotel restaurant."
However, this staff member did more.
Step 3
The third step is explaining to the guest why your recommendation will fulfill their needs.
To do this, you will probably use the reasons the guest gave you in your explanation. For
example, in the dialogue, the staff member said:
"It's local cuisine, and is roughly $ 15 dollars per meal."
But she didn't stop there. She also said,
"It also has all window seats, so you can check out the surrounding area and find a nice
place to go for an after dinner walk in case you want to get out of the hotel."
Remember, the guest used the phrase "in the area," which shows the guest wanted to
leave the hotel without explicitly saying so.
That's why the staff member said:
"In case you want to get out of the hotel."
CULTURAL INSIGHT
Quick Tip
When people travel and stay at hotels, they're generally also interested in the surrounding
region. This may be as simple as the guest getting out to explore the three or four blocks
surrounding the hotel or wanting to visit nearby cities and towns. In the dialogue, the
guests were interested in getting out of the hotel. We can see this by the use of the phrase

"in the area" in the sentence.
"I was wondering if you could help us find somewhere in the area to eat."
Whenever a guest uses phrases like "in the area" or "around here," they almost always
mean that they want to get out of the hotel. This means you shouldn't suggest activities or
services that are offered inside the hotel unless they're the only option or seem to perfectly
meet the guest's needs.

LESSON NOTES

At the Check-In Counter
CONTENTS
2 English
2 Vocabulary
2 Sample Sentences
4 Grammar
6 Cultural Insight
# 2
ENGLISH
1. STAFF: Hello, Welcome to Innovative Inn. How may I help you?
2. CUSTOMER: I have a reservation for tonight.
3. STAFF: Okay, certainly sir. Could you please let me know your last name?
4. CUSTOMER: Sure, it is Smith.
5. STAFF: Please give me one second. Okay, Mr. Smith you are in room 315. It
is a non smoking, double bed room as you requested.
6. CUSTOMER: Thank you.
7. STAFF: You're welcome. The quickest way to your room is to take the
elevator right behind you to the third floor and take a left when you
get out. There is also an information pamphlet with details of all of
our amenities in your room. You can also dial 0 on your phone if
you have any questions. Is there anything else I can assist you with
today?
8. CUSTOMER: No that is all. Thank you.
VOCABULARY
number that identifies a

room number specific room phrase
quickest fastest, most quick adjective
non-smoking not smoking, smoke-free adjective
pamphlet advertisement, brochure noun
right behind directly in back of phrase
SAMPLE SENTENCES
ENGLI S HCLAS S 101.COM HOS PI T ALI T Y ENGLI S H FOR HOT ELS S 2 #2 - AT T HE CHECK-I N COUNT ER 2
Your room number is 514. The quickest way is through here.
This is a non-smoking room. Would you like one of our pamphlets?
The restaurant is right behind you.
"quickest "
This phrase is used to describe the speed with which something is done."Quickest" is often
preferable to "fastest" or "shortest" even though, they actually mean the same
thing."Quickest" is preferred because of a subtle distinction in the pronunciation. The word
"quickest" can simply be pronounced faster than words like "fastest" or "shortest."
When "quickest" is followed by another word the pronunciation often runs together with the
next word. For example, "quickest way" may sound like "quickes-tway."
If "quickest" is spoken by itself or at the end of a sentence the "T" needs to be pronounced
clearly.
For example:
1. "The quickest way to your room is through here."
2. "I think that way is the quickest."
"r ight behind"
This phrase can often be difficult for English learners. Here, the word "right" has absolutely
nothing to do with the right side of the person or the difference between right and wrong.
Here, "right" is used as a kind of intensifier to emphasiz e the closeness behind something
else.
For example:
1. "The quickest way to your room is to take the elevator right behind you to the third
floor."
2. "The restaurant is right behind that door."
GRAMMAR
T he Focus of t his Lesson is Deliver ing Vit al Infor mat ion Quickly
"T he quickest way t o your r oom is t o t ake t he elevat or r ight behind you."
When customers check in, there is some basic information that they need to know. Getting
that information to the guest in a quick, timely, and efficient manner is one of the keys to
being a good front desk agent.
What t o Say
The two main things a guest needs to know is his or her room number and how to get to the
room. You should practice several ways of giving directions to each and every room in your
hotel. For example:
"Your room is number 213, which is on the second floor. You can get there by going up the
stairs to your right, then going all the way down the hallway on the second floor."
Or
"518 is your room number. The quickest way there is by taking the elevator up to the fifth floor
and then turning left when you exit the elevator. 518 is right there."
Giving directions to the guests' room requires that you be very familiar with the layout of
your hotel. It's particularly helpful if you can give "landmarks" or points of reference in your
directions. For example:
"When you come out of the elevator, there will be a sign giving directions to the restaurant.
Turn left at the sign and follow that hallway. Your room will be the fourth on the right."
Or
"Just follow the hallway and you'll see a yellow flower arrangement. It's about 3 feet tall. Your
room is right across from that flower arrangement."
All guests need to know this information so be prepared to give it quickly, but be sure to
practice clear pronunciation. It's more important to be easy to understand than fast.
Ot her Infor mat ion t o Include
Confir m special r equest s
Depending on your hotel, the time of year, or even the time of day, there may be additional
things that you should say when guests check-in. For example, if the guest has made any
special requests, these should be confirmed. For example:
1. "Your room number is 721. It is a non-smoking, double bed room as you requested."
Then you can continue to give directions on how to get to the room, as we just explained..
Special ser vices
Some hotels require that front desk agents explain about particular services offered by the
hotel. While this is sometimes irritating to guest as they check in, if it is part of the standard
procedure you should do it. For example, in the dialogue, the front desk agent needed to
explain certain things about pamphlets and how to use the phone. They did this by saying:
1. "There is also an information pamphlet with details of all of our amenities in your
room. You can also dial 0 on your room phone if you have any questions."
Hotels will often require that front desk agents inform guests of these kinds of things when
the services are new offerings. For example:
1. "We've recently installed a hot tub in our pool area, and from the hours of 9 to 5 we
have a lifeguard on duty."
It's also common for front desk agents to inform guests about any unique services or new
specials the hotel offers. For example, if the hotel is offering a discounted rate for room
upgrades, the front desk agent may be required to inform guests of this. You could say
something like:
1. "We are currently offering a special with discounted room service and free telephone
calls."
Event s
At some hotels it's common to have special events such as concerts, meetings, or
conventions. In these cases you often need to determine if the guest qualifies or is permitted
to attend the special event. For example, if the event were an open concert, the following
phrase could be appropriate:
1. "This evening our restaurant is hosting a special show from the local bluegrass
band "The Misfits." Admittance is free and the show starts at seven."
However, if the hotel is hosting a business meeting, you may need to ask a guest if they will
be attending that meeting. You could say something like,
1. "Will you be attending the convention tomorrow?"
Or
1. "Are you a member of the local business council?"
T ip
In general, the principle of making official processes as quick and painless for your guests is
very important even when you're not at the front desk. While the phrases will change, these
same principles apply to room service orders, directions, and even complaints.
CULTURAL INSIGHT
Quick T ip
When working at the front desk, you will encounter many different types of guests. Some of
them will be seasoned travelers who stay at hundreds of hotels every year. These customers
will know how to take advantage of all the services the hotel offers and will need only
minimal amounts of support from the hotel staff.
Other guests will be less experienced and may need a considerable amount of guidance and
direction in order to enjoy their stay at the hotel to its fullest. However, as the front desk
agent, it is nearly impossible for you to know which guest is experienced and which is not. In
these situations, one of the most useful things you can do for your guests is to inform them
where they can inquire for more information.This can be done by providing them with
pamphlets or giving them a phone number to call if they have more questions. In the
dialogue, the front desk agent did both.
LESSON NOTES

Letting Guests Know You Speak
English
CONTENTS
2 English
2 Vocabulary
2 Sample Sentences
4 Grammar
6 Cultural Insight
# 3
ENGLISH
1. CUSTOMER: ummmm...I...am... looking...for...
2. STAFF: Hello sir, the hotel makes us take English classes. What can I help
you find?
3. CUSTOMER: Oh, Great, I am just looking for the concierge.
4. STAFF: The concierge can be found in the main lobby, by the entrance. To
get there please walk down this hallway and take the second left. Is
there anything else I can help you with?
5. CUSTOMER: No, that's all. Thank you for the help!
VOCABULARY
entrance doorway, opening noun
a left turn directly after the

second left first phrase
classes of English, class

English classes where English is taught phrase
special attendant at hotels

concierge for guest activities noun
lobby entrance area of a hotel noun
SAMPLE SENTENCES
The entrance was too colorful to be To get to the pool, just take your second
missed. left.
ENGLI S HCLAS S 101.COM HOS PI T ALI T Y ENGLI S H FOR HOT ELS S 2 #3 - LET T I NG GUES T S KNOW YOU S PEAK ENGLI S H 2
I’m taking English classes at the Is that the concierge?
university.
"The front desk can be found in the hotel's "Meet me in the lobby."
lobby."
"English classes"
This phrase refers to the classes you take in order to learn English. Here, the interesting part
is that most hotels do not require their employees to take English classes. In fact, many
international hotels will require that their staff already speak English before they are hired.
However, by stating that she's taking English classes, the staff member was alluding to the
fact that she is still learning English. In other words, she may not understand everything, but
she will understand many things.
For example:
1. "I had to take many English classes before I was hired at the hotel."
2. "Even though I already speak English, I keep taking English classes to learn more."
"second left "
In the dialogue, this phrase refers to turning left and specifically to a series of opportunities to
turn left and go in that direction. In this context, the staff member is giving instructions to
not turn at the first opportunity on the left but instead to turn left at the second opportunity.
1. "To get there please walk down this hallway and take the second left."
This phrase can also take the form of "second on the left" when you're talking about specific
hotel rooms instead of hallways.
For example:
1. "After you get out of the elevator, your room is the second on the left."
2. "To get to the pool, go straight down this hallway and take your second left."
GRAMMAR
T he Focus of t his Lesson is How t o Let Guest s Know You Speak English
"T he hot el makes us t ake English classes."
Most Americans only speak English. Because of that, wherever they go, they assume that the
locals will only speak their native language. Many Americans become apprehensive and
even fearful when they try to speak to hotel staff because they assume the staff members do
not speak English. To help your guests feel more comfortable, there are a number of ways
and phrases you can use to let your guests know that you speak English.
Subt let y
Native English speakers usually identify a person who correctly uses indirectness and
subtlety as a better English communicator. Therefore simply stating:
"I speak English."
or
"I have a certificate in English proficiency."
may not be as effective as other phrases and might even be considered rude or arrogant. In
this lesson, we'll look at five phrases you can use to let guests know you know how to speak
English and increase their confidence in your ability to speak English.
Phr ase 1
The first phase we will look at is:
"Excuse me, sir?"
This phrase is actually a question and is best used in situations where the guest is speaking
English in a way that you're having difficulty understanding. This may be because they're
speaking too slowly, or too loudly, or in a dialect you're unfamiliar with. Remember to use a
rising tone at the end to indicate it is a question.
Also, if you're speaking to a woman be sure to use the phrase:
"Excuse me, ma'am?"
Phr ase 2
The second phrase we will look at is:
"Can I help you with anything, ma'am?"
This phrase is also a question. However, this phrase is often best used when the guest seems
to be unsure what to say. They may be stuttering, look confused, or be flipping through a
local language dictionary. It's often best to approach them and ask this question when you
are still a few feet away.
Again, if you're speaking to a man be sure to use the phrase:
"Can I help you with anything, sir?"
Phr ase 3
The third phrase we will look at is:
"May I help you, sir?"
This question is best used when they guest has asked if there was anyone at the hotel who
speaks English. For example, the guest may say something like:
"Does anyone here speak English?"
Instead of saying "I do!" It's much more appropriate to say something more indirect such as:
"May I help you, sir ? "
Or
"May I help you, ma'am? "
Be sure to avoid using the word "can" in this phrase. In practical conversation, there's no
difference between
"Can I help you, ma'am? "
and
"May I help you, ma'am? "
However, most native English speakers are aware of the difference between these two words
even if they themselves do not use them properly. The fact that you do in this question shows
the guest that you understand and speak English well and that you will, in fact, be able to
help them.
Phr ase 4
The fourth phrase is very useful in situations where there has been some kind of confusion.
This can often happen when guests are speaking in English to other staff members who may
not be as proficient as you are. The guest may become frustrated at the staff members' lack
of understanding. At times like these, depending on your hotel's standards of procedure, it
may be appropriate for you to approach the guest and say in a calm voice:
"What seems to be the problem?"
This phrase is much better than saying simply:
"What's wrong?"
...because it shows you are a better English communicator. Especially in situations where the
guest has been misunderstood by one of your co-workers, showing that you have advanced
English skills will help resolve the situation faster.
Guidelines
In general, the best way to let guests know that you speak English is by using English in a
natural way, like in the examples we've described in the lesson. However, be sure to avoid
complex grammatical sentences and phrases as you are more likely to have pronunciation
or intonation problems that will decrease your image of being a proficient English speaker.
Remember, your English doesn't need to be perfect for your guests to trust you. It just needs
to be good enough that they can pay more attention to what you're saying than how you're
saying it.
Pr onunciat ion T ip
All of the phrases in this lesson are designed to help you create a relationship with your guest
by using English in a proficient way. Practicing and making sure these phrases are "accent-
less" or as close to exact native pronunciation and intonation is possible will increase your
guests' confidence in you much more than using complex grammatical sentences. In
general native English speakers value clear and native-like pronunciation more than any
other speech variable. Having excellent pronunciation will allow you to become a more useful
employee, and may even result in a promotion!
CULTURAL INSIGHT
Quick T ip
It can sometimes be difficult to tell whether or not your guest is trying to speak the local
language or they just don't know how well you speak English. In these cases, it's sometimes
better to let the guest speak a little bit in whatever language they want before you tell them
that you can speak English.
For example, some guests enjoy speaking the local language and even take pride in doing
so. Speaking to them only in English when they want to speak in the local language will
actually be very frustrating to them. In these situations, be as patient with their attempts at
the local language as you would hope they would be with your English. This will make them
happy, and happy guests make for a happy hotel.
LESSON NOTES

Making English Small Talk With
Guests
CONTENTS
2 English
2 Vocabulary
3 Sample Sentences
4 Grammar
6 Cultural Insight
# 4
ENGLISH
1. STAFF: May I carry your bags to your room for you?
2. CUSTOMER: Oh, that would be nice thank you!
3. STAFF: No problem, so where are you coming from?
4. CUSTOMER: California.
5. STAFF: Oh neat, I bet the weather is nice... What are your plans while
visiting?
6. CUSTOMER: I am not really sure yet. This is my first time here. I really wanted to
see the castle, though.
7. STAFF: Oh, I have heard a lot of nice things about the castle, I have been a
few times. I think you would also enjoy the river and the monument
as well. They are very similar, but they don't have the tourist trap
feel.
8. CUSTOMER: Thank you very much for the advice, I'll be sure to check them out.
9. STAFF: Well, here is your room. Please enjoy your stay with us and let us
know if there is anything we can help you with.
VOCABULARY
castle large building for royalty noun
area where products and

tourist trap services are overpriced phrase
because of tourists
advice counsel noun
check it out look at, examine phrase
ENGLI S HCLAS S 101.COM HOS PI T ALI T Y ENGLI S H FOR HOT ELS S 2 #4 - MAKI NG ENGLI S H S MALL T ALK WI T H GUES T S 2
artificial object that has
monument noun
historical meaning
SAMPLE SENTENCES
I would like to live in a castle. Don’t go to Greenville, it’s a tourist trap.
Could you give me some advice? Check it out!
""t our ist t r ap"
This phrase is used to refer to a place that is highly focused on tourists. In other words, the
area has many vendors, salesman, stores, and attractions all designed to entice tourists to
spend money there. The phrase "tourist trap" has a very strong negative connotation. In
general, places that are considered "tourist traps" offer and sell things that tourists want to
buy, not necessarily things that are authentic to that particular place.
For example, in Braz il there is a beach in the northeast where many tourists enjoy going
because of the warm water and pleasant climate. Because of the tourists, prices on general
goods are extremely high. For example, a small bottle of honey could cost upwards of $150
whereas that same bottle of honey at the city center costs roughly $10.
For example:
1. "Don't go there, it's a tourist trap."
2. "I've always heard that that place was a tourist trap."
"check t hem out " (vs. "check out t hem"—wr ong)
The phrase "check them out" is a special kind of phrase called a phrasal verb. Be careful not
to confuse this word with the phrase "check out" which means to help a guest leave their
room.
The shorter phrase "check out" more often means "to examine" or "to look at." Since the
guest is talking about an area outside of the hotel, you can be sure that they are talking
about examining or looking at something instead of finishing their stay at the hotel.
For example:
1. "Thank you for your advice. I'll be sure to check them out."
2. "I really want to check them out. They seem so interesting."
GRAMMAR
T he Focus of t his Lesson is Quick T ips for Making t he Most of Small T alk
"Oh neat , I bet t he weat her is nice... What ar e your plans while visit ing? "
Small talk can often be difficult for non-native English speakers because small talk is open to
any subject. The guest you're talking to could suddenly start talking about politics, travel,
shoes, shopping, audio equipment, computers, food, or surfing at any given moment.
In this lesson, we have four tips to help you excel at small talk.
T ip 1
Our first tip is to help control the topics that may be brought up in your conversation. The
best and easiest thing to do is to make small talk about the customer's trip. In the dialogue,
the staff member did this by saying:
"Oh neat, I bet the weather is nice... What are your plans while visiting?"
Notice how the staff member took control of the conversation by asking a question. By using
a question, the staff member was able to keep the conversation topic relevant and talk about
something very customer will probably be excited about.
Other phrases that you could use would be:
1. "How was your flight?"
2. "Did you arrive without problems?"
3. "Have you had a pleasant trip so far?"
4. "Do you plan on staying here for a while?"
T ip 2
Our second tip is to purposely try and ask open-ended questions. An open-ended question
is a question that usually needs to be answered with some kind of explanation. Usually,
open-ended questions begin with question words like "what," "where," "when," "how,"
"who," and "why." In the dialogue, the staff member asked:
"What are your plans while visiting?"
and
"Where are you coming from?"
Two other excellent phrases you can use here are:
"How far did you come?"
And
"What do you plan on doing while you're here?"
T ip 3
Our third tip is to try to avoid talking about and referencing yourself. As you might imagine,
we cannot give any examples from the dialogue. However, the next time you listen to the
dialogue notice how little the staff member talks about herself. And, even when the staff
member does talk about herself, it's always in reference to what the guest has said or asked.
For example, phrases like:
"I would love to visit California."
and
"I really enjoy going to the river and the monument."
or even
"I don't think going to the castle is a good idea."
are too personal and might even be seen as inappropriate. Phrases like these would almost
certainly cause your small talk to become more complicated.
T ip 4
Our fourth tip is to always be friendly and pleasant. First and most important this means that
you should smile and use a happy positive tone of voice. Another and equally important
thing to not do is contradict the customer. This is particularly important when what the
customer has said or is suggesting is something that you disagree with. For example, the
staff member knew that the castle was a "tourist trap." However, when the guest said:
"I really wanted to see the castle, though."
The staff member responded by saying:
"I've heard a lot of nice things about the castle."
The staff member could have said:
"Oh, don't go there. That's a bad place. They'll just take all your money."
However, this is too direct and most English speakers would consider this rude even though
the staff member is trying to help.
Instead, the staff member commented truthfully on what the guests it said by saying,
"I've heard a lot of nice things about the castle from our guests."
Notice how the staff member neither agrees nor disagrees with the guest. She simply
comments. Then, to help the guest, the staff member gives two other suggestions of places
she could visit. To do that, she said:
"I think you would also enjoy the river and the monument as well."
But the staff member really did feel it important to tell the guest that the castle was a tourist
trap. However, instead of calling the castle a tourist trap outright and sounding rude, she
suggested the river and the monument as good places when compared to the castle. She
said:
"They're very similar, but they don't have the tourist trap feel."
Here, the staff member indirectly referred to the castle as a tourist trap. This indirect use of
the English is usually very appreciated by English speakers.
CULTURAL INSIGHT
Quick T ip
Small talk is an important and stressful topic for most English learners, and especially in a
hotel setting, it can be overwhelming. However, always remember that it's more important to
perform the service the guest is asking of you or expecting of you that it is to perform small
talk. It is better that you simply take the bag to their room and do very little talking than it is
for you to talk so much that you forget to help them take the bag to their room. Let the
customer take the lead as far as how much to talk. Some will be chatty and want to know
more about the area or hotel, while others might be tired from a long trip and appreciate
some quiet!
If you do not feel comfortable in making small talk, you should still perfect the phrases that
are important to your job. For example, you should practice and be very good at saying:
"May I carry these bags to your room for you?"
and
"May help you with anything else?"
LESSON NOTES

Helping A Guest Find the Bar
CONTENTS
2 English
2 Vocabulary
2 Sample Sentences
3 Grammar
5 Cultural Insight
# 5
ENGLISH
1. CUSTOMER: Excuse me, I am looking for the bar?
2. STAFF: Certainly sir, it is on the 15th floor. If you keep walking straight and
take the next right, you will run into the elevator. Just take that to
the 15th floor, and you should see the bar. The elevator doors open
right in front of it.
3. CUSTOMER: Great thanks!
4. STAFF: Can I help you with anything else?
5. CUSTOMER: No, thats all thank you!
VOCABULARY
turn to the right at your

take the next right soonest opportunity phrase
the floor that comes after the

15th floor 14th phrase
should see is important that you see phrase
machine that transports

elevator people between floors of a noun
building
SAMPLE SENTENCES
If you want to go to the sushi restaurant, Your room is on the 15th floor, with a view
you need to take the next right. overlooking the ocean.
ENGLI S HCLAS S 101.COM HOS PI T ALI T Y ENGLI S H FOR HOT ELS S 2 #5 - HELPI NG A GUES T FI ND T HE BAR 2
You should see this! We apologiz e but the elevator is out of
order.
"t ake t he next r ight "
This phrase is used to instruct someone to turn right at the next opportunity and, in this
dialogue, the phrase is used by the staff member. We can assume that there are at some
points in the guest's path with other options and other right turns they could make. The staff
member specifies this one as the correct one.
"If you keep walking straight and take the next right, you will run into the elevator."
For example:
1. "Go past the vending machines and take the next right."
"should see (maybe t her e's somet hing in t he way)"
This phrase is used to tell someone what they will most likely see. In this case, the staff
member said:
"Just take that to fifteenth floor, and you should see the bar."
Using the verb "should" is better than "will" in this case because you don't know exactly
what will happen when the guest arrives at the location. Most likely they will see the bar, but
there's a small chance that something might be blocking it. You can't know, so you should
use "should."
For example:
1. "After you take the corner you should see your room, number 512."
2. "You should see a pamphlet on top of the table with telephone information."
GRAMMAR
T he Focus of t his Lesson is Get t ing Confir mat ion T hat t he Guest is Sat isfied
"Can I help you wit h anyt hing else? "
When interacting with a guest it is always important to make sure the guest is satisfied with
the service or solution you have given them. However, simply asking:
"Are you satisfied with my service?"
Is a bit too direct. Most English speakers would feel uncomfortable if you asked them this.
There are several phrases you can use to ask if the guest is satisfied without being so direct.
We will look at two of those phrases.
Saying goodbye t o a guest :
Be sure to include a question at the end of your conversation to get verbal confirmation that
the guest is satisfied with everything and has no questions. Most of the dialogues in this
series will include this verbal confirmation as a form of practice.
Can I help you wit h anyt hing else?
The first phrase we'll look at is:
"Can I help you with anything else?"
This is the phrase that was used in the dialogue. This question asks the guest if they need
more assistance. You can tell if they are satisfied if by how they respond. If they say:
"No, that's all, thank you."
...or something like it, then they were almost certainly satisfied with your services.
If the guest is not yet satisfied, they will continue to ask questions or request things of you.
For example, the guest may say things like:
1. "Yes, I need some help with my bags, too."
2. "You know, I'd like to know where I can find a good restaurant."
With requests like these, continue in the same pattern as before. Answer the question or
provide the service they requested then ask:
Is t her e be anyt hing else, ma'am/sir ?
The second phrase is:
"Is there be anything else, sir?"
or
"Will there be anything else, ma'am?"
(Use "sir" when speaking with men and "ma'am" when speaking with women.)
This is a very natural English phrase and could easily have been used in the dialogue. This
phrase tends to be more often used with American English speaking guests because
throughout most of the United States, "ma'am" is an honorific or term of respect.* With
British English speaking guests, the term "ma'am" is generally reserved for the Queen of
England.
*Most of the time, American women appreciate being referred to as "ma'am." One of the
exceptions is when the woman has a specific title, such as "Dr.," "Senator," or "President." In
these situations, you should always use her title with her last name. For example:
1. "Is there be anything else, President Smith?"
2. "Will there be anything else, Dr. Jones?"
When t o ask
As important as what to ask is when to ask. Usually the best time to ask these questions is at
the end of your conversation. In other words, after the guest has requested your services and
you have done what they asked. In the dialogue, the staff member answered the questions
and then asked:
However, be sure to wait for about two seconds to see if the guest will ask more questions.
This reduces the chance you have of interrupting the guest.
Also, continue to watch the guest to see if they are thinking of new things to ask or say or
maybe if they are confused. If you think they may ask another question, wait attentively for
them to ask.
CULTURAL INSIGHT
Quick T ip
Most hotels train their staff to always recommend services that the hotel provides first. This is
both practical as the hotel usually offers excellent services as well as a sound business
decision as those services are very expensive and of hotel guests don't use them, the hotel
may stop offering them altogether.
However, often guests do not want to take advantage of the hotel services. They want to
experience "the local area" and go and do things outside. In these situations, it's usually
best to try and find some way to recommend the hotel services first, but if that doesn't work
recommending services that are provided by others is also acceptable.
LESSON NOTES

Handling a Customer Complaint in
English, Part 1
CONTENTS
2 English
2 Vocabulary
2 Sample Sentences
4 Grammar
5 Cultural Insight
# 6
ENGLISH
1. CUSTOMER: This is unacceptable, I reserved a room with a king siz e bed or

better, but now you don't have any? Are you able to upgrade me to
a suite?
2. STAFF: I'm sorry sir, I don't have the authority to make that type of
upgrade. Could you please hold on for a few minutes? I will run
and get my manager and they will be able to work with you to
resolve this issue.
3. CUSTOMER: Fine. (exasperated)
4. (gets manager and comes back)
5. STAFF: Thank you for your help with this matter, sir. Mr. Smith here had
reserved a king siz ed bed, but we only reserved a room with a full
siz ed bed for him. When I was talking with him earlier, he asked
what we could do to resolve this issue.
6. MANAGER: I understand, Thank you. Hello sir, I apologiz e for the

inconvenience. Let's see what we can do for you.
VOCABULARY
not accepted, not good

unacceptable enough adjective
upgrade an increase in quality noun
permission and power to do

authority something noun
to solve, to correct, to make

to resolve better verb
smallest siz e bed that fits

full siz ed bed two people phrase
SAMPLE SENTENCES
ENGLI S HCLAS S 101.COM HOS PI T ALI T Y ENGLI S H FOR HOT ELS S 2 #6 - HANDLI NG A CUS T OMER COMPLAI NT I N ENGLI S H, PART 1 2
This is unacceptable! I would like to upgrade my room please.
I don’t have the authority to do that. What can we do to resolve this issue?
None of the rooms in our hotel have a full siz ed bed.
"double siz e bed vs full bed"
The phrases "double bed" and "full bed" probably seem like they are referring to two different
bed siz es, but "double bed" and "full bed" are actually the same siz e. In most hotels the term
"full bed" is preferred, but guests may use either. When speaking directly with a guest, it's
best to use the term they are using. For example, if the guest says:
"I would like to reserve a double bed, please."
You should respond with something like:
"Certainly sir. We have several rooms with double beds available."
However, if the guest says:
"I would like to reserve a full bed, please."
You should respond with something like:
"Certainly sir. We have several rooms with full beds available."
"king-siz e bed" vs. "king-siz ed bed"
If you look in most dictionaries, they will tell you that saying "king-siz e bed" or "king-siz ed
bed" is a matter of choice. Both are correct. Because of this, be sure to ask and check what
your hotel prefers you say. In general, you can follow what the guest says. If the guest says,
"I requested a king-siz e bed."
You should also use the term "king-siz e." If you use a different term from your guest, they
may think you are trying to correct them or that you are confused, which is usually not a
good way to start a relationship.
For example:
1. "I have to have a king-siz e bed."
2. "I would really prefer a king-siz ed bed."
GRAMMAR
T he Focus of t his Lesson is How t o Handle an Unhappy Guest

"I will r un and get my manager and t hey will be able t o wor k wit h you t o r esolve t his
issue."
Even when you're doing your best, things can go wrong. When a guest is very upset and they
are requesting or demanding things you are not allowed to do, it is often best to get your
manager. In this lesson, we're going to break down and examine the phrases used in the
dialogue and explain each one separately.
Get t ing t he manager
The phrases we are going to break down are:
"Could you please hold on for a few minutes? I will run and get my manager and they will be
able to work with you to resolve this issue."
"Could you please hold on for a few minut es? "
This phrase is used to pause the conversation or to shift the attention of the guest. You
should normally wait until the guest has stopped speaking to use this phrase. In general, the
phrase:
"Could you please hold on for a few minutes?"
is asking the guest to wait for a short period of time. Notice how the words "a few" are used.
This phrase does not specify an amount of time. For example, you shouldn't say things like:
"Could you please hold on for five minutes?
because your guest is already frustrated and upset. If you say "five minutes" and the
manager is busy and it takes you seven minutes, you will only add to the frustration of the
situation. Your main goal is to make the guest at ease and happy.
For example, you could say:
1. "Could you please wait while I run and get the manager?"
2. "Could you please wait for just a short while?"
Making t he guest feel at ease
When you have to go get the manager because a guest is upset, it is important to put them
as much at ease as possible. If the guest is more at ease, then the manager will be able to
help the guest faster. That's why the staff member used the phrase:
"I will run and get my manager."
The word "run" shows you feel this is an urgent issue. When a guest believes that you
understand why the issue is important to them, they usually start calming down. This is the
beginning of resolving the issue.
For example:
1. "I'll hurry and go get my manager."
2. "The manager is just over there and I'll go grab them."
T hey will be able t o wor k wit h you t o r esolve t his issue.
This phrase is important because it identifies several things. First, that the manager has
much more authority than the current staff member. Establishing this fact is important
because the guest is frustrated because their issue hasn't been resolved yet. Stating clearly
that the manager will be able to help the guest resolve the issue is very calming to guests.
"They will be able to work with you to resolve this issue."
Second, state in some way that guest and manager will work together instead of the
manager resolving the issue for them. This is usually because one of the main reasons you
have not been able to resolve the issue is because the guest isn't working with you. In other
words, even if the manager has the authority to help them they won't be able to because the
guest isn't working with the manager either.
For example:
1. "The manager has more authority to help resolve problems like these."
2. "The manager is better able to help guests resolve problems like these."
CULTURAL INSIGHT
Quick T ip
A good tip when dealing with the complaints of customers where you have to go and get the
manager is to tell the manager the problem in front of the guest. Since they are listening to
your explanation, they can also contribute information. However, be sure to speak quietly
and privately so that other guests or staff members are not able to hear.
Another good tip is that many customers enjoy being framed as the victim when you're
talking to the managers. For example, you could say:
"The customer claims he didn't order these movies even though there on his bill."
...but the customer would appreciate it more if you said:
"These titles are on the customer's bill even though he didn't order them."
Please keep in mind that guests from different cultures may have different ways of
complaining, and may even sound very rude and direct. Just continue to be polite and listen
to their complaint, and work together with the guest and the manager to set things right.
LESSON NOTES

English, Part 2
CONTENTS
2 English
2 Vocabulary
3 Sample Sentences
4 Grammar
5 Cultural Insight
# 7
ENGLISH
1. CUSTOMER: You guys can't put a six foot seven man in a full siz e bed.
2. STAFF: I'm sorry sir, but all of our rooms with king-siz e beds are occupied.
We do have a suite available but only the manager can make that
change. Would you like me to get them?
3. CUSTOMER: Yes, please.
4. —-
5. STAFF: Here's the manager, sir.
6. MANAGER: Hello sir. Stacey here has explained the situation to me and I
apologiz e for the inconvenience. In your eyes, what do we need to
do to make this up to you?
7. CUSTOMER: Moving me to a room with a king siz ed bed would be great. If not
can you upgrade me to a bigger room with a larger bed?
8. MANAGER: I see. It looks like all of our king siz ed bed rooms are booked, but
we do have a business suite available with a king bed. Why don't
we upgrade your reservation to this room, free of charge. Does this
solution work for you?
9. CUSTOMER: Oh that would be great! Thank you for your help.
10. MANAGER: Thank you so much for your patience. We really value your
patronage. Again, I am very sorry about all of the inconvenience.
VOCABULARY
king siz e second largest bed siz e adjectival phrase
inconvenience not convenient, troublesome noun
in your eyes in your opinion, to you phrase
them (non-gender singular) object form of they pronoun
SAMPLE SENTENCES
Would you like a king siz e bed or a I apologiz e for the inconvenience.
California King?
In your eyes, how can we resolve this The manager is in his office, would you
issue? like me to get them?
"t he manager "—t hem
In the dialogue, there was what many grammarians consider a grammatical error. This
occurred when the staff member referred to the manager as "them." The grammatical
problem here is that "the manager" is only one person while "them" refers to more than one
person. However, most English speakers speak this way and most linguists believe it will
continue for a long time. Still, in general it's best to use "him" or "her" when you know the
gender of the person, and only use "them" if you're not sure if you are talking about a man or
a woman (for example, if there are both male and female managers and you're not sure who
will be available).
For example:
1. "The guest is very upset. Shall I get them?"
2. "The manager is very busy but I will go get them for you."
"in your eyes"
This phrase is is another way of saying "in your opinion." The idea is to imagine or to refer to
what the other individual is seeing or perceiving. This phrase also very similar to "to you."
Usually this phrase is used in questions.
For example:
1. "In your eyes, what would be the best way to resolve this issue?"
2. "What's the right way to proceed in your eyes?"
GRAMMAR
T he Focus of t his Lesson is How t o Deal wit h an Escalat ed Complaint

"In your eyes, what can we do t o make t his up t o you? "
Depending on the hotel, how much a typical staff member can do to resolve complaints will
change. Some front desk agents have nearly as much authority to resolve a guest's
complaint as the manager does. However, sometimes the guest is demanding that the
conflict be resolved in a way that you are not allowed to do. At other times guests may
simply become so irritated that they are unable to work with you to resolve the conflict. You
may have the authority to help them but the guest has stopped working with you. At these
times, it is usually best to escalate the complaint.
To escalate a complaint means to transfer the responsibility for the resolution of the conflict
to someone above you in the hotel hierarchy. Usually this is your manager however,
sometimes it may be transferred to his supervisor, and if they are unable to resolve it they can
escalate it to the hotel manager. If the top manager is unable to resolve the issue, he or she
may escalate it to the corporate office or owner of the hotel.
In this lesson, we will assume that you are the manager and that the complaint has been
escalated to you.
St ep 1
The first step in resolving the complaint from a guest is to say:
"I'm sorry. Let's see if we can find a satisfactory solution to this."
Here, you apologiz e for the situation and emphasiz e working together in order to resolve the
issue. This is the first step in almost any kind of conflict resolution.
For example:
1. "I apologiz e. Let's try and get this resolved as soon as possible."
2. "I am so sorry. But I'm sure we can get this resolved quickly."
St ep 2
The second step is to look for a reference point or try to find some kind of understanding
about what the guest would consider a suitable solution. Many hotels have specific
standards of procedure for these circumstances. If your hotel does, use this opportunity to
lay out the details of the solution.
If your hotel does not have specific standards of procedure for the circumstance, you can
usually start by asking:
"In your eyes, what can we do to make this up to you?"
How your guest responds will give you the reference point you're looking for. In the dialogue,
the guest responded with:
"Moving me to a new room with a king siz e bed would be great. If not, can you upgrade me
to a bigger room with a larger bed?"
From this, the manager was able to know what the guest wanted in a clear concise way, and
was able to provide that.
For example:
1. "In your eyes, what can we do to rectify the situation?"
2. "To you, what would be a good way to resolve the issue?"
3. "What would you consider an appropriate way to resolve this issue?"
St ep 3
Once the conflict has been resolved, you should always thank the guest. It's also a good
idea to apologiz e once more for the inconvenience or trouble the guest has gone through.
You can thank them for working with you to resolve the conflict by saying something like:
"We apologiz e again for the inconvenience and thank you for working with us."
You could also think them in a more indirect way by saying something like:
"Thank you so much for your patience. We really value your patronage. Again, I am very sorry
about the inconvenience."
CULTURAL INSIGHT
Quick T ip
If you are curious as to whether or not you have swayed the customer from being dissatisfied
to satisfied, you can ask a question like "Does this work for you?" and if they say no or
anything with a negative connotation, they most likely are not 100% satisfied.
However, most hotels will also require staff to avoid using the word "enough." For example:
"Does the solution seem like enough to you?"
Using this word is bad for two reasons. First, because it allows the guest to continue asking
for more and more. Second, because this leaves the door open, it can seem as if your
treating the guest like a demanding person. That can make the guest feel uncomfortable
and they may even become unhappy.
LESSON NOTES

English, Part 3
CONTENTS
2 English
2 Vocabulary
3 Sample Sentences
4 Grammar
5 Cultural Insight
# 8
ENGLISH
1. CUSTOMER: Hello, I would like to register a complaint. I requested a non-

smoking room, but you put me in a smoking room. I can't stay
there. I'm allergic to smoke.
2. STAFF: I apologiz e for the inconvenience. Could you please let me know
your room number, and I will switch you to a non smoking room.
3. CUSTOMER: I'm sorry, that is not good enough. All of my stuff smells like smoke
now, my sinuses are acting up...
4. STAFF: I'm sorry sir. Unfortunately there is not much we can do in this
situation, our corporate office has outlined specific actions to take
in this situation, and I am afraid they are not very flexible on this
point. Here is the corporate customer service number. Please feel
free to give them a call and share your complaint.
5. CUSTOMER: REALLY?! THAT IS RIDICULOUS
6. STAFF: I am sorry you feel that way, I would be more than happy to offer
you a voucher at our dry cleaner so that you can have the smoke
smell removed from your clothes. Would that resolve the issue?
7. CUSTOMER: Oh... That is really nice of you. Thank you.
8. STAFF: No problem sir, thank you for your patience.
VOCABULARY
sensitive to, has sensitivity

allergic to allergens adjective
becoming active, causing

acting up problems phrase
sinuses area around the nasal cavity noun
central administration of a
corporate office phrase
corporation
outline give directions for verb
SAMPLE SENTENCES
I’m allergic to peanuts. My knee is acting up.
My sinuses are acting up. Our corporate office is in Birmingham.
Our corporate office has been very clear We need to outline what were going to do.
about procedure in situations like these.
"I'm allergic" vs. "I have allergies" (very different)
In the dialogue we heard the phrase "I'm allergic." Another similar phrase is "I have
allergies." The difference here is in the connotation. Usually, when someone says "I have
allergies" they mean that they are sensitive to things like pollen, smoke, and plant debris. In
contrast, when someone says "I'm allergic" the connotation is usually toward things that are
more serious. For example:
..."I'm allergic to peanuts."
...would most likely mean that the person has a severe allergy to peanuts usually requiring
some kind of medical treatment. In the dialogue, the guest said "I am allergic to smoke"
because, to them, their sensitivity to smoke was very serious. However, it is highly unlikely
that there would be any kind of medical treatment necessary for this particular allergy.
For example:
1. "I'm allergic to shrimp."
2. "I have allergies every spring."
"act ing up"
This phrase is a casual phrase and often heard in spoken conversation but not very often
seen in written English. The phrase "acting up" means "causing problems" or "making
things difficult."
For example:
1. "My sinuses are acting up."
2. "My children are acting up."
GRAMMAR
T he Focus of t his Lesson is How t o Handle an Unhappy Guest

"Could you please let me know your r oom number , and I will swit ch you t o a non
smoking r oom."
Most hotels throughout the world have standards of procedure that instruct the hotel staff on
how to act in certain situations.
For example, when a conflict needs to be resolved, you can start by explaining to the guest:
"In this situation, we..."
"Hotel policy states that we..."
and then insert your reason. This helps the guest know that there are rules that must be
followed in order to resolve their situation.
However, sometimes those standards of procedure won't cover the situation that you're in
appropriately enough to be useful. In other words, the standards of procedure are unable to
resolve a guest's complaint.
In these situations there are a few things you can do, and we'll look at the dialogue as our
example.
St ep 1
In the dialogue, the room type is wrong. The guest had ordered a non-smoking room but
was placed in a smoking room. To resolve this the staff member offered a new room in a non-
smoking area. The guest responded with
"I'm sorry, that is not good enough."
Notice, and be aware that they did not refuse the new room. By saying
"I'm sorry, that is not good enough."
the guest essentially said: "Okay, but I want more." The guests then specified a problem that
needed to be resolved as well:
"All my stuff smells like smoke now, my sinuses are acting up..."
St ep 2
It seems like the guest wanted the hotel to buy new clothes, which the staff member knew the
hotel would not do. It's at this point that the standards of procedure failed the staff member
which is why they said:
1. "I am sorry, unfortunately our corporate office is not very flexible on this point and my
hands are tied. Here's the guest service phone number, please feel free to give them
a call and share your complaint."
Most of the time, guests will not like this answer. That's why he said:
1. "REALLY?! THAT IS RIDICULOUS!"
However, answering the way the staff member did serves at least two purposes. First, it tells
the guest that he or she is requesting something that the corporate office has particularly
prohibited. Second, that the situation is beyond the authority of that particular staff member.
This lets the guest know that there are limits to what can be done to resolve the issue.
St ep 3
The third step is to continue trying to resolve the situation. In other words, you should only
use the phrase in step 2 to escalate the complaint to the corporate office when the guest is
being completely unreasonable and no one in your hotel is able to resolve the situation. In the
dialogue, the situation was complex and the guest was frustrated but far from unreasonable.
That's why the staff member suggested the second solution, which was:
1. "I'm sorry you feel that way. I would be more than happy to offer you a voucher at our
dry cleaner so that you can have the smoke smell removed from your clothes. Would
that resolve the issue?"
In other words, the staff member suggested a new room to correct the room placement
problems and the dry cleaning voucher to correct the consequence of the wrong room
placement, which was the smoke smell in the clothing. In this way, the staff member was
able to resolve both issues.
CULTURAL INSIGHT
Quick T ip
Hotels are equipped with many different tools in order to host people who have health-
related issues. There are many different kinds of health related issues that hotels deal with on
a daily basis. For example, many travelers have special sensitivities to particular foods.
Because of this they have special diets and will require that their food be prepared in a
particular way. The difficult part here is that every guest is different so these instructions will
be unique almost every time.
Other common health related issues include allergies, such as hay fever or a sensitivity to
pollen. More severe allergies such as peanut allergies or seafood allergies can also pose
problems, as well as physical health conditions such as heart problems, which require the
hotel to have certified CPR specialists on staff. And beyond that many different kinds of
physical and mental disabilities exist, such as down syndrome and autism, which all must
be dealt with according to hotel protocol.
LESSON NOTES

English, Part 4
CONTENTS
2 English
2 Vocabulary
2 Sample Sentences
4 Grammar
5 Cultural Insight
# 9
ENGLISH
1. CUSTOMER: Hello, I would like to register a complaint. I reserved an ocean view,

but I am staring at the street.
2. STAFF: I apologiz e for the inconvenience, unfortunately all of our ocean

view rooms are taken.
3. CUSTOMER: I'm sorry, that is not good enough. I reserved that room for a
reason. Can you upgrade me to a better room with a window view?
4. STAFF: I'm sorry sir, unfortunately there is not much we can do in this
situation, our corporate office has outlined specific actions to take
in this situation, and I am afraid they are not very flexible on this
point. Here is the corporate customer service number, please feel
free to give them a call and share your complaint.
5. CUSTOMER: ARE YOU SERIOUS?! THIS IS OUTRAGEOUS! IS THIS HOW YOU

TREAT ALL YOUR CUSTOMERS?!
6. STAFF: I am very sorry about the mixup. Let me check the neighboring
hotels to see if they have any ocean view rooms open. The cost is
about the same and we would be more than happy to make the
reservation and help you get all of your baggage moved.
VOCABULARY
flexible changeable, bendable adjective
Are you telling the truth?,

Are you serious? Really? phrase
ocean view is able to see the ocean phrase
stare look at intensely verb
central administration of a
corporate office corporation phrase
outline give directions for verb
SAMPLE SENTENCES
I think we need to be a little more flexible. Are you serious?
I would like a room with an ocean view Please don’t stare.

please.
Our corporate office is in Birmingham. Our corporate office has been very clear
about procedure in situations like these.
We need to outline what were going to do.
"cor por at e office"
This phrase refers to the main office of a corporation. A corporation would be hotel chains
such as Doubletree, Hilton, and Holiday Inn. However, not every hotel has a corporate office.
If you happen to work in a hotel that does not have a corporate office, you can instead
specify the highest authority in your hotel or hotel chain. For example:
"I'm sorry, sir, but the hotel owner is very specific about these kinds of rules."
For example:
1. "I'm sorry sir, but I'm going to refer you to our corporate office."
2. "The hotel business office has all of the information that you need."
"Ar e you ser ious? "
The phrase "are you serious?" is used in response to something that another person has
said. It's also a very flexible phrase. It can be used playfully, angrily, or out of excited
curiosity. In the dialogue, the guest was very angry and was questioning what the staff
member had said. He did not like what he had heard and was expressing his frustration.
Similar phrases are:
"Are you kidding?"
and
"Are you joking?"
GRAMMAR
T he Focus of t his Lesson is React ing Appr opr iat ely t o Angr y Guest s
"Can you upgr ade me t o a bet t er r oom wit h a window view? "
Handling complaints from guests is a part of most days at a hotel. As a hotel staff member,
you have specific responsibilities and you take care of them well. Usually, the complaints are
about things that are outside your direct responsibility, but you should still be able to quickly
resolve or escalate the complaints in an appropriate manner.
However, there are some complaints that are more difficult to resolve than others. Angry
guests are often the most difficult guests to deal with. In this lesson, we'll look at three tips for
reacting appropriately to angry guests.
*Our first two tips mostly involve tone of voice, so please listen carefully to the audio for this
lesson.
T ip 1: Don't become angr y
One of the worst things a staff member can do when confronted by an angry guest is
become angry as well. In general, anger tends to make situations worse and will probably
make resolving the problem even more difficult than it already is. You should also avoid
accusatory statements like:
1. "Well sir, you should've paid more attention."
2. "You should have put that in your reservation, sir."
Statements like these show that you are frustrated as well and will usually make the guest
even more frustrated and angry. This is sometimes referred to as "antagoniz ing" someone or
turning someone into the bad guy. Also, do not become afraid. Being afraid tends to make
angry people even more angry which is what you want to avoid.
T ip 2 : React
Even though you shouldn't become angry with the guest, you should acknowledge their
anger in some way. You should remain calm, collected, and patient. However, you should
avoid being completely neutral to your guests complaints. For example, you should never
say something like:
"Okay sir. What do you want me to do about it?"
However, even polite sentences like:
"I apologiz e sir. What can we do to correct this issue?"
can cause the situation to get worse and make your guest even more angry when spoken
with an irritated, indifferent, or patroniz ing tone of voice .
If you react in a completely neutral way, the guest will probably get even more frustrated and
angry because they feel like their complaint is not important, or that you think their complaint
might even be stupid. You never want your guests to think that or feel this way.
One generally accepted way to react to an angry customer is to appear anxious about the
situation and focused on quickly resolving the issue. You can often do this by saying things
like,:
1. "I apologiz e sir. That is quite a problem. Let's see what we can do to fix this."
But remember, the key is in the tone of voice and talking a bit faster than normal, not
explicitly your word choice.
T ip 3 : Apologiz e
Our last tip is about apologiz ing. Angry customers are usually very frustrated. And, to them,
the reason for their frustration and anger is something that the hotel is responsible for.
Because of this, be sure to always apologiz e calmly. Don't just apologiz e once or twice. Be
sure to apologiz e repeatedly throughout the conversation and specifically after each angry
outburst. For example:
1. "I apologiz e sir. How can I help you?"
2. "I am very sorry to hear that ma'am. I'll get to work on that right away."
3. "I do apologiz e to all of you. What would be the best way to resolve this in your
eyes?"
CULTURAL INSIGHT
Quick T ip
Hotels have many different types of guests and many different kinds of staff. With so many
different personalities and points of view, there are occasionally disagreements,
misunderstandings, and even frustration. Particularly when a guest is complaining, you
should always assume there is a reason for the complaint.
Remember that you don't know the guests personally, and you don't know what things are
important to them or why. Sometimes, from your perspective, the guest's complaint may
seem insignificant or even childish. However, you should never say that or act like you think
that, no matter how ridiculous the complaint seems. Remember the old adage in American
business, "The customer is always right."
LESSON NOTES

#10
Calming Down an Angry Customer
CONTENTS
2 English
2 Vocabulary
3 Sample Sentences
4 Grammar
5 Cultural Insight
# 10
ENGLISH
1. CUSTOMER: This is ridiculous! I'm allergic to smoke! That's why I reserved a

non-smoking room! You obviously put me in a smoking room!
There is an ashtray on the nightstand and I can already barely
breathe!
2. STAFF: Hello sir, I am very sorry for the mistake. We must have made a
mistake and overlooked the non-smoking preference.
3. CUSTOMER: HOW COULD YOU OVERLOOK THAT?! ARE YOU STUPID?
4. STAFF: Sir, I apologiz e for the mistake, and I want to make this right for
you, but I can not assist you unless you are willing to work with me
at least a little bit. Would you mind working with me to find a
solution that you consider satisfactory?
5. CUSTOMER: Fine, but this is a bit ridiculous...
6. STAFF: What can we do to make it right?
7. CUSTOMER: Well for one, I would like the non-smoking room I asked for...
8. STAFF: I understand, how about I upgrade you to a non-smoking suite as

our way of apologiz ing for the inconvenience.
9. CUSTOMER: Oh wow! Thank you very much for taking care of me. I apologiz e for
yelling earlier.
VOCABULARY
obviously easily noticed adverb
How about what do you think, phrase
breathe inhale and exhale, verb
ENGLI S HCLAS S 101.COM HOS PI T ALI T Y ENGLI S H FOR HOT ELS S 2 #10 - CALMI NG DOWN AN ANGRY CUS T OMER 2
overlook to not see, to miss verb
preference desire, wish, request noun
with (American) together preposition
SAMPLE SENTENCES
He was obviously talking too fast. How about we go to the movies?
The most important thing to do is Always be careful to not overlook

breathe. customers requests.
We’ve set up everything according to your Will you go to the movies with me?
preference.
"wit h" - emphasis and pause
In the dialogue, the staff member said the word "with" with special emphasis. By adding the
extra emphasis and pausing both before and after saying this word, the staff member was
able to communicate two things to the guest. First, that the guest currently was not working
with the staff member. Second, that things would work better if the guest would work with
the staff member.
For example:
1. "I need you to work wit h me."
2. "I need you to come wit h me."
"How about "
The phrase "how about" has a very similar feeling to "what do you think about" or "what
about." The idea is that you're asking the opinion of the person you're talking to about some
particular topic or action. For example:
1. "How about we go to the lake this weekend?"
Here, the phrase "how about" is used to ask what the person thinks about going to the lake
this weekend.
For example:
1. "How about we make sandwiches for dinner?"
2. "How about I stay here at work while you go to the party?"
GRAMMAR
T he Focus of t his Lesson is Calming a Cust omer Down

"HOW COULD YOU OVERLOOK T HAT ? ! ARE YOU ST UPID? "
Most complaints that customers bring are easily handled and quickly resolved. However,
some customers can be so angry, abusive, and rude that resolving the situation requires you
to calm the customer down before any progress can be made. In other words, once a
customer has reached this stage of anger there is not much that can be done. Your focus
should, instead, be on calming the customer down. Here are 3 tips for helping a customer
calm down, and one exception.
T ip 1
Listen to the customer and make sure you fully understand the complaint. Since the
customer is already very angry, you probably shouldn't ask them to repeat the issue as this
will usually make them even more angry. Instead, in your own words, tell them what you
understand the situation to be and then ask them for confirmation. Using the context from
the dialogue, you could say something like:
"I'm very sorry for this sir. So, the problem is that you are in a smoking room when you
reserved a non-smoking room and it's making it difficult for you to breathe. Is that correct?"
Or, in another context, you could say something like:
"I apologiz e sir. If I understand you correctly, you are experiencing problems with the
thermostat and your room is far too cold to be comfortable. Is that correct?"
This helps the customer calm down because they know their complaint has been
understood.
T ip 2
Accept responsibility or blame for the error and tell the customer that you accept it. Making
sure the guest knows you accept the responsibility by telling them that you do is a very
important step in calming the guest down. Often part of the reason guests are angry is
because they think the hotel will not accept responsibility for the error. You could do this by
saying things like:
1. "I apologiz e for this sir. We must have made a mistake."
2. "I'm so sorry, ma'am. I'm sure it's our fault. Let me look into it."
You may find out later on that it was guest's fault but accepting the responsibility now will
often calm the guest down quickly and make things easier for everyone.
T ip 3
Deal with the complaint as quickly as possible. Guests often become angry about issues at
hotels because they are otherwise busy and the hotel issue has made things worse. For
example, maybe they are very tired and have young children who need to sleep but the room
is wrong. This last thing makes them very angry. In other words, the faster you deal with the
problem, the faster the guest will calm down. You should indicate this by saying something
like:
1. "I want to resolve this for you quickly, sir."
2. "Please sir, let's work together to get this resolved quickly."
Be sure to say these quickly and with an anxious tone of voice like we talked about in Lesson
9. That will further help calm the customer down.
Except ion:
If something goes wrong, if you are inexperienced, or if you find yourself getting angry and
are simply are not the right person to deal with the complaint, don't be afraid of simply
shifting the complaint to a co-worker or to your manager. You can do this by saying
something like,
"I understand sir, but I don't think I'm the right person to resolve this for you. Let me run and
get my manager."
In these situations, you haven't really calmed the customer down. Instead you are removing
yourself from the situation in order to avoid making it worse. Often, this kind of "side-
stepping" to avoid problem situations is appropriate and will help the customer resolve their
situation faster.
CULTURAL INSIGHT
Quick T ip
In the dialogue, the staff member was appropriately trying to take responsibility for the wrong
room. However she did that in the wrong way by saying:
"We must have made a mistake and overlooked your non-smoking request."
Here, the staff member guessed the cause and that guess made the guest even more
irritated. A better way would have been to just say:
"We must've made a mistake."
Here, the staff member would appropriately take responsibility for the wrong room and avoid
any problems caused by making excuses for the mistake. Usually guests don't want to know
why something went wrong, they want to know what you're going to do to fix it.
LESSON NOTES

#11
Politely Refusing a Guest
CONTENTS
2 English
2 Vocabulary
3 Sample Sentences
4 Grammar
5 Cultural Insight
# 11
ENGLISH
1. CUSTOMER: Hello, I was wondering if you could help me find someplace in the
area to eat.
2. STAFF: I would be happy to. There are quite a few restaurants around. Are
you looking for anything specific... a certain kind of cuisine, a
certain price range, anything like that?
3. CUSTOMER: It's my last night here, so I'd like to have a few drinks and maybe
enjoy a bit of the night life.
4. STAFF: In that case, I would actually recommend the hotel restaurant, it's
on the 15th floor. They have a great bar, and the prices are pretty
reasonable. It also has all window seats so you can check out the
surrounding area and scope out a nice place to go for an after-
dinner walk in case you want to get out of the hotel.
5. CUSTOMER: I probably won't go for a walk, but what time do you get off? Would
you like to join me for a drink or two when you're done?
6. STAFF: Oh! I'm flattered, but unfortunately the hotel doesn't allow us to
pursue personal relationships with guests.
7. CUSTOMER: Oh I see...Well, thanks anyways!
8. STAFF: No problem sir, please enjoy your dinner!
VOCABULARY
cuisine food noun
price range distribution of prices phrase
activities of an area which

night life happen at night phrase
window seats seats near the window phrase
ENGLI S HCLAS S 101.COM HOS PI T ALI T Y ENGLI S H FOR HOT ELS S 2 #11 - POLI T ELY REFUS I NG A GUES T 2
leave work, end one’s shift at
get off phrasal verb
work
in the area nearby, close, around here phrase
SAMPLE SENTENCES
I particularly enjoy Italian cuisine. Could you give me the general price
range for this store?
I'd like to enjoy the nightlife. All of our seats are window seats.
What time do you get off work? Do you know of any good salons in the
area?
Is there an ice cream shop in the area?
"get off"
This phrase is used to talk about when you leave work to go home. The idea behind this
refers to another phrase, which is "on the clock," and means that you are at work. The full
phrase would be "get off the clock" and asking when someone "gets off" means "when do
you leave work?"
For example:
1. "I get off work at 7 PM."
2. "I'll be at work for another three hours before I get off."
"night life"
The phrase "night life" refers to the activities that are available at night in a particular area.
This could include bars, clubs, or music venues that are open late.
For example:
1. "I would like to sample the night life of New Orleans."
2. "There's not much night life around here."
GRAMMAR
T he Focus of t his Lesson is How t o Deal wit h Guest Advances

"Would you like t o join me for a dr ink or t wo when you'r e done? "
As an employee staff member, you will probably interact with almost every guest that goes
through your hotel at one point or another. This is a good thing because it helps you perform
your job and help and serve the guests. However, occasionally, situations arise in which
guests will give you more attention than is appropriate. In English, we have several phrases
to describe this behavior. For example,
"hitting on"
"flirting with"
"coming on to"
"making a pass at"
These all describe the act of making your romantic interest in someone known. If it's done
with subtly or well it would generally be called "flirting," whereas phrases like "coming on to"
and "making a pass at" imply that the behavior is very unwelcome.
For example:
1. "She was coming on to me."
2. "Are you hitting on me?"
3. "She was flirting with him."
In the dialogue:
The situation in the dialogue is a very tricky situation. Not handling it correctly can lead to
many different awkward situations and to even more negative consequences. In order to
avoid these awkward or negative outcomes, it is important to handle these situations
maturely.
T he met hod
One very good method that can be used in these situations is to remove the responsibility of
having to say no from you to the hotel itself. In other words, make it sound like you would say
yes if it weren't for the hotel's rules. But since the hotel has these rules you have to say no. In
the dialogue, the staff member did this by saying:
"Oh! I'm flattered, but unfortunately the hotel doesn't allow us to pursue personal
relationships with guests."
The phrase "to be flattered" means that you are grateful for a complement. By using this
phrase, the staff member was able to indirectly thank the guest for hitting on her while still
saying no. The message was clear and the guest's understood that there was no other
option and he gave up. You could also use phrases like:
1. "Why thank you so much! That is very nice of you but the hotel doesn't allow me to
pursue relationships with guests. I'm sorry."
2. "Thank you for the invitation, but I'm not allowed to fraterniz e with guests."
"To fraterniz e" means to form relationships with someone outside of a work context.
T one of Voice
In these situations, it is important to be aware of and control your tone of voice. Specifically,
you should avoid any kind of irritated, frustrated, or patroniz ing tone of voice. This could
make the guest feel rejected and, especially if there are other people nearby, embarrassed.
Guests who feel this way rarely returned to the hotel and may even retaliate against you by
reporting you to your supervisor or manager.
To avoid this, always speak with a positive, sincere, slightly apologetic tone of voice. For
example, saying the phrase:
1. "Thank you for the invitation, but I'm not allowed to fraterniz e with guests."
...will let the guest know that their advances are not appropriate nor allowed but that you are
still on friendly terms with them.
In the dialogue, the staff member did this very well and the guest was not offended, and they
were able to continue working together.
CULTURAL INSIGHT
Advances by Guest s
Possibly one of the most uncomfortable realities of working in a hotel, especially if you're
female, is that guests will hit on you. In the dialogue, the guest asked the staff member out
for a drink. In most cultures this would be considered a romantic approach.
Usually, the best and easiest way to get out of situations like these is to do what the staff
member did in the dialogue. Inform the guest that the hotel has strict policies against
pursuing personal relations with guests.
Also, even though the request is probably inappropriate, remember that the guest is
complimenting you by asking you out. You should then shift the responsibility for saying no
either to the hotel or to some other higher authority. For example, you could say,
"Thank you for the invitation, but our hotel does not allow me to pursue personal
relationships with guests."
or
"That's very nice of you, but I'm married."
If a guest won't accept your polite refusal or is being extremely pushy and making you
uncomfortable, don't be afraid to let your manager know in private or ask a supervisor for
advice. Most hotels will have policies to protect employees from harassment.
LESSON NOTES

#12
Asking a Guest to Repeat What
They’ve Said
CONTENTS
2 English
3 Grammar
5 Cultural Insight
# 12
ENGLISH
1. CUSTOMER: Hello, I’m looking for the pool. Where can I find it?
2. STAFF: The pool is just down this hallway.
3. CUSTOMER: Oh great, and what are the hours?
4. STAFF: I'm sorry. I didn’t catch that.
5. CUSTOMER: What are the hours?
6. STAFF: Oh, the pool is open from 8.
8. STAFF: No problem. Is there anything else I can assist you with?
"just down t he hallway"
In this phrase, the word "just" means "a short distance." The whole phrase would mean "a
short distance down the hallway." For example, "The pool is just down the hallway."
The phrase can also take the form of "just down this hallway" or "just down that hallway."
For example:
1. "Your room is actually just down the hallway. You're almost there."
2. "The closest exit is just down that hallway."
3. "There is a vending machine just down this hallway."
"t he hour s"
In the dialogue, the guest asked:
ENGLI S HCLAS S 101.COM HOS PI T ALI T Y ENGLI S H FOR HOT ELS S 2 #12 - AS KI NG A GUES T T O REPEAT WHAT T HEY’VE S AI D 2
1. "What are the hours?"
This phrase is a shortened form of the full phrase "What are the hours the pool is open?"
However, since they were talking about the pool, the guest didn't need to repeat what hours
he was talking about.
"I didn't cat ch t hat "
Literally, this phrase means that someone threw something at you and that you were unable
to retrieve it. However, this is a figurative phrase and the idea is kind of like the speaker has
"thrown" the sentence through the air to you and that your ear was unable to "catch" it. "I
didn't catch that" is just a colloquialism for "I didn't understand" or "I didn't hear you."
For example:
1. "Sorry. I didn't catch that. Could you repeat it, please?"
2. "I didn't catch that. What did you say?"
GRAMMAR
T he Focus of t his Lesson is Asking a Guest t o Repeat Somet hing

"I'm sor r y. I didn't cat ch t hat ."
When interacting with guests, occasionally there will be words and phrases that you don't
understand. Sometimes it will be because the guest spoke so quickly that you could not
understand what they were saying. Other times, it may be because they used words that
you're unfamiliar with. And still other times, the guest could say something incorrectly and
not notice it which would cause you to misunderstand or misinterpret what they said. In any
of these cases, it's best to ask the guest to repeat what they said. We're going to look at two
textbook phrases for asking guests to repeat what they said and then give you two more
native sounding phrases.
"Could you r epeat t hat , please? "
The simplest, most straightforward, and most frequently used phrase is:
"Could you repeat that, please?"
This phrase is easy to understand and guests will know immediately what you need them to
do. In fact, guests may use this phrase with you when they haven't understood what you
have said to them. In either case, be sure to speak clearly and as a natural speed so that your
sentences make sense.
For example:
1. "I'm sorry, ma'am. Could you repeat that please?"
"I'm sor r y, would you please r epeat t hat ? "
When you ask the customer to repeat, be courteous. Always remember to use the word
"please" whenever you request anything of the customer. In most situations the phrase:
"I'm sorry, would you please repeat that?"
works perfectly fine. However, using this phrase may draw the attention to the fact that you
didn't understand what they've said. It's often better to use more native like phrases to make
this mistake seem more like you simply didn't hear them instead of you not being able to
understand the language. If the guest thinks that you can't understand English, they will
quickly lose confidence in you.
For example:
1. "I apologiz e sir, but would you please repeat that?"
2. "Sorry ma'am. Could you say that again?"
"I missed t hat ."
There are two phrases you can use to redirect the customers attention and show that the
problem is not a lack of understanding, but you not having heard what the customer said.
An excellent phrase to do this is:
"I'm sorry, I missed that."
This expression both apologiz es for the error and indirectly requests that the guest repeat
what they said. The indirectness of this phrase is the key to making it sound more native. You
do not explicitly state that you need them to repeat themselves, as in:
"Could you repeat that please?"
Instead, the phrase "I missed that" infers to the guest that in order for you to understand the
guest will need to repeat what they said.
For example:
1. "Sorry! I missed that."
2. "I apologiz e, sir. I missed that."
"I didn't cat ch t hat ."
Another excellent phrase for making it seem like you didn't hear them instead of you don't
understand English is to say:
"I didn't catch that."
Much like our previous expression, the phrase "I didn't catch that" gives the idea of not
having heard what the guest said and will get them to repeat themselves.
Also, this phrase has a very native feel, so using this phrase shows that you have advanced
command of English. In other words, using this phrase makes you sound like such a good
English speaker that you couldn't possibly have not understood them. It must have been that
you simply didn't hear them.
For example:
1. "I'm sorry, ma'am. I didn't catch that."
Caut ion:
In general, it is not a good idea to just say:
"Sorry?"
Some textbooks teach "sorry?" or "pardon?" as a suitable replacement for "could you please
repeat that?" In casual conversation, that may be okay. However, speaking this way is
generally too casual for the professional relationship that exists between hotel staff and
guests and should be avoided.
CULTURAL INSIGHT
Quick T ip
In many instances, knowing many English words and phrases will often be more helpful than
understanding and being able to use advanced grammar. In general, the topics that guests
and staff talk about are simple and won't require you to give a speech or use complex
sentence structures. For that matter, guests will rarely use complex grammar because the
situation doesn't call for it.
In the dialogue, neither the guest nor the staff member use complex grammar. However, the
staff used the advanced expression "I didn't catch that" which let the guest know that the
staff member was an advanced English communicator but just hadn't heard properly. It was
understood that the guest would need to repeat the phrase which is why the staff member
didn't need to explicitly state "Could you repeat that?"
LESSON NOTES

#13
Offering Simple Explanations
CONTENTS
2 English
2 Vocabulary
2 Sample Sentences
4 Grammar
6 Cultural Insight
# 13
ENGLISH
1. CUSTOMER: Hello, I'm having some issues with the temperature regulator.
2. STAFF: Hello! Do you mean the thermostat?
3. CUSTOMER: Yes, that. I can't read it for the life of me.
4. STAFF: I understand. The big red button in the upper left corner is to turn it
on and off. You can adjust the fan speed with the switch right next
to that red button, and can turn the temperature up and down by
using the right and left arrow keys, respectively.
5. CUSTOMER: Oh, great! That worked! Thank you!
6. STAFF: You are welcome sir. Can I assist you with anything else?
7. CUSTOMER: No. That's all for now.
VOCABULARY
top left, on the left side

upper left toward the top phrase
to alter or change
adjust incrementally verb
right next to beside, very close to phrase
instrument for adjusting the

thermostat temperature in a room noun
problem or concern that is

issue difficult to deal with noun
SAMPLE SENTENCES
ENGLI S HCLAS S 101.COM HOS PI T ALI T Y ENGLI S H FOR HOT ELS S 2 #13 - OFFERI NG S I MPLE EXPLANAT I ONS 2
Could you adjust the temperature, I believe the bank is right next to the
please? supermarket.
I can’t ready this thermostat. What seems to be the issue?
News blogs often look deeper at issues Her smoking became an issue for her
than newspaper sites. health.
"upper left "
This phrase is referring to the region found toward the top left of something. You can use this
phrase with virtually anything.
For example:
1. "The number is on the upper left of the page."
2. "The legend is on the map's upper left."
It can also be used as an adjective.
For example:
1. "The serial number is in the upper left corner of the manual."
2. "The picture is in the map's upper left corner."
"r ight next t o"
In the dialogue, the staff member used this phrase to say that the fan speed switch was
"beside" the "red button." The phrase "next to" means the same as "beside." However, the
"right" emphasiz es the closeness. In other words, the "fan speed switch" is "the very next
thing beside the red button."
For example:
1. "The pen was right next to the mouse pad."
2. "The phone was right next to the light switch."
GRAMMAR
T he Focus of t his Lesson is Keeping Explanat ions Simple

"T he big r ed but t on in t he upper left cor ner is t o t ur n it on and off."
Sometimes it is best to keep explanations simple. Most people will already know what they
are looking at and what it does, they are just struggling with the language barrier. In the
dialogue, the guest knew what the thermostat did but didn't know what to call it and
couldn't figure out how to use it.
Keeping T hings Simple
When someone asks for an explanation of something, think of the most basic operations and
explain those. For example, with the thermostat, think of the basic operations such as:
ON/OFF
Hotter
Colder
Fan speed
Give these explanations in English, and end it there.
Giving t he explanat ion:
Exactly what explanation you give will depend on what you are explaining.
T V Remot es
TV remotes are similar to thermostats because the buttons are usually color coded as well.
However, TV remotes have many more buttons so you should be familiar with the most
common questions that guests ask at your hotel about operating the TV. Guests may ask
things like:
1. "How do I get Pay-Per-View movies?"
2. "How can I make my screen brighter?"
3. "How do I get the HD version?"
In each case, tell the guest to do specific things. Don't describe too many things or give
them reasons. For example:
"Yes, sir. To purchase a Pay-Per-View movie press the blue button on the left of the remote
that has the word "Buy" written underneath it. The screen will then give you instructions on
how to proceed."
"Yes, ma'am. To make the screen brighter, you can press the blue "Menu" button in the
middle of your remote. Then press the arrow down key to select picture brightness on the
screen and then use the right and left arrow keys to increase or decrease the brightness."
How t o use t he Wi-Fi:
Most hotels offer some kind of Internet connection for their guests and increasingly they offer
wireless Internet services as an included service in the room stay. Many hotels use
passwords and security protocols which guests often have difficulty with. Often guests will
say something like:
"How do I use your wireless?"
"How do I use your Internet?"
"What do I need to do to get online?"
In each of these cases, the guest is really asking for directions to gain access to the Internet
through the hotel's wireless network. There are many devices that use wireless technology
and your hotel will have specific instructions for each of the major device types, such as PC,
Apple, iPhone, or Android. You should ask the guest:
"Do you need access for your computer or phone?"
If they say computer, you can then ask:
"What kind of computer is it? A PC or a Mac?"
After the guest answers, you can give instructions on how to access the Internet.
Specific quest ions:
If the customer is curious about a specific aspect of an object they will most likely ask about
it specifically. For example:
"How do I turn off my thermostat?"
"Where is my TV remote?:
"How do I turn on my TV?"
If someone does ask a specific question, answer just that question for the time being. You
can ask them if they have more questions by saying:
"Is there anything else?"
"May I help you with anything else?"
But be sure to only ask this at the end of the conversation. If you say it too early in the
conversation, or ask it too often, the guest may think you are trying to end the conversation.
If they have more questions, continue to answer them specifically.
CULTURAL INSIGHT
Quick T ip
It can sometimes take a while to learn everything there is to know about your hotel. Beyond
that, sometimes your guest will have questions that seem too simple or maybe even childish.
How to operate a thermostat should be something that anyone who stays at a hotel should
know how to do, right? Wrong.
Problems can come up for many reasons. For example, many people travel from countries
where they don't have thermostats and won't know how to use them. Beyond that, the
thermostat is often in the local language and the guest will not know how to read the
instructions.
One of the most important things to do when explaining these kinds of things to a guest is to
keep a kind understanding voice tone. Treat their request for help or explanation as sincerely
as any other guest request, even though, to you, the task may seem very simple. You never
want the guest to be uncomfortable because they were too embarrassed to ask questions.
LESSON NOTES

#14
Using Verbal Confirmation with
Guests
CONTENTS
2 English
2 Vocabulary
3 Sample Sentences
4 Grammar
5 Cultural Insight
# 14
ENGLISH
1. CUSTOMER: Hello, I'm looking for somewhere I can buy some ice cream.
2. STAFF: Hello. Okay. You should be able to buy some ice cream at the
supermarket next door.
3. CUSTOMER: I was actually looking more for somewhere I could go to eat ice
cream.
4. STAFF: Oh, so you are looking for an ice cream shop?
5. CUSTOMER: Yes.
6. STAFF: Okay. The nearest one is about two blocks away. If you go out and
take a right on Anderson Road, which is to the left of the hotel, and
then keep walking on Anderson Road, you should see it on your
left. There is a bank kitty-corner from it.
7. CUSTOMER: Great, thank you!
8. STAFF: You're welcome! Is there anything else I can help you with?
9. CUSTOMER: No, that's all.
VOCABULARY
next door beside, next, phrase
wanting something similar

looking more for to phrase
shop small specialty store noun
block distance between two roads noun
Anderson Road a road named Anderson proper noun
ENGLI S HCLAS S 101.COM HOS PI T ALI T Y ENGLI S H FOR HOT ELS S 2 #14 - US I NG VERBAL CONFI RMAT I ON WI T H GUES T S 2
kitty-corner on the opposite corner preposition
SAMPLE SENTENCES
I think she lives next door. I have been looking more for some new
shoes than sandals.
small specialty store My sister lives on Anderson Road.
The ice cream shop is kitty-corner from the shoe store.
"kit t y-cor ner fr om"
The phrase "kitty-corner from" is a colloquial phrase that means "on the opposite corner
from." At an intersection there are four different corners. Two of those corners are always
"kitty-corner" or across from each other.
Kitty-corner is another way of saying "diagonally."
For example:
1. "The drugstore is kitty-corner from the Internet café."
2. "My friends live kitty corner from each other."
"looking mor e for "
This phrase is very useful. You can consider it as a short form of "looking for something more
like." In other words, what was presented you wasn't what you wanted, so you use this
phrase to give an example or explanation of what you want. In the dialogue, the guest was
presented something that wasn't quite right so they said:
"I was actually looking more for somewhere I can go and eat ice cream."
For example:
1. "Were you looking more for a suite or single room?"
2. "I think we are looking more for a honeymoon suite than anything else."
GRAMMAR
T he Focus of t his Lesson is How t o Use Ver bal Confir mat ion t o Under st and What
t he Cust omer is Saying
"Oh, so you ar e looking mor e for an ice cr eam shop? "
Understanding guests is extremely important and using verbal confirmation is a great way
to make sure you and the guest are understanding each other.
Ver bal Confir mat ion
Verbal confirmation is when you confirm verbally what someone has said. It's almost like
repeating what the other person has said, but there are a few differences. When you repeat
what someone else is said, you demonstrate that you heard them correctly. However, maybe
the guest use the wrong words, or maybe the guest doesn't know the right words, or maybe
the guest is using words you're unfamiliar with. In any of these cases, simply repeating what
the guest has said will not help you understand what the guests needs.
In order to reduce confusion, when you can repeat or confirm what the guest has said you
should restructure the phrase and put it in your own words. For example, in the dialogue, the
guest said:
"I was actually looking more for somewhere I can go and eat ice cream."
The staff member understood what the guest was saying and then verbally confirmed it in
their own words with the guest.
"Oh, so you are looking for an ice cream shop?"
Notice how the staff member did not simply repeat what the guest said.
This kind of verbal confirmation allows you to be sure that you are doing exactly what the
customer wants.
Confir ming What t he Guest Said (even when you'r e sur e you under st ood)
It is always good practice to confirm in some way that you understand what the guest is
saying. Some other ways of confirming what the guest has said are:
"Yes, sir."
"Okay, ma'am"
"That's right."
In these instances, you do not repeat what the guest is said in your own words. Instead,
simply give basic confirmation that you understood. If the request, complaint, or instruction
from the guest is complex or if you are unsure about any part of it, be sure to repeat that part
to the guest in your own words. That way, the guest can confirm that your understanding is
correct.
Complicat ed Request s
You should repeat what the customer wants in your own words when your conversation
becomes long and/or convoluted. Do this to make sure that you are both on the same page.
This also lets the customer hear it back so they know exactly what service you will be
providing. You could say something like:
"If I'm understanding correctly, you'd like to go to an ice cream shop."
"So, altogether, you'd like to visit a shoe store and then go to the beach, right?"
T ip
Now our tip for this lesson is that you shouldn't repeat what they have said for a verbal
confirmation every time the customer asks you something. In a typical conversation, people
will use both simple verbal confirmations and will repeat what the guest has said fairly often.
However, there are almost always more simple verbal confirmations than repetitions. In the
dialogue, there were two simple verbal confirmations and one repetition.
Always repeating everything the guest has said could take a lot of time. Beyond that, the
guest may become frustrated. A simple "Okay." or "I understand" will work in most
situations.
CULTURAL INSIGHT
Quick T ip
Hotels provide hundreds of amenities for their guests and many hotels even host special
events on a regular basis to entertain guests. However, no matter how much a hotel would
like to keep the guest and the guest's money in the hotel, most travelers want to go outside
the hotel. In situations like these, you shouldn't try to upsell the guest on hotel services.
Instead, do your best to find out exactly what would make the guest happy. In the case of the
dialogue, they wanted an ice cream shop. If there are several ice cream shops near the hotel,
suggest ones that will satisfy the guest. Maybe it's the cheap ice cream shop, or maybe the
expensive one with the best ice cream. Making the guest happy is the most important thing.
LESSON NOTES

#15
Adding Personality to Your Voice
When You Speak to Guests
CONTENTS
2 English
2 Vocabulary
3 Sample Sentences
4 Grammar
6 Cultural Insight
# 15
ENGLISH
1. GUEST: I need to check in, I'm exhausted and have been looking for a
vacancy all day.
2. STAFF: Not a problem sir, we have a few rooms available so we should be

able to help you.
3. GUEST: Great.
4. STAFF: Do you have any requirements?
5. GUEST: A bed...
6. STAFF: Haha! Okay, we have a single bedroom open for tonight. It will be
$65. Would you like to reserve it?
7. GUEST: Yes!
8. STAFF: Okay. May I make a copy of your credit card?
9. GUEST: Sure.
10. STAFF: Okay, we're all set here. Your room number is 205. You should see it
right when you exit the elevator. There is a pamphlet with all of our
amenity information if you are interested, or you can dial 0 if you
have any questions. Will that be all for you?
11. GUEST: Yes, thank you!
VOCABULARY
vacancy empty place or room noun
requirement qualification, restriction noun
ENGLI S HCLAS S 101.COM HOS PI T ALI T Y ENGLI S H FOR HOT ELS S 2 #15 - ADDI NG PERS ONALI T Y T O YOUR VOI CE WHEN YOU S PEAK T O 2
GUES T S
single bed bed for one person phrase
Right when you exit as soon as you leave phrase
SAMPLE SENTENCES
I have been looking for a vacancy all day. What are the requirements for creating a
corporate account?
We have several rooms with single beds. You’ll see the restaurant right when you
exit the elevator on the 7th floor.
"single bed"/"t win bed"
When talking about bed siz es, there are many terms for each siz e depending on region,
dialect, and how old the mattress is. When talking about beds for only one person, the terms
"single bed" and "twin bed" are equivalent. They weren't always the same thing, which is
part of the confusion, but today most mattress stores sell "twin beds" instead of "single
beds."
For example:
1. "Do you have any twin beds for sale?"
2. "I can't seem to get this twin mattress through the door. Could you help me?"
"single bed" (in a hot el)
The phrase single bed has a special meaning in the USA when used in a hotel. It's extremely
rare to find a hotel that has beds with only a twin mattress siz ed bed in the room. Most US
hotel rooms have a queen siz e bed or larger, the "single" refers to the number of beds—one.
Because of this, when a staff member says:
"Would you like a single bed room for tonight?"
GUES T S
The bed that is actually in the room is almost certainly a queen bed, not a twin-siz ed
mattress.
For example:
1. "We have a single bed room open for tonight."
2. "We don't have any single rooms open tonight; only double beds."
GRAMMAR
T he Focus of t his Lesson is How t o Add Per sonalit y When you Speak Using
Int onat ion and T one of Voice
"Not a pr oblem sir , we have a few r ooms available so we should be able t o help
you."
*This lesson is about English intonation and accent, which are attributes of pronunciation in
English. Listening to the audio portion of this lesson will be very beneficial.
Intonation and tone of voice are different things. One of the easiest ways to make your
English sound more natural and to show more personality is to polish your intonation and
make sure your tone of voice is correct. Intonation and tone of voice are very subtle aspects
of the language but are things that native speakers identify very quickly. On a subconscious
level, speakers with correct intonation are easier to understand when they speak English.
Int onat ion
Intonation refers to how you pronounce words. In this lesson, we're going to look specifically
at how intonation is used across an entire sentence. The most important thing to remember
across a sentence has to deal with "content words" versus "function words." In simple terms,
"content words" are words that are easily definable. For example:
"Chair"
"Have"
"Room"
"Suitcase"
"Reservation"
"Reserve"
"Stay"
GUES T S
"Problem"
"Requirements"
"Vacancy"
"Available"
Are all considered "content words."
In contrast, "function words" are words that are not easily definable. For example:
"For"
"With"
"These"
"And"
"A"
"Of"
"If"
Are all considered "function words." In other words, these words perform a function in the
sentence. They don't actually mean anything in the same way that the "content words" do.
One of the keys to correct intonation in English is to emphasiz e the "content words" in your
sentence. For example, in the dialogue, the staff member said:
"Do you have any requirements?"
The intonation of this sentence put greater emphasis on the word "have" and on the word
"requirements." Both of these words are content words.
For example:
1. "Would you like to reserve it?" (like - reserve)
2. "Your room number is 205." (Room number - 205)
3. "I need to check in." (need - check in)
T one of Voice
GUES T S
Your tone of voice can be defined as "how you say things." For example, both happiness and
sarcasm are usually expressed through tone of voice. Using a happy tone of voice will
convey a willingness to serve the guest. Using a frustrated or bored tone of voice will make
the guest not want to talk to you. Tone of voice in any language is very complex. In general,
happy positive tones of voice usually have a higher pitch and have the voice moving
frequently while negative tones have a lower pitch and less movement. For example,
"May I help you?" (happy)
"May I help you?" (irritated)
The happy "May I help you?" has a lot of movement. The "may" is higher than the "I" and the
"help" has a change in tone. The "you" at the end as a rising tone to indicate that it's a
question.
Contrast that with the irritated "May I help you?" Here, the intonation is very flat. There is
some movement, but not much. Also, the overall pitch is low for that person's voice.
One of the easiest ways to seem happy when speaking English is to talk with a higher
pitched, quickly moving voice tone.
How Nat ive Speaker s React
These things may seem a little bit picky, but all native speakers of a language learn to
subconsciously listen to these voice cues. Because of this we have instinctive reactions to
them and if your tone of voice is wrong, the guest may change their opinion of you.
Guests won't get upset about mistakes, but native speakers will recogniz e the intonation
misuse and react instinctively.
CULTURAL INSIGHT
Quick T ip
As a hotel employee, it's important that you up sell guests on hotel services and products as
much as possible. Sometimes, however, guests are tired, busy, or just focused on something
else. These are not good times to attempt an up sell. Other bad times to up sell guests are
when the guest is talking on the phone, working on their computer, or trying to take a large
family up to their room.
In the dialogue, the staff member realiz es how tired the guest is and simply informs them
about the pamphlet where they can find other services they might want on their own. Trying
to up sell the guest when they are tired will probably just frustrate the guest and make them
not want to return to the hotel in the future.
GUES T S
LESSON NOTES

#16
Using Interjections for More
Personality
CONTENTS
2 English
2 Vocabulary
3 Sample Sentences
4 Grammar
6 Cultural Insight
# 16
ENGLISH
1. STAFF: While we are waiting for your credit card to be authoriz ed, may I
ask where you are visiting us from?
2. CUSTOMER: I flew in from Germany.
3. STAFF: Wow! That is really far. Welcome to Japan!
5. STAFF: It looks like there has been an error with our credit card machine.
Oh no, this thing has been acting up all day! May I try to run your
card through our other machine?
6. CUSTOMER: Sure.
7. STAFF: Okay, it looks like this one worked. I apologiz e for the wait. You are
in room 315. It is a non-smoking, full bedroom as you requested.
The quickest way to your room is to take the elevator right behind
you to the third floor and take a left when you get out. There is an
information pamphlet with details of all of our amenities in your
room. You can also dial 0 on your phone if you have any questions.
9. STAFF: Well, if there isn't anything else, please enjoy your evening.
VOCABULARY
specializ ed question used

If there isn’t anything else to ask if something more phrase
could be done
machine that processes

credit card machine credit card transactions phrase
ENGLI S HCLAS S 101.COM HOS PI T ALI T Y ENGLI S H FOR HOT ELS S 2 #16 - US I NG I NT ERJECT I ONS FOR MORE PERS ONALI T Y 2
swipe your card, use credit
run your card card information to finaliz e phrase
a purchase
to press buttons on a phone

dial in order to call someone verb
SAMPLE SENTENCES
Well sir, if there isn’t anything else, have a Do you know where the credit card
nice evening. machine is?
May I run your card? You can also dial 0 to reach the front
desk.
"If t her e isn't anyt hing else"
This phrase is used when you don't think there is anything else to talk about and you've
given the guest all the information you need to give them. In other words, you have nothing
more to say and you don't think the guest has anything else they need, but you want to give
them the option to say something more if they want to.
Usually after saying this phrase you'll explain the next steps to the guest.
For example:
1. "Well ma'am, if there isn't anything else, Jeff here will show you to your room."
2. "If there isn't anything else then, sir, you can sign here and here."
"r un your car d"
This phrase means to use your credit or debit card information to process a financial
transaction. The idea is similar to the phrase "swipe your card." As credit cards and debit
cards often have the same appearance, you might not know if the person has given you a
debit card or a credit card on first glance. Sometimes you will have to ask if the transaction
should be run as credit or debit.
For example:
1. "Could I run your card, sir?"
2. "How should I run your card, ma'am?"
This phrase can also be changed slightly when spoken by a guest.
For example:
1. "You can run my debit card."
2. "I think you should run his card."
GRAMMAR
T he Focus of t his Lesson is Using Int er ject ions and Exclamat ions t o Add
Per sonalit y t o Your Speech
"Wow! T hat 's r eally far . Welcome t o J apan!"
One of the easiest ways to show personality and make your speech seem more natural is to
use interjections and exclamations. Interjections and exclamations usually correspond to
some kind of feeling. Those feelings are often sudden and influence you to interject or
exclaim something.
T ypes of Int er ject ions and Exclamat ions
In English, there are many words that are used typically as interjections and exclamations.
Some of those words are:
"Wow!"
"Really?"
"Amaz ing!"
"That's interesting!"
"I'm impressed."
In general, each of these words is interchangeable with all the others. Probably the most
commonly used interjection in English language is:
"Wow!"
Because "wow!" is kind of generic. It's appropriate in almost any situation where something
is surprising.
However, be careful not to overuse any single one of them. For example, if you always say
"wow!" the guest will notice; it will become repetitive and possibly annoying. Knowing and
practicing at least three different interjections will help your conversations become much
more interesting.
Saying What You Feel
One of the keys to using exclamations correctly is to make sure that the words you say
match the feeling you actually have. For example, if something has amaz ed you, you will
probably say:
"Amaz ing!"
"That's amaz ing!"
If the guest says something that is interesting to you, you'll probably say something like:
"Interesting."
"That is so interesting."
"That's interesting."
Or, if you've been impressed by something, you could say:
"Impressive."
"I'm impressed."
In general, you should avoid exclamations of negative feelings. Only use interjections and
exclamations when they are connected with positive feelings. And remember to watch your
tone. Exclamations like "What?" or "Really?" can even sound rude if said in a negative or
sarcastic way.
Int er ject ions in For mal Speech
Using interjections and exclamations at a hotel can be difficult because normal speech only
rarely allows these kinds of interjections. For example, typical formal English would not have
allowed the staff member to say:
"Wow! That's really far."
Instead, the staff member would have said:
"That's really far."
At a hotel, formal English is the most common type of English and should be what you
usually use. However, an occasional interjection at the beginning of a sentence or a reaction
to a statement from someone else can make you sound more friendly.
Pr act icing
In order to be proficient with interjections, be sure to practice them beforehand. You should
probably practice using the entire phrase you plan on using to make sure that your
intonation, which we talked about last lesson, is also correct. If you practice enough to be
able to use interjections naturally, it will add personality to the way you deliver your
message.
DON'T swear !
While many guests may use swear words as interjections, DON't repeat them. You will often
hear swear words in movies and American films, but DON'T imitate them. Hotel staff should
never swear.
CULTURAL INSIGHT
Quick T ip
All language is diverse and unique to an individual, and English is no exception.
Most western customers prefer being helped or served by someone who is able to remain
professional. However, guests tend to enjoy a staff member even more if the staff member is
cheerful and able to add a bit of their own personality into how they talk.
In a free flowing conversation, this can be a very difficult thing to do for non native speakers
of a English. Lessons 16-18 will talk about exactly how you can do this. In this lesson, we'll
use interjections and exclamations in free conversation. But remember, many of the
conversations you'll have a hotel are more or less fixed. You can easily add your own
personality to a fixed conversation by practicing different ways to say the standard lines you
use when interacting with guests.
LESSON NOTES

#17
Reserving Extra Rooms
CONTENTS
2 English
2 Vocabulary
3 Sample Sentences
4 Grammar
6 Cultural Insight
# 17
ENGLISH
1. STAFF: Hello and welcome to the Innovative Hotel! How may I help you?
2. CUSTOMER: I have a reservation under the name Lee. I would like to check in.
3. STAFF: Certainly sir. It looks like we have you booked for a single room.
4. CUSTOMER: That’s correct, but I actually need to reserve another five rooms for
the same duration for some co-workers. I talked to you guys on the
phone, they said it shouldn't be an issue.
5. STAFF: Oh, thank you for your business. No, that is not a problem at all.
Will everything be in your name?
6. CUSTOMER: No, actually. Please put these reservations in the name of Smith
Advertising.
7. STAFF: Certainly sir. Oh, I see that Smith Advertising has a corporate
account with us. Will this account be used to pay for the rooms?
8. CUSTOMER: Yes, it will.
9. STAFF: Excellent. Okay, the other reservations should be all set. Here are
your keys.
11. STAFF: You're welcome.
VOCABULARY
marketing, company that

advertising sells advertisements noun
ENGLI S HCLAS S 101.COM HOS PI T ALI T Y ENGLI S H FOR HOT ELS S 2 #17 - RES ERVI NG EXT RA ROOMS 2
under the name in the name, reserved for phrase
should be ready, should be

should all be set prepared phrase
duration length, during noun
co-worker person who works with you noun
SAMPLE SENTENCES
Do you work for Smith Advertising? I believe the reservation should be under
the name Chase.
That about does it, you should be all set. You should remain in your seat for the
duration the trip.
Your co-workers will be very helpful.
"should be all set " (even if you'r e 10 0 % sur e)
This phrase is used when everything relevant to a particular process has been completed or
you believe it has been completed. Here the "all set" is very similar in meaning to the word
"ready." Even if you're 100% sure that everything is "all set," it's better to say "should be all
set" because there is always a possibility that you missed something or that something you
have no control over is not ready.
For example:
1. "Everything should be all set." ("Everything should be ready.")
2. "I'd be surprised if everything wasn't all set by now." ("I'd be surprised if everything
wasn't ready by now.")
"under t he name"
This phrase has the same meaning as "in the name." The preposition "under" can sometimes
be used depending on how the hotel organiz es their guest directory and how the reservation
records are kept. For example, a paper-based system will often have the client's last name at
the top of the page and then the reservation below their name. In this sense the reservation is
"under" the name of the guest.
As you don't know what the guest is familiar with, it's best to use the phrase they used with
you. In other words, if the guest says "under the name," say "under the name" as well, and if
they say "in the name" you should say "in the name."
For example:
1. "We have a reservation under the name of Chase."
2. "Are there any reservations under the name of Smith?"
GRAMMAR
T he Focus of t his Lesson is Using Body Language and Facial Expr essions t o Add
Per sonalit y t o your Speech
"Will t his account be used t o pay for t he r ooms? "
Body language can vary greatly from one culture to another. Below are a series of tips on
how to use typical body language in English-speaking cultures. There are a ton of rules
about body language, but a simple and effective way to have positive body language is to
keep three things in mind.
Post ur e
Your posture doesn't need to be perfect, but do your best to have good posture. Good
posture can be defined in a couple of different ways.
Good st anding post ur e
Hotel work keeps you on your feet, so you will be standing most of the time. A standing staff
member gives the impression of being ready to serve. In fact, many hotels have removed the
chairs at the front desk in order to help guests feel more at ease when asking the front desk
agent to do something.
Good sit t ing post ur e
When sitting at the front desk or somewhere else in the hotel, be sure to maintain what's
called a straight back. It doesn't mean a rigid "straight" back but mostly means that your
shoulders and your hips are lined up with each other.
Both feet should also be touching the ground. The don't always need to be flat but they
should always be on the ground.
Open Body Language
Make sure that you are expressing open body language. Open body language means you
don't have anything "closing off" your body. For example, don't cross your arms or legs.
Ot her T ips
Showing sincer it y
When you say something and would like to show sincerity such as saying thank you or you
are welcome, try slightly widening your eyes, or flashing a small smile. Oddly enough, a
prolonged blink when you start talking with a slight nod will also convey sincerity. For
example:
(Smile) "How are you sir?"
"I'm well, thank you. Could I make a reservation?"
(blink and nod) "Certainly sir. What kind of room would you like?"
Point ing
There are many ways to point. In general, pointing with your finger isn't good manners in
English-speaking cultures. Instead, point with an open hand and your palm upward. When
you point at something try to keep in mind how you point. If it's something far away try
pointing at it with an open hand, palm up. This is also a good method of pointing in a vague
direction.
"Over here, sir, (point with an open hand) we have the hotel restaurant."
If you are pointing out something on a piece of paper, like a room number, point right below
the spot with your index finger, and try to flatten the rest of your fist against the piece of
paper. In this position, your index finger will be straight and the fingernails of your other three
fingers should be touching the paper or desk.
Imit at ion
Keep an eye on how your customer is standing, and their posture. Try your best to imitate
what you can of how they are standing, but be sure that you are still using open body
language with good posture. For example, if the guest is standing in a casual, relaxed
position, you probably can too. But don't lose your good posture. Don't slouch.
In contrast, if the guest is standing very straight and is rigid, you should probably do the
same.
The general rule with imitation is that you should do what the guest does, minus a bit. So, if
the guest is slouching, you can relax a bit. Relaxing a bit shows that you are friendly but
maintaining good posture shows respect for the guest. If the guest is very exact in their
posture you should be too. Making your posture more correct shows respect for the guest.
CULTURAL INSIGHT
Quick T ip
Hotels exist to provide services to their guests. However, hotels need money in order to keep
their doors open. In this sense, money is quite important to a hotel. Most hotels have "big
clients" or clients who tend to spend lots of money at their hotels. Often these "big clients"
will be businesses that have corporate accounts.
A corporate account is a business account that more than one guest can use. For example,
if a company has 50 employees, perhaps 10 of them will be authoriz ed to make reservations
at your hotel. This single corporate account represents at least 10 other guests and a
considerable amount of income for the hotel. Since money is important to the hotel, these
clients should be treated with special attention and special respect.
Always remember, however, that you shouldn't ignore other guests in order to favor these
"big clients." Every guest is paying for the services the hotel provides and they should be
treated with respect and attention at all times.
LESSON NOTES

#18
Helping A Guest Who is in a
Restricted Area
CONTENTS
2 English
2 Vocabulary
2 Sample Sentences
3 Grammar
5 Cultural Insight
# 18
ENGLISH
1. STAFF: Excuse me sir, I am sorry, but this is a restricted area. May I help
you find something?
2. CUSTOMER: Oh! I'm sorry! I was just looking for the pool. I think I made a wrong
turn...
3. STAFF: (laughs) Not a problem, sir. It happens all the time. Please follow me
and I can take you to the pool.
4. CUSTOMER: Oh, thank you.
5. STAFF: You're very welcome, sir.
VOCABULARY
wrong turn incorrect turn, lost my way phrase
area with limited access, are

restricted area a only certain people may phrase
access
occurs frequently, happens

happens all the time often phrase
SAMPLE SENTENCES
I’m sorry, but this is a restricted area. Don’t worry, this happens all the time.
"happens all t he t ime"
ENGLI S HCLAS S 101.COM HOS PI T ALI T Y ENGLI S H FOR HOT ELS S 2 #18 - HELPI NG A GUES T WHO I S I N A RES T RI CT ED AREA 2
This phrase is an expression that means "happens frequently" or "happens often." It doesn't
literally mean, "all the time" or "always."
You should say this phrase with a kind of playful and slightly dismissive tone, kind of like
when you say "Don't worry about it."
For example:
1. "Don't worry about it, sir, this happens all the time."
2. "This kind of thing happens all the time."
"r est r ict ed ar ea"
In the dialogue, the staff member used the phrase "restricted area" indirectly to tell the guest
that 1) they shouldn't be there and 2) that they should leave. However, since she was talking
to a guest, she was very careful to talk in a positive and understanding tone of voice. Even if
a guest is in a restricted area, usually it is on accident so you should be kind and help them
to where they want to go.
The pronunciation here should bring the "d" of restricted to the "a" of area.
"Restrict-did-darea"
For example:
1. "I'm sorry ma'am but this is a restricted area."
2. "Do you know why this is a restricted area?"
GRAMMAR
T he Focus of t his Lesson is How t o T ell a Cust omer No/T ell t he Cust omer T hey
Ar e Not Allowed t o do Somet hing
"Excuse me sir , I am sor r y, but t his is a r est r ict ed ar ea."
Tell a guest "no" can be difficult. When you tell a customer "no" you run the risk of making
them angry. Below are some tips for telling a customer "no" in a polite way.
Apologiz ing
Probably the best way to start the process of telling a guest "no" is by apologiz ing first. In
general, saying "no" in English-speaking cultures is considered bad manners so apologiz ing
is the appropriate thing to do. Apologiz ing first makes the atmosphere friendly and lets the
guest know you are concerned about their feelings.
1. "I'm sorry ma'am."
2. "I apologiz e, sir."
3. "I regret to say that..."
Explain
One of the best ways to help guests to accept a "no" is to give them a reason. In other words,
always do your best to offer an explanation as to why you are denying them something.
1. "I am sorry sir, this section is for hotel staff only."
2. "I apologiz e, ma'am, but that is against hotel policy."
Denying t he Guest
Sometimes, you will need to be more direct and actually prohibit the guest from doing
something or deny them something they are asking for. For example, if the guest asks:
1. "Could you take that Pay-Per-View charge off my bill?"
...you know you can't do that. The most important thing here is to never say the word "no."
Instead, try phrasing things so that the responsibility lies with the hotel or corporation. For
example:
1. "I am sorry, sir, but our policy does not allow for that."
2. "I apologiz e, sir, but the corporate office has specifically prohibited us from doing
that."
T ip:
If it's a small issue, try to downplay it so the customer does not feel bad about it.
1. "Oh, don't worry about it."
2. "It's not a big deal. It happens all the time."
Know t he Opt ions
Every situation is different and should be dealt with accordingly. A guest who has been
caught spray painting the walls of the hotel should be treated differently than a guest who
has simply gotten lost and ended up in a restricted area.
1. "Sir, this is a restricted section. Could you please come with me?"
2. "Ma'am, I'm afraid that isn't allowed. Could I help you with something else?"
3. "I do apologiz e, but I'm afraid that this area is reserved for hotel management. May I
help you find something?"
Dialogue
The dialogue was very good at this.
1. "Excuse me sir, I am sorry, but this is a restricted area. May I help you find
something?"
The guest was in a restricted area and was lost.
The best option was to be friendly and show the guest to a more appropriate place.
CULTURAL INSIGHT
Quick T ip
English is a time-stressed language. In other words, the way you emphasiz e words and
where you place them in a sentence can dramatically change the feeling and even meaning
of your sentence.
On important way you can use this to your advantage is by using proper intonation in your
apologies. For example, the typical phrase for apologiz ing in English is:
"I'm sorry."
Grammatically, this sentence is 100% correct and in many situations the most appropriate
thing to say. Another, more advanced, way of saying this phrase is:
"I am sorry."
This way the "am" is emphasiz ed and communicates to your listener that you really are sorry
and that you're not just apologiz ing out of courtesy.
LESSON NOTES

#19
Last-minute Check-ins
CONTENTS
2 English
2 Vocabulary
3 Sample Sentences
3 Grammar
5 Cultural Insight
# 19
ENGLISH
1. STAFF: Hello sir. How may I help you today?
2. CUSTOMER: I need to check in.
3. STAFF: Not a problem sir. Do you have a reservation?
4. CUSTOMER: No, I don't.
5. STAFF: Okay. We have a single room open for today. It will be $65. Would
you like to reserve it?
6. CUSTOMER: Yes.
7. STAFF: May I please see your credit card?
8. CUSTOMER: Sure.
9. STAFF: Do you mind if I make a copy of this?
10. CUSTOMER: Nope.
11. STAFF: Okay, we're all set here.
12. CUSTOMER: Thank you!
VOCABULARY
does it bother you that…,

Do you mind… would you please phrase
Do you give permission that

May I please… I…, Am I allowed to… phrase
ENGLI S HCLAS S 101.COM HOS PI T ALI T Y ENGLI S H FOR HOT ELS S 2 #19 - LAS T -MI NUT E CHECK-I NS 2
We are all set here Everything is ready, phrase
SAMPLE SENTENCES
Do you mind if I run you credit card? May I please have your name?
Thank you but we are all set here.
"We'r e all set "
This phrase is similar to "we are ready." The idea of "all set" means that everything is in its
place or that everything is where it should be.
You would usually only say "we are all set" if you want want to emphasiz e the "are" for some
reason.
"We are all set."
For example:
1. "We are all set here, sir."
2. "I think we're all set."
"May I please"
This phrase is asking permission. The grammar point is about the word "may," but be aware
that the word "please" is frequently used with "may."
For example:
1. "May I please come with you?"
2. "May I please take your bags?"
GRAMMAR
T he Focus of t his Lesson is Using "may" Inst ead of "can."
"May I please see your cr edit car d? "
Many people have difficulty when asking permission using "may" and "can." The correct way
is to use "may" for permission and "can" for ability. For example:
"May I help you?" ("Do I have your permission to help you?")
"Can I help you?" ("Am I able to help you?")
As you can see, using "can" in a question like this doesn't quite make sense. That's why you
will occasionally have people and maybe even guests respond with comments like:
"Oh, I hope so."
"I don't really know. Can you?"
Some guests will say things like this to be funny, others because the misuse of "can" irritates
them. In either case, when a guest responds like this, it's usually best to respond with a smile
and laugh, then apologiz e and then correct yourself.
Ways ar ound t he "can/may" dist inct ion
The difference between these two words is specific and distinct, however, many native
English speakers do not follow it. This can make its use confusing and difficult.
Sometimes it might be better to just avoid using either "can" or "may." To do this there are
several phrases you can use in their place.
"do you mind if"
The phrase "Do you mind if..." is often used in place of "may."
"Do you mind if I make a copy of your ID?"
"Do you mind if I clean your room for you?"
Please note that if you do use this phrase, the customer will probably use "no" to mean that
he consents. In this case, "No" means "No, I don't mind at all."
Also, this phrase can't replace "may" in the fixed question "May I help you?"
Saying "Do you mind if I help you?" sounds strange.
"Is it alright if..."
The phrase "is it alright if" can also replace "may."
"Is it alright if I verify that information?"
"Is it alright to run this card?"
This phrase is similar to "Do you mind if..." However, with this phrase, guests will usually
respond with "yes" to mean "yes."
"Am I/are we allowed to..."
The phrases "Am I allowed to..." and "Are we allowed to..." function exactly the same way as
"may" and even uses the word "allow" which directly requests permission.
"Are we allowed to refer to you as Mrs. President?"
"Am I allowed to call the guests in room 317?"
Be careful not to mix the expressions and say something like:
"May they be allowed to come with us?"
"May I be allowed to shake your hand?"
The idea of this phrase is to be extra polite but grammatically it is redundant. In other words,
this phrase means,
"Am I allowed to be allowed to shake your hand?"
CULTURAL INSIGHT
Did you Know?
Every so often, English can be a little quirky and the phrase "do you mind" is one of those
times. Usually, when someone asks you a question, you can answer with "yes" or "no" to
mean "yes" or "no." However, with the question "Do you mind...?" your answer will have to
start with "No" if you want to agree to something.
In the dialogue, the staff member asked "Do you mind if I take a copy of this?" The staff
member is asking permission to copy the document but because of the phrase "Do you
mind...?" and the guest responds with "Nope." This is because the guest "does not mind"
that the staff member will make a copy.
LESSON NOTES

#20
Talking to Guests Who Don't Speak
English
CONTENTS
2 English
2 Vocabulary
3 Sample Sentences
4 Grammar
6 Cultural Insight
# 20
ENGLISH
1. STAFF: Hello sir. How may I assist you?
2. GUEST: I... Want... room.
3. STAFF: Okay. Do you have your ID card?
4. GUEST: Uh...
5. STAFF: Your ID card? An (slowly) identification card? With your photo?
6. GUEST: Uh...passport?
7. STAFF: Yes. That would be just fine, thank you. Everything looks in order.
What kind of room would you like?
8. GUEST: Uh...Room at the ocean.
9. STAFF: Do you mean a room that looks to the ocean?
10. GUEST: Yes! Please!
11. STAFF: Certainly, sir. One moment please...Ok, your room is 5-1-5. How
long do you plan on staying with us?
12. GUEST: All night.
13. STAFF: So, you're planning to check out tomorrow?
14. GUEST: Ah, yes.
15. STAFF: Okay then. Check out... is two.
VOCABULARY
ENGLI S HCLAS S 101.COM HOS PI T ALI T Y ENGLI S H FOR HOT ELS S 2 #20 - T ALKI NG T O GUES T S WHO DON'T S PEAK ENGLI S H 2
Your room is 5-1-5 the guests room is 515 phrase
Okay then okay, sure, yes phrase
toward in the direction of preposition
SAMPLE SENTENCES
Here you go sir, your room is 5-1-5. Okay then, ma’am. We’ll have those
brought up to your room.
I would like a room looking toward the He’s moving toward the west.
ocean.
"Okay t hen..."
This phrase means "yes" or "okay." The key here is your tone of voice. Your tone of voice
could make this phrase sound sarcastic and even quite funny. However, as a hotel staff
member, you shouldn't use it this way as your guests might be offended. Always use this
phrase with a positive tone.
For example:
1. "Okay then, ma'am! Everything seems to be in order."
2. "Okay then, sir!"
"your r oom is 5-1-5"
In this phrase the staff member tells the guest their room number in single digits to make it
easier for the guest to understand. Normally the staff member would have said, "five fifteen"
or "five hundred fifteen." But while some people people may be unfamiliar with the higher
numbers in English, most know 1-10, so it is a safer way to explain a room number.
For example:
1. "Your room is seven three nine."
2. "The room service number is nine three one."
GRAMMAR
T he Focus of t his Lesson is How t o Communicat e wit h Non-pr oficient English

Speaker s
"Your ID car d? An ident ificat ion car d? Wit h your phot o? "
As you become more experienced at speaking English, you will meet people and attend to
guests who do not speak English as well as you do. Occasionally, you will meet people who
only know very basic English, or only just a few words. When you encounter these people, you
should treat them kindly and be very patient, just like everyone was with you when you were
learning.
Here are some simple guidelines for speaking in English to non-proficient guests.
Speaking clear ly and slowly
How you speak to new English speakers is very different from how you speak to natives. In
particular, your pronunciation must be clear and exact. It's usually best to pronounce each
word separately instead of connecting them as you would in regular conversation.
"Would | you | like | to | make | a | reservation?|"
Speaking at a r egular pace
Along with speaking clearly and slowly, you do your best to maintain a regular rhythm or
pace to your speech. This is usually best done in English at a syllabic level. For example:
"My name is Au-stin."
This is particularly important with longer words because native-like pronunciation often
connects the sounds in syllables and it can be difficult to distinguish the words for those
who are still beginner English speakers.
"May I have your in-for-ma-tion?"
"Would you like to make a re-ser-va-tion?"
Use simple and cor r ect gr ammar
Try your best to use proper grammar structures while you are talking. If a misunderstanding
occurs you can then go back and try to re-explain or change the grammar structures a bit.
"Here is your room key" and not "This is going to be your room key."
"Do you want dry cleaning?" and not "Do you want to have some dry cleaning done?"
Use simple vocabular y
Try to use simpler words while speaking. This is particularly useful when dealing with large
numbers. So when telling the guest their room number, instead of saying,
"515" (five fifteen)
you could try
"5-1-5" (five one five).
You can do the same when dealing with currency. For example,
"The total comes to $ 68.26." (sixty eight twenty six)
"The total comes to $ 68.26." (six eight two six)
A good rule of thumb for this is to break apart anything 3 numbers or shorter, and it is also
very helpful to write numbers down for guests to avoid confusion.
Pause aft er impor t ant par t s
Emphasiz e important parts of a sentence by putting a small pause after the important
phrases to allow the information to sink in.
"Your room number is three one seven - check out is at two o'clock - have a wonderful day."
"The pool is open until nine pm - there is no lifeguard on duty after five pm - Please sign this
waiver."
Use your hands
Use your hands when applicable. For example, point with an open hand when you are giving
directions or showing something to the guest.
"The elevator is (point with open hand) right behind you."
Also, when dealing with numbers, you can use your fingers to emphasiz e small numbers. For
example, hold up 2 fingers when you say,
"Check out is at 2 (hold up fingers) PM."
Repeat ing
More often than not, when a guest has not understood you it is because of only a word or
two they were unable to distinguish. Specifically, when a guest says to you:
"Could you repeat that?"
be sure to actually repeat exactly the same thing you said before. If they still don't
understand, then you can use different words to explain yourself.
CULTURAL INSIGHT
Did you Know?
Sometimes it is easy to forget that not all foreign guests will be proficient English speakers
and that they might not speak the local language either.
Two important things to remember here are to write things down, particularly room numbers
and telephone numbers, and to use hand gestures when appropriate. Just remember to keep
your hand gestures small since you're only talking to the guest, not the whole room.
For example, when the staff member said "Check out is...2pm." they probably pointed at a
clock. This is one reason many hotels have a traditional analog clock near the front desk.
With it, staff members can easily point to the clock and talk to guests about times.
LESSON NOTES

#21
Asking a Guest to Sign a Waiver
CONTENTS
2 English
2 Vocabulary
2 Sample Sentences
3 Grammar
5 Cultural Insight
# 21
ENGLISH
1. CUSTOMER: Hello, do you guys have a fitness center?
2. STAFF: We do! It's on the 2nd floor, next to the pool.
3. CUSTOMER: Great! Is it free to use?
4. STAFF: It is, but you need to sign a liability waiver and get a key from the
front desk.
5. CUSTOMER: Always with the waivers.
6. STAFF: I know. It's how the hotel protects itself.
7. CUSTOMER: I don't mind signing waivers, it's just that some of them are a bit
overreaching. I have to read each and every one to make sure I'm
not signing away my rights.
8. STAFF: That's very wise, sir. The front desk agent could review the waiver
with you if you wish.
9. CUSTOMER: That would be nice, thank you.
VOCABULARY
each and every one all, every single phrase
formal release of something

required, form that removes
waiver certain responsibilities from noun
a hotel
too powerful, more than is

over reaching necessary phrase
right true or correct as a fact adjective
SAMPLE SENTENCES
ENGLI S HCLAS S 101.COM HOS PI T ALI T Y ENGLI S H FOR HOT ELS S 2 #21 - AS KI NG A GUES T T O S I GN A WAI VER 2
I’m afraid you’re going to have to sign a He signed a waiver before the procedure.
waiver.
He had a waiver for the trial. That was a bit over reaching, don’t you
think?
That sounds about right.
"Each and ever y one"
This phrase has a similar meaning to "all of them" and is a combination of the phrases "each
one" and "every one." This phrase is used in English to emphasiz e the "all" feeling. In other
words, the guest must review every single waiver they are presented.
For example:
1. "I have to try each and every one of those dishes!"
2. "You need to clean each and every one of those rooms."
"over r eaching"
This phrase refers to the idea that there are certain boundaries and that something had gone
beyond or past those boundaries. In the dialogue, the guest was referring to how waivers
sometimes "overreach" or "go beyond the boundaries" of his rights. In most countries,
waivers are not supposed to do that which is why he has to make sure he reads "each and
every one."
For example:
1. "I don't like the government of the current president because it's too overreaching."
2. "You are overreaching your authority."
GRAMMAR
T he Focus of t his Lesson is Special Rules of For mal Speech
"T hat 's ver y wise, sir ."
Often, when we talk about formal speech we think of being grammatically correct. In English,
formal speech is often compared to written English and university essay writing. However,
formal speech and formal writing are different.
Cont r act ions
In formal writing, you should avoid contractions as much as possible. Contractions in an

essay or company email can be seen as laz y and, depending on the person reading it,
inappropriate.
"I am happy to see you."—written
"I'm happy to see you."—spoken
However, you can still use contractions in formal speech. In other words, contractions such
as "it's," "that's," and "we're" are perfectly acceptable
"That's a good idea, ma'am."
"It's $ 80 per night."
You could avoid using contractions in formal speech and you would be grammatically
correct. However, especially to native English speakers, you will sound stiff and strange, and
they may even wonder why you were avoiding contractions.
"I'm happy to see you."—talk this way
"I am happy to see you."—don't talk this way
Use "Would" Inst ead of "Could"
An important aspect of formal speech is the level of directness you use when you talk to and
about other people. For this reason, the phrase:
"How may I help you?"
...is more polite than:
"Can I help you with anything?"
Grammatically, they are the same and in both sentences, you are trying to help the guest.
However:
"How may I help you?"
...is more polite because it is less direct.
The words "would" and "could" function much the same way. In polite conversation, you
should use "would."
"Would you sign here please?"
not
"Could you sign here please?"
The difference between "would" and "could" is similar to the difference between "may" and
"can."
"Would you sign here, please?" (requesting that the guest sign the paper)
"Could you sign here, please?" (asking if the guest is capable of signing the paper)
The meanings of "would" and "could" are so different, it may seem like they would be easy to
differentiate but actually they are not. This is mostly because, just like "may" and "can,"
native English speakers often confuse the correct usage of these words.
CULTURAL INSIGHT
Did you Know?
Complimenting a guest can be a difficult thing to do but if you do want to give a

compliment, one important tip is to avoid complimenting the guest directly. In the dialogue,
the guest explained their behavior about waivers and the staff member said:
"That's very wise, sir."
They complimented the behavior, not the guest. If they wanted to compliment the guest, they
would have said,
"You are very wise, sir."
These kinds of direct compliments can make the situation awkward, especially if you are of
the opposite gender of the guest. Direct compliments can seem like flirting.
It's also important to compliment the guest indirectly and appropriately. In the dialogue, the
staff member did not say,
"Wow, sir, that is the most intelligent thing I've ever heard!"
A compliment of that nature would have been far beyond what was appropriate for the
situation and would have made it awkward.
LESSON NOTES

#22
Handling a Noise Complaint
CONTENTS
2 English
2 Vocabulary
2 Sample Sentences
4 Grammar
6 Cultural Insight
# 22
ENGLISH
1. GUEST: Hello, can I help you?
2. STAFF: Hello, sir. We have received a few noise complaints from some of
your neighbors, and we need to ask you to please keep it down.
3. GUEST: Oh, really? I thought this was the party floor!
4. STAFF: I am sorry, sir. We are very happy you guys are enjoying your stay
with us, but I am responsible for ensuring that all of the guests in
the hotel are having a pleasant stay.
5. GUEST: I know, I was just joking, we will be quieter.
6. STAFF: Thank you for your cooperation.
VOCABULARY
to ensure make certain, guarantee verb
I’m sorry. We will stop being

I know…We will be quieter so loud phrase
keep it down be quiet, hush phrase
I thought this was the party

floor! I really want to have fun. phrase
pleasant easy to enjoy adjective
SAMPLE SENTENCES
I need to ensure that everyone is safe. I know, I’m sorry. We will be quieter.
ENGLI S HCLAS S 101.COM HOS PI T ALI T Y ENGLI S H FOR HOT ELS S 2 #22 - HANDLI NG A NOI S E COMPLAI NT 2
Could you please keep it down? I thought this was the party floor!
This has been such a pleasant afternoon. I had a pleasant conversation with my
colleague today.
We took a pleasant walk through the park.
"I t hought t his was t he par t y floor !"
This is a common joke with several forms. For example:
1. "I thought this was the fun floor!"
2. "We thought this was where we could have some real fun!"
3. "We thought it was time to have a party!"
It's usually best to have a near-memoriz ed response to these kinds of expressions. In general,
you don't need to explain anything, just restate the rules and ask the guests to obey them.
When guests are particularly difficult, you should probably contact your manager.
Possible responses to guests that say things like this are:
1. "I'm sorry ma'am, but I'm afraid the noise is beginning to cause problems. Could
you keep it down?"
2. "I apologiz e sir, but I must ensure that each and every guest has a pleasant stay.
Could I ask you to be a little bit quieter?"
"I know...We will be quiet er ."
Here the subject changes from singular to plural. While it is not explicit in the dialogue, from
this we can know that the man is with someone else. That's why he said "we" and not "I."
When someone is speaking on behalf of a company or group, they will say "we."
For example:
1. "He understands. They will work harder."
2. "I do believe so, sir. There are many things that we can do."
GRAMMAR
T he Focus of t his Lesson is Addr essing Noisy Guest s

"We have r eceived a few noise complaint s fr om some of your neighbor s, and we
need t o ask you t o please keep it down."
Addressing noisy or troublesome guests can be tricky. The noise is bothering other guests,
which isn't good. However, reprimanding any guest also isn't good. Beyond that, you will
probably be asking the guests to stop doing something they want to do.
As a hotel staff member, however, you are a kind of an authority figure and therefore need to
address this issue. It might help to think that there are more guests complaining about and
bothered by the noise than are making the noise, so by addressing the issue you will be
helping a lot of guests.
T hings t o keep in mind
The way you treat the guest may vary depending on how many times you need to talk to
them. Let's assume this is your first time talking to them.
Remain respectful
Before you say anything, remember that these people are your guests and that they are
paying for the hotel's services. In most cases, noisy guests are only just a little bit more noisy
than everyone else.
Remember to always show the guest respect, patience, and understanding.
Greetings
When you first approach the guest or when they first open the door, greet them kindly and
directly.
"Good evening"
"Good afternoon."
It's usually a good idea to include their name to show that you know who they are.
"Good evening, Mr. Smith."
"Hello, Ms. Anderson."
What is wrong
As soon as you have greeted them, you should immediately tell them why you are there.
Hotel staff only come to hotel rooms when asked to by the guests and since you are there
without them asking they'll know you must have something important to tell them. What is it?
"Hello, Mr. Johnson. We've received some complaints about the noise level coming from this
room."
"Good morning, Miss Brown. Some guests have complained about the noise on this floor."
You don't need to describe the types of sounds that have been complained about. Just
informing them that there have been complaints is usually enough.
Tell them how to correct it
Most of the time guests are embarrassed that they have inconvenienced someone else and
want to correct the situation as soon as possible. You should quickly proceed with the
solution to the problem.
"We need to ask you to keep it down."
"I'd like to ask that you be a little bit quieter."
Use "please" and "thank you"
Since these are guests and you are in a tricky situation, it's a good idea to use "please" and
"thank you" frequently.
"We need to ask you to please keep it down."
"I'd like to ask that you please be a little bit quieter. Thank you."
Questioning
Often, when correcting others, it is polite to use suggestions or requests in the form of
questions. For example:
"Would you please keep it down?"
However, as this is a question, it can seem as if you are asking the guest's permission
instead of giving them instructions.
Do not raise your intonation at the end of sentences, this can come off as a bit timid, or
almost like a suggestion, which this is not.
Inform them that you have received the complaint from other guests. If the guests do not
take your request that well you can mention that you are there only on behalf of the other
guests as you are responsible for ensuring that everyone in the hotel is enjoying their stay.
CULTURAL INSIGHT
Did you Know?
When speaking to western guests, try to keep your body language and facial expressions in
mind while you are speaking. In general, you should smile, stand up straight, and only use
hand gestures when necessary.
As an authority figure, like in the dialogue, a firm expression without a smile is often
appropriate. However, you should never use angry or upset expressions. Looking angry
could cause problems with your guests and some might even see your anger as a challenge
and get angry at you.
Facial expressions and body language are important but don't over-think them or you will
look awkward. You should stay aware of your body language and expressions, and could
even practice them on your own so they become natural.
LESSON NOTES

#23
It's Important to Say Please and
Thank You to Your Guests!
CONTENTS
2 English
2 Vocabulary
2 Sample Sentences
3 Grammar
6 Cultural Insight
# 23
ENGLISH
1. STAFF: Hello sir! How may I assist you?
2. CUSTOMER: I would like to reserve a room for tonight.
3. STAFF: Not a problem. May I please see your I.D?
4. CUSTOMER: Sure.
5. STAFF: Thank you, sir. Excuse me for a minute please.
6. ...
7. STAFF: Okay, your room is 305. Here is the key. Check out is at two.
8. CUSTOMER: Thanks. And I'm going to need dinner brought up to my room.
9. STAFF: Certainly sir. Would you like to place your order here or call room
service later?
VOCABULARY
to assist help, give aid verb
I.D. identification card noun
quick minute a short while, a few moments phrase
Place your order make your request phrase
SAMPLE SENTENCES
ENGLI S HCLAS S 101.COM HOS PI T ALI T Y ENGLI S H FOR HOT ELS S 2 #23 - I T 'S I MPORT ANT T O S AY PLEAS E AND T HANK YOU T O YOUR 2
GUES T S !
How may I assist you? Do you have your I.D.?
Could you excuse me for a quick minute? You may place your order now.
"place your or der "
This phrase is often used in combination with "take your order." In other words, the guest
"places an order" and the staff member takes it or "takes the order." These two phrases are
all about perspective, so even though the hotel staff will use both, don't mix them up.
For example:
1. "May I take your order?" (May I place your order?"-wrong)
2. "Would you like to place your order?" (Would you like to take your order?-wrong)
"quick minut e"
This phrase means "a short while" or "a brief moment." This phrase may seem strange as a
"minute" is a fixed length of time and therefore cannot be either "quick" or "slow." However,
in either of these phrases, the idea is that the staff member needs to leave for a short while
and then come back. In the dialogue, they used the word "quick" to emphasiz e or show that
it will be not take very long.
For example:
1. "It'll be just a quick minute."
2. "I'll be there in a quick minute."
GRAMMAR
T he Focus of t his Lesson is How and When t o Use "please" and "t hank you"
"May I please see your I.D? "
GUES T S !
Being polite is very important in English speaking cultures. One of the most important ways
to be polite when speaking English is by using the words "please" and "thank you." These
words are so important when speaking English that there is an old admonition to remember
your "please" and "thank you"s.
How and When t o Use "please"
It seems to be common sense, but be sure to always include please whenever you ask
anything from the customer, even if it is something simple.
Requests
When you make a request of a guest, or really of anyone, you should say "please."
1. "May I please see your credit card?"
2. "Could you please verify this information?"
Usually, please is used after the request is made.
1. "May I see your I.D., please?"
2. "Could you sign here, please?"
However, this is not a rule.
1. "Please sir, could you sign here?"
2. "Could you please wait for a minute?"
Directions
Giving directions is a lot like giving orders. When you give orders in English, you do not use
please. However, since you are talking to guests, it is very impolite to order them to do
anything.
You should always use "please" with a guest.
1. "If you could please come this way."
2. "To get to your room, you can please enter the elevator behind you and it will take
you to the 7th floor."
GUES T S !
3. "Please check out by 1:00 pm on Saturday."
Not saying "please"
Usually, please is only completely omitted to show a tone of authority. For example, when
you are telling a guest "no" or are disciplining a co-worker for something they did incorrectly.
1. "I am sorry, sir, but I am going to have to ask you to stop."
2. "Stop doing that."
Do not use please to say "you're welcome."
Guest - "Thank you."
You - "You're welcome." (not "Please.")
How and when t o say "t hank you"
You should use "thank you" whenever the guest agrees to a request, gives a compliment, or
when saying goodbye to a guest.
Agreeing to a request
If a guest agrees to a request, you should thank them for it.
You - "Could you sign this, please?"
Guest - "Certainly."
You - "Thank you."
You - "May I have you name, please?"
Guest - "Smith."
You - "Thank you."
Giving a compliment
Sometimes, guests give compliments to you for your service. Thank them for it.
Guest - "The service has been excellent today."
You - "Thank you, ma'am."
GUES T S !
Guest - "You've been a great help."
You - "Thank you, sir."
Saying goodbye
When saying "goodbye" to a guest you usually thank the guest for something instead of just
saying "thank you."
1. "Have a wonderful rest of your trip, and thank you for staying with us."
2. "We hope you've have a nice stay and we thank you for your patronage."
3. "You have a good week, sir, and thank you for choosing Hotel Innovative."
CULTURAL INSIGHT
Did you Know?
You'll often have reservations that are sometimes called "last minute." The phrase "last
minute" refers to doing something in the last possible minute or that, if that minute passes, it
will no longer be possible to do. This phrase can also be used in other ways. For example,
your manager could say something like,
"I need you to do a last minute cleaning of room twenty three."
We can assume that a guest will enter that room very soon so you need to clean it as fast as
possible. Another example would be a guest saying to you...
"I know this is last minute, but I need to reserve a room. Could you help me?"
By saying this, we can see that the guest is concerned about the availability of rooms at the
hotel. They are worried that with the request being last minute, there will not be a room for
them. If there are rooms available, be sure to reassure your guest.
"I can help you. When were you planning on checking in?"
GUES T S !
LESSON NOTES

#24
Addressing Your Guests Correctly
CONTENTS
2 English
2 Vocabulary
2 Sample Sentences
4 Grammar
7 Cultural Insight
# 24
ENGLISH
1. STAFF: Hello! How may I help you?
2. CUSTOMER: We would like to check in.
3. STAFF: May I please see your I.D.s? Thank you, Mr. Jones and Ms. Aliz e.
4. CUSTOMER: Actually, we would like to rent the honeymoon suite, we just got
married!
5. STAFF: Wow! Congratulations!
7. STAFF: Okay, you're all checked in. Please enjoy your stay. We will be
sending a complimentary bottle of champagne to your room later
this evening to help you celebrate. What time would you like it
delivered?
8. CUSTOMER: Oh thank you! hmmm... around seven would be good.
9. STAFF: Okay, all set. Thank you again.
VOCABULARY
complimentary (American) free, additionally adjective
traditional gift at
bottle of champagne celebrations phrase
to become husband and

to marry (American) wife (to wed, to become verb
married to)
SAMPLE SENTENCES
ENGLI S HCLAS S 101.COM HOS PI T ALI T Y ENGLI S H FOR HOT ELS S 2 #24 - ADDRES S I NG YOUR GUES T S CORRECT LY 2
Would you like to reserve the honeymoon They married different people in the end.
suite?
She married him after he proposed twice.
"bot t le of champagne"
This phrase is used because champagne is a non-countable noun. In other words, you
shouldn't say "one champagne" or "three champagnes." The correct way is to use the
phrase "bottle of" before champagne.
For example:
1. "I would like three bottles of champagne."
2. "We have storage space for 7 bottles of champagne."
"addr ess" vs. "addr ess"
In English, the word "address" has two different pronunciations. These two pronunciations
have two different meanings. The first pronunciation is,
"ADdress"
This pronunciation refers to the location of something. Usually, the word "address" includes
the house number, street, and city information of a specific place.
For example:
1. "His address is 5334 Diamond Circle."
2. "I don't know her address."
The other pronunciation is:
"adDRESS"
This pronunciation means directing your speech toward someone or something.
For example:
1. "I guess I should address you as Mrs. Smith."
2. "How should I address the president of the company?"
GRAMMAR
T he Focus of t his Lesson is Using Cor r ect Salut at ions

"Congr at ulat ions, and I guess I should addr ess you as Mr s. J ones."
Using correct forms of address is important when talking to guests and when talking to
supervisors and managers. For example, if a problem arises and you tell the boss the
incorrect form of address, they will probably use the same incorrect form of address which
will make the guest feel uncomfortable.
Men
When speaking to men, there are generally two different forms of address. Those are:
"Sir"
"Mr. (last name)"
However, these are not used in the same way.
Using Mr.
The most common way is by saying "Mr." and then adding their last name.
1. "Hello Mr. Smith."
2. "Good afternoon Mr. Chase."
Be careful to not use "Mr." with the full name. While it is technically correct. It sounds too
formal and can make the customer feel somewhat separated from the hotel. It's much better
to use "Mr." with just the customer's last name and only use the full name if there are several
people by the same name staying in the hotel and you need to be specific.
1. "Mr. Smith."
2. "Thank you for your business, Mr. Smith."
3. "You would be Mr. James Smith, is that correct?"
Using Sir
The word "Sir" is used as a pronoun. In other words, you would use "Sir" instead of using Mr.
and the person's last name.
1. "May I help you sir?" - "May I help you Mr. Smith?"
2. "How can I help you sir?" - "How can I help you Mr. Smith?"
Using "Sir" as a title
Very rarely, you might encounter someone who possesses the title of "Sir." This is a rare title
awarded by the British crown to members of the British realm who have distinguished
themselves in some way. Generally, these people are very influential and should be treated
with a great deal of respect. In this case, you should say "sir" with the person's preferred form
of address. There are so few people in the world who have this title that their preferred form of
address is usually on file with the hotel. You may also encounter the female equivalent,
Dame, or the titles Lord and Lady.
1. "Hello, Sir Thomas. How was your evening?"
2. "Good afternoon, Sir George. How may I help you?"
3. "Thank you so much, Lady Katherine. We appreciate your patronage."
*These are all fictitious names, used for illustration only.
Women
For women, the correct form of address is slightly more complex.
Ma'am
In general, you can use the pronoun "ma'am" for women in much the same way that you can
use "Sir" for men. In other words, you would use "ma'am" instead of using their name.
1. "May I help you, ma'am?" - "May I help you, Ms. Smith?"
2. "How can I help you, ma'am?" - "How can I help you, Miss Smith?"
Mrs.
Which salutation you use for women depends on their social status. First, we have the
salutation "Mrs." the salutation is used for a married lady and is pronounced "missuz ."
1. "Will there be anything else, Mrs. Johnson?"
2. "Should I get that for you, Mrs. Adams?"
Miss
The second salutation for women is "Miss." "Miss" is used for women who are not married.
The pronunciation of the salutation is the same as the verb "to miss."
1. "Welcome to your room, Miss Smith."
2. "And here's the pool. Will there be anything else, Miss Murdoch?"
Ms.
The third and last salutation for women is "Ms." "Ms." is used when you're not sure if the
woman is married or not. In general, "Ms." is the safest salutation to use with women at a
hotel since new guests are arriving at the hotel every day and it can be very difficult to know
the marital status of every woman in the hotel.
When first greeting a new guest, it's often safest to use this salutation in the form of a
question. That way they will give you the correct form of address that you should use.
You "Good morning and welcome to Hotel Innovative. May I have your last name please
Ms...?"
Guest - "Mrs. Price."
You - "Thank you, Mrs. Price."
T ip
Even though you can technically use "Ms." for any woman and ignore the distinctions
between "Mrs." and "Miss," this is not advisable if the woman has given you her prefered form
of address. In most English speaking cultures, women are very aware of this distinction and
a woman who is proud of her status as married or single will feel uncomfortable if her prefered
form of address is ignored. On the other hand, an older unmarried woman might feel
uncomfortable being called "Miss," while a woman who doesn't feel like her status should be
tied to her husband might not want to be called "Mrs." Even though it might be difficult, try
to remember what the guest herself prefers.
Cult ur e not e:
In beauty pageants and beauty contests such as "Miss America," "Miss USA," and "Miss
Universe," all of the contestants are required to be addressed by the "Miss" salutation,
followed by the region they are representing.
CULTURAL INSIGHT
Did you Know?
Other salutations include:
"Good evening!"
"Good afternoon!"
"Welcome, everyone!
In contrast, a form of address is the title you use for someone when you talk to them. For
example, "Hello, Mrs. Swan" is a salutation but it also uses the form of address "Mrs. Swan"
Examples include:
President Collins
Mr. Jones
Senator Jenkins
Forms of address can also be used as salutations. This is more common in formal settings.
For example, "Mr. President" is one form of address for the President of the United States.
Often in movies, the secret service and other government employees will greet the president
as simply "Mr. President."
LESSON NOTES

#25
Approaching a Guest
CONTENTS
2 English
2 Vocabulary
2 Sample Sentences
4 Grammar
6 Cultural Insight
# 25
ENGLISH
1. STAFF: Excuse me sir, do you have a moment?
2. GUEST: Sure, how may I help you?
3. STAFF: I couldn't help but overhear that you are the president of ANA. I
know you have a large corporate account here, so I wanted to
thank you personally for your company's patronage. My name is
Lucy, if there is anything you need at all please let me know!
4. GUEST: Well thank you Lucy, this hotel's hospitality is the reason I chose it
for my company.
5. STAFF: Thank you sir. Please enjoy your stay.
6. GUEST: I'm sure I will. Thanks.
VOCABULARY
patronage (American) support noun
chose past tense of choose verb
the time a guest spends at a

your stay hotel phrase
account held by a
corporate account corporation phrase
kind and generous way of

hospitality treating guests, kind, noun
accepting, pleasant
SAMPLE SENTENCES
ENGLI S HCLAS S 101.COM HOS PI T ALI T Y ENGLI S H FOR HOT ELS S 2 #25 - APPROACHI NG A GUES T 2
That’s why I chose this hotel. We hope you have a wonderful time
during your stay.
Do you have a corporate account? Your hospitality is remarkable.
The guests were grateful for such The hospitality was great; they made me
hospitality after a long journey. feel at home.
"chose" vs "choose"
These two words are related but slightly different."Choose" is the present tense form and
"chose" is the past tense form. In the dialogue, either form could be used and the sentence
would be grammatically correct.
The present tense word uses and "uu" sound."choose."
For example:
1. "Choose me!"
The past tense form uses the "ou" sound. "chose."
For example:
1. "I chose to come here."
"your st ay"
This phrase means the time the guest will "stay" at the hotel. The word "stay" is usually used
as a verb but at a hotel "stay" is often used as a noun.
For example:
1. "The guest should have a pleasant stay."
2. . "How long will your stay be?"
GRAMMAR
T he Focus of t his Lesson is Appr oaching a Guest

"Do you have a moment ? "
When approaching a guest in any situation or context, there are three main steps you need
to go through. Those steps are making your presence known, apologiz ing for the intrusion,
and asking if the guest has time to talk. After, you can explain why you are there.
Making your pr esence known
Making sure the guest knows you're there is one of the most important things that you can
do. Avoid approaching a guest from behind as that is impolite. If you do not make your
presence known and you proceed directly to step two which is apologiz ing for the intrusion,
you may startle the guest. Startling or making a guest feel fear should be avoided at all
costs.
You can make your presence known with an audible:
1. "Excuse me, sir."
2. "Excuse me, ma'am."
3. "Pardon me, sir."
4. "Pardon me, ma'am."
You should say something. Simply standing nearby and hoping that the guest will notice
you is not recommended. This wastes your time and the guests' time as you have
information to give them and you haven't delivered it yet. This can also make the guests
nervous because they may notice your presence but not know why you are there and
therefore will not acknowledge you. Knowing that a staff member is nearby but not knowing
why will make a guest feel uncomfortable.
Apologiz ing for t he int r usion
Whenever you approach a guest, you will be interrupting something. Maybe they are talking
with another staff member, talking on the telephone, or maybe just thinking about their
family. Because of this, you should always apologiz e for interrupting what the guest was
doing.
You can do this with several phrases such as:
1. "I apologiz e for the intrusion."
2. "I'm sorry for the intrusion"
3. "I do apologiz e for this."
In general, you shouldn't use the word "regret" in the situation as the term has a strong
negative connotation and makes it seem as if something is wrong. The guest may become
concerned that something bad has happened.
Asking if t he guest is t ime t o t alk
In the same sentence as apologiz ing for the intrusion you should ask permission to speak
with the guest. There are several ways to do this.
1. "I do apologiz e for this, but may I speak with you?"
Here the staff member uses "may" to ask permission to speak to the guest. This may seem
odd as the staff member is technically already speaking to the guest, however, it is inferred
that the staff member has more to say. Some other examples would be,
1. "I'm sorry for the interruption, but do you have a minute?"
2. "I apologiz e for this sir, but do you have a few moments?"
In these examples, the staff member directly refers to the guests time. Also, the phrase "to
speak with me" is inferred in each of these questions.
Explaining why you ar e t her e
The last step in approaching a guest is to explain why you needed to approach them.
1. "I just want to say thank you for being such a great customer of our hotel and we
hope to see you again soon."
This can be for many reasons but you should remember to always maintain the customer's
privacy. So if you are there to discuss some private information such as billing information or
the guest's family, you should speak quietly and probably move off to a more isolated place
where you and the guest can talk privately.
1. "I'm sorry for the interruption, but there seems to been a problem with your account
server and we cannot process your billing information. Could you help us resolve
this issue?"
2. "I apologiz e, but do you have a moment? We've received a phone call from your
husband. He would like you to call him as soon as possible. He did not give a
reason why."
CULTURAL INSIGHT
Did you Know?
It's often considered bad form to refer directly to the amount of money that a person or
business contributes to the hotel. In this case, what the staff member said in the dialogue is
not a very good example of proper manners. In other words, "large corporate account" was
not very tactful and should be replaced. Some more appropriate phrases would be:
1. "I know you and your company come here often, and..."
2. "I know you and your employees often stay with us and you are a pleasure to have. I
just wanted..."
3. "I would just like to thank you and your company for staying with us so often."
Intro 13 Helping Guests Find A Restaurant
1 Checking in a Guest 14 At the Check-In Counter
2 Taking a Room Service Order 15 Letting Guests Know You Speak English
3 Directing Guests to a Destination 16 Making English Small Talk With Guests
4 Delivering Room Service 17 Helping A Guest Find the Bar
5 Serving Room Service 18 Handling a Customer Complaint in English, Part 1
6 Cancelling a Reservation 19 Handling a Customer Complaint in English, Part 2
7 Suggestive Selling and Upselling 20 Handling a Customer Complaint in English, Part 3
8 Procedures for Taking Room Service Orders 21 Handling a Customer Complaint in English, Part 4
9 Hotel Telephone Etiquette 22 Calming Down an Angry Customer
10 Turning a Guest Away When Fully Booked 23 Politely Refusing a Guest 2015-09-19
11 Dealing With Turnaways By the Guest 24 Asking a Guest to Repeat What They’ve Said
12 Departure Etiquette in the Hotel Restaurant 25 Offering Simple Explanations
13 Expressing Concern for a Guest 13 Using Verbal Confirmation with Guests
14 Housekeeping When Guests are Present 14 Adding Personality to Your Voice When You
15 Taking A Beverage Order at a Hotel 15 Speak to Guests
Restaurant 16 Using Interjections for More Personality
16 Taking a Reservation 17 Reserving Extra Rooms
17 Guest Interaction: Dos and Don'ts 18 Helping A Guest Who is in a Restricted Area
18 Guest Registration 19 Last-minute Check-ins
19 Group Check-in 20 Talking to Guests Who Don't Speak English
20 Apologies and Implied Promises 21 Asking a Guest to Sign a Waiver
21 Taking Drink Orders at Special Events 22 Handling a Noise Complaint
22 Serving Drinks at a Lounge or Bar 23 It's Important to Say Please and Thank You to
23 Putting a Guest on the Wait-list Your Guests!
24 Polite Refusals 24 Addressing Your Guests Correctly
25 Being Agreeable in Difficult Situations 25 Approaching a Guest
©2021 Innovative Language Learning, LLC (P)2021 Innovative Language Learning, LLC presented by EnglishClass101.com

Learn English Perfect English For Hotel Hospitality Tourism

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LESSON NOTES

Hospitality English for Hotels S1 #1

2. GUEST: Melissa West.

5. GUEST: Yes, it seems to be correct.

7. GUEST: Will my passport do?

9. GUEST: What if I need more time?

V oc abular y English C lass

the reasons for which

an object or concept used

added attached, increased participle

given name, used before a

last name surname; family name noun

card or printout with guest's

legal allowed under the law adjective

document needed to leave

"Here is your registration, sir." "It is legal to smoke in restaurants in this

"Soon I'll have to renew my passport."

VOCABULARY PHRASE USAGE

"legal pur poses"

T he Focus of t his Lesson is Checking In a Guest

• Home and/or business address

• Emergency Contact number/information

• Nationality and country of residence

• Passport issue date and expiration date

• Place of Issue of Passport

• Visa issue date and expiry date

• Visa place of issue

• Proposed duration of stay in the country

• Arrived from - proceeding to

Then, the guest is shown to their room.

T he Impor t ance of Body Language in Small T alk

"Small talk" is a form of polite conversation about unimportant or uncontroversial topics

Hospitality English for Hotels S1 #2

2. GUEST: Hello, I would like to order some food.

4. GUEST: Yes, it is.

5. ROOM SERVICE: Excellent. May I take your order?

6. GUEST: Yes, I would like a turkey sandwich on a Parmesan bagel.

7. ROOM SERVICE: And what to drink?

8. GUEST: A Diet Coke.

9. ROOM SERVICE: Will there be anything else?

10. GUEST: Yes. I'd also like a wake up call for 7.

V oc abular y English C lass

service help, serving noun

dine to eat dinner verb

verify, validate the truth of

that which excels the others;

complimentary included, free adjective

a hard, dry cheese used in

phone call that wakes

"How may I be of service?" "We will be dining in our room tonight."

"Is there an in-room microwave?" "May I confirm your reservation?"

"Is the bar of soap complimentary?" "Parmesan cheese is my favorite."

"May I t ake your or der ? "

T he Focus of t his Lesson is How t o T ake a Room Ser vice Or der

1. "Good morning, in-room dining. This is Braden. May I assist you?"

1. "May I take your order?

Fr iendly Gr eet ings and Small T alk

1. "Hello, Mrs. Smith. I hope you're having a lovely day."

1. "Hi! I'm Mike! What's your name?"

1. GUEST: Excuse me, where do I ﬁnd the exercise gym?

2. MAID: Our ﬁtness center is located on the second ﬂoor.

3. GUEST: Could you tell me how to get there?

5. GUEST: I'm horrible with directions. Could you take me there?