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Layout English For Tourism and Hospitality Industry
Layout English For Tourism and Hospitality Industry
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PENGEMBANGAN DESA WISATA BERBASIS COMMUNITY BASED TOURISM (CBT) DESA WISATA SUMBERBULU, DESA PENDEM, MOJOGEDANG, KARANGANYAR View project
All content following this page was uploaded by Erna Wigati on 26 January 2021.
Penulis :
Erna Wigati, S.Pd., M.Pd
Erfina Maulidah Khabib, S,Pd, M.Pd
ISBN : 978-623-6688-36-6
Design Cover :
Retnani Nur Briliant
Layout :
Nisa Falahia
ii
PREFACE
iii
TABLE OF CONTENT
iv
INTRODUCTION
v
ENGLISH FOR TOURISM AND
HOSPITALITY INDUSTRY
vi
THE CHECK-IN
1. The Check-In
Conversation:
Front Desk : Welcome to the Wyatt Hotel. May I help you?
Traveler : I'd like a room please?
Front Desk : Would you like a single or a double?
Traveler : I'd like a double, please?
Front Desk : May I have your name, please?
1
Traveler : Timothy Findley.
Front Desk : Could you spell that please?
Traveler : F-I-N-D-L-E-Y.
Front Desk : How many are in your party?
Traveler : Just two.
Front Desk : How many nights would you like to stay?
Traveler : Just tonight.
Front Desk : How will you be paying?
Traveler : Is Visa OK?
Front Desk : That'll be fine. Would you like a wake-up call?
Traveler : Yes, I'd like a wake-up call for 6:30. Do you have
a pool?
Front desk : Yes, we do. On the 2nd floor. Here's your key.
That room 405 on the fourth floor
2. Telling Time
There are four ways of telling time:
a. Use o’clock to say that the time is ‘tepat’
Example: 07.00----it’s seven o’clock
b. Use past. Say the minute -past-then say the hour
Example: 07.10----it’s ten (minutes) past seven
09.25----it’s twenty five (minutes) past nine
c. Use to. Say the minute –to-then say the hour
Example: 02.50----it’s ten to three
d. Say the hour then say the minute
Example: 11.20----it’s eleven twenty am
3. Conversation Activities
a. Practice using the above expressions by having a dialogue
similar to the ones above with a partner, one partner taking
the role of the guest and the other taking the role of the staff.
For additional practice, switch roles. Practice the dialogue
several times, trying to use all of the expressions noted
above.
b. Role play the following situations with a partner, one person
taking the role of the guest and the other person taking the
role of a hotel staff.
2
4. Role-play : Hotel Guests
You are traveling alone. You You are traveling alone. You
would like a single room. You would like a single room.
would like to pay with cash. You would like to pay with
You will be staying 2 nights. cash. You will be staying 1
You would like a wake-up call night. You would like a
for 7:00 A.M. wake-up call for 7:30 A.M.
You are traveling with your You are with your brother.
husband/wife. You would like You would like a double
a single room. You would like room. You would like to pay
to pay with credit card. You with cash. You will be
will be staying 2 nights. You staying 2 nights. You would
would like a wake-up call for like a wake-up call for 6:00
6:00 A.M. A.M.
You are traveling with two You are traveling alone. You
friends. You would like a would like a single room.
double room. You would like You would like to pay with
to pay with credit card. You credit card. You will be
will be staying 1 night. You staying 4 nights. You don’t
would like a wake-up call for want a wake-up call.
6:30 A.M.
3
EXCHANGE INFORMATION
OF ROOM RATE
4
Employee : No, madam, the service charge is 15%
Guest : I see, OK, so the double room is $280
Employee : $280 is the top price. The doubles are from $240
to $280 a night.
Guest : Yes, thanks, and the suites $550 to $1,000.
Employee : That’s right, and the service charge is 15%.
Guest : I think I have all that. Thank you very much.
Employee : You’re welcome
Conversation Activities
1. Practice using the above expressions by having a
dialogue similar to the ones above with a partner, one
partner taking the role of the guest and the other taking
the role of the staff. For additional practice, switch roles.
Practice the dialogue several times, trying to use all of the
expressions noted above.
2. Role Play: Choose your partner, modify the conversation
with your own words then practice it as a role play.
3. Check your pronunciation in the dictionary to make sure
that you pronounce the words correctly.
5
LOCATION OF FACILITIES
Location of Facilities
1. Conversation
Guest : Can you tell me where the gift shop is, please?
Employee : Certainly, sir, the gift shop is in the basement, in
fact there are several gift shops. Take the lift to
the basement, and when you go out of the lift
turn right, and you’ll see them on your right.
Guest : Thanks.
Guest : Excuse me, where’s the travel desk, please?
Employee : The travel desk, madam is in the main lobby, on
the ground floor, right opposite the reception
desk.
Guest : Sorry, I didn’t catch that.
Employee : Go down to the main lobby and just opposite the
reception desk you’ll see the travel desk.
Guest : Oh, I see, thank you very much.
6
Guest : Excuse me, I’m looking for the bar, please.
Employee : Yes, sir, it’s inside the restaurant on the ground
floor. Go down to the ground floor, turn left out
of the lift, and the bar is just there, on your left,
inside the main restaurant.
Guest : Oh, it’s inside the restaurant … I see, thanks very
much.
Employee : It’s my pleasure sir.
2. Conversation Activities
a. Practice using the above expressions by having a dialogue
similar to the ones above with a partner, one partner taking
the role of the guest and the other taking the role of the staff.
For additional practice, switch roles. Practice the dialogue
several times, trying to use all of the expressions noted
above.
b. Role play the following situation with a partner, one person
taking the role of the guest and the other person taking the
role of a hotel staff.
1) Guest is looking for the spa, By using your own word,
direct the guest into that place
7
THE HOTEL BEDROOM
1. Conversation
Guest : Can you describe the room to me, please?
Employee : Certainly madam, let’s see, first there’s a big
double bed, and of course there’s a telephone by
the bed, and you have the radio alarm next to
that. Then there’s a TV of course, with remote
control…
Guest : Is there a CD player in the room?
Employee : I’m afraid there isn’t a CD player in the room,
madam.
Guest : Oh well, perhaps it’s not very important. But the
bed sheets, are they changed every day?
8
Employee :Yes, they’re changed every day. And in fact the
pillows are filled with a special non-allergenic
material. And let’s see, what else? There’s a large
wardrobe, and there are plenty of coat hangers.
Then there’s a desk by the window, with two
very comfortable chairs.
Guest : Well, that seems to be just fine. OK, I’ll take it.
2. Conversation Activities
a. Practice using the above expressions by having a dialogue
similar to the ones above with a partner, one partner taking
the role of the guest and the other taking the role of the staff.
For additional practice, switch roles. Practice the dialogue
several times, trying to use all of the expressions noted
above.
b. Role play the following situation with a partner, one person
taking the role of the guest and the other person taking the
role of a hotel staff.
1) Describe many types of room based on your experience
and your imagination about it
9
PROBLEM AND SOLUTION
1. Conversation
a. Guest : Hello, reception, this is room 329. We’ve
managed to empty the mini-bar. Could you get
someone to restock it, please?
Reception: Certainly, madam. Is there anything in particular
you need?
Guest : Yes, well, a bit of everything really, especially
plenty of whisky and coke.
Reception: I’ll send someone up right away.
Guest : Thank you
10
b. Guest : Hello, reception, I’m afraid I’ve forgotten my hair
dryer. I wonder if you could send one up to my
room?
Reception: Well, madam, there should be one in your room.
Have you had a look in the bathroom, by the
basin?
Guest : Yes, and I can’t see one.
Reception: I’m sorry about that. I’ll see to it immedia-
tely.And your room number, please?
Guest : Room 309.
2. Conversation Activities
a. Practice using the above expressions by having a dialogue
similar to the ones above with a partner, one partner taking
the role of the guest and the other the role of the staff. For
additional practice, switch roles. Practice the dialogue
several times, trying to use all of the expressions noted
above.
b. Role play the following situations with a partner, one person
taking the role of the guest and the other person taking the
role of a hotel staff.
Arrange a tennis game
Arrange a golf lesson
Request first aid kit
Request immediate ironing of dress
Request information about hot night spots
Request information about a scenic tour
Make a dinner reservation at a restaurant
12
THE CHECK OUT
1. Conversation
Employee : Good morning, sir.
Guest : Good morning, I’d like to check out, please, it’s
Mr Lopez, 239. Is my bill ready?
Employee : Yes, Mr Lopez, here you are.
Guest : Let’s see, $473. Is service included?
Employee : Yes, sir, it is.
Guest : OK, that looks fine. Can I pay by credit card?
Employee : Yes, of course, sir.
Guest : Is MasterCard OK?
Employee : Of course sir.
2. Conversation Activities
a. Practice using the above expressions by having a dialogue
similar to the ones above with a partner, one partner taking
the role of the guest and the other taking the role of the staff.
For additional practice, switch roles. Practice the dialogue
several times, trying to use all of the expressions noted
above.
b. Create your own dialogue about the check out
14
LEAVING A MESSAGE ON
THE TELEPHONE
15
I’ll transfer you.
I’ll put you through.
May I help you?
I’ll call back.
I got your message.
I’m returning your call.
At times, you will find that you may have to leave or take
a message because the person being called is not in. The
expressions below can be used in these situations.
A receiver’s request
May I take a message?
Would you like to leave a message?
I can leave him a message if you like.
16
Staff : I’ll give him the message.
Caller : Thanks, bye.
4. Conversation Activities
a. Practice using the above expressions by having a dialogue
similar to the ones above with a partner, one partner taking
the role of the guest and the other taking the role of the staff.
For additional practice, switch roles. Practice the dialogue
several times, trying to use all of the expressions noted
above.
b. Role play the following situation with a partner, one person
taking the role of the guest and the other person taking the
role of a hotel staff.
1) Getting a message to husband in lounge about a sick
child
17
GLOSSARY
Hotel Vocabulary
Word
Meaning Example sentence
part of speech
Bed and Breakfast a home that offers a I can book you into a
noun place to stay and a beautiful Bed and
place to eat Breakfast on the
lake.
18
Brochure/’brəʊʃə(r) small booklets that Feel free to take
noun provide information some brochures to
on the local sites and your room to look
attractions at.
19
floor a level of the building The swimming pool
noun is on the main floor.
20
noun "hotel" the other side of
town that has a
vacancy.
21
maximum capacity the most amount of The maximum
noun people allowed capacity in the hot
tub is ten people.
22
reservation a request to save a They say they made
noun specific room for a a reservation but it
future date doesn't show on the
computer.
sofa bed, pull-out a bed built into a sofa The room contains a
couch or couch sofa bed so the
noun room actually sleeps
five.
23
vending machine a machine that The vending
noun distributes snacks and machine on the fifth
beverages when you floor has chocolate
insert coins bars and chips.
24
FINAL EXERCISE
25
6. ANSWER : No, but each room has a ceiling fan.
QUESTION :
a. Where can I exchange money?
b. Does the room have air conditioning?
c. Is this service free?
9. ANSWER : Yes, you can leave them in the storage room next
to the restaurant.
QUESTION :
a. Did you give me back my passport?
b. Can you call me a cab?
c. Can I leave my bags here?
26
GRAMMAR REVIEW
A. There as Expletive
There are three common types of sentences with
expletive there.
1. There + be + noun + expression of place
There is a piano in the room
2. There + be + noun with adjective modifier ( the verb be has
the meaning of exist)
There are three blankets of each bed
There are many bell boys who can help u
3. There + be + noun + ing participle
There is a storm approaching (it means a storm is
approaching)
B. Modal Auxiliaries
There are many types of the use of modal auxiliary
1. Ability
I can lift this wardrobe (physical ability)
She can type (learned ability)
I can see you tonight (have the power to)
2. Permission
May or Can I borrow your car?
3. Request
Can or Could you cash this check, please?
4. Obligation (what one is expected to do)
You should (or ought to) do your homework everyday
5. Advisability (what is wise for one to do)
She should (or ought to ) eat less if she wants to lose height
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6. Necessity
You must do your homework everyday
7. Recommendation
This is an excellent book. You must read it
8. Possibility
It may ( or might ) rain tonight
9. Preferences
I would like a double room
10. Expectation
They should be arriving now
11. Correction
This name is wrong, it should be spelled smythe, not smith
12. Volition
He wouldn’t have anyone think badly of him
13. Promising
I will send the blanket in 5 minutes
C. Preposition
There are some preposition that are frequently used in
the daily conversation
1. In
In 2005, in September,in this week, in Indonesia, in central
Java, in this room
2. On
On Wednesday, on July, on the table
3. At
At three o’clock, at my house, at jl. Sudirman
4. From
I have just go back from my office
5. over
The birds fly over the highest tree
6. to
The plane from Darwin to Melbourne will take off within
next 30 minutes
D.
28
E. Conjunction
1. Coordinate conjunction
These conjunctions are used to join two nouns, two
adjectives, two prepositional phrases or equal terms.
The president and his assistant are coming
What color do you like?Black or white?
I don’t like orange nor star fruit
John can’t do this work but Martha can
2. Subordinate Conjunction
Although, even though, though + subject + verb +
complement
Jane will be admitted to the university even though he has
bad grades
In spite of / despite of + noun phrase
Jane will be admitted to the university despite(or in spite of)
her bad grades
Because , since
He was absence because he was sick
Because of
He was absence because of his illness
When, before
Before i go to bed, I always brush my teeth
Not only....but also
Robert is not only handsome but also clever
He not only plays the piano but also compose music
As well as
Robert is not only handsome as well as clever
He not only plays the piano as well as compose music
Both.....and
Robert is both handsome and clever
He both plays yhe piano and compose music
Either....or
I will take either chemistry or physics next quarter
Neither....nor
29
F. Causative
The causative verbs are used to indicate that one person
cause a second person to do something for the first person. One
can cause somebody to do something for him or her by paying,
asking, or forcing the person.
1. Have. get
Any had John wash the car (active)
Any had the car washed (passive)
Any got John to wash the car (active)
Any got the car washed (passive)
2. Make (Make only can be followed
by a clause in active voice)
The Robber made the teller give him the money
3. Let
Doni let his daughter swim with her friend
4. Help
John helped sally wash the dishes
Sam helped the old woman with the packages find a taxy
30
APPENDICES
Phonemic Symbols
Vowel sounds
Diphthongs
Voiced
Consonants - Unvoiced and voiced pairs 2
Unvoiced
Voiced
Other consonants
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Performance Test Rubric
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partner/tea Able to self- play.
cher. correct.
Tone and Poor Fair Good Excellent
Into-
nation Student Student Student Student
lacked tone showed little showed showed
and change in good use of excellent
intonation tone and tone and use of tone
completely. intonation. intonation, and
Speech was Speech was however, intonation.
robotic and slightly the tone or Both tone
monoton- robotic, intonation and
nous, showing very was in intonation
showing no little emotion appropriate were
emotion or or inflection. for the appropriate
inflection at context at for the
all. times. context of
the role
play.
Content Poor Fair Good Excellent
33
Writing Rubric For The Lecturer
CATEGORY
4 - Very Good
3 - Good
2 - Needs Improvement
1 – Unsatisfactory
1. Points
Sentences & Paragraphs
Sentences and paragraphs are complete, well-constructed and
of varied structure.
All sentences are complete and well-constructed (no fragments,
no run-ons). Paragraphing is generally done well.
Most sentences are complete and well-constructed.
Paragraphing needs some work.
Many sentence fragments or run-on sentences OR paragraphing
needs lots of work.
3. Ideas
Ideas were expressed in a clear and organized fashion. It was
easy to figure out what the letter was about.
Ideas were expressed in a pretty clear manner, but the
organization could have been better.
Ideas were somewhat organized, but were not very clear. It
took more than one reading to figure out what the letter was
about.
The letter seemed to be a collection of unrelated sentences. It
was very difficult to figure out what the letter was about.
34
4. Length
The letter is 10 or more sentences.
The letter is 8-9 sentences.
The letter is 5-7 sentences.
The letter is less than 5 sentences.
35
REFERENCES
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