INGLÉS EN

TURISMO Y
HOSTERLERÍA:
ALOJAMIENTO
 HOTEL ROOM BOOKING
1st SITUATION:
• Have you got any rooms available?
• Yes, how many nights will you stay at the hotel?
• I would like to make a reser vation for three nights.
• Allright, a contact email would be needed. Could you provide it, please?
• Of course, it’s vacations@gmail.com

2nd SITUATION:
• I would like to book a twin room for next week.
• I am sorr y, but all our twin rooms are booked, would you like me to check if there are
double rooms available?

3rd SITUATION:
• I would like to change my reser vation to April 2nd
• Sure! Could you please provide your reser vation number?
• 9358305
• We have completed your reser vation, I will send you the new booking details to the
contact email you provided.

2
 SOME EXPRESSIONS
Do you have a reservation?

Would you like half board or full board?

May I take your name, please?

Could you please provide your bank details in order to proceed with
the payment?
We do require a deposit to guarantee your reservation

How many nights would you like to book for?

The room rate per night is 45 $

I’m afraid we are fully booked

3
4
GUEST RECEPTION AND DESCRIPTION OF HOTEL
FACILITIES AND SERVICES
• What name is the reser vation under?
• We have a reser vation under John Smith.
• Great. I’ll give you two room keys.

• How do we get to our room from here?

• Please turn right and you’ll see the lift. Your room is on the 4th floor. You will
find pointers showing the way to the room.

• When is check-out time?

• The check-out is at 11 a.m.

• Is breakfast included?
• Yes it is, breakfast time starts at 7 a.m. and ends at 11 a.m.

5
GUEST RECEPTION AND DESCRIPTION OF HOTEL
FACILITIES AND SERVICES
• Is room ser vice included?
• Yes, there is a phone in the room you could use to call room ser vice.

• Do you have hypoallergenic pillows and mattresses available?

• Yes, please call the front desk if you need any. There are also extra towels or pillows
available.

OTHER NEEDS:
• Is there a parking space near the hotel?
• Are the rooms wheelchair accessible?
• Are dogs allowed?
• Is there suitable food for celiacs?
• Could we have a child-sized bed/a cot in our room?

7
PL ACE DESCRIPTION AND RECOMMENDATIONS
ADJECTIVES NOUNS
Huge Pedestrian/zebra crossing
Cosmopolitan Road

Ancient Bus stop

Bustling Car park

Rustic Airport

Cozy Train station

Charming Square
Modern Shopping centre
Beautiful Bank
Calm Town hall
Crowded Bakery
Busy Pharmacy
Quiet Downtown
Exciting Club
10
 EXAMPLE
A: Good morning! Can I help you?
B: Yes, I was wondering whether there’s live music anywhere around here. I’d love to listen to some local music.
A: Of course! There are a few places that have live music in the afternoons. There are also some places that offer
dancing lessons and shows.
B: Wow, that sounds great, where can I find them?
A: There are two famous pubs downtown, let me show them to you… There you go! That map is for you. They’ll be
very busy… If you want something a bit quieter, I can recommend you another option.
B: I don’t really mind. What time do the shows start?
A: There’s usually something going on from 12 p. m.
B: Thanks a bunch!

11
 GUESTS’ COMPL AINTS
STEP 1: Make them feel understood STEP 3: Bring solutions or offer alternatives

• I’m so sorry to hear that. I completely understand how • Let me tell you what I can do from my end.
you feel.
• Let me check this with my manager/supervisor and I’ll
• I can certainly understand your frustration. get back to you.

• What we can offer you is…

STEP 2: Show them you want to help them

• Please let me check that for you. STEP 4: Apologise again and thank the guest

• We’ll do our best to fix this as soon as possible. • Thank you very much for your patience/understanding.

• I can assure you we’ll do everything we can to solve this • Sorry again for any inconvenience this may have
immediately. caused.

• We’ll try to improve our service in the near future.

12
 TA K U M A H AYA S H I ​ MIRJAM NIL S S ON​ F LO R A B E R G G R E N R A J E S H S A N TO S H I
MANAGER RECEPTIONIST ROOM ATTENDANT DOORMAN

EXTRA:
HOTEL STAFF

GRAHAM BARNES R O WA N M U R P H Y ​ ELIZABETH MOORE​ ROBIN KLINE​

VALET PARKING BELLBOY LIFE GUARD WAITRESS

14