A Hands-On Course ___ for Hotel ProfessionalsPhone Inquities | + Accommodation | + We have a 30-meter pool * N+ rates vary depending and facilities + Are there any rooms available on | upon /on +N + Locations June 16°? + look forward fo +N. V-ing + Phone + May | ask who the booking is for? reservations: Drivers, Doormen, |» Airport pickup _| « Excuse me, are you Mr. Hopkins? | + S. will be Ving and Belthops » Receiving guests | + Do you have any bags in the + take care of sb / sth * Carrying luggage | trunk? * conjunctions ~ while, until + Halling taxis * May | ask your destination? + suggest / recommend «Il get a cab for you. i Reception Hotel check-in] + Do you have a reservation? + tag questions + Safe-deposit + Would you like to use the hotel. | + not only... but also. boxes. safe? + time preposition — in * Handling + Are there messages for me? +8.+V, +0 (that)... messages Amenitios + Electric appliances | + The minibar is right over there. | = Its my pleasure to V. + Bathroom * We have a full bathroom + indefinite pronouns + Other amenities | + The 1oom is equipped with high: } + sensory verbs ‘speed Internet. + be able to V. can V. Requests for | + Housekeeping & | « The toilet paper is running out. | have sb # V. /have sth + cs Launoty + IL bring it up right away. Vepp. *Bellhop service | «111 arrange for your 6:30 a.m. + need V-ing / to be V-pp + Switchboard wake-up call + mind (80) doing sih + The Front Desk Directions + Directions inside] « Go past the sauna and turn right. | + either Aor B ‘and outside the | » ivs within walking distance. * by / before /no later than pote = + You might want to check out Xizi_| + have sth /sb in mind + Places to visit Bay. Shite Fae econ os Tour Planning | » Tour arrangements | + What's your budget range’ + How much will does sth + Restaurant + What kind of cuisine would you cost. recommendations | profer? +. prefer(s) A (to B) + Bike rentals + You can rent bikes on the island. |» superlatives + Make sure to V. | (that) + S, +V,Handling Complaints Restaurant / Bar Businoss Contor / Event Planning ‘Small Talk Paying the Bill Emergencies Job Interviewing + Amenity ‘complaints + Complaint solutions * Reservations + Grooting quests + Bar & food orders + Serving customers + Business centor hours & services + Meetings and banquets + Popular night markets + Local festivals + Tours of Kenting + Holel checkout + Asking about and paying the bill + Emergenoy situations & ‘announcements + Sick or injured quests + Intewview questions. + Making a good impression + Résumés & cover letters + What seems to be the problem? + Please accept our deepest apologies, + Your meal will be on the house. + The reservation is made under the name White. + I'd like a Scotch on the rocks. + Can I get you some dessert? + We're open year round. + How many guests are you ‘expecting? + The room fits 15 to 25 tables. + It's made from oggs and oysters. + There wil be lots of lanterns on display, + Kenting is famous for its beaches. + How would you like to pay? + The {otal is NTS1,000 even. + Here's your credit card receipt, sir. * Do you take US dollars? + Keep clear of the windows, * Can I please have your attention? + We have a doctor on call + Lot's got your knee bandaged up. + Could you describe yourself a little? + I'm outgoing and a team player. + What are the working hours? snot as + adj. + as sb expected + as long as | + as-+ adv. + as possible + If’s not too much to ask, can't / couldn't stand * be in the mood for after al + Sth comes with a choice of. + gat sb sth + adj. /V-pp “get sb + tov. Why not / Why don't you:..2 vin case *no / small /litle wonder ‘itis sth / sb that S. + + Hete is/are... = That comes to... + Feel free to contact sb if SV + tim |We're afraid / sorry... help /assist +in charge of + N. / Veing + if second conditionalETTORE: Doorman > Greets guests at the door Monitors the hotel driveway ‘Opens the door for guests ® Loads suitcases onto shuttle buses © Hails taxis Bellhop / Bellboy / Bellman --..-------- Carties luggage for quests, © Shows guests to their rooms Introduces room amenities Concierge Provides information about hotel amenities and services ‘© Arranges tours and tickets © Makes reservations Front Desk Clerk © Checks guests in and out © Gives information about the hotel © Handles guest requests ® Deals with guest complaints Front Desk Manager g Housekeeper / © Supervises bellboys, drivers, Ghambermaid / Maid ... concierges, operators, cashiers, @ Cleans rooms front clenk cleres: Ce ® Changes bedding © Restocks supplies Laundry Staff =» Washes bedding, hotel uniforms, napkins Room Service Staff ® Takes orders © Prepares and delivers dishes Maintenance Worker Maintains and repairs the facilitiesEEE, aos Host / Hostess Fitness Genter Attendant @ Provides guests with restaurant information © Shows guests how to use equipment ® Checks reservations © Organizes fitness activities © Seats guests © Makes sure weights are reracked © Hands out menus © Returns equipment to its proper place Waiter | Waitress ..- Business Center Attendant Takes orders : © Receives and delivers faxes Serves food and beverages ®) Provides secretarial services © Brings the bill check © Offers computer support Event Planner +::3<)+5760000++ © Arranges banquets, weddings, press conferences © Decorates venues © Makes signs and fliers Food and Beverage Manager ‘© Manages the restaurant staff Operator © Answers and forwards calls © Takes and delivers messages. Driver : © Drives the hotel shuttle bus © Greets guests and loads their bags Valet @ Parks and retrieves guest vehiclesWelcome to Hotel English. We have designed this textbook for intermediate students who want to master English for the hospitality industry. The focus of Hote! English is on listening and speaking to help you develop the skills you need to effectively provide five-star service in English. In addition, it contains vocabulary activities, focused grammar practice, and communicative functional exercises to familiarize students with how hotel staff and guests interact. Hotel English is divided into fourteen units covering the full range of hotel services from airport pickup ‘and reception to room service and event planning. Each unit begins with an overview of what will be leamed, along with preview questions to encourage students to talk, personalize the topiés, and share background knowledge. This is followed by a picture dictionary for vocabulary practice. and three seclions of dialogues, We reinforce the dialogues with a Language Center page consisting of sentence patterns, useful expiess onsy word usage, and role pay. practice. Finally, © each ‘nit ea ith a Listening Practice ey to enriance students! listening comprehension : te : : = =uni Unit Preview = Introducing different kinds of accommodation and facilities = Describing locations 4 Taking phone reservations Before We Start 1. When was the last time you stayed in a hotel? 2. What kind of room did you have? 3, Do you normally stay in expensive hotels or do you prefer cheaper ones? 4, What services and facilities do most five-star hotels offer? 5. What are some of the differences between a five-star hotel and a four-star hotel? 6. How do you prefer to travel in Taiwan?1 woe wos swimming pool ['swinry) (pul) restaurant [‘restoront] . bar [bar] café [ka'fer] (coffee shop) business center [‘biznis] [‘sentol)) Hotel SoS 12, boutique [burt] 13. drugstore [drag stor] 14, beauty salon i [sotlan) 15, gift shop [aift} [fai] 16, florist shopa TOURIST OREO, (iia UL Phone InguitiesCoc? Sete) se enesee Tell Me about the Hotel The front desk clerk answers the telephone. F: Front Desk Clerk: Caller : Hello. KHC Hotel. How may | help you? : I'd like some information about your hotel. F: c: F: What would you like to know? ©; First, how much are your single’ rooms? F; : The rates’ vary’ depending upon the season and type of single. They can range* from NT$4,000 to NT$6,000. Key Vocabulary C: | see.” Does that price include® breakfast? 4. single Psinal] agi, F: Usually, There are some special offers* that don’t though. 2, rate [rert] n, €: Could you tell me about your facilities? 3. vary [vert] v F: We have a 30-meter pool, with eight lanes." We also have a 4. range [remds] v. health center and spa. 6 elude (mn khued] v ©: Great! And what kinds of restaurants do you have? Fane {ein Scan eels F: We have a Chinese restaurant, a Japanese restaurant, burtfet [be fer) A. and a buffet’ with both Eastern and Western food. ‘8. comprehensive [ka:inpr*hensty] ad) ©: When are they open? F: The Chinese and Japanese restaurants are open for lunch and dinner. The buffet serves three meals a day. €: One more thing.” Do you have a shuttle bus to the High. Speed Rail?" Additional Words F: Yes. It runs every hour from six a.m. to ten p.m. : Alright. Thank you. © special offer ® High Speed Rall F: You're welcome. If you need more information, please visit our Web site at www.khchotel. com. It's very comprehensive." LACES ©: I've got it." Good-bye. * | see. ve gotit F: Good-bye. # One more thing. 10the time of the year the room type / amenities. the check-in / checkout dates. LSS Useful Expressions Role Play Read the information below. Then practice asking about hotel facilities. ei You're the front desk dlerk at the Royal Hotel, Answer the caller's ‘questions about the hotel You're interested in Staying at this hotel. Find out about the C: Caller F: Front Desk Clerk C: How often does the shuttle bus run /come? facilities. F:ituns /comes every thirty minutes. Royal Hote! C: When does the shuttle start running? Bed eae Ga et: | Business center, gym, , swimming pool, C: What time does the fast shuttle bus leave? ‘itis colirle-testeniahie F The last shuttle bus leaves at midnight. (lounges, cafés, bute...) C: Does the shuttle bus go to the airport and the 5 Airport Shuttle Servi train station? ( Every half an hour, from Fm sory, but itonly goes to the airport. 6:30 a.m. fo 11:00 p.m. Suite: US$250 per night (includes. a daily breakfast and a morning newspaper) "| A Key Vocabulary 1. reservation Lrezo'verfan] 0. (reserve v,) 2. currently [’ko:ranili] adv, 3. available [o'verlabl] adh 4. nonsmoking [nan'smaukin} adj. 5. tax (ticks) n. 6 freeway [‘triswei] 7. exit [eksit] v. 8. block [block] n. 9, miss [mus] v. Ad ional Words © area code 2 * hold on * Are you with me? Visiting Kaohsiung The front desk clerk handles a reservation.’ F; Front Desk Clerk ©: Caller F: KHC Hotel. How can I help you? ; I'm currently’ staying in Taipei, but I'm planning to visit Kaohsiung F: When will you arrive, sir? €: On June 16". Will there be any rooms available?* a Hold on,* please. (After a second) Yes, we still have some. rooms available. : Great! I'd prefer a single room. Nonsmoking,’ please. : Alright, one single, nonsmoking room. : What's the rate for one night? : It's NT$2,700, plus a ten-percent room tax.® That! be fine May | have your name, please? amenranre Tony Liao. And how can | get to your hotel from Kaohsiung Airport? F: Take Bus No. 69. Or you could take a taxi. It takes less than ten minutes. ©: Could you give me your address, please? F: It's One Songho Road, Xiaogang District, Kaohsiung City. The phone number is 806-0505, and the area code’ is 07. ‘¢: What if my friend wants to drive me there? F: Take Freeway’ One and exit’ at Zhongshan Fourth Road. Go along for four blocks® and turn left on Hongping Road. Ate you with me?* ¢: Yes. Then what? a . After three blocks, make a right on Boxue Road. The hotel is one block down Boxue. You can’t miss? it. : OK, I think I've got it. | could e-mail you a map, if you'd like : Thanks, That would be a lot of help. moma : No problem.SR CNN Useful Expressions iN Talking about Room Vacancies Are there any rooms available on June 16"? You can also ask... e * Do you have a room for tonight? * Are there any vacancies? * Do you have any vacancies? * Are there any vacant single rooms? * Do you have a suite available for three nights? You can also answer... . + I'm afraid we're full. «I'm sorry, but we're out of rooms. * It's not too late to reserve a room. * Yes, we have a couple of vacancies. Helping Guests Find the Hotel * Where are you coming from? + What mode of transportation are you taking? * Are you familiar with the city? * You might want to take a taxi * We'll arrange for airport pickup. Give It a Try Examples: +4, suite — want to reserve a suite for April 1. + 32-34 — Are there any rooms available from the second to the fourth of March? Language Center | oF Phone Inquiries Words to Practice 2 uie| S L Months of the Practice making a reservation using the vocabulary from Words to Practice. Year Your Turn: + Friday, 8/12, single + 7/30, nonsmoking room + Arrival date: 11/24 + Three nights, 6/19 ~ 6/21 18I’d Like to Make a Reservation Key Vocabulary 4, book [buk] v. (booking n.) double (abl) ad) confirm [kon’fs:m] v fally [old] adv. . charge [ifa:rds] v 2a enr ‘complimentary % got under way * come with 4 look forward to The front desk clerk takes a call F: Front Desk Clerk: Caller F: Taipei Sheraton. May | help you? ©: | want to book’ a double? room. We'll be in Taipei on January 22”, but I'm not sure how long we'll stay. F: OK. But we can only confirm’ a room for you from the 22 to the 28". After that, we'll be fully* booked. : Fully booked? Why's that? F: The Taipei International Film Festival will be getting under way.” G: What if we want to stay past the 28"? F: I'm afraid we'll be full, But we can always try to find another hotel for you : Thanks. And could you tell me how much you charge® per night? ' NT$2,500 for a double. : Does the room come with* a complimentary’ breakfast? : Yes, a free breakfast buffet is included in the room rate. F: c: F; C: Alright. | want to make a reservation. F: May ask who the booking is for, please? ¢: Mr. and Mrs. Smith. F: And how can we contact’ you? : You can reach me at 0915-860-653. F: OK, We're looking forward to" your visit on January 2 Mrs. Smith. oe “Language Center I'm looking forward to your reply. Taipei Sheraton is looking We look forward to seeing We'll be looking forward t KHC Hotel’s been looking The hotel is looking forwai * You've reached the Taipei Sheraton. How may [help you? * How do you spell Loughery? * How many nights is it for? * What kind of room would you like, ‘smoking or nonsmoking? * What time will you be arriving? * How will you be paying for the room? 4, Talking about Roo h hy i” coh The room rate includes a high-speed Internet connection ‘ m Amenities a complimentary breakfast 7 i Requests: anewspaper : Room facing the garden the use ofthe fitness center i ooemonemmemne Fis free airport pickup forward to your visit. you next week. 1 serving you in the future. forward to having you as our guest. wd to hosting this conference. Read the information below and act out a short dialogue. ‘Guest Nam Cheryl Mitton Phone: 2589-6320 Room Type: Single (NT$3,500 per nigh!) No. of Guests: SSNS sey, One Ny, i Arrival Date: Oct. 5 ss ty Departure Date: | Oct. 8 i oO : | vt Phone Inquiries 1516 10 Track Part A Listen to Conversation A and answer the following questions. 1. What's the cost of a double room at the KHC Hotel? 2. What facilities and services does the caller ask about? 3. When is the Businoss Center open? 4, How often does the shuttle bus run? Part B Listen to Conversation B. Then read the statements below and answer true or false. TD FO Mr Perry is going to stay at the hotel on the 12" of May. TU FU Mr, Perry would prefer a nonsmoking double room. TO FC The suite costs NT$6,000 per night, plus a ten-percent room tax. TC) FLD There is only one room available on May 11°. PRON S TU FL. Mr Peny is traveling alone. ‘Listen to Conversation C and choose the best response to each questioi 41. When will Mr. Abdullah check in? A.On September 8" —B. On June 17" C. On August 25" —_D. On August 21" 2. Who books the room for Mr. Abdullah? A His colleague B, Someone at the IT conference C. Abusiness partner D. Mr. Abdullah's secretary 3, Why is the Taipei Sheraton fully booked? A, There's an IT conference taking place. B.A lot of people from Saudi Arabia are vi C. The complimentary breakfast is popular, _D. It's summertime and people are traveling. 4. What problem is the customer facing? : Listening Practice { ur Phone inquicies ‘A. The hotel is fully booked for late August. __B. They won't give him a complimentary breakfast. CC. The customer has just lost his cell phone. _D. He doesn't have enough to pay for the suite.Drivers, Doormen, and Bellhops Unit Preview ™ Handling airport pickup ™ Receiving guests at the hotel = Carrying guests’ luggage @ Hailing a taxi Before We Start 1. Where should guests wait for pickup at the airport? 2. What are some common things that doormen say to guests? 3. What are some different ways we can say suitcase(s)? 4, Would you like to be a hotel driver? Why or why not? 5. How would you introduce your hometown to a hotel guest? 6. What places would you recommend guests visit while in your hometown?gage tag Tuggage lock ap Claguds] [larg] [laged3] [lak] Tlageds] [strep]= bus [bas] train [irom] - Scooter ['skustate)] - limousine ['In imo) subway [‘sab.wei] ferry [fer] canoe [ka'ni - airplane {cor plein} - helicopter [helikeptar)] riverboat [‘rvo,bout} - gondola [‘saindalo} i Kote) taxi ['uekst] (cab)Key Vocabulary 1 2 3 4 5. sign [sain] n. flight [flaiG} ride (raid n. View {yu} 7 . spectacular [spektekjalo(n] ad) 6. bellhop [*bel,hap] 1. (bellboy) 7. tip {up} n. Additional Words * baggage claim area places of interest be all set point out Mr. Hopkins comes out of the baggage claim area." He sees a man holding a Hull Arms Hotel sign." G: Guest D: Driver : Hi, 'm Dan Hopkins. | have a reservation at the Hull Arms. Hotel, D: Good afternoon, Mr. Hopkins. My name is Christian. I'll be driving you to the hotel. : Great. Allow me to carry your bags, Mr. Hopkins. : Oh, thank you. It's been a long flight.” sas0 This way, please. The car is right over there. G: Good. (Moments later) D: I'l put your bags in the back, and then we'll be ready. (Getting into the car) D: We're all set* to go, Mr. Hopkins. It'll be about a 20-minute ride? to the hotel. Have you visited Taipei before? : No, this is my first visit as we go. : That would be nice. G: D: If you like, | could point out* some places of inte GS D: : On your right is Taipei 101. It’s one of the tallest buildings in the world. If you have some time, you might want to g up to the top. The view’ from up there is spectacular,” especially at night. (Arriving at the hotel) B: Well, | hope you enjoyed the ride, Mr. Hopkins. A bellhop® will help you with your bags. G: Thank you. (Handing Christian a tipy’ B: Thank you, Mr. Hopkins.*T'll be driving you around today. * The driver will be waiting for you outside. © We will be stopping at the train station. * You will be passing Shilin Night Market, one of Taipei's busiest markets. Note: In American English, 5. + will + V./'S, + be going to + ¥, is use 0 say that someone is about to do something, "If you like, I could plan a tour for you. Ifyou like, you could take a seven a.m. shuttle bus. *T could give you a brief introduction to the city if you like. "We can arrange airport pickup for you if you like. / Note: Sometimes can is used instead of could in If you like, 8. could V. "If you have time, you might want to take a day trip to Keelung. "If you have time, you might want to go on a bus tour of the city. * If you have time, you might want to visit Anping Fort. = If you have time, you might want to check out Lotus Lake. Role Pla tourist attraction: Mt Yangming Danshui Taroko Gorge Green Island Places of Interest ____ Language Center _| v2 drivers, Doormen, and Bellhops Useful Expressions + The house is more than 100 years 2 old. LS * The building up ahead is 85 stories high. * Ifyou love seafood, don't miss Qin, * Kenting is famous for its beautiful beaches, * You can try some local snacks at Luho Night Market, * Urban Spotlight is pretty close to ou CG a Wiscancitl * Excuse me, are you Mr. Hopkins? * Let me get the door for you. * Are you ready to go? * How was your fight? * Let's put your bags on a baggage cart. ‘Student A is a hotel clerk. Student B is a guest. Take tums asking and answering questions about ‘Must-Sees / Must-Dos Beautiful night viow, flowers Bike tours, Fort Santo Domingo, Fisherman's Wharf Mountains, hiking Scuba diving, museums, beaches a22 SCENE II Key Vocabulary 1 trunk [trayk] 1. 2, doorman ['do:t, mien) n. 2 eenoaes assist [o'sist] v, (assistance 0.) . Careful ’kerfal] adj fragile [ fedsol] ad), item [aitom| n, valet ['yeler] / [velit] gesture [‘dsostfatr)] v piece [piss] n. 10. luggage [‘lagiels| n. (baggage) Additional Words baggage cart Phrases check in take care of kind of ina minute a The Bags Are in the Trunk A guest drives up to the front door of the hotel ©: Doorman? G: Guest 8: Bellhop D: Good evening. Welcome to the Hull Arms Hotel, sir. How may assist’ you? : I'm checking in.” Here are the keys to my car. D: Do you have any bags in the trunk? &: Yes, three. D: Very well. The bellhop will take them in to the Front Desk &: Alright. Can you ask him to be careful* with them? | have several fragile® items® inside one of them. 8: (Coming over) Of course, sir. I'l take good care of* them. D: Sir, I'm also going to get the valet” to park your car in the garage. G: Do | have to pay for parking? D: No, parking is complimentary for our guests, (Gesturing)® The Front Desk is right over there, sir. : Yeah, | see it. (The belihop brings the guest's bags to the Front Desk.) B: | could only find two pieces? of luggage" in your trunk, sir. : Oh, sorry, There's also a suit bag on the back seat. That one’s kind of important. B: Very well, I'll put these bags on a baggage cart.” And Il go back and get the suit bag while you're checking in. G: Sorry about that. B: No, not at all. I'll be back in a minute.”Language Center [_e2 Drivers, Doormen, and Bellhops * We have a babysitter to take care of your son, » We can take care of your car, sit. "The bellboy will take care of your luggage. "Customer Service needs to take care of complaints, Just put your clothes in the laundry bag. We'll take care of them. eS Sa * While you're filling out the form, I'll prepare your key card. Note: while can also be wsed atthe While t was eating breakfast’ the mald cleaned my room: raion, stra toistednt TASS Aiba Whale | wae Reahing Wy IIE ‘ jnformation which contrasts with : aaa ae the information in the main dause * The valet will park your cay while you're checking in. @ sede toe abla food * Please hold while we connect your call, while he'd prefer japanese Words to Practice Role Play 5. B ‘A guest has lost her luggage. Look at the form below and practice asking and answering questions. Talking aboug Lnggage Gicoli(Colod/Ehapeyiwcigne Example 1: Front Desk Clerk: How many pieces of y luggage have you Tost? : inroblems) Z Guest: One suitcase. @ : yaad ji 2X damaged Example 2: een Front Desk Glerk: Do you know the welght 4 f 4 of your bag? 2 Guest: Ihave no idea, 2Key Vocabulary 1. lobby ['la:br] n, 2: storage [’stoxuds] n. (store v) 3, stuiggest [so'dsest] v. (Suggestion n.) 4, depart [dr post] 6. hall (heil] v. 6. destination [desta*nerfon] n, Additional Words claim tag * taxi stand (aes * look after * ina hurry * fine up * in luck Crreo.s eel atITE Y Time to Leave SCENE Il Aqguest brings her bags to the lobby." B: Bellhop G: Guest 8: How may | help you, ma‘am? G: Yes. I'm going to take the shuttle to the airport. B: The 4:20 p.m. shutile? G: Yes. B: OK. Would you like me to look after* your bags until the shuttle arrives? G: Yes, that's very kind of you. 8: It's my pleasure, ma’am. Let me take them over to the storage” area for you. I'll be right back with a claim tag.” G: Great, (After a moment) 8: Here's your claim tag, ma'am. | suggest? you pick them up about ten minutes before the shuttle departs.* G: Alright. Thank you. SCENE IV Aqguest asks the doorman about getting a taxi, D: Doorman G: Guest D: Good evening, madam. G: Good evening. I'd like to get a cab. Would you be able to hail? ‘one for me? D: There's no need for that, ma'am. We have a taxi stand” right outside, G: But I'm ina hurry." D: There are several taxis lined up” in front of the hotel. G: Well, then I'm in luck.* D: May | ask your destination?® | don't think the driver can speak English ; | want to go to the Longshan Temple. D: Of course. Please follow me, madam. G: Thank you.Language Center | % Drivers, Doommen, and Bellhops Useful Expressions ee AE Wesny Tellin 2 7 7 ) Young? Doorman "The shuttle bus won't leave until eight. 4, Cour Destination * We can only hold your reservation until ‘yg tomorrow. # "The coupon is valid until June. = {want to take the MRT. "Keep your key card until you check out. » Fd like to go to Cily Hall, "Could you wait until the front desk clerk + We'te going tothe Love River. comes back, please? ft ‘ + Is there a movie theater nearby? + How far is the Tunghai Luce Church from hore? NMA, Re Getting a Taxi for a Guest ot 23 ', yA gah WGT hg *T suggest you visit the museum, » The hotel has a taxi stand over there. * They suggest I go there by train, + Ill get (hail / call a taxi for you. * Which restaurant do you recommend we + Let me flag down a cab eat at? for you. + Your taxi should be arriving (at) any moment * We strongly recommend you make a reservation before you arrive. Note: After suggest / recommend, we can use OM either a Veing ora noun, + The taxi ride will tke about 30 minutes: Who’s the Speaker? @ Read the statements below. Then decide if the speaker is the guest (G), hotel doorman (H), or taxi driver (T). ____ 1. Let me hail a cab for you. ___ 2. Should | turn left atthe traffic ght? ____ 3. The hotel has a taxi stand, Please line up. ___. 4. Let me get the door for you. ___. 5: I'd like to go to the Tuntex Sky Tower. guest hotel doorman taxi driver 258) Track 10 Listening Practice | vs 0.ves, viomen, ond Part A Listen to Conversation A and answer the following questions. 1, What does Mr. Mennon say about his bags? 2. Where does the driver put Mr. Mennon's bags? 3. Which place does the driver recommend Mr. Mennon visit? 4. How long does it usually take to get from the airport to the hotel? Part B Listen to Conversation B. Then read the statements below and answer true or false. TC FO This is Mr. King's first time staying in the hotel. TL FO Mr, King has two pieces of baggage. TO) FO Mr. King will carry his baggage in from the car, TQ) FQ _ The hotel offers complimentary parking service to every quest. TO FO ‘There is a notebook computer in the briefcase. 2 REN a 1, Where did Mr. Diep leave his luggage? A. On the shuttle bus B. On the street, near the shuttle bus C. In his room D. In the storage area __ 2. What does the front desk clerk ask for? ‘A. The claim tag B.Atip C. Two Samsonite hard suitcases D. The time 3. Who will put the suitcases on the shuttle bus? A. Mr Diep B. The front desk clerk C. The shuttle bus driver D.Abellhop ____ 4. When does the next bus leave? A230 8B. 1:30 C. 2:00 D.2:15made Xoo) O18 C0) 1 Unit Preview @ Helping guests check in ® Providing safe-deposit boxes = Handling messages Before We Start 1. What skills should a front desk clerk have? 2. What are the responsibilities of a front desk clerk? 3. In what situations will a hotel usually give a discount? 4, What should the front desk clerk say when he / she answers the phone? 5. What are some problems that front desk clerks have to solve? 6. What can front desk clerks do if they're too busy to take a reservation? 7. How should front desk clerks welcome incoming guests?Out dive 24" ens threo ‘SGC (pet ABF) $801 (ox od 1120 Lesli Stat, Toronto, nt, KC 288, Cane Bi0-5058 oto:[vs tecepton 1. cash (kee) 2. jewelry ['dsu:olri] 3. diamonds ['daiomond] 4. crystal [‘kristl] 5. rare coins [rer] {koinz) 6, cameras Pkaemorsn) 7. antique [en 8. important document {im'posrtnt] [darkjomont) 9. gold gould) 10, traveler's checks Ptrevlotnz] [tfeks) 11, passport [' 4) 12. credit cards [’kredht] [kusrdz)Cees —— Checking In Ms. Woods comes up to the Front Desk of the Chelsea Hotel. R: Receptionist’ G: Guest R: Good aftemoon, ma‘am. Checking in? &: Yes. Am | too early? R: No, not at all. Do you have a reservation? G: Of course. It's under the name of Anne Woods. Key Vocabulary ; R: Ms. Woods. Let me see. Here itis. You booked a single room 4. receptionist and are going to stay for three nights, aren't you? Lit fenfontet| G: Yes, that's right, from August 1" to August 4”. 2, registration Lxedgrstrerfon) R: Would you please fil out” this registration’ card? And I'l need 3. certainly ['ss:tonti] your passport too. BO. G: Certainly.® Here you are. 4, patience [‘perfans} n, R: Thank you for your patience.‘ Your room number is 801. Here's 6. your key card. The bellhop will help you with your luggage liscount ['diskaunt] n. G: Thank you. By the wat down here on busines: get a discount.* my company plans to send people in the future. I'd like to know if we can 8. probably {'pra:bobli) ae 8 Long-staying® or frequent guosts can get a special rate. It can Smee ange from 10 percent to 30 percent, depending on terms G: I see. : Pl get our manager to call you. She'll probabl a time to explain the details. 5 Alright. Thanks a lot. AEE) No problem. Enjoy your stay, fi out by the way on business set upLanguage Center [ us Reception Examples: * He likes it, doesn’t he? 1. The room has a good view, e i) 2. The weather is nice, We are not late, are we? 3. This isn’t your cell phone, ca @ 4, You will be paying by credit card, 5. You didn’t book a room for the second of fune, ? 6. You haven't stayed with us before, ? Who's the Speaker? Read the statements below. Then decide if the speaker is the guest (G) or the front desk clerk (F). _] 1. Here is your breakfast “== coupon. 4 phone? 4 +Are you only travoing wih ane suitcase? * How would you like to pay for your room? | 2 Where is the elevator? | 3.'d prefer a nonsmoking me foom. | 4. We accept major credit + cards. : 5, Breakfast is served from seven to ten. } 8. Do I ilin my home * Does your hotel offer room service? $ address? * Can | change my room type from a single to.a double? | 7. Lhope you enjoy your * Please reserve me a table for two at 7:00 L = 2 stay with us. pm. * What time do we have to check out by? 18 Room 1250 on the 12° Noor? st Z Neacooatrnssccooogsel an_Put Your Valuables in the Safe_ A guest calls the Front Desk, asking about the hotel safe. R: Receptionist 6: Guest R: Front Desk. What can | do for you today, Mr. Stopps? : Well, my wife is traveling with a lot of jewelry. And to tell you the truth,* we don't fee! secure® leaving it in the room because there isn’t an in-room safe, Key Vocabulary R: | can understand that-Would you like to use the hotel safe? S : That would probably be a good idea. 1. valuables [‘vacljuablz} 1. (valuable adj.) R: Thon could you please bring your valuables to the Front Desk? 2. sate [seif] n, G: The Front Desk? Doesn't your hotel have a safe we could use 3, secure [si'kjur) ad). by request?" 4 assure [aor] R: I'm sorry, but we don't, sir. However, let me assure’ you that 5. fireproof ['fator prusf] there’s nothing to worry about. Our safe is not only fireproof, add but also guarded® 24/7." 6 guard [gerd] v @: Alright, that sounds fine. Do | have to prepare anything? 7. form [form] n. R: No, you don’t. But we'll need you to fill out some forms,” 8 itemized ['aito,m including an itemized’ list of your valuables, adj (itemize v,) &: OK, that seems pretty easy. I'll be right down. R: I'll see you in a few minutes. | hope this can help to put your mind at ease,* Mr. Stopps. i : Oh, it helps.a lot. Thank you. Additional Words © 24/7 (24 hours a day, seven days a week) | to tell (you) the truth | by request * put one's mind at ease 92"The bellhop is not only nice, but also very helpful, * We provide not only standard rooms, but also luxurious suites. *He not only checked in late, but also forgot his reservation number, «The computer store is open not only during weekdays, but also on weekends. Note: After not only and but also we must use words of the same part of speech, * The guest will be arriving in an hour. * The meeting will start in a second. "Pll call you back in a few minutes. * Your package will arrive in a day's time. “The bellhop will bring the bags up to your room in ten minutes. Note: This phrase is offen used with future tenses. Useful Expressions Role Play fé Read the following. Practice asking and Assuring Your Guests answering questions about the goods on the list. | hope this can help to ease. ‘your mind/ set your mind ¢ co ‘An Itemized List of Valuables: » jollars in * Weill be Ussa,000 a! cash i Revie uo Pia Semone tina : fe inder contr Soot | owes : ; > Us82,000 dolars worth of S co = P34 traveler's checks * [assure you that yourthings | “will be perfectly safe / secure, * There is absolutely nothing to} / ~ be concerned about. > a dozen rare coins 7 » a gold pocket watch 7 >» two passports Example: Do you have any jowelry? ‘ve got a diamond ring, 33Key Vocabulary 4. message [’mesids] n, 2. necessary ['neso sari) a. 3, reschedule [n'skedsoll v, 4. attend [o'tend] v, 5. retrieve (r'tr lve 6. flashing ["flefin] adj. 7 recelvor [ris 8. dial [‘daial] v, o(r)] n. 9. access ['wkses] v. Additional Words * cocktail party ® Voice mail © secuity code u % get back to You've Got Messages Mr. Smith checks his messages. : Guest &: Receptionist : This is Eric Smith, in Room 105. Are there messages for me? 8: Could you hold while | check, please? (A moment later) A fax came in for you this aftemoon. Do you want me to bring it up? G: No, that’s not necessary.” I'll pick it up on my way out to dinner. : Alright, and your secretary left a message earlier today. Your meeting with Mr. Brown tomorrow has been rescheduled.* She'll get back to” you with the details. @: Mr, Brown? OK, thanks. R: Mr. Donald also called. He wants to invite you to a cocktail party’ at his place. Please let him know if you'll attend." : I will. While I've got you on the line, could you tell me how to retrieve’ my voice mail?* R: Sure. If you see a flashing® red light on your phone, pick up the receiver’ and dial? three. Would you like to set a security code" so that nobody else in your room can access? your calls? : No, that’s OK. I'm staying by myself, R: Very well. I'll see you on your way out to dinner.‘m just on my way out. «The guest is on his way to the airport “ We're on our way to the restaurant. "The bus is on its way here. "Can you stop and pick up some luggage tags on your way over? "have to go online so that I can check my e-mail. # You need to book early so that we can get a room. "Please give us your reservation number so that we can check our records. * We want to Sit by the window so that we can enjoy the view. * We want to park here so that we can see our car. : Role Play Guest Nome Guest Room. Caller Name Caller Phone /Fax Caller E-mail Message. iC Read the message below. Practice taking and leavinga message, __ Language Center { va Reception as Would you lke to leave a > message? 5 ___B: Yes, please tol him that Bruce called BE What room is your friend staying in? |B: ts Me Mlle, Room 106, TS ea ‘A: Can you please repeal that? ure, once again, my number is 8662-6914. Mr, Nelson #307 Lily Yang ‘Yel: 8887-2630 Fax: 8887-2600 lily_yang@thortech.com Dropped by te see you, but you were out Will be back at 7:00 pm. If you need anything, call me. 35Track 15 Listening Practice 4 Reception Part A Listen to Conversation A and answer the following questions. 1. What kind of room do Mr. and Mrs. Reynolds book? 2. How do they make their room reservation? 3. How ong will they stay at the hotel? 4. Which method of payment do they choose? ation B and choose the best response to each questio 1. Why:does the guest want to use a safe? A. He's traveling with a jot of money. B. His wife has brought a lot of jewelry. C. He doesn't want to carry his passport. D. Safe-deposit services are free of charge. 2. Where does the guest decide to leave his valuables? A. Inthe in-room safe B. In his suitcase CG. With the Front Desk. Under the bed 3. What does the guest have to do before he can use the safe-deposit services? A. Pay a $24 deposit B. List all his valuables C. Get a combination lock D. Show his passport 4, When will the guest go down to the Front Desk? A.In 24 hours B.Atsevon o'clock C. Very soon D. He doesn't say. Part C Listen to Conversation C. Then read the statements below and answer true or false. TL FC) Mrs. Smith left her husband a message with the Front Desk TC FL1_ Mr, Smith's son’s baseball game was postponed until Wednesday, July 20". TC FC Afiashing red light on the phone means there is voice mail TC) FC) Mr, Smith needs to dial 668 if he wanis to delete his messages. TC FO Mr Dent wants to meet Mr. Smith by the end of the week 2 ReNnsUnit Preview = Talking about electric appliances @ Introducing the bathroom = Showing other amenities Before We Start 1. Name as many hotel room amenities as you can. 2. Would you like to be a hotel clerk responsible for introducing hotel amenities? Why or why not? 3. What amenities are important to you when you stay in a hotel? 4, Have you ever bought drinks from a minibar? 5, What's the difference between a room and a suite? 6. What are some questions a guest might have about a bathroom? 7. What are some things you might have to remind a foreign guest about? 7we Hotel Accommodation : Room Types = — Se wheelchair accessibl wiltfeor| [ak’sesabl] 8Room Ame 1. closet [Klavzit] eso(r)] 3. nightstand [att stiend] (night table) 4. TV armoire [lis vie] 5, wide-screen satel 2. dresser [dr erm’ waer] TV [wvardskrisn [sito laut] [tie vie} 6. remote control [r'mout] [kon'troul] 7. bedside console [bed said] ["kansool] | 8 pay-per-view movie [‘perpo(t)'vjur] [unu:vt] 9. direct dial telephone [d'rekt] ['datal] [telo,f00n] 10. safe [sexf] - V1. electric razor outlet [lektrsk] [rerz9(0)] [ant let] 1) 13, Internet access [‘into,net| [wkses} 12. air-conditioning [erkan’d 14, minibar [mimibe:r] 15. coffeemaker ‘ko: kot] 16. electric pump pot [r'lektrik] {pamp] [peet] 12, bathtub ('b0,tb]Cra ee al = Let Me Show You Around Abellhop approaches’ a guest after he checks in. B: Bellhop G: Guest B: Good afternoon, Mr. Chen. Welcome to the Lotus Hotel. Is this your baggage? : Yes, that’s my stuff.” Certainly, please follow me. 1'll take you to your room now. : Thank you. Bana My name is Jacky. It's my pleasure’ to serve you. If you have Key Vocabulary any questions, please feel free to ask. (The elevator! stops.) After you, Mr. Chen. approach [o'proutf] stuff [staf] n. f G: Thank you 3, pleasure ['ple3o(r)] 0. 4 B; (In tho hallway)? This way, please. Here's your room, 1246. (Jacky opens the door.) Where should | put your baggage, elevator [cla,verta(r)] n. Mr. Chen? i S: hallway [leew G; Just put it on the bed. | 6. enable [in'cibl] v. F ah i enable (st exh) B: Certainly, Mr. Chen. May | introduce the guest room facilities i 7 hanger [hiego(] n a i 8. Housekeeping Sayan i [haus kispan] a, . / (housekeeper) B: The minibar is right over there, beside the TV. The remote i 9. brochure [brov'jur) n. control is on the TV. The bedside console enables® you to | 10, complete control the radio and the lights. There is an electric razor outlet [kam plit} ag). in the bathroom, if you need it. 1 appreciate G: (Looks in the closet) Is there any way I can get some more hangers?” B: Of course. Just dial 11 for Housekeeping.* G: Dial 11? OK, I've got it. : And there is a hotel brochure”. on the dresser. It includes a complete" list of services and” phone numbers. : Thank you for the information. J appreciate" it. B: You are welcome, Mr. Chen 40"It’s my pleasure to assist you "I's my honor to be of service to you. # I's an honor to meet you. * 1's our hotel’s honor to host this conference, "It would be our honor to have you stay at the KHC Hotel ©The brochure enables tourists to learn more about Kaohsiung City. «The bedside console enables you to control the lights from your bed. ™ A microphone will enable you to be heard. * The direct dial telephone enables guests to make outside calls. Role Play Practice asking and answering questions about hotel room amenities, RGD Words to Practice Examples: “A: Do you have both a bathtub and a shower in the bathroom? B: Yes, we do. Our bathrooms are quite spacious too. A Is there satellite TV in the room? B: Yes. Guests can choose from over 80 channels. A: Does the room include a phone that has direct dialing? I'm afraid not, But if you call the Switchboard, an ‘operator will be happy to assist you. 4“ LCos ictal Key Vocabulary 4 luxurious {lae'sortos) ac. 2. briefly (bri: fi] adv. 3. equip ["kwip] v. (equipment n.) 4. all-weather [ol Wweda(r)} ag 5. operator Pospa,resta(n)} 6. private ['prarvit} ad) 7. sprinkle [sprink!] v 8, automatically [pifo’mectikli] ad. 9. mattress [‘mectris] n. 10. comforter [kamfota(r)] n. 11. sheet [fist] n. 12. bedding ['bedin] n. Additional Words © clgarette-detecting device » 400-thread-count * run over * all the time 2 Luxurious Beds The bellhop introduces in-room facilities to a guest. G: Guest _B; Bellhop &: Could you briefly? run over" the facilities in the room? 8: Certainly, Ms. Wu. This room is equipped? with high-speed Internet access, an all-weather’ temperature control system, a 29-inch wide-screen TV, and a voice message system G: Do you have direct dial service? | have to make a lot of calls, so | don’t want to bother the operator’ ail the time.” B: Yes, there's an intemational direct dial telephone in your room. We'll also give you a private® phone number. : Good, (Looking up) What's that on the ceiling? B: It's a cigarette-cetecting device.” We have one in every nonsmoking room. G: A cigarette-detecting device? How does it work? B: It will sprinkle” water automatically’ when it detects smoke and heat. G: OK, | see. There must be something special about this bed. It looks luxurious. B: itis indeed. We give our guests only the best-quality mattresses* and comforters."® We also use 400-thread-count’ sheets."" G: The bedding" sounds comfortable. | can't wait to go to sleep. B: | hope you enjoy your stay at our hotel, Ms. Wu. G: 'm sure | will._ Language Center __| vs Amenities Sentence Patterns | "We want to stay somewhere nice this weekend. * Let's have something light for dinner I need someone to help me with my bags. # There's nothing to do here. I'm so bored! "The bed looks very comfortable. "The buffet restaurant sounds great. " Does the mattress feel soft or firm? "It tastes like chicken, “This hotel looks like a castle. Wee” * Each room is equipped with Intemet serv + The room comes with a coffeemaker. * We provide several movie channels, like HBO, Cinemax, and so on. * There is extra bedding in the closet. * An electronic safe is standard in all rooms. * We don't have central air-conditioning. tt runs on a remote control. Work with a partner. Act out the following situation. Then perform for the class. You're the front desk clerk. All of the wheelchair accessible Fooms are already booked. You want te book a wheelchair a accessible room. a(Tos C014] a A Room with a View The bellhop shows Mr. Shaw around his room. G: Guest B: Bellhop : Could you tell me more about the facilities in this room? 8: Certainly, Mr. Shaw. The executive suite comes with state-of- the-art! business equipment, including a fax machine and a color laser printer.” Key Vocabulary G: Am | able to videoconference’ through this room? 4 dasakincad B: Yes. A screen, projector," whiteboard, and other audiovisuaP PetelovBitert| ad equipment can be provided if you need them. We also have conference rooms. | can book one for you. 2. videoconference Lvidioo'ka:ntorons] v—_-G: That sounds good. Look at this view. I can see the river from 3. audiovisual here! Lordiou'vigual] ad B: Yes, the view from the room is particularly‘ good. 4. particularly forukjotor) ade G: Oh, is there a full bathroom? 5. separate ['eprit] agi. ——_B: | was Just going to mention that. The bathroom has both a 6. enclosed separate® bathtub and an enclosed® shower area. [m’'klowza] ao). 7. stock [sto:k] v G: Is that a wet bar’ over there? B: Yes, itis. It's fully stocked’ too. (Mr. Shaw sits down.) You're sitting on a sofa sleeper,” Mr. Shaw. It pulls out. ee G: Everything's perfect! Thank you. Additional Words Z B: It's my pleasure. Let me know if you need anything. * laser printer © projector © wet bar * sofa sleeper “4Language Center [oF Amenities Words to Practice Talking about Room "Am L able to make outside calls from my Preferences room? "You'll be able to use the equipment in our Business Center. * My husband isn’t able to walk up the stairs. a i i i i * standard "I can’t figure out how to use the remote * smoking / nonsmoking control. * ground floor / higher floor * king-sized bed / queen-sized bed | * Our rooms have both ADSL and Wi-Fi Soule edit tro twin beds * Our hotel provides complimentary « not facing the street or parking lot newspapers in both English and Chinese. * The shuttle bus will both pick you up and * city ocean / garden J harbor view drop you off. : «The hotel restaurant serves both Eastern, =,” near the elevator and Western food. " We have rooms that face both the ocean and the forest. _* full bathroom (separate bath and shower) © adjoining rooms * extra towels / pillows / blankets / comforters + early /Iate check-in "no preference NY Hotel, Honeymoon S (Room | Nonsmoking | pod ype Kegeazed | | Balcony view / whirlpool tub / Special Reaests orga dinner | higher tloor1) Track 20 Listening Practice U4 Amenities Part A Listen to Conversation A and answer the following questions, 1. What is the guest's room number? 2. Where does the bellhop put the guest's baggage? 3. What does the bedside console do? 4, How can the guest contact the Front Desk if he needs anything? "Listen to Conversation B and choose the best response to each question. 1, What does the room NOT include? A. Air-conditioning B. Satellite TV C.Intemet access D. Amicrowave 2. Where should the guest put her money and valuables? A. in the safe B. In the closet C. At the Front Desk D. Next to the console 3, What should the guest do if she wants to make phone calls? A. Ask an operator to help her B. Use the direct dial telephones ©. Dial 0 first for outside calls D. Use the computer in her room 4. What will happen if the guest smokes in her room? A. The air conditioner will be turned off. B. She will be moved to a smoking room. C. The cigarette-detecting device will go off. D. The room temperature will soon go up. Part C ‘ Listen to Conversation C. Then read the statements below and answer true or false, TO FQ. The hotel provides in-room videoconferencing service. TO FQ. The guest's room has a computer connection. TO FC Mr, Hall is checking into a business suite. TC) FC There is a standard sofa bed in Mr. Hall's room. TO) FO. Mr. Hall can make himself a drink at the wet bar. no ga ewUnit Preview ® Handling hotel housekeeping = Dealing with hotel laundry 8 Offering bellhop service 8 Handling the switchboard ™ Working at the Front Desk Before We Start 1. What are some requests a guest might make to a housekeeper? 2. Why might a maintenance worker be called to a guest’s room? 3. Who would you call if you wanted to extend your stay at the hotel? 4. What are some things that you would send to the Laundry Department at a hotel? 5. Do you normally tip the bellhop? If so, how much? 6. What do switchboard operators say when they answer calls?«hanger [hieya(s)] . clothes brush [ktouz] [brag] dental floss [‘dent!] [flo:s] sewing kit [sou] flat] 5. comb [koum] qT 2, 3, 4 3, 6. hair dryer [her} [‘draia(r)] (blow-dryer) 7. slippers ['slipaz| 8. iron ['aroen} 9. ironing board [‘ararnin} [ba:rd] 0. comforter [kamforto(e)] 13. 14, 15. 16. 17. 18. - blanket [blenkst) 12, pillow [‘prlou] bathrobe ['ba0,roub] toilet paper ["orlit] ’perpotr)) razor ['rerz0(r)] towels ["avolz] toothpaste ("1:0 persi] soap [soup]sweater [sweta(t)} peacoat |"pi:,kout} dress pants [dres] [pents] ekit] leather shoes ["leda(e}}[fu:7] suit jacket (sust] [4 blouse [blavz] skirt (skait] . vest [vest] . scarf [skarf] (silk scarf) « tie [tar] [ ts requests for Services slacks [slwks] gloves [slavz] evening gown isvauy) [gan]Key Vocabulary 1. extra ['ekstra] ag) 2. tube [tju:b] n. 3. inconvenience [Lankan 'vismans] 1, 4. deliver [dr'livatr)] v, (delivery n.) 5. suite (swist] n. 6, satisfactory [swetis ferktoei] adj: 7. arrange |2'ecinds] v. (arrangement a.) Additional Words © wake-up call Getting Assistance SCENE | A guest calls Housekeeping to make a request. H: Housekeeper 6: Guest H: Good moming. Housekeeping. This is Sally. How may | help you, Ms. Weeks? G: Well, I'd like to have an extra’ pillow. Could you also bring me a tube’ of toothpaste and more clean towels? H: Certainly. 6: And the toilet paper is running out.” H: I'll have someone bring up those things right away. Is there anything else we can do for you? G: No, that’s everything. Sorry ifit's an inconvenience. H: It's no inconvenience at all G: OK, thank you H: You're welcome. Good-bye, Ms. Weeks. SCENE II A guest calls the Front Desk to request a wake-up call.’ F: Front Desk Clerk 6: Guest F: Good morning. Front Desk. How may | assist you? G: This is Mr. Pullman in Room 1110. Could | have another fruit basket sent to my room tonight? F: Of course, Mr. Pullman. We'll deliver* one to your suite® before 7:00 p.m, Would that be satisfactory?® G: That sounds good. And I'd like to get a wake-up call tomorrow morning at half past six, please. F: Certainly, Mr. Pullman, Is there anything else | can do for you? G: No, thank you, \ F: Ill arrange’ for your 6:30 a.m. wake-up call, Have a nice evening. G: You too.Language Center [squats for Services Sentence Patterns RR VB i "T'll have someone bring up some towels. "Tl have Mr, Green give you a call when he gets in. __ = The hotel will have a driver pick you up tomorrow. "Ms, Aimes is going to have the waiter put pepper on her salad. Notes: 1. similar structure is S. + will /is going to + get sb + to V. 2. be going to have can be replaced by be having as well. The Present Continuous tense is used to express the future *1'll have your bed sheets changed right away. "The maid will have your bed made up in a couple of minutes. *Pl have your breakfast delivered before 7:30 a.m. * We're having all of the carpets cleaned today. sits six fittec a | mls a quarter after/past si It's 6:30. It's six tidy. = Its half past six. It's 6:45. = It's six forty-five, It's a quarter to seven. Its 6:50. W's six fit. = It's ten to seven,Tome eS TT IN) Key Vocabulary 1. Laundry Department Plondr] [dr'partmant] n, 2, straight [sircit] adv. 3. return (rr'tsn} v 4. remind [rr'maind] v, 6. via ['vata] prop. 6. computerized [kom’pjusto carr] adj, 7. upstairs [,ap'sterz] adv, * as soon as possible » first thing ® chock out That Won't Bea Problem _ SCENE th Aguest calls the Laundry Department.* L: Laundry Worker 6: Guest L: Good moming. You've reached the Laundry Department, How may | help you? G: Hello. It's Ms. Janson in Room 855. | have a ‘suit jacket and some slacks that need dry-cleaning as soon as possible." I'd prefer not to leave them in a laundry bag outside my room door. 4: | understand, Ms. Janson. I'll send someone straight? over to pick them up. G: That would be great. Do you think they'll be ready by tonight? Ill be attending an important business meeting first thing tomorrow. L: Yes, | think so. It’s still early. If we get things before ten a.m., the guests can have their laundry retumed® by eight p:m. the same day. 6: Wonderful. Thanks again. L: It's my pleasure, Ms. Janson. SCENE IV A guest gets prepared to check out." G: Guest F: Front Desk Clerk : Hello. This is Mr. Macon. | forget my room number though. F: Oh, you're in Room 4114, Mr. Macon. &: Room 4114. I've got it. Anyway, I'm going to take the 11:30 shuttle bus to the airport, and I'd like someone to help me with my bags at about 11:00. F: Of course, Mr. Macon. G: Remind! him to bring a cart. I've got a lot of stuff. F: Certainly, | will. By the way, are you going to check out vi our computerized? system, or are you going to check out at the Front Desk? : Through your computerized TV system. F: Very well, Mr. Macon. Someone will be upstairs’ to help you with your luggage at 11:00. @ Thank you.® Mr. Macon in Room 4114 needs more "The room needed deaning. clean towels, * The pants need ironing. * We need your reservation number, please, * I need to get a taxi to the airport. "The phone wil] need to be fixed. * The package needs to be delivered by * Sorry, but you will need to wait for noon. another fifteen minutes. "The room needs to be aired out. Words to Express Satisfaction Role Play H: Our French restaurant is very popular. G: Fantastic/Lovely! | love French food. ¥ Noise coming from next ‘door ¥ Late delivery of laundry ¥ Having your ring stolen ¥ Having trouble using the safe H: Was the service at our hotel satisfactory? G: Satisfactory? No, iwas outstanding/ & G: May | ask how | can awesome! get to your hotel? H: Ill send you a map. G: Excellent/ Super Example: Guest: The people next door are very noisy. Can | change rooms? Hotel Olerk: Sure. I'l move you to a quieter one. 5sie Key Vocabulary 1. Switchboard Path boedy 2. complicated [kaamplskertid] adj. 3. extend [ik'stend] v 4, standard [stendord] adj, 5. deluxe [dlr'laks] adj. 6. mind [maind] v. Additional Words + dial tone * country code * collect call * put through It’s My Pleasure to Help _ SCENE V Aguest asks questions about making a phone call. 0: Operator G: Guest ©: Good morning. Switchboard.' How may | assist you? : Hello. I'd like to make an international call. How do | make an outside call? ©: Just dial nine for a dial tone.” Then dial the country code," area code, and finally the number you'd like to call 2 Gosh, that sounds really complicated. 2 : | suggest that you call the English operator. It’s 106. Don't forget to dial nine first. Huh? I'm really confused now. : I'll put you through’ to the English operator, sir. | think so. Just ask the operator to help you. OK, | will, Thanks. 6: °. G: Thanks. Will | be able to make a collect call?" o: G: ©: It’s my pleasure, sir. SCENE VI Aqguest calls the Front Desk to extend? his stay. G: Guest F: Front Desk Clerk G: Hi, | was wondering if it would be possible to extend my stay by two nights. F: Let me check, Mr. Walkers. Oh, it looks like all of our standard’ singles are taken tomorrow. G: What about other types of singles? F: Mr. Walkers, there is a deluxe’ single available. But we can only give it to you for one night. : That would be fine. How much do you charge for it? F: It's NT$4,688 per night, Mr, Walkers. G: OK. And would you mind? getting me a room at another hotel after that? F; Not at all, Just let us know when you'd like to change rooms tomorrow morning. We'll send a bellboy up to help you out. G: Great,«Would you mind repeating that? * Would you mind staying on a smoking floor? =I don’t mind changing rooms. *Do you mind us giving you a room facing the street? *Do you mind the housekeeper coming in to make up the room? | SIH put you through to Room 119. | *Piease hold on. til try to connect you i i + Just a moment, please. I'll transfer your call now. t L * How do you spell your friend's last name/sumame? *1'm sorry, but | don't understand, Do you speak English? *'m afraid nobody's answering the phone. Pretend you're the operator, Practice responding to the folowing requests and direct the calls te "the right departments. - Request: Department ¥ | want a Continental breakfast for two. Front Desk ¥ My wife's dress needs dry-cleaning, \ Room Service ¥ My tollet won't flush. Housekeeping ¥ I'd like to make a room reservation, bs Laundry ¥ Could you send someone to make up my room? MaintenanceListen to Conversation A and choose the best response to each question. 1. What department does Mr. Martin call? | A. Switchboard ——-B, Laundry C. Maintenance —_D. Housekeeping | 2, What dees Mr. Martin NOT ask for? A.Aniron B.A comforter C. More pillows D. A tube of toothpaste 3. What's wrong with Mr. Martin's shirt? A, Itneeds to be dry-cleaned. B. Its still very dirty. €. I's worn out. D. It needs ironing, ___ 4. When will they deliver the requested items to Mir. Martin's room? A Immediately B, Tomorrow moming —_C. At 12:20 D. Ina couple of hours Part B Listen to Conversation B. Then use the words in the box to fill in the blanks bel @®arange @half @ computerized @quarter @deliver @dial @via 41. The guest wants to wake up at a past six tommorrow. 2. She can set a wake-up call the telephone in her room. 3. The hotelhasa__ wake-up call system. 4, To set a wake-up call, the guest has to six first 5. The front desk clerk will a wake-up call for Ms. Weeks. Part C Listen to Conversation C. Then read the statements below and answer true or false, TL FO Mr, Summers’ dress pants need to be hand washed. TL1 FCI ifthe laundry is picked up before 9:30 a.m., it can be returned the same day. TO) FO. The laundry bag is under the dresser. TC) FL. Mr. Summers needs to take his clothes to the Laundry Department by himself TU FD. The delivery will be made at 7:00 p.m. oR eRe Listening Practice US Requess for ServiUnit Preview 8 Giving directions inside the hotel = Directing guests to places outside the hotel = Recommending places to visit Before We Start Have you ever given directions to a total stranger? Do you find it difficult to give directions in a different language? Besides speaking, what are some other ways to give directions? |. When you need to get directions, do you prefer to look at a map or ask someone for directions? Do you think you have a good sense of direction? . How well do you know the city you live in? Have you ever gotten lost? eee now_Finding Your Way restaurant [restoront] ‘outdoor swi pool indoor swimming pool [avtdare] [Swimig] [pul] 'n.doer] [swimun] [peel] Jacuzzi [dgo'kuz} available tb] [avetlobl} @ ® airport ferry bus station gas station Cer, pasrt] [err] [bas] Cstetfon] [gees] [stexgfon] ° ® e hospital school zone do not enter Chassprtl) [skucl] {zoun} [clu] [net] [Pentacar park [ko:r} [park] one-way traffic ['wan, wer] [traeftk] rest area lrest] [era] mail {meil] luggage storage - Piagds) ['stointds) yield [jidd] (give way) scenic area ['sismik] Perso} informs [anfor'nverfan] [desk] intersection Lmitor’sekfon] snow chains needed [snou} [fez] [nid] elevator Felo,ventate)) currency exchange [heveonst) rks einds) road work [roud] [wasrkk] o parking for the disabled [porrkug} (1 [0] {as'exbla)The F Aguest asks for directions. G: Guest F: Front Desk Clerk G: Excuse me. How can | get to the fitness center? F: It's in the basement. You can take either the elevator or the stairs.” : | don’t think I'll take the elevator. That seems a bit lazy. Where are the stairs? F: Go down this hall all the way to the end. They're on the right. G: OK, where in the basement is the fitness center? F: Go past the sauna and tum right. The signs will direct® you Key Vocabulary there. You can't miss it. 1. basement [beismont] n. &: When does it close? 2, stairs [sterz} 0. F- It closes al ten o'clock sharp.‘ Don't 3, direct [do'teki} v worry. You still have plenty of* time. (directions n.) G: |s there anything | should know 4, sharp [foxp] adv. about using the fitness center? S-appropriate: F: Yes, please take a towel. And wear [eepunr acl a the appropriate’ exercise clothes. 6, fix [fiks] G: Is that it? 7. workout ['wa:rk.avt] n. F: The treadmill’ is out of order* right now. Hopefully, itll be fixed® by tomorrow. Ts G: That's OK. | want to lift weights.” Additional Words F: Well, we've got lots of those. a Please don't forget to put them back when you're finished. won't. » if’ weights F: Alright then, enjoy your workout * plenty of | * out of orderLanguage Center [vs Ditections "We can stay at either the Hilton or the Hyatt. -| *You can have either coffee or tea. * Your room will be ready by two p.m, E ™ We should be arriving at your hotel || * I need a room on either January 31" or before March 31". February 1". * The new restaurant will open before the * Please send us the information by either end of this month. fax or e-mail. » They'll be checking in no later than eight pm. | [_1 {The meating should be over by noon, Whereis he patkng io? 5 Excuse i me, how can I get to the it shop? direct ime tothe restaurant? Keep on waiking along this hal. Can you jow do we got to the hotel swimming ool? Would you, mind telling me how to get there? | a Go across the loboy and through that door Is there a convenience store around here? Room / Shop Floor eearigie Presidential Suite ‘Top Floor Guest: Executive King / Twin 7"-9" Floors__-_Do you havea fitness Standard King / Twin "6" Floors center in the hotel? Golden Gym 3" Floor ___ Front Desk Clerk: Beauty Salon 2" Floor Yes, it's on the third Dino's ttalian Restaurant Ground Floor floor. o( recsytel NT all Key Vocabulary 1. specific [spr'sifik] ad | fo'milio()} adh, 4. neighborhood [aetbor, bud] n 6. huge [hjuds] ad). 6, beside [brsant] prep. Ad mal Words ® department store * name card ® traffic light » within walking distance * got lost, 62 I'd Like to Do Some Shopping _ Aguest asks about how to get to a department store.” G: Guest F: Front Desk Clerk G: I'd like to go shopping. Are there any department stores around here? F: That depends. What kind of shopping would you like to do? Do you have something specific’ in mind? : Not really. | just want to go somewhere big, with lots of stores, restaurants... You know, like a mall? F: | know just the place. And it's within walking distance.” ‘G: Would you mind telling me how to get there? I'm not very familiar’ with this neighborhood.* F: Certainly. (Gesturing) Tum right after you walk out of the hotel. Walk three blocks to Palm Street. G: What street is the hotel on? | can’t seem to remember. F: It's on Beach Street, sir. Here, I'm going to give you a hotel name card.’ That way, you could take a taxi back if you get lost* G: Thanks. (He puts the name card in his wallet.) What do | do once | get to Palm Street? F: Turn right at the traffic lights.* You'll see the Ocean Center Department Store on the left. It's a huge’ white building. It's beside’ the Milton Theater. G: The Ocean Center Department Store. I've got if Thanks, F: No problem.Language Center wiineiions Words to Practice What do you have in mind for dinner? Ht between What kind of room do you have in mind? The restaurant wasn’t really what we had. in mind. Ben doesn’t have anything special in mind for the weekend. Our hotel always has customers in mind, » Winnie always has her family in mind during the holiday season. 2 c he ‘on the comer of in front of "Once you have arrived at the airport, look for our driver. seu "We'll give you a parking permit once you checkin, You can have your money back once you've filled out this form. = We will contact you once a room becomes available. at the top of As soon as I saw you, I knew you'd stayed here before, *Give me a call as soon asyou get there, Play | Use the vocabulary above to practice giving / getting directions outside the hotel. Example 4 Example 2: Guest: Guest: Is there @ post office in the ‘Where is the nearest bus stop? neon Front Desk Clerk: Front Desk Glerk: Just go straight on Oak Street. There's Yes, there's one across from the hotel. one in front of the McDonald's,A.guest asks about places around the hotel. F: Front Desk Clerk 6: Guest F: Hello, Mr. Jackson. How's your stay going here at the hotel? G: The hotel is lovely. But to tell you the truth, I'm alittle bored.” Could you recommend some sights worth? visiting? F: Sure, how about Mt. Shou, also known as* Mt. Longevity? Key Vocabulary 6: Amountain? That sounds tiring.* ‘ealgnt fda F: Not really. I's only 328 meters high. And once you get to the l 6 2, bored [bord] ad) top, you'll get a view of the whole city, including the harbor.’ 3. worth [w10] aah 6: Hmm, How do | get there? (worthy adj.) F: Take the bus. The bus stop is just down the street, across 4, longevity from the park. The bus ride takes about 25 minutes. [la:ndgevott] 1. 5, tiring ["“arorig) adj 6. harbor [‘ha:rbotr)] n. 7. scenic [‘sisntk] acy, (Scene n.) 8, review [rr'vju:] n. G: Why's that? G: | guess | get off the bus when | see the mountain, right? hat's right. But I'll write it down for you in Chinese, just in case.* (Looking up) Oh yeah, you might also want to check out Xizi Bay, F: It's very scenic,’ And it's gotten good reviews® from some of our guests. G: OK, I'l play it by ear.” Thanks for all the help. F: Sure thing.” + also known as * justin case * play it by ear * Sure thingLanguage Center [ ve Directions Role Play / Aguest has just arrived at the airport. Practice asking * Mt. Longevity is worth secing andl answering questions about directions to the hotel. * The restaurant is worth trying. "The hotel beauty salon might be worth a visit. «I don’t know if we can make an outside call from here, but it’s worth a try. : i Useful Expressions Checking Guest Satisfaction * How was your breakfast? * How was the restaurant we recommended? * How did you like our fitness center? * How is If2 Do you like the sauna? * Did you have a nice swim? * Is the boat tide satisfactory so far? * [hope you're enjoying your tour. Example: Front Desk Clerk: Good morning. KHC Hotel. Can I help you? Guest: Yes, about how much is a taxi ride to your hotel? Front Desk Clerk: Itt! probably run you about NT#250. Guest: ‘And about how long will it take? *You can catch Bus and Church Rd. Front Desk Clerk: At this time of the day, it should only take about 25 minutes. + The bus wil take you south to downtovin Taipel. 6Listening Practice 6 Directions Part A Listen to Conversation A and answer the following questions, 1. Where does the guest want to go? 2. Where is it located? 3. How far is the beauty salon? 4. What are the opening hours of the salon? miyersation B and choose the best response to each question, . Where,are Mr. and Mrs. Will going? A. Ariver near the hotel B. AFrench restaurant C.Asmall café D. City Hall 2. How far is the restaurant from the hotel? A. It's pretty close to the hotel. B. Actually, it's quite far away. C. Itis across the river. D, Itis ten minutes by boat. 3. What is the guest worried about? A. The food B. The river. C. Getting lost D. His wife 4. Why does Mr. Will want to take his wife out for dinner? A. For their wedding anniversary B. For his promotion C. For no special reason D. For his wife's birthday Part C Listen to Conversation C. Then use the words in the box to fill in the blanks below. @alsoknown as @view @nextto @map @camera @ tiring @ suggestions 1, Mr. Moseby looks puzzled because he can't find the park on the 2. Fort General Custer Park is FGC Park. 3. Mr. Moseby asks the front desk clerk if he has any other 4. The park is the Fraser River. 9 8: There's a good of the river from the park.