BÀI GIẢNG DẠNG VĂN BẢN (SCRIPT)

Môn học: Anh Ngữ Du Lịch

BÀI 4: HOTEL RESERVATIONS

Slide Script

1&2 Hello, everyone!

Welcome to Unit 4 of the course – English for Tourism!

Unit 4: HOTEL RESERVATIONS

3 The unit covers two sub-topics:

● Introducing hotel facilities

● Explaining hotel services or policies

By the end of the unit, you will be able to:

- name some common hotel facilities and services

- deal with complaints related to hotel facilities and services

4 First of all, you will learn some vocabulary related to hotels.

Hotel amenities:

Key card Baggage Corridor Bellhop Fitness center

trolley

Business center Shuttle bus Twin room Pool Slot

machines

Hotel services:
 wake-up check out reservation cleaning Tour/ place
information

shuttle bus check in breakfast carry Entertainment

baggage

5 Do you know what criteria make a hotel become a four or five -star hotel? The
unit will give you a general view of the star ratings.

6 One Star: Basic accommodations with minimal services and amenities; often
budget-friendly and suitable for travellers seeking the most affordable option.

Two Stars: Budget hotels that provide a bit more comfort and services than one-
star properties. Still, they are typically no-frills and may lack extensive
facilities.

Three Stars: Mid-range hotels that offer comfortable rooms, more services, and
amenities like restaurants, room service, and possibly fitness centers or pools.
These cater to travellers looking for a balance between comfort and
affordability.

Four Stars: Upscale hotels known for their quality service, well-appointed
rooms, and additional facilities such as fine dining restaurants, spa services, and
business centers. Often chosen by travellers seeking a higher level of luxury.

Five Stars: Luxury hotels that provide exceptional service, top-notch amenities,
and an indulgent guest experience. Expect spacious, well-designed rooms,
gourmet dining, premium spas, and more. These are ideal for travellers looking
for the finest accommodations.
7 Regarding hotel amenities and services, some problems might arise during or
after hotel reservations. For example, the reality of a hotel might not be the
same as it is advertised online. There are some unexpected situations that a
hotel guest might experience. Problems can be related to:

- Guest information

- Room types or rates

- Dates of arrival or departure

- Services

- Manner of Hotel staff

8 Therefore, if you work for a hotel, you should learn how to deal with
customers’ complaints either via email or on a phone call.
9 Here is one example of a complaint letter from a hotel guest.

Dear [Hotel Manager's Name],

I recently had the opportunity to stay at your hotel, and while there were aspects
of my stay that I enjoyed, I feel compelled to address some concerns regarding
the facilities.

Firstly, the air conditioning in my room seemed to be malfunctioning. Despite

several attempts to adjust the temperature, the room remained uncomfortably
warm throughout my stay, making it difficult to sleep.

Secondly, the Wi-Fi connectivity was inconsistent and frustratingly slow. As a

business traveller, I rely heavily on a stable internet connection, and this issue
hindered my work.

Lastly, the fitness center was in poor condition. Several pieces of equipment
were out of order, and the overall cleanliness left much to be desired.

I understand that issues can arise, but I believe it's important to maintain the
quality of facilities to ensure guest satisfaction. I hope you can address these
concerns promptly to enhance the overall guest experience.

Thank you for your attention to this matter. I look forward to hearing from you
soon.

Sincerely,

[Your Name]

10 You will see the structure of a letter in response to complaints.

- Show you have listened

- Apology

- Explanation (reasons why there was a problem)

 - Remedial action (what the hotel has done or will do to improve the
situation)

- Offer (i.e., discount or voucher)

11 In the letter in response to the previous complaints, you can see the main points
of dealing with a complaint. The writer expressed sincere apologies for the
inconveniences & greatly value feedback. Most importantly, he/ she gave
explanations and immediate actions. For example:

- The maintenance team is already working on resolving the problem…

- The IT department is investigating the connectivity issues, and we are

committed to delivering a faster and more stable internet experience for our
guests.

- As for the fitness center, we have taken your feedback to heart and are
undertaking immediate steps to address equipment maintenance and
cleanliness.

12 And here are some suggestions for dealing with complaints on a phone call.

You should:

- Listen attentively

- Acknowledge the guest’s problem or their frustration

- Apologize and show sympathy

- Find the root of the problem(s)

- Offer solution(s)
 Whether you deal with a customer’s complaint via email or on phone, the steps
are basically the same. An unhappy customer expects professionalism,
empathy, and immediate actions.

13 Next, I’d like to show you 7 main departments in a hotel. If there is a complaint
from a guest, you can identify which department is in charge.

Front Office or FO manages guest check-in, check-out, and overall guest

services; Housekeeping ensures the cleanliness and maintenance of guest rooms
and common areas; Food and Beverage or F&B oversees dining services;
Security and Maintenance maintains safety and facilities; Human Resources or
HR manages staff recruitment and training; Sales and Marketing promotes the
hotel; and Finance handles financial operations and budgeting.

14 If you have any questions related to the lessons, please feel free to contact us
via email, ELO message, or in our video conference.

Thank you!