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English For Hotel Staff
English For Hotel Staff
Working in the hotel industry you will come across many types of
travellers. Some will be business guests, others will be tourists and
visitors. Many will speak a different language other than your own.
Chances are, plenty of your guests will speak English. Do you know how
to speak politely to a guest in English? Can you understand their requests and serve
them accordingly? Whether your job is to take reservations or clean the hotel rooms,
these pages can help you learn important words and expressions to use on the job in
the hotel industry. Read and listen to the lessons. Then take the quizzes to test your
comprehension.
Hotel Vocabulary
adjoining rooms two hotel rooms with a door If you want we can book your
noun in the centre parents in an adjoining room.
attractions things for tourists to see and The zoo is our city's most popular
noun do attraction for kids.
Bed and Breakfast a home that offers a place to I can book you into a beautiful Bed
noun stay and a place to eat and Breakfast on the lake.
bellboy a staff member who helps The bellboy will take your bags to
noun guests with their luggage your room for you.
book arrange to stay in a hotel I can book your family in for the
verb weekend of the seventh.
check-out return the keys and pay for Please return your parking pass
noun the bill when you check-out.
cot, rollaway bed a single bed on wheels that If you need an extra bed, we have
noun folds up cots available.
damage charge money a guest owes for We will have to add a damage
noun repairs to hotel property charge for the hole you put in the
(when caused by violent or wall.
careless acts)
deposit amount paid ahead of time You will not receive your deposit
noun to secure a reservation back if you cancel.
double bed a bed large enough for two They are a family of four, so give
noun people them a room with two double
beds.
front desk, the place where guests go to Towels are available at the front
reception check in and out and to get desk.
noun information
hostel a very inexpensive place for In the hostel you probably won't
noun backbackers and travelers on get your own room.
a budget
hotel manager person in charge at the hotel I'll let you make your complaint to
noun the hotel manager.
housekeeping, staff members that clean the Put a sign on the door if you want
maid noun rooms and linen housekeeping to come in and
change the sheets on the bed.
indoor pool place for guests to swim The heated indoor pool is open
noun inside the hotel until 10 pm.
inn another word for "hotel" There's an inn on the other side of
noun town that has a vacancy.
Jacuzzi, hot tub, a small hot pool for Our honeymoon room has a
whirl pool relaxation personal hot tub.
noun
king-size bed extra large bed A room with a king size bed costs
noun an extra ten dollars a night.
late charge a fee for staying past the You will be charged a ten
noun check-out time dollar late charge for checking out
after 11 am.
linen sheets, blankets, pillow cases We will come in and change the
noun linens while you are out of your
room.
lobby large open area at the front You can stand in the lobby and
noun of the hotel wait for your bus.
luggage cart a device on wheels that Please return the luggage cart to
noun guests can push their the lobby when you are finshed
luggage on with it.
maximum the most amount of people The maximum capacity in the hot
capacity allowed tub is ten people.
noun
parking pass a piece of paper that guests Display this parking pass in your
noun display in the car window window to show that you are a
while in the hotel parking lot hotel guest.
pillow case the covering that goes over a Room 201 doesn't need their sheets
noun pillow changed, but they requested one
new pillow case.
queen size bed bed with plenty of space for They have a queen size bed so
noun two people (bigger than a the small child can easily fit in the
double) middle.
rate cost of renting a room for a Our rates change depending on the
noun certain time period season.
room service delivery of food or other If you would like a bottle of wine,
noun services requested by guests just call room service.
single bed a bed for one person The economy priced room includes
noun one single bed.
sofa bed, pull-out a bed built into a sofa or The room contains a sofa bed so
couch couch the room actually sleeps five.
noun
towels used to cover and dry the You can get your swimming pool
noun body after swimming or towels at the front desk.
bathing
valet staff that parks the guests' If you leave your car keys with us,
noun vehicles the valet will park your car
underground.
vending machine a machine that distributes The vending machine on the fifth
noun snacks and beverages when floor has chocolate bars and chips.
you insert coins
wake up call a morning phone call from What time would you like
noun the front desk, acts as an your wake up call?
alarm clock
weight room, a room that guests can use Our weight room has a stair
workout room, for exercise and fitness climber and a stationary bicycle.
gym
noun
Hotel Vocabulary Quiz
2
We do not have a service. You'll have to
park your car yourself.
3
The room has a pull couch, so it will sleep an
extra person.
9
Please put your used in the basket and
leave unused ones hanging on the rack.
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Taking a Reservation
Guest
Sample Conversation
Receptionist: Thanks for calling Quality Inn. Morine speaking.
Caller: Hello. I'm interested in booking a room for the September long
weekend.
Receptionist: I'm afraid we're totally booked for that weekend. There's a convention in
town and we're the closest hotel to the convention centre.
Caller: Oh, I didn't realize. Well what about the weekend after that?
Receptionist: It looks like we have a few vacancies left. We recommend that you
make a reservation, though. It's still considered peak season then.
Caller: Okay. Do you have any rooms with two double beds? We're a family of
four.
Receptionist: Yes, all of our rooms have two double beds. The rate for that weekend is
$129 dollars a night.
Caller: That's reasonable. And do you have cots? One of my daughters might
be bringing a friend.
Receptionist: We do, but we also charge an extra ten dollars per person for any family
with over four people. The cot is free.
Caller: Okay, but I'm not positive if she is coming. Can we pay when we arrive?
Receptionist: Yes, but we do require a fifty dollar credit card deposit to hold the room.
You can cancel up to five days in advance and we will refund your
deposit.
Caller: Great, I'll call you right back. I have to find my husband's credit card.
Receptionist: Okay. Oh, and just to let you know...our outdoor pool will be closed, but
our indoor pool is open.
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Check In
Guest
Guest
Sample Conversation
Double-click the left button (>) to start. Click the middle button to stop. Click the right
button to pause. Click it again to continue.
Receptionist: That's no problem. It's always really busy at check out time anyway.
Guest: Oh, really. The last hotel we stayed in charged us for a late check out.
Receptionist: The hotel isn't booked this week, so it's not a problem. How was
everything?
Guest: The room was great. The beds were really comfortable, and we weren't
expecting our own fridge.
Guest: The kids were disappointed that the pool wasn't open this morning,
though.
Receptionist: I apologize for that. We can't get a cleaner in any earlier than 10 am.
Guest: I thought it was $115 even. That's what they said yesterday when we
checked in.
Receptionist: No problem. So...from $140, here's your change. Now, I'll just need to
ask you for your room keys.
1 Why does the guest apologize when she arrives at the front
desk?
3 What was the woman charged for besides the room rate?
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