ENGLISH APPLIED TO HOSPITALITY 1

Topics:
Vocabulary At the reception (parts and
documentation)
Hotel rooms
Hotel facilities and services

Grammar Greetings
Present Tenses- Question forms

Functional English Answer basic questions about the hotel.

How to take a reservation.
How to make a check-in/ out.
Deal with complains.

Listening Questions about the hotel facilities.

Making a check- in

VOCABULARY

- At the reception

Reception/ front desk

receptionist
guest

Credit or debit card Passport ID

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1- Types of Rooms and Beds

Twin bed Queen bed King bed

2- Services

A guided tour A gym A spa

A swimming pool An open-air restaurant A gift shop

Articles in English: a. ___ gift shop

b. ___ Exchange store
A + Consonant: a swimming pool
c. ___ dollar
An + Vowel: an open-air restaurant d. ___ orange blanket
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1- Complete the dialogue with the using the vocabulary above.

Conversation A:
Guest (G): Good morning. I need to make a reservation for three people.
Receptionist (R): Good morning. Ok, how many people are coming?
G: We are three, my wife and me and my son.
R: Great, when are you planning to stay with us?
G: Well, we arrive on December, 2nd. And we will stay for seven days. Please, I need a room
with a __________ bed and a ________ bed for my son.
R: Ok, no problem. Can you tell me your phone number?
G: Yes, It’s 4512 6532
R: That’s good. Ok, so your reservation for a standard room is done.

Conversation B:

(G): Good morning, Mrs. Lou. I wonder if the ____ is open. I need a massage.
(R): Good morning, Mrs. Sander. Yes, it is open from 2 pm to 9 pm. Do you want to book a
massage?
(G): Yes, please. Could it be at 3 pm?
(R): Yes, sure. It’s booked.
(G): Thanks and sorry another question. I want to have lunch, where is the _________?
(R): The ________ is next to the elevator. Please, let me show you.

2- Look at the underlined sentences. Repeat them.

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3- Look at the pictures and match.

Twin bed

ID

Debit/ credit card

Spa

LISTENING

Listening and script here: https://www.eslfast.com/robot/topics/hotel/hotel02.htm

A- Listen and complete with the words from the box.
B- After completing, listen to it again and repeat it.

A: I have a ……………. My name is John Sandals.

single
B: May I see your ID, please, Mr. Sandals? certainly
A: …………….. Here it is. dial
reservation
B: Thank you. Do you have a credit card, Mr. Sandals? accept
A: Yes, I do. Do you ……..American Express?
B: Sorry, sir, just VISA or MasterCard.
A: Here's my VISA card.
B: Okay. You're in room 507. It's a ……… queen-size bed, spacious, and nonsmoking. Is
that suitable?
A: Yes, it sounds like everything I expected.
B: Here's your key, sir. If you need anything, just ……. 0 on your room phone.
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Complete script.

A: I have a reservation. My name is John Sandals.

B: May I see your ID, please, Mr. Sandals?
A: Certainly. Here it is.
B: Thank you. Do you have a credit card, Mr. Sandals?
A: Yes, I do. Do you accept American Express?
B: Sorry, sir, just VISA or MasterCard.
A: Here's my VISA card.
B: Okay. You're in room 507. It's a single queen-size bed, spacious, and nonsmoking. Is that
suitable?
A: Yes, it sounds like everything I expected.
B: Here's your key, sir. If you need anything, just dial 0 on your room phone.

C- Listen to the conversation and write true (T) or false (F).

((Conversation 2))
a. Mr. Sandals has an American Express credit card. (_)
b. At the hotel they only accept Visa. (_)
c. Mr. Sandals’ room is a smoking room. (_)
d. His room is 507 and has a queen bed. (_)
e. You can dial 0 to contact reception. (_)

A: I have a reservation under the name of Sandals.

B: Could I see your ID, please, sir?
A: Of course! Let me take it out of my wallet.
B: Thank you, sir. Now, do you have a credit card, sir?
A: Yes, of course. Is American Express okay?
B: I'm sorry, sir. Only VISA or MasterCard.
A: In that case, here's my VISA.
B: Thank you. Your room number is 507, queen bed, nonsmoking. Is that agreeable to you, sir?
A: Yes, I'm easy to please.
B: Very good. Here is your room key, sir. If you need anything at all, please dial 0.
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How to greet a guest? - Tips

Formal greetings
o Saying hello:
 Good morning
 afternoon
 evening, Mr./ Mrs.
 Welcome to …… hotel.
 How are you?
 I hope you had a nice trip.
 Nice to meet you/ It’s a pleasure to meet you.
o Saying good-bye:
 Good- bye, Mr./ Mrs.
 I hope you have a good trip.
 Thanks for visiting us.

SPEAKING

Have a conversation with a guest.

Your teacher will be the receptionist and you, the guest. Pay attention to all her
expressions and gestures.
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After that, you will pretend to be the receptionist, following all the tips given, the
gestures and the structures.

GRAMMAR - Verb “to be”- Present Simple

A- Read and complete with the correct form of verb to be.

1. Good morning, sir. My name ____ Susan Sullivan and I am the hotel concierge. ___
your wife’s name Lucy?
2. Yes, it ____.
3. We ____ here for holidays.
4. That ___ so good, Mr. Richards!
5. Mr. Richards ___ your phone number? 4564 5219?
6. No, it ______. It ____ 4565 5219.
7. Oh, thanks and ____ your address 268 Lincoln St., Washington?
8. Yes, that ___ my address.
B- Choose the correct option.
Good afternoon, sir and welcome to Sirias Hotel. Let me show you our
facilities:

1. This am/is/are our gym. It am/is/are open from 8 am

to 10 pm.
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2. Over there, you can see the restaurant.

Breakfast am/is/are served from 6.30 am to 11
am.

3. Lunch am/is/are served from 12.30 to 3 pm.

4. Now, let me introduce you our staff. They

am/is/are our receptionists, Stephanie and Lucca.
They am/is/are here every day, we change shifts.

5. Nights at the hotel am/is/are always different. You can enjoy shows,
special dinners or dancers.

C- Complete the conversation using verb “to be”. After that, listen and check.
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Look at the map and label the countries.

1- Argentina
2- Chile
3- The United States of America
4- Canada
5- Spain
6- The United Kingdom
7- Brazil
8- Australia