100Project 3 – Hotels – Task 2
Project 3 – Hotels – Task 2 Once completed, submit the following to your teacher:
An audio recording of you and your partner making a hotel telephone booking – your script should include a polite opening and closing, information about the number of nights, type of room, price/rate of the room, guest’s name and contact information.
Hotel guests write an e-mail requesting a reservation for a hotel room.
Hotel clerks write an e-mail confirming a guest’s hotel room booking.
(Refer to the model e-mail booking and confirmation on the following pages.)
Language for reservations and checking in
Using modals and formulaic expressions to . . . Ask for assistance
Can you . . . Could you . . . Do you mind . . .
I should be grateful if you would . . . Request/offer help
Can you . . .
What can I do for you?
Is there anything I can do for you?
Thank you, that’s very kind of you.
No thank you, I think I can . . . Make enquiries
I am writing to enquire about . . . Could you please let me know . . . Answer enquiries
With reference to . . . I write to confirm . . .
Should you have any further queries, please do not hesitate to . . .
102Project 3 – Hotels – Task 2
availability first name/last name
occupancy e-mail address
check-in date guests (number of . . .) check-out date contact number
arrival time passport information departure date credit card type single/double room credit card number hotel facilities card holder’s name
cancellation expiry date
children’s beds security code
extra beds airport transfer
terms and conditions smoking hotel reservation/booking
Model e-mail booking:
Attention: Reservation Desk, Seaforth Hotel
I would like to make a booking for three nights. I will be arriving in Hong Kong on February 24th and departing on the 27th. I would like a double room, deluxe suite. Kindly confirm my booking by e-mail.
email@example.com firstname.lastname@example.org Booking
Project 3 – Hotels – Task 2 Dear Ms Wong,
Your reservation is confirmed. Please PRINT this e-mail with the details of your booking as you may need to present it when checking in at the hotel.
Reservation reference: PE 204365 Reservation name: Wong, Nicole Hotel: The Seaforth Hotel Hotel telephone: 852 2952 1473 Check-in date: Feb 24
Check-in time: 2pm. Early arrivals may store luggage at reception.
Check-out date: Feb 27
Check-out time: 11am. You may store luggage at reception after check-out.
No. of nights: 3 No. of people: 2
Type of room(s): 1 x double room, deluxe suite Total cost: HK$1,620
Thank you for booking at The Seaforth Hotel. We wish you an excellent trip. If you have any questions, do not hesitate to contact us by e-mail.
Best regards, Jane Smith Reservations The Seaforth Hotel
Model e-mail confirmation:
Often an e-mail confirmation is automatic. The hotel clerk enters the information, and an auto-matic (versus personal) confirmation e-mail is sent to the guest.
104Project 3 – Hotels – Task 2 Model Telephone Booking:
Hotel: Hello, Seaforth Hotel. May I help you?
Guest: Yes please. I’d like to book a room.
Hotel: Certainly, and when will you be coming to stay with us?
Guest: I’ll be arriving on February twenty-fourth and leaving February twenty-seventh.
Hotel: All right, so that’s three nights. And would you like a single or a double room?
Guest: A double, deluxe suite, please.
Guest: And, could you tell me the rates per night?
Hotel: It’s five-hundred and forty dollars per night.
Guest: Okay. Can I pay by credit card?
Hotel: Yes, you may.
Hotel: Could I have your name, please?
Guest: Sure. Nicole Wong.
Hotel: Could you spell that for me, please?
Guest: N-I-C-O-L-E W-O-N-G.
Hotel: And your contact information, Ms Wong. An e-mail address would be fine.
Guest: Certainly, it’s nicolewong at hatmail dot com.
Hotel: nicolewong at hatmail dot com.
Hotel: Thank you, Ms Wong. We’ll send you a confirmation by e-mail, and look forward to seeing you on the twenty-fourth. If you should need anything else, please don’t hesitate to call again.
Guest: Thank you very much. See you then.
Project 3 – Hotels – Task 2 Part 2
Checking in and checking out
It is important that people in the hospitality industry – hotels, resorts and restaurants – learn to communicate well. Good communication skills will help keep guests happy so they will visit again. Various people come in contact with guests in a hotel. They might be a manager, front-desk clerk (at reception), porter, valet, bellboy or concierge.
Front-desk clerk (at reception)
Front-desk clerks register arriving guests, assign rooms and check out guests at the end of their stay. They also keep records of room assignments and other registration-related informa-tion on computers. When guests check out, front-desk clerks prepare and explain the charges, as well as process payments. They may need to answer simple questions and give informa-tion as well as report problems or emergencies.
Although in a larger hotel it is the concierge who will answer more detailed questions and requests, a front-desk clerk still needs to handle many other situations. Some of these might include: letting a guest know how to contact another guest, helping a guest leave their valu-ables in a safety deposit box or making a report of something broken.
For security purposes, so that the guest’s room number cannot be overheard by others, the front-desk clerk and other employees should never say the guest’s room number aloud. In-stead, the key is generally handed to the guest in a small folder with the room number marked inside.
Since the front-desk clerk is often the first person to speak to the hotel guest, they must greet them politely, in a formal but friendly fashion.
When the guest arrives, say:
Example: ‘Good morning/afternoon/evening, sir/madam. How may I help you?’
(It is more polite if you add the title ‘sir/madam’.) When the guest leaves, say:
Example: ‘Goodbye, sir/madam. It was a pleasure helping you. / Let me know if I can be of further assistance to you.’
Note: After 8:00pm – Use ‘Good night, sir/madam.’
After greeting the guest, the front-desk clerk may help the guest check in.
106Project 3 – Hotels – Task 2
Give directions within the hotel
A front-desk clerk may need to give directions to one of the many hotel services.
Safety deposit box
It is important to make a guest’s stay as problem-free as possible. One way to make the guest’s stay safer is to offer them the use of a safety deposit box. This is normally used for storing a passport, cash, keys, credit cards and jewellery.
You may like to ask the guest if they want to deposit anything in the box:
Example: ‘Sir/Madam, would you like to use a safety deposit box?’
As a porter, you may have to show a guest to a room and carry their bags.
You may need to say:
Example: ‘May I take your bag, sir/madam?’
‘Here is your room, sir/madam.’
If you receive a tip, a polite reply would be:
Example: ‘Thank you sir/madam.’
Activity 1 – Dialogue
With your partner, change the underlined words and practise the dialogue.
Activity 2 – Floor numbers and simple directions
A hotel guest is at the reception counter looking for the swimming pool and fitness room. Give the guest directions.
Practise the model conversation on the next page with your partner.
Reception: Good evening, can I help you sir?
Guest: Yes, I booked a room for two nights for my wife and myself.
Reception: Could you give me your booking reference number, please?
Guest: It’s EFL245. Here’s the copy.
Reception: Thank you. Yes, a double room and how would you like to pay for that?
Guest: By credit card, please. Here you are.
Reception: Thank you and I’ll just need you to fill out this guest form with your name, address, passport number and signature. Here you are (hands form to guest).
Guest: (Fills in form) Here you are.
Reception: Thank you. Here’s your key. Do you need any help with your luggage?
Guest: No, we can manage thanks.
Reception: Well, enjoy your stay sir.
Project 3 – Hotels – Task 2 Vocabulary helper
lift (British English) single/double/triple room elevator (American English) room with four beds
hot water double room for single occupancy
guest double room with child’s crib/cot
porter/bellboy deluxe room or deluxe suite
tip first aid
. . . is out of order (e.g. television, light)
. . . is being repaired (e.g. fridge, Internet connection) Model conversation
Practise similar conversations asking for directions to other services, e.g. the spa, breakfast restaurant, Business Centre (Internet), hair salon or gift shop.
Example of floors: 1st (first) floor; 2nd (second) floor; 3rd (third) floor; 4th (fourth) floor; 6th (sixth) floor; 13th (thirteenth) floor; 15th (fifteenth) floor; 20th (twentieth) floor
Write two role-plays of at least 6 lines each and submit them to your teacher.
Guest: Could you tell me where the swimming pool and fitness centre are, please?
Reception: Certainly, madam. Take the lift to the fifth floor, turn right and follow the corridor to the end. You will see two large glass doors and there is a reception desk at the entrance.
Guest: Is the fitness room in the same place?
Reception: No, it’s on the tenth floor, madam. Just follow the sign when you get out of the lift.
Guest: Thank you.