English for Hotel Hospitality Syllabus

Instructor Information
Instructor Email
[Arafatul Ulfa] [arafatulfa@gmail.com]

[Raudyatuzzahra] [raudyatuzzahra4@gmail.com]

General Information
Description
Nirvana English Course is a training program with 10-meeting course of English for beginner
level students who want to be part of hotel staff/employees in supporting fluency in
communicating using English actively (conversation), within the scope of service and daily hotel
activities. The topics include both informal and formal situation in daily basis. The activities are
mostly speaking practice. The course will be held every Friday (4 pm – 5.30 pm) and Sunday (9
am – 10.30 am) using Google Meet application. The assessment is conducted through class
performance and final term test.

Expectations and Objectives

Students are able to gain a lot of vocabularies before entering hospitality industry in order to
communicate well with the guests. The course expectation is to improve the grammatical and
communication skills of students so that they will support the improvement of the company's
business services. The course also allows them to improve their speaking skills while improving
their hospitality vocabulary and grammar. In addition, in this program, there is also role-play
activity to practice the language framework into actual situations. Group discussions and other
exercises are also included to practice and use English in context.

Assessment
1. Participation (10%)
2. Class performance (20%)
3. Daily exercises (25%)
4. Final Test (45%)
Meeting Basic Indicators Useful Expressions
Competency
1 Greeting and 1. Greet guests  How are you?
Receiving Guest 2. Respond to guests’  How’s it going?
greeting
 Allow me to introduce myself
3. Self-introduction
 How may I assist you?
2 Telephone 1. Asking to speak to  Could I speak to …., please?
Courtesy someone  The reason I’m calling is ….
2. Explaining the reason
 Could I leave a message?
for the call
 Speak to you soon
3. Leaving a message
4. Indicating the end of
the call
3 Days and Time 1. Knowing days and time  What time is it now?
 When does the store is open?
 When is check out time?
4 Describing Hotel 1. Responding the guests  Our hotel have ……
Facilities request about  You can use …...
information on hotel
facilities  You’ll find ……

5 Asking for Repeats 1. Requesting to someone  Can you repeat that, please?
something to repeat  Do you think you can repeat
something about …… please?
6 Offering Help and 1. Offering help to the  Would you like some help?
Advice guests  Can I give you a hand?
2. Responding to the
 Of course, what can I do for
guests
you?
 I would be happy to assist you
7 Giving and Asking 1. Asking for directions  Could you help me how to get
Directions 2. Giving directions to ……?
 How do I find ……?
 Take this passage way
 On your right/left
8 Giving and 1. Giving compliments  That’s a very nice ……
Receiving 2. Responses to  You look very good in ……
Compliments compliments
 How kind of you to say so
 Thank you
9 Talking Routines 1. Talking about daily  I normally do my homework
routines before dinner
 She is often late to work
 I hardly ever go to the movies
10 Bill Settlement 1. Settling bills to guests  How will you be paying?
2. Receiving payment for  Here’s your change, Sir
services
 I’ll be paying with cash
 TOPIC 1
GREETINGS AND RECEIVING GUESTS

In hospitality field, it is important to make a good first impression. There are numerous
expressions that can be used when greeting people. In hospitality field, we greet customers with
formal expressions.
Lesson Objectives: Students will learn various expressions for greetings, introduction, and
farewells.
Formal Expression: Less Formal Expressions:
 Good morning (Sir/ma’am)  Hello
 Good afternoon (Sir/ma’am).  Hi
Welcome to (name of hotel)  What's up?
 Good evening (Sir/ma’am).  How's it going?
 How are you this morning?
(afternoon, evening,today?)

After greeting the guests, you should introduce yourself politely.

 Hello I’m ...(name)
 It’s a pleasure to meet you. Nice to meet you, too.
 Allow me to introduce myself.
 I would like to introduce myself.

Of course, after the greeting, the dialogue must be continued, and what is said then depends on
the situation. When interacting with hotel guests that continued interaction usually involves
determining what the guests are want or needs. A couple of standards that can be used in the
hotel industry are:
 How can I help you today, ma’am/sir?
 Can I be of assistance?
 How may I assist you?
 May I assist you with anything?
 What can I do for you today?
Dialogue example:
Staff : Good morning Ma’am. Welcome to the (...Spa)
Guest : Thank you.
Staff : How can I help you today?
Guest : I’m here for a (....massage).
Most guests make their reservations online. However, if they’re unable or unwilling to do that,
they may make their reservations by phone. If that’s the case, here are some standard questions
you might ask
 What’s the date of your arrival?
 When are you planning to check out?
 How many people is this reservation for?
 What type of room would you prefer? (single or double bed & smoking or non-smoking
room)
 Could I have your ID and credit card, please?
 Your room is on the [number] floor, room number [number]
 Breakfast is served from [time] to [time] every morning at/in [location/room]
 Is there anything else I can help you with?
 Enjoy your stay

Example of Hotel Conversation:

(Students should work together in pairs and read the following conversation, one student
reading the role of the guest and the other student reading the role of the staff.)
Conversation 1
Guest : Good Morning. I've booked a room through ticket.com
Hotel : Good Morning. May I see your ID, please?
Guest : Here it is.
Hotel : Yes, we've your reservation Mr. Smith, one twin room, staying for two nights. It
is all paid up.
Guest : Yes, you are right.
Hotel : Please sign your name here.
Guest : Sure. Can someone help me with my luggage?
Hotel : Thank you very much, Mr. Smith. I will call the bellboy to handle your luggage.
If you need any help, just call the front desk.

Conversation 2
Staff : Good afternoon, welcome to The Plaza.
Guest : Hi.
Staff : How can I help you today?
Guest : I need to check in.
 Staff : Of course sir, My name is Sopida Hakam and I’ll be your guest representative
during your stay. Could I have your name please?
Guest : Freddy Benson.
Staff : Yes, Mr. Benson, here you are. And how are you today?
Guest : Tired actually, it was a very long flight.
Staff : Well, I’ll get you checked in as soon as possible so you can relax.

ACTIVITIES
Activity 1
Read the conversation carefully. Afetr that, answer the following questions based on the
conversation.

Guest : Good Morning. I've booked a room through ticket.com

Hotel : Good Morning. May I see your ID, please?
Guest : Here it is.
Hotel : Yes, we've your reservation Mr. Smith, one twin room, staying for two nights. It is all
paid up.
Guest : Yes, you are right.
Hotel : Please sign your name here.
Guest : Sure. Can someone help me with my luggage?
Hotel : Thank you very much, Mr. Smith. I will call the bellboy to handle your luggage. If you
need any help, just call the front desk.

Questions:
1. Where do the guest booked their hotel room?
2. What kind of room that they are booked?
Activity 2
Find a YouTube video on the internet following the topic of greeting and receiving guests.
Listen and write down the appropriate vocabulary that you hear from the video.

Activity 3
Work in pairs, try to make a dialogue about greeting and receiving guests at the Hotel
using the appropriate expression.

Activity 4
Practice using the dialogue with your partner, one partner taking the role of the guest and
the other the role of the staff. For additional practice, switch roles. Practice the dialogue
several times, trying to use all of the expressions noted.
 TOPIC 2
TELEPHONE COURSETY

A telephone operator must be able to uphold the company's image and contribute to improving
the hotel's image in the eyes of guests. Other than face-to-face, the guest impression can be
started from a telephone conversation.
Lesson Objective: Students will learn various expressions about telephone courtesy so that the
students will be able to talk over the phone using appropriate and polite English.

Basic Telephone Etiquettes

What all points should be taken care of while answering a call?
 Phone should be answered within three rings
 Smile even though you are on the telephone
 Sit or stand up straight
 Use a low voice pitch
 Match your speaking rate to the caller's
 Avoid extremes in volume

Standard Phrase:
How to answer an External call?
 Wish according to the time of the day (Good Morning, Afternoon or Evening), (Your
Hotel Name), How may I help you.
How to answer Internal Guest calls?
 Wish according to the time of the day (Good Morning, Afternoon or Evening) Mr.
_________ (Guest last name), This is _______ (Your first name), How may I help you.
How to answer interdepartmental calls?
 Wish according to the time of the day (Good Morning, Afternoon or Evening), This is
_______ (Your first name), How may I help you?
THE CALLER:
Greeting
 Good morning/afternoon/evening.
 Hello
Identifying yourself
 My name is …………..[first introduction]
 This is ……………………
 It’s ………………………. here/speaking.
Asking to speak to someone
 Could I speak to…………., please?
 Could you put me through to ……………., please?
Explaining the reason for your call
 I’m calling about…to ask about…/to tell you…
 The reason I’m calling is…………….
Leaving a message
 Could you give him/her a message for me, please?
 Could I leave a message?
 Would you tell him/her that I’ll call back later?
Suggesting times to meet
 How/what about…?
 Shall we say …?
Confirming details
 I look forward to seeing you on Friday at 7 o’clock
 I look forward to hearing from you later today
Thanking
 Thank you very much for all your help
 Thanks a lot

THE RECEIVER:
Identifying yourself
 [Your name] speaking.
 [Your company name] Good morning/afternoon.
Greeting
 Hello, Nice to hear from you.
 How are you?
Asking for the caller’s name
 Who’s calling, please?
Offering help
 How can I help you?
 What can I do for you?
Taking a message
 Could I take a message?
 Would you like to leave a message?
Thanking
 Thank you for calling/thanks for calling.
Indicating the end of the call
 Anyway, ............
 Saying goodbye
 Goodbye
 Speak to you soon

Transferring a guest call

While transferring a guest call you should say:
 Transferring your call with pleasure
 Putting a guest call on hold
 Allow me to put your call on hold while I check for the information required
 Could I put your call on hold, while I check for the information required?
 I will be glad to assist you
 ACTIVITIES

Activity 1
Work in pairs and read the following conversation in front of the class, one student reading
the role of the guest and the other student reading the role of the staff

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 : So... Friday the seventeenth?
Caller : Yes. Friday and Saturday.
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.
Activity 2
Find the appropriate vocabulary in the conversation above, and write it down in the
column below, translate it into Bahasa Indonesia.

Words Meaning

Activity 3
Answer the following questions.
1. What do you think is the best way to book a service, by phone, personally or the
internet? Explain why.
2. What do you consider companies should offer for a great booking service experience?
Mention some tips to take into account when booking a service.
Activity 4
Make a good telephone conversation by using one of the topics below.
o Hotel reservation
o Asking for help to the Hotel staff
o Checking out
o Ordering food
 TOPIC 3
DAYS AND TIME

In hospitality and tourism, the delivery of hours and times is very necessary, therefore in this
section, we will recognize and learn to convey the date and time in English.
Lesson Objectives: Students will learn expressions and vocabulary to express days and times.

Days of the week: Months of the year:

Monday Tuesday Wednesday Thursday January February March April May June July
Friday Saturday Sunday August September October November
December.

Other expressions used time: dawn, sunrise, morning, breakfast, noon, midday, afternoon,
evening, sunset, twilight night, midnight, morning, etc
Date writing:
 April 1st, 1998
 5th, April 1998
 April 5th, 1998
 December 3, 2000
 7 Nov, 2022
 19 May, 1998
 August,16th 2021

Time 07.05 : It is five past seven

08.15 : It is quarter past eight
Some commonly used terms are: 08.30 : It is half past eight
 Past 09.25 : It is twenty five past nine
 To 06.35 : It is twenty five to seven
 Half 04.50 : It is ten to five
 Quarter 02.42 : It is eighteen to three
03.00 : It is three o’clock

A.M (Ante Medium) 00.00 - 12.00 (Day)  What time is it? (American style)
07.20 : It is seven-twenty
P.M (Past Medium) 12.00 – 00.00 (Night)
07.00 : It is seven o’clock
Example: 06.15 : It is six - fifteen
06.30 : It is six - thirthy
 What time is it? (British style) 06.35 : It is six – thirty five
07.10 : It is ten past seven 04.45 : It is four – forty five
Phrases
 What time is it now?
 What time is it right now?
 Do you know what time is it?
 May I know what time is it?
 What time exactly the movie start?
 When does the store is open?
 When should we meet again?
 Are you planning on checking out tomorrow?
 I'm afraid you can't check in until after 4:00 pm.
 What time is the pool open until?
 What time is breakfast served at?
 Is it too early to check in?
 Can we get a wake-up call?
 When is check out time?

Examples:
Guest : Could you tell me the time please?
Staff : It's twenty after two.
Guest : What's today's date?
Staff : It's March third.

Guest : What time is check out?

Staff : Check out is at 12:00 PM.
Staff : Good afternoon sir. How can I help you?
Guest : I would like to schedule an appointment a tennis game.
Staff : Certainly, what day and time would you like that for?
Guest : Do you have time available on Friday morning? About 11:00.
Staff : I’m sorry, we don’t have any openings at 11:00, but there is time between 9 and
10:30.
Guest : How about 10:30.
Staff : Yes sir, could I have your name please.
Guest : It’s Howard Johnson, room 1555.
Staff : OK, Mr. Johnson, we have you scheduled for Friday at 10:30. See you then.
Guest : Thank you, bye.
 ACTIVITIES
Activity 1
Work together in pairs and read the following dialogue, one student reading the role of the
guest and the other student reading the role of the staff.

Guest : What time do the local shops usually open?

Staff : They usually open between 9:00 and 10:00.
Guest : Do they usually open at the same time on Saturdays and Sundays as well?
Staff : Yes, most of the shops open at the same time on the weekends.

Guest : When do Thai people usually eat dinner?

Staff : Most people eat dinner between 6 and 7 PM.
Guest : Is lunch usually between noon and 1:00 PM or between 1:00 and 2:00.
Staff : Lunch is usually between noon and 1:00.

Guest : How often do they change movies at the local cinema?

Staff : Movies are usually changed once a week.
Guest : Do they show a lot of English language movies?
Staff : Many of the movies are the latest Hollywood block busters, which are captioned
in Thai.

Guest : How many times a week does the hotel clean the pool?
Staff : The pool is cleaned every day, sometimes twice a day, depending on the
circumstances.
Guest : What time are they usually cleaned.
Staff : Usually early in the morning, before the guests wake up.
Activity 2
Write the correct word on the line that will complete the sentence.
(usually, day, laundry, when, reservation, second, leap, does, many, in, date, pardon, eat, me,
breakfast, time, was, is, make)
1. ___________ me, do you have the ____________? Yes, it’s 9:00. 2. ______________ is your
birthday? 3. How _________ months are there ______ a year? 4. Excuse __________, what
time________ the restaurant open? 5. Pardon me, what ______ that _________ again? The 14th
or 15th? 6. I ______________ do my ______________ on Saturdays. 7. Every 4 years the
_____________ month of the year has 29 days. It’s called ___________ year. 8. When would
you like to __________ your ______________ for sir? 9. When ___________ your
____________ off? 10. What do you usually _________ for ______________?
 TOPIC 4

Describing Hotel Facilities

A big part of a job as hotel staff is to make guests feel at home and well taken care of during
their stay. You’re the person guests come to for information, and assistance. So, in this chapter,
we will learn about describing hotel facilities and how to respond to guests' requests for
information on hotel facilities.

Lesson Objectives: Students will learn to respond to guests request about information on hotel
facilities.

Useful vocabulary to describe hotel rooms and facilities:

Look at these examples of guest’s requests about facilities

 Is there a ... (sauna at the hotel)?

 Which restaurant (…in the hotel has a Western menu)?
 Where can we (... see a good live band)?
 I am looking for (... a hot night club. Do you know of any)?
 Do you know where I can find (... fine jewelry)?
 Where's a good place (... to see a movie)?
 What is there to do (... here that is different)?

In describing hotel facilities we can use:

 Our hotel have...

 You can use..
 We have..
 You’ll find..

ACTIVITIES
Activity 1
Write the correct word on the line that will complete the sentence.
(colorful, dancing, go, is, snorkeling, cinema, squash, golf, island, elephant, kid, parasailing,
complex, tan, souvenirs, eat, should, best, movie, want)
1) I want to go see a ______________. Where’s the nearest ___________?
2) Where ____________a good place to _____________ Thai food?
3) I’m looking for some ____________ for my friends’ back home. Where _____ I go?
4) Where is the ______________ night club in town to go ______________?
5) I need some exercise. Is there a _________ court in the hotel __________?
6) I _____________ some excitement. I want to feel the wind in my hair. Where can I go to
do some __________________.
7) I want to sit on the beach and work on my __________. Where should I _____________?
8) What’s the best 18 hole ____________ course on the ____________?
9) I want to see some ______________ fish. Can you arrange a _________ excursion?
10) My ______________ wants to ride an ____________. Where should I go?
Activity 2
Match the appropriate responses with the questions by putting the correct number of the
question on the line.
1) Where can I get a good work out?
2) We’re looking for a Thai restaurant. What would you suggest?
3) Does the hotel have facilities for getting online?
4) Is it possible to eat by the pool?
5) Does the hotel have activities for children?
6) Where can I do some shopping for souvenirs?
7) I’m looking to try an easy water sport. Do you have any suggestion?
8) Does the island have any good golf courses?
9) My kids want to see a movie. Where should we go?
10) I understand that there are a number of beautiful Buddhist temples on the island. Is that
correct?

___ Certainly sir, the business center can handle all of your needs.
___ You might try Patong beach road. There are a multitude of shops that cater specifically
to tourist.
___ Absolutely sir; the kids club provides planned activities for children four to twelve.
___ Yes sir, let me get you a brochure that describes them and their locations.
___ Well, you could always go on a snorkeling tour. They’re always fun and require little
skill.
___ The hotel gym is available for your convenience,
___ There is a movie theater at central festival phuket city.
___ Of course sir, just ask any of the pool staff for a menu.

Activity 3
Students should work together in pairs and read the following dialogue, one student
reading the role of the guest and the other student reading the role of the staff.

Guest : We’re looking for a good restaurant for dinner

Staff : What kind of food are you interested in?
Guest : Since we are in Thailand, we want to try Thai food.
Staff : The Thai Restaurant is always a good choice.
Guest : Thank you very much. We’ll try it.

Guest : Could you recommend a place to take our kids? They’re getting bored at the
beach.
Staff : There’s a movie theater in Phuket Town at Central Festival they might enjoy.
Guest : Well maybe. Is there anything else more exciting?
Staff : Lots of kids seem to have a great time at the Go-Cart track.
Guest : No way. That’s way too dangerous.
Staff : Have they ever ridden an elephant?
Guest : No, but is it safe?
Staff : Oh, absolutely. The elephants are well trained and the trainer leads the elephant
along the path. Riders are strapped into the seats with safety belts, just like in a car. And
to be truthful, the rides are not that long 30 minutes or so.
Guest : That sounds OK.

Guest : I need to check my e-mail. Is there an Internet cafe near here?

Staff : Certainly, sir. The Business Center at the hotel has Internet access.
Guest : Can I also surf the Internet there? I need to find some information for a meeting.
Staff : Absolutely sir.
Guest : Can I also save information to a disk or flash memory?
Staff : Of course.
Guest : Do you know what it cost?
Staff : To be honest sir, I don’t really know. But I’m sure it’s a nominal fee.
Guest : Ok, thank you.
Staff : My pleasure, sir.
 TOPIC 5

ASKING FOR REPEAT

Lesson Objectives: Students will learn expressions to request to someone to repeat something
previously said.

Expression to request someone to repeat something previously said:

 Excuse me.
 Pardon me.
 Please say that again.
 Would you want say that again?
 Again, please?
 Can you repeat that please?
 I'm sorry.
 I'm sorry, I didn't catch that
 Please speak more slowly.
 Please speak louder.
 I’m sorry; I don’t understand that expression.
 What does _________ mean ?
 Can you give me an example?
 I'm sorry, I don't know what you mean.
 Sorry, I’m not sure I’m following you.
 Do you think you can repeat about .... please?

Point to Remember:

Sometimes it may be helpful if a guest asks for something to be repeated, to rephrase what was
said by using different words. The guest may not understand a particular word's meaning or have
trouble understanding the pronunciation of a specific word. By re-phrasing, communication may
be facilitated.
Conversation example:
Guest : Could I have more soap in the bathroom?
Staff : I’m sorry, could you repeat that, please?
Guest : I need more soap.

Guest : Which way to the gym?

Staff : Pardon me.
Guest : How do I get to the gym?

Guest : I’d like to schedule a tennis game.

Staff : I’m sorry sir; could you say that again.
Guest : I want to reserve a tennis court.

Guest : Do you have any Tabasco sauce?

Staff : Tabasco sauce? I’m sorry; I don’t know what that is.
Guest : It’s a hot sauce. It comes in a small bottle. It’s put on pizza and tacos.

Guest : Does this dish have any shrimp in it?

Staff : Excuse me, I didn’t understand that. Could you speak more slowly?
Guest : This dish, is there shrimp in it?

Guest : It's raining cats and dogs out there.

Staff : Raining cats and dogs? I don’t understand that expression.
Guest : That expression just means that it is raining a lot.
Staff : Aah, I see.
 ACTIVITIES

Activity 1

Watch a video on the following link and write down the essential vocabularies according to
the topic. Learn different ways you can ask someone to repeat what they have said.

Activity 2

Answer these following questions correctly.

Task 1

Circle the best option to complete the sentence.

1. I’m sorry, I didn’t quite ..... that.

a. make b. Catch

2. Could you ..... that again?

a. say b. speak

3. I’m sorry, I still didn’t get ..... .

a. this b. that

4. ..... more time?

a. Once b. One

5. I can’t hear ..... you’re saying.

a. a word b. the words

Task 2

Put the words in order to make sentences.

1. Catch sorry, I that. I’m didn’t quite

2. You Could say again? That
 3. Didn’t I’m that. sorry, I get still
4. Time? more One
5. I saying. a hear you’re word can’t
6. It Oh, is. There

Discussion

Can you think of any other ways to ask someone to repeat what they have said?

Activity 3

Write the correct word on the line that will complete the sentence.

(understand, pardon, meaning, repeat, spell, say, speak, that, can, could, excuse, need, slowly,
how, in, do, hear, what, again, question)

1. __________ me, could you ____________ that.

2. I’m sorry, I did not ____________ you. Please ____________ that again.

3. My English is poor, could you __________ more _________ please.

4. _______ you say that ____________?

5. I’m sorry, Tinsel town? ___________ does _________________ mean?

6. May I ask you a ______________? Do I __________ my passport?

7. ________ do you say kneecap _________ Thai?

8. How _________ you ____________ ‘emergency’ in English?

9. ‘Excuse me’ and ‘__________ me’ have the same ______________.

10. I’m sorry, I don’t ________________. ___________ you rephrase that?

 TOPIC 6

Offering Help and Advice

HELP:

As a member of the hotel industry, you will inevitably find yourself in a situation that
requires you to offer help or assistance to a guest. This situation may present itself as an absolute
necessity or one of simply polite behavior. In either case, knowing what to say
in those situations will hold you in good stead with the guests. At times, you will be in
situations that you will offer your help and at other times you may be asked to respond to a
guest that has requested help.

1. Lesson: Offering and responding to help

2. Lesson Objectives: Students will learn expressions for offering and responding to help.
3. Procedure: Give students handouts of the following expressions/dialogues. Read the
expressions and have the students repeat them individually to check their pronunciation.

When asking for help When offering help

 Could you give me a hand?  Would you like some help?
 Would you mind helping me  May I offer my assistance?
out?  Do you need any help?
 Could you help me please?  Need any help?
 I need some assistance please.  Can I give you a hand?

When responding to help

 Of course, ma'am. What can I do for you?
 Of course, sir. How can I help?
 Of course, what do you want me to do?
 I’d be happy to assist you.
 Yes sir, how can I assist you?
4. Study: Students should work together in pairs and read the following dialogue, one
student reading the role of the guest and the other student reading the role of the staff.

Bell Desk Staff

Staff : Excuse me ma’am, could I help you with your bags?
Guest : That would be great thanks.
Guest : I don't understand what the taxi driver is trying to say. Could you translate for
me?
Staff : Of course, Sir. I'd be delighted to help.
Guest : Oh, thank you. I would really appreciate that.
Food and Beverage Staff
Staff : Would you mind holding my dog while I dig some money out of my purse?
Guest : Certainly ma’am. What’s the dog’s name?
Guest : Could you watch my child for a second while I go get her some ice cream?
Staff : Of course, ma’am. I’d be delighted to.

Front Desk Staff

Guest : Excuse me, but can you help me?
Staff : Of course, ma'am. What can I do for you?
Guest : Someone just stole my purse off my shoulder outside the hotel.
Staff : That’s terrible. Why don’t you seat down here and I’ll call the police for you.
Guest : Thank you. I appreciate your help.

Housekeeping Staff
Staff : Pardon me sir, but it looks like you could use some help with those packages.
Guest : I sure could, thanks.
Guest : Could you help me set the ironing board and iron please.
Staff : Of course, ma’am. Where would you like it set up?

Kitchen Staff
 Staff : Would you like some help carrying one of those plates?
Guest : Yes, I really could use four hands.
Guest : Could you assist me in operating this coffee dispenser.
Staff : My pleasure ma’am. You have to press down here.

Listed below are some common vocabulary words that hotel employees may need in
order to assist guests with some problems they may have.

Health Problems Emergency Services Health Care Personnel

Cold Ambulance Doctor
Flu Fire department Nurse
Headache Police Dentist
Stomach-ache Hotel security Optician
Diarrhea Clinic Pharmacist
Toothache First aid

5. Paired Practice: Practice using the above expressions by role playing the following
situations with a partner, one person taking the role of the guest and the other person
taking the role of a hotel staff. For additional practice, switch roles. Use the
information below in your conversations.
• Help a guest move luggage
• Help a guest put a box in a trunk
• Help a guest use an ATM
• Help a guest carry a handful of shopping bags
• Help a mother carry a baby and push a stroller at the same time
• Help a limping elderly man to the elevator
ADVICE:

Guests, many times being in foreign countries and unfamiliar cultures, may need some advice or
suggestions in certain situations. It is only natural that they would seek assistance from the hotel
staff. Giving sound advice and suggestions to a guest when needed can make the difference
between an OK vacation and a great one. There are several expressions that can be used when
asking for or giving advice and suggestions.

1. Lesson: Asking for, giving, and responding to advice

2. Lesson Objectives: Students will learn expressions for asking for, giving, and responding to
advice.

3. Procedure: Give students handouts of the following expressions/dialogues. Read the

expressions and have the students repeat them individually to check their pronunciation.

When asking for advice When giving advice

 What do you think I should do?  Why don’t you (.... take a taxi instead,
 What would you do in my shoes? it's faster.)
 Do you have any ideas about what to  Have you thought about (.... getting
do? some medicine at the pharmacy)?
 What would you suggest?  I think you should (.... see a doctor).
 Can you think of anything that might  Have you considered (.... the local
help? markets? Sometimes they have great
deals).
 One option may be to (.... call your
embassy).

When responding to advice

 That’s a good idea.
 That might work. I hadn’t thought of
that.
 Maybe you’re right.
 Thanks for the advice.
 Thanks, I'll try that
4. Study: Students should work together in pairs and read the following dialogue, one student
reading the role of the guest and the other the role of the staff.

Bell Desk Staff

Guest : I can't seem to find any of the souvenirs I want at the mall. I can't go home empty
handed. Do you know where I could go?
Staff : Have you considered shopping at the traditional open market. It has hundreds of items
to choose from and the prices are usually cheaper than in the mall.
Guest : Thanks, I'll try that.

Food and Beverage Staff

Guest: That food was really spicy and upset my stomach.
Staff: Maybe you should get some medicine at a pharmacy.
Guest: That's a good idea. Thanks.

Front Desk Staff

Guest : That woman looks angry. Did I do something wrong?
Staff : Actually sir, that gesture you used is considered very rude in our culture.
Guest : I'm sorry; I didn't mean to offend anyone. What should I do in that situation?
Staff : Using this gesture instead is appropriate.
Guest : Thanks for the advice

Food and Beverage Staff

Guest : That food was really spicy and upset my stomach.
Staff : Maybe you should get some medicine at a pharmacy.
Guest : That's a good idea. Thanks.

Front Desk Staff

Guest : That woman looks angry. Did I do something wrong?
Staff : Actually sir, that gesture you used is considered very rude in our culture.
Guest : I'm sorry; I didn't mean to offend anyone. What should I do in that situation?
Staff : Using this gesture instead is appropriate.
Guest : Thanks for the advice.
Housekeeping Staff
Guest : What do you think I should do, it’s too rainy to go to the beach.
Staff : Well, you could go to the game room; there is a lot to do there.

Kitchen Staff
Guest : I’m tired of meat and potatoes. Do you have any suggestions for an exotic meal?
Staff : Well, many of the guests seem to enjoy the baked eel with mixed vegetables.

5. Paired Practice: Practice using the above expressions by role playing the following
situations with a partner, one person taking the role of the guest and the other person taking
the role of a hotel staff. For additional practice, switch roles. Use the information below in
your conversations.
A sunburn Getting a bargain on clothes
Activities on a rainy-day A toothache
A cut finger Broken glasses
The hiccups Sleeping well
Work Sheet 1- Offering Help and Advice

Write the correct word on the line that will complete the sentence.

pleasure appreciate your pardon door

thank me need don’t bags
assistance mention having would my
assist help some for

1. _____________ you like some help?

2. _________ me ma’am, do you ___________ help with your ___________?

3. Excuse _________, could you __________ me with my luggage?

4. Pardon me, do you need any __________ opening the __________?

5. I’m ____________ trouble getting this safe open. Could you _________ me?

6. _________ mention it ma’am. It was my ____________.

7. Would you like _________ some help with _______ luggage?

8. _________ you so much _________ your help?

9. Thanks, I really _____________ your help?

10. Don’t __________ it sir, it was __________ pleasure.

Work Sheet 2- Offering Help and Advice

Match the appropriate responses with the questions. Put the correct number of the question on
the line.

1. Why don’t you tell use some of this sun ___ Of course, but al the pharmacies are
screen? closed.
2. You should take a taxi, it's safer. ___ No trouble at all, glad to help.

3. You really shouldn’t have gone to all that ___ Maybe you’re right, it's just that I hate
trouble, but I appreciate it. doctors.
4. I think you should call the police. ___ That's a good idea. Should I put
on all over or just on my face?
5. Thanks for the help with the bags young ___ My pleasure sir.
man.
6. Let me help you with those packages, ___ No thanks, you’ve done plenty already.
Ma’am.
7. Is there anything else I can help you ___ No, I can't. I have to leave tomorrow.
with?
8. Have you considered taking antacid ___ Not me, they won’t be able to do
tablets? anything. It will just be a waste
of time.
9. You could always go to both places, one ___ Thank you.
today, one tomorrow.
10. You really should see a doctor, that cut ___ I know, but it's also very a lot more
looks really bad. expensive.
 TOPIC 7

Giving and Asking Directions

As happens in strange and new places, people get disoriented and may require help finding their
way, so guests may frequently ask you for directions. They may ask directions to a restaurant in
the hotel complex, the nearest restroom, or a nearby historical site. There are a multitude of
expressions that are used when asking for and giving directions.

1. Lesson: Asking for and giving directions

2. Lesson Objectives: Students will learn expressions for asking and giving directions.

3. Procedure: Give students handouts of the following expressions/dialogues. Read the

expressions and have the students repeat them individually to check their pronunciation.

Asking for directions

Could you tell me how to get to (... the pool)?

How do I find (...Starbucks Coffee Shop)?
Pardon me, I'm lost, how do I get to the (...the
main lobby)?
Which is the best route to (...Phuket Town)?
Could you direct me to (...the beach)?
Which way do I go to get to (...the hospital)?

Giving directions
Take this passage way Go up/down the steps
On your right/left Turn right/left
Take the elevator It's on the third floor
Follow this path Turn right/left at the corridor
It’s about 50 meters Go about 3 kilometres
Cross the street It’s on your right/left
It’s in the middle of the block It’s on the corner
Drive south on 4233
It’s next to/ across from/between/in front of
Drive to Jackson Street and turn left/right
Prepositions of location used when giving directions

go straight go to right left

cross on your right on your left beside

next to behind across from in front of

Additional Vocabulary

sidewalk footpath no through way (road)

pedestrian main road street

avenue boulevard round about

Land marks

art gallery bridge castle temple

cathedral cinema zoo department store

museum opera house post office police station

fire station railway bus station train station

traffic light stop light stop sign T-junction

4. Study: Students should work together in pairs and read the following dialogue, one student
reading the role of the guest and the other student reading the role of the staff.
Guest : Could you tell me how to get to the Spa?
Staff : Take this passageway and go down the steps on your right. At the bottom of the steps
there is a wooden bridge. Go over the bridge and turn right. Follow the path until you get
to the Spa. It’s about 40 meters from the bridge.

Guest : How do I find the Thai restaurant?

Staff : Just follow the pathway to the left of the reception desk in the Andaman lobby. The
walk way will take you directly to the Thai Restaurant.
Guest : Which way do I go to get to the beach?
Staff : From the Bell Desk in the Andaman Lobby, turn left and follow the path on the right
and go past the pond and up the steps. From there, walk straight across the beach road,
the beach will be right in front of you.

Guest : Pardon me, I'm lost, how do I get to the gym?

Staff : From the main lobby, walk away from the beach and take the first staircase on your
right down. The staircase is next to the portrait center. The gym is on your right at the
bottom of the stairs.

Guest : Which is the best route to the Phuket City?

Staff : Get on the road to Patong and drive north on the 4233. At the end of the beach road in
Patong, turn right on the 4029 and drive east. Take the 4029 about 4 kilometers and turn
right on the 4020. That road will take you into Phuket city.

5. Paired Practice: Practice using the above expressions by having similar dialogues with a
partner, one partner taking the role of the guest and the other the role of the staff. For additional
practice, switch roles. Practice the dialogue several times, trying to use all of the expressions
noted.
Work Sheet – Giving and Asking Directions
Fill in the blanks by writing the correct word on the line that will complete the sentence.

Direct route in front of Golf get take

lost north find where to hurry
right again into on next what
turn away could bottom how way
me

1. _____________ you tell me __________ the gym is?

2. ___________ do I ____________ to the Spa?

3. __________ is the best __________ to get to Patong?

4. Yes sir, ____________ this passage way until you come to front desk, then _________ right.

5. Pardon _______, I'm ____________, how do I _______ the gym?

6. From the main lobby, walk _______ from the beach and take the first staircase down on your
right. The staircase is ________ to the portrait centre. The gym is at the _________ of the stairs.

7. What is the fastest __________ to Phuket City? I’m in a ___________.

8. Get on the road to Patong and drive ________ on the 4233. At the end of the beach road in
Patong, turn ____________ on the 4029 and drive east. Take the 4029 about 4 kilometres and
turn right ________ on the 4020. That road will take you __________ Phuket city.

9. Could you ___________ me to Dino Park Mini __________?

10. On the main road ___ ________ ____ the hotel, walk south about 500 meters. The Park is
____ the right, next _______ The Marina Phuket Resort.
 TOPIC 8
Giving and Receiving Compliments

Everyone likes to hear compliments. Compliments make people feel good about themselves and
we all need that at times. Hotel guests and staff are no exceptions. Guests may give hotel staff
compliments for the quality of their service, for their English ability, for their appearance in a
unique uniform, or for doing something a little extra for the guest. A hotel staff may give a guest
a compliment about how they look in a newly purchased outfit, or for their patience when a
problem arises, or for a beautiful new hair style after visiting a beauty parlour.

1. Lesson: Giving and receiving compliments

2. Lesson Objectives: Students will learn expressions for giving and receiving compliments.
3. Procedure: Give students handouts of the following expressions/dialogues. Read the
expressions and have the students repeat them individually to check their pronunciation.

Giving complements
That’s a very nice ...(dress).
Great job on the ...(presentation).
You look very good in ... (that new hair-do).
This dish is delicious, my compliments to the chef.
That ... (tie) looks great on you.

Responses to compliments
How kind of you to say so.
Thank you.
I’m glad you like it.
It was nothing really. (An expression of modesty and humility)
4. Study: Students should work together in pairs and read the following dialogue, one student
reading the role of the guest and the other student reading the role of the staff.

Bell Desk Staff

Guest: Your English is very good. You must study a lot.
Staff: Thank you sir. Yes, I study every chance I get.

Staff: This luggage is very unusual- strong yet light weight. I like it.
Guest: Thanks, it cost me an arm and a leg. Engineering/Maintenance Staff

Food and Beverage Staff

Guest: What a lovely uniform, so colourful.
Staff: Thank you ma’am. How kind of you to say so.

Staff: Your patience regarding the delay is a true virtue sir. Many guests would have complained.
Guest: I understand: it’s busy and hectic in here.

Front Desk Staff

Guest : I really appreciate all the extra work you did on helping us solve that problem. It truly
went above and beyond; my compliments to your work ethic.
Staff : Thank you sir, how kind of you to say so.
Staff : These are really great pictures you took Miss George. Those of the sunset are
magnificent.
Guest : Thank you, but with this camera taking good pictures is really easy. No skill on my part,
I assure you.

Housekeeping Staff
Guest : The room is spotless. You do excellent work.
Staff : Thank you ma’am.

Staff : You are so tidy sir. You make it very easy to clean your room.
Guest : Well, as my mother always said, ‘Cleanliness is next to Godliness’.

Kitchen Staff
Guest : My compliments to the chef. This linguine is superb.
Staff : Thank you ma’am. I’ll appreciate any and all comments.

Staff : That recipe you shared with us was superb. I may even include it on the menu.
Guest : My pleasure and that would certainly be an honour.

5. Paired Practice: Practice using the above expressions by role playing the following situations
with a partner, one person taking the role of the guest and the other person taking the role of a
hotel staff. For additional practice, switch roles. Use the information below in your
conversations.

A new dress or shirt A new hair cut

A nose job A meal they just cook
Their handling of a rude guest
Work Sheet 1- Compliments
Write the correct word on the line that will complete the sentence.

delicious tasted superb

those get audience
new floral hair cut
coat

1. Nice _______________. It looks very warm. Is it _________?

2. What a beautiful _________ arrangement. Are _________ lilies?
3. That’s a great looking ___________. Did you ________ it at Pro Hair Stylist?
4. That was ____________. Was that a hint of garlic and onions I __________?
5. Your presentation was _____________, Ms. Parks. The entire ___________ was spell bound.

Work Sheet 2- Compliments

Match the appropriate responses with the questions. Put the correct number of the question or
statement on the line.

1. That was a terrific game you played Mr. ____ Thank you, Sir. I appreciate you
Lawson. saying so.
2. I really like that new suit of yours. Where ____ Why thank you, but it was nothing
did you buy it? really.
3. Your presentation to the managers was ____ Thanks. I guess all those private
excellent. Great job. lessons are finally paying off.
4. Your new hair-do looks great Ms. Smith. ____ I don’t really know, my wife got it for
 It really suits you. me for my birthday.
5. Chef, that was the best tasting apple pie I ____ How kind of you to say so.
have ever tasted.

TOPIC 9
Talking Routines
People will be using time expressions when they are talking about their daily or weekly routines.
The guests may usually ask the staff or the employee of hotel the general routine of the location
they are visiting (for example when do local shops usually open and close, or the months of high
or low season, or what time it gets dark and light outside, or the times that local people usually
eat meals). When talking about daily schedules and routines adverbs of frequency are used to
indicate how frequently you do things.

1. Lesson: Talking about routines

2. Lesson Objectives: Students will learn adverbs of frequency expressions and use them when
talking about daily routines.
3. Procedure: Give students handouts of the following expressions/dialogues. Read the
expressions and have the students repeat them individually to check their pronunciation.

Frequency Adverb Adverb of frequency sentences

100% always I always have lunch at home.
90% usually I usually go to the gym on Mondays.
80% normally/generally I normally do my homework before dinner.
70% often She is often late to work.
50% sometimes He walks the dog sometimes
30% occasionally Occasionally, they visit their grandma
5% hardly ever/rarely I hardly ever go to the movies.
0% never She never goes to the beach.
Talking Routines: Practice
Guest: How often do they change movies at the local cinema?
Staff: Movies are usually changed once a week.
Guest: Do they show a lot of English language movies?
Staff: Many of the movies are the latest Hollywood block busters, which are captioned in Thai.

Guest: How many times a week does the hotel clean the pool?
Staff: The pool is cleaned every day, sometimes twice a day, depending on the circumstances.
Guest: What time are they usually cleaned.
Staff: Usually early in the morning, before the guests wake up.

Paired Practice A: Practice using the routines expressions by having similar dialogues with a
partner, one partner taking the role of the guest and the other the role of the staff. For additional
practice, switch roles. Practice the dialogue several times, trying to use all of the expressions
noted.

Paired Practice B: Using the adverbs of frequency routines, tell your partner what your daily
schedule is like. Be specific and detailed. Discuss what you do from the time you wake up until
you go to bed, both during the week and on weekends (or your days off).

Paired Practice C: Do you ever play basketball? Ask your partner if they ever do any of the
activities listed below. Ask other questions to get more information about when and, what time,
where, how often, with who, cost, etc.

Swim in the ocean Go on double dates Write poetry

Study all night Ride a motorcycle Go camping
Sing karaoke Wake up late Cook pizza
Sky or scuba dive Ride the subway Go bowling
Watch foreign movies Play board games Lift weights
 TOPIC 10
Bill Settlement

Eventually, usually all too shortly, guests will have to check out and pay up. Unfortunately, for
many hotel staff this can be a time of stress and frustration. Let’s face it, most people don’t
actually like paying for things and services (it’s so much nicer when it’s free!). Some guests may
question expenses (such as a PPV movie not seen), they may complain about the high cost of
some items (such as any item in a mini-bar), or they may just want to get something for nothing
(who doesn’t?). No matter how guests react to the bill, the piper still must be paid.

1. Lesson: Bill settlement

2. Lesson Objectives: Students will learn common expressions used when settling bills and
receiving payment for services.
3. Procedure: Give students handouts of the following expressions/dialogues. Read the
expressions and have the students repeat them individually to check their pronunciation.

From Staff From Guests

Will that be cash or charge? I'll be paying with cash.
Could you sign here please? Can I charge this to my room and pay
4.
Here’s you change sir. when I check out?

How will you be paying? I'd like to use a credit card.

Would you like a receipt? Do you accept VISA or MasterCard?
I’ll check the bill again if you like.
Could I have a receipt please?
Let me double check that for
This seems a bit much. Can this be right?
Sorry about the mistake sir
Study: Students should work together in pairs
and read the following dialogue, one student reading the role of the guest and the other student
reading the role of the staff.
Guest: Could I have the check please?

Staff: Of course, Sir. I'll be back in a moment.

Guest: I'd like to check out please.

Staff: Of course, Sir. Could I have your room number and room key?

Guest: The room was 333. Here's the key.

Staff: Did you use the mini bar sir?

Guest: Yes, I had a couple of sodas.

Staff: The total comes to $577.99. Will you be charging this sir?

Guest: Yes, put it on my Visa Card.

Staff: Sign here please. And thank you for staying with us.

Guest: There you go. Thanks

Staff: How will you be settling your bill sir?

Guest: I’ll be paying by cash.

Staff: Yes sir, here’s the bill.

Guest: Excuse me, but what is this charge for?

Staff: Let me see, it’s for an apple pie.

Guest: But we didn’t order apple pie.

Staff: I’m terribly sorry for the error sir. Let me refigure this. Here you go sir.

Guest: That looks right. Thank you.

Staff: Sorry for the error sir, and please come again.
Staff: Would you like to pay for the tennis court in cash or charge it to your room?

Guest: Just charge it to my room please.

Staff: Yes sir, if you could just sign here.

Guest: There you are.

Staff: Thank you sir, have a pleasant day.

5. Paired Practice A: Practice using the above expressions by having similar dialogues with a
partner, one partner taking the role of the guest and the other the role of the staff. For additional
practice, switch roles. Practice the dialogue several times, trying to use all of the expressions
noted.

Paired Practice B: Practice using the above expressions by role playing the following situations
with a partner, one person taking the role of the guest and the other person taking the role of a
hotel staff. For additional practice, switch roles. Use the information below in your
conversations.

• The guest didn’t order a beer with dinner

• The bill had a charge for a deluxe burger, not a plain burger

• The bill included a charge for 2 glasses of tea, the guest only had 1

• The bill didn’t include 2 orders of ice cream

• The guest got the wrong bill, for someone else’s order

Work Sheet 1- Bill Settlement

Write the correct word on the line that will complete the sentence.

will cash do mistake high

checks service how paying bill
been charge settling a lot of brochures
accept would receipt cash much
1. Will that be _____________ or ______________?

2. ___________ you _____________ VISA cards?

3. There are _____________ guests at the hotel during the __________season.

4. There isn’t __________ information in this ______________.

5. A ___________ charge is included in the _____________________.

6. _____________ will you be _____________?

7. This can’t be right! I think there’s ____________ a ____________ on the bill.

8. Can I ___________ some travellers ________________?

9. ________________ you like a ______________?

10. How _____________you be _________________ your bill sir?

Work Sheet 2- Bill Settlement

Match the appropriate responses with the questions. Put the correct number of the question on
the line.
1. How will you be paying today sir? ___ I’m sorry for the mix up sir. Let me
correct that.
2. Do you accept Master Card? ___ Yes, it does sir.

3. This bill seems to be really high. Is this ___ You can do that at the front desk sir.
right?
4. That will be 39.75, sir. ___ No, that’s OK. I’ll pay cash
5. Could I have a receipt please? ___ With the prices you charge! No way.

6. Does this include the service charge? ___ I’m sorry sir, we only accept Visa
or American Express.
7. Would you like that charged to your room ___ Here’s $50. Keep the change.
sir?
8. Did you have anything from the mini bar ___ Of course, Ma’am. Here you go.
sir?
9. This bill includes the cost of a coffee? I __ With cash.
didn’t have any coffee.
10. Where can I exchange dollars into baht? ___ I’ll double check it for you sir, if you
like.