Unit 1 Greeting and Welcoming Guest

Objective

• To greet and welcome guest.
• To be able offer help.
• To understand the hotel information.

Warming up :

Match the item with the vocabulary.

A. [ภาพ: luggage / suitcase]

B. [ภาพ: waiter holding a tray with champagne]

C. [ภาพ: guest talking to staff at hotel reception counter]

D. [ภาพ: reception counter]

E. [ภาพ: computer]

F. [ภาพ: porter carrying bags (Porter International logo)]

G. [ภาพ: keys]

H. [ภาพ: telephone]

I. [ภาพ: brochures]

__________ Luggage      __________ Waiter

__________ Brochures      __________ Receptionist

__________ Keys      __________ Porter

__________ Computer      __________ Front desk

__________ Telephone

Listening and Speaking Dialog :

Conversation A

Phenpond: Good Morning, Siam hotel. Phenpond speaking. May I help you?

Sara: Yes. I’m looking for a hotel during my holiday in Bangkok. I’ll go there with my friends, and we like shopping and nightlife.

Phenpond: Great. Our hotel is on Silom Road, a famous shopping area in Bangkok. There are many shops, pubs, bars, and restaurants. I’m sure you like it.

Sara: That sound wonderful. I’ll talk to my friends and call you back for a reservation later.

Phenpond: Sure. We’ll be happy to help you anytime.

Sara: Thank you.

Phenpond: You’re welcome.

[ภาพ: woman talking on the telephone while reading a note]

Answer the questions correctly.

1. Who is Phenpond? a. A customer b. A receptionist c. A manager d. A janitor

2. Who is Sara? a. A manager b. A receptionist c. A customer d. A bell boy

3. How does phenpond greet Sara? a. Hi. b. Good morning. c. Hello. d. Hey.

4. Why does Sara call the hotel? a. For information b. To book a room c. To check in d. To check out

5. How does Phenpond respond when Sara says “Thank you”? a. Bye. b. That’s okay. c. You’re welcome. d. Hello.

6. Why is Phenpond so certain Sara will like her hotel? a. Because it’s cheap. b. Because it’s new. c. Because it’s near a shopping area. d. Because it’s the only one in the area.

[ภาพ: การ์ตูนหนังสือจับมือกับดินสอ]

[ภาพ: การ์ตูนผู้หญิงกอดอกทำท่าสงสัย มีเครื่องหมายคำถาม]

Conversation B

[ภาพ: การ์ตูนชายหญิงจับมือทักทายกัน]

A: Sawasdee ka. Welcome to Rose & Jasmine heotel. May I help you?

B: Good afternoon. I’d like to have a brochure of this hotel.

A: Of cause. Here it is.

B: Thank you. Do you have room rates here?

A: Well, not in the brochure as the price is varied due to the season ; summer, winter and rainy. You can check from the hotel website or at the reservation office.

B: Ok. I’ll check the website or call you later. Thank you.

A: You’re welcome.

Answer the questions correctly.

1. How does the receptionist greet the guest?

   ---

2. What does the guest need? a. Hotel information b. Hotel room rate c. Reservation d. Discount

3. Why does the brochures show no room rate? a. The rate vary. b. The receptionist doesn’t know. c. Prices are subject to change. d. Prices are very high.

4. Where can the guest find more information about the hotel? a. T.V. b. Hotel website c. Brochure d. Newspaper

5. How does the receptionist say when the guest says “Thank you”?

   ---

[ภาพ: การ์ตูนผู้หญิงนั่งคิดที่โต๊ะทำงาน มีคำว่า “HUMM”]

Conversation C

Bell boy: Good morning. Welcome to Moon & Sunrise hotel. Can I help you with your luggage?

Guest: Thank you. I’m going to check in, but first I’m really hungry. Can you tell me where I can have lunch in this hotel?

Bell boy: Oh, we have Moonlight Coffee Shop and Sunsmile Restaurant. Which one would you prefer?

Guest: The Coffee shop will be just fine. Well, what about my luggage?

Bell Boy: We’ll keep your luggage here at the bell desk until you’re ready to check in at the front desk.

Guest: Thank you very much.

Bell boy: It’s my pleasure. Now let me show you to the coffee shop. Follow me, please.

Answer the questions correctly.

1. How does the bell boy greet the guest? __________

2. What does the guest want to do first? a. Check in b. Have lunch c. Take a rest d. Greet

3. Where does the guest have lunch? a. Coffee shop b. Restaurant c. Hotel room d. Outside

4. When will the guest check in? a. Before lunch b. After lunch c. Noon d. Tomorrow

[ภาพ: การ์ตูนผู้หญิงทำท่าครุ่นคิด มีเครื่องหมายคำถาม]

[ภาพ: การ์ตูนผู้หญิงนั่งเขียนหนังสือที่โต๊ะ]

Language Points

Exercise

Exercise 1

Read the conversation and write a, b, c, d, and e to fill in the blank.

Receptionist: 1) __________ Green Garden hotel. 2) __________ ?

Guest: I’d like to have some information about the room, please. Where is your hotel in Bangkok?

Receptionist: Well, 3) __________ , such as Central world, Siam Center, and a lot more.

Guest: Great. 4) __________

Guest: Thanks very much.

Receptionist: 5) __________

a. Our hotel is on Ratchaprasong road, near many shopping centers in Bangkok. b. It’s my pleasure. c. How can I help you? d. Good morning. e. I will consider it and call you again for a reservation in a day or two.

[ภาพ: การ์ตูนผู้หญิงนั่งคุยโทรศัพท์ที่โต๊ะทำงาน]

Exercise 2

Read the sentences and decide who speaks them. Write G for Guest and R for Receptionist. Then put the conversation in the correct order. (The first one has been done for you)

……R…. ……1…. Good evening, madam?

………. ………. Which one would you prefer?

………. ………. Now let me show you where the restaurants is.

………. ………. Yes, I’m looking for a place to have dinner with my husband.

………. ………. May I help you?

………. ………. Oh, Thank you very much.

………. ………. Well, There are two restaurants in our hotel; Leelawadee Thai restaurant and Sarang Hae Korean Restaurant.

………. ………. You’re welcome.

………. ………. I think I prefer Korean Restaurant.

[ภาพ: bellboy at counter with service bell, receptionist with headset, child chef in cooking pot]

Reading

Read brief information about Gold Dragon Hotel and answer the questions.

The Gold Dragon Hotel is a 4-star hotel. It is situated in Shangri-La, Yunnan province. It is just a 10 minute drive from the airport and just 2 kilometers from the bus station. Therefore, guest of the hotel enjoy both scenic views and convenient access to transportation hubs.

The hotel has 170 deluxe standard rooms and 10 deluxe suites. There are Chinese and Western restaurants with a capacity of 400 people.

With a unique architecture style of Tibetan monasteries, the guestroom feature traditional Tibetan décor and views of mountain and valley or hillside.

Are these statement true or false? Write T for True and F for False.

………….. 1. The Gold Dragon hotel has a beautiful view.

………….. 2. It’s easy to go to the hotel by bus.

………….. 3. You can have Tom Yum Kung at the hotel.

………….. 4. The hotel is far from the airport and transportation.

………….. 5. You can see the mountain from your room.

………….. 6. There are 180 guestrooms in the hotel.

………….. 7. A person who prefers western style decoration likes to stay in this hotel.

[ภาพ: woman with glasses writing at a desk with a book]

Writing

Study dialog A, B, or C. care fully, work in a group of two or there then make your own conversation. Practice with your partner and present it in front of the class.

Activity

In a small group, pick a hotel in your hometown. Then discuss about its service. Write down what you liked about the hotel and what has to be improved.

Vocabulary

[ภาพ: girl raising a pencil while reading a book]

Unit 2 Check In

Objectives :

• To know the check in process at the front desk.
• To know how to escort the guests to the rooms.

Listening and Speaking Dialog

Conversation A :

Receptionist: Sawasdee ka Good morning, madam.

Mrs. Dalloway: Good morning. I here a reservation. The name’s Dalloway.

Receptionist: Could you spell that, please?

Mrs. Dalloway: D-A-L-L-O-W-A-Y.

Receptionist: Thank you. Mrs. Dalloway. Yes, that’s a single room with a bath for two nights.

Mrs. Dalloway: That’s night.

Receptionist: Could you just sign the registration from, please?

Mrs. Dalloway: Yes, of course.

Receptionist: Thank you, madam. Here’s your key. It’s room 337 on the third floor. I’ll call a porter for you.

Mrs. Dalloway: Thank you.

Answer the questions correctly.

1. What did Mrs. Dalloway do before arriving at the hotels?

   ---

2. What did the receptionist ask Mrs. Dalloway to do before giving her a room here?

   ---

3. Why does the receptionist call a porter for Mrs. Dalloway?

   ---

Conversation B

Porter: Can I help you with your luggage, Madam,?

Mrs. Dalloway: Yes, please. This suitcase is so heavy.

Porter: I’ll put it on the bell cart. This way, please, madam. Your room is on the third floor. The elevator is just over there.

Porter: Here you are madam, room 337. I’ll open the door and see if the room is ready. Good, it is. Please enter. I’ll turn on your air conditioner and put your luggage in the closet. Would you like to keep your suitcase on the luggage rack?

Mrs. Dalloway: Yes, please.

Porter: You’ll see a beautiful view if you draw the curtains. Allow me to show you.

Mrs. Dalloway: Wow….I can see the river.

Porter: The mini bar is in the cabinet over there with a pricelist inside a drawer. Our room service is available from 6 a.m. to 11 p.m. The menu is here on the table. A complimentary drinking water is on the counter.

Mrs. Dalloway: Thank you very much.

Porter: One more thing. Let me show you how to use the security locks on your door.

Mrs. Dalloway: You certainly take good care of your guests.

Porter: It’s my pleasure to be of service.

Mrs. Dalloway: Thank you. And here’s something for you.

Porter: Thank you very much, madam. Just call the bell desk when it’s time to check out. We’ll pick up your luggage. I hope you enjoy your stay.

[ภาพ: bell carts with luggage and a hotel porter]

Answer the questions correctly.

1. Do you think the porter is a good staff?

   ---

2. How much is the water in the room?

   ---

3. What do you think “something” Mrs. Dalloway gave the porter means?

   ---

4. What does the porter do for the guest?

   ---

5. Is Mrs. Dalloway happy with the room?

   ---

6. If the guest likes to have breakfast in the room, what does she have to do?

   ---

Sometime you may hear these words; bellhop, redcap or bellboy. They have the same meaning as the word “porter”

[ภาพ: people queuing with baskets at a checkout counter]

Language Points

“Luggage” and “suitcase” mean the same. The difference is “Luggage” is uncountable so it’s always singular while “suitcase” is countable so you have 1 suitcase or 2 suitcase

[ภาพ: luggage — travel bags, backpack and an open suitcase]

Exercise

Exercise 1

Mr. Cooper is checking in at the hotel. Write G for Guest and R for Receptionist in the blank and rearrange the sentences in the correct order. The first one has been done for you.

………. ……… Good morning,sir. Can I help you?

………. ……… Sure.

………. ………. Could you spell that, please?

………. ………. Could you just sign here, please?

………. ………. Of course, with a balcony and the view of the sea, if possible.

………. ………. Thank you, sir. Here’s your key. It’s room 484 on the fourth floor. Would you like a porter?

………. ………. Good afternoon. I have a reservation. My name is Cooper.

………. ………. Thank you.

………. ………. I’ll just call him. Please wait here for a moment. I hope you have a good time staying with us.

………. ………. Thank you. Mr. Cooper. Yes, that’s a single room with a bath and a balcony for three nights.

………. ……….. Yes, Cooper. It’s C-o-o-p-e-r.

………. ………… Yes, please.

[ภาพ: “WELCOME TO OUR HOTEL!” — hotel staff standing at the entrance doors with luggage carts]

Reading

Read about Justin’s training in a hotel.

My name is Justin. Today is the first day of my training as a front desk officer. Here is Odette Swan, a guest service manager in the hotel. She tells me that a hotel is like a small city and the front desk is like city center. Guests always come and go there for many purpose. Taking care of their needs is a very important role of our jobs. Even though we are busy and sometimes guests are rude, we must stay calm and treat them with courtesy and patience. When we take a phone call, say the hotel name, your name, and “May I help you?”. When we transfer a call, press the hold button and say “Please wait” or “Hold on a moment”.

Another thing we should do is to guard the security of the guest. For example, when we give a guest a key, write the room number on a place of paper instead of saying it aloud.

Write T if the sentence is True and F if the sentence is False.

……….. 1. Justin is a front desk officer.

……….. 2. Sometimes the front desk is busy as guest always go there.

……….. 3. A hotel can be compared as a small city.

……….. 4. The front desk is a center of the hotel.

……….. 5. Guarding the security of guests is not the duty of the front desk officer.

……….. 6. Justin should press the hold button while transferring a call.

……….. 7. All guests are rude.

……….. 8. It’s alright to say the room number quietly.

[ภาพ: receptionist with glasses writing at a desk; guest with luggage talking to staff at a counter]

Speaking and Writing

Ask your partner for the information below and fill out this registration card. Use imaginary or real information.

Questions to help fill out forms.

• What’s your name? / May I have you name, please?

  ---

• What’s your nationality?

  ---

• Where do you come from? What country are you from?

  ---

• What’s your passport number/ ID card number/ car registration number?

  ---

• What’s the place of issue?

  ---

• Where was your passport/ ID card/ car registration issued?

  ---

• Why did you come here?/ What’s your purpose of the visit?

  ---

• Is there anything you need in particular?

  ---

• How would you like to pay?

  ---

• Would you like a city tour?

  ---

[ภาพ: hotel reception counter with receptionist and two guests]

Registration Card

Sunsmile Hotel

[ภาพ: reception counter with receptionist and guest] [ภาพ: student writing in a notebook]

Activity

In a small group, brainstorm with your friends then come up with a creative way to make the check-in process more impressive. Share your idea with the class.

Vocabulary

[ภาพ: woman in business suit pointing upward]

Unit 3 Food & Drink

Objectives :

• To know the types of food served in a restaurants.
• To understand how to make a restaurant reservation, welcome guests, take order, serve food, and take payment.

Warming up

Do you know these dishes and drink? Put them in the correct categories in the menu.

[ภาพ: apple strudel] Apple strudel

[ภาพ: tomato soup] Tomato soup

[ภาพ: sirloin steak] Sirloin steak

[ภาพ: coke bottles] Coke

[ภาพ: garlic bread] Garlic bread

[ภาพ: mineral water bottle] Mineral water

[ภาพ: penne arrabiata] Penne arrabiata

[ภาพ: strawberry sorbet] Strawberry sorbet

[ภาพ: red wine grapes] Red wine

[ภาพ: gilled pork] Gilled pork

[ภาพ: cesar salad] Cesar salad

[ภาพ: steamed coalfish] Steamed coalfish

[ภาพ: tiramisu] Tiramisu

[ภาพ: smoked salmon] Smoked salmon

[ภาพ: fruit juice jars] Fruit juice

[ภาพ: ice cream] Ice cream

ANGLIC TASTE RESTAURANY

MENU

Starters

Main Courses

Desserts

Drinks

[ภาพ: ice cream sundae, juice glass, beer mug, rice bowl with skewers, crab dish]

Listening and Speaking Dialog

Conversation A

[ภาพ: cartoon waiter holding a tray]

Richard: I’d like to make a reservation for two on Saturday night.

Waiter: What time would you like?

Richard: 7:30 p.m.

Waiter: We are not available at 7:30 Is 7:00 ok, sir?

Richard: Yes, that’s fine.

Waiter: Can I have your name, please?

Richard: Richard Smith.

Waiter: Ok, Mr. Smith. We’ll see you at 7:00 on Saturday.

Richard: One more thing, I want to see the night view of the city. Can I have a table near the window.

Waiter: Certainly, sir. I’ll book it as you request.

Richard: Thank you. Good bye.

Waiter: Goodbye.

[ภาพ: waitress and waiter carrying trays]

Answer the questions correctly.

1. Who is Richard calling in this conversation?

   ---

2. Where is Richard calling?

   ---

3. What time does Richard go to the restaurant on Saturday?

   ---

4. Does Richard have any special request for the dinner?

   ---

[ภาพ: restaurant scene with waiter and customers]

Conversation B

Waiter: Good evening, sir. Have you got a reservation?

Richard: Yes, the name’s Richard.

Waiter: Right, Mr. Smith. This way, please. Here’s your table by the window.

Richard: Thank you.

Waiter: Shall I take your coat, sir?

Richard: Yes, thank you.

[ภาพ: waiter serving guest at a table]

Waiter: Good evening, madam. Do you have a reservation?

Iris: I’m afraid I don’t.

Waiter: In that case, I’m sorry, we’re fully booked tonight.

Iris: Oh, dear!

[ภาพ: waiter talking to seated woman at restaurant table]

Answer the questions correctly.

1. Where does the situation in conversation B take place?

   ---

2. Why can’t Iris have dinner at the restaurant?

   ---

3. What have you learned room Iris’s experience?

   ---

[ภาพ: restaurant scene with waitress and customers at tables]

Language Points

[ภาพ: steak doneness levels — Rare, Medium Rare, Medium, Medium Well, Well]

Exercise

Exercise 1

Fill in the blanks with these words.

[ภาพ: cartoon fast food characters]

waiter: Are you 1__________ to order?

Margaret: Yes, let me see the 2__________ first.

Waiter: Would you like a starter?

Margaret: Yes, I would like a bowl of corn 3__________, please.

Waiter: And what would you like for a 4__________?

Margaret: I’d like a pan - fried salmon.

Waiter: Would you like anything to drink?

Margaret: Yes, I’d like 5__________ of Coke, please. Oh, and one 6__________ for dessert.

Waiter: 7__________ one corn soup, a pan-fried salmon, coke, and apple strudel, thank you.

After a while, the waiter comes back.

Waiter: Would you like 8__________?

Margaret: No, thank you. Just the 9__________

Waiter: Certainly. That’s $21.55.

Margaret: Here you are. Thank you very much.

Waiter: You’re 10__________ Have a good day.

Margaret: Thank you, the same to you.

[ภาพ: ice cream, drink cup and donut cartoon] [ภาพ: bowl of food cartoon]

Exercise 2

Fill in the blank using your own words.

Waiter: Are you ready to order, sir?

Customer: Yes, I’d like a steak, please?

Waiter: Certainly. Now__________?

Customer: Well done, please. And can I have it with baked potatoes instead of French fries?

Waiter: Of course. Would__________?

Customer: Yes, a mixed salad would be nice. Well, what’s the soup of the day?

Waiter: Today we have cream of mushroom, it’s very delicious.

Customer: Good. Ok, I’ll have that then.

Waiter: And what__________?

Customer: Do you have a local draught beer?

Waiter: No, I’m afraid not. We have only bottle beers.

Customer: Mmmmm…. So just a bottle of mineral water.

Waiter: Would__________?

Customer: Nothing else. Thank you.

Waiter: So that’s__________ Is that right?

Customer: Yes, thank you.

[ภาพ: waiters serving customers at tables in a restaurant]

Exercise 3

Types of Restaurants

Do you know these type of restaurant? Match the names of the restaurants with their definitions.

Types of Restaurants

1. __________ Bistro
2. __________ Brasseries
3. __________ Pizzeria
4. __________ Fast food
5. __________ Café
6. __________ Coffee house
7. __________ Pub
8. __________ Buffet

[ภาพ: restaurant storefronts]

Definition

a. A restaurant, bakery, or the like, where pizzas are made and sold.

b. A small, modest, European-style restaurant, or café.

c. An information restaurant offering a range of hot meals and made-to-order sandwiches.

d. A casual restaurant without table service that emphasizes coffee and other beverages; typically pasties and sandwiches are sometimes offered as well.

e. An unpretentious restaurant, tavern, or the like, that serves drinks, especially beer, and simple or hearty food.

f. A restaurant that offers a selection of food at a fixed price. Food is served on trays around bars, from which customer with plates serve themselves.

g. A restaurant that emphasizes speed of service. Operations range from small-scale street vendors with carts to mega-corporations franchise business.

h. A bar that sometimes serves simple food. (Known as Public House)

Reading

Read brief information about Apple Strudel and answer the questions.

Apple strudel (Apfelstrudel) is a traditional Vienese strudel a popular pastry in Austria and in many countries in Europe. A strudel is a type of sweet or savary layered pastry with a filling inside, that gained popularity in the 18th century through the Habsburg Empire (1278-1780). Austrian cuisine was formed and influenced by the cuisines of many different peoples (Turkish, Swiss, Alsacian, French, Dutch, Italian, German, Bohemian-Moravian, Hungarian, Polish, Croatian, Slovenian, Slovakian, Serbian, and jewish) during the many countries of the Austrian Habsburg Empire’s expansion. “Strudel” a German word, devices from the middle High German word for “whirlpool” or “eddy”.

[ภาพ: apple strudel on a plate]

Strudel is most often associated with the Austrian cuisine, but is also a traditional pastry in the whole area formerly belonging to the Austro-Hungarian empire in these countries, apple strudel is the most widely known kind od strudel. Appl strudel is considered the national dish of Austria along with Wiener Schnitzel and Tafelpitzl.

The oldest Strudel recipe is from 1696, a handwritten recipe housed at the Wiener Stadtbibliothek.

Are these statement true or false? Write T for True and F for False.

__________ 1. Strudel is a kind of pastry.

__________ 2. England also influenced Austrian cuisine during the Habsburg Empire.

__________ 3. The word “strudel” was a Viennese word.

__________ 4. Wiener Schnitzel is a traditional food of Austrian.

__________ 5. You can find the oldest strudel recipe at Wiener Stadtbiblothek.

__________ 6. The first recipe was printed in 1696.

__________ 7. Strudel is a traditional pastry of Austrian only.

[ภาพ: strudel roll]

[ภาพ: strudel slice served on a plate]

Read the article and match the definitions or meanings to the vocabulary given.

Generally hotels provide a wide range of food catering to respond to guests’ requirements. Banquet and catering trends could be varied according to the changing world. Buffet, Cocktail, and Chinese set are standing the popular parties most hotels offer. Here is an outstanding sample of hotel catering service.

The Ambassador Bangkok

Finding a reliable caterer is a challenge. That is where the Outside Catering Service from the Ambassador Bangkok comes in. We plan everything from creating delectable menus including vegetarian and Halal food, to selecting arrangements and organizing table setting. Everything is prepared with the Ambassador Hotel Bangkok’s commitment to fine style and great service.

We offer a great setting and catering expertise for wedding engagement parties, Buddhist ceremonies, social gathering and seminars ranging from 100 to 1,000 persons.

Notes

1. For food stall arrangements, coffee breaks and snack boxes a minimum of 100 persons is required.
2. For wedding and engagement parties, the hotel provides complimentary flower arrangement with the design and concept chosen by the host.
3. A transportation charge shall be dependent on distance of location.

Source : Adapted from the Ambassador Bangkok : http://www.amlet.co.th/catering

[ภาพ: hotel building illustration]

__________ 1. Banquet — a. a ceremonial cuisine party for many people.

__________ 2. Catering — b. a claim or demand.

__________ 3. Requirement — c. a call to take part in a contest.

__________ 4. Arrangement — d. providing food and services.

__________ 5. Challenge — e. preparation, management.

[ภาพ: Banquet Staff Members illustration]

Writing

Write a paragraph about your favorite restaurant. Explain why you like it and why you would recommend it to your friends.

Activity

Work in pair and study dialog A, B, C, and D then make up your own conversations according to the process of dining in a restaurant. Then practice with your partner and present it in front of the class. (You can choose dishes and drink in Sunsmile Taste Restaurant menu)

Vocabulary

[ภาพ: beer mugs toasting]

[ภาพ: food plate with chicken and rice]

[ภาพ: pudding dessert with whipped cream]

[ภาพ: fruit salad bowl]

[ภาพ: family dining at a table]

Unit 4 Hotel Facilities

Objective :

• To know facilities in the hotel.
• To identify facilities in the hotel.

Warming up

Look at the symbols. Put the word, under the correct symbols correctly.

[ภาพ: swimming symbol] [ภาพ: restaurant plate with fork and spoon symbol] [ภาพ: dumbbell symbol]

[ภาพ: parking “P” symbol] [ภาพ: air conditioner symbol] [ภาพ: wheelchair symbol]

[ภาพ: mini bar fridge symbol] [ภาพ: clothes hanger symbol] [ภาพ: children playground slide symbol]

Complete the sentences according to the symbols.

1. The first symbol is for the guests who are interested in__________
2. The second symbol is for the guests who look for the__________
3. The third symbol is for someone who loves__________
4. Old guests or the disable ones night look for the__________
5. In the bedroom, guests need some drinks or snacks from the__________

Look at these prohibition signs and match them with the phrase a-g.

[ภาพ: no parking sign] [ภาพ: no dogs sign] [ภาพ: no smoking sign]

[ภาพ: no photography sign] [ภาพ: no mobile phone sign] [ภาพ: no shoes sign]

a. No photography

b. No parking

c. No smoking

d. Turn off your mobile phone

e. Animal are not allowed

f. Take off your shoes

Listening and Speaking Dialog

Conversation A

[ภาพ: hotel reception counter with receptionist and guest]

Receptionist: Sawasdee ka. Good morning How may I help you?

Guest: Yes, I’d like to know when the swimming pool opens daily.

Receptionist: Thank you very much. I will go there after my breakfast.

Receptionist: It’s my pleasure.

Answer the questions correctly.

1. What does the guest need?

   ---

2. What time does the swimming pool open?

   ---

3. Does it open everyday?

   ---

4. When does the swimming pool close?

   ---

Conversation B

Guest: I’d like to do some exercise with my friends after dinner.

Receptionist: Ok. The fitness center is on the second floor of this building, sir.

Guest: Do we have to pay?

Receptionist: NO, sir. But it will close at 9 p.m.

Guest: Thanks.

Receptionist: You’re welcome.

[ภาพ: swimming pool seen from above with swimmers]

Answer the questions correctly.

1. Where is the fitness center?

   ---

2. Do guests have to pay for the exercise?

   ---

Conversation D

A: Good afternoon. Dara speaking. How can I help you?

B: Sure. I wonder what facilities your rooms have.

A: Well, our bedroom are furnished with standard facilities like mini bar, safety box, satellite TV, hot shower, 24 hour room services, etc.

B: Good. How about the hotel facilities?

A: We have 3 restaurants, 1 bar, 2 swimming pools, a fitness center, and spa service.

B: Do I have to pay extra for the gym?

A: No, it’s free for the guests but you have to make a booking in advance.

B: In case, I need to contract my company, where can I check mail?

A: At the business center, madam. You can also get secretarial service there.

B: That’s great. Thank you.

A: You’re welcome.

Answer the questions correctly.

1. What facilities in the bedroom are mentioned here?

   ---

2. What are the hotel facilities?

   ---

3. Is the business center provided for hotel guests?

   ---

4. What are the services provided in the business center?

   ---

5. Why does B call A?

   ---

[ภาพ: woman receiving a spa massage] [ภาพ: group of people in fitness clothing]

Language points

“There is” and “There are”

Prepositions of location

[ภาพ: bartender serving a customer at a bar]

Exercise

Exercise 1

Complete the passage with appropriate words.

[ภาพ: Hotel & Service icons]

there is — there are — on — at — next to

I love staying in this hotel during my summer holiday. 1__________ two swimming pools, one indoor and another outdoor. I e enjoy dining Chinese seafood cuisine which is 2__________ the top floor of the hotel. Fitness center is 3__________ the second floor. 4__________ the swimming pool. 5__________ also a spa.

Exercise 2

Put the following facilities into the correct column.

Fitness center — jacuzzi/ Whirlpool — Massage spa Swimming pool — Mini bar — Audio-visual equipment Copy/print service — Fax service — Welcome fruit basket Secretarial service — Satellite TV — Room service

[ภาพ: waiter and maid] [ภาพ: bathtub with bubbles]

Exercise 3

Rearrange these sentences into the appropriate conversation between the hotel staff and the guest.

__________ : Good to hear that. Thank you.

__________ : Well, I wonder what facilities I can use during my stay in the hotel.

__________ : Our hotel is the five star one so all rooms are furnished with standard facilities like Mini bar, satellite TV, 24 hour room service, WIFI access, etc.

__________ : Absolutely sir. The pool opens from 7 a.m. to 9 p.m.

__________ : Good. How about the business center? I sometime need to check e-mail from my company during my holiday here.

__________ : Absolutely, you can use the business center, free of charge. But you have to make a booking in advance.

__________ : That’s great. I love swimming in the morning. Is it possible for me to use the pool early in the morning?

__________ : It’s my pleasure.

[ภาพ: hotel corridor with room service staff]

[ภาพ: swimming pool with deck chairs]

Reading

Read the below article. Put T in front of the True statement and put F in front of the false ones.

Hotel Chandara

The Chanadara Hotel has 50 bedrooms with air-conditioning, internet access, ans satellite TV. The 50 seat restaurant serves international cuisine. The rooftop swimming pool is wonderful. Shops, spa, restaurants, and exchange bureau are available.

Disable facilities are provided throughout the hotel. Also, there are free shuttle to many places such as airport, train station, shopping malls, etc.

It is very convenient. Another interesting thing is the hotel offers Thai cooking class every week for free. Guests only have to make a reservation.

__________ 1. There are 150 bedrooms on five floor.

__________ 2. There are bedrooms with air-conditioning.

__________ 3. There’s the Internet access in all bedrooms.

__________ 4. There isn’t satellite TV in the rooms.

__________ 5. There are 40 seats in the restaurant.

__________ 6. There’s an exchange bureau.

__________ 7. There isn’t a swimming pool.

__________ 8. There aren’t any shops in the hotel.

__________ 9. Cooking classes are not free.

__________ 10. Going shopping in convenient.

__________ 11. There is Chinese food.

__________ 12. Disabled guests will be well taken care of

[ภาพ: girl with an idea, reading a book]

[ภาพ: hotel building with car and luggage]

Study this conversation carefully. Choose the correct answer.

A: I wonder if I could use the business center during my stay in this hotel?

B: Certainly, Madam.. It’s next to the lobby. We have a photocopier, an internet service, printer, wifi, etc.

A: That’s good. I’m a business traveler so I need to eat in my room if I come back late or feel too lazy to get up early in the morning.

B: No problem, Madam. Actually we have 3 restaurants and 1 bar. Snacks and drinks are provided in the mini bar of every bedroom. Moreover, we have 24 hour room service.

A: Excellent. I also like swimming and sauna.

B: Well, swimming pool open daily between 8 am. – 7 pm. And sauna between 10 am.–7 pm. But the fitness center opens between 7 am. – 9 pm. And the booking is needed in advance, madam.

A: Thank you very much for the information.

B: You’re welcome, madam.

1. Which one is the leisure facility of the hotel? a. Photocopier b. Swimming pool c. Business traveler d. Shutter bus
2. Which one is the bedroom facility? a. Mini bar b. Sauna c. Printer d. Internet service
3. Which one is the transportation facility? a. Fitness center b. Sauna and pool c. Restaurants d. Limousine service
4. Which one is the hotel service for guest’s meal? a. Room service b. Printer c. Photocopier d. Valet parking

Writing

Write a paragraph about your favorite hotel. Explain why you like it and why you would recommend it to your friends.

Activity

Work in a group of 5-6. Then

1. A few groups prepare the hotel facility symbols whereas the other groups find out the meaning of them.
2. Make a conversation asking for the hotel facilities.

Vocabulary

[ภาพ: การ์ตูนสุนัขกับตะกร้าดอกไม้]

Unit 5 Problem & Complaints

Objectives :

• To know guests’ problems.
• To understand how to deal with guests’ problems.

Warming up

Study these conversation carefully. (A problem of an unexpected event)

Conversation A

(A health problem)

A: Sawasdee ka. Nanthapond speaking. How may I help you?

B: I’m not feeling well. I need to see a doctor.

A: I’m sorry to hear that. What is wrong with you, madam?

B: I’ve got a stomachache this morning. It bedroom worse now.

A: Ok. I will call a doctor for you right now, Mrs. Kris room no. 4522.

B: Yes. And thank you very much.

A: Not at all.

Choose the best answers.

1. What does the guest need? a. Check in b. Making a reservation c. A doctor d. medicine
2. What is the guest’s problem? a. No room available b. Sickness c. No money d. Lost item

Listening and Speaking Dialog

Conversation A

[ภาพ: girl reading a book]

(A problem with a hotel service)

A: Excuse me, I think the towels in my room are not cleaned.

B: I’m sorry to hear that. I will change them immediately.

A: Thank you for your help.

B: It’s my pleasure.

Answer the question correctly.

1. What is the guest’s problem?

   ---

2. What does the hotel staff do?

   ---

3. Who is the hotel staff?

   ---

4. Do you think the guest is upset? why?

   ---

[ภาพ: businessman and businesswoman standing]

Conversation B

(A problem with a restaurant service)

Guest: I ’ve been waiting for my breakfast for quite a while already.

B: I’m so sorry to hear that. Let me check it right now.

Guest: Thank you.

B: You’re welcome.

Answer the questions correctly.

1. What is the guest’s compliant?

   ---

2. How does the hotel staff say?

   ---

3. Where is the situation?

   ---

Conversation B

(A problem with a hotel facility)

A: Well, I need to send an e-mail to my family. But the wifi connection doesn’t work.

B: I’m so sorry to hear that. But you need a password first.

A: Oh. I see.

B: Here it is, your password, madam.

A: Many thanks.

B: Not at all.

Answer the questions correctly.

1. What is the guest’s problem?

   ---

2. What is the solution for her problem?

   ---

Language Points

Dealing with complaints :

Complaints

• I have a problem with…………………….. — Ex. I have a problem with this key card.
• I wonder why………………………….. — Ex. I wonder why it is very noisy here.
• I’m looking for…………………………….but………………………………………….. Ex. I’m looking for my tea but the waiter brought coffee instead.
• I’ve been waiter for my breakfast for too long. Why?
• The television in my room doesn’t work property.
• The water in my bathroom isn’t warm.

Responses

• I’m so sorry to hear that. I will………………………………..immediately.
• We’re very sorry to hear that. We will…………………………………..right now.
• I’m extremely sorry to see that. I will……………………………………..straight away.
• I apologize for the inconvenience and I will………………………………..now.

Note : The hotel staff should add one of the following adverbs to show prompt response to the guest’s complaint.

[ภาพ: star-shaped bubbles with adverbs: Immediately, right now, instantly, Directly, now, Right now, promptly — และภาพพนักงานเสิร์ฟกับแม่บ้าน]

Exercise

Exercise 1

A: I lost my wallet when I was in the restroom this morning.

B: I’m so sorry, sir. Please tell me the story in details.

A: Well, after my breakfast I walked into the restroom and I think O left my wallet there.

B: Ok. I will check with the housekeeper right now.

A: Thanks.

B: In the meantime, could you please check the wallet in your room again?

A: Ok. I will.

B: Then I will inform you as soon as I can.

A: Thanks again.

B: You’re welcome.

Answer the questions correctly.

1. What is the guest’s problem?

   ---

2. What does the hotel staff say at first?

   ---

3. What is the hotel staff’s suggestion?

   ---

4. How does the hotel guest feel?

   ---

[ภาพ: housekeeping — แม่บ้านถือไม้ถูพื้นและรถเข็นอุปกรณ์ทำความสะอาด]

Complete the complaint dialog with your own words.

Hotel guest: I’m very upset with__________

Hotel staff: I’m__________

Hotel guest: The internet signal is very weak. I can’t use it properly.

Hotel staff: I will send the technician to your room right now. What’s your room number, Miss?

Hotel guest: __________

Hotel staff: I’m terrible sorry but it will be okay soon, Miss.

Hotel guest: Many thanks.

Hotel staff: __________

Hotel guest: I have a problem with__________It doesn’t work well.

Hotel staff: I’m__________

Hotel guest: Thank you very much.

Hotel staff: __________

Rearrange the conversation correctly.

__________ : Yes, I’d like to check in, please. It’s for Christopher.

__________ : Sawasdee krab. Good morning, Chandara hotel. How may I help you?

__________ : I’m sorry, sir. The check in can be done in the afternoon.

__________ : Ok. Thanks.

__________ : What? I need to do it now. I’m very tired. I need a rest.

__________ : I’m very sorry sir. You can have lunch in our restaurant first. And it will be the right time for check in.

__________ : Well, please enjoy our welcome drink at the lobby first. Then I will check your booking and prepare the check in process for you immediately.

__________ : You’re welcome.

__________ : No, I have already had my lunch on my flight. I’m so exhausted.

Reading

Study the guest complaint carefully, then answer the questions correctly.

Two years ago, my family and I booked a one night room at the Easter Hotel on the internet. The hotel is in Paris. We reserved a room for two adults and a child near the train station which we needed to go to very early the next day. We arrived late in the evening but when we got to the front desk and checked in, the receptionist at the front desk told us that our reservation gad a problem. Our room was taken by another family who had an unexpected flood in their room due to a broken pipe and there weren’t any more rooms available, so we should go to another hotel. It was the only solution for us. After two hours, a taxi took us to the other hotel. The location was excellent; wonderful views over the Sena river, and the Eiffel Tower. The hotel was much better than the first one and was not as problematic as we thought, but I wouldn’t recommend it because we had a hard time.

1. What is the guest’s problem?

   ---

2. Where did guest face the problem?

   ---

3. Why did he have the problem?

   ---

4. How did the hotel solve the problem?

   ---

5. How did the guests feel?

   ---

Read the passage and then put T in front of the true statements and put F in front of False ones.

[ภาพ: hotel guests at the reception counter]

To whom It May Concern:

I stayed in Romantic hotel in Pattaya, Chonburi for 4 nights last month. I booked the hotel online and thought I had secured a great price at $80 per night, plus tax. But when I checked out, my bill was $ 40 higher than I expected. When I looked at it closely, I found that there was a $ 10 per-night extra fee. I said I would refuse to pay, but my credit card was charged anyway. I was never told about this fee and I demand the refund immediately.

If it is not refunded promptly, I will dis put the chare with my credit card company and file a complaint to the Office of The Consumer Protection.

Please contract me at XXX (XXX-XXXX) to let me know when the resort fee will be refunded.

Sincerely,

Joy

[ภาพ: ผู้หญิงกอดอกหน้าตาไม่พอใจ]

[ภาพ: guests standing at hotel reception desk with luggage]

From the above put T in front of True statement and put F in front of False ones.

__________ 1. Joy wrote a complaint letter.

__________ 2. The hotel is too small for the guest.

__________ 3. The guest complained about the hotel service.

__________ 4. Joy complained about the fee she never expected to pay.

__________ 5. Joy needed some discounts from the hotel.

__________ 6. Joy stayed in the hotel for 4 nights last month.

__________ 7. The guest booked the hotel in person.

__________ 8. Joy needed the refund immediately.

__________ 9. The hotel would get in law trouble if Joy could not get the refund.

__________ 10. Joy was not happy with this hotel.

Writing

Write a paragraph about your favorite tourist destination. Explain why you like it and why you would recommend it to your friends.

Activity

Work in group of 2-3. Then write the conversation regarding the complaints about these topics.

1. Hotel equipments ; air conditioning, TV, bed sheets, etc.
2. Services ; laundry, postage, room service, etc.
3. Unexpected events ; headache, toothache, accident, etc.

Vocabulary

[ภาพ: เด็กชายหน้าตาโกรธ ควันออกหู]

[ภาพ: หมีการ์ตูนกอดอกทำหน้าโกรธ]

[ภาพ: หญิงสูงอายุกำลังโทรศัพท์ต่อว่าด้วยท่าทางไม่พอใจ พร้อมบอลลูนคำพูดว่างเปล่า]

Unit 6 Check out

Objective ;

• To know the check out process.
• To understand the check out process.

Warming up

Put the following words under the pictures correctly.

Check out     Mini bar     Bill     Credit card

[ภาพ: hotel invoice]

[ภาพ: credit cards]

[ภาพ: mini bar refrigerator with drinks]

[ภาพ: ป้าย “Check Out 12:00 hrs”]

Listening and Speaking Dialog

[ภาพ: hotel reception — พนักงานต้อนรับกับแขกสองคนพร้อมกระเป๋าเดินทาง]

Conversation A

A: I’d like to check out. This is my key card.

B: Did you have a good time with us, Ms. Sara?

A: Yes. The weather is too hot for me though.

B: Sorry to hear that. April is the hottest month here in Thailand. This is your bill. Please have a look.

A: It’s okay. Can I pay by my card?

B: Certainly, Ms. Sara. Please sign here.

A: Here you are.

B: Thank you very much and have a safe trip back home.

A: Thanks and bye.

Choose the best answers.

1. What does Ms. Sara need?

   a. A booking

   b. Check in

   c. Check out

   d. Complaint

2. How does she feel?

   a. Happy

   b. Exhausted

   c. Tired

   d. Bored

3. How does the guest pay for the room?

   a. Credit card

   b. Check

   c. Cash

   d. Debit card

4. What is the hotel staff position?

   a. Porter

   b. Housekeeper

   c. Front office staff

   d. Manager

Conversation B

A: Sawasdee ka. Good afternoon. How may I help you?

B: I’d like to check out. Here is my key card.

A: Just a moment, Miss. It won’t take long.

B: No problem.

A: By the way, did you have anything from the mini bar?

B: Just a mineral water.

A: Ok. Here is the bill. Please have a look. The total is 3,500 baht.

B: Ok. Everything is fine.

A: How will you pay, cash or card?

B: My visa. Here it is.

A: Thank you and please sign your name here.

B: Sure. No problem.

A: Good bye and hope to see you again.

B: bye.

[ภาพ: แขกยืนเช็คเอาต์ที่เคาน์เตอร์กับพนักงาน พร้อมกระเป๋าเดินทาง]

Choose the best answers.

1. What does the guest need?

   a. A booking

   b. Check in

   c. Check out

   d. Water

2. How much does she have to pay?

   a. 350 ฿

   b. 3,500 ฿

   c. 35,000 ฿

   d. 35,000$

3. How does the guest pay for the bill?

   a. Credit card

   b. Check

   c. Cash

   d. Voucher

4. What is the hotel staff position?

   a. Porter

   b. Housekeeper

   c. Front office staff

   d. Manager

5. What did the guest have from the mini bar?

   a. Cookie

   b. Chips

   c. Water

   d. Beer

6. When did the guest check out?

   a. At night

   b. In the afternoon

   c. In the morning

   d. Tomorrow

Language points

[ภาพ: แขกยืนอยู่หน้าเคาน์เตอร์ RECEPTION กับพนักงานต้อนรับ]

Exercise

Exercise 1

Look at the mini bar list and answer the questions carefully.

[ภาพ: Mini Bar List]

1. Where can you see the mini bar list?

   a. In the bedroom b. At the cinema c. Restroom d. Front desk

2. Where is it needed?

   a. Check in b. Check out c. During the stay d. Soon

3. If you have one Gin and two Rum, how much will you pay?

   ---

4. How much is it for one Peanuts and two Gummy bars?

   ---

5. What are the most expensive item on the list?

   ---

6. What are the least expensive item on the list?

   ---

Exercise 2

Match the sentences A to the responses B correctly.

Exercise 3

Rearrange the conversation correctly.

……………… What’s the item for.

……………… Here is your receipt, sir. Thank you.

……………… Good morning. May I help you?

……………… Yes, I’d like to check out now. My name’s Adams, room 312. Here’s the key.

……………… One moment, please, sir. Here’s your bill. Would you like to check and see if the amount is correct?

……………… That’s for the newspaper, sir.

……………… Can I pay with a traveler’s check?

……………… Here you are?

……………… Could you sign each check here for me?

……………… Sure.

……………… Certainly. May I have your passport, please?

……………… Have a safe trip home.

……………… Thank you. Goodbye.

[ภาพ: guest at hotel reception counter]

Exercise 4

Please have a look. — What is this item for? — We’d like to check out. How will you pay sir? — Enjoy your holiday, sir — Did you enjoy your stay here?

A: Sawasdee krab. Good afternoon. May I help you?

B: Yes, __________ Here is my key card.

A: Ok. Mr. Smiths. __________

B: Yes, we’re fine here.

A: Here is your bill. __________

B: Excuse me, __________

A: Well, it’s the laundry charge, sir.

B: Okay.

A: Please sign your bill here. __________

B: Cash.

A: The total comes to 5,500 ฿ sir.

B: Here you are.

A: Thanks and just a moment. Here is the receipt, sir.

B: Thank you.

A: You’re welcome. __________

[ภาพ: couple with luggage at hotel reception desk]

Exercise 5

Complete the check out conversation using your own idea.

A: Good morning __________?

B: I’d like to check out, please. __________

A: Well, __________

B: Yes, I enjoy the breakfast here. It’s good and delicious.

A: Thanks. I’m glad to hear that. This is your bill. __________

B: Everything is okay.

A: __________

B: Can I pay by my Master card?

A: Absolutely, sir. Please sign here.

B: Here you are.

A: Thank you very much. Have a nice holiday!

B: Thanks. Bye.

A: __________

[ภาพ: elderly couple with suitcase checking out at reception desk]

Reading

Receptionist: Good afternoon, sir. Are you checking out now?

Guest: Yes, sorry. I know we’re a few minutes late.

Receptionist: That’s no problem. It’s always really busy at the check out time anyway.

Guest: Oh, really. The last hotel we stayed charged us for a latr check out.

Receptionist: Sorry to hear that. How was everything?

Guest: The room was great. The beds were really comfortable.

Receptionist: I’m glad you liked it.

Guest: The kids were disappointed that the pool wasn’t open this morning, though.

Receptionist: I apologize for that. We can’t clean it any earlier than 9 am.

Guest: No problem. But we had a nice swim last night.

Receptionist: Would you like to pay by a credit card?

Guest: No. I’ll pay cash.

Receptionist: So the total comes to 6,000฿, including tax.

Guest: I thought it was 5,000 ฿ . that’s what they said yesterday when we checked in.

Receptionist: Yes, but there is a dinner expense on your bill.

Guest: Oh, I forgot. I’m sorry.

Receptionist: No problem.

After reading the dialog, answer the questions correctly.

1. When will the guest check out?

   ---

2. Did the guest enjoy staying in this hotel?

   ---

3. How much do they have to pay?

   ---

4. How do they pay for the hotel bill?

   ---

5. What do they complain about?

   ---

6. Are the guests satisfied with the hotel?

   ---

Writing

Write a paragraph about your check out process. Explain if it was pleasant or unpleasant.

Activity

Work in a group of 5-6. Then make a role about a hotel check out. Write the dialog first. Then perform in the classroom.

[ภาพ: students raising hands in a classroom with teacher]

Vocabulary

[ภาพ: couple relaxing on beach chairs under palm trees]

[ภาพ: guests with luggage at hotel reception desk]