English for Hotel Work and Profession

17 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.

18 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? ………………………………………………………………………………………………………………………………………

First name Registration Card 19 Family name Sunsmile Hotel Accompanied by Cheque Nationality Cash Credit Card Passport number Car Registration number Purpose of the visit Date of arrival Date of departure Room number Special Requirements Payment Method

20 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 Cabinet = ตู้ Conference = การประชมุ Courtesy = มารยาท Drawer = ลน้ิ ชกั Escort = การคุม้ ครอง/ ไปเป็นเพอ่ื น Facilities = สิง่ อำนวยความสะดวก Hospitality = การต้อนรับ / การยินดีรับแขก Luggage rack = ช้ันวางกระเป๋าเดนิ ทาง Overseas = ต่างประเทศ Particular = พเิ ศษ Porter = พนกั งานยกกระเปา๋ Pricelist = บญั ชรี ายการสินคา้ Registration = การลงทะเบียน Requirement = ความตอ้ งการ Security = ความปลอดภยั Suitcase = กระเปา๋ เดนิ ทาง Vacancy = ห้องวา่ ง

21 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. Apple strudel Tomato soup Sirloin steak Coke Garlic bread Mineral water Penne arrabiata Strawberry sorbet Red wine Gilled pork Cesar salad Steamed coalfish Tiramisu Smoked salmon Fruit juice Ice cream

22 Anglic Taste Restaurany Menu Starters …………………………………………………………………………………. …………………………………………………………………………………. …………………………………………………………………………………. …………………………………………………………………………………. Main Courses ………………………………………………………………………………….. ………………………………………………………………………………….. ………………………………………………………………………………….. Desserts ………………………………………………………………………………….. ………………………………………………………………………………….. ………………………………………………………………………………….. ………………………………………………………………………………….. Drinks …………………………………………………………………………………… …………………………………………………………………………………… …………………………………………………………………………………… ……………………………………………………………………………………

23 Listening and Speaking Dialog Conversation A 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. 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? ………………………………………………………………………………………………………………………………………

24 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. 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! 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? …………………………………………………………………………………………………………………………………………

25 Language Points Points Waiter Guest Making a restaurant reservation Making a reservation Would you like to make a I’d like to make a reservation? reservation for…..on……at……. Asking about time and - What time would like? - 8.30 pm. number of guest - For how many, sir? - For……….(person) Booking confirmation - Your reservation is - We’ll see you at…….. of……on………… on……… Welcoming guests Asking a guest about a - Have you got a - Yes, the name’s…….. reservation reservation? - I’m afraid I don’t. - Do you have a reservation? Declining politely if the - In that case, I’m sorry, - That’s too bad. restaurant is full we’re fully booked tonight. Taking a guest to his/her - This way, please. - Thank you. table - Here’s your table. - Thanks. - Please follow me. - Sure. Offering help for a guest - Shall I take your coat, - Thank you. sir? - That’d be nice. - Would you like a high Thanks. chair for your kid? - Please. Thank you. - Allow me to put away your umbrella. Taking order and serving food Asking for order - Are you ready to order? - Can I see the menu - And what to follow, sir? please? - Would you like to order - What do you now? recommend? - What’s today’s special?

26 Points Waiter Guest - What’s the chef’s Taking orders - What would you like to special? drink? - I’d like…………. Asking about steak - Would you like anything - I’ll have the …………, to start with? please. Asking a guest for further - What would you like to - Can I have………….? request. have? - How would you like - Rare/Medium/Well Repeating a guest’s order. your steak, rare, medium done, please. or well done? Taking payment - Would you like anything - Not for the moment. Giving bill else? Thank. Asking about payment - Anything else? - I’m good. Thanks. method - Thank you. - So that’s………….. - Yes, thank you. - Let me repeat your - That’s right. order…………. - Here’s the bill. - How much is it? - The total is…………… - How much is the total? - Certainly, sir. We accept - Can I pay by a Visa/ all types of credit card. Master Card? - I’m sorry. We accept - Do you accept credit only…………….. cards?

27 Exercise Exercise 1 Fill in the blanks with these words. apple strudel soup anything else menu bill ready welcome main course so that’s a glass 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.

28 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.

29 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 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)

30 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”. 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.

31 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 ………….. 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.

32 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) ………………………………………………………………………………………………………………………………………………………… ………………………………………………………………………………………………………………………………………………………… ………………………………………………………………………………………………………………………………………………………… ………………………………………………………………………………………………………………………………………………………… ………………………………………………………………………………………………………………………………………………………… ………………………………………………………………………………………………………………………………………………………… …………………………………………………………………………………………………………………………………………………………

33 Vocabulary Accept = ยอมรับ Basil = ใบกระเพราะ Cuisine = ครัวอาหาร Derive = กำเนดิ จาก Draught beer = เบยี รส์ ด Dessert = ของหวาน Emphasize = เน้น Influence = อิทธพิ ล Main course = อาหารจารหลกั Modest = เรียบง่าย Pastry = ขนมอบ (แบบแป้งกรอบรว่ น) Savory = อาหารวา่ งรสเค็มหรอื เผ็ด Sirloin = เนื้อสันนอก Sorbet = ไอศกรมี ชนดิ ที่มีสว่ นผสมมาจากผลไม้ หรือไวน์กบั นำ้ เชอื่ ม Unpretentious = ไม่เสแสร้ง Sparkling = เปน็ ฟองเพราะอัดก๊าซ (ใชก้ บั เคร่อื งดืม่ ประเภทน้ำแร)่ Recipe = สตู รอาหาร Pan-fry = ทอดอาหารโดยใชน้ ้ำมนั น้อย

34 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. Children facilities Air conditioning Restaurant Laundry service Mini bar Parking lot Wheel chair Swimming pool Fitness center

35 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. 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

36 Listening and Speaking Dialog Conversation A 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. Answer the questions correctly. 1. Where is the fitness center? …………………………………………………………………………………………………………………………………………….. 2. Do guests have to pay for the exercise? ………………………………………………………………………………………………………………………………………………

37 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? ………………………………………………………………………………………………………………………………………………

Language points 38 “There is” and “There are” There are There is “There are” is used for “There is” is used for - Plural nouns - Singular nouns Example Uncountable nouns - There are many rooms. Example - There are a lot of hotels. - There is 1 room left. - There is water everywhere. Prepositions of location on At Next to “on” is used for a surface. “at” is used for a specific “next to” is used when something is beside - I live on the 6th floor. point. something else. - Don’t sit on the - He’s at the front - Don’t sit next to me. - The gym is next to carpet. desk. the pool. - I see something on - I’ll wait at the bus the ground. stop. - I’m at the gym.

39 Exercise Exercise 1 Complete the passage with appropriate words. 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 Leisure facilities Business facilities Bedroom facilities …………………………………………….. …………………………………………. …………………………………………. …………………………………………….. …………………………………………. …………………………………………. …………………………………………….. …………………………………………. …………………………………………. …………………………………………….. ………………………………………….. ………………………………………….

40 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.

41 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

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

43 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 Access = ทางเขา้ เช่ือตอ่ สญั ญาณ Disable = ไรส้ มรรถภาพ พิการ Exchange bureau = แลกเปล่ยี นเงนิ ตรา Facility = ส่งิ อำนวยความสะดวก Leisure = พักผอ่ น Massage = นวด Photocopier = เครอื่ งถา่ ยเอกสาร Valet parking = บรกิ ารจอดรถ Wheel chair = รถเข็น

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

45 Listening and Speaking Dialog Conversation A (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? ………………………………………………………………………………………………………………………

46 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? ………………………………………………………………………………………………………………………………………

47 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. Immediately right now instantly Directly promptly now Right now

48 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? ………………………………………………………………………………………………………………………………………

49 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.

50 ……….. : 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? ……………………………………………………………………………………………………………………………………

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

52 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.

53 Vocabulary Apology = การขอโทษ Apologize = ขอโทษ Appropriate = เหมาะสม Closely = ใกล้ชิด Complaint = รอ้ งเรยี น Complain = บ่น Discount = ส่วนลด Dispute = คัดค้าน/ รอ้ งเรยี น Problematic = เปน็ ปญั หา Right now = เดี๋ยวน้ี Suddenly = ทันทีทนั ใด Office of The Consumer = สำนกั งานคุ้มครองผู้บรโิ ภค Promptly = ทนั ทีทนั ใด Recommend = เสนอแนะ Unexpected = ไมค่ าดคิด Upset = อารมณ์เสีย

54 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 1…………………………………………. 2……………………………………… 3……………………………………………. 4………………………………………

55 Listening and Speaking Dialog 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. c. Check out 1. What does Ms. Sara need? d. Complaint a. A booking b. Check in c. Tired 2. How does she feel? d. Bored a. Happy b. Exhausted c. Cash 3. How does the guest pay for the room? d. Debit card a. Credit card b. Check c. Front office staff 4. What is the hotel staff position? d. Manager a. Porter b. Housekeeper

56 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. Choose the best answers. c. Check out 1. What does the guest need? d. Water a. A booking b. Check in c. 35,000 ฿ 2. How much does she have to pay? d. 35,000$ a. 350 ฿ b. 3,500 ฿ c. Cash 3. How does the guest pay for the bill? d. Voucher a. Credit card b. Check c. Front office staff 4. What is the hotel staff position? d. Manager a. Porter b. Housekeeper

57 5. What did the guest have from the mini bar? c. Water a. Cookie d. Beer b. Chips c. In the morning 6. When did the guest check out? d. Tomorrow a. At night b. In the afternoon Language points Points Guest Front Office Staff Check out Payment - I’d like to check out. - Just a moment, please. - Sorry, we’re a bit late on - Did you have anything Good bye checking out. from the mini bar? - Can I pay by Visa card? - Certainly sir. - Do you accept a Visa card? - How was your stay? - I’d like to pay by my Master card. - How would you like to - Everything is fine. pay, sir? - Good bye. - Bye and see you again. - I had a good time. Thanks. - Hope to see you again. - I enjoyed my stay. Thanks. - Enjoy your holiday. - Have a safe trip home.

58 Exercise Exercise 1 Look at the mini bar list and answer the questions carefully. 1. Where can you see the mini bar list? a. In the bedroom c. Restroom b. At the cinema d. Front desk 2. Where is it needed? a. Check in c. During the stay b. Check out 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? ……………………………………………………………………………………………………………………………….

59 Exercise 2 Match the sentences A to the responses B correctly. AB ……….. 1. I’d like to check out. This is the a. Thank you. key card. ………… 2. What is it for? b. Sorry, I will check it again. ………… 3. I think this bill is not correct. c. A snack from the mini bar. ………… 4. Can I have a late check out? d. Many thanks. ………… 5. How will you pay? e. Are you Mr. Smiths, room no.4325? ………… 6. How much is the total? f. 20 minutes, free of charge. ………… 7. Enjoy your holiday. g. By traveler’s check ………… 8. Have a safe trip home. h. It comes to 2,250 US$. 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.

60 Exercise 4 What is this item for? We’d like to check out. Enjoy your holiday, sir Did you enjoy your stay here? Please have a look. How will you pay sir? 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. …………………………………………………………………………………………………………………

61 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 : ……………………………………………………………………………………………………………………

62 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? ………………………………………………………………………………………………………………………………………..

63 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.

64 Vocabulary Absolutely = แนน่ อน Allow = อนุญาติ Amount = จำนวน ปริมาณ Belongings = สัมภาระสว่ นตัว Cloakroom = ห้องฝากกระเปา่ และเสอื้ ผ้า Cash = เงนิ สด Certainly = อย่างแนน่ อน Comfortable = สะดวกสบาย Delicious = อรอ่ ย Disappointed = ผิดหวัง Expense = ค่าใชจ้ ่าย Including = รวมทั้ง Satisfied = พงึ พอใจ Snacks = ของวา่ ง Total = จำนวนรวม Traveler’s check = เชค็ เดนิ ทาง

65 บรรณานกุ รม กฤษณี เรืองรตั นะ. (2550). English Speaking and Conversation for the Hospitality. กรุงเทพฯ: เจ.บ.ี พับลิชชง่ิ . กนิดา เสนีย์. English for Hotel. กรงุ เทพฯ: ศนู ยส์ ง่ เสรมิ วชิ าการ, 2559. _____________. ภาษาอังกฤษเพอื่ ธรุ กจิ การโรงแรม. แปลโดย ภทั รพร สหวฒั นพงศ์. กรุงเทพฯ: อนิ สปายร์, 2559 ลชี ัย ปญั ญาวงศง์ าม. ภาษาองั กฤษสำหรบั งานโรงแรม. กรงุ เทพฯ: พัฒนาวิชาการ, 2556 Mini bar List, สืบคน้ เม่อื วนั ท่ี 20 พฤษภาคม 2563 จากเว็บไซต์: https://palisadehotelyubacity.com/hotel-mini-bar-prices The Ambassador Hotel, สืบคน้ เมื่อวันที่ 15 พฤษภาคม 2563 จากเวบ็ ไซต์: http://www.amlet.co.th/catering Apple Strudel, สบื ค้นเม่ือวนั ที่ 15 พฤษภาคม 2563 จากเว็บไซต์: https://platedcravings.com/apple-strudel-recipe/ Registration card for hotel, สืบค้นเมอ่ื วันที่ 8 พฤษภาคม 2563 จากเวบ็ ไซต์: https://www.nathosp.com/product/nhrc5/hotel_forms Menu Card, สบื ค้นเม่ือวนั ท่ี 10 พฤษภาคม 2563 จากเว็บไซต์: https://www.pixtastock.com/illustration/25823518 Hotel Symbol, สบื คน้ เมอื่ วันที่ 12 พฤษภาคม 2563 จากเว็บไซต์: https://www.123rf.com/photo_11926270_hotel-resort-symbols- icons.html Type of streak, สืบค้นเม่ือวนั ที่ 15 พฤษภาคม 2563 จากเวบ็ ไซต์: https://www.dreamstime.com Hotel Facilities, สืบคน้ เม่ือวันท่ี 12 พฤษภาคม 2563 จากเวบ็ ไซต์: https://www.eslprintables.com/vocabulary_worksheets/travelling/at_the_hotel/H otel_Facilities_pictionary_3_798667 คำศพั ท์ทใ่ี ช้ในโรงแรม, สืบคน้ เม่อื วันท่ี 29 พฤษภาคม 2563 จากเวบ็ ไซต์: https://medium.com

66 ภาคผนวก