ภาษาอังกฤษเพื่องานบริการโรงแรม

20212-2102 English for Hospitality ภาษาอั งกฤษเพื องานบริ การโรงแรม Making reservation Welcoming Guest กฎข้อทีสอง คแวแารมลงกทะับเรมกี ส่งวรขอละองทขตงอาํ สัวตงแสส่อปาสสรราสข:รึนารอยู่ ANW.

CONTENTS 20212-2102 English f PART 1-4 Part 1 or Hospitality Welcoming and Making reservation Part 2 Checking in/out and Tour Planning Part 3 Hotel Services Part 4 Leaving from hotel

CONTENTS UNIT 1 Phone Inquries 1 UNIT 2 Drivers, Doorman and Bellhops 12 UNIT 3 Reception 23 UNIT 4 Amenities 32 UNIT 5 Requests and Services 42 UNIT 6 Directions 50 UNIT 7 Tour Planning 58 UNIT 8 Handling Complaints 66 UNIT 9 Restaurant/Bar 75 UNIT 10 Business Center and Event Planning 88 UNIT 11 Paying the Bill 95 UNIT 12 Emergencies 102

1 Unit 1 Phone Inquiries Around the hotel Hotel Facilities 1. Swimming pool 2. Restaurant 3. Bar 4. Café 5. Business center 6. Fitness center 7. Sauna 8. Spa 9. Golf course 10. Tennis court 11. Conference room 12. Boutique 13. Drugstore 14. Beauty salon 15. Gift shop 16. Florist shop Hotel services 1. Room services 2. Massage 3. Facial 4. Babysitting 5. Car rentals 6. Tour information . 7. Wireless Internet access 8. Laundry and dry-cleaning

2 9. Currency exchange 10. Safe-deposit box 11. Baggage storage 12. Postal/parcel services 13. Secretarial services 14. Translation services 15. First aid 16. Airport shuttle bus

3 Unit 1 Phone Inquiries Tell me about the hotel The front desk clerk answer the telephone F: Front desk clerk C: Caller F: Hello. KHC Hotel. How may I help you? C: I’d like some information about your hotel? F: What would you like to know? C: First, how much are you single rooms? F: The rates vary depending upon the season and the type of single. They can range from NT$ 4,000 to NT$ 6,000. C: I see. Does that price include breakfast? F: Usually. There are some special offers that don’t though. C: Could you tell me about your facilities? F: We have a 30-meter pool, with eight lanes. We also have health center and spa. C: Great! What kind of restaurant do you have? F: We have a Chinese restaurant, a Japanese restaurant and buffet with both Eastern and Western food. C: When are they open? F: The Chinese and Japanese restaurants are open for lunch and dinner. The buffet serves three males a day. C: On more things, do you have a shuttle bus to the high speed rail? F: Yes. It runs every hour from 6 am. To 10 pm. C: Alright. Thank you. F: You’re welcome. If you need more information, please visit web site at www. khchotel. It’s very comprehensive. C: I’ve got it. Good bye. F: Good bye.

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6 Unit 1 Phone Inquiries Visiting Kaohsiung The front desk clerk handles a reservation. F: Front desk clerk C: Caller F: KHC hotel, how can I help you? C: I’m currently staying in Taipei, but I’m planning to visit Kaohsiung. F: When will you arrive, sir? C: On June 16th. Will there be any rooms available? F: Hold on, please. (After a second) Yes. We still have some rooms available. C: Great! I’d prefer a single room, nonsmoking, please. F: Alright, one single, nonsmoking room, C: What’s the rate for one night? F: It’s NT$2,700, plus 10% room tax. C: That’ll be fine. F: May I have your name, please? C: Tony Liao. And how can I get to your hotel from Kaohsiung Airport? F: Take the bus no. 69 or you could take taxi. It takes less than 10 minutes. C: Could you give your address, please? F: It’s 1 Songho road, Xiaogang district, Kaohsiung city. The phone number is 806-0505 and the area code is 07. C: What if my friend wants to drives me there? F: Take freeway 1 and exit at Zhongshan 4th road. Go along for four blocks and turn left on Hongping road. Are you with me? C: Yes. Then what? F: After three blocks, make a right on Boxue road. The hotel is one block down Boxue. You can’t miss it. C: Ok. I think I’ve got it. F: I could e-mail you a map, if you’d like. C: Thanks. That would be a lot of help. F: No problem.

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9 Unit 1 Phone Inquiries I’d like to make a reservation. The front desk clerk takes a call. F: Front desk clerk C: Caller F: Taipei Sheraton. May I help you? C: I want to book a double room. We’ll be in Taipei on January 22nd but I’m not sure how long we’ll stay. F: Ok. But we can only confirm a room for you from the 22nd to the 28th. After that, we’ll be fully booked. C: Fully booked? Why’s that? F: The Taipei International Film Festival will be getting under way. C: What if we want to stay past the 28th? F: I’m afraid we’ll be full. But we can always try to find another hotel for you. C: Thanks. And could you tell me how much you charge per night? F: NT$2,500 for a double. C: Does the room with a complimentary breakfast? F: Yes, a free breakfast buffet is included in the room rate. C: Alright. I want to make a reservation? F: May I ask who the booking is for, please? C: Mr. and Mrs. Smith. F: And how can we contact you? C: You can reach me at 0915-860-653. F: Ok. We’re looking forward to your visit on January 22nd, Mrs. Smith.

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12 Unit 2 Drivers, Doorman and Bellhops All pack different word for bag it 1. Suitcase 2. Duffel bag 3. Backpack 4. Briefcase 5. Cosmetic bag 6. Purse 7. Passport cover 8. Suit bag 9. Money belt 10. Overnight bag 11. Fanny pack 12. Luggage tag 13. Luggage lock 14. Luggage strap

13 Transportation 1. Bus 2. Train 3. Scooter 4. Limousine 5. Subway 6. Ferry 7. Canoe 8. Airplane 9. Helicopter 10. Riverboat 11. Gondola 12. Streetcar 13. Taxi

14 Unit 2 Drivers, Doorman and Bellhops Airport Pickup Mr. Hopkins comes out of the baggage claim area. He sees a man holding a Hull Arms Hotel sign. G: Guest D: Driver G: Hi. I'm Dan Hopkins. I have a reservation at the Hull Arms Hotel. D: Good afternoon, Mr. Hopkins. My name is Christian. I'll be driving you to the hotel. G: Great. D: Allow me to carry your bags, Mr. Hopkins. G: Oh, thank you. It's been a long flight. D: This way, please. The car is right over there. G: Good. (Moment later) D: I'll put your bags in the back, and then we'll be ready. (Getting into the car) D: We're all set to go, Mr. Hopkins. It'll be about a 20-minute ride to the hotel. Have you visited Taipei before? G: No, this is my first visit. D: If you like, I could point out some places of interest as we go. G: That would be nice. D: On your right is Taipei 101. It's one of the tallest buildings in the world. If you have some time, you might want to go up to the top. The view from up there is spectacular, especially at night. (Arriving at the hotel) D: Well, I hope you enjoyed the ride, Mr. Hopkins. A bellhop will help you with your bags. G: Thank you. (Handing Christian a tip) D: Thank you, Mr. Hopkins.

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17 Unit 2 Drivers, Doorman and Bellhops The bags are in the trunk A guest drives up to the front door of the hotel. D: Doorman G: Guest B: Bellhop D: Good evening. Welcome to the Hull Arms Hotel, sir. How may I assist you? G: I'm checking in. Here are the keys to my car. D: Do you have any bags in the trunk? G: Yes, three. D: Very well. The bellhop will take them into the Front Desk. G: Alright. Can you ask him to be careful with them? I have several fragile items inside one of them. B: (Coming over) Of course, sir. I'll take good care of them. D: Sir, I'm also going to get the valet to park your car in the garage. G: Do you have to pay for parking? D: No, parking is complimentary for our guests. (Gesturing) The Front Desk is right over there, sir. G: Yeah, I see it. (The bellhop brings the guest's bags to the Front Desk.) B: I could only find two pieces of luggage in your trunk, sir. G: Oh, sorry. There's also a suit bag on the back seat. That one's kind of important. B: Very well. I'll put these bags on a baggage cart. And I'll go back and get the suit bag while you're checking in. G: Sorry about that. B: No, not at all. I'll be back in a minute.

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20 Unit 2 Drivers, Doorman and Bellhops Time to leave A guest brings her bags to the lobby. B: Bellhop G: Guest B: How may I help you, ma'am? G: Yes. I'm going to take the shuttle to the airport. B: The 1:20 p.m. shuttle? G: Yes. B: OK. Would you like me to look after your bags until the shuttle arrives? G: Yes, that's very kind of you. B: It's my pleasure, ma'am. Let me take them over the storage area for you. I'll be right back with a claim tag. G: Great. (After a moment) B: Here's your claim tag, ma'am. I suggest you pick them up about ten minutes before the shuttle departs. G: Alright. Thank you. A guest asks the doorman about getting a taxi. D: Doorman G: Guest D: Good evening, madam. G: Good evening. I'd like to get a cab. Would you be able to hail one for me? D: There's no need for that, ma'am. We have a taxi stand right outside. G: But I'm in a hurry. D: There several taxis lined up in front of the hotel. G: Well, then I'm in luck. D: May I ask your destination? I don't think the driver can speak English. G: I want to go to the Longshan Temple. D: Of course. Please follow me, madam. G: Thank you.

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23 Unit 3 Reception

24 1. Cash 2. Jewelry 3. Diamonds 4. Crystal 5. Rare coins 6. Cameras 7. Antique 8. Important document 9. Gold 10. Travel’s checks 11. Passport 12. Credit cards

25 Unit 3 Reception Checking In Ms. Woods comes up to the Front Desk of the Chelsea Hotel R: Receptionist G: Guest R: Good afternoon, ma’am. Checking in? G: Yes. Am I too early? R: No, not at all. Do you have a reservation? G: Of course. It’s under the name of Anne Woods. R: Ms. Woods. Let me see. Here is it. You booked a single room and are going to stay for three nights, aren’t you? G: Yes, that’s right, from August 1st to August 4th. R: Would you please fill out this registration card? And I’ll need your passport too. G: Certainly. Here you are. R: Thank you for your patience. Your room number is 801. Here’s your key card. The bellhop will help you with your luggage. G: Thank you. By the way, my company plans to send people down here on business in the future. I’d like to know if we can get a discount. R: Long-slaying or frequent guest can get a special rate. It can range from 10 present to 30 present, depending on terms. G: I see. R: I’ll get our manager to call you. She’ll probably want to set up a time to explain the details. G: Alright. Thanks a lot. R: No problem. Enjoy your stay.

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27 Unit 3 Reception Put your valuables in the safe A guest calls the Front Desk, asking about the hotel safe. R: Receptionist G: Guest R: Front desk. What can I do for you today, Mr. Stopps? G: Well, my wife is traveling with a lot of jewelry. And to tell you the truth, we don’t feel secure leaving it in the room because there isn’t an in-room safe. R: I can understand that. Would you like to use the hotel safe? G: That would probably be a good idea. R: Then could you please bring your valuables to the Front Desk? G: The Front Desk? Doesn’t your hotel have a safe we could use by request? R: I’m sorry, but we don’t, sir. However, let we assure you that there’s nothing to worry about. Our safe is not only fireproof, but also guarded 24/7. G: Alright, that sounds fine. Do I have to prepare anything? R: No, you don’t. But we’ll need you to fill out some forms, including an itemized list of your valuables. G: Ok, that seems pretty easy. I’ll right down. R: I’ll see you in a few minutes. I hope this can help to put your mind at ease, Mr. Stopps. G: Oh, it helps a lot. Thank you. Language Center

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29 Unit 3 Reception You’ve got message G: Guest Mr. Smith checks his message. R: Receptionist G: This is Eric Smith, in room 105. Are there messages for me? R: Could you hole while I check, please? (A moment later) A fax came in for you this afternoon. Do you want me to bring it up? G: No, that’s not necessary. I’ll pick it up on my way out to dinner. R: Alright, and your secretary left a message earlier today. Your meeting with Mr. Brown tomorrow has been rescheduled. She’ll get back to you with the details. G: Mr. Brown? Ok, thanks. R: Mr. Donald also called. He wants to invite you to a cocktail party at his place. Please let him know if you’ll attend. G: I will. While I’ve got on the line, could you tell me how to retrieve my voice mail? R: Sure. If you see a flashing red light on your phone, pick up the receiver and dial three. Would you like to set a security code so that nobody else in your room can access your calls? G: No, that’s ok. I’m staying by myself. R: Very well. I’ll see you on your way out of dinner. G: Bye. .

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32 Unit 4 Amenities

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34 Unit 4 Amenities Let me show you around A Bellhop approaches a guest after he check in. B: Bellhop G: Guest B: Good afternoon, Mr. Chen. Welcome to the Lotus Hotel. Is this your baggage? G: Yes, that’s my stuff. B: Certainly, please follow me. I’ll take you to your room now. G: Thank you. B: My name is Jacky. It’s my pleasure to serve you. If you have any questions, please feel free to ask. (The elevator stops.) After you, Mr. Chen G: Thank you. B: (In the hallway) This way, please. Here’s your room, 1246. (Jacky opens the door.) Where should I put your baggage, Mr. Chen? G: Just put it on the bed. B: Certainly, Mr. Chen. May I introduce the guest room facilities now? G: Go ahead. B: The minibar is right over there, beside the TV. The remote control is on the TV. The bedside console enables you to control the radio and lights. There is an electric razor outlet in the bathroom, if you need it. G: (Looks in the closet) Is there any way I can get some more hangers? B: Of course. Just dial 11 for Housekeeping. G: Dial 11? Ok, I’ve got it. B: And there is a hotel brochure on the dresser. It includes a complete list of services and phone numbers. G: Thank you for the information. I appreciate it. B: You are welcome, Mr. Chen.

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37 Unit 4 Amenities Luxurious Beds The bellhop introduces in-room facilities to a guest. G: Guest B: Bellhop G: Could you briefly run over the facilities in the room? B: Certainly, Ms. Wu. This room is equipped with high-speed Internet access, an all-weather temperature control system, a 29-inch wide-screen TV, and a voice message system. G: Do you have direct dial service? I have to make a lot of calls, so I don’t want to bother the operator all the time. B: Yes, there’s an international direct dial telephone in your room. We’ll also give you a private phone number. G: Good. (Looking up) What’s that on ceiling? B: It’s a cigarette-detecting device. We have one in every nonsmoking room. G: A cigarette-detecting device? How does it work? B: It will sprinkle water automatically when it detects smoke and heat. G: Ok, I see. There must be something special about this bed. It looks luxurious. B: It is indeed. We give our guests only the best quality mattresses and comforters. We also use 400-thread-count sheets. G: The bedding sounds comfortable. I can’t wait to go to sleep. B: I hope you enjoy your stay at our hotel, Ms. Wu. G: I’m sure I will.

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39 Unit 4 Amenities A room with a view The bellhop shows Mr. Shaw around his room. G: Guest B: Bellhop G: Could you tell me about the facilities in this room? B: Certainly, Mr. Shaw. The executive suite comes with state-of-the-art business equipment, including a fax machine and a color laser printer. G: Am I able to videoconference through this room? B: Yes. A screen, projector, whiteboard, and other audiovisual equipment can be provided if you need them. We also have conference room. I can book one for you. G: That sounds good. Look at this view. I can see the river from here! B: Yes, the view from the room is particularly good. G: Oh, is there a full bathroom? B: I was just going to mention that. The bathroom has both a separate bathtub and an enclosed shower area. G: Is that a wet bar over there? B: Yes, it is. It’s fully stocked too. (Mr. Shaw sits down.) You’re sitting on a sofa sleeper, Mr. Shaw. It pulls out. G: Everything’s perfect! Thank you. B: It’s my pleasure. Let me know if you need anything.

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42 Unit 5 Requests and Services Vocabulary 11. Blanker 1. Hanger 12. Pillow 2. Clothes brush 13. Bathrobe 3. Dental floss 14. Toilet paper 4. Sewing kit 15. Razor 5. Comb 16. Towels 6. Hair dryer 17. Toothpaste 7. Slippers 18. Soap 8. Iron 19. Shampoo 9. Ironing board 20. Bath gel 10. Comforter

43 Vocabulary 1. Sweater 2. Pea coat 3. Dress pants 4. Suit jacket 5. Leather shoes 6. Blouse 7. Skirt 8. Vest 9. Scarf / Silk scarf 10. Slack 11. Tie 12. Gloves 13. Evening gown

44 Unit 5 Requests and Services Getting Assistance A guest calls housekeeping to make a request H: Housekeeper G: Guest H: Good morning. Housekeeping. This is Sally. How may I help you, Ms. Weeks? G: Well, I’d like to have an extra pillow. Could you also bring me a tube of toothpaste and more clean towels? H: Certainly. G: And the toilet paper is running out. H: I’ll have someone bring up those things right away. Is there anything else we can do for you? G: No, that’s everything. Sorry if it’s an inconvenience. H: It’s no inconvenience at all. G: Ok, thank you. H: You’re welcome. Good-bye, Ms. Weeks. A guest calls the Front Desk to request a wake-up call. F: Front Desk Clerk G: Guest F: Good morning. Front Desk. How may I assist you? G: This is Mr. Pullman in Room 1110. Could I have another fruit basket sent to my room tonight? F: Of course, Mr. Pullman. We’ll deliver one to your suite before 7:00 p.m. Would that be satisfactory? G: That sounds good. And I’d like to get a wake-up call tomorrow morning at half past six, please. F: Certainly, Mr. Pullman. Is there anything else I can do for you? G: No, thank you. F: I’ll arrange for your 6:30 a.m. wake-up call. Have a nice evening. G: You too.

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46 Unit 5 Requests and Services That won’t be a problem A guest calls the Laundry Department. L: Laundry Worker G: Guest L: Good morning. You’ve reached the laundry Department. How may I help you? G: Hello. It’s Ms. Janson in room 855. I have a suit jacket and some snacks that need dry- cleaning as soon as possible. I’d prefer not to leave them in a laundry bag outside my room door. L: I understand, Ms. Jason. I’ll send someone straight over to pick them up. G: That would be great. Do you think they’ll be ready by tonight? I’ll be attending an important business meeting first thing tomorrow. L: Yes, I think so. It’s still early. If we get things before ten a.m., the guests can have their laundry returned by eight p.m. the same day. G: Wonderful. Thanks again. L: It’s my pleasure, Ms. Janson. A guest gets prepared to check out. G: Guest F: Front Desk Clerk G: Hello. This is Mr. Macon. I forget my room number though. F: Oh, you’re in Room 4114, Mr. Macon G: Room 4114. I’ve got it. Anyway, I’m going to take the 11:30 shuttle bus to the airport, and I’d like someone to help me with my bags at about 11:00. F: Of course, Mr. Macon. G: Remind him to bring a cart. I’ve got a lot of stuff. F: Certainly, I will. By the way, are you going to check out via our computerized system, or are you going to check out at the Front Desk? G: Through your computerized TV system. F: Very well, Mr. Macon. Someone will be upstairs to help you with your luggage at 11:00. G: Thank you.

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