ภาษาอังกฤษเพื่องานบริการโรงแรม

48 Unit 5 Requests and Services It’s my pleasure to help. A guest asks questions about making a phone call. O: Operator G: Guest O: Good morning. Switchboard. How may I assist you? G: Hello. I’d like to make an international call. How do I make an outside call? O: Just dial nine for a dial tone. Then dial the country code, area code, and finally the number you’d like to call. G: Gosh, that sounds really complicated. O: I suggest that you call the English operator. It’s 106. Don’t forget to dial nine first. G: Huh? I’m really confused now. O: I’ll put you through to the English operator, sir. G: Thanks. Will I be able to make a collect call? O: I think so. Just ask the operator to help you. G: Ok. I will Thanks. O: It’s my pleasure, sir. A guest calls the Front Desk to extent his stay. F: Front Desk Clerk G: Guest G: Hi, I was wondering if it would be possible to extend stay by two nights. F: Let me check, Mr. Walkers. Oh, it looks like all of our standard singles are taken tomorrow. G: What about other types of singles? F: Mr. Walkers, there is a deluxe single available. But we can only give it to you for one night. G: That would be fine. How much do you charge for it? F: It’s NT$ 4,688 per night, Mr. Walkers. G: Ok. And would you mind getting me a room at another hotel after that? F: Not at all. Just let us know when you’d like to change rooms tomorrow morning. We’ll send a bellboy up to help you out. G: Great.

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50 Unit 6 Directions Vocabulary 9. ATM 17. Escalator 1. Restaurant 10. Garden 18. Luggage storage 2. Bar 11. Crib available 19. Information desk 3. Outdoor swimming pool 12. Medical care 20. Currency exchange 4. Indoor swimming pool 13. Car park 21. Credit cards accepted 5. Gym 14. Mail 22. Shops 6. Jacuzzi 15. Lost and found 23. Pets welcome 7. Squash court 16. Elevator 8. Bicycle for hire

51 Vocabulary 1. Airport 2. Ferry 3. Bus station 4. Gas station 5. Hospital 6. School zone 7. U-turn prohibited 8. Do not enter 9. One-way traffic 10. Yield 11. Intersection 12. Road work 13. Rest area 14. Scenic area 15. Snow chains needed 16. Parking for the disabled

52 Unit 6 Directions The Fitness Center Is in the Basement A guest asks for directions. G: Guest F: Front Desk Clerk G: Excuse me. How can I get to the fitness center? F: It’s in the basement. You can take either the elevator or the stairs? G: I don’t think I’ll take the elevator. That seems a bit lazy. Where are the stairs? F: Go down this hall all the way to the end. They’re on the right. G: OK, Where is the basement is the fitness center? F: Go past the sauna turn right. The sings will direct you there. You can’t miss it. G: When does it close? F: It closes at ten o’clock sharp. Don’t worry. You still have plenty of time. G: Is there anything I should know about using the fitness center? F: Yes, please take a towel. And wear the appropriate exercise clothes. G: Is that it? F: The treadmill is out of order right now. Hopefully, it’ll be fixed by tomorrow. G: That’s OK. I want to lift weights. F: Well, we’ve got lots of those. Please don’t forget to put them back when you’re finished. G: I won’t. F: Alright then’ enjoy your workout.

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54 Unit 6 Directions I’d like to Do Some Shopping A guest asks about how to get to a department store. G: Guest F: Front Desk Clerk G: I’d like to go shopping. Are there any department stores around here? F: That depends. What kind of shopping would you like to do? Do you have something specific in mind? G: Not really. I just to go somewhere big, with lots of stores restaurants . . . You know, like a mall. F: I know just the place. And it’s within walking distance. G: Would you mind telling me how to get there? I’m not very familiar with this neighborhood. F: Certainly. (Gesturing) Turn right after you walk out of the hotel. Walk three blocks to Palm Street. G: What street is the hotel on? I can’t seem to remember. F: It’s on Beach Street, sir. Here, I’m going to give you a hotel name card. That way, you could take a taxi back if you get lost. G: Thanks. (He put the name card in this wallet.) What do I do once I get to Palm Street? F: Turn right at the traffic lights. You’ll see the Ocean Center Department Store on the left. It’s a huge white building. It’s beside the Milton Theater. G: The Ocean Center Department Store. I’ve got it. Thanks. F: No problem.

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56 Unit 6 Directions Checking Out the Sights A guest asks about places around the hotel. F: Front Desk Clerk G: Guest F: Hello, Mr. Jackson. How’s your stay going here at the hotel? G: The hotel is lovely. But to tell you the truth, I’m a little bored. Could you recommend some sights worth visiting? F: Sure, how about Mt. Shou, also known as Mt. Longevity? G: A mountain? That sounds tiring. F: Not really. It’s only 328 meters high. And once you get to the top, you’ll get a view of the whole city, including the harbor. G: Hmm. How do I get there? F: Take the bus. The bus stop is just down the street, across from the park. The bus ride takes about 25 minutes. G: I guess I get off the bus when I see the mountain, right? F: That’s right. But I’ll write it down for you in Chinese, just in case. (Looking up) Oh yeah, you might also want to check out Xizi Bay. G: Why’s that? F: It’s very scenic. And it’s gotten good reviews from some of our guests. G: OK, I’ll play it by ear. Thanks for all the help. F: Sure thing. Language Center

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Unit 7 Tour Planning C: I recommend a tour of G: Is there any place worth downtown Kaohsiung. seeing around here? G: It would be wonderful if you could help us plan C: Certainly, sir. I’ll see an itinerary. what I can do. C: Could you tell me what your budget is? G: It’s in NT$ 2,000 to G: Two days. We’re leaving NT$ 3,000 range. the day after tomorrow. C: How many days do you plan to spend here? 58

G: Yes, we’d like to visit the C: Do you have a specific National Palace Museum. place in mind? C: What time would you like G: No later than eight. to get under way? C: We’re going to see Taipei G: What’s time the first stop 101 first. It’s one of the on today’s tour? tallest building in the C: Yes, you will get a free world. G: Will lunch be included lunch and also some in the tour? refreshments in the world. afternoon. 59

60 Unit 7 Tour Planning Taking a city tour A guest asks the concierge about arranging tour. G: Guest C: Concierge G: My family would like to go on a city tour. C: Would you like us to arrange one for you, sir? G: Yes, please. If you could come up with an itinerary, that would be great. C: Well, tell me your interest and budget, sir. And then we can plan a tour to fit your needs. G: We’d like to see the city’s landmarks. We also want to sample some of the local snacks. C: We should be able to help you to arrange something like that. And will your family be interested in cultural activities? G: You mean like a festival? C: Right, there will be one with dragon dancing tomorrow evening. G That sounds interesting. Getting back to the city tour, how much will it cost? C: It’ll NT$2,000 per person, sir. The price includes a private car with driver who’s also an experienced tour guide. G: And when would it start? C: Most of our tours start at ten a.m. G: Ok. There are of us. C: I need you to sign up for it, sir. Could you fill out this form, please? G: Certainly

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62 Unit 7 Tour Planning It’s our anniversary A concierge recommends a restaurant to a guest. G: Guest C: Concierge C: How may I help you, sir? G: Tomorrow will be my fifth wedding anniversary. I’d like to take my wife to a nice restaurant. Can you give me some suggestions? C: May I ask what kind of cuisine you’d prefer? Chinese, French, Italian? Or, maybe you’d like to try something else? G: This is our first time here in Kaohsiung, so we’d like to try some local cuisine. We both like seafood a lot. C: Then, there’s a place by the river that serves good local food. In my opinion, It’s the best seafood restaurant in town. G: Oh, that sounds ideal. We will be around that area tomorrow evening. C: Should I go ahead and book you a table there. sir? G Would you? We’d like to eat at around six. That way, we’ll be able to enjoy the sunset. C: I’ll make sure you can sit by the window. G: You can read my mind. Does the restaurant serve alcohol? C: Yes, it does. Actually, they’ve got a nice selection of wine. G: Excellent! C: I recommend pinot blanc. It goes with fish perfectly. G: Thank you so much for your help (He hands the concierge a tip)

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64 Unit 7 Tour Planning Biking in Kaohsiung A concierge gives information on bike rentals. G: Guest C: Concierge C: How may I help you, Ms. Chen? G: I want to go to Qijin Island tomorrow. Is the ferry dock close to the hotel? C: Yes, it is. It only takes five to seven minutes by taxi. G: Could you tell me more about Qijin Island? C: Of course, most of the attractions on the island are near the dock. In fact, the main drag is only a few block long. G: I’ve heard that tourist can also rent bikes on the island. Is that right? C: Absolutely. You can even rent an electric bike. But don’t forget you’ll need your passport as a deposit. G: (Opening a map) What route do you suggest? C: People usually just go with the flow. G: Ok. Good advice. Is there anything else I should see there? C: The Mazu Temple is very historic. And make sure you try chua bing. G: What’s that? C: It’s shaved ice with fruit. Some people also get it with red beans. G: I bet that’ll be very refreshing, especially after a day of biking. Thanks for the information.

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Unit 8 Handling Complaints The shuttle didn’t come to I reserved a nonsmoking I specifically ordered a Hotel Clerk: pick me up at the airport. room, not a smoking one. room with a view. We’re sorry. If it’s OK with you, we’ll upgrade The remote control doesn’t I’m not able to use the phone The air conditioning is leaking you to a suite, with no work. in my room. water all over the floor. additional charge. The people in the The sheets on my I ordered room My laundry hasn’t Hotel Clerk: room next room bed don’t seem service half an been sent back yet! We apologize for the are too noisy. hour ago! inconvenience this causes. clean. We’ll get on it right away. Hotel Clerk: I’m the only at the Front Desk right now, but I’ll have it taken care of as soon as possible. 66

67 Unit 8 Handling Complaints What’s the matter with this hotel? A guest complains about his room. H: Housekeeper G: Guest H: Good morning. Housekeeping. What can I do for you, Mr. Wagner? G: I’ve heard that the facilities of your hotel are first-rate, but my room is not as nice as I expected. H: What seems to be the problem, Mr. Wagner? G: Well, the desk lamp is broken. And it’s so hot in here. Doesn’t this room have climate control? H: I’m very sorry, Mr. Wagner. It’ Room 842 right? G: Yes, it’s Bart Wagner, Room 842. H: Certainly, Mr. Wagner. I’ll send someone up immediately to fix the desk lamp. As for the room temperature, it’s usually set at 24 degrees Celsius. If you feel hot, you can use control panel to reset it. The control panel is next to the bathroom light switch. G: Oh, alright. A guest complains about the air conditioner in her room. H: Housekeeper G: Guest H: Good evening. Housekeeping. How may I help you today? G: Can you do something about the air conditioner? It’s making a strange noise. H: I’m so sorry ma’am. I’ll ask a maintenance worker to check it right away. Is your room number 1124? G: Yes, it’s 1124. (Hours later) G: The air conditioner is making a funny noise again, so I can’t fall asleep. Please do something. I really need to get some shut-eye. H: I’m terribly sorry, ma’am. If you’d like, we can move you Room 1126. It’s the room right next to yours. G: Well, it’s a bit inconvenient. But as long as there’s nothing wrong with that air conditioner, I’ll move.

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70 Unit 8 Handling Complaints We’ll send it up A guest calls Housekeeping. There are some problems with his bathroom. H: Housekeeper G: Guest H: Good evening, Mr. Levinson. Is there anything I can do for you? G: The sink in my bathroom is clogged, and I can’t flush the toilet. H: I’m very sorry about that, Mr. Levinson. We’ll send a plumber up as soon as possible. You’re staying in Room 626, right? G: Yes. Please make it quick. And while you’re at it, could you have someone bring me some clean towels and more soap? H: No problem, Mr. Levinson. We’ll send them to your room in a minute. A guest’s dinner has been delayed for an hour. R: Room Service Waiter G: Guest R: Good evening. Room Service. What can I get for you? G: My dinner! I ordered it over an hour ago, but it has not arrived yet. What’s going on down there? R: We’re terribly sorry for the delay. It’s Mr. Yang in Room 1212, right? G: Yes, that’s correct. R: I’ll check on it right away. (Moments later) Mr. Yang, your order is already on the way. We’re very sorry to have kept you waiting. G: This is the last time I order anything from Room Service. R: Mr. Yang, I’ve added a complimentary slice of cheesecake to your order. Once again, please accept our deepest apologies.

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72 Unit 8 Handling Complaints Clean up this mess A waiter serves a guest in the hotel restaurant. G: Guest W: Waiter H: Headwaiter G: Look what you’ve done to my shirt! You’ve spilled juice on it. W: I’m very sorry, sir. I’ll help you to get it cleaned up. G: I am not a person who normally gets upsets in public, but this is really annoying! (The headwaiter comes over to the table.) H: My name is James. I’m the headwaiter. I’d like to apologize for this mess. May I ask if you’re a guest at our hotel? G: Yes, I am. Why? H: Would you mind if I accompanied you to your room? G: You want to follow me to my room? That seems a little strange. H: If it’s not too much to ask, we’d like to change your shirt. G: What? H: That way, I’ll be able take this one to the Laundry Department and have it cleaned for you. G: I guess I have no choice. H: At the same time, your meal will be on the house. It’s the least we can do. G: Alright. Maybe you could also get me a shirt from your gift shop. I’ll need something to wear. H: Certainly, sir.

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75 Unit 9 Restaurant/Bar At Lisa's

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77 Unit 9 Restaurant/Bar Is my table ready? A guest calls the hotel restaurant to reserve a table. G: Guest H: Host H: Good afternoon. Savory Garden. How may I help you? G: I’m staying in room 2103. I’d like to make a reservation for October 25th. H: Of course. What time did you have in mind, Mr. White? G: What time do you serve dinner? H: Dinner is served from six to ten p.m. G: Hmm… Then I’d like to book a table for two at seven o’clock. H: Certainly, Mr. White. You have a table for two booked for seven on October 25th. Are there any special requests? G: Yes, my wife can’t stand the smell of cigarette smoke. And we’d prefer to have a quiet, intimate table in the corner. H: Certainly, Mr. White. We’ll take those things into consideration in arranging your seats. Thank you for calling. We look forward to serving you. G: Good bye. (Mr. and Mrs. arrive at the Savory Garden) H: Good evening. Do you have a reservation? G: Yes. For seven o’clock. The reservation is made under the name White. H: Yes, Mr. White. (Pauses) Didn’t you make a cancellation? Oh no Mr. Wilbur! I’m so sorry G: That’s alright. I hope my table’s ready. H: Don’t worry. Everything’s in order, Mr. White.

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79 Unit 9 Restaurant/Bar Working at the bar Mr. Diep waits at the bar for a table at the Savory Garden. G: Guest H: Host B: Bartender H: How are you this evening, sir? Do you have a reservation with us? G: No. Do you have a table for one available? H: Not right now. If you like to have a seat at the bar while you wait, I’ll let you know when your table is ready. G: How long do I have to wait? H: There should be a table available in half an hour, sir. G: That would be fine. The name is Diep. H: Alright, Mr. Deip. This way, please. (Mr. Deip sits down at the bar.) B: Long day at the office, sir. G: Yes, I’d like a scotch on the rocks. B: Coming right up. G: Do you have popcorn or peanuts –something I could snack on? B: (handing Mr. Deip some peanuts) You can order off the menu as well, sir. G: Alright, do you have Buffalo wings on the menu? B: Yes, we do. G: Then I’ll have a basket of six. B: Of course. (After a few minutes) B: Are you in the mood for another drink, sir? G: What do you have on tap? B: Guinness and Carlsberg G: Then I’ll take a large Carlsberg, please.

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81 Unit 9 Restaurant/Bar Taking a restaurant order Mr. Douglas arrives for dinner at his favorite restaurant. H: Host G: Guest S: Server H: Your table is ready, Mr. Douglas. It’s right over here. G: Sounds good. I’m really hungry. H: (Waits for Mr. Douglas to sit down) Here’s menu. Your server will be with you momentarily. G: Thanks. Oh, could you give me two menus? I’m expecting a friend. H: Of course. I’ll put the menu one here. (The server comes over.) S: Are you ready to order, Mr. Douglas? G: Well I guess my friend won’t be joining me after all. So, I’d like the garden salad to start. S: What kind of salad dressing would you like? We have Italian or Thousand Island. G: Italian. And I’m going to go with the sirloin steak for an entrée. S: And how would you like your steak cooked? G: Rare. S: The steak comes with your choice of a baked potato or mashed potatoes. G: I’ll take the mashed potatoes, please. S: Certainly. Let me repeat your order, Mr. Douglas. You would like a garden salad with Italian and a rare steak with mashed potatoes. G: Yeah, that’s right. (The server checks up on her guest.) S: Is there anything else I can get for you, Mr. Douglas? Some dessert, perhaps? G: No thanks - just the check, please.

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83 Unit 9 Restaurant/Bar Arriving at a restaurant and ordering food After arriving at the restaurant and you are seated, the first thing they will ask you is if you would like something to drink. What the waiter/waitress might say to you - Can I get you a drink? - Can I get a drink for you all? - Would you all like to order a drink now? - Can I start getting your drinks started for you? - What drinks would you like? How to reply to the waiter/waitress - I will have a coke a cola please. - I’ll have a glass of water thanks. - Still orange will be fine. - Can I have a glass of pure orange juice please? Conversation Waitress: Hello, I will be your waitress today. Can I get you both any drinks? Paul : Yes. I would like an iced coffee, please. Jane : And I will have the same please. Waitress: OK 2 iced coffees, here you are. Are you now ready to order your, or would you like a few more minutes? Paul : I think we are ready to order. I will have the chicken soup to start, and the steak with fries and the mixed vegetables. Waitress: How do you want the steak cooked rare, medium, or well done? Paul : I would like it well done, please. Jane : I do not want a starter. I would like to have the fried chicken with fries and a side salad please. Waitress: Your meals will be here shortly. Waitress: Here are your meals. If you need anything else just ask. Have a nice meal.

84 Unit 9 Restaurant/Bar Table setting Formal Table Setting This is the style of place setting you will see used at fine dining restaurants, formal events, and black tie weddings. Designed for a six course meal including an appetizer, soup, salad, a starch, a protein, and dessert, this setting employs more flatware and glassware than the other settings. Charger plates can also be used and should be placed beneath the serving plate. Casual Table Setting Commonly used at banquets and luncheons, this setting is also referred to as an informal table setting. It's a popular choice for wedding table settings and contemporary casual restaurants that want to elevate their dining room decor. This setting is similar to a formal table setting, but is designed for three courses instead of six. The flatware provided will be enough for a soup or salad, main course, and dessert.

85 Basic Table Setting This simple table setting is appropriate for all types of restaurants and casual events. You’ll commonly see it used in diners and family restaurants along with a placemat or a coffee cup. Using a basic table setting makes your guests feel welcome and ensures they have the utensils they need.

86 Unit 9 Restaurant/Bar Getting the bill/check When you want to pay, you can say - Could I have the check, please? - Can I have the check, please? - We’ll take the check. - Can I have my bill? - Can we have the bill, please? - Could we get the bill? - Could I have the bill, please? - I am ready for my bill. - Could we pay please? - I am ready to pay the bill. - I would like my check, please. Sometimes, you may also want to say - Do you accept credit cards? - Can we have separate checks? - We’re going to split the bill. - Are you paying together? Conversation Cashier: Can I help you? John : Yes, could I have the bill? Cashier: Of course. Here you are. John : Thank you. I am ready to pay the bill. Cashier: Of course, Sir. How would you like to pay, cash or card? John : By cash, please. Cashier: That will be $80, please. John : Here you are. Cashier: Thank you. Here’s your change and your receipt. John : Thank you.

87 Unit 9 Restaurant/Bar Paying conversation The customer eats in the restaurant of the hotel he lives. Now he has finished the meal and would like to pay. Conversation I Customer : Can I have the bill, please? Waitress : Certainly, I will get it for you. Would you like to pay now or shall I charge it to your room? Customer : I’d rather pay now, please. Waitress : I’ll be back with the bill. (Waitress brings the bill to the customer.) Waitress : That will be 36.74. Customer : Is service included? Waitress : Yes, that includes tax and 10% service charge. Customer : OK, here’s 40 dollars. You can keep the change. Waitress : Thank you very much. Customer : Thank you, good bye. Conversation II Customer : Can I have my bill, please? Waitress : Sure, here you are. Customer : How about the service, is that included? Waitress : Yes. Customer : Can I pay the bill with credit card? Waitress : Sorry, sir. We don't accept credit card. You’ll have to pay in cash. Customer : OK, here you are. Waitress : Here's your change. Customer : I'm sorry. How much was the total? Waitress : It came to 32 dollars Customer : I gave you 40 dollars, but you only gave me back 5 dollars. I think you short changed me 3 dollars. Waitress : Can I see your receipt please? Oh I'm so sorry. Here’s the rest of your change.

88 Unit 10 Business Center and Event Planning Doing office work Vocabulary 1. Fax machine 2. Laser printer 3. Scanner 4. Headset with microphone 5. Digital projector 6. Laptop 7. Paper shredder 8. Speakers 9. Photocopier 10. USB ports 11. PC Vocabulary 1. Scissors 2. Stapler 3. Eraser 4. Notepad 5. Paper cutter 6. Paper clips 7. Folder 8. Post-its 9. White-out 10. Tape 11. Highlighter 12. Marker

89 Unit 10 Unit 10 Business Center and Event Planning When does the business center open? A guest calls the Business Center. G: Guest B: Business Center Attendant G: I’m going to need to your Business Center. What are the hours? B: We’re open from seven a.m. to ten p.m., Monday through Friday, and from eight a.m. on weekends. G: Oh, you’ve got long hours. Where are you located? B: The Business Center is up on the 31st floor, near the entrance to the rooftop garden. (A few minutes later, the guest enters.) B: Good afternoon, sir. May I help you with something? G: Yes. I need to use a computer. B: Of course. G: Oh, I’d like to send a fax too. B: What would you like to do first? G: Let me use the computer first. I’ll need to type something up, print it out, and then fax it. B: Certainly. Please follow me. I’ll get you set up on a computer. G: Thank you. Do your computers have spreadsheet and presentation software? B: Yes. They have both functions. G: Great. And do you have any laptops to rent out? Mine just crashed? B: Yes, we do. Would you like us to help you get your laptop repaired? G: Could you? That would be great. B: Sure. I can get someone to take it to a computer shop nearby and have them take a look at it. But first, let’s get you a computer to use. G: Alright.

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91 Unit 10 Unit 10 Business Center and Event Planning I’d like to book a conference room. The hotel’s event planner arranges a meeting for a client. E: Event Planner C: Caller E: Hello. Event Planning Department. How may I help you? C: Hello. I work at BLI international, and we would like to host a meeting for about 30 people at your hotel. E: It would be our honor, sir. May I have your name, please? C: Oh, yes. It’s Conrad. E: Alright, Mr. Conrad. My name is Edward. Is this going to be a one-day meeting or will it include overnight accommodation? C: Actually, it’ll just be for one day. E: And what date would you like to book? C: April 12th. We’d like to go from nine a.m. to five p.m., with a catered lunch at noon. E: Let me see. Yes, April 12th is available. I’ll pencil you in, Mr. Conrad. C: Great! E: Our basic package for a 30-person meeting is NT$10,000. And a catered lunch will cost an additional NT$ 10,000 to NT$ 15,000. C: A few extra people might show up at the last minute. E: That’s not a problem. Our conference room has a capacity of 45. But it’ll affect the fee, Mr. Conrad. C: Of course. Right now, though, I just wanted to check the date with you and make a reservation. Can I get back to you tomorrow to discuss the details? E: Certainly. I’ll be in the office until six, Mr. Conrad. C: Thank you. Good-bye.

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93 Unit 10 Unit 10 Business Center and Event Planning Our son’s getting married The event planner arranges a wedding banquet. E: Event Planner C: Caller E: Event Planning. This is Edward speaking. C: Hello. My son is getting married, and we were thinking about having the banquet at your hotel. E: That’s wonderful! Congratulations! C: Thank you. E: May I ask your name, please? C: Yes, it’s Mary Toons. E: Very Good, Mrs. Toons. And what date would you like to host the wedding banquet on? C: October 22nd. E: Certainly. How many people will be participating in the banquet? C: I think there will be about 200 guests. So, I guess we’ll need 20 tables. E: We have one room available now, Mrs. Toons. It fits 15 to 25 tables, if you’re little over, it won’t be problem. C: Great! How many different menu options do you have? E: Mrs. Toons, we have three menus at NT$9,000, NT$12,000, and NT$16,000 per table. C: OK, I’ll have to ask my husband. One more thing - would you be able accommodate one or two vegetarian tables? E: Certainly, Mrs. Toons. Would you like to schedule a time to come in and work out the details? C: How about Friday afternoon at around two p.m.? E: That would be great. We’ll be expecting you this Friday at two, Mrs. Toons. C: Thank you. See you then.

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95 Unit 11 Paying the Bill How much is it? A guest walks up to the Front Desk. G: Guest F: Front Desk Clerk G: I’d like to check out. Could I have the bill, please? F: Yes, sir. May I ask your room number? G: It’s Room 832. F: Mr. Henley? G: Yes. What’s the total? F: It come to NT$3,580. Mr. Henley, here’s an itemized list: your suite, room service, outside calls, and the minibar. Please double-check to see if there are any errors. G: It looks fine to me. F: Very well. How would you like to pay, Mr. Henley? G: I’m paying in cash. Here you are. F: Thank you, Mr. Henley. Out of NT$4,000 (A moment later) Here’s your change, NT$420. G: Thank you. A guest has a problem with his hotel bill. G: Guest F: Front Desk Clerk G: I asked earlier for my bill to be prepared. How much will it be? F: Yes, Mr. Baker. It’s NT$2,070 altogether. G: NT$2,070? I thought it was NT$1,800. F: Well, Mr. Baker, we added a five-percent room tax and a ten-percent service charge. G: Oh, I see. Could I charge it to my company account? F: Certainly. Your secretary gave us the account number when she made the reservation. Please sign at the bottom of the page. G: (Mr. Baker signs the page.) Is that it? F: Yes, the invoice will be sent directly to your office. It should be there within five working days. G: Great. F: We hope to see you again soon, Mr. Baker. Good-bye.

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97 Unit 11 Paying the Bill There seems to be a mistake. A guest finishes his meal at a hotel restaurant. G: Guest C: Cashier G: I’d like to have a check, please. C: Yes, sir. The total is NT$1,000 even. How will you be paying? G: By credit card. Do you take MasterCard? C: Of course. Are you staying at our hotel? G: Yes, I’m. Why? C: Guests of our hotel receive a five-percent discount at any restaurant in the hotel. G: That’s nice. (He hands his credit card to the cashier.) (A moment later) C: Here’s your credit card receipt, sir. Please sign on the dotted line. G: (Frowning) There seems to be a mistake. C: Excuse me, sir. May I see your bill? G: Sure, here you go. C: Oops... The discounted amount should be NT$950 instead of NT$980. G: (Looking at the receipt) But didn’t have salmon. And what’s this? Apple juice? I didn’t have apple juice. I had iced tea. C: I think I might be mixing your bill up with another table’s. G: That’s OK as long as I get the right bill. C: I’m so sorry for the confusion, sir. Thank you for your patience. G: No problem.