Book map
Unit

Function

Language

Vocabulary

1

Giving information about the hotel

Hotel types

Hotel types and locations

Hotel description

Adjectives used to describe
accommodation

Speechwork: the /h/ sound

Taking hotel enquiries
Choosing accommodation
2

Daily duties

Adverbs of frequency

Hotel jobs

Hotel jobs and
departments

Asking and answering about jobs

Language used for
describing jobs

Hotel departments

Small talk
Reading about hospitality industry

3

Dealing with booking enquiries

Room types

Describing accommodation in
Yosemite National Park in
California

Obligation/ No obligation

Speechwork; Linking words
together


Asking and answering about
room types

Definitions for hotel room
types

Offering an alternative

Public rooms

Short form

Replying a letter
4

Describing the hotel rooms

Room furnishing and
equipment

Reading the description about hotel
in Berlin

Language used to describe
hotel rooms
Sentence building

Finding the differences between the
rooms

5

Taking enquiries about room rates

Asking about room rates

Room rates

Taking the information about
Atlantic Hotel

Building a conversation about
room rates

Small talk
Writing an answer for an email
enquiring about room rates
Talking about room reservation

Room reservations (1)

Room chart of Royal Hotel

Useful language to take a
reservation
Taking reservation procedure

Making situational conversations
about booking rooms
7

Room reservations (2)

Speechwork: Saying
sentences related to the
topic

Currencies and countries in
the world
Explaining about room
rates
Speechwork: Saying
sentences related to room
rates

Reading about hotels in Midford

6

Bedroom objects

Listening a guest who want to
change his reservation

Useful phrases to write a(an)
letter/ fax/ email

Taking guest’s information by
reading the fax

Tips to write letters/ faxes


Review room types
Reservation form
Speechwork: Saying
sentences politely and
clearly
Types of correspondence
hotels use to contact
customers
Common abbreviations

Confirming/ Refusing a booking
8

Asking and giving directions

Prepositions of direction

Directions signs

Giving directions indoors

The Royal Hotel

Expressions for giving
direction

Hotel plan

Making a short paragraph about

directions
9

Registration card

Asking for registration details

Check –in phrases

Hotel check -in

Inquiries and answers you could
hear at the same time of check-in

Checking in procedure

Speechwork: saying the
phrases politely and clearly.

1


making responses to check –in
problem
10
Hotel facilities and
services

Services that three different hotels
have


Responding guests’ inquiries

Hotel facilities

Location of facilities

Icons

Asking and answering about hotel
facilities and services

Speechwork: Saying
sentences politely and
clearly

Writing a description of the hotel for
a guidebook
11

Servicing a room

Have something done

Chamber service

Small talk

Making up the room
procedure


Things a housekeeper is
responsible for

Items on the room
attendant’s trolley
Speechwork: Saying
sentences politely and
clearly

Making instructions to a room
attendant
12
Laundry service

Small talk between a guest and a
valet

Answering guest’s requests
politely

Making situational conversation

Useful sentences for
answering the guest’s
requests about laundry
service.

Care of linen
13

Miscellaneous services

Helping a guest who gets health
problem

Responing the guest’s
requests about
miscellaneous services

Small talk Special services offeref
by some hotels

Usage of “need”

Laundry items
Speechwork: Saying
sentences politely and
clearly

List of miscellaneous
services
Speechwork: Saying
sentences politely and
clearly

Replying a letter of requiring about
special services

Useful sentences for
answering the guest’s

requests politely

14

Handing on the phone

Telephone language

Telephone phrases

Using the telephone

Taking telephone messages

Responding the guest’s
requests politely and clearly

Speech work Saying the
phone number

Guide to telephone behavior

Speechwork: Saying
sentences politely and
clearly

Role play asking and asnwering the
phone, using the diagram
15


Taking a message effectively

Messages

Passing on the message when the
guest return

16

Rules for handing complaints

Dealing with complaints

Respondingto complaints
The Country Village Hotel
Reply a letter of complaints

Taking and passing on
telephone messages

Abbreviation used for
texting messages

Structure of complaints:
Guest complain something
missing; Guests require that
something needs doing;
Guests talk about accident;
Guest complain that
something hasn’t been done.


Adjectives used to
complain
Speechwork: Saying the
sentences in a sincere
apologetic voice.

17

Small talk

Useful expressions

Types of transport

Flight reservations

Flight timetable

Used for taking and making a
flight reservations

Speechwork: Saying
sentences politely and
clearly

Asking and answering about flight
reservation
18


Completing the giving directions

Verbs of movement

Verbs of movement

Giving directions outside

Asking for and giving directions

Prepositions of locations

Prepositions of locations

Language used for asking
and giving derection

Speechwork: Saying
sentences

2


19
Tourist information

Small talk between a tourist
information officer and a visitor

Making suggestions,giving

advice

Tourist attractions

enough/ too

Conference facilities

Useful language used to
answering an enquiry

Speechwork: Saying
sentences politely and
clearly

Useful phrases for currency
exchange

Currencies

Tourist activities

Reading about Hongkong and
Acapuco
Writing a short description of
London
20
Conference facilities

Introducing the services at the

Hotel Grande Bretagne, Athen and
Okura garden Hotel, Shanghai
Role play
Passage about Yorhside and
Humbershire

21

Tourguide information

Currency exchange

Role play a series of transactions

22

Checking out at Holiday Inn, Paris

Check out procedure

Check out phrases

Hotel check out

Small talk

I’ll

Speechwork: Saying
sentences politely and

clearly

Passage about guest check out

Methods of payment

Unit 1 HOTEL TYPES AND LOCATIONS
PRESENTATION
Choose one place where you’d most like to spend a two - week vacation.
Highlight the features of the place that you find attractive.
Work in pairs. Discuss these questions:
 Which of the place would you prefer to stay at?
 What do you think is the worst thing about each place?
 What do you think is the best thing about each one?
 If you wanted to experience the atmosphere of a country and
meet people, which place would be best?

VOCABULARY
Hotel types
1. Match the types of the hotel with the following descriptions:
1. Resort hotel
2. Motel
3


3. Commercial /Business hotel
4. Airport hotel
5. Luxury / Suite hotel
6. Conference / Congress hotel
7. Guest house / Budget hotel

a. It is built specially to provide service to motorists.
b. It is situated in a place where tourists like to stay, often near the sea.
Guests may stay for a week or two, and usually book in advance.
c. It provides accommodation for people going to or coming from other
countries, usually only staying for one night.
d. It is often situated in the town center, and provides accommodation for
traveling businessmen, staying only one or two nights.
e. It provides facilities for large meetings and conferences, with a lecture
theatre and exhibition facilities.
f. It provides low-price accommodation, usually on a small scale, for
holiday visitors or for long-stay guests.
g. It provides every facility a wealthy guest might need.
2. You are working at a travel agency. What type of hotel would you
recommend to the following persons?
Mr. Brown: I’d like to do business in your town and try to sell this new
washing machine.
Mrs. Jones: I’m flying from Helsinki to London in the evening and
would like to continue to Washington D.C. early in the morning.
Miss Roberts: I’m arranging the Annual Conference of British Hoteliers.
Mr., Mrs. Smith and 3 children: We are going by car to Rovaniami and
would like to stop somewhere for one night.
Mr. and Mrs. Eliot: We’d like to spend a week holiday at the seaside.

LISTENING
1. Study the list below, then listen to four guests talking about what
they think is important in a hotel. Tick () the area(s) that they
mention.
Guests
1
large room

4

2

3

4


small hotels
good facilities
friendly staff
near the town center
efficient service
2. The comments you heard were made by the people described
below. Listen to the tape again and try to match the comments to the
people who made them.
a  A successful French research scientist who is often invited to
speak at international conferences.
b  A retired banker from the USA.
c  The Sales Director of an export company in Turkey.
d  A travel writer for several British newspapers and magazines
who also presents a television programme on holidays and travel.

LANGUAGE FOCUS
1. Which adjectives can be used with which nouns? Tick () the
appropriate boxes.
room

view


staff

entertainment

spacious









gorgeous









superb










comfortable









marvellous









friendly










lively









2. Write the sentences to describe the hotels:
1. The Golden Gate Motel is very comfortable and friendly.
5


2. The Trans-Pacific Restaurant .................................................................
3. The Grand Continental.....................................................................
4. The Embassy Hotel...........................................................................
5. The Palma’s rooms …......................................................................
6. The Excelsior Hotel...........................................................................
3. Mention some examples in your neighbourhood of these different
hotel types:
A motel
A resort hotel
A congress hotel

A hostel

SPEECHWORK
The /h/ sound
Which word does not have the /h/ sound? Practice saying the words.
hotel

hospitality hours

housekeeper

happy

help

Find five words that does not have the / h/ sound. Then practice saying
them clearly

SPEAKING
1. What do you think the following people would require from a hotel?
a. Intercontinental airline staff on a break between flights.
b. A couple on the honeymoon.
c. A group of four student friends travelling in their summer vacation.
2. Make a note in pairs under the headings below, then compare your
notes with those of another pair. Discuss any differences.
location

comfort

value


a ____________

____________

____________

b ____________

____________

____________

c ____________

____________

____________

facilities

service

entertainment

a ____________

____________

____________


b ____________

____________

____________

c ____________

____________

____________

6


3. Giving information about the hotel.
Practice the conversation.
Receptionist: Royal Hotel. May I help you?
Guest:

Yes. I’m going on holiday with my family and I’d like
some information about your hotel.

Receptionist: Certainly, madam. What would you like to know?
Guest:

First, is it near the beach?

Receptionist: Yes. Our hotel is five-minute walk from the beach.

Guest:

Are there any facilities for a family with three young
children?

Receptionist: Yes, madam. We have a beautiful playground and a
spacious game room.
Guest:

Very good. Do I need to make a reservation?

Receptionist: Yes, madam. I suppose you should. This hotel is very
popular.
Guest:

I see. Could you possibly send me some details?

Receptionist: Certainly. Could you give your name and address?
Guest:

OK, Mrs. Wallace, 14 Station Road, London N6.

Receptionist: Yes, Mrs. Wallace. I’ll send them for you.
Guest:

Thank you for your help.

Receptionist: You’re welcome.
4. These people are making enquiries in an information bureau. Which
hotel would suit each person and why? Complete the conversations

and then practice with your partner.
GUEST 1
Guest:

I'd like you to book me a hotel.

Receptionist:

Yes, sir. What kind of hotel do you have in mind?

Guest:

The best hotel in town. My wife has never been in Vung
Tau before and I want this to be the holiday of a lifetime.

Receptionist:

...........................................................................................
...........................................................................................
...........................................................................................
...
7


GUEST 2
Receptionist:

Good morning, madam.

Guest:


Hello, I'm looking for a place to stay tonight....
somewhere not too expensive ... just Bed and
Breakfast for me and the children.

Receptionist:

........................................................................................
........................................................................................
........................................................................................
...

GUEST 3
Guest:

I'm passing through on business, and I need somewhere
to stay for a few nights. I'd prefer a hotel in the centre
of town.

Receptionist:

Yes sir - there's a hotel very near here where a lot of
businessmen stay ………….. It's called ......................
........................................................................................
........................................................................................
..

GUEST 4
Guest:


Can you recommend a nice hotel where we can stay
for a week in the summer . .. somewhere traditional...
on the sea front?

Receptionist:

Somewhere traditional. .. and with a view of the sea.

Guest:

That's right……….. you know, somewhere nice for a
week's holiday………... so that we can walk along the
beach whenever we want a bit of exercise…. . .

Receptionist:

.......................................................................................
.......................................................................................
.......................................................................................
...

GUEST 5
Guest:

We'd like somewhere outside town…….... somewhere
quiet. …………. with nice places for walking.

Receptionist:

Mm ... there are some nice hotels in Vung Tau. I've got

a brochure for one here. It's a lovely, peaceful place. It's
called................................................................................
.........................................................................................
.........................................................................................
8


..

READING
1. Read the hotel descriptions and match them to their star ratings.
one star ___ ; two star ___ ; three star ___; four star ___; five star ___
1

2

A degree of luxury is included at this level.
Public areas and bedrooms are more
spacious with quality furnishings and decor
and satellite TV. The en suite bathrooms are
fully equipped. A variety of services is
provided, such as porter service, 24-hour
room service, laundry and dry-cleaning.
Staff will have very good technical and
social skills, anticipating and responding to
guests' needs.

Hotels in this category provide
luxury and exceptional comfort.
The restaurant has a high level

of technical skill, producing
dishes
to
the
highest
international standards. Staff are
well trained in customer care and
are especially attentive, efficient
and courteous.

3

4

In this classification hotels are
typically small to medium sized and
offer more extensive facilities than at
the one-star level. Guests can find
more comfortable and well-equipped
accommodation, usually with an en
suite bath / shower room and color
TV. Hotel staff will offer a more
professional service than at the onestar level.

Hotels are usually larger and provide a
greater quality and range of facilities
than at the lower levels. All bedrooms
have a complete en suite bath / shower
room and offer a better standard of
comfort and equipment, such as a

direct-dial telephone, a hairdryer and
toiletries in the bathroom. Room
service is also provided and staffs
respond well to guests' needs.
5

Hotels in this category offer practical accommodation and are probably small
with a family atmosphere. Facilities and meals are simple. Some bedrooms do
not have an en suite bath or shower room, although maintenance, cleanliness
and comfort need to be of an acceptable standard.
2. Read the text again and underline examples of the following:
1. room facilities
2. hotel facilities
3. three adjectives used to describe hotel staff
4. five adjectives used to describe hotels
3. Look at the advertisements below.
9


Which hotel is:
an airport hotel?

...........................................

a commercial hotel?

...........................................

a luxury hotel?


...........................................

a motel?

...........................................

a tourist hotel?

...........................................

GOLDEN SANDS HOTEL

WAYFARER’S LODGE

The hotel for your holiday! 2
swimming pools, night club,
cabaret. On the edge of San
Cristobal , overlooking the beach.

On Highway 65, 34 kilometers north of
San

WHISPERING PINES

THE EXECUTIVE

Spacious 5 – star hotel with all
possible facilities for sport,
entertainment and relaxation. In the
heart of the mountains,

overlooking Bear Valley.

In the center of Arcadia City financial
district, overlooking the National Bank.
First – class business and conference
facilities.

Cristobal – top - quality accommodation
for travelers.

TRANSCONTINENTAL
Only 15 minutes from Arcadia Airport ( free courtesy coach)
Friendly and effective service

WRITING
1. Look at the information below about some people who want to spend
two days in London. Study the map and hotel advertisements and
decide where the people would probably choose to stay.
Mr and Mrs Arnold
Reason for trip: to celebrate 30th wedding anniversary.
Plans: shopping, celebration meal and perhaps a play in the
evening.
Jane Carr and Susan Yates (Art students)
Reason for trip: to visit art galleries.

.

Plans: go to Tate and National Gallery, evening - something lively?
10



Mr and Mrs Grant and children (8 and 10 years)
Reason for trip: special treat for children.
Plans: sightseeing-Buckingham Palace, Houses of Parliament,
British museum.
Key:

CROWN HOTEL
45 rooms
A friendly and reasonably priced
hotel situated near the river. The
Crown
has
its
own
bar,
restaurant, T.V. lounge and games
room. It offers good home
cooking and packed lunches can
be prepared on request. Single,
double and family rooms are
available
and most
have private
PRINCES
HOTEL
bathrooms.

32 rooms


1.
2.
3.
4.
5.
6.
7.
8.
9.
A.
B.
C.
D.


Madame Tussaud’s
Museum of Wax figures
British Museum
National Gallery
Houses of Parliament
Tate Gallery
Natural History and
Science Museums
Buckingham Palace
Princes Hotel
Crown Hotel
Plaza Hotel
Great Central Hotel
Shops or Department Stores




Theatres

PLAZA HOTEL
130 rooms
This elegant hotel provides superb
accommodation and
excellent
service. It is situated in a
fashionable area and within easy
reach of London's most famous
department store. The Plaza has a
sophisticated cocktail bar and
comfortable lounge where guests
can relax. All the rooms are twinbedded with color T. V., mini-bar
and private bath.

GREAT CENTRAL HOTEL
120 rooms

Less than two minutes from The Great Central is a luxurious hotel
the underground, this hotel ideally situated in the West End. Its
amenities include a choice of restaurants, a
makes an ideal base for ballroom, a beauty salon and the Palm
people visiting London on a Court Lounge where traditional afternoon
budget. The rooms are small teas are served. The bedrooms are
but comfortable and some attractively furnished and all have private
have
private

bathrooms. bathrooms and color T. V. Car hire,
There is a bar on the ground sightseeing tours and theatre seats can be
booked at the hotel reception.
floor and a disco for residents
and
nonresidents
at
weekends.
Guests
may
choose bed and breakfast or 11
full board.


1. I think Mr. and Mrs. Arnold would prefer to stay …...…………
because ……………………………………………………………..
……………………………………………………………….……..
2. The best hotel for Jane Carr and Susan Yates would be ……….
because …………….………………………………………………
…………………………………………………………………….
3. The Grants would probably choose ….………… because ……. .
……………………………….…………………………………….
…………………………………………………………………….

Unit 2 HOTEL JOBS AND DEPARTMENTS
PRESENTATION
Look at these four jobs in the hotel. Which one most you like to do and
why?
1. receptionist
2. restaurant manager

3. room attendant
4. bartender

VOCABULARY
12


1. Hotels can be organized in different ways, and the names of jobs and
departments vary from hotel to hotel. But there are certain
departments that you will find in most hotels.
Match the places with the words.
a. where guests make reservations, check in and check out.
b. where guests eat.
c. where guests drink alcoholic or soft drinks
d. where food is cooked.
e. where bills are added up and money matters dealt with.
f. the department that makes sure the hotel and the rooms are clean, and
that everything in the rooms is in order.
1. Housekeeping
2. Kitchen
3. Restaurant
4. Front Office or Reception
5. Bar
6. Cashier’s office

2. Look at the photos of staff at Le Meridien Shelbourne Hotel . Study
the job titles and then match each photo with a job.

1 Shaun


2 Niamh

3 Akoun

13

4 Kelly


5 Jimmy

6 Zita

7 Anita

8 Alex

9 Taki

10 Yashida

A: I’m a commissionnaire

B: I’m a sous- chef

C: I’m a waiter

D: I’m a bar person

E: I’m a poster


F: I’m a receptionist

G: I’m a waitress

H: I’m a chambermaid

I: I’m a management trainee

J: I’m a kitchen assistant

Now check your answers. Listen to the ten employees in Vocabulary 2
saying who they are.
You will hear ten names. Listen to the way the names are spelt and
repeat them.

SPEECHWORK

Linking words together

Listen and notice how a consonant sound at the end of a word is linked
to a vowel sound at the start of the next word.
Look at that! Breakfast in bed.
A: Bought it? B: No, caught it!
That’s

enough! Switch it off!

Now say the sentences, making the same links.
Example: How do you spell it?

14


LISTENING
Daily duties
1. Daria Farrell is the Assistant Housekeeper in the Bahama Beach
Hotel in the Caribbean.
Listen to the questions and answer.
1. What are SOs?
2. What are COs?
2. What do the housekeepers usually do if they have an SO? Listen
again and tick ( ) the phrases you hear.
1. Change the sheets
2. Use the computer
3. Check the soap
4. Change the towels
5. Clean the bathroom
6. Make the bed
7. Tidy the bedroom
8. Use air freshener
3. Darina talks about her working hours. Listen and answer the
questions.
1. How many days a week does she work?
2. How often does she work at the weekend?
3. When does she have some free time?
4. What hours does she sometimes work on Monday?
4. Listen to Darina and complete the notes.
1. She’s responsible for….....to…………chambermaids.
2. One of her main duties is to…………new staff.
3. She has a bleeper so that people……….. ………….her.

4. After the chambermaids have cleaned the rooms, she…………..that
everything is OK.

LANGUAGE FOCUS
1. Complete the sentences below with expression from this list.
looks after

duties

makes sure

include
in charge of
15

responsible for


1. The Switchboard Operator ……………….……… telephone calls.
She is …….…. directing calls to the correct department.
2. The Assistant Manager is …….………………………….… the
different departments of the hotel. He …………….…………… that the
departments work efficiently.
3.The Maintenance Engineer………………… hotel equipment. His
……… repairing machines used in the hotel.
4. The Food and Beverage Manager is …………………..……………….
the restaurants and bars. He is ………………… organizing the service
and I preparation of food, and for recruiting staff.
5. The Reservations Clerk ………………..…… room reservations. His
…………… recording reservations and informing other departments.

6. The Head Housekeeper is ………………...…….……..………...… the
Housekeeping Department. She …….……….. that the Floor Maids
and Room Maids do their work properly.
2. Say what these people do. Use this table below to help you. The first
one is done for you.
1. The chef works in the kitchen. He cooks the food.
The chef

He carries the luggage.

The waitress

all over the
hotel

The receptionist

in the bar

He takes guests to the right floor.

The porter

in the bedrooms

He cooks the food.

The cashier
The barman
The maid

The lift attendant

works

at the front
desk
in the lift
in the kitchen
in the restaurant

She cleans them.

She serves the meals.
She prepares the bills.
He serves the drinks.
She welcomes the guests.

3. Adverbs of frequency
Look at the examples and underline the correct option below.
Darian always works on Saturdays and Sundays.
She usually works from nine to one.
The hotel isn’t often busy on Tuesdays.
They sometimes work until three in the afternoon.
Darina hardly ever finishes early on Mondays.
She is never late for work.
We put the adverbs always, usually,
16 often, sometimes, hardly ever and
never before/ after the verb be and before/ after other verbs.



Make sentences, using adverbs of frequency to describe jobs in the
hotel.

SPEAKING
1. Imagine you are doing a hotel job (any hotel job you know about).
Ask and answer questions.
S 1: What do you do?

S 2: I (do something)

What’s your job?

I look after …..

What department do you work in?

I work in ….
I make sure that ….
I’m in charge of ….
I’m responsible for
….ing …

2. Have conversations about these situations.
Example:

My duties include ….

A guest would like to check out. She is in a hurry to catch a
train.


S1: Can I check out, please? I’m in a hurry to catch a train
S2: Certainly, madam. I’ll contact the Cashier right away.
1. A guest has knocked over a jug of milk in her room. She would like
someone to come and clean up.
2. A guest has some heavy luggage in his room. He would like someone
to carry it for him.
3. A guest has an important meeting this afternoon. He would like
someone to press his suit for him.
4. A guest would like to take the lift to his room. He cannot see very well
and needs help.
5. A guest wants to make a telephone call to the United State, but she is
not sure how to do it.
6. A guest notices that the air conditioning unit in her room is not
working. She would park in the hotel car park. He would like someone to
drive his car to like someone to come and repair it.
7. A guest’s car is the front entrance.
17


8. A guest wants to book two tickets for the concert tomorrow night. He
would like someone to help him.
3. Read the webpage below. Work with your partner to give the
statements related to Vanessa Perez

Example: Vanessa has worked at the hotel for a long time.

READING
1. Where do you think the article below is taken from?
a newspaper


a careers guide

a hotel brochure

2. Read the article again and answer these questions.
Find five jobs or areas of work that are mentioned in the text.
1. Why is the hospitality industry not always hospitable?
2. What responsibilities does a hotel manager have in a small hotel?
3. In what ways is the hospitality industry different from other industries?
4. Find three adjectives that describe a career in the hospitality industry.
18


WRITING
1. Use the table in Language focus 2 to write the sentences. The first
one is done for you.
1. The chef works in the kitchen. He cooks the food.
2. …………………………………………………………..
3. …………………………………………………………..
4. …………………………………………………………..
5. …………………………………………………………..
6. …………………………………………………………..
7. …………………………………………………………..
19


2. The Housekeeper is explaining to a new chambermaid what her
duties are. Select the most appropriate structure in the sentences
below:
1. You (mustn’t / don’t have to) smoke in the bedrooms.

2. You (don’t have to / shouldn’t) work at night.
3. You (should / don’t have to) have a twenty-minute break every two
hours.
4. You (don’t have to / must) make sure you are ready to start work at
8.15 a.m.
5. You (have to / shouldn’t) be finished by about 2 pm most days.
6. You (shouldn’t / don’t have to) make it clear you want a tip.

20


Unit 3 ROOM TYPES
PRESENTATION
Match the words and the phrases (a –f) with the pictures (1-6)
a. single room

d. family room

b. double room

e. en suite room

c. twin room

f. dormitory

VOCABULARY
1. Match these definitions with the words underneath.
a. A room occupied by one person.
b. A room with one large bed for two people.

c. A room with two single beds for two people.
d. A room with three single beds, or double bed and a single bed, suitable
for occupation by three people
e. A set of two or more rooms including a bedroom and sitting room.
f. A room with a 60 x 80 inch bed.
g. A room with a 78 x 80 inch bed .
h. A room with four or more beds, particularly suitable for a family with
children.
i. A room designed with special features to cater for the disabled guest.
j. Two or more rooms with a door to allow access from one room to
another.
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1. Suite
2. Family room
3. Twin room
4. Single room
5. King room
6. Connecting or adjoining rooms
7. Double room
8. Triple room
9. Queen room
10. Handicap room
2. Most hotels contain rooms which are used for purposes other than
accommodation. Match the rooms on the left with the purposes on the
right.
a. Banquet Room

1. for showing goods and products


b. Ballroom

2. for holding large-scale meetings

c. Reception Room

3. for dancing

d. Conference Room

4. for cocktail parties and social events

e. Exhibition Room

5. for large group eating a special meal

LISTENING
Dealing with booking enquiries
1. Listen to the three calls and complete the table.
The guest would like…

Why it’s not possible

1

The hotel is fully booked.

2
3

2. Put the phrases in the correct order to make sentences. Then listen
again and check.
1. please/ moment/ One
2. that night/ fully booked/ We’re
3. a double room/ I’d like to/ for two nights/ book
4. we don’t have/ left/ I’m afraid/ for those dates/ any double rooms
5. that week/ closed/ the hotel’s/ for those dates/ any double rooms

LANGUAGE FOCUS AND SPEAKING
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1 Asking about room types
*Guest:
Do you have

a room

for tonight, please (?)

Could I have

two rooms

for one night, please(?)

I'd like

for three nights, please (?)


*Receptionist:
a single or a double room?
smoking or non-smoking room?
standard or double room?
2. Answering questions:
*Receptionist:
- Certainly, sir / madam. I can give you a nice .…..... room on the
………. floor.
Or

- I'm afraid we don't have ...................available. But we can give
you ....................... (offer an alternative)
*Guest’s reply:
- That would be fine.

Or

- No, that wouldn't be suitable

3. Practice
Guest:

I'd like a single room with a view of the beach.

Receptionist: Certainly madam. We have a very nice room
overlooking the beach.
Guest:

That would be fine.


With a partner, make similar requests and answer them. Use these
ideas, or ideas of your own. A guest wants:
 a single room with a shower
 a double room with bath
 a triple room on the ground floor
 a double room with a view of the sea
 a twin room at the back of the hotel
 ………………………………….
If you CANNOT meet the guest's request, offer an ALTERNATIVE, like
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this:
Receptionist: I'm afraid we don't have a room with a view of the
beach. But we have a nice room overlooking the park.

4. Asking for the use of a PUBLIC ROOM: Look at this list of rooms.
Which of these places in the hotel would be suitable for the people
below?
an exhibition room

a sauna

a reception room

a conference room

a restaurant

a swimming pool


a ballroom

a cinema

a sports complex

a banqueting room

a bar

a tennis court

1. Mr. Alexis is the secretary of the Arcadian Lawyers Association. He
wants a place where lawyers can meet each other and listen to talks.
2. Salwa Al Arabi is the Sales Manager for a publishing company. She
wants a place where she can show new books.
3. Mr. and Mrs. Fox want to organize a dance for their daughter, for her
21st birthday.
4. Anna and Tom are getting married. They want a room where people
can meet after the wedding, have drinks and give speeches.
5. Mr. Cesare has three foreign visitors to his company. He wants to take
them for a good meal.
6. Mrs. Dupont runs her own company. She wants to arrange health-andfitness facilities for her employees.
7. Mr. Ho wants to organize a dinner for 150 members of the Hong
Kong Lions Club.
5. Work with a partner. Use the prompts to practice dealing with
booking enquiries. Take turn to be a guest and a receptionist.
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Guest requests:
 family room for 2 nights
 single room for April 7
 table for 12 for lunch tomorrow
 conference room
 deluxe room for 2 nights
 meeting room from May 14 through May 18
 twin for 4 nights from March 15
Receptionist:
 no family room available
 fully booked
 wedding party
 hotel closed
 deluxe room available
 no meeting room available
6. Work in pairs. Read the reservation form and role play a dialogue
between a guest and a receptionist.
Hotel Dubrovnik

Customer reservations

Arrival date
Departure date

16 March
18 March

Room type
Guest’s name


Single, non- smoking
Tony Jamieson

Telephone number
Room rates

(00 44) 023 4582 9583
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READING
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