english for hotels & guesthouse owners

English for Hotel & Guesthouse Owners

Unit 5 Room Amenities

What are room amenities? What does the word “amenities” mean?

Room Amenities 2

On the next slide - I want you to get into groups and make a list of all the amenities that your group can find.

Vocabulary

TELEVISION TELEPHONE COFFEE TEA GUESTS BOTTLE FRIDGE WONDER

THERMOS ICE ICEED WATER SOFT DRINKS SODA WATER CANS REFRIGERATOR DRINKING WATER

Phrases

Is there……………? Are there…………….? I wonder if you have………..? In the room. That’s great! Certainly sir / ma’am Sorry, sir / ma’am Free of charge.

Types of amenities Beds triple-sheeted Non-allergenic foam or down pillows Whirlpool bathtubs and separate shower with brass raindrop

showerheads Plush terry bathrobes Oversized bath towels Hairdryer Bathroom telephone Dual-line telephones for modem or fax connection at desk and

bed Speaker phone at desk Personalized voice mail system Fax machine available on request Cable TV with remote control High speed Internet connectivity via the 32-inch TV and infrared

keyboard or via the telephone line

More Amenities E-mail facilities via the TV Full guest services via the TV including hotel account

status on-demand video, express checkout Private safe with personal code Bar and refrigerator in suites Coffee maker, coffee and tea Iron and ironing board Pet Policy: service animals for people with disabilities Complimentary Valet Parking In Room Movies Safe Deposit Box at Front Desk Cribs and roll-aways available Complimentary bottled water in the rooms Lighted magnifying make up mirrors

Hotel Anagrams

1. RPECTOEIN 2. ROMO SEVRICE 3. HEOTL FLICTAEIIS 4. ABR MNEU 5. FTNSIES CNRTEE 6. HTISOLATPIY 7. CECHK UOT 8. RAI CDINONOITNIG 9. WEILSRES ITNENERT 10. PYA PRE VEIW MIOEVS

Hotel Anagrams 2

11. BIESUSNS SRCIEVES 12. LGAGUGE 13. HTEOL SCVRIEES 14. TUEORSR PSERS 15. WKAE PU CLAL 16. CRA PKAINRG 17. LAOCL AINMETEIS 18. VBUALELAS 19. PNESRAOL BGONELNGIS 20. EGNMECERY EIXT

Hotel Anagrams 3

21. FRIE ARALM 22. MNII RAB 23. OD NTO DTRISUB 24. HESKUPENIEOG 25. HTO BVGEAERES 26. SPIWE CRAD 27. DTUY MNGAEAR 28. TIWN BDES 29. RYD CALINENG 30. EONJY YUOR SATY

Hotel Anagram Answers 1 & 2

1. RECEPTION 2. ROOM SERVICE 3. HOTEL FACILITIES 4. BAR MENU 5. FITNESS CENTER 6. HOSPITALITY 7. CHECK OUT 8. AIR CONDITIONING 9. WIRELESS INTERNET 10. PAY PER VIEW

MOVIES

11. BUSINESS SEVICES 12. LUGAGE 13. HOTEL SERVICES 14. TROUSER PRESS 15. WAKE UP CALL 16. CAR PARKING 17. LOCAL AMENITIES 18. VALUABLES 19. PERSONAL BELONGINGS 20. EMEGENCY EXIT

Hotel Anagram Answers 3

21. FIRE ALARM 22. MINI BAR 23. DO NOT DISTURB 24. HOUSEKEEPING 25. HOT BEVERAGES 26. SWIPE CARD 27. DUTY MANAGER 28. TWIN BEDS 29. DRY CLEANING 30. ENJOY YOUR STAY

Sentence forming

There is hot water free of charge

are ice

iced water

soft drinks

soda water

cans of soft drinks

Dialogue 1

แขก: Is there a refrigerator in the room?

พนั�กงานัอนัรั�บ: Certainly, ma’am. We also have a television and telephone.

แขก: Is there hot water?

พนั�กงานัอนัรั�บ: Yes, ma’am.

Dialogue 2

แขก: I wonder if you have a hot water thermos in the room?

พนั�กงานัอนัรั�บ: Yes, sir. We also have coffee and tea for our guests.

แขก: What about drinking water?พนั�กงานัอนัรั�บ: There are two bottles in

the fridge free of charge.แขก: That’s great. Thank you.

Unit 7Hotel Facilities

• Look at the following picture

• Decide what facilities this hotel might have to offer its guests.

Facilities

Typical Facilities

• Concierge Service• Dry Cleaning /

Laundry Service• On-Site Business

Center• Wake up service• Daily newspaper• Wheelchair Access• Medical Service

• Childcare• Complimentary Shoe

Shine• Currency Exchange• Translation Services• Safe Deposit Boxes• VIP Assistance • Wireless Internet

(Available in Meeting Space) 

Vocabulary

• Restaurant• Second• Floor• Tour agent• Desk• By / next to• Front door• Coffee shop

• Sauna• Pool• Lobby• Second• Serve• Book• Breakfast• karaoke

Vocabulary 2

• Parking lot• Beauty salon• Traditional massage• Internet service• Ground

• First• Second• Third• Fourth• Fifth• And so on

Phrases

• At the desk by the front door.

• It’s next to the coffee shop.

• It’s between the pool and the lobby.

• It’s by the pool

• Where do you serve breakfast?

• Where can I book tours?

• Oh, really?

Sentence forming

The restaurant is on the ground floor

karaoke first

parking lot second

beauty salon third

traditional massage

fourth

internet service

fifth

Dialogues 1 & 2

แขก: Where do you serve breakfast?

พนั�กงานัอนัรั�บ: In our restaurant on the second floor, sir.

แขก: Where can I book tours?

พนั�กงานัอนัรั�บ: Well, you can talk to our tour agent at the desk by the front door, sir.

Dialogue 3

แขก: Do you have a swimming pool?

พนั�กงานัอนัรั�บ: Yes, ma’am. It’s next to the coffee shop. We also have a sauna.

แขก: Oh, really? Where is it?

พนั�กงานัอนัรั�บ: It’s between the pool and the lobby.

Unit 9Currency Exchange

Exchange Rate•What is the exchange rate

right now in Thailand?•Now much is $100 U.S. in

Thai Baht?

Foreign Exchange Rates as of August 16, 2007

Weighted-average Interbank Exchange Rate = 34.358 Baht/US dollar

1. Average Counter Rates Quoted by Commercial Banks

(Baht per 1 Unit of Foreign

Currency)

Country CurrencyAverage Buying Rate

Average Selling Rate Sight Bill Telex Transfer

USA USD 34.1315 34.2276 34.4535

Great Britain GBP 67.5956 67.7768 68.5129

EURO EUR 45.6624 45.7812 46.3341

Japan (100 Yen) JPY 29.2276 29.3109 29.7592

Hongkong HKD 4.3517 4.3675 4.4186

Malaysia * MYR 9.4121 9.4449 10.1992

Singapore SGD 22.1113 22.1769 22.5256

Brunei BND 22.1295 22.1883 22.5723

Philippines PHP 0.7187 0.7226 0.7532

Indonesia (1,000 Rupiah) IDR 3.3346 3.3658 3.9371

India INR 0.7753 0.7843 0.9038

Switzerland CHF 27.8945 27.9680 28.3475

Australia AUD 27.5020 27.5819 28.0767

New Zealand NZD 23.5200 23.6005 24.0753

Pakistan * PKR 0.5446 0.5453 0.5879

Canada CAD 31.4205 31.5159 31.9715

Sweden SEK 4.8575 4.8762 4.9418

Denmark DKK 6.1323 6.1519 6.2300

Norway NOK 5.7252 5.7451 5.8223

China CNY 4.4981 4.5089 4.5554

* Averaged from few commercial banks

Vocabulary

• Dollars• American dollars• Room rate• Exchange rate• US$• HK$• AUS$• S$• CAN$

• EURO• POUND• YUAN• YEN• RINGGIT• PHP• RUPIAH• NZ$• CHF

Dialogueแขก: How much is your room rate for a

single?พนั�กงานัอนัรั�บ: It’s 400 baht for a room with a

fan and 600 baht with air, sir.แขก: What’s the exchange rate today?พนั�กงานัอนัรั�บ: American dollar?แขก: Yes.พนั�กงานัอนัรั�บ: It’s forty-three thirty-eight

baht per dollar today.แขก: I’ll take the room with a fan. How

much will that be in dollars?พนั�กงานัอนัรั�บ: One moment, please. About

nine dollars.

Unit 11Unit 11Giving DirectionsGiving Directions

Vocabulary Vocabulary cross ... straight on opposite near next to between behind in front of crossroads, junction signpost traffic lights

blocks meters renew half a kilometer on your left on the right go straight on (until you come

to ...). turn back./Go back. turn left/right (into ...-street). go along ....

PhrasesPhrases Take the first/second

road on the left/right It's on the left/right. At the end (of) On / at the corner (just) around the corner Excuse me!

There’s one across the street.

Walk down the street. Walk up the street. How do I get to ...? What's the best way to ...? Where is ...?

Places Places

• Car rental agency• Airport entrance• Bank• Immigration office• Post office• Hospital• Bus station

• Police station• Grocery store• Market• Foreign exchange• Bookstore• Restaurant

Kinds of FoodKinds of Food• Italian

• Mexican• Thai

• Chinese• Japanese• Indian

• Seafood• Korean

Dialogue 1Dialogue 1

แขก: Excuse me. Is there a bank near here?

พนั�กงานัอนัรั�บ: Yes, sir. There’s one across the street.

แขก: That’s great. And where’s a car rental agency?

พนั�กงานัอนัรั�บ: Well, there’s one about half a kilometer from here. Walk down the street for three blocks. The car rental is next to Seven-Eleven on your left.

Dialogue 2Dialogue 2

แขก: I need to renew my visa. Where’s the immigration office?

พนั�กงานัอนัรั�บ: Oh, it’s about 200 meters on the right of the airport entrance.

Dialogue 3Dialogue 3

แขก: Excuse me. Is there a seafood restaurant near here?

พนั�กงานัอนัรั�บ: Well, yes. There’s one on the corner of 2nd avenue and Pine Street. About one block down second avenue on your left.

แขก: Thank you.

พนั�กงานัอนัรั�บ: You’re welcome, sir.

Unit 15Unit 15Saying “No” PolitelySaying “No” Politely

Unit 15Unit 15Saying “No” PolitelySaying “No” Politely

Vocabulary Vocabulary

Check Ring Phone Manager Sorry

Fax Letter Fax Machine Confirm Flight

Phrases Phrases

I’m very sorryLet me check with the manager.I’m afraid we can’t do that.May I have the guest’s name?We have no guest under that name.Sorry. We don’t have one here.

Phrases 2Phrases 2

Can you ring / phone room 444 for me?

Can you confirm a flight for us?Can you tell me where I can find

one?

Dialogue 1Dialogue 1

I need to fax this letter. Do you have a fax machine?

I’m very sorry, ma’am. We don’t

Can you tell me where I can find one?

One moment, ma’am. Let me check with the manager.

Dialogue 2Dialogue 2

Can you confirm a flight for us?

Sorry, sir. I’m afraid we can’t do that, but the travel agent next door can help you.

Dialogue 3Dialogue 3

Hello, can you ring room 434 for me, please?

May I have the guest’s name, please?

Benedict. Mr. Charles Benedict.

One moment, please. Uh…. I’m sorry, ma’am. I’m afraid we have no guest under that name.

Unit 18Hotel & Guesthouse Rules

• Check-out• Usually• Noon• Welcome• Lobby• Afraid• Smoking• Allowed• building

• Regulation• Joiner• Necessary• Security• Reasons• I.D. card• Stay on• Leave• Till

Vocabulary

• Our check out time is usually at noon.• You may stay until 2.• You’re most welcome to use our lobby.• I’m afraid you can’t smoke in the lobby.• Smoking is not allowed in the building.• It’s our regulation.• Please register your joiner.• It’s for security reasons.• May I see your joiner’s I.D. card?• My plane doesn’t leave till ……….. .• Come on

Phrases

I’m sorry. Smoking Is not allowed in the room

Cooking

Drinking

Loud music

Eating durian

Sentence Formation

Sentence Formation 2

I’m afraid you can’t smoke here

park

leave your luggage

hang your laundry

wash your car

แขก: I was wondering if I could stay on until 4 o’clock.

พนั�กงานัอนัรั�บ: I’m sorry, sir. Our checkout time is usually at noon, but you may stay until 2.

แขก: Well, my plane doesn’t leave till 6.

พนั�กงานัอนัรั�บ: You’re most welcome to use our lobby.

Dialogue 1

พนั�กงานัอนัรั�บ: Excuse me, sir. I’m afraid you can’t smoke in the lobby.

แขก: Really?พนั�กงานัอนัรั�บ: I’m sorry, sir. Smoking is

not allowed in the building.แขก: Come on.พนั�กงานัอนัรั�บ: I’m really sorry. It’s our

regulation.

Dialogue 2

พนั�กงานัอนัรั�บ: Excuse me, sir. Please register your joiner.

แขก: Is that necessary?พนั�กงานัอนัรั�บ: Yes, sir. It’s for security reasons.แขก: Alright.พนั�กงานัอนัรั�บ: May I see your joiner’s I.D. card?แขก: Here you are.

Dialogue 3

Unit 19 Unit 19 Handling ComplaintsHandling Complaints

VocabularyVocabulary

• Problem• Check• Wrong• Carefully• Report• Manager• Maid• Send• Cleaned

• Camera• Video-camera• Wallet• Purse• Mobile phone• Ring• Bracelet• Necklace

Phrases Phrases

• What seems to be the problem, sir?• Let me check with the maid.• I’ll see to it right away.• Is there anything wrong?• Have you checked carefully?• Let me report it to the manager.• You’d better hurry……….

Dialogue 1Dialogue 1

พนั�กงานัอนัรั�บ: What seems to be the problem, sir?

แขก: I sent three shirts to be cleaned but only two came back.

พนั�กงานัอนัรั�บ: Let me check with the maid for you.

แขก: Can you hurry please? I’m leaving in 5 minutes.

พนั�กงานัอนัรั�บ: I’ll see to it right away, sir.

Dialogue 2Dialogue 2

พนั�กงานัอนัรั�บ: Is there something wrong, madam?

แขก: My watch is missing from my room.

พนั�กงานัอนัรั�บ: Have you checked carefully, madam?

แขก: Yes, I have.

พนั�กงานัอนัรั�บ: I’m real sorry. Let me report it to the manager.

Unit 20Emergency Service

Unit 20Emergency Service

Vocabulary Vocabulary

• Take • Doctor• Call• Immediately• Opposite• Head• Badly

• Take • Doctor• Call• Immediately• Opposite• Head• Badly

• Hospital• Nearby• Terrible• Drugstore• Aspirins• Pharmacy

• Hospital• Nearby• Terrible• Drugstore• Aspirins• Pharmacy

Conditions Conditions

• Bleeding

• Headache

• Stomachache

• Toothache

• Diarrhea

• Food poisoning

• Fever

• Bleeding

• Headache

• Stomachache

• Toothache

• Diarrhea

• Food poisoning

• Fever

Phrases Phrases

• What’s the mater?

• What’s wrong?

• I’ve been vomiting.

• I’m allergic to MSG.

• I have a fever.

• Would you like to go to the doctor?

• What’s the mater?

• What’s wrong?

• I’ve been vomiting.

• I’m allergic to MSG.

• I have a fever.

• Would you like to go to the doctor?

Phrases 2 Phrases 2

• Is there a drugstore nearby?

• Is there a pharmacy close by?

• Of course, they do!

• Do you think they have aspirin?

• I have a terrible toothache.

• Yes. There’s one near the guesthouse.

• Is there a drugstore nearby?

• Is there a pharmacy close by?

• Of course, they do!

• Do you think they have aspirin?

• I have a terrible toothache.

• Yes. There’s one near the guesthouse.

Dialogue 1Dialogue 1

พนั�กงานัอนัรั�บ: What’s the matter, ma’am?

แขก: My son has hit his head on the door, and he is bleeding badly.

พนั�กงานัอนัรั�บ: Would you like to take him to a doctor?

แขก: Yes. Is there a hospital nearby?

พนั�กงานัอนัรั�บ: Yes, ma’am. I’ll call a taxi immediately.

พนั�กงานัอนัรั�บ: What’s the matter, ma’am?

แขก: My son has hit his head on the door, and he is bleeding badly.

พนั�กงานัอนัรั�บ: Would you like to take him to a doctor?

แขก: Yes. Is there a hospital nearby?

พนั�กงานัอนัรั�บ: Yes, ma’am. I’ll call a taxi immediately.

Dialogue 2Dialogue 2

แขก: Can you help me?พนั�กงานัอนัรั�บ: What’s wrong, sir?แขก: I have a terrible headache. Where’s the

drugstore?พนั�กงานัอนัรั�บ: There’s a convenience store

at the gas station opposite our guesthouse.แขก: Do you think they have aspirin?พนั�กงานัอนัรั�บ: Of course they do.

แขก: Can you help me?พนั�กงานัอนัรั�บ: What’s wrong, sir?แขก: I have a terrible headache. Where’s the

drugstore?พนั�กงานัอนัรั�บ: There’s a convenience store

at the gas station opposite our guesthouse.แขก: Do you think they have aspirin?พนั�กงานัอนัรั�บ: Of course they do.