English for the Hotel Business

1. LA2401 English for the Hotel Business Unit 4: Reservations and Check-In

2. Staying in Hotels Can you name recognise these hotel brands?

3. Staying in Hotels Can you name recognise these hotel brands?

4. Objectives The objectives of this unit are…. 1. Language Focus: Reservation and Check-In Procedures 2. Vocabulary Focus: Expressions, dates / times, directing guests The Guest Cycle

5. Objectives To meet these objectives we will: • Use expressions for Reservations and Check-in • Use Do / Does for question in Present Simple Tense • Review and use prepositions of time • Use expressions for checking and confirming guest information • Practice ‘short answers’ and ‘tag questions’ • Complete registration documentation • Review and use possessive adjectives • Review and use prepositions of place • Listen to and practice telephone reservations

6. Language Study – Expressions to Learn Read the expressionsWrite a ‘G’ if the Guest uses the expression or ‘S’ if the Staff uses the expression.

7. Listening – Taking a reservation • Listen to the phone call and circle the correct answer. • Do Mr and MrsMorell want to book a room for Tuesday night? Yes / No • Does the room cost 225 euros per night? Yes / No • Does the hotel have a restaurant? Yes / No • Do they want to book a table for seven o’clock? Yes / No • Does MrsMorell have a mobile phone? Yes / No • b) Listen again and complete the five white boxes on the screen below. Mrs Julia Morell 2 07780161236 2 Double

8. Grammar Focus – Do / Does Use Do and Does to make questions in the Present Simple tense. Example Do you have a parking space? Does the hotel have a sauna? Use do/don’t, does/doesn’t in short answers. Example Does the hotel have a sauna? Yes, it does. No, it doesn’t. Make questions and short answers using these words.

9. Prepositions of Time Look at these examples. onMonday, on 1st September, at8.30, at 15.00, atthe weekend, at Christmas, in two weeks, inSeptember, in 2013, in spring, in the evening, from 12.00 to 3.00, from 2010 to 2012 Make questions and answers using the correct preposition. Example A Does the bank close on Mondays? B No, it closes on Sundays • the restaurant close / Sundays? (Mondays) • the exchange bureau open / 9.00 ? (yes) • the shops close / the weekend ? (no) • the summer season start / July ? (June) • you serve tea / the afternoon ? (yes) • the hotel serve dinner / 7.00 – 11.00 ? (7.00 – 10.00) • Practice asking and answering the questions with your partner. Does the restaurant close on Sundays? No, it closes on Mondays. Does the exchange bureau open at 9.00? Yes, it does. Do the shops close at the weekend? No, they don’t. Does the Summer season start in July? No, it starts in June. Do you serve tea in the afternoon? Yes, we do. Does the hotel serve dinner from 7.00 to 11.00? No, it serves dinner from 7.00 to 10.00.

10. Listening – Checking and Confirming Listen to the voicemail message. Put the message in the correct order. (1,2,3,4,5,6) 6 4 2 5 1 3

11. Listening – Checking and Confirming Complete the email confirmation. Use these words. table 7.30 twin reserved confirm car park confirm twin reserved car park table 7.30

12. Language Study – Short Answers Short Answers Look at how the callers give short answers to the questions of the reservation clerk: Have you stayed with us before? • No, I haven’t. Will you be paying by credit card? • Yes, I will. You have an account with us, don’t you? • Yes, we do. Using short answers, answer the questions on page 3 of your book.

13. Language Study – Short Answers Short Answers Using short answers answer the following questions: • Do you have a reservation? (No) _________________ • Is it just for one night? (Yes) _________________ • Would you like one of our executive rooms? (Yes) ______________ • Is there one available on the ground floor? (No) _______________ • Will you be staying tomorrow as well? (No) _______________ • Is that a company booking? (Yes) _________________ • Have they confirmed their booking? (Yes)_____________ • Do you have a room with a view? (Yes) _______________ No, we don’t. Yes, it is. Yes, I would. No, there isn’t. No, we won’t. Yes, it is. Yes, they have. Yes, I (we) do.

14. Language Study – Tag Questions Tag Questions Notice the way we use tag questions to ask for confirmation. • It was Miss King, wasn’t it? • You have an account with us, haven’t you? • But the guests haven’t stayed with us before, have they? 1. Find the VERB 2. Make it NEGATIVE MANY standard verbs use DO/DOES 3. Add your PRONOUN

15. Language Study – Tag Questions • Now add tag questions to the following statements: • There isn’t a doctor in the hotel, _____________? • You wanted to pay in cash, _____________? • You haven’t spoken to the duty manager yet, _____________? • We couldn’t have a receipt for that, _____________? • It’s more expensive in high season, _____________? • You’re settling by credit card, _____________? • We can sign the agreement today, _____________? is there? didn’t you? have you? could we? isn’t it? aren’t you? can’t we?

16. Listening – Checking into a Hotel a) Listen and complete the registration card. b) Listen again and complete the sentences: Good ______________ Sir. Can I _____________ you? _________ name’s Rodrigues. Could you please ___________ in this registration card? Do I fill in ___________ home address? And ___________ I have ____________ passport? The porter will ____________ you with __________ luggage. Rodrigues afternoon help My fill in 10thJune my 12thJune could your 361 help your

17. Grammar – Possessive Adjectives Grammar – Structures to Practice – Possessive Adjectives Singular: my, your, his, her, its Plural: our, your, their Complete the sentences with the correct possessive form. Could I have dinner in _____________ room, please? Would you like some help with ____________ luggage? We’d like to have some lunch in ____________ room. He wants to know where to park ____________ car. Ask Ms Lee for ___________ passport. Scott and Josh are waiters at the Sydney Tower Restaurant. That’s __________ job.

18. Listening – Directing Guests • Listen to the dialogues. Look at the diagrams and match these places to the rooms on the plan. • _____ bar 2 ____ fitness centre 3 ______ lounge • 4 _____ hair salon 5 ____ sauna d b a c e

19. Listening – Directing Guests Now read the dialogues: • A Excuse me, where’s the bar?B It’s on the ground floor next to the restaurant. • 2 AWould you like to use the hotel fitness centre?BYes, please. How do I get there?AIt’s opposite the swimming pool on the first floor. • AHello Jane, good to see you. Where’s Mike?BHe’s waiting for in the lounge. Come on. It’s next to reception. • AExcuse me, is this the way to the hair salon?BYes, it is. It’s over there behind the hotel shop. • 5 ACould you tell where the hotel sauna is?BYes. It’s in the fitness centre. • Practice the dialogues with a partner. Practice asking for and giving directions for other facilities in the hotel.

20. Summary Today we have: • Used expressions for Reservations and Check-in • Used Do / Does for question in Present Simple Tense • Reviewed and used prepositions of time • Used expressions for checking and confirming guest information • Practiced ‘short answers’ and ‘tag questions’ • Completed registration documentation • Reviewed and used possessive adjectives • Reviewed and used prepositions of space • Listened to and practice telephone reservations