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

Staying in Hotels Can you name recognise these hotel brands?

Staying in Hotels Can you name recognise these hotel brands?

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

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

Language Study – Expressions to Learn Read the expressions Write a ‘G’ if the Guest uses the expression or ‘S’ if the Staff uses the expression. I’d like to book a room, please. Do you have a double room for next Wednesday? How many nights is it for? Yes, we have a double room available. Would you like me to book you a table? Do you have a contact number? Could send an email or fax to confirm your reservation?

Listening – Taking a reservation Listen to the phone call and circle the correct answer. Do Mr and Mrs Morell 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 Mrs Morell have a mobile phone? Yes / No b) Listen again and complete the five white boxes on the screen below. 2 Mrs Julia Morell 07780161236 2 Double

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. Do serve lunch / dinner / afternoon tea? have a parking space / swimming pool / sauna? have a double room / twin room / single room? Does the hotel have a sauna / restaurant? the bar open at lunchtime / in the evening?

Prepositions of Time Look at these examples. on Monday, on 1st September, at 8.30, at 15.00, at the weekend, at Christmas, in two weeks, in September, 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.

Listening – Checking and Confirming Listen to the voicemail message. Put the message in the correct order. (1,2,3,4,5,6) Thank you, goodbye. We arrive in Dusseldorf at 6.00pm on the 18th. I’d like to make a room reservation for five nights from the 18th to the 22nd of June. Please reserve us a parking space and a table for four for dinner at 7.30. Hello. This is Steven Dickson from Edinburgh, UK. I’d like a double room for me and my wife, and an adjoining twin room for my two daughters. 6 4 2 5 1 3

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

Language Study – 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.

Language Study – 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.

Language Study – 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

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?

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 10th June my 12th June could your 361 help your

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.

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 b d a c e

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 A Would you like to use the hotel fitness centre? B Yes, please. How do I get there? A It’s opposite the swimming pool on the first floor. A Hello Jane, good to see you. Where’s Mike? B He’s waiting for in the lounge. Come on. It’s next to reception. A Excuse me, is this the way to the hair salon? B Yes, it is. It’s over there behind the hotel shop. 5 A Could you tell where the hotel sauna is? B Yes. It’s in the fitness centre. Practice the dialogues with a partner. Practice asking for and giving directions for other facilities in the hotel.

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