Hotel

Chapter 1

Ch1 Hotel Reservations Learning Objectives Ask for personal details Handle guests’ requests Up-sell your services

Ch1 Hotel Reservations Making a Reservation

Ch1 Hotel Reservations Hotel Clerk : Hello, the Grand Hotel. How may I help you? Carlson : Hello, I’d like to make a reservation. Hotel Clerk : Which date would you like to reserve? Carlson : I am thinking about arriving on August 1st. Do you have any rooms available ? Hotel Clerk : I am sorry, but we have no vacancies on that date. Carlson : How about August 2nd? Hotel Clerk : Yes, we have a vacancy then. How many nights will you be staying? Carlson : I’ll be staying for three nights. Hotel Clerk : How many persons will be staying in the room? A A B B C C D D

Ch1 Hotel Reservations Carlson : There will be two, my wife and I. Hotel Clerk : What type of room would you prefer? Carlson : I’d like to have a double room. How much are your rates ? Hotel Clerk : Our room rates start at NT$2200 per night for a standard double room, and NT$ 3200 for a superior room. The superior is larger, with a king-sized bed and free wireless Internet service. Carlson : Then I’ll go with the superior. Hotel Clerk : No problem. May I have your name, please? Jason Chen. Hotel Clerk : Could you spell your last name, please? A A B B C C D D

Ch1 Hotel Reservations Carlson : Sure. It’s C-H-E-N. Hotel Clerk : Thank you. OK, Mr. Chen, that’s a superior double room for three nights from Aug. 2nd. Carlson : Yes, that’s right. Hotel Clerk : Is there anything else I can help you with, Mr. Chen? Carlson : No, I think that’s it. Hotel Clerk : Great. We look forward to seeing you on August 2nd. A A B B C C D D

Ch1 Hotel Reservations Vocabulary 1. arrive v. to get to the place you are going to We will arrive at our hotel at about 5 p.m. 2. available adj. something that is able to be used or can easily be bought or found Are there any seats available in your restaurant? I would like to book a table for six tonight. 3. vacancy n. a room that is not being used in a hotel and is available for someone to stay in A: Do you have any rooms available? B: Sorry, we have no vacancies now. A A B B C C D D

Ch1 Hotel Reservations 4. double adj. made to be used by two people single adj. used by one person only 5. rate n. a charge or payment fixed according to a standard scale The room rates at this hotel range from NT$1,200 to NT$2,500 per night. 6. superior adj. better, more powerful, more effective etc than a similar person or thing David’s outstanding fitness and superior techniques brought him victory. A A B B C C D D

Ch1 Hotel Reservations Idioms & Phrases go with to accept A: Here we have three different colors of tie, black, white and red. Which one do you prefer? B: I’ll go with the red one. A A B B C C D D

Ch1 Hotel Reservations Revising the Reservation

Ch1 Hotel Reservations Hotel Clerk : Good morning, the Miracle Hotel. How may I help you? Ben : I’d like to revise my room reservation. Hotel Clerk : Sure. Could you tell me under whose name was the reservation made? Ben : Under my name. Patrick Simpson. S-I-M-P-S-O-N. Hotel Clerk : For which date? Ben : From October 3rd to 8th. Hotel Clerk : Okay. I’ve found the record of your reservation. How would you like to revise your reservation? A A B B C C D D

Ch1 Hotel Reservations Ben : I’d like to postpone the reservation for a week later because the date of the seminar has been changed. Hotel Clerk : So, Mr. Simpson, your reservation has been revised. From October 10th to 15th. Is that correct? Ben : Yes. That’s right. Thank you very much. Hotel Clerk : It’s my pleasure. One more thing, Mr. Simpson. Is your phone number the same as the one you gave me last time? Ben : Yes. Still the same. Hotel Clerk : Alright. Mr. Simpson. Thank you for calling us. We look forward to seeing you soon. A A B B C C D D

Ch1 Hotel Reservations Vocabulary 1. revise v. to change your opinions, plans etc. because of new information or ideas The novelist revised his story, making it easier to understand. 2. miracle n. something lucky that you did not expect to happen or did not think was possible It is a miracle that the kidnapped child returned safe and sound. A A B B C C D D

Ch1 Hotel Reservations 3. record n. information about an event or series of events that is written down or stored on computer, film etc so that it can be looked at in the future v. to write information down or store it in a computer or on film so that it can be looked at in the future Sally always keeps a record of everything she spends. Eddie recorded everything that happened in his life on facebook. A A B B C C D D

Ch1 Hotel Reservations 4. postpone v. to change an event or action to a later time or date The baseball game was postponed due to the typhoon. 5. seminar n. a class in which a small group of students meet to study or talk about a particular subject The professor attended a seminar on environmental protection. A A B B C C D D

Ch1 Hotel Reservations Grammar Corner the same as ⋯ Her cell phone is the same as mine. George did exactly the same as Mary did. cf. ① the same + N + as + S + V This is the same wallet as I lost yesterday. (similar type, but not the same) ② the same + N + that + S + V This is the same wallet that I lost yesterday. (exactly the same one) A A B B C C D D

Ch1 Hotel Reservations Canceling the Reservation

Ch1 Hotel Reservations Hotel Clerk : Good afternoon, the Sunday Hotel. May I help you? Caller : I’d like to cancel a reservation since my schedule has been changed. Hotel Clerk : Yes, sir. Which name was the reservation under, please? Caller : Blake. B-L-A-K-E. Hotel Clerk : And what was the date of the reservation? Caller : From April 1st to 6th. Hotel Clerk : Excuse me. Is the reservation for yourself or for another person? A A B B C C D D

Ch1 Hotel Reservations Caller : It’s for my boss. Hotel Clerk : Well. May I have your name and phone number, please? Caller : Yes, it’s John Chen, and my number is Hotel Clerk : Thank you. Mr. Blake’s reservation has been canceled. We look forward to another chance to serve you. Caller : Thank you. Hotel Clerk : My pleasure. Goodbye. A A B B C C D D

Ch1 Hotel Reservations Vocabulary schedule n. a plan of what someone is going to do and when they are going to do it Monica doesn’t want to be disturbed because she is going to work to a very tight schedule. cf. ① on schedule at the planned time The train arrived on schedule. ② ahead of schedule before the planned time We finished our project two weeks ahead of schedule. So, we had plenty of time to double-check every detail. A A B B C C D D

Ch1 Hotel Reservations ③ behind schedule after the planned time You are way behind schedule. You had better hurry up. ④ be scheduled to do sth. to do sth. as planned The plane is scheduled to leave at 8 a.m. A A B B C C D D

Ch1 Hotel Reservations Grammar Corner since + S + V ⋯, S + V ⋯ (1) used to give the reason for something = because I’d like to cancel a reservation since my schedule has been changed. Since you are unable to answer this question, I think I’ll ask someone else. (2) at a time after a particular time or event in the past Jane has been living a miserable life since her husband died in an accident. Since Jack went on a diet, he has lost 30 pounds in weight. A A B B C C D D

Ch1 Hotel Reservations Up-selling

Ch1 Hotel Reservations Hotel Clerk : Thank you for calling the Sunny Hotel. This is Peter. How may I help you? Caller : I’d like to book a single room. Hotel Clerk : Sure. When will you arrive and for how long, ma’am? Caller : It’s for my manager. She is going to participate in an exhibition starting from January 3rd to 9th. How much will that be? A A B B C C D D

Ch1 Hotel Reservations Hotel Clerk : That will be a week in total. The weekly rate for a single room is NT$16,500 plus 10% service charge. However, I’d like to recommend you our executive suite, where your manager is entitled to enjoy free breakfast, a king-sized bed and in-room sauna. And the weekly rate is only NT$19,999. It is on sale now. Caller : Sounds perfect. My manager will be standing in the exhibition most of the time. I believe the sauna will be perfect for relaxation. All right, I’ll take the suite. A A B B C C D D

Ch1 Hotel Reservations Hotel Clerk : Excellent. Caller : By the way, do you have any rooms facing the sea? Hotel Clerk : Yes, we have. Would you like me to help you arrange it? Caller : Yes, please. My manager loves sea views. Hotel Clerk : May I have your name and your manager’s name? Caller : I am Sophia Lin, and my boss is Fiona Wang. Hotel Clerk : OK, Ms. Lin, that’s an executive suite for six nights. Caller : Yes, that’s right. Thank you very much. Hotel Clerk : You are welcome. A A B B C C D D

Ch1 Hotel Reservations Vocabulary 1. up-selling n. a sales technique by which a seller attracts the customer to purchase more expensive items in order to make a more profitable sale 2. participate v. to take part in an activity or event Every staff member in this company is expected to participate in this dinner party. 3. exhibition n. a public show where you put things so that people can go to see them The museum is staging an exhibition of Chinese paintings. A A B B C C D D

Ch1 Hotel Reservations 4. executive adj. for the use of people who have important jobs in the management of a company or business 5. suite n. a set of rooms, especially expensive ones in a hotel I booked a luxurious suite for our honeymoon. 6. sauna n. a room that is heated to a very high temperature by hot air, where people sit because it is considered healthy Joseph takes a sauna every week. 7. relaxation n. a way of resting and enjoying yourself Frank swims and plays basketball for relaxation. A A B B C C D D

Ch1 Hotel Reservations Idioms & Phrases 1. be entitled to do sth. to have the right to do something In most of the companies, full-time employees are entitled to receive health insurance. 2. on sale available to be bought at a lower price than usual; available to be bought in a shop Those used items were on sale for only NT$10. This new type of smartphone will be on sale next year. You can pre-order it online now. A A B B C C D D