1. English for Hospitality and Hotel industry Unit 3 Hotel Services English for Hospitality and Hotel industry Unit 3 Hotel Services Dr. Leo T. A. Lin Feb. 19, 2013

2. Unit 3 Hotel Services

3. 1. Helping a guest ship a parcel (Sam inquired at the front desk about shipping a parcel.) (Sam inquired at the front desk about shipping a parcel.) -- How can I ship this? -- How can I ship this? (The hotel has accounts with several parcel delivery (The hotel has accounts with several parcel delivery companies. He could send the package by airmail or by companies. He could send the package by airmail or by two-day express services. Sam filled out an address two-day express services. Sam filled out an address label to go with his package.) label to go with his package.) Types of shipping: Types of shipping: - air mail: transported by airplane - air mail: transported by airplane - surface mail: transported by truck or train; slower than air mail - surface mail: transported by truck or train; slower than air mail - express: delivered very quickly. One type of express shipping is - express: delivered very quickly. One type of express shipping is overnight – delivered the day after being sent. overnight – delivered the day after being sent.

4. 1. Helping a guest ship a parcel (Alberto handed Sam a copy of the label with his (Alberto handed Sam a copy of the label with his tracking number. The computer calculated the shipping tracking number. The computer calculated the shipping charge plus the service fee. Sam charged the cost to his charge plus the service fee. Sam charged the cost to his room.) room.) parcel = somewhat large piece of mail, e.g. a box. Parcels are usually parcel = somewhat large piece of mail, e.g. a box. Parcels are usually wrapped in paper because they are too large for an envelope. wrapped in paper because they are too large for an envelope. A tracking number identifies a piece of mail sent by express. The A tracking number identifies a piece of mail sent by express. The number is used to find out where the item is – at its destination, at an number is used to find out where the item is – at its destination, at an airport, etc. airport, etc.

5. 2. Housekeeping 1: Dealing with damage in a room (Susan, a housekeeper, discovered damage in one of the (Susan, a housekeeper, discovered damage in one of the rooms. She called maintenance and they took away the rooms. She called maintenance and they took away the broken items.) broken items.) -- Hello, maintenance? -- Hello, maintenance? (She filled out an inventory( ) of damaged hotel property. (She filled out an inventory( ) of damaged hotel property. She wrote a report and filed it with the hotel manager.) She wrote a report and filed it with the hotel manager.) -- I found the room in a disgusting state. -- I found the room in a disgusting state.

6. 2. Housekeeping 2: Bringing extra amenities to the room (Mr. Reynolds dialed zero to speak to the (Mr. Reynolds dialed zero to speak to the switchboard( ) operator.) switchboard( ) operator.) -- Front desk. -- Front desk. (He asked to be connected to housekeeping.) (He asked to be connected to housekeeping.) -- I m trying to reach housekeeping( ), -- I m trying to reach housekeeping( ), please. please.

7. 2. Housekeeping 2: Bringing extra amenities to the room (He identified himself.) (He identified himself.) -- This is Mr. Reynolds in Room 1451. -- This is Mr. Reynolds in Room 1451. (He asked for extra pillows. He also needed a (He asked for extra pillows. He also needed a complimentary toothbrush. The housekeeper offered to complimentary toothbrush. The housekeeper offered to bring him the items.) bring him the items.) -- I ll be right there. -- I ll be right there. (The housekeeper knocked on Mr. Reynolds s door.) (The housekeeper knocked on Mr. Reynolds s door.) -- Housekeeping! -- Housekeeping!

8. 2. Housekeeping 3: Cleaning a room (PLEASE DO NOT DISTURB Susan did not open this (PLEASE DO NOT DISTURB Susan did not open this door. She used her master key to enter an unoccupied door. She used her master key to enter an unoccupied room. First, she cleaned the bathroom with a sponge. room. First, she cleaned the bathroom with a sponge. Then, she made the bed. Next, she dusted the table Then, she made the bed. Next, she dusted the table with a duster. After that, she emptied the wastebasket. with a duster. After that, she emptied the wastebasket. She replaced the dirty towels with clean towels. Finally, She replaced the dirty towels with clean towels. Finally, she vacuumed the carpet with her vacuum cleaner. she vacuumed the carpet with her vacuum cleaner. When she had finished, she checked the room off on When she had finished, she checked the room off on her clipboard. ) her clipboard. )

9. 3. Room Service 1: Taking an order (Ms. Parin wanted to have dinner in her room, so she (Ms. Parin wanted to have dinner in her room, so she dialed room service. Cody answered the phone.) dialed room service. Cody answered the phone.) -- Room service. How may I help you? -- Room service. How may I help you? (Nancy identified herself and ordered a Caesar salad (Nancy identified herself and ordered a Caesar salad from the room service menu.) from the room service menu.) -- Hello. This is Nancy Parin in room 819. I d -- Hello. This is Nancy Parin in room 819. I d like a Caesar salad, please. like a Caesar salad, please.

10. 3. Room Service 1: Taking an order (Cody asked what size she would like.) (Cody asked what size she would like.) -- Certainly ma am. A large salad or just a side -- Certainly ma am. A large salad or just a side salad? salad? -- A large salad, please. Large enough to be a -- A large salad, please. Large enough to be a dinner in itself. dinner in itself.

11. 3. Room Service 1: Taking an order : : -- Green Salads -- Green Salads -- Side Salads -- Side Salads -- Composed Salads -- Composed Salads

12. 3. Room Service 1: Taking an order (Cody confirmed the order and entered it into the (Cody confirmed the order and entered it into the computer.) computer.) -- Right. A large Caesar salad. -- Right. A large Caesar salad. (He asked Nancy if she would like anything else.) (He asked Nancy if she would like anything else.) -- Would you like anything else, ma am? Some -- Would you like anything else, ma am? Some wine perhaps? Or some other beverage? wine perhaps? Or some other beverage? -- I ll just have some mineral water, please. -- I ll just have some mineral water, please.

13. 3. Room Service 1: Taking an order (Cody quoted the price and estimated a delivery time.) (Cody quoted the price and estimated a delivery time.) -- Thank you, ma am. That will be $12.35 with -- Thank you, ma am. That will be $12.35 with tax. Your meal should reach you in about 30 tax. Your meal should reach you in about 30 minutes. minutes.

14. 3. Room Service 2: Delivering an order (Cody put a clean tablecloth on a cart and arranged food (Cody put a clean tablecloth on a cart and arranged food and some utensils on a tray that he put on the cart. He and some utensils on a tray that he put on the cart. He wheeled the cart to her room. He knocked on the door wheeled the cart to her room. He knocked on the door and identified himself when Nancy came to the door.) and identified himself when Nancy came to the door.) -- Yes? -- Yes? -- Room service. -- Room service.

15. 3. Room Service 2: Delivering an order (He took the tray of food off the cart and placed it on (He took the tray of food off the cart and placed it on the coffee table. He removed the covers from the food. the coffee table. He removed the covers from the food. He opened her mineral water and poured it into a glass. He opened her mineral water and poured it into a glass. He ground some fresh pepper onto her salad. He asked He ground some fresh pepper onto her salad. He asked if everything was satisfactory.) if everything was satisfactory.) -- Does everything look okay? -- Does everything look okay?

16. 3. Room Service 2: Delivering an order (Nancy asked if she could add some soup to the order.) (Nancy asked if she could add some soup to the order.) -- I hate to do this to you, but is it too late to -- I hate to do this to you, but is it too late to order some chicken soup too? order some chicken soup too? -- Not at all, ma am. We can get that to you in -- Not at all, ma am. We can get that to you in about 10 minutes. That will add about $3.50 about 10 minutes. That will add about $3.50 to your bill. to your bill.

17. 3. Room Service 2: Delivering an order (Cody called the addition down to the kitchen.) (Cody called the addition down to the kitchen.) -- Joe, this is Cody. I m delivering to 819, and -- Joe, this is Cody. I m delivering to 819, and we need a bowl of chicken soup. Ten we need a bowl of chicken soup. Ten minutes? Great. minutes? Great.

18. 3. Room Service 2: Delivering an order (Nancy signed for the meal.) (Nancy signed for the meal.) -- Ma am, would you like to sign this to charge -- Ma am, would you like to sign this to charge the order to your room? the order to your room? -- Oh, yes. Thanks. -- Oh, yes. Thanks. (Cody put the food covers on the cart and walked (Cody put the food covers on the cart and walked toward the door.) toward the door.) -- Have a pleasant dinner, ma am. That soup -- Have a pleasant dinner, ma am. That soup should be here very soon. should be here very soon.

19. 3. Room Service 2: Delivering an order (Nancy thanked him and gave him a tip.) (Nancy thanked him and gave him a tip.) -- Well, thanks very much for the great service. -- Well, thanks very much for the great service. This is for you. This is for you.

20. 4. Taking messages for a guest (Alberto answered the phone.) (Alberto answered the phone.) -- Pine Ridge Hotel. May I help you? -- Pine Ridge Hotel. May I help you? (The caller asked for Ms. Parin.) (The caller asked for Ms. Parin.) -- I d like to speak to one of your guests, Nancy -- I d like to speak to one of your guests, Nancy Parin. Parin. (Alberto asked the caller to wait a moment.) (Alberto asked the caller to wait a moment.) -- Certainly. One moment while I look that up. -- Certainly. One moment while I look that up.

21. 4. Taking messages for a guest (Alberto searched for Ms. Parin in the guest database. (Alberto searched for Ms. Parin in the guest database. Alberto tried to connect the caller to Ms. Parin s room, Alberto tried to connect the caller to Ms. Parin s room, but Ms. Parin was out. Alberto offered to take a but Ms. Parin was out. Alberto offered to take a message.) message.) -- I m sorry. She is not in her room. May I take -- I m sorry. She is not in her room. May I take a message. a message. (Alberto wrote down the message and put a note in Ms. (Alberto wrote down the message and put a note in Ms. Parin s mailbox.) Parin s mailbox.)

22. 4. Serving a guest in the gift shop (Sam Monroe visited the hotel gift shop. The clerk (Sam Monroe visited the hotel gift shop. The clerk offered to help him.) offered to help him.) -- Good morning. May I help you? -- Good morning. May I help you? (Mr. Monroe wanted to buy some postcards.) (Mr. Monroe wanted to buy some postcards.) -- I m looking at these postcards, thanks. -- I m looking at these postcards, thanks. (He picked out two postcards. He also chose a present (He picked out two postcards. He also chose a present for his son.) for his son.)

23. 4. Serving a guest in the gift shop (The clerk rang up the purchases on the cash register. (The clerk rang up the purchases on the cash register. Mr. Monroe paid in cash. The clerk gave him his Mr. Monroe paid in cash. The clerk gave him his change.) change.)

24. 5. The guest s experience 1: Signing for drinks and snacks (Mr. Porter went to the hotel bar. He caught the (Mr. Porter went to the hotel bar. He caught the bartender s attention. Mr. Porter ordered a glass of bartender s attention. Mr. Porter ordered a glass of whiskey. He also asked for a snack.) whiskey. He also asked for a snack.) -- Could I have some peanuts? -- Could I have some peanuts? (The bartender left the check with Mr. Porter. Mr. Porter (The bartender left the check with Mr. Porter. Mr. Porter wrote his room number on the check and signed it. wrote his room number on the check and signed it. Then he left a tip for the bartender.) Then he left a tip for the bartender.)

25. 5. The guest s experience 2: In-room entertainment (Mr. Reynolds turned on the television. He changed the (Mr. Reynolds turned on the television. He changed the channel and he adjusted the volume. Then the kids channel and he adjusted the volume. Then the kids played a video game. Mrs. Reynolds read the TV guide. played a video game. Mrs. Reynolds read the TV guide. She pressed the menu button. The family chose a pay- She pressed the menu button. The family chose a pay- per-view movie. They all watched the movie together. per-view movie. They all watched the movie together. Then Mr. Reynolds turned off the TV. ) Then Mr. Reynolds turned off the TV. )

26. 5. The guest s experience 3: Using the fitness center (Sandra went to the fitness center to work out. To warm (Sandra went to the fitness center to work out. To warm up, she did some stretches. Then she did some aerobic up, she did some stretches. Then she did some aerobic exercises by riding a stationary bike, using a stair- exercises by riding a stationary bike, using a stair- stepper and running on a treadmill( ). For upper- stepper and running on a treadmill( ). For upper- body strength, she lifted weights. She cooled down and body strength, she lifted weights. She cooled down and then went back to her room to take a shower.) then went back to her room to take a shower.)

27. 5. The guest s experience 4: At the executive lounge (At the reception desk in the executive lounge( (At the reception desk in the executive lounge( ), Sam gave his room to the hostess.) ), Sam gave his room to the hostess.) -- Welcome, sir. Which room number? -- Welcome, sir. Which room number? -- I m in 204. -- I m in 204.

28. 5. The guest s experience 4: At the executive lounge in the evening (He took a newspaper off the rack and sat down in an (He took a newspaper off the rack and sat down in an armchair near the window. He looked out the window armchair near the window. He looked out the window and enjoyed a view of the city. At 6:00, the cocktail and enjoyed a view of the city. At 6:00, the cocktail hour started.) hour started.) -- Ladies and gentlemen, you re all welcome to -- Ladies and gentlemen, you re all welcome to have cocktails and some snacks if you d like. have cocktails and some snacks if you d like. (The attendants set up a buffet of hors d oeuvres( (The attendants set up a buffet of hors d oeuvres( ) and a small self-service bar.) ) and a small self-service bar.)

29. 5. The guest s experience 4: At the executive lounge in the morning (There was a breakfast buffet in the lounge. Sam (There was a breakfast buffet in the lounge. Sam ordered an omelet( ) from the cook.) ordered an omelet( ) from the cook.) -- Could I have an omelet? Cheese, tomato, -- Could I have an omelet? Cheese, tomato, and green pepper, please. and green pepper, please. (Sam asked one of the attendants for a cup of coffee.) (Sam asked one of the attendants for a cup of coffee.) -- Could I just have some coffee, please? With -- Could I just have some coffee, please? With milk. milk.

30. 5. The guest s experience 4: At the executive lounge in the morning (He took some fruit and some pastries( ) from (He took some fruit and some pastries( ) from the buffet and sat at the table to eat his breakfast. the buffet and sat at the table to eat his breakfast. While Sam got a refill of his coffee, … ) While Sam got a refill of his coffee, … ) -- Should I top that off( … ) for you, sir? -- Should I top that off( … ) for you, sir? ( … another guest checked out of the hotel at the service ( … another guest checked out of the hotel at the service desk in the lounge.) desk in the lounge.) -- I d like to check out, please. -- I d like to check out, please.