1. Hospitality

2. What is Hospitality?
“The reception and entertainment of guests, visitors, or strangers with liberality and good will”.

3. Hotel and accommodations vocabulary:
Word
Meaning
Example
Adjoining rooms
two hotel rooms with a door in the centre
If you want we can book your parents in an adjoining room.
Amenities
local facilities such as stores and restaurants
We are located downtown, so we are close to all of the amenities.
Attractions
things for tourists to see and do
The zoo is our city's most popular attraction for kids.
Baggage
bags and suitcases packed with personal belongings
If you need help with your baggage we have a cart you can use.
Bed and Breakfast
a home that offers a place to stay and a place to eat
I can book you into a beautiful Bed and Breakfast on the lake.
Bellboy
a staff member who helps guests with their luggage
The bellboy will take your bags to your room for you.

4. Book
arrange to stay in a hotel
I can book your family in for the weekend of the seventh.
Booked
full, no vacancies
I'm afraid the hotel is booked tonight.
Brochures
small booklets that provide information on the local sites and attractions
Feel free to take somebrochures to your room to look at.
Check-in
go to the front desk to receive keys
You can check-in anytime after four o'clock.
Check-out
return the keys and pay for the bill
Please return your parking pass when you check-out.
Complimentary breakfast
free of charge
All of our rooms havecomplimentary soap, shampoo, and coffee.
Cot, rollaway bed
a single bed on wheels that folds up
If you need an extra bed, we have cots available.
Damage charge
money a guest owes for repairs to hotel property (when caused by violent or careless acts)
We will have to add adamage charge for the hole you put in the wall.

5. Hostel
a very inexpensive place for back backers and travelers on a budget
In the hostel you probably won't get your own room.
Housekeeping, maid 
staff members that clean the rooms and linen
Put a sign on the door if you want housekeeping to come in and change the sheets on the bed.
Ice machine
a machine that automatically makes ice that guests can use to keep drinks cold
There is an ice machine by the elevator on all of the even numbered floors.
Jacuzzi, hot tub, whirl pool
a small hot pool for relaxation
Our room has a personal hot tub.
Kitchenette
a small fridge and cooking area
Your room has a kitchenette so you can prepare your own breakfasts and lunches.
Late charge
a fee for staying past the check-out time
You will be charged a ten dollar late charge for checking out after 11 am.

6. Check In
Front Desk Receptionist
What name is the reservation under?
How long will you be staying?
Are you planning on checking out tomorrow?
I'm afraid you can't check in until after 4:00 pm.
What type of vehicle are you driving?
Do you know the license plate number of your vehicle?
Complimentary breakfast is served in the lobby between 8 and 10 am.
I'll give you two room keys.
The dining room is on the main floor at the end of the hall.
The weight room and sauna are on the top floor.
Just call the front desk if you need any extra towels or pillows.
Guest
We have a reservation under Jill Mc Mann.
Do you have any vacancies?
Is the hotel booked, or can we get a room for tonight?
How do we get to our room from here?
Is it okay to park out front?
What time is the pool open until?
What time is breakfast served at?
Is it too early to check in?
Can we get a wake-up call?
When is check out time?

7. Check Out
Front Desk Receptionist
Are you ready to check out?
What room were you in?
How was your stay?
Was everything satisfactory?
Will you be putting this on your card?
And how will you be paying for this?
Would you like to speak to the hotel manager on duty?
I'll just need your room keys, please.
Enjoy the rest of your holiday.
Have a safe trip home.
Guest
We're checking out of room 401.
Sorry we're a bit late checking-out.
I'm afraid we overslept/slept in.
We really enjoyed our stay.
We have a few complaints.
We'll be back next time we're in town.

8. Receptionist:
Hi there. Are you checking out now?
Guest:
Yes, sorry. I know we're a few minutes late.
That's no problem. It's always really busy at check out time anyway.
Oh, really. The last hotel we stayed in charged us for a late check out.
The hotel isn't booked this week, so it's not a problem. How was everything?
The room was great. The beds were really comfortable, and we weren't expecting our own fridge.
I'm glad you liked it.
The kids were disappointed that the pool wasn't open this morning, though.
I apologize for that. We can't get a cleaner in any earlier than 10 am.
Well we had a nice swim last night anyhow.
Will you be putting this on your credit card?

9. Guest:
No. I'll pay cash.
Receptionist:
OK. So the total comes to $123.67, including tax.
I thought it was $115 even. That's what they said yesterday when we checked in.
Yes, but there is an extra room charge on your bill.
Oh, I forgot. My husband ordered a plate of nachos. Sorry.
No problem. So...from $140, here's your change. Now, I'll just need to ask you for your room keys.
Why does the guest apologize when she arrives at the front desk?
She forgot to pay b) she is late checking out c) Her credit card isn’t working
Which of the following did the woman's family NOT like about the hotel?
The pool hours b) The room c) The beds d) The rate
What was the woman charged for besides the room rate?
a) Telephone use b) room service c) pool towels d) a late fee