1. English for the Hotel Business
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
Pre-arrival
Arrival
Occupancy
Departure
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 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 or fax to confirm your reservation?

7. 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 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.
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?

9. 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 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 – ? (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. Listening – Checking and Confirming
Listen to the voic 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

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

12. 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.

13. 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.

14. 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

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
10th June my
12th June
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 ____ fitness centre 3 ______ lounge
4 _____ hair salon 5 ____ sauna b d 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 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.

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