Unit 4: English for Hotels

Aims and Objectives

In this unit you will learn and practise vocabulary related to hotels.

You will practise the following skills and functions:

asking for and providing information
dealing with the public

The grammar focus of this unit is:

Vocabulary

Vocabulary Practice

Exercise not available in this language version.

Listening Comprehension

Exercise 1: Multiple Choice Questions

Chose the correct answer.

Recording:

Transcript:

Receptionist	Good afternoon, can I help you?
Mrs Joyce	Well yes. Do you have any rooms available?
Receptionist	Yes, madam. How long would you like to stay?
Mrs Joyce	For two nights. Actually, your hotel was recommended to us because my husband is blind.
Receptionist	There's no problem at all. The hotel caters for blind and visually impaired guests, and you will find our rooms attractive and purpose-built to meet your needs. What kind of room would you like?
Mrs Joyce	A double room, twin beds if possible. And what about my husband's guide dog?
Receptionist	Don't worry. We have all the facilities for you to look after your dog. There is a grooming room and an assistant if you need help. There is even an exercise area for dogs in our park.
Mrs Joyce	Oh, good. How much is the room?
Receptionist	The room charge is 230 euros per night including VAT. There is no supplement for the guide dog.

This exercise can be also done purely aurally/orally:

What kind of room does Mrs Joyce want?
a.
b.
c.

[?]
How long does she need the room for?
a.
b.
c.

[?]
When does Mrs Joyce arrive at the hotel?
a.
b.
c.

[?]
How much does the room cost?
a.
b.
c.

[?]
How much is the VAT?
a.
b.
c.

[?]
Why is the room suitable for Mr Joyce?
a.
b.
c.

[?]

Exercise 2: Multiple Choice Questions

Chose the correct answer.

Recording:

Transcript:

Receptionist	May I have your passport, please? Thank you. Mmm. Susan Bush. Your room's on the fourth floor, number 406. Here's your key. The porter will take the luggage up, and there's a lift across the foyer.
Susan	Thank you. Oh, I haven't had any lunch. Where can I get a sandwich or something?
Receptionist	I'm afraid the hotel restaurant is closed. It opens at 7.00 for dinner but there is a very nice tea shop just opposite the hotel.
Susan	Thank you. What time is breakfast?
Receptionist	Breakfast is served from 8 o'clock to 10.30 in the Blue Room.

:Susan. I'd like breakfast in my room, please. Could you give me a wake-up call at 8.30? And I want to check out before 10.00.

This exercise can be also done purely aurally/orally:

What is Susan doing?
a.
b.
c.

[?]
Where is Susan's room?
a.
b.
c.

[?]
Where is breakfast served?
a.
b.
c.

[?]
Where is Susan going to have breakfast?
a.
b.
c.

[?]
Who will take the luggage to the room?
a.
b.
c.

[?]

Exercise 3: Multiple Choice Questions

Chose the correct answer.

Recording:

Transcript:

Frank Turner	Hello, reception? This is Frank Turner in room 707.
Receptionist	Yes, sir. How can I help you?
Frank Turner	I've just checked in and come up to my room and it's in a mess. The bed hasn't been made, the shower's dirty, there are wet towels on the bathroom floor. This really isn't good enough.
Receptionist	I do apologise for the inconvenience, Mr Turner. I'm afraid the last guest checked out late and the chambermaid hasn't had time to do your room yet. There is another room vacant on the same floor. The porter will take your bags to room 715 right away.
Frank Turner	That's fine, thank you. By the way, I need to make some photocopies.
Receptionist	No problem, sir. There's a Business Service Desk just off the lobby, and there's a list of services and prices in your room.

This exercise can be also done purely aurally/orally:

Why isn't the room ready?
a.
b.
c.

[?]
Can Mr Turner change rooms?
a.
b.
c.

[?]
Where can Mr Turner make photocopies?
a.
b.
c.

[?]
Mr Turner is:
a.
b.
c.

[?]
When will Mr Turner change room?
a.
b.
c.

[?]

Exercise 4: Multiple Choice Questions

Chose the correct answer.

Recording:

Transcript:

Receptionist	Hello. The Gresham Hotel. Felipe speaking.
Client	I'd like to book a room, please.
Receptionist	Certainly, sir, how long would you like to stay?
Client	I want a single room, en suite, for the night of Monday the 1st of September and Tuesday the 2nd. Then again on Friday the 5th of September.
Receptionist	I'm afraid we have no single rooms free on those dates but we can offer you a double room for single use.
Client	That's fine. I may want to stay an extra night.
Receptionist	I'm sorry, sir. The hotel is full on the 6th and 7th.

This exercise can be also done purely aurally/orally:

When does the client want to stay at the Gresham Hotel?
a.
b.
c.

[?]
How long will he stay at the hotel?
a.
b.
c.

[?]
The hotel has:
a.
b.
c.

[?]
When is the hotel full?
a.
b.
c.

[?]
What's an en suite room?
a.
b.
c.

[?]

General Comprehension

Exercise 1: True/False Statements

For each of the statements below, choose True or False.

Exercise 2: Sentence Completion

Speaking Practice. Complete the sentences you hear, using the example as a model.

Grammar Practice

Exercise 1: Substitution

THERE IS, or THERE'S, is used with singulars or uncountables. Let's practise this.

Exercise 2: Substitution

The negative of THERE IS, or THERE'S, is THERE ISN'T. Let's practise this.

Exercise 3: Substitution

A different way to make a negative is with THERE'S NO. Let's practise this.

Exercise 4: Substitution

The interrogative form of THERE IS, or THERE'S, is "IS THERE ...?". Let's practise this.

Exercise 5: Substitution

THERE ARE is used with plurals or countables. Let's practise this.

Exercise 6: Substitution

The negative of THERE ARE is THERE AREN'T. Let's practise this.

Exercise 7: Substitution

A different way to make a negative is with THERE ARE NO. Let's practise this.

Exercise 8: Substitution

The interrogative form of THERE ARE is ARE THERE? Let's practise this.

Consolidation

Exercise 1: True/False Statements

For each of the statements below, choose True or False.

Recording:

Transcript:

When I travel, the process of checking into hotels is usually one of the most interesting parts of my adventure. This, of course, is because I am blind and travel with my Guide Dog.

When I book accommodation I always inform the hotel's reservation staff that I am blind and travelling with my dog. By telephone this information is usually well received but when I walk into the hotel lobby, completely blind, using a white cane or guide dog to navigate, I sometimes find that the reception staff are not trained to serve their visually impaired guests adequately.

Here are a few tips which will help the sight-impaired:

Credit card receipts: Most blind people sign their names on a receipt using a signature card. The hotel employee can assist by positioning the opening of the signature card over the space where the signature is required. If a signature card is not available, the credit card can be positioned with its top edge along the signature line.

Card keys: Card keys for rooms should provide tactile information so the blind user can determine which end and face of the card should be inserted into the lock.

Room numbers: Rooms should have raised numbers and Braille on each door.

Exercise facilities. If the blind person wishes to use the exercise facilities or gymnasium, there should be Braille labels on the equipment and employees should know how to orient blind persons who want to use the machines.

By making a few simple changes like these, hotels can make blind and visually impaired travellers much more welcome.

This exercise can be also done purely aurally/orally:

The writer usually travels with his guide dog.

[?]
He never tells hotel staff he is blind.

[?]
Hotel staff are always well trained to deal with the blind.

[?]
Most hotels provide a signature card.

[?]
The blind guest always finds it easy to use a card key.

[?]
Gymnasium equipment should have Braille labels.

[?]
Hotels could do more to help the blind and visually impaired.

[?]
Blind people often sign their names on a receipt by using a signature card.

[?]
A card key should provide tactile information.

[?]
Everybody can read Braille.

[?]

Exercise 2: Dictation

Listen to the complete recording first. Then go to the textbox and use the ‘>’ key to listen to the text section by section. Type what you hear into the textbox. For detailed instructions, read the Exercise Help.

Exercise 3: Cloze

Listen to the recording carefully and then fill in the gaps in the text below using the same words.

Recording:

Transcript:

Credit card receipts. Most blind people sign their names on a receipt using a signature card. The hotel employee can assist by positioning the opening of the signature card over the space where the signature is required. If a signature card is not available, the credit card can be positioned with its top edge along the signature line.

Card keys. Card keys for rooms should provide tactile information so the blind user can determine which end and face of the card should be inserted into the lock.

Room numbers. Rooms should have raised numbers and Braille on each door.

By making a few simple changes like these, hotels can make blind and visually impaired travellers much more welcome.

Credit card receipts. [?] blind people sign their names [?] a receipt using a signature card. The hotel employee can assist [?] positioning the opening of the signature card [?] the space where the signature is required. If a signature card is not available, the credit card can be positioned with its [?] edge along the signature line.

Card keys. Card keys for rooms should provide tactile information so the blind user can determine which end and face of the card should be inserted [?] the lock.

Room numbers. Rooms should have raised numbers and Braille on each door.

Exercise facilities. If the blind person wishes to use the exercise facilities or gymnasium, there [?] be Braille labels on the equipment and employees should know [?] to orient blind persons [?] want to use the machines.

By making a few simple changes like [?], hotels can make blind and visually impaired travellers much more welcome.

Exercise 4: Gap Filling

Choose the correct option to fill the gaps in the following sentences.

This exercise can be also done purely aurally/orally:

The process of checking ____ a hotel can be difficult.
a.
b.
c.

[?]
Spring, Summer, Autumn, and Winter are the four ____ of the year.
a.
b.
c.

[?]
The time of year when a hotel is very busy is called ____ season.
a.
b.
c.

[?]
Hotels usually have different ____ for low season and high season.
a.
b.
c.

[?]
Having all your meals in the hotel is called ____ .
a.
b.
c.

[?]
How much is the room ____ night?
a.
b.
c.

[?]
Hotels are classified by the number of ____ .
a.
b.
c.

[?]
Quarter past nine is the same as ____ .
a.
b.
c.

[?]
Half past ten is the same as ____ .
a.
b.
c.

[?]
Twenty-five to two is the same as ____ .
a.
b.
c.

[?]
Four forty-five is the same as ____ .
a.
b.
c.

[?]
Five to five is the same as ____ .
a.
b.
c.

[?]
6.30 a.m. is ____ .
a.
b.
c.

[?]
6.30 p.m. is ____ .
a.
b.
c.

[?]
4.15 p.m. is ____ .
a.
b.
c.

[?]
If you meet somebody at 7.30 a.m you can say ____ .
a.
b.
c.

[?]
If you meet somebody at 9.30 p.m., you can say ____ .
a.
b.
c.

[?]
If you are going to bed at 9.30 p.m. you can say ____ .
a.
b.
c.

[?]
Christmas and New Year are in ____ .
a.
b.
c.

[?]
Easter is in ____ .
a.
b.
c.

[?]

Checklist

Use the following list to check whether you have obtained full benefit from this unit. You should be able to:

use vocabulary and expressions related to hotel services