module for tourism

MAY I HELP YOU? English for Hotel Students- The module. 2014

MAY I HELP YOU – A COMMUNICATIVE

COURSE FOR HOTEL STUDENTS

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Background of the module

‘May I Help You?’- A Communicative Module for Hotel Students is created to cater for the

needs of students going for the LI in the various hotel and resorts. The target group for this

module will be the 20 tourism students of semester 4 in PIS. This group are chosen in

preparation for their LI at various hotels and resorts. This course is designed for them because

they want to learn the common English terms and expressions that are used in such places.

The overall objective of the course and the module is to help the students to speak better

English, to use proper words, and to communicate better with guests.

THE SLOT

TIME ACTIVITY TOPIC

SLOT 18 - 10

KNOW YOUR VOCABULARY

Hotel industry words/terms/expressions

TEA BREAK

SLOT 211 - 1

ROLE PLAYING BOOKING A ROOMCHECKING INCHECKING OUTDEALING WITH COMPLAINTS

LUNCH BREAK

SLOT 32- 4

COURSE ASSESSMENT Hotel industry words/terms/expressions

Booking A Room

SLOT 44 – 5

COURSE EVALUATION

FILLING UP EVALUATION FORM

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SLOT 1

8.00 A.M. – 10.00 A.M.

(KNOW YOUR VOCABULARY)

Activity Instruction Learning Objective

Learning Outcomes

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SLOT 1

KNOWYOUR

VOCABULARY

(Hotel industry words/terms/expre

ssions )

Section A :

ENGLISH THROUGH PICTURES

Section B :

THE BEST FIT

Section C :

EXCUSE ME SIR!

Section D :

THE BEST RESPONSE

(i)Teacher asks students to sit in pairs and answer the vocabulary quiz. (Sec. A, B, C and D.)

(ii) Teacher discusses the answer.

>To familiarise students with vocabulary and terminology related to hotel industry.

>To improve students pronunciation .

>Identify, match and write the correct vocabularies to describe each picture.

>Fill in the blanks with suitable words for each situation given in the question.

>Identify, select and mark correct natural-sounding responses for each dialogue.

>Fill in the blanks with the correct responses for each question.

SLOT 2 :

ROLE PLAYING

(i)Teacher distributes the written dialogue on how to book a room to each pairs.

(ii) Teacher asks one pairs to act out the dialogue.

(iii) Teacher plays the audio recording version of the dialogue.

(iv)Teacher assigns each pairs to do a role play on the following situation:-(i) BOOKING A ROOM(ii) CHECKING IN(iii) CHECKING OUT(iv) DEALING WITH

>Use the language effectively in given situation.

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COMPLAINTS(2 pairs for situation no (i) and no (ii) and 3 pairs each for the other situation.

Each pairs is given 15 minutes to come out with the dialogue and 5 minutes for the role play.

SLOT 3 :COURSE ASSESSMENTSLOT 4 :COURSE EVALUATION

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VISUAL ENGLISH VOCABULARY QUIZ Hotel industry words/terms/expressions 1 Write the correct word (from the list on the right) to describe each picture:

bathroomkeytowelcurtainselevator

lobbypillowcoffeemakerlampbell

1.

2.

3.

4.

5.

6.

7.

8.

9.

10.

VISUAL ENGLISH VOCABULARY TEST Hotel industry words/terms/expressions 2 Write the correct word (from the list on the right) to describe each picture:

remote

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Clear Answ ers


receptionminibarpoolsafestaircase

uniformcreditluggagejacuzzi

1.

2. control

3.

4.

5.

6.

7.

8.

9.

10.

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Clear Answ ers


ENGLISH THROUGH PICTURES (VOCABULARY PRACTICE) Hotel industry words/terms/expressions 3 Write the correct word (from the list on the right) to describe each picture:

TVmicrowavecotbedsignclock

armchairphonecupshallway

1.

2.

3.

4.

5.

7.

8.

9.

10.

ENGLISH FOR HOTEL EMPLOYEES topic: Hotel Reception/ Guest Services 1

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Clear Answ ers


Fill in each blank with the correct word. If both words can be used, choose the one that sounds more natural in each situation:

1. Your room hasn't been (clean/cleaned) yet.

2. You can check (in/on) from 11:00 AM.

3. Check out (schedule/time) is 12:00 PM.

4. Let me know if you need anything else = Let me know if you (require/request) anything else

5. I can't (see/seem) to find your reservation.

6. Did you make your reservation (online/internet)?

7. Everything is in (good/order) = Everything is alright (= especially when talking about formal matters)

8. Do you have a restaurant on (promises/premises) ( = in or attached to the hotel)

9. We hope you (enjoy/please) your stay.

10. How long will you be (staying/stay)?

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Clear Answ ers


ENGLISH FOR HOTEL EMPLOYEES topic: Hotel Reception/ Guest Services 2


1. I'm sorry, we don't have any rooms (available/rentable) that weekend.

2. Would you like me to check another (date/schedule) for you?

3. I'm sorry, we're all- (books/booked) ( = we have no free rooms) because of a big conference.

4. I'll need to see your passport, or some other form of (identity/identification).

5. We don't have room (servants/service). ( = We don't bring food, etc. to your room)

6. The concierge will (show/carry) you to your room.

7. There's a (tiny/mini)-bar in every suite.

8. Let me know if I can be of further (assistance/assistant) = Let me know if there's anything else I can do to help

9. Before you arrive = (Prior/Previous) to your arrival

10. We also have a gym which you can use at your (dispersal/disposal).

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Clear Answ ers


ENGLISH FOR HOTEL EMPLOYEES topic: Talking with guests: General reception 1

Practice English with us! This exercise is for hotel concierges, bellhops, reception desk workers, managers, etc. It will help you have better conversations in English. A guest wants some information from you. Choose the most natural-sounding response:LEVEL: Easy

Can someone bring my bags up to my room?

I'll get someone to do that right away.

I'll get the bags into your room.

Are you going to take the bags yourself?

2. Do you have valet parking?

Yes, I'll get someone to park your car.

Yes, you can park it in the parking lot around the corner.

No, we don't have free parking.

3. Can I stay an extra night?

$100 per night.

We don't accept credit cards.

I'm sorry, but we're all-booked for tonight.

4. Where can I get a taxi into the city?

Yes, you can get there by taxi.

I'll call you a cab/taxi.

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It's not too expensive.

5. Can you give me a different room? This one is too small.

I'm sorry it's so small.

Yes, would you like to pay for the extra room by credit card?

I'm sorry but it's the biggest room we have available right now.

6. Is there a restaurant nearby?

There's a Chinese restaurant right across the street.

There are many good restaurants in our city.

Chinese food.

7. Can my guests stay in my room overnight?

Yes, but they have to register at the reception desk.

We have many international guests staying at our hotel.

Would you like to reserve a room for your guests?

8. I'd like a room for three nights.

How many nights will you be staying?

All of our rooms are non-smoking.

Would you like a room with one bed or two?

9. Can I pay cash?

No, we only accept cash.

That'll be $300 for four nights.

Of course.

10. I don't want my sheets changed every day.

There's a card you can put on your door handle to let the cleaning staff know.

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Yes, it's part of room service.

The cleaning staff does that every day.

ENGLISH FOR HOTEL EMPLOYEES topic: Talking with guests: General reception 2

Practice English with us! This exercise is for hotel concierges, bellhops, reception desk workers, managers, etc. It will help you have better conversations in English. A guest wants some

information from you. Choose the most natural-sounding response:LEVEL: Easy/Medium

1. Can you get someone to clean my room?

Yes, I'll get someone to do that right away.

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Yes, it was cleaned this morning.

Yes, all of our rooms are always clean.

2. Why was my credit card declined?

You can pay cash.

I don't know. You'll have to contact your bank to get that information.

No, we don't have free parking.

3. Where is breakfast served?

Breakfast is included.

We offer a breakfast buffet.

In the hotel restaurant.

4. Could you please confirm my reservation via (by) email?

Yes, I'll send you a confirmation email right away.

I'll give you our email address.

Please send us a confirmation right away.

5. We need some clean towels.

There is a shower in every room.

The cleaning staff will pick up the dirty towels when they clean the room.

I'll ask the cleaning staff to bring you some.

6. How much are the small bottles of brandy in the mini-bar?

I'll get more sent up right away.

They are $10 each.

There are 10 small bottles in each mini-bar.

7. I need to wake up at 7:00 AM.

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I'll make sure you get a wake-up call at that time.

It's 8:30 PM

Would you like me to call you a taxi?

8. Do you accept Mastercard?

You can pay with your bank card as well.

Yes, we accept all major credit cards.

You can pay with a credit card.

9. How much is your cheapest double room?

For one person?

Right now our cheapest one is $200 per night.

Our double rooms are usually booked well in advance.

10. I reserved a room for Friday. I'd like to change that to Saturday.

OK, you will be leaving on Saturday?

I see that you've already made a reservation.

OK, let me check your reservation.

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ENGLISH FOR HOTEL AND RESORT STAFF topic: General English vocabulary for talking to guests 1

This exercise is for anyone who works in a hotel, motel, resort, etc. and wants to improve their English in order to server customers better. Fill in each blank with the proper (best) response from

the list on the right: coursebalconyservedcharge

voiceseeingsafequoted

petscoffeemaker

1. Do I have to pay for this? No, our resort provides this free-of- .

2. That's not the price I was over the phone.

3. Guests are allowed to keep small such as dogs and cats in their room.

4. Breakfast is from 7:00 AM to 11:00 AM in the hotel restaurant.

5. Each room comes with an electric fireplace and a private overlooking the ocean.

6. You can access/check your mail by dialing "55" on your telephone.

7. Each suite comes with a where you can store all your valuables.

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8. We organize sight- every other day.

9. I'll get the staff to bring up some new filters for the .

10. Use of the golf is included in the price.

ENGLISH FOR HOTEL AND RESORT STAFF topic: General English vocabulary for talking to guests 2

This exercise is for anyone who works in a hotel, motel, resort, etc. and wants to improve their English in order to server customers better. Fill in each blank with the proper (best) response from the list on the right:

advanceovernightportsqueen

sleepsformtopvacancies

deliveredfront

1. There's a 10% tax on of ( = in addition to) the basic room rate.

2. Yes, your guests are allowed to stay in your room.

3. The "reception desk" is often referred to as the desk.

4. This suite up to 5 people.

5. If you like, I can have your dry cleaning picked up and to you later.

6. I suggest you book our executives suites well in .

7. We don't have any free rooms = We don't have any .

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Clear Answ ers


8. Please fill out this .

9. Would you like a room with one king bed or two beds?

10. Each suite has multiple data , so you can go online ( = access the internet) anytime you like.

SLOT 2

11.00 A.M. – 1.00 P.M.

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(Role Play)

DialoguesNarrationsPhrasesPronunciationRole-play exercisesQ&AOnline testsAll English-learning resources

Audio options:

32 kbps audio

64 kbps audio

Booking a hotel roomI´d like to book a room please.

Receptionist: — Good afternoon, San Felice Hotel. May I help you?Mrs Ryefield: — Yes. I´d like to book a room, please.Receptionist: — Certainly. When for, madam?Mrs Ryefield: — March the 23rd.Receptionist: — How long will you be staying?Mrs Ryefield: — Three nights.Receptionist: — What kind of room would you like, madam?Mrs Ryefield: — Er... double with bath. I´d appreciate it if you could give me a room with a view

over the lake.Receptionist: — Certainly, madam. I´ll just check what we have available. . . Yes, we have a room

on the 4th floor with a really splendid view.Mrs Ryefield: — Fine. How much is the charge per night?Receptionist: — Would you like breakfast?Mrs Ryefield: — No, thanks.Receptionist: — It´s eighty four euro per night excluding VAT.Mrs Ryefield: — That´s fine.Receptionist: — Who´s the booking for, please, madam?Mrs Ryefield: — Mr and Mrs Ryefield, that´s R-Y-E-F-I-E-L-D.Receptionist: — Okay, let me make sure I got that: Mr and Mrs Ryefield. Double with bath for

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http://www.audioenglish.org/


March the 23rd, 24th and 25th. Is that correct?Mrs Ryefield: — Yes it is. Thank you.Receptionist: — Let me give you your confirmation number. It´s: 7576385. I´ll repeat that: 7576385.

Thank you for choosing San Felice Hotel and have a nice day. Goodbye.Mrs Ryefield: — Goodbye.

SLOT 3

2.00 P.M. – 4.00 P.M.

Course Assessment

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Section A: Write the correct word (from the list on the right) to describe each picture:

horsebackconferencebalconybeachphonebellhopcoursechaircartsheets

1.

2.

3.

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4.

5.

6.

7.

8.

9.

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10.

Section B:


1.The rate for that room is (slightly/lightly) ( = a little) higher.

2. I can (assist/assess) ( = help) you with this.

3. Is there a (trouble/problem) with your room?

4. Are you having (trouble/problem) opening the door?

5. We offer (washing/laundry) service for our guests.

6. This service is (given/provided) as part of your room rate.

7. Breakfast is not included in the price. You will have to pay (extra/money) for it.

8. We offer 24- (hour/hours) room service.

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Clear Answ ers


9. The word "amenities" refers to "comforts" or (conveniences/conventions). These may include a pool, a sauna, a restaurant, etc.

10. We have an (indoor/inside) pool for our guests.

Section C: A guest wants some information from you. Choose the most natural-sounding response:

1. I'd like to file a complaint with the manager.

There's a conference in the hotel this weekend.

He's not around right now, but I'll have him call you as soon as possible.

The manager likes to complain, but he's a good person.

2. Hi, I have a reservation. My name is McAlister.

Spelling?

I don't know how to spell that.

OK. How do you spell your last name.

3. How do I get to your hotel from the airport?

Our shuttle bus runs until 11:00 PM

We have a shuttle bus that runs to and from the airport.

Public transportation is not very convenient here.

4. How far is your hotel from the train station?

We're about 2 kilometers away.

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You can come by taxi.

The fact that we're located close to the train station makes us a very convenient choice.

5. I think the taxi driver cheated me!

You have to make sure that the taxi driver uses the meter.

The best way to get to the airport is by taxi.

Sometimes you have to wait a long time for a taxi to come.

6. Is it safe to walk alone around here?

Yes, we care about your safety.

Safety first!

Yes, this is a very safe neighborhood.

7. Where is the conference room?

It's on the second floor.

There is a conference this weekend.

Would you like a room?

8. How do I get to the conference room?

Take the elevator up to the second floor and turn right. You'll see the door marked "Conference Room."

Take the elevator up to the second floor and turn right. You'll see the door named "Conference Room."

Your room is on the third floor. You can take the elevator or the stairs.

9. Hmm... that's a little out of my price range.

Will you be paying by cash or credit card?

OK. Let's see if we can find you something more affordable.

OK. When will you be leaving?

10. Why do I have to leave my passport?

You have leave your passport at the reception desk.

Give me your passport, please.

It's hotel policy. All guests have to leave their passports at the reception desk for the duration of their stay.

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Section D

Fill in each blank with the proper (best) response from the list below :

messagessystemextrachargedreceiptmachinecardfitnessbaggageoffers

1. We you an additional $5 for the two long-distance calls that you made.

2. There are no for you.

3. You can leave your here until 5:00 PM.

4. This is a service that the resort to all its guests.

5. There's a center on the second floor.

6. We use (swipe) keys.

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7. I can't check the status of your reservation because our ( = computer) is down right now.

8. I'm printing out your right now.

9. I'll bring you some blankets.

10. There's a fax in the main lobby.

SECTION E : Imagine you are taking the hotel reservation via phone. Complete the dialogue with suitable sentences.

Hotel Clerk: Hello. Sunnyside Inn. May I help you?

Man: Yes, I'd like to reserve a room for two on the 21st of March.

Hotel Clerk: _________________________________________________________

Man: No. March, not May.

Hotel Clerk: ______________________________________________________________________________

Man: Are you all booked that night?

Hotel Clerk: ______________________________________________________________________________

Man: How much is that?

Hotel Clerk: _________________________________

Man: Oh, that's a little too expensive for me. Do you have a cheaper room available either on the 20th or the 22nd?

Hotel Clerk: _________________________________________________

Man: Non-smoking, please.

Hotel Clerk: ______________________________________________________________________________

Man: Well, how much is the non-smoking room on the 20th?

Hotel Clerk: ______________________________________________________________________________

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Man: Okay, that'll be fine.

Hotel Clerk: ___________________________________________________________________

Man: Yes. Bob Maexner.

Hotel Clerk: ___________________________________________________________________

Man: M-A-E-X-N-E-R.

Hotel Clerk: ____________________________________________________________

Man: Okay. Goodbye.

- THE END -

SLOT 4

4.00 P.M. – 5.00 P.M.

Course Evaluation

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Course Evaluation 1. How likely is it that you would recommend this training to a friend or colleague?

Not at all likely - 0 1 2 3 4 5 6 7 8 9 Extremely likely - 10

2. Do you have any other comments, questions, or concerns?

Do you have any other comments, questions, or concerns?3. What does the trainer need to do to improve his/her performance?

What does the trainer need to do to improve his/her performance?4. How quickly does the trainer follow up on requests?

How quickly does the trainer follow up on requests? Extremely quickly

Quite quickly

Moderately quickly

Slightly quickly

Not at all quickly5. How well does the trainer handle criticism of her work?

How well does the trainer handle criticism of her work? Extremely well

Quite well

Moderately well

Slightly well

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Not at all well6. How well does the trainer work with all the participants?

How well does the trainer work with all the participants? Extremely well

Very well

Moderately well

Slightly well

Not at all well7. What department do you work in?

What department do you work in? Administrative

Customer Service

Marketing

Human Resources

Other8. What is your job role?

What is your job role? Receptionist

Team Leader

Manager

Other9. How easy is it to get help from your supervisor when you want it?

How easy is it to get help from your supervisor when you want it? Extremely easy

Quite easy

Moderately easy

Slightly easy

Not at all easy10. What does your trainer need to do to improve his/her performance?

What does your trainer need to do to improve his/her performance?11. How realistic are the expectations of your trainer?

How realistic are the expectations of your trainer? Extremely realistic

Very realistic

Moderately realistic

Slightly realistic

Not at all realistic12. How often does your trainer listen to the participants' opinions during the training?

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Extremely often

Very often

Moderately often

Slightly often

Not at all often13. How effective is the training you receive from the trainer?

How effective is the training you receive from the trainer? Extremely effective

Very effective

Moderately effective

Slightly effective

Not at all effective14. Overall, are you satisfied with this training, neither satisfied nor dissatisfied with it, or dissatisfied with it?

Overall, are you satisfied with this training, neither satisfied nor dissatisfied with it, or dissatisfied with it? Extremely satisfied

Quite satisfied

Somewhat satisfied

Neither satisfied nor dissatisfied

Somewhat dissatisfied

Quite dissatisfied

Extremely dissatisfied15. When you make a mistake, how often does the trainer? respond constructively?

When you make a mistake, how often does the trainer? respond constructively? Always

Most of the time

About half of the time

Once in a while

Never16. Overall, do you feel positively, negatively, or neither positively nor negatively about this training?

Overall, do you feel positively, negatively, or neither positively nor negatively about this training? Extremely positively

Quite positively

Somewhat positively

Neither positively nor negatively

Somewhat negatively

Quite negatively

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Extremely negatively17. How clearly did your trainer explain the module?

How clearly did your trainer explain the module? Extremely clearly

Quite clearly

Moderately clearly

Slightly clearly

Not at all clearly18. How friendly was the receptionist when you arrived at our office?

How friendly was the receptionist when you arrived at our office? Extremely friendly

Quite friendly

Moderately friendly

Slightly friendly

Not at all friendly19. Did you feel that your trainer spent too much time speaking with you, too little time speaking with you, or about the right amount of time speaking with you?

Did you feel that your trainer spent too much time speaking with you, too little time speaking with you, or about the right amount of time speaking with you? Much too much

Somewhat too much

Slightly too much

About the right amount

Slightly too little

Somewhat too little

Much too little20. How effectively did you feel the skills taught in the training were significant to be used in your workplace?

How effectively did you feel the skills taught in the training were significant to be used in your workplace? Extremely effectively

Quite effectively

Moderately effectively

Slightly effectively

Not at all effectivelyPowered by SurveyMonkey

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REFERENCEhttp://www.englishformyjob.com/ell_hotelindustry.html

https://www.surveymonkey.com/s.aspx?

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http://www.englishformyjob.com/ell_hotelindustry.html

module for tourism

Documents

hotel students background

slot timeactivitytopic

course assessment slot

room slot

students pronunciation

needs of students

form english

better english