ENGLISH FOR HOTEL SERVICE Nguyeãn Ngoïc Syõ

CHAPTER I: BOOKING ROOM

UNIT 1: BOOKING ROOM THROUGH TELEPHONE

*

CONVERSATION:
_R: Room reservation _

G: Guest
R: Good afternoon! Room reservation. May I help you?

G: Yes, I'd like to make a reservation.

R: Thank you, sir. For which date?

G: From September 1st.

R: For how many days?

G: For two days.

R: How many people will there be?

G: Two, my wife and I.

R: Which kind of room would you prefer, sir?

G: A double room, please.

R: Would you please hold for a while? I'll check our room availability. (Checking)

Thanks for your waiting. The room is available.

G: What's the room rate for a double room per day?

R: It depends on which kind of room, sir. We have luxurious double room and standard one. Which one would you prefer?

G: The standard one sounds good to me.

R: Sir, the room rate for standard double room per day is 150000 VND.

G: Is there any discount?

R: I'm afraid there is no discount, because it is peak session now.

G: Fine. I'll take one.

R: May I have your name, sir?

G: Yes, it's Smith.

R: How do you spell it, please?

G: S-M-I-T-H.

R: Mr. Smith. May I have your phone number, please?

G: It's 00852-2422-2319.

R: I'd like to confirm your reservation. A standard double room for Mr. Smith, from September 1st to September 2nd.

G: That's right. Good-bye.

R: Good-bye.

*

VOCABULARY
- Reservation (n) : söï ñaët choå, söï ñaët phoøng.

Ex: - My secretary has made all the reservations for my journey

- To reserve = to book (v) : ñaët choå, ñaët phoøng.

Ex: - My secretary has reserved all for my journey. = My secretary has booked all for my journey.

- Date (n) : ngaøy thaùng

Ex: - What date is today? Today is September 1st.

- Day (n) : ngaøy

Ex: - What day is today? Today is Monday.

- How many : Bao nhieâu

Ex: - How many days will you be in HN?

- To prefer : thích hôn

Ex: - I prefer football to volleyball.

- Luxurious (a) : sang troïng, xa xæ

Ex: - She lives in a luxurious house.

- Standard (a) : trung bình

Ex: - I want to book a standard single room.

- Discount (n) : giaûm giaù, reû, chieát khaáu

Ex: - You'll get 20% discount

- We offer 10% discount for cash.

- Peak session : luùc cao ñieåm

Ex: - Because it is peak session, we can't give you any discount.

- To spell (v) : ñaùnh vaàn

Ex: - Can you spell your name?

- To confirm (v) : xaùc nhaän, chöùng thöïc.

Ex: I want to confirm your statement.

*

Sentence models:
- May I help you?

- What kind of room would you prefer?

- How do you spell your name?

- Which date would that be?

- I'd like to make a reservation.

- May I have your name?

- May I have your phone number?

UNIT 2: RESERVING ROOM FOR A FRIEND

*

CONVERSATION
R: Good morning. This is Room Reservation. May I help you?

G: I'd like to reserve a room for my friend.

R: Thank you, sir. Which date would that be?

G: From October and for one week.

R: Which kind of room would you prefer?

G: A single room, please.

R: Just a moment. I'll check our room availability for those days. (Checking)

Thank you for your waiting. It's available.

G: What is the room rate?

R: Single room at 150000 VND and 200000 VND are available.

G: I'll take the one at 200000 VND.

R: certainly, sir. May I have the name of your friend?

G: Mr. Peter.

R: Thank you. May I have your name and phone number?

G: Yes, it's 020-8766-7560. My name is Henry Wood.

*

VOCABULARY
- Assistance (n) : trôï lyù, söï giuùp ñôû

Ex: - May I be any assistance, sir?

- Please call if you require assistance.

- To assist (v) : giuùp ñôû, tham gia.

Ex: - could you assist me to solve this problem?

- Single (a) : ñôn

Ex: - I need a single room.

- Available (a) : coù theå cöû duïng ñöïôc, raûnh rang

Ex: - These tickets are available for three days only.

- Are you available for the party next week?

*

SENTENCE MODELS
- We have no record of your reservation.

- Under whose name was the reservation made?

- May I be any assistance?

- Thanks for your waiting.

- How long do you plan to stay?

- How many guests will there be in your group?

- Who made the reservation, please?

UNIT 3: BOOKING ROOM FOR THE DELEGATION

*

CONVERSATION
R: Room Reservation. Good morning. May I help you?

G: I'd like to make a reservation. Our delegation will be visiting Ho Chi Minh City at the end of this month.

R: Which day would that be?

G: From July 25th.

R: How long do you plan to stay?

G: One week, please.

R: How many people are there in your delegation?

G: 20 and I'd like to book ten double rooms with twin beds.

R: Please hold on for a while. Let me check the reservation list and see if we have enough vacancy. (Checking) Thanks for your waiting. We can book you ten double rooms for those days.

G: Thank you. How much is a double room per day?

R: 200000 VND for a double room per day.

G: Is there any special rate for a group reservation?

R: Yes, we offer a 15% discount.

G: Great. I confirm the booking then.

R: could you fill in the form?

G: Here you are. Is everything done?

R: Just a moment. You should pay a deposit of 200000 VND.

G: No problem. Here you are.

R: Thank you. Please keep the receipt.

G: Good-bye.

R: Good-bye.

*

VOCABULARY
- Delegation (n) : phaùi ñoaøn, ñoaøn ñaïi bieåu

- To delegate (v) : uûy quyeàn, uûy thaùc, giao phoù.

- To delegate somebody to undertake a task : cöû ai laøm moät nhieäm cuï gì.

- How long : bao laâu

Ex: - How long have you been to China?

- To book (v) : ñaët tröôùc.

Ex: - Have you booked tickets for tonight picture?

- How much : bao nhieâu

Ex: - How much is the pen?

- to offer (v) : bieáu, taëng, cung caáp.

Ex: - They offered a special rate for us.

- to deposit (v) : ñaët tieàn coïc, ñaët caùi gì xuoáng

Ex: - We would like you to deposit a day's rate.

- He deposited the notebook on the desk.

- Receipt (n) : bieân lai, bieân nhaän, hoùa ñôn.

Ex: - I've just got a receipt for money spent.

*

SENTENCE MODELS
- How many days do you wish to stay?

- When did you make the reservation, sir?

- How long will you be staying?

- We can confirm the booking now.

- Sorry to have kept you waiting, sir.

- How much is the suite?

- How much will that be?

UNIT 4: THE ROOM IS FULLY BOOKED

*

CONVERSATION
R: Good evening, madam. What can I do for you?

G: Good evening. I'd like to make a reservation.

R: Which kind of room do you prefer?

G: A single room.

R: For which date?

G: February 3rd, next Friday, please.

R: Could you hold the line, please? I'll check our reservation list. (Checking) Thank you for your waiting. I'm afraid the single room is fully booked for that day.

R: Can you change your reservation date? We have rooms available on February 4th.

G: No, thanks. I'll come to your city for a meeting on February 3rd and I'll leave on February 4th.

R: We may have cancellations. Could you call us again closer to the date?

G: Sure, but if you have any cancellations, could you let me know as soon as possible?

R: Certainly. May I have your name and phone number?

G: It's Mrs. Wood and the number is 00852-23435454. Thanks, good-bye.

R: You are welcome. Good-bye.

*

VOCABULARY
- Would like : thích, muoán.

Ex: - Would you like to have a drink of water?

- I'd like to have a cup of coffee.

- to cancel (v) : huûy boû, xoùa.

Ex: - He cancelled his order for the car.

- The year-end sales meeting was cancelled.

*

SENTENCE MODELS
- I'm sorry all our rooms are fully occupied.

- I'm afraid the hotel is fully booked for that day.

- I'm sorry rooms facing the garden are all full.

- I'm afraid we won't be able to guarantee you a single room on those dates.

- Unfortunately, the hotel is full for this Friday.

- Sorry, we are fully booked.

- The rooms facing the sea on the top floor are fully occupied.

UNIT 5: CHANGING THE RESERVATION

*

CONVERSATION
R: Room Reservation. May I help you?

G: Yes, I'd like to change my reservation.

R: May I have your name?

G: Susan, I made a reservation for two days from March 1st. I'd like to extend it for one more day.

R: For 3 days from March 1st until March 3rd.

G: That's right.

R: Will there be any change in your room type?

G: Yes, I'd forget to tell you that. If possible I'd like to change the single room to a suite.

R: No problem. We'll extend the reservation and change the single room to suite. One suite for three days, right?

G: That's right. Thank you. Good-bye.

R: You are welcome. Good-bye.

*

VOCABULARY
- To forget (v) : quean

Ex: - Sorry, I have forgotten his name.

*

I'm very sorry that I forgot posting the letters for you.
- To extend (v) : keùo daøi, môû roäng.

Ex: - Would you like to extend your visit for a few days?

*

He extended his hand to her. *

I'm honored to extend our warmest welcome to you.
- To extend something to someone : ñöa caùi gì cho ai.

*

SENTENCE MODELS
- How long do you intend to stay?

- What kind of room would you prefer?

- When do you want the room?

- Is it just for one night?

- For how long?

UNIT 6: CANCELLING THE RESERVATION

*

CONVERSATION
R: Room Reservation. May I help you, sir?

G: I'd like to cancel a reservation.

R: Under whose name was the reservation made?

G: Peter Smith.

R: When did you make the reservation?

G: Yesterday.

R: A double room for May 4th. Is that right?

G: That's right.

R: Thank you. I'll cancel the reservation for you.

G: Thanks.

R: You are welcome.

*

SENTENCE MODELS
- If you have anything you need, just ring the Reception.

- If you want any help, just press the button.

- Is there a restaurant in the hotel?

- What time do you serve meals?

- Could you tell me what services does your hotel offer?

- I'd like to know about the fitness facilities.
CHAPTER II: RECEPTION

UNIT 1: RESERVED ROOM

*

CONVERSATION
R: Good morning. What can I do for you?

G: Good morning. I'm Peter Wood. I made a reservation yesterday.

R: Just a minute, Mr. Wood. Yes, we have a reservation. A suite. Is that right?

G: Yes. But I prefer a single room to a suite, if possible.

R: I'm afraid that our single rooms are fully occupied.

G: That's all right.

G: Where is the room?

R: On the 17th floor.

G: I'd like a spacious room, if possible.

R: Yes. This one is spacious and I'm sure you will find it very comfortable.

G: Thanks. I'll take it.

R: Your passport, please.

G: Here you are.

R: Please fill in the registration form.

G: Here you are.

R: Thank you. Will you go to the room now?

G: Yes, please.

R: Here's your room key, Mr. Wood. Would you please give the key to the reception desk when you go out?

G: Yes, I will.

R: Your room number is 1710. The bellman will take you to your room.

*

VOCABULARY
- To occupy (v) : chieám ñoùng, choaùn choã

Ex: - We were informed that our capital had been occupied.

*

Many disappointments occupy my mind. *

My brother occupies an important position in the board of directors.
- Spacious (a) : roäng raõi

Ex: - The hall is so spacious that it can accommodate over 200 people.

- Comfortable (a) : thoaûi maùi

Ex: - I'd like to buy a comfortable chair.

- I feel very comfortable to stay at home.

- To register (v) : ñaêng kyù, bieåu loä

Ex: - Where should I register for the new company?

- After hearing the news, his face registered astonishment.

*

SENTENCE MODELS
- We have a single room ready for you on the 20th floor.

- We can offer you a suite on the 10th floor.

- I booked a double room here for tonight.

- We have reserved you a double room.

- The travel agency has arranged for a single room for me.

- My company has arranged for a suite for my family and myself.

- Sorry, but we do have a single room on the top floor.

UNIT 2: UNBOOKED ROOM.

*

CONVERSATION
R: Good afternoon, sir. May I help you?

G: Good afternoon. Can I have a single room?

R: Have you made a reservation?

G: Not yet.

R: For how many days are you planning to stay?

G: four, please.

R: Just a moment. I'll check if there are rooms available.

R: There are single room at 150000 VND and 230000 VND available. Which one would you prefer?

G: The room at 230000 VND sounds good to me. I'll take it.

R: Please fill in the registration form.

G: Here you are. Is everything done?

R: Just a minute, sir. Our hotel policy requires one day's room charge for deposit to those who haven't made a reservation.

G: No problem. Here you are.

R: Thank you. Here's your receipt. Please keep it. Your room is 2124 on the 20th floor. Here's your key. The bellman will take you to your room.

G: Thank you.

R: You are welcome. Wish you a nice stay in our hotel.

*

VOCABULARY
- to stay (v) : ôû laïi

Ex: - I will stay to see what will happen.

*

They invited me to stay for supper. *

She decided to stay single. *

He always stays sober.
- To check (v) : kieåm tra

Ex: - How could you check his statements?

- I want to check out now.

- To sound (v) : nghe nhö

Ex: - It sounds reasonable.

- To fill (v) : chöùa ñaày, ñieàn vaøo, boå nhieäm.

Ex: - Why the room is filled with smoke?

*

Please fill in the application form. *

Do you know who will fill the vacancy?
*

SENTENCE MODELS
- May I see your passport, please?

- Have you got any other identification?

- Could you sign your name here?

- Could you fill in this form, please?

- Your passport, please.

- May I have your signature?

- Would you please fill up the form?

UNIT 3: WELCOME A GROUP OF TOURISTS

*

CONVERSATION
A: Attendant

T: Tour leader

A: Good afternoon. Who is the tour leader, please?

T: It's me. You can call me Henry.

A: How do you do? Welcome to our hotel. I'm Thuy. I'd like to reconfirm the schedule for the period of your stay.

T: I see.

A: Is there any change in the number of your group?

T: Yes, there are two more.

A: So should you have one more double room?

T: Yes.

A: Your check-out tome is at 7:30 tomorrow morning. Has there been any change in your schedule?

T: Yes. We'd like to change our check-out time to 8:00 tomorrow morning.

A: We'll arrange a morning call at 7:00 a.m. and the breakfast at 7:30. Will that be fine?

G: That's fine. Thank you.

A: You are welcome.

*

VOCABULARY
- To call (v) : goïi, keâu.

Ex: - Her name is Susan, but we all call her little rabbit.

*

Could you call me at 7 tomorrow morning? *

It seems that someone is calling.
- To change (v) : thay ñoåi.

Ex: - My plan will not change.

*

Do you want to change the room? *

Could you change this 50-dollar note for me?
- To arrange (v) : saép xeáp, chuaån bò.

Ex: - It's very difficult to arrange disputes among children.

*

He's arranging the next day's work.
*

SENTENCE MODELS
- Here's your key.

- The bellman will take you to your room.

- The lift is over there.

- The bellman will bring up your luggage.

- The bellman will take you up.

- Your luggage will be sent up immediately.
CHAPTER III: LUGGAGE SERVICE

UNIT 1: HELPING GUESTS TO BRING THE LUGGAGE TO THE RECEPTION

*

CONVERSATION
B: Bellman

G: Guest

B: Good afternoon, sir. Welcome to the International Hotel.

G: Good afternoon.

B: How many pieces of luggage do you have in all?

G: Just these two.

B: One suitcase and one bag. Is that right?

G: Yes, that's all.

B: I'll show you to the Reception. This way, please.

G: Thanks.

B: I'll show you to your room when you have completed check-in.

G: Fine, thanks.

B: You are welcome. Wish you a nice stay in our hotel.

*

VOCABULARY
- How many : bao nhieâu.

Ex: - How many people are there in your group?

*

How many of them were absent? *

Could you tell me how many of the windows were broken?
- To show (v) : chæ, daãn, trình chieáu.

Ex: - What will be showing at the cinema tomorrow night?

- I was shown into the dining-room.

- Reception (n) : cuoäc chieâu ñaõi, tieáp nhaän.

Ex: - The house has a reception room.

*

We plan to hold a reception for the new members. *

The new novel had a warm reception.
- To wish (v) : öôùc, chuùc.

Ex: - I wish I knew what has happened.

*

She wishes she could meet him this winter. *

Wish you good luck!
*

SENTENCE MODELS
- How many pieces of luggage do you have?

- Is there anything valuable or breakable in your suitcase?

- I'll show you to the Front Desk.

- You have one suitcase and one bag.

- Is that right?

UNIT 2: HELPING GUESTS TO BRING THE LUGGAGE INTO THE ROOM

*

CONVERSATION
B: Good evening, sir. I'll show you to your room.

G: Good evening.

B: How many pieces of luggage do you have?

G: Three.

B: You have two suitcases and one bag. Is that right?

G: Yes, that's right.

B: Is there anything breakable or valuable in your bag?

G: Oh, yes. There is a digital camera in the bag which is very expensive.

B: Could you carry this bag yourself, sir? I'm afraid the camera might break.

G: No problem. It seems there are many people today.

B: Yes, there is a product promotion meeting held here tonight. This way, please. The lift is over there.

G: Really? Which kind of product?

B: Some kinds of electronic products.

G: Do you know when it begins?

B: Sorry, I don't know. If you want to know about it, you can ask the Inquiry.

G: Thank you.

B: Here's you room.

*

VOCABULARY
- To break (v) : vôõ, gay, phaù vôõ.

Ex: - The boy broke his leg.

*

Who broke the clock? *

When the factory broke, many workers were ruined.
- Valuable (a) : coù giaù trò.

Ex: - It's a valuable discovery.

- The diamond necklace is very valuable.

- To seem (v) : döôøng nhö.

Ex: - There seems to be no objections to the motion.

*

It seems to be raining. *

The book seems to be very boring.
- To want (v) : muoán, can.

Ex: - The baby wants a person to look after.

*

She wants to be a doctor. *

Your shirt wants washing. *

It wants half an hour to the meeting time.
*

SENTENCE MODELS
- May I put your suitcase here?

- Here is the Hoan My Hotel.

- Would you like to open the window?

- Watch your step, madam.

- Is this all your luggage?

- Is this all you have?

- Would you mind carrying this bag?

- May I put your luggage here?

UNIT 3: AFTER CARRYING THE LUGGAGE INTO THE ROOM.

*

CONVERSATION
B: Here's your room. May I have your room key, please?

G: Here you are.

B: Where would you like to have this luggage put?

G: Just leave them here.

B: Here's your key.

G: Could you help me to hang the suit in the closet?

B: Certainly.

G: Thank you.

B: Anything else I can do for you?

G: Could you open the window for me? I want some fresh air.

B: Ok.

G: Is there a Hotel Guide?

B: Yes. It is in the desk drawer.

G: I see. I want to write to a friend. Are there stationeries?

B: Yes. They are also in the desk drawer.

G: Fine.

B: Anything else I can do, sir?

G: Could you please close the window and open the air-conditioner?

B: Ok.

G: Thanks.

B: Hope you a happy stay in our hotel.

*

VOCABULARY
- To hang (v) : treo.

Ex: - The lamp hanging from the ceiling is very beautiful.

- He was hanged from murder.

- To write (v) : vieát.

Ex: - Should we write in ink?

*

Please write down the address in case you forget it. *

He is planning to write a new novel.
- To close (v) : ñoùng, chaám döùt, keát thuùc.

Ex: - Did you close all the doors and windows when you went out?

*

The museum will be close tomorrow. *

It's time to close the discussion.
- To open (v) : môû, khai tröông.

Ex: - Please open the box.

*

They plan to open a well here. *

Our new store will open next week. *

Banks don't open on Sundays.
*

SENTENCE MODELS
- I'd like to leave it with you.

- Could you post these letters for me?

- Could you bring me a bottle of boiled water?

- How to open the TV?

- Where is the control of the air-conditioner?

- What's the time for room service?

UNIT 4: MISDELIVERING THE LUGGAGE

*

CONVERSATION
R: Reception

G: Guest

B: Bellman

R: Reception. What can I do for you?

G: Yes. I've been waiting for my luggage to be sent up for almost half an hour. Where is it?

R: I'm terribly sorry to hear that. May I have your name and room number, sir?

G: Wood. Room 1142.

R: Mr. Wood. How many pieces of luggage do you have in all?

G: Two suitcases and one bag.

R: Could you describe them?

G: The suitcases are grey and the bag is blue. Both are made of leather.

R: Is there any name tag attached to them?

G: Yes, all of them have tags.

R: I'll check them for you as soon as possible. Please hang the line at first and I'll call you back soon. Sorry for all the troubles brought to you.

R: Is that Mr. Wood? This is Reception. We've found your luggage.

G: Where are they?

R: They are misdelivered to the other Mr. Wood, who has the exactly same name as you.

G: I see.

R: Now your luggage is sent up to your room and you'll have it within five minutes. Please accept our apology for such carelessness.

G: That's all right.

B: Bellman. May I come in, sir?

G: Come in.

B: I'm very sorry for the delay. It happens to have a client of the same name with you.

G: That's all right.

B: You have two suitcases and one bag. Is that right?

G: That's right. By the way, could you tell me where the business center of the hotel is?

B: It's on the first floor of the main building.

G: Thank you.

B: Anything else I can do for you?

G: No, thanks.

B: Hope you a nice stay in our hotel.

*

VOCABULARY
- To send (v) : göûi, ñöa, laøm cho (ai) trôû thaønh.

Ex: - Could you send a message for him on behalf of me?

*

Mary was sent to bed. *

The noise is sending him crazy.
- To describe (v) : moâ taû.

Ex: - It's very difficult to describe my feeling.

*

He describes him as a politician.
- To bring (v) : mang.

Ex: - Please bring me a glass of water.

*

The happy news brought tears to his eyes. *

They could not bring themselves to believe the death of their beloved teacher.
- To attach (v) : ñính keøm.

Ex: - Have you attached label to the luggage?

*

No blame attaches to her.
*

SENTENCE MODELS
- Where is my luggage?

- Could you pick up the luggage for me?

- May I help you with your luggage, madam?

- Is this everything?

- Please keep your tag well?

- Where should I collect the luggage?

UNIT 5: HELPING GUESTS PICK UP THE LUGGAGE

*

CONVERSATION
R: Reception

G: Guest

B: Bellman

R: Reception. What can I do for you?

G: I'm going to check out soon. Could you send a bellman to pick up my luggage?

R: Certainly. May I have your name and room number, sir?

G: Mr. Wood in room 1011.

R: We'll send a bellman to your room immediately.

G: Thank you.

B: Bellman, sir. May I come in?

G: Come in, please.

B: I've come for your luggage.

G: Thank you. Could you take the suitcase and the bag?

B: Certainly, sir. Is this all?

G: Yes.

B: Is there anything valuable or breakable in your bag?

G: No.

B: This is your name-tag, sir. We'll keep your luggage at the Reception. Could you pick them up here?

G: Ok. Thanks.

B: You are welcome.

*

VOCABULARY
- To pick (v) : nhaët, haùi, theo.

Ex: - Could you pick the fruit for me?

- Which way do you pick?

- To keep (v) : giöõ.

Ex: - She asked the angry man to keep calm.

*

What kept you from participating in the contest? *

Keep the change, please.
*

SENTENCE MODELS
- Here's your tag.

- Could you please check that everything is here?

- Could you come down to pick up the luggage?

- Please make sure that your bags are all packed.

- Sorry for having kept you waiting.

- The cloakroom is open until 10 p.m.

UNIT 6: PICKING UP THE LUGGAGE.

*

CONVERSATION
R: Receptionist

G: Guest

R: Good afternoon, madam. May I help you?

G: Good afternoon. I left my luggage with you this morning.

R: May I have your tag, madam?

G: Here you are.

R: Thank you, madam. Please wait for a moment.

R: Thank you for your waiting. Is this everything?

G: Yes. Thanks.

R: You are welcome.

*

NEW WORD
- To leave (v) : boû ñi, boû laïi, ñeå quean.

Ex: - When will you leave Paris?

*

Could you leave the matter in my hand? *

Please leave word with my secretary. *

He left the research to his assistant. *

Did she leave anything for me?
CHAPTER IV: ROOM SERVICES

UNIT 1: MAKING UP THE ROOM

*

CONVERSATION
R: Reception

G: Guest

R: Reception. What can I do for you, sir?

G: Could you send someone to make up my room now? I have a very important appointment in my room at 10:00.

R: Certainly, sir. May I have your name and room number?

G: Smith from room 2124.

R: We'll send a housemaid to your room immediately. Please wait for a minute.

G: Thanks. By the way, could you also ask her to bring me a bottle of just boiled water?

R: No problem.

*

VOCABULARY
- To make up : doïn deïp, trang ñieåm.

Ex: - Could you help me to make up the books?

*

Your bed still needs to be made up. *

It takes her more than half an hour to make up.
- Appointment (n) : cuoäc heïn.

Ex: - I have an appointment this afternoon.

- Could you make an appointment with the dentist for me?

*

SENTENCE MODELS
- Housekeeping, may I come in?

- Our room hasn't made up yet.

- Your room will be ready in half an hour.

- Could you made up my room first?

- I hope you're enjoying your stay with us.
_Don't neglect your studies if you don't want to lose your future._