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English for hotels and hospitality

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«English for hotels and hospitality»

АНО СПО «Колледж Волжского Университета имени В.Н.Татищева» ENGLISH FOR HOTELS AND HOSPITALITY Преподаватель: Якуба Наталья Анатольевна 2021

АНО СПО «Колледж Волжского Университета имени В.Н.Татищева»

ENGLISH FOR HOTELS AND HOSPITALITY

Преподаватель: Якуба Наталья Анатольевна

2021

IMPORTANCE OF ENGLISH For service sector employees, knowing of English is not a plus, but a prerequisite. When hiring, an employer most often requires an Upper-Intermediate or Advanced level. This is because it is hotel managers and restaurant workers who interact most with foreign guests. Service sector employees need to promptly solve customer problems, answer phone calls, personally communicate with guests, while remaining polite and correct. In order not to feel a hitch and to build communication correctly, which will then be rewarded financially, we suggest studying the necessary words and phrases, as well as memorizing useful resources.

IMPORTANCE OF ENGLISH

For service sector employees, knowing of English is not a plus, but a prerequisite.

When hiring, an employer most often requires an Upper-Intermediate or Advanced level.

This is because it is hotel managers and restaurant workers who interact most with foreign guests.

Service sector employees need to promptly solve customer problems, answer phone calls, personally communicate with guests, while remaining polite and correct.

In order not to feel a hitch and to build communication correctly, which will then be rewarded financially, we suggest studying the necessary words and phrases, as well as memorizing useful resources.

ENGLISH To communicate with guests at the hotel, English offers standard phrases and a certain set of language cliches that express politeness, formulate questions, tips and recommendations for guests. In order for communication to be effective, it is not necessary that English be of a high level. It is enough to understand and be able to use basic phrases that are generally accepted in every hotel.

ENGLISH

To communicate with guests at the hotel, English offers standard phrases and a certain set of language cliches that express politeness, formulate questions, tips and recommendations for guests.

In order for communication to be effective, it is not necessary that English be of a high level.

It is enough to understand and be able to use basic phrases that are generally accepted in every hotel.

SOME WORDS AND PHRASES, WHICH MUST BE KNOWN BY HOTEL EMPLOYEE

SOME WORDS AND PHRASES, WHICH MUST BE KNOWN BY HOTEL EMPLOYEE

  • to receive incoming calls
  • to take room reservations = to book rooms
  • to turn down bookings = to cancel reservations
  • to check in and check out
  • walk-in guests
  • a preferred room type
  • single (room*)
  • a single room
  • a twin room
  • a double room
  • a suite /swiːt/
  • a djoining
  • standard
  • superior
  • junior suite
SOME WORDS AND PHRASES, WHICH MUST BE KNOWN BY HOTEL EMPLOYEE

SOME WORDS AND PHRASES, WHICH MUST BE KNOWN BY HOTEL EMPLOYEE

  • a number of guests
  • the length of stay
  • guests with reservations
  • a reservation number
  • to fill in a registration form
  • room assignment
  • to issue a room key/card
  • repeat customers
  • an early check-in
JOB TITLES OF HOTEL STAFF

JOB TITLES OF HOTEL STAFF

  • a doorman
  • a receptionist = a front desk clerk
  • a bellboy = a bellhop
  • a liftman = an elevator operator
  • a chambermaid = a hotel maid = a room attendant
  • a maintenance worker
  • a parking attendant = a valet
  • a concierge, a guest relations manager / officer
  • a hotelier
USEFUL PHRASES IN ENGLISH FOR COMMUNICATING WITH GUESTS

USEFUL PHRASES IN ENGLISH FOR COMMUNICATING WITH GUESTS

  • Good morning. You’ve reached X hotel. How may I help you?
  • Just a moment. I’ll put you through to reservations
  • Please hold on and I’ll connect you to reservations
  • We hope we may be of service to you in the future.
  • I’m pleased to say that we’re able to reserve a room for you.
  • I’m afraid we don’t have any rooms left for these dates.
  • Can I take your name, please?
  • Could you check the registration details and sign here, please?
  • Your luggage will be delivered to your room
USEFUL PHRASES IN ENGLISH FOR COMMUNICATING WITH GUESTS

USEFUL PHRASES IN ENGLISH FOR COMMUNICATING WITH GUESTS

  • You can collect your passport at the reception in the morning. .
  • Enjoy your stay with us
  • We’ll deal with your request as soon as possible.
  • I will print out the bill for you.
  • Would you prefer to pay in cash or by credit card?
  • We take local currency, dollars and euros
  • That’s gone through. You can remove your card.
  • Thank you for your stay.
THE NAMES OF ROOMS IN HOTEL Hotel rooms : single room twin room double room Classification of accommodation by type of food: B&B – bed and breakfast HB – half board FB – full board All Inclusive Rooms categories (по комфортности):

THE NAMES OF ROOMS IN HOTEL

Hotel rooms :

  • single room
  • twin room
  • double room

Classification of accommodation by type of food:

B&B – bed and breakfast

  • HB – half board
  • FB – full board
  • All Inclusive

Rooms categories (по комфортности):

  • Standard room
  • Superior room
  • Junior suite room
  • Suite room
RECEPTION After arriving at the hotel, guests are directed to the reception, where they inform the administrator about their arrival:

RECEPTION

After arriving at the hotel, guests are directed to the reception, where they inform the administrator about their arrival:

  • I've got a reservation. 
  • My booking was for a double room. 
  • I booked a twin room. 
  • Here’s my passport, please. 
  • Hello! I have a reservation.
  • Your name, please? 
  • Yes, it is correct. Can I have your passport? 
  • Here you are.
  • Here is your room key .
  • Thank you! 
  • How do we get to our room from here? 
  • Which way? 
  • Where are the lifts? 
  • How do I get to the airport?
  • How do I get to the city center? 
  • Could you please call me a taxi? 
  • Does the hotel offer any excursions around the city? 
SOME PHRASES IN ARRIVAL Also, these phrases can be used in arrival :

SOME PHRASES IN ARRIVAL

Also, these phrases can be used in arrival :

  • Where is the restaurant? 
  • What time is breakfast? 
  • What time does the restaurant open for lunch/dinner? 
  • What time does the bar close?
  • When will my room be ready? 
  • Where can I leave my luggage? 
  • Where can I wait? 
POSSIBLE PROBLEMS Some possible phrases, in case of minor problems :

POSSIBLE PROBLEMS

Some possible phrases, in case of minor problems :

  • My room's not been made up.
  • Can you send a maid up, please? 
  • There are no towels in the bathroom. 
  • Can you send some soap and shampoo up, please? 
  • There is no water in my room.
  • The TV in my room doesn't work. 
  • There is something wrong with the air conditioner in my room. 
  • There is a problem with the heating. It is too cold in the room. 
  • Could you send someone up to fix it? 
  • Could I have an extra blanket, please?
  • Can I have a wake-up call at 6 am?
ABOUT VARIOUS FACILITIES AT THE HOTEL.

ABOUT VARIOUS FACILITIES AT THE HOTEL.

  • Can I get Internet access in my room? 
  • Does the room have Wi-Fi? 
  • Does the hotel have a gym? 
  • Until when is the swimming pool open? 
  • Does the hotel have a playroom for children? 
  • Are there any facilities for children in the hotel? 
  • Are there any laundry facilities in the hotel? 
  • Could you reserve a table for dinner for two, please? 
  • Could I have breakfast in my room, please? 
  • Does the hotel offer any excursions around the city?
CHECKING OUT  Guests can use these phrases when leaving the hotel :

CHECKING OUT 

Guests can use these phrases when leaving the hotel :

  • What time do I need to check out? 
  • I’m checking out.
  • Could we have some help bringing our luggage down?
  • Prepare my bill, please. 
  • I would like to pay my bill.
  • How would you like to pay?
  • I’ll pay by credit card/ in cash.
  • Can I leave my luggage at the hotel after I check out? 
  • I’ve really enjoyed my stay
  • I hope you had an enjoyable stay.
  • Could I have a receipt, please?
  • How do I get to the airport? 
  • How do I get to the city center?
  • Could you please call me a taxi? 
DIALOGUE SAMPLES Dialogue 1. A: Have you got a single room for two nights? B: You can have room 11 on the first floor. A: How much is it? B: ₤45 with a private bath and a TV set. A: Can I see it, please? B: Yes, of course. The porter will take you there. You’d better fill in this form, please. A: Yes, certainly. (He fills in the form and hands it to the clerk.)

DIALOGUE SAMPLES

Dialogue 1.

A: Have you got a single room for two nights?

B: You can have room 11 on the first floor.

A: How much is it?

B: ₤45 with a private bath and a TV set.

A: Can I see it, please?

B: Yes, of course. The porter will take you there. You’d better fill in this form, please.

A: Yes, certainly.

(He fills in the form and hands it to the clerk.)

DIALOGUE SAMPLES Dialogue 2. A: Have you any vacancies? B: Yes, we have a vacant room on the third floor. You are lucky, sir, it has been vacated only this morning. A: How much is it? B: ₤40 (forty pounds) a night. A. Can I see it, please? B. Certainly. Would you come this way with me? Note: The number of floors in the UK starts from the ground floor, which corresponds to the 1st floor in Russia, the first floor - the second floor, and further, respectively.

DIALOGUE SAMPLES

Dialogue 2.

A: Have you any vacancies?

B: Yes, we have a vacant room on the third floor.

You are lucky, sir, it has been vacated only this morning.

A: How much is it?

B: ₤40 (forty pounds) a night.

A. Can I see it, please?

B. Certainly. Would you come this way with me?

Note:

The number of floors in the UK starts from the ground floor, which corresponds to the 1st floor in Russia, the first floor - the second floor, and further, respectively.

POLITE PHRASES IN THE HOTEL Politeness is what makes guests return to a certain hotel over time. Phrases that can be used to address guests using English:

POLITE PHRASES IN THE HOTEL

Politeness is what makes guests return to a certain hotel over time. Phrases that can be used to address guests using English:

  • Nice to see you in our hotel.
  • Welcome to our hotel.
  • I can show you your room.
  • Please let me know if you need any help in our hotel.
  • Is there anything I can do for you?
TOP 5 PHRASES that are appreciated by all guests in any hotel: It’s my pleasure e.g. It’s my pleasure to show you your room. The phrase is used to show guests that help, advice and recommendation brings pleasure to the employee at the hotel. I’m happy to… e.g. I’m happy to help you with this problem. A polite start for a suggestion that expresses appreciation or a desire to help at the hotel. We appreciate… e.g. We appreciate that you have chosen us. It is generally assumed that guests at the hotel do not owe anything – they pay for their services and should receive them. But in the hotel it is customary to express gratitude for the guest's stay on its territory. Welcome… A standard greeting phrase. Ee should be used together with greetings. Good morning/evening/day. In this way, joy and friendliness are expressed. We look forward to hosting… A phrase for saying goodbye to guests. Expresses the desire for the guest to return to this hotel once again.

TOP 5 PHRASES

that are appreciated by all guests in any hotel:

It’s my pleasure

e.g. It’s my pleasure to show you your room.

The phrase is used to show guests that help, advice and recommendation brings pleasure to the employee at the hotel.

I’m happy to…

e.g. I’m happy to help you with this problem.

A polite start for a suggestion that expresses appreciation or a desire to help at the hotel.

We appreciate…

e.g. We appreciate that you have chosen us.

It is generally assumed that guests at the hotel do not owe anything – they pay for their services and should receive them. But in the hotel it is customary to express gratitude for the guest's stay on its territory.

Welcome…

A standard greeting phrase. Ee should be used together with greetings.

Good morning/evening/day.

In this way, joy and friendliness are expressed.

We look forward to hosting…

A phrase for saying goodbye to guests. Expresses the desire for the guest to return to this hotel once again.

THANKS FOR YOUR ATTENTION !

THANKS FOR YOUR ATTENTION !


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English for hotels and hospitality

Автор: Якуба Наталья Анатольевна

Дата: 21.06.2022

Номер свидетельства: 610280

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