English for Hotel Staff

Working in the hotel industry you will come across many types of travellers. Some will be business guests, others will be tourists and visitors. Many will speak a different language other than your own. Chances are, plenty of your guests will speak English. Do you know how to speak politely to a guest in English? Can you understand their requests and serve them accordingly? Whether your job is to take reservations or clean the hotel rooms, these pages can help you learn important words and expressions to use on the job in the hotel industry. Read and listen to the lessons. Then take the quizzes to test your comprehension.

Hotel Vocabulary
Word part of speech adjoining rooms noun amenities noun attractions noun baggage noun Meaning two hotel rooms with a door in the centre local facilities such as stores and restaurants things for tourists to see and do bags and suitcases packed with personal belongings Example sentence If you want we can book your parents in an adjoining room. We are located downtown, so we are close to all of the amenities. The zoo is our city's most popular attraction for kids. If you need help with your baggage we have a cart you can use. I can book you into a beautiful Bed and Breakfast on the lake. The bellboy will take your bags to your room for you. I can book your family in for the weekend of the seventh. I'm afraid the hotel is booked tonight. Feel free to take some brochures to your room to look at. You can check-in anytime after four o'clock. Please return your parking pass

Bed and Breakfast a home that offers a place to noun stay and a place to eat bellboy noun book verb booked adj brochures noun check-in verb check-out a staff member who helps guests with their luggage arrange to stay in a hotel full, no vacancies small booklets that provide information on the local sites and attractions go to the front desk to receive keys return the keys and pay for

noun complimentary breakfast noun cot, rollaway bed noun damage charge noun

the bill free of charge

when you check-out. All of our rooms have complimentary soap, shampoo, and coffee. If you need an extra bed, we have cots available. We will have to add a damage charge for the hole you put in the wall. You will not receive your deposit back if you cancel. They are a family of four, so give them a room with two double beds. The swimming pool is on the main floor. Towels are available at the front desk. Our washrooms are for guests only.

a single bed on wheels that folds up money a guest owes for repairs to hotel property (when caused by violent or careless acts) amount paid ahead of time to secure a reservation a bed large enough for two people a level of the building the place where guests go to check in and out and to get information a person that is staying at the hotel

deposit noun double bed noun floor noun front desk, reception noun guest noun hostel noun hotel manager noun housekeeping, maid noun ice machine noun indoor pool noun inn noun

a very inexpensive place for In the hostel you probably won't backbackers and travelers on get your own room. a budget person in charge at the hotel staff members that clean the rooms and linen a machine that automatically makes ice that guests can use to keep drinks cold place for guests to swim inside the hotel another word for "hotel" I'll let you make your complaint to the hotel manager. Put a sign on the door if you want housekeeping to come in and change the sheets on the bed. There is an ice machine by the elevator on all of the even numbered floors. The heated indoor pool is open until 10 pm. There's an inn on the other side of town that has a vacancy.

Jacuzzi, hot tub, whirl pool noun king-size bed noun kitchenette noun late charge noun linen noun lobby noun luggage cart noun maximum capacity noun motels noun noisy adj parking pass noun pay-per-view movie noun pillow case noun queen size bed noun

a small hot pool for relaxation extra large bed a small fridge and cooking area a fee for staying past the check-out time

Our honeymoon room has a personal hot tub. A room with a king size bed costs an extra ten dollars a night. Your room has a kitchenette so you can prepare your own breakfasts and lunches. You will be charged a ten dollar late charge for checking out after 11 am.

sheets, blankets, pillow cases We will come in and change the linens while you are out of your room. large open area at the front of the hotel a device on wheels that guests can push their luggage on the most amount of people allowed accommodations that are slightly cheaper than hotels loud You can stand in the lobby and wait for your bus. Please return the luggage cart to the lobby when you are finshed with it. The maximum capacity in the hot tub is ten people. Our motel is very clean and is close to the beach. The guests next to you have complained that you are being too noisy. Display this parking pass in your window to show that you are a hotel guest. If you order a pay-perview movie, the charge will appear on your bill.

a piece of paper that guests display in the car window while in the hotel parking lot extra charge for movies and special television features

the covering that goes over a Room 201 doesn't need their sheets pillow changed, but they requested one new pillow case. bed with plenty of space for two people (bigger than a double) They have a queen size bed so the small child can easily fit in the middle.

rate noun reservation noun room service noun sauna noun single bed noun sofa bed, pull-out couch noun towels noun vacancy noun vacant adj valet noun vending machine noun view noun wake up call noun weight room, workout room, gym noun

cost of renting a room for a certain time period a request to save a specific room for a future date delivery of food or other services requested by guests a hot room for relaxation, filled with steam a bed for one person a bed built into a sofa or couch used to cover and dry the body after swimming or bathing available rooms

Our rates change depending on the season. They say they made a reservation but it doesn't show on the computer. If you would like a bottle of wine, just call room service. We don't recommend bringing young children into the sauna. The economy priced room includes one single bed. The room contains a sofa bed so the room actually sleeps five. You can get your swimming pool towels at the front desk. We only have one vacancy left, and it is for a single room.

staff that parks the guests' vehicles a machine that distributes snacks and beverages when you insert coins a window that offers a nice image for guests a morning phone call from the front desk, acts as an alarm clock a room that guests can use for exercise and fitness

If you leave your car keys with us, the valet will park your car underground. The vending machine on the fifth floor has chocolate bars and chips. The room is more expensive because it has a spectacular view of the beach. What time would you like your wake up call? Our weight room has a stair climber and a stationary bicycle.

Hotel Vocabulary Quiz

We do not have a park your car yourself. The room has a pull extra person.

service. You'll have to

couch, so it will sleep an

We don't have any vacancies. We are completely

After your long conference you can relax in the

I'll call housekeeping and ask them to bring you some fresh

If you need to do your workout we have a

on the third floor.

I'll let you voice your complaint about the rate to the

Please put your used in the basket and leave unused ones hanging on the rack. If you need a midnight snack there's a

10.

full of potato chips on your floor.

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Taking a Reservation
Front Desk Receptionist

Enterprise Hotels, Lise speaking. How can I help you? What date are you looking for? How long will you be staying? How many adults will be in the room? I'm afraid we are booked that weekend. There are only a few vacancies left. We advise that you book in advance during peak season. Will two double beds be enough? Do you want a smoking or non-smoking room? The dining room is open from 4 pm until 10 pm. We have an indoor swimming pool and sauna. We serve a continental breakfast. Cable television is included, but the movie channel is extra. Take Exit 8 off the highway and you'll see us a few kilometers up on the left hand side. The rate I can give you is 99.54 with tax. We require a credit card number for a deposit.

Guest

I'd like to make a reservation for next week. Is it necessary to book ahead? Do you charge extra for two beds? How much is it for a cot? Do you offer free breakfast? Is there a restaurant in the hotel? Do the rooms have refrigerators? Do you do group bookings? Is there an outdoor pool? Do you have any cheaper rooms? When is it considered off- season?

Sample Conversation
Receptionist: Thanks for calling Quality Inn. Morine speaking. Caller: Hello. I'm interested in booking a room for the September long weekend.

Receptionist: I'm afraid we're totally booked for that weekend. There's a convention in

town and we're the closest hotel to the convention centre. Caller: Oh, I didn't realize. Well what about the weekend after that?

Receptionist: So... Friday the seventeenth? Caller: Yes. Friday and Saturday.

Receptionist: It looks like we have a few vacancies left. We recommend that you make a reservation, though. It's still considered peak season then. Caller: Okay. Do you have any rooms with two double beds? We're a family of four.

Receptionist: Yes, all of our rooms have two double beds. The rate for that weekend is $129 dollars a night. Caller: That's reasonable. And do you have cots? One of my daughters might be bringing a friend.

Receptionist: We do, but we also charge an extra ten dollars per person for any family with over four people. The cot is free. Caller: Okay, but I'm not positive if she is coming. Can we pay when we arrive?

Receptionist: Yes, but we do require a fifty dollar credit card deposit to hold the room. You can cancel up to five days in advance and we will refund your deposit. Caller: Great, I'll call you right back. I have to find my husband's credit card.

Receptionist: Okay. Oh, and just to let you know...our outdoor pool will be closed, but our indoor pool is open.

Check your understanding

Why can't the caller stay at the hotel on the September long weekend?

Why does the caller have to hang up and call back?

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Checking Guests In and Out

What name is the reservation under? How long will you be staying? Are you planning on checking out tomorrow? I'm afraid you can't check in until after 4:00 pm. What type of vehicle are you driving? Do you know the license plate number of your vehicle? Complimentary breakfast is served in the lobby between 8 and 10 am. I'll give you two room keys. The dining room is on the main floor at the end of the hall. The weight room and sauna are on the top floor. Just call the front desk if you need any extra towels or pillows.

Guest

We have a reservation under Jill McMann. Do you have any vacancies? Is the hotel booked, or can we get a room for tonight? How do we get to our room from here? Is it okay to park out front? What time is the pool open until? What time is breakfast served at? Is it too early to check in? Can we get a wake-up call? When is check out time?

Check Out
Front Desk Receptionist

Are you ready to check out? What room were you in? How was your stay? Was everything satisfactory? Will you be putting this on your card? And how will you be paying for this? Would you like to speak to the hotel manager on duty? I'll just need your room keys, please. Enjoy the rest of your holiday. Have a safe trip home.

Guest

We're checking out of room 401. Sorry we're a bit late checking-out. I'm afraid we overslept/slept in. We really enjoyed our stay. We have a few complaints. We'll be back next time we're in town.

Sample Conversation
Double-click the left button (>) to start. Click the middle button to stop. Click the right button to pause. Click it again to continue.

Receptionist: Hi there. Are you checking out now? Guest: Yes, sorry. I know we're a few minutes late.

Receptionist: That's no problem. It's always really busy at check out time anyway. Guest: Oh, really. The last hotel we stayed in charged us for a late check out.

Receptionist: The hotel isn't booked this week, so it's not a problem. How was everything? Guest: The room was great. The beds were really comfortable, and we weren't

expecting our own fridge. Receptionist: I'm glad you liked it. Guest: The kids were disappointed that the pool wasn't open this morning, though.

Receptionist: I apologize for that. We can't get a cleaner in any earlier than 10 am. Guest: Well we had a nice swim last night anyhow.

Receptionist: Will you be putting this on your credit card? Guest: No. I'll pay cash.

Receptionist: OK. So the total comes to $123.67, including tax. Guest: I thought it was $115 even. That's what they said yesterday when we checked in.

Receptionist: Yes, but there is an extra room charge on your bill. Guest: Oh, I forgot. My husband ordered a plate of nachos. Sorry.

Receptionist: No problem. So...from $140, here's your change. Now, I'll just need to ask you for your room keys.

Check your understanding

Which of the following did the woman's family NOT like about the hotel?

What was the woman charged for besides the room rate?

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