Tag: Hotel

English for Hotel – Room Types

Theme: Reservation

Facus: Reading-Vocabulary

Room types

  • Single room: A room assigned to one person.
  • Double room: A room assigned to two persons with one double bed.
  • Twin room: A room with two single beds for two persons.
  • Hollywood twin room: A room assigned to two persons with two twin beds joined together by a common headboard.
  • Triple room: A room assigned to three persons and has been fitted with three single beds, or one double bed and one single bed.
  • Family/Quad room: A room that can accommodate four persons and may have two or more beds.
  • Double-double room: A room that can accommodate two to four persons with two twin double or queen-sized beds.
  • Queen room: A room with a queen-sized bed that can accommodate one or more people.
  • King room: A room with a king-sized bed, assigned to one or more people.
  • Studio room: A room with a studio bed, a couch which can be converted into a bed, may also have an additional bed.
  • Suite/Executive suite: A living room connected with one or more bed rooms
  • Junior suite/Mini suite: A single room with a bed and sitting area. The sleeping area is sometimes in a bed room separated from the living room.
  • President suite/Presidential suite: The most expensive room provided by a hotel. Similar to the normal suite. A president suite usually has one or more bedrooms and a living space with grand in-room decorations and supplies, and tailor-made services.
  • Apartments/Room for extended stay: This room type is for long stay guests, usually has kitchen, cooking equipment, dryer, washer, etc. Housekeeping services are only provided once a week or twice a week.
  • Connecting rooms: Rooms with a connecting door, having individual entrance door from the outside. Guests can walk between rooms without going through the hallway.
  • Adjoining rooms: Rooms with a common wall but no connecting door.
  • Adjacent rooms: Rooms close to each other, perhaps across the hall.
  • Murphy room: A room fitted with a sofa bed or a Murphy bed, a bed that fold out of a wall or closet.
  • Accessible room/Disabled room: This type of room is particularly designed for disabled guests.
  • Cabana room: this room type is adjoining to the swimming pool or has a private pool attached to the room.
  • Villa: This type of accommodation is a stand-alone house, fully equipped not only bedrooms and a living room but a private swimming pool, Jacuzzi and balcony. It is suitable for couples, families, and large groups with extra private and space.
  • Executive floor/Floored room: A room which enables convenient access to the executive lounge, usually located on the executive floor. Furthermore, some hotels also provide ―Female executive floors‖ with their rooms assigned to female guests according to safety and security.
  • Smoking/Non-smoking room: Both smoking and non-smoking rooms are provided by many hotels in order to decrease the effects of secondhand smoke exposure on non-smoking guests.

English for Hotel – Cancelling Reservation Part 1

Theme: Reservation

Focus: Speaking and Reading

TASK A

Directions: Read to the conversation cancelling reservations and answer the questions.

HR: Reservations. May I help you?

Emily: I am Susan Lee. My husband, Mr. Robert Lee called to reserve a double room at your hotel for next weekend. Do you have a record of that.

HR: Just a moment, please…. That’s right. Mr. and Mrs. Lee, a double room from the 14th to the 16th of May.

Emily: Well, I’m afraid we have to cancel it because my husband has to have an operation in a few days. The doctor said he shouldn’t travel for months.

HR: I’m sorry to hear that. I’ll cancel his booking as requested. I hope he gets better soon.

Emily: Thank you. Goodbye. HR: Goodbye.

Questions:

  1. Who made the reservation?
  2. What did Mrs. Lee want to do?
  3. Why did she have to do this?

TASK B

Directions: Read to the conversation cancelling reservations and answer the questions.

HR: Metropolis Hotel. Good afternoon.

John: Hello, I need to cancel my reservation for next Thursday, April 5th. Can you help me with that?

HR: Of course. Could you tell me your name and the reservation number, please?

John: It’s John Norton and the reservation number is MH485HT.

HR: Mr. Norton, that’s fine. I’ve cancelled your reservation for you.

John:  Good.

HR: There’s no cancellation charge because you’ve cancelled within our 48-hour cancellation deadline.

John: That’s great.

HR: Would you like me to send you a confirmation email?

John: Yes, please. Thank you very much. Goodbye.

HR: Goodbye.

Questions:

  1. Does Mr. Norton pay a cancellation charge?
  2. When is the deadline for cancelling reservations free of charge?
  3. How does the hotel reservation clerk confirm the cancellation?

TASK C

Directions: Complete the confirmation email for cancelling reservations with the words in the box.

confirmation – forward – there – charge – reservation – cancelled

To: johnnorton@gmail.com
Cc: guestservices@metropolishotels.com
Dear Mr. Norton
Further to our conversation earlier this afternoon, this is (1) ………. that I have (2)  ………. your (3)   for April 5th,
I can also confirm that (4)  ………. is no cancellation (5)  ………. . We look (6)  ………. to seeing you in the future.
Best regards
Ellen Morison Metropolis Hotel

TASK D

Directions: Suppose you are at reception. Complete the following dialogue in cancelling a reservation using the cues provided. Add necessary information by your own.

You: (1) ………. (Answer the phone politely.)

Caller: Good morning. I have to cancel a booking, please

You: (2) ………. (Ask for booking number.)

Caller: My booking number is MH275HT

You: (3) ………. (Check caller‘s name and dates of the stay)

Caller: That’s correct.

You: (4) ……….(Tell the caller that’s OK and the room is cancelled.)

Caller: Will there be any charge?

You: (5) ……….(Tell the caller there’s no charge.)

Caller: That’s good. Can you send a confirmation email?

You: (6) ………. (Say yes and end the call politely.)

Caller: Goodbye.

English for Hotel – Confirmation Reservations Part 2

Theme: Reservation

Focus: Speaking and Reading

TASK A

Directions: Listen to the conversation between a hotel reservation clerk and a caller and then answer these questions. (HR = Hotel reservation clerk)

HR: Andaman Resort Hotel. Reservations. May I help you?

Caller: I phoned to reserve a room two weeks ago. Now, I’m calling to make sure that the room has been reserved for me.

HR: May I know your name, please?

Caller: Thompson. Stephen Thompson.

HR: One moment, please, Mr. Thompson. Yes, we’ve reserved a family room for you from the 25th to the 28th of December.

Caller: Is the room near the swimming pool? My kids love swimming, so I hope you didn’t forget what I requested.

HR: We didn’t, sir. Your room is a cabana room adjoining to the swimming pool.

Caller: Great. By the way, I think I’ll be arriving at the airport around 3.00 p.m. Could you send someone to meet me there?

HR: Certainly, sir. What’s your flight number in case the plane‖s late?

Caller: It‖s TG 541, from Australia.

HR: All right, Mr. Thompson. We look forward to your visit on December 25th.

Caller: Thank you. Goodbye.

HR: Goodbye.

Questions:

  1. When did Mr. Thompson reserve the room?
  2. What kind of room did he make a reservation?
  3. When is he going to stay at the hotel?
  4. What did he request about the room?
  5. What else did he request?

TASK B

Directions: Read the email confirming a reservation and decide if the following statements are true (T) or false (F).

Confirmation Number: 91240053

Dear Mr. Williams

We are pleased to confirm your reservation with the Hilton Hotel, London.

Reservation Details

  • Your hotel: Hilton Hotel, London
  • Check-in: Friday 8 November 2016 (15.00)
  • Check-out: Sunday 10 November 2016 (12.00) Room type: Junior suite
  • Number of rooms: 1 Guests per room: 2
  • Guest name: Frank Williams
  • Reservation confirmed: Wednesday 6 November 2016
  • Guarantee method: Credit card guarantee

Summary of Room charges:

  • Friday 8 November 2016- Sunday 10 November 2016: 2 nights Cost per night per room – GBP 270.00
  • Stay for Breakfast rate, includes breakfast for 2 adults Estimated government taxes and fees – GBP 54.00
  • Total for stay (for all rooms) – GBP 594.00

Cancelling Your Reservation

  • You may cancel your reservation for no charge until 16.00 hotel time on Friday 8 November 2016.
  • Please note that we will charge a fee of GBP 594.00 if you cancel after this deadline.

We look forward to welcoming you to the Hilton Hotel, London.

Yours sincerely

David Jackson Reservation Manager

Questions:

  1. Mr. Williams is going to stay at the hotel on the 8th of November. ……
  2. The hotel has reserved a suite for him. ……
  3. Mr. Williams will be charged GBP 270.00 per night. ……
  4. The room rate excludes breakfast for 2 adults. ……
  5. The reservation can be canceled for no charge by 16.00 hotel time on Friday 8 November 2016. ……

English For Hotel – Changing Reservation Part 1

Theme: Reservations

Focus: Speaking

TASK A

Directions: Read to the conversation between a hotel reservation clerk and a caller and then answer the following questions. (HR = Hotel reservation clerk)

HR: Reservations. Grand Royal Hotel. What can I do for you?

Lisa: Well, I called to book a suite room for Mr. Kim last Monday, but now he has to change something.

HR: Who made the reservation, please?

Lisa: Lisa Megan, his secretary.

HR: Just the moment please. Let me check……Mr. Alfred Kim, a suite room for three nights. That’s the 20th -22nd of May.

Lisa: That‖s right. But now he doesn’t think he can finish his errands before 21st, so he would like to change the arrival date to the 22nd and will leave on the 24th instead.

HR: Well, we have some suite rooms available for the rest of the month. I‖m sure we can give him the same room as requested.

Lisa: Oh, that‖s great. Thank you very much. Goodbye.

HR: My pleasure. Goodbye.

Questions:

  1. Who is the reservation for?
  2. What is changed in the reservation?
  3. When is the guest coming to the hotel?
  4. How long does the guest plan to stay at the hotel?
  5. Why does he change the reservation?

TASK B

Directions: Read to the conversation changing reservations and answer the questions.

HR: Good morning. Grand Hyatt Hotel. Can I be any of assistance?

Richard: Hi, my name is Richard Turner. I’d like to change a reservation, please.

HR: Certainly, Mr. Turner. Do you have the reservation number?

Richard: Yes, it’s GH485HK.

HR: One moment, please. Your reservation is for one double room for two nights, arriving on April 11th.

Richard: Yes, that’s correct. Now we need two rooms for two nights.

HR: Yes, Mr. Turner. I’ve changed that for you. Your reservation number is the same.

Richard: Thank you.

HR: Goodbye.

Richard: Bye.

Questions:

  1. What does Mr. Turner make for the first reservation?
  2. What change does Mr. Turner want to make?
  3. Can the hotel reservation clerk make a change?
  4. Why does the hotel reservation ask for the reservation number?
  5. Is the reservation number changed after changing reservations?

TASK C

Directions: Read  for what the caller want to change in his reservation. Then write down the changes.

Guest 1:

I called to book a room for Friday the 20th of June. But I can’t come as planned. I’d like to change the date to Friday 27th. Would that be all right? The name’s Wood. James Wood.

Guest 2:

Can I change two double rooms to a family room? My husband and I need to stay with our kids.

Guest 3:

I have reserved two double rooms and a single room from the 5th till the 7th of March. Now, I think I need only a double room and a single room for the same date.

Guest 4:

My company has booked two suites from the 10th to the 13th of June. I want to change it to the 10th to the 15th of July instead.

Guest 5:

It’s Mr. Gray’s secretary calling. He has booked a presidential suite with American breakfast at this hotel from the 1st to the 5th of January. Now he has decided he needs the room only from the 1st to the 3rd and the same room with breakfast from the 4th to the 6th of January. That means he’s extending his stay one more night. Will that be possible?

Guest 1: First reservation: ……….. Change to: ………..

Guest 2: First reservation: ……….. Change to: ……….        

Guest 3: First reservation: ……….. Change to: ………..

Guest 4: First reservation: ……….. Change to: ………..

Guest 5: First reservation: ……….. Change to: ………..

English for Hotel – Taking Reservations Part 2

Theme: RESERVATION

FOCUS: DIALOGUE / SPEAKING

Task A

Directions: Read the following conversation between a hotel reservation clerk and a caller, and fill out the reservation form.

Clerk: Good morning. Sun Sand Sea Resort. May I help you?

Caller: Yes, I want to reserve a non-smoking room.

Clerk: Certainly, madam. When would you like to check in?

Caller: January 1st.

Clerk: How long will you be staying?

Caller: I‖ll be staying for three nights.

Clerk: How many people is the reservation for?

Caller: My friend and I.

Clerk: Would you like a room with a double bed or two single beds?

Caller: Two single beds, please.

Clerk: May I have your name and your surname, please?

Caller: Jane Brown.

Clerk: Could you tell me your phone number and email address?

Caller: Yes, it‖s 081-975-8823. My email address is janebrown@gmail.com.

Clerk: How will you be paying for the room?

Caller: By cash. I will make a payment when I check in.

Clerk: All right, Ms. Brown. Your reservation has been made for the 1st of January for a room with two single beds. Check-in is at 2 p.m.

Caller: That‖s right. Thank you.

Clerk:  Thank you, madam. We look forward to welcoming you on January 1st. Goodbye.

Caller: Goodbye.

SUN SAND SEA RESORT

Guest Name Contact: ………………..
Number Email Address: ………………..
Number of Guests: ………………..
Number of Rooms: ………………..
Room Types[…] single room
[…] double room
[…] twin room
[…] triple room
[…] junior suite
[…] suite
Arrival Date: ………………..
Departure Date: ……………….
Method of Payment[…] cash
[…] credit card
Special Requirement: ………………..
Employee’s signature: ………………..

TASK B

Directions: Read these statements and match to what hotel room or bed type each guest should ask for.

  • a twin room
  • a single room
  • a king room
  • an executive suite
  • a queen room
  1. Mr. Parker is traveling alone. He doesn’t need much space. ………            
  2. Mr. and Mrs. Robinson and their seven-year-old daughter Emily are checking into a room with one king-sized bed.  ………       
  3. Peter Smith plans to use his room for business meetings with important customers. ………
  4. Jacob Cooper is a big man. He needs a good night‖s sleep for an important meeting tomorrow. ………
  5. Daniel Greg‖s company wants him to save money by sharing a room with his colleague. ………

TASK C

Directions: Suppose you are at reception. Finish the following dialogue using the cues provided.

You: (1)  ……….. (Answer the phone politely.)

Caller: Good morning. I‖d like to make a reservation for February 6th, please.

You: (2) ……….  (Ask the caller how many people the reservation is for.)

Caller: My colleague and I.

You: (3) ………..  (Ask if the caller would like a room with a double bed or two single beds.)

Caller: Two single beds.

You: (4) ………..  (Say you have availability.)

Caller: How much does it cost for one night?

You: (5)  …………. (Tell the caller your best rate is 3,500 baht per night.)

Caller: Does that include breakfast?

You: (6)  ………… (Politely tell the caller that buffet breakfast is included in the room rate.)

Caller: OK. I‖ll take it.

You: (7) ………….  (Ask for caller‖s name and credit card details to confirm the reservation.)

Caller: It‖s Ellen Smith. My VISA card number is 2512 4568 2340 7901, expiry date 10/19.

You: (8) ………….  (Thank the caller and tell her you look forward to welcoming her on February 6th and end the conversation politely.)

Caller: Goodbye.

TASK D

Directions: Work in pairs. Read the following information and act out a dialogue.

Good View Resort Hotel Registration Form

Guest NameHenry Cooper
Phone081-954-6322
Room TypeNon-smoking twin room
Room Rate3200 per night
No. of GuestsTwo
Arrival DateMarch 2
Departure Date March 5

English for Hotel – Taking Reservations Part 1

TOPIC: RESERVATION

FOCUS: DIALOGUE / SPEAKING

TASK A

Directions: Read to the conversation between a hotel reservation clerk and a caller and then answer these questions. (HR = Hotel reservation clerk)

HR: Good morning, Grand Royal Hotel.

Caller: Hello, Could I speak to somebody in in Reservations, please?

HR: Speaking. How can I help you?

Caller: I would like to check availability. I need three rooms for two nights on November 22nd.

HR: Let me check, madam. Yes, we still availability.

Caller: What’s the best rate you can offer?

HR: I can offer you our promotional weekend rate of 3130 per room per night, bed and breakfast.

Caller: That sounds great. Please reserve three twin rooms for me.

HR: Of course, madam. Could you give me your name, please?

Caller: It’s White. Emma White.

HR: Is that W-H-I-T-E.

Caller: Yes, that’s right.

HR: Ms. White, could you give me a credit card number? I need it to guarantee the reservation.

Caller: Yes. It’s a Master card and the number is 7081 4101 5121 8854.

HR: I’ll just repeat that: 7081 4101 5121 8854.

Caller: That correct.

HR: Could you tell me the expiry date, please?

Caller: October 2018.

HR: Thank you, Ms. White. Your reservation number is GR263NY. We look forward to seeing you in November. Goodbye.

Caller: Goodbye.

Questions:

  1. When does the caller want to stay in the hotel?
  2. How much does the room cost for one night?
  3. Is the price for bed and breakfast or room only?
  4. Why does the hotel reservation clerk ask for a credit card number?
  5. When does the caller‖s credit card expire?

TASK B

Directions: Read to the conversation between a front desk clerk and a caller, and decide if the following statements are true (T) or false (F).

Clerk: Novotel Cannes. May I help you?

Caller: I want to book a double room. We‖ll be in Cannes on February 18th, but I’m not sure how long we‖ll stay.

Clerk: Alright. But we can only confirm a room for you from the 18th to the 24th.  After that we’ll be fully booked.

Caller: Fully booked? Why’s that?

Clerk: The Cannes International Film Festival will be getting under way.

Caller: What if we want to stay past the 24th?

Clerk: I’m afraid we’ll be full. But we can always try to find another hotel for you.

Caller: Thanks. And could you tell me how much you charge per night?

Clerk: 250 euros for a double.

Caller: Does the room come with a complimentary breakfast?

Clerk: Yes, a free buffet breakfast is included in the room rate.

Caller: Alright. I want to make a reservation.

Clerk: May I ask who the booking is for, please?

Caller: Mr. and Mrs. Walker.

Clerk: And how can we contact you?

Caller: You can reach me at 0952-750-542.

Clerk: Very good, sir. We’re looking forward to your visit on February 18th, Mr. Walker.

Questions:

  1. ….. Mr. Walker is going to stay at the hotel on the 18th of February.
  2. ….. Mr. Walker would like double room.
  3. ….. The room costs 250 euros without a complimentary breakfast.
  4. ….. The hotel is fully booked from the 18th to the 24th because of the Cannes International Film Festival.
  5. ….. Mr. Walker is traveling alone.

TASK C

Directions: Read to the conversation between a front desk clerk and a caller, and then answer these questions.

Clerk: Singapore Grand Sheraton. How may I help you?

Caller: I want to book a suite from September 3rd to 7th.

Clerk:  We have one available, but the last night, you’ll have to change rooms.

Caller: The room is not for me. It’s for my boss, Mr. Wright.

Clerk: I see. But there’s going to be an IT conference in Singapore at that time.

Caller: What if Mr. Wright stays longer then?

Clerk: I’m afraid we‖re full for the rest of the month. But we can always find another hotel for him.

Caller: Thank you. How much is this going to cost?

Clerk: SG3 1,000 a night.

Caller: Wow! That’s a lot of money.

Clerk: Your boss will be well taken care of, sir.

Caller: Alright. I‖ll take it.

Clerk:  Could you please spell your boss’s last name?

Caller: Wright. W for Whiskey, R for Romeo, I for India, G for Golf, H for Hotel, and T for Tango.

Clerk:  Very good, sir. And how can we contact you?

Caller: You can reach me at 0921-377-564. The name is Taylor—George Taylor.

Clerk: Thank you very much, Mr. Taylor. We‖re looking forward to Mr. Wright’s visit.

Questions:

  1. When will Mr. Wright check in?
  2. Who books the room for Mr. Wright?
  3. Why is the Singapore Grand Sheraton fully booked?
  4. What problem is the customer facing?
  5. Why does the caller have to use the code for the customer‖s name?