Text: On Booking a Room (with questions)

The following text is from an online travel agency. Read the text carefully and answer our questions on the text.

The hotel has 8 Standard, 6 Deluxe, 4 Family rooms and 9 Cottages. Rooms have hot and cold shower and private balcony. Room service and laundry are available. All rooms except Cottages offer air conditioning.

Each room has two single beds, Family rooms have 4 single beds. All rooms (except for Cottages) have televisions. If you wish to make a reservation or request more information simply complete the form. Our travel staff will typically respond to any request in 1 working day. A confirmation of your booking will be sent to you via e-mail (and fax if required).

If for any reason you need to cancel your booking we would ask you to do so as early as possible by e-mailing our travel staff.

QUESTIONS ON THE TEXT.

1) Showers

There are no showers in the Cottages.
There is a shower in every room.
Only the Cottages have showers.

2) Air Conditioning

There's no air conditioning available in the Cottages.
Air conditioning is available in every room.
Air conditioning is only available in the Cottages.

3) Except for the Family rooms, all rooms are ...

double rooms.
twin-bedded rooms.
single rooms.

4) To book a room you must ...

respond in one working day.
send a fax.
fill in a form.

5) Everyone who makes a reservation will receive a confirmation via ...

fax.
e-mail.
air-mail.

Exercise: On Booking a Room

COMPLETE THE SENTENCES WITH THE CORRECT WORD.

tomorrow, name, spell, book, stay, when, floor, like, night, much, reservation,

a) Hotel Beach House, can I _____ you?

b) I'm phoning to _____ a room.

a) _____ would you like to arrive?

b) Tomorrow.

a) How many nights are you going to _____ ?

b) Two nights.

a) What kind of room would you _____ ?

b) A double room with a shower.

a) Just a moment, I'll check. ... We have a nice room on the second _____.

b) How _____ is it?

a) It's $25 per person and _____, breakfast included.

b) That's a good price. I'd like to make a _____ for that room, please.

a) Very well. May I have your _____, please?

b) Conners.

a) Could you _____ that, please?

b) It's C-O-N-N-E-R-S.

a) Thank you for your reservation. See you _____.

Exercise: On Accomodations.

FILL IN WITH THE CORRECT WORDS.

advance, bunk beds, dormitory, double room, family room, key, reception, single room, twin room, vacancies

If you book a room for one person, you usually book a _____.

If you want a room with a double bed, you book a _____.

If you want a room with two separated beds, you book a _____.

For families there are usually special offers if they take a _____.

In youth hostels rooms are often shared by 10 or more people. This kind of room is called _____.

To get 10 people into one room, two beds are usually placed on top of each other. They are called _____.

No matter where you're staying, you usually have to fill in a form at the _____.

Then the receptionist tells you your room number and gives you the _____ for your room.

During high season it's advisable to book a room in _____.

If a B&B is fully booked, they usually have a sign in the window saying »No _____«.

Spanish for Travelers.

Where do travelers usually spent more time than any other single place? In their hotel, of course.
And if they're in a Spanish-speaking country and not sleeping, the hotel is as good a place as any to practice Spanish — either when looking for a place to spend the night or in getting the services you need. Learn these words before you'll depart and they'll help make your stay a bit easier:

el alojamiento — lodging
el balneario — spa, resort
el baño — bathroom
el bungalow — bungalow
el bar — bar, café
el café — coffeeshop
la caja de seguridad — safe
la cama — bed
la cama de matrimonio — double bed
la cama de monja — single bed
el conserje — concierge
la convención — convention
la cuenta — the bill
la disco, la discoteca — discotheque
el estacionamiento — parking
el gimnasio — gymnasium
la habitación — room, unit
la habitación sencilla — single room
la habitación doble — double room
la habitación triple — triple room
el hielo — ice
al hospedaje — lodging
el hotel — hotel
el hotelero, la hotelera — hotel-keeper
el huésped, la húspueda — guest, host
de lujo — deluxe
el motel — motel
la pensión — guesthouses, bed-and-breakfast
la piscina — swimming pool
el piso — floor
el piso bajo — ground floor
la posada — inn
la propina — tip
la reserva, la reservación — reservation
el restaurante — restaurant
el servicio de habitaciones, el servicio en cuarto — room service
el salón de convenciones — convention hall
la suite — suite
la tarifa — cost
la ubicación — location
la vista — view
la vista al mar — sea or ocean view

VOCABLARY NOTES.

Spanglish: It isn't unusual, particularly at upper-end hotels, to see English words used to describe certain facilities or services.

Checking Guests *In* and *Out*

CHECK *IN*...

Front Desk Receptionist
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.

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.

1 Why does the guest apologize when she arrives at the front desk?
a) She forgot to pay.
b) She is late checking out.
c) Her kids used the pool when it was closed.
d) Her credit card isn't working.

2 Which of the following did the woman's family NOT like about the hotel?
a) The pool hours
b) The room
c) The beds
d) The rate

3 What was the woman charged for besides the room rate?
a) telephone use
b) room service
c) pool towels
d) a late fee

Taking a Reservation.

FRONT DESK RECEPTIONIST.

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

GUEST

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

SAMPLE CONVERSATION.

Receptionist: Thanks for calling Holiday Inn. Morine speaking.

Caller: Hello. I'm interested in booking a room for the September's 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.

1 Why did the caller phone this hotel? _____.
a) To change a reservation.
b) To report a cancellation.
c) To inquire about available rooms and rates.
d) To inquire about local amenities.

2 Why can't the caller stay at the hotel on the September long weekend? _____
a) The hotel is closed for the season.
b) The hotel is booked.
c) The hotel is holding a convention.
d) The hotel only has single rooms available.

3 Why does the caller have to hang up and call back? _____
a) She wants to research other hotels.
b) She needs to discuss things with her husband.
c) She has to find out if there will be four or five people staying.
d) She needs to find the credit card to pay for the deposit.

Hotel Vocabulary Quiz 1

HOLIDAY INN in MOSCOW
WRITE THE CORRECT LETTER TO FINISH THE SENTENCES.

1 If you've never been to this city, you should take a look at our _____.
a) menu
b) brochures
c) front desk
d) inn.

2 We do not have a _____ You'll have to park your car yourself.
a) room
b) dinner
c) laundry
d) valet service.

3 The room has a pull _____ so it will sleep an extra person.
a) off
b) over
c) out
d) on couch,

4 We don't have any vacancies. We are completely _____.
a) vacant
b) booked
c) complimentary
d) closed.

5 After your long conference you can relax in the _____.
a) kitchenette
b) parking lot
c) hot tub
d) front desk.

6 I'll call housekeeping and ask them to bring you some fresh _____.
a) milk
b) dinner
c) linen
d) ice.

7 If you need to do your workout we have a _____.
a) weight room
b) restaurant
c) library
d) telephone on the third floor.

8 I'll let you voice your complaint about the rate to the _____.
a) housekeeper
b) valet driver
c) hotel manager
d) chef.

9 Please put your used _____in the basket and leave unused ones hanging on the rack.
a) dishes
b) towels
c) menus
d) keys

10. If you need a midnight snack there's a _____ full of potato chips on your floor.
a) bellboy
b) kitchenette
c) cot
d) vending machine

Hotel speech and sentences

Wordpart of speech / Meaning / sentences

1. adjoining rooms = two hotel rooms with a door in the centre
If you want we can book your parents in an adjoining room.

2. amenities = local facilities such as stores and restaurants
We are located downtown, so we are close to all of the amenities.

3. attractions = things for tourists to see and do
The zoo is our city's most popular attraction for kids.

4. baggage = bags and suitcases packed with personal belongings.
If you need help with your baggage we have a cart you can use.

5. Bed and Breakfast = a home that offers a place to stay and a place to eat
I can book you into a beautiful Bed and Breakfast on the lake.

6. bellboy = a staff member who helps guests with their luggage
The bellboy will take your bags to your room for you.

7. book (verb) = arrange to stay in a hotel
I can book your family in for the weekend of the seventh.

8. booked (adj) = full, no vacancies
I'm afraid the hotel is booked tonight.

9. brochures = small booklets that provide information on
the local sites and attractions
Feel free to take some brochures to your room to look at.

10. check-in (verb) = go to the front desk to receive keys
You can check-in anytime after four o'clock.

11. check-out = return the keys and pay for the bill
Please return your parking pass when you check-out.

12. complimentary breakfast = free of charge
All of our rooms have complimentary soap, shampoo, and coffee.

13. cot, rollaway bed = a single bed on wheels that folds up
If you need an extra bed, we have cots available.

14. damage charge = money a guest pays for repairs to hotel property
(when caused by violent or careless acts)
We will have to add a damage charge for the hole you made in the wall.

15. deposit = amount paid ahead of time to secure a reservation
You will not receive your deposit back if you cancel.

16. double bed = a bed large enough for two people
They are a family of four, so give them a room with two double beds.

17. floor = a level of the building
The swimming pool is on the main floor.

18. front desk / reception = the place where guests go to
check in and out and to get information.
Towels are available at the front desk.

19. guest = a person that is staying at the hotel
Our washrooms are for guests only.

20. hostel = a very inexpensive place for backbackers
and travelers on a budget.
In the hostel you probably won't get your own room.

21. hotel manager = person in charge at the hotel
I'll let you make your complaint to the hotel manager.

22. housekeeping, / maid = staff members that clean the rooms and linen
Put a sign on the door if you want housekeeping to come
in and change the sheets on the bed.

23 ice machine = a machine that automatically makes ice
that guests can use to keep drinks cold
There is an ice machine by the elevator on all of the even numbered floors.

24. indoor pool = place for guests to swim inside the hotel
The heated indoors pool is open until 10 pm.

25. inn = another word for "hotel"
There's an inn on the other side of town that has a vacancy.

26. Jacuzzi / hot tub / whirl pool = a small hot pool for
relaxation.
Our honeymoon room has a personal hot tub.

27. king-size bed = extra large bed
A room with a king size bed costs an extra ten dollars a night.

28. kitchenette = a small fridge and cooking area
Your room has a kitchenette so you can prepare
your own breakfasts and lunches.

29. late charge = a fee for staying past the check-out time
You will be charged a ten dollar late charge for checking out after 11 am.

30. linen = sheets, blankets, pillow cases
We will come in and change the linens while you are out of your room.

31. lobby = large open area at the front of the hotel
You can stand in the lobby and wait for your bus / taxi.

32. luggage cart = a device on wheels that guests can push their luggage on
Please return the luggage cart to the lobby when you are finshed with it.

33. maximum capacity = the most amount of people allowed
The maximum capacity in the hot tub is ten people.

34. motels = accommodations that are slightly cheaper than hotels
Our motel is very clean and it's close to the beach.

35. noisy (adj) = loud
The guests next to you have complained that you are being too noisy.

36. parking pass = a piece of paper that guests display in
the car window while in the hotel parking lot
Display this parking pass in your window to show that you are a hotel guest.

37. pay-per-view movie = extra charge for movies and
special television features
If you order a pay-per-view movie, the charge will appear on your bill.

38. pillow case = the covering that goes over a pillow
Room 201 doesn't need their sheets changed, but they
requested one new pillow case.

39. queen size bed = bed with plenty of space for two
people (bigger than a double)
They have a queen size bed so the small child can eaily fit in the middle.

40. rate = cost of renting a room for a certain time period
Our rates change depending on the season.
What's the going rate?

41. reservation = a request to save a specific room for a future date
They say they made a reservation but it doesn't show on the computer.

42. room service = delivery of food or other services requested by guests
If you would like a bottle of wine, just call room service.

43. sauna = a hot room for relaxation, filled with steam
We don't recommend bringing young children into the sauna.

44. single bed = a bed for one person
The economy priced room includes one single bed.

45. sofa bed, pull-out couch = a bed built into a sofa or couch
The room contains a sofa bed so the room actually sleeps five.

46. towels = used to cover and dry the body after swimming or bathing
You can get your swimming pool towels at the front desk.

47. vacancy (noun) vacant (adj) = available rooms
We only have one vacancy left, and it is for a single room.

48. valet = staff that parks the guests' vehicles
If you leave your car keys with us, the valet will park your
car underground.

49. vending machine = a machine that distributes snacks
and beverages when you insert coins.
The vending machine on the fifth floor has chocolate bars and chips.

50. view = a window that offers a nice image for guests.
The room is more expensive because it has a spectacular view of the beach.

51. wake up call = a morning phone call from the front
desk, acts as an alarm clock
What time would you like your wake up call?

52. weight room, workout room, gymnoun = a room that
guests can use for exercise and fitness
Our weight room has a stair climber and a stationary bicycle.

English for Hotel Staff. (vocabulary)

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.

1. arrival = llegada

2. bath = baño

3. bellboy = botones

4. booking = reserva

5. cancellation = cancelación

6. departure = salida

7. double room = habitación doble

8. elevator (US) = ascensor, elevador

9. floor = piso

10. front office = recepción

11. front-office clerk = recepcionista

12. ground floor = planta baja

13. hall porter = conserje

14. housekeeper = ama de llaves

15. housekeeping staff = personal de habitaciones

16. ice-dispenser = surtidor de cubos de hielo

17. key = llave

18. key card = llave magnética

19. key clerk = encargado de llaves

20. laundry = lavandería

21. lift (GB) = ascensor, elevador

22. lobby = vestíbulo

23. luggage = equipaje

24. mail clerk = encargado del correo

25. porter = portero

26. registration card = tarjeta de registración

27. room service = servicio a la habitación

28. single room = habitación simple

29. safe = caja de seguridad

30. shower = ducha

31. staff = personal

32. towel = toalla

33. twin beds = dos camas simples

34. vacancy = disponibilidad de habitaciones

35. voucher = cupón

36. wake-up call = despertador telefónico

37. to book = reservar

38. to check in = registrarse

39. to check out = registrar la salida

40. to deposit = depositar

41. to disturb = molestar

42. do not disturb = NO molestar

43. to do a room = hacer una habitación

44. to stay = permanecer

45. American plan (US) = pensión completa

46. modified American plan (US) = media pensión

47. European plan = habitación solamente

48. bed and breakfast, B & B = cama y desayuno

49. guesthouse = casa de huéspedes, pensión

50. half board (GB) = media pensión

51. room and board,

52. reservation = reservacion

53. crib = cuna

54. roll away bed = catre

55. wheel chair = silla de ruedas

Translate the questions.

1. I want a double room please.

2. What time will you be arriving?

3. Do you have room service?

4. Do you have a wake up call?

5. Do you have a safe?

6. I'm going to check out at 11:00.

7. Do you have any vacancy?

8. Do you have a crib?

9. Can you have my luggage taken to my room.

10. Do you have an extra towel?

11. I'll need a roll-away-bed please.

12. Do you have a reservation for Ms. Prieto?