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English for the Hotel BusinessEnglish for the Hotel Business

LA2401LA2401

Unit 4: Reservations and Check-In

Unit 4: Reservations and Check-In

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Staying in HotelsStaying in HotelsCan you name recognise these hotel brands?

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Staying in HotelsStaying in HotelsCan you name recognise these hotel brands?

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ObjectivesObjectivesThe objectives of this unit are….

1. Language Focus: Reservation and Check-In Procedures

2. Vocabulary Focus: Expressions, dates / times, directing guests

The Guest Cycle

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ObjectivesObjectivesTo meet these objectives we will:

– Use expressions for Reservations and Check-in– Use Do / Does for question in Present Simple Tense– Review and use prepositions of time– Use expressions for checking and confirming guest information– Practice ‘short answers’ and ‘tag questions’– Complete registration documentation– Review and use possessive adjectives– Review and use prepositions of place– Listen to and practice telephone reservations

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Language Study – Language Study – Expressions to LearnExpressions to LearnRead the expressions

Write a ‘G’ if the Guest uses the expression or ‘S’ if the Staff uses the expression.

I’d like to book a room, please.Do you have a double room for next Wednesday?How many nights is it for?Yes, we have a double room available.Would you like me to book you a table?Do you have a contact number?Could send an email or fax to confirm your reservation?

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Listening – Taking a Listening – Taking a reservationreservationa) Listen to the phone call and circle the correct answer.

• Do Mr and Mrs Morell want to book a room for Tuesday night? Yes / No• Does the room cost 225 euros per night? Yes / No• Does the hotel have a restaurant? Yes / No• Do they want to book a table for seven o’clock? Yes / No• Does Mrs Morell have a mobile phone? Yes / No

b) Listen again and complete the five white boxes on the screen below.

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2

Double

07780161236

Mrs Julia Morell

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Grammar Focus – Do / Grammar Focus – Do / DoesDoes

Do serve lunch / dinner / afternoon tea? have a parking space / swimming pool / sauna? have a double room / twin room / single room?Does the hotel have a sauna / restaurant? the bar open at lunchtime / in the evening?

Use Do and Does to make questions in the Present Simple tense.Example Do you have a parking space?

Does the hotel have a sauna?

Use do/don’t, does/doesn’t in short answers.

Example Does the hotel have a sauna?Yes, it does. No, it doesn’t.

Make questions and short answers using these words.

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Prepositions of TimePrepositions of TimeLook at these examples.

on Monday, on 1st September,at 8.30, at 15.00, at the weekend, at Christmas,in two weeks, in September, in 2013, in spring,in the evening, from 12.00 to 3.00, from 2010 to

2012

Make questions and answers using the correct preposition.Example A Does the bank close on Mondays?

B No, it closes on Sundays•the restaurant close / Sundays? (Mondays)•the exchange bureau open / 9.00 ? (yes)•the shops close / the weekend ? (no)•the summer season start / July ? (June)•you serve tea / the afternoon ? (yes)• the hotel serve dinner / 7.00 – 11.00 ? (7.00 – 10.00)

Practice asking and answering the questions with your partner.

Does the restaurant close on Sundays? No, it closes on Mondays.Does the exchange bureau open at 9.00? Yes, it does.Do the shops close at the weekend? No, they don’t.Does the Summer season start in July? No, it starts in June.Do you serve tea in the afternoon? Yes, we do.Does the hotel serve dinner from 7.00 to 11.00? No, it serves dinner

from 7.00 to 10.00.

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Listening – Checking and Listening – Checking and ConfirmingConfirmingListen to the voicemail message. Put the message in the correct order. (1,2,3,4,5,6)

Thank you, goodbye.

We arrive in Dusseldorf at 6.00pm on the 18th.

I’d like to make a room reservation for five nights from the 18th to the 22nd of June.

Please reserve us a parking space and a table for four for dinner at 7.30.

Hello. This is Steven Dickson from Edinburgh, UK.

I’d like a double room for me and my wife, and an adjoining twin room for my two daughters.

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1

3

4

5

6

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Listening – Checking and Listening – Checking and ConfirmingConfirmingComplete the email confirmation. Use these

words.

table 7.30 twin

reserved confirm car park

table

confirmtwin

reservedcar park

7.30

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Language Study – Short Language Study – Short AnswersAnswers

Short AnswersLook at how the callers give short answers to the questions of the reservation clerk:Have you stayed with us before?

– No, I haven’t.Will you be paying by credit card?

–Yes, I will.You have an account with us, don’t you?

–Yes, we do.

Using short answers, answer the questions on page 3 of your book.

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Language Study – Short Language Study – Short AnswersAnswersShort Answers

Using short answers answer the following questions:

•Do you have a reservation? (No) _________________

•Is it just for one night? (Yes) _________________

•Would you like one of our executive rooms? (Yes) ______________

•Is there one available on the ground floor? (No) _______________

•Will you be staying tomorrow as well? (No) _______________

•Is that a company booking? (Yes) _________________

•Have they confirmed their booking? (Yes)_____________

•Do you have a room with a view? (Yes) _______________

No, we don’t.

Yes, it is.

Yes, I would.

No, there isn’t.

No, we won’t.

Yes, it is.

Yes, they have.

Yes, I (we) do.

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Language Study – Tag Language Study – Tag QuestionsQuestions

Tag QuestionsNotice the way we use tag questions to ask for confirmation.•It was Miss King, wasn’t it?•You have an account with us, haven’t you?•But the guests haven’t stayed with us before, have they?

2. Make it NEGATIVE

1. Find the VERB

3. Add your PRONOUNMANY standard verbs use DO/DOES

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Language Study – Tag Language Study – Tag QuestionsQuestionsNow add tag questions to the following statements:

•There isn’t a doctor in the hotel, _____________?

•You wanted to pay in cash, _____________?

•You haven’t spoken to the duty manager yet, _____________?

•We couldn’t have a receipt for that, _____________?

•It’s more expensive in high season, _____________?

•You’re settling by credit card, _____________?

•We can sign the agreement today, _____________?

is there?

didn’t you?

have you?

could we?

isn’t it?

aren’t you?

can’t we?

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Listening – Checking into Listening – Checking into a Hotel a Hotel

a) Listen and complete the registration card.

b) Listen again and complete the sentences:

1.Good ______________ Sir. Can I _____________ you?2._________ name’s Rodrigues.3.Could you please ___________ in this registration card?4.Do I fill in ___________ home address?5.And ___________ I have ____________ passport?6.The porter will ____________ you with __________ luggage.

your

afternoon helpMy

fill inmy

could yourhelp

10th June12th June

361

Rodrigues

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Grammar – Possessive Grammar – Possessive AdjectivesAdjectives

Grammar – Structures to Practice – Possessive AdjectivesSingular: my, your, his, her, itsPlural: our, your, their

 Complete the sentences with the correct possessive form.1.Could I have dinner in _____________ room, please?2.Would you like some help with ____________ luggage?3.We’d like to have some lunch in ____________ room.4.He wants to know where to park ____________ car.5.Ask Ms Lee for ___________ passport.6.Scott and Josh are waiters at the Sydney Tower Restaurant. That’s __________ job.

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Listening – Directing Listening – Directing GuestsGuests

Listen to the dialogues. Look at the diagrams and match these places to the rooms on the plan.1_____ bar 2 ____ fitness centre 3 ______ lounge4 _____ hair salon 5 ____ sauna

b ac e

d

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Listening – Directing Listening – Directing GuestsGuests

1 A Excuse me, where’s the bar?B It’s on the ground floor next to the restaurant.

2 A Would you like to use the hotel fitness centre?B Yes, please. How do I get there?A It’s opposite the swimming pool on the first floor.

3 A Hello Jane, good to see you. Where’s Mike?B He’s waiting for in the lounge. Come on. It’s next to reception.

4 A Excuse me, is this the way to the hair salon?B Yes, it is. It’s over there behind the hotel shop.

5 A Could you tell where the hotel sauna is?B Yes. It’s in the fitness centre.

Practice the dialogues with a partner. Practice asking for and giving directions for other facilities in the hotel.

Now read the dialogues:

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SummarySummaryToday we have:– Used expressions for Reservations and Check-in– Used Do / Does for question in Present Simple Tense– Reviewed and used prepositions of time– Used expressions for checking and confirming guest information– Practiced ‘short answers’ and ‘tag questions’– Completed registration documentation– Reviewed and used possessive adjectives– Reviewed and used prepositions of space– Listened to and practice telephone reservations