Specil English For Hotel Personnel Book 1 For First stage/ Hotel Management Branck Depat of Tourism and Hotel Management
UNITE 1: First week : Lesson 1 Checking : The Brown’s arrival. Conversation : Brown’s arrival to the hotel. Q uestions aboot the conversation 1. Tell some ways to make aguest feel welcome. 2. Wht are some of the things aregistration clerk must check ? 3. How do you greet guests in the morning , in the after noon , in the evening ? 4. Why is a guest’s first impression of you important ? B – Special vocabulary Arrival special rate Registration per day (daily ) Checking in (to checkin ) per week (weekly ) Bellman (bell boy ) front desk (or reception desk ) Registration desk (or reception desk ) cashier Clerk (registration clerk , room clerk or Reception clerk ) Reservation Verb Forms. to check (to verify, to find on a list) to check in (to register ) to register (to signin) to sign to greet to send up Common Express. good morning good afternoon good evening thank you may I help you ? will you please register ? right away to feel welcome to get to his room (to go to his room ) C. Sub stitution practice. 1. Good morning, sir …… madam miss Mr. brown Mrs. brown youny lady youny man 2. I have your reservations. passports rooms registration card baggage tickets 3. May I look at your passports ? credit card rooms restaurant
UNIT 1 : Lesson 2 Second week : Registration -Conversation : The clerk explaining to Mr. Brown about the rooms. 1 - What does the clerk say to Mr. Brown if he doesn’t have a vacant suite or adjoining rooms ? 2 - What do you say to make ag uesf feel that you are doing every thing to a ccommodate him ? 3 - Do many guests ask for a room with a view ? 4 - Do guests sometimes refuse to take a room because of the price ? -Special Vocabulary key lounges cart service (the work done ) luggage forter (bell boy ) bags juni or suite briefease full (complete occupancy ) elevator Verb Forms to accommodate ( tohelp out, to find a room for aclient ) to call ( to telephone, to phone ) Common Expressions next to each other facing the park please callus public telephone house telephone to think about How much does it cost ? -Substitution Practice 1 - I ’d like that. the suite adjoining rooms twin beds 2 - Idon’t like the view. the service the porter the food the price 3 - How a bout a suite ? double bedroom single bedroom junior suite 4 - How much is daily rate ? weekly monthly 5 - If you need any thing, pleae callus. the front desk the operator me
UNITE 1 : Lesson 3 Third week : Review vocabulary of lessons 1 and 2. Review substitution pracfice of the first second lesson. Review conversation of the first and two lessons. Additional special vocabulary clothes bag comfortable golf bag satisfied suitcase office upstairs cocktail bar down stairs dining room manager Verb Forms To escort ( to go along with ) Common Expessions will you please would you please Additional Substitution Practice Take the guests up to their rooms, please. show go with escort Get in the elevator. bus car cab Don’t go away. up stairs down stairs in the hall The bell man brings the luggage on his cart. carries takes puts delivers
UNIT 2: Lesson 4 Fourth week. Damage Problems Conversation : Mr. Brown is veru upset Mr. Brown is calling the telephone operator. He is very upset. Questions Do guests ussally report the damage are responsible for ? What in your opinion is a little damage ” and what is a lot of damage ? ” What is the most common damage that guests do to aroom ? Amaid reports to the managerthat abighole was burned in the rugin Mr. Grey’s room. Mr. Grey says that he did not burn the rug. The hole , he insists , was there when he came. What would you , the manager, do ? Special Vocabulary secretary assistant manager dresser bureau lamp rug (car pet ) repairman maintenanccdepartment ho use keeper maid (chamber maid ) Verb forms I ’ll call back (will telephone again ) I’m ringing (Iam connecting by telephone) hold on (wait on the telephone ) don’t hany up (hold on, don’t put the receiver down ) he is calling ( is telephoning ) are sleeping (to sleep ) does he spend ( to spend ) Substitution Practice 1 – The boys are staying ……. . in their room. playing sleeping reading watching listening to the radio 2 – I must speak to Mr. Morton personally. him his secretary her the Browns them 3 – The responsibility is mine. ours my wife’s hers the assistant manager’s his yours the Brown’s theirs
UNITE 2: Lesson 5 Fifth week : An Inquiry : where are the Browns ? Con versation : Mr. Martin comes in the main entrance of the hotel, crosses the lobby, and stops at the information desk. Questions 1 – How does a clerk help a visitor who is looking for a hotel guest ? 2 – What does a bell man say when he pages a person ? 3 – Where does the clerk put the message that a visitor leaves for a guest ? 4 – Why is the delivery of a message an important respon sibility of the clerk ? Special vocabulary main entrance message information clerk note (a message) registr ( a file of resort registration cards) a quarter of an hour en velope visitor motel lobby Verb forms Is staying at (to stay ) recommended (to recommend) may call (are permitted to call ) I’d like (I would like ) leaving (to leave, to go out) checked in (to check in) Common Expressions excuse me can you wait (are you able to wait ) ? may Ileave amessage ? with pleasure you’re welcome good-bye (good-by) good day. Substitution Practice 1 - I’m looking for …… a friend, Mr. Brown. asking about waiting for inviting visiting recommending 2 - Is n’t he staying at this hotel ? here at the beach at that motel at work at that resort 3 – I have to go back to the office. get back return drive report 4 – Can you wait afew minutes ? a half hour an hour ten minutes a quarter of an hour
UNITE 3 : Lesson 7 Seventh week : Hotel services : An Invitation Conversation : The Browns are getting out of the elevator, and Mr. Brown is coming to the front desk. Special Vocabulary beavty parlor (salan) mezzanine barber hotel personnel barbar shop immediate service sauna bath flower shop travel bureau (angency) druy store (pharmacy) trzvel a gent car-rental a gency stair way to urists cock tail bar it needs pressing (to press) men’s room verb forms ladies room I’ll take care of powder room will arrange wc are eating (to eat) lavatory to hand (to give) Common Expressions glad to help you on the left on the right as soon as possible as quickly as possible as soon as you can just now i’ll have to go (must go ) what about UNITE 3 : Lesson 8 Eightth Week : Youny Guests The Resident Manager comes to the Rescue. Conversation : Mrs. Murphy, amaid, is taking care of the Brown’s children-about 10 oclock she call the resident manager. Quesfions 1 – Why is it important that proper signatures are on the bills for room service ? 2 – What are some problems that resident managers have at night ? 3 – Are resident managers on duty every night of the week ? Special Vocabulary retief maid thirsty resident manager waiter toilet tray floor food plumber drinks room service writing desk drapes coffee table hungry sofa (divan) Verb Forms to disturb fixed (to fix) ordered (to order) knocks (to knock) Common Expressions I had batter (should, ought to) And Ido too. And so do I. O. K. (okay) just then (at that moment )
Substitution Practice 1 – Peter will sign the check. he she you they we I 2 - I’ll send the plumber up right away, Mrs. Murphy. repairman waiter detective 3 – He ’ll have his twelfth birthday next week. thirteenth fourteenth fifteenth twentieth 4 – You are n’t going to tell Daddy, are you ? our parents the detective the police UNITE 3 : Lesson 9 Nineth week : Review the vocabulary of lessons 7 and 8. Review the substitution practice of the seventh and eight lessons. Review the conversation of the last two lessons. Additional special vocabulary. Bottled water meal Dinner an order (some thing asked for ) Baby sitter Additional substitution porctice. 1 - let’s see if every thing is here. any thing some thing every body any body some body 2 – He hands Mr. Brown the note. her me the gentleman his secretary them the baby sitter UNITE 4 : Lesson 10 Tenth week : Dealing with Emergencies. Conversation : Mr. Carter, the resident manager, is with Mrs. Murphy and children. Questions 1 – Do you know how much your hotel spends on soapin ayear ? 2 – What artictes does a house keeper order ? 3 – What are the duties of a house keeper ?
- Special Vocabulary loath room sheets switch (electric switch ) pillows arepont (awritten a ccount ) pillow cases wash bowl bed spreads shower blankets shower towels bath mat soap bath tub chain (link joined) toilet bowl Verb Forms entered (to enter) super vises (to super vise) turned on (to turn on ) was brushing (to brush) washing (to wash) used to be (was) Common Expression water is running over (to run over, to over flow ) good night Substition Practice 1 – a – Peter was in the shower. he I she b – was Peter in the shower ? he she 2 – John quietly walkedin to the bath room. entered went in to left returned to 3 – I was brushing my teeth. nails hair clothes 4 – I used to be a little boy. a resident manager a cashier an enginer a taxi driver
UNITE 4 : Lesson 11 Eleventh week : Travelers cheeks : The cashier prevents aforgery Conversation : Travelers cheeks Question 1 – What happens if a cashier gives money to aperson who forges a signature ? 2 – What is the difference between a cashier and an accountant ? 3 – What kind of checks do most tourists use no wadays ? UNITE 4 : Lesson 12 Twelveth week : Review vocabulary of lesson 10 and 11. Review substitution practice of the tenth and eleventh lessons. Review conversation of the last two lessons. Additional substitution practice. 1 – a – He openedthe shower curtains > closed pulled raised b – Did he open the shower curtains ? close pull raise 2 – a -Ididn’t bring it. see like take b – Didn’t you bring it ? see like take 3 – The family are going to the beach for a couple of days. amonth afew days the weekend 4 – I put my ball on the wash bowl. left forget dropped 5 – a – They were keepingtheir rooms. leaving cleaning paying for b – Were they keeping their rooms ? leaving cleaning paying for UNITE 5 : Lesson 13 Thirteenth week : The switch board : Along Distance call. Conversation : Telephone operator with Mr. Brown. Question 1 – What are some usual questions tourists ask telephone operators ? 2 – What are same unusual questions they ask ? 3 – Do guests ever invite telephone operators to dinner ? 4 – Are men ever telephone operators ? 5 – To what cities are long distance calls most frequently made from your hotel ?
Special vocabulary a long distance call night rates long distance (the telephone operator) charges ( the cost ) circuit shopping sight seeing supper club night club terrace verb forms spoke (to speak) used to speak I’ll connect to charge station- to- station persan –to –person area code a collect call Common Expressions What number are you calling ? You will have to wait. To putin a call (to telephone ) Could you make a call ? Could you place a call ? Can Iget a call through (can Ireach by telephone ) ? Your party (a person call on the telephone ) Substitution Practice 1 – They are going up to the supper club. dining room terrace night club 2 – I used to speak Spanish , but Idon’t any more. French Italian Russian Japanese German 3 – Could you make the call for me ? putin place take 4 – I ’d like to put in a ststion – to –station call. person-to-person long distance collect lo cal UNITE 5 : Lesson 14 Fourteenth week : Paying The Bill Conversation : Paying Bill Questions 1 – Mr. Black looked over his bills from room service , the bar the restaurants , the telephone , and the valet. He found one that did not have his signature. Did he have to pay that bill ? 2 – What Kinds of machines do accountants use ? 3 – What subjects do cashiers and accountants study to prepare them for their jobs ?
Special Vocabulary Amount Statement ( arecord of one’s account ) The cost (price) Air conditioner Vacation Expensive Debt Verb Forms were arranghng (to arrange ) checked (to check to figure out /to calculate ) have charged (to charge ) looked over (to look over ) I’m not complaining ( to complain ) have spent ( to spend ) Common Expressions to settle in full (to pay the entire bill ) to cach aplane How much is it in dollars ? We hope you have enjoyed your visit Every thing has been first class. Have a good trip. Substitution Practice 1 – They went to ask the amount. to find out to check to pay 2 – Can you tell me how much it is ? far axpensive long 3 – This is the highest bill I’ll ever got. worst biggest most expensive smallest 4 – Things here as expensive as they are at home. as bad as as pretty as as cheap as 5 – Let us know when you are coming. going leaving arriving 6 – This was the most wonderful vacation. most restful most expensive best worst
UNITE 5 : Lesson 15 Fifteenth Week : Review the vocabulary of lessons 13 and 14. R eview the substitution practice of the thirteenth and fourteenth lessons. R eview the conversation of the last two lessons > Add itional substitution practice. 1 – Bills are of ten higher than people think they ought to be. should be are used to be 2 – It is twenty- five past nine there now. half-past nine aquarter to ten 12 : 00 P. M 12 : 00 A. M 3 – The night rates are from 7 : 00 p. m until 4 : 30 a. m. six o’clock in the morning five- thirty a. m five-fifteen a. m UNITE 6 : Lesson 16 Sixteenth Week : The Telephone Operator’s seruces The Brown’s Depature Conversation : Mr. Brown has taken the telephone off the hook. Question 1 – When someone calls for a guest and he does not answer the telephone, what does the operator say? 2 – What does an operator do if a guest leaves a call for a certion hour, and he doesn’t answer the telephone? 3 – How long at one time do operators usually sit at the switch board? 4 – What shift do operators like best ? Special Vocabulary hook verb forms people’s sleep wakeus up (to a waken ) airport to get up (airse) international flight will call (to call, to telephone ) a pot of coffee you’ll be served (to be served) sharp (exactly ) cut us off (to disconnect ) polite ought to call (should call ) courteous has taken off (to take off) hift ( period of work ) should arrive (will likely arrive ) switch board Common Expressions Hello On the dot (exactly ) We’re going home (to go home ) How long does it take ? You may place your order. Will there be any thing else ?
Substitution Practice 1 – He has taken the telephone off the hook. removed lifted raised 2 – Please wake us up eanly tomorrow morning. at 5 : 45 in the morning at five-thirty a. m 3 - You’d better give us a call at 5 o’clock sharp. a quarter after five a quarter past seven a quarter to six exactly five sixon the dot 4 – We have to catch a plane at 7: 15 a. m twenty minutes after seven 8: 30 p. m half past eight in the evening UNITE 6 : Lesson 17 Seventeenth Week : Lost And Found : Extended services > Conversation : The housekeeper has just come to the information desk. She shows the clerk a little locket. Questions : 1 – What ordirary thing sare of ten left in hotels by guests after they leave ? 2 – What unusual things have guests left ? 3 – Do people of ten write to hotels for things they have for gotten ? 4 – Did a guest ever with out taking his pet ? Special Vocabulary occupants verb forms a ddress has just come (to come ) (air plane) flight have checked out ( to check out, left) postal charges left (to leave, depart) trip was found (to be found ) courtesy was ojiven ( to be given ) mail box will send ( to send ) tag waitress belonging (to be long ) Common Expressions Don’t worry I’ve caught a cold ( to catch ) Idon’t feel well. Substitution Practice 1 – I wonder if she left it in her room. lost found put dropped 2 – a – I don’t feel very well, my self. happy good welcome
b - Don’t you feel very well, your self ? happy good welcome 3 – a- I ’ve caught a cold ? the train the flu pneumonia b – Have you caught acold ? the train the flu pneumonia UNITE 6 : Lesson 18 Eighteenth Week : Review the vocabulary of lessons 18 and 17. Review the substitution factice of the sixteen and seventeenth lessons. Review the conversation of last two lessons. Additional substitution practice. 1 – a – What did you say ? do lose order b – I didn’t say anything. do lose order c – I said ……nothing. did lost ordered 2 – If the guest has checked out , the hotel sends his thing to his home. left gone written departed 3 – a – My wife has spent all my money. lost found lent b – Has your wife spent all your money ? lost found lent 4 – We will always remember what you have done. said liked written 5 – Thanks for telling us about the stores. shops movies celebrations
UNITE 7 : Lesson 19 Neneteenth Week : Public Relations and Publicity Conversations : Public retation. Questions 1 – In what newspapers and magazines does your hotel advertise ? 2 –What ”image” does your hotel try to present to the public ? 3 – Are pictures of your hotel and people who stay there of ten in the newspapers ? Special Vocabulary public relations desk entertioners public relations director advertising executives pictures card (personal card ) photographs reputation conventions hospitality conferences comforts luxurious employees cuisine Substitution Practice 1 - Hasn’t she heard them herself ? seen liked read looked at 2 - Couldn’t I help you on that exciting assignment ? assist go with accompany 3 - I’ll be here until nine o’clock this evening. after before up to 4 – When can we meet tomorrow ? tonight next week the following day in the morning UNITE 7 : Lesson 20 Twentieth Week : Public Relations And Publicity (2) Conversation : Mr. Jon esarrive early to meet the P. R. director, Miss Burton. Questions 1 – Do you think a bulletin about activities of ahotel is agood idea ? 2 – What events happen in your hotel that you would write about ? 3 – How, or on what qualifications, is an “employee of the month” chosen ? 4 – Have you known any one who has had his picture in the hotel magazine ? 5 – What does a “cold shoulder” mean ? 6 – Do you think the advertisement about the “cold shoulder” is a good one ? Special Vocabulary laundry garden kitchen staff clean(not dirty) rearentrance(back) ehef side entrance shops lunch (luncheon) dress shop bulletins jewelry shop verb forms book store I’ll leave (to leave) art gallery I’ve been traveling ( to travel) corridor(hall) may interest(to interest). files (records)
Substitution Practice 1 – You Americans arrive ontime, don’t you ? come leave 2 – I ’ve been travling for three months. four weeks several days a year and ahalf 3 – I could eat a soufflé now, because I haven’t had break fast yet. ameal any food lunch 4 - You’re looking lovely this morning. pretty attractive beautiful 5 - I’ll tell you when I got up. a rose a woke up UNITE 7: Lesson 21 Twenty first week : Review the vocabulary of lessons 19 and 20. Review the substitution practice of the nineteenth and twentieth lessons. Review the conversation of the last two lessons. Additional substitution practice. 1 – a – I was sent by traveler’s Magazine. He She Mr. Jones b – We were seut by Traveler’s Magazine. 2 – They are called the “Chimpan Zees ”. “supernauts” “crickets” 3 – Pictures must be taken of the staff. P. R. director entertainers banquet UNITE 8: Lesson 22 Twenty second week : Reservations Problems Conversations : Reservations Problems. Questions 1 – When a guest insists the sent adeposit, what does the clerk say ? 2 – If you have no reservation for agood client, and he shows you a letter of confirmation, what do you do ? 3 – Can hotels that belong to achain more easily find avacancy for a good client ? 4 – Have guests ever spent the night in the lobby because they couldn’t find a room ? Special Vocabulary confirmation has been reserved (to be reserved) deposit to appreciate mistake arrived (to arrive ) reserved mail should attend to (must, ought to take car of)
accommodation won’t notify (will not inform) acheck-out won’t forget (will not forget) available may be lost (probably lost) telegram package ready unoccupied vacancy Common Expressions What may I do for you ? There must be some mistake (very likely, with out doubt). Full occupancy Have a good night’s sleep. Substitution Practice 1 – A room has been reserved for me, hasn’t it ? saved cleaned paid prepared 2 – a – Mr. Brown gave you adeposit, didn’t he ? some money amessage the information b – Mr. Brown didn’t give you adeposit , did he ? any money amessage the information 3 – Amessage was left here for me , wasn’t it ? telegram package letter 4 – You won’t for get me, will you ? call notify remember neglect UNITE 8: Lesson 23 Twenty third week : Amedical Emergency Questions 1 – Tell about an emergency that recently happen ? 2 – Are there resident doctors in large hotels ? 3 – What do you do if a person becomes ill, and you can’t find a doctor a vailable ? 4 – What would a clerk do if aguest committed suicide ? Special Vocsbulary admittance lying(to lie on the bed) trouble verb forms payment was leaving (to leave) responsibility to wait mattress unlocked (to unlock) linen (Isheets ) is turned off (to be turned off ) emergency are trained (to be trained) Substitution Practice 1 - I’ll go if you think he’s really sick.
believe suppose say 2 – Is the man ill ? sick well 3 – They saw a man lying on the bed. sleeping sitting reclining 4 – I don’t know exactly how dangerous it is now. bad serious warm 5 - let’s see what the trouble is. cause noise matter UNITE 8: Lesson 24 Twenty Fourth Week Review the vocabulary of lessons 22. Review the substitution practice of the twenty second and twenty. third lessons. Review the conversation of the last two lessons. Additional substitution practice. 1 – I want to stay here because our meetings are held here. conferences discussions lectures 2 – It is after mid night when Dr. Smith arrives. phones enters leaves 3 – Clerks are trained so that they know what to do. who to call what to say how to act UNITE 9: Lesson 25 Twenty Fifth Week : Famous guests : An Actress Arrives. Conversation : Famous guests Questions 1 – Name some famous people who have stayed at your hotel. 2 – Do you think that famouse people demand more service ? 3 – Does your hotel permit clients to bring pets to their rooms ? Special Vocabulary regrets verb forms regulartions followed(to follow) menus to be distur bed attention(courtesy) you’ll be rested(to be rested) rules receives(a telephone call) patrons to permit bowing(to bow) has left (to leave) attending (being presentat) to see about(to attend) Common Expressions
It’s my pleasure. If there is anything You want, please call. In a few minutesesat your service. Substitution Parctice 1 – She shines like the sun. a diamond a star 2 – They aren’t coming here , aren’t they ? to the hotel to the house home 3 – We hop that your stay will bea pleasantone. visit vacation trip UNITE 9: Lesson 25 Twenty sixth week : Complaints : The Difficult Guest Conversation : Complaints Questions 1 – What things do partrons most oflen comlain about-the rom, the noise, the bill. the food, efficiency of the employees, or lack of courtesy ? 2 – What does a clerk ormanager do when a client complains about noise the room next to them ? 3 – Have you ever had to ask a guest to leave because he disturbed other guests ? Special Vocabulary complaint verb forms noise haven’t slept (to sleep ) blinds I’ve been distured (to bedisturbed ) contented haven’t reported (to report ) weather can’t rest is annoying (to annoy ) has in for med (to inform) haven’t been able (to be able ) Common Expressions a hour ago have been on duty (to be at work ) Do Not Disturb“sign (assign on the door, asking people to be quiet ) Substitution Practice 1 – Why don’t you take a sleeping pill ? a rest some medicine a walk 2 – There was a lot of singing. dancing shouting smoking drinking 3 – What did they do ? see eat say 4 - I’ll pack my clothes when Ifeel better. feel stronger
ers) get up UNITE 9: Lesson 27 Twenty seventh week: Review the vocabulary of lessons 25 and 26. Review the substitution practice of the twenty-fifth and twenty-sixth lessons. Review the conversation of the last two lessons. Additional substitution practice 1 – I want to know how she is annoying you. amusing bothering treating 2 – I’ll find out who is occupying that room. shouting in paying for sleeping in 3 – When you come loock , we’ll talk about it. return want to have time 4 – While you are walking, think about being an actor. an engineer an asfronaut a cashier UNITE 10: Lesson 28 Twenty eighth week : Bad Debts : The Guest who does not pay. Conversation : Meeting an old friend Questions 1 – If an old ctient cashes a personal check and it is returned to the hotel because of lack off unds, who pays the bill-the hotel or the manager ? 2 – Can you usually disting uish the very rich guests from those who are not so rich ? 3 – Do the wealthiest people always spend the most money or give the biggesttips ? 4 – Are many checks returned to the hotel because of “lack of funds” ? Special Vocabulary extra vagant verb forms cocktail party stayed (to stay) privileges (it) was made (to be made) credit entertained (to entertion ) allowed (to allow) trusted (to trust) Common Expressions lack of funds I suppose so neither do I I haven’t either a week ago once in a while “easy come. easy go” Substitution Practice 1 - I’m certainly glad to see you. happy surprised delighted 2 – This is the biggest bill that I’ve ever seen.
presented charged okayed 3 – Ithought that he was amillionaire. rich man poor man sales man 4 – I be lieve his reservation was made by you. confirmed canceled requested 5 – I suppose so. think be lieve say UNITE 10 : Lesson 29 Twenty nineth week : The Hotel Sells its Services Conversation : Sales manager for the univer sal Hotels. Questions 1 – What facilities must ahotel offer to attract large conventions ? 2 – Can you name any groups from foreign countries which have held meeting sat your hotel ? 3 – Are conventions held a tany special time of year ? why ? Special Vocabulary Sales Manager verb forms business has just admitted (to a dmit ) facilities to represent crowds have been in for med (to be in for med) outside rooms to offer inside rooms was notified (to be noti fied ) luxuries have been entertained (to be entertained ) location are decorated (to be decorated) hospitality room Common Expressions with our complimeuts is holding a convention (is having a convention ) Substitution Practice 1 – I have often. . been entertained at your hotel. occasionally never frequently 2 – It is north of the main boulevard. east of north west of be yond close of straight ahead of 3 – It is across the street from a beautiful park. around the corner down the street two blocks UNITE 10 : Lesson 30 Thirty Week : Final Review
Riview all vocabulary lists Riview all substitution practicections. Read all conversations fluently. Give answers to questions on the following situations : 1 – you are a clerk. Amen comes up to the reservation deck. what do you say ? 2 – The man says, “I would like a single room ” what is your response ? 3 – A man asks you to explain to him what asuiteis. what do you say ? 4 – A manc omes to the front desk. He asks if Mr. Brown is in. what do you , the clerk, say ? 5 – Mr. Brown, a guest , calls the telephone operator. He says that he wants to send a telegram. What does the operator say ? 6 – Peter calls the telephone operator and asks , “where can Ibuy a pair of shoes ? ”what is a good response ? 7 – Mrs. Jones goes to the front desk. She says, “I can’t find my key. will you please give me an other one ? “what would a clerk say ? 8 – A guest asks if monthly rates are cheaper than weekly rates. What does the clerk say ? 9 - After the family registered, the sonbring in a dog and starts to go up stair with it. What does the clerk say to him ? 10 – Mr. Brown asked the clerk when the shops opend. What did he say ? 11 – The cashier asked a guest , “Did you enjoy your stay with us? ”what do you think the guest replie? Special Vocabulary check. out time verb forms a soiled sheet (dirty) were lost (to be lost) cleaning bill Common Eexpressions a departing guest to miss aplane (not to get aplane, not to arrive on time) heating handling charges rental charges tax purified water
Скачать презентацию Specil English For Hotel Personnel Book 1 For
ad6c6a834f32cb3fb9088e396ec99727.ppt