3429 - LNGUA INGLESA - SERVIO DE RECEO, ATENDIMENTO E

INFORMAO TURSTICA

Formadora: Jlia Caldeira Marques

Formadora: Jlia Caldeira Marques
Rececionista de Hotel
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Rececionista de Hotel
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Rececionista de Hotel
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Rececionista de Hotel
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Hotel Vocabulary
Word Meaning Example sentence
part of speech

adjoining rooms 1. a bed built into a sofa or couch

amenities 2. a bed for one person

attractions 3. a bed large enough for two people

baggage 4. a device on wheels that guests can push their luggage

on

Bed and Breakfast 5. a fee for staying past the check-out time

bellboy 6. a home that offers a place to stay and a place to eat

book 7. a hot room for relaxation, filled with steam

booked 8. a level of the building

brochures 9. a machine that automatically makes ice that guests can

use to keep drinks cold

check-in 10. a machine that distributes snacks and beverages when

you insert coins

check-out 11. a morning phone call from the front desk, acts as an
alarm clock

complimentary 12. a person that is staying at the hotel

breakfast

cot, rollaway bed 13. a piece of paper that guests display in the car window
while in the hotel parking lot

damage charge 14. a request to save a specific room for a future date

deposit 15. a room that guests can use for exercise and fitness

double bed 16. a single bed on wheels that folds up

floor 17. a small fridge and cooking area

front desk, 18. a small hot pool for relaxation

reception

guest 19. a staff member who helps guests with their luggage

hostel 20. a very inexpensive place for backbackers and travelers

on a budget

hotel manager 21. a window that offers a nice image for guests

housekeeping, maid 22. accommodations that are slightly cheaper than hotels

ice machine 23. amount paid ahead of time to secure a reservation

indoor pool 24. another word for "hotel"

inn 25. arrange to stay in a hotel

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Rececionista de Hotel
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Jacuzzi, hot tub, 26. available rooms

whirl pool

king-size bed 27. bags and suitcases packed with personal belongings

kitchenette 28. bed with plenty of space for two people (bigger than a
double)

late charge 29. cost of renting a room for a certain time period

linen 30. delivery of food or other services requested by guests

lobby 31. extra charge for movies and special television features

luggage cart 32. extra large bed

maximum capacity 33. free of charge

motels 34. full, no vacancies

noisy 35. go to the front desk to receive keys

parking pass 36. large open area at the front of the hotel

pay-per-view movie 37. local facilities such as stores and restaurants

pillow case 38. loud

queen size bed 39. money a guest owes for repairs to hotel property (when
caused by violent or careless acts)

rate 40. person in charge at the hotel

reservation 41. place for guests to swim inside the hotel

room service 42. return the keys and pay for the bill

sauna 43. sheets, blankets, pillow cases

single bed 44. small booklets that provide information on the local
sites and attractions

sofa bed, pull-out 45. staff members that clean the rooms and linen
couch

towels 46. staff that parks the guests' vehicles

Vacancy; vacant 47. the covering that goes over a pillow

valet 48. the most amount of people allowed

vending machine 49. the place where guests go to check in and out and to
get information

view 50. things for tourists to see and do

wake up call 51. two hotel rooms with a door in the centre

weight room, 52. used to cover and dry the body after swimming or
workout room, gym bathing

Checking into a hotel
Fill-in the gaps.
Watch the following video online and then role-play the following dialogue.
http://www.youtube.com/watch?v=wyqfYJX23lg
Good morning. My name is Tom Sanders. I have a
reservation for a single room for three nights.
1. Alright, Mr. Sanders. Let me pull up your
___________________ I cant seem to find a
record of your ___________________. Did you
book the room directly through us, or did you use a
hotel reservation service or a travel agent?
I booked it directly through you. Ive already also paid a
deposit on the first night. I have a reservation number if
that helps.
2. Yes. Sure. Can I see that, please? Thank you.
Oh, I see. Maybe there was a glitch with the booking
system. Well, we dont have any more
___________________ rooms available, with the
exception of one ___________________ room.
But, you would then be right next door to a family with
children, which might get noisy. But thats not a
problem. I can ___________________ you to one
of our business suites. They all come with jacuzzis!
Oh! That sounds nice! But how much more is that going to
cost?
3. That would of course be at no extra
___________________ to you.
Oh, well, thank you.
4. My ___________________.
What about the wireless internet?
5. Oh, its really easy. This is your access code and
instructions on how to use it. If you have any
problems, feel free to call the
___________________. And this is a list of all the
hotel amenities, like the gym and the
___________________ pool.
Ah. Thank you very much.
6. Youre welcome. Has the
___________________ already taken your car or
will you be needing a parking pass?
Oh. I dont have a car. I took a taxi direct from the airport.
7. Alright. Could I have some form of ID, please?
And could you just fill out this
___________________ form?
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Rececionista de Hotel
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Sure. Heres my drivers license.
8. ___________________. Oh, youre from San
Francisco.
Yes, I am. All the way from the West Coast.
9. I hope you had a good
___________________.
Yes, I did. Thank you. The flight was long, but it was
smooth and I slept almost the whole way.
10. Oh, and is this your first time in
___________________?
Yes, it is. I have a business conference to attend, but Im
looking forward to getting some sightseeing done as well.
11. Well, Id be more than happy to give you some
___________________ tips if you need any.
Thank you.
12. Alright. Ive got you all checked in to your room.
This is your room key. Youre in room 653. Just take
the ___________________ on the right up to the
6th floor. When you get off the elevator, turn right.
Your room is at the end of the corridor on the left-hand
side Just leave your ___________________ here
and the bellboy will bring it up.
Great. Thank you very much.
13. If you need anything, please feel free to dial the
front desk. Enjoy your ___________________ .
Thank you.
14. Youre ___________________.
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Arriving at a hotel

1. A phrase where a customer asks the hotel to ring their room early in the morning:
___________________________________________________________________________________________
2. A very polite phrase where a customer asks a receptionist to ring another hotel for them:
___________________________________________________________________________________________
3. A phrase that a receptionist uses when they want a customer to confirm/prove their identity:
___________________________________________________________________________________________
4. A phrase a customer asks when they want to have a room in a hotel:
___________________________________________________________________________________________
5. A phrase a receptionist uses when they want a customer to write their details (name, address etc...) on a hotel document:
___________________________________________________________________________________________
6. A polite phrase a customer uses when they want a receptionist to circle or mark where a place is on a map:
___________________________________________________________________________________________
7. A phrase that tells you 'when you can eat breakfast' in a hotel:
___________________________________________________________________________________________
8. A polite phrase which means 'can you suggest another hotel':
___________________________________________________________________________________________
9. A phrase where you ask what equipment/facilities (e.g. air conditioning) that a room has:
___________________________________________________________________________________________
10. A verb that means to write your name/signature to confirm something:
___________________________________________________________________________________________
11. A polite way to say 'you have a room in the hotel for me':
___________________________________________________________________________________________
12. A phrase a hotel receptionist uses when they need to check/confirm something on their computer:
___________________________________________________________________________________________
13. A phrase a customer uses when they want to leave their luggage with the hotel receptionist:
___________________________________________________________________________________________

Read the following two conversations between a customer/guest
and a receptionist in a hotel. In the first situation, a customer is
arriving/checking in at a hotel to get the key to the room. In the
second situation, a customer wants a room at a hotel, but there
are none available. From the context, try to guess what are the
words/phrases missing.
Situation 1
Receptionist: 'Good morning. How can I help you?'
Customer:'Good
morning. _________________________________________
_ Smith.'
Receptionist: 'Let me look on the system. Yes, Smith. A single
room for 2 nights, bed and breakfast?'
Customer:'That's correct.'
Receptionist:
__________________________________________ ? A
passport or an identity card are both fine.'
Customer:'Here you go.'
Receptionist: 'Perfect. _____________________________
_____________ with your details. Your name and address etc...'
2 minutes later
Receptionist: 'That looks fine. Could you
please ___________________ at the bottom of the form. Your
signature. Perfect. Your room includes breakfast in the
morning. _________________________________________
_ 7.30am and 10am in the restaurant in front of the reception. On
the last morning of your stay you have to check out before 11am.'
Customer:'I have an important meeting tomorrow morning.
So, __________________________________________
tomorrow at 6am?'
Receptionist: 'Certainly.'
Customer:
__________________________________________ Wi-Fi?'
Receptionist: 'Yes, all the rooms have Wi-Fi, cable televisions
and air conditioning. I'm afraid that your room isn't ready yet, sir.
It should be ready for midday. If you like, you can wait in the hotel
lounge and I will call you when its ready.'
Formadora: Jlia Caldeira Marques
Rececionista de Hotel
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Customer:'That's ok. I have to meet somebody
now. __________________________________________ ?'
Receptionist: 'No problem, sir. Leave them with me and I'll look
after them for you until you return.'
Customer:'Thank you.'
Situation 2
Receptionist: 'Good evening. How can I help you?'
Customer:'Good
evening. _________________________________________
_ for tonight?'
Receptionist: 'Do you have a reservation?'
Customer:'No, we don't.'
Receptionist: 'A double or single room?'
Customer:'A double room for one night.'
Receptionist: '___________________________________
_______ . I am afraid that we are fully booked tonight, madam.
There are no rooms available, sorry.'
Customer:'Ok, ___________________________________
_______ ?'
Receptionist: 'You could try the Bristol Hotel.'
Customer:'______________________________________
____ to see if they have any vacancies?'
Receptionist: 'No problem.'
3 minutes later
Receptionist: 'Yes, they have some rooms available.'
Customer:'Excellent. Where is the hotel?'
Receptionist: 'It's in centre near the castle.'
Customer:'______________________________________
____ ?'
Receptionist: 'Certainly. We are here and the Bristol Hotel is
here. It's about 5 minutes by car.'
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Checking-In Order the following dialogue in a sensible way

Hotel: Good afternoon. Welcome to the Grand Woodward Hotel. How may I help you?
Guest: I have a reservation for today. It's under the name of Hannighan.

Hotel: A full Continental buffet every morning, free airport shuttle service, and use of the hotel's safe are all
included.
Hotel: Can you please spell that for me, sir?
Hotel: Should you have any questions or requests, please dial 'O' from your room. Also, there is internet
available in the lobby 24 hours a day.
Hotel: Yes, Mr. Hannighan, we've reserved a double room for you with a view of the ocean for two nights. Is
that correct?
Hotel: At midday, sir.
Hotel: Room 487. Here is your key. To get to your room, take the elevator on the right up to the fourth floor.
Turn left once you exit the elevator and your room will be on the left hand side. A bellboy will bring your bags
up shortly.
Hotel: Well, you will find a mini-bar in your room. Use of it will be charged to your account. Also, the hotel
provides room service, at an additional charge of course.
Hotel: My pleasure, sir. Have a wonderful stay at the Grand Woodward Hotel.
Hotel: Excellent. We already have your credit card information on file. If you'll just sign the receipt along the
bottom, please.
Hotel: Yes, sir. We are a five star hotel after all.

Guest: Ok, and what time is check-out?

Guest: Yes, it is.
Guest: Sure. H-A-N-N-I-G-H-A-N.
Guest: Great. Thanks.
Guest: So what's not included in the price?
Guest: Hmm. Ok, so what room am I in?
Guest: Whoa! Five hundred and ninety dollars a night!
Guest: Well, fine. I'm here on business anyway, so at least I'm staying on the company's dime. What's
included in this cost anyway?
Guest: Ok, thanks.
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Rececionista de Hotel
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Rececionista de Hotel
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Rececionista de Hotel
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ENGLISH FOR HOTEL EMPLOYEES - Hotel Reception/ Guest

Fill in each blank with the correct word. If both words can be used, choose the one that
sounds more natural in each situation:
1. I'm sorry, we don't have any
rooms _____________________ (available/rent
1. Your room hasn't
able) that weekend.
been _____________________ (clean/cleaned) y
et.
2. Would you like me to check
another _____________________ (date/schedu
2. You can
le) for you?
check _____________________ (in/on) from
11:00 AM.
3. I'm sorry, we're all-
_____________________ (books/booked) ( =
3. Check
we have no free rooms) because of a big
out _____________________ (schedule/time) is
conference.
12:00 PM.
4. I'll need to see your passport, or some other
4. Let me know if you need anything else = Let
form
me know if
of _____________________ (identity/identifica
you _____________________ (require/request)
tion).
anything else
5. We don't have
5. I
room _____________________ (servants/servic
can't _____________________ (see/seem) to
e). ( = We don't bring food, etc. to your room)
find your reservation.
6. The concierge
6. Did you make your
will _____________________ (show/carry) you
reservation _____________________ (online/int
to your room.
ernet)?
7. There's
7. Everything is
a _____________________ (tiny/mini)-bar in
in _____________________ (good/order) =
every suite.
Everything is alright (= especially when talking
about formal matters)
8. Let me know if I can be of
further _____________________ (assistance/as
8. Do you have a restaurant
sistant) = Let me know if there's anything else I
on _____________________ (promises/premise
can do to help
s) ( = in or attached to the hotel)
9. Before you arrive
9. We hope
= _____________________ (Prior/Previous) to
you _____________________ (enjoy/please) yo
your arrival
ur stay.
10. We also have a gym which you can use at
10. How long will you
your _____________________ (dispersal/dispo
be _____________________ (staying/stay)?
sal).
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Rececionista de Hotel
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1.
1. The rate for that room
A _____________________ (concierge/counsell
is _____________________ (slightly/lightly) ( =
or) is someone who works at the reception desk.
a little) higher.

2. I'll get one of the bellhops to take

2. I
your _____________________ (bags/baggage)
can _____________________ (assist/assess) (
to your room.
= help) you with this.

3.
3. Is there
Someone _____________________ (left/gave)
a _____________________ (trouble/problem)
a package for you.
with your room?

4. If a room is "bigger", you can say it's

4. Are you
"more _____________________ (spacious/spa
having _____________________ (trouble/prob
tial).
lem) opening the door?

5. I'll have
5. We
to _____________________ (console/consult)
offer _____________________ (washing/laun
with the manager = I'll have to discuss it with the
dry) service for our guests.
manager
6. This service
6. To reserve a room =
is _____________________ (given/provided) a
To _____________________ (book/reservation
s part of your room rate.
) a room
7. Breakfast is not included in the price. You will
7. I
have to
can't _____________________ (warrantee/gua
pay _____________________ (extra/money) f
rantee) (= promise) that the price won't go up.
or it.

8. We have really good

8. We offer 24-
weekend _____________________ (deals/offer
_____________________ (hour/hours) room
ings) ( = special offers).
service.

9. Would you like me

9. The word "amenities" refers to "comforts"
to _____________________ (request/call) you
or _____________________ (conveniences/conv
a taxi?
entions). These may include a pool, a sauna, a
restaurant, etc.
10. Breakfast
is _____________________ (inclusive/included)
10. We have
in your room rate.
an _____________________ (indoor/inside) po
ol for our guests.
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Rececionista de Hotel
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ENGLISH FOR HOTEL EMPLOYEES - Talking with guests

This exercise is for hotel concierges, bellhops, re ception desk workers, managers, etc. It
will help you have better conversations in English. A guest wants some information from
you. Choose the most natural-sounding response:

1. Can someone bring my
bags up to my room?
I'll get someone to do
that right away.
I'll get the bags into your room.
Are you going to take the bags yourself?
2. Do you have valet parking?
Yes, I'll get someone to park your car.
Yes, you can park it in the parking lot around the
corner.
No, we don't have free parking.
3. Can I stay an extra night?
$100 per night.
We don't accept credit cards.
I'm sorry, but we're all-booked for tonight.
4. Where can I get a taxi into the city?
Yes, you can get there by taxi.
I'll call you a cab/taxi.
It's not too expensive.
5. Can you give me a different room? This one is too
small.
I'm sorry it's so small.
Yes, would you like to pay for the extra room by
credit card?
I'm sorry but it's the biggest room we have available
right now.
6. Is there a restaurant nearby?
There's a Chinese restaurant right across the street.
There are many good restaurants in our city.
Chinese food.
7. Can my guests stay in my room overnight?
Yes, but they have to register at the reception desk.
We have many international guests staying at our
hotel.
Would you like to reserve a room for your guests?
8. I'd like a room for three nights.
How many nights will you be staying?
All of our rooms are non-smoking.
Would you like a room with one bed or two?
9. Can I pay cash?
No, we only accept cash.
That'll be $300 for four nights.
Of course.
10. I don't want my sheets changed every day.
There's a card you can put on your door handle to
let the cleaning staff know.
Yes, it's part of room service.
The cleaning staff does that every day.
11. Can you get someone to clean my room?
Yes, I'll get someone to do that right away.
Yes, it was cleaned this morning.
Yes, all of our rooms are always clean.
12. Why was my credit card declined?
You can pay cash.
I don't know. You'll have to contact your bank to get
that information.
No, we don't have free parking.
13. Where is breakfast served?
Breakfast is included.
We offer a breakfast buffet.
In the hotel restaurant.
14. Could you please confirm my reservation via (by)
email?
Yes, I'll send you a confirmation email right away.
I'll give you our email address.
Please send us a confirmation right away.
15. We need some clean towels.
There is a shower in every room.
The cleaning staff will pick up the dirty towels when
they clean the room.
I'll ask the cleaning staff to bring you some.
16. How much are the small bottles of brandy in the mini-
bar?
I'll get more sent up right away.
They are $10 each.
There are 10 small bottles in each mini-bar.

17. I need to wake up at 7:00
AM.
I'll make sure you get a wake-up call at that time.
It's 8:30 PM
Would you like me to call you a taxi?
18. Do you accept MasterCard?
You can pay with your bank card as well.
Yes, we accept all major credit cards.
You can pay with a credit card.
19. How much is your cheapest double room?
For one person?
Right now our cheapest one is $200 per night.
Our double rooms are usually booked well in
advance.
20. I reserved a room for Friday. I'd like to change that to
Saturday.
OK, you will be leaving on Saturday?
I see that you've already made a reservation.
OK, let me check your reservation.
21. I'd like to file a complaint with the manager.
There's a conference in the hotel this weekend.
He's not around right now, but I'll have him call you
as soon as possible.
The manager likes to complain, but he's a good
person.
22. Hi, I have a reservation. My name is McAlister.
Spelling?
I don't know how to spell that.
OK. How do you spell your last name?
23. How do I get to your hotel from the airport?
Our shuttle bus runs until 11:00 PM
We have a shuttle bus that runs to and from the
airport.
Public transportation is not very convenient here.
24. How far is your hotel from the train station?
We're about 2 kilometres away.
You can come by taxi.
The fact that we're located close to the train station
makes us a very convenient choice.
Formadora: Jlia Caldeira Marques
Rececionista de Hotel
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25. I think the taxi driver cheated me!
You have to make sure that the taxi driver uses the
meter.
The best way to get to the airport is by taxi.
Sometimes you have to wait a long time for a taxi to
come.
26. Is it safe to walk alone around here?
Yes, we care about your safety.
Safety first!
Yes, this is a very safe neighbourhood.
27. Where is the conference room?
It's on the second floor.
There is a conference this weekend.
Would you like a room?
28. How do I get to the conference room?
Take the elevator up to the second floor and turn
right. You'll see the door marked "Conference Room."
Take the elevator up to the second floor and turn
right. You'll see the door named "Conference Room."
Your room is on the third floor. You can take the
elevator or the stairs.
29. Hmm... Thats a little out of my price range.
Will you be paying by cash or credit card?
OK. Let's see if we can find you something more
affordable.
OK. When will you be leaving?
30. Why do I have to leave my passport?
You have leave your passport at the reception desk.
Give me your passport, please.
It's hotel policy. All guests have to leave their
passports at the reception desk for the duration of their
stay.
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http://www.audioenglish.org/english -
learning/english_dialogue_hotel_checking_out_1.htm

Checking out of the hotel - Id like to check out now.

Receptionist: Good morning. May I help you?
You: ...
Receptionist: One moment, please, sir. ... Heres your bill. Would you like to check and see if
the amount is correct?
You: ...
Receptionist: Thats for the phone calls you made from your room.
You: ...
Receptionist: Certainly. May I have your passport, please?
You: ...
Receptionist: Could you sign each cheque here for me?
You: ...
Receptionist: Here are your receipt and your change, sir. Thank you.
You: ...

http://www.linguahouse.com/currentLesson.php?page =&usp=Usp_625c2b7e-12c6-
8f44-1917-df49d276b47d&lsn=Lsn_9c3a7b28 -6f08-c374-fd67-0af021d39725&code =

Receptionist: __________________________. My name is Robert Caulson, room 302. Here's the key.

Guest: Just a moment, sir...Here's your bill.

Receptionist: _____________________________________________________________?

Guest: That's for the drinks you ordered last night.

Receptionist: OK. __________________________?

Guest: Yes, of course.

Receptionist: One more thing. I have a train to catch in a few hours. Can I leave my bags somewhere

till then?

Guest: Certainly. __________________________________________________________.

Receptionist: Thank you. Goodbye.

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Rececionista de Hotel
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Check-out / Getting to the airport

Order the following dialogue in a sensible way

Hotel: Did you enjoy your stay with us?

Guest: Yes, very much so. However, I now need to get to the airport. I have a flight that leaves in about two

hours, so what is the quickest way to get there?

Hotel: We do have a free airport shuttle service.

Hotel: Would you like to sign the hotel guestbook too while you wait?

Hotel: Let's see. The bill comes to $37.50. How would you like to pay for that?

Hotel: That's good to hear. Thank you again for staying at The Grand Woodward Hotel.

Hotel: Of course, sir. Oh, before you go would you be able to settle the mini-bar bill?

Hotel: Yes, it should. The next shuttle leaves in 15 minutes, and it takes approximately 25 minutes to get to

the airport.

Hotel: Absolutely. Here we are sir. If you like you can leave your bags with the porter and he can load them

onto the shuttle for you when it arrives.

Guest: That sounds great, but will it get me to the airport on time?

Guest: Sure, I had a really good stay here and I'll tell other people to come here.

Guest: Fantastic. I'll just wait in the lounge area. Will you please let me know when it will be leaving?

Guest: I'll pay with my Visa thanks, but I'll need a receipt so I can charge it to my company.

Guest: That would be great thank you.

Guest: Oh yes certainly. How much will that be?