CONTENTS

English Language Curriculum 2 Language Incentive Program (LIP): Policy & Procedure 4 Key English Phrases 10 General Hotel English Vocabulary: Basic Level 11 Department English Food & Beverage: 18 Front Office: Vocabulary Scripts Vocabulary Scripts 31 23 27

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Housekeeping:

Vocabulary Scripts 46

41

English Language Curriculum

Language Competency Curriculum
Language INTRODUCTORY In ce nt iv INTERMEDIATE e Pr o gr ADVANCED a m (LI P) Level 1- 3 employees only BAS 100 English Vocabulary BAS 200 Dept. Vocabulary & Scripts INT 100 English Vocabulary INT 200 Dept. Vocabulary & Scripts ADV 100 English Vocabulary ADV 200 Dept. Vocabulary & Scripts

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Language Development Curriculum

Language Enrichment Program For Supervisors ( LES) Language Enrichment Program For Managers ( LEM) CON 100 Conversation Topics ( 1 ) CON 100 Conversation Topics ( 2 ) EBW 100 English Business Writing

Criteria for Language Incentive Program (LIP)

LIP (INTRODUCTORY ) BAS 100 English Vocabulary BAS 200 Dept. Vocabulary & Scripts XYZ Hotel Lip: INTRODUCTORY Page 3 of 61 LIP (INTERMEDIATE ) INT 100 English Vocabulary INT 200 Dept Vocabulary & Scripts LIP (ADVANCED) ADV 100 English Vocabulary ADV 200 Dept Vocabulary & Scripts

BWA 100 Written Assessment BOA 100 Oral Assessment

IWA 100 Written Assessment IOA 100 Oral Assessment

AWA 100 Written Assessment AOA 100 Oral Assessment

* Employee must satisfy all the above criteria to qualify for language incentive.

Policy & Procedure

English Language Incentive Program (LIP)
POLICY:

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It is the policy of the XYZ Hotel Beijing to provide an English Language incentive to be paid on a 3-tier program. The purpose of this policy is to improve overall standards of service by encouraging staff to constantly improve their language skill. PROCEDURES: Conditions for qualifying for the English Language Incentive Program (LIP) 1. This Incentive is applicable to full-time and permanent casual positions from Levels 1 to 3. 2. The employee must satisfy all the criteria established in the English Language Incentive Program (LIP) in order to qualify for the Language incentive. 3. Every employee will be assessed and certified according to their level of language competency. If they satisfy the criteria of the LIP, they will qualify for the relevant incentive. The Director of Training and Development will advise the Personnel Manager on the successful completion of the English Language tests. The Personnel Manager will complete the Personnel Action Form ( PAF ) and submit to the General Manager for his approval & signature. The Personnel Manager will forward the approval to the relevant departments. XYZ Hotel Lip: INTRODUCTORY Page 5 of 61

4. Following the completion of the written and oral tests, the candidate will attend a final assessment with a Level 6 Manager who has the language competency of a native English speaker. 5. The amount of Incentive per month is : a. Introductory Level : RMB 40 b. Intermediate Level : RMB 50 c. Advanced Level : RMB 60 6. A qualified Training and Development Trainer will conduct Written & Oral Tests for each Level of the LIP whenever required. 7. In the event the employees language skill noticeably deteriorates, the previously qualified candidate will be asked to attend a re-assessment. If the employee is unable to pass the tests, their incentive will be withdrawn

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Policy & Procedure

Japanese Language Incentive Program (JIP)
POLICY: It is the policy of the XYZ Hotel Beijing to provide a Japanese Language incentive to be paid on a 3-tier program. The purpose of this policy is to improve overall standards of service by encouraging staff to constantly improve their language skill. PROCEDURES: Conditions for qualifying for the Japanese Language Incentive Program (JIP) 1. This Incentive is applicable to full-time & permanent casual positions from Levels 1 to 3. 2. The employee must satisfy all the criteria established in the Japanese Language Incentive Program (JIP) in order to qualify for the Language incentive.

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3. Every employee will be assessed and certified according to their level of language competency. If they satisfy the criteria of the JIP, they will qualify for the relevant incentive. The Director of Training and Development will advise the Personnel Manager on the successful completion of the Japanese Language tests. The Personnel Manager will complete the Personnel Action Form ( PAF ) and submit to the General Manager for his approval & signature. The Personnel Manager will forward the approval to the relevant departments. 4. The amount of Incentive per month is : a. Introductory Level : RMB 40 b. Intermediate Level : RMB 50 c. Advanced Level : RMB 60 5. The Japanese Trainer or a trained native speaker will conduct Written & Oral Assessment for each level of the JIP whenever required. Following the written and oral tests, the candidate will attend a final assessment with an appointed native speaker.

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Policy & Procedure

Multi-Skilling Incentive Program (MIP)
POLICY: It is the policy of the XYZ Hotel Beijing to provide additional Multi-skilling Incentives for staff who are fully certified in a second or maximum of three work related skill sets. The purpose of this policy is to increase productivity and at the same time motivate high potential staff by providing them with opportunities for skill improvement and learning. PROCEDURES: XYZ Hotel Lip: INTRODUCTORY Page 9 of 61

Conditions for qualifying for the Multi-skilling Incentive Program (MIP) 1. This Incentive is applicable to full-time and permanent casual positions from Levels 1 to 3. 2. The employee must satisfy all the criteria established in the Multi-skilling Incentive Program (MIP) in order to qualify for the incentive for each additional skill (maximum of two). 3. Acquisition of the second multi-skilling skill set should not interfere with the employees primary job responsibilities. 4. After achieving the competency certification (SRP Summary) in their primary position, employees in Levels 1 to 3 can apply to commence training in another skill. 5. Qualified employees can apply in writing for multiskilling training. The original Department Head & receiving Department Head will agree in writing that the employee is suitable for multi-skilling. 6. Both Department Heads will then schedule time for training. The training for the second skill set will normally be held outside the employees working hours. 7. Once an employee is Certified in a second skill set and has served in the second department for not less XYZ Hotel Lip: INTRODUCTORY Page 10 of 61

than 10 hours in any one month, they qualify to receive the multi-skilling incentive payment. 8. If a multi-skilled employee fails to work for a minimum of 10 hours in any one month in the second Department, the multi-skilling incentive will not be paid for that month. 9. If the employee fulfills all the criteria according to the MIP, the Director of Training and Development will advise the Personnel Manager who will complete the Personnel Action Form (PAF) and submit it to the General Manager for his approval and signature. The Personnel Manager will forward the approval to the relevant departments. 10. The Incentive amount applicable for each skill set is RMB 40 per skill set per month.

Key English Phrases

1. Good morning/afternoon/evening, sir/maam. 2. Welcome to XYZ Hotel, sir/maam. 3. Welcome back, Mr. Lin. XYZ Hotel Lip: INTRODUCTORY Page 11 of 61

4. Thank you, sir/maam. 5. Goodbye, sir/maam. 6. Have a good day/evening/trip, sir/maam. 7. Hope to see you again, sir/maam. 8. May I., sir/maam? 9. Could you please, sir/maam? 10. Could you please repeat? 11. Could you please speak slowly? 12. Please., sir/maam. 13. How may I help you, sir/maam. 14. Youre welcome, sir/maam. 15. Its my pleasure, sir/maam. 16. Just a moment, please. 17. Thank you for waiting. 18. Would you like anything else, sir/maam? 19. Is there anything else I can do for you? 20. Certainly, sir/maam. 21. Yes, sir/maam. 22. Ill be with you soon, sir/maam. 23. I am sorry, I do not understand, sir/maam. I will get help/assistance. 24. I am not sure, sir/maam. Ill get help/assistance. 25. I beg your pardon, sir/maam. 26. Im sorry, sir/maam. 27. Enjoy your stay/meal, sir/maam. 28. Thank you for your feedback, sir/maam. 29. May I suggest, sir/maam. 30. Perhaps you/I could sir/maam.

General Hotel English Vocabulary : Introductory

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1. Accept 2. Account 3. Action 4. Activity 5. Address 6. After 7. Afternoon 8. Again 9. Air 10. Air-conditioner 11. Airline 12. Airport 13. All 14. Allow 15. Amount 16. Animal 17. Announcement 18. Another 19. Answer 20. Apartment 21. Apologize 22. Appointment 23. Arrive 24. Ask 25. As soon as possible 26. Attendant 27. Attention 28. Babysitter 29. Bad 30. Bag XYZ Hotel

31. Baggage 32. Ball room 33. Bank 34. Banquet 35. Bar 36. Barber 37. Basic 38. Basket 39. Bath room 40. Beautiful 41. Beauty saloon 42. Bed 43. Bedroom 44. Beef 45. Begin 46. Bellboy 47. Belonging 48. Better 49. Bicycle 50. Big 51. Bill 52. Birthday 53. Biscuit 54. Black 55. Body 56. Book 57. Booking 58. Booklet/brochure 59. Bottle 60. Box

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61. Brand 62. Break 63. Breakfast 64. Bring 65. Brother 66. Brush 67. Building 68. Bus 69. Business 70. Businessman 71. Busy 72. Buy 73. Cake 74. Call 75. Can 76. Cancel 77. Cap 78. Car 79. Car park 80. Card 81. Carpet 82. Cash 83. Cashier 84. Center 85. Certainly 86. Chair 87. Channel 88. Charge 89. Cheap 90. Check 91. Check in 92. Check out XYZ Hotel

93. Child 94. China 95. Cigar 96. Clean 97. Clear 98. Clerk 99. Close 100. Closet 101. Clothes 102. Coat 103. Coffee 104. Cold 105. Color 106. Come 107. Comfortable 108. Company 109. Complaint 110. Computer 111. Concierge 112. Confirm 113. Contact 114. Conversation 115. Cook 116. Copying machine 117. Correct 118. Corridor 119. Cost 120. Country 121. Courtesy 122. Cup 123. Customer

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124. 125. 126. 127. 128. 129. 130. 131. 132. 133. 134. 135. 136. 137. 138. 139. 140. 141. 142. 143. 144. exit 145. 146. 147. 148. 149. 150. 151. 152. 153. 154.

Cut Daily Damage Date Daughter Day Delay Delivery Department Dinner Disturb Doctor Dollar Door Down Drawer Drink Eat Electricity Elevator / Lift Emergency Empty Engineering Entrance Escalator Excuse Exit Explain Extra Evening Every day XYZ Hotel

155. Face 156. Facility 157. Family 158. Fast 159. Fax 160. Fitness center /gym 161. Fix/repair 162. Floor 163. Flower 164. Follow 165. Food 166. Free 167. Friendly 168. Front of the house 169. Fruit 170. Full 171. Function room 172. Gentleman 173. Get 174. Give 175. Glass 176. Good 177. The Great Wall 178. Guestroom 179. Hair dryer 180. Hand 181. Hanger 182. Happy

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183. Head 184. Hear 185. Help 186. Honey 187. Hot 188. Hotel 189. Ice 190. Ice cubes 191. Indoor swimming pool 192. Key 193. Kitchen 194. Knock 195. Know 196. Lady 197. Laundry 198. Light 199. Lock 200. Look at 201. Lost and found 202. Lounge 203. Lunch 204. Machine 205. Maam 206. Mail 207. Make up 208. Make sure 209. Man 210. Map 211. Market 212. May XYZ Hotel

213. Meet 214. Minibar 215. Mistake 216. Money 217. Morning 218. Music 219. Name 220. Napkin 221. Need 222. New 223. Newspaper 224. Nice 225. Night 226. Noise 227. Now 228. Number 229. Office 230. On duty 231. Open 232. Opposite 233. Order 234. Out 235. Paper 236. Park 237. Passport 238. Pay 239. Pen 240. People 241. Personal belongings 242. Phone

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243. picture 244. 245. 246. 247. 248. 249. 250. 251. 252. 253. 254. 255. 256. 257. 258. 259. 260. 261. 262. 263. 264. 265. 266. 267. 268. bi 269. 270. 271. number

Photo / Place Pint pitcher Postage Price Problem Procedure Public phone Put Quality Question Quick Quiet Ready Reason Receipt Remember Repeat Replace Reservation Rest Rest room Restaurant Right Ring RMB=Renmin Road Room Room

272. 273. box 274. 275. 276. 277. 278. 279. 280. 281. 282. 283. 284. 285. 286. 287. 288. 289. 290. 291. 292. 293. 294. 295. 296. 297. 298. 299. 300. 301. 302.

Safe Safe deposit Say See Send Service Shirt Shoe Shop Show Shower Sick Sightseeing Sign Sit Skirt Sky Slippers Small Snack Soap Socket Sofa Son Soup Special Spell Sports String Stand Standard

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303. 304. 305. 306. 307. 308. 309. 310. 311. 312. 313. 314. 315. 316. 317. 318. 319. 320. 321. 322. 323. 324. 325. 326. 327. 328. 329. 330. 331. 332. 333. 334.

Start Stay Store Street Subway Sugar Suit Supermarket Supervisor Table Tap Taxi Tea Television Ticket Time Today Toilet paper Tomorrow Tonight Tour Towel Traffic Train Travel Tree Trip Trousers Turn off Turn on Umbrella Understand XYZ Hotel

335. Up 336. Upset 337. Urgent 338. Use 339. Valet 340. Value 341. Vegetable 342. Video 343. VIP (very important person) 344. Visit 345. Wait 346. Wall 347. Wallet 348. Wardrobe 349. Washroom 350. Watch 351. Water 352. Week 353. Weekday 354. Weekend 355. Wet 356. Wife 357. Window 358. Wine 359. Word 360. World 361. Work 362. Write 363. Wrong 364. Year 365. Yesterday

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366. 367. 368. 369. 370. 371. 372. 373. 374. 375. 376. 377. 378. 379. 380. 381. 382. 383. 384. 385. 386.

Young Monday Tuesday Wednesday Thursday Friday Saturday Sunday January February March April May June July August September October November December Spring

387. Summer 388. Autumn 389. Winter 390. New Year 391. Spring Festival 392. Valentines Day 393. Easter 394. Labor Day 395. National Day 396. Thanksgiving 397. Christmas 398. Summer Palace 399. Temple of Heaven 400. Forbidden City / Palace Museum

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Department English
FOOD and BEVERAGE : Vocabulary
Table Setting 1. Table 2. Chairs 3. Table Cloth 4. BB Plate 5. BB Knife 6. Appetizers Fork 7. Main Course Fork XYZ Hotel Lip: INTRODUCTORY Page 20 of 61 8. Dinner Plate 9. Entre (Main Course) Knife 10. Fork 11. Water Goblet 12. Coffee/Tea Cup 13. Sugar bowl

14. White Sugar 15. Brown Sugar 16. Saucer 17. Teaspoon 18. Chopsticks 19. Coaster (Underliner) 20. Condiment Set (Salt/Pepper) 21. Artichoke 22. Napkin (Serviette) 23. Garnishing 24. Ash tray 25. Matches 26. Flower vase 27. Candle Stand 28. Candle 29. Menu 30. Drink List 31. A La Carte 32. Bill/Check 33. Bill/Check Holder Appetizer Counter (Spread) 1. Appetizer 2. Salads 3. Sauce 4. Sushi 5. Ginger XYZ Hotel

Main Course (Entree) Counter 1. Ala minute 2. Hot plate 3. Sterner (Spirit burner) 4. Soup 5. Ladle 6. Rolls 7. Carving trolley Dessert Counter (Spread) 1. Pastry (Cakes, Croissant,) 2. Fruits 3. Juices (Orange, Apple, Tomato and Pineapple) 4. Ice-cream Service Station 1. Side station 2. Food Cover 3. Tray 4. Serving Tray 5. Cleaning Tray 6. Toothpicks 7. Wine basket 8. Ice bucket 9. Drawers 10. Point of Sales (POS)

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11. Mise en place 12. Baby chairs Soft Drinks 1. Coffee 2. Tea 3. Hot Chocolate 4. Fresh Milk 5. Iced Lemon Tea 6. Fresh Juice (Orange, Watermelon, Apple, etc) 7. Mineral Water 8. Canned Soft Drinks Liquor 1. Beer 2. Stout 3. Whisky 4. Brandy 5. Wine (Red/White) 6. Champagne 7. Sparkling wine Meat Items 1. Pork 2. Beef (Steak, Veal, etc) 3. Mutton (Lamb) 4. Chicken 5. Venison (Deer meat) 6. Fillet 7. Cold cuts XYZ Hotel

8. 9. 10. 11.

Hamburger Sausages (Hot Dog) Meat Balls Minced Meat

Poultry 1. Eggs 2. Sunny side-up 3. Omelet 4. Scrambled 5. Hard boiled 6. Half boiled 7. Poached 8. Chicken Eggs 9. Duck Eggs 10. Salted Eggs 11. Century Eggs Sea Food 1. Lobster 2. Shrimps 3. King Prawns 4. Prawns 5. Octopus 6. Cuttlefish 7. Fish (Salmon, Trout) 8. Oyster 9. Caviar 10. Turtle 11. Crab 12. Swordfish 13. Snapper

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14. Crayfish Pastry 1. Bread (White, Brown) 2. Whole meal 3. French Roll 4. Butter (Low Calorie, Less Salt) 5. Toast 6. Jam 7. Crepe 8. Croissant 9. Doughnut 10. Muffin 11. French Toast 12. Pizza 13. Buns 14. Sandwich 15. Cookies 16. Sponge Cake 17. Cheese Cake 18. Chocolate Cake 19. Mousse Cooking Method 1. Boiled 2. Steam 3. Stew 4. Well done 5. Medium 6. Rare 7. Roast XYZ Hotel

8.

Baked

Condiments, Dressing, Spice & Herbs 1. Salad Dressing 2. Thousand Island 3. Mayonnaise 4. Vinaigrette 5. Tabasco 6. Soya Sauce 7. Chilly 8. Tomato (Catsup/Ketchup) 9. Mustard 10. Garlic 11. Ginger 12. Mint 13. Hollandaise 14. Mint Jelly 15. Mint Sauce 16. Horseradish Condiments 1. Jam 2. Jelly 3. Butter 4. Margarine 5. Cream 6. Milk 7. Sugar 8. Salt 9. Pepper

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10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20.

Ketchup Mustard Soy sauce A-1 steak sauceA-1 Tabasco Cheese Cherry Lemon Lime Ice cubes Mayonnaise

19. 20. 21. 22. 23.

Cappuccino Caf latte Mocha Espresso Irish coffee

Freshly Squeezed Juice: Orange Watermelon Carrot Chilled Juice: Orange Grapefruit Apple Pineapple Tomato Cranberry Ice Cream: Chocolate Vanilla Strawberry Table Setting/Miscellaneous 1. 2. 3. 4. 5. Ashtray Lighter Match Napkin Toothpick

Beverages 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. Chamomile Chinese tea Jasmine tea English tea Green tea Coffee Decaffeinated coffee Evian Perrier Coke Diet-Coke Sprite Beer Red or White Wine Ginger Ale Soda water Tonic water Bitter lemon XYZ Hotel

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6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24. 25. 26. 27. 28. 29. 30. 31. 32.

Menu Fork Knife Spoon Chopsticks Dish Plate Glass Cup Saucer Cutting board Bar spoon Stir Cocktail pick Shaker Blender Garnish box Cork screw Opener Strainer Lemon squeezer Ice cube machine Coffee machine Dish washing machine Refrigerator Rubbish/garbage bag Vase

33. 34. 35. 36. 37. 38. 39. 40. 41. 42. 43. 44. 45. 46. 47. 48. 49. 50. 51. 52. 53. 54. 55. 56. 57. 58.

Drink list Wine list Bill holder Cigar list Bar knife Cigar ashtray Cigar cutter Cigar box Draft machine Old fashion glass Juice glass Highball glass Collin glass Brandy glass Short glass Sherry & port glass Beer glass Draught glass Red/white wine glass Champagne flute Martini glass Margarita glass Cocktail glass Decanter Irish coffee glass Iced tea glass

Restaurant Reservations XYZ Hotel

Food and Beverage : Scripts

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1.

Good morning/afternoon/evening, sir/maam. May I take your (breakfast-lunch-dinner) reservation? 2. What time would you like? 3. How many people are there in your party? Smoking or Non-Smoking? 4. May I have your name, please? 5. We look forward to having you with us. Do you have any special request? 6. May I have your room /telephone (contact) number, please? 7. I am sorry; the restaurant is full at the moment. OR I am sorry, there arent any tables available at that time. 8. Would you please wait in our _____________for a while? I will inform you when your table is ready. 9. The ________ is in the __________. Restaurant Hours 10. We are open from ...am/pm to ...am/pm. (Host or Hostess) Seating the guest 11. Good morning/afternoon/evening, sir/maam. May I know if you have a reservation / Do you have a reservation? 12 How many in your party? 13. Smoking or non-smoking section? 14. This way, please. 15. Heres your table. 16. Im sorry, that table is already reserved. How about this one? 17. Your table is ready now. 18. Heres the menu. XYZ Hotel Lip: INTRODUCTORY Page 26 of 61

(Waiter/Waitress) Greeting 21. Good morning / afternoon / evening. 22. How are you? Fine, thank you. 23. Welcome to The Balcony / Oriental Promenade / Marcos/Bagatelle/Tin Shan Palace. 24. Welcome back. Its nice to see you again. Taking an Order 25. May I take your drink order now? Giving information about food 26. We have ... ... for today. 27. Todays special is ... ... 28. We offer a la carte and a set menu. 29. We have a buffet for RMB ... yuan. Telling the guest an item on the menu is not available today 30. Im sorry; we do not have any---------- today. May I suggest .? Finding out how the guest wants a dish prepared 31. How would you like your steak done? Well done, medium, or rare? 32. How would you like your eggs done/prepared? Sunny-side up, poached, over easy, or scrambled. XYZ Hotel Lip: INTRODUCTORY Page 27 of 61

33. How would you like your drink, with ice (on the rocks), with lemon/lime? Recommending food to the guest 34. Perhaps you would like to try ........... 35. I would recommend ... ... to you. It is very good/It is delicious. 36. May I suggest ... ... ? It is a Chinese specialty/It is the chefs specialty. 37. Thats our chefs recommendation. Serving the food 38. Excuse me, sir/maam. Here breakfast/lunch/dinner/drink/dessert. 39. Enjoy your meal. 40. Enjoy your meal (breakfast/lunch/dinner). Finding out if everything is all right 41. How is everything? 42. How is your breakfast/lunch/dinner? 43. How was your meal? 44. Would you like dessert/coffee/tea? 45. May I get you anything else? Presenting the bill/check 46. Would you like to put the check on your hotel bill? 47. Could you please sign here? 48. May I have your name and room number, please? 49. Heres your bill, sir. 50. Your change, maam. 51. Thank you and have a nice day/evening. XYZ Hotel Lip: INTRODUCTORY Page 28 of 61 is your

Handling a complaint 52. How is everything, sir? May I help you? 53. This is quite unusual. Let me ask the chef. 54. I will get you another one. 55. I will have them prepare another one/something else. May I get you something else? 56. Shall I have it prepared differently? 57. Im very/terrible sorry. Can I give you something else? 58. Would you like to try something else? 59. Ill talk to the chef and see what he can do. 60. Im sorry, sir/maam. Saying Good-bye 61. Good-bye/ Good-night. Thank you. 62. Have a nice day/evening. 63. Have a pleasant weekend. Others 1. How may I help you? 2. Your order (lunch/dinner) will take about 15-20 minutes. 3. Your order will be delivered in 15-20 minutes. 4. How would you like it prepared? 5. What style would you like? Boiled / fried / scrambled / sunny-side up / poached, etc. 6. Would you care for an appetizer? 7. Would you like some dessert? 8. May I repeat your order, sir/maam? 9. May I enter? 10. Shall I keep your main course/entree/dish in the warmer, sir/maam? 11. Your bill, sir/maam. XYZ Hotel Lip: INTRODUCTORY Page 29 of 61

12. Where would you like me to place the tray/trolley 13. May I put the trolley here? On the table or on the desk? 14. May I get you anything else? 15. Enjoy your breakfast / lunch / dinner. 16. Bon apetit. 7. 8. 9. 10. 11. 12. 13. 14. Discount Safe Credit card Visa Bell boy Banquet Meeting Luggage / Baggage

1. 2. 3. 4. 5. 6.

Booking /reservation Check-out time Registration form F.I.T. Wake up call service Passport XYZ Hotel

15. Room key 16. Single room 17. Upgrade 18. Rack rate 19. Bell service desk 20. Stay over 21. Hotel brochure 22. Executive floor 23. Void 24. Estimated time of arrival 25. Pets 26. Walk in guest 27. King size bed 28. Non-smoking

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29. 30. 31.

Out Of Order O-O-O Block Credit

54. Skip (walk out) 55. Confirmation number 56. Opposite 57. No charge 58. Television 59. House use 60. Travel agency 61. Estimated time of departure 62. Double room 63. Regular/repeat/retur n guest 64. Check out 65. Adjoining room 66. Vacant/clean 67. Occupied/dirty 68. Confirmation 69. Suite 70. High season 71. Rollaway/extra bed 72. Air conditioning 73. Heated pool 74. Lost & found

FRONT OFFICE : Vocabulary

32. 33. 34. 35. 36. 37. 38. 39. 40. 41. 42. 43. 44. Debit Travelers checks Early arrival Full house Cancellation VIP Junction Connecting room Free transportation Package rate Extension Inspected City ledger 45. Extension cord 46. Airport pick up service 47. For sale 48. Credit card 49. Group rate 50. Electricity 51. Group 52. Additional 53. No vacancy XYZ Hotel

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75. Car park 76. Long term/long staying guest 77. Early check in 78. Over booking 79. Block reservation 80. Adapter 81. Spa 82. Preference 83. No show 84. Gift shop 85. Presidential suite 86. Convention 87. Entertainment 88. Shuttle bus 89. Special rate 90. Ken Fix It 91. Coffee shop 92. Health club / Fitness center 93. Low season 94. Exchange voucher 95. Gross 96. Elevator/lift 97. Guest account 98. Corporate rate 99. Single room XYZ Hotel

100. Expected arrival list 101. Guaranteed reservation 102. Guaranteed no show 103. Double occupancy 104. Foreign exchange 105. Adjacent room 106. Baby cot /crib 107. Commission 108. Front of the house 109. Net 110. Night audit 111. Group member 112. Meeting package 113. Deposit 114. Cancellation number 115. Expected departure list 116. Paid-out 117. Rush room 118.Time difference 119. Jet lag 120. Mileage 121. Group leader 122. Guest history record 123. Welcome letter 124. Reception logbook 125. Average rate per guest 126. Guest ledger 127. Authorization code

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128. Advance deposit guarantee 129. Late check out 130. Petty cash 131. Extended 132. Envelope 133.Transportation service 134. Complimentary 135. Gloves 136. Cap 137. Weather forecast 138. Fax 139.Mail / Post 140. Message 141. Voice Mail 142. Newspaper 143. Store room 144. Flyer 145. Luggage tag 146. Morning report 147. Raise/lower the flag 148. Group check in/out 149. Door man 150. Newspaper 151. Scale 152. Post man 153. Glue 154. Parcel/packet 155. Stamp 156. Letter 157. Log book XYZ Hotel

158. 159. 160. 161. 162. 163.

Fax machine Laundry Parcel service Dry cleaning Laundry list Phone book/directory

164. Dry cleaning list 165. Flight planner 166. Express mail/DHL/EMS 167. Stapler 168.Staples 169.Paper Clip 170.Folder 171.Letterhead 172. Questionnaire 173. Mail rates 174. Miscellaneous charge voucher 175. Paid out voucher 176. Adhesive tape 177. Mail/Post box 178.Swimming pool 179. Locker room 180. Swim suit 181. Mirror 182. Key 183. Massage 184. Hair dryer 185. Locker 186. Steam bath

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187. 188. 189. 190. 191. 192. 193. 194.

Sauna Heating Goggles Towel Shower Lounge-chair Exercise equipment Bicycle

195. Beauty Salon /Hair dresser 196. Stereo/music 197.Transportation service 198.Private & Confidential 199.Express Service 200.Urgent

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Front Office : Scripts

Reception: Greetings 1. Good morning/afternoon/evening, sir/maam. 2. Welcome to XYZ Hotel. 3. How may I help you? Reservation I have a reservation room reservation? 5.May I have your name, please? 5. What type of room would you like? 6.Yes, we have your reservation, Sir/maam 6. Twin/Double/King Size Bed, Sir/Ma am? Stating the price for the room 7. Your room rate is $200 US dollars plus 15% service charge and 6RMB Beijing City tax. Walk-in I would like a 4. Do you have a

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Reservation Form (Depending on your time, either fill in the registration form or ask the guest to kindly fill in the registration form.) (Receptionist fills in form) (Guest fills in form) 8. May I have your passport, please? Would you kindly fill in the registration form, please? 9. Do you have a business card so we may create an account for you? No Yes 10. May I take an imprint of your credit card for a deposit, sir/maam? No Yes 10a. May I have a cash deposit? (Make imprint-return credit card) (Fill out receipt and give to guest)(Room rate plus 500RMB per night) 10b. Here is your receipt sir/maam 10c. At checkout you may apply your deposit toward your final bill. 11. (Present room key) Your room number is and this is your room card. 12. (Show them to the elevators) The elevators are straight ahead. 12a. (If you have time you may also tell the guest about the hotel facilities.) Our guest facilities include: . 13. Thank you and enjoy your stay with us. XYZ Hotel Lip: INTRODUCTORY Page 36 of 61

Cashier 14. Good morning/afternoon/evening, sir/maam 15. How may I help you? Check-out 16. May I have your room number, please? 17. Anything from the minibar, sir/maam? (Prepare bill for guest) How would you like to settle your bill, sir/maam Heres your bill, sir/maam. (Credit Card) Please sign here. Or (Cash) Your receipt, sir/maam. Thank you. We hope you enjoyed your stay with us. Money Exchange (Guest may ask/say : I would like to change money) What type of currency would you like to change? Todays rate is. Could you fill this form and sign, please? Heres your amount, sir/maam. Thank you. Questions guests may ask 27. How far to the airport? 28. How far to the Great Wall? 29. Do you have information on tours? 30. Where can I mail/post this postcard/letter? 31. Where can I store my luggage? 32. Where can I get a taxi/cab? 33. What credit cards do you accept/take? 34. Do you have non-smoking rooms? XYZ Hotel Lip: INTRODUCTORY Page 37 of 61

35. Why do you need a deposit? Our hotel policy requires a deposit The deposit is for your room and other hotel services you might incur during your stay. 36. How much do you need for a deposit? 37. How much for the deposit? 38. Where can I change money? Other courtesy greetings Have a good day/evening. Have a safe trip home. Hope to see you again / soon. Room Information Room Size Regular Floors Standard Superior Bell/Concierge: Greetings 1. Good morning/afternoon/evening, sir/maam. 2. Concierge. 3. Jeremy speaking. 4. How may I help you? About luggage A) - Where can I store my luggage? You may store your luggage at the / with concierge. XYZ Hotel Lip: INTRODUCTORY Page 38 of 61

Bed Size

How many days may I store my luggage?/How long may I store my luggage? Here is your claim ticket, sir / maam. B) - I need my luggage picked-up. May I have your room number and may I know how many luggage you have, sir/ maam? - 2244 and I have 2 big suitcases. Yes sir. All right Mr./Ms. XXX, Our bellboy will go to your room right now. C) (ring the bell once) - Bell boy. (Door opened) - May I come in/enter, sir / maam. - Which luggage/baggage shall I get for you? - Heres your _________. - Ill wait for you in the lobby.

Guests may ask 1. Where can I get a taxi? / I need a taxi. 2. How far is to Great Wall / Summer Palace / Forbidden City / etc. ? 3. I need information of city/local tours. Farewell Thank you for staying with us. Have a pleasant day. XYZ Hotel Lip: INTRODUCTORY Page 39 of 61

Have a safe trip. Enjoy your day. Have a nice day/evening/trip.

Guest may ask: 1. Where is your hotel located? / Where is the hotel location? 2. Do you have business facilities? Yes, we have Business Centres on the ____ & _____ floors 3. How far is your hotel from the Great Wall/ Summer Palace/ Forbidden City/ etc.? 4. How many restaurants do your have? - We have _____ restaurants: ....... 5. Do you have health club / fitness centre? - Yes, we have a Fitness Centre on the _____ floor. 6. What will the weather be like then? - It will be sunny, cloudy, rainy, windy, etc. 7. Is there a supermarket / grocery store nearby? 8. Where can I get a taxi? / I need a taxi. 9. I need information of tours. 10 Hows the weather in Beijing now?

PABX Operators: Greetings 1. Good Morning/Afternoon/Evening/Night 2. XYZ Hotel Beijing 3. How may I help you? XYZ Hotel Lip: INTRODUCTORY Page 40 of 61

4. 5. 6.

Just a moment please. I will transfer you. Thank you for calling.

Transfer to room 7. May I have the guests name, please? Transfer from room 8. Please hang up first. I will transfer the call for you. Taking a message 9. I am sorry, sir/maam. There is no answer. May I take a message? 9a. I am sorry. The line is engaged /busy. May I take a message? 10. May I have your sir name and spelling, please? 11. May I have your first name and spelling, please? 12. May I have the message? 13. May I have the contact number, please? 14. May I help you with anything else today? 15. Thank you for calling. Retrieving a phone number/information for the guest 16. Just a moment, sir/maam. I will call you back with the phone number. 17. This is the operator, sir/maam. 18. Yes, the phone number is 1234 5678. Wakeup call 20. May I have the time, please? 21. May I have the room number? XYZ Hotel Lip: INTRODUCTORY Page 41 of 61

22. Yes, sir/maam. Your wakeup call for tomorrow at 7:00am (Room 1121) is confirmed. 23. May I help you with anything else? 24. Thank you. Have a good night. 25. Mr. Mike is not in his room. Would you like to call his mobile phone? The number is . 26. Im sorry, according to our hotel policy, we can not give out our guests name and room number. 27. Im sorry, there is no guest registered under Smith. 28. Im sorry this is XYZ Hotel Beijing. You have the wrong number. 29. Yes, sir. I will send a bellboy to your room immediately. 30. Im sorry, the phone in room does not seem to be working. I will have Housekeeping look into it. Just a moment, please. 31. Im sorry, I cannot hear you very well. Could you speak louder please? 32. Im sorry. Could you speak a little slower, please? Reservations: Greetings 1. Good morning, XYZ Hotel Beijing. 2. Reservations. 3. Nancy speaking. 4. How may I help you? Yes, Id like to reserve a room. 5. Do you have a business account with us? 6. What day would you like to check-in? XYZ Hotel Lip: INTRODUCTORY Page 42 of 61

7. 8.

And your departure date, sir/maam? We have available our Oriental Club floors and our standard room floors. What type of room would you like? Standard room 8a. For how many people? 9. What type of bed would you like, single or double? Double 10. Smoking or Non-smoking room? Non-smoking 10a. Yes, we have that available. How much is it? 11. The room rate is US$200.00, plus 15%(percent) service charge and 6 yuan Beijing City Tax per night. Thats fine 12. May I have your sir/last name, please? 13. May I have the spelling, please? 14. May I have your first name, please? 15. May I have the spelling, please? 16. In order to guarantee your room and room rate, we need your credit card number. No 16a. Im sorry, sir. We cannot guarantee your reservation without a credit card number. 17. May I have a contact telephone number? 18. May have your flight details? Would you like our private car or our free shuttle pick-up? 19. May I repeat your reservation, sir/maam? We have a reservation for Mr. Joseph Amato, for one non-smoking standard room, check-in on June 1, Check-out on June 3, and the room rate is . 20. May I help you with anything else today, sir/maam? XYZ Hotel Lip: INTRODUCTORY Page 43 of 61

21. Thank you for calling. We look forward to your arrival Other Phrases: 1.May I have your last name, (please)? . . Thank you. 2.How may I help you? 3.May I have your passport and credit card to proceed with the registration, sir/maam? 4.May I take an imprint of your credit card for a deposit, sir/maam? 5.Here is your receipt sir/maam. 6.Do you have reservation? 7.How would you like to pay, by cash or by credit card? 8.I wish you a pleasant stay with us. 9.In case you need any help, please contact me at _______. 10. What time will you check out? 11. I will fill in the registration form for you, please wait for a moment. 12. Please sign here, Mr./Mrs. Thank you. 13. Your room number is and this is your room card. 14. Your room rate is $170 US dollars plus 15% service charge and 6RMB Beijing City tax, Mr./Mrs. 15. Do you have a business card so we may create an account for you? 16. Our rack rate is US $ 239. 17. Would you like a smoking or non-smoking room/floor? 18. What type of room would you like? 19. Would you please pay 1500RMB as a deposit? 20. Thank you and enjoy your stay. 21. The elevators/lifts are straight ahead. 22. Just a moment, please. Ill be right with you, sir/maam. XYZ Hotel Lip: INTRODUCTORY Page 44 of 61

23. Thank you for waiting, sir/maam. 24. Im able to extend your reservation. 25. Good , sir/maam (guest name). Have you consumed anything from mini bar last night? /Did you use your mini bar last night, Mr./Mrs.? 26. How was your stay, Mr./Mrs? 27. Thank you for your feedback, sir/maam. 28. How would you like to settle your bill, sir/maam 29. This is your bill, Mr./Mrs Please check/verify and sign here. 30. Your receipt, sir/maam. 31. Thank-you. We hope you enjoyed your stay with us. 32. Mr./Ms. XX, may I make a reservation for your next visit? 33. Could you please sign your bill and credit card slip? 34. Its my pleasure, Ms Li. 35. May I know your name and room number? 36. How many pieces of luggage/baggage do you have, sir? 37. Ill have someone come to your room right away. 38. I will have it sent to your room. 39. What type of currency would you like to change? 40. Todays rate is.

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HOUSEKEEPING : Vocabulary
1. Bath foam/shower gel 2. Body lotion/moisturizer 3. Moisturizer 4. Shampoo 5. Conditioner 6. Shower cap 7. Bath soap 8. Hand soap 9. Soap dish 10. Comb 11. Sewing kit 12. Wax 13. Razor 14. Cotton ball 15. Detergent 16. Emery board 17. Matches 18. Sanitary/disposable bag 19. Refuse/garbage bag 20. Disposal bag XYZ Hotel Lip: INTRODUCTORY Page 46 of 61 21. Shopping bag 22. Tissue paper/facial tissue 23. Toilet paper/roll 24. Toothbrush 25. Tooth paste 26. Toothbrush set 27. Bath robe 28. Bath mat 29. Bath towel 30. Face towel 31. Hand/wash towel 32. Washcloth 33. Shower curtain 34. Shower curtain rod 35. Bed sheet 36. Pillow case 37. Blanket 38. Drapes (US) /curtain (UK)

39. Sheer curtain 40. Cushion 41. Extra blanket 42. Fluffy rug 43. Pillow case 44. Pillow (down/feather) 45. Duvet 46. Wool blanket 47. Electric shaver 48. Lighter 49. Adapter 50. Plug 51. Baby bed, cot/crib 52. Shoe polish 53. Black (color) 54. Brown (color) 55. Bulb/light bulb 56. Central heating 57. Heater/electric heater 58. Humidifier 59. Door bell 60. Extra/rollaway bed 61. Hair dryer 62. Iron 63. Ironing board 64. Laundry basket 65. Clothesline 66. Laundry 67. Laundry bag 68. Shoe brush 69. Thread 70. Bath tub/tub XYZ Hotel

71. Scale/bathroom scale 72. Hand rack 73. Flushing lever 74. Basin 75. Toilet 76. Toilet bowl 77. Toilet tank 78. Toilet seat 79. Toilet cover 80. Scrub brush 81. Tile 82. Tumbler 83. Glass 84. Hair dryer 85. Mirror 86. Wash basin/hand basin/face basin 87. Soap dispenser 88. Shower head/nozzle 89. Heating control 90. Faucet (US) / tap (UK) 91. Cold water faucet 92. Hot water faucet/tap 93. Bath mat 94. Ceiling 95. Ceiling light 96. Trash can/rubbish/waste bin 97. Socket 98. Air conditioner vent 99. Exhaust fan 100.Slippers

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101. Alarm clock 102.Air-conditioner 103.Ashtray 104.Bedside lamp 105. Table lamp 106.Night light 107.Carpet 108.Furniture 109.(Picture) frame 110.Picture 111. Sofa/couch 112.Bedside table 113.Shoe basket 114. Shoe Mint 115.Vase 116.Flower 117.Plant 118.Vanity/dressing table 119.Shoehorn 120.Light switch 121.Master switch 122.Wall paper 123.Clothes hanger 124. Coat hanger 125.Wardrobe (UK) / closet (US) 126.Table/writing desk 127.Chair 128.Drawer 129.Peep-hole 130.Door handle 131.Door stopper XYZ Hotel

Mattress/duvet Electric kettle Mineral water Guest questionnaire Laundry list Luggage rack/ luggage stand 138. Map 139. Mini bar 140. Bottle opener 141. Ice tongs 142. Ice bucket 143. Note pad/paper 144. Shaving socket 145.Extension cord 146. Safe box/safe deposit box 147. Guest services directory/compendiu m 148. Telephone 149. Ballroom/function room 150. Restaurant 151. Private Dining menu 152. Breakfast menu 153. Menu 154.Do not disturb sign/DND sign 155. Please make up sign/PMU sign 156. Telephone directory 132. 133. 134. 135. 136. 137.

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157. Television: movie channel 158. Television cabinet 159. Remote control 160.TV Program / Movie Guide, television guide. 161. Compendium / stationery holder / folder 162. Fire escape / exit 163. Fire exit diagram 164. Fire extinguisher 165. Fire sprinkler 166. Smoke detector 167. Security latch 168. Entrance 169.Exit 170. Stationery holder/folder 171. Note pad 172. Envelop 173. Fax form/paper 174. Handle/pull 175. Post card 176. Ball/ball point pen, pencil, pen 177. Letterhead/Writing/let ter paper 178. Transformer

Public Area 1. Fitness center 2. Swimming pool/Lagoon Spa 3. Business center 4. Lobby 5. Rest room / washroom /toilet 6. Corridor / hallway 7. Window 8. Floor 9. Stairs 10. Marble 11. Fountain 12. Glass 13. Elevator /lift 14. Dusting 15. Mopping 16. Dustpan and brush 17. Vacuum cleaner 18. Deep cleaning 19. Bucket 20. Water bucket/pail 21. Scrub 22. Wipe 23. Sweep 24. Carpet sweeper 25. Whisk broom 26. Coaster 27. Mop 28. Polish 29. Restaurant

XYZ Hotel Lip: INTRODUCTORY Page 49 of 61

30.

Wet

Laundry 1. Dry cleaning 2. Wash 3. Press 4. Steam 5. Shrink/shrunk 6. Fade/faded 7. Stretch 8. Hole 9. Stain 10. Starch 11. Fold/folded 12. Hang/hanger 13. Hot 14. Cold water 15. Tumble dry 16. Coat hanger 17. Express service 18. Extra charge 19. Damage 20. Color run 21. Dye 22. Fabric 23. Mend 24. Cotton

25. 26. 27. 28. 29. 30. 31. 32. 33. 34. 35. 36. 37. 38. 39. 40. 41. 42. 43. 44. 45. 46. 47. 48. 49. 50.

Button Hem Cuff Collar Seam Laundry bag Laundry basket Laundry list Pleats/pleated Suit Jacket Trousers Slacks Dress Shirt Blouse Tie Sweater Overcoat Pajamas Shorts Panties Brassieres (bra) Stockings/tights Under slip Sports wear

XYZ Hotel Lip: INTRODUCTORY Page 50 of 61

Housekeeping : Scripts
Make Up Room Attend: Good morning, Housekeeping. May I come in? Guest: Good morning. Attend: May I clean your room, sir? Guest: Sorry, this is not the right moment/ right time. Attend: Shall I come back later? Guest: Yes please. Could you come back in an hour? Attend: Of course/Certainly. Ill be back in an hour. Goodbye, sir/maam. Guest: See you later. XYZ Hotel Lip: INTRODUCTORY Page 51 of 61

Turn down Service Attendant: Good evening, may I come in for turn down service? Guest: Yes, come in please. Attendant: Thank you, sir. Is there anything else I can do for you? Guest: Yes, I would like a few more towels. Attendant: Certainly/Sure. Just a moment/One moment please. I will go and get them at once. Here are your towels, sir/maam. Guest: Thank you very much. Attendant: Youre welcome. Guest: Good night, sir/maam. Attendant: Good night. Attendant: Good night Laundry Situation 1 : Jane(staff) : Thank you for calling Laundry, Jane speaking. How may I help you? Guest : 1324 Good morning/afternoon. My room is 1324. I have some laundry OR I need Laundry Service. Could you send someone to pick it up? Jane : Yes, of course/certainly, guest name. We will send someone to pick your laundry up right away. Please leave your laundry inside XYZ Hotel Lip: INTRODUCTORY Page 52 of 61

the room. Guest: Do I need/have to wait for you? Jane : No, you dont have to, (guest name). Is there anything else, sir/maam? Guest: I guess not. Thanks. Jane : You are welcome. Have a good day/evening, (guest name). Situation B : At 8: 38 am Guest: Good morning. This is room 756. I have some laundry. OR Good morning. This is room 756. Could you send/have someone pick up my laundry? Mr. Zhang: Yes/Of course/Certainly, (guest name) OR sir/maam. Please leave your laundry in your room. Our staff will pick it up. Guest: By the way, when can I get my laundry back? Mr. Zhang : Your laundry will be ready before 6:00 pm this evening, (guest name) OR sir/maam. Guest: Thats good. Situation C : After 3 pm Susan : Good afternoon. Laundry, Susan speaking. How may I help you? XYZ Hotel Lip: INTRODUCTORY Page 53 of 61

Guest : Yes, this is room 956. I have some laundry. Susan : Yes, sir/maam. Ill send someone right up to pick up your laundry. Guest: Can I get my laundry back today? Susan : Im sorry, (guest name). It is now after 3pm. Your laundry will only be ready tomorrow. If you like, we offer/provide Express Laundry Service. You can have your laundry back in 3 hours. There is a 50% extra charge. Guest : Thats great. I will go for the Express Service. But when will you come to pick up my laundry? Do I have to wait for you? You see, I am going out in a few minutes. Susan : You do not have to wait (guest name).Just leave your laundry slip/form and bag in your room and we will pick it up right now. After 3 hours, we will deliver your laundry to your room. Is there anything else, (guest name)? Guest: No, and thank you. You have been very helpful. Susan : Its my pleasure. Have a good day, (guest name). Situation D (at 9 am): Vicky : Good morning, Laundry, Vicky speaking. How may I help you? XYZ Hotel Lip: INTRODUCTORY Page 54 of 61

Guest: 1148, Well, my room number is 1148 and I have Laundry. Vicky : Yes, (guest name). Just leave your laundry bag in your room. We will pick it up. Guest: Can I get my laundry back this evening? Vicky : Certainly/Of course/Sure, (guest name). You will have your laundry back before 6 pm. Guest: Alright. Please come and pick up my laundry now. Vicky : Yes, ( guest name ). Thank you and Goodbye. Situation E : Susan : Good morning, sir. This is Laundry Service. May I speak to Mr. Smith? Mr. Smith: Yes, speaking. Susan : Hello, Mr. Smith. We received your laundry this morning. When we checked, there is a shirt missing/ short of a shirt. Mr. Smith: How many shirts have you got with you? Susan : We received 3, but on the laundry form/slip, you wrote 4. Mr. Smith: Oh, I am really sorry. Its all my fault. There is one shirt in the bathroom. Susan : Its alright, Mr Smith. We just wanted to make sure/confirm that XYZ Hotel Lip: INTRODUCTORY Page 55 of 61

you sent 3 shirts for laundry. Is that correct/right? Mr Smith: Thats right. Susan : Thank you, Mr. Smith. Have a nice day. Situation F : Vicky : Good afternoon, sir. This is Laundry Service. May I speak to Mrs Norita? Mr Norita : Please hold on. Vicky : Thank you. Mrs Norita: Hello, this is Mrs. Norita. Vicky : Good afternoon, Mrs Norita. I am Vicky form Laundry. We received you laundry just now. When we checked it, we found that there is a hole on the back of your jacket. Would like us to proceed to wash it? Mrs Norita: Yes, I know about the hole. Just carry on/proceed with the washing. Vicky : Alright, Mrs Norita. Thank you and have a good day. Mrs Norita: You too, love. Situation G : Wang : Good afternoon, this is Laundry Service. May I speak to Ms Seles? Ms Seles: Yes, this is Seles speaking. XYZ Hotel Lip: INTRODUCTORY Page 56 of 61

Wang : Ms Seles, we received your laundry about ten minutes ago. We checked your laundry and found that the color of your silk blouse has faded. Ms Seles: Are you sure? I didnt notice that. Wang : I see. Would you like us to bring it to your room now? Ms Seles: Yes, please do. I will wait for you here. Wang : Thank you, Ms Seles.I will send someone up with your blouse right now. Ms Seles: Thank you. Wang : Youre welcome. Situation H : Zhang : Good afternoon Laundry, John speaking. How may I help you? Guest: I am a guest here and I sent my laundry to you this morning. Are they ready yet? Zhang : Yes, (guest name). Our Laundry valet is delivering the laundry to the rooms right now. Guest: But I need my clothes immediately. I have a meeting in a few minutes time. Zhang : I will deliver your laundry to your room right away, (guest name). Guest: Thank you. Zhang : Youre welcome, (guest name). XYZ Hotel Lip: INTRODUCTORY Page 57 of 61

Situation I : Chen : Good afternoon. Laundry. Chen speaking, how may I help you? Guest: I got my laundry back just now, but my pants are not there. Chen : Im sorry about this, (guest name). Could you please take a look in your closet/wardrobe? We usually put clothes on hangers in there. Guest: Wait a moment. Ill take a look. Chen : Thank you , ( guest name ) Guest: Yes, I found them. Thank you very much, so sorry to trouble you. Chen : Thats alright, ( guest name). Good bye. Situation J : Guest: I am a guest in 1201 and I have a problem with my laundry. Zhang : Im sorry about that, (guest name). Could you tell me what is the problem? Guest: The shirt that I sent for Laundry is damaged. I want to know how that happened and what you are going to do about it. Zhang : I am very sorry, (guest name). I will come to your room to have a look right now. Guest: Yes, and you had better be quick. Zhang : Yes, (guest name). XYZ Hotel Lip: INTRODUCTORY Page 58 of 61

Runner/Laundry Valet : Runner/Valet: (knock at the door) Laundry Service. May I come in? Guest: Yes, come in please. Valet : Good morning, sir/maam. I am from Laundry. May I pick up your laundry? Guest: Here they are. This is for Laundry, and this one is for dry-cleaning. Runner/Valet: Thank you, sir/maam. (Check if the guest has filled the Laundry form) Runner/Valet: Sir/maam, do you need help to fill it up? ( Fill in the form on the spot OR take form and fill it up later ) Runner/Valet: Thank you. Public Area: Giving Directions 1. Say : This way, please, sir/maam. : Please follow me, sir/maam : After you, sir/maam. : Please turn right/left, sir/maam. : Over here or It's over here, sir/maam Do Not Say : There or Go there. 2. You : Good afternoon, maam. XYZ Hotel Lip: INTRODUCTORY Page 59 of 61

Guest: Excuse me, where is the toilet / rest rooms / washroom / bathroom? You : Its on the ________ , sir/maam : Its near the elevators, sir/maam. 3. Guest: : : : : You : Can you tell me where the Banquet / Ballroom is? May I know where the ___ Restaurant is? Please tell me how to get to the ___ Restaurant? Where is the Grand Ballroom? Sorry, how could I get to the Executive Office? Certainly /Yes, sir/maam.

Cloak Room : 1. Good morning/afternoon/evening, sir/maam 2. Welcome to our hotel, sir/maam. 3. Welcome to XYZ Hotel, sir/maam. 4. May I help you, sir/maam? 5. Thank you, sir/maam. 6. Do you have any valuables in it, sir/maam?/ Do you have anything valuable in it, sir/maam? 7. Could you please keep your valuables in the Safe Box, sir/maam? 8. Would you like to keep your valuables in the Safe Box, sir/maam? 9. You may keep your valuables in the Safe Box, sir/maam. 10. Our Safe Box is _________, on the______ floor, sir/maam. 11. This is your card, sir/maam. XYZ Hotel Lip: INTRODUCTORY Page 60 of 61

12. Thank you, sir/maam. 13. Have a good time/evening, sir/maam. 14. May I have your card, sir/maam? 15. Thank you, sir/maam 16. One moment, please. I'll get your coat / bag (UK)purse (US) / hat right away. 17. Here is your coat/bag(purse)/hat, sir/maam. 18. Good bye, sir/maam. 19. We hope to see you again/soon, sir/maam. 20. Have a good day/evening/night, sir/maam. Other Phrases 1. Could you please show me? 2. I am very sorry. 3. Thank you very much. 4. Which items did you have for laundry? 5. Ill send them to your room right away. 6. Certainly, Mr Mikato. 7. Yes, sir/maam. 8. Is there anything else, sir/maam?

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