Ari114 - Inglés para Hotelería I

Vicerrectoría Académica
Cuaderno de Apuntes – 2015
INGLÉS PARA
HOTELERÍA I
Cuaderno de Apuntes de uso exclusivo de los estudiantes del Instituto Profesional AIEP. Prohibida su reproducción. Derechos reservados AIEP.
Estimado Estudiante de AIEP, en este Cuaderno de Apuntes, junto a cada Aprendizaje Esperado que se te
presenta y que corresponde al Módulo que cursas, encontrarás “Conceptos, Ideas Centrales y
Aplicaciones” que reforzarán el aprendizaje que debes lograr.
Esperamos que estas Ideas Claves entregadas a modo de síntesis te orienten en el desarrollo del saber, del
hacer y del ser.
Mucho Éxito.-
Dirección de Desarrollo Curricular y Evaluación
VICERRECTORÍA ACADÉMICA AIEP
Módulo: INGLÉS PARA HOTELERÍA I
1. Aprendizaje esperado: Entregan información personal básica propia y de terceros, aplicando tiempo
verbal Presente Simple, generando situaciones comunicativas elementales, escritas y orales, de manera
formal e informal.
 Contenidos
 Alfabeto Inglés.
 Acrónimos.
 Formulas de saludo y despedida.
 Información personal: Nombres,

ocupaciones y nacionalidades.
 Expresiones de uso diario.
 Documentos de identificación personal.
 Formulario de solicitud.
 Presente simple del verbo Be
 Adjetivos posesivos
 IDEAS CLAVES POR APRENDIZAJE ESPERADO
1.1 SPELLING WORDS: In order to spell in the English language, you have to know the alphabet
and how the letters sound. Look at the chart below and practice the pronunciation:
Related questions:
How do you spell your name?: J - O - S - E
How do you spell your last name?: L - A - G - O - S
ACTIVITY
A. Spell aloud the following words and practice. You can record yourself and listen to your recording for self -
correction!
Front Desk Door Pencil
Bed Room Television
Receptionist Manager Check-in
1.2 GREETING AND SAYING GOOD-BYE
INFORMAL
A: Hello, my name is........
B: Hi, my name is........
A: How are you?
B: Fine, thanks. And you?
FORMAL
 Good Morning (? – 11:59)
 Good Afternoon (12:01 – 18:00)
 Good Evening (18:01 - ?)
 Good Night (= Bye, I‟m going to sleep!)
 How do you do?
A) It‟s nice to meet you
B) It‟s nice to meet you, too.
FAREWELLS
 Bye
 Bye bye
 See you
 See you later
 Take care
1.3 PERSONAL INFORMATION:
We usually need to give our personal information in different situations (when we are at the airport, when
we enroll for a course, when we want to create a Facebook account, etc.). The personal information you
need to give is: name, last name, address, nationality, telephone number, e-mail address, I.D. card
number, age, profession, marital status. To give this information we use the simple present of the verb To
Be.
Remember that…
…the simple present of the verb to be has three forms: AM /

IS / ARE
I am a teacher They are my friends
She is my mother
1.4 ASKING FOR PERSONAL INFORMATION:
a) What is your name? b) What is your last name?
My name is....... My last name is ..….
c) What is your I.D. Card Number? d) What is your nationality?
My I.D.Card No. is….. I am.......... (Nationality)
It is........ I am from ……. (Country)
e) Are you married? f) What is your phone number?
Yes, I am / No, I am not. I am single My phone number is........
g) What is your profession? h) How old are you?
I am a teacher. I am an architect I am...../ I am.....years old
i) What is your address? j) Where are you from?
My address is..... I am from........
It is.... (number + street name)
I live at (complete address)
I live in (city or district)
I live on (street or avenue)
1.5 ACRONYMS: An acronym is an abbreviation of a word or phrase. Some examples are:
ASAP : As soon as possible
AA : Alcoholics Anonymous
FYI : For your Information
LOL : Laughing out loud
YOLO : You only live once
DIY : Do it yourself
ACTIVITY
A. Write the meaning of the following acronyms. You can search for the information in the Internet when
necessary.
1. DA: ______________________________________________________
2. S2D: _____________________________________________________
3. FD: ______________________________________________________
4. S: _______________________________________________________
5. D: _______________________________________________________
Answers
1. Deluxe Double 2. Double room Twin beds 3.One bed suite 4. Single Room 5. Double room one bed
ACTIVITY
B. Complete with the correct word(s) from the box
Advance Dormitory Double room Family room Key

Single room Twin room Vacancy Bunk beds
Reception
1. If you book a room for one person, you usually book a ____________________________
2. If you want a room with a double bed, you book a ________________________________
3. If you want a room with two separated beds, you book a __________________________
4. For families, there are usually special offers if you take a __________________________
5. In youth hostels, rooms are often shared by 10 or more people. This kind of rooms are called
_________________________________________________________________________
6. To get 10 people into one room, two beds are usually placed on top of each other. They are
called ____________________________________________________________________
7. No matter where you‟re staying, you have to fill in a form at the ________________________
8. After filling the form, the receptionist gives you your room _____________________________
9. During high season, it‟s recommended to book a room in _______________________________
10. If a hotel is fully booked, they usually have a sign on the windows saying “no ______________”
Answers
1. Single room 2. Double room 3. Twin room 4. Family room 5. Dormitory
6. Bunk beds 7. Reception 8. Key 9. Advance 10. Vacancies
1.6 Possessive Adjectives
Personal Pronouns Possessive Adjectives Possessive Pronouns
I My Mine
You Your Yours
He His His
Object is
She Her Object(s) Hers
Objects are
It Its Its
We Our Ours
They Their Theirs
My car is fast. The car is mine.
Her glasses are red.The pencils are The red glasses are hers.
ACTIVITY: Nationalities
A. Where are they from? Write the nationalities of these people. For example “Marcelo Rios is Chilean”
Taken from: Taken from: Taken from: Taken from:

http://en.wikipedia.org/wiki/Kimono http://www.mediamoves.com/tag/p http://www.celebritynetworth.com/ri http://www.wallsforpc.com/wallpaper/
Retrieved 02/03/14 aulina-rubio Retrieved 02/03/14 chest-celebrities/don-francisco-net- shakira-the-famous-european-and-
worth/ Retrieved 02/03/14 american-pop-music-singer/
Retrieved 02/03/14
1. _______________ 2. ________________ 3. ________________ 4. ________________
Taken from: http://prifx.com/lionel- Taken from: http://www.smh.com.au/news/tv- Taken from:

messi-wallpaper-murals.html reviews/jude- http://jewelry.about.com/od/oscarsjewelry
Retrieved 02/03/14 law/2008/07/02/1214950833186.html /ig/2013-Oscars-Jewelry/Nicole-Kidman-
Retrieved 02/03/14 s-Jewelry.htm Retrieved 02/03/14
5. _______________ 6. ________________ 7. ________________
Answers
1. They are from Japan 2. She is from Mexico 3. He is from Chile
4. She is from Colombia 5. He is from Argentina 6. He is from England
8. She is from Australia
Reading Comprehension: Read the following text and answer the questions below.
It all started with me busting out of the main event day 2 fairly early, around 15:30. I walk straight to my
room to go online and surf the internet for a while. When I get to the room my key is not working. I go down
to the reception and they sync my key. I get back to the room to find out my laptop is not on the table
where I left it. I have a very big and heavy fuijitsu celsius laptop, so it's usually very easy to see. They have
cleaned the room so I assume the cleaning lady has moved it somewhere. I do look everywhere multiple
times but just can't find it.
I'm staying with my friend Henri in the same room, and I can only think of two options, he has borrowed the
laptop (I don't know why he would) or it has been stolen. However how could it get stolen so it must be him
borrowing it. My phone hasn't been working for a few days but he told me he was going to play the cash
games at the casino (very close to the hotel, basically one big complex) so I walk over there to ask him about
the laptop. He says he doesn't know anything about it, but tells me his key wasn't working either which
sounded like a pretty weird coincidence(he also played day 2 of the main event but busted 2 hours before
me) so I walk back to my room to have a better look just in case.
I get into the room and boom, the laptop has reappeared on the table, exactly how I left it this morning
before going to the tournament. My heart jumps, my mind is racing, for a second or two I'm doubting my
sanity. Then I remember a clear photograph from my memory how the laptop charger was laying loosely
alone on that table just less than 10min ago. There is 0.001% the laptop was laying on that table at that
time. This is when I get scared. Someone has been in my room during this short period of time, for what I
know he could be hiding under the bed or in the bathroom right NOW. I quickly run out of the room and
take the elevator to the reception. I tell them what happened and they bring me this Guest Relations
Supervisor, Laia.
At this point we recode both mine and my friends keys, and Laia says that even if someone had the copy of
our keys or some other way access to our room, now it would be impossible (and as will be mentioned in a
moment, not too long after, the room was broken into again). She tells me they will check the cameras but it
will take a while. I go back up to my room to check my computer (it was working perfectly normal the day
before, and it did require a password to enter). I turn it on to see it going to black screen……
Retrieved and adapted 02/16/2014 from http://forumserver.twoplustwo.com/29...ptops-1368996/edit
Who is the narrator staying in the room with?
________________________________________________________________________________________
____________________________________________________________________________________
Is it fast to look for the information in the cameras?
________________________________________________________________________________________
____________________________________________________________________________________
What would you do in this situation?
________________________________________________________________________________________
____________________________________________________________________________________
Do you think someone took the computer?
________________________________________________________________________________________
____________________________________________________________________________________
2 Aprendizaje esperado: Producen situaciones comunicativas elementales, escritas y orales, de manera

formal e informal, en el contexto de la reservación de una habitación de un hotel, aplicando el tiempo verbal
Presente Simple.
 Contenidos
 Días, meses y fechas.
 Tiempo verbal Presente Simple.
 Ítems léxicos y expresiones relacionadas a carta

de confirmación de reservación.
 Ítems léxicos y expresiones relacionadas al

proceso de registro de un hotel.
2.1 Dates and Months of the Year
Months and Abbreviations Days of the Week and Abbreviations
January (Jan) Sunday (Sun.)
February (Feb) Monday (Mon.)
March (Mar) Tuesday (Tue.)
April (Apr) Wednesday (Wed.)
May (May) Thursday (Thu.)
June (Jun) Friday (Fri.)
July (Jul) Saturday (Sat.)
August (Aug)
September (Sep)
October (Oct)
November (Nov)
December (Dec)
Examples:
 Today is Monday, August 27th, 2007.
 My birthday is on March 2nd

Remember that…
 Veronica has a reservation on May 4th
… The week in English begins with
 Christmas is always on December 25th. SUNDAY
… The week in Spanish begins with

MONDAY
Attention!
When talking about dates we use Ordinal Numbers:
1 = First 2 = Second 3 = Third

Attention!
4 = Fourth 5 = Fifth 6 = Sixth
When referring to dates we use the following prepositions:

And so on……
IN: It is used with months, years, seasons and parts of the
day, e.g.: in March, in summer, in the morning
ON: It is used with days, dates, holidays, e.g.: on Tuesday, on

st,
Dec. 31 on Halloween
AT: It is used with time and some parts of the day, e.g.: at 2
pm, at night
ACTIVITY
A. Answer the following questions (Give complete answers and write the numbers with words)
1.- When are you arriving to the hotel?
________________________________________________________________________
2.- How many people are you travelling with?
________________________________________________________________________
3.- What kind of room would you like?
___________________________________________________________________________
4.- When are you leaving the hotel?
___________________________________________________________________________
2.2 Simple Present
We use Simple Present to describe a frequent action, that means, an action that we usually do or that we
do everyday.
Examples:
Remember that:
 I always study English in the morning.
After subjects he, she, it, the verb
 He never plays tennis on Saturday takes an s, es or ies depending on
the verb.
 They often eat in a restaurant with their friends
“She dances salsa everyday”
Answers (they may vary)

1. We are arriving on November Thirtieth 2. We are four people
3. We would like two double rooms 4.We are going to leave on December fifteenth
Reading Comprehension: Read the following text and write down what you think about it
(I get a call around 2 am from a caller not staying at the hotel. I’m not busy so I help her anyway. The caller is
articulate, but not exactly polite.)
Caller: “I’m looking for a bar to the right of your hotel.”
Me: “[Bar] is out in front of our building. Is that what you mean?”
Caller: “NO! The one to the RIGHT of your hotel!”
Me: “Ma’am, there is only a river on the right hand side of our building. If you give me even part of a name
or any more information I can probably find it for you.”
Caller: “Look. Can you ask someone else? I know it’s there.”
(We go back and forth about this for a good ten minutes in which she escalates to saying that people like me
shouldn’t have jobs. She laughs at me and demands she be transferred to a slightly fancier hotel a few miles
away.)
Caller: “Just transfer me to [Other Hotel]! THEY’LL know what I’m talking about.”
Me: “With all respect, they are not near here and are unlikely to know about bars in this area.”
Caller: “JUST TRANSFER ME!”
(I do, and after fifteen minutes I call the other hotel to apologize for sending her to them. The employee at
the other hotel cracks up laughing immediately at mention of the woman.)
Employee: “Oh, my god! She was crazy! I told her I didn’t know of any bar around there and she told me
that she was going to ‘take this to the press!’
Retrieved and adapted 02/16/2014 from http://notalwaysright.com/tag/hotel
Is the caller calling to the right place?
________________________________________________________________________________________
____________________________________________________________________________________
Why does the narrator say that the caller is “not exactly polite”?
________________________________________________________________________________________
____________________________________________________________________________________
What would you do in this situation?
________________________________________________________________________________________
____________________________________________________________________________________
3. Aprendizaje esperado: Describen distintos tipos de habitaciones en un hotel, aplicando tiempo verbal
Presente Simple, generando situaciones comunicativas elementales, escritas y orales, de manera formal e
informal
 Contenidos
 Ítems léxicos relativos a objetos que se encuentren en la

habitación de un hotel.
 Presente simple del verbo Be.
 Estructuras para describir una habitación: There is / There

are.
3.1 Objects in a hotel room: Some of the objects we can find in a hotel room are:
 Wastebasket: It is a container to put the trash
 Notebook: It is a book of blank pages for notes
 Desk: It is a piece of furniture similar to a table but with drawers
 Bed: It‟s a piece of furniture where people sleep or rest
 Lamp: It‟s a device that generates light.
 Television: It is an electronic device where people can watch different types of shows
3.2 Describing a Hotel room: When describing a hotel room we can use Demonstrative Pronouns to
indicate where the objects are.
3.3 Demonstratives Pronouns:
DEMONSTRATIVES
This These Near
That Those Far
Singular Plural
Attention!
Remember that Demonstrative Pronouns…
 Have singular and plural forms
 Have forms that show the relative distance

to the speaker or to the item previously
mentioned
ACTIVITY
A. Complete with this / that / these / those
1. _____________ blackboard is small.
2. _____________ notebook is mine.
3. _____________ pencil has got an eraser.
4. _____________ pencil sharpener is green.
5. _____________ paperclips are yours.
Attention!
 There is: to show existence of ONE object, idea or

person.
 There isn’t: absence of ONE person, object or idea.
 There are: existence of two or more people, objects

or ideas.
 There aren’t: absence of two or more people,

objects or ideas.
Answers Activity 2.15

1. That 2.This 3.This 4. That 5. Those
Me: “Morning, sir! What can I do for you?”
Guest: “Hi there! I’m going to rent a car today to drive around the highlands. Could you just tell me how
much gas costs here?”
Me: “Gas? As in petroleum? Sure. Petrol here is about £1 a liter.”
Guest: “How much is that in gallons though?”
Me: “Well, as far as I know, there is slightly less than four liters in a gallon. So about £4 a gallon I suppose.”
Guest: “Awesome, that’s $2 a gallon! That’s cheap!”
Me: “Sir, the exchange rate is currently $2 to £1, so it is in fact equal to $8 a gallon.”
Guest: “Pfft! I doubt that. The dollar is the strongest currency in the world!”
Me: “Well, it’s the largest reserve currency, but I assure you the rates are as I described.”
Guest: “You know, considering you work with tourists, you should probably know the exchange rate a little
better, son! Don’t they teach you math in high school?!”
Me: “They do, sir.”
Guest: “Not well enough!”

Retrieved and adapted 02/16/2014 from http://notalwaysright.com/tag/hotel
How much is the liter of gas?
________________________________________________________________________________________
____________________________________________________________________________________
Why is the caller confused about the prices given by the narrator?
________________________________________________________________________________________
____________________________________________________________________________________
What would you answer to the caller in a situation like this?
________________________________________________________________________________________
____________________________________________________________________________________
4 Aprendizaje esperado: Describen distintos tipos de baños en un hotel, aplicando tiempo verbal Presente
Simple, generando situaciones comunicativas elementales, escritas y orales, de manera formal e informal.
 Contenidos
 Ítems léxicos relativos al baño de un hotel.
 Verbos que describen actividades diarias.
 Preposiciones de lugar.
 Descripción del color, tamaño y forma del equipaje de un

huésped de un hotel.
 Ofrecimientos y preguntas cordiales en un diálogo.
4.1 Describing daily routines
We use Simple Present to describe a frequent action, that means, an action that we usually do or that we
do everyday.
Examples:
 I always study English in the morning.
 He never plays tennis on Saturday
 They often eat in a restaurant with their friends
Remember that:
After subjects he, she, it, the verb

takes an s, es or ies depending on
the verb.
“She dances salsa every day.”
4.2– “Saying what you are doing now”
We use present continuous to talk about an action that we are doing at the moment of speaking, that is to
say, now.
Examples:
Remember that:
 “ I’m speaking on the phone now”
We form present continuous
 “They are sleeping in this moment” sentences using the verb to be
plus a verb ending in ING
 Andrés is playing football right now”
“I‟m driving…
“She starts working…”
ACTIVITY
A. Complete the following conversation at the front desk of a hotel with the correct form of the verb in
parenthesis.
1) Manager: So, you will be ________ (work) here in the reception near the entrance of the hotel. Your
main responsibility ________ (be) to ________ (speak) and to ______ (help) the hotel guests
Employee: So, when new guests ______ (arrive) and if they _____ (want) the key to their room, I
have to _______ (take) their name and personal information and then give them the key?
2) Passenger 1: What ______ we _______ (go) to do after we finish the check in?
Passenger 2: We can _________ (visit) the main buildings of this city. What do you ______? (Think)
Passenger 1: I ________ (Think) it‟s a great idea!
Passenger 2: _______ we ________ (go) to visit the National Museum too? I really_______(want) to
go there now.
Passenger 1: Sure! Let‟s ________ (go) there in first place, then.
Answers
1. Manager: working - is – speak – help
Employee: Arrive – want - take
2 Passenger 1: are – going
Passenger 2: visit – think
Passenger 1: think
Passenger 2: are – going – want
Passenger 1: go
4.3 Prepositions of Place:
In front of In Behind Next to
Near Between On Far from Under
For example:
 Where is the chair? The chair is in front of the desk.
 Where is the lamp? The lamp is on the desk.
 Where are the pencils? The pencils are next to the computer.
ACTIVITY
A. Indicate where the objects are (give a complete answer)
Taken from: http://www.ytchotels.com/peninsulaexcelsior/rooms-superior

Retrieved 12/12/13
1. Where is the television? ______________________________________
2. Where are beds? ___________________________________________
3. Where is the chair?____________________________________________
4. Where are the lamps? ________________________________________
Answers activity A (they may vary)

1. The television is on the desk 2. The beds are in front of the desk
3. The chair is between the desk and the bed 4. The lamps are next to the beds
ACTIVITY
B. Use the next picture to complete with the correct preposition
Taken from: http://budgethotel.us/book-a-budget-hotel-room/hotel-room-2-2/ Retrieved 12/12/13
A. The mirror is _________lamp (on / next to).
B. The chairs are _________ the table (far from / near).
C. The beds are ________ the room (in / between).
D. The lamp is ________ the beds (between / on).
Answers Activity B
A. Next to B. near C. In 4.Between
The Most Confusing Meal Of The Day

(I work in a call centre making reservations for a large hotel chain. A customer has just asked for a particular
date in a particular hotel.)
Me: “I have the standard room for $99, or bed and breakfast for $109. The superior room for $129”
Customer: “Wait! So the first two rooms are standard rooms?”
Me: “Yes.”
Customer: “So why is the one more expensive?”
Me: “Well, room only is $99 and if you want breakfast included it is $109.”
Customer: “I don’t understand.”
Me: “If you want to eat breakfast in the morning it’s $10 more.”
Customer: “I still don’t see why I would pay more for the same room!”
Me: “You don’t pay more for the room, you pay the extra for the food. You can have just the room for $99
or the room and breakfast at the restaurant for $109.”
Customer: “I just don’t understand why I should pay more.”
Me: “I have no idea how else to explain this.”
(She never made a booking. We were ‘too confusing.’)

Retrieved and adapted 02/16/2014 from http://notalwaysright.com/the-most-confusing-meal-of-the-day/35023
Why does a room have two different prices?
________________________________________________________________________________________
____________________________________________________________________________________
Was the caller a man or a woman?
________________________________________________________________________________________
____________________________________________________________________________________
How would you explain the different prices to the caller?
________________________________________________________________________________________
____________________________________________________________________________________
5. Aprendizaje esperado: Describen los servicios más importantes que ofrece un hotel, indicando las horas
de funcionamiento, aplicando tiempo verbal Presente Simple, generando situaciones comunicativas
elementales, escritas y orales, de manera formal e informal.
 Contenidos
 Ítems léxicos relativos a servicios en un hotel.
 Expresiones de tiempo para referirse a frecuencia.
 Preguntas con Can, have, do, does.
5.1 Talking about frequency
When we describe our daily routines, we can use Frequency Adverbs or expressions. Be careful because they
have a specific location in the sentence, they can‟t go anywhere.
5.1.1 Frequency Adverbs: Some Frequency Adverbs are: Always, generally, usually, often sometimes, rarely,
hardly ever, never.
Example:
 The Hotel Manager always decides the best for the passenger
 The waiter never prepares food
 The bellboy usually helps you with your luggage
 The housekeeping staff is often on the rooms.
Attention!
Frequency adverbs always go

before the mail verb, but after the
verb To Be
5.1.2 Frequency expressions: Some expressions that refer to frequency are: every day, every weekend, on
the week, during the week, once a week, everyday, on the weekend, twice a month, etc.
Examples:
 The chef cooks food for passengers everyday
 The receptionist solves problems during the week

Attention!
 People in a hotel work all year long
Frequency expressions always go at
the end of the sentence.
5.1.3 Routine Actions: Wake up, get up, take a shower, get dressed, have breakfast, go to university, go to
work, have lunch, watch television, read a book, go to the gym, go to the cinema, have dinner, sleep, etc.
EXERCISE: Write two actions that are included in the routine of these people in a hotel.
Hotel Job In the morning… In the afternoon… At night…
Hotel Manager
Maid, etc.
Activity
Make 8 sentences about your daily routine, using each ray of the sun and one of the activities from inside the
sun.
For example: I never drive
I drive everyday
1. ___________________________________________________________
2. ___________________________________________________________
3. ___________________________________________________________
4. ___________________________________________________________
5. ___________________________________________________________
6. ___________________________________________________________
7. ___________________________________________________________
8. ___________________________________________________________

1. Passengers always have breakfast 2. The cook makes dinner on the weekend
3. The bellboy rarely carry your suitcases 4. Receptionists talk on the phone during the week.
5. Some passengers often sleep late on Sundays 6. The housekeeping staff cleans our room once a week.
7. The waiter sometimes serves the passengers well 8. People take a shower everyday
Thinks He’s So Grape

(I work as a wine waiter in a business hotel, where we often have repeat guests. One such guest, who always
has a problem with something, is tasting a bottle of wine I’ve just opened.)
Guest: “This wine is bad. It’s corked, or oxidised, or something.”
Me: “May I test it?”
(I take the glass and smell the wine, knowing straight away that there’s no problem.)
Me: “I don’t notice anything wrong here. If you insist, I can open a fresh bottle.”
Guest: “Well, you obviously don’t know anything about wine or service. Of COURSE I want a fresh bottle.”
Me: “Very well, sir.”
(I take the bottle away, re-cork it, and wait a few seconds before returning to the table with a new glass. I
open the bottle again as I arrive and I pour a little for him to taste.)
Guest: “MUCH better. Can’t believe you thought there was nothing wrong with the last bottle. You obviously
don’t deserve to be in charge of wine here.”
Retrieved and adapted 02/16/2014 from http://notalwaysright.com/thinks-hes-so-grape/3466
According to the guest, what’s wrong with the wine?
________________________________________________________________________________________
____________________________________________________________________________________
Was it the first time this guest had problems in the hotel?
________________________________________________________________________________________
____________________________________________________________________________________
Do you think what the waiter did was correct? How would you react in a situation like this?
________________________________________________________________________________________
____________________________________________________________________________________
6. Aprendizaje esperado: Solicitan y entregan direcciones e instrucciones para llegar a un lugar determinado
dentro y fuera de un hotel, por medio de estructuras verbales específicas, generando situaciones
comunicativas elementales, escritas y orales, de manera formal e informal.
 Contenidos
 Lugares en un vecindario.
 Verbos de dirección.
 Expresiones e ítems léxicos para entregar dirección como:

turn / left / right / etc.
 Preposiciones de lugar

Attention!
6.1 Places in town
There is = singular
Some of the most common places in town are:
There isn’t = singular (absence)
Grocery store: it’s a place where people can buy food There are = plural
Hospital: It’s a place where people go when they feel bad There aren’t = plural (absence).
Restaurant: It’s a place where you can have lunch or dinner.
Cinema: It’s a place where you can watch a movie
Airport: It’s a place where you can take a plane
Bookstore: It’s a place where you can buy books and dictionaries
Library: It’s a place where you can borrow books
Shoe store: It’s a place where you can buy shoes
Candy store: It’s a place where you can buy candies and sweets.
Pharmacy / Drugstore: It’s a place where you can buy medicines
Examples:
 There is a large supermarket in my neighborhood
 There are four small drugstores near my house
 There isn’t any big shoe store near my apartment
 There aren’t any important museums in the city.
6.2 Prepositions of place: When we want to say where a place is, we use prepositions of place. Some
of them are: Next to, in front of, across from, between, on, under, behind, near, far from.
For example:
 Where is the disco? The disco is next to the bank
 Where is the School? The school is between the library and the bookstore
 Where is classroom 513? Classroom 513 is across from classroom 504
Activity
A. According to the map, indicate where the places are:
Park
1. Where is the Police Station? __________________________________________
2. Where is Hoyts Cinema? _____________________________________________
3. Where is the Chuch? _______________________________________________
4. Where is the Gas Station? ___________________________________________
5. Where is the airport? _______________________________________________

1. The police station is between the drugstores 2. The cinema is next to the pub
3. The church is behind the park 4. The gas station is across from the Marriot Hotel
5. The airport is far from the pub.
6.3 Asking for and giving directions
Turn right Turn left
go straight ahead cross
Get in a car / a taxi
Get out of These verbs mean that you CAN NOT walk inside this vehicle
Get on a bus / a train / the subway
Get off These verbs mean that you CAN walk inside this vehicle
Important verbs used when giving directions:
 Turn right Turn left
 Go straight ahead Go along
 Until As far as
 Around Pass
 Cross Near – far from
 Next to In front of
 Across from Street
 Avenue Corner
 Intersection Cross-walk
 Side-walk Roundabout
 Traffic lights on the corner of...and...
6.3.1 To ask about directions we can make the following questions:
 How can I get to...from...?
 Do you know how to get to...?
 Where is...?
 May I ask how to get to...?
 Could you tell me how to get to...?
Activity
A. Look at the map and give complete answers to get to the right places.
1. - How can a guest go from Plaza Hotel to the railway station?
________________________________________________________________________________________
____________________________________________________________________________________
2. - How can a group of tourists go from the Shopping Centre to the Bank?
________________________________________________________________________________________
_____________________________________________________________________________________
3. - How can a passenger go from the Plaza Hotel to the Shopping Centre?
________________________________________________________________________________________
____________________________________________________________________________________
Answers activity (they may vary)

1. Go along Avenue de Verdun until Massena, turn left and go straight ahead until Avenue Jean Medecin. Continue for
three blocks and turn left on Avenue Thiers. The railway station is in the middle of the block.
2. Go along Rue de la Buffa until the end of the block.
3. Go along Avenue de Verdun until Massena, turn left and go straight ahead until Avenue Jean Medecin. The shopping
Centre is on the corner of Avenue Jean Medecin and Rue de la Buffa
Constant Explain Drain

Guest: “I have a question about my bill.”
Me: “What is your question?”
Guest: “Why did my rate go up?”
Me: “Let me see.”
Guest: “I remember the rate was supposed to stay the same! Now it’s showing me differently. I wanted it
changed, and hurry up or I’ll miss my train!”
(I pull out the guest’s reg card, which clearly has ‘RATE CHANGE’ and the amount printed on it and the
guest’s signature on the bottom.)
Me: “This is your signature? Yes?”
Guest: “Well… yes…”
Me: “These initials by the ‘RATE CHANGE’ show that you have acknowledged that there is a rate change in
your stay.”
Guest: “Well… uh… the person who checked me in didn’t EXPLAIN it to me!”
Me: “But you signed it anyway. You sign things you don’t read?”
Guest: “THE PERSON WHO CHECKED ME IN WAS RUDE AND DIDN’T EXPLAIN IT TO ME. I MUST HAVE THINGS
EXPLAINED TO ME CONSTANTLY!”
Retrieved and adapted 02/16/2014 from http://notalwaysright.com/constant-explain-drain/34632
What is the guest’s problem with the price?
________________________________________________________________________________________
____________________________________________________________________________________
According to the guest, what was the hotel’s mistake?
________________________________________________________________________________________
____________________________________________________________________________________
What do you recommend in this situation?
________________________________________________________________________________________
____________________________________________________________________________________
7. Aprendizaje esperado: Interactúan en conversaciones telefónicas en el contexto de servicios en la

habitación en un hotel, aplicando los tiempos verbales adecuados y generando situaciones comunicativas
elementales, orales, de manera formal e informal.
 Contenidos
 Expresiones de ítems léxicos relacionados con órdenes de

servicio a la habitación.
 Expresiones para disculparse y dar explicaciones.
 Tiempo verbal Pasado Simple.
7.1 Simple Past
WE use Simple Past to express the idea that an action started and finished in the past. When we use Simple
Past, we have to remember that the verb used HAS TO BE in the past form. Be careful because there are
REGULAR VERBS and IRREGULAR VERBS.
2.30 Regular Verbs: Regular verbs in English are those that change their form by adding an –ed at the end of
the verb. Here are some examples:
work worked
Attention!
land landed 1. Some verbs can be regular
and irregular:
want wanted
Learn in the past can be
love loved Learned or Learnt
7.2 Irregular Verbs: Irregular verbs in English are those that change their form in the past. Here are some
examples:
go went
Attention!
drive drove 2. Some verbs have the same

Present and Past:
take took
Hit / Hurt / Let
buy bought
7.3 Simple Past of the verb To Be: The verb to be in the past has two forms, WAS and WERE. These forms
are used in the following way:
He WAS
She Attention!
It Last week, yesterday, three years ago, the
day before yesterday are the words that
indicate that the phrases refer to simple past
We and not present.
You WERE
They
Look at the next dialogue in the past
Matt: Hi Ricky. When did you arrive from your vacation?
Ricky: I arrived to Santiago last night.
Matt: Where did you go?
Ricky: I went to San Pedro de Atacama.
Matt: How long did you stay there?
Ricky: I stayed there for two weeks?
Matt: Did you visit the „Valley of the Moon‟?
Ricky: Yes, I did.
Matt: Did you go to Iquique?
Ricky: No, I didn’t. I didn’t have time.
Matt: And tell me Rick, who looked after your dog here in Santiago while you were away?
Ricky: Johnny looked after it.
Remember that:
The auxiliary verb for the

Simple Past is DID, and it is
used to make questions and to
answer in a negative form.
ACTIVITY
A. Answer the questions (give complete answers).
When did you …………….. for the last time?
 1. go swimming: _________________________________________
 2. fly on an airplane: ______________________________________
 3. walk on the beach______________________________________
 4. play a game: __________________________________________
 5. ride a horse: __________________________________________
 6. paint your room: _________________________________________

1. I went swimming yesterday 2. I flew on an airplane last year 3. I never walked on the beach
4. I played a game two years ago 5. I rode a horse a month ago 6. I painted my room last month
B. What do you know about them?
Give three (3) pieces of information about these people using the Simple Past.
1. 2. 3. 4.
Taken from: http://www.fansshare.com/galler Taken from: Taken from: http://www.m-
http://www.johnlennon.com/,Retrie y/photos/10599179/elvis- http://www.archivochile.com/Cul x.com.mx/2013-05-19/canal-22-
ved 02/17/14 presley-smile-fat/?displaying tura_Arte_Educacion/html/cultar dedicara-parte-de-su-
Retrieved 02/17/14 t_gm.html Retrieved 02/17/14 programacion-de-este-lunes-a-la-
vida-y-obra-de-albert-einstein/
Retrieved 02/17/14
5.
Taken from:
http://joven360oficial.wordpress.co
m/2012/11/05/personaje-360-
princesa-diana-de-gales-lady-di/
Retrieved 02/17/14
Example:
1. John Lennon sang with The Beatles / He lived in Liverpool / He married Yoko Ono
2. ____________________________________________________________________
3. ____________________________________________________________________
4. ____________________________________________________________________
5. ____________________________________________________________________

2. Elvis had a daughter / He was the king of rock 3. Gabriela Mistral won a Nobel Prize / She lived in Vicuña
4. Albert Einstein created the relativity theory / He was German 5. Lady Di had two children / She married prince Charles.
Powerless To Help
(There is a horrible ice storm that knocks out the power to almost the entire city. I am passing a room when a
customer in only a towel opens her door and catches me.)
Customer: “I don’t have power.”
Me: “I know, ma’am. The power is down.”
Customer: “When will it be up?”
Me: “I… don’t know? Whenever the power company can get it back up?”
(The customer huffs at me and goes back in her room. A few minutes later, I am coming out of the laundry
room again. The same customer stops me, still in just her towel.)
Customer: “I need to dry my hair.”
Me: “I can get you more towels.”
Customer: *holds up her hair dryer* “I need this.”
Me: “As I told you, ma’am, there’s no power.”
Customer: “Well, can I take it up to the front desk?”
Me: “…ma’am?”
Customer: “They have plugs, don’t they?”
Me: “Yes, ma’am, but they have no power. The power is out all over the city.”
Customer: “Oh.”
(The customer closes the door, and opens it again immediately.)
Customer: “What about the bank?!”
Me: “The bank…?”
Customer: “The one across the street! They have power!”
(I go to the window and look out. The bank and the entire strip it’s part of are dark.)
Me: “They don’t have power, ma’am.”
Customer: “This is f****** ridiculous! I just need a f****** plug to plug my hair dryer in! Why can’t you
just—”
(A hand falls on her shoulder from in the room and she’s pulled back inside. Her husband sticks his head out
and mouths ‘sorry’ at me before shutting the door.)
Retrieved and adapted 02/16/2014 from http://notalwaysright.com/making-a-whole-lot-of-noise-about-it/34510
What did the guest need power for?
________________________________________________________________________________________
____________________________________________________________________________________
What solution did the hotel employee give the woman?
________________________________________________________________________________________
____________________________________________________________________________________
How would you explain the problem to a guest like the one in the story?
________________________________________________________________________________________
____________________________________________________________________________________
8. Aprendizaje esperado: Ofrecen soluciones a los problemas que un huésped puede tener en un hotel,
aplicando los tiempos verbales adecuados y generando situaciones comunicativas elementales, escritas y
orales, de manera formal e informal.
 Contenidos
 Ítems léxicos relativos a aparatos eléctricos de una

habitación de hotel.
 Expresiones de futuro para ofrecer soluciones, como: I’ll

contact / send up, etc.
 Verbos relacionados con instrucciones, como: turn on,

turn off, close, open, etc.
When you are in a hotel, many things can go wrong. For example:
 The TV does not work.
 The air conditioning malfunctions.
 The lamp does not turn on, etc.
When these things happen, you have to contact the front desk and ask for a solution. Look at the following
examples:
Passenger: Good evening, I have a problem
Receptionist: Good evening sir, how can I help you?
Passenger: The TV on my room does not work. Can you send someone to assist me and solve this problem?
Receptionist: Of course sir, I‟ll contact the technician and he will be there in 5 minutes. What is your room number?
Passenger: My room number is 506
Receptionist: Room 506. Very well Sir, the technician is on his way. Is there anything else I can help you?
Passenger: No thank you that will be all. Good bye.
Receptionist: Good bye Sir.
A Perfectly Natural Request

(I’m an off duty, live-in receptionist who has been called back to work because of a guest complaint that no
one seems to know how to deal with. I phone up to the guest’s room.)
Me: “Hello, sir, I understand you have a complaint about your room. What seems to be the problem?”
Guest: “Yes, it’s raining too loudly outside, and I can’t fall asleep!”
Retrieved and adapted 02/16/2014 from http://notalwaysright.com/a-perfectly-natural-request/33529
What does the narrator do?
________________________________________________________________________________________
____________________________________________________________________________________
Why is the narrator called to solve the guest’s problem?
________________________________________________________________________________________
____________________________________________________________________________________
How would you solve this guest’s complaint?
________________________________________________________________________________________
____________________________________________________________________________________
BIBLIOGRAPHY
Textbook:
 O‟ Hara, Francis. Be my guest. English for the Hotel Industry. Student’s Book and Audio CD (2002).
Cambridge University Press.
Images:
1.- Nationalities
1. Maiko Henshin Fullheight, Wikipedia. Photo taken by Michael Reeve, 26 March 2004. Page last
updated: 1 February 2014. Retrieved 3 February 2014.
2. La Voz Kids Season 1, Media Moves. Web Photo. Page last updated: 23 May 2013. Retrieved 3
February 2014.
3. Don-Francisco, Net Worth. Web Photo. Page last updated: 2014. Retrieved 3 February 2014.
4. Shakira the famous European and American pop music singer wallpapers, Walls for PC. Web photo.
Page last updated: 29 June 2013. Retrieved 3 February 2014.
5. Blue Lionel Messi Wallpaper, Prifx. Web photo. Page last updated: 2012. Retrieved 3 February 2014.
6. Jude Law, The Sydney Morning Herald. Web Photo. Page last updated: 2 July 2008. Retrieved 3
February 2014.
7. Nicole Kidman 2013 Academy Awards, About.com. Photo taken by Jason Merritt / Getty Images.
Page last updated: 2014. Retrieved 3 February 2014.
2.- Prepositions
8. Superior Room, Peninsula Excelsior Hotel. Web Photo. Page last updated: 2013. Retrieved 12
December 2013
9. Hotel-Room-2, Book a Budget Hotel Room. Web Photo. Page last updated: 2014. Retrieved 12
December 2013.
3.- Simple Past
10. John Lennon, EMI Group Limited. Photo taken by Yoko Ono. Page last updated: 1 February 2014.
Retrieved 14 December 2013.
11. Elvis Presley Biography, Elvis Presley. Web Photo. Page last updated: 2014. Retrieved 14 December
2013.
12. Gabriela Mistral, Universidad de Chile. Web Photo. Page last updated: 2014. Retrieved 14 December
2013.
13. Princesa Diana de Gales, Joven 360. Web photo. Page last updated: 5 November 2012. Retrieved 14
December 2013.
14. Einstein, Lecciones de Historia. Web Photo. Page last updated: 20 marzo S/N. Retrieved 14
December 2013.

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Vicerrectoría Académica

Cuaderno de Apuntes – 2015

Dirección de Desarrollo Curricular y Evaluación

VICERRECTORÍA ACADÉMICA AIEP

Módulo: INGLÉS PARA HOTELERÍA I

 Formulas de saludo y despedida.

 Información personal: Nombres,

 Expresiones de uso diario.

 Documentos de identificación personal.

 Presente simple del verbo Be

 IDEAS CLAVES POR APRENDIZAJE ESPERADO

How do you spell your name?: J - O - S - E

How do you spell your last name?: L - A - G - O - S

Front Desk Door Pencil

Bed Room Television

Receptionist Manager Check-in

1.2 GREETING AND SAYING GOOD-BYE

A: Hello, my name is........

B: Hi, my name is........

A: How are you?

B: Fine, thanks. And you?

 Good Morning (? – 11:59)

 Good Afternoon (12:01 – 18:00)

 Good Evening (18:01 - ?)

 Good Night (= Bye, I‟m going to sleep!)

 How do you do?

A) It‟s nice to meet you

B) It‟s nice to meet you, too.

 See you later

1.3 PERSONAL INFORMATION:

…the simple present of the verb to be has three forms: AM /

I am a teacher They are my friends

1.4 ASKING FOR PERSONAL INFORMATION:

a) What is your name? b) What is your last name?

My name is....... My last name is ..….

c) What is your I.D. Card Number? d) What is your nationality?

My I.D.Card No. is….. I am.......... (Nationality)

It is........ I am from ……. (Country)

e) Are you married? f) What is your phone number?

Yes, I am / No, I am not. I am single My phone number is........

g) What is your profession? h) How old are you?

I am a teacher. I am an architect I am...../ I am.....years old

i) What is your address? j) Where are you from?

My address is..... I am from........

It is.... (number + street name)

I live at (complete address)

I live in (city or district)

I live on (street or avenue)

1.5 ACRONYMS: An acronym is an abbreviation of a word or phrase. Some examples are:

ASAP : As soon as possible

FYI : For your Information

LOL : Laughing out loud

YOLO : You only live once

B. Complete with the correct word(s) from the box

Advance Dormitory Double room Family room Key

2. If you want a room with a double bed, you book a ________________________________

9. During high season, it‟s recommended to book a room in _______________________________

1.6 Possessive Adjectives

Personal Pronouns Possessive Adjectives Possessive Pronouns

1. _ 2. 3. 4. __

5. _ 6. 7. __