English for Hospitality

Greeting Good morning. (Mr./Mrs./Mr. and Mrs./Miss) How are you? Good afternoon. (sir/ madam) How are you, today? Good evening. (madam, sir) Welcome to (gentleman/ lady) Welcome back to (ladies and gentlemen) May I help you? If you greet the guest first 1. Hotel Staff :Good morning (Mr. ). How are you today? Guest : Im fine, thank you. Hotel Staff : Good! / Im glad to hear that. 2. Hotel Staff : Good morning (Mr. ). How are you today? Guest : I dont feel well. Hotel Staff : Im sorry. Is there anything I can do for you? Would you like to see a doctor? I hope youll get better soon. I hope you feel better soon. If the guest greets you first Guest : Good morning. How are you today? Hotel Staff : Im very well, thank you. How are you, sir/madam? Offering help Hotel Staff : May I help you, sir/madam? How may I help you, sir/madam? Is there anything I can do for you? May I be of any assistance? Please allow me Offering Service Hotel Staff : May I May I carry the briefcase for you? May I help you park the car? Would you like me to ? Would you like me to clean the room now, sir? Would you like me to bring a new glass, madam? If youd like, I could If youd like, I could call a taxi for you. If youd like, I could phone the reception desk and ask. Making a polite request Hotel Staff : Could you , please? (Could you spell your name, please?) Would you mind , please? (Would you mind giving me your credit card, please?) Asking permission Hotel Staff : May I ? May I come into your room? May I help you with that? Would it be possible to /for me to ? Would it be possible to have a look inside your room, sir? Would it be possible for me to move your bag, madam? Giving items to guests Hotel Staff : Here is , sir/madam.

Here you are, sir/madam. This is , sir/madam. Showing that you understand Hotel Staff : I see. Certainly. Of course. Oh dear. (for bad news) Oh! Im sorry to hear that. (for bad news) When you have difficulty understanding someone Hotel Staff : I beg your pardon. Could you say it again, please? Im sorry. I didn't catch that/your question. Im sorry. Could you repeat that/ your question, please? Im terribly sorry .I dont understand. Ill call a supervisor. Asking a guest to wait Hotel Staff : One moment, please. Just one moment, please. Please excuse me a moment. Would you excuse me for one moment, please? Would you mind waiting a moment, please? If you would excuse me for a moment, Ill find out for you. Returning to a guest who has been kept waiting Hotel Staff : Im sorry to keep you waiting, sir/madam. Im sorry to have kept you waiting, sir/madam. Thank you for your patience, sir/madam. Thanking Hotel Staff : Thank you. Thank you very much. Thank you for your kindness. I appreciate your kindness. Im very grateful to you. Thats very kind of you. Responding to thanking Hotel Staff : My pleasure, sir/madam. Youre welcome. /Youre most welcome. Dont mention it. / It was really nothing. Responding to praise Hotel Staff : Thank you, sir/madam. Thats very kind of you. Thank you, sir/madam. Its my pleasure. Thank you, sir/madam. Im glad you like it. If you have done something that you didn't mean to or you made a mistake you say Hotel Staff : Sorry Im so sorry. Im very sorry. Im terribly sorry. I do apologize. Please forgive me for my mistake. Its all my faults. Im very sorry.

The answer to that might be Thats all right. Not at all. Never mind. No problem. If you have to interrupt someone for something you can say. Hotel Staff : Im sorry to disturb you. Im sorry to bother you. . Excuse me. May I interrupt you for a moment? Im afraid Ill have to interrupt you. The answer to that might be Thats all right. Please go ahead. Formal apologies Hotel Staff : Im so sorry. I do apologize for I do apologize for my mistake. Please forgive me for .. Please forgive me for coming late. Tell guests about the hotel facilities There is a large swimming pool in our hotel. There are many places you should visit around there. The hotel has the splendid decoration. We offer our guest the best sea view in this area. We have the health spa for guests to relax and to raise up their good health. Expression for enquiry - Can you tell me a little about the hotel? - Can I have some information about hotels facilities? - May I have some information about the hotel? - What facilities do you have in the hotel? - Do you have a swimming pool? ( or other hotel facilities) - Could you send me a brochure of the hotel? Questions for asking about hotels facilities Have you got..? Do you havein you hotel?

Making request by can and could - Can I have your name, please? - Can I have your telephone number? - Could I speak to Ms. Moore? - Could you please wait for a moment? - Could you spell your name, please? - Could you give me your name and address? - Could you possibly send me detail? Personnel

Standard phrase to learn is in charge of... is responsible for takes care of cleans Expression : What is the receptionist in charge of? Response : She looks after the guest registration. Expression : What are bartenders responsible for? Response : They work under the restaurant manager. They are responsible for selling beverages to the customers. 2. Greeting and introducing yourself Good morning Mr. / Mrs./Miss/ Good afternoon (address guest by their family name) Good evening sir/ madam/gentleman/lady/ ladies and gentlemen Sawasdee Ka/Krab Welcome to the land of Purimantra. How may I help you? May I help you? - My name is Suwannee. Im a receptionist. Is there anything I can do for you? - Im Suwannee. Im in charge of reservation staff. How may I help you? 3. Introducing other people Formal -May I introduce Mr. John Gardner. He is our manager from California. -I would like you to meet Mr. John Gardner. -Mr. Gardner, this is Mr. Charlie Brown, our resident manager in Bangkok. Informal John, This is Charlie. Charlie, this is John.

Suggestion and Recommendation May I suggest .? Could I recommend ? Would I suggest ..? Would I recommend .? I would suggest.. I would recommend Example May I suggest a little cabin by the sea? It is fantastic atmosphere. Could I recommend you our Thai Restaurant? It is a perfect place for dinner. Would I suggest seafood salad? It is our well-known dish. Would I recommend a connecting room? It is more economical and more comfortable for a family of five. I would suggest a dinner at Grill Restaurant. I can book a table for you if you like. I would recommend a taxi. It is faster to arrive floating market early in the morning. Have and Have got We often use have/has got rather than have/has alone. We have got a big swimming pool beside the beach. The managers (has) got a message for you. In questions and negative sentence Have you got a credit card? No, I havent got any credit card. Has she got her breakfast voucher? Yes, she has. Do you have a confirmation letter? No, I dont have a confirmation. Has he got a voucher? No, he hasnt got a voucher. Does he have a voucher? No, he doesnt have a voucher. * Normally we dont use have/has got for past tense. Did you have your wallet yesterday? I couldnt call you. I didnt have your friends number. He did not know the time. He didnt have a watch.

Have for actions Have breakfast/lunch/dinner/a meal/a drink/ a cup of coffee/ a cigarette etc Have a swim/ a walk/ a rest/ a holiday/ a party/a good time etc Have a bath/a shower/ a wash Have a look (at something) Have a baby (give birth to baby) Have a chat (with someone)

When you have difficulty to understand. - I beg your pardon. - Im sorry I didnt catch your words. I cant hear you. - Im sorry. Would you please repeat that? - Im terribly sorry but I cant hear you. Please try again. When you ask the caller to wait. - One moment, please. - Just one moment, please. - Would you mind waiting a moment? - One moment, please. Im putting you through. - The phone is ringing for you. - I am trying to connect the line. - May I put you on the hold? - Would you like to wait? Returning to caller who you ask to wait. - Im very sorry to keep you waiting but There is no answer. I think nobody in the room. The line is still engaged. He/she is on another line. He is not in. Ask whether the caller wants to leave messages. - Can I take the message? - Would you like to leave the message? - Would you like to call back later? - Would you like him/her to call you back? - May I have your name and your phone number? Telephone message. For Example: Message from caller: - John leaving a message for Mary: Could you tell her Ill be waiting in front of Silom complex at 7.00 p.m. Message written down: - John will be waiting for you in front of Silom Complex at 7.00 p.m.

Telephone Operator

Reservation Office
Questions for asking prices. How much does . cost? How much would ...be? What is the price of..? What about tax and service? How much do you charge per night? Do we have to pay the full price for children? What is the rate for a double room? Pattern for reservation offices response Greeting and offering help. - May I help you?

- How may I help you? - Can I help you? - Can I be of any assistance? - How may I be of service? Giving information about the rates. - A double room is 2,500 baht per night. - For one night. The cost would be 2,500 baht. - It costs 2,500 baht. - The price includes breakfast. - The price doesnt include breakfast. - It includes tax and services. - It doesnt include tax and service. - There is no charge for children under 14 sharing a room with parents. Giving information about the hotel. - Our hotel is very modern on the Hua Hin beach. - Our hotel is near the shopping center. - We have got a big swimming pool. - Im sorry we dont have a golf course. Suggestion/advice - I would think the suite is more economical and comfortable. - I think you should get a suite. - I suggest that you (should) get a suite. - I recommend that you get two adjoining rooms. - How about two connecting double room? - Why dont you get a suite? Expression for room reservation Customer Id like to book a single room. Id like to book a conference room. How much do you charge per night? Can I reserve for a double room from 12th to 15th of December? Do you have adjoining room? Reservation What kind of room would you like? What will be you period of stay? What will be the starting and ending dates of your stay? How long do you plan to stay? For how many nights do you plan to stay, sir/madam? May I please have your name? Would you please spell the name? Are you traveling with the company or is this a personal trip? Who is the reservation for? May I have a name of the company? Could you give me your address? Are you coming by plane? When does the flight arrive, sir/madam? When will you be arriving, sir/madam? Can you give me your flight number in case the plane is late? Would you like the hotel limousine to pick you up at the airport? We can pick you up at the train station, if you like. We have a limousine service, if you prefer to? 2. A sentence which can be spoken in the direct or indirect voice. Direct We do not have any more suite room, sir. Indirect There is no more suite room available, sir.

in the direct sentence, we do not have, makes the hotel look bad. The indirect sentence says the same thing in a better way. Direct We cannot give you a discount for the spa service with your voucher, madam. Indirect Your voucher does not include a discount on spa service, madam. Never say we cannot to the guest. The guest will remember that the hotel canno t do something. The indirect makes the guest remember that her voucher did not include something. Direct We do not accept personal checks without a major credit card, sir. Indirect Personal checks are accepted only with a major credit card, sir. We do not accept makes the hotel look cold or unfriendly. The indirect sentence says the same thing and is more positive.

Useful expression to clarify the reservation. - Im afraid the hotel has not received your reservation. - May I ask when you made the reservation, sir/madam? - Under what name was the reservation made? - One moment, please. Ill check the record/ the computer. - The hotel is fully booked this evening, sir/madam. - I apologize for the inconvenience. - Would you like me to make a reservation for you at another hotel? You can use will/ would/could/ and may to express for registering the hotels client. - Will you please register? - Would you like to register please? - Could you fill in this registration form, please? - Could you sign your name, please? - Would you put your signature here please? - May I see your passport please? - May I have your card for a moment please? - Heres your key. - Heres your key card. - Your room number is 115. - The porter will show you the way up. - If you just tell the porter your room number, he will take your suitcase up to your room. If there are any problems with the room. - Im afraid your room is not ready yet, sir/madam. - Would you mind waiting, please? - Its wont be long, sir/madam. - The room will be ready by 1.30 this afternoon. - We do apologize for any inconvenience. - Would you like to wait in the lounge? Late Check- out - You may leave your bags with the bellman. - Yes, sir. You may stay in your room until 8.00 tonight. - There is a charge of half a day. Extending a reservation - Certainly, sir/madam. May I have your name and room number? - Im very sorry. But the room is already booked for this evening. - One moment, please. Ill check our record. - Im afraid the hotel is fully booked for the next week but there may be some cancellations. Would you like me to put your name in the wait list? - If there is a room, Ill let you know right away.

Receptionist

Waiter and Waitress

Taking a table reservation - When would you like your table? - A table for how many people? - Where would you like to seat? - Is it smoking or non-smoking area? - May I have your name, please? - Could you spell your name, please? - May I have your room number, please? - May I have your telephone number, please? - Im afraid the table is not available at that time. But we can seat you at - Im afraid weve fully booked. - Would you like me to make a reservation at another restaurant for you? Greeting and seating customer - Good evening. Do you have a table reservation? - Would you please come this way? - Could you please come with me? - Come with me, please. - Is this table alright? - Is this table suitable for you? - Is this table of your liking? Taking order - May I recommend our special dish of the day - May I suggest one of our most popular dish - Were having a special promotion of . (name of drinks or food). - May I take your order, please? - Im sorry. I will come back for the order when youre ready. - What would you like to start with? - And to follow? - How would you like your steak? - What kind of dressing would you like with your salad? - Would you like anything to drink? - What would you like to drink with your meal? - Would you care for any dessert? - This set is enough for 2 persons. - This dish is enough for 4 persons. - May I repeat your order? There are..

Expression for taking order Breakfast - Good morning. Room Service. Devi speaking. May I help you? - Which breakfast would you like? - What would you like to start with? - Would you like a fruit juice or a plate of fruit? - You can choose 3 different kinds of fruits. - What cereal would you like? - How many minutes would you like your egg boiled? - Would you like them fried sunny side up or over-easy? - What would you like with your omelet? - What sauce would you like? - Would you like some Danish pastries or toast?

Room Service

- Would you like your coffee with cream or milk? - Would you like your tea with fresh lime or milk? Lunch or dinner - What would you like to start with? - May I recommend the soup of the day? - How would you like your steak cooked? - Which sauce would you like? - Would you like dessert or fresh fruit? - Would you like tea or coffee? - Would you prefer to any wine with your dinner? Must say - May I repeat your order? - Im sorry I dont understand. Could you repeat that, please? - Just a moment, please. - May I place you on hold one moment, please? - May I call you back in a moment? Your room number, please? - Im sorry to keep you waiting. Explain why a price is high - Im afraid I dont know. Would you like me to find out? - Its because of some of the ingredients are imported. - Its because of the quality of the ingredients. Useful expression to describe food. - Its kind of .. - Its made from . - Its served with . - Its stuffed with . - Its flavored with .. - Its seasoned with. - Its a traditional dish. - Its Chinese delicacy. - People often say its delicious. - This is a very popular dish. - Its excellent. - Its very tasty. - Im sure you will enjoy it.

Waiter and Waitress

Taking a table reservation - When would you like your table? - A table for how many people? - Where would you like to seat? - Is it smoking or non-smoking area? - May I have your name, please? - Could you spell your name, please? - May I have your room number, please? - May I have your telephone number, please? - Im afraid the table is not available at that time. But we can seat you at - Im afraid weve fully booked. - Would you like me to make a reservation at another restaurant for you? Greeting and seating customer - Good evening. Do you have a table reservation?

- Would you please come this way? - Could you please come with me? - Come with me, please. - Is this table alright? - Is this table suitable for you? - Is this table of your liking? Taking order - May I recommend our special dish of the day - May I suggest one of our most popular dish - Were having a special promotion of . (name of drinks or food). - May I take your order, please? - Im sorry. I will come back for the order when youre ready. - What would you like to start with? - And to follow? - How would you like your steak? - What kind of dressing would you like with your salad? - Would you like anything to drink? - What would you like to drink with your meal? - Would you care for any dessert? - This set is enough for 2 persons. - This dish is enough for 4 persons. - May I repeat your order? There are..

How to use instruction We use sequence markers to put instructions in order. First : First pour some oil into the frying pan. ..Begin/start with : You can begin/start with pouring oil into the frying pan Then/next : Then/next put a tea spoon of chopped garlic into the hot oil. After that... and... : After that put slice pork into the pan and stir fried it with garlic. Finally/Lastly : Finally/lastly seasoned the mixture with soy sauce, little sugar and ground black pepper. Activity 2: Make an instruction in the following conversation of your favorite dish. Chef : Whats your favorite dish? Helper : Its .. Chef : What ingredients do you need? Helper : To prepare it, I need Chef : Tell me how do you cook it? Helper : Certainly, First Next Then. After that.. Finally .

Kitchen Staff

Definition To form the definition we use 1. (noun/nouns) is/are (noun/nouns)

2. (noun/nouns) is/are (noun/nouns) which + clause 3. (noun/nouns) which + clause + is/are called + (noun/nouns) 4. (noun/nouns) which + clause + is/are known as + (noun/nouns) Example: 1. Kai is chicken. 2. Kai Tod is deep fried chicken. 3. Sa-te Kai is grilled chicken stick which served with curry dipping. 4. Chicken stick grilled on charcoal and serve with curry dipping is called Sa-te Kai.

Housekeeping staff
The four patterns of sentences; There is. There are .. Expression: There is no toilet paper in the bathroom. Response: Sorry sir/madam. I will bring some up to you. Expression There are no coat hangers in the wardrobe. Response: Sorry sir / madam. I will bring some up to you. Expression: The bed has not been made. Response: I am sorry about that. I will send someone up to make it right away. Expression: The sheets have not been changed. Response: I am sorry about that. I will send someone up to change it right away. Expression: The bath needs cleaning. The sheets need changing. Response: I am terrible sorry. I will ask the chambermaid to come up and clean it at once. I will ask the chambermaid to come up and change them at once. Maid I : We have to check bedroom accessories. It contains linen Basket including sheets, pillow cases, bathrobes, lavatory Napkins, pajamas, bath and face towels, blankets, and dressing gown, spare pillow, and so on. Maid II : Im cleaning the bathroom and checking these articles. There are shampoo bottles, foam bath, hair conditioner, toothpaste, tooth brush , sewing kits, candle stands, razor, sanitary bags, shower cap, body lotion, soap dish, detergent, first-aid box, ashtray, disposal bags laundry forms, laundry bags, room freshener, towels, facial paper, toilet paper, clothes hangers, breakfast knob cards, room service menu, waste paper basket, bath mats, bath towel, plastic shirt bags, polish my shoe card Turkish towel or terry towel, a box of matches, blade dispensers, gargle tumblers, water tumbles, cotton pad. And I must also clean the shower curtain, toilet bowl, toilet flush, bath tub, and shower. Check the tap or faucet works well, and the plug sockets for shaving which are use for electricity of 110-220 volts, and even check that the toilet flushes properly. Maid I : I prepare sheets, blankets, bed spread. Pillow, mattress

Protectors, Pillow cases for making beds. Maid II : On the writing table, mustnt forget to check the writing case containing writing paper. Envelops, facsimile form, a note pad, hotel guest comment form, guest house rules, brochures, post card, scribing pad, guest stationery, and ball point pens. Maid I : Im putting the missing items in it. Even on the dressing-table, I put the hotel menu and guide book for the guests. In the drawer, there are a Bible and a book of Lord Buddha Preaching. In the wardrobe. You will see the coat hangers, shoeshine cleaning and laundry lists. Maid II : I will wipe the dust from the venetian blind, curtains, radiator, television set, air conditioner, easy chair, reading lamps, telephone, mirrors and the chair in the corridor. Maid I : Very good. Look in the mini bar, we always have some kinds of snacks for the guest. The refrigerator contains purified water, Spirits and soft drinks with tumblers, ice-cubes, napkins, a water jug or a carafe and the last thing is the price list. Maid II : When we finish checking the supplies, I will change the bed, and vacuum the rugs and draperies, supply stationery, change flowers when they are witted, check light bulbs, television set and hairs dries, clean the ashtrays and sweep the floor. We must also have and eye for details. Maid I : I have been trained to clean all types of room: single room, double room. twin room, studio room, penthouse suite, junior and presidential suites, duplex suite, double suite adjoining room and connecting room, exhibition room or display room, cabana and triple room. Maid II : Well, you must be an expert in cleaning. Maid I : Thank you, Im sure I will be.

Bellman and General Services

Way to Express & Accept Thanks Expressing Thanks Accepting Thanks Thanks/ Thanks a lot Youre welcome. Thank you. Youre quite welcome. Thank you very much. Dont mention it. Many thanks. Not at all. Thank you for your kindness. No problem. Thank you for your trouble. My pleasure. I appreciate your kindness. Its my pleasure. Im very grateful to you. Its really nothing. Thats very kind of you. Its my pleasure to help you. Way to recommend or advice people May I recommend .. May I suggest You should . I think you should .. Problem: The guest has got headache. - May I recommend you to go to the health club. Our doctor is there to help you. Problem: The guest wants to buy some souvenirs. - May I suggest the hotel plaza. There are a lot of interesting souvenir shops there. Problem: The guest wants to walk around for sight seeing. - I think you should bike around. We have a bike for guest to use for gathering around the hotel and along the beach.

Expression for a doorman - Good morning /afternoon / evening - Welcome to Beach Paradise Hotel - Were happy to have you with us. - How many bags, sir / madam? - Are these all of your luggage, sir /madam? - Where would you like to go, sir / madam? - Here is a map of the city to help you. - Let me draw a map for you. - Its within walking distance. - Its five-minute walk. - Its too far to walk. - It takes fifteen minutes by taxi. - It takes one and a half hours by bus. - Shall I call a taxi for you, sir / madam? - It should cost up to one hundred baht. - Goodbye, sir / madam. I hope you have a pleasant trip. - Happy journey, sir / madam. - I hope you enjoy staying with us. - Itll be a pleasure to have you with us again. Expression for a bellman or a porter - May I take you baggage, sir / madam? - Is that your bag, sir / madam? - Is that all, sir / madam? - This way, please, Mr. Smith. Your room is on the ninth floor. - To your right, please. - To your left, please. - This is your room, Mr. Smith. - The light switches are here. - The switches on the bedside table are for television, radio and bedside lamps. - The remote control for television is here. - We offer 15 channels include local channels and international channels. - This is the bathroom and here is the light switch. - If you want the air-conditioning, just turn this knob. - There are hangers in the closet here. - Would you like me to hang up your suit, sir? - If you use the electric razor, the plug is here. - The electricity is 220 volts, not 110. Do you have a transformer? - Please call room service if you would like to have some food in your room. - If I can be of any service, please call the Bell Captain. - I shall be glad to serve you.

Location, Direction and Transportation

Could you tell me where.is? the way to? where can I find a..? Is there a..nearby? Its about aminutes walk. Your best bet is to Carry straight on until you seeand Then Youll find it on your left /on your right /opposite /on the corner. Questions to ask for location and direction

1. Can you tell me the way to the bus stop? 2. Can you direct me to the cinema please? 3. Im looking for the post office. Can you help me please? 4. How can I get to the railway station? 5. Could you tell me where the shopping center is?

Handling Problems and Complaints in a Restaurant or Room Service Asking the guest if there is a problem Excuse me, but is something the matter? Is there a problem, (sir)? Apologizing Im so sorry (about this). Im terribly sorry (about this). Please accept (our/my) apologies. Taking action: about the food Shall I bring you another one? Ill bring you another one right away. Ill change it right away Would you like your () cooked a little more? Would you like to order something else instead? Ill speak to the chef, and see what we can do. Ill have the kitchen prepare another one. Would you like some () while you are waiting? About the service Ill attend to it right away. Ill look into the matter at once. One moment, please, and Ill see what I can do. Ill see about your order right away. Excuse me, (sir). It will be about another (10) minutes. Your food will be ready in about (5) minutes. (Apologize if there has been a delay.) Thank you for your patience. Im afraid (name of dish) takes quite a while to prepare. Just a moment, please. Let me bring you my Supervisor. About the air conditioning Ill turn the air conditioning (down / up / off). May I move you to a warmer place? About the table Im afraid all the tables (near the window / in the Non smoking area) are taken. Ill let you know as soon as one is free. Im sorry, but the restaurant is very full at the moment. This is the only table I can offer you. Accidents and spillages Let me help you, (name). Allow me. Ill fetch you a (towel / some water). I do apologize for the accident, (name) May I have it dry cleaned for you? May I replace the (name of dish)? An Engineering problem in the guests room I will report this to engineering right away. Thank you for letting us know. Handling Room Service Problems and Complaints Dealing with complaints made to a Waiter When an item is missing

Dealing with Guests Complaint

- I am sorry, (name). Let me check the order. One moment, please. - I will bring the (name of the item) Right away. - I am very sorry, (name). When the food is overcooked, burnt, tough, off, sour, bad or cold - I am sorry, (name). I will change it right away. - Please accept our apologies. When the food is undercooked - I am sorry. I will ask the kitchen to cook it a little longer. - Please accept our apologies. - I am sorry about the delay. - Im sorry. Let me check the order - Im very sorry. We have made a mistake. - I will take it away and I will take it off your bill. - Im sorry about the delay. I will take care about your order right now.

Dealing with guests request

Dealing with guests request Saying that you can provide something - I will take care of the matter right away. - I will bring one for you right away. - I will change it for you right away. Saying that you cannot provide something - Im sorry but its against the hotels rules. - May I suggest? - Im very sorry. The is not available, sir. - We can offer you instead. - Would this be alright? Offering service - If you need any more, please tell .. - Would you like any more - Is there anything else I can do for you? Saying that you are not sure, if you can provide something - Im sorry. Im not sure. Ill find out right away. - Please excuse me. Ill find out /ask someone right now. Making permission to do something - May I come into your room? - May I leave you now? - May I close the window? It is quite cold.