r

1 WelcolTling guests

2
C0l
Conversations '
1 Sarah works in Reception at the Metro Hotel. She is checking in a guesf.
01 Listen to the conversation.
CDI
Sarah Good afternoon, madam. I 'elcome fa the 'lefro Hotel.
Guest Good afternoon. My name’s Caroline Brown. I have a reservation.
¢heckir
0f course, Ns Brown. One moment, please. Yes, here it is. One
Sarah double room for three nights.
evening.
That‘s correct, Could I have a room on a lower lloor. please? l/l/’elcome /r
Guest
I don’t like using the lift. Would I ifiai/e
Sarah Is the second floor 0K? Please si
Guest Yes, that’s perfect. TI\ank you.
Sarah Could I have your credit card, please?
Guest Yes, here’s my YISA card.
Sarah Tha rid you . No u 're in P o o rTi 209. Ptease sign here. And would
you tike a wake-up calt?
Guest
0h, yes. Could I have a wake-up call at I.30 tomorrow, please* Sarah calls Caro women.
Sarah
Of course, 6.30. Would you tike a newspaper?

é Hotel & Hospitality English

 Welcoming guests I Unit 1

Guesl YES, I'd like Th0 Times every

morning, please. And what time's
b( E' ak
Sarah BreakfaS( is between 7.00 and 10.30.
Guesl Titank you.
Sara Enjoy your stay, Ms Brown.
h

Before Sarah kn'ows the guest's name she calls Ms Brown madam. In British
English it is polite to calf female guests madam. In American English ma’am is used.

In British English the word is /iff. In American English it is elevator.

The ground floor in British English is the first floor in American English.

2 Listen to the conversation again and answer these questions.

1 Does Ms Brown ha\ie a reservation?
CD1
2 What kind of room does she ask for?
3 Why does she want this kind of room?
4 What time does she ask for a wake-up call?
5 When does the hotel serve breakfast?

Checking in
Good morning / Good afternoon / Good
i Youldyou like a wake-up call?
eveni
I/I/e/come to the Metro Hotel. Would’you like a newspaper?
Could I have your credit card, please? Breakfast is between ... and... .
Please sign here. Enjoy your stay.

Language tip

Sarah calls Caroline Brown ’Ms Brown'. Ms can be used for maFried or unmarried
Women.

Hotel & Hospitality English 7

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5 your have Could I credit ca rd, please

c 5 Listen to these tin
03 1 11.3 0 3 10.
CD1 2 7.00 4 12.

4 Complete the sentences in this conversation. Then listen to Track 02 to You are at Recept
02 check your answers. 04-06 check in the gues
CD J CD1 Then listen to Tra
Sarah Good afternoon, sir. (J ] to the Star Hotel.
You \Say hellc
Guest Good afternoon. My name’s George Melas. I have a (2) Guest Hello. m\

Sa ra h Of course, Mr Me(as. One [3j , please. A single room for You tAsk for §
two nights ?
Guest Here's m
Guest Yes, that’s right. Could I have a room on a quiet (¢] , please? You \Ask que.'
Sarah I will put you on the top (5j . Is that 0K? Guest Yes. I wo
Guest Yes, that's great. Thank you. You |Con tirm
Guest Yes. Cou
Sara h Could I (6j your (7) ca rd, p lease ?
You Isay yes.
Guest Here you are.
Guest What tin
Sara h PledS9 [8) here. Thank you. You I Tell que
Guest Co u Id I have a (9j call a t 8 0'Clock tomorrow, please ?
Sarah Yes, of course. T hope that you | 0j your stay. Mr Melas.
Guest Thank you.

8 H Otel & H ospita City Eng fish

 Listen o
03 111.30
CDI 2 7.00
You are a I c. ;›«. i .'new i a guest arrives. Read the cues given and
0ó -05 check in the guest. Play Tracl‹ 0¢ and speak after the beep. You start.
CD 1 Then listen io Track 05 to compare your conversation.
You
tsay hello to quest in a friendly way. ì
Guest
Hello, my n ame’s Yang. I h ave a reservation for one nigh t.
You
|Ask for quest’s credi't card.
Guest
Here's my VISA card.
You
|Ask gues t if she wants a wake-up call.
Guest
Ye s. I wou Id like one a t ó o’c lo ck tomorrow morning, piea se.
You
|Con firm time and ask guest if she wants a newspaper in the morning.
Guest
Yes. Could I have a hall Street Journal, please?
You
|Say yes. ì
Guest
What t ime’s breakfast?
You
l Tell guest 7.00 to /0.60 and wish guest a nice stay in the Noie/. )

Hotel & H o sp i tal ty E g li s 9