Unit 1 Introducing the Hotel
Introduction
Hello, Im Charlotte from reception. This is
my colleague David. Welcome to our hotel!
The Hotel Europa is a very comfortable four-
star hotel and we will do everything we can
to make your stay a happy one.
I would like to show you some of the
amenities available to our guests, and some
of the things you can enjoy during your stay
here. Would you like to follow me?
Activity 1
Move the cursor over the picture and
discover the hotel.
This is the lounge.
This is the bar.
This is the restaurant.
This is the outdoor pool.
This is the fitness centre.
This is the spa.
These are the lifts.
These are the shops and services.
And here we are back at the reception.
(Image of Charlotte. Image of David. Sound Comentrio [ESHTE1]: Another
recording 1). female name that would work well is
Sara.
Comentrio [ESHTE2]: This
seems like a very nice choice for the
name of the hotel.
(Series of small images of different parts of
the hotel. When the user moves the cursor
over the picture, it enlarges and we hear the
sound). Comentrio [U3]: Id rather keep it
simple, with just one structure.
(Sound Recording 2) Comentrio [ESHTE4]: Instead of
using only the structure this is/ these
are, why not saying here is/are as
well?
Click to go to Grammar 1 (This is / These are)
Click to go to Vocabulary 1 (amenities and
services at Hotel Europa, illustrated by
images)
Click to go to Local Facts and Culture 1: the
star classification system for hotels in your
country.
Activity 2
Label the pictures Comentrio [U5]: Drag and drop
would work fine. I didnt use it here
(Images of the same items with a box below, because I knew there would be a lot of
(The user writes This is the outdoor pool in drag and drop exercises later on.
the box below the appropriate picture). to fill in with the correct word). Compromise: label the picture from a
(click here to see the answers) list (which includes some false
possibilities too.
Choose from the following list:
Click to go to Grammar 1 for singular/plural Comentrio [ESHTE6]: Either here or
in another activity, we could also use a sort
Lounge (this is / these are). of drag and drop activity to match the
Bar names of facilities or services with their
corresponding icons this visual
Restaurant information is usually the one guests are
Fitness centre given on hotel websites/leaflets. E.g.
http://www.istockphoto.com/stock-
Sauna illustration-11962191-hotel-facility-icons-2-
Turkish bath of-2-prime-series.php . Its true that there
Spa are many similar activities in existing
material
Lifts
Stairs
Shops and services
Hairdresser
Florist

Activity 3
Enjoying the amenities
Look at Grammar 2. Choose the right
answer: present simple or present
progressive.
(example)
This is the lounge. The lounge is reserved for
guests. One of our guests is reading the
newspaper. Some others are having a coffee.
This is the bar.
We open at 11h00 and close at 02h00.
We are opening at 11h00 and closing at
14h00.
(Illustrated with images showing either a
notice or the activities)
(multiple choice: choose one of the two
possible answers)
Right answer: green
Wrong answer: red X
Comentrio [U7]: Good idea.
Comentrio [ESHTE8]: Cultural
Click to go to Vocabulary 2: how to tell the link about saying the time? 11h00 or
time. 11am or 11 oclock for instance.

This is the restaurant.

We have a wide range of local and
international cuisine.
We are having a wide range of local and
international cuisine.

This is the outdoor pool.

As you can see, we get ready for the fashion
show this evening.
As you can see, we are getting ready for the
fashion show this evening.

This is the fitness centre.

It is open to guests 24 hours a day.
It is being open to guests 24 hours a day.

This is the spa.

We have over 20 different kinds of treatment
to choose from.
We are having over 20 different kinds of
treatment to choose from.
Over there, some guests enjoy hydrotherapy
treatment.
Over there, some guests are enjoying
hydrotherapy treatment.

These are the lifts.

Lift number 2 is out of order at the moment.
The maintenance team do a safety check. But
the other three lifts all work normally.
Lift number 2 is out of order at the moment.
The maintenance team is doing a safety Click to go to Grammar 2: present simple
check. But the other three lifts are all working versus present progressive
normally.

These are the shops and services.

The gift shop is open every day from 10h00 to
21h00.
The gift shop is being open every day from
10h00 to 21h00.
The hairdressing salon is closed this month.
As you can see, they redecorate it.
The hairdressing salon is closed this month.
As you can see, they are redecorating it.

Activity 4 Comentrio [U9]: Arent they

Questions about the rooms
Charlotte takes a phonecall asking for
information. Drag one of the possible
answers into each of the boxes in the
conversation:
C: Good morning, Hotel Europa, this is
Charlotte speaking, how may I help you?
G: Yes, hello, my name is David Smith. Im
calling about a possible reservation, but I
would like to ask you a few questions about
supposed to be able to resist
irritation?
Comentrio [ESHTE10]: In the
end, this might seem like a very
(Drag and drop from 4 possible alternatives: annoying guest which perhaps makes
the activity somewhat irritating for the
trainee. Is it possible to shorten the
there is conversation or to divide it into two,
there are perhaps?
is there
are there)
the rooms.
C: Yes, of course, Mr. Smith. What would you
like to know?
G: Well, the first thing I would like to ask you
is this: _________ a view?
C: Certainly, Mr. Smith. All of our rooms have
views. From some of the rooms ________ a
view over the park, and from the others
______ a view over the sea.
G: Oh, right. And how many rooms ________
with a view over the sea?
C: 40. They are the most popular rooms, as
you can imagine. Would you like me to
reserve one for you?
G: In principle yes, but _______ are one or
two other questions I would like to ask, if
possible.
C: Of course, Mr. Smith.
G: _________ an indoor swimming pool?
C: Im afraid not, but _________ a wonderful
heated outdoor pool with bar service and a
marvellous view over the sea.
G: I see. And __________ air-conditioning in
the rooms?
C: Yes, of course. All our rooms are fully air-
conditioned.
G: And ________ carpets on the floor?
C: No, all our rooms have marble floors.
G: Oh good, I have allergy problems and its
very difficult for me when _______ a carpet
in the room. Just one more question, if I may.
C: Of course, Mr. Smith.
G: ______________ a good wi-fi connection
in the rooms?
C: Yes _______ . Its available in your room
and in the lounge and the lobby, and its
complimentary for all our guests. We will give
you the password when you check in.
G: OK, wonderful! Thank you very much for
the information. So, could I confirm my
reservation?
C: Yes, of course Mr. Smith. One moment,
please.
Now listen to Charlottes conversation and
check your answers.
Activity 5
Making the description more attractive
Click to go to Grammar 3: present simple with
there is/there are Comentrio [U11]: OK, but again
Im trying to keep it to one form in the
interests of simplicity. In the grammar
Click to go to Vocabulary 3: amenities in the link we can indicate that this form is
room also possible.
Click to go to Grammar 4: the indefinite Comentrio [ESHTE12]:
article a/an Wouldnt the verb to have be more
appropriate here: Does it have a
view? The answer then uses the verb
to have.
Comentrio [U13]: I prefer the
original expression.
Comentrio [ESHTE14]: Not yet?
Comentrio [U15]: It happens to
me all the time. I always try to avoid
carpets!
Comentrio [ESHTE16]: Is this
really necessary?
Comentrio [U17]: I agree. The
whole thing is getting closer to B1 than
to A2, but in a sense its inevitable
given the need to use modality for
politeness. However, if they can learn
adjectives like good and nice they
can also learn wonderful and
marvellous. Then its just a question
(Sound recording 3) of putting them in the right order,
which they will learn easily by looking
at the grammar link.
Comentrio [ESHTE18]: We are
not so sure if some of the examples
presented in this activity really
correspond to those of an A2/B1
activity. What do the other partners
think?
Look at Grammar 5 and notice the order of
adjectives before a noun in English

Using the adjectives in brackets, put them in (Drag and drop into a table)
the correct order to complete the
description.

Example:

The Hotel Europa is a delightful, comfortable

four-star hotel.

We have a _____ / ______ / _______

(outdoor, wonderful, heated) pool with a
_______ / _________ (ocean, marvellous)
and a garden full of (green, tropical, lush)
plants.

Our restaurant serves ______ / ________

(modern, Mediterranean) specialities with a
________ / _________ (local, fascinating)
twist.

______ /________ / ________ / ________

(contemporary, seventy, comfortable, all of Click to go to Grammar 5: order of adjectives
the) rooms have a (panoramic, beautiful) before a noun
view over the sea or over the park.

Activity 6
Making the description even more attractive

Look at Grammar 6 and notice how to

combine an adverb with an adjective to
produce a convincing description of the
hotels amenities and services.

Example: you can have a wonderfully

refreshing drink at the terrace bar. (Drag and drop into the space from a single
list of adverbs)
All the rooms are _____________ decorated.

The bathrooms were _________ refurbished

last year.

Our room service is _________ efficient.

The restaurant serves a range of _________

tempting modern specialities.

The Hotel Europa is a _______ restored early
20th century building.
Our fitness centre is _______ equipped.
Our guests can rely on our ___________
competent reception staff for all their needs.
Grammar 6: explains what an adverb is, how
it is normally formed and how it can be used
to qualify an adjective
Vocabulary 4: using dictionaries to see what
is the adjective and what is the adverb

The hotel provides ________ high standards

of service

Choose from this list:

Individually
Highly
Reassuringly
Fully
Irresistibly
Completely
Beautifully
Uncompromisingly

Activity 7
Describe the hotel where you work.

Using all the language you have learned

during this unit, complete the following e- (complete the e-mail form using free text,
mail in answer to a request for more and click here to send it to your online
detailed information about the hotel where support teacher)
you work.

(e-mail form)

To: reservations@hoteleuropa.uk
From: francisco.lacerda@pmail.pt

Dear Sirs,

I would be grateful if you could send me more detailed

information about the amenities available at your hotel. I
would especially like to know if you have a fitness centre
and spa, and also what the rooms are like.

I look forward to hearing from you,

Francisco Lacerda

To: francisco.lacerda@pmail.pt
From: reservations@hoteleuropa.uk

Dear Mr. Lacerda,

 Thank you for your interest in our hotel. We are pleased to
send you the information you requested.

(write a paragraph about the fitness centre and spa here)

(write a paragraph about the rooms here)

Please let me know if we can be of further assistance.

Yours Sincerely,

(your name)

Unit 2 Enquiries and Reservations

Introduction
Nowadays many people make reservations by (image of a reception desk with a telephone
using the internet. But there are still a lot of and some printed e-mails)
people who prefer a personal contact, and it
is very important for front office and guest
services staff to provide clear information
and a welcoming attitude when dealing with
telephone or e-mail enquiries.

Activity 1

Choose an expression from the list below

which would help Charlotte to answer a
phonecall. Tick the expression you think is
most appropriate:
(tick the correct box)
Yes?
Right answer: green
Hello? Wrong answer: red X
Hi, Im Charlotte, who are you?
This is reception, what do you want?
Good morning, Hotel Europa, this is
Charlotte speaking. How may I help
you?

This must be the easiest exercise you have

ever done! What do you notice about the
answer you have chosen?

Charlotte tries to deal with the issue

as quickly as possible so she can
continue her work.
She is polite but friendly, and shows
that the call is important to her.
She mentions the hotel name.
 She gives the caller her own name as
well.
She asks what the customer wants.
She offers to help the caller.
She uses a polite form to speak to the
customer.

Activity 2
Modal verbs

Modal verbs are used in English to make our

statements and questions less direct, and
therefore more polite. Notice the difference
between the 2 forms below:

Whats your name? Very direct. It

sounds rather too
informal for dealing
with a guest.
Could you tell me Indirect question,
your name, please? using a modal verb,
in this case could.

In Front Office and Guest Services, modal

verbs can help us to sound more polite
towards our guests when we are:

a) asking for information

b) making a request
c) offering to help
d) making a suggestion
e) promising to do something.
Grammar 7: different examples of using
Look at Grammar 7 to see how modal verbs modal verbs for each of these 4 functions
are used for each of these functions

Look at these ways of making a request, and

order them from 1 to 10, in which 1 is the
most direct/informal and 10 is the most
formal. (write a number from 1 to 10 in the box on
the left)
Could you open the window, please?
Would you open the window, please? (click here to see the answer)
Might I ask to you open the window,
please?
Do you think you might be kind
enough to open the window, please?
Open the window!
Can you open the window, please?
Please open the window.
Do you want to open the window?
Would you be so kind as to open the
window, please?
Would you mind opening the window,
please?

Activity 3
Alice is the telephonist at the Hotel Europa. (image of Alice)
When Charlotte and David are busy, Alice (image of Charlotte)
often answers the incoming calls. (image of Francisco Lacerda on the phone)

Choose a modal verb from the list and drag

it into the correct space in the conversation.

A: Good morning, Hotel Europa, this is Alice

speaking. How ____ I help you?
F: Oh, hello, yes, I _____ like to make a
reservation, please.
A: Just one moment, sir, I ____ put you
through to reception.
F: Thank you.
()
C: Good morning, this is Charlotte from
reception. How ____ I help you?
F: Hello, good morning. Im calling because I
____ like to make a reservation with you for
June.
C: Certainly, sir. _____ I ask you if you have
specific dates in mind? Or ____ I make a
Vocabulary 5: telephone language, including
related phrasal verbs.
Vocabulary 6: e-mail language
Vocabulary 7: language for bookings
Local Facts and Culture 2: differences in
vocabulary used internally and vocabulary
used when communicating with the public,
i.e. Front Office and Guests Services versus
Reception
Local facts and Culture 3: titles e.g. Mr.
Smith, Ms. Smith, Sir, Madam, etc.
Comentrio [U19]: Exactly. So lets
leave it as it is.

suggestion? We have some very attractive Comentrio [ESHTE20]: Before

this she should perhaps ask his name
offers for certain dates in June. so that the call can be personalised
F: Oh really? _____ you tell me more about from then on. But in this case it makes
that, please? more sense that she only asks the
name when shes taking his details to
C: Yes of course train spelling names.
()

F: OK, that sounds perfect. ____ I do the

booking over the phone with you?
C: Yes, of course sir. I just need one or two
details from you and we ____ send you an e-
mail to confirm all the details.
F: Fine.
C: Well sir, _______ you tell me your name,
please?
F: Francisco Lacerda.
C: Im sorry sir, ____ you repeat your
surname please?
F: Yes, of course. Lacerda. Its a Portuguese
name. ____ I spell it for you?
C: Yes, please, if you _____ mind.
F: OK, so thats L-A-C-E-R-D-A. Lacerda.
C: Thank you very much Mr. Lacerda. And
____ I ask you for a credit card number, to
confirm the booking? Of course, this is just to
guarantee the reservation. Nothing will be
charged to your card before departure.
F: Yes, of course. Its a European Express
card, and the number is 1224 5678 91011.
C: ____ you tell me the expiry date, please?
F: March 2019.
C: And _____ you tell me the 3 digit code on
the back of the card, please, Mr. Lacerda?
F: Yes, its 123.
C: Wonderful, thank you very much Mr.
Lacerda. Just one more thing: _____ I ask you
for a telephone contact and your e-mail
address please?
F: My e-mail address is
francisco.lacerda@pmail.pt, and I ___ give
you my mobile contact since I will be
travelling. Its 00 351 990 123123.
C: Perfect. Thank you very much, Mr.
Lacerda. I _____ send you an e-mail just to
confirm the booking, and we look forward to (Sound recording 4)
welcoming you to our hotel in June!
F: Thank you. Bye.
C: Goodbye!

Listen to the conversation and check your

answers.
Activity 4
Spelling, numbers and dates
Spelling
Look at the following table, which will help
you to pronounce the sounds of the letters
in English. Notice how the letters are
grouped according to similar sounds.
(ideally: the user moves the cursor over the
letters of the alphabet and hears the
pronunciation of the letter)
(Sound recording 5)
Comentrio [U21]: Right, and Joo
and Carlos tell me its viable.
Comentrio [ESHTE22]: This
seems like a good option.

/ei/ /ai/ /i/ /o/ /e/ /a/ /u/

A I B O F R Q
H Y C L U
J D M W
K E N
G S
P X
T Z
V

Now listen to these guests spelling their

names and write them down on the notepad
below:
(sound recording 6)
Hotel Europa **** My name is Pierre Leblanc. Thats P-I-E-
Notes double R-E, and then L-E-B-L-A-N-C Comentrio [U23]: I agree, but
My name is lvaro Guipzcoa. Thats A-L-V-A- this will be a local facts and culture
1 link. Partners need to find out in their
R-O, and then G-U-I-P-U-Z-C-O-A. home countries which of these
My name is Raquel Vasconcellos. Thats R-A- systems is used to help with spelling.
2 Q-U-E-L and then V-A-S-C-O-N-C-E-double L- Can you all ask the local hotels?

O-S. Comentrio [ESHTE24]: It would

3 be important to include a phonetic
4 the phone (P for Paris; A for
Click here to check you answer.
Numbers
Move the cursor over the numbers and
listen to the pronunciation.
1 2 3 4 5 6 7 8 9
My name is Graham Illingworth. Thats G-R-A-
H-A-M and then I-double L-I-N-G-W-O-R-T-H.
Click to go to Local Facts and Culture 4: Alpha
Bravo Charlie etc.
(sound recording 7)
0 Numbers 0 to 9
alphabet to make sure that
staff/clients really understand the
letters that are being pronounced on
Amsterdam,etc). This could be the
NATO phonetic table, also known as
the International Radiotelephony
Spelling Alphabet (perhaps too
militaristic?) or another one
(http://www.bckelk.ukfsn.org/phon.ful
l.html). The capital cities one would
perhaps work better, but hotel
partners in the project can be of help
here to tell us which is the one they
adopt. Its interesting to see the
differences of usage in the different
languages.

Now listen to the same guests giving their Click to go to Local Facts and Culture 5:
telephone numbers and their credit card pronunciation of the number 0 in different
numbers, and write them down on the contexts, e.g. Oh, zero, nought, nil, love (in
notepad below: tennis), etc., plus pronunciation of 22 in a
telephone number:double two, or 2222:
double two double two.

Hotel Europa ****

Notes (sound recording 8)

My telephone number is 0033 17 99 05 74 11

1 My credit card number is 9755 236447 93191

2 My telephone number is 0034 99 122 7777

My credit card number is 2899 455779 32210

3 My telephone number is 00351 952 997 349

My credit card number is 2100 219037 2420

4 My telephone number is 0044 1499 7238064

My credit card number is 9044 711399 68200

Click here to check your answer.

Dates

Look at the calendar for July. Move the

cursor over the dates and listen to the (sound recording 9):
pronunciation Tuesday the first of July, Wednesday the
second of July, Thursday the third of July,
July 2014 etc.
Mon Tue Wed Thu Fri Sat Sun
1 2 3 4 5 6
7 8 9 10 11 12 13
14 15 16 17 18 19 20 Click to go to Vocabulary 8: dates and the
21 22 23 24 25 26 27 way to say them
28 28 30 31

Now listen to the same guests telling you

the dates for their reservations, and write
them down on the notepad below:

Hotel Europa ****

Notes
(sound recording 10)

1
I would like to stay for three nights, starting
on Friday the 4th of July.
2
 I would like to make a reservation for the
nights of the 12th, 13th, 14th and 15th of July.
3
I would like to book the whole week, starting
on Sunday the 20th and checking out on
4 Sunday morning, the 27th.

I would like to confirm a booking for the 30th

and 31st of July.
Click here to check your answer

And now you deserve to relax with a glass of

champagne. After all, youve just confirmed 4
bookings!

Activity 5
Sending an e-mail to confirm the booking.

Label the following e-mail with the words in Click to go to Vocabulary 7

the list below:

Thank you for sending your credit card details to confirm

your reservation at Hotel Europa. Please print this e-mail as
your reservation confirmation and proforma receipt for
your booking.

Contact Details
lvaro Guipzcoa
Avenida del Mediterraneo, 21
41014 Sevilla
Spain
0034 99 122 7777
amg@hispamail.es
Air IB235 arriving 14h50
Yes

Transfer Required:
Telephone:
Guest Name(s):
Arrival Method:
Country:
Address:
Email Address:

Reservation Details
 XZ3514
Sat 12 July 2014 - Wed 15 July 2014
4
Deluxe Double with sea view
1
2adults
GBP 150,00 / night
Rates include all applicable taxes
GBP 600,00

Total Payable:
Arrival/Departure:
Occupancy:
Number of Rooms:
Reservation No.:
Number of Nights:
Room Type:
Room Charge:

The Cancellation Policy for Hotel Europa can be viewed at

www.hoteleuropa.uk/policy If you entered credit card
details to confirm your reservation, you have
acknowledged reading our Cancellation Policy and your
credit card will be charged according to the terms stated.

Should you wish to amend or cancel this reservation,

please visit www.hoteleuropa.uk/resamend or contact our
reservations staff by email at reservations@hoteleuropa.uk
. Please quote the reservation number, e-mail address,
guest name and dates of stay in all correspondence.

For further information about Hotel Europa, please visit

our web site at www.hoteleuropa.uk .
Unit 3 Check-in
Introduction
Today is Charlottes day off, and so David is in (image of David)
charge of the Front Office and Guest Services. (image of Francisco Lacerda)
Watch David receiving a guest and helping
with the check-in. Dont forget, the important
thing is to make the guest feel welcome, and
so we need to choose a level of politeness
which is neither too formal nor too informal.

Activity 1
How should David begin the conversation
with the guest?

Select the best expressions and drag them

into the boxes to build Davids opening
conversation:

(drag and drop exercise)

Hi Welcome Im What do
to our Dave. you want?
Hello hotel. Who are
Welcome Im you?
to the David. Can I help
Good Hotel you?
morning/afternoon Europa. My May I help
Welcome name is you?
Greetings! to the David. May I be of
Europa. any
Yo! Welcome My assistance?
to Hotel name is Would you
Hi there! Europa. David like some
Please Brown. help?
allow me Do you
me to My want some
welcome name is help?
you to Mr.
our Brown. (ideally: 3 sequences of video or animation.
humble a) If the greeting is too informal, the
hotel. guest says nothing, turns around and
leaves;
Click here to see the guests reaction b) If the greeting is sufficient, the
guest produces an embarrassed smile
but continues the conversation;
c) If the greeting is appropriate, the Comentrio [U25]: They say yes,
guest looks pleased and continues they can (where have I heard that
before?)
the conversation politely.)
Comentrio [ESHTE26]: This
would be quite interesting. We have to
see if Joo and Carlos can do it.
Activity 2 Comentrio [U27]: I can see what
you mean. To make it easier to
understand, Ive filled out the correct
What do you need to do at the check-in? answers.

Comentrio [ESHTE28]: This

Tick the boxes referring to the things you activity might not work well with some
trainees. Sometimes it depends on the
need to ask the guest: hotel policy (first box) and facilities
available in each hotel (second box).
Passport or ID card (tick the correct box)
Credit Card Right answer: green
X Cash payment Wrong answer: red X
X Bank guarantee
Fill out the registration form
Help with the luggage
X Help with parking the car
Number of room card keys
Help with anything else

Now tick the boxes with the things you need

to tell the guest:
(tick the correct box)
The room number Right answer: green
The floor Wrong answer: red X + too informal! / too
Where the lift is formal!
X Where the bar is
X Where the restaurant is
X Where the swimming pool is
Where the guest can find help and
information if s/he needs it
Enjoy your stay!

Activity 3

Asking politely

Choose the right way to ask these questions: Multiple choice with more than one possible
correct answer
May I take a scan of your passport please? Right answer: green
Could I just take a copy of your passport, Wrong answer: red X + too informal! / too
please? formal!
Let me see your passport.
Show me your passport, now!
 Wheres your credit card?
I wonder if I could just take a print of your
credit card, please?
May I take a print of your credit card,
please?
Give me your credit card.

You have to fill out this form

Could I ask you to fill out this form please?
Would you mind filling out this registration
form please?
Would you be so kind as to just provide a
few personal details on this form, please?

May I help you with your luggage?

Do you want some help with all those
bags?
Would you like me to get the porter to
help you with your luggage?
Why did you bring so much luggage?

Do you want one or two key cards?
How many key cards would you like?
May I ask how many key cards you would
like?
Choose a number between one and three.
If we can do anything to help, please dont
hesitate to contact reception or the
concierge.
If you want anything else, ask that guy over
there.
We are here to help if you need anything
or have any questions.
We remain at your disposal should you
require any additional assistance of any
kind.
Click to go to Grammar 8: imperatives and
when (not) to use them.
Click to go to Vocabulary 9: phrasal verbs
related to hotel front office: check in, check
out, fill in , fill out, take up, bring up, settle in,
etc.
Comentrio [ESHTE29]: Is this
usually a choice? Is it that usual?
Comentrio [U30]: If youre
travelling with someone else, e.g.
husband/wife, it happens all the time.
Comentrio [ESHTE31]: Suggesti
on replace bloke by guy. You
wouldnt believe how many trainees
would tend to use this word
Comentrio [U32]: OK, Ill change
it then.

Activity 4
Giving information politely

Choose the right way to give information

politely:

This is your key card, Mr. Lacerda. Right answer: green

Here. Its your key card. Wrong answer: red X + too informal!

Your room number is 214. Its on the

second floor, with a view of the pool.
 Up to the second floor and the numbers
on the key.

The lifts over there.

You will see the lift over there on the left. Click to go to Grammar 9: impersonal you

I bet youre starving. The foods over there.

You will find our restaurant on the right,
opposite the lifts.

Have fun!
We hope you enjoy your stay!
Enjoy your stay!
Dont break anything!

Activity 5
Giving directions in the hotel
Using the visual information below, answer
Mr. Lacerdas questions about where things
are:
Example:
F: Excuse me, David, could you tell me where
the spa is, please?
Yes, of course Mr. Lacerda. You take the lift
to the top floor and its on the left.
(image of a hotel directory the kind usually
found on the walls of lifts showing the floor
on which each amenity is located)
(image of the ground floor plan of the hotel)
Click to go to Grammar 9: impersonal you
Click to go to Vocabulary 10: language for
directions and related prepositions.

Excuse me, David, could you tell me where Comentrio [ESHTE33]: Do

the bar is, please? guests usually address the hotel staff
by their names?
Comentrio [U34]: David
introduced himself in activity 1, i.e. at
Excuse me David, could you tell me where check-in. He probably has a name tag
the restaurant is, please? as well.

Excuse me, David, could you tell me where

the fitness centre is, please?

Excuse me, David, could you tell me where

the pool is, please?

Just one more thing, David. Could you tell me

where the florist is, please?
Activity 6
(image of David and Mr. Lacerda with grim
Look at Grammar 7 (modal verbs) again. expressions)

David and Mr Lacerda obviously arent very

good at English and are not used to using Click to go to Grammar 7
the right level of politeness. As a result, their
conversation sounds too direct. Help them
to achieve the appropriate level of
politeness.

D: Hello, what do you want?

Good morning sir, my name is David. How
may I help you?

F: Well its obvious, isnt it? I have a Comentrio [U35]: Thats the
reservation. Get somebody to help me with whole idea. See yellow text.

my bags! Comentrio [ESHTE36]: This can

perhaps be avoided.
(the user types a full sentence into the box)
D: Whats your name?

F: Lacerda.

D: What?

F: Lacerda. Are you deaf? Comentrio [ESHTE37]: Perhaps

too strong. Can we skip this part?
Comentrio [U38]: Same thing.
Its supposed to be too strong The
D: Show me some ID. I want to take a correct answer will be: Lacerda.
photocopy of it. Then you have to fill out this Should I spell it for you?
form.

F: OK, OK. But where can I put my car?

D: Put your car in the car park, of course. Itll

cost you extra, mind you
Comentrio [U39]: Right, but
dont forget that this is the UK version.
Comentrio [ESHTE40]: Shouldn
F: How much? t we use euros here? Most project
partners use this currency. We can
refer to quid when we refer to
currencies in the check-out/payments
D: Another ten quid a night. How are you part in that topic it would be
going to pay, anyway? With a card? interesting to know about more formal
and informal ways of referring to
money.
F: Yeah.

D: So show me the card then.

F: Here.

D: Right, youre in room 214 on the second

floor. Take the lift over there.

F: Second floor? I want a room with a view!

Why cant I have a room on the top floor?

D: No. Were full.

F: Oh alright then. But at least help me with

my bags.

D: The porters busy. Just go up to your room

and wait. Hell take your bags up later.

F: Right then.

D: Right.

Click here to see an example answer.

Activity 7
A problem with the check-in

Sometimes the guests dont notice the

information about check-in times on the
internet, or on the e-mail which confirms
the booking.
At Hotel Europa, guests may check in at any
time after 14h00. Raquel Vasconcellos, a
guest from Portugal, has just arrived from
the airport. She is very tired, but her room
isnt ready yet. Its 13h00. David needs to do
2 things quickly and politely: apologise to
Ms. Vasconcellos for the fact that she will
have to wait, and try to offer her something
to compensate.
Apologising
Choose an adverb from the list which
appropriately qualifies the word sorry in
this sentence:
Comentrio [U41]: Its happened
to me on several occasions. They have
not, however, offered me any form of
compensation
Click to go to Grammar 6 Comentrio [ESHTE42]: Were
not sure if this situation would really
work. What do the other partners
think?
(drag and drop)

David: Im ________ sorry, Ms. Vasconcelos,

but Im afraid your room isnt ready yet.
Click to go to Local Facts and Culture 6:
really terribly awfully dreadfully apologising in English
extremely

Giving a reason
(tick the right answer)
Choose a plausible reason which Ms.
Vasconcellos may be able to accept: (ideally, the user should see Raquels face to
show the guest reaction to the excuse)
Unfortunately, several of our guests checked
out late this morning because of the wedding
reception we had here last night.

Unfortunately, two of our cleaning staff

called in sick this morning.

Unfortunately, there is a small leak in the

bathroom and our maintenance staff are
repairing it.

Unfortunately, there was a problem with the

fire alarm this morning and so everything was
delayed.

Offer compensation
Which of these offers is the most
appropriate?
Perhaps you would like a bottle of
champagne, while you are waiting?
Perhaps we might offer you some lunch,
while you are waiting?
Perhaps you would like a drink at the bar,
while you are waiting?
(tick the right answer)
(ideally, the user should see Raquels face to
show the guest reaction to the excuse)
(when the user chooses the appropriate
answer, Raquel smiles and says Thank you)
(When this happens, David says Youre
welcome, Ms. Vasconcellos. I will let you
know as soon as your room is ready)
Perhaps we might offer you a free session in
the fitness centre, while you are waiting?

What a day! Fortunately Charlotte will be

back tomorrow, so David will have some
help

Unit 4 Telephone Requests

Introduction
One of the most important tasks of Front (image of a reception desk with a telephone,
Office and Guest Services Staff is to ensure a computer screen and a notepad)
that the guests feel comfortable and have
everything they need. Sound recording 11
Guests frequently use the telephone to
make these requests, so Charlotte and David
need to know how to answer the phone
appropriately.

Activity 1
Listen to the following telephone requests Sound recording 12
from guests. What does the guest need?
Click on the right picture. (14 requests. Following each listening, the
user clicks on the appropriate picture, e.g.
(14 images): Could you bring me an extra pillow, please? Comentrio [ESHTE43]: Another
Clock (wake-up call) The user clicks on the image of a pillow) one could be an iron and ironing
board. Or we could replace this for the
Pillow roses, for e.g.
Bathrobe Instant feedback
Comentrio [U44]: OK, I can i
Towels Right answer: green include the iron as an extra item, but it
Tray with food and drink (room service) Wrong answer: red X will be one more thing for
housekeeping, whereas the roses
Toothpaste come from the florist
Theatre tickets
Comentrio [ESHTE45]: Since
Air-conditioning with a red cross (not these arent going to be the clients
working) exact words, because he/she will say
exactly what he/she wants (e.g.
Shampoo sandwich, coffee, tea, etc), should we
Sewing kit refer here to the other part of the
Bunch of roses course in which we are going to focus
to food and drink - Unit 5 of the F&B
Shirt (laundry) course?
Bottle of Champagne
Comentrio [U46]: The recording
Television with a red cross (not working) will simply say I would like to order a
club sandwich and a glass of white
wine, please.
Activity 2
Which department of the hotel should
Charlotte contact to help the guest?

Drag the image into the right place in the (user drags each image into the right line in
following table: the table, e.g. the bunch of roses into the
florist. If the answer is incorrect, the image
Reception bounces back out of the table)
Housekeeping
Room service
Maintenance
Concierge
Florist

For more information about room service,

please see Unit 5 of the F&B course.
Activity 3
Three requests.
Help Charlotte to answer the guests by
dragging the correct words into the correct
spaces.
Click to go to Grammar 11: using the will
modal to make a promise. This will include
the contraction Ill = I will.
Sound recording 13
Comentrio [ESHTE47]: ? This is
about taking orders. Should we refer
here the first unit about introducing
the hotel suggesting revision in case
of doubt?
Comentrio [U48]: Not sure I
understood this comment.

(sound recording plus image of Graham,

Raquel and Pierre) (user hears the request; drag and drop)

G:I would like to book some tickets for the

concert at the City Hall

P: I need some shower gel

R: The light in the bathroom isnt working

Of course, Mr. Illingworth.

Oh, Im sorry, Mr. Leblanc.
Oh, Im sorry, Ms. Vasconcellos.
Ill ask
Ill ask
Ill ask
the concierge to contact you right away.
Housekeeping to send some up to you
immediately.
Maintenance to fix it for you as soon as
possible.
Sound recording 14 (the answers)
Click here to check your answers

Activity 4 Click to go to Grammar 11: Countable and

uncountable nouns: How much/how
Listen to Charlotte taking some calls from many?; some champagne versus a bottle of
guests: champagne ; some versus any; one versus
some, etc.
Call 1: Pillows are countable
Sound recording 15
C: This is Charlotte at reception. How may I
help you?
G: Hello, this is Graham Illingworth in room
519. I would like an extra pillow, please.
C: Of course, Mr. Illingworth. How many
would you like? Just one?
G: Yes, just one.
C: No problem. Ill ask Housekeeping to send
one up immediately.

Call 2: Shampoo is uncountable

Sound recording 16
C: This is Charlotte at reception. How may I
help you?
A: Oh, yes, erthis is lvaro Guipzcoa in
room 329. Im calling because there isnt any
shampoo.
C: Oh, Im sorry about that, Mr. Guipzcoa. Ill
ask Housekeeping to send some up for you
right away.

Look at these pictures. Choose the correct

answer to each request:

(pic of a bathrobe)

Ill ask Housekeeping to send one up right

away.
Ill ask Housekeeping to send some up right
away.

(pic of several pillows)

Ill ask Housekeeping to send one up right

away.
Ill ask Housekeeping to send some up right
away.

(pic of toothpaste)

Ill ask Housekeeping to send one up right

away.
Ill ask Housekeeping to send some up right
away.

(pic of a teapot and some cups)

Ill ask Room Service to send one up right

away.
Ill ask Room service to send some up right
away.

(pic of roses)

Ill ask the Florist to send one up right away

Ill send some up right away.

(pic of a bunch of roses)

Ill ask the Florist to send one up right away.

Ill ask the Florist to send some up right away. Instant feedback
Right answer: green
Wrong answer: red X

Activity 5 Comentrio [ESHTE49]: It

doesnt seem clear what the trainee
has to do in this activity. To write a
Apologising and offering an alternative Click to go to Local Facts and Culture 6: sentence for each topic? Perhaps we
solution. apologising in English can improve the instructions part. Or
maybe this does not seem quite clear
now just because we cant see the
Four guests telephoned in the last 15 Click to go to Vocabulary 11: linking words activity on the platform. If we could,
probably this comment would not
minutes, asking for different services. make sense.
Comentrio [U50]: Youre right.
Look at the pictures. Using the language in When its on the platform it should be
Local Facts and Culture 6, help Charlotte to clear. The user revises apologies from
LFC6 and learns linking words from
apologise to each guest and offer an V11. Then s/he puts the 2 together
alternative solution. and, guided by the pictures, apologises
and offers an alternative. This is
written into 2 spaces which are then
Example: sent by e-mail to the online teacher.
Pic Francisco Pic bottle Pic bottle
Lacreda Russian Polish vodka
vodka

Im really sorry, Mr. However, we have

Lacerda, but we some excellent
dont have any Polish vodka which
 Russian vodka at we can recommend.
the moment.

Pic Pierre Pic theatre Pic theatre

Leblanc tickets / tickets /
Friday Saturday

Pic lvaro Pic white Pic red roses

Guipzcoa roses

Pic Raquel Pic Pic

Vasconcellos hairdresser / hairdresser
14h30 15h00

Pic Graham Pic Fiat 500 Pic Mini

Illingworth

(complete the e-mail form using free text,

and click here to send it to your online
Click here to send this to your online support support teacher)
teacher
Unit 5 Making suggestions and giving advice

Introduction
One of the most important tasks of the Sound recording
Front Office and Guest Services staff is to
help guests with information about what to
do in the local area and how to get to places.
It also helps if we can give the guests an
informed opinion about the local region, and
make suggestions about where to have
lunch, just to provide one example. In this
unit we will learn how to help Charlotte and
David to provide this kind of information.

Activity 1 Comentrio [ESHTE51]: Since

this is for A2/B1 level trainees, isnt
this activity perhaps too basic,
Look at the pictures below. They show (choose a word from the list and write it in especially since theyve been through
different means of transport. Label the the blank space below each image) some more complex ones already?
Maybe we can find a way of linking this
pictures with the correct word: activity with the next one or just
(this could also work as a drag and drop assume they know this. Perhaps it
exercise) would be interesting to use something
Pic of bus similar to this in an activity about
Pic of coach venues, attractions and leisure
Pic of train Instant feedback activities in this case the vocabulary
Right answer: green they need to know would be more
Pic of taxi appropriate for an A2/B1 level. And
Wrong answer: red X here we should include a link for
Pic of aeroplane
vocabulary on this topic, where we
Pic of tram could also include means of transport,
(ideally: if this is a drag and drop, the word but only as part of the glossary.
Pic of motorbike
bounces back out of the space in the case of
Pic of bike Comentrio [U52]: Youre right, of
an incorrect answer) course, but it wont do them any harm,
Pic of underground and besides they usually dont know
Pic of helicopter Click to go to Local Facts and Culture 7: local words like underground or tram.

transport (this is important, as different cities

within the partnership will have different
forms of transport: just to give one example,
the trams in Bordeaux are not the same as
the trams in Lisbon).
Activity 2
Imagine your mobile phone rings. If you are
travelling at the moment of speaking, which
preposition should you use?
ON or IN? Choose the right preposition to fill
in the blanks in the sentences:
Im ____ the bus going to work.
Im ___ the car going to work. (Make sure
your Bluetooth is connected!)
Im ____ the coach to Paris.
Im ____ the train to Seville.
Im ____ a taxi.
Im ____ a plane to London. (Be careful, this
isnt legal yet!)
Im ____ a tram in central Lisbon.
Im going home ____ my motorbike. (Make
sure your Bluetooth is connected!)
Im ___ a bike, riding around Derry.
I cant hear you very well. Im ___ the tube in
central London.
Im ___ a helicopter, flying over the Tejo
estuary near Lisbon! The view is fantastic!
Activity 3
How do I get there?
Look at the attractions and activities
available in or near Derry. Advise the guests
on the best way to get to these places:
Image of Francisco I would like to visit
Lacerda the whiskey
distillery. How do I
get there?
The easiest way is to go _____ _____.
Image of Raquel I need to get to
Vasconcellos Belfast airport as
quickly as possible.
Whats the best way
to get there?
The quickest way is to go ____ ______.
Comentrio [ESHTE53]: We
understand the idea of having an
activity where we can use these
prepositions, but we shouldnt we try
(blank fill) to think about another activity in
which we could still have the hotel
staff in their working context? As it is,
(Pictures of all the means of transport) this seems like a very general activity
that could be included in a project
such as Welcome, for hotel staff, or
any other. Does this comment make
Click to go to Vocabulary 12: prepositions of sense? Is it possible to articulate this
place, prepositions/adverbials of manner: in, activity with the one on giving
directions?
on, at, close to, not far from, by, on (foot),
Comentrio [U54]: Again, youre
etc. right, but I cant think of a way to
contextualize this into a days work at
the hotel, and at least this is vaguely
related to travel.
Comentrio [ESHTE55]:
Instant feedback
Right answer: green
Wrong answer: red X
Click to go to Local Facts and Culture 8: local
attractions (in the case of the UK version, this
means Derry in Northern Ireland)
Click to go to Vocabulary 12
Sound recording
(the user clicks on the image of the guest and
you hear the question. The user then fills in
the spaces with the correct preposition of
manner and the correct means of transport)
Comentrio [ESHTE56]: Gramma
r link on superlative of adjectives?
Comentrio [U57]: Yes, will do.
Click to go to Grammar 11: comparative and
superlative adjectives.
 Image of Pierre I would like to go to
Leblanc Dublin for the day.
How do I get there?
The best way is to go _____ _______.

Image of lvaro I would like to visit

Guipzcoa the Giants
Causeway. Could
you tell me how to
get there?
The most scenic way is to go _____ _____.

Image of Graham
Illingworth

Click here to check your answer

(sample answers)

Activity 4
Giving directions
Derry is a beautiful small city in Northern
Ireland. It is located near the north coast of
Ireland on the River Foyle, close to the
border with the Republic of Ireland and not
far from the North Sea.
Look at the map of Derry city centre. You
will see several interesting places to visit on
foot, within walking distance of the Hotel
Europa.
Click here to follow Davids instructions and
identify where you are.
(image of David)
From the Peace Bridge go straight ahead, up
Shipquay Street. Turn right at the War
Memorial and go under the arch. After the
arch turn left and then first right.
Click to go to Vocabulary 13: lexical verbs for
giving directions: go straight ahead, turn
right, turn left at the traffic lights, etc.
(map of central Derry: the user listens to the
recordings, follows the instructions on the
map and chooses from a drop-down list or
multiple choice list the correct answer to
describe where s/he is)
Comentrio [ESHTE58]: This
would perhaps be located where Foyle
(Partners can see the PDF map of central Language School is, right? And in the
case of the other language versions,
Derry in the dropbox: thank you Bronagh!) where partners are located (for
Portugal, it should of course be CEL,
because it is in Lisbon city centre).
Sound recording: Davids instructions (the
user cant see this written, but can only hear Comentrio [U59]: Bronagh and I
have agreed to situate it by the river
what is written in italics) (the Peace Bridge is a central point). In
Portugal I would prefer either by the
river in Lisbon or by the sea in Estoril,
because of the view!!!

(the Free Derry Corner)

From the Peace Bridge go straight ahead but

then turn first left. Go straight ahead along
Foyle Street. Cross Orchard Street and
continue straight ahead. Its on your right,
opposite the car park.

(The Foyleside Shopping Centre)

Cross the river using the Peace Bridge. On the

other side, turn right across the park until you
see a roundabout. Take the first street on the
left and go up the hill. Cross 2 streets and its
on the left.

(The Waterside Theatre)

From the Peace Bridge go straight ahead but

turn first left and then first right again after
the library. Go straight ahead and turn right
at the second arch. Go up the hill and turn left
at the crossroads.Its just down the hill on the
left, after the Deanery.
Instant feedback
(St. Colombs Cathedral) Right answer: green
Wrong answer: red X
T

Activity 5
Your turn to give directions!

Using the map of Derry city centre, give

directions to help a visitor find the
following:

The Heritage Tower (free text to fill in the blank space with
directions)

The Bogside Murals

The Cinema

The Workhouse Museum and Library

The Verbal Arts Centre

Click here to send this to your online support

teacher.
Activity 6
Using the grammar, vocabulary and local
facts and culture links, help David to make a
suggestion or recommendation related to
each guests visit.
Click to go to Vocabulary 14: expressions for
making suggestions/recommendations
Click to go to Grammar 7
Click to go to Local Facts and Culture 8

Example:

Image of lvaro I would like to visit

Guipzcoa the Giants
Causeway.
Perhaps I might make a suggestion. There
is an excellent restaurant in We can
recommend it for lunch.

(This activity concludes the unit and invites

the user to articulate all the information in
Image of Francisco I would like to visit
the unit)
Lacerda the whiskey
distillery. How do I
get there?

Image of Raquel I need to get to

Vasconcellos Belfast airport as
quickly as possible.
Whats the best way
to get there?

Image of Pierre I would like to go to

Leblanc Donegal for the day.
I hear its really
beautiful. How do I
get there?

Image of Graham I would like to visit

Illingworth Dublin. Is it far?

Click here to send this to your online support (Can we send these free-text responses to
teacher the online teacher?)
Unit 6 Dealing with complaints

Introduction

Where there are people, there are (ideally, an image of a hotel reception with
problems. No matter how well-organised we one piece of animation: a phone ringing)
are, or how well-planned things are,
something usually goes wrong.
At the hotel, the important thing is to be
quick and polite when solving the problems.

(lets try to find the footage of Inspector

Clouseau in the pink Panther saying There is
a minkey in my room
Activity 1
Identify the objects in a hotel room
Comentrio [ESHTE60]: A good
laugh to start the day -
http://www.youtube.com/watch?v=dc
_Ycnqm1Cc
Comentrio [U61]: Thank you,
Click to go to Vocabulary 3 Ana, for the link. Lets hope its not
protected by copyright.

Drag the right word from the list into the (drag and drop)
space below each picture: Instant feedback
Right answer: green
Image of a bed Wrong answer: red X
Image of a bathroom
Image of a door
Image of curtains
Image of an air conditioner
Image of a flat screen television
Image of an i-pod docking station
Image of a sink
Image of a shower
Image of a wardrobe
Image of a hairdryer
Image of a remote control (for the TV)
Image of a minibar
Image of a tap (in the bathroom)
Image of coffee cup
Image of coffee machine
Image of sheets
Image of pillows

(words for the above objects, to drag and

drop onto the correct image)
Activity 2
Identify the problem.

Listen to the guests on the phone and click Sound recording: (the user hears the guest on
on the image which shows the problem. the phone and clicks on the correct picture)

Pic of sink half-full The air conditioning isnt working.

of water The bed isnt made.
Pic of air There is a cracked coffee cup.
conditioning The sink is blocked.
Pic of hairdryer The hairdryer is broken.
There is a dripping tap in the bathroom.
Pic of bathroom
The television isnt working.
door
The shower is leaking. Comentrio [ESHTE62]: Another
Pic of televison idea could be that there is no hot
The bathroom door is jammed.
Pic of wardrobe water in the shower.
The plug is missing from the sink.
Pic of unmade bed Comentrio [U63]: Right, but Im
The wardrobe door is damaged focussing on adjectives from past
Pic of sink with no
participles and adjectives from present
plug participles
Instant feedback
Pic of dripping tap Right answer: green
Pic of leaking Wrong answer: red X Try again!
shower head
Pic of cracked cup
Click to go to Grammar 12: adjectives from
past participles, adjectives from present
participles
Now choose the correct alternative:
(multiple choice: only one of the 2 sentences
The air conditioning isnt working is correct)
The air conditioning isnt worked

The bed isnt making

The bed isnt made

There is a cracking coffee cup

There is a cracked coffee cup

The sink is blocking

The sink is blocked
Instant feedback
The hairdryer is breaking Right answer: green
The hairdryer is broken Wrong answer: red X

There is a dripping tap in the bathroom

There is a dripped tap in the bathroom
The television isnt working
The television isnt worked

The shower is leaking

The shower is leaked

The bathroom door is jamming

The bathroom door is jammed

The plug is missing

The plug is missed

The wardrobe door is damaging

The wardrobe door is damaged

Activity 3
Apologising
Click to go to Local Facts and Culture 6:
Of course, the first thing to do is to apologising in English
apologise. Not because its your fault, but
because of the inconvenience caused to the
guest.

Choose a suitable apology from Local Facts

and Culture 6 for each of the following
problems. Dont forget, some problems are
more serious than others

Example:

Guest: The plug is missing from the sink in the

bathroom.
Charlotte: Oh, Im sorry about that sir...

Guest: The window is broken!

Charlotte: Oh really? Im extremely sorry
about that, sir

G: The coffee machine isnt working.

C:

G: the i-pod docking station is damaged

Instant feedback
C:
Right answer: green
Wrong answer: red X (too much concern)
G: the air conditioning isnt working.
Wrong answer: red X (not enough concern)
C:

G: the toilet is leaking.

C:
G: one of the curtains is torn.
C:

G: the sink is blocked.

C:

G: the sheets are crumpled.

C:

G: there is a dripping tap in the bathroom

and its driving me crazy!!!!!
C:

Activity 4
After apologising, you need to solve the
problem and satisfy the guest.
Obviously, solutions will vary depending on
the hotel. Choose a plausible explanation
and solution for each of the problems: Comentrio [ESHTE64]: Perhaps
(mix-match exercise: fit the correct it would be important to insert a note
explanation/solution with the correct here saying that the solutions that are
The beds are Please dont worry presented in each situation depend
unmade. about it, sir. Ill send problem) upon the hotels characteristics and
policy.
Maintenance up to
fix it immediately. Comentrio [U65]: I agree. Ill
correct it in accordance.
One of the curtains Oh, sorry about
is torn. that, madam. Its
probably a
connection
problem. Ill ask
David to come up
and help you with
it.
The i-pod docking Im terribly sorry,
station is damaged. madam.
Housekeeping
usually cleans all
the rooms before
12h00, but there is
a delay today
because of all the
check-outs. Ill ask
Housekeeping to
deal with it right
away.
The coffee machine Oh, Im sorry to
isnt working hear that, sir. Ill ask
Maintenance to fix
it for you as quickly
as possible.
 The sink is blocked. Oh dear. Ill ask Comentrio [ESHTE66]: For a
David to take you guest who is not acquainted with the
usage of some expressions in English,
up another one in a this could be misunderstood . To be
few moments. avoided, perhaps.
There is a dripping Oh, Im sorry about Comentrio [U67]: I see what you
tap in the bathroom that, sir. Ill ask mean. Its natural, though

and its driving me Housekeeping to

crazy!!!! bring you up a new
one in a few
moments.

Click here to check your answers

Activity 5
More serious problems

Sometimes the problem requires an (choose the right answer by clicking on the
immediate decision. Look at the following right button)
situations. In which of them would you
change the room, and in which would you
call the manager?

There is a serious leak in the bathroom

Change the room Call the manager

The air conditioning still doesnt work

Change the room Call the manager

The guest cant sleep because of the noise

from the bar across the street.
Change the room Call the manager

The guest says her handbag is missing

Change the room Call the manager

The guest says he was overcharged

Change the room Call the manager

Put these words into the correct order to

change the room:

Ms. Ill get for the

Vasconcellos. someone inconvenience
at once
move into Im to help you
another extremely
room sorry

Put these into the correct order to call the

manager:

all necessary I will call He will

assistance
at once, Ms. provide you the
Vasconcellos. with manager

Click here to check your answers.

Unit 7 Check-out

Introduction
At check-out it is important to be courteous, (image of Charlotte behind the reception
efficient and helpful, and also to thank the desk, smiling and waving goodbye)
guest and invite her/him to return.

Activity 1
Tick the things you need to do at check-out:

Make sure the guest delivers the (tick the correct box)
key. Right answer: green
Find out if the guest had anything Wrong answer: red X
from the minibar last night. Immediate feedback
Help the guest with the bill,
explaining where necessary. (all the answers are correct)
Deal with the payment.
Find out if the guest requires
transport and if so at what time.
Find out if the guest wants to leave
any luggage with you
Find out if the guest enjoyed staying
with your hotel
Thank the guest and invite her/him
to come back.
Activity 2
The bill
Click here to go to
Look at the following table, which will help you to pronounce the Vocabulary 15:
sounds of the numbers in English. numbers
(ideally: the user
1 2 3 4 5 6 7 8 9 10 moves the cursor
11 12 13 14 15 16 17 18 19 20 over the letters of
21 22 23 24 25 26 27 28 29 30 the alphabet and
hears the
31 32 33 34 40 45 46 47 48 50
pronunciation of
52 54 56 60 61 63 65 68 70 77
the letter)
80 86 87 89 90 99 100 101 102 110
200 201 211 277 295 300 356 381 400 444
Click here to go to
500 527 1000 1428 1699 1750 2000 2500 10000 10140
Local Facts and
Culture 9:
currencies and
ways of saying
them: e.g.
doscientos con
noventa in
Spanish versus
duzentos euros e
noventa
Now look at the bill. Check the bill with Charlotte, in order to make sure centimos in Comentrio [ESHTE68]: Some of
it is correct. the words on the bill (invoice, VAT
Portuguese number) should be included on a final
glossary.

Sound recording Comentrio [U69]: Right.

Hotel Europa
28 Quayside, Derry BT48 7JW User listens to
Charlotte and
Guest: Mr Francisco Lacerda Room number: 214
Company: University of Estoril Arrival: 21.07.2014
clicks on true or
Comentrio [ESHTE70]: Were
Address: Rua Prof. Sousa dos Santos, Departure: 23.07.2014 false, depending not a university. Estoril Higher Institute
240, 1200-245 Lisboa, Portugal on whether the for Tourism and Hotel Studies.
Cashier: C
VAT number: UK12345678 number Comentrio [U71]: This is a
INVOICE Page number: 1 of 1 corresponds with fictitious institution, like all the
organisations mentioned in this
the bill or not. course.
date description Debit GBP Credit True or
GBP false? Click here to go to
21.07.2014 Room service tray charge 5.00 Local Facts and
21.07.2014 Room service beverages 38.00
Culture 10:
21.07.2014 Room service food 52,00
21.07.2014 Accommodation 150.00 addresses in
22.07.2014 Accommodation 150.00 different partner
23.07.2014 VISA 395,00 countries
Total 395,00 395,00
Balance 0,00
VAT: 20%
GBP: 79.00

What does VAT mean? Check the word in your dictionary.

What does cashier mean?
Activity 3
Check-out
This is your final task. Using all the language
you have learned during this course,
complete the following conversation in
accordance with the prompts provided.
Dont forget to use plenty of modal verbs to
make your speech sound more agreeable
and polite.
FL: Good morning. Im checking out, so could
you prepare the bill for me, please?
C: (greet the guest and say you will do it
now)
FL: Thank you very much.
C: (acknowledge the thanks and say you
only need a moment)
()
C: (give the guest his bill. Ask if he needs
you to explain anything)
FL: The item called beverages looks rather
expensive.
C: (explain it was the bottle of wine he had
last night. The white burgundy is rather
expensive but very good.
FL: Oh yes, I remember now. Of course.
C: ask him if he wants you to explain
anything else on the bill.
FL: No, no, thats fine, thank you.
C: ask him how he wants to pay. Say the
hotel accepts all major credit cards and
cash payments, but not cheques.
FL: er by VISA, please.
C: Say thats fine and ask for the card
FL: Oh yes, of course. Here it is.
C: ask if he wants you to call a taxi
FL: Well, I will need one, yes, but only after
lunch. I have to be at the airport at 15h30.
Click to go to Grammar 7
Click to go to Vocabulary 16: luggage
Click to go to Local Facts and Culture 11: ways
of thanking: Thank you very much, Thank
you so much, etc.; and of acknowledging
thanks: Not at all, sir, Youre welcome,
madam, etc.
(free-text exercise: the user fill in the spaces
following the prompts provided and sends to
online teacher)
Click to go to Local Facts and Culture 12:
methods of payment and related practice
Click to go to Local Facts and Culture 13:
closing comments and saying goodbye
Click to go to Local Facts and Culture 14:
inviting guests to return
Comentrio [ESHTE72]: Are you
going to include means of payment in
this activity?
Comentrio [U73]: Yes. I should
be able to send this in about an hour
or so.
Comentrio [ESHTE81]: Again,
surnames can be used in this case. Mr.
Lacerda.
Comentrio [U82]: Exactly. That
will be one of the examples given in
the link.
Comentrio [ESHTE74]: The
most usual would actually be for a
guest to say Id like to check out,
please, but this is fine.
Comentrio [ESHTE75]: Offer
possible means of payment credit
card, money
Comentrio [U76]: Right
Comentrio [ESHTE77]: Some
places charge a 5% rate, for example,
when paying with credit card. Should
we include this here?
Comentrio [U78]: Id rather not.
It could lead to conflict. In any case,
this has never happened to me.
Comentrio [ESHTE79]: After
payment with credit card abroad, we
are usually asked for our signature on
the credit card receipt. Should we
include this here?
Comentrio [U80]: Youre right,
this can happen, although again this
can lead to conflict. Ill put it in the
LFC12 link rather than in the
conversation itself.
 C: Say you will call a taxi for him at 15h00.
Ask if he wants to leave his luggage with
you until then.

FL: That would be very kind, thank you.

C: acknowledge the thanks and ask how
many bags
FL: Just the two. This large back suitcase and
this small grey carry-on bag.

C: tell him thats fine, you will keep it in the

luggage room and give him a receipt.

FL: Thank you very much.

C: Tell the guest that David will be at
reception at 15h00. Say goodbye. Ask if he
enjoyed his stay.

FL: Yes, thank you. It was very enjoyable.

C: Invite him to come back in the future.

FL: Thank you, yes I will.

C: say goodbye politely and pleasantly

FL. Goodbye! Thank you!

Click here to send to your online support

teacher