Unit 5 Taking care of guests

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Unit 5 Taking care of guests In your daily work you often face the challenge of helping guests and making them feel comfortable. The guests’ wishes range from forgotten toothpaste or ordering meals to finding hotel facilities and enquiring about sightseeing and entertainment highlights in town. P Exercise 1

Describe the situations shown in the photos above. What do the different staff members do to make the guests feel comfortable? P Exercise 2

What other needs might guests have and how can these be satisfied? Make a list.

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Taking care of guests | Unit 5

A Room service

Florida Palms Hotel 

List for room servic

R Exercise 1 12 Mr and Mrs Steinberger would like

to have breakfast in their room. Listen to Mr Steinberger calling the room service and fi ll in the order form on the right (on a separate sheet of paper).

Name of the caller:

Room number:

e (breakfast)

__________________

__________

____________

Type of breakfast:

 continental style

Beverages

 cup(s) of coffee  pot(s) of coffee  cup(s) of tea  pot(s) of tea  orange juice

 American style Bread and rolls

 white bread  wholemeal bread  rolls  toast

Special wishes:

Bread spreads

 apricot jam  strawberry jam  cherry jam  marmalade  honey

1HV two

P Exercise 2

A guest enquires about the room service. Read the information on the right and give polite answers to the questions below. 2. How can I make an order?

1. When is the room service available?

3. Is there an extra charge?

4. What kind of food and beverages can I order?

Room service for snacks and beverages is available daily for 24 hours. From 11 a.m. to 11 p.m. the service includes a selection of cooked meals (see room service menu ). Call our room service team (phone 111). Room service charge: $ 2 per order.

M Exercise 3

Read the menu and sum up in Dutch what is offered. You may use a dictionary.

Florida Palms Hotel

 Room service special menu

Breast of turkey with a cream sauce and rice Smoked salmon with creamed horseradish d salad Breaded schnitzel served with French fries and mixe Seasonal salad with Italian or French dressing Ice cream with hot strawberries

$ 15.95 $ 14.95 $ 11.95 $ 5.50 $ 4.50

Refresh your grammar: Get/ask/tell s.o. to + infinitive, have s.o. + infinitive Als iemand zegt iets te zullen laten doen, dan wordt get s.o. to do s.th. of have s.o. do s.th. gebruikt.

I’ll get our chambermaid to make your bed. I’ll have the porter help you.

Met ask wordt een beleefd verzoek uitgedrukt. I’ll ask her to serve you some tea. Aanmaningen beginnen met tell.

I’ll tell him to take your order.

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P Exercise 4

Look at the example. Then work with a partner and make dialogues. 1. (not enough hangers/in wardrobe) " (have/someone/put/into wardrobe) 2. (no soap/in dispenser/above the basin) " (ask/room attendant/ to put soap/in dispenser/next 10 minutes) 3. (can’t find/menu) " (tell/room service staff/to bring one) 4. (floor/dirty) " (get/chambermaid/to vacuum/floor) Example: (no fresh towels/in bathroom) " (ask/colleague/to bring up) Receptionist: Good morning, Mr/Mrs … What can I do for you? Guest: I’m sorry, but there are no fresh towels in the bathroom. Receptionist: I do apologize, Mr/Mrs … I’ll ask my colleague to bring them up to you straight away. Guest: Thank you very much. Receptionist: You’re welcome. I Exercise 5

Een gast belt met de roomservice. De ene cursist speelt de rol van de Phrases medewerker van de roomservice, de andere die van de gast.



medewerker van de roomservice

hotelgast

Noem uw naam en vraag uw gast wat hij/zij wenst.

Vraag wat uw gast wil bestellen.

Noem uw naam en kamernummer en zeg dat u wat te eten wilt bestellen.

Bevestig de bestelling. Vraag of uw gast een dessert wenst.

Bestel zalm met rijst en een gemengde salade.

Vraag of uw gast iets wil drinken.

Beantwoord de vraag met nee.

Noem verschillende vruchtensappen.

Vraag welke vruchtensappen er zijn. Bestel een vruchtensap.

Vraag of uw gast nog iets wenst. Beantwoord de vraag met nee. Zeg dat u alles genoteerd hebt en de bestelling binnen tien minuten laat bezorgen. Vraag of uw gast nog iets wenst.

Beantwoord de vraag met nee en neem afscheid.

Neem ook afscheid.

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B Giving directions to hotel facilities P Exercise

Take the role of a receptionist and give directions to these guests. Use the plan Phrases below and the phrases on the right.

Take the lift up to the …

1. “Excuse me. Where can I find the restaurant?” 2. “I’d like to leave my jacket at the cloakroom. Can you tell me where it is?” 3. “I read that you have a swimming pool in the hotel. How do I get there?” 4. “Good morning. Could you tell me where I can buy a newspaper?” 5. “I’d like to have my hair done. Do you have a hairdresser in your hotel?”

It’s straight ahead.



Second floor, Leisure facilities

s

Fitness centre

Lift Storage

r Stai

Whirl pools

Changing Changing rooms (men) rooms (women)

The … is on your left/right.

Deckchairs

Go up the stairs to the …

Sauna Swimming pool

Gents Ladies

Massage room

Stairs

Coffee lounge

First floor, Business facilities

Cloakroom

Office

Business centre

Conference room 1

Go round the corner.

Lift

Conference room 2

Storage

Conference room 4

Gents

Walk along the corridor.

Conference room 3

Ladies

Restaurant

Kitchen

Stairs

Ground floor

Take the first/second entrance to the left/ right.

Café and wine bar Office

Gift shop

Newsagent

Go past/across the …

Exchange bureau Lift

Lounge area Main entrance

It’s on the ground/ first/second floor.

Hairdresser Gents Ladies

It’s opposite the …

Reception

Communicating across cultures: Talking about locations Remember that the floors of a building have different names in American and British English. The Dutch ‘begane grond’ is the ‘ground floor’ in Britain, whereas in the USA this is called the ‘first floor’. The Dutch ‘eerste verdieping’ is in American English the ‘second floor’ and so on. Moreover, British people say ‘lift’ and Americans call it ‘elevator’. Please note that native speakers of English usually do not ask where the ‘toilet’ (USA) or ‘lavatory’ (GB) is but call it ‘restroom’, ‘gents’ or ‘ladies’ instead. 41


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C Arranging sightseeing and entertainment R Exercise 1

Listen to the conversation at the reception of a hotel in Groningen and follow the directions on the map. Then translate these Dutch phrases into English. 5. de straat uitlopen 6. een straat volgen 7. tot de volgende rotonde

1. komen langs 2. op weg naar 3. het hotel verlaten 4. naar rechts/links afslaan, de … in

LO

PE

ND

ED

IEP

MU

HO

EK

ST

RA

AT SER

STR

STR

Stadsschouwburg

T AA

T AA

Martinikerk KR

VIS

UR

EU

Academiegebouw

PE

TR

VISH O

LS

T AA

EK

Bibliotheek DE

LA

Stadhuis

AN

HO

GE

R

KT

AIE

AT

RA

RS TRA

T R A AT

AT

ERK

HOF

Stadscafé

PE

DE MA

RK T

NG

S T RA AT

TE ZUIDERDIEP

EL

GEDEM PTE

Z UI

DE

RD

IEP

Sint Anthonygasthuis

EB HER

STAT I ON S

SI

BLE

RT

KER

SGA

NG

E

RA

OO

D

S T R A AT

EV

G E DE M P

W S TA

HERE

NZ

NIEU

OO

RN SI N G E L

CO EH O

O R NS IN

G EL

STR

EH

ENS

CO

A AT

E MM IU SS ING

L

INN

ENS

ING

PHEB

NGE

G

T AA

AD

TR

IS K

RS

NST RAA T

UBBO

ED

SLU

TE

PRA SSI

WE

GE TO R E

GA

LIE

Lutherse Kerk

LM

RIJ

Natuurmuseum

I NIU

T AA

HO

RS

RO

LM

KE

CA

Heilige Geestof Pelstergasthuis

HO

MA

TR

OL

KE

ITE

ES

HO

NE

RE

LS

NG

SC

A AT

LKI

Der Aa-kerk

MUN

SC H U I T EM A K E R S S T R

FO

Huis de Beurs Noordelijk Scheepvaartmuseum

Pakhuis

TRA

LD

RS

OE

AKERKS

A-K

Nederlands Stripmuseum

STE

ST

A

AR TE M

OO

DE GRO

Het Goudkantoor

HE

RE

PL

HE

EIN

RE

EL

SIN

GE

L

EL

EMM

A S IN

EL

UG

Groninger Museum

BR

I U S SIN G U BB O E M M

GEL

RE

ASIN

HE

EMM

GEL

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P Exercise 2

Work with a partner and give directions to these sights. Use the map on page 42 Phrases and start at Hoekstraat (top left corner).



Partner A wants to go to:

Partner B wants to go to:

• Noordelijk Scheepvaartmuseum • Sint Anthonygasthuis • het Pakhuis

• Lutherse Kerk • Stadscafé • Stadsschouwburg

P Exercise 3

Explain the way to three more sights. Only show your partner from where to go. Your partner must follow your description on the map and fi nd out what and where the sight is. R Exercise 4 14

Mr Dundee had asked the guest relations offi cer of his hotel to arrange some entertainment for him. Listen to the conversation and choose the right answers. 1. Type of entertainment: a. theatre 2. Time of departure: a. at midnight 3. Means of transport : a. taxi 4. Ticket price: a.  45 5. Food: a. snack 6. Return to the hotel: a. about 4 a.m.

V5

b. musical

c. concert

b. 11 p.m.

c. 9 p.m.

b. hotel shuttle service

c. on foot

b.  50

c.  150

b. snack and drink

c. none

b. about 5 a.m.

c. about 6 a.m.

taxi

Video lounge Dealing with difficult guests Mrs Ryam has just arrived at the hotel. Watch the video and decide if the statements are true or false. Correct the false statements.

1. Maya knows straight away who Mrs Ryam is. 2. Mrs Ryam tells Maya that her grandfather owns the hotel. 3. Mrs Ryam wants to spend her holidays in Berlin and has just arrived from Portland, USA. 4. The hotel has reserved the Ambassador Suite for Mrs Ryam. 5. Breakfast is served from 7 a.m. to 11 a.m. on the top fl oor. 6. There is a misunderstanding because Americans call the ‘ground fl oor’ the ‘fi rst fl oor’.

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Advanced material R Exercise 1

Read the text and sum up the main information in a few sentences.

A murder mystery weekend

5

10

15

20

Do you often think you know who the murderer is while watching a detective film? And are you looking for something special to happen during your next stay at a hotel? If your answer is yes, then this is the event for you to book! Booking a murder mystery weekend in Britain is a lot of fun and has a long tradition. Lots of crime story authors born in the UK, like Agatha Christie, arouse people’s interest in crime events. Different hotels in Britain satisfy exactly these demands and offer murder ‘on the menu’. You stay two nights in a comfortable 2 to 5 star hotel with dinner, bed and breakfast and with full leisure activities for prices between ₤ 99 and ₤ 175 per weekend and per person. After enjoying some of the hotel’s leisure facilities, the weekend’s murder mystery starts. You always have to keep your eyes open because surprising things might happen during your stay! In some hotels you can watch a crime-scene video

which is then followed by forensic and pathology reports. But no matter how the murder is presented – played by actors or in a video – it is always then your turn to work together with other hotel guests to interview witnesses and possible suspects. The aim is to find a plausible murder motive and to decide on a prime suspect. You are then asked by an inspector to present your findings. Later there is the revelation of ‘whodunnit’ and you either can celebrate having solved a crime or you have to ask yourself why your detective skills were not good enough. Apply now, if you really enjoy doing something different from the norm!

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P Exercise 2 www

Could such events be successful in the Netherlands? Why, or why not? Search the internet for special offers of Dutch hotels and present your results in class.

P Exercise 3

U werkt in een hotel in Toronto (Canada), dat “Murder mystery weekends” aanbiedt. Meneer Nayak is daarin geïnteresseerd en vraagt om informatie. Schrijf hem in het Engels een e-mail, waarin de volgende punten staan. • Bedank meneer Nayak voor het verzoek om informatie en zijn interesse. • U kunt van 23 tot 25 november een tweepersoonskamer voor $ 99 per persoon reserveren (inclusief ontbijt). • Vraag of hij aan een dagtocht met de bus wil deelnemen naar bezienswaardigheden in de omgeving voor $ 20 per persoon. • Verzoek om een bindende reservering van de kamer en eventueel het uitstapje voor het einde van de week. • Zeg hem dat het hotel een shuttle service vanaf het vliegveld van Toronto heeft en dat hij en zijn vrouw direct van het vliegveld afgehaald kunnen worden.

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Phrases: Taking care of guests Room service Room service is available daily for 24 hours/from 5 a.m. to 10 a.m. and from 6 p.m. to 11 p.m.

Er is 24 uur per dag/van 5.00 tot 10.00 uur en van 18.00 tot 23.00 uur roomservice.

Just call our room service team to make an order.

Bel onze roomservice om een bestelling door te geven.

There will be an extra room service charge of 3 euros per order.

Voor de roomservice betaalt u een extra bedrag van 3 euro per bestelling.

What would you like to order?

Wat wilt u bestellen?

Which kind of breakfast would you like, continental or American style?

Wat voor ontbijt wilt u, Europees of Amerikaans?

What kind of bread, jam and beverages would you like to have?

Welk brood en wat voor jam wilt u en wat wilt u drinken?

Is there anything else I can do for you?

Kan ik verder nog iets voor u doen?

I will ask our chambermaid to bring fresh towels up to your room straight away.

Ik vraag het kamermeisje om meteen schone handdoeken naar uw kamer te brengen.

Giving directions to hotel facilities Excuse me, could you tell me the way to the restaurant, please?

Pardon, kunt u me zeggen waar het restaurant is, alstublieft?

It’s on the ground/first/top floor/ in the basement.

Dat bevindt zich op de begane grond/eerste etage/bovenste etage/in de kelder.

Take the lift to the … floor. It’s just around the corner.

U neemt de lift naar de … etage. En dan is het om de hoek.

Go up/down the stairs.

Neemt u de trap naar boven/beneden.

Arranging sightseeing and entertainment Go past/across/round …

U gaat langs …/over …/om … heen.

Walk along/down … and then turn right/left into …

Ga langs … en sla dan rechts/links af naar …

Follow the street till you come to the next junction.

Volg de straat tot de volgende kruising.

The building is opposite the church.

Het gebouw ligt tegenover de kerk.

The market is on your way to the theatre.

De markt ligt op de route naar het theater.

You have to leave the hotel at 10 p.m. by taxi to get there in time.

U moet om 22.00 uur met de taxi vanaf het hotel vertrekken om er op tijd aan te komen.

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Unit 5 Taking care of guests

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