Booking a Hotel Room Making a reservation Checking
Booking a Hotel Room • • Making a reservation Checking in Asking about hotel facilities Dealing with problems and complaining • Checking out
Part 1. Making a Reservation
Types of Room: Single Twin Double Triple Suite Elegant Cosy Spacious Comfortable Modern
How to Make a Reservation Client: Hello, I’d like to make a reservation. Receptionist: Yes of course. When would you like to check in? C : On the 3 rd of May. R: And how many nights would that be for? C: For three nights. R: What kind of room are you looking for? C: A double room. It’s for my husband me. R: Ok. We do have one double room available for those dates. It’s $80 a night, so that comes to $240 for the three nights. C: Yes, that’s fine. R: Great. Can I take your name? C: It’s Sarah Banks. B-A-N-K-S. R: Thank you, Ms Banks. Is there anything else I can help you? C: Yes. Could I have a confirmation emailed to me?
Without looking at the first dialogue, try to complete the dialogue that follows. Client: Hello, I’d like to ______a reservation. Receptionist: Yes of course. When would you like to _____ in? C : On the 3 rd of May. R: And how many ______ would that be for? C: For three nights. R: What kind of room ____ for? C: A double room. It’s for my husband me. R: Ok. We do have one double room ______ for those dates. It’s $80 a night, so that comes to $240 for the three nights. C: Yes, that’s fine. R: Great. Can I take your name? C: It’s Sarah Banks. B-A-N-K-S. R: Thank you, Ms Banks. Is there anything else I can help you? C: Yes. Could I have a ______ emailed to me?
Part 2. CHEKING IN
Which of these sentences may be said by a receptionist? How may I help you? I’m afraid I can’t find the booking. I have a reservation for tonight. I have a booking here. For a single room. How long will you be staying? I’m afraid we are all booked / full. Enjoy your stay, Ms Banks. Our rooms start at $80 for a single and standard room.
Which of these sentences may be said by a guest? Do you have a reservation? I’m afraid we have no vacancies. It’s a holiday period, and we are almost fully booked. I’m sorry, I don’t have a reservation under that name. I would like to book a room, please. If you need to cancel, please call and let us know 24 hours in advance. And what does that include? I’d like to check in / out.
Receptionist How may I help you? I’m afraid I can’t find the booking. How long will you be staying? I’m afraid we are all booked / full. Enjoy your stay, Ms Banks. Our rooms start at $80 for a single and standard room. Do you have a reservation? I’m afraid we have no vacancies. It’s a holiday period, and we are almost fully booked. I’m sorry, I don’t have a reservation under that name. Guest I have a reservation for tonight. I have a booking here. For a single room. I would like to book a room, please. And what does that include? I’d like to check in / out.
What do you think the hotel receptionist said first?
Match 1. checking in a guest a) I can’t seem to find a record of your booking. 2. politely expressing confusion b) I can upgrade you to one of our business suites. That would of course be at no extra charge to you. 3. apologizing for booking errors c) Oh, you’re from San Francisco. I hope you got a good trip. Is this your first time in the Big Apple? 4. compensating the guest d) Your room is at the end of the corridor on the lefthand side. 5. explaining hotel services and amenities e) Maybe there was a glitch with the booking system. 6. initiating small talk f) This is a list of all hotel amenities. If you have any problems feel free to call the front desk. 7. giving directions g) Could you just fill out this registration form?
Part 3. Asking about Hotel Facilities
Guess: B&B? Hostel? 5 -star Hotel? • Sitting Area • Queensize bed or two separate beds upon request • Coffee & Tea Facilities • Free Wi. Fi • Minibar • Safety Deposit Box • Complimentary water • Air conditioning • Flat-screen tv with 160 international satellite channels • Desk with writing-materials (pen and paper) • Hairdryer • Free BVLGARI toiletries • Slippers • Make-up mirror • Telephone
Which are the most important facilities to you? Why? • Free High Speed Wi-Fi • 24 -Hour Reception • Free Lockers • £ 1 Breakfast • Free Luggage Storage • 24 Hour Laundry Facilities • Fully Equipped Kitchen • Free PC access and Printing • Free Hairdryer
Act out a dialogue: Is there anything else I can help you with? 1) Do you offer a shuttle service (24 -hour room service; a drycleaning service)? 2) Also I wanted to ask: what kind of gym facilities do you have? (is it possible to check out one hour late? ) 3) I need some restaurant recommendations. 4) I would like a wake-up call tomorrow. 5) Oh actually, one last thing: what’s the WIFI password for the hotel? 6) Could you tell me what time is breakfast?
Part 4. Dealing with Problems and Complaining
Choose the correct response: 1) Excuse me, there are no towels in our room. a) Oh! That’s terrible, isn’t it? b) I’m sorry. I’ll send some up immediately. 2) I’d like to complain about the room service. It’s so slow. a) I do apologise, sir. b) That seems fine. 3) How do you find the laundry service? a) It’s at the end of the hall, sir. b) It’s very good indeed. 4) I’m not sure if it’s normal, but my key doesn’t always work in the door. a) Let me make you a new key right now. b) What exactly is wrong?
R: Hello, do you need any help? C: I have a problem with my room. R: Okay. I’m sorry to hear that, what seems to be the problem? C: First of all, there’s an issue with the heating. It’s very hot, and I can’t seem to turn it down. R: I’ll send somebody to take a look at that. 10 Major Hotel Problems Small or uncomfortable beds Theft of personal items Noisy neighbors Unhelpful staff Low-quality food Dirty room No hot water Bad smells Noisy air conditioner Cancellation costs
Complaining Criticising Apologising It’s about time you did …. , isn’t it? I’m so sorry! I’ll make sure it doesn’t happen again. I’m afraid I’ve got a complaint…. I’m sorry to hear that. I completely agree, sir, and once again, I’m very sorry. I’m sorry to say that I am very disappointed with …. I have to say this is unacceptable! This sort of thing shouldn’t happen! I’m fed up with …. I’d like to make a complaint. Why couldn’t you …. ? It’s all your fault that … I’m very sorry about that. What exactly is wrong?
THERE’S NO FREE WI-FI IN MY ROOM! Complaining I’m afraid I’ve got a complaint…. . I’m sorry to say that I am very disappointed with …. I’d like to make a complaint. Criticising It’s about time you did …. , isn’t it? I have to say this is unacceptable! This sort of thing shouldn’t happen! I’m fed up with …. Why couldn’t you …. ? It’s all your fault that … Apologising I’m so sorry! I’ll make sure it doesn’t happen again. I’m sorry to hear that. I completely agree, sir, and once again, I’m very sorry about that. What exactly is wrong?
Part 5. CHECKING OUT
Complete the dialogue. Dialogue 1. C: Hello, I’d like to check out, please. R: How was your stay? C: Very nice, thank you. R: Here is a copy of your bill. C: The total seems higher than I expected. What exactly are these additional charges? R: Let me have a look. Ok, this payment is for the water and snacks you had from the minibar and it looks like this is a phone call that was made to the USA. C: Right. I see now. I’d like to pay cash, is that OK? R: Yes, no problem. Thank you for staying with us. C: Hello, I’d like to check out, please. R: Certainly, sir. ___________? C: 523 R: ________________? C: Yes, it was great. __________ R: Here is your bill. The room and tax are already paid, so these are just _______: drinks and snacks from the minibar, room _____ and movies. C: That seems fine. R: How would you like to _______? C: American Express? R: . Could I have your card please?
ROLE PLAY LAKE MANYARA SERENA SAFARI LODGE
WELCOME TO LAKE MANYARA SERENA SAFARI LODGE Tanzania Safari Experience WELCOME TOLAKE MANYARA SERENA SAFARI LODGE
Making a Reservation Student A. You decide to phone up Lake Manyara Serena Safari Lodge (4*) and make a reservation. You want to stay for eight nights and would like a twin room with bath for you and your friend. You also ask about facilities and meals. You will be arriving by plane and want to know how far the hotel is from the airport. Student B. You are a receptionist at Lake Manyara Serena Safari Lodge(4*). Student A phones up to make a reservation. Give him all the necessary information. Making a Complaint Student A. You arrive at Lake Manyara Serena Safari Lodge where you have reserved a twin room with bath for you and your friend. Unfortunately, there’s a problem: no hot water in your room (or the room hasn’t been cleaned; the swimming pool is dirty; a maid refuses to change the towels). Make a complaint. Student B. You are a receptionist at Lake Manyara Serena Safari Lodge(4*). You have to deal with these problems. Be respectful and polite. Cheking out Student A. You want to check out. You enjoyed your stay at Lake Manyara Serena Safari Lodge. Student B. You are a receptionist at Lake Manyara Serena Safari Lodge(4*) and finishes checking out procedure.
Treat yourself to an exclusive stay in this elegant hotel. Effortlessly blending traditional style and modern comfort, Lake Manyara Serena Safari Lodge provides a tranquil retreat for your Tanzania holiday.
About Lake Manyara Serena Safari Lodge offers panoramic views over the waters of Lake Manyara. The lodge offers 67 double bedrooms and one luxurious suite. The rooms are set in circular, double-storey, white-washed rondavels. Meals are served daily in a spacious dining room A breakfast and lunch buffet are presented, while the dinner menu features a salad buffet, soup, an entrée, pudding, cheese and biscuits and tea and coffee. A romantic bush dinner can be arranged on request for honeymoon couples. Activities include mountain biking, canoeing and forest walks, while cultural choices include tours of the neighbouring villages and dance displays by the local Iraqw and Sukuma people. The lodge is located 130 km from Arusha (airport). Enquiry Response Time: 24 hours Type: Safari Sleeps: 136 Check-in: 2: 00 PM Check-out: 11: 00 AM
Double Bedrooms Each spacious room has its own small veranda. Behind each bed hangs a spectacular hand-woven rug, while the furnishings and fittings reflect traditional Masai bead work. The rooms all have king-size beds or twin beds on request and large en-suite bathrooms, bar fridge, safe, hair dryer. (from $114) Losimingori Suite This spacious suite is luxuriously appointed with a king-size bed and mosquito net, comfortable furnishings, dressing area and a marble en-suite bathroom. The elegantly appointed sitting room enjoys panoramic views and is tastefully furnished. The room offers a fully stocked mini-bar, a digital multi-channel TV and a directdial telephone. The suite also features a generous balcony/patio. (from $520)
GENERAL AMENITIES Free Wi-Fi Premium bath amenities Work desk and chair Mineral water and toiletries Coffee/tea making station 24 -hour medical service Children's meals, beds, babysitting Robe and slippers Hair dryer Safe Welcome amenity Laundry, valet and shoeshine services ***Park fees are not included in the rates. Please note, for guests arriving by air, transfers should be booked with the lodge before arrival.
• Beautiful setting with good rooms and superb infinity pool. Good food and drinks too. Definitely recommend. • My wife and I recently spent one night here during our Smithsonian Journey’s Great Migration trip. Our room was clean & very comfortable. The views from the lodge were incredible. Wi-fi was secure and reasonably fast considering we are not in a major metropolitan city. Swimming pool was great with also great views of the valley. Breakfast, lunch, and dinner were buffet style tasty and very flavorable. I would definitely stay here again! • Probably reading the title Safari lodge is not really what this is. The good thing is that the hotel is quite close to the road and lake Manyara park. The rooms are old and dated and not very inspiring at all. Your share a floor either upstairs or downstairs with other guest. The gardens are lovely and the food is nice but the rooms really let this place down. They have a lovely pool and outside bar but unfortunately we did not get to use them.
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