HC #2 hospitality English vocabulary

• Engels
• MBO
• Studiejaar 3

WELCOME

In today's class, you will learn about terms you will need to know to work in Hospitality, in particular  checking in and out in a hotel.

Today's goals

You will be able to talk about hotel reservations and learn/ practice the vocabulary which is involved.

What is your favorite Hotel? Explain why.

WHY ??

Knowing how to speak English is the most important skill to have for hospitality jobs.

Why? You will be communicating with (talking to) people who may not know your native language. You may not speak theirs either, so English will likely be your common language.

What do you have in a hotel? Can you think of some places?

Getting Around the Hotel

Examples

• main entrance — These are the principal (main) doors to enter the hotel
• .reception — This is where guests are greeted, which comes from the verb “to receive.” It’s often called the front desk.
  
• lobby — This is an area shared by all guests of the hotel, usually on the ground floor near reception. It’s a common meeting place (“Let’s meet in the lobby at 5:00”), so there are often chairs/sofas and a bathroom.
•  banquet/meeting room — This is a large room used for big events, such as conferences or weddings.
•  elevator — This is a small space that raises and lowers guests between floors once the doors close and they press a button. It’s called a lift in British English.
•  stairs/stairway — These are steps so guests can walk up to higher floors in the hotel, or down to lower floors. In an emergency, everyone should use stairs instead of elevators.
•  hall(way) — This is a long passageway with doors on either side, which open into rooms. Also called a corridor.
• emergency exit — In case of fire, or another emergency, some doors will be marked “emergency exit,” which lets you leave (exit) the hotel quickly.

Listening

We will listen to a Hotel Booking.

What if you were phoning a hotel to ask about room rates. Write down phrases and vocabulary you would expect to hear or say.

Write down phrases and vocabulary you would expect to hear or say about room rates.

Listen to the audio

Are your words and sentences used in this conversation?

Are there words you don't know? Write them down.

Finished listening? Look up de words!

reservations

Which words did you write down? What did it mean? Please write down;

Taking Reservation

• booking a room — This is the same thing as reserving a room.
• making a reservation — Guests will ask to make a reservation (book a room) when they’d like to stay in the hotel.
•  vacancy — This means space is available. Hotels might have a “No Vacancy” sign when they’re full, and a “Vacancy” sign when rooms are still available.
•   redit card — Most hotels will ask for the guest’s credit card number to reserve the room. They may also need to provide the card’s expiration date and security code (3 digits on back of card).
•   conference/convention — Often hotels host conferences or conventions, which are large meetings a day or several days long with people from all over the state, country or even world. Conferences usually include a banquet, a formal evening meal with speeches.
• wedding party — When people get married and their guests travel for the wedding, they can usually reserve many rooms for a special deal (lower price). When the wedding guests call the hotel, they should mention that they’re with the [Names] wedding party to get the lower price (and be put in the correct room).

extra vocab

Arrival/Check-in

•     check-in/check-out — When guests arrive at the hotel, they check in to get their room key. On their last morning, they check out to pay their bill.
  
  

•     key card — Most hotels use key cards (that look like credit cards) instead of an actual key to get into the room. Sometimes the magnetic strip on the card gets unactivated, and it won’t open the door correctly.
  
  
•     deposit — This is money that is paid before guests actually stay in the hotel. It’s often used to reserve (hold/save) their place, and there are policies (rules) about what happens to the money if they cancel their reservation.
  
  
•     room number — Guests need to know the number of the room where they’re staying.
•     morning call/wake-up call — At many hotels, guests can ask that hotel staff call them at a certain time to wake them up, instead of relying on an alarm clock.
•     noisy — You might get complaints from guests that a room near theirs is being too loud, or noisy.

Checking Out

•   invoice — This is the piece of paper with a guest’s total charges (expenses) that they need to pay when they check out.
  
  

•     tax — One line on the invoice will be for tax, a percent of the total expenses that goes to local/national government. In the USA, state tax is different from state to state.
  
  
•     damage charge — If guests break or ruin something in the room, they might need to pay a damage charge. If a deposit was made, this type of expense might be paid for from the deposit.
  
  
•     late charge — If guests check out later than the check-out time, they could have to pay a late charge.
  
  
•     signature — Sometimes guests need to sign their name on an invoice or credit card receipt. Ask for their signature.
  
  
•     customer satisfaction — If guests had a great stay and were happy with the service, they are satisfied customers with high customer satisfaction.

Optional

Organize a role-play between students making hotel reservations.

Any questions?