HOSPITALTY ENGLISH Teacher’s Guide V1.

UNIT 1: Ticketing for a Domestic Flight

UNIT01 から 06 までは地上係員(Ground Staff, GS)編です。まず空港カウンターの国内線航空券
販売を学びます。多くのお客様はインターネットで航空券の購入や座席指定、さらにはチェッ
クインまで済ませてから空港にお越しになりますが、急な用件で空港に駆け込み、カウンター
で手続きをされるお客様 “Walk-in Passenger”もいらっしゃいます。
Unit 1 to 6 are focused on Ground Staff. It begins with learning how to process a domestic flight
ticket. Many passengers often purchase tickets, reserve seats, and even check in online. But, in
some cases there are passengers who need to buy tickets at the last minute at the check-in
counter. They are referred to as “walk-in passengers”.

UNIT GOALS
§ Greet passengers politely.
§ Ask for passenger details.
§ Sell a domestic flight ticket.

WARM-UP
Warm-up Activity 1
1. Ground staff should welcome passengers with a smile. (T)
2. Some passengers may have special seat requests. (T)
3. Passengers can buy tickets with cash or a credit card. (T)

Warm-up Activity 2:
1. What questions do passengers ask ground staff when purchasing a ticket?
Sample answer: Passengers often ask about seats, return tickets, price and how they
can pay.
2. What questions do ground staff ask passengers when selling a ticket?
Sample answer: Ground staff often ask passengers for their name, age, destination,
seating preference, and how they would like to pay.
3. What kind of seats are available on flights?
Sample answer: There are a variety of seats. Economy, Premium Economy, Business
Class, First Class, Window seats, Aisle seats, Emergency exit row seats.

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 HOSPITALTY ENGLISH Teacher’s Guide V1.3

LISTENING
Listening Activity 1: Listen to audio track 1.1
1. The passenger has a reservation. (F)
2. The passenger would like to fly to Osaka. (F)
3. The ground staff asked the passenger for any seating requests. (T)

Listening Activity 2: Listen to audio track 1.2

1. When is the earliest available flight?
The earliest flight departs at 6:00 p.m.
2. What kind of ticket does the passenger buy?
The passenger would like to buy a one-way ticket.
3. What is the passenger’s name and age?
The passengers name is John Smith. He is 30 years old.

Listening Activity 3: Listen to audio track 1.3

Ground staff: Do you have any seating requests?
Passenger: I’d like a (window) seat with extra (legroom), if available.
Ground staff: Certainly, sir. I’ll check if there is a window seat with extra legroom available.
We have one available, sir. How would you like to pay? Cash or (credit card)?
Passenger: I’d like to pay with my credit card, please.
Ground staff: Certainly, sir. May I have your credit card?
Passenger: Sure. Here you are.
Ground staff: Thank you. Could you check the total (amount) and sign here, please? Thank you
for waiting. Here is your credit card, (receipt), and boarding pass. Have a pleasant flight to
(Fukuoka).
Passenger: Thank you for your quick arrangement.
Ground staff: You’re welcome. It’s my (pleasure).

(Full audio for this Unit can be downloaded from the HALICO Website www.halico.jp/ana-resources)

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 HOSPITALTY ENGLISH Teacher’s Guide V1.3

SAY IT RIGHT – BE POLITE

1. Hi, what do you want?
Good morning, sir/madam. How may I (help) you?
2. What’s your name?
May I (have) your name?
3. Sign here.
(May) I have your (signature) here, please?
4. Don’t worry. No problem.
You’re (welcome). It’s my (pleasure).

VOCABULARY
Conversation 1:
Ground staff: Good morning, sir/madam. Welcome to ANA. How may I help you?
Passenger: I’d like to fly to Fukuoka on the next (available) flight.
Ground staff: (Certainly), sir/madam.
Conversation 2:
Ground staff: Would you like an (aisle) seat or a (window) seat?
Passenger: I’d like an aisle seat with (extra legroom), please.
Ground staff: Certainly, sir. An aisle seat with extra legroom to Fukuoka. Just a moment.
Conversation 3:
Ground staff: Would you like me to check for a (return) flight with a (fixed date) at the best
price?
Passenger: No, thank you. Just a (one-way) ticket, please.
Conversation 4:
Ground staff: How may I help you?
Passenger: I’d like to (check in), please.
Ground staff: Certainly, sir. Do you have a (reservation)?
Passenger: Yes. My name is John Smith and I’m flying to Osaka.
Ground staff: Thank you, Mr. Smith. Here is your (boarding pass). Your flight number is NH17,
(departing) from gate 63 at 9:00 a.m.
Passenger: Thank you.

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 HOSPITALTY ENGLISH Teacher’s Guide V1.3

UNIT 2: Domestic Flight Check-in

今回は空港カウンターの座席指定業務を学びます。旅慣れたお客様の中には足元の広い座席を
好まれる方もいらっしゃいます。しかし、座席指定には一定の制約がありますので、その旨を
ご了解いただいてからのご搭乗となります。
In this unit, students learn how to assign seats at the airport check-in counter. Some frequent
flyers request seats with extra legroom. However, there can be restrictions on some seats, and it
is important to clarify before the passenger boards the aircraft.

UNIT GOALS
§ Check in a domestic flight passenger.
§ Assign seats.
§ Explain safety regulations.

WARM-UP
Warm-up Activity 1:
1. Ground staff should explain safety regulations. (T)
2. Ground staff should explain boarding procedures. (T)
3. All passengers are allowed to sit in the emergency exit row. (F)

Warm-up Activity 2:
1. Where do passengers check in for domestic flights?
Sample Answer: At the domestic airport / domestic airport check-in counter.
2. What do ground staff need to explain to passengers?
Sample Answer: Ground staff need to explain boarding and safety regulations.
3. What are some questions passengers may ask when checking in?
Sample Answer: What is the boarding time? / Where is the gate?

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 HOSPITALTY ENGLISH Teacher’s Guide V1.3

LISTENING
Listening Activity 1: Listen to audio track 2.1
1. The passenger would like to sit in the emergency exit row. (T)
2. The ground staff asks the passenger to cooperate with the crew. (T)
3. It is OK to leave baggage on the floor in the exit row. (F)

Listening Activity 2: Listen to audio track 2.2

1. Where would the passenger like to sit?
Sample answer: The passenger would like to sit in the emergency exit row.
2. What does the passenger need to do in an emergency evacuation?
Sample answer: The passenger needs to assist the crew in the case of emergency.
3. Where do passengers in the emergency exit row need to stow their carry-on baggage?
Sample answer: The passengers need to stow their baggage in the overhead
compartment.

Listening Activity 3: Listen to audio track 2.3

Passenger: I’d like a seat in the (emergency) exit row, please.
Ground staff: Yes. But, I’m afraid to say that according to safety (regulations), passengers
(accompanying) a child under (14) years old are not allowed to sit in the emergency exit row.
Passenger: Oh, really? I didn’t know that.
Ground staff: May I recommend a seat with extra (legroom) in front of the (screen)?
Passenger: Oh, extra legroom. That sounds nice.
Ground staff: Yes, sir. I’ll finish your family’s seating assignment, right away. For your
information, your gate is at the end of the (terminal). It’s a bit of a walk to your gate. I
recommend you go through the security (check) and proceed to the gate as soon as possible.
Passenger: Thank you.
Ground staff: You’re welcome. Please enjoy your flight.

(Full audio for this Unit can be downloaded from the HALICO Website www.halico.jp/ana-resources)

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 HOSPITALTY ENGLISH Teacher’s Guide V1.3

SAY IT RIGHT – BE POLITE

1. I want an aisle seat.
I’d like an aisle seat, if (available).
2. I warn you that you must cooperate with the crew in case of an emergency.
I’d like to (remind) you that you must cooperate with the crew in case of an emergency.
3. I think you are wrong.
Sorry, sir/madam. I’m (afraid) to say you may be mistaken.
4. Leave now, or you’ll be late for your flight.
I (suggest) you leave now, or you’ll be late for your flight.

VOCABULARY
Conversation 1:
Passenger: I’d like to sit in the (emergency) exit row, please.
Ground staff: Certainly, sir. An emergency exit row seat. (In case of) an emergency
(evacuation), our crew may ask for your (assistance).
Conversation 2:
Ground staff: Are you able to assist the (crew) in an emergency?
Passenger: Of course. What do I need to do?
Ground staff: Thank you, sir. The crew will show you a card once you are on board.
Conversation 3:
Passenger: Actually, I have a (sore) knee.
Ground staff: I understand, sir. (According) to safety (regulations), you need to agree to assist
the crew in case of an emergency.
Passenger: I see. Do you have any other seats with extra legroom?
Conversation 4:
Ground staff: May I (recommend) a seat in front of the (screen)? It has extra legroom.
Passenger: That sounds perfect. Thank you.
Ground staff: Yes, sir. A seat in front of the screen. Here is your boarding pass. Your flight to
Osaka departs from gate 60 at 7:00 p.m. Your seat number is 5G.
Passenger: Thank you.
Ground staff: For your information. The gate is quite far from here. It’s about a 15-minute walk
after (clearing) security. I recommend you go (directly) to the gate as soon as you clear security.
Passenger: OK. I understand. I’ll go directly to the gate.

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 HOSPITALTY ENGLISH Teacher’s Guide V1.3

UNIT 3: International Flight Check-in

今回は国際線の搭乗手続きについて学びます。国際線は国内線に比べ搭乗手続に多くの確認事
項（例：パスポート有効期限、訪問国ビザ、乗り継ぎ便の有無等）があり、やや時間がかかり
ます。長時間お待たせしないよう、GS は効率よく仕事を進める必要があります。お客様の氏
名をパスポート・航空券などで確認したら、一人一人のお客様を大切にする気持ちを込めてお
名前でお呼びしましょう。
In this unit, students will learn about international flight check-in. International flights require more
time to check in a passenger. It is necessary to check passport expiration date, visa for destination,
and connecting flights, etc. Ground Staff need to work efficiently to avoid long waiting periods.
After confirming the passengers name in their passport and airline ticket, it is best to use the
customer’s name to show respect and personal feel.

UNIT GOALS
§ Check in an international flight passenger.
§ Check in passengers’ baggage.
§ Explain safety regulations.

WARM-UP
Warm-up Activity 1:
1. Passengers need passports on international flights. (T)
2. Restricted items are not allowed in check-in baggage. (T)
3. It is OK to take large bottles of liquid on board. (F)

Warm-Up Activity 2:
1. What are some restricted items not permitted in check-in baggage?
Sample Answer: Lighters, Gas, Fireworks, Large batteries, dangerous liquids.
2. Where do passengers go after check-in?
Sample answer: Security check and Immigrations
3. What information should ground staff confirm with international flight passengers?
Sample answer: Boarding time, gate number, connecting flights, baggage

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 HOSPITALTY ENGLISH Teacher’s Guide V1.3

LISTENING
Listening Activity 1: Listen to audio track 3.1
1. The passengers are traveling to Los Angeles. (T)
2. The passengers don’t have mileage-club cards. (F)
3. The passengers will sit in aisle seats. (F)

Listening Activity 2: Listen to audio track 3.2

1. Who is traveling?
Mr. Brown and Mrs. Brown are traveling.
2. What is the problem with the aisle seats?
There are no aisle seat available.
3. What time and where will the passengers board the flight?
The flight boards at 4:20 p.m. at gate 54.

Listening Activity 3: Listen to audio track 3.3

Ground staff: Thank you, sir. How many pieces of baggage are you checking in?
Passenger: Just (two).
Ground staff: Do you have any valuables, fragile items, or restricted items such as matches,
lighters, or lithium batteries in your check-in baggage?
Passenger: No. Nothing like that.
Ground staff: Regarding carry-on baggage, I’d like to call your attention that any liquids
containing the (capacity) of more than 100 ml are not permitted onboard.
Passenger: OK, got it.
Ground staff: Mr. & Mrs. Brown, thank you for waiting. I have checked two pieces of baggage to
Los Angeles. Your flight is (NH6) to Los Angeles, the departure gate is (54), the boarding time is
at (4:20 p.m.), and your seat numbers are (30A) and (31A), both window seats. I hope you have
a pleasant flight to Los Angeles.

(Full audio for this Unit can be downloaded from the HALICO Website www.halico.jp/ana-resources)

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 HOSPITALTY ENGLISH Teacher’s Guide V1.3

SAY IT RIGHT – BE POLITE

1. Oh, bad luck! All of the aisle seats are already full.
I’m (afraid) to say that all of the aisle seats are fully assigned.
2. You have no choice but to take the second option.
Sorry, sir/madam. (Unfortunately), you have no choice but the second option.
3. Sato, here’s your passport and boarding pass. See ya!
Mr. Sato, I’m sorry to have kept you waiting. Here’s your passport and boarding pass.
Please have a (pleasant) flight.
4. Too bad! Your flight has been cancelled.
I’m (sorry), sir/madam. But your flight has been cancelled.

VOCABULARY
Conversation 1:
Ground staff: Good morning. Welcome. May I help you?
Passenger: I’d like to check in for my flight to Perth.
Ground staff: Certainly, sir. May I see your (passport) and ticket, please?
Conversation 2:
Ground staff: Do you have any (connecting) flights, sir?
Passenger: Not this time. Just flying to Perth today.
Ground staff: Thank you, sir. We have pre-assigned an aisle seat for you.
Conversation 3:
Passenger: Actually, I’d like to sit next to my colleague, Paul Gibbs.
Ground staff: Certainly, sir. Let me check it for you. I’m afraid the seat next to
Mr. Gibbs is (pre-assigned). May I suggest the seat behind Mr. Gibbs?
Passenger: OK. I’ll take that seat. Thank you.
Conversation 4:
Ground staff: How many pieces of baggage would you like to check in?
Passenger: Just this suitcase, please. The other bag is my (carry-on).
Ground staff: Do you have any (valuables), fragile items, or (restricted) items such as matches,
lighters, or (lithium batteries) in your check-in baggage?
Passenger: Yes. I have a lithium battery for my camera.
Ground staff: Please remove it from your check-in baggage and carry it by hand.
Passenger: OK. I understand.
Ground staff: I’d like to call your (attention) that any (liquids) (containing) the (capacity) of more
than 100 ml are not (permitted) onboard.

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 HOSPITALTY ENGLISH Teacher’s Guide V1.3

UNIT 4: Airport Lounge Service

航空会社は他社との差別化の一環としてラウンジの設備やサービス強化に力を注いでいます。
ラウンジのシャワールームですっきりとした後、お食事も済ませて機内では眠るだけ、という
旅慣れたお客様もいらっしゃいます。
Airlines are focused on enhancing their lounge facilities and services in order to differentiate from
the competing airlines. Some guests prefer to sleep on the flight and take advantage of their time
in the lounge to shower and eat.

UNIT GOALS
§ Greet passengers at the lounge.
§ Offer high-quality lounge service.
§ Describe food and beverage service.

WARM-UP
Warm-up Activity 1:
1. All passengers may use the airline’s lounge. (F)
2. Some lounges have showers for passengers. (T)
3. Airport lounges offer passengers food and beverages. (T)

Warm-up Activity 2:
1. What kind of services do lounges provide passengers?
Sample answer: Lounges offer food and beverages service. Internet and showers are
also often available.
2. What passengers are allowed to use the airline’s lounge?
Sample answer: Passengers with gold status mileage club and up, or business-class,
and first-class passengers.
3. Why is it important to care for passengers in the lounge?
Sample answer: Most passengers in the lounge are regular passengers who often fly
or VIPs.

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 HOSPITALTY ENGLISH Teacher’s Guide V1.3

LISTENING
Listening Activity 1: Listen to audio track 4.1
1. The ground staff tells the passenger to make herself comfortable. (T)
2. There is a space for carry-on baggage. (T)
3. The passenger will have someone joining her later. (F)

Listening Activity 2: Listen to audio track 4.2

1. What does the ground staff ask to see?
The ground staff asks to see the passenger’s boarding pass and mileage-club card.
2. What would the passenger like to do?
The passenger would like to use the shower.
3. What does the ground staff ask the passenger to do?
The ground staff asks the passenger to use shower room 5 and return the key when
finished.

Listening Activity 3: Listen to audio track 4.3

Ground staff: Good morning, Mr. Kim. Welcome to our lounge. Would you like me to bring you
something to (drink)?
Passenger: No, thank you. I’ll get something by (myself), so I’m fine.
Ground staff: Certainly. There are also (light) meals and snacks available at the
(buffet) counter over there. Please help yourself.
(next passenger)

Ground staff: Mr. Jones, would you like me to (refill) your Japanese tea?
Passenger: No, thank you. Perhaps later.
Ground staff: There is a noodle corner and a sushi bar (attended) by our chef. Shall I bring you
something?
Passenger: No, thank you.
Ground staff: Please call us whenever you need any (assistance).

(Full audio for this Unit can be downloaded from the HALICO Website www.halico.jp/ana-resources)

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 HOSPITALTY ENGLISH Teacher’s Guide V1.3

SAY IT RIGHT – BE POLITE

1. Keep your belongings close by until you return home.
I (suggest) you keep your belongings close by until you return home.
2. Hey! The buffet is about to close. Order now if you want something.
(Sorry) to (bother) you, but the buffet is about to close. Please order now if you’d like
something to eat.
3. Don’t hang around the lounge! Your departure time is fast approaching.
Your departure time is approaching, so I (recommend) you leave soon.
4. Not a problem. Ask me anytime.
You’re (welcome). If you need any help, please don’t (hesitate) to ask.

VOCABULARY
Conversation 1:
Ground staff: Good morning. May I see your boarding pass and (mileage-club card), please?
Passenger: Here you are.
Ground staff: Please enjoy the lounge, Mr. Dods.
Conversation 2:
Passenger: Is there somewhere I can (stow) my carry-on baggage?
Ground staff: Yes, sir. We have a (space) for baggage, but we suggest you do not leave your
(belongings) (unattended).
Conversation 3:
Ground staff: Mr. Jones, would you like me to (refill) your coffee?
Passenger: Yes, please. That would be nice.
Ground staff: My pleasure, sir. We also have light (snacks) at the (buffet) counter. Please help
(yourself).
Conversation 4:
Ground staff: May I see your boarding pass and mileage-club card, please?
Passenger: Here you are.
Thank you, Mr. Dods. Please make yourself (comfortable).
Passenger: Oh, is it possible to use the (shower)?
Ground staff: Certainly, sir. But, I’m afraid it is in use at the moment. I’ll let you know when it is
available.
Passenger: Thank you. That would be great.
Ground staff: My pleasure, sir. (Whenever) you need assistance, please let us know.

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 HOSPITALTY ENGLISH Teacher’s Guide V1.3

UNIT 5: Assisting Transit Passengers

今回は到着後乗継便のあるお客様への接続案内を学びます。日本はアジア・北米間を最短距離
で結ぶ玄関口“Gateway”と位置付けられており、日本経由で移動される外国のお客様も増加し
ています。乗継時間が切迫している場合など、GS の親切で的確な乗継案内はお客様に安心感
を与えます。
In this unit, students will learn how to assist transit passenger who have a connecting flight. Japan
is a gateway that connects Asia and North America. As it is a shorter distance than most, the
number of foreign passengers traveling via Japan is increasing. Ground Staff need to ensure
passengers make their connecting flights with little delay. It is important to keep passengers well
informed and be kind to them.

UNIT GOALS
§ Greet transit passengers.
§ Confirm connecting flight details.
§ Avoid transit passenger delays.

WARM-UP
Warm-up Activity 1:
1. Sometimes ground staff need to escort transit passengers. (T)
2. It is important to give clear directions to passengers. (T)
3. Passengers can buy duty-free items on international flights. (T)

Warm-up Activity 2:
1. What is an international connecting flight?
Sample answer: An international connecting flight is a flight leaving one country to
another.
2. Why is it important to help transit passengers?
Sample answer: It’s important to help transit passengers and make their connection less
stressful and more enjoyable.
3. What do passengers like to do at the airport while transiting?
Sample answer: Passengers like to sleep, eat, and go shopping.

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 HOSPITALTY ENGLISH Teacher’s Guide V1.3

LISTENING
Listening Activity 1: Listen to audio track 5.1
1. The passenger just arrived at Haneda Airport. (F)
2. The ground staff suggests buying duty-free on the plane. (T)
3. The ground staff will escort the passenger to the gate. (T)

Listening Activity 2: Listen to audio track 5.2

1. What is the passenger’s connecting flight destination?
The passenger’s connecting flight destination is Beijing.
2. What would the passenger like to do?
The passenger would like to spend time duty-free shopping. Buy a couple of bottles of
whisky for his colleagues in Beijing.
3. What does the ground staff suggest?
The ground staff suggest the passenger purchases duty-free from the in-flight sales.

Listening Activity 3: Listen to audio track 5.3

Ground staff: Welcome to (Kansai) Airport. According to our records, you are transferring to
(Beijing) today on ANA flight (979).
Passenger: Yes, I am.
Ground staff: Your departure gate is number 8. Since the departure time is approaching, we
recommend that you proceed (directly) to gate number 8.
Passenger: Thank you for letting me know. But, I’m wondering if I could spend some time in the
(duty-free) shop. I’d like to buy a couple of bottles of whisky for my (colleagues) in Beijing.
Ground staff: As your flight is already boarding, I’m not sure that it’s a good idea. We have in-
flight sales, so I suggest you purchase your duty-free on the plane. The selection may be
(limited), but you can purchase whisky and other items.
Passenger: OK, I understand. Then, which way is gate 8?
Ground staff: I’d be (delighted) to escort you to the gate. When you are ready, please let me
know.
Passenger: OK, I’m ready to go.

(Full audio for this Unit can be downloaded from the HALICO Website www.halico.jp/ana-resources)

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 HOSPITALTY ENGLISH Teacher’s Guide V1.3

SAY IT RIGHT – SAY IT POLITE

1. Hi! You’re transferring to Los Angeles on flight NH6.
Good afternoon. (According) to our records, you’re transferring to Los Angeles on flight
NH6.
2. Go directly to the gate as your flight is boarding.
(Please) (proceed) directly to your gate as your flight is ready for boarding.
3. You don’t have time for shopping. Buy something on the plane.
I’m (afraid) there is no time for shopping. I (suggest) you buy something on the plane.
4. Come on then, let’s get moving to your gate.
I’d be (delighted) to escort you to your gate.

VOCABULARY
Conversation 1:
Ground staff: May I have your attention, please? Connecting passenger to London, Mr. Jones.
Please (contact) the ground staff.
Passenger: Hi. I’m Jones.
Conversation 2:
Ground staff: Welcome to Haneda Airport, Mr. Jones. According to our (records), you are
(transferring) to ANA flight 211 to London today.
Passenger: Yes, I am.
Conversation 3:
Ground staff: Your departure gate is number 8. Since the departure time is (approaching), we
recommend that you (proceed) directly to gate 8.
Passenger: Thanks. I’d like to (spend) some time (duty-free) shopping. Is that OK?
Ground staff: I’m not sure that it’s a good (idea).
Conversation 4:
Ground staff: I suggest you purchase from the in-flight sales. The (selection) may be (limited),
but you can purchase whisky, perfume, and other items.
Passenger: OK, I understand. Then, which way is gate 8?
Ground staff: I’d be (delighted) to (escort) you to the gate. When you are ready, I’ll go to the
gate with you.
Passenger: OK, I’m ready to go.
Ground staff: Please follow me.
Passenger: Thanks.

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 HOSPITALTY ENGLISH Teacher’s Guide V1.3

UNIT 6: Baggage Issues

今回が GS 編の最終回です。楽しい空の旅が終わり目的地に到着しました。ところが、お客様
が出発空港で預けた手荷物を引き取ろうとしたところ問題が発生したようです。長時間のフラ
イトでお疲れのお客様に配慮し、GS はより一層丁寧な対応を心掛けます。
This is the final unit for Ground Staff. In this unit you will deal with passengers who have arrived
at their destination. A few of the passengers have encountered problems when trying to collect
their baggage. It is important for ground staff to be calm when dealing with passengers with
problems after a long flight.

UNIT GOALS
§ Help passengers with baggage issues.
§ Deal with conflict politely.
§ Arrange delivery for missing baggage.

WARM-UP
Warm-up Activity 1:
1. Ground staff often need to help passengers with baggage. (T)
2. Occasionally baggage goes missing. (T)
3. Passengers sometimes forget their belongings on the plane. (T)

Warm-up Activity 2:
1. What problems can passengers have with baggage?
Sample answer: Some problems can be missing baggage, forgotten baggage, and
damaged baggage.
2. What are some reasons for missing baggage?
Sample answer: Baggage was loaded on wrong flight, it has been left behind, another
customer has taken it by mistake.
3. If baggage doesn’t arrive, what should the ground staff do?
Sample answer: They should check for the location of the baggage and arrange early
delivery to the customer.

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LISTENING
Listening Activity 1: Listen to audio track 6.1
1. The passenger’s baggage hasn’t arrived. (T)
2. The baggage was damaged on the flight. (F)
3. The ground staff will arrange for the baggage to be delivered to the passenger’s home. (T)

Listening Activity 2: Listen to audio track 6.2

1. Why did the passenger need help?
The passenger’s baggage hasn’t arrived yet.
2. What did the ground staff ask to see?
They ground staff asked to see the passenger’s baggage claim tag.
3. How did the ground staff apologize to the passenger?
We sincerely apologize for any inconvenience this may cause.

Listening Activity 3: Listen to audio track 6.3

Passenger: Excuse me, I forgot my (souvenirs) on the plane. What should I do?
Ground staff: One moment, madam. Would you mind telling me your flight number, seat
number, and (describe) your souvenirs?
Passenger: My flight was NH9 from (New York) and seat number was 31C. They are in a
(white) bag. Here’s my boarding pass.
Ground staff: Thank you. Do you remember where you left them on the plane?
Passenger: I think I left them in the overhead compartment above my seat.
Ground staff: Thank you, (Mrs. Boon). Would you mind waiting for a few minutes while we check
the plane for your souvenirs? Please feel free to have a seat and (relax).
Passenger: OK. Thank you for your help.

(Full audio for this Unit can be downloaded from the HALICO Website www.halico.jp/ana-resources)

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SAY IT RIGHT – BE POLITE

1. Hi guys, what’s up?
Good Afternoon. May I (be) of (assistance)?
2. Oh, hard luck, your baggage was left behind at Frankfurt Airport.
I’m (sorry) to (inform) you that your baggage was left behind at Frankfurt Airport
3. You must fill in the blanks and submit this document.
(Would) you (mind) filling in the blanks and submitting this document?
4. Don’t worry, madam. Sit down and take it easy until she returns.
I (understand), madam. Please feel free to have a seat and make yourself (comfortable)
until she returns.

VOCABULARY
Conversation 1:
Ground staff: Good afternoon, sir. May I help you?
Passenger: I’ve been waiting for my baggage for a while, but it hasn’t arrived yet.
Ground staff: I understand, sir. May I see your (baggage claim) tag?
Conversation 2:
Ground staff: I regret to (inform) you that your baggage wasn’t (loaded) on this flight. We are
waiting for confirmation on the location of your baggage.
Passenger: Oh, that’s terrible. Is there anything you can do for me?
Conversation 3:
Ground staff: I’m very sorry, sir. Once we (locate) your baggage, we’ll (arrange) for it to be
(delivered) directly to your home. We (sincerely) apologize for any (inconvenience) this may
cause you. Would you mind (filling) in this document?
Passenger: OK. I cannot believe this has happened.
Conversation 4:
Passenger: Excuse me, I (forgot) my iPad on the plane. What should I do?
Ground staff: One moment, sir. Would you mind telling me your seat number and where you left
your iPad?
Passenger: My seat number was 21C. I (think) I left it in the (seat pocket).
Ground staff: Thank you, sir. Would you mind waiting for a few minutes while we check the
plane for your iPad?
Passenger: OK. Thanks for your help.
Ground staff: Our pleasure, sir. Please feel free to have a seat and we will be right with you.

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 HOSPITALTY ENGLISH Teacher’s Guide V1.3

UNIT 7: Welcome Aboard

UNIT07 から 12 までは客室乗務員(Cabin Attendant, CA)編です。まず、機内へのお出迎えから
始めましょう。第一印象が大切です。最高の笑顔とアイコンタクトで、美しいお辞儀とともに
ご挨拶してください。
Unit 7 to 12 are focused on Cabin Attendants, CA. In this unit students learn the importance of
first impressions. It is important to greet with a smile, keep eye contact and bow beautifully.

UNIT GOALS
§ Welcome boarding passengers.
§ Give directions to boarding passengers.
§ Explain where to stow baggage.

WARM-UP
Warm-up Activity 1:
1. There are size limits for carry-on baggage. (T)
2. Baggage shouldn’t be left in the aisles. (T)
3. Fragile items shouldn’t be stowed in the overhead compartments. (T)

Warm-up Activity 2:
1. How should cabin attendants greet boarding passengers?
Sample answer: Cabin attendants should greet customers with a bow, smile and
maintain eye contact.
2. Where should passengers stow their belongings?
Sample answer: Passengers should stow their belongings in the overhead compartment
or under the seat in front of them.
3. How do cabin attendants help passengers during boarding?
Sample answer: Cabin attendants give passengers directions, help stow their carry-on
baggage, and give instructions.

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LISTENING
Listening Activity 1: Listen to audio track 7.1
1. The passenger has a window seat. (T)
2. The passenger doesn’t have any baggage. (F)
3. The cabin attendant asks a passenger to clear the aisle. (T)

Listening Activity 2: Listen to audio track 7.2

1. What does the cabin attendant ask the passenger to do with their baggage?
The cabin attendant asks the passenger to place their baggage under the seat in front of
them.
2. Where does the cabin attendant place the passenger’s baggage?
The cabin attendant places the passenger’s baggage in the overhead compartment.
3. When will the cabin attendant return the passenger’s jacket?
The cabin attendant will return the passenger’s jacket before the seat belt sign comes on
prior to landing.

Listening Activity 3: Listen to audio track 7.3

Ground staff: Excuse me, sir. Please (place) your baggage (under) the seat in front of you.
Passenger: (Unfortunately), it’s too (big) to place under the seat.
Ground staff: In that case, could you place your baggage in the (overhead compartment)?
Passenger: I’d love to, but it’s already (full).
Ground staff: Let me check it for you. Does your baggage contain any (fragile), (valuable) items,
or anything you need during the flight?
Passenger: No. It’s fine.
Ground staff: There’s room in this overhead compartment, sir. I’ll stow it for you. Would you like
me to (hang) your jacket in the (closet)?
Passenger: Oh, what a nice idea! That (sounds) great.
Ground staff: Certainly, sir. Is there (anything) valuable in it?
Passenger: No. Nothing at all.

(Full audio for this Unit can be downloaded from the HALICO Website www.halico.jp/ana-resources)

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 HOSPITALTY ENGLISH Teacher’s Guide V1.3

SAY IT RIGHT – BE POLITE

1. Hi, guys! Show me your boarding passes.
Good evening. (May) I (see) your boarding passes?
2. Hey, lady! Get out of the way! You’re blocking the aisle.
(Excuse) me, (madam). Would you mind stepping (aside), so that we can pass through?
3. You must put your baggage under the seat in front of you now!
Would you (mind) (placing) your baggage under the seat in front of you?
4. Give me your jacket if you want me to hang it.
(Would) you (like) (me) to hang your jacket in the closet, sir/madam?

VOCABULARY
Conversation 1:
Ground staff: Good morning, madam. May I see your boarding pass, please?
Passenger: Good morning. Here it is.
Ground staff: Thank you. Please (follow) me down this aisle.
Conversation 2:
Ground staff: Madam, may I assist you with your baggage?
Passenger: Oh, that’s very kind of you. I really (appreciate) your help.
Ground staff: My pleasure, madam.
Conversation 3:
Ground staff: Excuse me, madam. Would you mind stepping (aside) for just a moment?
Passenger: Sure. Not a problem.
Ground staff: Thank you for your (cooperation).
Conversation 4:
Ground staff: Excuse me, madam. Your baggage looks (heavy). May I assist you?
Passenger: That’s very kind of you. Thank you.
Ground staff: Madam, do you have any valuables or (fragile) items in your baggage?
Passenger: No, just clothes and books.
Ground staff: Then, I’ll place it in this (overhead compartment). May I (hang) your jacket in the
(closet)?
Passenger: What a (nice idea). I appreciate your help.
Ground staff: I’ll bring your jacket back (prior) to (landing).
Passenger: Thank you.

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UNIT 8: Before Takeoff

ドアが閉まり、いよいよ出発です。お客様に快適な空の旅をお楽しみいただくために、まずは
離陸に備え座席ベルトをしっかりと締めていらっしゃるか等の安全確認をしましょう。ご協力
いただく際には、安心感を与える笑顔とゆっくりと落ち着いた口調で対応し、ご協力に対して
は必ずお礼の言葉を添えましょう。
In this unit students will learn what to do after the cabin doors have closed and what to do before
takeoff. For passengers to enjoy a safe and comfortable flight, they should fasten their seatbelts.
When asking passengers for cooperation, it is important to maintain a smile that gives a sense of
security and speak in a calm tone. Always remember to thank passengers for their cooperation.

UNIT GOALS
§ Offer pre-flight service.
§ Explain safety rules and regulations.
§ Deal with conflict calmly.

WARM-UP
Warm-up Activity 1:
1. Cabin attendants should check that seats are upright. (T)
2. Passengers should keep their seat belts fastened while seated. (T)
3. Turbulence can be experienced during a flight. (T)

Warm-up Activity 2:
1. What kind of service do cabin attendants give before takeoff?
Sample answer: Offer drink service to passengers in business and first class.
2. Where should passengers stow their baggage?
Sample answer: Passengers should stow their baggage in the overhead compartment or
under the seat in front of them.
3. What should cabin attendants check before takeoff?
Sample answer: Cabin attendants should check passengers’ seat belts, baggage is
stowed, tables and seats are in original positions.

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LISTENING
Listening Activity 1: Listen to audio track 8.1
1. The passenger would like orange juice. (F)
2. The cabin attendant asks the passenger to hold her baby firmly. (T)
3. The emergency exit must be kept clear during takeoff and landing. (T)

Listening Activity 2: Listen to audio track 8.2

1. What does the passenger ask the cabin attendant?
The passenger asks for a glass of still water.
2. What does the cabin attendant ask the passenger to do with their seat?
The cabin attendant asks the passenger to put the seatback upright and return the table
to the original position.
3. What does the cabin attendant tell the passenger to do while seated?
The cabin attendant tells the passenger to keep their seat belt fastened while seated.

Listening Activity 3: Listen to audio track 8.3

Cabin Attendant: Welcome aboard, madam. Would you like something to (drink) before takeoff?
We have (champagne) and (orange) juice.
Passenger: May I have a glass of (still water)? I’d like to take some (medicine).
Cabin Attendant: Certainly, madam. I’ll bring you a glass of still water. Just a moment, please.
(next passenger)

Cabin Attendant: I’m sorry to bother you, but I’m afraid you are not allowed to keep your
baggage at your feet. Please place them in the (overhead) compartment.
Passenger: Oh, no. Why not?
Cabin Attendant: This is an (emergency) exit row and according to (safety) regulations, it must
be kept (clear) during takeoff and landing. May I place your baggage in the overhead
compartment nearest to your seat?
Passenger: Yes, please. Thanks for your (explanation).
Cabin Attendant: Thank you for your cooperation, madam.

(Full audio for this Unit can be downloaded from the HALICO Website www.halico.jp/ana-resources)

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SAY IT RIGHT – BE POLITE

1. Hey girl! Put your table back to the original position.
Excuse me, madam. Would you (mind) returning your table to its original position?
2. Hi, madam. You’d better keep your seat belt fastened while seated.
(Excuse) (me), madam. I (suggest) you keep your seat belt fastened while seated.
3. Hey, madam! Put your baggage in the overhead compartment.
Excuse me, madam. (Please) stow your baggage in the overhead compartment.
4. Want a drink before takeoff?
Would (you) (like) something to drink before takeoff?

VOCABULARY
Conversation 1:
Cabin Attendant: Welcome aboard, sir. Would you like something to drink before (takeoff)?
Passenger: May I have a glass of orange juice?
Cabin Attendant: Certainly, sir.
Conversation 2:
Passenger: May I have a glass of (still water)? I’m going to take some (medicine) before takeoff.
Cabin Attendant: Certainly, sir. I’ll bring you a glass of still water. Just a moment, please.
Conversation 3:
Cabin Attendant: Please return your seat to an (upright) position and return your table to its
(original) position.
Passenger: Why can’t I leave it down?
Cabin Attendant: It’s for your own (safety). We will be departing soon.
Conversation 4:
Cabin Attendant: Excuse me, sir. As this is the emergency exit row, we ask you to stow your
baggage in the overhead compartment.
Passenger: Really? I’d prefer to keep it at my feet.
Cabin Attendant: I understand, sir. But, according to safety regulations it must be (securely)
stowed in the overhead compartment.
Passenger: OK. Thanks for your explanation.
Cabin Attendant: For your own safety, please keep your seat belt (fastened) while seated. We
may (unexpectedly) experience (turbulence) during the flight. We also request that you firmly
(hold) any (loose) items during takeoff and landing.

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UNIT 9: In-flight Service

飛行機が水平飛行に移りました。これからお客様に食前酒（アペリティフ）とお食事を楽しん
でいただきます。上空では気圧の関係でアルコールの効き具合が地上より強まることに注意し
てサービスをしましょう。
In this unit students learn how to perform in-flight service. Now the plane has leveled off, it is time
for passengers to enjoy an aperitif and a meal. Take note that due to atmospheric pressure the
effect of alcohol is much stronger at higher altitudes.

UNIT GOALS
§ Take beverage and meal orders.
§ Ask passengers for preferences.
§ Describe beverages and meals to passengers.

WARM-UP
Warm-up Activity 1:
1. Cabin attendants should be able to describe meals. (T)
2. Economy and business class meals are the same. (F)
3. Economy class meals are served on one tray. (T)

Warm-up Activity 2:
1. What questions do passengers ask cabin attendants about meals?
Sample answer: Passengers ask about the choice of meals and what meals include.
Some passengers have dietary requirements.
2. What kind of meals do cabin attendants serve to passengers?
Sample answer: Japanese, Western, Low Calorie, Fruit, Sandwiches, Noodles.
3. What kind of drinks do passengers order?
Sample answer: Soft drinks, alcohol, cola, fruit juice, beer, wine, sake, whiskey, etc.

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LISTENING
Listening Activity 1: Listen to audio track 9.1
1. The passenger wants ice and water with his whisky. (T)
2. The western meal is a sirloin steak or salmon. (F) (steak is a tenderloin)
3. The passenger would like the Riesling wine with the main dish. (T)

Listening Activity 2: Listen to audio track 9.2

1. What kinds of whisky are available?
Scotch Whisky, Bourbon Whiskey, and Japanese Whisky.
2. How long was the whisky aged?
The whisky was aged in an oak barrel for 18 years.
3. How would the passenger like the whisky?
The passenger would like the whisky with ice and water.

Listening Activity 3: Listen to audio track 9.3

Cabin Attendant: How are you enjoying the whisky? Does it meet with your (expectations)?
Passenger: Yes. It’s very nice, thank you.
Cabin Attendant: Have you had a (chance) to choose a meal from the menu, sir?
Passenger: Oh no, I haven’t.
Cabin Attendant: We have a choice of (Western) or (Japanese). Which would you prefer?
Passenger: What’s the Western meal?
Cabin Attendant: There’s (tenderloin) steak with green pepper sauce, or (salmon) with white
sauce.
Passenger: I’ll take the salmon, please.
Cabin Attendant: The salmon. (Excellent) choice, sir. Would you like to change your drink for the
main dish?
Passenger: That’s a good idea. What kind of (white wine) do you have?
Cabin Attendant: You may choose between Chardonnay and Riesling.
Passenger: All right. Let me try the (Riesling).

(Full audio for this Unit can be downloaded from the HALICO Website www.halico.jp/ana-resources)

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 HOSPITALTY ENGLISH Teacher’s Guide V1.3

SAY IT RIGHT – BE POLITE

1. Hi, guys! Want something to drink before the meal?
Sorry to bother you. Would (you) care (for) something to drink before the meal?
2. Hurry up and give me a medium rare steak!
Excuse me. (May) (I) (have) a medium rare steak, please?
3. I guess you want some water for your bourbon.
Would (you) (like) some water for your bourbon?
4. Nope. You have no choice but the salmon, the tenderloin is out now.
I’m (afraid) we’ve run out of tenderloin steak. We only have salmon, but it’s very
delicious.

VOCABULARY
Conversation 1:
Cabin Attendant: Would you like a drink before your meal?
Passenger: Yes please. What kind of white wine do you have?
Cabin Attendant: We have a (choice) of Riesling and Chardonnay.
Conversation 2:
Cabin Attendant: Did you enjoy the Riesling, sir? Did it meet with your (expectations)?
Passenger: It was delicious, but I’d like to (change) to the Chardonnay.
Cabin Attendant: Certainly, sir.
Conversation 3:
Cabin Attendant: Excuse me, sir. We are about to (serve) the (meal). Have you (decided)
between the Japanese meal and the Western meal?
Passenger: What is the Western meal?
Cabin Attendant: You have a choice of a (tenderloin) steak or salmon with white sauce.
Conversation 4:
Cabin Attendant: How did you enjoy your meal, sir? Did it meet with your expectations?
Passenger: Yes. It was amazing, very tasty. Thank you.
Cabin Attendant: Thank you, sir. Do you mind if I (clear) your table?
Passenger: Please do.
Cabin Attendant: Would you like some cheese or dessert to follow your meal?
Passenger: No thanks. I’m (full). However, I would like a whisky.
Cabin Attendant: Certainly, sir. How would you like your whisky?
Passenger: (On the rocks), please. By the way, how long was this whisky (aged)?
Cabin Attendant: It was aged in an (oak barrel) for 18 years.

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 HOSPITALTY ENGLISH Teacher’s Guide V1.3

UNIT 10: In-flight Sales

食事のサービスが終わると、お休みになる、映画をご覧になる、お仕事をなさるなどお客様は
それぞれの時間を過ごされます。中には、出張先で多忙な時間を過ごされ出発時刻ギリギリに
ご搭乗されたため、ご家族や同僚の方への贈り物やお土産を買う時間がなくなってしまい、機
内でお買い物をされるお客様もいらっしゃいます。
In this unit students learn how to perform in-flight sales. After meal service there is often time for
passengers to rest, watch a movie, or even work. Some passengers are busy while on business
trips and have little time for shopping. In-flight sales is an opportunity for them to purchase gifts
or souvenirs for family, friends, or colleagues.

UNIT GOALS
§ Perform in-flight sales.
§ Make recommendations.
§ Describe products.

WARM-UP
Warm-up Activity 1:
1. Cabin attendants sell duty-free on domestic flights. (F)
2. Cabin attendants should never suggest gifts. (F)
3. ANA Cards often have bonus offers. (T)

Warm-up Activity 2:
1. What do cabin attendants sell on international flights?
Sample answer: Cabin attendants sell duty-free items. Perfume, alcohol, fashion goods,
etc.
2. What gifts could a cabin attendant suggest for Mother’s Day?
Sample answer: Cabin attendants could suggest a scarf, watch, jewelry, perfume, etc.
3. How can passengers pay for duty-free goods?
Sample answer: Passengers could pay by credit card or cash.

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LISTENING
Listening Activity 1: Listen to audio track 10.1
1. The passenger would like to buy a Mother’s Day gift. (T)
2. The cabin attendant suggests perfume. (F)
3. The passenger will pay by credit card. (T)

Listening Activity 2: Listen to audio track 10.2

1. Describe the passenger’s mother and what she likes to do.
She is fashionable and likes to eat out with friends.
2. What colors are available?
Brown and red.
3. What is the campaign?
Double miles and 10% discount.

Listening Activity 3: Listen to audio track 10.3

Cabin Attendant: Thank you, sir. May I suggest this long brown (scarf)? It’s very (elegant). Your
mother could wear it when meeting her (friends).
Passenger: I see. Do you have any other colors, (such as) light yellow or light green?
Cabin Attendant: Unfortunately, the only other color we have right now is (red). Would you like
to take a look, sir?
Passenger: That’s OK. I’ll take the brown scarf as you (suggested).
Cabin Attendant: Thank you, sir. Would you like anything else?
Passenger: Oh, no! ... Are you trying to (bankrupt) me? ...I’m just kidding with you.
Cabin Attendant: Sorry, sir. How would you like to pay? We accept (cash) and credit card.
Passenger: Are there any benefits if I use my ANA Card?
Cabin Attendant: Absolutely, sir. By using your ANA Card, you can take (advantage) of the
double-miles campaign and also receive (10%) discount (off) your purchase.
Passenger: That’s great! I’ll pay with my (ANA Card).

(Full audio for this Unit can be downloaded from the HALICO Website www.halico.jp/ana-resources)

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SAY IT RIGHT – BE POLITE

1. Time is almost up for duty-free. Do you wanna buy anything?
Duty-free sales will be closing soon. (Would) (you) like to buy anything?
2. Thanks for spending big. Wanna buy more?
(Thank) (you) for your purchase. Would you like to buy anything else?
3. Hey! I want to pay for this, hurry up!
(Sorry) to bother you. (How) (may) I pay for this?
4. Want me to gift wrap the scarf?
(Would) you like (me) to gift wrap the scarf?

VOCABULARY
Conversation 1:
Cabin Attendant: Passenger: I’d like to buy a (gift) for my mother.
Cabin Attendant: That’s very nice of you, sir. What is the special (occasion)?
Passenger: It’s her birthday next week.
Conversation 2:
Cabin Attendant: What do you think your mother would like?
Passenger: I’m not sure. She is elegant and loves (fashionable) clothes.
Cabin Attendant: Thank you, sir. May I suggest this beautiful scarf?
Conversation 3:
Passenger: That looks perfect. How much is it?
Cabin Attendant: Let me check, sir. It is (on sale) for 25,000yen.
Passenger: Wow! That’s expensive! Are you trying to (bankrupt) me? I’m just (kidding) with you.
Conversation 4:
Cabin Attendant: Do you have an ANA Card, sir?
Passenger: Yes. Is there a special (campaign) for ANA Card (holders)?
Cabin Attendant: Yes, sir. If you make a payment with your ANA Card, you will receive (bonus)
miles on any purchase.
Passenger: Wow! That’s great! I’ll (take advantage) of that.
Cabin Attendant: Your mother will have a (pleasant surprise) when she sees her new scarf.
Passenger: A (win-win) situation. I get bonus miles and my mother gets a gift.
Cabin Attendant: Certainly, sir.
Passenger: OK. I’d Iike to pay with my ANA Card, please.

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UNIT 11: Passenger Care

飛行時間の長い便では、機内で具合が悪くなるお客様がいらっしゃるかも知れません。いかな
る事態に遭遇しても戸惑わないよう、日ごろから諸準備を怠らず、心構えをしっかりしておく
必要があります。また、小さなお子様連れのお客様は、お子様の泣き声などで周りのお客様に
ご迷惑をかけないかと緊張気味のことが多いので、CA が積極的にお手伝いします。
In this unit students will learn how to deal with sick passengers. On long-haul flights, some
passengers may become sick. To address these situations properly, you need to be prepared for
a variety of cases. Sometimes passengers traveling with small children are anxious and worry
about making a disturbance. It’s important to proactively help these passengers

UNIT GOALS
§ Help unwell passengers.
§ Assist a parent with a baby.
§ Sympathize with passengers.

WARM-UP
Warm-up Activity 1:
1. Cabin attendants often help parents with their children. (T)
2. Some passengers get airsickness or motion sickness. (T)
3. It is important to sympathize with a sick passenger. (T)

Warm-up Activity 2:
1. How do cabin attendants help parents with a baby?
Sample answer: They often help them when they are getting on and off the plane. They
also help with the use of the lavatory and at mealtimes.
2. How do cabin attendants help unwell passengers?
Cabin attendants help by making the passenger feel comfortable and monitor their
condition.
3. How else may cabin attendants take care of passengers?
They may help by providing water to drink, pillows, blankets, etc.

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LISTENING
Listening Activity 1: Listen to audio track 11.1
1. The passenger hasn’t been feeling well. (T)
2. The cabin attendant suggests wearing something warm. (F)
3. The cabin attendant will check if there is a doctor on board. (F)

Listening Activity 2: Listen to audio track 11.2

1. What is wrong with the passenger?
The passenger hasn’t been feeling well.
2. How does the cabin attendant help the passenger?
The cabin attendant suggests loosening clothing and will provide a glass of water and a
cold towel for the passenger’s forehead.
3. What does the cabin attendant suggest the passenger do?
The cabin suggests the passenger loosens clothing and try to get some sleep.

Listening Activity 3: Listen to audio track 11.3

Passenger: Excuse me. Is there somewhere I could (change) my baby?
Cabin Attendant: Yes, madam. Would you mind coming with me? There’s a (change) table in
the (lavatory). Is this your first time to change a diaper on a plane?
Passenger: It sure is. I’m new to this. I’ve only been a mother for (6 months).
Cabin Attendant: Congratulations! What a (cute) baby. Would you like me to show you how to
use it?
Passenger: That would be great. That’s very kind of you.
Cabin Attendant: We (sympathize) with your situation. I’ll do everything possible in my power to
help you have a (pleasant) flight.
Passenger: I really appreciate your help and kindness.
Cabin Attendant: You’re quite welcome, madam. It’s my (privilege) to support a mother and
baby as one of the working mothers in ANA’s cabin crew. Please don’t hesitate to call on us
whenever you need (assistance).

(Full audio for this Unit can be downloaded from the HALICO Website www.halico.jp/ana-resources)

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 HOSPITALTY ENGLISH Teacher’s Guide V1.3

SAY IT RIGHT – BE POLITE

1. I order you not to take anything else right now.
I (suggest) you do not take anything else right now.
2. Bad luck, you are flying on a long flight with your baby.
We (sympathize) with your situation. It’s my (privilege) to help a mother.
3. Thanks a lot for your help.
Thank you. I really (appreciate) your help.
4. No problem. It’s a piece of cake.
You’re quite welcome, sir. It’s my (pleasure).

VOCABULARY
Conversation 1:
Passenger: Excuse me. I haven’t been feeling well for some time now.
Cabin Attendant: May I help you (recline) your seat? And, I suggest you loosen your clothing.
Passenger: Thank you. May I have a glass of water?
Cabin Attendant: Certainly, sir.
Conversation 2:
Cabin Attendant: Would you also like a (cold towel) for your (forehead)?
Passenger: Yes, please. That would be good.
Cabin Attendant: I’ll be right back with your cold towel.
Conversation 3:
Passenger: I really appreciate your help. Thank you.
Cabin Attendant: My pleasure, sir. I’ll come back later to check on how you’re (feeling). In the
(meantime), please try to make yourself comfortable.
Passenger: Thank you. I’ll try.
Conversation 4:
Cabin Attendant: How is your flight, madam? Can I be of any assistance?
Passenger: Good, thanks. I’d like to (change my baby). Is there a (changing table)?
Cabin Attendant: Certainly, madam. There is a changing table in the (lavatory). Would you like
me to show you how to use the table?
Passenger: Yes, please. This will be my first time to change a (diaper) on a plane.
Cabin Attendant: Please follow me. We (sympathize) with your (situation). I’ll do everything
possible in my power to help you enjoy a pleasant flight.
Passenger: I really appreciate your help and kindness.
Cabin Attendant: You’re welcome, madam. It’s my (privilege) to support a mother and baby.

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 HOSPITALTY ENGLISH Teacher’s Guide V1.3

UNIT 12: Before Landing

今回が CA 編の最終回、楽しい空の旅もいよいよ終盤を迎えています。ここでは着陸前の到着
地案内等を学びます。お客様からの質問に備え、到着地空港の C.I.Q.(Customs, Immigration,
Quarantine) や乗り継ぎに関する知識は常に最新のものにしておきましょう。
This is the final unit for Cabin Attendants. In this unit students will learn how to perform landing
procedures. It’s important to keep up to date on the Customs, Immigration, and Quarantine
regulations for the airports being used as connections or final destinations.

UNIT GOALS
§ Prepare passengers for landing.
§ Explain customs, immigration, and quarantine procedures.
§ Advise transit passengers.

WARM-UP
Warm-up Activity 1:
1. Immigration is at the domestic terminal. (F)
2. All passengers need to fill in customs declaration forms. (T) International flights
3. Quarantine inspects food, plants, and animals. (T)

Warm-up Activity 2:
1. What forms do passengers fill out when entering a country?
Sample answer: Passengers fill in entry documents. Customs and Immigration forms.
2. What are some reasons for a flight delay?
Sample answer: A flight can be delayed due to bad weather and traffic congestion.
3. What can passengers do while in transit at the airport?
Sample answer: Passengers can spend time shopping, eating, relaxing, visiting the
lounge, etc.

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 HOSPITALTY ENGLISH Teacher’s Guide V1.3

LISTENING
Listening Activity 1: Listen to audio track 12.1
1. The passenger is transiting to another country. (F)
2. The passenger would like to buy some flowers. (F)
3. Customs is just before Immigration. (F)

Listening Activity 2: Listen to audio track 12.2

1. Where will the passenger be staying?
The passenger will be staying in Tokyo for a couple of days then heading to Okinawa.
2. Where does the cabin attendant tell the passenger to present the entry documents?
The cabin attendant tells the passenger to present the documents at Immigration and
Customs.
3. What does the passenger ask the cabin attendant to do with the flowers?
The passenger asks the cabin attendant to dispose of the flowers.

Listening Activity 3: Listen to audio track 12.3

Cabin Attendant: Excuse me, sir. Do you have (entry documents) for Japan?
Passenger: No, I’m only transiting in Tokyo, then heading to Bangkok today.
Cabin Attendant: Is it an immediate (connection), or do you have some time before your
(connecting) flight to Bangkok?
Passenger: Well, I have about six hours until the departure time. Could you tell me how I can
(kill some time) at Narita Airport?
Cabin Attendant: The airport should have some things to (entertain) transit passengers. I
suggest you speak to the ANA (Transit Desk) on the (arrival floor) for more information.
Passenger: OK. ANA Transit Desk on the arrival floor. By the way, is there something wrong?
We seem to be (behind) schedule.
Cabin Attendant: Thank you for your (patience), sir. The delay is due to air traffic (congestion),
but we should be able to make our descent in a few minutes.

(Full audio for this Unit can be downloaded from the HALICO Website www.halico.jp/ana-resources)

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 HOSPITALTY ENGLISH Teacher’s Guide V1.3

SAY IT RIGHT – BE POLITE

1. Fill out this form and present it at Immigration.
We (kindly) ask you to fill out this form and present it at Immigration.
2. Tell me how to spend my time while in transit at Narita Airport.
Would you (mind) (telling) me how I could spend my time in transit at Narita Airport?
3. Thanks for waiting. We’re now ready for takeoff.
Thank you for your (patience). We are now ready for takeoff.
4. Hey! Don’t use cell phones until you get off the plane.
(Excuse) (me). Please refrain from talking on cell phones until you disembark.

VOCABULARY
Conversation 1:
Cabin Attendant: Excuse me, sir. Do you have your (entry documents) for Japan?
Passenger: No, I don’t.
Cabin Attendant: Here you are, sir.
Conversation 2:
Passenger: Sorry to trouble you. Is it OK to take beef jerky into the country?
Cabin Attendant: Please present it at the (Quarantine) counter for (inspection).
Passenger: Sounds (complicated). Could you (dispose) of it for me?
Conversation 3:
Passenger: Excuse me. Is there a problem? We seem to be behind (schedule).
Cabin Attendant: Thank you for your patience, sir. Due to air (traffic congestion), there has been
a (delay). We’ll make our (descent) in a few minutes.
Passenger: OK. I understand, thank you.
Conversation 4:
Cabin Attendant: Excuse me, sir. Do you have your entry documents ready?
Passenger: I don’t think I need them. I’m only (transiting) in Haneda. I have
a connecting flight to Sydney in a couple of hours.
Cabin Attendant: Do you already have your boarding pass for your connecting flight?
Passenger: Yes. Here it is.
Cabin Attendant: In that case, there is no need to (pass through) Customs. Please proceed
directly to the (transit lounge).
Passenger: OK. Thank you.
Cabin Attendant: My pleasure, sir.

Copyright HALICO株式会社 _ Only to be used in conjunction with purchased textbooks 36