Contenidista Licenciatura en

• Inglés Nivel 2•
Carolina Guerrero TURISMO

Índice

Unit II: A place to stay ....................................................................................... 2

Objetivos .................................................................................................... 2
Customer care ............................................................................................. 2
Welcoming guests .............................................................................. 2
Language spot ............................................................................................. 4
Where things are ............................................................................... 4
Hotel services.............................................................................................. 5
The staff structure of hotels .......................................................................... 6

• Universidad Católica de Santiago del Estero • •1•

 Contenidista Licenciatura en
• Inglés Nivel 2•
Carolina Guerrero TURISMO

Unit II: A place to stay

Objetivos

 Producir textos escritos a partir de descripciones.

 Escuchar los diálogos para una pronunciación más fluida y adecuada.
 Desarrollar comprensión lectora para que puedan abordar textos de su
área de especialidad en forma autónoma.

Video

Para comenzar, los invito a ver el video de Introducción a la

unidad, disponible en el aula virtual.

Customer care

Welcoming guests
Eight simple rules for welcoming guests
 Smile when you greet the customer
 Listen to what the customer is saying.
 Make eye contact, but don’t stare.
 Make sure you look interested.
 Address the customer by name
 Don’t interrupt the customer
 Keep a reasonable distance from the customer, not too close and not too far
 Always thank the customer when appropriate

Vocabulary
1. Match the terms in A with the definitions in B.

A B
a) A plastic card with a magnetic strip for
1. To allocate
opening a door.
b) A paper document to show that a guest has
2. Identification
already paid for a room.
c) The level of importance a guest has for a
3. A guest history
hotel.
4. A key card d) To give a guest a specific room.
e) A card showing details of a guest’s stay in a
5. Preferences
hotel.
6. Room rack f) An important guest-either a regular (VIP 2)

• Universidad Católica de Santiago del Estero • •2•

 Contenidista Licenciatura en
• Inglés Nivel 2•
Carolina Guerrero TURISMO

or a special guest (VIP 1)

g) To pass a credit card through a terminal to
7. A registration card
register the card details.
h) The computer screen or the board that
8. A walk-in
shows which rooms are free.
i) A computer file that shows details of a
9. Guest status
client’s previous stays in a hotel.
j) E.g. smoking or non-smoking room, inside
10. To swipe
or outside room, near the lift, etc.
k) E.g. a driving licence, a Passport, an ID
11. A VIP
card, etc.
l) A chance guest –someone who arrives
12. A Voucher
without a room reservation.

2. Complete the following chart for the registration of a new arrival using words from A.
PROCEDURE 1- Individual arrival with reservation

Greet guest

Check reservation details on computer

Ask for some form of _________

Check guest __________ for status and preferences

No history? Subroutine 1

Check __________ and __________ suitable room

Check car parking needs

Complete registration card

__________ credit card (or request agency __________

if appropriate Subroutine 2)

Ask client to sign __________ Keep hotel section.

Hand client registration card and __________

Give room number and indicate location of lifts, restaurants, etc.

Give details of breakfast service.

Welcome guest!

3. Listen to the whole dialogue and complete these sentences.

• Universidad Católica de Santiago del Estero • •3•

 Contenidista Licenciatura en
• Inglés Nivel 2•
Carolina Guerrero TURISMO

1) Good evening, sir. __________ can I __________ you?

2) Could I just __________ some __________ please, Mr. Scott?
3) And will you be __________ the __________?
4) Will you be __________ by __________ card?
5) Could I just __________ your card a moment please, to __________ it?
6) And if you could __________ __________ here on the registration card?
7) And __________ is your __________ card?

Language spot

Where things are

1. Look at the hotel plan.
a) Find the breakfast room, the Cordon Bleu restaurant, and the ground floor lifts.
b) Now find the hairdresser’s, the gift shop, and Meeting room 1. Where are they?
c) Listen to the receptionist and check your answer

2. You are the receptionist. How would you answer these guests?
1) Excuse me, where’s the garage?
2) Excuse me, do you have a gym?
3) Excuse me, are there toilets near the wellness area?
4) Excuse me, is there a business corner in the hotel?
5) Hi, have you got a swimming pool?

• Universidad Católica de Santiago del Estero • •4•

 Contenidista Licenciatura en
• Inglés Nivel 2•
Carolina Guerrero TURISMO

Reading

Hotel services

1. Look quickly through the hotel leaflet below. When would you expect to be given this
leaflet?
 On arrival
 On leaving the hotel
 On asking about a particular hotel service.

BUSINESS SERVICES DISABLED FACILITIES GREEN POLICY

Fax and photocopying services are The hotel has a limited number of The hotel has adopted some
available at Reception. Prices on bedrooms suitable for the partially policies in the interest of the
request. There is a modern socket disabled. environment:
in each room for internet Only towels left in the bath will be
connections. Any calls that are EXPRESS CHECKOUT changed.
made will be charged to your This facility is available via your To conserve energy, the electricity
account. TV. Switch your TV on, press supply to your room is controlled
INFO on your remote control, then by the box on the wall near the
CAR PARKING choose option 6 to view your door. To switch up the power,
There are a limited number of account, and option 7 to check out place your key card in the slot in
spaces at the hotel available on a of your room. the top of the box when you enter
first come, first parked basis. All the room. Remove the key card
vehicles parked in the car park are FOOD
when you leave, and the electricity
parked at the owner’s risk. A wide variety of Takeaway will be switched off automatically.
The hotel accepts no responsibility Menus is available at Reception.
for any loss or damage caused to Takeaways can be enjoyed in the HEATING
cars parked in the car park. Bar on the ground floor, the The hotel has heating on from
Breakfast Room on the first floor, October to April.
or in the comfort of your bedroom.

2. Read the leaflet again and write T (true) or F (False)

1) The hotel can make photocopies for business guests, but charges for the service.
_____
2) The hotel has car parking for only a few cars, so it is best to reserve a parking
space before you arrive. _____
3) The hotel accepts all disabled guests. _____
4) You can check out of the hotel by yourself using the TV in your room. _____
5) You are not allowed to take food to your room. _____
6) You can leave a mobile phone charging its batteries in your room while you go
out for a meal. _____

• Universidad Católica de Santiago del Estero • •5•

 Contenidista Licenciatura en
• Inglés Nivel 2•
Carolina Guerrero TURISMO

Activity 2: Writing

Hotel information
1. Make a list of all the services a hotel can offer in the following areas.
 Eating and drinking
 Recreation and relaxation
 Business services
 Room service and facilities
 Local transport and other services
2. Take responsability for one of the five areas. Write the texts for the
information for your services.

Listening

The staff structure of hotels

Roberta is the General Manager of the Hotel Concordia in Milan. Listen to her talking
about the staff structure of the hotel and complete the diagram.

General Manager

Front office Housekeeping Food and beverages

__________ 1 Rooms Maintenance Restaurant,

bar, and Kitchen
cafeteria

__________ 2 ______.4
__________ 3
________.6 _______.7

______.5
Chefs
Waiters
_______ 8

• Universidad Católica de Santiago del Estero • •6•

 Contenidista Licenciatura en
• Inglés Nivel 2•
Carolina Guerrero TURISMO

Universidad Católica de Santiago del Estero

www.ucse.edu.ar
[email protected] - Tel (54 385) 421-1777 interno 285
Esta obra está licenciada bajo la Licencia Creative Commons
Reconocimiento-NoComercial-SinObraDerivada 4.0 Internacional.
Para ver una copia de esta licencia, visite
https://creativecommons.org/licenses/by-nc-nd/4.0/

• Universidad Católica de Santiago del Estero • •7•