Hotels

​LET'S HAVE SOME REVIEW

​Let's recall the knowledge of comparative, superlative and past tense

Choose whether the sentences are

CORRECT or INCORRECT

​

Multiple Choice

Who is the most talkative person in your family?

• CORRECT

• INCORRECT

Multiple Choice

That is more difficult test of all.

• CORRECT

• INCORRECT

Multiple Choice

English is easier than Italian.

• CORRECT

• INCORRECT

Multiple Choice

This pen writes more good than my previous one.

• CORRECT

• INCORRECT

Multiple Choice

My sister is the oldest than me.

• CORRECT

• INCORRECT

Multiple Choice

I want the newest phone in the shop.

• CORRECT

• INCORRECT

Write the CORRECT WORD of past tense from the word in the brackets

put a comma if there are more than one answer​

​AGENDA

1. ​Grammar : Modal Verbs

2. Vocabulary : hotel services and facilities, hotel trends, hotel charges

3. Professional Skills : Dealing with complaints

4. Case study : Make a good hotel great

Grammar: Modal verbs

​What would the hotel staff say in the following situations?

Write a sentence whether it is making requests or offers using the words in brackets and appropriate modal verbs. Look at the example:

​A guest asks reception to confirm her flight home by phone. (show me flight details)

e.g. Could I have your flight details, please?

Open Ended

A guest is paying for room service. (need credit card and guest to sign)

Open Ended

A guest is checking out and needs to go to the airport. (order a taxi?)

Open Ended

A guest orders drinks in the hotel cafe. (charge to guest room/room number?)

Open Ended

A guest wants to eat in the hotel restaurant this evening. (reserve a table?)

Open Ended

A guest wants to check out. (need key card and room number)

​Vocabulary:

Hotel services and facilities

Look at the picture and guess the name of the hotel facilities​

Multiple Choice

• taps

• bin

• duvet

Multiple Choice

• duvet

• pillow

• sheets

Multiple Choice

• suitcase stand

• switch

• night stand

Multiple Choice

• suitcase stand

• switch

• night stand

Multiple Choice

• sheets

• blanket

• towels

Vocabulary: Why guest complain​

​Read the text titled "What hotel guests really hate" and Complete the text with the adjectives in the box.

​LET'S LEARN ABOUT THE ADJECTIVES FIRST

1. ​broken

2. dirty

3. disappointing

4. missing

5. noisy

6. shabby

7. uncomfortable

8. unhelpful

Professional skill: Dealing with complaints

The hotel manager responds to the complaint of the guest. Complete the email with the words in the box.

​LET'S LEARN ABOUT THE WORDS IN THE BOX FIRST

1. ​apologize

2. booked

3. dealt with

4. feedback

5. hesitate

6. refund

7. sorry

8. unhelpful