Hotel Vocab

TOPICS

• ​Grammar: modal verbs

• Vocabulary: hotel services, facilities, trends

• Professional Skills : dealing with complaints

• Case study : make a good hotel great

​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

Hotel Role Play

When was the last time you stayed in a hotel?

What activities can you do in a hotel?

Do you know how to book a hotel room?

What do you want from a hotel room?

Labeling

Use the labels

Drag labels to their correct position on the image

Check-out

Check-in

Room service

Vacancy

Reception

Reservation

Single room

Luggage

Double room

Lobby

Labeling

Use the labels

Drag labels to their correct position on the image

Luggage

Reservation

Double room

Single room

Check-out

Lobby

Check-in

Vacancy

Reception

Room service

Match

Match the following

• Receptionist

• Bellboy

• Housekeeper

• Hotel Manager

deals with reservations and guests

Takes guests luggage to their rooms

a person who cleans hotel rooms

manages the operations of a hotel

• deals with reservations and guests

• Takes guests luggage to their rooms

• a person who cleans hotel rooms

• manages the operations of a hotel

Match

Match the following

• Bartender

• Valet

• Chef

• Concierge

makes drinks at the hotel bar

parks your car for you

cooks food at the hotel restaurant

handles luggage, mail, reservations etc

• makes drinks at the hotel bar

• parks your car for you

• cooks food at the hotel restaurant

• handles luggage, mail, reservations etc

Get into pairs and get ready

to role play!

Close your books for a moment

and turn over your phones.

Complaints!

Complaints!

What other things might guests complain about? Let's think of as many as possible!

Write a conversation between a guest and staff

Role play the conversation between a guest and staff

Hotel

Vocabulary

P-S​

​English for Hospitality

Pillow case

the covering that goes over

a pillow

​Noun

Patio

outdoor seating

​Noun

Prepare

​get food ready

​Verb

Permit

allow

​Verb

Proceed

​go forward

​Verb

Queen size bed

​bed with plenty of space for two people

​Noun

Question or Concerns

think that tourists may want to say or ask

​Noun

Recipe

​list of ingredients and instructions for preparing a certain type of food

​Noun

Refer

suggest

​Verb

Rare

​cooked meat that is pink inside

​Adjective

Relax

​sit back and enjoy time in peace

​Verb

Seasoning

​the dry flavoring added to food

​Noun

Side dish

​choice of food that

go with the main meal

​Noun

Scenic

nice to look at (nature)

​Adjective

very good

​Adjective

Superb

Multiple Choice

Which is NOT a verb?

• prepae

• permit

• proceed

• patio

Multiple Choice

Which is NOT a verb?

• recipe

• relax

• proceed

• refer

Multiple Choice

What part of speech of Scenic?

• Verb

• Noun

• Adjective

• Adverb

Multiple Choice

Patio

• ​get food ready

• outdoor seating

• the covering that goes over

  a pillow

• ​dry flavoring added to food

Multiple Choice

Seasoning

• ​get food ready

• outdoor seating

• the covering that goes over

  a pillow

• ​dry flavoring added to food

Multiple Choice

Prepa

• ​get food ready

• outdoor seating

• the covering that goes over

  a pillow

• ​dry flavoring added to food

Multiple Choice

​list of ingredients and instructions for preparing a certain type of food

• Relax

• Refer

• Recepi

• ​Recipe

Multiple Choice

Which is wrong?

• queen size bed

• proceed

• purmit

• superb

Fill in the Blanks

Q_estion

Fill in the Blanks

perm_t

Vocabulary C1

accomodation

​

booking

​

customs

Customs is the area of entry into a Country

fare

the money a person pays to travel on a bus, train, boat, or airplane or in a taxi

guest

a person who pays for the services of an establishment (such as a hotel or restaurant)

ID

Identification like a passport

passenger

a person who is travelling in a vehicle but is not driving it, flying it, or working on it:

platform

reception

​

Reservation

A reservation is the arrangement for (a seat, ticket, etc.) to be kept for the use of a particular person:

return ticket

security

​

tourist

A person who is treavelling or visiting a place

visa

 is a conditional authorization granted by a territory to a foreigner, allowing them to enter, remain within, or to leave that territory.

buy

catch

describes the process of getting to a stop/station, waiting and boarding

pay

show

to cause or permit to be seen

Vocabulary C1

accomodation

​

booking

​

customs

Customs is the area of entry into a Country

fare

the money a person pays to travel on a bus, train, boat, or airplane or in a taxi

guest

a person who pays for the services of an establishment (such as a hotel or restaurant)

ID

Identification like a passport

passenger

a person who is travelling in a vehicle but is not driving it, flying it, or working on it:

platform

reception

​

Reservation

A reservation is the arrangement for (a seat, ticket, etc.) to be kept for the use of a particular person:

return ticket

security

​

tourist

A person who is treavelling or visiting a place

visa

 is a conditional authorization granted by a territory to a foreigner, allowing them to enter, remain within, or to leave that territory.

buy

catch

describes the process of getting to a stop/station, waiting and boarding

pay

show

to cause or permit to be seen

accomodation