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?

Labelling

Use the labels

Drag labels to their correct position on the image

Reservation

Check-out

Reception

Vacancy

Single room

Double room

Luggage

Room service

Check-in

Lobby

Labelling

Use the labels

Drag labels to their correct position on the image

Check-in

Single room

Double room

Room service

Lobby

Vacancy

Reception

Luggage

Reservation

Check-out

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

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