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English for Hotel Business

..

Introduction
English for Hospitality

Introduction
Show guests you care

Wai is a beautiful Thai custom. You show your care by Wai guests.
You show your care by using the guests names. If you dont know, find them out.
Always look for ways you can help guests or colleagues.
Your main goal is to make guests feel happy and satisfied.
Pay attention to detail and to what guests say.

www.zedth.exteen.com
Greeting
Good morning.
Good afternoon.
Good evening.

If you greet the guest first


1.
Hotel Staff
:
Guest
:
Hotel Staff
:
2.
Hotel Staff
:
Guest
:
Hotel Staff
:

(Mr./Mrs./Mr. and Mrs./Miss)


(sir/ madam)
(madam, sir)
(gentleman/ lady)
(ladies and gentlemen)

How are you?


How are you, today?
Welcome to
Welcome back to
May I help you?

(Wai) Good morning (Mr. ). How are you today?


Im fine, thank you.
Good! / Im glad to hear that.
(Wai) Good morning (Mr. ). How are you today?
I dont feel well.
Im sorry.
Is there anything I can do for you?
Would you like to see a doctor?
I hope youll get better soon.
I hope you feel better soon.

If the guest greets you first


Guest
:
Hotel Staff
:
Offering help
Hotel Staff
:

Offering Service
Hotel Staff

Making a polite request


Hotel Staff
:

Asking permission
Hotel Staff

Good morning. How are you today?


Im very well, thank you. How are you, sir/madam?
May I help you, sir/madam?
How may I help you, sir/madam?
Is there anything I can do for you?
May I be of any assistance?
Please allow me.
May I
May I carry the briefcase for you?
May I help you park the car?
Would you like me to ?
Would you like me to clean the room now, sir?
Would you like me to bring a new glass, madam?
If youd like, I could
If youd like, I could call a taxi for you.
If youd like, I could phone the reception desk and ask.
Could you , please?
(Could you spell your name, please?)
Would you mind , please?
(Would you mind giving me your credit card, please?)
May I ?
May I come into your room?
May I help you with that?
Would it be possible to /for me to ?
Would it be possible to have a look inside your room, sir?
Would it be possible for me to move your bag, madam?

Giving items to guests


Hotel Staff
:

Here is , sir/madam.
Here you are, sir/madam.
This is , sir/madam.

Showing that you understand


Hotel Staff
:
I see.
Certainly.
Of course.
Oh dear. (for bad news)
Oh! Im sorry to hear that. (for bad news)
When you have difficulty understanding someone
Hotel Staff
:
I beg your pardon.
Could you say it again, please?
Im sorry. I didnt catch that/your question.
Im sorry. Could you repeat that/ your question, please?
Im terribly sorry .I dont understand. Ill call a supervisor.
Asking a guest to wait
Hotel Staff
:
One moment, please.
Just one moment, please.
Please excuse me a moment.
Would you excuse me for one moment, please?
Would you mind waiting a moment, please?
If you would excuse me for a moment, Ill find out for you.
Returning to a guest who has been kept waiting
Hotel Staff
:
Im sorry to keep you waiting, sir/madam.
Im sorry to have kept you waiting, sir/madam.
Thank you for your patience, sir/madam.
Thanking
Hotel Staff
:
Thank you.
Thank you very much.
Thank you for your kindness.
I appreciate your kindness.

Im very grateful to you.


Thats very kind of you.
Responding to thanking
Hotel Staff
:

Responding to praise
Hotel Staff
:

My pleasure, sir/madam.
Youre welcome. /Youre most welcome.
Dont mention it. / It was really nothing.

Thank you, sir/madam. Thats very kind of you.


Thank you, sir/madam. Its my pleasure.
Thank you, sir/madam. Im glad you like it.
If you have done something that you didnt mean to or you made a mistake you say
Hotel Staff
:
Sorry
Im so sorry.
Im very sorry.
Im terribly sorry.
I do apologize.
Please forgive me for my mistake.
Its all my faults. Im very sorry.
The answer to that might be
Thats all right.
Not at all.
Never mind.
No problem.
If you have to interrupt someone for something you can say.
Hotel Staff
:
Im sorry to disturb you.
Im sorry to bother you.
.
Excuse me.
May I interrupt you for a moment?
Im afraid Ill have to interrupt you.
The answer to that might be
Thats all right.
Please go ahead.

Formal apologies
Hotel Staff

Im so sorry.
I do apologize for
I do apologize for my mistake.
Please forgive me for ..
Please forgive me for coming late.

Module 1: About the hotel


Unit 1: Hotel Type
Unit 2: Hotel facility
Unit 3: Hotel Personnel
Unit 4: Hotel Marketing

Unit 1
Hotel Type
Lets start
Look at the pictures of hotels, which of these hotels do you like most? Why is it a hotel of your
type?

The Sheraton Midwest

Soughton Hall country house

These are some useful adjectives


large
small
comfortable
luxurious
spacious
historical

friendly superb
expensive

Coral Resort Koh Chang

peaceful
cheap

Conversation
The caller phones the travel agency to get information about accommodation for their traveling to
Barbados.
Officer
:
Barbados Travel Agency. Susan speaking.
How may I help you?
Caller
:
Good morning. Im going to Barbados in the summer on a
holiday and hoping to spend sometimes in the seaside resort.
Could you give me some information about accommodation?
Officer
:
My pleasure. The first thing to say is that if you want to stay in
a hotel, youll need to make a reservation pretty soon.
Have you got any definite date?
Caller
:
Well. Were arriving in Barbados on 14th June.
We probably stay about a week.

Officer
Caller

:
:

I see. And do you want to stay in a hotel or a bungalow?


A Hotel. Definitely, we dont need anything too luxurious just a
private bathroom if possible.
Officer
:
How many persons in the party?
Caller
:
Just two.
Officer
:
Well. There are three hotels. The Amira is quite expensive
around $150 a night. The two others are about the same price approximately $75 a night. The Riviera Lodge is very popular.
So youll need to make a reservation very soon.
Or theres the Pura Sandy which is very pretty.
Caller
:
I see. Could you possibly send me details?
Officer
:
Certainly. Could you give me your name and address?
Caller
:
Yes. Its Ms. Joanna Smiths. 15 Railway station Road,
London W6.
Office
:
OK. Ms. Smiths. Is there anything else?
Caller
:
No. I think thats all thank you very much for your help.
Officer
:
Youre welcome.
(Adapted from: High Season. By Harding, K and Henderson, P. 1994. p. 151)
Activity 1: Answer the questions.
1. Who answers the telephone?
2. Why does the caller call to the travel agency?
3. What are the name and address of the caller?
4. What hotels are suggested to the caller?
5. What type of hotel does the caller prefer to?
6. What kinds of information will be sent to the caller?
7. Why does the call have to make a reservation at the Riviera Lodge very soon?
8. What statements do they use to end up the conversation?

10

Language Focus
Making request by can and could
- Can I have your name, please?
- Can I have your telephone number?
- Could I speak to Ms. Moore?
- Could you please wait for a moment?
- Could you spell your name, please?
- Could you give me your name and address?
- Could you possibly send me detail?
Activity 2: Practice using Can I ? and Could I ? to make a request
- Can I ?
- Could I ?

Reading
Types of accommodations for former time travelers
Airport hotel
Situated near an airport. Clientele mainly consist of airline staff and
people traveling by air who only stay for one night.
Commercial hotel
Normally situated in the town center. Clientele mainly consist of
traveling businessmen who stay for a couple of night only.
Country house hotel It is situated in pleasant scenery, and provides comfortable but informal
accommodation for people who want to relax in a quiet place.
Congress hotel
A hotel provides facilities for large meetings and conferences, with
lecture theater and exhibition facilities. It has banquet rooms for large
and small groups.
Guest house
Low-priced accommodation is usually on a small scale, for holiday
visitors or for long-stay guest.
Health spa
A hotel offering medical treatment, physical exercise and other
recreational facilities.
Holiday village
A number of small individual cottages of bungalows normally with
cooking facilities.
Hostel
Modest, moderately priced, normally with sleeping and breakfast
facilities only.

11

Luxury hotel
Motel

A hotel provides every facilities which a wealthy guest might need.


With parking and other services for motorists. Normally situated on a
high way with a restaurant or cooking facilities.
Motor hotel
A hotel with parking facilities and other services for motorists, normally
with a first class restaurant.
Resort hotel
Normally situated at a tourist attraction e.g. by the sea of in the
mountains. Clientele mainly consist of people on holiday who stay for a
longer period than a couple of nights only.
Summer hotel
In operation only during the summer months. Often used as a student
dormitory during wintertime.
(Taken from: Hotel English. By Binham, P. et all. 1982. p.3-4)
Types of accommodation for today travelers
Bed & Breakfast

A Bed and Breakfast (B&B) is a private home in which guests can be accommodated at
night in private bedrooms (which may or may not have private bathrooms).
The owner or manager lives in the house or on the property. The public areas of the house,
such as kitchen and lounge have either limited access for guests, or are shared with the host
family to some degree.
The business may be run as a secondary occupation.
Breakfast is included in the price (generally either continental or full-English). Other meals
may be available by arrangement.

Yell Youth hostel

Vik Youth Hostel

Backpacker Hostel

A hostel (or backpacker) establishment is aimed at the budget traveler and generally
attracts a younger clientele.

12

Bedrooms are in a dormitory style (shared) and bathrooms are shared, although private
bedrooms may be available.
Light meals may be available in addition to the room rate.

Boutique Hotel

A boutique hotel is a 5 star establishment providing all the features and facilities of a
normal hotel, in a unique and exclusive style.
These properties are generally small, feature top class service and are marketed to the
affluent.

Guest House

A guesthouse is generally a private home which has been converted for the dedicated and
exclusive use of guest accommodation.
The public areas of the establishment are for the exclusive use of the guests. The owner or
manager either lives off-site, or in an entirely separate area within the property.
A Guesthouse offers a wider range of services than a B&B, and usually caters for all meals.

Hotel

A hotel is generally the largest of all accommodation types.


There is typically a common reception area, and rooms generally open directly onto a
hallway.
The on-site restaurant and other facilities are more accessible to the public than the other
accommodation types.
A wide range of guest services is available, such as room service.
Hotels are often members of larger hotel groups, and a similar accommodation experience
may be available in different establishments within the group.

Lodge

Lodge is an accommodation facility which is located and designed to optimize the feeling
of being closely in touch with nature.

13

The building style should feature natural materials and coloring such as wood, stone and
thatch.
An outdoor experience should be offered at the lodge, such as guided walks, game drives
etc.

Private Home

A private home not dedicated for full time occupation of guests, but is a private house or
apartment which is temporarily available for rental, often during peak tourism seasons.

Resort

A spread out collection of single or double story accommodation units.


Similar to a hotel in that it offers a wide range of facilities
Units may be rented and available on time-share
A camping area may be included in the resort

Self-Catering

A self catering establishment may be primarily one of the other accommodation types, but
also offers dedicated self catering facilities.
The unit should feature a fully equipped kitchen to cater for the maximum people to be
accommodated (including fridge, stove, cutlery, crockery, cooking utensils, cleaning
equipment).
The kitchen should be for exclusive use of the guests, and not shared.

(Taken from: www.opentravel.org/.../ complextype/HotelType.htm)

Listening
Listen to three dialogues and write down the type of hotel from each dialogue.
Dialogue 1
Dialogue 2
Dialogue 3

14

Working Out
1. Discuss the topic the former and the today types of accommodations. Which are still the same
and which are different?
2. Find the suitable accommodations for the following people.
- James, a businessman, he is on the business trip for 2 days.
- Adams family, there are five of them; parents, 10, 5, and 3 years old kids. They are on
holiday for a week.
- Just married couple, Alice and Charles, they have five days off and prefer to quiet and
natural place.
- The exchange teacher for two months, June likes to save her money and shed like a good
place to stay. She sometimes works with a group of friends at home.
- Sylvia and Bob, a retired couple, they plan for a long vacation in nice neighborhood
accommodation.

15

References
Adamson, Donald. International Hotel English. Cambridge: Prentice Hall, 1989.
Binham, P., Lampola, R., and Murray, J.. Hotel English: Communicating with the International
Travelers. New York: Pergamon Press Ltd, 1982.

Case, D. and Snow, P. Take a Break: The English You Need for Travel. Portsmouth:
Grosvenor Press, 1978.
Eastwood, J. English for Travel. Oxford: Oxford University Press, 1980.
Hall, Eugene J. The Language of Tourism in English. New York: Regents Publishing
Company Inc., 1976.
Harding, Keith. Going International. Oxford: Oxford University Press, 1998.
Harding, Keith and Henderson, Paul. High Season: English for Hotel and Tourist Industry.
7th Ed. Oxford: Oxford University Press, 1999.
Stott, Trish and Holt, Roger. First Class: English for Tourism. 8th Ed. Oxford: Oxford
University Press, 2000.
Utawanit, Kanitta. Communicative English for Hotel Personnel. 8th Ed. Bangkok:
Thammasat University Press, 1995.
Website
Coral Resort Koh Chang from: www.thai-tour.com
Sheraton Midwest City Hotel from: www.nsaoklahoma.org
Soughton Hall Country House Hotel from: www.nwt.co.uk
Vik Youth Hostel from: www.danny.oz.au
Yell Youth Hostel from: www.yell.com
www.opentravel.org

16

Unit 2
Hotel facilities
Lets start
Describe the facilities in hotels from the pictures.

Fitzpatrick meeting room

snooker in Sharjah Grand

Casa-eternidad court

Redmond Oregon Course

All in Thailand
These are some useful words
swimming pool
tennis court
water sport
spa
laundry
conference
horse riding
sightseeing
business center
cable car

Maui Beach Guide

golf course
bedroom
banquets
diving
games

Beida Playground

Riad Nogas Pool

Venere

children play-ground restaurant


beach sport
recreation
skiing
surfing
outdoor and indoor sports
facilities for disable person

17

Conversation
Asking for hotels facilities
Reception
:
Good morning, Cabana hotel. May I help you?
Caller
:
Good morning. I would like to reserve a room but can you tell me a
little about the hotel?
Reception
:
Id be glad to, sir. Our hotel is a resort and spa hotel right beside
the beach of Samui island. There are Thai and European restaurants,
coffee shop and bars. We have sauna, fitness, swimming pool and water
sport facility. We also have scuba diving facility for the guests as well
as the private boat for the diving trip. What else should I tell you the
price of standard room is $ 85 per night,
a deluxe is $ 125 and a suite is $ 185.
Caller
:
How can I get to the hotel?
Reception
:
We provide the delivery from Suratthani to the hotel.
Caller
:
That sounds interesting. I will think about it and call you back.
Reception
:
Thank you for calling, sir. You can visit our website at
www.cabana.com. You can also make a reservation through it, sir.
(Adapted from: Communicative English for Hotel Personnel. By Utawanit, K. 1995. p. 4-5)
Activity 1: Answer the questions.
1. What facilities are offered at Cabana hotel?
2. How can guests get the hotel?
3. Can you contact the hotel via the Internet?
4. What is the Website of the hotel?
5. How much does the room cost?

Listening
Listen to the conversation and answer the questions.
1. How does the reception greet the caller?
2. What facilities are there in the hotel?
3. What is the room rate of the hotel?
4. Is the room rate in Thai baht or American Dollar?
5. Does the hotel have sport facilities?

18

Language Focus
1. Tell guests about the hotel facilities
There is a large swimming pool in our hotel.
There are many places you should visit around there.
The hotel has the splendid decoration.
We offer our guest the best sea view in this area.
We have the health spa for guests to relax and to raise up their good health.
2. Expression for enquiry
- Can you tell me a little about the hotel?
- Can I have some information about hotels facilities?
- May I have some information about the hotel?
- What facilities do you have in the hotel?
- Do you have a swimming pool? ( or other hotel facilities)
- Could you send me a brochure of the hotel?
3. Questions for asking about hotels facilities
Have you got..?
Do you havein you hotel?
Activity 2: Practice asking questions for the following facilities.
1. Swimming pool
2. Gymnasium/fitness
3. Tennis court/squash room
4. Water sports facilities
5. Games room
6. International restaurant
7. Beauty salon
8. City day tour
9. Golf course
10. Health spa

19

Reading
Sala Thai Hotel
Sala Thai hotel is an international hotel enjoying both the atmosphere of Hyde Park and
proximity to Londons shops and center of business and commerce. Khun Ying Restaurant offers
the exotic Thai cuisine with a view of Hyde Park. Texas Caf is a popular western music place
with origin American food and drinks. The Pizza Coffee Shop is an intimate restaurant in the
heart of the hotel. It serves international dishes and is open for a quick snack or full meal.
Famous London designers have redecorated all the suites and bedrooms. The hotels
conference and banqueting complex offer unique facilities for international conferences and
outstanding social functions.
The hotel has its own swimming pool, health spa, sauna bath, fitness room, flower shop,
medical suite, barber, hairdressing and beauty salon, mens and womens boutiques and theatre
agency.
For reservation, please contact Sala Thai: Park lane, London W1A 3AA. Tel. & Fax:
101-599-6363 or visit our website at www.salathaihotel. london.com
(Adapted from: International Hotel English. By Adamson, D. 1989. p. 3)
Activity 3: Answer the following questions
1. Where is the Sala Thai Hotel situated?
2. How can you contact to the hotel?
3. What is the type of Sala Thai hotel?
4. What kind of food can you find at this hotel?
5. Do you think Sala Thai Hotel is a comfortable hotel? Why?
6. What are the following words mean?
- Exotic
- Cuisine
- Commerce
- Social functions
- Boutique

20

Activity 4: From the List of hotel facilities, write the meaning in your language.
Guest room Game room .
Recreation
Lift/elevator .
Tennis court Golf course ..
Fitness center Sauna
..
Solarium
Swimming pool.
Heath spa
Body massage ..
Beauty salon Boutique
..
Restaurant
Bar
...
Coffee shop Cocktail lounge ..
Mini bar
Barbecue

Lobby
Business center
Telephone
Parking
..
Car rental
Ticketing
..
Travel agent Shopping complex
Foreign language
Christmas arrangement.
Laundry/valet Limousine
..
Dress making Cinema
..
Currency exchange
Medical care ..
Facilities for disabled people ..
Can you think of more facilities provided in hotels?

Reading
Room types
Single room
Double room
Twin room
Studio room

A room occupied by one person.


A room with a large bed for two persons.
A room with two single beds for two persons.
A room with one bed and a convertible sofa. It can be used as a single or
as a twin.
Connecting room or Adjoining room
Two or more rooms with private, connecting doors. You can move from
one room to another without going to the corridor.

21

Junior suite

A large room with a partition separating the bedroom furnishings from


the sitting area.
Suite
A sitting room connected to one or more bedrooms.
Duplex
A two-storey suite connected by a stairway.
Penthouse
A well-furnished and luxurious suite at the top of the building.
Parlor or lounge
A sitting room not used as a bedroom, where guest may read, watch
television, etc
Hospitality room or Function room
A room used for entertaining (parties, cocktail party etc). It is also
used for seminar, meeting or conference.
Display room or Exhibition room
A room used for commercial presentation or showing merchandise.
Room Type

Saigon Morin Hotel


Room rate and food plans
Full American plan (AP)

Khao Lak Hotel

Keihan Hotel, Kyoto

The rate includes three full meals and the room. Full board or
full pension.
Modified American plan (MAP) The rate includes breakfast, dinner and room.
Demi pension
The rate includes breakfast and lunch or dinner (choose only
one) and room. Half board.
European plan (EP)
No meal included in the room rate. Room only.
Continental plan (CP)
The rate includes breakfast and room. Bed and Breakfast.
(Taken from: Hotel English. By Binham, P. et all. 1982. p.17)
Activity 5: Writing
1. Write to give information about types of rooms and their facilities from the above pictures.
2. Write to describe the following terms.
Twin room MAP
Suite AP
Connecting room EP

22

Activity 6: From the given hotel brochure, list the facilities it offers.
Tree Tops Resort
Authentic Thai houses among the abundant tropical forest surrounded by
Magnificent green hills in the refreshing embrace of the Petchaburi River. This is a perfect place
for a memorable vacation.
We have arranged for your happiness and convenience: authentic Thai restaurant,
karaoke lounge, swimming pool, terrace coffee, rafting, kayaking, and the adventure tours to
attractive place such as Cha Am beach, Kaeng Krachan national park, Pha Noen Thung Mountain
and so on. To fulfill the moment of your family with each of their memorable sceneries timely.
The resort also provides seminar facility with function rooms which meet the individual
requirement of your business
Working Out
Get the brochure of the hotels in your neighborhood, have a look of their facilities
and type of room. Focus on the words they use to describe facilities. Tell your friend
about what you have found.

23

References
. Hotel English for Thais. .
: , 2003.
Adamson, Donald. International Hotel English. Cambridge: Prentice Hall, 1989.
Binham, P. et all. Hotel English: Communicating with the International Traveller.
New York: Pergamon Press Ltd, 1982.
Harding, Keith. Going International. Oxford: Oxford University Press, 1998.
Harding, Keith and Henderson, Paul. High Season: English for Hotel and Tourist Industry.
7th Ed. Oxford: Oxford University Press, 1999.
Jacob, Miriam and Strutt, Peter. English for International Tourism: Course Book.
Hong Kong: Longman, 1997.
Keane, Leila. International Restaurant: English Communicating with the international
traveler. London: Prentice Hall International (UK) Ltd., 1990.
Kurse, Benedict and Kurse, Bettijune. English for the Travel Industry. New York:
McGrawHill, 1982.
Stott, Trish and Holt, Roger. First Class: English for Tourism. 8th Ed. Oxford: Oxford
University Press, 2000.
Utawanit, Kanitta. Communicative English for Hotel Personnel. 8th Ed. Bangkok:
Thammasat University Press, 1995.
Website
Beida Playground from: www.ecw.com
Casa-eternidad-tennis-court from: www.luxuriousdestinations.com
Fitz Patrick Hotel from: www.goireland.com
http://En.venere.com
Keihan Hotel, Kyoto from: www.hotelkeihan-kyoto.com
Khao Lak Hotel from: www.excelloz.com
Sharjah Grand Hotel from: www.sharjahgrand.com
Redmond Oregon Golf Course from: www.thrgreensatredmond.com
Riad Nagas Swimming Pool from: www.freedigitalphoto.com
Saigon Morin Hotel from: www.asiatraveltips.com
www.allintravelthailand.com
www.mauibeachguide.com

24

Unit 3
Hotel Personnel
Lets start
What are positions of hotel personnel in the following pictures?

www.hotelshool.com

http://ncb.intnet.com www.bangkok-hotelpro.com

www.kegx.com

www.virginmedia.com

http://tradeget.com

The following chart contains some useful words:


Common Hotel Organization Chart
General Manager
Secretary

Maintenance

Resident Manager
Restaurant Manager Kitchen Chief Head Cashier
Front office
Waiter
Head chef
Accountant
Reservation
Waitress
European Kitchen Cashier
Operator
Restaurant
Asian Kitchen
Reception
Bar
Bakery
Recreation
Coffee shop
Stores
At your service
Alcohol store
(Taken from: Hotel English. By Binham, P. et all. 1982. p.29)

Housekeeper
Maid
Cleaner
Laundry
Florist
Decoration

25

Reading
Hotel Staff
Front office manager
Reception clerk

is in charge of the reception area.


takes care of registration. Receive room reservations and keep up to
date.
Receptionist
gives information to the guests about various hotel services.
AYS/ Concierge
arranges ticket for sight seeing, cinema and other events. Assists with
table reservation and other hotel services.
Front office cashier is responsible for the accounts and billing. Sometimes also exchanges
foreign currency.
Night clerk
takes care of the reception area during the night shift.
Bellboy
Shows customers to their rooms, delivers messages and mail and carries
luggage.
Porter
carries customers luggage.
Doorman
receives guests, open the door, order the taxi, park the guests car etc
Cloakroom attendant takes care of customers coats, hats, etc
Telephone operator connects the outgoing and incoming calls.
Takes messages for guest.
Liftboy
is responsible for elevators/lifts.
Chef
is responsible in the kitchen.
Housekeeper
is in charge of linen, decoration, florist and general cleanliness of the
hotel.
Floor attendant
is responsible for the cleanliness and often also room service of a special
floor.
Chambermaid/Room maid
cleans the guest room.
Storekeeper
is in charge of the store.
Maintenance/Engineer takes care of the technical and electrical equipment in a hotel
*The above positions may vary in different hotels.
There are beauty counselor, sauna attendant, fitness attendant, therapist, medical doctor, physical
therapist, masseur (male), masseuse (female), clubhouse staff, recreation staff, and so on.
(Taken from: Hotel English. By Binham, P. et all. 1982. p.28)

26

Language Focus
1. Standard phrase to learn
is in charge of...
is responsible for
takes care of
cleans
Expression :
What is the receptionist in charge of?
Response
:
She looks after the guest registration.
Expression :
What are bartenders responsible for?
Response
:
They work under the restaurant manager.
They are responsible for selling beverages to the customers.
(Adapted from: International Hotel English. By Adamson, D. 1989. p.11-12)
2. Greeting and introducing yourself
Good morning
Mr. / Mrs./Miss/
Good afternoon
(address guest by their family name)
Good evening
sir/ madam/gentleman/lady/ ladies and gentlemen
Sawasdee Ka/Krab
Welcome to the land of Purimantra.
How may I help you?
May I help you?
- My name is Suwannee. Im a receptionist. Is there anything I can do for you?
- Im Suwannee. Im in charge of reservation staff. How may I help you?
3. Introducing other people
Formal
-May I introduce Mr. John
-Mr. Gardner, this is Mr.
Gardner. He is our manager
Charlie Brown, our resident
from California.
manager in Bangkok.
-I would like you to meet Mr.
John Gardner.
Informal
John, This is Charlie.
Charlie, this is John.
Activity 1: Make sentences to explain duties of the following position and practice speaking
with your friends.
Chef
Bellboy
Telephone operator
Resident manager
Room-maid waiter
bartender
gardener
Engineer
cashier
doorman
sport staff

27

Conversation
Situation 1
Staff
Guest
Staff
Situation 2
Staff
Guest
Staff

:
:
:

Good morning, Mr. John. How are you today?


Im fine, thanks. And you?
Im fine, sir. Thank you.

:
:
:

Good morning, Mr. Adam. How are you today?


Im not feeling very well today?
Oh! Im sorry. Is there anything I can do for you?
Would you like to see a doctor?

Situation 3
Staff
Guest
Staff

:
:
:

Good morning, Mr. Adam. Are you feeling better, sir?


Yes, thank you.
Please tell me if there is anything I can do for you.
(Please tell me if I can be of any assistance?)

Situation 4
David
Sue
David

:
:
:

Good morning, Sue.


Good morning, boss. How are you?
Very well, thank you. May I introduce Mr. Mark Spencer? He is
a resident manager from the Cabana, Samui. Mark, this is Miss Sue
Diamond. She is our Front office manager.
How do you do?
How do you do, Mr. Spencer. Its nice to meet you.
Nice to meet you, too. Please call me Mark.

Mark
Sue
Mark
Situation 5
Nick
Somchai
Nick

:
:
:

Somchai
Tsuya
Somchai

:
:
:

:
:
:

Hi! Somchai. How are things?


Just fine. Where have you been Nick?
I went to study Japanese Cuisine in Tokyo last year. Oh! This is my
Japanese friend, Tsuya, this is my friend, Somchai. He is a chef.
Nice to meet you, Tsuya.
Nice to meet you, too. Somchai.
Are you on vacation?

28

Tsuya
Somchai
Tsuya

:
:
:

Yes. I like it here very much the hotel is so comfortable.


Please come to visit our restaurant. Its the best place in the town.
Thank you. I will.

Activity 2:
1. . Introduce yourself and your position.
2. Write dialogues to introduce people and role-play them.

Listening
Listen to the conversation and fill in words to complete the dialogue.
Suzie
:
Good afternoon Mr. Jones.
Mr. Jones
:
Good afternoon Suzie. 1?
Suzie
:
Im very well, thank you. How are you?
Mr. Jones
:
Im doing terrific. Suzie- 2? I havent
seen you for a while.
Suzie
:
I have been away on a holiday with my family for one week to
Koh Samui.
Mr. Jones
:
3., Suzie?
Suzie
:
Yes, I had a great time. Thank you. It was so relaxing.
Mr. Jones
:
I must go now as I have an appointment.
4, Suzie.
Suzie
:
Its was nice to see you again, too. Goodbye.

29

Working Out

www.eposhispania.com
What is the preferable personality and skill of the hotel personnel in these jobs?
1. Receptionist
2. Cashier
3. Waiter
4. Chef
5. Housekeeper
6. Hotel manager
7. Bellboy
8. AYS staff
9. Bartender
10. Operator

30

References
Adamson, Donald. International Hotel English. Cambridge: Prentice Hall, 1989.
Binham, P. et all. Hotel English: Communicating with the International Traveller.
New York: Pergamon Press Ltd, 1982.
Eastwood, J. English for Travel. Oxford: Oxford University Press, 1980.
Hall, Eugene J. The Language of Tourism in English. New York: Regents Publishing
Company Inc., 1976.
Harding, Keith. Going International. Oxford: Oxford University Press, 1998.
Harding, Keith and Henderson, Paul. High Season: English for Hotel and Tourist Industry.
7th Ed. Oxford: Oxford University Press, 1999.
Revel, Rod, and Stott, Chris. Five Star English. Oxford: Oxford University Press, 1982.
Richards, Jack C. et all. New Person to Person: Book 1. Oxford: Oxford University Press,
1995.
Richards, Jack C and Long, M. N. Breakthrough 1. Oxford: Oxford University Press, 1984.
Stott, Trish and Holt, Roger. First Class: English for Tourism. 8th Ed. Oxford: Oxford
University Press, 2000.
Utawanit, Kanitta. Communicative English for Hotel Personnel. 8th Ed. Bangkok:
Thammasat University Press, 1995.
Website
http://ncb.intnet.com
http://tradeget.com
www.bangkok-hotelpro.com
www.eposhispania.com
www.hotelshool.com
www.kegx.com
www.virginmedia.com

31

Unit 4
Hotel Marketing
Lets start
Read the following information, then underline the facilities offered by each hotel.
What are the sales points of each hotel?
A.
Hotel Sandy Beach
The lively self-contained hotel development stands right beside a long sandy beach just
a few minute walk from Hua Hin center. Brightly furnished in a traditional Thai style,
its comfortable rooms are located both in the main hotel and in adjoining bungalows.
Staff are friendly and helpful and top family attractions include its well run childrens
amenities and marvelous entertainment programs. Local sports and shopping areas are
also very good and you will find plenty of nearby bars and entertainment complex.
We offer
Large pool, poolside bar, main bar, lounges with television, three restaurants including
buffet-style with an ocean view, traditional tavern, tennis, golf, water sport, game
room, business center with internet facility, entertainment program, Disco, Karaoke,
spa and traditional massage.

Thanya Beach
Koh Lanta, Krabi

The Belamar Golf Course

Surfing-Indonesia

32

B.
Beach Front Hotel
The hotel is large and comfortable, especially popular with families. Situated right
above a superb and sandy beach, it offers you wonderful relax with your family.
Friendly and informal, with a reputation for typical Thai hospitality and good food, it
has organized fun and game for children in the club while parents will enjoy the chance
to unwind and soak up the sun.
Our facilities
Pool, sun terrace, garden, bar, lounge, Thai restaurant, European restaurant, tennis,
table tennis, horse-riding, game room, children playground, beach soccer and
volleyball, barbecue, disco, karaoke, souvenir shops.

Beida Playground

Tennis court in Utah College

Conversation
Give information about the hotel for the marketing purpose.
Situation 1
Guest
:
Can you give me some information about the hotel?
Sales
:
Yes, of course. The hotels in the center of the city. There
are three restaurants, two bars and a coffee shop.
The cost is $40 for a single room, $60 for a double room per
night. Weve spa and big swimming pool. The hotel is on the
beach.
Guest
:
Are there any sport facilities?
Sales
:
Yes, there are tennis court and fitness center.
Situation 2
Sales
:
Our hotel is very modern.
Guest
:
Have you got a conference room?

33

Sales

Guest
Sales

:
:

Situation 3
Client

Yes, of course. We have a large, medium and small room


for meeting, seminar and conference fully equipped with
conference facilities.
How about three-room suite, have you got some?
Im sorry, we havent got any. But we have got a penthouse which is on the top floor of the hotel. It is very
luxurious and modern.

I would like to have some information about the hotel.


What about the location?
Sales
:
Our hotel is right on the beach, so we have a private sand
beach. There are two wings, garden view and ocean view. We
also have a little cabin by the sea that is fantastic atmosphere.
It is only ten minutes by bus from the downtown. We provide
luxurious facilities for our guests.
Client
:
We have five persons in our family. How would you
suggest the accommodation?
Sales
:
I would recommend you a suite at the ocean wing. There
are two bedrooms and a sitting space which is comfortable for
the children to do their activities. We also have a playground
with an attendant to look after young children while their
parents are relaxing beside the pool. The tennis court and
sport club are also very interesting for young people.
Client
:
That sounds interesting.
(Adapted from: First Class: English for tourism. By Stott, T. and Holt, R. 2000 p.9899)
Activity 1
What kind of information should sale staff provides for guests? List types of
information.

34

Listening
Listen to the conversation and answer the following questions.
1. What type of hotel does the caller prefer to?
2. What is the special package for now?
3. How much is the special package?
4. Does the special package include meals?
5. How much is the children under 12?
6. Does the caller make a reservation?

Language Focus
1. Suggestion and Recommendation
May I suggest .? Could I recommend ?
Would I suggest ..? Would I recommend .?
I would suggest.. I would recommend
Example
May I suggest a little cabin by the sea? It is fantastic atmosphere.
Could I recommend you our Thai Restaurant? It is a perfect place for
dinner.
Would I suggest seafood salad?
It is our well-known dish.
Would I recommend a connecting room? It is more economical and more
comfortable for a family of five.
I would suggest a dinner at Grill Restaurant. I can book a table for you if
you like.
I would recommend a taxi. It is faster to arrive floating market early in the
morning.
2. Have and Have got
We often use have/has got rather than have/has alone.
We have got a big swimming pool beside the beach.
The managers (has) got a message for you.
In questions and negative sentence
Have you got a credit card?
No, I havent got any credit card.

35

Has she got her breakfast voucher?


Yes, she has.
Do you have a confirmation letter?
No, I dont have a confirmation.
Has he got a voucher?
No, he hasnt got a voucher.
Does he have a voucher?
No, he doesnt have a voucher.
* Normally we dont use have/has got for past tense.
Did you have your wallet yesterday?
I couldnt call you. I didnt have your friends number.
He did not know the time. He didnt have a watch.
Have for actions
Have breakfast/lunch/dinner/a meal/a drink/ a cup of coffee/ a cigarette etc
Have a swim/ a walk/ a rest/ a holiday/ a party/a good time etc
Have a bath/a shower/ a wash
Have a look (at something)
Have a baby (give birth to baby)
Have a chat (with someone)
(Adapted from: International Hotel English. By Adamson, D. 1989. p. 7)
Activity 2: Write a passage to describing hotels services. Express the description of hotels
facilities to your customer.

Conference room
www.ffpam.org.my

Layana Resort, Krabi

www.civilization.ca

Conversation
Conference and Banquet
Situation 1
Operator
:
Sandy Beach Hotel. June speaking. How may I help you?
Caller
:
Good morning. I would like to speak with someone in
connection with conference facilities.

36

Operator

David
Caller

:
:

David

Caller

David

Caller
David

:
:

Caller

David
Caller
Situation 2
Operator
Caller

:
:

Certainly. I will connect you to Mr. David our marketing


manager. Just a moment, please.
David Bolton speaking. How may I help you?
Yes, Good morning. I am Mike Gate from Grapevine Company.
I am calling to get some information about conference facilities.
Well, first of all, could you please tell me a little bit about what
you are looking for?
Yes, we would like to arrange a conference for our clients. It is
an annual sales conference. We would like a conference room and
accommodation for 100 people. The conference room might need a
space for a products demonstration and an exhibition. We also need an
audio-visual of modern technology. So we can use the computer
presentation.
We have got all of things you need here, the conference room
for 100 participants, full option of technology for presentation. We can
manage the space for your activities. And we have accommodation
which can serve up to 600 people. I just need to know the period of time
of your conference as we are fully book until September.
The conference is going to be held in December 12th to 14th .
I have to check as December is the busiest month of the year.
But it is still possible since you have called early. I dont want to waste
your time waiting. Could I send you the detail directly to your office?
Very good. What I would like to know is the location of the
hotel, the room rate for group of 100 people, the cost of meals, and the
cost of banquet service. I also like to know about the tourist attraction
and sport activities around there. By the way, would you please send the
details first thing in the morning? I need it as soon as possible. So we
can discuss in the administration meeting this week.
Of course, sir. And thank you for calling us.
Good bye.

:
:

Savanna Hotel, Good morning. May I help you?


Yes, I would like to have some information about facilities.

37

Operator
Peter
Caller

:
:
:

Just a moment, please. I will put you through to Marketing.


Good morning. Marketing. Peter speaking.
My name is Simon Young from the Center hospital. We are
going to hold an international conference for surgery doctor from
Southeast Asia. There are around 300 participants from many countries.
I wonder if you could provide the conference room and facilities for the
conference.
Peter
:
When is the conference, sir?
Caller
:
The exact dates are June 5 to 10.
Peter
:
Would you like an accommodation as well?
Caller
:
Yes, we would like to know the room rate include breakfast and the cost
of lunch and dinner per person either.
Peter
:
Would it be more comfortable for you if I send you all the necessary
details? I will have it sent to you as soon as possible so you can have a
look and make a decision.
Caller
:
One more thing, do you have a special rate for customers come in group
since we are a big group of 300 people and the date of conference is offseason period.
Peter
:
Certainly, sir. We offer a special rate that you will prefer to. If you dont
mind, may I have your name and your contact address?
Caller
:
My e-mail address is javasan@hotmail.com and my mobile number is
6198751200.
Peter
:
Thank you for calling, sir. Goodbye.
(Adapted from: High Season: English for Hotel and Tourist Industry. By Harding, K. and
Henderson, P. 1999. p. 155)
Activity 3:
From the two conversations, what factors do they use for selling hotel service? List down the
factors you could observe from the conversations.

38

Reading
Hotel Advertisement

Hua Hin Beach


Hua Hin Rail Station
www.virgin-vacation.com
www.gotoasia.no
Summer skies are here again, and theres no better place to enjoy them than Hua Hin,
Thailands original resort.
Come and relax, unwind and enjoy a few days at Klai Kangwon Resort Hua Hin, for
unbeatable Summer Skies offer.
At 9,999 Baht, Summer Skies package includes: Two nights accommodation for two persons.
Daily buffet breakfasts.
A gift voucher for 1,000 baht for use at shops and outlet in the hotel.
Government tax and service charge
Bonus
o Arrive Sunday Thursday and receive 1,500 baht discount.
o Arrive Friday or Saturday and receive Free Saturday BBQ dinner.
o One children under 12 sharing room with parents absolutely free
including breakfast and BBQ dinner (where applicable)
(Adapted from: Promotion Package brochure of Hilton Hua Hin Resort and Spa. 2002)
Activity 4: Use the above information.
1. List the offers which this hotel provides to persuade guests to use its service.
2. Write the hotel advertisement to offer special package to guests as the above example of hotel
advertisement.

Working out
Look for more hotel advertisements and discuss about the offers with your friends.

39

References
Adamson, Donald. International Hotel English. Cambridge: Prentice Hall, 1989.
Binham, P. et all. Hotel English: Communicating with the International Traveller.
New York: Pergamon Press Ltd, 1982.
Harding, Keith. Going International. Oxford: Oxford University Press, 1998.
Harding, Keith and Henderson, Paul. High Season: English for Hotel and Tourist Industry.
7th Ed. Oxford: Oxford University Press, 1999.
Manne, Saxon. Travel and Tourism. Hong Kong: Thomas Nelson Ltd., 1982.
Naterop, B. Jean and Revell, Rod. Telephoning in English. Second Ed. United Kingdom:
Cambridge University Press, 1997.
Revell, Rod and Stott, Trish. Highly Recommended: English for the Hotel and Catering
Industry. Oxford: Oxford University, 1994.
Rimkeeratikul, Sucharat. English for Work. Bangkok: Thammasat University Press,
1966.
Stott, Trish and Holt, Roger. First Class: English for Tourism. 8th Ed. Oxford: Oxford
University Press, 2000.
Utawanit, Kanitta. Communicative English for Hotel Personnel. 8th Ed. Bangkok:
Thammasat University Press, 1995.
Website
Beida Playground from: http://ecw.com
Tennis court in Utah College from: www.utah.edu.jm
Conference room from: www.ffpam.org.my
Layana Resort, Krabi from: www.krabi.info
Thanya Beach Koh Lanta, Krabi from: www.krabi.info
The Belamar Golf Course from: www.thebelamar.com
Surfing-Indonesia from: www.extreamsportcafe.com
www.civilization.ca
www.gotoasia.no
www.virgin-vacation.com

40

Module 2: English for Front Office


Unit 5: Telephone Operator
Unit 6: Reservation Office
Unit 7: Receptionist
Unit 8: Cashier

41

Unit 5
Telephone Operator
Lets start
Think of the knowledge and skills the telephone operator should have. What makes person be a
better telephone operator? Discuss with your friends.

www.blakeinvestigations.com www.geocities.com

www.mbhospitality.org

Conversation
Telephone in hotels
Situation 1
Operator
:
Caller
:
Operator
:
Caller
:
Operator
:
Situation 2
Operator
Caller
Operator
Operator
Operator
Caller

:
:
:
:
:
:

Operator

Good morning Rainbow hotel. May I help you?


Good morning. Can I speak to Mr. Tommy Lee Jones, Please?
Im sorry. What was the name, please?
Mr. Tommy Lee Jones.
Rightthats room 707Just hold the line, please.
Its ringing for you now.
Good evening. Rainbow Hotel. Can I help you?
Yes, could you put me through to Mr.Jengin Room 113, please?
Hold the line, please..Still trying to connect you.
Its ringing for you now.
Im sorry. Im not getting any reply. Can I take a message?
Yes, Could you tell him that Miss Bennet called.
He has got my number. But I will call again in an hour.
Thank you Miss Bennet. I will give Mr. Jengin a message.

42

Situation 3
Operator
Caller
Operator
Operator
Caller

:
:
:
:
:

Operator

Good morning. Rainbow Hotel. May I help you?


Hello. Could I speak to Miss Sarah, Room 202?
Hold the line, please.
Im sorry, but the line is engaged. Would you like to hold on?
No, I dont think so. Perhaps you could tell her to call me.
Im her sister and Im at 541-5507.
5-4-1-5-5-0-7. Ill give her the message as soon as possible.

Activity 1: What would you say when


1. You answer the phone come in.
2. You dont hear the voice properly.
3. You have called the guests room but no answer.
4. You try to call the guest room but he is using the phone.
5. A caller wants to reserve a room. The operator tells the caller.
6. The guest wants to make a long distance call. The operator asks.
7. The guest wants morning call. The operator asks.
8. The operator asks the caller to wait.
9. The operator asks whether the caller wants to leave a message.
10. The operator asks whether the caller wants to wait when the telephone line is engaged.

Language Focus
1. When you have difficulty to understand.
- I beg your pardon.
- Im sorry I didnt catch your words. I cant hear you.
- Im sorry. Would you please repeat that?
- Im terribly sorry but I cant hear you. Please try again.
2. When you ask the caller to wait.
- One moment, please.
- Just one moment, please.
- Would you mind waiting a moment?
- One moment, please. Im putting you through.

43

- The phone is ringing for you.


- I am trying to connect the line.
- May I put you on the hold?
- Would you like to wait?
3. Returning to caller who you ask to wait.
- Im very sorry to keep you waiting but

There is no answer.
I think nobody in the room.
The line is still engaged.
He/she is on another line.
He is not in.

4. Ask whether the caller wants to leave messages.


- Can I take the message?
- Would you like to leave the message?
- Would you like to call back later?
- Would you like him/her to call you back?
- May I have your name and your phone number?
5. Telephone message.
For Example: Message from caller:
- John leaving a message for Mary: Could you tell her Ill be waiting in front of Silom complex at
7.00 p.m.
Message written down:
- John will be waiting for you in front of Silom Complex at 7.00 p.m.
(Adapted from: Telephoning in English 2nd Ed. By Naterop, J. and Revell, R. 1997. p.40-41)
Activity 2: Practice to writing message from the telephone conversation
1. Silom smile leaving message for Richard Gere: Please tell him his reservations is confirmed.

2. Dada travel leaving message for Antony Hobgins.


Just tell him the driver will pick him up at 6.30 tomorrow morning.
..
3. Maria Clien leaving a message for Mariah Carey: Tell her Ill contact her again when she come
back from Milan.

44

4. Hansons Manager leaving message for Jaya Bees: Could you tell her she won a concert ticket
of Hanson and please call back at 2822072 as soon as possible.
.
5. The American Embassy leaving message for Ronny May: He should bring three passports
photos to us by Monday in order to get his new passport issued,

Form of telephone message


Message Note
Message for:

Room No:

Date:
Time: .
From: ..
Tel. No..
Please call at the number above
will call back at (time) .
Message.
...
Taken by
time.

Conversation
Operator
Caller
Operator
Caller
Operator
Caller
Operator

:
:
:
:
:
:
:

Caller
Operator

:
:

Sawasdee Ka, San Sabai Resort. May I help you?


Yes, Id like to speak to Mr. Samuel.
Is he a guest at the hotel?
Im not sure. Could you check, please? His last name is Magill.
And could you spell that, please?
M-A-G-I- double L
M-A-G-I- double L
Certainly, madam. Ill check the record.
One moment, please.
Im sorry. Mr. Samuel has a reservation for today but he has not arrived
yet. Would you like to leave a message?
Yes.
May I have your name, please?

45

Caller
Operator
Caller
Operator
Caller
Operator

:
:
:
:
:
:

Caller
Operator

:
:

My name is Pate. P-A-T-E


And your message is..
Please tell him that Ill meet him at the coffee shop at 8 p.m.
Yes, Ms. Pate will meet Mr. Magill at the coffee shop at 8 p.m.
Thats correct.
Ill make sure that Mr. Magill gets your message as soon as he
arrives. Is there anything else I can do for you, madam?
No, thank you very much.
Youre welcome. Good bye, madam.

Then operator records the message into the voice-recording machine in Mr. Magills room.
Good afternoon, Mr. Magill. Ms. Pate has left a message for you. She said she will meet you at
the coffee shop at 8 p.m. tonight. Thank you for staying with us.
(Adapted from: Hotel English. By Binham, P. et all. 1982. p. 47)
Activity 3:
What kinds of information the telephone does operator need when the caller wants to leave
a message? How can she ask for messages?

Listening
Listen and complete the conversations.
Dialogue 1
Operator
:
Operator. 1.?
Caller
:
You certainly can. Can you give me a wake up call?
Operator
:
With pleasure. 2..?
Caller
:
O.K. Please wake us up at 6.30 tomorrow morning.
Operator
:
Yes, Madam. And 3.?
Caller
:
419
Operator
:
Certainly, madam. 4...
Dialogue 2
Operator
:
Paul speaking. May I help you?
Caller
:
Yes, Id like to make a 1 to Sydney please.

46

Operator
Caller
Operator
Caller
Operator

:
:
:
:
:

What is the number, Madam?


Its 2.
Just a moment, Madam.
3.. what time it is in Sydney now?
Its around 4.. a.m., madam.

Activity 4: What do these words mean?


A local call
A long distance call
An oversea call
A reverse charge call (AE a collect call)
An area code
Telephone directory
Message
Engaged

Working out
- Make a conversation with your friend for various situations when you call a hotel.
- Find more information of important countries codes.
- Remember the alphabet used in international telephone operation.

47

References
. (Hotel English for Thais) 2.
: , 2546.
Adamson, Donald. International Hotel English. Cambridge: Prentice Hall, 1989.
Binham, P. et all. Hotel English: Communicating with the International Traveller.
New York: Pergamon Press Ltd, 1982.
Harding, Keith. Going International. Oxford: Oxford University Press, 1998.
Harding, Keith and Henderson, Paul. High Season: English for Hotel and Tourist Industry.
7th Ed. Oxford: Oxford University Press, 1999.
Naterop, B J and Revell, R. Telephoning in English. 2nd Ed. Cambridge: Cambridge University
Press, 1997.
Stott, Trish and Holt, Roger. First Class: English for Tourism. 8th Ed. Oxford: Oxford
University Press, 2000.
Utawanit, Kanitta. Communicative English for Hotel Personnel. 8th Ed. Bangkok:
Thammasat University Press, 1995.
Wrigley, Heide S. May I help you?. Massachusette: Addison-Wisley Publishing Co., 1987.
Website
www.blakeinvestigations.com
www.geocities.com
www.mbhospitality.org

48

Unit 6
Reservation Office
Lets start
1. What information do you have to give when guests ask for information in order
to make a reservation?
2. What information do you need from the guest when they make a reservation?
List that information and compare with your friends.

www.ctsc.co.uk

Conversation
Hotel Enquiry
Situation 1
Reservation :
Caller
:
Reservation
Caller

:
:

Reservation

Caller
Reservation

:
:

Caller
Reservation
Caller

:
:
:

Chom Talay Hotel. Can I help you?


Yes. I am interested in getting some information about
accommodation for some friends coming from Australia.
What kind of information would you like?
Well. I was wondering whether it would be cheaper for a family of
five to get two double rooms and one single room or to get a suite?
I would think that the suite might be more economical and more
comfortable for the five of them.
Have you got a three room suite?
Im sorry. We havent got any three-room suite but we have got
a penthouse which is very luxurious. And a two- room suite
How much would two room suite cost?
For one night, the cost would be 4,500 baht included breakfast.
By the way, have you got a play ground for children in your

49

hotel compound?
Reservation :
Theres no problem about that. Our hotel is very modern and
were fully equipped with recreational facilities.
Caller
:
I will talk to my friend and let you know?
Office
:
Fine, madam. We hope to hear from you soon.
Caller
:
Thank you. Goodbye.
Officer
:
Good bye.
(Adapted from: Communicative English for Hotel Personnel 8th Ed. By Utawanit, K. 1995. p.4-5)
Activity 1: Answer the questions.
1. Why does the caller call the hotel?
2. What information would the caller like to know?
3. Which way of reservation is cheaper for the caller?
4. How many people are there in the callers group?
5. Does the caller make a reservation?

Listening
Listen to the conversation and answer the following questions.
1. Who call the hotel to make a reservation?
2. How long will the staying be for?
3. What type of room is reserved in this reservation?
4. Who is the reservation made for?
5. Do the customers pay the bill by themselves? Who pay for it?
6. What is the address of person who is going to pay for this reservation?
7. What will the caller do to confirm the reservation?
8. What is the number of the reservation?

Language Focus
1. Questions for asking prices.
How much does . cost?
How much would ...be?
What is the price of..?

50

What about tax and service?


How much do you charge per night?
Do we have to pay the full price for children?
What is the rate for a double room?
2. Pattern for reservation offices response
2.1 Greeting and offering help.
- May I help you?
- How may I help you?
- Can I help you?
- Can I be of any assistance?
- How may I be of service?
2.2 Giving information about the rates.
- A double room is 2,500 baht per night.
- For one night. The cost would be 2,500 baht.
- It costs 2,500 baht.
- The price includes breakfast.
- The price doesnt include breakfast.
- It includes tax and services.
- It doesnt include tax and service.
- There is no charge for children under 14 sharing a room with parents.
2.3 Giving information about the hotel.
- Our hotel is very modern on the Hua Hin beach.
- Our hotel is near the shopping center.
- We have got a big swimming pool.
- Im sorry we dont have a golf course.
2.4 Suggestion/advice
- I would think the suite is more economical and comfortable.
- I think you should get a suite.
- I suggest that you (should) get a suite.
- I recommend that you get two adjoining rooms.
- How about two connecting double room?
- Why dont you get a suite?

51

Conversation
Hotels reservation
Situation 1
Operator
:
Caller
:
Operator
:
Reservation :
Caller
:
Reservation :
Caller
:
Reservation :
Caller
:
Reservation :
Caller
:
Reservation :

Caller
Reservation
Caller
Reservation

:
:
:
:

Caller

Reservation

Caller
Reservation
Caller
Reservation
Caller
Reservation

:
:
:
:
:
:

The Palace hotel. How may I help you?


Yes. Id like to make a reservation, please?
Ill put you through to reservation. Hold the line, please.
Reservation, Ian speaking. May I help you?
Yes. Id like to make a reservation
Certainly, and can I have your name, please?
My name is Lewis. James Lewis.
Right Mr. Lewis. What kind of room would you like?
Id like to reserve a double room.
When would you like to stay, sir?
From the 27th of April for four nights.
Fine, sir 27th April and for four nights, double room. Ill check
Availability..Yes, we can reserve it for you. Is this a
company or individual booking?
Oh, its individual.
Have you ever stayed with us before?
No. I havent.
Would you like one of our Executive rooms, Mr. Lewis, on the
top floor so you can see the view of the sea?
No, thank you. I dont like using the lift and also Ive got a bad
leg. So I was hoping I could have a room near the ground floor.
Thats alright. Ill make a note of that and I will allocate a room
on the first floor for you.
Thank you.
Will you be paying by credit card?
Yes, the Visa card.
And whats the number, please?
Just a minuteIts 956-0811-7673.
So thats 956-0811-7673. And your address?

52

Caller
Reservation

:
:

Caller
Reservation

:
:

37 Wireless Road, London WA9


Thats fine. Ive reserved a room for you. Your reservation
number is PC 3420. We look forward to seeing you soon.
Thank you. Good bye.
Good bye.

Activity 2: Answer the following questions.


1. What information does the reservation need from the caller?
2. How does the reservation staff ask for those information?
3. How can you ask the caller to repeat the information again?
4. How can you repeat the information yourself?

Language Focus
1. Expression for room reservation
Customer
Id like to book a single room.
Id like to book a conference room.
How much do you charge per night?
Can I reserve for a double room from 12th to 15th of December?
Do you have adjoining room?
Reservation
What kind of room would you like?
What will be you period of stay?
What will be the starting and ending dates of your stay?
How long do you plan to stay?
For how many nights do you plan to stay, sir/madam?
May I please have your name?
Would you please spell the name?
Are you traveling with the company or is this a personal trip?
Who is the reservation for?
May I have a name of the company?

53

Could you give me your address?


Are you coming by plane?
When does the flight arrive, sir/madam?
When will you be arriving, sir/madam?
Can you give me your flight number in case the plane is late?
Would you like the hotel limousine to pick you up at the airport?
We can pick you up at the train station, if you like.
We have a limousine service, if you prefer to?
2. A sentence which can be spoken in the direct or indirect voice.
Direct
We do not have any more suite room, sir.
Indirect
There is no more suite room available, sir.
in the direct sentence, we do not have, makes the hotel look bad. The indirect sentence
says the same thing in a better way.
Direct
We cannot give you a discount for the spa service with your voucher,
madam.
Indirect
Your voucher does not include a discount on spa service, madam.
Never say we cannot to the guest. The guest will remember that the hotel cannot do
something. The indirect makes the guest remember that her voucher did not include
something.
Direct
We do not accept personal checks without a major credit card, sir.
Indirect
Personal checks are accepted only with a major credit card, sir.
We do not accept makes the hotel look cold or unfriendly. The indirect sentence says
the same thing and is more positive.
(Adapted from: International Hotel English. By Adamson, D. 1989.)
Activity 3: Practice changing the following direct to indirect.
1. We do not have Internet service.
2. We do not accept Indian Rupees.
3. We do not have any more room.
4. We do not have a spa service.
5. You must pay cash for a long distance call.

54

6.
7.
8.
9.
10.

We do not serve breakfast until 7.00 oclock.


You cannot get NHK.
We do not have any message for you.
The phone does not work.
I cannot buy an airplane ticket for you.

Working out
Work with your friends to practice conversations to reserve a hotel room. Suppose you
have a five-day off holiday and you would like to have a peaceful rest at seaside hotel &
resort. Then role-play in the class.

55

References
. (Hotel English for Thais) 2.
: , 2546.
Adamson, Donald. International Hotel English. Cambridge: Prentice Hall, 1989.
Binham, P. et all. Hotel English: Communicating with the International Traveller.
New York: Pergamon Press Ltd, 1982.
Harding, Keith. Going International. Oxford: Oxford University Press, 1998.
Harding, Keith and Henderson, Paul. High Season: English for Hotel and Tourist Industry.
7th Ed. Oxford: Oxford University Press, 1999.
Naterop, B J and Revell, R. Telephoning in English. 2nd Ed. Cambridge: Cambridge
University Press, 1997.
Revel, Rod and Stott, Chris. Five Star English. Oxford: Oxford University Press, 1982.
Stott, Trish and Buckingham, A. At Your Service. Oxford: Oxford University Press, 1995.
Stott, Trish and Holt, Roger. First Class: English for Tourism. 8th Ed. Oxford: Oxford
University Press, 2000.
Utawanit, Kanitta. Communicative English for Hotel Personnel. 8th Ed. Bangkok:
Thammasat University Press, 1995.
Wrigley, Heide S. May I help you?. Massachusette: Addison-Wisley Publishing Co., 1987.
Website
www.ctsc.co.uk

56

Unit 7
Receptionist
Lets start
1. What kind of service do guests prefer to when they first arrive to the hotel?
2. How can you make the first impression? List of actions you should do.

www.virginmedia.com

Conversation
Welcoming to the hotel
Situation 1
Receptionist :
Welcome to Deep Sea Hotel, May I help you?
Guest
:
Hello, I would like a room for tonight.
Receptionist :
Excuse me, do you have a reservation?
Guest
:
No, I dont.
Receptionist :
Just one night?
Guest
:
Of course. And for one person.
Receptionist :
What kind of room would you like? We have executive, standard,
twin, and double - bed rooms.
Guest
:
How much do they charge?
Receptionist :
$ 120 for executive and $80 for a standard one.
Guest
:
Well, Id like a standard twin bedroom, please.
Receptionist :
Thats fine. How will you settle your account?
Guest
:
By the credit card. Do you accept Diner?
Receptionist :
Yes, Madam. Can I have your card for a moment?
Guest
:
Here you are.
Receptionist :
Thank you. And would you please make a registration?

57

Activity 1: Answer the questions.


1. What do you call this type of guest without reservation?
2. Is the room available for the guest?
3. What type of room does the guest choose?
4. How much is the room rate?
5. How does the guest pay for the room?

Conversation
Checking in and registration at hotels.
Situation 1
Receptionist
Guest

:
:

Receptionist
Guest
Receptionist
Guest
Receptionist

:
:
:
:
:

Guest
Receptionist
Guest
Receptionist
Guest
Receptionist

:
:
:
:
:
:

Guest

Receptionist

Good evening. Welcome to Sabai hotel. May I help you?


Yes, I would like a room for tonight. Is it possible since
I havent had a reservation.
How long will you be staying?
For two nights.
And for one person?
One person, please.
Yes. We have a single room left. It is at the sea wings so the cost is
2400 baht per night include breakfast.
Thats fine.
Could I have your name, please?
Robert De Nero.
And may I take your home address, please?
It 4717, Forest Street, California. The zip code is 71172.
Could you tell me where you have just come from and
where you are planning to go next? And also you date of arrival and the
date of departure.
I have just arrived from California today, and I will leave
for Singapore in next two days.
Would you put your signature here, please?..

58

Guest
Receptionist

:
:

Guest
Receptionist
Guest
Receptionist

:
:
:
:

Guest
Receptionist
Situation 2
Receptionist
Guest
Receptionist

:
:
:
:
:

Thank you. Since youre not a Thai citizen, Ill require your
passport in order to complete the registration.
Here it is.
Thank you very much. And how will you be settling your
account, sir?
Do you accept the Visa card?
Yes, sir. May I take an imprint of your card?
Here you are.
Thank you very much sir. Your room number is F 70 on the
sixth floor. Heres your key. The elevator is on the right.
If you just tell a porter your room number, he will follow you up with
the luggage.
Thank you.
My pleasure, sir. Enjoy your stay with us.

Welcome to Chom Tale, How may I help you.


Yes, I have reserved a room for tonight. My names Sato.
Just a moment, please. .
Im afraid the hotel has not received your reservation.
When did you make the reservation, sir?
Guest
:
About a month ago.
Receptionist :
Under what name was the reservation made?
Guest
:
It may be in my secretary name, Joan Westwood.
Receptionist :
One Moment, please. Ill check the record.
Im very sorry, sir. We havent received your reservation.
Guest
:
Thats strange. Do you have any other room available?
Receptionist :
Im afraid, the hotel is fully booked this evening, Mr. Sato. I
apologize for this inconvenience. Would you like me to make a
reservation for you at another hotel?
Guest
:
Thanks. Id appreciate it.
Receptionist :
Youre very welcome, sir. Would you mind taking a seat over
there or you can have some drink at the lobby bar while you are waiting.
(Adapted from: Communicative English for Hotel Personnel. 8th Ed. By Utawanit, K. 1995)

59

Activity 2: What will you say if you need the following information
3. The name of the guest and how he spells it.
4. The length of staying at the hotel.
5. What the guest wants you to help.
6. The guests address, telephone number, zip code, etc...
7. The places that the guest comes from and goes next.
8. To have the guests passport. credit card, and so on
9. To know how the guest is going to pay for the bill.
10. To tell the guest that he hasnt got the reservation.
11. To ask whether in what name the reservation is made.
12. To ask whether the guest would like you to make a reservation for other hotel.

Listening
Listen to the conversation and complete the dialogue.
Receptionist
Client
Receptionist

:
:
:

Client
Receptionist

:
:

Client
Receptionist

:
:

Client

Good afternoon, Sir. Can I help you?


Yes, we have a 1... The names Smiths.
Just a moment, please2.
Yes, that was a 3. with a sea view from 21st to 27 th.
Thats fine. Here you are.
Could I have your passport for a moment? Its a 4. to make
a photocopy of your passport as you are not a Thai Citizen.
Thats Okay.
Thank you sir. Could you please 5 your name here?
.
Thank you very much. Your room number is6 and the porter
will carry you 7 and show you the way to your room. Enjoy
your stay, sir.
Thank you.

60

Language Focus
1. Useful expression to clarify the reservation.
- Im afraid the hotel has not received your reservation.
- May I ask when you made the reservation, sir/madam?
- Under what name was the reservation made?
- One moment, please. Ill check the record/ the computer.
- The hotel is fully booked this evening, sir/madam.
- I apologize for the inconvenience.
- Would you like me to make a reservation for you at another hotel?
2. You can use will/ would/could/ and may to express for registering the hotels client.
- Will you please register?
- Would you like to register please?
- Could you fill in this registration form, please?
- Could you sign your name, please?
- Would you put your signature here please?
- May I see your passport please?
- May I have your card for a moment please?
- Heres your key.
- Heres your key card.
- Your room number is 115.
- The porter will show you the way up.
- If you just tell the porter your room number, he will take your suitcase up
to your room.
3. If there are any problems with the room.
- Im afraid your room is not ready yet, sir/madam.
- Would you mind waiting, please?
- Its wont be long, sir/madam.
- The room will be ready by 1.30 this afternoon.
- We do apologize for any inconvenience.
- Would you like to wait in the lounge?
4. Late Check- out
- You may leave your bags with the bellman.

61

- Yes, sir. You may stay in your room until 8.00 tonight.
- There is a charge of half a day.
5. Extending a reservation
- Certainly, sir/madam. May I have your name and room number?
- Im very sorry. But the room is already booked for this evening.
- One moment, please. Ill check our record.
- Im afraid the hotel is fully booked for the next week but there may be some
cancellations. Would you like me to put your name in the wait list?
- If there is a room, Ill let you know right away.
(Adapted from: Communicative English for Hotel Personnel. 8th Ed. By Utawanit, K. 1995)
Activity 3: Complete the following sentences.
1. Im sorry, sir. But the room is .. for this evening.
2. You your bags with the bell man.
3. You your room until 6.00 this evening.
4. May I have your name and .., please?
5. Ill check our ..
6. You can have for more two days.
7. The hotel is .for the next week but we may have some .
8. Would you like me to put you on..?
9. Would you like to check with us again at ?
10. If there is a room, Ill

Working out
1. Practice telling the guest what they should know about the hotel while they are
checking-in and make a registration.
2. How can you say when you present the welcome drink to the new arrival
guests?

62

References
. (Hotel English for Thais) 2.
: , 2546.
Adamson, Donald. International Hotel English. Cambridge: Prentice Hall, 1989.
Binham, P. et all. Hotel English: Communicating with the International Traveller.
New York: Pergamon Press Ltd, 1982.
Harding, Keith. Going International. Oxford: Oxford University Press, 1998.
Harding, Keith and Henderson, Paul. High Season: English for Hotel and Tourist Industry.
7th Ed. Oxford: Oxford University Press, 1999.
Richards, Jack C. et all. New Person to Person: Communicative Speaking and Listening.
Book 2. Oxford: Oxford University Press, 1995.
Revell, Rod and Stott, Trish. Highly Recommended: English for the Hotel and Catering
Industry. Oxford: Oxford University, 1994.
Stott, Trish and Holt, Roger. First Class: English for Tourism. 8th Ed. Oxford: Oxford
University Press, 2000.
Utawanit, Kanitta. Communicative English for Hotel Personnel. 8th Ed. Bangkok:
Thammasat University Press, 1995.
Viney, Peter and Hartley, Bernard. New Amrican Streamline: Departures. Oxford:
Oxford University Press, 1994.
Viney, Peter and Hartley, Bernard. New Amrican Streamline: Connections. Oxford:
Oxford University Press, 1995.
Wrigley, Heide S. May I help you? Massachusette: Addison- Wisley Publishing Company,
1987.
Website
www.virginmedia.com

63

Unit 8
Cashier
Lets start
Read the following numbers and pronounce them.
570 bath
3,450 baht
47,825 baht 186,000 baht
US$ 55.25
US$ 850.50 AUS$ 9.50
SING$ 66.95

www.web-malls.net

2,400,935 bath
SING$ 90,560

www3.sunysuffolk.edu

Conversation
Checking out: Paying the bill.
Situation 1
Cashier
:
Good morning sir, Can I help you?
Guest
:
Id like to settle my bill.
Cashier
:
Certainly sir. Its Mr. Jones, isnt it?
Jones
:
Thats right. Im leaving today, so Id like to have my bill.
Cashier
:
Just a moment sir.Here you are. Three nights at 12,500
baht and here are the meals that you had at the hotel and the long
distance call to Italy. That makes a total of 14,370 baht.
Jones
:
Um whats this amount here?
Cashier
:
Thats the ten percent service charge.
Jones
:
So the service charge is included.
Cashier
:
Yes, sir.
Jones
:
Right. Now, Can I pay by Euro card?
Cashier
:
Certainly, sir. May I have the card, please?

64

Jones
Cashier
Situation 2
Guest
Receptionist
Guest
Receptionist
Guest

:
:

Here you are.


Would you sign here, please? Thank you very much.

:
:
:
:
:

Could I have my bill please?


Certainly sir. And the room number, please.
Room 661. The name is Michael Singers.
Here we are, sir. That comes to 13,750 baht altogether.
But Ive only been here one night. Do you think you could go
through it item by item and explain it all?
Receptionist :
The room number 661. There are Fax to Rome is 500 baht,
the restaurant lunch and dinner are 2,750 baht, the laundry here is 500
baht, and I am afraid we have made a mistake at item 5 which is the
room service. Did you order anything from the room service last night?
Guest
:
No. not at all. But I made a long-distance call to Milan once.
Receptionist :
Yes, it shows in item 7 for 710 baht.
Guest
:
Thats right I think. Its quite long talking.
Receptionist :
Im sorry to keep you wait for a while but I will correct the
mistakes. It will be less for the bill.
Guest
:
Thanks. Youre so helpful. I just wanted to make sure thats all.
Receptionist :
Here you are, sir. Its 11,960 baht together.
Guest
:
Can I pay by credit card. I have AE cards.
Receptionist :
Certainly, sir. One moment, please. Could you please sign here?
Receptionist :
Thank you very much and please accept our apologize for the
mistake.
Guest
:
Thats Okay.
Receptionist :
I hope to have you with us again. Have a nice trip, sir.
Guest
:
Goodbye.
(Adapted from: Communicative English for Hotel Personnel. 8th Ed. By Utawanit, K. 1995. p.3637 )
Activity 1: Answer the questions.
1. How much does it cost for the total bill?
2. Does it have a mistake in the bill? What is the mistake?

65

3. How long has Michael stayed at this hotel?


4. How does Michael pay for this bill?
5. What are the expenses which Michael has spent?

Conversation
Paying bill in the restaurant
Situation 1
Customer
:
I dont have any bath. Is it okay if I pay in US dollars?
Waiter
:
Certainly, sir.
Situation 2
Customer
:
Id like to use my Visa card, if thats OK.
Waiter
:
Certainly, Madam. Thatd be fine.
Situation 3
Customer
:
Hmm. Can I pay by check? Heres my banker card.
Waiter
:
Im very sorry sir. We dont accept Bankers cards.
Do you have international credit card?
Situation 4
Customer
:
Can I use these Chinese Yuan? You see, Ive got very few bath
left.
Waiter
:
Im not sure, sir. Ill ask the manager. Just a moment, please.

Language Focus
1. The possible questions to ask the hotel cashier.
- How much will the taxi cost?
- Is it more expensive to dine in the hotel restaurant?
- How much is the package day-tour around the city?
- Can I exchange my money here?
- Can I get a better rate at the bank?
- Why do you charge so much for telephone call?
- Why do you charge so much for taxi service.
- Why dont you accept Indian Rupees?
- Why cant I get a cash advance here?

66

- Why wont you accept my personal check?


- Why is your rate so low?
- Whats wrong with my credit card?
- Whats the rate at the bank?
2. The pattern of expressions to response.
- The price for taxi service is 200 baht for round trip, sir.
- The charge for city day-tour is 1,500 baht a person, sir.
- Its a hotel policy, sir.
- Since the local bank doesnt accept this currency, sir.
- Im very sorry. But we dont have any contract with this kind of card, sir.
(Adapted from: Communicative English for Hotel Personnel. 8th Ed. By Utawanit, K. 1995)
Tip: When you have to explain something
- Smile.
- Maintain eye-contact.
- Explain the information the guest needs to know.
- Use the guests name often.
- Tell the guest what you can do for him/her.
- Thank the guest when they finish questions.
Activity 2: Practice telling the price. Use the information from the following extract.
Room rate: Garden Villa
2,700 baht per night (Sunday Thursday)
3,500 baht per night (Friday Saturday)
2 bedrooms Beach-front Villa
* 9,000 baht per night (Sunday Thursday)
* 12,000 baht per night (Friday Saturday)
Special Privileges (Select ONE)
- 1 complementary Thai set dinner for 2 persons
- 1 complementary Foot massage for 2 persons
Rates are valid for minimum of 2-night stay.
Late check-out until 3pm upon availability.
A deposit fee is required.

67

Listening
Listen to the conversation and answer the following questions.
1. Is the bill prepared for the guest?
2. Is the service included in the bill?
3. How does the guest pay for the bill?
4. What does the cashier give to the guest?
5. Do you think the guest feel satisfied in this situation? Why or Why not?

Conversation
Selling and Buying in Hotel Shops
Situation 1
Salesperson :
Good morning, can I help you?
Customer
:
Yes, Im interested in some scarves.
Salesperson :
All our scarves are in this section. What do you think of this one?
Its made of silk.
Customer
:
It looks nice, but Id like to have something warm for the winter.
Salesperson :
You may like a heavy wool scarf. How about this one?
Customer
:
I think thats what I want. Does it come in beige?
Salesperson :
Yes. Here it is. It suites to any colors.
Customer
:
How much is it?
Salesperson :
Its seventy dollars with tax.
Customer
:
Its a little expensive. Do you think its possible to get a discount?
Salesperson :
We give 10% discount for the guest. Do you stay in the hotel?
Customer
:
Yes, Im a regular guest of this hotel.
Salesperson :
Good. How would you like to pay?
Customer
:
By American Express.
Salesperson :
Just a moment, maam.
Situation 2
Salesperson :
May I help you, Miss?
Customer
:
Yes. Do you have these shoes in size seven?
Salesperson :
They are not on the shelf. Ill have a look in the stockroom.
.

68

Customer
Salesperson
Customer
Salesperson
Customer
Salesperson

:
:
:
:
:
:

Im very sorry. They are out of stock. Would you like these ones?
They are the same style.
Okay. Ill try them on. How do you think?
They look perfect on you.
How much are they?
They are on sales for only 1,500 baht.
Ill take them. Could you wrap it up for me?
Certainly, Miss.

Activity 3: How do you say when


1. You have to greet customer.
2. You have to tell the price.
3. You have to tell that the price includes tax.
4. You can/cannot give a discount.
5. You have to know whether the customer would like to pay the bill.
6. You ask whether the customer stay in the hotel.
7. You have to look for goods in stockroom.
8. You dont have the color that the customer would like.
9. You have goods in different color.
10. You want to thank you the customer.

Working out
Gather more information about credit card companies and currencies of countries around the
world as well as the exchange rate. Then present out on the chart for your friends.

69

References
Adamson, Donald. International Hotel English. Cambridge: Prentice Hall, 1989.
Ashley, A. Oxford Handbook of Commercial Correspondence. China: Oxford University
Press, 2003.
Binham, P. et all. Hotel English: Communicating with the International Traveller.
New York: Pergamon Press Ltd, 1982.
Clemens, J. and Crawford, J. (Edited). Word Will Travel. Canberra: ELS Pty Ltd., 1994.
Harding, Keith. Going International. Oxford: Oxford University Press, 1998.
Harding, Keith and Henderson, Paul. High Season: English for Hotel and Tourist Industry.
7th Ed. Oxford: Oxford University Press, 1999.
Hollett, Vicki. Business Objectives. New Ed. Oxford: Oxford University Press, 1996.
Richards, Jack C. et all. New Person to Person: Communicative Speaking and Listening.
Book 1. Oxford: Oxford University Press, 1995.
Richards, Jack C. et all. New Person to Person: Communicative Speaking and Listening.
Book 2. Oxford: Oxford University Press, 1995.
Stott, Trish and Holt, Roger. First Class: English for Tourism. 8th Ed. Oxford: Oxford
University Press, 2000.
Utawanit, Kanitta. Communicative English for Hotel Personnel. 8th Ed. Bangkok:
Thammasat University Press, 1995.
Viney, Peter and Hartley, Bernard. New Amrican Streamline: Departures. Oxford:
Oxford University Press, 1994.
Website
www.web-malls.net
www3.sunysuffolk.edu

70

Module 3: Food and Beverage


Unit 9: Waiter and Waitress
Unit 10: Room Service
Unit 11: Bar Staff
Unit 12: Kitchen Staff

71

Unit 9
Waiter and Waitress
Lets start
What are the restaurant service staffs as waiter and waitress duties? What do they do when they
arrive the restaurant until finish the jobs. Discuss the routines of waiter and waitress.

www.inmagine.com

www.fotosearch.com

www.schuetterstudio.com

Conversation
Restaurant reservation
Situation 1
Waiter
:
Mai Thai Restaurant. Richie speaking, may I help you?
Caller
:
Yes, Id like to book a table. What time do you serve?
Waiter
:
We serve lunch from 11.00 to 15.00 and dinner from
17.00 to 22.00, sir.
Caller
:
Right... Are you open every day?
Waiter
:
Thats correct, sir. We open every day.
Caller
:
Can I book a table for Saturday, then?
Waiter
:
Certainly, sir. How many people is it for?
Caller
:
For 6 people.
Waiter
:
And for what time, sir.
Caller
:
For one oclock.
Waiter
:
May I have your name, please?
Caller
:
OLeary. O-L-E-A-R-Y

72

Waiter

The table for 6 people on Saturday at 1 p.m. Thank you very


Much, Mr. OLeary. Goodbye.

Situation 2
Waiter

Guest
Waiter

:
:

Guest
Waiter
Guest
Waiter

:
:
:
:

Good evening, sir. Welcome to Mai Thai. Do you have a table?


reservation?
No. Im afraid not.
Thats alright. Would you like a table in smoking or nonsmoking area?
Non-smoking, please.
Please come with me.Is this table for your liking?
Its perfect.
Would you care to take a seat? Please allow me.
(pull back a chair)

Situation 3
Waiter

Good evening, sir. Welcome to Mai Thai. Do you have a table


reservation?
Guest
:
Yes. The name is OLeary.
Waiter
:
Oh. Mr. OLeary. Please come with me. This table is for you.
Waiter
:
Would you care to take a seat? Please allow me.
(pull back a chair)
Waiter
:
Excuse me. I will be right back with the menu.
(Adapted from: Highly Recommended: English for the Hotel and Catering Industry. By Revell, R.
and Stott, T. 2000.)
Activity 1: What would you say when
1. You greet the customer.
2. You want to know the number of customer.
3. You want to know whether the customer has a reservation.
4. You want to know the name of the customer.
5. You ask whether the customers like their table.
6. You tell the customer the time for serving.
7. You tell the customer the tables are fully booked.
8. You ask whether the customer would like to wait.

73

9. You offer the drink for the customer.


10. You thank you the customers for the waiting and seat them at the table.

Listening
Listen to the conversation and complete the dialogue.
Waiter
:
Good evening, sir. Welcome to Mai Thai. 1?
Guest
:
No. Im afraid not. Is it possible to have a table?
Waiter
:
Im afraid we a bit crowded tonight. But if you would like to
wait, 2, sir.
Guest
:
How long would it be?
Waiter
:
I think in 3.., sir.
Guest
:
Ok. I will wait.
Waiter
:
Thank you very much, sir. And 4, please?
Guest
:
Mark.
Waiter
:
Thats fine, sir. Would you like 5 at the bar
while you are waiting?
Guest
:
Sound good!

Conversation
Taking order
Situation 1: at fast food
Waiter
:
May I take your order, please?
Customer
:
Yes, Id like a chicken burger and a large order of French fries.
Waiter
:
Certainly. And would you like a salad?
Customer
:
Yes, small salad, please.
Waiter
:
Right. And what kind of dressing would you like? We have
Thousand Island, Italian, and French.
Customer
:
Italian.
Waiter
:
Would you like anything to drink?
Customer
:
Id like a large iced-coffee.

74

Waiter

Situation 2
Waiter
Customer
Waiter
Customer
Waiter
Customer
Waiter
Customer
Waiter
Customer

:
:
:
:
:
:
:
:
:
:

Chicken burger, large French fries, small salad with Italian dressing,
and large iced- coffee. Thank you, madam.

May I take your order, please?


Yes, Id like to start with a salad?
Certainly. And what kind of dressing would you like?
French dressing.
What would you like to follow?
Id like clam chowder, please.
Good choice, sir. And whats the main course?
May I have T-bone steak?
Certainly, sir. How would you like your steak?
Make it medium-rare. And can I have a glass of red wine with
my meal.
Waiter
:
Yes, of course... And would you care for any dessert? We have a
fantastic chocolate cheese cake.
Customer
:
Ok. Ill have a piece with black coffee.
Waiter
:
Very good, sir. Its wont take long.
(Adapted from: New Person to Person: Book 1. by Richards, J. et all. 1995)
Activity 2: What do you say when
1. You would like to take order.
2. You ask whether the customer likes the drink.
3. You want to explain the special dishes of the day.
4. You ask whether the customer wants the coffee.
5. You ask how the customer likes his the steak.
6. You will come back soon.
7. You tell the customer that you have to ask the chef about the time of cooking.
8. You would like to know about the salad dressing that the customer likes.
9. You would like to recommend dessert.
10. You tell the customer that the food will come soon.

75

Conversation
Checking bill
Situation 1
Customer
:
Waiter
:

Could I have my bill, please?


Certainly, sir. One moment, please
Here is your bill, sir.
Customer
:
Thank you. (Look at the bill). Whats this item here? Item 6
Waiter
:
Thats a vegetable with your chicken, sir.
Customer
:
Oh, the vegetables werent included?
Waiter
:
No, sir. They were extra.
Customer
:
OK. Now I dont understand this, you seem to have charged me
twice for the dessert. Look at item 8 and 10.
Waiter
:
Ill just go and check if for you, sir.
Yes, sir. Youre right. The cashier made a mistake. I think
Youll find Its correct now.
Customer
:
Thank you.
Waiter
:
Were very sorry about this.
Customer
:
Oh, thats all right. Now, can I pay by travelers cheque?
Waiter
:
Certainly, sir. Well give you the change in local currency, if
Thats all right.
Customer
:
Oh. Keep the change.
Waiter
:
Thank you very much indeed, sir.
Customer
:
And Id like a receipt.
Waiter
:
Certainly, sir. Just moment, please.
(Adapted from: Communicative English for Hotel Personnel. 8th Ed. By Utawanit, K. 1995)
Activity 3: Answer the questions.
1. When is this situation occurred?
2. What is the problem with the bill?
3. How does the waiter solve it?
4. How does the customer pay for the bill?
5. What does the customer do with the change?

76

Activity 4: What would you say when


1. You want to present the bill to the customer.
2. You explain the items in the bill.
3. You tell that the bill include tax and service.
4. You want to thank you for the tip.
5. You would like to farewell the customer.

Listening
Listen to the conversation and answer the questions.
1. What is the special dish of the day?
2. What is the special main course of today?
3. How many sets does the customer order for?
4. What kind of drink does the customer order for?
5. What kind of food do they serve in this restaurant?

Language Focus
1. Taking a table reservation
- When would you like your table?
- A table for how many people?
- Where would you like to seat?
- Is it smoking or non-smoking area?
- May I have your name, please?
- Could you spell your name, please?
- May I have your room number, please?
- May I have your telephone number, please?
- Im afraid the table is not available at that time. But we can seat you at
- Im afraid weve fully booked.
- Would you like me to make a reservation at another restaurant for you?
2. Greeting and seating customer
- Good evening. Do you have a table reservation?
- Would you please come this way?
- Could you please come with me?

77

- Come with me, please.


- Is this table alright?
- Is this table suitable for you?
- Is this table of your liking?
3. Taking order
- May I recommend our special dish of the day
- May I suggest one of our most popular dish
- Were having a special promotion of . (name of drinks or food).
- May I take your order, please?
- Im sorry. I will come back for the order when youre ready.
- What would you like to start with?
- And to follow?
- How would you like your steak?
- What kind of dressing would you like with your salad?
- Would you like anything to drink?
- What would you like to drink with your meal?
- Would you care for any dessert?
- This set is enough for 2 persons.
- This dish is enough for 4 persons.
- May I repeat your order? There are..
Activity 5: Look at the following dishes, try to recommend them to your customers.
1. Roasted chicken with sweet almond stuffing
2. Fried Mackerel with sour sauce
3. Roasted duck red curry with tomato

www.perdue.com

www.istockphoto.com

http://allthaifood.com

78

Working Out
You are a waiter or a waitress in Thai Restaurant. Try to explain Thai dishes to your customers
since it is the first time for them to try Thai food. These are top ten list of Thai dishes from
foreigners votes. You should start by translating from Thai names to English words first.
- Tom Yam Kung
- Pad Thai
- Pad Kra Prao Moo
- Kang Ped Ped Yang
- Tom Kha Kai
- Yam Nuea Yang
- Sate Moo
- Kaeng Khaew Wan Kai
- Kai Pad Med Mamuang
- Panaeng Pork curry

http://pirun.ku.ac.th

79

References
, . . .
: , 2523.
, . 7. :
, 2553.
Adamson, Donald. International Hotel English. Cambridge: Prentice Hall, 1989.
Binham, P. et all. Hotel English: Communicating with the International Traveller.
New York: Pergamon Press Ltd, 1982.
Harding, Keith. Going International. Oxford: Oxford University Press, 1998.
Harding, Keith and Henderson, Paul. High Season: English for Hotel and Tourist Industry.
7th Ed. Oxford: Oxford University Press, 1999.
Richards, Jack C. et all. Interchange: Students book 1. Third Ed. Hong Kong:
Cambridge University Press, 1997.
Richards, Jack C. et all. New Person to Person: Communicative Speaking and Listening
Book 1. Oxford: Oxford University Press, 1995.
Revell, Rod and Stott, Trish. Highly Recommended: English for the Hotel and Catering
Industry. Oxford: Oxford University, 1994.
Stott, Trish and Holt, Roger. First Class: English for Tourism. 8th Ed. Oxford: Oxford
University Press, 2000.
Thai Farmers Bank. Highlights of Thailand. Bangkok: Magic Productions, 1987.
Utawanit, Kanitta. Communicative English for Hotel Personnel. 8th Ed. Bangkok:
Thammasat University Press, 1995.
Website
http://allthaifood.com
http://pirun.ku.ac.th
www.fotosearch.com
www.inmagine.com
www.istockphoto.com
www.perdue.com
www.schuetterstudio.com

80

Unit 10
Room Service

Lets start
Discuss roles of room service in a hotel. Why is it important for hotel to have a room service?
What are services offered by a room service?

www.magnoliahotels.com

www.fallsview.com

Conversation
Situation 1
Room service :
Guest
:
Room service :
Guest
Room service
Guest
Room service
Situation 2
Room service
Guest
Room service

:
:
:
:

Guest

:
:
:

Good evening. Room Service


Can I order for supper, please?
Certainly, sir. We have hamburgers, sandwiches, cold drinks,
and hot drinks for supper.
OK. Can I have a chicken salad sandwich and coffee?
Yes, of course, sir. Your room number, please?
1125.
Thank you, sir. I will be up to your room in ten minutes.
Good morning. Room Service.
Can I have a breakfast in my room?
Certainly, sir. You just select food from the breakfast menu what
you would like, sir.
Is there any charge?

81

Room service :
Guest

There is 100 baht charge for the service, sir. Breakfast is


included in the room rate.
Right. I will think about it.

Activity 1: Read and tick to order of the Room Service Menu


White Sand Hotel: Room Service Menu
___New York Sirloin Steak
___Lobster Tails

Broiled to sizzling perfection


Served with melted butter, lemon wedge
and a bib
___ Halibut Creole
:
Fresh halibut cooked in a zesty sauce of
tomatoes, onions, and green peppers
___ Barbecued Chicken
:
tender breast of chicken with our spicy
barbecue sauce from a secret family
recipe
___ Salmon Teriyaki
:
Fresh Atlantic salmon with a taste of the
Orient
All of the above entrees are served with your choice of
Potato
__mashed
__boiled
__baked
Vegetable
__broccoli
__asparagus __peas & carrot
And
Soup of the day (ask the room service about todays soup)
Or
Salad
__French
__blue cheese
__Oil & vinegar
Beverage
Dessert

__ coffee

:
:

__ iced-coffee

__tea __iced-tea

__ice cream
__French pastry
__ fresh fruit
Room Service Please Dial 111
(Adapted from: Highly Recommended: English for the Hotel and Catering Industry. By Revell, R.
and Stott, T. 2000. p.38)

82

Activity 2: Practice making a conversation to order food from the above room service menu.
Dont forget to ask questions or detail about service charge. Use the following expression..
- Could I have breakfast in my room?
- What is served with the steak?
- What kind of vegetable do you have?
- Do you have any fruit juice?
- What kind of fresh fruit do you serve?

Listening
Listen to the conversation and complete the dialogue.
Room Service ;
1, How may I help you?
Guest
:
Can I order a cheese burger with French fries, no onion, and a tuna
salad sandwich.
Room Service :
2., one tuna salad. Anything else,
Madam?
Guest
:
Can I have some drink, please? What kinds of fruit juice do you have?
Room Service :
We have orange, 3.., banana, 4 and
strawberry.
Guest

Room Service :
Guest
:
Room Service :

Id like strawberry juice, 5 and a pot of tea with


lemon.
One strawberry, 6.. and tea with lemon.
Could I have your room number, please?
Room 7..
8. Thank you, madam. Itll take about 9

Activity 3: Discussion
1. How is it important to repeat the order that the room service take?
2. What details does the room service have to ask the guest?

83

Language Focus
1. Expression for taking order
Breakfast
- Good morning. Room Service. Devi speaking. May I help you?
- Which breakfast would you like?
- What would you like to start with?
- Would you like a fruit juice or a plate of fruit?
- You can choose 3 different kinds of fruits.
- What cereal would you like?
- How many minutes would you like your egg boiled?
- Would you like them fried sunny side up or over-easy?
- What would you like with your omelet?
- What sauce would you like?
- Would you like some Danish pastries or toast?
- Would you like your coffee with cream or milk?
- Would you like your tea with fresh lime or milk?
Lunch or dinner
- What would you like to start with?
- May I recommend the soup of the day?
- How would you like your steak cooked?
- Which sauce would you like?
- Would you like dessert or fresh fruit?
- Would you like tea or coffee?
- Would you prefer to any wine with your dinner?
Must say
- May I repeat your order?
- Im sorry I dont understand. Could you repeat that, please?
- Just a moment, please.
- May I place you on hold one moment, please?
- May I call you back in a moment? Your room number, please?
- Im sorry to keep you waiting.
Explain why a price is high

84

- Im afraid I dont know. Would you like me to find out?


- Its because of some of the ingredients are imported.
- Its because of the quality of the ingredients.
2. Useful expression to describe food.
- Its kind of ..
- Its made from .
- Its served with .
- Its stuffed with .
- Its flavored with ..
- Its seasoned with.
- Its a traditional dish.
- Its Chinese delicacy.
- People often say its delicious.
- This is a very popular dish.
- Its excellent.
- Its very tasty.
- Im sure you will enjoy it.
Working out
1. As a room service describe the following dish to the guest.
- Sukiyaki
- Sea food hot plate
- Fried crab with Indian curry powder
2. Make a conversation to order food from room service.
3. Make a conversation to have breakfast in room.

85

References
Adamson, Donald. International Hotel English. Cambridge: Prentice Hall, 1989.
Binham, P. et all. Hotel English: Communicating with the International Traveller.
New York: Pergamon Press Ltd, 1982.
Harding, Keith. Going International. Oxford: Oxford University Press, 1998.
Harding, Keith and Henderson, Paul. High Season: English for Hotel and Tourist Industry.
7th Ed. Oxford: Oxford University Press, 1999.
Richards, Jack C. et all. Interchange: Students book 1. Third Ed. Hong Kong:
Cambridge University Press, 1997.
Richards, Jack C. et all. New Person to Person: Communicative Speaking and Listening
Book 1. Oxford: Oxford University Press, 1995.
Revell, Rod and Stott, Trish. Highly Recommended: English for the Hotel and Catering
Industry. Oxford: Oxford University, 1994.
Stott, Trish and Holt, Roger. First Class: English for Tourism. 8th Ed. Oxford: Oxford
University Press, 2000.
Utawanit, Kanitta. Communicative English for Hotel Personnel. 8th Ed. Bangkok:
Thammasat University Press, 1995.
Viney, Peter and Hartley, Bernard. New Amrican Streamline: Departures. Oxford:
Oxford University Press, 1994.
Wrigley, Heide S. May I help you? Massachusette: Addison- Wisley Publishing Company,
1987.
Website
www.fallsview.com
www.magnoliahotels.com

86

Unit 11
Bar Staff
Lets start
Discuss the following topics
1. Is it essential to greet customer when they come to the bar? Why?
2. How is it important to remember guests name?
3. Is it essential to say the name of drink as you serve it? Why?
4. Is it necessary to offer choices for drinks? Why?

www.london-drinking.com

www.st-andrews.ac.uk

www.threescrowdevents.com

Conversation
Serving Drinks at the bar
Situation 1
Barman
:
Good evening, sir. May I serve you any drink?
Guest 1
:
A bottle of Singha beer, please.
Guest 2
:
A gin and tonic.
Barman
:
Would you like ice and lemon in that, madam?
Guest 2
:
Just ice.
Barman
:
Here you are. Enjoy the drink.
Situation 2
Barman
:
Good afternoon. May I help you?
Guest
:
Two lemonades. I would like to take away.
Barman
:
Thats alright, madam. Just a moment.
Guest
:
How much is it?
Barman
:
150 baht, madam.

87

Listening
1. Listen to the conversation and complete the dialogue.
Barman

Good evening sir and madam. 1?

Guest1
Guest 2
Barman
Guest 2
Barman
Guest 1
Barman

:
:
:
:
:
:
:

2, please. What would you like to drink? Dear.


A dry martini.
Would you like your dry martini with 3?
No. Do you have parasols? I like it with my martini.
Oh! Yes. Just a moment, please. 4...
Thank you.
5..

2. What drinks do the guests order in the listening dialogues?


Dialogue 1
Dialogue 2
Dialogue 3
Dialogue 4

Language Focus
Taking a drink order
- Good evening. Is there anything I can do for you?
- Have you had an enjoyable day?
- Would you like one of our special cocktails?
- We have a special cocktail with and without alcohol.
- May I suggest you our special drinks?
- What kind of beer would you like?
- Here is a wine list for you selection.

88

Activity 1: Complete the following dialogue.


Waiter
:
Good evening, sir. 1 Would you like a table for two?
Guest
:
Yes, please.
2
Waiter
:

Guest
:
Yes, that would be fine. It looks nice and quiet over there.
3
Waiter
:

Waiter
:
Certainly, sir 4 ..
Guest
:
Thank you.
5
Waiter
:

Guest
:
Yes, we are.
6
Waiter
:

Guest
:
The roasted chicken and one mixed salad, please.
7
Waiter
:

Guest
:
Two fillet steaks, please.
Waiter
:
Certainly. 8
Guest
:
One medium rare, and the other well done.
9
Waiter
:

Guest
:
Yes, please. A bottle of Rioha.
10
Waiter
:

Activity 2: Find the right description in column 2 for each kind of coffee in column 1.
Column 1
a. black
b. white
c. cappuccino
d. espresso
e. decaffeinated / decaf / hag
f. Irish
g. Caribbean
h. Turkish

89

..
..
..
..
..
..
..
..

Column 2
1. Strong coffee combined with hot milk, with ground cinnamon and
nutmeg on top.
2. Coffee with no caffeine in it.
3. Strong black coffee, boiled with sugar.
4. Strong coffee with Irish Whisky, brown sugar and cream.
5. Coffee without milk or cream
6. Strong black coffee, made by forcing steam through the coffee.
7. Coffee with milk or cream.
8. Strong coffee with rum, brown sugar and cream.

Activity 3: Response to the following order for drinks.


1. Ill have a large gin and tonic, please. No ice and just a splash of tonic.
2. Id like a good stiff brandy.
3. Can you get me a vodka and orange? Give me plenty of ice.
4. Whisky and soda, please, with ice. And go easy on the soda.
5. Id like a double brandy and soda. Make it a long drink, will you?
6. Do you have a diet coke?
7. Which one is better Singha or Chang Beer?
8. How much does a shot of whisky cost?
9. Do you accept American Dollar?
10. Could you recommend something for hung-over?
Activity 4: Complete the dialogues to order drinks.
Dialogue 1
Waiter
:
Good afternoon, Sir. What1you like?
Customer
:
Well2one gin and tonic, two Scotch on
The rock, and a tonic3ice.
Waiter
:
Certainly, sir4you are.
Customer
:
Thank you5.is that?
Waiter
:
Thats 550 baht, sir.

90

Dialogue 2
Waiter
Customer

:
:

Waiter
Customer

:
:

Good evening madam, would you like anything to1.?


Yes,2..you bring us three cokes, a Perrier, a small
sherry, and a brandy and soda.
Very good, sir. 3.that be a dry or sweet sherry?
Medium dry,4

Working Out
Look at the given beverage menu and practice to order and to take order.
Cyber Caf
Beverages
small medium large
# Espresso; Laurentis Espresso, Decaf Espresso
$1.50 $1.75
# Cappuccinos & Latte Syrup Flavors
$1.75 $2.00
(Vanilla, Hazelnut, Chocolate, Caramel, Raspberry, Irish Cream
With Topping! Whip Cream, Cinnamon, Nutmeg)
# House Blends; Vanilla Cream, Columbian Hazelnut, $1.50 $1.75
(Decaf Classic Roasted)
# Instant Cappuccinos; French Vanilla, Hazelnut
$1.25 $1.50
# Hot Tea; Decaf of Regular
$1.00 $1.25
# Iced Tea; Made Daily! Sweet or Un-sweet
$1.00 $1.25
# Hot Chocolate
$1.25 $1.50
# Frozen Goodies! Frozen soft or Ice Cream Bar
$1.25
Snacks
# Candy Bars
$.75
# Gum
$.50
# Chips
$1.00
# Crackers
$.75
# Grandmas Cookies
$.75
# Beef Jerky
$1.50
(Adapted from: May I help you? By Wrigley, Heide S. 1987. p. 46)

$1.90
$2.25

$1.90
$1.75
$1.50
$1.50
$1.75

91

References
Adamson, Donald. International Hotel English. Cambridge: Prentice Hall, 1989.
Binham, P. et all. Hotel English: Communicating with the International Traveller.
New York: Pergamon Press Ltd, 1982.
Harding, Keith. Going International. Oxford: Oxford University Press, 1998.
Harding, Keith and Henderson, Paul. High Season: English for Hotel and Tourist Industry.
7th Ed. Oxford: Oxford University Press, 1999.
Richards, Jack C. et all. Interchange: Students book 1. Third Ed. Hong Kong:
Cambridge University Press, 1997.
Richards, Jack C. et all. New Person to Person: Communicative Speaking and Listening
Book 1. Oxford: Oxford University Press, 1995.
Revell, Rod and Stott, Trish. Highly Recommended: English for the Hotel and Catering
Industry. Oxford: Oxford University, 1994.
Stott, Trish and Holt, Roger. First Class: English for Tourism. 8th Ed. Oxford: Oxford
University Press, 2000.
Utawanit, Kanitta. Communicative English for Hotel Personnel. 8th Ed. Bangkok:
Thammasat University Press, 1995.
Viney, Peter and Hartley, Bernard. New Amrican Streamline: Departures. Oxford:
Oxford University Press, 1994.
Wrigley, Heide S. May I help you? Massachusette: Addison- Wisley Publishing Company,
1987.
Website
www.london-drinking.com
www.st-andrews.ac.uk
www.threescrowdevents.com

92

Unit 12
Kitchen Staff
Lets start
Have a look at the below dishes and tell the names ingredients as many as possible.

http://image.diaryis.com

www.thailandlife.com

www.terrythone.com

Reading
Quick and easy Recipe
Napolitan Sauce
Ingredients
- 2 cans peeled tomato
- 1 onion
- 2 tablespoons of extra Virgin Olive Oil
- 6-7 fresh basil leaves or teaspoon dried basil
- Salt and pepper
- Parsley
Methods
Heat oil, brown onion, add finely chopped tomato, add basil, salt and pepper, bring to
The boil, reduce heat and simmer for minutes or until liquid has reduced by half. Then add
parsley and stir through.
(Adapted from: Food Brochure. By Thai International Airway. 2002)

93

Activity 1:
1. Underline all verbs used in the above recipe.
2. Write it down in steps using sequencing:
First
Then..
Next
After that
Finally

Language Focus
How to use instruction
We use sequence markers to put instructions in order.
First
:
First pour some oil into the frying pan.
..Begin/start with
:
You can begin/start with pouring oil into the frying pan
Then/next
:
Then/next put a tea spoon of chopped garlic into the hot
oil.
After that... and...
:
After that put slice pork into the pan and stir fried it with
garlic.
Finally/Lastly
:
Finally/lastly seasoned the mixture with soy sauce, little
sugar and ground black pepper.
Activity 2: Make an instruction in the following conversation of your favorite dish.
Chef
:
Whats your favorite dish?
Helper
:
Its ..
Chef
:
What ingredients do you need?
Helper
:
To prepare it, I need
Chef
:
Tell me how do you cook it?
Helper
:
Certainly, First
Next
Then.
After that..
Finally .

94

Activity 3: What ingredients of the following dish. Write the method of how to cook them.
You can choose only two dishes.

Som Tum Poo

Pork Sate

1.
2.
3.
4.
5.
6.

Som Tum Poo


Yakisoba
Kao Soi Northern Style
Pork Sate
Tom Yam Kung
Meang Kam

Yakisoba

Tom Yam Kung

Kao Soi Northern Style

Meang Kam

95

Reading
CHEF SUGGESTION
SOM TAM THAI (Thai Green Papaya Salad)
Ingredients
Green papaya
350 g.
Carrots
50 g.
Unsalted toasted peanut
50 g.
Dried shrimp
50 g.
Fresh chili
3 or more
Dressing
Lime juice
55 g.
Fish sauce
35 g.
Sugar (brown sugar preferable) 55 g.
Chopped garlic
10 g.
- Wash and peel green papaya and carrots, grate them into long thin strips.
- Crush or grinded unsalted toasted peanut.
- Soak dried shrimp in water and drain well. Dry them on a sheet pan in the oven, then
grind them in a food processor or grinder.
- Wash whole fresh chili peppers and crush them with the flat part of knife.
- For dressing, mix all the dressing ingredients together, stir until sugar is completely
dissolved.
- Just before serving, toss the prepared shredded green papaya and carrot with the dressing,
and crushed fresh chili pepper, crushed peanut and ground dried shrimp. Keep some
crushed peanut and dry shrimp to garnish the salad.
- Serve the salad on a lettuce leaf and top with the remaining crushed peanut and ground
shrimp.
Note: For those who prefer a spicier taste, more fresh chili may be added.
(Adapted from: Food Brochure. By Thai International Airway. 2002)

96

Activity 4: A recipe for fried rice.


Look at the list of ingredients which may be used in making fried rice. Choose the
ingredients you prefer. Then, write a recipe of your fried rice. Use the sequence markers to write
your recipe.
List of ingredients
Oil Vegetable oil
Coconut oil
Animal fat (lard)
Meat Beef/Chicken/Port
Shell/Prawn
Crabmeat
Sausage
Vegetable
Cauliflower/ Cabbage/Bean sprouts/Baby corn/ Mushrooms
Cucumber
Tomato
Onion
Green Onion
Coriander
Flavoring
Soy sauce
Ketchup
Fish sauce
Sugar
Chopped garlic
Ground black pepper
Lime
Cooked rice
Recipe

97

Language Focus
Definition
To form the definition we use
1. (noun/nouns) is/are (noun/nouns)
2. (noun/nouns) is/are (noun/nouns) which + clause.
3. (noun/nouns) which + clause + is/are called + (noun/nouns)
4. (noun/nouns) which + clause + is/are known as + (noun/nouns)
Example:
1. Kai is chicken.
2. Kai Tod is deep fried chicken.
3. Sa-te Kai is grilled chicken stick which served with curry dipping.
4. Chicken stick grilled on charcoal and serve with curry dipping is called Sa-te Kai.
Activity 5: Write description for foods and drinks.
1. What is Kaoy Boud Shee ()?
Its Thai dessert. It is made from banana boiled in sweet coconut cream.
2. What is Tom Yam Kung ()?
3. What is Chom Phoo ()?
4. Whai is Ka Fae Yen()?
5. What is Sang kha ya ()?
6. What is Khao Nieo Kaew ()?
7. What is Tom Kha Kai()?
8. What is Khao Mu Daeng ()?
9. What is Kieo Nam ()?
10. What is Moo Nam Tok ()?

98

Working Out
Recipe Demonstration
Demonstrate the cooking strategies in the classroom.
Choose the recipe, prepare the ingredient and demonstrate. (3-5 minutes for each student)

99

References
, . . .
: , 2523.
, . 7. :
, 2553.
Adamson, Donald. International Hotel English. Cambridge: Prentice Hall, 1989.
Binham, P. et all. Hotel English: Communicating with the International Traveller.
New York: Pergamon Press Ltd, 1982.
Harding, Keith. Going International. Oxford: Oxford University Press, 1998.
Harding, Keith and Henderson, Paul. High Season: English for Hotel and Tourist Industry.
7th Ed. Oxford: Oxford University Press, 1999.
Richards, Jack C. et all. Interchange: Students book 1. Third Ed. Hong Kong:
Cambridge University Press, 1997.
Richards, Jack C. et all. New Person to Person: Communicative Speaking and Listening
Book 1. Oxford: Oxford University Press, 1995.
Revell, Rod and Stott, Trish. Highly Recommended: English for the Hotel and Catering
Industry. Oxford: Oxford University, 1994.
Stott, Trish and Holt, Roger. First Class: English for Tourism. 8th Ed. Oxford: Oxford
University Press, 2000.
Thai Farmers Bank. Highlights of Thailand. Bangkok: Magic Productions, 1987.
Utawanit, Kanitta. Communicative English for Hotel Personnel. 8th Ed. Bangkok:
Thammasat University Press, 1995.
Website
Kao Soi Northen Style from: www.siamdiningguide.com
Meang Kam from: fotosearch.com
Pork Sate from: www.jewishworldreview.com
Somtam Poo from: www.restaurantdorset.co.uk
Tom Yam Kung from: www.kenyaphuket.com
Yakisoba from: http://hucker.net
http://image.diaryis.com
www.thailandlife.com
www.terrythone.com

100

Module 4: Housekeeping and Maintenance


Unit 13: Housekeeping staff
Unit 14: Maintenance & Engineering Staff

101

Unit 13
Housekeeping staff
Lets start
1. How important is the house keeping staff?
2. What kind of works do they have to be done by the housekeeping staff?

www.ritzmontreal.com www.industrysearch.com

www.bamamapan.com

Conversation
Making up rooms
Situation 1
Room Maid

Guest
Room Maid

:
:

Guest
Room Maid
Situation 2
Room Maid
Guest
Room Maid

:
:

Guest
Room Maid

:
:

:
:
:

Good morning, madam. My name is Suwannee. Im a room maid.


May I come in, please?
Yes. How long does it take to make up room?
It takes 15 minutes to make up your room, madam. Two of us will
help to clean up everything in your room.
Can I stay in my room and watch television while youre working?
Certainly, Madam.
Good Morning, May I make up your room, please?
Are you a room attendant?
Yes, Im a chamber maid. There are two of us help making up
the room.
Would you come back in 10 minutes? Ive not finished yet.
Certainly, Madam.

102

Room Maid
Guest
Room Maid
Guest

:
:
:
:

(10 minutes later)


Can I come in?
Yes of course. Were leaving.
Goodbye Madam. Have a nice day.
Thank you.

Listening
Listen to the conversation and complete the dialogue.
Housekeeping :
Housekeeping. May I 1 you?
Guest
:
Yes. This is Mrs. Jones 2 2011. Did you make the
bouquet in my room?
Housekeeping :
Yes, madam. The bouquet is made in the 3. room.
This is a complementary for the 4. guest.
Guest
:
Its really 5. Thank you very much.
Housekeeping :
Youre 6.., madam.
Guest
:
Well, tomorrow is my husbands 7.. and were having a
party under the candles. Could you arrange some flowers in our room?
Housekeeping :
In this case we have a flower shop in our hotel. I will ask 8..
to call you and discuss about the matter.
Guest
:
Thats good 9.. Thank you very much.
Housekeeping :
With pleasure, madam.

Conversation
Maid I

Maid II

We have to check bedroom accessories. It contains linen


Basket including sheets, pillow cases, bathrobes, lavatory
Napkins, pajamas, bath and face towels, blankets, and dressing
gown, spare pillow, and so on.
Im cleaning the bathroom and checking these articles. There
are shampoo bottles, foam bath, hair conditioner, toothpaste,
tooth brush , sewing kits, candle stands, razor, sanitary bags,
shower cap, body lotion, soap dish, detergent, first-aid box,

103

Maid I

Maid II

Maid I

Maid II

Maid I

Maid II

ashtray, disposal bags laundry forms, laundry bags, room


freshener, towels, facial paper, toilet paper, clothes hangers,
breakfast knob cards, room service menu, waste paper basket,
bath mats, bath towel, plastic shirt bags, polish my shoe card
Turkish towel or terry towel, a box of matches, blade dispensers,
gargle tumblers, water tumbles, cotton pad. And I must also
clean the shower curtain, toilet bowl, toilet flush, bath tub, and
shower. Check the tap or faucet works well, and the plug
sockets for shaving which are use for electricity of 110-220
volts, and even check that the toilet flushes properly.
I prepare sheets, blankets, bed spread. Pillow, mattress
Protectors, Pillow cases for making beds.
On the writing table, mustnt forget to check the writing case
containing writing paper. Envelops, facsimile form, a note pad,
hotel guest comment form, guest house rules, brochures, post
card, scribing pad, guest stationery, and ball point pens.
Im putting the missing items in it. Even on the dressing-table,
I put the hotel menu and guide book for the guests. In the
drawer, there are a Bible and a book of Lord Buddha
Preaching. In the wardrobe. You will see the coat hangers,
shoeshine cleaning and laundry lists.
I will wipe the dust from the venetian blind, curtains, radiator,
television set, air conditioner, easy chair, reading lamps,
telephone, mirrors and the chair in the corridor.
Very good. Look in the mini bar, we always have some kinds
of snacks for the guest. The refrigerator contains purified water,
Spirits and soft drinks with tumblers, ice-cubes, napkins, a
water jug or a carafe and the last thing is the price list.
When we finish checking the supplies, I will change the bed,
and vacuum the rugs and draperies, supply stationery, change
flowers when they are witted, check light bulbs, television set
and hairs dries, clean the ashtrays and sweep the floor. We must
also have and eye for details.

104

Maid I

I have been trained to clean all types of room: single room,


double room. twin room, studio room, penthouse suite, junior
and presidential suites, duplex suite, double suite adjoining
room and connecting room, exhibition room or display room,
cabana and triple room.
Maid II
:
Well, you must be an expert in cleaning.
Maid I
:
Thank you, Im sure I will be.
(Adapted from: Technical English for House Keeping. By Pongthai, K. 1993:p.10-11)
Activity 1
List the objects and accessories from the above conversation and write the meaning in your
language for them. Which would you find in the following places?
1. Bed room
2. Bathroom
3. Closet & wardrobe
4. Writing table
5. Mini bar
6. Corridor

Language Focus
The four patterns of sentences;
1.
There is. There are ..
Expression: There is no toilet paper in the bathroom.
Response:
Sorry sir/madam. I will bring some up to you.
Expression
There are no coat hangers in the wardrobe.
Response:
Sorry sir / madam. I will bring some up to you.
Activity 2: Make sentences with there is, there are and practice speaking with your friends.
soap
shampoo
towels
sheets
telephone directory
bible
mini bar room service menu
stationary
sewing kit
2.

Expression:

The bed has not been made.

105

Response:

I am sorry about that.


I will send someone up to make it right away.
Expression: The sheets have not been changed.
Response:
I am sorry about that.
I will send someone up to change it right away.
3.
Expression: The bath needs cleaning.
The sheets need changing.
Response:
I am terrible sorry.
I will ask the chambermaid to come up and clean it at once.
I will ask the chambermaid to come up and change them at
once.
(Adapted from: International Hotel English. By Adamson, D. 1989. p.24-25)
Activity 3: Make sentences and practice speaking with your friends.
clean wash basin
vacuum carpet
replace light bulb
fix air-conditioner
clean- bath tube
replace- bed sheet
4.

Expression:
Response:
Expression:
Response:
Expression:
Response:

Have you replaced the broken ashtray?


Yes, I have already replaced it.
Have you cleaned the bathroom?
Yes, I have already cleaned it?
Have you fixed the air conditioner?
Not yet, but I am going to fix it right now.

Activity 4: Make sentences and practice speaking with your friends.


repair broken window
fix the television
clean the stained desk top
fill- the mini-bar
Activity 5: What will you say if
1. You want the maid to clean your room.
2. You want a new towel.
3. You spill food on the floor.

106

4. Your television set doesnt work.


5. Your toilet is dirty.
6. There isnt water from the tap.
7. You dont want anyone to disturb you.
8. You want your clothes ironed.
9. You want to send a fax.
10. You want to order for food from your room.

Working out
Describe methods you use to clean the following items.
- Thai silk arm chair
- Bathroom
- Toilet bowl
- Carpet floor
- Ceramic floor
- Wooden desk
- Plastic side lamp
- Cotton curtain

107

References
. Hotel English for Thais. .
: , 2003.
Adamson, Donald. International Hotel English. Cambridge: Prentice Hall, 1989.
Binham, P. et all. Hotel English: Communicating with the International Travelers.
New York: Pergamon Press Ltd, 1982.
Harding, Keith. Going International. Oxford: Oxford University Press, 1998.
Harding, Keith and Henderson, Paul. High Season: English for Hotel and Tourist Industry.
7th Ed. Oxford: Oxford University Press, 1999.
Pongthai, Kamolwon. Technical English Hotel Housekeeping. Bangkok: RIT, 1993.
Stott, Trish and Holt, Roger. First Class: English for Tourism. 8th Ed. Oxford: Oxford
University Press, 2000.
Utawanit, Kanitta. Communicative English for Hotel Personnel. 8th Ed. Bangkok:
Thammasat University Press, 1995.
Website
www.bamamapan.com
www.industrysearch.com
www.ritzmontreal.com

108

Unit 14
Maintenance and Engineering Staff
Lets start

www.bluevolt.com

- What kinds of problems do you need maintenance services?


- What are routines of maintenance staff?

Conversation
Maintenance Service
Situation 1
Housekeeping :
Caller
:
Housekeeping :
Caller
:
Housekeeping :
Situation 2
Engineer
:
Guest
Engineer
Guest
Engineer
Guest
Engineer

:
:
:
:
:
:

Housekeeping. May I help you?


Could you come up and have a look at the air conditioner?
Certainly sir. Could you tell me what the problem is like?
It has got smell like something burned inside and a bit of smoke
is out.
I will send the maintenance up right away.
Good morning. Im Somsak from engineer department.
Im here to fix T.V.
Can you come back later?
Certainly, sir. What time is convenient, sir?
How long does it take for fixing it?
This should take about fifteen minutes.
OK. Come back at 1 p.m. then.
Of course, sir. Thank you.

109

Situation 3
Engineer
:
Good morning.
Guest
:
May I help you?
Engineer
:
Im here from the Engineering Department.
Guest
:
May I see you identification?
Engineer
:
Certainly, madam. Here you are.
Guest
:
Thanks.
Engineer
:
Im here to fix the air-conditioner.
Guest
:
Oh, good. Come on in.
Engineer
:
Thank you, madam.
(Adapted from: Technical English for House Keeping. By Pongthai, K. 1993:p.27-28)
Activity 1: Think of problems in guests rooms and make a conversation with your friends
to solve those problems.

Language Focus
1. The expression used for engineer
- Good morning. My name is .. Im from Engineering Department.
- Im here to fix T.V. / air-conditioner/ telephone/ shower/ toilet .
- Here is my identification.
- Please tell me what happen.
- What happen when you turn it on?
- How often does it happen?
- Wheres the problem, madam?
- Whats the problem exactly?
- When did it start?
- Thats normal.
- Theres not a problem.
- Thats happens sometimes.
2. If you cannot solve the problem
- Im very sorry but we have to order for spare part supply.
- Im afraid I have to ask you to change the room.

110

- Since the problem is serious, would you please change the room?
- Ill inform front office for changing the room for you.
- We need more time to fix this. I think it would be better if you could change the
room.
- The front office will offer you the better room if its available.
(: Hotel English for Thais. .
2546. 44-46)
Activity 2: Give responses to the following expressions.
1. Can you come back later?
2. Who is it?
3. What do you want?
4. Are you here to fix T.V.?
5. May I see some I.D.?
6. Hello!
7. Are you here to clean the room?
8. Hang on a minute.
9. Can we in the room while youre fixing T.V.?
10. How long does it take for fixing the T.V.?

Listening
Listen and complete the dialogue.
Dialogue 1
Pierre
:
Hello, Mary. 1?
Mary
:
Pretty good, thanks. How about you, Pierre?
Pierre
:
2.., thanks.
Dialogue 2
Tanaka
Ann
Tanaka

:
:
:

Morning, Ann. 1?
OK. Thanks. How are you today, Tanaka?
2., thanks?

111

Dialogue 3
Brad
Dolores
Brad

:
:
:

Dolores

Brad
Dolores

:
:

Brad

Excuse me. 1. Dolores Cotten?


Yes.
How are you? Im Brad Jordan from
Engineering department.2?
Im glad to meet you, too. Brad.
Thank you for 3.
Its a pleasure. What4?
Were going to hold the international conference
in the banquet room and we need to prepare the
facility for presentation.
Thats Okay. I can manage it right now.

Conversation
Leave Taking (Saying Goodbye)
Situation 1
Engineer
:
Good morning, Mr. Smith.
Smith
:
Good morning. How was your work?
Engineer
:
I hope its good. Thank you, sir.
Smith
:
Well, I have a meeting. I must go now. Goodbye.
Engineer
:
Goodbye, sir.
Situation 2
Fido
:
Hi, Dido. Hows everything?
Dido
:
Hi! Nothing special. Ive just finished my check list
for building 1.
Fido
:
Good! Ive got to go now. I have to go up to look at
the air-conditioner in room 12.
Dido
:
OK. Take care.
Fido
:
Thanks, you too.
Activity 3: Make conversations to greet, to introduce and to say goodbye, then
practice speaking with your friends.

112

Working Out
Make conversations with guests, suppose the guests room has problems with the following
equipments.
1. Air conditioner
2. Television
3. Mini-bar
4. Window
5. Shower tap
6. Basin tap
Etc

113

References
. Hotel English for Thais. .
: , 2003.
Adamson, Donald. International Hotel English. Cambridge: Prentice Hall, 1989.
Binham, P. et all. Hotel English: Communicating with the International Traveller.
New York: Pergamon Press Ltd, 1982.
Harding, Keith. Going International. Oxford: Oxford University Press, 1998.
Harding, Keith and Henderson, Paul. High Season: English for Hotel and Tourist Industry.
7th Ed. Oxford: Oxford University Press, 1999.
Pongthai, Kamolwon. Technical English Hotel Housekeeping. Bangkok: RIT, 1993.
Stott, Trish and Holt, Roger. First Class: English for Tourism. 8th Ed. Oxford: Oxford
University Press, 2000.
Utawanit, Kanitta. Communicative English for Hotel Personnel. 8th Ed. Bangkok:
Thammasat University Press, 1995.
Website
www.bluevolt.com

114

Module 5: At Your Service


Unit 15: Bellman and General Services
Unit 16: Tourism Information
Unit 17: Location, Direction and
Transportation
Unit 18: Spa and Massage

115

Unit 16
Bellman and General Services
Lets start

www.travel-watch.com
1. What are services that guests always need when they come to stay in the hotel?
2. What are events the hotel often provides to entertain and attracts guests?

Conversation
At Your Request Service (AYS)
Situation 1
Guest
Bell boy

:
:

Where can I park my car?


You can park your car in the car park behind the hotel. Its free,
or we have a lock-up underground car park. The entrance to that is
behind the hotel, too.

Guest

Bell boy

I dont have a car and Im not sure how I can get to the airport
tomorrow morning.
Theres no problem about transport to the airport. We have a
courtesy coach to the airport that leaves every half-hour. It only takes
ten minutes to get there.

:
:

Is there a laundry service in the hotel?


Yes sir. Just leave your laundry bag behind the door with a

Situation 2

Situation 3
Guest
Clerk

116

laundry slip in it before nine oclock. Your laundry will be collected


and returned to you by six oclock in the evening.
Situation 4
Guest

I wont back in the hotel till after midnight, tonight. Will it be


possible to get something to eat in my room?
Clerk
:
Certainly. Madam. Just dial 123 from your room and tell room
service what youd like. Hot and cold snacks are available at anytime of
the day or night.
(Adapted from: Communicative English for Hotel Personnel. By Utawanit, K. 1995. p. 150-151)

Listening
Listen to the conversation and answer the question.
1. Can the guest send the fax in this hotel?
2. What should the guest do in order to get the fax sent?
3. How much is the charge?
Activity 1: Make replies to enquiries below.
Enquiry 1
:
Would it be possible for me to get my car washed here?
Enquiry 2
:
Have you got any information about the concert in the hotel this
week?
Enquiry 3
:
Is there anywhere we can buy some souvenirs?
Enquiry 4
:
Wed like to try Thai food, could you recommend a good
restaurant?
Enquiry 5
:
Is it possible to book for a ticket of Cabaret Show from the
hotel?
Enquiry 6
:
Can you tell me what time most shops close here? Id like to
know the time I could go out for shopping.

117

Language Focus
1. Way to Express & Accept Thanks
Expressing Thanks
Accepting Thanks
Thanks/ Thanks a lot
Youre welcome.
Thank you.
Youre quite welcome.
Thank you very much.
Dont mention it.
Many thanks.
Not at all.
Thank you for your kindness.
No problem.
Thank you for your trouble.
My pleasure.
I appreciate your kindness.
Its my pleasure.
Im very grateful to you.
Its really nothing.
Thats very kind of you.
Its my pleasure to help you.
2. Way to recommend or advice people
May I recommend ..
May I suggest
You should .
I think you should ..
Problem: The guest has got headache.
- May I recommend you to go to the health club. Our doctor is there to help you.
Problem: The guest wants to buy some souvenirs.
- May I suggest the hotel plaza. There are a lot of interesting souvenir shops there.
Problem: The guest wants to walk around for sight seeing.
- I think you should bike around. We have a bike for guest to use for gathering around the hotel
and along the beach.
3. Expression for a doorman
- Good morning /afternoon / evening
- Welcome to Beach Paradise Hotel
- Were happy to have you with us.
- How many bags, sir / madam?
- Are these all of your luggage, sir /madam?
- Where would you like to go, sir / madam?
- Here is a map of the city to help you.

118

- Let me draw a map for you.


- Its within walking distance.
- Its five-minute walk.
- Its too far to walk.
- It takes fifteen minutes by taxi.
- It takes one and a half hours by bus.
- Shall I call a taxi for you, sir / madam?
- It should cost up to one hundred baht.
- Goodbye, sir / madam. I hope you have a pleasant trip.
- Happy journey, sir / madam.
- I hope you enjoy staying with us.
- Itll be a pleasure to have you with us again.
4. Expression for a bellman or a porter
- May I take you baggage, sir / madam?
- Is that your bag, sir / madam?
- Is that all, sir / madam?
- This way, please, Mr. Smith. Your room is on the ninth floor.
- To your right, please.
- To your left, please.
- This is your room, Mr. Smith.
- The light switches are here.
- The switches on the bedside table are for television, radio and bedside lamps.
- The remote control for television is here.
- We offer 15 channels include local channels and international channels.
- This is the bathroom and here is the light switch.
- If you want the air-conditioning, just turn this knob.
- There are hangers in the closet here.
- Would you like me to hang up your suit, sir?
- If you use the electric razor, the plug is here.
- The electricity is 220 volts, not 110. Do you have a transformer?
- Please call room service if you would like to have some food in your room.
- If I can be of any service, please call the Bell Captain.
- I shall be glad to serve you.

119

- Thank you, sir. I hope I can serve you again.


(: Hotel English for Thais. .
2546. 44-46)

Listening
Listen to the expressions and complete sentences.
1. Is this your first to Thailand?
2. Have you been .. before?
3. to our hotel.
4. We are to have you with us.
5. I hope you enjoy . with us.
6. There is a on the dresser.
7. The bible is in the .
8. Please the door when you leave the room.
9. Would you like me to a taxi?
10. Let me give the directions.
11. I will . in Thai for a taxi.
12. May I bring you an ..? It is raining outside.

Conversation
Making a recommendation
Situation 1
Customer
:
Im thinking about buying a new watch. Can you recommend the
shop?
AYS
:
Certainly, sir. The King Power buy shop around the corner is very
reliable. They sell many brand names watch with guarantee.
Customer
:
Is it more expensive?
AYS
:
Not at all, sir. The price is reasonable. We are happy to buy things
at this shop. You can ask for a new promotion discount. Just stop
there and have a look.
Customer
:
Okay. Thanks for your suggestion. I appreciate it.
AYS
:
Its my pleasure. Have a nice day!

120

Situation 2
Customer
AYS
Customer
AYS

:
:
:
:

Customer
AYS

:
:

Excuse me. Could you tell me the fastest way to Siam Center?
You can go that way. Its the nearest.
Is it too far to walk?
No, its just five-minute walk. Just turn left in front of the hotel,
Walk along for two blocks, cross the pedestrian bridge. And it is
just around the corner.
Thanks a lot.
Youre welcome.

Activity 2: Make conversation to offer help for guests in different situation. Role-play your
conversations to the class.

Working out
What else can you make your guests feel more comfortable and more satisfied while they are
staying in the hotel?
1. Try to recommend guests to buy some souvenirs of your local products.
2. Help your guests to buy a train tickets from Bangkok to Chiang Mai. Ask information
from the railway stations clerk for your guest.
3. Show the guests of facilities in your hotel.

121

References
. Hotel English for Thais. .
: , 2003.
Adamson, Donald. International Hotel English. Cambridge: Prentice Hall, 1989.
Binham, P. et all. Hotel English: Communicating with the International Travelers.
New York: Pergamon Press Ltd, 1982.
Harding, Keith. Going International. Oxford: Oxford University Press, 1998.
Harding, Keith and Henderson, Paul. High Season: English for Hotel and Tourist Industry.
7th Ed. Oxford: Oxford University Press, 1999.
Pongthai, Kamolwon. Technical English Hotel Housekeeping. Bangkok: RIT, 1993.
Stott, Trish and Holt, Roger. First Class: English for Tourism. 8th Ed. Oxford: Oxford
University Press, 2000.
Utawanit, Kanitta. Communicative English for Hotel Personnel. 8th Ed. Bangkok:
Thammasat University Press, 1995.
Website
www.travel-watch.com

122

Unit 17
Tourism Information
Lets start
1. What are tourist attractions in you nearby areas which attract most of tourists?
2. What are attractions in Thailand which attract tourists to visit?

Reading
Pattaya
Pattaya is 147 kilometers southeast of Bangkok and faces the Gulf of Thailand.
Pattaya is Asias premier beach resort and caters with equal appeal to families, couples and single
visitors. Pattayas relaxing tropical ambience is synonymous with every ingredient for memorable
holidays.
Accommodation ranges from luxuriously appointed hotels with superb convention
facilities to simple guesthouses. Sporting opportunities abound both of land and water, and
include some of the finest golfing, game fishing, and scuba diving anywhere in Asia
Theme and amusement parks, offbeat museums and lush botanical gardens offer
numerous forms of leisure activity and cultural entertainment for all family members.
At night, Pattaya offers all the allure and magic of a truly vibrant nightlife with a
spectacular variety of restaurant, nightclubs, bars, discotheques, cocktail lounges, and cabaret
show. Pattaya can be brash, bold, beautiful, and bucolic, and offers everything to everyone!
(Taken from: Brochure of Pattaya. Pattaya Municipality. 2003)
Activity 1: Answer the questions
1. What is Pattaya famous for?
2. What can you do when you visit Pattaya?
3. What are the entertainments during the nighttime?
4. What are accommodations like in Pattaya?
5. Do you like Pattaya? Why do you like or dont you like it?

123

Reading
Sukhothai
The province covers 6,596 sq. km. and is above all noted as the centre of the old Thai
kingdom of Sukhothai, with major historical remains at Sukhothai and Si Satchanalai. Its main
natural attraction is Khao Luang Mountain Park. The provincial capital, sometimes called New
Sukhothai, is a small town lying on the Yom River whose main business is serving the tourists
who visit the nearby Sukhothai historical park.
Old Sukhothai
Founded in the 13th century, Sukhothai was the first truly independent Thai
Kingdom, and it enjoyed a golden age under the great King Ramkhamhaeng. Abandoned and
overgrown for many centuries, the superb temples and monuments of this splendid city have been
lovingly restored in Sukhothai Historical Park, a UNESCO World Heritage Site. A must-see for
all travelers, Sukhothai is one of the most important historical sited in Southeast Asia.
(Taken from: Brochure of Sukhothai Province. Tourism Authority of Thailand. 2002)
Activity 2: Answer the questions
1. Whats the history of Sukhothai?
2. Where should tourists visit in Sukhothai?
3. For what reason Sukhothai is separated into New and Old Sukhothai?
4. What are differences of Pattaya and Sukhothai?
5. Which on do you prefer to visit Pattaya or Sukhothai?

Listening
Listen to the passage and then complete the following sentences about Samui.
1. Koh Samui is the .largest island in the country.
2. Samui covers the area of . sq.km. with the roading pave around the
island to the length of kilometers.
3. The of Samui can be measured by the busy flights from Bangkok
Airways which is over per day.

124

4. You can overview trees colonnade along the runway and a Thai
style airport which of the first glance you may think its a resort.
5. There are several . beaches around the island.
6. Several . are waiting; snorkeling, kayaking, sailing, ,
water skiing, or renting the boat to watch .
7. At night, the beach will be full of , bars and restaurants which make
Samui such a island..

Reading
Precautions for travelers
Weve all heard of dreadful stories about fraud committed by using the persons
name, address or credit. Here is some information to limit the detrimental effect in case that this
happens to you or someone you know. There are countless safety precautions that we had been
taught and still follow. They may be helpful in reducing and individuals risk of being the victim
and in avoiding victimization. Many of these tips below seem like a common sense; you may
already do most of these things. You can use them as a reminder or they may include ideas that
you havent yet thought of. Safety precautions are not a guarantee that you will not be victimized.
You cant always protect yourself from a crime. It is important to remember that you are not to be
blamed for the crime that was committed against you.
Theft of a purse/wallet
- Never leave your purse or wallet unattended.
- Make copies of all your credit card and identification and keep these copies in safe place
(not in the wallet).
- Remember your credit card and ATMs pin numbers. Never leave them with cards.
- If you dont need purse or wallet when you go out, leave it at home.
- Carry some money in other pockets.
- Put your wallet in front pants pocket or always keep a firm grasp of your wallet.
- If your wallet is stolen, immediately cancel your credit card and contact the local police.
- When using ATM machine, be aware of your surrounding.
- Avoid carrying large sums of money with you.
- For person carrying shoulder-strap handbags, wear the strap across your chest rather than
over your shoulder. It will be more difficult for someone to snatch your handbag.

125

- Dont walk alone in the dark place, especially for girls and women.
Since Thailand is a land of smile, people here arent going to be heartless. Now lets
see how you can handle it. After trying to communicate, using the body language and much more,
and no one understand, you have to look for a police around there. If you cant find one, try to
communicate to people in the uniform such as college students and the blue collars. Or the last
way out, search for some coins, head to the proper phone booth and call 1155 (Tourist Help &
Care Center). They will proudly help you get through your bad day; lost stuff be tricked, or
anything else according to their slogan Welcome the Tourists as a Cousin.
Tips for Trip
- Remember these numbers: 1699 Tourist Police, 1155 Tourist Help & Care Center, and
1672 Tourist Information.
- After get into the taxi, check the meter, drivers information, and car registration first.
- When you need some help to fix the serious official problems, think of the embassy.
(Taken from: Bangkok Post: Lifestyle Guru Entertainment, Agrongchai, P., 2005. p.8)
Activity 3: From the above extract, discuss with your friend of what should be consider
when you go abroad as a tourist.

Listening
Listen to the passage and answer the questions.
1. For what reason was Sapan Put built?
2. What activities happen at Sapan Put by day and by night?
3. What should you buy at Sapan Put night market?
4. What day is Sapan Put night market closed?
5. Why the body painting by henna is recommended?
6. What is used to do nail-painting at Sapan Put?

Working Out
Search for more information of tourists attractions and present to the class about those places.

126

References
, . . .
:, 2523.
, . 7. :
, 2553.
Adamson, Donald. International Hotel English. Cambridge: Prentice Hall, 1989.
Agrongchai, P. Bangkok Post: Lifestyle Guru Entertainment. 2005.
Binham, P. et all. Hotel English: Communicating with the International Traveller.
New York: Pergamon Press Ltd, 1982.
Brochure of Pattaya. Pattaya Municipality. 2003.
Brochure of Sukhothai Province. Tourism Authority of Thailand. 2002.
Clemens, J. and Crawford, J. (Edited). Word Will Travel. Canberra: ELS Pty Ltd., 1994.
Harding, Keith. Going International. Oxford: Oxford University Press, 1998.
Harding, Keith and Henderson, Paul. High Season: English for Hotel and Tourist Industry.
7th Ed. Oxford: Oxford University Press, 1999.
Stott, Trish and Holt, Roger. First Class: English for Tourism. 8th Ed. Oxford: Oxford
University Press, 2000.
Utawanit, Kanitta. Communicative English for Tourism. 6th Ed. Bangkok:
Thammasat University Press, 1992.

127

Unit 18
Location, Direction and Transportation
Lets start
1. When you have problems finding right places, what do you do?
2. How do you pick up the person to ask for direction?

Reading
How to get there: Asking the way.
One of the services that a good hotel staff will offer is to help guests to find various
places and services outside the hotel itself.
A member of the hotel staff is standing on the steps outside the hotel and giving
directions. You can use the map to direct the places for your guests or travelers.

Conversation
Finding Places
Situation 1
Guest
Hotel Staff

:
:

Excuse me, could you tell me the way to the railway station, Please?
Yes. Go straight down this street here, turn left. And you will
see it on your left hand side.

:
:

Im looking for the Catholic Church, can you help me?


You go along this street here, turn sharp right and its about 200
yards along on the other side of the road. You cant miss it.

:
:

Can you tell me where the nearest travel agency is please?


Yes. Go straight down this street here, turn right into Srithai

Situation 2
Guest
Hotel Staff
Situation 3
Guest
Hotel Staff

128

Street. Go straight along until you come to Piman Street and its straight
in front of you, opposite the chemists on the corner.
Situation 4
Guest
Hotel Staff

:
:

How can I get to the post office?


Well, go up this street, turn left into Church Chill Street and go
it on straight along until you come to Union Street and youll find the
corner. Its a big yellow building.

Guest

Hotel Staff

I would like to change some travelers cheques. Can you tell me


where the nearest bank or currency exchange box is, please?
Well, theres bank on the corner opposite the railway station.
First turn left, and then turn left again. The entrance is in crown
street.

Situation 5

Listening
Listen to the conversation and complete the dialogues.
dialogue 1
Guest
Hotel Staff

:
:

Where do they sell 1.. and corkscrews?


Your best bet is Beals department store on the 2. opposite
the post office. First left. 3 the road and its right in front of
you.

:
:

Is there an all-night chemists in the 1?


Well, there is a chemists on the corner of Union Street and
George Street, but I dont know if its 2. after
3

dialogue 2
Guest
Hotel Staff

129

Language Focus
Could you tell me

where.is?
the way to?
where can I find a..?
Is there a..nearby?
Its about aminutes walk.
Your best bet is to
Carry straight on until you seeand
Then
Youll find it on your left /on your right /opposite /on the corner.
Questions to ask for location and direction
1. Can you tell me the way to the bus stop?
2. Can you direct me to the cinema please?
3. Im looking for the post office. Can you help me please?
4. How can I get to the railway station?
5. Could you tell me where the shopping center is?
Activity 1: From the given map, practice to ask directions of the following places:

( Taken from: New Person to Person: Book 1. by Richards, J C. 1995. p.29)


You are at the park:

To Post Office, Park, Bank, Museum, Bakery,

130

Activity 2: Look at the map Cha Am in Petchburi and answer the following questions.
Imagine you are standing at the Railway Station:
Excuse me, can you tell me the way to
1. The post office
2. Hospital
3. Tourism Authority of Thailand
4. Bus Station to Bangkok
..

(Source: Cha Am map brochure. Cha Am, Petchburi Municipality. 2003)

131

Traveling by sea
The following are frequent questions asked by the travelers when they travel by sea.
1. Are there any direct sailings from Surattani to Tao Island?
2. When does the boat leave?
3. What type of boat to Tao Island?
4. Where can I make a reservation for the boat?
5. How long does it take from Surattani to Tao Island?
6. What are the cabins like?

(Source: Guide book of Koh Tao. Surattani Municipality. 2002)

132

Conversation
Telling Direction from the Hotel
Information Clerk
Guest

:
:

Information Clerk

Guest
Information Clerk

:
:

Guest
Information Clerk

:
:

May I help you?


Id like to go to the Pala-U- Waterfal. Can you tell me best
way to get there?
Its quite far from here about 50 kilometers. Would you
like to try the local bus.
Thats a good idea.
The bus station is opposite the Hua Hin fresh market. It leaves
every half an hour. Its a six-wheel bus with green and white
color. The fare is only 30 baht to the waterfall.
Thank you very much.
Youre welcome.

Activity 3:
Suppose you are the hotel staff. Help the guest with their enquires. Make your own
dialogue.
1. The guest want to do some shopping (suggest the place)
2. The guest wants to do diving.
3. The guest wants to watch Thai way of life (sight seeing).
4. The guest wants to go to the cinema.
5. The guest wants to dine out.

Working out
Find the map of your town, make a conversation to direct the guests to places around there. You
can start at hotels, railway station or bus station if you like.

133

References
Adamson, Donald. International Hotel English. Cambridge: Prentice Hall, 1989.
Binham, P. et all. Hotel English: Communicating with the International Traveller.
New York: Pergamon Press Ltd, 1982.
Harding, Keith. Going International. Oxford: Oxford University Press, 1998.
Harding, Keith and Henderson, Paul. High Season: English for Hotel and Tourist Industry.
7th Ed. Oxford: Oxford University Press, 1999.
Stott, Trish and Holt, Roger. First Class: English for Tourism. 8th Ed. Oxford: Oxford
University Press, 2000.
Utawanit, Kanitta. Communicative English for Hotel Personnel. 8th Ed. Bangkok:
Thammasat University Press, 1995.
Hua Hin Municipality. Brochure of Hua Hin. 2003.
Cha Am Municipality. Brochure of Cha Am, Petchburi. 2002.
Surattani Municipality. Guide book of Koh Tao. 2002.

134

Unit 18
Spa and Massage
Lets start

Layana Resort, Krabi


Sugar Spa
- Have you ever tried spa and massage?
- How do you like spa and massage?
- Discuss with your friends about the services in spa.

Reading
Thailand: Excellent Health Destination of Asia
Medical Care
Dental Care
Thai Herbs
Spa
Thai Massage
Thai Culinary
Thai Herbal Products
The ancient herbal healing traditions have deep roots in Thai culture. The herbal heat
compress. Thai herbal steam and Thai massage are derived from folk medicine and ancient
midwifery techniques. Today, natural products and aromatherapy are respected and widely
practiced as one of the most popular complementary therapies, aromatherapy takes a holistic
approach to healing by considering the whole person and treating both the physical and emotional
symptoms. In addition there are many problems about the synthetic drug such as its side effects
and toxicity. Therefore, it is a good opportunity for Thailand to promote the high qualities of
herbal products to use as the alternative medicines for the world market. Thai herbs can be used
as functional foods and herbal drinks. The use of pure essential oil from medicinal plants and
flowers for massages, inhale and steam bath offer a natural approach to enhance health and well
being. The refreshing element comes from herbal balance, for example; sweet basil leave used for

135

refreshing, lemon oil used for refreshing and stimulating, lemongrass oil used for eases
indigestion and refreshing. The smell of jasmine flower contains ingredients that can relax the
central nervous system and instantly improve spirits. The refreshing herbal drinks are full of
remedial qualities for various illnesses.
(Adapted from: Travel Guidebook of Chiang Mai Tourism Authority Center. 2003)
Activity 1: Answer the questions
1. How can you use Thai herbs to enhance your better health?
2. How can you describe the use of Thai herbs to the foreigners?
3. List of the adjectives used to describe nouns from the passage.

Language Focus
The expression used in spa and massage services
- Sawasdee Ka/Krap. Welcome to
- How may I help you?
- Could I have your name, please?
- May I have your room number?
- Which types of massage would you like?
- Would you like the foot massage?
- It takes 50 minutes for foot massage?
- Please come this way.
- May I clean you feet?
- Would you lei down and relax, madam?
- Would you mind changing the clothes?
- Please close your eyes during a facial message?
- Please inhale the essential oils and choose one you like most?
- Would you like sport massage or light massage?
- I hope you enjoy the massage?
- Have a nice day! Thank you for using our service.

136

Listening
Listen to the expression and describe the meaning of each expression.
1. .
2. .
3. ..
4. ..
5. ..

Reading
The spa house
Body Scrub
Thai Coffee & Honey
This is body scrub treatment emphasizing on body flowing system. Coffee powder helps
eliminate toxic substances. Look naturally younger combining with fresh milk and honey.
60 minutes 1,560 baht.
Natural Honey & Salt
This is body to get rid of perishable skin cells, stimulate continuously of blood flowing system.
Look radiant and younger when mixing with fresh milk and honey. After scrub treatment.
Nourish skin with moisturizer.
60 minutes 1,560 baht
Tamarind Body Polish
Useful of high vitamin C in Tamarind is to help skin brightening. Honey is not only absorbed of
vitamin C from Tamarind to skin but also pore better than water, and so keep skin delicate and
fresh. After a scrub treatment take care skin with moisturizer.
60 minutes 1,560 baht.
Foot Reflexology
Foot reflexology is not only a pressure point massage applied to zone on the feet to stimulate the
body but also own healing and balancing process. It can relief pain, reduce stress and improve
circulation.
50 minutes 780 baht

137

Body Massage
Traditional Thai Massage
Traditional Thai Massage is Thai style massage concentrates on the body which is pressure points
and includes stretching to stimulate blood circulation and muscle tension.
90 minutes 1,200 baht
Aromatherapy
Aromatherapy is a therapeutic treatment using essential oils and massage. Through unique
character, small and healing properties, the oils have a psychological as well as a physical effect.
It relaxes both mind and body. It can result in increased vitality improved skin and circulation, as
well as a stronger immune system and general feeling of well being. As a regular treatment,
aromatherapy can keep the body relaxed, balanced and in harmony.
80 minutes 2,000 baht
(Taken from: Purimantra Resort and Spa. Brochure. 2005)
Activity 2: Answer the following questions.
1. How many types of the facial scrubs are there? How are they different?
2. What will happen with your skin after the body scrub?
3. What are advantages of foot reflexology?
4. Why does the traditional Thai massage become popular today?
5. How does aromatherapy help your health?

Working out
Read the following messages then discuss about the characteristics of each spa.
What types of spa do we have in Thailand?
Types of Trendy Spa
Resort and Hotel Spa
When looking for a spa to enhance your vacation experience, Resort & Hotel Spas are a smart
pick, offering a wide variety of recreational activities such as golf, tennis, horseback riding,
skiing, and water sports, and renewing spa experiences. Children's programs may also be
accessible and in the evening, guests can generally enjoy resort pastimes such as dancing and live
entertainment. Both traditional cuisine and healthful spa fare may be on the menu, and alcohol is

138

available. Spa treatments and services serve as a complement to a hotel stay or vacation activities
at a resort.
Destination Spa
At the heart of the destination spa experience you'll find structured, personalized programs, and a
community of like-minded people. Guests come for the blend of wellness education, physical
fitness, healthful cuisine, and relaxing spa services. These spas offer all-inclusive options where
overnight accommodations, classes, meals, and even some spa treatments are included. Consider
it a kick-start to a healthier life.
Destination Spa Group was established in l997 with the common aim of encouraging healthier
lifestyles. Learn more about DSG and member spas.

To us, connoisseurship stands for scarcity, authenticity, and pedigree. Only truly extraordinary
spas are invited to be listed as a Connoisseur Spa. At these spas you will find unusual, trendsetting programs and facilities, an opportunity for physical, mental or spiritual renewal, and
excellence in staff knowledge and attentiveness. A member of our staff visits each property to
attest that the title Connoisseur Spa is richly deserved.

There is no simpler way to treat yourself than a visit to a day spa. Soothing massages, beautifying
facials, and rejuvenating body wraps are just a few of the heavenly spa treatments that provide a
healing break from your everyday routine. But day spas offer even more than top-notch services.
In a world increasingly cluttered with noise and stress, day spas provide a space of calm (no cell
phones allowed!) where men and women can fulfill their need for tranquility. Calming spa music,
aromatherapy candles, and relaxation areas are among the many features that Spafinder.com's day
spas use to further health and relaxation.

139

Most mobile spas can cater their services to the needs of your group and are happy to supply
treatments for a wide range of occasions. Discounts and special packages may be available for
Sweet Sixteen, corporate gatherings, and bridal parties. If you cant find the time in your
crammed schedule for an individual or group spa excursion, mobile spas will bring the pampering
to you!

Some medical spas focus on aesthetics, offering day spa services alongside medically supervised
cosmetic procedures, such as acne laser therapy, photo facials, or Boot injections. Others feature
treatments that are formulated according to complementary and alternative principles, e.g.,
Ayurvedic medicine, an ancient Indian healing philosophy. Still others provide clients with
numerous methods of preventing illness and addressing chronic ailments like diabetes and
obesity. Some are even in hospital settings.

Dental spas often feature spa-inspired twists on traditional dental equipment, such as massagecapable dental chairs and new, less painful ways of delivering anesthesia. Also, many dental spas
offer patient-friendly options--like a selection of soothing music and portable DVD players and
televisionsto make the experience less stressful.

Imagine......not just taking a spa vacation but having the opportunity to actually buy real estate in
a residential spa community. At one time golfing communities were the trend, but now real estate
developers are adding spas as more and more people are pursuing health, beauty, and wellness.
The choices are plentifulfull ownership, fractional ownership, residence clubs, and condo hotel
resorts. The properties below allow you to take advantage of living or investing in a healthy
lifestyle community.
(www.spafinder.com , January 12, 2005)

140

References
, . . .
:, 2523.
, . 7. :
, 2553.
Adamson, Donald. International Hotel English. Cambridge: Prentice Hall, 1989.
Binham, P. et all. Hotel English: Communicating with the International Traveller.
New York: Pergamon Press Ltd, 1982.
Harding, Keith. Going International. Oxford: Oxford University Press, 1998.
Harding, Keith and Henderson, Paul. High Season: English for Hotel and Tourist Industry.
7th Ed. Oxford: Oxford University Press, 1999.
Purimantra Resort and Spa. Brochure. 2005.
Stott, Trish and Holt, Roger. First Class: English for Tourism. 8th Ed. Oxford: Oxford
University Press, 2000.
Travel Guidebook of Chiang Mai Tourism Authority Center. 2003.
Utawanit, Kanitta. Communicative English for Hotel Personnel. 8th Ed. Bangkok:
Thammasat University Press, 1995.
Website
Layana Resort, Krabi from: www.krabi.info
Sugar spa from: www.gmwebsite.com
www.spafinder.com

141

Module 6: Dealing with Complaint


Unit 19: Dealing with Guests Complaint
Unit 20: Dealing with guests request

142

Unit 19
Dealing with Guests Complaint
Lets start

www.ehssc.org

How can you response to the guests complaints and make their
feeling better in the same time?

Conversation
Giving Responses to Guests Complaints
Situation 1
Operator
:
Operator, How may I help you?
Guest
:
Im calling from room 505. Ive been waiting for someone to fix
the air conditioner for nearly an hour and the weather is very
warm in the room.
Operator
:
Im very sorry to hear that. Ill have a look what happens and
will call you back right away.
..
Operator
:
Sorry to keep you waiting. We have a shortage of staff in
Maintenance today, but one of the staff is on his way to your
room. Sorry about the delay again.
.
Engineer
:
May I come in, please?
Guest
:
Are you here to fix the air conditioner?
Engineer
:
Yes, sir. My name is Manut. Im sorry to keep you waiting.
Guest
:
The air conditioner blows the hot wind and it makes really
loud noise.

143

Engineer

Guest
Situation 2
Guest
Reception
Guest

All right sir. It may take about 15 minutes to fix. Its going to
Cool down and quieter after I have finish.
Okay.

:
:
:

Excuse me. I have a problem with my room.


May I ask what the problem is, maam?
I have booked for a non-smoking room but my room smells of
smoke all round.
Reception
:
Im very sorry to hear that.
Guest
:
Can I change the room?
Reception
:
Just a moment, maam. I have to check the availability.
..
Im sorry but we dont have any room left for tonight but we can
change the room for you tomorrow.
Guest
:
But the room has terrible smell.
Reception
:
Ill see whether the house-keeping can do anything for you. And I
wont charge you for you room tonight.
Guest
:
Okay. Thank you.
(: Hotel English for Thai. .
2003. 67-68)

Language Focus
Handling Problems and Complaints in a Restaurant or Room Service
Asking the guest if there is a problem
Excuse me, but is something the matter?
Is there a problem, (sir)?
Apologizing
Im so sorry (about this).
Im terribly sorry (about this).
Please accept (our/my) apologies.
Taking action: about the food
Shall I bring you another one?

144

Ill bring you another one right away.


Ill change it right away
Would you like your () cooked a little more?
Would you like to order something else instead?
Ill speak to the chef, and see what we can do.
Ill have the kitchen prepare another one. Would you like
some () while you are waiting?
About the service
Ill attend to it right away.
Ill look into the matter at once.
One moment, please, and Ill see what I can do.
Ill see about your order right away.
Excuse me, (sir). It will be about another (10) minutes.
Your food will be ready in about (5) minutes. (Apologize if there has been a delay.)
Thank you for your patience.
Im afraid (name of dish) takes quite a while to prepare.
Just a moment, please. Let me bring you my Supervisor.
About the air conditioning
Ill turn the air conditioning (down / up / off).
May I move you to a warmer place?
About the table
Im afraid all the tables (near the window / in the
Non smoking area) are taken. Ill let you know as soon as one is free.
Im sorry, but the restaurant is very full at the moment.
This is the only table I can offer you.
Accidents and spillages
Let me help you, (name).
Allow me.
Ill fetch you a (towel / some water).
I do apologize for the accident, (name)
May I have it dry cleaned for you?
May I replace the (name of dish)?
An Engineering problem in the guests room

145

I will report this to engineering right away.


Thank you for letting us know.
Handling Room Service Problems and Complaints
Dealing with complaints made to a Waiter
When an item is missing
- I am sorry, (name). Let me check the order. One moment, please.
- I will bring the (name of the item) Right away.
- I am very sorry, (name).
When the food is overcooked, burnt, tough, off, sour, bad or cold
- I am sorry, (name). I will change it right away.
- Please accept our apologies.
When the food is undercooked
- I am sorry. I will ask the kitchen to cook it a little longer.
- Please accept our apologies.
- I am sorry about the delay.
- Im sorry. Let me check the order
- Im very sorry. We have made a mistake.
- I will take it away and I will take it off your bill.
- Im sorry about the delay. I will take care about your order right now.
(Adapted from: Communicative English for Hotel Personnel. 8th Ed. Utawanit, K. 1995. p. 135137)

Conversation
Make it right!
Situation 1
Operator
:
Guest
:
Operator
:

Manager
Guest

:
:

Operator, May I help you?


This is Brian Smith room 1205. Can I speak to the manager?
Just a moment, sir. Im putting you through.
..
You are connecting.
Manut, general manager is speaking.
Mr. Manut, Brain Smith room 1205, I have some bad news for you.

146

Manager
Guest

:
:

Manager
Guest

:
:

Manager

Guest

Manager

Whats the news, Mr. Smith?


Its a rainy day, my wife and I was out while the boys
were staying in the hotel because they have got a cold.
Oh! Thats too bad. Its nothing serious, I hope.
Well! Its serious enough. The boys broke the window, a mirror
Above the dresser, and a lamp beside the bed. They were playing
Ball, I guess. Can you get a maintenance staff to fix them right
Away? I need someone to clean up the room, too. There is a lot
Of glass on the rug
Certainly, Mr. Smith, Ill inform the maintenance and the housekeeping right now. Thank you for calling.
Im very sorry. Ill pay for the damage, of course. Normally the
Boys behave quite well.
Dont worry, Mr. Smith. It wasnt your fault.

Listening
Listen to the complaint and answer the following questions.
1. What complaint does the guest make?
2. What are problems with the guest room?
3. What is the problem with the air conditioner?
4. How does the manager make an apology?
5. How does the manager solve the problem

Working Out
- Think about the problems and write down the solutions in step by step.
- Role-play the situations to the class.

147

References
. Hotel English for Thais. .
: , 2003.
Adamson, Donald. International Hotel English. Cambridge: Prentice Hall, 1989.
Binham, P. et all. Hotel English: Communicating with the International Travelers.
New York: Pergamon Press Ltd, 1982.
Eastwood, J. English for Travel. Oxford: Oxford University Press, 1980.
Hall, Eugene J. The Language of Tourism in English. New York: Regents Publishing
Company Inc., 1976.
Harding, Keith. Going International: English for Tourism. Oxford: Oxford University
Press, 1998.
Harding, Keith and Henderson, Paul. High Season: English for Hotel and Tourist Industry.
7th Ed. Oxford: Oxford University Press, 1999.
Keane, Leila. International Restaurant: English Communicating with the international
traveler. London: Prentice Hall International (UK) Ltd., 1990.
Kurse, Benedict and Kurse, Bettijune. English for the Travel Industry. New York:
McGrawHill, 1982.
Stott, Trish and Holt, Roger. First Class: English for Tourism. 8th Ed. Oxford: Oxford
University Press, 2000.
Utawanit, Kanitta. Communicative English for Hotel Personnel. 8th Ed. Bangkok:
Thammasat University Press, 1995.
Worsdall, Vivien. Special English for Tourism: Books 1. New York: Collier Macmillan
International, 1980.
Wrigley, Heide S. May I help you? Massachusette: Addison- Wisley Publishing Company,
1987.
Website
www.ehssc.org

148

Unit 20
Dealing with guests request
Lets start

1. Is it important to answer to the guests requests?


www.careervanity.com
2. If you cannot offer what guests ask for, how can you deny politely and make them feel
better in the same time?

Conversation
Situation 1
Receptionist
Guest
Receptionist
Guest
Receptionist
Guest
Receptionist

:
:
:
:
:
:
:

Guest
Receptionist
Situation 2
Guest
Receptionist
Guest

:
:

Receptionist

:
:
:

Welcome to Poo Tawan. May I help you?


Yes. Can I have a single room, please?
Have you got a reservation, sir?
Im afraid, I havent.
Im very sorry, but the hotel is fully booked for all the week.
Oh! Could you help recommend other hotel?
With pleasure. May I suggest Sailom Resort. It is not far from here
and it is very good hotel. Would you like me to call them for you?
Please. Thats very kind of you.
My pleasure, sir.
Excuse me. Could you change the room for me?
Whats the matter, madam?
I would like to change my room to sea view. My own room is in a
parking side. Can I get a clear picture of the sea scenery, please?
I understand. Ill check if the room in sea wing is available if you
just wait for a moment.

149

Guest
Receptionist
Situation 3
Guest
Room service
Guest

:
:

Thank you very much.


Youre welcome.

:
:
:

Room service
Guest
Room service
Guest
Room service

:
:
:
:
:

Can I get breakfast in my room?


Certainly, sir. Breakfast is served by room service from 8 to 10.
Could you please serve it a bit earlier? I have to take medicine early
in the morning and have a good rest.
What time would you like your breakfast, sir?
Id like it at 7. Is it possible?
Ill manage it for you. Could I take an order for it right now, please?
Id like Asian breakfast and orange juice. My room is 1520.
Very good, sir.

Activity 1: What happen in each conversation?

Language Focus
Dealing with guests request
Saying that you can provide something
- I will take care of the matter right away.
- I will bring one for you right away.
- I will change it for you right away.
Saying that you cannot provide something
- Im sorry but its against the hotels rules.
- May I suggest?
- Im very sorry. The is not available, sir.
- We can offer you instead.
- Would this be alright?
Offering service
- If you need any more, please tell ..
- Would you like any more
- Is there anything else I can do for you?

150

Saying that you are not sure, if you can provide something
- Im sorry. Im not sure. Ill find out right away.
- Please excuse me. Ill find out /ask someone right now.
Making permission to do something
- May I come into your room?
- May I leave you now?
- May I close the window? It is quite cold.
Activity 2
When your guests ask for the following things, some you can offer but some you cannot. From
the following topics, how the guest makes request and how you should reply to the guest.
1. To change the room but the hotel is fully booked.
2. To stay late after the check out time.
3. To call a taxi.
4. To give him a morning call.
5. To use a photocopier but the hotel doesnt allow.
6. To pay by personal cheque but the hotel doesnt accept.
7. The guest dont bring the passport but ask you to check in.
8. The guest has a long conversation with you and you have to get back to work.
9. To use the swimming pool in late night.
10. To bring his pet into the hotel but the hotel doesnt allow.

Listening
Listen to the expression and decide whether they are request, offer or permission.
1. .
2. .
3. ..
4. ..
5. ..
6. ..
7. .
8. .

151

9. .
10. .

Working out
1. Write down what guests always requests in the hotel.
2. Replies to the requests in item 1.

152

References
. Hotel English for Thais. .
: , 2003.
Adamson, Donald. International Hotel English. Cambridge: Prentice Hall, 1989.
Binham, P. et all. Hotel English: Communicating with the International Travelers.
New York: Pergamon Press Ltd, 1982.
Eastwood, J. English for Travel. Oxford: Oxford University Press, 1980.
Hall, Eugene J. The Language of Tourism in English. New York: Regents Publishing
Company Inc., 1976.
Harding, Keith. Going International: English for Tourism. Oxford: Oxford University
Press, 1998.
Harding, Keith and Henderson, Paul. High Season: English for Hotel and Tourist Industry.
7th Ed. Oxford: Oxford University Press, 1999.
Keane, Leila. International Restaurant: English Communicating with the international
traveler. London: Prentice Hall International (UK) Ltd., 1990.
Kurse, Benedict and Kurse, Bettijune. English for the Travel Industry. New York:
McGrawHill, 1982.
Stott, Trish and Holt, Roger. First Class: English for Tourism. 8th Ed. Oxford: Oxford
University Press, 2000.
Utawanit, Kanitta. Communicative English for Hotel Personnel. 8th Ed. Bangkok:
Thammasat University Press, 1995.
Worsdall, Vivien. Special English for Tourism: Books 1. New York: Collier Macmillan
International, 1980.
Wrigley, Heide S. May I help you? Massachusette: Addison- Wisley Publishing Company,
1987.
Website
www.careervanity.com

153

Module 7: Job Application in the hotel


Unit 21: Job Advertisement
Unit 22: Application Form, Letter
and Curriculum Vitae (CV)
Unit 23: Job Interview

154

Unit 21
Job Advertisement
Lets start
Discuss with your friends.
1. What kind of job do you want to get in the future?
2. Are you ready to apply for that job?
3. Where can you get information about job?
4. How can you apply for jobs?
5. What factors will help you to be successful in your application for a job?

Reading
Hilton
Phuket Arcadia Resort & Spa
Come join an industry leader! Hilton Phuket Arcadia Resort & Spa offers 685 guest rooms, 5
meeting rooms, 9 dinning outlets, and a spectacular 1,500 m2 Thai style spa all set amidst 75 lush
tropical acres. Renovated in 2004, this beachside resort offers a great opportunity for candidates
seeking growth opportunities in the hospitality industry.
- Financial Controller
- Assistant Financial Controller
Applicants must have at least 2 years experience in same/similar positions in the hospitality
industry.
- Senior Human Resource Coordinator
Recruiting experience and knowledge of labor laws are essential
- Restaurant Manager
Minimum of 1 years experience as a Restaurant Manager of Asst. Restaurant Manager.
- Executive Pastry Chef
Must have large volume pastry and baking experience
- Night Manager, Duty Manager, Front Office Shift Leader
Front office Fidelio experience and a demonstrated ability to lead are required.

155

- Guest Service Agent


Some experience in guest service is essential, ideally in a 5-star hotel environment.
- Event Service Manager
Experience is convention or catering sales and management is preferred
- Event Services Coordinator
Must have convention or catering coordination experience
Essential criteria for all position
- Good command of written and spoken English
- Computer literate with experience in hotel specific software
- Skills and experience gained in 5-star hotels is preferred
Qualified and interested applicants should email or fax their resume to the Director of Personnel
Development,
E-mail: Recruitment.Phuket@hilton.com or Fax. 076 370 695 by Wednesday 6 July, 2005
(Bangkok Post. Classified. March 19, 2005)
Activity 1: Answer the questions.
1. Which position is suited you?
2. Who is the advertiser?
3. What position do they require?
4. What qualification of the interested applicants in each advertisement?
5. How can you apply for the jobs?
6. Where can you apply for the jobs?

Language Focus
Parts of Job Advertisement
1. Advertiser
2. Position required
3. Qualification and Requirement
4. How to apply
5. Where to apply

156

Study the example


1. Advertiser
2. Position required
3. Qualification/ Requirement

4. How to apply
5. Where to apply

Anan (Thailand) Lt.d.


Executive Secretary
- Female / Thai National
- 5 years experience in secretarial work
- Bachelor degree in any field
- Fluent in written and spoken language
- Able to operate PC and computer program
Please write application letter with resume, a recent
photo and current/required salary to:
P.O. Box 108 Ladkrabang, BKK 10520

Reading
Hotel Professionals Required
After having successfully launched Park Plaza a Luxury Business Hotel, which is a part
of the world Renowned Carlson Hospitality group and has and average 80
% occupancy, Royal Palms presents yet another star-studded opportunity for individuals seeking
jobs in Mumbai, India.
The 5-star villa hotels that boast of an exclusive 18-holes golf course and comprising of
120 villas, each attached with a swimming pool, needs a dedicated team of experienced
professionals to deliver quality personalized and the ultimate hotel experience
Following positions are required;
- FRONT OFFICE MANAGER
- SPA MANAGER
- CHIEF MECHANICAL ENGINEER
- FINANCE CONTROLLER
- CONCIERGE
- EXECUTIVE HOUSEKEEPER
- COSMETIC SURGERY
- GOLF SUPERINTENDENT
- PRO GOLF

157

- EXECUTIVE INTERNATIONAL CHEF COOK


3-5 years of experience in related fields. For further details contact
Mr. Thanadej Thumyomacharoen
Post box no. 4384 c/o Bangkok Post BKK 10110
E- mail: Fairymex@trueclick.net
(Bangkok Post. Classified. March 19, 2005)
Activity 2: From the above advertisement, find the information of
1. Advertiser
2. Position required
3. Qualification and Requirement
4. How to apply
5. Where to apply

Reading
Study the jobs advertisement below.
Panda Hotels
The panda Hotels Club is a 500 bedroom holiday complex located on the beautiful island
of Ibiza/Spain.
Our guests come mostly from European Countries to spend their holidays with us,
enjoying the three swimming pools, self-service restaurant, bars, discotheque, sport facilities,
Grill-restaurant, etc
To assist the management in assuring the best of service, applications are requested for
the following important functions.
The successful candidates should have experience in large hotels or holiday complexes
and knowledge of English language and other European languages may be advantaged.
- Front office Manager
- Food & Beverage Manager
- Executive Housekeeper
- Chef de cuisine
- Restaurant Manager
- Bar Supervisor

158

- Entertainer
Applications with C.V. and photograph to be sent to
Mr. A.P. paulus.
General Manager
Apartado 149, San Antonio
Ibiza, Spain 6611
Tel. (161) 083460600 Fax: (161) 08 364 3907
E-mail WW.pendagroups@spn.com
Activity 3: From the above advertisement, find the information of
1. Advertiser
2. Position required
3. Qualification and Requirement
4. How to apply
5. Where to apply
And answer the questions.
1. Can the applicant apply in person?
2. Can the applicant without experience apply for these jobs?

Working out
Have a look at the classified page in Bangkok Post newspaper or other sources, choose the
suitable position to yourself and try to find out the 5 parts of the advertisement.

159

References
Adamson, Donald. International Hotel English. Cambridge: Prentice Hall, 1989.
Bangkok Post. Classified. (2 January 2005)
Bangkok Post. Classified. (19 March 2005)
Bangkok Post. Lifestyle Guru Entertainment. (March 2005)
Binham, P. et all. Hotel English: Communicating with the International Travelers.
New York: Pergamon Press Ltd, 1982.
Harding, Keith. Going International. Oxford: Oxford University Press, 1998.
Harding, Keith and Henderson, Paul. High Season: English for Hotel and Tourist Industry.
7th Ed. Oxford: Oxford University Press, 1999.
Hollett, Vicki. Business Objectives. New Ed. Oxford: Oxford University Press, 1996.
Parisuthiman, Sumtumn. Business Communication: A Functional Approach. Bangkok:
Thammasat University Press, 1996.
Rimkeeratikul, Sucharat. English for Work. Bangkok: Thammasat University Press,
1996.
Stott, Trish and Holt, Roger. First Class: English for Tourism. 8th Ed. Oxford: Oxford
University Press, 2000.
Utawanit, Kanitta. Communicative English for Hotel Personnel. 8th Ed. Bangkok:
Thammasat University Press, 1995.

160

Unit 22
Application Form, Letter and Curriculum Vitae
Lets start
Discuss what kinds of information you have to put into your application form and letter.

Language Focus
Application Form
Terms use in the application form
Personal data
Name / Surname / First name / Middle name / Last name / Family name
Age
Sex
Birth date / Date of birth
Place of birth
Nationality / Citizenship
Marital Status
Address: Current / Permanent / Mail / E-mail
Telephone / Fax number
Identification / I.D.
Issued on / Expire on
Issued at
Passport number
Driving license
Military service
Educational background
Name of school / City
Date attended from to
Subject / Major / Minor
Degree / Diploma /Certificate / high school
Training program
Special skill
Typing skill speed word per minute (wpm)

161

Foreign language
Award or scholarship
affiliation
Employment history

Computing skill / P.C.


Other office equipment
Poor /Fair / Good / Excellent /Fluent

Name of company
Nature of job / Position
Reason for leaving
Activity / hobby or interest
References
Signature
Example of term filled in application form
Sex
male / female
Marital status
single / married / separated / divorced / widowed
Education
high school / Certificate in Hospitality / Diploma in Hotel management /
Bachelor of Arts / Master of Business Administration /
Doctor of Philosophy
Military service
Exempted / Reserved / Will be recruited / type of discharge
(Adapted from: Business Communication: A Functional Approach. By Parisuthiman,
Sumtumnan. 1996. p. 98-99)

162

Activity 1: Practice filling in the application form


Hotel Ananda
Application Form
Position applied
1. 2.
Expected Minimum Salary

Personal Details
Name

Age .. Date of birth Place of birth


Height . Weight
Religion.
I.D. No. .Issued at
Expire on ..
Marital status
Military status
Spouses name Occupation ..No. of children
Present Address Tel.
Official Address Tel.
Education
Level
Name/address of institution
Period
Field of study
From to
Primary
Secondary
High School
Vocational/Technical
University
Others

163

Employment or Training (list present or last employment first)


Name/ Address of Employer
Position
Employment
Period
From - To

Salary

Reason for
Leaving

Language Proficiency
English
Excellent / Good / fair / poor
Other .. Excellent / Good / fair / poor
Special Ability
Typing
Thai .wpm English wpm
Computer
System ..
Software
Others

Hobby and Interest

Emergency Notification
Name Relationship
Address and telephone
Personal Reference
Name
Address / Telephone No.
Occupation

164

Have you ever had any serious illness from the last 2 years?
Yes / No
If yes, please describe
..
Do you have any physical handicap, chronic disease or disablement Yes / No
If yes, please describe
..
Have you ever been involved in or convicted of any criminal offence?
Yes / No
It yes, please outline the case
..
I certified that the foregoing statements and information given to me are true.
Signature
()
Application Date

165

Reading
Application Letter
Sabai Resort & Spa
12 Petchkasem Rd.
Nong Kae, Hua Hin
Thailand 77110
Mr.A.P. Paulas
General Manager
Apartado 149, San Antonio
Ibaza. Spain 6611
Dear sir,
I am writing in reply to your advertisement concerning the post of Restaurant Manager.
I have enclosed my Curriculum Vitae, together with a recommendation from my present
employer.
Your Faithfully
(signature)
Sompop Pandee
Enclosures: 2 (CV., reference)

166

Language Focus
1. Application letter
Part of a letter
a. Your personal address is at the top of the letter. This part is called the return address.
b. The date always goes under your address. It can be written in
12 August 2005
August 12, 2005
c. Inside address is the name or the position of the person you are writing to, with the
name of the company or institution and the address that you are sending the letter to
d. Salutation is the way you greet the person you are writing to. The usually ways of
writing a salutation are as follows
If you know the name of the person; Dear ..Mr. /Mrs. / Ms. / Miss ..Surname
If you dont know the name of person; Dear Sir/ Madam /Sir or Madam
Gentlemen:
Sir/s: or Sirs:
e. Content or body of the letter is the most important part of the letter.
f. Complimentary close has several forms, the most common of which in business are
Sincerely yours,
Yours sincerely,
g. Your signature goes under the complimentary close.
h. Below your signature should be your typed or printed name.
i. Enclosure is the part of the letter to show that the sender has sent something such as, a
resume, a photograph, etc together with the letter.
Letter of application
Opening
- I would like to apply for the post of . Advertised in ..
- I am writing concerning your advertisement in . For .
- I am answering your advertisement for the post of ..which appeared in
.
- I am writing to ask if you might have a vacancy in your department for
a/an

167

- I was recommended by.., who is currently working in your company /


who has had a long association with your company / who is one of your suppliers, to
contact you concerning a possible post in department.
Body of the letter
- You will see that I graduated from in .. where I gained
my degree in .(Mention any parts of your studies relevant to
the post)
- During my employment with .my work was specifically concerned with
(Mention work relevant to the post you are applying for.)
Reason for leaving job
- I left (old employer) because (new employer) offered me a chance to use my
.(ability)..
- I was offered a chance to join (new employer)where there was an opportunity for
further training and experience in
Previous experience
- While I was a .. at (old employer), I supervised a team of .
And introduced new quality control procedures which resulted in
- During my time at (old employer), I was responsible for In this
role involved successfully implementing change in the
- During my time at (old employer) , I studied part time for , which I
completed in Since then I have gain more management experience in

- As part of my degree course in .. , I worked for three months in


..department when I gain experience in
Reason for applying
- I am particularly interested in the post as I could apply my previous experience in (area
of work)
- I am sure I would be successful in this post as I have the skills and experience you
describe, as well as
- I believe my background in (area of work) equips me for the post you advertise,
especially my recent experience of (specialist area)

168

Closing
- I look forward to hearing from you. However, if there is any further information you
require in the meantime, please let me know.
- Please let me know if there are any other details you need. Meanwhile, I look forward to
hearing from you.
- I would be happy to discuss with you at interview how my skills and experience could be
used to your advantage.
(Adapted from: Oxford Handbook of Commercial Correspondence. By Ashley, A. 2003:p.8, 28,
267)

169

Application letter
40 Petchakasem Rd.
Tambon Nong Kae, Hua Hin
Prachuabkirikhan 77110
31 August 2005
Human Resource Director
Human Resource Department
The Hilton Resort and Spa
Naresdamri Rd. Hua Hin
Prachuabkirikhan 77110
Dear Sir or Madam
I would like to apply for the vacancy advertised in the Bangkok Post on 27 August for Assistant
to front office manager.
As you will see from my CV, I am currently a senior receptionist of the Avazon Resort and Spa
Pranburi. In addition to the day-to-day work, I represent the assistant to front office manager on
some occasions and am delegated to take certain policy decision in his absence.
I am particularly interested in this post as I would like to become more involved with hotel
managing system which I am well equipped. I speak good English and Chinese, and use both
language in the course of my work.
If there is any further information you require, please contact me. I look forward to hearing from
you.
Yours sincerely,
(signature)
Nantiya Wanakorn (Ms.)
Enc. CV
Activity 2: Write an application letter to the Job advertisement you have chose from the
Newspaper.

170

2. Resume or Curriculum Vitae


A resume is a brief written statement of a persons education and past employment, used
especially when person is looking for a job. It serves as a valuable tool in helping you
communicate to employers what your career interest is, what your accomplishments have been
and what your capabilities are. A resume is like an advertisement for yourself.
A resume is also called a bio-data, a data sheet, a curriculum vitae (CV) or personal data.
It should be included in the letter since it shows the most important things in your background
and all your qualifications for employment. The resume should be written before your application
letter because it will be a good outline for deciding which information should be included in the
application letter.
The resume may consist of:
- heading
- personal data
- objective or position sought
- education or academic record (include extra-curriculum activities)
- experiences
- special abilities/skills
- affiliations
- references
(Adapted from: Oxford Handbook of Commercial Correspondence. By Ashley, A. 2003:p. 122)

171

Resume
Name
Position Sought
Address

Date and place of birth


Nationality
Marital Status
Education

Practical experience

Special Skill
Languages

Membership
Reference

Sepo Antonio
Chef of European food
Hotel Arctic, Pohjoiskatu 12
94600 Kemi 60 Finland
Tel (157) 61 0679436
1 January 1973, Jarvenpa
Finnish
Single
Kouvola Comprehensive school
Hotel and Restaurant School
Helsinki
Bus Boy, Hotel Arctic
1993 1994
Receptionist, Hotel Arctic
1995 1998
Assistant Restaurant manager 1999 Present
Cooking of International School
Operating PC.
Swedish (fluent)
English (Satisfactory)
German (Satisfactory)
Chef Association of Europe
International Chef Organization
References and details available on request

172

CURRICULUM VITAE
Name
Address

:
:

Telephone

Date of birth
Education

:
:

Experience

Interests
References

:
:

James Joseph KING


40 Alexandra Street
London Ell 2JE
01 742 5806 (work)
01 988 2673 (home)
4.8.68
General Certificate of Secondary Education (with Grade
C in English and mathematics) City and Guilds Diplomas in cooking
skills and waiting skills
National Catering Board courses in wines, bar work and food
Development
Waiter/chef de rang at Smithson Hotel, London WC1. 1986now.
Kitchen porter in restaurants in Paris and Milan. 1985 and 1986
(holiday work).
Traveling, reading, learning languages, swimming
The Personnel Manager
Smithson Hotel
Belsize Avenue
London NW3 4PG
The Principal
Waltham Forest College
Forest Road
London E17 4JB

173

Activity 3: James King wrote a letter to apply for this job. Fill in the missing words from
the list
advertised
apply
attended
develop
enclosed
offering application
course
experience
interview
position
faithfully
forward
included
Journal of 21 September.
As you with see from the________1_________ curriculum vitae, I have had three
years________2_______ as a waiter in a three-star London hotel. My work
has_______3___________service in the bar and coffee shop and floor service. I am now chef de
rang in the restaurant. I have also______4________ the National Catering Boards courses in
wines, bar work and food development. In addition, I traveled to France and Italy during my
college vacations in 1985 and 1986, and worked as a kitchen porter in hotels in Paris and Milan. I
am attending an evening________5_________ in French at the moment.
I would now like to _________6_______ my professional and social skills in a superior
establishment, and am therefore very interested in the position you are______7________. If you
are interested in my________8__________, I would be glad to attend an_____9______at your
convenience. I look______10__________ to hearing from you.
Yours_________11__________,
JAMES KING

Working out
1. Find for some jobs advertisement in the classified pages of newspapers and magazines.
2. Write the application letter to answer the job advertisement. Suppose that you have
finished you education and youve got some experience.
3. Enclose the resume or the Curriculum Vitae of your own with the letter.

174

References
Adamson, Donald. International Hotel English. Cambridge: Prentice Hall, 1989.
Ashley, A. Oxford Handbook of Commercial Correspondence. China: Oxford
University Press, 2003.
Bangkok Post. Classified. (2 January 2005)
Bangkok Post. Classified. (19 March 2005)
Bangkok Post. Lifestyle Guru Entertainment. (March 2005)
Binham, P. et all. Hotel English: Communicating with the International Traveller.
New York: Pergamon Press Ltd, 1982.
Chadchaidee, Thanapol (Lamduan). Interviews for Future Employment. Bangkok:
Thaichareon Printing Co, Ltd., 1996.
Harding, Keith. Going International. Oxford: Oxford University Press, 1998.
Harding, Keith and Henderson, Paul. High Season: English for Hotel and Tourist Industry.
7th Ed. Oxford: Oxford University Press, 1999.
Hollett, Vicki. Business Objectives. New Ed. Oxford: Oxford University Press, 1996.
Parisuthiman, Sumtumn. Business Communication: A Functional Approach. Bangkok:
Thammasat University Press, 1996.
Rimkeeratikul, Sucharat. English for Work. Bangkok: Thammasat University Press,
1996.
Stott, Trish and Holt, Roger. First Class: English for Tourism. 8th Ed. Oxford: Oxford
University Press, 2000.
Utawanit, Kanitta. Communicative English for Hotel Personnel. 8th Ed. Bangkok:
Thammasat University Press, 1995.

175

Unit 23
Job Interview
Lets start

www.lifespy.com

1. What should you do when you go for job interview?


2. How do you prepare your dress, your shoes, and elses?

Conversation
Job Interview
Mr. Rover
James
Mr. Rover
James
Mr. Rover
James
Mr. Rover

:
:
:
:
:
:
:

James

Mr. Rover

James

Come in, please. Ah, James King?


Yes, thats right, Sir.
Hello!
Good afternoon, Sir.
Sit down, please.
Thank you.
Right. Well, now, I wonder what do you know about Manhattan
Hotel?
I know that its part of the Inter-Metropolitan chain that it has
A high-class clientele and that most of the work is for conferences.
Yes, thats right. We have 42 bedrooms, and six deluxe suites.
The restaurant seats 60 covers. There are three bars and a lounge, and
theres also a swimming pool, a squash court, and a golf course. Then,
um, lets seeyour duties. Your main duties would be the total service
for six tables, that would be twenty covers. And youd be responsible
for a staff of three: a chef de rang and two waiters. How would you feel
about that?
I think I could manage that quite well, Sir. What would the
occasional duties be?

176

Mr. Rover

Well, youd have to cover for the barman sometimes. How


would you feel about that?
James
:
I would enjoy that, Sir. I have some experience of working in a
hotel bar, and I took a course in bar work last year.
Mr. Rover
:
Yes, so I see from your CV. Then there would be other
occasional duties: youd have late duty every four days and you might
have to cover for the Breakfast Head Waiter sometimes. Would that be
OK?
James
:
Yes, I wouldnt mind that at all, Sir.
Mr.Rover
:
Right, then, the hours. Youd work 40 hours, five days a week,
with your days off on rout. On three days a week youd do breakfast and
lunch, one day a week lunch and dinner, and one day a week dinner
only. Right?
James
:
Yes, sir.
Mr.Rover
:
Then holidays. Thered be four weeks a year.
James
:
I see
Mr.Rover
:
And there are some fringe benefits, of course. For example, staff
can use the swimming pool and squash courts at certain times. Also they
can get a company card which gives them a discount in some shops.
And of course, the staff meals are excellent. Now them, do you have any
questions?
James
:
Yes, Sir. Would there be an opportunity to work abroad with the
chain?
Mr.Rover
:
Well, yes, certainly. Mm, I see youre studying French, so that
would be a help. Yes, the chain has three hotels in France.
(: Hotel English for Thais. . 2003.
126.)
Activity 1: How did James reply to these questions?
1. How would you feel about working in the kitchen sometimes?
2. Would you mind covering for other people when theyre sick?
3. Would you be prepared to work late two days a week?
4. Im afraid youd have to work three weekends out of four.
5. Would you be interested in going on any training courses?

177

Activity 2: Answer the Questions


1. What position does James apply for?
2. What facilities does it have in Manhattan Hotel?
3. What kind of works would James do in his duties?
4. What are the occasional duties?
5. How many days and hours does James work for a week?
6. How long is Jamess holiday for a year?
Activity 3: Interview your friends
1. When were you born?
2. Where were you born?
3. What is your nationality?
4. Where did you study? Where did you go to school?
5. What did you major in?
6. How many languages do you speak?
7. What languages do you speak?
8. What is your marital status?
9. Do you have any schooling in the hotel and restaurant field?
10. Do you have any experience in hotel works?

Listening
Listen to the job interview conversation and complete the dialogue.
Job interview for assistant manager position
Interviewer :
Good morning. Please take a seat.
Applicant
:
Thank you, sir.
Interviewer :
Can you tell me about yourself and your 1.?
Applicant
:
Yes, sir. My name is Siree. I am 27 years old now. I have
finished my diploma in 2.. and bachelor degree in Hotel
3. from Rajamangala University of Technology
Rattanakosin. I have worked at Sailom Hotel in Hua Hin as a
5. for two years and a 6.. for one year then I
moved to Hua Hin Paradise resort and spa as an assistant to
7 manager for nine months.

178

Interviewer

Applicant

Interviewer

Applicant

Interviewer
Applicant
Interviewer

:
:
:

Applicant
Interviewer

:
:

Applicant
Interviewer
Applicant
Interviewer

:
:
:
:

Applicant

I see. You always work in Hua Hin. Why do you want to move
here in Phuket?
Well, the reason is I really like to transfer within this hotel with
8. chain. And I was born here. I would like to come
back home to stay with my 9.
As you have experience working in Food and Beverage area,
what you should 10 when you work in assistant to
manager position.
You should be. 11., attend to details, fulfill of
what 12 want, and 13 your staff. You
should 14 your eyes open for a new idea and way for
development. That is very important for the management people.
Good point! Do you have 15. to ask about the job?
Do you provide transportation for the staff?
We just have a 16... for our staff from the hotel dormitory,
but it passes through the 17. You can get on during the way.
Can I ask about the 18?
Of course. To start we offer 30,000 baht per month,
plus free meals, 19.. and others. But if you can get on well,
we reconsider the figure after 20 which is the probationary
period.
I understand.
When could you start working?
By 21....
Good. Thank you for coming, Miss Siree. We will let you know
the 22.. in short time.
Thank you.

179

Working Out
What specific questions should the interviewer going to ask the applicants of the following
positions
Waiter
secretary
housekeeper
Chef
receptionist
bartender
accountant
gardener
sport staff
spa staff

180

References
. Hotel English for Thais. .
: , 2003.
Adamson, Donald. International Hotel English. Cambridge: Prentice Hall, 1989.
Ashley, A. Oxford Handbook of Commercial Correspondence. China: Oxford
University Press, 2003.
Bangkok Post. Classified. (2 January 2005)
Bangkok Post. Classified. (19 March 2005)
Bangkok Post. Lifestyle Guru Entertainment. (March 2005)
Binham, P. et all. Hotel English: Communicating with the International Traveller.
New York: Pergamon Press Ltd, 1982.
Chadchaidee, Thanapol (Lamduan). Interviews for Future Employment. Bangkok:
Thaichareon Printing Co, Ltd., 1996.
Harding, Keith. Going International. Oxford: Oxford University Press, 1998.
Harding, Keith and Henderson, Paul. High Season: English for Hotel and Tourist Industry.
7th Ed. Oxford: Oxford University Press, 1999.
Hollett, Vicki. Business Objectives. New Ed. Oxford: Oxford University Press, 1996.
Parisuthiman, Sumtumn. Business Communication: A Functional Approach. Bangkok:
Thammasat University Press, 1996.
Rimkeeratikul, Sucharat. English for Work. Bangkok: Thammasat University Press,
1996.
Stott, Trish and Holt, Roger. First Class: English for Tourism. 8th Ed. Oxford: Oxford
University Press, 2000.
Utawanit, Kanitta. Communicative English for Hotel Personnel. 8th Ed. Bangkok:
Thammasat University Press, 1995.
Website
www.lifespy.com

181

Appendix

182

Listening Script
Unit 1: Hotel Types
Listening
Dialogue 1
Operator
:
Mr. Hopkine :
Operator

Mr. Hopkine
Operator

:
:

Good morning. Sawanna Hotel, may I help you?


Hello, Im calling from Australia. My name is Hopkine. Can
you tell me a little about the hotel?
Yes, Id be glad to. The hotel is in the center of the city. There
are 100 guest rooms with a restaurant, a coffee shop and a bar. Its ideal
for business people.
Is there a car park?
Yes, there is.

Dialoge 2
Guest
Receptionist

:
:

Guest

Could you tell me about your hotel?


Its right on the beach. We offer a wonderful health spa and
recreation facilities. Youll like it.
Thank you. Ill call back again.

Dialogue 3
Operator
Caller

:
:

Operator

Caller

Good morning. May I help you?


Yes, I am looking for a long-stay accommodation. Can you tell
me about your place?
Certainly. We are a small type of accommodation with only 15
rooms. It is very quiet and it is much cheaper if you stay longer. The
accommodation is like a private home and we have a small restaurant
for guests, too.
Sound likes what I am looking for. By the way, how much?

183

Unit 2: Hotel facilities


Listening
Receptionist :
Sawasdee Ka, Hua Hin Paradise. May I help you?
Caller
:
Hello. My name is James. Im calling to ask about the hotel?
Receptionist :
The hotel is on the beach of Hua Hin. There is a Thai
restaurant, an international food restaurant, a coffee shop, and two bars.
The room rate is 2500 baht for standard room, 5000 baht for superior
room and 7500 baht for the suite per night. What else can I tell you..?
Oh, yes, we have spa, sauna and a big swimming pool.
Caller
:
Are there any sport facilities?
Receptionist :
Yes, we have a fitness room and a tennis court.
Unit 3: Hotel Personnel
Listening
Suzie
:
Good afternoon Mr. Jones.
Mr. Jones
:
Good afternoon Suzie. How are you?
Suzie
:
Im very well, thank you. How are you?
Mr. Jones
:
Im doing terrific. Suzie - what have you been doing? I havent
seen you for a while.
Suzie
:
I have been away on a holiday with my family for one week to
Koh Samui.
Mr. Jones
:
Did you enjoy yourself, Suzie?
Suzie
:
Yes, I had a great time. Thank you. It was so relaxing.
Mr. Jones
:
I must go now as I have an appointment. It was nice to see you
again, Suzie.
Suzie
:
Its been nice to see you again, too. Good bye.
Unit 4: Hotel Marketing
Listening
Reception
:
Good morning Sandy Beach hotel. How may I help you?
Caller
:
I would like to have information about the room rate.
How much would a connecting room cost for one night?

184

Reception

The cost would be 3,500 baht during the weekday and


4,500 baht for the weekend. Now we offer a special package
which is only 4,900 baht for two nights accommodation per
one person. The price includes breakfast and dinner plus tax
and service. It is really valuable for the money.
Caller
:
How about the children?
Reception
:
It is free for children under 12.
Caller
:
All right, I have to make a decision. I will call back later.
Unit 5: Telephone Operator
Listening
dialogue 1
Operator
:
Operator. May I help you?
Caller
:
You certainly can. Can you give me a wake up call?
Operator
:
With pleasure. Can you tell me the time?
Caller
:
O.K. Please wake us up at 6.30 tomorrow morning.
Operator
:
Yes madam, and whats your room number?
Caller
:
419
Operator
:
Certainly, madam. Have a good sleep.
Dialogue 2
Operator
:
Paul speaking. May I help you?
Caller
:
Yes, Id like to make a long distance call to Sydney please.
Operator
:
What is the number, madam?
Caller
:
Its 06 717 2393.
Operator
:
Just a moment, madam.
Caller
:
Can you tell me what time it is in Sydney now?
Operator
:
Its around 11.30 a.m., madam.
Unit 6: Reservation Office
Listening
Reservation :
Deep Sea hotel, can I help you?
Caller
:
Good morning. This is Julia Parker from XYZ Company.
Id like to reserve a couple of double rooms for December the 5th to the 7th
Reservation :
Two doubles for December 5th to the 7th. Is that a company booking?

185

Caller

Yes. XYZ Company. The rooms are for Mr. Russell and
Mr. Robinson. They would like executive rooms.
Reservation :
You have an account with us, dont you?
Caller
:
Yes, we do. This will be paid in full on the company account.
Reservation :
Can I just check your contact detail? Its Mr. Phil Williams.
XYZ Company 77, New road, London WD8.
Caller
:
Thats correct.
Reservation :
All right. The reservation number is IT 127. I would be grateful
if you could just confirm in writing, by fax if you like.
Caller
:
Certainly, Thank you for your help.
Reservation :
Youre very welcome. Goodbye.
Unit 7: Receptionist and Guest relation
Listening
Receptionist :
Good afternoon, sir. Can I help you?
Client
:
Yes, we have a reservation for tonight. The names Smith.
Receptionist :
Just a moment, please.
Yes, that was a double room with a sea view from 21st to 27 th.
Client
:
Thats fine.Here you are.
Receptionist :
Could I have your passport for a moment? It is hotel policy to make a
photocopy if you are not a Thai Citizen.
Client
:
Thats Okay.
Receptionist :
Thank you sir. Could you please sign your name here?
.
Thank you very much. Your room number is 706 and the porter will carry
you luggage and show you the way to your room.
Enjoy your stay, sir.
Client
:
Thank you.
Unit 8: Cashier
Listening
Guest
:
Ill be checking out this morning. Can you prepare my bill, please?
Cashier
:
Its ready for you, madam.
Guest
:
Excellent, then Ill pay for it right now.
Cashier
:
Certainly, madam. Here you are.

186

Guest
Cashier

:
:

This all looks okay. Is service included?


Yes, service and tax are included in the total. How would you
settle your bill, madam?
Guest
:
Id like to pay by credit card. Is that okay?
Cashier
:
Of course. Could you please wait for a moment?
Would you mind signing here on the bill?
Thank you very much, madam.
Guest
:
Is that all?
Cashier
:
Yes, madam. Heres your receipt. Thank you for staying with us.
Please come to visit us again.
Unit 9: Waiter and Waitress
Listening
Dialogue 1
Waiter
:
Good evening, sir. Welcome to Mai Thai. Do you have a table
reservation?
Guest
:
No. Im afraid not. Is it possible to have a table?
Waiter
:
Im afraid we are a bit crowded tonight, but if you would like to
wait, I will put you on the wait list, sir.
Guest
:
How long would it be?
Waiter
:
I think in thirty minutes, sir.
Guest
:
Ok. I will wait.
Waiter
:
Thank you very much, sir and could I have your name, please?
Guest
:
Mark.
Waiter
:
Thats fine, sir. Would you like to have a drink at the bar while
you are waiting?
Guest
:
Sounds good!
Dialogue 2
Waiter
:
Excuse me. May I recommend our special dish for today?
Today, we are featuring fried prawn with tamarind sauce. It tastes
fantastic with a sweet and sour flavor. The specialty for main course
today is a set of steamed jasmine rice, sweet and green fish cake curry,
sauted vegetables, seafood soup and fried pork cake with coriander.
Customer
:
Thats sound great! Can we have two sets of them?

187

Waiter
Customer
Waiter

:
:
:

Certainly, sir. What would you like to drink?


Can we have a pint of draft beer?
Fine, sir. I will come back with your drink? Would you like
anything else?
Thats all.
Thank you, sir. Its wont take long.

Customer
:
Waiter
:
Unit 10: Room Services
Listening
Room Service :
Room Service, How may I help you?
Guest
:
Can I order a cheeseburger with French fries, no onion, and a
tuna salad sandwich.
Room Service :
One cheeseburger and fries, one tuna salad. Anything else, madam?
Guest
:
Can I have some drink, please? What kinds of fruit juice do you have?
Room Service :
We have orange, mango, banana, pineapple and strawberry.
Guest
:
Id like strawberry juice, a hot chocolate and a pot of tea with
lemon.
Room Service :
One strawberry, one hot chocolate and tea with lemon.
Could I have your room number, please?
Guest
:
Room 1155.
Room Service :
1155. Thank you, madam. Itll take about 15 minutes.
Unit 11: Bar Staff
Listening
Dialogue 1
Barman :

Good evening sir and madam. What would you like to drink?

Guest1
Guest 2
Barman
Guest 2
Barman
Guest 1
Barman

:
:
:
:
:
:
:

A pint of beer, please. What would you like to drink dear?


A dry martini.
Would you like your dry martini with lemon?
No. Do you have parasols? I like it with my martini.
Oh! Yes. Just a moment, please. Here you are.
Thank you.
Enjoy your drink.

188

Dialogue 2
Barman
Guest
Barman
Dialogue 3
Barman
Guest
Barman
Guest
Barman
Dialogue 4
Barman
Guest

:
:
:

Good morning, sir. What drink can I get you, please?


A large whisky for me. I want to get drunk.
Certainly, sir.

:
:
:
:
:

Can I help you, madam?


Yes, Id like a small vodka and tonic,.and do you have red wine?
Of course, madam.
Can I have a glass of it?
Certainly, madam.

:
:

Good afternoon, sir. How was your day?


Not bad. Do you have some cool drinks? Its really hot here in
Thailand.
The chilled baby coconut can cool you down. Would you like to try?
Thats a good idea. Ill have one.

Barman
Guest

:
:

Dialogue 5
Guest

Two lemonades, two sodas, a cider and a double gin and tonic,
please.
Barman
:
Certainly sir, in a minute.
Guest
:
Good!
Unit 13: Housekeeping staff
Listening
Housekeeping :
Housekeeping. May I help you?
Guest
:
Yes. This is Mrs. Jones room 2011. Did you make the bouquet
in my room?
Housekeeping :
Yes, madam. The bouquet is made in the flower room. This is
complementary for special guests.
Guest
:
Its really beautiful. Thank you very much.
Housekeeping :
Youre welcome, madam.
Guest
:
Well, tomorrow is my husbands birthday and were having a

189

party with candles. Could you arrange some flowers in our room?
Housekeeping :
In this case, we have a flower shop in our hotel. I will ask the florist
to call you and discuss the matter.
Guest
:
Thats good idea. Thank you very much.
Housekeeping :
With pleasure, madam.
Unit 14: Maintenance and Engineering Staff
Listening
Dialogue 1
Pierre
:
Hello, Mary. How are you doing?
Mary
:
Pretty good, thanks. How about you, Pierre?
Pierre
:
Not bad, thanks.
Dialogue 2
Tanaka
:
Morning, Ann. Hows everything?
Ann
:
Okay, thanks. How are you today, Tanaka?
Tanaka
:
Just fine, thanks?
Dialogue 3
Brad
:
Excuse me. Are you Dolores Cotten?
Dolores
:
Yes.
Brad
:
Hi. Im Brad Jordan from Lemon Computer.
How do you do?
Dolores
:
How do you do? Im glad to meet you, Brad.
Thank you for coming to meet us.
Brad
:
Its a pleasure. How was the trip?
Dolores
:
Fine. Oh, Id like you to meet Ron Eng. Hes our
sales manager.
Brad
:
How do you do? Mr. Eng.
Unit 15: General Services
Listening 1
Guest
:
Is it possible for me to send message by fax.
Clerk
:
Certainly sir. You can hand in a fax here at the reception desk,
and we will send it off for you.
Guest
:
How about the charge?

190

Clerk

It depends on the destination, sir. You can check for the rate at
the reception desk.
Thank you
Youre welcome sir.

Guest
:
Clerk
:
Listening 2
1. Is this your first visit to Thailand?
2. Have you been with us before?
3. Welcome to our hotel.
4. We are happy to have you with us.
5. I hope you enjoy staying with us.
6. There is a menu on the dresser.
7. The bible is in the drawer.
8. Please lock the door when you leave the room.
9. Would you like me to call a taxi?
10. Let me give the driver directions.
11. I will write in Thai for a taxi.
12. May I bring you an umbrella? It is raining outside.
Unit 16: Tourism Information
Listening: Listen to the passage and then complete the following sentences about Samui.
Lets Go to Have Fun in Samui
Koh Samui is the 3rd largest island in the country which is located in the Gulf of
Thailand, 84 kilometers to the east of Bangkok. It covers the area of 247 sq.km. with paved road
around the island the length of 50 kilometers. One-third of the island is plain surrounding the
mountain. Its tropical weather is divided into three seasons: Fall (May-Oct.), Winter (Nov.-Jan.),
and Summer (Feb.-Apr.). The popularity of Samui can be measured by the busy flights from
Bangkok Airways which is over 20 per day. It is considered to have the most beautiful runway.
From the plane, you can overview coconut trees colonnade along the runway and a Thai style
airport terminal which at first glance you may think is a resort.
The first picture that comes into mind when thinking of Samui is definitely the
white sand and the blue sea. There are several interesting beaches around the island. The most
popular is Chaweng beach, known for its fine sand expanding for seven kilometers. As well, the
sea is clear and the depth is very safe to be in. Several activities are awaiting such as: snorkeling,
kayaking, sailing, wind-surfing, water skiing, or renting a boat to watch coral. Before sunset or

191

the time when the water recedes, you can just walk along the beach to see the coral. At night, the
beach will be full of pubs, bars and restaurants which make Samui such a colorful island.
Secondary to Chaweng beach is Lamai beach, Na Thon, Mae Nam, Bo Pud, Cheng Mon,
Bangrak, and Big Buddha beaches which all have their own attractive themes.
(Adapted from: Koh Samui Guidebook. Tourism Authority of Thailand. 2003)
Listening 2: Listen to the passage and answer the questions.
Bright Night in Bangkok Sapan Put
Rama I bridge or Sapan Put was officially opened on April 6th 1932. It was built to
celebrate Bangkoks 150th anniversary and to make traveling from Pranakorn to Thonburi side of
Chaophraya River easier. By day, this unique location functions as a river express boat and ferry
pier. By night, it transforms into a market that draws both Thai and foreign shoppers from all
walks of life. Sapan Put is opened daily from 5:30 p.m. to 2:00 a.m. (closed on Mondays); so we
can be sure the heat wont be brothering us as we stroll around the market. Sapan Put has it all;
trendy clothes, second-hand goods, handmade jewelry, and delicious food at great prices. It
doesnt matter what your personal style may be, youll find what you want; or perhaps find a new
style altogether. Not surprisingly, Sapan Put is famous for trendy clothes, easily as hip as Siam
Center, the modern shopping center of Thailand, but cheap enough for everyone. Still strolling
along, I do occasionally feel the need for that special touch, and there certainly are plenty of
things you can do here to make you look fabulous. You have a wide choice of body paints and
henna to add to your natural beauty. If youre easily bored, I recommend henna, because it lasts
only 2 weeks and its quick to get it done. My next stop might be nail painting, the most hi-tech
discipline amongst the body embellishments.
You dont need a painter or artist to create a pattern on your nails as a computer operated nailpainting machine will produce virtually any design that you can imagine!
(Adapted from:Bright night in Bangkok-Sapan Put. Bangkok Post. Lifestyle Guru Entertainment.
2005. p.3)

192

Unit 17: Location, Direction and Transportation


Listening
Dialogue 1
Guest
Hotel Staff

:
:

Dialogue 2
Guest
Hotel Staff

:
:

Where do they sell tin-opener and corkscrews?


Your best bet is Beals department store on the corner opposite
the post office. First left, cross the road and its right in front of you.

Is there an all-night chemist in the center of town?


Well, there is a chemists on the corner of Union Street and
George Street, but I dont know if its open after 8.00 p.m.
Unit 18: Spa and Massage
Listening
1. Would you mind taking off your shoes, please?
2. How often do you have a massage?
3. If it hurts, please tell me immediately.
4. The hot stone therapy will help cure your blood circulation.
5. If you like the hot oil of any essences, we have them for sell at the hotels souvenir shop.
Unit 19: Dealing with guests complaints
Listening
Guest
:
Can I see the manager? I have a complaint.
Manager
:
Im Malinee, the hotel manager. May I help you?
Guest
:
Yes. Did you have the room cleaned before we checked in?
The room is very smelly. The bathroom is messy and the toilet doesnt
flush properly. This is disgusting.
Manager
:
Oh! Im terribly sorry to hear that. Ill attend to it right away.
Normally, the housekeeper checks every room before the guest
moves in.
Guest
:
I dont think its a way to run a hotel like yours.
Manager
:
No, sir. I do apologize. Its unusual. Thank you for your kind
information. Is there anything else we can do for you?
Guest
:
I would like an extra pillow, too. By the way, could you check
the air-conditioner? I dont think it works properly.

193

Manager

Certainly, sir. I will send the maintenance right away to your


room.

Unit 20: Dealing with guests request


Listening
1. May I come into your room, please?
2. Can I call the taxi for you?
3. Would you mind sending the mail for me?
4. Do you mind if I use your telephone?
5. May I check the information for a moment?
6. Could you help me carry this bag?
7. May I come to work late tomorrow? I need to see the doctor.
8. Could you sit here and wait?
9. May I take a seat?
10. Would you mind giving me a lift downtown?
Unit 23: Job Interview
Listening
Job interview for assistant manager position
Interviewer :
Good morning. Please take a seat.
Applicant
:
Thank you, sir.
Interviewer :
Can you tell me about yourself and your experience?
Applicant
:
Yes, sir. My name is Siree. I am 27 years old now. I have
finished my diploma in Hospitality and bachelor degree in Hotel
Management from Rajamangala University of Technology
Rattanakosin. I have worked at Sailom Hotel in Hua Hin as a waitress
for two years and a restaurant captain for one year. Then I moved to
Hua Hin Paradise resort and spa as an assistant to food and beverage
manager for nine months.
Interviewer :
I see. You always work in Hua Hin. Why do you want to move
Here to Phuket?
Applicant
:
Well, the reason is I really like to transfer within this hotel
international chain. I was born here and I would like to come home to
stay with my parents.

194

Interviewer

Applicant

Interviewer
Applicant
Interviewer

:
:
:

Applicant
Interviewer

:
:

Applicant
Interviewer
Applicant
Interviewer

:
:
:
:

Applicant

As you have experience working in the Food and Beverage area,


what should you keep in mind when you work as an assistant to the
manager.
You should be service-minded, attend to details, fulfill what the
customer wants, and look after your staff. You should keep your eyes
open for any new ideas or ways for development. That is very important
for management people.
Good point! Do you have anything to ask about the job?
Do you provide transportation for the staff?
We just have a bus for our staff from the hotel dormitory, but it
passes through downtown. You can get on during the way.
Can I ask about the salary?
Of course. To start we offer 30,000 baht per month,
plus free meals, uniform and others. If you get on well, we reconsider
the figure after 6 months which is the probationary period.
I understand.
When could you start working?
By the end of this month.
I see. Thank you for coming, Miss Siree. We will let you know
the result in short time.
Thank you.

195

Accessories in Hotels ()
Cosmetic Mirror
Electrical sockets
Fax Machine/Facsimile
Flowers
Fruits
Fruit Basket
Hand-free Telephone
Hotel Directory
King-sized Bed
Lamp
Lampshade
Luggage Bench
Magazines
Magazine/Newspaper Rack
Main Light
Mini bar
Outdoor temperature and humidity indicator
Pen (Ballpoint/Ink)
Personal Safe
Picture
Rubbish Bin
Rug
Satellite Program
Screen
Shower
Sitting Area
Smoke Alarm
Sofa/Settee
Sprinkle
Spy hole/Peep hole
Telephone Directory

(/)

196

Thermostat control
Toilet
Twin bed
Valet call button
Vanity counter
Voice mail
Walk-in Closet
Weighing scale
Window
World time clock

197

Housekeeping vocabulary ()
Adaptor
Ashtray
Baby sitter
Balcony
Bath mat
Bath towel
Bathtub
Bedside table
Broom
Button
Carpet
Cloth-peg
Cot
Curtain
Detergent/Washing powder
Drawer
Hanger
Hair dryer
Light bulb
Pillow /Pillow case
Rail
Reading lamp
Refrigerator/fridge
Safety pin
Sewing kit
Sheet
Shoe polish
Shrink
Shower cap
Shutter
Soap

()

198

Stretch
Tap/faucet
Tooth brush
Tooth paste
To change
To drain off
To dry
To make up the room
To mop
To repair/ To fix
To scrub
To sweep
To turn down
Venetian Blind
Wardrobe
Wash basin
Waste paper basket

,
,

,
,

199

Food and Beverage Vocabulary ()


Soft-drink and Minerals ( )
Soft-drink

Minerals

Diet Coke

Diet Peppi

Diet Seven-up

Soda Water
()
Local Mineral Water

Vittal Mineral Water

Perrier Mineral Water

Volvic Mineral Water

Fruit and Vegetable Juices ()


Apple Juice

Orange Juice

Fresh Orange Juice

Fresh Mango

Beetroot Juice

Cantaloupe Juice

Carrot Juice

Grapefruit Juice

Melon Juice

Watermelon Juice

Papaya Juice

Pineapple Juice

Tomato Juice

Coffee and Tea ()


Coffee

Tea

Black Coffee

Iced Coffee

Iced Tea

200

Espresso

Cappuccino

De- cafined

Irish Coffee

Cocktails and Other Beverages ()


Alexander

Cocktails

Black Russian

Dry Martini

Frozen Daiquiri

Gimlet

Glasshopper

Manhattan

Margarita

Pink Lady

Rusty Nail

Americano

Gin Fizz

Mai Thai

Screw Driver

Tom Collins

Whisky Sour

Zombie

Non-Alcoholic Drinks ()
Fruit Punch
()
Shirley Temple

Four Season

Tropical Cocktails ()
Mango Daiquiri

Pina Colada

Planters Punch

Singapore Sling

Tequila Sunrise

201

Beer ()
San Miguel
Super Lion
NAB
Carlsberg
Heineken
Fosters
Red Horse
Corona
Budweiser
Grolsh
Others ()
Wine
Hot Chocolate
Milo/Ovaltine
Ice
Water
Iced Water
Hot Water
(Utensils)
Bread and butter plate
Butter dish
Butter knife
Candlestick
Coffee pot
Creamer
Cup
Dinner plate
Dinner fork
Knife
Napkin
Pitcher
Salad fork

()

202

Salad plate
Salt and pepper shaker
Saucer
Serving bowl
Serving cart
Serving platter
Soup bowl
Soup spoon
Sugar bowl
Tablecloth
Teapot
Tea spoon
Water glass
Wine glass

203

Kitchen Vocabulary ()
Fruits ()
Apple
Apricot
Banana
Blackberry
Blueberry
Cantaloupe
Cherry
Coconut
Dragons eyes
Durian
Fig
Gooseberry
Grapefruit
Grapes
Guava
Honeydew melon
Jujube
Kiwi
Lemon
Lime
Lychee
Mandarin
Mango
Mangosteen
Orange
Papaya
Passion fruit
Peaches
Pears
Pineapple

204

Plum
Pomegranate
Pomelo
Prunes
Rambutan
Raspberry
Red current
Sapodilla
Star fruit
Strawberry
Water melon
Vegetables ()
African eggplant
Asparagus
Bitter gourd
Bamboo shoot
Banana flower
Carrot
Cassava
Cauliflower
Cabbage
Cowpea
Cucumber
Eggplant
Leek
Lettuce
Lotus leaf/root
Mungbean
Mushroom
Olive
Onion
Peas
Pea sprouts

205

Pepper
-sweet pepper
-bell pepper

Potato
Pumpkin
Red beans
Red cabbage
Rice bean/sweet pea
Sinkwa
Spinach
String bean
Stink bean
Sugar cane
Sweet potato
Taro
Tomato
Yam bean
Nuts ()
Almond

Cashew nut

Peanut

Walnut

Water Chestnut

Pasta/Rice/Noodles (, )
Angle hair

Cannelloni

Congee

Fettucine

Lasagne

Linguine

Noodles

-Crispy

-Egg Noodles

206

-Flat Noodles

Ravioli

Rice

-Fried rice

-Plain (steamed or boiled)


( )
-Wild rice

Spaghetti

Tortellini

Wonton

Ingredients ()
Barley

Bean curd

Bean vermicelli

Black bean

Butter

Capsicum

Chilli

Coriander

Corn flour

Cream

Egg

Egg York

Fish sauce

Flour

Galingale

Garlic

Ginger

Milk

Oil

Parsley

Quail egg

Red bean

Salty egg

207

Sesame

Shallot

Shrimp paste

Sour cream

Sour plum

Soya sauce

Tabasco sauce

Tomato sauce

Vinegar

Wasabi
()
Worcester sauce

Preparation Methods ()
Bake

Barbeque
/
Baste

Beat
/
Blanch

Boil

Braise

Chill

Chop

Cream

Crumb

Cube

Cut

Deep-fry

Dice

Double-boil

Fillet
()
Flambe

Garlic saut

Garlic steam

Garnish

208

Grate
Grille
Heat
Hot pot
Julienne
Knead
Marinate
Mash
Mince
Mix
Pan-fry
Peel
Poach
Puree
Roast
Saute
Season
Shred
Simmer
Slice
Spice
Steam
Stew
Stir-fry
Stuff
Whip
Whisk

209

American English and British English Glossary


American
airplane
appetizer
baggage
bartender
bathroom/restroom
bellboy
bell captain
bill
bill fold
broil
bus
busy
collect call
can
candy
car rental
check
chips
clerk / desk clerk
closet
cloth-pin
coffee shop
collect on delivery
comfort station
connect
cookie
cornstarch
coverall
diaper

British
Meaning
aircraft

starter

luggage

barman

toilet

pageboy

hall porter

note

wallet

grill

coach

engaged

reverse-charged call
tin

sweets

car hire

bill / cheque

crisps

receptionist

cupboard / wardrobe
cloth-peg

coffee bar
, ,
cash on delivery
public toilet

put through

biscuit

corn flour

overalls
-
nappy

210

American
dolly
downtown
drapes
drug store
elevator
fall
faucet
fill out
first floor
freeway
French fries
garbage / trash
gas
highway
information
mail
movie
movie theatre
one-way ticket
overpass
pants
pocket
railroad
rare
saloons
sanitary napkin
second floor
sidewalk
sink
store
streetcar
subway

British
trolley
city centre
curtains
chemist
lift
autumn
tap
fill in
ground floor
motorway
chips
rubbish
petrol
main road
enquiry
post
film
cinema
single trip (ticket)
flyover
trousers
purse
railway
underdone
pubs
sanitary towel
first floor
pavement
wash basin
shop
tram
underground

Meaning

211

American
take-out
train station
round trip(ticket)
zip code

British
take-away
railway station
return (ticket)
post code

Meaning

212

Alphabet
Telephone Alphabet widely used in Thailand
A
=
Able
B
=
Baker
C
=
Charlie
D
=
Dog
E
=
Easy
F
=
Fox
G
=
George
H
=
How
I
=
Item
J
=
Jimmy
K
=
King
L
=
Love
M
=
Mike
N
=
Nancy
O
=
Oboe
P
=
Peter
Q
=
Queen
R
=
Roger
S
=
Sugar
T
=
Tare
U
=
Uncle
V
=
Victor
W
=
William
X
=
X-ray
Y
=
Yolk
Z
=
Zebra
Example:
Ulla =
Uncle/Love/Love/Able Or
Manes =
Mike/Able/Nancy/Easy/Sugar

Uncle/Double Love/Able

213

Questions
Form and Usage
Yes No Questions and Short Answers
Do I/you/we/they have tickets? Yes, I/you/we/they do.
No, I/you/we/they dont.
Does he/she/it
has a ticket? Yes, he/she/it does.
No, he/she/it doesnt.
Did I/you/we/they/he/she/it have a nice vacation? Yes, I/you/we/they/he/she/it did.
No, I/you/we/they/he/she/it didnt.
There are more verbs used to start the yes no questions: is, am, are, was, were, can, could, may,
shall, should, will, would. For example;
Is she a teacher?
Yes, she is.
No, she isnt.
Am I late for the class?
Yes, you are. No, you arent.
Are they from Spain?
Yes, they are. No, they arent.
Was he here last night?
Yes, he was. No, he wasnt.
Were you there yesterday?
Yes, we were. No, we werent.
Can you tell me about the hotel?
Yes, I can.
No, I cant.
Could you tell me your reason?
Yes, I could. No, I couldnt.
May I have some drink?
Yes, of course. No, I am sorry. We are closed.
Shall I go with you?
Yes, please. No, you shant.
Should she stay longer?
Yes, she should. No, she shouldnt.
Will they come to the party?
Yes, they will. No, they wont.
Would you like some coffee?
Yes, please. No, thank you.
Questions with Question Words
What
Who
What do you do?
Where do you work?
When is your birthday?

Where
Whose

When
Which

Why
How

Im a chambermaid.
I work at Sandy Beach Hotel.
My birthday is May 7, 1973.

214

Why do you study English?


I need it for my job.
Who is your best friend? It is Anna.
Whose is this car?
Mr. Smith is./ It belongs to Mr. Smith.
Which colors do you like?
I like pink.
How much is this shirt?
Its 150 baht.
How many children do you have? I have two, a boy and a girl.
How big is your hotel?
It has 200 guest rooms.

215

Tenses
The Simple Present Tense:

- I clean a bathroom everyday.
- He works in the kitchen.
- Hua Hin is a small city on the gulf of Thailand.
The Present Continuous Tense:
- We are going back home.
- They are singing songs in the function room.
- The sun is rising. Its a beautiful time.
The Present Perfect Tense:

- We have done our job for today.


- I have finished my work in a kitchen.
- The guests have just arrived the hotel.
The Simple Past Tense:

- The plane arrived on time.


- I met here at the airport yesterday.
- We were at the party last night.
The Past Continuous Tense:

- Children were playing when their parents arrived home.


- She broke her leg while she was playing ice-skate.
- He was watching television when I called last night.
The Past Perfect Tense:

- He had left when I came in.


- The guests had finished their meal when the show started.
- We had done all the job when the supervisor passed through.
The Simple Future Tense:

- We will be there on time.


- My supervisor will not allow any one to disturb the guests.
- I am going to clean up the next floor.
The Future Continuous Tense:
- We will be waiting for you at 3 p.m. at the airport.

216

- They will be coming here this evening.


- The guests will be having dinner at 7 p.m. tonight, when we are going to prepare the
show for them.
The Future Perfect Tense:
- By the end of this year, I will have worked here for 10 years.
- By doing so, you will have saved a lot of money.
- He will have finished his report by tomorrow.

217

Base form
Be
Beat
Become
Bend
Break
Buy
Cast
Choose
Come
Cut
Do
Draw
Drink
Drive
Eat
Fight
Find
Fit
Fly
Get
Give
Go
Hang
Have
Hide
Hold
Hurt
Keep
Know
Lay
Lead

Irregular Verbs
Simple Past
Past Participle
was/were
been
beat
beaten
became
become
bent
bent
broke
broken
bought
bought
cast
cast
chose
chosen
came
come
cut
cut
did
done
drew
drawn
drank
drunk
drove
driven
ate
eaten
fought
fought
found
found
fit
fit
flew
flown
got
gotten/got
gave
given
went
gone
hung
hung
had
had
hid
hidden
held
hold
hurt
hurt
kept
kept
knew
known
laid
laid
led
led

Meaning

/
/

/
/

218

Base form
Leave
Lend
Lose
Make
Meet
Pay
Put
Quit
Read
Ride
Ring
Rise
Run
Say
See
Sell
Send
Shoot
Show
Sing
Sleep
Speak
Spend
Stand
Steal
Sweep
Swim
Take
Tell
Think
Throw
Understand

Simple Past
left
lent
lost
made
met
paid
put
quit
read
rode
rang
rose
ran
said
saw
sold
sent
shot
showed
sang
slept
spoke
spent
stood
stole
swept
swam
took
told
thought
threw
understood

Past Participle
left
lent
lost
made
met
paid
put
quit
read
ridden
rung
risen
run
said
seen
sold
sent
shot
showed/shown
sung
slept
spoken
spent
stood
stolen
swept
swum
taken
told
thought
thrown
understood

Meaning

/
(,)

/
/

219

Base form
Unwind
Upset
Wake
Wear
Win
Write

Simple Past
unwound
upset
woke
wore
won
wrote

Past Participle
unwound
upset
woken
worn
won
written

Meaning

220

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