INTRODUCTION Conversation in hotelSelf Introduction• Hi…• My name is dhimas What’s your name?• I’m dhimas• I’m from bandung Where are you from?• I come from bandung Where do you come from?• I’m 19 years old How old are you?• I live at kp.parakan jati Where do you live?• I was born in bandung on Feb 24th, 1990 When/where were you born?• I was born in bandung Where were you born?• I was born on Feb 24th, 1990 When were you born?• My hobby is playing football What’s your hobby?• I like playing football (very much)• I wanna be a famous football player What’s your dream?Conversation in hotel
Introducing Others• Helloo…• This is my friend• His name is Rizqy What’s his name?• He is Rizqy Who is he?• He is from Japan Where is he from?• He comes from Japan Where does he come from?• He is 20 years old How old is he?• He lives in bandung at Suci street no.24 Where does he live?• He was born in Japan on June 23rd, 1989 When/where was he born?• He was born in Japan Where was he born?• He was born on June 23rd, 1989 When was he born?• His hobby is playing music What’s his hobby?• He likes playing music (very much)• He wants to be a musician What’s his dream?Conversation in hotel
Greeting GuestsFirst impressions last a life time, or at least until the guests check out, so it is important to make a good first impression. There are numerous expressions that can be used when first greeting people. Some are very formal and appropriate for greeting guests and some are more informal and should only be used with friends or co-workers. Obviously, employees of the hotel industry should use the more formal expressions, however the less formal expressions will also be presented to give learners a well balanced repertoire to choose from. Expressions Conversation in hotel Formal Expressions Good morning (sir/ma’am) Good afternoon (sir/ma’am). Welcome to (name of hotel/shop, etc) Good evening (sir/ma’am) How are you this morning (afternoon, evening, today)? Less Formal Expressions Hello Hi What’s up? How’s it going? Of course, after the greeting, the dialogue must be continued, and what is said then depends on the situation. When interacting with hotel guests that continued interaction usually involves determining what the guest wants or needs. A couple of standards that can be used in the hotel industry are: How can I help you today Ma’am (sir)? Can I be of assistance? How may I assist you? May I assist you with anything? What can I do for you today? Dialogue Staff: Good morning Ma’am. Welcome to the (…Spa) Guest: Thank you. Staff: How can I help you today? Guest: I’m here for a (….massage). Conversation in hotel Practice using the above expressions by having a dialogue similar to the ones above with a partner, one partner taking the role of the guest and the other the role of the staff. For additional practice, switch roles. Practice the dialogue several times, trying to use all of the expressions noted above.
Self introduction speech tutorial including 12 speech topics and a sample outline to write a self introduction for if you have to develop a brief self introduction that tells the audience what you want them to know about you. In other words: tell who you are and what you are about. This page deals with self introduction speech topics for speech class or other public speaking speech opportunities in life for a good first impression. Conversation in hotel Another short speech for introducing yourself is the elevator speech, meant for business purposes. The key question for a succesfull and effective self introduction speech in both occasions is: how much and what information do you want the audience to know about you? Rules of Thumb for Self Introduction SpeechesConversation in hotel Rule number one is: focus on one speech topic. If you have to come up with a very brief 30, 60 second or a somewhat longer – two or three minutes – self introduction, make sharp choices. Do not write an award winning boring autobiography :-) Due to the fact you have to write your speech around one theme, I recommend to develop one aspect of your life. That aspect will tell who you are and what you are about. Some people call this self introduction speech type a one-point speech, because it’s based on one speech idea. Conversation in hotelSample Self Introduction Topics Look at the sample self introduction speech topics and pick out the aspects of your personal life you want to share with the audience. Approach the list below with the who, what, where, why, how and when questions. That’s an effective way to outline your first thoughts.Conversation in hotel 1. What activity has played or plays an important part in your life? Tell the story and distract the message.2. What is your main personal goal?3. What do you like very much?4. What do you hate or dislike?5. Do you have developed a very special skill?6. What is your lifestyle?7. Can you come up with a turning point or milestone in you life?8. What is your hobby or interest in your spare time?9. What is a pet peeve or another very familiar topic you like to talk about, to do or to discuss?10. Where you are from? Do your roots reveal something about yourself that’s new for the audience? That always works in a speech for self introduction.Conversation in hotel Asking and Giving OpinionsAt times, hotel staff may be asked about their opinion of some topic, such as a good place to go shopping or the what they think of a particular tour company. The situation may also occur when a staff may want a guest’s opinion about something, such as the quality of service at the hotel or whether a particular shop had good prices for their merchandise . Look at the expression below that can be used to give or elicit an opinion. Expressions Asking and Giving for opinions Ask : What do you think of (…. The Night Club for live entertainment?)
Give : I think (… it’s one of the best places in town).
Ask : What is your opinion of (… the pizza at Pizza Hut?) Give : In my opinion (…it’s not that good.) Ask : What is your attitude toward (… all the recent development in Thailand?) Give : My attitude toward that is ( … I think it’s being over done.)
Ask : Do you agree that (… Phuket is one of the best vacation spots in the world)?
Give : No, not really, (…it’s too hot at certain times of the year).
Ask : Are you in favor of (… legalized gambling)? Give : Yes, I am. Ask : Do you oppose or favor (…a global currency)? Give : I (…oppose it because…) Dialogue Guest: What did you think of the Saxophone Restaurant in Patong? Staff: If you like jazz, it’s a very good place and the food is pretty good. Guest: In your opinion, do you think that my kids would like to go elephant trekking? Staff: Well, most children seem to enjoy it. Guest: Do you agree that Thailand should legalize gambling? Staff: Actually I do, I think it would generate more tourist dollars and income for the government. Staff: Even though Thai boxing is a Thai national sport, I personally think it’s savage and brutal. Guest: Really, I kind of like it.
Conversation Activities 1. Practice using the above expressions by having a dialogue similar to the ones above with a partner, one partner taking the role of the guest and the other the role of the staff. For additional practice, switch roles. Practice the dialogue several times, trying to use all of the expressions noted above. 2. What are you and your partner’s opinions about these topics? Discuss them
The acting skills of Tom Hanks The movie Titanic Your partner’s hair style The U.N. The honesty of politicians in your country Madonna Plays by Shakespeare The death penalty Exploration of space– worth while or not Your partner’s attire Using cell phones while driving Your English teacher (don’t be rude) Conversation in hotel
Inviting and Refusing
Informal: Would you like to . . . We’re going to . . . . Would you like to come along? There’s a . . . . (tonight). Would you like to go? How about (V+ing) . . . ? Do you want to . . . ? I wonder if you would like to . . . I was wondering if you would like to . . .
Formal: I’d like to invite you to . . . If you have time, I’d like to invite you . . . Would you like to join us for (event) at (time) ? We’d be glad to have you accompany us . . . We’d be delighted/honored to have you as our guest at . . .
1. Do you want to dance? : No thanks. I’m kind of tired right now 2. Would you like to go hiking this weekend? : No thanks. I’m kind of tired right now 3. How about going swimming on Friday? : Sure, I’d love to. What time should we meet? 4. How would you like to play golf tomorrow? : Sounds like a great idea. Where do you want to go?
Telling TimeHave you ever been on vacation and lost total track of time, forgetting not only the date, but the day. That’s a sign of people truly getting away from it all. Hopefully guests will be having such a great time that they may on occasion ask a staff the day or date. Most of the time, however, the guest may be just asking when specific restaurants or facilities open or close within the hotel complex. Below are some common expressions used when talking about days and times.Conversation in hotelExpressions The date is (… January first) Today’s date is ( the first of January) It’s 12:45 PM The time is a quarter to two. Parson me, do you have the time? What’s the date today? Is today the (12th or 13th)? What times does the (… bus leave)? What time would you like (…. the reservation)? What time will you be (… checking in)? I would like to stay from (… Monday through Thursday). Days of the week Monday Tuesday Wednesday Thursday Friday Saturday Sunday Months of the year January February March April May June July August September October November December. Seasons Spring Summer Autumn (fall) Winter Other expressions used with time dawn sunrise morning breakfast noon midday lunch afternoon evening sunset twilight night midnight morning shift day shift graveyard shift When giving dates use ordinal numbers 1st– First 2nd– Second 3rd– Third4th– Fourth 5th– Fifth 6th– Sixth 7th — Seventh 8th– Eighth 9th– Ninth10th — Tenth 11th– Eleventh 12th–welfth 13th — Thirteenth 14th– Fourteenth 15th– Fifteenth 16th — Sixteenth 17th– Seventeenth 18th– Eighteenth19th — Nineteenth 20th– Twentieth 21st– Twenty-first22nd– Twenty-second 23rd — Twenty-third 24th– Twenty-forth25th– Twenty-fifth 26th– Twenty-sixth 27th — Twenty- seventh28th — Twenty-eighth 29th–T wenty-ninth 30th– Thirtieth31st –Thirty-first
Dialogue Guest: Could you tell me the time please? Staff: It’s twenty after two. Guest: What’s today’s date? Staff: It’s March third. Guest: What time is check out? Staff: Check out is at 12:00 PM. Staff: Good afternoon sir. How can I help you? Guest: I would like to schedule a tennis game. Staff: Certainly, what day and time would you like that for? Guest: Do you have time available on Friday morning? About 11:00. Staff: I’m sorry, we don’t have any openings at 11:00, but there is time between 9 and 10:30. Guest: How about 10:30. Staff: Yes sir, could I have your name please. Guest: It’s Howard Johnson, room 1555. Staff: OK Mr. Johnson, we have you scheduled for Friday at 10:30. See you then. Guest: Thanks you, bye.Conversation in hotel
Accepting and RefusingAccepting and refusing politely may depend on what you are asked. For example Would you like some cake? Yes, please.Sure. ThanksOkay. Thank you No, thank youI’d better not.No, but thanks for offering.Would you like to go see a movie? Okay. Sounds good.Sure. I’d love to.Yeah. Good idea No, I’d rather not.I’m sorry, but I can’t.No, but thanks for inviting me.How about some more pie? All right. ThanksLooks good. ThanksDon’t mind if I do. No, thanks.I’m really full. Thanks anyway.Looks delicious, but I’ll have to pass.How about going skiing this weekend? Great. What time?Sounds like fun.All right. When and where? Sorry. I’m busy this weekend.I don’t think I can.How about some other time?
Offering HelpAs a member of the hotel industry you will inevitably find yourself in a situation that requires you to offer help or assistance to a guest. This situation may present itself as an absolute necessity or one of simply polite behavior. In either case, knowing what to say in those situations will hold you in good stead with the guests. At times, you will be in situations that you will offer your help and at other times you may be asked to respond to a guest that has requested help. Look at the expressions below that cover both circumstances.
Expressions When offering help When asking for help Would you like some help? Could you give me a hand? Can I give you a hand? Would you mind helping me out? Do you need any help? Could you help me please? May I offer my assistance? I need some assistance please. Need any help?
Dialogue When offering help Staff: Excuse me ma’am, Could I help you with your bags? Guest: That would be great thanks. Staff: Pardon me sir, but it likes like you could use some help with those packages. Guest: I sure could, thanks. When responding to help Guest: Excuse me, but can you help me? Staff: Of course ma’am, what can I do for you? Guest: Someone just stole my purse off my shoulder outside the hotel. Staff: Are you OK? Guest: Yes, just shaken up a bit. Staff: Why don’t you sit down here and I’ll call the police for you. Guest: Thank you; I appreciate your help. Guest: I don’t understand what the taxi driver is trying to say. Could you translate for me? Staff: Of curse sir, I’d be delighted to help.
Telephone UseThere may be times when hotel staff may have to talk on the telephone with a guest. Some staff may spend the majority of their day on the phone and other staff maybe only on rare occasions. The reason for being on the phone will vary as well. Some staff may be booking rooms, some may be taking orders for room service, and some may be taking a reservation for dinner at a restaurant. Conversation in hotel ExpressionsWhatever you’re doing, there are some expressions that are commonly used. Hello Goodbye Is Mr. _____ there (in)? May I speak to Ms. __________? I would like to speak to Mr. __________. Hold please. I’ll transfer you. I’ll put you through. May I help you? I’ll call back. I got your message. I’m returning your call. Dialogue Staff: VIP Lounge. How can I help you? Guest: Yes, this is Mrs. Turner in room 2110. I’d like to arrange an elephant ride for my daughter. Staff: Certainly ma’am. When would you like to go? Guest: How about 10:00 AM? Staff: Would you also like me to arrange transportation to and from the ride? Guest: That would be great, if it’s not too much trouble. Staff: No trouble at all ma’am. If you could meet me in the VIP Lounge at 10:00 I’ll escort you to the taxi. Guest: Sounds great. I’ll see you then. Staff: See you at 10:00 Goodbye. Staff: Room Service, how can I help you? Guest: Yes, could you send up a BLT, a bag of chips, and an ice tea. Staff: Of course sir, could I have your room number? Guest: It’s 1515. Staff: OK, your order will be there in about 15 minutes. Guest: Thank you, goodbye. Staff: Housekeeping, how can I be of assistance? Guest: Could I have a couple more blankets sent up to my room please. Staff: Of course ma’am. Could I have your room number. Guest: I’m in room 777. Staff: They will be there in 10 minutes. Guest: Thanks. Bye. Staff: You’re welcome, have a good night. Find Your Partner: Telephone SkillsMay I please speak to Jerry? He’s not here right now. May I take a message?I’d like to make a reservation. For how many people?Is this the Animal Defense League? The Animal…what? Sorry, I think you have the wrong number.May I please speak to Maria Shigematzu in Accounting? She just stepped out for a minute. Can I have her call you back?Sorry to bother you but- Do you know what time it is?I’d like to order a large pizza with Canadian bacon and pineapple. Delivery or pick-up?I’d like to place an order for 500 red pens. Sorry, we’re out of red. We should be getting more in next week.I really have to get back to my English homework. Oh, I’ll let you go. Give me a call when you have some time.I’m sorry I didn’t call you last night. I fell asleep early. That’s okay. I wasn’t here any
Describing PersonThere are many ways to talk about physical appearance.
AgeMy grandfather is quite old. In fact, as he has a pension, he is an old age pensioner, or a senior citizen.His daughter, my aunt, is 55, and middle-aged. She has three sons. One is a young adult, at 24 years of age, and the other two are both teenagers. They are 16 and 17. My sister also has two children – one toddler who is a two-year old, and a baby who is 6 months old.BuildPeople are built in all shapes and sizes. There are those who are fat and overweight. Some people are extremely overweight and are obese. Other people are naturally slim, but others look have absolutely no fat on them and are thin, or skinny.Personally, I am stocky – small, but well-built. My father is tall and lean – with very little fat. My sister is short, but wiry – she is quite thin, but muscular. Both my brothers are athletic and well-proportioned. My mother looks like a 1940’s film star. She is curvaceous, with an hour-glass figure.My grandfather is fit for his age and takes plenty of exercise. He doesn’t want all his muscles to get flabby.ColouringMy sister is an English rose – she has fair hair and fair skin. She doesn’t tan easily and has to be careful in the sun. My mother is blonde, also with a fair complexion. I am a red-head – with red hair. Like many other people with a pale complexion, I get freckles from the sun – small brown dots on my face and arms. In contrast, my father has dark-brown hair and he is quite dark-skinned. You are born with a colour – white or Caucasian, black or Asian. People whose parents are of different ethnic origin are mixed-race. Southern Europeans are sometimes described as Mediterranean.FaceFaces, like build, vary a lot. Some people have oval faces – their foreheads are much wider than their chins. Other people have heart-shaped, square or round faces.Features also vary. My grandfather has bushy eyebrows (he has lots of hair!), a hooked nose and high cheekbones. His eyes are large and set quite far apart. My mother has a broad nose, which she hates, as she prefers narrow noses. But she is lucky to have even or regular teeth. My sister corrected her crooked teeth by wearing a brace which straightened them. She has rosy cheeks, small ears and a snub nose, which goes up at the end.I have long, curly hair, though my sister is the opposite, with short, straight hair. Her hair is fine and doesn’t weigh very much, but mine is thick and heavy. My mother’s hair is wavy – in between straight and curly. It’s cut in a bob and she also has a short fringe, where it is cut horizontally across her forehead. My father is losing his hair – in fact he is going bald, which makes him very sad. My brother looks like he is going to lose his hair too Personality and Appearance1.Tell me about your father.What kind of person is he? 2. What does he look like?
3. What does your mother look like?
4. How about your little sister?
Clothing5. What is your brother wearing? 6. What kind of shoes does he have (on)? 7. Is Susan wearing a dress? 8. Anything else? DescriptionWell, he’s very friendly, smart and funny.
He’s young, short and handsome.He has straight black hair and green eyes. She’s tall, thin and beautiful.She has blonde hair and wears glasses. She has curly red hair and a cute smile.Everybody likes her.
He’s wearing light brown pants and an orange t-shirt. Sneakers, and he’s wearing white socks. No. She’s wearing a blue skirt and a yellow blouse. Yes. She’s wearing boots and carrying a purse.
DirectionsAs happens in strange and new places, people get disoriented and may need help finding their way, so guests may frequently ask you for directions. They may ask directions to a restaurant in the hotel complex, the nearest restroom, or a nearby historical site. There are a multitude of expressions that are used when asking for and giving directions. Look at the examples below. Expressions Asking for directions Could you tell me how to get to (… the pool)? How do I find (…StarBucks Coffee Shop)? Pardon me, I’m lost, how do I get to the (…the main lobby)? Which is the best route to (…Phuket Town)? Could you direct me to (…the beach)? Which way do I go to get to (…the hospital)? Giving directions Take this passageway Go up/down the steps On your right/left Turn right/left Take the elevator It’s on the third floor Follow this path Turn right/left at the corridor It’s about 50 meters Go above 3 kilometers Cross the street It’s on your right/left It’s in the middle of the block It’s on the corner Drive south on 4233 It’s next to/ across from/between/in front of Drive to Jackson street and turn left/right
Prepositions of location used when giving directions go straight go to right left cross on your right on your left beside next to behind across from in front of on the corner of (to be very specific NE, SE, NW, SW corners) Point to Remember (suggestions for giving directions) Giving street directions is really very easy when you remember to follow these points. When giving directions you are actually giving two sets of instructions. In the first set- “Go To” – you are telling the listener what street to go to or how far to go. In the second set- “Then”- you are telling the listener what to do when they get there. (turn right/left, go straight, on the left, etc.) Giving even very complicated directions is just a repetition of these two basic steps. Another good idea is to use easily identifiable landmarks; instead of the amount of time to get someplace (time is relative, after all). Easily identifiable landmarks are street lights, stop signs, parks, tall building standing alone, etc. Additional Vocabularysidewalk footpath no through way (road) pedestrian main road street avenue boulevard round about dead end cul de sac pavement Land marks art gallery bridge castle temple cathedral cinema zoo department storemuseum opera post office police station fire station railway bus station train stationtraffic light stop light stop sign T-junction Dialogue Conversation in hotel Guest: Could you tell me how to get to the Spa? Staff: Take this passage-way and go down the steps on your right. At the bottom of the steps there is a wooden bridge. Go over the bridge and turn right. Follow the path until you get to the Spa. It’s about 40 meters from the bridge. Guest: How do I find the Thai Thai restaurant? Staff: Just follow the pathway to the left of the reception desk in the Andaman lobby. The walk-way will take you directly to the Thai Thai Restaurant. Guest: Which way do I go to get to the beach? Staff: From the Bell Desk in the Andaman Lobby, turn left and follow the path on the right and go past the pond and up the steps. From there, walk straight across the beach road, the beach will be right in front of you. Guest: Pardon me, I’m lost, how do I get to the gym? Staff: From the main lobby, walk away from the beach and take the first staircase on your right down. The staircase is next to the portrait center. The gym is on your right at the bottom of the stairs. Guest: Which is the best route to the Phuket City? Staff: Get on the road to Patong and drive north on the 4233. At the end of the beach road in Patong, turn right on the 4029 and drive east. Take the 4029 about 4 kilometers and turn right on the 4020. That road will take you into Phuket city. Conversation in hotelMaking ComparisonsAs a hotel representative you may be asked by a guest to make a comparison between two or more things. For example a guest may want to know which is a better restaurant for local cuisine or which night club has a better live band or which beach is the calmest for swimming. In each of these cases you will be using comparatives and superlatives. Comparatives are used to indicate which of two things is better or worse. Superlatives are used to indicate which of three or more items is the best or worst.Comparatives and superlativesComparatives are formed by either adding -er or -ier to the end of a word (Add -er if the word ends in a consonant. Add -ier if the word ends in a y (change the y to i and add -er) or by adding more or less before the word. A simple rule to follow when deciding whether to use -er (-ier) or add more or less is: if the word is three or more syllables, use more or less. If the word is two syllables or less use -er (-ier ). This rule is a guide only and some words do not follow it. big bigger small smaller heavy heavier busy busier beautiful more beautiful common more common Superlatives are formed by adding -est to the end of the word or by using most or least before the word. The same syllable rule applies here in deciding to use -est or most or least. wise wisest fast fastest quiet quietest simple simplest anxious most anxious diligent most diligent Point to remember When using the superlative you always, always, always use THE before the superlative, for example the best live band, the calmest beach, or the least spicy dish. Dialogue Guest: Which sarong looks better- the blue one or the red one? Staff: I think the blue one suits you better. Guest: Which hotel is the best place to stay at in Phuket? Staff: I think the Hilton Phuket Arcadia Resort and Spa is better. It’s a little more expensive, but it’s closer to the beach and the facilities and accommodations are much nicer. Guest: Which do you think is the most convenient form of transportation in Phuket- Tuk Tuk’s or taxis? Staff: Well Tuk Tuk’s are much easier to find and are a lot cheaper, but taxis are air conditioned. Guest: Where’s the best place to go to listen to live music in Patong? Staff: Well that depends on your taste in music. If you like Jazz and the Blues then the Saxophone Pub and restaurant is the place to go. If you prefer mellower piano music, then Rico’s Piano Bar may be better. It plays music from the 60’s and 70’s. Guest: Which mall is the best place to buy clothes- Central Festival or Lotus? Staff: In my opinion, Central Festival has more variety and better quality clothes than Lotus.Note : three syllable or more adjectives : put ‘more’ in front expensive —– more expensive two syllable adjectives not ending in ‘y’ : put ‘more’ in front stupid —– more stupid two syllable adjectives ending in ‘y’ : replace the ‘y’ by ‘ier’ happy —–happier one syllable adjectives ending in one vowel and one consonant : double the consonant and add ‘er’ big —–bigger other one syllable adjectives : add ‘er’ tall —–taller Exceptionsgood —–better bad —–worse far —–further/farther old —–older/elder little —–less With a few exceptions, adverbs normally add ‘more’slowly —–more slowly easily —–more easily These are the exceptionsearly —–earlier late —–later fast —–faster hard —–harder near —–nearer soon —–soonerConversation in hotel Giving AdviceThere are a number of formulas used when Giving Advice in English. Here are some of the most common:• I don’t think you should work so hard. • You ought to work less. • You ought not to work so hard. • If I were you, I’d work less. • If I were in your position, I’d work less. • If I were in your shoes, I’d work less. • You had better work less. • You shouldn’t work so hard. • Whatever you do, don’t work so hard. ConstructionFormula Verb FormI don’t think you should work so hard. Use ‘I don’t think you should’ the base form of the verb in a statement. You ought to work less. Use ‘You ought to’ the base form of the verb in a statement. You ought not to work so hard. Use ‘You ought not to’ the base form of the verb in a statement. If I were you,If I were in your position,If I were in your shoes, I wouldn’t work so hard. Use ‘If I were’ ‘you’ OR ‘in your position’ OR ‘your shoes’ ‘I wouldn’t’ OR ‘I would’ base form of the verb in a statement (A form of the conditional 2). You had better work less. Use ‘You had better’ (you’d better) the base form of the verb in a statement. You shouldn’t OR You should work less. Use ‘You should’ OR ‘You shouldn’t’ the base form of the verb in a statement. Whatever you do, don’t work so hard. Use ‘Whatever you do’ the imperative.
ComplaintsThere will be inevitable times when guests have a problem about something and will complain about it. Sometimes these complaints will be justified, such as being brought the wrong order in a restaurant or not getting the kind of room that was booked or being over charged for a service. Sometimes the complaints will be unreasonable, such as a guest demanding an up graded room at no extra cost or becoming anger over a short delay. Whether the problem or complaint is justified or not, it must be handled with dispatch and professionalism. The kinds of problems and complaints that hotel employees are likely to encounter are as varied as the guests themselves. Look at a few of these examples. Expressions Possible problems or complaints There are not enough towels in my room. The sink is leaking in the bathroom. This tread mill doesn’t seem to be working properly. How did my child get so dirty? I seem to have misplaced my tennis racket. Has one been turned in? I specifically requested an ocean view, but the room I was given has a view of the pool. This soup is not warm enough. This fish tastes like sour milk. Why is our order taking so long? We have no ketchup at this table. Responses to problems or complaintsI’ll see to that right away ma’am.I’ll correct the situation immediately, sir.I’m so sorry sir; that should never have happened.I’ll take care of that right away sir.I’ll see to it immediately.I’ll see what I can do about it and get back to you. Dialogues Guest: When I first arrived I was assured that a bottle of Chivas Regis would always be in the mini-bar. Well I’m here now and the bottle isn’t. What kind of hotel are you running here anyway! Staff: I sincerely apologize for the oversight sir. We have been exceedingly busy today because of the convention. I’ll have a complimentary bottle delivered immediately. Please accept it with our compliments. Guest: Well, I should hope it would be complimentary. Thank you. Good bye. Guest : This tea is sweetened, and I specifically wanted unsweetened tea. Staff: I’m sorry ma’am. I’ll bring an unsweetened tea immediately. Please excuse the mistake. Guest: No problem, things happen. Staff: Here’s your tea ma’am. Let me know if I can be of further assistance. Enjoy the rest of your meal. Guest: Thank you. Guest: I had reserved a tennis court, but it has has been taken over by someone else. Staff: Yes sir, I understand. But we have a policy that if a party is more than 15 minutes late for a starting time, we schedule the courts for other waiting guests. I’m so sorry for the inconvenience. Would you like to reschedule? Guest: I requested the eggs over hard, these are over easy. Guest: Sorry about that sir, let me make you some more right away. Guest: We ran out of toilet paper. Is it possible to get more? Staff: Of course, ma’am. I’ll send more up immediately. Is there any thing else you require? Guest: Now that you mention it, could you also bring up a six pack of Heineken? Staff: Yes ma’am, I’ll notify room service and have them send some to your room. Guest: That would be great, thanks. Conversation in hotel Making SuggestionsThere are a number of formulas used when making suggestions in English. Here are some of the most common: • Why don’t you / we go to the movies tonight? • You / we could visit New York while you’re / we’re there. • Let’s go to the travel agent’s this afternoon to book our ticket. • What about asking your brother for help? • How about going to Hawaii for your vacation? • I suggest you / we take all the factors into consideration before we decide. Asking for PermissionMany times, hotel staff will find themselves in situations where they will have to take some action that will effect the guest. In these cases, the staff should politely ask the guest for their permission before taking any action. The guest may also ask permission to do something. It is only polite to ask for their permission before doing so. There are several expressions that can use used for asking for permissions. Look at the expressions below. Expressions To ask permission Possible responses Is it OK if . . . I really wish you wouldn’t. Do you mind if . . . No, I don’t mind. Go ahead May I . . . Sure, no problem. Would it be a problem if . . . No problem at all. Would it be OK if . . . No, please don’t I would prefer that you didn’t.Conversation in hotel Dialogue Staff: May I pour you more wine, ma’am? Guest: Sure. Staff: Do you mind if I clean the room now, sir? Guest: Actually, would it be possible for you to come back in half an hour? Staff: No problem, ma’am. Guest: May I borrow you pen. Staff: Absolutely sir, here you go. Guest: Would it be a problem if I left my luggage here for a few minutes? Staff: No problem at all, sir. I’ll, keep on eye on it. Staff: Is it OK if I make a copy of your passport? Guest: Sure, whatever you need.Conversation in hotel