Hotel English: Making Requests and Solving Problems
- englishiseasierwithamal.com
- 2 days ago
- 5 min read
Updated: 9 hours ago
Hotel English: Making Requests and Solving Problems
Conversation 1: Requesting Service
Guest: Hello, good morning! I am calling from room 402.
Receptionist: Good morning! How can I assist you today?
Guest: Could I please get some fresh bed sheets sent up to my room?
Receptionist: Of course. Would you like housekeeping to change them for you, or should we just deliver the linens?
Guest: If someone could change them, that would be wonderful. Also, could we get an extra supply of milk and tea bags?
Receptionist: Absolutely. We will replenish your tea station with extra complimentary milk and tea right away.
Guest: Thank you so much for your help!
Receptionist: You are very welcome. Have a great day!
I. Vocabulary:
1. Housekeeping: The hotel staff responsible for cleaning rooms and changing linens.
2. Linen: Fabric items such as bed sheets, pillowcases, and towels.
3. Fresh: Clean, unused, or newly replaced items.
4. Supply: An amount of something that is available for use.
5. Replenish: To fill something up again or replace what has been used.
6. Complimentary: Provided free of charge by the hotel.
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II. Fill in the Blanks
Complete the sentences using the vocabulary words from the list:
housekeeping, linen, fresh, supply, replenish, complimentary.
1. The front desk sent up __________ towels after we finished at the pool.
2. If you run out of coffee, the front desk can __________ your room station.
3. Bed sheets, pillowcases, and towels are all examples of hotel __________.
4. Please call __________ if you need your room cleaned today.
5. The hotel offers a __________ breakfast every morning from 7:00 AM to 10:00 AM.
6. We ran out of toilet paper, so we asked for an extra __________.
III. Odd One Out
Identify the word that does not belong in each group:
1. (a) Bed sheets (b) Blankets (c) Pillows (d) Receptionist
2. (a) Replenish (b) Replace (c) Remove (d) Restock
3. (a) Milk (b) Tea (c) Coffee (d) Linen
4. (a) Complimentary b) Expensive (c) Free (d) No charge
5. (a) Housekeeping (b) Cleaner (c) Luggage (d) Maid service
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Conversation 2: Making a complaint
Receptionist: Front desk, how may I help you?
Guest: Hello. I am staying in room 315, and I am calling to make a complaint about my room condition.
Receptionist: I am so sorry to hear that. What seems to be the issue?
Guest: Housekeeping came today, but they overlooked changing the bed sheets, and they left full bags of dirty garbage right by the door.
Receptionist: That is completely unacceptable. I sincerely apologize for this mistake.
Guest: I expected a clean room, especially given the rate we are paying.
Receptionist: I completely understand your frustration. I will send a housekeeping manager to resolve this immediately, and I would like to offer you a complimentary breakfast voucher for the inconvenience.
Guest: Thank you, I appreciate you resolving this quickly.
I. Vocabulary:
1. Complaint: A statement that you are unhappy or dissatisfied with something.
2. Overlooked: Forgotten or not noticed by the staff.
3. Unacceptable: Not satisfactory; below standard.
4. Trash / Garbage: Waste material or items to be thrown away.
5. Apologize: To express regret or say sorry for a mistake.
6. Resolve: To find a solution to a problem.
7. Compensation: Something (like a discount or upgrade) offered to make up for a mistake.
8. Frustration: A feeling of annoyance or disappointment when a problem occurs.
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II. Answer the following questions based on the dialogue above:
1.What room is the guest staying in?
__________________________________________________________________________
2. What two problems did the guest find in the room?
__________________________________________________________________________3. How did the receptionist react when the guest made the complaint?
__________________________________________________________________________4. Who will the receptionist send to fix the problem?
__________________________________________________________________________5. What compensation did the receptionist offer the guest?
__________________________________________________________________________
III. Choose the correct answer:
Why is the guest calling the front desk?
(a) To ask for late check-out
(b) To report an issue with room cleaning
(c) To order room service for dinner
(d) To extend their reservation
What did housekeeping forget to remove from the room?
(a) Dirty towels
(b) Room service trays
(c) Full garbage bags
(d) Used coffee cups
What word does the receptionist use to describe the room condition?
(a) Overlooked
(b) Acceptable
(c) Unacceptable
(d) Standard
What action will the hotel take immediately?
(a) Move the guest to a new hotel
(b) Send a housekeeping manager to fix the room
(c) Give the guest a full refund for their stay
(d) Ask the guest to clean the room themselves
What form of compensation does the receptionist provide?
(a) Free parking
(b) A room upgrade
(c) A complimentary breakfast voucher
(d) A discount on the night's rate
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Grammar Focus:
Complete the following sentences with the correct form of the "Present Simple Tense":
Conversation 1: Requesting Hotel Services
Guest: Hello, good morning! This (be) __________ room 508. I (have) __________ a quick question about my room.
Receptionist: Good morning! I (be) happy to assist you today.
Guest: The air conditioning unit (seem) __________ to malfunction, and the room (feel) __________ very hot.
Receptionist: Oh! Sorry to hear that.
Guest: Also, the remote control for the TV (need) __________ new batteries because it (do) __________ not work.
Receptionist: I apologize for that inconvenience. Our maintenance technician (know) __________ how to fix both items quickly.
Guest: That (sound) __________ good.
Receptionist: He (visit) __________ rooms on your floor every morning, and (check) __________ if there is any problems.
Guest: Thank you very much! We (appreciate) __________ your prompt help.
Receptionist: You (be) __________ very welcome! Have a great day.
Vocabulary List
Maintenance: The department responsible for fixing broken items or equipment.
Malfunction: To fail to function or work properly.
Remote control: A small device used to operate electronic equipment from a distance.
Inconvenience: A cause of trouble, difficulty, or annoyance.
Thermostat: The control device used to change the temperature in a room.
Promptly: Quickly, immediately, or without delay.
Conversation 2: Making a Hotel Complaint
Receptionist: Front desk, how may I help you?
Guest: Hello. I am staying in room 204, and I [want / wants] to make a complaint about the bathroom.
Receptionist: I [am / are] very sorry to hear that. What [is / are] the problem?
Guest: The shower drain [is / are] completely clogged, so the water [fill / fills] up the tub instantly.
Receptionist: Sorry to hear that.
Guest: On top of that, the bathroom sink [leak / leaks] water onto the floor whenever I [use / uses] it.
Receptionist: That [sound / sounds] completely unacceptable. I sincerely [apologize / apologizing] for the plumbing issues.
Guest: I normally [expect / expects] a fully functioning bathroom when I [pay / pays] for a deluxe room.
Receptionist: I completely [understand / understands]. We [offer / offers] a room upgrade and free breakfast as compensation for this hassle.
Guest: Thank you, I [appreciate / appreciates] your quick action to resolve this.
Vocabulary List
Complaint: A statement that you are unhappy or dissatisfied with something.
Plumbing: The system of pipes and fixtures used for water in a building.
Drain: The opening in a sink or tub where dirty water flows out.
Unacceptable: Not satisfactory; below standard.
Apologize: To express regret or say sorry for a mistake.
Resolve: To find a solution to a problem.
Compensation: Something offered to make up for a mistake or bad experience.
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