LET'S CHECK IT OUT! 💬
What is the guest doing in the photo?
How do you think the receptionist is helping the guest?
DIALOGUE PRACTICE! 🎧
Situation:
Akiko is processing the guest's payment and ensuring his bill is in order.
Mike
Akiko
Good afternoon! Of course. How would you like to pay, by card or cash?
Mike
I'd like to pay by card.
Akiko
Sure. Please insert your card here and press the green button.
Mike
Okay. Done. I hope the magnetic stripe on my card isn't damaged.
Akiko
Thank you. Just a moment while I process the payment. (pause) Your payment is successful. Here's your receipt.
Mike
Thank you. Could you point out if there are any additional items on my bill?
Akiko
Everything seems to be in order. If anything is unclear, please feel free to ask.
Mike
No, it looks good. Thank you for the warm hospitality. I really enjoyed my stay.
Akiko
We are glad to hear that. Thank you for staying with us. We hope to see you again soon.
Mike
I will definitely be back. Have a great day!
Akiko
Thank you, and you too! Have a safe journey.
COMPREHENSION QUESTIONS
1. How does the guest want to pay for his stay?
2. What does the guest hope about the magnetic stripe on his card?
3. What does the guest thank the receptionist for at the end of the conversation?
LET'S LEARN! 📖
| What you can say: | What you can hear: |
|---|---|
How would you like to pay, by card or cash? | I'm ready to check out. |
Please insert your card here and press the green button. | I'd like to pay by card. |
Your payment is successful. Here's your receipt. | Could you point out if there are any additional items on my bill? |
Everything seems to be in order. If anything is unclear, please feel free to ask. | Everything looks good. Thank you for the warm hospitality. |
Thank you for staying with us. We hope to see you again soon. | I will definitely be back. |
LET'S CHAT! 💬
Instruction: Fill in the blanks with the appropriate questions or responses based on the context.
Guest
Good afternoon, I'm ready to check out. Can you help me with my payment?
Staff
Good afternoon! Absolutely. ?
Guest
I'd like to pay with a card.
Staff
Certainly. .
Guest
Alright. Done.
Staff
Thank you. Please wait a moment while I complete the transaction.
.
Guest
Thank you. Can you let me know if there are any extra charges on my bill?
Staff
Everything looks correct. .
ROLE PLAYING! 🎬
Situation:
A guest is checking out and making a payment at the hotel reception.
Instruction:
Find a partner. One student plays the guest, and the other plays the receptionist. Use words or expressions like "damage," "magnetic stripe," "unclear," "feel free to...," "point," "item," "again," "warm," "be back."
| AS A RECEPTIONIST | AS A GUEST |
|---|---|
Ask about the payment method. | Request to check out. |
Guide the guest through the payment process. | Choose a payment method. |
Confirm the payment. | Complete the payment. |
Thank the guest for their stay. | Ask about the bill. |
LET'S KEEP THE CONVERSATION GOING
- What payment methods do you prefer when traveling?
- Have you ever had a problem with a hotel payment?
- What makes you feel appreciated as a hotel guest?
- Why is it important for hotels to provide good customer service during check-out?
Good afternoon, I'm ready to check out. Could you please process my payment?