LET'S CHECK IT OUT! 💬
How could the broken glass in the picture make a guest's stay at the hotel uncomfortable?
What safety problems do the hotel staff need to fix right away because of the broken glass?
DIALOGUE PRACTICE! 🎧
Situation:
Ayumi is addressing the guest's concerns.
Jacob
Ayumi
I’m very sorry for the inconvenience. Did anyone get an injury from the broken glass?
Jacob
No, but it is absolutely dangerous.
Ayumi
We will send someone to clean it up right away. Is there anything else that needs attention?
Jacob
Yes, the room next to mine is very noisy, and it's awful. I can't sleep.
Ayumi
I apologize for the disturbance. We have strict rules about noise. I will ask the employees to make it as quiet as possible.
Jacob
Thank you. Also, can I get some extra towels sent to my room?
Ayumi
Of course. I will arrange for extra towels to be delivered to your room immediately. Please let me know if there is anything below your expectations, and we will address it immediately.
Jacob
I appreciate your help. This means a lot.
Ayumi
You're welcome. We strive to make your stay as comfortable as possible.
COMPREHENSION QUESTIONS
1. What did the guest find in his room?
2. What other concern did the guest have about the neighboring room?
3. What additional request did the guest make?
LET'S LEARN! 📖
| What you can say: | What you can hear: |
|---|---|
I’m very sorry for the inconvenience. | There is a matter I need to discuss. |
Did anyone get an injury from the broken glass? | I found broken glass in my room. |
We have strict rules about noise. | It is absolutely dangerous. |
I will ask the employees to make it as quiet as possible. | The room next to mine is very noisy and it's awful. |
Please let me know if there is anything below your expectations. | I appreciate your help. This means a lot. |
LET'S CHAT! 💬
Instruction: Fill in the blanks with the appropriate questions or responses based on the context.
Guest
Excuse me, there is an issue I need to discuss.
Staff
?
Guest
No, but it's very dangerous.
Staff
.
Guest
Also, the room next to mine is extremely noisy, and it's been a terrible experience.
Staff
We have strict rules about noise. .
ROLE PLAYING! 🎬
Situation:
The guest finds broken glass in their room and is disturbed by noise from the neighboring room. The receptionist needs to address the issues.
Instruction:
Find a partner. One student plays the guest, and the other plays the receptionist. Use words or expressions like "broken glass," "injury," "strict," "matter," "employee," "absolutely," "noisy," "awful," "as --- as possible."
| AS A RECEPTIONIST | AS A GUEST |
|---|---|
Apologize for the inconvenience. | Explain the problem with the broken glass. |
Ask about injuries. | Express concerns about noise. |
Promise to send someone to clean up the glass. | Request a solution. |
Handle the noise complaint. |
LET'S KEEP THE CONVERSATION GOING
- Have you ever experienced an unpleasant incident in a hotel?
- How important is it for hotels to have strict rules about noise?
- What other issues might guests report to hotel staff?
- How can hotels make sure guests have a good stay even if problems come up?
Excuse me, there is a matter I need to discuss. I found broken glass on the floor in my room.