LET'S CHECK IT OUT! 💬
What is the guest asking for at the front desk?
How do you think the receptionist will help the guest?
DIALOGUE PRACTICE! 🎧
Situation:
Kenji is addressing and fulfilling the guest's requests.
Sara
Kenji
Of course, I can fulfill that request. I’ll send it to your room in a few minutes. Is there anything else you need?
Sara
Yes, actually. The remote control in my room isn’t working. Can you bring a new one?
Kenji
Certainly, I'll bring a new remote control and a humidifier to your room. Is there anything else I can help you with at present?
Sara
The room smells of smoke. Can you explain why?
Kenji
I’m very sorry about that. We have a strict no-smoking policy, but sometimes guests forget. I’ll send someone to take care of the smell immediately.
Sara
Thank you. Also, could you leave a few extra towels in my room before I go out? I plan to go out in about an hour.
Kenji
Of course, I'll have the towels sent up right away. Anything else?
Sara
One last thing, could you tell me if the spa is open? I want to go for a relaxing massage after my meeting.
Kenji
The spa is open until 9 PM. It’s a great place to relax. If you need any more information or have other requests, please let us know.
Sara
Thank you, you’ve been very helpful.
Kenji
My pleasure! Have a great day.
COMPREHENSION QUESTIONS
1. What does Sara want to borrow from the front desk?
2. Why does Sara ask for a new remote control?
3. What does the receptionist promise to do about the smoke smell?
LET'S LEARN! 📖
| What you can say: | What you can hear: |
|---|---|
Of course, I can fulfill that request. | Could I borrow a...? |
Certainly. Is there anything else I can help you with at present? | Can you bring...? |
I’m very sorry about that. I’ll send someone to take care of the smell. | Can you explain why...? |
Of course, anything else? | Could you leave a few extra towels...? |
My pleasure. | You’ve been very helpful. |
LET'S CHAT! 💬
Instruction: Fill in the blanks with the appropriate questions or responses based on the context.
Staff
Hello, ?
Tourist
Hi, I need to borrow a phone charger, please.
Staff
, I can fulfill that request.
Tourist
Also, the shower in my room isn’t working. Can you send someone to check it?
Staff
Certainly, . Is there anything else I can help you with at present?
Tourist
Could you also provide a few extra towels, please?
Staff
.
Tourist
Thank you, you’ve been very helpful.
Staff
.
ROLE PLAYING! 🎬
Situation:
The guest needs to make several requests at the front desk.
Instruction:
Find a partner. One student plays the guest, and the other plays the receptionist. One will go to the front desk to make several requests. Use words or expressions like "of course," "borrow," "send," "bring," "helpful," "fulfill," "request."
| AS A RECEPTIONIST | AS A GUEST |
|---|---|
Respond to the guest's requests. | Ask the receptionist to borrow (any item you need in your room). |
Promise to send someone to take care of the issues. | Report a problem with one of the things in your room like the Wi-Fi. |
Tell the guest that the item will be sent right away. | Ask the receptionist for another item. |
Express pleasure. | Express gratitude for the quick assistance. |
LET'S KEEP THE CONVERSATION GOING
- Can you share a time when you received exceptional service at a hotel?
- What do you think is the most important quality for a receptionist to have?
- Have you ever had an issue with a hotel room before? How was it resolved?
- If you were a hotel manager, how would you ensure guests have a comfortable stay?
Excuse me, could I borrow a humidifier, please?