LET'S CHECK IT OUT! 💬
What common assistance hotel guests normally ask?
What assistance do you think the guests are asking for?
DIALOGUE PRACTICE! 🎧
Situation:
Yumi is providing help to the guest with a few requests.
Harry
Yumi
Of course! How can I assist you today?
Harry
I need to set the alarm clock in my room, but I don't know how.
Yumi
No problem. Shall I send someone to show you how to set it?
Harry
Yes, please. Also, I have some laundry that needs to be washed. When can I pick it up?
Yumi
We offer same-day laundry service. Your clothes will be ready by 6 PM. Just in case, please leave them at the front desk.
Harry
Thank you. One more thing, do you have a trouser press in the room?
Yumi
Yes, there is a trouser press available in your room. If you need any help with it, just ask.
Harry
Great. I have a meeting at 8 AM tomorrow, and I want to wake up early.
Yumi
Would you like a wake-up call?
Harry
Yes, that would be perfect. And could you extend my stay by one more night?
Yumi
Let me check. Yes, we can extend your stay. You don’t have to worry about anything.
Harry
Thank you so much. You seem to know everything!
Yumi
I am here to help. If you need anything else, feel free to ask.
COMPREHENSION QUESTIONS
1. What does the guest need help with first?
2. When will the guest’s laundry be ready?
3. What additional service does the guest request for their meeting?
LET'S LEARN! 📖
| What you can say: | What you can hear: |
|---|---|
Shall I send someone to show you how to set it? | I need to set the alarm clock. |
Your clothes will be ready by 6 PM. | When can I pick it up? |
There is a trouser press available in your room. | Do you have a trouser press? |
Would you like a wake-up call? | I want to wake up early. |
Yes, we can extend your stay. | Could you extend my stay? |
LET'S CHAT! 💬
Instruction: Fill in the blanks with the appropriate questions or responses based on the context.
Staff
Guest
Yes, that would be perfect.
Guest
When will my laundry be ready?
Staff
.
Guest
I don't know how to set the alarm clock.
Staff
?
Guest
Could you extend my stay by one more night?
Staff
.
ROLE PLAYING! 🎬
Situation:
The guest needs help with multiple services at the hotel.
Instruction:
Find a partner. One student plays the guest, and the other plays the receptionist. Use words or expressions like "pick up," "wash," "laundry," "trouser press," "set," "alarm clock," "wake up," "meeting," "extend," "don't have to."
| AS A RECEPTIONIST | AS A GUEST |
|---|---|
Greet the guest and offer to send someone to help with setting the alarm clock. | Ask for help with setting the alarm clock. |
Explain the laundry pick-up and return time. | Inquire about laundry services. |
Offer a wake-up call. | Request a wake-up call. |
Confirm the extension of the guest's stay. | Ask to extend the stay. |
LET'S KEEP THE CONVERSATION GOING
- What kind of services do you expect from a hotel during your stay?
- How important is it for hotel staff to speak multiple languages?
- Can you share a situation where you received excellent customer service?
- Have you ever had an unpleasant experience with hotel staff?
Excuse me, I need some help with a few things.