Welcoming. An Overview. Chapter. Make International Calls

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1 Chapter 06 An Overview The front desk or the reception area plays an important role in a hotel, and it is where a good or bad first impression is made on guests. The receptionist is responsible for politely completing the guest check-in procedure, introducing the guest the facilities and services the hotel provides, and offering some useful information about the local attractions. 28 Learning Goals After completion of this unit, you should be able to: 1. Know how to receive or welcome guests. 2. Feel familiar with the English vocabulary that is often used for the hospitality industry. 3. Understand the check-in procedure at the hotel. Cultural Corner SO S English Make International Calls 1. Making interna onal calls can be difficult if you don't have the right informa on to begin with. To make interna onal calls, you must first know the interna onal call prefix, which is a code that allows you to dial outside of the country you're calling from. The next digits you dial are the country code of the place you're trying to call. A er dialing the country code, you must then dial the city or area code. Here is a summary of all the steps: Step 1. Dial the Interna onal Call Prefix Step 2. Dial the Country Code Step 3. Dial the City or Area Code Step 4. Dial the Local Number or Des na on Number Suppose you are trying to make an interna onal call from Taiwan and your des na on number or the local number is in Colchester, UK. We know that 002 is the interna onal call prefix of Taiwan, the country code for UK is 44, and the city code or area code for Colchester is This is all the informa on you need to make the call. All you need to do is to dial It's that simple. 2. Country Codes Code Country Code Country Code Country 1 US, Canada 44 UK 82 Korea 33 France 61 Australia 852 Hong Kong 34 Spain 65 Singapore 886 Taiwan 39 Italy 81 Japan 66 Thailand 038

2 Front Office Manager Assistant Front Office Manager Concierge Unit 2 Incen ve Travel Chapter 6 Bell Captain Night Porter Lift Operator Receptionist Doorman Reservationist Porter Head Cashier Housekeeper Operator Room Attendant Cashier Cleaning Staff 039

3 Dialog: Checking-in 29 Good afternoon, sir! How may I help you? Hello, my name is. I have made a reservation for a single room. May I check in 1 now? Certainly, sir. Would you mind spelling your last name for me, please? Pearson, P-E-A-R-S-O-N. Thank you. Let me see. Yes, Mr. Pearson, you booked a single room for 3 nights. Is that correct? Yes, that's correct. Could you fill in this form, please? No problem. Here you are. Do you have your passport with you? It is our standard procedure to have a look at your ID. Sure. Here it is. That's great. Thank you, Mr. Pearson. Here are your passport and the key to your room. Your room number is 1607, on the sixteenth floor. You can take the elevator 2 at this end of the lobby 3. Breakfast is served from 7 to 10 a.m. at our restaurant, which is on the left-hand side of the reception area. Thank you. I have a meeting tomorrow morning at nine. Could you please give me a wake-up call 4? Of course. What time would you like to get up? About 6: 30, please. No problem. I've set it up for you. Thank you. Do you have any other facilities 5 in the hotel? We have a sauna, an indoor swimming pool, and several conference rooms. You can also use our gym, which is located on the 1st floor, opposite to the elevator. We provide a dry-cleaning service with a local business, too. I see. Thank you very much for the information. You're welcome. Enjoy your stay at our hotel. 040

4 Learn to Use Words Smartly check-in (n.) the process of reporting your arrival at an airport, hotel, etc. elevator (n.) a machine that takes people and things from one level to another in a building or mine Carl British Airways Carl British Airways Candy Hello, I'm travelling with Eva Air. May I check in here for BR068 to London? I'm sorry, but this is not the check-in counter for Eva Air. I see. Do you know where the check-in counter is for Eva Air? It is in Area D on the second floor. Sorry, I'm late. I was stuck in a traffic jam. Edgar Never mind, but we must hurry. I reserved a table for 8 pm. Candy Edgar Where is the restaurant? It's on the eighth floor. Let's take the elevator. 30 Unit 2 Incen ve Travel Chapter 6 lobby (n.) a large area inside the entrance of a public building, often serving as an anteroom Gilbert Donna Gilbert Hello, Donna! I'm going to have a drink with Catherine tonight. Would you like to join us? Of course. Where should I meet you? At the lounge bar of the Hotel California. Donna I don't know where it is. Gilbert Don't worry. At seven I'll come to your hotel and wait for you in the lobby. Donna That sounds good. I'll see you at seven. wake-up call (phrase) a telephone call that you instruct a hotel's front desk to make to wake you up Betty Receptionist I have to get up early tomorrow to go to the International Textile Material Exhibition, but I am afraid that I might oversleep. Would you like me to give you a wake-up call tomorrow? 31 Betty Yes! Please call me at 6 tomorrow morning. Thank you so much. facilities (n.) rooms, equipment, or services that are provided for a particular purpose Chester Stacy Chester Stacy Chester Stacy Hello, Stacy! Hi, Chester! I heard that you just moved into your new accommodations. How is your new place? I'm happy about it. My room has private facilities. Having my own bathroom with a toilet and bathtub is lovely. I am going to have a room warming party on Friday night, and you're invited. Fred and Sally said they'd come around six. Lovely! I'll see you at six. Bye-bye. OK! Goodbye. 041

5 Hotel Facilities fitness center sauna spa jogging track bowling lane tennis court squash court business center casino Turkish bath restaurant golf course night club/bar 042 conference room indoor/outdoor pool coffee shop

6 Activity Promoting Your Hotel Telling symbols: Match the symbols with the correct facility descriptions. 1 Lift 2 Baby-sitting service 3 Bar a g m b c d e h i j k n o p q f l r 4 Parking 5 Valet park 6 Restaurant 7 Messages 8 Information 9 Exchange bureau 10 Swimming pool 11 Laundry service 12 Facilities for the disabled 13 Front desk 14 Medical service 15 Lost and found property 16 Luggage storage 17 Hair salon 18 Coffee shop Unit 2 Incen ve Travel Chapter 6 You are a manager working for a 5-star hotel. You are now invited to promote your hotel at the Kaohsiung International Travel Fair. Please prepare an introduction, in which the location of your hotel and the services and the facilities your hotel provide should be stated clearly. You are the owner of a hotel in an old town famous for its cultural heritage. Prepare a conversation to find out the interests of your guests. 043