Ari214 - Ingles para Hoteleria II

Vicerrectoría Académica
Cuaderno de Apuntes – 2013
INGLÉS PARA
HOTELERÍA II
Cuaderno de Apuntes de uso exclusivo de los estudiantes del Instituto Profesional AIEP. Prohibida su reproducción. Derechos reservados AIEP.
Estimado Estudiante de AIEP, en este Cuaderno de Apuntes, junto a cada Aprendizaje Esperado que se te
presenta y que corresponde al Módulo que cursas, encontrarás “Conceptos, Ideas Centrales y
Aplicaciones” que reforzarán el aprendizaje que debes lograr.
Esperamos que estas Ideas Claves entregadas a modo de síntesis te orienten en el desarrollo del saber, del
hacer y del ser.
Mucho Éxito.-
Dirección de Desarrollo Curricular y Evaluación
VICERRECTORÍA ACADÉMICA AIEP
Módulo: Inglés para Hotelería II
Interactuar verbalmente en un nivel intermedio - básico del idioma inglés, en forma oral y escrita, produciendo mensajes
de mediana complejidad referidos a distintas situaciones sociales, demostrando capacidad para comprender y utilizar
expresiones familiares y frases fundamentales de uso diario en diferentes contextos, especialmente en aquellos
relacionados a situaciones y servicios dentro de un hotel.
UNIDAD 2
1. Aprendizaje esperado: Producen situaciones orales simples para la generación de conversaciones en el

contexto del bar de un hotel, aplicando las estructuras lingüísticas aprendidas desde el ofrecimiento de
bebidas hasta el proceso de pago.
CONTENIDOS
1. Expresiones para dar la bienvenida

al bar de un hotel.
2. Tragos y bebidas en un bar
3. Medios de pago en el bar de un
hotel.
4. Precios y monedas.
1.1 Facilities and services
When people go abroad or just travel most of them book a reservation in a hotel to spend their days on it.
There are many types of hotels; some of them are very well equipped. They offer many services to their
guests. In this unit you will learn some of the facilities and services that you may find in a hotel.
ACTIVITIES
Look at the chart, read the services and label the pictures
Bar Restaurant Fitness centre Room Service
Car Park Reception Swimming Pool Laundry Service
a)__________________ b) _________________ c) ________________ d) ___________________
e) __________________ f) _________________ g) ________________ h) ___________________
ANSWER KEY
a) RESTAURAN b) CAR PARK

c) ROOM SERVICE d) SWIMMING POOL
e) FITNESS CENTRE f) LAUNDRY SERVICE
g) BAR h) RECEPTION
1.2 Services
Services are usually available to guests within certain periods of time. Look at these examples of services in a
hotel.
Retrieved from: http://www.jdvhotels.com/hotels/california/san-francisco-hotels/hotel-carlton/services-and-amenities
Retrieved from: http://www.millenniumhotels.com/usa/millenniumbroadwaynewyork/hotel-amenities/guest-services.html
Can you name other hotel services?
______________________ ______________________ ______________________
______________________ ______________________ ______________________
1.3 TELLING THE TIME
WHEN WE BOOK A RESERVATION IN A HOTEL IT IS IMPORTANT TO KNOW WHAT TIME YOU CHECK
IN, YOU CHECK OUT, WHAT TIMES A SERVICE OPENS OR CLOSES, ETC.; LET´S REMEMBER HOW TO
TELL THE TIME IN ENGLISH.
WHAT TIME IS IT?
It´s twenty –five to two PM. It´s nine o´clock AM. It´s three to four PM
It´s nine fifty PM. It´s noon (PM) or It´s midnight (AM)
NOW IT´S YOUR TURN!
ACTIVITIES
WHAT TIME IS IT? TELL THE TIME.
10:30 AM 7:45 PM
1)_______________ 2)_______________ 3________________ 4. _________________
ANSWER KEY
1. It´s ten thirty in the morning.

2. It´s a quarter to eight in the evening.
3. It´s ten to five am/pm.
4. It´s three o´clock am / pm.
1.4 SERVICES AVAILABILITY
Here you will find a list of services and their timetable available in the hotel where you work. Pay attention to
the expressions in them.
SERVICES OPENING AND CLOSING TIMES

 Fitness centre open in summer
 Restaurant available until 10:30 pm
 Room service open every day until 10 pm
 Swimming pool open very evening until 10 pm
 Bar by 11 am
 Laundry service 24 hour valet service
 Check-in opens at 4 pm
 Check-out same day
 Parking from 2 pm
DON’T FORGET THAT…

To be clear and polite with guests, you need to use complete sentences:
E.g.
 What time does the bar open? It opens at 11 am
 What time does it close? It closes at 1 am
 When does the bar open and close? It`s open from 11 am to 1 am
 Is it open every day? Yes,it is. / no. It isn`t, I’m afraid
It`s open 7 days a week
It`s open from Monday to Friday
It`s open in Summer/ Winter
ACTIVITIES
I. COMPLETE THE QUESTIONS USING THE WORD IN THE BOX:
AVAILABLE SERVICE OPEN DOES WHAT IS
LATE BY IS OPEN
1. What time ___________ the fitness centre close?.

2. __________ the lastest check-out time , please?.
3. Is the laundry_____________? I need these things tonight.
4. Is room service___________? I know it`s a bit _______________.
5. ________________ the car park locked at night?.
6. When does the bar ______________?
ANSWER KEY
1. DOES 4. AVAILABLE / LATE
2. WHAT IS 5. IS
3. SERVICE OPEN 6. OPEN
COMPLETE THE ANSWERS USING THESE WORDS
LATEST 24 HOUR FITNESS SOME-DAY AVAILABLE
SERVICE OPENS CLOSES AT
A: Yes, sir, room ____________________ is __________________ until 10:30.

B: The __________________ check-out is at 11 am.
C: It ___________________ 4pm.
D: Yes, sir, and there`s ______________ valet parking.
E: The __________________ and sauna ___________________ at 10 pm
F: Yes, madam, there is a _________________ laundry service.
ANSWER KEY
A. SERVICE/AVAILABLE
B. LATEST
C. OPENS
D. SAME-DAY
E. FITNESS/ CLOSES AT
F. 24 HOURS.
NOW MATCH THE QUESTIONS IN 1-6 WITH AN ANSWER FROM A-F:
QUESTIONS ANSWERS
1. What time does the fitness centre close? ______ A: Yes, sir, room service is available
until 10:30
2. What is the latest check-out time, please? ______ B: The latest check-out is at 11 am
3. Is the laundry service open? _______ C:It opens at 4 pm
4. Is room service available? I know it`s a bit late ______ D: Yes, sir, and there is same-day valet
parking service.
5. Is the car park locked at night? _________ E: The fitness and sauna closes at 10
pm.
6. When does the bar open? ________ F: Yes, madam, there is a 24 hours
laundry service.
ANSWER KEY
1. E 4. A
2. B 5. D
3. F 6. C
1.5 EXPRESSIONS USED IN THE BAR OF A HOTEL
The lists below correspond to a set of some common expressions used in the bar of a hotel either by
the barman or the client or guest. Pay attention to them.
1.5.1 Some typical expressions in a bar barman
What would you like to drink? Would you like ice with that?
What can I get you? Are you being served? Who's next?
What are you having? Which wine / beer would you like?
What can I get you? Would you like draught or bottled beer?
Large or small? Whose round is it?
1.5.2 Typical expressions in a bar client
I'll have ..., please. I’ll have the same, please.
A pint of… (lager, bitter, beer) Nothing for me, thanks.
A glass of… (red wine, orange juice, water) Cheers!
No ice, please. It’s my round.
A shot of tequila, please. I’m being served, thanks.
1.6 AT THE BAR – ORDERING DRINKS.
What is next corresponds to a typical situation in the bar of a hotel. Read the instruction below.
ACTIVITIES
I. Read the extract from an ordering drink situation in a bar hotel. Then choose the correct, most natural-
sounding responses according to the context of the conversation.
BARTENDER : What can I get you?
YOU : Hi. What beer do you have (1) _____________?
A) in a barrel B) in a flow C) on tap
BARTENDER : Miller and Foster's.
YOU : I'll have a Foster's, please. Can I run a (2) _____________?
A) Later B) tab C) payment
BARTENDER : No, you'll have to pay as you go.
YOU : No problem. How much (3) ______________?
A) payment B) cash C) do I owe you
BARTENDER : $2 dollars, please.
YOU : Wow! That's (4) ____________!
A) Cheap B) less C) trivial
BARTENDER : It's happy hour. Draught beer is half price until 8:00 PM.
YOU : Great! And do you (5)_______________ food here?
A) Give B) serve C) offer
BARTENDER: Only bar snacks... Would you like some peanuts?
YOU: No, thanks.
ANSWER KEY
1. A (in a barrel)
2. C (payment)
3. C ( do I owe you)
4. A ( cheap)
5. B (serve)
II. Now it is your turn! Complete this conversation contextualized in the bar of a hotel. You are the client.
Situation: You are at the bar of a hotel; you want to ask for a beer.
You : 1.______________________.
Barman : Good evening sir, What can I get you?
You : 2.______________________, please.
Barman : Which beer would you like?
You : 3.__________________________, please.
Barman : large or small?
You : 4.______________________, please.
Barman : would you like anything else?
You : Do you serve food here?
Barman : Only bar snacks…would you like some salted peanuts?
You : Yes, 5.________________________, please.
Barman: Here you have.
You : 6._____________________________________?
Barman : It`s 2 dollars, sir.
You : Wow! That’s cheap!
ANSWER KEY (POSSIBLE ANSWERS)
1. Good evening
2. I´ll have a beer
3. Bitter beer
4. Large
5. I´ll have some
6. How much is it?/ How much do I owe you?
1.7 TAKING BAR ORDERS
Here you will find some examples of how to take bar orders in the hotel where you work:
Offering and describing drinks and beverages in a bar of a hotel
You will find a short list of typical drinks and beverages in a bar of a hotel. Read the instruction below.
ACTIVITIES
Look at the chart, read the names of the drinks and label the pictures with the corresponding number.
Mojito Beer Wine Martini

Champagne Tequila Whisky on the rocks Vodka shots
1. _______ 2. _______
Image taken from: Image taken from:

http://www.fitbie.com/2013/05/10/low-calorie- http://www.huffingtonpost.com/tony-sachs/jack-
cocktails-great-gatsby daniels-sinatra-select_b_3220802.html
3. ______ 4. ______
Image taken from:

Image taken from: http://alpivodka.com/#sophisticated
http://www.iconarchive.com/show/gentle-romantic-
icons-by-artdesigner/champagne-icon.html
5. ________ 6. ______
Image taken from:
Image taken from: http://truvia.com/recipes/mojito
http://lilsparoom.com/2012/07/24/tequila-body-
scrub-health-benefits/
7. ______ 8. ________
Image taken from: http://college- Image taken from:

social.com/msu/2014/01/27/do-you-drink-too- http://www.beer100.com/beercalories.htm
much-wine-find-out/
ANSWER KEY
1. Martini 5. Mojito
2. Whisky on the rocks 6. Tequila
3. Vodka shots 7. Wine
4. Champagne 8. Beer
1.8 TAKING BAR ORDERS: Common Expressions
Some typical expressions in a bar barman
 Good afternoon, madam, what would you like?

 Good evening, sir, what can I get you?
 Would you like ice and lemon in the vodka?
 We have a wonderful local beer…
 We don`t have that type of mineral water… but we do have this one…
 Here you are, sir
Study these stages of a conversation
1. Welcome the guest Good evening, madam._________________________

2. Enquire what would you like? ___________________________
3. Explain the choice we have a wonderful local._______________________
4. Apologize I`m sorry we don`t have that beer_________________
5. Offer an alternative … but we do have this one.______________________
6. Serve the drinks here you are, sir.______________________________
Study these six sentences. Each one is similar to one of sentences 1-6. Write each sentence in the correct
place on the previous exercise.
… But we do have this natural water

Your drink, sir.
What can I get you?
The house cocktail is excellent
Good afternoon, madam
I`m afraid there`s no more of that beer.
ACTIVITIES
Look at this conversation between a bar person and a guest:
A. First, complete the sentences using the words in the box.
Very popular are your we don`t have Can I get you like
ice
Just some ice draught beer Good I`d like this

1. Bar person: ___________ evening, madam.
A) Hi b) hello C) good
2. Bar person: What ___________ you to drink?
A) Would you B) would you can C) can I get
3. Guest: ______________ a large__________, please and a coke.

A) I´d like … drought beer B) nothing for me, thanks C) How much is it?
4. Bar person: I`m sorry, ________ any draught beer.

A) Here you have B) we don´t have C) it´s 20 dollars.
5. Bar person:___________local beer is_________.

A) This / popular B) it´s / good C) that/ is not good.
6. Guest: Ok, that`s _____________.
A) Well B) fine C) terrible
7. Bar person: Would ____________ and lemon in the coke?
A) You want ice B) you like ice C) want like ice
8. Guest: No, lemon, _________________, please.
A) Just some ice B) only ice C) only beer.
9. Bar person: ________________
A) Certainty B) sure C) no problem
10. Bar person: Here ____________ drinks madam.
A) You is B) you have C) you are your
ANSWER KEY
1. C
2. A
3. A
4. B
5. A
6. B
7. B
8. A
9. A
10. C
1.9. PRICES.
How much do you think these drinks are in a hotel bar?
A Martini: $ ______________ A coke: $ ______________
A large whisky: $ ______________ A glass of beer: $ ______________
Look at these examples. Are your prices similar?
Taken from: www.srcf.ucam.org
1.9 PAYING THE BILL
How do you think a guest can pay in a hotel bar? Circle the best alternatives.
 They pay by visa / credit card
 They pay by cheque
 The pay cash
 They charge in to their room.
LIST OF PRICES.
Look at this list of prices in a bar of a hotel, and then complete the dialogues below
SINGLE DOUBLE
 BRANDY $7.50 $14.00
 WHISKY $6.50 $ 12.00
 GIN $6.00 $12.00
 VODKA $6.00 $12.00
 CHAMPAGNE $8.00 $ 16.00
 MARTINI $5.50 $ 10.50
 DRAUGHT BEER $ 3.00 $ 5.50
 BOTTLED BEER $4.00
 FRUIT JUICE $3.00
 TONIC WATER $ 2.00
 COKE $2.00
 MINERAL WATER$ 2.00
1.9.1. TELLING PRICES.
Look at the price list above and complete the conversation, writing prices WITH WORDS.
A: Excuse me. How much is the single whiskey?
B: It’s__________The double one is __________.
ANSWER KEY
A: Excuse me. How much is the martini and draught beer, please? 1. Six dollars and fifty cents /
twelve dollars.
B: The martini is _______________ and the draught beer is ____________.
2. Five dollars/ three dollars
Now complete these 3 more short conversations asking for the price of three more drinks from the list above.
Client : Good evening, could you tell me how much is _________________ and _____________, please?
Bar person: ______________________ and the ________________________.
Client : Excuse, How much is _____________________, please?
Bar person: _________________________________.
Client : Good evening sir, How much is ________________, please?
Bar person : The ______________________________.
ANSWER KEY
POSSIBLE ANSWERS
1. Vodka / champagne / six dollars / eight

dollars.
2. Tonic water / two dollars.
3. Brandi double/ fourteen dollars.
Let’s remember numbers:
1 = one 13 =thirteen 25 = twenty-five 50= fifty
2= two 14 = fourteen 26 = twenty-six 60= sixty
3= three 15 = fifteen 27 = twenty-seven 70=seventy
4=four 16 = sixteen 28= twenty-eight 80= eighty
5= five 17 = seventeen 29= twenty- nine 90= ninety
6 = six 18 = eighteen 30= thirty 100= one hundred.
7= seven 19= nineteen 31 = thirty-one
8 = eight 20= twenty 32= thirty-two
9 = nine 21 = twenty – one 39 = thrity - nine
10=ten 22 = twenty – two 40 = forty
11 = eleven 23 = twenty-three 41 = forty-one
12 = twelve 24 = twenty-four 42= forty-two…
SOME OTHER EXAMPLES
ORDER TOTAL
2 larger beers, 1 whisky, 1vodka $15.00/ fifteen dollars
Gin+tonic, coke,small beer $23.50/ twenty-tree dollars and

fifty cents
Double brandy, rum+ coke, $11.50/ eleven dollars and fifty

tonic cents
Champagne, dry martini $30.00 / thirty dollars
1.10 SERVING CLIENTS
When serving a guest or client in a hotel bar it is very important to show respect. Some polite expressions are:
 Here you are, sir.

 What can I get you, madam?
 Shall I charge it to your room, madam?
 Are you staying in the hotel?
 Lemon with the gin, madam?
 That comes to $ 12.30.
 Could you sign here, please?
1.11 THE BILL
Notice the different ways in which you can say something or ask/give information about the bill. Can you think
of more alternatives?
Can I have the bill, please?

GUEST
THE BILL How much is it?
BAR PERSON That comes to $18.00
GUEST Can I pay by credit card/ cheque?
METHOD OF PAYMENT Are you staying in the hotel?
BAR PERSON
Shall I charge it to your room?
THE TIP GUEST Please keep the change.
BAR PERSON Thank you, sir. / Madam.
Some important grammar reminders to express politeness:
To build a conversation with a guest and complete the payment process, you can use different grammatical
structures:
 Present Simple: We use the present simple to express general statement of no particular time:
How much is it?
DON’T FORGET THAT IN THE SIMPLE PRESENT TENSE, THE SUBJECTS HE/SHE/IT ADD AN –S TO
THE VERB, AND THE AUXILIARY DOES IN NEGATIVE AND INTERROGATIVE STRUCTURES:
AFFIRMATIVE
E.G. HE / SHE / IT PAYS / COSTS / IS / DOES / WANTS
He / She pays the bill by credit card.

It costs three dollars.
NEGATIVE
E.G. HE / SHE / IT DOESN’T PAY / DOESN’T COST / DOESN’T WANT
She / He doesn’t pay by credit card, only cash.
It doesn’t cost three dollars, madam. It costs thirty.
INTERROGATIVE
Does it cost three dollars? Yes, it does. / No, it doesn’t.
Do they cost fifty dollars? Yes, they do. / No, they don’t.
 Present Continuous: We use the present continuous to talk about things happening now or around
now: Are you staying at the hotel tonight?
DON’T FORGET THAT IN THE PRESENT CONTINUOUS FORM WE USE THE VERB TO BE + A VERB
WITH –ING:
E.G. YOU / WE / THEY ARE STAYING AT THE HYATT HOTEL.
ARE THEY STAYING AT THE BLUE PALACE HOTEL?

Yes, they are. / No, they aren’t.
WHERE ARE YOU STAYING?

We’re staying at Madison’s.
SHE/ HE IS STAYING AT THE CROWN PLAZA HOTEL.
IS SHE STAYING AT CROWN PLAZA HOTEL?

Yes, she is. / No, she isn’t.
WHERE IS HE STAYING AT?

He’s staying at the Madison’s.
 Shall: We use “Shall I…?” for polite offers: Shall I charge it to your room?
SHALL IS USED FOR VERY POLITE OFFERS.
ACTIVITIES
I. Writing. Complete these typical questions in a bar of a hotel.
1. GUEST: could / bill/ please?

______________________________________________________________________.
2. GUEST: how / it/ come to?
______________________________________________________________________.
3. GUEST: can / pay/ credit card?
______________________________________________________________________.
4. BAR PERSON: $ 11.90
______________________________________________________________________.
5. GUEST: I / cash
______________________________________________________________________.
6. BAR PERSON: guest/ hotel?
______________________________________________________________________.
7. BAR PERSON: charge/ your room?
______________________________________________________________________.
8. BAR PERSON: room/number?
______________________________________________________________________.
9. GUEST: keep / change
______________________________________________________________________.
10. BAR PERSON: thank / much

______________________________________________________________________.
ANSWER KEY
1. Could you give me the bill, please?
2. How much does it come to?
3. Can I pay by credit card?
4. It´s $11.90
5. Can I pay by cash?
6. Are you a guest in the hotel?
7. Shall I charge it to your room?
8. What is your room number?
9. Thank you very much.
4. .
2. Aprendizaje esperado: Realizan toma de pedidos en el restaurante de un hotel en un contexto

servicial y protocolar, aplicando las estructuras lingüísticas aprendidas, generando situaciones
comunicativas simples.
CONTENIDOS
1. Expresiones para dar la

bienvenida y ubicar a personas
en el restaurant de un hotel.
2. Vocabulario relacionado con
comidas y bebidas en un
restaurant.
3. Modal Would.
4. Uso del verbo “recommend”
para recomendar platos en el
restaurant de un hotel.
2.1 WELCOMING GUESTS, TAKING ORDERS AT A RESTAURANT.
What do you say to guests when they arrive at the hotel restaurant? Well, here you will find some useful
expressions to learn and use.
Being Polite! Waiter or waitress expressions:
Guest
Expressions
 Good evening. Do you have a reservation?
 And your name, please?
 Shall I take your order Sir/ Madam?
 Here is the menu
 Would you like something to drink?
 Would you like an aperitit?
 I´m sorry, we´re fully booked tonight.
 Certainly, I´ll bring it at once
 Yes, please.
 Yes, a table for two…
 No, we don´t have any reservation
 Yes, thank you
 We really would like to order…
2.2 Building the conversations.
Build a conversation using the following sentences.
Sentences:
1. Smith, yes, Mr Smith.
2. The name is Smith.
3. This way please.
4. A non-smoking, by the window.
5. Here´s your table by the window.
6. Yes, we have, a table for four.
WAITER: Do you have a reservation?
GUEST: _______________________________________________________.
WAITER:._______________________________________________________.
GUEST: ________________________________________________________.
WAITER: ______________________________________________________.
ANSWER KEY
Guess: Yes, we have, a table for four. The name is Smith.

Waiter: Smith, yes, Mr Smith.
Guess: A non_smoking, by the window.
Waiter: this way please. Here´s your table by the window.
Build a conversation using the following sentences.
Sentences:
1. So that´s a fruit cocktail and a dry martini.
2. Yes, a dry martini…thank you.
3. Not for the moment.
4. … and a fruit cocktail, please.
5. Would you like anything else?
WAITRESS: Can I get an aperitit?
GUESS: _________________________________________________________.
WAITRESS: ______________________________________________________.
GUESS: _________________________________________________________.
WAITRESS: ______________________________________________________.
ANSWER KEY
waitress: Can I get an aperitif?

Guess:Yes, a dry martini and a fruit cocktail, please. Thank you
Waitress: would you like anything else?
Guess: Not for the moment.
Waitress: So that´s a fruit cocktail land a dry martini.
2.3 FOOD AND DRINKS AT A RESTAURANT.
Here you will find a type of menu in a restaurant.
http://www.tartanfootprint.com/fervent/313
2.4 THE USE OF MODAL “Would” and the verb “RECOMMEND”
Using Would
We use the modal would to show respect and politeness.
Expressions when making requests:
Would you...? Would you open the door for me?

Would you please...? Would you please open the door (for me)?
Would you kindly...? Would you kindly open the door?
Would you mind (Ving )...? Would you mind opening the door?
Would you be so kind as to...? Would you be so kind as to open the door?
Write 5 sentences using the modal would in restaurants situations.
1. __________________________________________________________.
2. __________________________________________________________.
3. __________________________________________________________.
4. __________________________________________________________.
5. ___________________________________________________________.
POSSIBLE ANSWERS:
WOULD YOULIKE TO ORDER?

WHAT WOULD YOU LIKE TO EAT?
I WOULD LIKE TO ORDER SOME PASTA
I REALLY WOULD LIKE SOME IRISH COFFEE
2.4 EXPRESSIONS USED IN THE RESTAURANT WITH THE VERB “RECOMMEND”
Client : What would you recommend from the menu?
Waiter : I highly recommend the steak and chips.
REMEMEBER: Taking orders in a restaurant for the starter, asking and recommending, explaining, choosing,
and checking all form a continuous conversation. Look at this example.
2.4.1. Starter:
Waitress: Are you ready to order?
Guest: Yes, the smoked salmon, please.
2.4.2. Main dish (1): asking and recommending.
Waitress: … and to follow, madam?
Guest: I´d like some fish but something light.
What can you recommend?
Waitress: The steamed turbot is very light, or how about the prawns and a salad?
Guest: The turbo, please.
2.4.3. Main dish (2) explaining a dish.
Guest: what is the sole meuniêre?
Waitress: It´s sole lightly baked in oil.
Guest: ok, that´s fine, I´ll try that.
2.4.4. Choosing drinks
Waitress: What would you like to drink?
Guest: Can you recommend a good wine, white preferably?
Waitress: well, the Soave classic Superiore goes very well with the fish.
Guest: Good, a bottle of Soave then, and a small bottle of mineral water.
2.4.5. Checking
Waitress: So, that´s the Sole meuniëre, the steamed turbot, a bottle of Saove Classico Superiore, and a small
bottle of mineral water, thank you.
Complete the restaurant conversation. Use expressions which cover asking and recommending, explaining,
choosing, and checking learnt, and then fill in the blanks.
Waiter: Are you (1)___________________ to order Sir?
Guest: Yes, the(2) _______________________ for me , please.
Waiter: and to(3) ________________________, sir?
Guest: I´d like (4)______________ meat but something(5) _______________.
Waiter: The roast beef is very good sir, or (6)__________________ a piece of steak and a salad?
Guest: The (7)_______________, please.
Guest: what is the roll and chicken ?
Waiter: It`s(8) _______ chicken with some vegetables and a little oil.
Guest: Ok, just the roast beef, please.
Waiter: would you(9) ___________ something to drink , sir?
Guest: Can you(10) ____________________ a good wine, red preferably?
Waiter: well, Gato from Chile is very well, Sir
Guest: Good, a bottle of Gato, (11) ______________.
Waiter: So(12) _____________ the roast beef, a bottle red wine, Gato. Thank you.
POSSIBLE ANSWERS
1. Ready 7. Roast beef
2. Tomato salad 8.rare
3. Follow 9. like
4. Some 10.recommend
5. Well done 11. Red wine
6. How about 12. That´s
3. Aprendizaje esperado: Realizan toma de órdenes en el restaurant de un hotel, solucionando problemas

relacionados con la cuenta, aplicando las estructuras lingüísticas aprendidas, generando situaciones
comunicativas simples.
CONTENIDOS
1. Vocabulario sobre tipos de

postres y sus ingredientes.
2. Modal “would”
3. Uso de estructuras
condicionales con -if para
hacer recomendaciones.
4. Estructuras para solucionar
problemas de manera
protocolar.
3.1 DESSERTS AROUND THE WORLD.
Here you will find a list of typical desserts in different countries.
Cherries Jubilee, England
Ingredients: sugar, water, orange juice, sweet cherries,

Image taken from: orange zest, brandy, vanilla ice cream.
http://www.luckyleaf.com/Recipes/307/Cherries+Jub
ilee+Flambe
Irish creamy rice pudding, Ireland
Ingredients: milk, salt. Rice, sugar, vanilla extract,

evaporated milk, eggs, ground cinnamon.
Image taken from:

http://assyrianrecipes.com/recipe/rice-pudding/
Boston Cream Pie, USA
Ingredients: butter, flour, white suggar, eggs, coconut

flan, vanilla extract, light cream.
Image taken from: http://kalw.org/post/october-23-2013-0
Coconut flan, Brazil
Ingredients: Coconut milk, vanilla extract, eggs,

sweetened condensed milk, whole milk, sugar.
Image taken from:

http://www.marthastewart.com/356005/key-lime-pie
Crème Brûlée, France
Ingredients: Salt, butter, sugar, vanilla bean, heavy

cream, whole milk, eggs yolks.
Image taken from:

http://www.bbcgoodfood.com/recipes/2745/ultimate-crme-brle-
Zabaglione with berries, Italy.
Ingredients: Strawberries, sugar, egg yolks, marsala,

wine.
Image taken from:
http://www.foodnetwork.com/recipes/food-network-
kitchens/zabaglione-with-berries-recipe.html
3.2 VOCABULARY IN CONTEXT.
Waiter: How was the meat, sir?
Guest: Very good.
Waiter: Would you like to see the dessert menu?
Guest. Yes, I´d love to.
Waiter: Would you like a dessert, madam?

Image taken from:
Guest: Oh, just something light, what can you recommend? http://spryliving.com/recipes/gluten-dairy-free-
tiramisu/
Waiter: How about the fresh fruit salad or some ice cream?
Guest: The fruit salad sounds fine.
Waiter: And for you, sir?
Guest: What’s tiramisu?
Waiter: It´s a light cake with chocolate, biscuit, cream and marsala.
Guest: Ok, I´ll try that.
3.3 RECOMMENDING ITEMS ON THE MENU.
First conditionals clauses or “If-“ clauses are also used to suggest different dishes to the guest:
Present simple in the “If- clause”: If you use present simple in the “if- clause” you are suggesting or
recommending something in general.
For example: “IF you like milky coffee, try the cappuccino”
“IF you prefer something light, the fruit salad is very popular”
“IF you prefer something sweet, chocolates desserts are perfect”
The use of “would” in the “If- clause”: If you use would in the If clause you are suggesting or
recommending something in particular.
For example: “IF you would like something very English, I can recommend cherries Jubilee”.
“IF you would like something very tropical, I can recommend Brazilian coconut flan, it is
sweet and refreshing”
If + subject pronoun+ present simple recommending something in general, not specific
IF YOU PREFER…
If+ subject pronoun+ would+ like recommending a very specific dish, desserts, etc.
3.4 RECOMMENDING DISHES
You can recommend dishes to a client using verbs like: TRY / SUGGEST/ CAN SUGGEST / RECOMMEND.
EXAMPLES:
1. If you prefer some coffee, try the espresso.
2. If you´d like something very French, I can recommend the Crême Brûlee.
3. For a hard cheese, try the Irish or English cheddar.
4. If you prefer something light, the fruit salad is very popular.
5. The Irish coffee is just right, if you like whiskey in your coffee.
6. For a typical American dessert, I suggest the Boston cream pie.
3.5 TALKING ABOUT PAYMENT, TIPS AND SAYING GOOD-BYE.
Paying the bill:
W: Was everything all right, sir?
G: The Crême Brûlee was delicious
G: Can I have the bill, please?
G: Oh, and can I pay by Visa?
W: We accept all types of credit cards.
G: Excuse me. Is this item correct?
G: I thought we had only one bottle of wine.
W: Oh, I´m very sorry, sir, I´ll check that for you.
W: Here you are, we´ve corrected the mistake.
G: Is service included?
W: Yes, sir, It´s included.
W: We hope to see you soon.
3.6 PAYING FOR YOUR MEAL EXPRESSIONS
“Could we have the bill, please?”
“Can I pay by credit card?”
“Keep the change”. (If you pay by cash and want to leave a tip)
3.7 WHAT IF YOU THINK YOUR BILL IS WRONG?
“Could you check the bill for me, please? It doesn`t seem right”.
“I think you may have a mistake with the bill”
3.8 CORRECTING A MISTAKE
“ How was your meal?”
“ The dish was a little cold”
“I don´t think this is right”
“Excuse me, sir, I¨ll go and check”
“Oh, I´m terribly sorry”.
“Here is the correct bill, sir”.
“Do come back again.”
“I´m very sorry, I´ll correct that”.
“Sorry, sir, it´s our mistake”.
“Yes, It´s included. / No, it isn´t, the normal service charge is 10%”
“Yes, it´s included. / No, it isn´t, it´s 19,5%”
VERBAL TENSES: PRESENT PERFECT, PAST SIMPLE AND FUTURE SIMPLE.
Present Perfect: “We´ve corrected the mistake” This
verbal tense expresses a past action with a clear result in the present.
Past simple: “Was everything all right, sir? This verbal
tense expresses a complete past action.
Future Simple: “I´ll correct that mistake” here Will
(future simple) expresses a decision made at the time of speaking.

Image taken from:
http://www.realsimple.com/work-
life/etiquette/manners/help-parents-financially-
00000000034081/
4. Aprendizaje esperado: Produce situaciones orales y escritas simples para sugerir lugares para visitar en
una ciudad al huésped de un hotel, aplicando las estructuras lingüísticas aprendidas, generando sugerencias
como situaciones comunicativas simples.
CONTENIDOS
6. Lugares turísticos en una ciudad.

7. Uso de must, should y could para
describir ciudades y lugares.
8. Comparativos y superlativos.
4.1 PLACES TO VISIT
HAVE YOU VISITED SAN CRISTOBAL’S PEAK?
Suggesting places that the guests might visit in the city.
GUESTS EXPRESSIONS:
Hello, can you help me? We´ve have a few hours free this
afternoon and we´d like to see some of the sights.
What do you suggest we visit?
We´d like to visit some of nature of the city/ art

galleries/parks/ shopping centers
Can you recommend some places to go?

Image taken from:
http://www.michiganquarterlyreview.com/2013/04/every
Could you tell me where I´ll find a really good tour of the
body-hates-tourists/
city?
Where is the Bellas Artes museum / Teatro Municipal de Santiago?
That sounds great, thank you.
Thank you very much.
EMPLOYEE EXPRESSIONS:
Well, sir / madam, Santiago is full of great places to visit museums, art galleries, San Cristobal Hill, La Moneda
Palace, Forestal Park, shopping centers.
Do you have any particular interest?
Certainly, madam Santiago is full of very interesting places to go.
I´ll show you a few here on the brochure.
San Cristobal´s peak the view from the top is one of the best in the city.
You could go shopping on Kennedy Avenue, It is Arauco park shopping centre.
Why not go to…?
Here´s a brochure for you.
4.2 SUGGESTING PLACES TO VISIT: MODALS VERBS
MUST / COULD / SHOULD
1. You could spend the afternoon in the Bellas Artes museum.
2. You must go to the free concert in Forestal Park.
3. You shouldn´t miss the view from the top of San Cristobal´s peak.
Must /could /should are not followed by to prepositions. Look at the examples above.
Complete these shorts conversations in which you are the employee and a guest from your hotel wants to visit
the city. Use these prompts: Modals verbs must, should and could.
1.
Guest: Excuse me. Can you help me? I really would like to visit the city. Can you recommend some places to
go?
Employee: Certainly, madam, Santiago is full of very interesting places to go. You _____________ like the
trip to San Cristobal, and you __________________ miss the peak, the view from the top is one of the
best in the city.
Guest: Is Neruda´s house open today?
Employee: Oh, yes indeed, madam. It´s open from 9:30 to 17.00 hrs in the afternoon. And it´s located beside
the hill.
Guest: Sounds great, thanks.
Employee: you´re welcome.
2.
Guest: hello, can you help me? Can you recommend places to visit in Santiago, please?
Employee: Well, sir, Santiago is full of interesting places. Do you have any particular interest?
Guest: well, yes, art. I´d like to visit some famous art galleries. And I´d like to go for a walk.
Employee: You´ve come to the right place, sir, you _______________ go to Bellas Artes, it´s a traditional art
gallery place, not very far from here. And after that, you _____________ walk along the Forestal
Park. It´s right there.
Guest. Thank you very much.
Employee: You´re welcome, sir.
POSSIBLE ANSWERS:
Conversation 1:
Would/ shouldn´t
Conversation 2:
Must / could
4.5 SANTIAGO IS ONE OF THE BEST CITIES TO KNOW: COMPARATIVES AND SUPERLATIVES
FORMS
ADJECTIVES: Adjectives are used to describe people, objects or things. There are two types of adjectives:
short and long:
Short adjectives: Short adjectives are one or two syllable words. Examples: tall, big, short, pretty, small, far,
near, etc.
Long Adjectives: Long adjectives are two or more syllable words. Examples: beautiful, interesting, amazing,
perfect, popular, etc.
4.6 COMPARATIVE FORM OF ADJECTIVES
Comparative forms are used to compare two or more objects, people or things.
Example: Santiago de Chile is BIGGER THAN Concepcion.
bigger than: comparative form
Short adjectives in the comparative form take –er than .
SHORT ADJ COMPARATIVE FORM
Small smaller than
Pretty prettier than
Tall taller than
Close closer than
Far farther than
near nearer than
safe safer than
Comparative forms of long adjectives:
LONG ADJ COMPARATIVE FORM
Expensive more expensive than
Popular more popular than
Beautiful more beautiful than
Amazing more amazing than
Interesting more interesting than
Exciting more exciting than
Relaxing more relaxing than
Modern more modern than
Crowded more crowded than
4.7 SUPERLATIVE FORMS OF ADJECTIVES
SHORT ADJ SUPERLATIVE FORM
Big the biggest
Small the smallest
Pretty the prettiest
Tall the tallest
Close the closest
Far the farthest
near nearer than
safe safer than
Superlative form of long adjectives:
ADJECTIVES COMPARATIVE FORM
Expensive the most expensive
Popular the most popular
Beautiful the most beautiful
Amazing the most amazing
Interesting the most interesting
Exciting the most exciting
Relaxing the most relaxing
Modern the most modern
Crowded the most crowded
Write sentences to describe Santiago. Follow the examples.
EXAMPLE:
1. Santiago is busier in summer than in winter.
2. It is more popular with young foreigner people than with old foreigner people.
3. Santa Lucía Hill is farther from Baquedano Station than San Cristóbal hill.
4. It’s safer to go downtown in a group than to go alone.
5. Now days, Santiago has become one of the most crowded city in South America.
1.__________________________________________________________________.
2.__________________________________________________________________.
3.__________________________________________________________________.
4.__________________________________________________________________.
5.__________________________________________________________________.
6.__________________________________________________________________.
7.__________________________________________________________________.
8.__________________________________________________________________.
9.__________________________________________________________________.
10._________________________________________________________________.
POSSIBLE ANSWERS
1. Santiago is the most beautiful capital city in South America.

2. Santiago is bigger than Concepcion.
3. It`s more popular in summer than in winter.
4. San Cristobal ´s peak has the most exciting view.
5. Santiago is one of the most exciting cities all around.
6. It´s more expensive than Montevideo.
7. La Chascona is one of the most popular museums in the city.
8. Bellas Artes museum is older than La Chascona.
9. Millenium building is the tallest in the city.
10. Parque Forestal is more popular in young people than in old
people.
5. Aprendizaje esperado:
Producen situaciones orales y escritas simples para responder a solicitudes escritas sobre el precio de
habitaciones e instalaciones para desarrollar una conferencia en un hotel, aplicando las estructuras
lingüísticas aprendidas, generando situaciones comunicativas simples.
CONTENIDOS
1. Monedas internacionales y sus valores.

2. Expresiones para solicitar e informar los precios.
3. Estructura de un correo electrónico para informar
precios.
4. Vocabulario relacionado con el equipamiento de una
sala de conferencias en un hotel.
5. Estructura de una carta para describir y especificar los
servicios de la sala de conferencias de un hotel.
5.1 INTERNATIONAL CURRENCY VOCABULARY
Dollar USA, Canada, Australia, Bahamas, Fiji, Jamaica, New Zealand, Singapore, Taiwan
Yen Japan.
Pound (sterling) UK
Pound Cyprus , Gibraltar, Syria, Egypt.
Euro Germany, Austria, Belgium; Spain, Finland, France, Greece, Ireland, Italy, Luxembourg,
Holland, Portugal, plus the Vatican state, The Principality of Monaco, Andorra, and the
Republic of San Marino.
Franc Switzerland, Cameroon, Chad, Rwanda, Senegal
Yuan China
Rouble Russia
Peso Argentina, Chile, Mexico, Cuba
Dinar Algeria, Bahrain, Iraq, Jordan; Kuwait; Tunisia
Rupee India, Nepal, Pakistan, Sri Lanka
5.2 ENQUIRING INFORMATION TO ASK FOR AND GIVE ROOM RATES
 GUEST EXPRESSIONS:
Hello, is that the San Francisco Hotel?
I´m enquiring about the room rates at your hotel. Could you tell me, please, how much a double room is?
And, you have a number of executive suites, too?
Is there a service charge included in the price?
I´m telephoning to get some information on room rates. What´s the price of a single room, please?
I see, and the suites, how much are they, please?
And does this include breakfast?
And what did you say about VAT?
Yes, of course. I see, thank you very much.
I think I´ve got that singles at 75and 95 and suits at 200, with breakfast and VAT included. (VAT= VALUE
ADDED TAX)
Thank you very much.
I´m just checking the room rates. I have a price list from last year but I expect the prices have changed. How
much are the single rooms this year, please?
And the doubles?
That includes tax and the service charge, I imagine?
OH, I see, that´s doubles from 270 to 330 and breakfast is 18. Oh, and can I get an extra bed if we need one?
Ok, that is fine. Thank you very much.
 EMPLOYEE EXPRESIONS:
Yes, madam, can I help you?
Yes, of course. Well, double rooms or twin rooms are from $ 240 to $ 280 a night.
Yes, we do. The suites range from $ 550 to $ 1,000 per night.
No, madam, the service charge is 15%
$ 280 is the top price. The doubles are from $240 to 280 a night.
You´re welcome.
Yes, good evening , can I help you?
The basic single rooms are & 75. But we do have a superior twin single room for & 95
The suits are & 200 per night.
Yes, madam, the prices includes a full English breakfast and of course the price also includes VAT
That´s right.
VAT is included in the price.
Yes, that´s right, madam
It´s a pleasure
Speaking, how can I help you?
Well sir, the rates have changed slightly since last year. The singles are now from &180 to &240
The twin or double rooms are now & 270 to & 330
Yes, the tax and the service charge are included, but the price doesn´t include breakfast, which is & 18
No, the price of doubles is from & 270 to & 330.
Yes, of course, an extra bed is &45
Now it´s your turn!
Order the following telephone conversation.
_________ You´re welcome.
_________ Yes, madam, can I help you?
_________ And you have a number of executive suites, too?
_________ No, madam, the service charge is 15%
_________ Yes, of course. Well, double rooms or twin rooms are from &370 to &390.
_________ I´m enquiring about the room rates at your hotel. Could you tell me, please, how much a double
room is?
________ Yes, we do. The suites range from & 590 to & 1, 000 per night.
________ Yes, thanks, and the suites &590 to & 1,000.
________ That´s right, and the service charge is 15%.
____1___ Hello, is that the Hill Hotel?
________ I think I have all that. Thank you very much.
________ &370 is the top price. The doubles are from &240 to &370 a night.
________ I see, OK, so That´s doubles &290.
________ Is there a service charge included in the price?
Answer keys
1. Hello, is that the Hill Hotel?

2. Yes, madam, can I help you?
3. I´m enquiring about the room rates at your hotel. Could you tell me,
please, how much a double room is?
4. Yes, of course. Well, double rooms or twin rooms are from & 240 to &
280 a night.
5. And you have a number of executive suites too?
6. Yes, we, do. The suites range from & 550 to &1, 000 per night.
7. Is there a service charge included in the price?
8. No, madam, the service charge is 15%.
9. I see, OK, so that´s doubles &280…
10. & 280 is the top price.The doubles are from & 240 to 280 a night.
11. Yes, thanks, and the suites &550 to & 1,000.
12. That´s right, and the service charge is 15%.
13. I think I have all that. Thank you very much.
14. Your´re welcome.
5.3 FORMAL E-MAILS
Formal emails are emails you write to someone you do not know well. You might write one to make a
complaint, make arrangements give or request information, etc. When you are asked to write one, you will be
given a situation and some information which you have to include. You should use formal language and start
and end the email in an appropriate way.
KEY THINGS TO REMEMBER:
 Make sure you understand the situation.
 Make sure you understand who you are writing to.
 Decide whether your letter should be formal or informal.
 Start and end your letter in an appropriate way.
 Use paragraphs to separate key points.
 Include all the information you are given.
 Use indirect questions.
SOME TYPICAL PHRASES USED IN FORMAL E-MAILS
a) THANK YOU FOR YOUR ENQUIRY
b) Please notice the high and low season rates, if you wish to book by e-mail ( or fax or letter)
c) Please include your credt card number and expire date.
d) If you need more information… please don´t hesitate to contact us.
e) Please find enclose/ attached a list of our room rates.
Example of a formal email
Dear Mr. Smith,
Thank you very much for your enquiry concerning our rates.
We would be very happy to accommodate you in our hotel.
The rates for this season are as follow: The basic single rooms are &75. But we do have a superior twin single
room for &95, too.
The suites are &200 per night. All the prices include a full English breakfast and of course the price also
includes VAT.
We look forward to hearing from you.
Yours Sincerely,
Mr and Mr Brown.
Regents Hotels chains and Spa
SITUATION: Imagine you’re the manager of an important hotel. You have received an email asking for rates
and services.
Write a formal email offering rates and services at the hotel where you work.
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
Answer keys: Possible answers

Dear Mr./ Mrs _______,
Thank you very much for your enquiry concerning our rates and services.
We would be happy to accommodate in our hotel.
Hill and Spa Hotel offers a great range of services with several rates . Suites from $ 390 to $1000 per
night.
If you want to spend a weekend in our hotel, we offer special discounts
including extra services, that is to say gym, spa and the pool.
If you require any further information please contact us at 09-2345-567 or 02-3456-6789. And we will
deal with your enquiry immediately.
We look forward to hearing from you,

Yours sincerely,
Brown and Brown
Hill and Spa Hotel
Manager.
5.4 WE CAN SUPPLY ALL THE LATEST AUDIO-VISUALEQUIPMENT
VOCABULARY OF ITEMS USED AT CONFERENCES IN A HOTEL.
Flip chat Large screen
Image taken from:

Image taken from: http://www.meetings- http://blog.svconline.com/briefingroom/2011/02/15/epson-
conventions.com/Hot- introduces-the-es1000-ultraportable-tabletop-projection-screen/
Ideas/Programming/Message-Board/
Loudspeakers Secretarial Services
Image taken from: Image taken from:

http://blog.svconline.com/briefingroom/wp- http://www.ipdsys.com.au/secretarial.htm
content/uploads/2013/04/JBL_3252N.jpg
Floral Decoration Sound Equipment
Image taken from:

Image taken from: http://72.29.91.104/p- http://ailidaaudio.tradeee.com/trade_view/55804/Hot%20sale%2012%2
special-blessings-bouquet-3345/ 0Channel%20Mixer%20%2B48V%20Phantom%20Power%20SA12-
2%20Mixer.html
Simultaneaous Translators
Image taken from: http://www.oceantranslations.com/services/interpretation/
5.5 LANGUAGE USED TO TALK ABOUT FACILITIES
LETTER STRUCTURE TO DESCRIBE AND SPICIFY SERVICES
Example :
Dear Mr Smith:
Thank you very much for your enquiry concerning our facilities.
We would be very happy to accommodate you in one of our many conference rooms, arranged to suit your
needs. The rooms are very versatile and can easily accommodate up to 150 people.
The weekend of 3-5 November will be a very busy weekend due to the November Festival, so I would advise
you to Book early.
We provide a full range of studio-visual facilities and a full simultaneous translation service. Please find
enclosed our conference pack, giving full details of all the conference services, including prices, plus details of
our special rates.
If you require any further assistance please contact me directly and I will deal with your enquiry immediately.
I look forward to hearing from you.
Yours sincerely,
Carlos Alfredo
Manager.
The following is a letter inquiring for conference services in a hotel. Put the parts in the correct order:
____ a.I look forward to hearing from you.
____ b.Yours sincerely
____ c. We provide a full range of audio-visual facilities and a full simultaneous translation service.
Please find enclosed our conference pack, giving full details of all the services.
____ d. Dear Mr. Mendoza
____ e. If you require any further information please contact me directly.
____ f. We would be happy to accommodate you in one of our many conference rooms, arranged to suits
your needs.
____ g. The week 3-8 December will be very busy due to December Festival, So I would advise you to
book early.
Answer keys :
1. Dear Mr. Mendoza

2. We would be happy to accommodate you in one of our many conference
rooms, arranged to suits your needs.
3. The week 3.8 December will be very busy due to December Festival, so I
would advise you to book early.
4. We provide a full range of audio-visual facilities and a full simultaneous translation
service. Please find enclosed our conference pack, giving full details of all the
services.
5. If you require any further information please contact me directly.
6. I look forward to hearing from you.
7. Yours sincerely.
6. Aprendizaje esperado: Producen situaciones orales y escritas simples para tomar reservaciones y
mensajes telefónicos, aplicándolas estructuras lingüísticas aprendidas generando situaciones comunicativas
simples.
CONTENIDOS
1. Tipos de habitaciones en un hotel.

2. Expresiones para ofrecer alternativas a
distintos problemas.
3. Verbos “ leave”, “take”, “give”, “ put
through”, “ call back”, y “hold on” para
tomar mensajes.
6.1. TYPES OF ROOMS IN A HOTEL.
VOCABULARY
SINGLE ROOMS =S DE-LUXE DOUBLE = DA
TWIN ROOM = S2 DOUBLE SUPERIOR = DB
ONE-BED SUIT = FD JUNIOR SUITE= YB
DOUBLE ROOM-ONE BED = D DE-LUXE TWIN = S2A
DOUBLE ROOM-TWIN BEDS = S2D PRESIDENTIAL SUIT = FP
6.2 MAKING RESERVATIONS.
As a hotel receptionist, you may face two different problems when receiving a reservation phone call:
 Dealing with a room booking over the phone where the hotel can´t satisfy the original request, but
offers an alternative.
 Dealing with callers´s requests, apologizing, offering alternatives, revision of days and dates.
Situation 1: The hotel can´t satisfy the request, and an alternative is offered, which the guest accepts.
Dialogue example
Employee : Good morning, Plaza Hotel, can I help you?
Guest : Yes, I phoned last week about a room but I didn´t book anything. Can I make a reservation now?
Employee : Certainly, madam, what kind of room would you like?
Guest : Well, do you still have a single room with bath from the 19th March?
Employee : For how many nights, madam?
Guest : Three nights, from the 19th to the 22sd March.
Employee : I´ll just check, but I think all the singles have gone for that weekend… I´m very sorry, madam, but
we have no more singles for that weekend.
Guest : Oh dear, that´s a pity. I should have booked last week. Do you have any doubles left?
Employee : Let me see, yes, madam, there´s just one double left.
Guest : And how much is it?
Employee : It´s $ 130 per night, not including breakfast.
Guest : I see, and the single is $95.
Employee : That´s right.
Guest : Are you sure that´s all that´s left for that weekend?
Employee : I´m afraid so, there´s quite a demand, especially for singles, with the conference here that
weekend.
Guest : Yes, of course. I´m going to that conference, too. OK, I´d better take the double then.
Employee : Right, madam. And your name, please?
Guest : It´s Mrs. Delaporte, that´s D-E-L-A-P-O-R-T-E.
Employee : Could you please confirm that by fax or e-mail, Mrs Delaporte, and we´ll need a credit card
number and expiry date, please.
Guest : Of course.
Employee : So that´s a double room wit bath from the 19th to 22nd March. We´ll hold the room until 6 PM.
We look forward to seeing you on the 19th.
Guest : Thank you.
Go over the three stages of the conversation: The callers request, the hotel´s apology, and the alternative.
Point out no more singles and the double left.
Employee : I´m very (1) ___________________, madam, but we (2) ____________ no (3) _____________
singles for that weekend.
Guest : Oh, that´s a pity. (4)_________ you have any doubles(5) _____________?
Employee : Let me see, yes, madam,(6) __________________ just one double left.
Guest : And how much (7) ________________?
Employee : (8) ___________ $130 a night, not (9)_____________________ breakfast.
Guest : I see, and the single is $95. Ok, I´d better (10) ___________ the double then.
Employee : Right, madam, and your (11)_______________, please?
Guest : It´s Mrs Delapote, that´s D-E-L-A-P-O-R-T-E.
Employee : Could you please (12)_________________ that by fax or e-mail, Mrs Delaporte, and we´ll need
a (13) _________________ card number and (14)_____________________ date, please.
Guest : Of course. Answer keys
1. Sorry. 9. including
2. Have 10. I’d
3. More 11. take
4. Do 12. name
5. Left 13. confirm
6. There´s 14. credit
7. Is it 15. expiry
8. It´s
6.3 I´M AFRAID THE LINE IS BUSY, WOULD YOU LIKE TO HOLD
When someone calls on the phone but there are difficulties to put the caller through the right person (in this
case, someone calls one of the guests but he/she can’t answer), there are some verbs that can be useful for
the receiver of the call:
HOLD ON, GIVE, LEAVE, PUT THROUGH, CALL BACK, ASK, OFFERS, TAKE
But which situations are these? Let’s take a look:
 The line is busy, caller holds, employee asks for a message.
 There is no reply from the room, caller offers to phone later.
 There is no reply from the room, employee offers to take a message.
 There is no reply from the room, caller asks to leave a message.
DIALOGUE SITUATIONS
1.
Employee : Hello, Plaza Hotel, can I help you?
Caller : Yes, can you put me through to Mr. Mendoza, it´s room 132.
Employee : …I´m afraid the line is busy, would you like to hold?
Caller : OK, I´ll hold.
Employee : … The line´s still busy, I´m afraid.
Caller : I´ll leave a message: will you tell Mr. Mendoza to call Pablo at home?
Employee : Certainly, sir.
2.
Employee : Hello, Plaza Hotel, can I helpyou?
Caller : Yes, good morning, room number 529, please, Angela Morris should be there.
Employee : I´ll put you through… I´m afraid there´s no answer, can I take a message?
Caller : Yes, it´s Mr. Mori, that´s M-O-R-I. I´ll call again later.
3.
Employee : Good morning, Plaza Hotel, can I help you?
Caller : Yes, good morning, can I speak to Bill Preston in suite 2?
Employee : Right, madam, just connecting you. … I´m afraid there´s no

answer, would you like to leave a
message?
Caller : Oh dear, yes, tell him I´ll meet him in the hotel bar at 7 pm.
Employee : And your name, please?
Caller : It´s Paola Neri.
Employee : Could you spell that, please?
Caller : Yes, it´s P-A-O-L-A N-E-R-I.
Employee : Thank you, I´ll make sure he gets the message.
Caller : thank you.
EXERCISES
A. Make questions from the responses given.
1.A:_____________________________________________________________________?
B: Oh dear, yes, tell her I´ll meet her in the hotel restaurant at 5 pm
2.A:_____________________________________________________________________?
B: Yes, it´s P-A-U-L-A S-M-I-T-H
3.A:_____________________________________________________________________?
B:Tell her to call the office as soon as possible, would you?
4.A______________________________________________________________________?
B: Yes, good morning, room number 345, please, Pablo Mendoza should be there.
Answer keys :
1.A: I´m afraid there´s no answer, would you like to leave

a message?
2.A: Could you spell your name, please?
3.A: Can I leave a message?
4.A: Hello, Plaza Hotel, can I help you?
B. Complete these conversations.
1.
Employee : Hello, Hotel Plaza, __________ I help you?
Caller : Yes, can you _____________ me _______________ to Rosemary James, it´s room 213.
Employee : I´m afraid the ______________ is busy, would you like to ____________ ( ___) ?
Caller : OK, I´ll ______________ ( ____)
Employee : The line´s still _____________, I´m afraid.
Caller : In that case I´ll ________________ a message.
2.
Caller : Good morning, can I __________ room 87, please?
Employee : I´m afraid there´s no ___________________, can I ______________ a message?
3.
Caller : Can I ______________to Piere Chatry in suite2, please?
Employee : Right, madam, I´ll ______ you _____________...
There´s _______ answer, would you like to ________________ a message?
Answer keys
1. Can/ put through/line / hold 8 on)/ hold on / busy/ leave.

2. Have/ answer/take
3. Speak/put through/ no/ leave
7. Aprendizaje Esperado:
Producen situaciones orales y escritas para participar activamente del proceso de check-out de un huésped
en un hotel, aplicando las estructuras lingüísticas aprendidas, generando situaciones comunicativas simples.
CONTENIDOS
1. Modal “would”
2. Formas de pago
3. Present perfect + “use”
4. Pasado simple
7.1 THE CHECK OUT
When helping a guest in the check-out process, we may need to use the Present Perfect Tense and the
Simple Past Tense. This is so because we need to make sure which services he used during his stay, and we
also want to enquire about his experience in the hotel.
Let’s remember the use of these tenses and in which situations they might be useful for us:
 PRESENT PERFECT: The Present Perfect Tense is used to indicate an action that started in the
past but is still relevant in the present. It is used with auxiliary verb “have” + another verb in Past
participle
Eg.:
HAVE you USED the mini-bar today? Yes, I have. / No, I haven’t. (haven’t = have not)
HAS Mrs. Mendoza LEFT the hotel yet? Yes, she has already left.
HAVE you PUT my luggage in the car? No, I haven’t yet.
She HASN’T FINISHED her packing yet.
I think you HAVE MADE a mistake.
I think this credit card HAS EXPIRED.
HAVE you GOT your tickets? Yes, I already have.
HAS he PAID the bill? No, he hasn´t yet.
Answer these short questions using your own information:
1. Have you booked a hotel room by telephone?
__________________________________________________________________.
2. Have you got a passport?
__________________________________________________________________.
3. Have you checked a guest out yet?
___________________________________________________________________.
4. Have you paid a hotel bill?
___________________________________________________________________.
 SIMPLE PAST TENSE: Simple past tense is used to indicate that an action began and ended in
the past. It´s a complete action in the past.
Eg.
1. That, madam, is for the car you ORDERED last week.
2. I THOUGHT we only HAD two drinks from the mini-bar.
3. I THOUGHT that we PHONED London only once.
Here are the details of the two calls you MADE.

Image taken from: http://www.poloniapalace.com/default-
4. I´m sure I PAID for the drinks in the lounge. en.html
5. I think your credit card EXPIRED last month.
6. Our records show you ORDERED breakfast from room service. Oh, DID I?
7. I hope you ENJOYED you stay.
Short list of regular verbs in simple past (remember that regular verbs do not change completely in the past,
they just use -ed at the end)
Book booked
Visit visited
Order ordered
Expire expired
Enjoy enjoyed
Advertise advertised
Hope hoped
Short list of irregular verbs in simple past: (remember that irregular verbs change completely in past forms)
Have had
Think thought
Pay paid
Do did
Be was/ were
Know knew
Remember that for negative forms in simple past tense we use DID + NOT (together they’re abbreviated
“didn’t) and the verb keeps its present form.
I DIDN’T BOOK the hotel last week. I forgot!
She DIDN’T PAY the bill by cash. She did it by credit card.
They DIDN’T ENJOY the hotel services.
We DIDN’T USE the swimming pool at the hotel.
EXERCISES
Write six sentences using Simple Past structures, affirmative and negative.
SITUATION: Imagine you were at the Plaza Hotel last week, for a business visit. Describe you stay including
things you did and didn’t do regarding the services at the hotel mentioned.
1._______________________________________________________________________________.
2._______________________________________________________________________________.
3._______________________________________________________________________________.
4._______________________________________________________________________________.
5.________________________________________________________________________________.
6.________________________________________________________________________________.
Possible Answer keys
1. I stayed nights at the Plaza Hotel.

2. I didn´t like the services.
3. It was very expensive, and the services weren`t good enough.
4. They charged extra tax in the bill.
5. The food was fine.
6. Etc.
7.2. CHECKING OUT: Paying the bill
Can you think of three ways in which a guest can pay his/her hotel bill?
_______________________ _______________________ _______________________
Employee : Good morning, sir.
Guest : Good morning. I´d like to check out, please. It´s Mr. Mendoza, 239. Is my bill ready?
Employee : Yes, Mr. Mendoza, here you are.
Guest : Let´s see, $500. Is the service included?
Employee : Yes, sir, it is.
Guest : OK, that looks fine. Can I pay by credit card?
Employee :Yes, of course, sir.
Guest : Is Marstercard OK? Image taken from: http://www.pwd-

wachdienst.de/index.php?id=10
Employee : Of course, sir.
It`s your turn:
Complete this dialogue situation. Mrs Mendoza is checking out her hotel. Use the expressions learn.
Employee : Can I help you, madam?
Guest : Yes, ____________________________________ my bill now, room 445, The name´s Paula
Mendoza. I don´t have my credit cards, I´ll pay cash.
Employee : Here it is, madam. It comes to $400.
Guest : Ah, I don´t think I have __________________________.I´d better pay by ____________.
Employee : We´ll need some identification.
Guest : Oh, yes, is my passport ______________________?
Employee : That´s fine.
Guest : Here ________________.
Employee : Thank you. _________________ you just sign here, ________________?
Possible Answer keys
1. Would like to pay my bill.

2. That much / cheque
3. All right
4. You are
5. Would / please
BIBLIOGRAFÍA
O’Hara, Francis (2002). Be my Guest Student Book. English for the Hotel Industry. Cambridge University
Press.

Ari214 - Ingles para Hoteleria II

Cargado por

Información del documento

Título original

Derechos de autor

Formatos disponibles

Compartir este documento

Compartir o incrustar documentos

Opciones para compartir

¿Le pareció útil este documento?

¿Este contenido es inapropiado?

Copyright:

Formatos disponibles

Ari214 - Ingles para Hoteleria II

Cargado por

Copyright:

Formatos disponibles

Vicerrectoría Académica

Cuaderno de Apuntes – 2013

Dirección de Desarrollo Curricular y Evaluación

VICERRECTORÍA ACADÉMICA AIEP

Módulo: Inglés para Hotelería II

1. Aprendizaje esperado: Producen situaciones orales simples para la generación de conversaciones en el

1. Expresiones para dar la bienvenida

1.1 Facilities and services

Bar Restaurant Fitness centre Room Service

Car Park Reception Swimming Pool Laundry Service

a)__________________ b) _________________ c) ________________ d) ___________________

e) __________________ f) _________________ g) ________________ h) ___________________

a) RESTAURAN b) CAR PARK

Retrieved from: http://www.jdvhotels.com/hotels/california/san-francisco-hotels/hotel-carlton/services-and-amenities

Retrieved from: http://www.millenniumhotels.com/usa/millenniumbroadwaynewyork/hotel-amenities/guest-services.html

Can you name other hotel services?

______________________ ______________________ ______________________

______________________ ______________________ ______________________

1.3 TELLING THE TIME

WHAT TIME IS IT?

NOW IT´S YOUR TURN!

WHAT TIME IS IT? TELL THE TIME.

1)_______________ 2)_______________ 3________________ 4. _________________

1. It´s ten thirty in the morning.

1.4 SERVICES AVAILABILITY

SERVICES OPENING AND CLOSING TIMES

DON’T FORGET THAT…

 What time does the bar open? It opens at 11 am

 What time does it close? It closes at 1 am

 Is it open every day? Yes,it is. / no. It isn`t, I’m afraid

It`s open 7 days a week

It`s open from Monday to Friday

It`s open in Summer/ Winter

I. COMPLETE THE QUESTIONS USING THE WORD IN THE BOX:

AVAILABLE SERVICE OPEN DOES WHAT IS

1. What time ___________ the fitness centre close?.

1. DOES 4. AVAILABLE / LATE

3. SERVICE OPEN 6. OPEN

COMPLETE THE ANSWERS USING THESE WORDS

LATEST 24 HOUR FITNESS SOME-DAY AVAILABLE

SERVICE OPENS CLOSES AT

A: Yes, sir, room ____________________ is __________________ until 10:30.

NOW MATCH THE QUESTIONS IN 1-6 WITH AN ANSWER FROM A-F:

1.5 EXPRESSIONS USED IN THE BAR OF A HOTEL

1.5.1 Some typical expressions in a bar barman

Large or small? Whose round is it?

1.5.2 Typical expressions in a bar client

I'll have ..., please. I’ll have the same, please.

A pint of… (lager, bitter, beer) Nothing for me, thanks.

A glass of… (red wine, orange juice, water) Cheers!

No ice, please. It’s my round.

A shot of tequila, please. I’m being served, thanks.

1.6 AT THE BAR – ORDERING DRINKS.

BARTENDER : What can I get you?

YOU : Hi. What beer do you have (1) _____________?

A) in a barrel B) in a flow C) on tap

BARTENDER : Miller and Foster's.

YOU : I'll have a Foster's, please. Can I run a (2) _____________?

A) Later B) tab C) payment

BARTENDER : No, you'll have to pay as you go.

YOU : No problem. How much (3) ______________?

A) payment B) cash C) do I owe you

BARTENDER : $2 dollars, please.

a)__________ b) _ c) d) ___________

e) __________ f) _ g) h) ___________

__

__

1)_______ 2)_ 3 4. _______

A: Yes, sir, room __ is until 10:30.

3. Guest: ____ a large, please and a coke.

5. Bar person:___local beer is_.

A Martini: $ A coke: $

A large whisky: $ A glass of beer: $