Housekeeping staff
• Guest requests a changing table for a baby
• Guest requests softer pillows
• Guest requests that his room be cleaned only after 3 PM
• Guest requests more shampoo be left in the room
• Guest requests not to have mini bar restocked daily
• Guest requests bathtub be disinfected daily with bleach
Kitchen Staff
Guest requests an omelet with red peppers, Tabasco sauce, and diced carrots
Guest requests a bottle of Dom Perignon Champagne with strawberries and milk for breakfast
Guest requests a 15 item salad with vinegar and oil dressing
Guest requests an angel food cake with blueberry frosting
Guest requests his bacon and sausage be almost burnt
Guest requests a steak with all fat and gristle removed before being cook
Spa
Guest requests a free sample of all products
Guest requests a massage before the normal Spa hours
Guest requests a cup of hot Earl Grey tea, with milk after the massage, instead of the house tea
Guest requests a massage fully clothed
Guest requests a three hour foot massage
Guest requests to change an appointment time
Have a discussion about the types of requests guests make.
Can most of the requests be accommodated?
What is the most unusual request that a guest has made?
Are most guests polite when they make requests - or is it more like a demand?
If a staff goes above and beyond the normal assigned duties to fulfill a
request, how do the quests acknowledge it - do they thank the staff profusely,
commend them to their supervisor, give bigger tips?
Write the correct word on the line that will complete the sentence.
tour
noisy
gym
apron
airline
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get
like
early
seeds
slices
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mind
messy
change
freshly
crib
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working
room
range
shampoo
replace
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Do you _________ changing my __________ reservation?
Could I get a _______ put in my ____________ for the baby?
Could we _____________ rooms? Being so close to the elevator is too ________.
Could you _________ for a ________ to Phi Phi Island for us?
I’d like to ___________ pancakes with bananas and peach ____________ on them?
I would ___________ extra soap and _____________ left in the room.
Could you _____________ the iron? It doesn’t seem to be ______________.
Can I get a ___________ peeled and sliced apple with the _____________ removed?
My child is very__________. Could you make sure my child wears an __________ when painting
Is there any way to have the ___________ open a half an hour _________?
Offering Help and Advice
Read the information and discuss it.
As a member of the hotel industry you will inevitably find yourself in a situation that requires you to offer help or assistance to a guest. This situation may present itself as an absolute necessity or one of simply polite
behavior. In either case, knowing what to say in those situations will hold you in good stead with the guests. At times, you will be in situations that you will offer your help and at other times you may be asked to respond to a
guest that has requested help.
Practise the expressions.
When offering help
Would you like some help?
Can I give you a hand?
Do you need any help?
May I offer my assistance?
Need any help?
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When asking for help
Could you give me a hand?
Would you mind helping me out?
Could you help me please?
I need some assistance please.
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When responding to help
Of course ma'am, what can I do for you?
Oh course sir, how can I help?
Of course, what do you want me to do?
I’d be happy to assist you.
Yes sir, how can I assist you?
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Role play the following dialogues.
Bell Desk Staff
Staff: Excuse me ma’am, could I help you with your bags?
Guest: That would be great thanks.
Guest: I don't understand what the taxi driver is trying to say. Could you
translate for me?
Staff: Of course sir, I'd be delighted to help.
Guest: Oh, thank you. I would really appreciate that.
Engineering/Maintenance Staff
Staff: Would you like me to help you reset the safe combination?
Guest: That would be great thanks.
Guest: Could you set the thermostat to 27°.
Staff: Of course sir, I’d be happy to.
Food and Beverage Staff
Staff: Would you mind holding my dog while I dig some money out of mypurse?
Guest: Certainly ma’am. What’s the dog’s name?
Guest: Could you watch my child for a second while I go get her some ice cream?
Staff: Of course ma’am, I’d be delighted to.
Front Desk Staff
Staff: Could I hold you packages while you sign in?
Guest: Thanks; that would help a lot.
Guest: Excuse me, but can you help me?
Staff: Of course ma'am, what can I do for you?
Guest: Someone just stole my purse off my shoulder outside the hotel.
Staff: That’s terrible. Why don’t you seat down here and I’ll call the policefor you.
Guest: Thank you; I appreciate your help.
Health and Leisure Staff
Staff: Let me help you add some more weights sir.
Guest: Thanks, much appreciated.
Guest: Could you give me a hand?
Staff: Of course sir, what do you need?
Housekeeping Staff
Staff: Pardon me sir, but it looks like you could use some help with thosepackages.
Guest: I sure could, thanks.
Guest: Could you help me set the ironing board and iron please.
Staff: Of course ma’am. Where would you like it set up?
Kitchen Staff
Staff: Would you like some help carrying one of those plates?
Guest: Yes, I really could use four hands.
Guest: Could you assist me in operating this coffee dispenser.
Staff: My pleasure ma’am. You have to press down here.
Spa Staff
Staff: Let me help you with those packages ma’am.
Guest: Thank you, that’s very kind.
Guest: Could you help me take off my shoes. I hurt my back this morning and it’s hurts to bend over.
Staff: Of course sir.
Practice using the above expressions by role playing the following
situations with a partner.
Help a guest move luggage
Help a guest put a box in a trunk
Help a guest use an ATM
Help a guest that had her purse stolen
Help a guest carry a handful of shopping bags
Help a mother carry a baby and push a stroller at the same time
Help a limping elderly man to the elevator
Describing Facilities
Read the information and discuss it.
Most hotels offer their guests many facilities and amenities for their use andenjoyment. The facilities may include pools, sauna and steam room, a number of restaurants, a health center, tennis courts, putting greens, programs for children, a business center, etc. Throughout the course of the day a guest may ask a hotel employee about any one of them. Questions that a guest might have are: does the hotel have a particular facility, where it is located, when are its hours of operation, how much it costs, do the facility staff speak English, etc.
Guests may also ask about facilities or places outside the hotel. Such places may be a diving school, an historical site to visit, a hot night club, or a panoramic vista. The list could be endless. The more knowledgeable a hotel staff is about the local facilities and points of interest, the better service they will be able to give to the guests.
Look at these examples of guest’s requests about facilities
Is there a ….. (sauna at the hotel)?
Which restaurant (…in the hotel has a Western menu)?
Where can we (... see a good live band)?
I am looking for (... a hot night club. Do you know of any)?
Do you know where I can find (... fine jewelry)?
Where's a good place (... to see a movie)?
What is there to do (... here that is different)?
Read the following dialogue, one student reading the role of the guest and the other student reading the role of the staff.
Guest:
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We’re looking for a good restaurant for dinner?
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Staff:
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What kind of food are you interested in?
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Guest:
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Since we are in Thailand, we want to try Thai food.
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Staff:
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The Thai Restaurant is always a good choice.
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Guest:
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Thank you very much. We’ll try it.
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Guest:
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Could you recommend a place to take our kids? They’re getting bored
at the beach.
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Staff:
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There’s a movie theater in Phuket Town at Central Festival they might
enjoy.
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Guest:
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Well maybe. Is there anything else more exciting?
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Staff:
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Lots of kids seem to have a great time at the Go-Cart track.
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Guest:
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No way. That’s way too dangerous.
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Staff:
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Have they ever ridden an elephant?
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Guest:
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No, but is it safe?
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Staff:
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Oh, absolutely. The elephants are well trained and the trainer leads the
elephant along the path. Riders are strapped into the seats with safety
belts, just like in a car. And to be truthful, the rides are not that long-
30 minutes or so.
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Guest:
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That sounds OK.
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Guest:
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I need to check my e-mail. Is there an Internet café near here?
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Staff:
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Certainly, sir. The Business Center at the hotel has Internet access.
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Guest:
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Can I also surf the Internet there? I need to find some information for
a meeting.
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Staff:
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Absolutely sir.
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Guest:
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Can I also save information to a disk or flash memory?
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Staff:
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Of course.
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Guest:
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Do you know what it cost?
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Staff:
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To be honest sir, I don’t really know. But I’m sure it’s a nominal fee.
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Guest:
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Ok, thank you.
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Staff:
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My pleasure, sir.
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Write the correct word on the line that will complete the sentence.
colorful dancing go is snorkeling cinema squash golf island elephant kid parasailing complex tan souvenirs eat should best movie want
I want to go see a 1 _____________. Where’s the nearest 2 ___________?
Where 3____________a good place to 4 _____________ Thai food?
I’m looking for some 5 ____________ for my friends back home. Where 6_______ I go?
Where is the 7 ______________ night club in town to go 8______________?
I need some exercise. Is there a 9_________ court in the hotel 10__________?
I 11 _____________ some excitement. I want to feel the wind in my hair. Where can I go to do some 12 __________________?
I want to sit on the beach and work on my 13__________. Where should I
14_____________?
What’s the best 18 hole 15____________ course on the 16____________?
I want to see some 17______________ fish. Can you arrange a 18___________ excursion?
My 19 ______________ wants to ride an 20____________. Where should I go?
Match the appropriate responses with the questions by putting the correct number of the question on the line.
Where can I get a good work out?
We’re looking for a Thai restaurant. What would you suggest?
Does the hotel have facilities for getting online?
Is it possible to eat by the pool?
Does the hotel have activities for children?
Where can I do some shopping for souvenirs?
I’m looking to try an easy water sport. Do you have any suggestions?
Does the island have any good golf courses?
My kids want to see a movie? Where should we go?
I understand that there are a number of beautiful Buddhist temples on the island. Is that correct?
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Certainly sir, the Business Center can handle all of your needs.
You might try Patong beach road. There are a multitude of shops that cater specifically to tourists.
Absolutely sir; the Kids Club provides planned activities for
children four to twelve.
Yes sir, let me get you a brochure that describes them and their locations.
Well, you could always go on a snorkeling tour. They’re always fun and require little skill.
The hotel gym is available for your convenience.
There is a movie theater at Central Festival Phuket City.
Of course, sir. Would you like me to reserve a tee off time for you?
The Thai Thai Restaurant located by the Lost Horizons pool is always an excellent choice.
Of course sir, just ask any of the pool staff for a menu.
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