Session

Topic

Target Vocabulary

Practical Communication Chunk

1

The Professional Welcome

Welcome, Receptionist, Guest, Name, Staff, Lobby, Smile, Luggage, ID, Passport, Arrival, Departure, Elevator, Reservation, Assist, Pleasure.

"May I have your name, please?"

2

Taking a Phone Booking

Reserve, Date, Night, Stay, Calendar, Available, Fully booked, Single room, Double room, Twin room, Adult, Child, Number, Spell, Confirm, Hold, Wait, Contact, Phone, Extension.

"One moment, please. Let me check our availability for those dates."

3

Online Reservation Sync

Website, Platform, Booking.com, Expedia, Agency, Voucher, Confirmation, Reference number, Email, System, Upload, Download, Notification, Details, Correct, Incorrect, Modification, Change, Cancel, Policy.

"I see your reservation here in our system. It was made via [Website Name], correct?"

4

Room Types & Features

Standard, Deluxe, Suite, View, Sea view, City view, Balcony, Non-smoking, High floor, Low floor, Accessible, Connecting rooms, Bed, King size, Queen size, Extra bed, Pillow, Blanket, Towel, Hanger.

"We have a Deluxe Room available with a city view. Would you like me to book that for you?"

5

Pricing & Rates

Price, Cost, Rate, Per night, Total, Discount, Tax, Included, Excluded, Deposit, Payment, Currency, Dollar, Euro, Local, High season, Low season, Offer, Special, Package.

"The total cost for three nights, including tax, comes to [Amount]."

6

Payment Methods

Credit card, Debit card, Cash, Terminal, PIN, Signature, Pre-authorization, Receipt, Invoice, Bill, Charge, Refund, Prepaid, Pay on arrival, Swipe, Insert, Tap, Expire, Security code, Currency exchange.

"May I have your credit card for the room deposit, please?"

7

The Check-in Process

Check-in, Registration, Form, Signature, Details, Address, Nationality, Occupation, Purpose, Leisure, Business, Group, Individual, Early check-in, Late arrival, Baggage, Luggage, Bellhop, Trolley, Storage.

"Could you please fill out this registration form and sign at the bottom?"

8

Handling Keys & Access

Key, Card, Electronic, Magnetic, Lift, Elevator, Floor, Stairs, Unlock, Lock, Entry, Security, Loss, Replacement, Activate, Deactivate, Code, Door, Password, Safe.

"Here is your key card. You are in Room 302, which is on the third floor. Use the elevator to your left."

9

Explaining Facilities

Gym, Pool, Spa, Sauna, Restaurant, Bar, Cafe, Lounge, Business center, Laundry, Parking, Garage, Opening hours, Close, Open, Free, Entrance, Floor, Level, Location.

"The swimming pool and gym are located on the second floor. They are open from 6:00 AM to 10:00 PM."

10

Breakfast Service

Breakfast, Buffet, Continental, Full English, A la carte, Serving, Time, Location, Vegetarian, Vegan, Allergy, Gluten-free, Coffee, Tea, Juice, Bread, Egg, Fruit, Cereal, Milk.

"Breakfast is served in the main restaurant from 7:00 to 10:30 every morning."

11

Room Amenities

Air conditioning, Heating, Remote, TV, Wi-Fi, Password, Connection, Mini-bar, Kettle, Fridge, Shower, Bath, Hairdryer, Soap, Shampoo, Iron, Board, Telephone, Mirror, Desk.

"The Wi-Fi password is on the back of your key card folder. It is all in capital letters."

12

Giving Directions (Indoor)

Left, Right, Straight, Opposite, Next to, Between, Corner, End of the hall, Corridor, Lobby, Entrance, Exit, Emergency, First, Second, Third, Ground floor, Basement, Sign, Map.

"To get to the restaurant, go straight past the elevators and it is the first door on your right."

13

Giving Directions (Outdoor)

Map, Street, Road, Avenue, Block, Turn, Cross, Traffic light, Bus stop, Station, Nearby, Far, Walking distance, Taxi, Direction, North, South, East, West, Landmark.

"The nearest subway station is just two blocks away. Turn left when you exit the hotel."

14

Booking Taxis/Transport

Taxi, Cab, Driver, Pick-up, Drop-off, Airport, Shuttle, Schedule, Fare, Distance, Time, Traffic, Luggage, Van, Private car, Rent, Hire, Uber, Terminal, Gate.

"I can call a taxi for you now. It should arrive in about five minutes."

15

Local Recommendations

Recommend, Suggest, Famous, Popular, Restaurant, Museum, Park, Shopping mall, Theater, Sightseeing, Tour, Guide, Ticket, Price, Opening times, Menu, Cuisine, Traditional, Local, Best.

"I highly recommend the Italian restaurant around the corner. It is very popular with our guests."

16

Wake-up Calls & Alarms

Wake-up call, Morning, Alarm, Set, Time, Schedule, Specific, Repeat, Telephone, Ring, Message, Reminder, Early, Prompt, Ensure, Confirm, Note, Log, Request, Duty.

"Certainly. I have scheduled your wake-up call for 6:30 AM tomorrow morning."

17

Laundry & Room Service

Laundry, Dry cleaning, Ironing, Pick up, Return, Bag, Form, List, Hanger, Express, Same-day, Clean, Stain, Room service, Menu, Order, Deliver, Tray, Cart, Extra.

"If you leave your laundry bag outside your door before 9:00 AM, it will be returned this evening."

18

Dealing with Noise

Noise, Loud, Quiet, Music, Party, Neighbor, Complain, Disturbance, Apologize, Check, Resolve, Fix, Immediate, Sorry, Understand, Silence, Volume, Level, Night, Rest.

"I am very sorry for the noise. I will call the room next door immediately and ask them to be quiet."

19

Maintenance Issues

Broken, Not working, Repair, Light, Water, Tap, Leak, Toilet, AC, Remote, Technician, Fix, Call, Wait, Move room, Issue, Problem, Situation, Solved, Report.

"I will send our maintenance technician to your room right away to look at the air conditioning."

20

Housekeeping Requests

Clean, Dirty, Towels, Sheets, Toilet paper, Soap, Refill, Extra, Change, Make the bed, Dust, Vacuum, Service, 'Do Not Disturb', Maid, Housekeeper, Supply, Request, Empty, Trash.

"I will ask housekeeping to bring extra towels and pillows to your room immediately."

21

Handling Angry Guests

Apologize, Sorry, Calm, Listen, Understand, Problem, Mistake, Fix, Manager, Solution, Compensation, Free, Discount, Patience, Right, Wrong, Resolve, Professional, Help, Action.

"I understand why you are frustrated, and I apologize for the inconvenience. Let me see how I can fix this."

22

The Check-out Process

Check-out, Departure, Key return, Final bill, Extras, Mini-bar, Phone calls, Review, Correct, Total, Payment, Method, Tax, Stay, Hope, Enjoyed, Experience, Feedback, Comment, Online.

"Here is your final bill. Did you have anything from the mini-bar last night?"

23

Arranging Future Stays

Next time, Return, Visit, Welcome back, Loyalty, Member, Reward, Points, Future, Book, Directly, Contact, Business card, Website, Follow, Social media, Review, Recommendation, Friend, Family.

"We hope to see you again soon. If you book directly through our website next time, you will get a 10% discount."

24

The Final Farewell

Goodbye, Farewell, Safe trip, Journey, Flight, Airport, Transport, Luggage, Care, Pleasure, Hosting, Service, Assistance, Helpful, Representative, Impression, Professional, Smile, Thank you, See you.

"Thank you for staying with us. We wish you a safe journey home!"