Where’s afternoon tea? The lobby bar has English style afternoon tea.
Q. 請問退房時間到幾點？ A. 退房最晚是 12 點以前。
What time is check-out? Check-out is anytime before noon.
Q. 停車場在哪？ A. 請搭這部電梯，停車場位在 1F 與 B1 。
Where’s the parking lot? Please use this elevator - the parking lot is on B1.
Q. 吃晚餐是否需要餐券？ A . 不需要餐卷，帶房卡即可。
Do you need a voucher for dinner? You don’t need one. Bring your room card.
Q. 雲品共有幾間客房？ A. 211 間
How many rooms does this hotel have? We have 211 rooms.
Q. 休閒設施在哪裡 ? A. 1 樓
Where are the leisure facilities? The leisure facilities are on the first floor.
Q. 自助餐在幾樓？ A.2 樓
A. What floor is the buffet on? The buffet is on the second floor.
smoked salmon chef Taroko Gorge France hangers mini bar toilet paper lasagna balcony Germany air conditioner quarter to eight gift shop suitcase doorman Sun Moon Lake
Look through all the different words you have written down in the back of your book. How many do you remember? Check with your partner - how many do they know? What can you do to remember new words?
Here are some words you might hear today: shaving - 刮鬍子 materials - 材料 nightgown - 睡衣 razor - 剃刀 hair dryer - 電吹風 light bulb - 燈泡 contact - 聯繫 inform - 可否 sew a button - 縫一個按鈕 too much noise - 噪音太大 amenities - 設施 bedside lamp - 床頭燈 code number - 代號 video - 錄像
Look at these sentences - can you fix them?
bathtub / dirty / is / the
I / a / larger / need / bathrobe
I / room service / twenty / minutes / ordered / ago
next / room / the / people / in / are / the / noisy / too
air conditioner / working / the / correctly / isn’t
Now see if you can match the responses to the complaints
___ No problem, sir - we’ll send one up right away.
___ Thank you for telling us - we’ll send someone up to talk to them.
___ I see. We’ll send housekeeping up to take care of that right away.
___ I’m sorry, I’ll check on your order for you.
___ Thank you for letting us know - we’ll send maintenance up to take care of it.
Questions about complaints:
What is the most common complaint you hear from guests?
What was the first complaint you heard when you started working here? How did you feel? What did you do about it? Did you fix the problem?
Did anyone complain to you yesterday or today? What was it?
Name a complaint that you hear often, but can’t fix. How do you feel?
What do you do if a guest complains too much? What would you like to do?
What is the strangest / funniest complaint you have heard?
What are some of the complaints you would like to make about the guests?
Work with your partner and think of 4 complaints that you hear the most.
Some good responses to complaints I’ll see to that right away ma’am (sir). I’ll correct the situation immediately, sir. I’m so sorry sir; that should never have happened. I’ll take care of that right away sir. I’ll see to it immediately. I’ll see what I can do about it and get back to you. Work together and think of two more responses.
z [ zi ] see [ si ]
hill [ hɪl ] hell [ hɛl ]
bolt [ bolt ] volt [ volt ]
mass [ mæs ] math [ mæ θ ]
leash [ liʃ ] lease [ lis ]
Practice makes perfect and perfect needs practice It's a nice night for a white rice fight. Frank fishes on Friday for a fresh fried fish festival.