Parte del segundo parcial de la capacitación en servicios turísticos, para el grupo 302 en la asignatura de atención al huésped de habla inglesa

1. Reservaciones a huéspedes
internacionales en lengua inglesa
How to respond to guests’ request about information on hotel
facilities.
Mtro. CGG. Misael Hernández Vicente

2. Desarrollo de Clase:
• You are going to learn about five
topics in this class:
• Facilities in a hotel
• Receiving guests
• Describing facilities in a hotel
• Filling out of registration forms
• Assign rooms

3. 1.- Talking about hotel facilities
Most hotels offer their guests many
facilities and amenities for their use
and enjoyment.
The facilities may include pools, sauna
and steam room, a number of
restaurants, a fitness center, tennis
courts, putting greens, programs for
children, a business center, etc.

4. Questions that a guest might have are:
Throughout the course of the day a guest
may ask a hotel employee about any one of
them.
• a) Does the hotel have a particular facility?
• b) Where it is located?
• c) When are its hours of operation?
• d) how much does it cost?
• e) Do the facility staff speak English?, etc.

5. Read this vocabulary of various facilities
that guest may inquire about in a hotel.
Restaurant Cafés Spa
Sauna Fitness centers Conference rooms
Squash courts Children’s programs Business centers
Lounges Steam rooms Gift shops
Swimming pools Tennis courts

7. Look at these examples of guest’s requests
about facilities
• 1.- Is there a… (sauna at the hotel)?
• 2.- Which restaurant (…in the hotel
has a Western menu)?
• 3.- What time does the restaurant
open?
• 4.- How Deep is the swimming
pool?

8. What Does Facilities Mean?
Facilities is the plural form of facility.
Facility is defined by the Oxford
dictionary as “place, amenity, or piece
of equipment provided for a
particular purpose”. The American
Heritage dictionary defines it as
“building, room, array of equipment,
or a number of such things, designed
to serve a particular function” or
“something that facilitates an action
or process”.

9. What Does Facilities Mean?
In the hotel industry, facilities can refer to
services that are available to the guests within
the hotel.
Some examples of facilities may include swimming
pools, gyms, spa, bars, restaurants, saunas, etc. All
these facilities serve some practical purpose.
However, facilities may not specifically target
on the comfort or pleasure of the guests; their
main aim is to fulfill guests’ needs.
Facilities can also have different meanings in
different context. For example, facilities can refer
to a restroom in a public place such as a theatre.

10. What Does Amenities Mean?
Amenities is plural of amenity. The term
amenity is derived from Latin amoenitas
meaning pleasant. Amenities refer to
things that contribute to physical or
material comfort.
“A desirable or useful feature or facility of
a building or place “– Oxford dictionary
“Something that conduces to comfort,
convenience, or enjoyment” – Merriam-
Webster dictionary

11. What Does Amenities Mean?
• Hotels offer various amenities to
their guests. Some of these may
include free Wi-Fi, cable/satellite
TV, air conditioning, refrigerator,
personal items such as hair dryers,
shower caps, shampoo, towels, etc.
are some of these amenities.

13. What is the difference between Facilities
and Amenities?
• Definition:
• Facilities refer to a building, room, array of
equipment, or a number of such things,
designed to serve a particular function.
• Amenities are things that conduce to comfort,
convenience, or enjoyment.
• Pleasure and Comfort:
• Facilities may not aim to provide pleasure and
comfort.
• Amenities aim to provide pleasure and comfort.

14. 2.- Receiving guests
Of course, after the greeting, the
dialogue must be continued, and what
is said then depends on the situation.
When interacting with hotel guests
that continued interaction usually
involves determining what the guest
wants or needs.

15. 2.- Receiving guests
A couple of standards that can be used in
the hotel industry are:
• a.- How can I help you today ma’am
(sir)?
• b.- Can I be of assistance?
• c. How may I assist you?
• d. May I assist you with anything?
• e. What can I do for you today?

16. How to make polite requests in English
A request is when we ask someone for
something.
Since we are asking someone for help, it
is important to be polite.
We must avoid being too direct.
• Here are examples of being too direct:
“I want help.”
“Pass me the salt.”
“Can you carry my bag?”

17. Polite requests in spoken English
• Could you .. ?
• Form: Could you + base form of
verb ….. ?
• Examples:
Could you carry my bags?
Could you give me some advice?
Could you carry these boxes?
• We can add “possibly” to be even
more polite. We put “possibly” in
between “Could you” and the verb.
• Would you mind .. ?
• Form: Would you mind + ing form
of verb … ?
• Examples:
Would you mind carrying my bags?
Would you mind giving me some
advice?
Would you mind helping me?
Would you mind taking my
photograph?

18. Polite requests in spoken English
• I wonder if you could .. ?
• Form: I wonder if you could + base form of
verb … ?
• Examples:
I wonder if you could mind my bag?
I wonder if you could give me some advice?
I wonder if you could help me?
• We can add “possibly” to be even more polite:
I wonder if you could possibly take me to the
airport?

19. Polite requests in written English
• Here is a good expression for formal emails and letters:
• Form:
I would be grateful if you could + base form of verb …
• Example:
I would be grateful if you could send me your price list.
• We can add “most” to be even more polite:
• Example:
I would be most grateful if you could send me the
reports.
• Notice that these are not questions. They are affirmative
statements. Therefore, do NOT write a question mark at
the end. (?)

20. 3.- Describing facilities in the hotel
• a) An en-suite bathroom.-A bathroom which is
directly connected to a bedroom
• b)Comfortable beds.- Beds which feel pleasant
to lie on and don’t give you physical problems
• c)Room service.- Serving food and drink to
customers in their hotel rooms
• d) Wireless Internet Access.- The possibility of
connecting to the Internet without a cable
• e) Air conditioning.- The system which keeps the
air cool in a building, car, etc.

21. These are words that are often used to
describe places, ítems or services.
• The hotel has luxurious rooms with comfortable beds.
big beautiful comfortable Spacious cold
small convenient luxurious Close warm
dirty quiet Noisy Far efficient
clean helpful Polite Near quick
expensive friendly Old New soft
cheap high Low safe simple
wonderful modern Fast slow interesting

22. ACTIVITY TIME
Activity 1. iconographic document
• You have to make a iconographic document.
• In has to include pictures or draws , and it
has to include some examples and the
diffrences betwen ametienes and facilities.
• Remember it has to show
• Identify
• Describe
• Analize
• Opinion

23. Activity 2. Hotel facilities. Write the correct word
on the line that will complete the sentence.
• 1. I want to go see a ______________. Where’s
the nearest ___________?
• 2. Where ____________a good place to
_____________ Thai food?
• 3. I’m looking for some ____________ for my
friends back home. Where _______ I go?
• 4. Where is the ______________ night club in
town to go ______________?
• 5. I need some exercise. Is there a _________
court in the hotel __________?
• 6. I _____________ some excitement. I want to
feel the wind in my hair. Where can I go to do
some __________________.
• 7. I want to sit on the beach and work on my
__________. Where should I _____________?
• 8. What’s the best 18 hole ____________ course
on the ____________?
• 9. I want to see some ______________ fish. Can
you arrange a ___________ excursion?
• 10. My ______________ wants to ride an
____________. Where should I go?

24. Use this wors to solve the underline questions
colorful dancing go
snorkeling Cinema squash
island elephant kid
complex tan souvenirs
should best movie

25. Activity 3.-Read the sample conversation. Then try
to made a translation in spanish.
• Receptionist: Hi there. Are you checking out now?
• Guest: Yes, sorry. I know we're a few minutes late.
• Receptionist: That's no problem. It's always really busy at check out time anyway.
• Guest: Oh, really. The last hotel we stayed in charged us for a late check out.
• Receptionist: The hotel isn't booked this week, so it's not a problem. How was everything?
• Guest: The room was great. The beds were really comfortable, and we weren't expecting our own fridge.
• Receptionist: I'm glad you liked it.
• Guest: The kids were disappointed that the pool wasn't open this morning, though.
• Receptionist: I apologize for that. We can't get a cleaner in any earlier than 10 am.

26. Translate Part. 2
• Guest: Well we had a nice swim last night anyhow.
• Receptionist: Will you be putting this on your credit card?
• Guest: No. I'll pay cash.
• Receptionist: OK. So the total comes to $123.67, including tax.
• Guest: I thought it was $115 even. That's what they said yesterday when we checked in.
• Receptionist: Yes, but there is an extra room charge on your bill.
• Guest: Oh, I forgot. My husband ordered a plate of nachos. Sorry.
• Receptionist: No problem. So...from $140, here's your change. Now, I'll just need to ask you for
your room keys.

27. References
• https://www.curso-ingles.com/aprender/cursos/vocabulario-viajar/travel-
vocabulary/in-a-hotel
• El discurso turístico en inglés y en español - Junta de Andalucia
• Going International. Student's Book Paperback – March 1, 1998
• Oxford English for Careers: Tourism 1 Student's Book