1. Sample letter to confirm Hotel booking
We, Arora Group of Hotels thank you for giving us an opportunity to serve you in the
coming Christmas Vacations. This is the confirmation for the special holiday package
requested by you for the Christmas Holidays. The reservation details are:
Guest Name : Mr. Prakash Arora
Arrival Date : 1st March 2014
Departure Date : 5th March 2014
Number of Guests : 05
Accommodations : 3 Bedroom Family Apartments
The normal check in time is 12 noon, and check out time 2pm. As you have informed us
that your flight will be arriving at 10.30 am and you will be reaching the resort at 11.00
am, we have managed an early check in for your convenience. This is the complete
accommodation package of Rs 25000 and the charges include the stay in the apartment
and the complimentary breakfast. Apart from it you can avail the on-site facilities like
gym and sauna for free.
It was mentioned earlier that the special accommodation packages are non-refundable.
In case of any query please feel free to write us at abc@yahoo.com.
Sample letter to confirm Hotel booking
This is to confirm your booking for a room at Hill View Hotel, Los Angeles, California. On
behalf of the hotel, we would like to express our gratitude to you for choosing our
services. Please find all the details regarding the confirmation of the reservation listed
below:
• Name Of Guest: Mr. Milton Sheridan
• Date of Arrival: 9th September, 2014
• Date of Departure: 19th September, 2014
• Accommodation: Deluxe Suite
• Room Number: 98341
• Rate per night: $4000/-(inclusive of taxes)
• Confirmation Number: 1236754
• Reservation/Booking Number: 235687
• Check In: 9:00 am, 9th September, 2014
• Check Out: 10 pm, 19th September, 2014
We would appreciate it if you could let us know in case there are any changes in your
schedule or program. In case you require check-in facilities at an earlier time due to
flight changes, kindly inform our staff member Mr. Joe Jackson who has been assigned
to check on all your requirements during yours stay at Hill View Hotel. We are a premier
hotel for commercial clients as well as tourists from across the world. We are sure that

2. you will find our services satisfactory. In case you need to cancel your reservation,
please call Ms. Mabel Smith at 999-45768 within 24 hours before the day of the check-in
and inform her regarding the same. Please note that our charges are to be paid in US
currency only. Please visit our link www.hillviewhotel9Conciergeservice.com to get
assistance regarding facilities available at the hotel. You can also contact our reception
helpdesk at 999-2345671 for immediate assistance. We look forward to providing you
quality services at our hotel.
Here is a sample Confirmation Letter that confirms a job offer,
Asking for and Giving Directions Lesson
In the course of their work, businesspeople often travel to other people’s offices or
businesses.

3. And, from time to time they need to find they way around places they have never been.
Take a look at the structures for asking for and giving directions in the table below:
Asking for Directions
Excuse me . . .
** This is always the most polite way to begin your request for directions**
Would/Could you tell me how to get to . . . Anderson Construction?
How do I find . . . suite 305?
What is the best way to get to . . . business office?
Would/Could you direct me to . . . Ms. Sumidata’s office?
Which way do I go to get to . . . the Nobunaga Building?
Giving Directions
Go straight Make a U turn Turn left Turn right
Continue on (keep going) Follow this hall . . . road . . . path
Take the elevator It’s about 150 meters
It’s next to . . . across from . . . opposite . . . beside . . . between (two things)
Cross the . . . street . . . road . . . park . . . lobby . . . intersection . . .
Go past the . . .

4. It’s on . . . the left . . . the right . . . the third floor . . . the corner
Prepositions to use with Directions
Go straight Go to Right Left
Cross On your right On your left Beside
Next to Behind Across from In front of
On the corner of
* Don’t forget to say “Thank you” after someone has given you assistance.
When Giving Directions in English
Giving directions usually consists of two sets of instructions.
In the first set: Say “Go to” and tell the listener what street, building, office number, etc
– or – how far they need to go.
In the second set: Say “Then” and tell the listener what to do when they get there. (turn
left, turn right, it’s on the left, etc.)
New Kingdom Korean Restaurant
1 Beach Street #111 San Francisco, CA 94133 Phone (415) 673-1111
www.kingdom.com
March 17. 2013
Robber Simmons
Bay Restaurant
1122 Post Street
San Francisco, CA 94109
(415) 673-7777
DearMr.Simmons,

5. RE : Letter of Employment Confirmation For Christina White
In reply to your reference request letter for Christina White, I confirmed that she has
worked as Restaurant Manager at New Kingdom Korean Restaurant for five years,
since March 1, 2008.
She worked ten hours a day, 6 days a week. Her monthly salary as of 1/1/2012 was $
2,000.
Should you need more information, please contact me at (022) 77775555 or email me
at direction@kingdom.com
Sincerely,
BobAshley
Owner
Understanding and resolving guest problems
Steps to Listening with Empathy
When listening to an upset guest:
1. Remain centered: Focus on your breathing, maintain eye contact and continue to
listen to what is being said. When guests are upset, they are looking to resolve a
problem. Allow them to vent.
2. Take ownership and offer your assistance: How does it feel to be in the guest’s
shoes?
What needs does he/she have that are not being met? Example: “I can understand why
you are frustrated that your room is not ready. Please let me see what I can do to
resolve the problem.”
3. Ask probing questions: Continue to ask questions to understand what the guest is
trying to say and to reassure the guest that he/she is being heard. Clarify the guest’s
needs, and get more information to solve the problem: "Do you mean …?" or "Did I
understand you to say..?”
4. Remain calm: Don't feel incompetent, angry or nervous if the guest is overreacting.
The guest has a right to express his/her feelings. This is not a personal attack on you.
Don't join the participant in an argument. Don’t tell guests to calm down, as this often
makes them angrier. Continue to listen and maintain eye contact.
5. Summarize and apologize: "You wanted the food cooked without butter." "You'd like
extra towels in your room." Apologize to them and take ownership of the problem.
Assure them that you understand that this has been a mistake on the part of the hotel.
6. What will resolve situation? Explain how you will take care of this. Do you need to
refer them to another department? Communicate this in an assuring and genuine tone.

6. 7. Do not take it personally: Do not carry any negative experiences home with you.
Leave the situation in the past.
Project Hotel T.E.A.C.H. Curriculum
Center for Immigrant Education and Training (ACE) LaGuardia Community
College
69
Unit 3 Lesson 1: Handout 1
Steps for Active Listening
Pay Attention
 Be silent and listen. People like to have a chance to get their own ideas or
opinions heard. A good listener just listens and concentrates on what is being
communicated by the speaker both verbally and nonverbally. Don’t talk or
interrupt.
Understand the Message
 Don’t jump to conclusions and assume you know what is going to be said
next. Many people stop listening when they think they have the general idea of
what is being said.
Respond to the Situation
 Ask probing questions to get more information or clarity. It is acceptable to ask,
“Did I understand you to say …?” or “When did this happen?”
 Provide verbal and nonverbal feedback. Make eye contact, nod your head
and, if appropriate, interject a comment such as “I see” or “That’s interesting” or
“Really?”
 Summarize what you heard so the speaker knows that you understood: “You
need to have the room cleaned by 3 PM because you have a guest coming at 4.
You also need room service to bring two bottles of water for you and your guest.”
Hotel Dialogues
English Vocabulary
Below are some typical dialogues between a hotel receptionist at The Grand Woodward
Hotel and a guest. Here you will find typical conversations that deal with making
reservations, checking in and also checking out.
Making Reservations
Receptionist: Good morning. Welcome to The Grand Woodward Hotel.
Client: Hi, good morning. I'd like to make a reservation for the third weekend in
September. Do you have any vacancies?
R: Yes sir, we have several rooms available for that particular weekend. And what is the
exact date of your arrival?

7. C: The 24th.
R: How long will you be staying?
C: I'll be staying for two nights.
R: How many people is the reservation for?
C: There will be two of us.
R: And would you like a room with twin beds or a double bed?
C: A double bed, please.
R: Great. And would you prefer to have a room with a view of the ocean?
C: If that type of room is available, I would love to have an ocean view. What's the rate
for the room?
R: Your room is five hundred and ninety dollars per night. Now what name will the
reservation be listed under?
C: Charles Hannighan.
R: Could you spell your last name for me, please?
C: Sure. H-A-N-N-I-G-H-A-N
R: And is there a phone number where you can be contacted?
C: Yes, my cell phone number is 555-26386.
R: Great. Now I'll need your credit card information to reserve the room for you. What
type of card is it?
C: Visa. The number is 987654321.
R: And what is the name of the cardholder?
C: Charles H. Hannighan.
R: Alright, Mr. Hannighan, your reservation has been made for the twenty-fourth of
September for a room with a double bed and view of the ocean. Check-in is at 2 o'clock.
If you have any other questions, please do not hesitate to call us.
C: Great, thank you so much.
R: My pleasure. We'll see you in September, Mr. Hannighan. Have a nice day.
Checking-In
Hotel: Good afternoon. Welcome to the Grand Woodward Hotel. How may I help you?
Guest: I have a reservation for today. It's under the name of Hannighan.
Hotel: Can you please spell that for me, sir?
Guest: Sure. H-A-N-N-I-G-H-A-N.
Hotel: Yes, Mr. Hannighan, we've reserved a double room for you with a view of the
ocean for two nights. Is that correct?
Guest: Yes, it is.
Hotel: Excellent. We already have your credit card information on file. If you'll just sign
the receipt along the bottom, please.
Guest: Whoa! Five hundred and ninety dollars a night!
Hotel: Yes, sir. We are a five star hotel after all.
Guest: Well, fine. I'm here on business anyway, so at least I'm staying on the company's
dime. What's included in this cost anyway?
Hotel: A full Continental buffet every morning, free airport shuttle service, and use of the
hotel's safe are all included.
Guest: So what's not included in the price?
Hotel: Well, you will find a mini-bar in your room. Use of it will be charged to your

8. account. Also, the hotel provides room service, at an additional charge of course.
Guest: Hmm. Ok, so what room am I in?
Hotel: Room 487. Here is your key. To get to your room, take the elevator on the right
up to the fourth floor. Turn left once you exit the elevator and your room will be on the
left hand side. A bellboy will bring your bags up shortly.
Guest: Great. Thanks.
Hotel: Should you have any questions or requests, please dial 'O' from your room. Also,
there is internet available in the lobby 24 hours a day.
Guest: Ok, and what time is check-out?
Hotel: At midday, sir.
Guest: Ok, thanks.
Hotel: My pleasure, sir. Have a wonderful stay at the Grand Woodward Hotel.
Check-out / Getting to the airport
Hotel: Did you enjoy your stay with us?
Guest: Yes, very much so. However, I now need to get to the airport. I have a flight that
leaves in about two hours, so what is the quickest way to get there?
Hotel: We do have a free airport shuttle service.
Guest: That sounds great, but will it get me to the airport on time?
Hotel: Yes, it should. The next shuttle leaves in 15 minutes, and it takes approximately
25 minutes to get to the airport.
Guest: Fantastic. I'll just wait in the lounge area. Will you please let me know when it will
be leaving?
Hotel: Of course, sir. Oh, before you go would you be able to settle the mini -bar bill?
Guest: Oh yes certainly. How much will that be?
Hotel: Let's see. The bill comes to $37.50. How would you like to pay for that?
Guest: I'll pay with my Visa thanks, but I'll need a receipt so I can charge it to my
company.
Hotel: Absolutely. Here we are sir. If you like you can leave your bags with the porter
and he can load them onto the shuttle for you when it arrives.
Guest: That would be great thank you.
Hotel: Would you like to sign the hotel guestbook too while you wait?
Guest: Sure, I had a really good stay here and I'll tell other people to come here.
Hotel: That's good to hear. Thank you again for staying at The Grand Woodward Hotel.

10. Answering the phone and responding to inquiries
Telephone always plays a very important part in hospitality industry. People all over the
world call for making booking or asking for information or transferring messages to the
guests or for various other purposes. If you work at the hotel you certainly have to
answer the telephone calls. It happens mostly with front desk staff but also in the back
office. Here you can find some basic techniques and some useful tips while answering
any call in the hotel business.
DO-s
 Answer the telephone promptly within
three rings
 Say the name of the hotel, your name
and appropriate greetings
 Always have pen and paper in hand to
make the records
 Listen carefully, pay close attention to
the details being expressed by the
caller
 Make the callers feel that they have
your undivided attention, mention the
name of the caller, if possible

11.  If you have to ask the caller to hold, explain, why. Wait for the callers agreement
before putting him/her on hold
 If you say that you call back do it as soon as possible, tell the caller the
approximate time you can do it.
 Repeat back in any details and follow up in writing (if necessary).
 Close the conversation politely. Always say "thank you for calling".
 Never give wrong information, if you don't know the answer, transfer the caller to
the right person.
DON'T-s
 Let the telephone ring more than three times
 Answer the phone with "hello" or "yes".
 Ask the caller to hold on while you scramble for pen and paper
 Say "hold on" and leave the caller wondering if he/she is still being attended
 Forget to call back
 Say you cannot help and not offer the caller to someone who can.
 Say "he hasn't come in yet" or "she hasn't come back from lunch yet" or "he/she
is in the toilet". People don't want to know the reason and are given a wrong
impression.
 Hang up without thanking the caller for calling
 Keep talking to another person while answering the phone.
 Eating something while answering the phone.
Lesson Plan for Guest’s Requests
Activities for Guest’s Requests
In order to get the most satisfaction (and theirs money’s worth from their stay) guests
make requests.
Most requests by guests will be reasonable, such as asking for more napkins at a
restaurant or having a burnt
out light bulb replaced in their room. Some requests may be outrageous and outside the
normal service
parameters of the hotel. In either case, the requests must to politely listened to and
professionally
attended to. Look at the examples below of possible requests that a guest may make.
Expressions Used for Making Requests
Possible guest’s request
Request: Could I have another order of garlic toast?
Response: Yes sir, I’ll take care of that right away.
Request: I would like extra soap and shampoo left in the room.

12. Response: I’ll attend to that immediately.
Requests: Would it be possible to get a two minute boiled egg?
Response: Of course sir, I’ll be back with that item in a few minutes.
Request: Could you arrange a tee time of 7:00 AM for four at the Country Club?
Response: Of course sir, what is the name of your party?
Requests: The guests in the next room are very noisy. Could we change rooms?
Response: I’m not sure, let me talk to my supervisor. I’ll be back in a moment.
Request: Is it possible to get free samples of all the facial products the spa sells?
Response: Certainly ma’am, which products would you like?
Dialogue for Guests Requests
Guest: Instead of herbal tea, do you happen to have Earl Grey?
Staff: I’m sorry ma’am, but herbal tea is all we have at the moment.
Guest: Could I get some more weights added to this machine. This is no challenge at
all.
Staff: I’ll get more weight right away. How much more?
Guest: Could you fill out the form for me. I hurt my writing hand?
Staff: Of course sir. First, how do you spell your family name?