Vocabulary: Hotel terminology Function: Communication in hotel industry Grammar: Polite requests
Introduction
Imagine you are a tourist in a foreign country, what would you expect from a hotel staff you are accommodated in? For sure, you would hope that they are friendly, tactful, and that they will be able and willing to help you if you need it. That is shortly what your clients expect from a hotel staff – you. That is what hopefully would bring them right back to your hotel next time they stay in your town.
Apart from some vocabulary and phrases, this lesson will provide you with some useful tips and tricks how to handle adequately and politely the conversation with your guests. Bear in your mind that what we may consider polite enough in Czech may sound completely impolite in English.
Představte si sami sebe jako turisty v cizí zemi. Co byste očekávali od personálu hotelu, v němž jste ubytovaní? Jistě byste doufali, že se k vám budou chovat přátelsky, s taktem a že také budou schopní a ochotní vám pomoci, pokud to budete potřebovat. To je ve zkratce to, co očekávají vaši klienti od vás. To je také to, co je, doufejme, přivede v budoucnosti zpět do vašeho hotelu.
Mimo slovíček a frází vám tato lekce poskytne také některé užitečné tipy a triky, jak vést adekvátně a zdvořile konverzaci s vašimi hosty. Mějte na paměti, že fráze a slovní obraty, které v češtině považujeme za zcela zdvořilé, mohou v angličtině znít naprosto nezdvořile.
Useful vocabulary
Room equipment
Zařízení pokoje
bathroom
koupelna
key
klíč
towel
ručník/ osuška
curtains
závěsy
cot, rollaway bed
přistýlka/lehátko, příp. dětská postýlka
pillow
polštář
lamp
lampička/ žárovka
bell
zvonek
remote control
dálkový ovladač
clock/ alarm clock
hodiny/ budík
luggage/ baggage
zavazadlo
bed
postel
armchair
křeslo
phone
telefon
cup
hrnek
double bed
dvoulůžko
glass
sklenička/ sklo
mirror
zrcadlo
balcony
balkón
king-size bed
extra velká postel
chair
židle
sheet
prostěradlo
blanket
přikrývka
bathtub
vana
eye shade
maska na oči (na spaní)
shower
sprcha
kitchenette
kuchyňský kout
queen size bed
extra velké dvoulůžko
pillow case
povlak na polštář
carpet
koberec
wardrobe
skříň
chest of drawers
komoda
soap
mýdlo
shampoo
šampón
single bed
jednolůžko
sofa bed, pull-out couch
rozkládací gauč
linen
ložní prádlo
air condition
klimatizace
ventilator
větrák
table
stůl
shower gel
sprchový gel
bulb
žárovka
light
světlo
Parts of the hotel and it´s equipment
Meaning
Části hotelu a jeho zařízení
elevator/lift
a small room which carries people up or down in tall buildings
výtah
hallway/ hall
a room that leads to other rooms and to the stairs
chodba, vstupní hala
indoor pool
place where one can swim inside of the building
vnitřní bazén
front desk, reception
Place where guests handle their reservations, where they check-in and -out and where they can get information
recepce
floor
a level of the building
podlaží
adjoining rooms
two hotel rooms connected by door in the center.
propojené pokoje
weight room, workout room, gym
a room where guests exercise
posilovna, tělocvična
view/ room with a view
a window from which it is pleasant to look out
vyhlídka/ pokoj s vyhlídkou
vending machine
A machine that sells sweets and beverages after inserting coins
prodejní automat
luggage cart
Guests can use it to push their luggage on
vozík na zavazadla
lobby
foyer of the hotel, usually with armchairs or sofas for waiting guests
vstupní hala hotelu
Jacuzzi, hot tub, whirl pool
a small pool with warm water to relax in
vířivka
General vocabulary used in a hotel
Meaning
Slovíčka užitečná v hotelovém provozu
amenities
facilities – stores, restaurants etc.
služby (restaurace, obchody...)
attractions
interesting things to see and do
turistické atrakce
bellboy
a member of staff who helps hotel guests to handle their luggage.
portýr
to book
to reserve a hotel room
zamluvit/rezervovat (hotelový pokoj)
brochures
booklets providing tourists with useful information about local attractions, history, etc.
informační brožurky
to check-in
to go to the reception desk and receive the keys
přihlásit se po příjezdu do hotelu a vyzvednout klíče
to check-out
to return the keys and settle the bill.
odhlásit se a zaplatit za ubytování
complimentary
for free
v ceně (bez poplatku)
deposit
amount paid ahead of time to secure a reservation
záloha
guest
client staying in the hotel room
host
inn
another word for 'hotel'
jiné označení pro hotel
late charge
a fee for staying past the check-out time
poplatek za pozdní odhlášení z hotelu
noisy
loud
hlasitý
parking pass
a paper card that allows guests to park their car in the hotel parking lot – they display it in the car window
parkovací lístek (povolení)
rate
price of renting a room
cena za pokoj dle sezony
reservation
booking of a specific room for a specific date in the future
rezervace
room service
food or other services delivery requested by the guests
pokojová služba, donáška na pokoj
vacancy
rooms that are available
volný pokoj
valet
member of staff who parks the guests' cars
obsluha hotelu (parkuje hostům auta)
wake up call
hotel guests can use it instead of the alarm clock – they receive a call from the reception to wake them up
Receptionist: Good morning, Hotel Modrá Růže, Sabina speaking. May I help you?
Mr Black: Yes. to book a room, please.
Receptionist: . When for, sir?
Mr Black: July the 12th.
Receptionist: How long will you be ?
Mr Black: Two nights.
Receptionist: What kind of room would you like, sir?
Mr Black: Er... double with . I´d appreciate it if you could give me a room with a view over the lake.
Receptionist: Certainly, sir. I´ll just check what we have . Yes, we have a room on the 4th floor with a really splendid view.
Mr Black: Fine. How much is the ?
Receptionist: Would you like breakfast?
Mr Black: No, thanks.
Receptionist: It´s 1200 crowns per night including VAT.
Mr Black: That´s fine.
Receptionist: Who´s the for, please, sir?
Mr Black: Mr and Mrs Black, that´s B-L-A-C-K.
Receptionist: Okay, let me make sure I got that: So, Mr and Mrs Black. for July the 12th and 13th. Is that correct?
Mr Black: Yes it is. Thank you.
Receptionist: Let me give you your confirmation number. It´s: 7576385. I´ll repeat that: 7576385. Thank you for choosing Hotel Modrá Hvězda and . Goodbye.
Mr Black: Goodbye.
Situation 2: Checking-in
Phrases
Checking-in
Hello, how can I help you?
Dobrý den, jak vám mohu pomoci?
I´ve got a room booked here.
Mám u vás zarezervovaný pokoj.
Let me have a look into our reservation system.
Podívám se do našeho reservačního systému.
Could I see your ID, please?
Mohla bych vidět průkaz totožnosti?
Could you please fill out this form with your personal details?
Mohl byste prosím vyplnit tento formulář?
The breakfast is (not) included in the price.
Snídaně je (není) v ceně pokoje.
Is Wi-Fi available in the room?
Je v pokoji Wi-Fi?
There is also cable TV and air-condition in your room.
Na vašem pokoji je také kabelová televize a klimatizace.
You can use our gym and indoor pool anytime between 10 am and 9 pm.
Naši tělocvičnu a vnitřní bazén můžete použít kdykoliv mezi 10 dopoledne a 9 večer.
The check-out time is 11 o´clock.
Odhlásit se je třeba do 11 hodin.
I hope that you´ll enjoy your stay in our hotel.
Doufám, že si svůj pobyt v našem hotelu užijete.
Our pleasure.
Je nám potěšením.
Enjoy your stay in our hotel.
Užijte si pobyt v našem hotelu.
Your room has a kitchenette so you can prepare your own breakfasts and lunches.
Váš pokoj má kuchyňský kout, takže si snídaně a obědy můžete sami chystat.
Exercise: Listen and fill the right words in the gaps
Checking-
Receptionist: Hello, how can I you?
Mr. Black: Hello, I´ve got a room here. My name is Black.
Receptionist: Let me into our reservation system, Mr. Black.
Yes, a double room with bath for two nights?
Mr. Black: Yes, that´s right.
Receptionist: I see your ID, please?
Mr. Black: Passport or ID card?
Receptionist: is fine.
Mr. Black: Here you are.
Receptionist: Thank you. Could you please fill out this form with your ?
Mr. Black: Here you go.
Receptionist: Perfect, I would only need your at the bottom of the form and that would be it.
Receptionist: Thank you.
Mr. Black: Does the price breakfasts?
Receptionist: I am afraid it doesn´t but your room has a so you can prepare your own breakfasts and lunches.
Mr. Black: Oh, that´s fine. Is Wi-Fi in the room?
Receptionist: Yes, sir, certainly. There is also cable TV and air-conditioning in your room. You can use our gym and indoor pool anytime between 10 am and 9 pm as well. The is 11 o´clock.
Mr. Black: Ok, thank you.
Receptionist: Our . I hope that you´ll enjoy your stay in our hotel.
Exercise: Listen and fill the right words in the gaps
Room service: Room service, good morning.
Mr. Black: Good morning. This is room 113. I´d like , please.
Room service: Right. . Mr. Black?
Mr. Black: That´s right.
Room service: What can I ?
Mr. Black: I´d like some grapefruit juice, marmalade, two scrambled eggs with two sausages, toast, and a pot of black coffee, please. How long will it take?
Room service: Just a , sir.
Mr. Black: That´s great. Thank you.
Exercise: Listen and fill the right words in the gaps
Receptionist: I hope you your stay in our hotel.
Mr. Black: Absolutely. Here are the keys...
Receptionist: Perfect, thank you. Would you like to now?
Mr. Black: Certainly. How much will that be?
Receptionist: The bill to 2800 Czech Crowns. How would you like to pay for that?
Mr. Black: Oh, I thought you said the room would cost 1200 per night.
Receptionist: Yes, that´s right. Let me have a look at your bill... Here is also included in the final sum.
Mr. Black: Oh yes, sorry, I forgot about that.
Receptionist: Oh, that's no problem.
Mr. Black: I´ll pay with my Visa, then.
Receptionist: Thank you and here is your . Have a nice trip home, Mr. Black. Thank you for staying with us.
Mr. Black: Thanks, bye.
Receptionist: Good bye.
Politeness training
As members of hotel staff you should be (and for sure you are) aware of some essential rules of customer service. Let me just remind you probably the most important of them: Smile. It might seem banal, but it really makes a difference. Especially in the Czech Republic we may quite often forget that the customers do not care what personal or work-related problems we might be going through. They want to get the service they are paying for – and friendly (smiling) staff should be always part of it. Not smiling might be even considered as rude and unprofessional.
If we are speaking about verbal communication, English has some specific rules you need to maintain to be considered polite and professional – thus, to avoid possible misunderstandings and conflicts with your customers. Here are some of the examples of how to react to certain requests or complaints:
Jako členové hotelového personálu byste si měli být vědomi (a jistě i jste) některých základních pravidel poskytování služeb zákazníkům. Dovolte jen připomenout to pravděpodobně nejdůležitější z nich: úsměv. Může to znít banálně, ale opravdu na tom záleží. Obzvláště v České republice se nám může stát, že pozapomeneme, že naše zákazníky nezajímá, jakými soukromými nebo pracovními problémy si právě procházíme. Chtějí jen dostat službu, za kterou si platí – a přátelský (usmívající) se personál by měl být vždy její součástí. Neusmívat se dokonce může být považováno za hrubé a neprofesionální.
Pokud hovoříme o verbální komunikaci, angličtina má některá specifická pravidla, která je třeba dodržet, abychom mohli být považování za zdvořilé a profesionální – a tedy, abychom mohli účinně předcházet nedorozuměním a konfliktům s klienty. Následující tabulka nabízí příklady, jak reagovat na některé dotazy a stížnosti.
Request
Polite answer
Can you please help me?
Certainly, I´ll be with you in a second.
I need extra blanket.
I´ll get one to sent up to your room.
The lamp in our room isn't working.
I'll get someone to have a look at it.
The key you gave me isn't working.
Let me take a look at it.
How can I get to the train station from here?
It's really close, so walking is your best bet./ It´s quite far from here, so I can call a taxi for you, if you like.
Can you show me where we are on the map?
Of course, let me show you.
Could we stay an extra night?
I'm sorry, but we are fully booked for tonight.
Where can I get a taxi?
I can call you a taxi, if you like.
Can you give me a different room? This one is too small.
I'm sorry but it's the biggest room we have available right now.
Is there a restaurant nearby?
Yes, there's an excellent Indian restaurant right across the street.
I don't want the sheets in my room changed every day.
There's a card you can put on your door handle to let the cleaning staff know.
Exercise: Choose the best answer to your customers´ requests and complaints
1. Can you please help me?
2. I need extra blanket.
3. The lamp in our room isn't working.
4. The key you gave me isn't working.
5.How can I get to the train station from here?
6.Can you show me where we are on the map?
7. Could we stay an extra night?
8. Where can I get a taxi?
9. Can you give me a different room? This one is too small.
10. Is there a restaurant nearby?
11. I don't want the sheets in my room changed every day.
Grammar: Tips and tricks how to be more polite in English
Use conditional mood
"Could you please fill in this form?" sounds more polite than: Can you please fill in this form?
Use the phrase “I’m afraid” if you want to say something that will not be pleasant.
"I am afraid we don´t have a bigger room." sounds more polite than simple "No, we don´t have a bigger room."
Use the phrase “I wonder if” and/ or “Would you mind” if you want to ask for something.
I wonder if you would mind having your dinner at 7o´clock instead of 7:30 today.
Sounds more polite than for example:
Is it OK if your dinner is served at 7 o´clock today instead of 7:30?
Phrases for receptionists overview
English
Czech
If you want we can book your parents in an adjoining room.
Pokud si to přejete, můžete pro své rodiče zarezervovat propojené pokoje.
We are located downtown, so we are close to all of the amenities.
Jsme v centru, takže jsou zde (blízko) dostupné všechny služby.
The zoo/the castle/ animal farm is our city's most popular attraction for kids.
Zoo/hrad/zvířecí farma je v tomto městě největší dětskou atrakcí.
If you need help with your baggage we have a cart you can use.
Pokud budete potřebovat pomoc se svými zavazadly, máme tu vozík, který můžete použít.
The bellboy will take your bags to your room for you.
Portýr vám odnese zavazadla do pokoje.
I'm afraid the hotel is booked tonight.
Obávám se, že hotel je dnes plný.
I can book your family in for the weekend of the seventh.
Mohu si vaši rodinu zapsat na víkend začínající sedmého.
Feel free to take some brochures to your room to look at.
Brožurky si můžete vzít na pokoj.
You can check-in anytime after four o'clock.
K pobytu se můžete přihlásit kdykoliv po 4.hodině.
Please return your parking pass when you check-out.
Prosím, odevzdejte parkovací povolení, až se budete odhlašovat.
All of our rooms have complimentary soap, shampoo, and coffee.
Všechny naše pokoje mají mýdlo, šampón a kávu v ceně.
If you need an extra bed, we have cots available.
Pokud potřebujete postel navíc, máme k dispozici přistýlky.
Towels are available at the front desk.
Ručníky jsou k dispozici na recepci.
Put a sign on the door if you want housekeeping to come in and change the sheets on the bed.
Pokud si přejete vyměnit ložní prádlo, dejte na dveře značku.
The heated indoor pool is open until 10 pm.
Vyhřívaný vnitřní bazén je otevřený do 22 hodin.
Our honeymoon room has a personal hot tub.
Náš novomanželský pokoj má soukromou vířivku.
A room with a king size bed costs an extra ten dollars a night.
Pokoj s extra velkou postelí stojí navíc 10 dolarů denně.
Your room has a kitchenette so you can prepare your own breakfasts and lunches.
Váš pokoj má kuchyňský kout, takže si můžete připravovat vlastní snídaně a obědy.
You will be charged a ten dollar late charge for checking out after 11 am.
Bude vám naúčtován poplatek za pozdní odhlášení z hotelu.
We will come in and change the linens while you are out of your room.
Povlečení vám přijdeme vyměnit, když nebudete na pokoji.
You can stay in the lobby and wait for your bus.
Na autobus můžete počkat ve vstupní hale.
Please return the luggage cart to the lobby when you are finished with it.
Až nebudete vozík potřebovat, prosím, vraťte ho do vstupní haly.
Display this parking pass in your window to show that you are a hotel guest
Parkovací povolení si vystavte za okno, aby bylo vidět, že jste hotelový host.
Our rates change depending on the season.
Ceny našich pokojů závisí na sezóně.
They say they made a reservation but it doesn't show on the computer.
Říkají, že si rezervovali pokoj, ale v počítači to není.
If you would like a bottle of wine, just call room service.
Pokud budete chtít láhev vína, zavolejte pokojovou službu
The economy priced room includes one single bed.
Na nejlevnějším pokoji je jedno lůžko.
The room contains a sofa bed so there can actually sleep five people.
Na pokoji je rozkládací gauč, takže tam ve skutečnosti může spát 5 osob.
You can get your swimming pool towels at the front desk.
Ručníky do bazénu si můžete vyzvednout na recepci.
We only have one vacancy left, and it is for a single room
Máme volný už jen jeden jednolůžkový pokoj.
If you leave your car keys with us, the valet will park your car underground.
Pokud nám tu necháte klíčky, obsluha vám zaparkuje auto do podzemní garáže.
The vending machine on the fifth floor has chocolate bars and chips.
Prodejní automat na 5.patře má čokoládové tyčinky a chipsy.
The room is more expensive because it has a spectacular view of the river.
Pokoj je dražší, protože má nádherný výhled na řeku.
Useful Vocabulary
