At a Hotel

    
    
Useful vocabulary
Reception – Vocabulary and Phrases in use
  Situation 1: Booking a room
  Situation 2: Checking- in
  Situation 3: Room service
  Situation 4: Checking-out
Politeness training + Grammar box
Phrases for receptionists overview

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
bathroomkoupelna
keyklíč
towelručník/ osuška
curtainszávěsy
cot, rollaway bedpřistýlka/lehátko, příp. dětská postýlka
pillowpolštář
lamplampička/ žárovka
bellzvonek
remote controldálkový ovladač
clock/ alarm clockhodiny/ budík
luggage/ baggagezavazadlo
bedpostel
armchairkřeslo
phonetelefon
cuphrnek
double beddvoulůžko
glasssklenička/ sklo
mirrorzrcadlo
balconybalkón
king-size bedextra velká postel
chairžidle
sheetprostěradlo
blanketpřikrývka
bathtubvana
eye shademaska na oči (na spaní)
showersprcha
kitchenettekuchyňský kout
queen size bedextra velké dvoulůžko
pillow casepovlak na polštář
carpetkoberec
wardrobeskříň
chest of drawerskomoda
soapmýdlo
shampoošampón
single bedjednolůžko
sofa bed, pull-out couchrozkládací gauč
linenložní prádlo
air conditionklimatizace
ventilatorvětrák
tablestůl
shower gelsprchový gel
bulbžárovka
lightsvětlo


Parts of the hotel and it´s equipment MeaningČásti hotelu a jeho zařízení
elevator/lifta small room which carries people up or down in tall buildingsvýtah
hallway/ halla room that leads to other rooms and to the stairschodba, vstupní hala
indoor poolplace where one can swim inside of the buildingvnitřní bazén
front desk, receptionPlace where guests handle their reservations, where they check-in and -out and where they can get informationrecepce
floora level of the buildingpodlaží
adjoining roomstwo hotel rooms connected by door in the center.propojené pokoje
weight room, workout room, gyma room where guests exercise posilovna, tělocvična
view/ room with a viewa window from which it is pleasant to look out vyhlídka/ pokoj s vyhlídkou
vending machineA machine that sells sweets and beverages after inserting coinsprodejní automat
luggage cartGuests can use it to push their luggage onvozík na zavazadla
lobbyfoyer of the hotel, usually with armchairs or sofas for waiting guestsvstupní hala hotelu
Jacuzzi, hot tub, whirl poola small pool with warm water to relax invířivka


General vocabulary used in a hotelMeaningSlovíčka užitečná v hotelovém provozu
amenitiesfacilities – stores, restaurants etc.služby (restaurace, obchody...)
attractionsinteresting things to see and doturistické atrakce
bellboya member of staff who helps hotel guests to handle their luggage. portýr
to book to reserve a hotel roomzamluvit/rezervovat (hotelový pokoj)
brochuresbooklets providing tourists with useful information about local attractions, history, etc.informační brožurky
to check-in to go to the reception desk and receive the keyspřihlásit 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 freev ceně (bez poplatku)
depositamount paid ahead of time to secure a reservationzáloha
guestclient staying in the hotel roomhost
innanother word for 'hotel'jiné označení pro hotel
late chargea fee for staying past the check-out timepoplatek za pozdní odhlášení z hotelu
noisyloudhlasitý
parking passa paper card that allows guests to park their car in the hotel parking lot – they display it in the car windowparkovací lístek (povolení)
rateprice of renting a room cena za pokoj dle sezony
reservationbooking of a specific room for a specific date in the futurerezervace
room servicefood or other services delivery requested by the guestspokojová služba, donáška na pokoj
vacancyrooms that are available volný pokoj
valetmember of staff who parks the guests' carsobsluha hotelu (parkuje hostům auta)
wake up callhotel guests can use it instead of the alarm clock – they receive a call from the reception to wake them upbuzení telefonem
charge per nightprice for one nightcena za noc

Useful Vocabulary


Exercise: Train your vocabulary




E H L O T


A A E N R R S T T U


C E E I N O P R T


A A B E G G G



Reception – Vocabulary and phrases in use

PhrasesBooking a room
May I help you?Co pro vás mohu udělat?
How long will you be staying?Jak dlouho zde zůstanete?
What kind of room would you like?Jaký typ pokoje byste si přál?
I´ll check what we have available.Podívám se, co máme volného.
Would you like breakfast?Chtěl byste u nás snídat?
Who´s the booking for, please?Na koho je prosím rezervace?
Let me make sure I got that right.Dovolte mi, abych si ověřila, že to mám správně.
Thank you for choosing Hotel Modrá Hvězda.Děkuji, že jste si vybral Hotel Modrá Hvězda.


Situation 1: Booking a room



Dialogue 1 - Booking a room




Exercise: Booking a room



Listen and fill the right words in the gaps

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




PhrasesChecking-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.

Dialogue 2 - Checking-in




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.



Situation 3: Room service




Dialogue 3 - Room Service



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.



Situation 4: Checking-out



PhrasesChecking-out
I hope you enjoyed your stay in our hotel.Doufám, že jste si pobyt v našem hotelu užil.
Would you like to settle the bill now?Chtěl byste nyní vyrovnat účet?
The bill comes to 2800 Czech Crowns. Účet je na 2800 korun.
Here is your receipt.Zde je vaše stvrzenka.
Have a nice trip home.Šťastnou cestu domů.
Thank you for staying with us.Děkuji, že jste se ubytoval v našem hotelu.


Dialogue 4 - Checking-out




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.



RequestPolite 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


EnglishCzech
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 guestParkovací 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 roomMáme 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.
What time would you like your wake up call?V kolik hodin byste si přál probudit telefonem?
Our weight room has a stationary bicycle.V naší tělocvičně je rotoped.


Exercise: Vocabulary



hotel
koupelna
klíč
zvonek
balkón
sprcha
pokojská


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