English for hotel business

English for Hotel Business and Services

English for Hotel Business and Services is for students taking up Hospitality. The aim is to provide future hospitality service men and women the necessary knowledge and vocabulary in English. Effective English communication with English speaking clientele is important in delivering excellent services and customer satisfaction. On a larger scale, having fluent English speaking hotel staff could attract more foreign guests.

Unit 1: Hotel Staff and Their Duties

Unit 2: Check in and Check out

Unit 3: Hotel Rooms and Facilities

Unit 4: Dealing with Complaints

Unit 5: Hotel Restaurant and Services

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hotel vocabulary mitchryan

Hotel Vocabulary: Listening, Pronunciation, and Speaking

Dealing with hotel guests is the primary duty of hotel staff. This means being able to effectively converse with them, provide needed information, and assist and deal with challenges related to work. To successfully work in this environment, one must be equppied with communication skills. Here, ESL learners will learn and improve their listening, pronunciation, and speaking skills in terms of hotel vocabulary.

LISTENING for hotel vocabulary (00:04 – 1:20)

Answer the listening guide questions on your course book

VOCABULARY: GAMES

Game 1. Instructions

  1. Let one student stand in front of the class with his/her back to this presentation.
  2. The class gives hints/clues by describing the word.
  3. The student in front will guess the word.

Game 2. Instructions

  1. Let one student stand in front of the class with his/her back to this presentation.
  2. The class gives hints/clues by describing the word.
  3. The student in front will guess the word.

PRONUNCIATION: Listen to the pronunciation of common hotel-related words in the video above (1:22 – 2:02). Practice each word by saying out loud how the words are spoken. Intelligible pronunciation is more important, which follows the English phonology.

SPEAKING: Listen to a sample dialogue between two persons in the video above (2:04-2:47). Answer the guide questions on your coursebook.

  • speaking activity 1: guided (coursebook)
  • speaking activity 2: guided (coursebook)
  • speaking activity 3: unscripted (scenarios will be given in class)

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hotel staff and their duties

Hotel Staff and Their Duties

Hotel staff are crucial members of the any hotel business. They are the backbone of the whole operation. Their duties should be specific and executed with precision. Here’s a lesson on hotel staff and their duties.

LISTENING

  1. Listen to the dialog between Mark Smith, the general manager of Happy Hotel, and Summer Brown.

Dialog 1 (Mark and Summer)

At the Front Office

Mark: Hi, I’m Mark Smith, the general manager of this hotel.

Summer: Good morning, Mr. Smith. My name’s Summer Brown, the new receptionist. This is my first day here. Nice to meet you, sir.

Mark: Nice to meet you too, Ms. Brown, and welcome to our Hotel. By the way, have you been informed about your job as a receptionist?

Summer:    Yes, sir. I’m in charge of the front desk.  I’m responsible for welcoming guests, and I have to assist them during check in and check out. By the way, you can  call me Summer.

Mark: OK, Summer. Besides welcoming guests, and taking care of their check in and out; your duties include receiving guest reservations as well.

Summer:    All right, Mr. Smith. Thank you for your advice.

Mark: You’re welcome. See you later.

2. Listen again and answer the questions.

  1. Who is Summer Brown?
  2. What does a receptionist/ reception clerk do?
  3. Who is Mark Smith?

3. Listen to the dialog again and complete the following sentences.

Dialog 1 (Mark and Summer)

  1. I’m Mark Smith, the [1] ___________________ of this hotel.
  2. This is my first day here. Nice to [2] ________________  you, sir.
  3. Nice to meet you, too, Ms. Brown, and [3]  ___________     to our Hotel.
  4. By the way, have you been informed about your job as a [4] _________here?
  5. I’m in [5]   _______________ of the front desk and ….
  6. I’m responsible for welcoming [6] ______________, and I have [7] ____________ them during check in and check out.
  7. Besides ……, your duties include________________________ as well.
  8. All right, Mr. Smith. Thank you for your [9] ________________ .
  9. You’re welcome. [10] ________________  later.

 4. Listen to the audio clip of hotel staff talking about their hotel duties. Complete the chart below.

Dialog 2 (hotel duties)

hotel dialogue

VOCABULARY

5. Match each job with a suitable duty.

SPEAKING

6. Role play. Work in groups of 4. Listen to what each of the staff talks again and then take turn to practice saying each job and the duty above.

   A. Take a role to play

   B. Listen to dialog 2 again

   C. Practice your line/script

D. Role play a hotel scene where each member gets to talk about his/her job.

GRAMMAR

Use SIMPLE PRESENT TENSE when taking about job or job description.

Follow the pattern below when explaining job duties.

PATTERN

grammar pattern

Example

7. Write two sentences about the hotel staff and their duties.  Use the grammar  pattern above.

hotel staff duties exercise grammar

Other sources

Hotel Staff: Employment Options and Descriptions

A comprehensive overview of job positions within a hotel

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