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Checking the Items 14 Commonly Used Expressions 14 Part I Conversational English for Receptionists Situational Dialogues Making Rooms Reservations Dialogue One: Walk In Guest Receptio

Front Desk English

Part I Conversational English for Receptionists

Helping to Look for Someone 7

Helping to Looking for Baggage 8

Receiving Visitors 8

Giving Other Services 9

Commonly Used Expressions 10

Part II Conversational English for Cashiers

Situational Dialogues

Setting a Bill by Cash 12

Setting a Bill by Credit Card 12

Setting a Bill by Traveler’s Cheques 13

Checking the Items 14

Commonly Used Expressions 14

Part I Conversational English for Receptionists

Situational Dialogues

Making Rooms Reservations

Dialogue One: Walk In Guest

Receptionist : Good morning, Madam May I help you?

Guest : Good morning I’d like to reserve some rooms for a (tourist) party

Receptionist : Certainly We have various types of room We have king-size bed single rooms, double

rooms and suites, etc Which kind of room would

you like to reserve? Here is the tariff to our

hotel

Guest : That’s great I’d like to book three Premier

single Rooms, five double rooms and two Grand Premier Suites

Receptionist : Yes, madam For which dates would you like to book the rooms please?

Guest : From tomorrow till 28th That’s five days in all

Receptionist : I see Now please fill out the form

Guest : Here you are Is everything done?

Receptionist : Yes, Ms XX, a deposit of US$1,000 is required to confirm this booking.

Guest : No problem Here you are

Receptionist : Thank you Please keep this receipt for check in tomorrow morning

Guest : Thank you By the way, is there any preferential rate for the party?

Receptionist : Yes, there is a 10 percent discount

Guest : That’s wonderful Thank you very much

Receptionist : You’re welcome I hope all of you will have a nice stay here

Dialogue Two(Regular Guest- incoming call)

Receptionist : Good afternoon, Reception May I help you?

Guest : Good afternoon I’d like to make a reservation at your hotel

Receptionist : Certainly May I have your name, please?

Guest : Yes, it is Blake, John Blake

Receptionist : Thank you Mr Blake, glad to hear from you again! When would you like to reserve the

room for and how many nights will you stay?

Guest : From May 10 to 16, seven nights

Receptionist : How many guests will there be?

Guest : We’ll be four altogether

Receptionist : All right What kinds of rooms would you like?

Guest : Two single rooms and one double room

Receptionist : Mr Blake, would you prefer the rooms facing the golf course as usual?

Guest : I think I prefer the rooms facing the golf course

Receptionist : No problem By the way, what time will you arrive?

Guest : About 4 (o’clock) pm

Receptionist : Very good See you on May 10

Guest : See you then

Dialogue Three

Receptionist : Good evening, sir May I help you?

Guest : I’d like a single room for two nights

Receptionist : Have you made any reservation with us?

Guest : I’m sorry I haven’t

Receptionist : I’m sorry to tell you that all the rooms are fully booked There are no vacant rooms It

is the busy season for golfing

Guest : Can you recommend another hotel for me?

Receptionist : Let me phone Hotel Palais Royale(名冠金凯悦)… You are lucky, sir The hotel is not full.Guest : Could you tell me how to get there?

Receptionist : It would be more convenient to take a taxi to get there.

Guest : How long does it take?

Reception : It’s just about 15 minutes’ drive

Guest : Yes, I need a taxi Thank you

Receptionist : You’re welcome Just a moment please, I’ll get our bellboy here to help you right away

…

Dialogue Four

Receptionist : Good morning, sir What can I do for you?

Guest : May I ask you some questions?

Receptionist : Yes, please How can I help you?

Guest : I’ve booked a single room for five nights, but I want to extend my reservation for two nights longer In addition, I’d like to move to a Premier Suite.

Receptionist : May I have your name, please?

Guest : My name’s Johnson

Receptionist : Let me check the registry Oh, yes, Mr Johnson, no problem, I’ll change it for you right

away

Guest : When shall I go through the procedures?

Receptionist : You may do it now

Guest : I’m sorry to trouble you

Receptionist : No trouble at all,… Here’s your new room card Rm 5068, and please sign here

Checking In

Dialogue One

Receptionist : Good evening! Welcome to Mission Hills What can I do for you, sir?

Guest : Yes, I have a reservation with you

Receptionist : May I have your name, please?

Guest : I’m called Tom Addison

Receptionist : Yes, Mr Addison You’ve made a reservation May I have a look at your passport, please?Guest : Here you are

Receptionist : Would you please fill out the registration form?

Guest : Here it is Is it all right?

Receptionist : Yes, thanks How would you like to settle your bill, by cash or credit card?

Guest : Could I pay with traveler’s cheques?

Receptionist : Sure Here is the key to Room 3008 and the key card, please sign on it The bellboy will

show you the way

Guest : Thanks By the way, what’s the rate for a night?

Receptionist : The rate is _ yuan for a night

Guest : That’s not too expensive Good-bye

Receptionist : Good-bye

Dialogue Two

Receptionist : Good morning! May I help you?

Guest : Good morning! I’d like a single room for three nights

Receptionist : What kind of room would you like, sir?

Guest : Please tell me more about it

Receptionist : Certainly, sir We have Deluxe Rooms, Premium Rooms, Club Suites and Mission Hills

Suites and Imperial Suite

Guest : I see I’m interested in the Deluxe Single Room

Receptionist : Certainly, please fill in the registry

Guest : Here you are

Receptionist : Mr XX, how would you like to settle your bill?

Guest : I think by credit card What is the rate for a night?

Receptionist : The rate is _RMB May I have your credit card please? …

Here is the key, Mr XX Your room No is 5023, please sign on the card The bellboy willshow you up

Guest : Thank you for your help

Receptionist : My pleasure Hope you’ll enjoy your stay

Dialogue Three

Receptionist : Good afternoon, sir Welcome to Mission Hills May I help you?

Guest : I’d like to check in, please

Receptionist : Do you have a reservation with us?

Guest : Yes, I’ve made it from tonight

Receptionist : My I have your name, please?

Guest : Yes, it’s Peter Williamson

Receptionist : How do you spell your family name?

Guest : W-I-double L-I-A-M-S-O-N

Receptionist : Please wait a moment Mr Williamson I’ll check the record… Yes, you’ve booked a

double room for four nights Would you fill in the registration form, please?

Guest : Sure Here you are

Receptionist : How would you like to settle the bill?

Guest : My company will pay the bill

Receptionist : I see May I have your credit card for the deposit?

Guest : Yes, here you are

Receptionist : Thank you Here is the key card, and please sign on it Your room is 5026 on the 5th floor

Our bellboy will show you to your room Have a nice stay

Guest : Thank you so much!

Receptionist : You’re welcome!

Changing Rooms

Dialogue One

Guest : Excuse me, may I change my room, please?

Receptionist : May I know the reason please?

Guest : One of my friends is coming to stay with for a couple of days So I’d like to change my

single room to a suite

Receptionist : Please wait a moment I’ll check the registration record… I’m very sorry, sir There is no

suite available now Would you mind having a double room instead?

Guest : I don’t mind as long as my friend can share with me

Receptionist : Yes, just a moment please I’ll change for you right away

Guest : Thanks a lot

Dialogue Two

Receptionist : Good evening, Madam May I help you?

Guest : Yes, I’d like to have a bigger room You know, you didn’t have bigger ones when I

checked in because Shenzhen High Tech Fair was being held So I’ve been staying in asmall one

Receptionist : I see The Fair was over yesterday Now we do have vacant bigger rooms May I know

your name please?

Guest : My name is Cathy Chan and I’m staying in Room 2257

Receptionist : When would you like to change your room, Ms Chan?

Guest : This afternoon What’s the rate for a bigger room?

Receptionist : per night By the way, would you prefer a room facing the golf course or a room

facing the parking lot?

Guest : I’d prefer a room facing the golf course

Receptionist : Thank you Your new room No is 3136 By the way, the checkout time is 12:00 noon

Would you mind moving to Rm 3136 before 12:00?

Guest : No problem

Receptionist : Please dial 3 before you move, our bellboy will be glad to help

Guest : Thank you very much

Answering Inquiries

Dialogue One (Try to recommend the Cantonese restaurant in our club)

Guest : Excuse me, but may I ask you something?

Receptionist : Yes, of course Go ahead please, sir

Guest : I’m going to invite a friend to have a dinner with me I’m interested in Guangdong

cuisine

Could you recommend a proper restaurant in Guanlan?

Receptionist : I like Guangdong cuisine very much too I often go to some Cantonese restaurants You

may go and try this one … Let me write down the name for you… Here you are

Guest : Thank you How far is it?

Receptionist : It’s about 5 minutes’ drive You’d better take a taxi to get there

Guest : All right I’ll take a taxi And how much shall I pay for it ?

Receptionist : About _ yuan will do Enjoy yourselves there!

Guest : Thank you so much!

Dialogue Two

Guest : Excuse me Can you do me a favor?

Receptionist : Certainly What can I do for you?

Guest : I have a free day I’d like to go sightseeing Could you name a few places worth visiting? Receptionist : It’s a pleasure to do so There are many tourist attractions in S.Z, such as: Splendid

China, Folk Culture Village, Safari Park, Xianhu Botanical Garden… and so on.

Guest : Thank you very much!

Helping to Look for Someone

Dialogue One (Incoming Call)

Guest : Hello! Is this Mission Hills Hotel?

Receptionist : Yes, it is What can I do for you, sir?

Guest : I want to look for a man called Berger Ham

Receptionist : May I know his room No.?

Guest : I’m sorry, I don’t know I only know that he is on business with a trade group.

Receptionist : Which country is the trade group from?

Guest : It’s from the United States

Receptionist : May I have your name please?

Guest : John Smith

Receptionist : Hold the line please, Mr Smith I’ll check it for you… Oh, Yes They arrived the day

before yesterday Just a moment please, I’ll connect you to the room

Guest : Thank you very much

Receptionist : You’re welcome.(To Guest room) Good morning, Mr Berger Ham This is hotel

Reception, here’s a call from John Smith May I connect you?

…

Dialogue Two

Receptionist : Good evening, miss May I help you?

Guest : I ’m here to see a friend called Mr Bacon Could you find him for me, please?

Receptionist : Mr Bacon? Please wait a moment Let me check the registry… Thank you for waiting

There are several Bacons who have registered at our hotel May I know his first name?Guest : David, he came from Australia two days ago He is in his fifties It was your hotel that

I recommended to him

Receptionist : David, two days ago, from Australia Oh, yes, Mr David Bacon is staying in our hotel Guest : Would you please call him? My name is Catherine

Receptionist : Yes, just a moment please… I’m sorry, Ms Catherine, there’s no answer.

Guest : I wonder where he could be? May I leave a message for him?

Receptionist : No problem

Guest : Here is my note Thank you

Receptionist : You’re welcome, Ms Catherine We’ll pass the message to Mr David Bacon as soon as

possible Good night

Helping to Looking for Baggage

Dialogue One

Guest : Excuse me Can you do me a favor?

Clerk : Yes, of course What can I do for you, sir?

Guest : I’ve lost a handbag

Clerk : Do you remember when you last saw it?

Guest : Let me think it over Oh, I remember it now I bought a pair of sports shoes and then took a taxi

back to hotel Right, it must be still in the taxi

Clerk : Do you remember the taxi number?

Guest : No, I don’t I only noticed it was Toyata car

Clerk : Can you tell me what’s in the handbag?

Guest : Yes, there is a passport, about 2,000U.S D, 1,000 Hong Kong dollar and some RMB pocket

money.

Clerk : All right We’ll try our best to help you Once we’ve got news, we’ll inform you as soon as

possible Could you tell us your name and room number?

Guest : Yes, Mary Room 3311 Sorry to put you to trouble

Clerk : It’s not trouble We’re always glad to help

Guest : OK I’m leaving to catch the plane Please do it right away.

Receptionist : Yes They’re coming…

…

Guest : Many thanks for your help

Receptionist : You’re welcome!

Commonly Used Expressions

1 All stationery is in the folder on the desk.

2 A single room or a double room?

3 Breakfast is also included Here is the coupon.

4 Could you spell that, please?

5 Would you please put your name in capitals?

6 May I have your passport, please?

7 May I suggest you have a double room?

8 Could you give us your address, please?

9 May I have your address, please?

10 Could you please put your nationality here, sir?

11 Could you sign your name, please?

12 Do you have a reservation?

13 Do you have any charges this morning?

14 Enjoy your stay with us / Hope your stay will be a pleasant one

15 From which country, please?

16 For which date, please?

17 For how many nights?

18 May I repeat your message?

19 I’m afraid he has cancelled his reservation.

20 I’m afraid he is out for the day Could you call back later, please?

21 I’m afraid, he isn’t staying in our hotel

22 I’m afraid your room is not ready yet Would you mind waiting for a moment, please? We are

sorry for the inconvenience.

23 I’m sorry but we are fully booked on

24 I’m sorry, he left for Hong Kong early this morning

25 I’m sorry, he left yesterday / I’m afraid he has already checked out

26 I’m sorry, he is out He won’t be back until six

27 Is it possible for you to change the date of your reservation?

28 Sorry to keep you waiting, sir./ Thank you for waiting, sir

29 The rate includes three full meals.

30 Please take a seat there.

31 The Deluxe Rooms are not available Would you mind a Premium Room instead?

32 We are looking forward to seeing you soon.

33 What’s your flight number, please, in case the plane is late?

34 What’s your occupation, please?

35 Would you please sign here?

36 Yes, we accept American Express

Part II Conversational English for Cashiers

Situational Dialogues

Exchanging Money

Dialogue One

Cashier : Good afternoon, sir What can I do for you?

Guest : Yes, Can I change U.S dollars into RMB here, please?

Cashier : Yes, of course Would you mind filling out this form?

Guest : OK… Here it is

Cashier : Thank you, sir You want to change US$400 into RMB Am I right?

Guest : Yes, you are right

Cashier : Please wait a minute I’ll work it out for you… Thank you for waiting It comes to RMB _

yuan at today’s exchange rate

Guest : I see Here are the U.S dollars

Cashier : Here is _ RMB Please Check it

Guest : Let me see Yes Thank you very much