Hotel services

Reading and Listening

Reading

Here is a list of services described in the Key Card of the Patras Hotel. Remember not to look in the World Study until after you have read the passage.

Reading check

1. Which meals are not served in a guest's bedroom?

2. Who cleans guests' shoes?

3. Who is responsible for cash kept in a guest's bedroom?

4. Who should be contacted in a medical emergency?

5. Where are the fire instructions situated?

Listening Karina Stelios is on duty in the Reception of the Patras Hotel when she is phoned by a worried person. Remember, don't read the dialogues in your book or look in the Word Study until you have listened to them on the cassette.

Listening check 1. What is wrong with Mr Fairfax? 2. What are the symptoms? 3. What should Mrs Fairfax do before the doctor arrives? 4. When will Mrs Fairfax have to pay the doctor's bill? 5. Why is the porter going to room 219?

Language study

Reporting messages Study the following examples of a receptionist passing on the messages of different guests.

'Tell my husband that I'll wait for him in the bar,' said Mrs Law. • 'Your wife said she would wait for you in the bar, Mr Law.'

'Tell Mr Lutz that I am arriving at six o'clock,' said Mr Logan. • 'Mr Logan said that he was arriving at six o'clock, Mr Lutz.'

'Could you tell the Duty Manager I want to see him?' said Mr Jones. • 'Mr Jones said he wanted to see you, sir.'

In a similar way, report the following messages, taking care to make changes where they are necessary.

1 'Tell Mr Graham that I have a message for him,' said Mrs Betts.

2 'Would you inform the housekeeper that I need some soap?' said Mr Tor.

3 'Could you tell my husband that I'll see him in the lobby?' said Mrs Reid.

4 'Tell my wife I'm going to the shops,' said Mr Parks.

5 'Tell the tour leader we need the registration cards,' said the manager.

6 'Could you tell the cashier I want my bill?' said Peter Jones.

7 'Tell my wife that I have collected the newspaper,' said Mr Lambert.

8 'Tell Mrs Pritchard that I'm leaving at two,' said her sister.

Using nouns in groups

Examples:

Using the passive

Guests, please 1 deposit valuables at Reception. 2 order newspapers at the desk. 3 sign registration cards on arrival. 4 confirm reservations in writing. 5 change traveller's cheques at the cash desk. 6 leave your keys at Reception.

Note how we can use a Passive form to write out the first example above:

Valuables should be deposited at Reception.

Note that it is not necessary to speak about the guests.

Use can, should and must to write Passive sentences for examples 2-6.

Listening and Speaking Karina Stelios is on duty in Reception again. While you are listening to her conversations and telephone calls, complete the table below. Remember, don't read the dialogues in your book or look in the Word Study until you have listened to them on the cassette.

Speaking Reporting messages

Study the following examples.

Mrs Belts I'm Mrs Betts. Would you tell Mr Graham that I have a message for him? Receptionist Mrs Betts said that she had a message for you, Mr Graham.

Mr Tor This is Mr Tor in 802. Would you inform the Housekeeper that I need some soap? Receptionist Mr Tor, in 802, said that he wanted some soap.

Now do the exercise on the tape, reporting messages in a similar way. After you speak, you will hear the receptionist's words on the tape.

Activities

Activity A

Hotel guests have a wide variety of needs. Some of these are listed below. Decide which member, or members, of staff should deal with each of these requirements. For example, if a guest wanted a. some drinks in his room, he could call 6 the Night Porter or 9 Room

Activity B

In one of the Listening dialogues, you heard that Mr and Mrs Fairfax would like to go back to Britain on Saturday and on an earlier flight than OA 259. Look at the timetable below and decide which flight is best for them.

Part of the London-Athens schedule (adapted) ABC Airlines Guide

Now answer these questions about the timetable.

1 How many daily flights are there to London?

2 Why is OA 261 slower than BA 561?

3 How many non-stop flights are there on Saturdays?

4 How many of the flights carry first class passengers?

5 How many airlines fly Athens-London non-stop?

6 Non-stop flights take about 2J hours. How much is British time behind Greek time?

Writing

Writing A

A receptionist at the Patras Hotel has taken three messages. Here are her notes.

• Mr Powers/arriving Hellenikon Airport/7 pm today take taxi/meet Mr Long here • Mrs Sampson/gone shopping/back midday meet husband for lunch/Belvedere Restaurant/1 pm • Mr Peters/room 702/checked out/7 am/day early booked in Linda Kemp/chance arrival/702/one night only And here are the three messages written out in full. Compare the note: with the Ml messages. • Mr Powers is arriving at Hellenikon Airport at 7 pm today. He will take a taxi and meet Mr Long here at the hotel. • Mrs Sampson has gone shopping and she will be back at midday. She will meet her husband for lunch in the Belvedere Restaurant at 1 pm.

• Mr Peters, room 702, checked out at 7 am, a day early. I have booked in Linda Kernp, a chance arrival, in room 702 for one night only.

Writing B Now cover the three messages. Look at the notes again and try to write out the messages in full yourself

Writing C Write out the following messages in full.

1 Mr Brown/leaving/3pm/this afternoon catch flight/London/Hellenikon Airport/6 prn 2 Mrs Curtis/ordered taxi/10.30 am meet brother/entrance to Akropolis/11.00 am 3 Miss Wiseman/cancelled order/'Times' newspaper changed order/'International Herald Tribune' 4 Mr Drew/made booking/21.3.82/3 nights/SB sent letter/confirming booking 5 Mrs Payne/called doctor/9 am/husband ill doctor/sent Mr Payne/City Hospital/11 a 6 John Adams/left message/Mr Authur/midday not able to meet/Diplomat Bar/7 pm/this evening

Word study