To pass this unit, please study the 21 vocabulary words below.
- Breakfast is served daily, from 7 AM to 10 AM.
- Can I get a late check-out?
- Can I get a wake-up call at 7 o'clock?
- Check-in time is from 3 PM onwards
- Could you please fill out this registration form?
- Excuse me, Ma'am.
- Excuse me, Sir.
- Here is your key card. Enjoy your stay!
- Here you go!
- I beg your pardon.
- I completely understand, but unfortunately…
- I will be right with you!
- I’m so sorry about that! Let me fix it right away!
- If you need fresh towels, please let us know!
- Let us know if you need any assistance.
- May I see your ID or passport?
- Room service is available 24 hours a day.
- The Wi-Fi password is…
- What can I do for you today?
- What name is your reservation under?
- You can dial 0 for reception.
US
UK
US
UK
A common phrase used at guest check-in, indicating the available times for the first meal of the day
US
UK
"Breakfast is served from 7 AM to 10 AM in the restaurant. We can also bring breakfast up to your room, if you'd like."
US
UK
US
UK
a common hotel request, often made by guests who have a late flight home
US
UK
"The customer asked, "Can I get a late check out until 5PM?" The receptionist responded, "I am sorry, but we are fully booked today. But I can extend your checkout for free until 1PM, if that helps.""
US
UK
US
UK
a common question, asked by guests with important early morning activities, who want to be woken up at a preset time
US
UK
"The customer asked, "Can I get a wake-up call at 7:00?" The receptionist responded, "Certainly, Sir, I will program it right away into our automated phone system."
US
UK
US
UK
a common phrase indicating when a guest may get access to their room
US
UK
"Check-in time is from 3 PM onwards. If you wish, you can store your luggage here and relax in the bar while you wait."
US
UK
US
UK
a polite way to get vital details on a guest at check-in time
US
UK
"Could you please fill out this registration form? It should only take a minute or two."
US
UK
US
UK
a polite way to get a woman's attention or a quick apology for a minor inconvenience
US
UK
"Excuse me, Ma'am, this tray is heavy and you are blocking the kitchen door."
US
UK
US
UK
a polite way to get a man's attention or a quick apology for a very minor action such as passing closely by with a heavy tray
US
UK
"Excuse me Sir, but your jacket fell on the floor. Shall I hang it up for you in the coatroom?"
US
UK
US
UK
a common phrase spoken to guests at the closing of the check-in procedure, thus granting access to a guest room
US
UK
"Your room number is 319. Here is your key card. Enjoy your stay with us!"
US
UK
US
UK
a casual phrase, used when giving something to someone, that they just requested
US
UK
"Here you go! Your room is on the third floor."
US
UK
US
UK
a very polite phrase, used to get someone's attention before making a request of them.
US
UK
"I beg your pardon, Sir, but could you repeat the last part of your order?"
US
UK
US
UK
a polite way to start a customer response, if the issue isn't possible to fix right now
US
UK
"The guest stated, "I'd like a room with an ocean view." The receptionist responded, "I completely understand Sir, but unfortunately, our ocean-view rooms are currently fully booked.""
US
UK
US
UK
a phrase used to let a customer know that you will help them very soon
US
UK
"I will be right with you, just as soon as I finish up with another guest I am currently helping."
US
UK
US
UK
a polite and professional way to handle a customer's serious issue
US
UK
"The customer complained, "Excuse me, but my room key isn’t working." The receptionist responded, "I’m so sorry about that. Let me fix it right away.""
US
UK
US
UK
a common statement by hotel staff, to indicate that guests shouldn't worry if they run of things to dry themselves off with
US
UK
"If you need fresh towels, please let us know. I will have housekeeping deliver them right away."
US
UK
US
UK
a common phrase indicating that service is a priority and guests should not hesitate to ask if they need anything else
US
UK
"Some guests have reported that the new TVs are hard to operate, so please let us know if you need any assistance!"
US
UK
US
UK
a phrase asked by hotel reception staff to legally confirm the identity of a guest
US
UK
"May I please see your ID or passport, Sir? And also a major credit card for the room deposit of $250."
US
UK
US
UK
a standard phrase spoken by receptionists indicating that guests may have meals sent to their room whenever they wish.
US
UK
"The receptionist stated, "Room service is available 24 hours a day, but we do have a limited menu after midnight"."
US
UK
US
UK
a common response to questions about accessing the wireless Internet connection
US
UK
"The Wi-Fi password is written on the back of the key card holder."
US
UK
US
UK
a friendly and informal way to ask hotel guests what they need
US
UK
"The hotel receptionist said, "What can I do for you folks today? Are you looking for a room or just checking out the lobby?""
US
UK
US
UK
a question asked by hotel reception staff, when an unknown guest appears and wants to check-in
US
UK
"Welcome to Hotel Bryant! What name is your reservation under?"
US
UK
US
UK
a standard phrase indicating how guests should reach the front desk from their hotel room's telephone
US
UK
"You can dial 0 for reception, 116 for room service, or simply 9 to get an outside line."