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.
Declarative (statement)
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A common phrase used at guest check-in, indicating the available times for the first meal of the day
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"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."
Closed-ended question
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a common hotel request, often made by guests who have a late flight home
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"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.""
Closed-ended question
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a common question, asked by guests with important early morning activities, who want to be woken up at a preset time
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"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."
Declarative (statement)
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a common phrase indicating when a guest may get access to their room
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"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."
Closed-ended question
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a polite way to get vital details on a guest at check-in time
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"Could you please fill out this registration form? It should only take a minute or two."
Imperative (request or command)
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a polite way to get a woman's attention or a quick apology for a minor inconvenience
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"Excuse me, Ma'am, this tray is heavy and you are blocking the kitchen door."
Imperative (request or command)
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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
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"Excuse me Sir, but your jacket fell on the floor. Shall I hang it up for you in the coatroom?"
Declarative (statement)
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a common phrase spoken to guests at the closing of the check-in procedure, thus granting access to a guest room
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"Your room number is 319. Here is your key card. Enjoy your stay with us!"
Exclamation
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a casual phrase, used when giving something to someone, that they just requested
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"Here you go! Your room is on the third floor."
Imperative (request or command)
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a very polite phrase, used to get someone's attention before making a request of them.
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"I beg your pardon, Sir, but could you repeat the last part of your order?"
Declarative (statement)
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a polite way to start a customer response, if the issue isn't possible to fix right now
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"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.""
Exclamation
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a phrase used to let a customer know that you will help them very soon
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"I will be right with you, just as soon as I finish up with another guest I am currently helping."
Declarative (statement)
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a polite and professional way to handle a customer's serious issue
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"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.""
Imperative (request or command)
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a common statement by hotel staff, to indicate that guests shouldn't worry if they run of things to dry themselves off with
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"If you need fresh towels, please let us know. I will have housekeeping deliver them right away."
Imperative (request or command)
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a common phrase indicating that service is a priority and guests should not hesitate to ask if they need anything else
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"Some guests have reported that the new TVs are hard to operate, so please let us know if you need any assistance!"
Closed-ended question
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a phrase asked by hotel reception staff to legally confirm the identity of a guest
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"May I please see your ID or passport, Sir? And also a major credit card for the room deposit of $250."
Declarative (statement)
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a standard phrase spoken by receptionists indicating that guests may have meals sent to their room whenever they wish.
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"The receptionist stated, "Room service is available 24 hours a day, but we do have a limited menu after midnight"."
Declarative (statement)
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a common response to questions about accessing the wireless Internet connection
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"The Wi-Fi password is written on the back of the key card holder."
Open-ended question
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a friendly and informal way to ask hotel guests what they need
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"The hotel receptionist said, "What can I do for you folks today? Are you looking for a room or just checking out the lobby?""
Closed-ended question
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a question asked by hotel reception staff, when an unknown guest appears and wants to check-in
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"Welcome to Hotel Bryant! What name is your reservation under?"
Declarative (statement)
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a standard phrase indicating how guests should reach the front desk from their hotel room's telephone
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"You can dial 0 for reception, 116 for room service, or simply 9 to get an outside line."