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An English language site dedicated to the hotel industry |
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Conversation Only How to Teach English Lesson Plans Get TEFL Training English Book Pronunciation for Hotels and Resorts in the Tropics |
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An English language site dedicated to the hotel industry |
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Functions
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As a member of the hotel industry you will inevitably find yourself in a situation that requires you to offer help or assistance to a guest. This situation may present itself as an absolute necessity or one of simply polite behavior. In either case, knowing what to say in those situations will hold you in good stead with the guests. At times, you will be in situations that you will offer your help and at other times you may be asked to respond to a guest that has requested help. Look at the expressions below that cover both circumstances. When offering help When asking for help Would you like some help? Could you give me a hand? Can I give you a hand? Would you mind helping me out? Do you need any help? Could you help me please? May I offer my assistance? I need some assistance please. Need any help?
Dialogue
When offering help
Staff: Excuse me ma’am, could I help you with your bags? Guest: That would be great thanks.
Staff: Pardon me sir, but it looks like you could use some help with those packages. Guest: I sure could, thanks.
When responding to help
Guest: Excuse me, but can you help me? Staff: Of course ma'am, what can I do for you? Guest: Someone just stole my purse off my shoulder outside the hotel. Staff: That’s terrible. Are you OK? Guest: Yes, just shaken up a bit. Staff: Why don’t you seat down here and I’ll call the police for you. Guest: Thank you; I appreciate your help. . Guest: I don't understand what the taxi driver is trying to say. Could you translate for me? Staff: Of course sir, I'd be delighted to help. Guest: Oh, thank you. I would really appreciate that.
Practice
Practice using the above expressions by having a dialogue similar to the ones above with a partner, one partner taking the role of the guest and the other the role of the staff. For additional practice, switch roles. Practice the dialogue several times, trying to use all of the expressions noted above.
More Practice Role play the following situations with a partner, one person taking the role of the guest and the other person taking the role of a hotel staff. Practice both offering help and responding to help. For added fun, really take on the role. Pretend to be in front of an ATM looking confused, pretend to be having difficulty moving luggage, pretend to be an elderly gentleman limping to an elevator.
Listed below are some common vocabulary words that hotel employees should know in order to assist guests with any problems they may have.
Health Care Health problems Emergency Services Personnel
cold ambulance doctor flu fire department nurse headache police dentist stomach ache hotel security optician diarrhea clinic pharmacist toothache first aid Giving Advice
Guest, many times being in foreign countries and unfamiliar cultures, may need some advice or suggestions in certain situations. It is only natural that they would seek assistance for the hotel staff. Giving sound advice and suggestions to guest when needed can make the difference between an OK vacation and a great one. There are several expressions that can be used when asking for or giving advice and suggestions. Look at the examples below. When asking for advice What do you think I should do? What would you do in my shoes? Do you have any ideas about what to do? What would you suggest? Can you think of anything that might help? When giving advice Why don’t you (.... take a taxi instead, it's faster.) Have you thought about (.... getting some medicine at the pharmacy)? I think you should ( .... see a doctor). Have you considered ( .... the local markets? Sometimes they have great deals). One option may be to (.... call you embassy).
When responding to advice That’s a good idea. That might work. I hadn’t thought of that. Maybe you’re right. Thanks for the advice. Thanks, I'll try that.
Dialogue
Guest: That food was really spicy and upset my stomach. Staff: Maybe you should get some medicine at a pharmacy. Guest: That's a good idea. Thanks.
Guest: That woman looks angry. Did I do something wrong? Staff: Actually sir, that gesture you used is considered very rude in our culture. Guest: I'm sorry, I didn't mean to offend anyone. What should I do in that situation? Staff: Using this gesture instead is appropriate. Guest: Thanks for the advice.
Guest: I can't seem to find any of the souvenirs I want at the mall. I can't go home empty handed. Do you know where I could go? Staff: Have you considered shopping at the traditional open market. It has hundred of items to chose from and the prices are usually cheaper than in the mall. Guest: Thanks, I'll try that.
Practice
Practice using the above expressions by having a dialogue similar to the ones above with a partner, one partner taking the role of the guest and the other the role of the staff. For additional practice, switch roles. Practice the dialogue several times, trying to use all of the expressions noted above.
More Practice Role play the following situations with a partner, one person taking the role of the guest and the other person taking the role of a hotel staff. Provide a guest with advice for:
For more information on advice Click Here For more information on giving help Click Here
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An English conversation language site for students and teachers focusing on English expressions used for various functions and situations.
A site on English pronunciation with a listing of all vowel and consonants sounds n English, there are sections on syllables and stress, intonation, rhythm, sound changes as a result of reductions and linking, contractions, ending sounds, and consonant clusters.
Information about teaching English and living in Phuket- with Phuket, Thailand, and world wide job listings
A site listing hundreds of EFL related sites including job listings, teacher resources and lesson plans, TESOL Training, and more |
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Hotel-TEFL 
