Front Desk English Part I Conversational English for Receptionists Situational Dialogues Making Rooms Reservations 2 Checking In 4 Changing Rooms 6 Answering Inquiries 7 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 Exchanging Money 11 Setting a Bill by Cash 12 Setting a Bill by Credit Card 12 Setting a Bill by Traveler’s Cheques 13 Separating Bills 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 28 th . 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(名冠金凯凯)… 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 will show 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 5 th 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 a small 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? … . Front Desk English Part I Conversational English for Receptionists Situational Dialogues Making Rooms Reservations. into RMB for me? Cashier : Of course, madam. Is your traveler’s cheque in English pounds or in U.S. dollars? Guest : It’s in English pounds. Cashier : Yes, the exchange rate today is £1 :___ RMB 13 Separating Bills 13 Checking the Items 14  Commonly Used Expressions 14 Part I Conversational English for Receptionists Situational Dialogues Making Rooms Reservations Dialogue One: Walk In