At the hotel

Useful phrase
Receptionist

Customer
Making a reservation

1. Arriving and moving time

1. Arriving and moving time

Good morning ABC hotel. May I

help you?

Id like to make a reservation

What can I do for you

Id like to book/reserve a room. Do

you have any vacancies?

For what date/When for, Sir?

For one/two nights

For how many nights?

For a week

How long will you be staying?

A fortnight

When would you like the room?

Ill arrive at next Monday

2. Kinds of room

2. Kinds of room

What kind/sort of room would

you like?

Id like a single/double room

Ok I got that

Id like a room with en-suite

bathroom/ a sea view/ a balcony
Could we have an extra bed?

3. Price

3. Price

Its $200 per night

Whats the price per night?

The breakfast is/is not included

Is the breakfast included?

How much do you want to pay?

Thats a bit more than I want to pay.

Then, I suggest you to take the

double room on the 2nd floor. Its
only $100 per night

Have you got anything

cheaper/quieter/bigger?
Can you offer me a discount?
Could I see the room?
4. Other information
Does the room have internet access/
air conditioner/TV
Do you allow pets?
Do you have wheelchair access?

At the hotel
Ok Ill take it! / That would be a
nice time!

Check-in
Morning, can I help you?

Ive got a reservation

Your name please?

I made reservation 2 days ago

May I have your name?

My name is John

What is your booking number?

My booking number is

At the hotel
My booking was for a single room
Could I see your passport, please?

Here it is

Please fill in this registration form

Your room number is... Here
is your room key. The room is on
thefloor.
Breakfast is from 7a.m to 10a.m
Dinner is served between 6p.m
and 9.30p.m
Enjoy your stay!

What times breakfast?

Could I have breakfast in my room,
please?
What time is the restaurant open
for dinner
What time does the bar close?
Where are the lifts?

During the stay

1. Asking for hotel services
Is there a swimming pool/sauna
room/fitness center in the hotel?
Is it possible to send a telex/make a
long distance telephone call from
here?
Where can I park my car? How to
get to the airport?
I wonder if you have express
laundry services. Id like to have
my coat dry-cleaned this
afternoon/tomorrow morning
Could I have my shoes shined/inhouse doctor?
Could I have a wake-up call at
7a.m?
2. Complaining about hotel services
The room is too hot/wet/noisy
There is no toilet
paper/soap/shampoo
My room is not been made up

At the hotel
Could you please change the
sheets/mattress?
Could I have an extra blanker/a
new towel?
Would it be possible to have a late
check-out?
Check-out
How would you like to pay?

Im not satisfied with.at all.

Have you used the minibar/fitness

center?

I think theres a mistake in this bill

I hope you had an enjoyable stay!

Could we have some help bringing

our luggage down?

Hope to see you again!

Could you call me a taxi?

Sample dialogue
Listen and fill in the blank:
Sample 1

At the hotel
A: Hello.
B: Good morning. How can I help you?
A: I have a under the last name Dogato.
B: Okay. One moment Mr. Dogato. Yes, a . for two nights?
A: Yes, thats right.
B: Could I have your ..., please? And your signature on the register is also
needed, Mr. Dogato.
A: Of course. Can I borrow this pen?
B: Sure. Here you are. I understand youre aware of the $........... towards the
advance deposit.
A: Yes, I am. Can I pay through . ?
B: Yes, you can.
Sample 2
A: Hello, Sir. How may I help you?
B: Hello. Id like to know if there is a . locker for the guests.
A: Yes, Sir. Weve got a safe deposit box here.
B: I want to some stuff in it.
A: Alright. We can only accept objects. Youll need to put your
belongings in a envelope.
B: No probs. They are just some important ..
A: Okay. Let me get you an envelope.

Sample 3
A: Excuse me, is the wifi here?
B: Yes, but wifi is extra.

At the hotel
A: How much does it cost?
B: Youll need to pay $......... per day.
A: Okay. Ill pay that.
B: The wifi password is ...
A: Thanks a lot.
Sample 4
A: Excuse me, I need a ... ...
B: Yes. What is your room number?
A:
B: I will send one immediately. Do you need anything else?
A: Ill need a couple of pillows and a .
B: No problem at all.
A: Thank you.