(for the bed)
(for the sheets / room / towels)
(for the room)
Double / Single
En-suite bathroom / toilet
What type of bedroom do I need for two friends?
Would you prefer a shared toilet?
Your towel is very dirty, what do you ask the hotel?
You are very cold, what do you ask for?
You are hungry at 3am, what do you look for?
Book / Reserve / Have a room
(Late) Check in
(Late) Check out
Change the sheets
Clean the room
Order room service
Iron my shirt / dress / clothes
Register as a member
Join the members club
Fill out a form
X: Live at a hotel
X: Sleep at a hotel
O: Stay at a hotel
What do we do when we arrive at the hotel?
My shirt is in bad condition after taking it out from the suitcase. What do we do?
What do we do before leaving the hotel?
Typical booking on the phone/ email
I’d like to book / reserve a room +/ for 5 nights / from x to x
Questions about the room
I’m afraid we are fully booked / we have no vacancies
(For) How many nights (would you like to stay)?
(for) How many persons?
Would you like a double room?
I’d prefer a twin / family suite / single please
Our rooms hold three persons maximum
The couch has a pull out bed
If there is only a double bed, where does the third person sleep?
If there are no rooms, what does the hotel tell you?
Offers & Reservations
Are there any offers or promotions?
We have twenty percent off during the week / on weekdays
Is there a discount for families?
There is a discount for booking of more than four
Can I put a hold on that/those?
Could I reserve those?
Could you reserve them for me?
Would you like to upgrade your room? We have a business suite.
What is the synonym of a reduction?
Are pets allowed/permitted/?
Can I bring pets?
Do you allow pets?
I’d like to order Room service please
Do you have laundry service / an iron?
Is there a launderette near here?
Can I have [ fresh/clean] [towels/ sheets] please?
Excuse me my key doesn’t work
The shower doesn’t work
We can’t find the TV remote
Could you give me a wake up call?
Could you clean our room please? > Could we have the room cleaned?
Would you like breakfast?
Breakfast is included
Breakfast is open / runs from 7 to 10am
Do you have any dietary requirements? Allergies?
We have a buffet
Do you have any vegan/vegetarian/halal options?
Would you like to become a member?
Please fill out this form. Please give me your name / address / email address
Can you look after my bag after I’ve checked out?
Can I leave my suitcase with you after I’ve checked out? My flight isn’t until late in the evening and I don’t want to have to drag it around all day.
We have a storage locker, it’s complimentary / it’s £1 per day.
Arriving at the hotel
Hello and welcome to the X hotel, how can I help you today?
Hello, I’ve booked a room
Under which name?
My name is…
Do you have a reference/ reservation number?
Thank you so much, can I just see a form of identification? Can I see the card it was booked under? Thank you I just need to make a photocopy of your passport.
Advice given to you
The housekeeper / maid/ cleaners needs to clean your room
Please use the “do not disturb” sign if you do not require / need room service.
Hang the sign on the handle
Take the Elevator / Lift to the 2nd floor
We have a gym on the top floor
Would you like fresh linen? Clean towels? Just call reception. Just dial O.
You have a safe to store your valuables
We need to reset your card key to open your room
Here is a list of the hotel amenities
Check in / out
You can check in from 12. You’ll need to check out by 11 am
Please hand in your key at reception when you check out
Check out at Reception
You can drop your keys off at the desk
The exit leads to the parking lot
The concierge will help you
Porter / Bellboy will take your luggage
The valet will take your car
Could you bring my luggage to my room / the lobby / the car / taxi
We should tip the porter
How would you like to pay?
There is a charge for credit cards, but not for debit cards.
Can I have the billing address? (The address where the card is registered)
Just processing that now… Ok, that’s approved.
You’ll receive a confirmation email with the booking shortly.
Enjoy your stay!
Gap fill: Hotel Front Desk
Hello and welcome to the hotel X, how may I help you today?
Yes, I would like to _________ a room, if you have any vacancies.
For how many ______ ?
three nights please
How many _______ ?
Well, there’s my wife, our child and I, so that’s three.
Alright, just checking, yes we have a__________, I’ll book that for you now, how would you like to ____?
Roleplay: Hotel Front Desk
a) Arrive at hotel (ring the bell)
b) Greet / offer help
a) You don’t need a room, you booked already, give reference number
b) Confirm people and nights / room info
a) Confirm that is correct
b) Offer breakfast ask about diet restrictions
a) Provide your allergy information
b) Present food info/ offers
a) Ask if there is anything to do for fun at the hotel
b) Give info for leisure facilities etc
a) Ask for something you would like to do (eg. sauna)
b) (respond) Ask for overall payment
a) Ask to pay later
b) Refuse politely. Take payment. Confirm with summary
a) Give thanks. Ask for a porter
b) Call the porter. Say goodbye
a) Say goodbye