General Education Office LA221/LA2401 English for the Hotel Business Unit 9: International Guests

Objectives The objectives of this unit are…. 1. Language Focus: Business Facilities and Services 2. Vocabulary Focus: Customer Service for International guests The purpose of this unit is to familiarize yourself with important dialog and terminology when handling foreign businesspeople.

Objectives After this lesson, you will be able to: recognise and use common business travel vocabulary identify and recommend business facilities use the present perfect continuous with present perfect simple describe cultural aspects and considerations use linking and contrasting structures

Business Travelling 1 2 3 4 5 6 7 8 9 10 board the plane baggage claim Look at these pictures and match the correct description. arrive baggage claim passport control customs check in security take off departure gate board the plane duty free 1 2 3 4 5 board the plane baggage claim security check in arrive 6 7 8 9 10 departure gate passport control customs duty free take off

Business Travelling Put these stages of air travel into order.  Board the plane.  Land.  Collect your bags.  Leave the airport.  Go through customs.  Go to passport control.  Go to the departure gate.  Take off.  Arrive at the airport.  Check in your bags.  Go to the duty free shop.  Go through security. 6 8 9 12 10 11 5 7 1 2 4 3

Superior Hotel Service What is a VIP? Very Important Person typical businessperson e.g., company salesman or woman have rooms allocated in advance simple check-in procedures duty manager aware they’re coming What is a VVIP? Very Very Important Person most important people in a company (CEO / President) room triple-checked to make sure everything is perfect extras for free special gifts like flowers, wine and chocolates not to be bothered by check-in at front desk duty manager must always greet them and escort

Business Facilities Can you name the following business facilities……..?

Listening – Business Facilities What special features do business travelers expect? Listen and tick the facilities or services that you hear. Which ones are mainly for business travellers? 1 ____ photocopier 10 ____ satellite TV 2 ____ disabled access 11 ____ printer 3 ____ TV Internet access 12 ____ fax 4 ____ garden 13 ____ emails 5 ____ pay-per-view films 14 ____ car hire 6 ____ multi-line phones 15 ____ swimming pool 7 ____ broadband 16 ____ babysitting service 8 ____ electronic safe 17 ____ minibar 9 ____ 24-hour room service 18 ____ laundry service

Listening Listen again and complete the sentences using the facilities in exercise 1: All rooms have satellite TV with ___________-_________-___________ facilities. Theres Internet access for sending ___________ . Both the minibar and the ________ __________ are standard in all rooms. We have __________ - _________ room service. The printer, _________, and __________ facilities are in the business centre. The centre’s fully equipped and offers ___________ Internet access. pay per view emails electronic safe 24 hour photocopier fax broadband

Expressions to learn Can you tell me about your in-room facilities? Both the minibar and the electronic safe are standard in all rooms. What about facilities for business travelers? The centre’s fully equipped.

Business Facilities Match the words of phrases (1-9) with their definitions below (a-i): 9 6 5 3 1 7 8 2 4

Structures to Practice Linking and contrasting: so, both …. and , but… Look at these sentences: All rooms have Internet access. You can send emails. All rooms have Internet access so you can send emails. The minibar is standard in all rooms. The electronic safe is standard in all rooms. Both the minibar and electronic safe are standard in all rooms. Internet access is in the rooms. Fax facilities are in the business centre. Internet access is in the rooms but fax facilities are in the business centre.

Structures to Practice Use both …. and, so, or but to link these pairs of sentences. The hair salon is open during the week. It’s closed at weekends. The restaurant is fully booked. We can’t take any more bookings. The hotel has a fitness centre. The leisure centre has a fitness centre. The chef is ill.. The sous chef is charge. The table was booked for eight o’clock. The guests didn’t arrive until 9.00. Petra finishes her work placement next week. Dirk finishes his next week. The hair salon is open during the week but it’s closed at weekends. The restaurant is fully booked so we can’t take any more bookings. Both the hotel and leisure centre have a fitness centre. The chef is ill so the sous chef is charge. The table was booked for eight o’clock but the guests didn’t arrive until 9.00. Both Petra and Dirk finish their her work placement next week.

Present Perfect Tense

Present Perfect Continuous vs Present Perfect Simple Notice how we use the Present Perfect Continuous: - Some of our guests have been coming here for years. He’s been writing a report since three o’clock. We use the Present Perfect Continuous with a phrases saying how long. Compare this with Present Perfect Simple: - We’ve had lots of VIPs here this week. He’s (has) written twenty pages of his report. We use the Present Perfect Simple with a phrase saying how many or how much. I’ve been working here for two hours. I’ve only updated my FB status twice. I’m not addicted……….. (yeay!)

Present Perfect Continuous vs Present Perfect Simple Put the verbs in the following sentences into the correct forms. A I (save) ___________ for two years. I (save) _____________ $1000. B Since lunch time, Mary (read) ____________the newspaper, She (read) ______ half of it. C I (only play) __________ a few games of squash because I (only play) _______________ it for a while. D I (drink) ___________ coffee all day. I (drink) _______ eight cups. E (you only read) ____________ the first chapter? You (read) ___________ that book for ages. F Albert (not work) _____________ there for long, but he (already be promoted) __________________ twice. G I (sit) __________ at my typewriter since eight o’clock this morning, but I (only manage) _____________ to write four letters. H Belinda (play) __________ tennis since she was five and it shows – she (win)_______every competition she’s entered in the last two years. have been saving have saved has been reading has read have only played have only been playing have been drinking have drunk Have you only read have been reading hasn’t been working has already been promoted have been sitting have only managed has been playing has won

Cultural Quiz

Cultural Quiz

Cultural Quiz

Cultural Quiz

Cultural Differences – Check in Can you See a DIFFERENT CULTURE ?

Summary During this lesson, you have: recognised and used common business travel vocabulary identified and recommended business facilities used the present perfect continuous with present perfect simple described cultural aspects and considerations used linking and contrasting structures