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

2. 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.

3. 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

4. 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

5. 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

6. 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

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

8. 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 ____ s
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

9. 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 s
electronic safe
hour
photocopier fax
broadband

10. 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.

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

12. Structures to Practice
Linking and contrasting: so, both …. and , but…
Look at these sentences:
All rooms have Internet access. You can send s.
All rooms have Internet access so you can send s.
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.

13. 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.

14. Present Perfect Tense

15. 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!)

16. 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

17. Cultural Quiz

18. Cultural Quiz

19. Cultural Quiz

20. Cultural Quiz

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

22. 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