Final English Language Manual

CONTENTS

English Language Curriculum 2

Language Incentive Program (LIP): Policy & Procedure 4

Key English Phrases 10

General Hotel English Vocabulary: Basic Level 11

Department English

1. Food & Beverage: Vocabulary 18Scripts 23

2. Front Office: Vocabulary 27 Scripts 31

3. Housekeeping: Vocabulary 41 Scripts 46

English Language Curriculum

XYZ Hotel

Lip: INTRODUCTORY Page 1 of 50

Language Competency Curriculum

Language Incentive Program (LIP) Level 1- 3 employees only

INTRODUCTORY BAS 100 English VocabularyBAS 200 Dept. Vocabulary & Scripts

INTERMEDIATE INT 100 English VocabularyINT 200 Dept. Vocabulary & Scripts

ADVANCED ADV 100 English VocabularyADV 200 Dept. Vocabulary & Scripts

Language Development Curriculum

Language Enrichment Program For Supervisors ( LES)

CON 100 Conversation Topics ( 1 )

Language Enrichment Program For Managers ( LEM)

CON 100 Conversation Topics ( 2 )EBW 100 English Business Writing

Criteria for Language Incentive Program (LIP)

LIP LIP LIP

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(INTRODUCTORY) (INTERMEDIATE) (ADVANCED)BAS 100 English Vocabulary

INT 100 English Vocabulary

ADV 100 English Vocabulary

BAS 200 Dept. Vocabulary & Scripts

INT 200 Dept Vocabulary& Scripts

ADV 200 Dept Vocabulary & Scripts

BWA 100 Written Assessment

IWA 100 Written Assessment

AWA 100 Written Assessment

BOA 100 Oral Assessment

IOA 100 Oral Assessment

AOA 100 Oral Assessment

* Employee must satisfy all the above criteria to qualify for language incentive.

Policy & Procedure

English Language Incentive Program (LIP)

XYZ Hotel


POLICY:It is the policy of the XYZ Hotel Beijing to provide an English Language incentive to be paid on a 3-tier program.

The purpose of this policy is to improve overall standards of service by encouraging staff to constantly improve their language skill.

PROCEDURES:Conditions for qualifying for the English Language Incentive Program (LIP)

1. This Incentive is applicable to full-time and permanent casual positions from Levels 1 to 3.

2. The employee must satisfy all the criteria established in the English Language Incentive Program (LIP) in order to qualify for the Language incentive.

3. Every employee will be assessed and certified according to their level of language competency. If they satisfy the criteria of the LIP, they will qualify for the relevant incentive. The Director of Training and Development will advise the Personnel Manager on the successful completion of the English Language tests. The Personnel Manager will complete the Personnel Action Form ( PAF ) and submit to the General Manager for his approval & signature. The Personnel Manager will forward the approval to the relevant departments.

4. Following the completion of the written and oral tests, the candidate will attend a final assessment with a Level 6 Manager who has the language competency of a native English speaker.

5. The amount of Incentive per month is : a. Introductory Level : RMB 40 b. Intermediate Level : RMB 50

XYZ Hotel


c. Advanced Level : RMB 60

6. A qualified Training and Development Trainer will conduct Written & Oral Tests for each Level of the LIP whenever required.

7. In the event the employee’s language skill noticeably deteriorates, the previously qualified candidate will be asked to attend a re-assessment. If the employee is unable to pass the tests, their incentive will be withdrawn

Policy & Procedure

Japanese Language Incentive Program (JIP)

POLICY:It is the policy of the XYZ Hotel Beijing to provide a Japanese Language incentive to be paid on a 3-tier program.

XYZ Hotel


The purpose of this policy is to improve overall standards of service by encouraging staff to constantly improve their language skill.

PROCEDURES:Conditions for qualifying for the Japanese Language Incentive Program (JIP)

1. This Incentive is applicable to full-time & permanent casual positions from Levels 1 to 3.

2. The employee must satisfy all the criteria established in the Japanese Language Incentive Program (JIP) in order to qualify for the Language incentive.

3. Every employee will be assessed and certified according to their level of language competency. If they satisfy the criteria of the JIP, they will qualify for the relevant incentive. The Director of Training and Development will advise the Personnel Manager on the successful completion of the Japanese Language tests. The Personnel Manager will complete the Personnel Action Form ( PAF ) and submit to the General Manager for his approval & signature. The Personnel Manager will forward the approval to the relevant departments.

4. The amount of Incentive per month is :a. Introductory Level : RMB 40b. Intermediate Level : RMB 50c. Advanced Level : RMB 60

5. The Japanese Trainer or a trained native speaker will conduct Written &

Oral Assessment for each level of the JIP whenever required. Following the written and oral tests, the candidate will attend a final assessment with an appointed native speaker.

XYZ Hotel


Policy & Procedure

Multi-Skilling Incentive Program (MIP)

POLICY:It is the policy of the XYZ Hotel Beijing to provide additional Multi-skilling Incentives for staff who are fully certified in a second or maximum of three work related skill sets.

The purpose of this policy is to increase productivity and at the same time motivate high potential staff by providing them with opportunities for skill improvement and learning.

XYZ Hotel


PROCEDURES:Conditions for qualifying for the Multi-skilling Incentive Program (MIP)

1. This Incentive is applicable to full-time and permanent casual positions from Levels 1 to 3.

2. The employee must satisfy all the criteria established in the Multi-skilling Incentive Program (MIP) in order to qualify for the incentive for each additional skill (maximum of two).

3. Acquisition of the second multi-skilling skill set should not interfere with the employee’s primary job responsibilities.

4. After achieving the competency certification (SRP Summary) in their primary position, employees in Levels 1 to 3 can apply to commence training in another skill.

5. Qualified employees can apply in writing for multi-skilling training. The original Department Head & receiving Department Head will agree in writing that the employee is suitable for multi-skilling.

6. Both Department Heads will then schedule time for training. The training for the second skill set will normally be held outside the employee’s working hours.

7. Once an employee is Certified in a second skill set and has served in the second department for not less than 10 hours in any one month, they qualify to receive the multi-skilling incentive payment.

8. If a multi-skilled employee fails to work for a minimum of 10 hours in any one month in the second Department, the multi-skilling incentive will not be paid for that month.

XYZ Hotel


9. If the employee fulfills all the criteria according to the MIP, the Director of Training and Development will advise the Personnel Manager who will complete the Personnel Action Form (PAF) and submit it to the General Manager for his approval and signature. The Personnel Manager will forward the approval to the relevant departments.

10. The Incentive amount applicable for each skill set is RMB 40 per skill set per month.

Key English Phrases

1. Good morning/afternoon/evening, sir/ma’am.2. Welcome to XYZ Hotel, sir/ma’am.3. Welcome back, Mr. Lin.4. Thank you, sir/ma’am.5. Goodbye, sir/ma’am.6. Have a good day/evening/trip, sir/ma’am.7. Hope to see you again, sir/ma’am.8. May I……………., sir/ma’am?9. Could you please………, sir/ma’am?10. Could you please repeat?11. Could you please speak slowly?12. Please……., sir/ma’am.13. How may I help you, sir/ma’am.14. You’re welcome, sir/ma’am.15. It’s my pleasure, sir/ma’am.16. Just a moment, please.

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17. Thank you for waiting.18. Would you like anything else, sir/ma’am?19. Is there anything else I can do for you?20. Certainly, sir/ma’am.21. Yes, sir/ma’am.22. I’ll be with you soon, sir/ma’am.23. I am sorry, I do not understand, sir/ma’am. I will get help/assistance.24. I am not sure, sir/ma’am. I’ll get help/assistance. 25. I beg your pardon, sir/ma’am. 26. I’m sorry, sir/ma’am.27. Enjoy your stay/meal, sir/ma’am.28. Thank you for your feedback, sir/ma’am.29. May I suggest, sir/ma’am.”30. Perhaps you/I could… sir/ma’am.

General Hotel English Vocabulary : Introductory

1. Accept 2. Account 3. Action 4. Activity 5. Address 6. After 7. Afternoon 8. Again 9. Air 10. Air-conditioner 11. Airline 12. Airport 13. All 14. Allow 15. Amount 16. Animal 17. Announcement 18. Another

19. Answer20. Apartment21. Apologize 22. Appointment 23. Arrive 24. Ask 25. As soon as possible26. Attendant 27. Attention 28. Babysitter 29. Bad 30. Bag 31. Baggage 32. Ball room 33. Bank 34. Banquet 35. Bar 36. Barber

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37. Basic 38. Basket 39. Bath room 40. Beautiful 41. Beauty saloon 42. Bed 43. Bedroom 44. Beef 45. Begin 46. Bellboy 47. Belonging 48. Better 49. Bicycle50. Big 51. Bill 52. Birthday 53. Biscuit 54. Black 55. Body 56. Book 57. Booking 58. Booklet/brochure 59. Bottle 60. Box 61. Brand62. Break63. Breakfast 64. Bring65. Brother 66. Brush 67. Building 68. Bus 69. Business 70. Businessman 71. Busy

72. Buy 73. Cake 74. Call 75. Can 76. Cancel 77. Cap 78. Car 79. Car park 80. Card 81. Carpet 82. Cash 83. Cashier84. Center85. Certainly86. Chair 87. Channel88. Charge89. Cheap90. Check91. Check in92. Check out93. Child94. China95. Cigar96. Clean97. Clear98. Clerk99. Close100. Closet101. Clothes102. Coat103. Coffee104. Cold105. Color106. Come

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107. Comfortable 108. Company109. Complaint 110. Computer 111. Concierge112. Confirm113. Contact114. Conversation 115. Cook 116. Copying machine117. Correct118. Corridor119. Cost120. Country121. Courtesy122. Cup123. Customer124. Cut125. Daily126. Damage127. Date128. Daughter129. Day130. Delay131. Delivery132. Department133. Dinner134. Disturb135. Doctor136. Dollar137. Door138. Down139. Drawer 140. Drink 141. Eat

142. Electricity 143. Elevator / Lift144. Emergency exit145. Empty 146. Engineering 147. Entrance 148. Escalator 149. Excuse 150. Exit 151. Explain 152. Extra 153. Evening154. Every day 155. Face 156. Facility 157. Family 158. Fast 159. Fax 160. Fitness center /gym 161. Fix/repair 162. Floor 163. Flower 164. Follow 165. Food 166. Free 167. Friendly 168. Front of the house169. Fruit 170. Full 171. Function room172. Gentleman 173. Get 174. Give 175. Glass 176. Good

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177. The Great Wall 178. Guestroom 179. Hair dryer 180. Hand 181. Hanger 182. Happy 183. Head 184. Hear 185. Help 186. Honey187. Hot 188. Hotel 189. Ice 190. Ice cubes 191. Indoor swimming pool192. Key 193. Kitchen 194. Knock 195. Know 196. Lady 197. Laundry 198. Light 199. Lock 200. Look at 201. Lost and found 202. Lounge 203. Lunch 204. Machine 205. Ma’am 206. Mail 207. Make up 208. Make sure 209. Man 210. Map 211. Market

212. May 213. Meet214. Minibar215. Mistake 216. Money 217. Morning218. Music219. Name 220. Napkin 221. Need222. New223. Newspaper224. Nice 225. Night 226. Noise 227. Now 228. Number 229. Office 230. On duty 231. Open232. Opposite233. Order 234. Out 235. Paper236. Park 237. Passport238. Pay 239. Pen 240. People 241. Personal belongings 242. Phone 243. Photo / picture 244. Place 245. Pint pitcher 246. Postage

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247. Price 248. Problem 249. Procedure250. Public phone251. Put252. Quality 253. Question 254. Quick 255. Quiet 256. Ready 257. Reason 258. Receipt 259. Remember 260. Repeat 261. Replace262. Reservation 263. Rest 264. Rest room265. Restaurant 266. Right267. Ring 268. RMB=Renminbi 269. Road 270. Room 271. Room number 272. Safe 273. Safe deposit box 274. Say275. See 276. Send 277. Service278. Shirt279. Shoe 280. Shop 281. Show

282. Shower283. Sick284. Sightseeing 285. Sign 286. Sit 287. Skirt 288. Sky 289. Slippers 290. Small 291. Snack292. Soap293. Socket 294. Sofa 295. Son296. Soup297. Special298. Spell 299. Sports 300. String 301. Stand 302. Standard 303. Start 304. Stay 305. Store306. Street 307. Subway 308. Sugar 309. Suit310. Supermarket311. Supervisor 312. Table 313. Tap 314. Taxi315. Tea 316. Television

XYZ Hotel


317. Ticket318. Time319. Today320. Toilet paper 321. Tomorrow 322. Tonight 323. Tour 324. Towel 325. Traffic 326. Train 327. Travel 328. Tree 329. Trip 330. Trousers 331. Turn off332. Turn on333. Umbrella334. Understand 335. Up 336. Upset 337. Urgent 338. Use 339. Valet 340. Value341. Vegetable 342. Video 343. VIP (very important person)344. Visit 345. Wait 346. Wall347. Wallet 348. Wardrobe349. Washroom350. Watch 351. Water

352. Week 353. Weekday354. Weekend 355. Wet 356. Wife357. Window 358. Wine 359. Word 360. World 361. Work362. Write363. Wrong364. Year 365. Yesterday 366. Young 367. Monday368. Tuesday369. Wednesday370. Thursday371. Friday372. Saturday373. Sunday374. January375. February 376. March377. April 378. May379. June380. July381. August382. September383. October384. November385. December386. Spring

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387. Summer388. Autumn389. Winter390. New Year391. Spring Festival392. Valentine’s Day393. Easter394. Labor Day

395. National Day396. Thanksgiving397. Christmas398. Summer Palace399. Temple of Heaven400. Forbidden City / Palace Museum

XYZ Hotel


Department English

FOOD and BEVERAGE : Vocabulary

Table Setting1. Table2. Chairs3. Table Cloth4. BB Plate5. BB Knife6. Appetizers Fork7. Main Course Fork8. Dinner Plate

9. Entrée (Main Course) Knife10. Fork11. Water Goblet12. Coffee/Tea Cup13. Sugar bowl14. White Sugar15. Brown Sugar16. Saucer17. Teaspoon

18. Chopsticks19. Coaster (Underliner)20. Condiment Set (Salt/Pepper)21. Artichoke22. Napkin (Serviette)23. Garnishing24. Ash tray25. Matches26. Flower vase27. Candle Stand28. Candle29. Menu30. Drink List31. A La Carte32. Bill/Check33. Bill/Check Holder

Appetizer Counter (Spread)1. Appetizer2. Salads3. Sauce4. Sushi5. Ginger

Main Course (Entree) Counter1. Ala minute2. Hot plate3. Sterner (Spirit burner)4. Soup5. Ladle6. Rolls7. Carving trolley

Dessert Counter (Spread)1. Pastry (Cakes, Croissant,)

2. Fruits3. Juices (Orange, Apple,

Tomato and Pineapple)4. Ice-cream

Service Station1. Side station2. Food Cover3. Tray4. Serving Tray5. Cleaning Tray6. Toothpicks7. Wine basket8. Ice bucket9. Drawers10. Point of Sales (POS)11. Mise en place12. Baby chairs

Soft Drinks1. Coffee2. Tea3. Hot Chocolate4. Fresh Milk5. Iced Lemon Tea6. Fresh Juice (Orange,

Watermelon, Apple, etc)7. Mineral Water8. Canned Soft Drinks

Liquor1. Beer2. Stout3. Whisky4. Brandy

5. Wine (Red/White)6. Champagne7. Sparkling wine

Meat Items1. Pork2. Beef (Steak, Veal, etc)3. Mutton (Lamb)4. Chicken5. Venison (Deer meat)6. Fillet7. Cold cuts8. Hamburger9. Sausages (Hot Dog)10. Meat Balls11. Minced Meat

Poultry1. Eggs2. Sunny side-up3. Omelet4. Scrambled5. Hard boiled6. Half boiled7. Poached8. Chicken Eggs9. Duck Eggs10. Salted Eggs11. Century Eggs

Sea Food1. Lobster2. Shrimps3. King Prawns4. Prawns

5. Octopus6. Cuttlefish7. Fish (Salmon, Trout)8. Oyster9. Caviar10. Turtle11. Crab12. Swordfish13. Snapper14. Crayfish

Pastry1. Bread (White, Brown)2. Whole meal3. French Roll4. Butter (Low Calorie, Less Salt)5. Toast6. Jam7. Crepe8. Croissant9. Doughnut10. Muffin11. French Toast12. Pizza13. Buns14. Sandwich15. Cookies16. Sponge Cake17. Cheese Cake18. Chocolate Cake19. Mousse

Cooking Method1. Boiled2. Steam

3. Stew4. Well done5. Medium6. Rare7. Roast8. Baked

Condiments, Dressing, Spice & Herbs1. Salad Dressing2. Thousand Island3. Mayonnaise4. Vinaigrette5. Tabasco6. Soya Sauce7. Chilly8. Tomato (Catsup/Ketchup)9. Mustard10. Garlic11. Ginger12. Mint13. Hollandaise14. Mint Jelly15. Mint Sauce16. Horseradish

Condiments1. Jam2. Jelly3. Butter4. Margarine5. Cream6. Milk7. Sugar8. Salt

9. Pepper10. Ketchup11. Mustard12. Soy sauce13. A-1 steak sauceA-114. Tabasco15. Cheese16. Cherry17. Lemon18. Lime19. Ice cubes20. Mayonnaise

Beverages

1. Chamomile2. Chinese tea3. Jasmine tea4. English tea5. Green tea6. Coffee7. Decaffeinated coffee8. Evian9. Perrier10. Coke11. Diet-Coke12. Sprite13. Beer14. Red or White Wine15. Ginger Ale16. Soda water17. Tonic water18. Bitter lemon19. Cappuccino20. Café latte

21. Mocha22. Espresso23. Irish coffee

Freshly Squeezed Juice:OrangeWatermelonCarrot

Chilled Juice:OrangeGrapefruitApplePineappleTomatoCranberry

Ice Cream:ChocolateVanillaStrawberry

Table Setting/Miscellaneous

1. Ashtray2. Lighter3. Match4. Napkin5. Toothpick6. Menu7. Fork8. Knife9. Spoon10. Chopsticks11. Dish

12. Plate13. Glass14. Cup15. Saucer16. Cutting board17. Bar spoon18. Stir19. Cocktail pick20. Shaker21. Blender22. Garnish box23. Cork screw24. Opener25. Strainer26. Lemon squeezer27. Ice cube machine28. Coffee machine29. Dish washing machine30. Refrigerator31. Rubbish/garbage bag32. Vase33. Drink list34. Wine list35. Bill holder36. Cigar list37. Bar knife38. Cigar ashtray39. Cigar cutter40. Cigar box41. Draft machine42. Old fashion glass43. Juice glass44. Highball glass45. Collin glass46. Brandy glass

47. Short glass48. Sherry & port glass49. Beer glass50. Draught glass51. Red/white wine glass52. Champagne flute

53. Martini glass54. Margarita glass55. Cocktail glass56. Decanter57. Irish coffee glass58. Iced tea glass

Food and Beverage : ScriptsRestaurant Reservations1. Good morning/afternoon/evening, sir/ma’am.

May I take your (breakfast-lunch-dinner) reservation?2. What time would you like?3. How many people are there in your party? Smoking or Non-Smoking?4. May I have your name, please?5. We look forward to having you with us. Do you have any special request?6. May I have your room /telephone (contact) number, please?7. I am sorry; the restaurant is full at the moment.

OR I am sorry, there aren’t any tables available at that time.8. Would you please wait in our _____________for a while? I will inform you when your table is ready.9. The ________ is in the __________.

Restaurant Hours10. We are open from ...am/pm to ...am/pm.

(Host or Hostess) Seating the guest11. Good morning/afternoon/evening, sir/ma’am. May I know if you have a reservation / Do you have a reservation?12 How many in your party?13. Smoking or non-smoking section?14. This way, please.15. Here’s your table.16. I’m sorry, that table is already reserved. How about this one?

17. Your table is ready now.18. Here’s the menu.

(Waiter/Waitress) Greeting21. Good morning / afternoon / evening.22. How are you? Fine, thank you.23. Welcome to The Balcony / Oriental Promenade / Marco’s/Bagatelle/Tin Shan Palace.24. Welcome back. It’s nice to see you again.

Taking an Order25. May I take your drink order now?

Giving information about food26. We have ... ... for today.27. Today’s special is ... ... 28. We offer a la carte and a set menu.29. We have a buffet for RMB ... yuan.

Telling the guest an item on the menu is not available today30. I’m sorry; we do not have any---------- today. May I suggest ….?

Finding out how the guest wants a dish prepared31. How would you like your steak done? Well done, medium, or rare?32. How would you like your eggs done/prepared?

Sunny-side up, poached, over easy, or scrambled.33. How would you like your drink, with ice (on the rocks), with lemon/lime?

Recommending food to the guest34. Perhaps you would like to try ...........35. I would recommend ... ... to you. It is very good/It is delicious.36. May I suggest ... ... ? It is a Chinese specialty/It is the chef’s specialty.

37. That’s our chef’s recommendation.

Serving the food38. Excuse me, sir/ma’am. Here is your breakfast/lunch/dinner/drink/dessert.39. Enjoy your meal. 40. Enjoy your meal (breakfast/lunch/dinner).

Finding out if everything is all right41. How is everything?42. How is your breakfast/lunch/dinner?43. How was your meal?44. Would you like dessert/coffee/tea?45. May I get you anything else?

Presenting the bill/check46. Would you like to put the check on your hotel bill?47. Could you please sign here?48. May I have your name and room number, please?49. Here’s your bill, sir.50. Your change, ma’am.51. Thank you and have a nice day/evening.

Handling a complaint52. How is everything, sir? May I help you?53. This is quite unusual. Let me ask the chef.54. I will get you another one.55. I will have them prepare another one/something else. May I get you something else?56. Shall I have it prepared differently? 57. I’m very/terrible sorry. Can I give you something else? 58. Would you like to try something else?59. I’ll talk to the chef and see what he can do.60. I’m sorry, sir/ma’am.

Saying Good-bye61. Good-bye/ Good-night. Thank you.62. Have a nice day/evening.63. Have a pleasant weekend.

Others1. How may I help you?2. Your order (lunch/dinner) will take about 15-20 minutes.3. Your order will be delivered in 15-20 minutes.4. How would you like it prepared?5. What style would you like? Boiled / fried / scrambled / sunny-side up /

poached, etc.6. Would you care for an appetizer?7. Would you like some dessert?8. May I repeat your order, sir/ma’am?9. May I enter?10. Shall I keep your main course/entree/dish in the warmer, sir/ma’am? 11. Your bill, sir/ma’am.12. Where would you like me to place the tray/trolley13. May I put the trolley here? On the table or on the desk?14. May I get you anything else?15. Enjoy your breakfast / lunch / dinner.16. Bon apetit.

1. Booking /reservation 2. Check-out time 3. Registration form 4. F.I.T.

5. Wake up call service 6. Passport 7. Discount 8. Safe 9. Credit card 10. Visa 11. Bell boy 12. Banquet 13. Meeting 14. Luggage / Baggage 15. Room key16. Single room 17. Upgrade 18. Rack rate 19. Bell service desk20. Stay over 21. Hotel brochure 22. Executive floor 23. Void 24. Estimated time of arrival25. Pets 26. Walk in guest 27. King size bed 28. Non-smoking 29. Out Of Order O-O-O 30. Block 31. Credit FRONT OFFICE : Vocabulary

32. Debit 33. Traveler’s checks 34. Early arrival 35. Full house 36. Cancellation

37. VIP 38. Junction 39. Connecting room 40. Free transportation 41. Package rate 42. Extension 43. Inspected 44. City ledger 45. Extension cord46. Airport pick up service 47. For sale 48. Credit card 49. Group rate 50. Electricity 51. Group 52. Additional 53. No vacancy 54. Skip (walk out) 55. Confirmation number 56. Opposite 57. No charge 58. Television 59. House use 60. Travel agency 61. Estimated time of departure 62. Double room 63. Regular/repeat/return guest 64. Check out 65. Adjoining room 66. Vacant/clean 67. Occupied/dirty 68. Confirmation 69. Suite 70. High season 71. Rollaway/extra bed

72. Air conditioning 73. Heated pool 74. Lost & found 75. Car park 76. Long term/long staying guest 77. Early check in 78. Over booking 79. Block reservation 80. Adapter 81. Spa82. Preference83. No show 84. Gift shop 85. Presidential suite 86. Convention 87. Entertainment 88. Shuttle bus 89. Special rate 90. Ken Fix It 91. Coffee shop 92. Health club / Fitness center

93. Low season 94. Exchange voucher 95. Gross 96. Elevator/lift 97. Guest account 98. Corporate rate 99. Single room 100. Expected arrival list 101. Guaranteed reservation 102. Guaranteed no show 103. Double occupancy 104. Foreign exchange 105. Adjacent room

106. Baby cot /crib 107. Commission 108. Front of the house 109. Net 110. Night audit 111. Group member 112. Meeting package 113. Deposit 114. Cancellation number 115. Expected departure list 116. Paid-out 117. Rush room 118. Time difference119. Jet lag120. Mileage 121. Group leader 122. Guest history record 123. Welcome letter 124. Reception logbook 125. Average rate per guest 126. Guest ledger 127. Authorization code 128. Advance deposit guarantee 129. Late check out 130. Petty cash 131. Extended 132. Envelope 133. Transportation service 134. Complimentary 135. Gloves 136. Cap 137. Weather forecast 138. Fax 139. Mail / Post140. Message

141. Voice Mail 142. Newspaper 143. Store room 144. Flyer 145. Luggage tag 146. Morning report 147. Raise/lower the flag 148. Group check in/out 149. Door man 150. Newspaper 151. Scale 152. Post man 153. Glue 154. Parcel/packet 155. Stamp 156. Letter 157. Log book 158. Fax machine 159. Laundry 160. Parcel service 161. Dry cleaning 162. Laundry list 163. Phone book/directory 164. Dry cleaning list 165. Flight planner 166. Express mail/DHL/EMS167. Stapler 168. Staples169. Paper Clip170. Folder171. Letterhead

172. Questionnaire 173. Mail rates 174. Miscellaneous charge voucher 175. Paid out voucher 176. Adhesive tape 177. Mail/Post box 178. Swimming pool 179. Locker room 180. Swim suit 181. Mirror 182. Key 183. Massage 184. Hair dryer 185. Locker 186. Steam bath 187. Sauna 188. Heating 189. Goggles 190. Towel 191. Shower 192. Lounge-chair 193. Exercise equipment 194. Bicycle 195. Beauty Salon /Hair dresser 196. Stereo/music 197. Transportation service198. Private & Confidential199. Express Service200. Urgent

Front Office : Scripts

Reception:

Greetings1. Good morning/afternoon/evening, sir/ma’am.2. Welcome to XYZ Hotel.3. How may I help you?

Reservation Walk-inI have a reservation I would like a room

4. Do you have a reservation?

5.May I have your name, please? 5. What type of room would you like?6.Yes, we have your reservation, Sir/ma’am 6. Twin/Double/King Size Bed, Sir/Ma’am?

Stating the price for the room7. Your room rate is $200 US dollars plus 15% service charge and 6RMB Beijing City tax.

Reservation Form(Depending on your time, either fill in the registration form or ask the guest to kindly fill in the registration form.)

(Receptionist fills in form) (Guest fills in form)8. May I have your passport, please? Would you kindly fill in the

registration form, please?

9. Do you have a business card so we may create an account for you? No Yes10. May I take an imprint of your credit card for a deposit, sir/ma’am? No Yes10a. May I have a cash deposit? (Make imprint-return credit card) (Fill out receipt and give to guest)(Room rate plus 500RMB per night)10b. Here is your receipt sir/ma’am10c. At checkout you may apply your deposit toward your final bill.11. (Present room key) Your room number is …… and this is your room card.12. (Show them to the elevators) The elevators are straight ahead.12a. (If you have time you may also tell the guest about the hotel facilities.) Our guest facilities include: …………………….13. Thank you and enjoy your stay with us.

Cashier14. Good morning/afternoon/evening, sir/ma’am15. How may I help you?

Check-out16. May I have your room number, please?17. Anything from the minibar, sir/ma’am? (Prepare bill for guest)18. How would you like to settle your bill, sir/ma’am19. Here’s your bill, sir/ma’am. (Credit Card) Please sign here. Or (Cash)20. Your receipt, sir/ma’am.21. Thank you. We hope you enjoyed your stay with us.

Money Exchange(Guest may ask/say : I would like to change money)22. What type of currency would you like to change?23. Today’s rate is…….24. Could you fill this form and sign, please?25. Here’s your amount, sir/ma’am.26. Thank you.

Questions guests may ask27. How far to the airport?28. How far to the Great Wall?29. Do you have information on tours?30. Where can I mail/post this postcard/letter?31. Where can I store my luggage?32. Where can I get a taxi/cab?33. What credit cards do you accept/take?34. Do you have non-smoking rooms?35. Why do you need a deposit?

Our hotel policy requires a depositThe deposit is for your room and other hotel services you might incur during your stay.

36. How much do you need for a deposit?37. How much for the deposit?

38. Where can I change money?

Other courtesy greetingsHave a good day/evening.Have a safe trip home.Hope to see you again / soon.

Room InformationRoom Size Bed SizeRegular FloorsStandard Superior

Bell/Concierge:

Greeting s 1. Good morning/afternoon/evening, sir/ma’am.2. Concierge.3. Jeremy speaking.4. How may I help you?

About luggageA) - Where can I store my luggage?

You may store your luggage at the / with concierge.- How many days may I store my luggage?/How long may I store

my luggage? Here is your claim ticket, sir / ma’am.

B) - I need my luggage picked-up. May I have your room number and may I know how many luggage you have, sir/ ma’am?- 2244 and I have 2 big suitcases. Yes sir. All right Mr./Ms. XXX, Our bellboy will go to your room right now.

C) (ring the bell once)- Bell boy.(Door opened)- May I come in/enter, sir / ma’am.- Which luggage/baggage shall I get for you?- Here’s your _________.- I’ll wait for you in the lobby.

Guests may ask1. Where can I get a taxi? / I need a taxi.2. How far is to Great Wall / Summer Palace / Forbidden City / etc. ?3. I need information of city/local tours.

Farewell- Thank you for staying with us.- Have a pleasant day. - Have a safe trip.- Enjoy your day.- Have a nice day/evening/trip.

Guest may ask:1. Where is your hotel located? / Where is the hotel location?2. Do you have business facilities?

Yes, we have Business Centres on the ____ & _____ floors3. How far is your hotel from the Great Wall/ Summer Palace/ Forbidden City/

etc.?4. How many restaurants do your have?

- We have _____ restaurants: ......….5. Do you have health club / fitness centre?

- Yes, we have a Fitness Centre on the _____ floor.6. What will the weather be like then?

- It will be sunny, cloudy, rainy, windy, etc.

7. Is there a supermarket / grocery store nearby?8. Where can I get a taxi? / I need a taxi.9. I need information of tours.10 How’s the weather in Beijing now?

PABX Operators:

Greetings1. Good Morning/Afternoon/Evening/Night2. XYZ Hotel Beijing3. How may I help you?4. Just a moment please.5. I will transfer you.6. Thank you for calling.

Transfer to room7. May I have the guest’s name, please?

Transfer from room8. Please hang up first. I will transfer the call for you.

Taking a message9. I am sorry, sir/ma’am. There is no answer. May I take a message?9a. I am sorry. The line is engaged /busy. May I take a message?10. May I have your sir name and spelling, please?11. May I have your first name and spelling, please?12. May I have the message?13. May I have the contact number, please?14. May I help you with anything else today?15. Thank you for calling.

Retrieving a phone number/information for the guest16. Just a moment, sir/ma’am. I will call you back with the phone number.

17. This is the operator, sir/ma’am. 18. Yes, the phone number is 1234 5678.

Wakeup call20. May I have the time, please?21. May I have the room number?22. Yes, sir/ma’am. Your wakeup call for tomorrow at 7:00am (Room 1121) is

confirmed.23. May I help you with anything else?24. Thank you. Have a good night.25. Mr. Mike is not in his room. Would you like to call his mobile phone? The

number is …….26. I’m sorry, according to our hotel policy, we can not give out our guest’s

name and room number.27. I’m sorry, there is no guest registered under Smith.28. I’m sorry this is XYZ Hotel Beijing. You have the wrong number.29. Yes, sir. I will send a bellboy to your room immediately.30. I’m sorry, the phone in room does not seem to be working. I will have

Housekeeping look into it. Just a moment, please. 31. I’m sorry, I cannot hear you very well. Could you speak louder please?32. I’m sorry. Could you speak a little slower, please?

Reservations:

Greetings1. Good morning, XYZ Hotel Beijing.2. Reservations.3. Nancy speaking.4. How may I help you?

Yes, I’d like to reserve a room.5. Do you have a business account with us?6. What day would you like to check-in?7. And your departure date, sir/ma’am?

8. We have available our Oriental Club floors and our standard room floors. What type of room would you like?Standard room

8a. For how many people?9. What type of bed would you like, single or double?

Double10. Smoking or Non-smoking room?

Non-smoking10a. Yes, we have that available.

How much is it?11. The room rate is US$200.00, plus 15%(percent) service charge and 6 yuan

Beijing City Tax per night.That’s fine

12. May I have your sir/last name, please?13. May I have the spelling, please?14. May I have your first name, please?15. May I have the spelling, please?16. In order to guarantee your room and room rate, we need your credit card

number. No

16a. I’m sorry, sir. We cannot guarantee your reservation without a credit card number.

17. May I have a contact telephone number?18. May have your flight details? Would you like our private car or our free

shuttle pick-up?19. May I repeat your reservation, sir/ma’am?

We have a reservation for Mr. Joseph Amato, for one non-smoking standard room, check-in on June 1, Check-out on June 3, and the room rate is …….

20. May I help you with anything else today, sir/ma’am?21. Thank you for calling. We look forward to your arrival…

Other Phrases:1.May I have your last name, (please)? …………. . Thank you.2.How may I help you?

3.May I have your passport and credit card to proceed with the registration, sir/ma’am?

4.May I take an imprint of your credit card for a deposit, sir/ma’am?5.Here is your receipt sir/ma’am. 6.Do you have reservation? 7.How would you like to pay, by cash or by credit card? 8.I wish you a pleasant stay with us.9.In case you need any help, please contact me at _______.10. What time will you check out?11. I will fill in the registration form for you, please wait for a moment.12. Please sign here, Mr./Mrs.… Thank you.13. Your room number is …… and this is your room card.14. Your room rate is $170 US dollars plus 15% service charge and 6RMB Beijing

City tax, Mr./Mrs…. 15. Do you have a business card so we may create an account for you?16. Our rack rate is US $ 239.17. Would you like a smoking or non-smoking room/floor? 18. What type of room would you like?19. Would you please pay 1500RMB as a deposit?20. Thank you and enjoy your stay. 21. The elevators/lifts are straight ahead.22. Just a moment, please. I’ll be right with you, sir/ma’am. 23. Thank you for waiting, sir/ma’am. 24. I’m able to extend your reservation.25. Good …, sir/ma’am (guest name). Have you consumed anything from mini bar

last night? /Did you use your mini bar last night, Mr./Mrs….?26. How was your stay, Mr./Mrs…?27. Thank you for your feedback, sir/ma’am.28. How would you like to settle your bill, sir/ma’am29. This is your bill, Mr./Mrs… Please check/verify and sign here.30. Your receipt, sir/ma’am.31. Thank-you. We hope you enjoyed your stay with us.32. Mr./Ms. XX, may I make a reservation for your next visit? 33. Could you please sign your bill and credit card slip? 34. It’s my pleasure, Ms Li.

35. May I know your name and room number? 36. How many pieces of luggage/baggage do you have, sir?37. I’ll have someone come to your room right away. 38. I will have it sent to your room.39. What type of currency would you like to change?40. Today’s rate is…….

HOUSEKEEPING : Vocabulary

1. Bath foam/shower gel 2. Body lotion/moisturizer 3. Moisturizer 4. Shampoo 5. Conditioner 6. Shower cap

7. Bath soap 8. Hand soap 9. Soap dish 10. Comb 11. Sewing kit 12. Wax

13. Razor 14. Cotton ball 15. Detergent 16. Emery board 17. Matches 18. Sanitary/disposable bag 19. Refuse/garbage bag 20. Disposal bag 21. Shopping bag 22. Tissue paper/facial tissue 23. Toilet paper/roll 24. Toothbrush 25. Tooth paste 26. Toothbrush set 27. Bath robe 28. Bath mat 29. Bath towel 30. Face towel 31. Hand/wash towel 32. Washcloth 33. Shower curtain 34. Shower curtain rod 35. Bed sheet 36. Pillow case37. Blanket 38. Drapes (US)

/curtain (UK)39. Sheer curtain 40. Cushion 41. Extra blanket 42. Fluffy rug 43. Pillow case 44. Pillow (down/feather) 45. Duvet 46. Wool blanket

47. Electric shaver 48. Lighter 49. Adapter 50. Plug 51. Baby bed, cot/crib 52. Shoe polish 53. Black (color) 54. Brown (color) 55. Bulb/light bulb 56. Central heating 57. Heater/electric heater 58. Humidifier 59. Door bell 60. Extra/rollaway bed 61. Hair dryer 62. Iron 63. Ironing board 64. Laundry basket 65. Clothesline 66. Laundry 67. Laundry bag 68. Shoe brush 69. Thread 70. Bath tub/tub 71. Scale/bathroom scale 72. Hand rack 73. Flushing lever 74. Basin 75. Toilet 76. Toilet bowl 77. Toilet tank 78. Toilet seat 79. Toilet cover 80. Scrub brush 81. Tile

82. Tumbler 83. Glass 84. Hair dryer 85. Mirror 86. Wash basin/hand basin/face

basin 87. Soap dispenser 88. Shower head/nozzle 89. Heating control 90. Faucet (US) / tap (UK) 91. Cold water faucet 92. Hot water faucet/tap 93. Bath mat94. Ceiling 95. Ceiling light 96. Trash can/rubbish/waste bin 97. Socket 98. Air conditioner vent 99. Exhaust fan 100. Slippers 101. Alarm clock 102. Air-conditioner 103. Ashtray 104. Bedside lamp 105. Table lamp 106. Night light 107. Carpet 108. Furniture 109. (Picture) frame 110. Picture 111. Sofa/couch 112. Bedside table 113. Shoe basket 114. Shoe Mint115. Vase

116. Flower 117. Plant 118. Vanity/dressing table 119. Shoehorn 120. Light switch 121. Master switch122. Wall paper 123. Clothes hanger 124. Coat hanger 125. Wardrobe (UK) / closet (US) 126. Table/writing desk 127. Chair 128. Drawer 129. Peep-hole 130. Door handle 131. Door stopper 132. Mattress/duvet 133. Electric kettle 134. Mineral water 135. Guest questionnaire 136. Laundry list 137. Luggage rack/ luggage stand 138. Map 139. Mini bar 140. Bottle opener 141. Ice tongs 142. Ice bucket 143. Note pad/paper 144. Shaving socket 145. Extension cord 146. Safe box/safe deposit box 147. Guest services

directory/compendium 148. Telephone 149. Ballroom/function room

150. Restaurant 151. Private Dining menu 152. Breakfast menu 153. Menu 154. Do not disturb sign/DND sign 155. Please make up sign/PMU

sign 156. Telephone directory 157. Television: movie channel 158. Television cabinet 159. Remote control160. TV Program / Movie Guide,

television guide. 161. Compendium / stationery

holder / folder 162. Fire escape / exit 163. Fire exit diagram 164. Fire extinguisher 165. Fire sprinkler 166. Smoke detector 167. Security latch 168. Entrance 169. Exit170. Stationery holder/folder 171. Note pad172. Envelop 173. Fax form/paper 174. Handle/pull 175. Post card 176. Ball/ball point pen, pencil, pen177. Letterhead/Writing/letter paper 178. Transformer

Public Area1. Fitness center

2. Swimming pool/Lagoon Spa3. Business center 4. Lobby 5. Rest room / washroom /toilet6. Corridor / hallway 7. Window 8. Floor 9. Stairs 10. Marble 11. Fountain12. Glass 13. Elevator /lift 14. Dusting 15. Mopping 16. Dustpan and brush 17. Vacuum cleaner 18. Deep cleaning19. Bucket 20. Water bucket/pail 21. Scrub 22. Wipe 23. Sweep 24. Carpet sweeper 25. Whisk broom 26. Coaster 27. Mop 28. Polish29. Restaurant30. Wet

Laundry1. Dry cleaning 2. Wash 3. Press 4. Steam

5. Shrink/shrunk 6. Fade/faded 7. Stretch 8. Hole 9. Stain 10. Starch 11. Fold/folded 12. Hang/hanger 13. Hot 14. Cold water 15. Tumble dry16. Coat hanger 17. Express service18. Extra charge19. Damage 20. Color run 21. Dye22. Fabric23. Mend24. Cotton 25. Button 26. Hem 27. Cuff

28. Collar 29. Seam30. Laundry bag 31. Laundry basket32. Laundry list 33. Pleats/pleated 34. Suit35. Jacket36. Trousers37. Slacks38. Dress39. Shirt40. Blouse41. Tie42. Sweater43. Overcoat44. Pajamas45. Shorts46. Panties47. Brassieres (bra)48. Stockings/tights49. Under slip50. Sports wear

Housekeeping : Scripts

Make Up RoomAttend: Good morning, Housekeeping. May I come in?Guest: Good morning.Attend: May I clean your room, sir?Guest: Sorry, this is not the right moment/ right time.Attend: Shall I come back later?Guest: Yes please. Could you come back in an hour?Attend: Of course/Certainly. I’ll be back in an hour. Goodbye, sir/ma’am.Guest: See you later.

Turn down ServiceAttendant: Good evening, may I come in for turn down service?Guest: Yes, come in please.Attendant: Thank you, sir. Is there anything else I can do for you?Guest: Yes, I would like a few more towels.Attendant: Certainly/Sure. Just a moment/One moment please. I will go and

get them at once. Here are your towels, sir/ma’am.Guest: Thank you very much.Attendant: You’re welcome.Guest: Good night, sir/ma’am.

Attendant: Good night.Attendant: Good night

Laundry

Situation 1 :

Jane(staff) : Thank you for calling Laundry, Jane speaking. How may I help you?Guest : 1324 Good morning/afternoon. My room is 1324. I have some laundry OR I need Laundry Service. Could you send someone to

pick it up?Jane : Yes, of course/certainly, guest name. We will send someone to

pick your laundry up right away. Please leave your laundry insidethe room.

Guest : Do I need/have to wait for you?Jane : No, you don’t have to, (guest name). Is there anything else,

sir/ma’am?Guest : I guess not. Thanks.Jane : You are welcome. Have a good day/evening, (guest name).

Situation B :At 8: 38 amGuest : Good morning. This is room 756. I have some laundry.

OR Good morning. This is room 756. Could you send/have someone pick up my laundry?

Mr. Zhang: Yes/Of course/Certainly, (guest name) OR sir/ma’am. Please leave your laundry in your room. Our staff will pick it up.

Guest : By the way, when can I get my laundry back?Mr. Zhang : Your laundry will be ready before 6:00 pm this evening, (guest

name) OR sir/ma’am.Guest : That’s good.

Situation C : After 3 pmSusan : Good afternoon. Laundry, Susan speaking. How may I help you? Guest : Yes, this is room 956. I have some laundry.Susan : Yes, sir/ma’am. I’ll send someone right up to pick up your laundry.Guest : Can I get my laundry back today?Susan : I’m sorry, (guest name). It is now after 3pm. Your laundry will only

be ready tomorrow. If you like, we offer/provide Express Laundry Service. You can have your laundry back in 3 hours. There is a 50% extra charge.

Guest : That’s great. I will go for the Express Service. But when will you come to pick up my laundry? Do I have to wait for you? You see, I am going out in a few minutes.

Susan : You do not have to wait (guest name).Just leave your laundry slip/form and bag in your room and we will pick it up right now. After 3 hours, we will deliver your laundry to your room. Is there anything else, (guest name)?

Guest : No, and thank you. You have been very helpful.Susan : It’s my pleasure. Have a good day, (guest name).

Situation D (at 9 am):Vicky : Good morning, Laundry, Vicky speaking. How may I help you?Guest : 1148, Well, my room number is 1148 and I have Laundry.Vicky : Yes, (guest name). Just leave your laundry bag in your room. We

will pick it up.Guest : Can I get my laundry back this evening?Vicky : Certainly/Of course/Sure, (guest name). You will have your

laundry back before 6 pm.Guest : Alright. Please come and pick up my laundry now.Vicky : Yes, ( guest name ). Thank you and Goodbye.

Situation E :Susan : Good morning, sir. This is Laundry Service. May I speak to Mr.

Smith?Mr. Smith: Yes, speaking.Susan : Hello, Mr. Smith. We received your laundry this morning. When we

checked, there is a shirt missing/ short of a shirt.Mr. Smith: How many shirts have you got with you?Susan : We received 3, but on the laundry form/slip, you wrote 4.Mr. Smith: Oh, I am really sorry. It’s all my fault. There is one shirt in the

bathroom.Susan : It’s alright, Mr Smith. We just wanted to make sure/confirm that

you sent 3 shirts for laundry. Is that correct/right?Mr Smith: That’s right.Susan : Thank you, Mr. Smith. Have a nice day.

Situation F :Vicky : Good afternoon, sir. This is Laundry Service. May I speak to

Mrs Norita?Mr Norita : Please hold on.Vicky : Thank you.Mrs Norita: Hello, this is Mrs. Norita.Vicky : Good afternoon, Mrs Norita. I am Vicky form Laundry. We

received you laundry just now. When we checked it, we found that there is a hole on the back of your jacket. Would like us to proceed to wash it?

Mrs Norita: Yes, I know about the hole. Just carry on/proceed with the washing.

Vicky : Alright, Mrs Norita. Thank you and have a good day.Mrs Norita: You too, love.

Situation G : Wang : Good afternoon, this is Laundry Service. May I speak to Ms Seles?Ms Seles: Yes, this is Seles speaking.Wang : Ms Seles, we received your laundry about ten minutes ago. We

checked your laundry and found that the color of your silk blouse has faded.

Ms Seles: Are you sure? I didn’t notice that.Wang : I see. Would you like us to bring it to your room now?Ms Seles: Yes, please do. I will wait for you here.Wang : Thank you, Ms Seles.I will send someone up with your blouse

right now.Ms Seles: Thank you.Wang : You’re welcome.

Situation H :Zhang : Good afternoon Laundry, John speaking. How may I help you?Guest : I am a guest here and I sent my laundry to you this morning. Are

they ready yet?Zhang : Yes, (guest name). Our Laundry valet is delivering the laundry to

the rooms right now. Guest : But I need my clothes immediately. I have a meeting in a few

minutes time.Zhang : I will deliver your laundry to your room right away, (guest name).Guest : Thank you.Zhang : You’re welcome, (guest name).

Situation I :Chen : Good afternoon. Laundry. Chen speaking, how may I help you?Guest : I got my laundry back just now, but my pants are not there.Chen : I’m sorry about this, (guest name). Could you please take a look in

your closet/wardrobe? We usually put clothes on hangers in there.

Guest : Wait a moment. I’ll take a look.Chen : Thank you , ( guest name )Guest : Yes, I found them. Thank you very much, so sorry to trouble you.Chen : That’s alright, ( guest name). Good bye.

Situation J :Guest : I am a guest in 1201 and I have a problem with my laundry.Zhang : I’m sorry about that, (guest name). Could you tell me what is the

problem?Guest : The shirt that I sent for Laundry is damaged. I want to know how

that happened and what you are going to do about it. Zhang : I am very sorry, (guest name). I will come to your room to have a

look right now.Guest : Yes, and you had better be quick.Zhang : Yes, (guest name).

Runner/Laundry Valet :Runner/Valet: (knock at the door) Laundry Service. May I come in?Guest : Yes, come in please.Valet : Good morning, sir/ma’am. I am from Laundry. May I pick up your

laundry?Guest : Here they are. This is for Laundry, and this one is for dry-cleaning.Runner/Valet: Thank you, sir/ma’am.

(Check if the guest has filled the Laundry form)Runner/Valet: Sir/ma’am, do you need help to fill it up?

( Fill in the form on the spot OR take form and fill it up later )Runner/Valet: Thank you.

Public Area:

Giving Directions1.Say : This way, please, sir/ma’am.

: Please follow me, sir/ma’am: After you, sir/ma’am. : Please turn right/left, sir/ma’am.: Over here or It's over here, sir/ma’am

Do Not Say : There or Go there.

2.You : Good afternoon, ma’am. Guest : Excuse me, where is the toilet / rest rooms / washroom / bathroom?You : It’s on the ________ , sir/ma’am

: It’s near the elevators, sir/ma’am.

3.Guest : Can you tell me where the Banquet / Ballroom is?

: May I know where the ___ Restaurant is? : Please tell me how to get to the ___ Restaurant? : Where is the Grand Ballroom?: Sorry, how could I get to the Executive Office?

You : Certainly /Yes, sir/ma’am.

Cloak Room :1. Good morning/afternoon/evening, sir/ma’am2. Welcome to our hotel, sir/ma’am. 3. Welcome to XYZ Hotel, sir/ma’am. 4. May I help you, sir/ma’am? 5. Thank you, sir/ma’am.6. Do you have any valuables in it, sir/ma’am?/ Do you have anything

valuable in it, sir/ma’am?7. Could you please keep your valuables in the Safe Box, sir/ma’am?8. Would you like to keep your valuables in the Safe Box, sir/ma’am?9. You may keep your valuables in the Safe Box, sir/ma’am.10. Our Safe Box is _________, on the______ floor, sir/ma’am.11. This is your card, sir/ma’am. 12. Thank you, sir/ma’am. 13. Have a good time/evening, sir/ma’am. 14. May I have your card, sir/ma’am?15. Thank you, sir/ma’am

16. One moment, please. I'll get your coat / bag (UK)purse (US) / hat right away.

17. Here is your coat/bag(purse)/hat, sir/ma’am.18. Good bye, sir/ma’am. 19. We hope to see you again/soon, sir/ma’am.20. Have a good day/evening/night, sir/ma’am.

Other Phrases 1. Could you please show me?2. I am very sorry.3. Thank you very much.4. Which items did you have for laundry?5. I’ll send them to your room right away.6. Certainly, Mr Mikato.7. Yes, sir/ma’am. 8. Is there anything else, sir/ma’am?

Documents

Final English Language Manual