Transcript

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Vocabulary

How much did you understand?

Here is the vocabulary you saw at the top of this page and how Rowan, Rich and Jack used it in the roleplay. Do you know the words in bold?

I want to check-in and hit the sack. Flying always makes me really tired.

These will be charged directly to your credit card.

 I’m afraid the lift is out of order but I’ll just give the porter a shout. He can help you with your bags.

The business centre is on the first floor – there are computers and printers as well as meeting rooms if you need them.

Have you tried plugging the television in sir?

The signal is fine down here. They’re losing 1-0. Ten minutes left.

Listen to the roleplays again to hear how Rich, Rowan and Jack used these words and phrases.

Vocabulary

Checking in

In the first roleplay, Rowan and Jack were checking in to the hotel. Do you know the phrases in bold that we often need to understand when we arrive at a hotel?

Jack: Hi. We have a reservation for five nights.

Receptionist: A double room for five nights? What name is it under?

…

Jack: It’s all paid in advance. We made the booking online – I have a reference number here somewhere.

Receptionist: The booking number is not necessary. We’re actually fully booked tonight. Would one of you mind taking a double room?

…

Jack: Is there anywhere we could get a bite to eat?

Receptionist: The restaurant is about to close but room service is available until eleven and there is a mini-bar with drinks and snacks in your room. 

Have you ever stayed in a hotel and had to speak English? How was it?

Vocabulary

Hotel Facilities

In the second roleplay, a helpful porter took Rich’s bags and told him everything that the hotel had to offer. Do you know the words and phrases in bold that describe different hotel facilities?

Tony: The gym and sauna are on the ground floor and there are three pools in the spa area. 

Rich: Sounds great. Is this my room here? Thanks so much. 

…

Rich: An outdoor pool – wonderful, but …

Tony: Here let me help you with the door. Then there are the room facilities: Phone, TV, iron, hairdryer, bath and shower, desk – it’s an enormous room.

…

Tony: And our guest facilities include our laundry service, in-room breakfasts, free airport transfers, a babysitting service …

Rich: Thank you, Tony. I really need to use the facilities now. Have a nice evening.

Have you ever been to a hotel with lots of facilities? Would you like to?

Vocabulary

Making a complaint

In the third roleplay, the TV in Rich’s room didn’t work and he rang reception to complain. Do you know the words and phrases in bold that are often used when making and responding to complaints?

Rich: Hello, yes. It’s the TV in my room. Room number 242. I’m really sorry but I’m afraid there is a problem with my TV. I can’t get it to turn on. I’m trying to watch the match.

Receptionist: I’m so sorry to hear that. We will send someone up to have a look at it, sir.

…

Rich: I’m really sorry to bother you again but I rang a while ago about my TV not working and you said you would send someone up to look at it and nobody has come.

Receptionist: I’m terribly sorry about that. You must have spoken to my colleague. What’s your room number?

…

Hotel manager: Certainly, sir. How can I help?

Rich: I’m sorry to say this but I found your receptionists to be both rude and unhelpful. I was trying to watch the Liverpool – United match last night but the TV didn’t work.

Hotel manager: I’m really sorry about all of this. We’ll send someone up to your room right away.

Activity 2

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Travel & Tourism: Hotels

In this week’s Premier Skills English Podcast, Jack, Rich and Rowan are staying at a hotel. The language focus is on checking in, hotel facilities and making a complaint.In this week’s task, we want you to make a complaint and respond to some complaints. Don’t forget to listen to the end of the podcast because we have a new football phrase for you to guess.

Task

Making and responding to complaints

In this week’s task, we want you to imagine you are a hotel guest and you want to complain about something.

• What’s the problem? 

You want to complain about some of the hotel facilities. Maybe there is a problem in your room, with the food, the sports equipment, or in the business centre.

• Write your complaint in the comments section below.
• We also want you to imagine you are the hotel manager.
• When you see a complaint in the comments section we want you to respond to that complaint.

Try to use some of the language we used in the podcast.

Write all your answers below and don’t forget to have a guess at this week’s football phrase.