Lesson 11
What’s the date today? – Today it’s Monday 23rd February “thurd”
What was the date yesterday? It was Sunday “the” 22nd “of” February
Saturday was the day before yesterday.
What is the date the day after tomorrow?
In two days’ time
I’m going to the dentist in three days’ (time).
I’m flying to England in two weeks’ time.
I’m going to start a course in three weeks’ (time).
I’m going on holiday in three months’ (time).
I went to the dentist for three days ago.
I flew to England two weeks ago (fly, flew, flown)
Flee – fled – fled (from a war, political unrest)
I started a course three weeks ago.
I went on holiday three months ago.
What are these times? 12.00 12.05 12.10 12.15 12.20 12.25 12.30 12.35 12.40 12.45 12.50 12.55
- Twelve fifteen
- Quarter past 12.
- Half past 12
- Twelve thirty five or twenty-five to one.
- Quarter to one
A skip (BrE) a dumpster (US)
An airtight container (= keeps the air out)
Danish pastries (“day-nish pay-strees)
Cottage cheese
I eat it as it is (= no additions, no changes)
A booth (by the window)
Disposable straws – reusable straws
How do you keep metal straws clean and hygienic? – Use a small bottle brush
Good hygiene – kill the bacteria
Drinking water
In the UK, water from the bathroom is not drinking water.
I hold the straw with tongs and pour in boiling water
She uses a water filter. They need to filter the water before they drink it because the water is so hard in that region.
My mother had to soak the shower head in vinegar every week.
A playground or a play area
There’s a swing, a slide and a see-saw
Check in
| In breakout rooms talk with your partner(s) and discuss the different stages of check in.
– What happens when guests arrive at a hotel? What do they see? What do they do? – How does the hotel greet guests? – What happens at the front desk? – How was the room reservation made (before arrival)? – What happens if guests don’t have a reservation? – What questions might a receptionist ask guests? – What information does a receptionist usually give guests? – What questions or requests do guests often have during check in? – How do guests find their rooms?
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They go straight to reception
Good morning, welcome to our hotel.
Receptionist questions
Do you have a reservation?
Would you like a welcome drink?
Could I see your passport(s) please.
The reservation was made by phone, by email, on the online booking site, on the hotel website
Would you like to upgrade to a room with a balcony/ a junior suite/ with a sea view?
The sunny side of the hotel
Are you planning to use the gym/the swimming pool while you are here?
How many room keys/ key cards would you like?
Guest questions
It’s my husband’s birthday while we are here, is there anything special that you arrange?
Could we have two keys please?
Could we have a map of the local area please?
You should download the SL/SJ/local transport app.
We’ve paid for a room with a seaview
We will move to a room with a seaview
Checking in
Check in
Receptionist: Welcome to Hotel Sunshine. Do you have a reservation?
Guest: Yes, under the name Smith.
Receptionist: Can I see your passport, please?
Guest: Of course. Here you are.
Receptionist: Perfect. Thank you. Your room is 305 on the third floor. Here’s your key card /room card.
Guest: Thank you! What time is breakfast served?
Receptionist: We offer a complimentary breakfast.
Breakfast is included in the room price.
Breakfast is not included in the price, it’s 200kr extra per person.
It’s served between 6.30 and 9.30 on weekdays and from 7am to 10am on weekends/ on Saturdays and Sundays.
Guest: And what facilities are available in the hotel?
Receptionist: We have a spa with a sauna and a fully-equipped gym and a swimming pool.
Guest: Do you have aqua aerobics classes?
We have classes every day between 9 and 10.
We arrange children’s activities and a show every evening in our concert hall.
Early Check-In Request
Guest: Hi, I’d like to check in.
Receptionist: Welcome! Your room is ready from 3 PM. Would you like to leave your bags here?
Guest: Actually, is early check-in possible?
Receptionist: Let me check. Yes, we can arrange it for an extra $20.
Guest: That’s fine. Thank you.
Guest – We have a late evening flight on our final day. Is a late check-out possible?
No there isn’t but you are welcome to use our facilities during the day and we will store your bags for you.
You can leave the bags in our luggage (storage) room.
No Reservation
Receptionist: Good afternoon. Welcome to City View Hotel. How can I help you?
Guest: Hi, I’d like to check in.
Receptionist: Do you have a reservation?
Guest: No, I don’t. Do you have any rooms available?
Receptionist: Let me check. Yes, we have a single room available for tonight.
Guest: Great, I’ll take it!
Receptionist: It’s on the second floor, but it doesn’t have a sea view.
Guest: Thank you, that’s no problem.
Wrong Booking
Guest: Hello, I’m checking in. My name is Laura Davis.
Receptionist: Welcome, Ms. Davis. You booked a single room for two nights.
Guest: Oh, no, I booked a double room.
Receptionist: Let me check. I see the mistake. I’ll upgrade you to a double room.
I’ll “I’yull” (more natural pronunciation)
I’m “gonna” to leave soon (going to)
We will – “wee’yull”
They will “the’yull”
In a hotel room
In groups list all the items (things) you can possibly find in a hotel room and its en-suite bathroom.
Why would this be a hotel room guests enjoy staying in?
a bath robe and slippers
A kettle
We provide coffee and tea making facilities.
The wifi code, a good wifi connection
An information booklet, a hotel programme
The programme for hotel activities
A fridge
A well-stocked minibar
Bath towels, hand towels, bath mat
Toiletries – shampoo and conditioner, soap, shower gel
A hairdryer
Air-conditioning
Would you like a room with aircon or a ceiling fan?
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What kind of general requests might guests make? Airconditioning,
What kind of problems might guests have in a hotel? List as many as possible, big and small! What solutions can you think of? – I didn’t pack my toothbrush – The toilet is blocked (and overflowing) – The bathroom smells bad, it smells musty (unfresh, old and damp) – a remote / a remote control – It’s too noisy in the corridor/outside my window/in the street outside –
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In the bath, in the bathroom sink
The sink is blocked, clogged. (with hair)
A light bulb has blown (blow – blew – blown)
To change a light bulb, change batteries
The battery/batteries has/have run out.
A sink plug,
She smells of perfume, he smells of aftershave
It smells/stinks of urine in the public toilets
Stink – stank
Our bathroom stank.
The minibar is empty and needs refilling/ stocking up.
Housekeeping restock the minibar every morning.
The aircon isn’t working properly.
My room hasn’t been properly cleaned. I found a hair on my pillow which is definitely not mine!
We found hair in the plug hole.
There is water coming through the ceiling.
There is no shower curtain. There is too much water on the floor.
A squidgee (rubber) – to clean the glass after a shower
A scraper (for removing wallpaper) to scrape ice off the windscreen
| There’s a problem with my room | Solution |
| My minibar is empty.
I need to wake up early. It is too hot/cold in the room. I need more clean towels. No toothbrush
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We will send someone to fill it up. We will send someone to restock it.
You can book a “wake-up” call Call reception. “We will report it to maintenance.” Reception: We will send a member of staff along. When? You can buy one from reception |
Thank you for letting us know. Thank you for informing us.
I’m calling because my room is too hot.
To send someone/something along (= to the room, to where you are)
We’ll send someone along immediately / as soon as possible / during the afternoon.
I need to use an iron and an ironing board – We will send one along within half an hour.
There’s a complimentary toothbrush in the bathroom.
A shower cap
Complimentary toiletries in the bathroom
There’s a shaving kit in the bathroom.
Polite requests/problems to be solved for the guests
Could you give/bring/send me more towels?
Could you provide me with more…?
I’ve forgotten my toothbrush and toothpaste
The toilet/the bath needs cleaning.
There’s hair in the plug hole.
There’s no toilet paper
The minibar is empty
There is no ashtray in the room/on the table
You are not allowed to smoke in public places/areas/restaurants/hotels in Sweden
You are not allowed to smoke in the outdoor eating area either. It’s against the law.
If you smoke indoors you might have to pay a fine.
You may be fined if you smoke on public transport.
Reporting maintenance issues
The sink is leaking.
Bathroom/kitchen taps. I can’t switch off the taps (USA = faucet)
There’s a problem with the air conditioning.
The (bedside) lamp/light isn’t working
The toilet is blocked /clogged.
The toilet doesn’t flush.
Flush the toilet after you’ve used it.
Responses
Of course, I’ll take care of that
I’ll send someone up/over right away
Hotel Room
- The light bulb needs changing/ replacing.
- The air conditioning/heating isn’t working (properly).
- The TV remote is missing or not working.
- There’s no hot water in the shower.
- The window or balcony door won’t close/open properly.
Rinse your hair thoroughly after conditioning.
Hotel Bathroom
The toilet is clogged or won’t flush.
The sink or shower is leaking. (drip, drip, drip!)- There is water dripping on the floor.
The bathroom mirror light is not working.
Restaurant Area
A chair or table is wobbly or broken.
The fridge/freezer in the kitchen isn’t working/doesn’t work.
The dishwasher is not functioning.
There’s a problem with the coffee machine or oven.
Hotel Room
Guest: Excuse me, the light in my room isn’t working.
Staff: I’m sorry about that. I’ll ask maintenance to replace the light bulb right away.
Guest: The air conditioning in my room isn’t working.
Staff: I apologise for the inconvenience. I’ll report it to maintenance, and we’ll fix it as soon as possible.
“Iyull” and “weeyull”
Guest: I can’t find the remote for the TV.
Staff: I’ll bring a new one/ a replacement to your room immediately. I’ll ask maintenance to come to your room
Guest: There’s no hot water in my shower.
Staff: I’m very sorry for the trouble. I’ll notify maintenance right away, and we’ll resolve the issue quickly.
I’ll let maintenance know right away.
I’ll tell maintenance right away.
Guest: The window in my room won’t close.
Staff: I’m sorry to hear that. I’ll have someone come to fix it right now/shortly/ as soon as possible/ within 30 minutes (how soon?)
Guest: The toilet in my bathroom isn’t flushing.
Staff: I apologise for the inconvenience. I’ll call maintenance to fix it right away. “MAYN-ta-nuns”
Guest: There’s water leaking from the sink.
Staff: I’m sorry about that. I’ll send maintenance to check it immediately.
The pipe is leaking
Guest: The light above the bathroom mirror isn’t working. “Mirra”
Staff: Thank you for letting us know. I’ll arrange for maintenance to replace it as soon as possible.
Customer: This chair is unstable/wobbly. “unstaybull”
Staff: I’m very sorry. Let me bring you another chair.
Chef: The fridge isn’t cooling properly.
Maintenance Staff: I’ll check it immediately and see if it can be repaired or if we need a replacement.
Kitchen Staff: The dishwasher isn’t working.
Manager: Thanks for letting me know. I’ll call maintenance to repair it as soon as possible. “Iyull”
Waitstaff: I can’t switch the coffee machine on.
Manager: I’ll have maintenance check it as soon as possible. In the meantime, let’s use the spare coffee maker.