Tg Rhu – Hotel Facilities

Week 7B : Calls & Customer Concerns – Housekeeping

Hospitality English Communication

Introduction

This lesson is about answering calls using Singular and Plural Subject in Present & Future Tenses

Duration : 120 minutes

Learning Outcome

At the end of this lesson, you must be able to :

  • Provide Hotel Information using Present & Future tenses
  • Use Simple Present, Simple Future & Simple Past Verbs in Question and Answer
  • Use Present Continuous, Future Continuous & Past Continuous Verbs in Question and Answer
  • Use Present, Future & Past ‘verb to be’ for sentences without a verb

Ref : Chapter 1Chapter 2Chapter 3Chapter 4Chapter 5, Chapter 6, Chapter 7

Answering Call : Housekeeping

Housekeeper : Housekeeping, Good _____________ Mr/Mrs/Ms_______________(name of guest), __________________speaking, how may I help you Sir?

Guest : Yes, could you please send me an extra towel?

Housekeeper : Certainly Sir, we will send you a towel within 5 minutes. Is there anything that we can assist you Sir?

Guest : Yes, I’d like to know at what time do you usually clean the room?

Housekeeper : Usually, we do it between 8am to 12 noon, Sir.

Guest : And at what time do you pick up the laundry?

Housekeeper : Usually, we pick it up as we clean the room, Sir.

Guest : Is it possible that you pick up my laundry because I need to use it this evening?

Housekeeper : Certainly, Sir. At what time would you like us to pick it up?

Guest : As soon as you can

Housekeeper : How about 7 in the morning?

Guest : That sounds great. How long does it take to do a dry cleaning?

Housekeeper : The fastest we can do is about 3 hours Sir.

Guest : Fantastic. Then please come at 8 in the morning.

Housekeeper : Yes Sir, we will pick up your laundry at 8 o’clock tomorrow morning. Is there anything else that we may assist you, Sir?

Guest : No, that’s about it, thank you

Housekeeper : You’re welcome Sir. Have a pleasant day

Exercise 7b : Hospitality English Communication

Group Work

A customer has called. He wants to know what happened to his husband’s laundry

1. Good Morning, Housekeeping, Liza speaking, May I __________ (assist) you?

2. Yes, my husband __________ (send) his laundryalready and until now, we still ____ n’t got it back yet. When will you be ___________ (send) it to us?

3. Madam Bond, may I _______ (know), when ______ Mr Bond send the laundry?

4. He _______ (tell) me, he ________ (send) it this morning around 7 am.

5. ________ he request for an express service Madam?

6. Oh.. I _____ (to be) not sure. Here ______ (to be) the receipt number. A 4567

7. Thank you Madam, could you please ________ (hold) the line. I will now ______ (check) it for you.

8. Sorry to keep you ________ (wait) Madam, I have already _________ (check). Your husband ________ not request for an express service.

9. What _____ you mean? How long _______ he have to wait?

10. For a normal service, it _________ (take) 24 hours, Madam. You will ________ (receive) your laundry by 7 am tomorrow.

Sample Answer

Exercise 7b : Hospitality English Communication

Group Work

A customer has called. Shee wants to know what happened to her husband’s laundry

1. Good Morning, Housekeeping, Liza speaking, May I assist (assist) you?

2. Yes, my husband sent (send) his laundryalready and until now, we still haven’t got it back yet. When will you be sending (send) it to us?

3. Madam Bond, may I know (know), when did Mr Bond send the laundry?

4. He told (tell) me, he sent (send) it this morning around 7 am.

5. Did he request for an express service Madam?

6. Oh.. I am (to be) not sure. Here is (to be) the receipt number. A 4567

7. Thank you Madam, could you please hold (hold) the line. I will now check (check) it for you.

8. Sorry to keep you waiting (wait) Madam, I have already checked (check). Your husband did not request for an express service.

9. What do you mean? How long does he have to wait?

10. For a normal service, it takes (take) 24 hours, Madam. You will receive (receive) your laundry by 7 am tomorrow.