SLDN Khas Kelas Teori Tahap 2

Kursus perhotelan SKM tahap 1 pengambilan 5 Sep 2011 akan tamat pada 29 Feb 2012. Kelas Teori untuk tahap 2 akan bermula pada 4 Mac 2012. Sila ambil perhatian pertukaran hari untuk kursus F&B, iaitu sesi malam pada hari Ahad dan sesi pagi pada hari Isnin. Klik di sini untuk muat turun Jadual Tahap 2

Barisan pengajar untuk tahap 2 adalah seperti berikut :

  1. F&B Captain : Cikgu Ray, Mr Samberi
  2. Senior Chambermaid : Pn Rusanah & Pn Sarina
  3. Demi Chef : Chef Zamzuri & Pn Rokiyah

Barisan pengajar untuk pengambilan kedua (dijadualkan dalam bulan Mac/April 2012)

  1. F&B Waiter : Mr Samberi, Mr Rashidi
  2. Commis : Chef Rokiyah, Chef Jafri, Chef Zamzuri
  3. Pastry : Chef Khairul & Chef Irwan
  4. Chambermaid : Pn Rusanah, Pn Sarina, Mr Fuad

Bagi perantisan pengambilan kedua pula, peruntukan yang dimohon dari kerajaan adalah seperti berikut :

  1. Pastry : 30 (sudah penuh)
  2. Commis : 30 (masih ada 5 kekosongan)
  3. F&B : 20 (masih ada 10 kekosongan)
  4. Chambermaid : 20 (masih ada 10 kekosongan)

Kepada mereka yang ingin memohon pengambilan kedua, sila lah segera kerana pengambilan seterusnya ialah pada bulan September 2012

PPL for Hospitality Courses

Here is the latest info about the PPL and final exam for Demi Chef and Front Desk Level 2. Location is most probably be at one of the participating hotels, not DLanguage STUDIO. The date is still pending approval by JPK . Next week there will be no theory classes as they are replaced by Mesra Malaysia course. Effective 25 April 2011 onwards, theory classes are back as usual at DLanguage STUDIO until week 24, ie end of May2011.

Week 1B : The Polite Form of speech

Hospitality English Program

Introduction

This lesson is about offering and approaching guests using

  • polite form of speech – would you like, could you please
  • Plural subject, simple verbs and continuous verbs

Duration : 90 minutes

Learning Outcome

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

  • Use the polite form ‘would you like’ and ‘could you please’
  • Identify Plural Subject and know how to match it with Simple or Continuous Verb
  • Identify and use Simple Present Verb in Question and Answer
  • Identify and use Present Continuous Verb in Question and Answer

Reference : Chapter 1

Watch this video and identify the simple or continuous verbs used

Lecture

  • Class discussion : Tell us what are your daily activities as a hotelier?
  • What, Where, Why, When, With Whom do you do it? – Discuss
  • What sorts of NOUNS have you used in the discussion?
  • What types of VERBS have you used in the discussion?
  • Have you used any Adjectives and Prepositions?
  • Have you arranged all your Nouns, Verbs, Adjectives and Preposition correctly?
  • Let’s discuss how you approach your customers

Activity – Work in group

  • Take turn to offer your partner something
  • Take turn to order you partner to do someting

Exercise 1b : Hospitality English Communication

Part 1 (Group work)

Change the following sentences into polite form :

  1. What do you want to eat ?
  2. What time do you want a wake up call?
  3. Where do you want to sit ?
  4. How many orange juice do you want?
  5. How do you want to pay?
  6. Can I help you ?
  7. Can you sign here?
  8. Can you call us back?
  9. Can I take your passport?
  10. Can you tell me?

Answer

  1. What do you want to eat ? What would you like to eat Sir?
  2. What time do you want a wake up call? What time would you like a wake up call?
  3. Where do you want to sit ? Where would you like to sit Sir?
  4. How many orange juice do you want? How many orange juice would you like to have Sir?
  5. How do you want to pay? How would you like to pay Sir?
  6. Can I help you ? May I help you?
  7. Can you sign here? Could you please sign here Sir?
  8. Can you call us back? Could you please call us back Sir?
  9. Can I take your passport? May I have your passport?
  10. Can you tell me? Could you please tell me?

Part 2 (Group Work)

Using subject I and You, write 10 present sentences (using instruction in bracket) about :

My daily work activities

  1. (simple verb) Q : What do you do everyday?
  2. (simple verb) A : I go to work
  3. (simple verb) Q : What time do you go there?
  4. (simple verb) A : Usually I go there about 7 am
  5. (cont verb) Q : Are you going there tomorrow?
  6. (cont verb) A : Certainly, I am going there tomorrow
  7. (adjective) Q : Are you happy to work there?
  8. (adjective) A : Yes, indeed I am very happy
  9. (prep / noun) Q : Are you on holidays now?
  10. (prep / noun) A : Oh no, I am not on holidays anymore

Conclusion

1. In Simple Present Tense

  • A Plural subject combines directly with a Simple Plural Verb, eg : I go
  • In a Question, Use ‘do’ before a subject, followed by a simple verb, eg : Do you go?

2. In Present Continuous Tense

  • I is used with ‘am’ followed by a continuous verb, eg : I am going
  • You is used with are followed by a continuous verb, eg : You are going
  • The position of ‘am’ and ‘are’ are reversed in Question, eg : Are you going? Am I going?

3. In sentences using an adjective or preposition, the use of am and are is similar to continuous verb, eg : I am happy, You are happy, Am I Happy? Are you happy?

4. Common errors to avoid : I am go, I going, Are you go? Do you going? Do you happy?

Week 1C : Fundamentals – Grammar

Hospitality English Program

Introduction

This lesson is about writing simple and continuous sentences using Plural subject

Duration : 90 minutes

Learning Outcome

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

  • Identify Plural Subject and know how to match it with Simple or Continuous Verb
  • Identify and use Simple Present Verb in Question and Answer
  • Identify and use Present Continuous Verb in Question and Answer

Reference : Chapter 1

Watch this video and identify the simple or continuous verbs used


Lecture

  • Class discussion : Tell us what are your daily activities?
  • What, Where, Why, When, With Whom do you do it? – Discuss
  • What sorts of NOUNS have you used in the discussion?
  • What types of VERBS have you used in the discussion?
  • Have you used any Adjectives and Prepositions?
  • Have you arranged all your Nouns, Verbs, Adjectives and Preposition correctly?
  • Let’s discuss

Activity – Work in pairs

  • Take turn to ask your partner of his/her daily activities

Exercise 1c : Basic English Communication

Part 1 (Group work)

Fill in the blanks with appropriate answer based on the verb or non-verb used in the questions

  1. Which room do you stay ? I ____________ in room 325
  2. What time do you wish a wake up call? I _____________ a wake up call at 6 o’clock
  3. When are you going to the mangrove? I ______________ there tomorrow
  4. Are you happy to stay here? Yes, I _____________ very happy to stay here.
  5. What time do you like to eat lunch? I ______________ to eat lunch about 1.00pm
  6. Are you in the room now? Yes, I __________ in the room now.
  7. What are you saying ? I _________________ that the food is nice
  8. Which country are you from ? I ______________ from Switzerland
  9. Do you always arrive early for breakfast? Yes, I always____________ early
  10. How many times do you go for a jog in a week? I ______________ once a week

Sample Answers

  1. Which room do you stay ? I stay in room 325
  2. What time do you like a wake up call? I like a wake up call at 6 o’clock
  3. When are you going to the mangrove? I am going there tomorrow
  4. Are you happy to stay here? Yes, I am very happy to stay here.
  5. What time do you like to eat lunch? I like to eat lunch about 1.00pm
  6. Are you in the room now? Yes, I am in the room now.
  7. What are you saying ? I am saying that the food is nice
  8. Which country are you from ? I am from Switzerland
  9. Do you always arrive early for breakfast? Yes, I always arrive early
  10. How many times do you go for a jog in a week? I go once a week

Part 2 (Group Work)

Using subject I and You, write 10 present sentences (using instruction in bracket) about :

My daily activities

  1. (simple verb) Q : What time do you arrive at work everyday?
  2. (simple verb) A : I arrive at 6.45am
  3. (simple verb) Q : Who do you serve at work?
  4. (simple verb) A : Usually I serve customers at the restaurant
  5. (continuous verb) Q : Are you going anywhere tomorrow?
  6. (continuous verb) A : Yes, I am going to the night market
  7. (adjective) Q : Are you happy to work here?
  8. (adjective) A : Yes, indeed I am very happy
  9. (preposition) Q : Are you on holidays now?
  10. (preposition) A : Oh no, I am not on holidays anymore

Conclusion

1. In Simple Present Tense

  • A Plural subject combines directly with a Simple Plural Verb, eg : I go
  • In a Question, Use ‘do’ before a subject, followed by a simple verb, eg : Do you go?

2. In Present Continuous Tense

  • I is used with ‘am’ followed by a continuous verb, eg : I am going
  • You is used with are followed by a continuous verb, eg : You are going
  • The position of ‘am’ and ‘are’ are reversed in Question, eg : Are you going? Am I going?

3. In sentences using an adjective or preposition, the use of am and are is similar to continuous verb, eg : I am happy, You are happy, Am I Happy? Are you happy?

4. Common errors to avoid : I am go, I going, Are you go? Do you going? Do you happy?

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.

Week 2B : Front Office Communication

Hospitality English Communication Lesson

Introduction

This lesson is about writing simple and continuous Questions and Answers using Plural subjects

Duration : 120 minutes

Learning Outcome

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

  • Identify Plural Subject, verb and non-verb
  • Know how to find the root question from a  Simple or Continuous Verb sentence
  • Identify and use Simple Present Verb in Question and Answer
  • Identify and use Present Continuous Verb in Question and Answer

Reference : Chapter 1Chapter 2

Watch this video and identify the simple or continuous verbs used

Exercise 2b : Hospitality English Communication

Part 1 (Group work)

Fill in the blanks with appropriate verb based on the verb or non-verb used in the answers

  1. _______ you _______ in Front Office Department ? Yes, I work in front office department
  2. How _________ you ________ to work? I go to work by car
  3. _______ you ________ to drive to work? I am comfortable to drive
  4. When _________ you _________ again? I am working tomorrow
  5. Who _________ you _________ to work with? I go with my housemate
  6. Where _________ they _________ ? They work at the same hotel
  7. _________ they ________ ? Yes, they are local
  8. Which part of Langkawi ________ they _________ ? They are from Cenang
  9. _______ they ________ today? Yes, They work 6 days a week
  10. ___________ they ________ now? Yes, They are here

Part 2 (Group Work)

Using subject I, We, You or They or Plural subjects, write 10 present sentences (Q & A) about :

My favourite Shopping Centre

  1. (simple verb) Q : ___________________________________________
  2. (simple verb) A : ___________________________________________
  3. (simple verb) Q : ___________________________________________
  4. (simple verb) A : ___________________________________________
  5. (cont verb) Q : _____________________________________________
  6. (cont verb) A : _____________________________________________
  7. (adjective) Q : _____________________________________________
  8. (adjective) A : _____________________________________________
  9. (prep / noun) Q : ___________________________________________
  10. (prep / noun) A : ________________________________________

Sample Answers

Part 1 (Individual work)

Fill in the blanks with appropriate verb based on the verb or non-verb used in the answers

  1. Do you work in Front Office Department ? Yes, I work in front office department
  2. How do you go to work? I go to work by car
  3. Are you comfortable to drive to work? I am comfortable to drive
  4. When are you working again? I am working tomorrow
  5. Who do you go to work with? I go with my housemate
  6. Where do they work ? They work at the same hotel
  7. Are they local ? Yes, they are local
  8. Which part of Langkawi are they from ? They are from Cenang
  9. Do they work today? Yes, They work 6 days a week
  10. Are they here now? Yes, They are here

Part 2 (Group Work)

Using subject I, You or They or Plural subjects, write 10 present sentences (Q & A) about :

My favourite Shopping Centre

  1. (simple verb) Q : Where do you usually do your shopping?
  2. (simple verb) A : Usually, I do it at Langakwi Parade
  3. (simple verb) Q : Why do you like to shop there?
  4. (simple verb) A : Because they have many choices
  5. (cont verb) Q : Are they having any sales right now?
  6. (cont verb) A : Yes, they are having a great sales now
  7. (adjective) Q : Are they a big shopping centre?
  8. (adjective) A : They are the largest shopping centre in Langkawi
  9. (prep / noun) Q : Are they in Kuah area?
  10. (prep / noun) A : Actually, they are at Klibang area

Conclusion
1. In Simple Present Tense
  • A Plural subject combines directly with a Simple Plural Verb, eg : I go
  • In a Question, Use ‘do’ before a subject, followed by a simple verb, eg : Do you go?
2. In Present Continuous Tense
  • I is used with ‘am’ followed by a continuous verb, eg : I am going
  • You is used with are followed by a continuous verb, eg : You are going
  • The position of ‘am’ and ‘are’ are reversed in Question, eg : Are you going? Am I going?
3. In sentences using an adjective or preposition, the use of am and are is similar to continuous verb, eg : I am happy, You are happy, Am I Happy? Are you happy?
4. Common errors to avoid : I am go, I going, Are you go? Do you going? Do you happy?

Week 4A : Housekeeping Communication1

Hospitality English Program

Introduction

This lesson is about writing simple and continuous Questions and Answers using Singular subjects

Duration : 120 minutes

Learning Outcome

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

  • Identify Singular Subject and know how to match it with Simple or Continuous Verb
  • Identify and use Singular Subject with Simple Present Verb in Question and Answer
  • Identify and use Singular Subject with Present Continuous Verb and Non-verb in Question and Answer

Reference : Chapter 1Chapter 2Chapter 3Chapter 4Chapter 5Chapter 6

Exercise 4a : Hospitality English Communication

Part 1 (Group work)

Fill in the blanks with appropriate answer based on the verb or non-verb used in the questions

  1. Does Mr John want us to clean the room ? yes, he ____________ us to clean it.
  2. Why does this room smell ? It _____________ because of the damp carpet.
  3. Where is the room attendant going ? He ______________ to the office.
  4. Is the customer happy with our service? Yes, He _____________ very happy.
  5. Does our boss work today ? No, he ______________ because he is not well.
  6. Is the customer out of the room now? Yes, He __________ already out.
  7. What is the attendant cleaning? He _________________ the bathtub.
  8. What does he use to clean it? He ______________ the usual cleaning agent.
  9. Does he clean the room too? Yes, He ____________ it
  10. What else does the customer need ? She ______________another towel.

Part 2 (Group Work)

Using subject He, She or Singular subject (eg : the customer), write 10 present sentences about :

Housekeeping activities

  1. (simple verb) Q : ________________________________________
  2. (simple verb) A : ________________________________________
  3. (simple verb) Q :________________________________________
  4. (simple verb) A : ________________________________________
  5. (cont verb) Q : __________________________________________
  6. (cont verb) A : __________________________________________
  7. (adjective) Q : __________________________________________
  8. (adjective) A : __________________________________________
  9. (prep / noun) Q : ________________________________________
  10. (prep / noun) A :_________________________________________

Sample Answers

Part 1 (Group work)

Fill in the blanks with appropriate answer based on the verb or non-verb used in the questions

  1. Does Mr John want us to clean the room ? Yes, he wants us to clean it.
  2. Why does this room smell ? It smells because of the damp carpet.
  3. Where is the room attendant going ? He is going to the office.
  4. Is the customer happy with our service? Yes, He is very happy.
  5. Does our boss work today ? No, he doesn’t work because he is not well.
  6. Is the customer out of the room now? Yes, He is already out.
  7. What is the attendant cleaning? He is cleaning the bathtub.
  8. What does he use to clean it? He uses the usual cleaning agent.
  9. Does he clean the room too? Yes, He cleans it too.
  10. What else does the customer need ? She needs another towel.

Housekeeping activities

  1. (simple verb) Q : What does the customer want?
  2. (simple verb) A : He wants a towel
  3. (simple verb) Q : Does the air-cond work?
  4. (simple verb) A : It doesn’t work
  5. (cont verb) Q : Is the attendant cleaning the room now?
  6. (cont verb) A : Yes, he is cleaning the room.
  7. (adjective) Q : Is the cleaning agent toxic?
  8. (adjective) A : Yes, be careful! Is is very toxic
  9. (prep / noun) Q : Is the guest in the room?
  10. (prep / noun) A : No, He is not in the room right now.

Conclusion

1. In Simple Present Tense

  • A Singular subject combines directly with a Simple Singular Verb, eg : He goes
  • In a Question, Use ‘does’ before a subject, followed by a simple verb, eg : Does he go?

2. In Present Continuous Tense

  • Singular Subject is used with ‘is’ followed by a continuous verb, eg : He is going
  • Plural Subject is used with are followed by a continuous verb, eg : You are going
  • The position of ‘is’ and ‘are’ are reversed in Question, eg : Are you going? Is he going?

3. In sentences using an adjective or preposition, the use of am and are is similar to continuous verb, eg : He is happy, He is here, Is he happy?, Is he here?

4. Common errors to avoid : He is go, He going, Is he go? Does he going? Does he happy?

Week 3A : Restaurant Communication2

Hospitality English Program

Introduction

This lesson is about writing simple and continuous Questions and Answers using Singular subjects

Duration : 120 minutes

Learning Outcome

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

  • Identify Singular Subject and know how to match it with Simple or Continuous Verb
  • Identify and use Singular Subject with Simple Present Verb in Question and Answer
  • Identify and use Singular Subject with Present Continuous Verb and Non-verb in Question and Answer

Reference : Chapter 1Chapter 2Chapter 3

Watch this video and identify the simple or continuous verbs used

Exercise 3a : Hospitality English Communication

Part 1 (Individual work)

Fill in the blanks with appropriate answer based on the verb or non-verb used in the questions

  1. What time does this restaurant open ? It ____________ at 6pm.
  2. What does this restaurant sell ? It _____________ oriental food.
  3. Where is the waiter going ? He ______________ to the kitchen.
  4. Is he happy to serve us? Yes, He _____________ very happy to serve you Madam.
  5. What does the customer want ? He ______________ to order a plate of rice.
  6. Is the customer in the restaurant already? Yes, He __________ in the restaurant now.
  7. What is our boss checking there? He _________________ the food
  8. What is he from? He ______________ from Johore
  9. Does he always arrive at this hour? Yes, He always____________ at this hour
  10. What else does the customer need ? She ______________another orange juice

Part 2 (Group Work)

Using subject He, She or Singular subject (eg : the customer), write 10 present sentences about :

Restaurant activities

  1. (simple verb) Q : ________________________________________
  2. (simple verb) A : ________________________________________
  3. (simple verb) Q :________________________________________
  4. (simple verb) A : ________________________________________
  5. (cont verb) Q : __________________________________________
  6. (cont verb) A : __________________________________________
  7. (adjective) Q : __________________________________________
  8. (adjective) A : __________________________________________
  9. (prep / noun) Q : ________________________________________
  10. (prep / noun) A :_________________________________________

Sample Answers

Part 1 (Individual work)

Fill in the blanks with appropriate answer based on the verb or non-verb used in the questions

  1. What time does this restaurant open ? It opens at 6pm.
  2. What does this restaurant sell ? It sells oriental food.
  3. Where is the waiter going ? He is going to the kitchen.
  4. Is he happy to serve us? Yes, He is very happy to serve you Madam.
  5. What does the customer want ? He wants to order a plate of rice.
  6. Is the customer in the restaurant already? Yes, He is in the restaurant now.
  7. What is our boss checking there? He is checking the food
  8. What is he from? He is from Johore
  9. Does he always arrive at this hour? Yes, He always arrives at this hour
  10. What else does the customer need ? She needs another orange juice

Part 2 (Group Work)

Using subject He, She or Singular subject (eg : the customer), write 10 present sentences about :

Restaurant activities

  1. (simple verb) Q : What does this restaurant offer?
  2. (simple verb) A : It offers many types of food
  3. (simple verb) Q : What time does it open?
  4. (simple verb) A : It opens at 7 in the morning
  5. (cont verb) Q : Is your manager working today?
  6. (cont verb) A : Yes, he is working today
  7. (adjective) Q : Is this food nice?
  8. (adjective) A : Yes, it is very nice
  9. (prep / noun) Q : Is this food Malay?
  10. (prep / noun) A : No, It is Indian food

Conclusion

1. In Simple Present Tense

  • A Singular subject combines directly with a Simple Singular Verb, eg : He goes
  • In a Question, Use ‘does’ before a subject, followed by a simple verb, eg : Does he go?

2. In Present Continuous Tense

  • Singular Subject is used with ‘is’ followed by a continuous verb, eg : He is going
  • Plural Subject is used with are followed by a continuous verb, eg : You are going
  • The position of ‘is’ and ‘are’ are reversed in Question, eg : Are you going? Is he going?

3. In sentences using an adjective or preposition, the use of am and are is similar to continuous verb, eg : He is happy, He is here, Is he happy?, Is he here?

4. Common errors to avoid : He is go, He going, Is he go? Does he going? Does he happy?

Week 6B : Calls & Customer Concerns – Room Service

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 5Chapter 6Chapter 7

Answering Call : Room Service

Waiter : Room Service, Good ______________ (name of guest), _______________(your name) speaking, May I help you Sir?

Guest : Yes, I would like to order a mini Pizza please

Waiter : Certainly Sir, how many pizzas would you like Sir?

Guest : 2 please

Waiter : Would you like to order any drink with it Sir?

Guest : No thank you. Just the Pizza will do

Waiter : Thank you Sir, May I repeat the order, 2 mini Pizzas for room 125

Guest : That’s right

Waiter : Your food will be delivered within 15 minutes, Sir. Is there anything else that we can do for you Sir?

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

Waiter : Certainly Sir, for towel service, I will transfer your call to the housekeeping department. Thank you for calling Room Service Sir, Please hold the line, I will now transfer your call.

Exercise 6b : Hospitality English Communication

Group Work

A customer ordered a mini pizza. The service has been late. He called again to find out why. Here is your response. Fill in the blanks with suitable word :

1. Mr Bernard, I’m sorry to inform you that we ___________ (send) your food to the room about 5 minutes ago. We ______________ (knock) on your door, but nobody _____________ (answer). We _____________ (wait) for another 2 minutes, and we _______________ (tap) your door again, but still there ______________ (to be) no answer. So, we _____________ (bring) the food back to the kitchen.

2. Would you like us to ____________ (send) the food to your room now?

3. Oh I see, I ______________ (go) down to the lobby at that time. Can you _________ (make) me a fresh pizza?

4. Certainly Sir, but we will _____________ (charge) you double. ________ (to be) it alright with you?

5. It’s not alright. I ______ (to be) a customer and a customer ________ (to be) always right.

6. Could you please __________ (hold) the line Sir? Let me ___________ (speak) to my manager first.

7. Sorry to keep you ____________ (wait) Mr Bernard. I ____________ (speak) to my manager already.

8. He _________ (say), we will not ______________ (charge) you extra.

9. Thank you very much, May I ________ (know) what _______ (to be) your manager’s name?

10. His name ______  (to be) also Bernard, you can__________ (reach) him on extension 120.

Sample Answers

Exercise 6b : Hospitality English Communication

Group Work

A customer ordered a mini pizza. The service has been late. He called again to find out why. Here is your response. Fill in the blanks with suitable word :

1. Mr Bernard, I’m sorry to inform you that we sent (send) your food to the room about 5 minutes ago. We knocked (knock) on your door, but nobody answered (answer). We waited (wait) for another 2 minutes, and we tapped (tap) your door again, but still there was (to be) no answer. So, we brought (bring) the food back to the kitchen.

2. Would you like us to send (send) the food to your room now?

3. Oh I see, I went (go) down to the lobby at that time. Can you make (make) me a fresh pizza?

4. Certainly Sir, but we will charge (charge) you double. Is (to be) it alright with you?

5. It’s not alright. I am (to be) a customer and a customer is (to be) always right.

6. Could you please hold (hold) the line Sir? Let me speak (speak) to my manager first.

7. Sorry to keep you waiting (wait) Mr Bernard. I spoke (speak) to my manager already.

8. He said (say), we will not charge (charge) you extra.

9. Thank you very much, May I know (know) what is (to be) your manager’s name?

10. His name is (to be) also Bernard, you can reach (reach) him on extension 120.

Week 7A : Calls & Concerns – Front Office

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 5Chapter 6Chapter 7

Answering Call : General Enquiry and Booking

Operator : ________________ (name of hotel), Good ____________, ____________(your name) speaking, may I help you Sir/Madam?

Guest : Yes, I would like to know if you have a room available on ______________

Operator : Certainly Sir, I will transfer your call to the reception. Please hold the line Sir/Madam

Receptionist : Good ___________, _____________(your name) speaking, may I help you?

Guest : Yes, I would like to know if you have a room available on ______________

Receptionist : What type of room would you like Sir/Madam? We have standard room, deluxe rooms and suites

Guest : Can you tell me the difference?

Receptionist : Yes Sir, our rates are RM_________ for standard rooms, RM_________ for deluxe rooms and RM_________ for suites. All rates include breakfast for 2 Sir.

Guest : I would like to book a standard room for _____________(date)

Receptionist : How many days would you like to stay Sir?

Guest : At this moment, I’m thinking of staying for 2 days only. Can I extend my stay afterwards?

Receptionist : Certainly Sir. May I have your name Sir?

Guest : My name is _______________________

Receptionist : Could we have your contact number Sir?

Guest : Certainly, my contact number is 6123999970. I’m calling from Sydney Australia. What is your term of payment? And how do I pay?

Receptionist : We charge 50% deposit upon confirmation, latest 14 days before arrival. You have a few options to pay Sir, the easiest way is to pay online.

Guest : Thank You

Receptionist : It’s a pleasure Sir. Have a nice day. Bye

Exercise 7a : Hospitality English Communication

Work in Group

A customer has called to lodge a complaint about the room

1. Good Morning, reception, Liza speaking May I _________ (assist) you Mdm Bond?

2. Yes, I would like to __________ (change) to another room.

3. May I _________ (know), what _________ (to be) the problem, Mdm Bond?

4. I ___________ (can) not sleep last night. The air condition ________ not working properly. The room _________ (to be) very humid.

5. ______ (to be) there any other problems Mdm?

6. Yes, there _______ (to be) so many mosquitoes too. ______ the housekeeper spray the insect killer yesterday?

7. Usually, they will ___________ (spray) after they have _________ (finish) cleaning the room. But I will double __________ (check)

8. When would you like to __________ (change) room Madam?

9. Can we _______ (do) it after say 11 am? Because I _________ (have) to go to town first

10. Certainly Madam, when you have ___________ (return) from town, please ________ (give) us a call

Sample Answers

Exercise 7a : Hospitality English Communication

Work in Group

A customer has called to lodge a complaint about the room

1. Good Morning, reception, Liza speaking May I assist (assist) you Mdm Bond?

2. Yes, I would like to change (change) to another room.

3. May I know (know), what is (to be) the problem, Mdm Bond?

4. I could (can) not sleep last night. The air condition was not working properly. The room was (to be) very humid.

5. Were (to be) there any other problems Mdm?

6. Yes, there were (to be) so many mosquitoes too. Did the housekeeper spray the insect killer yesterday?

7. Usually, they will spray (spray) after they have finished (finish) cleaning the room. But I will double check (check)

8. When would you like to change (change) room Madam?

9. Can we do (do) it after say 11 am? Because I have (have) to go to town first

10. Certainly Madam, when you have returned (return) from town, please give (give) us a call