Module For Tourism

MAY I HELP YOU?
English for Hotel StudentsThe module.
MAY I HELP YOU A COMMUNICATIVE

COURSE FOR HOTEL STUDENTS
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MAY I HELP YOU?
Background of the module
May I Help You?- A Communicative Module for Hotel Students is created to cater for the
needs of students going for the LI in the various hotel and resorts. The target group for this
module will be the 20 tourism students of semester 4 in PIS. This group are chosen in
preparation for their LI at various hotels and resorts. This course is designed for them because
they want to learn the common English terms and expressions that are used in such places.
The overall objective of the course and the module is to help the students to speak better
English, to use proper words, and to communicate better with guests.
THE SLOT
TIME
SLOT 1
8 - 10
ACTIVITY
KNOW YOUR
VOCABULARY
ROLE PLAYING
SLOT 2
11 - 1
SLOT 3
2- 4
SLOT 4
45
COURSE
ASSESSMENT
COURSE
EVALUATION
TOPIC
Hotel industry words/terms/expressions
TEA BREAK
BOOKING A ROOM
CHECKING IN
CHECKING OUT
DEALING WITH COMPLAINTS
LUNCH BREAK
Hotel industry words/terms/expressions
Booking A Room
FILLING UP EVALUATION FORM
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MAY I HELP YOU?
SLOT 1
8.00 A.M. 10.00 A.M.
(KNOW YOUR VOCABULARY)
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MAY I HELP YOU?
Activity
Instruction
Learning
Objective
SLOT 1
(i)Teacher asks
students to sit in
pairs and answer
the vocabulary
quiz. (Sec. A, B,
C and D.)
>To
familiarise
students with
vocabulary
and
terminology
related to
hotel industry.
>Identify, match and write the

vocabularies to describe each picture.
>To improve
students
pronunciation
.
>Fill in the blanks with the correct responses

for each question.
KNOW
YOUR
VOCABULARY
(Hotel industry
words/terms/ex
pressions )
Section A :
(ii) Teacher
discusses the
answer.
Learning Outcomes
correct
>Fill in the blanks with suitable words for each

situation given in the question.
>Identify, select and mark correct naturalsounding responses for each dialogue.
ENGLISH
THROUGH
PICTURES
Section B :
THE BEST FIT
Section C :
EXCUSE ME SIR!
Section D :
THE BEST
RESPONSE
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MAY I HELP YOU?
SLOT 2 :
ROLE PLAYING
(i)Teacher
distributes the
written dialogue
on how to book a
room to each
pairs.
>Use the
language
effectively in
given
situation.
(ii) Teacher asks

one pairs to act
out the dialogue.
(iii) Teacher plays
the audio
recording version
of the dialogue.
(iv)Teacher
assigns each
pairs to do a role
play on the
following
situation:(i) BOOKING A
ROOM
(ii) CHECKING IN
(iii) CHECKING
OUT
(iv) DEALING
WITH
COMPLAINTS
(2 pairs for
situation no (i)
and no (ii) and 3
pairs each for
the other
situation.
Each pairs is
given 15 minutes
to come out with
the dialogue and
5 minutes for the
role play.
SLOT 3 :
COURSE
ASSESSMENT
SLOT 4 :
COURSE
EVALUATION
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MAY I HELP YOU?
VISUAL ENGLISH VOCABULARY QUIZ

Hotel industry words/terms/expressions 1
Write the correct word (from the list on the right) to describe each picture:
bathroom
key
towel
curtains
elevator
lobby
pillow
coffeemaker
lamp
bell
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MAY I HELP YOU?
1.
7.
2.
8.
3.
9.
4.
5.
10.
Clear Answ ers
6.
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MAY I HELP YOU?
VISUAL ENGLISH VOCABULARY TEST

remote
reception
minibar
pool
safe
staircase
uniform
credit
luggage
jacuzzi
5.
1.
2.
control
6.
3.
7.
4.
8.
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MAY I HELP YOU?
9.
10.
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MAY I HELP YOU?
Clear Answ ers
ENGLISH THROUGH PICTURES (VOCABULARY PRACTICE)

TV
microwave
cot
bed
sign
clock
armchair
phone
cups
hallway
1.
4.
5.
2.
3.
7.
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MAY I HELP YOU?
10.
8.
Clear Answ ers
9.
ENGLISH FOR HOTEL EMPLOYEES

topic: Hotel Reception/ Guest Services 1
Fill in each blank with the correct word. If both words can be used, choose the one that sounds
more natural in each situation:
1. Your room hasn't been
2. You can check
3. Check out
(clean/cleaned) yet.
(in/on) from 11:00 AM.
(schedule/time) is 12:00 PM.
4. Let me know if you need anything else = Let me know if you
(require/request)
anything else
5. I can't
(see/seem) to find your reservation.
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MAY I HELP YOU?
6. Did you make your reservation
7. Everything is in
(online/internet)?
(good/order) = Everything is alright (= especially when talking
about formal matters)

8. Do you have a restaurant on
9. We hope you
(promises/premises) ( = in or attached to the hotel)
(enjoy/please) your stay.
10. How long will you be
(staying/stay)?
Clear Answ ers

topic: Hotel Reception/ Guest Services 2
1. I'm sorry, we don't have any rooms
(available/rentable) that weekend.
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MAY I HELP YOU?
2. Would you like me to check another
3. I'm sorry, we're all-
(date/schedule) for you?
(books/booked) ( = we have no free rooms) because of a big
conference.
4. I'll need to see your passport, or some other form of
5. We don't have room
(identity/identification).
(servants/service). ( = We don't bring food, etc. to your
room)
6. The concierge will
7. There's a
(show/carry) you to your room.
(tiny/mini)-bar in every suite.
8. Let me know if I can be of further
(assistance/assistant) = Let me know if there's
anything else I can do to help

9. Before you arrive =
(Prior/Previous) to your arrival
10. We also have a gym which you can use at your
(dispersal/disposal).
Clear Answ ers
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MAY I HELP YOU?

topic: Talking with guests: General reception 1
Practice English with us! This exercise is for hotel concierges, bellhops, reception desk workers,
managers, etc. It will help you have better conversations in English. A guest wants some
information from you. Choose the most natural-sounding response:
LEVEL: Easy
1.
Can someone bring my bags up to my room?

I'll get someone to do that right away.
I'll get the bags into your room.
Are you going to take the bags yourself?
2. Do you have valet parking?

Yes, I'll get someone to park your car.
Yes, you can park it in the parking lot around the corner.
No, we don't have free parking.
3. Can I stay an extra night?

$100 per night.
We don't accept credit cards.
I'm sorry, but we're all-booked for tonight.
4. Where can I get a taxi into the city?

Yes, you can get there by taxi.
I'll call you a cab/taxi.
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MAY I HELP YOU?
It's not too expensive.
5. Can you give me a different room? This one is too small.

I'm sorry it's so small.
Yes, would you like to pay for the extra room by credit card?
I'm sorry but it's the biggest room we have available right now.
6. Is there a restaurant nearby?

There's a Chinese restaurant right across the street.
There are many good restaurants in our city.
Chinese food.
7. Can my guests stay in my room overnight?

Yes, but they have to register at the reception desk.
We have many international guests staying at our hotel.
Would you like to reserve a room for your guests?
8. I'd like a room for three nights.

How many nights will you be staying?
All of our rooms are non-smoking.
Would you like a room with one bed or two?
9. Can I pay cash?

No, we only accept cash.
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MAY I HELP YOU?
That'll be $300 for four nights.
Of course.
10. I don't want my sheets changed every day.

There's a card you can put on your door handle to let the cleaning staff know.
Yes, it's part of room service.
The cleaning staff does that every day.
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MAY I HELP YOU?

topic: Talking with guests: General reception 2
Practice English with us! This exercise is for hotel concierges, bellhops, reception desk workers,
managers, etc. It will help you have better conversations in English. A guest wants some
information from you. Choose the most natural-sounding response:
LEVEL: Easy/Medium
1. Can you get someone to clean my room?

Yes, I'll get someone to do that right away.
Yes, it was cleaned this morning.
Yes, all of our rooms are always clean.
2. Why was my credit card declined?

You can pay cash.
I don't know. You'll have to contact your bank to get that information.
No, we don't have free parking.
3. Where is breakfast served?

Breakfast is included.
We offer a breakfast buffet.
In the hotel restaurant.
4. Could you please confirm my reservation via (by) email?

Yes, I'll send you a confirmation email right away.
I'll give you our email address.
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MAY I HELP YOU?
Please send us a confirmation right away.
5. We need some clean towels.

There is a shower in every room.
The cleaning staff will pick up the dirty towels when they clean the room.
I'll ask the cleaning staff to bring you some.
6. How much are the small bottles of brandy in the mini-bar?

I'll get more sent up right away.
They are $10 each.
There are 10 small bottles in each mini-bar.
7. I need to wake up at 7:00 AM.

I'll make sure you get a wake-up call at that time.
It's 8:30 PM
Would you like me to call you a taxi?
8. Do you accept Mastercard?

You can pay with your bank card as well.
Yes, we accept all major credit cards.
You can pay with a credit card.
9. How much is your cheapest double room?

For one person?
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MAY I HELP YOU?
Right now our cheapest one is $200 per night.
Our double rooms are usually booked well in advance.
10. I reserved a room for Friday. I'd like to change that to Saturday.
OK, you will be leaving on Saturday?
I see that you've already made a reservation.
OK, let me check your reservation.
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MAY I HELP YOU?
ENGLISH FOR HOTEL AND RESORT STAFF

topic: General English vocabulary for talking to guests 1
This exercise is for anyone who works in a hotel, motel, resort, etc. and wants to improve their
English in order to server customers better. Fill in each blank with the proper (best) response from
the list on the right:
course
voice
balcony
seeing
served
safe
charge
quoted
1. Do I have to pay for this? No, our resort provides this free-of-
2. That's not the price I was
over the phone.
3. Guests are allowed to keep small
4. Breakfast is
pets
coffeemaker
such as dogs and cats in their room.
from 7:00 AM to 11:00 AM in the hotel restaurant.
5. Each room comes with an electric fireplace and a private
6. You can access/check your
7. Each suite comes with a
8. We organize sight-
mail by dialing "55" on your telephone.
where you can store all your valuables.
every other day.
9. I'll get the staff to bring up some new filters for the
10. Use of the golf
overlooking the ocean.
is included in the price.
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MAY I HELP YOU?
Clear Answ ers
ENGLISH FOR HOTEL AND RESORT STAFF

topic: General English vocabulary for talking to guests 2
This exercise is for anyone who works in a hotel, motel, resort, etc. and wants to improve their
English in order to server customers better. Fill in each blank with the proper (best) response from
the list on the right:
advance
overnight
ports
queen
1. There's a 10% tax on
sleeps
delivered
form
front
top
vacancies
of ( = in addition to) the basic room rate.
2. Yes, your guests are allowed to stay
in your room.
3. The "reception desk" is often referred to as the
4. This suite
desk.
up to 5 people.
5. If you like, I can have your dry cleaning picked up and
6. I suggest you book our executives suites well in
7. We don't have any free rooms = We don't have any
8. Please fill out this
to you later.
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MAY I HELP YOU?
9. Would you like a room with one king bed or two
10. Each suite has multiple data
beds?
, so you can go online ( = access the internet)
anytime you like.
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MAY I HELP YOU?
SLOT 2
11.00 A.M. 1.00 P.M.
(Role Play)
DialoguesNarrationsPhrasesPronunciationRole-play exercisesQ&AOnline testsAll English-learning resources

Audio options:
32 kbps audio
64 kbps audio
Booking a hotel room
Id like to book a room please.
Receptionist:
Mrs Ryefield:
Receptionist:
Mrs Ryefield:
Receptionist:
Good afternoon, San Felice Hotel. May I help you?

Yes. Id like to book a room, please.
Certainly. When for, madam?
March the 23rd.
How long will you be staying?
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MAY I HELP YOU?
Mrs Ryefield:
Receptionist:
Mrs Ryefield:
Receptionist:
Mrs Ryefield:
Receptionist:
Mrs Ryefield:
Receptionist:
Mrs Ryefield:
Receptionist:
Mrs Ryefield:
Receptionist:
Mrs Ryefield:
Receptionist:
Mrs Ryefield:

Three nights.
What kind of room would you like, madam?
Er... double with bath. Id appreciate it if you could give me a room with a view
over the lake.
Certainly, madam. Ill just check what we have available. . . Yes, we have a room
on the 4th floor with a really splendid view.
Fine. How much is the charge per night?
Would you like breakfast?
No, thanks.
Its eighty four euro per night excluding VAT.
Thats fine.
Whos the booking for, please, madam?
Mr and Mrs Ryefield, thats R-Y-E-F-I-E-L-D.
Okay, let me make sure I got that: Mr and Mrs Ryefield. Double with bath for
March the 23rd, 24th and 25th. Is that correct?
Yes it is. Thank you.
Let me give you your confirmation number. Its: 7576385. Ill repeat that:
7576385. Thank you for choosing San Felice Hotel and have a nice day.
Goodbye.
Goodbye.
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MAY I HELP YOU?
SLOT 3
2.00 P.M. 4.00 P.M.
Course Assessment
Section A: Write the correct word (from the list on the right) to describe each picture:
horseback
conference
balcony
beach
phone
bellhop
course
chair
cart
sheets
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MAY I HELP YOU?
1.
2.
3.
4.
5.
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MAY I HELP YOU?
6.
7.
8.
9.
10.
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MAY I HELP YOU?
Clear Answ ers
Section B:
1.The rate for that room is
2. I can
3. Is there a
4. Are you having
5. We offer
6. This service is
(slightly/lightly) ( = a little) higher.
(assist/assess) ( = help) you with this.
(trouble/problem) with your room?
(trouble/problem) opening the door?
(washing/laundry) service for our guests.
(given/provided) as part of your room rate.
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MAY I HELP YOU?
7. Breakfast is not included in the price. You will have to pay
8. We offer 24-
(extra/money) for it.
(hour/hours) room service.
9. The word "amenities" refers to "comforts" or
(conveniences/conventions). These
may include a pool, a sauna, a restaurant, etc.

10. We have an
(indoor/inside) pool for our guests.
Section C: A guest wants some information from you. Choose the most natural-sounding
response:
1.
I'd like to file a complaint with the manager.

There's a conference in the hotel this weekend.
He's not around right now, but I'll have him call you as soon as possible.
The manager likes to complain, but he's a good person.
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MAY I HELP YOU?
2. Hi, I have a reservation. My name is McAlister.

Spelling?
I don't know how to spell that.
OK. How do you spell your last name.
3. How do I get to your hotel from the airport?

Our shuttle bus runs until 11:00 PM
We have a shuttle bus that runs to and from the airport.
Public transportation is not very convenient here.
4. How far is your hotel from the train station?

We're about 2 kilometers away.
You can come by taxi.
The fact that we're located close to the train station makes us a very convenient
choice.
5. I think the taxi driver cheated me!
You have to make sure that the taxi driver uses the meter.
The best way to get to the airport is by taxi.
Sometimes you have to wait a long time for a taxi to come.
6. Is it safe to walk alone around here?

Yes, we care about your safety.
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MAY I HELP YOU?
Safety first!
Yes, this is a very safe neighborhood.
7. Where is the conference room?

It's on the second floor.
There is a conference this weekend.
Would you like a room?
8. How do I get to the conference room?

Take the elevator up to the second floor and turn right. You'll see the door marked
"Conference Room."
Take the elevator up to the second floor and turn right. You'll see
the door named "Conference Room."

Your room is on the third floor. You can take the elevator or the stairs.
9. Hmm... that's a little out of my price range.

Will you be paying by cash or credit card?
OK. Let's see if we can find you something more affordable.
OK. When will you be leaving?
10. Why do I have to leave my passport?

You have leave your passport at the reception desk.
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MAY I HELP YOU?
Give me your passport, please.
It's hotel policy. All guests have to leave their passports at the reception desk for the
duration of their stay.
Section D
Fill in each blank with the proper (best) response from the list below:
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messages
system
extra
charged
receipt
machine
card
fitness
baggage
offers
1.
We
you an additional $5 for the two long-distance calls that you made.
2. There are no
for you.
3. You can leave your
here until 5:00 PM.
4. This is a service that the resort
5. There's a
6. We use (swipe)
to all its guests.
center on the second floor.
keys.
7. I can't check the status of your reservation because our
( = computer) is
down right now.

8. I'm printing out your
9. I'll bring you some
10. There's a fax
right now.
blankets.
in the main lobby.
SECTION E : Imagine you are taking the hotel reservation via phone. Complete the
dialogue with suitable sentences.
Hotel Clerk: Hello. Sunnyside Inn. May I help you?

Man: Yes, I'd like to reserve a room for two on the 21st of March.
Hotel Clerk: _________________________________________________________
Man: No. March, not May.
Hotel Clerk:
______________________________________________________________________________
Man: Are you all booked that night?
Hotel Clerk:
______________________________________________________________________________
Man: How much is that?
Hotel Clerk: _________________________________
Man: Oh, that's a little too expensive for me. Do you have a cheaper room available either on the
20th or the 22nd?
Hotel Clerk: _________________________________________________
Man: Non-smoking, please.
Hotel Clerk:
______________________________________________________________________________
Man: Well, how much is the non-smoking room on the 20th?
Hotel Clerk:
______________________________________________________________________________
Man: Okay, that'll be fine.
Hotel Clerk: ___________________________________________________________________
Man: Yes. Bob Maexner.
Hotel Clerk: ___________________________________________________________________
Man: M-A-E-X-N-E-R.
Hotel Clerk: ____________________________________________________________
Man: Okay. Goodbye.
THE END -
SLOT 4
4.00 P.M. 5.00 P.M.
Course Evaluation
Course Evaluation
1. How likely is it that you would recommend this training to a friend or colleague?
Not at all likely - 0
Extremely likely - 10
2. Do you have any other comments, questions, or concerns?
Do you have any other comments, questions, or concerns?

3. What does the trainer need to do to improve his/her performance?
What does the trainer need to do to improve his/her performance?

4. How quickly does the trainer follow up on requests?
How quickly does the trainer follow up on requests? Extremely quickly
Quite quickly
Moderately quickly
Slightly quickly
Not at all quickly
5. How well does the trainer handle criticism of her work?
How well does the trainer handle criticism of her work? Extremely well
Quite well
Moderately well
Slightly well
Not at all well
6. How well does the trainer work with all the participants?
How well does the trainer work with all the participants? Extremely well
Very well
Moderately well
Slightly well
Not at all well

7. What department do you work in?
What department do you work in? Administrative
Customer Service
Marketing
Human Resources
Other
8. What is your job role?
What is your job role? Receptionist
Team Leader
Manager
Other
9. How easy is it to get help from your supervisor when you want it?
How easy is it to get help from your supervisor when you want it? Extremely easy
Quite easy
Moderately easy
Slightly easy
Not at all easy
10. What does your trainer need to do to improve his/her performance?
What does your trainer need to do to improve his/her performance?

11. How realistic are the expectations of your trainer?
How realistic are the expectations of your trainer? Extremely realistic
Very realistic
Moderately realistic
Slightly realistic
Not at all realistic

12. How often does your trainer listen to the participants' opinions during the training?
How often does your trainer listen to the participants' opinions during the training?
Extremely often
Very often
Moderately often
Slightly often
Not at all often
13. How effective is the training you receive from the trainer?
How effective is the training you receive from the trainer? Extremely effective
Very effective
Moderately effective
Slightly effective
Not at all effective
14. Overall, are you satisfied with this training, neither satisfied nor dissatisfied with it, or
dissatisfied with it?
Overall, are you satisfied with this training, neither satisfied nor dissatisfied with it, or
dissatisfied with it? Extremely satisfied
Quite satisfied
Somewhat satisfied
Neither satisfied nor dissatisfied
Somewhat dissatisfied
Quite dissatisfied
Extremely dissatisfied
15. When you make a mistake, how often does the trainer? respond constructively?
When you make a mistake, how often does the trainer? respond constructively? Always
Most of the time
About half of the time

Once in a while
Never
16. Overall, do you feel positively, negatively, or neither positively nor negatively about this
training?
Overall, do you feel positively, negatively, or neither positively nor negatively about this
training? Extremely positively
Quite positively
Somewhat positively
Neither positively nor negatively
Somewhat negatively
Quite negatively
Extremely negatively
17. How clearly did your trainer explain the module?
How clearly did your trainer explain the module? Extremely clearly
Quite clearly
Moderately clearly
Slightly clearly
Not at all clearly
18. How friendly was the receptionist when you arrived at our office?
How friendly was the receptionist when you arrived at our office? Extremely friendly
Quite friendly
Moderately friendly
Slightly friendly
Not at all friendly
19. Did you feel that your trainer spent too much time speaking with you, too little time
speaking with you, or about the right amount of time speaking with you?
Did you feel that your trainer spent too much time speaking with you, too little time
speaking with you, or about the right amount of time speaking with you? Much too much
Somewhat too much
Slightly too much
About the right amount
Slightly too little
Somewhat too little
Much too little
20. How effectively did you feel the skills taught in the training were significant to be used in
your workplace?
How effectively did you feel the skills taught in the training were significant to be used
in your workplace? Extremely effectively
Quite effectively
Moderately effectively
Slightly effectively
Not at all effectively
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MAY I HELP YOU?

English for Hotel StudentsThe module.

MAY I HELP YOU A COMMUNICATIVE

MAY I HELP YOU?

English for Hotel StudentsThe module.

Background of the module

Hotel industry words/terms/expressions

MAY I HELP YOU?

English for Hotel StudentsThe module.

MAY I HELP YOU?

English for Hotel StudentsThe module.

>Identify, match and write the

>Fill in the blanks with the correct responses

>Fill in the blanks with suitable words for each

MAY I HELP YOU?

English for Hotel StudentsThe module.

(ii) Teacher asks

MAY I HELP YOU?

English for Hotel StudentsThe module.

VISUAL ENGLISH VOCABULARY QUIZ

MAY I HELP YOU?

English for Hotel StudentsThe module.

Clear Answ ers

MAY I HELP YOU?

English for Hotel StudentsThe module.

VISUAL ENGLISH VOCABULARY TEST

MAY I HELP YOU?

English for Hotel StudentsThe module.

MAY I HELP YOU?

English for Hotel StudentsThe module.

Clear Answ ers

ENGLISH THROUGH PICTURES (VOCABULARY PRACTICE)

MAY I HELP YOU?

English for Hotel StudentsThe module.

Clear Answ ers

ENGLISH FOR HOTEL EMPLOYEES

1. Your room hasn't been

2. You can check

(in/on) from 11:00 AM.

(schedule/time) is 12:00 PM.

4. Let me know if you need anything else = Let me know if you

(see/seem) to find your reservation.

MAY I HELP YOU?

English for Hotel StudentsThe module.

6. Did you make your reservation

(good/order) = Everything is alright (= especially when talking

about formal matters)

(promises/premises) ( = in or attached to the hotel)

(enjoy/please) your stay.

10. How long will you be

Clear Answ ers

ENGLISH FOR HOTEL EMPLOYEES

1. I'm sorry, we don't have any rooms

(available/rentable) that weekend.

MAY I HELP YOU?

English for Hotel StudentsThe module.

2. Would you like me to check another

3. I'm sorry, we're all-

(date/schedule) for you?

(books/booked) ( = we have no free rooms) because of a big

5. We don't have room

(servants/service). ( = We don't bring food, etc. to your

(show/carry) you to your room.