386

El Turismo Nacional
Reservaciones
y Cancelaciones
Documentacin e Informacin de
Huspedes
Demandas de los Huspedes
Servicio al Cliente
Sugerencias sobre Servicios
Crditos
Esta es una publicacin de la Escuela Nacional de Hotelera,

dentro del proyecto NIC/018, financiado conjuntamente por los gobiernos
de la Republica de Nicaragua y el Gran Ducado de Luxemburgo.
Compilacin y Adecuacin de Contenido:
Darzee Irazema Mendieta Reazco

Revisin y Aprobacin:
Miriam Espinoza
Se permite la reproduccin total o parcial de la presente obra,

haciendo referencia a la fuente.
Managua, Nicaragua
Diciembre 2008.
Unidad I:
Solicitudes y Quejas
Con esta unidad el alumno desarrollar la capacidad de:

Realizar el proceso de reservacin, cambios y cancelacin en el hotel a
solicitud del cliente.
Unidad I: Solicitudes y Quejas

Presente perfecto progresivo
Reading Strategies.
Meaning from context
Reading must be seen as an acquired ability.

But acquiring it implies a lot of practice, a good
vocabulary background, good speed and intonation
and the knowledge of some techniques that can guarantee comprehension. In this section we will concentrate
on the latter. Unfortunately we cannot give you techniques on intonation and speed. We can not help you
with the vocabulary either, since this is a personal task and you must get to it. Nevertheless, we can help you
understand a little better what you read. For this purpose at the left you can find three of the most well known
techniques for reading. Click on each title at the right to find important information. Remember that the best
way to become a great reader is enjoying what you read.
Using Context
Most of the time we are faced with reading something just then, at that precise moment. In the real world
you can not be too prepared to read a text. In many cases you simply do not have the time to use a dictionary
or to apply a given technique. It is only you and the text. This is when understanding context can come in
handy. Context can be defined as the elements that surround a term and help clarify its meaning. The first
thing to do when taking advantage of context is recognizing the grammatical category of the word we are
trying to understand of define. Is it an adverb, an adjective, a verb or a noun? English grammar can give us
some tips to know exactly what kind of word we are dealing with, for example:

If
If
If
If
the
the
the
the
word
word
word
word
ends in -ly and is located after a verb it is likely that you have an adverb.
is before a noun and is not pluralized it can be an adjective.
is after a personal pronoun or a noun it might be a verb.
has a definite or indefinite article or it is pluralized it is possible to be a noun.
Skimming and Scanning

Skimming refers to the process of reading only main ideas within a passage to get an overall impression of
the content of a reading selection.
How to Skim:
1.
2.
3.
4.
Read
Read
Read
Read
the title.
the introduction or the first paragraph.
the first sentence of every other paragraph.
any headings and sub-headings.
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Reservaciones y Cancelaciones
READING TECHNIQUES
5. Notice any pictures, charts, or graphs.

6. Notice any italicized or boldface words or phrases.
7. Read the summary or last paragraph.
Scanning is a reading technique to be used when you want to find specific information quickly. In scanning you
have a question in your mind and you read a passage only to find the answer, ignoring unrelated information.
How to Scan:
1. State the specific information you are looking for.
2. Try to anticipate how the answer will appear and what clues you might use to help you locate the answer.
For example, if you were looking for a certain date, you would quickly read the paragraph looking only
for numbers.
3. Use headings and any other aids that will help you identify which sections might contain the information
you are looking for.
Extensive reading - longer texts for pleasure and needing global understanding.
Intensive reading - shorter texts, extracting specific information, accurate reading for detail.
PRACTICE: Skimming and Scanning
Exercise: Using these descriptions, how would you read the following? Match the different types of reading
with the categories below. Decide which one requires you to skim or to scan the text. Which one needs detailed
Intensive reading? What type of text do you read extensively - for pleasure?
Select your answer by circling the correct letter.
1. A novel:
a. Skimming
b. Scanning
c. Extensive
d. Intensive
b. Scanning
c. Extensive
d. Intensive
b. Scanning
c. Extensive
d. Intensive
b. Scanning
c. Extensive
d. Intensive
c. Extensive
d. Intensive
2. A newspaper:
a. Skimming
3. A text in class:
a. Skimming
4. A poem:
a. Skimming
5. The telephone directory:

a. Skimming
b. Scanning
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6. A postcard:
a. Skimming
b. Scanning
c. Extensive
d. Intensive
b. Scanning
c. Extensive
d. Intensive
b. Scanning
c. Extensive
d. Intensive
b. Scanning
c. Extensive
d. Intensive
7. A train timetable:
a. Skimming
8. A recipe:
a. Skimming
9. A travel brochure:
a. Skimming
READING & VOCABULARY
Read the following passage and then answer each question.
A good Home Business entrepreneur learns to see complaints as an opportunity rather than as a curse. This is
because your character is revealed to your customer more when things go wrong than when things go right. So
you can actually turn a disgruntled customer into a lifelong customer if you handle the complaint properly.
The main thing you should do when you get a complaint is to acknowledge the error
and apologize for the failure that the customer has noticed. It is very helpful at this point
to listen to the customer. Whatever you do, do not get defensive at this point. This is not
an ideal time to correct the customers perception of the situation. It is essential that
the apology appears genuine and not merely an empty exercise. This means giving the
customer your undivided attention. An apology basically shows the customer that you care
about their experience and it will usually neutralize their anger.
After you apologize, you should then empathize with the customer and the customers
frustration. You are essentially putting yourself in their shoes at this point. We need to
verify our understanding of both the customer service breakdown in whatever form it manifested, and its
effect on the customer. As a general rule, the expression of empathy to the customer should come right after
the apology. Although these 2 initial steps should do the job of making the customer feel valued, they do not
in and of themselves prove to the customer that your home business is worthy of further patronage and may
not yet be convinced whether or not additional experiences will be better
than the last one. For this reason, you should next assure the customer that
you are going to do something about the customers disappointing experience
with you.
You should then assure them that you are taking specific steps in response to
this experience to upgrade or modify your policy or service structure in such a
way to make sure that the unpleasant experience will never be repeated. This
assurance validates the customers concerns, and shows that you will not allow
the negative situation to repeat itself in the future.
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COMPREHENSION CHECK
1. What is this passage mainly about?

a. Customers complaints
c. How to apologize to customers
b. How to make complaints
d. How to deal with customers complaints
2. According to the passage, summarize the steps to handle customer complaints.

a. ______________________________________________________________________
b. ______________________________________________________________________
c. ______________________________________________________________________
3. What do these underlined words in the passage refer to?
a. it ___________________________________________________________________
b. they _________________________________________________________________
c. itself _________________________________________________________________
4. What does the sentence You are essentially putting yourself in their shoes at
this point. mean?
a. giving solutions to the problems.
b. experiencing problems about ordering shoes.
c. feeling sorry about the persons problem.
d. thinking about if you were in the other persons situation.
5. In your opinion, how would you deal with customers who always have a complaint no matter how good
your service is?
____________________________________________________________________
____________________________________________________________________
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Read the hotel descriptions on page 13, 14 and 15. and decide which hotel is most suitable for the following
people.
Helen Townsend, a travel manager at Self trade is looking for a centrally located hotel in which fifteen
managers can stay while attending a lecture in July. If possible, they would like direct internet access in
their rooms.
Mr. and Mrs. Wendt are planning to stay in the country with their two teenage children to know new
places. They plan to eat out so its not important for the hotel to have its own restaurant but they do like
attractive surroundings.
Mabel Seijas is the singer in a rock band and is going to the country with the group for a weekend music
festival. They dont have much money and just need a place to keep their instruments and sleep,
Present Perfect Progresive

CONVERSATION
Practice the conversation with a partner.
RECEPTIONIST:
GUEST:

Reception. How may I help you?

Yes. This is Mr. Smith in room 216. I called twenty minutes ago and asked for
someone to pick my luggage, but Ive been waiting and nobody has come.
RECEPTIONIST:
Im sorry for the delay, Mr. Smith. Ill send the bellhop right now.
GUEST:
Well, I sure hope so!

GRAMMAR FOCUS: THE PRESENT PERFECT PROGRESSIVE
Use the Present Perfect Continuous for actions that began in the past and continue into the present.
It is similar in meaning to the present perfect.
Ive waited for someone to pick up my luggage.
Ive been waiting for someone to pick up my luggage.
SUBJECT + HAVE/HAS + BEEN + PRESENT PARTICIPLE (ING)
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Bozena Leszkowicz, mother of two energetic twins aged eighteen months, is looking for a reasonably priced hotel where she can stay for a week with her husband and children and not have to worry about
upsetting other guests.
SPEAKING:
Hotels like to make sure their important guests enjoy a superior service. Work with a partner and discuss
the following questions:
What kind of business guests are important for a hotel?
What can a hotel do before and on the arrival of an important guest to make their stay comfortable and
easy?
GRAMMAR PRACTICE:
Put the verbs in the following sentences into the correct form. Use the Present Perfect or the Present
Perfect Progressive.
1. I (stay) ________________________________________ in this hotel for two weeks. I

(stay) _________________________ since November 3rd.
2. Since lunch time, Mr. Rivera (read) ___________________________ the newspaper. He (read)

_____________________________ half of it.
3. I (input) _____________________________ a few records in the computer because I

(only / answer) ______________________ the telephone.
4. I (drink) _____________________ coffee all day. I (drink) ______________________ eight cups.

5. (you / only / clean) ________________________ the first floor? You (clean) ______________________
that for five hours.
6. Albert (not / work) _________________________ there for long, but he (already / be /promoted)
___________________________ twice.
7. I (sit) __________________________ at my computer since eight oclock this morning, but I
(only / manage) ________________________ to write four letters.
8. Mr. Berg (check) _________________________ his e-mail since eight oclock this morning. He (send)
________________________ some important messages to his clients.
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SPEAKING:
Work in small groups of three and discuss the following questions:
1. What special facilities do business travelers expect? Make a list.
2. What special cultural difficulties and needs would an American business have in your country?
4. How would a hotel find out about the details of these different cultural practices and customs?
5. What can the hotel do to help people of different nationalities and cultures feel at home and feel able
to mix with others?
6. Think about reception procedures, room design and facilities, information sheets and signs, restaurants
and staffing.
READING:
A significant proportion of business travelers are Japanese, and some hotels try to cater for their specific
requirements.
How hoteliers can prepare to welcome their Japanese visitors.
The following points suggest how hoteliers can make adjustments to satisfy Japanese visitors
requirements.
The manager or a senior member of a staff should be on duty when a party of Japanese visitors is checking
in and should preferably have a Japanese business card and a lapel badge. This person should, if possible,
remain as their main contact in the hotel throughout their stay and extend a personal welcome and farewell.
To say goodbye is extremely important in Japan.
Avoid putting Japanese visitor in rooms with the numbers
4, 44, 444, etc. as this is considered unlucky. Four is shi
in Japanese, the verb to die being shinu, so this
superstition should be taken seriously. Some hotels in Asia
do not designate a 4th floor at all.
Ensure a consistently prompt response for service, as well
as complaints, in all departments. The Japanese are used to
abundant staff on duty and a high level of service. This may
initially require a higher level of staffing, but the benefits in
terms of future business are obvious.
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3. Think about social customs / behavior, greeting people and meeting in general, language difficulties,
food and eating habits (and meal table, etiquette), and business situations (dress, negotiating, making
deals, etc.)
A welcome sign in Japanese at the reception desk is much appreciated. Exit and other directional signs in
Japanese throughout the hotel will make the guests feel more at home.
Try to have at least one Japanese national on your staff; the other staff should receive basic training in
Japanese language and should receive cross cultural training.
Japanese print should be available at reception or in rooms, for example, a letter of welcome and guidance
notes, general information. Yellow pages, a city guide, and a newspaper, sources of Japanese publications
could also be provided.
A selection of toiletries and a hair drier should be provided in bathrooms. It is also appreciated if a yukata
(cotton dressing gown) and slippers are provided in rooms.
Bathrooms must have a constant supply of hot water and should have a bath and shower attachment. The
Japanese are accustomed at home to showering outside the bathtub before soaking in a tub of clean water.
There should be a drain the bathroom floor, or else a notice in Japanese and at least one other language,
advising on the correct use of the shower and bath. This could prevent flooding or other damage caused
through misunderstanding.
Twin beds should be provided by Japanese guests rather than double
beds, even for honeymooners.
In the case of groups, care should be taken to give all members rooms of
a similar standard. For refreshment, the Japanese like to have green tea
bags, plum tea sachets, and miso soup packets in their rooms with kettle,
cups and saucers.
The Japanese like to see evidence of a high level of security, especially with so many ladies traveling
unaccompanied. Relevant information could be provided in room literature and promotional leaflets.
For the business visitor, some hotels provide a business center staffed with Japanese linguists, offering
translation and word processing services.
READING COMPREHENSION
According to the text, which of the things are especially important to a Japanese visitor?
___ Plenty of staff on duty.
___ Notices and signs in Japanese.
___ TV and video in their room.
___ A Japanese speaking staff member.
___ Politeness
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___ A high level of security.

___ Japanese newspapers
___ Japanese food.
Now answer the following questions:
1. Why would a Japanese visitor probably not want to stay in room 444?
2. What particular features a Japanese visitor wants to find in a hotel bathroom?
3. Would a Japanese couple prefer twin beds or a double bed?
Look for the word that means:
goodbye
_______________________________
people who have just married
_______________________________
container for boiling water
_______________________________
sealed plastic or paper packs
_______________________________
belief for which there is no good reason
_______________________________
relaxing in the bath for a long time
_______________________________
fast, without delay
_______________________________
PRONUNCIATION: The / / and /s/ sounds.

Listen and repeat the following words to practice the sounds / / and /s/.
sheet
shut
shock
shirt
short
//
she
shower
show
shuttle
shy
/s/
sense
send
September
sick
sight
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seat
see
sea
side
sign
Peticiones con los modales CAN y COULD

Can / Could for request.
CONVERSATION
Receptionist:
Good morning, Abela Hotel. Juan speaking. How can I help you?
Guest:
Good morning. I want to book a double room.
Receptionist:
Could I have your name, sir?
Guest:
Yes, sure. Stephen.
Receptionist:
OK. Mr. Stephen. When would you like the reservation?
Guest:
November 17th and 18th.
Receptionist:
Well. Could you wait a minute, while I check availability?
Guest:
Sure.
Receptionist:
Great. We have a double room available for those dates. Can you give me your contact
address and telephone number, please?

LANGUAGE FOCUS: POLITE QUESTIONS: May I, Could I, Can I?
Polite Questions
a) May I please have your name?

b) Could I have your address?
c) Can I see your passport, please?
Possible Answers
Certainly.
Of course.
Sure. Here it is.
People use May I, Could I, and Can I to ask polite questions. The questions ask for someones
permission or agreement. (a), (b), and (c) have basically the same meaning.
Note: Can I is less formal than May I and Could I.
Please can come at the end of the question: May I have your phone number, please?
Please can be omitted from the question: May I have your phone number?
10
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GRAMMAR PRACTICE:
Following are some phone conversations. Complete the dialogs. Use May I, Could I, or Can I + a verb from
the list.
Have
help
leave
speak
talk
take
ask
1. A: Hello?
B: Hello, Is Mr. Gonzalez there?
A: Yes, he is.
B: _______________________ to him?
2. A: Hello. Mr. Blacks office.
B: ______________________ to Mr. Black.
A: ______________________ who is calling?
B: Susan Abbott.
A: Just a moment, Ms. Abbott. Ill connect you.
3. A: Hello?
B: Hi. This is Bob. _____________________ to Alex?
A: Sure. Hang on.
4. A: Good afternoon. Paradise Hotel. _____________________ you?
B: Yes. Id like to make a reservation.
A: _______________________ your name?
B: Mr. Brown. Jackson Brown.
5. A: Paradise Hotel. How can I help you?
B: ___________________ to Mr. Robinson in room 302.
A: One moment. Please Ill put you through. Sorry, nobody answers ___________________ a message?
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11
MORE PRACTICE:
A. MAKING REQUESTS:
Look at the way people in the restaurant asked for things:

Can you bring us a bottle of water, please?
Could you change mine, please?
Could we possibly order, please?
Do you think you could bring us the wine list?
Now ask similar questions using the verbs in brackets.

a. You dont know the telephone number of a caller. (give)
b. You didnt hear a customers surname. (repeat)
c. You dont know how to spell the name of a town. (spell)
d. You want to know if there are any vegetarians in a group. (tell)
e. You are not sure what time a guest is arriving. (confirm)
f. You want to check how many people there are in a group. (tell)
A. LANGUAGE FUNCTION:
Read the situation. What would you say? Work with a partner. Use modals.
1. You work as a travel clerk. You want a customers telephone number.
2. You work in a hotel. A guest is checking in. You are not sure how to spell his / her name.
3. You are an immigration officer. You want to see a travelers passport.
4. You work as a check in clerk. You want a passenger to go to the departure gate now.
5. You are a tour guide. You want to talk to your tour group, but they are all talking to each other.
6. You are a flight attendant. You want a passenger to fasten his / her seat belt.
7. You work in a hotel restaurant. You want a guests room number.
8. A guest is paying by credit card. You want him / her to sign.
12
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9. You are taking a room reservation on the telephone. You want the guests credit card number.
10. You work in a busy tourist information office. A tourist wants some information, but you are already
helping someone.
SPEAKING:
ORAL PRACTICE:
Work in pairs. Take and give orders.
Ex: to start (with) / a tomato juice.
A: What would you like to start with?
B: Id like a tomato juice, please.
1. as an entre / the baked salmon
2. as an appetizer / the melon
3. to drink / a fresh orange juice
4. as an entre / the filet
5. as an appetizer / the soup of the day
6. with that / French fries and a side salad
7. as an entre / the chicken
8. with that / some green beans
9. to drink / a black coffee
Now work with a new partner. Choose popular food and drinks from your country to make your own
examples. Make four sentences each.
Ex:
A: What would you like with to drink, sir?
B: Id like some hot sake, please.
A: And what would you like as an appetizer?
B: Id like the guacamole, please.
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13
Role Play: Work with a partner and role-play a conversation between a receptionist and a customer.
Receptionist you take the reservation use modals in your questions / requests, and fill in the form.
WORD STUDY:
Put these words into the table.
Meat
Vegetable
Dessert
Drink
____________
__________
____________
____________
____________
__________
____________
____________
____________
__________
____________
____________
____________
__________
____________
____________
____________
__________
____________
____________
14
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SPEAKING:
Complete the waiters half of the dialog, using the prompts in brackets. Then act out the dialog in pairs.
(Evening)
CUSTOMER:
Good evening.
WAITER:
(Two?)
CUSTOMER:
Yes, please.
WAITER:
(Aperitif?)
CUSTOMER:
No, thanks.
WAITER:
(Menu)
CUSTOMER:
Thanks.
WAITER:
(Order?)
CUSTOMER :
Well, Im not quite sure what to have.
WAITER:
(The veal?)
CUSTOMER:
All right. Ill have that.
WAITER:
(To start?)
CUSTOMER:
Almond soup, please.
WAITER:
(Wine?)
CUSTOMER:
Yes. A bottle of house white, please
WAITER:
(All right?)
CUSTOMER:
Yes, thanks. Delicious.
WAITER:
(Dessert?)
CUSTOMER:
Hazelnut gteau for me, I think.
WAITER:
(Coffee?)
CUSTOMER:
Yes, thanks. That would be nice.
WAITER:
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15
Now use the waiter language and the menus to act out the conversations between the waiter and the
guests in a hotel restaurant.
PRONUNCIATION: The // vs. /s/ sound.
Listen and practice the // and /s/ sounds.

//
/s/
thing
sing
tenth
tense
think
sink
path
pass
thank
sank
thick
sick
Practice saying the following sentences.

1. I dont think we have single rooms left.
2. Is everything all right, sir?
3. Could I have something different?
4. They sell cheaper theater tickets.
5. Thank you. Here it is your passport.
6.
Its on the third floor next to the salon.
7. Put your pass into the machine this way up to open the gate.
8. And another thing, there are thirteen of us.
Grupos
SPEAKING:
When a guest books a room at a hotel what kind of information does the reservations department needs?
16
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CONVERSATION:
King Hotel. How can I help you?
Caller:
Good afternoon, Id like to make a booking for myself and my husband.
Receptionist:
Could I have your name, please?
Caller:
Yes, its Herridge - Ann Herridge. H-E-R-R-I-D-G-E.
Receptionist:
OK. And when would you like to come?
Caller:
The weekend of the 15 July - for two nights, leaving on the 17th.
Receptionist:
And that would be a double room, would it? Would you prefer smoking or non-smoking?
Caller:
Non-smoking, please.
Receptionist:
Fine. How will you be paying, Mr. Herridge?
Caller:
By credit card, Visa.
Receptionist:
Could you give me the number, please?
Caller:
Yes, its 4999 1825 6857 6238.
Receptionist:
So thats 4999 1825 6857 6238. And your address, please?
Caller:
25, Old ham Road.
Receptionist:
Right Ms. Herridge, Ive made the reservation. We look forward to seeing you on
the 15th.
Caller:
Thank you.
Receptionist:
Youre welcome. Goodbye.
Caller:
Oh, I nearly forgot, I was wondering if you could arrange for a bottle of champagne
to be in the room when we come, its our wedding anniversary.
Receptionist:
Thats no problem. Ive made a note and itll be ready when you arrive.
Caller:
Thank you so much. Goodbye.
Receptionist:
Goodbye.
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17
Receptionist:
LANGUAGE FOCUS: EMBEDDED QUESTIONS
A noun is used as a subject or an object.

A Noun Clause is used as a subject or an object. In other words, a noun clause is used in the say way
as a noun.

Question
Noun Clause

When do they arrive?
Do you know when they arrive?
DO NOT use question word order in a noun clause. In a noun clause, the subject precedes the verb.

When asking questions, it is often more polite to use indirect form.
PRONUNCIATION:
Practice saying the sentences politely.
1. Could I have your name?
2. This is a company account, is it?
3. When would that be for exactly?
4. What kind of room would you like?
5. How long will you be staying?
6. How will you be paying?
7. Heres your key. Your numbers room is 305.
CONTRASTIVE STRESS
Underline the stress words in the following questions.
9. Will that be one or two nights?
10. Would you like a single or a double room?
11. Would you prefer smoking or non-smoking room?
12. Is the room at the back or at the front of the hotel?
13. Is that M or N?
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SPEAKING:
Work in pairs. Take roles between a receptionist and a guest who is making a reservation. Complete the
reservation form.
KING JAMES
ARRIVAL: ________________________
DEPARTURE ______________________
ROOM NO. ______________________
RATE __________________________

METHOD OF PAYMENT
CASH $
TRAVEL VOUCHER $
HOTEL
TYPE __________________________
SURNAME _______________________
NATIONALITY _____________________
PASSPORT NO. ____________________

CREDIT CARD $
CHARGE TO COMPANY $
CONVERSATION
Receptionist:
Good morning. Front Desk. How may I help you?
Guest:
Good morning. Im staying here for a few days and Im interested in visiting new
places. Can you tell me what places I can visit?
Receptionist:
Is this your first visit?
Guest:
Yes.
Receptionist:
Ok. Well, I suggest starting off with the capital. You can visit the old center of
Managua, you can visit the National Palace, for example.
Guest:
Do you know what time the National Palace opens?
Receptionist:
Well. Im not really sure, but I guess it is open from 9:00 a.m. to 3:00 p.m.
Guest:
Can you tell me how I get there?
Receptionist:
You can take a taxi. Would you like me to call one?
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19
GRAMMAR PRACTICE:
Change the question in parentheses to a noun clause.
1. (What is your address?) Could you tell me ____________________________________
2. (When are you coming?) Do you know _______________________________________

3. (How much does it cost?) I dont remember ___________________________________
4. (Where do you live?) Please, tell me ________________________________________
5. (What did he say?) I couldnt hear __________________________________________
6. (Which one does he want?) Lets ask him ____________________________________
ORAL PRACTICE:
Work with a partner. Practice embedded questions; begin your response wit I dont know
Example: What time is it?
Response: I dont know what time is it.
1. Where does she live?
2. What country is Mrs. Robinson from?
3. How long are Mr. and Mrs. Brat staying?
4. Whats your telephone number?
5. Where is the post office?
6. How far is it to the market?
7. What kind of room do they prefer?
8. What is the population of Nicaragua?
9. Where is he going to eat lunch?
10. When did you arrive?
11. What time does the bank close?
12. Where is the ladies restroom?
13. When does the bus leave?
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PRACTICE:
Rewrite these sentences as embedded questions.
1. What are the room rates?
Could you tell me __________________________________________?
2. Is it possible to have a connecting room?

I was wondering ___________________________________________?
3. Is there a florists near here?
Do you know if __________________________________________?
4. Can I leave my cases here after Ive vacated the room?
I was wondering _________________________________________?
5. How long will the taxi take to arrive?
Could you tell me ________________________________________?
MORE PRACTICE:
Change these sentences into embedded questions. Use a different sentence beginning for each one.
1. Whats your name?
2. How much does it cost to take a taxi to the airport?
3. Can you spell that?
4. Can I settle the bill this evening?
5. What kind of room do you want?
6. Is there a good bookshop near the hotel?
7. How will you pay?
8. What time will you get there?
9. Sign the visitors book?__________________________________________________________________
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21
READING:
A placement at the Mansion Hotel. Trainee Fiona McGovan talks to Milli Patel about her recent work
experience.
Mr. Patel: Youve just finished working in a hotel, havent you?

Fiona:
Thats right, I was in a three - star hotel called the Mansion Hotel.
Mr. Patel: What kind of things did you have to do?

Fiona:
At beginning I was on reception. I had to take bookings, confirm reservations and welcome
the guests when they arrived. I also had to deal with the money side things, take payments,
check the petty cash, do the accounts, change currency, all the basic front office things, and
of course liaise with all the other departments.
Mr. Patel: What sort of things did you find easy or particularly difficult?
Fiona:
It wasnt easy because there were so many things to do and I was on my feet all day long.
At first, it wasnt easy to use the computer system but it didnt take too long to get used to.
Mr. Patel: Were there any problems you had to deal with?
Fiona:
Well, there was one occasion when a woman had made her booking months before and written
to confirm. But when she arrived her room had been let out and so she was redirected
to another hotel.
Mr. Patel: What happened to her booking?

Fiona:
Well, because she arrived after 6 p.m., thats when the rooms are released. Anyway, the
next day she came back to see whether thered been any phone calls or faxes and shed
also arrange to meet someone in the lobby. But in fact, the person she was going to meet
had been told to go to another hotel. And it wasnt even the one she was staying at but
a different hotel altogether.
Mr. Patel: She must have been really fed up.

Fiona:
She was and she let us know. But the worst thing was when she came across someone from her
company who was staying with us and who had checked in at half-past nine. I think we lost a
customer there!
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READING COMPREHENSION:
Read the interview again about Fiona, a student who has recently completed a work placement at a hotel,
and answer the questions.
1. Tick the things she had to do.
a. deal with money.

b. take bookings
c. serve in the bar.
d. organize seminars.
e. communicate with other sectors.
2. What did she find particularly difficult?
a. using the computer system.
b. the quantity of work.
c. staff relationships.
d. checking the accounts.
3. Why was the guests room not waiting for her?
a. She hadnt made a booking.
b. She had arrived at the wrong hotel.
c. Her room had been given to a colleague.
d. Someone else had been given her room.
4. Why did the woman come back to the hotel?
a. The room had been release.
b. She needed to collect her bags.
c. She was going to talk to someone.
d. Shed received a phone call.
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23
5. How did the woman react?

a. She was angry.
b. She complained to her colleague.

c. She insulted the staff.
d. She left without saying a word.
VOCABULARY:
Which words in the text mean the same as these?
a. handle
_______________________________
b. small change
_______________________________
c. foreign money
_______________________________
d. work closely with
_______________________________
e. accustomed to
_______________________________
f. given to another person _______________________________

g. annoyed
_______________________________
h. met
_______________________________
Put the words into the right order.

1. you vacated me have could tell rooms which been ?
____________________________________________________________________
2. the any you have repaired when idea photocopier will do be ?
____________________________________________________________________
3. would I wondering if room you was changing mind you ?
____________________________________________________________________
4. tonight what you know do time be youll back ?
____________________________________________________________________
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5. noise making you mind please would just a less little ?

____________________________________________________________________
6. many you let group know how could people are there me in your ?
____________________________________________________________________
Making a reservation:
Work in pairs. Student A you want to book a hotel room. Telephone Student B and make a reservation with
the following details:

reserve a room (with bath) for yourself, your partner and two young children.
arrival on 13 March and departure on 15 March.
arrival not before 9 p.m. on the 13 March.
you need a cot for a baby (age 15 months).
you would like to know the room rates.
your credit card number is 9863 2317 4563 9912.
Student A:
You are a reservation clerk at a hotel. Answer the phone with the name of the hotel. Take all the necessary
details and use the reservations chart below to confirm the reservation details.
13th
14th
ROOM
TYPE
NAMES
ROOM
TYPE
202
203
TB
DB
Sanchez
Dobson
202
203
TB
DB
204
205
TRB
S
204
205
TRB
S
NAMES
Andrews
Doherty
13th
ROOM
TYPE
202
203
TB
DB
204
205
TRB
S
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NAMES
Bettinger
25
SPEAKING:
Single Bedroom = $ 49
Twin Bedroom = $ 85
Double Room = $ 78
Triple Bedroom = $ 97
VOCABULARY:
CONFERENCES. Which words is the odd one out?
1. venue
location
site
plenary
2. banquet
buffet
refreshments
presentation
3. channel
OHP
video recorder
slide projector
4. seminar
workshop
lecture
auditorium
5. delegate
participant
coordinator
speaker
6. display
exhibition
flipchart
stand
7. printer
fax
photocopier
safe
8. drinks
beverages
luncheon
minibar
GRAMMAR PRACTICE:
I have a friend who is planning a trip to Nicaragua this summer. Here are some of the questions she asked.
Make them into embedded questions.
1. I dont know______________________________________________________________
Is it a long flight from New York?
2. Id like to know ___________________________________________________________
What clothes should I bring?
3. Do you know ____________________________________________________________
Will it be hot or cold in August?
4. I cant remember _________________________________________________________
Is my passport up to date?
26
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5. Ill ask my friend _________________________________________________________

How soon should I make plane reservations?
6. Ive got to find out _______________________________________________________
What languages do they speak in Nicaragua?
7. I dont know ____________________________________________________________

What is the name of their currency?
8. I dont remember _______________________________________________________
Am I leaving on a Friday or a Saturday?
9. Ive got to ask the consulate _______________________________________________
Do I need a visa to go to Nicaragua?
10. I wonder _____________________________________________________________
Do I need to get any shots?
ORAL PRACTICE:
Work with a partner and practice doing the embedded question.
1. Excuse me, can you tell me (Where can I get my car fixed?)
2. Would you tell me (When will dinner be ready?)
3. I dont know (When was Abraham Lincoln first elected president?)
4. Do you know (How do you use this software?)
5. I asked you (Are you ready to go home?)
6. I need to ask Barry (Are you going home now or are you going to stay a while more?)
7. I dont know (How do you turn this computer on?)
8. Do you remember (Whats the new security code?)
9. Did anyone tell you (When are the renovations to the consulate going to be finished?)
10. We need to find out (When is that group of American politicians going to visit?)
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27
Grupos
Group Reservations.
Group Reservations
Sports team travel
Family Reunion
Business Group
Tour group travel
Corporate Events
Group rates
Resort Incentives
Resort meetings
Executive group
Group contact
Resort incentive
Incentive group
Incentive groups
Leisure travel
Meeting Planning
Resort meetings
Group reservations
Weddings
Corporate Events
Events
Youth or college group
Social event and

Wedding travel
Meeting
Corporate meetings
Request for proposal
Seminars
Corporate Event
Seminars
Conference center
Reservations
READING:
Range And Type Of Room Rates.
Rates may be quoted net; this means that government tax and service charge are included in the rate.
Where a rate is quoted as + +, it means that these charges will have to be added to the rate.
There are various types of room rates:
Rack Rate
The room rate or tariff printed in the hotel tariff rate is known as the rack rate. This is usually the highest
rate commanded for a room and is frequently displayed either in reception or in individual rooms.
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Published rack rates may vary according to season in other words, be higher when
demand for the room is expected to be at its highest. The reality of the hotel business
is that properties do not sell many rooms at rack rate unless demand exceeds supply in
the location or at a particular time. Most rooms are sold with some level of discount.
Corporate Rate
Group / Tour Rate

Special rates are offered to groups and tours and these are negotiated
by management, in advance, with the tour operator or booking agent.
Management may determine the rate according to the size of the booking,
the timing (i.e. during busy / quiet periods) etc. It is usual for a commission
to be payable to the booking agent on these reservations.
Discounted Rate
In addition to offering discounted rates to travel agents, airline personnel etc. a hotel m ay extend special
offers or incentives to increase business. For example, a hotel may offer a twoforone tariff or stay 3
nights for the price of 2. Bargain breaks are a type of tariff introduced to encourage the use of the hotel
during slack / quiet periods e. g. weekends. They are usually offered only for a short period and very often
include meals.
Seasonal Rate
These allow a seasonal package to be put together to cover the room, meals and
entertainment for the period of the celebration.
Childrens Rate
These are a common means of encouraging family business
to hotels. Usually a discount or free stay for children staying in their parents room
is allowed.
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29
This refers to a special rate awarded to business clients.

These rates may be negotiated in advance by the management of the hotel, directly
with the travel office of the company in question. It is not uncommon to up-grade
corporate or business clients to a superior room at a standard room price.
GROUP ARRIVALS
The arrival of large groups of people, at the same time, will

always mean there is pressure on the reception staff to get all
guests checked in as quickly and efficiently as possible.
If the group happens to be a large number of guests with
individual bookings, who happen to arrive at the same time, then
the receptionist will have to process each individual, in turn,
as quickly as possible. However, if the group arrival is a tour or
special party, then the receptionist should know in advance of the
arrival, and have planned and organized things in advance. With all group arrivals, emphasis should be placed
on getting all guests checked in as quickly and efficiently as possible, with the minimum of delay.
Optional procedures for the registration of groups might include:
Individuals may complete a registration card in the usual way.
Registration cards may be given in advance to the tour operator and individuals requested to complete the
cards, en route to the hotel. When submitted, the receptionist needs only to check for signature and file
accordingly.
From information supplied in advance, the receptionist could complete the registration cards and request
only the guest signature on arrival.
controlling Room Types
For the security of both the guest and the hotel, the issuing of room keys must be very tightly controlled.
The theft, loss or unauthorized duplication of keys could have serious security implications.
Issuing Keys
To Individuals: keys are issued to guests on completion of the registration process.
To Groups: keys are usually organized in advance and distributed either individual envelopes or to the
group leader.
It is important to remember, than other than issuing a key to the guest at check-in, at all other times, keys
should only be issued on presentation of identification.
Key Systems:
Most hotels operate either a traditional key system or an electronic key system. The two most common key
systems in operations are:
1. Traditional manual keys: There are two sets of keys for every room; one set is allocated to the guest
and the second set is stored on a duplicate keyboard, retained securely at reception.
2. Electronic keys: This is a relatively new system of keyless locks. A computerized consulate in reception
codes plastic cards, similar in size to credit cards. Each card is essentially unique and as it has no room
number written on it, it is a very safe key system.
30
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3. Key Card The type and style of key card will vary from hotel to hotel, but usually it takes the form
of a small folder or display card, which is used as a cover, for the key room key. The main purpose of
the key card is to provide the guest with an identification card for the period of his stay in the hotel.
Increasingly, the card is used as a sales tool, providing information on the hotel facilities and services.
It is the responsibility of the receptionist to:
VOCABULARY: Package Holidays

Which word is the odd one out?
1. charter
scheduled
long-haul
upgrade
2. guesthouse
chalet
motor home
lodge
3. full board
surcharge
half board
bed and breakfast
4. airline
coach operator
ferry company
travel agency
5. backpacking
wedding
trekking
guiding
6. villa
visa
foreign exchange
insurance
7. safari
currency
honeymoon
weekend break
8. single
return
round trip
all-inclusive
Which category do the remaining words in each group belong to?

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31
Prepare the key card containing the relevant information; room number, arrival and departure date and
room rate / code and present it to the guest.
Would Rather.
CONVERSATION

Receptionist:
Abela Hotel. How may I help you?
Guest:
Id like to make a reservation.
Receptionist:
Certainly. May I have your name?
Guest:
John Braxton.
Receptionist:
When will you be arriving, Mr. Braxton?
Guest:
On June 29th. Ill be staying for four days.
Receptionist:
Would you rather have a single or a double room?
Guest:
A double room.
Receptionist:
How will you be paying?
Guest:
Id rather pay by credit card.
Language Focus: WOULD RATHER

PREFERENCES
Would rather (not) + infinitive without to.
Would prefer (not) + to infinitive
Noun

32
Id rather not change.

Id prefer to leave a bit later.
Id prefer a later departure.
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PRACTICE:
First answer these questions yourself. Then compare your answers with others in your class. Discuss the
reasons for your answers.
1. Would you rather work in a hotel or in a travel agency?
2. Would you rather work long hours or short hours?
3. Would you rather work with people or alone?

Now write four similar questions to ask your partner. Take turns to ask and answer.
ORAL PRACTICE:
Use the prompts below to make similar dialogs. Take turns to ask and answer.
Example: tea / coffee?
A: Would you rather have tea or coffee?
B: Id rather had tea, please.
1. Pay with cash / credit card
2. Smoking room / non - smoking room
3. A room with a view of the beach / a room with a view of the city
4. Check out now / check out later
5. A double room / a junior suite
6. An English breakfast / a continental breakfast
Fill in the gaps the dialog with the correct form of the verb given.
A: Can I help you?
B: Yes. I ______________________ (like) reserve a room from August 15th to August 18th.
A: Certainly, sir. _________________________ (prefer) smoking or non - smoking?
B: Smoking, please.
A: And __________________________________ (rather) have a view of the beach or a balcony?
B: I ____________________________ (prefer) a balcony please.
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33
READING:
VISTAMAR HOTEL
It is located right on the beach in Pochomil, Nicaragua. From the
airport the drive is about 90 minutes to the Pacific Ocean coastline
of Nicaragua where the Hotel is located where you can relax and
enjoy your vacation.
There are a total of 43 rooms with a maximum capacity of
three or four persons each. The rooms are distributed among 17
two story bungalows that have two or three rooms and the main
building which has several rooms. Each room has its own terrace
with hammock, private bathroom, TV, ceiling fan, air conditioning,
closet and telephone. Also, we offer in several of our rooms a
kitchen rental adjacent to the room, in case the client wishes to take their food or beverages.
Spend your time relaxing in one of our three pools with a cocktail from the bar
and later dine in our restaurant of international quality. The pools are surrounded
by small huts where you can sit down and relax, while you hear the singing of the
birds that inhabit the gardens, in the middle of freshness and tranquility of all the
nature and flowers around you.
The hotel offers 1 terrace for social
events, karaoke and an entertainment
program for adults and children with
activities and games such as beach and pool
volleyball, soccer, among other games; all coordinated by our highly
qualified entertainment personnel. Additionally, the Hotel offers a gift
shop, fax and internet services, ATVs rental, horseback ridding, laundry
service, and coordination of local car rental. There is private parking and
24 hours security.
During the sunset you can enjoy a stroll along the coast on foot or horse
back riding. And if you prefer to watch the sunset from the privacy of your
own room, you can do it from the hammock on the terrace. The Jacuzzi
is another option for you to spend your time in order to forget of your
everyday problems during your stay at the Hotel.
34
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Would Like To.

CONVERSATION
Edgware Inn. Can I help you?
Guest:
Yes, Id like to reserve a single room, please.
Receptionist:
Certainly, sir. Whats your name, please?
Guest:
Baughan, thats B-A-U-G-H-A-N. When will you be arriving?
Receptionist:
Thank you, Mr. Baughan. When will you be arriving?
Guest:
April 1st.
Receptionist:
How many nights?
Guest:
Until April 6th.
Receptionist:
So thats a single room for five nights. What kind of room would you like Mr. Baughan?
Guest:
A single room with a bath.
Receptionist:
How would you like to pay?
Guest:
By credit card, Visa.
Receptionist:
Whats the credit card number, please?
Guest:
Its 1234 567890.
Receptionist:
We use WOULD LIKE TO for polite requests and offers.

Would like + noun
Would like + to infinitive.

Id like some information about the hotel.

Would you like a single room?
Id like to know about hotel services.
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35
ORAL PRACTICE:
Make dialogs like this using the suggestions below.

Ex:
A: Would you like a smoking room?
B: No, Id like a
1. make a reservation / an enquiry

2. leave this morning / this afternoon
3. pay by cheque / credit card
4. a room with a bath / a room with a shower
5. continental breakfast / English breakfast
6. junior suite / suite
7. single room / double room
8. pay by credit card / pay by travelers checks.
9. a Queen-size bed / King-size bed
GRAMMAR PRACTICE:
Complete the sentences below with would like or would like to.
1. I _________________________ reserve a double room for April 4th and 5th.
2. We _________________________ room with a view of the beach.
3. ______________ you ____________ a smoking or a non-smoking room?
4. Red Hotel ________________________ apologize for the inconvenience.
5. I _________________________ have room service.
6. ______________ you ____________ book now?
7. We _________________________ have the cherry pie, please.
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Ingls II
ORAL PRACTICE:
Work with a partner. Make sentences or questions using would like or would like to.
EX: You want to collect your ticket now. You have a cheque book with you.

Id like to pay by cheque, please.
1. A guest is booking a room. You want to know the kind of room.

2. You want to know if the guest wants a smoking or non-smoking room.
3. You want to ask a guest the way of payment.
4. You dont know the departure date of a guest. What question do you ask?
5. You are taking a phone call from a guest. You want to know if s/he needs another service.
SPEAKING:
Info Gap:
You and your partner are planning a trip to San Juan del Sur, a city 111 kilometers from where you are now.
You would like to stay there for a week.
Partner A, your partner has information about the Hotel Colonial and Las Cascadas.
Get information about the two hotels from your partner, and then discuss the reasons for staying at each
hotel and some reasons to go by car, or by bus.
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37
Unidad I:
Proceso de documentacin e Informacin de los huespedes

Reproducir la pronunciacin y significado del vocabulario clave de forma oral y
escrita.
Unidad I: Proceso de Documentacin e Informacin de los Huspedes

Vocabulary: Accounting terms.
VOCABULARY: Money Terms.
Account:
n. a record of money a person deposits into a bank.
Balance:
n. the difference between credits and debits in an account.
Bank:
n. a building in which commercial banking is transacted.
Bank charges:
n. money paid to a bank for the banks services etc.
Barter:
v. to trade without using money.
Borrow:
v. to ask for the temporary use of money on the condition of repayment and at a set
rate of interest.
Branch:
n. local office or bureau of a bank.
Cashier:
n. an employee of a bank or building society who receives and pays out money.
Check US:
n. written order to a bank to pay the stated sum from ones account; Cheque UK.
Counterfeit:
n. v. fake money made in order to deceive.
Credit:
n. money in a bank a/c; sum added to a bank a/c; money lent by a bank -also v.
Credit card :
n. (plastic) card from a bank authorizing the purchasing of goods on credit.
Currency:
n. money that is used by a country.
Current account: n. bank a/c from which money may be drawn at any time; checking account US.
Debit:
n. a sum deducted from a bank account, as for a cheque - also v.
Debit card:
n. you use a debit card in much the same way as a credit card but instead of receiving
credit after making your purchase, the funds are utomatically (within a few days
usually) withdrawn from your bank account.
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Documentacin e Informacin de los Huspedes
Checkbook US: n. book containing detachable checks; chequebook UK.
Debt:
n. the state of owing something (specially money).
Denomination:
n. a number that expresses the value of a coin or bill.
Deposit:
n. an amount of money placed with a bank.
Deposit account: n. bank a/c on which interest is paid; savings account US.
Fill in UK:
v. to add written information to a document to make it complete; to fill out US.
Interest:
n. money paid for borrowing money that a bank or building society pays a customer
for putting money into their bank.
Lend:
v. to give the temporary use of money on the condition of repayment and at a set
rate of interest.
Loan:
n. money lent by a bank, and that must be repaid with interest also v
Mortgage:
n. most of us do not buy our homes outright for cashinstead we borrow money
to do so.
Overdraft:
n. deficit in a bank account caused by withdrawing more money than is paid in.
Pay in:
v. [paid, paid] to deposit or put money in to a bank account.
Payee:
Paying-in slip:
n. person to whom money is paid.

n. small document recording money that you pay in to a bank account.
Standing order: n. an instruction to a bank to make regular payments.

Statement:
n. a record of transactions in a bank account.
Withdraw:
v. to take money out of a bank account - withdrawal n.
Withdrawal
n. the act of taking out money.
Matching Exercise: Money and Banking

1. _____ Savings
a) money you borrow and pay back later
2. _____ Loan
b) when you spend more money than you have in an account
3. _____ Mortgage
c) money you do not spend but keep in the bank for later
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4. _____Overdraft
d) a record of where your money is in the bank
5. _____Interest
e) to put money into your bank
6. _____Withdraw
f) a special arrangement to borrow money to buy a home
7. _____ Deposit
g) to take money out of a bank
8. _____ Account
h) a percentage you pay when you borrow money
READING:
What items would you expect to find on a hotel bill? Continue this list:
Room charge (per night)
Meals
___________________
___________________
___________________
___________________
___________________
___________________
VOCABULARY PRACTICE:
Complete the expressions with the appropriate words.
a. How would you like ____________________?
b. Could you just ________________ here, please?
c. How much do you ____________________?
d. Would you just like to _______________ it ____________?
e. Can you tell me what this ______________ is for?
f. Do you _____________ Visa?
g. Can you tell me what the _________________ is?
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h. Cash or __________________?
i.
Is __________________ charged on that?
Which questions are asked by the guest and which by the hotel employee?
Look at this example of a bill for a guest staying at the Crown Hotel.
The Crown Hotel
Km. Carretera Norte. tel. 505-255-5888
Page No: 1
Room: 216
Folio No: 9182
Room Rate: 116.00
Name: Mrs. Townsend
Arrived: 26 October
Address: Own account
Departed: 28 October
Nationality: USA
No: Person 2
__________________________________________________________________________________________
Date
Outlet
Description
Charges
Total
__________________________________________________________________________________________
26 October
Lounge bar
2.65
26 October
Lounge bar
7.35
26 October
Rose Room Drink
26 October
Rose Room Wine
11.25
26 October
Rose Room Dinner
3.50
26 October
Dinner Bed & Bfas
116.00
26 October
Newspapers: Paid O
.30
27 October
Dinner Bed & Bfas
116.00
27 October
Rose Room Wine
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3.90
12.50 273.45
a. How many people were staying?

b. What was the room number?
c. How many nights did they stay?
d. What was the daily room rate, and what did this include?
e. What was not included in the room rate?
f. What extras did they buy?
g. How did they pay?
LANGUAGE STUDY: Using numbers
Look at the way numbers and figures are used. Compare the spoken form with the written form on the
right.
Thatll be thirty-seven dollars twenty
($37.20)
Room four oh eight.
(408)
Two hundred divided by one point four equals one

(200 1.4 = $142.86)
hundred and forty-two dollars eighty-six.

less two dollars commission comes to one
hundred and forty dollars eighty-six cents.
(- $2.00 = $140.86)
Match these figures with the spoken sentences which follow.

1. $2.50
2. $2,216
3. $1.00 = C$ 19.99
4. $24 + 15% service = $27.60
5. $100 bill
6. Room 504: $273.45
7. 4 x $4.25 = $17
8. $100 10% = $90
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a. We are currently exchanging at nineteen Cordobas ninety nine to the dollar.

b. The total charge for the group is two thousand, two hundred and sixteen dollars.
c. I gave you a hundred-dollar bill!
d. That will be two dollars fifty, please.
e. One hundred dollars less ten per cent commission makes ninety dollars.
f. Four times four dollars twenty-five is seventeen dollars in all.
g. The bill for room five oh four comes to two hundred and seventy-three pounds forty-five (cents).
h. Twenty-four dollars plus fifteen per cent service equals twenty-seven dollars sixty.
Read these amounts to a partner and get them to make the final calculation.
a. $2.50 + $4.15 =
b. 10% of $150 =
c. 5 x $14 =
d. $206 + $2,314=
e. $16.95 x 2 =
f. $1000 10%=
g. $60 + 15% =
h. $4,396 + 3,221=
Make up some on your own and read them to your partner.
SPEAKING:
Here is a list of precautions that reception and sales staff should take when dealing with different methods
of payment. Which method of payment should they be used with? Discuss with a partner.
a. check expiry date
b. compare signatures
c. watch client sign
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d. write number on back

e. take imprint of card
f. hold up to light and examine
g. ask for passport or other identification
h. phone clients bank
VOCABULARY PRACTICE:
Complete the text using the following words:
check out, deposit, in advance, sales outlet, settle a bill, voucher
Guest accounting
Hotels operate complex systems of guest accounting. Rooms are not usually paid for __________________.
It is normal for guests to __________________ only when they __________________ of the hotel although
usually a ________________ or credit card number of hotel services during his/her stay, for example, drinks
in thee bar, room service, and so on. These are either paid for at the time or added to the guests final
bill (in which case the ____________________ must issue a signed ___________________ to the accounts
department).
Verbos en participio pasado para describir cambios

Past participles to describe changes
BASE FORM
PAST PARTICIPLE
cancel
do
Cancelled
Done
speak
spoken
make
made
prefer
Preferred
report
reported
include
send
tell
included
sent
told
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We use the past participle of a verb to talked about a change we

have made.
Your reservation has been cancelled, as requested.
ORAL PRACTICE:
Work with a partner. Make sentences with the following cues, to report a change. Use the past participle
of the given verb.
1. your letter / translate
2. the shower / repair
3. tax / include
4. your reservation / postpone
5. your dress / wash
6. your luggage / pick up

7. your plane ticket / buy
8. your room / clean
9. the meal / charge / to your bill
10. the pictures / take
11. a taxi / call
12. the phone call / make
13. the fax / send
14. the bed / make
15. your room / change
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Clusulas Adjetivas
Adjective Clauses.
LANGUAGE FOCUS: DEFINING RELATIVE CLAUSES
We can use relative pronouns to explain the meaning of foreign words or we give more information
about something.

We have two kinds of breakfast which are English and continental.

Defining relative clauses say which particular noun is being discussed.
Defining pronouns include WHICH, THAT, WHO, WHOSE, WHEN, WHERE.
Defining relative clauses do not use commas.
ADJECTIVE CLAUSES
Adjective clauses give information about nouns or pronouns
I thank the woman who helped me.

I thank the woman that helped me.
The book which is on the table is mine
The man whom I saw was Mr. Jones.
I know the man whose bicycle was stolen.
The building where he lives is very old.
Ill never forget the day I met you.
In adjective clauses, use:
Who = for people
That = for both people and things.
Which = for things.
Whom = for people
Whose = to modify people and things.
Where = to modify a place.
When = to modify a noun of time.
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ORAL PRACTICE:
Combine the two sentences. Use the second sentence as an adjective clause.
Example:

I saw the man. He closed the door.
I saw the man who closed the door. Or I saw the man that closed the door.
1. The new receptionist is happy. He made a reservation.

2. The boy is from China. He sat next to me.
3. The taxi driver was friendly. He took me to the airport.
4. The book was good. I read it.
5. The people were very nice. We visited them yesterday.
6. The tour was exciting. I went to it.
7. The man was very kind. I talked to him yesterday.

8. I must thank the people. I got a present from them.
9. The picture was beautiful. She was looking at it.
10. The man is standing over there. I was telling you about him.
GRAMMAR PRACTICE:
Answer the questions by using a relative clause in your response.
Example: You read a book. Was it interesting?
Response: Yes, the book I read was interesting.
1. You drank some tea. Did it taste good?
2. You are sitting on a chair. Is it comfortable?
3. You talked to the traveled agent. Did she answer your questions?
4. You bought a coat. Did it keep you warm?
5. You went to a soccer game. Was it exciting?
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6. You eat at a cafeteria. Does it have good food?

7. You are wearing boots. Are they comfortable?
8. You saw a movie last night. Was it good?
9. You stayed at a hotel. Was it in the middle of the city?
10. You spent your vacations in Corn Island. Did you like the place?
PRACTICE:
Read the conversation. Then complete the last part of the conversation, based on the information. Use
adjective clauses.
A: Alex, let me show you around and introduce you to some people.
B: Great.
A: Alex, this is Judy Gonzalez. Shes our payroll assistant. She hands our paychecks every
two weeks. Judy, this is Alex Martinez. Hes going to be one of our tour guides.
C: Hi, Alex. Nice to meet you.
B: Hello, Judy. Nice to meet you, too.

A: And this is Roger Blanco. Hes my assistant. He prepares guides schedules. Roger,
this is Alex.
D: Oh, weve already met. Hi, Alex. How is it going?
B: So far so good.
A: And this room has VCRs and audiocassette recorders, maps, magazines and brochures.
Now do you have a better idea of this place?
B: Sure. Judy is the person ___________________________________________________.
Roger is the person ______________________________________________________.
And this is the room ______________________________________________________.
A: Youve got it
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ORAL PRACTICE:
Work with a partner; combine the two sentences into one sentence.
Example:
1. a. Do you know the people? b. They stay in room 201.
Do you know the people who stay in room 201?
2. a. The woman gave me some information.
b. I called her.
3. a. The police officer was friendly.
b. She gave me directions.
4. a. The waiter was friendly.
b. He served us dinner.
5. a. The people were very nice.
b. I met them at the party last night.
6. a. The people have three cars.
b. They live next to me.
7. a. The man talked a lot.
b. I met him on the plane.
8. a. The man talked a lot.
b. He sat next to me.
9. a. Three women walked into my office.
b. I didnt know them
10.a. I talked to the women.
b. They walked into my office.
GRAMMAR PRACTICE:
Complete the sentences in column A with the adjective clauses in column B. Consult your dictionary if
necessary.

COLUMN A
COLUMN B
1. A Bostonian is someone
a. who has trouble sleeping.
2. A pilot is a person
b. who seeks to overthrow the government.
3. A procrastinator is someone
c. who flies an airplane.
4. A botanist is a scientist
d. who studies weather phenomena
5. An insomniac is somebody
e. who lives in Boston.
6. A revolutionary is someone
f. who hates people.
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7. A misanthrope is a person
8. A meteorologist is a person

g. who always puts off doing things.

h. who knows a lot of about a little and a little
about a lot of
9. A jack-of-all-trades is someone
i. who has many skills.
10. An expert can be defined as a person
j. who studies plants.
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13
Unidad I:
Atencin a las demandas de los huespedes.

Utilizar el idioma Ingles para la atencin a las distintas demandas de los
huspedes durante su estancia en el hotel
Unidad I: Atencin a las demandas de los huspedes

Language to offer apology.
CONVERSATION:
GUEST:

RECEPTIONIST:
GUEST:

RECEPTIONIST:
Good evening. Can I help you?

Well. I hope you can. Im in room 607 and frankly is disgusting. Im extremely
annoyed.
Oh, dear. What exactly is the problem?
Everything. For a start, the room is ridiculously small. I specifically requested a large
room.
I see. Is there anything else?
GUEST:

Yes, there is! Its absolutely filthy. Yesterday, when I arrived, it was dirty, and its quite
obvious that it hasnt been cleaned for days the baths got dirty marks all over it and
theres dust everywhere.
RECEPTIONIST:

Well, thats strange: they should have cleaned it this morning and yesterday. Are you
sure?
GUEST:

Of course Im sure! I know dirt when I see it! And another thing: the sheets havent
been changed.
RECEPTIONIST:

Oh, dear. Ill send room service up with some clean sheets, and Ill make sure the room
is cleaned first thing tomorrow morning.
GUEST:

Tomorrow! Im afraid thats not good enough. I want it cleaned now, immediately, do
you hear?
RECEPTIONIST:

Well, Im terribly sorry, but thats not possible. The cleaning staff have all finished
now. You should have complained earlier.
GUEST:
What? This is totally unacceptable! If you cant clean my room then I want to move.
RECEPTIONIST:
Im awfully sorry, but were fully booked.
GUEST:
I dont believe this. I demand to see the manager.
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RECEPTIONIST:
WORD STUDY:
When a speaker wants to emphasize an adjective or make it stronger (especially during an emotional
exchange such as complaining and apologizing), it is common to use an intensifying adverb, e.g.
Im extremely sorry. However, not all combinations of adverb and adjective are possible.
Which adjectives can be used with which adverbs? Tick ( ) the appropriate boxes.
sorry
sure
Disappointed
annoyed
unacceptable
filthy
extremely
absolutely
Very
terribly
quite
Complete the following sentences with an appropriate adverb / adjective combination from the ones
above.
a. Im _______________ that I didnt make any international phone calls from my room.
b. We were ____________ with the hotel, considering that so many people had recommended it to us.
c. The standard of the food was terrible. It was _________ __________.
d. The swimming-pool obviously hadnt been cleaned for ages. It was __________ ____________.
e. Im ___that its so noisy. Unfortunately, its unavoidable because were having essential repairs done.
f. The chef is obviously a perfectionist. He gets _____ ____________ if the slightest thing goes wrong.
Vocabulary related to overbooking.

PROFESIONAL VOCABULARY
Early Arrivals. Guests who arrive for check-in one or more days in advance of their scheduled check-in
date. It is in the hotels best interest to accommodate early arrivals since they usually stay for several room
nights.
Out-Of-Inventory. Rooms are not always available for sale. Instead, they may be placed either out-ofinventory or out-of-order. A room placed out of inventory is not readily repairable and is never sold as-is. Outof-inventory (OOI) rooms usually have a major problem requiring a lengthy down-time (e.g. flooded, smokedamaged, in renovation, or converted into hotel office/storage space).
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Because of their lengthy downtime, out-of-inventory rooms are removed from the available inventory. As
a result, the denominator (rooms available for sale) in an occupancy calculation is reduced by the number of
out-of-inventory rooms. The result is that occupancy is artificially bolstered.
Overstays. Guests who remain in the hotel one or more days past their originally scheduled check-out
date.
Understays. Guests who depart the hotel one or more days before they are scheduled to check-out.
Walks. Hotels facing an overbooking situation may be forced to walk guests they cannot accommodate
in-house. Although walking the guest has a terrible anti-service ring to it, in reality it may be a fairly
positive experience. The hotel should be prepared for the guest, have management explain the predicament
and alternate accommodations, transport the guest directly to the other property, and resolve all billing
arrangements in advance. The next day, most properties return the guest to the original hotel.
SPEAKING
Work in pairs.
Student A:
You have organized a holiday for a group of twelve friends. You received a fax confirming room reservations
for your group at the hotel for two nights from Friday evening (standard rooms) but when you arrive you are
told that the hotel did not reserve your rooms. Decide what rooms your party needs (singles, twins or doubles)
and make sure that the hotel:
finds rooms for all your group.
Apologizes for the mistake
Upgrades at least some of the rooms.
Student B:
You are in charge of room allocation. A group of guests has just arrived unexpectedly. Look at the reservation
chart information below and deal with the situation.

Ask for proof and details of the booking.

Apologize for the mistake.
Explain what happened.
Find out how many people are in the party and what rooms they need.
Show sympathy and understanding of the guests complaint.
Allocate the cheapest available rooms you are expecting a fax confirming bookings for the superior rooms
so you want to keep them free.
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Out-Of-Order. A room placed out of order is generally repairable in a matter of minutes or hours (e.g.
broken television, noisy air-conditioner, or leaky faucet). Indeed in some cases, out-of-order rooms are sold
as-is with a slight nuisance discount to the guest. Out-of-order rooms are never sold if they pose a safety risk
to the guest. Because the problem is minor in nature, out-of-order rooms are not removed from inventory. As
a result, the numerator (rooms sold) and denominator (rooms available for sale) in an occupancy calculation
remain unchanged when accounting for OOO rooms.
Pronunciacin de Verbos y Sustantivos

Stress syllables for nouns and adjectives.
PRONUNCIATION: Stress and Meaning

Adjectives
Nouns
amusing
amusement
angry
anger
attractive
attraction
comfortable
comfort
decided
decision
elegant
elegance
financial
finance
long
length
luxurious
luxury
magnificent
magnificence
motivated
motivation
occupied
occupancy
operated
operation
spectacular
spectacle
surprising
surprise
wide
width
Practice with a partner reading the following sentences.

1. Last night I went to the amusement park.
2. I like Richard, hes very amusing.
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3. Rosa is angry because of the bus strike.

4. This is a luxurious and elegant hotel.
5. This view is magnificent and spectacular.
6. The news is very surprising.
7. The room is wide and comfortable.
Phrases to accept complain.
Expressions of Apology.
Im sorry to hear that.
We apologize for
Please accept our apologies for
Please be sure that we will
Your satisfaction is our priority.
We value your custom highly.
Thank you for bringing this matter to our attention.
I do apologize, sir / madam
Im (most) terribly sorry,
Match the complaints with the responses below.
1. Its disgusting, the sheets stained.
2. The shower curtain is torn in the bathroom.
3. Im afraid that the room is terribly dusty.
4. The fluorescent light is making a funny noise.
5. The window is stuck.
6. The faucets are dripping, I cant turn them off.
7. I did ask for a newspaper in my room.
8. The waste paper basket is full.
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a. Im terribly sorry about that. Ill have a clean one brought to your room.
b. I do apologize. Ill have it emptied for you.
c. Ill get it cleaned for you straightaway.
d. If you tell me which one you read Ill have it delivered.

e. Oh dear. Ill get someone to open it.
f. Ill have it changed by the electrician.
g. OK, Ill have them looked at by a plumber.
h. Is it? Im sorry; Ill get a new one fitted.
Professional practice: Dealing with complaints.
Match the phrases in the box with the advice below.
Im (very / terribly) sorry.
What seems to have happened is that
Theres been a misunderstanding.
Well look into the matter and
I suggest that we
Ill see to it straightaway.
I do apologize for the inconvenience.

Thank you for bringing the matter to my attention.
There seems to have been a problem / a mix up.
If the guest is angry go somewhere private.
Listen carefully to the complaint and dont interrupt or argue.
Thank the person for bringing the matter to your attention.
______________________________________________________

Speak normally without raising your voice.
Apologize for the inconvenience.
______________________________________________________
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Explained what happened.
______________________________________________________
______________________________________________________

Explain what action will be taken and how soon.
______________________________________________________
______________________________________________________
SPEAKING
Work in pairs. Student A you are a guest at a hotel. Look at the following problems and complain to reception.
Student B you are the receptionist. Deal with the guests complaints. Use expressions of apologies.
You lose your key and the replacement key is missing.
The service in the restaurant is very slow and the waiter doesnt speak English very well and brought the
wrong order.
There are no instructions on how to operate the TV set and the remote control is not working.
You booked a non-smoking room at the hotel and have been given a smoking room by mistake.
The room is noisy, the bath leaks and there are no towels in the bathroom.
You are unhappy because your meal was cold and your side salad had an insect in it.
Offering compensation:
Work in pairs. Hotels often give meal vouchers or room upgrades in response to complaints. What other
forms of compensation do hotels offer?
PRONUNCIATION
Word stress
How many syllables are there in each word? Mark the stressed syllable.
acceptable
apologize
unacceptable
compensation
inconvenience
misunderstanding
apology
mix-up
sympathetic
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______________________________________________________
Modales Can, Could y Causativos

Can / Could.
SPEAKING:
Work in pairs. Look at the pictures. What reasons for travel do they show? What other reasons for travel
can you think of?
What are the needs of these types of travelers? Think of the following:

transport
accommodation
catering
entertainment
Work in pairs. Discuss questions.

1. Who travels more frequently, a holidaymaker or a business person?
2. Is a business traveler more likely to use a scheduled or a charter flight?
3. What kind of hotel is a business traveler likely to stay in?
4. What forms of transport will a business traveler use?
5. Why are business travelers so important to travel agents, airlines and hotels?
VOCABULARY:
Work in pairs. Decide which hotel facilities these symbols represent.
Which facilities are important to hotel guests if they are on a business trip?

What other facilities are important to these people when choosing a hotel?
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READING:
Complete the text for the Forum Hotel with the following titles.
Meeting facilities
Accommodation
Facilities
Location
Dining
Leisure
________________________
_______________________
The Cacerola restaurant serves dishes of national and international cuisine.
Rooftop coffee shop, bar, grilled bar. Food for vegetarian and other special diets
available.
_______________________
The hotel offers twenty single, seventy double rooms and ten suites. All rooms are
equipped with satellite TV, direct dial telephone, air conditioning, minibar and room
service. There non-smoking rooms and rooms for disable persons.
______________________
The leisure facilities of the hotel include a sun terrace, indoor swimming pool, sauna,
massage, tennis courts, mini-golf and casino.
________________________
Our business center offers a full range of secretarial services. Currency exchange,
hairdresser, flower shop, newsstand, perfume counter, babysitting service, laundry
service, outdoor parking and hotel taxis. Pets are allowed.
________________________
At our guests disposal are four nice conference rooms and an exhibition area, which
are able to accommodate up to 400 people. We offer the highest quality conference
equipment.
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This elegant, modern hotel is conveniently situated on Flor Beach, offering the
magnificent view of the Colonial Church. And ideal location for sightseeing and for
visiting the local business, shopping and entertainment areas.
VOCABULARY:
Complete these sentences using the italicized words from the text
1. Some rooms are _________________________ modem sockets and fax machines.
2. The ______________________ restaurant has a fantastic view of the city.

3. The hotel _____________________ a professional interpretation and
4. There is a _____________________ of conference equipment.
5. The small conference room is ___________________________ a maximum of 100 delegates.
6. Vegetarian _____________________ are also available.
7. There are both _____________________ and ____________________ exhibition areas.
8. There is a business center __________________________ from 9 am to 5 pm.
SPEAKING:
Recommending places to visit.
Work in pairs. Find out which three places your partner would like to visit in your country and why.
LANGUAGE FOCUS: MODAL VERBS CAN, COULD, AND MIGTH

We use can for possible options or simple facts.
If you want to visit, you can go to Granada.
We use can / could for suggestions.
You can / could have a delicious vigoron in the central park.
We can also use might for recommendations.
You might want to take pictures of the old buildings.
We use an infinitive after modal verbs but without to.
You can / could hire a boat and travel around the islets.
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LANGUAGE PRACTICE: Recommending and Making suggestions.

Match the sentences halves.
1. ___ You can get
2. ___ You could go by
3. ___ You can also change money
4. ___ You can also take

5. ___ You might want to change money
6. ___ You can purchase the concert tickets
7. ___ You might want to travel
8. ___ You might not want to travel
a. by bus to Bluefield because its cheaper.
b. in the bank its safer.
c. take the bus in the old train station.
d. by public transportation it is often dangerous.
e. plane because its faster than bus or car.
f. on the street with the Coyotes.
g. At the entrance.
h. Masaya from any Nicaraguan city or town.
SPEAKING:
Role play Activity.
Student A:
You are a receptionist at a hotel in your country. Suggest some places to the guest.
Student B:
You are a tourist in Nicaragua. You would like to go out this evening but you also want to go to the hotel
early because tomorrow your coach tour leaves at 7 a.m. Ask the receptionist to recommend some places. You
are interesting in these activities:

Movies
theater
cafs
eating something
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11
WORD STRESS:
How many syllables are there in these words? Which ones are stressed?
1. conference
2. business
3. facilities
4. accommodate
5. traveler
6. equipped
7. equipment
8. comfortable
9. convenient
10. twentieth
ORAL PRACTICE
Reply to each situation with a possibility. Use can or could.
1. I want to cash a check.
2. I am really hungry.
3. I have a stomachache.
4. I need to buy a suit.
5. I am going to a party and I dont know what to take.
6. I need to send this letter.
7. I have a terrible headache.
8. I want to visit a famous beach.
9. I want to go surfing.
10. I want to eat national food.
11. I want to buy some handcraft.
12. I want to go swimming.
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Causative Verbs.
CONVERSATION
GUEST:

Oh, hello, this is Mrs. Wallstein here from room 202. I have a suit that needs
dry-cleaning. Is it possible to have it done at the hotel?
RECEPTIONIST: Certainly madam, just give it to the chambermaid tomorrow morning before nine

oclock and then well have it ready for you in the evening.
GUEST:
Great. Is it possible to get my hair done tomorrow before, say, eight thirty?
RECEPTIONIST: Im sorry madam, but the hair salon doesnt open until 9 a.m.
GRAMMAR PRACTICE:
LANGUAGE FOCUS: HAVE / GET / MAKE SOMETHING DONE

This structure is used to refer to actions done for someone by someone else.
Is it possible to have some sandwiches sent up to my room?
GET is a little more informal than HAVE.
I need to get it translated into English.
If we want to name the person who will do the action we use and infinitive.
Ill get the porter to carry your bags.
A hotel manager has identified a number of problems. Write what he needs to have / get done.
1. The hot tap in room 301 leak.
(fix) ____________________________________________________

____________________________________________________
2. Some of the light bulbs dont work.

(replace) ___________________________________________________

___________________________________________________
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RECEPTIONIST: Hello. Reception.
3. The carpet in the lobby has a stain.

(clean)
____________________________________________________
____________________________________________________
4. There arent enough towels in the bathroom.

(deliver)

___________________________________________________
___________________________________________________
5. The kitchen window doesnt shit properly.

(repair)
____________________________________________________
____________________________________________________
6. The wallpaper in the lounge are has faded.
(redecorate)
___________________________________________________
___________________________________________________
VOCABULARY
Use these words to describe the problems.
stained
freezing
torn
dripping
missing
stuck
working
sags
1. The bed ___________________________.

2. The pillowcase is ____________________.
3. The shower curtain is ________________.
4. The remote control isnt _______________.
5. The tap is ________________.
6. One of the bedside lamps is ___________________.
7. The window is ________________ and I cant open it.
8. Its _________________ and the radiator is supposed to be on.
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MORE GRAMMAR PRACTICE:

Complete the sentences with verb phrases.
1. I got the receptionist ____________________________________________________.
2. Before I left on my trip, I had the travel agent ________________________________.
3. We finally got the housekeeper ___________________________________________.

4. When I am at work, my boss wouldnt let me ________________________________.
5. When Im at the restaurant, I sometimes have the waiter _______________________.
6. Im more willing to help you ______________________________________________.
7. Travel agents sometimes have tourists _____________________________________.
8. Traveling alone, always makes me ________________________________________.
Atencin a quejas de los huspedes

Responding to complaints.
Look at this example of responding to a complaint.

Complaint
This room is filthy
Apology
Action
Im terribly sorry
Ill send someone up to clean it immediately.
Now respond to the following complaints in a similar way.
Complaint
a. This soup is disgusting.
Apology
Action
b. Im sorry to trouble you, but I dont seem to have any

towels.
c. Its really noisy. Cant you do something about it?
d. The central heatings not working.
e. Look. Our sheets havent been changed.
f. Sorry, but I ordered tea, not coffee.

g. I cant seem to get the shower to work.
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15
SPEAKING:
In groups, discuss how you would handle the following people complaining in your hotel:
a. A drunk customer in the hotel restaurant complaining loudly about the slow service.
b. A guest who cant speak your language very well, complaining about the size of his / her room (you
think).
c. An extremely rude and angry guest complaining about his / her bill when checking out.
d. A dinner guest, who is part of a large an important wedding party, complaining about the quality of the
food.
e. An elderly gentleman complaining about how many stairs he has to walk up to get to his room.
f. A foreign visitor to your country complaining about the weather.
g. Compare your opinions with other groups.
Write down three or four similar descriptions of complaints. Pass them to another group to discuss how
they would handle them. See if you agree.
Very / Too.
CONVERSATION:
Receptionist:
Are you checking out now, sir?
Guest:
Yes, thats right. Room 407.
Receptionist:
Heres your bill, Mr. Collins. How would you like to pay?
Guest:

Hold on a minute, this cant be right. It says here $1020.00. I think theres been a
mistake. Ive been overcharged.
Receptionist:

Ill just check that for you. The total includes room service which you order on the
evening of the eighteen. It was chicken sandwich and a pot of coffee.
Guest:
Yes, thats right.
Receptionist:
This amount here is for the drinks you had from the minibar in your room.
Guest:
Yes, yes, but whats this $704 for?
Receptionist:

Thats the tax, which we have to charge. Its explained in the hotel information pack
in your room.
Guest:

Well, what about this amount for phone calls? I dont remember making any
phone calls.
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Receptionist:

Ill just check our records. It says here there was a phone call to the United States
yesterday evening.
Guest:

Oh yes, thats right I call my wife. But I was only on the phone for a couple of
minutes I cant believe it. Its too expensive.
LANGUAGE FOCU: VERY / TOO.

VERY and TOO come in front of adjectives.
They do not have the same meaning. Very means that something is difficult but possible
and Too means that something is impossible.
TOO + ADJECTIVE
Its too dangerous to go out at night.
VERY + ADJECTIVE
A suite is very expensive.
GRAMMAR PRACTICE:
Answer the questions in the negative using TOO and the words in brackets.
Ex: Can you read those numbers on the screen? (small)

No, theyre too small.
1. Are you going to use this projector? (noisy)

_____________________________________________________________
2. Are you going to hire the large conference room? (expensive)
_____________________________________________________________
3. Can you hear what he is saying? (far away)
_____________________________________________________________
4. Are you going to carry your luggage by yourself? (heavy)
_____________________________________________________________
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17
5. Would you like to have lunch in the restaurant? (crowded)

_____________________________________________________________
6. Are you going to send the present by post? (fragile)
_____________________________________________________________
SPEAKING:
In pairs, A and B, act out the dialog between a receptionist and a guest who is checking out.
Student A
You are a receptionist. Youve been warned about this guest before he/she has caused problems at a lot of
places in the hotel. Be prepared to explain some of the items, but you are sure the bill is correct the phone
system, for example, is automatic and cannot make mistakes. Dont forget to ask how the guest is going to
pay. Be polite!
Student B
You are the guest. You are not happy with this bill so you want query some of the items. For example, you
didnt use the telephone and you only ordered a sandwich from room service. How do you want to pay?
Start the dialog like this:
Receptionist:
Good morning. How can I help you?
Guest:
Id like to check out, please.
Receptionist:
Certainly. What room are you in?
Guest:
ORAL PRACTICE
Join the two sentences to make one.
1. Its very expensive. I cant afford it.
2. Its very sweet. I cant drink it.
3. Its very far. I cant walk there.
4. Its very quiet. I cant here.
5. Its very heavy. I cant carry it.
18
Ingls II
6. Its very high. I cant touch it.

7. I cant stay here. Its very cold.
SPEAKING:
Look at the picture and say as much as you can about the problems in the hotel room. Use VERY / TOO.
Ingls II
19
Frases de palabras de transicin
Time makers and transitions words.
When using Transitional words; be certain you understand their meanings before
you use them. Often, there exists a slight, but significant, difference between two
apparently similar words. Also remember that while transitions describe relationships
between ideas, they do not automatically create relationships between ideas for
your reader. Use transitions with enough context in a sentence or paragraph to
make the relationships clear
Using transitional words and phrases helps papers read more smoothly.
They provide logical organization and understandability and improve the connections and transitions
between thoughts.
A coherent paper allows the reader to flow from the first supporting point to the last. Transitions indicate
relations, whether within a sentence, paragraph, or paper. This list illustrates relationships between ideas,
followed by words and phrases that can connect them.
Addition:
also, again, as well as, besides, coupled
with, furthermore, in addition, likewise,
moreover, similarly.
Consequence:
accordingly, as a result, consequently,
for this reason, for this purpose, hence,
otherwise, so then, subsequently, therefore,
thus, thereupon, wherefore.
Generalizing:
as a rule, as usual, for the most part,
generally, generally speaking, ordinarily,
usually.
Generalizing:
as a rule, as usual, for the most part,
generally, generally speaking, ordinarily,
usually.
20
Ingls II
Illustration:
for example, for instance, for one thing, as
an illustration, illustrated with, as an
Emphasis
above all, chiefly, with attention to,
especially, particularly, singularly.
Similarity:
comparatively,
coupled
with,
correspondingly, identically, likewise,
Exception:
aside from, barring, besides, except,
excepting, excluding, exclusive of, other
than, outside of, save.
Restatement:
in essence, in other words, namely, that is,
that is to say, in short, in brief, to put it
differently.
Contrast and Comparison:

contrast, by the same token, conversely,
instead, likewise, on one hand, on the other
hand, on the contrary, rather, similarly,
yet, but, however, still, nevertheless, in
contrast.
Sequence:
at first, first of all, to begin with, in the
first place, at the same time, for now, for
the time being, the next step, in time,
in turn, later on, meanwhile, next, then,
soon, the meantime, later, while, earlier,
simultaneously, afterward, in conclusion,
with this in mind.
Summarizing:
after all, all in all, all things considered, briefly, by and large, in any case, in any
event, in brief, in conclusion, on the whole, in short, in summary, in the final
analysis, in the long run, on balance, to sum up, to summarize, finally.
Ingls II
21
Exemplifying:
chiefly, especially, for instance, in particular,
markedly, namely, particularly
Select the correct connector to fill in the blank.

1. ____ my computer froze, I had to restart it.
a. Since
b. Because
c. Consequently
d. For
2. I couldnt get it to start again, _______ the battery was dead.

a. so
b. for
c. because of
d. because
3. I had left it on all day; ______________, it was dead.

a. consequently b. because
c. so that
d. therefore
4. ______ I needed to work, I had to go find the power cord.

a. For
b. Since
c. Due to
d. Therefore
5. I had a splitting headache today. It got ______ bad that I had to take a tablet.
a. such
b. therefore
c. so much
d. so
6. ________ technology is advancing, we will have to spend more time keeping up.
a. Now that
b. Since
c. Because
d. In as much as
7. People choose Apple computers _________ their ease of use.

a. because b. due to
c. due to the fact that
d. because of
8. Other people prefer to use PCs _______ they are more universally used.
d. because of
9. Other people prefer to use PCs __________ they are more universally used.
d. because of
10. Why did Jack buy an iMac? He bought one _____ he could easily access the Internet.
a. so
b. so that
c. due to
d. for
11. He had lots of free time, ________ he spent it surfing the Internet.
a. so
22
b. so that
c. for that reason,
Ingls II
d. since
12. The team havent been playing too well. ......, they are expected to win this afternoon.
a. Nevertheless
b. In contrast
c. On the contrary
13. ........ in nearly every country in the world they drive on the right, in England they insist on driving on
the left.
a. On the contrary
b. In contrast c. Although
14. ........ to the north, which will remain warm and sunny, the south will become cloudy
during the early morning.
a. On the contrary
b. In contrast c. Although
15. He couldnt get the machine to work ........ following the instructions carefully.
a. despite
b. however
c. while
16. Im not tired at all. ........, Im feeling full of energy.

a. However
b. In contrast
c. On the contrary
17. ........ the computer had recently been repaired, it still kept crashing.
a. Although b. Whereas
c. In spite of
18. I know we agreed to raise the issue at the next meeting ........ we simply wont have
the time to discuss it.
a. although
b. whereas
c. but
19. The man was arrested ........ claiming to have been nowhere near the scene of the
crime.
a. whereas
b. in spite of
c. while
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23
Voz Pasiva
Passive Voice.
CONVERSATION:
RECEPTIONIST:
Good morning, madam. How can I help you?
GUEST:
Id like to check out, please.
RECEPTIONIST:
Certainly, madam. Ill get your bill. What room are you in?
GUEST:
702.
RECEPTIONIST:
Here you are, madam. Would you just like to check it through?
GUEST:
Yes Can you tell me what this item is for?
RECEPTIONIST:
That was the morning papers you had.
GUEST:
But I dont think I ordered any papers.
RECEPTIONIST:

Didnt you? Id better check the voucher Youre quite right. Those papers were sent
to 703. Im very sorry about that, madam.
GUEST:

Thats quite all right. Actually theres another thing, I didnt order anything from room
service either. Do you think theres some mistake?
Oh, look! Ive been given the wrong bill this is room 703 not 702!
RECEPTIONIST:
Im awfully sorry.
GUEST:
Thats all right. I thought it was a bit odd.
RECEPTIONIST:
Here you are Miss Smith, isnt it?
GUEST:

Yes. Ah, that looks better. Everything seems to be fine. Oh, theres just one last thing.
I wasnt sure about services charges in the restaurant.

Are they included?
RECEPTIONIST:
Yes, madam.
GUEST:
Good I thought so.
24
Ingls II
how would you like to pay?
GUEST:
Do you accept Visa?
RECEPTIONIST:
Of course. If I could just have your card.
GUEST:
Here you are.
RECEPTIONIST:
Thank you. .. Thats fine. I hope you have a pleasant journey.
GUEST:
Thank you. Goodbye.
RECEPTIONIST:
GRAMMAR FOCUS: PASSIVE VOICE.

BE + PAST PARTICIPLE
a. The chambermaid made the bed. (Active)
b. The bed was made by the chambermaid. (Passive)
In the PASSIVE, the object of an active verb becomes the subject of the passive verb: the
chambermaid in (a) becomes the subject of the passive verb in (b).
The Passive

a.

b.

c.
Simple Present
Present
Continuous
Present Perfect
Simple Past
Past Continuous
Past Perfect
Simple Future
Be Going To
Future Perfect
is often used when:

the thing happening is more important than the person or thing doing it (the
agent).
The agent is unknown or unnecessary.
A more formal style is required.
Active
The maid cleans the room.
The maid is cleaning the room.
Passive
The room is cleaned by the maid.
The room is being cleaned by the maid.
The maid has cleaned the room.

The maid cleaned the room.
The maid was cleaning the room.
The maid had cleaned the room.
The maid will clean the room.
The maid is going to clean the
room.
The maid will have cleaned the
room.
The
The
The
The
The
The
room
room
room
room
room
room
has been cleaned by the maid.

was cleaned by the maid.
was being cleaned by the maid.
had been cleaned by the maid.
will be cleaned by the maid.
is going to be cleaned by the maid.
The room will have been cleaned by the

maid.
Ingls II
25
GRAMMAR PRACTICE:
Transform these active sentences into passive sentences.
Example:
They are building an extension next year.

An extension is being built next year.
1. We add service charge to your bill.
2. The housekeeping department hasnt changed the sheets since last week.
3. They delivered the wrong newspaper to room 703.
4. Someone has stolen my passport!
5. As I turned round, turned round, the waiter was pouring the wine.
6. We expect guests to check out before twelve noon.
Match up these nouns and verbs and make sentences with the present perfect passive.
1. bed
a. dust
2. carpet
b. make
3. floor
c. clean
4. bin
d. vacuum
5. shelves
e. empty
6. wash basin
f. sweep
Ex: The bed hasnt been made.

Rewrite these sentences using the present simple passive of the verb.
Example: People make chocolate from cocoa beans.

Chocolate is made from cocoa beans
1. We request customers not to smoke.

_________________________________________________________________
26
Ingls II
2. They speak Creole English in the Atlantic Coast.

_________________________________________________________________
3. We include service in price.
_________________________________________________________________
4. Chinandega produce oranges.
_________________________________________________________________
5. We serve meals throughout the day.
_________________________________________________________________
6. In Masaya, people make hammocks.
_________________________________________________________________
7. People in Masatepe make furniture.
_________________________________________________________________
8. People in San Juan de Oriente make pottery.
_________________________________________________________________
9. In 1972 an earthquake damaged the shell of Santiago Cathedral.
_________________________________________________________________
10. They built a new cathedral in 1992.
_________________________________________________________________
Put the verbs in these sentences into the past passive.
1. The temple _______________________________ from local stone. (build)
2. The ruins ____________________________ in the 18th century. (discover)
3. Extensive excavations ____________________________ in the 1930s. (make)
4. The site _____________________ to tourists in 1948. (open)
5. The holiday ______________________ by bad weather. (spoil)
6. The flight ________________________ by three hours. (delay)
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27
SPEAKING:
Work in pairs. Use local tourist maps and brochures to prepare a talk on a tourist attraction of your choice
(e.g. a monument, building, industry, or craft). Use the passive where appropriate. Present your talk to
another pair, or the class.
PRONUNCIATION: The // and // sounds

Listen to the pronunciation of th in these words. Which words have the // sound (the) and which have
the // sound (think)?
1. this
2. thanks
3. thing
4. weather
5. thirty
6. clothes
7. fifth
8. there
Now practice the following words:
//
//
With
Thermal
The
They
Bath
Thanks
Think
Things
Thick
Three
Theft
Theory
Theatre
Thin
There
This
That
Their
Than
Either
Other
That
Then
Another
ORAL PRACTICE:
Work with a partner and answer to the complaints use the passive voice.
Ex: My room hasnt been cleaned.

The maids should have cleaned.
It should have been cleaned.
28
Ingls II
1. The sheets havent been changed.

2. The TV hasnt been fixed.
3. The shower hasnt been repaired.
4. My shoes havent been cleaned.

5. My wine hasnt been cleaned.
6. My luggage hasnt been brought in.
7. My laundry hasnt been returned.
8. The carpet is dirty.
9. The soap and towels havent been replaced.
10. The waste paper basket hasnt been emptied.
11. The hotel made a mistake with my telephone bill.
12. The waiter will serve breakfast and lunch.
13. The doorman would call a taxi for us.
14. The cook is preparing a delicious lobster.
15. The waiter served the soup.
16. She may have left her purse.
17. The manager offered me a raise.
18. My boss told me the news.
19. The cook will make the cake by 7.
20. The workers had repaired the air-conditioner.
Ingls II
29
SPEAKING:
Student A
You are the receptionist. You want to calm the guest down. Your tactics are:
a) to get the guest to say exactly what the problem is.

b) to buy time.
c) to offer something that is acceptable and possible.
Student B
You are the guest. You are extremely angry. Think about:
a) what exactly is wrong.
b) what you expected.
c) what you want to happen
GRAMMAR PRACTICE:
Choose the best answer.
1. The waste paper ____________ in my room needs emptying.
a.. box
b. bag
c. basket
d. can
2. Could you send someone up to my room? It _______________ been cleaned.

a. isnt
b. doesnt
c. havent
d. hasnt
3. Im sorry there are no towels in your room. I _______________ send someone up immediately.
a. must have
b. should have
c. will
d. would
4. If you want to sleep late, put the Do Not Disturb ___________ on the door.
a. sign
b. note
c. paper
d. letter
5. Im sorry you havent got your coffee. Ill send someone up straight ___________.
a. up
30
b. down
c. off
Ingls II
d. away
6. The sheets should have. ____________ Ill contact Housekeeping at once.

a. change
b. changed
c. be changed
d. been changed
7. Could you send someone up to look up to look at the bathroom? The toilet isnt _______________.
a. going
b. marching
c. doing
d. working
a. sound
b. noise
c. hearing
8. Im afraid I cant sleep in my room. The _____________ is awful.

d. disturbance
9. I will ask the maintenance people to _________________ to the broken light at once.
a. mend
b. fix
c. repair
d. see
10. I would like to speak ________________ someone about the mess in my room.
a. to
b. about
c. for
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d. by
31
Unidad I:
Informacin sobre Servicios
Usar comparativos para mostrar normas de cortesa y disposicin en la atencin al

cliente
Unidad I: Informacin sobre servicios

Comparaciones con AS...AS
Comparisons as as.
COMPARISONS WITH AS
Adjectives and adverbs
Use AS + adjective or adverb. + AS to talk about things that are equal in some way.
Jinotega is as cold as Matagalpa.
Use NOT AS + adjective or adverb + as to talk about things that are different in some way.
Lake Xolotlan is not as big as lake Cocibolca.
TIP
Just is often used in comparisons of equality.

The schools here are just as good as the schools in town.
COUNT NOUNS
Use as many + count noun + as to talk about things that are equal in some way.
There are as many problems in the country as there are in the city.
Use not as many + count nouns + as to talk about things that are different in some way.
This hotel doesnt have as many rooms as that hotel.
NOUN-COUNT NOUNS
Use as much + non-count + as to talk about things that are equal in some way.
The drive took as much time as we expected.
SPEAKING
Work with a partner. Partner A is in favor of country living. Partner B is in favor of city living. Discuss the
advantages and disadvantages of each. Use comparisons with as. Here are some words you may want to use.
Example: A: The city isnt as quiet as the country. Thats a disadvantage of living in the city.

B: Thats true, but the country can be boring. Its never as exciting as the city.
SPEAKING
Prepare a short speech about a city of Nicaragua. Use AS AS; NOT AS AS; AS MANY AS; AS MUCH.
Ingls II
Servicio al Cliente
Use not as much + non-count + as to talk about things that are different in some way.
In town there isnt as much traffic as there is in the city.
AS.
GRAMMAR PRACTICE
Complete the statements by circling the correct option.
1. Teenage girls smoke almost ......... boys in many of the villages in West Java.
a. as good as
b. as long as
c. as soon as
d. as much as
2. I told my son that I would take him to the circus next week ......... he keeps his promise not to fight with
his sister.
a. as good as
b. as long as
c. as soon as
d. as much as
3. You need to go to the hospital ......... possible. An erratic heartbeat can be very dangerous.
a. as good as
b. as long as
c. as soon as
d. as much as
4. Oh no! I failed all my exams last week. Im ......... dead when my parents see my final report card.
a. as good as
b. as long as c. as soon as
d. as much as
5. I bet you dont love me ......... I love you. That would be impossible!
a. as good as
b. as long as c. as soon as d. as much as
6. I will accept your marriage proposal ......... you promise to love me and take care of me forever.
Servicio al Cliente
a. as good as
b. as long as c. as soon as
d. as much as
7. Rampant corruption in Indonesia will continue to happen ......... the government continues to deny that
the problem exists.
a. as good as
b. as long as
c. as soon as d. as much as
8. Many British housewives cannot understand why many British men love watching football twice .........
their women.
a. as good as
b. as long as
9. Many anti-war protesters think that the President of the United States should withdraw his troops from
Iraq ......... possible.
a. as good as
b. as long as
10. Many anti-war protesters think that the President of the United States should withdraw his troops from
Ingls II
Iraq ......... possible.

a. as good as
b. as long as
11. A wise man once said that a change is almost ......... a holiday.
a. as good as
b. as long as
Work with a partner and compare the following places. Use the comparative form asas. In affirmative or
negative statements, with count and non-count nouns, adjectives and adverbs. Say as much as you can from
those places. Talk about their geographical position, food, weather, tourist attractions, history, etc.
1. Masaya / Granada
2. Jinotega / Leon
3. Managua / Rivas
Servicio al Cliente
4. Selva Negra / Hilton Princess

5. Corn Island / San Juan del Sur.
6. Ometepe / Granada.
Ingls II
Unidad I:
Servicios en el hotel

Usar correctamente el tiempo condicional real presente.
Unidad I: Servicios en el Hotel

Condicional Real Presente
If Conditional (Real)
CONVERSATION
Guest:
Receptionist:

Good evening. My name is Williams I Have a reservation.

Good evening Mr. Williams. Yes, we Received your telex. A single room for two nights,
leaving on 22nd December, would you fill in the registration form? Ill get your key.
Guest:
Thank you.
Receptionist:
Here is your keycard. Your room number is 807. Would you like dinner? tonight?
Guest:
Perhaps later.
Receptionist:

Well, the hotel restaurant is open until 11:00 p.m. But if you want something to eat
later than that you just call room service.
Guest:
Good. Err Is Mr. Archer here yet?
Receptionist:
No sir. Not yet. Would you like to leave him a message?
Guest:
Yes, I think so. If he arrives you tell him to call me, please.
Receptionist:

Guest:
Certainly sir. Now the bellhop will show you up to your room. Have a pleasant stay,
sir.
Thank you.
GRAMMAR FOCUS: THE REAL CONDITIONAL

Look at this sentence about the future.
If you give me your name and credit card number, Ill hold the room for you.
You dont ask for a non-smoking room. You wont get one.
The simple present is used in the IF clause.
Either the simple present or the future is used in the result clause.
Ingls II
GRAMMAR PRACTICE:
Fill in the blanks these sentences with the conditional.
1. If you (book) ____________________ in advance, we (offer) _________________ a
discount.
2. If you (reserve) __________________ a mini-suite, Im sure you (be) _______________
more comfortable.
3. We (offer) ___________________ you a special rate if it (be) __________________ a
group booking.
4. If you (leave) ________________ me your fax number. I (fax) __________________ you
the information.
5. If you (not/explain) __________________ the value of the room rate, the guests (not /
upgraded) ___________________.
6. If you (book) ___________________ the guest into an executive suite, you (get)
_______________ a higher commission.
7. Guests (re-book) __________________ if a receptionist (tell) ______________ them
about special future events.
8. Corporate guests (not / book) ________________ if they (not / be offered)
________________ a special discount.
VOCABULARY: Checking in.
Match the words or phrases with their definitions. Use a dictionary to help you.
upgrade
a. fixed cost that does not change.
upsell
b. improve the category of something.
guest registration
c. check in.
available
d. worth or price of something.
Ingls II
availability
e. special price offered to businesses.
corporate rate
f. free or vacant.
value
g. number of rooms that are free.
flat charge
h. convince a client to purchase an upgraded service.
READING:
Read the text below and answer the questions.
1. What happens if the best rooms in a hotel are vacant?
2. Why do guests not know that better rooms are vacant?
3. Why do guests sometimes need a better type of room?
4. How can you convince a guest to book a better room at check in?
5. Whats another way of describing a reduced price for companies?
UPSELLING AT REGISTRATION
If the best rooms in a hotel are not often reserved, it is not
good practice. The hotel loses money if it sells the standard
rooms and the best rooms are vacant.
The registration process is an excellent opportunity for
upselling better accommodation because:
Guest may not know that other rooms are available,
especially when the reservation was made by a travel agent
or secretary.
the upgraded accommodation.
Reservations agents do not always mention the availability

of better rooms, or they havent given a good description of
Guests sometimes think about an upgraded room at check-in.

Check in. Business travelers might need more work space, e.g. a
mini-suite for a meeting if there is a change in their business plans.
Travelers will sometimes upgrade accommodation if they are tired
after a long journey.
Ingls II
Here are some ideas for upselling:

Find out whether the guests know of available upgrades.
Are you familiar with our executive suites?
Present the availability of upgrades as a unique opportunity.
Were offering a special rate for first time guests with our executive suites.
For only $25 more, I can offer you one of our executive suites.
Mention higher rates to show lower rates a good value for money.
These rooms are usually $150, but because of [special circumstances] I can offer you a corporate rate of
$100.
Complete the paragraph below with the correct form of the verbs in brackets.
An upgrade should be reasonable value.
Hotels usually offer special discounts for companies or groups for the least expensive rooms. Better
accommodation, such as a mini-suite or executive room, is offered at higher rates. However, the extra cost is
not always justified.
For example, if the rate for a regular room (be) ___________________________ $100, and an executive
room (cost) ________________________ $135, the guest (pay) ________________________ an extra $35. But
when a special corporate of $79 (be offered) ________________________ for the regular room, the guest
(have) __________________ to pay an additional $56 for the executive room, which might not be good value.
Many hotels now implement a flat charge system for selling upgrades. So if it (be)
______________________________ a good value for the guest, and the hotel (also / benefit)
______________________________.
Use the article to make conditional sentences.
If we

upsell at registration If we upsell at registration, guest will upgrade rooms.
guest upgrade rooms
guest be happier
guests re-book
the hotel make more money
staff earn commission
_________________________________________

_________________________________________
_________________________________________
___________________________________
________________________________________
Ingls II
SPEAKING
Role-play. Work in Pairs. Student A, you are the receptionist at the Paradise Hotel. Student B, you are a
guest.
Student A:
Student B:
You are checking in at the Paradise Hotel.
You are a first time guest. You are unhappy with your room and would like a better room. You dont mind
paying a little extra.
You are a business traveler. Your secretary booked a standard room. Your business plans have changed and
now you need to have meetings at the hotel.
You are a repeat guest. You booked a standard room last time you stayed, but today you have had a very
long journey.
PRONUNCIATION: Polite Intonation.
Listen to how the voice goes up
and down
polite. Then practice saying the sentences.
in these questions to make them sound enthusiastic and
Are you planning to visit Nicaragua, again, madam?

Do you know theres a festival on in May, madam?
Do you know when youre traveling?
Would you like me to book you a room now?
Shall I book you into a suite on your next visit?
Did you know we offer special rates to companies?
Have you seen our weekend offer?
Ingls II
You are a receptionist at the Paradise Hotel. Deal with the hotel guests at registration
Offer to upgrade the guests room.
Offer the business traveler a mini-suite which has space for meetings or a meetings room in the conference
center.
Welcome the guest. They have stayed at the Paradise Hotel in the past. Today they look especially tired.
Offer to upgrade their room.
SPEAKING:
Work in Pairs, Role play a check out situation. Student A: You are a guest. Student B you are a hotel
receptionist. Use these tips, remember to upsell at check out and try to re-book the guest.
Student B
Check out the guest. Make sure you mention any additional charges.
Tell the guest about any future festivals or events and try to re book them to an upgraded room. If they
book a mini suite, you will get higher commission.
Say goodbye to the guest in a polite and friendly way.
Student A:
Ask for the bill. Check that the bill is correct.
Listen to the information the front desk clerk tells you. Decide whether or not you want to re book. If
you book a better room, you will have to justify the extra cost to your company.
Ask the receptionist to send any useful information to your secretary.
Problems with a bill.
Complete the check out dialog with these phrases.
have a good journey
would you like to sign
is everything else all right
that was the international
how would you like to pay
thats the registration fee
heres your bill
I think youll find its correct
shall I send you

Reception : ______________________________, madam.
Guest
: Wait a minute. I think theres been a mistake.
Reception : Ill just check it for you __________________. The total includes room service.
Guest
: But whats this fee?
Reception : ________________________ which is obligatory in Nicaragua.

Guest
: And what about this amount?
Reception : ________________________ phone call you made.

Guest
: Yes, but its so expensive!
Ingls II
Reception : Well, we do have a satellite line. __________________________________?

Guest
: Yes, I think so.
Reception : _________________________, madam.

Guest
: Credit card, please.
Guest
Reception : ________________________ here? Are you planning to visit our city again?
: Im not sure, it depends on work.
Reception : ________________________ our updated brochure in the new year?

Guest
: Yes, OK. Heres my address.
Reception : I hope you enjoyed your stay. ________________________ home.

Guest
: Thank you. Goodbye.
PRONUNCIATION : The // /:/ and /ei/ sounds.

Which underlined sound is the odd one out?
plan
train
travel
attached
pay
rate
upgrade
cash
registration
plane
fax
same
card
charge
dollar
large
exchange
paid
flat
obtain
value
rate
address
passenger
tax
stay
bank
traveler
Now practice saying the following expressions.

1. Could you fill in the registration form, please?
2. The plane leaves at seven thirty in the morning.
3. May I have your address?
4. Sorry, we dont accept travelers check.
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5. Shall I charge it to your room?

6. The banks open at eight-thirty.
7. When are you planning to travel?
8. The double rooms in our hotel are spacious and the rate is low.
Condicional Modales
Conditional May / Can
CONVERSATION
Mr. Jones:
Good afternoon.
Receptionist:
Good afternoon, Mr. Jones. May I help you?
Mr. Jones:

Look, this is my last weekend here so I want to have a wonderful weekend. Would you
recommend some famous places?
Receptionist:

Of course. Err, you could go to Ometepe Island, if you go there, youll have a
wonderful time. If you go to Moyogalpa, you can go swimming at Santo
Domingo Beach. If you visit Maderas Volcano, you can go hiking.
Mr. Jones:
How far is it?
Receptionist:
Well, its about three hours from here.
Mr. Jones:
Oh! Thats a little far from the capital.
Receptionist:
So you want to go to a nearer place. You could go to Masaya, then,
Mr. Jones:
Masaya?
Receptionist:

Yes, a very national place. If you go to Masaya, you should visit Masayas handicraft
market. You can buy some souvenirs and take them to your country.
Mr. Jones:
Well, its interesting, but What else can I do in Masaya?
Receptionist:
You might go to Masaya Volcano National Park.
Mr. Jones:
Masaya Volcano? What will I see if I go there?
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Receptionist:

If you go there, youll see a variety of birds, and plants, as well as you can hike Masaya
volcano and walk through the crater.
Mr. Jones:
Oh, that sounds nice. So I think Im going to Masaya.
Receptionist:
Enjoy your trip Mr. Jones.
Mr. Jones:
Thank you very much; it has been nice of you.
GRAMMAR FOCUS: CONDITIONAL: MODALS

Look at this sentence about the future.
If you want a good comfort for yourself, you can stay in our hotel.
If I had enough time, I would go to Corn Island.
When a modal auxiliary is used in a condition sentence, it indicates uncertainly.
GRAMMAR PRACTICE:
Complete the sentences with the verbs in parentheses. Use an auxiliary verb in the result clause.
1.If you __________________ (want) a room with a view of the ocean, you _________________ (tell) the
desk clerk.
2. If they ________________ (reserve) two double rooms, they ____________________ (have) a discount.
3. If you ________________ (order) a taxi now, you ______________________ (have to) pay a booking fee.
4. If you _________________ (call) from reception, you __________________ (get) a taxi in about five
minutes.
5. The banks open at 8:30 a.m. But if you ______________________ (have) travelers checks, the cashier
_______________________ (change) them here at the hotel.
6. If the company offered me the job, I think I ______________ (take) it.
7. Im sure Liz will lend you some money. I would be very surprised if she ______________ (refuse).
8. Many people would be out of work if that factory ______________ (close) down.
9. If she sold her car, she ______________ (not / get) much money for it.
10. Theyre expecting us. They would be disappointed if we ______________ (not / come).
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11. Im sure she ______________ (understand) if you explained the situation to her.
READING: Where to stay
From luxury hotels to simple ones, Nicaragua offers a wide choice of accommodations. Reservations are
advised at all times, and especially in summer. Most hotels in Nicaragua can be reserved thru CentralAmerica.
Com by calling one of our travel advisors at 1-800-948-3770 or sending an email to Nicaragua@CentralAmerica.
Com
Camino Real Hotel
Km. Carretera Norte. tel. 505-255-5888
Camino Real Hotel in Managua has created an attractive atmosphere for
the business and tourism travelers. First class installations, personalized
attention, and a well-trained staff to meet the demands of todays corporate
guest and seasoned travelers.
Camino Real Hotel in Managua has created an attractive atmosphere for the business and tourism travelers.
First class installations, personalized attention, and a well-trained staff to meet the demands of todays
corporate guest and seasoned travelers.
Camino Real Nicaragua is operated by Imperial Hospitality Management Company, operating also Hotels
Princess in Guatemala, El Salvador, Honduras and Nicaragua. Conveniently located 2 minutes from the airport
and 10 minutes from the city. Free shuttle to and
from the airport available.
ACCOMMODATIONS:

116 Rooms, 4 Suites and Business Room

Wall to Wall carpeting
Cable and color T.V.
International direct dialing
Internet Access
Air Conditioning
Own power and purification plant
Room Service from 06:00 A.M. to 11:00 P.M
Crowne Plaza Hotel and Resort, Managua.
Crowne Plaza Hotel and Resort, Managua. Located into the Historic Center
of Managua and just a few minutes from the US Embassy and Government
Buildings, the perfect place to enjoy your trip to Nicaragua.
Los Continentes Restaurant in the Lobby area. Modern and informal. Its
specialty is Creole and international cuisine or just a snack.
10
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Royal Tepanyaki Restaurant in the Lobby area. Modern and

informal. Its specialty is Japanese cuisine. It is necessary to make
reservation.
- Ming Court Restaurant at the swimming pool area.
At Crowne Plaza, we understand the needs of meeting planners

and have developed these services, exclusively:
- 2 Hour Response Guarantee - Your initial inquiry returned within 2 hours - Crowne Meetings Director - A
certified meeting planner providing expert help - Daily Meeting Debrief
- A complete itemization of all accounting for each days expenditures. - 11 meeting rooms - max. 1,600
theatre style, 800 classrooms, 2,600 receptions, 1,320 banquets.
The Hotel Features:
140 Guest Rooms; 30 Suites; 64 Non-Smoking Rooms
16 Double-Bedded Rooms; 78 Single-Bedded Rooms
Downtown/City Center; 2002 Last Renovation Date
7 Floors; Cocktail Lounge; 3 Restaurants; Rental Car Desk: Hertz,
Dollar, Budget available in hotel.
All accommodations are designed with special care of the surrounding landscape and have spectacular
views of mountains and/or lagoons. Televisions and refrigerators may be available upon request.
The Selva Negra Mountain Resort has many Lodging Options to offer the visitor: Fourteen hotel style rooms
with front porches, nineteen bungalows of varying size, and four larger, slightly more modern chalets.
Hotel Style Rooms: Most of the rooms can easily accommodate up to four people. The average room contains
two single beds, one double bed, bathroom, and small front porch. The rooms are located in two separate
complexes. The Karen complex consists of 4 rooms. The Laguna (lagoon) complex consists of 20 rooms. Please
refer to the lodging map for the location of the complexes.
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11
Modern and informal. Its specialty is Taiwan cuisine. La Cita

Lobby Bar on the Ground floor. Entertainment.
Food in the Mountains

The Selva Negra Mountain Resort offers restaurant services
at a central building within easy access of all bungalows. It is
located on one of the resorts lagoons and offers a large deck
with a wonderful view of both the mountain and the lagoon.
At the restaurant you may choose from a wide variety of both
local and international foods, including authentic German
cuisine. Full bar services are also available where you will find
international as well as local liquors and beer. The restaurant
offers a buffet every Sunday from 12:00p.m. to 4:00p.m.
SPEAKING:
Work with a partner and say as much as you can about the hotels described above. Use the Conditional
structure when giving information.
GRAMMAR PRACTICE:
Complete the following conversations with a correct form of the conditionals.
1. A: How long __________ it ___________ us to get to Rivas? (take)
B: That depends on the traffic. If there (be) _________ no much traffic, it (not / take)
_____________ long.
A: What time will you leave your home?
B: If I (get up) __________________ on time, I (leave) __________________ by 8:00.
2. A: Are you going to come skiing with us next weekend?
B: If I (get) __________all my work done in time, I (go) _____________.
A: How much work do you have?
B: Right now, not too much. But if my boss (give) ______________ me more, I (have)
_______________ much.
3. A: Oh, no! its getting cloudy.
B: Well, I know we had plans to go to the beach, but I (not / go) __________________ if it
(not / be) _________________ sunny.
12
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A: Me neither. We (freeze) ______________________ to death at the beach if there (be)

___________________ no sun.
PRONUNCIATION: The /i/ and /i:/ sounds
Listen and repeat the following words to practice the sounds /i/ and /i:/.
belongings
/i/
morning
believe
smoking
this
ticket
with
sick
deal
free
leave
please
proceed
British
it
live
sit
rich
/i:/
reach
reasonable
seat
see
these
rid
Now practice saying the following sentences:

1. Our prices are reasonable.
2. Would you prefer a smoking or a non-smoking seat?
3. The receptionist is dealing with a difficult customer.
4. Can you give three tickets, please?
5. The guests are leaving the hotel.
6. The guest lives in British city.
SPEAKING:
Role-play with a partner being a hotel receptionist and a business traveler.
Receptionist:
You are the receptionist in a hotel in your own city / town. The hotel has a restaurant and a bar, but no
room service. You are at the reception desk when a guest arrives. Help the guest to check in and tell him / her
about the facilities. Use conditionals in your information.
Business traveler:
You are on a business trip. You want to check into the hotel. You are expecting a telephone call from an
important customer. What do you want the receptionist to do if the customer calls? Tell the receptionist that
you want a late dinner in the hotel tonight, and that you want an alarm call in the morning.
Ingls II
13

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El Turismo Nacional

Esta es una publicacin de la Escuela Nacional de Hotelera,

Compilacin y Adecuacin de Contenido:

Darzee Irazema Mendieta Reazco

Se permite la reproduccin total o parcial de la presente obra,

Con esta unidad el alumno desarrollar la capacidad de:

Unidad I: Solicitudes y Quejas

Reading must be seen as an acquired ability.

Skimming and Scanning

5. Notice any pictures, charts, or graphs.

5. The telephone directory:

1. What is this passage mainly about?

c. How to apologize to customers

b. How to make complaints

d. How to deal with customers complaints

2. According to the passage, summarize the steps to handle customer complaints.

Present Perfect Progresive

Reception. How may I help you?

Well, I sure hope so!

(stay) _________________________ since November 3rd.

_____________________________ half of it.

3. I (input) _____________________________ a few records in the computer because I

(only / answer) ______________________ the telephone.

4. I (drink) _____________________ coffee all day. I (drink) ______________________ eight cups.

___ A high level of security.

people who have just married

container for boiling water

sealed plastic or paper packs

belief for which there is no good reason

relaxing in the bath for a long time

fast, without delay

PRONUNCIATION: The / / and /s/ sounds.

Peticiones con los modales CAN y COULD

Good morning. I want to book a double room.

Could I have your name, sir?

Yes, sure. Stephen.

OK. Mr. Stephen. When would you like the reservation?

November 17th and 18th.

Well. Could you wait a minute, while I check availability?

address and telephone number, please?

a) May I please have your name?

Look at the way people in the restaurant asked for things:

Can you bring us a bottle of water, please?

Could you change mine, please?

Could we possibly order, please?

Do you think you could bring us the wine list?

Now ask similar questions using the verbs in brackets.

A: What would you like with to drink, sir?

B: Id like some hot sake, please.

A: And what would you like as an appetizer?

B: Id like the guacamole, please.

Put these words into the table.

Well, Im not quite sure what to have.

All right. Ill have that.

Almond soup, please.

Yes. A bottle of house white, please

Yes, thanks. Delicious.

Hazelnut gteau for me, I think.

Yes, thanks. That would be nice.

Listen and practice the // and /s/ sounds.

Practice saying the following sentences.

Its on the third floor next to the salon.

Good afternoon, Id like to make a booking for myself and my husband.

Could I have your name, please?

4. I (drink) _ coffee all day. I (drink) __ eight cups.