Welcoming guests
Ask for a guest’s passport politely.
Example: “May I see your passport, please?”
Apologize to a guest. Use the phrase: I'm afraid...
Example: "the room isn't ready"
Name: 1 breakfast item, 1 vegetable and 1 drink served at the bar
Examples: pancakes, carrot, beer
Describe one facility in your hotel using at least two adjectives.
Example : “Our rooftop pool is spacious and offers beautiful city views.”
Mention 3 special needs guests may have.
Examples: adjoining rooms, an extra child’s bed in the double room, children’s menus, a crib, food allergies.
What does a customer normally order at room temperature?
Wine or water
Name two uncountable nouns you might use at breakfast.
“Coffee” and “juice” (others: bread, milk, butter).
Mention 3 phrases you say when you check in a guest.
Examples: "'Can I have your passport, please?'' ''Could you fill in the registration form, please?'' ''Here's your key card.'' ''Can we offer you a drink?''
Explain how to connect to the hotel’s Wi-Fi.
Example: ''Select ‘Hilton Guest’ from the Wi-Fi list, then enter your room number and last name''
Ask 2 questions you could ask a customer at the restaurant.
Examples: Are you ready to order? / How would you like your steak? / Is everything all right with your meal? / Would you like to see the dessert menu?
Make a sentence using “yet” in a negative form.
Example: “Dinner hasn’t been served yet.”
Give directions from reception to the spa.
Example: “Go past ... turn left at the corridor, and the spa is ...."
Create a complete sentence that includes the following phrases: improve customer service, exceed expectations, basic needs
Example: "We want to improve customer service by meeting basic needs and exceeding expectations."
Mention one starter, one main course and one dessert
Cheese, Roasted chicken, Key lime pie
Make ONE sentence using the following verbs in the past form:
Greet, Offer, (not) confirm
Example: ''The receptionist greeted the guests, offered them a welcome drink, but didn’t confirm their dinner reservation''
Make a polite sentence recommending a restaurant to a guest.
Example: “I’d recommend trying ... , it’s only a five-minute walk and serves excellent Italian food.”
Give two alternative solutions for a guest whose flight is delayed but has already checked out.
Example: “You can relax in our lounge area, or we can arrange a late check-out for a small fee.”
Answer the customer’s question: What is "empanadas"?
Example: It is a sort of pastry filled with meat, cheese, or other ingredients
Rephrase this sentence: ‘Where is the fitness centre?’
Could you tell me...
...where the fitness centre is?