6. Receptionist toolbox: sound helpful
Change each short reply into a professional hotel phrase. Then compare with the example.
| Short reply | Professional version |
|---|---|
| What? | Could you repeat that, please? |
| Which bed? | Would you prefer one large bed or two separate beds? |
| I don't know. | Let me check that for you. |
| No Room C. | Room C is not available, but I can offer a suitable alternative. |
Pair challenge: close the right column and rebuild all four phrases from memory.
7. Build a short booking conversation
Put the lines in a logical order. Then change the words in bold for a different guest.
| Line | Dialogue |
|---|---|
| A | Yes, please. That sounds suitable. |
| B | Good afternoon. How may I help you? |
| C | We have a twin room with two separate beds. |
| D | I'd like to book a room for two friends. |
| E | Would you prefer one large bed or two separate beds? |
Order: ___ → ___ → ___ → ___ → ___
8. Hotel quality control: find the hidden mistake
Read four realistic mini-dialogues. In each one the receptionist sounds polite, but makes one professional mistake. Find it and rewrite one line.
Dialogue 1 ♿
Guest: I use a wheelchair. Do you have a suitable room?
Receptionist: Certainly. Our accessible room has a wide doorway, so it will be perfect for you.
Guest: Does the bathroom have a roll-in shower?
Receptionist: I believe so. I will reserve it now.
Dialogue 2 🛏️🛏️
Guest: My colleague and I need a room.
Receptionist: A double room is available. It also has a comfortable sofa.
Guest: We would rather have separate beds.
Receptionist: The sofa should be fine for one night.
Dialogue 3 👶
Guest: We are travelling with our little daughter.
Receptionist: Then Room B is the best choice. A cot will definitely be ready for you.
Guest: Thank you. She is three years old.
Receptionist: Wonderful. Shall I book the room?
Dialogue 4 💼
Guest: I have an online meeting. Is the room quiet, and is the Wi-Fi reliable?
Receptionist: Room D is on our quiet floor. You will not hear any noise there.
Guest: And the Wi-Fi?
Receptionist: The room has a very good desk.
9. Investigation sheet
Do not write “bad service”. Name the exact problem and give a better line.
| Dialogue | Your evidence |
|---|---|
| 1 ♿ | Mistake: __________ Better line: __________ |
| 2 🛏️🛏️ | Mistake: __________ Better line: __________ |
| 3 👶 | Mistake: __________ Better line: __________ |
| 4 💼 | Mistake: __________ Better line: __________ |
Useful language: The receptionist assumed ... / did not check ... / ignored ... / promised ...