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Dealing with problems at a hotel – English Conversations in Hotels and Restaurants | ESL

English Express

10K views 3 years ago

Warm-up Questions

When you stay at a hotel, what problems can happen in a room?
Who do you usually call if something is broken or you need help in a hotel?
What information might the hotel staff ask you for when you report a problem?

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Dealing with problems at a hotel – English Conversations in Hotels and Restaurants | ESL

Reporting urgent and non-urgent problems (00:00 – 02:30)

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1. What problem does the guest in room 517 report?

The air conditioning doesn't work
There is no hot water
The heating won't turn on

2. What does reception do during the medical emergency call?

They ask the guest to come downstairs
They say they will call a doctor later
They dial 9-1-1 on another line

3. What solution is offered for the room that smells of tobacco?

Get a free breakfast
Open the window and wait
Change rooms and get help moving

Dealing with problems at a hotel – English Conversations in Hotels and Restaurants | ESL

Heating and hot water complaints (02:30 – 04:33)

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1. Why can't the staff turn on the heating?

The guest’s room key doesn’t work
The heating is broken only in that room
The heating is off in the whole building until October

2. What does the staff offer to the guest who is cold?

An extra blanket
A different hotel
A space heater

3. How soon does reception say the engineer will arrive for the hot water problem?

Tomorrow morning
Within two minutes
In about an hour

Dealing with problems at a hotel – English Conversations in Hotels and Restaurants | ESL

Internet options at the hotel (04:33 – 05:50)

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1. Why can’t the guest use the ethernet cable in the room?

Ethernet is not available in the hotel
The guest’s computer is wireless only
The cable is broken

2. What costs money in the computer lab?

Printing
Entering the lab
Using the computers

3. Where is the hotel’s wireless set up for guests?

Only inside the rooms
In the lobby
Only on the roof terrace

Dealing with problems at a hotel – English Conversations in Hotels and Restaurants | ESL

Transcript will load here…

1. What is the main purpose of the conversations in the video?

To teach how to book a flight
To explain hotel history and architecture
To practice reporting hotel problems and getting solutions

2. What information does reception often need first to help a guest?

The guest’s passport number
The guest’s favorite food
The guest’s room number

3. Which type of response is common from reception in the video?

They tell the guest to fix it themselves
They apologize and offer an action (send someone, change rooms, etc.)
They ignore the complaint

Discussion Questions

Discuss the ideas from this video

Dealing with problems at a hotel – English Conversations in Hotels and Restaurants | ESL

Which hotel problem in the video is the most serious? Why?
What polite phrases did guests use to ask for help? Which phrases do you want to use in real life?
Have you ever had a problem in a hotel (or another place like an apartment)? What did you do?
If you were reception staff, what else could you offer for the cold room or the no-hot-water problem?