Let’s talk about hotels and customer service.
1.) How important is customer service to you when you stay in a hotel?
2.) What makes for excellent customer service, in your opinion?
3.) Talk about a time that you received excellent customer service.
4.) Talk about a time that you received terrible customer service.
Vocabulary – Mini-dictionary
amenities – comodida/servicio
complimentary – elogioso
complementary – complementario/gratis
concierge – portero
housekeeping – servicio de limpieza
linens – ropa de cama
lobby – vestíbulo
lost and found – objetos perdidos
porter/bellboy – maletero
room-service – servicio a la habitación
toiletries – artículos de tocador
check in – chequearse
check out – dejar el hotel
turndown service – servicio diario de cobertura
Reading and Listening
The World’s Strangest Hotel Complaints – Breaking News English
Reading and Speaking
Politeness Quiz – Englishformyjob.com
Speaking
Role Plays
1.) A guest calls to reserve a specific room, but it isn’t available. The staff member tries to find a suitable arrangement that will satisfy the customer.
2.) A guest complaint: A customer calls, alleging that the housekeeping staff stole a valuable ring from her room.
3.) A wealthy, high maintenance customer didn’t tip. Two hotel staff members talk about him.
4.) A guest is very happy with the service, and offers a compliment to the manager.
