PART A: ENGLISH FOR HOTEL STAFF

A.1. Hotel types and locations

Warm up:
* Discussion: Why we learn English for Hotel?
Working in the hotel industry you will come across many types of travellers. Some
will be business guests, others will be tourists and visitors. Many will speak a different
language other than your own. Chances are, plenty of your guests will speak English. Do
you know how to speak politely to a guest in English? Can you understand their requests
and serve them accordingly? Whether your job is to take reservations or clean the hotel
rooms, these pages can help you learn important words and expressions to use on the job
in the hotel industry.
A.1.1 Vocabulary:
List type of hotel
1. Motel /mou'tel/: (n) nhà nghỉ (dành cho khách vãng lai dọc đường cần chỗ nghỉ
tạm thời)
Eg. Motels cater to travelers seeking no-frills accommodations, often located near
highways or major roads for easy access and convenience.
2. Bed and breakfast /’bed ənd ‘brekfəst/: (B&B) điểm lưu trú nhỏ cung cấp chỗ ở
qua đêm và kèm theo phục vụ bữa ăn sáng
Eg. The charming B&B nestles in the countryside offered guests a cozy retreat with
homemade breakfasts and personalized hospitality.
3. Guesthouse /'ɡesthaʊs/: (n) Nhà khách
Eg. Guesthouses offer a cozy and welcoming alternative to traditional hotels, with
hosts often treating guests like family during their stay.
4. self-catering accommodation /self ˈkeɪtərɪŋ əkɒməˈdeɪʃn/: chỗ ở tự phục vụ
Eg. Self-catering accommodations offer guests the freedom to cook their meals,
making them popular choices for families and long-term travelers.
5. Chalet /ˈʃæleɪ/: (n) nhà gỗ (ở trên núi)
Eg. The chalet's traditional wooden architecture and cozy fireplace created a warm
and inviting ambiance for guests to relax and unwind.
 6. Villa /'vɪlə/: (n) Biệt thự
Eg. Guests reveled in the villa's modern amenities, including a state-of-the-art
kitchen and entertainment room, creating a home-away-from-home experience.
Resort /ri:'zɔ:t/: (n) Khu nghỉ dưỡng
Eg. The waterfront resort offers guests the opportunity to enjoy a variety of water
sports and activities, from snorkeling and diving to sailing and kayaking.

7. vacation rental /vəˈkeɪʃn ˈrentl/: làng nghỉ dưỡng cho thuê

Eg. Vacation rentals come in various forms, from cozy cottages in rural areas to
luxurious beachfront estates, catering to a wide range of preferences and budgets.
8. Dormitory /ˈdɔː.mɪ.tər.i/: (n) nhà ở tập thể, kí túc xá
Eg. The university dormitory provided budget-friendly accommodations for
students, with shared living spaces and communal kitchens fostering a sense of
community.
9. campsite /ˈkæmpsaɪt/: (n) Khu cắm trại
Eg. The mountain campsite provides a base for alpine adventures, with tent
platforms and panoramic vistas of snow-capped peaks.
10. caravan /ˈkær.ə.væn/: (n) nhà lưu động
Eg. The caravan park offers spacious pitches for RVs and trailers, with hookups and
amenities such as showers and laundry facilities.
11. Campervan/ camper van /ˈkæmpəvæn/ /ˈkæmpə væn/: (n) xe tải cắm trại
Eg. The luxury campervan features plush bedding and modern amenities, providing
a comfortable and upscale accommodation option for road trips.
12. cruise ship (n.p) /kruːz ʃɪp/: tàu du lịch
Eg. The all-inclusive cruise ship provides a variety of cabin options, from cozy
interior rooms to spacious suites with private balconies.
13. Mountain refuge /ˈmaʊntən ˈrefjuːdʒ/: nơi trú ẩn trên núi
With its remote location and off-grid facilities, the mountain refuge provided a
peaceful retreat for nature lovers seeking solitude and serenity.
13. Cottage /ˈkɒtɪdʒ/: (n) nhà tranh
 Eg. With its outdoor fire pit and marshmallow roasting station, the cottage offers
guests a chance to gather around the fire and enjoy s'mores under the stars.
14. Lodge /lɒdʒ/: (n) nhà nghỉ ở vùng quê, lều (thường làm bằng gỗ)
Eg. With its expansive grounds and outdoor activities, the lodge provides guests
with opportunities for hiking, birdwatching, and wildlife spotting.
15. Cabin /ˈkæbɪn/: (n) buồng ngủ, nhà nghỉ ở vùng nông thôn
Eg. A cabin is a small, rustic dwelling typically located in a wooded or rural area,
often made of wood with a simple design.
16. Homestay /ˈhəʊmsteɪ/: (n) dân túc, tá túc nhà dân
Eg. The traditional homestay offers guests a glimpse into local culture and customs,
with hosts providing authentic meals and guiding guests on cultural experiences.
17. Youth hostel /ˈjuːθ hɒstl/: nhà nghỉ thanh niên (dành cho giới trẻ khi đi du lịch)
Eg. The youth hostel provides budget-friendly accommodations for backpackers,
with dormitory-style rooms and communal kitchens fostering a sense of camaraderie
among travelers.
18. rotel /ˈrəʊtel/: (n) khách sạn di động
Eg. The rotel, a unique accommodation on wheels, provided travelers with
comfortable sleeping berths and onboard facilities for dining and relaxation during their
journeys.
A1.1.2 Grammar
- Asking and giving introduction on types of accommodation
* For customer to travel agent:
Use some questions following:
What kinds of accommodations do you have available?
Can you provide an overview of the accommodation choices?
Could you tell me about the different types of accommodations you offer?
Is there a minimum age requirement for booking?
Do you offer any discounts for extended stays or group bookings?
* For travel agent to customer:
Use some questions following:
 - Where are you planning to travel?
- How long do you plan to stay at your destination?
- How many people will be traveling in your group?
- Are there any specific amenities you require?
Useful expressions for giving advice on types of accommodation
- Let me introduce you to some different types of accommodation available.
- Allow me to provide you with an overview of various lodging options.
- I'd like to offer some insights into the range of accommodations you might
consider.
- If you're looking for
Eg: If you're looking for comfort and luxury, hotels are an excellent choice.
- perfect for
Eg. Hostels are perfect for budget travelers who don't mind sharing facilities and
enjoy meeting fellow travelers.
- can be a great option for
Eg. Renting a vacation home or apartment can be a great option for families or
larger groups, providing more space and flexibility.
- ideal for
Camping or staying in a cabin is ideal for nature enthusiasts who want to
experience the great outdoors.
- Consider staying in
Eg. Consider staying in a boutique hotel for a unique and personalized experience.
- If you're on a tight budget, consider alternatives like
Eg. If you're on a tight budget, consider alternatives like couch-surfing or house-
sitting for a cost-effective accommodation solution."
- Don't forget to
Eg. Don't forget to check online reviews and ratings to ensure the accommodation
meets your expectations.
A1.1.3. Reading
Read the text and decide whether the statements are True or False. Write T
(True) or F (False) into blanks
CARAVANS
Imagine a scenario where there is no need to worry about which flight or train ticket
to book apart from the trouble to hire expensive local cab service to reach your place of
stay and for sightseeing, instead you have the flexibility to explore your destination and
enjoy the journey. Now you have the option to hire a fully equipped van with convertible
beds, a shower, smart television, and a kitchenette.
These caravan/campers' van gives the leisure and comfort of home to the tourists
while traveling at their own pace and will. Also known as a travel trailer one can wake up
to the panoramic view and in midst of nature and is also safer than a tented
accommodation. Such facilities are even offered in India by states like Madhya Pradesh,
Karnataka, and many more.
Due to the pandemic, more travelers are opting for these hired caravans owing to
their inhibitions to travel via public transport and has resulted in an unprecedented
demand for these rooms on wheels.
There is no need to follow a fixed itinerary and wherever one finds a suitable spot,
they can stop and relish the scenic beauty, no hurry to check in and check out, it is cost-
effective and a novel experience.
In India, Campingground Mysore also known as the first campervan park has
opened for travelers who can park their SUV’s/Caravan/Vans and spend their vacation
comfortably.
There are few challenges though, lack of proper camping parks, unrealistic
expectations of the travelers, not enough clarity on the policies of the government and
infrastructure that is still in the nascent stage. Despite all these hurdles, caravan tourism is
developing at a steady pace and has the potential to grow and evolve.
HOMESTAYS
Another popular and trending stay option for tourists is homestays where guests stay
with the natives of the destination that they are traveling to and get to experience their
local cuisine, culture, and personalized hospitality by their host.
The stay could be for one night and can be extended to days and months depending
on the itinerary of the guests. Unlike a hotel, these homestays are far economical and due
to their homely atmosphere allows the visitors to witness their place of visit in its natural
state.
They are easy to book via online booking portals like Air bnb which not only allows
the guests to leave feedback of the homestay for other travelers to refer and on the other
hand the hosts can also review the guests that can be viewed by other hosts before they
accept the booking.
1. Caravans with convertible beds, shower, smart television, and kitchenette provide
a fixed itinerary for travelers. F
2. Caravan tourism has seen increased demand during the pandemic due to travelers'
inhibitions about public transport. T
3. Caravan tourism faces difficulties such as lack of proper camping parks, unclear
government policies, and mature infrastructure. T
4. Homestays provide a more expensive option compared to hotels and offer a
homely atmosphere for visitors. F
5. Visitors in homestays can enjoy local food, immerse themselves in the culture,
and receive personalized hospitality. T
6. Online booking portals like Airbnb facilitate the booking of homestays but don’t
allow guests to leave feedback for other travelers. F
A1.1.4. Writing
Write about a popular type of accommodation in your area. Use the following
suggested ideas:
- Name of accommodation
- Characteristics
- Main features
- Common amenities
- Pros and Cons
You should write in about 200-250 words.
A.2. Hotel jobs and departments
* Warm up
Work with a partner. Role play the situation below.
Student A: You are the candidate. You are taking a job interview. Look at the note
below as your personal profile and answer the questions from the interviewer.
Student B: You are the interviewer. Prepare questions to interview a candidate for a
job.
Position
Name
Age
Qualification
Work experience
Skills
Personality
Languages
Note
Have a conversation in about 3 minutes
Make a video recording of your conversation and upload the file on Youtube
A2.1. Vocabulary
1. valet /ˈvæleɪ/: người đỗ xe cho khách
Eg. A valet parks your car at a hotel or restaurant.
2. front desk clerk /frʌnt desk klɑːk/: Nhân viên lễ tân
Eg. A front desk clerk checks guests into and out of the hotel.
3. Concierge /ˈkɒnsieəʒ/: người cung cấp thông tin
Eg. A concierge gives guests information about rooms and local entertainment.
4. Bellman /belmən/: Người khuân vác hành lý
Eg. A bellman transports the luggage from the car to the hotel room and back.
5. Doorman /ˈdɔːmən/: Nhân viên trực cửa
Eg. A doorman opens the doors in the hotel
6. Housekeeper /ˈhaʊskiːpə(r)/: Người quản gia, người dọn vệ sinh
Eg. A housekeeper cleans rooms in hotels.
 7. Chef /ʃef/: Bếp trưởng
Eg. A chef works in a restaurant.
7. maintenance worker /ˈmeɪntənəns ˈwɜːkə(r)/: thợ sửa chữa, bảo dưỡng
Eg. A maintenance worker fixes problems with hotel rooms.
8. Travel agent /ˈtrævl ˈeɪdʒənt/: Nhân viên du lịch
Eg. A travel agent provides travel and tourism information.
9. Tour guide /tʊə(r) ɡaɪd/: Hướng dẫn viên du lịch
Eg. A tour guide shows tourists around places of interest
10. night auditor /naɪt ˈɔːdɪtə(r)/: Người trực điện thoại đêm
Eg. A night auditor handles guests and financial problems at night.
11. Porter /ˈpɔːtə(r)/: Người khuân vác hành lý
Eg. He has worked as a porter on Royal Caribbean cruise ship for 4 years
12. Operations manager /ˌɒpəˈreɪʃnz ˈmænɪdʒə(r)/: Giám đốc điều hành
Eg. If employees want to have a day off, they need to have the operations manager’s
notification.
13. Food and beverage manager /fuːd ənd ˈbevərɪdʒ ˈmænɪdʒə(r)/: Người quản lí bộ
phận ăn uống

Eg. A food and beverage manager is in charge of general operations of a hotel

kitchen and bar.
14. Banquet manager /ˈbæŋkwɪt ˈmænɪdʒə(r)/: Người quản lí bộ phận tổ chức sự
kiện
Eg. The main duty of a banquet manager is to arrange for an event.
15. Tourist information officer /ˈtʊərɪst ˌɪnfəˈmeɪʃn ˈɒfɪsə(r)/: Nhân viên văn phòng
du lịch
Eg. Tourist information officers give advice to travellers about attractions and
accommodation available in local areas.
16. Tour leader /tʊə(r) ˈliːdə(r)/: Hướng dẫn viên theo đoàn
Eg. A tour leader is in charge of guiding groups of people on organized holidays.
 17. travel sales consultant /ˈtrævl seɪlz kənˈsʌltənt/: Nhân viên đại lí du lịch
Eg. A travel sales consultant provides holiday packages to customers.
18. Room service attendant /ruːm ˈsɜːvɪs əˈtendənt/: Nhân viên dịch vụ phòng
Eg. The main duty of a room service attendant is to make sure that hotel rooms are
clean and tidy.
A2.2. Grammar
1. MODAL VERBS
Obligation
a.We use 'must, have to, and should' to talk about obligation
Example:
The operations manager must make sure that the hotel stays profitable.
I have to do the late shifts this week.
He should ensure effective co-operation between Front-of-House operations and
Housekeeping.
b.We use 'don’t have to' to show something is not necessary
Example:
He doesn’t have to report to me about day-to-day issues.
c. We use 'mustn’t and shouldn’t' to indicate obligation not to do something
Example:
A concierge mustn’t forget that her aim is to handle all guests’ requests.
I know I shouldn’t say this.
Structures and Useful Expressions
2. STRUCTURES
- be responsible for: chịu trách nhiệm
I am responsible for cleaning rooms and other hotel facilities.
- be responsible to: hỗ trợ / trợ lý cho ai
She is responsible to her general manager.
- be in charge of + V-ing
A tour guide is in charge of showing tourists places of interest.
 - be skilled at + V- ing
She’s skilled at managing restaurant staff.
- be good at + V- ing
My boss is very good at running the organization smoothly.
3. USEFUL EXPRESSIONS
- I’d like to know…
- What position are you applying for?
- What kind of experience do you have in this field?
- Can I do anything else for you?
- You will need to be…
- It sounds like a lot of work.
- That would be really helpful.
A.2.3. Reading
Read the text about Milan Havel, an assistant manager and complete the
sentences with NO MORE THAN 5 WORDS.
My name’s Milan Havel and I am an assistant manager at the Hotel Ambassador in
London. There are two assistant managers, and one of us is always on duty at busy times.
The general manager has overall responsibility, of course, and we report directly to her.
We are responsible for the day- to- day running the hotel. We plan the work schedules,
manage the accounts, and deal with any problems to do with staff or guests.
We have a staff of about 100 people. Basically, there are four departments, each
with its own manager.
Firstly, there’s front of house- that’s receptionists, the people who deal with our
guests on a daily basis. They check guests in and out, take reservations, make sure that
everyone is getting the service they need. The reception team usually consists of a
supervisor and two or three receptionists, depending on the time of the day. They report
to the front of house manager, who is also in charge of the porters and doormen.
Then there’s housekeeping- all the services to do with the rooms. The head
housekeeper is in charge of this. She has a team of maids who make up the rooms,
provide towels and bed linen, and ensure that everything is ready for a new guest. She
also looks after laundry and cleaning in other parts of the hotel.
 The banqueting and conference manager organizes all the events that take place in
the hotel. That could be a one- day conference for twenty people, or a big corporate
function with hundreds of guests. He has a team of event organizers who look after
groups and parties. For smaller functions we use our in-house catering staff, but for big
occasions we employ agency staff by the hour.
And finally, there’s the food and beverage manager. The food and beverage
manager is responsible for the restaurant and the kitchen. Three people report directly to
him: the head waiter, the bar manager and the head chef. The head waiter manages the
specialists wine waiters and the other waiters and waitresses. The bar manager is
responsible for the bar staff. The head chef manages the kitchens and under him comes
the assistant or sous chef. Then the other chefs report to the sous chef. Finally, the
kitchen porters come at the bottom of that reporting line.
1. The assistant managers are in charge of planning the timetables, managing ,
.................. handling with any problems to do with employees and customers.
2......... are responsible for making sure that guests are offered the services they
want.
3. The............................. is the department which deals with all the room services.
4. The hotel employs .......... for small events but agency employees for big
functions.
5. The head waiter, ............... and the head chef have to report to the food and
beverage manager.
A2.4. Writing
Write about the job of a tour guide. You can use the suggested questions.
 What are the duties of a tour guide?
 Who will he work with?
 What personal qualities does he need for the job?
 What skills are required for the job?
You should write in about 200-250 words.
A.3. Room types
* Warm up
A3.1. Vocabulary
 1. limited-service hotel /ˈlɪm.ɪ.tɪd ˈsɜː.vɪs həʊˈtel/: Khách sạn cung cấp số lượng hạn
chế dịch vụ
2. full-service hotel /ˌfʊlˈsɜː.vɪs həʊˈtel/: Khách sạn với dịch vụ đầy đủ
3. convention hotel /kənˈven.ʃən həʊˈtel/: Khách sạn hội nghị
4. commercial hotel /kəˈmɜː.ʃəl həʊˈtel/: Khách sạn thương mại

5. on-premises parking /ɒn ˈprem.ɪ.sɪz ˈpɑː.kɪŋ/: bãi đậu xe trong nhà

6. suburban hotel /səˈbɜː.bən həʊˈtel/: Khách sạn ven đô
7. highway hotel /ˈhaɪ.weɪ həʊˈtel/: Khách sạn ven đường
8. executive conference center /ɪɡˈzek.jə.tɪv kənˈven.ʃən ˌsen.t̬ɚ/: trung tâm hội
nghị điều hành
9. all-suite hotel /ɔːl swiːt həʊˈtel/: Khách sạn theo khối
10. extended-stay hotel /ɪkˈsten.dɪd steɪ həʊˈtel/: khách sạn cho lưu trú kéo dài
11. Bed and breakfast /’bed ənd ‘brekfəst/: (n) Dịch vụ cung cấp chỗ ngủ và bữa
sáng
Eg. We often choose a place with bed and breakfast to enjoy our Summer holiday.
12. boutique hotel /buːˌtiːk həʊˈtel/: Khách sạn theo phong cách cổ điển
13. corporate market segment /ˈkɔːpərɪt ˈmɑːkɪt ˈsɛgmənt/: phân khúc thị trường
doanh nghiệp
14. association market segment /əˌsəʊsɪˈeɪʃ(ə)n ˈmɑːkɪt ˈsɛgmənt/: phân khúc thị
trường liên kết
15. yield management /jiːld ˈmænɪʤmənt/: quản lý năng suất
16. telecommunications /ˌtel.ɪ.kəˌmjuː.nɪˈkeɪ.ʃənz/: viễn thông
17. managerial problemˌ/mænəˈʤɪərɪəl ˈprɒbləm/: vấn đề về quản lý
18. banquet /ˈbæŋkwɪt/: (n) Tiệc lớn
Eg. I’m in charge of holding a banquet for our company’s 10th anniversary.
19. Utility /juːˈtɪl.ə.ti/: tính hữu dụng, tính thiết thực
20. property management system /ˈprɒpəti ˈmænɪʤmənt ˈsɪstɪm/: hệ thống quản lý
tài sản
 21chain hotel /tʃeɪn həʊˈtel/ khách sạn theo chuỗi
21. Room key /ruːm kiː/: Chìa khóa phòng
Eg. Here’s your room key!
22. Reservation /rezəˈveɪʃn/: Đặt phòng
Eg. You should make a reservation in advance.
23. Reservation number /rezəˈveɪʃn ˈnʌmbə/: Mã đặt phòng
Eg. The man is telling the front-desk clerk his reservation number to check in.
24. Single room /ˈsɪŋɡl ruːm/: Phòng đơn
I’d like to book a single room with a lake view.
25. Double room /ˈdʌbl ruːm/: Phòng đôi
Eg. I would like to reserve a double room for four nights from 3 to 6 April.

26. Twin room /twɪn ruːm/: Phòng đôi (có hai giường đơn)
The customers would like to reserve a twin room for his children.
27. Smoking room /ˈsməʊkɪŋ ruːm/ : Phòng hút thuốc
Eg. The guest would like to reserve a smoking room.
28. Non-smoking room /nɒn ‘sməʊkɪŋ ruːm/: Phòng không hút thuốc
Eg. Our hotel has some non-smoking rooms available.
29.Vacancy /ˈveɪkənsi/: Phòng trống
Eg. Ask the hotel if it has a vacancy next weekend.
29. Assign / əˈsaɪn/: Phân bố phòng
Eg. The two large non-smoking rooms have been assigned to us.
30. Registration form /ˌredʒɪˈstreɪʃn fɔːm/: Mẫu đăng kí
Eg. Could you please fill in this registration form?
A3.2. Grammar
1. Expressions for hotel reservations.
 I’d like to book / reserve a room, please.
 Do you have a double room for next Wednesday?
 How many nights is it for?
 Yes, we have a double room available.
 Could you send me an email or a fax to confirm your reservation?
2. Expressions for check-in
Confirm reservation information and find an available room
 I’d like a room, please.
 Do you have a reservation?
 I have a reservation
 What name is the reservation under?
 Your reservation is for a …. room.
 Would you prefer a smoking room?
3. Room assignment and registration
 Could you fill in this form, please, and sign here?
 Your room number is…
4. Issue room key
 Here’s your key.
 Here’s your keycard.
5. Handle luggage
 Have you got a suitcase?
 The porter will take your luggage
6. Other requests
 Could/Would you…?
 Would you like me to…?
 Do you need anything else?
 Could I have an early morning call, at 6.30?
3. Prepositions of time (Revision)

in on at from … to…

Month: in Day of the Clock time: at Marking a

 week: on
January / in April Monday / on
Season: in Saturday
spring / in winter Day and
Year: in 1984 part of day: on 8.30 a.m. / at 7
/ in 2015 Tuesday morning / o’clock
period of
Time of the on Friday Festival: at
time: from 12.00
day: in the afternoon Christmas / at Easter
to 3.00 / from 2001
morning / in the Date: on Exceptions: at
st
to 2004
afternoon / in the 1 September / on night / at the
evening 10th July weekend
Period of Special
time: in an hour/ in day: on my
two weeks birthday / on New
Year’s Eve

4. Possessive adjectives (Revision)

Modify the noun following it in order to show possession.
Examples: I'll get my bag.
Is this your luggage?

Subject pronoun Possessive adjective

I my

You your

We our

They their

He his
 She her

It its

A.3.3. Reading
A.3.3.1 Read the conversation between a receptionist and a guest. Then fill in
the registration card using the information from this conversation.
A: Welcome to Radisson Blu Hotel. How may I help you today?
B: Hi. I want to check in, please.
A: Certainly, sir. Do you have a reservation?
B: Yes, I do.
A: Okay. What name is the reservation under?
B: Robert Stanley. S-T-A-N-L-E-Y.
A: Alright, Mr. Stanley. Your reservation is for a single smoking room for one
person. And you are staying for two nights. Is that correct?
B: Yes, that’s right.
A: Wonderful, sir. Please fill in this registration card and here is your pen. May I
borrow your passport, please?
B: Sure, here it is… I’ve finished filling in the form.
A: Thank you. Here is your passport. And I’ll have this form back. May I ask if you
like to pay for your stay by cash or credit card?
B: I’ll pay by credit card, please.
A: Certainly. Can I borrow your credit card for a moment, please?
B: Sure… Here it is.
A: Thank you… Just a moment… All’s set. Your room number is 404. It’s on the
fourth floor. You can use the lift right around the corner. Here’s the key to your room.
The potter will help you with your bags. Please let us know if there is anything that you
need. I hope you have a nice time staying in our hotel.
B: Absolutely, thank you very much.
 GUEST REGISTRATION
Guest name: Robert Stanley
Type of guest: single smoking room for one person,
two nights
(Reservation or Walk-in)
Room No.: 404
Room type: single smoking room
No. of people: 1
Length of stay: two nights
Payment method: credit card

A.3.3.2 Read the passage and then choose A (true) or B (false).

Before I go on vacation, I always make hotel reservations in advance so I have a
place to stay. I usually look online for cheap hotels or other accommodations. Sometimes,
I book a nice hotel that has a number of amenities like a swimming pool, exercise room,
or kitchenette. These rooms often come furnished with a microwave oven and a small
refrigerator. If I eat at a restaurant at the hotel, I just have the meal billed to the room and
pay for the room charge and meals at the same time. Other times, I just look for cheap
hotels or motels that provide the basic necessities. If I really want to save money, I
reserve a bed at a youth hostel. The price is cheaper, but I have to share a room with other
patrons, which doesn't bother me at all.
1. The room is provided with an oven and a small fridge. T
2. The customers are free to eat in the hotel’s restaurant. F
3. I usually reserve a hotel room before going on vacation. T
4. The room has two several amenities such as a swimming pool and a private
bathroom. F
5. The guests can book at a youth hostel to save money T

A.3.4. Writing
Complete the following correspondence with suitable phrases given below and
write the same one for yourself
 I attach Please respond
Please let us Following
I am happy I enclose
Could you please In reply to
I am writing Thank you for

To: Charles Hotel From: Mark Grady

Dear Ms Novotna,
(1)...... our phone conversation today, (2)..... reserve ten single rooms and three
twin-bedded rooms for our seminar participants for Friday 18 and Saturday 19
September?
(3)........ details of meal and refreshment requirements.
(4)........ with a confirmation on my reservation.
Thank you in advance.
Best regards
Mark Grady
Partner, Global Training
P.S. Please can you fax me a map of the city centre.

To: Global Training From: Eva Novotna

Attn: Mark Grady Date: 4 August
Subject: Room reservation No. of pages: 2
Dear Mr. Grady,
(5)......... your email received today. I apologize for the delay in replying.
(6)........ to confirm we have reserved ten single rooms and three twin-bedded rooms as
requested, for Friday 18 and Saturday 19 September.
I look forward to welcoming you to our hotel.
 Best regards
Eva Novotna
P.S. I hope the map on page 2 of this fax is clear.

22 April, 2011
Henry Beaumont
144 Riverside Drive
Springfield
Dear Mr Beaumont,
(7) ........ your fax received yesterday, (8) ....... to you now to confirm your
reservation for two adjoining double rooms with bath for the nights of July 14 to 23.
Both rooms have a sea view and are on the fourth floor of the hotel.
The cost of half board (modified American plan) is $85 per person per night,
including taxes and service.
(9) .......... two brochures describing our hotel and its facilities. If you have any
questions, we shall be pleased to answer them.
(10) .............. know if you are arriving at the hotel later than 7pm.
We look forward to welcoming you to the Bellevue on July 4. We hope you will
enjoy your stay with us.
Your sincerely,

A.4. Room furnishings and equipment

* Warm up
1. Talk about hotel room facilities you have ever stayed for your holiday.
2. What is the name of the hotel? Where is it located?
3. What type of the room have you ever stayed?
4. What facilities does it have?
5. How is the hotel staff?
6. What do you like about this hotel?
 Note
 Talk in 5 minutes
 Make a video recording of your talk and upload the file on Youtube
A.4.1 Vocabulary
1. Safe /seɪf/ (n) két sắt, tủ sắt
Eg. Guests should keep passports, money, and other valuables in the safe.
2. Wardrobe /ˈwɔːdrəʊb/: (n) tủ quần áo
Eg. There is a wardrobe in every guest room for guests to store their clothes.
3. Shower /ˈʃaʊə(r)/: (n) vòi hoa sen
Eg. The bathroom is equipped with a shower.
4. Sheet /ʃiːt/: (n) ga giường
Eg. The sheet in every room is changed every day to make sure it is clean.
5. Soap /səʊp/: (n) xà bông
Eg. There’s a bar of soap in the bathroom.
6. minibar /ˈmɪnibɑː(r)/: (n) tủ lạnh cỡ nhỏ
Eg. The minibar is equipped in every guest room to help keep food and drink cool.
8. Towel /ˈtaʊəl/: (n) Khăn tắm
Eg. The hotel provides towels of the best quality.
9. Bath /bɑːθ/: (n) bồn tắm
Eg. The hotel provides spacious bathrooms with both a shower and a bath.
10. Air conditioning /eə kənˈdɪʃənɪŋ/: điều hoà nhiệt độ
Eg. a system that cools and dries the air in a building or car
11. Remote control /rɪˈməʊt kənˈtrəʊl/: điều khiển từ xa
Eg. Every room is provided a satellite TV with a remote control.
12. Double bed /ˈdʌbl bed/: giường đôi
Eg. For couples, we have cozy rooms with double bed.
13. Single bed /ˈsɪŋɡl bed/: Giường đơn
Eg. There is single bed for one person in a single room.
14. Hanger /ˈhæŋə(r)/: (n) móc treo quần áo
 Eg. There are some spare hangers in the wardrobe if you want to hang your dress
up.
15. Pillow /ˈpɪləʊ/: (n) gối
Eg. The pillows are soft and made of fine materials, which makes guests feel
comfortable.
16. Blanket /ˈblæŋkɪt/: (n) chăn, mền
Eg. a large cover, often made of wool, used especially on beds to keep people warm
17. satellite TV [‘sætəlait ,ti: ‘vi:]: truyền hình vệ tinh
Eg. There’s satellite TV, air conditioning and Internet access in all the rooms.
18. Key card /ki: kɑ:d/: thẻ chìa khoá
Eg. Guests use a key card to open their room door in the hotel.
19. Cigarette - detecting device /ˌsɪɡəˈret dɪˈtektɪŋ dɪˈvaɪs /: thiết bị phát hiện ra
thuốc lá
Eg. Every room has a cigarette- detecting device on the nonsmoking floors.
20. Console /kənˈsoʊl/: (n) Bảng điều khiển
Eg. The console enables guests to control the radio and lights.
21. Ironing board /ˈaɪənɪŋ bɔːrd/: bàn ủi
There is an ironing board available in every guest room.
22. Coffee maker /ˈkɔːfi ˈmeɪkər/: máy pha cà phê
Eg. There is a coffee maker in every guest room, so it’s convenient for coffee-
lovers.
23. Hairdryer /ˈheədraɪə(r)/: (n) máy sấy tóc
Eg. A hairdryer is usually placed on the wall of the hotel bathroom.
24. Iron /aɪən/: (n) bàn là
If guests want to press their clothes, they can borrow an iron from the
Housekeeping.
multiline phone
25. Multiline phone /ˈmʌlti laɪn fəʊn/ điện thoại đa tuyến
Eg. Guests can use a multiline phone in their rooms.
 A.4.2. Grammar
 Review: There is/are

There is + a(n) +singular noun There are + plural noun

There is a heated pool in the hotel. There are two bars on the top floor.
There is a fitness center on the third There are baggage lockers at the
floor. reception.
 A.4.3. Reading
Read the following brochure description of the Hotel Arina Sands and fill in
the gaps the missing words.
 - Vocabulary:
- spacious (adj): rộng lớn, rộng rãi
- gorgeous (adj): tráng lệ
- sun terrace: sân hiên phơi nắng
1. The Arina Sands hotel is located ........... an outstanding and sandy beach. (Right
above)
2. The hotel is ideal for ................(Families)
3. In Big T Club, ............ are organized for children. (Fun and games)
4. When staying at the hotel, adults are able to relax and .............. the sun. (Soak up)
5. There are highchairs ................. in the hotel. (Available)
A.4.4. Writing
Write about a hotel you have stayed in. You should write in about 200-250
words. You can use the following suggested questions:
1. What is the name of the hotel?
2. What facilities does the hotel have?
3. What services does the hotel offer?
4. What facilities are available in a guest room?
5. How is the hotel staff?
A.5. Room rates
Warm up
Dicussion: Work in group of 4
 WHAT IS ROOM RATE?
A room rate is the cost charged by a hotel for occupying a room for a specified
period, usually per night. Room rates can vary based on several factors, including:
Type of Room: Different room types (standard, deluxe, suite, etc.) have different
rates.
Season: Rates may change depending on peak and off-peak seasons.
Occupancy: Higher demand periods, such as holidays or major events, can lead to
higher rates.
 Amenities: Rooms with additional amenities (ocean view, balcony, included meals)
might cost more.
Booking Time: Rates may vary depending on how far in advance the room is
booked.
 WORK IN PAIRS. WHICH COUNTRIES USE THESE CURRENCIES?
Baht - Thailand
Rands - South, Africa
Dollars - Switzerland
Ringgits - Malaysia
Forints - Hungary
Roubles - Russia
Francs - Canada
Rupees - India
Pesos - Mexico
Yen – Japan
* How do you say these number in English?
1. 2% - two percent
2. $200 – two hundred dollars
3. €27.50 – twenty-seven thousand, five hundred euro
4. €1,500 – negative one thousand, five hundred euro
3. How many ways of making a payment can you think of? Make a list.
1. Debit card
2. Credit card
3. Pre-paid card
4. Contactless
5. By phone
6. Cash
7. Cheque
 8. Online banking
9. By email

A5.1 VOCABULARY
DEM Deutch Mark EGP Egyptian Pound
DJF Dijibouti Franc ERI Euro-Related
Information
DKK Danish Krone ERM European Rate
Mechanism
DKr Dutch Kronas ESP Spanish Peseta
DM Deutsche Mark ETB Ethiopian Birr
DMK Deutsch Mark EUR Euro
DOP Dominican Peso FC Foreign Currency
DZD Algerian Dinar FF French Franc
ECS Ecuadorian Sucre FIM Finnish Markka
ECU Europen Currency Unit FIMK Finnish Markaas
EDY Euro Dollar And Yen FJD Fiji Dollar
EEK Estonian Kroon

A5.2. Grammar
COMPLETE THE DEFINITIONS ( 1-10 ) WITH THE WORDS IN THE
BOX. THEY ALL APPEAR IN THE DIALOGUE. CHECK BACK IF YOU NEED
TO

TRAVELLER’S RECEIPT CASH DEPOSIT EXCHANGE

CHEQUE RATE

CREDIT CARD CHANGE BILL INSURANCE COMMISSION

1. The ............. is extra money that you pay for a service. COMMISSION
2. A ...............is a piece of paper that shows how much you must pay. BILL
 3. A................. is a sum of money which is the first payment for something.
DEPOSIT
4. ..................is money on the form of notes or coins. CASH
5. .................is money you pay to protect yourself against something bad happening.
INSURANCE
6. A ...........is a piece of paper that shows how much you have paid. CHANGE
7. A ........................is a cheque you can exchange for foreign money.
TRAVELLER’S CHEQUE
8. A ................is a plastic card you can use to pay for things. CREDIT CARD
9. ................is the money you get back if you pay more than something costs.
10. The ..................is the value of one currency compared to another. EXCHANGE
RATE
2. Who says these things, the customer (c) or the person (p) serving them?
Write "c" or "p" in the box.
1. Can I have a receipt, please? ( C )
2. How would you like to pay? ( P )
3. Can you tell me the exchange rate for Canadian dollars? ( C )
4. Do you take traveller's cheques? ( C )
5. Here's your change, and your receipt. ( P )
6. We only take credit cards or cash. ( P )
7. Can we have the bill, please? ( C )
8. I need to take a ten per cent deposit. ( C )
9. Can I change two hundred dollars, please? ( P )
10. That's €27.50 altogether. ( P )
11. The total price is €1,500. ( P )
12. And what's the commission? ( C )
 13. Is Visa OK? ( C )
14. Sorry, I don't have anything smaller. ( C )

A.5.3 Reading
Room Rates at the Grand Hotel
The Grand Hotel offers a variety of room types to suit different needs and budgets.
Below is a description of the room types and their rates:
Standard Room
Our Standard Room is perfect for single travelers or couples. It includes a
comfortable queen-sized bed, a private bathroom, and a work desk. Guests can enjoy free
Wi-Fi, a flat-screen TV, and complimentary breakfast.
Rate: $100 per night
Deluxe Room
The Deluxe Room offers more space and additional amenities. It features a king-
sized bed, a spacious bathroom with a bathtub, and a seating area. This room is ideal for
those who want a bit more luxury during their stay.
Rate: $150 per night
Suite
For those who need extra space or are traveling with family, our Suite is the best
choice. It includes a separate living room, a bedroom with a king-sized bed, and two
bathrooms. Guests in the Suite enjoy access to the executive lounge and complimentary
evening snacks.
Rate: $250 per night
Penthouse Suite
Our most luxurious option, the Penthouse Suite, offers the ultimate in comfort and
elegance. Located on the top floor, it has stunning views of the city. The suite includes
two bedrooms, a living room, a dining area, and three bathrooms. Guests receive VIP
treatment, including a private butler service.
 Rate: $500 per night
Additional Information
All room rates are subject to a 10% service charge and a 7% local tax.
Check-in time is 2:00 PM, and check-out time is 12:00 PM.
Early check-in and late check-out are available upon request and subject to
availability.
Cancellation policy: Free cancellation up to 24 hours before check-in. A fee of one
night's stay will be charged for late cancellations or no-shows.
For reservations or more information, please visit our website or contact our front
desk at +123-456-7890.
Questions:
1. What is included in the Standard Room?
2. How much does it cost to stay in a Deluxe Room for one night?
3. What special service is offered to guests staying in the Penthouse Suite?
4. If a guest cancels their reservation 12 hours before check-in, what fee
will they incur?
5. What time is the check-out time at the Grand Hotel?
Key:
What is included in the Standard Room?
The Standard Room includes a comfortable queen-sized bed, a private bathroom, a
work desk, free Wi-Fi, a flat-screen TV, and complimentary breakfast.
How much does it cost to stay in a Deluxe Room for one night?
It costs $150 per night to stay in a Deluxe Room.
What special service is offered to guests staying in the Penthouse Suite?
Guests staying in the Penthouse Suite receive VIP treatment, including a private
butler service.
 If a guest cancels their reservation 12 hours before check-in, what fee will they
incur?
If a guest cancels their reservation 12 hours before check-in, they will incur a fee of
one night's stay.
What time is the check-out time at the Grand Hotel?
The check-out time at the Grand Hotel is 12:00 PM.

A.5.4. Writing
1. Match the words to the symbols.

1. Multiplied by/Times  e) x
2. Divided by  d) ÷
3. Plus/Add  a) +
4. Minus/Take away  b) -
5. Per cent  c) %
2. Complete the calculations with the words from the box.

1. 931 Euros ......45 makes 976 Euros. plus

2. .............330 dollars is 33 dollars. Percent of

3. ...............9 equals 62.55. Multiplied by
4. 23.5 .............4 makes 5.875. Divided by
5. 82 pounds plus 10% ............90 pounds 20 pence. Equals
6. 2,800 yen ...........460 equals 2,340 yen. Minus

3. Now decide which calculation above is relevant. Write out the calculation as
you would say it.
a. The price of a standard room from Monday to Friday lunchtime.
 €25/ night for a standard room from Monday to Friday lunchtime.
b. The cost of three Coca-Colas from the mini-bar.
  20,000 vnd multiplied by 3 equals 60,000 vnd.
c. The amount in dollars you would receive when changing £100 at the bureau de
change.
 £100 equals 116,21 dollars.
d. The price of an executive room with a corporate discount.
 $51/ night minus 10% discount equals $45.91 per night.
e. The cost per person of ten-minute taxi ride shared by four people.
 100.000 vnd divided by 4 makes 25.000 vnd per person.
4. Transform these sentences into the passive. The tenses are not in the same
order as the table. The first one has been done for you.

b. I’m afraid they are emptying the pool for maintenance.

 I’m afraid the pool are being emptied for maintenance.

c. We ask guests to check out by 12.00.

 Guests are asked to check out by 12.00.

d. We will return guests’ laundry by 9 a.m the following morning.

 Guests’laundry will be returned by 9 a.m the following morning.

e. I didn’t know if the bill had included service.

 I didn’t know if service had been included by the bill.
A.6. Hotel reservations
* Warm up
Dicussion: What is hotel reservation? How many kind of hotel reservation?
A hotel reservation is a guarantee made by a hotel to hold a room for a specific
guest for a specific period of time. This is done by providing the hotel with information
such as your name, the dates of your stay, how many people will be staying, and your
payment information.
There are two main types of hotel reservations:
 • Guaranteed reservations: These reservations require payment information in
advance and are typically non-refundable if canceled within a certain timeframe.
• Non-guaranteed reservations: These reservations do not require payment
information in advance and can be canceled at any time without penalty. However, the
hotel is not obligated to hold the room for you if it becomes unavailable.
A.6.1. Vocabulary
1.Enquiry /ɪnˈkwaɪəri/ : (n) câu hỏi = question
Ex. All enquiries should be addressed to the customer services department.
2. Availability /əˌveɪləˈbɪləti/: (n) sự sẵn có
Ex. The Queen Hotel offers the availability of services including valet, catering, and
others.Expiry 3. date /ɪkˈspaɪəri deɪt/ : Hạn sử dụng
Ex. The receptionist is checking the expiry date of the guests’ credit cards.
4. expiration date /ˌekspəˈreɪʃn deɪt/: hạn sử dụng
Ex. The receptionist is checking the expiration date of the guests’ credit cards.
5. Reservation /rezəˈveɪʃn/: (n) đặt phòng
Ex. The guest would like to make a reservation for a double room next Friday.
6. Booking /ˈbʊkɪŋ/: (n) đặt phòng
Ex. The guest would like to make a booking for a double room next Friday.
7. Guarantee /ˌɡærənˈtiː/: (v) cam đoan, đảm bảo
Ex. We guarantee to give your money back if you cancel your booking within three
days.
8. Confirm /kənˈfɜːm/: (v) xác nhận
Ex. I booked a room in your hotel and you confirmed my reservation by email.
9. Confirmation /ˌkɒnfəˈmeɪʃn/: (n) sự xác nhận
Ex. To complete booking procedure, we need your confirmation of your account.
10. Promotional /prəˈmoʊʃənl/: (a) khuyến mãi
Ex. The hotel offers promotional rates to attract more guests during off-season.
11.Room key /ruːm kiː/: Chìa khóa phòng
Eg. Here’s your room key!
12.Reservation /rezəˈveɪʃn/: Đặt phòng
Eg. You should make a reservation in advance.
13. Reservation number /rezəˈveɪʃn ˈnʌmbə/: Mã đặt phòng
Eg. The man is telling the front-desk clerk his reservation number to check in.
14.Single room /ˈsɪŋɡl ruːm/: Phòng đơn
Eg. I’d like to book a single room with a lake view.
15. Double room /ˈdʌbl ruːm/: Phòng đôi
Eg. I would like to reserve a double room for four nights from 3 to 6 April.
16. Twin room /twɪn ruːm/: Phòng đôi (có hai giường đơn)
Eg. The customers would like to reserve a twin room for his children.
17. Smoking room /ˈsməʊkɪŋ ruːm/: Phòng hút thuốc
Eg. The guest would like to reserve a smoking room.
18. Non-smoking room /nɒn ‘sməʊkɪŋ ruːm/: Phòng không hút thuốc
Eg. Our hotel has some non-smoking rooms available.
19. Vacancy /ˈveɪkənsi/: Phòng trống
Eg.Ask the hotel if it has a vacancy next weekend.
20. Assign / əˈsaɪn/: Phân bố phòng
Eg. The two large non-smoking rooms have been assigned to us.
Registration form /ˌredʒɪˈstreɪʃn fɔːm/: Mẫu đăng kí
Eg.Could you please fill in this registration form?
21.Damage deposit / ˈdæmɪdʒ dɪˈpɒzɪt/: Khoản tiền đặt cọc hư hại
Eg. Damage deposit will be collected at the time of check-in.
22. Length of stay / leŋθ əv steɪ/: Thời gian lưu trú
Eg.Could you tell me your length of stay, please?
23. Cash /kæʃ/: Tiền mặt
Eg.Payments can be made by card or in cash.
24.Stain /steɪn/: Vết bẩn
Eg. The guest dropped his cup of coffee and left a stain on the carpet.
25. Carpet /ˈkɑːpɪt/: Tấm thảm
 Eg. Guests should be careful not to spill drinks on the carpet.
26. Increasingly (adv) /ɪnˈkriːsɪŋ li/: Càng ngày càng
Eg. Self check-in service is increasingly popular at Chopin Airport.
27. Directly (adv) /dʌɪˈrektli/: Một cách trực tiếp
Eg. A taxi picked him up from the airport and drove directly to his hotel.
28. finally /ˈfaɪnəli/: Cuối cùng
Eg. Finally, I would like to say thank you for coming to our hotel.
29. Available /əˈveɪləbl/: Có sẵn
Eg. Let me check if there is a room available.
31. Accept /əkˈsept/: Chấp nhận/ đồng ý
Eg. I decided to accept this kind of room.
A.6.2 Grammar
 Indirect questions
When we ask for information, we sometimes use indirect questions to sound more
polite.(Khi muốn hỏi thêm thông tin, để cho lịch sự hơn, đôi khi chúng ta sử dụng câu hỏi
gián tiếp)
Expression used to introduce indirect questions include(Các cụm từ được dùng để
bắt đầu câu hỏi gián tiếp bao gồm):
- Do you know […]?
- Do you have any idea […]?
- I was wondering […].
- I would like to know […].
- Could you tell me […]?
- Would you mind telling me […]?
When a direct question becomes part of a longer, indirect question, we make the
following changes(Khi một câu hỏi trực tiếp được chuyển thành câu hỏi gián tiếp, chúng
ta phải thay đổi những phần sau):
Keep the verb tense and only change the word order in the indirect question to the
same as a normal sentence. (Giữ nguyên thì của động từ và chỉ thay đổi trật tự từ của câu
hỏi trực tiếp về dạng câu thường.)
 o Direct question: What time will you arrive?
o Indirect question: Could you tell me what time you will arrive?
If there is no question word, do not use do,does,did… as an auxiliary verb. Use “if”
or “whether” instead.(Với câu hỏi không có từ để hỏi, ta không sử dụng các trợ động từ
như do, does, did… nữa mà sử dụng “if” hoặc “whether” để thay thế.)
o Direct question:Did you stay in a hotel?
o Indirect question: I was wondering if you stayed in a hotel.
If there is a question word, use the same question word (what, when, where, etc.).
(Với câu hỏi có từ để hỏi như what, when, where…, ta sử dụng ngay những từ này trong
câu hỏi gián tiếp.)
o Direct question: How can I make a reservation?
o Indirect question: I would like to knowhow I can make a reservation.
 Useful expressions
a. Reservation inquiries:
- Let me check…
- Yes, we (still) have availability.
- I can offer you…
b. Make reservations:
- I’d like to make a reservation.
- How many guests…?
- There are … rooms available.
- Could you give me a credit card number?
- I need … to guarantee the reservation.
- Could you tell me the expiry date, please?
- We look forward to seeing you …
c. Changing and cancelling reservations:
- Could you tell me your name and the reservation number, please?
- I’ve changed that [the reservation] for you.
- Would you like me to [send you a confirmation email]? = Shall I + V?
 - I’ve cancelled your reservation for you.
- There’s no cancellation charge.
- You’ve cancelled within/outside the cancellation deadline.
A.6.3. Reading
Read the following reservation policy and fill in the blanks the missing words
with ONLY ONE WORD AND/OR NUMBER.

AMIGO HOTEL
RESERVATION POLICY
Check-in after 3PM.
Check-out at 12PM.
Must be 21 or older to book a room.
Please note that for security purposes, you will be asked to provide a valid government or
state-issued photo ID at check-in.
Guarantee Policy:
Reservation must be guaranteed by a major credit card at the time of booking. Card will
not be charged until time of departure.
Cancellation Policy:
Please let us know by 3PM EST 24 hours before the check-in date if you need to cancel
– if we don’t hear from you, we’ll need to charge one night’s room and tax to your
credit card.
Non refundable Cancellation Policy:
This reservation requires full pre-payment and is non-cancellation and non-refundable. We
will charge the full amount of the reservation to the credit card you used to make the reservation
shortly after the reservation is made.
Maximum Room Occupancy:
2 people per room only, except in Double and Loft Suite rooms in which no more than 4
people per room allowed with existing bedding. There’s a $45/night charge for rollaway beds,
and they are based on availability; please check with us if you’d like to request one (taxes not
included). Cribs are free, based on availability.
 * Your reservation includes complimentary wireless internet. Off-site parking is available
at a discounted rate.
* All rooms are completely non-smoking. If you light up inside the hotel, we must charge a
$250 smoking fee to your credit card, plus taxes.

1. Guests must be over....... to make reservations in the Amigo Hotel. (21)

2. Reservation will be charged on credit card at the time of ..........

(Departure)
3. In case of reservation cancellation, guests cannot get the full ..........back.
(Pre – payment)
4. There are maximum 4 people per............ room or Loft suite room. (Double)
5. Guests must pay............... and taxes if they smoke in the hotel room. ($250)
A.6.4. Writing
Write an email to make your hotel reservation using the following information.

Check-in date: September 19

Check-out date: September 25
Number of guests: 2 (you and your daughter)
Number of rooms: 1
Room preferences: non-smoking with ocean view
Number/ size of beds: 2 queen-size beds

Sample form:

From:

To:

Dear……,
Best regards
 …………….

A.7. Giving direction indoors

* Warm up
Work in pair. Practice asking for and giving directions about the situation:
Visitor: Needs to find the food court from the main entrance.
Guide: Gives directions from the main entrance to the food court.
Note:
 Make a conversation in 5 minutes
 Make a video recording of your conversation and upload the file on Youtube
A.7.1. Vocabulary
1. Go across /ɡəʊ əkrɒs/: Sang đường
Eg. Go across Oxford Street.
2. Go along /ɡəʊ əˈlɒŋ/: Đi dọc
Eg. Go along the road.
3. Go down /ɡəʊ daʊn/: Đi xuống
Eg. Go down the stairs.
4. Go past /ɡəʊ pɑːst/: Đi qua

Eg. Go past the bank.

5. Go straight /ɡəʊ streɪt/: (vp) Đi thẳng
Eg. Go straight on Elm street.
6. Go up /ɡəʊ ʌp/: Đi lên
Eg. Go up the stairs.
7. Go over /ɡəʊ ˈəʊvə(r)/: Đi lên trên
Eg. Go over the bridge.
8. Take the second left /teɪk ðə ˈsekənd left/: Rẽ trái ở ngã rẽ thứ hai
 Eg. Take the second left, you will see the bookshop on the right.
9. Take the second right /teɪk ðə ˈsekənd raɪt/: rẽ phải ở ngã rẽ thứ hai
Eg. Take the second right, the café is right at the corner.
10. Turn left /tɜːn left/: Rẽ trái
Eg. Turn left at the crossroads, and the restaurant is on the left.
11. Turn right /tɜːn raɪt/: Rẽ phải
Eg. You will see the camp after turning right at the end of the road.
12. Crossroads /ˈkrɒsrəʊdz/: (n) Ngã tư
Eg. At the next crossroads, turn right.
13. Roundabout /ˈraʊndəbaʊt/: (n) Vòng xuyến
Eg. Go round the roudabout.
14. Traffic lights /ˈtræfɪk laɪts/: Đèn giao thông
Eg. Turn left at the traffic lights.
15. T-junction /ˈtiː dʒʌŋkʃn/: ngã ba
Eg. At the T-junction, turn left.
16. Street /striːt/: Đường, phố
Eg. Hanoi University of Industry is on Nhon street.
17. Avenue /ˈævənjuː/: đại lộ
Eg. The store you want to find is on the Fifth Avenue, Hoan Kiem District.
A.7.2. Grammar
Useful expressions
1. Asking the way

Làm ơn cho tôi hỏi khách sạn nằm ở

 Excuse me, where’s the hotel?
đâu?

 Excuse me, can you tell me the Bạn làm ơn chỉ đường cho tôi đến
way to the hotel? khách sạn?

 Excuse me, how can I get to the Bạn làm ơn chỉ đường cho tôi đến
 hotel? khách sạn?

 Is there a hotel near here? Có khách sạn nào ở gần đây không?

 Can you please direct me to the Bạn làm ơn chỉ đường cho tôi đến
hotel? khách sạn?

Bạn có biết khách sạn nằm ở đâu

 Do you know where the hotel is?
không?

 Can you show me the way to the Bạn làm ơn chỉ đường cho tôi đến
hotel? khách sạn?

2. Giving directions

 Turn left/ right Rẽ trái/phải

 Take the first/second turning on the

Rẽ trái/phải ở ngã rẽ đầu tiên/thứ hai
left/right

 Go straight ahead Đi thẳng về phía trước

 Go up/down the hill Đi lên/xuống dốc

 Go/Walk along the road to the

Đi theo đường này tới đèn đỏ
traffic lights

 Turn left/right at the crossroads Rẽ trái/phải ở ngã tư

 Go round the corner/roundabout Đi vòng theo góc phố/vòng xuyến

 Go past the bookshop Đi qua hiệu sách

  Go across Oxford Street Băng qua đường Oxford

A.7.3 Reading
A.7.3.1. Read the conversation. Choose the best answer to each question
Mr. Jones: Hello, Mrs. Adams. Please tell me how do I get to your house?
Mrs. Adams: Are you coming by car, bus or by train?
Mr. Jones: I will be coming by car. Could you tell me the easiest way of getting to
yourhouse, please?
Mrs. Adams: Take the M6 to London and need to come of at junction 78.
Mr. Jones: London, could you spell that for me, please?
Mrs. Adams: L - O - N - D - O - N
Mr. Jones: Thanks.
Mrs. Adams: OK, then turn right at the roundabout and take the second right my house is
on the left next to the local pet store.
Mr. Jones: Is that the quickest way of getting to yourhouse?
Mrs. Adams: Yes, it is the quickest way by car.
Mr. Jones: Would it be possible for you draw me a map please. I don't know the area very
well as I am from Blackburn.
Mrs. Adams: Yes, I will draw a map and send you a copy in an email with some
directions we have just talked about.
Mr. Jones: Thank you so much.
Mrs. Adams: You are welcome.
1: How is Mr. Jones going to Mrs. Adams’s house?
a. by car
b. by bus
c. by train
d. by taxi
2: What is the fastest way of getting to her house?
a. by taking the train
b. by taking a bus
c. by walking
d. by driving
3: Where is Mrs. Adams’s house?
a. It’s next to the local store.
b. It’s next to the local pet store.
c. It’s near the local store.
 d. It’s in opposite the local pet store.
4: What does Mr. Jones ask Mrs. Adams to do for him?
a. send him an email
b. give him a map
c. draw a map for him
d. send him a copy of a map
5: What will Mrs. Adams offer to do for Mr. Jones?
a. send him a copy of a map on the Internet
b. send him a map and some directions on the Internet
c. drive him to her house
d. send him a letter
A.7.3.2. Read the text and choose the best answer for the following questions.
Dear Roz and Tim,
Here are some directions to our house for next weekend. When you leave the motorway,
turn right at the roundabout- it’ll say university and city center. Keep on that road for
about two kilometers until you come to a big petrol station with a blue and yellow sign.
Turn right there and go over the bridge. Just after you’ve crossed the river, you’ll see the
hospital on your left. Take the second turning on the left after that- it’s called Museum
Street. We’re at number 54.
See you on Saturday,
Love, Sharon and Eduardo
1: How far is it from the university to a big petrol station?
1. 2 km
2. 2 m
3. 0,2 km
2: Where are you after taking the second turning on the left?
1. at hospital
2. at 54, Museum Street
3. near the river
3: When does Roz and Tim come to Sharon and Eduardo’s house?
1. next Saturday and Sunday
2. next Monday
3. next Friday
A.7.4. Writing
Write a short paragraph to give directions from your school to the nearst post
office/ church/ railway station on your notebook.
 Note: You should write in about 200-250 words
A.8. Hotel check – in
* Warm up
 Work with a partner. Role play the situation below.
Student A: You are a guest. Call the Mercury Hotel. Book a twin room for the night of 27
May for you, and your five-year-old daughter. Find out if the room has showers and air-
conditioning, and if the hotel has a restaurant. If so, book a table for two at 7.30 p.m.
Your name is Francis/Frances Lyon and you will arrive at about 7.00 p.m. Your mobile
number is 0778468291.
Student B: You work at reception in the Mercury Hotel. Take this phone reservation.
Remember to ask for confirmation in writing.
 All rooms have air-conditioning, and Internet access
 All bathrooms have baths and showers
 There is a private car park and a restaurant
Note
 Have a conversation in about 3 minutes
 Make a video recording of your conversation and upload the file on Youtube
 Copy the link and paste it in the box below
A.8.1. Vocabulary
1.Room key /ruːm kiː/: Chìa khóa phòng
Eg. Here’s your room key!
2.Reservation /rezəˈveɪʃn/: Đặt phòng
Eg. You should make a reservation in advance.
3. Reservation number /rezəˈveɪʃn ˈnʌmbə/: Mã đặt phòng
Eg. The man is telling the front-desk clerk his reservation number to check in.
4.Single room /ˈsɪŋɡl ruːm/: Phòng đơn
Eg. I’d like to book a single room with a lake view.
5. Double room /ˈdʌbl ruːm/: Phòng đôi
Eg. I would like to reserve a double room for four nights from 3 to 6 April.
6. Twin room /twɪn ruːm/: Phòng đôi (có hai giường đơn)
Eg. The customers would like to reserve a twin room for his children.
7. Smoking room /ˈsməʊkɪŋ ruːm/: Phòng hút thuốc
Eg. The guest would like to reserve a smoking room.
8. Non-smoking room /nɒn ‘sməʊkɪŋ ruːm/: Phòng không hút thuốc
Eg. Our hotel has some non-smoking rooms available.
9. Vacancy /ˈveɪkənsi/: Phòng trống
Eg.Ask the hotel if it has a vacancy next weekend.
10. Assign / əˈsaɪn/: Phân bố phòng
Eg. The two large non-smoking rooms have been assigned to us.
Registration form /ˌredʒɪˈstreɪʃn fɔːm/: Mẫu đăng kí
Eg.Could you please fill in this registration form?
11.Damage deposit / ˈdæmɪdʒ dɪˈpɒzɪt/: Khoản tiền đặt cọc hư hại
Eg. Damage deposit will be collected at the time of check-in.
12. Length of stay / leŋθ əv steɪ/: Thời gian lưu trú
Eg.Could you tell me your length of stay, please?
13. Cash /kæʃ/: Tiền mặt
Eg.Payments can be made by card or in cash.
14.Stain /steɪn/: Vết bẩn
Eg. The guest dropped his cup of coffee and left a stain on the carpet.
15. Carpet /ˈkɑːpɪt/: Tấm thảm
Eg. Guests should be careful not to spill drinks on the carpet.
16. Increasingly (adv) /ɪnˈkriːsɪŋ li/: Càng ngày càng
Eg. Self check-in service is increasingly popular at Chopin Airport.
17. Directly (adv) /dʌɪˈrektli/: Một cách trực tiếp
Eg. A taxi picked him up from the airport and drove directly to his hotel.
18. finally /ˈfaɪnəli/: Cuối cùng
Eg. Finally, I would like to say thank you for coming to our hotel.
19. Available /əˈveɪləbl/: Có sẵn
Eg. Let me check if there is a room available.
Accept /əkˈsept/: Chấp nhận/ đồng ý
Eg. I decided to accept this kind of room.
Replace /rɪˈpleɪs/: Thay thế
Eg. You shouldn’t miss your meals and replace them with only snacks.
walk-in guest /ˈwɔːk in ɡest/: khách vãng lai
Eg.Our hotel has two double rooms available for walk-in guests, who do not make the
reservations in advance.
A.8.2. Grammar
1. Expressions for hotel reservations.
 I’d like to book / reserve a room, please.
 Do you have a double room for next Wednesday?
 How many nights is it for?
 Yes, we have a double room available.
 Could you send me an email or a fax to confirm your reservation?
2. Expressions for check-in
Confirm reservation information and find an available room
 I’d like a room, please.
 Do you have a reservation?
 I have a reservation
 What name is the reservation under?
 Your reservation is for a …. room.
 Would you prefer a smoking room?
Room assignment and registration
 Could you fill in this form, please, and sign here?
 Your room number is…
Issue room key
 Here’s your key.
 Here’s your keycard.
Handle luggage
 Have you got a suitcase?
 The porter will take your luggage
Other requests
 Could/Would you…?
 Would you like me to…?
 Do you need anything else?
 Could I have an early morning call, at 6.30?
3. Prepositions of time (Revision)

in on at from … to…

Month: in Day of the week: on

January / in April Monday / on
Season: in spring / Saturday
Clock time: at 8.30
in winter Day and part of
a.m. / at 7 o’clock
Year: in 1984 / in day: on Tuesday
Festival: at Marking a period
2015 morning / on Friday
Christmas / at of time: from 12.00
Time of the day: in afternoon
Easter to 3.00 / from 2001
the morning / in Date: on
st Exceptions: at to 2004
the afternoon / in 1 September / on
night / at the
the evening 10th July
weekend
Period of time: in Special day: on my
an hour/ in two birthday / on New
weeks Year’s Eve

4. Possessive adjectives (Revision)

Modify the noun following it in order to show possession.
Examples: I'll get my bag.
Is this your luggage?

Subject pronoun Possessive adjective

 I my

You your

We our

They their

He his

She Her

It Its

A.8.3. Reading
Read the correspondence about restaurant reservations and complete the tasks
below.

A.
4 July, 2014
Ms Dorothy Spencer
123 Pine Avenue
Newtown NN3 9DN
Dear Ms Spencer,
In reply to your fax received, I am happy to confirm your booking for the nights of 4
December to 9 December. We have reserved a double room on the second floor, with
bathroom, balcony and sea view. The price per night is $120 including evening meal
and breakfast.
Please contact us if you have any other requirements.
We look forward to welcoming you on Sunday, December 4.
Your sincerely,
Rupert Meyer
Reservation Manager

B.
Dear Ms Werner,
Following our conversation yesterday, could you please book me a double room for
three nights as from next Thursday 12th November? I attach details of my company
and contact information. I look forward to seeing you.
Best regards
Peter Simpson

C.
October 15, 2010
Accommodation Manager
Grand Prince Hotel
1629 Byers Lane
Redding, CA 9601
Dear Sir,
I would like to make a reservation of a double bed deluxe room in your hotel, Grand
Prince, for the dates November 28-30, 2010.
This reservation is to be under my name. I shall be arriving with my family,
comprising my husband, Mr. James Massey and my child below 10 years old. I would
also like to reserve an extra bed for my child. We shall be arriving on November 28 at
2pm. We hope that the room will be available for us then.
Settlement of payment shall be made in full upon our arrival.
Please respond with a confirmation on my reservation. Please feel free to contact me
the soonest possible for any clarifications.
Thank you in advance.
Your sincerely,
Amanda Jacobs

D.
22 April, 2013
Mrs Rita Potter
123 Oakdale Road
Shelbyville
 Dear Mrs Potter,
Thank you for your call earlier today. I am writing to you now to confirm your
telephone booking for two double rooms here from July 14 to 24 (10 nights). The two
rooms are on the third floor. There is a connecting door and the rooms have balconies
with sea views.
The price of the accommodation is $90 per person per night for half board. This
includes taxes and service.
In case you are interested, I enclose a brochure about the hotel. This tells you all you
need to know about the hotel and what it has to offer.
Please let us know if you plan to arrive at the hotel after 7 o’clock.
We look forward to welcoming you on July 14.
Yours sincerely,

A. Skim the correspondence above and answer the following questions.

(1) Which one is a hotel booking? (write in order as they appear)........A
and .......D
(2) Which one is a confirmation of reservation? (write in order as they appear)......B
and .....C
B. Now fill in blanks with phrases used in the correspondence.
Starting
 (3)........ (our conversation yesterday…) (Following)
 (4) ......... (your fax received…) (In reply to)
 Thank you for (your call earlier today…)
Saying why you’re writing
 (5)........ to you now (to confirm your telephone booking…) (I am writing)
 I am happy (to confirm your bookings for the nights…)
Requesting
 Please (6) ............ (if you intend to …) (Let us know)
 Please respond (with a confirmation on my reservation…)
 I (7) .......... (make a reservation for two…) (Would like to)
 (8) ........... (book me a double room…)? (Could you please)
Attaching documents (email)
 (9) ....... details of my company and contact information… (I attach)
Enclosing documents (letter)
 I enclose a brochure about the hotel…
Ending
 (10) .......... if you have any other requirements…(Please contact us)
 Please let us know (if you plan to arrive…)
 Please (11) .......... me the soonest possible for…(Feel free to contact)
 We (12)....... to welcoming you…(Look forward)
 Thank you in advance.
A.8.4. Writing
Complete the following correspondence with suitable phrases given below.

I attach Please respond

Please let us Following
I am happy I enclose
Could you please In reply to
I am writing Thank you for

To: Charles Hotel From: Mark Grady

Dear Ms Novotna,
(1) ...... our phone conversation today, (2) ....... reserve ten single rooms and three twin-
bedded rooms for our seminar participants for Friday 18 and Saturday 19 September?
(3) ....... details of meal and refreshment requirements.
(4) ........ with a confirmation on my reservation.
Thank you in advance.
Best regards
Mark Grady
Partner, Global Training
P.S. Please can you fax me a map of the city centre.

To: Global Training From: Eva Novotna

Attn: Mark Grady Date: 4 August
Subject: Room reservation No. of pages: 2
Dear Mr. Grady,
(5) ............your email received today. I apologize for the delay in replying.
(6)......... to confirm we have reserved ten single rooms and three twin-bedded rooms
as requested, for Friday 18 and Saturday 19 September.
I look forward to welcoming you to our hotel.
Best regards
Eva Novotna
P.S. I hope the map on page 2 of this fax is clear.

22 April, 2011
Henry Beaumont
144 Riverside Drive
Springfield
Dear Mr Beaumont,
(7)......... your fax received yesterday, (8) ............ to you now to confirm your
reservation for two adjoining double rooms with bath for the nights of July 14 to 23.
Both rooms have a sea view and are on the fourth floor of the hotel.
The cost of half board (modified American plan) is $85 per person per night, including
taxes and service.
(9) .......... two brochures describing our hotel and its facilities. If you have any
questions, we shall be pleased to answer them.
(10) ............. know if you are arriving at the hotel later than 7pm.
We look forward to welcoming you to the Bellevue on July 4. We hope you will enjoy
your stay with us.

Keys
1. Following
2. Could you please
3. I attach
4. Please respond
5. Thank you for
 6. I am happy
7. In reply to
8. I am writing
9. I enclose
10. Please let us
A.9. Hotel facilities and services
* Warm up
Work with a partner. Make a conversation about a hotel’s business centre.
Student A: You are a guest staying at the Seaside Hotel and you are going to hold a
conference with your clients. Ask B what facilities there are in the business centre.
Student B: You are a receptionist at the Seaside Hotel. Your hotel guest wants to ask you
what facilities there are in the business centre. Look at the information in the table and
answer the guest’s questions.

Note
 Have a conversation in about 3 minutes
 Make a video recording of your conversation and upload the file on Youtube
A9.1. Vocabulary
1. Minibar /ˈmɪnibɑː(r)/: tủ lạnh nhỏ trong phòng khách sạn
Eg. The guest is taking a bottle of water from the minibar.
 2. satellite TV [‘sætəlait ,ti: ‘vi:]: TV vệ tinh
Eg. The hotel offers satellite TV in every room with a wide variety of movies and
channels.
3. direct-dial telephone /daɪˈrekt ˈdaɪəl ˈtelɪfəʊn/: điện thoại kết nối trực tiếp không
qua tổng đài
Eg. Every room has a direct-dial telephone for guests to make phone calls.
4. heating /ˈhiːtɪŋ/: (n) hệ thống sưởi
Eg. The hotel turns off its heating between 11 AM and 7 PM during summer to save
energy.
5. toiletries /ˈtɔɪlətriz/: (n) các vật dụng vệ sinh cá nhân
Eg. In the bathroom, guests can find all necessary toiletries including soap,
toothpaste, shampoo, etc.
6. en suite /ˌɒ̃n ˈswiːt/: (a) gắn liền với phòng ngủ
Eg. Each bedroom in the hotel has an en suite bathroom.
7. shower room /ˈʃaʊə(r) ruːm/: phòng tắm vòi sen
Eg. The guest would like to reserve a double-room with en suite shower room.
8. tennis court /ˈtenɪs kɔːt/: sân quần vợt
Eg. Luxurious hotels offer their guests various leisure facilities such as indoor
pools, tennis courts, games rooms, etc.
9. golf course /ɡɒlf kɔːs/: sân golf
Eg. Business travelers often choose hotels with a golf course where they can both
relax and do businesses.
10. conference room /ˈkɒnfərəns ruːm/: phòng hội nghị
Eg. Companies often rent a large conference room at a hotel to hold their annual
meetings.
11. disabled facilities /dɪsˈeɪbld fəˈsɪlətiz/: trang thiết bị dành cho người khuyết tật
Eg. Nowadays, most hotels have disabled facilities to assist these special guests
during their stay.
12. valet service /ˈvæleɪˈsɜːvɪs/: dịch vụ đỗ xe
Eg. This hotel offers parking spaces and valet service to all guests.
 13. porter service /ˈpɔːtə(r)ˈsɜːvɪs/: dịch vụ vận chuyển hành lý
Eg. Porter service is available at an additional charge to help carry guests’ luggage
to their rooms.
14. 24-hour room service /ˌtwenti fɔːr aʊə ruːm ˈsɜːvɪs/: dịch vụ phòng 24-giờ
Eg. With 24-hour room service at this hotel, guests can have meals in their room at
any time.
15. laundry service [‘lɔ:ndri ‘sə:vi: dịch vụ giặt là
Eg. If guests want to have their clothes cleaned while staying at the hotel, they can
call for laundry service.
16. dry-cleaning /draɪ ˈkliːnɪŋ/: (n) giặt khô
Eg. Every hotel offers laundry service including dry-cleaning to their patrons.
17. business service /ˈbɪznəs ˈsɜːvɪs/: dịch vụ văn phòng
Eg. The hotel has a business center where guests can ask for business services
such as fax and photocopying.
18. express checkout /ɪkˈspres ˈtʃekaʊt/: dịch vụ trả phòng nhanh
Eg. Express checkout enables guests to check out quickly by just dropping the
room key at the reception.
A9.2. Grammar

Adjectives Comparatives Superlatives

Add “-er”
Add “-est”
tall --> taller
One-syllable adjectives tall -->tallest
cheap -
cheap -->cheapest
>cheaper

Put “more” before the adjective. Put “most” before the adjective.
Two-and three-syllable
boring -->more boring boring -->most boring
adjectives
beautiful -->more beautiful beautiful -->most beautiful

Two-syllable adjective Change “-y” to “-ier” Change “-y” to “-iest”

ending in- “y” happy -->happier happy -->happiest
 pretty -->prettier pretty -->prettiest

Adjectives ending in “- Add “-r” Add “-st”

e” nice -->nicer nice -->nicest

Double the consonant and add “-

Adjectives ending in one Double the consonant and add “-er”. est”.
vowel and one big -->bigger
big -->biggest
consonant hot -->hotter
hot -->hottest

S + to be + THE
S + to be + comparative +
+ superlative adjective
than + N/ Pronoun
Example:
Usage Example:
- This room is the most
- The room rates in the Hilton hotel are
expensive in the Saint Point
higher than in the Royal hotel.
Hotel.
- In our hotel, the rooms are more
- In this town, the Patrikt hotel
spacious than those in your hotel.
is the best.

Irregular adjectives

Notes:
- We can use a comparative adjective with than all the others/ any/ anything/ ever to
compare one person or thing with every other thing in the same group:
 In our hotel, this TV is more expensive than all the others.
 This is a better price than any of the others.
- We don’t have to mention the second part of the comparison when we can understand it
from the rest of the sentence:
 The other hotels are modern but the Hilton hotel is a bit more modern.
- We can add more detail to the comparatives using much, far, a bit, a lot, a
little or possessive adjectives (my, our, his, her, their, your, its)
 The rooms in the Sand Beach Hotel are much more expensive than in the others
in this area.
 Our hotel is far older than your hotel.
- Superlatives are often used with the present perfect + ever:
 This is the most luxurious hotel Mr.John has ever stayed.
- To say two things are equal, use “as + adjective + as”.
E.g.We want the atmosphere to be as friendly and informal as before.
- To make a negative comparison, we use “not as + adjective + as”.
Bedrooms in two-star hotels are not as spacious as in four-star hotels.
Note:When A = B, we use “the same as”
E.g.The room rates in Hilton Hotel are the same as the cost of rooms in Western Hotel.
 Expressions for enquiry
- Can you tell me a little about the hotel?
- Can/ May I have some information about the hotel/ hotel facilities?
- What facilities do you have in the hotel?
 Asking about hotel facilities
- Have you got…………..?
- Do you have …………… in your hotel?
 Telling guests about the hotel facilities
- There is/ are………………… in our hotel.
- The hotel has ……………….
- We offer our guest the best sea view in this area.
- We have ………………..
A9.3. Reading
A.9.3.1 Read the details of these fictional hotels.Choose the hotels A-F to match the
statements 1-10.
 Statements Hotels

1. You can prepare something to drink in the room. E

2. It’s cheap. C

3. It offers rooms of different standards. F

4. It’s well located for someone attending an exhibition. D

5. It’s close to the underground. A

6. You won’t be cold in your room. E

7. It’s in good position if you are a fan of the British Royal

B
family.

8. It’s suitable if you travel with your friends. C

9. It’s in the centre of London. F

 10. It’s good for shopping on a rainy day. B

A.9.3.2. Read the following letter, then decide if each of the following statements
is True (T) or False (F).

Dear Sir / Madam,

We are writing to complain about our holiday in Venice. We stayed in the “four-star”
Hotel Rialto in June. The travel agent told us it would be fine at that time of year, but it
was not “sunny”: it rained every day and the streets were flooded. As a result, we
couldn’t walk about the famous streets of Venice.
Your brochure said that “rooms overlook a canal” but our room overlooked a narrow
street with a view of a brick wall. Your brochure also said the hotel had beautiful
antique Venetian furniture – our room only had an uncomfortable bed and an old chair.
When we complained to the receptionist, she offered us a suite – at an additional
charge!
In a four-star hotel, I expect to find a satellite TV, but there wasn’t one in our room.
When we asked the receptionist, she said there weren’t any TVs in the hotel and that
we could watch TV at home. In addition to all these problems, room service was too
slow.
In conclusion, our holiday to Venice was ruined by all these inconveniences. We are
very unhappy with the service we received and we would like our money back. We
await your reply and our compensation.
Yours faithfully,
Peter and Amy Harrison

…F…1. Mr. and Mrs. Harrison was satisfied with the hotel where they stayed.
…T…2. They did not expect that it would rain a lot during their stay in Venice.
…T…3. They stayed in the hotel most of the time.
…F…4. From their room, they had a nice view of the canal.
…T…5. The furniture in the room was not as described in the brochure.
…F…6. The hotel agreed to move them to a nicer room free of charge when they made a
complaint.
…F… 7. They found a satellite TV in the hotel public area.
…T…8. They had to wait a long time to have room service.
…T…9. The couple wanted the hotel to compensate for its poor service.

A9.4. Writing
Describe a famous hotel. You can use the suggested questions.
What is the name of the hotel?
Where is it located?
What facilities does it have?
What services does it offer?
How is the hotel staff?
Do you like this hotel?
You should write in about 200-250 words.
A.10. Chamber and laundry services
* Wram up
1. Work in pairs. Role-play the conversation between Mr. Brown (G) and the valet
(V).

Scene: Hearing someone knocking at the door, Mr. Brown (G). It is the valet (V)

V: Excuse me, sir. Have you got any laundry?

G: Yes, I have.

V: Would you please fill in the laundry list first?

G: Where is it?

V: It's in the drawer of the writing desk.

G: Fine. Here it is.

V: Please give me your laundry bag. One shirt, one coat, a pair of socks and a pair of
trousers. There are 4 pieces all together.

G: There is a stain on my coat. Can you remove it?

V: We'll do our best, but we can't guarantee anything.

G: It's all right. I'd like to have my coat dry-cleaned.

V: Yes, I see.

G: When will they be ready?

V: At about 5:00 p.m. tomorrow.

G: All right. Thank you.

V: You are welcome.

Example:

A10.1 Vocabulary
1. valet service /ˈvæleɪˈsɜːvɪs/: dịch vụ đỗ xe
Eg. This hotel offers parking spaces and valet service to all guests.
2. porter service /ˈpɔːtə(r)ˈsɜːvɪs/: dịch vụ vận chuyển hành lý
Eg. Porter service is available at an additional charge to help carry guests’ luggage to
their rooms.
3. 24-hour room service /ˌtwenti fɔːr aʊə ruːm ˈsɜːvɪs/: dịch vụ phòng 24-giờ
Eg. With 24-hour room service at this hotel, guests can have meals in their room at any
time.
4. laundry service [‘lɔ:ndri ‘sə:vis]: dịch vụ giặt là
Eg. If guests want to have their clothes cleaned while staying at the hotel, they can call
for laundry service.
5. dry-cleaning /draɪ ˈkliːnɪŋ/: (n) giặt khô
Eg. Every hotel offers laundry service including dry-cleaning to their patrons.
6. business service /ˈbɪznəs ˈsɜːvɪs/: dịch vụ văn phòng
Eg. The hotel has a business center where guests can ask for business services such as fax
and photocopying.
7. express checkout /ɪkˈspres ˈtʃekaʊt/: dịch vụ trả phòng nhanh
Eg. Express checkout enables guests to check out quickly by just dropping the room key
at the reception.
8. brochure /ˈbrəʊʃə(r)/: (n) sách giới thiệu
Eg. Could you send me a brochure of your hotel?
9. patron /ˈpeɪtrən/: (n) khách = guest
Eg. Patrons enjoy staying at this hotel because of their good services.
10. standard /ˈstæn.dəd/: (n) tiêu chuẩn
Eg. The Hilton always aims to maintain the highest standards of service.
11. comfort /ˈkʌmfət/: (n) sự thoải mái
Eg. The hotel offers a high standard of comfort and service.
12. luxurious /lʌɡˈʒʊəriəs/: (a) sang trọng, lộng lẫy
Eg. Luxurious hotels like the Ritz Carlton or Hilton are the number-one choices by
multinational companies for their important conferences.
13. high-class /haɪ-ˈklɑːs/: (a) cao cấp
Couples often choose to stay at a high-class hotel during their honeymoon.
14. exceptional /ɪkˈsepʃənl/: (a) khác biệt, đặc sắc
Eg. This hotel is famous for its exceptional facilities and services.
15. spacious /ˈspeɪʃəs/: (a) rộng rãi
Eg. The hotel rooms are spacious and comfortable.
16. extensive /ɪkˈstensɪv/: (a) rộng, rộng lớn
Eg. From the deluxe room, the guests can enjoy an extensive view of the city.
17. attentive /əˈtentɪv/: (a) quan tâm
Eg. The hotel staff are very friendly and attentive to every request from patrons.
18. efficient /ɪˈfɪʃnt/: (a) có năng lực, hiệu quả
Eg. The hotel offers efficient services, so it is very popular among travelers.
19. courteous /ˈkɜːtiəs/: (a)Lịch sự, nhã nhặn
Eg. The hotel manager requires all staff to be courteous and attentive when talking with
guests.
20. professional /prəˈfeʃənl/: Chuyên nghiệp
 A10.2. Grammar
have something done
Use have something done to say that someone is doing something for you. Often it's a
service that you pay an outside person or company for. Use the appropriate tense of have
+ object + past participle.
Examples
The hotel's having all the upholstery replaced soon.
We have the outside windows done once a month.
The housekeeper had all the carpets on this floor shampooed last week.
Note the negative and question form.
We haven't had the upholstery replaced yet.
Are you having the windows done today?
A10.3. Reading
Read the text carefully then answer the questions.
1. Dirty linen is a potential safety hazard. Identify the occasions when this is so. List a
procedure to avoid this happening.
2. Why is it important to collect everything you need, before you make up your section of
room?
3. Why is it important to wash your hands after handling dirty linen?
Care of Linen
It is important to take care when dealing with clean and dirty linen in order to maintain
high standards of hygiene and appearance and for all guests of the hotel. As you can
imagine, dirty or untidy linen in a hotel will affect the way in which guests view the
standards of cleanliness and hygiene in the hotel. From the hotel's point of view, linen is
expensive and requires proper care to avoid it getting damaged.
Handling and using Clean Linen
Linen is usually returned to Housekeeping within 24 hours after sending to laundry. The
generally recognized routine in the majority of establishments is an exchange of "one for
one". However, the house policy may provide for a different system. In other words, one
clean item is issued for each dirty item handed in.
Preparing the trolley, in the correct way at the beginning of the shift, can help you to
work with the linen efficiently and hygienically.
- A linen bag should always be attached to one side of the trolley for dirty linen.
- Make sure that the trolley shelves are clean before putting the sheets on them to prevent
contamination or wastage.
- Prepare clean linen for rooms according to the number of departures and room requiring
re-sheeting.
– Each size of sheet should be separated for easy identification when cleaning rooms.
- Include some spare sheets in case there is a need for replacement due to damage or
soiling.
- Linen should always be placed on the trolley with the fold facing out for easy access
and so that you can check that you have the correct numbers of linen.
Handling Dirty Linen
Care should be taken when handling dirty or soiled linen to avoid cross contamination but
also to prolong the life of the linen.
- Always put the dirty linen immediately into a linen bag specifically for that purpose.
It must never be mixed with the clean linen in case of cross contamination.
- Torn linen should be kept separate. You should tie a knot in a corner and send it to the
linen room with an explanatory note.
- Badly soiled or wet linen should be kept separate. You should tie a knot in a corner and
sent to the linen room with an explanatory note.
- Badly soiled or wet linen should be kept separate to avoid making the normal soiled
linen worse. Wet linen must be kept away from the dry linen as it can make it damp
which damages it with mould or mildew.
- All linen requiring special attention should be taken to the linen room as quickly as
possible with an explanatory note.
Preventing Cross-contamination
It is essential that you avoid cross contamination when dealing with clean and dirty linen.
You must not transfer bacteria from dirty linen onto clean linen.
- You must always wash your hands after dealing with dirty linen.
- Never allow clean linen to come into contact with dirty linen.
- Do not put linen near your face or your mouth, because of the potential risk of spreading
bacteria.
- As part of your personal hygiene routine you should always wash your hands after
smoking, visiting the toilet or disposing rubbish and before handling linen.
A10.5 Writing
fold air replenish dust flush squirt polish wipe

1. Match the verbs with the pictures and write what the room attendant is doing

1. She's airing the room.

2. He is folding the clothes
3. He’s squirting the toilet
4. She’s flushing the toilet
5. He is polising the sink
6. She’s replenishing shower gel
7. He is wiping the table
8. He is dusting the television
2. Put the words in the correct order to make instructions to a room attendant.
1. wipe/ can you/ with the blue cloth/ all the tiles?
Can you wipe all the tiles with the blue cloth?
2. there's anything/ be careful/ sharp/ in case
Be careful in case there's anything sharp
3. that/ it's/looks like/ always/ anything/ been used/ throw away
Always throw away anything that it looks like been used.
4. surfaces/ and damp/ start here/ all the/ wipe
 Start here wipe and damp all the surfaces
5. all the drawers/ and/ the inside/ dust/ of/ the wardrobe shelf
Dust all the drawers and the inside of the wardrobe shelf
6. the bedspread/ so it's / just smooth/ straight/ now
Just smooth the bedspread so it's straight now
A11.1. A.11. Dealing with complaint
* Warm up
Work in pairs. Role-play this situation
Student A: You are the guest at the Crown Plaza hotel. You have some complaints
about the laundry to the receptionist.

Student B: You are the receptionist at the Crown Plaza hotel. A guest in room 5001
is calling to complain about the laundry problems.
 Apologize for the inconvenience
 Explain the hotel rules and how to compensate for the damaged items.
 Promise to deal with the problems at once
Notes:
 Have a conversation in 5 minutes
 Make a video recording of your talk and upload the file on Youtube
11.A.1. Vocabulary
1. Damage /ˈdæmɪdʒ/: Thiệt hại, hư hại
Eg. The library suffered bad damage in the fire.
2. Drain /dreɪn/: (v) xả nước, thoát nước
Eg. Water drains slowly because the hose is clogged.
 3. Inconvenience /ˌɪnkənˈviːniəns/: Sự bất tiện
Eg. We are sorry for any inconvenience.
4. maintenance /ˈmeɪnt(ə)nəns/: Sự bảo trì, bảo dưỡng
Regular maintenance helps your AC work well and productively.
5. Stain /steɪn/: làm dơ, làm biến màu
Eg. I hope it doesn't stain the carpet.
6. Ensure (in IT) /ɪnˈʃʊə(r)/: bảo đảm
Eg. A: I complained to Housekeeping yesterday, but they didn’t do anything about
it.
B: I’ll personally take care of this problem immediately. Please accept our
apology and I ensure that this will never happen again.
7. Flicker /ˈflɪk.ə r /: Lập lòe
Eg. The light flickered and turned off.
8. Smelly /ˈsmeli/: nặng mùi, hôi
Eg. Our room is very smelly because the toilet is stopped up.
9. shrink (v) /ʃrɪŋk/: co (vải)
Eg. I’d like my sweater washed by hand in cold water because it might shrink.
10. Tear /teə(r)/: xé, làm rách
Eg. After receiving my laundry, I recognize that there is a tear in my scarf.
11. Broken /ˈbrəʊkən/: Bị gãy, bị vỡ, bị hỏng
Eg. The floor in my room is covered with broken glass.
12. Out of order /aʊt əvˈɔːrdər/: Bị hỏng
Eg. The elevator is out of order, then you should use the stairs.
13. burn out (bulb) /bɜːrn aʊt/: cháy (đèn)
Eg. Three bulbs in my house burned out yesterday.
14. faucet /ˈfɔːsɪt/: (n) vòi nước
 Eg. The faucet in my room keeps dripping. Can I have someone fix it right away?
15. plumber /ˈplʌmə(r)/: (n) thợ sửa ống nước
Eg. The tap is broken. I want to have a plumber fix it.
16. repairperson /rɪˈpeə(r) ˈpɜːsn/: (v) thợ sửa chữa
Eg. I’ll send up a repairperson to check the air-conditioning in your room right
away.
17. fade /feɪd/: (v) phai nhạt màu
Eg. Mary is angry because her red shirt has faded after the laundry.
18. malfunction (n, v) /ˌmælˈfʌŋkʃn/: (n,v) không hoạt động
Eg. The hairdryer in my room is malfunctioning, so I cannot dry my hair.
19. Smear /smɪə(r)/: (v) làm bẩn, bôi bẩn
The carpet in our room is smeared with a lot of wine. It needs changing.
20. Spill /spɪl/: (v) làm đổ
Eg. My daughter spilled some milk on the sheet. Could I have it changed?
21. Stop up = block /stɒp ʌp/: (v) làm tắc nghẽn
Eg. Some rubbish got into the drain and stopped it up.
22. Allergic /əˈlɜːdʒɪk/: (a) bị dị ứng
Eg. My son is allergic to feather pillows, he keeps sneezing so please change to
another ones.
23. Damp /dæmp/: (a) ẩm ướt
Eg. I want to change room because our room is too damp and dirty.
24. stock (v) /stɒk/: cất trữ
Eg. The minibar is fully stocked, but some of the bottles have been filled with
something other than alcohol.
A11.2. Grammar
1.Giving complaints:
  I want to complain to …. about…
 I’m writing to complain about…
 I’d like to complain to your general manager about …
 This is really unacceptable.
 There is a problem with…
 I’m not happy with...
2.Dealing with complaints:
- I’m sure we can sort something out
- I’ll see to it straight away
- I’ll do that now
- I do apologize for….
- Please let me apologize for this problem on behalf of the management of our
hotel!
- I’m sorry about that.
- Thank you for bringing this matter to our attention
- We are very sorry to hear that…
- Please be assured that we will…
- Your satisfaction is our priority
- Please accept our apology and rest assured that this will never happen again
- I’ll contact … immediately
- I’ll report it to…
- I’ll send a repairperson to change it
- We can change you to another room
- She will take care of this matter.

3.Active form:
Use: The present perfect passive expresses and emphasized a previous action or
event that began in the past and continued up to the present and whose consequences
have implications for the present. (Thì hiện tại hoàn thành diễn tả và nhấn mạnh vào 1
hành động bắt đầu trong quá khứ và vẫn tiếp tục đến hiện tại; và những hành động mà kết
quả còn lưu đến hiện tại)
Examples:
I’ve just changed the sheets in your room.
The ceiling light in my room has burned out.
Form:

Affirmative
S + have / has + PII (past participle)
Form

Negative Form S + have / has + not + PII

Question Form Have / has + S + PII?

4.Passive form:
Use: Similar to the present perfect in the active voice (cách sử dụng giống như cách
sử dụng của thì hiện tại hoàn thành ở thể chủ động)
Examples:
The sheets in your rooms have just been changed.
The bathroom has not been cleaned.
Form:

Affirmative Form S + have / has + been + PII (past participle)

Negative Form S + have / has + not + been + PII

Question Form Have / has + S + been + PII?

5.“S + should + have + PII”:

Use: It is used to refer to something that was particularly possible or expected to
take place in the past (cấu trúc này được sử dụng để diễn tả những việc đáng lẽ ra nên xảy
ra trong quá khứ)
Example:
 The maid should have cleaned my room before I arrived. (Đáng lẽ ntgười hầu
phòng nên dọn sạch phòng trước khi tôi đến.)
6. “S + must have + PII”:
Use: It is used to make guesses about things that happened in the past with strong
reason or evidence. (Cấu trúc này được sử dụng để đoán về những việc đã xảy ra trong
quá khứ dựa vào những lí do hoặc bằng chứng rõ ràng.)
Example:
My sweater has shrunk in half. You must have washed it in hot water. (Áo len của
tôi đã bị co lại một nửa. Chắc chắn là bạn đã giặt nó bằng nước nóng.)
A.11.3. Reading
Read the following letter and then decide whether the sentences are true (T) or
false (F).

14 West Brompton Road

Wolverhampton
Warwickshire
The manager
Starway Tours, 121 – 123 City Road
London
Dear Sir,
I have recently returned from your Starway Five Nations Tour-ST 104/5. I am
very upset by the
tour and I have a number of comments about it that I would make.
In general, the food was extremely poor and the service was very slow. On a
number of occasions we had to wait over an hour for our meals. In your hotel, there
was a problem of overbooking. After a long and tiring journey, we discovered that this
hotel had no accommodation for us. We were transferred to another hotel on the
outskirts of the city. In your advertisement, you stated that all the hotels were located
in city center.
There were a number of travel delays during the tour, and on one occasion my
 luggage was left off the coach. I only got it back a day later.
Finally, I think your staff should have handled these problems in a better way.
Some of them were rather rude when complaints were made.
I feel that your company should consider an appropriate refund because of the
bad service that was provided.
Yours faithfully,
Muriel Smith (Mrs)

…F….1. Mr Muriel Smith only complained about food service in the hotel.
…T….2. There weren’t any rooms available when they checked in at the hotel.
…F…. 3. Her luggage was lost when she was travelling to another hotel on the
outskirts.
…T….4. The staff were impolite when handling complaints.
…T…. 5. She requests the company to give money back due to bad service.
A.11.4. Writing
Read the following complaint letter; then use the information and tips below
to write a reply to Harrison’s letter. You should write in about 150 - 180 words.
Dear Sir/ Madam,
We are writing to complain about our holiday in Venice. We stayed in the “four-star”
hotel Rialto in June. The travel agent told us it would be fine at that time of year, but it
was not sunny. It rained everyday and the streets were flooded. As a result, we couldn’t
walk along the famous streets of Venice.
Your brochure said that “rooms overlook a canal” but our room overlooked a narrow
street with a view of a brick wall. Your brochure also said that the hotel had beautiful
antique Venetian furniture – our room only had an uncomfortable bed and an old chair.
When we complained to the receptionist, she offered us a suite – at an additional charge!
In a four – star hotel I expect to find a satellite TV, but there wasn’t one in our room.
When we asked the receptionist, she said there weren’t any TVs in the hotel and that we
could watch TV at home. In addition to all these problems, room service was too slow.
In conclusion, our holiday to Venice was ruined by all these inconveniences. We are very
unhappy with the service we received and we would like our money back. We await your
reply and our compensation.
Yours faithfully,
Peter and Amy Harrison
*** Use the information and tips below to reply to Harrison’s letter
A.12. Flight reservations
* Warm up
Think about your hometowm or city and discuss these questions:
 Where is the nearest international aiport?
 Where is the nearest main train station?
 How do you get to the airport from your school, college or place of work by bus or
train?
 What routes would you take to the aiport and station by car?

A.12.1 Vocabulary
1. Airport /ˈeə.pɔːt/: sân bay
2. Transport /ˈtræn.spɔːt/ : vận chuyển
3. Fare /fer/ Giá vé
4. Train station /ˈtreɪn ˌsteɪ.ʃən/ : nhà ga
5. Departure time /dɪˈpɑː.tʃər/ /taɪm/ : giờ khởi hành
6. Flight /flaɪt/: chuyến bay, đường bay
7. Economy class /ɪˈkɒn.ə.mi ˌklɑːs/ : hạng rẻ nhất
8. Business class /ˈbɪz.nɪs ˌklɑːs/: vé thương gia
9. First class /ˌfɜːst ˈklɑːs/:vé hạng nhất
10. Ticket /ˈtɪk.ɪt/: vé, thẻ
11. Travel agency /ˈtræv.əl ˌeɪ.dʒən.si/: đại lý du lịch
12. Destination/,desti'nei∫n/: Điểm đến
13. Economy class /ɪˈkɑːnəmi klæs /: hạng bình dân
14. Transfer /trænsˈfɜː(r)/: (v) chuyển
15. Insurance /ɪnˈʃʊər(ə)ns/: Bảo hiểm
16. Reference number /ˈrefrəns ˈnʌmbə(r)/: số tham chiếu
17. Pick up /pik ʌp/: Đón
18. Ensure (in IT) /ɪnˈʃʊə(r)/: bảo đảm
19. Additional /əˈdɪʃ.ən.əl/: có thêm
20. Specific /spəˈsɪfɪk/ : (adj) cụ thể
21. Cab /kæb/: taxi
22. Layover /ˈleɪəʊvə(r)/: (n) thời gian tạm nghỉ
23. business class /ˈbɪznəs ˌklɑːs/: hạng thương gia
24. open ticket /ˈəʊpən ˌtɪkɪt/: vé ngỏ
25. Beforehand /bɪˈfɔːhænd/: (adv) (= in advance) sẵn. trước
26. independent travel/ˌɪndɪˈpendənt ˈtrævl/: du lịch tự do
27. Exceed /ɪkˈsiːd/: (v) vượt quá
28. round-trip /ˌraʊnd-ˈtrɪp/: khứ hồi
29. direct flight /daɪˈrekt flaɪt/: chuyến bay thẳng
30. connecting flight /kəˈnektɪŋ flaɪt/: chuyến bay chuyển tiếp
A.12.2. Grammar
 FLIGHT
- When would you like to leave?
- What are your departure and arrival dates?
- I haven’t decided my return day yet.
- I can give you an open ticket for the return trip.
 - Is this a direct flight to…?
- Will I need to take a connecting flight?
- Do I need to transfer?
- It’s a non-stop flight./ You don’t need to transfer on this flight.
- You’ll need to transfer in…
- Your ticket has been booked./ I have already booked a seat for you.
A.12.3. Reading
Read the extract from a travel agency training manual and complete the flow
chart with NO MORE THAN THREE WORDS. Write the answers into the blocks.

BOOKING PROCEDURE

ONCE THE client has signed the booking form, you must collect the appropriate deposit
payment. If the client pays in cash or by cheque, you should issue a receipt according to office
procedure and then forward this payment to the tour operator concerned.
However, if the client pays with a credit card, you should make sure he or she has
completed and signed the credit card section on the booking form. You may find also that
from time to time, the operator may want the client to sign a Standard Sales Voucher instead.
Of course, it is important for the client to take out insurance. If the tour operator’s
insurance is chosen, make sure the booking form is correctly completed and then add the
premium to the deposit.
Should the client decide on an alternative insurance policy or perhaps no insurance at all
(not to be advised), make sure this is properly noted on the booking form. Remember that if
you sell our own group’s travel insurance, you can earn up to 45 per cent commission.
Once the booking form has been signed, it should be sent to the tour operator
immediately. If the option expiry date is coming up soon, it is best to telephone and make
arrangements to extend to option so as to avoid any risk of the booking arriving too late.
When the tour operator receives the booking form, all the details such as flight reservations or
hotel rooms will be confirmed.
It is a good idea to note the date by which you should get the confirmation or the invoice
back- usually two to three weeks after the booking. It is also a good idea to make a note of the
date by which the client must make full payment (usually about six to ten weeks before
departure). When confirmation is received, you should check the details to make sure they are
the same as those in your file and on the photocopy of the booking form. Finally, the
confirmation should be sent to your client, highlighting the latest date for payment.
1. Booking form 3b. note
 2. apprppriate deposit payment 4a. make arrangements

2a. 4b. confirmation or invoice

a. issue a receipt
b. the tour operator 5. make full payment

2b. Standards sale vouchers 6a. check the details

3a. completed 6b. confirmation

A.12.4. Writing
Write an email to book a flight ticket for your trip using the following
information.
 Departure airport: Los Angeles International Airport
 Destination: Sydney, Australia
 Departure date: September 15th
 Return date: September 20th
 Type of ticket: return ticket, economy class

Subject: Ticket booking

Dear….
Yours sincerely,

A.13. Tourist information

* Warm up
Word in pairs. Tell your partner which country you
want to travel to and why.
A.13.1 Vocabulary
1. The Great Wall of China /ðə-ɡreɪt-wɔːl- əv-ˈtʃaɪnə/ : Vạn Lý Trường Thành
2. The Eiffel Tower /ðə-ˌaɪ.fəl ˈtaʊ.ər/ : tháp Ép - phen
3. Big Ben /bɪɡ ben/: Đồng hồ Big Ben
4. Dynasty /ˈdaɪnəsti/ : triều đại
Eg. Visiting the Temple of Literature you will discover historic buildings from the
Ly and Tran dynasties
5. Honor (v) /ˈɒnə(r)/ : vinh danh
Eg. The Temple of Literature is a reserved place that honor gifted students with
top graduation outcomes.
6. Doctorate /ˈdɒktərət/ : tiến sĩ
Eg. Originally the Temple of Literature was built to celebrate the doctorates with
the highest rank in the national examination.
7. Courtyard /ˈkɔːrtjɑːrd/: sân
Eg. The Temple of Literature has five courtyards that represent different historic
values.
8. Tombstone (n) /ˈtuːmstoʊn/: bia đá
Eg. The doctor names were listed on tombstones on tortoise backs.
9. Confucius(n) /kənˈfjuːʃəs/: Khổng Tử
Eg. Confucius was a Chinese teacher, editor, politician, and philosopher of the
Spring and Autumn period of Chinese history.
10. Confucianism(n) /kənˈfjuːʃənɪzəm/: Đạo Khổng
Eg. Confucianism is a religion based on the teachings of the Chinese philosopher
Confucius.
11. Pavilion /pəˈvɪliən/: đình
Eg. The second courtyard of the Temple of Literature stands out with Khue Van
Cac pavilion.
12. catch sight of /kætʃ -saɪt -əv/ /: bắt gặp hình ảnh
Eg. When visiting the Temple, you will catch sights of numerous students who
come and pray for luck in their examinations.
13. be dedicated to /bi-ˈdedɪkeɪtɪd-tu/: để tôn thờ
Eg. The fourth courtyard is dedicated to Confucius and his 72 honored students.
14. limestone zone /ˈlaɪmstəʊn-zəʊn/ : vùng đá vôi
Eg. Phong Nha Ke Bang National park is situated in a limestone zone of 2000 km2
in Quang Binh, Vietnam.
 15. Rock formation /rɒk-fɔːrˈmeɪʃn/: sự hình thành đá
Eg. Phong Nha is the most beautiful cave containing many fascinating rock
formations.
16. karst plateau /kɑ:st-plæˈtoʊz/: cao nguyên đá vôi
Eg. The karst plateau in Phong Nha-Ke Bang National Park, which was formed
400 million years ago, is the oldest one in Asia.
17. Masterpiece (n) /ˈmæstərpiːs/: kiệt tác
Eg. Phong Nha Cave is a masterpiece of naturewhich attracts a large number of
tourists every year.
18. The Temple of Literature /ðə-ˈtempl-əv-ˈlɪtrətʃə(r)/ : Văn Miếu Quốc Tử Giám
19. Phong Nha-Ke Bang National Park / ˈnæʃnəl-pɑːk/ : vườn quốc gia Phong Nha Kẻ
Bàng
20. Vietnam Museum of Ethnology: /Vietnam mjuˈziːəm-əv-eθˈnɒlədʒi/ /: bảo tàng
Dân tộc học
A.13.2 Grammar
* Advice
You ought to contact the police
You should contact the police
* Suggestions
You could (always) take a bus
You suggest take a bus
1. Match these sentences (1-7) with the advice/suggestions (a-g)

1. I can't find my passport. f. You could always take a bus

2. My wife is feeling very ill. a. You ought to contact the airline
3. How do I get to the airport? d. You ought to contact the police
4. Where can I change money on a c. I suggest you try your hotel
Sunday?
5. Are there any good French e. Then you should visit Buckingham
restaurants? Palace
6. I'm only in London for a day. g. You should take her to hospital
 7. I've lost my ticket. b. You could try La Belle Angele

KEY:

1–d 4–e 7–a

2–g 5–b 3–f 6–c

2. Work with a partner. Take turns to be a tourist and a tourist information officer in
a city you know. Ask for and make suggestions.
Ex:
Tourist information officer: Good morning! What can I help you?
Tourist: Hello! I have some time off for next week. I’m going to travel somewhere but I
don’t have any good ideas. Could you suggest me some beautiful places in Viet Nam?
Tourist information officer: Of course. How long is your vacation?
Tourist: Just 4 days
Tourist information officer: So, What do you think of Da Nang?
Tourist: Da Nang? I’ve never been there. Can you suggest me where to go in Da Nang?
Tourist information officer: You can go to Non Nuoc beach and visit Ba Na Hills. You
can also enjoy the view at Hai Van pass.

Tourist: Ohh, sounds great. So, Can you suggest me what to eat in Da Nang?
Tourist information officer: You can eat “banh Beo”, Quang noodles, “banh Canh’,..ect
Tourist: OK, Thank you.
Tourist information officer: You’re welcome.
1. Work in pairs. Make and give requests for information about your own capital
city, or the town you live in.
“We'd like to take the kids somewhere that's fun and educational. What can you suggest?"
"Im interested in modern art. Could you tell me where I can find the best collection of
paintings and sculpture?"
A: Excuse me. We’d like to take the kids somewhere that’s fun and educationel. what can
you suggest?
B: Of course. You can go to Vinke amusement park at Times City Ha Noi.
A: What’s there?
B: Vinke amusement park has career-oriented games such as Little Chef, fireman, etc., or
adventure games that require ingenuity such as mountain climbing. In Particular, you can
see and learn about the miniature ocean world with more than 30,000 species of animals,
sea creatures, etc., as well as other tropical creatures such as red centipedes.
A: How much is the entrance ticket?
B: Entrance ticket price from 170,000 VND to 200,000 VND
A: Oh, Thank you very much. I’ll be there.
B: Nothing.
A.13.3 Reading
Read the information about Big Ben then complete the sentences with NO
MORE THAN THREE WORDS AND/OR A NUMBER.
Big Ben
What Is Big Ben?
If you've ever been to or seen pictures of London, England, there's a good chance
that you've seen one of the most popular tourist attractions in the world: Big Ben. Big
Ben is the name of the giant bell that is inside the huge clock tower (Elizabeth Tower)
attached to the Palace of Westminster in London. While Big Ben is the name of the bell
inside the tower, it's common for people to refer to the entire clock tower as Big Ben.
The four-sided, chiming clock tower is the largest of its kind in the world, standing
a whopping 315 feet high. Big Ben chimes every hour, and the tower also has smaller
bells that chime every 15 minutes. The bell has been chiming for over 150 years, since it
was originally built in 1858. They say you can hear the bell chiming for up to 5 miles
away!
Why Is It Called Big Ben?
The bell was originally called the Great Bell, and no one is exactly sure why it
developed the nickname Big Ben. Some believe that the bell is nicknamed after Sir
Benjamin Hall, who led the installation of the Great Bell and whose name is inscribed on
the bell. Others believe the bell was named after Ben Caunt, a well-known heavyweight
boxer who was popular and respected at the time they were making the bell.
The Construction of Big Ben
 After the original Palace of Westminster was destroyed in a fire in the winter of
1834, the palace was rebuilt with the new addition of the clock tower. The Big Ben bell
was originally cast (the metal was heated to liquid and poured into a mold) in August
1856. Unfortunately, the bell got a 4-foot crack in it in October 1857. Instead of recasting
the original bell, they decided to cast a whole new one.
They made the second bell out of tin, copper and pieces of the original bell. It was
cast on April, 10, 1858, and took two weeks to cool down. They placed the enormous
13.5-ton bell (7' 2'' tall!) on a horse drawn carriage and paraded it down the streets of
1. Elizabeth Tower has a(n) .. giant bell.... called Big Ben.
2. The bell chimed for the first time ....in 1858.....
3. It’s believed that the bell might be named after .... Sir Benjamin Hall....... who
designed its installation.
4. The new bell was casted because of a(n) ... 4-foot crack.......... in the old one.
5. The new bell was casted in 1858 and weighed only .......... 13.5-ton.........

A.13.4 Writing
Look at these notes about these places in and around London and write a short
description of them.
Sights
Buckingham Palace is the royal residence of London and the administrative seat of
the United Kingdom. Located in the City of Westminster, the palace is often at the
heart of state occasions and royal hospitality. It has become a focal point for
British people at times of joy and mourning for the country.
Shopping
Covent Garden is one of London’s most popular shopping neighbourhoods, home
to a wide range of world-class fashion, beauty and lifestyle stores. From Polo
Ralph Lauren to Tom Ford, Mulberry to Tiffany & Co. and Apple to DECIEM,
discover a unique blend of global and independent brands designed to satisfy your
every shopping need.

Nightlife
West End Theatres are theatre venues that are predominantly located within the
West End area, and are members of the trade association the Society of London
 Theatre (formerly the Society of West End Theatre). Check out a full list of West
End Theatre venues. Also read about who owns West End Theatres.

Key:
Example
Write a description of a town or city that you know well.
Hanoi is a dreamy city that has been infatuated with human hearts. Besides its
noise and busyness, Hanoi has poetic and peaceful beauty. For a long time, Hanoi
was famous for its thirty-six streets… Each street is a village and has unique
characteristics unique. In general, people here are very elegant, open-minded,
and friendly. They are very willing to give directions to tourists and even invite
them home. Besides, they are also very hardworking people, who always try their
best in life. Most of their time they spend working and raising their children.
Coming to Hanoi, we can not ignore the tourist attractions such as Bat Trang
pottery village, the Temple of Literature, President Ho Chi Minh mausoleum, one
pillar pagoda, … They are associated with the existence and development of
Hanoi, also Vietnam. Here, we will be attracted by the special dishes such as
Vong Rice, Trang Tien ice cream, and Ho Tay shrimp cake … They are very
delicious and are special characteristics of Hanoi, not similar to anywhere. For
me, Hanoi is a beautiful and poetic city.

A.14. Currency exchange

A.15. Hotel checkout
* Warm – up
Work in pairs. Make up a dialogue with your partner using the following situation.
Student A: You are a receptionist at the Golden hotel. Help a guest check out. Remember
to ask about the guest’s feeling during his/her stay at your hotel
Student B: You are a guest in room 513. You are checking out of the hotel and you finds
some problems with your bill:
 overcharged by $15 for meals
 charged wrong room rate ($75/night, not $85/night)
Notes:
 Have a conversation in 2 minutes
 Make a video recording of your talk and upload your video on Youtube
A.15.1 Vocabulary
1.Adjust /əˈdʒʌst/: (v) điều chỉnh
Eg. I’ll remove those incorrect charges and adjust your bill.
2. American Express /əˈmer.ɪ.kən ɪkˈspres/: Thẻ thanh toán quốc tế mang thương hiệu
Amex.
Eg. “How will you pay the bill?”-“With American Express credit card”
3.Master Card /ˈmɑː.stər ˌkɑːd/: thẻ thanh toán quốc tế thuộc công ty MasterCard
Worldwide
Eg. - “Can I pay with Master Card?” – “We accept Master Card, sir.”
4.Visa /ˈviːzə/: (n) công ty tín dụng quốc tê
Eg. - “How would you like to pay?” – “I’ll pay with my Visa Card”.
5.Credit card /ˈkredɪt kɑːd/: (n) Thẻ tín dụng
Eg. a small plastic card that you can use to buy goods and services and pay for them later
E.g: All major credit cards are accepted at our hotels.
6. debit card /ˈdebɪt kɑːd/: thẻ ghi nợ (a plastic card that can be used to take money
directly from your bank account when you pay for something)
Eg. a plastic card that can be used to take money directly from your bank account when
you pay for something E.g.: Have you got a debit card, Sir?
7. bill /bɪl/: hóa đơn
Eg. a document that shows how much you owe somebody for goods or services E.g.: I
want to pay my hotel bill.
8. Charge /tʃɑːdʒ/: (n) chi phí; (v) tính phí
Eg. (n) The charge for mini bar consumption was $3.50. (v) The hotel charged her twice
for her bar items.
9. Check out /tʃek aʊt/: (v) trả phòng
Eg. to pay your bill and leave a hotel, etc. E.g.: Guests should check out of their rooms by
noon.
10.deduct /dɪˈdʌkt/: (v) trừ
Eg. I am terribly sorry, Miss. This call was made before you checked in. I will deduct the
amount from your bill.
11. Remove /rɪˈmuːv/: (v) lấy ra/ xóa đi
Eg. We have made a mistake. I’ll remove the breakfast charge from your bill.
12. invalid /ɪnˈvæl.ɪd/: (adj) không còn hiệu lực
Eg. I’m afraid your card is invalid as the expiry date has passed.
13. itemized /ˈaɪtəmaɪzd/: (adj) ghi thành từng khoản
Eg. Here’s an itemized list of calls from room 516: your suite, room service, outside
calls, and the minibar. Please double-check to see if there are any errors.
14. overcharge /ˌəʊvəˈtʃɑːdʒ/: (v) tính giá nhiều hơn thực tế sử dụng
Eg. The receptionist has overcharged me by one night.
15. print out /ˈprɪntaʊt/: (v) in ra, (n) bản in ra-printout
Eg. I’ll print out your bill so that you can check your itemized list. Please have a look at
this printout of your bill: two nights’ accommodation, breakfast on Saturday and Sunday
morning.
15. Query /ˈ kwɪəri/ (n): Thắc mắc, (v) hỏi
Eg. Please contact me if you have any queries.
What amount does he query on the bill?
16. Receipt /rɪˈsiːt/: (n) biên lai-a piece of paper that shows that goods or services have
been paid for
Eg. Can I have a receipt, please?
17. Slip /slɪp/: (n) bản in thanh toán
Eg. Here’s your credit card and this is your copy of the payment slip.
18. staple /ˈsteɪpəl/: (v) dập (ghim)
Eg. Could you staple my credit card slip to the bill, please?
19. supplement (v) /ˈsʌplɪmənt/: (v) phần trả thêm
Eg. Travellers who are on their own may have to pay a single room supplement in hotels.
20. swipe /swaɪp/: (n) quẹt (thẻ)
Eg. If customers want to pay by debit or credit card, we ask for the card and and take a
swipe of it.
21. traveller’s cheque/check /ˈtrævələzˌtʃek/: (n) tấm séc du lịch
Eg. Can I pay my bill with a traveller’s check?
22. valid /ˈvælɪd/: (a) còn hiệu lực
Eg. It is necessary to check whether the credit card is still valid.
A.15.2. Grammar
 Expressions for checking out hotels
Receptionists:
May I have your room card?
How would you like to make the payment?
How will you be paying?
Do you take traveler’s checks?
Are you using the same credit card (you gave me when you checked in)?
Did you have anything from the minibar?
May I ask if you used anything from the minibar this morning?
Have you used the minibar or made any last-minute phone calls?
It/your total bill comes to … ($241) at today’s exchange rate.
That brings your bill to …. ($150).
I’ll print out your bill for you.
Please have a look at this printout.
Here’s your bill. Please take a look and let me know if everything’s correct.
I’ll staple the credit card slip to your bill.
Could you sign here?
Thank you for choosing our hotel. I hope you enjoyed your stay.
We hope to see you back here soon.
Have a safe trip home
  Guests:
I’m checking out. Can I have my bill?
I’d like to pay my bill, please?
Could I get my bill, please?
I’m checking out of room … (565).
How much is that in dollars, please?
What’s the total?
What types of credit cards do you accept?
Can I pay by cash or credit card?
Could I charge it to my company account?
Would you please show me an itemized bill?
Could you staple my credit card slip to the bill, please?
Yes. I have a very pleasant time.
 Payment problems

Problems Responses

There seems to be a mistake

Are these fees for outside telephone calls? Yes. There are two international calls.
How about this item? It’s what you ordered from Room Service.

I didn’t have any beer?

I haven’t made any phone calls? Let me check again.
The room rate is wrong. I should be I’m sorry about that. I’ll …….
paying ….. (NT$5500), not …. Just one moment. I’ll check with the
(NT$7,500). manager.
The discounted amount should be ….. I will deduct the amount from your bill.
(NT$950) instead of (NT$980). I’ll remove those and adjust your bill.
This must be the payment for my laundry. The laundry department made a mistake
It seems a bit high. adding up your bill.
There’s another problems.
15.A.3 Reading
Read the manual about check-out procedures. Decide if the statements are
true or false. Type T for True, F for False.

FAIRMONT HOTEL
DURBAN

FRONT OFFICE PROCEDURES

Code: Chk. 02
Process: Check-in & Check-out
Revision: 1
Sub process: Check-out
Date: 27/04/20-

4.3. REQUEST FOR BILL

1. The check-out process begins when a client asks for their bill. Bring up all the
documents connected to the client’s room.
2. Check the payment details on the screen. For payment on credit
3. For direct payment,
4. Ask the client if they used any hotel services (bar, minibar, etc.) the previous
evening. If they did, locate the charges on the computer and include them in the
bill.
4.2 BILL ISSUED TO CREDIT
4.2.1 Payment on credit through agencies
1. Agency here means any travel agency, conference organizing agency, internet
agency, or similar.
2. Never show the bill to the client, in order to maintain the privacy of the data on it.
All agency bills are given to the head receptionist, who sends them to the agency.
4.2.2 Payment on credit to companies
1. With company bills, always show the client the bills, unless there is an explicit
order not to from the company. Ask the client to check the bill and sign it if
correct.
2. If the client is not happy with the bill, check all the items with the corresponding
departments. Modify the bill in the case of error. After making any modifications,
ask the client to check the bill again and sign it to show conformity.
4.3 DIRECT PAYMENT OF BILL
1. Where a client has to make direct payment to Reception, in cash or with a credit
 card, the receptionist asks the client which method they will use?
2. Show the client the bill, detailing each item verbally. If the client is happy with the
bill, ask them to sign it to show conformity.
3. If the client is not happy with the bill, check all items with the corresponding
departments. Modify the bill in the case of error. After making any modifications,
ask the client to check the bill again and sign it to show conformity.
4. Once conformity has been obtained, charge the client.
4.4 CUSTOMER SATISFACTION
On a daily basis, hand out customer satisfaction feedback forms at random to four or five
clients, as described in Procedure P.Qual.06.
New words:

Conformity (n): sự đồng Corresponding (adj): tương

Client (n): khách hàng
thuận ứng

Modify (v): mở rộng Obtain (v): đạt được Verbally (adv): bằng lời nói

At random (pre): ngẫu

nhiên

1: F
Always check all items on a bill with the corresponding departments.
2: T
Hotel services used the night before departure will not appear on the front office screen.
3: F
With bills on credit through companies, receptionists don’t show the client the bill.
4: T
Give all agency bills on credit to the head receptionist.
5: T
With direct payment, receptionists should explain each item on the bill verbally.
6: T
If you modify a bill, get the client to check it again.

A.15.4. Writing
Sarah is checking out a guest. Put the sentences into the correct order.
 Guest: Room 532.

Sarah: Here you are.

Guest: Can I have a look at it?

Sarah: How would you like to make the payment?

Guest: Thank you. That’s right. How much is that in dollars, please?

Sarah: Good morning, sir. What’s your room number?

Guest: Good morning. I’m checking out. Can I have my bill?

Sarah: We accept American express credit card.

Guest: By credit card. What types of credit cards do you accept?

Sarah: May I have your room card, please?

Guest: That’s great. Thanks very much.

Just a moment, sir. I’ll calculate that for you. It comes to $230.30 at
Sarah:
today’s exchange rate.

Guest: Ok. I see.

Sarah: Thank you. See you next time. Have a safe trip home. Good bye.

Guest: Sure, here is your card.

I’ll print out your bill for you. Thank you for waiting, sir. Your bill
Sarah:
totals NT$5,000.

Key: 3;8;7; 12; 9; 2; 1; 14; 13; 4; 15; 10; 11; 16; 5;6
 Test yourself!
Exercise 1: Choose the correct answer A, B or C.
1. The customer asked for his __________ as he wanted to check out of the hotel.
A. print out B. bill C. receipt
2. The __________ on the left is the cost per night. The total cost for
accommodation is on the right.
A. amount B. account C. money
3. Sorry, I made a mistake with your change. I will __________ you another €20.
A. make B. give C. lend
4. Reception usually __________ all the bills when guests check out.
A. makes B. removes C. handles
5. You need to keep your __________ secret, so no one can use your card.
A. PIN B. expiry date C. name tag
6. Company accounts are sent off every week for __________.
A. checking B. payment C. salary
7. I’m afraid your card is __________ as the expiry date has passed.
A. wrong B. misplaced C. invalid
8. When checking out, guests should ask for a __________ for the total amount they
paid.
A. guarantee B. confirmation C. receipt
9. Mr. and Mrs. Brown rented a double room for them and their son. They had to
pay a __________ of $ 20 a night as their son is 5 years old.
A. supplement B. deposit C. bill
10. If guests pay by credit card, it is necessary to check whether the credit card is
still __________.
A. in use B. valid C. available
 Exercise 2: Choose the correct answer A, B or C.
1. If you want to see exactly how many calls you made, ask for a(n)
__________bill.
A. itemized B. total C. ordinary
2. There is something wrong with this bill. You __________ me for meals as I paid
for dinner in the restaurant every night.
A. charged B. overcharged C. undercharged
3. Reception often takes a __________of a customer’s credit card as a guarantee
when they check in.
A. look B. touch C. swipe
4. Travellers who are on their own may have to pay a single room __________ in
hotels.
A. supplement B. addition C. amount
5. Most customer __________ are about phone calls and bar bills. They want to
make everything clear.
A. requests B. queries C. complaints
6. 'Thank you. Here's your credit card and your __________ which shows that you
have paid the bill.’
A. printout B. payment C. receipt
7. The voucher is __________ between July and December and entitles you to 10%
off your total payment.
A. valid B. on sale C. used
8. Please have a look at this __________ of your bill: two nights’ accommodation,
breakfast on Saturday and Sunday morning.
A. piece B. printout C. sheet
9. I am terribly sorry, Miss. This call was made before you checked in. I will
__________ the amount from your bill.
A. charge B. include C. deduct
10. You don’t have to pay for this bottle of wine. It is __________.
 A. out of order B. out of date C. Complimentary

Exercise 3: Choose the correct answer A, B or C.

1. The bill seems _____ all right.
A. be B. to be C. being
2. This call _____ before you checked in.
A. had been made B. was made C. is made
3. One orange juice _____ off the minibar list.
A. checked B. has been checked C. was checked
4. Thank you for choosing our hotel. I hope you _____ your stay.
A. will enjoy B. enjoy C. enjoyed
5. I would like _____ my credit card slip to the bill.
A. to staple B. stapling C. having stapled
6. Money, documents and signatures which are copied and used as originals____.
A. is itemized B. are itemizing C. are itemized
7. Here’s your bill. Please take a look and let me know if ____ is correct.
A. everything B. anything C. something
8. May I ask if you ____ anything from the minibar this morning?
A. use B. don’t use C. used
9. Please accept my apology. The laundry department ____ a mistake adding up
your bill.
A. makes B. has made C. had made
10. How much is that in dollars? - It comes to $500 ____ today’s exchange rate.
A. in B. on C. at

Exercise 4: Choose the correct answer A, B or C.

1. ______ you please show me an itemized bill?-Here you are. It comes to 500
VND.
A. May B. Do C. Would
 2. Is this the overcharge for my international call to Berlin?-Yes, that’s right. This
call ______ at 7 pm yesterday evening.
A. was made B. is made C. made
3. How much is the room a night?-It ______ $300 including VAT.
A. cost B. costs C. will cost
4. I ______ any meals in your restaurant and I hadn’t used any laundry service.
A. don’t order B. didn’t order C. hadn’t ordered
5. I don’t have any local money left. Could I pay by US dollar?-I’m sorry. We don’t
accept foreign currency _____ payment.
A. on B. for C. as
6. ____ you ____ the sauna service or made any last-minute phone calls?
A. Did/use B. Have/used C. Do/use
7. Oh, I completely _______. My son ordered a plate of noodles.
A. have forgotten B. forget C. forgot
8. The guest over there would like … her credit card slip to the total bill.
A. staple B. to staple C. stapling
9. How _______ you like to pay the bill?-Please put it on my company account.
A. do B. did C. would
10. Yesterday, the laundry department made a mistake ______ my bill.
A. to add up B. adding up C. added up
KEYS:
Exercise 1: 1-B, 2-A, 3-B, 4-C, 5-A, 6-B, 7-C, 8-C, 9-A, 10-B
Exercise 2: 1-A, 2-B, 3-C, 4-A, 5-B, 6-C, 7-A, 8-B, 9-C, 10-C
Exercise 3: 1-B, 2-A, 3-B, 4-C, 5-A, 6-C, 7-A, 8-C, 9-B, 10-C
Exercise 4: 1-C, 2-A, 3-B, 4-B, 5-C, 6-B, 7-C, 8-B, 9-A, 10-C