english for tourism

elementary

LEARNING MODULE – Elementary Level

Semester 1 / Bachelor Degree (S1) Study Program 2014

Page | 1
 english for tourism
elementary

GREETING, FAREWELL, AND CHIT-CHAT

First impressions last a life time, or at least until the guests check out, so it is
important to make a good first impression. There are numerous expressions that can be
used when first greeting people. Some are very formal and appropriate for greeting guests
and some are more informal and should only be used with friends or co-workers.

Obviously,employees of the hotel industry should use the more formal

expressions, however the less formal expressions will also be presented to give you a
well balanced repertoire to choose from.

Expressions- Greetings

Formal Expressions
Good morning (sir/ma’am)
Good afternoon (sir/ma’am). Welcome to (name of hotel/shop, etc)
Good evening (sir/ma’am)
How are you this morning (afternoon, evening, today)?

Less Formal Expressions

 Hello
 Hi
 What’s up?
 How’s it going?

Of course, after the greeting, the dialogue must be continued, and what is said then
depends
on the situation. When interacting with hotel guests that continued interaction usually
involves determining what the guest wants or needs.
A couple of standards that can be used in the hotel industry are:
 How can I help you today Ma’am (sir)?
 Can I be of assistance?
 How may I assist you?
 May I assist you with anything?
 What can I do for you today?

Dialogue- Greetings
Staff : Good morning Ma’am. Welcome to the (…hotel)
Guest : Thank you.
Staff : How can I help you today?
Guest : I’m here for a (….massage).

Conversation Activities- Greetings

Practice using the above expressions by having a dialogue similar to the ones above with a
partner, one partner taking the role of the guest and the other the role of the staff.

After the introductions it is only natural to continue the conversation in some way. Many
people inquire about your well being, especially with friends, acquaintances, and co-
workers.
Several expressions can be used for this, and the responses to these inquiries depend on
how you actually feel. Look at these examples:

Page | 2
 english for tourism
elementary

Expressions for Well Being

IF GOOD
 How are you? Great.
 How’s it going? Couldn’t be better.
 How has your day been? Fantastic.
IF SO-SO
 How have you been? Could be worse.
 How’s the family? Fair to middling.
 Did you have a good day? I can’t complain.
IF BAD
 How do you feel? Not too good.
 How was your day? I’ve had better days.
 Have you had a good day? No, it was lousy.

After greeting, introductions, and polite conversation people will go their separate ways.
There are numerous expressions that can be used when giving farewells. Some are more
formal than others. Obviously the more formal expressions are more appropriate when
interacting with guests. Look at the examples below.

Expressions for Farewells

More Formal expressions

 Goodbye
 Thank you for coming. Have a pleasant day.
 Goodbye, please come again.
 Goodbye, I hope to see you again.
Less Formal Goodbyes
 See you later (soon) So long
 Good bye Bye
 I have to run I have to be going now
 Catch you later Later
 See you again Please come again

The informal expressions above can be used among friends and co-workers, but would be
too informal to use with guests.

Point to remember
Bye-Bye is an expression that very young children use when they are first
beginning to talk, or on rare occasions by women, but almost never by adult males.

INTRODUCTION SELF AND OTHERS

Expressions of introduction self Expressions of introduction others

First, let me introduce myself. I would like to introduce you to ....
My name is .... Let me introduce you to ...
Allow me to introduce myself. This ...
I'm ... Allow me to introduce ....
Excuse me my name's ... I'd like you to meet ...
How do you do? My name is .... Do you know ...
Hi! I'm ... Oh look, here's Peter.
Hello! My name is ...
Good morning. My name's ...

Page | 3
 english for tourism
elementary
Useful responses when introducing yourself or other people:
 Nice to meet you. ■ Pleased to meet you.
 Happy to meet you. ■ How do you do?

ACTIVITY

What would you say to introduce yourself or others based on the situation
below
1. You are attending a tourism seminar. You are asked to introduce yourself in front of
audiences.
2. This is the first day of school. You need to introduce yourself to your friends.
3. You have new friend in your class. How would you introduce his/her in front of class?

Cultural notes:
 “At work, one person may have higher status – your boss, or a client, for example.
It's polite to address them as Mr / Ms until the situation becomes more informal.

 If someone says, "Please call me (Henry)", you know you can use first names. If
someone uses your first name, you can use their first name too.

 “How do you do?” isn’t really a question. It just means “Hello”.

To make people know you better, here are things to mention when
introducing yourself:

# full name, e.g My full name is ... My complete name is ...

# nick name, e.g My nick name is ... You can call me ...

# address (where do you live), e.g I live in/on/at ... My address is ...

# age, e.g I am ... years old. I was born on May 21, 1976

# state or nationality, e.g I am Indonesian.

# hobby and likes/dislikes, e.g My hobby is ... My hobbies are ...

I like ... I don’t like ...

# job/profession, e.g I am a teacher

# language, e.g I speak English. I don’t speak Mandarin.

Polite or Impolite Questions

Look at the following questions. Are they polite or not polite when you meet someone for
the first time in North America?

1. What does your wife do? ■ POLITE ■ NOT POLITE

2. What is your religion? ■ POLITE ■ NOT POLITE
3. How much is your salary ■ POLITE ■ NOT POLITE
4. How many children do you have? ■ POLITE ■ NOT POLITE
5. Why aren’t you married? ■ POLITE ■ NOT POLITE
6. Do you like football? ■ POLITE ■ NOT POLITE
7. Where are you going? ■ POLITE ■ NOT POLITE

Page | 4
 english for tourism
elementary

2 Checking-in Guests

Greeting hotel guests is important. Polite greeting by hotel employees gives a good impression
about the hotel service and makes the guests feel welcome. Greeting guests is also a way of
starting a conversation.

How do you greet guests politely?

Useful Expressions
■ Good morning ■ Good afternoon ■ Good evening
■ Sir ■ Madam (Ma’am) ■ Good night
■ Hello ■ Mr./Mrs./Ms. Brown ■ Good bye

You can say good morning from early day until around noon. Say good afternoon from noon
(around lunch time) until around six in the evening (the end of the working day). After that
until late nite, use good evening.

Hello is a polite but informal way of greeting. You may hear many guests use it, but you
yourself should use the more formal good morning, good afternoon and good evening. You can
say hello to children or to guests that you know quite well.

Good bye and good night are forms of parting. And when saying good bye at night, say good
night.

If you don’t know a guest’s name, say Sir or Madam (Ma’am). After knowing the name, use
Mr./Mrs./Ms. before the last name/surname.

Useful Expression of checking-in.

Front Desk Receptionist Guest

 Enterprise Hotels, Lise speaking. How can I help you?  I'd like to make a reservation for
 What date are you looking for? next week.
 How long will you be staying?  Is it necessary to book ahead?
 How many adults will be in the room?  Do you charge extra for two beds?
 I'm afraid we are booked that weekend.  How much is it for a cot?
 There are only a few vacancies left.  Do you offer free breakfast?
 We advise that you book in advance during peak season.  Is there a restaurant in the hotel?
 Will two double beds be enough?  Do the rooms have refrigerators?
 Do you want a smoking or non-smoking room?  Do you do group bookings?
 The dining room is open from 4 pm until 10 pm.  Is there an outdoor pool?
 We have an indoor swimming pool and sauna.  Do you have any cheaper rooms?
 We serve a continental breakfast.  When is it considered off- season?
 Cable television is included, but the movie channel is extra.
 Take Exit 8 off the highway and you'll see us a few kilometers up
on the left hand side.
 The rate I can give you is 99.54 with tax.
 We require a credit card number for a deposit.

Page | 5
 english for tourism
elementary
Sample Conversation

Receptionist: Thanks for calling Quality Inn. Morine speaking.

Caller: Hello. I'm interested in booking a room for the September long weekend.
I'm afraid we're totally booked for that weekend. There's a convention in town and we're
Receptionist:
the closest hotel to the convention center.
Caller: Oh, I didn't realize. Well what about the weekend after that?
Receptionist: So... Friday the seventeenth?
Caller: Yes. Friday and Saturday.
It looks like we have a few vacancies left. We recommend that you make a reservation,
Receptionist:
though. It's still considered peak season then.
Caller: Okay. Do you have any rooms with two double beds? We're a family of four.
Yes, all of our rooms have two double beds. The rate for that weekend is $129 dollars a
Receptionist:
night.
That's reasonable. And do you have cots? One of my daughters might be bringing a
Caller:
friend.
We do, but we also charge an extra ten dollars per person for any family with over four
Receptionist:
people. The cot is free.
Caller: Okay, but I'm not positive if she is coming. Can we pay when we arrive?
Yes, but we do require a fifty dollar credit card deposit to hold the room. You can cancel
Receptionist:
up to five days in advance and we will refund your deposit.
Caller: Great, I'll call you right back. I have to find my husband's credit card.
Okay. Oh, and just to let you know...our outdoor pool will be closed, but our indoor pool
Receptionist:
is open.

Reading Check-Up
1. Why did the caller phone this hotel?
_________________________________________________________________________________
2. Why can't the caller stay at the hotel on the September long weekend?
_________________________________________________________________________________
3. Why does the caller have to hang up and call back?
_________________________________________________________________________________

Checking your knowledge about filling out forms

 How much do you know about filling out forms?
 What necessary data is required to complete the form?

It is important for you to know the names of the hotel guests for registration. You also want to
use the guests’ names when you greet them or when you ask a question. Look over the list of
names below. Identify the first name / middle name / last name / surname.

■ Eva Petterson ■ Sanusi ■ James Douglas Harris

■ Oey Tiong Ham ■ Hiroshi Nakamura ■ John Fitzgerald Kennedy, Jr.

Page | 6
 english for tourism
elementary
Let’s learn how to fill in check-in form!

Page | 7
 english for tourism
elementary

3 Working with Numbers, Dates and Time

Registration Form
What information do you need from a guest who wants to check-in a hotel?
□ Name? □ Address? □ Occupation? □ Home Country?
□ Date? Time? □ Telephone Number? □ other information?

Working with Numbers

Can you say these numbers correctly?

Saying Cardinal Numbers

6.510 – six thousand / five hundred and ten

36.510 – thirty-six thousand / five hundred and ten
436.510 – four hundred thirty-six thousand / five hundred and ten
5.436.510 – five million / four hundred thirty-six thousand / five hundred and ten
25.436.510 – twenty-five million / four hundred thirty-six thousand / five hundred and ten
825.436.510 – eight hundred twenty-five million / four hundred thirty-six thousand / five
hundred and ten
1.825.436.510 – one billion / eight hundred twenty-five million / four hundred thirty-six
thousand / five hundred and ten

Telephone Numbers
You will often work with telephone numbers in your job. So, you have to be able to say phone
numbers correctly.

How would you say these telephone numbers?

■ 586-210 ■ 883-555 ■ 4898-9941
■ 9574-9553 ■ +62-274-7487497 ■ +61-8881-2988892

Saying Telephone Numbers

With telephone numbers, each digit is stressed and said separately.

Example:
five eight six / two one zero 586-210
double eight three / triple five 883-555
oh nine oh / three double seven / six nine three 090-377-693
plus six two / triple eight one / two nine triple eight / nine two +62-8881-29888-92

Working with Dates

■ January 30, 1995 ■ 1 – 30 – 1995 ■ 31 January 1995

Getting Familiar with Ordinal Numbers

■ first ■ second ■ third ■ fourth ■ fifth ■ tenth
■ twelfth ■ thirteenth ■ twentieth ■ thirtieth ■ fiftieth ■ fifty-first
■ one-hundredth ■ one-thousandth ■ one-millionth

Page | 8
 english for tourism
elementary
Expressing Time and Date
Have you ever been on vacation and lost total track of time, forgetting not only the date, but
the day. Below are some common expressions used when talking about days and times.

The date is (… January first)

Today’s date is ( the first of January)
It’s 12:45 PM / The time is a quarter to one.
Pardon me, do you have the time?
What’s the date today?
Is today the (12th or 13th)?
What times does the (… bus leave)?
What time would you like (…. the reservation)?
What time will you be (… checking in)?
I would like to stay from (… Monday through Thursday)

Months of the year

January February March April May June July
August September October November December

Seasons
Spring Summer Autumn (fall) Winter

Other expressions used with time

dawn sunrise morning breakfast noon midday lunch
afternoon evening sunset twilight night midnight
morning shift day shift graveyard shift

Point to remember
 There are two ways to give time. You can tell the hour and minutes (12:25) or you can tell
the minutes after the hour or before the next hour. For example, 12:25 can be expressed
as twelve twenty-five or twenty-five after twelve. 11:40 can be expressed as eleven-forty
or twenty to twelve.
 Fifteen minutes after the hour can be expressed as a quarter past or a quarter after. Fifteen
minutes before the hour can be expressed as a quarter to or a quarter till the hour.

Page | 9
 english for tourism
elementary

4 Nationalities and Occupation

Countries and Nationalities

Words for countries are proper nouns. All proper nouns begin with a capital letter in English.

Words for nationalities are adjectives.

Words for nationalities also begin with a capital letter in English

Countries are places. Examples: France, Chile, Saudi Arabia

Nationalities are words we use to describe someone from a particular country.

Examples: Amina is a Somali woman. (nationality) She comes from Somalia. (country)

Owen is Welsh. (nationality) He comes from Wales. (country)

Write the country for each nationality!

Page | 10
 english for tourism
elementary

The World of Work

Talking about your job:

What do you do? I’m a …
What’s your job? I’m responsible for…
Where do you work? I’m in charge of…
What line of work are you in? I report to…
What does your job involve? I prepare/ produce/ give/ generate/ develop/
create/ make/ sell/ monitor…
I liaise with/ communicate with…
I own a company that…

 Good job  Bad job

good hours/ work-life balance long hours

long holidays/ generous holiday low holiday entitlement
entitlement low paid/ pays peanuts
well paid/ remunerated hazards
a lot of benefits and perks boring/ dull/ stressful/ hard work/
rewarding/ satisfying/ fulfilling/ draining
challenging/ demanding/ exciting/ oppressive atmosphere/ low morale/
motivating dead end job
nice work environment/ good
atmosphere/ high morale If you pay peanuts, you get
opportunities for advancement
monkeys!

Match the words in column A to the words in column B:

A B
1. fire ___ A. contract, hire, recruit, take on
2. meeting ___ B. dismiss, sack, let go, make (someone) redundant
3. employ ___ C. create prepare, produce, develop, generate,
4. employee ___ D. remunerate
5. job ___ E. duties, tasks, assignments
6. pay (verb) ___ F. talk, conference, get together
7. pay (noun) ___ G. worker, recruit, veteran, old hand
8. boss ___ H. post, position, role
9. responsibilities ___ I. wage, salary, benefits, income, perks
10. make ___ J. manager, superior, director, employer

Page | 11
 english for tourism
elementary

5 Hotel Jobs and Duties

HOTEL JOB AND DUTIES

A large hotel can employee hundreds of staff, all with differing responsibilities, functions, and
purposes. Each employee has a specific role to play in meeting the needs of the guests. The
specific functions of particular employees are usually described under job descriptions or duties.
Although the role of most hotel staff may be obvious, there may be times when a guest may
ask about an employee’s job or his duties. A guest may never ask a staff to describe their job
duties, but if they do, students should be prepared to give a simple answer.

There are a couple of standard expressions that can be used when asking about a person
occupation.

 What do you do? What's your job?

 What's your occupation? What do you do for a living?

Once a person knows what your job title is they may want to know a little bit about your
specific job duties. Sometimes it is hard to tell exactly what a person does just from the job
title. Look at the expressions below that can be used to inquire about job duties.

 What are your job duties? What exactly do you do?

Here are some of the jobs that are available at a hotel.

 clerk/receptionist bell man
 grounds keeper tram driver
 cook engineer
 chef pastry chef
 masseuse waiter/waitress
 hostess spa staff
 wine steward bar tenders
 house keeper pool attendant
 security staff medical staff
 department managers assistant managers
 staff trainers general manager
 personnel director health center staff
 supervisors maintenance worker
 promotion and sales events coordinators
 children's program staff guest relationship agent

THE DUTIES:
Clerk/receptionist: This person checks people into the hotel.
Bell man: This person takes guest bags to their room.
Tram driver: This person drives people to/from various places at the hotel.
Cook: This person prepares food in a restaurant.
Pastry chef: This person makes bread, cakes, and cookies.

Page | 12
 english for tourism
elementary
Waiter/waitress: This person serves guests food in a restaurant.
Hostess: This person greets guests and takes them to their table in a restaurant.
Bartenders: This person makes drinks.
General manager: This person is the boss.
Masseuse: This person gives guests massages.
Maintenance worker: This person fixes things that need to be repaired.
House keeper: This person keeps the rooms clean.
Grounds keeper: This person cuts grass, trims bushes, and waters flowers.
Guest relations agent: This person works with VIP guests.
Health center staff: This person assists guests in the gym

What is his or her job?

1. He is responsible for the planning, design, production, promotion, overall co-ordination
and profitability of an event
2. She works on planes and trained to help ensure the safety and comfort of passengers
during flights.
3. He directs, plans and controls all aspects of a nightclub in hotels, resorts and private
clubs.
4. She is responsible for the accuracy of ticket sales from programming to selling as well as
cash control
5. He leads visitors, individually or in groups, on tours less than a day in length to ensure
that itineraries are met and that customers are being informed about the locations they
are touring.

What about these jobs below? Can you match each job with the description?
1. Chambermaid a. Carries guests’ bags to their room.
2. Hotel Manager b. Cleans guestrooms.
3. Accountant c. Looks after and takes care of hotel machinery.
4. Concierge d. Washes the dishes.
5. Porter e. Manages all the hotel staff.
6. Florist f. Deals with the events in the hotel.
7. Maintenance Supervisor g. Does the hotel finance.
8. Marketing Manager h. Finds business for the hotel.
9. Banquette Manager i. Cooks and prepares the dishes for guests.
10. Steward j. Prepares the flowers and place them in public areas.
11. Chef k. Gives information and helps guests.

Speak Out
Work in pairs. What do you like about the hospitality industry? Write down five things and then
compare your ideas with your partner’s.

What’s your idea of a good job? Put the following ideas in order of importance.
a chance to travel friendly colleagues job stability
opportunity to meet people good salary/commissions teamwork
responsibility for other staff long holidays flexible working hours

Page | 13
 english for tourism
elementary
Now, read the story about Ida who will tell a story about her daily routines working
as a receptionist.

Hi, my name is Ida Merina. I am a receptionist. I work at Batavia Hotel. I wake up at

5:00 in the morning every day. After I wake up, I take a bath. Then, I have breakfast. I usually
have fried rice for breakfast. I have breakfast with my boarding house friends. At 6:30 I go to
work by a public bus. I never go to work on foot. It takes 15 minutes to reach Batavia Hotel
from my boarding house. I arrive at the hotel at 6:45. Then, I wear my uniform and fill in my
daily attendance.
I always check the log book before I begin my job. After that I check the guest
departure list, the guest expected arrival list, and the billing system. I am always careful to
check the guests invoice because sometimes when I don’t pay full attention I can get a lost bill
during a check-out process. But it seldom happens. At around 11:15, I have my break time with
my colleagues. I rarely go home on time. I often finish my work at 4:30. So, I can go home
after that. Even though my job is tiring, I really enjoy it.

Answer the following questions.

1. What does Ida do?
2. Where does she work?
3. What time does she wake up every day?
4. What does she do after she takes a bath?
5. Who does she have breakfast with?
6. How does she go to work?
7. Where does she wear her uniform?
8. Does she usually go home on time?
9. What time does she usually finish her work?
10. Why does she have to be careful to check the guest invoice?

Speak Out
 Can you tell about your daily routines?
 What time do you get up? What time do you have breakfast?
 How are your routines different to Ida’s routines?

Put the words and expressions below with the right prepositions.

September Lebaran Monday Christmas

my birthday 2011 independence day the rainy season
the weekend ten o’clock the 21st century 28 October 1928

in at on

Finish the sentences below using in, at, in or Ø

1. I get up …… 5 o’clock. 6. We have a holiday …… Lebaran.
2. My sister sleeps …… the afternoon. 7. It’s dark …… night.
3. I’m going to Kaliurang …… next week. 8. Mother’s Day is …… 22nd December.
4. I go to bed late …… Saturdays. 9. What do you do …… the weekend?
5. Christmas is …… December. 10. It rained …… yesterday.

Page | 14
 english for tourism
elementary

Language Focus
Talking About Your Daily Routines Using the Simple Present
What time do you wake up? I wake up at 5 am.
What time does she get up? She gets up at ten past five.
What do you have for breakfast? I have fried rice for breakfast.
What does she have for breakfast? She has toast and egg for breakfast.
Who do you eat breakfast with? I eat breakfast with my family.
Who does she eat breakfast with? She eats breakfast alone.
How do you go to school? I go to school on foot.
How does she go to work? She goes to work by a public bus.
Where do you have lunch? I have lunch in the canteen.
What do you do at 12 pm? I take a rest at 12 pm.
What does she do in the evening? She watches TV in the evening.

Practice
Rewrite the questions in full sentences then answer them.
1. What time / you / take a bath? (6 o’clock)
2. What / she / eat / for breakfast? (indomie)
3. How / you / go to work? (motorcycle)
4. Who / they / have / lunch? (their friends)
5. What / you / do / at 4 pm? (go home)
6. What / you / do / after / have / breakfast? (go to campus)
7. What / he / do before / have / breakfast? (take a bath)
8. You / go to campus / by motorcycle? (Yes)

Language Focus 100 %

always
ADVERBS OF FREQUENCY
usually
Do you usually get up at 5? How often do you get up at 5? often
Do you ever play tennis? How often do you play tennis? sometimes
Does he usually go fishing? How often does he go fishing? occasionally
I always get up at 5. I get up at 5 everyday. rarely
I sometimes play tennis. I play tennis twice a week. seldom
I hardly ever go to a café. I go to a café once a year. hardly ever
He rarely goes fishing. He goes fishing once a month. never
0%

Practice
Rewrite the sentences below using the adverbs of frequency in brackets.
1. She goes to work by public bus. (always)
2. They have gudeg for breakfast. (sometimes)
3. I watch infotainment on TV. (rarely)
4. Ida has lunch at the office with her friends. (usually)
5. He drinks milk in the morning. (hardly ever)
6. My friend and I play golf. (on Sundays)
7. Bimo goes to Malioboro by becak. (once a week)
8. He is late for work. (never)
9. The people of Yogyakarta are friendly to tourists. (always)
10. Parangtritis beach is crowded. (usually)

Page | 15
 english for tourism
elementary

6 Ongoing Activities and Future Plans

The Simple Future Tense

The simple future tense is formed by using will or going to + verb. The simple future is used
when talking or writing about actions or events that will occur in the future.

Use the future simple:

1. When talking about events, actions, or situations that will occur in the future.
The President will address the nation tomorrow night.
2. When talking about future habitual events, actions or situations.
John will take a bus to work tomorrow because his wife will use the family car.
3. When talking about events, actions or situations that are presently occurring and will occur in
the future.
I will live in Korea until next year.

Practice
Working in pairs, ask each other the following questions, answering in the simple past tense.
Each partner should ask and answer each question. Be sure to use complete sentences in your
answers. For additional practice, change the words in parenthesis to make your own questions.

When will the next (Olympic Games be held and in what country)?
When will your best friend (visit you next)?
When are you going (to the beach next)?
Where will you go (immediately after this class)?
Who are you going to (meet this weekend)?
What time will you go (to work tomorrow)?
Will you buy (me a present for my birthday)?
Where are you going to be (tomorrow at midnight)?
What are you going to eat (for dinner tonight)?
When are you going to (the movies next)?
What will you (wear tomorrow)?
When will your next (birthday be)?
What time are you going to (get up tomorrow morning)?

Page | 16
 english for tourism
elementary
The Present Continuous Tense
The present continuous tense is formed by using the
to be verb (is. am, are) + main verb + ing ending or is going to.
The present continuous is used when talking or writing about an action or event that began in
the past and continues to the present (and maybe future).

Use the present continuous tense:

1. When talking actions or situations that are happening as one speaks.
He is sleeping now.
2. When talking about events, actions, or situations that happen over a given period of time.
She is studying French this semester.
3. When talking about temporary events, actions, or situations.
I am currently living in Rome.
4. When talking about events or situations that are developing or changing.
American railroads are becoming competitive again.

Practice
Working in pairs, ask each other the following questions, answering in the present continuous
tense. Each partner should ask and answer each question. Be sure to use complete sentences
in your answers. For additional practice, change the words in parenthesis to make your own
questions.

What is your mother (doing at this moment)?

Who (is talking the loudest in the classroom) right now?
Where are (you living at the present time)?
Are you (saving any money these days and, if so, what for)?
Is anyone (in the class yawning right now). If so, who?
Are any other members (of your family studying English, if so, why)?
What are you doing (to protect the environment)?
Is anyone in the classroom (coughing or sneezing right now)? If so, who?
Are any students in the class (wearing anything purple)? If so, who and what?
What is the person (on your right wearing)?
Who is (sitting next to you)?
Is (answering some of these questions) boring?
What is the name of the person who (is governing your country)?

Page | 17
 english for tourism
elementary

7 Review Lesson

A. Complete the questions below.

1. ________________________________________? How do you do.

2. ________________________________________? My last name is Brosnan.

3. ________________________________________? I’m from England.

4. ________________________________________? I’m British.

5. ________________________________________? I like watching movies.

6. ________________________________________? I’m an actor

7. ________________________________________? I go to campus on foot.

8. ________________________________________? No, I don’t have a reservation.

9. ________________________________________? The bank opens at 8 am.

10. ________________________________________? It’s half past seven.

B. Complete the questions below.

11. Alan is a Porter. ________________________________________?

12. He’s 28 years old ________________________________________?

13. He works six days a week. ________________________________________?

14. He always gets up at six o’clock. ________________________________________?

15. He has breakfast and drinks coffee. ________________________________________?

16. Then he says good-bye to his wife. ________________________________________?

17. He leaves for work at seven thirty ________________________________________?

18. He eats lunch in a warung. ________________________________________?

19. In the evening he watches TV. ________________________________________?

20. He goes to bed at ten o’clock. ________________________________________?

Page | 18
 english for tourism
elementary

C. What are the nationalities from these countries?

Use –an, -ese, -ish, or irregular. Example: Italy  Italian.
1. Ireland 6. Portugal

2. France 7. Canada

3. Pakistan 8. Denmark

4. Brazil 9. Sweden

5. Spain 10. Thailand

D. Write down the correct time below.

1. 01:55

2. 09:50

3. 06:35

4. 20:25

5. 15:40

E. Explain the different hotel staffs below.

Example: A cook works in the kitchen and responsible for cooking the food.
1. Waiter

2. Receptionist

3. Porter

4. Cashier

5. Barman

6. Doorman

7. Steward

8. Roommaid

9. Lift attendant

10. Florist

Page | 19
 english for tourism
elementary

8 Handling a Reservation
Mr. Juwon is telephoning the Palace Hotel to make a reservation. What might he say? What
might the Reservation Staff say? Give examples.

When booking a room, most customers are not as efficient and concise as this:

“I’d like to reserve a single room with bathroom en suite for tomorrow night, staying for three
nights, at Rp500.000 a night. My name is Bob Juwon and I’ll be arriving at around nine o’clock.”

However, the conversation between the customer and the Reservation Staff will probably deal
with the same points such as type of room, length of stay, room rate, name of guest and time
of arrival.

How would you say these dates?

■ January 30, 1994 ■ 1-31-2004 ■ 21/1/91 ■ 4 Sep 89
■ 30 January 1984 ■ May 19 1995 ■ 3rd May 1996 ■ 12 Nov 97

Useful Expressions
■ Good morning … (name of the hotel). Can I help you?
■ Could I have your name, please?
■ Who’s calling?
■ Would you repeat that?
■ Would you repeat that more slowly, please?
■ Who would you like to speak to?
■ Whom would you like to speak to, please?
■ To whom would you like to speak?
■ The line is busy. Can you hold a moment please?
■ Just hold a moment please.
■ Just hold the line a moment please.
■ Can you hold please?
■ Can you hold the line a moment please?
■ The line is busy. Do you want to hold?
■ Hold the line, I am just putting you through.
■ I’m connecting you now.

DIALOG (Fill in the Blanks)

Seorang sekretaris sebuah perusahaan minyak memesan kamar lewat telepon yang
diperuntukkan bagi seorang langganan dari luar kota yang mengunjungi perusahaan.

Sec = Secretary O = Operator

O : Good morning, Sari Pan Pacific Hotel, can I help you?

Sec : I am calling for Mr. Allen from Prima Oil Company.
O : Do you have his room number?
Sec : No… I want to __________ a room for Mr. Roberts.
O : Oh! Who is Mr. Allen?
Sec : Mr. Allen is the ________ of Prima Oil Company and I am his ________. Mr. Allen has
asked me to reserve a room for a ________ and charge it to our company’s ________.
O : Now I understand. When would you like to make the reservation for?

Page | 20
 english for tourism
elementary
Sec : June 10 to June 15 .
th th

O : Does that mean he will be checking out on the 15th or 16th of June?
Sec : On the 16th __________ __________.
O : Can you give me Mr. Roberts full name please?
Sec : Yes, Alan Roberts.
O : Alan?
Sec : Yes. A as in ________, L as in ________, A as in ________ and N as in __________.
O : And the __________?
Sec : AR-OU-BEE-EE-AR-TEE-ES
O : And can you give me Mr. Allen’s first name?
Sec : You are not going to __________ this, but his name is Robert.
O : AR as in __________, OU-BEE-EE-AR-TEE?
Sec : Yes, that’s right.
O : And your __________ and __________ Miss?
Sec : Miss Robins, 543-5431
O : Would you __________ that, please?
Sec : Yes, certainly. Miss AR-O-BEE-EI-EN-ES, 5-4-3-5-4-3-1.
O : Well, thank you Miss Robins. Please could you ________ the reservation by ________
or _______?
Sec : Yes, certainly.
O : Good afternoon. Sari Pan Pacific. Can I help you?
Sec : This is Miss Robins from Prima Oil Co. I spoke to you this morning about a reservation
for Mr. Roberts.
O : I am sorry Miss Robbins. I think you must have __________ to someone else. I only
just came _______ __________. Who would you like to __________ to?
Sec : Oh, I’m not sure. I want to change the _________ of the reservation I made this
morning and the operator on duty took the __________.
O : Just __________ the line please and I will _________ __________ __________ to
reservations.
Sec : Thank you.
O : The line is busy, can you _______ a moment please?
Sec : Yes.
O : Hold the __________, I’m just putting you through to Reservations.

Translate to good English

1. Saya ingin memesan sebuah kamar untuk tanggal 4 sampai 10 Juli.
2. Dapatkah saya memesan sebuah kamar dobel dari tanggal 18 Januari untuk 4 malam?
3. Hari apa anda akan check-out?
4. Boleh saya minta nama lengkap anda?
5. Dapatkah anda eja itu lagi? Saya tidak dapat mendengarkan anda.

Create the dialog based on the given clues below

COSTUMER RESERVATION STAFF
● wish to reserve a room for a particular date ● ask about the type of room needed
● say the type of room ● ask about length of stay
● say the length of stay ● offer a room
● ask the rate of the room ● tell the room rate and what it includes
● ask if that will be suitable
● say the rate or type is suitable ● ask the guest’s name
● say the name ● ask the time of arrival
● say the time of arrival ● confirm the reservation, welcome,
look forward, etc

Page | 21
 english for tourism
elementary

9 Types of Holiday and Trends in Tourism

Look at the pictures above. What types of holidays do they show?

What other types of holiday can you think of?

Vocabulary
Put the words (1 – 12) into the appropriate descriptions (a – l)

1. culinary 2. cultural 3. educational 4. romantic 5. historical

6. weekend break 7. special interest

a. You can have a great …… holiday along Jalan Malioboro and at Beringhardjo traditional
market in Yogyakarta.
8. nature 9. shopping 10. adventure 11. sport 12. pilgrimage
b. If you like pottery you can enjoy a/an …… holiday in Kasongan Yogyakarta.
c. That tourism institute in Jakarta visits Bali every year for their …… tour.
d. Families in Jakarta spend their …… regularly in Puncak West Java.
e. If you go to Nusa Dua Bali you can enjoy a variety of …… such as golf and cycling.
f. The …… tour to the tombs of Wali Songo (the nine saints) is very interesting.
g. Bimo is going on a/an …… holiday to Solo. He wants to try nasi liwet and serabi.
h. Dewi prefers a/an …… holiday in Tanah Toraja. Trekking is great there.
i. Lombok is a fantastic place for a/an …… holiday, especially for honeymooners.
j. There are lots of …… places in Yogyakarta. One of them is the Kraton.
k. You can have a wonderful …… holiday in Toba Lake, North Sumatra.
l. If you visit Borobudur, you can enjoy an educational and a/an …… holiday at once.

How would you describe the holidays above?

 frightening
What about using these
 exciting activity
 relaxing words?
 for the family
 a bit pricey
 exhausting
 reasonable
 cultural
 exorbitant
 once-in-a-life-time
 once in a life time
 entertaining
 rock bottom price
 romantic
 economical
 educational
 costly
 exotic
 free of charge

Page | 22
 english for tourism
elementary
Speak out
 Where would you consider it economical/ reasonable/ exorbitant to go for a holiday?
 What kinds of tourist activities in your area which are free of charge?
 What are the disadvantages of holidays at rock-bottom prices?
 What are the advantages of holidays at costly prices?

What is the trend of the current tourism in Indonesia?

 MICE tourism?
 Cultural tourism?
 Marine tourism?
 What else?

 How many types of traveler can you think of?

 What is the difference between a traveler, a visitor and a tourist?
 Write a brief definition of each.

Definitions of Tourism
The UNWTO defines tourism as the activities of people traveling to and staying in places outside
their normal environment for not more than one consecutive year for purposes such as leisure
and business.

Three types of tourism:

 Domestic tourism
 In-bound tourism
 Out-bound tourism

The groups of people who are included as tourists are traveling for purposes like: leisure and
recreation, business or professional reasons, VFR, health or sport reasons, and on a pilgrimage.

Complete the Diagram Below

TRAVELLERS

Included in Tourism Statistics Not Included in Tourism Statistics

VISITORS

A) B) 1) Temporary Immigrants

■ MAIN PURPOSE OF VISIT 2)

1) Leisure and Recreation 3) Nomads

2) 4)

3) 5) Members of the armed forces

4)

5)
Page | 23
6) Others
 english for tourism
elementary
Commonly confused words

journey trip flight voyage

crossing drive ride tour

1. If you’re visiting Yogya, why not go on a day … to Kraton?

2. The … was delayed because of air traffic congestion over Ngurah Rai.
3. The … on the ferry to Gilimanuk was very rough.
4. The train … from Yogya to Bandung was uncomfortable.
5. The Titanic sank on its maiden …
6. Why not hire a car and go for a … in the city?
7. There’s a football team on … and they want hotel accommodation.
8. The museum is a short bus … from the tourist information office.

Cultural tourism in Yogyakarta

Kasultanan Yogyakarta Palace

More than 200 years ago, the site of the Kasultanan Keraton Yogyakarta (be) … a swamp
area named Umbul Pachetokan. Then they (build) … a Pesanggrahan (housing settlement)
called Ayodya.

At present, Yogyakarta palace (overlook) … the north and (lie) … between Mt. Merapi in
the north and the south sea. In the Balairung of the Palace, visitor can (see) … Pisowanan
Agung (visual display of a royal meeting) where hundreds of years ago the king (sit) … on a
magnificent throne, which (overlook) … some high royal officials.

In the main yard of the palace, the king (use) … many different buildings for his daily
activities. There (be) … a building where the king (receive) … his important guests. Also, a
building for a party, a building where the guests usually (have) … a rest, and some other
buildings.

In the area, there is also a Kaputren (royal park) for the unmarried princess. The park is
prohibited for visitors.

Pronunciation: Word Stress

Say these words
costly appeal romantic affordable situation tourism

Where is the stress? Word stress is very important because if you place the stress on the wrong
syllable, other people will find it difficult to understand you.

What about these words? present record

Now, read the following words aloud

■ adventure ■ Italy` ■ relaxing ■ expedition
■ Japan ■ about ■ Britain ■ unbeatable
■ safari ■ accompanied ■ forest ■ photographer
■ again ■ prohibitive ■ jungle ■ cancellation
■ package ■ exhausted ■ holiday ■ shopping

Page | 24
 english for tourism
elementary

10 Describing Hotels and Hotel Facilities

Look at the pictures above. What do you think their star ratings are?
What kind of rooms, facilities and services would you expect to find
in these hotels?

Find the description of these hotels

resort hotel motel guest house congress hotel

commercial hotel airport hotel luxury hotel country house hotel

1. it is built specially to provide a service to motorist.
2. it provides every facility a wealthy guest might need.
3. it is situated in a place where tourists like to stay, often near the sea. Guests may stay
for a week or two and usually book in advance.
4. it provides accommodation for people going to or coming from other countries, usually
only staying for one night.
5. it is often situated in a town center and provides accommodation for travelling
businessmen, staying only one or two nights.
6. it provides facilities for large meetings and conference with a lecture theater and
exhibition facilities.
7. it provides low-priced accommodation, usually on a small scale, for holiday visitors or
long-stay guests.
8. it is situated in pleasant scenery and provides comfortable but informal accommodation
for people who want to relax in a quiet place.

What are the most important facilities for you when staying in a hotel?
Match the words below.
1. en suite a) dryer
2. 24-hour b) bathroom
3. quality c) furnishings
4. spacious d) telephone
5. hair e) service
6. direct-dial f) room service
7. satellite g) cleaning
8. porter h) rooms
9. dry i) TV

Speak Out
 What are the star ratings for hotels?
 Can you give some examples of star rating hotels in Yogyakarta?
 Why do you think those hotels were given the ratings?
 What factors influenced a hotel classification?
 What is PHRI?

Page | 25
 english for tourism
elementary
ROOM TYPES
Do you know words for the following types of room? Match these definitions with the words
underneath.
a. A room occupied by one person.
b. A room with one large bed for two people.
c. A room with two single beds for two people.
d. A room with three single beds, or a double bed and a single bed, suitable for occupation
by three people.
e. A set of two or more rooms including a bedroom and a sitting room.
f. A large room with a partition to separate the bedroom area from the sitting room area.
g. A well-furnished and luxurious suite at the top of the building.
h. A room with four or more beds, particularly suitable for a family with children.
i. A room not used as a bedroom, where guests may read, watch TV, etc.
j. Two or more rooms with a door to allow access from one room to another.

1. SUITE 4. SINGLE ROOM 7. DOUBLE ROOM 9. JUNIOR SUITE

2. FAMILY ROOM 5. PENTHOUSE 8. TRIPLE ROOM 10. LOUNGE/PARLOR
3. TWIN ROOM 6. CONNECTING ROOM

Complete these sentences spoken by a hotel manager answering enquiries about

rooms.
a. All our rooms have c _ _ tr _ l h _ _ t _ ng.
b. They all have a w _ sh b _ _ in and t _ _ l _ t.
c. Our single rooms are very c _ mf _ rt _ b _ _ and the rates are very r _ ason _ b _ _.
d. Or for real ec _ n _ my, let’s suppose you have a sales conference. You could d _ _ ble
up your sales staff and put them into t _ _ n rooms.
e. For something more l _ x _ r _ ous, we can offer our Delphos Suite.
f. It has its own private t _ rr _ _ e, where guests can sit outside and enjoy the view of the
lake.
g. I can recommend our Bella Vista Penthouse. From the b _ lc _ _ y there’s a
magnificent view over the whole countryside.

Explain the purpose of these rooms in a hotel.

■ Banquet Room ■ Ballroom ■ Exhibition room ■ Reception Room ■ Conference Room

Look at the list of rooms. Which of these places in a hotel would be suitable for the
people below?
■ an exhibition room ■ a reception room ■ a sauna ■ a banqueting room
■ a conference room ■ a swimming pool ■ a restaurnt ■ a tennis court
■ a ballroom ■ a sports complex ■ a cinema ■ a bar

1. Mr. Alexis is the secretary of the Arcadian Lawyers Association. He wants a place where
lawyers can meet each other and listen to talks. _______
2. Salwa Al Arabi is the Sales Manager for a publishing company. She wants a place where she
can show new books. _______
3. Mr. And Mrs. Fox want to organize a dance for their daughter, for her 21st birthday. _______
4. Anna and Tom are getting married. They want a room where people can meet after the
wedding, have drink and give speeches. _______
5. Mr. Cesare has three foreign visitors to his company. He wants to take then for a good meal.
_______
6. Mrs. Dupont runs her own company. She wants to arrange health-and-fitness facilities for her
employees.
7. Mr. Ho wants to organize a dinner for 150 members of the Hong Kong Lion Club. _______

Page | 26
 english for tourism
elementary

11 Comparing Hotels and Tourist Destination

Making Comparisons
Look at the examples and complete the rules below
The Hyatt is more expensive than Mercure.
Jakarta is one of the busiest cities in the world.
The Melia Jogja is older than the Sheraton.
Prices are as expensive as in other major capital cities.
To form comparatives and superlatives of …
1. three-syllable adjectives …
2. one-syllable adjectives …
3. two-syllable adjectives ending in –y
4. similar or identical people and things

What about good – bad – far  here are the RULES

HOW TO MAKE COMPARATIVE AND SUPERLATIVE ADJECTIVES

START HERE Has the adjective No Has the adjective No

got one syllable? got two syllables?

Yes Yes

Yes Does the adjective Does the adjective No

end in –e? end in –y?

No Yes

Has the adjective Yes Change y to i

got two vowels?

No

Does the adjective Yes

end in one
consonant?

No

ADD –r / -st to the Double the last ADD –er / -est to PUT MORE / MOST
adjective letter the adjective before the adjective

Page | 27
 english for tourism
elementary
What are the comparative and superlative forms of the following adjectives?

Comparative Superlative
1. yellow ……… ………
2. patient
3. lucky
4. secure
5. weak
6. generous
7. rare
8. simple-minded
9. clever
10. big
11. busy
12. honest
13. polite
14. handsome
15. sexy

EXERCISE on COMPARISON
Example  The Hyatt has much more rooms than Novotel.

The Hyatt Novotel

1. Rooms ***** **
2. New ***** *
3. Restaurants ** ****
4. Expensive *** ***
5. Provides good service * ***
6. Guests ** **
7. Near the airport *** **
8. Good ***** ***

MORE EXERCISE on COMPARISON

PETER ME

1. KIDS *** **
2. TALL **** *
3. MONEY ** ****
4. WORK HARD * ***
5. SPEAK FLUENTLY ** **
6. GOOD LOOKING **** *
7. INTELLIGENT ** ****
8. EXPERIENCE *** **
9. DRINK * **
10. GO OUT ** ***
11. FREE TIME **** *
12. RECORDS * **
13. LAZY * ****
14. QUALIFICATIONS *** ***
15. GENEROUS ** **

Page | 28
 english for tourism
elementary

12 Showing a Guest Room

Dono, a hotel porter, shows Mrs. Jansen, a guest from Holland, her room on the third floor.
What do they say to one another?

Dono : Here we are, Mrs. Jansen, 316. Your luggage is there on the rack, and here’s the key.
Mrs. Jansen: Thank you. Nice room.
Dono : Yes, Ma’am. Have a look out the window.
Mrs. Jansen: Oh, … beautiful. I love the mountain view. Please don’t draw the curtain yet.
Dono : Fine. If you want to close the curtain later on, just pull this cord on the right.
Mrs. Jansen: Good. I think I can manage.
Dono : Would you like to have more lights on?
Mrs. Jansen: The reading lamp, please.
(after turning on the lamp)
Dono : The light switches are by the bedside table over there, Mrs. Jansen. The TV switch is
here, too.
Mrs. Jansen: Oh, that’s convenient.
Dono : You’ll find snacks and drinks in the mini bar and the price list on top of the bridge.
Mrs. Jansen: Fine.
Dono : Is it cool enough for you?
Mrs. Jansen: It’s just right. Thank you.
Dono : In case you want to adjust the temperature, the thermostat is beside the door.
Mrs. Jansen: Well, everything seems just fine.
Dono : Mrs. Jansen, the hotel would like to offer you a welcome drink. What would you like
to have?
Mrs. Jansen: Oh, that’s wonderful. Well, … I think I’ll have some fruit punch.
Dono : Fine. And if you need anything else, just dial 0 for the Operator.
Mrs. Jansen: I guess service here is around the clock?
Dono : That’s right. The service directory is on the table by the bed. Is there anything else I
can do for you?
Mrs. Jansen: No, thank you. Everything is wonderful.
Dono : Fine, Mrs. Jansen. We hope you’ll enjoy your stay here. Good-bye.
Mrs. Jansen: Good-bye, and thank you.
Dono : You’re welcome.

Are You Familiar with Items in a Hotel Room?

Which of these items below are usually found in a hotel room?

■ coffee table ■ stove ■ armchair ■ bedside table ■ dresser

■ bar stool ■ built-in closet ■ computer ■ lamp ■ bed
■ radio ■ painting ■ luggage rack ■ mini bar ■ wall clock
■ stereo set ■ trolley ■ sofa ■ desk ■ TV set

Relationship Between Things

Pair the things in column A with column B
Column A Column B
door toilet coat hanger carpet
closet washbasin flush pillow
floor bed mirror switch
lamp telephone key curtain
window dresser directory faucet

Page | 29
 english for tourism
elementary

Locating Things in a Hotel Room

If you want to show a guest the location of things in a hotel room, you need to use the right
prepositions.
■ on ■ in front of ■ at ■ in/inside ■ behind
■ against ■ out of/outside ■ on top (of) ■ in the middle (of) ■ between
■ through ■ in the corner ■ beside/next to ■ under/underneath/beneath
■ in the corner ■ on/to the left ■ on/to the right

Giving Information about Where Things Are

A guest asks about the location of things in the room, and you give him/her the necessary
information. Tell the guest where he/she can find:
■ tissue paper ■ an extra blanket ■ a ball-point pen ■ straws
■ matches ■ the thermostat ■ an ashtray ■ slippers
■ the TV program ■ the curtain cord ■ a shower cap ■ the menu
■ tonic water and gin ■ ice cubes ■ a face towel
■ the light switches ■ coat hangers ■ shampoo
■ a socket for hair dryer ■ a laundry bag ■ toilet paper
■ the telephone book ■ the waste basket ■ the DON’T DISTURB sign

Making Up a Laundry List

Are you familiar with the items of clothing? Describe the items of clothing below.
■ sweater ■ suit ■ slacks ■ blazer ■ jacket ■ trousers
■ T-shirt ■ tie ■ dress ■ long skirt ■ scarf ■ home dress
■ blouse ■ shirt ■ shorts ■ pajamas ■ nightgown ■ evening dress

Answering Questions
1. Would you show me how to lock the door?
2. How do I adjust the temperature?
3. How can I get the operator?
4. How does the shower work?
5. Would you turn down the temperature?
6. Do you accept tips?
7. Can I have an extra blanket?
8. Where is the radio control?
9. How do I close the curtain?
10. Which is the cold water faucet?

Responses
a. Yes, we’re allowed to.
b. There’s one in the closet, on the top shelf. I’ll get it.
c. The thermostat is near the door. Just turn the switch.
d. It’s the one on the left, with the blue spot on it.
e. Push this knob down. Let me show you.
f. Of course. Yes, it’s quite cold in here.
g. The on and off switch is here, by the bedside table.
h. When you close the door, it locks automatically.
i. Just pull the cord by this side of the window …
j. Dial 0, please

Page | 30
 english for tourism
elementary

Note My Tourism Dictionary

Tourism Objects
1. Pasar Beringharjo 1. ...
2. Pasar Klitikan 2. ...
3. Taman Pintar 3. ...
4. Monumen Jogja Kembali 4. ...
5. Keraton Yogyakarta 5. ...

Souvenirs
1. Wayang kulit 1. ...
2. Sandal kulit 2. ...
3. Dompet kulit 3. ...
4. Wayang golek 4. ...
5. Kerajinan perak 5. ...

Foods and Drinks

1. Gudeg 1. ...
2. Bakpia 2. ...
3. Wajik 3. ...
4. Getuk 4. ...
5. Lemper 5. ...
6. Nasi Kucing 6. ...
7. Lontong 7. ...
8. Sate ayam 8. ...
9. Bakso 9. ...
10. Soto 10...

Bumbu-bumbu
1. Bawang merah 1. ...
2. Daun bawang 2. ...
3. Bawang putih 3. ...
4. Kemiri 4. ...
5. Kunyit 5. ...

Page | 31
 english for tourism
elementary
6. Cabe merah 6. ...
7. Ketumbar 7. ...
8. Serai 8. ...
9. Lengkuas 9. ...
10. Kluwak 10...

Transportation
1. Angkot 1. ...
2. Ojek 2. ...
3. Andong 3. ...
4. Becak 4. ...
5. Sewa mobil 5. ...

Others
1. ...
2. ...
3. ...
4. ...
5. ...
6. ...
7. ...
8. ...
9. ...
10. ...
11. ...
12. ...
13. ...
14. ...
15. ...
16. ...
17. ...
18. ...
19. ...
20. ...

Page | 32