Man: The reception, or the Front Office
Woman: this is in the entrance of the hotel, and it is the desk where you go to check in and out. It is often the information desk also, so if you have any questions or need anything go to the reception desk. Listen to this short conversation:
Woman: Hello, is this the reception desk?
Man: No, this is the concierge madam, reception is just over there on the left.
Woman: Oh, thank you.
Man: Good afternoon welcome to reception, how can I help you?
Woman: I’d like to check in please.

Man: Your Room Key
Woman: This is what you need to enter your hotel room. In some hotels it is a normal key which you must leave at reception whenever you go out, but, in many hotels it is a plastic magnetic card. Listen to this short conversation
Man: Ok, Here’s the key to your room.
Woman: Is this a key?
Man: Yes, it is a plastic swipe key. Just insert it into the slot and it will open your door. You can also use it like a credit card to charge drinks, room service or phone calls to your account.
Man: Smoking or non-smoking room.
Woman: Do you want to smoke in your hotel room, or do you want a nicotine free zone? Listen to this example:
Man: Would you like a smoking or a non-smoking room?
Woman: Really? I can smoke in the hotel? Smoking, please.
Man: Yes, you can smoke in your room, but, refrain from smoking in other parts of the hotel, unless it’s a specified smoking area.
Man: Directions to your room
Woman: How do you get to your room? Which floor is it on? Some hotels have more than one lift and staircase, which one do you take? For example:
Man: Your room is 625. It’s on the 6th floor.
Woman: How do I get there? Is there a lift?
Man: Directions to all the hotel rooms are indicated on the walls with arrows. You need to take the lift over there, then turn left and follow the directions on the landing.
Man: A porter
Woman: That’s someone who can carry your bags to your room – remember to tip him. Listen to this example:
Woman: Oh, thank you. Now I just need to know if there is anyone who could help me with my luggage.
Man: I’ll call you a porter, and he’ll take your bags for you.
Man: Hotel facilities
Woman: The services provided by the hotel, such as, a business centre, a gym, a restaurant. For example:
Woman: Could you tell me if there is a business centre in the hotel, where I can access the internet?
Man: Yes, it’s just over there, and a list of all the hotel facilities is in this brochure.
Man: Additional charges to the room.
Woman: These are additional costs if you use certain hotel services, so check the telephone tariffs before you make a phone call from your room, also, the mini-bar price list before you take a coca cola from the fridge in your room. Now listen:
Man: OK, that’s £345 madam.
Woman: Excuse me, this can’t be right, I’ve stayed here 2 nights and the price is £95 a night. What are all these additional charges?
Man: Well you had 3 coca colas, 2 oranges juices and a packet of peanuts from your mini bar, and you called Italy several times.
Woman: But an additional £155, that’s outrageous!
Man: Well the additional charges are clearly indicated in the rooms…