1. At a hotel reception desk.

An illustration of the exterior and entrance of a hotel.

Listen to a guest talking to someone at the reception desk of a hotel. Choose the correct options to complete the sentences.

2. Useful expressions.

An illustration of a guest speaking to the receptionist in a hotel.

Use the phrases to complete the dialogue. This exercise is in two parts. Scroll down to see Part 2.

Part 1

Now complete Part 2.

Part 2


Now listen to check your answers.

3. Useful expressions.

Match the descriptions to the examples of useful expressions from the conversation in the previous exercise.

4. Wi-Fi instructions.

Use the words to complete the instructions on using Wi-Fi in the hotel rooms.

5. Returning to hotel reception.

An illustration of a guest speaking to the receptionist in a hotel.

Listen to a second conversation at reception. Put the topics in the order that they occur in the conversation.

6. Returning to hotel reception.

Listen to the conversation again and mark the statements true or false.

7. Useful expressions.

Choose the correct phrases to complete the conversation.


Now listen to check your answers.

8. Returning to hotel reception.

An illustration of a guest speaking to the receptionist in a hotel.

Listen to a third conversation at reception. Put the topics in the order that they occur in the conversation.

9. Returning to hotel reception.

Use the phrases to complete the conversation. This exercise is in two parts. Scroll down to see Part 2.

Part 1

Now complete Part 2.

Part 2

Now listen to check your answers.

10. Review.

Put the expressions and sentences into the correct category.

11. Review.

Put the words in order to complete the sentences.

12. Speaking Tutorial 3.

During the tutorial you will do a role play with your tutor, with you in the role of a hotel receptionist and your tutor in the role of a guest. The role play will consist of the following three short conversations.

Conversation 1
Greet the guest and ask how his/her day has been.
Answer the guest's questions. The guest will ask you about the following:

  • using the Wi-Fi
  • mealtimes
  • the fitness centre
  • taxis to the city centre

Conversation 2
Greet the guest.
Respond to the guest's complaint that the Wi-Fi connection isn't working.
Offer a solution and apologise.

Conversation 3
Greet the guest.
Ask the guest if everything is to her/his liking and if you can help him/her in any way.

Remember to use language that you have studied in this section.

Offering to help
Can I help you?
Would you like me to ...?
We're only too pleased to be of help.
Just let me know if you need anything else.
Would that be convenient for you?

Explaining
If you'd be so kind, I just need to see ....
Well, if I'm not mistaken, the cable is there.
I'll have a word with the cleaners.
I'll leave a note for the technicians.

Apologising
Please accept my apologies.
I'm sorry for the inconvenience.
Please accept my apologies once again.

Responding to thanks
You're welcome.
Not at all.

Greetings and goodbyes
Good morning, madam/sir.
Have you had a nice day out and about?
Hello. How are you this evening?
Have a nice evening.
Have a pleasant evening.
Goodbye for now.

Expressing sympathy
Oh, that's a pity.
Oh dear. That's not very satisfactory.
Oh dear, that's no good.

Remember, you can also ask your tutor any questions you have about what you have studied in this section.

Useful phrases for the speaking tutorial:
Hello, this is ....
Can I speak to ..., please?
Hello ..., this is .... I'm calling to do Speaking Tutorial 3 of the Dealing with the Public module.