English as a Second Language Class: Regency Hotel

Welcome to Study Coach, supporting learners with English as a Second Language. Study Coach is based in the UK but learners can be based anywhere in the world, feel free to access a class when it is convenient for you. This week we are looking at the world of Hospitality, you can listen to the audio clip and read the scenario, followed by answering questions.

Regency Hotel:

You are on duty as the Receptionist at the Regency Hotel. A very angry lady stamps into the lobby, and bangs her umbrella down hard on the desk, commanding attention.

She immediately launches into a furious tirade directed at the inefficiency of the staff, the poor management of the hotel and the inconvenience for which she has been subjected.

It transpires that the evening staff last night had booked her into a nearby hotel because they were overbooked. She did not receive any telephone calls, although she knows several people have called her. Her luggage was not sent on as promised and the other hotel omitted to wake her up this morning. To add insult to injury her friend arrived at the Regency Hotel (your hotel) after her and was given a room. 

Task:

(1) Does ‘stamps’ means?

• a) quickly
• b) heavily 
• c) quietly 

(2) Is Regency associated with 

• a) low status
• b) middle status
• c) high status 

(3) How would you describe a ‘furious tirade’ 

• a) a short gentle speech
• b) a long angry speech 
• c) a fast speech 

(4) How efficient is the hotel management?

• a) quite efficient
• b) moderately efficient
• c) not efficient 

(5) Do you think there was a cancellation?

• a) Yes (please give your reason)
• b) No (please explain your reason) 

Additional Question: What social skills would you need to use in this situation with the angry lady?

PART 2

The InterContinental Hotel 

• ‘A stay at InterContinental New York Barclay Hotel, places you in the heart of New York, within a 10-minute walk of 5th Avenue and Rockefeller Center’. 

Spelling – USA (center) UK (centre)

heart of New York

heartless

generous heart

let’s get to the heart of the matter

he has a heart of gold

• ‘Make yourself at home in one of the 704 air-conditioned rooms featuring minibars and flat-screen televisions’. 

What is the meaning of: ‘make yourself at home’

• ‘Complimentary wireless Internet access keeps you connected.  Private bathrooms have complimentary toiletries and hair dryers’. 

complimentary drinks

compliments of the season

he paid me a compliment 

What do you understand by the term ‘private bathrooms’. 

• ‘Conveniences include phones, as well as safes and desks.Take advantage of recreation opportunities such as a 24-hour health club. Additional features at this hotel include wedding services and a ballroom’. 

conveniences 

convenient shop

is it convenient

don’t inconvenient yourself

how convenient is it

when is it convenient for you

it is totally inconvenient