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Front Desk English
Part I Conversational English for Receptionists
Situational Dialogues
Making Rooms Reservations 2
Checking In 4
Changing Rooms 6
Answering Inquiries 7
Helping to Look for Someone 7
Helping to Looking for Baggage 8
Receiving Visitors 8
Giving Other Services 9
 Commonly Used Expressions 10
Part II Conversational English for Cashiers
Situational Dialogues
Exchanging Money 11
Setting a Bill by Cash 12
Setting a Bill by Credit Card 12
Setting a Bill by Traveler’s Cheques 13
Separating Bills 13
Checking the Items 14

 Commonly Used Expressions 14
Part I Conversational English for Receptionists
Situational Dialogues
Making Rooms Reservations
Dialogue One: Walk In Guest
Receptionist : Good morning, Madam. May I help you?
Guest : Good morning. I’d like to reserve some rooms for a (tourist) party.
Receptionist : Certainly. We have various types of room. We have king-size bed single rooms, double
rooms and suites, etc. Which kind of room would
you like to reserve? Here is the tariff to our

hotel.
Guest : That’s great. I’d like to book three Premier
single Rooms, five double rooms and two
Grand Premier Suites.
Receptionist : Yes, madam. For which dates would you like to book the rooms please?
Guest : From tomorrow till 28
th
. That’s five days in all.
Receptionist : I see. Now please fill out the form .
Guest : Here you are. Is everything done?
Receptionist : Yes, Ms. XX, a deposit of US$1,000 is required to confirm this booking.
Guest : No problem. Here you are.
Receptionist : Thank you. Please keep this receipt for check in tomorrow morning.
Guest : Thank you. By the way, is there any preferential rate for the party?
Receptionist : Yes, there is a 10 percent discount.
Guest : That’s wonderful. Thank you very much.

Receptionist : You’re welcome. I hope all of you will have a nice stay here.
Dialogue Two(Regular Guest- incoming call)
Receptionist : Good afternoon, Reception. May I help you?
Guest : Good afternoon. I’d like to make a reservation at your hotel.
Receptionist : Certainly. May I have your name, please?
Guest : Yes, it is Blake, John Blake.
Receptionist : Thank you. Mr. Blake, glad to hear from you again! When would you like to reserve the
room for and how many nights will you stay?
Guest : From May 10 to 16, seven nights.
Receptionist : How many guests will there be?
Guest : We’ll be four altogether.
Receptionist : All right. What kinds of rooms would you like?
Guest : Two single rooms and one double room.

Receptionist : Mr. Blake, would you prefer the rooms facing the golf course as usual?
Guest : I think I prefer the rooms facing the golf course.
Receptionist : No problem. By the way, what time will you arrive?
Guest : About 4 (o’clock) pm.
Receptionist : Very good. See you on May 10.
Guest : See you then.
Dialogue Three
Receptionist : Good evening, sir. May I help you?
Guest : I’d like a single room for two nights.

Receptionist : Have you made any reservation with us?
Guest : I’m sorry I haven’t.
Receptionist : I’m sorry to tell you that all the rooms are fully booked. There are no vacant rooms. It
is the busy season for golfing.
Guest : Can you recommend another hotel for me?
Receptionist : Let me phone Hotel Palais Royale(名冠金凯凯)… You are lucky, sir. The hotel is not full.
Guest : Could you tell me how to get there?
Receptionist : It would be more convenient to take a taxi to get there.
Guest : How long does it take?
Reception : It’s just about 15 minutes’ drive.
Guest : Yes, I need a taxi. Thank you.
Receptionist : You’re welcome. Just a moment please, I’ll get our bellboy here to help you right away.
…
Dialogue Four
Receptionist : Good morning, sir. What can I do for you?
Guest : May I ask you some questions?
Receptionist : Yes, please. How can I help you?
Guest : I’ve booked a single room for five nights, but I want to extend my reservation for two
nights longer. In addition, I’d like to move to a Premier Suite.
Receptionist : May I have your name, please?

Guest : My name’s Johnson.
Receptionist : Let me check the registry. Oh, yes, Mr. Johnson, no problem, I’ll change it for you right
away.
Guest : When shall I go through the procedures?

Receptionist : You may do it now.
Guest : I’m sorry to trouble you.
Receptionist : No trouble at all,… Here’s your new room card Rm 5068, and please sign here.
Checking In
Dialogue One
Receptionist : Good evening! Welcome to Mission Hills. What can I do for you, sir?
Guest : Yes, I have a reservation with you.
Receptionist : May I have your name, please?
Guest : I’m called Tom Addison.
Receptionist : Yes, Mr. Addison. You’ve made a reservation. May I have a look at your passport, please?
Guest : Here you are.
Receptionist : Would you please fill out the registration form?
Guest : Here it is. Is it all right?
Receptionist : Yes, thanks. How would you like to settle your bill, by cash or credit card?
Guest : Could I pay with traveler’s cheques?
Receptionist : Sure. Here is the key to Room 3008 and the key card, please sign on it. The bellboy will
show you the way.
Guest : Thanks. By the way, what’s the rate for a night?
Receptionist : The rate is _____ yuan for a night.
Guest : That’s not too expensive. Good-bye.
Receptionist : Good-bye.

Dialogue Two
Receptionist : Good morning! May I help you?
Guest : Good morning! I’d like a single room for three nights.

Receptionist : What kind of room would you like, sir?
Guest : Please tell me more about it.
Receptionist : Certainly, sir. We have Deluxe Rooms, Premium Rooms, Club Suites and Mission Hills
Suites and Imperial Suite.
Guest : I see. I’m interested in the Deluxe Single Room.
Receptionist : Certainly, please fill in the registry.
Guest : Here you are.
Receptionist : Mr. XX, how would you like to settle your bill?
Guest : I think by credit card. What is the rate for a night?
Receptionist : The rate is _____RMB. May I have your credit card please? …
Here is the key, Mr. XX. Your room No. is 5023, please sign on the card. The bellboy will
show you up.
Guest : Thank you for your help.
Receptionist : My pleasure. Hope you’ll enjoy your stay.
Dialogue Three
Receptionist : Good afternoon, sir. Welcome to Mission Hills. May I help you?
Guest : I’d like to check in, please.
Receptionist : Do you have a reservation with us?
Guest : Yes, I’ve made it from tonight.
Receptionist : My I have your name, please?

Guest : Yes, it’s Peter Williamson.
Receptionist : How do you spell your family name?
Guest : W-I-double L-I-A-M-S-O-N.
Receptionist : Please wait a moment Mr. Williamson. I’ll check the record… Yes, you’ve booked a
double room for four nights. Would you fill in the registration form, please?
Guest : Sure. Here you are.
Receptionist : How would you like to settle the bill?
Guest : My company will pay the bill.
Receptionist : I see. May I have your credit card for the deposit?

Guest : Yes, here you are.
Receptionist : Thank you. Here is the key card, and please sign on it. Your room is 5026 on the 5
th
floor.
Our bellboy will show you to your room. Have a nice stay.
Guest : Thank you so much!
Receptionist : You’re welcome!
Changing Rooms
Dialogue One
Guest : Excuse me, may I change my room, please?

Receptionist : May I know the reason please?
Guest : One of my friends is coming to stay with for a couple of days. So I’d like to change my
single room to a suite.
Receptionist : Please wait a moment. I’ll check the registration record… I’m very sorry, sir. There is no
suite available now. Would you mind having a double room instead?
Guest : I don’t mind as long as my friend can share with me.
Receptionist : Yes, just a moment please. I’ll change for you right away.
Guest : Thanks a lot.
Dialogue Two
Receptionist : Good evening, Madam. May I help you?
Guest : Yes, I’d like to have a bigger room. You know, you didn’t have bigger ones when I
checked in because Shenzhen High Tech Fair was being held. So I’ve been staying in a
small one.
Receptionist : I see. The Fair was over yesterday. Now we do have vacant bigger rooms. May I know
your name please?
Guest : My name is Cathy Chan and I’m staying in Room 2257.
Receptionist : When would you like to change your room, Ms. Chan?
Guest : This afternoon. What’s the rate for a bigger room?
Receptionist : ______ per night. By the way, would you prefer a room facing the golf course or a room

facing the parking lot?
Guest : I’d prefer a room facing the golf course.
Receptionist : Thank you. Your new room No. is 3136. By the way, the checkout time is 12:00 noon.
Would you mind moving to Rm 3136 before 12:00?
Guest : No problem.
Receptionist : Please dial 3 before you move, our bellboy will be glad to help.

Guest : Thank you very much.
Answering Inquiries
Dialogue One (Try to recommend the Cantonese restaurant in our club)

Guest : Excuse me, but may I ask you something?
Receptionist : Yes, of course. Go ahead please, sir.
Guest : I’m going to invite a friend to have a dinner with me. I’m interested in Guangdong
cuisine.
Could you recommend a proper restaurant in Guanlan?
Receptionist : I like Guangdong cuisine very much too. I often go to some Cantonese restaurants. You
may go and try this one … Let me write down the name for you… Here you are.
Guest : Thank you. How far is it?
Receptionist : It’s about 5 minutes’ drive. You’d better take a taxi to get there.
Guest : All right. I’ll take a taxi. And how much shall I pay for it ?
Receptionist : About ___ yuan will do. Enjoy yourselves there!
Guest : Thank you so much!
Dialogue Two
Guest : Excuse me. Can you do me a favor?
Receptionist : Certainly. What can I do for you?

Guest : I have a free day. I’d like to go sightseeing. Could you name a few places worth visiting?
Receptionist : It’s a pleasure to do so. There are many tourist attractions in S.Z, such as: Splendid
China, Folk Culture Village, Safari Park, Xianhu Botanical Garden… and so on.

Guest : Thank you very much!
Helping to Look for Someone
Dialogue One (Incoming Call)
Guest : Hello! Is this Mission Hills Hotel?
Receptionist : Yes, it is. What can I do for you, sir?
Guest : I want to look for a man called Berger Ham.
Receptionist : May I know his room No.?
Guest : I’m sorry, I don’t know. I only know that he is on business with a trade group.
Receptionist : Which country is the trade group from?
Guest : It’s from the United States.
Receptionist : May I have your name please?
Guest : John Smith.
Receptionist : Hold the line please, Mr. Smith. I’ll check it for you… Oh, Yes. They arrived the day
before yesterday. Just a moment please, I’ll connect you to the room.
Guest : Thank you very much.
Receptionist : You’re welcome.(To Guest room) Good morning, Mr. Berger Ham. This is hotel
Reception, here’s a call from John Smith. May I connect you?
…

Dialogue Two
Receptionist : Good evening, miss. May I help you?
Guest : I ’m here to see a friend called Mr. Bacon. Could you find him for me, please?
Receptionist : Mr. Bacon? Please wait a moment. Let me check the registry… Thank you for waiting.
There are several Bacons who have registered at our hotel. May I know his first name?
Guest : David, he came from Australia two days ago. He is in his fifties. It was your hotel that
I recommended to him.
Receptionist : David, two days ago, from Australia. Oh, yes, Mr. David Bacon is staying in our hotel.
Guest : Would you please call him? My name is Catherine.
Receptionist : Yes, just a moment please… I’m sorry, Ms. Catherine, there’s no answer.
Guest : I wonder where he could be? May I leave a message for him?

Receptionist : No problem.
Guest : Here is my note. Thank you.
Receptionist : You’re welcome, Ms. Catherine. We’ll pass the message to Mr. David Bacon as soon as
possible. Good night.
Helping to Looking for Baggage
Dialogue One
Guest : Excuse me. Can you do me a favor?
Clerk : Yes, of course. What can I do for you, sir?
Guest : I’ve lost a handbag.

Clerk : Do you remember when you last saw it?
Guest : Let me think it over. Oh, I remember it now. I bought a pair of sports shoes and then took a taxi
back to hotel. Right, it must be still in the taxi.
Clerk : Do you remember the taxi number?
Guest : No, I don’t. I only noticed it was Toyata car.
Clerk : Can you tell me what’s in the handbag?
Guest : Yes, there is a passport, about 2,000U.S. D, 1,000 Hong Kong dollar and some RMB pocket
money.
Clerk : All right. We’ll try our best to help you. Once we’ve got news, we’ll inform you as soon as
possible. Could you tell us your name and room number?
Guest : Yes, Mary. Room 3311. Sorry to put you to trouble.
Clerk : It’s not trouble. We’re always glad to help.
.
Giving Other Services
Dialogue One
Guest : Excuse me. There is something wrong with the zipper of my bag. Can you repair it?
Receptionist : Yes, just a moment please, we’ll contact Engineering for you right away.
Guest : OK. I’m leaving to catch the plane. Please do it right away.
Receptionist : Yes. They’re coming…

…
Guest : Many thanks for your help.
Receptionist : You’re welcome!
Commonly Used Expressions
1. All stationery is in the folder on the desk.
2. A single room or a double room?
3. Breakfast is also included. Here is the coupon.
4. Could you spell that, please?
5. Would you please put your name in capitals?
6. May I have your passport, please?
7. May I suggest you have a double room?
8. Could you give us your address, please?
9. May I have your address, please?

10. Could you please put your nationality here, sir?
11. Could you sign your name, please?
12. Do you have a reservation?
13. Do you have any charges this morning?
14. Enjoy your stay with us. / Hope your stay will be a pleasant one.
15. From which country, please?
16. For which date, please?
17. For how many nights?
18. May I repeat your message?
19. I’m afraid he has cancelled his reservation.
20. I’m afraid he is out for the day. Could you call back later, please?
21. I’m afraid, he isn’t staying in our hotel.
22. I’m afraid your room is not ready yet. Would you mind waiting for a moment, please? We are
sorry for the inconvenience.
23. I’m sorry but we are fully booked on
24. I’m sorry, he left for Hong Kong early this morning.

25. I’m sorry, he left yesterday. / I’m afraid he has already checked out.
26. I’m sorry, he is out. He won’t be back until six.
27. Is it possible for you to change the date of your reservation?
28. Sorry to keep you waiting, sir./ Thank you for waiting, sir.
29. The rate includes three full meals.
30. Please take a seat there.
31. The Deluxe Rooms are not available. Would you mind a Premium Room instead?
32. We are looking forward to seeing you soon.
33. What’s your flight number, please, in case the plane is late?
34. What’s your occupation, please?
35. Would you please sign here?
36. Yes, we accept American Express.

Part II. Conversational English for Cashiers
Situational Dialogues
Exchanging Money
Dialogue One
Cashier : Good afternoon, sir. What can I do for you?
Guest : Yes, Can I change U.S. dollars into RMB here, please?
Cashier : Yes, of course. Would you mind filling out this form?
Guest : OK… Here it is.
Cashier : Thank you, sir. You want to change US$400 into RMB. Am I right?
Guest : Yes, you are right.
Cashier : Please wait a minute. I’ll work it out for you… Thank you for waiting. It comes to RMB___
yuan at today’s exchange rate.
Guest : I see. Here are the U.S. dollars.
Cashier : Here is ___ RMB. Please Check it.
Guest : Let me see. Yes. Thank you very much.
Cashier : You’re welcome, sir. Have a nice day.
Dialogue Two

Cashier : Good morning, madam. May I help you?
Guest : Yes. Can you change this traveler’s cheque into RMB for me?
Cashier : Of course, madam. Is your traveler’s cheque in English pounds or in U.S. dollars?
Guest : It’s in English pounds.

Cashier : Yes, the exchange rate today is £1 :___ RMB. How much would you like to change?
Guest : I’d like to change £300, please.
Cashier : May I know your name, room number and passport as well, madam?
Guest : Here is my passport. I’m Ruth Sheridan in Room 3078.
Cashier : Fine. The exchange is ___RMB. Mrs. Sheridan, would you please sign here?
Guest : Okay. Is it all right?
Cashier : Yes, Mrs. Sheridan. Here is ___ RMB and your passport.
Guest : Thanks a lot.
Setting a Bill by Cash
Cashier : Good afternoon, madam. What can I do for you?
Guest : Good afternoon. I’m leaving the hotel in two hours’ time. May I settle the bill now?
Cashier : Sure, madam. May I have your name and room number, please?
Guest : Catherine Bush, Room 1068.
Cashier : Please wait a minute, I’ll work out your bill… Thank you for waiting, Ms. Catherine. It comes
to 6,800 RMB. Please check it.
Guest : That much! …Well, it seems to be correct.
Cashier : Ms. Catherine, how would you like to settle you bill? Still by cash?
Guest : Yes, by cash, here is the receipt of my advance deposit.
Cashier : Would please sign here?…Your advance deposit is 5,000 yuan. So the balance is 200 yuan.
Here is your change. Check it, please.
Guest : Well, that’s right. But keep it as my tips.
Cashier : Thank you very much! And have a nice trip back.

Setting a Bill by Credit Card
Cashier : Good evening, sir. May I help you?

Guest : I’m Conard Black, Room 5028. I’d like to check out right away, I’m leaving for Guangzhou in
a few minutes.
Cashier : Yes, Mr. Black. May I have your room card please? …Thank you.…
Mr. Black, your bill is ____yuan. How would you like to settle your bill?
Guest : I’d like to pay by credit card instead of in cash. Will that be all right?
Cashier : Yes, of course. May I have your credit card please?
Guest : Here you are.
Cashier : Just a moment, please… It comes to ____ dollars at today’s exchange rate. Will you
sign on both the bill and the card please, Mr. Black?
Guest : Sure. There you are.
Cashier : Thank you. And here is your receipt. By the way, is your baggage packed in your room
already?
Guest : Yes, everything is ready.
Cashier : I’ll call the Bellboy to bring your baggage down.
…
Setting a Bill by Traveler’s Cheques
Cashier : Good morning, madam. Are you going to check out right now?
Guest : You are right. I’m leaving for San Francisco this afternoon.
Cashier : Yes, may I have your room card please?
Guest : I’m sorry, it’s in the room. I’m Lily Hardy, Room 3216.
Cashier : It doesn’t matter, just a moment please. Ms. Hardy, do you have any charges this morning?

Guest : No, I didn’t use any hotel service this morning except room service order for my breakfast.
Cashier : One moment please. …
Sorry to have kept you waiting. The total amount for five days is _____. How would you like
to settle the bill, by credit cards or …?
Guest : I’d like to use my traveler’s cheques if I can.
Cashier : Sure. We do accept traveler’s cheques. …Would you please sign here?
Cashier : Thank you. Here is your receipt.
Guest : Thanks. Excuse me, but may I leave my luggage in the hotel until I am ready to leave this

afternoon? I’m going to say goodbye to some of my Chinese friends.
Cashier : Yes, you may leave your luggage with the Concierge.
Guest : All right. Thank you!
……
Separating Bills
Cashier : Good afternoon, madam. May I help you?
Guest : Yes. May I settle my bill straight away?
Cashier : Of course, madam. May I have your room card please?
Guest : Yes, here you are. I’m Alice Park, Room 2701.
Cashier : Yes, Ms. Park, just a moment please.
Guest : Excuse me, but could you make out two separate bills for me?
Cashier : No problem, Ms. Park. How would you like the bill split, please?(What charges would you like
to put on each bill?)
Guest : One bill covers the room rent and telephone rates, our company will pay it. The other bill
covers the other charges. I’ll pay myself.
Cashier : All right, madam. Please wait a moment.

…
Here are the two bills. This bill covers ___ RMB for the room rent and 560 yuan for the
telephone rates. And this one covers 620 yuan for your meals and 160 yuan for the service
charges. The two bills amount to ____ RMB.
Guest : Why are the telephone rates that much?
Cashier : May I check it for you?
Guest : Sorry to trouble you.
Cashier : It’s no trouble.
…
Ms. Park .You made three calls: 210 yuan for the first call, 220 yuan for the second one and
130 yuan for the third one.
Guest : Oh, I see. Here is 2,800 yuan.
Cashier : Thank you. Here is your change of 4 yuan. Would you please sign these two bills?

Guest : OK
Cashier : Here are your receipts. We hope to see you again soon.
Checking the Items
Dialogue One
Cashier : Here is your bill, madam. Please have a look at it.
Guest : Thank you. Why are the charges for my meals that much? May I look at the detailed charges?
Cashier : Yes, here they are. This is the charge for Monday’s lunch and dinner. This is for two meals on
Tuesday. This one is for Wednesday’s dinner and you didn’t have lunch at the hotel. This
charge covers your three days’ breakfasts. And the last one pays for your drinks at the Cinnabar
bar.
Guest : You’ve made it clear. It seems to be right. Thank you for your patient explanation.

Cashier : My pleasure, Ms. XX, and please sign here…
Commonly Used Expressions
1. May I check the details for you, please?
2. May I have your name and room number, please?
3. May I help you, sir?
4. Credit cards are welcome at our hotel, madam.
5. Do you have any charges for this morning?
6. Have you taken anything from the mini-bar today?
7. Here is your bill. Would you like to check it?
8. How much would you like to change?
9. How would you like to settle your bill?
10. I am sorry, madam, but there seems to have been a mistake. Would you please wait a moment? I’ll
check it for you right away?
11. It’s for the telephone calls you have made.
12. May I have a look at your passport, sir?
13. May I have your credit card, please?
14. Sorry, your credit card has expired.
Deluxe Room

Grand Deluxe Room
Premier Room
Premier Suite
Grand Premier Suite
Imperial Suite