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Lesson Transcript

Braden:Hi, everyone. Braden here.
Ann: Ann here. Delivering Room Service. In this lesson, you will learn how to properly deliver room service orders.
Braden:This conversation takes place in the guest's hotel room, at breakfast.
Ann:The conversation is between the Guest and the room service attendant.
Braden:One of the speakers is a guest and the other is a member of the customer service staff, so they will be speaking professionally.
Ann: Now, let’s listen to the conversation.
Braden:When making small talk in English, it’s important to occasionally compliment the person you’re talking to.
Ann:That’s right. In a hotel situation, these compliments are usually simple such as -
Braden:“Those are nice suitcases, Mrs. Smith.”
Ann:It’s also usually safe when assisting families to compliment the children of the parents, instead of directly complimenting the parents. For example,
Braden:“You have beautiful children, Mrs. Smith.”
Ann:Hotel guests and staff are in a professional relationship, meaning very direct compliments are to be avoided.
Braden:Compliments such as - “You look beautiful, Mrs. Smith.” are too direct and will probably be misunderstood.
Ann:Okay, now onto the vocab.
Ann:Let's have a closer look at the usage for some of the words and phrases from this lesson.
Braden:The first phrase is ‘I trust.’
Ann:It’s a polite phrase that is often used in hotels and restaurants. It shows respect to the person you are speaking to.
Braden:In this sense, the word “trust” means “to have confidence, or hope.” For example, “I trust that you have enjoyed your meal.”
Ann:This phrase is generally not used in casual conversation, but is very appropriate and polite in a professional situation, such as staff to guest.
Braden:And just so you know, the guest will rarely, if ever, use this phrase when speaking to the staff.
Ann:Next, we have the phrase “good for you”, which is a kind of exclamation of approval towards someone. Usually, this is said when someone has achieved something that is good for them.
Ann:For example, someone on on your staff receives a large tip from one of your guests. An appropriate response would be,
Braden:“Good for you!”
Ann:Okay, now onto the grammar.
Ann:In this lesson, you’ll learn how to properly deliver room service orders.
Braden:Delivering a room service order is very straight-forward and easy. There are a few steps that you’ll take while you’re still in the kitchen.
Ann:Step 1 - Always double check the order to make sure nothing is missing. It’s very embarrassing and inconvenient for the guest when something is forgotten.
Braden:That’s right. Depending on the guest’s order, there could be just a few or many things to check. Some typical things for the meal would be - Bread and butter, Cold food, salad, Garnishes, beverages, and napkins,
Ann:If the guest has ordered beer or wine, then you’ll need the actual beer or wine, a Cork Screw (If needed), Ice Bucket ( If needed), candles, and matches - again, if needed.
Braden:Next we have Step 2 - Arriving at the room.
Ann:When you enter the room in the morning be sure to say - “Good morning Mr. Smith.”
Braden:Unless it’s the afternoon or evening.
Ann:That’s right. When you enter the room during the afternoon, which is between noon and about 5.00, say - “Good afternoon Mr. Smith.”
Braden:When you enter in the evening which is anytime after 4 o’clock but before midnight say - “Good evening Mr. Smith.”
Ann:...and be sure to learn the name of the guest and not call them Mr. Smith by accident.
Braden:(laugh) Next we have Step 3 - placement of the meal.
Ann:That’s right. Ask the guest where they want the meal to be served. In the mornings, many people like to have breakfast in bed.
Braden:In the afternoons, many people like to have lunch in the regular serving area. Some larger rooms will have a table, and you should set the meal up there.
Ann:Two good phrases to use are “Where would your like tray, Mr. X?” or “Where shall I place the cart, Mrs. Smith?”
Braden:Now on to step 4 - finishing up
Ann:That’s right. In most hotels, the room service attendant would now properly excuse themselves and leave.
Braden:Exactly. However, in some hotels, the room service attendant will remain in the room at the guest’s request, and serve the meal.
Ann:If this is the case, remember that ladies both sit and are served first. A good tip is to seat them facing the best view, which is usually the open window.
Braden:You can use either of the following phrases, “Take a seat, please.” or “Have a seat, please.” Both are correct and appropriate.
Ann:However, “Take a seat, please.” might be perceived as if you are telling the guest what to do. For that reason we recommend “Have a seat, please.” It is less direct and more polite.


Braden:That’s it for this lesson. Thanks for listening, everyone!
Ann:And we’ll see you next time.