1、Offering Help As a member of the hotel industry you will inevitably find yourself in a situation that requires you to offer help or assistance to a guest. This situation may present itself as an absolute necessity or one of simply polite behavior. In either case, knowing what to say in those situati
2、ons will hold you in good stead with the guests. At times, you will be in situations that you will offer your help and at other times you may be asked to respond to a guest that has requested help. Look at the expressions below that cover both circumstances. When offering help When asking for helpWo
3、uld you like some help? Could you give me a hand? Can I give you a hand? Would you mind helping me out? Do you need any help? Could you help me please? May I offer my assistance? I need some assistance please.Need any help?DialogueWhen offering helpStaff: Excuse me maam, could I help you with your b
4、ags?Guest: That would be great thanks.Staff: Pardon me sir, but it looks like you could use some help with thosepackages.Guest: I sure could, thanks.When responding to helpGuest: Excuse me, but can you help me? Staff: Of course maam, what can I do for you? Guest: Someone just stole my purse off my s
5、houlder outside the hotel.Staff: Thats terrible. Are you OK?Guest: Yes, just shaken up a bit.Staff: Why dont you seat down here and Ill call the police for you.Guest: Thank you; I appreciate your help.Guest: I dont understand what the taxi driver is trying to say. Could youtranslate for me?Staff: Of
6、 course sir, Id be delighted to help.Guest: Oh, thank you. I would really appreciate that.PracticePractice using the above expressions by having a dialogue similar to the ones above with a partner, one partner taking the role of the guest and the other the role of the staff. For additional practice,
7、 switch roles. Practice the dialogue several times, trying to use all of the expressions noted above. More PracticeRole play the following situations with a partner, one person taking the role of the guest and the other person taking the role of a hotel staff. Practice both offering help and respond
8、ing to help. For added fun, really take on the role. Pretend to be in front of an ATM looking confused, pretend to be having difficulty moving luggage, pretend to be an elderly gentleman limping to an elevator. Move luggage Put a box in a trunk Use an ATM With a stolen purse Carry a handful of shopp
9、ing bags Carry a baby and push a stroller at the same time (a mother) Limping to the elevator (an elderly man) Listed below are some common vocabulary words that hotel employees should know in order to assist guests with any problems they may have. Health CareHealth problems Emergency Services Perso
10、nnelcold ambulance doctorflu fire department nurseheadache police dentiststomach ache hotel security opticiandiarrhea clinic pharmacisttoothache first aidGiving AdviceGuest, many times being in foreign countries and unfamiliar cultures, may need some advice or suggestions in certain situations. It i
11、s only natural that they would seek assistance for the hotel staff. Giving sound advice and suggestions to guest when needed can make the difference between an OK vacation and a great one. There are several expressions that can be used when asking for or giving advice and suggestions. Look at the ex
12、amples below. When asking for adviceWhat do you think I should do?What would you do in my shoes?Do you have any ideas about what to do?What would you suggest?Can you think of anything that might help?When giving advice Why dont you ( take a taxi instead, its faster.) Have you thought about ( getting
13、 some medicine at the pharmacy)? I think you should ( see a doctor). Have you considered ( the local markets? Sometimes they havegreat deals). One option may be to ( call you embassy). When responding to advice Thats a good idea.That might work. I hadnt thought of that.Maybe youre right.Thanks for t
14、he advice. Thanks, Ill try that.DialogueGuest: That food was really spicy and upset my stomach. Staff: Maybe you should get some medicine at a pharmacy.Guest: Thats a good idea. Thanks.Guest: That woman looks angry. Did I do something wrong? Staff: Actually sir, that gesture you used is considered v
15、ery rude in ourculture. Guest: Im sorry, I didnt mean to offend anyone. What should I do in thatsituation?Staff: Using this gesture instead is appropriate.Guest: Thanks for the advice.Guest: I cant seem to find any of the souvenirs I want at the mall. I cant gohome empty handed. Do you you where I c
16、ould go? Staff: Have you considered shopping at the traditional open market. It hashundred of items to chose from and the prices are usually cheaper thanin the mall.Guest: Thanks, Ill try that.PracticePractice using the above expressions by having a dialogue similar to the ones above with a partner,
17、 one partner taking the role of the guest and the other the role of the staff. For additional practice, switch roles. Practice the dialogue several times, trying to use all of the expressions noted above. More PracticeRole play the following situations with a partner, one person taking the role of the guest and the other person taking the role of a hotel staff. Provide a guest with advice for: A sunburn Get a bargain on clothes Activities on a rainy day With a toothache With a cut finger With broken glasses Stop the hiccups Sleeping well