Hospitality Vocabulary in Real Life B1–B2: 480 Words and Phrases for Check-in, Reservations, Guest Requests and Payments — with Exercises and Answer Key

The right word for every guest. 480 words and phrases to use at the front desk.

You already know how to smile and welcome a guest. But at the front desk you also need the exact words: how to explain a pre-authorisation, say that a late check-out is subject to availability, mark a room as out of service, or read back a booking reference without mixing up the digits. Hospitality Vocabulary in Real Life B1–B2 teaches the 480 words and phrases hotel teams really use, in real conversations, emails, chats and handover notes from one hotel group.

Inside this book

• 24 chapters in four Parts: arrival and the front desk; during the stay; money, systems and messages; teams, selling and your career
• 20 words and phrases per chapter, with meanings in simple English, examples, B1 and B2 levels and the words that go with them
• Real front-desk conversations, guest chats, emails and handover notes that use every new word
• Practical chapters on the PMS and room status codes, card holds and bills, upselling without pressure, groups and events, numbers and spelling, shifts and job interviews
• Exercises in every chapter, a short writing task with a model answer, four Part reviews and a complete answer key
• 96 classic mistakes ("Say this, not that"), an A–Z word list and a self-assessment checklist

Use it on its own, or with Book 1 of the series, English for Hotel Reception & Front Office B1–B2: every chapter points to the matching Book 1 chapter.

Ideal for hotel receptionists, front office and reservations agents, night auditors, guest relations staff, hospitality and tourism students, and job seekers who work with guests in English.

This is a language-learning book. Always follow your own hotel's policies, including its payment and data rules.

Book 2 of the series Learn Real English for Hospitality.