English for Hotel Reception & Front Office B1–B2: Check-in, Reservations, Guest Requests, Complaints and Payments — with Model Answers and Answer Key

Make every guest feel welcome. In clear, confident English.

Guests arrive tired, excited, in a hurry or upset, and what you say at the front desk shapes their whole stay. English for Hotel Reception & Front Office B1–B2 shows you how experienced receptionists handle real situations in English: a warm welcome and a smooth check-in, reservations by phone and email, room problems and complaints, card holds and disputed charges, overbooking, guest chat and review replies, and the night shift.

Inside this book

• 24 chapters in four Parts: welcome to the front desk; during the stay; money, messages and systems; selling, teamwork and your career
• Model conversations, emails, guest messages and handover notes from one hotel group with a city hotel, a coastal resort and an aparthotel
• Ready-to-use B1 and B2 phrases for check-in, upgrades, saying no politely, service recovery and honest upselling
• "Say this, not that" tables with the mistakes to avoid, exercises in every chapter, four Part reviews and a complete answer key
• Reference section: phrase bank by situation, check-in and call-flow templates, email and message templates, numbers, dates and the phonetic alphabet, a glossary and a self-assessment checklist

Ideal for hotel receptionists, front office and reservations agents, night auditors, guest relations and concierge staff, hostel, resort and aparthotel teams, hospitality students and job seekers.

Book 1 of the series Learn Real English for Hospitality. Book 2: Hospitality Vocabulary in Real Life B1–B2.