Essential Service English For Sports and Recreation Staff

Section 1. General Information


1.1 Greeting a guest
* (Wai). Good (morning), (name, sir / madam). How are you? … I’m glad to hear that. How may I help you? (Or: Which facility would you like to use?)

* Would you please sign your name (and room number)? … Thank you. I hope you enjoy time here.


1.2 Talking about the facilities

* We have a gym; a sauna; a steam room; a children’s room with a Play Station 2, a

VCD player, and plenty of toys; 2 tennis courts, a squash court; a pool table; 2

snooker tables; and a table tennis table.



The Gym

* There’s a treadmill, an exercise bicycle, a step machine, various exercise machines,

and some free weights.


The Exercise Machines

* There are exercise machines for:

back extension abdominals chest presses leg curls seated abdominal crunches shoulder presses leg extensions leg presses

seated knee flexions lateral pulldowns multi-hips





Vocabulary for explaining how to use the exercise machines



· Adjust (the seat height / back roller lever).
· Push against (the roller).
· Adjust your body position (on the sled).
· Grasp the (hand grips).
· Select the (grip / desired weight).
· Align your (knees) with the (pivot).
· Use the (foot pedal) to …
· Position your (legs) parallel to the …
· Place your hands on …
· Relax your (feet).
· Fold (your arms) …
· Press your (hips) against the (thigh pad).
· Extend your (hips) slowly …
· Tighten your (abdominals).
· Return slowly to the starting position.
· Bend (your spine forwards).
· Repeat the process.
· These are the muscles trained.
· Grip the (roller).
· Slowly flex the knee joints.
· Raise / lower the (weights with controlled movements).
· Return slowly to the starting poition.
















The Goods for Sale

* T-shirts Caps Bath robes Shuttle cocks Stuffed elephants Umbrellas Tennis balls Racquets




1.3 Explaining the costs of the services

* The tennis court costs (100) Baht per hour during the day time, and (200) Baht per hour after (6 p.m.).
* The rental charge for a racket is (55) Baht.

* A can of tennis balls costs (195) Baht.

* If you’d like a tennis partner, the charge is (400) Baht per hour.

* The (golf driving range) costs (200) Baht per hour.



* The cost of membership is 5,000 Baht for 3 months. This includes free use of all of the facilities and services except the tennis court and the massage service.


Section 2. Making Reservations to Use the Services


2.1 The Massage Service
2.1.1 Service hours

* The massage service is available from (9 a.m. to 9 p.m.)

* The Health Club is open from (6 a.m. to 9 p.m.)



2.1.2 Talking about the massage service

* We provide an aromatic oil massage, a traditional Thai massage, and a soothing foot massage.

* What would you like the massage to do for you?

* Would you like a gentle or a firm massage?

* Prai oil is used for / good for toning and softening the skin.

* Wild mint is good for refreshing you.

* Lemon Grass oil helps you to breathe better, and it’s also good for your skin tone.

* Nutmeg is used for / good for muscular ailments and muscle stimulation.

* Ylang Ylang oil is used

good for relaxing.

very good

the best

* Tangerine is used for / good for refreshing you and for stimulating the skin.

* May I show you the oils?



2.1.3 Talking About a Thai massage

* In a Thai massage you stimulate the pressure points. You don’t use oil.

* You should wear loose clothes or a bathing suit.



2.1.4 Making a reservation

* An (aromatic oil) massage costs (900) Baht per hour.

* A massage lasts a full hour.

* When would you like a massage?



When you can confirm the time on the spot

* Certainly. (This afternoon) at (3 p.m.)

* May I have your name and room number, please?

* Would you like a massage in your room or here?

* Shall I charge the massage to your room, (name)? (See below for payment in cash.)
* Thank you very much for using our service, (name). We look forward to welcoming you then.
* I wish you a very pleasant (day / afternoon / evening). Goodbye.



When you cannot confirm the time on the spot

* (This afternoon) at (3 p.m.).

* Would you like a massage in your room or here in the Health Club?

Either: * Please excuse me while I confirm the time.

Or: * May I have your name and room number, so that I can call you to confirm whether the time is available or not?

* Shall I charge the massage to your room, (name)?

* Thank you, (name). (I’ll let you know as soon as I can.)

* We look forward to welcoming you then.

* I wish you a very pleasant (day / afternoon / evening). Goodbye.



2.1.5 No Masseuse is available at the time wanted

* I am sorry. We are fully booked then.

* Would you like to come at (4 p.m.) instead?



2.1.6 When the guest wants to pay by cash

* Certainly, (name). Here’s your receipt. Thank you very much for using our service, and we hope to see you again soon.



2.1.7 Greeting the guest at the Massage Room

* Good (afternoon), (name). I’m (Wicharn) your masseuse. How are you today? ...

Well: * I’m glad to hear that.

Not well: * I’m sorry to hear that. May I ask what is wrong (with your back)?
* Would you like to change into (these clothes) (over there), (name)?

* Would you please lie down on the bed?



2.1.8 Thai Massage: Explaining what you will do / What the guest will feel

* I’m going to stimulate your pressure points.

* You may feel a little pain, but it will disappear within half an hour.

* You will feel a sensation of heat.



2.1.9 Talking about the benefits of the massage

* After the massage you will feel relaxed.

* Your soreness and stiffness will disappear.



2.1.10 Asking the guest about the massage

* How does that feel?

* Am I pressing too hard?

* Is that better? (The guest might say: A little higher (lower) / a little to the left (right) / a little further down (up).)



2.1.11 General conversation during the massage

* Are you enjoying your stay? ... Good.

* Is this your first visit to Phuket / Thailand?

No: * Where have you been in Phuket / Thailand?

* Where do you like most in Phuket / Thailand?

Yes: * May I recommend some nice beaches?

waterfalls?

scenic places?

* I recommend you go to ...

* Did you go anywhere nice this morning?

* What are your plans for (tomorrow)?



2.1.12 When the massage has finished

* The massage is finished now, (name). How do you feel?

Fine: * I’m glad.

Not better: * I’m sorry. Shall I continue a little longer?

* Goodbye, (name). I wish you a pleasant stay, and I hope to see you again.




2.2 Making a tennis court reservation
2.2.1 Asking for general information
* When would you like a court?
* Please excuse me one moment while I check the reservations.

* The tennis court is free at (5 p.m.). May I have your name and room number? ... Thank you, (name).


2.2.2 Rental of a tennis court, tennis knocker or equipment
* A tennis court costs 100 Baht per hour during the day, and 200 Baht per hour at night.

* Would you like a tennis knocker?
Yes: * A tennis knocker costs (400) Baht per hour.


* Do you have your own tennis racket and balls?
No: * A racket costs (55) Baht per hour and a can of new balls costs (195) Baht. We can also provide used balls free of charge.

2.2.3 Confirmation of the reservation details
* May I repeat the details, (name)? You would like a court from (5 p.m. to 6.30 p.m. this afternoon, and you would like to rent two tennis rackets, and buy a can of balls).





1. The reservation time is possible

* Your reservation is confirmed, (name). Kindly come to the Health Club shortly before (5 p.m.) and I / the attendant will [introduce you to the tennis knocker, provide you with your equipment, and] take you to the court.



2. The reservation time is not possible

* I’m very sorry, (name). The court is reserved from (5 p.m. to 6.30 p.m.).

* Would you like to choose another (time / day)? Or:

* A court will be free from (4 p.m. to 5 p.m.). Are these times suitable?

Yes: * Just one moment, please, while I confirm the reservation. ...


2.2.4 Saying goodbye

* Thank you very much for using our service, (name). We look forward to welcoming you then.

* I wish you a very pleasant (day / afternoon / evening). Goodbye.



2.3 Making a golf driving range reservation
2.3.1 Asking for general information
* When would you like the range?
* May I have your name and room number? ... Thank you, (name).
* Please excuse me one moment while I contact the Health Club.

* To save you waiting, (name), I will leave a message in your room to confirm the reservation.



2.3.2 Rental of a golf club and golf balls
* Would you like to rent a golf club and some balls?
Yes: * A golf club and a set of balls costs 200 Baht per hour.
* Do you have your own golf club and balls?

2.3.3 Confirmation of the reservation details
* May I repeat the details, (name)? You would like the driving range from (5 p.m. to 6.30 p.m. this afternoon, and you would like to rent two tennis rackets, and buy a can of balls).



1. The reservation time is possible

* Your reservation is confirmed, (name). Kindly come to the Health Club shortly before (5 p.m.) and I / the attendant will [provide you with your equipment, and] take you to the driving range.



2. The reservation time is not possible

* I’m very sorry, (name). The courts are reserved from (5 p.m. to 6.30 p.m.).

* Would you like to choose another (time / day)? Or:

* A court will be free from (4 p.m. to 5 p.m.). Are these times suitable?

Yes: * Just one moment, please, while I confirm the reservation. ...



2.3.4 Saying goodbye

* Thank you very much for using our service, (name). We look forward to welcoming you then.

* I wish you a very pleasant (day / afternoon / evening). Goodbye.



Section 3. Using the Swimming Pool


3.1 Greeting a guest
* (Wai). Good (morning), (name, sir / madam). How are you? … I’m glad to hear that.

* Would you kindly sign your name and room number? … Thank you. I hope you enjoy time at the pool.

* How many towels would you like?

* Where would you like your sun bed(s)? ... Certainly, (name). Please follow me.

* May I help you with your things?



When you arrive at a sun bed

* Is this sun bed to your liking?



Yes: * May I open your umbrella?

No: * Where would you prefer? ... Certainly. Please follow me. ...



* Would you like an ashtray?

* If you would like any food or a drink, here is a menu and a drinks list. Please call any member of staff here.

* Is there anything else I can do for you? ... I wish you a pleasant (afternoon).



Outside guests

* I’m afraid there’s a (300) Baht charge for each outside guest.





3.2 Greeting a guest who arrives when there are no sun beds free.

* Good (afternoon). Welcome to the pool. ... I am sorry, but there are no sun beds free. Either: * Would you like to wait at one of these tables in the meantime?



Or: * Shall I inform you when one is available?

Yes: * May I have your name and room number, please? ...

* Where will you be in the next hour, (name)?

* I will inform you there when a sun bed is free. Goodbye.
* If you are not there, I will leave a message for you at Reception. Is that
all right?


3.3 Dealing with a sun bed reservation request

* Certainly, (sir). When would you like a sun bed?

* Which sun bed would you like?

* May I have your name and room number? … I’ll make sure the sun bed is

available to you (tomorrow morning at 7 a.m.). I wish you a very pleasant

(afternoon), (name).





3.4 Dealing with a guest who wants to change his sun bed. (Other sun beds are available.)

* Where would you prefer? ... Certainly. Please follow me.

* May I help you with your things?



When you arrive at a sun bed

* Is this sun bed to your liking?



Yes: * May I open your umbrella?

No: * Where would you prefer? ... Certainly. Please follow me. ...

* Is there anything else I can do for you? ... I wish you a pleasant (afternoon).




3.5 Dealing with a guest who wants to change his sun bed. (No suitable sun beds are available.)

* I am sorry. There are no more sun beds free (by the ... / on the ...). But there is one available over there by the (...). Is that all right?



Yes: * May I help you with your things?

No: * Where would you prefer? ... Certainly. Please follow me. ...

* Is there anything else I can do for you? ... I wish you a pleasant (afternoon).




3.6 Dealing with a guest who lays a book on a sun bed and walks away

3.6.1 Asking the guest

* Pardon me, (sir). Our sun beds are in great demand. Will you return soon?



3.6.2 If most of the sun beds are taken and a guest reserves a bed with a book

* I may have to give the sun bed to another guest, if you’re not back within (20) minutes.



3.7 Dealing with a guest who is naked at the pool

* Pardon me, madam. I have a letter for you.

* Pardon me. Could I ask you to put on your bikini top in line with Thai customs? ... Thank you very much, madam.



3.8 Dealing with a guest who wants to move his/her sun bed closer to the edge of the pool

* I am sorry, (sir). Your sun bed will block the path.

* Would you like to move to another sun bed? ...

* Perhaps you would like the sun bed over there? It is closer to the pool.



Yes: * May l help you move your things?

No: * Perhaps you'd like (a / the) sun bed over there instead?

No: * Where would you prefer? ... Certainly. Please follow me. ...



* Is there anything else I can do for you? ... I wish you a pleasant (afternoon).





3.9 Dealing with a guest whose sun bed is blocking the pathway

* Pardon me, (madam). May I ask you to move your sun bed back a little? It's blocking the path. ... Thank you.

* May I help you move the sun bed?





3.10 Telling a guest that the pool is closing early

* I am sorry. The pool is closing at (4 p.m.) because of (the New Year's Eve party).





3.11 Telling a guest that the pool is closing

* Pardon me. It is (9 p.m.) and the pool is now closing.

* You can stay here, but there won't be a lifeguard or any pool service.





3.12 Talking about plants at the pool

* That's a bougainvillaea flower.

prissana plant..

mark tree.

Sai plant.

* I am sorry. I don't know, but I will find out. Just a moment, please.





3.13 Dealing with a child who has urinated in the pool

* Pardon me, (madam). May I tell your child where the toilet is? S/he has just urinated in the pool.





3.14 Dealing with toys and games at the pool

* Pardon me. I am sorry. Games are not allowed in the main section of the pool.

* This is a hotel rule for the convenience of other guests.

The guest wants to speak to the manager

* Certainly. But he will only say the same.

* Please excuse me. I’ll call him now.





3.15 Dealing with noisy adults or children

* Pardon me. Could you please turn off the radio?

be a little quieter?

* Pardon me. Could you ask your child to be a little quieter, please?

* Some guests are complaining about the noise. ... Thank you very much.





3.16 Answering a question about the depth of the pool

* This is the deep end and that's the shallow end.

* The deep end is (1 meter 80 centimeters) deep. The shallow end is 50 centimeters deep.




3.17 Dealing with lizards at the pool

* That's a lizard. It's harmless. It won't bite.





3.18 Saying that you do not serve food after (7 p.m.)

* I'm afraid we don't serve (food / drinks) at the pool after (7 p.m.).

* May I order something for you to eat in the restaurant?



No: * Certainly, (sir). I am sorry about this. (Make some very short conversation with the guest, if possible. For example:) Have you had a pleasant time at the pool? ... Good. ... Are you enjoying your stay, (sir)? ... Good.




3.19 Signing the bill for food or beverages

* Would you like to sign your bill now or when you leave?





3.20 Dealing with a guest who complains you took a long time to take his order

* I do apologize, (sir). I'll make sure there's no delay again. What may I serve you?




3.21 Selling water at the pool

* I'm afraid there is no water station at the pool. We only sell it by the bottle. However, there is a water station in the Health Club? (Would you like me to bring you some water? … Certainly. I’ll bring it right away.)



3.22 Saying farewell to a guest who is leaving the pool

3.22.1 Saying goodbye

* Did you enjoy your (afternoon) at the pool, (name)? ... Good. / I’m sorry. May I ask why not?

* Would you kindly sign out? … Thank you.

* I hope to see you again soon. Goodbye, (name).



3.22.2 Asking the guest when you are not sure if s/he is leaving

* May I clear the sun bed or are you coming back, (name)?



The guest is not coming back

* I wish you a pleasant (day), (name).



The guest is coming back

* See you soon, (name).



3.23 The guest is checking out

* Did you enjoy your stay, (name)? ... Good. / I’m sorry. May I ask why not?

* I hope to see you again soon. Goodbye, (name).





General Questions and Answers at the Pool



Q: Is it safe to swim here?

A: Yes, it is, (sir). / I’m afraid it’s not safe to swim today. (It’s too rough. / There

might be an undertow.)



Q: Are there any under currents?

A: No, there aren’t, (madam).



Q: Is there an undertow?

A: No, there isn’t. / Yes, there is. / Quite possibly.



Q: Is the coral sharp?

A: No, it isn’t. It’s generally smooth.



Q: Are there fish in the coral?

A: Yes, there are some. Not a lot, but some.



Q: When is high tide / low tide?

A: (High) tide is at about … o’clock.



Q: What’s the white thing on the water?

A: That’s a fishing buoy.



Q: How deep is the pool?

A: Two and a half metres.