Essential Service English for Health Club 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.


1.2.1 The Gym

* There’s a treadmill, an exercise bicycle, a step machine, various exercise machines, and some free weights.


1.2.2 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


1.2.3 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.

































1.2.4 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 280 yuan per hour, and includes 2 rackets and 6-10 balls.
* We can provide a tennis knocker, If you’d like one.

* The squash court costs 250 yuan per hour, and includes 2 rackets and a ball.

* The other facilities are free of charge.



Section 2. Making Reservations to Use the Services


2.1 Making a tennis or squash court reservation
2.1.1 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).


2.1.2 Rental of a tennis court, tennis knocker or equipment
* A tennis court costs 280 yuan per hour, and this includes 2 racquets and 6-10 balls.

* Would you like a tennis knocker?
Yes: * A tennis knocker is free of charge.
* A squash court costs 250 yuan per hour, and this includes 2 racquets and a ball.


2.1.3 Confirmation of the reservation details
* Tennis Court: 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 a tennis knocker. Is that correct?

* Squash Court: May I repeat the details, (name)? You would like a court from (5 p.m. to 6.30 p.m. this afternoon). Is that correct?



1. The reservation time is possible

* Your reservation is confirmed, (name). Kindly come to the Fitness Centre 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. ...


2.1.4 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
* 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) yuan 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 but 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 (7 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).