Services and Accommodation

Maturita topic 15, general part, at Cambridge B2 First level. The specific part of this topic is E-Commerce and Parts of a Company.

What to talk about

• types of services – the post office, bank, hairdresser’s, repair services, healthcare, public services
• services that have moved online – banking, shopping, e-government
• types of accommodation when travelling
• booking a hotel, checking in, complaining
• good and bad customer service

Model answer

We use services every day without even noticing it. Some are public services provided by the state or the town, like healthcare, schools, public transport, the police or waste collection. Others are offered by private companies – banks, shops, restaurants, hairdressers, dry cleaner’s, car repair shops or internet and mobile phone providers.

Many services have moved online in recent years. I do almost all my banking through an app on my phone – I check my account, pay for things and transfer money in a few seconds. I order food and taxis through apps, and the Czech state also offers a lot of things online, for example electronic prescriptions or filing tax returns. Going to the post office is something I only do when I need to collect a parcel – and even that is often replaced by parcel lockers. Online services save time, but they can be difficult for older people, so I think personal contact should always remain an option.

When you travel, you need accommodation. There are many types: hotels, from cheap ones to five-star luxury hotels; hostels, which are popular with young people because you can sleep in a dormitory for little money; B&Bs (bed and breakfast) and guesthouses; holiday apartments rented through platforms like Airbnb; campsites; and in the Czech mountains, traditional mountain huts. When I travel with friends, we usually stay in hostels or apartments, because it’s cheaper and we can cook for ourselves.

Booking is usually done online. You choose the dates, the type of room – single, double or twin – and whether breakfast is included, and you read reviews from other guests. At the reception you check in, show your ID and get a key or a card. Once I had a bad experience: our room was dirty and the shower didn’t work. We complained politely at the reception, and they apologised and gave us another room. I think that’s an example of good customer service – everybody makes mistakes, but what matters is how they deal with them.

Vocabulary

Grammar worth showing

• causative have / get something done: I had my hair cut. I need to get my phone repaired.
• polite requests: Could you…? Would you mind…-ing? I was wondering if…
• complaining: I’m afraid there’s a problem with… I’d like to speak to the manager.

Useful phrases

• I’d like to book a double room for two nights, please.
• Is breakfast included in the price?
• I’m afraid the shower in my room isn’t working.
• Could you recommend a good restaurant nearby?
• What I value most in a service is…

Speaking practice

Part 1 – about you

Part 3 / 4 – discussion