Lesson 20: Handling an Intoxicated Guest

Vocabulary

intoxicated – intoxicado/a
alcohol – alcohol
behavior – comportamiento
disturbance – alteración / disturbio

lobby – vestíbulo
bar – bar
corridor – pasillo

balance – equilibrio
voice – voz

calm down – calmarse
assist – ayudar
escort – acompañar
refuse – negarse

policy – normativa
safety – seguridad

Language Support

Situations

Identifying issue →
Sir/Madam, I can see that you have been drinking.

Addressing behavior →
Your behavior is disturbing other guests.

Setting boundary →
We need to maintain a safe environment for everyone.

Requesting cooperation →
I need you to calm down, please.

Offering assistance →
I can escort you to your room.

Refusing service →
We cannot serve you more alcohol tonight.

Warning →
If the behavior continues, further action will be necessary.

Professional closing →
Thank you for your understanding and cooperation.

Asking

Are you staying at the hotel?
Do you need assistance getting to your room?
Can you lower your voice, please?
Would you like some water?
Do you understand the hotel policy?

Questions / Answers

Click on the Audio - Q&A button to download it then practise in this section with it.
(Haga clic en el botón Audio - Q&A para descargarlo y practicar en esta sección con él.)

Sir, are you staying at the hotel?
→ Yes, I am staying here, but I am just having some fun with my friends.

Your behavior is disturbing other guests.
→ I understand, and I will try to lower my voice.

I need you to calm down, please.
→ I am sorry if I caused any problems. I will calm down immediately.

Do you need assistance getting to your room?
→ Yes, I think it would be better if you could escort me.

We cannot serve you more alcohol tonight.
→ I understand the policy, and I will not order anything else.

If the behavior continues, further action will be necessary.
→ I understand, and I will cooperate fully.

Translation (Castilian Spanish)

Your behavior is disturbing other guests.
→ Su comportamiento está molestando a otros huéspedes.

We need to maintain a safe environment for everyone.
→ Necesitamos mantener un entorno seguro para todos.

I need you to calm down, please.
→ Necesito que se calme, por favor.

We cannot serve you more alcohol tonight.
→ No podemos servirle más alcohol esta noche.

If the behavior continues, further action will be necessary.
→ Si el comportamiento continúa, será necesario tomar medidas adicionales.

I can escort you to your room.
→ Puedo acompañarle a su habitación.

Thank you for your understanding and cooperation.
→ Gracias por su comprensión y cooperación.

Activation

Student must speak.
(El alumno debe hablar.)

Example:

Your behavior is disturbing other guests.
→ We need to maintain a safe environment for everyone.

Translation:
Su comportamiento está molestando a otros huéspedes.
→ Necesitamos mantener un entorno seguro para todos.

Practice

Say one sentence about…
(Di una frase sobre…)

identifying intoxicated behavior
asking someone to calm down
refusing more alcohol
offering assistance
warning about consequences
maintaining safety in the lobby

Personal Questions

Record yourself answering the questions.
(Graba tu respuesta a las preguntas.)

You see an intoxicated guest shouting in the lobby. What do you say first?
The guest refuses to calm down. How do you respond professionally?
You need to refuse more alcohol. What do you say?
You want to escort the guest to their room. How do you offer it?
You must give a formal warning. What do you say?