Tahun: 2026

Theme: Checking In Hotel

Focus: Speaking

TASK A

Directions: Read to the conversation between a hotel receptionist and a walk-in guest and decide if the following statements are True (T) or False (F).

Receptionist: Good afternoon, ma’am. How can I help you?

Guest: Hello, I need a room for this evening. Receptionist: Do you have a reservation?

Guest: No, I don’t. My flight’s been delayed until tomorrow evening and I need to stay in the city overnight.

Receptionist: I can offer you our walk-up rate which is 3170 per night for a double room including breakfast.

Guest: That’s very expensive. Is that the cheapest rate you have?

Receptionist: I’m afraid so. We’re very busy this evening.

Guest: OK. I’ll take it.

Receptionist: Could you fill in the guest registration card for me, please?

Guest:  Can I pay by check?

Receptionist: I’m afraid not. Cash or credit card only, I’m afraid. It’s hotel policy.

Guest: What time do I have to check out tomorrow?

Receptionist: Our usual check-out time is 11 o’clock, sir, but with this rate you can have a late check-out until 2 p.m.

Guest: That’s great, thanks.

Questions:

1. The guest’s flight has been cancelled. (T / F)
2. The hotel is very busy this evening. (T / F)
3. The guest has to pay for breakfast. (T / F)
4. Usual check-out time in the hotel is 11 a.m. (T / F)
5. The guest can stay in his room until 2 p.m. (T / F)

TASK B

Directions: Read to the conversation asking a walk-in guest to stand by and answer these questions.

Receptionist: Good morning, sir. What can I do for you?

Guest: Yes, I’d like a room for two nights.

Receptionist: Do you have a reservation?

Guest: No, I don’t.

Receptionist: I’m sorry, sir. We’re fully booked since we are expecting a large convention group this afternoon.

Guest: Is that so? That’s why all the hotels around here are full.

Receptionist: I’m sorry, but if you’re willing to stand by until 6 p.m., we might be able to accommodate you if there are any cancellations.

Guest: Hmmm……. I guess I don’t have any choice. Can I leave my bags here while I go out?

Receptionist: Yes, sir. You can leave them at the Concierge. May I have your name?

Questions:

1. Does the guest have a reservation?
2. Why doesn’t the hotel receptionist provide a room for the guest?
3. What does the receptionist suggest the guest?
4. Where does the guest leave his luggage while going out?
5. Is the guest going to get a room at the hotel?

 TASK C

Directions: Read to the conversation a receptionist referring a walk-in guest to another hotel and complete the missing parts.

Guest: I’d like a room for (1)……….., please.

Receptionist: (2)……….. a reservation?

Guest: Sorry, I don’t.

Receptionist: (3) ……….., madam. We have (4) ………..  available but would you like to (5) ……….. until 6.00 p.m.?

Guest: No, I don’t want to (6) ……….. .

Receptionist: I’m sorry, sir. We really don’t have a room now. But I’d like to ……….. another hotel nearby. I’ll be happy to call them and check if they have (8) ……….. available for you.

Guest: That sounds good. Thank you. (Source: Adapted from Chotchoei, 2000: 213)

TASK D

Directions: Suppose you are at reception. Finish the following dialogue using the cues provided.

Guest: I’m looking for a room for tonight, please.

You: (1) ………..  (Ask if the guest has a reservation.)

Guest: Oh, no. I don’t.

You: (2) ………..  (Say you’re sorry. Tell the guest you have no rooms available and suggest him to stand by until 6.00 p.m.)

Guest: No, I don’t think I want to wait. You see, I have a flight early in the morning and I want to get a rest.

You: (3) ………..  (Say you’re sorry. Tell you really don’t have a room now and recommend another hotel nearby. You’ll be happy to call them for him.)

Guest: Thank you. That’d be nice.

Theme: Check In

Focus: Speaking

TASK A

Directions: Read to the conversation between a hotel receptionist and a guest, Mr. Harry Potter and answer the following questions.

Receptionist: Good afternoon. What can I do for you?

Harry: Yes, I have a reservation for a double room for tonight. The name is Potter.

Receptionist: One moment, please. Yes, Mr. Potter. We have a double room overlooking the sea for you for three nights.

Harry: Is it possible to change to a family room? You see, my wife and kids are here with me.

Receptionist: Oh, good afternoon, Mrs. Potter. Just a moment, please. I’ll see what I can do for you. Yes, we have a family room on the fifth floor, but it’s facing the garden. Is it OK for you?

Harry: Do we have it for three nights.

Receptionist: Yes, of course.

Harry: How much is a quad room?

Receptionist: It’s £200, sir.

Harry: OK. We’ll take it.

Receptionist: Would you please fill out  this form.

Questions:

1. When is Mr. Potter going to stay in the hotel?
2. What kind of room did he make a reservation?
3. What is changed in checking in?
4. Can the receptionist make a change?
5. How much does the room cost per night?

TASK B

Directions: Read to the conversation according to a change in the length of stay and decide if the following statements are true (T) or false (F).

Receptionist: Good afternoon. May I help you?

Sara: Yes, I have a reservation from April 1^st to 3^rd. The name is Jones. Sara Jones.

Receptionist: Let me check……. Yes, we’ve reserved a single room as you requested.

Sara: Is it possible for me to have my room for five days, until the 5^th.

Receptionist: I’ll see what I can do. Let’s see……Yes, Ms. Jones. We’re not fully booked for the next few days.

Sara: That’s great! Thank you.

Receptionist:  You’re welcome, Ms. Jones. Would you please fill out the guest card?

Questions:

……….1. Ms. Jones booked the room for three days.

……….2. Ms. Jones wants to stay longer at the hotel.

……….3. Ms. Jones wants to stay for five days.

……….4. The hotel is fully booked on April 1^st-5^th.

……….5. The receptionist can’t extend her stay.

TASK C

Directions: Read to conversation and complete the missing parts.

Receptionist: Good evening. Welcome to Bangkok.

Mr. Chan: Hello, I’m Jacky Chan. I have (1) ………. for tonight.

Receptionist: Just a moment, please…..Yes, we’ve booked a suite for you three nights.

Mr. Chan: That’s right…. but I have a bit of a problem. I have to (2) ………. my stay. I have important business to deal with in Hong Kong on the (3) ………..

Receptionist: That’s fine, sir. So you’re checking out on the 15^th?

Mr. Chan: No, on the 14^th. I’ll be here for only two nights.

Receptionist:  That’s OK. I’ll change your booking to (4) ……….. Would you like us to confirm your flight to Hong Kong?

Mr. Chan: Yes, please.

Receptionist: Would you like (5) ………. as well?

Mr. Chan: I think so.

Receptionist: All right. That’s taken care of.

Mr. Chan: Do I have to sign anything?

Receptionist: Please (6) ………. the registration form, sir.

Theme: Checking In Hotel

Focus: Speaking

TASK A

Directions: Read to the conversation between a hotel receptionist and a guest, Ms. Anastasia Steele and decide if the following statements are true (T) or false (F).

Receptionist: Good afternoon, ma’am. Checking in?

Anastasia: Yes. Am I too early?

Receptionist: No, not at all. Do you have a reservation?

Anastasia: Of course. It’s under the name of Anastasia Steele.

Receptionist: Ms. Steele. Let me see. Here it is. You booked a room and you are going to stay for three nights, aren’t you?

Anastasia: Yes, that’s right, from February 3^rd to 5^th.

Receptionist: Would you please fill out this registration card?

Anastasia: Of course. Here you are.

Receptionist: Thank you for your patience. Your room number is 705. Here’s your key card. The bellhop will help you with your luggage.

Anastasia: Thank you. By the way, my company plans to send people down here on business in the future. I’d like to know if we could get a discount.

Receptionist: Long-staying or frequent guests can get a special rate. It can range from ten percent to 30 percent, depending on terms.

Anastasia: I see.

Receptionist: I’ll get our manager to call you. She’ll probably want to set up a time to explain the details.

Anastasia: OK. Thanks a lot.

Receptionist: No problem. Enjoy your stay, Ms. Anastasia.

Questions;

……….1. Ms. Steele is going to stay at the hotel on the 3^rd to 5^th of February.

……….2. The hotel has reserved a room for three nights.

……….3. The hotel helps the guest fill out the registration card.

……….4. Ms. Steele asks for a discount for her room.

……….5. Ms. Steele is going to call the hotel manager to explain the details.

TASK B

Directions: Read to the conversation between a front desk clerk and a guest, Ms. Lisa Lee and fill in the missing parts.

Lisa: Wow! I’ve never stayed in a place this fancy before.

Front desk clerk: (1) ………… to the Hula-Hula Hotel. How can I help you?

Lisa: We’d like to (2) ………… . Our names are Lisa and Mary Lee. We have a reservation for a room.

Front desk clerk: Let’s see.…Yes, we have a (3) ………. for you on the fifth floor, room 508, for four nights.

Lisa: Awesome! Oh, and my sister’s luggage was lost at the airport. Please tell us if it’s (4) ………. to the hotel.

Front desk clerk: Certainly. I’ll need your passport, and please sign this (5) ………. .

Lisa: OK. Here you are. Oh, and what is the checkout time?

Front desk clerk: 11 a.m. And if you need any assistance, please see our or call the front desk. Here are your keys. Enjoy your stay.

TASK C

Directions: Complete the two conversations with the words in the boxes.

Then listen again to check your answers.

Conversation 1

• a wake-up call
• Do you need
• Served
• a good stay               
• Good night
• registration form
• floor
• double

Receptionist: Good evening.

Guest: Hello. My name is Schmidt. I have a reservation.

Receptionist: Certainly, Mr. Schmidt. Can I ask you to fill in the (1) ……….    ?

Guest: Sure.

Receptionist: Thank you. Do you need (2) ………. tomorrow?

Guest: No, thanks.

Receptionist: Right. It’s a (3) ………. room on the fourth (4)……….  . Here’s the key.

Guest: Thanks.

Receptionist: The lifts are just behind you. (5) ………. any help with your luggage?

Guest: No, that’s OK.

Receptionist: Breakfast is (6) ………. in the restaurant from 7.00 until 10.00. Have (7) ………..

Guest: Thanks. (8)………..

Conversation 2

• check
• booked and paid
• doesn’t say
• key
• breakfast
• your stay
• three nights
• credit card

Receptionist: May I have your name, madam?

Guest: Brook.

Receptionist: Yes, here it is. For (1)……..

Guest: Yes, that’s right. Thank you.

Receptionist: Can I have your (2)………, please?

Guest: Yes, here you are.

Receptionist: Thank you. The room is £160 a night, including (3)………..

Guest: Fine. I think my company (4)…………for the room.

 Receptionist: Well, I’ll just confirm that. No, the system (5)………..that the room has been paid for.

Guest: OK. Not to worry. I’ll (6)…………it with head office when I get home.

Receptionist:  Here’s your (7) ……….  It’s room 401, on the fourth floor. Enjoy (8)…………..

Guest: Thank you.

Theme: Checking In Hotel

Focus: Speaking

TASK A

Directions: Listen to the conversation between a hotel receptionist and a guest, Mr. Richard Gere and then answer these questions.

Receptionist: Good afternoon, sir. Welcome to the Grand Royal Hotel.

Richard: Good afternoon. My name’s Richard Gere. I have a reservation.

Receptionist: Certainly, Mr. Gere. One moment, please. Yes, here it is. One single room for two nights.

Richard: That’s right. Could I have a room on a lower floor, please? I don’t like to use the lift.

Receptionist: Are you OK with the second floor?

Richard: Yes, that’s wonderful. Thank you.

Receptionist: Could I have your credit card, please?

Richard: Yes, here’s my VISA card.

Receptionist: Thank you. This will just take a minute. Here’s your credit card. You’re in Room 205. Please sign here. And would you like a wake-up call?

Richard: Oh, yes. Could I have a wake-up call at 7.00 tomorrow, please?

Receptionist: Of course. Would you like a newspaper?

Richard: Yes, I’d like The Nations every morning, please. And what time’s breakfast?

Receptionist: Breakfast is between 7.00-10.30.

Richard: Thank you.

Receptionist: Enjoy your stay, Mr. Gere.

Questions:

1. Does Mr. Gere have a reservation?
2. What kind of room does he ask for?
3. Why does he want this kind of room?
4. What time does he ask for a wake-up call?
5. When does the hotel serve breakfast?

 TASK B

Directions: Read to the conversation between a hotel receptionist and a guest, Ms. Jessica Parker and complete the following registration form.

Receptionist: Good afternoon. Can I help you?

Jessica: Yes, I have a reservation. My name is Parker.

Receptionist: Yes, Ms. Parker. We are expecting you. One double room from October 2^nd-8^th. Would you like to register now?

Jessica: Sure.

Receptionist: May I have your passport, please?

Jessica: OK. Here it is.

Receptionist: Do you have a middle name?

Jessica: Yes, Amelia.

Receptionist: You’re an American, right?

Jessica: Yes.

Receptionist: What’s your address, please?

Jessica: 1709 Sylvan Avenue, Englewood Cliffs, New Jersey.

Receptionist: What’s the zip code?

Jessica: 07632.

Receptionist: Are you going back to USA. or are you going to visit another country?

Jessica: I’m going to Hong Kong first.

Receptionist: Would you like us to confirm the flight for you?

Jessica: Yes, please.

Receptionist: And how are you going to pay, ma’am? Cash or credit card?

Jessica: Credit card.

Receptionist: May I have your credit card, please?

Jessica: Here is my VISA.

Receptionist: Thank you. Just a moment, please……Here’s your passport and your credit card. Could you sign here, please?

Jessica: Thank you. Is everything all right now?

Receptionist: Yes, you are in Room 1706. Our guest relations officer will escort you to your room. Have a nice stay, Ms. Parker.

TASK C

Directions: Read to the conversation between a receptionist and a guest, Mr. Charles Howard and fill in the missing parts.

Receptionist: Good morning, sir.

Charles: Good morning. I have a reservation. The name is Howard.

Receptionist: We’re (1)………..you and your friend, Mr. Howard. How (2)………… your flight?

Charles: It was fine.

Receptionist: Would you like to (3)……….. now?

Charles: Sure.

Receptionist: May I have your passport, please?

Charles: Here you are.

Receptionist: Your (4) ………. is Charles. Do you have a middle name?

Charles: No.

Receptionist: What is your (5)…………., sir?

Charles: 4301 Nouakchott Place, Washington, DC.

Receptionist: How do you (6)…………. Nouakchott?

Charles:   N-O-U-A-K-C-H-O-T-T.

Receptionist: Thank you. And what’s the (7) …………. code?

Charles:   20521.

Receptionist: May I have your (8) ………….?

Charles: OK.

Receptionist: Thank you. A (9) ……….. will escort you to your room. Have a nice stay, Mr. Howard.

Charles: (10) …………..

Theme: Reservation

Focus: Speaking

Soliciting initial information

• Can I help you?
• May I help you?
• What can I do for you?
• Can I be of any assistance, sir?
• How may I be of service?

Making inquiries

• I want to reserve a non-smoking room a room on…………………..
•  I would like to book a room for……………………
• I would like to make a reservation on…………….
• I would like to check availability.
• I need three rooms for two nights on…………….

Finding out what the guest want

• What kind of room would you like?
• What type of room would you prefer?
• Would you like a double or a single room?
• Would you like a room with a bath or a shower?
• Would you like breakfast?
• Would you like an extra bed?

Asking about length of stay

• How long do you plan to stay?
• How long will you be staying?
• How many nights will you be staying?
• For how long?
• How many nights?
• Is it just for one night?
• Which day would you like

Accepting a booking

• Certainly, sir/madam.
• There’s no problem, sir/ma’am.
• Let me check.
• Yes, we still have availability.
• We have rooms available on that day.
• I can offer you……
• I can book a room for you for …………………..
• We can confirm a room from……………..to………………

Refusing a booking

• I’m sorry, there are no vacancies at the moment.
• I’m sorry that we’re fully booked on………..
• I’m afraid that we can only confirm a room for you from…….to…….
• I’m afraid we only have a double room available.
• We have no twin rooms available.
• Would you mind a double room instead?
• We’re fully booked on that day.
• Is it possible for you to change the
• reservation date?
• We won’t be able to guarantee you a room after ………………….
• If there isn’t any room, we can either put you on a waiting list or we can find you a room in another hotel.

Giving information about the room rates

• A twin room is y130 per night. The cost would be y130 per night.
• The room rate includes a complimentary breakfast.
• The room rate includes free airport pickup.

Asking information about the guest

• Who is the booking for, sir/ma’am?
• Who is the reservation for, please?
• Could you give me your name, please?
• What is your name, please?
• Could you spell your name, please?
• And your name, sir?
• Can I have your address, please?
• May I have your phone number and email address, please?
• Are you traveling with the company or is this a personal trip?
• May I have a name of the company?

Getting details of arrival

• What time will you be arriving?
• Do you know what time you will be arriving?
• Are you coming by plane?
• Could you tell me your flight number?
• May I have your flight number?
• What is your flight number, in case the plane is late.
• When does the flight arrive?
• Would you like a hotel limousine to pick you up at the airport?
• We have a limousine service, if you prefer to.
• We can pick you up at the airport, if you like.
• Asking for credit card number for guarantee
• Could you give me a credit card number?
• I need it to guarantee the reservation.
• Could you tell me the expiry date, please?

Ending the conversation

• We look forward to seeing you in November.
• We look forward to welcoming you on January the 11^th.
• We look forward to your stay next week.
• Hilton hotel’s been looking forward to having you as our guest.

Confirming reservations

• We can confirm your room for……………….
• We can confirm your booking for ………………..
• We can confirm the room for …………………….
• We are pleased to confirm your reservation with…………….

Changing and cancelling reservations

• Could you tell me your name and the reservation number, please?
• I’ve changed that (the reservation) for you.
• Would you like me to send you a confirmation email?
• I’ve cancelled your reservation for you.
• There’s no cancellation charge.
• You’ve cancelled within the cancellation deadline.
• You’ve cancelled outside the cancellation deadline.
• You may cancel your reservation for no charge until…………….
• You’ll be charged if you cancel after this deadline.

Theme: Reservation

Focus: Speaking and Reading

TASK A

Directions: Read to the conversation cancelling reservations and answer the questions.

HR: Reservations. May I help you?

Emily: I am Susan Lee. My husband, Mr. Robert Lee called to reserve a double room at your hotel for next weekend. Do you have a record of that.

HR: Just a moment, please…. That’s right. Mr. and Mrs. Lee, a double room from the 14^th to the 16^th of May.

Emily: Well, I’m afraid we have to cancel it because my husband has to have an operation in a few days. The doctor said he shouldn’t travel for months.

HR: I’m sorry to hear that. I’ll cancel his booking as requested. I hope he gets better soon.

Emily: Thank you. Goodbye. HR: Goodbye.

Questions:

1. Who made the reservation?
2. What did Mrs. Lee want to do?
3. Why did she have to do this?

TASK B

Directions: Read to the conversation cancelling reservations and answer the questions.

HR: Metropolis Hotel. Good afternoon.

John: Hello, I need to cancel my reservation for next Thursday, April 5^th. Can you help me with that?

HR: Of course. Could you tell me your name and the reservation number, please?

John: It’s John Norton and the reservation number is MH485HT.

HR: Mr. Norton, that’s fine. I’ve cancelled your reservation for you.

John:  Good.

HR: There’s no cancellation charge because you’ve cancelled within our 48-hour cancellation deadline.

John: That’s great.

HR: Would you like me to send you a confirmation email?

John: Yes, please. Thank you very much. Goodbye.

HR: Goodbye.

Questions:

1. Does Mr. Norton pay a cancellation charge?
2. When is the deadline for cancelling reservations free of charge?
3. How does the hotel reservation clerk confirm the cancellation?

TASK C

Directions: Complete the confirmation email for cancelling reservations with the words in the box.

confirmation – forward – there – charge – reservation – cancelled

TASK D

Directions: Suppose you are at reception. Complete the following dialogue in cancelling a reservation using the cues provided. Add necessary information by your own.

You: (1) ………. (Answer the phone politely.)

Caller: Good morning. I have to cancel a booking, please

You: (2) ………. (Ask for booking number.)

Caller: My booking number is MH275HT

You: (3) ………. (Check caller‘s name and dates of the stay)

Caller: That’s correct.

You: (4) ……….(Tell the caller that’s OK and the room is cancelled.)

Caller: Will there be any charge?

You: (5) ……….(Tell the caller there’s no charge.)

Caller: That’s good. Can you send a confirmation email?

You: (6) ………. (Say yes and end the call politely.)

Caller: Goodbye.

Theme: Reservation

Focus: Speaking and Reading

TASK A

Directions: Listen to the conversation between a hotel reservation clerk and a caller and then answer these questions. (HR = Hotel reservation clerk)

HR: Andaman Resort Hotel. Reservations. May I help you?

Caller: I phoned to reserve a room two weeks ago. Now, I’m calling to make sure that the room has been reserved for me.

HR: May I know your name, please?

Caller: Thompson. Stephen Thompson.

HR: One moment, please, Mr. Thompson. Yes, we’ve reserved a family room for you from the 25th to the 28th of December.

Caller: Is the room near the swimming pool? My kids love swimming, so I hope you didn’t forget what I requested.

HR: We didn’t, sir. Your room is a cabana room adjoining to the swimming pool.

Caller: Great. By the way, I think I’ll be arriving at the airport around 3.00 p.m. Could you send someone to meet me there?

HR: Certainly, sir. What’s your flight number in case the plane‖s late?

Caller: It‖s TG 541, from Australia.

HR: All right, Mr. Thompson. We look forward to your visit on December 25th.

Caller: Thank you. Goodbye.

HR: Goodbye.

Questions:

1. When did Mr. Thompson reserve the room?
2. What kind of room did he make a reservation?
3. When is he going to stay at the hotel?
4. What did he request about the room?
5. What else did he request?

TASK B

Directions: Read the email confirming a reservation and decide if the following statements are true (T) or false (F).

Confirmation Number: 91240053

Dear Mr. Williams

We are pleased to confirm your reservation with the Hilton Hotel, London.

Reservation Details

• Your hotel: Hilton Hotel, London
• Check-in: Friday 8 November 2016 (15.00)
• Check-out: Sunday 10 November 2016 (12.00) Room type: Junior suite
• Number of rooms: 1 Guests per room: 2
• Guest name: Frank Williams
• Reservation confirmed: Wednesday 6 November 2016
• Guarantee method: Credit card guarantee

Summary of Room charges:

• Friday 8 November 2016- Sunday 10 November 2016: 2 nights Cost per night per room – GBP 270.00
• Stay for Breakfast rate, includes breakfast for 2 adults Estimated government taxes and fees – GBP 54.00
• Total for stay (for all rooms) – GBP 594.00

Cancelling Your Reservation

• You may cancel your reservation for no charge until 16.00 hotel time on Friday 8 November 2016.
• Please note that we will charge a fee of GBP 594.00 if you cancel after this deadline.

We look forward to welcoming you to the Hilton Hotel, London.

Yours sincerely

David Jackson Reservation Manager

Questions:

1. Mr. Williams is going to stay at the hotel on the 8th of November. ……
2. The hotel has reserved a suite for him. ……
3. Mr. Williams will be charged GBP 270.00 per night. ……
4. The room rate excludes breakfast for 2 adults. ……
5. The reservation can be canceled for no charge by 16.00 hotel time on Friday 8 November 2016. ……