Tag: Speaking

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.

INTERCONTINENTAL HOTEL Registration Form
No. 004570
SURNAME             FIRST NAME               NO. OF PERSONS
ADDRESS
CITY		COUNTRY	POSTAL
NAME OF COMPANY		OCCUPATION
NATIONALITY		DATE OF BIRTH
PASSPORT/ID NO.		IMMIGRATION NO.
ARRIVAL DATE	FLIGHT NO.	FROM
DEPARTURE DATE	FLIGHT NO.	NEXT DESTINATION
SIGNATURE		ROOM NO.	RATE
PAYMENT [ ] CASH   [ ] AMERICAN EXPRESS  [ ] DINNER CLUB [ ] MASTER CARD   [ ] VISA [ ] JBC      [ ] OTHERS
REMARK:
NO VISITORS ARE ALLOWED IN GUEST ROOMS
THE HOTEL WILL NOT BE HELD RESPONSIBLE FOR ANY VALUABLE AND PERSONAL PROPERTY, SAFE DEPOSIT BOXES ARE AVAILABLE, FREE OF CHARGE, AT THE FRONT DESK AND A PERSONAL SAFE IN YOUR ROOM. ROOM RATES ARE SUBJECT TO 10% SERVICE CHARGE AND 7% GOVERNMENT TAX.

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

To: johnnorton@gmail.com Cc: guestservices@metropolishotels.com Dear Mr. Norton Further to our conversation earlier this afternoon, this is (1) ………. that I have (2)  ………. your (3)   for April 5th, I can also confirm that (4)  ………. is no cancellation (5)  ………. . We look (6)  ………. to seeing you in the future. Best regards Ellen Morison Metropolis Hotel

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. ……

Theme: Reservations

Focus: Speaking

TASK A

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

HR: Reservations. Grand Royal Hotel. What can I do for you?

Lisa: Well, I called to book a suite room for Mr. Kim last Monday, but now he has to change something.

HR: Who made the reservation, please?

Lisa: Lisa Megan, his secretary.

HR: Just the moment please. Let me check……Mr. Alfred Kim, a suite room for three nights. That’s the 20^th -22^nd of May.

Lisa: That‖s right. But now he doesn’t think he can finish his errands before 21^st, so he would like to change the arrival date to the 22^nd and will leave on the 24^th instead.

HR: Well, we have some suite rooms available for the rest of the month. I‖m sure we can give him the same room as requested.

Lisa: Oh, that‖s great. Thank you very much. Goodbye.

HR: My pleasure. Goodbye.

Questions:

1. Who is the reservation for?
2. What is changed in the reservation?
3. When is the guest coming to the hotel?
4. How long does the guest plan to stay at the hotel?
5. Why does he change the reservation?

TASK B

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

HR: Good morning. Grand Hyatt Hotel. Can I be any of assistance?

Richard: Hi, my name is Richard Turner. I’d like to change a reservation, please.

HR: Certainly, Mr. Turner. Do you have the reservation number?

Richard: Yes, it’s GH485HK.

HR: One moment, please. Your reservation is for one double room for two nights, arriving on April 11^th.

Richard: Yes, that’s correct. Now we need two rooms for two nights.

HR: Yes, Mr. Turner. I’ve changed that for you. Your reservation number is the same.

Richard: Thank you.

HR: Goodbye.

Richard: Bye.

Questions:

1. What does Mr. Turner make for the first reservation?
2. What change does Mr. Turner want to make?
3. Can the hotel reservation clerk make a change?
4. Why does the hotel reservation ask for the reservation number?
5. Is the reservation number changed after changing reservations?

TASK C

Directions: Read  for what the caller want to change in his reservation. Then write down the changes.

Guest 1:

I called to book a room for Friday the 20th of June. But I can’t come as planned. I’d like to change the date to Friday 27th. Would that be all right? The name’s Wood. James Wood.

Guest 2:

Can I change two double rooms to a family room? My husband and I need to stay with our kids.

Guest 3:

I have reserved two double rooms and a single room from the 5th till the 7th of March. Now, I think I need only a double room and a single room for the same date.

Guest 4:

My company has booked two suites from the 10th to the 13th of June. I want to change it to the 10th to the 15th of July instead.

Guest 5:

It’s Mr. Gray’s secretary calling. He has booked a presidential suite with American breakfast at this hotel from the 1st to the 5th of January. Now he has decided he needs the room only from the 1st to the 3rd and the same room with breakfast from the 4th to the 6th of January. That means he’s extending his stay one more night. Will that be possible?

Guest 1: First reservation: ……….. Change to: ………..

Guest 2: First reservation: ……….. Change to: ……….        

Guest 3: First reservation: ……….. Change to: ………..

Guest 4: First reservation: ……….. Change to: ………..

Guest 5: First reservation: ……….. Change to: ………..

Theme: RESERVATION

FOCUS: DIALOGUE / SPEAKING

Task A

Directions: Read the following conversation between a hotel reservation clerk and a caller, and fill out the reservation form.

Clerk: Good morning. Sun Sand Sea Resort. May I help you?

Caller: Yes, I want to reserve a non-smoking room.

Clerk: Certainly, madam. When would you like to check in?

Caller: January 1^st.

Clerk: How long will you be staying?

Caller: I‖ll be staying for three nights.

Clerk: How many people is the reservation for?

Caller: My friend and I.

Clerk: Would you like a room with a double bed or two single beds?

Caller: Two single beds, please.

Clerk: May I have your name and your surname, please?

Caller: Jane Brown.

Clerk: Could you tell me your phone number and email address?

Caller: Yes, it‖s 081-975-8823. My email address is janebrown@gmail.com.

Clerk: How will you be paying for the room?

Caller: By cash. I will make a payment when I check in.

Clerk: All right, Ms. Brown. Your reservation has been made for the 1^st of January for a room with two single beds. Check-in is at 2 p.m.

Caller: That‖s right. Thank you.

Clerk:  Thank you, madam. We look forward to welcoming you on January 1^st. Goodbye.

Caller: Goodbye.

SUN SAND SEA RESORT

TASK B

Directions: Read these statements and match to what hotel room or bed type each guest should ask for.

• a twin room
• a single room
• a king room
• an executive suite
• a queen room

1. Mr. Parker is traveling alone. He doesn’t need much space. ………            
2. Mr. and Mrs. Robinson and their seven-year-old daughter Emily are checking into a room with one king-sized bed.  ………       
3. Peter Smith plans to use his room for business meetings with important customers. ………
4. Jacob Cooper is a big man. He needs a good night‖s sleep for an important meeting tomorrow. ………
5. Daniel Greg‖s company wants him to save money by sharing a room with his colleague. ………

TASK C

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

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

Caller: Good morning. I‖d like to make a reservation for February 6^th, please.

You: (2) ……….  (Ask the caller how many people the reservation is for.)

Caller: My colleague and I.

You: (3) ………..  (Ask if the caller would like a room with a double bed or two single beds.)

Caller: Two single beds.

You: (4) ………..  (Say you have availability.)

Caller: How much does it cost for one night?

You: (5)  …………. (Tell the caller your best rate is 3,500 baht per night.)

Caller: Does that include breakfast?

You: (6)  ………… (Politely tell the caller that buffet breakfast is included in the room rate.)

Caller: OK. I‖ll take it.

You: (7) ………….  (Ask for caller‖s name and credit card details to confirm the reservation.)

Caller: It‖s Ellen Smith. My VISA card number is 2512 4568 2340 7901, expiry date 10/19.

You: (8) ………….  (Thank the caller and tell her you look forward to welcoming her on February 6^th and end the conversation politely.)

Caller: Goodbye.

TASK D

Directions: Work in pairs. Read the following information and act out a dialogue.

Good View Resort Hotel Registration Form

Guest Name	Henry Cooper
Phone	081-954-6322
Room Type	Non-smoking twin room
Room Rate	3200 per night
No. of Guests	Two
Arrival Date	March 2
Departure Date	March 5

TOPIC: RESERVATION

FOCUS: DIALOGUE / SPEAKING

TASK A

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

HR: Good morning, Grand Royal Hotel.

Caller: Hello, Could I speak to somebody in in Reservations, please?

HR: Speaking. How can I help you?

Caller: I would like to check availability. I need three rooms for two nights on November 22^nd.

HR: Let me check, madam. Yes, we still availability.

Caller: What’s the best rate you can offer?

HR: I can offer you our promotional weekend rate of 3130 per room per night, bed and breakfast.

Caller: That sounds great. Please reserve three twin rooms for me.

HR: Of course, madam. Could you give me your name, please?

Caller: It’s White. Emma White.

HR: Is that W-H-I-T-E.

Caller: Yes, that’s right.

HR: Ms. White, could you give me a credit card number? I need it to guarantee the reservation.

Caller: Yes. It’s a Master card and the number is 7081 4101 5121 8854.

HR: I’ll just repeat that: 7081 4101 5121 8854.

Caller: That correct.

HR: Could you tell me the expiry date, please?

Caller: October 2018.

HR: Thank you, Ms. White. Your reservation number is GR263NY. We look forward to seeing you in November. Goodbye.

Caller: Goodbye.

Questions:

1. When does the caller want to stay in the hotel?
2. How much does the room cost for one night?
3. Is the price for bed and breakfast or room only?
4. Why does the hotel reservation clerk ask for a credit card number?
5. When does the caller‖s credit card expire?

TASK B

Directions: Read to the conversation between a front desk clerk and a caller, and decide if the following statements are true (T) or false (F).

Clerk: Novotel Cannes. May I help you?

Caller: I want to book a double room. We‖ll be in Cannes on February 18^th, but I’m not sure how long we‖ll stay.

Clerk: Alright. But we can only confirm a room for you from the 18^th to the 24^th.  After that we’ll be fully booked.

Caller: Fully booked? Why’s that?

Clerk: The Cannes International Film Festival will be getting under way.

Caller: What if we want to stay past the 24^th?

Clerk: I’m afraid we’ll be full. But we can always try to find another hotel for you.

Caller: Thanks. And could you tell me how much you charge per night?

Clerk: 250 euros for a double.

Caller: Does the room come with a complimentary breakfast?

Clerk: Yes, a free buffet breakfast is included in the room rate.

Caller: Alright. I want to make a reservation.

Clerk: May I ask who the booking is for, please?

Caller: Mr. and Mrs. Walker.

Clerk: And how can we contact you?

Caller: You can reach me at 0952-750-542.

Clerk: Very good, sir. We’re looking forward to your visit on February 18^th, Mr. Walker.

Questions:

1. ….. Mr. Walker is going to stay at the hotel on the 18^th of February.
2. ….. Mr. Walker would like double room.
3. ….. The room costs 250 euros without a complimentary breakfast.
4. ….. The hotel is fully booked from the 18^th to the 24^th because of the Cannes International Film Festival.
5. ….. Mr. Walker is traveling alone.

TASK C

Directions: Read to the conversation between a front desk clerk and a caller, and then answer these questions.

Clerk: Singapore Grand Sheraton. How may I help you?

Caller: I want to book a suite from September 3^rd to 7^th.

Clerk:  We have one available, but the last night, you’ll have to change rooms.

Caller: The room is not for me. It’s for my boss, Mr. Wright.

Clerk: I see. But there’s going to be an IT conference in Singapore at that time.

Caller: What if Mr. Wright stays longer then?

Clerk: I’m afraid we‖re full for the rest of the month. But we can always find another hotel for him.

Caller: Thank you. How much is this going to cost?

Clerk: SG3 1,000 a night.

Caller: Wow! That’s a lot of money.

Clerk: Your boss will be well taken care of, sir.

Caller: Alright. I‖ll take it.

Clerk:  Could you please spell your boss’s last name?

Caller: Wright. W for Whiskey, R for Romeo, I for India, G for Golf, H for Hotel, and T for Tango.

Clerk:  Very good, sir. And how can we contact you?

Caller: You can reach me at 0921-377-564. The name is Taylor—George Taylor.

Clerk: Thank you very much, Mr. Taylor. We‖re looking forward to Mr. Wright’s visit.

Questions:

1. When will Mr. Wright check in?
2. Who books the room for Mr. Wright?
3. Why is the Singapore Grand Sheraton fully booked?
4. What problem is the customer facing?
5. Why does the caller have to use the code for the customer‖s name?