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VOCABULARY. 7. Who asks these questions, the hotel receptionist (R) or the caller (C)?. 8. Fill in the gaps in the following dialogue.
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VOCABULARY
7. Who asks these questions, the hotel receptionist (R) or the caller (C)?
1. Could I reserve a room for next week? ____
2. May I have your name, please? ____
3. Can you confirm your reservation in writing? ____
4. Can I fax you tomorrow? ____
5. Could you tell me your fax number? ____
8. Fill in the gaps in the following dialogue.
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single booking confirmation date help meeting air-conditioning price book night full English breakfast | |||
| A |
Bell’s Hotel, how can I _______ you? | ||
| B | I would like to ______ a ________ room with a bath in the name of Smith. | ||
| A | Certainly, sir. What ________? | ||
| B | The 16th June for two nights. Do you have ________in your rooms? | ||
| A | I’m afraid not. | ||
| B | It doesn’t matter. Could you tell me the ______? | ||
| A | That’s ₤ 44. 50 per _____, including _________ and VAT. | ||
| B | It’s OK. Could you send me a ______? | ||
| A | Certainly. Could I have your name and fax number or address? | ||
| B | Of course, it’s…. | ||
| A | Well, that’s a ______ for a single room for two nights beginning 15th June. | ||
| B | That’s right. | ||
| A | Thank you for calling Bell’s Hotel. We look forward to _______ you. | ||
9. Match the beginnings of the following sentences (1-10) with their endings (a-j).
| 1. Good morning, Hospitable Hotel. | a. a double room? |
| 2. I’d like to book | b. we’re fully booked |
| 3. Certainly, what | c. Could you hold the room? |
| 4. Would you like a single room or | d. per night, please? |
| 5. How much does it cost | e. a confirmation by fax? |
| 6. The price includes | f. How can I help you? |
| 7. I’m afraid, | g. a deposit. |
| 8. For all reservations we require | h. a room. |
| 9. I won’t arrive before 9 p. m. | i. breakfast and all taxes. |
| 10. Could you send me | j. date? |
SPEAKING
10. Work in pairs. Practise making hotel reservations. Use the diagram and 5-7 useful phrases to help you. Take turns to be A and B.
| STUDENT A | STUDENT B |
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| 1) Answer the phone. Introduce yourself and give the name of the hotel you work for. | |||||
| 2) Say you want to book a room. | |||||
| 3) Ask when. | |||||
| 4) Answer. | |||||
| 5) Ask Student B what kind of room he needs. | |||||
| 6) Give details. Ask about the price of the room. | |||||
| 7) Answer. | |||||
| 8) Agree. | |||||
| 9) Ask Student B to spell his name. | |||||
| 10) Spell your name. | |||||
| 11) Say thank you. | |||||
| 12) Acknowledge B’s thanks. | |||||
| 13) Say goodbye. |
11. Make the following calls. Use 7-8 useful phrases (p. 28) to help you.
| MAKE CALL 1: Call Manhattan Hotel and book a single room with bath for Howard Cruz of Bank of Spain for three nights from next Monday. TAKE CALL 2: You work on the reservation desk at Tower Motel. Note any bookings you take. MAKE CALL 3: Call Capital Motel and reserve a double room with shower for Mr and Mrs West for six nights from tomorrow. TAKE CALL 4: You work on the reservation desk at Hotel Luxus. Note any bookings you take. | TAKE CALL 1: You work on the reservation desk at Manhattan Hotel. Note any bookings you take. MAKE CALL 2: Call Tower Motel and book a single room with shower for Melanie Henderson for this Friday, Saturday and Sunday. She will be arriving late on Friday and leaving early on Monday morning. TAKE CALL 3: You work on the reservation desk at Capital Motel. Note any bookings you take. MAKE CALL 4: Call Hotel Luxus and reserve two double rooms with bath for tonight only for Mr F. Stevens and Ms N. Allder from LOP International. |
WRITING
H 12. You’ve booked a room for your colleague. Leave a note advertising the room and all the facilities of the hotel.
H 13. Advertise the hotel you lived in. What did you like there (50-75 words)?
| Part 6. Leaving Voicemail Messages |
BEFORE YOU START
1. Why do people use answerphones?
2. List three things you need to include in a voicemail message.
READING
3. Read these calls. Then complete the notes. If some information is unavailable, just write --- in the appropriate place.
| Call 1 | |
| Person/company wanted_____________ What the caller has to do_____________ Will the caller be called back? ________ | Caller’s name __________________ Caller’s company________________ Reason for calling_______________ What the caller asks to do_________ |
| Call 2 | |
| Person/company wanted_____________ What the caller has to do_____________ Will the caller be called back? ________ | Caller’s name __________________ Caller’s company________________ Reason for calling_______________ What the caller asks to do_________ |
| Call 3 | |
| Person/company wanted_____________ What the caller has to do_____________ Will the caller be called back? ________ | Caller’s name __________________ Caller’s company________________ Reason for calling_______________ What the caller asks to do_________ |
Call 1
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| Answerphone | Carol Brightman | |
| Hello. This is International Software Consultants. We’re sorry we can’t take your call at the moment. Please leave your name, number and message after the tone and we’ll get back to you as soon as we can. Thank you for calling. | This is Carol Brightman from LBN Rome here. It’s 10. 30, Monday 28 February. I was just calling to let you know that we don’t need your report until next week now. No need to call back. Bye for now. |
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