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CÂU 1: TAKING A RESEVATION THROUGH PHONE
R: Good morning, Resevations. X speaking. How may I help you?
C: Good morning, I’d like to make a reservations for me and our friends, please. What days
do you open?
R: We open all days of week.
C: I see. What time do you serve breakfast buffet?
R: We serve breakfast buffet from 6 a.m to 8a.m..
C: And what time do you serve buffet lunch and dinner?
R: For a buffet lunch, we serve 3 hours from 11a.m to 2p.m. For dinner, we serve from
5p.m to 10p.m.
C: Well, I’d like to book a table for two people at twelve o’clock on wednesday the 24th of
december and for seven at 6 p.m on that night, please.
R: We’re always busy on holiday. A table for two for lunch buffet is available. We
sometimes have cancellations but I’m afraid we’re fully booked on Wednesday night of the 24th . Oh … but I have a table on night of the 23rd or 25th.
C: Ok . Thursday the 25th is fine.
R: So … that’s a table for two at twelve o’clock on Wednesday the 24th of December and
for seven at 6p.m on next day.
C: Yes. That’s it
R: What name is it, please?
C: MR/MRS X
R: Can you spell your name, please?
C: xxxxxxx
R: Thank you for calling. We look forward to seeing you soon. Goodbye
C: Goodbye
CÂU 2: TAKING ROOM BOOKINGS THROUGH PHONE
R: Resevations; C: Caller, X: Tên
R: Good morning, Resevations. X speaking. How can I help you?
C: Hi, I’d like to make a reservations for me and our friends, please. Do you have 3 double
rooms for six on twenty fourth of december?
R: Oh, I’m afraid We’re fully booked for double rooms. How many nights is it for?
C: Two. From 24th to 26th .
R: We just only have single rooms available. If you want we will arrange two people per
room with extra bed. Is it ok?
C: Hm … I see. How much is it?
R: It’s 150 dolllars per night including breakfast.
C: Hm.. That’s a lot of money. Do you have any discount for a reason We can’t have
double rooms?
R: To be honest, we can’t discount more on christmas day. But Your customer will be well
taken care of, sir.
C: OK, that’s fine. I will take it.
R: Yes, sir. And your name, please?
C: MR/MRS X
R: Can you spell your name, please?
C: xxxxxxx
R: Do you have a contact number?
C: Yes., my number is 0909888888
R: Thank you, MR/MRS X . Could you send an email or fax to confirm your reservation?
C: Yes, of course. My email
R: Thank you for calling. Goodbye, see you soon at our hotel
C: Goodbye
CÂU 3: RECEIVING GUEST IN THE HOTEL (CHECK IN)
Hotel: Good afternoon. Welcome to the UFM Hotel. How may I help you?
Guest: I have a reservation for today. It`s under the name of X.
Hotel: Can you please spell that for me, sir?
Guest: Sure. XXXXXXXXXXX
Hotel: May I have your passport, please?
Guest: Here is it.
Hotel: Yes, Mr. Hannighan, we`ve reserved a double room for you with a view of the ocean
for two nights. Is that correct?
Guest: Yes, it is.
Hotel: Excellent. We already have your credit card information on file. We will charge one
night for a deposit, please.
Guest: Whoa! Five hundred and ninety dollars a night!
Hotel: Yes, sir. We are a five star hotel after all.
Guest: Well, fine. I`m here on business anyway, so at least I`m staying on the company`s
dime. What`s included in this cost anyway?
Hotel: A full Continental buffet every morning, free airport shuttle service, and use of the
hotel`s safe are all included.
Guest: So what`s not included in the price?
Hotel: Well, you will find a mini-bar in your room. Use of it will be charged to your account.
Also, the hotel provides room service, at an additional charge of course.
Guest: Hmm. Ok, so what room am I in?
Hotel: Room 487. Here is your key and your breakfast ticket. To get to your room, take the
elevator on the right up to the fourth floor. Turn left once you exit the elevator and your
room will be on the left hand side. Swimming pool on the 3 floor. Spa and fitness center on the 2nd floor. A bellboy will bring your bags up shortly.
Guest: Great. Thanks.
Hotel: Should you have any questions or requests, please dial `O` from your room. Also, there is internet available in the lobby 24 hours a day.
Guest: Ok, and what time is check-out? Hotel: At midday, sir.
Guest: Ok, thanks.
Hotel: My pleasure, sir. Have a wonderful stay at the Grand UFM Hotel
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