BY:

Samples DialogueReservation: Good morning, International Hotel this is Lorna speaking. How may I help you?

Caller: Good morning. I’d like to reserve a single room, please

Reservation: Yes, sir. For what date?

Caller: From April 23rd to May 2nd .

Reservation: Yes, we still have some rooms available for those dates

Caller: May I know your rate per night, please?

Reservation: For a single room, the rate is US $120 per night

Caller: Does the rate include breakfast?

Reservation: Yes, of course it does. The rate includes continental breakfast and service charge.

Caller: Right

Reservation: Do you want to reserve a room now?

Caller: Yes, of course, I do. I’m coming next week.

Reservation: May I have your name and address, please?

Caller: Yes, My name is Richard Mann and my address is 75 fifth avenue street, Lost Angeles, California, USA

Reservation: And what is your email address, please?

Caller: my email address is r.mann@yahoo.com. Do you need a confirmation?

Reservation: Yes we do. Could you please send us email?

Caller: Right. I’ll send you email to confirm my reservation

Reservation: We look forward for your visit, Mr. Richard

Caller: Thank you for calling us.

Language StudyAsking questions using do, does, did, and haveStudy the following examples of how to make questions

Example:

• Ask Mr. William if he requires an early morning call

You say: Do you require an early morning call, Mr. William?

• Ask Mr. Spencer if he has completed the form

You say: Have you completed the form, Mr. Spencer?

• Ask one of the housekeeping staff if he changed the bulb in room 345

You say: Did you change the bulb in room 345?

Activity: Ask questions in a similar way as the examples above.

• Ask Mr. Simon if he wants to order anything for dessert

• Ask Mr. Richard if he wants to come tomorrow morning

• Ask Mrs. Callaghan if she bought a ticket for tonight’s performance

• Ask John if he gave you a phone call last night

• Ask Mr. Snowman if he requires an English breakfast tomorrow

Topic: Taking Reservation by email or fax Course Benefit: Skill of taking Written reservation by Email

Glossary:

Inquiry = permintaan melampirkan

Details = perincian

Necessary = perlu

Confirmation = konfirmasi

Signature = tandatangan

To enclose = keterangan

Together = bersama

Possible = mungkin

To show = menunjukkan

To sign = menandatangani

SAMPLES OF INQUIRY EMAIL

295 Waterloo Street

Poole BH12 7 LM

Birmingham 12367

England

12 January, 2010

The Manager

International Hotel

Cempaka Street

Kuta- Bali 80000

Dear Sir,

I am attending an International Conference on World Population in Bali next July and I am interested to stay in your hotel.

I should be pleased if you would send me your complete brochures and pricelist and other facilities you can offer.

I look forward to having your prompt reply.

Your faithfully,

Richard R. Anderson

Topic: Taking Reservation by phone or Skype Course Benefit: Skill of taking reservation by telephone and Tele

conference facility

Expressions : Please learn the common expressions used in taking reservation by phone or Skype

• I would like to order/reserve a single room, please

• Could you tell me how much the rate per night is?

• How much is your rate per night?

• Does the price include breakfast?

• Is there any discount for children?

• May I know your phone number, please?

• May I have your full name, please?

• Our rate doesn’t include breakfast.

• Thank you for calling us

• We look forward to your visit, Mr. Richard

SAMPLE OF EMAIL REPLY

The International Hotel

Cempaka Street

Kuta- Bali 80000

_________________________________________________________________________________

13 January, 2010

Mr. Richard R. Anderson

295 Waterloo Street

Poole BH12 7LM

Birmingham 12367

England

Dear Mr. Anderson

Thank you for your email on 12 January, inquiring about our brochures and pricelist.

We are pleased to enclose our brochures and pricelist together with some other details of our hotel facilities

We look forward to your visit.

Your faithfully,

Gunawan R.

Reservation

Topic: Handling ComplaintsCourse Benefit: Skill of Handling Complaints

Expressions : Please learn the common expressions used in handling complaints.

• Please accept my sincere apology for any convenience that may have caused you

• Clearly, we’ve upset you and I want you to know that getting to the bottom of this is just as important to me as it is to you

• Have I done something personally to upset you?

• That must have been very frustrating for you.

• I realize the wait you encountered was an convenience.

• If I were in your shoes, I’m sure I’d feel just as you do

• We appreciate customers who let us know when things are not right.

Samples DialogueReservation: International Hotel, Sandra Brown, Good Morning

Caller: This is Richard Smith, I’d like to book some rooms.

Reservation: Oh hi Mr. Smith, How may I help you?

Caller: my company will have a seminar, I wonder if you can help me for 14 rooms and a seminar room for September

Reservation: My pleasure, just a moment please, I’ll check if we have any vacancies. Mr. Smith, for this period I can offer you ten single rooms, besides that we are fully booked.

Caller: Well, our company always has the seminar in your hotel, I cant think of any other hotel we can hold it.

Reservation: Please accept my sincere apology for any convenience that may have caused you. If you want, I can check with another hotel if they have vacancies, this way it would work out.

Caller: Alright. Please book me 14 rooms and a seminar room for September

Reservation: Ok perfect, I will arrange it for you. May I have your complete address please.

Caller: It’s 295 Waterloo Street Poole BH12 7LMBirmingham 12367 England.

Reservation: Perfect, may I have your email address and exact name please. I’ll send you a non-binding offer.

Caller: Certainly, my name is Richard Smith and my email address is ricard.smith@yahoo.com

Reservation: Ok, I have all the information I need, I will send you the offer, just take your time to go over itand give us a call. I hope the seminar will take place, and I hope we meet soon, thank you.

Caller: your welcome, good morning

Reservation: Good morning and have a nice day

Activity: Please make some conversation in pairs. One should become a Reservation staff and the other is a costumer.

GOOD LUCK