ENGLISH FOR SPA

UNIT 1: TAKING RESERVATIONS BY TELEPHONE

FOCUS: Receiving calls and taking bookings
1. PRESENTATION

 How do the guests book the spa?

 What type of treatments does Orchid spa
have?

….. Good morning, how may I help you?

 Which sentences should you talk to guest?
….. Do you have a reservation?
……Hello, what do you want?
….. May I know your name, please?
…… I’m sorry, we are fully booked at 3pm.
…… We have nothing for you.

2. LISTENING PRACTICE
 Listen to the dialogue and fill in the blank:
Dialogue 1:
Spa: ______________. Orchid Spa, Mai Anh speaking.
Guest: Hi, could I make an appointment for a body package at _____ o’clock ________ morning?
Spa: Please wait a minute, madam. Let me check it for you.
Guest: Ok.
Spa: I’m sorry Madam. We are fully booked at that time. What about _____ o’clock in the afternoon?
Guest: Ok, one o’clock is fine.
Spa: May I have ______________ and _____________ , please?
Guest: James, 0903269044.
Spa: Thank you very much, Mister James. See you at one o’clock tomorrow.

Dialogue 2:
Spa: Good afternoon. Orchid Spa, _____________________?
Guest: Hi, James speaking.
Spa: Hi, Mister James.
Guest: I have an appointment at ____, I can’t made it. I am sorry. Can you change the time for me?
Spa: Hmm.. can you come at ______ o’clock?
Guest: Yes, ______ o’clock is fine.

3. LANGUAGE STUDY
PHRASE SENTENCE
Answer the Hi/ Hello/ Good morning/ Good afternoon/ Good evening
telephone & greet This is Orchid Spa.
the guest This is (staff’s name) from Orchid Spa.
 (Staff’s name) from Orchid Spa speaking.
Orchid Spa speaking.
Ask for help May I help/ assist you?
How can I help you?
How may I help you?
Ask to wait Please hang on a minute. Let me check schedule.
Would you like to wait a moment or let me call you back
later?
Wait a moment, please.
Please give me a minute, I’ll check for you.
Just a minute/ a moment, Sir/Madam.
Ask for date & time For what time, please?
For what date, please?
What time would you like to book/reserve?
What time do you want to book/reserve?
Ask for name & May I have your name & room number please?
room number Can you spell your name please?
Ask for number of For how many people would you like to book?
people For how many people, please?
Ask for treatment Would you like foot massage or body massage?
Have you chosen the treatment/ package?
Have you taken a look at spa menu ?
Reconfirm booking May I repeat your booking?
Excuse me I would like to reconfirm your booking…. Is it
right? Is it correct?
Ask guest to repeat Sorry can you repeat it?
Apologize We’re so sorry, we are fully booked. Can you change the
time?
Ask for more Is there anything else I can do for you, Sir/Madam?
information Do you have any special request?
Ending call Thank you for calling.
We look forward to having you with us.
We look forward to seeing you at Orchid Spa.
See you later/ See you then.
Have a nice day

4. SPEAKING PRACTICE
Exercise 1: Make questions for the answers below:
1. I’d like to book schedule for 2 people at the same time.
2. We’d like a private room.
3. I’m in room 102.
4. At 11am, please.
Exercise 2: Read the information and make the dialogue for the situations below:
Situation 1: You work at Orchid Spa. You receive call from the guest to book spa for:
- 1 person
- 8 pm
- Facial treatment
Situation 2: You work at Orchid Spa. You receive call from the guest to book spa for:
- 2 people
- Private room
- 3 pm but fully booked
5. EXTRA WORDS IN USE: DAY + DATE + MONTH + TIME
a. Days of week:
Monday - Tuesday – Wednesday -Thursday – Friday – Saturday – Sunday

b. Months:

c. Dates of month: The + date of month

d. Time:
At full hours: (o’clock/ … :00)
FORM OF THE ANSWER: It is ………. o’clock.
Example: It is eleven o’clock (11:00).

At half hours: (30’ passed the hour)

FORM OF THE ANSWER: It is half past … OR It is … thirty.
Example: It is half past one (01:30) OR It is one thirty.

At quarter hours: (15 minutes after the hour or 15 minutes before the hour)
FORM OF THE ANSWER:
It is (a) quarter past ………. (15 minutes after the hour)/ It is … fifteen.
It is (a) quarter to ……… (15 minutes before the hour)/ It is … forty-five.
Example:
It is (a) quarter past nine/ It is nine fifteen (9:15)
It is (a) quarter to five/ It is four forty-five (04:45)

VOCABULARY – BODY PART

I. Listen then fill in the blank (https://www.youtube.com/watch?v=_eCSZ9-UTgA - NGHE TỪ 0.40):
Spa: Hello, Seabourn Spa.
Guest: Hello, this is Elaine Townsend. I’d like to _______________________ for a massage.
Spa: When would you like to __________, Ms. Townsend?
Guest: On ______________ if possible.
Spa: ________________. Savana has an opening at ________.
Guest: Actually, that’s a little late for me. Is someone available earlier?
Spa: Yeah, Natasha can see you at _____.
Guest: That’s great. Oh, and I’d like to make an appointment for a ________, too.
Spa: On Friday morning?
Guest: Yes, if possible.
Spa: Actually, Natasha can give you a facial too after your massage.
Guest: That’s great. How much for the massage and the facial be?
Spa: That’ll be ______$.
Guest: Is the tip included?
Spa: Yes, Ms. Townsend. It is.

II. Re-order sentences to make a dialogue:

Xin chào, Orchid Spa speaking.
How may I help you?
Hi, I’d like to make an appointment for a massage this afternoon.
Sure, what time would you like to book?
About 2pm please.
For how many people, please?
For 2, me and my husband. We’d like 1 private room.
Yes, please wait few minutes. We need to recheck schedule and I will call you back later. You’re in room 106,
is it right?
Yes, right. Please let me know soon.
Certainly, thank you for calling.
-----
Good morning Madam, I’m calling from Orchid Spa.
Yes, hi. Can I have massage at 2pm?
Yes, sure. We have available schedule at 2pm for you.
Great! Thank you.
Did you choose the massage?
Yeah, head, neck and shoulder for my husband and mountain stone for me.
Ok. I’d like to reconfirm your booking a private room for 2 people at 2pm, head, neck and shoulder &
mountain stone, is correct?
Perfect! Thank you.
Thank you. See you at 2 pm. Have a nice day!

III. Speaking
Prepare a dialogue with guest’s answer like this:
- 4 people
- They want to book at 3pm but fully booked, change to 4pm
- Room 117 & 121
- They request room along the streamline
- They request 2 male therapists.