Dealing with incoming calls In this unit you witt receive incoming calls > take messages + dealwith requests. = Starter Match the situations with the pictures. (lpatealls through for restaurant bookings [take room bookings [C]putecalls through to guests [deal with manager's calls [take messages a Listening Working in front office 1G 1.4 Listen and underline the correct alternative. 1. Caller L wants to book a room/speak to a guest. 2. Caller 2 cant speak to the manager as the line’ busy/ he’ not in his office. 3 Reception takes message to say the manager is late/ (Mr Cole is late. Caller 3 wants to booka room/table. Caller 4. asks for room 256/296, Reception tells him there’ no answer/the lines busy. Caller 5 for room 745 leaves a message on voicemail/ says he'll call back. 8. Caller 6 for Mrs Perez is told the phone is ringing! the line’ busy. 2. @ 11 Listen again and complete the sentences. 1 ..Marina, Anita -Can 2 2. Justa moment... to reservations. 3. Who... + please? 4. ..atthe moment. Could amessage? 5 Tdliketo... for dinner, 6 Tmatraid the. 7 Wouldyoulike amessageon voicemail 8 No, thanks. I Unit 1 Dealing with incoming calls 3 Work witha partner to practi switchboard (S) and caller (C). 1 S: greet caller mp C: ask to book 2 Grask to speak => to manager 3 C:askfor > S:noanswer/ room 483 offer to take al message 4 S:greet caller = C: say you'll call back = Language study Expressions to learn I'd like to book. Just a moment. ll put you through to. I'm afraid he’s not in hs office at the moment. Could/Can | take a message? Please hold and I'l connect you to I'm afraid the line's busy. ‘There’s no answer. ‘Would you like to leave a message on voicem: Wes ringing for you.m Listening Customer requests answer extra reserve 1 @ 1.2 Listen to the call. Are the sentences true or false? arrange hold (a room) ring. 1 The guests will arrive tomorrow before book (@ room) hold (the line) run late ic nine otlnck emeléolie eallback praia 1rtg (OT ae Nace 2. MrsCarson asks reception to hold the room. true/false carregistration put (sb) through voicemail 3 She requestsanextrabed, £22 arusyfalce > Glossary page 102 i 4° The family are travelling by train. true/false 5. Mrs Carson wants to reserve parking. true/false gece om ks oc es passport number: true/ lee Til bill ak 7 "The car registration is TROGFKB, teue/lalse Use Can/Could, Would you like to, I'll to offer help. 2 @ 1.2 Listen again, Number the sentences in the order Examples they're said in the dialogue. Can help you? a [| Would you like to xeserve a parking space? Would you ike to speak to the manager? b [> That’ fine-.. P've made a note of your late arrival. Pllputyou through to reservations. ¢ [1 Could youhold our room? i d_ [5 Areyou arriving by car? > Language review page 86 e [2 ’Marrange an extra bed in your room. 1 You are the receptionist. Complete these offers of help. f (= Can Ihave your car registration? eincser & | Whatnameisit, please? ; connect you right away. 4 [)Canthelp you with anything es! Itty her room foryou? 3 Work with a partner, Practise a similar call using these ‘ell him you're running late. prompts, Take turns to be receptionist and caller, speakto reservations? oa i reservation for double and single / late arrival after 10.00 / tokea message? meee je herthe message. 8. book table or lunch? Activity Fd like to, Can/Could a 4 Use fd like to and Can/Could for requests. @ Tet er Examples: 2 ipabka we bcokarion' You work in front office at the Palace Hotel. Read the can er eal ate information and deal with the fourcalls. 1 Mrs Black, room 534 —» line's busy — take a message. Sm Language revi Sat enna 2 Mr Ruiz, room 151 = ty foom—* no answer. 2 Match the incoming calls with the responses. 3 Connect to restaurant. Incoming calls Responses, 4 Respond to all requests. 1 [e]book /tablefordinner a try /hisoffice 2 (@UREAR) manager tonne meters Example Good afternoon, Palace Hotel... speaking. Can |help you? 3 [leave /messageformsti ¢ putthrough/herroom Read the information and make four calls to the Hotel Mirador. 4 [_]speak/ Mrs Barrasin 745 connect { his voicemail 5 [_]book / room ¢ putthrough / restaurant 1 Ask for hotel manager + you'll call back later. 6 [/ ]leave / voicemail message .f have / name and contact 2 Ask for Mrs Clooney, room 382 + leave message to call forMrBames number you back on 07773 6861263, 3 You'd like to book a room. Now workwith . rompts to make r Ele eee alae 4 Ask for Mrs Banks, room 238 —+ leave a message (late for and offer help. ; enh ‘meeting / ative in 45 minutes) —* ask about parking res ask about booking a table for lunch. A Fake t booka table for dinner. B usta moment. il put you through to the restaurant. Example Hello, Could | speck to the hotel manager ..? Unit 1 Dealing with incoming calls | 5Customer information Inthis unit you will 3 give information to customers, talk about hotel facilities and services + tell customers where facilities are. Business centre = Starter Look at the pictures. What facilities and services does this hotel offer? = Listening Giving information 1. @ 2.4 Listen and tick (V) the facilities and services that you hear. 1 Clairport transfer 2 [fitness centre 3. (hotel restaurant 4 Cbusiness centre 5 [carpark 6 [Ljcarrental desk 7 [restaurantrecommendation 8. C)imternet access 2G 2.1 Listen again and complete the sentences. 1 How from the airport to the Grand Marina? 2. Theresa shuttle bus... the airport direct Hl thehotel. 3. Where doesit 4 And... soon does it take? 5. Great. Um... business services? business centre? 6 Ieee. ‘ground floor, opposite reception. 7 Talike to acar fora few days. BJUSt canon desk, next to reception . 3. Work witha partner. Look at the hotel information. Take turns to ask and answer about these things. * getfromairport? + —hirea car? * how long? « fitness centre? + charge for bus? + restaurants near hotel? ‘Hotel Nathale = [FREE AIRPORT TRANSFER ~ 50 minutes ~ shuttle bus direct ‘to hotel - outside Terminal 1, in front of taxi rank. Other services : CCAR RENTAL DESK ~ opposite reception FITNESS CENTRE - ground floor, next to swimming pool [RECOMMENDED RESTAURANTS: Fargo’, Italian ~ opposite hotel / Comptoir French ~ Rue des Bains Unit 2 Customer information ese ‘There's a shutile bus from .. direct to... ‘The bus stop is just outside the ..., opposite the .. We offer a free airport transfer to all our guests. It's on the ground floor, opposite .. It's open 24 hours. We'll arrange that foryou. Can you recommend 2 restaurant nearthe hotel? | can recommend Gino's... It's very good. Ee business centre hire shuttle bus. carrental main tax rank client onsite tourist attraction direct roofterrace transfer facilities separate wheelchair access gift shop service > Glossary page 102 perce 1s there?/Are there?, There’s/There ore, There Ysn’t/ There aren’t Remember to use the correct form of be. Examples Is there. transfer rom the airport? Yes, there’s a free bus. /No, thereIsn’ta bus to the hotel ‘Ae there ground floor rooms? es, thereare./No, there ares > Language review page 86 1 Work with a partner. Look at the pictures on pages 6 ar 7 again, Take turns to ask and answer about these thi Example Alsthere a carrentalservice? B Yes, there is. 1 acarrental service 6 business services 2. aswimming pool 7 aiftshops 3 Lins 8 ahairsalon 4 parking spaces 9 translation services 5 Intermet access 10 information about tours= Listening Services and facilities 1G 2.2 Listen to the hotel presentation and complete the list of services and facilities. Then listen again and check. near city 1 2 desk near mall = lifts = near wheelchair eectleee air conditioning front desk = express. Internet access 1 AMTPOTE aneurin 22 movies Prepositions of location “ere f of p a e business centre nextto—infrontof behind opposite 7 exchange sauna e = car rental desk Jw * Ke aan oe 2. Match the items in 1 to these categories. atthetopof atthebottomof —_attheendof outside 1 hotel service: 2. room facili = 3. location: aia ead ws a 4 hotel fACitY: semen numennnnrsiehanarntecsngmennmne under above butwcen 3. Work with a partner. Think of five more services and 2 Look.atthe pictures and complete the sentences, Use the facilities available in a5-star hotel correct preposition from the list above 1 Thetourdesti 2 Therestaurantis. Activity You've been asked to give a presentation about your hotel to a ered 7 company interested in using the hotel for its clients Think ofa hotel that you know find out information about ‘a hotel on the Internet, or use the information on page 60. Prepare a short presentation (60 words +) to give to the class using these headings. 3 The luggage 4 The gift shopis Location General facilities Room facilities Services eo = Example Location: The Plaza Hotel isin the city centre near the main shopping streets and important tourist attractions. GENERAL FACILITIES: There are 140 ensuite rooms with two restaurants and o terrace bar m 5 Thewomanis.. je roof terraces. ROOM FACILITIES: All the rooms have air conditioning with ‘minibars, safe deposit boxes, pay-per-view TV . SERVICES: There is a 24-hour business centre and there are gift el shops in the main reception area... Unit 2 Customerinformation | 7‘@ Dealing with incoming calls 1 Complete the crossword using the clues. Across F 2 A phone line already in use is (4) 8 Calls are answered and connected here in a big hotel. (12 B c 11 Ifnobody answers, you can leave one of these with reception. (7) R rv 14 You can do this if the line i$ engaged. (4, 4) 3 15. One moment. 1 the manager’ office for you. (3 16 The department that deals with bookings. (12) Down L ‘All incoming calls have to be............. to the right (\ ‘| Ee person. (3,7) hale 3 The receptionist asks the guest for this to book a parking space. (3, 12) “4. The reception team works in here. (5, 6) 5. Pick up the phoneswhen it rings. (6) in 6 Noise the phone makes for attention. (4) 7 You can leave a phone message on this service. (9) R 9 Opposite of early. (4) 10 Organize a service for the guest. (7) 12. Families often request one of these in their room. (5, 3) 23. Late arrivals ask reception to... ‘their rooms. (4) 2 Use each word or phrase once to complete the text. 3 Putthe words in the correct order to make offers of help. 1. toreservations / through / put / you / IL running late switchboard connects reservations, put calls through makesanote _ hold the line hhold their rooms arrange 2. like / you / reserve / would / a parking space / to? Jessica works on the hotel at the ‘Como Hotel in Milan, Most of the time, she can 3. you for dinner / can / a table / book / 1? aes 2 the different hotel departments 4. 17g message take / could? or the guests’ rooms. She just asks the callers to HH] sen ? while sh 5. of/ request /a note / T'Il/ make / your the calls, Sometimes, guests call to ask for « child's bed in their room, Jessica'asks housekeeping 6 speake/ would / to the duty manager / 10 / like / you? 0 5 this. Guests who are : a - * often call to inform reception, 7. his voicemail / connect / T'll/ to / you Jessica asks reception 10 ee-eeeeneneonene If here a call for the manager and he’s not in his office, she 8 hold the line / connect / please / his room / you / to / 8 of any message and leaves it on and I'll 4 | Unit Dealing with incoming calls4, Match sentences 1-8 with responses a-h. 1 Can I speak to Mrs da Costa in room 442, please? a Can I leave a message? 2 [1 Would you like to leave a message for your brother? _b_ No. It all right. I'll call back later. 3 [1D Talike to speak to the daity manajér’“"" © One moment. Pll put you through to her room. 4 (J Could you inform reception that well probably d_ Justa moment. I'll connect you with their voicemail, arrive late? © | Ofcourse. I'll make sure we hold your room. 50 7 tohave an extra bed in our room for £ Please hold a moment, connect you to the restaurant, fll canine eee ge Bos g Tmatraid theres no answer from his office, 7 Cl tmalrad the lines busy h Tllinform housekeeping, They'll arrange that for you sO Teilike to book.a table for dinner on Saturday evening, 5 What number should you call? 1 Guests would like you to book them table for dinner. ee. 2. You want to check that rooms on the second floor have been cleaned. fest 3 Youd like to call the airport to find out when the | Kitchen vane cot flight from New York arrives, Housckesing S40 4 You want to give the guests in room 111 a message. ona ee SNe scons i a 5 You want to talk to the chef about a food request ROOMS ; dial oom number from a guest. ae Caine 6 Some guests would like a sandwich in their room. Conference manager... 00 7. Guests would like to stay for five nights not four, Conta tenn AO 8 You want to order drinks for guests waiting at and wait fr the doling one. SSS teeta Then dial the number you want. 6 Thereis one mistake in each sentence. Write the 7 GERWANND Match the phone words with the sentehces correctly in your notebook. definitions, 1 Could have La contact number? hangup — outside line ‘tone beep in Operator local call long distance call directory 2 Would like you to leave a message? 5 Can give me your car registration, please? 1 Book of telephone numbers. = a ! Llike to reserve a table for lunch, please. 2. A call to someone in the same area. fi pe 3. The noise before you leave a voicemail message. > Tila parking space book for you. 4 You nieed one to make a call outside the hotel ° You would tell her I'm running late for our meeting? from a hotel room phone, * Can Iyou help with anything else? 5 A call to another part of the country. 6 Put the phone down. 7. ‘The noise you need to hear before you enter a mimber. 8. Person who helps you to make a cal. Unit 1 Dealing with incoming calls | 5ym Customer information 1 Match a word in each box to make a new noun. business car stop salon currency gift access space hair Internet bus attraction shuttle taxi centre exchange tourist airport transfer shop bus parking rental rank 2 Which service or facility in exercise | are these customers enquiring about? 1 How can I get from the airport to the hotel? shuttle bus Td like to hire a minibus for the week. ‘Where can I put my car? . Can I send emails from my room? «ecu Td like to use a printer and a fax machine. 6 What is there to do in the city? 7 Will the tour company arrange transport to the resort? 8 Where can I buy a present for my wife? 3 Lookat the picture, Then use each preposition once to describe where the people and things are. RECEPTION behind rnextto between in front of above under ‘opposite at the bottom of the stairs the clock the receptionist the gift shop the child the table the family’s luggage the porter 6 | Unit2 Customerinformation & Put the words in the correct order to make usefal information for guests. 1 the arrivals / outside / rank / the taxi /is / area The taxi rank is outside the arrivals area the airport / to / the hotel / direct / a shuttle bus / from / theres 3. airport/ the / transfer / offers / free / a / hotel 4. rooms / have / access / all the | Internet 5. arrange / for you / car rental / the / reception / in / desk/ will / that 6 centre / there's / pool /a fitness / and / on site / a swimming 7 all the / showers / have / separate tubs / bathrooms / and 8 the Indian restaurant / recommend / at the end / I can / the street / of5 Lookat the pictures and write information for the customer, ‘The customer wants to know 1 how to get from the airport 3 what facilites the rooms have 2. where the hotel is located 4 what services the hotel offers. at 6 QGSTETGD Uscthecluestofindtheserviees WAKEUPSERVICENH and facilities in the puzale, Look and->. S$NIPUMMFYHDMXDL 2 Where con tpur my cart ruins Moe eo eee 2 Lowant to wake up at 5 a.m. ; Z 3 Weld lke breakfast in our room. Bee ConORet HE tee ay al a 4 Somewhere for the baby to sleep. wGdDYOSSSURCNINC 5. My jacket’ got a bad stain on it. rth STOO hoe Bea) 6 Where can I send my dirty shirts? TFYOQAOQXREAAIDA 7. Ta like someone to look after the children this evening. NUNHUFFTKYAUIRIIC 8 Can Ihave one to press my dress? 4 9 I want to dry my hair, Se eee reed v. 10 How Americans get to the top floor. JTUGCAGPWHRID|AJOZ LL A large hot bath with moving water. BERPDEUFHLNRRINZ BABYSITTING Y(|KJG.I WROOMSERVICEABA BISAXLESACNEVSC ELEVATORORVKRQY Unit 2 Customerinformation | 7