Correspondence inthis unit you wilt write letters and emails to customers respond to emails and voicemails. = Starter What types of correspondence do hotels use to contact, customers? Make a list of possible reasons for writing to customers. Example to confirm a room reservation = Writing Letters and emails 1 Complete the first gap of each correspondence with, one of the phrases. a Weenclose a copy of b_ Weare pleased to confirm your reservation Regarding your request to 2 Complete the second gap with one of the phrases. a Unfortunately we are fully booked % Itincludes % We have also reserved a parking space for you 3. Complete the third gap with one ofthe phrases. a Wehope we maybe of 1b Welook forward © Weattach a copy of HOTEL INTERNATIONAL, GRAN VIA, 402, 08007 BARCELONA 134925526 536. wn etelnterratonalcon ‘Mx P McKinnon 20 Church Street Bdinburgh EH4 9HZ 13 July 20_— Dear Mr McKinnon, ‘our hotel brochure for your information directions for arival by road, service to you in the future. Yours sincerely Rosa Gonzalez Mateting Assictant 12] Unit 5 Correspondence FG Subject: confirmation of booking Dear Mrs Tevez: “Thank you for your @mdll meanenmnnmnnanin of | double room for 3 nights from 30 September. We also confirm your table booking for 4 an | October at 8 pin, for the 3 days as requested. -orsnene t0 Seeing you in September Best regards Toni Fong Reservations ‘Subject request to change dates Dear Ms Parsons a _. change the dates of your booking. savown for 15 and 16 March, However: we can offer you accommodation at our partner hotel nearay, += their brochure for your information. Se 4 Read the tips and rewrite the highlighted parts of the email to customer, Carlos Lomo. Writing a good business email | Use the subject line to tel the recipient what the email isabout 2. Use greetirigs and endings as you would ina letter 3. Sentences in emails (and letters) should be shor? and clear — 1455 (kept short ands). 4 Usespaced paregraphs or (SASSER Geren topics == 5. Youcanwite numbers J-f0in | Des oa ; ends rigrsinleterswrite easvermesorecene | these nwordstree nigh, Youre 6 Don't SHOUT in capital letters. |SEllyour reservation for Setar Tuesday 420 |p 7 Don't use acronyms or abbreviations for customers, eg.FM (oryourinformaton), | HBB eres = Benita Bellini Friday 7 December 8 Read your email for speling, punctuation and tone, Reservations Manager——————e : ge study ee for your email \We are pleased to confirm your reservation. Regarding your request to change the dates of We also confirm your table booking for 4 on 1 October at 8 p.m. However, we can offer you accommodation at our partnerhotel. ‘We enclose/attach a copy of our brochure. ‘We hope we may be of service to you in the future. abbreviation- correspondence recipient acronym enquire regarding (re) amendment look forwardto st spaced. brochure polite tone > Glossary page 102 eee email youdon'tknow DearSirorMadam OearSiror Madam thename _Yoursfaithfully __(Kind/Best) Regards you know DearMr/Mrs/ Dear Mr/Mrs/ thename Ms Bono Ms Bono Yourssincerely _(Kind/Best) Regards you know DearLouise Dear Louise or person well Hi/Hello Louise Bestwishes Allthebest/Cheers 41 What greetings and endings should you use when writing to the following? 2 email Jacques Dupont (new custome?) 2 letter ~ Aldo and Maria Costa (customers you know wel) 3 email Tom (colleague) 4 email Veronica Beale (new customer— married status unknown) 5 letter—name unknown 2 Business letters and emails should be polite and formal. Rewrite the letter to Hans Wollman to correct the tone. Dear Hans ‘Thahks for your letter. | Here's a copy of the brochure you asked for. | See you next week. Cheers, James McClaren Intemational Hotel a Listening Customer messages 1G 5.4 Listen to five voicemails. What does each caller want? Caller 1: 2. @ 5.1 Useyyour answers from 1 and these prompts to ‘write responses to the voicemails. Listen again if necessary. Example Dear Mrs Pele Regarding your booking enquiry, we confirm room available / confirm reservation (em: 2 roomsare available / confirm amendments (letter) 3 confirm booking / double room for 5 nights, 12-17 February (email) 4 restaurant fully booked / offer table in Terrace Bar / same menu (email) 5 party rooms are available / enclose events brochure and menus (letter) 3 Work witha partner. Check each other’s emails and letters for spelling, punctuation and tone. Activity 1 You workin front office in Hotel David in Florence, Italy. Write an email reply to Mary Tan (mary.tan@infotec.ch) confirming the changes to her booking. A double and single room are available for 2 nights from 9-11 June. You have booked her a parking space from 6 p.m. an 9 June to the morning of 11 June as requested. You have also reserved a table for three for dinner on 9 june at 8.30 p.m. You look. forward to welcoming her to the hotel 2 You work in the Events Office ofthe Crowne Plaza Hotel, rue de la Roi 107, 1040 Brussels. Write a letter to Piet van Derbilt, Amstel 140, 1017 EZ ‘Amsterdam in reply to his enquiry about organizing a business lunch for 60 people on Friday 30th May. The Grapevine Restaurant is available for his party from 12~3 p.m. Enclose ‘sample menus. Also enclose directions to the venue (five minutes’ walk from railway station). Unfortunately, you cannot offer parking. Mention the large public car park three minutes’ walk from the hotel. You look forward to hearing from him. ‘Work with 2 partner. Compare your correspondence and see if you can improve your writing. Unit 5 Correspondence | 13by Correspondence 1 Use the clues to complete the puzzle. What is the missing word? is the person you write to. (9) 2. A booklet with information about the hotel. (8) 3 To ask for information is to 2) 4. A polite way to end an email is Bet .e.00. (7) 5. Thisis the short form of a word (etc.). (12) 6 Ifyou put leaflets or documents in an envelope together with the letter, ou 2... them. (7) 7 Use uc paragraphs for new topics ina letter (6) 8 Ifyouare polite and not informal, you use the correct. 9 A word made from the first letters of other words (FYD. (7) 10 Begin your letter Dear Sir 0” nv (8) 11 End a formal letter to Mr Graff with Yours. e) 12. This is a change that you make in a document or letter. (9) 13 Senda document with your email. (6) 14 When you speak or write to guests, always be wae. (6) ) a R E| 2 B 3 ELI 4 R 5 i J 6 7 s a T| @ 2 fA 20 | a fs 3 « PLDI 2 Lookat the two letters. Then read sentences 1~7 and underline true or false, Explain your choice. 16A Lutzengaten, $-11642 Malmo ‘Sweden 44th September 20-— Hotel Formosa Causeway Bay, Hong Kong Dear Sir/Madam Tam planning a trip for 20 musicians to Hong Kong im February and would like information about accommodation and conference facilities at your hotel Could you send me information about your room rates and details of the hotels location? ‘Yours faithfully Thomas Johansson } Hotel Formosa, Causeway Bay, Hong Kong ‘el: 00886 2872299 wwwhotelformosa.com Dear Mr Johansson Thank you for your enquiry. For your information, we enclose, ‘a brochiure of our hotel which includes the current room rates and details of our conference facilites. The hotel located only ten minutes from the centre ofthe city and 4 minutes irom the airport. We look forward to being of assistance to you in the future Yours sincerely Hoj-ting Lai Reservations 1 Mr Johansson doesn't know the person in reservations at the Hotel Formosa. ‘rue/false He begins hs 2 Mr Johansson is travelling to Hong Kong with his family. true/false. wnt “ 3. Mr Johansson wants to know where the hotel is. true/false 12 | Unit Correspondence Hotel Formosa is near the city centre. t1UE/fAlSE senna Hotel Formosa does true/false a Hoi-ting Lai works at the Formosa Hotel. true/false S Hoi-ting Laiis a friend of Mr Johansson. trueffalse... have any conference rooms.3 Each of the tips for writing good business emails is incorrect. Rewrite the tips correctly 1. Use the subject line to tell the recipient who the email is from. os subject line t the email 4. Its not necessary to write in paragraphs. 5 You must write numbers as words (two, six). 6 Write important things in CAPITAL letters. 8 Its not necessary to check your emails for spelling, punctuation and tone. & Patthe parts of the email in the correct order. a LJ Wealso confirm your table reservation for 4 on Saturday 21 June at 8.30 p.m. Benito Peres Reservations Dear Mr Schmidt We have reserved two parking spaces for you in our basement car park as requested. We are pleased to confirm your reservation for 2 double rooms from 18 June to 22 June. ‘Thank you for your email. ‘To: Mr J Schmidt With best wishes ‘We look forward to seeing you on 18 June. j C1 Subject: Confirmation of booking 19080 (a) elie) a) Use any acronyms or abbreviations (FYI, 4you) you know. 5. Underline the parts of the email that are too informal. ‘Then rewrite the email in your notebook to correct thetone. | From: Hotel Golden Beach To: Elisa Mendez | Subject: booking chge | Dear | twas good to get your email. Thanks. Sorry, we | can't give you a room for 8 nts. now you've changed your dates to 2-10 Aug. Why not try our partner | hotel? Look through the brochure that's with this email. Greetings van Reservations, Hotel Golden Beach = ‘Match the abbreviations 1-10 ir meanings a~j 1 EE] asap a regarding 2Dlencs b street 3 Dind — c copyto 4[1 no d perproxy (signed instead of somebody) 5 LI) ple ec number 61 pp £ documents enclosed 7O re g assoonas possible 8 [rd hh public limited company 9Os i included to LI cc jj road Unit S Correspondence | 13