Conversation

Taking Reservation

Reservation : Good morning, Bali Beach Hotel, Shinta's speaking. Can I help you?
Mrs. Smith : Good morning, I'd like to reserve a single room with ocean view please.
Reservation : I'm sorry who I'm speaking with?
Mrs. Smith : My name is Clara Smith and my address is St. Avenue street no. 7, Los Angeles, California, USA.
Reservation : Would you like to spell your name please?
Mrs. Smith : C for Charlie, L for Lima, A for Alpha, R for Romeo, A for Alpha.
Reservation :OK, for what date madam?
Mrs. Smith : From 2nd to 6th of June.
Reservation : Yes, we still have some single rooms with ocean view available for those dates.
Mrs. Smith : May I know your rate per night, please?
Reservation : For a single room with ocean view, the rate is US$ 200 per night.
Mrs. Smith : Does the rate include breakfast?
Reservation : Yes, of course it does. The rate includes continental breakfast and service charge.
Mrs. Smith : Right.
Reservation : Do you want to reserve a room now?
Mrs. Smith : Yes, of course I do. I'm coming next week.
Reservation : May I have your phone number, please!
Mrs. Smith : My phone number is 02777888. Do you need a confirmation?
Reservation : Yes, we do. Could you send us a fax, please?
Mrs. Smith : Right. I'll send a fax to confirm my reservation.
Reservation : We look forward to your visit, Mrs. Smith. Thank you for calling us.


Receiving Guest

Reception : Good evening, Ayuk's speaking, can I help you?
Mrs. Smith : Good evening, my name is Clara and I made a reservation a week ago.
Reception : Just a moment, please. Let me check it first. I found two Claras here. May I have your full name, please ?
Mrs. Smith : My full name is Clara Smith and I am from Los Angeles, California.
Reception : Ah yes, Mrs. Clara Smith. Here it is. One single room with ocean view from 2nd to 6th of June.
Mrs. Smith : Yes, that's right.
Reception : Could you fill in this registration card, please?
Mrs. Smith : Right (reads the form and then asks). Is it necessary to fill in the passport information?
Reception : Yes. Please fill it completely.
Mrs. Smith : Here you are. I think I have filled it in correctly.
Reception : Yes, that's fine. Here is your key. It's room 403 on the third floor. The rate is US$200 per night, including breakfast and service charge.
Mrs. Smith : Good. Would it be possible to get someone to help me with the luggage?
Reception : The porter will take them up in the lift and show you to your room.
Mrs. Smith : Right, thank you very much.


Escorting Guest

Receptionist : Please escort Mrs. Smith to her room. (Mrs. Smith is still carrying her bags).
Bellboy : Can I take those for you Mrs. Smith?
Mrs. Smith : Oh yes, thank you very much.
Bellboy : Is this all your luggage madam?
Mrs. Smith : Yes, thanks.
Bellboy : Your room is this way Mrs. Smith. (he opens the door).
Mrs. Smith : Thank you (the guest go in first).
Bellboy : Would you like me to explain the facility Mrs Smith?
Mrs. Smith : Yes, of course.
Bellboy : The light switch is here, this is the telephone, the water and the radio and the bathroom is just here. You have a balcony over there, with a nice view of the ocean.
Mrs. Smith : Good. That fine thanks.
Bellboy : If you need anything, just call reception.
Mrs. Smith : Yes, thanks.
Bellboy : I hope you enjoy your stay Mrs. Smith.
Mrs. Smith : Thank you. I'm sure I will.


Take Messages

Operator : Bali Beach Hotel. Good Morning.
Caller : Good Morning . Could I speak with Mrs. Clara Smith, please?
Operator : I beg your pardon, madam. Was what name Smith?
Caller : Yes, that's right.
Operator : May I know who is calling please?
Caller : This is Grace, Laura Grace. I'm her friend from room 202.
Operator : Thank you Mrs. Grace. Could you hold the line please madam? I'll put you though (no answer in the room). I'm sorry madam, there is no answer from room 403.
Caller : Could you try again please?
Operator : Yes, of course madam. One moment please. I'm sorry, there is still no answer. Would you like leave a message?
Caller : OK, just tell Mrs. Smith to meet me at the restaurant at 07.00 p.m. today.
Operator : OK, could I repeat your message madam?
Caller :Yes, of course.
Operator :You want to meet Mrs. Smith at 07.300 p.m. at the restaurant today.
Caller : Yes, that's right.
Operator : Well, I will pass on your message as soon as she is back. Thank you for the call.


Passing on Messages

Mrs. Smith : Hello, room 403.
Operator : Hello Mrs. Smith?
Mrs. Smith : Yes, that's right.
Operator : There is a message for you madam from Mrs. Grace at room 202. She would like to meet you at the restaurant at 07.00 p.m. today.
Mrs. Smith : OK, thank you.
Operator : You're welcome madam.


Managing complaints

Receptionist : Good morning, can I help you madam?
Mrs. Smith : Well, I hope you can. I'm in room number 403. I'm really annoyed with your service.
Receptionist : Are you? What's the problem madam?
Mrs. Smith : Well, yesterday I called the receptionist to send me an engineering to fix my bathroom. That's something trouble with the shower. But there is no engineering come until now. What kind of service does your hotel have?
Receptionist : I'm sorry madam. It's our mistake.
Mrs. Smith : Can I talk to your manager?
Receptionist : Certainly, Mrs. Smith. Could I just call my manager? Would you like for wait a moment?
Mrs. Smith : Yes, but just hurry up!
Receptionist : Mrs. Smith, this is Mrs. Joana. She is our manager.
Mrs. Joana : Mrs. Smith, I'm Joana. I've heard your complaint. And we are really sorry for this thing. I will make sure that this thing won't happen again to you . We will send our engineering to fix your shower.
Mrs. Smith : OK, I don't want this this happen again or I will check out right now. And I will give the worst impression for the service of your hotel!
Mrs. Joana : Yes, of course, madam.


Check Out

Cashier : Good morning madam. Can I help you?
Mrs. Smith : Yes, I'd like to check out now please.
Cashier : Could I have your room number please?
Mrs. Smith : Room 403
Cashier : That's Mrs. Clara Smith, isn't it?
Mrs. Smith : Yeah, that's right.
Cashier : We will prepare you account now, madam. We will only be a minute or two, if you don't mind waiting?
Mrs. Smith : Of course not.
Cashier : Here is your bill, madam. Would you like to check it?
Mrs. Smith : What is this 20.000 rupiah for?
Cashier : I'm sorry, we had to charge you for the broken window.
Mrs. Smith : Oh yes, that's right. I forgot, and what about this?
Cashier : That is for the drinks you ordered in your room on Monday madam.
Mrs. Smith : I'm sorry. I never ordered any drinks in my room.
Cashier : Are you sure Mrs. Smith. Sometimes it is easy to forget.
Mrs. Smith : Yes, I am quite sure.
Cashier : Well, I will check the bill with Room Service. If you would like to wait just a moment (she checks). I'm sorry, it is our mistake. The drinks were for room303, not for your room. I', sorry Mrs. Smith.
Mrs. Smith : Not at all. That's quite all right. We all make mistakes.
Cashier : How would you like to pay, by credit card or cash?
Mrs. Smith : I would like to pay by credit card.
Cashier : Well, so the amount of your payment is 9000.000 rupiah madam. Would you like to sign here?
Mrs. Smith : OK ( sign the bill). And here is my credit card.
Cashier : OK, thank you.
Here is yours, I hope to see you again next time, madam



List Of Names :
1. Mrs. Smith : Mega Savitri
2. Reservation : Sinta Mayland
3. Reception : Ardi Trianti
4. Bellboy : Widia Mahardiasa
5. TO : Yudiawati
6. Cashier : Punti Mahayanti
7. Manager : Athalia Yuthyka
8. Mrs Grace : Dwi Rusmayani