Task 15. Taking a reservation by telephone

a. Look at the screen from a hotel computer reservation system.

In which order do you think the receptionist will ask for the information? Listen to a phone call and see if you were right.

b. Listen again and fill in the missing information.

c. Work in pairs. Student A, you are the receptionist at the Hadrian Hotel. Answer the phone and follow the telephone booking sequence. Take notes of the booking details.

For Student B information look at page 76.

a. State name of hotel. State own name. Greet client.

b. Determine client's room needs - dates, number of guest(s), number of rooms, room type(s)

c. Double check dates and needs

d. Check availability

e. Take client's name

f. Request confirmation (fax, email, or credit card)

g. Double check details of the confirmation option taken

h. Give client reservation number and request its use for booking changes

i. Close conversation

d. Change the roles and practice the conversation again

(taken from Robin Walker and Keith Harding Oxford English for Careers. Tourism 1. Student ‘s book, p. 66)

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