Reservation and Appointment

Receptionist      : thanks for calling Queen Hotel. Veronica’s speaking.

Guest               : hello, I’m interested in booking a room for April 21^st to 23^rd

Receptionist      : I’m afraid we’re totally booked for that weekend. There’s a convention in town.

Guest               : oh, I didn’t realize. Well, what about the weekend after that?

Receptionist      : do you mean the twenty-eighth?

Guest               : yes. Friday until Sunday.

Receptionist      : it looks like we have a few vacancies left. We recommend that you make a

reservation, though. It’s still considered peak season then.

Guest               : Okay! Can we pay when we arrive?

Receptionist      : yes, but we do require a fifty-dollar credit card deposit to hold the room. You can

cancel up to five days in advance and we will refund your deposit.

Guest               : okay. Do you have any rooms with two double beds? We’re a family of four

Receptionist      : yes, all of our rooms have two double beds. The rate for that weekend is $129 a

night.

Guest               : great, I’ll call you right back. I have to find my husband’s credit card

Receptionist      : okay. Oh, and just to let you know… our outdoor pool will be closed, but our indoor

pool is open

Guest               : oh, that’s okay. Thank you for your help

Receptionist      : you’re welcome and thank you for calling Queen Hotel.

Veronica is a receptionist from ________ Hotel.

• Guest

• Pool

• Lobby

•   Vacancies

• Queen

Receptionist      : thanks for calling Queen Hotel. Veronica’s speaking.

Guest               : hello, I’m interested in booking a room for April 21^st to 23^rd

Receptionist      : I’m afraid we’re totally booked for that weekend. There’s a convention in town.

Guest               : oh, I didn’t realize. Well, what about the weekend after that?

Receptionist      : do you mean the twenty-eighth?

Guest               : yes. Friday until Sunday.

Receptionist      : it looks like we have a few vacancies left. We recommend that you make a

reservation, though. It’s still considered peak season then.

Guest               : Okay! Can we pay when we arrive?

Receptionist      : yes, but we do require a fifty-dollar credit card deposit to hold the room. You can

cancel up to five days in advance and we will refund your deposit.

Guest               : okay. Do you have any rooms with two double beds? We’re a family of four

Receptionist      : yes, all of our rooms have two double beds. The rate for that weekend is $129 a

night.

Guest               : great, I’ll call you right back. I have to find my husband’s credit card

Receptionist      : okay. Oh, and just to let you know… our outdoor pool will be closed, but our indoor

pool is open

Guest               : oh, that’s okay. Thank you for your help

Receptionist      : you’re welcome and thank you for calling Queen Hotel.

The guest was going to stay at the hotel on the ________

  

• April 14-16

• April 21-23

• April 28-30

• May 5-7

• May 8-10

Receptionist      : thanks for calling Queen Hotel. Veronica’s speaking.

Guest               : hello, I’m interested in booking a room for April 21^st to 23^rd

Receptionist      : I’m afraid we’re totally booked for that weekend. There’s a convention in town.

Guest               : oh, I didn’t realize. Well, what about the weekend after that?

Receptionist      : do you mean the twenty-eighth?

Guest               : yes. Friday until Sunday.

Receptionist      : it looks like we have a few vacancies left. We recommend that you make a

reservation, though. It’s still considered peak season then.

Guest               : Okay! Can we pay when we arrive?

Receptionist      : yes, but we do require a fifty-dollar credit card deposit to hold the room. You can

cancel up to five days in advance and we will refund your deposit.

Guest               : okay. Do you have any rooms with two double beds? We’re a family of four

Receptionist      : yes, all of our rooms have two double beds. The rate for that weekend is $129 a

night.

Guest               : great, I’ll call you right back. I have to find my husband’s credit card

Receptionist      : okay. Oh, and just to let you know… our outdoor pool will be closed, but our indoor

pool is open

Guest               : oh, that’s okay. Thank you for your help

Receptionist      : you’re welcome and thank you for calling Queen Hotel.

The rooms can be cancelled before ________ if the guest wants the deposit back

    

• April 20

• April 21

• April 22

• April 23

• April 24

Receptionist      : thanks for calling Queen Hotel. Veronica’s speaking.

Guest               : hello, I’m interested in booking a room for April 21^st to 23^rd

Receptionist      : I’m afraid we’re totally booked for that weekend. There’s a convention in town.

Guest               : oh, I didn’t realize. Well, what about the weekend after that?

Receptionist      : do you mean the twenty-eighth?

Guest               : yes. Friday until Sunday.

Receptionist      : it looks like we have a few vacancies left. We recommend that you make a

reservation, though. It’s still considered peak season then.

Guest               : Okay! Can we pay when we arrive?

Receptionist      : yes, but we do require a fifty-dollar credit card deposit to hold the room. You can

cancel up to five days in advance and we will refund your deposit.

Guest               : okay. Do you have any rooms with two double beds? We’re a family of four

Receptionist      : yes, all of our rooms have two double beds. The rate for that weekend is $129 a

night.

Guest               : great, I’ll call you right back. I have to find my husband’s credit card

Receptionist      : okay. Oh, and just to let you know… our outdoor pool will be closed, but our indoor

pool is open

Guest               : oh, that’s okay. Thank you for your help

Receptionist      : you’re welcome and thank you for calling Queen Hotel.

The deposit is _________.

• $10

• $25

• $50

• $100

• $110

Receptionist      : thanks for calling Queen Hotel. Veronica’s speaking.

Guest               : hello, I’m interested in booking a room for April 21^st to 23^rd

Receptionist      : I’m afraid we’re totally booked for that weekend. There’s a convention in town.

Guest               : oh, I didn’t realize. Well, what about the weekend after that?

Receptionist      : do you mean the twenty-eighth?

Guest               : yes. Friday until Sunday.

Receptionist      : it looks like we have a few vacancies left. We recommend that you make a

reservation, though. It’s still considered peak season then.

Guest               : Okay! Can we pay when we arrive?

Receptionist      : yes, but we do require a fifty-dollar credit card deposit to hold the room. You can

cancel up to five days in advance and we will refund your deposit.

Guest               : okay. Do you have any rooms with two double beds? We’re a family of four

Receptionist      : yes, all of our rooms have two double beds. The rate for that weekend is $129 a

night.

Guest               : great, I’ll call you right back. I have to find my husband’s credit card

Receptionist      : okay. Oh, and just to let you know… our outdoor pool will be closed, but our indoor

pool is open

Guest               : oh, that’s okay. Thank you for your help

Receptionist      : you’re welcome and thank you for calling Queen Hotel.

The credit card the guest is going to use belongs to ________.  

• Her husband

•   The receptionist

• Her father

• Her daughter

• Her sister

Receptionist      : thanks for calling Queen Hotel. Veronica’s speaking.

Guest               : hello, I’m interested in booking a room for April 21^st to 23^rd

Receptionist      : I’m afraid we’re totally booked for that weekend. There’s a convention in town.

Guest               : oh, I didn’t realize. Well, what about the weekend after that?

Receptionist      : do you mean the twenty-eighth?

Guest               : yes. Friday until Sunday.

Receptionist      : it looks like we have a few vacancies left. We recommend that you make a

reservation, though. It’s still considered peak season then.

Guest               : Okay! Can we pay when we arrive?

Receptionist      : yes, but we do require a fifty-dollar credit card deposit to hold the room. You can

cancel up to five days in advance and we will refund your deposit.

Guest               : okay. Do you have any rooms with two double beds? We’re a family of four

Receptionist      : yes, all of our rooms have two double beds. The rate for that weekend is $129 a

night.

Guest               : great, I’ll call you right back. I have to find my husband’s credit card

Receptionist      : okay. Oh, and just to let you know… our outdoor pool will be closed, but our indoor

pool is open

Guest               : oh, that’s okay. Thank you for your help

Receptionist      : you’re welcome and thank you for calling Queen Hotel.

The guest is traveling with ______.

 

• Her daughters

•   The receptionist

• Her family

• The receptionist

• Her sister

Receptionist      : thanks for calling Queen Hotel. Veronica’s speaking.

Guest               : hello, I’m interested in booking a room for April 21^st to 23^rd

Receptionist      : I’m afraid we’re totally booked for that weekend. There’s a convention in town.

Guest               : oh, I didn’t realize. Well, what about the weekend after that?

Receptionist      : do you mean the twenty-eighth?

Guest               : yes. Friday until Sunday.

Receptionist      : it looks like we have a few vacancies left. We recommend that you make a

reservation, though. It’s still considered peak season then.

Guest               : Okay! Can we pay when we arrive?

Receptionist      : yes, but we do require a fifty-dollar credit card deposit to hold the room. You can

cancel up to five days in advance and we will refund your deposit.

Guest               : okay. Do you have any rooms with two double beds? We’re a family of four

Receptionist      : yes, all of our rooms have two double beds. The rate for that weekend is $129 a

night.

Guest               : great, I’ll call you right back. I have to find my husband’s credit card

Receptionist      : okay. Oh, and just to let you know… our outdoor pool will be closed, but our indoor

pool is open

Guest               : oh, that’s okay. Thank you for your help

Receptionist      : you’re welcome and thank you for calling Queen Hotel.

The _______ will be closed during the weekend that the guest will be staying on.

• Pool

•   Outdoor pool

• Indoor pool

•   Hotel

•    Lobby

form of company / department identification when receiving a phone calls is “________”.

• Sally speaking

• Margaret Hotel, this is Lenny speaking

• How are you?

• May I help you?

•   How are you?

When ending a phone call, make sure ________.  

• You end it by yelling

• You introduce yourself

• You end it politely and positively

• You hang up

•   You ask the receptionist’s name

One of the most important points when booking a hotel is to give your ______.

• Id card

• You introduce yourself

• Personal information

• Car keys

•   Bag