Situation 1

A. Good morning, sir. Welcome to victoria H. May I help you.

B. i want to make a reservation for my self
A. what your name ?
B. My name is Nhan
A. We have five types of room:
Standard suite
Superior suite
Deluxe suite
Executive suite
Presidential suite
What kind of room would you prefer
B. can you recommend the facilities of deluxe suite
A. yes sir, that's our job
A Deluxe suite has the same facilities as superior suites
Deluxe suite comes with a very nice bar
It is more expensive than superior suites
A double bed or twin beds
B. Does the price included breakfast
A. Yes. Sir
B. sounds interesting, give me a deluxe suite, A double bed.
A. What is your arrival date and departure date
B. from the day two of November for 5 days (nights) please
A. Could I see your passport
B. Ok, here you are
A. Could you please fill in this registration form
B. Okay,
A. Could you spell your name please
B. …
A. Would you like to stay in a smoking or non-smoking room? Room with city view or river
view
B. i don't smoke, if there is a waterfront landscape it is amazing
A. Would you like a pick-up service or car-rental service? For a pick-up service, It’s 10
dollar for a 4-seat car and 20 dollar for a 15-seat car. For car-rental service, it’s 20 dollar
for four hours and 40 dollar for 8 hours.
B. No, I don’t need
A. mr nhan books a deluxe room with a double bed from the day two of November for 5
days (nights) please Your phone number is……You request Room with city view or river
view
B. that’s right
A. okay, please folow me, I’ll take your up to checkin, is this your baggage
 B. that’s right
A. this is 302, (open door), please come in Mr Nhan,
B. okay thank you
A. have a lonely day
sit 2
Situation 2: making a reservation for a third.
A: Good morning, welcome to the Lotus Hotel. This is Khanh. How can I help you ?
B: Oh hello. I need to book a room for a close friend of mine.
A: What kind of room would you prefer ?
B: Well, I don't know what kind of rooms are available in this hotel, can you tell me ?
A: We have five types of room: Standard suite, superior suite, deluxe suite, executive suite,
presidential suite. What kind do you want ?
B: Can you wait for me for a moment ? I will call to ask my friend.
A: No problem. I’ll wait.
B: She want a Executive Suite please.
A: How many people do your friends go and how many rooms do they want to stay ?
B: I will book two rooms and each room is for two people. Is that ok ?
A: Of course. What is your arrival date and departure date ?
B: They will be staying from October 2 to October 6.
A: Right. I have updated the information. Would you like a double bed or twin beds ma’am ?
B: I'll take the double bed please.
A: Can you wait me for a minute. I will check on the system to see if there is a room available.
B: OK just do it.
A: Yes, we have vacancy. May I have the name of your friend please ?
B: Her name is Julia Rebecca.
A: Could you spell her last name please?
B: This is R-E-B-E-C-C-A.
A: Ok I got it. May I have your name and telephone number please ?
B: My name is____. And my phone number is 03272638911.
A: And I don’t know if you have any special requests ? Such as would you like to stay in a
smoking or non-smoking room ?
B: Oh I forgot to tell you. My friend has a small baby so she wants to stay in a non-smoking
room.
A: Right I understand. And she like a room with city view or river view ?
B: With river view please.
A: Would you like a pick-up service or car-rental service ?
B: Car- rental service is more comfortable because we travel with many people.
A: Ok if you choose car- rental service, it’s 30 dollar for four hours and 60 dollar for 8 hour. We
also have an airport pick-up service. What is your friend flight number and arrival time ?
B: It’s Korean Airlines flight 585. Her flight arrives at 3pm.
A: We will check the time and pick up on time. I don't know how you want to pay. Do you want
to pay for it or let your friend pay ?
B: On the day of check-in, my friend will pay for it.
A: Alright. Can I confirm your information ?
B: Okay
A: You book a Executive Suite for your friend. Her name is Rebecca. Her check in on October 2
and check out on October 6. You request a pickup service for her. His flight number is 585, it is
Korean flight. The flight arrives at 3pm.
B: Everything is right.
A: Is there anything else that we can do for you today?
B: No thanks. I have no more questions.
A: If you have any questions, feel free to contact us. Have a nice day !