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UNIT 1: JOBS IN TOURISM AND HOSPITALITY

A: Good morning. My name is John Waterman. I’m coming for the job interview.

B: Good morning. Nice to meet you. I’m Hau who will be your interviewer today.
Please take a seat.

A: Thank you
B: So what job/ position are you applying for?

A: I want to apply for the position of tour guide.

B: Great! And how old are you?

A: Actually, this year I’m almost 23.

B: Oke. What qualification do you have?

A: Actually, I’ve just graduated for 1 year. And I have college degree in tourism.
B: How about work experience? What experience do you have in this field?

A: I took part in vollunteer guide for kids in college.

B: What a surprised! In your point/opinion, what skills do you need to become a
tour guide?
A: As I see it, the most important is communication skills. Because for this job, I
have to meet and contact with many people. Besides, I think presentation skill and
problem solving skill are necessary as well.

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B: Oh, That’s a good point! What about personality?

A: punctual, outgoing and enthusiastic.

B: These are very essential indeed qualities for a tour guide. In addition, languages
are very important. Can you speak any other languages?
A: Yes. I’m skilled at speaking fluently in English. I can communicate and take
presentation for foreigns in English. Besides, I can speak a little Chinese.

B: Oke. That’s enough. Thanks for your answering. We will send your results in
the next few days.
UNIT 2: AREAS AT THE AIRPORT

A: Excuse me, Do you work here?

B: yes, how can I help you?

A: I have a flight to VietNam today. But I’m not sure what do I have to do first and
where to do that.

B: Well, first, you have to check in at the check-in desk. When you arrive at check-
in desk, you have to provide all your information. Besides, you have to answer
check-in clerk’s question about luggage, passport, ticket…
A: yes so what should I do next?

B: Then You must go to the security check and follow security officer’s
instructions. This make sure you don’t bring anything dangerous on the plane.

A: then where do I go?

B: You have to go to the departure lounge and wait to board the plane.

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A: Where can I find my flight and gate number?

B: On your boarding pass, there’s a gate number. Your plane leaves from that
departure gate. Get there before the boarding time.

A: ok. That’s enough. Thank you very much!

B: You are welcome.

UNIT 3: DEPARTURES AND ARRIVALS

A: Good morning. How can I help you?

B: Good morning. I’d like to check-in. Can you help me?

A: Certainly. Can you tell me your name, please?

B: ….
A: well. Where are you coming from?

B: I come from …. (London)

A: Ok. And What is your flight number?

B: My flight number is …
A: Can I see your ticket and passport, please?

B: Sure. Here you are.

A: Thank you. And How many suicases will be checking-in?

B: Just one suicase

A: one suicase ... oke. Did you pack your bag yourself?

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B: Yes, I did.

A: Would you like a window seat or an aisle seat?

B: A windown seat, please.

A: OK … just one moment. This your seat number and the departure gate. You
can go straight through to the departure louge.

Enjoy your flight!

B: Well. Thank you. And What time will be boarding?

A: We begin boarding at 10a.m

B: Ok. Thanks a lot.

A: You’re welcome.
UNIT 4: PROBLEMS AT THE AIRPORT

A: excuse me, I’ve just arrived from Beijiing, but my luggage is missing.

B: Oh. I’m sorry to hear that. Can you give me your baggage claim tags and your
ticket? (May I see your baggage claim tags and your ticket?)

A: Yes, here they are.

B: Hmm… Let’s see. I recommend filling out a lost-and-found form. Would you
describe your suitcases, please?
A: I don’t know how to describe them. They’re just regular suitcases.

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B: What color are they?

A: I have 2 suitcases. One is a big purple rectangular backpack. The other is a

small brown leather handbag.

B: Ok. What is your filght number?

A: My flight number is … VJ178

B: What time did you arrive?

A: I arrived at 7.30

B: ok. Now could I have your name, address, and contact numble here?
A: My name is …, and I’m staying at the Green Hotel. And my contact number is
1268-765
B: How long do you stay here?

A: I’m going to stay about a week.

B: Ok. Enough your information.

A: I’ve got a lot of important thing in my suitcases so when I get the luggage back?
B: It’ll take about a day for us to find out your luggage.

A: Oh, it’s too long. What happens if you cannot find them.
B: Well. Don’t worry. We’ll compensate them.

UNIT 5: HOTEL SERVICE

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B: Good morning, Receptionist Desk. How can I help you?

A: Hello. I’m staying in Room 201. May I have some information about the hotel’s
facilities?

B: Certainly, ma’am. I’m really happy to help you?

A: Good. We are going to hold a conferrence with your clients today. So is there a
business centre in the hotel?
B: Yes. We have a business centre available in that time.

A: Oh, great. So where is it located? Is it far?

B: Don’t worry, ma’am. You just need to take the elevator to the 5 th floor. Then
you will see the conference room and the business centre near it.
A: That sound nice. So can you tell me about the facilities in the business centre?

B: In there, we offer computers and wifi available. Moreover, if you need to photo
documents we have printer, fax machine and a photocopier.

A: Ok. That sound good. Can you tell more about the facilities. what about the
services of the hotel?

B: About the service, we offer multilingual concierge and postal. Besides, we offer
secretarial and transaltion service as well. When anytime you need, it will be ready
for you.
A: So how about fees?

B: Don’t worry. Fees just apply to specialized services.

A: Great. How many hours your hotel open the business centre?

B: We open it for 13 hours both morning and evening from 8am to 9pm.

A: Ok. And how can I access there?

B: You have to request in advance through Front Desk.

A: Ok, that’s enough for me. Thank you for your information.

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B: It’s my pleasure.

UNIT 6: HOTEL RESERVATIONS

A: Good morning, the Pacific Hotel. How may I help you?

B: Hello, my name is Jason Cole. I’d like to change a reservation, please.

A: Certaintly. Do you have the reservation number?

B: Yes. It’s TW856YG.

A: Ok. Can I have your contact number?

B: My contact number is 0990 1536 4762

A: ok. And Could you tell me more about your credit card details?

B: Of course. My credit card is 0055 9224 7873

A: Ok, One moment, please. Your reservation is for single room for 3 nights,
arriving on Monday, April 21st

B: Yes, that’s correct. Would you mind telling me if I can change from 3
nights to 2 nights.

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A: Yes, of course, sir. Do you need any thing else?

B: One more things. I would like to know if I can change from one single
room to one double room because my wife is coming with me.

A: Oke, let me check …. Yes. We still have a double room availble in that
time.

B: Great!
A: Do you have any other requests.

B no, that’s enough. Thank you for your help.

A: my pleasure. Goodbye.

B: Bye.

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