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UNIT 1: JOBS IN TOURISM AND HOSPITALITY

A: Good morning. My name is Marry. I’m a manager of Viettravel company. It’s nice
to meet you.
B: Good morning, Mrs Marry. It’s honor to meet you.
A: How are you doing?
B: I’m great/ good. Thank you. I’m very glad for this opportunity
A: Ok. Good. We will start the interview now. Are you ready?
B: Certainly
A; Could you tell me a little bit about yourself?
B: My name is John Waterman and I’m 23 years old
A: What job position did you apply for? What position are you applying for?
B: I’d like to work a tour guide
A: Can you tell me about your educational background?
B: I have got a college degree in tourism
A: How about the experience?
B: I used to be a volunteer tour guide for kids while in college. I also have good
knowledge of attractions and experience.
A: Can you tell me about your special skill?
B: I have good communication skills, presentation skills and problem-solving skills.
This skill has helped me tremendously in this field of work
A: What personalities do you have?
B: I’m a very outgoing and enthusiastic person. Moreover, I’m anal-retentive about
punctuality
A: Alright. What language do you speak?
B: I can speak English and Japanese.
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A: That’s good. Well, that’s all I want to know. Thank you for the interview. We will
call you in a few days with our decision. Goodbye
B: Thank you for having me today. I hope to have an opportunity to work with you in
the future.

UNIT 2: AREAS AT THE AIRPORT

B: Good morning, sir

A: Good morning. Do you work here?
B: Yes, sir. How can I help you?
A: I have a flight to London today. But I’m not sure what to do. Can you tell me
more?
B: Ok. Let me show you.
A: Good. What should I do , first?
B: Well, first you have to check-in at the check-in desk.
A: Oh, How can I get there?
B: You’re over at international terminal 3. Walk down the corridor then turn right, you
should find it there.
A: Ok, Tell me what I should do next?
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B: Then you have to go through the security screening before boarding the plane. It’s
the process of checking that a person is not armed, or carrying something dangerous.
A: Does the screening take a long time?
B: It takes about 10 minutes. The airport workers check all of the passengers. They
don’t want to let anything dangerous on the plane.
A: I got it. Where can I find flight and gate number?
B: You can find on your boarding pass, there’s gate number. Your plane leaves from
that departure gate. Get there before the boarding time.
A: Oh, I can see that. Thank you for your answer.
B: No problem. Do you have any questions for me?
A: No, That’s what I want to know.
B: Have a safe flight. Good luck!!!
A: Thanks. Goodbye
Unit 2
Giving direction to different areas at the airport

Student A: You are a traveler at the airport. You have a flight to Toronto but you
don’t know how to find the departure gate to board the plane. Ask the airport officer
for the directions to get there.
Student B: You are an officer at the airport. Give the passenger the direction from
the entrance to the departure gate.

A: Excuse me, could you tell me the way to the departure gate?
B: Yes, from the entrance, go straight and go past the waiting lounge A, you’ll see the
security control area on the left. After you do the security screening, go through the
security door, go past the departure lounge B and go straight to the departure gate.
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UNIT 3: DEPARTURES AND ARRIVALS

1. Check-in conversation ( activity 3)

A: Good morning!
B: Good morning! I want to check-in on your flight
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A: What is your name?
B: My name is Jony
A: Where are you flying?
B: London
A: What is your flight number?/ Could you tell me your flight number?
B: It’s VN 730
A: okay. Can I have your ticket and passport?/ Could you show me your ticket and
passport?
B: Here you are
A: Thank you. Would you like a window or an aisle seat?
B: Window seat, please
A: Okay. Your seat number is 18A. How many suitcases will you be checking in?
B: 2 suitcases
A: What about hand luggage?
B: Just this ọne. Where is my departure gate?
A: Your departure gate is 21
B: What time will be boarding?
A: We begin boarding at 12:15 pm. This is your boarding card. You can go straight
through to the departure lounge. Enjoy your flight!
B: Thank you. Goodbye
A: Good bye.

2. Security check conversation (activity 4) lesson 1

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3. Immigration conversation ( lesson 2 – activity 2)

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Sample conversation:
A: Airport officer B: Passengers
A: Good morning. Welcome to the Bamboo Airways. How can I help you?
B: Good morning. I want to check in on the flight.
A: Certainly, sir. Can I ask you some questions about yourself?
B: Ok.
A: What’s your name?
B: My name is Mai
A: And, what’s your surname?
B: My surname is Hong.
A: Alright. That’s correct. So, where are you going to, Mr.s Mai?
B: I’m going to Paris.
A: Paris, right. What’s your flight number?
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B: My flight number is VN 520
A: Is anybody else traveling with you?
B: No, it’s just me.
A: Ok. Can I see your ticket and passport, please?
B: Sure, here is mine.
A: Ok, I see. Would you like a window seat or an aisle seat?
B: A window seat, please.
A: Ok. Your seat number is 20A. How many bags are you checking in, today?
B: 2 checked luggage and 1 hand luggage.
A: Put your luggage on the scale, please.
B: Sure
A: Ok, everything appears to be in order.
B: How about the departure gate?
A: The departure gate is 25
B: Alright. What is boarding time?
A: The boarding time is at 11:30 a.m eleven
B: Ok
A: Ok. Just one moment. Here is your boarding pass and passport. Your flight
departs from gate 25 and your seat is 20A. Kindly pass through the security check
over there. Enjoy your flight.
B: Thank you very much. Have a nice day.
A: No problem.
UNIT 4:PROBLEMS AT THE AIRPORT

1. At the baggage office (lession 1 – activity 4)

B: Good morning! How can I help you?

A: Good morning! I’ve just arrived there. I’ve been waiting for my luggage for
almost half an hour. Where it is?
B: I’m terribly sorry to hear that. Can I have your passport and ticket, please?
A: Ok, here you are.
B: First of all, May I have your name?
A: My name is …..,
B: Can you tell me about your flight number?
A: My flight number is VJ178.
B: Where do you come from?
A: I come from Beijing.
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B: Alright. I recommend filling out a lost and found form. Would you describe your
suitcase?
A: It is a regular suitcase. It has a handle and 4 wheels.
B: What color is it?
A: It’s black and blue
B: Any things special on it that make it stand out?
A: Yes. It has a small scratch in the front and near a brand name Villa.
B: Ok. Now could I have your address and contact number?
A: I’m staying at Five Star Hotel and my number is 0953454231
B: Don’t worry! Your luggage is probably not lost. It’s probably in transit and just
delayed. Once your luggage arrives, our agent will contact you and deliver it to your
hotel.
B: What’s if you can’t find my luggage?/ What solution if you can’t find my
luggage?
A: In that case, we can't find your luggage, we will replace it/ we will offer you a new
suitcase!
B: Okay. I’m looking forward to hearing from you!
A: Thank you, sir/ma’am

2. The flight delay

Student A: You are a traveler going on flight VN765 to New York. Ask the gate attendant
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to find out:
- Why the flight is delayed
- How to know the time to board
Student B: You work for Vietnam Airline. Answer the passenger’s questions about a flight
delay

A: Excuse me, when does the flight VN 765 leave? It’s going to New York
B: I’m very sorry. it has been delayed until further notice.
A: Flight VN 765 has been delayed? I don’t believe it.
B: That’s correct ma’am. /I made an announcement 20 minutes ago.
A: Oh gosh. Why has it been delayed?
B: There are several mechanical problems with the airplane.
A: Oh my. What kind of mechanical problems?
B: The landing gear is slightly damaged. Also, there’s some minor engine trouble
A: How long will it be delayed?
B: A few hours. In the meantime, you can wait in the airport terminal.
A: OK. How can I know it’s time to board.
B: You can check the flight board, or we’ll make an announcement. /əˈnaʊnsmənt/
A: I got it. Thank you.

UNIT 5: HOTEL SERVICES

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1.

Situation 1:

A: Good morning! Crown Plaza B: Good morning! I’m Jony. I’m

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Hotel. How can I help you?
A: Certainly, sir. My hotel is a
good choice for business.
A: Yes. We have a business
centre on the 5th floor.
A: Yes of course. We provide Wi-
fi public areas
A: We have a conference room
with the best facilities for you.
You can also use the concierge
service until midnight.
A: Oh. I’m so sorry. We don’t
have swimming pool. But don’t
worry! We have a fitness centre
with sauna for you.
A: Yes, our hotel offers 200 air-
conditioned rooms
A: We serve 24-hour room
service, sir!
A: No, we don’t. But we offer a
roof terrace bar. We serve many
kinds of special beverages. Also,
You can enjoy the panoramic
view of the beautiful city in the
evening.
A: It’s my pleasure, sir. Have a
nice day!
Situation 2:
B: Good morning! Sunset Beach
Hotel. How may I help you?
B: Certainly, sir!
B: Yes of course. We provide 140
air-conditioned rooms.
B: Yes, madam. We have a 15
metre-swimming pool for you
B: Yes. We offer 2 restaurants.
going to New York for business. I
need accommodation. Could you
tell me some information about
your hotel?
B: Good. Does the hotel offer
business centre?
B: Does the hotel provide Internet
access?
B: Okay. Is there a meeting room
in the hotel? I and my clients are
going to hold a conference there.
B: That’s great! I need to work out.
I want to know if the hotel has a
fitness centre and swimming pool?
B: Ok. Is there air conditioning in
each room?
B: What about room service?
B: Hmmm. Do you have a beach
bar?
B: It sounds so interesting. Your
hotel seems to be suitable for me.
Thank you!
Okay. The same to you. Goodbye!
A: Hello. I’m Lisa. I’m going to
Paris for a business trip. I’m
looking for a hotel to stay in.
Could you tell me about your hotel
facilities?
A: Does the hotel offer air
conditioning?
A: Well. Do you have a swimming
pool?
A: Is there a restaurant in the
hotel?
A: Okay. Do you provide a
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One serves international cuisine
and one serves Italian food.
B: No, we don’t.
B: We have Wifi in lounges and
reception area.
B: I’m so sorry but we don’t
B: Yes. We have a delightful
garden and beach bar. You can
enjoy special beverages and
beach view.
B: You can experience water
sports on the hotel lake.
B: It’s my pleasure, madam. I look goodbye
forward to hearing from you!
2. Fitness centre
A: Good morning! Reception
desk! How may I help you?
A: Certainly, sir! I am really
business centre?
A: What about Internet access?
A: Hmmm. Do you provide
concierge service?
A: Okay. Does the hotel have
gardens and terrace bar?
A: That’s great! What about sports
facilities? I often play sports with
my colleagues
A: Okay. Maybe I will contact you
later after I have my decision.
Thank you!
B: good morning! I’m Jony, I’m
staying in room 552. May I have
some information about the
hotel’s facilities?
B: Good.Is there a fitness centre
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happy to help you.
A: Yes, sir. We try to
accommodate all needs of your
patrons, including fitness.
A: It’s on the top floor, near the
swimming pool. You can take
the elevator to there.
A: Our fitness centre is very well
– equipped. There are free
weights, strength-training
equipment and a yoga studio.
A: We have trainers and yoga
instructor at your service. In
addition, we also provide you /
offer with fruit and mineral water.
A: No, sir. The fitness centre’s
free to our guests
A: You’ll be happy to know that
it’s opened twenty four seven.
So you can get there every time
you want.
A: It’s not necessary sir. Just
remember to bring your room
key so you can get in.
A: It’s my pleasure, sir. Enjoy
your stay!
3. Business centre
in the hotel? I need to work out
this afternoon./ I often do lifting
and go running.
B: Good, but.. I don’t know
where is the fitness centre
located?
B: Okay. And What facilities
does it offer/ have?
B: That’s great. What services
does the fitness centre serve?/
What about the services?
B: What about fees?/ Is there an
additional change for using the
fitness centre?
B: Well. What about the opening
hours? / What are the fitness
centre’s opening hours?
B: Great. How can I access the
fitness centre?/
And how can I use it? Do I have
to booh in advance?
B: Okay. That’s very helful.
Thank you very much
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B: Good morning, Welcome to Seaside hotel, Huyen speaking. How can I help
you?
A: Good morning. I’m looking for a hotel for my next business trip. Can I have some
information about your hotel facilities services?
B: Certainly, sir. My hotel is a good choice for business. I’m really happy to help you.
What would you like to know?
A: Good. Is there a business centre in the hotel?
B: Yes, sir. We try to accommodate /əˈkɑːmədeɪt/ all needs of your patrons /ˈpeɪtrən/,
including the business centre.
A: Very nice. Where is the business centre located?
B: It’s on the 5th floor, you can take the elevator there. It’s near the conference room.
A: And, what facilities does it have?
B: Our business centre is very well–equipped. There are computers, wifi, printer, fax
machine and photocopier.
A: That sounds nice. I really like it. What about the services?
B: The business centre provides some services such as multilingual /ˌmʌltiˈlɪŋɡwəl/
concierge, postal /ˈpəʊstl/, secretarial /ˌsekrəˈteriəl/ and translation service at your
service.
A: Okay. Is there a meeting room in the hotel? I and my clients are going to hold a
conference there.
B: We have a conference room with the best facilities for you. You can also use the
concierge service until midnight.
A: Is there an additional charge for using the business centre?
B: Sometimes, sir. But the business centre is applied to specialized /ˈspeʃəlaɪzd/
services
A: Great. What are the business centre’s opening hours?
B: You’ll be happy to know that. It’s open from 8 am to 9 pm.
A: And how can I use it? Do I have to book in advance?
B: Certainly, sir. Just remember to request in advance through the front desk so you
can get in.
A: That’s very helpful. Thank you very much
B: My pleasure, Have a nice day, sir.
UNIT 6: HOTEL RESERVATIONS
1.
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A: Good morning! Pacific Hotel,
How May I help you?
A: What type of room would you
like, sir?
A: Okay, let me check if have
room available!
Oh, fortunately, we have rooms
for you
B: Good morning. I’m Jonas
Martins. I’m going to Newyork
for a business. I need 3 rooms
for me and my colleagues,
please!
B: I would like 2 single rooms
and one double room.
B: That’s good.
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A: How many nights are you B: I’m arriving on Wednesday,
booking for?/ How long are you June 14th and leaving on Friday,
staying there? June 16th.
A: Okay. Could you tell me your B: Sure! It’s 0885 928 3847
contact number?
A: Your reservation is all set B: My card number is 1088 4856
except for your credit card 2395 and the expiry date is
details, sir! 10/2020
A: Ok. Thanks for calling. I look B: Thank you. Goodbye!
forward to welcoming you to the
hotel.
B: Pacific hotel, how may I help you?
A: Yes, I want to reserve a room.
B: May I have your name, sir?
A: ………
B: When will you arrive?
A: ………..
B: How long will you be staying here?
A: ……….
B: How many rooms do you like to book?
A: ………..
B: May I have your contact number and credit card details, please?
A: My phone number is …………………… My credit card number is ……. The expiry date
is …………
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A: Good morning! George Hotel,
How May I help you?
A: What type of room would you
like, sir?
A: Okay, let me check if have
room available!
Oh, fortunately, we have rooms
for you
B: Good morning. I’m Jenna
Hemery. I’m going to Scotland
with my friends for a sightseeing
holiday. I would like to reserve 3
rooms for my group, please!
B: 2 twin rooms and one family
room.
B: That’s good.
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A: How many nights are you
booking for?/ How long are you
staying there?
A: Okay. Could you tell me your
contact number?
A: Your reservation is all set
except for your credit card
details, sir!
A: Ok. Thanks for calling. I look
forward to welcoming you to the
hotel.
Changing reservations
B: Good morning! Atlantic Hotel.
How can I help you?
B: Okay. Do you have the
reservation number?
B: One moment, please! Your
reservation is for 2 single rooms
for 2 nights, arriving on
Thursday, September 11th. Is
that right?
B: Okay! I have changed for
you. Is there anything you want
to change?
B: That’s Okay. Do you need
anything else?
B: It’s my pleasure, sir! I look
forward to welcoming you to the
B: four nights. from Tuesday,
July 1st to Saturday, July 5th
B: Sure! It’s 0985 355 1488
B: My card number is 0022 9898
5454 and the expiry date is
12/2018
B: Thank you. Goodbye!
A: Hello! My name is Miranda
Jackson. I’m calling you to
change my reservation, please!
A: Yes. It’s SA234UE
A: Yes. That’s correct. But now I
only need one single room
because my colleague can not
go with me.
A: Yes. I would like to change
the arrival date to Wednesday
10th September, please!
No. That’s all. Thank you
Bye
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hotel. Goodbye!

B: Good morning! Thank you for calling the Pacific Hotel. My name is…How can I
help you?
A: Good morning! My name is Jason Cole. I made a reservation at your hotel
yesterday and I want to change it. How do I change it?
B: Okay. I got it. I will check on the system now. Do you have the reservation
number?
A: Yes. It’s TW856YG
B: One moment, please! Your reservation is for 1 single room for 3 nights, arriving on
Monday, April 21st. Is that correct?
A: Yes. That’s correct. But now I want to stay for only 2 nights
B: Okay! I have changed for you. Will there be any change in your room type?
A: Yes. I’d forget to tell you that if possible. I’d like to change the single room to a
double room. Because my wife is coming with me.
B: Okay. Your room type has been changed. A double room for 2 nights, right?
A: That’s right
B: Is there anything else? I can help you with, Mr Jason?
A: No, that’s at all. Thanks
B: It’s my pleasure, sir! I look forward to welcoming you to the hotel.
A Goodbye!
B: Bye
Cancelling
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A: Metro Hotel receptionist. B: Good morning! I’m Robert

How May I help you? Jackson. I’m calling you to
cancel my reservation, please!
A: Certainly, sir! Do you have B: Yes. It’s MF264FK
reservation number?
A: Just one moment. Your B: Yes. That’s correct!
reservation is for 2 twin rooms
for 3 nights, arriving on
February 12th. Is that right?
A: Okay. I’ve cancelled your B: That’s good. Will be there
reservation for you. any charge?
A: No, sir! Since you’ve B: Good. Could you send me a
cancelled within 48 hours confirmation email, please?
cancellation deadline, there’s
no cancellation charge.
/ Hotel metro has a 72-hour
cancellation policy. A one-night
deposit is required at time of
booking. Cancellations within
72 hours of arrival result in full
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forfeiture of deposit.
A: Yes of course B: Thank you
A: It’s my pleasure, sir! B: Bye!
Goodbye
UNIT 7: SPECIAL FUNCTIONS
1.

Lesson 2: Activity 2 Arranging a banquet

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Suggested answer 1:
A: White Sand Hotel, how may I help you?
B: Yes. I’m going to arrange a banquet for the 10th foundation anniversary of our
company. I’m thinking about having a banquet at your hotel. What types of venues
do you offer?
A: Certainly, sir/madam. We offer a number of venues that are ideal for hosting
special events like wedding and anniversary parties. How many guests are you
expecting?
B: About 70.
A: We have adjoining garden, which can seat 80 guests and that are perfect for
small parties.
B: Sounds good. How about the menu?
A: We offer you the options of using our catering service at the discounted fee.
You can choose between a cash bar or open bar for your event. If you’re
providing your wine, we’ll charge 10% cork fee per bottle.
B: OK. If we have the banquet in the garden, what if it rains on that day?
A: Don’t worry. We have some contingency plans to make sure that your party
does not get interrupted. In case it rains, maybe we’ll move you inside.
B: Great. Can I meet your banquet manager to discuss in details?
A: Certainly. I’ll make an appointment for you.

Suggested answer 2:
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A: White Sand Hotel, how may I help you?
B: Yes. I’m going to arrange a banquet for the 10th foundation anniversary of our
company. I’m thinking about having a banquet at your hotel. What types of
venues do you offer?
A: Certainly, sir/madam. We offer a number of venues that are ideal for hosting
special events like wedding and anniversary parties. How many guests are you
expecting?
B: About 300.
A: We have Platinum Ballroom, which can seat up to 500 guests and that are
suitable for your banquet.
B: Sounds good. How about the menu?
A: We offer you the options of using our catering service at the discounted fee.
You can choose between a cash bar or open bar for your event. If you’re
providing your wine, we’ll charge 10% cork fee per bottle.
B: OK. Do you have residential package for our guests?
A: Yes, we will reserve a block of rooms for your guests. Our booking agent will
help you with the group sales.
B: Great. Can I meet your banquet manager to discuss in details?
A: Certainly. I’ll make an appointment for you.

Lesson 2: planning a special event ( activity 1)

B: Cosmos grand hotel. May I help you?
A: Yes, my parents are celebrating their 30th wedding anniversary month. I’m thinking
about having a party in your hotel ballroom. I need some information about your
banquet service.
B: Certainly, Miss. How many guests are you expecting?
A: About 120
B: Our Crystal room seats up to 500 guests. It can be divided into smaller banquet
rooms to fit your needs. The lines and glassware for all banquet tables are superior
A: How about the menu?
B: We have several menus for you to choose from, ranging from Chinese to western
cuisine. A customized menu is also available.
A: That’s great. Do you provide cakes?
B: Yes, miss. We can prepare a cake for you. Would you like to come into discuss
this further? Our banquet manager can meet with you in person to discuss details of
the banquet such as the menu, ballroom, decorations, music, and event entertainment
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A: Sure. Can I meet your banquet manager tomorrow afternoon at 2?
B: Certainly, miss. I’ve made the appointment for you.
A: Thank you. Goodbye.
Lesson 2: Activity 3 Planning a training seminar.

G: I’m calling to discuss more information about my booking for

………………………….
R: Yes, sure. How many guests are you expecting?
G: ……………………….
R: We offer …………………………………………………… that seats 300 people
G: Does it provide …………………………. equipment?
R: Yes, ……………….
G: And I want ten breakout rooms that seat ………………………………..
R: We do have …………………………………………….
G: How about the equipment? Do the breakout rooms have ……………….?
R: Lovely. Do you provide refreshments …………………………………….?
G: Yes. The refreshments for breaks and lunch buffet …………………………
R: OK. What are the rates for delegates?
G: The day rate is ……………… and the 24-hour residential rate is …………
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UNIT 8: PROBLEMS AT THE HOTEL
Lession 1: dealing with hotel room problems
B: Front Desk. How may I help you?
A: Hello. This is … in Room..,. There’s a problem with my room.
B: I’m very sorry to hear that. What’s the problem, sir?
A: There is no hot water in the bathroom, so I can’t have a warm shower
B: I apologize for the inconvenience. I’ll send someone up/ maintenance to fix up
right away
A: Thank you verry much
Lesson 2: dealing with food and drink problems
Activity 2:
1, Conversation 1 At the bar
A: Excuse me, waiter
B: Yes, sir
A: There’s a problem with my drink
B: What’s wrong/ What’s the problem?
A: I asked for still water, not sparkling
B: I do apologize, sir. I’ll change it for you right away
A: Thank you. Please be quick. I’m in a hurry
B: I’ll bring it right away.
A: Thank you.
B: Here’s your water,sir. I’m sorry to have delayed you
A: Thanks, that was quick
B: I apologize again and hope you have a nice day
2, Coversation 2 At the restaurant
A: Excuse me, waiter
B: Yes, ma’am. What can I do for you?
A: It’s about our food
B: Is there a problem?
A: I asked for my steak to be prepared medium-well and it’s very underdone.
B: I’m so sorry ma’am
A: And my son has the opposite problem. His chicken is overcooked. In fact,it’s
actually burned on 1 side
B: I’m so sorry ma’am. I’ll take the dish back to the kitchen right away.There might be
a slight wait while we prepare fresh plates.
A: How long do you think that will be? We have theater tickets.
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B: Maybe 15 minutes, but I’ll make sure your food is a priority
A: Thank you
B: I really am so sorry for the inconvenience. Perhaps while you’re waiting, you could
look at the dessert menu. Any dessert you order will be on the house.
A: Ok. That sounds good. We don’t have much time though
B: I’ll bring the dessert the second you finish your main dish.
A: I’d appreciate that
B: No problem, ma’am.

A: Excuse me, waiter

B: Yes, ma’am. What can I do for you?
A: I’ve been waiting for an hour
B: I’m so sorry, ma’am. There is a problem in the kitchen. I will try to hurry things up.
A: Ok. Hurry up.

 B: Here’s your dish. Enjoy your meal / Get your laughing gear round this!

A: There’s a problem with my food

B: Is there a problem, ma’am?

A: Oh, I asked for fried chicken, not roast chicken.

B: I’m terribley sorry ma’am. I’ll take the dish back to the kitchen right away.There
might be a slight wait while we prepare fresh plates.
A: How long do you think that will be? I have the concert at 8 p.m
B: Maybe 15 minutes, but I’ll make sure your food is a priority
A: Very nice.Thank you
B: I really am so sorry for the inconvenience. Perhaps while you’re waiting, you could
look at the dessert menu. Any dessert you order will be on the house.
A: Ok. That sounds good. Do you have a cupcake?
B: Yes, ma’am . How many cupcake do you want to eat?
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A: Give me 2 cupcake
B: Ok. I’ll bring the dessert the second you finish your main dish.
A: I’d appreciate that
B: No problem, ma’am.