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liSTENING AND PRONUNCIATION
TPI.EPI10:-\E MESS1\CE
TELEPHONE MESSAGE For ............................................ Room number ......................... From ........................................
TELEPIlONE MESSAGE
For ............................................
l·'rom ........................................
Message- - -----, TELEPI lONE MESSAGE ror............................................
I'm afraid the line is busy, would you like to hold? I'll put you through. There's no answer, can I take a message? Just connecting you ... Would you l ike to leave a message? Could you spell that, please? I 'll make sure he gets the message. I'll give her the message as soon as she returns.
Taking messages Study these verbs.
One-word: to leave (a message) to give (a message) Two-word verbs: to Rill someone through to call back to hold on
Complete the dialogues below by writing the correct words in the gaps. Choose these words yourself.
EMPlOYEE CALLER EMPlOYEE CALLER EMPlOYEE CALLER
CALLER EMPLOYEE
CALLER EMPlOYEE
EMPLOYEE CALLER
14.9
14.10
Hello, Plaza Hotel, ....................... I help you? Yes, can you .......... . ........ me ....................... to Rosemary James, it's room 213. I'm afraid the .................. .. . is busy, would you like to .......................? OK, 1'11 ............. ......... The line's still ......................., I'm afraid. In that case I'll ....................... a message. Good morning, can I ...................... room 87, please? I'm afraid there's no ......................., can I ....................... a message?
Can I ................ ..... to Pierre Chatry in suite 2, please? Right, madam, I'll ...................... you .. .......... ......... ... There's ................. ..... answer, would you like to ....................... a message?
Hello, Plaza Hotel, ca n I help you? Yes, can you ...................... me ....................... to Jane Campbell in room 101? Just ....................... yvu . ... i'm sorry, madam, but there's ....................... reply from her room. Can I ....................... a message? Yes, of course. Tell her to ....................... the office as soon as possible. Certainly, I'll ....................... her the message as soon as she returns. Thank you.
PERSONAL JOB FILE
Go to your Job file on page 82. Write down any new words and phrases. Write down what an employee, answeri ng the phone, would say in each of the situations.
14.10 SPEAKING PRACTICE In pairs
Student A: You are the caller. Go to pages 108-9 a nd study Tapescript 14.7. Student 8: You are the employee. Go to pages 108-9 and study Tapescript 14.7.
Practise the conversation. Change roles.
Student A: You a re the caller. Go to page 90 and study the information in Speaking practice 14.10A. Student 8: You are the employee. Go to page 95 and study the information in Speaking practice 14.108.
Roleplay the situation.Change roles.
 FOCUS:DEALING WITH PAYMENT,QUERIES ON THE BILL, AND SAYING GOODBYE
Part A How would you like to pay?
15.1 PRESENTATION
What would you say to a guest who is checking out and paying the bill?
Match A and B to make complete sentences.
A How would Have you used Everything is How will you The service
B the mini-bar today? you like to pay? charge is 10%. included. be paying?
How do guests usually pay at the hotel where you work?
by cheque by credit card by account in cash
15.2 liSTENING AND PRONUNCIATION
 Four guests are checking out of the Ocean Hotel. They are paying their bills. Listen to the conversations between the guests and the hotel employee. Circle the correct answers.
10 is a: bank guarantee card passport Her bill comes to: ˆ223 ˆ230 ˆ232 ˆ320
 Your bill is ready, sir.
How would you like to settle your account? It comes to ˆ390, madam. We'll need some identification. Would you just sign here, please? And here is your receipt.
Present perfect Stud y the three pa rts of the verb 'use': use - used - used. Notice the past participle 'used'. litis is how we form ihe present perrect: i-iave you used ...!
Study what the hotel employee says, and the answer: Question: Have you used the mini-bar today? Answer: Yes, I have. I No, I haven't.
One f u nction of the present perfect is to express a past event that has an importa nt consequence now or around now, for exam ple: Mr Jones has just left the hotel. =So I can't contact him now. Have you got everything? =You mustn't forget an ything. You need to have everything with you now.
Stu dy theverb liston page 111.Write the past participles of these verbs.
leave
f i nish do pay ....................... make get expire put ................_
Put the past participle of the verb into the correct place in each sentence. 1 Have you it yet? do 5 I think you have a m ista ke. 2 Has Mrs Wil son the h otel yet? leave 6 Have you your ti ckets? 3 Have you my luggage on the bus? put 7 Has h e the bill? 4 She hasn't packing yet. finish 8 I think this credit card has.
make get pay expire
Put the words in these questions in the correct order. 1 done H ave everything you 3 checked Has out she yet
-·········--------·············---------------····--·---------------? 2 you identif i cation any Have got any 4 yet he bill paid Has the
···········--·················-----------------..·······..·-------?
Put the words in these answers in the correct order. A out Yes checked just she's C are have Yes you I here
B hasn't No he D haven't No yet I
Now match the q uestions a n d a nswers.
15.4 PERSONAL JOB FILE
Go to your Job file on page 83. Write down any new words and phrases. Write the q uestions in exercise 1 a nd write the answers in exercise 2.
15.5 SPEAKING PRACTICE In pairs
Student A: You are the guest. Go to page 109 and study Tapescript 15.2. Student 8: You are the hotel employee. Go to page 109 and study Tapescript 15.2.
Practise the dialogu es first with books open, then books closed. Change roles.
S tudent A: You are the guest. Go to page 91 and study the informati on in Speak i ng practice 15.5A. S tud ent 8: You are the hotel employee. Go to page 96 and study the information in Speaking practice 15.58.
Roleplaythe conversationbetween the hotelemployee and guest.Cha nge roles.
That's the 10% service charge in lieu of gratuities.
15.6
15.7 D PRESENTATION
Look at this hotel bill. Is it like a bill in the hotel where you work? What's the same? What's different?
The guest who wants to ask about items on the bill may say:
Can you explain this item, please? What's this charge for? The hotel employee may say:
This is the separate dry cleaning charge. Here are the details of the calls you made. I'm sorry, this is our mistake. What questions do guests ask about the bill? What do you reply?
LISTENING AND PRONUNCIATION
Listen a nd circle the numbers you hear.
DATE TIME DESCRIPTION AMOUNT BALANCE
05/09 LOBBYLOUNGE $37.50 $37.50 ROOM CHARGE $230.00 $267.50 17.31 PRESSING $14.00 $281.50 17.31 DRYCLEANING $14.00 $295.50 17.32 LAUNDRY $19.00 $314.50 17.33 SERVICE CHARGE $23.00 $337.50 06/09 ROOMCHARGE $230.00 $567.50 12.16 MINI-BAR $39.00 $606.50 06.41 OVERSEASCALL $12.00 $618.50
2 12 23 29 37 41 54 66 78 99 120 230 370 456 590 682 736 928 4,000 7,500 14,470
GUEST EMPLOYEE A guest is asking the hotel employee questions about the bill. Listen to the conversation and number these sentences in the order you hear them. The first and last have been done.
L Could you explain these items on my bill, please? ...... That's the usual practice, the laundry is charged separately.
EMPLOYEE ___ ls everything UK now, madam:
GUEST EMPLOYEE EMPLOYEE EMPLOYEE
...... Why are there two charges for dry cleaning and laundry? ...... I'll check again. ...... That's the 10% service charge in lieu of gratuities. ...... Yes, our records show you made three calls overseas. GUEST . Oh, I see.And did I really make three phone calls overseas? :
EMPLOYEE
GUEST Certainly, madam, what would you like to know? .But what's this 10% charge?
. .12..Yes,I think so.
Being clear a nd polite Listen to these sentences and repeat them.
What would you like to know? That's the usual practice. That's the 10% service charge in lieu of gratuities.
That's for the car you ordered last week. Is everything OK now, sir?
I hope you enjoyed your stay.
Have a good day, madam, and we hope to see you again.
Queries on the bill; the past tense Study the languagP. whP.n thP. gu pst f"!IIPriPs itPms nn thP hill nwhn th"' h0t"'! "' !0'"'"' explains these items. Look at the way the past tense is used in these sentences.
G uEST Could you explain these items on my bill, please? EMPLOYEE That's for the car you ordered last week.
GuEST I thought I only made two calls. EMPLOYEE Our records show you made three calls.
Study the verb list on page 111. Write the past tense of these verbs. think go phone_
expire_ pay ------------------ order ------------------
make l eave
have
IS
Put the verb(s) given into the correct place in each sentence, using the past tense. 1 GuEST What's this transportation charge for, please? EMPLOYEE 2 GuEST EMPLOYEE 3 GUEST EMPLOYEE 4 GUEST EMPLOYEE 5 EMPLOYEE GUEST That, madam, is for the car you l ast week. I we only two drinks from the mini-bar. I 'l l just check that. I that we London only once. Here are the details of the two calls you. I 'm sure I for the drinks in the lou nge. I'm sorry, madam, you're right, that's our mistake. I think your credit card last month. Oh, I'msorry, in that case I'll pay by cheque. order think I have
think I phone make pay
expire 6 EMPLOYEE GUEST 7 EMPLOYEE ,....--- '-I UL"' I Our records show you breakfast from room service. order Oh, I? do I hope you your stay. enjoy \.1-- a.ll_ _- n...-:»1 u•a••"- yvu.
15.9 PERSONAL JOB FILE
Go to your Job file on page 83. Write down any new words and phrases. Answer the questions from the guest. Decide yourself on the appropriate answers. Write down how you say goodbye to guests leaving the hotel.
15.10 SPEAKING PRACTICE In pairs
Student A: You are the guest. Go to page 110 and study Tapescript 15.7. Student 8: You are the hotel employee. Go to page 110 and study Tapescript 15.7.
Practise the dialogues first with books open, then books closed. Change roles.
Student A: You are the guest. Go to page 91 and study the information in Speaking practice 15.10A. Student 8: You are the employee. Go to page 96 and study the information in Speaking practi ce 15.108.
Role play the conversation between the employee and the guest, who is asking questions about t.he bill. Change roles.
Saying goodbye Look at the last sentence you wrote in 15.8: 'I hope you enjoyed your stay.' In pairs, employee and guest, say goodbye to each other. Which of these expressions would you also use when saying goodbye to a guest?
Thank you for choosing our hotel. Have a good trip. Bon voyage. See you next year.
Date: 2016-01-14; view: 1913
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Four different callers are phoning th e Plaza Hotel. Listen to the four conversations a nd complete the message n otes.
1\Pom numoer ......................... From ........................................ Message
L>Yiessage --------.
lom number ......................... rrom ........................................ lVLessage --------,
14.8 LANGUAGE FOCUS AND PRACTICE
Her bill comes to: ˆ319 ˆ359 ˆ390 ˆ399 traveller's cheque
nothing She leaves a tip: yes no
15.3 LANGUAGE FOCUS AND PRACTICE
Part B
- --
:.
15.8 LANGUAGE FOCUS AND PRACTICE