Quotation of the day before starting the lesson

"Those who win are not just those with the most power or money,
but rather those who are willing to work the hardest and care the
most. When faced with likely failure, the only ones left are those
who care too much to give up

TELEPHONE OPERATOR
MATERIAL
I PUTU YOGA SUSMITHA, SE., M.SI
All the material on this modul had
been cited from Internet resources

 Check In
Example Conversation tasks / question can be substituted with further examples
added beyond.
Front Desk: Welcome to theWyatt Hotel. How may I help you?
Traveler: Id like a room please?
Front Desk: Would you like a single or a double?
Traveler: Id like a double, please?
Front Desk: May I have your name, please?
Traveler: Timothy Findley.
Front Desk: Could you spell that please?
Traveler: F-I-N-D-L-E-Y.
Front Desk: How many are in your party?
Traveler: Just two.
Front Desk: How many nights would you like to stay?
Traveler: Just tonight.
Front Desk: How will you be paying?
Traveler: Is Visa OK?
Front Desk: Thatll be fine. Would you like a wake-up call?
Traveler: Yes, Id like a wake-up call for 6:30. Do you have a pool?
Front desk: Yes, we do. On the 2ndfloor. Heres your key. Thats room 405 on the fourth floor.

Example 2:
A: Hi, my name is Suzuki and I have a reservation for tonight.
B: Let me check. OK, yes. A twin room for one night.
A: Thats right.
B: You are in room 408. How would you like to pay for the room?
A: Do you take American Express Travelers Checks?
B: Certainly, are they in American funds?
A: No, in Canadian. Is that OK?
B: Yes, no problem. With the exchange, that comes to 83.76 dollars Canadian.
A: Do I pay now or when I check out.
B: In advance, please.
A: Here you go.
B: The elevator is just around the corner. Do you need any help with your bags?
A: No thanks. I can manage myself.
B: Is there anything else we can do to help you enjoy your stay?
A: Can you give me a wake-up call at 7:00?
B: We dont do that from here. You can use the clock radio in the room, or you can program the
telephone in your room to ring at 7:00.
A: Oh, yes. I have a meeting downtown tomorrow. Does this hotel have a shuttle bus?
B: No, Im afraid we dont, but we will be happy to call a taxi for you if you provide us with the details.
A: No, that wont be necessary. I can call from my room.
B: There are no charges for local calls.

More Examples for: Front Desk Receptionist

What name is the reservation under?
How long will you be staying?
Are you planning on checking out tomorrow?
Im afraid you cant check in until after 4:00 pm.
What type of vehicle are you driving?
Do you know the license plate number of your vehicle?
Complimentary breakfast is served in the lobby between
8 and 10 am.
Ill give you two room keys.
The dining room is on the main floor at the end of the
hall.
The weight room and sauna are on the top floor.
Just call the front desk if you need any extra towels or
pillows.

More Examples for the guest

We have a reservation under Jill McMann.
Do you have any vacancies?
Is the hotel booked, or can we get a room for tonight?
How do we get to our room from here?
Is it okay to park out front?
What time is the pool open until?
What time is breakfast served at?
Is it too early to check in?
Can we get a wake-up call?
When is check out time?

Check Out
Example Conversation tasks / question can be substituted with further examples
added beyond.
Receptionist:Hi there. Are you checking out now?
Guest:Yes, sorry. I know were a few minutes late.
Receptionist:Thats no problem. Its always really busy at check out time anyway.
Guest:Oh, really. The last hotel we stayed in charged us for a late check out.
Receptionist:The hotel isnt booked this week, so its not a problem. How was everything?
Guest:The room was great. The beds were really comfortable, and we werent expecting
our own fridge.
Receptionist:Im glad you liked it.
Guest:The kids were disappointed that the pool wasnt open this morning, though.
Receptionist:I apologize for that. We cant get a cleaner in any earlier than 10 am.
Guest:Well we had a nice swim last night anyhow.
Receptionist:Will you be putting this on your credit card?
Guest:No. Ill pay cash.
Receptionist:OK. So the total comes to $123.67, including tax.
Guest:I thought it was $115 even. Thats what they said yesterday when we checked in.
Receptionist:Yes, but there is an extra room charge on your bill.
Guest:Oh, I forgot. My husband ordered a plate of nachos. Sorry.
Receptionist:No problem. Sofrom $140, heres your change. Now, Ill just need to ask
you for your room keys.

IMPORTANT WORD CHECK

OUT
More Examples for the Front
Desk Receptionist
Are you ready to check out?
What room were you in?
How was your stay?
Was everything satisfactory?
Will you be putting this on your
card?
And how will you be paying for this?
Would you like to speak to the hotel
manager on duty?
Ill just need your room keys,
please.
Enjoy the rest of your holiday.
Have a safe trip home.

More Examples for the guest

Were checking out of room 401.
Sorry were a bit late checkingout.
Im afraid we overslept/slept in.
We really enjoyed our stay.
We have a few complaints.
Well be back next time were in
town.

EXERCISE

TELEPHONE OPERATOR
Conversation
Telephone in hotels
Situation 1
Operator : Good morning
Rainbow hotel. May I help you?
Caller : Good morning. Can I
speak to Mr. Tommy Lee Jones,
Please?
Operator : Im sorry. What was
the name, please?
Caller : Mr. Tommy Lee Jones.
Operator : Rightthats room
707Just hold the line,
please.
Its ringing for you now.

Situation 2
Operator : Good evening. Rainbow
Hotel. Can I help you?
Caller : Yes, could you put me
through to Mr.Jengin Room 113,
please?
Operator : Hold the line,
please..Still trying to connect you.
Operator : Its ringing for you now.
Operator : Im sorry. Im not getting
any reply. Can I take a message?
Caller : Yes, Could you tell him that
Miss Bennet called.
He has got my number. But I will call
again in an hour.
Operator : Thank you Miss Bennet. I
will give Mr. Jengin a message.

TELEPHONE OPERATOR
Situation 3
Operator : Good morning. Rainbow Hotel. May I help you?
Caller : Hello. Could I speak to Miss Sarah, Room 202?
Operator : Hold the line, please.
Operator : Im sorry, but the line is engaged. Would you
like to hold on?
Caller : No, I dont think so. Perhaps you could tell her to
call me.
Im her sister and Im at 541-5507.
Operator : 5-4-1-5-5-0-7. Ill give her the message as soon
as possible.

TELEPHONE OPERATOR
Activity 1:What would you say when
1. You answer the phone come in.
2. You dont hear the voice properly.
3. You have called the guests room but no answer.
4. You try to call the guest room but he is using the phone.
5. A caller wants to reserve a room. The operator tells the caller.
6. The guest wants to make a long distance call. The operator
asks.
7. The guest wants morning call. The operator asks.
8. The operator asks the caller to wait.
9. The operator asks whether the caller wants to leave a message.
10. The operator asks whether the caller wants to wait when the
telephone line is engaged.

Language Focus
TELEPHONE OPERATOR
1. When you have difficulty to understand.
- I beg your pardon.
4. Ask whether the caller wants
- Im sorry I didnt catch your words. I cant hear
to leave messages.
you.
- Can I take the message?
- Im sorry. Would you please repeat that?
- Would you like to leave the
- Im terribly sorry but I cant hear you. Please try
message?
again.
- Would you like to call back later?
2. When you ask the caller to wait.
- Would you like him/her to call you
- One moment, please.
back?
- Just one moment, please.
- May I have your name and your
- Would you mind waiting a moment?
phone number?
- One moment, please. Im putting you through.
5. Telephone message.
- The phone is ringing for you.
For Example: Message from caller:
- I am trying to connect the line.
- John leaving a message for Mary:
- May I put you on the hold?
Could you tell her Ill be waiting in
- Would you like to wait?
front of Silom complex at 7.00 p.m.
3. Returning to caller who you ask to wait.
Message written down:
- Im very sorry to keep you waiting but There is - John will be waiting for you in front
no answer.
of Silom Complex at 7.00 p.m.
I think nobody in the room.
The line is still engaged.
He/she is on another line.
He is not in.

TELEPHONE OPERATOR

Activity 2: Practice to writing message from the telephone conversation

1. Silom smile leaving message for Richard Gere: Please tell him his reservations
is confirmed.

2. Dada travel leaving message for Antony Hobgins.

Just tell him the driver will pick him up at 6.30 tomorrow morning.
..
3. Maria Clien leaving a message for Mariah Carey: Tell her Ill contact her again
when she come back from Milan.

4. Hansons Manager leaving message for Jaya Bees: Could you tell her she won
a concert ticket of Hanson and please call back at 2822072 as soon as possible.
.
5. The American Embassy leaving message for Ronny May: He should bring three
passports photos to us by Monday in order to get his new passport issued,

TELEPHONE OPEATOR FORM FOR

LEFT MESSAGE

Message Note
Message for: Room No:
Date: Time: .
From: .. Tel. No..
Please call at the number above will call back at (time)
.
Message.
...
Taken by time.

TASK FOR STUDENT TO FILL TELEPHONE FORM

Conversation
Operator : Sawasdee Ka, San Sabai Resort. May I help you?
Caller : Yes, Id like to speak to Mr. Samuel.
Operator : Is he a guest at the hotel?
Caller : Im not sure. Could you check, please? His last name is Magill.
Operator : And could you spell that, please?
Caller : M-A-G-I- double L
Operator : M-A-G-I- double L Certainly, madam. Ill check the record.
One moment, please.
Im sorry. Mr. Samuel has a reservation for today but he has not arrived yet. Would you
like to leave a message?
Caller : Yes.
Operator : May I have your name, please?
Caller : My name is Pate. P-A-T-E
Operator : And your message is..
Caller : Please tell him that Ill meet him at the coffee shop at 8 p.m.
Operator : Yes, Ms. Pate will meet Mr. Magill at the coffee shop at 8 p.m.
Caller : Thats correct.
Operator : Ill make sure that Mr. Magill gets your message as soon as he
arrives. Is there anything else I can do for you, madam?
Caller : No, thank you very much.
Operator : Youre welcome. Good bye, madam.

The answer
Then operator records the message into the
voice-recording machine in Mr. Magills
room.
Good afternoon, Mr. Magill. Ms. Pate has
left a message for you. She said she will
meet you at the coffee shop at 8 p.m.
tonight. Thank you for staying with us