LET'S CHECK IT OUT! 💬
Why do you think the guest is upset?
How can the receptionist help the guest?
DIALOGUE PRACTICE! 🎧
Situation:
Hiroshi is helping a guest with a reservation cancellation due to room unavailability.
Emily
Hiroshi
Certainly. Would you spell your last name for me please?
Emily
It's T-A-N-A-K-A.
Hiroshi
Thank you, Ms. Tanaka. I'm afraid that due to an unforeseen situation, your original room is no longer available, and we we need to change you to another room because we did not receive a notification or call about your delay. One of our special guests arrived, and we had no other option but to give your room to the waiting guest. There will be a room available at 8 p.m. if you would like to continue your booking with us.
Emily
Is that the only option you have? Is it possible to just cancel my reservation?
Hiroshi
I apologize for theinconvenience, but unfortunately, that's the last thing we can offer. If you can wait, we can arrange that for you. Otherwise, we can arrange your cancellation right away. There will be no charge for the cancellation.
Emily
I prefer to cancel my reservation. Thank you.
Hiroshi
You're welcome. Is there anything else I can assist you with?
Emily
No, thanks.
Hiroshi
We sincerely apologize once again.
Emily
I understand, thank you for your assistance.
COMPREHENSION QUESTIONS
1. Why was Emily's original room no longer available when she arrived at the hotel?
2. What options did Hiroshi offer Emily regarding her reservation?
3. What did Emily decide to do about her reservation?
LET'S LEARN! 📖
| What you can say: | What you can hear: |
|---|---|
Certainly, ma'am. | May I check in, please? |
Would you spell your last name, please? | My name is Emily Tanaka. |
Thank you, Ms. Tanaka. | It's T-A-N-A-K-A. |
I apologize for the inconvenience, but we can arrange another room for you, or else we can arrange your cancellation free of charge. | Is it possible to cancel my reservation? |
Is there anything else I can assist you with? | I prefer to cancel my reservation. |
We sincerely apologize once again. | Thank you for your assistance. |
LET'S CHAT! 💬
Instruction: Fill in the blanks with the appropriate questions or responses based on the context.
Staff
Good evening. ?
Tourist
May I check in, please?
Staff
Certainly. ?
Tourist
It's S-M-I-T-H.
Staff
. We need to move you to another room that faces the road, so it's a little noisy.
Tourist
Oh no, I don't like that room. Can I cancel my reservation?
Staff
. Let me arrange the cancellation right away.
Tourist
Thank you for your assistance.
ROLE PLAYING! 🎬
Situation:
A guest arrives late and cancels reservation.
Instruction:
Find a partner. One student plays the guest, and the other plays the receptionist. The guest arrives late at the hotel and finds that the reserved room is no longer available. The new room offered is noisy, so they decide to cancel their reservation. Use expressions such as "May I...?", "I'm afraid...", "apologize," and "inconvenience."
| AS A RECEPTIONIST | AS A GUEST |
|---|---|
Welcome the guest and ask how you can help | Greet the receptionist and request to check-in. |
Ask for the guest's name and verify the last name. | Please repeat your last name. |
Inform the guest that the reserved room is unavailable and the alternate room is noisy, then ask if they want to continue the booking or cancel the reservation. | Ask to cancel the reservation and thank the receptionist. |
LET'S KEEP THE CONVERSATION GOING
- What would you do if your reserved room was changed?
- What would you do if a guest was very upset about their room and wanted to speak to a manager?
- Have you ever had to deal with an unhappy customer? How did you handle it?
- What do you think are the most important qualities for a customer service representative to have?
Good evening. May I check in, please?