5. Conversation a

Wilbur Meeks has just arrived at the Studios Inn Hotel, in Hollywood. It's 12 noon.

Front Desk Clerk: Your room will be ready in approximately one hour, sir. We're getting it

ready right now.

Wilbur: I'm sorry, this just isn't good enough! I want my room now. I've had a long

flight from Chicago.

Front Desk Clerk: Our official check-in time is 3 p.m., Mr Meeks. The departing guests do not have to check out until noon. I'm afraid we don't have a room available at the moment.

Manager: If you'd like to take a seat in the bar. You can have a coffee while you are waiting.

(Five minutes later)

Wilbur: I want to speak to the manager!

Manager: We're full because of the convention. I'm sorry, but there's nothing I can do.

Wilbur: Look, if I don't get a room now, I'll take my business elsewhere!

Manager: There's no need to get angry, Mr Meeks. The room will be ready soon.

Wilbur: Don't you understand? I want it immediately!

Manager: Look here, Mr Meeks. If you don't like our service, you might be happier elsewhere. I can call you a cab ...

6. Conversation в

It's an hour earlier. Paul Washington is leaving the same hotel today.

Paul Washington: Oh, hello. Sorry to trouble you, but I wanted to ask about the check-out time.

Front Desk Clerk: It's twelve noon, Mr Washington.

Paul Washington: Yes, I thought so. In that case, I wonder if you can do me a favour.

Front Desk Clerk: Sure. If I can.

Paul Washington: My flight doesn't leave until late this afternoon. Is there any possibility of an extended check-out time? I don't want to cause any problems. I'll understand if you can't do it.

Front Desk Clerk: Well, we're busy today... but I could give you an extra hour. Will that help?

Paul Washington: That's a big help. Thanks. 1 p.m., right?

1. In conversation A there's a confrontation! The result is, Wilbur doesn't have a room, and the hotel has nearly lost a customer.

2. Highlight the sentences in this conversation which helped to cause a confrontation.

3. Can you replace the words you highlighted with something more polite.

4. Read conversation B. Highlight the things that Paul says which avoid a confrontation.

5. Now practice these situations again. But this time Wilbur is polite and Paul is angry.

COMPLAINTS

1. Discuss in groups of three:

How often do you stay in hotels?

Do you enjoy staying in hotels?

What is the best hotel you've ever stayed in?

Have you ever had to complain about something in a hotel? What happened? Were you satisfied?

2. Read the dialogue and compare it with your own experience:

Natalie Trudeau: Hello.

Front Desk Receptionist: Yes?

Natalie Trudeau: This is Natalie Trudeau in room 504.

Receptionist: Why, yes. How can I help you, Mrs. Trudeau?

Natalie Trudeau: I want to take a shower and there's no hot water.

Receptionist. I can't understand that. Have you turned the handle all the way to the right?

Natalie Trudeau: I've been trying to get hot water for ten minutes! It's freezing cold.

Receptionist: Well, a lot of people take showers before breakfast. Maybe if you wait a while, it'll heat up again.

Natalie Trudeau: Wait! I have three appointments this morning, and I also have to wash and dry my hair.

Receptionist: You're sure there's absolutely no hot water?

Natalie Trudeau: No, none.

Receptionist: I'll contact maintenance and have them send someone up right away.

Natalie Trudeau: Who will that be?

Receptionist: The engineer.

Natalie Trudeau: Who's the engineer?

Receptionist: The engineer's the person who's responsible for all building maintenance. He'll be there within two minutes.

Natalie Trudeau: OK, but don't send anyone for five minutes! I'm still in my robe.

One should know that:

Housekeeper is responsible for cleaning rooms.

Bell person is responsible for carrying luggage.

Front desk manager is responsible for checking guests in and out.

Room service waiter is responsible for bringing food to guests' rooms.

Hotel operator is responsible for taking incoming and outgoing calls.

3. Match the complaints to the answers.

There are no towels in my room.

I can't get through to Japan.

My breakfast is late.

I'm still waiting for my luggage.

The air-conditioning doesn't work.

I'll contact the Room Service waiter.

I'll send the engineer from maintenance.

I'll get the housekeeper for you.

Please call the hotel operator.

The bell man is on his way.

4. Some of you are hotel employees, the others are hotel guests. Guests take cards and complain about something or ask for something written on the card addressing an appropriate employee. Use the vocabulary from the dialogue and information above.

CITY. ASKING FOR DIRECTIONS.

1. Discuss with your partner:

What cities have you been to?

Where you impressed by them?

What places of interest have you visited?

Was it easy to get everywhere?

What difficulties did you face in a city you didn't know?

How did you find the way out from those situations?

2. Read the dialogues and fill in the grid with the phrases from Conversation 1.

How to arrest someone's attention	How people reply
How to thank people	How people reply to gratitude
How to ask for directions	How people give directions

Conversation 1

A: Excuse me.

B: Yes?

A: Sorry to bother you, but could you tell me the way to Castle Road, please?

B: I'm afraid I've no idea. I'm a stranger here myself.

A: Oh, I see. Well, thank you anyway.

B: Sorry, I couldn't help.

(He walks for a little while. He comes up to a taxi-driver.)

A: Excuse me.

B: Yes? What is it?

A: Could you tell me how to get to Castle Road, please?

B: Castle road? Let me think now... Yes... Go along this road as far as Tesco's - that's a large supermarket. Then turn left and Castle Road is the first turning on the right.

A: I see. Straight on as far as the supermarket... then left... then right.

B: Yes, that's right.

A: It's not too far from here, is it?

B: Oh no, only a few minutes.

A: Oh, good. Well, thank you very much.

B: Not at all.

Conversation 2

A: Excuse me, can you tell me the way to London University, please?

B: I'm afraid I can't. I'm sorry. Ask the policeman over there. He will be able to tell you.

A: Where is the policeman? I can't see him.

B: Over there, on the other side of the road.

A: Oh, yes. I'll go and ask him. Thank you very much.

A: Could you tell me how to get to London University, please?

B: London University? Go to Oxford Circus and then take a bus. You can't get a

bus direct from here.

A: How do I get to Oxford Circus?

B: Go straight along this street till you get to the traffic lights, turn right at the light, keep straight on a little way, then take the second turning on your left and that brings to Oxford Circus. You can't miss it.

A: And what bus must I take when I get there?

B: The 73.

A: And what stop must I go to?

B: Goodge Street. Book to Goodge Street and ask the bus conductor to tell you when you get there.

A: One more thing, how long will it take me to get to the University?

B: About half an hour, I think.

A: I must hurry then. I mustn't be late, many thanks.

(Later at Oxford Circus)

A: Does the 73 bus stop here?

B: No, you are in the wrong queue.

A: Where does it stop, please?

B: It stops just round the corner.

A: Thank you.

B: There's a 73 coming now. If you hurry you'll catch it.

A: (to bus conductor) Does this bus go to Goodge Street?

B: Goodge Street? Yes, that's right.

A: Would you tell me when I get there, please?

A: Yes, I'll tell you. Jump on now. You are holding up the queue.

MEALS