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Use an appropriate expression to complete the gaps.

1.Receptionist: LRN Technical. Can I help you? Paula: Could I speak to Mr Rahman, please? Receptionist: ……………………………………..

Paula: Sahjay Rahman. In finance.

2.Bill: … and the order is for 370 AS3 cables and 35 JF1 switching units. Paula: ………………………………………………

Bill: Sorry. I do tend to speak too fast. I said: 370 AS3 cables and 35 JF1 switching units.

3.Eleni: So we’ll change the meeting to two o’clock on Friday? Paula: …………………………………. . There’s a lot of noise here. Eleni: I said: Let’s have the meeting at two o’clock on Friday.

Paula: OK, agreed.

3.Put these sentences in the correct order to make a conversation.

AI’m afraid she’s in a meeting at the moment.

BThank you. Goodbye.

CI see. Well, can you ask her to call me back?

DI’ll make sure she gets your message, Mr Paved.

EHersch Trading. Can I help you?

FCan you give me your name, please?

GCould I speak to Mrs Elliot, please?

HI’m Rajit Paved of Central Power. My number is 215 56 78. Could she ring me some time this afternoon?

Reserving accommodation

4. Read the dialogue. Translate it into Russian. Then complete the table.

Receptionist: The Hadrian Hotel, Sara speaking. Can I help you? Caller: Hi. Would you have a room for next week?

Receptionist: For next week, madam? When would that be exactly? Caller: From the 12th to the 15th.

Receptionist: And would that be a single room?

Caller: No, it’s for me and my daughter.

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Receptionist: Would you prefer a twin or two singles? Caller: A twin, please.

Receptionist: Smoking or non-smoking? Caller: Non-smoking.

Receptionist: So that’s arriving Monday the 12th, departure Thursday the 15th, twin, non-smoking?

Caller: That’s right.

Receptionist: One moment, please. I’ll just check availability. Yes, we can do that.

What name is it, please?

Caller: Steinmetz. Barbara Steinmetz. Receptionist: Could you spell that, please? Caller: Yes, it’s S-T-E-I-N-M-E-T-Z.

Receptionist: …-I-N-M-E-T-Z.

Caller: That’s right.

Receptionist: We need you to confirm this, Mrs Steinmetz. By fax or email. Or you can give us your credit card details.

Caller: Credit card is easiest.

Receptionist: Could you give me the number of the card?

Caller: Just a moment … Yes, it’s 49 double 2 6481 6262 double 3 83.

Receptionist: So that’s 49 double 2 6481 6262 double 3 83.

Caller: Yes, that’s it.

Receptionist: Is that Visa, Mrs Steinmetz?

Caller: No, it’s MasterCard.

Receptionist: And what’s the name on the card, please? Caller: My own name. It’s my name.

Receptionist: OK. And could you just tell me the expiry date? Caller: It expires August 2015.

Receptionist: That’s fine then, Mrs Steinmetz. Your reservation number is H-A-D, 280, 6 double 5, double 03.

Caller: … double 5, double 03.

Receptionist: Could I ask you to use this if you need to modify or cancel your booking?

Caller: Yes, of course.

Receptionist: And we look forward to seeing you on the 12th. Thank you for calling. Caller: Thank you. Goodbye.

Receptionist: Goodbye.

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5. In the following telephone conversation, choose the correct option from the words in italics.

Hotel: Good morning, Landsdown Hotel. 1 Can/Could I help you? Guest: Good morning. Could I 2 have/speak Reservations, please?

Hotel: Certainly. 3 Wait/Hold the line, please. I’ll 4 put/connect you through. Guest: Thank you.

Hotel: I’m sorry, I’m 5 afraid/regret the line’s busy. Will you 6 hold/hang on?

Guest: Yes, that’s 7 fine/splendid.

Hotel: It’s 8ringing/calling for you now … Reservations. Jane Watson

9talking/speaking. How can I help you?

Guest: Hello, 10 this is /here is Michael Nelson from Killick & Co. I rang earlier to book two singles from the 18th.

Hotel: Yes, Mr Nelson, I remember. What can I 11 do/make for you? Guest: Could I change that to three singles, again from the 18th?

Hotel: I’m 12 afraid/sorry, could you repeat that? It’s a 13 faint/bad line.

Guest: Yes, could I have another single room for the same dates?

Hotel: Yes, 14 obviously/of course. I’ll see to that now. I’d be 15 grateful/delighted if you could 16 repeat /confirm that in writing.

Guest: 17 Surely/Certainly. Thank you for your help. Hotel: 18 Your/You’re welcome. Goodbye.

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6. A guest is phoning the Marlow Hotel to book a room. Number the dialogue in the right order (1 – 14).

a__ American Express. The number’s 8773 457 238 5549. Will you need a deposit?

b__ Hello, I’d like to book a room, please.

h__ OK, 30 Lime Walk. May I ask if you’ve stayed with us before?

i__ No, a deposit won’t be necessary. If you’d like to make a note of your reservation number, it’s P 227.

j__ Marlow Hotel, Reservations. Charles Thompson speaking.

k__ That’s nice to hear. How will you be paying?

l__ Right, in that case we’ll provide complimentary flowers and champagne. May I have your name, please?

m__ On the eleventh of May, for two nights. A double room for myself and my wife.

n__ Thank you very much. Goodbye.

7. Use the information from the dialogue above to fill in this reservation card.

Reservation card

Name

Arrival date

No. of nights

Room type

Company/Individual

Stayed before

Method of payment

Credit card no.

Address

Reservation no.

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8.

I. The receptionist at the Hotel di Lago is taking a telephone conversation from a guest. Read the first part of the dialogue below. How many functions (a-f) does the receptionist do and in what order?

aAsk when the reservation is for.

bAsk for the guest’s name.

cGive the price of the room.

dAsk how many nights the guest is staying.

eGive the name of the hotel.

fAsk for a credit card number.

Receptionist: Hello. Hotel di Lago. Can I help you? Guest: Hello. I’d like to make a reservation, please. Receptionist: Certainly. When is it for?

Guest: For the weekend of 25th and 26th June. Receptionist: OK. How many nights is it for? Guest: Three nights – Friday, Saturday and Sunday. Receptionist: Is that a single or double room? Guest: A double room, please. With a bathroom.

Receptionist: All our rooms have a bathroom. That’s 120 euros per night including tax. Guest: That’s fine.

Receptionist: Would you like a smoking or non-smoking room? Guest: Non-smoking, please.

Receptionist: OK, so that’s a double room, non-smoking, for three nights from Friday 24th to Sunday 26th June.

Guest: That’s right.

II. Complete the second part of the dialogue with the words in the box.

Receptionist: Can I have your ____________, please?

Guest: Yes, it is Dowling, Anita Dowling.

Receptionist: Sorry, can you spell that, please?

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Guest: Yes, it’s A-N-I-T-A Dowling, D-O-W-L-I-N-G. Receptionist: OK. Can I take your _____________ details?

Guest: It’s a Visa card, number 4838 1867 3324 0089. Receptionist: Let me just check … 4838 1867 3324 0089. Guest: That’s right.

Receptionist: And what’s the ____________? Guest: It’s September 2015.

Receptionist: OK, that’s all ______________ for you, Ms Dowling. We’ll look forward to seeing you on 24th June.

Guest: Thank you very much. Goodbye.

9. Work in pairs. Read the reservation form and role play a dialogue between a guest and a receptionist.

10.Choose the best word in the definitions (1-4).

1.The price you pay to travel on a plane, train, etc. is fee/fare/rate.

2.A journey by water is a flight /ferry/voyage.

3.You board a plane at a gate/platform/quay; and a train from gate/ platform/quay.

4.A ticket to a place and back again is a two-way/return/reverse ticket.

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11. A travel agent is explaining transport choices to a customer who wants to travel from London to Edinburgh. Use the information below and in the box to complete the explanation.

“Basically you can go by train, by bus, or you can fly. The bus is 1 ________________

option, but it takes 2 _____________ . Flying is 3 ______________, but obviously it’s 4 _____________ – it only takes an hour. The train is 5 ____________ than the bus, but it’s 6 ______________ , and because it goes through beautiful countryside it’s a

7 _____________ journey”.

12. The customer decides to fly. Read the conversation and complete the booking information on the computer screen.

A OK, what date do you want to travel on?

C We’d like to fly to Edinburgh on Friday 10th, in the evening.

A And when do you want to come back?

C On the Monday morning – that’s the thirteenth.

AOK … there’s a flight at 18.30, but that’s full … there are seats available on the

19.45– that lands in Edinburgh at 20.40.

C Yes, that’s fine.

A Let’s just look at return flights … I can offer you seats on a flight at 10.00 0n

Monday 13th, arriving in London at 10.55.

C That’s fine.

A And the fare is £99 plus £10 UK airport tax.

C OK, fine.

A Can I have the passengers’ names, please?

C Andrew Waterstone and Jane Morris.

A And what’s your address?

C 25 Tadema Road, London SW 10 4 RJ.

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A And can I have a daytime telephone number?

C Yes, it’s 020 7455 1003.

A OK. That’s all confirmed. You should receive your tickets in the post tomorrow.

Passenger (s)

Names (Mr/Mrs) ____________________________________________

Initials ___________________________________________________

Address _________________________________________________

City_____________________________________________________

Postcode _________________________________________________

Tel. no. __________________________________________________

Outbound

Flight no. BA1221

From ________________________To __________________________

Date ________________________June

Depart ______________________Arrive _______________________

Inbound

Flight no. BA1224

From ________________________To __________________________

Date ________________________June

Depart ______________________Arrive _______________________

Fare per person (inc. tax) ____________________________________

Baggage allowance 20 kg

13. Work in pairs. Role play a similar conversation. Use the information below.

Customer You want to travel from London to Paris at about 18.00 on Friday 17th, returning on Monday 20th in the morning.

Travel agent The Eurostar train costs £99 return, and there is only one train every hour. Flights cost between £100 and £120. The train journey takes three hours; the flight takes just over one hour. There are no seats available on any flight after 16.30 0n Friday 17th. There are seats available on all Eurostar trains.

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SOURCES

1.Мошняга Е. В. Английский язык: туризм, гостеприимство, платёжные средства : учеб. пособие / Е. В. Мошняга ; Российская международная академия туризма. – М. : Советский спорт, 2007.

2.Мошняга Е. В. Глоссарий туристских терминов : словарь англо-русских и русско-английских соответствий / Е. В. Мошняга ; Российская международная академия туризма. – М. : Советский спорт, 2008.

3.Dictionary of leisure, travel and tourism. A&C Black, London, 2006.

4.Michael Duckworth. High Season. English for the hotel and tourist industry. Oxford University Press, 2009.

5.Neil Wood. Tourism and catering. Oxford University Press, 2003.

6.Robin Walker and Keith Harding. Oxford English for careers. Tourism 1. Oxford University Press, 2011.

7.Robin Walker and Keith Harding. Oxford English for careers. Tourism 2. Oxford University Press, 2011.

8.http://www.learnersdictionary.com

9.http://www.ldoceonline.com

10.http://www.macmillandictionary.com

11.http://www.multitran.ru

12.http://www.kukiani.ru

13.http://www.lscnn.ru