Outgoing Calls

Identifying yourself

My name is ____ (first introduction).

This is here.

This is .

Asking to speak to someone

Could I speak to ____, please?

Could you put me through to ____, please?

Could I have extension 4356, please?

I'd like to speak to____, please.

Giving further information

It's in connection with ____. It's about ____ .

Explaining purpose of call

I'm calling to ask about ____ .

I'm phoning to let you know the details of ____ .

I'm ringing to tell you about ____ .

Showing understanding

I see.

I understand.

Leaving a message

Could you give ____ a message?

Could you ask ____ to call me (when he gets back)?

(Could you tell ____ ) I'll call back later.

Thanking

Well, thank you very much for your help.

Well, thanks for the information.

I'm very grateful for your assistance.

I'm much obliged to you.

Ending the call

I look forward to seeing/hearing from/meeting you.

Goodbye.

Bye.

Incoming Calls

Identifving your company (from the switchboard)

Compact Systems. Good morning/afternoon.

Identifying yourself when you pick up the phone

Hilary Beacham.

Hilary Beacham speaking.

Helping the caller

Can I help you?

Who would you like to speak to?

Which department is he/she in?

Who's calling, please? Which company are you from?

Asking for further information.

What's it in connection with, please?

Connecting the caller. Asking for the caller's identification

Who's speaking, please?

Just a minute/moment/second/ please.

Hold/hang on, please.

Hold the line, please. I'll put you through.

I'm putting you through now.

I'm connecting you now.

You're through now.

Explaining that someone is not available

I'm afraid ____ is not available this morning/afternoon.

I'm afraid ____ is out at the moment.

I'm sorry, but ____ is on holiday/in a meeting at the moment.

I'm sorry, but ____ is on the other line at present.

I'm afraid his/ her line's engaged. Do you want to hold?

Alternative actions

Could you ring/phone/call back later?

Would you like to leave a message?

Can I take a message?

Responding to thanks

Not at all. Don't mention it. You're welcome.

Ending the call

I look forward to seeing/hearing from/meeting you.

Thanks for calling.

Goodbye.

Bye.

Booking a Hotel Room

There are several types of hotels:

• luxury and five star hotels - include almost everything

• four star hotels - very good

• three star hotels - standard facilities

• one or two star hotels - cheaper, basic accommodations

Accommodations are also classified as follows:

• motel - for motorists, normally situated on main roads

• commercial hotel - in the town centre, for business people

• conference hotel - which includes meeting and exhibition facilities,

audio-visual equipment, banquet rooms, etc.

• resort hotel - at tourist resorts, for people on holiday

• health spa - offers medical treatment, exercise programmes and other

recreational facilities

• holiday village - a number of small cottages or bungalows with cooking

facilities

• bed and breakfast (B&B) - accommodation in private homes

• dormitory (youth hostel) - sleeping facilities, usually with cooking facilities

Every hotel has different rooms:

• a single is a bedroom for one person

• a double is a bedroom for two people

• a twin-bedded room has twin beds

• suite is a set of rooms