9. Match the beginnings of the following sentences (1-10) with their endings (a-j).

Good morning, Hospitable Hotel.	a double room?
I’d like to book	we’re fully booked
Certainly, what	Could you hold the room?
Would you like a single room or	per night, please?
How much does it cost	a confirmation by fax?
The price includes	How can I help you?
I’m afraid,	a deposit.
For all reservations we require	a room.
I won’t arrive before 9 p.m.	breakfast and all taxes.
Could you send me	date?

SPEAKING

10. Work in pairs. Practise making hotel reservations. Use the diagram and 5-7 useful phrases to help you. Take turns to be a and b.

STUDENT A	STUDENT B	Useful Phrases I’d like to make a reservation for six nights next week for Mr T., please. What days will you be staying? What kind of room would you like to book? I’d like a single room with a bath, please. Could you tell me the price? That’s ₤ 44.50 per room per night, including full English breakfast and VAT. Would you prefer a shower or a bath? All rooms are fully equipped with satellite TV, air-conditioning and Internet connection. Could you send an email to confirm your booking?
1) Answer the phone. Introduce yourself and give the name of the hotel you work for.
	2) Say you want to book a room.
3) Ask when.
	4) Answer.
5) Ask Student B what kind of room he needs.
	6) Give details. Ask about the price of the room.
7) Answer.
	8) Agree.
9) Ask Student B to spell his name.
	10) Spell your name.
11) Say thank you.
	12) Acknowledge B’s thanks.
13) Say goodbye.

11. Make the following calls. Use 7-8 useful phrases (p. 28) to help you.

MAKE CALL 1: Call Manhattan Hotel and book a single room with bath for Howard Cruz of Bank of Spain for three nights from next Monday. TAKE CALL 2: You work on the reservation desk at Tower Motel. Note any bookings you take. MAKE CALL 3: Call Capital Motel and reserve a double room with shower for Mr and Mrs West for six nights from tomorrow. TAKE CALL 4: You work on the reservation desk at Hotel Luxus. Note any bookings you take.

TAKE CALL 1: You work on the reservation desk at Manhattan Hotel. Note any bookings you take. MAKE CALL 2: Call Tower Motel and book a single room with shower for Melanie Henderson for this Friday, Saturday and Sunday. She will be arriving late on Friday and leaving early on Monday morning. TAKE CALL 3: You work on the reservation desk at Capital Motel. Note any bookings you take. MAKE CALL 4: Call Hotel Luxus and reserve two double rooms with bath for tonight only for Mr F. Stevens and Ms N. Allder from LOP International.

WRITING

H12. You’ve booked a room for your colleague. Leave a note advertising the room and all the facilities of the hotel.

H13. Advertise the hotel you lived in. What did you like there (50-75 words)?

Part 6. Leaving Voicemail Messages

BEFORE YOU START

1. Why do people use answerphones?

2. List three things you need to include in a voicemail message.

READING

3. Read these calls. Then complete the notes. If some information is unavailable, just write --- in the appropriate place.

Call 1
Person/company wanted_____________ What the caller has to do_____________ Will the caller be called back?________	Caller’s name __________________ Caller’s company________________ Reason for calling_______________ What the caller asks to do_________
Call 2
Person/company wanted_____________ What the caller has to do_____________ Will the caller be called back?________	Caller’s name __________________ Caller’s company________________ Reason for calling_______________ What the caller asks to do_________
Call 3
Person/company wanted_____________ What the caller has to do_____________ Will the caller be called back?________	Caller’s name __________________ Caller’s company________________ Reason for calling_______________ What the caller asks to do_________

Call 1

Answerphone		Carol Brightman
Hello. This is International Software Consultants. We’re sorry we can’t take your call at the moment. Please leave your name, number and message after the tone and we’ll get back to you as soon as we can. Thank you for calling.		This is Carol Brightman from LBN Rome here. It’s 10.30, Monday 28 February. I was just calling to let you know that we don’t need your report until next week now. No need to call back. Bye for now.

Call 2

Answerphone		Simon Matthews
Hi! This is Angelika. I can’t answer the phone at the moment but I’ll call you back if you leave your name and number after the beep. Thanks. Call 3		Angelika – it’s Simon Matthews from college here. I’m just calling to invite you to our party next Saturday. I’ll send you an invitation – perhaps you could let me know if you’ll be able to make it? Many thanks.
Answerphone		Jennifer Martin
Hello. You have reached 358 4081. I can’t answer the phone at the moment but if you leave your name and number after the tone, I will call you back as soon as possible.		Oh, Jack. It’s Jennifer here. I’m calling to let you know that we’ve run into some problems with the contract and I need to speak to you rather urgently. Could you call me back as soon as possible? Thanks.