Card 1
1) You are an information clerk at a travel bureau. A tourist is calling you to get information about some hotels. Give information about hotels.
2) Using the prompts below, make up an advertisement of the Sands Hotel**** in Greece.
Location:
Accommodation:
Facilities:
Staff:
Card 2
1) You are a receptionist at the hotel. A potential customer is calling you to get information about your hotel. Give information about the hotel, its location and facilities.
2) Using the prompts below, make up an advertisement of the Zakher Hotel in Abu Dhabi.
Location:
Accommodation:
Facilities:
Room facilities:
Card 3
1) You are a receptionist at the hotel. A potential client is calling you to get information about rooms in the hotel. Give information about the rooms.
2) Using the prompts below, make up an advertisement of the Honeymoon Suite.
Location:
View:
Room facilities:
Sparkle of the room:
Card 4
1) You are a reservation clerk at the hotel. Somebody is calling you to book a room. It is an individual booking and the client hasn’t stayed before. Conduct a reservation procedure.
2) You are a reservation clerk at the Melissa Hotel. The manager gives you the following instructions. Read them and write a fax-confirmation about reservation.
Could you send a fax to Kate James? Thank her for the booking of a double room with a private bathroom for 18th February for 3 nights and say that’ll be fine. You’d better quote the standard price first, including service charges and taxes – that’s £200 p.p.p.n. Give her a reservation number and say that her room will be ready after 12 noon. Ask her to contact us, if she has any questions.
Card 5
1) You are a reservation clerk at the hotel. Somebody is calling you to book a room. It is a company booking and the client has stayed before. Conduct a reservation procedure.
2) You are a reservation clerk at the Castle Lodge Hotel. The manager gives you the following instructions. Read them and write a fax-confirmation about reservation.
Could you send a fax to Imperial Chemicals? Thank them for the two bookings for Mr. Henry Green and Miss Caroline Lamb for 18th August for 2 nights and say that’ll be fine. You’d better quote the standard prices first, including half-board, service charges, and taxes – that’s £165 p.p.p.n. for the Executive room and £85 p.p.p.n. for the Standard room. I think we usually give them 10% discount, so calculate what it comes to and put the total at the end. Give reservation numbers and say that rooms will be ready after 12 noon. Ask them to contact us, if they have any questions.
Card 6
1) You are a receptionist at the hotel. The guest has just arrived at the hotel. He has a reservation. Check him in.
2) You are a receptionist at the hotel. Make up and fill in registration card. Invent any necessary information.
Card 7
1) You are a receptionist at the hotel. The guest has just arrived at the hotel without a reservation. Check him in.
2) You are a receptionist at the hotel. Make up and fill in checking-in form. Invent any necessary information.
Card 8
1) You are a Personnel Manager of the hotel. You are to find a suitable candidate for the post of Front Office Manager. Conduct an interview with an applicant.
2) Using the prompts below, write an advertisement for the job of Front Office Manager in the Ellerton Hotel in Toronto.
Hotel:
Qualities of a suitable candidate:
Offers of the hotel:
Address:
Card 9
1) You are an applicant for the post of Front Office Manager. You want to get this job. Take part in the interview and answer the interviewer’s questions.
2) Write a covering letter applying for the job of Front Office Manager in the Ellerton Hotel in Toronto. Invent any necessary information.
Card 10
1) You are a Personnel Manager of the travel agency. You are to find a suitable candidate for the post of Information Clerk. Conduct an interview with an applicant.
2) Using the prompts below, write an advertisement for the job of Information Clerk in the Tailor-Made Holidays in London.
Travel agency:
Qualities of a suitable candidate:
Offers of the travel agency:
Address:
Card 11
1) You are an applicant for the post of Information Clerk. You want to get this job. Take part in the interview and answer the interviewer’s questions.
2) Write a covering letter applying for the job of Information Clerk in the Tailor-Made Holidays in London. Invent any necessary information.
Card 12
1) You are a waiter in the restaurant. Serve the customer. Follow the customer to the table, offer to order some wine, explain some items in the menu, and recommend some desserts.
2) You are the head chef of the traditional Ukrainian restaurant. Make up a menu. Invent any necessary information.
Card 13
1) You are a waiter in the restaurant. A customer is calling you to complain. Deal with the customer’s complaints. Be as polite as possible.
2) You are the restaurant manager. You have received a letter of complaint from Mr. Green who wrote that the restaurant did not cater for his request for halal food (national Muslim food) on 14th February. Write a letter of apology, explaining that you require adequate notice for special diets as you need to make special arrangements, and offering $25 voucher towards the cost of the customer’s next visit.
Card 14
1) You are a receptionist in the hotel. A guest is coming to you with some problems. Deal with the guest’s problems. Be as polite as possible.
2) You are the hotel manager. You have received a letter of complaint from Mr. Bradley who wrote that he was completely unsatisfied with the hotel where he stayed at for a week: there was a lot of noisy building work from 7 a.m., the swimming pool was closed. Write a letter of apology, explaining that there was a building of a new recreation centre as it was the least busy time, and the swimming pool was closed due to damage of pump system, and offering 10% discount towards the cost of the customer’s next visit.
Card 15
1) You are a travel agent. A customer is calling you to complain. Deal with the customer who was completely unsatisfied with the tour she had. Be as polite as possible.
2) You are the travel agency manager. You have received a letter of complaint from Mrs. White who wrote that she was completely unsatisfied with the tour she had last week: the hotel was too far from the ocean, there was less entertainment than it was stated in the brochure. Write a letter of apology, explaining that the brochure didn’t state that the hotel would be near the ocean and some night clubs were closed because of essential repairing, and offering 15% discount towards the cost of the customer’s next visit.
Card 16
1) You are a receptionist at the hotel. The guest is leaving the hotel. Check him out. Be prepared to explain him some items in the bill, but you are sure the bill is correct. Don’t forget to ask how the guest is going to pay.
2) You are the General Manager of the Grand Hotel. Write a memo to the Front Office staff explaining the hotel’s policy on room rates.
Card 17
1) You are a hotel receptionist. The guest is leaving the hotel. Conduct checking out procedure. Remember to upsell at check-out and try to re-book the guest.
2) You are the General Manager of the Grand Hotel. Write a memo to the Front Office staff explaining the hotel’s policy on room rates.
Card 18
1) You are a travel agent. A tourist is calling you to get information about fly-drive holidays to Florida. Give him necessary information and book a tour for him.
2) You are a travel agent at Sunshine Holidays. The manager gives you the following instructions. Read them and write an e-mail-confirmation about tour booking.
Could you send an e-mail to Mrs. Beltran? Thank her for the booking of a fly-drive holiday to Florida with self-catering apartment for 15th May for fortnight and say that’ll be fine. The cost is $543 per person. She is leaving from London, Heathrow flight FA12375 on 15th May, returning from Orlando flight RA89545 on 27th May. Ask her to come to us to make all the necessary arrangements.
Card 19
1) You are a receptionist at a hotel. A business customer is calling you to get information about your business facilities and to book a room. Find out what exactly the guest needs, answer the guest’s questions, allocate him a room and ask for confirmation of booking.
2) You work at the Premier Palace Hotel. You have been asked to write a letter which will be sent to your business customers. You were asked to take into consideration that your business customer is a businesswoman. In paragraph 1 inform the customer that you have built a new Business Floor in your hotel, in paragraph 2 describe the facilities and the equipment of the Business Floor, paying attention to special facilities for women, in paragraph 3 invite your business customer to visit Business floor in your hotel. Invent any necessary information.