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C: Good morning, I’d like to make a reservations for me and our friends, please.. What time do you serve breakfast buffet?. R: We serve breakfast buffet from 6 a.m to 8a.m... C: And what

CÂU 1: TAKING A RESEVATION THROUGH PHONE

R: Good morning, Resevations X speaking How may I help you?

C: Good morning, I’d like to make a reservations for me and our friends, please What days

do you open?

R: We open all days of week

C: I see What time do you serve breakfast buffet?

R: We serve breakfast buffet from 6 a.m to 8a.m

C: And what time do you serve buffet lunch and dinner?

R: For a buffet lunch, we serve 3 hours from 11a.m to 2p.m For dinner, we serve from 5p.m to 10p.m

C: Well, I’d like to book a table for two people at twelve o’clock on wednesday the 24th of december and for seven at 6 p.m on that night, please

R: We’re always busy on holiday A table for two for lunch buffet is available We sometimes have cancellations but I’m afraid we’re fully booked on Wednesday night of the

24th Oh … but I have a table on night of the 23rd or 25th

C: Ok Thursday the 25th is fine

R: So … that’s a table for two at twelve o’clock on Wednesday the 24th of December and for seven at 6p.m on next day

C: Yes That’s it

R: What name is it, please?

C: MR/MRS X

R: Can you spell your name, please?

C: xxxxxxx

R: Thank you for calling We look forward to seeing you soon Goodbye C: Goodbye

CÂU 2: TAKING ROOM BOOKINGS THROUGH PHONE

R: Resevations; C: Caller, X: Tên

R: Good morning, Resevations X speaking How can I help you?

C: Hi, I’d like to make a reservations for me and our friends, please Do you have 3 double rooms for six on twenty fourth of december?

R: Oh, I’m afraid We’re fully booked for double rooms How many nights is it for?

C: Two From 24th to 26th

R: We just only have single rooms available If you want we will arrange two people per room with extra bed Is it ok?

C: Hm … I see How much is it?

R: It’s 150 dolllars per night including breakfast

C: Hm That’s a lot of money Do you have any discount for a reason We can’t have double rooms?

R: To be honest, we can’t discount more on christmas day But Your customer will be well taken care of, sir

C: OK, that’s fine I will take it

R: Yes, sir And your name, please?

C: MR/MRS X

R: Can you spell your name, please?

C: xxxxxxx

R: Do you have a contact number?

C: Yes., my number is 0909888888

R: Thank you, MR/MRS X Could you send an email or fax to confirm your reservation?

C: Yes, of course My email

R: Thank you for calling Goodbye, see you soon at our hotel

C: Goodbye

CÂU 3: RECEIVING GUEST IN THE HOTEL (CHECK IN)

Hotel: Good afternoon Welcome to the UFM Hotel How may I help you?

Guest: I have a reservation for today It's under the name of X.

Hotel: Can you please spell that for me, sir?

Guest: Sure XXXXXXXXXXX

Hotel: May I have your passport, please?

Guest: Here is it.

Hotel: Yes, Mr Hannighan, we've reserved a double room for you with a view of the ocean

for two nights Is that correct?

Guest: Yes, it is.

Hotel: Excellent We already have your credit card information on file We will charge one

night for a deposit, please

Guest: Whoa! Five hundred and ninety dollars a night!

Hotel: Yes, sir We are a five star hotel after all.

Guest: Well, fine I'm here on business anyway, so at least I'm staying on the company's

dime What's included in this cost anyway?

Hotel: A full Continental buffet every morning, free airport shuttle service, and use of the

hotel's safe are all included

Guest: So what's not included in the price?

Hotel: Well, you will find a mini-bar in your room Use of it will be charged to your account

Also, the hotel provides room service, at an additional charge of course

Guest: Hmm Ok, so what room am I in?

Hotel: Room 487 Here is your key and your breakfast ticket To get to your room, take the

elevator on the right up to the fourth floor Turn left once you exit the elevator and your room will be on the left hand side Swimming pool on the 3 floor Spa and fitness center on

Guest: Great Thanks.

Hotel: Should you have any questions or requests, please dial 'O' from your room Also,

there is internet available in the lobby 24 hours a day

Guest: Ok, and what time is check-out?

Hotel: At midday, sir.

Guest: Ok, thanks.

Hotel: My pleasure, sir Have a wonderful stay at the Grand UFM Hotel

CÂU 4: RESTAURANT CONVERSATIONS

EXPLAINING MENU

C: Excuse me, I need explaining the menu Could you tell me what carpaccio is?

D: Of course, madam It’s made of marinated salmon slices served with toast

C: I see And what’s vichyssoise?

D: Vichyssoise is made of potato, celery and onion It’s served as a cold soup

C: So How about the penne arrabbiata?

D: Well, this is a pasta dish It consists of penne, a type of pasta, in a chilli and tomato sauce It’s made from chilli, tomato, garlic, and basil with pine nuts

C: Hmm….sounds good And what’s the salmon coulibiac?

D: This is made form layers of rice mixed with onions and mushrooms, fresh salmon, and hard boiled eggs It’s wrapped in puff pastry and baked in the oven

C: And what’s the seafood dish?

D: This is a dish for 2 people It contains half a lobster, king prawns, scallops, and mussels And it’s served warm with a crisp, green salad

TAKING FOOD

D: Discriber , C: Customer

D: May I take your order now?

C: I would like some Japanese food

D: Certainly, sir/madam We’ve got tempura, sashimi, sushi, …

C: What is sashimi?/

D: It’s raw fish served with a mustard sauce and fresh vegetables

C: That sounds nice I think I’ll have that for a starter And what’s this cold hors d’oeuvre that’s on the menu?

D: It’s a selection of vold meats, sir Different kinds of sausages, ham, roast beef and roast chicken

C: How are these spare ribs prepared?

D: They are pork ribs marinated with lots of garlic and deep-fried in oil Sir

C: Does it have chilies?

D: No it doesn’t sir

C: And what is this beef and pumpkin curry?

D: They’re pieces of beef and pumpkin cooked with coconut milk It’s severd with sliced cucumbers and shallots in vinegar

C: Is it very spicy?

D: It’s quite spicy, sir

C: I think I’ll go for this beef and pumpkin curry as a main course

D: excellent choice, madam please wait minute I’ll serve you soon

/ WINE ORDER

D: Would you like to order a drink?

C: Yes, could I see the wine list, please?

D: Certainly, sir Here is it

C: Do you have any recommend for me?

D: Sherry is well known in Spain, a fortified wine, from the South Chardonay is now famous in Austraila.The Merlot and Shiraz wines from Chile and Argentina are also very good

C: Thank you There are some nice aperitifs A sherry would be nice No, I think a glass of Chardonay, please

D: Thank you, madam Would you like some mineral water?

C: Yes a bottle of sparkling water, please

D: Certainly madam So that’s a Chardonay and a botte of sparkling water

DEAL WITH COMPLAIN

a)

Customer: Excuse me, we orderd our drinks 20 minutes ago

Waiter: I’m sorry, sir I’ll be with you in a moment The restaurant is short-staffed tonight, I’ll check with the wine waiter

b)

Guest: This steak ir really overcooked I asked for it medium rare

Waiter: I’m sorry, madam I’ll speak to the chef and bring you another one

c)

Cus: Waiter!!!

WT: Yes, sir.Is everything to your satisfaction?

Cus: No, the prawn is not fresh

WT: Oh, T’m awfully sorry to hear that It is unusual because we have fresh prawns fromthe market everyday We will look into the matter right away, sir

Cus: It’s not useful It’s not fresh and I’m not happy with it

WT: I’m terribly sorry Would you like to try something else? That will be free for you, sir

Cus: No, I don’t have time I have to go now.

WT: I see I’m sure everything will be all right again the next time you come

Cus: I don’t think so

WT: I have every confidence in our chef Just give us another chance, sir

Cus: All right I’ll try again My bill, please!

WT: It’s free for you, sir Thanks for your support

Cus: Thank you Good bye

WT: Good bye and hope to see you soon

PAY BILL

Guest: Can I have a bill, please?

Waiter: Certainly madam Just a moment please I’ll prepare your bill… Here you are

madam Your bill comes to 550USD

G: Are you sure that’s right? Shouldn’t it be 500USD?

W: I’M afraid there is a 10% service charge

G: Well I only have about 500USD Do you take credit cards?

W: We accept Visa, American Express, Master Card

G: Perfect I’ll pay by Visa

W: Very well madam Will you sign here, please?

G: Yes, of course

W: Here’s your bill and your receipt, madam Thank you