Fill in the blanks with the correct word or phrase
based on the CD you have heard !
Situation : a
telephone conversation between a hotel receptionist and a person trying to make
a booking. The line is bad but the receptionist has the telephone skills to
deal with this problem.
Hello and welcome to this “Learn English” professional
recording, brought to you by the British Council. To find out more and to
access language activities and audio scripts, visit our Learn English website
at www.britishcouncil.org/learnenglish
CONFIRMING A HOTEL BOOKING
Receptionist : ___1___ , Orion Hotel, how may I
help you?
Customer : I’m
ringing to confirm a booking I made a week ago. I was expecting an email but I
haven’t received anything.
Receptionist : ___2___ the
line is rather bad, would you mind repeating that, please?
Customer : Yes, I made
a reservation on your website under the name of Coutts. George Coutts.
Receptionist : Could
you spell your surname for me, ___3___?
Customer : Yes,
that’s C-O-U-T-T-S
Receptionist : And
when was the reservation for?
Customer : July
23rd to the 29th
Receptionist : Sorry,
did you say the ___4___?
Customer : No,
the 23rd
Receptionist : Let
me just check if we have your details on the system. Ah… yes, here we are.
Customer : I put
down one double and one single room, but I wonder if I could change that.
Receptionist : I’m
terribly sorry I didn’t quite catch that. ___5___ speaking up a little?
Customer : Yes,
I wanted to change the number of rooms. Is it possible to have two doubles
instead of a single and a double?
Receptionist : Let’s see…oh hold on a
moment. I’ve got someone on the other line. (Speaks
to other customer) yeah, yeah…would you mind if I rang you back. I’m just
dealing with a reservation. ___6___.
Customer : Sorry?
Receptionist : Yes,
sorry about that Mr. Coutts, I’m just getting your booking details up now. Yes,
we do have another double available for those nights. Was there anything
else?
Customer : Well,
I wanted to know if you did vegetarian food for the evening meal. It wasn’t
clear from the website.
Receptionist : Yes,
we do, but by prior arrangement. But now you’ve requested it, I’ll put that
down in the booking. ___7___ people was that for?
Customer : Just
myself
Receptionist : ___8___.
Anything else?
Customer : Well,
we’ve got a very early return flight on the 30th, so we’ll need an
alarm call at about 5.30, I should think.
Receptionist : No
problem sir, I’ll arrange that now. Was that all?
Customer : ___9___.
Receptionist : So
you’d like two double rooms for the nights of 23rd to the 29th
July inclusive, vegetarian provision for one and an early morning call
on your departure. Is that correct?
Customer : That’s
right
Receptionist : If we ___10___ with anything else, just give us a ring. We
look forward to seeing you in July.
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