Telephone English
Lesson Plan
Activities Work Sheets
There may be times when hotel staff may have to talk on the telephone with a guest. Some staff
may spend the majority of their day on the phone and other staff maybe only on rare occasions.
The reason for being on the phone will vary as well. Some staff may be booking rooms, some
may be taking orders for room service, and some may be taking a reservation for dinner at a
restaurant.
Expressions- Telephone Use
Whatever you’re doing, there are some expressions that are commonly used.
Hello
Goodbye
Is Mr. _____ there (in)?
May I speak to Ms. __________?
I would like to speak to Mr. __________.
Hold please.
I’ll transfer you.
I’ll put you through.
May I help you?
I’ll call back.
I got your message.
I’m returning your call.
Dialogue- Telephone Use
Staff: VIP Lounge. How can I help you?
Guest: Yes, this is Mrs. Turner in room 2110. I’d like to arrange an elephant ride for my
daughter.
Staff: Certainly ma’am. When would you like to go?
Guest: How about 10:00 AM?
Staff: Would you also like me to arrange transportation to and from the ride?
Guest: That would be great, if it’s not too much trouble.
Staff: No trouble at all ma’am. If you could meet me in the VIP Lounge at 10:00 I’ll escort
you to the taxi.
Guest: Sounds great. I’ll see you then.
Staff: See you at 10:00 Goodbye.
Staff: Room Service, how can I help you?
Guest: Yes, could you send up a BLT, a bag of chips, and an ice tea.
Staff: Of course sir, could I have your room number?
Guest: It’s 1515.
Staff: OK, your order will be there in about 15 minutes.
Guest: Thank you, goodbye.
Staff: Housekeeping, how can I be of assistance?
Guest: Could I have a couple more blankets sent up to my room please.
Staff: Of course ma’am. Could I have your room number.
Guest: I’m in room 777.
Staff: They will be there in 10 minutes.
Guest: Thanks. Bye.
Staff: You’re welcome, have a good night.
Conversation Activities- Telephone Use
1. Practice using the above expressions by having a dialogue similar to the ones above with
a partner, one partner taking the role of the guest and the other the role of the staff.
For additional practice, switch roles. Practice the dialogue several times, trying to
use all of the expressions noted above.
2. Role play the following situations with a partner, one person taking the role of the guest
and the other person taking the role of a hotel staff.
Arrange a tennis game
Arrange a golf lesson
Request first aid kit
Request immediate ironing of dress
Request information about hot night spots
Request information about a scenic tour
Make a dinner reservation at a restaurant
Getting a message to husband in lounge about a sick child
Taking messages
At times, you will find that you may have to leave or take a message because the person
being called is not in. The expressions below can be used in these situations.
Expressions- Leaving Messages
A caller’s request
May I leave a message?
Could you give her a message please?
Do you mind taking a message?
A callee’s request
May I take a message?
Would you like to leave a message?
I can leave him a message if you like.
Other common expressions used when talking about messages are below.
He’s not in at the moment.
Do you know when he might return?
May I ask who’s calling?
Could I have you name and number (or room number)?
How do you spell your name please?
Dialogue- Messages
Caller: May I speak to Mr. Morrison please?
Staff: He is not in at the moment. Can I take a message?
Caller: Yes, could you tell him that Julie Anderson called.
Staff: Could I have your number please?
Caller: Yes, it’s 555- 6709.
Staff: I’ll give him the message.
Caller: Thanks, bye.
Staff: Is this the Gillett room?
Guest: Yes, it is.
Staff: May I speak to Mr. Gillett?
Guest: He’s not here, he’s at the pool. Call I have him call you back?
Staff: Yes please, have him call the front desk. It’s about the change in his departure flight.
Guest: I’ll give him the message.
Staff: Thanks, bye.
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