SPEAKING

UNIT 1: MAKE A ROOM RESERVATION

FO: Good morning. Welcome to UFM Hotel. How can I assist you?
GUEST: Hello. I’d like to make a reservation for ….
FO: PLEASE, May I have your name?
GUEST:
FO: So, how long will you be staying and how many people is the reservation for?
GUEST:
FO: Yes madam/sir, we have several rooms available for that particular day/week
FO: would you like a twin or double bed room?
GUEST:
FO: And would you prefer to have a room with ocean view or garden view?
GUEST:
FO: OK. So, Ms/Mr… We have 2 types of rooms to meet your needs. The first is a
deluxe room, a room with high-quality carpet for 2 million per night including buffet
breakfast and tax. Or if you want more space, you can take a deluxe suite with 3
million per night.
GUEST:
FO: Great, May I have your phone number and email, please?
GUEST:
FO: Very well, To ensure your room is available upon arrival, please deposit one
night with us in advance. Do you want to deposit by cash or credit card?
GUEST:
FO: Thank you….., here is your card. Alright, Ms/Mr… your reservation has been
made for …. for (room) and (view). You have made a deposit one night by credit
card. And check in is at 2pm. Is that right?
GUEST:
FO: My pleasure. We’ll see you…, Ms/Mr… Have a nice day!

UNIT 3: CONFIRMING A RESERVATION (ko có vấn đề gì nhưng thêm dịch vụ)

UNIT 5: CONCIERGE
C: Good afternoon, sir. How may I help you?
G: I need a suggestion for a restaurant here in SG.

C: Oh, may I have your name and room number, please?

G:

C: Certainly! How many people do you want to book a table for? And how much are
you planning to spend on dinner, sir?

G: My date's very sophisticated, so I'm sure she would expect nothing but the best.

C: May I suggest our hotel restaurant? It got three stars in the latest restaurant
review.

G: No, thank you. I want to go out of town. What other ideas do you have?

C: There's always Meridan Restaurant. They have live jazz. The food is delicious and
private space for couples.

G: That sounds like a good place to take a date. Can you make a reservation for me?

C: As you wish, sir. What time do you want to go to the restaurant?

G:

C: Great. Do you have any other requests?

G: Oh, yes. I want to book a table near the restaurant window and prepare a
bouquet of red roses for my date’s.

C: Of course, we will prepare it for you. So, Ms/Mr… your reservation is a dining
table near the window at 7 pm in Meridan restaurant and a bouquet of red roses. Is
that correct?

G:

C: Thank you, Ms/Mr… You'll have a wonderful time there.

UNIT 8: CHECK – OUT
FO: Good morning, sir. How can I help you?
G: I would like to check out today.
FO: Yes. May I have your name and room number, sir?
G:
FO: Wait a minute sir. Yes, Ms/Mr…. You are from room 123 and you would like to
check out today. Right?
G: Yes.
FO: Sir, have you used any of our services today?
G: No. Not at all.
FO: All right sir. Here is your bill now. For 3 nights you have been charged 500 $ for
each night and 100$ for laundry and room service you made during this time. In
total your bill is 600$.
G: Let me check my bill, please.
FO: Sure sir. Take your time.
G: OK. I guess everything is OK.
FO: Would you like to pay your bill in cash or by credit card?
G:
FO: May I have your card, please?
G: Here it is.
FO: Please sign your name here, sir.
FO: And here is your card. Thank you for choosing the UFM Hotel. Have a nice day!

UNIT 11: TAKING AN ORDER

W: Good evening. My name is Nhi and I’ll be your server tonight. Are you ready to
order now?
G:
W: Can I get you started with an appetizer?
G: I’d like to try the salad
W: We have Italy and Caesar salad. Which one do you choose?
G:
W: All right. And how about the main course?
G: (Steak)
W: Would you like potatoes or rice with your steak?
G: What kind of potatoes do you have?
W: We have baked, mashed, or French fries
G: I’ll have French fries, please.
W: Perfect! If the main course is steak, you should drink it with red wine to enhance
the flavor. Our restaurant has a bottle of cabernet sauvignon red wine that is very
suitable for your dish.
G:
W: Yes sir. And would you like anything for dessert?
G:
W: And are you allergic to any ingredients in the dish?
G:
W: Great. Please allow me to repeat the order. The appetizer is salad, the main dish
is well-cooked steak, the dessert is tiramisu and a bottle of cabernet sauvignon red
wine. Is that correct?
G:
W: Your dish will be ready within 10 minutes. Enjoy your meal!

UNIT 12: ROOM SERVICE

RV: Good morning. This is room service, Nhi speaking. How may I assist you?
G: Hello. Can I order for my breakfast?
RV: Yes, madam/sir. But before that may I have your name and your room number
please?
G:
RV: Ms/Mr…, we have 3 types of breakfast: Continental, Traditional and American
breakfast. What would you prefer madam/sir?
G: Traditional Breakfast
RV: In traditional breakfast, we offer 2 types of main course. We have pork adobo
with 1 cup of rice and fried chicken with 1 cup of rice. Which one would you like to
have ma' am/ sir?
G: Pork Adobo
RV: We offer fresh fruits, ma'am/ sir. Would you like to have 2 slices of mango or 1
piece of banana?
G: 2 slices of mango
RV: We also offer fresh juice. Would you like orange juice or pineapple juice?
Guest: Orange Juice
RV: How about coffee ma'am/ sir, we have a latte, black coffee, and cappuccino.
Guest: Latte, please.
RV: Yes ma'am/sir. What time would you like your breakfast to be delivered?
Guest: At exactly 8:00 in the morning.
RV: Alright ma'am/sir. I will repeat the details of your order. You ordered traditional
breakfast including 1 cup of rice with pork adobo, 2 slices of mango, orange juice,
and a latte. It will be delivered to your room at exactly 8:00 am. Did I get your order
right ma'am/ sir?
Guest: Yes, that is correct.
RV: By the way ma'am/ sir, what way would you like to pay the bill? Is it in cash,
credit card, or charge to your room?
Guest: Charge to my room.
RV: Alright ma'am/ sir. Is there anything else you need ma'am/sir?
Guest: No.
RV: Yes ma'am/sir. Thank you so much for calling. Have a nice day!

UNIT 9: GREETING AND SEATING GUESTS

Host: Good evening. Welcome to the UFM Restaurant. How may I assist you?
G:
Host: Yes, madam/sir. Do you have a reservation?
G:
Host: Thank you, let me check. Ah, here it is! Ms/Mr… party for two at 7 pm.
G: Actually, I'm expecting two more people. Is it possible to get a table for six?
Hos: Yes, but I'm afraid there will be a short wait
G: How long will the wait be?
Host: About ten minutes. Is that okay?
G: Yes, that's fine.
Host: And I just want to remind you that we can't seat your party until everyone is
here.
G: That's okay. I'm sure my companions will be here on time
Host: Perfect! I will notify you when your table is ready.
G:
Host: Ms/Mr…. Your table is ready. Please follow me. Right this way.
G:
Host: Here we are. Please make yourselves comfortable.
Host: Here are your menus. Your server, [Server Name], will be with you shortly to
take your orders.
G:
Host: You’re very welcome. If you need anything else, please don’t hesitate to ask.
Enjoy your meal!

UNIT 10: EXPLAINING THE MENU

S: Good evening! My name is [Your Name], and I’ll be your server today. Have you
had a chance to look at the menu?
G: Not yet. Could you tell us about it?
S: Of course! We have appetizers to start, like our signature [dish name], which is a
guest favorite. For mains, we offer a selection of grilled dishes, pastas, and
vegetarian options. If you’re into seafood, I highly recommend the [seafood dish
name]—it’s fresh and flavorful.”
Guest: That sounds good. What about your specials?
Server: Today, our chef’s special is the [special dish name]. It’s a seasonal dish
made with [key ingredients], and it’s been very popular lately. And we also have a
[dessert special name] for dessert.
Guest: Great! And do you have any vegan options?
Server: Yes, we do! We have a vegan [dish name], made with fresh vegetables and
a delicious sauce.
Guest: Everything sounds so good! It’s hard to choose.
Server: I know. But if you need more time, feel free to ask any questions or let me
know if you need help deciding. I’ll be back in a few minutes to take your order.
G:
S: My pleasure! Enjoy looking through the menu, and just wave if you need me.

UNIT 4: HOUSEKEEPING
Housekeeper: Housekeeping! Good morning, may I come in?”
Guest: Yes, just a moment… Okay, come in.
Housekeeper: Good morning! I hope you’re having a nice day so far. I’m here to
clean your room. Would now be a convenient time?
Guest: Yes, it’s fine. I was just about to head out. Can you clean the room while I’m
gone?
Housekeeper: Of course, no problem at all. Is there anything specific you would like
me to take care of or restock?
Guest: Actually, could you please replace the towels and change the bed linens?
Housekeeper: Yes madam/sir. I’ll change the bed linens and replace the towels for
you. Would you like more toiletries or bottled water as well?
Guest: Yes, please. Could you also bring a couple of extra pillows?
Housekeeper: Certainly, I’ll add a couple of extra pillows for you. And if you’d like, I
can leave some fresh slippers by your bed.
Guest: That would be great. Thank you so much!
Housekeeper: My pleasure. I’ll make sure everything is taken care of. If there’s
anything else you need later, please don’t hesitate to let us know. I hope you have a
pleasant stay with us.

UNIT 6: AIR TRANSFERS

FO: Good evening ma'am. How may I help you?
G: Hello. I need to find a way to the airport tomorrow morning.
FO: Well, there are a number of options available.
G: I understand that there's a bus that goes to the airport from here?
FO: That's right. The stop is on Kent Street.
G: How often does it depart?
FO: If I remember correctly, it runs every half hour from 8 am to 8 pm.
G: That's no good. My plane leaves at 7.
FO: You might be interested in our airport shuttle service. It leaves whenever you
want, and takes you straight to the check-in at the airport.
G:
FO: Of course! What time would you like the car to be ready?
G: My flight is at 7 AM, so I think I should leave around 4 AM.
FO: Great! Would you prefer a sedan or an SUV
G:
FO: I’ll arrange a sedan for 4 AM tomorrow. May I have your room number?
G: ….. Oh, How much does it cost?
FO: It's free. Though tips are always welcomed. I’ve noted that for room 504. I’ll also
have a confirmation slip ready for you in the evening if you’d like to double-check
the details.
G:
FO: My pleasure! If you need anything else, feel free to let me know. Have a
wonderful day!

UNIT 7: EVACUATION
Guest: Hello? Can anyone hear me? I’m stuck in the elevator!
FO: Yes, I can hear you. This is the reception desk. Are you okay in there?
Guest: I’m fine, but the elevator stopped between floors, and the doors won’t open.
What should I do?
FO: Please try to stay calm. We’ve been notified of the issue, and I’m contacting the
maintenance team right now. They’re on their way.
Guest: How long will it take? It’s really stuffy in here.
FO: I understand, and I’m sorry for the inconvenience. The maintenance team
should arrive within the next few minutes. I’ve also notified our technician, and
they’ll be assisting as well.
Guest: Okay, but what if I can’t breathe properly? It’s getting warmer.
FO: I know this is uncomfortable, but rest assured, the elevator has ventilation
systems in place. Please take slow, deep breaths to stay relaxed. Do you have your
phone with you?
Guest: Yes, I do.
FO: Good. You can keep it with you. I’ll stay on the line with you until help arrives.
Guest: Alright… thank you. I’m just a bit nervous.
FO: I completely understand, and I’m here to help you through this. If there’s
anything else I can do to make you feel more comfortable, please let me know.
Guest: No, that’s okay. Thanks for staying with me on the line.
FO: Just keep calm, and we’ll have you out soon.

UNIT 2: LOYALTY PROGRAMS

Guest: Hello, I have a question about your hotel’s loyalty program.
Receptionist: Of course! I’d be happy to help. Are you interested in joining, or would
you like to know more about the benefits?
Guest: I’m already staying here frequently, so I was thinking it might be a good idea
to join. What are the benefits of being a member?
Receptionist: Great to hear you’re considering joining! As a member, you can earn
points for every stay, which can later be redeemed for free nights or room
upgrades. We also offer exclusive discounts, early check-in and late check-out, and
special deals on dining and spa services.
Guest: That sounds nice. How do the points work?
Receptionist: Every time you stay with us, for every dollar spent, you earn 10 points.
Once you accumulate enough points, you can redeem them for free nights, room
upgrades, or other rewards.
Guest: What’s the minimum number of points needed to get a free night?
Receptionist: a standard room can be redeemed for around 10,000 points.
Guest: Got it. Is there a cost to join?
Receptionist: No, joining the loyalty program is completely free. You just need to fill
out a short registration form, and I can help you with that right now if you’re
interested.
Guest: Sure, let’s do it. It sounds like a good deal.
Receptionist: Excellent! I’ll just need a few details to set up your account. Once
you’re registered, you’ll receive a welcome email with all the information.
Guest: Perfect. Thanks for the help!
Receptionist: My pleasure! We’re thrilled to have you join our loyalty program.