Lesson Plan for Telephone Use


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 Used on the Telephone

Whatever you’re doing, there are some expressions that are commonly used.

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 on the Telephone

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.

Dialogue about Taking 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.

Role Play Activity for Telephone Use

Role play the following situations with a partner, one person taking the role of the caller and the
other person taking the role of the callee.

Message 1- A is calling, B is taking message

Information for A XXXXXXXXXXXXXXInformation for B
Name of caller: Warren Keller Reason can’t answer: Out of office
Name of person wanted: Sam Fuller
Reason for call: Meeting canceled
Message: Reschedule for Wednesday at 10:30
Message Memo
Date: _________________________
To: ___________________________
Message: __________________________________________


Message 2- A is calling, B is taking a message

Information for A XXXXXXXXXXXXXXInformation for B
Name of caller: Alice Lynn Reason can’t answer: On another line
Name of person wanted: Choi Sung Hee
Reason for call: Thompson merger
Message: Call office ASAP
Message Memo
Date: _________________________
To: ___________________________
Message: __________________________________________


Other links for for Telephone

Telephone Use
Telephone Dialogue
Speaking on the Telephone Activity

Role Play Activity- On the phone
Role Play Activity- Taking a message
Other Activities: Repeats


For more ideas about teaching in the hotel industry take a look at

Hotel and Resort English

English expressions used on the telephone and for taking messages- Hotel-tefl.com