Occasions for talking on  the telephone with a guest will arise from time to time with hotel staff . 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- Talking on the telephone

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

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.

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 for taking/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.

Practice Activities for talking on the telephone
Remember that one of the best was to improve your English skills is to use the language over and over again. It may sound boring and tedious but it works to make the language readily accessible for use when needed.

1. Role Play

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. For additional practice, switch roles.

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

Role Play, Messages
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 person called. A is calling and leaves message, B is taking message
Information for A Information for B
Name of caller: Warren Keller Name of person called: Sam Fuller
Reason for call:Meeting canceled Reason can’t answer: Out of office
Message: Meeting Reschedule for Wednesday at 10:30
Date: __________ Time: __________
Message:
______________________________________________________________________________________________
______________________________________________________________________________________________
______________________________________________________________________________________________
Role Play, Messages
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 person called. A is calling and leaves message, B is taking message
Information for A Information for B
Name of caller:Alice Lynn Name of person called:Choi Sung Hee
Reason for call:Thompson merger Reason can’t answer: On another line
Message:Call office ASAP
Date: __________ Time: __________
Message:
______________________________________________________________________________________________
______________________________________________________________________________________________
______________________________________________________________________________________________
Role Play, Messages
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 person called. A is calling and leaves message, B is taking message
Information for A Information for B
Name of caller:Bobby Smith Name of person called:Sally Dupont
Reason for call:Dance Reason can’t answer: Went to store
Message:Can’t make it to the dance, call her later
Date: __________ Time: __________
Message:
______________________________________________________________________________________________
______________________________________________________________________________________________
______________________________________________________________________________________________
Role Play, Messages
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 person called. A is calling and leaves message, B is taking message
Information for A Information for B
Name of caller:Randy Goose Name of person called:Sarah Oates
Reason for call:Dance Reason can’t answer:At doctor’s
Message: Bring cookies to party, call her later
Date: __________ Time: __________
Message:
______________________________________________________________________________________________
______________________________________________________________________________________________
______________________________________________________________________________________________

 

Work Sheets for talking on the telephone

Other Links
Telephone Use
Telephone Dialogue
Telephone Activity