extracted_text:
FOCUS: DEALING WITH ROOM BOOKINGS AND
MESSAGES BY PHONE
Part A Good morning, Plaza Hotel, can I help you?
          14.1   PRESENTATION
What does an employee say when answering a phone call from outside?
Good morning / good evening, Plaza Hotel can I help
you?
Hello, Plaza Hotel, can I help you? Hi, Plaza Hotel.
What does an employee say when finishing a phone call?
Goodbye.
Have a
good day.
Thank
you for calling.
          14.2 LISTENING AND
PRONUNCIATION
A guest
phones the Plaza Hotel to book a room.
The hotel can't satisfy the request. The employee
offers an alternative. Listen to the conversation between the employee and the
guest
                              and
circle the correct answer.                                                                            mvcmnav
The guest wants to book:  single room
double room suite with bath with shower for 2 nights 3 nights 4 nights from 9
19 29 March to 1 3 22 31 March The guest accepts:        single room double
room suite
                            The room
will be held until:        5 pm 6 pm 7 pm

Being clear and polite Listen to these sentences and repeat
  them.

What kind of room would you like?      We'll
  need a credit card number and expiry Yes, madam, for how many nights?        date,
  please.
We have no more singles for
  that weekend.                  We'll hold the room until 6 pm.
There are some doubles left.                                       We
  look forward to seeing you on the 1 9th.
Could you
  please confirm that by fax or e-mail?

60
   14.3 LANGUAGE FOCUS AND PRACTICE
Building the conversation
A
guest phones to book a
room. The request, and then offers an alternative. Study the three stages, A, B, C.
A Request: A guest phones the hotel to book a room,
B
Apology:         The
hotel can't satisfy the request.
C
Alternative: The
employee offers an alternative.
Study
the language at each stage, A, B, C.
A
Request:         Hello,
I'd like a single room from the 19th to the 22nd March.
B
Apology:        I'm
sorry we have no more singles for that weekend. C Alternative: There's just one
double left.
This is
part of the tapescript you heard in 14.2. Complete the sentences by writing the
correct word in the spaces. Choose these words yourself.
EMPLOYEE  I'm very                     madam
but we _ nosingles for that weekend.
 GUEST     Oh, that's a pity. _                   _
you have any doubles

EMPLOYEE         Let me see, yes,
madamjust one double left.

 GUEST       And how much
EMPLOYEE                     $130 per
night, notbreakfast.
 GUEST       I see, and the single is
$95. OKbetter          _ _the double then.

EMPLOYEE Right, madam, and yourplease?
 GUEST     It's Mrs Delaporte, that's
D-E-L-A-P-O-R-T-E.
EMPLOYEE Could
vou DleaseVVC              a
card
number anddate, please.
  GUEST      Of
course.
  14.4  PERSONAL JOB FILE
Go to your Job file on page 82. Write down any new words and phrases.
Write down how you begin, and end a telephone conversation in the hotel where
you work. Write a brief conversation between a hotel employee and guest where
the hotel can't offer the guest what they want, but have an alternative.
  14.5 SPEAKING PRACTICE In pairs
Student A: You are the guest. Go to page 1 08 and study
Tapescript 14.2.
Student
B: You are the employee. Go to page 1 08 and study Tapescript 14.2.
Practise
the conversation, first with books open, then books closed. Change roles.
Student A: You are the guest. Go to page 90 and study the information in
Speaking practice 14.5A. Student B: You are the employee. Go to page 95 and
study the information in Speaking practice
14.5B.
Role play the conversation about booking a room by
phone. Change roles.
61
Part B I'm afraid the line is busy, would you like to hold?
         14.6   PRESENTATION
Here
are four situations an employee deals with on the phone.
1       A caller asks to speak to a guest in
room 23.
2       The employee calls the room but the
line is busy.
3       The employee offers to take a
message. 4 The guest asks to leave a message.

What would an employee say in
each case?
A     I'm
sorry there's no answer. Can I take a message?
B     Room 23, I'll put you through.
C     Certainly, I'll make sure they get
the message. D I'm afraid the line is busy.
Match
the situations with the sentences.
         14.7 LISTENING AND PRONUNCIATION
Four different callers are phoning the Plaza Hotel. Listen to the four
conversations and complete the message notes.

Being clear and polite Listen to these sentences and repeat
  them.

I'm afraid the line
  is busy, would you like to Would you like to leave a message? hold? Could you
  spell that, please? I'll put you through. I'll make sure he gets the message.
  There's no answer, can I take a message? I'll give her the message as soon as
  she Just connecting you .            returns.

 62
   14.8 LANGUAGE FOCUS AND PRACTICE
Taking
messages Study these verbs.
10 tal<e (a message) to give (a message)
                   Two-word verbs: to
        someone through to call back to hold on
Complete the dialogues below by writing the correct words in the gaps.
Choose these words yourself.
EMPLOYEEHello, Plaza Hotel, -I help you?
CALLER   Yes, can you -me - to Rosemary James, it's room 213.
EMPLOYEE  I'm afraid theis busy, would you like to CALLER     0K, I'll
EMPLOYEE The line's still -I'm afraid.

CALLER      In that case I'll -a message.

2

CALLER

Good morning, can I -                      room 87, please?

EMPLOYEE

I'm afraid there's no                           can
  I  a message?
3

CALLER

Can 1 -to Pierre Chatry in suite 2, please?

EMPLOYEE

Right, madam, I'll   _  you
  -
There's
  answer, would you like to                            a
  message?
4

EMPLOYEE

Hello, Plaza Hotel, can I help you?

 CALLER   Yes, can you                      me
_                    to Jane Campbell in room 101 ?
you. . Fm sorry, madam, but there's -  reply from her room.
 CALLER     Can
I                       a message?
EMPLOYEE          Yes, of course.
 CALLER       Tell
her to -the office as soon as possible.
EMPLOYEE  Certainly, I'llher the message as soon as she returns. CALLER     Thank you.
   14.9  PERSONAL JOB FILE
Go to your Job file on page 82. Write down any new
words and phrases.
Write
down what an employee, answering the phone, would say in each of the
situations.
14.10  14.10 SPEAKING PRACTICE In pairs
Student
A: You are the caller. Go to pages 1 08—9 and study Tapescript 14.7.
Student B: You are the employee. Go to pages 1 08—9 and study Tapescript
14.7. Practise the conversation. Change roles.
Student A: You are the caller. Go to page 90 and study
the information in Speaking practice 14.10A. Student B: You are the employee.
Go to page 95 and study the information in Speaking practice 14.10B.
Role play the situation. Change roles.
63

14.9

Write down what an employee, answering the phone,
  would say in each of the following situations.
1       The caller wants to speak to a
  guest. The guest is not in his/her room.

2       The caller wants to speak to a
  guest whose line is busy.

3       The employee asks if she/he can
  take a message.

4       The employee asks if the caller
  wants to leave a message.

82

12.5A SPEAKING PRACTICE
Student A Guest

Study
the list of interesting places to visit in New York. Ask the hotel employee for
recommendations and directions.

13.5A SPEAKING PRACTICE
Student A
Ask your partner questions in order to
complete the gaps in the information about the Atlantic Hotel.

Room
Single

Rate

Double
Triple rooms

US$ 220

US$ 380

Extra bed

US$ 70

Atlantic Hotel
1 3.10A SPEAKING PRACTICE
Student A Guest
enqune wnetner Lile 110œ1 can provlae these facilities for different
conferences.
1
A small friendly
room — to seat up to 15 people — OI-IPG — slides — flip charts — loudspeakers
2
A fairly large
room — to seat 120 people — a full simultaneous translation service — sound
equipment — VCR equipment — large screens floral decorations
3
A large range of
sound and audio-visual equipment — slides — overhead projectors — a full range
of secretarial services
14.5A SPEAKING PRACTICE
Student A Guest
Phone and book a room at the Plaza Hotel.
1
Say hello and ask
to book a room.
2
Give details of
the room you'd like.
3
Say how many
nights you'd like the room for.
4
Ask what is
available.
5
Ask the price of
a double room.
6
Accept the double
room and say why you must book a room quickly.
7
 Offer to confirm by e-mail.
8
Offer to send
credit card details.
9
Agree with the
confirmation details. 10 Say goodbye.
14.1 OA SPEAKING PRACTICE
Student A Caller
I A Ask
to speak to Jack Overton in room 782.
B Leave this message: pick up your tickets at the
airport this afternoon.
2       A Ask to speak to Holly Delroy in
suite 1 .
B     Leave this message: the meeting is in
your suite tonight at 7.
3       A Ask to speak to Gunter Becker in
room 23.
B     Leave this message: call Peter in
Rome this evening, urgent.
4       A Ask to speak to Maria Marconi in
room 389.
B     Leave this message: dinner booked at
the Meranda restaurant at 9 pm.

Open buffet breakfast and tax
Prices
are subject to change without prior notice.

90
Speaking practice

to visit.
  Answer the guest's questions. Make recommendations and give directions.
14.5B SPEAKING PRACTICE
Student B Employee
Answer the
  phone and take a booking for a room.
1
  Answer the phone (say 'Hello, Plaza Hotel, can I help you?').
2
  Ask the caller
  what kind of room he/she would like.
3
  Ask how many
  nights.
4
  Check and say
  there are no single rooms available on these dates.
5
  Say that some doubles are available.

4
57th st
Midtown
West
42nd St
34th St

Upper
East
Side
42nd St
34th St

id

Give the price of a double room. 7 Ask for confirmation by
  fax or e-mail.

29th st

1

10

12

29th st

8
  Explain that
  you will need credit card details.
9
  Confirm everything.

23rd st

Chelsea

23rd st

Say goodbye and that you look forward to
  greeting the guest when he/she arrives.
14.10B SPEAKING PRACTICE
Student B Employee
A Say that Jack Overton is not in his room. Offer to take a message. B
  Write down the message.

14th St

14th
  st

A Say that
  there is no reply. Offer to

Central Park

7

Chrysler Building

take a message.

Museum of Modern Art

8

United Nations

B Write down the message.

St Patrickl s Cathedral

9

Empire State Building

A Say that the line is busy. Wait,
  say

4
  Rockefel ler
  Center
5
  Theater District

10
1

Madison Square Garden Main Post Office

the line is still busy, then offer to take a message,
B Write
  down the message.
A Say that Maria Marconi is out.
Offer to take a message.
B Write down the message.

Ti mes Square

12

Carlton Hotel

12.5B SPEAKING PRACTICE
Student B Employee
in New York. Here is part of a street
plan of New York, and a list of interesting places

95
EMPLOYEE Do you
have our conference pack which gives      EMPLOYEE For how many nights, madam?
full details of all the conference
facilities? GUEST  Three nights, from the 19th to the 22nd GUEST
No, in fact.March.
EMPLOYEE We'll send vou one, if vou let me have anEMPLOYEE
I'll iust check. but I think all the singles have address.gone for that
weekend. .. . I'm very sorry,
GUEST Sure and then I'll get back to you with
allmadam, but we have no more singles for that these details. My address isweekend.
GUEST Oh dear, that's a pity. I should have booked
last Guest 2week. Do you have any doubles left?
GUEST Good morning. My name's Mr Thompson, I EMPLOYEE
Let me see, yes, madam, there's just one phoned you a few days
ago for informationdouble left.
about your conference facilities, and you kindlyGUEST
And how much is it?
sent me your conference pack.EMPLOYEE It's $130 per
night, not including breakfast.
EMPLOYEE Yes, hello, Mr Thompson.GUEST I see, and the
single is $95.
GUEST Can I just clarify a few points?EMPLOYEE That's
right,
EMPLOYEE Certainly, sir.GUEST Are you sure that's all
that's left for that GUEST I believe you have a large range of
audio-visualweekend?
equipment.EMPLOYEE
I'm afraid so, there's quite a demand, especially
EMPLOYEE Yes, indeed, we can supply all the latest
audio-for singles, with the conference here that visual equipment.weekend.
GUEST Actually, we will need some large screensGUEST
Yes, of course. I'm going to that conference too. for computer projection, and
of courseOK, I'd better take the double then.
loudspeakers.EMPLOYEE Right, madam, and your name,
please?

EMPLOYEE Yes, sir, again that's no problem. If it's notGUEST
It's Mrs Delaporte, that's D-E-IÄ-P-O-R-T-E. actually in the hotel we can
certainly arrangeEMPLOYEE Could you please confirm that by fax or to get it.    e-mail,
Mrs Delaporte, and we'll need a
GUEST
Good — something else. Can you do a nice  credit card number
and expiry date, please. floral decoration, nothing too elaborate, justGUEST Of
course. qomethinçy t n hit
EMPLOYEE So that's a double room with bath from the
EMPLOYEE Yes, if you'd like to specify what you'd
like19th to the 22nd March. We'll hold the
room we have several different arrangements weuntil 6 pm. We look forward to
seeing you on can offer.the 19th.
GUEST Well, look, perhaps the best thing
is that IGUEST Thank you, goodbye. e-mail all this to you and we can take it
from there.
14.7 EMPLOYEE Do you have our e-mail
address?
1 GUEST Yes, I do, thank you.
EMPLOYEE Hello Plaza Hotel, can I help
you? EMPLOYEE Good, we look forward to hearing from you.
CALLER Yes, can you put me through to Mr Jackson,
it's room 132.
1 4.2
EMPLOYEEI'm afraid the line is busy, would you
like to EMPLOYEE Good morning, Plaza Hotel, can I help you?hold?
GUEST Yes, I phoned last week about a room but ICALLER0K,
I'll hold
didn't book anything. Can I make a
reservation
EMPLOYEEThe line's still busy, I'm
afraid. now?
CALLER I'll leave a message: will you tell Mr Jackson to
EMPLOYEE Certainly, madam, what kind of
room would call Peter at home? you like?
EMPLOYEE Certainly, sir.
GUEST Well, do you still have a single
room with bath from the 19th March?
108

2
C] take room bookings
3
C] put calls through to
guests

4
[2 deal with manager's calls
5
C] take messages
• Listening Working in front office
       1.1 Listen and underline the correct alternative.
1      Caller
1 wants to book a room/speak to a guest.
2      Caller
2 can't speak to the manager as the line's busy/ he's notin his office.
3      Reception
takes a message to say the manager is late/ Mr Cole is late.
4      Caller
3 wants to book a room/table.
5      Caller
4 asks for room 256/296.
6      Reception
tells him there's no answer/the line's busy.
7      Caller
5 for room 745 leaves a message on voicemail/ says he'll call back.
8      Caller
6 for Mrs Perez is told the phone is ringing/ the line's busy.
1.1 Listen again and complete the
sentences.
1
Marina, Anita .................. . Can
2
Just a moment. I'll .      . to reservations.
3
Who
.....................               please?
4
. at the moment. Could .... ...    . a message?
5
I'd like to ..... ...... ..      for dinner.
6
I'm afraid the ................................ .
7
Would you like a message on voicemail? 8 No, thanks. I
.... . later.
4        Unit 1
Dealing with incoming calls
3 Work with a partner to practise the calls. Take
turns to be switchboard (S) and caller (C).
1   S: greet caller
 C:
ask to bookS: put through room      to reservations
2   C: ask to speak
 S:
line busy / offer        C: give phone to manager         to take message number
3   C: ask for  S:
no answer / C: say you'll room 483 offer to take call back message
4   S: greet caller
 C:
say you'll        S: connect call back     to restaurant
• Language study
!
*Expressions to tearn
I'd like to book ...
Just a moment. I'll put you through to .
I'm afraid he's not in his office at the moment.
Could/Can I take a message?
Please hold and I'll connect you to I'm
afraid the line's busy.
There's no answer.
Would you like to leave a message on
voicemail? It's ringing for you.

      ! ZNew words to                                                    Listening
Customer requests

answer                            extra                                reserve

1

G) 1.2 Listen to the call. Are the
  sentences true or false?

arrange                           hold
  (a room)                 ring

1 The guests will arrive tomorrow
  before

book (a room)               hold
  (the line)                run late

      nine
  o'clock.                                                true/false

call back                        make
  a note (of)            try

2 Mrs Carson asks reception to hold the room. true/false

car registration              put
  (sb) through            voicemail

3 She
  requests an extra bed.                               true/false

Glossary
  page 102
! SLanguage check

4      The
  family are travelling by train.   true/false
5
  Mrs Carson wants to reserve parking.          true/false

Can/Could, Would you like to, I'll

7 The car
  registration is TR06FKB.                    true/false

Use Can/Could, Would you like to, I'll to offer help.

2

(D 1.2 Listen again. Number the
  sentences in the order

Examples

they're said in the dialogue.

Can I help you?

C] Would you like to reserve a
  parking space?

Would you like to speak to the
  manager?

b       That's
  fine ... I've made a note ofyour late arrival.

I'll put you through to reservations.

L] Could you hold our room? d Are you
  arriving by car?

Þø*Þ Language review page 86

e      I'll arrange an extra bed in
  your room.

1 You are the receptionist. Complete these offers of help.

f C] Can I have your car
  registration ?

1                                        .
  leave a message?

g C] What name is it, please?

2                                       .
  connect you right away.

h [2 Can I help you with anything
  else?

3                                      .
  I try her room for you?

3

Work with a partner. Practise a
  similar call using these

4                           .
  tell him you're running late.

prompts. Take turns to be
  receptionist and caller.

5                                        .
  speak to reservations?

reservation for double and single /
  late arrival after 10.00 /

6
  I take a message?
7
  give her the message.

parking space

8                                       .
  book a table for lunch?
I'd like to, Can/Could

Activity

Use I'd
  like to and Can/Could for requests.
Examples

Work with a partner, Student A's
  information is here. Student B's information is on page 60.

I'd like to book a room.

You work in front office at the Palace Hotel, Read the

Can you ask them to call me back?

information and deal with the four calls.

Language review page 86

1
  Mrs Black, room 534 —+ line's busy— take a message.
2
  Mr Ruiz, room
  151 —+ try room —+ no answer.

2 Match the incoming calls with the responses.

3 Connect to restaurant.

Incoming calls                        Responses
I @lbook/table for dinner                a
  try/ his office

4 Respond to all requests.

2 aspeak/ manager                             b
  connect / reservations

Example Good afternoon, Palace
  Hotel. speaking. Can/ help you?

3
  C] leave /
  message for Ms Li c put through / her room
4
  aspeak/ Mrs Barras in 745 d connect/ hisvoicemail

Read the information and make four
  calls to the Hotel Mirador.

5 C]b00k/ room                                  e
  put through / restaurant

1 Ask for hotel manager —Y you'll call back later.

6 Oleave / voicemail message f have
  / name and contact

2 Ask for Mrs Clooney, room 382 —+ leave message to call

          for Mr Barnes                              number

you back on 07773 6841263.

Now work with a partner. Use the prompts to make requests

3 You'd like to book a room.

and offer help.

4 Ask for Mrs Banks, room 238 leave
  a message (late for

meeting /
arrive in 45 minutes) —+ ask about parking •
Example ask about booking a table for lunch. A I'd like to book a table
for dinner.
        B
Justa moment. I'll put you through to the restaurant.         Example
Hellõ. Could I speak to the hotel manager.,.?
                                                                                Unit
1 Dealing with incoming calls                                                                                5
18 Telephone communication problems
In this unit you will focus on customer
care deal with difficult communications.

Starter

3

Work with a partner.
  Use the flow chart to practise a call between receptionist and guest.

Good customer care means that we keep
  smiling, even during difficult phone calls. Tick (V) the things you find
  difficult (or think you would find difficult) when communicating in English
  on the phone. Compare with a partner.
[21 don't know what to say.
C] I have to respond quickly to
  questions.
C] People speak with different
  accents.
C] Some people speak very fast.
C] Some people speak very quietly. C] Sometimes there is a bad line.
I get calls in several foreign
  languages.
There are lots of names and numbers to understand.

RECEPTIONIST 4Onswer call.
Ask caller to repeat name.
Ásk caller to spell name.
Åpologizefor bad line.
Ask caller
  to speak up:
22 off motorway / km along road to city centre /

GUEST
'Say who you areo Repeat name.
Spell
  name.
Inform of 9 p.m. arrival (ferry
  delayed).
Repeat arrival time. Ask for directions.

Listening A difficult call

on right);

Ask
  receptionist to speakmore slowly.

1

18.1
  Listen to the call. Do you think the receptionist

epeat directions,

continued to smile? Which of the difficult things above

Ask
  about parking.

did she and the caller have to deal with during the call?

*Say you'll reserv
,varkíng space,

2 G) 18.1 Listen again and complete
  the extracts from

'Thank
  receptionist

the call.

and
  say goodbye.

1 Reception I'm sorry. This is a very .................
  Could. . your name,

say goodbye,

please?
          Guest         Kraus.
  From Berlin.

Now sit back to back and practise
  the call again. Take

2 Reception K-R-A-U-F. . for Foxtrot?
  Guest No, no.. Sierra.

turns to be receptionist and guest.

      3
  Guest         I called earlier ... Our plane .

Language study

delayed.
Reception Yes, Mr Kraus. Your call
  .....

! 'Expressions to learn

      4
  Guest         We'll arrive very late — probably

I'm sorry. This is a very bad line. Could you repeat ,
  please?

           Reception
  Sorry, but I didn't quite .              . that.

Can you
  spell      please?

      5 Guest         Can you ..                         directions
  to

Is that F for Foxtrot?

the hotel?

Don't worry. Your rooms have been
  held.

        Reception I'm sorry. You're
  very ..             Could

Can you speak more slowly, please?

                           you
  .                         . a bit?

Sorry, but I didn't quite catch that.

Thanks
for letting us know.
You're very faint. Could you speak up
a bit?
      38      Unit
18 Telephone communication problems

break down       event                 landline             product
  launch

1

(G)
  18.2 Listen to the conversation and complete Karin's

break up faint (adj) let st) know signal catch get cut off lower case
  speak up

notes.

delay (vb)

Called. Mrs .

Glossary page 102

2

! 'Language check

Da+e/Time oç call. t2+h
  April, 1030

The Passive

        Even+. .                                       3

The Passive (be + past participle) is used when we're more

         Numbers
  planned.                     4

interested in the person or thing affected by the action
  than

                 Da+e 0-f
  even-Yi                 5

who or what did the action.

Cus+omer's email. ......„......

6

Examples
Our plane was delayed. (Something delayed the plane but

sen+.

7

it's not really important what.)

2

G)
  18.2 Listen again and answer the questions.

Your rooms have been held. (The hotel has held the rooms.

Why
  does Karin call Mrs Dekko?

It's obvious it's the hotel holding them.)

Why
  is Mrs Dekko afraid they might get cut off?

To say who or what did the action,
  use by.

What
  does Karin suggest if they do get cut off?

We're waiting for another carto be
  delivered (by the car

What information
  does Mrs Dekko want Karin to send?

rental
  company).

How
  will Karin send the information?

Tip: Don't use by if the subject of
  the active sentence is a

What happens at the end of the
  call?

pronoun or a general word (people, guests, etc.).

3

Write
  a follow-up email to Mrs Dekko. Refer to the

    ! 'New words to use                                           Listening
Communication on the move

Language review page 92
Change these sentences into the
Passive. Use by where appropriate.
1
They will pay Mr
Black's bill tomorrow.
Mr
Black's bill will be paid tomorrow.
2
The receptionist
noted the woman's request.
The woman's request was noted (by the
receptionist).
3
You spell Kraus with an S not an F.
4
The hotel held
the adjoining rooms for Mr Kraus.
5
Guests normally
book parking spaces in advance.
6
Bad weather has
delayed the ferry.
7
The switchboard
logged the call at 6 p.m.
8
He's delivering
the carin half an hour.
9
The receptionist
is going to send the directions in an email attachment.
10
They will provide
a car park exit code at check-in.
information in the call and attach the pdf.
Example Dear
Mrs Dekko
Thank youfor
your enquiry about holding ...
Activity
Work with a partner. Student A's
information is here. Student B's information is on page 64.
You are the caller. Use this information.
• Call the Plaza to confirm your
reservation for three nights.
The line is really bad.
By mistake you say you're arriving on Tuesday not
Thursday. Book a table for dinner for two on the Thursday evening.

You work in the corporate events
  office at the Crown Hotel. Deal with the call. Use this information.
•
  Find out what
  the caller wants.
•
  It's difficult
  to hear. Check the day and date are correct.
•
  The dates are
  fine. Find out more information.
Offerto
  send information via email immediately.
•
  Ask for email address. Check it's correct.
Example I'm sorry, I lost you there
  fora moment. What date did ... ?
          Unit
  18 Telephone communication problems       39

Example Good evening. My name is I have a reservation
Activity
material
From Unit 1, page 5
Read the information and make four calls to the Palace
Hotel.
1
Ask for Mrs Black, room 534 leave message (meet her in lobby at eight
this evening).
2
Ask for Bruno Ruiz, room 151 --4 you'll call back later.
3
You want to book a table for dinner.
4
You have a reservation for tonight (one double room) -+ you want hotel
to hold room (arrive after seven) ask for child's bed in room —Y reserve
parking space -4 you want to book a table for three for dinner,
Example Hello. Could / speak to Mrs Black ...
You work in front office at the Hotel Mirador. Read the
information and deal with the four calls.
T Hotel manager-• no answer— offer
voicemail. 2 Mrs Clooney, room 382 line's busy —+ take message.
3
Put through to reservations,
4
Mrs Banks, Room 238 no answer + offër voicemail take message and
offer to look for Mrs Banks in reception -4 respond to any other requests.
Example Good morning, Hotel Mirador.
speaking. Can / help you?
From Unit 6, page 15
O You
arrive at the Sudari Hotel. Go to reception and check in. Use your own name and
this information.
Room: single, two nights
•     Ask
about: fitness centre / swimming pool ( return of passport.
•     You'd
like a map of the city and to exchange money.
Example Hi. My name's ... . / have a reservation for
...
You work on reception at the Central Hotel. Check in
your guest. Answer any questions. Use this information.
FACILITIES
Lifts and stairs to all floors
Breakfast 7.30—9.30 a.m. in Green Room, next to lift
Dinner 6.30—10.00 p.m. in Blue Room, top floor
Hair salon 10.00 a.m.—6.00 p.m., first floor
Example Good afternoon. Welcome to the Central Hotel.
60 | Activity material
From Unit 2, page 7
Hotel Plaza
LOCATION: The Plaza is a luxurious, modern hotel perfectly located in the
city centre for both the business and leisure traveller. It's lust a few
minutes from the main shopping streets and near many important tourist
attractions. The business district is a short walk from the hotel.
GENERAL FACILITIES: The hotel has 140
ensuite rooms plus ten luxury suites on seven floors. There are two restaurants
and a terrace bar above the gardens. There are lifts to all floors with
disabled access to all amenities. There is a roof garden, swimming pool and
fitness centre free for all guests.
ROOM FACILITIES: All
rooms have air conditioning with minibars, pay-per-view IV, safe deposit boxes,
and bathrooms with showers and separate bath tubs.
Extra beds and baby cots are available on request.
SERVICES: Reception is open 24 hours. Check-in from
14.00. Checkout before 12.00.
Car rental, currency exchange, tour
bookings and gift shops are located inside the reception area. Also there is a
24-hour business centre on the first floor. High-speed, wireless Internet is
available throughout the hotel.
It's easy to get to the
Plaza — a 20-minute transfer on our free shuttle bus from the airport or a
5-minute taxi ride from the railway station. Free car parking is available on
site — contact us to make a reservation.
Room service is 24-hour. Laundry, dry cleaning and
babysitting services are available.
From Unit 7, page 17
Find out if the Crowne Plaza hotel has got these
things.
meeting rooms shuttle bus concierge
swimming pool air conditioning room service beach bar business centre fitness
centre restaurant shops Internet access
Use this information to answer your questions.

•

Sunset Beach Hotel*
140 air-conditioned rooms two restaurants:
  international cuisine / Italian shopping arcade beach bar
15-metre swimming pool

delightful
  gardens
Wí-Fi in lounges and reception
  area beauty salon tour programmes
water sports on hotel lake

From Unit 16, page 35
You work on reception. Use this
information.

     You
are checking in an elderly couple (frequent  guests). When you give
them their key card for room  323, they protest.
     The
room they booked is unavailable tonight. The bathroom has problems/needs
maintenance.
 Apologize and offer a suite on second
floor.
 Sympathize and offer to find another
hotel. Offer free night in 323. Promise transfer
to 123 tomorrow.
Example Could I have your name, please?
You're a restaurant customer. Use
this information.
You arrive at your favourite restaurant, where you booked a table for 7.30.
You always book for 7.30.
 There's no table available.
You don't want to wait 30 minutes.
You're not happy with the service.
 Eventually agree to server's proposals.
Example Yes, the name is ... . We booked a table for
7.30.
From Unit 4, page 11
Make two calls to the Pines/Keys Hotel to make
reservations. Decide what you require first.
call 1 Type of room(s):
Number of nights:
Dates:
Special requirement, e.g. sea view:
Call 2
Day and date of meal: .
Number of people:
Time:
Position in restaurant:
You work on reception at
the Keys/Pines Hotel. You can't give the customer what he/she wants. Decide why
and think of an alternative.

Call 1 (customer wants a room/rooms) Reason
not possible:
Alternative suggestion:
Call 2 (customer wants to book a table in the
restaurant) Reason not possible:
Alternative suggestion:
64  Activity material
From Unit 18, page 39
You work on reception at the Plaza. Deal with the
call. Use this information.
• Find
out what the caller wants.
The line is really bad and they have a
strong accent. Check the name and days are correct.
 You don't have a booking for Tuesday. You do have a     double room for three nights in their
name from        Thursday.
 You don't
understand the request for the restaurant. The restaurant is not
fully booked.
Example I'm sorry, / didn't quite catch that.
You are the caller. Use this information.

You're in a busy airport. Your mobile
phone signal is poor.
 Call the
Crown Hotel to enquire about holding a corporate reception for 250 people on
Saturday 6th June.
Event to start at 6 p.m. with cocktails.
 Large room needed for sit-down dinner. You'd like to read about the Crown's
facilities on the   plane.

Example Hello. Is that the Crown Hotel?
From Unit 19, page 41
You work in the conference and events office of a large
hotel. A customer calls to confirm their booking and ask some questions. Use
this information.
main hall seats 300 hall fully equipped
with multimedia equipment ten breakout rooms (seat 30 people) — can be arranged
as customer prefers all rooms have air conditioning breakout rooms have
flipcharts and whiteboards free wireless broadband in centre refreshments for
breaks and lunch served in adjoining cafeteria cold buffet for lunch
Rates: Day €65 24-hour residential = €155
Example The main hall seats 300 people, theatre-style.

Listening
scripts
UNIT 1
1.1 Working in front office
1
Reception: Hotel Grand Marina, Anita speaking. Can I
help you?
Caller:
I'd like to book a room, please. Reception: Just a moment. I'll put you through
to reservations. Caller: Thanks.
2
Caller: I'd like to speak to the hotel manager.
Reception:
Who's calling, please?
Caller:
Robert Cole.
Reception: I'm afraid he's not in his office at the
moment. Could I take a message?
Caller:
Yes, please. Could you tell him I'm running about 30 minutes late for our
meeting? Reception: OK. I'll give him the message, Mr Cole.
3
Caller: Hello. I'd like to book a table for dinner.
Reception: Certainly. Please hold and I'll connect
you to the restaurant.
Caller:
Thank you
4
Caller:
Can you try room 256, please?
Reception: I'm afraid the line's busy. Can I take a
message?
Caller: Yes er ... Can you ask them to call me back
on 07789 364071?
5
Reception:
Room 745. There's no answer. Would you like to leave a message on voicemail?
Caller: Umm ... No, thanks. I'll call back later.
6
Caller: I'd like to speak to
one of your guests, Silvia Perez. I think she's in room 292.
Reception:
Mrs Perez. ... That's room 293.
I'll put you through. ... It's ringing for you.
Caller: Thank you.
68 Listening scri pts
1.2 Customer requests
Reception: Good evening, Hotel Sofia. How can I help
you?
Caller: Hello. We have a reservation for tomorrow
night, but we'll probably arrive late — after nine oClock. Could you hold our
room?
Reception:
What name is it, please?
Caller:
Carson. Mr and Mrs Carson.
Reception: Carson. Double room. That's fine, Mrs
Carson. I've made a note of your
late
arrival.
Caller: Also our young daughter is now travelling
with us. Could we have a child bed, please?
Reception: Yes, of course.
I'll arrange an extra bed in your room. Can I help you with anything else?
Caller: No, I
don't think so ...
Reception:
Are you arriving by car?
Caller: Oh ...
Yes, we are.
Reception: Would you like to reserve a parking
space?
Caller:
Yes, please.
Reception: Can I have your car registration?
Caller:
It's PR07FCB.
Reception: Thank you. Is there anything else?
Caller:
No. Thanks for all your help.
Reception: You're welcome. We look forward to seeing
you tomorrow evening. Have a good trip.
UNIT 2
2.1 Giving information
Reception:
Good morning, Hotel Grand Marina. Can I help you?
Caller: Oh, hello We have a reservation for
tonight. Um How do you get from the airport to the Grand Marina?
Reception: There's a shuttle bus from the airport
direct to the hotel.
Caller: Oh, good. Where does it leave from?
Reception: The bus stop is just outside the arrivals area, opposite the taxi
rank.
Caller:
Is there.a charge?
Reception: No. We offer a free airport transfer to
all our guests.
Caller:
And how long does it take?
Reception:
About 40 minutes.
Caller: Great. Um ... What about business services?
Is there a business centre?
Reception: Yes. It's on the ground floor, opposite
reception. It's open 24 hours.
Caller: OK. And I'd like to hire a car for a few
days. Can you help with that?
Reception: Yes ... Just come to the car rental desk,
next to reception, when you arrive and we'll arrange that for you.
Caller: Just one more thing ... I'm meeting a client
this evening. Can you recommend a restaurant near the hotel?
Reception: Mm ... I can recommend Gino's — in the
same street. It's very good international cuisine. They have music on the
roof terrace above the restaurant, but inside it's quiet. Caller: Great. Thanks
for your help.
2.2 Services and facilities
The Sofia is a 5-star hotel located very near the city centre,
the indoor shopping mall and the city's main tourist attractions.
We have a 24-hour front desk with express checkout,
airport shuttle service and free parking on site. There's a business centre and
currency exchange, and a car rental and tour desk in reception. There are lifts
and wheelchair access to all floors.
The 60 rooms all have air conditioning,
high-speed Internet access and pay-perview movies on TV. Bathrooms have a
separate bath tub and shower.
There's
an exercise gym and sauna on the first floor ...
UNIT 3
3.1 Taking a room reservation
Reception: Good afternoon, Four Seasons Hotel. Marek
speaking. How can I help? Caller: Oh, hello. I'd like to book accommodation for
a group of six, please. We'll arrive on Sunday the 10th of May and leave on the
15th of May.
Reception: Certainly. Did you say Sunday the 10th?
Saturday is the 10th and Sunday is the 11th.
Caller: Oh, yes, of course! I mean Saturday the 10th.
Reception: OK And what type of rooms would you like?
Caller:
Er, well, we need one double room, one twin room and two single rooms. Reception:
Let me just check our reservations. Umm ... Yes, that's fine.
Reception: Fortunately, they haven't checked in yet.
The porter will come up with you now and transfer your luggage to the correct
rooms.
Man:
Good. Thank you.
Reception: And please accept a complimentary dinner
in the restaurant to make up for the inconvenience. Man: Thank you.
16.2 1'm sure we can sort something
out
1
Reception: You seem upset, madam. Can I help?
Woman: Our flight's been cancelled. They can't get
us on another flight until Thursday. We've nowhere to stay. And I have to be
back at work on Tuesday.
Reception: Try not to worry.
I'm sure we can sort something out. Could you just tell me again what's
happened?
Woman: Our flight back to LA
tomorrow morning has been cancelled. There are no seats available on any flight
until 'Thursday. Reception: Shall I see if we have a room available for the
next two nights?
Woman:
Oh, yes, if you can.
Reception:
OK.  see to it straightaway.
Woman: Thanks.
Reception: You know our
Internet service is free. You could email your office and explain what's
happened. The terminals
are just over there.
Woman: That's a good idea. I'll do that now. Thank
you ..
2
Waitress:
Good evening, sir.
Man: A table for six. In the name of Cecchi.
Waitress: Cecchi? Yes. Er ... your table's not quite ready yet. Would you like
to come through to the bar and I'll take your drinks order?
Man: We did book for eight thirty. We'd like to eat
as soon as possible.
Waitress:
Of course, sir, I quite understand.
I'm
sure your table won't be long.
Man: I hope
not.
Waitress: I'll bring some menus through to you in
the bar. We can take your order from there.
Man: Very well .
Waitress: Please accept a complimentary
champagne cocktail as an apology for the delay.
Man:
Oh ... Very nice.
Waitress: Here are the menus
and the wine list. I'll come back in a few minutes and take your order. The
specials of the day are .
UNIT 17
17.1 Lost property
1
Woman: ... Our luggage hasn't arrived. We
waited ages at the baggage carousel. Then ground staff advised us to register
the cases with the airline as lost.
Reception:
Oh. I'm sorry to hear that. Are the cases labelled?
Woman: Oh, yes. They're clearly labelled. If they
find the luggage this evening, they'll send it to the hotel.
Reception: Can I help? I could contact the
airport for an update. Give me the reference number for the bags and I'll call
them for you.
Woman: No, it's OK. They have my mobile number.
They'd call if they had any information.
Reception:
Yes, you're right.
Woman: It's very frustrating. I only have my
handbag. If the shops were still open, we'd be able to buy a few things.
Reception: There's a local store that's open
till seven. But ... er ... Don't buy anything unless it's urgent. Your bags
will probably turn up later. If you ask your tour rep, she'll advise you.
Suraya will be here in 20 minutes for your welcome meeting.
Woman: OK. We'll go and freshen up before then.
Reception: Let's hope your luggage arrives tonight.
Woman: I hope
so .
2
Reception: When did you last see it? Man: At
passport control. I've lost it somewhere between passport control and here.
Reception: Mm Have you checked all your belongings?
Man:
Yeah. I've looked everywhere.
Reception: Maybe it's on the coach. The driver will
contact the hotel if he finds it.
Man: Mm that's possible. Reception: Perhaps it
fell out of your rucksack. The zip is open.
Man: Oh, you're right. I wonder how long that's been
open. Maybe someone took it. Reception: If staff at the airport find it,
they'll contact lost property.
Man:
If I spoke Turkish, I'd call them.
Reception:
I can call them for you.
Man:
Thanks.
Reception: If they don't have it, the best thing
will be to contact your consulate.
Man: Yes. I'll contact the
consulate if lost property hasn't got it. Ah! ... I changed some money at the
airport. I left my passport on the bank counter. That's it. I'm sure that's what
I did
17.2 Can you call a doctor?
Woman:
Hello, reception?
Reception:
Yes, Louise speaking.
Woman: My
husband needs a doctor. He collapsed when we arrived back in our room. His
chest is hurting.
Reception: Is that Mrs Yamamoto in room 256?
Woman:
Yes, yes. Please hurry.
Reception: I'll call the doctor right away. Our
first aider will come up to see you immediately.
Woman:
Thank you
Reception: ... David, Louise here on reception.
We need your first aid help in room 256. Mr Yamamoto. It sounds like he's
fainted and he's got chest pains. Shall I call a doctor?
David: Er ... no. Call an ambulance. It could
be a heart attack. It's best if we get him checked in hospital.
Reception: OK. Will you go up to 236 now? David: I'm
on my way ...
David: ... How are you feeling, Mr Yamamoto?
Man: Oh, a bit weak and dizzy. My chest hurts
here.
David:
Don't try to move. I'll undo your shirt button so that you can breathe more
easily.
Man:
Thank you.
David: Just lie flat. These pillows can go
under your legs. Er ... Do you feel nauseous at all?
Man: Mmm,
yes, I do. I feel very sick now, David: Right. I'm just going to turn you onto
your side in the recovery position in case you're sick. That's good. Are you
comfortable?
Woman:
Is he going to be alright?
David: I think Mr Yamamoto really needs to be
checked out thoroughly in case it's serious. We've sent for an ambulance. They
should be here in a few minutes.
Woman:
Oh. if you think that's best.
David: Mr Yamamoto, we're going to take you to
hospital to be checked out ..
UNIT 18
18.1 A difficult call
Man: Hello. Is that the Park Hotel? Reception:
Yes. Louise speaking.
Man:
This is Mr Kraus from Berlin.
Reception:
I'm sorry. This is a very bad line.
Could you repeat your name, please? Man: Kraus
from Berlin.
                            Listening scripts   77
Reception:
Can you spell that, please?
Man:
K-R-A-U-S.
Reception: K-R-A-U F. Is that F for Foxtrot?
Man: No, no. It's S for Sierra. We've booked two
double adjoining rooms for tonight.
Reception: Yes. That's right, Mr Kraus. We have your
reservation.
Man: I called earlier. Our plane was delayed.
Reception: Yes, Mr Kraus.
Your call was logged. Don't worry. Your rooms have been held.
Man: Can you speak more slowly, please?
Reception: I said ... Don't worry. Your rooms have been held.
Man: Oh, thank you. We've
been delayed again, I'm afraid. Our hire car's broken down just a few
kilometres from the airport. We're waiting for another car to be delivered.
Reception: Oh,
I am sorry.
Man: We'll arrive very late — probably after eleven.
Reception: Sorry, but I didn't quite catch that.
Man: I said we'll probably arrive after eleven.
Reception:
Thanks for letting us know.
That's fine. The night porter will be here.
Man: We're about 5 kilometres from the airport. Can you give me directions to
the hotel?
Reception: I'm sorry. You're very faint. Could
you speak up a bit? Did you say you're at the airport?
Man: No, no. We're about 5
kilometres from the airport ... on the road to the city centre. Can you tell me
how to find the hotel?
Reception: Oh, right. Yes.
Follow the signs to the city centre for about another 20 kilometres.
Man:
20 kilometres. Yes.
Reception: Then you pass a large park on your right.
Man: Yes.
Reception: We're just after the park, on the left.
Man:
Thank you.
Reception: Would you like me to reserve a parking
space for you?
Man:
Breakfast?
Reception: No. A parking space for your car.
Man:
Oh, yes, please.
Reception:
OK. I'll do that now. You'll be given a car park exit code when you arrive.
Man: Thank you.
78  Listening scripts
Reception: Is there anything else I can help you
with?
Man:
No, no.
Reception: OK.
I hope your car arrives soon .
18.2 Communication on the move
Reception:
Hello. Is that Mrs Dekko?
Woman:
Yes, speaking.
Reception: It's Karin from the Hotel Bristol events
office. I'm returning your call.
Woman: Oh, thanks for calling back. I'm actually on
a train at the moment and the signal isn't very good. We might get cut off.
Reception: OK. If we do get
cut off, get back to me on a landline as soon as you can. Now, how can I help
you?
Woman: My company, PRL, has an important new product
launch at the end of the year and I'm looking for somewhere to hold the launch.
There'll be around 300 delegates.
Reception:
What date did you want?
Woman: Early December. Tuesday, the 5th of December.
Reception: I'm sorry, I just
lost you there for a moment. What date did you say? Woman: Tuesday, the 5th of
December.
Reception: Er ... Yes. That date's good for us. Our main
conference suite is available. Woman: Oh, good. Could you send me some
information — details about your facilities, costs, some ideas for catering,
etcetera. I've got my laptop with me ... so something I can read on the train
now would be very helpful.
Reception: Of course. I'll send you a pdf of our
events brochure. That'll give you some idea of what we can offer. What's your
email address?
Woman: It's
cristinadekko@prl.es. So ... C-R-I-S-T-I-N-A-D-E-K-K-O, at, P-R-L, dot E-S.
Reception: I'll just read that back to you:
C-R-I-S-T-I-N-A-D-E-K-K-O, at, P-R-L, dot E-S.
Woman:
Perfect.
Reception: Right. I'll email you the brochure right
away. ... Oh, you're breaking
up .
Woman: I'll phone you from a landline tomorrow.
Thanks for ...
UNIT 19
19.1 A tour of the conference suite
Man:
... Nice to meet you, Mrs Tuttle. I'll
take you over to the conference suite and show you
round.
Woman: Thanks ... Oh ... I've got about half an hour
...
Man: Fine. We can discuss any details over the phone
or by email. ... Well, it's a purpose-built centre with a full-time service
team.
Woman: Good. We've got some international
delegates coming. They generally have lots of requests.
Man: Oh ... that's fine. There are ... er ... nine
meeting rooms altogether, of various sizes. Everything is on the ground floor
and all the rooms have air conditioning and natural daylight.
Woman: Right.
Man:
So, this is the conference reception. Woman: Mmm very nice.
Man: Now, this first room on the right is the main
hall.
Woman: Ah good. How many can it seat? Man: It will
easily seat 200 for your plenary sessions and it'll be fine for your reception.
Woman: OK. Now, what about the breakout rooms?
Man: Well, they vary in size. There are three big
ones like this.
Woman: Mm .
Man: Seating capacity depends on layout. Boardroom
style they seat 30 comfortably. We can lay them out however you'd like —
boardroom, U-shaped, classroom ...
Woman: Actually, we might want to change the layout
for different sessions ...
Man: No problem. Just give
us your programme. ... Then there are these three smaller adjoining rooms. They
seat around 15 boardroom style.
Woman: Mm ...
OK.
Man: All the breakout rooms have flipcharts and
whiteboards.
Woman: Right.
Man:
Then with the two final rooms you have ... er ... the option of partitioning
them with the sliding doors or having two large rooms. Woman: I see.
Man: The big rooms easily seat 50 classroom style.
Now, if we go back along the corridor, I'll just show you the restaurant .

More words to use

Attractions, festivals and customs

Food
    preparation

art shop

dome

originate

tradition

baby's bottle

discard

moisten

soak

blossom

excursion

parade

traditionally

beat

food allergy

peel

sprinkle

celebrate

festival

raft

trekking

blanch

grate

purée

squeeze

costume

lantern

religious

waterfront

blend

julienne

roll

stir

cottage

mask

signify

well

chop

mash

shred

courtyard

minaret

skyscraper

windmill

diet

mince

simmer

dancing

mosque

tearoom

wind turbine

Hotel facilities

cot (US crib) fitness centre hair dryer hair Salon

iron jacuzzi lift (US elevator)
  lobby

safe deposit box suite

Hotet services

babysitting dry cleaning laundry

luggage storage
  pre-book

room
  service wake-up service

Health,zsafety and security

bandage
choke explosion firearms
flood

hurricane identity badge inspection
  plaster poisonous

pulse sensor
tornado unconscious

currencies

Australian
  dollar
Chilean
  peso
Croatian
  kuna
Czech
  koruna
Egyptian pound

Indian
  rupee
Iranian rial Moroccan dirhan polish zloty
Serbian dinar

Swedish
  krona
Swiss franc
Turkish new lira
Venezuelan bolivar
Vietnamese dong

Disabilities and

           (food) dish          musician                temple

Conferences
and events

           anniversary              handout                              schedule
auditorium interactive whiteboard state of the art AV
equipment microphone          wake golden wedding         rostrum  wall-mounted
bleeding deaf nosebleed blind dislocation sprain burn fracture strain

clinic

guide dog

walking stick

Further items on the room attendant's trolley:

convulsion(s)

hearing aid

wheelchair bound

bath mat                                                 hand
  towel

crutches

lame

wound

bath robe                                 pencils/pens

Drink

                                                                                bath
sheet                                          Please Service notice

breathe

screw top

bath towel

room service menu

chambrer

sediment

Do Not Disturb notice

sewing kit

cork

sommelier

duvet cover

shoe shine cloth

corkscrew

Vintage

face cloth

shower cap

plastic
  cork

guest notepaper and envelopes

  100  More words to use
Dealing
with incoming calls
1 Complete
the crossword using the clues.     Across
2 A phone line already in use is
8
Calls
are answered and connected here in a big hotel. (l l)
Il
If nobody answers, you can leave one of these with reception. (7)
14 You can do
this if the line is engaged. (4, 4)
15 One moment. I'll ....the manager's officefor you. (3)
16 The
department that deals with bookings. (12)
Down
1 All incoming calls have to be ..............
. to the right person. (3, 7)
3 The
receptionist asks the guest for this to book a parking space. (3, 12)
4 The reception team works in here. (5, 6)
5 Pick up the
phone when it rings. (6)
6 Noise the
phone makes for attention. (4)
7 You can leave a phone message on this
service. (9)
9
Opposite
of early. (4)
10 Organize a service for the guest. (7)
12  Families often request one of these in their
room. (5, 3)
13  Late
arrivals ask reception to .    their rooms. (4)

2 Use each word or phrase once to complete
  the text.

3 Put the
  words in the correct order to make offers of help.

running late put calls through hold their rooms

switchboard makes a note arrange

connects hold the line

1 to reservations / through / put / you / I'll
I'l!.2L1t.y.ou th.rougþ.to reservations.

Jessica
  works on the hotel .... switchboard.... I at the
Como Hotel in Milan. Most of the time, she
  can

3

you / for
  dinner / can / a table / book / I?

                                                                                .2 to the different hotel
  departments or the guests' rooms. She just asks the callers to

4

I / a message / take / could?

                  3 while she. 4
the
  calls. Sometimes, guests call to ask for a child's

5

of / request / a note / I'll / make / your

bed in their room. Jessica asks
  housekeeping
to .     5
  this. Guests who are

6

speak /
  would / to the duty manager / to / like / you?

                                                                                .6 often call to inform
  reception. Jessica asks reception to .............. .7 . If there's

7

his
  voicemail / connect / I'll / to / you

2 like /
you / reserve / would / a parking space / to?

a call for the manager and he's
  not in his office, she

8

hold the
  line / connect / please / his room / you / to /

                   8 of any message and leaves it on

and
  I'll

his desk.

4   Unit 1 Dealing with incoming calls
4    Match sentences 1—8 with responses
a—h.
           Can I speak to Mrs da
Costa in room 442, please?          a Can I leave a message?
              Would
you like to leave a message for your brother?           b No. It's all right.
I'll call back later.
           I'd
like to speak to the duty manager.                               One moment. I'll put you through to
her room.
            Could you inform
reception that we'll probably    d Just a moment. I'll connect you with their
voicemail.

arrive late?

e

Of course. I'll make sure we hold your room.

5

We'd like to have an extra bed in
  our room for

f

Please hold a moment. I'll connect you to the restaurant.

our son.

                  there's
        answer          his office.

g   I'm afraid no from 6Can I leave a
message for room 211 ?
h   I'll inform housekeeping. They'll
arrange that for you. 7I'm afraid the line's busy.
8I'd like to book a table for dinner on Saturday
evening.

5    What number should you call?

1

Guests would like you to book them a table for

2daea.d.e HOTEL
INTERNAL CALLS

2

dinner.
You want to check that rooms on the
  second floor have been cleaned.

220

Reservations
  manager .. Restaurant .

620
220

3

You'd like to call the airport to find out when the

Kitchen .

120

flight from New York arrives.

Housekeeping . Reception.

540
600

4

You want to give the guests in room Ill a message.

Room service.....

580

5

You want to talk to the chef about a food request

Rooms .

dial room number

from a guest.

Beauty salon .
Security

350
.700

6

Some guests would like a sandwich in their room.

Conference manager....

800

7

Guests would like to stay for five nights not four.

Central
  bar..
EXTERNAL
  CALLS
Dial 9 and wait for the dialling tone. Then dial the number you want.

.240

8

You want to order drinks for guests
  waiting at reception.

6 There is one mistake in each
  sentence. Write the

sentences correctly in your notebook.

definitions.

hang up operator

outside
  line local call

dial tone long distance call

beep directory

2

Would like you to leave a message?

3

Can give me your car registration, please?

1

Book of telephone numbers.

directory

4

I like to reserve a table for
  lunch, please.

2
3

A call to someone in the same area.
The
  noise before you leave a voicemail message.

5

I'll a parking space book for you.

4

You need one to make a call outside the hotel

6

You would tell her I'm running late
  for our meeting?

from a hotel room phone.

7

Can I you help with anything else?

5
6
7
8

A call to another part of the
  country.
Put the phone down.
The noise you need to hear before you enter a
  number.
Person who helps you to make a call.

1 Could have I a contact number? Could
I have a contact number?
                                                                                Unit
1 Dealing with incoming calls                                                                                5

1

Use each verb once with one of the prepositions to match the
  definitions 1 —6.

3

Telephone communication

break call cut break speak read

up down off back

2

I

stop
  working                                break down

2

return
  someone's phone call

3

lose clear phone communication

3

4

talk more loudly

5

repeat important spoken information

4

6

be disconnected

5

2

Complete the sentences with the correct form of the two-

part verbs from exercise 1.

6

1

I asked her to ......... speak— her voice was so faint I
  couldn't hear what she was saying.

2

He was
  giving me his details when we were suddenly
                            .
  and I had to call again.

4

3

If a hire car, the company will get
  a new one to you straightaway.

1

4

The signal is really weak here. I
  ' Il                                                                                you                                                                                from
  a landline in about an hour.

2

5

When you
  give your address over the phone, ask the other person to it . to you.

6

I'm afraid the signal is .............. .. at the moment. Can you repeat
  that, please?

3

1
4
5
6
7
problems
Complete
the sentences with the correct Active or Passive form of the verbs in brackets.
The receptionist ..... ...... told . (tell) them
that their rooms would .     be held  .. (hold).
The signal ....... (be) weak and they
. (cut off) in the middle of a conversation.
Our flight. (just delay), so we
. (arrive) at 8 p.m. instead of 6 p.m.
. (that spell) with F for Foxtrot? The receptionist .........give) very good directions, but the
motorway ...... (close) because of an accident.
Guests
............... . . . (usually send) a confirmation email when they ............ (book) online.
Rewrite the sentences in the Passive but do not say who
did the action.
They asked the
receptionist a lot of difficult questions. wes asked a lot
Qfdifiçul! .quç$j.on§. Is the hotel giving the guest flowers and
champagne to make up for the mistake?

Did the
receptionist offer her another room with a balcony and sea view?

The conference organizer asked the delegates to
register their attendance.

The organizers have planned for the event to finish at
five o'clock.

The
porters will take all the luggage to the guests' rooms.

You spell his name P-E-T-E-R-S-E-N.

     38      Unit
18 Telephone communication problems
5 What
expressions can you use to help with a difficult call in these situations?
I You can't hear the caller very clearly. You'rç vç.ry.fg.in(.
2
Someone is speaking too
fast. Could you .
3
It's difficult to
understand what someone is saying, so you want to hear it again.
Could you
4
The line is not good.
I'm ., this .
5
You missed the person's
name.
     I'm .                    , I
didn't ....

6
You want to be sure you
have written the name correctly.

1

extension

coverage

signal range

roaming

the others
  are mobile service

2

crackling

noise

signal

interference

3

landline

mobile

cell phone

satellite phone

4

handset

receiver

engaged

hands-free set

5

beep

ringing

dial tone

charger

6

voicemail

letter

email

text message

Unit
18 Telephone communication problems
Answer
key

Unit 1
1 Across

5

Model answers

3

Where would you like to
  sit? This table's got an excellent view _

To get from the airport to the hotel, take the shuttle

call back

bus from the buç stop just
  outside the arrivals door.

4

A: Have you got a car? B: Yes, I have. It's parked at

2 busy

14

2

The hotel is located i" the city centre, next to the

the side door.

8 switchboard

15
16

try reservations

railway station. There's a park nearby.

5

We can't lind your coat. It isn't in the cloakroom.

Il message Down

3

The rooms are ensuite
  with air conditioning, wireless Internet access and a minibar. The

6

I'm                         but I don't know when the ferry's leaving.

 put through

7

voicemail

bathrooms all have separate tubs and
  showers.

5

come from

3 car registration

9

late

4

The hotel offers a 24-hour reception service and

2

Do they                Croatia?

4 front office

10

arrange

free car parking. There's a currency exchange in

3

Are you looking for a single room?

5 answer

12

extra bed

          a car rental service and a tour
  desk.

4

Do you always enjoy eating at the Pyramid

6 ring

1.3

hold

There's also a hair salon on site.

5

restaurant?
Is the hotel closing for one week in }anuary?

        put calls through           6 running
late                     6                6 Does the room rate include breakfast?
3
hold the line  7
hold their rooms

s B K
B
N s L
U
F

D
F
Y
N
G

F
G Y o
H
A
P

s o o

A
D

M z s
A
F T
E

E s

Y
U
x

H

H
A
R D R
E
R
L

Y c
A
N
N

                                                                                x
D L                7 Are you redecorating the bedrooms?
4
connects       8
makes a noteB8 Do you have any tables at the window?
P
5
arrangev
6
2 'm just checking          6
are eating
       Would you like to reserve a parking
space?                                                                       N        N
c                    decorate                     7 tastes
3     Can I book you a table for dinner?c c               3              m
working 8 doesn 't cost
4
4     Could I take a message? A           speaks
5     I'll make a note of your request.U R c              5
6     Would you like to speak to the duty
manager?  P R U       7  available             4 same
7     I'll connect you to his voicemail.A o
z             2 different 5 following
8     Please hold the line and I'll connect
you to hisR R            z              3 busy      6 comfortable
room.Y K G  o s E R v
4   2 b 3 g 4 e 5 h 6 dBA x L Ev s c            Unit 5
5   2 540 6 580       K R          1  recipient             6 enclose 11
sincerely
3     9 Y airport number         7 620       2
brochure 7 spaced  12 amendment
4     11 1              8 240       Unit         8
tone      13 attach
3
3 enquire
4
regards
5
120           9
acronym 14 polite
        Would you like .                                                         I
expiry date, security number                                          5
abbreviation 10 Madam
                             3 Can you
give me your .2 rate, double                                                                                missing
word: correspondence
                                  I'd like to reserve3 change, twin, single                                                                         2
 false - He's travelting with 20 musicians.
5     I 'l) book a parking space tor you.    •1
cancel  3 true - He wants 10 know about the hotel's location,  Would you tell her , .. 2d lr, e 13      true - Ifs ten minutes from the
centre.
           7 Can I help you with .k12 19                    n 10 018                        5
false  They are sending details oftheic conference
        local call                       hang up                                 3
2 from 3 until 4 during 5 011 6 on 7 by                           facilities.                   the
Formosa Hotel.
3    beep               dial tone 8 on 9 for 10 from 11 to            6
true - She signs the letter from
4    outside line    8 operator 7 false -
She ends the letter with Yours sincerely.
5    long distance call            4 1 at,
in   2 in, X, ill, at            3 on, X, at, at            2 Use greetings and
endings as yon would in a letter.
3
          5 1 62                                5
0044 (0)1555 222 390           3 Use short and clear sentences.
         Unit 2                                                                        2
£130                           6 yes                                4
Write in paragraphs and leave a space between
3
£90 per
person           7 wedding paragraphs.

receive

reception

reserve

reserva tion

confirm

confirmation

inform

information

accommodate

accommodation

locate

location

cancel

cancellation

I accommodation
2
  information
3
  cancel
4
  location

5
  reserve
6
  reception
7
  confirm

I car rental taxi rank 4 no 5 You can
write numbers (1-10) in emails. currency exchange tourist attraction 6 Verb
Noun 6 Don't use capital letters to make a point. gift shop airport transfer7
Don't use acronyms or abbreviations.
     hair salon                                                                                bus
stop8 A Iways check your emails for spelling, punctuation
      Internet access                                                                         parking
spaceand tone.
     shuttle bus                                                                                4
a 6/7         b 10                    d 7/6
 car rental 6 tourist attraction 3 parking space 7 airport transfer5
Model answer
4
I nternet access              8
gift shop
5
business centreSubject:
booking change
Dear Ms Mendez  above the reception desk  Thank you for your email.
3 behind
the reception deskRegarding your change of dates, we are unable to offer 4 next
to the stairsyou accommodation at our hotel from 2nd to t 0th
5 between the
man and the womanAugust. However, we can Offer you accommodation at 6 in front
ofthe family/sofaour partner hotel nearby. I am attaching a copy of the

8

at the bottom of the stairs
There's a shuttle bus direct from
  the airport to the hotel/the hotel to the airport.

1

Unit 4

Best regards
Ivan Garcia
Reservations, Hotel Golden Beach

3

The hotel offers a free airport
  transfer.

2

2

view of harbour         5
  overlooking the garden

6

4

All the rooms have Internet access.

3

fully booked              6
  restaurant bookings

5

The car rental desk in reception
  will arrange that

4

partner hotel

for you.

3

2

Unit 6

6

There's a fitness centre aud
  swinillling pool on

I

2 voucher                       6
  passpolt n umber

site.

4

I'm afraid you cau'l smoke anywhere in the hotel

3 home address                7 sign

7

All the bathrooms have separate tubs aml

building.

 arrival date                    key card

showers,

2

I'm not working tomorrow, but my colleague'Jl

5 departure date

8

J can recommend the Indian
  restaurant at the end ofthe street,

help you.

2

7 under the tablebrochure of the
hotel.
     60        Answer key

          Unit 17                                                                7
Suggested answers                                                        7Chilean
peso                  9 Polish zloty
1
labelled         7
airline    2 signal the reception of a mobile phone; theCroatian kuna          10
Serbian dinar others
3     ground slathfaint             are
noise problems on a phone line)Czech koruna       I lSwedish krona
       'l reference number          9
emergency                            3 landline a lixed phone IWIwork: the
others are             5 Egyptian pound         12 Swiss franc
5     replacement   10 heart attack          mobile
networks)     6 Indian rupee          1 3 Turkish new lira
6

all your belongings 4
engaged to do with the line: the others are 7 Iranian r;alVenezuelan bolivar
equipment) 8 Nloroccan dirhan 15 Vietnamese dong
2
2 h 3 d 4 g
5 a 6 f5 charger used tor charging mobile phones: the
3
Suggested
answers         others are phone tones)             Unit 21
Your rucksack won't be secure unless
you close 6 letter (= the only non-electronic form of the zip. communication) 1
2 e 3 b 4 g 5 k
7 j 8 a 9f
b If the zip wasn't closed properly,
somebody10 h 1 1 d
3     a I would won't steal call an from
ambulance me. unless it's serious. Unit 19 2 2 zero tolerance 6 Roll out b If
an elderly person collapsed in the lobby, I'd I Across 3 contamination 7
roughly call an ambulance. 3 sliding 8 refreshments 14 partition 4 hazard 8
overlapping, glaze
4     a If you take a phrasebook, it will
help you with 5 delegate 12 breakout room 15 multimedia 5 stiff difficult
situations. 6 flipchart 13 various 3 2 Wearing a cap in the kitchen is
compulsory. b If they spoke the language, it would be easier to Down 3 Always
wear hygienic clothing.
explain.plenary 7 purpose-built I l
boardroom 4 You can't wear jewellery in the kitchen. 5 a I won't buy anything
unless it's really urgent. 2 capacity 9 quote 5 Long hair must be tied back.
        b If I were you, I'd wait to
speak to your tour rep.            4 daylight        10 layout                                    6
It's important to report all infections and illnesses.
         Not enough blood circulates to the brain.                  2
2 plenary            4 daylight            6 purpose-built 78 All Never work
wash surfaces hands have in the to food be scrubbed preparation at the
areas.end of
      2 dizzy and disorientated                                               3
layout            5 sliding             7 capacity
4     lying to make down sure with enough
feet raisedblood gets to the brain              3 2 take, show          6
style, comfortably  2 mustn't each shift.handle      6 have to be stored 3
5     You can make sure they are warm, in a
3 discuss, over, by 7 breakout, whiteboards 3 needn't clean 7 mustn't use
comfortable position and covered with a blanket. 4 many, it seat 8 easily 4 has
to wash 8 needn't wear
6     'l hey could choke.          5
Seating, depends on 5 Do we have to mop
7     on their side in
8     It will prevent them the recovery from
choking positionif they're sick- Model The main answerhall has a capacity  for
receptions. Its 5 2 30%Internet and mobile phone technology
9     call an ambulance           seating
capacity is 300,             3 It's often a customer's first impression of a 5
Across  There are 10 meeting rooms of various sizes. They              restaurant.
      3 plaster                       10
convulsion                         can be E set up boardroom,
U-shaped or classroom             4 to keep it updated and make sure you      do
that
      5 nose bleed                  I
l fracture                              style. lhey all have LCD projectors,
flipcharts and                 yourself
choke              13
pulse   whiteboards.            5 Because people go there looking for
restaurants. 8 dislocation   wound     Bullet lunches are available in the
cafeteria.            Facebook is for making contact with friends.
Down                                                                          The
day delegate rate is $80 per person. The     6 An online discussion on the
website means that residential rate is
      I bleeding                      9
sprain                                                          $240 per
person.                           restaurants can respond 10 negative comments
and
2 strain 10 clinic 5 Suggested answers
criticism, explain any changes they make and invite unconscious 12 burn 2
All/Righl 5 Actually 8 Well customers back.

      7 bandage                                                                     3
Now              6 well                 9 actually            7 promote a menu,
ialk about suppliers and green

Unit 18

6

2
  rostrum
3
  is spacious

7
  handout
8
  schedule

8 post updates, promote 'dish of the day', take takea way orders

1

2

call back        4 speak up           6
  cutoff

4 microphone

9 interactive

6

3

break up        5 read back

5 wall-mounted

whi teboard

3

cut off 4 call back 6 breaking up
  breaks down 5 read . , , back

6 AV equipment

10 state-of-the-art

Unit 22

was, were cut off

Unit 20

1

2
3

He's fòiding the bedspread.
She's squirting toilet cleaner into the bowl.

3

has just been delayed, arrive

1

2 forgeries

6 overcharged

4

She's flushing the toilet.

4
5

Is that spelt gave, was closed

3 exchange rate

7 swipe

5

He's wiping the basin.

6

are usually sent, book

4
  account
5
  itemized

8
  supplement
9
  queries

6
7

She's replenishing the toiletries. He's polishing the
  table.

Is the guest being given flowers and champagne to

2

2 is worth          5

handles           8 invalid

8

She's dusting the TV.

make up for the mistake?

3 amount           6

PIN

2

2

liner              5 wedge              S
  bedspread

3

Was she another room with a balcony and sea view?

4 owe               7

payment

3

linen             6 upholstery

4

The delegates were asked to register their

3

2 g 3 f 4 d 5 b 6 a

4

knot              7 soiled

attendance.

4

                                                          f

3

2

Re careful in case there's anything sharp.

5

The event has been planned to finish
  at five o'clock.

            10 g I

3

Always throw away anything that
  looks like it's been used.

6

All the luggage will be taken to the guests' rooms.

5

2

nine hundred and twenty-three

4

Start here and damp wipe al_l the surfaces.

7

His name is spelt P-E-T-E-R-s-E-N.

3

fifteen thousand

5

Dust the inside of all the drawers and the wardrobe

Could you speak more slowly, please?

4

tòur hundred and ninety
  thousand, three hundred and sixteen

6

shelf.
Now just smooth the bedspread so it's straight.

3

Could you repeat that, please?

5

five million one hundred and six

4

rm sorry, this is a very bad line

6

twenty euros eighty cents

4

has . shampooed

5
6

I'm sorry, [ didn't catch your name.
Could you spell Ihal for me, please?

(one) hundred and
  twenty-five dollars and fifty five cents

3
4

had   refurbished had   replaced

native speakers, especially business people

8

one euro is worth one US dollar and
  IllirtyAiv

5
6

are having/will have done is having
  refitted

2

Ask the person to speak slowly.

cenls

7

has had made

3

6

Repeal all
  spell letters and numbers.
We hope the next sentence will help us understand
  what lhe person is lathing about, Say a sentence or lwo in your own language.
It may appear rude — especially to a
  customer.

6

2

false 3 true
  true                        false

is havinWwill have . installed
                      Answer
  key         63

4

Right   7 So         10 Good   issues,
adveÅise special offers

5     lálse    7 làlse
6     Iruc    8 true

file_name: Telephone calls.pdf

alt: FOCUS: DEALING WITH ROOM BOOKINGS

alt: A guest phones to book a room

alt: LANGUAGE FOCUS AND PRACTICE

alt: A SPEAKING PRACTICE Student A

alt: B Leave this message: call

alt: C] take room bookings 3

alt: S: greet caller C: say you'll

alt: Listening A difficult call on right);

alt: Could I take a message? Caller:

alt: Reception: Certainly. Did you say

alt: Woman: Thank you Reception:

alt: A phone line already in use is 8

alt: She just asks the callers to 4

alt: What number should you call? 1

alt: Would like you to leave a message? 3

alt: Complete the sentences with the correct

alt: Do you always enjoy eating at the

alt: You can make sure they are warm, in a 3 discuss, over, by 7 breakout, whiteboards 3 needn't clean 7 mustn't use comfortable position and…

alt: Repeal all spell letters and numbers

title: Сборник упражнений по теме "Telephone Calls" с ответами


extracted_text:
Сентябрь

центры,
   клубы

допол.
образов.

традиции

культур.-досугов

конкурсы

детская
   организ.
учен.сам.

службы,
специалисты

Кл.
   рук.

воспитание
  гражданственности, патриотизма, уважения к правам и обязанностям человека

15.09 Православный
  молодежный слет Мичуринской епархии

вовлечение учащихся
  в детские объединения, секции, клубы по интересам

Формирование ДЮП, ЮИД,
  ЮДП, волонтерских отрядов, юнармейских отрядов

Всероссийские акция
  по футболу 5х5 «Уличный красава»

Урок «Моя малая
  Родина» с участием многодетных семей, известных и авторитетных людей,
  почетных граждан
Посещение воинских частей

Военно-спортивная
  игра «В зоне повышенного внимания»
Региональный
  смотр-фестиваль «О доблестях, о подвиге, о славе…»

Выборы председателя
  Ученического совета

13 сентября
день рождения Зои
  Космодемьянской (1923-1941), партизанки, Героя Советского Союза

День Бородинского
  сражения 08.09 (26.08.1812)
День победы русских
  полков во главе с великим князем Дмитрием Донским над монголо-татарскими
  войсками в Куликовой битве 21.09 (08.09.1380)

«РоссиЯ: моя малая
  Родина, моя семья, моя судьба»

Урок Победы
  (02.09.2019)

Встреча с
  участниками войны

Классный час
« Веков
  связующая нить»

воспитание
  социальной ответственности и компетентности

Акция «Мак-2019»

Составление
  графиков дежурств на 1-е полугодие

Учет детей, не
  приступивших к занятиям
Составление базы
  данных «Социальный паспорт школы»

Родительское
  собрание

Начало
  учебного года

воспитание
  нравственных чувств, убеждений, этического сознания

01.09 – День Знаний
08.09 – День п.Первомайский

27.09 – День рождения
  Тамбовской области

Открытая
  всероссийская интеллектуальная олимпиада школьников «Наше наследие»

8 сентября Международный день
  распространения грамотности

Беседы с учащимися
  «Правила поведения в общественных местах»

Беседа
  на тему «Информация, несущая вред»

воспитание
  экологической культуры, культуры здорового и безопасного образа жизни

Кросс нации
Всероссийский этап
  Всероссийских спортивных игр школьников «Президентские спортивные игры»

акция «Внимание –
  дети!»

Областной День
  здоровья и спорта
11.09 – Всероссийский
  день трезвости

Областные
  соревнования «Безопасное колесо»

Областной
  туристско-спортивный слет «Школа безопасности»

Экологический марафон
  «Тамбовский край – мой чистый дом»

Областной
  экологический субботник «Зеленая Россия»

месячник пожарной
  безопасности «Останови огонь»
Беседы о ЗОЖ
День солидарности в
  борьбе с терроризмом (03.09)
Неделя безопасности
  (02-08.09)

Классный час «Интернет
  помощник, друг и враг»

воспитание
  трудолюбия, сознательного, творческого отношения к образованию, труду и
  жизни, подготовка к сознательному выбору профессии

Внутришкольные
  олимпиады по предметам

Областной смотр
  конкурс на лучшую организацию учебно-опытной работы на пришкольном участке
Областная выставка
  «Юннат – 2019»

Акция «Чистый город»
  (благоустройство территории школы)
Всемирный день
  чистоты
Эко-марафон «Спаси
  дерево»

«Моя будущая
  профессия»
Проведение работы
  по профориентации учащихся с представителями центра занятости
Акция «Дни
  финансовой грамотности»

Создание школьного
  банка информации по трудоустройству выпускников
Уроки
  энергосбережения «Вместе ярче»

воспитание
  ценностного отношения к  прекрасному, формирование основ эстетической
  культуры – эстетическое воспитание

Посещение музеев
  г.Тамбова, г.Мичуринск

Выставка
  сельскохозяйственной продукции «Дары осени»

Организация и
  проведение походов выходного дня, экскурсии по памятным и святым местам

Октябрь

центры,
   клубы

допол.
образов.

традиции

культур.-досугов

конкурсы

детская
   организ.
учен.сам.

 службы,
специалисты

Кл.
   рук.

воспитание
  гражданственности, патриотизма, уважения к правам и обязанностям человека

Акция «Свет в окне»

Посещение воинских
  частей

4 октября День гражданской обороны

Беседа «Подросток и
  закон»

Классный час
« Мы и закон»

воспитание
  социальной ответственности и компетентности

Акция «Мак-2019»

День самоуправления
  «Учимся управлять»

Конкурс рисунков и плакатов среди
обучающихся 8
  класса «День учителя»

воспитание
  нравственных чувств, убеждений, этического сознания

Осенний бал
  старшеклассников

День Учителя
  «Примите наши поздравления» (04.10)

Конкурс «Вифлеемская
  звезда»
Областной конкурс
  рисунков «Красота божьего мира»
Конкурс творческих
  работ «Подвиг души и духа»
Межмуниципальный конкурс
  хоровых коллективов «Покровская ярмарка»

Тематические
  мероприятия, посвященные Дню пожилых людей (1.10)

Акция милосердия ко
  дню пожилого человека.

воспитание
  экологической культуры, культуры здорового и безопасного образа жизни

Первенство области
  по баскетболу, волейболу
Всероссийские
  соревнования среди учащихся по футболу

16.10 Всероссийский
  урок «Экология и энергосбережение» в рамках Всероссийского фестиваля
  энергосбережения #ВместеЯрче

Районный конкурс
  «Дорога глазами детей»

Областной конкурс
  «Я и Земля»

День гражданской
  обороны (04.10)
Медицинский осмотр
  учащихся
Беседы «Педикулез и
  пути его передачи», «Профилактика ОРВИ и гриппа»
28-31.10 - день Интернета
Всероссийский урок
  по Интернет-безопасности

Беседы
  с «учащимися  «Мой отдых на каникулах

воспитание
  трудолюбия, сознательного, творческого отношения к образованию, труду и
  жизни, подготовка к сознательному выбору профессии

выставки
  декоративно-прикладного творчества

Внутришкольные
  олимпиады по предметам
09.10 -
  Экономический диктант
27.10 -
  Географический диктант РГО-2019

Праздник
  «Посвящение в первоклассники»
Праздник «Посвящение
  в пятиклассники»

29.10 День рождения
  РДШ

Акция «Дни
  финансовой грамотности»

воспитание
  ценностного отношения к  прекрасному, формирование основ эстетической
  культуры – эстетическое воспитание

Игра
  «Что? Где? Когда?»
Областные конкурсы
  «Путь в науку»,
 «Ученые будущего»

25октября –
  Международный день школьных библиотек

Организация и
  проведение походов выходного дня, экскурсии по памятным и святым местам

Ноябрь

центры,
   клубы

допол.
образов.

традиции

культур.-досугов

конкурсы

детская
   организ.
учен.сам.

 службы,
специалисты

Кл.
   рук.

воспитание
  гражданственности, патриотизма, уважения к правам и обязанностям человека

Акция «Свет в окне»

Экскурсии в
  Первомайский районный музей
Посещение воинских
  частей

Культурно-развлекательные
  мероприятия в дни школьных каникул

День Тамбовских
  героев (29.11)

100-летие со дня
  рождения М.Т.Калашникова, российского конструктора стрелкового оружия
  (10.11.1919г.)

Мероприятия,
  посвященные памяти воинов-участников войны в Чечне

Проведение
  тематических классных часов и уроков в связи с Днем народного единства
  (04.11), Международным днем толерантности (16.11)

Кл. час  герои
  русского народа – Минин и Пожарский»

воспитание
  социальной ответственности и компетентности

Беседа
  «Национальностей много, а страна одна»
Родительское
  собрание

воспитание
  нравственных чувств, убеждений, этического сознания

День Народного
  единства (04.11), празднование Казанской иконы Божьей Матери
Мероприятия,
  посвященные Дню матери (26.11)

Областной конкурс «Православная
  культура Тамбовского края»

Епархиальный конкурс рисунков «Красота
  Божьего мира»

Детско-юношеские
  образовательные Владимирские чтения

Беседы «Как не
  стать жертвой преступления, мошенничества»

Кл. час
  «Добро и зло в
  поступках людей.»

воспитание
  экологической культуры, культуры здорового и безопасного образа жизни

Первенство области
  по волейболу, настольному теннису, мини-футболу
Всероссийские
  соревнования среди обучающихся по футболу

Всероссийская акция
  «Я выбираю спорт, как альтернативу пагубным привычкам» - 30 ноября

Массовые
  мероприятия «День памяти жертв ДТП»

Областной конкурс
  «Гимн воде»

21 ноября
  Международный день отказа от курения

Беседа
  «Профилактика употребления табака, курительных смесей, алкоголя, наркотических
  веществ»
Беседа «Половое
  воспитание учащихся 9-11 классов»
Безопасность на
  железной дороге

Беседы
  о ЗОЖ

Круглый
  стол «Здоровый образ жизни – здоровая нация»

Кл. час
  «Здоровье – путь к успеху»

воспитание
  трудолюбия, сознательного, творческого отношения к образованию, труду и
  жизни, подготовка к сознательному выбору профессии

Районные олимпиады
  по предметам

02.11 –
  Межмуниципальный фестиваль «Первомайская Пава-Пава»

Выставка поделок
  «Вместе с мамой»

Всемирная неделя
  предпринимательства
Неделя
  энергосбережения

Операция «Чистота и
  порядок»

воспитание
  ценностного отношения к  прекрасному, формирование основ эстетической
  культуры – эстетическое воспитание

Организация и
  проведение походов выходного дня, экскурсии по памятным и святым местам

Декабрь

центры,
   клубы

допол.
образов.

традиции

культур.-досугов

конкурсы

детская
   организ.
учен.сам.

 службы,
специалисты

Кл.
   рук.

воспитание
  гражданственности, патриотизма, уважения к правам и обязанностям человека

Битва под Москвой
  (5.12)
День Героев
  Отечества (09.12)

Декада правовых
  знаний «Я – человек, я – гражданин!» (02-12.12)
Концерты в честь
  дня Конституции РФ
Посещение воинских
  частей

День Неизвестного
  Солдата (03.12)
Всероссийский день
  добровольца (волонтера) (05.12)
24.12 - День взятия
  турецкой крепости Исмаил русскими войсками под командованием А.В.Суворова
  (1790)

Участие в акции
  вручения паспортов школьникам «Я – гражданин России», посвященная Дню Конституции
  (12.12)

Уроки правовой
  культуры «Я – человек, я – гражданин!»

Кл. час
  «Я люблю тебя, Россия»

воспитание
  социальной ответственности и компетентности

Беседа «Толерантное
  поведение – бесконфликтное общество»

воспитание
  нравственных чувств, убеждений, этического сознания

урок Доброты,
  посвященный дню инвалидов (03.12)

Новогодний праздник

Конкурс детского
  творчества «Рождество Христово»

Благотворительная
  акция «Дети – детям» (помощь детям – инвалидам)

Беседы с учащимися
  «Правила поведения в общественных местах»

воспитание
  экологической культуры, культуры здорового и безопасного образа жизни

Первенство области
  по баскетболу, волейболу, настольному теннису
Новогодний турнир

Мероприятия, посвященные
  Всемирному дню борьбы со СПИДом (01.12)
Беседы «Все о
  СПИДе», «Чем опасны гельминты?»
Тематический урок
  информатики в рамках Всероссийской акции «Час кода» (03-09.12)

Инструктажи по
  классам «Правила поведения во время каникул»
Беседы
  о ЗОЖ

воспитание
  трудолюбия, сознательного, творческого отношения к образованию, труду и
  жизни, подготовка к сознательному выбору профессии

конкурс на лучшую
  новогоднюю игрушку

акция «Мастерская
  Деда Мороза»

Акция
  «Каждой птичке – своя кормушка»

Акция «Дни
  финансовой грамотности»

Творческий проект
  «Газета «Охрана природы»

воспитание
  ценностного отношения к  прекрасному, формирование основ эстетической
  культуры – эстетическое воспитание

Зональные олимпиады
  по предметам «Интеллектуальный марафон»

Организация и
  проведение походов выходного дня, экскурсии по памятным и святым местам

Январь

центры,
   клубы

допол.
образов.

традиции

культур.-досугов

конкурсы

детская
   организ.
учен.сам.

 службы,
специалисты

Кл.
   рук.

воспитание
  гражданственности, патриотизма, уважения к правам и обязанностям человека

Посещение воинских
  частей

Культурно-развлекательные
  мероприятия в дни школьных каникул

День снятия блокады
  Ленинграда (27.01)
Международный день
  памяти жертв Холокоста

Встреча с
  начальником отдела Военного комиссариата Первомайского района Л.Е.Шаталовым

Кл. час «Всеобщая декларация прав
  человека»

Беседа защищен
  законом

воспитание
  социальной ответственности и компетентности

Составление
  графиков дежурств на 2-е полугодие

Кл. час«Я – гражданин и патриот своей
  страны»

воспитание
  нравственных чувств, убеждений, этического сознания

Участие в районном
  конкурсе творческого мастерства «Крещенский вечерок»

Рождественский
  фестиваль

Акция милосердия
  «От сердца – к сердцу» (благотворительная помощь в детские дома)

Организация поездок
  на новогодние представления в г.Тамбов и г.Мичуринск

Кл. час По
  страницам красной книги

воспитание
  экологической культуры, культуры здорового и безопасного образа жизни

Лыжные гонки «Лыжня России»

Медицинское освидетельствование
  и постановка учащихся 10-11 классов на первоначальный воинский учет
Беседа
  «Профилактика социально-значимых заболеваний»

Экскурсия «Зимняя
  природа»
Беседы
  о ЗОЖ

Кл.час  «Сохраним природу».

воспитание
  трудолюбия, сознательного, творческого отношения к образованию, труду и
  жизни, подготовка к сознательному выбору профессии

Школьный этап
  конкурса исследовательских работ «Грани творчества»

экскурсии на
  предприятия района

воспитание
  ценностного отношения к  прекрасному, формирование основ эстетической
  культуры – эстетическое воспитание

Организация и проведение походов
  выходного дня, экскурсии по памятным и святым местам

Февраль

центры,
   клубы

допол.
образов.

традиции

культур.-досугов

конкурсы

детская
   организ.
учен.сам.

 службы,
специалисты

Кл.
   рук.

воспитание
  гражданственности, патриотизма, уважения к правам и обязанностям человека

месячник
  гражданско-патриотического воспитания

мероприятия ко Дню
  защитника Отечества
Посещение воинских
  частей

Первенство области
  «Одиночная подготовка воина-разведчика

День юного
  героя-антифашиста

уроки мужества,
  посвящённые Дню памяти о россиянах, исполнявших служебный долг за пределами
  Отечества (15.02)

Беседы с
  ветеранами ВОВ
Час мужества
День разгрома
  советскими войсками немецко-фашистских войск в Сталинградской битве (02.02)

Кл.  час «Ветеран
  живет рядом»

воспитание
  социальной ответственности и компетентности

8 февраля - День российской
  науки

Психологическая
  подготовка к ЕГЭ  и ГИА «Путь к успеху»

Родительское
  собрание беседа с родителями «Психологическая подготовка школьников для сдачи
  ЕГЭ»

воспитание
  нравственных чувств, убеждений, этического сознания

Фестиваль Широкая
  масленица

Беседа «Мораль и
  нравственность – знак равенства?»

воспитание
  экологической культуры, культуры здорового и безопасного образа жизни

Безопасность детей
  в наших руках

Беседа «Наркомания
  и токсикомания в молодежной среде»
Безопасность на железной
  дороге

Беседы
  о ЗОЖ

воспитание
  трудолюбия, сознательного, творческого отношения к образованию, труду и
  жизни, подготовка к сознательному выбору профессии

Акция «Построй  скворечник»

Проведение работы
  по профориентации обучающихся с представителями центра занятости «Парад
  профессий»
Анкетирование учащихся старших
  классов (9 кл.) с целью выявления их профессиональных наклонностей

Встречи с
  интересными людьми «Продолжаем наши традиции»

Кл. час««Помним, любим и гордимся»»

воспитание
  ценностного отношения к  прекрасному, формирование основ эстетической
  культуры – эстетическое воспитание

Конкурс «А ну-ка,
  мальчики»

Игра
  «Что? Где? Когда?»

21 февраля
  Международный день родного языка

Организация и проведение походов выходного
  дня, экскурсии по памятным и святым местам

Март

центры,
   клубы

допол.
образов.

традиции

культур.-досугов

конкурсы

детская
   организ.
учен.сам.

 службы,
специалисты

Кл.
   рук.

воспитание
  гражданственности, патриотизма, уважения к правам и обязанностям человека

День
  воссоединения Крыма с Россией (18.03)
Посещение воинских
  частей

Культурно-развлекательные
  мероприятия в дни школьных каникул

Региональный смотр
  музеев, комнат, залов ОУ

Беседа
  «Что такое права человека и как ими пользоваться»

Кл. час «Дом – улица – село», «Моя малая
  родина».

воспитание
  социальной ответственности и компетентности

Беседа
  «Толерантность… Как мы это понимаем?»

Кл. час «Моя Родина – Россия»,

воспитание
  нравственных чувств, убеждений, этического сознания

Праздничный
  концерт «Ей имя – женщина!»

Областной онлайн
  конкурс «Пасхальный Благовест»

воспитание
  экологической культуры, культуры здорового и безопасного образа жизни

День птиц

Международный день борьбы с
  наркоманией и наркобизнесом (01.03)

мероприятия, посвященные дню
  борьбы с туберкулезом
беседа «Опасность туберкулеза»
  (24.03)

Инструктажи по
  классам «Правила поведения во время каникул»
Беседы
  о ЗОЖ

воспитание
  трудолюбия, сознательного, творческого отношения к образованию, труду и
  жизни, подготовка к сознательному выбору профессии

Акция «Зеленая
  весна»

Кл час «Забота о братьях наших меньших»

воспитание
  ценностного отношения к  прекрасному, формирование основ эстетической
  культуры – эстетическое воспитание

Конкурс «А ну-ка,
  девочки»

Конкурс стенгазет и
  рисунков о маме

25-30 марта
  Всероссийская неделя детской и юношеской книги,
23-29 марта Неделя
  музыки для детей и юношества

Организация и
  проведение походов выходного дня, экскурсии по памятным и святым местам

Апрель

центры,
   клубы

допол.
образов.

традиции

культур.-досугов

конкурсы

детская
   организ.
учен.сам.

 службы,
специалисты

Кл.
   рук.

воспитание
  гражданственности, патриотизма, уважения к правам и обязанностям человека

Акция «Свет в окне»

Мероприятия,
  посвященные Дню Победы в Великой Отечественной
  войне
Посещение воинских
  частей

Соревнование
  «Одиночная подготовка воина-разведчика»

Областные
  военно-патриотические игры «Славянка», «Победа», «Зарница», «Зарничка»

Областной кадетский
  смотр строя и песни

Акция «Адрес
  ветерана»
12 апреля День
  космонавтики. Гагаринский урок «Космос – это мы»

Международный день
  освобождения узников фашистских концлагерей (11.04)

Конкурс рисунков
  «Дружная планета»

Кл час «Ты же выжил солдат»

воспитание
  социальной ответственности и компетентности

Пасхальный
  фестиваль

21.04 – День
  местного самоуправления

Беседа «Оккультизм
  и секты»

Кл. час «воспитать человека – значит
  воспитать его душу»

воспитание
  нравственных чувств, убеждений, этического сознания

Кл час «Воспитание
  чувства милосердия

воспитание
  экологической культуры, культуры здорового и безопасного образа жизни

Всемирный день
  здоровья (07.04)

Акция «Зеленая планета»

День памяти
  погибших в радиационных авариях (26.04)
День Земли (22.04)

Акция «Дни защиты
  от экологической опасности»
Международный день
  птиц (01.04)

30 апреля День
  пожарной охраны. Тематический урок ОБЖ

мероприятия, в
  рамках проведения Европейской недели иммунизации
Беседы «Профилактика
  гепатита», «Иммунизация»

Беседы
  о ЗОЖ

Кл час «Энергия, которая лечит»

«Луг как
  царство травянистых растений

воспитание
  трудолюбия, сознательного, творческого отношения к образованию, труду и
  жизни, подготовка к сознательному выбору профессии

День открытых
  дверей

Акции «Чистый
  двор», «Марш парков», «Обелиск»

Участие в
  разнообразных видах труда (уборка помещений и территорий, оформление класса и
  школьного двора,

воспитание
  ценностного отношения к  прекрасному, формирование основ эстетической
  культуры – эстетическое воспитание

выставки
  декоративно-прикладного творчества

Праздник
  «Смеяться разрешается»

Конкурс рисунков
  «Мир без войны»

Организация и
  проведение походов выходного дня, экскурсии по памятным и святым местам

Май

центры,
   клубы

допол.
образов.

традиции

культур.-досугов

конкурсы

детская
   организ.
учен.сам.

 службы,
специалисты

Кл.
   рук.

воспитание гражданственности,
  патриотизма, уважения к правам и обязанностям человека

Участие в
  торжественных мероприятиях  района, посвященных Великой Победе

Акция «Свет в окне»

Праздничный концерт
  ко Дню Победы «Волна Памяти»

Последний
  звонок

Мероприятия, посвященные
  Дню Победы в Великой Отечественной войне
Посещение воинских
  частей

Акция «Ветеран
  живет рядом» (поздравление ветеранов Великой Отечественной войны и труда)
Цикл единых уроков
  истории «Он сам был целая история», посвященный 350-летия со дня рождения
  Петра I

«Этот праздник со
  слезами на глазах» (урок мужества)
«Они защищали
  Родину»(встречи с ветеранами ВОВ  и труда)

Кл час «Дом – улица – село – моя малая
  родина».

Шефская помощь
  класса ветеранам труда и войны, престарелым и инвалидам

воспитание
  социальной ответственности и компетентности

День детских
  организаций (19.05)

Родительские собрания
  «Организация летнего отдыха. Профилактика правонарушений, бродяжничества,
  вредных привычек, ДТП в летний период»

воспитание
  нравственных чувств, убеждений, этического сознания

Последний звонок

24.05 День
  славянской письменности и культуры

Беседы «Как не
  стать жертвой преступления, мошенничества»

воспитание
  экологической культуры, культуры здорового и безопасного образа жизни

районная
  легкоатлетическая эстафета

Президентские
  состязания
Президентские
  спортивные игры

экологическая акция
  «С любовью к России мы делами едины»

Совместные
  праздники для детей и родителей «Мама, папа, я – спортивная семья»

Соревнования
  «Безопасное колесо»

Всемирный день без табака (31.05)

Беседа «Здоровый
  образ жизни и молодежь»
Всемирный день
  памяти жертв СПИДа (15.05)

Неделя семьи
Беседы
  о ЗОЖ

воспитание
  трудолюбия, сознательного, творческого отношения к образованию, труду и
  жизни, подготовка к сознательному выбору профессии

Акции «Чистый
  двор», «Марш парков», «Обелиск»

Круглый стол  Живи
  родник

воспитание
  ценностного отношения к  прекрасному, формирование основ эстетической
  культуры – эстетическое воспитание

Организация и проведение походов
  выходного дня, экскурсии по памятным и святым местам

Июнь

центры,
   клубы

допол.
образов.

традиции

культур.-досугов

конкурсы

детская
   организ.
учен.сам.

 службы,
специалисты

Кл.
   рук.

воспитание
  гражданственности, патриотизма, уважения к правам и обязанностям человека

День памяти и
  скорби (22.06)

День России (12.06)

Организация и проведение военных сборов с юношами 10
  классов

воспитание
  социальной ответственности и компетентности

участие в массовых
  мероприятиях «День защиты детей»

6 июня День
  Русского языка – Пушкинский день России

воспитание
  нравственных чувств, убеждений, этического сознания

Выпускной вечер

воспитание
  экологической культуры, культуры здорового и безопасного образа жизни

акция «Внимание –
  дети!»

05.06 – День
  эколога

воспитание
  трудолюбия, сознательного, творческого отношения к образованию, труду и
  жизни, подготовка к сознательному выбору профессии

Организация  отдыха
  детей  и их оздоровления

воспитание
  ценностного отношения к  прекрасному, формирование основ эстетической
  культуры – эстетическое воспитание

Организация и
  проведение походов выходного дня, экскурсии по памятным и святым местам

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alt: Всемирный день здоровья (07.04)

alt: Праздник «Смеяться разрешается»

alt: Май центры, клубы допол

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title: план воспитательной работы