Information & booking on the phone in a Tourist Information Office

INFORMATION & BOOKING ON THE PHONE (Template) OFFICER:

Greeting, including part of the day (morning, afternoon, evening), name of the TIC, person speaking /department, and offering help. e.g. Good morning, School-Hotel tourist information office, Peter speaking, how may I help you?

GUEST:

Greeting, including part of the day (morning, afternoon, evening) and say that you want some information. e.g. Good morning. I would like some information.

OFFICER:

(Confirm), (sir /madam). (Ask what) e.g. All right, sir. What would you like to know?

GUEST:

Says what he/she wants e.g. I would like to know how to book a bed ahead.

OFFICER:

Says if it is / it is not possible e.g. It is very simple sir. I will fill in the accommodation booking form for you and send it directly to the place you are going to stay.

GUEST:

Accepts / Refuses e.g. OK, perfect.

OFFICER:

Asks place to stay e.g. Where are you going to stay?

GUEST:

Gives location e.g. I would like to spend three days in Sierra de Gredos.

OFFICER:

Asks number of people e.g. How many people are you?

GUEST:

Gives number of people e.g. We are three people: my wife, my daughter and myself.

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OFFICER:

Asks dates e.g. When are you planning to go there?

GUEST:

Gives dates e.g. We would like to be there from the 18 th to the 21st March.

OFFICER:

Asks type of accommodation e.g. Which kind of accommodation would you prefer?

GUEST:

Gives type of accommodation e.g. We would like to stay in a rural house.

OFFICER:

Asks type of room e.g. Which type of room would you like?

GUEST:

Gives type of room e.g. We would like a double or twin room with an extra bed and bathroom en-suite.

OFFICER:

Asks type of board e.g. Would you like only bed, B&B, half-board or full board?

GUEST:

Says type of board e.g. We’d rather choose half-board.

OFFICER:

Asks personal details e.g. Could I have your name, please?

GUEST:

Gives his/her name e.g. Yes, it’s Oliver Stevenson

OFFICER:

Checks spelling e.g. Could you spell your surname, please?

GUEST:

Spells his/her name/surname e.g. Of course. It´s S-T-E-V-E-N-S-O-N.

OFFICER:

Asks telephone number and e-mail address e.g. Could you give me a contact number and your email address, please?

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GUEST:

Gives his/her telephone number and e-mail address. e.g. Yes, it´s 654987623. My e-mail address is oliver.stevenson@hotmail.com

OFFICER:

Confirms the reservation e.g. So, it´s a double or twin room with an extra bed and bathroom en-suite in half-board from the 18 th to the 21st March and the name is Oliver Stevenson. Is everything correct?

GUEST:

Agrees and requires information about the price e.g. Yes, it´s perfect. Excuse me, how much is the room with half-board?

OFFICER:

Provides the required information e.g. It´s €150 per room per night, including bed, breakfast and dinner.

GUEST:

Requires some information about methods of payment e.g. And may I pay with traveller´s cheques?

OFFICER:

Provides the required information e.g. I’m afraid we don’t accept traveller´s cheques but we do accept most credit cards and, of course, cash.

GUEST:

Requires some information about the location of the rural house e.g. Excuse me, how can I get to the rural house?

OFFICER:

Provides the required information e.g. Don´t worry, sir. I will send you an e-mail confirming the reservation and, at the same time, I will enclose the webpage of the rural house where you can find a map of how to get there.

GUEST:

Thanks the officer e.g. Thank you very much for your help.

OFFICER:

Thanks the client and says goodbye e.g. Not at all, Mr. Stevenson. We are pleased to have been able to help you. Have a nice day! Goodbye!

GUEST:

Says goodbye e.g. Goodbye!

I love teaching & I love learning