Role-plays

TAKING MESSAGES STUDENT A You work on the switchboard of Skyways Holidays. Take the telephone call. No one is available in the sales department at present. Offer to take the name, and telephone number so that the caller can be contacted.

(Adapted from English for International Tourism. Upper-intermediate. Unit 5) STUDENT B Your name is Penelope McBain. Telephone Skyways Holidays for information about holidays to Puffin Island. Ask to speak to the sales department. If no one is available, leave a contact number.

(Adapted from English for International Tourism. Upper-intermediate. Unit 5)

ASKING FOR INFORMATION STUDENT A You work in the sales department of Skyways Holidays. Return Ms Penelope McBain´s call. Find out what she requires and take down the relevant details.

(Adapted from English for International Tourism. Upper-intermediate. Unit 5) STUDENT B You will receive a telephone call from Skyways Holidays. You require brochures and prices on holidays to Puffin Island. Your address is 6 Leybourne Crescent, Bristol, Avon, BS24 9EA.

(Adapted from English for International Tourism. Upper-intermediate. Unit 5)

STUDENT A You want to find out about weekend breaks to Barcelona. Prepare questions to ask the travel agent. Then phone and ask for details about the holiday.

(Adopted from English for International Tourism. Intermediate. Unit 6)

STUDENT B Look at the brochure details for weekend breaks to Barcelona and deal with the telephone enquiry.

(Adopted from English for International Tourism. Intermediate. Unit 6)

BOOKING ACCOMMODATION & HOSPITALITY SERVICES STUDENT A You want to book a hotel room. Telephone Student B and make a reservation with the following details: - Reserve a room (with bath) for yourself, your partner and two young children.

- Arrival on 13th March and departure on 15th March.

- Arrival not before 9 pm on the 13th March.

- You need a cot for a baby (age 15 months).

- You would like to know the room rates.

- Your credit card number is 9863 2317 4563 9912 (Adopted from English for International Tourism. Intermediate. Unit 7)

STUDENT B You are a reservations clerk at a hotel. Answer the phone with the name of the hotel. Take all the necessary details and use the reservations chart below to confirm the reservation details.

(Adopted from English for International Tourism. Intermediate. Unit 7)

NEGOTIATING A GROUP BOOKING STUDENT A You work in the customer relation department of a company called ATLAS. Read the information below and then phone the Maple Leaf Hotel to make a booking.

You want to book rooms at a hotel for a company meeting and trade presentation involving a number of executives from your overseas subsidiaries.

You have recently seen an advertisement for the Maple Leaf Hotel and are going to phone the hotel to make a booking, provided that the facilities meet your expectations.

In all, seven members of staff will need accommodation for five nights from Monday 10 July.

Three of them will be accompanied by their wives.

You will also need to book a conference room, including lunch, for twenty-five people for 11 and 12 July.

Your basic requirements are that: - The hotel should be close to public transport.

- The rooms should be of a good standard with private bath and so on.

- The staff should be able to relax in pleasant surroundings.

- The business facilities should be spacious, professional and hi-tech.

The trade presentation on 11-12 July is very important as ATLAS wishes to show potential customers from all over the world that the company is very successful and knows how to treat clients well.

You want to know: - The price of the rooms - Group discounts - The charge for the hire of business meeting facilities and the method of payment.

- The names of the personnel to stay at the hotel are: Ms Patty Bowen, Mrs. Maria Spada, Mr. Philippe Trudeau, Mr. Stig Johansson, Mr and Mrs Bรถlher, Mr and Mrs. Akira Nakamura, and Mr and Mrs Andreas Gryllakis (not arriving until 8 pm) - Your phone number is 613 238 5347 - Your e-mail is atlas@gmail.com - Your credit card number is 4531 7862 9413 and it expires in April next year.

(Adapted from English for International Tourism)

NEGOTIATING A GROUP BOOKING STUDENT B You work in the reservation department of Maple Leaf Hotel. You will receive a call from someone interested in making a booking. Use the information below to answer his/her queries.

You have no single room accommodation free but you can be flexible on pricing.

Make sure when taking any booking that: - You have the names of all the guests and their requirements.

- You have an e-mail and a telephone number.

- These are the features of the hotel: The Maple Leaf Hotel is conveniently located, five minutes from the airport and downtown Toronto and the hotel overlooks an eighteen-hole golf course.

Check-in at after 3 pm; check-out until 12 noon.

All major credit cards accepted.

First night´s deposit is required to guarantee a room if arrival after 6 pm. Cancellation must be made prior to 6 pm on arrival date to receive a full refund.

RATES Single $ 95 (Canadian) Double $ 115 Double single occupancy $ 110 Weekend $ 75 Suites from $ 265 The price includes bed and full American breakfast.

ROOM FACILITES Colour TV, in-room movies, telephone, wifi, hairdryer, mini-bar.

BUSINESS CENTRE The hotel has a fully-equipped business centre with six private meeting rooms and three offices, offering its guests a comprehensive range of services, including photocopier, fax, laptops, wifi, translation and interpretation. The rooms are also equipped with the most updated audiovisual facilities providing audio-visual assistance.

DAILY DELEGATE RATE It includes morning tea and coffee, hot and cold buffet lunch, afternoon tea, main meeting room hire, $ 32 per delegate. Lunch (three-course menu): $ 35; dinner (Ă la carte): from $ 50 (Adapted from English for International Tourism)

CAR RENTAL STUDENT A You are the representative of Kiwi Motorhomes. Use the information below to deal with a telephone enquiry from a potential client.

(Adopted from English for International Tourism. Intermediate. Unit 9)

STUDENT B You want to hire a motorhome for two-weeks´touring in New Zealand, starting from 24 December. Call Kiwi Motorhomes and find out the following information:  What kind of driving licence you need  Where the vehicle can be picked up from  What the vehicles are like inside  What equipment is provided  What the rates are (insurance, mileage…)  What happens in the event of breakdown or an accident  What happens if you cancel or bring the vehicle back earlier than expected (Adopted from English for International Tourism. Intermediate. Unit 9)