A.

Pre-Speaking Activity
Activity 1: Booking for airline ticket
Dialog 1
Situation : A tourist is calling Garuda
Indonesia Airways officer for reservation.
Directions : Work in pairs to act out the
following dialog between a reservation
clerk and a tourist.
Reservation
clerk
T o u r i s t
Reservation
clerk
T o u r i s t
Reservation
clerk
T o u r i s t
Reservation
clerk
T o u r i s t
Reservation
clerk
T o u r i s t
Reservation
clerk
T o u r i s t
Reservation
clerk
T o u r i s t
Reservation
clerk
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Garuda Indonesia Airways, good
morning. May I help you?
Yes, do you have any flights to Solo
next Tuesday morning?
One moment, please... Yes. Theres a
flight at 07:00 and one at 08:30.
Thats fine. Could you tell me how
much a return flight costs? Ill be
staying three days.
Economy, business class, or first class
ticket?
Economy, please.
That would be USD 450.
OK. Could I make a reservation?
Certainly. Which flight would you like?
The 08:30, please.
Could I have your name, please?
My name is Laura Jones, thats L-A-U-
R-A J-O-N-E-S.
How would you like to pay, Ms. Jones?
Can I pay by bank transfer?
Yes, and please fax the transfer
receipt to our fax number: 021-
728451.
I see.
Now you have been booked, Ms.
Jones. The flight leaves at 08:30, and
your arrival in Solo will be at 10:15
a.m., local time. The flight number is
GIA 108.
Thank you.
English for Tourism
2
T o u r i s t
Reservation
clerk
T o u r i s t
Activity 2: Confirming for flight reservation
Dialog 2
Situation : The next day, the tourist calls the
Garuda Indonesia Airways officer for
reconfirmation.
Directions : Work in pairs to act out the
following dialog between a reservation
clerk and Ms. Laura Jones.
Reservation
clerk
Laura Jones
Reservation
clerk
Laura Jones
Reservation
clerk
Laura Jones
Reservation
clerk
Laura Jones
Reservation
clerk
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Garuda Indonesia Airlines. Can I help
you?
Hello. Id like to reconfirm my flight,
please.
May I have your name and flight
number, please?
My name is Laura Jones and my flight
number is GIA 108.
When are you leaving?
On August 12th.
And your destination?
Solo.
Hold the line, please. ....... All right.
Your seat is
confirmed,
Ms. Jones. You
ll be
departing
from
Soekarno-
Hatta Airport
at 09:30 a.m.
B. While-Speaking Activity
English for Tourism
3
Activity 1: Language Function
Directions: Study the following language functions
relevant to Unit 1.
Receiving reservation is a job of a reservation clerk.
A reservation clerk is a person who works in Reservation
Section. The job descriptions of a reservation clerk are:
1. Answer an incoming telephone call related to room
reservation based on the standard of telephone
manner.
2. Follow-up an incoming room reservation through
telephone, facsimile, telex, letter, telegram, and e-
mail.
3. Confirm a room reservation or refuse it if the
airline/train/ hotel rooms are already fully booked.
4. Process and solve problems related to room
cancellation and no-show.
5. Offer the highest price of airline/train/hotel rooms
when receiving a room reservation through telephone.
6. Explain airline/train/hotel facilities to a person who
makes a reservation.
7. Send a confirmation letter.
8. File the reservation data.
Activity 2: Key Expressions
Directions: Study the key expressions below. Make
sure you understand their meanings and
how they are used in the dialog.
Offering accommodation
and related services
Possible responses
May I help you?
Economy, business class or
first class ticket?
When are you leaving?
And your destination?
Can I help you?
What type of room do you
need? Single or double?
How many rooms do you
need?
How long would you like to
stay?
Yes, do you have any
flights to Solo next
Tuesday morning?
Economy, please.
On August 12th.
Solo.
Yes, I want a single
room.
Double, please.
Two rooms with twin
beds.
Three days.
Yes, please.
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Do you need hotel
transportation from the
airport?
Expressing apology Possible responses
Im sorry, were fully booked.
Im sorry the room you want is
occupied.
Im sorry, sir. Rooms with twin
beds are fully booked.
OK.
Is there any other?
Never mind.
Closing expressions Possible responses
All right, sir. We hope to see
you soon.
We look forward to seeing you
soon.
Thank you for staying with us
next week.
All right.
OK.
See you.
Activity 3: Buying a railway ticket
Dialog 3
Situation : A traveler is buying a train ticket from a
ticket desk.
Directions: Read the following dialog between a
traveler and a railway station clerk.
T r a v e l e r
Railway Station
clerk
T r a v e l e r
Railway Station
clerk
T r a v e l e r
Railway Station
clerk
T r a v e l e r
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What time
does the
next train
to Solo
leave?
At 12:30,
from
platform 2.
Is it a direct train to Solo?
Yes, you are right.
OK. One ticket to Solo, please.
Single or return, sir?
Single, please.
140,000 rupiahs, please.
Here you are.
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Railway Station
clerk
T r a v e l e r
Railway Station
clerk
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Heres your ticket and change, sir.
Activity 4: Booking for accommodation
Dialog 4
Situation : A guest is calling a hotel clerk for
reservations.
Directions: Choose a word from the list to complete
the following dialog. Then work in pairs
to read the dialog between a hotel clerk
and a guest who wants to book for
accommodation and to ask about hotel
transport facility.
a. occupancy d. Anything g. No j. details
b.
transportation
e. book h. When k. corporate
c. payment f. name i. later l. to
Clerk
Gues
t
Clerk
Gues
t
Clerk
Gues
t
Clerk
Gues
t
Clerk
The Sunan Hotel. Good evening reservation. Can
I help you?
Yes, I wonder whether I can __________ five single
rooms and two double rooms for the coming
Lebaran holidays.
__________ will it be?
From October 12 __________ October 19, please.
Wait a moment; Ill check the __________ data.
Yes, we do have the rooms.
Good.
Can I have your ________, please?
Watson. Henry Watson from IALF Jakarta.
All right Mr. Watson. Are you going to send the
down __________ through on- line transfer? Its
USD 100.
Yes, and I expect to have the __________ rate.
Let me check Yes Its in order.
I also would like to have __________ provided
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Gues
t
Clerk
Gues
t
Clerk
Gues
t
Clerk
Gues
t
Clerk
from the airport to the hotel.
All right, sir. Can I have the __________ of the
flight?
Ill give you the details __________. OK?
All right, sir. __________ else?
__________, thank you. Good bye.
Good bye. We look forward to seeing you.
Activity 5: Role Play
Situation : A tourist calls a hotel clerk for
reservations, but the hotel is fully
booked. Then s/he calls another hotel.
Directions: Read and act out the following dialogs
between a tourist and a hotel clerk.
Dialog 5:
Clerk
Touris
t
Clerk
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Good morning, reservation. Can I
help you?
Excuse me, can I book a twin room
for tonight, please?
Im sorry, sir. Were fully booked.
Dialog 6:
Clerk
Gues
t
Clerk
Gues
t
Clerk
Gues
t
Clerk
Gues
t
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Good afternoon, reservation. Can I help you?
Afternoon. Do you have a room for tomorrow
night, please?
Would that be a single room, madam?
Yes, a single room.
And how long would you be staying?
Id be staying two nights.
Two nights. I can give you a single room at $100
a night, including breakfast. Would that be
suitable?
Yes, that would be fine. The name is White
Mrs. Margaret White.
Very good Mrs. White. We look forward to seeing
you.
English for Tourism
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Clerk
Activity 6: Receiving booking
Dialog 7
Situation : A guest is calling a hotel clerk for
reservations.
Directions : Complete the lines to make up a
dialog between a hotel clerk and a guest.
Clerk
Guest
Clerk
Guest
Clerk
Guest
Clerk
Guest
Clerk
Guest
Clerk
Guest
Clerk
Guest
Clerk
Guest
Clerk
Guest
Clerk
Guest
Clerk
Guest
Clerk
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Novotel Solo, good morning. May I help you?
Good morning. _________________________,
please.
Certainly
madam._______________________________?
Em, single room with bathtub please.
Yes madam. We have executive rooms and
_________.
Deluxe room, please. I want a room with a view
of the swimming pool.
Right, madam.
__________________________________?
The first of May.
The first of May_________________________________
?
Three nights.
I can give you a single deluxe room at $ 110 a
night____________?
Yes, thats fine. Does the room rate include
breakfast, complementary fruit basket and
English newspaper?
You are right. ______________________________and
an English newspaper, The Jakarta Post.
Thank you.
_______________________________________________?
The name is Yeoh. Michele Yeoh.
Mrs. Michele Yeoh. And could I have your
_________?
12B Victoria City, Hong Kong. My telephone
number is 916-843-1968.
Right. Ive got your address and
___________________.
Can you pick me up at Adisumarmo Airport?
Certainly madam. What is your flight
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______________?
Ill fly with Garuda Airways, flight number GA
229, and scheduled to arrive the airport at
17:55 p.m.
Thats fine Mrs. Yeoh. Ive made the
reservation. We look forward to seeing you.
Activity 7: Arranging dialogs in the proper order
Situation : A guest is calling a hotel clerk for
reservations.
Directions:
(a)Decide which parts are spoken by the GUEST (G)
and which are spoken by the CLERK (C). Mark the
parts with a G or a C to show this.
(b)Write numbers in the right column to show the
correct order of the parts.
(c)Act out the conversations with a partner
.
Dialog 8
C The seventh of April. Would that be a single
room, sir?
2
We can give you a no-smoking single room at
$150 including service and breakfast. Would
that be suitable?
Thats fine then Mr. Blane. Ive made your
reservation.
Hello, may name is John Blane. Id like to
reserve a room for the seventh of April, please.
Yes, a single room, for non-smokers if possible,
one night only.
Yes, that sounds fine.
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Dialog 9

G The name is King Conrad King 1
1
For next week the fifth of September.
Eeermtwo nights
When would that be for, sir?
Well, that would be fine
And the name is?
That would be OK. But how much is it?
And how many nights?
Id like a room for myself, my wife and my
young son, please
Two nights. Let me see. Theres no triple room
available then, but I can give you a twin room
and put an extra bed in it.
The rate would be $90 a night for the room, but
that doesnt include meals.
OK. Mrs. King. We look forward to seeing you
and your family on the fifth of September.
C. Post-Speaking Activity
1. Activity
Activity 1: Receiving booking
Dialog 10
Situation : A tourist is calling a hotel receptionist
for reservations.
Directions : Work in pairs to study the Key
Expressions for receiving bookings in
Activity 2 of the While-Speaking Activity
above. Make a dialog having the
following points.
a.
(Receptionist)
b. (Tourist)
c.
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Receiving the phone call.
Booking accommodation for a double
room with twin beds.
Confirming the order.
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(Receptionist)
Activity 2: Receiving a reservation and apologizing
Dialog 11
Situation : A tourist calls a hotel receptionist for
reservations, but the hotel is fully
booked.
Directions : Work in pairs to study the Key
Expressions for receiving a reservation
and apologizing in Activity 2 of the While-
Speaking Activity above. Make a dialog
having the following points.
a.
(Receptionist)
b. (Tourist)
c.
(Receptionist)
d. (Tourist)
e.
(Receptionist)
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Receiving the phone call.
Booking accommodation for the
night.
Expressing apology since the hotel is
full.
Inquiring about the nearest hotel.
Recommending the nearest hotel.

Activity 3: Role play. Receiving booking with
details of related services
Dialog 12
Situation : A person calls a hotel receptionist for
reservations and information.
Directions : Work in pairs to study the above
expressions for receiving booking and
related facilities. Make a dialog having
the following points.
a.
(Receptionist)
b. (Liaison)
c.
(Receptionist)
d. (Liaison)
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Receiving the phone call.
Booking rooms and the convention
hall for a conference
Asking for the details of the order.
Confirming the order.
Inquiring check-in and check-out time.
Inquiring hotel and meal rates.
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e.
(Receptionist)
f. (Liaison)
g.
(Receptionist)
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Providing the necessary information.
Inquiring individual and group
payment.
Informing about settling payment.
2. Activity
Activity 1: Filling in the reservation form
Directions : Fill in the following reservation
form based on the Dialog 7 in Activity 6 of
the While-Speaking Activity above.
NOVOTEL SOLO
Jl. Slamet Riyadi 272, Solo 57131 Central Java Indonesia
Telp: (0271) 724 555, Fax: (0271) 724 666
E-mail: reservation@novotelsolo.com
RESERVATION FORM
ROOM RESERVATION
CANCELLATION
AMENDMENT
N A M E: INITIAL:
POSITION:
ARRIVAL DATE: FLT. NO: TIME:
DEPARTURE DATE:
ACCOMODATION DESIRED: BILLING INST:
RATE CONFIRMED:
COMPLEMENTARY COURTESIES:
RESERVATION MADE BY:
PHONE
ADDRESS:
FACS
PHONE:
VIA: LETTER
REMARK:
E-MAIL
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ACCEPTED BY:
PERSON
SIGNATURE: DATE: TIME:
3. Grammar Review
a. Simple Present Tense
The simple present tense is used to express habitual or
everyday activity and general statements of facts.
The patterns of simple present tense are:
(1) Subject + To
Be
+ Complement
I
He/She/It
They/We/You
+ am
+ is
+ are
+ complement
+ complement
+ complement
- My name is Laura Jones.
- The name is Yeoh.
- The flight number is GIA 108.
(2) Subject + Verb 1
(s/es)
+
Object
+
Adverb
He/She/It
They/We/I/You
+ verb 1 +
s/es
+ verb 1
+
object
+
object
+
adverb
+
adverb
- The flight leaves at 08:30.
- I want a single room.
- I give you a single deluxe room at $ 110 a
night
b. Present Participle/Progressive
The present progressive expresses an activity that is in
progress at the moment of speaking. It began in the
recent past, is continuing at present, and will probably
end at some point in the future.
The pattern of present participle/progressive is:
Subject + To
Be
+ V1-ing +
Object
+ Adverb
He/She/It
I
They/We/ You
+ is
+ am
+ are
+ V1-ing
+ V1-ing
+ V1-ing
+
object
+
object
+ adverb
+ adverb
+ adverb
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+
object
- A tourist is calling Garuda Indonesia Airways officer
for reservation.
- A traveler is buying a train ticket from a ticket desk.
- A guest is calling a hotel clerk for reservations.
English for Tourism
14
4. Vocabulary Check
1. arrival (n)
[_"]
2. check-in desk (n)
[__"____]
3. check-in time (n)
[__"_"']
4. check-out time (n)
[____
taim]
5. confirm (v)
[____']
6. corporate rate (n)
[_____
"]
7. double room (n)
[_'__*']
8. down payment (n)
[____"'_
]
9. no-show [no __]
10. occupancy data (n)
[______
__"_]
11. on-line payment
transfer (n) [on-
_"
_"'__-
___
12. platform (n)
[-_']
13. reconfirm (v)
[re____']
14. reservation (n)
[___"]
15. single room (n)
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kedatangan
meja mendaftarkan diri
waktu mendaftarkan diri
waktu pengecekan keluar
dari hotel di mana
rekening hotel dibayar
menegaskan, menetapkan
harga perusahaan
kamar hotel dengan satu
tempat tidur yang bisa
dihuni oleh dua orang
uang muka
ketidakdatangan tamu ke
hotel pada tanggal sesuai
pemesanan kamar
data tingkat hunian kamar
hotel
pengiriman pembayaran
secara on-line
peron
menegaskan kembali
pemesanan
kamar hotel dengan satu
tempat tidur yang bisa
dihuni oleh satu orang
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["-__*']
English for Tourism
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