Page 105 - English for Front Office
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UNIT 9
HANDLING CANCELLATION RESERVATION
Learning objectives:
After learning Unit 9, students are able to:
1. Analyze English expressions used to handle reservation
cancellation
2. Use appropriate English expression to handle reservation
cancellation
3. Use appropriate non-verbal language to handle reservation
cancellation
PERSONAL EXPERIENCE ELICITATION TASK
Task 1
Look at the picture. Discuss with your friends, what is the staff
doing?
Task 2
Work in groups. Discuss the following questions.
1. What is our current cancellation policy, and is it clear and
easily accessible to customers?
