Page 67 - English for Front Office
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UNIT 6
HANDLING RESERVATION VIA TELEPHONE
Learning objectives:
After learning Unit 6, students are able to:
1. Analyze English expressions used to handle room
reservation via telephone
2. Analyze non-verbal language used to handle room
reservation via telephone
3. Use appropriate English expression to handle room
reservation via telephone
4. Use appropriate non-verbal language to handle room
reservation via telephone
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 are the key skills and qualities required for a hotel
staff when handling room reservations over the phone?
