END-OF-TERM QUESTIONS

Q2. Make a conversation (between a guest and a hotel receptionist) on booking a

double room with twin beds, bath, minibar, sea view, 5 nights (from 11 th January to 16th
January) at Sheraton Hotel, London.
R: Good evening, sir/madam, Sheraton hotel. How can I assist you with?
G: Good evening. I have a reservation in your hotel. Is my room available?
R: Let me see. Just to confirm. What’s your name, sir/madam?
G: Kelvin/sth
R: Could you spell that, please?
G: K – E – L – V – I – N.
R: Thank you, mr. Kelvin, yes, a double room with twin beds has sea view, bath and minibar
for 5 nights from 11th January to 16th January. Is that right?
G: That’s correct.
R: Could you sign here, please? I will complete your room’s confirmation.
G: Yes, of course.
R: Thank you very much, sir/madam. Here’s your key. It’s room 345 on the third floor.
R: Would you like a porter?
G: Oh, yes please.
R: I’ll just call him. Enjoy your stay.
G: Thank you.
Q3. Make a conversation (between a guest and a hotel receptionist) on booking a one-
bed suite, bath, air-conditioning, balcony, city view, 4 nights (from 1 st May to 5th May)
at Daewoo Hotel, Seoul.
R: Good evening, sir/madam, Daewoo Hotel. How can I assist you with?
G: Good evening. I have a reservation in your hotel. Is my room available?
R: Let me see. Just to confirm. What’s your name, sir/madam?
G: Kelvin/sth
R: Could you spell that, please?
G: K – E – L – V – I – N.

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R: Thank you, mr. Kelvin, yes, a one-bed suite has city view, bath, air-conditioning and
balcony for 4 nights from 1st May to 5th May.
G: That’s correct.
R: Could you sign here, please? I will complete your room’s confirmation.
G: Yes, of course.
R: Thank you very much, sir/madam. Here’s your key. It’s room 555 on the fifth floor.
R: Would you like a porter?
G: Oh, yes please.
R: I’ll just call him. Enjoy your stay.
G: Thank you.
Q5: Make a conversation (between a guest and a hotel staff) on asking for description
of hotel room in details (detail of hotel room: a large sunny room with a view of the sea;
full air conditioning of course, mini bar, a large desk and some nice plants); and ask for
other items in the hotel room (personal safe, writing papers, bedside lamp by each bed,
coat hangers)
R: Good morning, sir/madam. How can I help you?
G: I would like to make a reservation for a single room, but I do not have any information.
Can you describe the room to me, please?
R: Certainly, sir/madam, let’s see. We can provide to you a large sunny room with a sea
view, so relaxing and refreshing, right? And in our room, there’s a full air conditioning of
course. You can find a minibar in the right corner, next to a large desk with some nice plants
on it.
G: Sound great! Is there a CD player in the room?
R: I’m afraid there isn’t a CD player in the room, sir/madam
G: Oh, well, perhaps it’s not very necessary. But the personal safe, is it equipped in the
room?
R: Yes, we have a high – security personal safe, you can see it on the desk. And let’s see,
what else? There is a bedside lamp, and there are writing papers and coat hangers.
G: Well, that seems to be just fine. OK, I’ll take it.

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Q6: Make a conversation (between a guest and a hotel staff) on asking for description
of hotel room in details (details of hotel room: quiet room on the top floor; a big double
bed, full air conditioning of course, a telephone by the bed, full cable TV service); and
ask for other items in the hotel room (CD player, radio alarm, luxury bathroom)
R: Good morning, sir/madam. How can I help you?
G: I would like to make a reservation for a single room, but I do not have any information.
Can you describe the room to me, please?
R: Certainly, sir/madam, let’s see. We can provide to you a quiet room on the top floor with
a big double bed, so relaxing and refreshing, right? And in our room, there’s a full air
conditioning of course. You can find a telephone by the bed and the full cable TV service
with a large screen TV above the wall.
G: Sound great! Is there a CD player in the room?
R: I’m afraid there isn’t a CD player in the room, sir/madam
G: Oh, well, perhaps it’s not very necessary. But the radio alarm, is it equipped in the room?
I would like to wake up early tomorrow to meet my clients at the lobby.
R: Yes, we have a radio alarm, you can see it near the telephone. And let’s see, what else?
There is a luxury bathroom with shower and scented candles.
G: Well, that seems to be just fine. OK, I’ll take it.

Q10: Make a conversation (between a guest and a hotel staff/receptionist) asking for
facilities in the hotel (secretarial service, computer service, exercise equipment), and
the opening/ closing time of the hotel service (fitness and sauna)
R: Good morning, sir. This is reception department of Hilton Hotel. How can I assist you
with?
G: I have a meeting with my business partner. So, I’d like to know some services and
amenities in your hotel.
R: I am so glad to help you, sir. That’s such a crucial appointment. Right?
What ameniti do you need?
G: Let me see. I need a conference room with secretarial services and computer services to
present our project and sign contracts as well. Mind you tell me about them in detail?
R: Certainly, sir. We have a fully – equipped conference room with reliable secretaries to
support managing your meeting and hi – tech computer service with latest devices. We
guarantee that your meeting is defintely successful.
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G: That’s sound great! Additionally, I would like to use fitness center in the afternoon. Can
you describe exercise equipments to me?
R: Of course, sir. We set up diverse fitness devices in a large health and fitness centre for
many muscle – building practices and other purposes. Our fitness centre is next to sauna, on
the third floor.
G: Thanks a lot!
R: Is there anything else I can help you with?
G: Oh, I also would like to know opening and closing times of fitness centre and sauna. Are
them available after 7 pm?
R: Yes, they are. The fitness centre opens at 7 am and closes at 10 pm everyday. Therefore,
that’s suitable for you visiting.
And our sauna is available until 9 pm. You can experience to unwind after practing. That
will be a worth!
G: Sweet! Thanks for your help!
R: It’s my honor to serve you sir. So, let me recheck and assemble all services you have. You
have a conference room with secretarial services and computer services, gym and sauna.
G: That’s right!
R: Thank you very much! If you need more information about services in our hotel, please
call the direct line and I’m always ready to help you. We looking forward to hearing from
you.

Q12: Make a conversation (between a guest and a hotel staff/receptionist) on asking for
facilities in the hotel (translation service in different languages, tour guide), and the
opening/ closing time of the hotel service (fitness centre, beauty salon)
R: Good morning, sir. This is reception department of Hilton Hotel. How can I assist you
with?
G: I have a meeting with my business partner. So, I’d like to know some services and
amenities in your hotel.
R: I am so glad to help you, sir. That’s such a crucial appointment. What facility do you
need?
G: I need a translator to transfer information. Do you offer any translation services in the
hotel?

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R: Yes, we do. We have professional translation service in many languages, including
Chinese, Japanese and French. Which language do you need assistance with?
G: I need help with Chinese.
R: We have a staff who speak fluently Chinese. You can request assistance at the front desk
and the translator will accompany with you.
G: Perfect!
R: Can I help you with anything else?
G: Is there tour guide in the hotel? This is my first trip. So, I would like to explore more
destinations and local culture.
R: Yes, we provide tour guide service in serval language and well – knowledge about tourist
attractions, culture and history. Do you go with a group?
G: Yes, I go with my friend. A private tour should be nice for my group.
R: Got it, sir. I do arrange a customize tour for you. Just a moment! I will check availability
and confirm the details shortly. Is there anything else I can assist you with?
G: Have you got a fitness centre in the hotel?
R: Yes, we have an indoor fitness centre in the hotel on the third floor.
G: Can I use it if it opens now?
R: Yes, you can. The fitness centre opens until 10 pm. There are various types of exercise
equipments for your practices.
G: I know. And how about beauty salon? Is it available now?
R: We have a very comfortable beauty salon if you need. And it opens until 9 pm, so you can
use it whenever you want.
G: Perfect! Thanks a lot
R: No problem, sir. So, let me recheck all of services you have. You have translation service,
tour guide, fitness centre and beauty salon.
G: That’s right!
R: Thank you very much! If you need more information about our services, please call the
direct line and I always ready to help you. We looking forward to hearing from you.
G: thank you.

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Q14. Make a conversation (between a guest and a hotel staff/receptionist) on asking for
direction(s) and showing direction(s) to the souvenir shop (inside the hotel: in the
basement, take the lift, on the right, next to the snack bar) and a cash point (outside the
hotel: on Carpentry Avenue, 500m from the hotel, inside the bank, on the corner, on
the right).
R: Good morning sir. How can I assist you with?
G: Oh, excuse me. I am looking for the souvenir shop. Can you tell me where it is, please?
R: Certainly, sir. Firstly, you take the lift to the basement. After going out of the lift, you turn
right and you can see the gift shops is on your right, next to the snack bar.
G: Many thanks! So, if my memory serves me right, I need to take the lift, turn right and it is
next to the snack bar, in the basement. Is that right?
R: That’s right, sir
G: And how to get to the nearest cash point, please? I would like to withdraw some money to
purchase some specialties for my friends?
R: Oh, let me see. It is not far from here, just 15 walk minutes. To get it, you go out of hotel
and go along the Carpentry Avenue road. It is on Carpentry Avenue, for about 500 metres.
Until you see a bank, the cash point is on your right on the corner, inside the bank.
G: Oh I got it! On the Carpentry Avenue, 500 metres from the hotel, inside the bank, on the
corner, on the right. Is that right?
R: That’s right, sir
G: Thanks a lot
R: You are welcome.

Q15. Make a conversation (between a guest and a hotel staff/receptionist) on asking for
direction(s) and showing direction(s) to the business centre (inside the hotel: on the
second floor, take the lift, on the left, next to the main conference rooms) and a photo
shop (outside the hotel: on Square Avenue, not far from the hotel, past the traffic lights,
turn left at the first turning, on the right, next to the groceries’).
R: Good morning sir. How can I assist you with?
G: Oh, excuse me, where is the business centre, please?
R: The business centre is on second floor of our hotel. Firstly, you take the lift to the second
floor. After going out of the lift, you turn left and you can see the business centre is on your
left, next to the main conference rooms.
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G: Many thanks! So, if my memory serves me right, I need to take the lift, turn left and it is
next to the main conference rooms, on the second floor. Is that right?
R: That’s right, sir
G: And how to get to the nearest photo shop, please? I would like to take some photos with
my friends.
R: Oh, let me see. It is short distance from here, just 15 walk minutes. To get it, you go out
of hotel and go along the Square Avenue road. It is on Square Avenue. Until you see traffic
lights, passing it and you turn left at the first turning. The photo shop is on your right, next to
the groceries.
G: Oh I got it! On the Square Avenue, not far from the hotel, pass the traffic lights, turn left
at the first turning, on the right and next to the groceries. Is that right?
R: That’s right, sir
G: Thanks a lot
R: It’s my pleasure.

Q16: Make a conversation (between the guest(s) and the hotel staff) on ordering
starters (grilled goat’s cheese); main dish (pan-fried sesame salmon); side orders
(Garlic bread with mozzarella) and puddings (Tiramisu).
R: Hello. This is room service department. How can I help you with?
G: I’d like to order a couple of meals. Is everything available on the menu?
R: Yes, everything is on the menu. What dishes are included?
G: So, the grilled goat’s cheese to start with, please. Some garlic bread with mozzarella as
well. Additionally, I would like a salmon dish. I see there are smoked salmon and pan – fried
sesame salmon.
R: Yes, both are very delicous and be ready to serve everytime.
G: Oh well, I think I will go for sesame salmon.
R: That’s the sesame salmon, isn’t it? There is also a smoked salmon.
G: No, not the smoked salmon. Is there any dessert?
R: How do you think about puddings? We serve tiramisu for desserts and it’s really good.
G: Sound great! I’ll try that

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R: So, you have a grilled goat’s cheese, a sesame salmon and garlic breads with mozzarella.
Oh, I just forgot. A tiramisu comes with.
G: That’s right
R: Would you like anything else?
G: No, it’s enough.
R: And, what is your room number?
G: Room 515, please bring up as soon as possible.
R: Certainly, sir. It will be ready about 20 minutes.
G: Fine, about 20 minutes is good
G: Look, this isn’t right. I ordered the sesame salmon, not the smoked salmon. I definitely
asked for garlic breads not bagutte.
R: I am very sorry, sir. There’s a mistake. I’ll change immediately.

Q17: Make a conversation (between the guest(s) and the hotel staff) on ordering
starters (Cajun salmon); main dish (Grilled chicken); side orders (Mixed green salad)
and puddings (Apple strudel).
R: Hello. This is room service department. How can I help you with?
G: I’d like to order a couple of meals. Is everything available on the menu?
R: Yes, everything is on the menu. What dishes are included?
G: So, the Cajun salmon to start with, please. Some mixed green salad as well. Additionally,
I would like a chicken dish. I see there are fried chicken wings and grilled chicken.
R: Yes, both are very delicous and be ready to serve everytime.
G: Oh well, I think I will go for grilled chicken.
R: That’s the grilled chicken, isn’t it? There is also a fried chicken wings.
G: No, not the fried chicken wings. Is there any dessert?
R: How do you think about puddings? We serve apple strudel for desserts and it’s really
good.
G: Sound great! I’ll try that
R: So, you have a Cajun salmon, a grilled chicken and mixed green salad. Oh, I just forgot.
An apple strudel comes with.
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G: That’s right
R: Would you like anything else?
G: No, it’s enough.
R: And, what is your room number?
G: Room 616, please bring up as soon as possible.
R: Certainly, sir. It will be ready about 20 minutes.
G: Fine, about 20 minutes is good
G: Look, this isn’t right. I ordered the grilled chicken, not the fried chicken wings. I
definitely asked for mixed green salad not Caesar salad.
R: I am very sorry, sir. There’s a mistake. I’ll change immediately.

Q20. Make a conversation (between a guest and the hotel receptionist) on solving the
problems of the dirty sheets and the lack of a hair dryer in a hotel room.
R: Good evening, sir/madam. How can I help you?
G: Hello, reception. I checked - in 30 minutes ago and I got my room. But I see some
problems here. Can you address them for me?
R: What problem do you see in detail?
G: The sheets is so dirty for some reasons, I don’t know what cause. But perhap the
housekeeping do not check my room carefully. Could you get someone to clean it, please?
R: Yes, of course sir/madam. I will just call the housekeeping department at once. This is our
mistake. I’m terribly sorry, that shouldn’t happens.
G: Oh, I got it.
R: What room are you in?
G: My room is room 333 on the third floor.
R: I’ll do that for you now. Is there anything else in particular you need?
G: Oh, I just forgot. I can’t find the hair dryer in my room. I’m afraid I’ve left my hair dryer
in my house.
R: Well, sir/madam. There should be one in your room. Have you had a look in the
bathroom, by the basin?
G: Oh, the basin. I see it. Thank you
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R: It’s my pleasure. Just wait for a moment.
Q21. Make a conversation (between a guest and the hotel receptionist) on solving the
problems of not having enough coat hangers and there is no bulb in the bedside lamp in
a hotel room.
R: Good evening, sir/madam. How can I help you?
G: Hello, reception. I checked - in 30 minutes ago and I got my room. But I see some
problems here. Can you address them for me?
R: What problem do you see in detail?
G: My wife and I have a lot of clothes and we need some more coat hangers.
R: Yes, of course sir/madam. I will just call the housekeeping department at once to bring
some up.
G: Oh, I got it.
R: What room are you in?
G: My room is room 333 on the third floor.
R: I’ll do that for you now. Is there anything else in particular you need?
G: Oh, I just forgot. There is no bulb in the bedside lamp. We need it to fall in sleep easily.
R: Well, sir/madam. Your bulb in your room is break down. I’ll send someone up right
away.
G: Thank you
R: It’s my pleasure. Just wait for a moment.
Q23. Make a conversation (between the guest(s) and the bar person) on ordering and
serving a single gin + tonic, a coke, a bottled beer and a mineral water with QR code
payment in the bar of a hotel.
R: Good evening, sir. What can I get you to drink?
G: I’d like a single gin and tonic with a coke.
R: I’m so sorry, sir. Currently, we don’t have enough tonic water to make the gin and tonic
cocktail because the demand for this cocktail is too overloaded to serve. But we do offer the
coke you want and other drinks.
G: Ok, I got the situation you are facing now. So, let me order more drinks.
R: Oh, thank you, sir. Would you like anything else?

10
G: Oh, I would like to drink a bottled beer and a mineral water. Beer is also an acoholic
drink to reduce stress, right?
R: Oh, you are so wise, sir.
R: So, you have a coke, a bottled beer and a mineral water. Is that correct?
G: Yes, that’s correct.
R: Here you are, sir, your drinks are ready.
G: How much does it come to?
R: It comes to 8 euros
G: All right. Can I have the bill, please?
R: Yes, of course, sir. Here’s your bill. How would you like to pay?
G: I would like to pay by my bank account. Do you have a QR code?
R: Oh yes. This is our QR code. Just scan here.
G: Thanks. And here’s something for you. Thanks for your service.
R: It’s my pleasure. Enjoy your drinks sir.

Q25. Make a conversation (between the guest(s) and the bar person) on ordering and
serving a single vodka, a double dry martini, a fruit juice and a mineral water with
cash payment in the bar of the hotel.
R: Good evening, sir. What can I get you to drink?
G: I’d like a single vodka and a double dry martini.
R: I’m so sorry, sir. Currently, we don’t have enough to vodka because the demand for this
drink is too overloaded to serve. But we do offer the dry martini you want and other drinks.
G: Ok, I got the situation you are facing now. So, let me order more drinks.
R: Oh, thank you sir. Would you like anything else?
G: Oh, I would like to drink a fruit juice and a mineral water.
R: Definitely, sir.
R: So, you have a double dry martini, a fruit juice and a mineral water. Is that correct?
G: Yes, that’s correct.
R: Here you are, sir, your drinks are ready.

11
G: How much does it come to?
R: It comes to 15 euros and 50 cents.
G: All right. Can I have the bill, please?
R: Yes, of course, sir. Here’s your bill. How would you like to pay?
G: I would like to pay by cash.
R: Oh, sure.
G: Thanks. And please keep the change. Thanks for your service.
R: It’s my pleasure. Enjoy your drinks sir.

Q26. Make a conversation (between the guest(s) and the waiter/waitress) on ordering a
table for one guest and serving a rosé wine, a Waldorf salad, a grilled chicken with
sautéed onions and an orange juice in the restaurant of a hotel.
W: Good evening. Welcome to the hotel’s restaurant.
Have you got a reservation?
G: Oh yes. I booked a table for one on the website. If I’m not mistaken, it is thirty ninth table
and it is still available tonight.
W: Let me see. Thirty ninth table. Just to confirm, what is your name, sir?
G: Name David Brown, please.
W: Mr Brown. Your table is ready. Follow me, please.
G: Certainly.
W: Here’s your table by the window. Have a seat, please. Here is the menu, sir.
G: Oh, thank you.
W: Can I get you an aperitif?
G: Yes, a glass of rose wine, please.
W: Would you like anything else?
G: No, not for the moment.
W: So, for aperitif, you have a rose wine. And are you ready to order dishes?
G: Yes, of course. Oh, wait. What is the Waldorf salad? Is this good?

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W: It's traditionally made with fresh apples, celery, and walnuts, all tossed in a creamy
mayonnaise dressing and usually served on a bed of lettuce. Simple, crunchy, and refreshing!
G: Sound great! I’ll take it.
W: And something to follow, sir?
G: I’d like some chicken. What can you recommend?
W: I would highly recommend the grilled chicken, which is seasoned with herbs, salt, and
peper. After that, it is grilled and it has smoky flavor, juicy texture. The grilled chicken can
be served as a main course with sauteed onions.
G: I am savory right now. I’ll try the whole one.
W: And what would you like something to drink?
G: Can you recommend some drinks with the grilled chicken?
W: Well, the orange juice is suitable for you, sir.
G: Good, an orange juice, please.
W: So, that’s the Waldorf salad for starter. The main course is the grilled chicken with
sauteed onions and you ordered an orange juice. Is that right?
G: That’s right.
W: Your orders will be ready for about 20 minutes. Take a rest and wait for a moment. I’ll
be right back for your aperitif.

Q27. Make a conversation (between the guest(s) and the waiter/waitress) on ordering a
table for two guests and serving a red wine and an orange juice; an oyster and a
Russian salad; a roast pork in a cream sauce and a fried prawns with mixed salad; a
bottle of sparkling mineral water and an apple juice in the restaurant of a hotel.
W: Good evening. Welcome to Marriot’s restaurant.
Have you got a reservation?
G1: Oh yes. We booked a table for two on the website. If I’m not mistaken, it is thirty fifth
table and it is still available tonight.
W: Let me see. Thirty fifth table. Just to confirm, what is your name, sir?
G1: Name Kelvin, please.
W: Mr Kelvin. Your table is ready. Follow me, please.
G1: Certainly.
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W: Here’s your table by the window. Have a seat, please. Here is the menu, sir.
G1: Oh, thank you.
W: Can I get you an aperitif?
G1: Yes, a glass of red wine, please.
W: And you, sir?
G2: Oh, I am not into alcoholic drinks at all. So, I would like an orange juice, please.
W: Would you like anything else?
G1: No, not for the moment.
W: So, for aperitif, you have a red wine and an orange juice. And are you ready to order
dishes?
G1: Yes, of course. Oh, wait. What is the Russian salad? Is this good?
W: It is a creamy cold salad typically made with diced cooked potatoes, carrots, peas, eggs,
and pickles, all bound together with mayonnaise.
G1: Sound great! I’ll go for it.
W: How about you, sir? What dishes would you like to order?
G2: Oh. I’d like a steamed oyster to start with.
W: And something to follow, sir?
G1: I’d like some pork. What can you recommend?
W: I would highly recommend the roast pork, which is served with a special cream sauce.
The pork is roasted in oil, therefore, it is so crispy. And the cream sauce is the key to elevate
this dish.
G1: I am savory right now. I’ll try that.
W: And you, sir? You seem picked a dish, didn’t you?
G2: Oh yes. I will go for the fried prawns with mixed salad. I suppose that it’s really good.
W: Oh definitely, sir. This is a must – try dish on our menu.
And what would you like something to drink?
G1: I’d like a bottle of mineral water, please
G2: Can you recommend other juice? I am on diet, so I just drink fresh juices.
W: Well, the apple juice is suitable for you, sir.

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G2: Good, an apple juice, please.
W: So, that’s the Russian sald and the steamed oyster for appetizer. The roast pork with
cream sauce, the fried prawns with mixed salad for main coures. And your drinks is a bottled
mineral water and an apple juice. Is that right?
G1: That’s right.
W: Your orders will be ready for about 20 minutes. Take a rest and wait for a moment. I’ll
be right back for your aperitifs.

Q31. Make a conversation (between the guest(s) and the waiter/waitress) on ordering
and serving a tiramisu, a cheddar and a cappuccino with Visa payment in the
restaurant of the hotel.
W: Was everything all right, sir?
G: The chicken soup is extremely flavorful
W: Would you like to see the dessert menu?
G: Oh yes, why not.
W: Here you are, sir. What can I get you something for dessert?
G: Let me see. What is the tiramisu?
W: It’s a type of pudding made with eggs, biscuits, chocolate and marsala. Then, it is set in
layers and served cold.
G: Sound great! I’ll go for it.
W: And some cheese, sir? What would you like to order?
G: I’m confusing now. There’re a lot of cheeses on the tray. Can you recommend a must –
try one?
W: How about the cheddar? This cheese is quite popular and has an impressive taste.
G: Oh, lovely! I’ll try that.
W: And some coffee and tea, sir?
G: I’d like a coffee please. Do you have some types of traditional coffee?
W: Yes, we have the cappuchino which is usually served with some cookies.
G: Ok, a cup of cappuchino, please.
W: So, that’s the tiramisu, the cheddar and the cappuchino. Is that right?
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G: That’s right. And can I have the bill, please?
W: Yes, of course. Wait for a moment. Here’s your bill, sir.
G: Can I pay by Visa?
W: Yes, we accept all types of payment, including visa.
G: Excuse me. Is this item correct? I thought I had only a cup of cappuchino but this bill had
two.
W: Oh, I’m terribly sorry, madam. I’ll check that for you. Here you are, we’ve corrected the
mistake.
G: Thank you
W: We hope to see you again.

Q33. Make a conversation (between the guest(s) and the waiter/waitress) on ordering
and serving a trifle, a gruyère, an Irish coffee (for the man); an ice cream, a gouda, a
cappuccino (for the woman) with Master payment in the restaurant of a hotel.
W: Was everything all right, sir and madam?
G (man): Oh, That’s fine. The baked trout is extremely delicious.
W: Would you like to see the dessert menu?
G (man): Oh yes, why not.
W: Here you are, sir. What can I get you something for dessert?
G (man): Let me see. What is the trifle?
W: It is a layered English dessert traditionally featuring sponge cake soaked in sherry or
other alcohol, layered with fruit, custard, and whipped cream, often served in a glass bowl to
showcase its colorful layers.
G (man): Sound great! I’ll go for it.
W: And you, madam? What dessert would you like?
G (woman): I’m confusing now. There’re a lot of desserts on the menu. Can you recommend
a must – try dessert?
W: How about the ice cream? We have variety of ice cream flavors, such as chocolate,
watermelon, vanila, etc. And you could mix two or three flavors if you like.
G (woman): Oh, lovely! I’ll try the chocolate ice cream.

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W: Would you like to see the cheese tray? We serve diverse types of cheese today.
G (man): A gruyère for me, please
G (woman): I’ll take a gouda.
W: And some coffee and tea, sir and madam?
G (man): I’d like a coffee please. Do you have some types of traditional dry coffee?
W: Yes, we have Irish coffee which has unique taste.
G (man): Ok, a cup of Irish coffee, please.
W: How about you, madam?
G (woman): I would like a cup of cappuccino, please.
W: So, that’s the trifle, the gruyere, the gouda, the Irish coffee, and the cappuccino. Is that
right?
G (man): That’s right. And can I have the bill, please?
W: Yes, of course. Wait for a moment. Here’s your bill, sir.
G (woman): Can I pay by Mastercard?
W: Yes, we accept all types of payment, including mastercard.
G (woman): Excuse me. Is this item correct? I thought we had only a cappuccino of mine but
this bill had two.
W: Oh, I’m terribly sorry, madam. I’ll check that for you. Here you are, we’ve corrected the
mistake.
G (woman): Thank you
W: We hope to see you again.

Q34: Make a conversation (between the guest(s) and the hotel staff/receptionist) on
suggesting and recommending some interesting places to visit in Ha Noi (Hoan Kiem
Lake, the temple of Literature) and some places for their particular interests (music:
Ha Noi Opera House; shopping: 36 ancient streets of Ha Noi)
G: Hello. Can you help me, please? This is the first time we have arrived here. And we have
few hours this afternoon, so we would like to explore some tourist spots around the hotel.
Can you recommend some places to go?
R: Definitely, sir. You know, Ha Noi is full of destinations to visit, such as museum, famous
buildings, theatre, art gallery, etc. Specially, there are two places that attract a plenty of
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tourists. They are Hoan Kiem Lake and the Temple of Literature, which are considered the
symbols of Ha Noi.
G: Oh, sound great! Is there any places to visit in Ha Noi?
R: Yes, of course. Do you have particular interests? I’ll suggest some places depended on
what you pay attention to.
G: Well, yes. We’d like to visit some of the most famous opera house. And we love to do
some shopping as well.
R: You’ve come to the right place, sir. The Ha Noi opera house is near the hotel, only few
minutes from here. Just 15 minutes strolling up, you’ll go to the oldest French architecture
style opera house in Ha Noi. And the best shopping spot is 36 ancient streets of Ha Noi,
which is also known with the name “Old Quarter”. Actually, it is not a single place because
it is a compound of many handicraft streets when each streets offer the different goods. And
people named a street after its main product with the word “Hang” to signify the store or a
series of stores. So, they are located in different addresses. Here, I’ll show you on the map.
G: Oh, thank you.
R: You are welcome.

Q36: Make a conversation (between the guest(s) and the hotel staff/receptionist) on
suggesting and recommending some interesting places to visit in Ha Noi (West Lake,
Quan Thanh Temple, Ho Chi Minh Mausoleum) and some places for their particular
interests (museum/art galleries: Ho Chi Minh Museum; Thang Long Water Puppet
Show).
G: Hello. Can you help me, please? This is the first time we have arrived here. And we have
few hours this afternoon, so we would like to explore some tourist spots around the hotel.
Can you recommend some places to go?
R: Definitely, sir. You know, Ha Noi has a variety of destinations to visit, such as museum,
famous buildings, theatre, art gallery, etc. Specially, you could get around West Lake by
cyclo to experience the dynamic rhythm mixed with daily scenary of Hanoi. Then, if you
would like to explore a worship place, I suggest Quan Thanh temple near the West Lake,
which is one of four sacred temples of Thang Long. Moreover, you must visit the Ho Chi
Minh Mausoleum to see the greatest president of Viet Nam.
G: Oh, sound great! Is there any places to visit in Ha Noi?
R: Yes, of course. Do you have particular interests? I’ll suggest some places depended on
what you pay attention to.

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G: Well, yes. We’d like to visit some of the most famous museum. And we’d like to watch
some forms of cultural and artistic performance in Hanoi.
R: You’ve come to the right place, sir. The Ho Chi Minh museum is near the hotel, only few
minutes from here. Just 15 minutes strolling up, you’ll go to the most historical museum
about Ho Chi Minh president in Ha Noi. And you could find some traditional and cultural
shows in Thang Long Water Puppet Theatre, where takes place a series of water puppet
shows. This show is about one of the most artistic forms in Vietnam, which depicts the
activities in daily life. You can buy a ticket on the website or get one directly. Here, I’ll show
you on the map how to get Ho Chi Minh museum and Thang Long puppet theatre.
G: Oh, thank you.
R: You are welcome.

Q38: Make a conversation (between the guest(s) and the hotel staff/receptionist) on
booking the conference facilities (the guest’s requests: a fairly large room; seat up to
120 people; A full simultaneous translation service; equipment: sound equipment, VCR
equipment, large screens, floral decorations).
G: Good morning. My name is Kelvin Black. I phoned you three days ago for the
information about conference facilities. And you sent me a conference pack.
R: Hello, Mr. Black.
G: Can I clarify the point?
R: Certainly, sir.
G: I probably believe that you provide a range of services.
R: Yes, indeed. We can supply all latest facilities. What conference facilities would you like
to request?
G: Let me see. I’m particularly regarding a fairly large room, to seat up to 120 people, to
hold a series of meetings.
R: Definitely, sir, we can do that for you. Our meeting rooms have an extremely relaxed
atmosphere and they have a capacity to seat up 150 people.
G: Sounds great. Can I perhaps just run through the things we need?
R: Yes, of course. You could run and test quality of all facilities you need.
G: Ok, we are going to need some usual audio visual equipments, particularly sound
equipment, VCR equipment and a large screen.

19
R: That’s no problem, sir. We have the latest all equipments you require. Is there anything
else, sir?
G: Oh, I also need the floral decoration. It’s just simple, not elaborate.
R: We can set up some types of flower based on the theme of your meeting.
G: Oh, that’s great. Another thing - Can you provide simultaneous translation?
R: Yes, sir, we have a full team of translators that we employ. If you would like to specify
which languages, we would be happy to accommodate.
G: Oh, thank you.
G: So that’s room, equipment, translators all seems to be OK.
R: Yes, everything is working well.
G: Well, look, perhaps the best thing is that I email all this to you and we can take it from
there.
R: Do you have an email address?
G: Yes, I do.
R: Good, we look forward to hearing from you.

Q39: Make a conversation (between the guest(s) and the hotel staff/receptionist) on
booking the conference facilities (the guest’s requests: a large room; seat up to 200
people; equipment: a large range of sound and audio visual equipment, slides, overhead
projectors, a full range of secretarial service).
R: Hello, Pullman Hotel, how can I assist you?
G: I’m equiring about the conference facilities at your hotel. I probably believe that you
provide a range of services.
R: Certainly, sir. What conference facilities would you like to request?
G: Let me see. I’m particularly regarding a large room, to seat up to 200 people, to hold a
series of meetings.
R: Definitely, sir, we can do that for you. Our meeting rooms have a very gentled
atmosphere and we can seat up to 250 people.
G: Sounds great. Can I perhaps just run through the things we need?
R: Yes, of course. You could run and test quality of all facilities you need.

20
G: Ok, we are going to need some usual sound and audio visual equipments, particularly
slides and overhead projectors. We also need the full range of secretarial service.
R: That’s no problem, sir. We have the latest all equipments you require, of course including
full range of secretarial service. Is there anything else, sir?
G: No, not for the moment.
G: So that’s room, equipment all seems to be OK.
R: Yes, everything is working well. Do you have a conference pack which gives full details
of conference facilities?
G: No, in fact.
R: We will send you one if you leave me an email address.
G: I will give you my email. My email is huc2004@gmail.com
R: Thank you, sir. We will compare notes via email in detail.

Q41: Make a conversation (between the guest(s) and the hotel staff/receptionist) asking
for booking a room on the phone (a single room from the 27th to the 30th July with
bath; need to book a room quickly for an international workshop for that weekend;
single room: US$ 110; double room: US$190).
R: Hello, Pullman hotel, can I help you?
G: I would like to make a reservation for a double room. Do you have any double room on
the weekend?
R: I’m very sorry, sir/madam, but we have no more doubles for that weekend.
G: Oh, That’s a pity. Do you have any singles left?
R: Let me see, yes, sir/madam. There is just one single left.
G: And how much does it cost?
R: It costs 110$ per night, not including breakfast.
G: I see, and the double room is 190$. Are you sure that’s all that’s left for that weekend?
R: I’m afraid so, there’s quite a demand, especially for singles, with the workshop here that
weekend.
G: Yes, of course. I’m going to that workshop too. Ok, I’d better take the single then. I will
stay from 27th to 30th July and the room should have a luxury bath.
R: Oh yes of course, sir/madam. And your name, please?
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G: My name is David. D – A – V – I – D.
R: Ok, mr David. Could you please confirm that by fax or mail?
G: I’d like to confirm by mail, please.
R: And we’ll need a credit card number and expiry date, please?
G: Ok, I will send all of them up via email.
R: Thank you, sir. So that’s a double room with bath from the 27t h to the 30th July. We’ll
hold the room until 6 p.m.
G: Thank you very much. I will check in at 12 p.m.
R: Thank you and we look forward to seeing you on the 27th

Q42: Make a conversation (between the guest(s) and the hotel staff/receptionist) asking
for booking a room on the phone (a single room from the 15th to the 17th June with sea
view; need to book a room quickly for an international workshop for that weekend;
single room: US$ 80; double room: US$175).
R: Hello, Pullman hotel, can I help you?
G: I would like to make a reservation for a double room. Do you have any double room on
the weekend?
R: I’m very sorry, sir/madam, but we have no more doubles for that weekend.
G: Oh, That’s a pity. Do you have any singles left?
R: Let me see, yes, sir/madam. There is just one single left.
G: And how much does it cost?
R: It costs 80$ per night, not including breakfast.
G: I see, and the double room is 175$. Are you sure that’s all that’s left for that weekend?
R: I’m afraid so, there’s quite a demand, especially for singles, with the workshop here that
weekend.
G: Yes, of course. I’m going to that workshop too. Ok, I’d better take the single then. I will
stay from 15th to 17h June and the room should have a sea view.
R: Oh yes of course, sir/madam. And your name, please?
G: My name is David. D – A – V – I – D.
R: Ok, mr David. Could you please confirm that by fax or mail?
22
G: I’d like to confirm by mail, please.
R: And we’ll need a credit card number and expiry date, please?
G: Ok, I will send all of them up via email.
R: Thank you, sir. So that’s a double room with bath from the 15t h to the 17th June. We’ll
hold the room until 6 p.m.
G: Thank you very much. I will check in at 12 p.m.
R: Thank you and we look forward to seeing you on the 15th

Q43: Make a conversation (between the guest(s) and the hotel staff/receptionist) on
checking items on the bill before checking-out (ask for the amount spent in the lobby
lounge; ask to details of the drinks in the lobby; One item was not cleaned, ask for the
detail of the prices).
R: Good morning, madam, can I help you?
G: I’d like to check out, please. Is my bill ready?
R: Your bill is ready, madam.
G: Could you explain these items on the bill, please?
R: Certainly, madam, what would you like to know?
G: How much of the amount I spent in the lobby lounge is? Why are there two charges
while I was in the lobby lounge? I just took 2 bottles of mineral water. I think that they are
free and have no charge at all.
R: Let me check, you ordered some drinks. And the drinks in the lobby lounge is charged
seperately. So, the amount in the lobby lounge is 230$ and 2 bottles of mineral water is 10$.
G: Oh, I see. And did I really make three phone calls overseas?
R: I’ll check again. Yes, our record show you made three calls overseas in the lobby lounge.
Here are the times and dates.
G: Oh, I forgot it. And how much does it come to?
R: You made three calls overseas and they are 12$. Totally, it is 252$. Is everything OK
now, sir/madam?
G: Oh, that’s fine.
R: How would you like to pay?
G: I’d like to pay by credit card.
23
R: Certainly, sir/madam. And here’s your receipt. I hope you enjoyed your stay with us.
G: Thank you.

Q44: Make a conversation (between the guest(s) and the hotel staff/receptionist) on
checking items on the bill before checking-out (Ask for an explanation of the service
charge; ask for details of the $39 mini-bar charge and details of overseas call).
R: Good morning, madam, can I help you?
G: I’d like to check out, please. Is my bill ready?
R: Your bill is ready, madam.
G: Could you explain these items on the bill, please?
R: Certainly, madam, what would you like to know?
G: What’s this 10% charge here, please? Why are there two charges for minibar? I just took
2 bottles of beer and 1 coke. I think that they are free and have no charge at all.
R: Let me check, you took some drinks. And the drinks in the minibar excepting tea and
coffee is charged seperately. So, the extra charge for minibar is 39$ and the service charge is
23$.
G: Oh, I see. And did I really make three phone calls overseas?
R: I’ll check again. Yes, our record show you made three calls. Here are the times and dates.
G: Oh, I forgot it. And how much does it come to?
R: You made three calls overseas and they are 12$. Totally, it is 74$ . Is everything OK now,
sir/madam?
G: Oh, that’s fine.
R: How would you like to pay?
G: I’d like to pay by master card.
R: Certainly, sir/madam. And here’s your receipt. I hope you enjoyed your stay with us.
G: Thank you.

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