Doubled

Date: 2015-10-07; view: 545.

Jan Van der Vaart is checking into the Panorama Hotel near Palermo. Listen to the conversation and complete the receptionist's lines.

Say what you've learned from the text about.

a) staffing; b) leading; c) controlling

1 Good morning sir, welcome to the Panorama Hotel. How ________ ________ _______?

……

2 Ah, Mr Van der Vaart, it's ________ ________ ________ you. Let me check the details of your reservation.

…

3 So, you booked our eight premium class rooms on the top floor of the hotel and you're staying for the conference, that's from the 5^th to the 8^th of February, _______ ________ ________?

…..

4 Well, we only have eight premium class rooms in the hotel. _______ ________ ________ if there are any other rooms available. I'm really sorry, Mr Van der Vaart but the hotel is completely full because...

….

5 _______ ________ ________ you are saying, sir, but all of the rooms are fully booked. This is a very busy time of year…

….

6 _______ ________ ________ I can think of is for two of your party to share a room. In each of the premium class rooms…

….

7 I ________ ________ _______ sir, now can I ask you to fill in these forms…

Part 4 Speaking

Prepare a one-minute presentation on one of these topics. You have one minute to prepare your talk.

A What is important when attracting customers to big department stores?

• Special offers
• Customer services (e.g. childcare, gift wrapping, home delivery)

B What is important when dealing with customer's complaints on the phone?

• Listening
• Finding solutions to problems

C What is important when selling products over the phone?

• Personality
• Voice

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2 GBH Chemicals has gone bankrupt.