English for the Business Centre

1. Sending a Fax for a Guest


1.1 Checking the destination
* (Look for the guest's name on the fax:) Which country are you sending the fax to, (name)?

1.2 Saying how much the fax will cost
* The charge will be (2) Yuan per minute.
* We’ll send the transmission report and your fax to your room.


1.3 Saying when the fax will be sent
* We’ll send it immediately.

1.4 Taking payment
* Shall I charge it to your room? …
(Room charge:) May I have your name and room number, please? … Thank you very much.
(If the guest wants to pay in cash:) The cost of sending the fax is (20)Yuan. … Here’s your change.
* Is there anything else I can do for you? … Thank you very much, (Mr Smith). I hope you have a wonderful day!

I hope you enjoy your stay with us.



1.5 Telling a guest by telephone that the transmission has not yet been successful
* Good (afternoon), (name). This is (Crystal) in the Business Centre speaking. I’m afraid I cannot (can’t) get through to the fax number you gave me.
* Do you have another fax number
* I’ll keep trying, and I’ll let you know when I get through.


1.6 If the transmission is still unsuccessful
* Good (afternoon), (name). This is (Crystal) in the Business Centre
speaking. I’m afraid I still can’t get through to the fax number you gave
* I’ll keep trying and I’ll let you know when I get through.

* Good (afternoon), (name). This is (Crystal) in the Business Centre speaking. I have good news for you. I’ve managed to send your fax.
* I wish you a wonderful day. Goodbye.


2. Making Photocopies for a Guest


2.1 Normal Situation
* Certainly, (sir). How many copies would you like?
* I’ll take care of it right away.


2.2 The guest asks about the charge
* The charge is (2) Yuan per page.
* It’s only a few pages. There’s no charge, (sir).

2.3 The guest comments about the price
* I’m very sorry. I’m afraid it’s the hotel’s charge.
* I understand what you’re saying. (Or: I empathize fully with you, (madam).)
I’m afraid it’s the hotel’s charge.

2.4 Taking payment
* Shall I charge it to your room? …
(Room charge:) May I have your name and room number, please? … Thank you very much.
(If the guest wants to pay in cash:) The cost of sending the fax is (20)Yuan. … Here’s your change.
* Is there anything else I can do for you? … Thank you very much, (Mr Smith). I hope you have a wonderful day!

I hope you enjoy your stay with us.


2.5 Thanking the guest and saying goodbye
* Is there anything else I can do for you? … Thank you very much, (Mr Smith). I hope you have a wonderful day!

I hope you enjoy your stay with us.


3. A Guest Asks to Use a Computer to Connect to the Internet


3.1 Normal Situation
* Certainly, (sir). Please follow me and I’ll connect you right away.
* Are you enjoying your stay? … I’m glad to hear that.

3.2 Talking About the Charges
* The charge is (2) Yuan per minute.

3.3 Taking payment
* Shall I charge it to your room? …
(Room charge:) May I have your name and room number, please? … Thank you very much.
(If the guest wants to pay in cash:) The total cost for the (20) minutes is (40)Yuan. … Here’s your change.
* Is there anything else I can do for you? … Thank you very much, (Mr Smith). I hope you have a wonderful day!

I hope you enjoy your stay with us.


3.4 Complaint about the speed
* I’m afraid it’s sometimes like this, (name). I’m very sorry.


4. Confirming an Air Ticket


4.1 Normal Situation
* Certainly, (sir).
* (Name), You’re flying from Beijing to Rome leaving on the 15th at 11:30 p.m. on CX212. Is that correct?
* I’ll take care of it right away, and I’ll send a message to your room together with your air ticket when it is confirmed.

* Is there anything else I can do for you? … Thank you very much, (Mr Smith). I hope you have a wonderful day!

I hope you enjoy your stay with us.


4.2 When You Cannot Read the Air Ticket Information
* Certainly, (sir).
* (Name), I can’t quite read the date of departure.
time of departure.
flight number.
* Could you please tell me your date of departure?
time of departure?
flight number?
* Just to confirm that …you’re flying from Beijing to Rome, leaving on the 15th at 11:30 p.m. on CX212. Is that correct?
* I’ll take care of it right away, and I’ll send a message to your room together with your air ticket when it is confirmed.

* Is there anything else I can do for you? … Thank you very much, (Mr Smith). I hope you have a wonderful day!

I hope you enjoy your stay with us.



5. Booking an Air Ticket


5.1 Asking for the Flight Details
* Certainly, (madam).
* When would you like to travel?
* When would you like to arrive there?
* Would you like to travel Business Class or Economy Class?
* Do you have a preferred airline or shall I look for the cheapest fare?

* Just to confirm that …you’d like to fly from Beijing to Buenos Aires, leaving on the 3rd, arriving there in the morning if possible. You’d like to travel in Economy Class and you’d like me to source (find out) the lowest fares. Is that correct?
* I’ll take care of it right away, and I’ll send a message to your room with your options (choices).

* Is there anything else I can do for you? … Thank you very much, (Mr Smith). I hope you have a wonderful day!

I hope you enjoy your stay with us.

5.2 The Guest Follows Up
* Not Yet Booked: I’m still waiting to hear from the travel agency. I’ll let you know as soon as I hear from them.

* You have trained the information asked for: I’ve already sent the information to your room, (sir).

* You have booked the flight already:
* I’ve already booked the flight for you, (sir). It’s confirmed.
* When would you like a messenger from the travel agency to bring the ticket? … I’ll arrange that for you. You can pay the messenger with your (VISA) credit card. (Which card do you have? … That’s fine.)
* Is there anything else I can do for you? … Thank you very much, (Mr Smith). I hope you have a wonderful day and a safe flight.



6. A Guest Asks for the Typing Service


6.1 Normal Situation
* Certainly, (sir). I’ll take care of it right away.

6.2 The guest asks about the charge
* The charge is (50) Yuan per page.

6.3 The guest comments about the price
* I’m very sorry. I’m afraid it’s the hotel’s charge.
* I understand what you’re saying. (Or: I empathize fully with you, (madam).)
I’m afraid it’s the hotel’s charge.

6.4 Taking payment
* Shall I charge it to your room? …
(Room charge:) May I have your name and room number, please? … Thank you very much.
(If the guest wants to pay in cash:) The cost of sending the fax is (20)Yuan. … Here’s your change.
* Is there anything else I can do for you? … Thank you very much, (Mr Smith). I hope you have a wonderful day!

I hope you enjoy your stay with us.


6.5 You ask questions about the document
* How would you like it spaced?
* How would you like the document to look?
* What font and size of font would you like?
* indent the first line of every paragraph
* align the paragraphs
* use (Times New Roman), size (12).

6.6 The guest asks when it will be ready
* It’ll be ready by … Would that be all right?
* It’ll be ready in about (45) minutes. Is that all right?
6.7 Thanking the guest and saying goodbye
* Is there anything else I can do for you? … Thank you very much, (Mr Smith). I hope you have a wonderful day!

I hope you enjoy your stay with us.



7. A Guest Asks for the Book Binding Service


7.1 Normal Situation
* How would you like the book bound?
* We can bind it with a plain or coloured plastic cover with a spiral binder. We can also bind it with a hard paper cover. We have several kinds of hard paper.

7.2 The guest asks about the charge
* The charge is (30) Yuan per (sheet of plastic /spiral binder).
* It costs (30) Yuan for 50 pages and (50) Yuan for 100 pages.
* The total cost will be (30) Yuan.

7.3 The guest comments about the price
* I’m very sorry. I’m afraid it’s the hotel’s charge.
* I understand what you’re saying. (Or: I empathize fully with you, (madam).)
I’m afraid it’s the hotel’s charge.

7.4 Taking payment
* Shall I charge it to your room? …
(Room charge:) May I have your name and room number, please? … Thank you very much.
(If the guest wants to pay in cash:) The cost of sending the fax is (20)Yuan. … Here’s your change.
* Is there anything else I can do for you? … Thank you very much, (Mr Smith). I hope you have a wonderful day!

I hope you enjoy your stay with us.


7.5 Thanking the guest and saying goodbye
* Is there anything else I can do for you? … Thank you very much, (Mr Smith). I hope you have a wonderful day!

I hope you enjoy your stay with us.