Memesan meja di restoran lewat telepon (a phone call to

book a table at a restaurant)

Waiter: Good afternoon, Amore Restaurant, how may I help you?
Kevin: Good afternoon. I would like to make a reservation for two, please.
Waiter: Certainly. Is it for tonight, sir?
Kevin: Yes, tonight at 7:30 pm. Is it possible?
Waiter: Just a minute, Sir. I will check.
(checking)
Waiter: Hello, Sir. Yes, we have an available table for two, for 7:30 pm tonight. May I have your
name, please?
Kevin: It’s Kevin Smith.
Waiter: Alright, Mr. Smith. May I have your contact number, please?
Kevin: Sure. It’s 0815-13534243.
A: Thank you, Sir. I look forward to see you tonight.

Di restoran (at the restaurant)

Kevin: Good evening. I have a reservation for two.
Waiter: Good evening, Sir. May I have your name, please?
Kevin: Kevin Smith.
Waiter: Yes, Mr. Smith. Over here, please (showing a table for two). This is the menu, Sir
(handing out a menu).
Kevin: Thank you.

Berikut ini ada sebuah percakapan bahasa Inggris di restoran yang tujuannya adalah memesan
makanan. Semoga memberikan solusi bagi Anda yang sedang mencari percakapan jenis ini.

Image source: Google Images

Waitress: Good night, are you ready to take your order?

Andy: I need a few minutes to choose.

Waitress: No problem sir, I always be happy waiting for you.

Laura: What are the special foods in this restaurant?

Waitress: We have mushroom steak, New York strip steak, and off course, our best food baked
salmon including creamy herb sauce. Which one do you prefer miss?

Laura: The third food sounds good. I choose your best, baked salmon including creamy herb
sauce.

Waitress: Nice order, and what do you need for the drink?

Laura: a red wine.

Waitress: Ok, thank you. And sir, have you decided your order?

Andy: Oh ya, I am sorry. Baked potato please and I prefer to choose the white wine for the drink.

Waitress: Thank you, and give me 15 minutes to serve your orders.

The waitress brings the food to the table.

Waitress: The foods are ready to eat! Here you go. Will you need some help more?

Andy: Yes, would you mind to bring me some ketchup?

Waitress: Sure, and how about you miss?

Laura: No, it seems that I do not need your help. Thanks for your serve. It’s quite tasty.

Waitress: Thank you, this is our best food so we have well-trained chef to cook it.

Laura: That’s good. Keep it up.

 Making a Reservation
Making a Reservation maksudnya adalah memesan kamar Hotel atau penginapan
lainnya. Pemesanan Kamar dapat dilakukan langsung atau melalui telepon. Melayani
pemesanan kamar merupakan hal yang perlu dilakukan. Orang-orang yang bekerja di
garis depan atau orang yang pertama sekali melayani tamu, adalah orang-orang yang
menentukan dan merupakan cerminan dari semua orang yang bekerja di Hotel
tersebut. Oleh karena itu, gunakan bahasa dan ungkapan yang baik sebagai bentuk
Pelayanan Prima (Service Excellent) bagi tamu Hotel Anda.
Berikut ini adalah contoh-contoh ungkapan ataupun percakapan conversation bahasa
inggris yang sering digunakan baik bagi resepsionis atau tamu Hotel.

 Vocabularies dealing with reservation

 Receptionist (n)
 Guest (n)
 Room (n)
 Single room (n)
 Double room (n)
 Executive room (n)
 President suite (n)
 Family room (n)
 Reserve (v)
 Book (v)

 Ungkapan Yang Sering Digunakan Oleh Resepsionis

 Enterprise Hotel, Lisa speaking. How can I help you? Hotel Enterprise. Dengan
Lisa di sini. Ada yang bisa saya bantu?
 What date are you looking for? Mau pesan kamar tanggal berapa?
 How long will you be staying? Mau menginap berapa lama?
 How many adults will be in the room? Orang dewasanya berapa orang?
 I’m afraid we are booked that weekend. Kalau minggu ini, semua kamar sudah
dipesan.
 There are only a few vacancies left. Masih ada beberapa kamar yang kosong.
 We advise that you book in advance during peak season. Kami menyarankan
Anda memesan kamar lebih cepat pada masa-masa puncak liburan.
 Will two double beds be enough? Apakah double bed cukup?
  Do you want a smoking or non-smoking room? Mau kamar yang bebas rokok
atau tidak?
 The dining room is open from 4 pm until 10 pm. Restoran buka dari jam 4 sore
sampai jam 10 malam.
 We have an indoor swimming pool and sauna. Hotel kami memiliki kolam renang
di dalam hotel dan sauna.
 We serve a continental breakfast. Kami melayani sarapan masakan Asia.
 Cable television is included, but the movie channel is extra. TV Kabel sudah
termasuk dalam biaya, namun channel Film ada biaya tambahan.
 The rate I can give you is 99.54 with tax. Saya bisa memberikan harganya 99,54,
sudah termasuk pajak.
 We require a credit card number for a deposit. Kami butuh nomor kartu kredit
untuk deposit (sejumlah uang yang digunakan untuk panjar hotel. Jumlah
Deposit bisa saja lebih dari biaya hotel, dan akan dikembalikan pada saat check
out)

 Ungkapan Yang Sering Digunakan oleh Tamu Hotel

 I’d like to make a reservation for next week. Saya mau pesan kamar untuk
minggu depan.
 Is it necessary to book ahead? Perlu pesan kamar dulu?
 Do you charge extra for two beds? Ada biaya tambahan untuk 2 kamar tidur?
 Do you offer free breakfast? Sarapannya gratis?
 Is there a restaurant in the hotel? Ada restoran di hotel Anda?
 Do the rooms have refrigerators? Ada kulkas dalam kamar?
 Is there an outdoor pool? Ada kolam renang yang diluar ruangan?
 Do you have any cheaper rooms? Ada kamar yang lebih murah?
 When is it considered off- season? Kapan yang dianggap bukan musim yang
padat?

 Contoh Percakapan:
Receptionist : Thanks for calling Quality Inn. Morine speaking. Terima kasih karena telah
menghubungi Penginapan Quality. Dengan Morine disini.
Caller : Hello. I’m interested in booking a room for the September long weekend. Hello. Saya
mau pesan kamar untuk akhir pekan yang panjang di bulan September.
Receptionist : I’m afraid we’re totally booked for that weekend. There’s a convention in town and
we’re the closest hotel to the convention center. Waduh, sepertinya semua kamar
sudah dipesan pada tanggal yang Anda minta. Ada konvensi di dekat hotel kami.
Caller : Oh, I didn’t realize. Well what about the weekend after that? Oh begitu ya.
Bagaimana kalau setelah itu?
Receptionist : So… Friday the seventeenth? Jadi … Jum’at tanggal 17?
Caller : Yes. Friday and Saturday. Ya. Jum’at dan Sabtu.
eceptionist : It looks like we have a few vacancies left. We recommend that you make a
reservation, though. It’s still considered peak season then. Sepertinya masih ada komor
kosing. Saran kami Anda secepatnya buat pemesanan. Ini masih liburan puncak.
aller : Okay. Do you have any rooms with two double beds? We’re a family of four. OK.
Ada kamar dengan 2 double bed? Kami sekeluarga ada 4 orang.
eceptionist : Yes, all of our rooms have two double beds. The rate for that weekend is $129
dollars a night. Ya. Semua kamar memiliki 2 double bed. Rate (harga) nya pada akhir
minggu itu adalah $ 129 per malam.
aller : That’s reasonable. And do you have cots? One of my daughters might be bringing a
friend. Masih terjangkau. Salah satu putri saya mungkin membawa teman. Kena biaya
ya?
eceptionist : We do, but we also charge an extra ten dollars per person for any family with over
four people. Iya. Tapi hanya dikenakan biaya tambahan 10 Dollar per orang dengan
keluarga yang lebih dari 4 orang.
aller : Okay, but I’m not positive if she is coming. Can we pay when we arrive? OK. Tapi
belum positif kalau dia mau datang. Bisa kami bayar kalau kami sampai di hotel saja?
eceptionist : Yes, but we do require a fifty dollar credit card deposit to hold the room. You can
cancel up to five days in advance and we will refund your deposit. Ya. Tapi kami butuh
50 Dollar dari kartu kredit Anda untuk deposit kamar tersebut. Anda dapat
membatalkannya 5 hari sebelumnya dan kami akan mengembalikan deposit Anda.
aller : Great, I’ll call you right back. I have to find my husband’s credit card. Baiklah. Saya
akan menelpon Anda lagi nanti. Saya akan minta Kartu Kredit suami saya.
eceptionist : Okay. Oh, and just to let you know…our outdoor pool will be closed, but our indoor
pool is open. Baik. Oh, dan perlu Ibu ketahui bahwa kolam renang di luar ruangan kami
akan ditutup, tapi yang di dalam ruangan akan dibuka.
Task 1

Situation: Making reservation for booking a hotel room

Hotel Receptionist = HR
The caller = C

HR : Plaza Hotel, Good morning. Leo’s speaking

C : Ah yes, I ____________ to book 2 rooms for myself and my father.
Could you tell me _________ of a single room per night?

HR : Certainly. The ___________ of a single room is $ 40.

would you like to have them?
C : From the 25th to 28th of February

HR :___________ on the 25th, leaving on the 28th, three nights?

C : That’s right
 HR : Just a moment please.
C : Alright.
HR : it’s your fortune day, Sir. We’re _____________ on 25th until 28th of February
2013.
C :. I take it.
HR : Of course, Sir. May I ______ your full name?
C : Edward Forrer.
HR : can you ______ your name, please?
C : E-D-W-A-R-D F-O-R-R-E-R
HR :. __________________
C : you’re welcome.

Tujuan Pembelajaran
1. Siswa dapat menggunakan ungkapan untuk mengajukan keluhan dengan tepat.

 Expression dealing with Handling complaints

o Excuse me. I have a problem with my phone I bought in your shop yesterday.
o I apologize for your inconvenient.
o I am very sorry, Sir
o We will check it first.
o We will repair it soon.
o I received my order from your boutique. But there is no belt here. You know, the gown
will be imperfect without the belt.
o I have registered my cell phone number, but why do you cut the net
o You are right, we will change it.
o We will continue your problem to our manager.
o Well, thank you for your attention
o You are welcome

Contoh percakapan tentang handling complaint

Complaint Dialogue In Aston International Hotel

Percakapan mengenai Keluhan Tamu pada Hotel Aston Internasional

F : Good Morning Sir. May I help you?

S : Actually, I just got the news that my flight will arrive at 4.30 PM but it supposed to
come at 10.00 AM. I am 60 years as you see, so it will be so difficult for me to wait in
the airport for such a long time. I want to occupy your room till the afternoon.
F : Sir, you are lucky as we don’t have any booking of that room till afternoon. But sir, as
you know, 12.00 PM is our last check out time and if you like to stay more then you
have to pay for that.
S : What ??? (with the loud voice). What the hell are you talking? Why I have to pay?
F : Sir, it is the rule. Sir, you will be happy to hear that you will not have to pay full room
rent. If you stay till afternoon then you will be charged only 50% of the room rent.
S : Hey men. Don’t you know I have settle my account already?
F : Yes… Sir… But …
Ya Pak…..Tapi……
S : What but? Listen…..hey listen to me. I will not pay a single cent for 4 hours. Are you
deaf? I will not pay anymore. Is it clear to you?
F : Sir, I really understand your problem. But I am afraid I have nothing to do. 12.00 PM
is our last check out time and if you want to stay more you have to pay, that is the rule
we have for all our guest.
S : I have been staying in this hotel for 3 days. Your service is so poor. I will complaint
against you.
F : We are very sorry Sir. OK… I can do one favor for you.
S : What ???
F : Sir, after 12 you can leave your baggage to us and enjoy in our lobby. And you will
not be charged anymore.
S : Damn it man! You people are mad. Listen to me clearly. I know how hard to earn
money. I will not pay anymore for 3 to 4 hours.
F : Sir, you can really enjoy in our lobby for the rest of the time.
S : No….never. I like to sleep in my room till 3 PM and I will never pay anymore.
F : Then Sir please be seated in our lobby. I am calling our manager. He is the right
person to solve your problem. Please be sited there. Our manager will come within 5
minutes.
S : Ok, I am waiting. Let him come and talk to me.
F : Thank you Sir for your patience !
 Task 2

Read the dialogue of handling complaint above. Write the wrong things and the
right things that must be done by customer and receptionist in making and
handling complaint!

Note:
Tamu harus tahu aturan yang berlaku dan benar-benar yakin untuk membuat keluhan.
Dalam kasus ini tamu tersebut tidak mengetahui aturan yang berlaku di hotel tersebut.
SeharusnyaTamu tersebut harus mengetahui bahwa waktu terakhir tamu harus
meninggalkan hotel adalah pukul 12:00 siang menurut aturan yang biasa digunakan
secara internasional.
Hal ini ditunjukkan pada kalimat :
….“ Apa??? (dengan suara keras). Apa sih yang sedang Anda bicarakan? Mengapa
saya harus membayar? ”

The guest must know the rule and make absolutely sure it is necessary to complain. In
this case the guest doesn’t know the rule that applied in hotel. The guest should know
that 12.00 PM is hotel’s last check out time, according to international rule.
It is shown in this sentence:
…. “What ??? (with the loud voice). What the hell are you talking? Why I have to
pay?”

b. Tamu tidak boleh berkata kasar saat menyampaikan keluhan. Namun dalam kasus ini
tamu berbicara kasar saat menyampaikan keluhan. Hal ini ditunjukkan pada kalimat :
….“ Tapi apa? Dengar... .. hei dengarkan saya. Saya tidak akan membayar satu sen pun
untuk 4 jam. Apakah Anda tuli? Saya tidak akan membayar lagi. Apakah sudah jelas
bagi Anda?”
….“Sialan! Anda gila. Dengarkan saya dengan jelas. Saya tahu betapa sulitnya untuk
mendapatkan uang. Saya tidak akan membayar lagi untuk 3 sampai 4 jam.”
 The Guest never be rude when complaining. But in this case the guest talking rudely . It
is shown in this sentence:
….“ What but? Listen…..hey listen to me. I will not pay a single cent for 4 hours. Are you
deaf? I will not pay anymore. Is it clear to you? ”
….” Damn it man! You people are mad. Listen to me clearly. I know how hard to earn
money. I will not pay anymore for 3 to 4 hours. “

c. Keluhan harus disampaikan sesegera mungkin untuk meminimalisasi permasalahan.

Pada percakapan ini, tamu tersebut segera menyampaikan keluhannya setelah dia
mendengar informasi yang membuat dirinya tidak nyaman. Hal ini ditunjukkan secara
implisit dalam percakapan di atas.

Complain must be communicated immediately to minimalist problems. In this

conversation, the guest communicate his complaint immediately after he got the
information which make him uncomfortable. This is shown implicitly in the conversation
above.

d. Anggaplah baik perusahaan maupun tamu berada di posisi yang benar. Namun dalam
kasus ini tamu bersikeras bahwa kesalahan ada pada pihak hotel. Hal ini ditunjukkan
secara implisit dalam percakapan di atas.

Consider both the company and guests in the right position. But in this case the guests
insisted that the fault in hotel side. This is shown implicitly in the conversation above.

Analisis Cara Menangani Keluhan

Analysis of Handling Complaint
a. Selalu berpikir positif dan membantu tamu anda. Hal ini ditunjukkan pada kalimat :
…. “Itu sudah peraturan Pak. Anda akan senang jika mendengar bahwa Bapak tidak
harus membayar sewa kamar penuh. Jika Anda tinggal sampai sore hari maka anda
akan dikenakan biaya hanya 50% dari sewa kamar”.
 Be positive and helpful to your guest. It is shown in this sentence:
…. “Sir, it is the rule. Sir, you will be happy to hear that you will not have to pay full room
rent. If you stay till afternoon then you will be charged only 50% of the room rent”.

b. Pelanggan bisa marah ketika mereka mengeluh, jadi cobalah menjadi simpatik
(pengertian), mendengarkan mereka dengan sabar, tidak pernah menaikkan suara
Anda atau berdebat. Jangan pernah mengakui bahwa produk perusahaan Anda
cacat/rusak, malah sebaliknya, yakinkan bahwa keluhan tersebut adalah kasus yang
tidak sering terjadi di perusahaan. Pada saat yang sama, yakinkan bahwa Anda
memahaminya dan memberikan simpati , namun jangan membuat janji yang ada
kemungkinan untuk tidak bisa ditepati. Hal ini ditunjukkan pada kalimat :
…. “Pak, saya benar-benar mengerti masalah Bapak. Tetapi saya takut tidak dapat
melakukan apa pun. Tamu harus meninggalkan hotel paling lambat jam 12.00 siang
dan jika Anda ingin tinggal lebih lama, anda harus membayar, ini adalah aturan yang
kami terapkan untuk semua tamu kami”.

Customers can get mad when they complaining, so try to be sympathy, listen to their
complaint patiently, do not ever raise your voice or debating with your customer. Don’t
ever claim that your company product is failed, otherwise, convice them that this case is
unusual in your company. In the same time, make them believe that you understand
and sympaty with their problem, but don’t ever make a promise that can’t be fulfiled. It
is shown in this sentence:
…. “Sir, I really understand your problem. But I am afraid I have nothing to do. 12.00 PM
is our last check out time and if you want to stay more you have to pay, that is the rule
we have for all our guest”.

c. Selalu mengucapkan terima kasih kepada pelanggan (meskipun mereka benar atau
salah), atas pengaduan yang mereka sampaikan untuk mendapatkan perhatian
perusahaan (membuat Anda menjadi tahu permasalahannya). Dan katakan kepada
 mereka bahwa perusahaan Anda akan selalu siap untuk membantu mereka. Hal ini
ditunjukkan pada kalimat :
…. “Terima kasih untuk pengertian Bapak”

Always say thank to the costumer (wheter they right or wrong) for their complaints, that
make you know and aware with the problem. And say to them that company will always
ready to serve and help them. It is shown in this sentence:
…. ”Thank you Sir for your patience !”
CONTOH SOAL
Create a dialogue of making and handling complaint based on the situation below !

You just returned from a holiday in Solo. Unfortunately, the holiday was spoiled
because the hotel room was dirty, the hotel was very noisy and the food was atrocious.
You feel that the travel agent should refund you some of the money. Telephone him and
make your complaint tactfully.

B. Fill the following sentence space of the dialogue with the sentences or phrases
provided !
Receiptionist : …………………(1). Can I help you ?
Mr. Arga : Yes, could I have ……………(2) for the night ?
Receiptionist : Certaintly. Single room or a double ?
Mr. Arga : Single, ……………..
Recepcionist : Would you like a room with (4) …………… or a bath ?
Mr. Arga : A shower. How much is the room ?
Receiptionist : (5) ………… for the room and breakfast. Would you like an
evening meal ?
Mr. Arga : No, thanks. Just breakfast. Can I buy by (6) ……….. ?
Receptionist : Yes, of course. We take Visa and Master Card as well as Dinner
Club. Could you sign (7) ………… please ?
Mr. Arga : Yes, sure. Do you want my address,too ?
Receiptionist : No, just a signature. Do you have (8) ………… ?
Mr. Arga : just a bag
Receiptionist : (9) …………. Your room number is 311. I hope you
(10) …………
Mr. Arga : Thanks.
 Choices:

a. a room f. Enjoy your stay

b. please g. a shower
c. Good morning h. the register, please
d. Rp. 225.000,- i. have any luggage
e. Here is your key j. credit card
 KUNCI JAWABAN EVALUASI

A. Skor maksimal 30

A : hello, good morning. Jasa Mulia Travel Agent. Can I help you ?
B : Good morning, this is your costumer who has just returned from a holiday in Solo
A : What’s seem to be the matter?
B : Well, I am disappointed with facilities given at your recommended hotel.
A : What make you be disappointed with it?
B : the room was dirty, it is very noisy, and the food was atrocious, can you give me
refund for ` some money of mine ?
A : We are really sorry, and we would make a confirmation to our recommended hotel
for taking a half of you money. Then, we will call you later.
B : Thank you for the responses.

B. Skor maksimal 10
1. good morning
2. a room
3. please
4. a shower
5. Rp. 225.000
6. credit card
7. the register, please
8. any luggage
9. here is the key
10. enjoy your stay

Kegiatan belajar 3
Tujuan Pembelajaran:
1. Siswa dapat menggunakan ungkapan untuk membuat kesepakatan.
2. Siswa dapat menggunakan ungkapan untuk memastikan dan membatalkan
kesepakatan dengan tepat.

 Expressions dealing with confirmation and cancellation:

o I’d like to confirm my flight to Singapore.
o I regret to tell you that I have to cancel our appointment.
o I’m afraid I have to cancel my flight.

 Expressions dealing with arrangement

o What will you do on Holiday?
o I am going to go picnic.
o What about tonight?
o How about tomorrow?
o I’m sorry. I have got something to do tomorrow. What about Sunday?

Reservation in the Restaurant, Hotel and Travel Agency

Reservation in the Restaurant, Hotel and Travel Agency

Special Expressions in making a reservation in the Travel agency, Restaurant, and hotel

Business class
1. We would like to Night flight a single ticket to Jakarta
reserve Return ticket
would like
want
2. I am going to book a double for this weekend
am supposed room
3. Could I / We Reserve a table for two for lunch ?
Can May
Should
my traveling to Bali ?
4. Could I / we make reservation trip to Manado next week
for a week ?
journey to Lombok island
tomorrow ?
5. Can I / we book a train seat for this afternoon ?

Special expressions in handling a reservation

Yes, sir/madam what sort of room do you need ?
Yes, of course do you prefer stalls or balcony ?
Certainly. When will you fly, sir ? ( simple future )
When will you be flying, sir ? ( future progressive )
I am sorry to inform you that all (seats/ rooms/ tables/ tickets/inns) have been reserved

Constructions with enough and too

Too + Adjective
eg. This soup is too salty for me
Adj
The plane`s ticket is too expensive
Adj
Adjective + Enough
eg. The hotel room is comfortable enough
Adj
He will be old enough to take the trip to Africa
Adj
Kosa Kata (Vocabulary)
expensive : receptionist : delicious :
Comfortable : luggage : grilled :
Reservation : backpacker : toast :
Sort of.... : Some more : beef :
Pay : Bill : rates :
Stay : price : expense :
Accounts : charge : Debt :
Checking : Credit : Obligation :
account

Some expressions in the Restaurant, hotel and Travel agency

At the Restaurant
Waiter/waitress Customer
- May I help you - we haven`t decided yet.
- What would you like to order ? - We are ready to order now. I`d like……
- Are you ready to order ? - Excuse me, could we have some more !
- Would you care for a drink before dinner ? - May I have the bill. Please!
- May I take your order, please ! - Everything is delicious here
- How would you like your meat? rare, medium - Pass me the salt, please!
or well done - How much does it cost ?
- Anything to drink ? - What is the price of…….
- Vegetables !
- Is everything all right here !
- anything else ?
- Just a minute !
- Here you are.

At the Hotel
Receptionist Customer
- May I help you, sir/madam ! - Excuse me!
- This is reservations - I want to make reservation for single
- Welcome to our hotel. room.
- For single or double room? - I plan to check in tomorrow and stay
- There are standard and deluxe with balcony for a week,
room, here - What kind of facilities here?
- I beg your pardon Sir ! - What is the rate for single bedroom ?
- Could you spell your first name, please? - What`s the check out time ?
- May I have your ID card, sir/madam!
- When do you plan for check in/ check out!
- Have a nice stay, Sir/Madam.
- Here is your key.
- Would you like some help with your luggage?
- Please, check your bill.

At the Travel Agency

Receptionist
- May I help you, sir/madam !
- We have five flight a week, in the morning at
7.15 AM
- Do you want to exchange the tickets ?
- Adi Sumarmo is for the domestic flight only.
- To abroad flight, you can fly from Sukarno
Hatta
Customer
- I`d like to make a booking for three
persons of Garuda flight to Singapore
- Are there still seats available ?
- Could I have a flight ticket to
Singapore?
- How many flight do you have to
Singapore, a week ?
 - What can I do for you, Sir/Madam? - Do you stop over Batam ?
- Would you like to take a seat, please?
- Can I get you something to drink?
- Just a moment, please.

Exercise 1
Practice in pairs and translate into Indonesian

IN THE RESTAURANT

WAITER : Good Evening sir, welcome to our restaurant.

GUEST : Good Evening!
WAITER : Please be seated, I’m just bringing a glass of water for you.
GUEST : Thanks!
WAITER : What would you like to have sir ?
GUEST : What’s your specialty ?
WAITER : We are known for a delicious Chinese food.
GUEST : Please bring one plate Manchurian with Fried Rice.
WAITER : Kindly wait, your order will be delivered within 5-10 minutes.
GUEST : OK.
WAITER : (After Five Minutes) Here is your order sir.
GUEST : Please bring one Coke also.
WAITER : Yes sir.
GUEST : (After having the meal) The food was quite good and your service also.
WAITER : Thanks a lot!
GUEST : Please bring the bill.
WAITER : Here is the bill sir.
GUEST : This is your bill and tip also.
WAITER : Thank you, please do visit next time and have very wonderful night.
GUEST : I will.

Exercise 2
Practice in pairs and translate into good English !

A : Permisi, bisakah saya memesan 4 kamar untuk dua minggu?

B : Oh., tentu. Berapa lama anda akan disini ?
A : Bolehkah kami mengetahui harga ticket ke Bali, Pak ?
B : Tentu, Maaf . pesawat apa yang anda ingin ?
A : Dapatkah saya buat pesanan untuk perjalanan dengan kereta api eksekutif ke Jakarta, minggu
depan?
B : Ya. Boleh tahu nama dan alamat anda ?
A : Omong-omong, berapa tarip per malam, di hotel ini ?
B : Tarip per malam 200.000 dengan pajak 21 %
A : Saya telah mendaftar untuk konperensi di hall hotel ini.
B : Maaf Pak. Kapan anda memesannya ?

Exercise 3
In pairs, rearrange these jumbled expressions into a good conversation.
Then, act it out with your partner.

IN A RESTAURANT

1. Waiter : Would you like anything to drink?

 2. Customer : Yes. I’d like a hamburger and a large order of chips, please.
3. Waiter : Yes, Sir. And would you like anything else?
4. Customer : Yes, I’ll have a mixed fruit salad.
5. Waiter : All right. What would you like for dessert?
6. Customer : Yes. I’d like a large fresh coke, please.
7. Waiter : May I take your order, please?
8. Customer : yes. May I the have bill, please !
9. Waiter : Is everything all right here.
10. Customer : No, thank you. That’s all.
The customer has finished eating

Exercise 4
Translate into good English !

1. Kami akan memesan satu meja untuk makan malam

2. Berapa harga tiket kereta api kelas exekutif ke Bandung ?
3. Bisakah kami memesan kamar untuk hari Minggu ?
4. Apakah yang ingin anda pesan, nona?
5. Bisakah anda mengisi surat pemesanan ini?
6. Berapa lama anda akan menginap di “Setyaki hotel”
7. Permisi, bisakah saya membayar dengan kartu kredit ?
8. Permisi Pak, Dimana kamar mandi?
9. Apakah ada masjid dekat restoran ini?
10. Dimana ruangan untuk makan siang ?

Exercise 5
In pairs, makes short dialogue with the situation below
you call one of the hotel, to make a reservation and your friend as the receptionist answer the phone

Exercise 6
Makes a simple dialogue based on this situations, below ! choose one of the situation, then practice !
groups

you reserve some rooms for your colleague for 3 days, you will have a meeting, dinner, and sport
you reserve a travel to railway station. Your family will go to Bandung next Sunday morning.
you are in the restaurant. Reserve some food for dinner with your friends

Read the following dialogue and then answer the questions below!

Receptionist : Good evening, Sir. What can I do for you ?

Guest : Good evening, madam. Is there any empty room?

Receptionist : Yes, Sir. Have you had a reservation?

Guest : Well, yes. We’ve reserved two rooms.

Receptionist : How did you do it, by phone or others?

Guest : We wrote to this hotel last month.

Receptionist : Ok. What is your name please?

Guest : Herowono

Receptionist : How do you spell it?

Guest : H-e-r-o-w-o-n-o

Receptionist : Have you got any reply?

Guest : Of course, here is the confirmation.

Receptionist : Good. We have two rooms with a better view.

Guest : We’d like a room with twin beds.

Receptionist :It’s a double room with a shower inside.

Guest : That’s fine. We’ll take them.

Receptionist : Would you mind filling this registration form?

Guest : Sure.

Receptionist : Please sign here. How long will you stay here?

Guest : We’ll be staying overnight only.

Receptionist : That’s fine. Enjoy spending the night.

Guest : Will you have our bags sent up?

Receptionist : No worries. Our porter will send them.

Guest : What time will breakfast time be closed?

Receptionist : We serve it until 10.00 a.m.

Guest : Thank you. Good night.

Receptionist : In my pleasure.

Answer the questions based on the dialog.

1. Where does the dialog take place?

2. What does the guest want?
3. Is it possible to have a room without ay reservation?
4. Which room does the guest occupy?
5. How long does the guest use the room?
6. How is the room?
 7. What is the service from the hotel?
8. Does the guest need any other order for the room service?

Task 2

Read the following dialogue and then answer the following questions

Receptionist : Good afternoon. Puspita Travel Agency.

Mr. Jack : Hello, I need two way ticket for three person to Singapore.

Receptionist : What kind of ticket do you want, Sir? Economy or business?

Mr. Jack : Business class and I need it for next Friday.

Can I get the ticket tomorrow?

Receptionist : All right. There is a flight to Singapore next Friday.

You’ll fly on GIA. Your flight number is GIA 235.

It leaves at 09.30 a.m. Please be here an hour before the departure.

Mr. Jack : How much is it all?

Receptionist : It’s $ 540. Can I have your name, please?

Mr. Jack : I’m Jack and the other one is my wife Lilian.

Receptionist : Well, Sir, your ticket will be ready in less than one hour.

Answer the following questions :

1. What kind of ticket does the caller want?

2. How much does the ticket cost?
3. Who will leave to Singapore?
4. What is the flight number of the caller?
5. What kind of ticket does the caller need?

Task 3

Read this dialog and then answer the questions below

Guest : Ah. There’s the problem. My name is Charles Nelson,

not Charles C.Nelson. You must have two guests under

the name.

Hotel Clerk : Okay. Let me check this again. Oh okay. Here we are.
Guest : Yeah

Hotel Clerk : Charles Nelson. A room for one for the 19 …

Guest : wait, wait! It was for tonight. Not tomorrow night.

Hotel Clerk : Hum. Hum. I don’t think we have any rooms for tonight.

There’s a conversation going on in town, and uh let’s see.

Yeah no rooms.

Guest : Ah come on. You must have something

Hotel Clerk : Well. We do have some rooms under renovation with just

a roll-a-way bed. (uh) none of the normal amenities like a

TV or working shower or toilet.

Guest : Ah man. Come on. There must be something else.

Hotel Clerk : Well let me check my computer here. Ah.

Guest : What!

Hotel Clerk : There has been a cancellation for this evening. A

honeymoon suit is now available.

Guest : Great. I’ll take it.

Hotel Clerk : But I’ll have to charge you two hundred fifty dollars for the

night.

Guest : Ah man. I should get a discount for the inconvenience

Hotel Clerk : Well the best I can give you is a ten percent discount plus

ticket for free continental breakfast.

Guest : Hey, isn’t the breakfast free anyway?

Hotel Clerk : Well, only on weekend.

Guest : I want to talk to the manager

Hotel Clerk : Wait, wait, wait Mr. Nelson. I think I can give you
additional 15 discount and I’ll throw in a free room for the

next time you visit us.

Guest : That’ll be a long time.

Choose the correct answer!

1. What is the first problem with the man’s reservation?

1. The hotel confused him with another guest
2. Rooms are overbooked for that evening
3. There are no more rooms available for five people
4. The price for the room is more than he expect

1. For what day did Mr. Nelson make a hotel reservation?

2. the eighteenth
1. the nineteenth
2. the twentieth
3. the twenty first

3. What is taking place in the city that makes getting another room almost possible?

1. a marathon
2. an outdoor music festival
3. a conference
4. building renovation

4. How much is the initial discount on the honeymoon suite after Mr. Nelson complains about
the hotel service?

a. 10 c. 20

b. 15 d. 25

5.How does Mr. nelson respond when the hotel clerk offers to provide him with a free room
on his next visit?

a. He thinks it will take a long time for him to receive the free coupon for the room.

b. He feels he should first receive an apology from the manager for what has happened.

c. He suggests that the hotel should give guests an additional 15% discount in cases like his.

d. He implies that he might not visit again because of the problems he has had.

Evaluasi :
Activity 1.
 Listen to the following expressions and choose the best response!
Example
You will hear: Can I reserve two tables for lunch this afternoon?
Responses: a. That's great.
b. Certainly. I’ll just will check.
The correct response is (b) Certainly. I’ll just will check.

 1.Could I have a ticket for tomorrow evening?

1. a. I'm sorry, it is sold out.

b. OK. That's all right.

 2. I'd like to a reserve two tables for next weekend. Can I make a reservation, please?
2. a. Oh, that's too bad.
b. Certainly. Let me see.

 3. I would like to book a suite room for next holiday.

3. a. That's all right.
b. Certainly.

 4. I have to go to China next week. Can I book a business class ticket, please?

4. a. I'm really sorry to hear that.

b. Sure. I’ll check it.

 5.Could you come on Sunday at 1.00 p.m.for the reservation?

5. a. I'd like to.

b. Yes, that's �� ne.

The Answer Key: 1.A, 2.B, 3.B, 4.B, 5.B

65 Cempaka Street Semarang

52146 Indonesia

Skylight Travel
17 Dingley Court
London WB 2 6 AS

February, 10th 2009

Dear Sir,
My wife and I booked a holiday to Thailand through your agency last month (Sunsure
Hols to Bangkok, March 10th – 24th 2009).
The problem is that now we may not able to travel at that time. Could you inform us
of cancellation and any possible charges? Is there a charge if we cancel before the end of
February? We would like to know about the amendment charge if we change the dates of our
booking.
You’re faithfully,

Saefudin
Complete this replay letter from Mr. Jonathan Marcelino with the word below!

Skylight Travel
17 Dingley Court London WB 2 6 AS

Mr. Saefudin
85 Cempaka Street
Semarang 52146 Indonesia

February 20th 2009

Dear Mr.Saefudin,
Thank you for you’re…of February 10th 2009. We…very…to hear that you may have to
….your holiday.
If you cancel before the….February, the charge is….of your holiday cost. If, however, you
can…the date of your trip, the amendment charge is US $ 20 per….to cover the … cost.
We enclose a full table of cancellation charge for your information.

Yours….

Jonathan Marcellino
Travel Manager.
 Letter administration booking
Confirm cancel change
Are end amendment
Sorry 25% truly

Contoh percakapan tentang handling complaint

Complaint Dialogue In Aston International Hotel

Percakapan mengenai Keluhan Tamu pada Hotel Aston Internasional

F : Good Morning Sir. May I help you?

S : Actually, I just got the news that my flight will arrive at 4.30 PM but it supposed to
come at 10.00 AM. I am 60 years as you see, so it will be so difficult for me to wait in the
airport for such a long time. I want to occupy your room till the afternoon.
F : Sir, you are lucky as we don’t have any booking of that room till afternoon. But sir, as
you know, 12.00 PM is our last check out time and if you like to stay more then you have to
pay for that.
S : What ??? (with the loud voice). What the hell are you talking? Why I have to pay?
F : Sir, it is the rule. Sir, you will be happy to hear that you will not have to pay full room
rent. If you stay till afternoon then you will be charged only 50% of the room rent.
S : Hey men. Don’t you know I have settle my account already?
F : Yes… Sir… But …
Ya Pak…..Tapi……
S : What but? Listen…..hey listen to me. I will not pay a single cent for 4 hours. Are you
deaf? I will not pay anymore. Is it clear to you?
F : Sir, I really understand your problem. But I am afraid I have nothing to do. 12.00 PM
is our last check out time and if you want to stay more you have to pay, that is the rule we
have for all our guest.
S : I have been staying in this hotel for 3 days. Your service is so poor. I will complaint
against you.
F : We are very sorry Sir. OK… I can do one favor for you.
S : What ???
F : Sir, after 12 you can leave your baggage to us and enjoy in our lobby. And you will
not be charged anymore.
S : Damn it man! You people are mad. Listen to me clearly. I know how hard to earn
money. I will not pay anymore for 3 to 4 hours.
F : Sir, you can really enjoy in our lobby for the rest of the time.
S : No….never. I like to sleep in my room till 3 PM and I will never pay anymore.
F : Then Sir please be seated in our lobby. I am calling our manager. He is the right
person to solve your problem. Please be sited there. Our manager will come within 5 minutes.
S : Ok, I am waiting. Let him come and talk to me.
F : Thank you Sir for your patience !

Task 2

Read the dialogue of handling complaint above. Write the wrong things and the right things
that must be done by customer and receptionist in making and handling complaint!
Note:
Tamu harus tahu aturan yang berlaku dan benar-benar yakin untuk membuat keluhan.
Dalam kasus ini tamu tersebut tidak mengetahui aturan yang berlaku di hotel tersebut.
SeharusnyaTamu tersebut harus mengetahui bahwa waktu terakhir tamu harus meninggalkan
hotel adalah pukul 12:00 siang menurut aturan yang biasa digunakan secara internasional.
Hal ini ditunjukkan pada kalimat :
….“ Apa??? (dengan suara keras). Apa sih yang sedang Anda bicarakan? Mengapa saya
harus membayar? ”

The guest must know the rule and make absolutely sure it is necessary to complain. In this
case the guest doesn’t know the rule that applied in hotel. The guest should know that 12.00
PM is hotel’s last check out time, according to international rule.
It is shown in this sentence:
…. “What ??? (with the loud voice). What the hell are you talking? Why I have to pay?”

b. Tamu tidak boleh berkata kasar saat menyampaikan keluhan. Namun dalam kasus ini
tamu berbicara kasar saat menyampaikan keluhan. Hal ini ditunjukkan pada kalimat :
….“ Tapi apa? Dengar... .. hei dengarkan saya. Saya tidak akan membayar satu sen pun
untuk 4 jam. Apakah Anda tuli? Saya tidak akan membayar lagi. Apakah sudah jelas bagi
Anda?”
….“Sialan! Anda gila. Dengarkan saya dengan jelas. Saya tahu betapa sulitnya untuk
mendapatkan uang. Saya tidak akan membayar lagi untuk 3 sampai 4 jam.”

The Guest never be rude when complaining. But in this case the guest talking rudely . It is
shown in this sentence:
….“ What but? Listen…..hey listen to me. I will not pay a single cent for 4 hours. Are
you deaf? I will not pay anymore. Is it clear to you? ”
….” Damn it man! You people are mad. Listen to me clearly. I know how hard to earn
money. I will not pay anymore for 3 to 4 hours. “

c. Keluhan harus disampaikan sesegera mungkin untuk meminimalisasi permasalahan.

Pada percakapan ini, tamu tersebut segera menyampaikan keluhannya setelah dia mendengar
informasi yang membuat dirinya tidak nyaman. Hal ini ditunjukkan secara implisit dalam
percakapan di atas.

Complain must be communicated immediately to minimalist problems. In this conversation,

the guest communicate his complaint immediately after he got the information which make
him uncomfortable. This is shown implicitly in the conversation above.

d. Anggaplah baik perusahaan maupun tamu berada di posisi yang benar. Namun dalam
kasus ini tamu bersikeras bahwa kesalahan ada pada pihak hotel. Hal ini ditunjukkan secara
implisit dalam percakapan di atas.

Consider both the company and guests in the right position. But in this case the guests
insisted that the fault in hotel side. This is shown implicitly in the conversation above.

Analisis Cara Menangani Keluhan

Analysis of Handling Complaint
a. Selalu berpikir positif dan membantu tamu anda. Hal ini ditunjukkan pada kalimat :
…. “Itu sudah peraturan Pak. Anda akan senang jika mendengar bahwa Bapak tidak harus
membayar sewa kamar penuh. Jika Anda tinggal sampai sore hari maka anda akan dikenakan
biaya hanya 50% dari sewa kamar”.

Be positive and helpful to your guest. It is shown in this sentence:

…. “Sir, it is the rule. Sir, you will be happy to hear that you will not have to pay full
room rent. If you stay till afternoon then you will be charged only 50% of the room rent”.

b. Pelanggan bisa marah ketika mereka mengeluh, jadi cobalah menjadi simpatik
(pengertian), mendengarkan mereka dengan sabar, tidak pernah menaikkan suara Anda atau
berdebat. Jangan pernah mengakui bahwa produk perusahaan Anda cacat/rusak, malah
sebaliknya, yakinkan bahwa keluhan tersebut adalah kasus yang tidak sering terjadi di
perusahaan. Pada saat yang sama, yakinkan bahwa Anda memahaminya dan memberikan
simpati , namun jangan membuat janji yang ada kemungkinan untuk tidak bisa ditepati. Hal
ini ditunjukkan pada kalimat :
…. “Pak, saya benar-benar mengerti masalah Bapak. Tetapi saya takut tidak dapat melakukan
apa pun. Tamu harus meninggalkan hotel paling lambat jam 12.00 siang dan jika Anda ingin
tinggal lebih lama, anda harus membayar, ini adalah aturan yang kami terapkan untuk semua
tamu kami”.

Customers can get mad when they complaining, so try to be sympathy, listen to their
complaint patiently, do not ever raise your voice or debating with your customer. Don’t ever
claim that your company product is failed, otherwise, convice them that this case is unusual
in your company. In the same time, make them believe that you understand and sympaty with
their problem, but don’t ever make a promise that can’t be fulfiled. It is shown in this
sentence:
…. “Sir, I really understand your problem. But I am afraid I have nothing to do. 12.00 PM
is our last check out time and if you want to stay more you have to pay, that is the rule we
have for all our guest”.

c. Selalu mengucapkan terima kasih kepada pelanggan (meskipun mereka benar atau
salah), atas pengaduan yang mereka sampaikan untuk mendapatkan perhatian perusahaan
(membuat Anda menjadi tahu permasalahannya). Dan katakan kepada mereka bahwa
perusahaan Anda akan selalu siap untuk membantu mereka. Hal ini ditunjukkan pada kalimat
:
…. “Terima kasih untuk pengertian Bapak”

Always say thank to the costumer (wheter they right or wrong) for their complaints, that
make you know and aware with the problem. And say to them that company will always
ready to serve and help them. It is shown in this sentence:
…. ”Thank you Sir for your patience !”

A. Create a dialogue of making and handling complaint based on the situation below !

You just returned from a holiday in Solo. Unfortunately, the holiday was spoiled because the
hotel room was dirty, the hotel was very noisy and the food was atrocious. You feel that the
travel agent should refund you some of the money. Telephone him and make your complaint
tactfully.
B. Fill the following sentence space of the dialogue with the sentences or phrases provided !
Receiptionist : …………………(1). Can I help you ?
Mr. Arga : Yes, could I have ……………(2) for the night ?
Receiptionist : Certaintly. Single room or a double ?
Mr. Arga : Single, ……………..
Recepcionist : Would you like a room with (4) …………… or a bath ?
Mr. Arga : A shower. How much is the room ?
Receiptionist : (5) ………… for the room and breakfast. Would you like an
evening meal ?
Mr. Arga : No, thanks. Just breakfast. Can I buy by (6) ……….. ?
Receptionist : Yes, of course. We take Visa and Master Card as well as Dinner
Club. Could you sign (7) ………… please ?
Mr. Arga : Yes, sure. Do you want my address,too ?
Receiptionist : No, just a signature. Do you have (8) ………… ?
Mr. Arga : just a bag
Receiptionist : (9) …………. Your room number is 311. I hope you
(10) …………
Mr. Arga : Thanks.

Choices:

a. a room f. Enjoy your stay

b. please g. a shower
c. Good morning h. the register, please
d. Rp. 225.000,- i. have any luggage
e. Here is your key j. credit card

Expressions in making and taking reservation.

Observe the picture below and then read the dialogue beneath it!

Receptionist : Good morning, May I help you?

Customer : Yes, I would like to reserve a room.

Receptionist : Is it for tonight?

Customer : No, for next Saturday.

Receptionist : How many nights do you want the room for?

Customer : Three nights. Is it available?

Receptionist : Yes, Miss. The room is available for next Saturday.

Customer : Under what name do you want the reservation, please?

Reseptionist : Anissa.
The bold sentences are expressions which are often used by receptionists and guests in
making reservations.

Below are some other examples :

I would like to have …

Could you fill out this form ?

Anugrah Hotel, can I help you ?

The expressions used in making reservation usually use the following pattern :

Future Tense : Simple Future using “will” and “be going to”

Examples : I am going to reserve a room for tonight.

I will saty in this hotel for two nights.

Ø Expression dealing with Handling complaints

o Excuse me. I have a problem with my phone I bought in your shop yesterday.
o I apologize for your inconvenient.
o I am very sorry, Sir
o We will check it first.
o We will repair it soon.
o I received my order from your boutique. But there is no belt here. You know, the gown
will be imperfect without the belt.
o I have registered my cell phone number, but why do you cut the net
o You are right, we will change it.
o We will continue your problem to our manager.
o Well, thank you for your attention
o You are welcome
Fill the following sentence space of the dialogue with the sentences or phrases
provided !

Receiptionist : …………………(1). Can I help you ?

Mr. Arga : Yes, could I have ……………(2) for the night ?

Receiptionist : Certaintly. Single room or a double ?

Mr. Arga : Single, ……………..

Recepcionist : Would you like a room with (4) …………… or a bath ?

Mr. Arga : A shower. How much is the room ?

Receiptionist : (5) ………… for the room and breakfast. Would you like an

evening meal ?

Mr. Arga : No, thanks. Just breakfast. Can I buy by (6) ……….. ?

Recetionist : Yes, of course. We take Visa and Master Card as well as

Dinner

Club. Could you sign (7) ………… please ?

Mr. Arga : Yes, sure. Do you want my address,too ?

Receiptionist : No, just a signature. Do you have (8) ………… ?

Mr. Arga : just a bag

Receiptionist : (9) …………. Your room number is 311. I hope you

(10) …………

Mr. Arga : Thanks.

Choices:

1. A room
2. please
3. good morning
4. Rp.225.000
5. Here is your key
6. Enjoy your stay
7. A shower
8. The register, please
9. Have any luggage
10. Credit card

C. Conditional Sentences Type I, II or III

 Complete the Conditional Sentences with the correct form (Type I, II or III).

1. If I (be) __________________ stronger, I would help you carry the piano.

2. If we had seen you, we (stop) __________________.
3. If we (meet) __________________him tomorrow, we will say hello.
4. He would have repaired the car himself if he (has) _________________ the tools.
5. If you drop the vase, it (breaks) __________________.
6. If I had not studied, I (not/pass) __________________ the exam.
7. I would not go to school by bus if I (have) __________________a driving license.
8. If she (not/see) __________________ him every day, she would be lovesick.
9. I (not/travel) _________________to London if I don't get a cheap flight.
10. We would be stupid if we (tell) ___________________him about our secret.

KUNCI JAWABAN EVALUASI KOMPETENSI DASAR 2

A. Skor maksimal 30

A : hello, good morning. Jasa Mulia Travel Agent. Can I help you ?

B : Good morning, this is your costumer who has just returned from a holiday in Solo

A : What’s seem to be the matter?

B : Well, I am disappointed with facilities given at your recommended hotel.

A : What make you be disappointed with it?

B : the room was dirty, it is very noisy, and the food was atrocious, can you give me
refund for some money of mine ?

A : We are really sorry, and we would make a confirmation to our recommended hotel for
taking a half of you money. Then, we will call you later.

B : Thank you for the responses.

B. Skor maksimal 10

1. good morning
2. a room
3. please
4. a shower
 5. Rp. 225.000
6. credit card
7. the register, please
8. any luggage
9. here is the key
10. enjoy your stay

C. Skor maksimal 20

1. Were
2. Would have stopped
3. Meet
4. Had had
5. Will break
6. Would not have passed
7. Had
8. Didn’t see
9. Will not travel
10. Told