Introduction

The lady who is checking out is not an ordinary customer. Listen to how Luke handles everything politely.

Meet the cast:

Audio Script

(At the reception)

Femaile guest: Hello, I’d like to check out. Room 632.

Luke: Certainly, madam. I hope you enjoyed your stay?

Female guest: Yes, thank you. I thought the conference was very well-organised and I really enjoyed the dinner last night. I know you had some problems but I thought your staff coped with them very well indeed. Eh, that young waitress was a model of how to handle difficult customers.

Luke: I’m pleased to hear that. I’ll let her know you were impressed.

Female guest: Yes I was indeed, although not so much with your chef, I am afraid. Oh, his cooking was excellent but he really shouldn’t be let out of the kitchen. If that nice waitress hadn’t stepped in, he could have started a major row.

Luke: Oh, dear, That’s not so good.

Female guest: Anyway, as I said his cooking was fine. And as a whole, I think the conference was a great success, so I’ll be reporting that back to our head office in Hong Kong.

Luke: Oh, I see , you…

Female guest:  Yes, I was given the brief to take note of how your hotel performed over the whole conference weekend and report back my findings. And I’m pleased to tell you that - on the whole,  they were very favourable indeed, one or two minor hiccups excepted.

Luke: Well that’s really good news, madam... Oh, here’s your bill for the few extras you had. After what you’ve just said, I’m almost embarrassed to ask, but...er, how would you like to pay for them?

Female guest: Oh, no that’s fine. Put them on my credit card, thanks. Here…

Luke: Thank you. It’s just for the papers and the few things from the mini-bar. So… er,  here is your receipt. And I’d like to wish you a safe journey home.

Female guest: Oh, yes, but  I want to do a bit of sightseeing before I head home. Can I leave my suitcase here and pick it up later?

Luke: Yes of course. We’ll put your bag in our store room. Andrej!

Female guest: Fine, and could you order me a taxi for later – my train leaves at 7.15 pm.

Luke: Yes, certainly, what time would you like the taxi for? It takes about 15 minutes to get to the main station.

Female guest: Okay, well then let’s say at 6.30 pm.

Luke: Okay, I hope you enjoy the sights and see you later.

Female guest: Bye.

(A while later)

Luke: Steve? It’s Luke here. I’ve got some very good news for you. I think we just passed the three-day conference test.

- End -

Glossary

cope (v.) - to deal with a difficult situation successfully

impress (v.) - if you are impressed by something, you have good opinion about the thing.

row (n.) - argument

brief (n.) - a set of instructions (usually used in British English)

take note of sth - to pay attention to something

perform (v.) -  to carry out, do an action

on the whole - in general

favourable (adj.) - something that is pleasing or winning approval

hiccup (n.) - a small problem which causes delay in doing something for a while but does not lead to serious consequences

embarrassed (adj.) - feeling shy 

sightseeing (n.) - visiting the interesting places of a city when people are on holiday

suitcase (n.) - it is usually a large rectangular case designed to carry a person's clothes and possessions while travelling

sights (plural n.) - the places or things that are worth seeing

Comprehension Check

Please choose a correct answer for each question.

1. Who was the guest impressed with?

A) the receptionist

B) the chef

C) the waitress


2. How does the guest pay for her bill?

A) credit card

B) cheque

C) cash


3. What time does the lady’s train leave?

A) 6:15pm

B) 7:50pm


C) 7:15pm


4. How long does it take to get to the main station?

A) 50 minutes


B) a quarter of an hour

C) half an hour

Answers