Ø 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)
Ø 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?
Ø 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.
Receptionist : 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.
Caller : 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.
Receptionist : 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.
Caller : 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?
Receptionist : 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.
Caller : 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?
Receptionist : 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.
Caller : 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.
Receptionist : 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.
Penjelasan
- Jika Anda adalah orang yang memesan kamar di hotel, sebelum Anda memesan kamar melalui telepon, pastikan memang Anda telah mendapatkan informasi tentang Hotel tersebut, sesuaikan dengan apa yang Anda harapkan seperti kemacetan, transportasi, restoran, dll.
- Jika Anda adalah orang yang memesan kamar, peroleh semua informasi tentang hotel tersebut seperti biaya hotel, jenis kamar, fasilitas yang ada di dalam kamar, kolam renang, restoran, sarapan pagi (sebab biasanya ada hotel yang tidak memasukkan sarapan dalam biaya penginapan), biaya tambahan termasuk pajak, sauna, fitness center, dll.
- Jika Anda seorang Resepsionis, pastikan pelanggan Anda mendapatkan informasi-informasi yang perlu dia peroleh seperti hal-hal di atas, agar tidak ada pembatalan pemesanan kamar dan mengurangi kekecewaan pelanggan. Sebab tidak semua pelanggan mengetahui betul tentang Hotel Anda. Mungkin ia hanya mendengar dari teman-temannya yang informasinya belum tentu benar, atau ada perbaikan-perbaikan pelayanan di Hotel Anda yang belum sempat disosialisasikan.
- Informasi tentang pengembalian deposit perlu disampaikan kepada pelanggan Anda. Informasikan kapan batas akhir pelanggan Anda dapat membatalkan pemesanan kamarnya.
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.
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
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 hoteltersebut. 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 !”
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.
Ø 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.
Ø 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?
Contoh percakapan tentang making arrangement, cancelation and confirmation
Task 3
Kegiatan belajar 4
Tujuan Pembelajaran
1. Siswa dapat menggunakan ungkapan untuk menyatakan keinginan atau situasi yang tidak nyata baik untuk masa depan, masa kini atau masa lampau dengan tepat.
Ø Grammar Review
CONDITIONAL SENTENCES
Conditional sentences are also known as conditional clauses or “if” clause. They are used to express that the actions in the main clause (the clause without if) can only take place if a certain condition (in the clause with if) is fulfilled. There are three types of conditional sentences.
(If Clause)
1. PRESENT REAL
|
IF CLAUSE
|
MAIN CLAUSE
|
FACT
|
if+Simple Present
If I graduate in November
|
S+Modal1(will)+inf.+O
I will take master degree in December
|
it is possible to happen.
I may graduate in November so I may take master degree in December.
|
2. PRESENT UNREAL
|
IF CLAUSE
|
MAIN CLAUSE
|
FACT
|
if+Simple Past
If I graduated in October
|
S+Modal2(wouldl)+inf.+O
I would take master degree in November
|
Simple Present
I don’t graduate in October so I can’t take master degree in November.
|
3. PAST UNREAL
|
IF CLAUSE
|
MAIN CLAUSE
|
FACT
|
if+ Past Perfect
If I had graduated in March.
|
S+Modal2(would)+have+V3+O
I would have taken master degree in July.
|
Simple Past
I couldn’t take master degree in July because I didn’t graduate in March.
|
Catatan:
- Pernyataan dalam SUBJUNCTIVE dan CONDITIONAL SENTENCES selahu bertentangan dengan fakta.
- Perubahan-perubahan TENSES yang terjadi dalam SUBJUNCTIVE juga berlaku dalam CONDITIONAL SENTENCES.
- IF dalam IF CLAUSE dapat dihilangkan jika terdapat kata bantu SHOULD, WERE, dan HAD dalam IF CLAUSE.
ex: If I had been rich – Had I been rich
Contoh Conditional sentence
Tipe 1
- If I have a lot of money, I’ll buy a car.
(Jika aku punya banyak uang, saya akan membeli sebuah mobil)
- If he runs quickly, he will get there soon.
(Jika dia berlari dengan cepat, maka dia akan sampai disana segera)
- I will visit them if I have enough time.
(Saya akan mengunjungi mereka jika saya punya waktu)
Tipe 2:
- He would come if you invited him.
(Dia akan datang jika kamu mengundangnya)
- What would you do if She came here?
(Apa yang akan kamu lakukan jika dia datang kemari?)
- She would help you if you told her the truth.
(Dia akan menolongmu jika kamu menceritakan kebenarannya)
Were
Pada pengandaian Tipe ini, semua subjek menggunakan “were”.
Contoh:
- If I were a bird, I would fly in the sky.
(Jika saya seekor burung, saya akan terbang di angkasa)
- I would forgive him If Iwere you.
(Saya akan memaafkannya jika saya jadi kamu)
- She said that she would stay at home if she were me.
(Dia berkata bahwa dia akan tetap berada di rumah jika dia menjadi saya)
Tipe 3:
- If we had known you were there last year, we would have written you a letter.
(Kalau kami tahu kamu ada disana tahun lalu, kami akan menyuratimu)
- He could have come here if you had invited him yesterday.
(Dia akan datang jika kamu telah mengundangnya kemarin)
- They might have employed me if I had had work experience.
(Mereka mungkin akan mempekerjakan saya jika saya punya pengalaman)
Task 4
Make a conditional sentence based on the situation below!
1. my friend will not come this afternoon.2. you can’t come.3. Bobby is not coming with Angelia.Tipe 2:
1. I am not rich.
2. I don’t have enough time to finish my wor
3. Ririn is not old enough to be John’s girl friend
Tipe 3
1. I didn’t wash my clothes yesterday
2. Irwan didn’t answer the questions well.
3. Christian Ronaldo’s team couldn’t beat the German team.
4. you were not here last night, So I couldn’t see you.
SUBJUNCTIVE
Ø Subjunctives with wish, if only, would rather.
Subjunctive is used to express a desire or a condition which cannot be fulfilled.
Subjunctives are used after if/if only (kalau saja), as if/as though (seolah-olah) and after wish (berharap)
Forms:
Past subjunctive has the same form as the simple past in all verbs , except to be, of which the past subjunctive is were for all persons.
- if only I had much money ( I don’t have much money)
- I wish I were rich ( I am not rich)
Past perfect subjunctives are used when the supposition refers to the past.
- if only I had accepted my wife’s request (I didn’t accept my wife’s request)
- many people wish tsunami hadn’t stricken the beach area ( tsunami struck the beach area)
Past subjunctives can be used for indicating or expressing:
1. Improbability or unreality in the present
- if only I had wings (unreal)
2. Unreal situation in the present
- I wish I knew ( it implies that “I don’t know”)
3. A kind of regret in the present
- I wish I could go to Aceh as volunteer (I am sorry I can’t go)
Past perfect subjunctives have the same functions as past subjunctives, but they refer to the past:
- if only you had called me last night (you didn’t call me last night)
- I wish you had given me a gift (you didn’t give me a gift)
Usually the idea following as if/as though is untrue
Verb form after as if/as though
- She talked to him as if he were a child (he isn’t a child)
- When she came in from the rain storm, she looked as if she had taken a shower with her clothes on (she didn’t take a shower with her clothes on)
- He acted as though he had never met her (he has met her)
- She spoke as if she wouldn’t be here ( she will be here)
Task 5
Complete each sentence with as if/as though
1. (his animals aren’t people)
I know a farmer who talks to his animals as if his animals were people)
2. (She speaks English)
She speaks English_____________________________________________
3. (You didn’t see a ghost)
What’s the matter? You look______________________________________
4. A giant buldozzer didn’t drive down main street
After the tornado, the town looked_________________________________
5. (I don’t have wings and can’t fly)
I was so happy that I felt_________________________________________
Answer the questions:
1. Where do you wish you were right now? What do you wish you were doing?
2. Are you pleased with the weather today, or do you wish it were different?
3. What do you wish about the place you were living?
4. Look around this room, what do you wish were different?
5. is there anything in your past life that you would change? What do you wish you had or hadn’t done?
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
