1.

TALKING TO TOUR OPERATORS

Tour Operator (TO):

Good morning. This is Minh from Explore Vietnam Tours. Can I help you with anything?

Travel Agent (TA):

Good morning! This is Anna from Wanderlust Travel Agency. I’m looking for a package tour
in Vietnam for a group of travelers. Could you help me with some options?

Tour Operator (TO):

I’d be happy to assist. Could you share a bit more about your group and what they’re
looking for?

TA:
Sure! We’re planning a 5-day tour for about 20 people. They want to explore Vietnam’s
culture and natural beauty, with a relaxed itinerary. Do you have any packages like that?

TO:
Yes, we have a wonderful 5-day Hanoi and Ha Long Bay package that might be perfect
for your group. It combines the bustling capital with the stunning landscapes of Ha Long Bay.
Would you like me to go over the itinerary?

TA:
Yes, please!

TO:
Here’s the itinerary:

● Day 1: Arrival in Hanoi. Airport transfer and check-in at a hotel in the Old Quarter.
Evening water puppet show and welcome dinner.
● Day 2: Full-day city tour in Hanoi, including visits to Ho Chi Minh Mausoleum, the
Temple of Literature, and a walk around Hoan Kiem Lake.
● Day 3: Transfer to Ha Long Bay. Board a cruise for an overnight stay. Enjoy
kayaking, exploring caves, and a sunset party on the deck.
● Day 4: Morning Tai Chi session, breakfast, and more sightseeing in the bay. Return
to Hanoi in the afternoon.
● Day 5: Free time for shopping or exploring Hanoi before departure.

TA:
That sounds perfect! What’s included in the package, and what’s the cost per person?

TO:
The package is 9,500,000 VND per person, and it includes:

● Accommodation: 3 nights in Hanoi and 1 night on a Ha Long Bay cruise (double

occupancy).
● Daily breakfast, 2 lunches, and 2 dinners.
● Private transportation and guided tours.
● Entrance fees and activities as mentioned in the itinerary.
● Airport transfers.

Flights to/from Hanoi and travel insurance are not included.

TA:
Sounds great! Are there any discounts available for early bookings or groups?

TO:
Yes, we offer a 10% discount for bookings made at least 45 days in advance. For groups of
15 or more, we provide a complimentary upgrade to deluxe rooms on the cruise.

TA:
That’s a great deal! Could you hold 20 spots for us while I confirm with the group?

TO:
Certainly, Anna! I’ll reserve the spots for the next 7 days. Please let me know if there are
any changes or confirmations.

TA:
Will do. Thanks for the quick response, Minh!

TO:
You’re welcome! Let me know if you need any more details. Have a wonderful day!

TA:
Thanks, you too!

2. TALKING A TELEPHONE BOOKING

Receptionist:
Good morning! Thank you for calling [Hotel Name]. This is [Your Name]. How may I assist
you?

Guest:
Hi, I’d like to book a room for a few days.

Receptionist:
Of course! Have you had a reservation yet, or would you like to make a new booking?

Guest:
No, I don’t have a reservation yet. I’d like to make a new one.

Receptionist:
Sure! May I have your name, please?

Guest:
Yes, it’s John Smith.

Receptionist:
Thank you, Mr. Smith. Could you let me know the dates of your stay?

Guest:
Sure, I’ll be arriving on the 15th and checking out on the 18th of this month.

Receptionist:
Great! That’s a 3-night stay. How many guests will be staying, and do you have a room
preference?

Guest:
It’s just me, and I’d prefer a single room with a view, if possible.
Receptionist:
Let me check availability for those dates. Please hold for a moment.
(Checks system)

Thank you for waiting, Mr. Smith. We have a single deluxe room with a garden view
available for those dates. The rate is $120 per night, including breakfast. Does that work for
you?

Guest:
Yes, that sounds perfect.

Receptionist:
Great! May I confirm your contact number and email address for the booking?

Guest:
Sure, my number is 123-456-7890, and my email is [Link]@[Link].

Receptionist:
Thank you. For confirmation, you’ll be staying in a single deluxe room with a garden view for
3 nights from the 15th to the 18th at $120 per night, with breakfast included. The total cost
will be $360.

To secure your booking, we require a deposit of $100. The remaining balance can be paid
upon check-in. How would you like to proceed with the deposit?

Guest:
Can I use my credit card?

Receptionist:
Certainly! May I have your card details, please?

Guest:
Sure, my card number is 1234 5678 9012 3456, and the expiry is 12/25.

Receptionist:
Thank you. I’ve processed the deposit, and your booking is now confirmed. You’ll receive a
confirmation email shortly. Is there anything else I can assist you with?

Guest:
No, that’s all. Thank you!

Receptionist:
You’re welcome! We look forward to welcoming you to [Hotel Name]. Have a great day!

Guest:
Thanks, you too!

3. GIVING INFORMATION ABOUT HOTELS

Travel Agent:
Good morning! Thank you for calling [Travel Agency Name]. This is [Your Name]. How may I
assist you today?
Client:
Hi, I’ve seen your package tour to Đà Nẵng, and I’m interested in the hotel included in the
package. Can you tell me more about it?

Travel Agent:
Of course! The hotel included in our package is [Hotel Name], a 4-star property located right
on My Khe Beach. What specific information would you like to know about the hotel?

Client:
First, could you tell me about its location?

Travel Agent:
Certainly! [Hotel Name] is located on My Khe Beach, which is famous for its pristine white
sand and clear water. The hotel is also close to major attractions like Sơn Trà Peninsula, the
Marble Mountains, and Hội An Ancient Town.

Client:
Great! What about the restaurant at the hotel?

Travel Agent:
The hotel features a beachfront restaurant serving Vietnamese and international dishes.
Guests on our package enjoy a complimentary buffet breakfast, and the restaurant offers a
kid-friendly menu as well.

Client:
That’s nice. What facilities does the hotel have for children?

Travel Agent:
It’s a very family-friendly hotel! There’s a kids’ club with daily activities, a dedicated children’s
pool with water slides, and a playground. For added convenience, babysitting services can
also be arranged.

Client:
Sounds perfect for families! Does the hotel offer car rental services?

Travel Agent:
Yes, it does. While the package includes guided day tours, the hotel also provides car rental
services for guests who want to explore Đà Nẵng and nearby areas on their own.

Client:
What about entertainment at night?

Travel Agent:
The hotel offers evening entertainment such as live music performances, cultural shows, and
outdoor movie nights. Guests can also unwind at the rooftop bar with stunning ocean views
or join a beach bonfire.

Client:
That sounds amazing! Thank you for the detailed information.

Travel Agent:
You’re welcome! If you have any more questions or would like to book, feel free to call us
again. Have a great day!

4. SUGGESTING ALTERNATIVES AND MAKING A RECOMMENDATION

Sales Consultant:
Good morning, thank you for calling [Travel Agency Name]. My name is [Your Name]. How
can I assist you today?

Customer:
Hi, I’m thinking about booking a vacation to Vietnam. Could you help me with that?

Sales Consultant:
Of course! Vietnam is a beautiful country with so much to explore. What’s the occasion for
your trip? Are you planning a family vacation or a getaway with friends?

Customer:
It’s a family vacation. We’re looking for a place with beautiful beaches, some sightseeing,
and activities for the kids.

Sales Consultant:
That sounds wonderful! Vietnam offers some fantastic destinations for families. I’d love to
help you find the perfect spot. Do you have a particular city in mind, or are you open to
suggestions?

Customer:
I’m interested in Đà Nẵng because I’ve heard it has beautiful beaches.

Sales Consultant:
You’ve heard right! Đà Nẵng is one of the top beach destinations in Vietnam. It’s great for
families, with lots of attractions nearby. How long are you planning to stay?

Customer:
We’re thinking of staying for about four days.

Sales Consultant:
Perfect! That gives us a lot to work with. Would you like a package that includes
accommodation, tours, and activities, or are you more interested in a hotel stay with some
flexibility to explore on your own?

Customer:
A package tour sounds great, especially if it includes family-friendly activities. We’d love a
mix of relaxation and sightseeing.

Sales Consultant:
Great choice! We have a family-friendly 4-day, 3-night package to Đà Nẵng that I think you’ll
love. It includes accommodation at a 4-star beachfront hotel, daily breakfast, guided tours to
the Marble Mountains, Sơn Trà Peninsula, and a visit to the famous Golden Bridge. There’s
also a kids’ club at the hotel and activities like water slides and beach games. How does that
sound?

Customer:
That sounds fantastic! Could you tell me more about the hotel?

Sales Consultant:
Absolutely! The hotel is located right on My Khe Beach, offering stunning ocean views. It has
family-friendly amenities, including a children’s pool, playground, and babysitting services if
needed. The hotel also offers cultural performances in the evenings and a beachside
restaurant serving both Vietnamese and international cuisine.
Customer:
It sounds perfect for our family! I think we’d like to book it. How do I proceed with the
reservation?

Sales Consultant:
I can help you with that! I just need to take some details from you to confirm the booking.
May I have your full name, please?

Customer:
Sure, it’s [Customer's Name].

Sales Consultant:
Thank you, [Customer's Name]. Could you please spell that out for me?

Customer:
Yes, it’s [Customer spells out their name].

Sales Consultant:
Great, thank you! I’ll proceed with the booking and send you the confirmation email along
with payment details. If you need anything else, feel free to reach out.

Customer:
Thanks a lot for your help. We’re looking forward to the trip!

Sales Consultant:
You're welcome! It’s going to be a wonderful experience for your family. Have a great day,
and we’ll see you soon!