UNIT 2

KOMPETENSI DASAR
Mencatat pesan sederhana baik dalam interaksi langsung maupun melalui alat
Indikator:
• Mencatat pesan melalui telpon
• Mencatat registrasi, pesanan tiket, pesanan kamar hotel, pesanan barang secara langsung
• Mengkonfirmasi pesanan

Materi :
- Making an appointment
- Reservation
- Confirming or canceling arrangement
- Language focus:
Present continues tense

I. MAKING AN APPOINTMENT
Study the dialogue below!
Secretary : Good morning. PT Gerhana Nusantara. Can I help you?
Caller : Good morning. May I speak to Mr. Handoko, please?
Secretary : I’m sorry madam, he is not in. He has gone out for a meeting. Would you
leave a message, please?
Caller : What time will he be back?
Secretary : The meeting will be finished after twelve, and he will go to his friend’s
house for lunch after the meeting.
Caller : Well, would you tell him to call me back after lunch.
Secretary : May I have your name and your telephone number, please?
Caller : I’m Susi Susanti from CV. Intan Permata. My telephone number is 657234.
Secretary : OK, your name is Susi Susanti, from CV Intan Permata. The phone number
is 657234.
Caller : Yes, that’s right. Thank you for your help.
Secretary : You‘re welcome.

To understand the dialogue, please answer the questions below

1. Who does the caller want to speak to?
2. Who answers the telephone call?
3. Who is the caller?
4. What time will the meeting finish?
5. What did the caller ask the secretary to do?
Note:
As a secretary, you should be able to take a message for your manager when he was out.
Here is an example of telephone message:

WHILE YOU WERE OUT

DATE : Feb. 20th , 2008
TO : Mr. Handoko
FROM : Susi Susanti
OF : CV. Intan Permata
PHONE NO : 657234
MESSAGE :
Ms. Susi Susanti wants you to call her after lunch. Her
phone number is 085239594774

RECEIVED BY : Rini
Task 1
Read the dialogue and then write the telephone message.
The following message is taken on July 20th, at 4.15 p.m.
Receptionist : Front office. Can I help you?
Customer : I’d like to speak to Mr. Sutarja in room 254, but there is no answer.
Receptionist : Would you like to leave a message?
Customer : Could you tell him to call Mr. Hidayat as soon as he gets back?
My number is 331368.
Receptionist : 331368. And your name is…?
Customer : Sembiring. S-E-M-B-I-R-I-N-G.
Receptionist : Thank you Mr. Sembiring. The message is for Mr. Sutarja and you want
him to call you after coming back to 331368
Customer : That’s right. Thank you very much.
Receptionist : Don’t mention it.

Telephone message form

WHILE YOU WERE OUT

DATE :
TO :
FROM :
OF :
PHONE NO :
MESSAGE :

RECEIVED BY :

Task 2
Read the dialogue, and then fill in the form of telephone message
Man : Good morning, I’d like to see the purchasing manager, is she not busy this
morning?
Woman : Let me see. Do you have an appointment with her?
Man : Oh, I’m sorry I don’t. I’d like to introduce my new product in this office
can you help me, please?
Woman : What is your new product, sir?
Man : Stationary
Woman : Will you write your name, please
Man : All right, my name is Riyanto and my phone number is 672345
Woman : Mss. Lisa, the purchasing manager is having a meeting at the moment.
Will you come after one pm?
 Man : What about at 13.30?
Woman : That’s ok; I’ll tell her that you will meet her at 1. 30 pm
Man : thank you

WHILE YOU WERE OUT

DATE :
TO :
FROM :
OF :
PHONE NO :
MESSAGE :

RECEIVED BY :

II. RESERVATION
A. ROOM RESERVATION
Study the dialogue below
Receptionist : Good morning, can I help you?
Customer : I’d like to book 2 rooms for my guests.
Receptionist : When will you use them sir?
Customer : Next week, on the 10th and 11th of Sept.
Receptionist : All right what name is it for sir?
Customer : Mr Ronald and Ratna, his secretary. How much is the rate per night?
Receptionist : Rp. 250.000. for single bed and Rp. 300.000,- for twin bed. Which one
would you like?
Customer : Single bed please!
Receptionist : All right, and you should make a confirmation as soon as possible
Customer : Sure, I will
Receptionist : May I have your name and telephone number?
Customer : I’m Irwan from CV Duta Pertama and the phone number is 645832
Receptionist : Yes, thank you sir.
RESERVATION FORM
Name : Mr. Ronald and Ratna
Arrival by : ___________________________________
Departure by : ___________________________________

Requested by :
Phone Letter Fax Other
Reservation made : 2 single rooms , 10th to 11th of Sept. 2008
Contact Person : Mr. Irwan
Address : CV Duta Permata, Phone, 645832

Date : September 3, 2008

Signature : __________________

RECEIVED BY : Ermawati

Study the sentences below used in making reservation

1. I’d like to reserve a room for two nights.
Untuk maksud yang sama dapat juga dikatakan:
I want to book a room for 23rd and 24th of July.

2. A single room or a double room, sir?

3. I’d like a single room, pleas.

4. What name is it for?

Untuk maksud yang sama dapat juga dikatakan:
Who is it for?
What name is it in?

5. Do you want to change the reservations?

Untuk maksud yang sama dapat juga dikatakan:
Do you want to make another reservation?

6. How much is the price per night, please?

Untuk maksud yang sama dapat juga dikatakan:
What is the price?
What’s the rate?
What’s the nightly rate per person?

7. I’m afraid that rate is too high for us.

Untuk maksud yang sama dapat juga dikatakan:
I’m afraid that’s not the rate we expected.

Task 3
Read the dialogue below and then fill in the reservation form

Reseptionist : Good morning, the advance reservation. International Hotel, can I help you?
Leny : I’d like to reserve a single room for the 1st and the 2nd of August.
Receptionist : What name is it for?
Leny : Mr. Sungkono, my director.
Receptionist : Which room do you need madam, Standard or Superior one?
Leny : How much is the price?
Receptionist : $75 for standard and $100 for superior room.
Leny : a Superior room, please
Receptionist : May I have your name and your telephone number?
Leny : I’m Leny and my number is 672445, from Independence Company.
Receptionist : OK, you reserve a superior room for the first and the second of August, for
the name of Mr. Sungkono.
Leny : Yes, that’s right. Good bye
Receptionist : Thank’s madam, bye
 RESERVATION FORM
The guest’ name
Arrival by
Departure by
Reserved by
phone letter fax other

Reservation made

Contact Person
Address

Phone number
Date
Signature

RECEIVED BY

B. RESERVING AN AIRLINE TICKET

Sentences used in reserving a flight ticket
1. I’d like to make a reservation for my boss on a flight to Tokyo.
2. ….but no more seats are available.
Untuk maksud yang sama dapat juga dikatakan:
… but there isn’t any seat left.
3. How much is the ticket, please?
4. What time is the first flight, please?
5. The first flight is at 7.30 am
6. You must be at the airport one hour before the departure.
7. Is there a direct flight?
8. Is that a direct flight?
9. Sorry, but all seats have been confirmed
10. How about tomorrow flight?
11. There are two seats left on the second flight.

Task 4
Study the dialogue below and then fill in the reservation form
Receptionist : Garuda Indonesia Airlines, good morning. Can I help you?
Deny : I want to reserve a ticket to Surabaya. Can I have the ticket for the first
flight?
Receptionist : I’m sorry, sir. All the seats have been confirmed. Do you want to take the
second flight? There are two seats left.
Deny : What time does it depart?
Receptionist : At 10.30. It will arrive in Surabaya at 11.15
Deny : OK, I’ll take the second flight. How much is the ticket, please?
Receptionist : Rp. 530.000. What name is it for, sir?
Deny : It’s Deny. Deny Wijaya.
Receptionist : May I have your address and your telephone number?
Deny : Sure. My address is Jl. Nusa Indah II/ 12 and my phone number is 634313
Receptionist : Thank you sir, the ticket will be ready in 15 minutes. You must be at the
airport one hour before the departure.
Deny : All right, and thank you madam. Bye.

RESERVATION FORM
NAME : _______________________________________

Route : ________________________________________

Flight number : ______________

Date : ______________________________

Reserved by : ___________________________________

Name : ___________________________________

Address : ______________________________________

Phone number : _________________________________

RECEIVED BY : _________________________

C. RESERVING TABLES AT A RESTAURANT

Sentences used in reserving table in a restaurant

1 I’d like to book 15 tables for 75 people.

Maksud yang sama dapat juga diungkapkan demikian:
Could I have 15 tables for 75 people?

2 How would you like the atmosphere?

Untuk maksud yang sama dapat juga dikatakan :
What kind of atmosphere do you want?

3 I require a 20% advance payment on confirmation of the booking.

4 Could you serve the meal at 12.30?

5 How about the menu?

6 How about the appetizer?

 7 What kind of fruit do you like?

8 Could I have your name, company name, and telephone number?

9 Would you arrange the tables so as to create an informal and relaxing atmosphere?

10 Please give me confirmation as soon as possible.

Task 5
Read the dialogue and then fill in the reservation for.

Receptionist : Hallo. Favorite Restaurant, Can I help you?

Mrs. Deny : Yes, madam. I’d like to reserve 5 tables for 50 people.
Receptionist : When will you need it, Madam?
Mrs. Deny : It’s for tomorrow at 12.00. What are the terms?
Receptionist : Rp. 20.000, - per person. We require 20% advance payment on
confirmation of the booking.
Mrs. Deny : All right. Could you serve the meal on time, please?
Receptionist : Sure. How about the menu? Do you want to try our specialties? Roast
boneless chicken with soy sauce and grilled lobster with black pepper sauce.
Mrs. Deny : Both will be fine. We also want sirloin steak and baked fish for main dishes.
Receptionist : That’s okay. I’ll try to give you the best.
Mrs. Deny : Thanks madam. Bye.

RESERVATION FORM

Date : __________________________
Name : _______________________
Address : _________________________
___________________________
Phone : ______________
Reservation made : _______________________________
_______________________________
_______________________________
________________________________
Used on : ______________________________
(Date and time)

RECEIVED BY : _________________________

Task 6

1. Work in a group of 4 students; try to get a schedule of flight (any kinds of flight)
2 Write a short dialogue based on the schedule
3 Demonstrate the dialogue in front of the class in pairs, one becomes a customer and the
other is as a receptionist, and then fill in the form of reservation.
Task 7
Read the dialogue below and then answer the questions.

WRONG NUMBER

Operator : Good morning. Indonesian Electronics, what can I do for you, sir?
Paul : Good morning. May I speak to Mrs. Janice Adams?
Operator : Sorry, who did you say you wanted to speak to?
Paul : Adams. Janice Adams.
Operator : There’s Mrs. Janice Smith here. But nobody named Janice Adams works
here.
Paul : But, she asked me to ring this number. Let me check. Is that 5011958?
Operator : No, this isn’t the number you want. It’s 5811958
Paul : I’m sorry. I must have dialed the wrong number.
Operator : never mind. Bye- bye
Questions
1. Who is the caller?
2. Who does he want to speak to?
3. Does he meet the person he wants to?
4. What number does he have and what number has he dialed?
5. What’s the answer of the call?

III. CONFIRMING OR CANCELLING ARRANGEMENT

Study the example below
1 Making confirmation

Receptionist : Rinjani travel agency, good morning can I help you?

Hendra : Yes, my name’s Hendra. I have booked a ticket of Garuda Air Lines to
Surabaya at 7.00 am tomorrow, but because of my business, can I
change it to the day after tomorrow at the same time?
Receptionist : I’m sorry sir, all the seat have been confirmed for the first flight, want
about the last flight?
Hendra : What time does it depart?
Receptionist : At six pm, but you must be at the air port one hour before the departure
Hendra : its ok, I’ll take the last flight.
Receptionist : Yes, sir you change your flight on Friday, August 10, at 7.00 am to
Saturday for the last flight, it’s at 6.00 pm
Hendara : Yes, thank you madam.

Questions
1. Where did Hendra want to go?
2 When did he plan to go?
3 Why did he delay his flight to the following day?
4 Write the note of the receptionist about the confirmation
5 What time should Mr. Hendra be at the airport?
2 Canceling a trip
Receptionist : Good morning, Garuda reservation desk, can I help you?
Caller : I hope so; I have booked a ticket to Samarinda for the name of Mr.
Santoso.
Receptionist : Let me check it first, sir. Yes that’s right. You will fly on Monday the
2nd of March.
Caller : But I’m so sorry for I have to cancel it because of the family problem.
Receptionist : That’s all right, but only 75 % refundable, sir
Caller : It’s all right. Thank you madam
Receptionist : you’re welcome and good bye

Questions
1 Where did Mr. Santoso want to go?
2 Why did he cancel his trip?
3 Write the note probably written by the receptionist about the cancellation

Task 8
Listening
Listen and complete the dialogue below while listening to your teacher
Receptionist : __________ (1) hotel, good afternoon may I help you?
Caller : Yes_________ (2) from PT Catur Indah. I have booked ________ (3)
for the name of Mr., Indra used on _________(4) September
Receptionist : Wait a minute miss, _______ (5) check it first. Yes, that’s right...
Caller : May I change the date to the ___________(6) on the same ______(7)?
Receptionist : It’s Ok miss, for how long will you stay in the hotel?
Caller : For _________(8)
Receptionist : I’ll change your reservation for a single room on __________(9) of
October
Caller : Yes, madam thank you very much
Receptionist : _____________(10)

IV. LANGUAGE FOCUS

PRESENT CONTINUS TENSE
Present cont. tense adalah kalimat yang dipakai untuk menyatakan kegiatan yang
sedang berlangsung pada saat kita berbicara.

Contoh: Mr. Andrew is attending a meeting.

(Tuan Andrew sedang menghadiri pertemuan)
The secretary is typing a letter now.
(Sekretaris itu sedang mengetik surat sekarang)

Perhatikan bentuk kalimat present continues tense

S + BE (am/is/are) + (VERB + ing) + OBJ

Be selalu berubah sesuai dengan subyek.
Misalnya:
I am ...
She is...
He is...
It is ...
Mother is ...
Father is ...
You are ...
They are ...
We are ...
Untuk membuat kalimat negatif, tambahkan not setelah to be
Contoh:
- The secretary is not operating computer but she is handling telephone
- The staffs are not having a meeting but they are working in their room

Untuk membuat kalimat tanya, pindahkan be kedepan subyek. Perhatikan contoh

berikut
1 A : Is the manager having a meeting?
B : No, he isn’t. He is talking to one of the guests

2 A : What are you doing now?

B : I’m typing a monthly report
Keterangan waktu biasanya :
- Now
- At the moment
Task 9
Write the verbs in brackets into present cont. tense or simple present tense.
1. The man ___________(talk) on the telephone now.
2. The teachers _____________(have) a meeting at the moment.
3. The boys ______________(play) football in the yard every Sunday.
4. The guests _____________(have) dinner at the moment.
5. The secretary ____________(type) a letter every day.
6. Ridwan and Dono ____________(study) in a group now.
7. My uncle _______________(work) in the office now.
8. The receptionist ________________(call) someone on the telephone.
9. The librarian always ____________(serve) the students politely .
10. The girls ________________(watch) TV in the living room.

Task 10
Turn the sentences into questions. Look at the example below.
e.g. The students are cleaning the room at the moment
Who are cleaning the room at the moment?
What are the students doing at the moment?

1. The workers are having a meeting now.

Who………………………………..
2. My uncle is typing a letter now.
What …………………………………..
 3. My father is reading a newspaper now
What ………………………………..
4. The boys are playing football in the yard now.
Where ……………………………………..
5. My mother is cooking in the kitchen now.
Where ……………………………………

ASSESSMENT
Listening
I. Listen to the dialogue and complete the missing words

Woman : Good morning, _________(1)?

Man : Yes, I’d like to see the manager. _________ (2)today?
Woman : Oh! Yes sir. ________ (3) an appointment with him?
Man : Yes, I’ve got an appointment at ten o’clock. And now it’s ________(4),
isn’t it?
Woman : Yes, it is. The manager has still got somebody in with him. Would you
mind __________ (5) a moment? Please sit down, sir!
Man : Thank you.
Woman : _________________ (6) and address, please?
Man : Yes, My name’s Arif, I live in Narmada
Woman : And what company are ____________(7)?
Man : CV Mutiara
Woman : All right, will you wait for a moment. __________(8) something to drink,
sir, while you are waiting?
Man : No, thanks, _________ (9) appreciate something to read, if there is any.
Woman : Yes, sir, there are some newspapers and magazines ____________ (10)

II. Answer the questions based on the dialogue above

1. Has the man made an appointment to see the manager?
2 What time did he promise the see him?
3 What company is he from?
4 What did he like to do while waiting for the manager?
5 Why should he wait for the manager?

III Write sentences in a dialogue based on the situation given.

1. Your friend comes to your house and you want to offer him some thing to drink
2 You want to ask your mother to turn on the TV
3 You ask permission to your teacher to buy a pen while learning in the class
4 You want to know your friend’s telephone number
5 You want to offer a help to clean the white board
IV Write the telephone message below on the form
1 Please tell Mr. Eddy, your Boss, that Mr. Sembiring can not meet him at 10
tomorrow morning, and ask him to call back after lunch to reschedule the meeting.

2 I’d like to book a single room for the 5th and the 6th of May for the name of Mr.
Lukman

3 I want to reserve a ticket to Surabaya by Garuda on the first flight tomorrow on the
10th of June

SUMMARY

In this unit you have learned:

1 How to handle a telephone call, take and leave a message a message. Try to make some
practices to make you accustoms to speak English on the telephone

2 About making reservation and making a note by filling a reservation form. In this
reservation you have learned about reserving a hotel room, flight ticket and booking
table in a restaurant

3 How to make a confirmation of the reservation

4 Language focuses about the use of modals in:

Request
Asking permission
Offering