role-plays
Tourist Accommodation Management
on the phone
pick up a role-play
10
12
11
student b
student a
Ring the QUEEN'S HOTEL and book a twin room for three nights.
You are the receptionist at the QUEEN'S HOTEL. Someone rings and wants to book a room. Ask him/her for all details in order to complete a reservation.
(Role play no.1)
student b
student a
Someone rings to make a reservation. Give the required information and ask for personal data, including email address.
Book a room for you and a friend of yours on the phone. Date: five days next month. Ask for facilities, rates... Name: Christopher Freeman / Sharon Yates
(Role play no.1A-1B no.39)
student b
student a
Ring the RANDOLPH HOTEL and ask the receptionist to tell you a little about the hotel. Ask if there is a car park and disabled facilities. Do not make a reservation. Just ask for information.
You are the receptionist at the RANDOLPH HOTEL. Someone rings and wants information about the hotel. Location: near the airport Facilities: restaurant, bar, swimming pool, gym Prices: Single room £90. Double/twin room £120
(Role play no.3)
student b
student a
Someone rings. He/she wants to reserve a conference room. Give the required information and ask for personal data, including email address to make the reservation.
Book a conference room for your company on the phone. Date: three days next month Ask for dimensions, equipment, facilities, rates and accommodation for some of the delegates. Name: Arnold Weaver / Jessie Gardner
(Role play no.6A-6B no.45)
student b
student a
You are the receptionist at the STATION HOTEL. Someone rings and wants to speak to one of the guests. If the guest isn't there, offer to take a message. Room Name In the hotel? 204 Mr. Allen Yes 122 Mr Cripps Yes 340 Mrs. Dyson No 197 Ms. Underwood No
Ring the STATION HOTEL and ask to speak to Ms. Underwood. If she isn't there, leave a message: say you'll phone again at 6 o'clock
(Role play no.7)
student b
student a
Book a room for you and your family Date: a week in summer Ask for facilities and rates Name: Nick Pitt / Angie Robinson
Someone rings to make a reservation. Give the required information and make a complete reservation
(Role play no.7A-7B No.46)
student b
student a
You are the receptionist at the RED LION HOTEL. Someone rings you and wants to reserve a room. The line is very bad and you have to ask him/her to repeat a lot of the information. The address of the hotel is 31, Newton Rd, Cambridge CB15 3TP The hotel will hold the room until 6.30
Ring the RED LION HOTEL in Cambridge and book a double room for four nights from 7-10 December. Ask for the address of the hotel. Ask the receptionist to spell the name of the street Your telephone number is 156421306
(Role play no.25)
student b
student a
You work on reception at the PINES HOTEL. Deal with the telephone call using this information:
- No double room left
- Offer as alternative a twin room (twin room = same price as double)
- Another alternative could be a suite (£30 more than double)
Call the PINES HOTEL to book a room with these details:
- Double
- Sea view
- 3 nights
- 22nd – 25th August
(From HR2. Unit 4)
student b
student a
Call the KEYS HOTEL to book a room with these details:
- Family room
- Two weeks
- 10th – 24th February
You work on reception at the KEYS HOTEL. Deal with the telephone call using this information:
- The hotel is closed in February. They are on holiday
- Offer as alternative Lakeside Hotel
- Lakeside Hotel phone no. 0357666333
(From HR2. Unit 4)
student b
student a
You want to celebrate a wedding reception on 10th June at 1.30 p.m. Call the hotel to discuss what you need. Use this information:
- 100 guests
- Champagne reception at guests arrive
- Sit-down meal
- Dancing in the evening
- Accommodation: six double rooms for two nights
- Parking not needed
- You have already ordered fresh flowers
A customer calls about holding a reception at your hotel. Find out information about the reception and what the customer needs.
- Date and time
- Number of guests
- Programme for day (arrival of guests, type of menu, etc)
- Accommodation?
- Parking?
- Flowers?
(From HR2. Unit 14)
student b
student a
A customer calls about holding a party at your hotel. Find out information about the party and what the customer needs.
- Date and time of the party
- Number of guests
- Type of menu
- Offer the service of printing invitations
- Birthday cake?
- Bar service?
- Parking?
You want to celebrate an 80th birthday party for a relative on 16th March at 6p.m. Call the hotel to discuss what you need. Use this information:
- 30 guests
- Room with a bar
- Buffet meal
- Birthday cake
- Accommodation: three family rooms for one night
- Parking spaces for 10 cars
- You are making your own invitations
(From HR2. Unit 14)
student b
student a
Your name is Caroline White / Neil Adams. You want to speak to your friend, Ms. Baker, who is staying at the PARSONAGE HOTEL. Ring the hotel and ask to speak to her. If she's not there, leave a message. Say you'll be at the Clock Tower at 8 o'clock
You are the receptionist at the PARSONAGE HOTEL. Someone calls and wants to speak to Ms. Baker. Ms. Baker went out an hour ago. Offer to take a message. Repeat the message to show that you have understood
(Role play no.26)
check-in
pick up a role-play
10
12
11
student b
student a
You want to check-in. A weekend A suite. You have a baby. Ask for information about breakfast and car hire. Your name is: PATRICK / CATHERINE MURPHY
A guest wants to check in. Check all the details. Give the information he/she requires.
((Role play 2 / 40)
student b
student a
You want to check-in. Four nights. A double room. Ask for information about meals and places to visit. Your name is: PATRICK / CATHERINE MURPHY
A guest wants to check in. Check all the details. Give the information he/she requires. Give directions.
((Role play 8 / 47)
INFORMATION SERVICES
pick up a role-play
10
12
11
student b
student a
You work on reception at the Central Hotel. Welcome the guests and answer any possible questions using this information:
- Lifts and stairs to all floors
- Breakfast from 7.30 a.m to to 9.30 a.m in Green Room next to the lift
- Dinner from 6.30 – 10.00 p.m in Blue Room, top room
- Hair salon 10.00 a.m to 6.00 p.m., first floor
You arrive at the Central Hotel. Go to reception and ask any possible questions using your own name and this information:
- Twin room / Four nights
- Information about lifts (your partner has wheelchair)
- Meal times / Where the restaurant is
- You´d like a haircut.
(From HR2. Unit 6)
student b
student a
You work on reception at the Sudari Hotel. Welcome the guests and answer any possible questions using this information:
- Fitness centre (24 hours) / No swimming-pool
- Hotel shops (books, newspapers, maps…) from 7 a.m to 11 p.m
- Currency exchange (next to hotel shop) from 7 a.m to 11 p.m
You arrive at the Sudari Hotel. Go to reception and ask any possible questions using your own name and this information:
- Single room / Two nights
- Information about fitness centre and swimming pool
- You´d like a map of the city and to exchange money.
(From HR2. Unit 6)
student b
student a
You are the receptionist at a hotel in Madrid. A guest comes to you to ask for some advice.
You are a guest at a hotel in Madrid. You are new to the city and would like some advice on what to see and do. You are staying for 3 days. Go to reception and ask for some advice.
(Role play 18)
student b
student a
You are a guest staying at a hotel. You would like to take tickets for a show next Saturday. Go to reception and ask them.
You are a hotel receptionist. A guest comes to reception requiring a service.
(Role play 38)
student b
student a
You are a tourist. You are staying in Madrid for a week in a hotel. Go to reception and ask for information about the city and its surroundings.
You are a receptionist in a hotel in Madrid. A guest comes and asks you for information about the city and its surroundings. Give him/her transport information as well.
(Role play 3 /41)
student b
student a
You are a tourist. You are staying in Madrid for a weekend. Go to reception and ask for information about museums to visit in Madrid.
You are a receptionist in a hotel in Madrid. A guest comes and asks you for information about museums to visit in Madrid.
(Role play 9 /48)
student b
student a
You are a hotel receptionist. Mr. / Ms. Brown is a guest staying at your hotel. He/She has just returned. Give him/her these messages:
- Mr. Black called. He will call again at 7 o'clock.
- Ms. Armstrong called. She can't go out for dinner tonight.
Your name is Mr. / Ms. Brown. You are staying at a hotel and have just returned from a day out. The receptionist will give you some messages. Repeat them to show you have understood.
(Role play 24)
student b
student a
You are a guest staying at a hotel. Your jacket needs pressing. You need it done by six o'clock. It is now four o'clock. Ring reception and see if they can do it.
You are the hotel receptionist. A guest rings up requiring a service. It is now four o'clock.
(Role play 9)
student b
student a
You are a guest staying at a hotel. You have some valuable jewellery that you want to keep safe. Ring reception and tell them.
You are the hotel receptionist. A guest rings up requiring a service.
(Role play 10)
student b
student a
You are the receptionist at a hotel. A guest comes to you with a problem. Give him/her some advice.
You are a guest at a hotel. You have a bad headache. Go to reception to ask for some painkillers.
(Role play 19)
student b
student a
You are a guest staying at a hotel. You have knocked over a bottle of wine on the carpet of your room. Ring reception and tell them.
You are a hotel receptionist. A guest rings up requiring a service.
(Role play 33)
DEALING WITH COMPLAINTS
pick up a role-play
10
12
11
student b
student a
The hotel cannot give you a refund because you put the wrong information on your online booking.
You booked a twin room and when you arrived at the hotel, they gave you a double room.
(Adapted from Let's enjoy the trip!)
student b
student a
A guest phones reception to make a complaint or to require a service.
Phone reception to make a complaint or require a service. Your name is: Mathew / Rosemary Campbell
(Role-play no.5A/5B / no.43)
student b
student a
You are the hotel receptionist. A guest rings up, making a complaint.
You are at staying at a hotel. You turn on the television in your room, but it doesn't work. Ring reception and tell them.
(Role-play no.8)
student b
student a
You are a guest at a hotel. There is no hot water in your room. Ring reception and complain.
You are the receptionist at a hotel. A guest rings you with a complaint. Apologize and say what you will do.
(Role-play no.12)
student b
student a
You are a guest at a hotel. It is midnight and the guest in the room next door is watching television. You cannot sleep because the television is turned up too loud. Ring the night porter and tell him about your problem.
You are the night porter at a hotel. It is midnight. A guest rings you with a complaint.
(Role-play no.13)
student b
student a
You are a guest at a hotel. You arrive in your hotel room and find that there are no towels in the bathroom. Ring reception and complain.
You are the receptionist at a hotel. A guest rings you with a complaint. Apologize and say what you will do.
(Role-play no.14)
student b
student a
You are a guest at a hotel. Someone has stolen your car from the hotel car park.
You are the receptionist at a hotel. A guest comes to you with a problem.
(Role-play no.15)
student b
student a
You are the hotel receptionist. Deal with the guest´s complaints.
You are a guest at a hotel. Look at the following problems and complain to reception.
- You lose your key and the replacement key is missing.
- The service in the restaurant is very slow and the waiter doesn´t speak English very well and brought the wrong order.
- There are no instructions on how to operate the TV set and the remote control is not working.
(English for International Tourism. Unit 5)
student b
student a
You are a guest at a hotel. Look at the following problems and complain to reception.
- You booked a no-smoking room at the hotel and have been given a smoking room by mistake.
- The room is noisy, the bath leaks and there are no towels in the bathroom.
- You are unhappy because your meal was cold and your side salad had an insect in it.
You are the hotel receptionist. Deal with the guest´s complaints.
(English for International Tourism. Unit 5)
CHECK-OUT
pick up a role-play
10
12
11
student b
student a
You are Mr. MERCY. Your stay at RIU HOTEL has finihed. Room number: 215 Minibar use: no Room service: chicken burger Payment method: voucher Receipt preference: email
You are the hotel receptionist at RIU HOTEL. Mr MERCY is coming to check out Ask politely Room number Minibar use Room service Payment method Receipt preference.
(Created by VFD)
student b
student a
You are Mr. BLACK. Your stay at PARIS HOTEL has finihed. Room number: 115 Minibar use: a can of Cola Room service: salad Payment method: credit card Receipt preference: email
You are the hotel receptionist at PARIS HOTEL. Mr BLACK is coming to check out Ask politely Room number Minibar use Room service Payment method Receipt preference.
(Created by VFD)
student b
student a
You are Ms. CAMPBELL. Your stay at GRAND HOTEL has finihed. Room number: 505 Minibar use: no Room service: vegetable burger Payment method: cash Receipt preference: email
You are the hotel receptionist at GRAND HOTEL. Ms CAMPBELL is coming to check out Ask politely Room number Minibar use Room service Payment method Receipt preference.
(Created by VFD)
student b
student a
You are Ms. MURPHY. Your stay at PARIS HOTEL has finihed. Room number: 215 Minibar use: no Room service: vegetable burger Payment method: pre-paid Receipt preference: email
You are the hotel receptionist at PARIS HOTEL. Ms MURPHY is coming to check out Ask politely Room number Minibar use Room service Payment method Receipt preference.
(Created by VFD)
student b
student a
You are the hotel receptionist at PARSONAGE HOTEL. Mr BAKER is coming to check out Ask politely Room number Minibar use Room service Payment method Receipt preference.
You are Mr. BAKER. Your stay at PARSONAGE HOTEL has finihed. Room number: 215 Minibar use: no Room service: vegetable burger Payment method: credit card Receipt preference: printed
(Created by VFD)
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Transcript
role-plays
Tourist Accommodation Management
on the phone
pick up a role-play
10
12
11
student b
student a
Ring the QUEEN'S HOTEL and book a twin room for three nights.
You are the receptionist at the QUEEN'S HOTEL. Someone rings and wants to book a room. Ask him/her for all details in order to complete a reservation.
(Role play no.1)
student b
student a
Someone rings to make a reservation. Give the required information and ask for personal data, including email address.
Book a room for you and a friend of yours on the phone. Date: five days next month. Ask for facilities, rates... Name: Christopher Freeman / Sharon Yates
(Role play no.1A-1B no.39)
student b
student a
Ring the RANDOLPH HOTEL and ask the receptionist to tell you a little about the hotel. Ask if there is a car park and disabled facilities. Do not make a reservation. Just ask for information.
You are the receptionist at the RANDOLPH HOTEL. Someone rings and wants information about the hotel. Location: near the airport Facilities: restaurant, bar, swimming pool, gym Prices: Single room £90. Double/twin room £120
(Role play no.3)
student b
student a
Someone rings. He/she wants to reserve a conference room. Give the required information and ask for personal data, including email address to make the reservation.
Book a conference room for your company on the phone. Date: three days next month Ask for dimensions, equipment, facilities, rates and accommodation for some of the delegates. Name: Arnold Weaver / Jessie Gardner
(Role play no.6A-6B no.45)
student b
student a
You are the receptionist at the STATION HOTEL. Someone rings and wants to speak to one of the guests. If the guest isn't there, offer to take a message. Room Name In the hotel? 204 Mr. Allen Yes 122 Mr Cripps Yes 340 Mrs. Dyson No 197 Ms. Underwood No
Ring the STATION HOTEL and ask to speak to Ms. Underwood. If she isn't there, leave a message: say you'll phone again at 6 o'clock
(Role play no.7)
student b
student a
Book a room for you and your family Date: a week in summer Ask for facilities and rates Name: Nick Pitt / Angie Robinson
Someone rings to make a reservation. Give the required information and make a complete reservation
(Role play no.7A-7B No.46)
student b
student a
You are the receptionist at the RED LION HOTEL. Someone rings you and wants to reserve a room. The line is very bad and you have to ask him/her to repeat a lot of the information. The address of the hotel is 31, Newton Rd, Cambridge CB15 3TP The hotel will hold the room until 6.30
Ring the RED LION HOTEL in Cambridge and book a double room for four nights from 7-10 December. Ask for the address of the hotel. Ask the receptionist to spell the name of the street Your telephone number is 156421306
(Role play no.25)
student b
student a
You work on reception at the PINES HOTEL. Deal with the telephone call using this information:
Call the PINES HOTEL to book a room with these details:
(From HR2. Unit 4)
student b
student a
Call the KEYS HOTEL to book a room with these details:
You work on reception at the KEYS HOTEL. Deal with the telephone call using this information:
(From HR2. Unit 4)
student b
student a
You want to celebrate a wedding reception on 10th June at 1.30 p.m. Call the hotel to discuss what you need. Use this information:
A customer calls about holding a reception at your hotel. Find out information about the reception and what the customer needs.
(From HR2. Unit 14)
student b
student a
A customer calls about holding a party at your hotel. Find out information about the party and what the customer needs.
You want to celebrate an 80th birthday party for a relative on 16th March at 6p.m. Call the hotel to discuss what you need. Use this information:
(From HR2. Unit 14)
student b
student a
Your name is Caroline White / Neil Adams. You want to speak to your friend, Ms. Baker, who is staying at the PARSONAGE HOTEL. Ring the hotel and ask to speak to her. If she's not there, leave a message. Say you'll be at the Clock Tower at 8 o'clock
You are the receptionist at the PARSONAGE HOTEL. Someone calls and wants to speak to Ms. Baker. Ms. Baker went out an hour ago. Offer to take a message. Repeat the message to show that you have understood
(Role play no.26)
check-in
pick up a role-play
10
12
11
student b
student a
You want to check-in. A weekend A suite. You have a baby. Ask for information about breakfast and car hire. Your name is: PATRICK / CATHERINE MURPHY
A guest wants to check in. Check all the details. Give the information he/she requires.
((Role play 2 / 40)
student b
student a
You want to check-in. Four nights. A double room. Ask for information about meals and places to visit. Your name is: PATRICK / CATHERINE MURPHY
A guest wants to check in. Check all the details. Give the information he/she requires. Give directions.
((Role play 8 / 47)
INFORMATION SERVICES
pick up a role-play
10
12
11
student b
student a
You work on reception at the Central Hotel. Welcome the guests and answer any possible questions using this information:
You arrive at the Central Hotel. Go to reception and ask any possible questions using your own name and this information:
(From HR2. Unit 6)
student b
student a
You work on reception at the Sudari Hotel. Welcome the guests and answer any possible questions using this information:
You arrive at the Sudari Hotel. Go to reception and ask any possible questions using your own name and this information:
(From HR2. Unit 6)
student b
student a
You are the receptionist at a hotel in Madrid. A guest comes to you to ask for some advice.
You are a guest at a hotel in Madrid. You are new to the city and would like some advice on what to see and do. You are staying for 3 days. Go to reception and ask for some advice.
(Role play 18)
student b
student a
You are a guest staying at a hotel. You would like to take tickets for a show next Saturday. Go to reception and ask them.
You are a hotel receptionist. A guest comes to reception requiring a service.
(Role play 38)
student b
student a
You are a tourist. You are staying in Madrid for a week in a hotel. Go to reception and ask for information about the city and its surroundings.
You are a receptionist in a hotel in Madrid. A guest comes and asks you for information about the city and its surroundings. Give him/her transport information as well.
(Role play 3 /41)
student b
student a
You are a tourist. You are staying in Madrid for a weekend. Go to reception and ask for information about museums to visit in Madrid.
You are a receptionist in a hotel in Madrid. A guest comes and asks you for information about museums to visit in Madrid.
(Role play 9 /48)
student b
student a
You are a hotel receptionist. Mr. / Ms. Brown is a guest staying at your hotel. He/She has just returned. Give him/her these messages:
Your name is Mr. / Ms. Brown. You are staying at a hotel and have just returned from a day out. The receptionist will give you some messages. Repeat them to show you have understood.
(Role play 24)
student b
student a
You are a guest staying at a hotel. Your jacket needs pressing. You need it done by six o'clock. It is now four o'clock. Ring reception and see if they can do it.
You are the hotel receptionist. A guest rings up requiring a service. It is now four o'clock.
(Role play 9)
student b
student a
You are a guest staying at a hotel. You have some valuable jewellery that you want to keep safe. Ring reception and tell them.
You are the hotel receptionist. A guest rings up requiring a service.
(Role play 10)
student b
student a
You are the receptionist at a hotel. A guest comes to you with a problem. Give him/her some advice.
You are a guest at a hotel. You have a bad headache. Go to reception to ask for some painkillers.
(Role play 19)
student b
student a
You are a guest staying at a hotel. You have knocked over a bottle of wine on the carpet of your room. Ring reception and tell them.
You are a hotel receptionist. A guest rings up requiring a service.
(Role play 33)
DEALING WITH COMPLAINTS
pick up a role-play
10
12
11
student b
student a
The hotel cannot give you a refund because you put the wrong information on your online booking.
You booked a twin room and when you arrived at the hotel, they gave you a double room.
(Adapted from Let's enjoy the trip!)
student b
student a
A guest phones reception to make a complaint or to require a service.
Phone reception to make a complaint or require a service. Your name is: Mathew / Rosemary Campbell
(Role-play no.5A/5B / no.43)
student b
student a
You are the hotel receptionist. A guest rings up, making a complaint.
You are at staying at a hotel. You turn on the television in your room, but it doesn't work. Ring reception and tell them.
(Role-play no.8)
student b
student a
You are a guest at a hotel. There is no hot water in your room. Ring reception and complain.
You are the receptionist at a hotel. A guest rings you with a complaint. Apologize and say what you will do.
(Role-play no.12)
student b
student a
You are a guest at a hotel. It is midnight and the guest in the room next door is watching television. You cannot sleep because the television is turned up too loud. Ring the night porter and tell him about your problem.
You are the night porter at a hotel. It is midnight. A guest rings you with a complaint.
(Role-play no.13)
student b
student a
You are a guest at a hotel. You arrive in your hotel room and find that there are no towels in the bathroom. Ring reception and complain.
You are the receptionist at a hotel. A guest rings you with a complaint. Apologize and say what you will do.
(Role-play no.14)
student b
student a
You are a guest at a hotel. Someone has stolen your car from the hotel car park.
You are the receptionist at a hotel. A guest comes to you with a problem.
(Role-play no.15)
student b
student a
You are the hotel receptionist. Deal with the guest´s complaints.
You are a guest at a hotel. Look at the following problems and complain to reception. - You lose your key and the replacement key is missing. - The service in the restaurant is very slow and the waiter doesn´t speak English very well and brought the wrong order. - There are no instructions on how to operate the TV set and the remote control is not working.
(English for International Tourism. Unit 5)
student b
student a
You are a guest at a hotel. Look at the following problems and complain to reception. - You booked a no-smoking room at the hotel and have been given a smoking room by mistake. - The room is noisy, the bath leaks and there are no towels in the bathroom. - You are unhappy because your meal was cold and your side salad had an insect in it.
You are the hotel receptionist. Deal with the guest´s complaints.
(English for International Tourism. Unit 5)
CHECK-OUT
pick up a role-play
10
12
11
student b
student a
You are Mr. MERCY. Your stay at RIU HOTEL has finihed. Room number: 215 Minibar use: no Room service: chicken burger Payment method: voucher Receipt preference: email
You are the hotel receptionist at RIU HOTEL. Mr MERCY is coming to check out Ask politely Room number Minibar use Room service Payment method Receipt preference.
(Created by VFD)
student b
student a
You are Mr. BLACK. Your stay at PARIS HOTEL has finihed. Room number: 115 Minibar use: a can of Cola Room service: salad Payment method: credit card Receipt preference: email
You are the hotel receptionist at PARIS HOTEL. Mr BLACK is coming to check out Ask politely Room number Minibar use Room service Payment method Receipt preference.
(Created by VFD)
student b
student a
You are Ms. CAMPBELL. Your stay at GRAND HOTEL has finihed. Room number: 505 Minibar use: no Room service: vegetable burger Payment method: cash Receipt preference: email
You are the hotel receptionist at GRAND HOTEL. Ms CAMPBELL is coming to check out Ask politely Room number Minibar use Room service Payment method Receipt preference.
(Created by VFD)
student b
student a
You are Ms. MURPHY. Your stay at PARIS HOTEL has finihed. Room number: 215 Minibar use: no Room service: vegetable burger Payment method: pre-paid Receipt preference: email
You are the hotel receptionist at PARIS HOTEL. Ms MURPHY is coming to check out Ask politely Room number Minibar use Room service Payment method Receipt preference.
(Created by VFD)
student b
student a
You are the hotel receptionist at PARSONAGE HOTEL. Mr BAKER is coming to check out Ask politely Room number Minibar use Room service Payment method Receipt preference.
You are Mr. BAKER. Your stay at PARSONAGE HOTEL has finihed. Room number: 215 Minibar use: no Room service: vegetable burger Payment method: credit card Receipt preference: printed
(Created by VFD)