English-For-Tourism - Tour Travel Book 1

For first year senior high school
ENGLISH
FOR TOURISM
Tour & Travel

Book 1
Publishing and Copyright Information
Published by Swisscontact and supported by SECO
(Swiss State Secretariat for Economic Affairs)
Copyright @ 2016 Swisscontact
All rights reserved. No part of this publication may be copied or reproduced

in any form by any means for commercial use.
The materials contained herein maybe copied or reproduced for educational and
training purposes only, provided the materials is not changed/ revised/ modified.
Coordinating Author
Dr. Sutanto Leo, M.ED. TESOL., Dipl. TESL
Contributors
Teachers of SMKN 1 Pangkalan Bun
Marwiyanti Alba, S.Pd.

Saran Segah, S.S.
Nursaid, S.T.T. Par
Lecturers of Bandung Tourism Institute

Dr. Sutanto Leo, M.ED. TESOL., Dipl. TESL
Dra. P. JESSICA J. JOSARY, M.Sc., CHE
Team of Vocational Education and Training Swisscontact WISATA II:
Sapto Siswoyo
Febrasius Masal
Dwi Setijo Widodo
Yorsi Nuzulia
Mercya Soesanto
Graphic and Layout

I Wayan Sanjaya Adi Putra
Distributor
Swisscontact WISATA
Jl. Batur Sari 20 SB, Sanur Kauh, Bali, Indonesia
i
KATA PENGANTAR
Pariwisata Indonesia adalah pariwisata yang berbasis budaya dengan

menitikberatkan kepada pelestarian sumber daya alam dan budaya
serta mengedepankan keanekaragaman atau ke-bhinekaan sebagai
jati diri bangsa dalam satu bingkai negara kesatuan yaitu Republik
Indonesia. Keragaman ini adalah anugerah yang patut disyukuri dan
menjadi kekuatan dalam menjadikan pariwisata Indonesia sebagai
pariwisata berkelanjutan.
Dalam upaya mewujudkan pariwisata berkelanjutan tersebut wajib

diperhatikan tentang ketersediaan sumber daya manusia pariwisata
yang berkualitas, memiliki kompeten unggul dan professional. Salah
satu elemen penting yang layak dikuasai untuk mencapai kompetensi
tersebut adalah penguasaan bahasa asing utamanya Bahasa Inggris.
Hal ini menjadi sesuatu yang sangat mutlak diperlukan terlebih
dengan telah dicanangkannya pariwisata sebagai salah satu sector
unggulan penopang pertumbuhan ekonomi negara. Sementara disisi
lain dengan maraknya globalisasi dunia dan berlakunya Masyarakat
Ekonomi ASEAN menjadikan pasar tenaga kerja pariwisata semakin
terbuka dan kompetitif baik ditingkat nasional maupun regional.
Merespon perkembangan tersebut penerapan penguasaan Bahasa

Inggris bagi generasi muda Indonesia sangat dibutuhkan dan hal
ini dapat dilakukan secara intensif di institusi pendidikan formal
pariwisata ditingkat sekolah menengah melalui SMK Pariwisata.
Merujuk pada Peraturan Menteri Pendidikan dan Kebudayaan, No.
70 th. 2014 Tentang Muatan Lokal Kurikulum 2013 Pasal 4, sekolah
diberikan ruang bagi pengembangan muatan lokal yang diperlukan
termasuk bidang Bahasa asing seperti bahasa Inggris. Pemerintah,
melalui Dinas Pendidikan Provinsi sangat mendukung dengan adanya
inisiatif pendidikan dan pengajaran Bahasa Inggris bagi siswa-siswi
di lingkungan SMK Pariwisata melalui pengembangan muatan lokal
tersebut.
ii
Kami menyambut baik dengan tersusunnya buku English for
Tourism sebagai wujud nyata pengembangan muatan lokal tersebut.
English for Tourism ini disajikan dengan materi yang sesuai dengan
kebutuhan industri pariwisata dan disertai dengan metode
pengajaran yang menarik untuk mencetak lulusan SMK Pariwisata
mampu mengisi kesempatan bekerja di dunia pariwisata.
Buku English for Tourism ini menjadi lebih berbobot dan istimewa
dengan mengangkat dan mempopulerkan khasanah budaya lokal
khas Tanjung Puting kepada generasi muda sebagai bagian yang tak
terpisahkan dari beragam upaya melakukan pariwisata berkelanjutan
melalui pendidikan Bahasa Inggris di SMK Pariwisata. Dengan
demikian selain siswa-siswi dapat mahir berbahasa Inggris, karakter
mereka ikut dibangun melalui nilai-nilai kearifan budaya lokal yang
terkandung dalam materi pembelajaran English for Tourism ini.
Semoga melalui langkah mulia ini SMK Pariwisata mampu

menghasilkan sumber daya manusia pariwisata Indonesia yang
berkualitas, memiliki kompetensi dan professional sehingga mampu
berkompetisi dan memiliki daya saing yang tinggi di pasar pariwisata
nasional maupun international.
Palangkaraya, 27 februari 2017

Kepala Dinas Pendidikan
Provinsi Kalimantan Tengah,
Drs.H.Nurul Edy, M.Si

Pembinan Utama Madya
NIP. 19610626 198803 1 005
iii
TABLE OF CONTENTS
UNIT 1: GREETINGS
Learning Outcomes...................................................................... 2
Activity #1 .................................................................................. 3
Activity #2 .................................................................................. 6
Activity #3 .................................................................................. 6
Activity #4 .................................................................................. 7
Activity #5 ................................................................................ 13
Activity #6 ................................................................................ 14
Activity #7 ................................................................................ 15
Activity #8 ................................................................................ 15
Activity #9 ................................................................................ 16
Activity #10 .............................................................................. 17
Activity #11 .............................................................................. 17
Activity #12 .............................................................................. 18
Activity #13 .............................................................................. 19
Activity #14 .............................................................................. 20
Activity #15 .............................................................................. 21
Activity #16 .............................................................................. 22
Activity #17 .............................................................................. 23
Activity #18 .............................................................................. 24
Activity #19 .............................................................................. 27
Activity #20 .............................................................................. 28
Activity #21 .............................................................................. 30
Activity #22 .............................................................................. 31
Activity #23 .............................................................................. 32
Activity #24 .............................................................................. 33
Activity #25 .............................................................................. 34
Activity #26 .............................................................................. 35
Activity #27 .............................................................................. 35
Activity #28 .............................................................................. 36
Reflection Unit ......................................................................... 37
UNIT 2: INTRODUCTION
Learning Outcomes.................................................................... 40
Activity #1 ................................................................................ 41
Activity #2 ................................................................................ 41
Activity #3 ................................................................................ 43
Activity #4 ................................................................................ 45
Activity #5 ................................................................................ 45
Activity #6 ................................................................................ 46
Activity #7 ................................................................................ 49
Activity #8 ................................................................................ 50
Activity #9 ................................................................................ 51
Activity #10 .............................................................................. 52
Activity #11 .............................................................................. 54
ii
Activity #12 .............................................................................. 54
Activity #13 .............................................................................. 54
Activity #14 .............................................................................. 55
Activity #15 .............................................................................. 55
Activity #16 .............................................................................. 56
Activity #17 .............................................................................. 57
Activity #18 .............................................................................. 58
Activity #19 .............................................................................. 59
Activity #20 .............................................................................. 62
Activity #21 .............................................................................. 54
Activity #22 .............................................................................. 55
Activity #23 .............................................................................. 56
Reflection Unit ......................................................................... 57
UNIT 3: TELEPHONING
Learning Objectives................................................................... 70
Activity #1 ................................................................................ 71
Activity #2 ................................................................................ 76
Activity #3 ................................................................................ 80
Activity #4 ................................................................................ 80
Activity #5 ................................................................................ 82
Activity #6 ................................................................................ 82
Activity #7 ................................................................................ 84
Activity #8 ................................................................................ 85
Activity #9 ................................................................................ 87
Activity #10 .............................................................................. 87
Activity #11 .............................................................................. 91
Activity #12 .............................................................................. 93
Activity #13 .............................................................................. 96
Activity #14 .............................................................................. 97
Activity #15 .............................................................................. 97
Activity #16 .............................................................................. 98
Activity #17 ............................................................................. 100
Activity #18 ............................................................................. 102
Activity #19 ............................................................................. 103
Reflection Unit ........................................................................ 105
REFERENCES AND GLOSSARY

Refrences ................................................................................ 107
Glossary .................................................................................. 110
iii
UNIT 1
GREETINGS
Hello
Unit 1: Greetings 1
LEARNING
OUTCOMES
After learning this unit, students are able to:
a
use friendly and polite expressions
to greet guests
b
greet and welcome guests
appropriately
c
greet and welcome guests properly in
various service contexts
2 Unit 1: Greetings
ACTIVITY #1
Study the following expressions and discuss with your classmates when
we use the expressions.
• Good morning • Have a nice stay.

• Good afternoon • Please enjoy your stay.
• Good evening • Good night.
• Morning • See you later.
• Hello • See you.
• Welcome to Pangkalan Bun • See you tonight.
• Welcome to Tanjung Puting • See you this afternoon.
• How are you? • See you tomorrow.
• How are you today Mr. Salundik? • Good bye.
• How are you this evening • Bye-bye.
Ms. Sarifah?
• Bye.
• How was the flight Sir?
• I am fine, thank you.
• How was your journey Madam?
• I am just fine, thank you.
• Can I help you with your luggage
• I am very well, thank you.
Mr.Salundik?
• I am well, thank you.
• Can I have your identity card?
• I am glad to see you.
• What room number are you in Sir?
Please, get into the bus. • I am happy to see you.
• Watch your step. • It was good, great, or excellent.
• Mind your head. • It’s a pleasure to meet you.
• Be careful. • It’s a pleasure to see you.
• Is everyone in? • It’s a pleasure to know you.
• On behalf of Tanjung Puting Tours • It’s nice to meet you.
• Please enjoy your holiday. • It’s nice to know you.
• Have a nice vacation.
Unit 1: Greetings 3
ACTIVITY #2
Greetings are friendly and polite expressions we use when we meet
guests or other people. They are often followed by body language.
Answer the following questions.
1 What do you know about greeting?

2 Do you always greet anyone you meet?
3 What do say when you meet someone?
4 Is greeting important? Why?
5 What kind of body language do you use when greeting?
ACTIVITY #3
Read the following dialogues with your partner.
a. tourist at the airport
Good morning Sir. Are you Mr. Ihat?
Driver
Good morning, yes I am.
Tourist
Welcome to Pangkalan Bun.

Can I help you with the luggage?
The car is over there.
Driver
Yes, of course, please.
Tourist
4 Unit 1: Greetings
(continued)
Would you come this way. This is our

car. Please, get in the car Mr. Ihat.
Driver
Ok. Thank you.
Tourist
b. group of tourists at the airport
Good afternoon everyone.
Tour guide Good afternoon.
Tourists
I am Gusti Mardada. On behalf of Batu Aji Tours,

I would like to welcome you all to Pangkalan Bun.
Tour guide
Thank you.
Tourists
Our bus will come here. Please put your tour baggage
over here. We will help you with the baggage.
Tour guide
Of course, thank you
Tourists
Now please get on the bus and watch your step.
Tour guide
Thank you.
Tourists
Unit 1: Greetings 5
c. tourists on the bus
Hello everyone. My name is Sius. On behalf of

Borneo Green Tours I’d like to welcome you all to
Tour guide Pangkalan Bun. Before we make a move let me
make sure who is already on the bus. Ms. Lia,
Ms. Sari and Mr. Ibram
Yes, we are here
Tourists
Mr. Ibram, is Mr. Ibram here?
Tour guide
I think Mr. Ibram is still in the toilet.

Oh, he is coming.
Tourists
Good, please get on the bus Mr. Ibram.

I think everyone is already here. Is that right?
Tour guide
Yes, we are all here.
Tourists
Thank you. The bus ride to your hotel will take

about fifteen minutes. Right now I’d like to take
Tour guide
a minute to familiarise you with the area and
discuss some brief safety precautions. Firstly, I
would like to ask that you remain seated until we
reach our destination and that you do not eat or
drink while on the bus.
Secondly, please realise that it is against the

law to get drunk in public, and we suggest not
leaving your personal belongings unattended.
Enjoy your vacation.
6 Unit 1: Greetings
Practice the dialogue with your partner. You will need to
change some of the information such as the time, name of the
tourist, place, and travel agent.
ACTIVITY #4
Study the following dialogues of greetings in different contexts.
a. guest arriving at the hotel
Good afternoon sir. Welcome to the Swiss Bellin Hotel.
Gusti
Good afternoon, thank you.
Guest
Let me help you with your baggage Sir.
Gusti
Oh,yes please. Thank you.
Guest
Please go to the receptionist

(and I will take your bags).
Gusti
Thank you.
Guest
Unit 1: Greetings 7
b. Hotel restaurant
Good afternoon Madam.

Welcome to the Arsela Hotel .
Greeter
Good afternoon, thank you.
Guest
What room are you in please?
Greeter
Room 307.
Guest
307, please help yourself to lunch.
Greeter
Oh lovely, thank you.
Guest
8 Unit 1: Greetings
c. At the reception
Good afternoon Sir. What can I do for you?
Receptionist
Good afternoon. I would like to check in please..
Guest
Yes, of course Sir. May I know your name please?
Receptionist
Frank.
Guest
Can you spell your name please?
Receptionist
F for Foxstrot, R for Romeo, A for

Alpa, N for November, K for Kilo
Guest
Oh. Mr. Frank. Please can you wait a moment.
Receptionist
Thank you.
Guest
Unit 1: Greetings 9
d. At the airport
Good afternoon Sir. Are you Mr.Gusti?
Tourist Guide
Good afternoon, yes I am.
Gusti
Welcome to Pangkalan Bun. May I put

your baggage in the car?
Tourist Guide
Yes, of course, please do.
Gusti
Please get in the car Mr. Gusti.
Tourist Guide
Ok. Thank you.
Gusti
10 Unit 1: Greetings
e. With colleagues at the Travel Agent
Good afternoon Mr.Salundik.

How was your weekend?
Travel Staff
Good afternoon Mr. Said. It was

fun, thank you. How about you?
Tour Guide
I went to Pasir Panjang village

with my family.
Travel Staff
Oh, no wonder you look very fresh today.
Tour Guide
Yes Sir. Have a good day.
Travel Staff
You too, thank you.
Tour Guide
Unit 1: Greetings 11
f. Meeting a friend at a restaurant
Hi Sarah, how have you been?
Vina
What a surprise! I haven’t seen you for ages.
Sarah
I’m doing very well. How about you?
Vina
I finally have a new job. I have

just been hired by PT. Borneo
Hijau Persada
Sarah
Oh great, congratulations!
Have you ordered something?
Vina
Yes, I ordered coto menggala.
Sarah
Oh good. I will order coto menggala too.
Vina
All right.
Sarah
ACTIVITY #5
Fill in the following missing parts of the dialogues
in the following contexts
... a. Guest arrival at hotel

Bellboy : Good afternoon sir. Welcome to ___________ (1)
Guest : _______________, thank you. (2)
Bellboy : Can I help you with your luggage?
Guest : Yes, please. ____________________________ (3)
Bellboy : I will be careful with your luggage. __________ (4)
Guest : ______________________________________ (5)
... b. Hotel restaurant

Greeter : Good morning Madam. Welcome to our restaurant.
Guest : ______________________________________ (1)
Greeter : __________ I know your room number, sir? (2)
Guest : Five, O, seven (507)
Greeter : __________, ___________________________ (3)
Guest : Yes, I am alone.
Greeter : __________, please enjoy your breakfast. (4)
Guest : _____________________________________. (5)
... c. At the reception

Receptionist : Good afternoon, Sir. What can I do for you?
Guest : Good afternoon, _______________________ (1)
Receptionist : Certainly sir. Can I have your name ________? (2)
Guest : I am Salundik.
Receptionist : How ___________________________ please? (3)
Guest : S for ___, ____, ____, ____, ____, ___, ___, ... (4)
Receptionist : Oh.Mr.Salundik._______________________? (5)
Guest : ______________________________________ (6)
...
d. At the airport
Tourist Guide : Good evening Madam. Welcome to ________. (1)
Guest : Good evening, thank you.
Tourist Guide :_____________________________________? (2)
Guest : Yes, I am Rahmawati.
Tourist Guide : I am Umar, your driver. ___________________ (3)
Guest : Nice to meet you too Umar.
Tourist Guide : ______________________________________ (4)
Guest : Oh yes, thank you
... e. With a colleague at the hotel

Roomboy : Good morning. Ms. Lia, _________________? (1)
FO supervisor : ____________. How was the event yesterday? (2)
Roomboy : It was great, thank you. And _____________? (3)
FO supervisor : It’s not so bad.
Roomboy : _____________________________________ (4)
FO supervisor : _____________________________________. (5)
ACTIVITY #6
Work in pairs or groups of three to practice greetings in different
contexts such as at the airport, guest arrival at the hotel, at the
reception, at the café, or at the office with colleagues.
ACTIVITY #7
Demonstrate your greetings in front of the class. After the demonstration
the rest of the students can provide comments on how well the greetings
were delivered.
ACTIVITY #8
Listen to the following dialogues of greetings. Fill in the
missing expressions with the expressions you hear.
... a. At the reception

Receptionist : ________________, what can I do for you? (1)
Guest : Good evening. I want to__________________. (2)
Receptionist : Yes please. Have you made a _____________? (3)
Guest : Yes, _______________ of Ms. Nining. (4)
Receptionist : _____________ wait a moment, please ? (5)
Guest : _____________________________________ (6)
...
b. At the café
Waiter : Good evening. Welcome to our café Sir.
Guest : Good evening, thank you.
Waiter : __________________________________________ (1)
Guest : Could you book a table for two?
Waiter : __________________, smoking or non-smoking sir? (2)
Guest : I prefer a non-smoking table please.
Waiter : __________________________________________ (3)
Guest : Thank you.
Waiter : ____________________________________________ (4)
Guest : Yes, excellent. Thank you.
... b. At the Pancasila Monument
Tourist Guide : Good afternoon Sir._____________________. (1)
Tourist : Good afternoon. _______________________. (2)
Tourist Guide : Yes,__________________________________. (3)
Tourist : Thank you very much.
Tourist Guide : ______________ if you need it Sir. (4)
Tourist : Ok, thank you.
Tourist Guide : _____________________________________. (5)
ACTIVITY #9
Read the following passage below
Greeting
Greeting is an act of communication in which people
intentionally make their presence known to each other. It
is to show attention to, and to suggest a type of friendly
relationship between individuals or group of people coming
in contact with each other. Greetings are often used to greet
other people or guests before a conversation. Greetings may
change within a culture depending on social status (formal
or informal) and the relationship between the greeter and
the people. Greetings can be expressed both orally and
physically, and often involve a combination of the two.
Adapted from Wikipedia (2015)
ACTIVITY #10
Answer the following questions based on reading the passage above!
1.
1 What is greeting?
2 What is greeting used for?
2.
3 Are greetings used only for foreign tourists? Why?
3.
4.
4 Are there any differences for greeting in different cultures? Please explain?
5.
5 Do you think greeting is only expressed orally? Why?
ACTIVITY #11
Fill in the following parts of speech based on the passage above.
1.
1 Verbs (kata kerja) :
2 Nouns (kata benda)
2. :
3 Adjectives (kata sifat)
3. :
4.
4 Adverbs (keterangan) :
5.
5 Articles (kata sandang) :
6.
6 Prepositions (kata depan) :
ACTIVITY #12
Greetings are also shown physically or using body language.
Match the following pictures of greetings with the captions by
writing the letters above the pictures.
( ) Bowing the body (Japanese) ( ) Lifting hats

( ) Grabbing their hand and then ( ) Nose to nose touching
bumping shoulders. (Hongi-Maori New Zealand)
( ) Hands raised and forwarded. ( ) Raising and waving hands
( ) Hugging ( ) Shaking hands
( ) Kissing cheeks (Italian)
( ) Kissing lips (Bana women,
Ethiopia)
a b
Source: www.pinterest.com Source: www.buzzethiopia.com
c d
Source: http://mbjprotocol.com Source: shutterstock.com
e f
Source: www.huffingtonpost.co.uk Source: abcnews.com
g h
Source: www.thisisinsider.com Source: http://www.prforaustralia.com
i j
Source: wikipedia.com https://italytranslated.files.wordpress.com
ACTIVITY #13
Work in pairs or groups to practice greetings from different
countries and using body (physical) language.
ACTIVITY #14
Read the following passage about Why Greetings Are Important
adapted from Josh (n.d.). Underline the words or phrases where
you are not sure of the meaning.
Why Greetings Are Important

Because greetings are a part of every conversation, it is
important to know how to use them properly and with
confidence. It’s easy to become fluent with their use
because you have an opportunity to practice them every
time you talk to someone.
The first moments of an interaction you have with someone

are crucial because they set the tone for the conversation
to follow. If you start a conversation doubting yourself
and unsure of what you’re saying this will effect your
performance for the rest of the conversation. But if you
can effortlessly use the right greetings then you will feel
confident during the rest of the conversation.
It’s important that you feel confident when greeting

someone because they will quickly form a first impression
of you that may be hard to change later on. If you greet
someone with confidence they will feel more comfortable
with you and will form a positive first impression. If you
stumble around and aren’t sure of what you’re doing, they
may misjudge your true level of English and speak to you
differently than you’d like.
ACTIVITY #15
Write questions based on the text above. The answers of the
questions are provided below. Question a is done for you.
Example
1 (Q) Question : Why is it important to know how to use greetings

properly and with confidence?
(A) Answer : Because greetings are a part of every conversation.
2 Q : ...
A : Because you have an opportunity to practice them every
time you talk to someone.
3 Q : ...
A : Yes, it is crucial.
4 Q : ...
A : It will effect your performance for the rest of the
conversation.
5 Q : ...
A : You will feel confident during the rest of the conversation.
6 Q : ...
A : Yes, it’s important.
7 Q : ...
A : You that may be hard to change later on.
8 Q : ...
A : They will feel more comfortable with you and will form a
first impression.
9 Q : ...
A : They may misjudge your true level of English and speak to
you differently than you’d like.
ACTIVITY #16
Study the following expressions for formal and non-formal greetings
and write how you will respond to the greetings. Greeting (a) is given
as an example.
a. Formal greetings
Formal greetings Responses

a. Good morning. Good morning.
b. Good afternoon.
c. Good evening.
d. Hello.
e. Good morning. How are you?
f. Hello, how are you?
g. How do you do? I am Rani
b. Informal greetings
Informal greetings Responses

a. Hi, how’s life?
b. Hi there, how’s everything?
c. How’s business?
d. What’s news?
e. How have you been (doing)?
f. Hi long time no see. How’s life?
ACTIVITY #17
With your partner complete the following dialogues with the
expressions you have learnt and practice speaking them out loud.
... a. You meet your friend on the way to your school.

Puput : Hi Gilang?
Gilang : _________________________________________ (1)
Puput : How are you?
Gilang : _________________________________________ (2)
Puput : Great thank you. How was your weekend?
Gilang : _________________________________________ (3)
Puput : It was bad. I just stayed at home doing my homework.
Gilang : _________________________________________ (4)
... b. You meet your supervisor at work
Wahyudi : ____________________________________________ (1)
Devinta : Good morning Yud, how are you?
Wahyudi :
Devinta : I am no so well today?
Wahyudi : ____________________________________________ (2)
Devinta : How was your day yesterday?
Wahyudi : ____________________________________________ (3)
Devinta : Good. Enjoy your day.
Wahyudi : ____________________________________________ (4)
ACTIVITY #18
Listen to the following dialogues, then follow how your
teacher reads the dialogues.
Dialogue A
Hi, how are you doing?
Rani
I’m doing great. How about you?
Hamdan
Not too bad.
Rani
Do you come to this restaurant often?
Hamdan
I’ve been here a couple of times,
but I don’t come on a regular
Rani
basis. What have you been up
to?
(continued)
I’m pretty busy at work these days, but

otherwise, everything is great.
Hamdan
Well, have a good evening.
Rani
You too.
Hamdan
Dialogue B
It’s nice to meet you. My name is Salundik.
Salundik
I’m Sarifah. It’s a pleasure to meet you.
Sarifah
What was your name ?
Salundik
Sarifah
Sarifah
So Salundik, what do you do for a living?
Salundik
I work at the Avila Hotel. How about you?
Sarifah
(continued)
I’m a teacher at a vocational

high school (SMK).
Salundik
That’s great. It was nice meeting you.”
Sarifah
Yeah. It was a pleasure meeting you
Salundik
Dialogue C
Hi Dody, it’s good to see you.
Siti
Wow. It seems like more than a year

since we met. How about you?
Dody
I’m doing pretty well.
Siti
I’m not too bad
Dody
Do you come to this beach often?
Siti
(continued)
Not really, just once a year, and you?
Dody
It’s my first time here. Do snorkel?
Siti
Yes, do you?
Dody
Of course, let’s go together.
Siti
ACTIVITY #19
Study the following formal and informal expressions used
to end conversations. Complete the responses (There are
various responses). (a) is done for you.
Formal endings Responses

a. I am sorry, I have to go now. Yes of course. See you.
b. I hope to see you tomorrow.
c. Good bye.
d. It’s been nice talking to  you.
e. I’ll talk to you later.
f. It is getting late, I have to go

now.
Informal endings Responses
a. Sorry, I must go now.
b. See you later
c. See you soon.
d. See you.
e. Bye-bye
f. Bye.
ACTIVITY #20
Work with your partner to read the dialogues below and
practice the expressions you have learned.
Good morning Daffa. How are you?
Fajar
I am okay, thanks. How are you?
Daffa
Very well, thank you.
Fajar
How is your family?
Daffa
Fine thank you.
Fajar
(continued)
I’m sorry, but I really have to go

now. It’s been nice talking to you.
Daffa
It was nice talking to you too.

I hope to see you soon.
Fajar
Hi Lia
Norimam
Hi Imam, how are you?
Lia
Not bad, thank you.
How are you?
Norimam
Great thanks.
Lia
How’s your work?
Norimam
Pretty good Imam .

I’ll talk to you later.
Lia
Sure. See you later.
Norimam
See you.
Lia
ACTIVITY #21
Work with your partner to complete the dialogues below and
practice speaking them out loud.
... Dialogue a
Handi : Good afternoon Frida. How are you?
Frida : ____________________________________________ (1)
Handi : Not too bad, thank you.
Frida : ____________________________________________ (2)
Handi : She is fine, thank you.
Frida : ____________________________________________ (3)
Handi : I am sorry. It is getting late. I have to go now.
Frida : ____________________________________________ (4)
Handi : See you tomorrow.
... Dialogue b
Hendri : Hallo Herlina, how is life?
Herlina : ____________________________________________ (1)
Hendri : Excellent, thank you.
Herlina: _____________________________________________ (2)
Hendri : So far so good. Nice to meet you.
Herlina : _____________________________________________ (3)
Hendri : Bye bye.
ACTIVITY #22
Working on your own, read the situations below, then supply the
relevant Expressions. Situation (a) is given as an example. There
are a variety of expressions or answers that are suitable.
Situations Expressions
a. You greet your manager in Good morning Mr. Segah,
the morning how are you today?
b. Nitha meets a close friend.
c. A supervisor greets her

colleague.
d. Someone gives a speech at

17.00
e. A waitress welcomes a
guest  at 09.00.
f. You leave a friend after work.
g. A teacher starts her class.
h. You end a talk with a  friend.
i. You leave your schoolmates

at 22.00.
ACTIVITY #23
Read the following passage about Greeting adapted from Carmelita (2016)
Greetings
One of the most common greetings used in countries like the United States, the
United Kingdom and Australia is the simple ‘hi’ or ‘hello’ used in informal situations.
In the United States it is normal for men to shake hands when they meet, but it is
quite unusual for men to kiss when they greet each other. Similarly, in the United
Kingdom, a handshake is the most common form of greeting among the English and
British people and is customary when you are introduced to somebody new. Often a
peck on the cheek is common in informal situations between men and women and
also between women who know each other very well.
Let’s take a look at the customs in a few countries of continental Europe. French
nationals for instance, including children, shake hands with their friends and often
kiss them on both cheeks when meeting and when leaving. Hungarians like to use
the friendly greeting form of kissing each other on the cheeks. The most common
way is to kiss from your right to your left. When men meet for the first time, the
casual norm is a firm handshake. In Belgium, people kiss on one cheek when they
meet, regardless of the gender or how well they know each other.
In Russia, the typical greeting is a very firm handshake. Assume you’re trying to
crush each other’s knuckles, all the while maintaining direct eye contact. When
men shake hands with women, the handshake is less “industrial.” It is considered
gallant to kiss women three times while alternating cheeks, and for elderly women
a kiss on the hand is given. In Albania, men shake hands when greeting one another.
Depending on how close the men are with each other, a kiss on each cheek may be
common as well. When a man meets a female relative, a kiss on each cheek, or two
per cheek, is common. With friends or colleagues, normally a light handshake will
do. Women may shake hands or kiss each other on both cheeks.
In Asia, on the other hand, greetings that involve physical contact is very rare. In
Japan, for instance, the common greeting for both men and women is to bow to
each other, as opposed to giving a casual handshake or a hug which is rare in Asian
cultures. China is one of the most conservative countries in Asia, just like Japan,
it’s not a touch-oriented society. When meeting someone for the first time, they
would usually nod their heads and smile, wave politely or shake hands if in a formal
situation. In Vietnam women do not shake hands with each other or with men.
Physical contact between grown-up relatives or friends (both males and females),
or between the same or opposite sexes, is not a common sight. Many people may
greet by bowing slightly to each other, and possibly joining hands. Usually, higher
ranking people are greeted first (the family head).
Carmelita (2016)
ACTIVITY #24
Answer the following questions below:
1.
a What are the common greetings of Europeans, Australians and Americans?
b Where is a peck on the cheek greeting done?
2.
c What are French greetings like?
3.
4.
d Is kissing on the cheek a common greeting? Describe it?
5.
e Does a firm handshake belong to a formal greeting? Explain what happens
and where.
6.
f Where is the handshake less “industrial”?
g What do you know about the light handshake?
7.
8.
h What do Asian people do instead of greeting with physical contact?
9.
i Nodding and smiling are also common greetings. When do they happen?
1.
j What other Asian greetings do you know?
ACTIVITY #25
Study the following personal pronouns and how to use them in sentences.
Personal Pronouns
Subjects Objects Possessive Adjective Possessive Adjective
I Me My Mine
You You Your Yours
He Him His His
She Her Her Hers
It It Its Its
We Us Our Ours
They Them Their Theirs
Utin Her Her (Utin’s ) Hers
Salundik His His (Salundik’s) His
Sari and Gusti Them Their Theirs
ACTIVITY #26
Describe profiles of tourism profession using personal pronouns from
previous page. The underlined words are personal pronouns.
a I am Salundik. (as subject)

a.
b Let me introduce you to Mr. Gusti. (as object)
b.
c Sarifah is my friend. (as possessive adjective)
c.
d Lia is a friend of mine. (as possessive pronoun)
d.
ACTIVITY #27
Fill in the blanks with the appropriate personal pronouns.
1.
a This is Swiss-Belinn Hotel.___1___ is a business hotel. ___2___ am the
restaurant manager.___3___ name is Sari ,___4___ have 12 waiters and
two cooks in ___5___ restaurant. There is a cafe where ___6___ can have
breakfast. ___7___ are glad to welcome ___8___ in ___9___ hotel.
1.
b Those pretty girls are Sari and Lia. ___1___are employees in the same
department at Avila Hotel. ___2___ positions are not the same. ___3___
are disciplined and loyal. The hotel manager like ___4___very much.
They got rewards as employees of the year. These rewards are ___5___
ACTIVITY #28
Vocabulary game. The game starts with a student sitting in the front, or
at the back corner of the classroom. The first student states a word, and
the student next to him/her uses another word which begins with the
last letter of the word stated by the first student.
For example:
First student states ‘Guide’, the second student who sits next to the first
student makes a word starting with ‘E’, the third student says ‘Ending’ etc.
The rules :
First student states ‘Guide’, the second student who sits next to the first
student makes a word starting with ‘E’, the third student says ‘Ending’ etc.
a Each student has to make words in not more than thirty seconds for
the first round,and the time is reduced five second for the second
round, and so on.
b The student who can not make a new word, or who repeats a word
already stated within the time allocated will be out of the game.
c Words that have been stated can not be repeated again
d Words starting with upper case (capital letters) can not be used. These
words include names of places, persons, months, days, brands, etc.
e The winner is the last person left stating a word..
REFLECTION UNIT 1
At the end of this chapter, ask yourself the following questions to know
how effective your learning process is.
1. Have you been able to understand how to

use friendly and polite expressions to greet
guests?
2. Do you know how to greet and welcome
guests appropriately?
3. Can you greet and welcome guests in various
service contexts properly?
If your answer is ‘no’ to one of these questions, see your teacher and
discuss with him/her on how you can understand better and be able to use
friendly and polite expressions to greet guests, greet and welcome guests
appropriately.
“The roots of
education are bitter,
but the fruit is sweet”
- Aristotle
inspired by Chris Martinié

UNIT 2
INTRODUCTION
Unit 2: Introduction
LEARNING
OUTCOMES
After learning this unit, students are able to:
a
introduce themselves to other people
b
introduce a guest to a supervisor or a manager
c
introduce a guest to another guest
ACTIVITY #1
Introducing yourself is much more than saying your name. It’s a way to
connect with someone new by exchanging words and often, physical
contact. Answer the following questions:
1 Have you ever introduced yourself to somebody else?

2 Can you tell me how to introduce yourself?
3 Do you use body language when introducing yourself? What kind?
4 Is it a must to mention your name?
5 Did you give any other information?
ACTIVITY #2
Study the following expressions for introducing oneself
Greetings and names

• Hi • Hi, my name is Gusti Ridwan
• Hey • Hey! I am Utin Normi
• Hello • Hello. my name is Gusti Maulana
• Good morning
Age, job, and city or country of origin

• I am 30 years old • I am an office boy
• I am 25 • I work as a tour leader
• I work in a travel agent • I am from Pangkalan Bun
• I work for a travel company • I come from Lamandau
• I am a guide • I live in Kubu
Unit 2: Introduction 41
What you like to do?
• I like travelling
• I like meeting foreign people
• I am good at diving and snorkeling
• I like to go snorkeling in Senggora Small Island
Introducing somebody else

• Gusti Indra, please meet George • It’s nice to meet you
• Alminto, have you met George? • I’m glad to meet you
• I’d like you to meet Mitha • Nice to meet you too
• I’d like to introduce you to • Are you Mr. Rambang?

Joana
• Is your name Utin Sari?
• Nana, this is Barbara.
Barbara this is Nana • Do you know Helkes?
• I’d like you to meet Mr. Gusti • Have you met Cecilia?
Aspan
• What did you say your name
• I want you to meet Mrs. Utin was?
Maryam
• Could you say your name again,
• I’d like to introduce my friend please?
(Narang) to you
• See you tomorrow
• I’d like to introduce you to my
friend, Segah • See you later
• How do you do? • Good bye
42 Unit 2: Introduction
ACTIVITY #3
Study the following common expressions of how to introduce yourself
and others, and some relevant responses.
Self-introduction Responses
1. Hi, I am Segah Hi, I am Bambang. Nice to meet you
2. Hello, my name is Cecilia Hello, my name is Normi.

I am pleased to meet you
3. Good morning. Good morning Mr. Maulana. My

My name is Gusti Maulana name is Rambang. How do you do?
4. Good afternoon. Let me Good afternoon. I am Wilda.

introduce myself. I am Hanson Glad to meet you Mr. Hanson
5. May I introduce myself. I am Soni.

My nick name is Tania I am happy to meet you Ms. Tania
6. I am Anderson. How do you do? My name is Ghea. How do you do?
7. It is nice to meet you Nice to meet you too
It is nice to
meet you
It is nice to
meet you
Introducing others Responses
1. Robi, this is my friend Dedi Hi, glad to meet you. I’m Patricia
2. Have you met Tania? No, I haven’t
3. Do you know Mickey? Yes, I have met him before
4. This is a friend of mine, Andy Hello, Andy. Nice to meet you
5. I would like to introduce you to Good to meet you Utin

my friend, Utin. Utin, this is Anne
6. May I introduce our new I am happy to meet you Dehen

classmate, Dehen
7. Please allow me to introduce It is good to know you

my colleague, Ms. Yanti
8. Let me introduce you to Mr. How do you do. It is very nice to

Dickson. Mr. Dickson, this is Mr. meet you
Said from Pangkalan Bun
Study the following self introductions.
Hello. My name is Ihat, I am from Kumai,

Pangkalan Bun. I am a driver in Kumai.
I am 30 years old.
Hi. I am Kristine. I work as reservation

staff in a travel agent. I like my job very
much. I live in Kotawaringin Lama and I
am 20 years old. My hobby is travelling.
I love to travel around Indonesia.
ACTIVITY #4
Complete the following self introductions by choosing the relevant
expressions.
Part A
(...) 30 Good morning. My name is ___1____, I

(...) guide am from ______2_______, ____3______.
(...) Kubu I am a ______4____ in _____5_____. I am
(...) Pangkalan Bun ______6____ years old.
(...) Pangkalan Bun
(...) Said
Part B
(...) 25 years Hello. My name is ____1_____. I work as a

(...) Sister Tour ______2__________ in a _______3________.
(...) listening to music I like my job very much. I live in
(...) pop music _____4_______ and I am ________5___
(...) Nina old. My hobby is _______6_______. I love
(...) Pangkalan Bun ________7__________.
(...) Ticketing officer
ACTIVITY #5
Work individually. Write a short paragraph to introduce yourself, then
present it to the class.
ACTIVITY #6
Study and practice the following dialogues.
a. Introducing yourself at the hotel
Good morning. Are you Mr. Smith ?
Mitha
Good morning. Yes, I am Smith.
Tourist
Oh good. I am Mitha, Glad to meet you.
Mitha
Glad to meet you too.
Tourist
What can I do for you Mr. Smith ?
Mitha
I want to see the front office manager.
Tourist
Could you wait for a moment please ?
Mitha
Thank you.
Tourist
b. Introducing a tourist to the manager
Good evening Mr. George.
Mr. Gusti Ridwan Segah
Good evening.
Mr. George
Please allow me to introduce you
to my manager Mr. Gusti Ridwan
Mr. Gusti Ridwan Segah Mr. George this is Mr. Gusti
Ridwan. Mr. Gusti Ridwan this is
Mr. George.
How do you do Mr. Gusti Ridwan ?
Mr. George
How do you do Mr. George.
Segah Mr. Gusti Ridwan
Pleased to meet you.
Mr. George
Pleased to meet you, too.
Segah Mr. Gusti Ridwan
c. Introducing a tourist to another tourist
Good morning Ms. Ika
Tourist 2 Manager
Good morning Mr. Sius. How are you?
Tourist 1
I’m very well thanks, and you?
Tourist 2 Manager
I’m fine too thanks.
Tourist 1
Ms. Ika, I would like to meet you

to my guest, Ms. Luluk.
Tourist 2 Manager
How do you do Ms. Ika ?

Manager Tourist 2
How do you do Ms. Luluk?
Tourist 1
Glad to meet you.

Manager Tourist 2
Glad to meet you too.
Tourist 1
Ms. Ika, where are you from?

Manager Tourist 2
(continued)
I’m from Surabaya, and what about you Ms. Luluk?
Tourist 1
I am from Pangkalan Bun, Central Kalimantan

Manager Tourist 2
What a nice place.
Tourist 1
Thank you.
Manager Tourist 2
ACTIVITY #7
Fill in the missing parts of the dialogues below.
... a. At the hotel

Receptionist : Good afternoon. Are you Mr. Rikam?
Visitor : ________________, __________________ (1)
Receptionist : Oh good. I am Vida. Nice to meet you.
Visitor : ___________________________________ (2)
Receptionist : What can I do for you Mr. Rikam ?
Visitor : I want to see_________________________ (3)
Receptionist : __________________________________ ? (4)
Visitor : Yes my pleasure, thank you.
ACTIVITY #8
You will hear a dialogue between the receptionist, Mr. Bohap,
and the manager. Complete the missing expression.
... a. Introducing Mr. Bohap to the Hotel Manager

Receptionist : Good evening Mr. Bohap.
Mr. Bohap : ____________________________________ (1)
Receptionist : I would like to meet you to ______________ (2)
_______________, (3) _________________ (4)
Mr.Bohap : How do you do _______________________? (5)
Manager : ___________________________________ ? (6)
Mr. Bohap : I am glad to meet you.
Manager : ____________________________________. (7)
... b. Introducing somebody in a place of interest

Tour leader : Good morning, Mr. Narang.
Guide : ____________, (1) Mr. Helkes. ___________? (2)
Tour leader : I am very well thank you, and you?
Guide : Very well, thank you. Mr. Helkes,__________? (3)
Tour leader : I am afraid not.
Guide : Alright. Mr. Thomas, this is Mr. Helkes. ______ (4)
Mr. Thomas : How do you do?
Tour leader : _____________________(5)? _____________ (6)
Mr. Thomas : Glad to meet you too.
ACTIVITY #9
Introducing a wife at the airport
Put the following sentences in order to complete the

dialogue between Mr. Toha, Mr. Gusti Ihwan, and
Mrs. Gusti Ihwan.
1 Thank you, you too. 6 Pleased to meet you too.

2 No just to Pangkalan Bun for a 7 Good morning Mr. Gusti Ihwan.
few days? 8 Alright, have a nice trip.
3 I’m good thanks, and you? 9 Good morning Mr Toha.
4 Are you going to Semarang? How are you?
5 Not too bad. Mr Toha, this is my 10 Pleased to meet you
wife. Darling, this is Mr. Toha. Mrs.Gusti Ihwan
Mr. Toha : ________________________________

Mr. Gusti Ihwan : ________________________________
Mr. Toha : ________________________________
Mr. Gusti Ihwan : ________________________________
Mr. Toha : ________________________________
Mrs. Gusti Ihwan : ________________________________
Mr. Toha : ________________________________
Mr. Gusti Ihwan : ________________________________
Mr. Toha : ________________________________
Mr. Gusti Ihwan : ________________________________
ACTIVITY #10
Introducing yourself to a group of tourists
1 Good morning, welcome to Pangkalan Bun. I am

Gusti Dafa, your guide for this tour. I’ll tell you all
about the things you will see. If you have any questions,
feel free to ask. It is my job to answer your questions. All
my time is free to talk to you. Thank you.
2 Good afternoon everyone. My name is Nur Said.

On behalf of Wijaya Tour Agency, I would like to
welcome you all to Pangkalan Bun. The mini bus goes to
Grand Kecubung hotel. It takes about fifteen minutes.
Right now I’d like to take a minute to familiarise you with
the area and explain our safety features. Please fasten
your safety belts and remain seated until we reach our
destination.
3 Dear visitors, I would like to welcome you all to

Pangkalan Bun. Allow me to introduce myself. My
name is Segah. I am your guide and will support you
during the tour. I promise you are going to enjoy your
stay here in Pangkalan Bun. This is a beautiful, quiet city
where you can relax, sit by the Arut river, visit traditional
markets and Pasir Panjang village, and enjoying great
meals. You can walk into town and enjoy the Pancasila
and Palagan Sambi Monuments, and take pictures.
4 Hello, everybody. Welcome to Pangkalan Bun. I’m
your tour guide, Natalia. It’s great to meet you here
in Pangkalan Bun. You will discover that Pangkalan Bun
and the surrounding areas are beautiful. You will find a
variety of wildlife including orangutan, bekantan, wild
boar, crocodile. There is more to see in Pangkalan Bun
than you can dream of.
5 Hi, everybody. I am Danson, your tour guide for

today. We’re going to be pulling up to the hotel in
just a few minutes. Please sit back and enjoy the view of
the shopping centre and Palagan Sambi monument on
the left hand side of the bus as we enter the city. I ask
that you remain in your seats until we have come to a
complete stop. Our agent, Mr. Arif will be meeting you at
the bus to help you with your bags. Please double check
to make sure your bag has been taken off the bus. On
behalf of Wijaya Travel Tours, have a wonderful vacation
in Pangkalan Bun and I hope to see you tomorrow at the
information session.
ACTIVITY #11
Work individually to fill in the missing words or phrases in the
following greeting, welcome and introduction.
1. Good evening, My name is _______a_______ I am your guide for this

tour. I would like to welcome you to _____b______ . My job is to tell you
all about the things you can see. If you have any questions, feel free to
ask. It ___c___ my pleasure to answer your questions. Feel free to talk
to me at ____d___ you need my help. Thank you.
ACTIVITY #12
Write a greeting, welcome and introduction to tourists individually. Change
some of the information such as the time, name of the guide, place, and
travel agent.
ACTIVITY #13
Practice greeting, welcoming tourists, and introducing yourself with your
partner. Change some of the information such as the time, name of the
guide, place, and travel agent.
ACTIVITY #14
Read the following passage
Introduction
Introducing yourself is much more than saying your name;
it’s a way to connect with someone new by exchanging
words and often, physical contact. Introducing yourself
to strangers can be tricky because what you say depends
entirely on the context. You may introduce yourself
differently depending on whether you are addressing an
audience before you give a speech, meeting someone at a
networking event, or just starting a conversation with a new
person at a party. What is important is to introduce yourself
in a way that is appropriate and makes people like and
remember you.
Source: Wikihow (2015)
ACTIVITY #15
Answer the following questions based on the text above.
1.
1 What does introducing yourself mean ?
2 Why can introducing yourself to strangers be tricky ?
2.
3 On what occasions may you introduce yourself differently ?
3.
4.
4 Is it very important to introduce yourself by saying your name ?
5.
5 What should we consider when introducing ourself ?
ACTIVITY #16
Sometimes during tours the guide will ask some common questions to
tourists in order to have a closer relationship. Suppose you are a tour
guide, ask the following questions to one of your classmates who is
playing the part of a tourist.
1 Good morning, I am Segah. What is your name?

2 What is your work? (What are you doing for living?)
3 What are your favorite activities/hobbies/sports? Why?
(Feel free to name several.)
4 What is the best place you have ever visited? Please explain.
5 Please choose three words that describe you best:
6 Mention three things, activities, or places that you like best. Why?
7 Mention three things, activities, or places that you dislike most. Why?
8 What is your favourite game, book or movie?
9 What are your favourite foods?
10 What is/are your favourite restaurant(s)?
11 What is the name of your favourite music group or singer?
12 What TV show do you try not to miss?
13 What is your best experience in life?
14 What is your worst experience?
15 What is your future ambition? (What do you want to do in the future?)
16 How will you achieve your ambition?
ACTIVITY #17
Read the following passages of self introduction.
G ood morning, I would like to introduce myself. My name

is Utin Maryam and it is nice to meet you. I come from
Pangkalan Bun. I live in a small village that is close to Istana
Kuning. I am 18 years old. I am studying Tourism at vocational
high school and work in a travel agents at the weekends. I
have one brother and one sister. They are both older than
me. My sister is 25 years old and my brother is 21 years old.
They have both graduated from vocational high school in
Pangkalan Bun.
H i, my name is Nina and it is great to meet you all. I am

really excited to see so many people. I am 23 years old
and am an only child. I come from Palangka Raya, which is in
the East of Pangkalan Bun, not too far way away from here.
My mother is a teacher and my father works as a fisherman.
I graduated last year from teacher college in Palangka Raya
and I am unemployed at the moment. I want to move to
Pangkalan Bun to find work.
ACTIVITY #18
Complete the following passages of self introduction using your
own words or expressions that you have studied.
Part A
Hello, it is nice to see you all. I’m _____1_______. I come from ___2____ and
it is great to be here to meet you all in _____3_____. I am ______4____old.
I am married to my husband, ____5______ and have two children. One son
named ___6_____ who is 18 years old and one daughter called ______7_
who is ______8_____ old. I work in a _____9_____ and my husband is a
_____10_______. My son wants to study ________11_________ while my
daughter wants to become a ________12_________.
Part B
Good morning. It is pleasure to meet you all. Please let me ______1_______
myself to you. I am Weni and I _______2______ Palangka Raya. I was born in
Palangka Raya but _________3______ in Pangkalan Bun. I am 19 years old and
_______4_______ Pangkalan Bun to study at Vocational School. I will stay here
for one more year to ________5_________. I want to learn a lot. My family is
big. I have three brothers and one sister. I _______6______ and my sister, the
youngest is 11 years old. My father works as ____________7_________ and
my mother is a housewife. I want to learn English so I can get a good job.
I want to work as _______________8_________________.
ACTIVITY #19
Match the following jobs with the picture. Write the relevant
job above each picture.
1 Ticketing officer 8 Accountant

2 Guide 9 Driver
3 Tour leader 10 Co - Driver
4 Souvenir shopkeeper 11 Local guide
5 Entrance fee ticket officer 12 Marketing staff
6 Tour manager 13 Ticketing officer manager
7 Reservation manager 14 Telephone operator
a b
Sumber : http://www.maszaladventure.com Sumber : www.flickr.com
c d
Sumber : http://www.4medapproved.com Sumber : www.studipariwisata.com
e f
Sumber : www.tripangkor.com Sumber : https://www.uwplatt.edu
g h
Sumber : http://medicalbillmediation.com Sumber : cloudfront.net
i j
Sumber : www.behance.net Sumber: https://backcheckgroup.com
k l
Sumber: http://www.highlandheritagegoa.com Sumber : www.inlife.co.uk
m n
Sumber: www.saxion.edu Sumber : http://career.iresearchnet.com
ACTIVITY #20
Write the job description for each job above. (a) is given as an example.
a Guide b
A Guide works for a tourist destination.

His job is to transfer in and transfer out,
to lead travelers or tourists through
unknown or unfamiliar locations. He also ...
explains about attractions, objects and
heritage.
c d
... ...
e f
... ...
g h
... ...
i j
... ...
k l
... ...
m n
... ...
ACTIVITY #21
Describing game. Work in a group of four to describe job descriptions using
cards. The cards can be produced by photocopying the job titles in the
appendix (Unit 2 Activity 21) and cutting them into pieces. It is suggested
you use thick paper so that the cards can be kept for later use.
Rules:
a. Four or five students sit face to face in a group
b. The cards are put in piles. Each group is given a pile of cards.
b. The pile of cards is put on the table downward in front of the
group members.
c. One person describes a job and the other three students
guess the job being described.
d. Students take turns to describe the cards.
e. When a student guesses the job he will keep the card.
f. The winner is the student who has the most cards.
For example:
? This employee takes the reservations from customer, issues
tickets, handles telephone calls, takes payments, does airline
administration, etc. What is his job?
The Answer : Ticketing officer
d er
Tour lea Rese
rva
mana tion
ger
Souvenir
shopkeeper
ACTIVITY #22
In the previous learning activities there are some sentences as follows.
Study the sentences carefully.
1 I live in Pangkalan Bun.

2 I have one brother and one sister.
3 Do you know Helkes?
4 I don’t think we have met.  
5 A Guide works for a tourist destination.
When talking about habits that happen again and again or about facts that
stay the same for a long time, we use sentences THE SIMPLE PRESENT.
The verb is the simple form of verb.
SIMPLE PRESENT TENSE

Positive Negative Interrogative
I I I
You You You
We work. We do not work. Do We work?
They They They
He He He
She works. She does not work. Does She work?
It It It
Notes:
Spelling: Final -S Vs -Es
Rules
1. Final -s is added to most verbs.
e.g. visit > visits speak > speaks answer > answers
2. Final -s is simply added if the verbs end in -e.

e.g. like > likes come > comes see > sees
3. Final -es is added if the verbs ends in -ch, -sh, -s, -x or -z

e.g. catch > catches wash > washes fix > fixes
4. Final -es is added to do and go

e.g. do > does go > goes
5. If a verb ends in a consonant + -y, change -y into -i and add -es.

e.g. study > studies try > tries
6. If a verb ends in a vowel + -y, add -s into the verb

e.g. pay > pays buy > buys
The simple present tense is used to talk about physical activities as well as
intellectual activities that denote :
1. A current activity
a. Does your father work in a travel agent?
b. Nina likes travelling around Indonesia.
c. I do not have a job yet.
2. A habitual or repeated activity

a. He works six days a week from Monday to Saturday.
b. Do you take a motorcycle to go to school ?
c. She does not go to Tanjung Puting every month.
3. An event in timetable,schedule,or program

a. I have a tour tomorrow at 08.00 a.m
b. Our plane does not fly to Palangka Raya.
c. What time does the travel agent open ?
ACTIVITY #23
Choose the relevant verbs for the following sentences.
Underline the correct verb.
1 A guide_________information about the tour. ( give, gives, giving)

2 Mitha _______the competency to work as a tour leader. ( have, has, had)
3 Does Arthur _______ English well? (speak, speaks, speaking)
4 Rambang _______ not like western food. (do, does, did)
5 They _____ in Pangkalan Bun. (live, lives, living)
6 More people ______ to Tanjung Puting National Park on weekends.
(come, comes,came)
7 They usually _______ with their family. (travel, travels, travelling)
8 _____ you like to go to Kubu Beach? (Do, Does, Are)
9 Remu and Andy ____ spend much money on holiday. (don’t, doesn’t, didn’t)
10 A driver _______ tourists to have a tour. (help, helps, helping)
REFLECTION UNIT 2
At the end of this chapter, ask yourself the following questions to know
how effective your learning process is.
1. Have you been able to understand how to

introduce yourself to other people?
2. Do you know how to introduce guests to a
supervisor or a manager?
3. Can you introduce a guest to another guest?
If your answer is ‘no’ to one of these questions, read this chapter and
do the activities again. Don’t hesitate to see your teacher or classmates
and discuss with them how you can understand better and be able to
introduce yourself and another guest to other people.
“The Only thing that
stands between you
and your dream is
the will to try and the
belief that it is actually
possible”
- Joel Brown
Unit 2: Introduction
UNIT 3
TELEPHONING
Receptionist
Unit 3: Telephoning 69
LEARNING
OBJECTIVES:
a
Learners are able to receive a
telephone call.
b
Learners are able to take telephone
messages properly.
c
Learners are able to make a call using
the appropriate expressions.
Unit 3: Telephoning
ACTIVITY #1
Telephoning is an ability to transmit a message (recorded message,
radio or television programme, or other information) by telephone
using special transmitting and receiving equipment. Study the
following expressions for telephoning.
a. Receiving telephone calls

• Kecubung Hotel, Luluk speaking Can I help you?
• Swiss-Belinn In Hotel, may I help you?
• Jamrud Hotel, Luluk speaking. How may I assist you?
• Arsela Hotel, Ika speaking. How can I help you?
• Hello, Avilla Hotel, Ika’s speaking.
• Good morning/Good afternoon/Good evening Kecu-
bung Hotel, Luluk’s speaking
• Avilla Hotel, Ika speaking, how can I help you?
b. Making a call
• Good morning, this is Utin from the Kecubung Hotel.
• Good afternoon, this is Gusti from the Diana Hotel.
• Hello, it’s Saran from the Mahkota Hotel.
• May I speak to Mr. Said please?
• Please could I speak to Mrs. Duma?
• I’d like to speak to Mrs. Elfrida, please.
• Is Ms. Retno there?
• Can I speak to Ms. Retno please?
c. Purposes for calling
• May I speak to Ms. Arda, the FO Manager, please
• Could I talk to …
• I wonder if Mr. Raji is in this morning?
• I am calling about my reservation.
• I’m calling to…
• Could you tell me…
• I was wondering if you could tell me…
• Can you tell me…
• I was wondering if you could help me, I have a problem with my room.
• I need bath towels.
• I just wanted to ask…
d. Making small talk

• Good morning Ms. Alba. How are you?
• It’s nice to hear from you.
• How are things?
• How did you get on with…?
• How are you getting on with…?
• How was the…
• How are you getting on with…?
72 Unit 3: Telephoning
Formal Informal
• ‘Hello’
• ‘Hello’ • ‘Hello’
• ‘Good Morning’ • ‘Hi, it’s ___ here’
• ‘Good Afternoon’ • ‘I am trying to get in touch with ___’
• ‘This is ___ speaking’ • ‘Is ___ there please?’
• ‘Could I speak to ___ please?’
• ‘I would like to speak to ___’
• ‘I’m trying to contact ___
e. Taking a message
Reception: Good Morning, Arsella Hotel. Can I help you?
Caller: I’d like to speak to Mr. Gusti, please
Reception: I’m sorry, he’s not in right now
Caller: uh, can I leave a message?
Reception: yes, certainly
Caller: My name’s Febrasius, that’s F-E-B-R-A-S-I-U-S, from
Palangkaraya. I know Mr. Gusti in this hotel, but he doesnt
know I/m in town too. I want to tell him I’m staying at the
Jamrud Khatulistiwa Hotel. But i’ll try and get in touch with
him.
Reception: what’s your room number at Jamrud Hotel, Mr. Febrasius?
Caller: 411 and I hope we can meet this evening at Arsella Hotel
because I’m leaving tomorrow
Reception: ok, Mr. Febrasius I’ll deliver your message to Mr. Gusti
Caller: thank you
Reception: you’re welcome Mr. Febrasius
f. Leaving a message
• Please tell Mr. Andi that…
• Please let Ms. Lidya that…
• I’m calling to say goodbye to …
• I’d like to re-arrange my snorkeling and diving schedule with …
• Please ask (him/her) to call me back.
• Please ask him her/him to contact me about….
• My telephone/mobile number is…
• I’d like to leave (him/her) a message.
g. Passing a message on
• I will tell him/her you called.
• I will pass that on to him/her.
• I will let him/her know.
• I’ll make sure he/she gets your message.
• Ok I’ll call back later.
• Ok I’ll try again tomorrow/later.
h. Asking for name

• Could you spell your name please?
• How do you spell that, please?
• I’m sorry I didn’t catch that.
• I’m sorry, could you repeat your name again please?
• I’m sorry, I can’t hear you, could you please speak up a little?
• Would you mind speaking a little slower?
• I’m sorry, I didn’t catch your name.
• Could you please repeat your name?
• What was the name of the company please?
• Can I just check your name? I’ll spell it.
i. Asking to wait and to call back
• When will he be back/available?
• When is a good time to call?
• I’m a little busy at the moment, would you mind calling me back later?
• I’m afraid I can’t talk right now, would you please call me back later?
• Could I call you back later? I’m a bit tied up right now.
• Wait a moment please.
• I’ll just put you on hold for a moment.
j. Connecting a caller
• Could you please put me through to Mr. Agus,
the Human Resources Manager?
• Could you please connect me with the FO Supervisor, Ms. Ayu?
• Just a moment, I’ll put you through.
• One moment please, I’ll connect you.
• I’m afraid the line is busy.
• I’m afraid his phone is engaged.
k. Ending the call

• Thank you for calling. • I hope to see you soon.
• Thanks for calling. • Take care, bye bye.
• Give my regards to… • Thank you for your time.
• Thank you very much for your help. • Cheers, bye.
• It was great to hear from you. • Good bye.
ACTIVITY #2
Work in pairs to read the following telephone dialogues.
Dialogue a
Good morning. Andika Hotel, Ika’s speaking.
Receptionist
Good morning. This is Luluk.

I would like to speak to Mr. Agus
Guest
Oh, sorry. Mr. Agus is not here yet.
Receptionist
Can you tell me when he will be in?
Guest
Probably around 10.00a.m.
Receptionist
Alright, I will call again later then. Thank you.
Guest
You’re welcome. Bye.
Receptionist
Bye.
Guest
Dialogue b
Good morning
Caller
Swissbell In Hotel, good morning can I help you?
Reservationist
Can I speak to Ms. Monica?
Caller
Please hold on. Let me see whether she has

arrived. Hello, Ms. Monica hasn’t arrived yet.
May I know who’s calling? Reservationist
Ika, her close friend from Surabaya
Caller
Is there any message for Ms. Monica?
Reservationist
No thanks. I’ll call again in the afternoon.
Caller
I’ll tell Ms. Monica that you’ve called

and will call back later.
Reservationist
OK. Thanks.
Caller
Dialogue c
Good morning. Welcome to the Kecubung Hotel.
Receptionist
Hi, good morning. I’d like to make a

reservation for the third weekend in
December. Do you still have vacant rooms? Client
Yes Ms. we have several rooms available for that

particular weekend. What is the exact date of
Receptionist your arrival?
The 24th of December.
Client
How long will you be staying?
Receptionist
I’ll be staying for two nights.
Client
How many people will that be for?
Receptionist
There will be two of us.
Client
Would you like a room with twin beds or

a double bed?
Receptionist
A double bed, please.
Client
Great. Would you prefer to have a room

with a sea view?
Receptionist
(continued)
If that type of room is available, I would love to

have an ocean view. What’s the rate for the room?
Client
Your room is nine hundred and fifty thousand rupiahs

per night. What name will the reservation be listed
Receptionist under?
Ika
Client
Could you spell your last name for me please?
Receptionist
Ika Sure. I for India, K for kilo, A for alfa
Client
And is there a phone number where you can be

contacted?
Receptionist
Yes, my cell phone number is 082152206200
Client
Alright Ms. Ika, your reservation has been made

for the twenty fourth of December for a room
Receptionist with a double bed and view of the sea. Check in
is at 2 o’clock. If you have any other questions,
please do not hesitate to call us.
Excellent, thank you so much.
Client
My pleasure. We’ll see you in December
Ms. Ika Have a nice day.
Receptionist
ACTIVITY #3
Work in pairs to practice the dialogues in Activity 2. Feel free to
change the name of the hotel, the name of the caller and receptionist,
and the date, etc.
ACTIVITY #4
In the following dialogues either the telephone operator’s, or caller’s
parts of the dialogues are missing. Complete the dialogue using the
following operator or caller parts.
... Dialogue a (Telephone operator’s parts)

a I am sorry. He has been on leave for two days.
b I do have it, but he has instructed not to give it to anyone.
c I’ll tell him. Anything else?
d Please tell me your phone number.
e Yes sir. What can I do for you?
Caller : Hello, is this the Borneo office?

Operator : ____________________________________________ (1)
Caller : Has Mr. Andy arrived?
Operator : ____________________________________________ (2)
Caller : I see. Do you have his mobile number with you?
Operator : ____________________________________________ (3)
Caller : Then I shouldn’t ask you. You give my mobile number to Mr. Andy.
Operator : ____________________________________________ (4)
Caller : Here it is. Ask him to contact me urgently.
Operator : ____________________________________________ (5)
Caller : No. Thanks
...
Dialogue b (Caller’s parts)
a Excellent, I’m sure my manager will be pleased to hear that.
b Great, I’d love to see this problem resolved as quickly as possible.
c No, that’s all. Thank you very much.
d Uhm... actually, this call is rather urgent. We spoke yesterday about
our coming event. Did he leave any information with you?
e Yes, this is Ms. Dania calling. May I speak to Mr. Agus, please?
Assistant M. : Hello, Zamrud Hotel, this is Ida speaking.

How may I help you?
Caller : ___________________________________________ (1)
Assistant M. : I’m afraid Mr. Budi is out of the office at the moment.
Would you like me to take a message?
Caller : ___________________________________________ (2)
Assistant M. : As a matter of fact, he did. He said that a representative
from your travel agent might be calling. He also asked me to
ask you a few questions.
Caller : ____________________________________________ (3)
Assistant M. : Your special request for the type of food and room facilities
have been resolved. We can provide them all.
Caller : ____________________________________________ (4)
Assistant M. : Oh great then. Anything else I can do for you?
Caller : ____________________________________________ (5)
Assistant M. : You’re welcome.
ACTIVITY #5
If you have completed Activity 4, read the dialogues in pairs. Then practice
dialogues with your partner. Feel free to change the name of the hotel, the
name of the caller and receptionist, and the date, etc.
ACTIVITY #6
Your will hear the following dialogues. Your teacher may read the dialogues
or play the CD. The dialogues have some information missing. Listen and
write the missing information in the dialogue.
... a. At the reception

Guest : Can I reserve a hotel room?
Reception : Certainly sir. What is ______1______, please?
Guest : My name is Luluk
Reception : It’s a pleasure to assist you. Please tell me when
______2_____the room, Mrs. Luluk
Guest : If my plans don’t change, I’ll need a room from
June 7th until June 10th.
Reception : Mrs. Luluk , ______3_____ are slightly higher than you
may have thought. Will that be okay?
Guest : Tell me how much it will be, and I can tell you if it’s okay.
Reception : It is IDR 1, 200,000 per night, ______4_____, of course.
Guest : IDR 1,200,00, That is quite a reasonable price.
Reception : Now, as for the room Mrs. ______5_____, smoking
or non-smoking?
Guest : Non-smoking, please.
Reception : Non-smoking. Does a single queen-size bed meet your
approval?
Guest : I have absolutely no ______6_____.
Reception : Queen, non-smoking. Okay, Mrs. Luluk your room is
reserved. Now if you’ll just give me your phone number.
Guest : Not a problem. The number is _______7______
Reception : Thank you for making a reservation with us. We look
forward to seeing you in June!
...
Dialogue b
Listen carefully to the dialogue of handling reservations. Fill in the
missing words or phrases as you listen to the dialogue.
Reservation : Good morning, Arsela Hotel reservations, Ika’s speaking,
how may I assist you?
Guest : Hello, good morning. I’d like to make a reservation for
the third weekend in December in your hotel.
Reservation : Excuse me Mam, ____1___ who is speaking?
Guest : I’m Luluk
Reservation : Could you spell your name please?
Guest : L-U-L-U-K
Reservation : Alright Mam, now I want to spell your name.
Your name is Luluk, L for Lima, U for Uniform, L for Lima,
U for Uniform, K for Kilo, Am I right Mam?
Guest : Yes, _____2____.
Reservation : May I know who the reservation is for Ms. Luluk?
Guest : The reservation is for me.
Reservation : Alright Ms. Luluk, may I know what type of room you need?
Guest : I need____3____. What is the rate of the room?
Reservation : Certainly Ms. Luluk. The room price is IDR 1. 250.000/night.
What is the exact date of your arrival Mam?
Guest : The 21st of December 20…
Reservation : How long will you be staying Ms. Luluk?
Guest : I’ll be staying ____4____.
Reservation : Your departure will be 24th of December 2016,
won’t it Mam?
Guest : Yes that’s right.
Reservation : How many people is the reservation for Ms. Luluk?
Guest : There will be _____5 ____.
Reservation : Wait a moment please, I would like to check the availability
of the room on that period.
Guest : Yes please.
Reservation : Thank you very much for waiting Ms. Luluk, we have
several suite
rooms available on that particular weekend.
Guest : Thanks.
Reservation : Is there a phone number where you _____6_____Ms. Luluk?
Guest : My phone number is 085349976288
Reservation : Can you tell me your e-mail address please?
Guest : My email address is ______7_____
Reservation : May I know your nationality Ms. Luluk?
Guest : I’m Indonesian.
Reservation : Can you tell me where _______8______ is?
(continued)
Guest : Pangkalan Bun, Kalimantan Tengah

Reservation : Thank you. Do you have any special requests that could be
prepared for your arrival here?
Guest : No, thanks.
Reservation : Well Ms. Luluk, for your reservation you _____9_____ for a
one night stay. I will email you our bank account number.
Guest : May I know what it is for?
Reservation : It is to _______10______ Ms. Luluk, because that period is
during high season, so we need a guarantee for your
reservation.
Guest : OK. I will send it soon.
Reservation : Alright Ms. Luluk, your reservation has been made for
______11________ for a suite room. Your phone number is
085349976288 and your e-mail address is lulukchoi@gmail.
com
Guest : Perfect.
Reservation : The check in time is at 2pm, and we will wait for your deposit
to
clear. And if you have any other questions, please
________12_________ us as soon as possible Ms. Luluk
Guest : Great, thank you.
Reservation : My pleasure Mam. We will see you in December Ms. Luluk.
Thank you and have a nice day.
ACTIVITY #7
If you have completed Activity 6, read the dialogues in pairs. Then practice
the dialogues with your partner again. Feel free to change the name of the
hotel, the name of the caller and receptionist, and the date, etc.
ACTIVITY #8
Study the following passage about telephone operators.
Telephone Operator
Hotel telephone operators are required to speak clearly,
distinctly, and with a friendly, courteous tone. They use
listening skills to put callers at ease and obtain accurate,
complete information. They answer incoming calls and
direct them to guest rooms through the telephone console,
or to hotel personnel or departments. They also take and
distribute messages for guests, provide information on guest
services, answer inquires about public hotel events, provide
a paging service for hotel guests and employees, and process
guest wake-up calls as.
Source: www.masterfile.com
Hello
Hotel telephone operators have the following duties
and responsibilities.
a to answer incoming calls.
b to direct calls to guest rooms, staff, or departments through
the switchboard or PBX system.
c to place outgoing calls.
d to receive guest messages and deliver them to the guests.
e to log all wake-up call requests and perform wake-up call services.
f to provide information about hotel services to guests.
g to understand the telephone operator board or PBX switchboard
operations.
h to provide paging services for hotel guests and employees.
i to know what action to take when an emergency call is required.
j to monitor automated systems including fire alarms and telephone
equipment when the engineering and maintenance department is
closed.
k to assist in reporting telephone equipment or service complaints and
problems.
l to train or assist with training new telephone operators in the
performance of their duties.
m to be fully aware of and adhere to health and safety, fire and bomb
threat procedures.
n multi tasking abilities will always come in handy, because a switchboard
operator may be asked to do other jobs as well
o to be polite and courteous while answering the phone.
p to open and close telephone functionality on the hotel front office
software.
q to keep records of calls placed and received by all departments and
record the call charges.
r to setup conference calls in different locations and time zones.
s to update directory information on the front office software.
t to provide a relay service for hearing-impaired guests.
u to follow telephone etiquette.
Requirements
Hotel telephone operators need to be high school graduate
or equivalent. They must be able . to speak, read, write, and
understand the primary language used in the workplace.
They must also be able to speak and understand the primary
language used by guests who visit the hotel. They need
to have previous hotel-related experience and preferably
knowledge of centralised telephone systems, skills in the
operation of telephone equipment, skills in dealing with
the public diplomatically in stressful situations, knowledge
of personal computers, . and understand methods used to
update databases.
Adapted from Setupmyhotel (2016)
ACTIVITY #9
Answer the following questions
1 How does the hotel telephone operator receive the call?

2 What are the main duties of a hotel telephone operator?
3 What kind of service does the hotel telephone operator take and
distribute?
4 Should the hotel telephone operator have multi tasking abilities? Why?
5 What are the requirements to be a hotel telephone operator?
Please explain.
ACTIVITY #10
Read the following tips on telephone etiquette. Fill in the blanks
with the relevant expressions below
(....) don’t want to (....) who’s speaking

(....) regularly (....) will be
(....) sending (....) will improve
(....) talk to (....) will pass
(....) when talking and texting (....) you’re trying
10 “Do’s & Don’ts” of Telephone Etiquette

Telephone etiquette doesn’t mean being stiff and overly formal on the phone,
and it isn’t just for talking to your grandmother or impressing a potential
client. Using basic courtesy and good manners ______1______helps set a
positive tone for a conversation and can help you avoid confusing, frustrating,
or even embarrassing situations.
1. Taking Calls
DO greet the caller pleasantly and identify yourself when you
answer the phone. In a business setting, say “Good morning” or
“Good afternoon,” then name your company or department and
say______2______. On a personal phone, say “Hello” and give your
name. Don’t answer in a brisk or hurried tone or with “Yes” or “Yeah.”
People ______3______feel like their call is unwelcome.
2. Making Calls
DO identify yourself clearly and politely ask for the person
______4______to reach or briefly state your reason for calling. Take
a few moments before you place the call to determine what you’re
going to say. Being clear and concise up front will save time and reduce
confusion. DON’T demand to ______5______ someone or launch into a
request or complaint without first saying hello and identifying yourself.
The recipient of your call ______6______ much happier to help you if
you make a good first impression.
3. Using Your Voice
DO speak in a friendly, pleasant voice with moderate volume. Smiling
while you’re talking, regardless of whether anyone is looking at you,
______7______ your tone of voice. DON’T use an inappropriate volume.
A voice that’s too loud can sound aggressive, while an overly quiet voice
can be very difficult to understand. If you have difficulty controlling
the volume of your voice, try moving the receiver a little distance away
from your ear and listen to yourself talk for a few moments. Adjust your
volume as needed.
Source: fishbowl.pastiche.org
4. Watch Your Language

DO use polite, professional language, speaking to your conversation
partner the way you would hope to be spoken to. If you’re on a
professional call, keep your conversation partner informed of what’s
going on at your end. DON’T use abrupt phrases or issue orders to your
conversation partner, such as “Hang on” or “Who’s calling?” If you’re on
a professional or business call, avoid using slang.
5. Call Interrupted
DO apologise if you’re interrupted during a call and ask your
conversation partner’s permission before placing him on hold. Check
back in on him ______8______ while he’s on hold. DON’T talk in a
distracting environment, try to multitask while you talk, or carry on in-
person conversations while you’re on the phone.
Source: blog.smallbizthoughts.com
6. Time to Say Goodbye

DO wind down the conversation courteously by using closing and past
tense phrases, such as “Thanks for calling” and “I’m glad we were able
to talk today.” End the call by clearly saying goodbye. DON’T stop the
conversation abruptly or impatiently. Avoid ambiguous or slang closing
phrases like “OK, see ya” or “Toodles” that might make your partner
uncertain about whether the call is ending.
7. Taking Messages
DO sound friendly and accommodating, letting the caller know you’re
writing her message down and ______9______ it on to the person
she’s trying to reach as soon as possible. If you need more information
from the caller, ask for it politely and not in a prying way. DON’T be
impatient or short with the caller. If she suspects her message won’t
be forwarded, she may be uneasy. Don’t be nosey by asking for more
information than you need, or the caller wants to give.
8. Leaving Messages
DO speak clearly and slowly, leaving your name and complete number
both at the beginning and the end of the message and briefly stating
what you’re calling about. DON’T ramble on or go into too much detail
in a message, and don’t assume that the caller remembers your last
name or can get your number from the phone’s display.
9. Using Cellphones
DO speak in a soft voice in public places and be mindful of your
language and subject matter. If you think you might disrupt those
around you, move to a different location or don’t take the call. DON’T
answer your phone or let it ring in a theater, library or meeting, or at
a table in a restaurant. Never talk on the phone or text while you’re
driving.
Source: www.textweapon.com
10. Texting Tips

DO identify yourself in text messages and be clear and concise. Be
mindful of whether your recipient has a texting plan (so you can avoid
sending too many messages) and whether he is familiar with common
text speak. DON’T text anywhere where a phone call would not be
appropriate, and don’t text while you’re having a conversation or
should have your attention elsewhere. Avoid ______10______ serious
or sad news by text message.
Demand Media (2016)
ACTIVITY #11
Complete the questions and select the correct answer
for each response. One or more words may be missing.
1 May I ask ________________ calling, please?

A. Ms. Sugeng, please.
B. I’ll call tomorrow.
C. This is Mardi.
2 I’m sorry, but she’s out to ___________ right now.

A. Okay. I’ll call her right now.
B. I’ll call her after lunch.
C. Okay. Lunch time is fine.
3 Could I have your ____________________?

A. Yes. It’s 082152206200.
B. My name’s Ika.
C. My area code is 74111.
4 ___________________________________ message?
A. No. I’ll call later.
B. Yes. Go ahead.
C. Yes. Please give him the message.
5 Could ________________________________________ please?

A. I work for Ihat.
B. It`s spelled …
C. That’s correct.
6 _____________________________________________________?
A. Here’s the message.
B. No. I’ll call later.
C. Thank you.
7 _____________________________________________________?
A. Okay. Then, I’ll meet him now.
B. Do you know when it’ll be over?
C. Sorry. I can’t meet him now.
8 _____________________________________________________?
A. I’ll call him Thursday morning.
B. Alright. Please tell him Jeff called.
C. Have him call me on Friday at 11.00.
9 _____________________________________________________?
A. Next Wednesday would be fine.
B. Sorry. I’m busy on Tuesday at 13:00.
C. Sure. No problem.
10. _____________________________________________________?
10
A. Yes. I’ll call her later.
B. No. Just tell her I called.
C. Yes. Tomorrow is fine
ACTIVITY #12
Read the passage 8 Telephone Etiquette Tips adopted
from Advanced Etiquette (2016).
8 Telephone Etiquette Tips

Whether at work, at home, or on your mobile phone, here are 8 solid
telephone etiquette tips everyone should be displaying at all times.
1. Always identify yourself at the beginning of all calls.

a. When in the office, always answer the telephone by saying:
“Hello/ Good Morning, Accounting Department, Eko speaking.”
b. From a cell phone, either simply say Hello, or state your name,
Hello, Eko here. Do not answer by using words such as “yeah” or
“yes.”
c. When placing a call, always state your name along with the name
of the person you are calling. Example: “Hello, my name is Luluk
from SMKN 1 Pangkalan Bun. May I please speak with Ms. Ika?”
2. Be sensitive to the tone of your voice. Do not sound overly

anxious, aggressive or pushy. It is important your tone conveys
authority and confidence. Do not lean back in your chair when
speaking on the telephone.
Tip: Sit up in your chair or stand during the conversation. When at
home, use a personal tape recorder to privately record your own
conversations. You will then hear how your sound to others.
3. Think through exactly what you plan to say and discuss BEFORE
you place a call.
Tip: Jot down the items you want to discuss and questions you
want answered. In other words, anticipate and expect you will be
placed into a voicemail system; plan your message to be as direct
and specific as possible, asking the person to respond to specific
alternatives or questions. Do not say, “Hello, it’s Luluk, call me back.”
At least state the subject about which you want the person to call
you back about.
4. Do not allow interruptions to occur during conversations.

Do not carry on side conversations with other people around you.
The person on the telephone takes precedence over someone who
happens to walk in your office or passes by while you are on the
phone.
Tip: If you must interrupt the conversation, say to the person,
“Please excuse me for a moment I’ll be right back.” And when you
return, say, “Thank you for holding.”
5. Especially when leaving messages, speak clearly and slowly. Do

not use broken phrases, slang or idioms. Always, always leave your
return telephone number as part of your message, including the area
code, and speak S-L-O-W-L-Y. Include REPEATING your telephone
number at the end of your message.
Tip: Practice leaving your number by saying it aloud to yourself as
slow as you have heard operator say it.
6. Build the habit of always turning off your cell phone ringer when
entering a meeting, restaurant, theater, training class, or other
place. These are places where the purpose of your call would be
interrupted, or others would be disturbed by hearing your cell phone
ring.
Tip: If you are expecting an important call, inform the caller you will
be in a meeting during certain times and state that you will monitor
your message indicator so when it illuminates you can excuse
yourself and return the call.
7. Always speak into the telephone receiver with an even and
low tone of voice. Especially when speaking on a cell phone out in
public, be sure to monitor how loud you may be.
Tip: Move the phone ear piece just slightly away from your ear and
listen to yourself speaking. Discover whether you are speaking too
loudly or too quietly for the other person to hear you.
8. Do not allow yourself to be distracted by other activities while

speaking on the telephone, such as rustling papers, chewing and
eating, working on the computer, or speaking with someone else.
Most importantly, do not use a hand held cell phone while driving.
Get a headset or speaker phone for the car.
Tip: Always treat every caller with the utmost courtesy and respect
by giving him/her your undivided attention.
ACTIVITY #13
Imperative Sentences. An imperative sentence is a type of sentence
that gives advice or instructions, or that expresses a request
or command. An imperative sentence typically begins with the
base form of a verb. We use imperatives to tell someone to do
something, or to give instructions, orders, warnings, directions, etc.
a. Positive Imperatives
To make a positive imperative, we must use the base form of the
verbs such as read, listen, put, run, walk, move, eat. We don’t add
“to, -s, -ing, -ed” to the verbs.
For examples:
• Hide your camera when you’re looking at orangutan feeding
• Dispose garbages in the trash bin
• Ask the employee or tour guide to accompany
• Follow your guide instruction
• Take your shoes off when you will enter in the museum of orangutan
b.Negative Imperatives
To make a negative imperative, put “do not” or “don’t” before
the verb. Do not + the base form of the verb.
For examples:
• Don’t eat and drink in front of the orangutan
• Don’t swim in the river
• Don’t make noise in this area
• Don’t throw garbages
• Don’t make unnecessary fire
• Don’t disturb animals and plants
• Don’t bring weapon
• Don’t come near to orangutan without a guide
ACTIVITY #14
Find the imperative sentences in Activity 12 and analyse whether they are
the positive imperative or negative imperative.
ACTIVITY #15
Write 10 imperative sentences in positive and negative forms.
Write 5 positives 5 negatives.
ACTIVITY #16
Read the following passage about Top 10 Telephone Skills adapted from
Cathywarschaw (2016)
Top 10 Telephone Skills

Great telephone skills are the building blocks of every business and it is easy
to see why. Many of the important experiences that your existing, new, and
potential customers are having are based upon the level of customer service
they are receiving from your employees while on the phone. Employees that
can use their telephone skills to effectively deliver excellent service will grow
and maintain a thriving business.
There are many tips and techniques available on the market to help your
employees build great telephone skills, however, there are only 10 that
can truly deliver. The following Top 10 skills have been gathered from the
Telephone Training Program, an award winning resource that is entertaining
and simple for any business to use.
The Top 10 Telephone Skills are:
1. Telephone Responsibility - It is important to identify and clarify whose

role it is to answer the phone to avoid confusion and chaos.
2. The Greeting - It is much more than a “hello” or “good morning.” Use

your greeting to warmly welcome existing and potential customers to
your business.
3. Telephone Etiquette - It’s not so much “what you say,” but “how you say
it,” that truly matters to your customers - continue to provide important
information but focus on the delivery.
4. Scheduling Appointments - Make sure your employees know how to

schedule those appointments - don’t take it for granted that they already
know.
5. Placing Callers on Hold - Establish a customer - friendly manner to place

callers on hold without offending the customer.
6. Transferring Calls - Don’t leave the caller hanging, let him or her know
when and why you are transferring their call to another employee.
7. Leaving and Taking Messages - Identify what an appropriate message

is to leave for a customer, as well as how to gather all the necessary
information when taking a message for other employees.
8. Handling the Unhappy Caller - It is important that employees keep

their own cool when talking with an unhappy caller and work towards a
mutually acceptable answer to the caller’s concern.
9. Handling Tough Questions - Recognise how much information is okay to

provide and when it is time to seek the assistance of a more seasoned
employee.
10. Personal Calls - There really is no time that is acceptable for employees
to make and receive personal calls. This behavior communicates to the
customer that their time is more valuable than the customer’s - a big
put-off!
You can provide your employees with these necessary phone skills in your
employee manual and through hands-on instruction. Consider adding a
web-based front office and/or telephone training program to supplement
your own training. This will ensure that you cover all bases and give your
employees the best foundation possible.
In short, do not ignore the significance of an employee that possesses great

telephone training. Review the Top 10 skills with your employees on a regular
basis and train a new employee as a part of their employee orientation. Your
business will continue to thrive with every ring of the telephone.
Adapted from Cathywarschaw (2016)
ACTIVITY #17
Study the following sentences from the passage above.
a. Sentences starting with ‘It’.

• It is easy to see why
• It is important to identify and clarify whose role.
• It is to answer the phone to avoid confusion and chaos.
• It is much more than a “hello” or “good morning
• It’s not so much “what you say,”
• It is important that employees keep their own cool when talking with an
unhappy caller
• It is time to seek the assistance of a more seasoned employee.
b. Sentences starting with ‘There’.

There really is no time that is acceptable for employees to make and receive
personal calls.
There are many tips and techniques to help your employees build great
telephone skills.
In many kinds of English sentences, you will find the word “it” or the word
“there” in the subject position. These are usually “impersonal” sentences —
sentences where there is no natural subject. This introduction will help you
to understand when to use “it” and when to use “there”. Study the following
example

1. Impersonal “it”
When to use it Examples
It’s cold if the weather is windy and rainy.

Talking about It was sunny when I was on Kubu beach.
>
something It is easy to say that you love snorkeling and diving.
It is important to identify and clarify whose role.
What is it?
Identifying It’s an apple.
> What bird singing on the tree is it?
something
It’s my car is black.
What time is it?

Talking about time It’s nine o’clock
>
Whose anniversay is it today?
It’s Budi’s birthday today.
Talking about How far is it from Kubu beach to Tanjung Keluang?

It’s about…kilometers. It takes about….hours to go by boat.
distance >
How far is it to the post office from your house?
It is... kilometer from my house.

2. Impersonal “there”
Impersonal “there” is used to say that something exists in a particular place
> There is a book on the table.

> There is a Swisscontact office in Pangkalan Bun.
Singular
> There really is no time that is acceptable for
employees to make and receive personal calls.
> There are three men in the car.

> There is much water.
Plural
> There are many tips and techniques to help your
employees build great telephone skills.
ACTIVITY #18
Complete the following sentences.
1 It is possible to_____________________________________________
2 It is interesting _____________________________________________
3 It is important ______________________________________________
4 It is essential _______________________________________________
5 It is always ________________________________________________
6 There are _________________________________________________
7 There is ___________________________________________________
8 There is much ______________________________________________

9 There are _________________________________________________
10 There are many ____________________________________________

ACTIVITY #19
Telephoning game
Step 1:
The class is divided into six teams (A and B). Each group consists of five
students and receives a copy of a role play card.The students in each group
work out phrases which they could use in the telephone conversation
indicated on the role play card.
Step 2:
One person/two students from each group act out the telephone
conversation in front of the group. Up to six pairs give their versions as well.
This game is repeated with different role play cards.
You are a telephone operator.

A. You receive a telephone call and the caller wants to
speak to the manager but he is out at the moment.
You are a telephone operator.

B. There is a telephone call from a customer. She
wants to ask for confirmation about the beverage and
music facilities for the birthday event.

You are a customer.
A. You left your wallet in the room. You ask a hotel
employee to find it and keep it. You explain what
the wallet is like and the contents. You will collect it
tonight.
You are a customer.

B. You lost your watch in bathroom before going out
of the hotel. You explain what the watch is like. You
ask the hotel employee to find it.
You are a receptionist.

A. A senior guest in his room fell down in the
bathroom. He has sprained his ankle and it is difficult
to walk.
You are a .......

B. Your guest bathroom is flooded. The tap gets stuck
and the water is running. Cockroaches are swimming
there.

REFLECTION UNIT 3
At the end of this chapter, ask yourself the following questions to know how
effective your learning process is.
1. Have you been able to use appropriate expressions

for receiving telephone calls?
2. Do you know how to ask the purposes for calling?
3. Can you make a call and end it properly?
If your answer is ‘no’ to one of these questions, see your teacher and discuss with
him/her on how you can understand better and be able to use the expressions for
telephoning. You can also read this chapter and do the activities again.

“The only way to do
great work is to love
what you do. If you
haven’t found it yet,
keep looking”
- Steve Job

UNIT 6
REFERENCES
AND GLOSSARY
REFERENCES
Advanced Etiquette (2016) 8 Telephone Etiquette Tips, retrieved 29 March
2016 from http://www.advancedetiquette.com/2012/01/8-telephone-
etiquette-tips/
Agoda (2016) Grand Kecubung Hotel, retrieved 29 May 2016 from http://
www.agoda.com/id-id/grand-kecubung-hotel/hotel/pangkalan-bun-id.html
Carmelita (2016) Greetings, Trusted Translations, Inc. from http://translation-

blog.trustedtranslations.com/greetings-2013-07-15.html
Demand Media (2016) 10 “Do’s & Don’ts” of Telephone Etiquette, retrieved

1 March 2016 from http://classroom.synonym.com/10-dos-donts-telephone-
etiquette-8457.html
Djuharie, Otong Setiawan, 2010. Bahasa Inggris untuk SMK kelas 1. Yrama
Widya:Bandung
English for students (n.d.) Telephone Conversations, retrieved 29 February

2016 from http://www.english-for-students.com/Telephone-Conversations.
html
English Club (n.d.) English for Taxi Drivers, retrieved 10 May 2016 from
https://www.englishclub.com/english-for-work/taxi-drivers.htm
References and Glossary 107

Josh (n.d.) Why Greetings Are Important from http://reallifeglobal.com/23
-different-ways-greet-someone-english/
Leo, Sutanto (2011) English for Professional Waiters, 5th Print, Jakarta,
Gramedia
Leo, Sutanto (2010) English for Professional Accommodation Services, 3rd

Print, Jakarta, Gramedia
Leo, Sutanto (2013) English for Hotel Supervisory and Managerial

Communication, Bandung: Dian Cipta
Leo, Sutanto (2007) English for Leisure Time Speaking, 2007, Jakarta:
Gramedia
Leo, Sutanto (2006) Publishing Your Teaching Materials, Jurnal Pariwisata Vol.
5 No. 5 Des 2006
Leo, Sutanto (2013) A Challenging Book to Practice Teaching in English (2013).

Yogya: AndiOffset
Leo, Sutanto (2016) English for Professional Tour Guiding Services, Jakarta:
Gramedia
Kalimantan Specialist Tour (2015) Tanjung Puting National Park 3 Days

retrieved 8 May 2016 from http://www.kalimantan-specialisttour.com/tour2-
tanjung-puting-national-park-3-days.html
OfficeSkils (n.d) Telephone Etiquette, retrieved 8 May 2016 from

http://officeskills.org/telephone_etiquette.html
Rong-chang ESL (2016) Buying a Plane Ticket from http://www.eslfast.com/

robot/topics/travel/travel04.htm
Rong-chang ESL (2016) Making a Plane Reservation from http://www.eslfast.

com/robot/topics/travel/travel02.htm
108 References and Glossary

Rong-chang ESL (2016).Calling to Get a Reservation, retrieved 20 February
2016 from http://www.eslfast.com/robot/topics/hotel/hotel01.htm
Setupmyhotel (2016) Telephone Operator Jab Descriptions, retrieved 22

February 2016 from http://setupmyhotel.com/job-description-for-hotels/
front-office.html
Siti (2015) Siti (2015) Siti (2015) http://www.tanjung-puting.com/tanjung-

puting-orangutan-klotok-boat-tours-independent-tour-guides/
Streetdirectory (2016) Top 10 Telephone Skills, retrieved 20 February 2016

from http://www.streetdirectory.com/travel_guide/18775/corporate_matters/
top_10_telephone_skills.html
Tolingo GmbH (2016) Business-English, retrieved 10 February 2016 from

https://www.tolingo.com/sites/en/service/business-english/telephoning-5
Woodward Ltda (2016) Hotel Dialogues, retrieved 22 February 2016 from

http://www.vocabulary.cl/Lists/Hotel-Dialogues.htm

GLOSSARY
A abrupt mendadak
absolutely benar
adhere mengikuti, menempel
adjust menyesuaikan
anxious gelisah
appoinment penunjukan
appropriate tepat, sesuai
approval persetujuan
arrival date tanggal kedatangan
assist membantu
assistance bantuan
attraction atraksi
availability tersedianya
aware sadar
B behavior tingkah laku
brisk cepat
C capture with camera pengambilan gambar menggunakan kamera
certainly pasti
charged dikenakan biaya
check in masuk (registrasi masuk )
check out keluar ( registrasi keluar)
cheers tepuk tangan
chewing mengunyah
clerk petugas reservasi
closeness dekat
concise ringkas
confusion kebingungan
console menghibur
contact kontak
countries negara
courteous sopan
courtesy kesopanan
courts keraton
culture kebudayaan
custom kebiasaan

D departure date tanggal keberangkatan
departure keberangkatan
depending on tergantung pada
determine menentukan
differs membedakan
disrupt mengganggu
diving penyelaman
dock dermaga
double bed matras untuk dua orang
E emergency keadaan darurat
employees karyawan
engaged sedang digunakan/ dipakai
engineering teknik
entrance fee ticket officer pegawai ticket masuk
estuary muara
eta/estimed time arrival perkiraan waktu kedatangan
etd/estimed time departure perkiraan waktu keberangkatan
etiquett etiket/tatacara
expect mengharapkan
extra bed tambahan matras
F familiarise membiasakan
feeding camp camp tempat pemberian makan
foreign tourist wisatawan asing
full name nama lengkap
fully booked sudah penuh
G gestures berbicara dengan isyarat
graduate lulus
guarantee menjamin
H handshake berjabatan tangan
handy berguna
happiness kebahagiaan
harbour pelabuhan
heritage warisan budaya
hesitate ragu-ragu
history sejarah
hold on tahan
hopefully penuh harapan

how do you do ungkapan perkenalan pada saat pertama kali
bertemu seseorang
I ignore mengabaikan
individual/company peorangan/ perusahaan
insight pandangan
instructed menginstruksikan
introduce memperkenalkan
involve terlibat, melibatkan
issue isu/pokok
L length of stay lama tinggal
M maintenance pemeliharaan
means of transport jenis transportasi
method of payment cara pembayaran
N nice to meet you senang berkenalan dengan anda
nickname nama panggilan
nosey yg ingin tahu
O obtain memperoleh
occupy terisi
on board naik ke atas/ ke dalam
origin asli
P particular tertentu
pleasant senang
port pelabuhan
precedence hak lebih tinggi
primary utama
probably mungkin
properous makmur
provide menyediakan
provide menyediakan
R re-arrange mengatur kembali
reasonable masuk akal
recorded tercatat
regardless tanpa memperhatikan
regards salam
relationship berhubungan dengan
representative wakil
requires membutuhkan
reservation reservasi

resolved terselesaikan
respect hormat
rush hour jam sibuk
S safety aman
safety precaution tindakan keselamatan
scenary pemandangan
seasoned berpengalaman
several rooms beberapa kamar
slightly sedikit
snorkeling salah satu olahraga air yang menggunakan alat
snorkel
soft tracking perjalanan pendek
source sumber
souvenir shopkeeper penjual cindera mata
special reguest permintaan khusus
stranger orang asing
suggest menyarankan
swing berayun
T ticketing officer pegawai travel agent bagian penjualan ticket
tied up terikat
timetable jadwal
tour itinerary jadwal perjalanan tour
tourist destination tujuan wisata
tracking penjelajahan
traffic light macet
train station terminal ketera api
transmit mengirimkan
tricky sulit
trunk batang pohon
trust kepercayaan, percaya
twin bed kamar dengan dua tempat tidur (kembar)
U usual biasa
V vacancies ketersedian, kosong (kamar)
various macam, jenis
W waving hand melambaikan tangan
weapon senjata
wildlife satwa – satwa liar
world dunia

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For first year senior high school

Tour & Travel

All rights reserved. No part of this publication may be copied or reproduced

Marwiyanti Alba, S.Pd.

Lecturers of Bandung Tourism Institute

Team of Vocational Education and Training Swisscontact WISATA II:

Graphic and Layout

Pariwisata Indonesia adalah pariwisata yang berbasis budaya dengan

Dalam upaya mewujudkan pariwisata berkelanjutan tersebut wajib

Merespon perkembangan tersebut penerapan penguasaan Bahasa

Semoga melalui langkah mulia ini SMK Pariwisata mampu

Palangkaraya, 27 februari 2017

Drs.H.Nurul Edy, M.Si

REFERENCES AND GLOSSARY

• Good morning • Have a nice stay.

1 What do you know about greeting?

a. tourist at the airport

Good morning Sir. Are you Mr. Ihat?

Welcome to Pangkalan Bun.

Yes, of course, please.

Would you come this way. This is our

Ok. Thank you.

b. group of tourists at the airport

Good afternoon everyone.

Tour guide Good afternoon.

I am Gusti Mardada. On behalf of Batu Aji Tours,

Now please get on the bus and watch your step.

Hello everyone. My name is Sius. On behalf of

Yes, we are here

Mr. Ibram, is Mr. Ibram here?

I think Mr. Ibram is still in the toilet.

Good, please get on the bus Mr. Ibram.

Yes, we are all here.

Thank you. The bus ride to your hotel will take

Secondly, please realise that it is against the

a. guest arriving at the hotel

Good afternoon sir. Welcome to the Swiss Bellin Hotel.

Good afternoon, thank you.

Let me help you with your baggage Sir.

Please go to the receptionist

Good afternoon Madam.

Good afternoon, thank you.

What room are you in please?

307, please help yourself to lunch.

Oh lovely, thank you.

Good afternoon Sir. What can I do for you?

Good afternoon. I would like to check in please..

Yes, of course Sir. May I know your name please?

Can you spell your name please?

F for Foxstrot, R for Romeo, A for

Oh. Mr. Frank. Please can you wait a moment.

Good afternoon Sir. Are you Mr.Gusti?

Good afternoon, yes I am.

Welcome to Pangkalan Bun. May I put

Yes, of course, please do.

Please get in the car Mr. Gusti.

Ok. Thank you.

Good afternoon Mr.Salundik.

Good afternoon Mr. Said. It was

I went to Pasir Panjang village

Oh, no wonder you look very fresh today.

Yes Sir. Have a good day.

Hi Sarah, how have you been?

What a surprise! I haven’t seen you for ages.

d. It’s been nice talking to  you.

h. You end a talk with a  friend.