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10. Team shift: four booking calls at the same time
Make four teams. Everyone speaks; nobody waits for a long individual interview.
| Role | Job |
|---|---|
| 𧳠Guest | explain who you are and what you need |
| ποΈ Receptionist | ask two questions and offer one room |
| π¬ Language coach | give one useful phrase when the team gets stuck |
| π Observer | listen for a polite question, a room and a reason |
Guest cards
| Team | Private information |
|---|---|
| 1 π | two friends; separate beds; one guest is a light sleeper |
| 2 π¨βπ©βπ§ | parents with a toddler; need a cot; want space for a stroller |
| 3 βΏ | wheelchair user; wide doorway; accessible bathroom |
| 4 πΌ | business traveller; desk; quiet room; reliable Wi-Fi |
Round 1: 3 minutes. Round 2: change roles and use a new guest card.
11. Surprise cards: stay professional
Each team gets one surprise. The receptionist must respond without ending the conversation.
| Surprise | Useful response |
|---|---|
| The guest speaks too fast. | Could you repeat that more slowly, please? |
| The guest's meaning is unclear. | Do you mean ...? |
| The best room is not available. | I can offer you a suitable alternative. |
| The guest asks for a feature you are unsure about. | Let me check that for you. |
Challenge: say the response, then add one helpful question.
12. One-minute service note
The observer completes only four lines. No long form.
| Guest | ________________________ |
|---|---|
| Main need | ________________________ |
| Room | ________________________ |
| Why suitable | ________________________ |
Observer check: polite opening β two questions β suitable room β reason β