Student Outcome
  • -Able to read and write basic messages.

Writing Basic Messages

Click on the Play button to start the introduction video.

Video Platform Video Management Video Solutions Video Player
  • Show Me!

  • Show Me!

    Taking Messages

    Click on the Play button to start the video.

    Click to read a summary of the video

    Messages can be communicated:

    • face-to-face.
    • by phone.
    • by email.
    • by SMS.

    Each establishment has its own procedures to handle messages.

    With all message taking it is important to take the correct information and relay it to right person.

    The key points are:

    • Talk or reply in a polite, professional manner.
    • Record whom the message is from.
    • Information in message must be clear.
    • On phone - verify that information taken is correct.
    • Get return contact details - phone number, email address.
    • Time and date the message is taken.
    • Forward message to appropriate person.
    • Confirm they receive the message.
    • Write your name to identify who the message was taken by.

    Messages may be taken from guests, other staff or suppliers. They should all be treated with the same importance.

  • Show Me!

    Taking a Booking

    Click on the Play button to start the video.

    Click to read a summary of the video

    A booking is a special type of message.

    You will need to be professional, organised, and know:

    • if a room is available.
    • what extra services there are.
    • the rates for the rooms.
    • how the person is paying.

    Phone Calls

    • Answer the phone promptly.
    • Greet the caller.
    • Sound friendly and welcoming.
    • Write down the caller's name and repeat it back.
    • Main points
      • How many?
      • Dates?
      • Type of rooms?
      • Vacancies?
    • Clarify points with the caller.
    • Always be polite and professional.

    Emails and Faxes

    • Extract the main points as for phone calls.
    • Send a reply to confirm you have received email or fax.
    • Request clarification in your reply.
    • Confirm that a reservation can be made.
    • Always reply even if booked out.

    Reservations show:

    • Name of guest or guests.
    • Contact details.
    • How many?
    • Room type.
    • Room rate.
    • Dates of arrival and departure.
    • Date of reservation made.
    • Who made it.
    • Special needs or requests.
    • Mode of payment.
    • Credit card details.
  • Say It

    There are 2 parts in this section.

    1. The Glossary

    The glossary lists the more difficult words related to the topic in alphabetical order. The glossary also gives the meaning for each word.

    2. Look, Cover, Write, Check!

    This activity gives you practice at remembering and writing the words from the glossary.

  • The Glossary

  • Do It: Basic Messages

    Jump to Activities
  • Do It: Recording Telephone Bookings

  • Do It: Recording Room Service Phone Messages

  • Do It: Responding to Email Enquiries

  • Do It: Telephone Message from Supplier

Check It

Check It Quiz

Click on Read and Write Basic Messages to begin.

Additional Resources:
Communication - Tanya Shorter

Read and Write Basic Messages
  • Introduction
  • Show Me
  • Say It
  • Do It
  • Check It

Look, Cover, Write, Check!

Try to memorise the following word.
When you are ready, click the mouse in the textbox below and try to spell the word correctly.
  • correspondence
  • telephone message
  • email
  • facsimile
  • request
  • reservation
  • booking
  • supplier
  • enquire

Recording Telephone Bookings

Listen to the phone conversation and complete the booking form below.
Click the play button below to listen to the phone conversation.
Booking Form
First Name
Last Name
Contact Number
Booking Date
Booking Time
Special Requirements
Number of Guests

Recording Room Service Phone Messages

Listen to the following phone conversation and answer the questions below.
Why does Mr Jackson need to ring room service?
He needs an extra pillow.
He needs an extra bath towel.
He needs additional linen.
What are the most important things you need to note?
item, room number, time requested, guest name.
item, time requested, floor number, room number.
item, full guest name, floor number, room number.
The pillow will be delivered to Room 204 in:
10 minutes
5 minutes
15 minutes
It is important to give your name when you answer the phone so:
the guest knows who to contact if the pillow is not received
the guest can organise to have dinner with the staff member
none of the above.

Responding to Email Enquiries

Using the email below, answer the following questions.
Click on the email image to enlarge.
When does Mr Simpson require accommodation?
25th - 27th October
24th - 26th October
24th - 25th October
What type of room is Mr Simpson enquiring about?
Single Room
Double Room
Executive Suite
What special request does the guest have?
Early check-in on the 24th October
Late checkout on the 26th October
Requires pickup from the airport
What information does a guest need to provide to secure a reservation?
Conference details
Email address
Credit Card details

Telephone Message from Supplier

Read through to the following scenario and answer the questions below.

Fred Snapper from Fishy Business called to inform the kitchen that a special order of Red Emperor could not be supplied on the requested date due to unforeseen circumstances.

However, if the chef would like, the order can be replaced with Snapper. Please have Sam return the call.

Fred's phone number is 03 9533 5929. He called at 10am on the 13th September.

What is the first name of the person calling?
Choose the correct business name of the supplier.
Fred Snapper
Fishy Business
Red Throat Emporer
Select the correct date Fred Snapper called.
10pm on the 14th September
10am on the 13th September
10pm on the 13th September
How does the supplier attempt to solve his problem?
To substitute the fish with another of similar quality.
To cancel the order.
To replace the order with an inferior tasting fish.