By Jacob M in B1 — 24 Feb 2026

Phone Calls - Hotel Receptionist

Boost ESL listening skills with this interactive, B1-B2 level comprehension activity. Students practice essential hospitality vocabulary through realistic hotel receptionist phone scenarios, featuring automated multiple-choice assessment.

{ "title": "Booking a Hotel Room by Phone", "lang": "en-US", "intro": { "text": "Listen to a hotel receptionist handling a new reservation over the phone. Pay attention to the details of the booking.", "context": "You are training as a front desk agent at the upscale Oceanview Resort." }, "vocab": [ { "word": "availability", "definition": "the state of a room being unoccupied and ready to be booked", "example": "I need to check our system for room availability on those dates." }, { "word": "reservation", "definition": "an arrangement to have a room held for your use at a later time", "example": "I would like to make a reservation for next weekend." }, { "word": "suite", "definition": "a connected series of hotel rooms used as one living unit", "example": "He booked a luxury suite for his anniversary." }, { "word": "complimentary", "definition": "given or supplied free of charge", "example": "The hotel offers a complimentary breakfast every morning." }, { "word": "deposit", "definition": "a sum of money paid in advance to secure a booking", "example": "We require a deposit equivalent to the first night's stay." } ], "listening": { "transcript": "Receptionist: Good afternoon, Oceanview Resort, this is Alex speaking. How may I assist you today?\nCaller: Hello, Alex. I am calling to check availability and make a reservation for a weekend getaway next month. I am looking at the dates of October 12th through the 14th.\nReceptionist: I would be happy to help you with that. Let me just check our system for those dates. Are you looking for a standard room, or would you prefer one of our suites with a balcony?\nCaller: A suite with a balcony sounds wonderful, provided it is not fully booked. It is for my wife's birthday, so I want it to be special.\nReceptionist: Excellent choice. We do have a premium oceanfront suite available for those dates. The rate is $250 per night, and that includes a complimentary breakfast buffet and access to our spa facilities.\nCaller: That sounds perfect. I will take it.\nReceptionist: Wonderful. To secure the reservation, I will need a deposit equivalent to the first night's stay. Can I have your full name and a credit card number, please?\nCaller: Yes, my name is Robert Henderson. My card number is 4444... wait, let me grab my wallet.\nReceptionist: Take your time, Mr. Henderson. I can also add a note to your file to have a complimentary bottle of champagne placed in the room for your wife's birthday.\nCaller: Oh, that is incredibly thoughtful. Thank you so much, Alex. Okay, I have my card ready...", "questions": [ { "question": "What dates is the caller looking to book?", "options": ["October 10th to 12th", "October 12th to 14th", "October 14th to 16th", "November 12th to 14th"], "correct": "October 12th to 14th" }, { "question": "What type of room does the caller decide to reserve?", "options": ["A standard room", "A basic suite", "A premium oceanfront suite", "A ground-floor suite"], "correct": "A premium oceanfront suite" }, { "question": "How much does the hotel require for a deposit?", "options": ["$250 flat fee", "Half of the total cost", "The equivalent of the first night's stay", "No deposit is required"], "correct": "The equivalent of the first night's stay" }, { "question": "What special extra will the receptionist arrange for the guest?", "options": ["A birthday cake", "A complimentary bottle of champagne", "Free spa treatments", "A room upgrade"], "correct": "A complimentary bottle of champagne" } ] } }

{ "title": "Handling a Guest Complaint Over the Phone", "lang": "en-US", "intro": { "text": "Listen to a receptionist professionally manage a guest's complaint about a room issue.", "context": "You are working the front desk when an unhappy guest calls down from their room." }, "vocab": [ { "word": "complaint", "definition": "a statement that something is unsatisfactory or unacceptable", "example": "The guest made a complaint about the noisy neighbors." }, { "word": "technician", "definition": "a person employed to look after technical equipment or do practical work", "example": "We sent a maintenance technician to fix the television." }, { "word": "inconvenience", "definition": "trouble or difficulty caused to one's personal requirements or comfort", "example": "I apologize for the inconvenience this delay has caused you." }, { "word": "inspect", "definition": "to look at something closely, typically to assess its condition", "example": "The plumber will come up to inspect the leaking pipe." }, { "word": "prompt", "definition": "done without delay; immediate", "example": "Thank you for your prompt response to my email." } ], "listening": { "transcript": "Receptionist: Front desk, this is Maria speaking. How can I help you today?\nCaller: Hi Maria, this is David in room 314. I am afraid I have a bit of a problem. The air conditioning unit in my room is making a terrible rattling noise, and it is barely blowing out any cold air. It is quite uncomfortable in here.\nReceptionist: I am so sorry to hear that you are experiencing issues with the AC, David. That is certainly not the standard of comfort we aim to provide. I apologize for the inconvenience. Let me send a maintenance technician up to your room right away to inspect the unit.\nCaller: How long do you think that will take? I have a virtual meeting in about thirty minutes and I really need a quiet and cool space.\nReceptionist: They should be there within five minutes. However, if they cannot fix it immediately, I can go ahead and prepare a new room for you on the same floor so you are not disturbed during your meeting.\nCaller: That would be greatly appreciated. I will wait for the technician, but it is good to have a backup plan.\nReceptionist: Absolutely. I will keep an eye on the situation, and I will call you back in ten minutes to see if the issue is resolved or if we need to proceed with moving your belongings.\nCaller: Thank you, Maria. I appreciate your prompt help.\nReceptionist: You are very welcome. We will get this sorted out for you right away.", "questions": [ { "question": "What is the main problem the guest is reporting?", "options": ["The room is too small", "The WiFi is disconnected", "The air conditioning is noisy and broken", "The neighbors are too loud"], "correct": "The air conditioning is noisy and broken" }, { "question": "Why is the guest particularly stressed about the timeline?", "options": ["He has a flight to catch", "He has a virtual meeting in thirty minutes", "He is expecting guests", "He needs to go to sleep"], "correct": "He has a virtual meeting in thirty minutes" }, { "question": "What is the receptionist's backup plan if the issue cannot be fixed immediately?", "options": ["Offer a full refund", "Move the guest to a new room on the same floor", "Provide a complimentary meal", "Ask the guest to postpone their meeting"], "correct": "Move the guest to a new room on the same floor" }, { "question": "When does the receptionist promise to call the guest back?", "options": ["In five minutes", "In ten minutes", "In thirty minutes", "Tomorrow morning"], "correct": "In ten minutes" } ] } }

{ "title": "Arranging Airport Transportation", "lang": "en-US", "intro": { "text": "Listen to a front desk agent help a hotel guest organize their early morning departure.", "context": "A guest is calling from their room to ask about getting to the airport the next day." }, "vocab": [ { "word": "transportation", "definition": "the action of transporting someone or something or the process of being transported", "example": "We provide transportation to the local shopping mall." }, { "word": "depart", "definition": "to leave, especially in order to start a journey", "example": "The train will depart from platform three at noon." }, { "word": "terminal", "definition": "a building at an airport where passengers transfer between ground transportation and the facilities", "example": "International flights leave from Terminal 2." }, { "word": "shuttle", "definition": "a form of transport that travels regularly between two places", "example": "The hotel shuttle runs every hour." }, { "word": "prior to", "definition": "before a particular time or event", "example": "Please arrive at the gate thirty minutes prior to boarding." } ], "listening": { "transcript": "Receptionist: Good evening, guest services, this is Jonathan. How may I assist you tonight?\nCaller: Hi Jonathan, I am calling from room 802. I need to arrange transportation to the airport tomorrow morning. My flight departs at 9:00 AM, and I am not sure how long it takes to get to the international terminal from here.\nReceptionist: I can certainly help you arrange that. Traffic can be quite heavy during the morning rush hour. To ensure you have plenty of time for check-in and security, I would recommend leaving the hotel by 6:30 AM at the latest. The drive usually takes about forty-five minutes.\nCaller: Okay, 6:30 AM sounds reasonable. Do you have a hotel shuttle, or do I need to book a private taxi?\nReceptionist: We do offer a complimentary airport shuttle service that runs every half hour starting at 5:00 AM. I can reserve a spot for you on the 6:30 AM departure. Alternatively, I can arrange a private town car for you for a flat fee of $45.\nCaller: The complimentary shuttle will be perfect. Could you reserve a spot for one passenger, please?\nReceptionist: Consider it done. I have added you to the passenger list for the 6:30 AM shuttle. Please meet in the main lobby about ten minutes prior to departure. Can I help you with anything else, perhaps a wake-up call?\nCaller: Yes, please schedule a wake-up call for 5:30 AM.\nReceptionist: A wake-up call is set for 5:30 AM. Have a wonderful evening!", "questions": [ { "question": "What time does the guest's flight depart?", "options": ["5:00 AM", "5:30 AM", "6:30 AM", "9:00 AM"], "correct": "9:00 AM" }, { "question": "How long does the drive to the airport usually take?", "options": ["Ten minutes", "Thirty minutes", "Forty-five minutes", "One hour"], "correct": "Forty-five minutes" }, { "question": "What transportation option does the guest choose?", "options": ["A private taxi", "A private town car", "The complimentary hotel shuttle", "A rental car"], "correct": "The complimentary hotel shuttle" }, { "question": "What additional service does the guest request at the end of the call?", "options": ["A breakfast box", "A wake-up call for 5:30 AM", "Help with their luggage", "An extra blanket"], "correct": "A wake-up call for 5:30 AM" } ] } }

Hotel1

0:00

/92.810958

Hotel2

0:00

/82.850958

Hotel3

0:00

/97.770958

Phone Calls - Hotel Receptionist

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