- enjoy a private tour
A guest approaches the front desk of a 5 star hotel in Jakarta.
He wants to have info on a half-day city tour.
Guest: (enters, looks around) Good morning… I would like to know about a city tour in Jakarta.
Staff: Good morning, sir! (smiles and gestures to a brochure) Of course. We have a half-day city tour. It includes Kota Tua, the National Monument, and Istiqlal Mosque.
Guest: (frowns slightly, looks uncertain) Oh… Kota Tua, yes. But I am not sure if it is good for me.
Staff: (nods reassuringly) I understand, sir. Kota Tua is very easy to walk. You can see old Dutch buildings, cobblestone streets, and Fatahillah Square.
Guest: (curious) Fatahillah Square? What is that?
Staff: (smiles and gestures with hands) Fatahillah Square is a big square in the center of Kota Tua. Many people walk, take photos, and watch street performers. You can see old statues and fountains, and there are small shops and cafés where local people sell snacks. It is a very nice place to experience real life in Jakarta.
Guest: (leans forward, interested) Oh… can I try some local food there?
Staff: (nods, smiling) Yes, sir! You can try some very popular Indonesian foods. For example, there is bakso. It is a meatball soup. It is warm and tasty. You can also try martabak. It is a pancake. Some are sweet and some are salty. Very delicious! Another favorite is nasi goreng. It is fried rice and very famous in Indonesia. You will see many small local foodstands in Fatahillah Square. They are safe, and the food is very tasty.
Guest: (eyes widen, nods slowly) Hmm… that sounds interesting. But… will it be very hot?
Staff: (smiles and gestures) Yes, sir. Jakarta is usually sunny and warm. We recommend you bring sunglasses, a hat, and sunscreen. And please drink water during the tour.
Guest: (relieved) Ah, okay… but do I need to bring a lot of water?
Staff: No, sir. Don’t worry. The driver provides free bottled water in the car. You can drink anytime.
———-end of audio————
Guest: (smiles, more relaxed) Oh, that is very good. And what else do we see on the tour?
Staff: After Fatahillah Square, we go to the Jakarta History Museum. You can learn about the old city and Indonesia’s history. Then we visit the National Monument, where you can see Jakarta from above. Finally, we visit Istiqlal Mosque, which is very big and beautiful.
Guest: (shrugs, still hesitant) I am not sure… maybe the traffic will be bad?
Staff: (leans slightly forward, friendly tone) Don’t worry, sir. We will pick you up at the hotel in a private car. You do not need to worry about anything. You just enjoy the tour, the local life, and the food.
Guest: (nods slowly, still thinking) Hmmm… and how long is the tour?
Staff: The tour is about four hours. We will bring you back to your hotel at the end. It is very easy and comfortable.
Guest: (smiles a little, seems convinced) Okay… and how much does it cost?
Staff: The price is IDR 500,000 per person. It includes the car, driver, entrance to the museum, and local food tasting.
Guest: (takes a deep breath, nods, smiling) Yes… I would like to book the tour.
Staff: (smiles, writes in the booking book) Perfect! Can I have your name and room number, please?
Guest: My name is Mr. Smith, room 502.
Staff: Thank you, Mr. Smith. And how will you pay? Cash or credit card?
Guest: I will pay with a credit card, please. (hands over the card)
Staff: (types and smiles) Done! Your tour is booked for tomorrow at 8:30 AM. The driver will come to your hotel lobby to pick you up. There will be free water in the car, so you can stay comfortable.
Guest: (smiles, relieved) Thank you very much. I feel better now.
Staff: You are very welcome, sir. (gives a small bow and gestures “enjoy”) Enjoy your tour, the local food, the sun, and the real Jakarta experience!
###################
The dialogue in detail:
1. What happens in the dialogue
The guest comes to the hotel desk and asks about a city tour in Jakarta.
The staff explains the tour and answers the guest’s questions.
At first, the guest is not sure and a little worried.
The staff gives clear, friendly information, and finally the guest decides to book the tour.
2. Main parts of the dialogue
a. Beginning
- Guest says hello and asks about a city tour.
- Staff welcomes him and gives a short explanation.
👉 Purpose: To start the conversation politely.
b. Information
- Staff explains the tour: places like Kota Tua, the National Monument, and Istiqlal Mosque.
- Guest is not sure if he will like it.
👉 The staff helps by giving more details.
c. Explaining and helping
- Guest asks many questions:
- What is Fatahillah Square?
- Can I try food?
- Will it be hot?
- How long is the tour?
- Is there traffic?
- How much does it cost?
- Staff answers every question politely, smiles, and gives short, simple information.
- Staff uses positive words like “very nice place,” “safe,” “comfortable.”
👉 The staff helps the guest feel safe and happy.
d. Decision
- After hearing all the information, the guest feels better and says:
“Yes… I would like to book the tour.”
👉 The guest is now confident.
e. Ending
- Staff takes the booking and payment.
- Gives details about time, water, and pickup.
- Guest thanks the staff and feels relaxed.
- Staff finishes politely and wishes him to enjoy the tour.
3. Feelings and communication
| Person | Feeling | Language Used |
|---|---|---|
| Guest | Unsure → Curious → Confident | Questions, short answers |
| Staff | Friendly, helpful, patient | Smiles, explains, reassures |
4. Purpose of the dialogue
The main goal is to help the guest book a tour and to make him feel comfortable and happy.
The staff uses good customer service skills: politeness, clear information, and kindness.
##################
Anything that can be improved?
🟢 What is already good
✅ Friendly and polite tone throughout.
✅ The staff gives clear information and explains words the guest may not know.
✅ Natural flow — the guest starts unsure, becomes interested, and books the tour.
✅ The staff answers all concerns (food, weather, traffic, water, price).
🟡 Small improvements
1. Too much talking at once
Some staff answers are very long — for example, when describing Fatahillah Square or food.
In real hotel talk, shorter sentences are easier to follow.
Example (original):
“Fatahillah Square is a big square in the center of Kota Tua. Many people walk, take photos, and watch street performers. You can see old statues and fountains, and there are small shops and cafés where local people sell snacks. It is a very nice place to experience real life in Jakarta.”
Better (shorter and more natural):
“Fatahillah Square is in the center of Kota Tua. Many people walk there and take photos. You can see street shows, old statues, and small cafés. It’s a nice place to see real local life.”
✅ Easier to listen to
✅ Keeps guest attention
✅ Sounds more natural in spoken English
2. Use of “sir” too many times
It’s polite, but repeating “sir” in every sentence sounds a little unnatural in English.
You can use it only at the start or end of a reply.
Example:
“Yes, sir! You can try some very popular Indonesian foods.”
“You will see many small food stands, sir.”
Better:
“Yes, you can try some popular Indonesian foods.”
“You’ll see many small food stands.”
(Use “sir” only once or twice during the talk.)
✅ Still polite, but smoother and more natural.
3. Make the weather advice friendlier
Original:
“We recommend you bring sunglasses, a hat, and sunscreen.”
Better:
“It’s good to bring sunglasses, a hat, and sunscreen.”
✅ Sounds less formal and more caring.
4. Traffic concern — make it more positive
Original:
“Don’t worry, sir. We will pick you up at the hotel in a private car.”
Better:
“No problem! The driver will pick you up at your hotel, so you can relax and enjoy the tour.”
✅ Reassuring + friendly.
5. Ending — add one final polite check
After booking, the staff could politely confirm everything once more:
Add:
“So tomorrow at 8:30 AM, the driver will meet you in the lobby. Is that okay for you?”
✅ Shows care and double-checks details.
🔵 Summary:
| Area | Improvement | Why |
|---|---|---|
| Long answers | Shorten | Easier to understand |
| Too many “sir” | Use fewer | Sounds more natural |
| Advice | Use friendlier words | Softer tone |
| Traffic answer | More positive | Builds trust |
| Ending | Confirm booking | Shows professionalism |
##############
🌆 Improved Dialogue: City Tour in Jakarta
Guest: (enters, looks around) Good morning. I would like to know about a city tour in Jakarta.
Staff: Good morning, sir! (smiles and points to a brochure) Of course. We have a half-day city tour. It includes Kota Tua, the National Monument, and Istiqlal Mosque.
Guest: (frowns slightly) Oh… Kota Tua, yes. But I’m not sure if it’s good for me.
Staff: (smiles kindly) I understand. Kota Tua is easy to walk around. You can see old Dutch buildings and Fatahillah Square — it’s very nice.
Guest: Fatahillah Square? What is that?
Staff: It’s in the center of Kota Tua. Many people walk there and take photos. You can see old statues, small cafés, and local shops. It’s a great place to see real life in Jakarta.
Guest: Oh… can I try local food there?
Staff: Yes! You can try popular Indonesian food, like bakso — a tasty meatball soup, martabak — a sweet or salty pancake, and nasi goreng — fried rice. There are many small food stands, and they are clean and safe.
Guest: (smiles) That sounds good. But will it be very hot?
Staff: (nods) Yes, Jakarta is usually sunny and warm. It’s good to bring sunglasses, a hat, and sunscreen. And please drink water during the tour.
Guest: Should I bring a lot of water?
Staff: No need. The driver will give you free bottled water in the car.
Guest: Oh, very nice. What else do we see on the tour?
Staff: After Fatahillah Square, we visit the Jakarta History Museum. Then we go to the National Monument — you can see the city from the top. Last, we visit Istiqlal Mosque, one of the biggest mosques in Southeast Asia.
Guest: Hmm… maybe the traffic will be bad?
Staff: (smiles) No problem! The driver will pick you up at your hotel, so you can relax and enjoy the tour.
Guest: And how long is the tour?
Staff: It’s about four hours. We bring you back to your hotel after the tour.
Guest: Okay… and how much is it?
———–end of audio—————
Staff: It’s IDR 500,000 per person. The price includes the car, driver, entrance fees, and a local food tasting.
Guest: (smiles) Yes, I’d like to book the tour.
Staff: Great! May I have your name and room number, please?
Guest: My name is Mr. Smith, room 502.
Staff: Thank you, Mr. Smith. How would you like to pay — cash or credit card?
Guest: Credit card, please.
Staff: (types and smiles) Done! Your tour is booked for tomorrow at 8:30 AM. The driver will meet you in the lobby. Is that okay for you?
Guest: Yes, perfect. Thank you very much.
Staff: You’re very welcome, sir. Enjoy your tour, the local food, and the real Jakarta experience!
✅ Why this version is better
- Sentences are shorter and easier to understand.
- “Sir” is used only a few times — polite but natural.
- Information is the same, but spoken more smoothly.
- Ending includes a polite confirmation (“Is that okay for you?”).
- Feels like a real conversation between hotel staff and a guest.
####################
🌟 STAFF TRAINING VERSION:
CITY TOUR ENQUIRY (Jakarta)
🟢 1. Greeting and First Impression
Guest: Good morning. I would like to know about a city tour in Jakarta.
Staff: Good morning, sir! (smiles) Of course. We have a half-day city tour.
✅ Good practice:
- Warm greeting + smile
- Positive attitude (“Of course”)
- Clear, short information
🗣️ Practice phrases:
- “Good morning! How can I help you today?”
- “Of course, let me tell you about our tours.”
🟢 2. Giving Information
Staff: It includes Kota Tua, the National Monument, and Istiqlal Mosque.
Guest: Hmm… I’m not sure if it’s good for me.
Staff: I understand. Kota Tua is easy to walk around. You can see old Dutch buildings and Fatahillah Square.
✅ Good practice:
- Use simple descriptions (no long sentences)
- Show empathy (“I understand.”)
- Highlight positive points
🗣️ Practice phrases:
- “It’s easy and comfortable.”
- “You can see many interesting places.”
- “It’s a nice way to enjoy the city.”
🟢 3. Explaining Details and Creating Interest
Guest: What is Fatahillah Square?
Staff: It’s in the center of Kota Tua. Many people walk there, take photos, and visit small cafés. It’s a great place to see real local life.
✅ Good practice:
- Describe with simple, visual language.
- Use short, clear sentences.
- End with a positive phrase (“great place to see real local life”).
🗣️ Practice phrases:
- “You can see local people and street life.”
- “It’s a nice area for photos and culture.”
🟢 4. Answering Questions and Reassuring
Guest: Will it be hot?
Staff: Yes, Jakarta is usually sunny. It’s good to bring sunglasses, a hat, and sunscreen.
Guest: Do I need to bring water?
Staff: No need. The driver gives free bottled water in the car.
✅ Good practice:
- Always answer questions clearly.
- Give practical advice (weather, comfort).
- Reassure the guest — don’t say “I don’t know.”
🗣️ Practice phrases:
- “No problem, we provide water.”
- “It’s usually warm, so please bring a hat.”
- “Don’t worry, everything is arranged.”
🟢 5. Handling Concerns
Guest: Maybe the traffic will be bad?
Staff: No problem! The driver will pick you up at your hotel, so you can relax and enjoy the tour.
✅ Good practice:
- Always turn a negative comment into a positive answer.
- Keep the tone calm and friendly.
🗣️ Practice phrases:
- “Our driver knows the best way.”
- “You don’t need to worry about traffic.”
🟢 6. Giving Tour Details
Staff: The tour is about four hours. We bring you back to your hotel after the tour. The price is IDR 500,000 per person. It includes the car, driver, entrance fees, and a local food tasting.
✅ Good practice:
- Give complete information: duration, price, what’s included.
- Use short, separate sentences.
- Be clear about what is included to avoid confusion.
🗣️ Practice phrases:
- “The price includes everything.”
- “We will bring you back to your hotel.”
🟢 7. Booking and Confirmation
Guest: Yes, I’d like to book the tour.
Staff: Great! May I have your name and room number, please?
Guest: Mr. Smith, room 502.
Staff: Thank you, Mr. Smith. The driver will meet you in the lobby at 8:30 AM. Is that okay for you?
✅ Good practice:
- Always confirm the booking time and place.
- Check that the time is fine for the guest.
- Thank the guest for booking.
🗣️ Practice phrases:
- “May I have your name and room number, please?”
- “Your driver will meet you in the lobby.”
- “Is this time convenient for you?”
🟢 8. Closing and Polite Goodbye
Staff: You’re very welcome, sir. Enjoy your tour, the local food, and the real Jakarta experience!
✅ Good practice:
- End with a friendly goodbye.
- Leave the guest feeling happy and confident.
🗣️ Practice phrases:
- “Enjoy your day in Jakarta!”
- “Thank you for booking with us.”
- “Have a wonderful tour!”
🧭 Summary for Staff Training
| Skill | What to Remember |
|---|---|
| Smile & greet | Start every talk with a smile and eye contact |
| Give short answers | Use simple sentences, one idea per line |
| Stay positive | Always say what can be done, not what can’t |
| Reassure | “Don’t worry,” “No problem,” “It’s easy” |
| Confirm details | Repeat time, place, and price before ending |
| End warmly | “Enjoy your tour!” or “Have a great day!” |
##################
Summary
| 💬 DO THIS | ⚠️ DON’T DO THIS |
|---|---|
| Smile and say hello to every guest | Stay silent or look busy |
| Speak slowly and clearly | Speak too fast or too quietly |
| Use short, simple sentences | Use long or difficult words |
| Listen carefully | Interrupt the guest |
| Be polite: please, thank you, you’re welcome | Forget to say polite words |
| Be positive: Of course!, No problem! | Say I don’t know or can’t |
| Give full information: time, price, place | Forget to explain details |
| Check understanding: Is that okay for you? | Finish without checking |
| Use friendly body language | Look bored or serious |
| Repeat the guest’s name if you can | Use sir or madam too many times |
| Smile at the end and say goodbye | End the talk too fast |
| Stay calm and friendly always | Show stress or hurry |