AMB ASS_COM_SB BARMAN CARLOTTA CLIENT_H1 CLIENT_H2_LEFT CLIENT_H3_RIGHT DIRECTRICE_HOTEL_LOISIR DIR_HOTEL INSERT JUAN KATHERINE_F KEVIN LA_CLIENTE LIHN MRS_GARCIA MRS_SMITH MR_GARCIA MR_SMITH MR_SORJMAN NASSIM PIERRE RALPH RESP_HEBERGE SERVEUSE TOM DIR HOTEL well yes, it does make a difference because it helps us establish a relationship with our clientele, DIR HOTEL no matter what field of activity. DIR HOTEL For example, a person at the front desk. DIR HOTEL He'll be able to look up the needed information in our reservation database to prepare the client's arrival and greet him in a personalized style. DIR HOTEL This way, by using all available information at his disposal, DIR HOTEL he can adapt to each client, show them the various servicesthat might interest them and make sure that their stay is something to remember. DIR HOTEL Oh, it's truly essential for all of our teams: DIR HOTEL For the front desk, housekeeping, the bar, the restaurant, the seminars, DIR HOTEL This is what differentiates Mercure. DIR HOTEL Let's say, for example, a client who's just arrived and who wished to eat. DIR HOTEL The front desk DIR HOTEL will offer different solutions depending on the client's need and also depending on the available hotel services at that time. DIR HOTEL Yes, but also remembering to promote the other hotel services, such as the high quality fitness center or the WebCorner. DIR HOTEL The "Mercure Touch", it's an asset for the client but also for the brand. RESP HEBERGE Thanks to the "Mercure Touch", clients feel that they are more than just clients. RESP HEBERGE Let me explain. RESP HEBERGE We regularly organize events to liven up our hotels. RESP HEBERGE It could be, for example, the tasting of local products, RESP HEBERGE that is to say small producers who come and present their products to us. RESP HEBERGE When clients arrive, they can enjoy this right away. RESP HEBERGE They are usually pleasantly surprised and feel privileged. RESP HEBERGE We can also offer them, when they check-in, one of the products. RESP HEBERGE Another idea, at the bar or the restaurant, we can suggest that they try one of our Mercure Wines, all specially selected regional wines. RESP HEBERGE These are two examples of the "Mercure Touch": RESP HEBERGE promoting the brand as well as local products. RESP HEBERGE Yes, it's a commercial gesture. RESP HEBERGE When we tell them about the ClubAccord Hotel Fidelity card and its advantages, it's to encourage customer preference RESP HEBERGE and loyalty. RESP HEBERGE When we promote our Food and Beverage Services, RESP HEBERGE we do so in order to increase sales during their stay. RESP HEBERGE but RESP HEBERGE our relationship goes beyond that. RESP HEBERGE I believe that all Mercure Hotels have a personality, RESP HEBERGE their own individuality, emotions and values RESP HEBERGE and it shows in the way we consider our clients. RESP HEBERGE Yes. RESP HEBERGE It's a logical extension of the brand's values. RESP HEBERGE It shows our clients we are sensitive to their needs, RESP HEBERGE and that we have their well being at heart. RESP HEBERGE These values can be found even in the smallest considerations. RESP HEBERGE For example, when a female client stays in our hotel, RESP HEBERGE we avoid giving her a room at the end of the hallway, RESP HEBERGE or pronouncing her name and room number out loud in order to guarantee her tranquility. RESP HEBERGE In other words, we do our best to make sure our clients have a positive experience. SERVEUSE Whenever the situation allows it, we use "I" instead of we. SERVEUSE I don't do it to showoff but to inform our clients that I will be personally taking care of them. SERVEUSE I ask questions to understand their needs and eventually to give them advice. SERVEUSE For example SERVEUSE I'll ask them how their trip went or if they need anything in particular, you know, things like that. SERVEUSE I can also ask them if they know the area, SERVEUSE that way I can suggest some sights to see. SERVEUSE Sometimes a business client will then want to come back as a tourist SERVEUSE the next time. SERVEUSE And that's what the Mercure Touch is: SERVEUSE smiling and always creating a friendly atmosphere. SERVEUSE Yes, exactly.First, I start by introducing myself, then I ask questions in order to establish a contact. SERVEUSE I don't speak with them only as a Mercure employee, but also as an individual with my emotions, my personality and my experience. SERVEUSE It's a sign of trust for the clients who then know they can count on me. SERVEUSE and there's one more thing, you need to know how to take initiatives. SERVEUSE When a client arrives, he expects a certain quality of service. I make sure to go beyond those expectations. SERVEUSE Of course I do. SERVEUSE When I take care of clients during the breakfast shift, I always make sure that they have everything they need. SERVEUSE If they've finished their fruit juice, I'll ask them if they wish for a refill. SERVEUSE Just the same, if they've finished their hot beverage, I'll ask them if the want another one. SERVEUSE Yes, it's a natural and spontaneous reflex SERVEUSE but I'm always looking for ways to do even more. SERVEUSE Yes, absolutely. This way I'm personally implicated and can show them I have their well being at heart. SERVEUSE if I ask that question, I can anticipate his needs, but it's always better to implicate yourself. SERVEUSE Yes. SERVEUSE We all try to make sure our clients appreciate our initiatives and feel special. SERVEUSE We do this by being thoughtful and personalizing all our services. SERVEUSE And yes, that's what the Mercure Touch: Anticipate is all about. BARMAN Yes, BARMAN we are encouraged to small talk with our clients. It helps us to establish a contact, start up a conversation and especially make sure that our client is well. BARMAN For example, I might ask our client how he is enjoying his stay or what he ended up doing that day. BARMAN This way, he BARMAN he knows we're interested in him and this makes him feel special. BARMAN Absolutely. With this type of contact, respect is the most important thing. BARMAN Yes yesterday,a client came to the bar and asked me for the House Special. BARMAN First I made sure that the doses were to his taste, BARMAN and then I asked him how his sightseeing afternoon, recommended by our Accommodations Manager, went. BARMAN About his work? I'm not quite sure what you want to know. I think you should ask him yourself maybe. BARMAN Yes, there are quite a few things to visit around here but what does this have to do with small talk? BARMAN Well, of course. BARMAN It's an absolute must if we want the client to enjoy his stay. BARMAN All employees must be able to give advice on hotel products or services, or about the hotel surroundings. BARMAN Yes, that's right.As a barman, I do my best to connect with my clients and advise if possible. BARMAN With the cocktail menu, for example, that's normal for a barman. BARMAN But I try to do more than that. BARMAN If a client tells me that he's had a rough day and that he's really hot, I'll try suggesting a more refreshing cocktail than the one he's chosen. BARMAN Yes, we believe in the "Mercure Touch Connected": to inspire confidence and reassure, to be able to adapt to all of our clients situations. DIRECTRICE HOTEL LOISIR Yes, small talk is important to go beyond basic courtesy. DIRECTRICE HOTEL LOISIR With it, we can find out what each client wants and that's important no matter your field of activity. DIRECTRICE HOTEL LOISIR Yes. DIRECTRICE HOTEL LOISIR For a person at the font desk, when a long stay guest comes back in the evening, DIRECTRICE HOTEL LOISIR they greet the client by asking how their day went, DIRECTRICE HOTEL LOISIR or by asking them about a meeting if that's the case. DIRECTRICE HOTEL LOISIR We always do our best to make sure the client is satisfied with his stay. DIRECTRICE HOTEL LOISIR But we do better than that. DIRECTRICE HOTEL LOISIR Yes, that's right. DIRECTRICE HOTEL LOISIR The person working at the front desk represents the hotel and the brand. DIRECTRICE HOTEL LOISIR When the client is recognized and asked how his day went, he feels important. DIRECTRICE HOTEL LOISIR He doesn't feel like he's just another anonymous client. DIRECTRICE HOTEL LOISIR Yes, that's right. DIRECTRICE HOTEL LOISIR Sometimes, small talking can be considered a real asset for a client. DIRECTRICE HOTEL LOISIR This is true for every field of activity. DIRECTRICE HOTEL LOISIR For example, a chambermaid can ask, after having greeted the client, whether he is satisfied with the room service, DIRECTRICE HOTEL LOISIR whether he needs something, DIRECTRICE HOTEL LOISIR or if everything is satisfactory in his room. DIRECTRICE HOTEL LOISIR Yes, of course. DIRECTRICE HOTEL LOISIR but that's not what's important here. DIRECTRICE HOTEL LOISIR Yes indeed. DIRECTRICE HOTEL LOISIR That way the client knows that he can count on the chamber maid. DIRECTRICE HOTEL LOISIR By small talking with him, she shows the client she's concerned and that she can anticipate any potential problems. DIRECTRICE HOTEL LOISIR That's what the Mercure Touch: Solve is all about: DIRECTRICE HOTEL LOISIR ready to do what's needed to solve problems. ASS COM SB Yes, of course. ASS COM SB We have two types of clients: ASS COM SB our business clients and our leisure clients. ASS COM SB For each one of them, we adapt our offers and services. ASS COM SB For example, when one of our clients organizes a seminar,we show initiative by anticipating and quickly solving any problem. ASS COM SB If this client is giving a presentation but there are more people than initially planned, I'll move him into a bigger conference room, ASS COM SB if we have another one available of course, ASS COM SB and I'll inform him of the commercial gesture this represents. ASS COM SB Clients appreciate being pampered and, from our business end, this creates brand fidelity. ASS COM SB By the same token, if there are more attendees then planned, this could be a problem for Food and Beverages. ASS COM SB In this case, I contact the catering manager in order to quickly find a solution. ASS COM SB Once again, the key is to anticipate, identify the problem and offer a solution to the client that will satisfy him. ASS COM SB Leisure clients don't have the same needs or expectations. ASS COM SB They are more relaxed, they aren't in such a hurry and they want to know more about the hotel activities and/or the local activities. ASS COM SB In my case, I usually have to deal with clients attending a wedding or a banquet. ASS COM SB When they are here for a few nights, ASS COM SB I anticipate their needs and ask them if they want any information on the area, if they need any advice or for me to help them with anything. ASS COM SB Yes, absolutely. ASS COM SB And to do so, you need to know how to observe, ASS COM SB you need to know your clients and put yourself in their shoes. ASS COM SB This is what the Mercure Touch Anticipate is all about: ASS COM SB you have to be proactive and anticipate for people. ASS COM SB I don't think it's a question of courage, no. ASS COM SB Everyone can go up to a client and present themselves. CLIENT H1 Thank you. Goodbye. TOM You're welcome, goodbye. MR SMITH MR SMITH TOM Welcome Madame, Welcom Sir. My name is Tom, I'm the front desk clerk TOM and I am happy to welcome you to the Mercure Hotel - Porte de Paris. TOM Please, let me help you. TOM May I have your name? MR SMITH We aremister and misses Smith. MR SMITH We reserved our room through internet. TOM And where are you from? MR SMITH Philadelphia. TOM TOM It must have been a long trip. MR SMITH It's my wife that is especially tired. MR SMITH The plane was delayed and we've been traveling for awhile now. TOM In that case, would you care to go to the lounge in order to rest for awhile? TOM Or would you prefer to proceed with all check-in formalities? MR SMITH I'd prefer to get all this over with now that waymy wife can go upstairs and lay down for awhile in our room. TOM But of course. We can do that right now. TOM Welcome. MR SMITH Hello.We aremister and missesSmith and we reserved a room through internet. MR SMITH TOM Yes, indeed. TOM I see that you're arriving from Philadelphia. MR SMITH Yeah. TOM What's the weather like over there? MR SMITH Well, in fact, it's very hot right now. MR SMITH But MR SMITH my wife is very very tired from our long trip because the plane was delayed and we've been traveling for awhile now. TOM You'll have to be careful here. It's chillier and you could catch cold. MR SMITH Thank you for the warning MR SMITH but I think thatmy wifeis in a hurry to get to our room. MR SMITH Could youwould you please give us our room number and the floor? TOM Hello. MR SMITH Thank you. TOM Your name? MR SMITH We areMister and Misses Smith and we reserved a room through internet. TOM TOM Yes indeed. TOM I see you two are from Philadelphia, MR SMITH Yeah. TOM is that right? TOM TOM That must've been a long trip, right? MRS SMITH TOM So tell me how long was the flight? MR SMITH More than ten hours.On top of it all, the plane was delayed. TOM Really? That's terrible!If you add that to the jetlag and all the rest, forget it! MR SMITH Yesand since we're on the subject, MR SMITH I think my wife needs to go upstairsand rest. Socould you please tell us our room number and which floor it's on? TOM so if my information is correct, TOM your reservation is for a two person bedroom, TOM by the elevator, TOM for a total of five nights. MR SMITH That's correct. TOM TOM Sorry to say, your room isn't ready yet. TOM Guess you're gonna have to wait for a while. TOM Here, let me give you a brochure on the city and all the sights to see. TOM And should you need more information, don't hesitate to come ask me. MRS SMITH No thank you. We already know Paris, our daughter is studying here. MRS SMITH More so, I, myself, am French. I was raised in Paris. TOM TOM Now that you mention it, I do detect a slight accent. MRS SMITH Even though I've lived for over forty years in the U.S., I'll always have a slight accent. TOM Well still, I'll let you keep the brochure, the city has really changed a lot over the years. MR SMITH Time has nothing to do with this. My wife is and always will be a true Parisian. TOM Well then, in that case, you sir, maybe you will be needing it. MR SMITH Yes, maybe, who knows. MRS SMITH MR SMITH TOM Mister and Misses Smith MR SMITH TOM If my information is correct, TOM you have reserved a two person bedroom,near the elevator, for a total of five nights. MR SMITH Yes, that's correct. TOM I see that your room isn't ready yet. Let me see if I can't find you another one. TOM I've found one. TOM I'll reserve it for you. MRS SMITH Thank you. I really need to rest for a while. INSERT If I may suggest, you should put the "Do not disturb" sign. You'll find it hanging on the doorknob behind your door. TOM This way, you'll be sure that housekeeping won't bother you. MRS SMITH Thank you, how thoughtful of you. TOM Is this your first time staying in Paris? MRS SMITH No, we have a daughter who is studying here in Paris. MRS SMITH And this time we're here because she is presenting her PhD thesis. TOM Wonderful to hear. TOM So I guess it's safe to say that you've already visited Paris many times. MRS SMITH Yes, you can say that. I'm French and I was born and raised in Paris. TOM In that case, I won't presume to tell you which monuments or museums you should visit. TOM However, should you need any information, please don't hesitate to come to the front desk for even a city map or anything else that we could help you with. MR SMITH That's very kind. MR SMITH I do hope we will have time to go to the theater. MR SMITH The cultural Parisian nightlife is what my wife misses the most. MRS SMITH MRS SMITH TOM I understand. TOM In that case, TOM Here is a small brochure with all the plays, festivals and exhibits for the next two weeks. TOM If I may say so, TOM I'd recommend that you go to the Odeon Playhouse. It's had nothing but great reviews. MRS SMITH TOM Mister and Misses Smith, TOM if my information is correct, you have reserved a room for two, next to the elevator, for a total of five nights. MR SMITH That's correct. TOM TOM Your room isn't ready yet, I'll have to be patient. MRS SMITH Really? I was hoping to quickly go up to my room and rest. TOM Here is a complete brochure of everything to do in Paris and if you need any kind of information on where to eat,don't hesitate to come and ask me. MRS SMITH We know Paris by heart. Our daughter has been going to college here. MRS SMITH I myself am French and I grew up in Paris. TOM Really? In which area were you? MRS SMITH In the ninth, near the department stores. TOM I know the area very well, I used to live near the opera. TOM Here are two magnetic key-cards which will allow you to open your room and your room number is Two Thirty Six. TOM Your room is on the second floor. MRS SMITH Thank you. MR SMITH Thank you.One last question, where is your bar?There's a chance I may go and have a drinkwhile my wife is taking a nap. TOM Follow the signs you see, they're posted everywhere. Elevators are on your right, restaurant straight ahead. MR SMITH MRS SMITH I don't have my glasses on. At what time can we come down and have breakfast? TOM Breakfast is served between the hours of six thirty and ten thirty. MRS SMITH great, thank you. MRS SMITH I sure hope that tomorrow morning, I'll have enough strength to go down to the restaurant. MR SMITH While you take a nap, I'll go make sure that the wines here in France are as good as I remember. TOM The bar is to your right. MR SMITH Okay. MRS SMITH Thank you. TOM First of all, here are two magnetic keycards which will allow you to open your room and your room number is Two Thirty Six. TOM And your room is located on the second floor. TOM It's a beautiful room with a view of our interior garden. MR SMITH Thank you. TOM You will find here all information that you might need. MRS SMITH I don't have my glasses on. At what time can we come down and have breakfast? TOM Breakfast is served between the hours of six thirty and ten thirty either at the restaurant or in your room. TOM You also have to your left a Wifi hotspot, TOM where you have access to a guest internet connection. TOM And you also have access to a fitness center in case you want to work out. MR SMITH Thank you very much but I believe the only thing I need right now is a stiff drink. TOM The bar is to your right,the WebCorner is to your left. TOM The only thing left for me to do, Mister and Misses Smith, is to wish you a pleasant stay at the Hotel Mercure Porte de Paris. MRS SMITH Thank you. TOM First of all, here are two magnetic keycards TOM which will allow you to open your room. TOM And your room number is Two Thirty Six. TOM Your room is located on the second floor. TOM You'll see, it's a very beautiful room with a view of our interior garden. TOM Should you ever have the slightest problem, please use our courtesy number and dial Twenty Four Twenty Four. TOM This number is operational twenty four hours a day, seven days a week. MRS SMITH MR SMITH Thank you very much. MR SMITH Just one last question, MR SMITH where is your bar? MR SMITH I will maybe go have a small drinkwhile my wife is taking a nap. TOM You will find the bar just over there, to the right. MRS SMITH I don't have my glasses on, MRS SMITH at what time can we come down and have breakfast? TOM Well breakfast is served between the hours of six thirty and ten thirty. TOM You can eat at the restaurant or in your room. TOM TOM But now that I think of it, you must be very tired due to the time difference with our country. TOM If you are hungry and wish to eat something before dinnertime, TOM we can prepare you either a dish of cold cuts or an assortment of pastries. MRS SMITH No, no, what I especially need is to take a nap. MR SMITH And what, what I especially need is a drink to unwind. TOM In that case, I encourage you to go meet Vincent, our incredible barman. TOM Please, let me show you the way. MR SMITH No, no, thank you very much but no. MR SMITH TOM Is there anything else I can do for you? MR SMITH Everything is just fine for me. TOM And you misses Smith? TOM Do you have any questions? MRS SMITH No, no, I don't think so. TOM Then please allow me to wish you, Misses and Mister Smith, a good day and a pleasant stay at the Hotel Mercure Porte de Paris. MR SMITH Thank you. TOM Hello Mister Sorjman. MR SORJMAN Hello. TOM Your three day stay with us is already over. MR SORJMAN Yes indeed. TOM TOM And did your seminar go the way your expected it? MR SORJMAN I must admit, I was pleasantly surprised by the quality of your service. MR SORJMAN And I believe that my colleagues were also very happy with this three-day seminar. TOM Would you say that your working conditions were satisfactory? MR SORJMAN Yes, without a doubt. By the way, your webcorner was very useful. I answered all my emails. Thank you for telling me about when I arrived. MR SORJMAN I have to say, I was afraid at first when I noticed that there was no video-projector in the conference room. TOM What do you mean? MR SORJMAN No, never mind, it's alright. It's just that my assistant forgot to mention that I needed a video-projector, so MR SORJMAN Thankfully, your colleague found one quickly. TOM Good, I'm glad, nonetheless, that we were able to solve your problem. TOM By the way, I know that you were working on a very tight schedule, but were you able to enjoy some of our leisure services? MR SORJMAN yes, these three days were intense, but the spa was greatly appreciated at the end of the day. TOM Good. TOM So Mister Sorjman,your three day stay with us is already over. Did everything go well? MR SORJMAN I must say, I was pleasantly surprised by the quality of the service. MR SORJMAN And I think my colleagues were happy with their stay. TOM And you were especially lucky with the weather. MR SORJMAN yes,but we weren't really able to take advantage of it. TOM Nevertheless, I find that it is nicer to work when the sun is out, especially since our conference rooms have a view of our patios that are full of flowers at this time of year. MR SORJMAN Yes, that's true,but what we really appreciated, was the comfort and the equipment of the conference rooms. MR SORJMAN And by the way, the WebCorner is very useful. I was able to receive and send all of my emails. It was perfect. TOM And I believe that some of your colleagues especially appreciated the service and the talent of our barman, Vincent. MR SORJMAN yes. MR SORJMAN Yes, I believe I heard them mention it. MR SORJMAN even though it isn't the reason why we organize these seminars in the first place. TOM So Mister Sorjman, TOM I see your three day stay is already over. MR SORJMAN Indeed. TOM Did your seminar go the way you expected it? MR SORJMAN I must say, I was pleasantly surprised by the quality of the services. MR SORJMAN And I believe my colleagues were also very happy with this three-day seminar. TOM Were you satisfied with your room? MR SORJMAN On my end, I haven't gotten any negative feedback from anyone. TOM The hotels Mercure pay particular attention to the comfort and the soundproofing of their rooms, which is truly an added pluswhen you want to sleep in. MR SORJMAN To sleep in? Yes, well I can't say that we had time for that since all our conferences started at Eight AM. TOM Naturally, but maybe you were able to find time to enjoy our fitness center? MR SORJMAN No. Our days were really quite intense. TOM From what I've understood, you were pleasantly satisfied by the quality of our hotel services. MR SORJMAN yes. TOM Please keep in mind that we are always committed to offering our clients the best quality service, no matter what the purpose of their stay is. MR SORJMAN Yes, indeed, I've noticed. MR SORJMAN I know all my colleagues particularly enjoyed the wine tasting event that was organized on Wednesday evening. MR SORJMAN Speaking of which, I wanted to keep the information on one of the winemakers that was there that evening, MR SORJMAN and unfortunately, I think I've lost it. TOM That's really a shame. TOM Maybe one of your colleagues can give you the information. MR SORJMAN yes, maybe they can, I know I wasn't the only one who liked that wine. TOM Maybe you will also have the possibility to discover others wines during your next visit. MR SORJMAN Yes, but let's not forget that each time I stay here,it's normally only for business. TOM Yes of course, Mister Sorjman. TOM But no matter why you decide to stay with us, we will always try to satisfy you. TOM If I've understood correctly, you were pleasantly satisfied by the quality of the services offered by the Hotel Mercure Porte de Paris. MR SORJMAN Yes, I was, indeed. TOM Do you have any suggestions for us to take into consideration for your next stay in our hotel? MR SORJMAN Let me think, no, I don't see any. MR SORJMAN I do know that my colleagues truly appreciated the wine tasting event organized on Wednesday evening. MR SORJMAN Speaking of which, MR SORJMAN I wanted to keep the information I got on one of the winemakers who was at the event, MR SORJMAN but I seem to have lost the paper. TOM Well, in that case, before you leave, I will contact Frank, our wine specialist. TOM If I'm not able to reach him,I will ask him to send you by email the list of wines and information on the winemakers that were prensent that evening. MR SORJMAN That's very kind. Thank you. MR SORJMAN In fact, now that I think of it, I might have a suggestionthat could improve the quality of your service. MR SORJMAN I-I know how important a lunch break is in a work day because it allows people to relax, MR SORJMAN but I really think it would be better if we could eat while we keep working. MR SORJMAN Of course we didn't do that, or else we would have had to take the paperboard to the restaurant. TOM yes, I understand. TOM Obviously. TOM If you wish, for your next seminar, we can have delivered, to your conference room, a mini buffet, at your convenience. That way you will be able to continue to work and eat at the same time. MR SORJMAN I think that would be a perfect solution, really. TOM I'm very happy that you have appreciated the quality of our services. TOM Just between us, I wouldn't mind going to the sauna once in a while after work. MR SORJMAN Oh really, that's interesting, yeay. TOM How did you like the wine tasting event on Wednesday evening? MR SORJMAN yes. TOM And our restaurant?Our restaurant is great! Everyone that comes here agrees that our chef is the best! Have you tried the filet steak we have here? MR SORJMAN well no, I haven't. MR SORJMAN because I'm a vegetarian. TOM of course. MR SORJMAN MR SORJMAN As a matter of fact, I did appreciate the wine tasting event. MR SORJMAN Speaking of which,I absolutely wanted to keep the information of one of the winemakers that was there that night, MR SORJMAN but I'm afraid that I've lost his name. TOM I don't know either TOM Maybe you'll be lucky enough to meet this winemaker again next time you're here? TOM It's always the same ones at each wine tasting event. TOM Okay? TOM And I'm sure that you'll have no problem finding another wine that you'll like. MR SORJMAN Well too bad for this winemaker, then. MR SORJMAN Let me remind you that each time a stay here, I do so for business, so wine tasting really isn't a priority. TOM Yes. Mister Sorjman, only you can decide for yourself. MR SORJMAN Yes, that's right. TOM Your three-day seminar here was pretty intense. I suppose you didn't have much time to get out and visit our city. MR SORJMAN No indeed. We weren't here at all to go sight seeing. MR SORJMAN MR SORJMAN Butwe didn't choose this hotel randomly either. TOM It's true that our city is easily accessible by all means of transportation no matter where you come from. MR SORJMAN Yes, of course but the, the main reason we come here is because the city of Paris is a very attractive destination TOM MR SORJMAN and also because most of our participants come from abroad. TOM TOM Oh yeay, well it must have been difficult to keep them all concentrated becausenightlife in Paris is really something else, don't you think ? TOM Especially when you're a foreigner. MR SORJMAN Well I can assure you, everyone remained very professional. MR SORJMAN On top of it, the seminar did plan a few tourist activities. TOM TOM Well I hope that they we able to have fun, right? And that they'll come back. MR SORJMAN Yes, I'm sure of that. MR SORJMAN They'll be back at least for work because we've reserved another seminar. TOM No, really? MR SORJMAN TOM Well that sounds like good news. MR SORJMAN TOM TOM So Mister Sorjman, how did you like Paris? MR SORJMAN Well the Eiffle Tower's still here. MR SORJMAN TOM Yeah. MR SORJMAN Not much different than the last time. MR SORJMAN you do know I stay here several days a month. TOM Really? TOM But that's not the case for most of your seminar participants. TOM There aren't very many who our language. MR SORJMAN You're very perceptive I see. MR SORJMAN Yes, you're right, most of them are foreigners. MR SORJMAN and for some, it's their first time. TOM Honnestly, TOM for me, I'd hate to come to Paris and only have to work. TOM Really, there are so many things to do and to see. TOM No, I wouldn't be able to work. MR SORJMAN Really? Well, no need to worry, no, no,the seminar had planned a lot of different tourist activities for them. MR SORJMAN So yeah TOM Good. Well I hope they had a lot of fun, that way they'll want to come back. TOM Well, Mister Sorjman, all that's left for me to do is wish you a safe trip, TOM and maybe I'll see you see again at the Hotel Mercure Porte de Paris. TOM Goodbye. MR SORJMAN Okay, MR SORJMAN Goodbye. TOM Your three-day seminar seemed to be pretty intense. MR SORJMAN Oh yes. TOM Were you able, nonetheless, to find time to take your co-workers sightseeing around Paris? MR SORJMAN Yes, absolutely. And the choice of your hotel wasn't random, either, obviously. MR SORJMAN You know, a lot of our seminar participants come from our overseas offices, and even if they know Paris,it's-it's crazy but, but this city still has such a strong attractiveness to it. TOM Which, I suppose, can be somewhat difficult to conciliate with work. MR SORJMAN Well no, and this is why, once again, we've chosen your hotel. MR SORJMAN Not quite in Paris, but close enough to Paris. TOM Yes, and this allows people to enjoy the city. TOM I was wondering if we you able to follow our advice on some of the sights to see? MR SORJMAN Not at all and I regret it because there were a few things that looked quite interesting. MR SORJMAN I'm sure you know what it's like, all seminar participants expect to see all the classic tourist spots. TOM In that case, you will probably need to come back and visit Paris again. TOM We will organize a wine tasting event the last week of September. MR SORJMAN That sounds great. We'll be back. MR SORJMAN but maybe you havesomething with thedates or a brochure. TOM Yes. TOM Yes, of course. MR SORJMAN What do you have? MR SORJMAN Good, yeah, a brochure with everything. TOM You'll find all you need to know in this brochure. MR SORJMAN Thanks, that's great. TOM All that's left for me to do now, Mister Sorjman, is to wish you and your co-workers, a safe trip back. MR SORJMAN Merci. TOM We all hope to see you very soon TOM at the Hotel Mercure Porte de Paris. MR SORJMAN Okay. MR SORJMAN Thank you. MR SORJMAN Goodbye and have a nice day. TOM Merci. MR SORJMAN Goodbye. TOM Goodbye. LIHN Good morning sir! MR SORJMAN Good morning. MR SORJMAN I'm glad to see you.There's a leak in the toilet in my bathroom. MR SORJMAN It won't stop dripping. LIHN That must be a bother, yes. LIHN I'm going to tell my manager. LIHN Okay, I've told her. LIHN She's taking care of it and informing the front desk. MR SORJMAN that's wonderful. Thank you. LIHN Thank you. Have a nice day. MR SORJMAN Thank you, you too. LIHN Goodbye. MR SORJMAN Goodbye. INSERT MR SORJMAN that's my room. NASSIM Hello, my name is Nassim, NASSIM the hotel's maintenance manager. MR SORJMAN yes, hello. NASSIM I was working on the toilet leak in your bathroom. MR SORJMAN that's wonderful news. I couldn't stand the noise anymore. It was driving me crazy. LIHN Are you leaving? MR SORJMAN just for a while. MR SORJMAN If you must know, I'm going to breakfast. Why? LIHN Because I wanted to know if I could do your room. MR SORJMAN Yes, of course. MR SORJMAN by the way, could you take a look at thetoilet.There's a leak and it won't stop running. LIHN I can't do anything for you. You need to see with front desk. MR SORJMAN I would have thought you could have done at least something. LIHN No. MR SORJMAN Fine, okay, okay. MR SORJMAN I'll go talk to the front desk. Thanks anyway. MR SORJMAN MR SORJMAN Hello, sorry to bother you but could you take a look at the toilet in my bathroom. I think there's a leak and it won't stop running.I was going to tell the front desk, but since you're here, maybe you can LIHN Well, I don't know. If I see a repairman, I'll tell him. MR SORJMAN A what? MR SORJMAN Okay, I see NASSIM However, we're going to have to change the mechanism and that might take awhile. NASSIM It must be a problem for you I suppose. MR SORJMAN your right. NASSIM The question is: do you want to keep your room while we do the repairs, or do you want me to call Tom at the front desk so he can find you another room? MR SORJMAN so that means I have to put all my stuff away. MR SORJMAN no, I don't really have time for that. NASSIM I'll make sure that everything is done in order to make this easy for you. NASSIM I'll call the front desk and ask them to plan everything. NASSIM Don't worry. MR SORJMAN Okay, then, I'll start gather my stuff. NASSIM Okay. NASSIM Thank you. Goodbye. MR SORJMAN Welcome. INSERT NASSIM However, we're gonna have to change the mechanism, and that's gonna take awhile. MR SORJMAN How long is awhile? MR SORJMAN No-no, I'm not spending another night like that. The noise is too much. NASSIM I can't tell you exactly how long it's gonna take me, NASSIM I'll do my very best, okay? NASSIM Bye. MR SORJMAN NASSIM I wasn't able to do anything. MR SORJMAN What? Wait a minute, I'm not spending another night like that. NASSIM What can I say. MR SORJMAN There's too much noise. NASSIM It's not my fault, you know. NASSIM Let me tell you how it goes: first we have to order the parts, NASSIM then they have to get here, NASSIM cut off the water,knock down the drywall, MR SORJMAN Okay. NASSIM take out the old mechanism, put in the new one, MR SORJMAN Okay. MR SORJMAN Of course. NASSIM rebuild a drywall, NASSIM turn water back on. NASSIM It's complicated. MR SORJMAN Okay, listen, I don't think I need to know that much and I really don't think it's my business. NASSIM Yeah, never mind. MR SORJMAN You know, for this kind of problem, I was expecting a MR SORJMAN better solution especially in a high prestige hotel like this. NASSIM Yeah well we'll do our best, okay. MR SORJMAN Of course, yeah, NASSIM Okay, goodnight. MR SORJMAN or do your worst, right? MR SORJMAN Unbelievable! TOM Hello Mister Sorjman, TOM so is your little toilet problem finally fixed? MR SORJMAN no, not at all. Not one bit. The toilet keeps running. MR SORJMAN your repairman said the mechanism needed to be changed. MR SORJMAN I ended up having to change rooms after having already settled in. TOM Well, it's true that with these new integrated toilets, the ones behind the dry-walls, it does get complicated to fix, you must admit. MR SORJMAN that must be it, yeah. TOM MR SORJMAN yeah, it's the dry-walls. MR SORJMAN Bye, have a nice day. MR SORJMAN Here you go. TOM Thank you. Did you have a pleasant day, mister Sorjman? MR SORJMAN yes, expect for the change in rooms and the toilet problem, yes, I had a rather pleasant day. TOM Should you need anything, please don't hesitate to ask. MR SORJMAN Okay. TOM Hello Mister Sorjman. MR SORJMAN Hello. TOM Are you satisfied with the solution we came up with to your problem? MR SORJMAN yes indeed, absolutely. TOM We are truly sorry we weren't able to repair your toilet immediately in your room. MR SORJMAN No, it doesn't matter because the solution you found is perfect. The new room is even better MR SORJMAN and the toilet doesn't run so it's great. TOM Good. I'm glad you're happy with this solution. TOM And should you need anything else, please don't hesitate to ask me. MR SORJMAN Okay. TOM Let me remind you we have a service line, dial Twenty Four Twenty Four TOM in case you need to inform us of an eventual problem. MR SORJMAN Okay, thank you, I'll remember. TOM All I need to do now is bid you a good day, Mister Sorjman. MR SORJMAN Thank you. Same to you. Goodbye. TOM Goodbye. AMB PIERRE Good morning madame, good morning sir, good morning children, let me find you a table for four. AMB MR GARCIA Morning. JUAN Morning. MR GARCIA looks like it's gonna be complicated. PIERRE Indeed, I know know what's going on, everyone has come to breakfast at the same time. PIERRE I'm afraid you are going to have to wait. PIERRE You can come back in fifteen minutes, maybe there will be less people. MR GARCIA Well, if we don't have a choice. MRS GARCIA I guess we'll leave, then. PIERRE Good morning Madame, good morning sir, good morning children. AMB MR GARCIA Hello MRS GARCIA Hello. JUAN Hello. CARLOTTA Hello. MR GARCIA Mister and Misses Garcia, we would like to be seated for breakfast now. PIERRE Good morning, my name is Pierre, I'll be your waiter. I'll find you a table for four. MRS GARCIA Okay. MR GARCIA Perfect. thank you. MR GARCIA It looks like it's gonna be complicated. PIERRE No, don't worry, I'll find a solution. PIERRE If you would please follow me. MR GARCIA Okay. MR GARCIA We'll see. MRS GARCIA Come on sweetie. PIERRE May I suggest that you sit here and your children can sit over there. PIERRE And as soon as a table for four is free, PIERRE if you wish, I can keep it for you. MR GARCIA No, don't bother, we'll be fine at two different tables. MR GARCIA we have all day to be together. PIERRE Perfect. I'll let all of you get seated. MR GARCIA Okay, well thank you. PIERRE No, thank you for being so understanding and please enjoy your breakfast. MR GARCIA Okay. MRS GARCIA Thank you. PIERRE You're welcome madame. MR GARCIA INSERT CARLOTTA Really? MR GARCIA Morning. PIERRE Good morning. MRS GARCIA Good morning. CARLOTTA I'm hungry. JUAN Good morning. PIERRE Breakfast for four, is that it? MR GARCIA Yes. MR GARCIA It looks a bit complicated. PIERRE Yeah, I don't know what's up today. Everyone came to breakfast at the same time. You'll have to wait but people usually eat quickly at breakfast. PIERRE Excuse me. Thank you. AMB MR GARCIA Okay, well I guess we don't have a choice. MRS GARCIA So what, we just wait? MR GARCIA Yeah. CARLOTTA AMB JUAN PIERRE May I suggest that you now go to the buffet. You will find hot and cold beverages. PIERRE You will also find cornflakes and nutella. JUAN Thank you. MRS GARCIA Yes. MR GARCIA Yes thank you. I don't think our children miss us at all. PIERRE Yes, they seem to be enjoying the buffet. MRS GARCIA PIERRE May I suggest our traditional Parisian breakfast. PIERRE All one hundred percent French and seasonal products, PIERRE Teas and coffee, all from fair trade. PIERRE We have freshly pressed orange juice, fresh French bread, PIERRE and a large assortment of cakes and pastries. MRS GARCIA Very good. MR GARCIA Okay. PIERRE Is there any else I can do for you? MR GARCIA No, my wife is gonna love all that, but I wouldprefer something a little more consistent. PIERRE but you can also find eggs, bacon, and a variety of cold-cuts and cheeses. MR GARCIA Okay. PIERRE Is there anything else I can do for you? MR GARCIA Yes, there is. My wife is use to drinking freshly pressed lemon juice in the morning. PIERRE Let me go see with Julie, our restaurant manager. She'll surely be able to take care of it. MR GARCIA Thank you. MRS GARCIA Thank you. MR GARCIA You see? MRS GARCIA Wonderful! MR GARCIA Okay, let's go to the buffet. MRS GARCIA Let's go see. PIERRE If you want to eat like real little Parisians this morning, may I suggest our traditional Parisian breakfast, all products all one hundred percent Frenchand seasonal, freshly pressed orange juice, fresh French bread, and a large choice of pastries. CARLOTTA I don't like all that. PIERRE We also have a great selection of locally made jams, PIERRE and homemade jelly. You're not gonna pass that up, are you? PIERRE Okay, I'll let you see for yourself at the buffet. MRS GARCIA Are you sure you wrote down the address you wanted? PIERRE Are you comfortably seated? MRS GARCIA Yes, we're fine. MR GARCIA Yes, this is very good. I don't think that our children miss us at all. PIERRE May I suggest our traditional Parisian breakfast, all products are made in France and in season. PIERRE Teas and coffee, all from fair Trade, PIERRE We also have orange juice, freshly pressed, fresh French bread as well, and a large selection of pastries. MR GARCIA Okay, but I'd prefer something a little bit more consistent. PIERRE Okay, well apparently, my traditional breakfast isn't appealing this morning. PIERRE May I suggest that you go check out the buffet? MR GARCIA Well okay. MRS GARCIA MR GARCIA I know. PIERRE May I suggest you check out the buffet. You will find everything there you need to start off your day. CARLOTTA Thank you. CARLOTTA PIERRE There you go, your children are already at the buffet. I suggest you do the same. MR GARCIA Okay, hey wait, my wife is use to drinking a glass of lemon juice, freshly squeezed each morning. PIERRE Well I know we have orange and grapefruit, PIERRE freshly squeezed, but lemon? PIERRE I think your best bet would be to ask Julie, our restaurant manager. She right over there. MRS GARCIA MR GARCIA Right over there. Okay. MRS GARCIA Okay. MR GARCIA So Julie MRS GARCIA unbelievable. I'll go. MR GARCIA Wait MRS GARCIA Julie INSERT MR GARCIA And he ended up stepping on it, you know. AMB CLIENT H2 LEFT CLIENT H3 RIGHT MRS GARCIA But did he get there? MRS GARCIA Did you also remember to take the camera out of the bag? PIERRE Is everything alright? Do you have everything you need? MRS GARCIA Yes, everything is fine. Thank you. PIERRE Now you're ready to take on the day. MR GARCIA Yeah. PIERRE May I ask what you have planed for today? MR GARCIA Sure. We've decided that we're going to visit the Louvre all today, MR GARCIA and if we have time, we'll go see the Eiffel Tower. MRS GARCIA MR GARCIA Carlotta can't wait to see it. PIERRE In that case, may I suggest you go to the front desk and ask for a guide of the Louvre and one of the Eiffel Tower. PIERRE All I need to do now is hope that you enjoy your visit of Paris. MR GARCIA Thank you. MRS GARCIA Yes, thank you. PIERRE Have a nice day. MR GARCIA Thank you. Goodbye. MRS GARCIA Thank you, you too. MRS GARCIA Wow, that's great! MR GARCIA MRS GARCIA do you want to leave now? MR GARCIA yeah. MR GARCIA Hey kids, are you finished yet? CARLOTTA Yes. MR GARCIA Well then, let's go. MR GARCIA Come on. MRS GARCIA We have to go upstairs? MR GARCIA Yeah, I need the camera. KEVIN Good afternoon, Madame. Can I help you with your choice? LA CLIENTE Yes, thank you. I would really like to have fish but I see here that the salmon is served with a saffron sauce. KEVIN Indeed. The sauce has saffron and coriander. Is that why you are hesitating? LA CLIENTE Yes, I don't like saffron. KEVIN I can assure you that the saffron is very subtle and the alliance with the coriander is very refined. LA CLIENTE Really, are you sure? KEVIN Absolutely. I can assure you that our Chef Jerome is a mastered when it comes to spices. LA CLIENTE Yes, I'm sure that you are right. LA CLIENTE However, I think I'd still prefer having the lamb shark. KEVIN It's also an excellent choice. LA CLIENTE Thank you. KEVIN I'll be right back with your order. KEVIN You're right, Saffron has a taste that doesn't please everyone. KEVIN Okay, let's see what else is on the menu that I may recommend KEVIN the halibut filet. LA CLIENTE yes, but unfortunately it's served with saffron rice from what I see. KEVIN How inconvenient. KEVIN In that case, maybe we should consider one of the meat dishes. KEVIN The steak with horseradish sauce is excellent! KEVIN And then there's always the lamb shank. LA CLIENTE Well then, I guess I'll take with the lamb shank. LA CLIENTE It's a shame about the salmon, I was really looking forward to it. LA CLIENTE Oh well, too bad. KEVIN I'll be right back with your order. LA CLIENTE Thank you. KEVIN If your heart is really set on the salmon, I can ask our Chef Jerome if he can adapt it to your taste. LA CLIENTE Are you sure? Yes, that would be wonderful. KEVIN I'll be right back. KEVIN Our Chef Jerome can make you a grilled salmon fillet with herbs and Sechuan pepper. KEVIN And for the side order, do you wish to have the steamed potatoes or would you prefer an assortment of grilled vegetables. LA CLIENTE I would love to try the grilled vegetables. Thank you so much. KEVIN And to go with this dish, may I suggest a regional wine, specially selected for Mercure. It's very light and fresh. KEVIN Maybe you would like to taste it? LA CLIENTE I would love to but I have a very important business meeting this afternoon. KEVIN I completely understand, however I can bring you just a glass for you to taste. LA CLIENTE In that case, I would love to try it. KEVIN I'll bring it right away. You can tell me if you like it. KEVIN Would you like plain or mineral water. LA CLIENTE Mineral water please. KEVIN I'll be right back with your order. LA CLIENTE Thank you. INSERT LA CLIENTE KEVIN And what would you like to drink with that? LA CLIENTE I would like to have some wine but I really don't know what to choose. LA CLIENTE Plus, I have a very important business meeting this afternoon. KEVIN Maybe you should have water. LA CLIENTE well okay. LA CLIENTE A carafe of water, please. KEVIN I'll be right back with your order. KEVIN KEVIN To go with this dish, Stephan, our wine steward, suggests a fruity but powerful wine. LA CLIENTE I think I'll skip the wine, I have an important business meeting this afternoon. KEVIN well, that's fine. LA CLIENTE Thank you. KEVIN Did you enjoy your meal? LA CLIENTE Yes, it was delicious, thank you. KEVIN Can I take away your plate then? LA CLIENTE Of course, go ahead. LA CLIENTE However, I'd like to have another expresso, please. KEVIN I'll bring that to you right away. KEVIN Did you enjoy your meal? LA CLIENTE Yes, all was perfect and very delicious. KEVIN So what did you think of our rhubarb cobbler? LA CLIENTE Excellent. Such a delicious dessert. So light and fresh. KEVIN Would you like some coffee to help you start off your afternoon? LA CLIENTE No thank you. I'm fine like this. KEVIN In that case, all that's left for me to do is wish you a wonderful afternoon and a great business meeting. LA CLIENTE Thank you very much. KEVIN Did you enjoy your meal? LA CLIENTE Yes, it was delicious, thank you. KEVIN Are you finished? Can I take your plate away? LA CLIENTE Go ahead. I won't finish. I can't feel weighed down, I have a very important business meeting this afternoon. KEVIN Yeah, sure, no problem. LA CLIENTE However, please, I'd like another expresso. KEVIN I'll be right back with your coffee. LA CLIENTE Thank you. AMB RALPH I see you are hesitating. Maybe I can be of service? MR SMITH yes, I'm kind of overwhelmed. MR SMITH You have to admit that you have quite a selection of cocktails. RALPH RALPH May I ask you a question? MR SMITH Go ahead. RALPH Where in the world would you like to be right now? MR SMITH At this very minute? MR SMITH I would love to be lost on a deserted island. RALPH in that case, I think I have what you need: RALPH a "stormy weather". MR SMITH I don't remember seeing that on your menu. MR SMITH what is in this cocktail? RALPH Well you won't find it on the menu.It's apersonal creation. RALPH I make in with champagne. RALPH I suppose you like champagne? MR SMITH yes, of course. RALPH May I suggest a few cocktails? MR SMITH With pleasure. I'm lost. I don't know what to choose. RALPH well then,I strongly recommend you try our cocktail: A Knight with a Rose. RALPH Gin, white vermouth, orange juice, just a splash of grenadine, and a drop of Grand Marnier. MR SMITH That's tempting, butI'm afraid that all those ingredients will make it way too sweet for me. RALPH RALPH Well, this promises to be complicated. RALPH a Bloody Mary? MR SMITH I would really have preferred discovering a new cocktail, but MR SMITH fine, why not, let's try out your Bloody Mary. RALPH Okay. RALPH Then put your trust in me and let me surprise you! MR SMITH Well, alright, but just remember that I don't like anything that's too sweet. RALPH How about MR SMITH I'm sorry, I forgot to tell you, I don't like whisky. RALPH no, don't worry, whisky goes great in this cocktail. RALPH You need to trust me and taste it. RALPH I'm sure you'll change your mind. MR SMITH RALPH Just trust me, I'm sure you're gonna love it! RALPH You know, some of my cocktail creations have ended up in recipe books! MR SMITH And how do you go about creating a recipe? RALPH sorry, that's a secret. RALPH MR SMITH And I suppose you're able to remember them all? RALPH yes.But in the end, I only keep the best ones, RALPH like the "stormy weather" for example. MR SMITH which is especially recommended for shady or grumbling old people, right? RALPH Well not only. But I must admit that this cocktail is a real success. RALPH The proof is that I found my cocktail on the menu of a famous Paris bar. MR SMITH Oh really? RALPH And the barman even told me that it was the favorite cocktail of Leonardo Di Caprio. MR SMITH MR SMITH wow! RALPH Just trust me, you're going to love it! RALPH And if you want to know, one of my cocktails is served at the bar of the Hotel Scribe! MR SMITH and how to do go about creating your recipes? RALPH You're gonna laugh. RALPH I usually improvise depending on what my client wants or depending on the circumstances. MR SMITH And you're able to remember each recipe? RALPH Yes, but in the end I only keep the best ones RALPH like the stormy weather, for example. MR SMITH which is especially recommended for shady or grumbling old people isn't that right? RALPH Well not only. RALPH Here. MR SMITH INSERT RALPH Just trust me you're going to love it. RALPH I'm a professional, some of my creations are now in recipe books. MR SMITH and how do you go about creating your recipes? RALPH Sorry, that's a secret. MR SMITH And you're able to remember them all? RALPH Yes, but the problem is that most clients don't know anything. RALPH they have a hard time letting go of the classics. MR SMITH you mean like a Gin-Fizz, or a Mojito, or a Margarita. RALPH That's exactly it! And then there's always the unavoidable Martini Dry for those who think they're James Bond RALPH And I better not forget to put in the olive! MR SMITH MR SMITH RALPH So, how did you like my super cocktail? MR SMITH No doubt about it, it makes youfly away! MR SMITH RALPH That's what it's made for. RALPH I was sure you wouldn't regret it! MR SMITH RALPH So, how did you like my cocktail? MR SMITH No doubt about it, it makes you fly away! RALPH That's what it's made for. RALPH But I wonder if it wouldn't be better with a hint of ginger. MR SMITH No, personally, I don't think so. I think that the spicy taste of the ginger would spoil the drink. RALPH Yeah. RALPH Just a dash of ginger on top. RALPH It would definitely be better than that. RALPH So? MR SMITH RALPH Did you like the cocktail? MR SMITH No doubt about it, it makes you fly away! RALPH That's what it's made for. RALPH I was wondering, do you think I should add something to improve the recipe? MR SMITH The way it is, is pretty good already. MR SMITH But maybe you could add just a dash of ginger to it. I think it would give it a little bit of spiciness. RALPH I like it. That sounds like a great idea. RALPH However, is there anything else I can get for you? RALPH Maybe you'd like another Stormy Weather with just a dash of ginger this time? MR SMITH no, thank you very much, but I will make sure to try it the next time I'm here. RALPH Okay, and it is I who thank you. RALPH and enjoy the rest of your evening. MR SMITH Thank you. RALPH Here you go. MR SMITH KATHERINE F Hello Mister Sorjman. MR SORJMAN Hello. KATHERINE F I'm very happy to welcome you here for your seminar. KATHERINE F Is the conference room installed as you wished? KATHERINE F Is everything you asked accounted for? MR SORJMAN Yes, apparently everything is as I asked:tables set up in a U, the paperboard, the notepads, MR SORJMAN Wait a minute! I don't see the video-projector. KATHERINE F I believe it wasn't on the list of items when the conference room was reserved . MR SORJMAN Well that's impossible because I practically only work with that. KATHERINE F KATHERINE F no, look I was right, the video-projector isn't on the list of items we received. KATHERINE F You see, I have the paperboards, the note pads, the WiFi connection but nothing on the video-projector. MR SORJMAN Yes, okay, I see, but nevertheless, this is a big problem for me. MR SORJMAN You absolutely need to find me a video-projector. MR SORJMAN I have a presentation in less then five minutes. KATHERINE F Okay, butwe're going to have to wait for the technical manager so he can plug it in and that should take at least fifteen minutes. MR SORJMAN Fifteen minutes? KATHERINE F Plus, I'm going to have to invoice you the extra charge. MR SORJMAN Well I don't have a choice, do I. KATHERINE F KATHERINE F I'll be right back. MR SORJMAN Yeah, okay. KATHERINE F MR SORJMAN KATHERINE F KATHERINE F I'm terribly sorry, Mister Sorjman, the video projector isn't reserved for this conference room, KATHERINE F but if you need one, please don't worry, I'm sure I'll be able to find a solution. MR SORJMAN Well, I hope so. How do you want me to work if I don't have one. KATHERINE F Don't worry. At what time does your seminar start? MR SORJMAN In less than a half hour, what can I say. KATHERINE F Okay, here's what we're going to do. KATHERINE F Give me fifteen minutes, we have another hotel not too far away. I'm going to call them and see if they have a video-projector they can lend us. KATHERINE F In the mean time, you might want to join your colleagues who are in the breakroom KATHERINE F and enjoy the light snack we have set up for you. MR SORJMAN Okay. KATHERINE F I'll be right back. MR SORJMAN No problem. Okay, you're really saving the day. MR SORJMAN Thank you. KATHERINE F And I thank you for being so understanding, Mister Sorjman. MR SORJMAN Okay then. MR SORJMAN INSERT KATHERINE F KATHERINE F I'm pretty sure the video-projector wasn't on the list when the conference room was reserved. KATHERINE F Do you need one right away? MR SORJMAN I only always use a video-projector! MR SORJMAN I project templates and-and-and powerpoint files, corporate films. KATHERINE F In that case, what I can do is install a tripod so that you can put your computer on top of it. KATHERINE F Your screen is big enough, I'm sure they'll all be able to follow. MR SORJMAN I hope you're joking! That's impossible! MR SORJMAN You can't read graphics or analyze figures on this, it's-it's much too small! KATHERINE F Well in that case, we have to find another video-projector and that's gonna be real complicated KATHERINE F because they're all being used, because they were already reserved. MR SORJMAN That's the extent of what you have to offer? MR SORJMAN How am I supposed to work! MR SORJMAN My presentation's in five minutes. What do I do? KATHERINE F well, listen,I'llI'll be right back. KATHERINE F MR SORJMAN Yeah, well do your best, as as quickly as possible. MR SORJMAN KATHERINE F KATHERINE F Here you go, Mister Sorjman. All you need to do now is plug in your computer. MR SORJMAN Yes, okay, that only takes a second. KATHERINE F Yes indeed. MR SORJMAN I'm going to tell my colleagues they can come in and be seated. KATHERINE F In that case, I'm off. MR SORJMAN Okay, thank you. KATHERINE F And thank you. Have a nice day. MR SORJMAN KATHERINE F There you go Mister Sorjman, all you need to do is plug on your computer. MR SORJMAN That'll only take a second. MR SORJMAN I'm gonna tell my colleagues they can come in and be seated. KATHERINE F If you don't mind, I would like to test the system and make sure that everything is working correctly. MR SORJMAN Okay, if you'd like. MR SORJMAN just a second, let me open one of my files. MR SORJMAN MR SORJMAN It works. KATHERINE F It works MR SORJMAN Everything's okay. KATHERINE F Perfect. KATHERINE F I'll go tell your colleagues you're ready. MR SORJMAN Thank you again for your help. KATHERINE F Always at your disposal, Mister Sorjman. MR SORJMAN Thank you. INSERT MR SORJMAN KATHERINE F There you go Mister Sorjman, KATHERINE F all you need to do is plug in your computer. MR SORJMAN Okay, that'll only take a second. MR SORJMAN I'm going to tell my colleagues they can come in and be seated. KATHERINE F If you don't mind, I'd like to test the system, KATHERINE F just to make sure that everything is working fine. MR SORJMAN MR SORJMAN I'll justopen one of my files. KATHERINE F That's better. KATHERINE F Perfect, it's working. KATHERINE F Is that your logo? MR SORJMAN yes. KATHERINE F Yeah, it's pretty nice. KATHERINE F Although, I've always wondered why people keep using the same colors. KATHERINE F All company logos look alike, there's nothing different at all. MR SORJMAN You know, I'll be sure to ask our graphic designer because that's a very pertinent question. MR SORJMAN In the meantime, I'm going to try to make up for the time I lost with the video-projector. KATHERINE F I'm out of here, I'll let you work. KATHERINE F Have anice day. KATHERINE F If you have a moment for me, Mister Sorjman, I'd like to get your feedback on how your seminar went. MR SORJMAN ok, but quickly then. KATHERINE F Of course. MR SORJMAN well, except for the video-projector problem that was quickly solve I must say, MR SORJMAN no, all in all, everything was fairly satisfying. KATHERINE F Did you have enough electrical plugs in the room? Did the Wifi connection work correctly? MR SORJMAN Yes, all went well, all went well. KATHERINE F That's wonderful then. KATHERINE F All that's left for me to do is wish you a safe trip home. MR SORJMAN Thank you. MR SORJMAN KATHERINE F if you have a few moments to spare, Mister Sorjman, I'd like to get your feedback on how your seminar went. MR SORJMAN well, well except for the video-projector problem that was solve pretty quickly I must say, MR SORJMAN no, all in all everything was fairly satisfying. KATHERINE F Good, that's really great. KATHERINE F Let me go get you a cart so it'll be easier for you to put away your things. MR SORJMAN well, yes, that'd be great! Thank you very much. KATHERINE F It's something normal for us, we're here to satisfy you. KATHERINE F And speaking of which, do you have any suggestions for us so we might improve our services? MR SORJMAN not off the top of my head but if ever anything comes to mind, I'll be sure to tell you next time. KATHERINE F By the way, do you know if you'll be planning another seminar? I'd be glad to welcome you again. MR SORJMAN No, we haven't planned anything yet, but it'll probably be in six months. KATHERINE F Would you mind if I called you in a few months to see if you've determined a date? MR SORJMAN Yes, please, do. KATHERINE F Perfect.Let me go get the cart for you. I'll be back. MR SORJMAN I'll be here. MR SORJMAN Thank you. MR SORJMAN KATHERINE F Hey, looks like you finally got through your seminar, mister Sorjman. KATHERINE F You must be relieved. MR SORJMAN Yes, especially since the day got off to a bad start. KATHERINE F You're right. That video-projector issue could have been a real problem. MR SORJMAN In any case, thank you for having taken care of it. KATHERINE F Think nothing of it. I'm also here to rectify any of my co-workers mistakes. KATHERINE F Good bye. MR SORJMAN Thank you, good bye. INSERT