酒店英语Room-Reservation.ppt

单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,*,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,*,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,*,饭店,英语,Hotel,English,Room reservation,Hotel,The Front of the House,The Front Desk/Office,The Back of the House,Departments in hotel,Housekeeping Department,Food&Beverage Department,Human Resources Department,Recreational Department,Financial Department,Sales Department,Security Department,Engineering Department,The Front Office Service,Often provides first and last impression.Often has longest contact with guest.There are different parts in the front office of a hotel.The front office staff seem to“do it all”-,store/deposit guests valuables,deliver mails and messages,exchange,Reservation,Reception,Cashier,Complaints,Business,Information,Phone calls,Deliver Baggage,meet and greet guests,issue keys and other security arrangements,provide services when customers asked,Room Reservation,Reception Desk,Information Desk,Concierge,Switch Board,Cashier,Organization of Front Office,the first connection between guest and the hotel.,can be made face to face,over the phone;through e-mail,fax,or letter;by guests themselves or a third party,Confirmation is necessary,and required.,can be changed or cancelled with advanced notification.,With the development of the internet,there is a tendency to build a network connecting hotels,airlines as well as some travel agencies.,Introduction,Room reservation,Unit One,Room Reservation,Part 1 Handling a Reservation,Part 2 Confirming or Adjusting a Reservation,Part 3 Fully Booked,Part4 Cancelling a reservation,Room Reservation,Part 1,Handling a Reservation,Task 1 Speaking,Task 2 Listening,Task 3 Role-play,Learning Objectives,Get familiar with the procedures of handling room reservations,Memorize the useful expressions in room reservation,Role play the dialogues,Clerk,员工,Client/guest,顾客,Receptionist,接待员,Book/Reservation,预订,Confirm/Confirmation,确认,Cancellation,取消,Arrival date,抵店日期,Departure date,离店日期,Full name,全名,Free of charge,免费,Words,Single room,单人间,Double room,双人房,Twin room,标准间,Triple room,三人间,Suite,套房,Deluxe suite,豪华套房,Presidential suite,总统套房,Room change,房价,Special rate,优惠价,Service charge,服务费,Discount,折扣,Making Reservations,over Phone,C:Good,morning.Room Reservations.May I help you?,G:,Yes.Id like to reserve a,room,.,C:,Thank you.For which date,?,G:,From January,5th.,C:For,how many nights,?,G:,For four nights,.,C:,How many guests will there be in your,party?,G:,Just my wife and myself.So I prefer a,double,please.,C:Hold the line,please.Ill check our room availability for those days.Thank you for waiting,we have a,double at,RMB 1,000 and at RMB 1,500.Which would you prefer?,C:clerk G:guest,Task 1 Speaking,Task 1 Speaking,G:Ill,take the one at RMB1,500.,C:,Certainly.May I have your name and initials,please?,G:Yes,its Tom Cruise T.C.,C:Mr,.Tom Cruise.May I have your phone number,please?,G:Yes,the number is 010-8207360.,C:What,time do you expect to arrive,sir?,G:Oh,around 7 p.m.,I suppose.,C:Id,like to confirm your reservation.a,double room,for Mr.and Mrs.Cruise at RMB1,500 yuan per night for four nights from January 5th to 9th.My name is Mary and we look forward to serving you.,Responses,Asking information,?,1.For which date？,2.For how many nights?,3.Which kind of room would you prefer,a double or a single?,4.Could you give me your name,please?,5.May I have your telephone number,please?,ANSWER,Asking Information,1.For which date？,2.For how many nights?,3.Which kind of room would you prefer,a double or a single?,4.Could you give me your name,please?,5.May I have your telephone number,please?,From January 5,th,.,For four nights.,A double room.,Yes,it,s Tom Cruise.,Yes,the number is 010-8207360.,Speaking Time,Task 1 Speaking,Task 2 Listening,Listening practice,Listen and write down what you heard.,1.Sorry,sir.We dont have your reservation.,2.May I have your credit card number?,3.What type of room would you like?,4.How many guests will there be in your party?,5.,Task 3 Role-paly,Mr.Smith is calling to make a reservation for a Double Room for his colleague,Mr.Terry Thompson,who is arriving in China with his wife on October1.,Reservation for others,Good morning.Room Reservations.May I help you.,Yes,Id like to reserve a room.,Task 3 Role-play,Tips,greet the guest,telephone number,name,room types,date of arrival and departure,Task 3 Role-play,R:Good,morning.Room reservation.May I help you?,G:,Yes,Id,like to reserve a room for a colleague.,R:Thank,you,sir.Which date would that be?,G:For,one week.From October 1 to 7.,R:Which,kind of room do they want?,G:A,double.Hell be accompanied by his wife.,R:Could,you hold the line,please?Ill check our room availabilitythank you for waiting.Im afraid we have no double rooms,but we do have some twin rooms at RMB1,000 and RMB1,500 available.,G:The one at RMB1,500 sounds fine.,Example dialogue,Task 3 Role-play,R,:Certainly,sir.May I know the name of your colleague and his wife.,G:Mr.and Mrs.Terry Thompson.,R:Thank you.May I have your name and telephone number,please?,G:Yes,its 820730,extension 1301.I work in IBM China.My name is Bill Smith.,R:Do you know their flight number and arrival time.,G:Yes,its Pan American Flight#009.his flight arrives at 2 p.m.,ao he should be there by 5 p.m.at the earliest.,R:Thank you very much.My name is Mary.If you have any further enquiries,please dont hesitate to contact me.We look forward to serving your colleague.,Example dialogue,Making Reservations,for,a Group,R,:,Fortune,Hotel,.Reservations.May,I help you?,G,:,Yes.My,name is Bill Richard calling from the International Trading Company.Id like to reserve rooms for my group.,R:,What,rooms do you prefer?,G,:,We,have30 people.Fifteen twin-bed rooms with a bath,please.,R:,For,which dates,Mr.Richard?,G,:,From,January 22 to 24.,R:,Just,a moment,please.Fifteen,TWBs for January 22,23 and 24.Yes,we,still have,those rooms,available.,R=Reservation Clerk G=Guest,Extension Topic,G,:,Then,how much do you charge?,R:,600,yuan,RMB.,G,:,Fine.One,more thing,may we use the hotel meeting room during our stay in your,hotel?We,are to have a meeting on the afternoon of January 23,from 3:00 p,.m,to 5:00 p.m.,R:,No,problem.We can make it for you,but we charge 400 yuan RMB per hour for the use of the hotel meeting room.,G,:,Oh,I,see.Any discount?,R,:,There,is a 15 percent discount.And,well send,you a confirmation by fax within five,days.,May I know your fax number,please,?,G,:,You,may fax at 69691818.,R,:,Thank,you,Mr.Richard,.,Extension Topic,Review,The Procedures of Reservation,1,2,5,3,4,6,7,Greeting,Reservation Information,arrival date,departure date,length of staying,room type,Number of rooms,number of guests,Reservation record,fill out the reservation card,Guest information,guest name,name of group,contact name,telephone number,Confirm,accept,confirm,Wishes,express your wishes,Searching,available room,needed room,(Room)Reservations.Can I help you,？,Which kind of room would you like?,When would you like your room,sir?,For which date?,How many nights,please?,How long do you plan to stay?,How many guests will there be in your party?,How many people in the room for?,Could you hold the line please?,May I have your credit card number?,Useful Expressions,Could/may I have your name/address/telephone number?,Ill check if we have vacancy.,A single room is 90$per night,with a 10%service charge.,We have special rates today.,We have twins at US$120 and US$180 per night.,We offer a 10%discount for group reservation,sir.,We will need an advance deposit of$180.,I can book you a double room for.(date),I m afraid we have no single room available as it is peak season.,We are looking forward to serving you.,Useful Expressions,Room Reservation,Part 2,Confirming or Adjusting a Reservation,Task 1 Speaking,Task 2 Listening,Task 3 Role-play,Task 1 Speaking,R:,AIB,Hotel.Good morning.May I help you?,B:,Yes,.This is Adrien Brody.Id like to make an adjustment of my reservation.,R,:,Certainly,Mr.Brody.May I have the date of your reservation,please?,B:,It,is on April 18th,for 5 nights.My flight to Beijing extends to 23rd because of the,company arranging,.So I have to stay in the hotel for one more night until the 23rd,.,Adjusting,Reservations,over Phone,Mr.Brody(B)calls AIB Hotel to adjust his reservation.The Telephone rings and a receptionist(R)answers the phone.,Task 1 Speaking,R:,Could you hold on a second,please?Ill check our reservation record,Mr.Brody.(After a while)Yes,Mr.Brody.You can have the twin room for 6 nights from April 18th to 23rd.,B:,Thats great.Thank you.,R:,You are welcome.We are expecting to see you soon.,1.Questions about the conversation,A:Why does the caller have to revise the reservation?,His traveling schedule has to change according to the companys arranging,so he called to revise the reservation.,B:What does the reservationist ask to know the date of the reservation?,In order to find the reservation record quickly,the reservationist wants to know the date.,Task 2,Activities,Task 3 Role-play,Mr.Green is calling to revise a reservation.He booked a twin rooms from next Monday to Wednesday.,Room Reservation,Part 3,Fully Booked,Task 1 Speaking,Task 2 Listening,Task 3 Role-play,Task 1 Speaking,R:Good afternoon.This is Room Reservation.May I help you?,W:Yes.Do you have a single room for seven nights from September 1st to 7th?,R:Just a moment,please,.I,am sorry,sir.We,are fully booked in that period.,W:Oh,thats too bad.,R:Is it possible for you to change your reservation date?,W:No,Im afraid not.,R:Would you like us to put you on your waiting list and call you in case we have a cancellation?,W:That sounds good,but if you do have any cancellations,could you let me know as soon as possible?,Fully Booked,Mr.Wang(W)calls Beijing Hotel.The Telephone rings and a receptionist(R)answers the phone.,Task 1 Speaking,R:Sure,.Besides,you can check on the Internet to see if you have the reservation.We have a global reservation system through the Internet.Our web site is.,W:Thank you.Thats very kind of you.By the way,could you please recommend me another hotel which is close to your hotel?Just in case.,R:Certainly.Id suggest that you may try Beijing International Hotel.,W:Do you know the rate for a single room there?,R:Well,the same with our hotel.It is US?100 per night.,W:I see.Do you know the telephone number?,R:Yes,its 010-5679-3243.Shall I call the hotel for you now?,W:No,thank you very much.I really appreciate your help.Goodbye.,R:Goodbye.Thank you for calling.,1.Questions about the conversation,If a guest calls to make a reservation when your hotel happens to be fully booked,what advice would you give to the guest?,You,can give some advice as,follows:,Suggest other type room that is,available;,Put,the guest on waiting list if,allowed;,Change,the arrival time if,possible;,Advise,other hotels;,Activities,Task 2,Sorry,we are over-booking.,A.Mr.Black would like to book a double room from March 4 to 7.Unfortunately the hotel is fully booked for those days.The reservationist booked a double room from a nearby hotel for Mr.Black.,B.Mr.Zhu is calling to reserve 10 double rooms for a group from August 4 to August 9.Unfortunately,there are not enough double rooms in the hotel.,Task 3 Role-play,Room Reservation,Part 4,Cancelling a reservation,Task 1 Speaking,Task 2 Listening,Task 3 Role-play,Task 1 Speaking,R:Room Reservation,May I help you?,B:Yes.Id like to cancel a reservation,because the meeting schedule has been delayed.,R:Thats OK.Could you tell me under whose name the reservation was made?,B:Its under my name,B-L-A-C-K.,R:And what was the date of the reservation?,B:From January 16th for three nights,.,R:Excuse me,but is the reservation for you or for another party?,B:For myself.,Cancelling a reservation,Mr.Black(B)calls Beijing Hotel to cancel his reservation.The Telephone rings and a receptionist(R)answers the phone.,Task 1 Speaking,R,:Thank you,Mr,.Black.Ill,cancel the reservation under you name-BLACK for January 16th for three nights.But Mr,.Black,would you like to make another reservation for another date now?,B:No,thank you,.Ill,do it when the schedule settles down.,R:All right,Mr,.Black.Glad,to be of service.,B:Thank you for your kindness.,R:Its my pleasure,.Goodbye.,Task 2,1.Questions about the conversation,A.Whats the difference between the twin room and the double,room?,The,twin room is equipped with two twin-size bed.And the double room a double-size room,.,B.Try to explain the difference between unguaranteed reservation and guaranteed reservation.,For the unguaranteed reservation,hotels only hold the room by 6 p.m in peak time.,Activities,Task 3 Role-play,Miss Cage has booked a double room from March 4 to 7.Unfortunately the travel agency changes the schedule,so she has to cancel the reservation.The receptionist accepts the cancellation.,Work in pairs,Thanks,for Your Attention!,