酒店专业英语.doc

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Hotel Room Reservation
一、 基本常识（Background information)
无论在中国还是西方国家,人员出差或出访,常常需要事先预订酒店｡一般的预订方式有电话预订､传真预订､网上预订､柜台预订等｡如遇节假日或特殊会议期间, 酒店房源普遍紧张,应尽早预订｡其中最常用的预定方式通常为电话预订。
二、 接待电话预订（make a phone call for room reservation)
订房四大要素：
1.Occupation Time and Departure Time入住和离开时间
2.Room Type 房间类型
2. Number of guests 客人数量
3. Room price房价
4. Guest name and telephone number姓名和电话
三、 电话预订步骤(the steps of making a phone call reservation）
1.Be willing to help 接听电话问好
Can l help you? What can l do for you ?
How can l help you ? May l help you?
Is there anything la can do for you ?
2.For which time?什么时间
When do you need the room? When do you check in?
How long will be staying ?
3.Room type 房型
What kind of room do you want to reserve?(would you like)
标准间standard room 单人间single room
高级套房 superior room豪华套房deluxe room
行政套房 executive room 总统套房presidential room
How many rooms do you want to book?
4.Ask a guest to wait for a minute(查房请对方稍等）
Just a moment,please
5. Number of guests 客人数量
How many guests will there be in your party?
6. Room price房价
What is the rate per night?
The current rate is $150 per night
600RMB per night per room,with breakfast(including）
7. Guest name and telephone number姓名和电话
May l have your name ?telephone number
8. confirmation 确定
You have made guaranteed reservation in Beijing hotel.From...to... For..nights.if you can not arrive at scheduled,please inform us before ...
9. Farewell words 欢送辞
Thank you for calling us.
Thank you for choosing us for your service.
We are looking forward to your coming/serving you.
在正式的英语表达里,疑问基本句型可分为下列四种:
May I ...?
Could you ...?
Would you ...?
Shall I ...?
1) 服务员自己要做什么事时,就使用May I ...?
May I have your name, please?
2) 麻烦客人时,可使用Could you ...?
Could you hold the line, please?
3) 询问客人的喜好或是做什么时,可使用Would you ...?
Would you like to book a double room?
4) 在提供建议协助､征求意见时,可使用Shall I ...? 或Would you like me to do ...?
Shall I make the reservation for you?
Homework
假设你是北京天天酒店的预订员简｡接到了一位客户从大连打来的电话,他将一个人驾车来北京休闲旅游(leisure travel),要预订一间豪华单人间,并先用信用卡保证预订(credit card guaranteed reservation)｡请你和你的同学模拟对话中的角色,准备对话,然后在班上进行口头表演｡要求含有订房的四大要素。

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