实用酒店英语1-1(课堂PPT).ppt

,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,大连理工大学电子音像出版社,Room Reservation,Unit 1,高职高专,旅游与酒店管理类课程规划教材,实用酒店英语（第二版）,大连理工大学电子音像出版社,1,Room Reservation 客房预订,How to receive room reservations 怎样接待客房预订,How to confirm room reservations 怎样确定客房预订,How to make a phone call for room reservations 怎样电话客房预订,Aims of Studying,2,Content,Dialogues,Useful Drills,Tips,Exercises,3,Dialogues,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,应尽早预订预订酒店过程主要包括以下内容:(1)请求预订并说明原因;(2)请对方答复并进行确认通常预订后都要进行确认回复,说明是否满足预订要求,如果不能满足要说明原因,一 基本常识,4,Dialogues,Background Information,客人姓名 Guest Name,登记编号 Code,联系电话 Telephone Number,联系地址 Address,入住人数 Number of Guests,入住时间 Occupation Time,二 预订登记要素,客户基本信息,客户要求,房间种类 Room Type,房间数量 Room Number,价格标准 Price,折扣优惠 Discount,房间要求 Room Demand,房间布置 Decorations,5,Dialogues,Dialogue 1,J:Tiantian Hotel.Room Reservations.Good afternoon.,S:Id like to book a single room for Wednesday next week.,J:Thats fine,sir.A single room for Wednesday,May 9th,with a front view,or rear view?,S:Whats the price difference?,J:A single room with a front view is RMB380 per night,one with a rear,view is RMB330 per night.,S:I think Ill take the one with a front view then.,J:How long will you be staying?,S:Ill be leaving Saturday morning.,Receiving Reservations 接待预订,J=Jane(Receptionist)S=Stephen Nobel(Guest),Translation,6,Dialogues,Dialogue 1,J:That will be three nights,sir.And your name please?,S:Its Stephen.S-t-e-p-h-e-n.,J:Thank you very much.What time do you expect to arrive,sir?,S:Oh,around 3 p.m.I suppose.,J:Id like to confirm your reservation.A single room with a front view at,RMB380 per night for three nights from Wednesday,May 9th to Saturday,May 12th.My name is Jane and we look forward to seeing you next,Wednesday.,S:Good.That has been settled then.Good-bye.,J:Good-bye.,Translation,7,返回,Dialogues,J=Jane(Receptionist)S=Stephen Nobel(Guest),J:下午好,天天酒店房间订房处,S:我想预订一间下周三的单人房,J:好的,先生一间下周三的单人房,5月9日,您要临街的房间还是不临街的呢?,S:价钱有什么不一样吗?,J:临街的单人房每天是人民币380元,不临街的单人房每天是人民币330元,S:那我要一间临街的单人房吧,J:您打算在这里住多长时间呢?,S:我将在星期六早上离店,J:先生,那应该是三个晚上,请告诉我您的名字,S:我叫 Stephen.S-t-e-p-h-e-n.,J:谢谢您您什么时间会入住呢?,S:我想大约是下午三点钟吧,J:我想再一次确定一下您的预订您要预订一间时间从5月9日星期三到5月12日星期六共三个晚,上,价钱为人民币每晚380元的临街单人间我的名字是简,我们期待下个星期三见到您光临,S:好的,一切都办妥了,再见,J:再见,接待预订,8,Dialogues,Dialogue 2,J:Good afternoon.Welcome to Tiantian Hotel,May I help you?,S:I want a double room with a bath.How much a day do you charge?,J:It is one hundred and fifty Yuan a day including heating fee but excluding,service charge.,S:Its quite reasonable.,J:How long do you intend to stay in this hotel?,S:For three nights.,Reservations for a Friend 代朋友预订,J=Jane(Receptionist)S=Stephen Nobel(Guest),Translation,9,Dialogues,Dialogue 2,J:May I see your passport,please?,S:Oh,yes,Im going to fill in the registration form right now.Can I book a single,room for my friend as he will arrive in Beijing tomorrow morning?,J:Sure.Here is the form for reservations.Would you mind filling in this form and,paying one hundred Yuan in advance for him?,S:All right.Here is one hundred Yuan.,J:Thank you.Here is a receipt for paying in advance.Please keep it.,Translation,10,返回,Dialogues,J:下午好,欢迎光临天天酒店我能为您做些什么?,S:我想订一间带有浴室的双人房请问你们每天的房价是多少呢?,J:每天是人民币150元,包括取暖费,但不包括服务费,S:这个价钱很合理,J:您打算在我们酒店住多长时间呢?,S:三个晚上,J:我可以看一下您的护照吗?,S:哦,可以,我现在就填写登记表我朋友明天早上就会到达北京,我可以代他预订一间,单人房吗?,J:当然可以这是预订登记表您是否介意帮您的朋友填写这个表格,并且先垫付人民,币100元呢?,S:好的,这是垫付的100元,J:谢谢这是您垫付金额的收据,请保存好,代朋友预订,J=Jane(Housekeeper)S=Stephen Nobel(Guest),11,Dialogues,Dialogue 3,J:Room Reservations.Good morning.May I help you?,S:Yes,I have some friends coming to China and they want me to book them a,triple room for October 9th.,J:Just a minute,please.Im sorry,sir.Were fully booked up on that date.,S:Oh,thats too bad.,J:Im sorry,were rather full at the moment.Can I recommend you to another,hotel?,S:Yes,thanks.,J:OK.I would suggest that you try the Tiandi Grand Hotel.,We Are Fully Booked 客房已满,J=Jane(Receptionist)S=Stephen Nobel(Guest),Translation,12,Dialogues,Dialogue 3,S:Do you mind telling me what Tiandi Grand Hotel is like?,J:Well.It is one of the biggest hotels in this city.It is rated as a four-star hotel.It,is as comfortable as ours.And it is also as convenient as ours.Furthermore,you can go shopping near the hotel.,S:Thank you.It is very kind of you,J:Its our pleasure.,S:And can you tell me the phone number of Tiandi Grand Hotel?,J:Of course.The phone number of Tiandi Grand Hotel is 010-68687878.,S:I really appreciate your help.See you.,J:You are welcome.Thank you for your calling.See you.,Translation,13,返回,Dialogues,J=Jane(Receptionist)S=Stephen Nobel(Guest),J:早上好,订房部我能为您做些什么呢?,S:我有几个朋友要来中国,他们想让我帮忙预订一间10月9日的三人房,J:请稍等一下先生,很不好意思那天的客房都已经预订满了,S:哦,那太糟糕了,J:真的很抱歉我们那个时间客房都预订满了我可以为您推荐另一家酒店吗?,S:好的,谢谢了,J:我想给您推荐天地大酒店,S:您能告诉我天地大酒店的情况吗?,J:好的它是我们城市里最大的酒店之一它被评为四星级的酒店它和我们酒店一样舒适,还有,和我们酒店一样交通很便利而且,您还可以在酒店附近进行购物,S:谢谢你了你真的太好了,J:不用客气的,S:你可以告诉我天地大酒店的电话号码吗?,J:当然可以的,天地大酒店的电话号码是010-68687878,S:我真的很感谢您的帮助再见,J:不用谢谢谢您的来电再见,客房已满,14,Dialogues,New Words and Expressions,单人房,a single room,背面,rear view,期待,look forward to,排除,exclude v.,推荐,recommend v.,而且,此外,furthermore ad.,正面,front view,确认,confirm v.,解决,settle v.,三人房,a triple room,方便的,convenient a.,感激,appreciate v.,15,Useful Drills,(注:表示此话为客户所说),I How to greet walk-in customer or customers on phone,接待上门预订或接听预订电话,早上好我是订房部的Jane有什么可以帮到您的吗?,Good morning.Reservations.Jane speaking.Can I help you?,下午好欢迎光临天天酒店!有何吩咐呢?,Good afternoon.Welcome to Tiantian Hotel,May I help you?,我想要订一间下周三入住的单人房,Id like to book a single room for Wednesday next week.,我想为我朋友预订一间双人房,Id like to book a double room for my friend.,16,Useful Drills,II How to get information from the customers 如何从客户处获取信息,您打算住多久呢?,How long will you plan to stay?,您打算住多久呢?,How long will you be staying?,请问您是哪位?,May I know who Im talking with?(Making a phone),请问您要哪种房型?,What type of room do you require?,请问您要订多少间房呢?,How many rooms will you require?,请问您的名字/电话号码?,May I have your name/telephone number,please?,如何与您联系呢?,May I have the way to contact with you?,请问要以谁的名义来订呢?,Who is the booking for?,17,Useful Drills,III How to offer and get room rate 怎样提供和获知房价,一间双人房要多少钱呢?,How much does a double room cost?,每天收费多少?,How much a day do you charge?,有优惠/折扣吗?,Can I get a discount?,每天380元,送早餐,RMB380 per night,with breakfast.,我们有标准/豪华双人房,每天每间350元,We can do a standard/deluxe double room for RMB350 per night.,双人对床房,每间每天600元,We charge RMB600 for a deluxe twin per night.,如果起订5间房,房价可以享受20%的优惠,The price/rate for a minimum of 5 rooms is 20 percent off.,对不起,我们不提供折扣,Im sorry,there is no discount.,儿童可以减价,Theres a reduction for children.,我们已经将价格降至最低限度了,We have already cut the price very fine.,18,Useful Drills,IV Confirm and register确认和登记,V Booked up订房已满,我可以看看您的护照吗?,May I see your passport,please?,请您填写这张登记表好吗?,Would you please complete this registration form?,你有身份证吗?,Have you got any identification?,对不起,我们酒店那一天的客房全部订满了,Im afraid our hotel is fully booked on that date.,您要的那一日房间已经确认了我们期待为您服务,Your room is confirmed for that day.We look forward to serving you.,很抱歉,我们没有空房,Im sorry,but were booked up.,对不起,我们现在没有空房,Im sorry,but we have no vacancies at the moment.,很抱歉,所有的客房都已经订满了,Im sorry,but all rooms are taken.,19,Tips,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.?,1.四种疑问基本句型,只要理解这四种基本的句型,就可以处理大部分业务上的状况,1)服务员自己要做什么事时,就使用May I.?,请问尊姓大名?,May I have your name,please?,请问您的国籍是哪里?,May I know your nationality,please?,请让我看一下您的护照好吗?,May I see your passport,please?,请问您什么时候结账离开?,May I have your check out time,please?,20,Tips,1.四种疑问基本句型,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.?,请您填写这张表格好吗?,Could you fill out the form,please?,请您写下来好吗?,Could you write that down,please?,请不要挂电话好吗?,Could you hold the line,please?,2)麻烦客人时,可使用Could you.?,3)询问客人的喜好或是做什么时,可使用Would you.?,请问您要订一间双人房吗?,Would you like to book a double room?,请问您要喝茶还是咖啡?,Would you like tea or coffee?,请问您介意坐在这里吗?,Would you mind sitting here?,请问要我为您安排预约吗?,Shall I make the reservation for you?,请问要我为您画一张地图吗?,Shall I draw you a map?,21,Tips,2.房间的类型,按房间的床位数量与大小来分,可以分为以下类型:,房型,房内床位数,每间客人数,单人房(Single),双人房(Double),双人对床房(Twin),套房(Suite),房内分两区:卧室和休息室,卧室内放置一张特大双人床,22,Tips,2.房间的类型,按房内装修程度来分,可以分为以下类型:,标准单人房,Standard single,标准双人房,Standard double,标准双人对床房,Standard twin,高档单人房,Superior single,高档双人房,Superior double,高档双人对床房,Superior twin,豪华单人房,Deluxe single,豪华双人房,Deluxe double,豪华双人对床房,Deluxe twin,套房Suite,23,Tips,3.酒店的星级划分,一星宾馆,one-star(economy)hotel,二星宾馆,two-star(some comfort)hotel,三星宾馆,three-star(average)hotel,四星宾馆,four-star(high comfort)hotel,五星宾馆,five-star(deluxe)hotel,24,Tips,4.接待有保证的预订,接待有保证的客房预订(Receiving a Guaranteed Reservation)是通过以下方式来完成的:,1)预收款(Prepayment)保证预订:客人提前支付足额房费,2)信用卡(Credit Card)保证预订:记下客人的信用卡号码,如果客人没有按预订要,求来酒店使用客房,酒店可以向持卡人收取费用这是一种最常见的预订方式,3)押金(Advanced Deposit)保证预订:客人提前支付一天的房费,4)合同/协议(Contract or Agreement)保证预订:酒店与公司有协议在先,无论公司,预订客房是否被使用,房费由公司承担,25,Exercises,Exercise I:Complete the following dialogue according to the Chinese,in brakets,and then read it in roles.,J=Jane(Receptionist)S=Stephen Nobel(Guest),J:,(早上好,我是订房部的简,有什么可以帮到你吗?),S:This is Stephen Nobel calling from America.,(我想要订一间房),J:,(好的,诺贝尔先生您打算住多久呢?),S:Four nights,please.,J:(你要订哪天的房呢?),S:From August 10th to 13th.,Good morning.Reservation.Jane speaking.Can I help you?,_,Id like to reserve/book a room.,_,Yes,Mr.Nobel.How long will you be staying in this hotel?,_,For when?,_,26,Exercises,Exercise I:Complete the following dialogue according to the Chinese,in brakets,and then read it in roles.,J:For four nights.,(您打算要哪种房型,)Mr.Nobel?,S:Id like to book a double room for myself and my wife.Whats the rate?,J:,(标准双人间每天320元,豪华双人间每天360元),(您要哪一种?),S:Ill take a standard double room.It is about 40 US dollars per night,isnt it?,J:Yes,Mr.Nobel,a standard double room,(时间是从八月10日至13日)Am I correct?,S:Yes,you are right.,What kind of room would you like,_,Its RMB320 for a standard double and RMB360 for a deluxe double.,_,Which one do you like?,_,from August the 10th to August 13th.,_,27,Exercises,Exercise I:Complete the following dialogue according to the Chinese,in brakets,and then read it in roles.,J:你们几点钟到酒店呢?,S:大约下午5点,J:Yes,Mr.Nobel.We will pick you up at the airport.,(我们要怎样联系你呢?),S:You can call my friends number,13913813713.He will also greet me at the,airport that day.So you can find me.,J:(感谢您的来电,)Mr.Nobel.,(期待您的光临)Goodbye.,S:Thats fine.Thank you.Goodbye.,What time will you be arriving?,_,Around 5 p.m.,_,How can we contact you?,_,Thank you for calling,_,We are looking forward to your coming.,_,28,Exercises,Exercises II:Make up a dialogue based on the following situation and role-play,it to the class.,1.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,Answer,29,Exercises,Exercises II:Make up a dialogue based on the following situation and role-play,it to the class.,2.假如你是一家电器公司的经理,你们公司打算在12月22日在北京举办庆祝公司成立,十周年的会议,会后打算下榻北京天天酒店,先致电天天酒店预订部,要求订50间标准,双人房,10间豪华双人房,2间套房,时间从12月22日至25日,共4天请你和你的同学,模拟对话中的角色,准备对话,然后在班上进行口头表演,Answer,30,返回,Exercises,J=Jane(Receptionist)S=Stephen Nobel(Guest),J:Room Reservation.Can I help you?,S:Yes,I am calling from Dalian City.I will make a leisure travel to Beijing next,week.So I want to book a room at your hotel.,J:Thats wonderful.For which date,please?,S:From September 9th.,J:For how many nights?,S:For two nights.,J:How many guests will there be in your party?,S:Just my wife and myself.,J:What kind of room would you prefer?A single or a double?,S:A single,please.,J:Could you hold the line,please.Ill check the listThank you for waiting,sir.,We have a single room at RMB 150 and another at RMB 180.Which one,would you prefer?,S:Id like to take the RMB 180.,31,返回,Exercises,J=Jane(Receptionist)S=Stephen Nobel(Guest),J:Do you wish to guarantee the room?,S:Yes,I need to.,J:Will that be your credit card or will you pay in advance?,S:My credit card,please.,J:May I know the type of card and the number?,S:Yes,its Visa.The card number is 4635 1110 3334 5566,expiration date is,Dec.10th,2010.And my name is Stephen Nobel.,J:Thanks.Mr.Nobel.One single room arriving on September 9th and leaving on,September 11,th,in name of Mr.Stephen Nobel.The rate for the room is RMB,180 per night.This is a guaranteed reservation and will be held for you.Your,credit number is 4635 1110 3334 5566.Am I correct?,S:Yes,thats correct.Thank you for your help.Goodbye.,J:Goodbye.We are always at your service.,32,返回,Exercises,J=Jane(Receptionist)S=Stephen Nobel(Guest),J:Good morning.Reservations,Jane speaking.May I help you?,S:Good morning.This is Stephen Nobel from Dalian Electrical Company.Our,company is going to give an anniversary in Beijing on December 22nd.Please,reserve 50 standard double room,10 deluxe double room,2 suites.,J:When is that for,please?,S:Four nights.From December 22nd through December 25th.,J:Please hold the line one moment.I see your company has an arrangement with,this hotel for all types of room.We will give you a discount at 40%.,S:OK.Thatll be fine.,J:What time will you be arriving?,S:We will arrive at 2,00 p.m.on December 22nd.,J:OK.We will make a perfect arrangement for your company.,S:Thank you very much.See you.,J:Goodbye.,33,Thank You!,高职高专,旅游与酒店管理类课程规划教材,大连理工大学电子音像出版社,34,