實(shí)用酒店英語(第三版)unit1客房預(yù)訂復(fù)習(xí)過程

Unit1RoomReservations客房(kèfánɡ)預(yù)訂LearningObjectivesLearnhowtoreceiveroomreservations;學(xué)會(xuéhuì)怎樣接待客房預(yù)訂；Learnhowtochangeroomreservations;學(xué)會(xuéhuì)怎樣更改客房預(yù)訂；LearnhowtomakeareservationontheInternet.學(xué)會(xuéhuì)怎樣進(jìn)行網(wǎng)絡(luò)客房預(yù)訂。第一頁，共34頁。第二頁，共34頁。第三頁，共34頁。第四頁，共34頁。第五頁，共34頁。（2）前臺常用(chánɡyònɡ)詞匯第六頁，共34頁。J=Jane(Receptionist)

S=StephenNobel(Guest)J:Goodafternoon,Reservations.CanIhelpyou?S:ThisisStephenNobel.I’dliketoreservearoomformyfriends.J:Oh,Mr.Nobel.Whattypeofroomdoyouprefer?S:Adoubleroom,please.J:Forwhichdates?Andhowmanyguestswillbearriving?S:FromMay20thtoMay22nd.Twopersons.J:Holdon,please.OnedoubleroomfromMay20thtoMay22nd.Yes,westillhaveroomsavailable.TheratewillbeRMB680yuanpernight.S:OK,that’sfine.J:CanIhaveyourguests’names,please?S:JohnWhiteandhiswife.Canyougiveusaspecialratesinceoursisacompanybooking?J:Thereisa25%companydiscount.S:Great.Withorwithoutbreakfast?J:Theroomrateincludesfreebreakfast.Howwouldyouliketomakethepayment,sir?S:MyVisaCard.Thecardnumberis6235669545852695.J:Thankyou.Howwilltheybearriving?S:Byair.Doyouofferairportpick-upservices?J:Yes.Whatistheirflightnumber?S:FlightKW760,arrivinginBeijingat1:00p.m.onthe20th.J:OK,ourhotelshuttlebuswillpickthemupattheairportwhentheyarrive.S:Thankyou.Goodbye.J:You’rewelcome.Goodbye,Mr.Nobel.Dialogue1ReceivingReservation接待(jiēdài)預(yù)訂第七頁，共34頁。J=Jane(Receptionist)

S=StephenNobel(Guest)J:Goodmorning,RongjiangHotel,Janespeaking.S:Hello,mynameisStephenNobel.IneedtocancelmyreservationfornextFriday,July12th.Canyouhelpmewiththat?J:Ofcourse.Couldyoutellmeyournameandthereservationnumber,please?S:It’sStephenNobelandthereservationnumberisRJ7638HT.J:Mr.Nobel,that’sfine.I’vecancelledyourreservationforyou.S:That’sgood.J:There’snocancellationchargebecauseyou’vecancelledwithinour48-hourcancellationdeadline.S:Good.J:Wouldyoulikemetosendyouaconfirmationemail?S:Yes,please.Thankyouandgoodbye.J:Bye.Dialogue2ReservationChanges預(yù)訂(yùdìng)更改第八頁，共34頁。J=Jane(Receptionist)

S=StephenNobel(Guest)J:Goodafternoon,Reservations.MayIhelpyou?S:Hello,thisisStephencallingfromAmericaSteelCompany.I’dliketoknowifyouhaveroomsavailableforthenightsfrom18thSeptemberto23rdSeptember.Wearegoingtohaveabusinessfair.J:MayIaskhowmanypeopletherewillbeintheparty,sir?S:Tenpersons.J:Whatkindofroomswouldyouliketoreserve,sir?S:Onesuiteandninesingle.J:Justamoment,please,sir...yes,wehaveroomsavailablethen.Sothat’sonesuite,ninesingle,arrivingonthe18thofSeptemberandcheckingoutonthe23rd.AmericaSteelCompany.S:That’sright.Well,isthereaspecialrateforagroupreservation?J:Yes,wecanofferyoua20%discount.Bytheway,couldyoutellmehowyouwillbesettlingtheaccount,please?S:Thecompanywillcoveralltheexpensesandwe’llsendyouachecksoon.J:Thankyouforcalling,sir.Welookforwardtowelcomingyou.Dialogue3ReceivingaCorporateReservation接待公司團(tuán)體(tuántǐ)預(yù)訂第九頁，共34頁。第十頁，共34頁。(注：★表示(biǎoshì)客戶用語)1.HowtoGreetWalk-inCustomersorCustomersonPhone如何接待上門顧客或電話預(yù)訂(yùdìng)顧客Goodmorning,Reservations.Janespeaking.CanIhelpyou?早上好。我是訂房部的Jane。有什么可以幫到您的嗎？Goodafternoon.WelcometoTiantianHotel!MayIhelpyou?下午好。歡迎光臨天天酒店！有何吩咐呢？★I’dliketobookasingleroomforWednesdaynextweek.我想要訂一間下周三入住的單人房?！颕’dliketobookadoubleroomformyfriend.我想為朋友預(yù)訂(yùdìng)一間雙人房。第十一頁，共34頁。(注：★表示(biǎoshì)客戶用語)2.HowtoGetInformationfromtheCustomers如何從客戶處獲取信息Howlongwillyouplantostay?您打算(dǎsuàn)住多久呢？Howlongwillyoubestaying?您打算(dǎsuàn)住多久呢？Whichdatewouldthatbe?/Forwhichdate?請問要訂什么時候的？Whattypeofroomdoyourequire?請問您要哪種房型？Howmanyroomswillyourequire?請問您要訂多少間房呢？MayIhaveyourname/telephonenumber,please?請問您的名字/電話號碼是?Howmanyguestswilltherebeinyourparty?您一行有多少人？MayIhaveyourairlineandflightnumber,please?請告訴我您搭乘的航空公司和航班號碼好嗎？第十二頁，共34頁。(注：★表示客戶(kèhù)用語)3.HowtoOfferandGetRoomRate怎樣提供和獲知房價★Howmuchdoesadoubleroomcost?一間雙人房要多少錢呢？★Doesthepriceincludebreakfast?這個價錢包括早餐嗎？RMB380pernight,withbreakfast.每天380元，送早餐。WehaveadoubleatRMB800andRMB1,000available.Whichonewouldyouprefer?我們有價位人民幣800元和1000元的大床房，您喜歡哪一種呢？WechargeRMB600foradeluxetwinpernight.雙人豪華房，每間每晚人民幣600元。Theprice/rateforaminimumof5roomsis20percentoff.如果起訂5間房，房價可以享受20％的優(yōu)惠。I’msorry,butthereisnodiscount.對不起，我們不提供折扣(zhékòu)。Weofferspecialratesforyourcompany,sir.Forasingleroom,thereisa15%discount.我們酒店為貴公司提供特價，先生。單人房可以打8.5折。Wehavealreadycutthepriceveryfine.我們已經(jīng)將價格降至最低限度了。第十三頁，共34頁。(注：★表示(biǎoshì)客戶用語)4.ConfirmandRegister確認(rèn)和登記Isthisanewreservationoraconfirmationcall?您這個電話是新的預(yù)訂，還是(háishi)確認(rèn)預(yù)訂呢？Yourroomisconfirmed./Yourreservationisconfirmed.您的預(yù)訂已經(jīng)得到確認(rèn)。Wouldyoupleasecompletethisregistrationform?請您填寫這張登記表好嗎？ShallImakeareservationforyounow?我現(xiàn)在為您預(yù)訂好嗎？Inwhosenamewasthereservationmade?這項(xiàng)預(yù)訂是用誰的名字訂的？Yourroomisconfirmedforthatday.Welookforwardtoservingyou.您預(yù)定日期的房間已經(jīng)確認(rèn)了。我們期待著為您服務(wù)。第十四頁，共34頁。(注：★表示客戶(kèhù)用語)5.BookedUp訂房已滿I’mafraidwehavenotwinroomsavailable,butwecanofferyouadoubleroom.我們恐怕沒有空余的雙床間了，但是可以提供您一個(yīɡè)大床房間。I’msorry,butwe’reallfullybookedforthosedaysasitisthepeakseason.很抱歉，因?yàn)槭峭?，那段時間的客房都被訂光了。Thisisthebusiestseason.I’mverysorry,butcouldyoucallusagainlaterthisweek?Wemayhavesomecancellations.現(xiàn)在是最繁忙的季節(jié)。非常抱歉，但是能不能請您這個周末再打電話過來，可能會有人取消預(yù)訂。I’msorry,butwehavenovacanciesatthemoment.對不起，我們現(xiàn)在沒有空房。I’msorry,butallroomsaretaken.很抱歉，所有的客房都已經(jīng)訂滿了。第十五頁，共34頁。1.FourBasicInterrogativeSentences四種疑問基本(jīběn)句型第十六頁，共34頁。第十七頁，共34頁。第十八頁，共34頁。第十九頁，共34頁。第二十頁，共34頁。2.TypesofHotelandRoom酒店(jiǔdiàn)和房間的類型（1）按酒店的經(jīng)營(jīngyíng)類型與規(guī)模大小來分，可以分為以下類型：第二十一頁，共34頁。（2）按房間的床位數(shù)量與大小(dàxiǎo)來分，可以分為以下類型：第二十二頁，共34頁。（3）按房內(nèi)裝修程度來分，可以(kěyǐ)分為以下類型：第二十三頁，共34頁。（4）按房間(fángjiān)的房態(tài)來分，可以分為以下類型：第二十四頁，共34頁。第二十五頁，共34頁。第二十六頁，共34頁。3.HotelStarDivision酒店(jiǔdiàn)的星級劃分第二十七頁，共34頁。4.ReceivingaGuaranteedReservation接待(jiēdài)有保證的預(yù)訂第二十八頁，共34頁。Exercise1DialogueCompletionCompletethefollowingdialogueaccordingtotheChineseinbracketsandthenreaditinroles.J=Jane(Receptionist)

S=StephenNobel(Guest)J:____________________________________________________________?（早上好，我是訂房部的Jane，有什么可以幫到您嗎？）S:ThisisStephenNobelcallingfromAmerica._______________________．（我想要(xiǎnɡyào)訂一間房）J:___________________________________________________?（好的，諾貝爾先生。您打算住多久呢？）S:Fivenights,please.J:_________?（您要訂哪天的房呢？）S:FromAugust10thto13th.J:Forfournights.______________________________?(您打算要哪種房型？)S:I’dliketobookadoubleroomformyselfandmywife.What’stherate?Goodmorning.Reservation.Jane’sspeaking.HowcanIhelpyou?I’dliketoreservearoomYes,Mr.Nobel.HowlongwillyoubestayinginthishotelForwhenWhatkindofroomwouldyoulike第二十九頁，共34頁。J:__________________________________________________________.（標(biāo)準(zhǔn)(biāozhǔn)雙人間每天320元，豪華雙人間每天360元。）____________________?（您要哪一種？）S:I’lltakeastandarddouble.Itisabout40USdollarspernight,isn’tit?J:Yes,Mr.Nobel,astandarddoubleroom,______________________________.（時間是從8月10日至13日。）AmIcorrect?S:Yes,youareright.J:__________________________?(你們幾點(diǎn)鐘到酒店呢？)S:______________.(大約下午5點(diǎn)。)J:Yes,Mr.Nobel.Wewillpickyouupattheairport._______________________?（我們要怎樣聯(lián)系您呢？）S:Youcancallmyfriend’snumberewillalsogreetmeattheairportthatday.Andyoucanfindme.J:_____________________,（感謝您的來電，）Mr.Nobel._____________________________________.（期待您的光臨。）Goodbye.S:That’sfine.Thankyou.Goodbye.It’sRMB320forastandarddoubleandRMB360foradeluxedoubleWhichonedoyoulikefromAugust10thtoAugust13thWhattimewillyoubearrivingAround5p.mHowcanwecontactyouThankyouforcallingWearelookingforwardtoyourcoming第三十頁，共34頁。Exercise2Role-play1.假設(shè)你是北京天天酒店的預(yù)訂員Jane。你接到了一位客戶從大連打來的電話，他一個人駕車來北京休閑旅游（leisuretravel），要預(yù)訂一間豪華單人間，并先用信用卡保證預(yù)訂（creditcardguaranteedreservation）。請你和你的同學(xué)模擬對話中的角色，準(zhǔn)備(zhǔnbèi)該對話，然后在班上進(jìn)行口頭表演。J=Jane(Receptionist)

S=StephenNobel(Guest)J:RoomReservation.CanIhelpyou?S:Yes,IamcallingfromDalianCity.IwillmakealeisuretraveltoBeijingnextweek.SoIwanttobookaroomatyourhotel.J:That’swonderful.Whichdate,please?S:FromSeptember9th.J:Forhowmanynights?S:Fortwonights.J:Howmanyguestswilltherebeinyourparty?S:Justmywifeandmyself.第三十一頁，共34頁。J:Whatkindofroomwouldyouprefer?Asingleoradouble?S:Asingle,please.J:Couldyouholdtheline,please.I’llcheckthelist…Thankyouforwaiting,sir.WehaveasingleroomatRMB150andanotheratRMB180.Whichonewouldyouprefer?S:I’dliketotaketheRMB180.J:Doyouwishtoguaranteetheroom?S:Yes,Ineedto.J:Willthatbeyourcreditcardorwillyoupayinadvance?S:Mycreditcard,please.J:MayIknowthetypeofcardandthenumber?S:Yes,it’sVisa.Thecardnumberis,expirationdateisDec.10th,2018.AndmynameisStephenNobel.J:Thanks.Mr.Nobel.OnesingleroomarrivingonSeptember9thandleavingonSeptember11th,innameofMr.StephenNobel.TheratefortheroomisRMB180pernight.Thisisaguaranteedreservationandwillbeheldforyou.Yourcreditnumberis4XXXXXXXXXXXXX66.AmIcorrect?S:Yes,th