chapter 1 Room Reservations_酒店情景英語.ppt

1、Chapter 1,Room Reservations,Part I Dialogues Part II Vocabulary Study Part III Listening and Speaking Part IV Practical Writing Part V Feature Reading,Receiving an FIT Reservation,Context: Su Hui is the reservations clerk for Evergreen Hotel in China. She is receiving reservation requests from a cus

2、tomer on the phone. Pre-listening questions: What is the type and number of room(s) required? What is the guests flight number?,Staff: Good morning. Reservations. Su Hui speaking. How may I help you? Guest: Good morning. Id like to reserve a room for next Thursday the 18th.,Dialogue 1,1,2,Staff: Yes

3、. For how many nights, please? Guest: Three nights. Staff: And what type of room do you prefer? Guest: A twin-bed room, please. Staff: I can do a standard twin bedroom for RMB 800 per night, or a deluxe twin at the special rate of 1,000 per night. Guest: ErIll take the deluxe twin, please. Staff: Ma

4、y I have your surname and initial, please? Guest: Yes, my name is Mr. C. White. Staff: Could you spell the surname, please? Guest: Yes, its W-H-I-T-E, and the initial is C for short.,Staff: How are you arriving? Guest: By air. Staff: May I know the flight number and arrival time? Guest: Yes, Flight

5、MU736, arriving Pudong International Airport at 14:30 p.m. Beijing Time. Staff: Let me confirm the details with you, Mr. White. One deluxe twin, check-in date Thursday the 18th, check-out date the 20th, in the name of Curtis White. The room rate will be RMB 1,000 per night. Am I correct? Guest: Yes,

6、 exactly. Thank you. Goodbye. Staff: Thank you for your reservation, Mr. White. Goodbye.,Receiving a Corporate Reservation,Context: John Evens with Leslie International Ltd. Is calling the reservations of Evergreen Hotel to reserve rooms for his colleagues. Su Hui receives his requests. Pre-listenin

7、g questions: Will the guests be accommodated before 2:00 p.m.? Who will confirm the payment details?,Dialogue 2,1,2,Staff: Good afternoon. Reservations, Su Hui speaking. How may I help you? Guest: Good afternoon. This is John Evens with Leslie International Ltd. Here. Please reserve two single rooms

8、. Staff: When was that for, please? Guest: Two nights. From October the 15th through October the 17th. Staff: Please hold the line one moment. I see your company has an arrangement with this hotel for deluxe rooms. the rate will be RMB 989 per night. Guest: OK, thatll be fine.,Staff: May I have the

9、guests names, please? Guest: Thats Mr. T for Tom Long, and Mr. D for David Smith. Staff: What time will they be arriving? Guest: They are arriving by air on Flight MU 536, at 12:10 p.m. Staff: MU 536, arriving at 12:10 p.m. Our check-in time is 2:00 p.m., so we will try our best to accommodate the g

10、uests should they check in before that time. Guest: Yes, I understand. Staff: Will the company settle the full account? Guest: The guests will settle their own expenses on check- out, except the accommodation.,Staff: Can you confirm those payment details in writing, please? Guest: Yes, Ill fax our c

11、onfirmation to you. Staff: Two deluxe singles at a rate of RMB 989 each per night, in the names of Mr. Tom Long, and Mr. David Smith, check-in date Friday October the 15th, check-out date Sunday October the 17th. You will confirm the billing arrangement in writing. Guest: Thank you, Mr. Evens. I hop

12、e we can be of help again soon. Goodbye.,Context: Mr. Roberts telephones the reservations of Evergreen Hotel to reserve one guaranteed single room. The reservation clerk asks for the necessary details. Pre-listening questions: How long will he customer be staying in the hotel? How does the guest gua

13、rantee the reservation?,Receiving a Guaranteed Reservation,Dialogue 3,1,2,Staff: Good morning. Reservations, Su Hui speaking. How may I help you? Guest: Good morning. Id lie to reserve a single room. Ill be going to Shanghai from New York next month. Staff: May I know your arrival and departure date

14、s, please? Guest: From Tuesday October the 3rd to Thursday October the 5th. Staff: Thatll be two nights. One moment, please.Yes, we can do a standard single for RMB 800 per night, or a superior single for RMB 1,000 per night. Which do you prefer?,Guest: Ill take one standard single room. Staff: May

15、I have your surname and initial, please? Guest: Yes, my name is Mr. D. Brown, B-R-O-W-N. Staff: Is this a company booking, Mr. Brown? Guest: No, Im on a personal trip. Staff: Do you wish to guarantee the room? Guest: Yes, I need to. Staff: Will that be your credit card or will you pay in advance? Gu

16、est: My credit card, please. Staff: May I know the type of card an the card number? Guest: Yes, its my American Express. The card number is 8643-2003-2105, expiration date 12/28/2008.,Staff: Thanks, Mr. Brown. One standard single room arriving on Thursday October the 3rd and departing on Thursday Oc

17、tober the 5th, in the name of Mr. D. Brown. The rate for the room will be RMB 800 per night. This is a guaranteed reservation and will be held for you. Your credit card number is 8643-2003-2105. am I correct? Guest: Yes, thats correct. Thank you for your help. Goodbye. Staff: Goodbye, Mr. Brown.,Con

18、text: Mr. Clinton, a local travel agent, has booked rooms in Evergreen Hotel in the name of Claude Travel. But due to his customers requests for changes in the booking., he calls the reservations again to alter his booking. Pre-listening questions: What are Mr. Clintons requests for changes in the b

19、ooking? How does Su Hui confirm the change?,Revising a Reservation,Dialogue 4,1,2,Staff: Good morning. Reservations, Su ui speaking. How may I help you? Guest: Good morning. Claude Travel. Im calling to revise the reservation we made yesterday. Staff: Can you tell me who has made the reservation, pl

20、ease? Guest: Our secretary Leslie Fong. Staff: Just hold the line one moment, sir. Yes, I can see it. How would you like to change it? Guest: No problem. What else, sir?,Staff: Our customer wants to have deluxe singles instead of standard singles, if possible. Guest: One moment, please. Yes, deluxe

21、singles are available. Ill upgrade ten standard singles to deluxe rooms. May I have your name, please? Staff: My name is Mr. L. Clinton, C-L-I-T-O-N. Guest: What is your telephone number? Staff: 66558899, extension 208. Guest: Thats 66558899, extension 208. are there any other changes, Mr. Clinton?

22、Staff: No, so far so much.,Staff: OK, let me confirm the details with you. Youve reserved ten deluxe singles and five twin-bedded doubles for five nights in the name of Claude Travel. The changes and cancellation were made by Mr. L. Clinton. And your confirmation number is C55662. Guest: Yes, sorry

23、to have caused you such a trouble. Staff: Not at all. Im always at your service.,Vocabulary Study,Reservation n. Reserve v. FIT reservation Reservation clerk Evergreen Hotel Twin a. Deluxe a. Rate n. Surname n. Initial n.,預定 預定 散客預定 預定員 長青飯店 雙人的 豪華的 價格；費用 姓氏 起首字母,Flight number Arrival time In the na

24、me of Confirm v. Cancellation n. Check-in Corporate a. Corporate reservation Hold the line Accommodate v.,（飛機）航班號 抵達飯店時間 以（某人）的名義 確認 取消 入住登記 公司的 公司預算 別掛斷電話 提供住宿,Settle v. Account n. Fax n. Be of help Guarantee v. Guaranteed reservation Departure date On a personal trip Credit n. Credit card,結帳 所欠帳目

25、傳真；用傳真發(fā)送 提供幫助 保證 有保證預定 離店時間 私人旅行 信用；（銀行存款） 信用卡,In advance American Express Expiration n. Hold v. Revise v. Travel agent Due to Alter v. Cancel v. Instead of,提前 美國運通卡 信用卡截止有效日期 保留 修改 旅行社 因為，由于 變更 取消 取代,If possible Available a. Upgrade v. Extension n. So far so much Confirmation number At ones service

26、,如果可能的話 有空的 升級 （電話）分機號 到目前為止就這些 確認號 樂意幫助,-reserve a. able to be used -rate b. to tell sb. that a possible arrangement, date, time etc, is now definite 3. -guarantee c. a fixed standard room charge or payment 4. -available d. to arrange for a place in a hotel, restaurant, plane etc. To be kept for sb

27、. 5. -confirm e. to promise to pay for the room even if it is not used,Exercise 1: Match the expressions on the left with the best meaning on the right.,C- - guaranteed reservations are the most common form of guaranteed reservation. A guaranteed reservation assures the guest that the hotel will h-

28、a room until a specific time of the day following the guests planned arrival date. A prepayment reservation requires that a payment in full be received i- -.,Exercise 2: Complete the following with words or expressions from the dialogues.,4. If a guest stays until the night of the 12th and leaves on

29、 the morning of the 13th, the d- - is the 13th, not the 12th. 5. He telephones the hotel to book eight single rooms for three nights i- - - - Erica Travel.,接預定電話或接待上門預定客,Good morning. Reservations. Su Hui speaking. Reservations. Su Hui speaking. How may I help you? How can I help you? Welcome to Eve

30、rgreen Hotel! May I help you?,1. Functional Sentences,獲取預定信息,do/will you ? How many nights.require the room How long plan to stay What type of roomrequire How many rooms require,May I have ,please? your surname/initial/your telephone number/your fax number/the company name/the company address/credit

31、 card number/the way to contact you, please? For how many/how many was it for For how many nights/for which dates Who is the booking for Can you spell the surname Your date of arrival/your date of departure,How would you like ? A deluxe double/ a deluxe suite The way of payment/to pay the prepayment

32、 To guarantee the booking,Is it ? A company booking/ a private booking/ a group booking/ a guaranteed reservation,請客人等待 , please, sir/madam. One moment/ just a monument/ hold the line a moment/ let me have a check,房價 We can do for per night. A standard twin-bedded roomRMB 860. A deluxe twinRMB 1,000

33、 A standard twin-bedded roomRMB 860, or a deluxe twin RMB 1,000,We share for per night. RMB 860 a standard twin-bedded room RMB 1,000 a deluxe twin RMB 860 a standard twin-bedded room, or RMB 1,000 a deluxe twin,The price/rate for is A deluxe singleRMB 960 per night A minimum of ten rooms15 percent

34、off,詢問航班班次和抵達時間 How are you arriving? Do you have ? The flight number and the arrival time for the guest The estimated time of arrival,訂房已滿 . Im sorry, but All rooms are taken We have no vacancies at the moment Were booked up,確認預定 We (can) confirm . Ten standard doubles from May the 7th to the 9th Y

35、our credit card guaranteed reservation Your prepayment guaranteed reservation Advance deposit guaranteed reservation Travel agent guaranteed reservation Contract guaranteed reservation We can guarantee/hold You the rooms booked after October 17 The room until 6:00 p.m.,What would you say when receiv

36、ing a reservation call or a walk in guest? Could you make courteous phrases, using the customers name? How would you get necessary information from the customers? How would you sell a more expensive type of room to the customer? What would you say to ask the customer to spell his/her name?,2. Answer

37、 the Following Questions,f. How would you tell the customer of the room rate? g. How would you get the telephone number of the local contact, and the type of the reservation? h. What would you say to ask for the flight details? i. What are the ways to repeat the details back to the customer to ensur

38、e correction? j. How would you end the conversation pleasantly, using the customers name and thanking him or her for the reservation?,Dialogue 1 Staff: Good afternoon. Reservations. Guest: Good afternoon. Id like to book a room. Staff: What kind of room Guest: A deluxe twin, please.,Exercise 1: List

39、en to the short dialogues. Fill in the blanks. Then practice with your partner.,Dialogue 2 Staff: Good morning. Reservations. Laura speaking. Guest: Good morning. Id like to reserve a room for next Monday. Staff: Yes, how many nights will you ? Guest: Three nights, please.,Dialogue 3 Staff: May I ha

40、ve your ,please? Guest: Yes, my name is Mrs. D. Truman. Staff: the surname, please. Guest: Yes, its for Tom, R for Ronald, U for Uganda, M for Mike, A for Alpha, N for Nancy and the initial is D for David.,Dialogue 4 Staff: Do you have the guests ? Guest: Yes, they are arriving by air on flight AY 3

41、36, arriving at 11:01 a.m. Staff: AY 336, 11:01 a.m. thank you. Will the company ? Guest: Yes. Please send the bill for all the expenses to this company.,Dialogue 5 Staff: Id like a double room for my wife and myself. Guest: the rate for a double will be RMB Staff: May we use the hotel meeting room

42、during our stay in your hotel? Guest: No problem. We can make it for you, but we per hour.,Dialogue 6 Staff: Arriving the 20th of March, for two nights. Guest: So that will be Staff: Yes, please. Guest: Please hold the line one moment. We can at RMB 980 per night.,Exercise 2: Listen and fill in the

43、missing information.,Reservation # Mr/Mrs/Miss/Ms Arr. Date: Dep. Date: ETA: No. of nights: Room type: No. of rooms: No. of persons: Rate quoted: Contact/company name: Address: Phone No.: Fax No: Method of payment: Gtd booking:,Staff: Good afternoon. Reservations. Guest: This is . Id like to reserve

44、 rooms for my group. Staff: do you prefer? Guest: We have 30 people. Staff: , Mr. Richard? Guest: Staff: . . We still have those rooms available. Guest: Then how much do you charge for each room? Staff: , equivalent to 75 US dollars. Guest: Fine. One more things. May we use the hotel meeting room du

45、ring our stay in your hotel? We are to have a meeting on the afternoon of January the 23rd, from 3:00 p.m. to 5:00 p.m.,Exercise 3: Listen and fill in the blanks.,Staff: No problem. , the use of the hotel meeting room. Guest: Oh, I see. Can you give us a special rate since ours is a company booking?

46、 Staff: . within five days. Guest: You may fax at area code Staff: , .,Staff: (早上好.我是預定部的 Julia.有何吩咐?) Guest: This is Henry Smith calling from Australia. Id like to reserve a room, please. Staff: .(好的,史密斯先生.您要哪 天的房?) Guest: From June the 14th Staff: ( 您要住幾天?) Guest: Four nights please

47、. Staff: (也就是六月十八日結帳離店. 您打算要哪種房型,史密斯先生?) Guest: Id like a double room for my wife and myself. Whats the rate?,Exercise 4: Complete the dialogue orally with the Chinese prompts.,Staff: (標準雙人間每天四百元.豪華雙人間四百八十元.) Guest: Ill take a deluxe double. It is about 60 US dollars per night, isnt it? Staff: (是的,史

48、密斯先生.你們要好黃雙人間,時間從六月到六月十八日共四天,是這樣嗎?) Guest: Yes, thats right. Staff: (你們幾點鐘到店?) Guest: Around 4:00 p.m. By the way , do you have the airport shuttle bus? Staff: ( 是的,史密斯先生.我們在機場 有接待處.只要聯(lián)系那里的機場代表,他們將會向您 提供幫助.),Guest: Thats fine. Thank you. Goodbye. Staff: .(謝謝您打來電話,史密斯 先生.期待您的光臨.再見.),Exercise 5: Role

49、Play,Johnson 先生打電話到長青飯店訂房部, 他要為自己和另外兩位同事訂三間普通單人房.事先公司與該飯店有約定，他們住宿的所有費用都由公司承擔。假如你市預定員,請和你的搭檔準備這個對話，并在班上表演.,假如你是長青飯店的預定員，接到了一位自由行的散客打來的電話.她一人駕車來上海休閑旅游，故要訂一間豪華單人房,并用信用卡保證訂房.請和你的搭檔準備這個對話，并在班上表演.,國外一家貿(mào)易協(xié)會于近期要在上海召開年會.會議組織者致電大觀圓飯店訂房部,要求訂18間標準雙人對床房,4間豪華單人房,時間為三天.假如你市預定員,請和你的搭檔準備這個對話，并在班上表演.,Hotel Confirmati

50、on Correspondence,飯店預定方式有多種.就直接預定而言,除了電話預定之外，個人或團體還可以用書信、備忘錄等書面方式向訂房部預定。另外，電子郵件、網(wǎng)絡以及傳真也是常用的預定手段,而且是最快的預定方式.一個飯店的訂房部員工不僅要能讀懂相關信函，更有必要掌握各種確認函的寫作技巧，如確認信、確認傳真等。下面以一個發(fā)給飯店訂房部的傳真預定函為例，說明確認信和確認傳真的寫作要點。,Universe Travel Agency Texas FaxDate: October 17,2004 To: Grand View Hotel, Shanghai, PR. Ch

51、ina From: Mr. L. Johnson, sales manager, Universe Travel Agency, Sydney Subject: Room Reservation Message: Pls arrange one double room for four nights from November 5,Exercise: Youve just received a fax booking as shown in the following. Write a fax confirmation in your real name for Evergreen Hotel

52、.,Steven High School 1102 North Blvd San Antonia, TX 78214, U.S.A. FAX TO: Evergreen Hotel, 112 Sun Street, Shanghai Fax No.: 88 425 6668 October 18 MESSAGE: Please reserve two deluxe doubles for 4 nights starting from November 10. please guarantee-VISA card number: 6623 50458 1001 Thanks. D. Eliot,

53、Reservation Operations,Pre-reading questions: What does “reservation ” mean? What are the basic reservation activities? Why is it important to prepare reservation reports?,Reservations department is the first contact that a guest has with a hotel. It books or reserves accommodation for the guest for

54、 a certain period of time. In the process of reservation, rooms are sold, generating revenues for the hotel and providing important information for the management to ensure the hotel more profitable.,Staff in the reservations determines the guests first impression of the hotel. They must be well-tra

55、ined in social skills and salesmanship. Its also their duty to be skillful in following reservation procedures. The procedures start with receiving inquiries, i.e. getting from the guest reservation details as to date of arrival , length of stay, room type and number of rooms, number of persons. Wha

56、t follows is to determine room availability-to check whether the guests request can be met. This can be done through the use of forecast boards, reservation charts and a computerized system.,A forecast board looks like a calendar posted on the wall and providing room status information. Room availab

57、ility can also be displayed on conventional charts or density charts. While a conventional chart shows the availability of each room of the hotel by room number, a density chart displays the total number of reservations held for each type of rooms.,However, due to occasional late cancellations or “no-shows”, the hotel may sustain loss in profits. One solution to this problem is overbooking which means deliberately accepting more bookings than the actual number of rooms available to let. In particular, ove