酒店英语Room-Reservation

《饭店英语》HotelEnglishHotelTheFrontoftheHouseTheFrontDesk/OfficeTheBackoftheHouseDepartmentsinhotelHousekeepingDepartmentFood&BeverageDepartmentHumanResourcesDepartmentRecreationalDepartmentFinancialDepartmentSalesDepartmentSecurityDepartmentEngineeringDepartmentTheFrontOfficeServiceOftenprovidesfirstandlastimpression.Oftenhaslongestcontactwithguest.Therearedifferentpartsinthefrontofficeofahotel.Thefrontofficestaffseemto“doitall”-store/depositguests’valuablesdelivermailsandmessagesexchangeReservationReceptionCashierComplaintsBusinessInformationPhonecallsDeliverBaggagemeetandgreetguestsissuekeysandothersecurityarrangementsprovideserviceswhencustomersaskedRoomReservationReceptionDeskInformationDeskConciergeSwitchBoardCashierOrganizationofFrontOfficethefirstconnectionbetweenguestandthehotel.canbemadefacetoface,overthephone;throughe-mail,fax,orletter;bygueststhemselvesorathirdpartyConfirmationisnecessary,andrequired.canbechangedorcancelledwithadvancednotification.Withthedevelopmentoftheinternet,thereisatendencytobuildanetworkconnectinghotels,airlinesaswellassometravelagencies.IntroductionRoomreservationUnitOneRoomReservation•Part1HandlingaReservation•Part2ConfirmingorAdjustingaReservation•Part3FullyBooked•Part4CancellingareservationRoomReservationPart1HandlingaReservation•Task1Speaking•Task2Listening•Task3Role-playLearningObjectives•Getfamiliarwiththeproceduresofhandlingroomreservations•Memorizetheusefulexpressionsinroomreservation•Roleplaythedialogues•Clerk员工•Client/guest顾客•Receptionist接待员•Book/Reservation预订•Confirm/Confirmation确认•Cancellation取消•Arrivaldate抵店日期•Departuredate离店日期•Fullname全名•Freeofcharge免费Words•Singleroom单人间•Doubleroom双人房•Twinroom标准间•Tripleroom三人间•Suite套房•Deluxesuite豪华套房•Presidentialsuite总统套房•Roomchange房价•Specialrate优惠价•Servicecharge服务费•Discount折扣MakingReservationsoverPhoneC:Goodmorning.RoomReservations.MayIhelpyou?G:Yes.I’dliketoreservearoom.C:Thankyou.Forwhichdate?G:FromJanuary5th.C:Forhowmanynights?G:Forfournights.C:Howmanyguestswilltherebeinyourparty?G:Justmywifeandmyself.SoIpreferadouble,please.C:Holdtheline,please.I’llcheckourroomavailabilityforthosedays.Thankyouforwaiting,wehaveadoubleatRMB1,000andatRMB1,500.Whichwouldyouprefer?C:clerkG:guestTask1SpeakingTask1SpeakingG:I’lltaketheoneatRMB1,500..C:Certainly.MayIhaveyournameandinitials,please?G:Yes,it’sTomCruiseT.C.C:Mr.TomCruise.MayIhaveyourphonenumber,please?G:Yes,thenumberis010-8207360.C:Whattimedoyouexpecttoarrive,sir?G:Oh,around7p.m.,Isuppose.C:I’dliketoconfirmyourreservation.adoubleroomforMr.andMrs.CruiseatRMB1,500yuanpernightforfournightsfromJanuary5thto9th.MynameisMaryandwelookforwardtoservingyou.1.Forwhichdate？2.Forhowmanynights?3.Whichkindofroomwouldyouprefer,adoubleorasingle?4.Couldyougivemeyourname,please?5.MayIhaveyourtelephonenumber,please?1.Forwhichdate？2.Forhowmanynights?3.Whichkindofroomwouldyouprefer,adoubleorasingle?4.Couldyougivemeyourname,please?5.MayIhaveyourtelephonenumber,please?FromJanuary5th.Forfournights.Adoubleroom.Yes,it’sTomCruise.Yes,thenumberis010-8207360.Task1SpeakingTask2ListeningListeningpracticeListenandwritedownwhatyouheard.1.Sorry,sir.Wedon’thaveyourreservation.2.MayIhaveyourcreditcardnumber?3.Whattypeofroomwouldyoulike?4.Howmanyguestswilltherebeinyourparty?5.Task3Role-palyMr.SmithiscallingtomakeareservationforaDoubleRoomforhiscolleague,Mr.TerryThompson,whoisarrivinginChinawithhiswifeonOctober1.ReservationforothersGoodmorning.RoomReservations.MayIhelpyou.Yes,I’dliketoreservearoom.Task3Role-playTipsgreettheguesttelephonenumbernameroomtypesdateofarrivalanddepartureTask3Role-playR:Goodmorning.Roomreservation.MayIhelpyou?G:Yes,I’dliketoreservearoomforacolleague.R:Thankyou,sir.Whichdatewouldthatbe?G:Foroneweek.FromOctober1to7.R:Whichkindofroomdotheywant?G:Adouble.He’llbeaccompaniedbyhiswife.R:Couldyouholdtheline,please?I’llcheckourroomavailability……thankyouforwaiting.I’mafraidwehavenodoublerooms,butwedohavesometwinroomsatRMB1,000andRMB1,500available.G:TheoneatRMB1,500soundsfine.ExampledialogueTask3Role-playR:Certainly,sir.MayIknowthenameofyourcolleagueandhiswife.G:Mr.andMrs.TerryThompson.R:Thankyou.MayIhaveyournameandtelephonenumber,please?G:Yes,it’s820730,extension1301.IworkinIBMChina.MynameisBillSmith.R:Doyouknowtheirflightnumberandarrivaltime.G:Yes,it’sPanAmericanFlight#009.hisflightarrivesat2p.m.,aoheshouldbethereby5p.m.attheearliest.R:Thankyouverymuch.MynameisMary.Ifyouhaveanyfurtherenquiries,pleasedon’thesitatetocontactme.Welookforwardtoservingyourcolleague.ExampledialogueMakingReservationsforaGroupR:FortuneHotel.Reservations.MayIhelpyou?G:Yes.MynameisBillRichardcallingfromtheInternationalTradingCompany.I‘dliketoreserveroomsformygroup.R:Whatroomsdoyouprefer?G:Wehave30people.Fifteentwin-bedroomswithabath,please.R:Forwhichdates,Mr.Richard?G:FromJanuary22to24.R:Justamoment,please.FifteenTWBsforJanuary22,23and24.Yes,westillhavethoseroomsavailable.R=ReservationClerkG=GuestExtensionTopicG:Thenhowmuchdoyoucharge?R:600yuanRMB.G:Fine.Onemorething,mayweusethehotelmeetingroomduringourstayinyourhotel?Weareto