酒店情景英语 1.1 Reservation（课堂PPT）

1、12Front desk3How can I make reservations?reservationface to face柜台预定柜台预定Telephone(电话预定电话预定)Internet（网络订房）（网络订房）Fax（传真订房）（传真订房）e-mail(邮件预定邮件预定)4 Warming-upWatch a video and discuss: what are the key points in reservation?5客人/代订人/团体姓名 Guest Name 联系电话 Telephone Number所需客房类型 Room Type价格或折扣 Price / Disco

2、unt所需客房数量 Number of Rooms抵/离店日期&时间 Arrival Date/Departure Date入住天数 Length of Staying订房入住当天的保留时间 Cut-off Time订房订房8大要素大要素6单人间双人间roomroom7套房总统套房suite8三人间room大床房room9Deluxe suite 豪华套间Business suite 商务套间Economy room 经济套间sea view./mountain view room 海景房/山景房Beach villa /water villa沙屋 /水屋Extra bed 加床Face to

3、 the south / with a front view朝阳With bath /shower 带浴室/淋浴10Service Procedure服务流程1. Greet the guest Hello Sir/Madam, XXX hotel. May I help you? 2. Taking a reservationWhat type of room do you need/prefer? And how many person will there be in your party?3. Referring to dates and times For what dates? H

4、ow many nights do you wish to stay?4. Accepting or refusing the booking. Let me see if there is a room available. Well. We have.11Its all right for (date )but not (date )We dont have any (room type), would you mind having (room type) I am sorry, we are fully booked on those days. Would you change yo

5、ur reservation date?5.Stating the priceItsper night. (we will give you off).6. Asking guests information.May I have your name and your telephone number?How do you spell your last name?127. confirm the details I would like to confirm your reservation. Mr./Ms. XXX, you have booked/reserved room fromto

6、, the price is and your telephone number is. Is that right?8.Thank the GuestnThank you, we looking forward to seeing you.13 Dialogue C：Clerk 职员 J：Jack 杰克C: Good morning. May I help you? J: Yes, Id like to reserve a room for three days, please.C: For which date? J: From September 15th to 18th. C: Whi

7、ch kind of room would you like, a double or a single? J: A single, please. C: May I have your name and phone number? J: Jack Brown and the number is 3626833. 14 DialogueC: What time do you expect to arrive, Mr. Brown? J: Oh, about 6:30 p.m., I suppose. C: Well，Id like to confirm your reservation. A

8、single room for Mr. Brown at 480 yuan per night for three nights from Sep. 15th to 18th.J: Right. C: Thank you, Mr. Brown.15Reservation CardMr. / Mrs. / Miss: Arrival Date:Departure Date:No. of rooms: Room Type: No. of Persons : Room Rate: Booked by: Tel: Approve by: Taken by: Date:16R：Good morning.

9、 This is Xinzhong Hotel Reservations. May I help you?C: Yes, Im calling from the States. Id like to book a room, starting from Sept.22nd.R: What kind of room would you like, sir?C: A double room, please.R: what about a twin-bed room with bath for 90 dollars per night, including breakfast?C:OK.R: May

10、 I have your name, sir.C: My name is John Smith.R: Thank you, Mr. Smith. How long will you be staying here?C: Three nights.(the receptionist repeats the reservation.)Thats it. One more thing, how can I have my reservation guaranteed?R: Ill just need your credit card number and take care of the rest of you.C: Its No.1734-4