RoomReservation

1、Room Reservation高职高专高职高专旅游与酒店管理类课程规划教材旅游与酒店管理类课程规划教材实用酒店英语（第二版）实用酒店英语（第二版）大连理工大学电子音像出版社http:/大连理工大学电子音像出版社Room Reservation 客房预订客房预订How to receive room reservations 怎样接待客房预订怎样接待客房预订How to confirm room reservations 怎样确定客房预订怎样确定客房预订How to make a phone call for room reservations 怎样电话客房预订怎样电话客房预订Aims of

2、Studyinghttp:/大连理工大学电子音像出版社ContentDialoguesUseful DrillsTipsExercises http:/大连理工大学电子音像出版社DialoguesBackground 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 http:

3、/大连理工大学电子音像出版社DialoguesBackground 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基本信息客户要求客户要求房间种类 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 Decorationspage 6Presentationpage 7Presentationpage 8Pr

4、esentationpage 9Presentationpage 10Presentationpage 11Presentationpage 12PresentationIntroduction What departments do you know about the hotel? Front desk department 前厅部 Food and beverage department 餐饮部 Housekeeping department 客房部 Business center商务中心 Health & recreation department 康乐部 Shopping a

5、rcade 商场 Sales department 销售部 Security department 保安部 page 13PresentationA Home- away -from -homepage 14PresentationChatper 1 Front Office Servicepage 15PresentationTeaching Objectives1. Room types of a hotel2. How to receive reservations/basic reservation procedure.3. How to confirm reservations Un

6、it 1 Room Reservations page 16PresentationRoom types: Single room Twin roomThe number or size of beds Suite Standard roomThe room decoration Deluxe room.Double roomSuperior roomPresident Suite 总统套房page 17PresentationTwin room : A room with two beds for two peopleDouble room : A room for two people w

7、ith a double bed.page 18PresentationStandard single roomIdentify the room typepage 19Presentationtwin roompage 20Presentationdouble roompage 21PresentationSuitepage 22PresentationPresident suitepage 23PresentationIf a client want to book/reserve one kind of room in the hotel, what methods can he or

8、she use? by phone, fax, face to face, e-mailhttp:/大连理工大学电子音像出版社DialoguesDialogue 1J: 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

9、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 接待预订接待预订J=Jane (Receptionist) S=Stephen Nobel (Gues

10、t)Translationhttp:/大连理工大学电子音像出版社DialoguesDialogue 1J: 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 vi

11、ew 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.Translationhttp:/大连理工大学电子音像出版社返回DialoguesJ=Jane (Receptionist) S=Stephen Nobel (Guest)J: 下

12、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

13、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: 再见接待预订接待预订 http:/大连理工大学电子音像出版社Procedure of Room Reservationv 1. Greetingv 下午好,天天酒店房间订房处v Good afternoon. Tiantian Hotel. Room Reservations. v 2. Get information from the Customers 获取客人预获取客人预定信息定信息v 1) room type 房间类型v 您想要预定什么样的房间？v What type of room

14、would you like?v 2) room rates 房价v 临街的单人房每天是人民币380元。v A single room with a front view is RMB380 per night.v 3)how long 入住时长v 您打算在这里住多长时间呢?v How long will you be staying?http:/大连理工大学电子音像出版社v 4) Guests name 客人名字v 请告诉我您的名字v And your name please?v May I have you name please?v 5) Time of arrival 达到时间v 您什

15、么时间会入住呢?v What time do you expect to arrive, sir?v 3. Confirm 确认预定信息确认预定信息v 我想再一次确定一下您的预订v Id like to confirm your reservation.v 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 v A _ with a front view at RMB380_for _ from Wednesday, May 9th to Saturday, May 12th. http:/大连理工大学电子音像出版社Role play Johns

16、on先生打电话到长青饭店订房部, 他要为自己和另外两位同事订三间普通单人房，入住三晚，房价为每晚180元。假如你是预定员,请和你的搭档准备这个对话，并在班上表演。http:/大连理工大学电子音像出版社http:/大连理工大学电子音像出版社Revision v 下午好,天天酒店房间订房处v 您想要预定什么样的房间？v 临街的单人房每天是人民币380元。v 您打算在这里住多长时间呢?v 请告诉我您的名字v 您什么时间会入住呢?v 我想再一次确定一下您的预订http:/大连理工大学电子音像出版社接待有保证的预订接待有保证的预订接待有保证的客房预订(Receiving a Guaranteed Res

17、ervation)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http:/大连理工大学电子音像出版社DialoguesDialogue 2J:Good after

18、noon. 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. Reser

19、vations for a Friend 代朋友预订代朋友预订J=Jane (Receptionist) S=Stephen Nobel (Guest)Translationhttp:/大连理工大学电子音像出版社DialoguesDialogue 2J: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

20、 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.Translationhttp:/大连理工大学电子音像出版社Procedure v 1. Greetingv 下午好

21、,欢迎光临天天酒店 我能为您做些什么?v Good afternoon. Welcome to Tiantian Hotel, May I help you?v 2. Get information from the Customers 获取客人预定信息获取客人预定信息v 1) room type 房间类型v 您想要预定什么样的房间？v What type of room would you like?v 2) room rates 房价v 每天是人民币150元,包括取暖费,但不包括服务费v It is one hundred and fifty Yuan a day including he

22、ating fee but excluding service charge.v 3)how long 入住时长v 您打算在这里住多长时间呢?v How long will you be staying?v How long do you intend to stay in this hotel?http:/大连理工大学电子音像出版社v 4) Guests passport 客人证件v 我可以看一下您的护照吗?v May I see your passport, please?v 3. Fill in the form 填写入住登记表v 这是预订登记表v Here is the form fo

23、r reservations. v 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?v Would you mind filling in this form and paying one hundred Yuan in advance for him?v 4. Give receipt to the guest 给客人收据v 这是您垫付金额的收据,请保存好v Here is a receipt for paying in advance. Please keep it.http:/大连理工大学电子音像出版社返回DialoguesJ: 下午好,欢迎光临天天酒店 我能为您做些什么?

24、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代朋友预订 J=Jane (Housekeeper) S=Stephen Nobel (Guest)http:/

25、大连理工大学电子音像出版社vRole-playv李明亲自到希尔顿酒店（Hilton Hotel) 为下周要来海口度假的两位朋友预定客房，他预定了一间标准双人房，并支付了200元的订房押金保证订房，请你扮演角色完成对话。http:/大连理工大学电子音像出版社DialoguesDialogue 3J: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.

26、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 客房已满客房已满J=Jane (Receptionist) S=S

27、tephen Nobel (Guest)Translationhttp:/大连理工大学电子音像出版社DialoguesDialogue 3S: 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

28、 can go shopping near the hotel.S: Thank you. It is very kind of youJ: 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 isS: I really appreciate your help. See you.J: You are welcome. Thank you for your

29、calling. See you.Translationhttp:/大连理工大学电子音像出版社返回DialoguesJ=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

30、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: 我真的很感谢您的帮助 再见J: 不用谢 谢谢您的来电 再见客房已满客房已满 http:/大连理工大学电子音像出版社DialoguesNew 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furt

31、hermore 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.http:/大连理工大学电子音像出版社Useful Drills(注注:表示此话为客户所说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

32、 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.http:/大连理工大学电子音像出版社Useful DrillsII How to get information from the customers 如何从客户处获取

33、信息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

34、have the way to contact with you?请问要以谁的名义来订呢? Who is the booking for?http:/大连理工大学电子音像出版社Useful DrillsIII How to offer and get room rate 怎样提供和获知房价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 brea

35、kfast.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 chil

36、dren.我们已经将价格降至最低限度了 We have already cut the price very fine.http:/大连理工大学电子音像出版社Useful DrillsIV Confirm and register确认和登记确认和登记 V Booked up订房已满订房已满 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

37、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.htt

38、p:/大连理工大学电子音像出版社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

39、 I have your check out time, please?http:/大连理工大学电子音像出版社Tips1. 四种疑问基本句型四种疑问基本句型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

40、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?http:/大连理工大学电子音像出版社Tips2. 房间的类型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:http

41、:/大连理工大学电子音像出版社Tips2. 房间的类型房间的类型按房内装修程度来分,可以分为以下类型:http:/大连理工大学电子音像出版社Tips3. 酒店的星级划分酒店的星级划分 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) hotelhttp:/大连理工大学电子音像出版社Tips4. 接待有保证的预订接待有保证的预订接待有保证的客房预订(Rec

42、eiving 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http:/大连理工大学电子音像出版社Exercise

43、sExercise 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: Fr

44、om 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? _http:/大连理工大学电子音像出版社ExercisesExercise I: Complete the following dialogue according to the Chinese in brakets and t

45、hen 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

46、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. _http:/大连理工大学电子音像出版社ExercisesExercise I: Complete the following dialogue according to the Ch

47、inese 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, 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.

48、 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. _http:/大连理工大学电子音像出版社ExercisesExercises 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

49、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Answerhttp:/大连理工大学电子音像出版社ExercisesExercises 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

50、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 Answerhttp:/大连理工大学电子音像出版社返回ExercisesJ=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 t

51、ravel 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