酒店英语room-reservation知识分享

1、酒店英语Room-ReservationOften provides first and last impression. Often has longest contact with guest. There are different parts in the front office of a hotel. The front office staff seem to “do it all”-store/deposit guests valuablesdeliver mails and messagesexchangeReservationReceptionCashierComplain

2、tsBusiness InformationPhone callsDeliver Baggagemeet and greet guestsissue keys and other security arrangementsprovide services when customers askedRoom ReservationReception DeskInformation DeskConciergeSwitch BoardCashier the first connection between guest and the hotel. can be made face to face, o

3、ver the phone; through e-mail, fax, or letter; by guests themselves or a third party Confirmation is necessary, and required. can be changed or cancelled with advanced notification. With the development of the internet, there is a tendency to build a network connecting hotels, airlines as well as so

4、me travel agencies.Room reservationUnit OneRoom Reservation Part 1 Handling a ReservationPart 2 Confirming or Adjusting a ReservationPart 3 Fully BookedPart4 Cancelling a reservationRoom Reservation Part 1Part 1Handling a ReservationHandling a ReservationTask 1 SpeakingTask 2 ListeningTask 3 Role-pl

5、ayLearning ObjectivesGet familiar with the procedures of handling room reservationsMemorize the useful expressions in room reservationRole play the dialogues Clerk 员工 Client/guest 顾客 Receptionist 接待员Book/Reservation 预订 Confirm/Confirmation 确认 Cancellation 取消Arrival date 抵店日期Departure date 离店日期 Full

6、name 全名Free of charge 免费Single room 单人间 Double room 双人房 Twin room 标准间Triple room 三人间 Suite 套房 Deluxe suite 豪华套房 Presidential suite 总统套房 Room change 房价 Special rate 优惠价 Service charge 服务费 Discount 折扣 C: Good morning. Room Reservations. May I help you?G: Yes. Id like to reserve a room. C: Thank you. F

7、or which date?G: From January 5th. C: For how many nights?G: For four nights.C: How many guests will there be in your party?G: Just my wife and myself. So I prefer a double, please.C: Hold the line, please. Ill check our room availability for those days. Thank you for waiting, we have a double at RM

8、B 1,000 and at RMB 1,500. Which would you prefer?C:clerk G:guestG: Ill take the one at RMB1,500.C: Certainly. May I have your name and initials, please?G: Yes, its Tom Cruise T.C.C: Mr. Tom Cruise. May I have your phone number, please?G: Yes, the number isC: What time do you expect to a

9、rrive, sir?G: Oh, around 7 p.m., I suppose.C: Id like to confirm your reservation. a double room for Mr. and Mrs. Cruise at RMB1,500 yuan per night for four nights from January 5th to 9th. My name is Mary and we look forward to serving you.Asking information1.For which date？2. For how many nights?3.

10、 Which kind of room would you prefer, a double or a single?4. Could you give me your name, please?5. May I have your telephone number, please?Asking Information1.For which date？2. For how many nights?3. Which kind of room would you prefer, a double or a single?4. Could you give me your name, please?

11、5. May I have your telephone number, please?p From January 5th. p For four nights.p A double room.p Yes, its Tom Cruise.p Yes, the number isListening practice Listen and write down what you heard. 1.Sorry, sir. We dont have your reservation. 2.May I have your credit card number? 3.What

12、type of room would you like? 4. How many guests will there be in your party? 5.Mr. Smith is calling to make a reservation for a Double Room for his colleague, Mr. Terry Thompson, who is arriving in China with his wife on October1.Reservation for othersGood morning. Room Reservations. May I help you.

13、Yes, Id like to reserve a room.Tipsgreet the guest telephone numbername room typesdate of arrival and departureR: Good morning. Room reservation. May I help you?G: Yes, Id like to reserve a room for a colleague.R: Thank you, sir. Which date would that be?G: For one week. From October 1 to 7.R: Which

14、 kind of room do they want?G: A double. Hell be accompanied by his wife. R: Could you hold the line, please? Ill check our room availabilitythank you for waiting. Im afraid we have no double rooms, but we do have some twin rooms at RMB1,000 and RMB1,500 available. G: The one at RMB1,500 sounds fine.

15、 Example dialogueR: Certainly, sir. May I know the name of your colleague and his wife. G: Mr. and Mrs. Terry Thompson. R: Thank you. May I have your name and telephone number, please? G: Yes, its 820730, extension 1301. I work in IBM China. My name is Bill Smith. R: Do you know their flight number

16、and arrival time.G: Yes, its Pan American Flight #009. his flight arrives at 2 p.m., ao he should be there by 5 p.m. at the earliest.R: Thank you very much. My name is Mary. If you have any further enquiries, please dont hesitate to contact me. We look forward to serving your colleague.Example dialo

17、gueR:Fortune Hotel. Reservations. May I help you?G:Yes. My name is Bill Richard calling from the International Trading Company. Id like to reserve rooms for my group.R:What rooms do you prefer?G:We have30 people. Fifteen twin-bed rooms with a bath, please.R:For which dates, Mr. Richard?G:From Januar

18、y 22 to 24.R:Just a moment, please. Fifteen TWBs for January 22,23 and 24.Yes, we still have those rooms available.R=Reservation Clerk G=GuestG:Then how much do you charge?R:600 yuan RMB.G:Fine. One more thing ,may we use the hotel meeting room during our stay in your hotel? We are to have a meeting

19、 on the afternoon of January 23, from 3:00 p. m to 5:00 p.m.R:No problem. We can make it for you ,but we charge 400 yuan RMB per hour for the use of the hotel meeting room.G:Oh, I see. Any discount?R:There is a 15 percent discount. And well send you a confirmation by fax within five days. May I know

20、 your fax number, please?G:You may fax at 69691818.R:Thank you, Mr. Richard.The Procedures of Reservation1253467Greeting Reservation Information arrival datedeparture datelength of stayingroom type Number of roomsnumber of guestsReservation recordfill out the reservation cardGuest informationguest n

21、amename of group contact name telephone number Confirm accept confirmWishesexpress your wishesSearchingavailable roomneeded room(Room) Reservations. Can I help you？Which kind of room would you like?When would you like your room, sir?For which date?How many nights, please?How long do you plan to stay

22、?How many guests will there be in your party?How many people in the room for?Could you hold the line please?May I have your credit card number?Could/may I have your name/address/telephone number?Ill check if we have vacancy.A single room is 90$ per night, with a 10% service charge.We have special ra

23、tes today.We have twins at US$120 and US$180 per night.We offer a 10% discount for group reservation ,sir.We will need an advance deposit of $180.I can book you a double room for.(date)I m afraid we have no single room available as it is peak season.We are looking forward to serving you.Room Reserva

24、tion Part 2Part 2Confirming or Adjusting a ReservationConfirming or Adjusting a ReservationTask 1 SpeakingTask 2 ListeningTask 3 Role-playR:AIB Hotel .Good morning. May I help you?B:Yes. This is Adrien Brody. Id like to make an adjustment of my reservation.R:Certainly, Mr. Brody. May I have the date

25、 of your reservation, please?B:It is on April 18th, for 5 nights. My flight to Beijing extends to 23rd because of the company arranging. So I have to stay in the hotel for one more night until the 23rd. Mr. Brody (B) calls AIB Hotel to adjust his reservation. The Telephone rings and a receptionist (

26、R) answers the phone. R:Could you hold on a second, please? Ill check our reservation record, Mr. Brody.(After a while) Yes ,Mr. Brody. You can have the twin room for 6 nights from April 18th to 23rd.B: Thats great. Thank you.R:You are welcome. We are expecting to see you soon.1. Questions about the

27、 conversation A: Why does the caller have to revise the reservation? His traveling schedule has to change according to the companys arranging, so he called to revise the reservation. B: What does the reservationist ask to know the date of the reservation? In order to find the reservation record quic

28、kly, the reservationist wants to know the date.ActivitiesMr. Green is calling to revise a reservation. He booked a twin rooms from next Monday to Wednesday.Room Reservation Part 3Part 3Fully BookedFully BookedTask 1 SpeakingTask 2 ListeningTask 3 Role-playR: Good afternoon. This is Room Reservation.

29、 May I help you?W: Yes. Do you have a single room for seven nights from September 1st to 7th?R: Just a moment, please. I am sorry, sir. We are fully booked in that period.W: Oh, thats too bad.R: Is it possible for you to change your reservation date?W: No, Im afraid not.R: Would you like us to put y

30、ou on your waiting list and call you in case we have a cancellation?W: That sounds good, but if you do have any cancellations, could you let me know as soon as possible? Mr. Wang (W) calls Beijing Hotel. The Telephone rings and a receptionist (R) answers the phone. R: Sure. Besides, you can check on

31、 the Internet to see if you have the reservation. We have a global reservation system through the Internet. Our web site is .W: Thank you. Thats very kind of you. By the way, could you please recommend me another hotel which is close to your hotel? Just in case.R: Certainly. Id suggest that you may

32、try Beijing International Hotel.W: Do you know the rate for a single room there?R: Well, the same with our hotel. It is US? 100 per night.W: I see. Do you know the telephone number?R: Yes, its 010-5679-3243.Shall I call the hotel for you now?W: No, thank you very much. I really appreciate your help.

33、 Goodbye.R: Goodbye. Thank you for calling.1. Questions about the conversation If a guest calls to make a reservation when your hotel happens to be fully booked, what advice would you give to the guest?You can give some advice as follows: Suggest other type room that is available;Put the guest on wa

34、iting list if allowed;Change the arrival time if possible;Advise other hotels; ActivitiesSorry, we are over-booking.A. Mr. Black would like to book a double room from March 4 to 7. Unfortunately the hotel is fully booked for those days. The reservationist booked a double room from a nearby hotel for

35、 Mr. Black.B. Mr. Zhu is calling to reserve 10 double rooms for a group from August 4 to August 9 .Unfortunately, there are not enough double rooms in the hotel.Room Reservation Part 4Part 4Cancelling a reservationCancelling a reservationTask 1 SpeakingTask 2 ListeningTask 3 Role-playR: Room Reserva

36、tion, May I help you?B: Yes. Id like to cancel a reservation, because the meeting schedule has been delayed.R: Thats OK. Could you tell me under whose name the reservation was made?B: Its under my name, B-L-A-C-K.R: And what was the date of the reservation?B: From January 16th for three nights.R: Excuse me, but is the reservat