宾馆房间预订

1、The Managers Remarks The aim of a hotel is to create a home away from home for all the traveling guests who need rest, food and drink. The Front Office of a hotel is not only its “show window” but also its “nerve center”. It is within this department that the guests vacation or business, and indeed,

2、 the hotels operation itself are made or ruined. 1 The Front Office staff seem to “do it all” receive reservations, register guests, assign rooms, distribute baggage, store guests valuables, provide information, deliver mails and messages, exchange foreign currencies, check room occupancies, check g

3、uests out and so on.2 In order to fulfill these tasks, the staff must have a neat and smart appearance, good manners, adaptability, efficiency, the sense of duty and a knowledge of languages. The most important of all the qualities is a real liking for people and a warm desire to help them.3 Besides

4、, Front Office staff should welcome and settle the guests complaints. That will soothe an unhappy guest and reveal the hotels problems so that the operation can be bettered. In short, all staff ought to remember that the hotel will enjoy greater financial success only with the greater satisfaction t

5、he guests receive from the “home away from home”. 4Room Reservations5Reservation Types1. Receiving an FIT Reservation接待散客预定2. Receiving a Corporate Reservation接待公司预定3. Receiving a Guaranteed Reservation接待有保证预定4. Revising a Reservation变更预定6Main points of Reservations 预定登记要素:1) Guest Information 2) Gu

6、ests Requirements3) Hotel Policies7Guest Information1）客人姓名（Guest Name）或团队名称（Name of Group）、编号（ Code ）；2）代订人姓名（ Contact Name）、联系电话（ Telephone Number）、单位（Company Name）及地址（Address）；3）人数（Number of Guests）；4）国籍（Nationality）；5）抵/离店日期（Date of Arrival/Departure）；时间（Time of Arrival/Departure）及入住天数（Length of

7、Staying）。6）折扣优惠（discount）及付款方式（payment）7）订房入住当天的保留时间（Cut-off Time）8Guests Requirements1）所需客房的种类（Room Types）及数量（Number of Rooms）；2）所需客房的条件：房间朝阳面 （A room with a front view）;房间背阴面（A room with a rear view） ；带洗澡间的单人房间 （a room with bath）一个不临街的安静房间 （a quiet room away from the street ）9酒店客房大致分为单间客房和套间客房 单间客

8、房有一间客房所构成，可细分为：1） 单人间（Simple Room）：配备一张单人床，适用于单身客人。2）大床间（Double Room）：配备一张双人床，较适合夫妇居住。3）双床间（Twin Room）：配备两张单人床，这类客房在酒店中比重极大，因此又称为酒店的“标准间（Standard Room）”。4）三人间（Triple Room）：配备三张单人床。10 套房由两间或两间以上客房构成，可细分为：1）普通套间（Junior Suite）：通常一间为起居室，另一间为卧室。2）商务套间（Business Suite）：专为商旅客人设计，一间为起居室兼办公室，另一间为卧室。3）复式套间（Dup

9、lex Suite）：也称立体套间，其布置为起居室在下，卧室在上，两间用室内楼梯连接。4）连接套间（Connecting Rooms）：也称组合套间。两间相连的客房用隔音性能好，均安装门锁的两扇门连接，并都配有卫生间；需要时，既可以作为两间独立的客房出租，也可作套间出租，灵活性较大。5）豪华套间（Deluxe Suite）：气派豪华，为两套间或三套间布置，三套间初起居室、卧室外，还有一间餐室或会议室，卧室配备大号双人床（King-size Bed）6）总统套间（Presidential Suite）：又称为特套间，一般由五间以上的房间组成，装饰布置极为讲究，通常在豪华酒店才设置此类房间。11H

10、otel Policies根据公安部门规定，访客请在服务台登记Visitors are required to register at the Front Desk as required by the Public Security Department；晚上12点过后，访客不得在房间逗留Visitors are not allowed in the guest rooms after 12:00 midnight；退房时间为中午12点以前Check-out time is before 12:00 noon.中午12点以后退房这另外加费If you check out after 12:0

11、0 noon, there will be an extra charge added to your bill宠物恕勿带入 Sorry, no pets allowed酒店对宾客预定变更、取消预定的规定Agreements on Reservation Amendments/ Cancellation12常用句型1 预订基本应对：Do you have one single room for two nights?(Room) Reservation. How can I help you?Id like to reserve a room.How many nights do you wi

12、sh to stay?How much is the room?Which date would that be?How many guests will there be in your party?May I know your name /phone number/e-mail?Could you hold the line, please? Ill check our room availability.Would you like to make a guaranteed reservation by credit card?132 海外预订May I have your airli

13、ne and flight number, please?We offer free transportation to and from the airport.We have a counter at the airport where our representative will escort you to the car.Do you know your arrival time at * Airport, sir?Do you mean local time?Where can we contact you in Guangzhou?Care of * Company, the n

14、umber is .We look forward to serving you. Have a safe trip.143 对房间和床具的偏好What type/kind of room would you prefer?Id like to reserve a room with a sea/mountain view.Id like a room with a very large bed/balcony.Certainly, sir. Well book you into a room with a Queen-size/King-size bed.154 房价和付款事项A singl

15、e room is US$80 per night, with 10% tax and a 10% service charge.We have a double at HK$800 and HK$1,000 available. Which one would you prefer?Does the price include breakfast?Im afraid we have no credit arrangements with your company. We will need an advance deposit by bank draft or in cash before

16、the reservation date.We offer special rates for your company, sir. For a single room, there is a 15% discount.Shall we charge this to your company?Which department (of your company) should the be made out to?Do you accept credit cards/travels checks?165 指定的房间没空缺或酒店客满Im afraid we have no twin rooms a

17、vailable, but we can offer you a double room.Im afraid we have no suites available. Would you mind a twin instead?Im sorry, but we are fully booked for those days as it is the peak season.Is it possible for you to change your reservation date?This is the busiest season. Im very sorry, but could you

18、call us again later this week? We may have some cancellations.Can you book me into another hotel in the area?We hope well have another opportunity to serve you.176 确认预订Is this a new reservation or a confirmation call?Id like to confirm a reservation.Your room is confirmed.Im afraid that we have no r

19、ecord of a reservation (for that date) in your name.Shall I make a reservation for you now?When did you make the reservation?In whose name was the reservation made?187 为客人更改/取消/延长预订Id like to extend my reservation for one more night.Well extend the reservation for you.Id like to change/cancel a rese

20、rvation.Certainly, sir. Well make the change/cancellation for you.19宾馆英语预订房间1Id like to book a double room for Tuesday next week.下周二我想订一个双人房间。2Whats the price difference?两种房间的价格有什么不同？3A double room with a front view is 140 dollars per night, one with a rear view is 115 dollars per night.一间双人房朝阳面的每晚140美元，背阴面的每晚115美元。4I think Ill take the one with a front view then.我想我还是要阳面的吧。5How long will you be staying?您打算住多久？6Well be leaving Sunday morning.我们将在星期天上午离开。7And we look forward to seeing you next Tuesday.我们盼望下周二见到您。208Id like to book a single room with bath from the after-noon o