实用酒店英语(第三版)unit1客房预订复习过程

Unit1RoomReservations客房(kèfánɡ)预订LearningObjectivesLearnhowtoreceiveroomreservations;学会(xuéhuì)怎样接待客房预订；Learnhowtochangeroomreservations;学会(xuéhuì)怎样更改客房预订；LearnhowtomakeareservationontheInternet.学会(xuéhuì)怎样进行网络客房预订。第一页，共34页。第二页，共34页。第三页，共34页。第四页，共34页。第五页，共34页。（2）前台常用(chánɡyònɡ)词汇第六页，共34页。J=Jane(Receptionist)

S=StephenNobel(Guest)J:Goodafternoon,Reservations.CanIhelpyou?S:ThisisStephenNobel.I’dliketoreservearoomformyfriends.J:Oh,Mr.Nobel.Whattypeofroomdoyouprefer?S:Adoubleroom,please.J:Forwhichdates?Andhowmanyguestswillbearriving?S:FromMay20thtoMay22nd.Twopersons.J:Holdon,please.OnedoubleroomfromMay20thtoMay22nd.Yes,westillhaveroomsavailable.TheratewillbeRMB680yuanpernight.S:OK,that’sfine.J:CanIhaveyourguests’names,please?S:JohnWhiteandhiswife.Canyougiveusaspecialratesinceoursisacompanybooking?J:Thereisa25%companydiscount.S:Great.Withorwithoutbreakfast?J:Theroomrateincludesfreebreakfast.Howwouldyouliketomakethepayment,sir?S:MyVisaCard.Thecardnumberis6235669545852695.J:Thankyou.Howwilltheybearriving?S:Byair.Doyouofferairportpick-upservices?J:Yes.Whatistheirflightnumber?S:FlightKW760,arrivinginBeijingat1:00p.m.onthe20th.J:OK,ourhotelshuttlebuswillpickthemupattheairportwhentheyarrive.S:Thankyou.Goodbye.J:You’rewelcome.Goodbye,Mr.Nobel.Dialogue1ReceivingReservation接待(jiēdài)预订第七页，共34页。J=Jane(Receptionist)

S=StephenNobel(Guest)J:Goodmorning,RongjiangHotel,Janespeaking.S:Hello,mynameisStephenNobel.IneedtocancelmyreservationfornextFriday,July12th.Canyouhelpmewiththat?J:Ofcourse.Couldyoutellmeyournameandthereservationnumber,please?S:It’sStephenNobelandthereservationnumberisRJ7638HT.J:Mr.Nobel,that’sfine.I’vecancelledyourreservationforyou.S:That’sgood.J:There’snocancellationchargebecauseyou’vecancelledwithinour48-hourcancellationdeadline.S:Good.J:Wouldyoulikemetosendyouaconfirmationemail?S:Yes,please.Thankyouandgoodbye.J:Bye.Dialogue2ReservationChanges预订(yùdìng)更改第八页，共34页。J=Jane(Receptionist)

S=StephenNobel(Guest)J:Goodafternoon,Reservations.MayIhelpyou?S:Hello,thisisStephencallingfromAmericaSteelCompany.I’dliketoknowifyouhaveroomsavailableforthenightsfrom18thSeptemberto23rdSeptember.Wearegoingtohaveabusinessfair.J:MayIaskhowmanypeopletherewillbeintheparty,sir?S:Tenpersons.J:Whatkindofroomswouldyouliketoreserve,sir?S:Onesuiteandninesingle.J:Justamoment,please,sir...yes,wehaveroomsavailablethen.Sothat’sonesuite,ninesingle,arrivingonthe18thofSeptemberandcheckingoutonthe23rd.AmericaSteelCompany.S:That’sright.Well,isthereaspecialrateforagroupreservation?J:Yes,wecanofferyoua20%discount.Bytheway,couldyoutellmehowyouwillbesettlingtheaccount,please?S:Thecompanywillcoveralltheexpensesandwe’llsendyouachecksoon.J:Thankyouforcalling,sir.Welookforwardtowelcomingyou.Dialogue3ReceivingaCorporateReservation接待公司团体(tuántǐ)预订第九页，共34页。第十页，共34页。(注：★表示(biǎoshì)客户用语)1.HowtoGreetWalk-inCustomersorCustomersonPhone如何接待上门顾客或电话预订(yùdìng)顾客Goodmorning,Reservations.Janespeaking.CanIhelpyou?早上好。我是订房部的Jane。有什么可以帮到您的吗？Goodafternoon.WelcometoTiantianHotel!MayIhelpyou?下午好。欢迎光临天天酒店！有何吩咐呢？★I’dliketobookasingleroomforWednesdaynextweek.我想要订一间下周三入住的单人房。★I’dliketobookadoubleroomformyfriend.我想为朋友预订(yùdìng)一间双人房。第十一页，共34页。(注：★表示(biǎoshì)客户用语)2.HowtoGetInformationfromtheCustomers如何从客户处获取信息Howlongwillyouplantostay?您打算(dǎsuàn)住多久呢？Howlongwillyoubestaying?您打算(dǎsuàn)住多久呢？Whichdatewouldthatbe?/Forwhichdate?请问要订什么时候的？Whattypeofroomdoyourequire?请问您要哪种房型？Howmanyroomswillyourequire?请问您要订多少间房呢？MayIhaveyourname/telephonenumber,please?请问您的名字/电话号码是?Howmanyguestswilltherebeinyourparty?您一行有多少人？MayIhaveyourairlineandflightnumber,please?请告诉我您搭乘的航空公司和航班号码好吗？第十二页，共34页。(注：★表示客户(kèhù)用语)3.HowtoOfferandGetRoomRate怎样提供和获知房价★Howmuchdoesadoubleroomcost?一间双人房要多少钱呢？★Doesthepriceincludebreakfast?这个价钱包括早餐吗？RMB380pernight,withbreakfast.每天380元，送早餐。WehaveadoubleatRMB800andRMB1,000available.Whichonewouldyouprefer?我们有价位人民币800元和1000元的大床房，您喜欢哪一种呢？WechargeRMB600foradeluxetwinpernight.双人豪华房，每间每晚人民币600元。Theprice/rateforaminimumof5roomsis20percentoff.如果起订5间房，房价可以享受20％的优惠。I’msorry,butthereisnodiscount.对不起，我们不提供折扣(zhékòu)。Weofferspecialratesforyourcompany,sir.Forasingleroom,thereisa15%discount.我们酒店为贵公司提供特价，先生。单人房可以打8.5折。Wehavealreadycutthepriceveryfine.我们已经将价格降至最低限度了。第十三页，共34页。(注：★表示(biǎoshì)客户用语)4.ConfirmandRegister确认和登记Isthisanewreservationoraconfirmationcall?您这个电话是新的预订，还是(háishi)确认预订呢？Yourroomisconfirmed./Yourreservationisconfirmed.您的预订已经得到确认。Wouldyoupleasecompletethisregistrationform?请您填写这张登记表好吗？ShallImakeareservationforyounow?我现在为您预订好吗？Inwhosenamewasthereservationmade?这项预订是用谁的名字订的？Yourroomisconfirmedforthatday.Welookforwardtoservingyou.您预定日期的房间已经确认了。我们期待着为您服务。第十四页，共34页。(注：★表示客户(kèhù)用语)5.BookedUp订房已满I’mafraidwehavenotwinroomsavailable,butwecanofferyouadoubleroom.我们恐怕没有空余的双床间了，但是可以提供您一个(yīɡè)大床房间。I’msorry,butwe’reallfullybookedforthosedaysasitisthepeakseason.很抱歉，因为是旺季，那段时间的客房都被订光了。Thisisthebusiestseason.I’mverysorry,butcouldyoucallusagainlaterthisweek?Wemayhavesomecancellations.现在是最繁忙的季节。非常抱歉，但是能不能请您这个周末再打电话过来，可能会有人取消预订。I’msorry,butwehavenovacanciesatthemoment.对不起，我们现在没有空房。I’msorry,butallroomsaretaken.很抱歉，所有的客房都已经订满了。第十五页，共34页。1.FourBasicInterrogativeSentences四种疑问基本(jīběn)句型第十六页，共34页。第十七页，共34页。第十八页，共34页。第十九页，共34页。第二十页，共34页。2.TypesofHotelandRoom酒店(jiǔdiàn)和房间的类型（1）按酒店的经营(jīngyíng)类型与规模大小来分，可以分为以下类型：第二十一页，共34页。（2）按房间的床位数量与大小(dàxiǎo)来分，可以分为以下类型：第二十二页，共34页。（3）按房内装修程度来分，可以(kěyǐ)分为以下类型：第二十三页，共34页。（4）按房间(fángjiān)的房态来分，可以分为以下类型：第二十四页，共34页。第二十五页，共34页。第二十六页，共34页。3.HotelStarDivision酒店(jiǔdiàn)的星级划分第二十七页，共34页。4.ReceivingaGuaranteedReservation接待(jiēdài)有保证的预订第二十八页，共34页。Exercise1DialogueCompletionCompletethefollowingdialogueaccordingtotheChineseinbracketsandthenreaditinroles.J=Jane(Receptionist)

S=StephenNobel(Guest)J:____________________________________________________________?（早上好，我是订房部的Jane，有什么可以帮到您吗？）S:ThisisStephenNobelcallingfromAmerica._______________________．（我想要(xiǎnɡyào)订一间房）J:___________________________________________________?（好的，诺贝尔先生。您打算住多久呢？）S:Fivenights,please.J:_________?（您要订哪天的房呢？）S:FromAugust10thto13th.J:Forfournights.______________________________?(您打算要哪种房型？)S:I’dliketobookadoubleroomformyselfandmywife.What’stherate?Goodmorning.Reservation.Jane’sspeaking.HowcanIhelpyou?I’dliketoreservearoomYes,Mr.Nobel.HowlongwillyoubestayinginthishotelForwhenWhatkindofroomwouldyoulike第二十九页，共34页。J:__________________________________________________________.（标准(biāozhǔn)双人间每天320元，豪华双人间每天360元。）____________________?（您要哪一种？）S:I’lltakeastandarddouble.Itisabout40USdollarspernight,isn’tit?J:Yes,Mr.Nobel,astandarddoubleroom,______________________________.（时间是从8月10日至13日。）AmIcorrect?S:Yes,youareright.J:__________________________?(你们几点钟到酒店呢？)S:______________.(大约下午5点。)J:Yes,Mr.Nobel.Wewillpickyouupattheairport._______________________?（我们要怎样联系您呢？）S:Youcancallmyfriend’snumberewillalsogreetmeattheairportthatday.Andyoucanfindme.J:_____________________,（感谢您的来电，）Mr.Nobel._____________________________________.（期待您的光临。）Goodbye.S:That’sfine.Thankyou.Goodbye.It’sRMB320forastandarddoubleandRMB360foradeluxedoubleWhichonedoyoulikefromAugust10thtoAugust13thWhattimewillyoubearrivingAround5p.mHowcanwecontactyouThankyouforcallingWearelookingforwardtoyourcoming第三十页，共34页。Exercise2Role-play1.假设你是北京天天酒店的预订员Jane。你接到了一位客户从大连打来的电话，他一个人驾车来北京休闲旅游（leisuretravel），要预订一间豪华单人间，并先用信用卡保证预订（creditcardguaranteedreservation）。请你和你的同学模拟对话中的角色，准备(zhǔnbèi)该对话，然后在班上进行口头表演。J=Jane(Receptionist)

S=StephenNobel(Guest)J:RoomReservation.CanIhelpyou?S:Yes,IamcallingfromDalianCity.IwillmakealeisuretraveltoBeijingnextweek.SoIwanttobookaroomatyourhotel.J:That’swonderful.Whichdate,please?S:FromSeptember9th.J:Forhowmanynights?S:Fortwonights.J:Howmanyguestswilltherebeinyourparty?S:Justmywifeandmyself.第三十一页，共34页。J:Whatkindofroomwouldyouprefer?Asingleoradouble?S:Asingle,please.J:Couldyouholdtheline,please.I’llcheckthelist…Thankyouforwaiting,sir.WehaveasingleroomatRMB150andanotheratRMB180.Whichonewouldyouprefer?S:I’dliketotaketheRMB180.J:Doyouwishtoguaranteetheroom?S:Yes,Ineedto.J:Willthatbeyourcreditcardorwillyoupayinadvance?S:Mycreditcard,please.J:MayIknowthetypeofcardandthenumber?S:Yes,it’sVisa.Thecardnumberis,expirationdateisDec.10th,2018.AndmynameisStephenNobel.J:Thanks.Mr.Nobel.OnesingleroomarrivingonSeptember9thandleavingonSeptember11th,innameofMr.StephenNobel.TheratefortheroomisRMB180pernight.Thisisaguaranteedreservationandwillbeheldforyou.Yourcreditnumberis4XXXXXXXXXXXXX66.AmIcorrect?S:Yes,th