酒店英语 课件 英文 Project1.2 Reservation

Project2Reservation01WordsandExpressions02UsefulExpressions03StandardOperationProcedures04Dialogues05Practicecontents行业PPT模板/hangye/06SupplementaryReadingWordsandExpressionshospitality n.

款待；好客cordial adj.热情有好的substantial adj.大量的；可观的popularity n.普及；流行category n.种类；范畴criteria n.标准；尺度singleroom 单人间doubleroom 大床间superiorroom 高级间deluxesuite 豪华套房executivesuit行政套房availableadj.可获得的;有空的confirm v.确定；确认guarantee v.确保；担保directly adv. 直接地reserve v. 预订request n. 要求；请求view n. 景色peakseason 旺季creditcard n. 信用卡expense n. 费用prefer v.更喜欢；宁愿airportpickupservice接机服务postpone v. 延迟fortunatelyadv. 幸运地period

n.期间；时期bottom n. 底部luxury adj. 豪华的exquisiteadj.精致的；精美的opulent adj.极富有的；富丽堂皇的experiencen.经历；经验；体验impressionn. 印象responsibilityn. 责任gather v. 收集personalized adj. 个性化的assign v. 分配opportunity n. 机会confirm v. 确认occupancy n.占有；居住；使用major adj.主要的；较多的recommend v. 推荐prompt adj. 迅速的courteousadj. 有礼貌的accurate adj.准确的；精准的vacate v. 空出primary adj.主要的；基本的smoothlyadv.平稳地；顺利地section n. 部门；部分WordsandExpressionsUsefulExpressions1.Whatkindofroomwouldyouliketohave?2.Doyouprefersmokingornon-smokingrooms?3.Forwhichdates?4.Howlongdoyouplantostay?5.Isitjustfortonight?6.Wehaveasingleroomavailableforthosenights.7.WecanconfirmadoubleroomforJune16andJune17.8.Unfortunately,we'vefullybookedfordeluxesuites,butIcanbookyousuperiorrooms.9.Canwefindyouaroominanotherhotel?10.Sorry,wewon'tbeabletoguaranteeyouasuperiorroomforJune1.UsefulExpressions10.Sorry,wewon'tbeabletoguaranteeyouasuperiorroomforJune1.11.CouldItakeyourname,please?12.MayIknowyourphonenumber,please?13.Who'sthereservationfor?14.MayIhaveyouremailaddress,please?15.JustcontactmedirectlyandIwillpayalltheexpensesinyourhotelforher.3.StandardOperationProceduresofRoomReservations1.Answerthephonecorrectly,usingthestandardgreeting.2.AccesstothePMSguestprofiletocheckifguestisareturnguestornot.3.Askifthecallerisamemberoftheloyaltyprogram,orifhehasstayedwithusbefore.Incaseofreturnguest,obtainguestnameandcheckguestprofileforpreviousrate.(Incaseofreturnguestbooking,besuretoconfirmtelephonenumbercontactisstillvalid).4.Forallrepeatbusiness,makethebookingbyusingtheexistingGuestProfile,ratherthancreatinganewone.Confirmallinformationiscorrectinprofile.5.Assoonastheguestnameisknown,addresstheguestbynameasmuchaspossible.StandardOperationProceduresofRoomReservations6.Identifytheroomtypeanddaterequired,andcheckavailabilityinthePMS.7.Whererequestedroomisavailable,quoteappropriaterateandaskguest'MayIbookthatforyou?'(Ifroomtypeisnotavailable,refertoprocedurerecheckingavailability).8.UponagreementfromtheguestobtainthefollowinginformationandkeyinthePMS:Guestname(checkspellingofsurnameandfirstname)ContactnumberCompanyname/addressincaseofcorporatebookingStandardOperationProceduresofRoomReservationsPaymentmethod(ifcompanyisonchargeback,checkthecreditfacilitiesofthecompanyhasbeenestablished,andadvisecallerthatauthorizationistobereceivedpriortoguest'sarrival)Explainhotelguaranteeand6pmreleasepolicyObtaincallerloyaltyprogrammembershipnumberOfferchoiceofsmoking/non-smokingroomIfpossible,obtainflightdetailsandarrivaltimeAskifcallerrequirestransportationfromtheairportandquotepricesaccordingly9.Brieflyrepeatmainbookingdetailstocallertoconfirmalliscorrect,includingtheroomtype,rateandarrival/departuredate.10.Ifguestrequestsaconfirmationoftheirbooking,reply'Certainly,itwillbesentin2hoursandatthesametimeobtainthephonenumber/emailaddressandrecordinthePMS.StandardOperationProceduresofRoomReservations11.Lookforanopportunitytoupsellortosellotherhotelfacilities,includingupsellingroomtypes,foodandbeverageproductsorhotelservicesetc.

Forexample:Afamilygroupof2adultsandachildmaybeanopportunitytoupsellastandardroomtoasuite

–“Wedohaveasuiteavailableforthatevening.Ithasaseparatebedroomforprivacyandmorespacethanthestandardroom.Itisonly…”Likewise,abusinesspersonwhoismeetingpeopleherecouldalsobeofferedanupgradetoasuite

–“wehaveasuiteavailableatthattime,whichhasaseparatebedroomandaloungewhereyoucouldconductyourmeeting.Itisonly…”Otherhotelfacilitiescouldalsobesold,includinghireofmeetingroomintheBusinessCenter,orawelcomegiftforacallerwhoidentifieshisbookingasaVIP.StandardOperationProceduresofRoomReservations12.Closethecallbysaying“Welookforwardtowelcomingyouonthe…”13.Waitfortheguesttohangupbeforeterminatingthecall.Scene1:FITReservationMr.GeorgeSmithiscallingInterContinentalHangzhoutoreservearoom.TheReservationistreceiveshisphonecall.R:Goodmorning,Reservation.AliceSpeaking.HowmayIhelpyou?G:Goodmorning.I'dliketoreservearoom.R:MayIhaveyourname,sir?Andforwhichdates,please?G:GeorgeSmith,fromApril5thto8th.R:ForthreenightsfromApril5thto8th.Couldyouplease,Mr.Smith?I'llcheckifforthosedays.G:OK.(Thereservationistchecksthehotel'sreservationsystemforroomavailability.)R:Thankyouforwaiting,Mr.Smith.Wehaveonlyforthosedays.Whichdoyouprefer?R:Reservationist G:Guestholdthelineforamoment下一页thereisaroomavailabledoubleroomsandsuitesavailableScene1:FITReservationG:Howmuchdoyouchargeforasuite?R:Ayuanpernightandanyuan.G:I'dlikeabusinesssuitethen.R:Certainly,Mr.Smith.MayIhaveyourphonenumber,please?Anddoyouhave?G:MyphonenumberiIfpossible,Iwouldliketohaveasuiteplease.R:Noproblem,Mr.Smith.Westillhavebusinesssuiteswithriverviewavailable.So,Ihavebookedyouabusinesssuitewithriverviewat1690yuanpernight,forthreenightsfromApril5thto8th.AndyourphonenumberiIsthatcorrect?G:Exactly.上一页R:Reservationist G:GuestAbusinesssuiteisat1690executivesuiteisat1990anyspecialrequestwithriverviewScene1:FITReservationR:Thankyou,Mr.Smith.Forunguaranteedreservation,wecanonlykeeptheroomforyoutill6pmasitisthepeakseasoninHangzhou.Ifyoumake,wecankeeptheroomovernight.Wouldyouliketomakeaguaranteedreservationbycreditcard?G:No,thankyou.Iwillbetherebeforethen.R:Thankyouverymuch,Mr.Smith.Welookforwardtoseeingyou.aguaranteedreservation上一页R:Reservationist G:GuestScene2:BookaRoomforaFriendTheReceptionistreceivesalady.Shewantstoreservearoomforherfriend(Aface-to-facereservation).R:Goodmorning,madam.WelcometoHolidayInnHangzhou.MayIhelpyou?L:Goodmorning,Iwantto.She'scomingfromLondonnextweek.R:Forwhichdate,please?L:NextweekfromOctober12thto15th.R:Thanks.Justamoment,please.Letmecheckthecomputer…Hmm…Ourroomsareforthosedays.Butwestillhaveavailable.Andtheroomrateis600yuan.Isthatallright?L:Thatwouldbefine.Shepreferstostayinyourhotel.R:MayIhaveyourfriend'sname,please?L:SusanWilliams.R:Receptionist L:Lady下一页bookadeluxeroomformyfriendalmostfullybookedonesuperiorroomwithking-sizebedScene2:BookaRoomforaFriendR:So,that'sasuperiorroomwithking-sizebedforMs.SusanWilliamsforthreenightsfromOctober12thto15that600yuanpernight.L:Yes,that'sright.R:MayIknowhertelephonenumber,please?L:JustandIwillpayalltheexpensesinyourhotelforher.I'mMaryLeeandhere'smybusinesscard.I'mworkingintheHangzhouofficeofPacificTradingCompany.AndI'dliketoasherflightisquitelate.Hereismycreditcard.R:Thankyou,Ms.Lee.Doessheneedairportpickupservice?R:Receptionist L:LadyL:No,thanks.Iwillpickherupattheairportanddrivehertoyourhotel.R:Noproblem,Ms.Lee.Hereisyour .Pleasesign .(Guestsignsthecreditcardvoucher)R:Thankyou,Ms.Lee.IsthereanythingelseIcandoforyou?L:No,that'sit.R:We'lllookforwardtoseeingyouandyourfriendonOctober12th.L:Thanks.Bye.R:Goodbye.Haveaniceday.上一页contactmedirectlytohaveherroomguaranteed

creditcardandslipatthebottomScene3:ChangeaReservationAguestcallstoHolidayInnHangzhoutochangeareservation.TheReservationistreceiveshisphonecall.R:Goodafternoon.RoomReservation.MayIhelpyou?G:Yes,thisisAnnacallingfromLondon.I'vegottenintotrouble.Youknow,Iatyourhotelfor,butsincethemeetinghasbeenpostponed,Ihaveto.R:MayIhaveyour,please?G:.R:AnnaButler.Yes,hereweare.Adeluxeroom,andyourreservationis.R:Reservationist G:Guestreservedadeluxeroom下一页July4th,5thand6thtoJuly15th,16thand17thchangethedatesofthereservationconfirmationnumber85116745,underthenameofAnnaButlerguaranteedbyyourcreditcardScene3:ChangeaReservationG:Right.Doyouthinkit'spossibleformetochangethereservation?R:Letmecheckthereservationsystem,please.Yes,fortunately,wedohave .G:Thankyouverymuch.R:It'smypleasure.Haveaniceday.R:Reservationist G:Guestadeluxeroomavailableduringthatperiod上一页PracticeLilyWilsonisareservationistatCrownePlazaHangzhou.ShetakesaphonecallfromaBritishguestwhowantstoreservearoomthroughalong-distancecall.Completethefollowingconversationwiththeappropriatewordsandphrases.L:Goodafternoon.CrownePlazaHangzhou,Reservation.HowmayIhelpyou?G:Yes,hello.I'dliketo(1)______________fornextMondayandTuesdaynight,please.L:Soyouwill(2)___________on7Juneand(3)_________on9June?G:Yes,that'sright.L:Andwouldyoulike(4)___________or(5)_________________?G:Non-smokingroom,please.L:Non-smokingroom…Yes,wehaveasingleroom(6)_________forthosedays.G:Thankyou.Howmuchistheroomrate,please?L:Theroomrateis(7)____________________,sothat's1360Yuanintotal.G:Ok,noproblem.Task1L:Lily G:GuestPracticeL:MayI(8)_________________,please?G:Yes,it'sHarryClinton.L:Mr.HarryClinton.I'vegotthat,Mr.Clinton.Haveyoustayedwithusbefore?G:No.It'smyfirsttimetoHangzhou.L:MayIhave(9)___________________,please?G:Sure.It'L:Thanks.Whattime(10)__________________onMonday?G:I'llbethereby2p.m.,Iexpect.L:So,Mr.Clinton.YouhavebookedaNon-smokingsingleroomfromJune7thto9that(11)____________andyourphonenumberiIsthatright?G:Yes,good.Thankyou.L:You'rewelcome.Task1L:Lily G:GuestPracticeMakeupaconversationaccordingtotheinformationprovidedbelow:GuestInformation：Name: MikeJacksonArrivalDate: October27thFlightNumber: CA961ExpectedArrivalTimeoftheFlight:

14:45DepartureDate: October29thContactNumber:

(0oomType: Executiveroomwithking-sizebedGuaranteed: YeswithcreditcardReservationist:

RoomRate: RMB1600YuanpernightincludingbreakfastAirportPick-upService:

600YuanTask2SupplementaryReadingReservationService预订服务Sellthehotelproductsandservicesusingupsellingandsuggestivesellingtechniques.运用增销和推荐性销售技巧来销售酒店的产品和服务。Developandmaintainaregularpatternofsalescalls.发展和保持定期进行销售拜访的模式。Prepareandexecuteactionplanswhichincreasereservationsalesandassociatedbusiness.准备和执行增加预订销售和相关业务的工作计划。Recordandprocessreservationsmadebyphone/fax/email.记录和处理电话预订、传真预订、电子邮件预订。Acceptwaitlistreservations.接受等候单上的客人预订。Processamendmentstoreservationssuchasextensions,earlydepartures,etc.处理对预订的修改，如延长入住、提前离店等。Manage“noshow”reservationsbyinvestigationandrecording.调查和记录未按预订抵店的预订。服务内容Recordspecialbillingarrangementsforgroupsandconventions.记录团队和会议的特别账单安排。LiaisewithFrontOfficeManagerorFinanceManagerforallreservationsrequiringcreditapproval.与前厅部经理或财务经理联系所有要求信用审批的预订。MonitorreservationlevelsandinformManagersofcurrentandfutureoccupancyrates.监测预订情况，并向经理通报目前和将来的入住率。Preparereportsasre