《酒店专业英语》课件-第一章 酒店预订

酒店专业英语HospitalityEnglishReservation

Task1PhoneCallReservation

Vocabularyreservationn.预订accessibleadj.可得到的adjoiningadj.相邻adjacentadj.相邻balconyn.有大阳台房presidential a.总统的arrival n.到达departure n.离开available a.可使用的Whatinformationdoesareservationistneedtomakeareservation?guest’sname&phonenumberarrivalanddeparturedatesroomtype…RoomTypeSingle------Aroomwithonebed.DoubleTWB------twinbedswithbathroom.DWB------doublebedwithbathroom.King------Aroomwithoneking-sizebed.showerbathRoomtypeBusinessroom-----Aroomforbusinesstravelersthatmayincludeamenitiessuchasacomputermodem,faxservice,andadailynewspaper.Suite------Asittingareaconnectedtooneormorebedrooms(deluxesuite/Japanesesuite/Frenchsuite/Businesssuite/presidentialsuite…)SpecialrequestsAccessible-----Aroomdesignedforguestswithdisabilities.Adjacent-----Roomsnexttoeachotherwithnoconnectingdoor,orroomsacrossthehallfromeachother.Adjoining-----Roomsnexttoeachother,connectedbyadoor.Balcony-----Aroomwithaglassdoorbehindthecurtains,openingtoabalcony.WithaviewMEGAHOTELReservationForm

Dr/Mr/Mrs/Miss/Ms_______________________________________________Arr.date______________________Dep.Date_________________________ETA:_________________________NoofNight:_______________________Roomtype:____________________NoofRooms:______________________Noofpersons:__________________Ratequoted:_______________________Homeaddress:_________________Contactname:______________________PhoneNo:______________________Companyname:_____________________Methodofpayment:_____________Address:___________________________CrcardNo:____________________Phone/faxNo:_______________________Gtdbooking:Yes/No_____________ConfNo._______________________Remarks:__________________________________________________________Takenby:_____________________Date:________________________________EstimatedTimeofArrivalReadthetaskLearnthetaskstepbystepPracticethetaskCONTENTSONEReadthetaskReadthetaskAguestwouldliketomakearoomreservationforhisbossbyphone.Thereservationistwillreceivethereservationandhelptheguestfillinthereservationform.TWOLearnthetaskstepbystepWOLearnthetaskstepbystep1.GreetguestsGoodafternoon,mayIhelpyou?——————————————————————————————2.Askwhattypeofroomsthey’dliketohaveWhattypeofroomwouldyoulike?——————————————————————————————3.Asktheguest’snameForwhomisthereservation,please?MayIknowyourname?Couldyoutellmeyourname?——————————————————————————————

Learnthetaskstepbystep4.AskforthearrivalanddeparturedatesHowlongwillyoubestaying?Andforwhichdates?Couldyoutellmeyourarrivalanddeparturedates?Forwhichdates?Howlongdoyouplantostayhere?

——————————————————————————————5.Asktheguestifhe’dlikebreakfastWouldyoulikebreakfast?

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Learnthetaskstepbystep6.RepeatandconfirmthereservationWearehappytoofferyouadoubleroomonthefifthfloorwithaviewoftheseafromthe3rdofOctobertothe8th.Well,aFrenchsuitewithbreakfastfromMay15thtoMay19th.Isthatcorrect,Mr.Smith?

——————————————————————————————7.TelltheguestwhattheroomrateisTheroomrateis800RMBperday.1088YuanRMBpernightincludingbreakfast.IsthatOK?Therateforadoubleis200USdollarspernight.

——————————————————————————————Learnthetaskstepbystep8.Knowabouttheguest’sarrivingtimeCouldyoutellmeyourtimeofarrival?Whattimewillyoubearriving,Mr.Smith?Willyoucheckinatmidnight?Atwhattimewillyouarrive?

——————————————————————————————9.KnowaboutthewayofpayingHowwillyoubepaying?Howareyougoingtopay,incashorbycreditcard?

——————————————————————————————Learnthetaskstepbystep10.Helpguestswithspecialrequests客人一般也会提出如下问题:G:Canyoumeetmeattheairport?It’smyfirsttriptoShanghai.R:Oh,wewillarrangeitforyou.Ourshuttlebuswillbewaitingforyouattheairport,Mr.Smith.OrG:Isthereanyspecialrateforme?R:I’mafraidnot.It’sthepeakseasonnow.OrG:HowcanIguaranteemyreservation?R:I'lljustneedyourcreditcardnumberandI'lltakecareoftherest.Learnthetaskstepbystep11.Expressgoodwishesandsaygood-byeWewishyouhaveagoodtimeandseeyouagain,goodbye.Hopeyouwillenjoyyourstaywithus,goodbye.Youareexpectedtobehereinourhotel,goodbye.You’rewelcome.Goodbye,Mr.Smith.Hopewe’llhaveachancetoserveyouthenexttime.Lookingforwardtoseeingyouonthe25th,goodbye.

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TPracticethetaskHEERPracticethetaskAguestwouldliketomakearoomreservationforhisbossbyphone.Thereservationistwillreceivethereservationandhelptheguestfillinthereservationform.Workinpairstorole-playatelephoneconversationaboutroomreservationwithyourpartner,youactasthereservationist,yourpartnertheguest.Changeyourroleswhenfinishingtheactivity.Practiceseveraltimesuntilbothofyoubecomefluent.Furtherpractice

Makearoleplaywithyourpartnerandfinishconversationaccordingtothesituation.

Situation:CelinaZhangcallshotelforhismothercomingtoShanghaifromOctober1st~3rd.HermotherwilltaketheflightCA356andlandedonPVG.ThereisaspecialratefortheNationalHolidayat￥600.Theguestwillpayincash,notguaranteetheroom.

.AssessmentChartName:Position:Task:Content:☆

☆☆

☆☆☆1.Complete□□□2.Well-organized□□□3.Creative□□□Language:

☆

☆☆

☆☆☆1.Withfluency□□□2.Withgoodpronunciation&intonation□□□3.Understandable□□□4.Withanaccent□□□Performance:☆

☆☆

☆☆☆1.Withconfidence□□□2.Withcourtesy□□□3.Withgoodserviceattitude□□□Distinctionareas:ConclusionGetthenecessaryinformationfromtheguest,

suchas:dates,name,contactnumber,roomtype…2.Checktheroomratewiththeguest

Task2GroupReservation

Vocabularydelegation n.代表团confirmv.确认discount n.折扣flight n.飞机航班conference n.会议ReadthetaskLearnthetaskstepbystepPracticethetaskCONTENTSONEReadthetaskReadthetaskAguestcallsthehoteltoreserveroomsforagroup，areservationistreceivesthereservationandhelpsguestswithspecialrequests.TWOLearnthetaskstepbystepLearnthetaskstepbystep1.GreetguestsGoodafternoon,mayIhelpyou?——————————————————————2.Askwhattypeofroomsthey’dliketohaveWhattypeofroomwouldyoulike?——————————————————————3.Asktheguesthowmanyroomshe’dliketoreserveHowmanyroomswouldyouliketobook?——————————————————————4.Askforthenameorthenumberofthegroup

MayIknowthenameofthegroup?Wouldyouliketotellmeyourgroupnumber?——————————————————————Learnthetaskstepbystep5.Askfortheguest’sname

MayIknowyourname?————————————————————————————6.ConfirmthedetailsofthereservationWecanconfirmyou12TWBsandaJapanesesuitefromMay23rdtoMay27th.10FrenchsuiteswithbreakfastfromMay15thtoMay19th.Isthatcorrect,Mr.Smith?——————————————————————————————Learnthetaskstepbystep7.Offeraspecialrateforgroupreservations

Forgroups,wegiveafifteenpercentreductionwithoutbreakfast.Weofferaspecialrateforgroupreservations,a20percentdiscount.Thereisaspecialrateforgroupreservations,afortypercentreductionwithoutbreakfast.————————————————————————————8.AskfortheflightnumberandarrivingtimeCouldyougivemetheflightnumber,incasetheplaneislate?Whattimewillyoubearrivingandwhat’stheflightnumber?MayIhaveyourairlineandflightnumber,please?DoyouknowyourarrivaltimeatShanghaiInternationalAirport,sir?——————————————————————————————Learnthetaskstepbystep9.Telltheguestwhattheroomrateis

Foronenight,adoubleroominourhotelis800YuanandaFrenchsuiteis1,200Yuan.————————————————————————————10.KnowaboutthewayofpayingHowareyougoingtopay?——————————————————————————————11.Expressgoodwishesandsaygood-byeThanksforcallingus.Wearelookingforwardtoseeingyou.——————————————————————————————TPracticethetaskHEERPracticethetaskAguestcallsthehoteltoreserveroomsforagroup.Areservationistreceivesthereservationandhelpsguestswithspecialrequests.Workinpairstorole-playaconversationaboutgroupreservationwithyourpartner.Youactasthereservationist,andyourpartnertheguest.Switchroleswithyourpartnerwhenfinishingtheactivity.Practiceseveraltimesuntilbothofyoubecomefluent.FurtherpracticeMakearoleplaywithyourpartnerandfinishconversationaccordingtothesituation.

Situation:Susan,anagentofacompany,reservesroomsinyourhoteltohaveaconference.Theconferencewillbeheldfrom15thto17thofJuly.Thereisaspecialrateforthegroupreservation.Theguestwillneedsomeequipmentofthemeetingandshewillpaybycreditcardtoguaranteetherooms.AssessmentChartName:Position:Task:Content:1.Complete□□□2.Well-organized□□□3.Creative□□□Language:1.Withfluency□□□2.Withgoodpronunciation&intonation□□□3.Understandable□□□4.Withanaccent□□□Performance:1.Withconfidence□□□2.Withcourtesy□□□3.Withgoodserviceattitude□□□Distinctionareas:Conclusion1.Checkthenumberofrooms.2.Payattentiontotheguestsspecialneeds:shuttlebus,conferenceroometc.3.Letthegroupleaderassignroomforthegueststoavoidtrouble.ReservationDesk

Task1ChangingReservation

Newwords&phrasesreservation

n.预约，预订；保留confirmation n.确认；证实deluxe adj.高级的；豪华的departure n.离开；出发guaranteev.保证；担保ReadthetaskLearnthetaskstepbystepPracticethetaskCONTENTSONEReadthetaskReadthetaskAguestcallsthehotelreservationtochangehisbookingandareservationistanswersthecallandchangesthebookingfortheguest.TWOLearnthetaskstepbystepLearnthetaskstepbystep1.GreetguestsIt’snicetomeetyouhere.——————————————————————————————2.AsktheguestswhattheconfirmationnumberisorthedetailsofhisbookingCanyougivemetheconfirmationnumber,please?Whattimeisitfor,please?Inwhatname,please?Howmanypeopleisitfor?——————————————————————————————3.ConfirmthereservationLetmejustconfirm.YoubookedastandardsingleroomfromFridaythe17thtoTuesdaythe21st.Thecostis800YuanRMBpernight,includingtax.Letmejustconfirmthedetailsofyourreservation.Sir,youreservedadeluxetwinat1200RMBanightforthreenightsfromJune21stforMs.ElizabethBeaulieu.Yourtelephonenumberis356-8672,isthatright?————————————————————————————LearnthetaskstepbystepLearnthetaskstepbystep4.KnowthereasonforchangingthebookingandthedetailsofthechangesWhatareyournewdates?Whatareyournewflightdetails?————————————————————————————5.ReconfirmthedetailsofthereservationandhelptheguesttochangehisbookingYouneedaJapanesesuitefromMay23rdtoMay27th.Isthatright?Well,youneedaFrenchsuitewithbreakfastfromMay15thtoMay19th.AmIcorrect,Mr.Smith?Ihavemadethatchanges.——————————————————————————————Learnthetaskstepbystep6.MakesuretosendoremailaconfirmationlettertoshowthechangesWouldyoupleasetellmeyouremailaddress?I’llsendaconfirmationlettertoshowthechangesbyemail.Ineedyouremailaddress,tosendyoutheconfirmationletter.————————————————————————————7.Expressgoodwishesandsaygood-byeHaveaniceday,bye!————————————————————————————

TPracticethetaskHEERPracticethetaskAguestcallsthehotelreservationtochangehisbookingandareservationistanswersthecallandchangesthebookingfortheguest.Workinpairstorole-playaconversationaboutreservationchangingwithyourpartner.Youactasthereservationist,andyourpartnertheguest.Changeyourroleswhenyoufinishingtheactivity.Practiceseveraltimesuntilbothofyoubecomefluent.Furtherpractice

Makearoleplaywithyourpartnerandfinishconversationaccordingtothesituation.

Situation:

PaulRobertcallshotelre