饭店情景英语（第二版）课件：Reservation 预定

MajorContents前厅Reservation预定???Whatisaguest?I.Leading-inBACKNEXTWhatisaguest?Heisthemostimportantpersoninthehotel.Heisnotdependentonus.Wearedependentonhim.Heisnotaninterruptionofourwork.Heisthepurposeofit.Wearenotdoinghimafavourbyservinghim.Heisdoingusafavourbygivingustheopportunitytodoso.I.Leading-inPREV.NEXTWhatisaguest?Heisnotanoutsiderofourbusiness.Heispartofit.Heisnotacoldstatistic.Hehasfeelingsandemotionslikeourown.Heisnotsomeonetoarguewithandnobodyeverwinsanargumentwithaguest.Heisapersonwhobringsushisneeds.It’sourjobtohandlethemprofitablybothtohimandtoourselves.I.Leading-inPREV.BACK预定服务程序II.WorkingProcedureBACKNEXT预定服务程序II.WorkingProcedurePREV.NEXT预定服务程序II.WorkingProcedurePREV.NEXT预定服务程序II.WorkingProcedurePREV.NEXT预定服务程序II.WorkingProcedurePREV.NEXT预定服务程序II.WorkingProcedurePREV.NEXT预定服务程序II.WorkingProcedure12.复述订房要求,确认订房。I’dliketoconfirmyourreservation,Mr.××.You’vebookeda××roomfor××nightsfrom××to××.TheroomrateisHK$××/US$××/RMB××yuanpernight,with10%taxand/ora10%servicechargeincluded/excluded.Acontinental/American/Chinesebreakfastforone/twoiscomplimentary.Wearelookingforwardtoyourarrival.××先生,我来确认一下您的预订。我们已经为您预订××到××一共××天的××间。房价是××港币/美元/人民币,包括/不包括10%的税/服务费,赠送一份/两份大陆式/美式/中式早餐。我们期待您的光临。PREV.BACK(R:ReservationClerk

G:Guest)R:Goodmorning,Sir.WelcometoGardenHotel.HowcanIhelpyou?G:Goodmorning,I’dliketoreservearoomformyself.R:Certainly,Sir.MayIhaveyournameplease?Andwhenwouldyoulikeyourroom?G:It’sJohnSmith,fromJanuary6thforthreenights.III.DialoguesBACKNEXTDialogue1R:Whattypeofroomwouldyoulike,Mr.Smith?Wehavesinglerooms,doubleroomsandsuitesavailable.G:I’dliketohaveadoubleroom,non-smokingplease.R:OK,justaminute.Yes,wedohaveadoubleroomavailableforthosedates.G:That’sfine.What’sthepricefortheroom,please?R:TheroomrateisRMB620yuanpernight,includingbuffetbreakfastandtax.WillthatbeOKforyou?III.DialoguesPREV.NEXTG:Yes.I’lltakeit.R:OK,letmeconfirmthedetailsofyourreservation.Youneedadoubleroomfor3nightsfromJanuary6thattherateofRMB620yuanpernight.AmIright?G:Yes,youareright.R:Thankyou,Mr.Smith.We’relookingforwardtoseeingyousoon.G:Thankyou.III.DialoguesPREV.NEXT(R:ReservationClerk

G:Guest)R:Goodmorning,GardenHotel,Reservation.CanIhelpyou?G:GoodMorning.I’dliketoreserveatwinroomfornextMonday.R:Certainly,Sir.Forhowmanynightswillyouneedtheroom?G:Justtwonights.R:ThatwouldbeFeb.24th,fortwonights,atwinroom.Underwhatname,Sir?III.DialoguesBACKNEXTDialogue2G:It’sCharlesKettering.It’sspelledasK-E-T-T-E-R-I-N-G. R:Thankyouverymuch,Sir.MayIhaveyourphonenumber,please?G:Sure,it’s82200958.R:OK,IhavemadethereservationforCharlesKettering,atwinroomattherateofRMB360yuanpernightfortwonights.Yourtelephonenumberis82200958.Isthatcorrect?G:Yes,that’scorrect.R:ThankyouforcallingGardenHotel,Sir.Goodbye.G:Goodbye.III.DialoguesPREV.NEXT(R:ReservationClerk

G:Guest)III.DialoguesDialogue3PREV.NEXTG:I’mcallingfromtheCITS(ChinaInternationalTravelService),Kunming.I’dliketoreserve6doubleroomswithtwinbedsforJuly1sttothe3rd,for3days.R:Yes,Sir,wecanconfirm6doubleroomsfor3daysonJuly1sttoJuly3rd,andweoffertravelagentrateforyourgroup.G:Thanks,howshouldIpayyou?R:We’llmakeoutthebilltoyourcompany2daysbeforethegrouparrivaloryoucanpayitupatthefrontdeskuponcheckingin.G:I’llwriteoutacheckwhenyourbillarrives.R:OK,that’sallsettled,Sir.Thankyouandhopetoseeyouagainsoon.

III.DialoguesPREV.BACK一、用信用卡担保预订1.确保散客使用的是酒店认可的信用卡,将其种类、名称、卡号及失效日期记录在案。e.g.Weaccept××.MayIknowthenumberandtheexpirydate? AmericanExpress美国运通卡 VisaCard维萨卡 MillionCard百万卡 DinersClubCard大莱卡MasterCard万事达卡 JCBCard

JCB卡2.告知客人其预订只保证至到达日当晚住宿。e.g.OK,yourreservationisguaranteedforthenightof××.3.如果预订房间无人登记入住或在到达日之前24小时内取消,酒店保留收取一晚房费的权利。

IV.TipsforServiceBACKNEXT二、更改/取消预订1.询问客人姓名及抵店日期,迅速找出客人预订。2.对照房间可用状况表(RoomAvailability),询问更改/取消具体要求。3.询问更改/取消人姓名及联络电话(contactphonenumber)。4.确认更改/取消内容。e.g. Mr.××,yourreservationhasbeenchanged/cancelled.Thankyouforcalling. ××先生,我们已经为您更改/取消了预订,谢谢您的来电。5.更新电脑资料(updating)。IV.TipsforServicePREV.NEXT6.预订单存档(documentation)。重新填写一张预订单,标注更改/取消,加盖cancel章。更改/取消单在上面,与原订单一起按抵店日期存入文件夹或cancel夹。7.查阅预订等待名单(WaitingList),及时通知有对应预订要求的其他客人。e.g. Mr.××,itisreceptiondeskof××Hotel.Iamgladtotellyouthatweareabletoacceptyourrequestofroombookingon××.Areyoustillplanningtostayinourhotel? ××先生,我是××酒店前台。很高兴通知您,我们可以接受您×月×日的订房。请问您仍计划入住本酒店吗?。IV.TipsforServicePREV.NEXT三、团队预订1.酒店的所有团队预订统一由销售部接洽。2.接收销售部团队预订单时注意应包括以下信息,遗漏项目应请销售部重新确认:

会议团队ConferenceGroup旅行团队TourGroup

公司名称CompanyName地接社名称TravelAgent

会议名称MeetingName 团名GroupName

人数Pax

客人人数和陪同人数Pax+

用房类型和数量RoomTypes&No.

用房类型和数量RoomTypes&No.IV.TipsforServicePREV.NEXT

房价(早餐)Rate 房价(早餐)Rate抵店日期和离店日期Arr.&Dept.Date 抵店日期和离店日期Arr.&Dept.Date抵店时间Arr.Time 抵店时间或航班号Arr.Time/FlightNo.会议联络人姓名Contact 付费方式Payment会议有效签单人字样SignatureSample 结账方式AccountsSettlement付费方式Payment结账方式AccountsSettlementIV.TipsforServicePREV.NEXT3.签收前,核对房间可用状态表(RoomAvailability)。若出现超预订情况(Overbooking),请示大堂副理予以解决。4.将团队预订资料输入电脑,建立团队主单。按付费方式(Methodofpayment)建立转账方式。抄写自编团号于团队订单。自编团号为公司名称首字母+抵店日期。5.按日期将预订资料存档。IV.TipsforServicePREV.NEXT四、满预订情况和预订等待名单1.满预订时,在第一时间通报前厅经理、大堂副理满预订日期。2.记录交班本,传达信息。3.接到客人订房要求,委婉告诉客人酒店预订已满。e.g.Sorry,Mr.××.Wearefullybookedon××.

对不起,××先生。酒店房间在×月×日已经订满。 Sorry,Mrs.××.Wehavenostandardroomavailable.Wouldyoumindajuniorsuiteinstead?IV.TipsforServicePREV.NEXT

对不起,××夫人。我们没有空余的标准间了,您介意改订普通套房吗? DoyoumindifIbookyouintoanotherhotelnearby?

我可否为您在附近的另一家酒店订房呢?4.要求将客人放入预订等待名单。e.g. Doyoumindleavingyourcontactnumber,Mr.××?Wecanputyouonthereservationwaitinglist. ××先生,请留下您的电话号码,我们会将您加入等待名单。IV.TipsforServicePREV.NEXT5.预订等待名单由前台夜班每日更新,部门晨会通报前厅经理。预订等待名单如下所示。IV.TipsforServicePREV.BACKV.Words&ExpressionsBACKNEXTdependent(on/upon)adj.依靠;依赖dosb.afavour帮某人的忙outsidern.局外人 statistic(s)n.统计资料emotionn.情感;感情

profitableadj.有盈利的;有用的advancev.&n.预付;预付款 bankdraft银行汇票complimentaryadj.免费赠送的 buffetn.自助餐;快餐travelagentrate旅行社价格 waitinglist等待名单V.Words&ExpressionsPREV.BACKVI.Exercises1.Completethefollowingdialogue.(R:ReservationClerk

G:Guest)R:Reservation,Silviaisspeaking,____________? G:Yes,I’dliketoreserveastandardroominyourhotelforOct.1stunderthenameofJohnSmith. R:Sorry,Mr.Smith.__________________________.Isitpossibleforyoutochange_____________? G:I’mafraidIcan’t.Ihaveanappointmenttomakeinyourcityonthatday.Ican’tchangeittoanotherdate.BACKNEXTcanIhelpyouWe’refullybookedforthatdatetoanotherdateVI.ExercisesOr R:Sorry,Mr.Smith.______________________________._________________________? G:No,thanks,Istillpreferastandardroom. R:WouldyoumindleavingyourcontactNo.,Mr.Smith?Wecaninformyouwhenthereis_______. G:Sure.Myphonenumberis81122345. R:___________________________________.Wearelookingforwardtoservingyousoon.PREV.NEXTWehavenostandardroomavailableWouldyoulikeasuiteinsteadvacancyThankyou,Mr.Smithatnumber81122345VI.Exercises2.Pair-work.Workwithoneofyourclassmatestoproducealistoftheroomsavailableinyourhotel,e.g.presidentialsuite,juniorsuite,doubleroom,twinroom,etc..Thendescribethesimilaritiesanddifferencesbetweenthoserooms.e.g.Allroomshave:privatebathroom(独立卫生间) walk-inwardrobe(落地衣橱) air-conditioning(空调) satelliteandcabletelevision(卫星网络电视) toiletries（洗浴用品） hairdryer（电吹风）PREV.NEXTVI.Exercises freehighspeedinternetandwifi

（免费高速网络连接和无线网） safe;