酒店服务英语课件 1 客房预订服务

酒店英语

客房预订服务

RoomReservationRoomReservation客房预订服务客房预订服务Roomreservation

告知telling客房预订服务Roomreservation美国TJ电子公司的TomHanks先生等一行七人定于下周8月2日至8月10日到沈阳参加东北亚贸易洽谈会，决定入住沈阳国际酒店，他们通过电话预订的方式预定了房间，解决在沈阳停留期间的住宿问题…SofitelShenyangLidoHotel

GraceMiller，Hanks’assistant，callstoShenyangInternationalHotel,shewouldliketobooksomeroomsforherteam……..引入leading回答下列问题

Answeringthefollowingquestions

结合所学知识，小组讨论：1）如果你是预订员，如何受理Miller女士的预订呢，服务程序是什么？需要从Miller女士那里获知哪些信息呢？2）如果客人行程有变，需要更改住宿时间或是取消预订，需如何处理3）如果没有合适的房间，预订已满，如何解决呢引入leading客房预订常用词汇

reserve（book）---reservationarrivaldatedeparturedatespecialrequestpersonalinformationavailablebalconyroomrate/dailyraterecommendconfirm-comfirmationcancel--cancellationlookforwardto预定（动）--预定（名）到店日期离店日期特殊需求个人信息可用的（形）阳台房价推荐（动）确认---确认（名）取消--取消（名）期待，盼望操练一drillone客房预订常用词汇房型roomtype单人间singleroom

双人间/大床房doubleroom标准间standardroom/twinroom

三人间tripleroom

套房suite

家庭套房familysuite商务套房businesssuite

豪华套房deluxesuite复式套房duplexsuite总统套房presidentialsuite相邻房

adjoiningrooms连通房

connectingrooms旅游管理系酒店英语Reservationform酒

店

預

訂

表

格HotelBookingForm请您确保在2009年10月12日前预定房间.如果超过此日期，根据客房入住情况对房价进行调整和确定。PleaseensuretomakethebookingbeforeOctober12th,2009.Afterthisdate,thehotelpricewillbeadjustedandconfirmedaccordingtotheactualoccupancyofthehotel.姓(Surname):___________名(FirstName): _________________护照/身份证号(PassportNo./IDNo.): _________________ 签证类型(VisaType): ______有效期至(ExpireDate): ________地址(Address):__________________________________________城市(City):______________ 省市(Province/State):_______________ 邮编（PostCode）:___________国家(Country):_________________ 国籍(Nationality): ____________ 公司(Company):______________________________________________电话号码(TEL):________________ 传真号(FAX).____________旅游管理系酒店英语Reservationform

邮箱(E-mail):_______________________________客房信息(RoomInformation):酒店名称(HotelName):_________房间数量(NumberofRooms):________入住日期(ArrivalDate): __________离店日期(DepartureDate):________ 同住人姓名(Guestnamestogether):__________________________________________________ 特殊要求(SpecialRequirements): □吸烟房(SmokingRoom) □非吸烟房(NON-Smoking)□其他(Others):______________对于住房的特殊要求，我们将尽量与酒店协调满足，如因酒店实际入住情况，难以满足的，我们将根据情况进行适当的调整。（Wewillcommunicatewithhotelstotrytosatisfyguests’specialrequirements.Whilewekeeptherighttomakeproperadjustmentaccordinglyiftheactualoccupancycouldnotmeetguests’specialdemands.）旅游管理系酒店英语听音频，补全对话①先生，请稍等，我查一下我们是否有空房Pleasewaitamoment,Iwouldliketohaveacheck②单人房的房价是每晚没人240元，包括早餐Thecurrentrateforasingleroomis240yuanpernight,includingbreakfast.③很抱歉让您久等了Sorrytohavekeptyouwaiting④先生，请问您还有什么特殊要求吗？Sir，doyouhavesomespecialrequests?⑤先生，我确认一下你的信息So,youbooked…….

操练二drilltwoSentencesineachprocedure

客房预订服务各程序的常用英文表达个别小组派代表完成情境a对话：上午九点，Hanks先生的助理Miller女士从LA打来电话，要求订房，预订员接到电话并为Miller提供客房预订服务。

操练三drillthreeSentencesineachprocedure

客房预订服务各程序的常用英文表达①Greetingsa.Roomreservations.MayIhelpyou?b.Goodmorning,roomreservations,whatcanIdoforyou?c.Hiltonhotel.Reservations,canIhelpyou?②Askingguestsforreservationinformation

(roomtype,no.ofpersons,timeforstaying,specialrequest)

a.Whatkind/sortofroomwouldyoulike/prefer,sir/madam?b.Forwhichdates,sir?c.Howmanynights(willyoubestaying)?d.Fromwhichdateandforhowmanynights?e.Yourarrivalanddeparturedates?f.Whenwouldyoulikeit,sir?旅游管理系酒店英语Sentencesineachprocedure

客房预订服务各程序的常用英文表达g.What'syourspecialrequests?h.Doyouhavesomespecialrequests(withyourroom)?i.Forhowmanypersons/people?Howmanypersonsarethereinyourparty?③Checkinga.Justamoment/Waitamoment,please.Iwillcheckit.b.Holdon,please.Iwillchecktheroomavailabilityc.Pleaseholdtheline.d.Wouldyoumindwaitingamoment?④Askinggueststhepersonalinformation

a.MayIknow/haveyourname,please?b.MayIknow/haveyourtelephonenumber,please?旅游管理系酒店英语Sentencesineachprocedure

客房预订服务各程序的常用英文表达⑤Confirminga.Sir/madam,Iwouldliketoconfirmyourreservation,youbooked..b.So,youreserved……

c.Letmejustconfirmthedetailsofyourreservation⑥Expressingthewishesa.Thankyouforyourreservation,welookforwardtoyourarrivalb.Weareexpectingtohaveyouhere.c.Welookforwardtoservingyou.旅游管理系酒店英语Roleplay客房预订对话

Nowit’syourtimetoshow重新编排情境a要求：每组选出一名学生扮演Miller女士，一名学生扮演预订员；服务程序全面；注意电话用语服务规范

训练一

practiceone取消和更改预订

CancellingandAdjustingareservation

以小组为单位讨论情境b:Hanks先生一行人原定于8月10离开沈阳返回LA，但临时改变了行程，因还要参加另外一重要会议，所以决定再多住两天要求：以小组为单位总结出服务员的英文应对语句；注意服务礼貌，禁忌深化一

improvementone取消和更改预订

常用英文表达①Greetings②Gettingtoknowthereservationinformationoftheguest(nameortelephonenumber)a.Inwhosenamewasthereservationmade?b.MayIknow/haveyourname?c.Whenwasyourreservationmade?③Checking④AdjustingorcancellingandConfirminga.We’llextendthereservationforyoub.Well,Miss,I’llcancel/extend/changeitthen⑤ExpressingthewishesWelookforwardtoanotherchancetoserveyou.

旅游管理系酒店英语预订已满fullybooked听两段音频并根据提示补全对话。注意：预订员的英文表达a.I’msorry,butwearefullybookedonthatdate.b.Allofourroomsarefullyoccupied.We'reverysorry,sir.Wehopeyoucouldunderstandus.c.Sir,howaboutasingleroom,thesuitearefullybookednow.d.Sir,ifyoulike,Iwouldliketosuggestanotherhotelwhichisnearours.

深化二

improvementtwoSituationalroleplay