《酒店 英语课件》课件-Part One

PartOne

FrontOfficeUnit1:Reservation

LearningOutcome

Inthisunityouwilllearn:

ProceduresofreservationTechniquesofacceptingabookingKnowledgeofdifferenttypesofroomsWarmUp

Workwithyourpartnertothinkofatleastfivewordsorexpressionsthatcanbeusedtotalkaboutthefollowingtopics.Anexampleisgivenforeachtopic.AbouttypesofroomsrelatedtoahotelSingleroom,_______________________________________________AboutdepartmentsrelatedtoahotelFrontOffice,_______________________________________________AboutexpressionsrelatedtothelocationofahotelCloseto,___________________________________________________AboutadjectivestodescribearoomQuiet,_____________________________________________________AboutitemsrelatedtopersonalinformationAddress,___________________________________________________

doubleroom,twin-bedroom,businesssuiteandexecutivesuite.Housekeeping,Cashier’sDesk,RoomServiceandLaundryService.acrossfrom,infrontof,nextto,behindandinthecenterof.big,small,spacious,comfortableandnice.nationality,surname,givenname,initialsanddateofbirth.Speak&Drill

WordsandExpressionsexecutiveadj.

行政的conferencen.

会议，讨论会suiten.

一套房间，套房deluxeadj.

高级的，豪华的facilityn.设备，设施，便利standardadj.

标准的equipv.

配备，装备minibarn.

（旅馆客房中的）迷你吧guaranteev.

保证，担保，确保availabilityn.

可用性cancellationn.

取消，取消预定recommendv.

推荐，建议ruraladj.

农村的,乡村的orientn.

东方brand-newadj.

崭新的,全新的luxuriousadj.

奢侈的，豪华的appreciatev.

赏识；重视；欣赏TypesofRooms（房型）:singleroom单人房doubleroom双人房twin-bedroom双人房suite套房extrabed加床non-smokingroom无烟房standardking标准大床房standardtwin标准双人房standardqueen标准单人房juniorsuite简单套房suitedeluxe豪华套房businesssuite商务套房executivesuite行政套房presidentialsuite总统套房Episode1:

MakingaRoomReservation

C:ClerkG:GuestSituation:(Mr.SmithandMr.Black,twoexecutivemanagersofBankofEnglandaregoingtoaconferenceinBeijing.NowMr.SmithiscallingtomakeareservationatBeijingGrandHotel.)C:BeijingGrandHotel.ReservationDesk.CanIhelpyou?G:I’mcallingfromLondon.I’dliketobooktwoexecutiveroomsinyourhotel.C:Whatkindofexecutiveroomswouldyoulike，sir?Wehavestandardexecutiveroomsanddeluxeexecutivesuites.G:Whatfacilitieshaveyougotinstandardexecutiverooms?C:EverystandardexecutiveroomisequippedwithaTVset,aminibar,acomputer,aswellasIDDandDDDsystem.执行经理北京贵宾楼饭店标准行政房豪华行政套房DomesticDirectDialingandInternationalDirectDialing国际·国内长途直拨G:OK.I’llhavetwostandardexecutiveroomsthen.C:Whenfor,sir?G:March,15th.C:Andyourdeparturedate,sir?G:March18th.C:Wouldyoulikebreakfast?G:NoThanks.C:Canyougivemeyourname,please,sir?G:BillSmith.B-I-L-LS-M-I-T-H.C:Thankyou,Mr.Smith.TwostandardexecutiveroomswithoutbreakfastfromMarch15thtoMarch18th.离店日期G:That’sright.Onemorething,couldyoutellmehowtoguaranteethereservation?C:IwilljustneedyourcreditcardnumberandIwilltakecareoftheotherthings.G:4155456894327749,VisaCard.C:Thankyou,Mr.Smith.We’llbelookingforwardtoseeingyou.G:That’sfine.Thankyou.Good-bye.C:Good-bye.常见的信用卡有：MasterCard（万事达），VISA（维萨），ChinaUnionPay(中国银联），JCBcards（日本JCB）我们期待着您的光临Episode2:

WeAreFullyBooked

C:ClerkG:GuestC:Goodmorning.ReservationDesk.MayIhelpyou?G:I’dliketomakeareservation.C:Whichdatewouldthatbe?G:ForJune10th,foronenight.C:Couldyouholdtheline,please?I’llchecktheroomavailabilitiesonthecomputeronthatday.

…Thankyouforwaiting,sir.I’mafraidourhotelisfullybookedforthatday.G:Oh,that’stoobad.C:Wouldyoulikeustoputyouonthewaitinglistandcallyouincasewehavecancellations?G:Thankyou.That’sverykindofyou.Butcouldyourecommendmeanotherhotel?请稍等一会儿，请不要挂断我要在电脑上查一查那天是否有空房间等候入住名单如果有退订情况发生C:Yes,ofcourse.Wherewouldyouliketostay,inthedowntownorruralareas?G:Inthedowntown.C:Inthatcase,IwouldsuggestthatyoutrytheOrientHotel.G;Doyoukowntheroomrateforasingleroominthathotel?C:Well,asingleroomwouldcostyoubetween$100and$120.G:DoyoumindtellingmewhattheOrientHotelislike?C:Itisabrand-newfive-starhotel.Itisveryluxurious.Thoughitisnotwell-known,itisasbusyandconvenientasours.G:Bytheway,doyoukowtheirtelephonenumber?C:Yes,itis53886666.G:Thankyouverymuch.Ireallyappreciateyourhelp.Good-bye.C:good-bye.东方宾馆这是一家全新的五星级酒店非常感谢你的帮助A.Completethefollowingdialogue:C:ClerkG:GuestC:Goodmorning._____________________________客房预订部。我能为您效劳吗?G:I’dliketomakeareservation.C:_____________________________________________您需要什么类型的房间，单人房还是双人房？G:Adoubleroomformeandmywife,andatwin-bedroomforourchildren.C:_____________请问是什么时间？G:FromSept.12thtoSept.16th.RoomRerservations.CanIhelpyou?Whatkindofroomwouldyouprefer,asingleroomoradoubleroom?Whenfor,sir?

C:Justamomentplease.Letme

_______________

______________________查阅一下预订记录，看看是否有空房…Yes,wecanreserveyoutherooms.G:Arethetworoomsonthesamefloor?C:Sure.Theyareadjoiningrooms.G:Thanks.Iwilltakethem.C:________________________告诉我您的姓名好吗？G:JohnSmith.C:Thankyou.________________________________我们期待着您的光临。G:Thanks.Good-bye.checkthererservationrecordandseeifthereisaroomavailable.MayIhaveyourname,please?We’llbelookingforwardtoyourcoming.B.Role-play:

Scene1:

Guest:YournameisJaneSmith.Youstepintoreservearoomforyourboss.Alltheroomsinthehotelhavebeenbookedup.Yourbosspreferstostayinthishotel.Clerk:Youcheckthereservationlistandtelltheguestthereisnoroomavailableatthemoment.Youcanputtheguestonthewaitinglistorfindaroominanotherhotel.Youwillcontacttheguestwhenthereisacancellation.Scene2:

Guest:YournameisHelenTaylor.You’reMr.PaulWilson’ssecretaryatGEcompany.You’liketobookasuiteforMr.AndMrs.WilsonforJuly3rdinBeijing.Yourtelephonenumberis536-4520.Youwanttoknowtheroomrate.Clerk:You’reaclerkatthereserationdesk.Aftercheckingyoucanconfirmthebookingforasuite.You’dliketoknowwho’makingthereservationandwhathertelephonenumberis.C.Discussion:

Ifyouareaclerkatthereservtionofficeofahotel,whatdoyouthinkshouldbetakenintoconsiderationinaccomplishingareservation?Discussthissubjectwithyourpartners.Thefollowingpointscanbenotedforyourreference.Basicpointsforyourreferance:TypeofroomsDateofarrival&departureRoomrateGuestnameNumberofpersonsTelephonenumberE-mailCompanyname

Read&ActWordsandPhraseshubn.

中心 maximisev.

使…达到最大,充分利用slotn.

间隙retrievev.

检索outstationn.

分局,外设办事处revenuen.

收入，收益propertyn.

资产,所有物(总称)adepta.

熟练的，擅长的procurev.

取得,获得divisionn.

部门databasen.

数据库coordinationn.

协调,合作,协作counterv.

抵消

ReservationTheprincipalroleofreservationsistobookroomsinadvance.Thissectionisthehubofthedepartmentasitmustmaximisethesaleofrooms.Roomspaceis“perishable”asitislinkedwiththetime.Atimeperiodnotsoldislostforever.Thechallengeistoensurethatthesetimeslotsarefullysold.Requestsforreservationofroomscomefromvarioussourcesandtheinformationisprocessed,properlydocumented,storedandretrievedattheappropriatetimetoensureaguestgetstheroomatthetimeofarrival.预定抵店时间容易消失的，客房没有售出即失去价值Mosthotelbookingsaremadethroughreservationsbecausetravellerscomefromoutstation.Veryfewwouldbewalk-ins---atermusedforthosewithoutreservations.Largechainsmayhavetheirowncentralisedreservationsystemswhileindependentonesmaybelinkedtoaninternationalreservationsystem.Thepurposeofthisstrategyistoincreasethereachofindependenthotelstoalargertravellingpublic.连锁酒店散客单体酒店Thereservationagentisanimportantpersonwhocancontributetotheroomrevenuesofthepropertybyadeptinmanagementofroomsandup-selling.Sheisnolongeraclerkrecordingreservationsbutapersonwhoactuallysellsroomsandprocuresthatextradollar.Infact,manysalesexecutivesstartedtheircareerasreservationagents.Becauseoftheimportanceofthereservationsfunction,thereservationagentreportsdirectlytothefrontofficemanagerwhoworkcloselywiththeagenttomaximisethesaleofrooms.与in连用，表示擅长于某事指做具体工作的人员前厅经理

Thereservationssectionmustworkcloselywiththesalesandmarketingdivisiontoensurethatroomsalesaremaximised.Manyreservationdatabasesarenetworkedwiththesalesdivisiontoensuretotalcoordinationinroomavailability.

Overbookingisafinearttomaximiseroomsales.Itcounterscancellationofbookings.Thisartisdevelopedwithexperienceofthehotelreservationhistory.Thedevelopmentoftechnoiogyhashelpedreservationagenttokeepanaccurateaccountofroomsthroughspecialisedsoftware.指能够用于销售的客房艺术，象油画和雕塑一样预定取消A.ReadthepassageandthenmarkthefollowingstatementsT(True)orF(False):1.()Themaintaskofreservationssectionistomaximisethesaleofrooms.2.()Roomspacewillnomorebeinexistenceifnotsold.3.()Guestswithoutreservationsarecalled“walk-ins”.4.()Thereservationagentcancontributetorevenuesofthepropertybyadeptmanagementofroomsandupselling.5.()Thereservationagentdoesn’tneedtoreportdirectlytothefrontofficemanager.6.()Inordertoensuretotalcoordinationinroomavailability,manyreservationdatabasesarenetworkedwiththesalesdivision.7.()Hotelsadoptoverbookingtocountercancellationofbookings.8.()Specialisedsoftwarehashelpedreservationagenttokeepanaccurateaccount.TFTTFTTTB.Discussthefollowingquestions:1.Whatisthemainideaofthispassage?2.Whatisthemaintaskofareservationagent?3.Whatistheroleofreservationsinhoteloperation?4.Whatisthesignificanceofoverbooking?C.PutthefollowingintoChinese:1.Thissectionisthehubofthedepartmentasitmustmaximisethesaleofrooms.

客房预订部必须最大限度地卖出客房，因此它是前厅部的中心。2.Requestsforreservationofroomscomefromvarioussourcesandtheinformationisprocessed,properlydocumented,storedandretrievedattheappropriatetimetoensureaguestgetstheroomatthetimeofarrival.

客房预订有各种渠道，适时对预订信息进行处理、记录、存储和检索，以确保客人在抵达酒店时得到所订的客房。3.Largechainsmayhavetheirowncentralisedreservationsystemswhileindependentonesmaybelinkedtoaninternationalreservationsystem.

大型连锁酒店可以建立自己的预订中心，而独立酒店可以联网国际酒店预订系统。4.Sheisnolongeraclerkrecordingreservationsbutapersonwhoactuallysellsroomsandprocuresthatextradollar.她已经不是一名记载预订的文员，而实际上她是一名客房销售员，为酒店创造额外收入。5.Thereservationssectionmustworkcloselywiththesalesandmarketingdivisiontoensurethatroomsalesaremaximised.

客房预订部必须和市场营销部密切配合，以确保客房销售量的最大化。GroupWork

Discribedifferenttypesofroomsaccordingtotheaspectslistedinthechart:Step1Dividetheclassintoseveralgroups.Step2Theteachershouldprepareseveralpicturesofdifferenttypesofhotelroomsbeforehand,anddistributeonepictureofahotelroomtoeachgroup.Step3Askstudentstoobservethephotoandwritedownthedistinctivefeaturesoftheroom.Step4After15minutes,selectoneortwostudentsfromeachgrouptodescribetheroomandtheninvitestudentsfromothergroupstotellwhattypeofroomhasjustbeentalkedabout.Step5Closebyaskingallgroupstostatetheiropinionstothedescriptions.RoomsizeBig,small,moderate,medium-sized,spaciousDecorationWithpicturesonthewall,elegantlights,colorwallpaper,bigorsmallwindowEquipmentsAir-conditionner,TVset,minibar,Internetconnection,IDDsystem,bath,showerTypesofbedsSingle,double,tw