酒店英语课件Chapter 1-29(1)

1、Hotel English, telephone reservation revising the reservation cancel the reservation,Basic Procedures,Chapter 1 Reservation Service,Nowadays Hotel advance reservation business is the introduction of a computerized reservation Network linking different hotels in a hotel chain with each other, with ai

2、rline seat reservation system and with the computer terminals in the offices of travel agencies. Thus the guests reservation is very convenience. Guests can go simply to either agency or an airline office or to have their reservation in the Hotel they like.,O: Good evening. Shangri-la Grand Hotel. M

3、ay I help you? G: Id like to reserve a room. O: Hold on, please. I will put you through to the reservation department. R: Good morning. Room Reservations. May I help you? G: Id like to reserve a room for 2 nights. R: What kind of room would you like, sir? G: I would like to have a double room. R: Ma

4、y I have your name and phone number, please? G: John Black. J-O-H-N B-L-A-C-K. And my telephone number is 008 528 382 268. R: J-O-H-N B-L-A-C-K. Mr. Black. Your telephone number is 008 528 382 268. When are you going to arrive here? G: Next Monday. February 28th, I think. R: Very well. I would like

5、to confirm your reservation. A double room for 2 nights from February 28th to March 1st. Am I all right? G: Absolutely. Thank you. R: Its my honor to serve you. We are looking forward to serving you G: Thats fine. Good-bye. R: Good-bye.,Receiving a Reservation,(R= Receptionist O= Operator G= Guest )

6、,( R= Receptionist GL= Group Leader ) R: Good evening, sir. Shangri-la Grand Hotel. May I help you? GL: Yes. Id like to make a group reservation in your hotel. R: We have different kinds of rooms, such as single rooms, double rooms, twin rooms, different deluxe suites in Chinese, Japanese, Roman and

7、 Presidential styles. Which kind of room would you like? GL: I think we would like to have 16 double rooms and one deluxe suite in Chinese style. R: For which date? GL: From January 6th to January 10th. R: Wait a moment, please. I am going to check the room availabilities for those days. (After a sh

8、ort while) Thank you for your waiting, maam. The rooms you want are available at that time. May I know the name of the group?,Tour Group Reservation,( R= Receptionist GL= Group Leader ) GL: British Business Delegation. R: British Business Delegation. May I have your name and telephone number? GL: Jo

9、hn White. And the number is 886 660 67. R: Mr. White. Id like to confirm your reservation. 16 double rooms and one deluxe suite in Chinese style from January 6th to January 10th for 4 nights for British Business Delegation Group. And your phone number is 886 660 67. Is that all right? GL: Exactly. T

10、hank you very much. Good-bye. R: Its my honor to be at your service. I am looking forward to serving you. Good-bye.,Tour Group Reservation,(R= Receptionist G= Guest ) R: Good evening, sir. Welcome to Great Wall Hotel. May I help you? G: Yes. Id like to reserve a room for 3 days, please. R: Whats the

11、 type of room that you like? G: Id like to have a single room. And I want to stay at your hotel from October 5th to October 7th. R: Wait a moment, please. I am going to check the room availabilities for those days. (After a short while) Thank you for your waiting, sir. We have no single room at that

12、 time. Would you like to have a double room instead of a single room? G: Whats the difference?,Face to Face the Reservation,(R= Receptionist G= Guest ) R: The main difference is the bed in the double room is nearly as 2 times big as the one in the single room, so you will feel more comfortable in th

13、e double room. Furthermore, the price of a double room per night is 880 RMB, at the meantime, the single room is 580 RMB per night. G: Sounds not bad. Okay, Ill have it. R: May I have your name and phone number, please? G: Simon Smith. S-I-M-O-N S-M-I-T-H. And the number is 886 680 08. R: Mr. Smith.

14、 Id like to confirm your reservation. A double room from October 5th to October 7th for 2 nights. And your phone number is 886 680 08. Is that all right? G: Exactly. Good-bye. R: Okay. Mr. Smith. I am looking forward to serving you. Good-bye.,Face to Face the Reservation,(R= Receptionist G= Guest )

15、R: Good evening, sir. Welcome to HuaTian Hotel. May I help you? G: Yes. Id like to revise my room reservation. R: Could you tell me under whose name was the reservation made? G: Under my name. Smith. S-M-I-T-H. R: For which date? G: From December 12th to 23rd. R: Okay. Ive found the record of the re

16、servation. How would you want to revise your reservation? G: I would like to postpone the reservation 3 days later, because my schedule has been changed a little bit. R: So, Mr. Smith, your reservation would be revised from December 15th to 26th. G: Yes. Thats all right. Thank you. R: Its my pleasur

17、e. One more thing, Mr. Smith. Is your telephone number still the former one we have? G: Yes, absolutely. R: Okay. Mr. Smith. Thank you for your calling us. We are looking forward to seeing you.,Revising the Reservation,(R= Receptionist G= Guest ) R: Good morning. Changcheng Grand Hotel. Room Reserva

18、tions. May I help you? G: Id like to cancel a reservation since my schedule for the following days has been changed. R: Thats ok. Could you tell me under whose mane was the reservation made? G: Black. B-L-A-C-K. R: And what was the date of the reservation? G: From June 20th to June 23rd for 3 nights

19、. R: Excuse me, but is the reservation for yourself or for another party? G: Its for the General Manager in my company. R: Well. May I have your name and phone number, please? G: Yes, its Jennifer Green, and my number is 838 638 29. R: Thank you, maam. I will cancel Mr. Blacks reservation for June 2

20、0th for 3 nights. My name is Rachel Wu and we look forward to another chance to serve you. G: Thank you all the same, Miss Wu. R: Its my pleasure. Good-bye.,Cancel the Reservation,Dialogue 5,(R= Receptionist G= Guest ) R: Room Reservations. Good evening. May I help you? G: Yes. Id like to reserve a

21、single room for August 5th. R: Just a moment, please. Im sorry, sir. We are fully booked on that date. G: Oh. What a pity. R: Is it possible for you to change your reservation date? G: No. Thats not possible. R: Would you like us to put you on our waiting list and call you in case we have a cancella

22、tion? G: Thats very kind of you. But could you recommend me another hotel which wont be full up? R: Yes, of course. Where would you rather like to be, in the downtown or in the suburbs? G: In the downtown. Because the main part of my schedule is in the downtown. G: In that case, I would suggest that

23、 you try International hotel. G: Do you know what the rate per night for a single room is there? R: It will be 380 RMB per night. G: I see. One last thing, could you give me the telephone number? R: Yes. Its 838 2666. Shall I call the hotel for you now? G: No. Ill do it myself. Thank you very much f

24、or your help. Good-bye. R: Good-bye. And thank you for calling us.,No empty Rooms,Sentences for Imitation:,1. Good morning. Room Reservations. May I help you? 2. Its my honor to be at your service. 3. Could you tell me under whose name was the reservation made? 4. Thank you for your waiting, maam. 5

25、. How many of your people? 6. For which date? 7. Im sorry, sir. We are fully booked on that date. 8. I really appreciate your help.,单间房一般是由一间面积为1620m2的房间，内有卫生间和其他附属设备组成。 房内设一张单人床的叫单人间，这样的房间适合商务旅游的单人住用。 双人间（标准）房内设两张单人床或一张双人床的叫，这样的房间适合住两位客人和夫妻同住，适合旅游团体住用。 套间房是由两间或两间以上的房间（内有卫生间和其他附属设施）组成。 双套间：一般是连通的两个房

26、间。一间是会客室，一间是卧室。卧室内设两张单人床或一张双人床。这样的房间适合夫妻或旅游团住用。 组合套间：这是一种根据需要专门设计的房间，每个房间都有卫生间。有的由两个对门的房组成；有的由中间有门有锁的隔壁两个房间组成；也有的由相邻的各有卫生间的三个房间组成。 多套间：由三至五间或更多房间组成，有两个卧室各带卫生间还有会客室、餐厅、办公室及厨房等，卧室内设特大号双人床。 高级套间：由七至八间房组成的套间，走廊有小酒吧。两个卧室分开，男女卫生间分开，设有客厅、书房、会议室、随员室、警卫室、餐厅厨房设施，有的还有室内花园。 立体套间：由楼上、楼下两层组成，楼上为卧室，面积较小，设有两张单人床或一张

27、双人床。楼下设有卫生间和会客室，室内有活动沙发，同时可以拉开当床。,酒店房间种类,Knowledge Tips,Practical Training,( R= Receptionist G= Guest ) R: Good evening, sir. Shangri-la Grand Hotel. _ G: Yes. _ R: For which date? G: From this Friday to Sunday. R: From this Friday to Sunday. Thats from June 6th to 8th. Wait a moment, please. I am g

28、oing to check the list. Sorry, sir. _ How about a double room? G: Id like to stay in your hotel. Okay. A double room is not bad. R: _ G: John Smith. My phone number is 838 855 38. R: Mr. Smith. Your phone number is 838 855 38. Am I correct? G: Yes, absolutely. Thank you. Goodbye. R: Its my pleasure.

29、 Mr. Smith. _,Room reservations. May I help you?,Id like to reserve a single room in your hotel.,The single rooms are not available on these days.,May I have your name and phone number, please?,We are looking forward to serving you.,Situation A Mr. Black wants to book a double room with a bath in th

30、e hotel for October 16th to 18th. The receptionist answers his phone and helps him to reserve. Situation B Mr. Smith wants to reserve a room in the hotel for January 5th to 8th. However, all the rooms are fully booked. The receptionist helps him to get a room in another hotel.,Practical Training,Pra

31、ctical Training,( R= Receptionist G= Guest ) R: Good evening, sir. .（欢迎来到香格里拉大酒店。） May I help you? G: Yes. .（我想要取消一项预订。） R: ?（请问，是以谁的名字预订的？） G: John Smith. R: ? （请问预订人日期是什么时候？） G: .（从1月5日起3个晚上。） R: Was the reservation made for yourself or someone else? G: Its made for me. , （因为我的行程安排有所改变，）I have no

32、enough time to stay in your town at that time. R: Ill cancel Mr. John Smiths reservation from January 5th for 3 nights. We are looking forward to another chance to serve you. ?（请问还有什么需要我做的吗？） G: No. Thats all. Goodbye. R: Goodbye. Mr. Smith.,Welcome to Shangri-la Grand Hotel,Id like to cancel a rese

33、rvation,In whose name was the reservation made,What was the date of the reservation,From January 5th, for 3 nights,Because my itinerary has been changed,Is there anything else I can do for you,Dear Sir, 1. My family and some of my friends wish to spend about a week at your hotel. We require two doub

34、le rooms with a private bath, and one twin room with a shower. 2. From one local travel service I have learnt that Western Lake is the right place for holiday. On a list of recommended hotels I found the name of your hotel. 3. I am looking forward to your early reply. 4. Would it be possible to let

35、us have these rooms for the period from January 15th to 21st? Kindly let us know your terms. Yours sincerely, Peter Cooper,Practical Training,2-1-4-3,1. 我想在你们饭店预订一间单人间。 2. 可以问一下到时会有多少客人吗？ 3. 可以帮我们安排一下吗？ 4. 您想要哪种房间，单人间还是双人间？ 5. 预订日期是什么时候？ 6. 我来看看那几天的房间可用情况中。 7. 我想确认一下您的预订。 8. 一间朝阳面的双人房每晚500元人民币。,Prac

36、tical Training,Practical Training,1. I would like to reserve a single room in your hotel. 2. How many guests are there going to be? 3. Could you please arrange that for us? 4. Which type of room would you prefer, single room or double room? 5. Whats the date of the reservation? 6. I am going to chec

37、k the room abilities on these days. 7. Id like to confirm your reservation. 8. A double room with a front view is 500 RMB per night., registration receiving the advance reservation extending stay,Basic Procedures,Chapter 2 Reception Desk,Receptionist Receptionists often work for businesses like spas

38、, doctors offices, and salons which provide services to the public. In these positions, a receptionist makes appointments, keeps track of the schedule, keeps staff members updated about their bookings for the day, and handles client records. A receptionist will also answer questions for people about

39、 the services that the business offers, and he or she typically checks people in for appointments and deals with any paperwork, which clients may have to fill out. Receptionists are also expected to handle client payments in many cases.,Content,Reservation,(R= Receptionist B=Bellman G= Guest ),B: Go

40、od evening, sir. Welcome to Shangri-la Grand Hotel. May I help you? G: Thank you. B: How many pieces of luggage do you have? G: Just this two. B: Two red bags. Is that all right? G: Yes. B: Ill show you to the Front Desk. This way, please. G: Okay. Thank you. R: Good evening, sir. Welcome to Shangri

41、-la Grand Hotel. May I help you? G: Yes. Id like to have a room in your hotel. R: Do you have a reservation, sir? G: Im afraid not. Im just a walk-in. R: Okay. What kind of room would you like to have? G: A standard room with one big bed for three nights. R: How many of you? G: Only myself. R: Just

42、a moment, please. Let me check the list. May I have your name, please?,Reservation,(R= Receptionist B=Bellman G= Guest ),G: John Smith. R: Okay. Mr. Smith. We have one standard room with one big bed. Could you give me your passport and fill in this registration form? (After a short while) R: Mr. Smi

43、th. You are requested to pay a deposit of 1200 RMB. How are you going to pay, in cash or by credit card? G: In cash. Here you are. R: Okay. Mr. Smith. Here are your passport and room card. And your room number is 8618 on the 16th floor. The bellman will send your luggage to your room. Wish you have

44、a good stay in our hotel. Goodbye. G: Thank you. Goodbye. B: Mr. Smith. Please let me show you to your room. This way, please. G: Ok.,( R= Receptionist G=Guest ),Receiving the Individual,R: Good evening. Welcome to Shangri-la Grand Hotel. May I help you? G: Yes. Id like to have a room in your hotel.

45、 R: Have you made a reservation with us, sir? G: Im afraid not. R: What kind of room would you like to have? G: A single room. Im alone. R: I would like to know your departure time. G: I will stay in your hotel for 2 nights. I will leave for Shanghai the day after tomorrow. R: Just a moment, please.

46、 Yes, there is one on the 6th floor facing the street. G: Could you change another one for me. I like to have a sleep since I feel kind of tired. Im afraid the room facing the street is noisy.,( R= Receptionist G=Guest ),Receiving the Individual,R: Okay. Theres one on the same floor. G: How much is

47、it? R: 380 RMB per night. G: Sounds good. Ill take it. R: May I have your passport, please? And could you fill in the registration form? G: Okay. (The receptionist checks the passport and the form) R: Heres your passport. How are you going to pay, in cash or by credit card? G: In cash. R: Here is th

48、e room card. Wish you have a good stay in our hotel. G: Thank you.,( R= Receptionist G=Guest ),Receiving the Advance Reservation,R: Good evening, sir. Welcome to Shangri-la Grand Hotel. May I help you? G: Yes. I want to have a room in your hotel here. R: Have you made a reservation, sir? G: Yes. Ive

49、 booked a room in your hotel. R: May I have your name, please? G: Allan Scott. R: Wait a moment, please. (After checking the list) Sorry to have kept you waiting, Mr. Scott. Yes. We do have your reservation. You have booked a single room from today to December 15th for 3 nights. The rate of the room

50、 is 380 RMB per night. Am I correct? G: Yes. Thats all right. R: Could you let me have a look at your passport? And would you please fill in this registration form? G: No problem. Here you are. R: Thank you.,( R= Receptionist G=Guest ),Receiving the Advance Reservation,(After a short while) R: Thank

51、 you. Mr. Scott. Here is your passport. And you should pay a 800 RMB deposit. How would you like to pay, in cash or by credit card? G: In cash. Here you are. R: Thank you. Mr. Scott. Here is your room card. Wish you have a good stay in our hotel. G: Goodbye.,( R= Receptionist G= Guest ),Receiving a

52、travel group,R: Good evening. Welcome to Shangri-la Grand Hotel. May I help you? G: Yes. Im John White, the tour leader of American Happiness Travel Service. We have a reservation with your hotel. R: Just a minute, please. Let me check the list. (After checking the list) Yes. Mr. White. We do have y

53、our reservation. You have reserved 18 double rooms for 3 nights. Is that all right? G: Yes. R: Have you got a group visa, Mr. White? G: Yes, here you are. R: Thank you. And could you fill in the registration form, please? G: Okay.,( R= Receptionist G= Guest ),Receiving a travel group,(After a short

54、while) R: Heres your group visa, Mr. White. And you have 12 rooms on the 12th floor from Room 8212 to Room 8223 and the others are on the 15th floor from Room 8506 to Room 8511. And here are the room keys. Please have a check. G: Thats very well. Thank you very much. R: Its my pleasure. Mr. White. T

55、he bellmen will send the baggage to your rooms. Wish you have a good stay in our hotel. G: I will. Goodbye. R: Goodbye.,( R= Receptionist G= Guest ),Extending the Stay,R: Good afternoon, sir. May I help you? G: Yes. I would like to extend my stay in your hotel as I have more meetings in Beijing. Im

56、Robert Cooper, the tour leader of American Happiness Travel Service. We have a reservation in your hotel . R: May I know your name and room number? G: Robert Cooper, in Room 8606. R: How long would you like to extend your stay? G: 2 more nights. R: So youd like to extend your stay here for another 2

57、 nights. Let me check the list, please.,( R= Receptionist G= Guest ),Extending the Stay,(After a short while) Mr. Cooper. Room 8606 has been reserved tomorrow afternoon. So could you move to Room 8608 tomorrow morning? G: Okay, no problem. R: Thank you for your understanding, Mr. Cooper. And theres

58、only 80 Yuan in your account. Because of the hotel policy and your extension, you are requested to pay a 1000 RMB. How would you like to pay, in cash or by credit card? G: In cash. Here you are. R: Thank you. Here is the receipt. And we will contact you tomorrow morning at 10 am. G: For changing the room. Okay. Goodbye. R: Goodbye. Mr. Cooper. I hope you are enjoying your stay with us.,Dialogues,1. operator 5preit n. 接线员,操作员 2. international int(:)nnl a. 国际的；跨国的 3. rate reit n. 价格；价钱 4. minimum minimm a. 最小的,最低的 5.prefix pri:fiks