hotel english rebecca. room reservations 客房预定 objectives - how to receive reservations -how...

Hotel English

Rebecca

Room Reservations 客房预定

• Objectives

-how to receive reservations

-how to confirm reservations

“First come, first served”.

先到者，先招待

Part 1. Dialogue

• Receiving an FIT Reservation

接待散客预订• Receiving a Corporate Reservations

接待公司预订• Receiving a Guaranteed Reservations

接待有保证预订• Revising a Reservations

变更预订

• Receiving an FIT Reservations- Type of room

- Number of room

- Length of stay

- Price/rate

- Guest name/contact number/address

- How is arriving/arriving time/flight number

• Receiving a Corporate Reservations

- Company arrangement/ contract

- Contract price

- How to pay account

- Confirmation (letter or fax)

• Receiving a Guaranteed Reservation

Form of guaranteed reservations:

1. Prepayment

2. Credit card (card number)

3. Advanced deposit

4. Contract or agreement

• Revising a Reservations- What kind of change

- Confirm name and phone number

- Anything else

Part 2. Listening and Speaking

• Functional sentences接预订电话或接待上门预订客Good morning._________

• Reservation. Su Hui speaking.

• Reservations. Sui Hui speaking. How may I help you?

• How can I help you?

• Welcome to Evergreen Hotel. May I help you?

获取预订信息_________do/will you________?

• How many nights…require the room

• How long…plan to stay

• What type of room…require

• How many rooms…require

May I have_______,please?• Your surname/initial/your

telephone number/your fax number/the company name/the company address/credit card number/the way to contact you

_________,please?• For how many/how many was it for• For how many nights/for which

dates• Who is the booking for

• Can you spell the surname

• Your date of arrival/Your date of departure

How would you like________?

• A deluxe double/A deluxe suite

• The way of payment/to pay the prepayment

• To guarantee the booking

Is it____________?

• A company booking/a private booking/a group booking/a guaranteed reservation

请客人等待__________,please,Sir/Madam.

• One moment/Just a moment/Hold the line for a moment/Let me have a check

房价We can do ______for_____per night.

• A standard twin-bedded room…RMB 860

• A deluxe twin…RMB 1,000

• A standard twin-bedded room…RMB 860, or a deluxe twin…RMB 1,000

We charge____for____per night.• RMB 860…a standard twin-bedded

room• RMB 1,000…a deluxe twin• RMB 860…a standard twin-bedded

room, or RMB 1,000…a deluxe twin.

The price/rate for____is____.• A deluxe single…RMB 960 per night• A minimum of ten rooms…15% off

询问航班班次和抵达时间How are you arriving?

Do you have_______?

• The flight number and the arrival time for the guest

• The estimate time of arrival

确认预订We (can) confirm_______.

• Ten standard doubles from May the 7th to the 9th

• Your credit card guaranteed reservation

• Your prepayment guaranteed reservation

• Advance deposit guaranteed reservation

• Travel agent guaranteed reservation

• Contract guaranteed reservation

We can guarantee/hold_______.

• You the rooms booked after October 17

• The room until 6:00 p.m.

订房已满I’m sorry, but________.

• All rooms are taken

• We have no vacancies at the moment

• We’re booked up

• Role play (prepare in pairs and practice on the class)

Johnson 先生打电话到长青饭店 (Evergreen Hotel) 订房部 , 他要为自己和另外两位同事订三间标房，时间为三天，从 1 月 30 号到 2 月 1号。事先公司与该饭店有约定（ agreement), 他们住宿的所有费用都由公司承担（ settle all the accounts) 。假如你是预订员，请和你的搭档准备这个对话，并在班上表演。

Part 3. Practical Writing

Hotel Confirmation Correspondence

饭店确认信函• Letter

• FaxHomework: you’ve just received a

fax as shown in the following. Write a fax confirmation in your real name for Evergreen Hotel.

Evergreen Hotel

112 Sun Street

Shanghai

Fax No.:88 425 6668

FAX TO: D.Eliot

Steven High School

1102 North Blvd.San Antonia, TX78214

U.S.A

October 19

MESSAGE We are pleased to confirm your

reservation of two deluxe doubles for 4 nights starting from November 10.please do not hesitate to contact me if I can be of any further assistance. Please guarantee-visa card number:6623 50458 1001Sincerely yours,xxxEmily fongReservation Clerk

Part 4. Feature Reading

Reservation Operations

订房业务

Homework: read and translate this essay into English

Reservation procedure 预订程序Room availability report 可租房报表No-show 应到预订客人未到Cancellation 取消预订Overbooking 超额预订Reservation chart 预订图表Turn-away report 拒收客人报表Density chart 密度图表Forecast board 订房预报板

Hotel diary 饭店日志Room status 房态Special arrival list 特殊客人抵达名单Group status report 团体订房状态表Lead time 预订至入住时间Amendment 修改预订Salesmanship 销售技巧Social skill 社交技巧Reservation form 预订申请表

Conventional chart 常规图表Amendment chart 预订变更表Room availability 可租房Revenue forecast report 收入预测报表GIT booking 包团旅游预订Cancellation form 预订取消表Confirmation letter/slip 预订确认信 /

条

• Extra exercise

Dialogue:A: 大酒店订房部。能否为您效劳？B: 我要预订一个房间周末住。有空房吗？A: 您要单人房还是双人房？B: 双人房。住星期六、星期天。A: 先生，很抱歉，周末所有的双人房都

定满了，只有单人房。B: 单人房价多少？双人房呢？

A: 单人房 70 美元一夜，双人房 100 美元，均免费供应大陆式早餐，另加 10% 服务费。

B: 单人房的床是否是特大号的？A: 是的，先生。B: 行，我不在乎住有特大号床的单人

房，请为我预留一间。打折吗？A: 这已是假日优惠价啦。很抱歉，不

打折。请告诉我您的名字和电话号码好吗？

A: Grand Hotel. Reservations. What can I do for you?

B: I’d like to reserve a room for this weekend. Do you have one available?

A: Do you want to have a single room or a double room?

B: Double room for Saturday and Sunday.

A: Sorry, sir. All double rooms are completely booked up for the

weekend. Only single rooms are available.

B: How much is it for the single room?…and double room?

A: 70 dollars a night for a single room and 100 dollars for a double room, all including free Continental breakfast, additional 10% surcharge.

B: Do you have king size beds in a

single room?

A: I think so, sir.

B: All right. In that case, I don’t mind having a single room with a king size bed. Please reserve it for me. Is there any discount?

A: Actually this is holiday promotion price. There isn’t any further discount on it. May I have your name and phone number, sir?

• 酒店各部门名称总经理室 Executive Office

营销中心 Sales & Marketing Centre

前厅部Front Office Department

管家部Butler’s Office

公关部Public Dept

预订部Reservation Dept

房务中心 Room Division Centre

客房部Housekeeping Dept

康乐部Recreation Centre环卫部Public Area Dept洗涤部Laundry Dept餐饮中心 Food & Beverage Centre会展部Meeting Sales Dept工程部Engineering Dept保卫部Security Dept人力资源部 Human Resource Dept培训部Training Dept财务部Accounting Dept

成本控制 部Cost-control Dept

采购部Purchasing Dept

信息中心 Information Centre

Dialogue A

A: Room reservations. Good afternoon.

B: I’d like to book a double room for Tuesday next week.

A: That’s fine, sir. A double room for Tuesday, September 12th , with a front view or rear view?

B: What’s the price difference?A: A double room with a front view

is 140 dollars per night, one with a rear view is 115 dollars per night.

B: I think I’ll take the one with a front view then.

A: how long will you be staying?B: we’ll be leaving Sunday morning.A: That will be five nights, sir. Thank

you very much, and we look forward to seeing you next Tuesday.

B: Good. That’s all settled then. Good-bye.

A: Good-bye.

Dialogue B

A: Advance Reservations. Can I help you?

B: Yes. I’d like to book a single room with a bath from the afternoon of October 4 to the morning of October 10.

A: Yes, we do have a single room available for those dates.

B: what is the rate, please?

A: The current rate is $50 per night.

B: What service come with that?

A: for $50 you’ll have a radio, a color television, a telephone and a major international newspaper delivered to your room everyday.

B: That sounds not bad at all. I’ll take it.

A: Very good. Could you tell me your name, sir, please?

B: Yes, it is Moore.

A: How do you spell it, please?B: It’s M-O-O-R-E.A: M-O-O-R-E. And what is your

address, please?B: It is 3600 Montague Boulevard,

Hattiesburg, Mississippi 39401 U.S.A..

A: Excuse me, sir, but could you speak a little more slowly, please?

B: Sure, no problem. It’s 3600 Montague Boulevard, Hattiesburg,

Mississippi 39401 U.S.A..A: Yes, so it is 3600 Montague

Boulevard, Hattiesburg, Mississippi 39401 U.S.A.. Have you got it?

B: That’ s right.A: What about your telephone

number?B: (601) 264-9716. By the way, I’d

like a quiet room away from the street if that is possible.

A: A quiet room away from the street

is preferred. O.K.. We’ll mail you a reservation card confirming your booking as soon as possible. We look forward to your visit.

B: Thank you and good-bye.

A: Good-bye.

The end

Thank you