酒店情景英語(yǔ) 1.1 Reservation.

1、Front deskHow can I make reservations?reservationface to face柜臺(tái)預(yù)定柜臺(tái)預(yù)定Telephone(電話預(yù)定電話預(yù)定)Internet（網(wǎng)絡(luò)訂房）（網(wǎng)絡(luò)訂房）Fax（傳真訂房）（傳真訂房）e-mail(郵件預(yù)定郵件預(yù)定) Warming-upWatch a video and discuss: what are the key points in reservation?客人/代訂人/團(tuán)體姓名 Guest Name 聯(lián)系電話 Telephone Number所需客房類型 Room Type價(jià)格或折扣 Price / Discount所需

2、客房數(shù)量 Number of Rooms抵/離店日期&時(shí)間 Arrival Date/Departure Date入住天數(shù) Length of Staying訂房入住當(dāng)天的保留時(shí)間 Cut-off Time訂房訂房8大要素大要素單人間雙人間roomroom套房總統(tǒng)套房suite三人間room大床房roomDeluxe suite 豪華套間Business suite 商務(wù)套間Economy room 經(jīng)濟(jì)套間sea view./mountain view room 海景房/山景房Beach villa /water villa沙屋 /水屋Extra bed 加床Face to the

3、south / with a front view朝陽(yáng)With bath /shower 帶浴室/淋浴Service Procedure服務(wù)流程1. Greet the guest Hello Sir/Madam, XXX hotel. May I help you? 2. Taking a reservationWhat type of room do you need/prefer? And how many person will there be in your party?3. Referring to dates and times For what dates? How many

4、 nights do you wish to stay?4. Accepting or refusing the booking. Let me see if there is a room available. Well. We have.Its all right for (date )but not (date )We dont have any (room type), would you mind having (room type) I am sorry, we are fully booked on those days. Would you change your reserv

5、ation date?5.Stating the priceItsper night. (we will give you off).6. Asking guests information.May I have your name and your telephone number?How do you spell your last name?7. confirm the details I would like to confirm your reservation. Mr./Ms. XXX, you have booked/reserved room fromto, the price

6、 is and your telephone number is. Is that right?8.Thank the GuestnThank you, we looking forward to seeing you. Dialogue C：Clerk 職員 J：Jack 杰克C: Good morning. May I help you? J: Yes, Id like to reserve a room for three days, please.C: For which date? J: From September 15th to 18th. C: Which kind of ro

7、om would you like, a double or a single? J: A single, please. C: May I have your name and phone number? J: Jack Brown and the number is 3626833. DialogueC: What time do you expect to arrive, Mr. Brown? J: Oh, about 6:30 p.m., I suppose. C: Well，Id like to confirm your reservation. A single room for

8、Mr. Brown at 480 yuan per night for three nights from Sep. 15th to 18th.J: Right. C: Thank you, Mr. Brown.Reservation CardMr. / Mrs. / Miss: Arrival Date:Departure Date:No. of rooms: Room Type: No. of Persons : Room Rate: Booked by: Tel: Approve by: Taken by: Date:R：Good morning. This is Xinzhong Ho

9、tel Reservations. May I help you?C: Yes, Im calling from the States. Id like to book a room, starting from Sept.22nd.R: What kind of room would you like, sir?C: A double room, please.R: what about a twin-bed room with bath for 90 dollars per night, including breakfast?C:OK.R: May I have your name, s

10、ir.C: My name is John Smith.R: Thank you, Mr. Smith. How long will you be staying here?C: Three nights.(the receptionist repeats the reservation.)Thats it. One more thing, how can I have my reservation guaranteed?R: Ill just need your credit card number and take care of the rest of you.C: Its No.1734