酒店情景英語課件

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

2、客房數(shù)量 Number of Rooms抵/離店日期&時間 Arrival Date/Departure Date入住天數(shù) Length of Staying訂房入住當天的保留時間 Cut-off Time訂房訂房8大要素大要素單人間雙人間套房總統(tǒng)套房三人間大床房Deluxe suite 豪華套間Business suite 商務套間Economy room 經(jīng)濟套間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 south / with a front view

3、朝陽With bath /shower 帶浴室/淋浴Service Procedure服務流程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 nights do you wish to st

4、ay?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 reservation date?5.Stating the

5、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 is and your telephone nu

6、mber 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 room would you like, a doub

7、le 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 Mr. Brown at 480 yuan per

8、 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 Hotel Reservations. May I h

9、elp 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, sir.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-