實用酒店英語unit 1（課堂PPT）

1、1Room Reservation高職高專高職高專旅游與酒店管理類課程規(guī)劃教材旅游與酒店管理類課程規(guī)劃教材實用酒店英語（第二版）實用酒店英語（第二版）大連理工大學(xué)電子音像出版社http:/大連理工大學(xué)電子音像出版社2Room Reservation 客房預(yù)訂客房預(yù)訂How to receive room reservations 怎樣接待客房預(yù)訂怎樣接待客房預(yù)訂How to confirm room reservations 怎樣確定客房預(yù)訂怎樣確定客房預(yù)訂How to make a phone call for room reservations 怎樣電話客房預(yù)訂怎樣電話客房預(yù)訂Aims o

2、f Studyinghttp:/大連理工大學(xué)電子音像出版社3ContentDialoguesUseful DrillsTipsExercises http:/大連理工大學(xué)電子音像出版社4DialoguesBackground Information 無論在中國還是西方國家,人員出差或出訪,常常需要事先預(yù)訂酒店 一般的預(yù)訂方式有電話預(yù)訂 傳真預(yù)訂 網(wǎng)上預(yù)訂 柜臺預(yù)訂等 如遇節(jié)假日或特殊會議期間, 酒店房源普遍緊張,應(yīng)盡早預(yù)訂 預(yù)訂酒店過程主要包括以下內(nèi)容:(1)請求預(yù)訂并說明原因;(2)請對方答復(fù)并進(jìn)行確認(rèn) 通常預(yù)訂后都要進(jìn)行確認(rèn)回復(fù),說明是否滿足預(yù)訂要求,如果不能滿足要說明原因一 基本常識 h

3、ttp:/大連理工大學(xué)電子音像出版社5DialoguesBackground Information客人姓名 Guest Name登記編號 Code聯(lián)系電話 Telephone Number聯(lián)系地址 Address入住人數(shù) Number of Guests入住時間 Occupation Time二 預(yù)訂登記要素客戶基本信息客戶基本信息客戶要求客戶要求房間種類 Room Type房間數(shù)量 Room Number價格標(biāo)準(zhǔn) Price折扣優(yōu)惠 Discount房間要求 Room Demand房間布置 Decorationshttp:/大連理工大學(xué)電子音像出版社6DialoguesDialogue 1

4、J: Tiantian Hotel. Room Reservations. Good afternoon.S: Id like to book a single room for Wednesday next week.J: Thats fine, sir. A single room for Wednesday, May 9th, with a front view or rear view?S: Whats the price difference?J: A single room with a front view is RMB380 per night, one with a rear

5、 view is RMB330 per night.S: I think Ill take the one with a front view then.J: How long will you be staying?S: Ill be leaving Saturday morning.Receiving Reservations 接待預(yù)訂接待預(yù)訂J=Jane (Receptionist) S=Stephen Nobel (Guest)Translationhttp:/大連理工大學(xué)電子音像出版社7DialoguesDialogue 1J: That will be three nights,

6、sir. And your name please?S: Its Stephen. S-t-e-p-h-e-n.J: Thank you very much. What time do you expect to arrive, sir?S: Oh, around 3 p.m. I suppose.J: Id like to confirm your reservation. A single room with a front view at RMB380 per night for three nights from Wednesday, May 9th to Saturday, May

7、12th. My name is Jane and we look forward to seeing you next Wednesday.S: Good. That has been settled then. Good-bye.J: Good-bye.Translationhttp:/大連理工大學(xué)電子音像出版社8返回DialoguesJ=Jane (Receptionist) S=Stephen Nobel (Guest)J: 下午好,天天酒店房間訂房處S: 我想預(yù)訂一間下周三的單人房J: 好的,先生 一間下周三的單人房,5月9日,您要臨街的房間還是不臨街的呢?S: 價錢有什么不一樣嗎?

8、J: 臨街的單人房每天是人民幣380元,不臨街的單人房每天是人民幣330元S: 那我要一間臨街的單人房吧J: 您打算在這里住多長時間呢?S: 我將在星期六早上離店J: 先生,那應(yīng)該是三個晚上,請告訴我您的名字S: 我叫 Stephen. S-t-e-p-h-e-n.J: 謝謝您 您什么時間會入住呢?S: 我想大約是下午三點鐘吧J: 我想再一次確定一下您的預(yù)訂 您要預(yù)訂一間時間從5月9日星期三到5月12日星期六共三個晚 上,價錢為人民幣每晚380元的臨街單人間 我的名字是簡,我們期待下個星期三見到您光臨S: 好的,一切都辦妥了,再見J: 再見接待預(yù)訂接待預(yù)訂 http:/大連理工大學(xué)電子音像出版

9、社9DialoguesDialogue 2J:Good afternoon. Welcome to Tiantian Hotel, May I help you?S:I want a double room with a bath. How much a day do you charge?J:It is one hundred and fifty Yuan a day including heating fee but excluding service charge.S:Its quite reasonable.J:How long do you intend to stay in thi

10、s hotel?S:For three nights. Reservations for a Friend 代朋友預(yù)訂代朋友預(yù)訂J=Jane (Receptionist) S=Stephen Nobel (Guest)Translationhttp:/大連理工大學(xué)電子音像出版社10DialoguesDialogue 2J:May I see your passport, please?S: Oh, yes, Im going to fill in the registration form right now. Can I book a single room for my friend as

11、 he will arrive in Beijing tomorrow morning?J:Sure. Here is the form for reservations. Would you mind filling in this form and paying one hundred Yuan in advance for him?S:All right. Here is one hundred Yuan.J:Thank you. Here is a receipt for paying in advance. Please keep it.Translationhttp:/大連理工大學(xué)

12、電子音像出版社11返回DialoguesJ: 下午好,歡迎光臨天天酒店 我能為您做些什么?S: 我想訂一間帶有浴室的雙人房 請問你們每天的房價是多少呢?J: 每天是人民幣150元,包括取暖費,但不包括服務(wù)費S: 這個價錢很合理J: 您打算在我們酒店住多長時間呢?S: 三個晚上J: 我可以看一下您的護(hù)照嗎?S: 哦,可以,我現(xiàn)在就填寫登記表 我朋友明天早上就會到達(dá)北京,我可以代他預(yù)訂一間 單人房嗎?J: 當(dāng)然可以 這是預(yù)訂登記表 您是否介意幫您的朋友填寫這個表格,并且先墊付人民 幣100元呢?S: 好的,這是墊付的100元J: 謝謝 這是您墊付金額的收據(jù),請保存好代朋友預(yù)訂代朋友預(yù)訂 J=Jan

13、e (Housekeeper) S=Stephen Nobel (Guest)http:/大連理工大學(xué)電子音像出版社12DialoguesDialogue 3J:Room Reservations. Good morning. May I help you?S:Yes, I have some friends coming to China and they want me to book them a triple room for October 9th.J:Just a minute, please. Im sorry, sir. Were fully booked up on that

14、 date.S:Oh, thats too bad.J:Im sorry, were rather full at the moment. Can I recommend you to another hotel?S:Yes, thanks.J:OK. I would suggest that you try the Tiandi Grand Hotel.We Are Fully Booked 客房已滿客房已滿J=Jane (Receptionist) S=Stephen Nobel (Guest)Translationhttp:/大連理工大學(xué)電子音像出版社13DialoguesDialogu

15、e 3S: Do you mind telling me what Tiandi Grand Hotel is like?J: Well. It is one of the biggest hotels in this city. It is rated as a four-star hotel. It is as comfortable as ours. And it is also as convenient as ours. Furthermore, you can go shopping near the hotel.S: Thank you. It is very kind of y

16、ouJ: Its our pleasure.S: And can you tell me the phone number of Tiandi Grand Hotel?J: Of course. The phone number of Tiandi Grand Hotel isS: I really appreciate your help. See you.J: You are welcome. Thank you for your calling. See you.Translationhttp:/大連理工大學(xué)電子音像出版社14返回DialoguesJ=Jane

17、 (Receptionist) S=Stephen Nobel (Guest)J: 早上好,訂房部 我能為您做些什么呢?S: 我有幾個朋友要來中國,他們想讓我?guī)兔︻A(yù)訂一間10月9日的三人房J: 請稍等一下 先生,很不好意思 那天的客房都已經(jīng)預(yù)訂滿了S: 哦,那太糟糕了J: 真的很抱歉 我們那個時間客房都預(yù)訂滿了 我可以為您推薦另一家酒店嗎?S: 好的,謝謝了J: 我想給您推薦天地大酒店S: 您能告訴我天地大酒店的情況嗎?J: 好的 它是我們城市里最大的酒店之一 它被評為四星級的酒店 它和我們酒店一樣舒適 還有,和我們酒店一樣交通很便利 而且,您還可以在酒店附近進(jìn)行購物S: 謝謝你了 你真的太好

18、了J: 不用客氣的S: 你可以告訴我天地大酒店的電話號碼嗎?J: 當(dāng)然可以的,天地大酒店的電話號碼: 我真的很感謝您的幫助 再見J: 不用謝 謝謝您的來電 再見客房已滿客房已滿 http:/大連理工大學(xué)電子音像出版社15DialoguesNew Words and Expressions 單人房a single room背面rear view期待look forward to排除exclude v.推薦recommend v.而且,此外furthermore ad.正面front view確認(rèn)confirm v.解決settle v.三人房a triple room

19、方便的convenient a.感激appreciate v.http:/大連理工大學(xué)電子音像出版社16Useful Drills(注注:表示此話為客戶所說表示此話為客戶所說)I How to greet walk-in customer or customers on phone 接待上門預(yù)訂或接聽預(yù)訂電話接待上門預(yù)訂或接聽預(yù)訂電話早上好 我是訂房部的Jane 有什么可以幫到您的嗎?Good morning. Reservations. Jane speaking. Can I help you?下午好 歡迎光臨天天酒店!有何吩咐呢?Good afternoon. Welcome to Ti

20、antian Hotel, May I help you?我想要訂一間下周三入住的單人房Id like to book a single room for Wednesday next week.我想為我朋友預(yù)訂一間雙人房Id like to book a double room for my friend.http:/大連理工大學(xué)電子音像出版社17Useful DrillsII How to get information from the customers 如何從客戶處獲取信息如何從客戶處獲取信息您打算住多久呢?How long will you plan to stay?您打算住多久呢

21、?How long will you be staying?請問您是哪位?May I know who Im talking with? (Making a phone)請問您要哪種房型?What type of room do you require?請問您要訂多少間房呢?How many rooms will you require?請問您的名字/電話號碼?May I have your name/telephone number, please?如何與您聯(lián)系呢?May I have the way to contact with you?請問要以誰的名義來訂呢? Who is the b

22、ooking for?http:/大連理工大學(xué)電子音像出版社18Useful DrillsIII How to offer and get room rate 怎樣提供和獲知房價怎樣提供和獲知房價一間雙人房要多少錢呢?How much does a double room cost?每天收費多少?How much a day do you charge?有優(yōu)惠/折扣嗎?Can I get a discount?每天380元,送早餐RMB380 per night, with breakfast.我們有標(biāo)準(zhǔn)/豪華雙人房,每天每間350元We can do a standard /deluxe d

23、ouble room for RMB350 per night.雙人對床房,每間每天600元We charge RMB600 for a deluxe twin per night.如果起訂5間房,房價可以享受20%的優(yōu)惠The price/rate for a minimum of 5 rooms is 20 percent off.對不起,我們不提供折扣Im sorry, there is no discount.兒童可以減價Theres a reduction for children.我們已經(jīng)將價格降至最低限度了 We have already cut the price very f

24、ine.http:/大連理工大學(xué)電子音像出版社19Useful DrillsIV Confirm and register確認(rèn)和登記確認(rèn)和登記 V Booked up訂房已滿訂房已滿 我可以看看您的護(hù)照嗎?May I see your passport, please?請您填寫這張登記表好嗎?Would you please complete this registration form?你有身份證嗎?Have you got any identification?對不起,我們酒店那一天的客房全部訂滿了Im afraid our hotel is fully booked on that da

25、te.您要的那一日房間已經(jīng)確認(rèn)了 我們期待為您服務(wù) Your room is confirmed for that day. We look forward to serving you.很抱歉,我們沒有空房Im sorry, but were booked up.對不起,我們現(xiàn)在沒有空房Im sorry, but we have no vacancies at the moment.很抱歉,所有的客房都已經(jīng)訂滿了Im sorry, but all rooms are taken.http:/大連理工大學(xué)電子音像出版社20Tips在正式的英語表達(dá)里,疑問基本句型可分為下列四種:May I .?

26、Could you .?Would you .?Shall I .?1. 四種疑問基本句型四種疑問基本句型只要理解這四種基本的句型,就可以處理大部分業(yè)務(wù)上的狀況1) 服務(wù)員自己要做什么事時,就使用May I .?請問尊姓大名?May I have your name, please?請問您的國籍是哪里?May I know your nationality, please?請讓我看一下您的護(hù)照好嗎?May I see your passport, please?請問您什么時候結(jié)賬離開?May I have your check out time, please?http:/大連理工大學(xué)電子音像

27、出版社21Tips1. 四種疑問基本句型四種疑問基本句型4) 在提供建議協(xié)助 征求意見時,可使用Shall I .? 或Would you like me to do .? 請您填寫這張表格好嗎?Could you fill out the form, please?請您寫下來好嗎?Could you write that down, please?請不要掛電話好嗎?Could you hold the line, please?2) 麻煩客人時,可使用Could you .? 3) 詢問客人的喜好或是做什么時,可使用Would you .?請問您要訂一間雙人房嗎?Would you like

28、 to book a double room?請問您要喝茶還是咖啡?Would you like tea or coffee?請問您介意坐在這里嗎?Would you mind sitting here?請問要我為您安排預(yù)約嗎?Shall I make the reservation for you?請問要我為您畫一張地圖嗎?Shall I draw you a map?http:/大連理工大學(xué)電子音像出版社22Tips2. 房間的類型房間的類型按房間的床位數(shù)量與大小來分,可以分為以下類型:房型房內(nèi)床位數(shù)每間客人數(shù)單人房 (Single)雙人房 (Double)雙人對床房 (Twin)套房 (

29、Suite)房內(nèi)分兩區(qū):臥室和休息室,臥室內(nèi)放置一張?zhí)卮箅p人床http:/大連理工大學(xué)電子音像出版社23Tips2. 房間的類型房間的類型按房內(nèi)裝修程度來分,可以分為以下類型:標(biāo)準(zhǔn)單人房 Standard single標(biāo)準(zhǔn)雙人房 Standard double標(biāo)準(zhǔn)雙人對床房Standard twin高檔單人房 Superior single高檔雙人房Superior double高檔雙人對床房Superior twin豪華單人房 Deluxe single豪華雙人房Deluxe double豪華雙人對床房 Deluxe twin套房Suite http:/大連理工大學(xué)電子音像出版社24Tips

30、3. 酒店的星級劃分酒店的星級劃分 一星賓館one-star (economy) hotel二星賓館two-star(some comfort) hotel三星賓館three-star (average) hotel四星賓館four-star (high comfort) hotel五星賓館five-star (deluxe) hotelhttp:/大連理工大學(xué)電子音像出版社25Tips4. 接待有保證的預(yù)訂接待有保證的預(yù)訂接待有保證的客房預(yù)訂(Receiving a Guaranteed Reservation)是通過以下方式來完成的:1) 預(yù)收款 (Prepayment) 保證預(yù)訂:客人提

31、前支付足額房費2) 信用卡 (Credit Card) 保證預(yù)訂:記下客人的信用卡號碼,如果客人沒有按預(yù)訂要 求來酒店使用客房,酒店可以向持卡人收取費用 這是一種最常見的預(yù)訂方式3) 押金 (Advanced Deposit) 保證預(yù)訂:客人提前支付一天的房費4) 合同/協(xié)議 (Contract or Agreement) 保證預(yù)訂:酒店與公司有協(xié)議在先,無論公司 預(yù)訂客房是否被使用,房費由公司承擔(dān)http:/大連理工大學(xué)電子音像出版社26ExercisesExercise I: Complete the following dialogue according to the Chinese

32、in brakets and then read it in roles.J=Jane (Receptionist) S=Stephen Nobel (Guest)J: (早上好,我是訂房部的簡,有什么可以幫到你嗎?)S: This is Stephen Nobel calling from America. (我想要訂一間房 )J: (好的,諾貝爾先生 您打算住多久呢?)S: Four nights, please.J: (你要訂哪天的房呢?)S: From August 10th to 13th.Good morning. Reservation. Jane speaking. Can I

33、 help you? _Id like to reserve/book a room. _Yes, Mr. Nobel. How long will you be staying in this hotel? _For when? _http:/大連理工大學(xué)電子音像出版社27ExercisesExercise I: Complete the following dialogue according to the Chinese in brakets and then read it in roles.J: For four nights. (您打算要哪種房型,) Mr. Nobel? S:Id

34、 like to book a double room for myself and my wife. Whats the rate?J: (標(biāo)準(zhǔn)雙人間每天320元,豪華雙人間每天360元 ) (您要哪一種?)S: Ill take a standard double room. It is about 40 US dollars per night, isnt it?J:Yes, Mr. Nobel, a standard double room, (時間是從八月10日至13日 )Am I correct?S: Yes, you are right.What kind of room wou

35、ld you like _Its RMB320 for a standard double and RMB360 for a deluxe double. _Which one do you like? _from August the 10th to August 13th. _http:/大連理工大學(xué)電子音像出版社28ExercisesExercise I: Complete the following dialogue according to the Chinese in brakets and then read it in roles.J: 你們幾點鐘到酒店呢?S: 大約下午5點

36、J:Yes, Mr. Nobel. We will pick you up at the airport. (我們要怎樣聯(lián)系你呢?)S:You can call my friends number, He will also greet me at the airport that day. So you can find me.J: (感謝您的來電,)Mr. Nobel. (期待您的光臨 ) Goodbye.S: Thats fine. Thank you. Goodbye.What time will you be arriving? _Around 5 p.m.

37、 _How can we contact you? _Thank you for calling _We are looking forward to your coming. _http:/大連理工大學(xué)電子音像出版社29ExercisesExercises II: Make up a dialogue based on the following situation and role-play it to the class.1. 假設(shè)你是北京天天酒店的預(yù)訂員簡 接到了一位客戶從大連打來的電話,他將一個人 駕車來北京休閑旅游(leisure travel),要預(yù)訂一間豪華單人間,并先用信用卡

38、保證預(yù)訂 (credit card guaranteed reservation) 請你和你的同學(xué)模擬對話中的角色,準(zhǔn)備對話, 然后在班上進(jìn)行口頭表演Answerhttp:/大連理工大學(xué)電子音像出版社30ExercisesExercises II: Make up a dialogue based on the following situation and role-play it to the class.2. 假如你是一家電器公司的經(jīng)理,你們公司打算在12月22日在北京舉辦慶祝公司成立 十周年的會議,會后打算下榻北京天天酒店,先致電天天酒店預(yù)訂部,要求訂50間標(biāo)準(zhǔn) 雙人房,10間豪華雙人

39、房,2間套房,時間從12月22日至25日,共4天 請你和你的同學(xué) 模擬對話中的角色,準(zhǔn)備對話,然后在班上進(jìn)行口頭表演 Answerhttp:/大連理工大學(xué)電子音像出版社31返回ExercisesJ=Jane (Receptionist) S=Stephen Nobel (Guest) J: Room Reservation. Can I help you?S:Yes, I am calling from Dalian City. I will make a leisure travel to Beijing next week. So I want to book a room at your

40、 hotel.J: Thats wonderful. For which date, please?S: From September 9th.J: For how many nights?S: For two nights.J: How many guests will there be in your party?S:Just my wife and myself.J: What kind of room would you prefer? A single or a double?S: A single, please.J: Could you hold the line, please

41、. Ill check the listThank you for waiting, sir. We have a single room at RMB 150 and another at RMB 180. Which one would you prefer?S: Id like to take the RMB 180.http:/大連理工大學(xué)電子音像出版社32返回ExercisesJ=Jane (Receptionist) S=Stephen Nobel (Guest) J: Do you wish to guarantee the room?S:Yes, I need to.J: Will that be your credit card or will you pay in advance?S: My credit card, please.J: May I know t