chapter-1-Room-Reservations酒店情景英語課件

Chapter1RoomReservationsPartIDialoguesPartIIVocabularyStudyPartIIIListeningandSpeakingPartIVPracticalWritingPartVFeatureReadingReceivinganFITReservationContext:SuHuiisthereservationsclerkforEvergreenHotelinChina.Sheisreceivingreservationrequestsfromacustomeronthephone.Pre-listeningquestions:

Whatisthetypeandnumberofroom(s)required?Whatistheguest’sflightnumber?Staff:Goodmorning.Reservations.SuHuispeaking.

HowmayIhelpyou?Guest:Goodmorning.I’dliketoreservearoomfornextThursdaythe18th.Dialogue112Staff:Yes.Forhowmanynights,please?Guest:Threenights.Staff:Andwhattypeofroomdoyouprefer?Guest:Atwin-bedroom,please.Staff:

IcandoastandardtwinbedroomforRMB800pernight,oradeluxetwinatthespecialrateof1,000pernight.Guest:

Er…I’lltakethedeluxetwin,please.Staff:MayIhaveyoursurnameandinitial,please?Guest:Yes,mynameisMr.C.White.Staff:Couldyouspellthesurname,please?Guest:Yes,it’sW-H-I-T-E,andtheinitialisCforshort.Staff:Howareyouarriving?Guest:Byair.Staff:MayIknowtheflightnumberandarrivaltime?Guest:Yes,FlightMU736,arrivingPudongInternationalAirportat14:30p.m.BeijingTime.Staff:Letmeconfirmthedetailswithyou,Mr.White.Onedeluxetwin,check-indateThursdaythe18th,check-outdatethe20th,inthenameofCurtisWhite.TheroomratewillbeRMB1,000pernight.

AmIcorrect?Guest:Yes,exactly.Thankyou.Goodbye.Staff:Thankyouforyourreservation,Mr.White.Goodbye.ReceivingaCorporateReservationContext:

JohnEvenswithLeslieInternationalLtd.IscallingthereservationsofEvergreenHoteltoreserveroomsforhiscolleagues.SuHui

receiveshisrequests.Pre-listeningquestions:Willtheguestsbeaccommodatedbefore2:00p.m.?Whowillconfirmthepaymentdetails?Dialogue212Staff:Goodafternoon.Reservations,SuHuispeaking.HowmayIhelpyou?Guest:Goodafternoon.ThisisJohnEvenswithLeslieInternationalLtd.Here.Pleasereservetwosinglerooms.Staff:Whenwasthatfor,please?Guest:Twonights.FromOctoberthe15ththroughOctoberthe17th.Staff:Pleasehold

thelineonemoment.Iseeyourcompanyhasanarrangementwiththishotelfordeluxerooms.theratewillbeRMB989pernight.Guest:OK,that’llbefine.Staff:MayIhavetheguests’names,please?Guest:That’sMr.TforTomLong,andMr.DforDavidSmith.Staff:Whattimewilltheybearriving?Guest:TheyarearrivingbyaironFlightMU536,at12:10p.m.Staff:MU536,arrivingat12:10p.m.Ourcheck-intimeis2:00p.m.,sowewilltryourbesttoaccommodatetheguestsshouldtheycheckinbeforethattime.Guest:Yes,Iunderstand.Staff:Willthecompanysettlethefullaccount?Guest:Theguestswillsettletheirownexpensesoncheck-out,excepttheaccommodation.Staff:Canyouconfirmthosepaymentdetailsinwriting,please?Guest:Yes,I’llfaxourconfirmationtoyou.Staff:TwodeluxesinglesatarateofRMB989eachpernight,inthenamesofMr.TomLong,andMr.DavidSmith,check-indateFridayOctoberthe15th,check-outdateSundayOctoberthe17th.

Youwillconfirmthebillingarrangementinwriting.Guest:Thankyou,Mr.Evens.Ihopewecanbeofhelpagainsoon.Goodbye.Context:Mr.RobertstelephonesthereservationsofEvergreenHoteltoreserveoneguaranteedsingleroom.Thereservationclerkasksforthenecessarydetails.Pre-listeningquestions:

Howlongwillhecustomerbestayinginthehotel?Howdoestheguestguaranteethereservation?ReceivingaGuaranteedReservationDialogue312Staff:Goodmorning.Reservations,SuHuispeaking.HowmayIhelpyou?Guest:Goodmorning.I’dlietoreserveasingleroom.

I’llbegoingtoShanghaifromNewYorknext

month.Staff:MayIknowyourarrivalanddeparturedates,please?Guest:FromTuesdayOctoberthe3rdtoThursdayOctoberthe5th.Staff:That’llbetwonights.Onemoment,please….Yes,wecandoastandardsingleforRMB800pernight,orasuperiorsingleforRMB1,000pernight.Whichdoyouprefer?Guest:I’lltakeonestandardsingleroom.Staff:MayIhaveyoursurnameandinitial,please?Guest:Yes,mynameisMr.D.Brown,B-R-O-W-N.Staff:Isthisacompanybooking,Mr.Brown?Guest:No,I’monapersonaltrip.Staff:Doyouwishtoguaranteetheroom?Guest:Yes,Ineedto.Staff:Willthatbeyourcreditcardorwillyoupayinadvance?Guest:Mycreditcard,please.Staff:MayIknowthetypeofcardanthecardnumber?Guest:Yes,it’smyAmericanExpress.Thecardnumberis8643-2003-2105,expirationdate12/28/2008.Staff:Thanks,Mr.Brown.OnestandardsingleroomarrivingonThursdayOctoberthe3rdanddepartingonThursdayOctoberthe5th,inthenameofMr.D.Brown.TheratefortheroomwillbeRMB800pernight.Thisisaguaranteedreservationandwillbeheldforyou.Yourcreditcardnumberis8643-2003-2105.amIcorrect?Guest:Yes,that’scorrect.Thankyouforyourhelp.

Goodbye.Staff:Goodbye,Mr.Brown.Context:Mr.Clinton,alocaltravelagent,hasbookedroomsinEvergreenHotelinthenameofClaudeTravel.Butduetohiscustomer’srequestsforchangesinthebooking.,hecallsthereservationsagaintoalterhisbooking.Pre-listeningquestions:WhatareMr.Clinton'srequestsforchangesinthebooking?HowdoesSuHuiconfirmthechange?RevisingaReservationDialogue412Staff:Goodmorning.Reservations,Suuispeaking.

HowmayIhelpyou?Guest:Goodmorning.ClaudeTravel.I’mcallingtorevisethereservationwemadeyesterday.Staff:Canyoutellmewhohasmadethereservation,please?Guest:OursecretaryLeslieFong.Staff:Justholdthelineonemoment,sir.…Yes,Icanseeit.Howwouldyouliketochangeit?Guest:Noproblem.Whatelse,sir?Staff:Ourcustomerwantstohavedeluxesinglesinsteadofstandardsingles,ifpossible.Guest:Onemoment,please.Yes,deluxesinglesareavailable.I’llupgradetenstandardsinglestodeluxerooms.MayIhaveyourname,please?Staff:MynameisMr.L.Clinton,C-L-I-T-O-N.Guest:Whatisyourtelephonenumber?Staff:66558899,extension208.Guest:That’s66558899,extension208.arethereanyotherchanges,Mr.Clinton?Staff:No,sofarsomuch.Staff:OK,letmeconfirmthedetailswithyou.You’vereservedtendeluxesinglesandfivetwin-beddeddoublesforfivenightsinthenameofClaudeTravel.ThechangesandcancellationweremadebyMr.L.Clinton.AndyourconfirmationnumberisC55662.Guest:Yes,sorrytohavecausedyousuchatrouble.Staff:Notatall.I’malwaysatyourservice.VocabularyStudyReservationn.Reservev.FITreservationReservationclerkEvergreenHotelTwina.Deluxea.Raten.Surnamen.Initialn.預(yù)定預(yù)定散客預(yù)定預(yù)定員長青飯店雙人的豪華的價(jià)格；費(fèi)用姓氏起首字母FlightnumberArrivaltimeInthenameofConfirmv.Cancellationn.Check-inCorporatea.CorporatereservationHoldthelineAccommodatev.（飛機(jī)）航班號(hào)抵達(dá)飯店時(shí)間以（某人）的名義確認(rèn)取消入住登記公司的公司預(yù)算別掛斷電話提供住宿Settlev.Accountn.Faxn.BeofhelpGuaranteev.GuaranteedreservationDeparturedateOnapersonaltripCreditn.Creditcard結(jié)帳所欠帳目傳真；用傳真發(fā)送提供幫助保證有保證預(yù)定離店時(shí)間私人旅行信用；（銀行存款）信用卡InadvanceAmericanExpressExpirationn.Holdv.Revisev.TravelagentDuetoAlterv.Cancelv.Insteadof提前美國運(yùn)通卡信用卡截止有效日期保留修改旅行社因?yàn)?，由于變更取消取代IfpossibleAvailablea.Upgradev.Extensionn.SofarsomuchConfirmationnumberAtone’sservice如果可能的話有空的升級(jí)（電話）分機(jī)號(hào)到目前為止就這些確認(rèn)號(hào)樂意幫助-----reservea.abletobeused-----rateb.totellsb.thatapossiblearrangement,date,timeetc,isnowdefinite3.-----guaranteec.afixedstandardroomchargeorpayment4.-----availabled.toarrangeforaplaceinahotel,restaurant,planeetc.Tobekeptforsb.5.-----confirme.topromisetopayfortheroomevenifitisnotusedExercise1:

Matchtheexpressionsontheleftwiththebestmeaningontheright.C-----------guaranteedreservationsarethemostcommonformofguaranteedreservation.Aguaranteedreservationassurestheguestthatthehotelwillh-----aroomuntilaspecifictimeofthedayfollowingtheguest’splannedarrivaldate.Aprepaymentreservationrequiresthatapaymentinfullbereceivedi----------.

Exercise2:Completethefollowingwithwordsorexpressionsfromthedialogues.4.Ifagueststaysuntilthenightofthe12thandleavesonthemorningofthe13th,thed----------isthe13th,notthe12th.5.Hetelephonesthehoteltobookeightsingleroomsforthreenightsi--------------------EricaTravel.接預(yù)定電話或接待上門預(yù)定客Goodmorning.Reservations.SuHuispeaking.Reservations.SuHuispeaking.HowmayIhelpyou?HowcanIhelpyou?WelcometoEvergreenHotel!MayIhelpyou?1.FunctionalSentences獲取預(yù)定信息

do/willyou?Howmanynights….requiretheroomHowlong…plantostayWhattypeofroom…requireHowmanyrooms…requireMayIhave,please?yoursurname/initial/yourtelephonenumber/yourfaxnumber/thecompanyname/thecompanyaddress/creditcardnumber/thewaytocontactyou

,please?Forhowmany/howmanywasitforForhowmanynights/forwhichdatesWhoisthebookingforCanyouspellthesurnameYourdateofarrival/yourdateofdepartureHowwouldyoulike?Adeluxedouble/adeluxesuiteThewayofpayment/topaytheprepaymentToguaranteethebookingIsit?Acompanybooking/aprivatebooking/agroupbooking/aguaranteedreservation請(qǐng)客人等待

,please,sir/madam.Onemoment/justamonument/holdthelineamoment/letmehaveacheck房價(jià)Wecandoforpernight.Astandardtwin-beddedroom…RMB860.Adeluxetwin…RMB1,000Astandardtwin-beddedroom…RMB860,oradeluxetwin…RMB1,000Weshareforpernight.RMB860…astandardtwin-beddedroomRMB1,000…adeluxetwinRMB860…astandardtwin-beddedroom,orRMB1,000…adeluxetwinTheprice/rateforis

Adeluxesingle…RMB960pernightAminimumoftenrooms…15percentoff

詢問航班班次和抵達(dá)時(shí)間Howareyouarriving?Doyouhave?TheflightnumberandthearrivaltimefortheguestTheestimatedtimeofarrival訂房已滿.I’msorry,but

AllroomsaretakenWehavenovacanciesatthemomentWe’rebookedup確認(rèn)預(yù)定We(can)confirm.TenstandarddoublesfromMaythe7thtothe9thYourcreditcardguaranteedreservationYourprepaymentguaranteedreservationAdvancedepositguaranteedreservationTravelagentguaranteedreservationContractguaranteedreservationWecanguarantee/holdYoutheroomsbookedafterOctober17Theroomuntil6:00p.m.Whatwouldyousaywhenreceivingareservationcallorawalkinguest?Couldyoumakecourteousphrases,usingthecustomer’sname?Howwouldyougetnecessaryinformationfromthecustomers?Howwouldyousellamoreexpensivetypeofroomtothecustomer?Whatwouldyousaytoaskthecustomertospellhis/hername?2.AnswertheFollowingQuestionsf.

Howwouldyoutellthecustomeroftheroomrate?g.Howwouldyougetthetelephonenumberofthelocalcontact,andthetypeofthereservation?h.Whatwouldyousaytoaskfortheflightdetails?i.Whatarethewaystorepeatthedetailsbacktothecustomertoensurecorrection?j.Howwouldyouendtheconversationpleasantly,usingthecustomer’snameandthankinghimorherforthereservation?Dialogue1Staff:Goodafternoon.Reservations.Guest:Goodafternoon.I’dliketobookaroom.Staff:WhatkindofroomGuest:Adeluxetwin,please.Exercise1:

Listentotheshortdialogues.

Fillintheblanks.Thenpracticewithyourpartner.Dialogue2Staff:Goodmorning.Reservations.Lauraspeaking.Guest:Goodmorning.I’dliketoreservearoomfornextMonday.Staff:Yes,howmanynightswillyou?Guest:Threenights,please.Dialogue3Staff:MayIhaveyour,please?Guest:Yes,mynameisMrs.D.Truman.Staff:thesurname,please.Guest:Yes,it’sforTom,RforRonald,UforUganda,MforMike,AforAlpha,NforNancyandtheinitialisDforDavid.Dialogue4Staff:Doyouhavetheguest’s?Guest:Yes,theyarearrivingbyaironflightAY336,arrivingat11:01a.m.Staff:AY336,11:01a.m.thankyou.Willthecompany?Guest:Yes.Pleasesendthebillforalltheexpensestothiscompany.Dialogue5Staff:I’dlikeadoubleroomformywifeandmyself.Guest:therateforadoublewillbeRMBStaff:Mayweusethehotelmeetingroomduringourstayinyourhotel?Guest:Noproblem.Wecanmakeitforyou,butweperhour.Dialogue6Staff:Arrivingthe20thofMarch,fortwonights.Guest:SothatwillbeStaff:Yes,please.Guest:Pleaseholdthelineonemoment.WecanatRMB980pernight.Exercise2:

Listenandfillinthemissinginformation.Reservation#Mr/Mrs/Miss/MsArr.Date:Dep.Date:ETA:No.ofnights:Roomtype:No.ofrooms:No.ofpersons:Ratequoted:Contact/companyname:Address:PhoneNo.:FaxNo:Methodofpayment:Gtdbooking:Staff:Goodafternoon.Reservations.Guest:Thisis.I’dliketoreserveroomsformygroup.Staff:doyouprefer?Guest:Wehave30people.Staff:,Mr.Richard?Guest:Staff:..Westillhavethoseroomsavailable.Guest:Thenhowmuchdoyouchargeforeachroom?Staff:,equivalentto75USdollars.Guest:Fine.Onemorethings.Mayweusethehotelmeetingroomduringourstayinyourhotel?WearetohaveameetingontheafternoonofJanuarythe23rd,from3:00p.m.to5:00p.m.Exercise3:Listenandfillintheblanks.Staff:Noproblem.,theuseofthehotelmeetingroom.Guest:Oh,Isee.Canyougiveusaspecialratesinceoursisacompanybooking?Staff:.withinfivedays.

Guest:YoumayfaxatareacodStaff:,.Staff:(早上好.我是預(yù)定部的Julia.有何吩咐?)Guest:ThisisHenrySmithcallingfromAustralia.I’dliketoreservearoom,please.Staff:.(好的,史密斯先生.您要哪天的房?)Guest:FromJunethe14thStaff:(您要住幾天?)Guest:Fournightsplease.Staff:(也就是六月十八日結(jié)帳離店.您打算要哪種房型,史密斯先生?)Guest:I’dlikeadoubleroomformywifeandmyself.

What’stherate?Exercise4:

CompletethedialogueorallywiththeChineseprompts.Staff:(標(biāo)準(zhǔn)雙人間每天四百元.豪華雙人間四百八十元.)Guest:I’lltakeadeluxedouble.Itisabout60USdollarspernight,isn’tit?Staff:(是的,史密斯先生.你們要好黃雙人間,時(shí)間從六月到六月十八日共四天,是這樣嗎?)Guest:Yes,that’sright.Staff:(你們幾點(diǎn)鐘到店?)Guest:Around4:00p.m.Bytheway,doyouhavetheairportshuttlebus?Staff:(是的,史密斯先生.我們?cè)跈C(jī)場有接待處.只要聯(lián)系那里的機(jī)場代表,他們將會(huì)向您提供幫助.)Guest:That’sfine.Thankyou.Goodbye.Staff:.(謝謝您打來電話,史密斯先生.期待您的光臨.再見.)Exercise5:RolePlayJohnson先生打電話到長青飯店訂房部,他要為自己和另外兩位同事訂三間普通單人房.事先公司與該飯店有約定，他們住宿的所有費(fèi)用都由公司承擔(dān)。假如你市預(yù)定員,請(qǐng)和你的搭檔準(zhǔn)備這個(gè)對(duì)話，并在班上表演.假如你是長青飯店的預(yù)定員，接到了一位自由行的散客打來的電話.她一人駕車來上海休閑旅游，故要訂一間豪華單人房,并用信用卡保證訂房.請(qǐng)和你的搭檔準(zhǔn)備這個(gè)對(duì)話，并在班上表演.國外一家貿(mào)易協(xié)會(huì)于近期要在上海召開年會(huì).會(huì)議組織者致電大觀圓飯店訂房部,要求訂18間標(biāo)準(zhǔn)雙人對(duì)床房,4間豪華單人房,時(shí)間為三天.假如你市預(yù)定員,請(qǐng)和你的搭檔準(zhǔn)備這個(gè)對(duì)話，并在班上表演.HotelConfirmationCorrespondence飯店預(yù)定方式有多種.就直接預(yù)定而言,除了電話預(yù)定之外，個(gè)人或團(tuán)體還可以用書信、備忘錄等書面方式向訂房部預(yù)定。另外，電子郵件、網(wǎng)絡(luò)以及傳真也是常用的預(yù)定手段,而且是最快的預(yù)定方式.一個(gè)飯店的訂房部員工不僅要能讀懂相關(guān)信函，更有必要掌握各種確認(rèn)函的寫作技巧，如確認(rèn)信、確認(rèn)傳真等。下面以一個(gè)發(fā)給飯店訂房部的傳真預(yù)定函為例，說明確認(rèn)信和確認(rèn)傳真的寫作要點(diǎn)。UniverseTravelAgencyTexasFaxate:October17,2004To:GrandViewHotel,Shanghai,PR.ChinaFrom:Mr.L.Johnson,salesmanager,UniverseTravelAgency,SydneySubject:RoomReservationMessage:PlsarrangeonedoubleroomforfournightsfromNovember5Exercise:You’vejustreceivedafaxbookingasshowninthefollowing.WriteafaxconfirmationinyourrealnameforEvergreenHotel.StevenHighSchool1102NorthBlvdSanAntonia,TX78214,U.S.A.FAXTO:EvergreenHotel,112SunStreet,ShanghaiFaxNo.:884256668October18MESSAGE:Pleasereservetwodeluxedoublesfor4nightsstartingfromNovember10.pleaseguarantee-VISAcardnumber:6623504581001Thanks.D.EliotReservationOperationsPre-readingquestions:Whatdoes“reservation”mean?Whatarethebasicreservationactivities?Whyisitimportanttopreparereservationreports?

Reservationsdepartmentisthefirstcontactthataguesthaswithahotel.Itbooksorreservesaccommodationfortheguestforacertainperiodoftime.Intheprocessofreservation,roomsaresold,generatingrevenuesforthehotelandprovidingimportantinformationforthemanagementtoensurethehotelmoreprofitable.

Staffinthereservationsdeterminestheguest’sfirstimpressionofthehotel.Theymustbewell-trainedinsocialskillsandsalesmanship.It’salsotheirdutytobeskillfulinfollowingreservationprocedures.Theproceduresstartwithreceivinginquiries,i.e.gettingfromtheguestreservationdetailsastodateofarrival,lengthofstay,roomtypeandnumberofrooms,numberofpersons.Whatfollowsistodetermineroomavailability-tocheckwhethertheguest’srequestcanbemet.Thiscanbedonethroughtheuseofforecastboards,reservationchartsandacomputerizedsystem.Aforecastboardlookslikeacalendarpostedonthewallandprovidingroomstatusinformation.Roomavailabilitycanalsobedisplayedonconventionalchartsordensitycharts.Whileaconventionalchartshowstheavailabilityofeachroomofthehotelbyroomnumber,adensitychartdisplaysthetotalnumberofreservationsheldforeachtypeofrooms.However,duetooccasionallatecancellationsor“no-shows”,thehotelmaysustainlossinprofits.Onesolutiontothisproblemisoverbookingwhichmeansdeliberatelyacceptingmorebookingsthantheactualnumberofroomsavailabletolet.Inparticular,overbookingagreementsshouldbemadepartoftheGITbookingsthattakesalonglead-time.Iftherequestforareservationisaccepted,areservationformwillbecompleted,andthebookingdet