Hotel-EnglishUnit-1-Room-Reservation

Part1FrontOfficeUnit1RoomReservationhotel=inn(n.旅馆，客栈）singleroom单人房RoomStyledoubleroom双人房twinroom（standardroom）双人间RoomStyletripleroom三人间套房SuiteRoomStylePresidentialSuite总统套房DeluxeSuite豪华套间reservationn.预订makeareservationreservev.预订reservearoomWhichdepartment(部门)isresponsibleforroomreservation?frontdesk前台Howdoyoumakereservations?a.telephoneb.facetofacetalkc.e-maild.Internete.faxTheProcedureofMakingaReservation预订流程A.Askforthearrivalanddeparturetime.询问抵、离时间B.Greettheguest.问候客人C.Askfortheguest’sname.询问客人姓名D.Askfortheroomstyle.询问房间类型E.Checktheroomavailability.查看是否有空房F.Sayinggoodbye.结束语G.Providingtheroomrate.提供房价H.Askingforspecialrequests.询问特殊需要I.Askingforthee-mailaddressandtelephonenumber.询问邮箱和电话J.Repeatingandcheckingtheinformation重复并核对信息B-C-A-D-E-G-H-I-J-F常用句型(forreservationist)Step1.问好Goodmorning/afternoon/evening….Hotel.HowmayIhelpyou?WhatcanIdoforyou?CanIhelpyou?Step2.询问姓名MayIhaveyourname,please?Canyougivemeyourname,please?Step3.询问住店时间MayIknowyourarrivalanddeparturetime?Howmanynightswillyouneedtheroom?Howlongwillyoustayhere?Step4.询问房型Whatkindofroomwouldyoulike?Step5.查一下是否有空房PleasewaitamomentandIwillchecktheroomavailability/ourreservations.Wouldyouholdtheline,please?I’llcheckourvacancies.(vacancy[‘veɪk(ə)nsɪ]空房)Yes,wedohaveasingleroomavailableforthosedays.Sorry,I’mafraidourroomsarefullybooked.Step6.提供房价It’s….Yuan/RMBpernight.Therate/priceforasuiteis…pernight.Step7.询问特殊需要Doyouhaveanyspecialrequests(foryourroom)?Step8.询问邮箱和电话MayIknowyoure-mailandtelephonenumber?Step9.重复并核实信息I’dliketoconfirm([kən‘fɜːm]确认)yourreservation.Step10.结束语Welookforwardtoserving/seeingyousoon.Hopeyouwillenjoyyourstaywithus.常用句型(forguest)Step1.订房I’dliketobook/reservearoom(withbreakfast/abath/afrontview/arear[rɪə]view/neartheelevator…).Isitpossibletohaveasuite?Step2.确定时间I’llstayfor…days.From…to/till…That’s…daysinall.Step3.询问房价What’stheroomrate?Howmuchistheroom?Step4.预留房间That’sgood.I’lltakeit.Pleaseholditforme.Step5.说明特殊要求I’dlikeasmoking/non-smokingroom.Iwanttoliveinahigher/lowerfloor.Ineedaroomatthegroundfloor.酒店服务英语的总体原则•礼貌性的提问•MayI…?/Couldyou…?/ShallI…?•尽量避免过于口语化•OK/YeahוCertainly/Verywell,sir√•NoוI’mafraidthat…√•涉及到服务提供或费用问题时，千万不要假装明白或敷衍客人•Ibegyourpardon.Exercise•1.areservationist•3.atripleroom•5.arrivaltime•7.anon-smokingroom•9.astandardroom•2.groupreservation•4.adeluxesuite•6.theroomrate•8.departuretime•10.availablerooms/vacancies•1.Wouldyoulikeasmokingroomoranon-smokingroom?•2.Iwillcheckthevacancies.•3.I’dliketohaveatripleroom.•4.Theroomrateis800Yuanpernight.•5.MayIknowyourarrivalanddeparturetime?Listening•1.Mr.Greenwantstobook_________from________to_______.•2.Letmecheckour________________.•3.Asingleroomis________with________pernight.•4.Doyouhave____________foryourroom?•5.Mr.Greenwantstolivein____________.asingleroomMay1stMay4throomavailability400YuanbreakfastspecialrequestsahigherfloorCityWallHotelReservationListNameGenderDateofbirthArrivalTimeDepartureTimeTotaldaysTelephonenumberAddressE-mailRoomstyleRoomrateSpecialrequestsTomGreenMaleJan.5th,1950May1stMay4th3001-123-456-7890HappyRoad9#[e-mail]600Yuanpernightanon-smokingroomFullybookedApologizeGiveadviceTheguestwantstoliveinthishotel.Theguestwouldliketotryanotherhotel.1.Puttheguest’sinformationon_______________.2.Takedown______________.3.Whentheroomisavailable,_______________.1.Helptheguestto_______________.2.Providethehotel’s_________________________________________________________.3.Don’tforgetto_____________________________.hotelwaitinglistthecontactnumbersgivehim/heracallfindanotherhotelname,telephonenumber,locationandotherusefulinformationbestwishestotheguestgivetheTranslation•1.酒店房间都客满了。•2.我想要一个带早餐的单人间。•3.我想要在你们酒店订个房间。•4.豪华套房的价格是每晚800元。•5.我想要一间离电梯远一点的房间。•1.Wouldyoulikeasmokingroomoranon-smokingroom?•2.Whatkindofroomwouldyoulike?•3.Iwillchecktheroomavailability.•4.MayIknowyourarrivalanddeparturetime?•5.Sir,wehaveasingleroom,adoubleroomandsuite.Role-play•SomeoneiscallingtheReservationDepartmenttobookaroominNewCenturyZhejiangXiaoshanHotel(开元萧山宾馆)Areservationistisansweringthephonecall.Pleaseplaythesituationwithyourpartner.Supposetwodifferentsituations:•A.Thereareroomsavailable.•B.Theroomsarefullybooked.RoomstyleBreakfastRoomrateSingleroomwithoutwith298358Doubleroomwithoutwith360488Suitewith588Deluxesuitewith788Presidentialsuitewith1688BlossomHotel(宝盛宾馆)•Address:No618CenterStreet,Xiaoshan(nearShanyinStreet)•Tel:[phone]•Fax:[phone]•Rate:400-600