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Hotel English
Rebecca
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Room Reservations 客房预定
• Objectives
-how to receive reservations
-how to confirm reservations
“First come, first served”.
先到者,先招待
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Part 1. Dialogue
• Receiving an FIT Reservation
接待散客预订• Receiving a Corporate Reservations
接待公司预订• Receiving a Guaranteed Reservations
接待有保证预订• Revising a Reservations
变更预订
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• Receiving an FIT Reservations- Type of room
- Number of room
- Length of stay
- Price/rate
- Guest name/contact number/address
- How is arriving/arriving time/flight number
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• Receiving a Corporate Reservations
- Company arrangement/ contract
- Contract price
- How to pay account
- Confirmation (letter or fax)
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• Receiving a Guaranteed Reservation
Form of guaranteed reservations:
1. Prepayment
2. Credit card (card number)
3. Advanced deposit
4. Contract or agreement
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• Revising a Reservations- What kind of change
- Confirm name and phone number
- Anything else
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Part 2. Listening and Speaking
• Functional sentences接预订电话或接待上门预订客Good morning._________
• Reservation. Su Hui speaking.
• Reservations. Sui Hui speaking. How may I help you?
• How can I help you?
• Welcome to Evergreen Hotel. May I help you?
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获取预订信息_________do/will you________?
• How many nights…require the room
• How long…plan to stay
• What type of room…require
• How many rooms…require
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May I have_______,please?• Your surname/initial/your
telephone number/your fax number/the company name/the company address/credit card number/the way to contact you
_________,please?• For how many/how many was it for• For how many nights/for which
dates• Who is the booking for
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• Can you spell the surname
• Your date of arrival/Your date of departure
How would you like________?
• A deluxe double/A deluxe suite
• The way of payment/to pay the prepayment
• To guarantee the booking
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Is it____________?
• A company booking/a private booking/a group booking/a guaranteed reservation
请客人等待__________,please,Sir/Madam.
• One moment/Just a moment/Hold the line for a moment/Let me have a check
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房价We can do ______for_____per night.
• A standard twin-bedded room…RMB 860
• A deluxe twin…RMB 1,000
• A standard twin-bedded room…RMB 860, or a deluxe twin…RMB 1,000
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We charge____for____per night.• RMB 860…a standard twin-bedded
room• RMB 1,000…a deluxe twin• RMB 860…a standard twin-bedded
room, or RMB 1,000…a deluxe twin.
The price/rate for____is____.• A deluxe single…RMB 960 per night• A minimum of ten rooms…15% off
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询问航班班次和抵达时间How are you arriving?
Do you have_______?
• The flight number and the arrival time for the guest
• The estimate time of arrival
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确认预订We (can) confirm_______.
• Ten standard doubles from May the 7th to the 9th
• Your credit card guaranteed reservation
• Your prepayment guaranteed reservation
• Advance deposit guaranteed reservation
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• Travel agent guaranteed reservation
• Contract guaranteed reservation
We can guarantee/hold_______.
• You the rooms booked after October 17
• The room until 6:00 p.m.
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订房已满I’m sorry, but________.
• All rooms are taken
• We have no vacancies at the moment
• We’re booked up
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• Role play (prepare in pairs and practice on the class)
Johnson 先生打电话到长青饭店 (Evergreen Hotel) 订房部 , 他要为自己和另外两位同事订三间标房,时间为三天,从 1 月 30 号到 2 月 1号。事先公司与该饭店有约定( agreement), 他们住宿的所有费用都由公司承担( settle all the accounts) 。假如你是预订员,请和你的搭档准备这个对话,并在班上表演。
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Part 3. Practical Writing
Hotel Confirmation Correspondence
饭店确认信函• Letter
• FaxHomework: you’ve just received a
fax as shown in the following. Write a fax confirmation in your real name for Evergreen Hotel.
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Evergreen Hotel
112 Sun Street
Shanghai
Fax No.:88 425 6668
FAX TO: D.Eliot
Steven High School
1102 North Blvd.San Antonia, TX78214
U.S.A
October 19
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MESSAGE We are pleased to confirm your
reservation of two deluxe doubles for 4 nights starting from November 10.please do not hesitate to contact me if I can be of any further assistance. Please guarantee-visa card number:6623 50458 1001Sincerely yours,xxxEmily fongReservation Clerk
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Part 4. Feature Reading
Reservation Operations
订房业务
Homework: read and translate this essay into English
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Reservation procedure 预订程序Room availability report 可租房报表No-show 应到预订客人未到Cancellation 取消预订Overbooking 超额预订Reservation chart 预订图表Turn-away report 拒收客人报表Density chart 密度图表Forecast board 订房预报板
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Hotel diary 饭店日志Room status 房态Special arrival list 特殊客人抵达名单Group status report 团体订房状态表Lead time 预订至入住时间Amendment 修改预订Salesmanship 销售技巧Social skill 社交技巧Reservation form 预订申请表
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Conventional chart 常规图表Amendment chart 预订变更表Room availability 可租房Revenue forecast report 收入预测报表GIT booking 包团旅游预订Cancellation form 预订取消表Confirmation letter/slip 预订确认信 /
条
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• Extra exercise
Dialogue:A: 大酒店订房部。能否为您效劳?B: 我要预订一个房间周末住。有空房吗?A: 您要单人房还是双人房?B: 双人房。住星期六、星期天。A: 先生,很抱歉,周末所有的双人房都
定满了,只有单人房。B: 单人房价多少?双人房呢?
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A: 单人房 70 美元一夜,双人房 100 美元,均免费供应大陆式早餐,另加 10% 服务费。
B: 单人房的床是否是特大号的?A: 是的,先生。B: 行,我不在乎住有特大号床的单人
房,请为我预留一间。打折吗?A: 这已是假日优惠价啦。很抱歉,不
打折。请告诉我您的名字和电话号码好吗?
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A: Grand Hotel. Reservations. What can I do for you?
B: I’d like to reserve a room for this weekend. Do you have one available?
A: Do you want to have a single room or a double room?
B: Double room for Saturday and Sunday.
A: Sorry, sir. All double rooms are completely booked up for the
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weekend. Only single rooms are available.
B: How much is it for the single room?…and double room?
A: 70 dollars a night for a single room and 100 dollars for a double room, all including free Continental breakfast, additional 10% surcharge.
B: Do you have king size beds in a
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single room?
A: I think so, sir.
B: All right. In that case, I don’t mind having a single room with a king size bed. Please reserve it for me. Is there any discount?
A: Actually this is holiday promotion price. There isn’t any further discount on it. May I have your name and phone number, sir?
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• 酒店各部门名称总经理室 Executive Office
营销中心 Sales & Marketing Centre
前厅部Front Office Department
管家部Butler’s Office
公关部Public Dept
预订部Reservation Dept
房务中心 Room Division Centre
客房部Housekeeping Dept
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康乐部Recreation Centre环卫部Public Area Dept洗涤部Laundry Dept餐饮中心 Food & Beverage Centre会展部Meeting Sales Dept工程部Engineering Dept保卫部Security Dept人力资源部 Human Resource Dept培训部Training Dept财务部Accounting Dept
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成本控制 部Cost-control Dept
采购部Purchasing Dept
信息中心 Information Centre
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Dialogue A
A: Room reservations. Good afternoon.
B: I’d like to book a double room for Tuesday next week.
A: That’s fine, sir. A double room for Tuesday, September 12th , with a front view or rear view?
B: What’s the price difference?A: A double room with a front view
is 140 dollars per night, one with a rear view is 115 dollars per night.
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B: I think I’ll take the one with a front view then.
A: how long will you be staying?B: we’ll be leaving Sunday morning.A: That will be five nights, sir. Thank
you very much, and we look forward to seeing you next Tuesday.
B: Good. That’s all settled then. Good-bye.
A: Good-bye.
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Dialogue B
A: Advance Reservations. Can I help you?
B: Yes. I’d like to book a single room with a bath from the afternoon of October 4 to the morning of October 10.
A: Yes, we do have a single room available for those dates.
B: what is the rate, please?
A: The current rate is $50 per night.
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B: What service come with that?
A: for $50 you’ll have a radio, a color television, a telephone and a major international newspaper delivered to your room everyday.
B: That sounds not bad at all. I’ll take it.
A: Very good. Could you tell me your name, sir, please?
B: Yes, it is Moore.
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A: How do you spell it, please?B: It’s M-O-O-R-E.A: M-O-O-R-E. And what is your
address, please?B: It is 3600 Montague Boulevard,
Hattiesburg, Mississippi 39401 U.S.A..
A: Excuse me, sir, but could you speak a little more slowly, please?
B: Sure, no problem. It’s 3600 Montague Boulevard, Hattiesburg,
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Mississippi 39401 U.S.A..A: Yes, so it is 3600 Montague
Boulevard, Hattiesburg, Mississippi 39401 U.S.A.. Have you got it?
B: That’ s right.A: What about your telephone
number?B: (601) 264-9716. By the way, I’d
like a quiet room away from the street if that is possible.
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A: A quiet room away from the street
is preferred. O.K.. We’ll mail you a reservation card confirming your booking as soon as possible. We look forward to your visit.
B: Thank you and good-bye.
A: Good-bye.
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The end
Thank you