RoomReservations宾馆房间预订.ppt

The ManagerThe Manager s Remarkss Remarks n n The The aimaim of a hotel is of a hotel is to create a home to create a home away from home for all the traveling guests away from home for all the traveling guests who need rest, food and drinkwho need rest, food and drink. . n n The Front Office of a hotel is not only The Front Office of a hotel is not only its its “ “show windowshow window” ” but also its but also its “ “nerve nerve centercenter” ”. It is within this department that the . It is within this department that the guestguest s s vacation or businessvacation or business, and indeed, , and indeed, the hotelthe hotel s operation itself are made or s operation itself are made or ruined.ruined. n n n n The Front Office staff seem to The Front Office staff seem to “ “do it alldo it all” ” receive reservationsreceive reservations, , register guestsregister guests, , assign roomsassign rooms, , distribute baggagedistribute baggage, , store store guestsguests valuables valuables, , provide informationprovide information, , deliver mails and messagesdeliver mails and messages, , exchange exchange foreign currenciesforeign currencies, , check room check room occupanciesoccupancies, , check guests outcheck guests out and so on. and so on. In order to fulfill these tasks, the staff must have a neat and smart appearance, good manners, adaptability, efficiency, the sense of duty and a knowledge of languages. The most important of all the qualities is a real liking for people and a warm desire to help them. n n Besides, Front Office staff should Besides, Front Office staff should welcome and settle the guestswelcome and settle the guests complaints. complaints. That will soothe an unhappy guest and That will soothe an unhappy guest and reveal the hotelreveal the hotel s problems so that the s problems so that the operation can be bettered.operation can be bettered. n n In short, all staff ought to remember In short, all staff ought to remember that the that the hotel will enjoy greater financial hotel will enjoy greater financial success only with the greater satisfaction success only with the greater satisfaction the guests receive from the the guests receive from the “ “home away home away from homefrom home” ”. . Room ReservationsRoom Reservations Reservation Types 1. Receiving an FIT Reservation 接待散客预定 2. Receiving a Corporate Reservation 接待公司预定 3. Receiving a Guaranteed Reservation 接待有保证预定 4. Revising a Reservation 变更预定 Main points of ReservationsMain points of Reservations n n 预定登记要素预定登记要素: : n n 1) Guest Information 1) Guest Information n n 2) Guest2) Guest s Requirementss Requirements n n 3) Hotel Policies3) Hotel Policies Guest InformationGuest Information 1 1）客人姓名客人姓名（Guest NameGuest Name）或团队名称或团队名称（Name of Name of GroupGroup）、编号编号（ Code Code ）；）； 2 2）代订人姓名代订人姓名（ Contact NameContact Name）、）、联系电话联系电话（ Telephone NumberTelephone Number）、）、单位单位（Company NameCompany Name）及地及地 址址（AddressAddress）；）； 3 3）人数人数（Number of GuestsNumber of Guests）；）； 4 4）国籍国籍（NationalityNationality）； 5 5）抵抵/ /离店日期离店日期（Date of Arrival/DepartureDate of Arrival/Departure）；）；时间时间（ Time of Arrival/DepartureTime of Arrival/Departure）及入住天数及入住天数（Length of Length of StayingStaying）。）。 6 6）折扣优惠）折扣优惠（discountdiscount）及付款方式及付款方式（paymentpayment） 7 7）订房入住当天的保留时间）订房入住当天的保留时间（Cut-off TimeCut-off Time） GuestGuest s Requirementss Requirements 1 1）所需客房的种类所需客房的种类（Room TypesRoom Types）及数量及数量 （Number of RoomsNumber of Rooms）；）； 2 2）所需客房的条件所需客房的条件： 房间朝阳面房间朝阳面 （A room with a front viewA room with a front view）; ; 房间背阴面房间背阴面（A room with a rear viewA room with a rear view） ； 带洗澡间的单人房间带洗澡间的单人房间 （a room with batha room with bath） 一个不临街的安静房间一个不临街的安静房间 （a quiet room away a quiet room away from the streetfrom the street ） 酒店客房大致分为单间客房和套间客房酒店客房大致分为单间客房和套间客房 n n 单间客房有一间客房所构成，可细分为：单间客房有一间客房所构成，可细分为： 1 1） 单人间（单人间（Simple RoomSimple Room）：）：配备一张单人床，配备一张单人床， 适用于单身客人。适用于单身客人。 2 2）大床间（）大床间（Double RoomDouble Room）：）：配备一张双人床，配备一张双人床， 较适合夫妇居住。较适合夫妇居住。 3 3）双床间（）双床间（Twin RoomTwin Room）：）：配备两张单人床，这配备两张单人床，这 类客房在酒店中比重极大，因此又称为酒店的类客房在酒店中比重极大，因此又称为酒店的“ “ 标准间（标准间（Standard RoomStandard Room）” ”。 4 4）三人间（）三人间（Triple RoomTriple Room）：）：配备三张单人床。配备三张单人床。 n n 套房由两间或两间以上客房构成，可细分为：套房由两间或两间以上客房构成，可细分为： 1 1）普通套间（）普通套间（Junior SuiteJunior Suite）：）：通常一间为起居室，另一通常一间为起居室，另一 间为卧室。间为卧室。 2 2）商务套间（）商务套间（Business SuiteBusiness Suite）：）：专为商旅客人设计，一专为商旅客人设计，一 间为起居室兼办公室，另一间为卧室。间为起居室兼办公室，另一间为卧室。 3 3）复式套间（）复式套间（Duplex SuiteDuplex Suite）：）：也称立体套间，其布置为也称立体套间，其布置为 起居室在下，卧室在上，两间用室内楼梯连接。起居室在下，卧室在上，两间用室内楼梯连接。 4 4）连接套间（）连接套间（Connecting RoomsConnecting Rooms）：）：也称组合套间。两也称组合套间。两 间相连的客房用隔音性能好，均安装门锁的两扇门连接间相连的客房用隔音性能好，均安装门锁的两扇门连接 ，并都配有卫生间；需要时，既可以作为两间独立的客，并都配有卫生间；需要时，既可以作为两间独立的客 房出租，也可作套间出租，灵活性较大。房出租，也可作套间出租，灵活性较大。 5 5）豪华套间（）豪华套间（Deluxe SuiteDeluxe Suite）：）：气派豪华，为两套间或三气派豪华，为两套间或三 套间布置，三套间初起居室、卧室外，还有一间餐室或套间布置，三套间初起居室、卧室外，还有一间餐室或 会议室，卧室配备大号双人床（会议室，卧室配备大号双人床（King-size BedKing-size Bed） 6 6）总统套间（）总统套间（Presidential SuitePresidential Suite）：）：又称为特套间，一般又称为特套间，一般 由五间以上的房间组成，装饰布置极为讲究，通常在豪由五间以上的房间组成，装饰布置极为讲究，通常在豪 华酒店才设置此类房间。华酒店才设置此类房间。 Hotel PoliciesHotel Policies n n 根据公安部门规定，访客请在服务台登记根据公安部门规定，访客请在服务台登记 n n Visitors are required to register at the Front Desk as Visitors are required to register at the Front Desk as required by the Public Security Departmentrequired by the Public Security Department； n n 晚上晚上1212点过后，访客不得在房间逗留点过后，访客不得在房间逗留 n n Visitors are not allowed in the guest rooms after 12:00 Visitors are not allowed in the guest rooms after 12:00 midnightmidnight； n n 退房时间为中午退房时间为中午1212点以前点以前 n n Check-out time is before 12:00 noon.Check-out time is before 12:00 noon. n n 中午中午1212点以后退房这另外加费点以后退房这另外加费 n n If you check out after 12:00 noon, there will be an extra If you check out after 12:00 noon, there will be an extra charge added to your billcharge added to your bill n n 宠物恕勿带入宠物恕勿带入 Sorry, no pets allowedSorry, no pets allowed n n 酒店对宾客预定变更、取消预定的规定酒店对宾客预定变更、取消预定的规定 n n Agreements on Reservation Amendments/ CancellationAgreements on Reservation Amendments/ Cancellation 常用句型常用句型 n n 1 1 预订基本应对：预订基本应对： 1. 1. Do you have one single room for two nights?Do you have one single room for two nights? 2. 2. (Room) Reservation. How can I help you?(Room) Reservation. How can I help you? 3. 3. Id like to reserve a room.Id like to reserve a room. 4. 4. How many nights do you wish to stay?How many nights do you wish to stay? 5. 5. How much is the room?How much is the room? 6. 6. Which date would that be?Which date would that be? 7. 7. How many guests will there be in your party?How many guests will there be in your party? 8. 8. May I know your name /phone number/e-mail?May I know your name /phone number/e-mail? 9. 9. Could you hold the line, please? Ill check our room Could you hold the line, please? Ill check our room availability.availability. 10.10.Would you like to make a guaranteed reservation by Would you like to make a guaranteed reservation by credit card?credit card? n n 2 2 海外预订海外预订 1. 1. May I have your airline and flight number, May I have your airline and flight number, please?please? 2. 2. We offer free transportation to and from the We offer free transportation to and from the airport.airport. 3. 3. We have a counter at the airport where our We have a counter at the airport where our representative will escort you to the car.representative will escort you to the car. 4. 4. Do you know your arrival time at * Airport, Do you know your arrival time at * Airport, sir?sir? 5. 5. Do you mean local time?Do you mean local time? 6. 6. Where can we contact you in Guangzhou?Where can we contact you in Guangzhou? 7. 7. Care of * Company, the number is .Care of * Company, the number is . 8. 8. We look forward to serving you. Have a safe We look forward to serving you. Have a safe triptrip . . n n 3 3 对房间和床具的偏好对房间和床具的偏好 1. 1. What type/kind of room would you What type/kind of room would you prefer?prefer? 2. 2. Id like to reserve a room with a Id like to reserve a room with a sea/mountain view.sea/mountain view. 3. 3. Id like a room with a very large Id like a room with a very large bed/balcony.bed/balcony. 4. 4. Certainly, sir. Well book you into a room Certainly, sir. Well book you into a room with a Queen-size/King-size bed.with a Queen-size/King-size bed. n n 4 4 房价和付款事项房价和付款事项 1. 1. A single room is US$80 per night, with 10% tax and a A single room is US$80 per night, with 10% tax and a 10% service charge.10% service charge. 2. 2. We have a double at HK$800 and HK$1,000 available. We have a double at HK$800 and HK$1,000 available. Which one would you prefer?Which one would you prefer? 3. 3. Does the price include breakfast?Does the price include breakfast? 4. 4. Im afraid we have no credit arrangements with your Im afraid we have no credit arrangements with your company. We will need an advance deposit by bank company. We will need an advance deposit by bank draft or in cash before the reservation date.draft or in cash before the reservation date. 5. 5. We offer special rates for your company, sir. For a We offer special rates for your company, sir. For a single room, there is a 15% discount.single room, there is a 15% discount. 6. 6. Shall we charge this to your company?Shall we charge this to your company? 7. 7. Which department (of your company) should the be Which department (of your company) should the be made out to?made out to? 8. 8. Do you accept credit cards/travels checks?Do you accept credit cards/travels checks? n n 5 5 指定的房间没空缺或酒店客满指定的房间没空缺或酒店客满 1. 1. Im afraid we have no twin rooms available, but we Im afraid we have no twin rooms available, but we can offer you a double room.can offer you a double room. 2. 2. Im afraid we have no suites available. Would you Im afraid we have no suites available. Would you mind a twin instead?mind a twin instead? 3. 3. Im sorry, but we are fully booked for those days as it Im sorry, but we are fully booked for those days as it is the peak season.is the peak season. 4. 4. Is it possible for you to change your reservation date?Is it possible for you to change your reservation date? 5. 5. This is the busiest season. Im very sorry, but could This is the busiest season. Im very sorry, but could you call us again later this week? We may have some you call us again later this week? We may have some cancellations.cancellations. 6. 6. Can you book me into another hotel in the area?Can you book me into another hotel in the area? 7. 7. We hope well have another opportunity to serve you.We hope well have another opportunity to serve you. n n 6 6 确认预订确认预订 1. 1. Is this a new reservation or a confirmation Is this a new reservation or a confirmation call?call? 2. 2. Id like to confirm a reservation.Id like to confirm a reservation. 3. 3. Your room is confirmed.Your room is confirmed. 4. 4. Im afraid that we have no record of a Im afraid that we have no record of a reservation (for that date) in your name.reservation (for that date) in your name. 5. 5. Shall I make a reservation for you now?Shall I make a reservation for you now? 6. 6. When did you make the reservation?When did you make the reservation? 7. 7. In whose name was the reservation made?In whose name was the reservation made? n n 7 7 为客人更改为客人更改/ /取消取消/ /延长预订延长预订 1. 1. Id like to extend my reservation for one Id like to extend my reservation for one more night.more night. 2. 2. Well extend the reservation for you.Well extend the reservation for you. 3. 3. Id like to change/cancel a reservation.Id like to change/cancel a reservation. 4. 4. Certainly, sir. Well make the Certainly, sir. Well make the change/cancellation for you.change/cancellation for you. 宾馆英语宾馆英语 预订房间预订房间 n n 1 1Id like to book a double room for Tuesday next week.Id like to book a double room for Tuesday next week. n n 下周二我想订一个双人房间。下周二我想订一个双人房间。 n n 2 2Whats the price difference?Whats the price difference? n n 两种房间的价格有什么不同？两种房间的价格有什么不同？ n n 3 3A double room with a front view is 140 dollars per night, one A double room with a front view is 140 dollars per night, one with a rear view is 115 dollars per night.with a rear view is 115 dollars per night. n n 一间双人房朝阳面的每晚一间双人房朝阳面的每晚140140美元，背阴面的每晚美元，背阴面的每晚115115美元。美元。 n n 4 4I think Ill take the one with a front view then.I think Ill take the one with a front view then. n n 我想我还是要阳面的吧。我想我还是要阳面的吧。 n n 5 5How long will you be staying?How long will you be staying? n n 您打算住多久？您打算住多久？ n n 6 6Well be leaving Sunday morning.Well be leaving Sunday morning. n n 我们将在星期天上午离开。我们将在星期天上午离开。 n n 7 7And we look forward to seeing you next Tuesday.And we look forward to seeing you next Tuesday. n n 我们盼望下周二见到您。我们盼望下周二见到您。 n n 8 8Id like to book a single room with bath from the after-noon of Id like to book a single room with bath from the after-noon of October 4 to the morning of O