酒店英语PPT最新版.ppt

新职业英语新职业英语 Listening Speaking 4 Warming-Up 1 Reading2 3 Writing 5 Project 6 Vocabulary and Structure 7 Listening Script8 vTeaching Objectives v1.After studying this class, you should be able to name different room types in English. v2.Knowing about booking rooms by what ways vHomework vP2 room types vP2 Information of CRS :(Para3) single roomB double roomD TWB/standard roomA triple roomC Suggested Answers Task 1 Match the room types with their corresponding pictures. Adeluxe suite Bpresidential suite Cexecutive suite Djunior suite Suggested Answers Task 2 Write each of the expressions under its corresponding picture. Task 3 How many room types do you know now? What are they? Discuss with your partner with the help of the words in Tasks 1 and 2. From Task 1 and 2, now I know eight room types. They are single room, double room, TWB (twin beds room with private bath) or standard room, triple room, deluxe suite, presidential suite, executive suite, and junior suite. Suggested Answers More Room Types (1): deluxe single room sea-view room deluxe wedding suite More Room Types (2): family suite More Room Types (3): Chinese suite Japanese suite Task 1 Try to answer the following questions before you read the passage. 1. Why is the reservation very important in the work of Front Office? 2. How can the Central Reservation System facilitate the reservation work? Reading Reading Since most people make reservations before their stay, the Reservation Department usually becomes hotel guests first contact with the hotel. Efficient and high-quality reservation service will create guest satisfaction and bring hotel profitability in return. Therefore, reservation is an important Front Office function. Suggested Answers 1. Why is the reservation very important in the work of Front Office? Reading Since most people make reservations before their stay, the Reservation Department usually becomes hotel guests first contact with the hotel. Efficient and high-quality reservation service will create guest satisfaction and bring hotel profitability in return. Therefore, reservation is an important Front Office function. Suggested Answers 2. How can the Central Reservation System facilitate the reservation work? Central Reservation System 1 Since most people make reservations before their stay, the Reservation Department usually becomes guests first contact with the hotel. Therefore, reservation performs an important Front Office function. Efficient and high-quality reservation service helps create higher levels of guest satisfaction and bring hotel profitability in return. Reading Central Reservation System 2 People can book hotel rooms in a number of ways, by telephone, mail, fax, or the Internet. The introduction of the Central Reservation System (CRS) greatly facilitates the reservation process. The CRS is a computerized system that stores and distributes information on a hotel, resort, or other lodging facility. Reading Central Reservation System 3 The information commonly stored in the CRS includes the room rate, room allotments, room types, room availability, hotel information (such as address, phone number, fax number, room features , and hotel features) , hotel cancellation, deposit and minimum stay information, nearby International Air Transport Association (IATA) cities and airports, on-site or nearby restaurants, bars and attractions. Reading Central Reservation System 4 The CRS links different hotels in a hotel chain with each other. It also links the major airline seat reservation systems and the computer terminals in the offices of important travel agencies. Thus the guests reservation is very much facilitated. For now the guest can simply go to either a travel agency or an airline office or a hotel and have all his travel arrangements made. Reading Central Reservation System 5 “The Internet is becoming more and more important for hotel bookings. However, I wouldnt say overall it is going to increase our bookings. We have to be aware of it because its a different method of the way guests can book,” the sales manager John from one five-star hotel says. “So, we have to make sure we are offering the right rates, at the right time and in simple English, so that everyone around the world can understand, as now it is not just travel agents accessing the hotel information, its somebody sitting at home.” Reading reservationn. 预订 eg. I need to confirm my reservation. 我需要确认我的预订。 Reading eg. Have you made a reservation? 您做过预订吗？ contactn. 联系 eg. The children lost contact with their families. 孩子们和家人失去了联系。 Useful Expressions: contact with 与的联系 be/get in contact (with sb.) 与（某人）联系/联系上 stay/keep in contact (with sb.) 保持与（某人）的联系 lose contact 失去联系 Reading efficientadj. 有效率的 eg. Service at the restaurant is efficient and friendly. 这家餐厅服务高效，态度友好。 The heating system is very efficient in its use of fuel. 该供暖系统能高效节省燃料。 Reading profitabilityn. 盈利能力 eg. They plan to increase profitability by making the factory more efficient. 他们计划通过提高工厂效率来增加盈利能力。 The firm is now showing signs of a return to profitability. 公司现在又重新显示出盈利的势头。 Reading facilitatev. 使便利 eg. Dividing students into small groups usually helps facilitate discussion. Reading 将学生们分组通常有助于促进 讨论。 Modern devices facilitate domestic work. 现代设备使家务活便利了。 distributev. 分配 eg. Copies of the report were distributed shortly after the meeting. 会后不久，报告就分发了下去。 The manager distributes the work every morning. 经理每天早晨分派工作。 Reading lodgingn. 住所 eg. The tourist office will send you information on lodging. Reading 旅游局会寄给你有关住宿信息的材料。 The girl could hardly afford a fee for board and lodging at that time. 那时女孩几乎付不起伙食和房租费 。 raten. 房价、价格 eg. Our shop assistants are paid an hourly rate of 5.50. 我们店的营业员按小时支付工资，每小时 5.5英镑。 We have to offer higher rates. 我们不得不付更高的价钱。 Reading availabilityn. 利用（或获得）的可能性 eg. The availability of public transport is also part of the equation. 公共交通的便利也是考虑因素之一。 Before travelling we must ensure the availability of petrol and oil. 旅行前，我们必须确保能够买到汽油和机油。 Reading travel agencyn. 旅行社 eg. Im now working as a tour guide in a travel agency. 我现在在一家旅行社做导游。 Liberty Travel is a 59 year old travel agency. 自由之旅是一家有着59年历史的旅行社。 Reading be aware of 意识到，知道 eg. We should be aware of some of the traffic laws. 我们应该知道一些交通法规。 He doesnt seem to be aware of the problems. 他好像没有意识到这个问题。 Reading 中央预订系统 由于多数人会在住店之前先进行预订，因此预订部通常会 成为客人与酒店打交道的第一个环节。因此预订服务是前厅部 的一项重要工作职能。有效高质的服务会使顾客更加满意，从 而为酒店带来盈利。 Reading 中央预订系统 CRS 中存储的信息一般包括：房间价格、房间分配、房 间类型、空房间、酒店信息（如地址、电话、传真、房间特色 、酒店特色）、房间取消情况、入住押金、最短入住要求、附 近的国际航空运输协会（IATA）城市和机场、酒店内以及附 近的餐厅、酒吧、景点信息等。 Reading 中央预订系统 人们可以通过多种方式预订房间，包括电话预订、邮件预 订、传真预订和网上预订。中央预订系统（CRS）的引进使预 订流程大大地便捷起来。CRS 是一个由计算机操作的信息系 统，其内存储着饭店、度假以及其他住宿设施的信息，可供人 们检索。 Reading 中央预订系统 CRS 将酒店集团中各连锁酒店的信息、重要航班的预订 系统以及重要旅行社的办公室电脑终端连接起来了。这样，客 人进行预订就变得非常便捷。现在，客人只需要在旅行社、航 空公司售票处或者酒店这三家机构选择任何一家，就可以将自 己旅行的全部行程都安排好。 Reading 中央预订系统 “因特网对酒店预订的作用正变得越来越重要。我并不是 说网络会增加我们的预订，但是我们必须注意到它的作用，因 为这是一种不同的预订方式，客人们会通过网络来预订，”某 五星级酒店的销售经理约翰说道，“因此，我们必须确保我们 在正确的时间、用简单的英语给出正确的价格，让世界上每个 人都能理解它，因为现在查询酒店信息的不仅包括旅行社的代 理人，还有坐在家里的普通人。” Reading reserve in person book through a travel agency reserve through a central reservation system reserve at attractions reserve over the phone book on the Internet reserve by mail reserve at nearby restaurants book through the International Air Transport Association reserve at nearby bars reserve by fax book at an airline office Task 2 Read the passage and tick off the ways of reservation mentioned in the passage. Reading Suggested Answers reserve in personbook through a travel agency reserve through a central reservation system reserve at attractions reserve over the phonebook on the Internet reserve by mail reserve at nearby restaurants book through the International Air Transport Association reserve at nearby bars reserve by faxbook at an airline office Reading Suggested Answers Task 2 Read the passage and tick off the ways of reservation mentioned in the passage. Task 3 Read the passage again and fill in the table about the information stored in the CRS. Reading Suggested Answers Reading Suggested Answers 3. room types 5. hotel cancellation 8. fax number 9. restaurants attractions Task 3 Read the passage again and fill in the table about the information stored in the CRS. 1. The CRS links hotels around the world with each other. 2. We have to offer the right rates at the right time and in difficult English. 3. Now everyone may access the hotel information through the Internet. 4. The Internet provides a different reservation method. Task 4 Decide if the following statements are true (T) or false (F). Reading Suggested Answers Reading Suggested Answers 1. F 2. F 3. T 4. T Task 4 Decide if the following statements are true (T) or false (F). pic 1 Rate pic 2 Telephone No. pic 3 Swimming pool pic 4 No. of people pic 5 Date Dialog 1 Dialog 2 Dialog 3 Dialog 4 Dialog 5 Task 1 Listen to five short dialogs and decide what each dialog is about and mark () where appropriate. Listening Suggested Answers Suggested Answers Task 1 Listen to five short dialogs and decide what each dialog is about and mark () where appropriate. pic 1 Rate pic 2 Telephone No. pic 3 Swimming pool pic 4 No. of people pic 5 Date Dialog 1 Dialog 2 Dialog 3 Dialog 4 Dialog 5 Listening name length of stay address method of payment number of people in the party telephone number reserve by mail special requirement type of room reserve at nearby bars arrival time guarantee method Task 2 Joanna Eliot is a tour guide. She is calling to make a reservation for her tour group. Tick off the information mentioned in the conversation. Listening Suggested Answers Suggested Answers namelength of stay address method of payment number of people in the partytelephone number reserve by mail special requirement type of room reserve at nearby bars arrival time guarantee method Task 2 Joanna Eliot is a tour guide. She is calling to make a reservation for her tour group. Tick off the information mentioned in the conversation. Listening Task 3 Listen to the conversation in Task 2 again and fill in the blanks with the words or expressions provided in the box. Reservationist (R): Good morning. Room Reservations. How may I help you? Guest (G): I am calling from the International Youth Travel Agency. Id like to know if you have any rooms (1) _ for the nights from December 2nd to 6th. R: May I know how many people there will be (2) _? G: 28. per room in the party under your name looking forward to room rate check Twin-bed rooms available Listening R: What kind of rooms would you like? G: (3) _ with bath. R: Just a moment, please. Let me (4) _. Sorry to have kept you waiting, madam. I can book 14 TWBs for you for those days. G: How much is the (5) _, then? R: Four hundred and eighty yuan per night (6) _, with breakfast. G: Thats good. R: May I book the rooms (7) _? G: Yes. My name is Joanna Eliot. J-O-A-N-N-A, Joanna, and E-L-I-O- T, Eliot. per room in the party under your name looking forward to room rate check Twin-bed rooms available Listening R: Thank you, Miss Eliot. May I have your phone number, please? G: 312-5541412. R: 312-5541412. Thats 14 TWBs for Joanna Eliot at 480 yuan from December 2nd to 6th. Is that correct? G: Thats correct. R: Thank you for calling. Were (8) _ seeing you soon. Listening per room in the party under your name looking forward to room rate check Twin-bed rooms available Suggested Answers Suggested Answers (1) available (2) in the party (3) Twin-bed rooms (4) check (5) room rate (6) per room (7) under your name (8) looking forward to Task 3 Listen to the conversation in Task 2 again and fill in the blanks with the words or expressions provided in the box. Listening Task 4 A guest is calling the hotel to cancel a reservation. Listen to the conversation and fill in the blanks with the information you hear. Listening Suggested Answers Suggested Answers Guest name: Jim Fischer Date of reservation: from April 3rd to 5th Callers name: Kelvin Joant Phone number:Listening Task 4 A guest is calling the hotel to cancel a reservation. Listen to the conversation and fill in the blanks with the information you hear. 1. Alice Green calls to change her travel schedule. 2. The reservation is under Alice Greens name. 3. The boss calls to cancel his reservation. 4. The deposit will be refunded to Jim Fischers account in seven days. Task 5 Listen to the conversation in Task 4 again and decide if the following statements are true (T) or false (F). Listening Suggested Answers Suggested Answers 1. F 2. F 3. F 4. T Listening Task 5 Listen to the conversation in Task 4 again and decide if the following statements are true (T) or false (F). Speaking Task 1 Read and practice the conversation in pairs. Reservationist (R): Good morning, New Century Hotel Reservations. Can I help you? Guest (G): Yes, Id like to reserve a room for my boss. R: For which dates? G: For the nights from January 10th to 14th. R: How many guests will there be in your party? G: Just two. R: Could you hold the line for a moment, please? Ill check if there is a room available for those days. G: OK. (The Reservationist checks the hotels reservation system for the room availability.) Speaking Task 1 Read and practice the conversation in pairs. R: Thank you for waiting. We have double rooms and suites. Which do you prefer? G: How much do you charge for a suite? R: A junior suite is at 790 yuan per night, and an executive suite 1,090 yuan. G: Id like to take the one at 790 yuan. R: Certainly, madam. Could you tell me the name of the guest, please? G: Peter Anderson. R: Peter Anderson. Very well, madam. Could I know if you have any special requests, please? G: Oh, if possible, I would like to have a quiet room. Speaking Task 1 Read and practice the conversation in pairs. R: All right, madam. We can arrange a quiet room for you. So thats a quiet junior suite for Mr. Peter Anderson for the nights from January 10th to 14th. Is that correct? G: Correct. R: Thank you, madam. Well send you an email to confirm the booking. May I have your email address? G: Certainly. My email is . R: S. Thanks for calling, madam. We are looking forward to seeing Mr. Anderson. Goodbye. G: Goodbye. Speaking Task 2 Discuss the procedure of reservation with your partner with the help of the conversation in Task 1 and put the following steps in the correct order. A. Confirming the reservation details with the guest; B. Asking for the date and room type the guest wants; C. Asking for the guests name, telephone and fax number, address, number of the party, etc.; D. Asking for any special requests; E. Checking room availability; F. Saying goodbye; G. Greeting the guest. Correct order: _ Suggested Answers Suggested Answers Correct order: G B E C A D F Task 2 Discuss the procedure of reservation with your partner with the help of the conversation in Task 1 and put the following steps in the correct order. Speaking Speaking Task 3 Michael Ford calls the Reservation Department. He wants to reserve a double room. Make up a conversation similar to the one in Task 1 with the expressions given in the box, and then act it out in pairs. Room Reservations. How may I help you? For which dates? How many guests will there be in the party? What kind of room would you like? Wait a moment, please. Let me check. Sorry to have kept you waiting. Could I know if you have any special requests? Id like to reserve For the nights from to How much is the room rate? If possible, Id like to have a room with a street view. Suggested Sample Suggested Sample (1) Reservationist (R): Good evening, Room Reservations. How may I help you? Guest (G): Good evening. Id like to reserve a room. R: For which dates, sir? G: For the nights from March 3rd to 5th. R: How many guests will there be in the party? G: Two. R: What kind of room would you like, sir? G: A double room. R: Wait a moment, please. Let me check Sorry to have kept you waiting. We do have double rooms available for those days. May I have your name, please? Speaking Suggested Sample (2) TG: Michael Ford. By the way, how much is the room rate? R: The room rate is 380 yuan per night per room, including breakfast. Could I know if you have any special requests, please? G: If possible, Id like to have a room with a street view. R: No problem, Mr. Ford. So thats a double room for Mr. Michael Ford with a street view for the nights from March 3rd to 5th at 380 yuan per night per room including breakfast. Is that correct? G: Exactly. Thanks. R: Youre welcome, Mr. Ford. Were looking forward to seeing you at our hotel. Goodbye. Speaking Speaking Task 4 Mr. Smith comes to the hotel to revise his reservation. Please role-play the situation with the help of the useful expressions provided below. Last ReservationRevised Reservation Room Typesingle roomfamily suite Length of Stay two nights from February 15th to 16th four nights from February 15th to 18th Room RateRMB 290 yuanRMB 420 yuan DepositRMB 300 yuanRMB 500 yuan Speaking Task 4 Mr. Smith comes to the hotel to revise his reservation. Please role-play the situation with the help of the useful expressions provided below. Guest: My name is I made a reservation. Now Id like to modify it. Id like to change into and extend my reservation for two more nights till Reservationist: How would you like to change it? So thats a family suite for nights from to Could you pay 200 yuan more to guarantee your revised reservation? Suggested Sample Suggested Sample (1) Reservationist (R): Room Reservations. May I help you? Guest (G): Yes, my name is George Smith. I made a reservation last week. Now Id like to modify it. R: One moment, please. Let