客房预订 room reservation.ppt

Roomreservation,Step1背景知识,客房预订基本步骤：客人信息包括哪些？客房预订中会遇到哪几种情况？,Waysofmakingreservation:TelephoneFaxInternetMailverbal,Basicprocedures:GreetingsDateofarrivalanddepartureRoomtypesNameandtelephoneConfirmation,TrainingObjectivesAfterlearningthisunit,youwillbeableto:1.acceptanFITreservation2.acceptagroupreservation3.adjustthereservation4.cancelthereservation5.dealwiththesituationwhenyourhotelisbookedsolid,Step2BasicKnowledge,Words：Reserve预订Reservation预订ReservationsclerkFITreservation（freeindependenttraveler）TwinDeluxeRateSurnameInitial,ConfirmCancellationCorporateAccommodateSettleAccountGuaranteeCreditExpirationExtension,词组：Holdtheline请稍等Departuredate离店时间Inadvance提前Travelagent旅行社,重要句型,1.Gettingnecessaryinformationfromcustomers-Singleordouble?-Wouldyoulikearoomfacingthepark?-Howlongdoyouplantostayinthishotel?-MayIknowyourname,please?-Whenfor?-Howmanypeoplewilltherebeinyourparty?,2.Whenittakessometime-Justamoment,please.Illchecktheroomavailability.-Holdtheline,please.-Thankyouforwaiting,3.Ableorunabletoacceptabooking-WecanconfirmsixstandarddoublesfromMaythe6thtothe10th.-Wecanconfirmyourcreditcardguaranteedreservation.-Wecanconfirmadvancedepositguaranteedreservation.-Wecanconfirmtravelagentguaranteedreservation.-Wecanconfirmcontactguaranteedreservation.-Imsorry.Wearebookedsolidonthatdate.-Imsorry.Wearefullupforthosedates,butIcouldsuggestyouanotherhotelintheneighborhood.,4.Offeringprices-Forasingleroom,thepricewouldbe-Thedailyrateis-Thetotalcostwouldbe-Wellhavetochargeyou$10extra.5.Informationonpayment-Howwillyoubepayingthebill?-WeacceptAmericanExpress.,TypesofRestaurants饭店种类,inn旅馆,饭店lodge小旅馆tavern酒店caravansary马车店,大旅馆hostel招待所hotel饭店,酒店motel（=motorhotel）汽车饭店（旅店）budgethotel廉价旅馆economyhotel（one-starhotel）一星级饭店somecomforthotel（two-starhotel）二星级饭店averagehotel（three-starhotel）三星级饭店highcomforthotel（four-starhotel）四星级饭店deluxehotel（five-starhotel）五星级饭店,BackgroundKnowledge背景知识,TypesofHousekeeping客户类型（1）singleroom单人房（一张单人床）doubleroom双人房（二张单人床）doubleroom双人房（二张双人床）bigsingleroom大床房（一张双人大床）triperoom三人房（三张单人床）（2）economyroom（ER）经济间standardroom（SR）标准间superiorroom（UR）高级套房standardsuite（SS）套间deluxeroom（DR）豪华间presidentialsuite（PS）总统套房（3）studioroom工作室型客房（设沙发床或躺椅）multi-functionalroom多功能客房combinedtyperooms组合客房,1.Asingleroom单人间,2.Adoubleroom双人大床间,3.Atwinroom两床间,4.Astandardsuite标准套房Aroyalsuite大套间,5.Apresidentialsuite总统套间,（2）按照房内装修程度,科方可分为:标准单人房:standardsingle高档单人房:superiorsingle豪华单人房:deluxesingle（3）peakseason旺季lowseason淡季,MakinganFITreservationA:RoomReservations.CanIhelpyou?B:Yes,IdliketobookasingleroomwithabathfromtheafternoonofOctober4tothemorningofOctober10.A:Yes,wedohaveasingleroomavailableforthosedates.B:Whatistherate,please?A:Thecurrentrateis$150pernight.B:Whatservicescomewiththat？A:For$150youllhavearadio,acolortelevision,atelephoneandamajorinternationalnewspaperdeliveredtoyourroomeveryday.B:Thatsoundsnotbadatall.Illtakeit.A:Verygood.Couldyoutellmeyourname,sir,please?,B:Yes,itisMoore.A:Howdoyouspellit,please?B:ItsM-O-O-R-E.A:M-O-O-R-E.Andwhatisyouraddress,please?B:Itis3600MontagueBoulevard,Hattiesburg,Mississippi39401U.S.A.A:Excuseme,sir,butcouldyouspeakalittlemoreslowly,please?B:Sure,noproblem.Its3600MontagueBoulevard,Hattiesburg,Mississippi39401U.S.A.Haveyougotit?A:Yes,soitis3600MontagueBoulevard,Hattiesburg,Mississippi39401U.S.A.,B:Thatsright.A:Whataboutyourtelephonenumber?B:Its(601)264-9716.Bytheway,Idlikeaquietroomawayfromthestreetifthatispossible.A:Aquietroomawayfromthestreetispreferred.OK.Wellmailyouareservationcardconfirmingyourbookingassoonaspossible.Welookforwardtoyourvisit.B:Thankyouandgood-bye.A:Good-bye.,Revisethereservation,A:Goodafternoon.MayIhelpyou?B:Goodafternoon.ImcallingtorevisethereservationImadeyesterday.A:Yes,madam.Letmehaveacheck.Hereyouare.YoubookedtwodeluxedoublesfortheWilsonsfromDecember11thto13th.Howwouldyouliketochangeit?B:LastnightIwastoldthattheirdaughterswouldntcomewiththem.A:Youmeanyouwillcancelonedeluxedouble?B:Yes.Onemorething,theywanttostayonemoreday,tillSaturday.A:AdeluxedoublefromDecember11thto14thforMr.andMrs.Wilson.AmIcorrect?B:Right.Sorrytohavecausedyousuchtrouble.,Step3听力训练,Exercise:EnglishtoChinesetranslation,1.Iwouldliketocancelmyreservationforadoubleroomfor25thofAugust2007.2.Ineedanair-conditionedroomwithbathandshowerwhichfacesthesea.3.Ishouldbegratefulifyouwouldconfirmmycancelingassoonaspossible.4.Pleasegivemeanindicationofyourratespernight.5.Shouldyouhavenovacanciespleasecouldyougivemetheaddressofasuitablehotelinyourarea?,key:,1)我想取消2007年8月25日的一个标准间的预定。2)我需要一个面海的带空调以及淋浴的房间。3)您尽快帮我确认取消原来的预定，我将会非常感激。4)请告诉我您房价多少？5)如果酒店没有空余房间，请告诉我在这附近有哪家合适的酒店可以入住吗？,ChinesetoEnglishtranslation,1.感谢您预定XX酒店客房，我们对您的订房做一下确认，如有任何疑问或需做任何更改，请与我们联系。2.如果抵店时间未明确相告，所定的房间将保留至当天下午6：00.3.为了确保您的订房，请将您的信用卡号码及有效期限通知我们，或预付一晚房租的订金。4.您愿意用信用卡做担保预定吗？5.您若不能如期到达，请务必在16日下午6点前通知我们。,Key:,1)ThankyouforyourreservationatXXhotel.Ifyouhaveanyquestionsorchangesaboutyourreservation,pleasecontactusassoonaspossible.2)Shouldarrivaltimeisnotstated;reservedroomwillbehelduntil6:00pm.3)Toguaranteeyourbooking,pleaseadviseusyourcreditcardnumberanddateofvalidordepositinadvance.4)Wouldyouliketomakeaguaranteedreservationbycreditcard?5)Ifyoucannotarriveasscheduled,pleaseinformusbefore6:00pm.,1下周二我想订一个双人房间。IdliketobookadoubleroomforTuesdaynextweek2两种房间的价格有什么不同？Whatsthepricedifference？3一间双人房朝阳面的每晚140美元，背阴面的每晚115美元。Adoubleroomwithafrontviewis140dollarspernight，onewitharearviewis115dollarspernight4我想我还是要阳面的吧。IthinkIlltaketheonewithafrontviewthen5您打算住多久？Howlongwillyoubestaying？6我们将在星期天上午离开。WellbeleavingSundaymorning7顺便说一下，如有可能我想要一个不临街的安静房间。Bytheway，Idlikeaquietroomawayfromthestreetiftheispossible8我想订一个带洗澡间的单人房间，10月4日下午到10月10日上午用。Idliketobookasingleroomwithbathfromtheafter-noonofOctober4tothemorningofOctober10,根据汉语提示,口头完成对话A：roomreservation。Goodafternoon。CanIhelpyou?B：yes，IdliketobookasingleroomwithabathfromtheafternoonofOctober4tothemorningofOctober10.A：yes._（我们这几天正好还有合适的房间）B：whatstherate，please?A：_.（现行房价是560元每天）B：_（有哪些配套的服务呢）A：_（560元你可以拥有一台收音机，一台彩电，一部电话并且将一份当地的主要报纸送到你房间）B：thatsoundsnotbadatall.Illtakeit.A：Verygood._（可以告诉我您的姓名吗），sir，pleaseB：yes.itisMooreA：_（怎么拼写），please?B：itsM-O-O-R-EA：_（您的电话号码）B：264-9716.bytheway,（如果可能，我要一个背街的安静的房间）A：_（我们将尽快寄一张预定卡来向您确认）。Welookforwardtoyourvisit.B：thankyou，Goodbye.,R:Goodafternoon,Miss.MayIhelpyou?M:Goodafternoon.(我要在你们饭店订几个房间)Idliketobooksomeroomsinyourhotel.R:Whatkindofroomwouldyoulike?M:（我要订三个标准间和一个家庭套房）Idlike3twinroomsandafamilysuite.R:Whendoyouwanttherooms?M:FromtomorrowtoSunday,threenights.R:Waitamoment,please.IllcheckOh,yes,Miss.Wehaveroomsthesedays.M:Thatsgreat.R:(请问您的姓名？）MayIhaveyourname?M：MaryBrown.R:(请说下你的电话号码好吗？）Wouldyoupleasetellmeyourphonenumber?,M：OKCanyougivemeyouraddress,Miss?M:(北京市海淀区学院路1125号）NO.1125,XueyuanRoad,HaidianDistrict,Beijing.R：(您将在什么时间到达？）Whattimewillyouarrive?M：Around4p.m.R:(您预订了3个标准间和1个家庭套房，住店时间是10月10日到10月12日，3个晚上，对吗？）MissBrown,youhavebooked3twinroomsand1familysuitefor3nightsfromOctober10toOctober12,right?M：Thatsright.R:Thankyou,MissBrown.(我们期待您的光临）Wearelookingforwardtoseeingyou.,putthefollowingintoEnglishorally,您好!希尔顿饭店.有什么可以帮忙的吗?/我能为您做点什么?Hello!HiltonHotel.MayIhelpyou?/whatcanIdoforyou?我想在你们饭店预订客房.Iwanttoreservesomeroomsinyourhotel.请稍候.我把您电话接过去.Pleaseholdon.Iwillputyouthrough.预订部.有什么可以帮忙的吗?Reservation.MayIhelpyou?这是中国国际旅行社。我们想为一个美国旅游团订8个单人间和5个双人间。从9月15日到9月20日。ThisisChinaInternationalTravelService.Wedliketobook8singleroomsand5doubleroomsforanAmericantourgroupfromSeptember15toSeptember20.请稍候.让我查一下.可以预订.Pleasewaitforamoment.Letmecheck.Wehaveroomsavailable.一间房住一夜要多少钱？Whatstheroomratepernight?,单人间是130美元。双从间是150美元。Asingleroomis$130pernight,andadoubleroomis$150pernight.伙食费也包括在内吗？Isthepriceforfoodincluded?伙食费另加。Wechargeextrafeeforfood.儿童享受优惠吗？Isthereanyspecialrateforchildren?是的。12岁以下儿童半价。Childrenunder12arehalfprice.顺便问一下，加床要额外付费吗？Bytheway,doyouchargeextrafeeforadditionalbed.目前我们不提供加床服务。还有什么要求吗？Currentlywedontprovidesuchservice.Doyouhaveanyotherrequirements?没什么了,谢谢.No,thankyou.先生,请问您叫什么名字?Sir,mayIhaveyourname?王平.WangPing.好,谢谢.OK,thanks.,IVTranslation.,1.Sir,whatkindofroomwouldlike?2.Iwanttoreserveapresidentialsuite.3.Inpeakseason,wehaveahighoccupancy.4.Youcanmakereservationbytelephone,faxoremail.Wewillgiveyouareplyinlightofspecificcondition.5.Thefrontofficeisoneofthemostimportantdepartmentsinahotel.6.Wouldyoulikeustoputyouonourwaitinglistandcallyouincasewehaveacancellation.7.Sorry,wearebookedoutforsinglerooms.Wouldyouliketohaveadoubleroom?8.Bytheway,couldIhaveabroaderroom?9.Wearegladtotakeyourreservation.10.Goodbye.Welookforwardtoyourarrival.,练习1A：客房预订。早上好！B：我想要一个不临街的安静房间A：您打算住多久？B：我将在星期二上午离开A：这段时间我们确定有一个房间B：请问房费多少？A：现行房费是800元一天B：这个价格包括哪些服务项目呢？A：提供收音机、彩电、IDD电话以及每天送一份当地的报纸到您房间。B：听起来还不错，这个房间我要了。,练习2A：客房预订。下午好B：下周二我想定一个双人房间。A：好的，先生。您要朝阴面的还是朝阳面的？B：两种房间的价格有什么不同？A：一间朝阳面的每晚860元，背阴面的每晚800元。B：我想我还是要阳面的吧！A：您打算住多久？B：我住两星期A：非常感谢!我们盼望下周二见到您。,Studythefollowingdialoguesbetweenareservationistandaguest,andfindoutthemistakesinthem.Dialogue1R:SeasideHotel.Goodafternoon!G:IdliketobookadoubleroomforTuesdaynextweek.R:Verygood,sir,adoubleroomforTuesdaynextweek.G:Whatstherate？R:Its$35.G:OK.Illhaveit.R:Good-bye.,R:Goodmorning,sir.WhatcanIdoforyou?G:Goodmorning.Idliketopaymybillthismoment.R:OK,Illcallthefloorattendanttochecktheroomtoseeifthereisanydamagetoourequipments.Waitamoment,please.G:Pleasebequick.Ihavetocatchtheplane.R:Sorry,thisisourrule.R:Mr.Black,yourbilltotals650yuan.Howwouldliketopaythebill?G:Butatleastyoushouldletmeknowwhatthefiguresonthebillaccountfor!,答案(1)“R:SeasideHotel.Goodafternoon.”shouldbechangedas:“R:Seaside