Oral-English-BookingPPT课件.pptx

EnglishTrainingforReservation英语培训之预订篇 Presenter EmilyZengEmail 359178762 2020 3 25 1 Content培训目录 2020 3 25 2 Callstothereservationscentreorhoteloperatorwereansweredwithinthreerings 打进预订中心或打给酒店总机的电话应在电话铃响三声内接听 Ring r n 戒指 铃声 SOPforTelephoneReservation 2020 3 25 3 Theteammemberansweredthephonewithasmileinhis hervoice 员工要以愉悦的声音接听电话 Voice v s n 声音 嗓音 发言权 愿望 SOPforTelephoneReservation 2020 3 25 4 Callerwasnotkeptonholdforlongerthan15secondsatatime orcall backwasofferedanddeliveredwithin3minutes 每次让客人等候的时间不得超过15秒 或者告知客人在3分钟内电话回复 SOPforTelephoneReservation 2020 3 25 5 Duringtheentireconversationtheteammemberwasfriendlyandspirited 在整个通话期间 员工必须保持友好态度且精神饱满 sp r t n 精神 心灵 情绪 志气 烈酒vt 鼓励 鼓舞 诱拐 SOPforTelephoneReservation Conversation k nv se n n 交谈 会话 2020 3 25 6 Theteammemberwasconfidentinmanner 员工应以自信的语气接听电话 Confident k nf d nt adj 自信的 确信的 SOPforTelephoneReservation 2020 3 25 7 Theteammembermadeanefforttoengageinconversation 员工应努力与客人维持融洽的沟通 Effort ef t n 努力 成就 SOPforTelephoneReservation 2020 3 25 8 Theteammembersoundedcalmandorganised givingunhurriedimpression 员工语气平静 说话有条理 从容不迫 SOPforTelephoneReservation 2020 3 25 9 Theteammembertakingthecall reservationmustidentifyfirstthehotelandthenhimself herselfbyname followedbyawarmandfriendlyofferofservice e g WelcometoRoyalTulipXingchenChengdu thisisWill howmayIassistyou 接听电话和受理预订的员工必须首先主动报上酒店的名称 再报上自己的名字 然后使用热情友好的问候语 SOPforTelephoneReservation Identify a dent fa vt 确定 鉴定 2020 3 25 10 Theteammemberaskedforanemailaddress 员工向客人询问邮箱地址 SOPforTelephoneReservation 2020 3 25 11 Theteammembermustbewellinformedaboutthehotelanditsfacilities aswellasthearea suchasongoingeventsandpointsofinterest 员工必须对酒店充分了解 熟悉酒店的设施以及周边环境 酒店正在开展的活动和附近的旅游景点等 SOPforTelephoneReservation Facility f s l ti n 设施 设备 2020 3 25 12 TheGuarantee Cancellationpolicywasexplainedverbally 员工应口头解释酒店的预订担保 取消政策 Guarantee g r n ti n 保证 担保 SOPforTelephoneReservation 2020 3 25 13 Theteammembermustconfirmreservationforaccuracyandissueareservationnumbertotheguest 员工必须向客人确认预订信息并提供预订单号 Accuracy kj r s n 精确度 准确性 SOPforTelephoneReservation 2020 3 25 14 Theteammemberenquiredastothereasonforthevisitandofferedspecificassistancerelatedtothatreason 员工应询问入住原因并提供相关帮助 Enquire n kwa vt 询问 打听 SOPforTelephoneReservation 2020 3 25 15 Roomwasdescribedincolourfulwaytopresentclearpictureofroom 员工能形象而清晰地描述客房 SOPforTelephoneReservation 2020 3 25 16 Propertyandroombenefitsandfeaturesweredescribed 员工能描述客房的配套优惠和特点 Property pr p t n 性质 性能 财产 所有权 SOPforTelephoneReservation 2020 3 25 17 Theteammembertriedtoupselltonextroomtype 员工能向客人推销上一级房型 SOPforTelephoneReservation 2020 3 25 18 Smokingornon smokingroomwasoffered 员工向客人询问需要吸烟房还是无烟房 SOPforTelephoneReservation 2020 3 25 19 Arrival departuredate spellingofnamewasconfirmed 员工向客人确认到店和离店的日期 确认客人名字的拼写 SOPforTelephoneReservation 2020 3 25 20 Specialinformationwasnoted allergies preferences 员工询问客人特殊需求 如过敏情况 对客房设施的喜好 Allergy l d n 过敏症 SOPforTelephoneReservation 2020 3 25 21 Theteammemberofferedtomakereservationsforrestaurant SPA 员工询问客人是否需要预订酒店餐饮或SPA设施 SOPforTelephoneReservation 2020 3 25 22 Estimatedtimeofarrivalwasnoted 员工询问客人预计到达时间 Estimate est me t vt 估计 估量 SOPforTelephoneReservation 2020 3 25 23 Theteammemberinformedguestofcheckinandouttime 员工向客人介绍酒店入住和退房时间政策 SOPforTelephoneReservation 2020 3 25 24 Theteammemberusedtheguest snameatleastonceduringthereservationcall 员工应在电话中应称呼客人的名字 至少一次 SOPforTelephoneReservation 2020 3 25 25 Theteammemberpersonalizedtheserviceinteraction 员工在与客人互动时应提供个性化服务 Personalize p s n la z vt 使个性化 SOPforTelephoneReservation 2020 3 25 26 Theteammembermadeextraefforttoexceedmyneeds 员工通过额外努力让客人获得超乎预期的满意 SOPforTelephoneReservation 2020 3 25 27 Theteammemberthanksforthecoming 员工应对客人入住表示感谢 SOPforTelephoneReservation 2020 3 25 28 3messagesmustbeconfirmed Arrival departuredateRoomtypeQuantity 2020 3 25 29 sentences Haveyoumadeareservation sir Letmeseeifthereisaroomavailable Wegive20 discountforopenningperiod MayIreconfirmyourdeparturedate 2020 3 25 30 Dialogue GSA Goodmorning Roomreservations howmayIassistyou GUEST Yes I dliketoreservearoom GSA Thankyou sir Forwhichdateandhowmanypersonwilltherebeinyourparty GUEST FromApril 16thto20th Justmywifeandmyself GSA FromApril 16thto20th Andwhichkindofroomwouldyouprefer sir 2020 3 25 31 Dialogue GUEST Atwin please GSA Couldyouholdthelineplease Iwillcheckourroomavailability Thankyouforwaitingsir WehaveatwinroomatRMB688pernight Wouldthatbeallright GUEST Ok I lltakeit GSA Thankyou sir MayIhaveyournameandphonenumber please 2020 3 25 32 GUEST Sure mynameisAronJohnson MyphonenumberiGSA Mr AronJohnson PhonenumberiExcuseme howdoyouspellyourfirstname GUEST It sA r o n GSA A r o n ThankyouMr Johnson MayIknowyourarrivaltimeonApril 16th 2020 3 25 33 GUEST Around9pm GSA Mr Johnson Fortheunguaranteedreservation wecanonlyholdtheroomby6pm Becauseitisthepeakseasonnow Ifyoumaketheguaranteedreservation wecanholdtheroomovernight Wouldyouliketomakeaguaranteedreservationbycreditcard GUEST Fine doyouacceptAmericanexpress 2020 3 25 34 GSA Yes mayIknowthenumber GUEST It s1234567GSA ThankyouMr Johnson You vemadeguaranteedreservationinRoyalTulipChengdu FromApril 16thto20thforfivenights Ifyoucan tarriveatscheduled Pleaseinformusbefore6pmonApril 15th Thankyouforcalling Andwelookforwardtoservingyou 2020 3 25 35 1 预定基本应对 1 Doyouhaveonesingleroomfortwonights 我想订2个晚上的单人房一间行吗 2 Roomreservations howmayIassistyou Reservations howmayIassistyou 客房预订部可以为你效劳吗 3 I dliketoreservearoom 我想订个房间 4 Howmanynightsdoyouwishtostay 您希望住几晚 2020 3 25 36 5 Howmuchistheroom 房租是多少钱 6 Whichdatewillthatbe 要订在什么时候 7 Howmanyguestswilltherebeinyourparty 您一行有多少人 8 MayIknowyourname MayIknowyourphonenumber MayIknowyouremail 能告诉我您的姓名电话和电子邮件吗 2020 3 25 37 9 Howdoyouspellthat 请问怎么拼写 10 Couldyouholdthelineplease Iwillcheckourroomavailability 请别挂断好吗 我来查一下是否有空房间 11 Thankyouforwaiting sir Thankyouforwaiting madam 让您久等了先生让您久等了女士 2020 3 25 38 12 Iwillarrivelatebutpleasekeepmyreservation 我会晚一点到达 请保留我预定的房间 13 Wouldyouliketomakeaguaranteedreservationbycreditcard 您愿意用信用卡来担保预定吗 14 I dliketoconfirmyourreservation 我想再确认一下您的预定 2020 3 25 39 2 海外预定1 MayIhaveyourairlineandflightnumber please 请告诉我您搭乘的航空公司和班机号码号码 2 Weoffertransportationtoandfromtheairportwithacharge 我们提供机场送迎服务 4 Doyouknowyourarrivaltimeattheairport sir 您知道您抵达机场的时间吗 5 Doyoumeanlocaltime 您指的是当地时间吗 2020 3 25 40 6 WherecanwecontactyouinChengdu 在成都我们可以经由哪个单位和您联络 7 careof company Thephonenumberis 可以经由某某公司取得联络 他们的电话号码是8 Welookforwardtoservingyou Haveasafetrip 我们期待为您服务 祝您旅途平安 2020 3 25 41 3 对房间和床具的偏好1 Whatkindofroomwouldyouprefer 你想要什么样的房间2 I dliketoreservearoomwiththeseaview mountainview 我想订一间看得到海 山的房间3 I dlikearoomwithaverylargebed I dlikearoomwithaverylargebalcony 我想要一间有大床的房间 我想要一间有阳台的房间4 Certainly sir Wewillbookyouintoaroomwiththequeensizebed thekingsizebed 好的先生 我们会为您登记一间有大号床的房间 特大号床的房间 2020 3 25 42 4 房价和付款事项1 AsingleroomisXXXCNYdollarspernightwithtenpercenttaxandtenpercentservicecharge 单人房每晚XXXCNY外加15 的服务费 2 WehaveadoubleatXXXCNYandXXXCNYavailable Whichonewouldyouprefer 我们有价格在XXX到XXX的大床间 您喜欢哪一种呢 2020 3 25 43 3 Doesthepriceincludebreakfast 这个价钱包括早餐吗 4 I mafraidwehavenocreditarrangementwithyourcompany Wewillneedanadvancepassbybankdriveorincashbeforethereservationdate 恐怕我们和贵公司没有信用贷款的协定 您得在预定日期之前预先送来银行汇票或现金作为定金 2020 3 25 44 5 Weofferspecialrangeforyourcompany sir Forasingleroomthereis15 discount 我们酒店为贵公司提供特价先生 单人房可以打8 5折6 Shallwechargethistoyourcompany 我们是向贵公司收费吗 7 Whichdepartmentofyourcompanyshouldbillbemadeoutto 我们应该将账单送到贵公司的哪个部门 8 Doyouacceptcreditcard doyouaccepttraveller scheck 你们酒店接受信用卡吗你们酒店接受旅行支票吗 2020 3 25 45 5 指定的房间没空缺或酒店客满1 I mafraidwehavenotwinroomavailablebutwecanofferyouakingroom 我们恐怕没有多余的双床间了 但是我们可以给您提供一个大床间 2 I mafraidwehavenoswatheavailable Wouldyoumindatwininstead 我们恐怕没有多余的套间了 你建议改定双床间吗 3 I msorrybutwearefullybookedthosedaysasitisthepeakseason 很抱歉因为是旺季 那段时间的客房都被订光了 4 Isitpossibleforyoutochangeyourreservationdate 您可不可以改变预定日期呢 2020 3 25 46 5 Thisisthepeakseason I msosorrybutcouldyoucallthislateragainthisweekendwemayhavesomecancellation