Unit-2清华大学旅游英语配套课件

UnitTwoHotelReservation预订客房,UnitObjectives（单元目标）,Afterlearningthisunit,youshouldunderstandwhatandhowtoreserveahotel;masterthebasicwordsandexpressionsabouthotelreservation;getsomeculturalknowledgeabouthotelreservationinformation;findwaystoimproveyourwritingskillsaboutReservationsApplicationForm;befamiliarwithsomefamoushotelsatseaandabroad.,BackgroundKnowledge背景知识,Reservationisnewwidelyadoptedasapromotionmethod,andmeanwhilereservationmakesitpossibleforhotelstobewellpreparedforguestrequirementswhencomingtohumanresource,financeandcarriedgoods.,MethodsforReservation预订的方式,1.TelephoneReservation（电话预订）2.FaxReservation（传真预订）3.Reservationoninternet（网络预订）4.MailReservation（邮件预订）5.OralReservation（口头预订）6.ContractReservation（合约预订）,Leading-in,Formosthotels,ReservationisadepartmentseparatefromtheFrontDesk.Thereservationistisresponsibleforreceivingandprocessingreservationsforaccommodations.Itmaybethefirstcontactthatthehotelcouldmakewiththeguestsanditwillleaveanimportantimpressiononthecustomers.Thinkcarefullyandtrytoanswerthefollowingquestions:Usuallyhowmanytypesofroomsarethereinahotel?Whatdoesareservationcallinclude?,FrontOffice,LOGO,前台，（Frontoffice/FrontDesk），又称为总服务台（总台）或大堂部，为客人提供订房、登记、分房、换房、问讯、电话、订票、留言、行李、退房等一系列服务。,Someinformationaboutroomreservation,Threekindsofreservations1.Simplereservation-thehotelhastherighttocancelthereservationbefore18:00.2.Confirmedreservation-keepituntilthecut-offtime.3.Guaranteedreservation-preparedviacreditcardorwithcontract.,Asareservationclerk，youshouldposses,goodverbalskillsandtypingskillsgoodtimemanagementskillsgoodsupervisoryskillsbasicproblemsolvingskillsanabilitytoresolveguestconflictsYoushouldbereliabledetail-orientedabletoworkflexiblehoursfriendlyandhelpfull,Areservationclerkhasto,handleandprocessreservationrequestsandmaintainreservationrecordskeeparecordofguestsarrivals，timeofcheckin,1engthofstay，andtheirspecialneedsandpreferences1iaisewithotherdepartmentssuchashousekeeping，restaurantsandsecurity,regardingVIPandgroupcheckinsmanagethebookingofrooms,Theprocedureofroomreservation,1.Guestsidentity2.Acceptreservation3.Reservationconfirmation4.Notedownnecessaryinformation5.Welcomingpreparation,Guestsinformation,1.Guestsname2.Contactperson,telephonenumber,companyname,address3.Roomtype,numberofrooms4.Numberofguests5.Nationality6.Date/timeofarrival/departure,lengthofstaying7.Discount/payment8.Checkouttime,Reservation预定,LOGO,1、订房9大要素客人姓名GuestName团队名称NameOfGroup编号Code代订人姓名ContactName联系电话TelephoneNumber单位地址CompanyName所需客房类型RoomType所需客房数量NumberofRooms,背景常识须知,Reservation预定,LOGO,来客人数NumberofGuests国籍Nationality抵/离店日期DateofArrival/Departure抵/离店时间TimeofArrival/Departure入住天数LengthofStaying折扣优惠Discount订房入住当天的保留时间Cut-offTime对宾客预定变更、取消变更的协议AggreementsonReservations,AggreementsandCancellations,2、客房基本种类单人间SingleRoom标准间StandardRoom双人间TwinRoom大床房King-sizeroomQueenRoomDoubleRoom三人间TripleRoom无烟房NoSmokingRoom,普通套房JuniorSuite高级套房SuperiorSuite商务套房BusinessSuite复式套房DuplexSuite连接套房ConnectingRooms豪华套房DeluxeSuite行政套房ExecutiveSuite总统套房PresidentialSuite,Reservation预定,LOGO,背景常识须知,Part2:RoomType1.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,ServiceProcedure,Greettheguest,Askaboutreservationinformation,Checktheroomavailability,Confirmthereservation/refusethereservation,DateofarriveanddepartureRoomtypesNameAddressTelephonenumberPaymentAnyspecialrequest,SkillPoints,Paymoreattentiontousepolitelanguage.InformalEnglishFormalEnglishWhatsyourname?MayIhaveyourname?Doyouwantsometea?Couldyoulikesometea?Overhere,please.Couldyoucomethiswayplease?,II.在正式的英语表现里，疑问基本句型可分为下列四种：1.MayI2.Couldyou3.Wouldyou4.ShallI?,1自己要做什么事时，就使用MayI,MayIhaveyourname,please?请问尊姓大名?MayIhaveyourcheck-outtime,please?请问您什么时候结帐离开？MayIseeyourpassport,please?请让我看一下您的护照好吗？MayIknowyournationality,please?请问您的国籍是什么？,2麻烦客人时，可使用Couldyou,Couldyoufillouttheform,please?请您填写这张表格好吗？Couldyouwritethatdown,please?请您写下来好吗？Couldyoudraftthefax,please?请您写下传真的草稿好吗？Couldyouholdtheline,please?请不要挂电话好吗？,3询问客人的喜好或是做什么时，可使用Wouldyou,Wouldyouliketeaorcoffee?请问您要喝茶还是咖啡？Wouldyouliketotakeataxi?请问您要搭计程车吗？Wouldyoumindsittinghere?请问您介意坐在这里吗？,*只要在疑问词后加“Wouldyou”，就可以提出大部分的询问。,Whattimewouldyouliketoeat?请问您想何时用餐？Whowouldyouliketocontact?请问您想和谁联络？Whichkindofroomwouldyouprefer?请问您喜欢哪一种房间？Howwouldyouliketosettleyourbill?请问您的账单如何处理？Howlongwouldyouliketostay?请问您要逗留多久？Howmanyticketswouldyouliketobuy?请问您要买几张票？,4在提供建议协助、征求意见时，可使用ShallI或Wouldyoulikemetodo?,ShallIdrawthecurtains?请问需要我把窗帘拉上吗？ShallIdrawyouamap?请问要我为您画一张地图吗？ShallImakethereservationforyou?请问要我为您安排预约吗？,UsefulWordsandExpressions,Whatistherate,please?请问房价多少？Thecurrentrateis$60pernight.现在房价是60美元一天。Whatservicecomewiththat?这个价格包括哪些服务项目呢？Whatdatewouldthatbe?预定在什么时间的？Inwhosenamewasthereservationmade?请问，是用谁的名字预定的？,UsefulWordsandExpressions,Iamsorry,sir.Wearefullybooked.先生，很抱歉。房间已经订满。Idliketocancelareservation.我想取消预定。Wellmakethecancellationforyou.我会为您取消预定。Wetryourbesttobeofservice.尽我们的能力为您效劳。,预定的基本句型,LOGO,1、您好,希尔顿大酒店，可以为您效劳吗？GoodMorning,HiltonHotel,Canihelpyou?2、我想订个房间。Iwouldliketoreservearoom.3、房价是多少钱？Howmuchistheroom?4、您想订在哪一天？Forwhichdate?5、您喜欢哪一种房间呢？Whichkindofroomwouldyouperfer?6、请问您住多久/住几晚？Howmanydays/nights,please?7、请问有多少人？Howmanyguests,please?8、可以告诉我您的姓名吗？MayIknowyourname?,LOGO,9、请问怎么拼写？Howdoyouspellthat?10、可以告诉我您的电话号码吗？MayIhaveyourphonenumber?11、可以告诉我您的信用卡号码吗？MayIhaveyourcreidtcardnumber?12、请别挂断电话好吗？Couldyouholdtheline,please?13、我来查一下是否有空房间。Illcheckifwehavevacancy.14、让您久等了，先生/女士。Thankyouforwaiting,Sir/Madam.15、我们有每晚219元和239元两种标准间。Wehaveatwinat219RMBand239RMBpernight.16、我们期待能为您服务。Welookforwardtoservingyou.,告知房价和付款事项,LOGO,1、单人间每晚219元，外加15%的服务费。Asingleroomis219RMBpernight,wihta15%servicecharge.2、这个价钱包括早餐吗？Doesthepriceincludebreakfast?3、我们需要您先付200元订金/押金。wewillneedanandancedepositof200RMB.4、我们酒店今天又特价。Weofferspecialratestoday.5、单人间可以打8.5折。Forasingleroom,thereisa15%discount.,LOGO,指定的房间没有空缺1、我们没有多余的标准间了。Wehavenostandardroomavailable.2、您介意改为单人间吗？Wouldyoumindasingleinstead?3、很抱歉，我们的客房都被订出去了。Imsorry,butwearefullybooked.,常用句型,如何表示不理解客人的意思1、请客人重复Pardon?或Ibegyourpardon?请您再说一次好吗？Couldyouspeakmoreslowly,please?请您说慢一点好吗？Imafraididontunderstand.很抱歉，我不明白您的意思。2、重复客人的意思，已证实了解无误。Excuseme,Sir.Doyoumean？对不起，先生，您的意思是不是说？,在向客人打招呼时，如果能记住客人的姓名，如“Mr.Black”,而不是笼统的“Sir/Madam”，客人会由于收到格外的关注而感到满足。打招呼时，最好避免用“Hi!”、“Hello!”的用语（因为这样显得过于随便），而用“Goodmorning/afternoon”等比较正式的用语。在客人招呼自己的时候，最常见的回应就是“Mayihelpyou?”在为客人提供了服务之后，不妨再问一句：“还有什么能为您效劳吗？（Anythingelse?或者Anythingelseicandoforyou?）如果客人没有什么其他的要求，还可以说：“我随时愿意为您效劳。”（Iamalwaysatyourservice.）或者是：“如果有什么能为您效劳的，请只管告诉我。”（Iftheresanythingicandoforyou,pleasejustletmeknow.）,LOGO,在和客人分别的时候，可以用下面的句子来表达良好的祝愿：祝您玩得开心！Haveagoodtime!祝您有愉快的一天！Haveagoodday!Goodday!祝您住店愉快！（用于客人入住酒店时）Pleaseenjoyyourday!希望您在酒店住得还满意！（用于客人退宿时）Ihopeyouhaveenjoyedyourstay!祝您一路平安！（用于客人退宿时）Haveasafetrip!,客房报价类型(PracticalEnglishforHotelServicep8）,rackrate基本房价dailyrate常价/普通价tariff价目表extracharge追加房价daycharge白天租用价rateforextrabed加床费hold-roomcharge保留房价timerate钟点房价,客房报价类型(PracticalEnglishforHotelService）,servicecharge服务费specialprice/rate特别房价grouprate团队价packageplanrate小包价discountrate折扣价complimentaryrate免费contractrate合同房价minimumprice最低价,PracticeMaterials实训材料,ListeningDialogue1a.ListentoDialogueOneanddecidewhethereachofthefollowingsentencesistrue(T)orfalse(F).1._F_ThetwopeoplehavehadareservationinXianbeforetheytelephonethehotel.2._T_Theywanttobookatwo-roomsuite.3._F_TheZhengyinhotelhassomesuiteswhentheybooking.4._T_Therateforonedoubleroomis850yuan.5._T_Theywillarriveatthehotelnextweek.,Dialogue1,b.Listentothedialogueandanswerthesequestions.1.Whatsthenameofthehotel?ZhongyinHotel.2.Howabouttheconditionofthedoublerooms?Everyroomhasaprivatebathroom,andeveryroomisequippedwithradio,television,telephoneandminibar.3.Doestherateincludethebreakfast?No.4.Howmanynightsdotheywanttostayinthehotel?Threedays.5.Whatsthedatewilltheyarrive?July15.,Dialogue1,c.Listentothedialogueagainandsupplythemissingwords.1.Thereareseveralhotelsavailable_.2.Canwemakea_reservation_now?3.Justamoment,please.Iwill_checkit_foryou.4.Wedonthaveany_suites_freeatthemoment.5.Everyroomis_equipped_withradio,television,telephoneand_minibar_.,参考译文,A:在西安我们住哪里啊？B:我要找一个好宾馆，那有很多宾馆都不错。A:我们现在能预订吗？B:我想可以。我来试试中银宾馆。您好，中银宾馆吗？那里有没有套房呢？C:请稍等。我给您查查。非常抱歉，现在没有套房，只有双人房间。B:没有单间？C:现在没有。B:那种房间的条件怎么样？C:每间房都有一个独立浴室，房间内都配有收音机、电视、电话和迷你酒吧。B:房费是多少？C:每间850元。B:包括早饭吗?C:不包括。B:好的，我要订两间，我们可以订能够看到街道的房间吗？C:没问题，你们要住几天？B:三天。C:请问您的姓名？B:Johnson小姐，J-O-H-N-S-O-NC:你们什么时候到，Johnson小姐？B:下周，7月15号。C:好的，谢谢，Johnson小姐。B:谢谢。,Dialogue2,a.ListentoDialogueOneanddecidewhethereachofthefollowingsentencesistrue(T)orfalse(F).1.FThemanbookstheroomforhimself.2.TThemanwantsadoubleroomwithabath.3.FAqueen-sizebedislargerthanaking-sizebed.4.TAking-sizebedcostsafewdollarsmorethanaqueen-sizebed.5.FTheratedoesntincludethebreakfast.,Dialogue2,b.Listentothedialogueandanswerthesequestions.1.Howmanypersonsareinhisparty?Two,hiswifeandhim.2.Doesalltheroomsinthishotelhaveprivatebathroom?Yes.3.Whatsthedifferencebetweenaking-sizebedandaqueen-sizebed?Theyarealllargerthanordinarydoublebed,aking-sizebedisevenlargerthanaqueen-sizebed.4.Whatstherateforaroomwithaqueen-sizebedforonenight?$160.5.Isthereadiscountforthisroom?Yes,a10%discount.,Dialogue2,c.Listentothedialogueagainandsupplythemissingwords.1.Howmanypersonsareinyour_party_?2.Wecanhaveonewith_either_aqueen-size_or_aking-sizebed.3.Aqueen-sizebedislargethanthe_ordinary_doublebed4.It_dependson_whichyoupreferoraremostcomfortablein.5._Bytheway_,whatservicescomewiththatprice?,Reading,PassageOneFutureSingaporeHotel,FutureSingaporeHotel,a.AnswerthefollowingquestionsaccordingtothePassage.1.WhydidmanyhotelsinSingaporestopexpandingatthattimeaccordingtothepassage?Becausetherewasaeconomiccrisisatthattime.2.WhenwouldPhoenixmakeprofitsfromthenewinvestment?Itcouldmakeprofitsinthenearfuture.3.Whatwastheuseofthethreefreedfloors?Twoforsuperdeluxeroomsandoneforexecutivefloor.4.Whatkindsoflanguagecanbeusedinthesuperdeluxerooms?English,MandarinandJapanese.5.HowfaristhelargestgymfromPhoenix?Onlytwoblocksawayfromthehotel.,FutureSingaporeHotel,b.Chooseanappropriatewordorphrasetofillineachblanktomakeeachsentencemeaningful,andchangeitsformwherenecessary.1.Tom_wasresolutein_swimmingacrosstheEnglishChannel.2.Thepriceofthemostgoods_godown_inthatcountry.3.Manycollagestudents_see_higherlearning_as_anewstartingpoint.4.The_trend_atpresentistowardsanecologicaltourism.5.Themeetingwillbeheldinthe_multimedia_roomofthehotel.6.Theoldbank-notesarebeingtakenoutof_circulation_7.Insomeareas,thetourismresourcesare_declining_.8.Thecountryhasbeeninaverypooreconomicstateeversincetheeconomiccrisis_.9.Hiseconomicpoliciespavedthewayforindustrialexpansion.10.Thefirmhasmadeahuge_investmentinnewplant.,c.TranslatethefollowingsentencesintoEnglishwithwordsorphrasesgiveninthebrackets.1.饭店不顾经济衰退的大趋势，仍然在加大投资，扩大规模。（trend）Thehotelisinvestingmoremoneytoexpanditself,payingnoattentiontothetrendofeconomicdecline.2机场建成后，8年可以收回投资成本，从第9年就可以盈利。（reapthebenefits）Aftertheairporthasbeenbuilt,theinvestmentcanberecoupedwithin8yearsandfromthe9thyeartheycanreapthebenefitsfromtheinvestment.3.去年，新加坡酒店的平均价格下降了6%，但入住率却上升了2.4%。(godown)Lastyear,thehotelratesinSingaporewentdownby6%,whiletheoccupancyratewentupby2.4%.4.在大约两英里以东的地方，地面开始向河岸下倾。(decline)Abouttwomileseast,thelandbeginstodeclinetowardstheriver.5.这是一家使用非常现代化系统的先进酒店。(progressive)Thisisaprogressivehotelthatusesthemostmodernsystems.,FutureSingaporeHotel,Reading,PassageTwoTheProfileofHilton,TheProfileofHilton,a.AnswerthefollowingquestionsaccordingtothePassage.1.WhendidHiltonopenhisfirsthotel?1919.HowmanyhotelsdoesHiltonHotelsCorporationincludeinNorthAmerican?2,300.Intodayshotelindustry,whoarethewinners?Thewinnersarethosewiththebestbrandsthatofferthemostattractivemarketingprogram.Whatkindsofnewbrandsdidthecorporationestablishin1999?Doubletree,EmbassySuitesHotel,HamptonInnandHamptonInn&SuitesandHomewoodSuitesbyHilton.Whereistheheadquraterofthejointventure?Brussels,Belgium.,TheProfileofHilton,b.Chooseanappropriatewordorphrasetofillineachblanktomakeeachsentencemeaningful,andchangeitsformwherenecessary.1.Shealsolearnedakindofalphabetfortheblind,inwhichdifferentfingerpositionsstandfordifferentlettersofthealphabet.2.Inadditiontogivingageneralintroductiontocomputer,thecoursealsoprovidespracticalexperience.3.WeshouldgetathoroughunderstandingabouttheculturaldiversityoftheUnitedStates.4.WillyoubeabletoglanceovermyreportbeforeIsendittothecommittee?5.Itcanalsorefertoaconflictordisagreement,ofteninvolvingviolence.6.Thesourceofouroutsidefinancingisjointventure,compensationtradeandbankloan,etc.7.Hissecondnovelestablishedhisfameasawriter.8.Therewasahappychimeofbeliefandpracticeineverythingshesaid.9.Thecompanyistorelocateitsheadquarters_intheMidlands.10.Thefamilypossesseddocumentsthatprovedtheirrighttoownership_.,TheProfileofHilton,c.TranslatethefollowingsentencesintoEnglishwithwordsorphrasesgiveninthebrackets.1.我觉得旅游这个主意很吸引人。(attractive)Ifindtheideaoftravelveryattractive.2.希尔顿酒店在质量和服务方面赢得了很好的声誉。(reputation)HiltonHotelhaswonagoodreputationforqualityandservice.3.在竞争激烈的酒店行业中，希尔顿一直处于领先地位。(competitive,industry)HiltonHotelhasbeenaleaderincompetitivehotelindustry.4.可口可乐是一个享誉全球的知名品牌。（brand）CocaColaisabrandthatbewell-knownallovertheworld.5.她到此准备长住一段时