酒店英语 unit 1

RoomReservation,Unit1,高职高专旅游与酒店管理类课程规划教材,实用酒店英语（第二版）,RoomReservation客房预订,Howtoreceiveroomreservations怎样接待客房预订Howtoconfirmroomreservations怎样确定客房预订Howtomakeaphonecallforroomreservations怎样电话客房预订,AimsofStudying,Content,Dialogues,UsefulDrills,Tips,Exercises,Dialogues,无论在中国还是西方国家,人员出差或出访,常常需要事先预订酒店一般的预订方式有电话预订传真预订网上预订柜台预订等如遇节假日或特殊会议期间,酒店房源普遍紧张,应尽早预订预订酒店过程主要包括以下内容:(1)请求预订并说明原因;(2)请对方答复并进行确认通常预订后都要进行确认回复,说明是否满足预订要求,如果不能满足要说明原因,一基本常识,Dialogues,客人姓名GuestName登记编号Code联系电话TelephoneNumber联系地址Address入住人数NumberofGuests入住时间OccupationTime,二预订登记要素,客户基本信息,客户要求,房间种类RoomType房间数量RoomNumber价格标准Price折扣优惠Discount房间要求RoomDemand房间布置Decorations,Dialogues,J:TiantianHotel.RoomReservations.Goodafternoon.S:IdliketobookasingleroomforWednesdaynextweek.J:Thatsfine,sir.AsingleroomforWednesday,May9th,withafrontvieworrearview?S:Whatsthepricedifference?J:AsingleroomwithafrontviewisRMB380pernight,onewitharearviewisRMB330pernight.S:IthinkIlltaketheonewithafrontviewthen.J:Howlongwillyoubestaying?S:IllbeleavingSaturdaymorning.,ReceivingReservations接待预订,J=Jane(Receptionist)S=StephenNobel(Guest),Dialogues,J:Thatwillbethreenights,sir.Andyournameplease?S:ItsStephen.S-t-e-p-h-e-n.J:Thankyouverymuch.Whattimedoyouexpecttoarrive,sir?S:Oh,around3p.m.Isuppose.J:Idliketoconfirmyourreservation.AsingleroomwithafrontviewatRMB380pernightforthreenightsfromWednesday,May9thtoSaturday,May12th.MynameisJaneandwelookforwardtoseeingyounextWednesday.S:Good.Thathasbeensettledthen.Good-bye.J:Good-bye.,Dialogues,J=Jane(Receptionist)S=StephenNobel(Guest)J:下午好,天天酒店房间订房处S:我想预订一间下周三的单人房J:好的,先生一间下周三的单人房,5月9日,您要临街的房间还是不临街的呢?S:价钱有什么不一样吗?J:临街的单人房每天是人民币380元,不临街的单人房每天是人民币330元S:那我要一间临街的单人房吧J:您打算在这里住多长时间呢?S:我将在星期六早上离店J:先生,那应该是三个晚上,请告诉我您的名字,接待预订,S:我叫Stephen.S-t-e-p-h-e-n.J:谢谢您您什么时间会入住呢?S:我想大约是下午三点钟吧J:我想再一次确定一下您的预订您要预订一间时间从5月9日星期三到5月12日星期六共三个晚上,价钱为人民币每晚380元的临街单人间我的名字是简,我们期待下个星期三见到您光临S:好的,一切都办妥了,再见J:再见,Dialogues,J:Goodafternoon.WelcometoTiantianHotel,MayIhelpyou?S:Iwantadoubleroomwithabath.Howmuchadaydoyoucharge?J:ItisonehundredandfiftyYuanadayincludingheatingfeebutexcludingservicecharge.S:Itsquitereasonable.J:Howlongdoyouintendtostayinthishotel?S:Forthreenights.,ReservationsforaFriend代朋友预订,J=Jane(Receptionist)S=StephenNobel(Guest),Dialogues,J:MayIseeyourpassport,please?S:Oh,yes,Imgoingtofillintheregistrationformrightnow.CanIbookasingleroomformyfriendashewillarriveinBeijingtomorrowmorning?J:Sure.Hereistheformforreservations.WouldyoumindfillinginthisformandpayingonehundredYuaninadvanceforhim?S:Allright.HereisonehundredYuan.J:Thankyou.Hereisareceiptforpayinginadvance.Pleasekeepit.,Dialogues,J:下午好,欢迎光临天天酒店我能为您做些什么?S:我想订一间带有浴室的双人房请问你们每天的房价是多少呢?J:每天是人民币150元,包括取暖费,但不包括服务费S:这个价钱很合理J:您打算在我们酒店住多长时间呢?S:三个晚上J:我可以看一下您的护照吗?S:哦,可以,我现在就填写登记表我朋友明天早上就会到达北京,我可以代他预订一间单人房吗?J:当然可以这是预订登记表您是否介意帮您的朋友填写这个表格,并且先垫付人民币100元呢?S:好的,这是垫付的100元J:谢谢这是您垫付金额的收据,请保存好,代朋友预订,J=Jane(Housekeeper)S=StephenNobel(Guest),Dialogues,J:RoomReservations.Goodmorning.MayIhelpyou?S:Yes,IhavesomefriendscomingtoChinaandtheywantmetobookthematripleroomforOctober9th.J:Justaminute,please.Imsorry,sir.Werefullybookeduponthatdate.S:Oh,thatstoobad.J:Imsorry,wereratherfullatthemoment.CanIrecommendyoutoanotherhotel?S:Yes,thanks.J:OK.IwouldsuggestthatyoutrytheTiandiGrandHotel.,WeAreFullyBooked客房已满,J=Jane(Receptionist)S=StephenNobel(Guest),Dialogues,S:DoyoumindtellingmewhatTiandiGrandHotelislike?J:Well.Itisoneofthebiggesthotelsinthiscity.Itisratedasafour-starhotel.Itisascomfortableasours.Anditisalsoasconvenientasours.Furthermore,youcangoshoppingnearthehotel.S:Thankyou.ItisverykindofyouJ:Itsourpleasure.S:AndcanyoutellmethephonenumberofTiandiGrandHotel?J:Ofcourse.ThephonenumberofTiandiGrandHoteliS:Ireallyappreciateyourhelp.Seeyou.J:Youarewelcome.Thankyouforyourcalling.Seeyou.,Dialogues,J=Jane(Receptionist)S=StephenNobel(Guest)J:早上好,订房部我能为您做些什么呢?S:我有几个朋友要来中国,他们想让我帮忙预订一间10月9日的三人房J:请稍等一下先生,很不好意思那天的客房都已经预订满了S:哦,那太糟糕了J:真的很抱歉我们那个时间客房都预订满了我可以为您推荐另一家酒店吗?S:好的,谢谢了J:我想给您推荐天地大酒店S:您能告诉我天地大酒店的情况吗?,客房已满,J:好的它是我们城市里最大的酒店之一它被评为四星级的酒店它和我们酒店一样舒适还有,和我们酒店一样交通很便利而且,您还可以在酒店附近进行购物S:谢谢你了你真的太好了J:不用客气的S:你可以告诉我天地大酒店的电话号码吗?J:当然可以的,天地大酒店的电话号码:我真的很感谢您的帮助再见J:不用谢谢谢您的来电再见,Dialogues,单人房,asingleroom,背面,rearview,期待,lookforwardto,排除,excludev.,推荐,recommendv.,而且,此外,furthermoread.,正面,frontview,确认,confirmv.,解决,settlev.,三人房,atripleroom,方便的,convenienta.,感激,appreciatev.,UsefulDrills,(注:表示此话为客户所说),早上好我是订房部的Jane有什么可以帮到您的吗?,Goodmorning.Reservations.Janespeaking.CanIhelpyou?,下午好欢迎光临天天酒店!有何吩咐呢?,Goodafternoon.WelcometoTiantianHotel,MayIhelpyou?,我想要订一间下周三入住的单人房,IdliketobookasingleroomforWednesdaynextweek.,我想为我朋友预订一间双人房,Idliketobookadoubleroomformyfriend.,UsefulDrills,您打算住多久呢?,Howlongwillyouplantostay?,您打算住多久呢?,Howlongwillyoubestaying?,请问您是哪位?,MayIknowwhoImtalkingwith?(Makingaphone),请问您要哪种房型?,Whattypeofroomdoyourequire?,请问您要订多少间房呢?,Howmanyroomswillyourequire?,请问您的名字/电话号码?,MayIhaveyourname/telephonenumber,please?,如何与您联系呢?,MayIhavethewaytocontactwithyou?,请问要以谁的名义来订呢?,Whoisthebookingfor?,UsefulDrills,一间双人房要多少钱呢?,Howmuchdoesadoubleroomcost?,每天收费多少?,Howmuchadaydoyoucharge?,有优惠/折扣吗?,CanIgetadiscount?,每天380元,送早餐,RMB380pernight,withbreakfast.,我们有标准/豪华双人房,每天每间350元,Wecandoastandard/deluxedoubleroomforRMB350pernight.,双人对床房,每间每天600元,WechargeRMB600foradeluxetwinpernight.,如果起订5间房,房价可以享受20%的优惠,Theprice/rateforaminimumof5roomsis20percentoff.,对不起,我们不提供折扣,Imsorry,thereisnodiscount.,儿童可以减价,Theresareductionforchildren.,我们已经将价格降至最低限度了,Wehavealreadycutthepriceveryfine.,UsefulDrills,我可以看看您的护照吗?,MayIseeyourpassport,please?,请您填写这张登记表好吗?,Wouldyoupleasecompletethisregistrationform?,你有身份证吗?,Haveyougotanyidentification?,对不起,我们酒店那一天的客房全部订满了,Imafraidourhotelisfullybookedonthatdate.,您要的那一日房间已经确认了我们期待为您服务,Yourroomisconfirmedforthatday.Welookforwardtoservingyou.,很抱歉,我们没有空房,Imsorry,butwerebookedup.,对不起,我们现在没有空房,Imsorry,butwehavenovacanciesatthemoment.,很抱歉,所有的客房都已经订满了,Imsorry,butallroomsaretaken.,Tips,在正式的英语表达里,疑问基本句型可分为下列四种:MayI.?Couldyou.?Wouldyou.?ShallI.?,只要理解这四种基本的句型,就可以处理大部分业务上的状况,1)服务员自己要做什么事时,就使用MayI.?,请问尊姓大名?,MayIhaveyourname,please?,请问您的国籍是哪里?,MayIknowyournationality,please?,请让我看一下您的护照好吗?,MayIseeyourpassport,please?,请问您什么时候结账离开?,MayIhaveyourcheckouttime,please?,Tips,4)在提供建议协助征求意见时,可使用ShallI.?或Wouldyoulikemetodo.?,请您填写这张表格好吗?,Couldyoufillouttheform,please?,请您写下来好吗?,Couldyouwritethatdown,please?,请不要挂电话好吗?,Couldyouholdtheline,please?,2)麻烦客人时,可使用Couldyou.?,3)询问客人的喜好或是做什么时,可使用Wouldyou.?,请问您要订一间双人房吗?,Wouldyouliketobookadoubleroom?,请问您要喝茶还是咖啡?,Wouldyouliketeaorcoffee?,请问您介意坐在这里吗?,Wouldyoumindsittinghere?,请问要我为您安排预约吗?,ShallImakethereservationforyou?,请问要我为您画一张地图吗?,ShallIdrawyouamap?,Tips,按房间的床位数量与大小来分,可以分为以下类型:,Tips,按房内装修程度来分,可以分为以下类型:,Tips,一星宾馆,one-star(economy)hotel,二星宾馆,two-star(somecomfort)hotel,三星宾馆,three-star(average)hotel,四星宾馆,four-star(highcomfort)hotel,五星宾馆,five-star(deluxe)hotel,Tips,接待有保证的客房预订(ReceivingaGuaranteedReservation)是通过以下方式来完成的:1)预收款(Prepayment)保证预订:客人提前支付足额房费2)信用卡(CreditCard)保证预订:记下客人的信用卡号码,如果客人没有按预订要求来酒店使用客房,酒店可以向持卡人收取费用这是一种最常见的预订方式3)押金(AdvancedDeposit)保证预订:客人提前支付一天的房费4)合同/协议(ContractorAgreement)保证预订:酒店与公司有协议在先,无论公司预订客房是否被使用,房费由公司承担,Exercises,J=Jane(Receptionist)S=StephenNobel(Guest),J:(早上好,我是订房部的简,有什么可以帮到你吗?)S:ThisisStephenNobelcallingfromAmerica.(我想要订一间房)J:(好的,诺贝尔先生您打算住多久呢?)S:Fournights,please.J:(你要订哪天的房呢?)S:FromAugust10thto13th.,Goodmorning.Reservation.Janespeaking.CanIhelpyou?,_,Idliketoreserve/bookaroom.,_,Yes,Mr.Nobel.Howlongwillyoubestayinginthishotel?,_,Forwhen?,_,Exercises,J:Forfournights.(您打算要哪种房型,)Mr.Nobel?S:Idliketobookadoubleroomformyselfandmywife.Whatstherate?J:(标准双人间每天320元,豪华双人间每天360元)(您要哪一种?)S:Illtakeastandarddoubleroom.Itisabout40USdollarspernight,isntit?J:Yes,Mr.Nobel,astandarddoubleroom,(时间是从八月10日至13日)AmIcorrect?S:Yes,youareright.,Whatkindofroomwouldyoulike,_,ItsRMB320forastandarddoubleandRMB360foradeluxedouble.,_,Whichonedoyoulike?,_,fromAugustthe10thtoAugust13th.,_,Exercises,J:你们几点钟到酒店呢?S:大约下午5点J:Yes,Mr.Nobel.Wewillpickyouupattheairport.(我们要怎样联系你呢?)S:YoucancallmyfriendsnumberHewillalsogreetmeattheairportthatday.Soyoucanfindme.J:(感谢您的来电,)Mr.Nobel.(期待您的光临)Goodbye.S:Thatsfine.Thankyou.Goodbye.,Whattimewillyoubearriving?,_,Around5p.m.,_,Howcanwecontactyou?,_,Thankyouforcalling,_,Wearelookingforwardtoyourcoming.,_,Exercises,1.假设你是北京天天酒店的预订员简接到了一位客户从大连打来的电话,他将一个人驾车来北京休闲旅游(leisuretravel),要预订一间豪华单人间,并先用信用卡保证预订(creditcardguaranteedreservation)请你和你的同学模拟对话中的角色,准备对话,然后在班上进行口头表演,Exercises,2.假如你是一家电器公司的经理,你们公司打算在12月22日在北京举办庆祝公司成立十周年的会议,会后打算下榻北京天天酒店,先致电天天酒店预订部,要求订50间标准双人房,10间豪华双人房,2间套房,时间从12月22日至25日,共4天请你和你的同学模拟对话中的角色,准备对话,然后在班上进行口头表演,Exercises,J=Jane(Receptionist)S=StephenNobel(Guest),J:RoomReservation.CanIhelpyou?S:Yes,IamcallingfromDalianCity.IwillmakealeisuretraveltoBeijingnextweek.SoIwanttobookaroomatyourhotel.J:Thatswonderful.Forwhichdate,please?S:FromSeptember9th.J:Forhowmanynights?S:Fortwonights.J:Howmanyguestswilltherebeinyourparty?S:Justmywifeandmyself.J:Whatkindofroomwouldyouprefer?Asingleoradouble?S:Asingle,please.J:Couldyouholdtheline,please.IllcheckthelistThankyouforwaiting,sir.WehaveasingleroomatRMB150andanotheratRMB180.Whichonewouldyouprefer?S:IdliketotaketheRMB180.,Exercises,J=Jane(Receptionist)S=StephenNobel(Guest),J:Doyouwishtoguaranteetheroom?S:Yes,Ineedto.J:Willthatbeyourcreditcardorwillyoupayinadvance?S:Mycreditcard,please.J:MayIknowthetypeofcardandthenumber?S:Yes,itsVisa.Thecardnumberis4635111033345566,expirationdateisD