酒店情景英语 1.1 Reservation.

1、 Front desk How can I make reservations? reservation face to face 柜台预定柜台预定 Telephone (电话预定电话预定) Internet （网络订房）（网络订房） Fax （传真订房）（传真订房） e-mail (邮件预定邮件预定) Warming-up Watch a video and discuss: what are the key points in reservation? 客人/代订人/团体姓名 Guest Name 联系电话 Telephone Number 所需客房类型 Room Type 价格或折扣 P

2、rice / Discount 所需客房数量 Number of Rooms 抵/离店日期&时间 Arrival Date/Departure Date 入住天数 Length of Staying 订房入住当天的保留时间 Cut-off Time 订房订房8大要素大要素 单人间双人间 roomroom 套房 总统套房 suite 三人间 room 大床房 room Deluxe suite 豪华套间 Business suite 商务套间 Economy room 经济套间 sea view./mountain view room 海景房/山景房 Beach villa /water vil

3、la沙屋 /水屋 Extra bed 加床 Face to the south / with a front view朝阳 With bath /shower 带浴室/淋浴 Service Procedure服务流程 1. Greet the guest Hello Sir/Madam, XXX hotel. May I help you? 2. Taking a reservation What type of room do you need/prefer? And how many person will there be in your party? 3. Referring to d

4、ates and times For what dates? How many nights do you wish to stay? 4. Accepting or refusing the booking. Let me see if there is a room available. Well. We have. Its all right for (date )but not (date ) We dont have any (room type), would you mind having (room type) I am sorry, we are fully booked o

5、n those days. Would you change your reservation date? 5.Stating the price Itsper night. (we will give you off). 6. Asking guests information. May I have your name and your telephone number? How do you spell your last name? 7. confirm the details I would like to confirm your reservation. Mr./Ms. XXX,

6、 you have booked/reserved room fromto, the price is and your telephone number is. Is that right? 8.Thank the Guest nThank you, we looking forward to seeing you. Dialogue C：Clerk 职员 J：Jack 杰克 C: Good morning. May I help you? J: Yes, Id like to reserve a room for three days, please. C: For which date?

7、 J: From September 15th to 18th. C: Which kind of room would you like, a double or a single? J: A single, please. C: May I have your name and phone number? J: Jack Brown and the number is 3626833. Dialogue C: What time do you expect to arrive, Mr. Brown? J: Oh, about 6:30 p.m., I suppose. C: Well，Id

8、 like to confirm your reservation. A single room for Mr. Brown at 480 yuan per night for three nights from Sep. 15th to 18th. J: Right. C: Thank you, Mr. Brown. Reservation Card Mr. / Mrs. / Miss: Arrival Date:Departure Date: No. of rooms: Room Type: No. of Persons : Room Rate: Booked by: Tel: Appro

9、ve by: Taken by: Date: R：Good morning. This is Xinzhong Hotel Reservations. May I help you? C: Yes, Im calling from the States. Id like to book a room, starting from Sept.22nd. R: What kind of room would you like, sir? C: A double room, please. R: what about a twin-bed room with bath for 90 dollars

10、per night, including breakfast? C:OK. R: May I have your name, sir. C: My name is John Smith. R: Thank you, Mr. Smith. How long will you be staying here? C: Three nights. (the receptionist repeats the reservation.) Thats it. One more thing, how can I have my reservation guaranteed? R: Ill just need your credit card number and take care of the rest of you. C: Its No.1734