Unit Three Room Reservation單元3客房預訂

Procedure of Service服務流程

● Greet the guest.

● Get the following reservation information from the guest：

The dates of arrival and departure.

The number of the people.

The room type and the number of the room.

● Search for the vacancy needed in the computer.

● Get the following information from the guest：

The name of the guest or the name of the group.

The guest's telephone number.

（If there servation is made fortheother persons instead of himself, getthe contact nameand his telephone number.）

● Confirm the reservation.

● Make up the record of the reservation in the computer.

● Express your wishes to the guest.

Full house

● Greet the guest.

● Get the following reservation information from the guest：

The dates of arrival and departure.

● Tell the guest why the reservation can't be made.

● Give the suggestion.

● Express your wish to have another chance to serve him.

Points of Service Language服務語言要點

1.Polite expressions禮貌用語

Good morning/afternoon/evening.Room Reservations.May I help you？

早上好/下午好/晚上好。客房預訂部。能為您服務嗎？

Just a moment, please.I'll check the room available.

請稍等，我查一下房間預訂情況。

Please wait a moment, sir.Thank you for your waiting.

請稍等，先生。讓您久等了。

Sorry to have kept you waiting so long, sir.

對不起，先生，讓您久等了。

It's my pleasure.We look forward to your arriva.l

很高興為您服務。我們恭候您的光臨。

You're welcome.We look forward to serving you.

不用謝。我們期待為您服務。

We look forward to having another chance to serve you.

我們期待能再有機會為您服務。

2.Finding out what the guest wants了解客人需求

What/which date would that be？

For when/which date？

請問訂在什么時間？

When would you like your room？

您什么時間來住？

How long will you be staying？

請問您住多久？

For how many nights？

您準備住幾個晚上？

What/which room would you prefer/like？

請問需要什么樣的房間？

What type of room would you like？

您需要什么樣的房型？

A double room or a standard room？

雙人間還是標準間？

How many people？

幾位客人？

How many rooms would you like？

您需要幾間房？

May I have/know your name and your telephone number？

您能留下您的姓名和電話號碼嗎？

3.Confirming確認

Mr.Smith, you've booked/reserved a double room from the 14thto the 15thof May, and your telephone number is...

Smith先生，您預訂了5月14日至15日的一個雙人間，您的電話號碼是……

I'm afraid that we have no record of the reservation（for the date）in your name. Shall I make a reservation for you now？

沒有您的預訂記錄，我現(xiàn)在可以為您預訂嗎？

4.Giving the information about the room rates告知客人房價

The standard room costs 956 yuan per night.

標準間每晚956元。

One hundred and sixty（160）US dollars per night including/with breakfast.

包括早餐，每晚160美元。

A double room facing south is 170 US dollars.

向南的雙人間170美元。

There is a 15 percent deduction for a group reservation.

團隊預訂8.5折。

5.The Reservation can not be made不能預訂

Unfortunately, we're fully booked for（date）but you can reserve...

很遺憾，……日的客房都已訂滿，但您可以預訂……

I'm sorry.I can't book you a room for the 17thof June.Is it possible for you to change your reservation date？

對不起，我不能為您訂6月17日的客房。可不可以改變預訂日期呢？

We don't have a single room available.Would you mind a standard room？

我們沒有單人間了。如果是個標準間您介意嗎？

Sorry, we won't have any vacancy today.But we can recommend nearby hotels for you if you like.

對不起，今天我們沒有空房了。如果您愿意，我們可以為您推薦附近其他的酒店。

Service Conversation 5 Accepting a Reservation

R:Receptionist

G:Guest

R:Good morning.Beijing Hotel, Room Reservations.May I help you？

G:Yes, I'd like to reserve a room at your hotel.

R:What date will that be？

G:From May 14thto 15th.

R:What kind of room would you prefer？

G:A double room.

R:Please wait a moment, sir.Thank you for waiting.We have the room you need.

G:What's the room rate per night？

R:1,200 yuan.Will that be all right？

G:Yes, that will be fine.Thank you.

R:With pleasure! May I have your name and your telephone number？

G:Certainly.My name is Tom Davis and my phone number is 00490347620598.

R:Thank you, Mr.Davis.You've booked a double room from the 14thto the 15thof May, and your telephone number is 00490347620598.Is that right？

G:Yes, that's right.Thank you.Goodbye.

R:Thank you for calling, Mr.Davis.We look forward to your arriva.l

Practice Answer the questions according to the service conversation.

1.When will the guest arrive and how long will the guest be staying in the hotel？

2.What type of the room does the guest want？

3.How much is the room rate？

Service Conversation 6 Recommending Other Hotels

R:Reservationist

G:Guest

R:Good morning.This is Room Reservations.What can I do for you？

G:Yes, I'd like to reserve five standard rooms at your hotel.

R:What date will that be？

G:From June 15 to 19.

R:Please wait a moment, sir.I'm very sorry, sir.We're fully booked at that time.

G:Oh, that's too bad.

R:Would you like us to put you on our waiting list and call you in case we have a cancellation？

G:Thank you.You are very kind.Could you give any other suggestions？

R:Certainly, could you change the time of the reservation？

G:No, we can't because we're attending an important international conference in Beijing.

R:Would you like me to recommend nearby hotels that won't be full up？

G:That's great.

R:Grand Hyatt Beijing, Beijing Hotel and Beijing International Hote.l

G:I appreciate your kindness.

R:With pleasure.We look forward to having another opportunity to serve you.

Practice Answer the questions according to the service conversation.

1.The guest changes the date of arrival, doesn't he? Why？

2.What suggestion does the reservationist give？

3.Which one does the guest prefer？

Key Words and Expressions

recommend（v.）推薦

reservationist/reservation clerk 預訂員

prefer（v.）更喜歡，寧愿選擇

reserve/book a room 訂房

confirm the reservation 確定預訂

look forward to 期盼，盼望

standard room 標準間

cancellation（n.）取消，撤銷

appreciate（v.）感激，感謝

Points of Service Performance 服務演練要點

● When handling the reservations, use the polite language.

預訂中注意使用禮貌服務用語。

● After we get all of the information about the reservation, be sure to confirm.

在獲取所有的預訂信息之后，一定要確認。

● You should get the contact name and his telephone number if the reservation is made for the other person.

如果是代訂，還要留下代訂人的姓名及電話號碼。

● If the reservation can not be made, recommend other type of room/date/hotel.

如果不能預訂，可以推薦其他房型/日期/酒店。

Performance for Service模擬演練

Task A

Performance in pairs according to the following two cards.

Task B

Mr.Jenny Brown is walking to the Front Desk. He will reserve 20 standard rooms from the 14thto the 21stof June for the professors of London University.The room rate is 198 US dollars.He also wants to book a convention room.The receptionist Wang Juan will make the reservation for him.

Position Knowledge崗位知識

● We should remember:excellence is our service standard, and the service quality is the lifeblood of our business.

我們要記住：盡善盡美是我們的服務規(guī)范，服務質量是我們行業(yè)的生命線。

● The main ways of room reservation：

客房預訂的基本方式：

talk前臺預訂telephone電話預訂

computer network計算機網(wǎng)絡預訂

● The names of the room types：

房型名稱：

standard room標準間double room雙人間/大床間

triple room三人間deluxe single room豪華單人間

suite套間family suite家庭套間

deluxe suite豪華套間presidential suite總統(tǒng)套間

Exercises

Ⅰ.Topics for discussion.

1.In what way have you ever made a reservation？

2.Introduce the service procedure of the room reservation in English.

3.Please speak out some names of the room types.

Ⅱ.Write out the questions in room reservation according to the answers.

1.____________________________________________________________

I'd like to book a family suite.

2.____________________________________________________________

For four nights.

3.____________________________________________________________

Just my wife and I.

4.____________________________________________________________

160 US dollars per night per room including breakfast.

5.____________________________________________________________

John Smith.

Ⅲ.Translate the following sentences into English.

1．我們沒有單人間了。如果是個標準間您介意嗎？

2．我想預訂一個面湖的家庭套間。

3．我們會為您延長預訂。

4．為您服務是我們的榮幸。我們恭候您的光臨。

5．對不起，今天我們沒有空房了。如果您愿意，我們可以為您推薦附近其他的酒店。

6．團隊預訂8.5折。