Unit Four Revising the Reservation單元4預訂變更

Procedure of Service服務流程

Changing the Reservation

● Greet the guest.

● Ask the guest in whose name the reservation has been made.

● Check in the computer and confirm the reservation.

● Ask the guest how to change.

● Introduce the information that he wants to get.

● Confirm the changed reservation.

● Express your wishes to the guest.

Cancelling the Reservation

● Greet the guest.

● Ask the guest in whose name the reservation has been made.

● Check in the computer.

● Confirm and cancel the reservation.

● Express your wish to have another chance of serving the guest.

Points of Service Language 服務語言要點

1.Polite expressions禮貌用語

Good morning.Room Reservations.

早上好。客房預訂部。

How can I help you? /What can I do for you？

能為您服務嗎？

It's my pleasure.Mr.Davis, we look forward to your visit.

很高興為您服務。Davis先生，我們期盼您的光臨！

We look forward to another chance to serve you/of serving you.

We look forward to having another chance/opportunity to serve you.

我們期待能再有機會為您服務。

2.Checking the reservation that has been made查找預訂

In whose name was the reservation made？

請問是用誰的名字預訂的？

When was the reservation made？

請問是何時預訂的？

In what way was the reservation made？

預訂是用什么方式做的？

Was the reservation made in John Smith？

是用John Smith的名字預訂的嗎？

What was the date of the reservation？

預訂在何時？

3.Asking the guest how to revise詢問客人怎樣變更

How would you like to change/revise？

怎樣變更？

How would you like to change your previous reservation？

怎樣變更您的預訂？

4.Confirming and extending/cancelling/changing for the guest確認并為客人延長/取消/改變預訂

Would you like to cancel the reservation from July 6thfor 3 nights altogether？

您要取消7月6日起共3個晚上的預訂嗎？

Would you like to extend your stay for two more days？

您需要將預訂延長兩個晚上？

You'd like to extend your reservation for one more night, is that right？

您需要將預訂延長一個晚上，是這樣嗎？

I will cancel/change/extend your reservation for...for you.

我為您取消/改變/延長……的預訂。

Mr.John Berry, I'll cancel your reservation from May 6thfor 5 nights altogether.

My name is Zhao Li.We look forward to another chance to serve you.

John Berry先生，我為您取消5月6日起共5個晚上的預訂。我叫趙莉，我們期待能再有機會為您服務。

Certainly, sir.We'll make the change/cancellation for you.

當然可以，先生。我們為您改變/取消預訂。

Service Conversation 7 Changing a Reservation

R:Receptionist

G:Guest

R:Good morning.Great Wall Hote.l Room Reservations.Can I help you？

G:Yes.I have to change a reservation.

R:In whose name has the reservation been made？

G:In my name, Tom Davis.

R:Please wait a minute. I'll check the computer. Thanks for waiting. You've booked a double room for the 14thand 15 thof May. How would you like to change it？

G:We'll be arriving in Beijing on the 17thof May as it turns out.

R:We only have a standard room available for the 17thand the 18th.

G:How much do you charge？

R:160 US dollars per night, including breakfast.

G:OK, I'll take it.Sorry to have caused you such trouble.

R:Not at all.Can I confirm those details, Mr.Davis? You require a standard room from the 17thto 18thof May.The room rate is 160 US dollars per night including breakfast.

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

R:It's my pleasure.Mr.Davis, we look forward to your visit.

Practice Answer the questions according to the service conversation.

1.Who wants to change the reservation？

2.Please tell us the room rate.

3.Could you repeat the confirmation of the changed reservation in the conversation？

Service Conversation 8 Canceling a Reservation for the Guest

R:Receptionist

G:Guest

R:Good morning.Room Reservations.How can I help you？

G:I'd like to cancel a reservation.

R:In whose name was the reservation made？

G:John Berry.

R:Wait a moment, please.What was the date of the reservation？

G:From July 6, for 5 nights altogether.

R:Mr.John Berry, I'll cancel your reservations from July 6th, for 5 nights altogether.My name is Zhao Li.We look forward to another chance to serve you.

Practice Answer the questions according to the service conversation.

1.What does the guest want to do？

2.In whose name was the reservation made？

3.What does the receptionist cancel？

Key Words and Expressions

cancel the reservation 取消預訂

revise the reservation 改變/變更預訂

standard room available 標準間空房

Points of Service Performance 服務演練要點

● When revising the reservations, use the polite language.

預訂變更中注意使用禮貌服務用語。

● After finding out the record in the computer, be sure to confirm the previous reser-vation.

在計算機上找出記錄之后，一定要確認先前的預訂。

● Confirm the changed reservation.

確認已變更的預訂。

Performance for Service模擬演練

Task A

Performance in extending the reservation in pairs according to the following cards.

Task B

John Berry wants to cancel the reservation from June 9th, for 3 nights altogether.The receptionist Zhao Li cancels the reservation for John Berry.

Position Knowledge崗位知識

Martin W.B.once pointed out that the ability of building up the sound and friendly relationship between the clerk and the guest contains the following 9 points.

Martin W.B．指出，服務人員與客人建立良好而友善的關系的能力包括以下九點。

（1）Attitude友善的態度；

（2）Attentiveness無微不至的關照；

（3）Tone of voice悅耳的聲音；

（4）Body language得體的肢體語言；

（5）Naming names叫出客人的姓名；

（6）Guidance準確的指引；

（7）Suggestion selling建議性銷售；

（8）Problem solving解決問題；

（9）Tact靈活機智。

Exercises

Ⅰ.Topics for discussion.

1.Tell us how to make a reservation.

2.If there is no vacancy, how to deal with it？

3.Speak out the polite sentences of reservation.

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

1.____________________________________________________________

John Berry.

2.____________________________________________________________

Over/By telephone.

3.____________________________________________________________

From July 24th, for 6 nights altogether.

4.____________________________________________________________

Three more nights.

5.____________________________________________________________

200 US dollars per night including breakfast.

6.____________________________________________________________

We'll have to arrive in Beijing on April 24thfor some reasons.

Ⅲ.Translate the following sentences into English.

1．很高興為您服務。Davis先生，我們期盼您的光臨！

2．我想將預訂延長3個晚上。

3．你認為我們能夠改變預訂嗎？

4．是以誰的名字，什么方式預訂的？

5.Ramsay先生，5月7日至9日您共需要20個標準間和1個商務套間，是這樣嗎？

6.Rose Berry小姐，我為您取消5月6日起共3個晚上的預訂。我叫李海，我們期待能再有機會為您服務。

Ⅳ.Translate the following sentences into Chinese.

1.The rooms will be kept to six o'clock in the evening for the reservation without guarantee, and blocked for twenty-four hours for the guarantee reservation in most hotels.

2.We'll send you a fax to confirm the reservation as soon as possible.

3.Sorry, but we have no vacancy at this time.

4.This is Marcus Ramsay calling from New York.I have to change the dates of the reservation.