Unit Six Car ReservationService單元6車輛預訂服務

Procedure of Service服務流程

Car reservation at the Concierge Desk

● Provide information about the car reservation, such as type of car, charge of car rental, etc.

● Ask for the guest's information, such as the guest's name, room number, type of car, destination, departure and return time, etc.

● Confirm the guest's information.

● Thank the guest for calling.

Car arrangement at the door

● Ask the guest whether he wants a taxi.

● Arrange a taxi waiting at the gate of the hotel.

● Tell taxi driver the destination of the guest.

Points of Service Language服務語言要點

1.Accepting car reservation接受車輛預訂

Would you like me to call a taxi for you？

您需要我為您叫一輛出租車嗎？

Would you like to reserve a car？

您要預訂車輛嗎？

What kind of car would you like to reserve？

您想要預訂什么樣的車？

There are compact car, sports car, jeep and coach to rent in our hotel.

我店有小轎車、跑車、吉普車和大客車供出租。

What time would you like to use the car？

您想什么時候用車？

Where would you like to go and when will you leave and return？

您想去哪里、何時離開、何時返回？

How many people will take the car？

有多少人乘車？

The rental charge of 5-seat car in our hotel is 500 yuan per day.

我店五座汽車的租車費用是每天500元。

2.The Reservation can not be made不能預訂

Unfortunately, we are fully booked for（some car）but you can reserve...

很遺憾，……樣的車都已訂滿，但您可以預訂……

I'm sorry.I can't book you any car for the 8thof August.Is it possible for you to change your reservation date？

對不起。我不能為您訂8月8日的車。可不可以換一個預訂日期呢？

We don't have a coach available.Would you mind a jeep？

我們沒有大客車了。如果是輛吉普車您介意嗎？

Sorry, we won't have any cars that can be booked today.But we can recommend another car rental company if you like.

對不起，今天我們沒有可以預訂的車輛了。如果您愿意，我們可以為您推薦其他的租車公司。

Service Conversation 11 Calling a Taxi at the Hotel Gate

D:Doorman

S:Mr.John Stevens

D:Would you like me to call a taxi for you？

S:Yes, thanks.

D:Where to, sir？

S:To T3, Beijing International Airport.

D:OK, just a moment, please.

（The taxi is coming...）

D:Sorry to have kept you waiting, sir.Are there four pieces of luggage in all？

S:Yes.

D:Let me put them into the trunk.

S:OK, thank you very much.

D:You're welcome, sir.Hope to see you again.Good luck.

Practice Answer the questions according to the service conversation.

1.Where will the guest go？

2.What should the doorman do when the guest is leaving the hotel？

3.How should the doorman deal with the luggage that the guest takes？

Service Conversation 12 Car Reservation at the Concierge Desk

C:Concierge

S:M.r John Stevens

C:Good morning, this is the Concierge Desk, what can I do for you？

S:Is there car rental service in your hotel？

C:Yes, sir.We have many kinds of cars to rent.

S:Is there an SUV or jeep for rent? My wife and I want to go for an excursion in the Beijing suburbs.

C:Yes.There is a 5-seat Beijing Jeep for rent.

S:How much is the rental charge？

C:It is 450 yuan per day excluding fue.l

S:Well, the price is reasonable.I'll rent one jeep.

C:May I have your name and room number, sir？

S:No problem.My name is John Stevens, and my room number is 1106.

C:Would you mind telling me when you will use thejeep and where you would like to go？

S:No.We are going to Huairou County at 6 o'clock on Friday morning.

C:May I know when you will return to the hotel？

S:Yes.We plan to return in the evening, about 7 o'clock that day.

C:OK, sir.Let me confirm your rental information:Mr.John Stevens and his wife in Room 1106, a Beijing Jeep from 6 a.m.to 7 p.m.on Friday, that is, on August 15th; your destination is Huairou County.Is that all right？

S:Yes, that's right.

C:OK, sir.We'll arrange for onejeep to be waiting for you at the gate at 6 on Friday morning.The rental charge will be taken when you check out.

S:OK, I'll be waiting right there.Thanks.

C:Thank you for calling, sir.

Practice Answer the questions according to the service conversation.

1.Where will the guest go？

2.When will the guest leave from and return to the hotel？

3.What kind of vehicle will the guest rent？

Key Words and Expressions

SUV（sport-utility vehicle）（n.）運動型多功能車

jeep（n.）吉普車

charge（n.）收費，要價

rent（v.&n.）出租

rental（n.）出租

fuel（n.）燃料

reasonable（adj.）公道的，合理的

Points of Service Performance 服務演練要點

● When handling the car reservations, use the polite language.

車輛預訂中注意使用禮貌服務用語。

● Ask for the guest's information, such as the guest's name, room number, kind of car, destination, departure and return time, etc.

詢問客人的租車信息，如客人的姓名、房間號、車型、目的地以及往返時間等。

● After finishing the car reservation, make sure to confirm all of the information.

在完成車輛預訂工作之后，一定要確認所有的信息。

Performance for Service模擬演練

Task A

Performance in pairs according to the following two cards.

Task B

Mr.Robin Williams and his colleagues are going to visit Yizhuang Economy and Technology Developing Zone on Tuesday April 22, at 10 a.m.and will return to the hotel at 6 p.m. that day.They plan to rent a business car from the hotel.The clerk Liu Ming at the Con-cierge Desk receives his call and explains the details of car rental service.Make a dialogue and try to fill in the following form according to the above information.

Position Knowledge崗位知識

The main types of the cars：

車輛的基本類型：

compact car小轎車sports car跑車jeep吉普車

coach大客車SUV（sport-utility vehicle）運動型多功能車

Exercises

Ⅰ.Topics for discussion.

1.How to confirm a car reservation？

2.What information should be confirmed in car reservation？

3.What should a doorman do when the guest wants a taxi？

Ⅱ.Write out the questions according to the answers.

1.____________________________________________________________

I'd like to reserve a coach with 30 seats tomorrow.

2.____________________________________________________________

I plan to return at 7 p.m.

3.____________________________________________________________

I'd like to go to the Great Wal.l

Ⅲ.Translate the following sentences into Chinese.

1.It's good for you to book a return tour by taxi.

2.Please wait a moment.The taxi is expected to come in 15 minutes.

3.We have a car in our hotel parking lot to take you to the airport.