賓館房間預(yù)訂

1、The Managers Remarks The aim of a hotel is to create a home away from home for all the traveling guests who need rest, food and drink. The Front Office of a hotel is not only its “show window” but also its “nerve center”. It is within this department that the guests vacation or business, and indeed,

2、 the hotels operation itself are made or ruined. 1 The Front Office staff seem to “do it all” receive reservations, register guests, assign rooms, distribute baggage, store guests valuables, provide information, deliver mails and messages, exchange foreign currencies, check room occupancies, check g

3、uests out and so on.2 In order to fulfill these tasks, the staff must have a neat and smart appearance, good manners, adaptability, efficiency, the sense of duty and a knowledge of languages. The most important of all the qualities is a real liking for people and a warm desire to help them.3 Besides

4、, Front Office staff should welcome and settle the guests complaints. That will soothe an unhappy guest and reveal the hotels problems so that the operation can be bettered. In short, all staff ought to remember that the hotel will enjoy greater financial success only with the greater satisfaction t

5、he guests receive from the “home away from home”. 4Room Reservations5Reservation Types1. Receiving an FIT Reservation接待散客預(yù)定2. Receiving a Corporate Reservation接待公司預(yù)定3. Receiving a Guaranteed Reservation接待有保證預(yù)定4. Revising a Reservation變更預(yù)定6Main points of Reservations 預(yù)定登記要素:1) Guest Information 2) Gu

6、ests Requirements3) Hotel Policies7Guest Information1）客人姓名（Guest Name）或團隊名稱（Name of Group）、編號（ Code ）；2）代訂人姓名（ Contact Name）、聯(lián)系電話（ Telephone Number）、單位（Company Name）及地址（Address）；3）人數(shù)（Number of Guests）；4）國籍（Nationality）；5）抵/離店日期（Date of Arrival/Departure）；時間（Time of Arrival/Departure）及入住天數(shù)（Length of

7、Staying）。6）折扣優(yōu)惠（discount）及付款方式（payment）7）訂房入住當天的保留時間（Cut-off Time）8Guests Requirements1）所需客房的種類（Room Types）及數(shù)量（Number of Rooms）；2）所需客房的條件：房間朝陽面 （A room with a front view）;房間背陰面（A room with a rear view） ；帶洗澡間的單人房間 （a room with bath）一個不臨街的安靜房間 （a quiet room away from the street ）9酒店客房大致分為單間客房和套間客房 單間客

8、房有一間客房所構(gòu)成，可細分為：1） 單人間（Simple Room）：配備一張單人床，適用于單身客人。2）大床間（Double Room）：配備一張雙人床，較適合夫婦居住。3）雙床間（Twin Room）：配備兩張單人床，這類客房在酒店中比重極大，因此又稱為酒店的“標準間（Standard Room）”。4）三人間（Triple Room）：配備三張單人床。10 套房由兩間或兩間以上客房構(gòu)成，可細分為：1）普通套間（Junior Suite）：通常一間為起居室，另一間為臥室。2）商務(wù)套間（Business Suite）：專為商旅客人設(shè)計，一間為起居室兼辦公室，另一間為臥室。3）復(fù)式套間（Dup

9、lex Suite）：也稱立體套間，其布置為起居室在下，臥室在上，兩間用室內(nèi)樓梯連接。4）連接套間（Connecting Rooms）：也稱組合套間。兩間相連的客房用隔音性能好，均安裝門鎖的兩扇門連接，并都配有衛(wèi)生間；需要時，既可以作為兩間獨立的客房出租，也可作套間出租，靈活性較大。5）豪華套間（Deluxe Suite）：氣派豪華，為兩套間或三套間布置，三套間初起居室、臥室外，還有一間餐室或會議室，臥室配備大號雙人床（King-size Bed）6）總統(tǒng)套間（Presidential Suite）：又稱為特套間，一般由五間以上的房間組成，裝飾布置極為講究，通常在豪華酒店才設(shè)置此類房間。11H

10、otel Policies根據(jù)公安部門規(guī)定，訪客請在服務(wù)臺登記Visitors are required to register at the Front Desk as required by the Public Security Department；晚上12點過后，訪客不得在房間逗留Visitors are not allowed in the guest rooms after 12:00 midnight；退房時間為中午12點以前Check-out time is before 12:00 noon.中午12點以后退房這另外加費If you check out after 12:0

11、0 noon, there will be an extra charge added to your bill寵物恕勿帶入 Sorry, no pets allowed酒店對賓客預(yù)定變更、取消預(yù)定的規(guī)定Agreements on Reservation Amendments/ Cancellation12常用句型1 預(yù)訂基本應(yīng)對：Do you have one single room for two nights?(Room) Reservation. How can I help you?Id like to reserve a room.How many nights do you wi

12、sh to stay?How much is the room?Which date would that be?How many guests will there be in your party?May I know your name /phone number/e-mail?Could you hold the line, please? Ill check our room availability.Would you like to make a guaranteed reservation by credit card?132 海外預(yù)訂May I have your airli

13、ne and flight number, please?We offer free transportation to and from the airport.We have a counter at the airport where our representative will escort you to the car.Do you know your arrival time at * Airport, sir?Do you mean local time?Where can we contact you in Guangzhou?Care of * Company, the n

14、umber is .We look forward to serving you. Have a safe trip.143 對房間和床具的偏好What type/kind of room would you prefer?Id like to reserve a room with a sea/mountain view.Id like a room with a very large bed/balcony.Certainly, sir. Well book you into a room with a Queen-size/King-size bed.154 房價和付款事項A singl

15、e room is US$80 per night, with 10% tax and a 10% service charge.We have a double at HK$800 and HK$1,000 available. Which one would you prefer?Does the price include breakfast?Im afraid we have no credit arrangements with your company. We will need an advance deposit by bank draft or in cash before

16、the reservation date.We offer special rates for your company, sir. For a single room, there is a 15% discount.Shall we charge this to your company?Which department (of your company) should the be made out to?Do you accept credit cards/travels checks?165 指定的房間沒空缺或酒店客滿Im afraid we have no twin rooms a

17、vailable, but we can offer you a double room.Im afraid we have no suites available. Would you mind a twin instead?Im sorry, but we are fully booked for those days as it is the peak season.Is it possible for you to change your reservation date?This is the busiest season. Im very sorry, but could you

18、call us again later this week? We may have some cancellations.Can you book me into another hotel in the area?We hope well have another opportunity to serve you.176 確認預(yù)訂Is this a new reservation or a confirmation call?Id like to confirm a reservation.Your room is confirmed.Im afraid that we have no r

19、ecord of a reservation (for that date) in your name.Shall I make a reservation for you now?When did you make the reservation?In whose name was the reservation made?187 為客人更改/取消/延長預(yù)訂Id like to extend my reservation for one more night.Well extend the reservation for you.Id like to change/cancel a rese

20、rvation.Certainly, sir. Well make the change/cancellation for you.19賓館英語預(yù)訂房間1Id like to book a double room for Tuesday next week.下周二我想訂一個雙人房間。2Whats the price difference?兩種房間的價格有什么不同？3A double room with a front view is 140 dollars per night, one with a rear view is 115 dollars per night.一間雙人房朝陽面的每晚140美元，背陰面的每晚115美元。4I think Ill take the one with a front view then.我想我還是要陽面的吧。5How long will you be staying?您打算住多久？6Well be leaving Sunday morning.我們將在星期天上午離開。7And we look forward to seeing you next Tuesday.我們盼望下周二見到您。208Id like to book a single room with bath from the after-noon o