酒店服務(wù)英語課件 1 客房預(yù)訂服務(wù)

酒店英語

客房預(yù)訂服務(wù)

RoomReservationRoomReservation客房預(yù)訂服務(wù)客房預(yù)訂服務(wù)Roomreservation

告知telling客房預(yù)訂服務(wù)Roomreservation美國TJ電子公司的TomHanks先生等一行七人定于下周8月2日至8月10日到沈陽參加?xùn)|北亞貿(mào)易洽談會(huì)，決定入住沈陽國際酒店，他們通過電話預(yù)訂的方式預(yù)定了房間，解決在沈陽停留期間的住宿問題…SofitelShenyangLidoHotel

GraceMiller，Hanks’assistant，callstoShenyangInternationalHotel,shewouldliketobooksomeroomsforherteam……..引入leading回答下列問題

Answeringthefollowingquestions

結(jié)合所學(xué)知識(shí)，小組討論：1）如果你是預(yù)訂員，如何受理Miller女士的預(yù)訂呢，服務(wù)程序是什么？需要從Miller女士那里獲知哪些信息呢？2）如果客人行程有變，需要更改住宿時(shí)間或是取消預(yù)訂，需如何處理3）如果沒有合適的房間，預(yù)訂已滿，如何解決呢引入leading客房預(yù)訂常用詞匯

reserve（book）---reservationarrivaldatedeparturedatespecialrequestpersonalinformationavailablebalconyroomrate/dailyraterecommendconfirm-comfirmationcancel--cancellationlookforwardto預(yù)定（動(dòng)）--預(yù)定（名）到店日期離店日期特殊需求個(gè)人信息可用的（形）陽臺(tái)房價(jià)推薦（動(dòng)）確認(rèn)---確認(rèn)（名）取消--取消（名）期待，盼望操練一drillone客房預(yù)訂常用詞匯房型roomtype單人間singleroom

雙人間/大床房doubleroom標(biāo)準(zhǔn)間standardroom/twinroom

三人間tripleroom

套房suite

家庭套房familysuite商務(wù)套房businesssuite

豪華套房deluxesuite復(fù)式套房duplexsuite總統(tǒng)套房presidentialsuite相鄰房

adjoiningrooms連通房

connectingrooms旅游管理系酒店英語Reservationform酒

店

預(yù)

訂

表

格HotelBookingForm請(qǐng)您確保在2009年10月12日前預(yù)定房間.如果超過此日期，根據(jù)客房入住情況對(duì)房價(jià)進(jìn)行調(diào)整和確定。PleaseensuretomakethebookingbeforeOctober12th,2009.Afterthisdate,thehotelpricewillbeadjustedandconfirmedaccordingtotheactualoccupancyofthehotel.姓(Surname):___________名(FirstName): _________________護(hù)照/身份證號(hào)(PassportNo./IDNo.): _________________ 簽證類型(VisaType): ______有效期至(ExpireDate): ________地址(Address):__________________________________________城市(City):______________ 省市(Province/State):_______________ 郵編（PostCode）:___________國家(Country):_________________ 國籍(Nationality): ____________ 公司(Company):______________________________________________電話號(hào)碼(TEL):________________ 傳真號(hào)(FAX).____________旅游管理系酒店英語Reservationform

郵箱(E-mail):_______________________________客房信息(RoomInformation):酒店名稱(HotelName):_________房間數(shù)量(NumberofRooms):________入住日期(ArrivalDate): __________離店日期(DepartureDate):________ 同住人姓名(Guestnamestogether):__________________________________________________ 特殊要求(SpecialRequirements): □吸煙房(SmokingRoom) □非吸煙房(NON-Smoking)□其他(Others):______________對(duì)于住房的特殊要求，我們將盡量與酒店協(xié)調(diào)滿足，如因酒店實(shí)際入住情況，難以滿足的，我們將根據(jù)情況進(jìn)行適當(dāng)?shù)恼{(diào)整。（Wewillcommunicatewithhotelstotrytosatisfyguests’specialrequirements.Whilewekeeptherighttomakeproperadjustmentaccordinglyiftheactualoccupancycouldnotmeetguests’specialdemands.）旅游管理系酒店英語聽音頻，補(bǔ)全對(duì)話①先生，請(qǐng)稍等，我查一下我們是否有空房Pleasewaitamoment,Iwouldliketohaveacheck②單人房的房價(jià)是每晚沒人240元，包括早餐Thecurrentrateforasingleroomis240yuanpernight,includingbreakfast.③很抱歉讓您久等了Sorrytohavekeptyouwaiting④先生，請(qǐng)問您還有什么特殊要求嗎？Sir，doyouhavesomespecialrequests?⑤先生，我確認(rèn)一下你的信息So,youbooked…….

操練二drilltwoSentencesineachprocedure

客房預(yù)訂服務(wù)各程序的常用英文表達(dá)個(gè)別小組派代表完成情境a對(duì)話：上午九點(diǎn)，Hanks先生的助理Miller女士從LA打來電話，要求訂房，預(yù)訂員接到電話并為Miller提供客房預(yù)訂服務(wù)。

操練三drillthreeSentencesineachprocedure

客房預(yù)訂服務(wù)各程序的常用英文表達(dá)①Greetingsa.Roomreservations.MayIhelpyou?b.Goodmorning,roomreservations,whatcanIdoforyou?c.Hiltonhotel.Reservations,canIhelpyou?②Askingguestsforreservationinformation

(roomtype,no.ofpersons,timeforstaying,specialrequest)

a.Whatkind/sortofroomwouldyoulike/prefer,sir/madam?b.Forwhichdates,sir?c.Howmanynights(willyoubestaying)?d.Fromwhichdateandforhowmanynights?e.Yourarrivalanddeparturedates?f.Whenwouldyoulikeit,sir?旅游管理系酒店英語Sentencesineachprocedure

客房預(yù)訂服務(wù)各程序的常用英文表達(dá)g.What'syourspecialrequests?h.Doyouhavesomespecialrequests(withyourroom)?i.Forhowmanypersons/people?Howmanypersonsarethereinyourparty?③Checkinga.Justamoment/Waitamoment,please.Iwillcheckit.b.Holdon,please.Iwillchecktheroomavailabilityc.Pleaseholdtheline.d.Wouldyoumindwaitingamoment?④Askinggueststhepersonalinformation

a.MayIknow/haveyourname,please?b.MayIknow/haveyourtelephonenumber,please?旅游管理系酒店英語Sentencesineachprocedure

客房預(yù)訂服務(wù)各程序的常用英文表達(dá)⑤Confirminga.Sir/madam,Iwouldliketoconfirmyourreservation,youbooked..b.So,youreserved……

c.Letmejustconfirmthedetailsofyourreservation⑥Expressingthewishesa.Thankyouforyourreservation,welookforwardtoyourarrivalb.Weareexpectingtohaveyouhere.c.Welookforwardtoservingyou.旅游管理系酒店英語Roleplay客房預(yù)訂對(duì)話

Nowit’syourtimetoshow重新編排情境a要求：每組選出一名學(xué)生扮演Miller女士，一名學(xué)生扮演預(yù)訂員；服務(wù)程序全面；注意電話用語服務(wù)規(guī)范

訓(xùn)練一

practiceone取消和更改預(yù)訂

CancellingandAdjustingareservation

以小組為單位討論情境b:Hanks先生一行人原定于8月10離開沈陽返回LA，但臨時(shí)改變了行程，因還要參加另外一重要會(huì)議，所以決定再多住兩天要求：以小組為單位總結(jié)出服務(wù)員的英文應(yīng)對(duì)語句；注意服務(wù)禮貌，禁忌深化一

improvementone取消和更改預(yù)訂

常用英文表達(dá)①Greetings②Gettingtoknowthereservationinformationoftheguest(nameortelephonenumber)a.Inwhosenamewasthereservationmade?b.MayIknow/haveyourname?c.Whenwasyourreservationmade?③Checking④AdjustingorcancellingandConfirminga.We’llextendthereservationforyoub.Well,Miss,I’llcancel/extend/changeitthen⑤ExpressingthewishesWelookforwardtoanotherchancetoserveyou.

旅游管理系酒店英語預(yù)訂已滿fullybooked聽兩段音頻并根據(jù)提示補(bǔ)全對(duì)話。注意：預(yù)訂員的英文表達(dá)a.I’msorry,butwearefullybookedonthatdate.b.Allofourroomsarefullyoccupied.We'reverysorry,sir.Wehopeyoucouldunderstandus.c.Sir,howaboutasingleroom,thesuitearefullybookednow.d.Sir,ifyoulike,Iwouldliketosuggestanotherhotelwhichisnearours.

深化二

improvementtwoSituationalroleplay