實(shí)用酒店英語unit 1.ppt

1、Room Reservation,Unit 1,高職高專 旅游與酒店管理類課程規(guī)劃教材,實(shí)用酒店英語（第二版）,大連理工大學(xué)電子音像出版社,Room Reservation 客房預(yù)訂,How to receive room reservations 怎樣接待客房預(yù)訂 How to confirm room reservations 怎樣確定客房預(yù)訂 How to make a phone call for room reservations 怎樣電話客房預(yù)訂,Aims of Studying,Content,Dialogues,Useful Drills,Tips,Exercises,Dial

2、ogues,無論在中國還是西方國家,人員出差或出訪,常常需要事先預(yù)訂酒店一般的預(yù)訂方式有電話預(yù)訂傳真預(yù)訂網(wǎng)上預(yù)訂柜臺(tái)預(yù)訂等如遇節(jié)假日或特殊會(huì)議期間, 酒店房源普遍緊張,應(yīng)盡早預(yù)訂預(yù)訂酒店過程主要包括以下內(nèi)容:(1)請(qǐng)求預(yù)訂并說明原因;(2)請(qǐng)對(duì)方答復(fù)并進(jìn)行確認(rèn)通常預(yù)訂后都要進(jìn)行確認(rèn)回復(fù),說明是否滿足預(yù)訂要求,如果不能滿足要說明原因,一 基本常識(shí),Dialogues,客人姓名 Guest Name 登記編號(hào) Code 聯(lián)系電話 Telephone Number 聯(lián)系地址 Address 入住人數(shù) Number of Guests 入住時(shí)間 Occupation Time,二 預(yù)訂登記要素,客戶基

3、本信息,客戶要求,房間種類 Room Type 房間數(shù)量 Room Number 價(jià)格標(biāo)準(zhǔn) Price 折扣優(yōu)惠 Discount 房間要求 Room Demand 房間布置 Decorations,Dialogues,J: Tiantian Hotel. Room Reservations. Good afternoon. S: Id like to book a single room for Wednesday next week. J: Thats fine, sir. A single room for Wednesday, May 9th, with a front view or

4、 rear view? S: Whats the price difference? J: A single room with a front view is RMB380 per night, one with a rear view is RMB330 per night. S: I think Ill take the one with a front view then. J: How long will you be staying? S: Ill be leaving Saturday morning.,Receiving Reservations 接待預(yù)訂,J=Jane (Re

5、ceptionist) S=Stephen Nobel (Guest),Dialogues,J: That will be three nights, sir. And your name please? S: Its Stephen. S-t-e-p-h-e-n. J: Thank you very much. What time do you expect to arrive, sir? S: Oh, around 3 p.m. I suppose. J: Id like to confirm your reservation. A single room with a front vie

6、w at RMB380 per night for three nights from Wednesday, May 9th to Saturday, May 12th. My name is Jane and we look forward to seeing you next Wednesday. S: Good. That has been settled then. Good-bye. J: Good-bye.,Dialogues,J=Jane (Receptionist) S=Stephen Nobel (Guest) J: 下午好,天天酒店房間訂房處 S: 我想預(yù)訂一間下周三的單人

7、房 J: 好的,先生一間下周三的單人房,5月9日,您要臨街的房間還是不臨街的呢? S: 價(jià)錢有什么不一樣嗎? J: 臨街的單人房每天是人民幣380元,不臨街的單人房每天是人民幣330元 S: 那我要一間臨街的單人房吧 J: 您打算在這里住多長時(shí)間呢? S: 我將在星期六早上離店 J: 先生,那應(yīng)該是三個(gè)晚上,請(qǐng)告訴我您的名字 S: 我叫 Stephen. S-t-e-p-h-e-n. J: 謝謝您您什么時(shí)間會(huì)入住呢? S: 我想大約是下午三點(diǎn)鐘吧 J: 我想再一次確定一下您的預(yù)訂您要預(yù)訂一間時(shí)間從5月9日星期三到5月12日星期六共三個(gè)晚 上,價(jià)錢為人民幣每晚380元的臨街單人間我的名字是簡,我

8、們期待下個(gè)星期三見到您光臨 S: 好的,一切都辦妥了,再見 J: 再見,接待預(yù)訂,Dialogues,J:Good afternoon. Welcome to Tiantian Hotel, May I help you? S:I want a double room with a bath. How much a day do you charge? J:It is one hundred and fifty Yuan a day including heating fee but excluding service charge. S:Its quite reasonable. J:How

9、 long do you intend to stay in this hotel? S:For three nights.,Reservations for a Friend 代朋友預(yù)訂,J=Jane (Receptionist) S=Stephen Nobel (Guest),Dialogues,J:May I see your passport, please? S: Oh, yes, Im going to fill in the registration form right now. Can I book a single room for my friend as he will

10、 arrive in Beijing tomorrow morning? J:Sure. Here is the form for reservations. Would you mind filling in this form and paying one hundred Yuan in advance for him? S:All right. Here is one hundred Yuan. J:Thank you. Here is a receipt for paying in advance. Please keep it.,Dialogues,J: 下午好,歡迎光臨天天酒店我能

11、為您做些什么? S: 我想訂一間帶有浴室的雙人房請(qǐng)問你們每天的房價(jià)是多少呢? J: 每天是人民幣150元,包括取暖費(fèi),但不包括服務(wù)費(fèi) S: 這個(gè)價(jià)錢很合理 J: 您打算在我們酒店住多長時(shí)間呢? S: 三個(gè)晚上 J: 我可以看一下您的護(hù)照嗎? S: 哦,可以,我現(xiàn)在就填寫登記表我朋友明天早上就會(huì)到達(dá)北京,我可以代他預(yù)訂一間 單人房嗎? J: 當(dāng)然可以這是預(yù)訂登記表您是否介意幫您的朋友填寫這個(gè)表格,并且先墊付人民 幣100元呢? S: 好的,這是墊付的100元 J: 謝謝這是您墊付金額的收據(jù),請(qǐng)保存好,代朋友預(yù)訂,J=Jane (Housekeeper) S=Stephen Nobel (Gues

12、t),Dialogues,J:Room Reservations. Good morning. May I help you? S:Yes, I have some friends coming to China and they want me to book them a triple room for October 9th. J:Just a minute, please. Im sorry, sir. Were fully booked up on that date. S:Oh, thats too bad. J:Im sorry, were rather full at the

13、moment. Can I recommend you to another hotel? S:Yes, thanks. J:OK. I would suggest that you try the Tiandi Grand Hotel.,We Are Fully Booked 客房已滿,J=Jane (Receptionist) S=Stephen Nobel (Guest),Dialogues,S: Do you mind telling me what Tiandi Grand Hotel is like? J: Well. It is one of the biggest hotels

14、 in this city. It is rated as a four-star hotel. It is as comfortable as ours. And it is also as convenient as ours. Furthermore, you can go shopping near the hotel. S: Thank you. It is very kind of you J: Its our pleasure. S: And can you tell me the phone number of Tiandi Grand Hotel? J: Of course.

15、 The phone number of Tiandi Grand Hotel is S: I really appreciate your help. See you. J: You are welcome. Thank you for your calling. See you.,Dialogues,J=Jane (Receptionist) S=Stephen Nobel (Guest) J: 早上好,訂房部我能為您做些什么呢? S: 我有幾個(gè)朋友要來中國,他們想讓我?guī)兔︻A(yù)訂一間10月9日的三人房 J: 請(qǐng)稍等一下先生,很不好意思那天的客房都已經(jīng)預(yù)訂滿了 S:

16、 哦,那太糟糕了 J: 真的很抱歉我們那個(gè)時(shí)間客房都預(yù)訂滿了我可以為您推薦另一家酒店嗎? S: 好的,謝謝了 J: 我想給您推薦天地大酒店 S: 您能告訴我天地大酒店的情況嗎? J: 好的它是我們城市里最大的酒店之一它被評(píng)為四星級(jí)的酒店它和我們酒店一樣舒適 還有,和我們酒店一樣交通很便利而且,您還可以在酒店附近進(jìn)行購物 S: 謝謝你了你真的太好了 J: 不用客氣的 S: 你可以告訴我天地大酒店的電話號(hào)碼嗎? J: 當(dāng)然可以的,天地大酒店的電話號(hào)碼S: 我真的很感謝您的幫助再見 J: 不用謝謝謝您的來電再見,客房已滿,Dialogues,單人房,a single ro

17、om,背面,rear view,期待,look forward to,排除,exclude v.,推薦,recommend v.,而且,此外,furthermore ad.,正面,front view,確認(rèn),confirm v.,解決,settle v.,三人房,a triple room,方便的,convenient a.,感激,appreciate v.,Useful Drills,(注:表示此話為客戶所說),早上好我是訂房部的Jane有什么可以幫到您的嗎?,Good morning. Reservations. Jane speaking. Can I help you?,下午好歡迎光臨

18、天天酒店!有何吩咐呢?,Good afternoon. Welcome to Tiantian Hotel, May I help you?,我想要訂一間下周三入住的單人房,Id like to book a single room for Wednesday next week.,我想為我朋友預(yù)訂一間雙人房,Id like to book a double room for my friend.,Useful Drills,您打算住多久呢?,How long will you plan to stay?,您打算住多久呢?,How long will you be staying?,請(qǐng)問您是哪

19、位?,May I know who Im talking with? (Making a phone),請(qǐng)問您要哪種房型?,What type of room do you require?,請(qǐng)問您要訂多少間房呢?,How many rooms will you require?,請(qǐng)問您的名字/電話號(hào)碼?,May I have your name/telephone number, please?,如何與您聯(lián)系呢?,May I have the way to contact with you?,請(qǐng)問要以誰的名義來訂呢?,Who is the booking for?,Useful Drills

20、,一間雙人房要多少錢呢?,How much does a double room cost?,每天收費(fèi)多少?,How much a day do you charge?,有優(yōu)惠/折扣嗎?,Can I get a discount?,每天380元,送早餐,RMB380 per night, with breakfast.,我們有標(biāo)準(zhǔn)/豪華雙人房,每天每間350元,We can do a standard /deluxe double room for RMB350 per night.,雙人對(duì)床房,每間每天600元,We charge RMB600 for a deluxe twin per n

21、ight.,如果起訂5間房,房價(jià)可以享受20%的優(yōu)惠,The price/rate for a minimum of 5 rooms is 20 percent off.,對(duì)不起,我們不提供折扣,Im sorry, there is no discount.,兒童可以減價(jià),Theres a reduction for children.,我們已經(jīng)將價(jià)格降至最低限度了,We have already cut the price very fine.,Useful Drills,我可以看看您的護(hù)照嗎?,May I see your passport, please?,請(qǐng)您填寫這張登記表好嗎?,Wo

22、uld you please complete this registration form?,你有身份證嗎?,Have you got any identification?,對(duì)不起,我們酒店那一天的客房全部訂滿了,Im afraid our hotel is fully booked on that date.,您要的那一日房間已經(jīng)確認(rèn)了我們期待為您服務(wù),Your room is confirmed for that day. We look forward to serving you.,很抱歉,我們沒有空房,Im sorry, but were booked up.,對(duì)不起,我們現(xiàn)在沒

23、有空房,Im sorry, but we have no vacancies at the moment.,很抱歉,所有的客房都已經(jīng)訂滿了,Im sorry, but all rooms are taken.,Tips,在正式的英語表達(dá)里,疑問基本句型可分為下列四種: May I .? Could you .? Would you .? Shall I .?,只要理解這四種基本的句型,就可以處理大部分業(yè)務(wù)上的狀況,1) 服務(wù)員自己要做什么事時(shí),就使用May I .?,請(qǐng)問尊姓大名?,May I have your name, please?,請(qǐng)問您的國籍是哪里?,May I know your

24、 nationality, please?,請(qǐng)讓我看一下您的護(hù)照好嗎?,May I see your passport, please?,請(qǐng)問您什么時(shí)候結(jié)賬離開?,May I have your check out time, please?,Tips,4) 在提供建議協(xié)助征求意見時(shí),可使用Shall I .? 或Would you like me to do .?,請(qǐng)您填寫這張表格好嗎?,Could you fill out the form, please?,請(qǐng)您寫下來好嗎?,Could you write that down, please?,請(qǐng)不要掛電話好嗎?,Could you ho

25、ld the line, please?,2) 麻煩客人時(shí),可使用Could you .?,3) 詢問客人的喜好或是做什么時(shí),可使用Would you .?,請(qǐng)問您要訂一間雙人房嗎?,Would you like to book a double room?,請(qǐng)問您要喝茶還是咖啡?,Would you like tea or coffee?,請(qǐng)問您介意坐在這里嗎?,Would you mind sitting here?,請(qǐng)問要我為您安排預(yù)約嗎?,Shall I make the reservation for you?,請(qǐng)問要我為您畫一張地圖嗎?,Shall I draw you a map

26、?,Tips,按房間的床位數(shù)量與大小來分,可以分為以下類型:,Tips,按房內(nèi)裝修程度來分,可以分為以下類型:,Tips,一星賓館,one-star (economy) hotel,二星賓館,two-star(some comfort) hotel,三星賓館,three-star (average) hotel,四星賓館,four-star (high comfort) hotel,五星賓館,five-star (deluxe) hotel,Tips,接待有保證的客房預(yù)訂(Receiving a Guaranteed Reservation)是通過以下方式來完成的: 1) 預(yù)收款 (Prepa

27、yment) 保證預(yù)訂:客人提前支付足額房費(fèi) 2) 信用卡 (Credit Card) 保證預(yù)訂:記下客人的信用卡號(hào)碼,如果客人沒有按預(yù)訂要 求來酒店使用客房,酒店可以向持卡人收取費(fèi)用這是一種最常見的預(yù)訂方式 3) 押金 (Advanced Deposit) 保證預(yù)訂:客人提前支付一天的房費(fèi) 4) 合同/協(xié)議 (Contract or Agreement) 保證預(yù)訂:酒店與公司有協(xié)議在先,無論公司 預(yù)訂客房是否被使用,房費(fèi)由公司承擔(dān),Exercises,J=Jane (Receptionist) S=Stephen Nobel (Guest),J: (早上好,我是訂房部的簡,有什么可以幫到你嗎

28、?) S: This is Stephen Nobel calling from America. (我想要訂一間房) J: (好的,諾貝爾先生您打算住多久呢?) S: Four nights, please. J: (你要訂哪天的房呢?) S: From August 10th to 13th.,Good morning. Reservation. Jane speaking. Can I help you?,_,Id like to reserve/book a room.,_,Yes, Mr. Nobel. How long will you be staying in this hot

29、el?,_,For when?,_,Exercises,J: For four nights. (您打算要哪種房型,) Mr. Nobel? S:Id like to book a double room for myself and my wife. Whats the rate? J: (標(biāo)準(zhǔn)雙人間每天320元,豪華雙人間每天360元) (您要哪一種?) S: Ill take a standard double room. It is about 40 US dollars per night, isnt it? J:Yes, Mr. Nobel, a standard double r

30、oom, (時(shí)間是從八月10日至13日)Am I correct? S: Yes, you are right.,What kind of room would you like,_,Its RMB320 for a standard double and RMB360 for a deluxe double.,_,Which one do you like?,_,from August the 10th to August 13th.,_,Exercises,J: 你們幾點(diǎn)鐘到酒店呢? S: 大約下午5點(diǎn) J:Yes, Mr. Nobel. We will pick you up at th

31、e airport. (我們要怎樣聯(lián)系你呢?) S:You can call my friends number, He will also greet me at the airport that day. So you can find me. J: (感謝您的來電,)Mr. Nobel. (期待您的光臨) Goodbye. S: Thats fine. Thank you. Goodbye.,What time will you be arriving?,_,Around 5 p.m.,_,How can we contact you?,_,Thank you

32、for calling,_,We are looking forward to your coming.,_,Exercises,1. 假設(shè)你是北京天天酒店的預(yù)訂員簡接到了一位客戶從大連打來的電話,他將一個(gè)人 駕車來北京休閑旅游(leisure travel),要預(yù)訂一間豪華單人間,并先用信用卡保證預(yù)訂 (credit card guaranteed reservation)請(qǐng)你和你的同學(xué)模擬對(duì)話中的角色,準(zhǔn)備對(duì)話, 然后在班上進(jìn)行口頭表演,Exercises,2. 假如你是一家電器公司的經(jīng)理,你們公司打算在12月22日在北京舉辦慶祝公司成立 十周年的會(huì)議,會(huì)后打算下榻北京天天酒店,先致電天天

33、酒店預(yù)訂部,要求訂50間標(biāo)準(zhǔn) 雙人房,10間豪華雙人房,2間套房,時(shí)間從12月22日至25日,共4天請(qǐng)你和你的同學(xué) 模擬對(duì)話中的角色,準(zhǔn)備對(duì)話,然后在班上進(jìn)行口頭表演,Exercises,J=Jane (Receptionist) S=Stephen Nobel (Guest),J: Room Reservation. Can I help you? S:Yes, I am calling from Dalian City. I will make a leisure travel to Beijing next week. So I want to book a room at your h

34、otel. J: Thats wonderful. For which date, please? S: From September 9th. J: For how many nights? S: For two nights. J: How many guests will there be in your party? S:Just my wife and myself. J: What kind of room would you prefer? A single or a double? S: A single, please. J: Could you hold the line,

35、 please. Ill check the listThank you for waiting, sir. We have a single room at RMB 150 and another at RMB 180. Which one would you prefer? S: Id like to take the RMB 180.,Exercises,J=Jane (Receptionist) S=Stephen Nobel (Guest),J: Do you wish to guarantee the room? S:Yes, I need to. J: Will that be your credit card or will you pay in advance? S: My credit card, please. J: May I know the type of card and the number? S:Yes, its Visa. The card number is 4635 1110 3334 5566, expiration date is Dec. 10th, 2010. And my name is Stephen Nobel. J: Thanks. Mr. N