资源简介

(共41张PPT)
Task 1
Room reservation
Hotel
The Front of the House
The Front Desk/Office
The Back of the House
Departments in hotel
Housekeeping Department
Food & Beverage Department
Human Resources Department
Recreational Department
Financial Department
Sales Department
Security Department
Engineering Department
The Front Office Service
Often provides first and last impression. Often has longest contact with guest. There are different parts in the front office of a hotel. The front office staff seem to “do it all”-
store/deposit guests’ valuables
deliver mails and messages
exchange
Reservation
Reception
Cashier
Complaints
Business
Information
Phone calls
Deliver Baggage
meet and greet guests
issue keys and other security arrangements
provide services when customers asked
Room Reservation
Reception Desk
Information Desk
Concierge
Switch Board
Cashier
Organization of Front Office
the first connection between guest and the hotel.
can be made face to face, over the phone; through e-mail, fax, or letter; by guests themselves or a third party
Confirmation is necessary, and required.
can be changed or cancelled with advanced notification.
With the development of the internet, there is a tendency to build a network connecting hotels, airlines as well as some travel agencies.
Introduction
Room reservation
Unit One
Room Reservation
Part 1 Handling a Reservation
Part 2 Confirming or Adjusting a Reservation
Part 3 Fully Booked
Part4 Cancelling a reservation
Room Reservation
Part 1
Handling a Reservation
Task 1 Speaking
Task 2 Listening
Task 3 Role-play
Learning Objectives
Get familiar with the procedures of handling room reservations
Memorize the useful expressions in room reservation
Role play the dialogues
Clerk 员工
Client/guest 顾客
Receptionist 接待员
Book/Reservation 预订
Confirm/Confirmation 确认
Cancellation 取消
Arrival date 抵店日期
Departure date 离店日期
Full name 全名
Free of charge 免费
Words
Single room 单人间
Double room 双人房
Twin room 标准间
Triple room 三人间
Suite 套房
Deluxe suite 豪华套房
Presidential suite 总统套房
Room change 房价
Special rate 优惠价
Service charge 服务费
Discount 折扣
Making Reservations over Phone
C: Good morning. Room Reservations. May I help you
G: Yes. I’d like to reserve a room.
C: Thank you. For which date
G: From January 5th.
C: For how many nights
G: For four nights.
C: How many guests will there be in your party
G: Just my wife and myself. So I prefer a double, please.
C: Hold the line, please. I’ll check our room availability for those days. Thank you for waiting, we have a double at RMB 1,000 and at RMB 1,500. Which would you prefer
C:clerk G:guest
Task 1 Speaking
Task 1 Speaking
G: I’ll take the one at RMB1,500..
C: Certainly. May I have your name and initials, please
G: Yes, it’s Tom Cruise T.C.
C: Mr. Tom Cruise. May I have your phone number, please
G: Yes, the number is 010-8207360.
C: What time do you expect to arrive, sir
G: Oh, around 7 p.m., I suppose.
C: I’d like to confirm your reservation. a double room for Mr. and Mrs. Cruise at RMB1,500 yuan per night for four nights from January 5th to 9th. My name is Mary and we look forward to serving you.
Responses
Asking information

1.For which date？
2. For how many nights
3. Which kind of room would you prefer, a double or a single
4. Could you give me your name, please
5. May I have your telephone number, please
ANSWER
Asking Information
1.For which date？
2. For how many nights
3. Which kind of room would you prefer, a double or a single
4. Could you give me your name, please
5. May I have your telephone number, please
From January 5th.
For four nights.
A double room.
Yes, it’s Tom Cruise.
Yes, the number is 010-8207360.
Speaking Time
Task 1 Speaking
Task 2 Listening
Listening practice Listen and write down what you heard.
1.Sorry, sir. We don’t have your reservation.
2.May I have your credit card number
3.What type of room would you like
4. How many guests will there be in your party
5.
Task 3 Role-paly
Mr. Smith is calling to make a reservation for a Double Room for his colleague, Mr. Terry Thompson, who is arriving in China with his wife on October1.
Reservation for others
Good morning. Room Reservations. May I help you.
Yes, I’d like to reserve a room.
Task 3 Role-play
Tips
greet the guest
telephone number
name
room types
date of arrival and departure
Task 3 Role-play
R: Good morning. Room reservation. May I help you
G: Yes, I’d like to reserve a room for a colleague.
R: Thank you, sir. Which date would that be
G: For one week. From October 1 to 7.
R: Which kind of room do they want
G: A double. He’ll be accompanied by his wife.
R: Could you hold the line, please I’ll check our room availability……thank you for waiting. I’m afraid we have no double rooms, but we do have some twin rooms at RMB1,000 and RMB1,500 available.
G: The one at RMB1,500 sounds fine.
Example dialogue
Task 3 Role-play
R: Certainly, sir. May I know the name of your colleague and his wife.
G: Mr. and Mrs. Terry Thompson.
R: Thank you. May I have your name and telephone number, please
G: Yes, it’s 820730, extension 1301. I work in IBM China. My name is Bill Smith.
R: Do you know their flight number and arrival time.
G: Yes, it’s Pan American Flight #009. his flight arrives at 2 p.m., ao he should be there by 5 p.m. at the earliest.
R: Thank you very much. My name is Mary. If you have any further enquiries, please don’t hesitate to contact me. We look forward to serving your colleague.
Example dialogue
Making Reservations for a Group
R: Fortune Hotel. Reservations. May I help you
G: Yes. My name is Bill Richard calling from the International Trading Company. I‘d like to reserve rooms for my group.
R: What rooms do you prefer
G: We have30 people. Fifteen twin-bed rooms with a bath, please.
R: For which dates, Mr. Richard
G: From January 22 to 24.
R: Just a moment, please. Fifteen TWBs for January 22,23 and 24.Yes, we still have those rooms available.
R=Reservation Clerk G=Guest
Extension Topic
G: Then how much do you charge
R: 600 yuan RMB.
G: Fine. One more thing ,may we use the hotel meeting room during our stay in your hotel We are to have a meeting on the afternoon of January 23, from 3:00 p. m to 5:00 p.m.
R: No problem. We can make it for you ,but we charge 400 yuan RMB per hour for the use of the hotel meeting room.
G: Oh, I see. Any discount
R: There is a 15 percent discount. And we'll send you a confirmation by fax within five days. May I know your fax number, please
G: You may fax at 69691818.
R: Thank you, Mr. Richard.
Extension Topic
Review
The Procedures of Reservation
1
2
5
3
4
6
7
Greeting
Reservation Information
arrival date
departure date
length of staying
room type
Number of rooms
number of guests
Reservation record
fill out the reservation card
Guest information
guest name
name of group
contact name
telephone number
Confirm
accept
confirm
Wishes
express your wishes
Searching
available room
needed room
(Room) Reservations. Can I help you？
Which kind of room would you like
When would you like your room, sir
For which date
How many nights, please
How long do you plan to stay
How many guests will there be in your party
How many people in the room for
Could you hold the line please
May I have your credit card number
Useful Expressions
Could/may I have your name/address/telephone number
I’ll check if we have vacancy.
A single room is 90$ per night, with a 10% service charge.
We have special rates today.
We have twins at US$120 and US$180 per night.
We offer a 10% discount for group reservation ,sir.
We will need an advance deposit of $180.
I can book you a double room for….(date)
I’ m afraid we have no single room available as it is peak season.
We are looking forward to serving you.
Useful Expressions
Room Reservation
Part 2
Confirming or Adjusting a Reservation
Task 1 Speaking
Task 2 Listening
Task 3 Role-play
Task 1 Speaking
R: AIB Hotel .Good morning. May I help you
B: Yes. This is Adrien Brody. I’d like to make an adjustment of my reservation.
R: Certainly, Mr. Brody. May I have the date of your reservation, please
B: It is on April 18th, for 5 nights. My flight to Beijing extends to 23rd because of the company arranging. So I have to stay in the hotel for one more night until the 23rd.
Adjusting Reservations over Phone
Mr. Brody (B) calls AIB Hotel to adjust his reservation. The Telephone rings and a receptionist (R) answers the phone.
Task 1 Speaking
R: Could you hold on a second, please I’ll check our reservation record, Mr. Brody.(After a while) Yes ,Mr. Brody. You can have the twin room for 6 nights from April 18th to 23rd.
B: That’s great. Thank you.
R: You are welcome. We are expecting to see you soon.
1. Questions about the conversation
A: Why does the caller have to revise the reservation
His traveling schedule has to change according to the company’s arranging, so he called to revise the reservation.
B: What does the reservationist ask to know the date of the reservation
In order to find the reservation record quickly, the reservationist wants to know the date.
Task 2
Activities
Task 3 Role-play
Mr. Green is calling to revise a reservation. He booked a twin rooms from next Monday to Wednesday.
Room Reservation
Part 3
Fully Booked
Task 1 Speaking
Task 2 Listening
Task 3 Role-play
Task 1 Speaking
R: Good afternoon. This is Room Reservation. May I help you
W: Yes. Do you have a single room for seven nights from September 1st to 7th
R: Just a moment, please. I am sorry, sir. We are fully booked in that period.
W: Oh, that’s too bad.
R: Is it possible for you to change your reservation date
W: No, I’m afraid not.
R: Would you like us to put you on your waiting list and call you in case we have a cancellation
W: That sounds good, but if you do have any cancellations, could you let me know as soon as possible
Fully Booked
Mr. Wang (W) calls Beijing Hotel. The Telephone rings and a receptionist (R) answers the phone.
Task 1 Speaking
R: Sure. Besides, you can check on the Internet to see if you have the reservation. We have a global reservation system through the Internet. Our web site is www..cn.
W: Thank you. That's very kind of you. By the way, could you please recommend me another hotel which is close to your hotel Just in case.
R: Certainly. I'd suggest that you may try Beijing International Hotel.
W: Do you know the rate for a single room there
R: Well, the same with our hotel. It is US 100 per night.
W: I see. Do you know the telephone number
R: Yes, it’s 010-5679-3243.Shall I call the hotel for you now
W: No, thank you very much. I really appreciate your help. Goodbye.
R: Goodbye. Thank you for calling.
1. Questions about the conversation
If a guest calls to make a reservation when your hotel happens to be fully booked, what advice would you give to the guest
You can give some advice as follows:
Suggest other type room that is available;
Put the guest on waiting list if allowed;
Change the arrival time if possible;
Advise other hotels;
Activities
Task 2
Sorry,
we are over-booking.
A. Mr. Black would like to book a double room from March 4 to 7. Unfortunately the hotel is fully booked for those days. The reservationist booked a double room from a nearby hotel for Mr. Black.
B. Mr. Zhu is calling to reserve 10 double rooms for a group from August 4 to August 9 .Unfortunately, there are not enough double rooms in the hotel.
Task 3 Role-play
Room Reservation
Part 4
Cancelling a reservation
Task 1 Speaking
Task 2 Listening
Task 3 Role-play
Task 1 Speaking
R: Room Reservation, May I help you
B: Yes. I’d like to cancel a reservation, because the meeting schedule has been delayed.
R: That's OK. Could you tell me under whose name the reservation was made
B: It's under my name, B-L-A-C-K.
R: And what was the date of the reservation
B: From January 16th for three nights.
R: Excuse me, but is the reservation for you or for another party
B: For myself.
Cancelling a reservation
Mr. Black (B) calls Beijing Hotel to cancel his reservation. The Telephone rings and a receptionist (R) answers the phone.
Task 1 Speaking
R: Thank you, Mr. Black. I’ll cancel the reservation under you name--BLACK for January 16th for three nights. But Mr. Black, would you like to make another reservation for another date now
B: No, thank you. I'll do it when the schedule settles down.
R: All right, Mr. Black. Glad to be of service.
B: Thank you for your kindness.
R: It's my pleasure. Goodbye.
Task 2
1. Questions about the conversation
A . What’s the difference between the twin room and the double room
The twin room is equipped with two twin-size bed. And the double room a double-size room.
B . Try to explain the difference between unguaranteed reservation and guaranteed reservation.
For the unguaranteed reservation, hotels only hold the room by 6 p.m in peak time.
Activities
Task 3 Role-play
Miss Cage has booked a double room from March 4 to 7. Unfortunately the travel agency changes the schedule, so she has to cancel the reservation. The receptionist accepts the cancellation.
Work in pairs
Thanks
for Your Attention!

展开更多......

收起↑