资源简介

(共23张PPT)
Chapter 6 Sales and Marketing Department销售部
Unit 1 Making Reservations 预订
Training Objectives实训目标
After learning this unit, students will be able to:
1. Master the room types of a hotel.
2. Accept reservations.
3. Confirm reservations.
4. Suggest which room is suitable for customers.
5. Handle the situation when the hotel is fully booked.
Working Procedures工作程序
Greetings→ Asking the Date of Arrival and Departure → Asking the Room Type→ Checking the Room Availability→ Telling the Room Rate→ Asking the Guest’s Name and Telephone Number→ Making the Confirmation →Expressing Appreciation and Good Wishes
New Words and Expressions
1. reserve v. 预定
2. confirm v. 确认
3. rate n. 价格
4. front view 前景
5. rear view 后景
6. in the name of 以……的名义
Useful Words and Expressions
Room type
Price
Time
standard room 标准间
deluxe room 豪华房间
superior room 高档房间
presidential suite 总统套房
family suite 家庭套房
king-bed room 大床房
twin-bed room 双床房
sea view room 海景房
queen-size bed 大号双人床
extra bed 加床
studio couch 沙发床
cot 婴儿床
vacancy 空房
room rate 房间价格
special rate 特价
group rate 团队价格
contract rate 合同房价
deposit 预付
discount 折扣
guarantee 保证
credit card 信用卡
departure date 离开时间
arrival date 到达时间
duration of stay 入住天数
low season 淡季
peak season 旺季
Section C Practical Tips小贴士
I. Hotel Sales
Hotel sales is a management-level position where you would be responsible for marketing and growing demand for guestrooms, meeting spaces and other hotel services to customer groups. Hotel hospitality and sales is one of the most important positions in the hotel. The business brought into the hotel by the sales team contributes directly to the hotel’s bottom line and is an important part of hotel profitability. The sales manager reports directly to the director of sales.
II. Knowledge Needed to be a Hotel Reservationist
Customer and Personal Service: Knowledge of hotel principles and procedures for providing customer and personal services. This includes understanding the customer needs providing quality standards for services, and evaluation of customer satisfaction.
English Language: Knowledge of structure and content of the English language including the meanings and spelling of words, rules for composition and grammar and of course speaking.
Public Safety and Security: Knowledge of exercise equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions.
Transportation: Knowledge of transportation rules for moving people or goods by air, rail, sea, or road, including the relative costs and benefits.
Section E Summary总结
In this unit, we have learned how to make reservations and how to confirm reservations. Staff members in Reservations determine the guest’s first impression of the hotel. They must be well-trained in social skills and salesmanship. It’s also their duty to be skilled in the reservation procedures.
Unit 2 Advertising 广告促销
Training Objectives实训目标
After learning this unit, students will be able to:
1. Negotiate with clients about the rates or terms.
2. Acquire sales and communicative skills.
3. Know how to be qualified staff.
4. Solve problems while booking conferences.
Working Procedures工作程序
Making preparations→Greeting→Introducing the Facilities→Explaining the Rates or Terms → Handling Objections→ Closing→Following up (Build Long Term Relationship)
New Words and Expressions
1. slide n. 幻灯片
2. acoustics n. 音响效果
3. interpreter n. 口译者
4. state-of-art audio-visual equipment
一流的视听设备
5. overhead projector 高射投影仪
6. simultaneous interpretation system
同声传译系统
Useful Sentences
Representative
Customer
Greetings
1. Good morning. /Good afternoon.
2. May I help you
3. What can I do for you
4. May I be of any service to you
1. Good morning /afternoon.
Introduce the Hotel’s Facilities
1. We have several conference rooms of various sizes which can accommodate 100 to 400 people.
2. We can provide / offer audio-visual equipment / simultaneous interpretation system.
3. There’s a multi-media projector.
4. Microphones are also provided.
5.We have all state-of-the-art audio-visual equipment
(全套一流的视听设备).
6. We can provide free drinking and snacks (点心).
1. What sort of facilities can you offer
2. I’d like to know a little about your facilities,
please.
3. Tell me a little about your matching facilities.
Representative
Customer
Introduce the Rates or Terms
1. The cost for the room is 800 yuan per day.
2. The cost for the Pearl Room (珍珠厅) is 400 yuan per day.
3. If you order now, a 10% discount will be given for using the meeting facilities.
4. The room rental of the conference room is 3 500yuan.
1. Could you give me the details of the costs, please
2. May I know the terms, please
3. Can you tell me the rates, please
4. I’d like to have your rates, please.
续表
Section E Summary 总结
In this unit, we have learned how to market a hotel’s products, how to negotiate with clients about the rates or terms and obtain some marketing skills.
Unit 3 Receiving VIP Guests 接待贵宾
Training Objectives实训目标
After learning this unit, students will be able to:
1. Get some knowledge of VIP guests.
2. Introduce the hotel facilities.
3. Welcome the guests.
4. Receive VIP guests.
5. Solve the problems may occur in receiving the VIP guests.
Working Procedures工作程序
Greeting→Welcoming the Guest→Introducing the Facilities and Service of the Hotel→Presenting the Gift

New Words and Expressions
1. render v. 提供
2. cafeteria n. 自助餐厅
3. souvenir n. 纪念品
4. token n. 纪念品
5. cater to 迎合，投合
6. on behalf of 代表
7. home away from home 宾至如归
8. for your information 为方便起见
Useful Words and Expressions
1.Yoga room 瑜伽房
2. gymnasium 健身房
3. chess& cards 棋牌
4. Cha restaurant 茶餐厅
5. room service 客房送餐服务
6. baby-sitting service 婴儿看护服务
7. concierge service 委托代办服务
8. The Brazil BBQ 巴西风情烧烤
9. health center 康体中心
10. beauty parlor 美容院
11. recreation center 娱乐中心
12. snack gallery 美食馆
13. banquet halls 宴会厅
14. give-away 赠品
15. brochure 手册
16. hotel collateral 饭店的宣传资料
Section B Handling Complaints/Case Discussion 投诉处理/案例讨论
One day, the hotel receives two VIP guests from a multinational corporation of Japan. The hotel has made full preparations for their arrival. The VIP guests have been arranged to stay in the executive suites and enjoy a VIP reception and the other staff members of the corporation are booked in standard rooms. After their check-in, one of the VIP guests comes to the front desk, asking why he has been assigned a standard room. It turns out later that it was the hotel receptionist who made the mistake.
Please make a comment on this case. What have led to the mistake If you are the manager, what will you do to deal with the situation What can you learn from the case
Section E Summary总结
In this unit, we’ve learned some basic knowledge about VIP guests, and how to receive VIP guests in a polite way.

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