Hotel English
Rebecca
Room Reservations 客房预定
• Objectives
-how to receive reservations
-how to confirm reservations
“First come, first served”.
先到者，先招待
Part 1. Dialogue
• Receiving an FIT Reservation
接待散客预订
• Receiving a Corporate Reservations
接待公司预订
• Receiving a Guaranteed Reservations
接待有保证预订
• Revising a Reservations
变更预订
• Receiving an FIT Reservations
-
Type of room
Number of room
Length of stay
Price/rate
Guest name/contact
number/address
- How is arriving/arriving time/flight
number
• Receiving a Corporate
Reservations
- Company arrangement/
contract
- Contract price
- How to pay account
- Confirmation (letter or fax)
• Receiving a Guaranteed
Reservation
Form of guaranteed reservations:
1. Prepayment
2. Credit card (card number)
3. Advanced deposit
4. Contract or agreement
• Revising a Reservations
- What kind of change
- Confirm name and phone
number
- Anything else
Part 2. Listening and Speaking
• Functional sentences
接预订电话或接待上门预订客
Good morning._________
• Reservation. Su Hui speaking.
• Reservations. Sui Hui speaking.
How may I help you?
• How can I help you?
• Welcome to Evergreen Hotel. May I
help you?
获取预订信息
_________do/will you________?
• How many nights…require the
room
• How long…plan to stay
• What type of room…require
• How many rooms…require
May I have_______,please?
• Your surname/initial/your
telephone number/your fax
number/the company name/the
company address/credit card
number/the way to contact you
_________,please?
• For how many/how many was it for
• For how many nights/for which
dates
• Who is the booking for
• Can you spell the surname
• Your date of arrival/Your date of
departure
How would you like________?
• A deluxe double/A deluxe suite
• The way of payment/to pay the
prepayment
• To guarantee the booking
Is it____________?
• A company booking/a private
booking/a group booking/a
guaranteed reservation
请客人等待
__________,please,Sir/Madam.
• One moment/Just a moment/Hold
the line for a moment/Let me have
a check
房价
We can do ______for_____per night.
• A standard twin-bedded
room…RMB 860
• A deluxe twin…RMB 1,000
• A standard twin-bedded
room…RMB 860, or a deluxe
twin…RMB 1,000
We charge____for____per night.
• RMB 860…a standard twin-bedded
room
• RMB 1,000…a deluxe twin
• RMB 860…a standard twin-bedded
room, or RMB 1,000…a deluxe twin.
The price/rate for____is____.
• A deluxe single…RMB 960 per
night
• A minimum of ten rooms…15% off
询问航班班次和抵达时间
How are you arriving?
Do you have_______?
• The flight number and the arrival
time for the guest
• The estimate time of arrival
确认预订
We (can) confirm_______.
• Ten standard doubles from May
the 7th to the 9th
• Your credit card guaranteed
reservation
• Your prepayment guaranteed
reservation
• Advance deposit guaranteed
reservation
• Travel agent guaranteed
reservation
• Contract guaranteed reservation
We can guarantee/hold_______.
• You the rooms booked after
October 17
• The room until 6:00 p.m.
订房已满
I’m sorry, but________.
• All rooms are taken
• We have no vacancies at the
moment
• We’re booked up
• Role play (prepare in pairs
and practice on the class)
Johnson 先生打电话到长青饭店
(Evergreen Hotel)订房部,他要为自
己和另外两位同事订三间标房，时间
为三天，从1月30号到2月1号。事先
公司与该饭店有约定（agreement),
他们住宿的所有费用都由公司承担
（settle all the accounts)。假如你
是预订员，请和你的搭档准备这个对
话，并在班上表演。
Part 3. Practical Writing
Hotel Confirmation
Correspondence
饭店确认信函
• Letter
• Fax
Homework: you’ve just received a
fax as shown in the following.
Write a fax confirmation in your
real name for Evergreen Hotel.
Evergreen Hotel
112 Sun Street
Shanghai
Fax No.:88 425 6668
FAX TO: D.Eliot
Steven High School
1102 North Blvd.San Antonia, TX78214
U.S.A
October 19
MESSAGE
We are pleased to confirm your
reservation of two deluxe doubles for 4
nights starting from November 10.
please do not hesitate to contact me if I
can be of any further assistance. Please
guarantee-visa card number:6623 50458
1001
Sincerely yours,
xxx
Emily fong
Reservation Clerk
Part 4. Feature Reading
Reservation Operations
订房业务
Homework: read and translate this
essay into English
Reservation procedure 预订程序
Room availability report 可租房报表
No-show 应到预订客人未到
Cancellation 取消预订
Overbooking 超额预订
Reservation chart 预订图表
Turn-away report 拒收客人报表
Density chart 密度图表
Forecast board 订房预报板
Hotel diary 饭店日志
Room status 房态
Special arrival list 特殊客人抵达名单
Group status report 团体订房状态表
Lead time 预订至入住时间
Amendment 修改预订
Salesmanship 销售技巧
Social skill 社交技巧
Reservation form 预订申请表
Conventional chart 常规图表
Amendment chart 预订变更表
Room availability 可租房
Revenue forecast report 收入预测报表
GIT booking 包团旅游预订
Cancellation form 预订取消表
Confirmation letter/slip 预订确认信/条
• Extra exercise
Dialogue:
A: 大酒店订房部。能否为您效劳？
B: 我要预订一个房间周末住。有空房吗？
A: 您要单人房还是双人房？
B: 双人房。住星期六、星期天。
A: 先生，很抱歉，周末所有的双人房都
定满了，只有单人房。
B: 单人房价多少？双人房呢？
A: 单人房70美元一夜，双人房100美元，
均免费供应大陆式早餐，另加10%服
务费。
B: 单人房的床是否是特大号的？
A: 是的，先生。
B: 行，我不在乎住有特大号床的单人房，
请为我预留一间。打折吗？
A: 这已是假日优惠价啦。很抱歉，不打
折。请告诉我您的名字和电话号码好
吗？
A: Grand Hotel. Reservations. What
can I do for you?
B: I’d like to reserve a room for this
weekend. Do you have one
available?
A: Do you want to have a single
room or a double room?
B: Double room for Saturday and
Sunday.
A: Sorry, sir. All double rooms are
completely booked up for the
weekend. Only single rooms are
available.
B: How much is it for the single
room?…and double room?
A: 70 dollars a night for a single
room and 100 dollars for a double
room, all including free
Continental breakfast, additional
10% surcharge.
B: Do you have king size beds in a
single room?
A: I think so, sir.
B: All right. In that case, I don’t mind
having a single room with a king
size bed. Please reserve it for me.
Is there any discount?
A: Actually this is holiday promotion
price. There isn’t any further
discount on it. May I have your
name and phone number, sir?
• 酒店各部门名称
总经理室
营销中心
前厅部
管家部
公关部
预订部
房务中心
客房部
Executive Office
Sales & Marketing Centre
Front Office Department
Butler’s Office
Public Dept
Reservation Dept
Room Division Centre
Housekeeping Dept
康乐部 Recreation Centre
环卫部 Public Area Dept
洗涤部 Laundry Dept
餐饮中心 Food & Beverage Centre
会展部 Meeting Sales Dept
工程部 Engineering Dept
保卫部 Security Dept
人力资源部
Human Resource Dept
培训部 Training Dept
财务部 Accounting Dept
成本控制 部 Cost-control Dept
采购部 Purchasing Dept
信息中心 Information Centre
Dialogue A
A: Room reservations. Good
afternoon.
B: I’d like to book a double room for
Tuesday next week.
A: That’s fine, sir. A double room for
Tuesday, September 12th , with a
front view or rear view?
B: What’s the price difference?
A: A double room with a front view is
140 dollars per night, one with a
rear view is 115 dollars per night.
B: I think I’ll take the one with a front
view then.
A: how long will you be staying?
B: we’ll be leaving Sunday morning.
A: That will be five nights, sir. Thank
you very much, and we look
forward to seeing you next
Tuesday.
B: Good. That’s all settled then.
Good-bye.
A: Good-bye.
Dialogue B
A: Advance Reservations. Can I help
you?
B: Yes. I’d like to book a single room
with a bath from the afternoon of
October 4 to the morning of
October 10.
A: Yes, we do have a single room
available for those dates.
B: what is the rate, please?
A: The current rate is $50 per night.
B: What service come with that?
A: for $50 you’ll have a radio, a color
television, a telephone and a major
international newspaper delivered
to your room everyday.
B: That sounds not bad at all. I’ll
take it.
A: Very good. Could you tell me your
name, sir, please?
B: Yes, it is Moore.
A: How do you spell it, please?
B: It’s M-O-O-R-E.
A: M-O-O-R-E. And what is your
address, please?
B: It is 3600 Montague Boulevard,
Hattiesburg, Mississippi 39401
U.S.A..
A: Excuse me, sir, but could you
speak a little more slowly, please?
B: Sure, no problem. It’s 3600
Montague Boulevard, Hattiesburg,
Mississippi 39401 U.S.A..
A: Yes, so it is 3600 Montague
Boulevard, Hattiesburg,
Mississippi 39401 U.S.A.. Have you
got it?
B: That’ s right.
A: What about your telephone
number?
B: (601) 264-9716. By the way, I’d like
a quiet room away from the street
if that is possible.
A: A quiet room away from the street
is preferred. O.K.. We’ll mail you a
reservation card confirming your
booking as soon as possible. We
look forward to your visit.
B: Thank you and good-bye.
A: Good-bye.
The end
Thank you