Fax （传真订房）
e-mail (邮件预定)
Reservation
预定
Warming-up
Watch a video and discuss: what are the key points in reservation?
Reservation
订房8大要素
➢客人/代订人/团体姓名 ➢联系电话 ➢所需客房类型 ➢价格或折扣 ➢所需客房数量 ➢抵/离店日期&时间 ➢入住天数 ➢订房入住当天的保留时间
Service Procedure服务流程
1. Greet the guest
Hello Sir/Madam, XXX hotel. May I help you?
2. Taking a reservation What type of room do you need/prefer? And how many person will there be in your party? 3. Referring to dates and times
7. confirm the details
I would like to confirm your reservation. Mr./Ms. XXX, you have booked/reserved …room from…to…, the price is …and your telephone number is…….. Is that right?
双人间 twin room
Room type
套房 suite
总统套房 presidential suite
Room type
大床房 double room
三人间 triple room
Room type
Deluxe suite 豪华套间 Business suite 商务套间 Economy room 经济套间 sea view./mountain view room 海景房/山景房 Beach villa /water villa沙屋 /水屋 Extra bed 加床 Face to the south / with a front view朝阳 With bath /shower 带浴室/淋浴
Dialogue
C: What time do you expect to arrive, Mr. Brown? J: Oh, about 6:30 p.m., I suppose. C: Well，I‘d like to confirm your reservation. A single room for Mr. Brown at 480 yuan per night for three nights from Sep. 15th to 18th. J: Right. C: Thank you, Mr. Brown.
C: For which date? J: From September 15th to 18th.
C: Which kind of room would you like, a double or a single? J: A single, please.
C: May I have your name and phone number? J: Jack Brown and the number is 3626833.
(room type) I am sorry, we are fully booked on those days. Would
you change your reservation date? 5.Stating the price It’s…per night. (we will give you …off). 6. Asking guest’s information. May I have your name and your telephone number? How do you spell your last name?
8.Thank the Guest
Thank you, we looking forward to seeing you.
Dialogue
C：Clerk 职员
J：Jack 杰克
C: Good morning. May I help you?
J: Yes, I‘d like to reserve a room for three days, please.
For what dates? How many nights do you wish to stay? 4. Accepting or refusing the booking. Let me see if there is a room available. Well. We
have….
It’s all right for (date )but not (date ) We don’t have any (room type), would you mind having
Reservation Card
Mr. / Mrs. / Miss: Arrival Date: No. of rooms:
Departure Date: Room Type:
No. of Persons : Booked by: Approve by:
酒店情景英语 Unit 1
Front desk
Lesson1 Reservation
Lesson1 Reservation
Front desk
How can I make reservations?
face to face 柜台预定
Telephone (电话预定)
reservation
Internet （网络订房）
Guest Name Telephone Number Room Type Price / Discount Number of Rooms Arrival Date/Departure Date Length of Staying Cut-off Time
Room type