What do you need to take into your
consideration while making a reservation
in a hotel?
Return
Task
You work in APD Ltd. Your company will have 15 guests (12 are female and 3 male) coming from USA next Tuesday for a trade fair. They will be arriving in your city on Saturday, 21st May. And will be staying for one week. They will have a six-day meeting in the hotel and a city tour on the last day. Please make a preparation list for making reservations.
中左一组的彼得、约翰和犹大三人最富有表情，也是画上 的主要角色。坐在耶稣旁边的约翰歪着身子眼睛向下，两 手手指交叉，有气无力地放在桌上，作出忧愁状。火性的 彼得，则情绪激昂，他从座位上跳起，似乎在问约翰，叛 徒是谁？他手中已握着一把刚切了面包的刀，无意地靠近 了犹大的肋部。而犹大，听了耶稣的话后，情绪紧张，身 子稍向后仰，右臂支在桌上，右手紧握钱袋，露出一种抑 制不住的惊恐。这十三个人中，只有犹大的脸色是灰
Chapter-2 Business Communication
商务交际
UNIT One –Reception
Learning Objectives ： Make reservations Make introductions Start and encourage small talks Make, receive and decline invitations Entertain visitors Have cross-cultural awareness in
R: OK. May I have your name please? L: Of course. My name is Louisa Kailer from KAD
Couputer System. 2)______________________. R: Naomi Singh and ANdrea Koss… Right, no
Cross- Cultural Focus--Number 13
unlucky in many countries : western Europe, North America, and
Australia. the 13th day of the month, Friday.
Floors buildings 12 -- 14.
make sure.
R: OK. I see.
L: Thank you very much. Bye-bye.
R: Bye.
Acting out
Pair work. One is Kim wilson, calling to Plaza Hotel to make a
reservation. The other is the receptionist, finish the following conversation with the hints in the brackets. (P.4-5)
Preparation Checklist for the USA Group
Return
Checklist for Making a Reservation
Number of guests: ___________ Name:_________ (my name and the name of the guests) Telephone No:_____________(mine for confirmation) Duration of stay:_____________ Type and number of rooms:_____________ Service: __________(restaurant, entertaining activities) Facilitities:____(conference rooms, shuttle for city tour) The way to pay:____________(credit card, cash, etc.)
.
How to respond?
Nice to meet you!
Nice meeting you!
Cross- Cultural Focus--appellation
How to address someone?
Western countries：
customary
first names
Barack Hussein Obama Jr
Cross-cultural Focus—Number 13
左边一组是由巴多罗米奥、安德烈、小雅各三人组成。巴 多罗米奥好象怀疑自己的耳朵听错了，从座位上跳起来， 手按在桌上，面对耶稣，情绪激动；安德烈双手张开，手 指向上。夹在中间的小雅各紧张地由背后伸手到第四个人 的肩上，形成两组间的联系。这三个人都面向耶稣。
What to introduce? What is the priority? How to respond?
What to introduce?
names, positions, sth more
What is the priority?
lesser authority higher one
Listening Practice and Acting out: Return P.4-5
Listening and Role-Play
Receptionist: Good afternoon! Holiday Inn. How can I help you?
Louisa: Hello! 1)____________. I need two rooms for my guests in my name.
Bidding farewells
Ａ：Making Reservations
Communication Knowledge
The first stage of an entire reception job is to arrange accommodations for the visitors.

Arranging accommodations Welcoming visitors
(1) Greeting and making introductions
(2) Starting and encouraging small talks
Arranging business activities (3) Entertaining visitors
for my guests in my name.
R: OK. May I have your name please?
L: Of course. My name is Louisa Kailer from KAD Couputer System. 2)My guests’ names are Naomi Singh and Andrea Kass.
R: Naomi Singh and ANdrea Koss… Right, no problem. 3)_When will they be arriving_ ?
L: 4) Next Sunday afternoon,and will stay for two weeks.
R: Sunday afternoon, 5) will be September5, and leaving on September19.
A superstition for 13 – Egyptians
12 steps on the ladder to eternal life Good luck charm – Belgium, Belgian women
Ｂ：Making Introduction
Communication Knowledge: After you get reservations ready, you may meet your visitors at the airport or at the office for the first time. It is neccessary for you to introduce yourself and introduce the others.
右边一组由马太、达太和西门组成。三个人听了这骇人听 闻的消息后，自发地谈论起什么来，三人的手都伸向画面 的中心。
中右一组是多马、老雅各、腓力。多马伸出一个指头，好 象在问老师：“有一个人要出卖你？”和他并坐的老雅各 张开两手，作惊奇的表示：“这是多么可怕呀！”年轻的 腓力则用双手掩着胸部，似乎说：“难道在怀疑我对老师 有背叛行为吗？”
I.n doubt
Barry
formal name
with title
C: Starting and Encouraging Small talk
Communacation Knowledge
*1. WHY do people make small talks? *2. WHEN do people make small talks? *3. WHAT do people make small talks about?
but I will call you as soon as I make sure. R: OK. I see. L: Thank you very much. Bye-bye. R: Bye.