chapter-1-Room-Reservations-酒店情景英语PPT课件

Chapter1RoomReservationspage**Presentationpage**Presentationpage**Presentationpage**Presentationpage**Presentation PartIDialogues PartIIVocabularyStudy PartIIIListeningandSpeaking PartIVPracticalWriting PartVFeatureReadingpage**PresentationReceivinganFITReservationContext:SuHuiisthereservationsclerkforEvergreenHotelinChina.Sheisreceivingreservationrequestsfromacustomeronthephone.Pre-listeningquestions:Whatisthetypeandnumberofroom(s)required?Whatistheguest’sflightnumber?Staff:Goodmorning.Reservations.SuHuispeaking.HowmayIhelpyou?Guest:Goodmorning.I’dliketoreservearoomfornextThursdaythe18th.Dialogue112page**PresentationStaff:Yes.Forhowmanynights,please?Guest:Threenights.Staff:Andwhattypeofroomdoyouprefer?Guest:Atwin-bedroom,please.Staff:IcandoastandardtwinbedroomforRMB800pernight,oradeluxetwinatthespecialrateof1,000pernight.Guest:Er…I’lltakethedeluxetwin,please.Staff:MayIhaveyoursurnameandinitial,please?Guest:Yes,mynameisMr.C.White.Staff:Couldyouspellthesurname,please?Guest:Yes,it’sW-H-I-T-E,andtheinitialisCforshort.page**PresentationStaff:Howareyouarriving?Guest:Byair.Staff:MayIknowtheflightnumberandarrivaltime?Guest:Yes,FlightMU736,arrivingPudongInternationalAirportat14:30p.m.BeijingTime.Staff:Letmeconfirmthedetailswithyou,Mr.White.Onedeluxetwin,check-indateThursdaythe18th,check-outdatethe20th,inthenameofCurtisWhite.TheroomratewillbeRMB1,000pernight.AmIcorrect?Guest:Yes,exactly.Thankyou.Goodbye.Staff:Thankyouforyourreservation,Mr.White.Goodbye.page**PresentationReceivingaCorporateReservationContext:JohnEvenswithLeslieInternationalLtd.IscallingthereservationsofEvergreenHoteltoreserveroomsforhiscolleagues.SuHuireceiveshisrequests.Pre-listeningquestions:Willtheguestsbeaccommodatedbefore2:00p.m.?Whowillconfirmthepaymentdetails?Dialogue212page**PresentationStaff:Goodafternoon.Reservations,SuHuispeaking.HowmayIhelpyou?Guest:Goodafternoon.ThisisJohnEvenswithLeslieInternationalLtd.Here.Pleasereservetwosinglerooms.Staff:Whenwasthatfor,please?Guest:Twonights.FromOctoberthe15ththroughOctoberthe17th.Staff:Pleaseholdthelineonemoment.Iseeyourcompanyhasanarrangementwiththishotelfordeluxerooms.theratewillbeRMB989pernight.Guest:OK,that’llbefine.page**PresentationStaff:MayIhavetheguests’names,please?Guest:That’sMr.TforTomLong,andMr.DforDavidSmith.Staff:Whattimewilltheybearriving?Guest:TheyarearrivingbyaironFlightMU536,at12:10p.m.Staff:MU536,arrivingat12:10p.m.Ourcheck-intimeis2:00p.m.,sowewilltryourbesttoaccommodatetheguestsshouldtheycheckinbeforethattime.Guest:Yes,Iunderstand.Staff:Willthecompanysettlethefullaccount?Guest:Theguestswillsettletheirownexpensesoncheck-out,excepttheaccommodation.page**PresentationStaff:Canyouconfirmthosepaymentdetailsinwriting,please?Guest:Yes,I’llfaxourconfirmationtoyou.Staff:TwodeluxesinglesatarateofRMB989eachpernight,inthenamesofMr.TomLong,andMr.DavidSmith,check-indateFridayOctoberthe15th,check-outdateSundayOctoberthe17th.Youwillconfirmthebillingarrangementinwriting.Guest:Thankyou,Mr.Evens.Ihopewecanbeofhelpagainsoon.Goodbye.page**PresentationContext:Mr.RobertstelephonesthereservationsofEvergreenHoteltoreserveoneguaranteedsingleroom.Thereservationclerkasksforthenecessarydetails.Pre-listeningquestions:Howlongwillhecustomerbestayinginthehotel?Howdoestheguestguaranteethereservation?ReceivingaGuaranteedReservationDialogue312page**PresentationStaff:Goodmorning.Reservations,SuHuispeaking.HowmayIhelpyou?Guest:Goodmorning.I’dlietoreserveasingleroom.I’llbegoingtoShanghaifromNewYorknextmonth.Staff:MayIknowyourarrivalanddeparturedates,please?Guest:FromTuesdayOctoberthe3rdtoThursdayOctoberthe5th.Staff:That’llbetwonights.Onemoment,please….Yes,wecandoastandardsingleforRMB800pernight,orasuperiorsingleforRMB1,000pernight.Whichdoyouprefer?page**PresentationGuest:I’lltakeonestandardsingleroom.Staff:MayIhaveyoursurnameandinitial,please?Guest:Yes,mynameisMr.D.Brown,B-R-O-W-N.Staff:Isthisacompanybooking,Mr.Brown?Guest:No,I’monapersonaltrip.Staff:Doyouwishtoguaranteetheroom?Guest:Yes,Ineedto.Staff:Willthatbeyourcreditcardorwillyoupayinadvance?Guest:Mycreditcard,please.Staff:MayIknowthetypeofcardanthecardnumber?Guest:Yes,it’smyAmericanExpress.Thecardnumberis8643-2003-2105,expirationdate12/28/2008.page**PresentationStaff:Thanks,Mr.Brown.OnestandardsingleroomarrivingonThursdayOctoberthe3rdanddepartingonThursdayOctoberthe5th,inthenameofMr.D.Brown.TheratefortheroomwillbeRMB800pernight.Thisisaguaranteedreservationandwillbeheldforyou.Yourcreditcardnumberis8643-2003-2105.amIcorrect?Guest:Yes,that’scorrect.Thankyouforyourhelp.Goodbye.Staff:Goodbye,Mr.Brown.page**PresentationContext:Mr.Clinton,alocaltravelagent,hasbookedroomsinEvergreenHotelinthenameofClaudeTravel.Butduetohiscustomer’srequestsforchangesinthebooking.,hecallsthereservationsagaintoalterhisbooking.Pre-listeningquestions:WhatareMr.Clinton'srequestsforchangesinthebooking?HowdoesSuHuiconfirmthechange?RevisingaReservationDialogue412page**PresentationStaff:Goodmorning.Reservations,Suuispeaking.HowmayIhelpyou?Guest:Goodmorning.ClaudeTravel.I’mcallingtorevisethereservationwemadeyesterday.Staff:Canyoutellmewhohasmadethereservation,please?Guest:OursecretaryLeslieFong.Staff:Justholdthelineonemoment,sir.…Yes,Icanseeit.Howwouldyouliketochangeit?Guest:Noproblem.Whatelse,sir?page**PresentationStaff:Ourcustomerwantstohavedeluxesinglesinsteadofstandardsingles,ifpossible.Guest:Onemoment,please.Yes,deluxesinglesareavailable.I’llupgradetenstandardsinglestodeluxerooms.MayIhaveyourname,please?Staff:MynameisMr.L.Clinton,C-L-I-T-O-N.Guest:Whatisyourtelephonenumber?Staff:66558899,extension208.Guest:That’s66558899,extension208.arethereanyotherchanges,Mr.Clinton?Staff:No,sofarsomuch.page**PresentationStaff:OK,letmeconfirmthedetailswithyou.You’vereservedtendeluxesinglesandfivetwin-beddeddoublesforfivenightsinthenameofClaudeTravel.ThechangesandcancellationweremadebyMr.L.Clinton.AndyourconfirmationnumberisC55662.Guest:Yes,sorrytohavecausedyousuchatrouble.Staff:Notatall.I’malwaysatyourservice.page**PresentationVocabularyStudyReservationn.Reservev.FITreservationReservationclerkEvergreenHotelTwina.Deluxea.Raten.Surnamen.Initialn.预定预定散客预定预定员长青饭店双人的豪华的价格；费用姓氏起首字母page**PresentationFlightnumberArrivaltimeInthenameofConfirmv.Cancellationn.Check-inCorporatea.CorporatereservationHoldthelineAccommodatev.（飞机）航班号抵达饭店时间以（某人）的名义确认取消入住登记公司的公司预算别挂断电话提供住宿page**PresentationSettlev.Accountn.Faxn.BeofhelpGuaranteev.GuaranteedreservationDeparturedateOnapersonaltripCreditn.Creditcard结帐所欠帐目传真；用传真发送提供帮助保证有保证预定离店时间　私人旅行信用；（银行存款）信用卡page**PresentationInadvanceAmericanExpressExpirationn.Holdv.Revisev.TravelagentDuetoAlterv.Cancelv.Insteadof提前美国运通卡信用卡截止有效日期保留修改旅行社因为，由于变更取消取代page**PresentationIfpossibleAvailablea.Upgradev.Extensionn.SofarsomuchConfirmationnumberAtone’sservice如果可能的话有空的升级（电话）分机号到目前为止就这些确认号乐意帮助page**Presentation -----reservea.abletobeused -----rateb.totellsb.thatapossiblearrangement,date,timeetc,isnowdefinite3.-----guaranteec.afixedstandardroomchargeorpayment4.-----availabled.toarrangeforaplaceinahotel,restaurant,planeetc.Tobekeptforsb.5.-----confirme.topromisetopayfortheroomevenifitisnotusedExercise1:Matchtheexpressionsontheleftwiththebestmeaningontheright.page**Presentation C-----------guaranteedreservationsarethemostcommonformofguaranteedreservation. Aguaranteedreservationassurestheguestthatthehotelwillh-----aroomuntilaspecifictimeofthedayfollowingtheguest’splannedarrivaldate. Aprepaymentreservationrequiresthatapaymentinfullbereceivedi----------.Exercise2:Completethefollowingwithwordsorexpressionsfromthedialogues.page**Presentation4.Ifagueststaysuntilthenightofthe12thandleavesonthemorningofthe13th,thed----------isthe13th,notthe12th.5.Hetelephonesthehoteltobookeightsingleroomsforthreenightsi--------------------EricaTravel.page**Presentation接预定电话或接待上门预定客Goodmorning.Reservations.SuHuispeaking.Reservations.SuHuispeaking.HowmayIhelpyou?HowcanIhelpyou?WelcometoEvergreenHotel!MayIhelpyou?1.FunctionalSentencespage**Presentation获取预定信息do/willyou?Howmanynights….requiretheroomHowlong…plantostayWhattypeofroom…requireHowmanyrooms…requirepage**PresentationMayIhave,please?yoursurname/initial/yourtelephonenumber/yourfaxnumber/thecompanyname/thecompanyaddress/creditcardnumber/thewaytocontactyoupage**Presentation,please?Forhowmany/howmanywasitforForhowmanynights/forwhichdatesWhoisthebookingforCanyouspellthesurnameYourdateofarrival/yourdateofdeparturepage**PresentationHowwouldyoulike?Adeluxedouble/adeluxesuiteThewayofpayment/topaytheprepaymentToguaranteethebookingIsit?Acompanybooking/aprivatebooking/agroupbooking/aguaranteedreservationpage**Presentation请客人等待,please,sir/madam.Onemoment/justamonument/holdthelineamoment/letmehaveacheck房价Wecandoforpernight.Astandardtwin-beddedroom…RMB860.Adeluxetwin…RMB1,000Astandardtwin-beddedroom…RMB860,oradeluxetwin…RMB1,000page**PresentationWeshareforpernight.RMB860…astandardtwin-beddedroomRMB1,000…adeluxetwinRMB860…astandardtwin-beddedroom,orRMB1,000…adeluxetwinTheprice/rateforisAdeluxesingle…RMB960pernightAminimumoftenrooms…15percentoffpage**Presentation询问航班班次和抵达时间Howareyouarriving?Doyouhave?TheflightnumberandthearrivaltimefortheguestTheestimatedtimeofarrival订房已满.I’msorry,butAllroomsaretakenWehavenovacanciesatthemomentWe’rebookeduppage**Presentation确认预定We(can)confirm.TenstandarddoublesfromMaythe7thtothe9thYourcreditcardguaranteedreservationYourprepaymentguaranteedreservationAdvancedepositguaranteedreservationTravelagentguaranteedreservationContractguaranteedreservationWecanguarantee/holdYoutheroomsbookedafterOctober17Theroomuntil6:00p.m.page**Presentation Whatwouldyousaywhenreceivingareservationcallorawalkinguest? Couldyoumakecourteousphrases,usingthecustomer’sname? Howwouldyougetnecessaryinformationfromthecustomers? Howwouldyousellamoreexpensivetypeofroomtothecustomer? Whatwouldyousaytoaskthecustomertospellhis/hername?2.AnswertheFollowingQuestionspage**Presentationf.Howwouldyoutellthecustomeroftheroomrate?g.Howwouldyougetthetelephonenumberofthelocalcontact,andthetypeofthereservation?h.Whatwouldyousaytoaskfortheflightdetails?i.Whatarethewaystorepeatthedetailsbacktothecustomertoensurecorrection?j.Howwouldyouendtheconversationpleasantly,usingthecustomer’snameandthankinghimorherforthereservation?page**PresentationDialogue1Staff:Goodafternoon.Reservations.Guest:Goodafternoon.I’dliketobookaroom.Staff:WhatkindofroomGuest:Adeluxetwin,please.Exercise1:Listentotheshortdialogues.Fillintheblanks.Thenpracticewithyourpartner.page**PresentationDialogue2Staff:Goodmorning.Reservations.Lauraspeaking.Guest:Goodmorning.I’dliketoreservearoomfornextMonday.Staff:Yes,howmanynightswillyou?Guest:Threenights,please.Dialogue3Staff:MayIhaveyour,please?Guest:Yes,mynameisMrs.D.Truman.Staff:thesurname,please.Guest:Yes,it’sforTom,RforRonald,UforUganda,MforMike,AforAlpha,NforNancyandtheinitialisDforDavid.page**PresentationDialogue4Staff:Doyouhavetheguest’s?Guest:Yes,theyarearrivingbyaironflightAY336,arrivingat11:01a.m.Staff:AY336,11:01a.m.thankyou.Willthecompany?Guest:Yes.Pleasesendthebillforalltheexpensestothiscompany.page**PresentationDialogue5Staff:I’dlikeadoubleroomformywifeandmyself.Guest:therateforadoublewillbeRMBStaff:Mayweusethehotelmeetingroomduringourstayinyourhotel?Guest:Noproblem.Wecanmakeitforyou,butweperhour.Dialogue6Staff:Arrivingthe20thofMarch,fortwonights.Guest:SothatwillbeStaff:Yes,please.Guest:Pleaseholdthelineonemoment.WecanatRMB980pernight.page**PresentationExercise2:Listenandfillinthemissinginformation.Reservation#Mr/Mrs/Miss/MsArr.Date:Dep.Date:ETA:No.ofnights:Roomtype:No.ofrooms:No.ofpersons:Ratequoted:Contact/companyname:Address:PhoneNo.:FaxNo:Methodofpayment:Gtdbooking:page**PresentationStaff:Goodafternoon.Reservations.Guest:Thisis.I’dliketoreserveroomsformygroup.Staff:doyouprefer?Guest:Wehave30people.Staff:,Mr.Richard?Guest:Staff:..Westillhavethoseroomsavailable.Guest:Thenhowmuchdoyouchargeforeachroom?Staff:,equivalentto75USdollars.Guest:Fine.Onemorethings.Mayweusethehotelmeetingroomduringourstayinyourhotel?WearetohaveameetingontheafternoonofJanuarythe23rd,from3:00p.m.to5:00p.m.Exercise3:Listenandfillintheblanks.page**PresentationStaff:Noproblem.,theuseofthehotelmeetingroom.Guest:Oh,Isee.Canyougiveusaspecialratesinceoursisacompanybooking?Staff:.withinfivedays.Guest:Youmayfaxatareacode0572-54321818.Staff:,.page**PresentationStaff:(早上好.我是预定部的Julia.有何吩咐?)Guest:ThisisHenrySmithcallingfromAustralia.I’dliketoreservearoom,please.Staff:.(好的,史密斯先生.您要哪天的房?)Guest:FromJunethe14thStaff:(您要住几天?)Guest:Fournightsplease.Staff:(也就是六月十八日结帐离店.您打算要哪种房型,史密斯先生?)Guest:I’dlikeadoubleroomformywifeandmyself.What’stherate?Exercise4:CompletethedialogueorallywiththeChineseprompts.page**PresentationStaff:( 标准 excel标准偏差excel标准偏差函数exl标准差函数国标检验抽样标准表免费下载红头文件格式标准下载 双人间每天四百元.豪华双人间四百八十元.)Guest:I’lltakeadeluxedouble.Itisabout60USdollarspernight,isn’tit?Staff:(是的,史密斯先生.你们要好黄双人间,时间从六月到六月十八日共四天,是这样吗?)Guest:Yes,that’sright.Staff:(你们几点钟到店?)Guest:Around4:00p.m.Bytheway,doyouhavetheairportshuttlebus?Staff:(是的,史密斯先生.我们在机场有接待处.只要联系那里的机场代表,他们将会向您提供帮助.)page**PresentationGuest:That’sfine.Thankyou.Goodbye.Staff:.(谢谢您打来电话,史密斯先生.期待您的光临.再见.)page**PresentationExercise5:RolePlayJohnson先生打电话到长青饭店订房部,他要为自己和另外两位同事订三间普通单人房.事先公司与该饭店有约定，他们住宿的所有费用都由公司承担。假如你市预定员,请和你的搭档准备这个对话，并在班上表演.假如你是长青饭店的预定员，接到了一位自由行的散客打来的电话.她一人驾车来上海休闲旅游，故要订一间豪华单人房,并用信用卡保证订房.请和你的搭档准备这个对话，并在班上表演.国外一家贸易协会于近期要在上海召开年会.会议组织者致电大观圆饭店订房部,要求订18间标准双人对床房,4间豪华单人房,时间为三天.假如你市预定员,请和你的搭档准备这个对话，并在班上表演.page**PresentationHotelConfirmationCorrespondence饭店预定方式有多种.就直接预定而言,除了电话预定之外，个人或团体还可以用书信、备忘录等书面方式向订房部预定。另外，电子邮件、网络以及传真也是常用的预定手段,而且是最快的预定方式.一个饭店的订房部员工不仅要能读懂相关信函，更有必要掌握各种确认函的写作技巧，如确认信、确认传真等。下面以一个发给饭店订房部的传真预定函为例，说明确认信和确认传真的写作要点。page**PresentationUniverseTravelAgencyTexasFax:0335-5851632Date:October17,2004To:GrandViewHotel,Shanghai,PR.ChinaFrom:Mr.L.Johnson,salesmanager,UniverseTravelAgency,SydneySubject:RoomReservationMessage:PlsarrangeonedoubleroomforfournightsfromNovember5page**PresentationExercise:You’vejustreceivedafaxbookingasshowninthefollowing.WriteafaxconfirmationinyourrealnameforEvergreenHotel.page**PresentationStevenHighSchool1102NorthBlvdSanAntonia,TX78214,U.S.A.FAXTO:EvergreenHotel,112SunStreet,ShanghaiFaxNo.:884256668October18MESSAGE:Pleasereservetwodeluxedoublesfor4nightsstartingfromNovember10.pleaseguarantee-VISAcardnumber:6623504581001Thanks.D.Eliotpage**PresentationReservationOperationsPre-readingquestions: Whatdoes“reservation”mean? Whatarethebasicreservationactivities? Whyisitimportanttopreparereservationreports?page**PresentationReservationsdepartmentisthefirstcontactthataguesthaswithahotel.Itbooksorreservesaccommodationfortheguestforacertainperiodoftime.Intheprocessofreservation,roomsaresold,generatingrevenuesforthehotelandprovidingimportantinformationforthemanagementtoensurethehotelmoreprofitable.page**PresentationStaffinthereservationsdeterminestheguest’sfirstimpressionofthehotel.Theymustbewell-trainedinsocialskillsandsalesmanship.It’salsotheirdutytobeskillfulinfollowingreservationprocedures.Theproceduresstartwithreceivinginquiries,i.e.gettingfromtheguestreservationdetailsastodateofarrival,lengthofstay,roomtypeandnumberofrooms,numberofpersons.Whatfollowsistodetermineroomavailability-tocheckwhethertheguest’srequestcanbemet.Thiscanbedonethroughtheuseofforecastboards,reservationchartsandacomputerizedsystem.page**PresentationAforecastboardlookslikeacalendarpostedonthewallandprovidingroomstatusinformation.Roomavailabilitycanalsobedisplayedonconventionalchartsordensitycharts.Whileaconventionalchartshowstheavailabilityofeachroomofthehotelbyroomnumber,adensitychartdisplaysthetotalnumberofreservationsheldforeachtypeofrooms.page**PresentationHowever,duetooccasionallatecancellationsor“no-shows”,thehotelmaysustainlossinprofits.Onesolutiontothisproblemisoverbookingwhichmeansdeliberatelyacceptingmorebookingsthantheactualnumberofroomsavailabletolet.Inparticular,overbookingagreementsshouldbemadepartoftheGITbookingsthattakesalonglead-time.page**PresentationIftherequestforareservationisaccepted,areservationformwillbecompleted,andthebookingdetailsmustbeenteredintoahoteldiaryeithermanuallyorautomaticallytoupdatetheexistingbookings.Aconfirmationnumberisthenassignedtoeachreservationthatwilloftenbeaccompaniedbyacomputer-printedconfirmationformorslip,orapersonalizedconfirmationletter.page**PresentationIncaseofanychangesinthereservation,theoriginalshouldbespeedilyretrievedandamended,soreservationrecordsmustbekeptwitheasyaccess.Areservationamendmentorcancellationformusedtomakearecordofsuchchanges.Asmentionedearlier,thereservationscanprovideimportantmanagementinformation.Reservationreportsarepreparedonabasisoftime-daily,weeklyandmonthly,togathermanagementdataandinformation.Thesereportsfallintodifferenttypesasfollows:expectedarrivalanddeparturelists,roomavailabilityreport,groupstatusreport,specialarrivalslist,turn-awayreport,andrevenueforecastreport.page**PresentationItissaidthatthereservationsalsogeneratescustomersthatotherdepartmentsliveby,andnoonecandenythefactthatitkeepsthehotelrunning.page**PresentationExercise1:ChoosefrombelowanappropriateChinesetomatcheachequivalentinthepassage. 预定程序 可租房报表 应到预定客人未到 取消预定 超额预定 预定图表 密度图表 订房预报版 饭店日志 房态 特殊客人抵达名单 团体订房状态报表 预定至入住的时间 修改预定 销售技巧 预定 申请 关于撤销行政处分的申请关于工程延期监理费的申请报告关于减免管理费的申请关于减租申请书的范文关于解除警告处分的申请 表 常规图表 预定变更表 可租房 社交技巧 收入预测报表 包团旅游预订 预订取消表 预定确认信/条page**PresentationExercise2:SubstitutionPractice Reservationprocedurehelp(s)tomakesureofquickandaccuratehandlingoftheguest’srequest.a.socialskillsb.salesmanshipc.personalqualityd.interpersonalcommunicationskillspage**Presentation2.Informationfromtheroomavailabilityreportcanhelpahoteltoplanitsbudgetorforecast. Groupstatusreport Specialarrivallist turn-awayreport Revenueforecastreportpage**Presentation3.Theassociationconventionpresent(s)thegreatestpotentialfor“no-show”. LotsofGITbookings Alonglead-timebooking Latecancellations Overbooking amendmentspage**Presentation4.Beforeacceptingareservation,itisnecessaryforthestafftochecktheroomavailabilitytoavoidexcessiveoverbooking. Roomstatus Forecastboards Reservationcharts Densitycharts Conventionalcharts Hoteldiarypage**Presentation5.Areservationformisanimportantdocumentofreservationrecords. Reservationamendmentform Reservationcancellationform Confirmationletterorslip