Unit Three Room Reservation单元3客房预订

Procedure of Service服务流程

● Greet the guest.

● Get the following reservation information from the guest：

The dates of arrival and departure.

The number of the people.

The room type and the number of the room.

● Search for the vacancy needed in the computer.

● Get the following information from the guest：

The name of the guest or the name of the group.

The guest's telephone number.

（If there servation is made fortheother persons instead of himself, getthe contact nameand his telephone number.）

● Confirm the reservation.

● Make up the record of the reservation in the computer.

● Express your wishes to the guest.

Full house

● Greet the guest.

● Get the following reservation information from the guest：

The dates of arrival and departure.

● Tell the guest why the reservation can't be made.

● Give the suggestion.

● Express your wish to have another chance to serve him.

Points of Service Language服务语言要点

1.Polite expressions礼貌用语

Good morning/afternoon/evening.Room Reservations.May I help you？

早上好/下午好/晚上好。客房预订部。能为您服务吗？

Just a moment, please.I'll check the room available.

请稍等，我查一下房间预订情况。

Please wait a moment, sir.Thank you for your waiting.

请稍等，先生。让您久等了。

Sorry to have kept you waiting so long, sir.

对不起，先生，让您久等了。

It's my pleasure.We look forward to your arriva.l

很高兴为您服务。我们恭候您的光临。

You're welcome.We look forward to serving you.

不用谢。我们期待为您服务。

We look forward to having another chance to serve you.

我们期待能再有机会为您服务。

2.Finding out what the guest wants了解客人需求

What/which date would that be？

For when/which date？

请问订在什么时间？

When would you like your room？

您什么时间来住？

How long will you be staying？

请问您住多久？

For how many nights？

您准备住几个晚上？

What/which room would you prefer/like？

请问需要什么样的房间？

What type of room would you like？

您需要什么样的房型？

A double room or a standard room？

双人间还是标准间？

How many people？

几位客人？

How many rooms would you like？

您需要几间房？

May I have/know your name and your telephone number？

您能留下您的姓名和电话号码吗？

3.Confirming确认

Mr.Smith, you've booked/reserved a double room from the 14thto the 15thof May, and your telephone number is...

Smith先生，您预订了5月14日至15日的一个双人间，您的电话号码是……

I'm afraid that we have no record of the reservation（for the date）in your name. Shall I make a reservation for you now？

没有您的预订记录，我现在可以为您预订吗？

4.Giving the information about the room rates告知客人房价

The standard room costs 956 yuan per night.

标准间每晚956元。

One hundred and sixty（160）US dollars per night including/with breakfast.

包括早餐，每晚160美元。

A double room facing south is 170 US dollars.

向南的双人间170美元。

There is a 15 percent deduction for a group reservation.

团队预订8.5折。

5.The Reservation can not be made不能预订

Unfortunately, we're fully booked for（date）but you can reserve...

很遗憾，……日的客房都已订满，但您可以预订……

I'm sorry.I can't book you a room for the 17thof June.Is it possible for you to change your reservation date？

对不起，我不能为您订6月17日的客房。可不可以改变预订日期呢？

We don't have a single room available.Would you mind a standard room？

我们没有单人间了。如果是个标准间您介意吗？

Sorry, we won't have any vacancy today.But we can recommend nearby hotels for you if you like.

对不起，今天我们没有空房了。如果您愿意，我们可以为您推荐附近其他的酒店。

Service Conversation 5 Accepting a Reservation

R:Receptionist

G:Guest

R:Good morning.Beijing Hotel, Room Reservations.May I help you？

G:Yes, I'd like to reserve a room at your hotel.

R:What date will that be？

G:From May 14thto 15th.

R:What kind of room would you prefer？

G:A double room.

R:Please wait a moment, sir.Thank you for waiting.We have the room you need.

G:What's the room rate per night？

R:1,200 yuan.Will that be all right？

G:Yes, that will be fine.Thank you.

R:With pleasure! May I have your name and your telephone number？

G:Certainly.My name is Tom Davis and my phone number is 00490347620598.

R:Thank you, Mr.Davis.You've booked a double room from the 14thto the 15thof May, and your telephone number is 00490347620598.Is that right？

G:Yes, that's right.Thank you.Goodbye.

R:Thank you for calling, Mr.Davis.We look forward to your arriva.l

Practice Answer the questions according to the service conversation.

1.When will the guest arrive and how long will the guest be staying in the hotel？

2.What type of the room does the guest want？

3.How much is the room rate？

Service Conversation 6 Recommending Other Hotels

R:Reservationist

G:Guest

R:Good morning.This is Room Reservations.What can I do for you？

G:Yes, I'd like to reserve five standard rooms at your hotel.

R:What date will that be？

G:From June 15 to 19.

R:Please wait a moment, sir.I'm very sorry, sir.We're fully booked at that time.

G:Oh, that's too bad.

R:Would you like us to put you on our waiting list and call you in case we have a cancellation？

G:Thank you.You are very kind.Could you give any other suggestions？

R:Certainly, could you change the time of the reservation？

G:No, we can't because we're attending an important international conference in Beijing.

R:Would you like me to recommend nearby hotels that won't be full up？

G:That's great.

R:Grand Hyatt Beijing, Beijing Hotel and Beijing International Hote.l

G:I appreciate your kindness.

R:With pleasure.We look forward to having another opportunity to serve you.

Practice Answer the questions according to the service conversation.

1.The guest changes the date of arrival, doesn't he? Why？

2.What suggestion does the reservationist give？

3.Which one does the guest prefer？

Key Words and Expressions

recommend（v.）推荐

reservationist/reservation clerk 预订员

prefer（v.）更喜欢，宁愿选择

reserve/book a room 订房

confirm the reservation 确定预订

look forward to 期盼，盼望

standard room 标准间

cancellation（n.）取消，撤销

appreciate（v.）感激，感谢

Points of Service Performance 服务演练要点

● When handling the reservations, use the polite language.

预订中注意使用礼貌服务用语。

● After we get all of the information about the reservation, be sure to confirm.

在获取所有的预订信息之后，一定要确认。

● You should get the contact name and his telephone number if the reservation is made for the other person.

如果是代订，还要留下代订人的姓名及电话号码。

● If the reservation can not be made, recommend other type of room/date/hotel.

如果不能预订，可以推荐其他房型/日期/酒店。

Performance for Service模拟演练

Task A

Performance in pairs according to the following two cards.

Task B

Mr.Jenny Brown is walking to the Front Desk. He will reserve 20 standard rooms from the 14thto the 21stof June for the professors of London University.The room rate is 198 US dollars.He also wants to book a convention room.The receptionist Wang Juan will make the reservation for him.

Position Knowledge岗位知识

● We should remember:excellence is our service standard, and the service quality is the lifeblood of our business.

我们要记住：尽善尽美是我们的服务规范，服务质量是我们行业的生命线。

● The main ways of room reservation：

客房预订的基本方式：

talk前台预订telephone电话预订

computer network计算机网络预订

● The names of the room types：

房型名称：

standard room标准间double room双人间/大床间

triple room三人间deluxe single room豪华单人间

suite套间family suite家庭套间

deluxe suite豪华套间presidential suite总统套间

Exercises

Ⅰ.Topics for discussion.

1.In what way have you ever made a reservation？

2.Introduce the service procedure of the room reservation in English.

3.Please speak out some names of the room types.

Ⅱ.Write out the questions in room reservation according to the answers.

1.____________________________________________________________

I'd like to book a family suite.

2.____________________________________________________________

For four nights.

3.____________________________________________________________

Just my wife and I.

4.____________________________________________________________

160 US dollars per night per room including breakfast.

5.____________________________________________________________

John Smith.

Ⅲ.Translate the following sentences into English.

1．我们没有单人间了。如果是个标准间您介意吗？

2．我想预订一个面湖的家庭套间。

3．我们会为您延长预订。

4．为您服务是我们的荣幸。我们恭候您的光临。

5．对不起，今天我们没有空房了。如果您愿意，我们可以为您推荐附近其他的酒店。

6．团队预订8.5折。