Unit Four Revising the Reservation单元4预订变更

Procedure of Service服务流程

Changing the Reservation

● Greet the guest.

● Ask the guest in whose name the reservation has been made.

● Check in the computer and confirm the reservation.

● Ask the guest how to change.

● Introduce the information that he wants to get.

● Confirm the changed reservation.

● Express your wishes to the guest.

Cancelling the Reservation

● Greet the guest.

● Ask the guest in whose name the reservation has been made.

● Check in the computer.

● Confirm and cancel the reservation.

● Express your wish to have another chance of serving the guest.

Points of Service Language 服务语言要点

1.Polite expressions礼貌用语

Good morning.Room Reservations.

早上好。客房预订部。

How can I help you? /What can I do for you？

能为您服务吗？

It's my pleasure.Mr.Davis, we look forward to your visit.

很高兴为您服务。Davis先生，我们期盼您的光临！

We look forward to another chance to serve you/of serving you.

We look forward to having another chance/opportunity to serve you.

我们期待能再有机会为您服务。

2.Checking the reservation that has been made查找预订

In whose name was the reservation made？

请问是用谁的名字预订的？

When was the reservation made？

请问是何时预订的？

In what way was the reservation made？

预订是用什么方式做的？

Was the reservation made in John Smith？

是用John Smith的名字预订的吗？

What was the date of the reservation？

预订在何时？

3.Asking the guest how to revise询问客人怎样变更

How would you like to change/revise？

怎样变更？

How would you like to change your previous reservation？

怎样变更您的预订？

4.Confirming and extending/cancelling/changing for the guest确认并为客人延长/取消/改变预订

Would you like to cancel the reservation from July 6thfor 3 nights altogether？

您要取消7月6日起共3个晚上的预订吗？

Would you like to extend your stay for two more days？

您需要将预订延长两个晚上？

You'd like to extend your reservation for one more night, is that right？

您需要将预订延长一个晚上，是这样吗？

I will cancel/change/extend your reservation for...for you.

我为您取消/改变/延长……的预订。

Mr.John Berry, I'll cancel your reservation from May 6thfor 5 nights altogether.

My name is Zhao Li.We look forward to another chance to serve you.

John Berry先生，我为您取消5月6日起共5个晚上的预订。我叫赵莉，我们期待能再有机会为您服务。

Certainly, sir.We'll make the change/cancellation for you.

当然可以，先生。我们为您改变/取消预订。

Service Conversation 7 Changing a Reservation

R:Receptionist

G:Guest

R:Good morning.Great Wall Hote.l Room Reservations.Can I help you？

G:Yes.I have to change a reservation.

R:In whose name has the reservation been made？

G:In my name, Tom Davis.

R:Please wait a minute. I'll check the computer. Thanks for waiting. You've booked a double room for the 14thand 15 thof May. How would you like to change it？

G:We'll be arriving in Beijing on the 17thof May as it turns out.

R:We only have a standard room available for the 17thand the 18th.

G:How much do you charge？

R:160 US dollars per night, including breakfast.

G:OK, I'll take it.Sorry to have caused you such trouble.

R:Not at all.Can I confirm those details, Mr.Davis? You require a standard room from the 17thto 18thof May.The room rate is 160 US dollars per night including breakfast.

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

R:It's my pleasure.Mr.Davis, we look forward to your visit.

Practice Answer the questions according to the service conversation.

1.Who wants to change the reservation？

2.Please tell us the room rate.

3.Could you repeat the confirmation of the changed reservation in the conversation？

Service Conversation 8 Canceling a Reservation for the Guest

R:Receptionist

G:Guest

R:Good morning.Room Reservations.How can I help you？

G:I'd like to cancel a reservation.

R:In whose name was the reservation made？

G:John Berry.

R:Wait a moment, please.What was the date of the reservation？

G:From July 6, for 5 nights altogether.

R:Mr.John Berry, I'll cancel your reservations from July 6th, for 5 nights altogether.My name is Zhao Li.We look forward to another chance to serve you.

Practice Answer the questions according to the service conversation.

1.What does the guest want to do？

2.In whose name was the reservation made？

3.What does the receptionist cancel？

Key Words and Expressions

cancel the reservation 取消预订

revise the reservation 改变/变更预订

standard room available 标准间空房

Points of Service Performance 服务演练要点

● When revising the reservations, use the polite language.

预订变更中注意使用礼貌服务用语。

● After finding out the record in the computer, be sure to confirm the previous reser-vation.

在计算机上找出记录之后，一定要确认先前的预订。

● Confirm the changed reservation.

确认已变更的预订。

Performance for Service模拟演练

Task A

Performance in extending the reservation in pairs according to the following cards.

Task B

John Berry wants to cancel the reservation from June 9th, for 3 nights altogether.The receptionist Zhao Li cancels the reservation for John Berry.

Position Knowledge岗位知识

Martin W.B.once pointed out that the ability of building up the sound and friendly relationship between the clerk and the guest contains the following 9 points.

Martin W.B．指出，服务人员与客人建立良好而友善的关系的能力包括以下九点。

（1）Attitude友善的态度；

（2）Attentiveness无微不至的关照；

（3）Tone of voice悦耳的声音；

（4）Body language得体的肢体语言；

（5）Naming names叫出客人的姓名；

（6）Guidance准确的指引；

（7）Suggestion selling建议性销售；

（8）Problem solving解决问题；

（9）Tact灵活机智。

Exercises

Ⅰ.Topics for discussion.

1.Tell us how to make a reservation.

2.If there is no vacancy, how to deal with it？

3.Speak out the polite sentences of reservation.

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

1.____________________________________________________________

John Berry.

2.____________________________________________________________

Over/By telephone.

3.____________________________________________________________

From July 24th, for 6 nights altogether.

4.____________________________________________________________

Three more nights.

5.____________________________________________________________

200 US dollars per night including breakfast.

6.____________________________________________________________

We'll have to arrive in Beijing on April 24thfor some reasons.

Ⅲ.Translate the following sentences into English.

1．很高兴为您服务。Davis先生，我们期盼您的光临！

2．我想将预订延长3个晚上。

3．你认为我们能够改变预订吗？

4．是以谁的名字，什么方式预订的？

5.Ramsay先生，5月7日至9日您共需要20个标准间和1个商务套间，是这样吗？

6.Rose Berry小姐，我为您取消5月6日起共3个晚上的预订。我叫李海，我们期待能再有机会为您服务。

Ⅳ.Translate the following sentences into Chinese.

1.The rooms will be kept to six o'clock in the evening for the reservation without guarantee, and blocked for twenty-four hours for the guarantee reservation in most hotels.

2.We'll send you a fax to confirm the reservation as soon as possible.

3.Sorry, but we have no vacancy at this time.

4.This is Marcus Ramsay calling from New York.I have to change the dates of the reservation.