酒店实务英语Module 1 Front Office
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those days. (After a while) Thank you for waiting, sir. We have a twin room available in that period.. G: Great. And what is the daily rate? R: US$160 per night. Will that be all right? G: OK,I ‘ll take it. R: Thank you ,sir. May I have your name and telephone number, please?
RMB per hour for the use of the hotel meeting room. G:Oh,I see.__A_n_y__d_is_c_o_u_n_t_? R:There is a 15 percent discount.And
we'll_s_e_n_d_y_o_u__a_c_o_n_f_ir_m_a_t_io_n__b_y_f_a_x_w__it_h_i_n_f_iv_e__d_a_y_s_. May I know your fax number,please? G:You may fax at 69691818. PracRtic:aTl hEannglkishyionuH,oMtelrs.Richard.
spell your first name? G: A-D-R-I-E-N. R: A-D-R-I-E-N. Thank you, Mr. Brody. May I know your arrival time on
April 18th? G: Around 4:00 p.m. By the way, do you have the airport shuttle bus? R: Yes, Mr. Smith. We have airport representative desk. Just contact
• Mr. Zhu is calling to reserve a double room for a week .The reception clerk offer him a special rate .
Practical English in Hotels
Task 2 Confirming or Adjusting a Reservation
Practical English in Hotels
Task 1 Handling a Reservation
* Sample conversation R=Reservation Clerk G=Guest R: Good morning. Room Reservations. May I help you? G: Yes. I’d like to reserve a twin room. R: Certainly ,sir. How many nights will you need the room ? G: From April 18th to 22nd. R: Could you hold the line ,please。I will check the room availability for
Practical English in Hotels
*Activities
1. Questions about the conversation
A . What’s the difference between the twin room and the double room?
The twin room is equipped with two twin-size bed. And the double room a double-size room.
Practical English in Hotels
G:Then how much do you charge? R:600 yuan RMB,equivalent to 88 US dollars. G:Fine.One more thing,may we use the hotel meeting room
G: Fine .Do you accept American Express？ R： Yes. May I know the number? G: It’s 260213. R: Thank you Mr. Brody. You’ve made a guaranteed reservation at the
3. Role-play
• Mr. Green is calling to make a reservation for a Business Suite for his boss ,Jerry White,who is arriving in Guangzhou for conference next Monday.
酒店实务英语Module 1 Front Office
Contents
Part1 Room Reservation Part2 Concierge Service Part3 Check in Part4 Dealing with Complaints Part5 Cashier Service
Part 1 Taking Restaurant Reservations Learning Objectives
2. Match the monetary with the country or area
where it is used.
. 1.Baht 2.Dollars 3.Euros 4.Pesos 5.Pounds 6.Ringgit s 7.Rupees 8.Rupia 9.Won 10. Yen 11. Yuan
them and they will help you . G: That’s fine. Thank you.
Practical English in Hotels
Task 1 Handling a Reservation
R: You are welcome. Mr. Brody , for the unguaranteed reservation, we can only hold the room by 6 p.m., because it is the peak season now. If you make a guaranteed reservation,we can hold the room overnight . Would you like to make a guaranteed reservation by credit card?
Practical Enga Reservation
G: Sure. My name is Adrien Brody , phone number is 0062-3708-9968. R: Adrien Brody, phone number is 3708-9968. Excuse me, how do you
AIB Hotel, from April 18th to 22nd for 5 nights. If you can’t arrive as scheduled, please inform us before 6 p.m. on April 16th.Thank you for calling and we look forward to serving you.
Warm-up
1. Guessing the meaning of the expressions
单人间 大床间 双床间 普通套间 商务套间
复式套间
连接套间 豪华套间 总统套间
临时性预订 确认性预订 保证性预订 团体客人
重要客人 已付定金等 保证性客人
要求延期至 预期离店客人 常客
散客
Practical English in Hotels
Key: 1—o; 2—a,b,d,j,m,q; 3—c; 4—I,J; 5—p; 6—h; 7—e; 8—f; 9—n; 10—g; 11—k
Part 1 Taking Restaurant Reservations
• Task 1 Handling a Reservation • Task 2 Confirming or Adjusting a Reservation • Task 3 Fully Booked
during our stay in your hotel? We are_t_o_h_a_v_e_a__m_e_e_t_in_g__o_n_t_h_e_a_f_te_r_n_o_o_n_o_f_J_a_n_u_a_r_y_2_3_,_fr_o_m___ _3_:_0_0_p_._m__t_o_5_:_0_0_p_._m_. R:No problem.We can make it for you,but we charge 400 yuan
Trading Company. I‘d like to ____r_es_e_r_v_e_r_o_o_m_s__fo_r_m__y__g_ro_u_p____ R:What rooms do you prefer? G:We have __3_0_p_e_o_p_l_e._F_i_ft_e_e_n_t_w_i_n_-b_e_d__ro_o_m__s_w__it_h_a_bath ,please. R:For which dates,Mr.Richard? G:From _J_a_n_u_a_r_y_2_2__to__2_4_. R:Just a moment,please.Fifteen TWBs for January 22,23 and 24.Yes,_w_e__s_ti_ll_h_a_v_e__th_o_s_e_r_o_o_m__s _a_v_a_il_a_b_le_.
B . Try to explain the difference between unguaranteed reservation and guaranteed reservation. For the unguaranteed reservation, hotels only hold the room by 6 p.m in peak time.
Get familiar with the procedures of handling room reservations
Memorize the useful expressions in room reservation Role play the dialogues
Practical English in Hotels
Practical English in Hotels
2. Listening practice Listen and write down what you heard. R:Fortune Hotel.Reservations.May I help you? G:Yes.My name is Bill Richard calling from the International
Practical English in Hotels
a. Australia b.European Union c.Canada d.Hong Kong SAR,CHINA e.India f.Indonesia g.Japan h.Malaysia i. Mexico j.New Zealand k.People’s Republic of China l.Philippines m. Singapore n. South Korea o. Thailand p. United Kingdom q. United States
RMB per hour for the use of the hotel meeting room. G:Oh,I see.__A_n_y__d_is_c_o_u_n_t_? R:There is a 15 percent discount.And
we'll_s_e_n_d_y_o_u__a_c_o_n_f_ir_m_a_t_io_n__b_y_f_a_x_w__it_h_i_n_f_iv_e__d_a_y_s_. May I know your fax number,please? G:You may fax at 69691818. PracRtic:aTl hEannglkishyionuH,oMtelrs.Richard.
spell your first name? G: A-D-R-I-E-N. R: A-D-R-I-E-N. Thank you, Mr. Brody. May I know your arrival time on
April 18th? G: Around 4:00 p.m. By the way, do you have the airport shuttle bus? R: Yes, Mr. Smith. We have airport representative desk. Just contact
• Mr. Zhu is calling to reserve a double room for a week .The reception clerk offer him a special rate .
Practical English in Hotels
Task 2 Confirming or Adjusting a Reservation
Practical English in Hotels
Task 1 Handling a Reservation
* Sample conversation R=Reservation Clerk G=Guest R: Good morning. Room Reservations. May I help you? G: Yes. I’d like to reserve a twin room. R: Certainly ,sir. How many nights will you need the room ? G: From April 18th to 22nd. R: Could you hold the line ,please。I will check the room availability for
Practical English in Hotels
*Activities
1. Questions about the conversation
A . What’s the difference between the twin room and the double room?
The twin room is equipped with two twin-size bed. And the double room a double-size room.
Practical English in Hotels
G:Then how much do you charge? R:600 yuan RMB,equivalent to 88 US dollars. G:Fine.One more thing,may we use the hotel meeting room
G: Fine .Do you accept American Express？ R： Yes. May I know the number? G: It’s 260213. R: Thank you Mr. Brody. You’ve made a guaranteed reservation at the
3. Role-play
• Mr. Green is calling to make a reservation for a Business Suite for his boss ,Jerry White,who is arriving in Guangzhou for conference next Monday.
酒店实务英语Module 1 Front Office
Contents
Part1 Room Reservation Part2 Concierge Service Part3 Check in Part4 Dealing with Complaints Part5 Cashier Service
Part 1 Taking Restaurant Reservations Learning Objectives
2. Match the monetary with the country or area
where it is used.
. 1.Baht 2.Dollars 3.Euros 4.Pesos 5.Pounds 6.Ringgit s 7.Rupees 8.Rupia 9.Won 10. Yen 11. Yuan
them and they will help you . G: That’s fine. Thank you.
Practical English in Hotels
Task 1 Handling a Reservation
R: You are welcome. Mr. Brody , for the unguaranteed reservation, we can only hold the room by 6 p.m., because it is the peak season now. If you make a guaranteed reservation,we can hold the room overnight . Would you like to make a guaranteed reservation by credit card?
Practical Enga Reservation
G: Sure. My name is Adrien Brody , phone number is 0062-3708-9968. R: Adrien Brody, phone number is 3708-9968. Excuse me, how do you
AIB Hotel, from April 18th to 22nd for 5 nights. If you can’t arrive as scheduled, please inform us before 6 p.m. on April 16th.Thank you for calling and we look forward to serving you.
Warm-up
1. Guessing the meaning of the expressions
单人间 大床间 双床间 普通套间 商务套间
复式套间
连接套间 豪华套间 总统套间
临时性预订 确认性预订 保证性预订 团体客人
重要客人 已付定金等 保证性客人
要求延期至 预期离店客人 常客
散客
Practical English in Hotels
Key: 1—o; 2—a,b,d,j,m,q; 3—c; 4—I,J; 5—p; 6—h; 7—e; 8—f; 9—n; 10—g; 11—k
Part 1 Taking Restaurant Reservations
• Task 1 Handling a Reservation • Task 2 Confirming or Adjusting a Reservation • Task 3 Fully Booked
during our stay in your hotel? We are_t_o_h_a_v_e_a__m_e_e_t_in_g__o_n_t_h_e_a_f_te_r_n_o_o_n_o_f_J_a_n_u_a_r_y_2_3_,_fr_o_m___ _3_:_0_0_p_._m__t_o_5_:_0_0_p_._m_. R:No problem.We can make it for you,but we charge 400 yuan
Trading Company. I‘d like to ____r_es_e_r_v_e_r_o_o_m_s__fo_r_m__y__g_ro_u_p____ R:What rooms do you prefer? G:We have __3_0_p_e_o_p_l_e._F_i_ft_e_e_n_t_w_i_n_-b_e_d__ro_o_m__s_w__it_h_a_bath ,please. R:For which dates,Mr.Richard? G:From _J_a_n_u_a_r_y_2_2__to__2_4_. R:Just a moment,please.Fifteen TWBs for January 22,23 and 24.Yes,_w_e__s_ti_ll_h_a_v_e__th_o_s_e_r_o_o_m__s _a_v_a_il_a_b_le_.
B . Try to explain the difference between unguaranteed reservation and guaranteed reservation. For the unguaranteed reservation, hotels only hold the room by 6 p.m in peak time.
Get familiar with the procedures of handling room reservations
Memorize the useful expressions in room reservation Role play the dialogues
Practical English in Hotels
Practical English in Hotels
2. Listening practice Listen and write down what you heard. R:Fortune Hotel.Reservations.May I help you? G:Yes.My name is Bill Richard calling from the International
Practical English in Hotels
a. Australia b.European Union c.Canada d.Hong Kong SAR,CHINA e.India f.Indonesia g.Japan h.Malaysia i. Mexico j.New Zealand k.People’s Republic of China l.Philippines m. Singapore n. South Korea o. Thailand p. United Kingdom q. United States