unit 1客房预订
酒店英语Unit1
F Asking for the guest’s guarantee method
G Explaining the reservation cancellation policy to the guest
H Saying goodbye
在预订服务中，预订员需 要向客人解释酒店的无 担保预订（non-guaranteed reservation）政策，并建议 客人选择信用卡担保预订。 例如，We only keep a non guaranteed reservation until
(3) What kind of room would you like?
(4)
Could you please provide your credit card number and expiry date? We need them to gu在ar完an成te预e订y前ou，r 预订员需
reservation.
4:00 p.m. on the arrival date.
Therefore, we suggest you
guarantee your reservation
with your credit card for
late arrival.
听力原文
3
Scene 2 Changing a reservation
和地区的标准各有不同。例
如king bed，在英国的尺寸是
60×78 英寸（152×198厘米）,
而在澳大利亚通常是
183×用的标准。
021
Write each of the expressions under the corresponding picture.
酒店英语-unit-1PPT课件
me to book them a triple room for October 9th.
J:Just a minute, please. I’m sorry, sir. We’re fully booked
up on that date.
S:Oh, that’s too bad.
J:I’m sorry, we’re rather full at the moment. Can I
7
S: 我叫 Stephen. S-t-e-p-h-e-n. J: 谢谢您｡您什么时间会入住呢? S: 我想大约是下午三点钟吧｡ J: 我想再一次确定一下您的预订｡您要预订一间时间
从5月9日星期三到5月12日星期六共三个晚上,价 钱为人民币每晚380元的临街单人间｡我的名字是 简,我们期待下个星期三见到您光临｡ S: 好的,一切都办妥了,再见｡ J: 再见｡
J: Tiantian Hotel. Room Reservations. Good afternoon. S: I’d like to book a single room for Wednesday next week. J: That’s fine, sir. A single room for Wednesday, May 9th, with a
11
Dialogues
J=Jane (Receptionist) S=Stephen Nobel (Guest)
Dialogue 3
We Are Fully Booked 客房已满
J:Room Reservations. Good morning. May I help you?
S:Yes, I have some friends coming to China and they want
实用酒店英语(第三版)unit1客房预订
Unit 1 Room Reservati Room Reservations
Background Information
Unit 1 Room Reservations
Background Information
Unit 1 Room Reservations
Background Information
Unit 1 Room Reservations
Background Information
（2）前台常用词汇
Dialogues Unit 1
Room Reservations
J=Jane (Receptionist) S=Stephen Nobel (Guest)
J: Thank you. How will they be arriving?
S: By air. Do you offer airport pick-up services?
J: Yes. What is their flight number?
S: Flight KW 760, arriving in Beijing at 1:00 p.m. on the 20th.
S: That’s good.
J: There’s no cancellation charge because you’ve cancelled within our 48- hour cancellation deadline.
S: Good.
J: Would you like me to send you a confirmation email?
J: Can I have your guests’names, please?
S: John White and his wife. Can you give us a special rate since ours is a company booking?
饭店服务实用英语
《饭店服务实用英语》PartⅠFront Office Service前厅服务•Unit1Room Reservation房间预订Key Words（重点词汇）Receptionist接待员Reserve预订Apartment公寓房间room rate房间价格convenient方便的book预订guarantee担保，保证requirement要求operator话务员Take message替……留言Leave message留言Outside line外线Dial tone拨号音Country code国家代码Areas code电话区号IDD(International Direct Dial)长途直拨电拨电话DDD(Domestic Direct Dial)国际长途直拨电话information office问讯处reception office接待室hotel register旅客登记簿registration form登记表manager经理attendant服务员office clerk值班服务员waiter（餐厅）服务员waitress（餐厅）女服务员under your name以您的名义，在您的名下Useful Expressions（实用表达）Offering Help1)What can I help you,please?2)May I help you,please?3)Is there something I can do for you,sir/Madam?Reservation requirements1)Are there any rooms available?2)I want/would like to reserve a single room with bath and a fine view.3)I want/would like to reverse a room for one night.4)I want/would like to reserve a room from5th April to9th April.Giving Information about Rooms and Room Rates1)We have many types of rooms,such as…2)What kind of room do you want to reserve?3)What rate do you prefer?4)We can give/offer you30%off/30%discount at weekends.5)We will give/offer you20%off/20%discount for the group reservation.Accepting a Reservation1)For how long will you stay in our hotel?/How long will you be staying in our hotel?2)We still have rooms available which meet your requirements.3)In whose name will you reserve?4)I will confirm your reservation information.5)We look forward to your arrival/coming/seeing you soon.6)We are expecting your arrival.Refusing a reservation1)I am sorry.No rooms are available.2)Sorry,Miss Clinton.All the standard rooms have been fully booked on the day you planned to come.3)I am sorry.All the standard rooms have been fully booked.What about suite rooms?Revising a Reservation1)Sorry,due to…,I have to cancel the reservation made in your hotel.2)I want/would like to revise/change my reservation information.3)How would you like to revise/change it?4)I want/would like to change the reservation date?Room types（房型）单人间：Single Room双人间：Double Room大床间：King Size&Queen Size Room标准间：Standard Room标准间单人住：TSU(Twin for Sole Use)三人间：Triple Room四人间：Quad Room套间：Suite公寓：Apartment别墅：Villa按级别分：经济间Economic Room普通间Standard Room高级间Superior Room豪华间Deluxe Room商务标间Business Room行政标间Executive Room行政楼层Executive Floor不限房型Run of the House无烟标准间Non Smoking残疾人客房Handicapped Room带厨房客房Room with Kitchen相邻房Adjoining Room按朝向分:朝街房Front View Room背街房Rear View Room城景房City View Room园景房Garden View Room海景房Sea View Room湖景房Lake View RoomUnit2Check-in Service登记入住Key Words（重点词汇）•register['redŋistŋ]v.登记•passport['pɑ:spŋ:t]n.护照•pay[pei]v.支付•check[tŋek]n.支票•receipt[ri'si:t]n.收据•sign[sain]v.签•bellboy['belbŋi]n.行李员•luggage['lŋgidŋ]n.行李•brochure['brŋuŋŋ]n.小册子•deposit[di'pŋzit]n.定金•departure[di'pɑ:tŋŋ]n.出发Useful Expressions（实用表达）•Greeting guests and getting information about reservation•1)Good afternoon,sir.What can I do for you?•2)Do you have a reservation with our hotel?•3)In whose name was the reservation made?•4)Wait a moment,please.I’ll check our reservation record for you.•5)Your reservation was made by phone and it is guaranteed by credit card.•Registering guests1)May I have your passport to fill out the registration form for you?•2)Please sign your name here,sir/madam.•Advance information on payment•1)You need to pay a$1000deposit,sir/madam.•2)A$1000deposit is required to be paid in advance,sir/madam.•3)How would you like to pay(your deposit),sir/madam?In cash,bycredit card,or by check?•4)Your check is unlimited,please sign your name here,write down the name of your company and the phone number of the finance department in your company.•5)Please keep your receipt for the check-out,sir/madam.Useful Expressions（实用表达）•Giving guests key cards to rooms•1)Your key card and breakfast vouchers are all in this envelope,your room is0302.•2)The breakfast time is from6:30a.m to10:00a.m.•3)Our bellboy will help you with your luggage and show you to your room.•Wishes•1)Hope you’ll enjoy your stay with us.•2)Wish you a wonderful time here.Unit3Other Services Regarding Reception Desk其它有关前台服务•Main Points（知识要点）•※Procedures of extending the stay for a guest•延住服务程序•※Procedures of changing the room for a guest•换房服务程序•※Procedures of receiving visitors•接待访客服务程序Key Words（重点词汇）•extend[iks'tend]v.延伸•extension[iks'tenŋŋn]n.延长•transfer[træns'fŋ:]v.转移•signature['signitŋŋ]n.签名•attendant[ŋ'tendŋnt]n.服务员Useful expressions（实用表达）•Extending the stay•1)There is some change in my plan.•2)I am wondering if I can extend the stay?•3)I need to stay here for three more days.•4)Please wait a minute,Mr.Green,I need to check the reservation records first.•5)Here are the extension form and deposit receipt.•6)You need to pay more as a deposit for extending your stay.•Changing the room1)There is something wrong with my bed,can I change to another room?2)Would you mind waiting for a minute,I’ll send someone there rightaway for a check for you.3)Would you mind transferring to a standard room on the5th floor?4)The room is similar to the one you are staying in.5)I’m sorry for the inconvenience caused for you.•Receiving visitors•1)They are expecting me in their rooms.•2)Would you please complete this visiting card?•3)Please show the visiting card to the floor attendant•4)Have fun with your friends.Unit4Concierge Service礼宾服务Main Points（知识要点）•※The way to welcome and bid farewell to guests•迎客和送客方式•※Service of delivering luggage for guests•为客人运送行李服务•※Showing guests to rooms•引领服务•※Introducing facilities and services available in the hotel•介绍酒店设施和服务Key Words（重点词汇）•doorman['dŋ:mŋn]n.门童•suitcase['sju:tkeis]n.手提箱•elevator['eliveitŋ]n.电梯•corridor['kŋridŋ:]n.走廊•carpet['kɑ:pit]n.地毯•rack[ræk]n.行李架•switch[switŋ]n.开关•ceiling['si:liŋ]n.天花板•lamp[læmp]n.台灯•wardrobe['wŋ:drŋub]n.衣柜•hanger['hæŋŋ]n.挂•laundry['lŋ:ndri]n.洗衣店，要洗的衣服•instruction[in'strŋkŋŋn]n.使用说明Useful Expressions（实用表达）•Greeting guests•1)Welcome to Friendship Hotel.•2)Do you have any luggage?•3)I’ll take care of your suitcases,•4)This way,please.The reception desk is right ahead/over there.•Helping guests with their luggage and showing the way1)Shall I help you with your luggage?2)How many pieces of luggage have you got/do you have？3)This way,please.We need to take the elevator to go to the3rd floor.•Introducing the room facilities and the hotel service1)Please allow me to show you the room,sir.2)Here is the light switch,and this is the remote control for TV/air-conditioning.3)This is the brochure about our hotel services4)Do you want me to demonstrate the way of using it,sir?•Bidding farewell1)Shall I arrange a taxi for you,sir?2)Here is your taxi,please get in.3)Have a nice trip.Unit5总机服务opetator•Main Points（知识要点）•※Procedures of wake-up calls•叫早服务程序•※Three ways of wake-up calls•三种叫早服务方式•※Answer inquiries about long distance calls•解答关于长途电话咨询服务•※The way to take massages for guests•留言服务Key Words（重点词汇）•operator['ŋpŋreitŋ]n.操作员，话务员•wake[weik]v.叫醒，醒来•useful['ju:sful]a.有用的•Singapore[,siŋgŋ'pŋ:]n.新加坡•assist[ŋ'sist]v.协助•response[ris'pŋns]n.反应，响应•ensure[in'ŋuŋ]v.保证，担保Useful expressions（实用表达）•Wake-up calls•1)At what time?•2)Please dial your new wake-up time.The computer will cancel the old time.•3)I’ll wake you up at6:30a.m.tomorrow morning by knocking on your door.•Phone call•1)To which country,please?•2)Would you like a pay call or a person-to-person call?•3)I’ll put you through.Please hold on.•4)May I have the area code and the phone number?•5)I’m afraid you got a wrong number.•6)Shall I connect you with the international operator?•Taking a message•1)I’m afraid there is no response.Can I take a message,please?Or you can call later.•2)I’ll pass your message to Mr.Green.3)Would you mind leaving your telephone number?Unit6Information Desk咨询台•Main Points（知识要点）•※The way to give directions•指路服务•※Provide shopping information•提供购物信息•※Answer inquiries about transportation•回答交通咨询Key Words（重点词汇）•appreciate[ŋ'pri:ŋieit]v.感激•hesitate['heziteit]v.犹豫，迟疑•post[pŋŋst]n.柱子•vase[vɑ:z]n.花瓶•jewelry['dŋu:ŋlri]n.珠宝•feature['fi:tŋŋ]n.特色•transportation[,trænspŋ:'teiŋŋn]n.运输，运输工具•consultation[,kŋnsŋl'teiŋŋn]n.咨询•maximum['mæksimŋm]a.最高的，最大极限的Useful Expressions（实用表达）•Giving directions1)How will you come here,madam?2)I’ll tell/show you the way to our hotel.3)I’ll tell/show you how to come here/get there.4)Drive straight along the road,turn left at the second traffic lights,you’ll see our hotel on the right.5)Go straight and then take the left turn at the next corner,you’ll see it just in front of you.•Shopping information•1)There are a great variety of goods there.•2)There are so many you can choose from.•Transportation information1)There are two buses going to the Great Wall every day.2)How long does it take to get to the Great Wall？3)It usually takes you two hours.4)Do you need us to book you tickets?Unit7Check out结帐服务•Main Points（知识要点）•※Procedures of helping guests with their foreign currency exchange •外币兑换服务程序•※Procedures of providing check-out service•退房服务程序•※Ways of bidding farewell•送别方式Key Words（重点词汇）•memo['memŋu]n.备忘录•save[seiv]v.保存•refund[ri:'fŋnd]v.偿还•handling['hændliŋ]n.处理•luggage handling.行李寄存Useful Expressions（实用表达）•Foreign Currency Exchange•1)Can I exchange foreign currency for RMB here?•2)What kind of currency have you got?•3)What’s the exchange rate today?•4)One hundred US dollars are equal to750yuan RMB at today's exchange rate.•5)How much would you like to exchange?•6)How would you like your money?•7)Please check them and keep the memo.8)What for?•Check-out•1)I'm leaving today,would like to check out now.2)Your name,room number and your key card,please?3)Did you consume any thing in your room?•4)We'll refund you$335,and here is the receipt.5)Would you like me to contact the Concierge to help you with your luggage?•6)Look forward to seeing you again.•7)Have a nice trip.•8)Fly safe.1.假设你是上海金茂酒店的预订员简｡接到了一位客户从大连打来的电话,他将一个人驾车来上海休闲旅游(leisure travel),要预订一间豪华单人间,并先用信用卡保证预订(credit card guaranteed reservation)｡请你和你的同学模拟对话中的角色,准备对话,然后在班上进行口头表演｡J:ŋRoom Reservation.Can I help you?S:ŋYes,I am calling from Dalian City.I will make a leisure travel to Shanghai next week.So I want to book a room at your hotel.J:ŋThat’s wonderful.What dates do you need the room?/For which date/For when,please? S:ŋFrom September9th.J:ŋhow long will you be staying?/For how many nights?S:ŋFor two nights.J:ŋHow many guests will there be in your party?S:ŋJust my wife and myself.J:ŋWhat type/kind of room would you prefer?A single or a double?S:ŋA single,please.J:ŋCould you hold the line,please.I’ll check the list…Thank you for waiting,sir.We have a single room at RMB150and another at RMB180.Which one would you prefer?S:ŋI’d like to take the RMB180.J:ŋMay I have a credit card to guarantee this booking/Do you wish to guarantee the room?S:ŋYes,I need to.J:ŋWill that be your credit card or will you pay in advance?S:ŋMy credit card,please.J:ŋMay I know the type of card and the number?S:ŋYes,it’s Visa.The card number is4635111033345566,expiration date is Dec.10th,2010. And my name is Stephen Nobel.J:ŋThanks.Mr.Nobel.Let me just confirm your booking.One single room from September9th to September,in name of Mr.Stephen Nobel.The rate for the room is RMB180 per night.This is a guaranteed to your Visa Card.Your credit number is4635111033345566. Am I correct?S:ŋYes,that’s correct.Thank you for your help.Goodbye.J:ŋGoodbye.We are always at your service.2.假如你是一家电器公司的经理,你们公司打算在12月22日在北京举办庆祝公司成立十周年的会议,会后打算下榻上海金茂酒店,先致电金茂酒店预订部,要求订50间标准双人房,10间豪华双人房,2间套房,时间从12月22日至25日,共4天｡请你和你的同学模拟对话中的角色,准备对话,然后在班上进行口头表演｡J:ŋGood morning.Reservations,Jane speaking.May I help you?S:Good morning.This is Stephen Nobel from Dalian Electrical Company.Our company is going to give an anniversary in Beijing on December22nd.Please reserve50standard double room,10deluxe double room,2suites.J:ŋFor when,please?S:ŋFour nights.From December22nd through December25th.J:ŋPlease hold the line one moment.I see your company has an arrangement with this hotel for all types of room.We will give you a discount at30%.S:ŋOK.That’ll be fine.J:ŋWhat time will you be arriving?S:ŋWe will arrive at2,00p.m.on December22nd.J:ŋOK.We will make a perfect arrangement for your company.S:ŋThank you very much.See you.J:ŋGoodbye.6.行李员杰克正在帮一位女顾客搬运行李,陪着她把行李拿到房间,并向她介绍客房内的设施｡请你和你的同学准备该对话,并在班上表演｡J:Excuse me,madam.I’m the bellman.Do you need any help?M:Yes.Can you show me where to deposit my valuable?J:Sure.This way,please.The cashier desk is just over there.(The cashier is helping the guest with the deposit of valuable.)M:Please keep the receipt.Now shall I escort you to your room with your baggage?J:Your room is on the fifth floor,isn’t it?M:Yes.that’s right.J:This way to the elevator,please.Let me take your suitcase.M:Good.It is facing a beautiful garden.J:Can I put the suitcase here,madam?M:Thank you.May I ask where the dining hall is?J:We have two dinning halls on the third floor and the ninth floor respectively.The former serves Chinese food,and the latter western-styled cooking.M:Good.Pretty convenient.Thank you for the information.J:You are welcome,sir.I hope you’ll enjoy your stay here.。
饭店英语unit01
IV Topic Extension
G: R: G: R:
A single room, please. By the way, can I have please. two beds in it? My friends may come to visit me. me. Of course. course. Do you charge extras for the two beds? No. No. Would you like one with a front view or with a rear view, ma’am?
Ms. Green (G) calls Sheraton Hotel. The Telephone rings and a receptionist (R) answers the phone.
R: G: R:
Sheraton Hotel, Reservation Desk. Can I help Desk. you? I am calling from Tianjin. I’d like to Tianjin. reserve a room, please. please. What kind of room would you like? We have single rooms, double rooms, suites and deluxe suites. suites.
IV Topic Extension
C: R: C: R:
Oh. Oh. My friend would like to stay in a hotel in the city center. center. Could you recommend another hotel nearby? Yes, of course. I suggest Sheraton Hotel: a hotel course. Hotel: with five-stars. It is located in the center of the city. five-stars. city. What is the rate for a double room there? 400 yuan a night with breakfast. breakfast.
饭店情景英语-无预定客人的入住接待
Student 1---Receptionist Student 2--- Guest
实践任务
教师 拍摄 学Biblioteka 表演词汇和句型 教师提供 语言 环境支撑 评价标准 入住登记表 情景和道具
Check in
● words and phrases --- available ，lobby，recommend ---to be booked up， to get in touch with
Check in
多媒体辅助法
◆展示入住接待的英语录像: 达到直观、身临其境的效果。 ◆接待程序和接待用语的归纳: 条理清晰, 容易理解和掌握。
教法设计
提高学习兴趣 增加语言信息输 入 丰富语言教学内 容
◆ 提供情景图表:
英语模拟接待语言环境的有力支撑。
Check in
教学对象及现状
---旅服专业2年级学生 ---具备一定的前厅部接待专业知识 ---有较强的好奇心、表现欲
Arrange a taxi for him
Say goodbye
接待用语
if there is a room available（有房提供）
Good morning, may I help you? Have you made a reservation? How many people do you have, please?
Check in
情景角色扮演法
● 实践任务
小组代表表演对话。 -----熟悉接待程序、 掌握英语接待用语。
学法分析
体验接待员英语的运用 提高语言表达能力 突出英语的应用能力
出国订酒店常用英语对话之1-客房预订
出国定酒店常用英语对话（客房预订）经典对话R=Reservation Clerk 预定员 G=Guest 顾客R：Good morning. Room Reservations . May I help you？您早，客房预订部，请问有什么可以帮助您？G：Yes，I’d like to book a room.我想预订一个房间。
R：Thank you， sir. For which date and how many guests will there be in your party？谢谢您。
要订在什么时候？您一行有多少人？G：From April 16th to 20th .Just my wife and myself.4 月 16 日到 20 日。
只有我和我太太。
R：From April 16th to 20th ？？ .And which kind of room would you prefer， sir？4 月 16 日到 20 日。
请问您想预订哪种房间。
G：A Twin，please.R：Could you hold the line please？I’ll check our room availability.(After a while ) Thank you for waiting ， sir. We have a twin room at US$180 per night， will that be all right？请别挂断好吗？我来检查一下是否有空房间。
（过来一会儿）让您久等了，先生。
我们有空余的双床间，现在价格是每晚 180 美元，这样可以吗？G：Ok，I’ll take it.好的，我订了。
R：Thank you ，sir. May I have your name and phone number， please？谢谢您，先生。
您能告诉我您的姓名和电话号码吗？G：Sure. May name is Aaron Johnson， and my phone number is 3242-5827.没问题。
酒店情景英语-客房服务 -Unit1
Giving the information about the room rate 告知房价
Answering thanks
回答他人致谢
THANK YOU
Watch the video clip and make your own dialogues
Professional Routines 行业套话
Fቤተ መጻሕፍቲ ባይዱnding out what the guest wants 了解客人预订信息
The Reservation can not be made 不能预订
Chapter II
酒店情景英语 English for Hotel Service
2016省级质量工程项目大规模在线开放课程
Chapter II Housekeeping Service 客房服务 Unit1 Floor Service 楼层服务
Unit Aims 单元目标
1. How to show the guests to their rooms.
Important Phrases
• floor attendant
• laundry
• slot • wardrobe • facility • insert • transformer
• turn the heating down • Service Information Booklet • master switch • electric shaver • drawing room • hair dryer
2. 你是客房服务员，上午 9点客人要借用电熨斗，
告诉客人电熨斗
（electric iron)不能在客 房使用，洗衣服务可以熨 烫衣服。请就以上内容进
酒店前厅常用英语口语
★频道为友整理的《酒店前厅常⽤英语⼝语》，供⼤家参考学习。
第⼀部分前厅 Part one FRONT OFFICE Unit one Making a Reservation/Advance Reservation 第⼀章预订 Key Sentences例句 1. Good morning/evening. Reservation. May I help you? 早上好/晚上好，这⾥是...酒店客房预订部，请问需要什么帮忙吗？ 2. What can I do for you? 我能为您帮什么忙吗？ 3. Hold on line, please. Could you please hold on? 请稍等（电话中）请稍等，好吗？ 4. Could you wait a minute, please? 请稍等，好吗？ 5. Are you with a company? 您是公司预订吗？ 6. May I know you departure date? 请问您的离店⽇期是哪天？ 7. How long will you stay with us? 请问您住⼏天？ 8. How many people are there in your party? 您们⼀共⼏个⼈？ 9. That will be four nights. 四个晚上。
10. May I know the arrival date, please? 请问哪天⼊住？ 11. Is it just for tonight? 请问只住今天⼀晚吗？ 12. When do you check in? 请问您什么时候⼊住？ 13. Would you like a single room or a double room? 请问你想订单⼈间还是双⼈间？ 14. What kind of room would you like/prefer? 请问您喜欢什么样的房间？ 15. Would you please tell me your full name, please? 请问您的全名是？ 16. And your address, please? 请问您的地址？ 17. May I know you telephone number, Mr Smith? 史密斯先⽣，请问您的电话号码是？ May I know your company name and how would you like to settle your payment?请问您的公司全称及付款⽅式？ How would you like to guarantee your reservation?请问您的担保⽅式是？ May I take your credit card number or Guarantee letter for the guarantee?请提供您的信⽤卡号码或担保信给我做为担保。
Room Reservation客房预订-现代酒店英语口语实用教程第1课
八.经典对话--Good morning! Room reservations, may I help you--Yes, I'd like to reserve a room.--Thank you, sir. For which date and how many person will there be in your party--From April,16th to 20th. Just my wife and myself.--From April, 16th to 20th. And which kind of room would you prefer, sir--A twin, please.--Could you hold the line please. I will check our room availability. Thank you for waiting sir. We have a twin room at 180 dollars pernight. Would that be all right--Ok, I'll take it.--Thank you, sir. May I have your name and phone number, please--Sure, my name is Aron Johnson. My phone number is 32425827.--Mr. Aron Johnson. Phone number is 32425827. Excuse me, how do you spell your first name--It's double A-r-o-n.--Double A-r-o-n. Thank you Mr. Johnson. May I know your arrival time on April, 16th.--Around 9pm.--Mr. Johnson. For the unguaranteed reservation, we can only hold the room by 6pm. Because it is the peak season now. If you make theguaranteed reservation, we can hold the room overnight. Would you like to make a guaranteed reservation by credit card--Fine, do you accept American express--Yes, may i know the number--It's 134948.--Thank you Mr. Johnson. You've made guaranteed reservation in Guozhou Hotel. From April,16th to 20th for five nights. If you can't arriveat scheduled. Please inform us before 6pm on April, 16th. Thank you for calling. And we look forward to serving you.九. 常用句型百宝箱1）预定基本应对：1. Do you have one single room for two nights我想订俩个晚上的单人房一间行吗？2. Room reservations, can I help you Reservations, can I help you客房预订部可以为你效劳吗？3. I'd like to reserve a room. 我想订个房间。
酒店实用英语
Useful Drills
教学难点
处理投诉的基本程序和方法。
Unit 11 Table Reservation预订餐台（3学时）
教学内容
1、How to receive table reservations如何接受餐桌预订
2、How to decline table reservations如何婉拒餐桌预订
（三）习题课和辅导课：在各课堂授课环节和课外辅导中分散进行。
（四）考试方式和成绩构成：期末进行考查，平时成绩以课堂作业和课堂练习为主。
参考文献
（一）教材：《实用酒店英语》陈江生大连：大连理工大学出版社2008
（二）参考书目
1．姜文宏，李玉娟．饭店服务英语．北京：高等教育出版社，2004
2．陈克成．旅游交际英语通．上海：华东师范大学出版社，2001
3、How to deal with the fullybooked如何处理餐桌已满
教学要求
掌握为客人引座、接待未预订客人和处理餐桌已满的基本用语
教学重点
Useful Drills
教学难点
1、Showing the Way for the Guest;
2、Refusing the Tips.
Unit 13 Taking Orders点菜服务（3学时）
Unit 6 Room Cleaning
3
3
Unit 7 Laundry Service
3
3
Unit 8 Providing Information
3
3
Unit 9 At theRecreationCenter
3
3
Unit 10 Complaints
3
酒店英语chapter1Unit1 Room Reservation
设单人床2张 3、大床间（Double Room ）：双人床一张 4、三床间（Triple Room），设3张单人床
单人间
双人间
大床间
三人间
（二）按房间等级划分 1、普通套间（Junior Suite） 2、商务套间（Business Suite） 3、复式套间/双层套间（Duplex Suite） 4、连接套间（Connecting Suite) 5、豪华套间（Deluxe Suite） 6、总统套间（President Suite）
标准间
豪华间
普通套房
商务套间
复式套间
豪华套间
总统套间
一 表现出良好的职业素质
员工必须面带笑容，以端正的站姿，热情的态度， 礼貌的语言，快捷规范的服务接待每一位客人。
二 把握客人的特点
不同的客人有不同的特点，对酒店也有不 同的要求。总台接待员在接待客人时，要注 意从客人的衣着打扮、言谈举止以及随行人 数待方面把握客人的特点，进而根据其需求 的特点和心理，做好服务。
Exercises
1.Hello! Can I help you? 2.What’s his room number? 3.Please hold on. 4.Would you like to leave a message? 5.Could you tell me your name,
please?
二、房价
任务1：熟悉房价
(Discount Rate)
(Package Plan Rate)
(Contract Rate)
饭店服务英语unit1-1 Room Reservation
SITUATIONAL
DIALOGUE
Useful sentence patterns Good morning, Shangri-la Hotel. What can I do for you? Yes, I’d like to reserve a room. From which date and how long will you be staying? And what kind of rooms would you prefer, sir? with a street view or sea view？ Could you please hold on? I’ll check our vacancies for those days. Thank you for your waiting, sir. May I have your name and your telephone number, please? Excuse me, how do spell your family name? That's all settled then and we look forward to seeing you on Friday.
TEST
YOUR VOCABULARY
Financial adj.金融的，财务的 Satisfaction n.满意 fill in 填表 mirror of hotel 酒店的镜子 home away from home 家外之家 to check sb. out （客人离店）给予结账
DETAILS
1.Preview
客房预定服务流程英文
客房预定服务流程英文Room Reservation Service Process.Introduction.The room reservation service process is a crucial aspect of the hospitality industry, ensuring that guests' needs are met in a timely and efficient manner. This comprehensive process involves various steps from the initial inquiry to the final confirmation, aiming to provide a seamless experience for the guests. This article outlines the room reservation service process in detail, highlighting the key steps and best practices to ensure a successful and satisfying experience for both the guests and the hotel.Step 1: Guest Inquiry.The first step in the room reservation service process is the guest inquiry. This can occur through variouschannels such as phone calls, emails, online booking platforms, or directly through the hotel's website. The guest provides their preferred dates of stay, room type, and any special requests or preferences.During this step, it is essential for the reservation team to be polite, attentive, and responsive. They should actively listen to the guest's needs and preferences, ensuring that all details are captured accurately. This information will be crucial in the subsequent steps of the process.Step 2: Availability Check.Once the guest inquiry is received, the reservation team conducts an availability check. They access thehotel's reservation system to determine if the requested room type is available for the specified dates. If the room is available, they proceed to the next step; otherwise.。
自学酒店英语之客房预订
★⽆忧考英语资源频道为⼤家整理的⾃学酒店英语之客房预订，供⼤家参考。
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Chapter 1 Front Desk 前台Unit 2 Room Reservations 客房预订经典对话R=Reservation Clerk 预定员 G=Guest 顾客R：Good morning. Room Reservations . May I help you?您早，客房预订部，请问有什么可以帮助您？G：Yes,I’d like to book a room.我想预订⼀个房间。
R：Thank you, sir. For which date and how many guests will there be in your party?谢谢您。
要订在什么时候？您⼀⾏有多少⼈？G：From April 16th to 20th .Just my wife and myself.4 ⽉ 16 ⽇到 20 ⽇。
只有我和我太太。
R：From April 16th to 20th …… .And which kind of room would you prefer, sir?4 ⽉ 16 ⽇到 20 ⽇。
请问您想预订哪种房间。
G:A Twin，please.R：Could you hold the line please? I’ll check our room availability.(After a while ) Thank you for waiting , sir. We have a twin room at US$180 per night, will that be all right?请别挂断好吗？我来检查⼀下是否有空房间。
（过来⼀会⼉）让您久等了，先⽣。
我们有空余的双床间，现在价格是每晚 180美元，这样可以吗？G：Ok, I’ll take it.好的，我订了。
R：Thank you ,sir. May I have your name and phone number, please?谢谢您，先⽣。
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USEFUL DRILLS
四种疑问的基本句型： 四种疑问的基本句型： May I…………? Could you………? Would you ………? Shall I ………?
1）预定基本应对： ）预定基本应对：
1. Do you have one single room for two nights? 我想两个晚上的单人房一间行吗？ 我想两个晚上的单人房一间行吗？ 2. Room reservations, can I help you?/ Reservations, can I help you? 客房预订部可以为你效劳吗？ 客房预订部可以为你效劳吗？ 3. I'd like to reserve a room. 我想订个房间。 我想订个房间。 4.How many nights do you wish to stay?您希望住几 您希望住几 晚？ 5. How much is the room?房租是多少钱？ 房租是多少钱？ 房租是多少钱 6. Which date will that be?要订在什么时候？ 要订在什么时候？ 要订在什么时候 7. How many guests will there be in your party?您 您 一行有多少人？ 一行有多少人？
8. May I know your name? May I know your phone number? May I know your email? 能告诉我您的姓名电话和电子邮件吗？ 能告诉我您的姓名电话和电子邮件吗？ 9. How do you spell that? 请问怎么拼写？ 请问怎么拼写？ 10. Could you hold the line please. I will check our room availability. 请别挂断好吗， 我来查一下是否有空房间。 请别挂断好吗， 我来查一下是否有空房间。 11. Thank you for waiting sir/ Thank you for waiting madam.让您久等了先生 让您久等了女士 让您久等了先生 12. I will arrive late but please keep my reservation. 我会晚一点到达，请保留我预定的房间。 我会晚一点到达，请保留我预定的房间。 13. Would you like to make a guaranteed reservation by credit card? 您愿意用信用卡来担保预定吗？ 您愿意用信用卡来担保预定吗？ 14. I'd like to confirm your reservation. 我想再确认一下您的预定。 我想再确认一下您的预定。
3）房价和付款事项 ）
1. A single room is 80 US dollars per night with ten percent tax and ten percent service charge. 单人房每晚80美金外加10%的税金和10%的服务费。 2.We have a double at 800 Hongkong dollars and 1000 Hongkong dollars available . Which one would you prefer? 我们有价格在800到1000元港币的大床间， 您喜欢哪一种呢？ 3. Does the price include breakfast? 这个价钱包括早餐吗？ 4. I'm afraid we have no credit arrangement with your company. We will need an advance pass by bank drive or in cash before the reservation date. 恐怕我们和贵公司没有信用贷款的协定，您得在预定日期之前预先送来 银行汇票或现金作为定金。
5.This is the busiest season. I'm very sorry but could you call this later again this weekend we may have some cancellation. 现在是旺季非常抱歉。 现在是旺季非常抱歉。但是请你这个周末再打电话来 好吗？ 好吗？可能会有人取消预订 6. Can you book me into another hotel in this area. 可不可以在当地为我预定另一家旅馆呢 7.We hope to have another opportunity to serve you. 我们期待下次能为您效劳。 我们期待下次能为您效劳。
5. We offer special range for your company, sir. For a single room there is 15% discount. 我们酒店为贵公司提供特价先生。单人房可以打8.5 折 6. Shall we charge this to your company? 我们是向贵公司收费吗？ 7. Which department of your company should bill be made out to ? 我们应该将账单送到贵公司的哪个部门？ 8.Do you accept credit card/ do you accept traveler's check. 你们酒店接受信用卡吗 你们酒店接受旅行支票吗
--Sure, my name is Aron Johnson. My phone number is 32425827.
--Mr. Aron Johnson. Phone number is 32425827. Excuse me, (8)___________________? --It's double A-r-o-n. --Double A-r-o-n. Thank you Mr. Johnson. May I know your (9)_________on April, 16th. --Around 9pm. -Mr. Johnson. For the(10) ______________, we can only hold the room by 6pm. Because it is the peak season now. If you make
4)指定的房间没空缺或酒店客满 指定的房间没空缺或酒店客满
1. I’m afraid we have no twin room available but we can offer you a double room. 我们恐怕没有多余的双床间了，但是我们可以给您提供一个 我们恐怕没有多余的双床间了， 大床间。 大床间。 2. I'm afraid we have no swathe available . Would you mind a twin instead? 我们恐怕没有多余的套间了， 你建议改定双床间吗？ 我们恐怕没有多余的套间了， 你建议改定双床间吗？ 3. I'm sorry but we are fully booked those days as it is the peak season. 很抱歉因为是旺季， 那段时间的客房都被订光了。 很抱歉因为是旺季， 那段时间的客房都被订光了。 4. Is it possible for you to change your reservation date? 您可不可以改变预定日期呢？ 您可不可以改变预定日期呢？
2）对房间和床具的偏好 ）
1. What kind of room would you prefer? 你想要什么样的房间 2. I'd like to reserve a room with the sea view./mountain view. 我想订一间看得到海/山的房间 3.I'd like a room with a very large bed/ I'd like a room with a very large balcony. 我想要一间有大床的房间/我想要一间有阳台的房间 4. Certainly, sir. We will book you into a room with the queen size bed/the king size bed. 好的先生，我们会为您登记一间有大号床的房间/ 特大号床的房间
(11)____________, we can hold the room overnight. Would you like to make a guaranteed reservation (12)__________________?
-Fine, do you accept American express? --Yes, may I know the number? --It's 134948. --Thank you Mr. Johnson. You've made guaranteed reservation in Guangzhou Hotel. From April,16th to 20th for five nights. If you can't arrive at scheduled. Please inform us before 6pm on April, 16th. Thank you for calling. And we look forward to serving you!
ANSWERS:
(1)Room reservations, may I help you? (2)Which date and how many guests (3)Which king of room would you prefer? (4)A twin (5)room availability (6)a twin room at 180 dollars per night (7)May I have your name and phone number? (8)How do you spell your first name? (9)arrival time (10)unguaranteed reservation (11)a guaranteed reservation (12)by credit card