unit 1 - room reservations

Unit 1 Room Reservations I Lead in
II Dialogue study
1-1
1-2
1-3
III 2-13.You'll be expected to be here then.
3.We can either put him on a waiting list or find him a room in a nearby hotel.
4. We have special bedrooms which all have a wide door into the bathroom with appropriate and toilet facilities. Besides, there’re no steps between the street and the entrance to the hotel. There is a special list from the car park to the ground floor, and all the lifts are all wide enough to take a wheelchair.
2. I’m afraid we won’t be able to guarantee him a room after the 28th. We usually have high occupancies in the peak seasons.
Pair Practice
Speaking Practice
Collection of special terms
Dialogue Listening
A.Listen to the tape, fill in blanks to complete the dialogue.
single rooms
double rooms
suites and deluxe suites in Japanese
British, French and Presidential styles
Dialogue 2 A Face-to-Face Interview（当面预订）
Dialogue 1 A Long-distance Call Reservation （长途电话预订）
Vocabulary
1.room type
* room type
* arrival and departure date
* name and telephone No.
* guarantee method
* special needs
Question: 1. What information do we need to know when making a reservation?
2. If your hotel is flly booked, how would you politely turn down the request to book a room？
3. How to conclude a reservation?
1.How long will he be staying?
B.Key words, grammar and relative hotel knowledge introduction.
2. 预订所需的信息
2-2
ⅣⅣReading Practice
• A Business Letter: A Request for a Reservation (一封商务信函：要求预订）
• Reservation （预订）
Cross-cultural Communication
Since a majority of hotel guests make reservations in advance of their stay, the Reservation Department usually becomes their first contact with the hotel. It is responsible for receiving and processing reservations, forecasting occupancy levels and room revenue, as well as maintaining availability to ensure that no over-booking occurs.
Requests for reservations are received at the hotel through different means by telephone, fax, letter, telex and telegram or made by the guest in person. The increasing use of computers in hotels by both independent and chain hotels is making the reservation process simpler for the guest and more efficient for the hotel.
Throughout the reservation process, information gathered about the guest and his stay should be recorded if a room is available.This reservation record can be recorded on paper or in a computer file for storage and retrieval. It must contain the following minimum information:
Guest name, address, and telephone number.
Arrival date and time, and length of stay.
Type and number of rooms and number in the party.
Rate quoted.
Guarantee method.
Information such as method of payment, special request (non-smoking room, handicapped) and the purpose of guest’s visit is helpful in satisfying the guest’s needs.
All activities of the Reservation Department require its working closely and cooperating with every other department of the hotel. The Reservation Department must also provide the other departments with a forecast of expected occupancy. The forecast is extremely important, since it provides the Housekeeping,
1) Finding out what the client wants
a. Would you like a room with a front view or rear view?
b. A single room or a double room?
c. Do you prefer bath or shower?
d. Would you like breakfast?
e. How long do you plan to stay?
f. Is it just for tonight?
2) Accepting a booking
a. I can book you a room for the first two days.
b. We can confirm a room for April 22 only.
c. It’s fine for Thursday night.
3) Refusing a booking
a. We are fully booked for all types of room for the date.
b. If there isn’t any room, we can put you on a waiting list or we can find you a room in another hotel.
c. We don’t have and single room available. Would you mind a double room instead?
4) Getting the details of arrival
a. When will you be arriving?
b. Could I have the airline flight number and arrival time?
Role-playing。