酒店英语视听说课件

请问尊姓大名? 请问您的国籍是哪里? 请让我看一下您的护照好吗?
May I have your check out time, please?
请问您什么时候结账离开?
Tips
1. 四种疑问基本句型 2) 麻烦客人时,可使用Could you ...?
Could you fill out the form, please? Could you write that down, please? Could you hold the line, please? 3) 询问客人的喜好或是做什么时,可使用Would you ...? Would you like to book a double room? Would you like tea or coffee? Would you mind sitting here?
Preference will be given to graduates of this university.
Language points in listening part
• access n. 通道，机会，权利 e.g. The only access to the farmhouse is across the fields.
Good morning. Reservations. Jane speaking. Can I help you? 早上好｡我是订房部的Jane｡有什么可以帮到您的吗? Good afternoon. Welcome to Tiantian Hotel, May I help you? 下午好｡欢迎光临天天酒店!有何吩咐呢? ★I’d like to book a single room for Wednesday next week. 我想要订一间下周三入住的单人房｡ ★I’d like to book a double room for my friend. 我想为我朋友预订一间双人房｡
请您填写这张表格好吗? 请您写下来好吗? 请不要挂电话好吗?
请问您要订一间双人房吗? 请问您要喝茶还是咖啡? 请问您介意坐在这里吗?
4) 在提供建议协助､征求意见时,可使用Shall I ...? 或Would you like me to do ...?
Shall I make the reservation for you? Shall I draw you a map?
Watch the video and practice
• videos\第175回 room reservation - with caption_高 清.mp4
• videos\第一口语网 订房间 booking a room_标清_标 清.flv
Useful Drills
(注:★表示此话为客户所说) I How to greet walk-in customer or customers on phone 接待上门预订或接听预订电话
我可以看看您的护照吗? 你有身份证吗?
Would you please complete this registration form? 请您填写这张登记表好吗?
I’m afraid our hotel is fully booked on that date.
对不起,我们酒店那一天的客房全部订满了｡ Your room is confirmed for that day. We look forward to serving you.
很抱歉,所有的客房都已经订满了｡
Tips
1. 四种疑问基本句型
在正式的英语表达里,疑问基本句型可分为下列四种: May I ...? Could you ...? Would you ...? Shall I ...?
只要理解这四种基本的句型,就可以处理大部分业务上的状况｡
1) 服务员自己要做什么事时,就使用May I ...? May I have your name, please? May I know your nationality, please? May I see your passport, please?
Language points in listening part
• Deluxe adj. 豪华的，高级的 Luxury n./adj. • Anniversary n. Wedding anniversary The college’s 50th anniversary celebration • Amend v. 修改 Amended version. Amendment n.
Hotel
English
课程概况
• 教材：《酒店英语视听说教程》 • 基本教学设计：
背景知识介绍，听力训练，分组情景模拟。 • 考核方式：课堂表现+小组成绩+期末考查
课堂表现：出勤率、主动发言、纪律 小组成绩：情景模拟效果
1.Reservation
Content
2.Registration
3.Concierge
Service procedure(服务流程)
1. Greet the guest 2. Ask the guest of the reservation information:
The date of arrival and departure The number of the people the room type and the number of rooms 3. Search for the room available /needed in the computer 4. Get the following information from the guest the name of the guest the guest’s telephone number 5. Confirm the reservation 6. Express your wishes
What type of room do you require?
请问您要哪种房型?
How many rooms will you require?
请问您要订多少间房呢?
May I have your name/telephone number, please? 请问您的名字/电话号码?
May I have the way to contact with you?
您要的那一日房间已经确认了｡我们期待为您服务｡
V Booked up订房已满 I’m sorry, but we’re booked up.
很抱歉,我们没有空房｡
I’m sorry, but we have no vacancies at the moment对. 不起,我们现在没有空房｡
I’m sorry, but all rooms are taken.
16.Complaint Settlement
Tasks
Reservation
Registration
Checkout
Taking orders
Recommending Chinese Dishes
Introduce Chinese Alcohol culture
Banquet Decoration
订 • How to make a phone call for room reservations 怎
样电话客房预订
Information should be taken
客户基本信息
客户要求
客人姓名 登记编号 联系电话 联系地址 入住人数 入住时间
Guest Name Code Telephone Number Address Number of Guests Occupation Time
Useful Drills
II How to get information from the customers 如何从客户处获取信息
来自百度文库
How long will you plan to stay?
您打算住多久呢?
How long will you be staying?
您打算住多久呢?
May I know who I’m talking with? (Making a phone) 请问您是哪位?
一间双人房要多少钱呢? 每天收费多少? 有优惠/折扣吗? 每天380元,送早餐｡
We can do a standard /deluxe double room for RMB350 per night.
我们有标准/豪华双人房,每天每间350元｡
We charge RMB600 for a deluxe twin per night.
you need a password to get access to the computer system. • Promotion n. 促销；晋升 We are doing a special promotion of wines. His promotion to Sales Manager took everybody by surprise.
Resolving Restaurant complaints
Chapter 1 Reservation
Teaching aims
Aims: • How to receive room reservations 怎样接待客房预
订 • How to confirm room reservations 怎样确定客房预
儿童可以减价｡
We have already cut the price very fine.
我们已经将价格降至最低限度了｡
Useful Drills
IV Confirm and register确认和登记 May I see your passport, please? Have you got any identification?
5.Checkout
6.Housekeeping
7.Food and Beverage Service
8.Western Foods and Western Beverage
10.Chinese Foods
11.Chinese Tea and Alcohol
12.Room Service
13.Banquet Service
双人对床房,每间每天600元｡
The price/rate for a minimum of 5 rooms is 20 percent off.
如果起订5间房,房价可以享受20%的优惠｡
I’m sorry, there is no discount.
对不起,我们不提供折扣｡
There’s a reduction for children.
请问要我为您安排预约吗? 请问要我为您画一张地图吗?
Role-playing
• Each group should make a reservation. Every member should be clear the role you are going to play. Try your best to use some correct and effective sentences.
如何与您联系呢?
Who is the booking for?
请问要以谁的名义来订呢?
Useful Drills
III How to offer and get room rate 怎样提供和获知房价 ★How much does a double room cost? ★How much a day do you charge? ★Can I get a discount? RMB380 per night, with breakfast.
房间种类 房间数量 价格标准 折扣优惠 房间要求 房间布置
Room Type Room Number Price Discount Room Demand Decorations
Room Types
Single room
Double room
Deluxe suite/presidential suite
Language points in listening part
• 1.reserve v. 预定，预约 Reservation n. reserve a room/book a room e.g. I have reserved a room in the name of James. 保持，保留 All rights reserved. 版权所有。 • 2.preference n. 偏爱 e.g. It is a matter of personal preference.