酒店英语学习情境一：前厅服务英语1-1 Room Reservations.ppt

学****情境一:前厅服务英语
学****任务: 预订房间
Name : Kelly
Job: Reservationist
Responsibility:
To sell hotel rooms and help guests book rooms they want.
Contents
Learning Objectives 学****目标
1
Working Procedures 工作程序
2
Working Knowledge 工作知识
3
Hotel Task 酒店任务
4
5
Words and Expressions
6
Activity
Learning Objectives 学****目标
After finishing this task, you should be able to:
☆ Ask guests’ information about booking rooms
☆ Offer help to guests
Working Procedures 工作程序
Greet the guest 向客人问好
Ask the guest the reservation information
询问客人预订信息
Search for the room available/needed in puter 在电脑上查找所需要的空房
Get the detail information from the guest
从客人那里获取详细的信息
Confirm the reservation 确认预订
Express your wishes 表示祝愿客人
Form the reservation record 形成预订记录
Working Knowledge 工作知识(1)
When making reservations, you should ask the
guest the following information:
1. The date of arrival and departure
(客人到达和离开酒店的时间)
2. The number of the people
(住店的人数)
3. The room type and the number of rooms
(客人所要的房型和房间数)
4. Special requests
(特别的要求)
You should also confirm the followings from the
guest:
1. The name of the guest or name of the group
(客人的姓名或团队名称)
2. The guest’s telephone number
(客人的电话号码)
3. The contact name and his telephone number
(如果是代订还要留下代订人的姓名及电话号码)
Working Knowledge 工作知识(2)
Situation
Polite language
ask for information
“May I…?”,
“Could you…?”
make requests
“Would you like me to ….?”,
“Shall I…?”
If you don’t understand what the guest says
“I beg your pardon.”,
“Pardon me?”
“Sorry, I don’t understand. Could you please repeat that?”
Pay attention to use polite language.
In the form below are room types and their
corresponding Chinese names.
单人间
Single Room
商务套间
Business Suite
大床间
Double Room
行政套间
Executive Suite
双人间
Twin Room
豪华套间
Deluxe Suite
三人间
Triple Room
总统套间
Presidential Suite
普通套间
Junior Suite
豪华海景客房
Deluxe Sea-View Room
Hotel Task 酒店任务
Suppose you are Kelly, now you’re going to book rooms for the guest. Please perform the task accordi