To learn the service theoretical knowledge about how to offer a satisfactory service in a hotel； To learn how to make a call reservation； To learn how to make a face-to- face reservation. To learn how to deal with the changes in reservation.,Teaching Objectives,Basic Information,mail,fax,telex,call,talk,Basic Information,Basic Information,Basic Information,Basic Information,Basic Information,Basic Information,Basic Information,.A call reservation greeting ask the date and the time ask the number of the guests ask the style of rooms (for option) ask the name and telephone number reconfirmation extend wishes,Service procedure,.Face-to-face reservation greeting ask the date and the time ask the number of the guests ask the types of the rooms ask the name and telephone number reconfirmation extend wishes,Service procedure,.Changing the Reservation greeting ask the reserved date and time ask the reserved room type ask the changing requests check the condition of room to make sure whether the changing can be met answer the request (if the changing can not be made, you may offer some constructive advice) reconfirmation extend wishes,Service procedure,How to Express,Answering outside calls: 1. Good morning/afternoon/evening. This is YunshanHotel. 2. Reservations, can I help you? 3. Room number, please? 4. Just a minute, please. 5. Im sorry, I cant hear you. Could you speak a little louder? 6. Could you repeat that, please? 7. Im sorry, the extension is busy now. Will you try the call later? 8. The line is engaged. Would you like to wait for a moment? 9. Sorry, Miss Smith is not in. Would you call back?,1,How to Express,10. May I take a message? 11. Would you like to leave a massage? 12. Im afraid you got the wrong number. 13. How long do you plan to stay? 14. What kind of room do you prefer? 15. Who is the reservation for? 16. Shall I make a reservation for you? 17. Well extend the reservation for you. 18. We look forward to seeing you 19. I have to check if theres a room available.,Connecting room calls: 1. This is the General Switchboard. 2. What number are you calling? 3. Whos the call for? 4. The number of Sihai Hotel is 2376880. Please dial 0 before you dial the number. 5. Whats the name of the person you wish to speak to? 6. Would you like to place a collect call or make a pay call here? 7. Weve got DDD system (Domestic Direct Dial system) and IDD system (International Direct system) in our hotel.,1,How to Express,Fill in the blanks to make a reservation. C=clerk G=guest C: Good morning. Room reservations. _ Sir? G: Yes. Id like to _ a room for a colleague. C: Thank you, Sir. Which date would that be? G: For one week._ November 1st to 7th. C: Which kind of room _? G: A double. Hell be accompanied by his wife. C: Could you hold the line, please? Ill check our _.Thank you for waiting. Im afraid we have no double rooms, but we do have some twin rooms at $150 and $200 available.,Practical Operation,1,G: The one at $200 sounds fine. C: Certainly, Sir._ of his colleague and his wife? G: Mr. and Mrs. White. C: Thank you. May I have your name and _, please? G: Yes, its 010-3329-2311.I work in Beijing University. My name is John Wang. C: Do you know their flight number and arrival time? G: Yes, its Air China Flight 412. His flight arrives at 3:00 p.m., so he should be there by 6:00p.m.at the earliest. C: Thank you very much. My name is Johnson. I f you have any further inquiries,_.,Practical Operation,Role play Situation: Mr. Green in Shanghai wants to visit Beijing from June 1st to June 4th, you are the clerk of Beijing Hotel and make a reservation for him.,Practical Operation,2,Thank you for your attention!,