酒店情景英语酒店情景英语Unit 1 Unit 1 Front desk Front deskLesson1 ReservationLesson1 Reservation1Lesson1 ReservationLesson1 ReservationFront desk2How can I make reservations?reservationface to face柜台预定Telephone(电话预定)Internet（网络订房）Fax（传真订房）e-mail(邮件预定)3ReservationReservation预定预定 Warming-upWatch a video and discuss: what are the key points in reservation?4ReservationReservation 客人/代订人/团体姓名 Guest Name 联系电话 Telephone Number 所需客房类型 Room Type 价格或折扣 Price / Discount 所需客房数量 Number of Rooms 抵/离店日期&时间 Arrival Date/Departure Date 入住天数 Length of Staying 订房入住当天的保留时间 Cut-off Time订房8大要素5R Room typeoom type单人间双人间single single roomroomtwin twin roomroom6套房suitesuite总统套房presidepresidential ntial suitesuiteR Room typeoom type7三人间triple triple roomroom大床房double double roomroomR Room typeoom type8Deluxe suite 豪华套间Business suite 商务套间Economy room 经济套间sea view./mountain view room 海景房/山景房Beach villa /water villa沙屋 /水屋Extra bed 加床Face to the south / with a front view朝阳With bath /shower 带浴室/淋浴R Room typeoom type9Service Procedure服务流程1. Greet the guest Hello Sir/Madam, XXX hotel. May I help you? 2. Taking a reservationWhat type of room do you need/prefer? And how many person will there be in your party?3. Referring to dates and times For what dates? How many nights do you wish to stay?4. Accepting or refusing the booking. Let me see if there is a room available. Well. We have.10Its all right for (date )but not (date )We dont have any (room type), would you mind having (room type) I am sorry, we are fully booked on those days. Would you change your reservation date?5.Stating the priceItsper night. (we will give you off).6. Asking guests information.May I have your name and your telephone number?How do you spell your last name?117. confirm the details I would like to confirm your reservation. Mr./Ms. XXX, you have booked/reserved room fromto, the price is and your telephone number is. Is that right?8.Thank the GuestnThank you, we looking forward to seeing you.12 Dialogue C：Clerk 职员 J：Jack 杰克C: Good morning. May I help you? J: Yes, Id like to reserve a room for three days, please.C: For which date? J: From September 15th to 18th. C: Which kind of room would you like, a double or a single? J: A single, please. C: May I have your name and phone number? J: Jack Brown and the number is 3626833. 13 DialogueC: What time do you expect to arrive, Mr. Brown? J: Oh, about 6:30 p.m., I suppose. C: Well，Id like to confirm your reservation. A single room for Mr. Brown at 480 yuan per night for three nights from Sep. 15th to 18th.J: Right. C: Thank you, Mr. Brown.14Reservation CardMr. / Mrs. / Miss: Arrival Date:Departure Date:No. of rooms: Room Type: No. of Persons : Room Rate: Booked by: Tel: Approve by: Taken by: Date:15R：Good morning. This is Xinzhong Hotel Reservations. May I help you?C: Yes, Im calling from the States. Id like to book a room, starting from Sept.22nd.R: What kind of room would you like, sir?C: A double room, please.R: what about a twin-bed room with bath for 90 dollars per night, including breakfast?C:OK.R: May I have your name, sir.C: My name is John Smith.R: Thank you, Mr. Smith. How long will you be staying here?C: Three nights.(the receptionist repeats the reservation.)Thats it. One more thing, how can I have my reservation guaranteed?R: Ill just need your credit card number and take care of the rest of you.C: Its No.1734-4018-2273-1868.R: Thank you, Mr. Smith. Anything else?C: No, thanks. Good-bye.R: Goodbye16PracticePractice Make a dialogue of reservation, including the 8 key points. 17Thanks！18