《洒店英语 Hotel English》课程教学资源（PPT课件讲稿，共二十九讲）

Hotel English

Hotel English

Chapter 1 Reservation Service Basie Procedures O telephone reservation O revising the reservation o cancel the reservation

● telephone reservation ● revising the reservation ● cancel the reservation Basic Procedures Chapter 1 Reservation Service

Background Information Nowadays hotel advance reservation business is the introduction of a computerized reservation Network linking different hotels in a hotel chain with each other, with airline seat reservation system and with the computer terminals in the offices of travel agencies thus the quest s reservation is very convenience. Guests can go simply to either agency or an airline office or to have their reservation in the Hotel they like

Background Information Nowadays Hotel advance reservation business is the introduction of a computerized reservation Network linking different hotels in a hotel chain with each other, with airline seat reservation system and with the computer terminals in the offices of travel agencies. Thus the guest’s reservation is very convenience. Guests can go simply to either agency or an airline office or to have their reservation in the Hotel they like

Dialogues Sentences for imitation: Knowledge Tips Practical Training

Dialogues Sentences for Imitation: Knowledge Tips Practical Training

Dialogue 1 Receiving a reservation (R= Receptionist O= Operator G= Guest) O: Good evening. Shangri-la Grand Hotel. May I help you? G 'd like to reserve a room O: Hold on, please. I will put you through to the reservation department R: Good morning. Room Reservations. May I help you? G: Id like to reserve a room for 2 nights R: What kind of room would you like, sir? G: I would like to have a double room R: May I have your name and phone number, please? G: John Black J-O-H-N B-L-A-C-K. And my telephone number is 008 528 382 268. R:J-O-H-nB-L-A-C-K. Mr Black. Your telephone number is 008 528 382 268 When are you going to arrive here? G: Next Monday. February 28th, I think R: Very well. I would like to confirm your reservation a double room for 2 nights from February 28th to March 1st. Am I all right? G: Absolutely. Thank you R: It,'s my honor to serve you. We are looking forward to serving you G: Thats fine good-bye R: Good-bye

Dialogue 1 O: Good evening. Shangri-la Grand Hotel. May I help you? G: I’d like to reserve a room. O: Hold on, please. I will put you through to the reservation department. R: Good morning. Room Reservations. May I help you? G: I’d like to reserve a room for 2 nights. R: What kind of room would you like, sir? G: I would like to have a double room. R: May I have your name and phone number, please? G: John Black. J-O-H-N B-L-A-C-K. And my telephone number is 008 528 382 268. R: J-O-H-N B-L-A-C-K. Mr. Black. Your telephone number is 008 528 382 268. When are you going to arrive here? G: Next Monday. February 28th, I think. R: Very well. I would like to confirm your reservation. A double room for 2 nights from February 28th to March 1st. Am I all right? G: Absolutely. Thank you. R: It’s my honor to serve you. We are looking forward to serving you G: That’s fine. Good-bye. R: Good-bye. Receiving a Reservation (R= Receptionist O= Operator G= Guest )

Dialogue 2 Tour Group Reservation (R= Receptionist GL= Group Leader R: Good evening, sir. Shangri-la Grand Hotel. May I help you? GL: Yes. Id like to make a group reservation in your hotel R: We have different kinds of rooms, such as single rooms, double rooms, twin rooms, different deluxe suites in Chinese, Japanese roman and presidential styles. Which kind of room would you like? GL: I think we would like to have 16 double rooms and one deluxe suite in Chinese style R: For which date? GL: From January 6th to January 10th R: Wait a moment, please. I am going to check the room availabilities for those days (After a short while) Thank you for your waiting, ma'am. The rooms you want are available at that time. May I know the name of the group?

Dialogue 2 ( R= Receptionist GL= Group Leader ) R: Good evening, sir. Shangri-la Grand Hotel. May I help you? GL: Yes. I’d like to make a group reservation in your hotel. R: We have different kinds of rooms, such as single rooms, double rooms, twin rooms, different deluxe suites in Chinese, Japanese, Roman and Presidential styles. Which kind of room would you like? GL: I think we would like to have 16 double rooms and one deluxe suite in Chinese style. R: For which date? GL: From January 6th to January 10th. R: Wait a moment, please. I am going to check the room availabilities for those days. (After a short while) Thank you for your waiting, ma’am. The rooms you want are available at that time. May I know the name of the group? Tour Group Reservation

Dialogue 2 Tour Group Reservation (R= Receptionist GL= Group Leader GL: British Business Delegation R: British Business Delegation. May I have your name and telephone number? GL. John White, And the number is 886 660 67 R: Mr. White. Id like to confirm your reservation. 16 double rooms and one deluxe suite in Chinese style from January 6th to January 10th for 4 nights for British Business Delegation Group. And your phone number is 886 660 67 Is that all right? GL: Exactly. Thank you very much. Good-bye R: It's my honor to be at your service. I am looking forward to serving you Good-bye

Dialogue 2 ( R= Receptionist GL= Group Leader ) GL: British Business Delegation. R: British Business Delegation. May I have your name and telephone number? GL: John White. And the number is 886 660 67. R: Mr. White. I’d like to confirm your reservation. 16 double rooms and one deluxe suite in Chinese style from January 6th to January 10th for 4 nights for British Business Delegation Group. And your phone number is 886 660 67. Is that all right? GL: Exactly. Thank you very much. Good-bye. R: It’s my honor to be at your service. I am looking forward to serving you. Good-bye. Tour Group Reservation

Dialogue 3 Face to Face the reservation R= Receptionist G= Guest) R: Good evening, sir. Welcome to Great Wall Hotel. May I help you? G: Yes. I'd like to reserve a room for 3 days, please R: What's the type of room that you like? G: I'd like to have a single room. and I want to stay at your hotel from October 5th to october 7th R: Wait a moment, please. I am going to check the room availabilities for those days (After a short while Thank you for your waiting, sir. We have no single room at that time. Would you like to have a double room instead of a single room? G: What's the difference?

Dialogue 3 (R= Receptionist G= Guest ) R: Good evening, sir. Welcome to Great Wall Hotel. May I help you? G: Yes. I’d like to reserve a room for 3 days, please. R: What’s the type of room that you like? G: I’d like to have a single room. And I want to stay at your hotel from October 5th to October 7th. R: Wait a moment, please. I am going to check the room availabilities for those days. (After a short while) Thank you for your waiting, sir. We have no single room at that time. Would you like to have a double room instead of a single room? G: What’s the difference? Face to Face the Reservation

Dialogue 3 Face to Face the Reservation (R= Receptionist G= Guest R: The main difference is the bed in the double room is nearly as 2 times big as the one in the single room, so you will feel more comfortable in the double room Furthermore, the price of a double room per night is 880 RMB, at the meantime, the single room is 580 RMB per night G: Sounds not bad. Okay, I'lI have it R: May I have your name and phone number, please? G: Simon Smith. S-I-M-0-NS-M-I-T-H. And the number is 886 680 08 R: Mr. Smith. I'd like to confirm your reservation. A double room from October 5th to October 7th for 2 nights. And your phone number is 886 680 08. Is that all right? G: Exactly good-bye R: Okay. Mr. Smith. I am looking forward to serving you. Good-bye

Dialogue 3 (R= Receptionist G= Guest ) R: The main difference is the bed in the double room is nearly as 2 times big as the one in the single room, so you will feel more comfortable in the double room. Furthermore, the price of a double room per night is 880 RMB, at the meantime, the single room is 580 RMB per night. G: Sounds not bad. Okay, I’ll have it. R: May I have your name and phone number, please? G: Simon Smith. S-I-M-O-N S-M-I-T-H. And the number is 886 680 08. R: Mr. Smith. I’d like to confirm your reservation. A double room from October 5th to October 7th for 2 nights. And your phone number is 886 680 08. Is that all right? G: Exactly. Good-bye. R: Okay. Mr. Smith. I am looking forward to serving you. Good-bye. Face to Face the Reservation

Dialogue 4 Revising the Reservation (R= Receptionist G= Guest R: Good evening, sir. Welcome to Hua Tian Hotel. May I help you? G: Yes. I'd like to revise my room reservation R: Could you tell me under whose name was the reservation made? G: Under my name. Smith S-M-1-T-H R: For which date? G: From december 12th to 23rd R: Okay. I've found the record of the reservation. How would you want to revise your reservation? G: I would like to postpone the reservation 3 days later, because my schedule has been changed a little bit R: So, Mr. Smith, your reservation would be revised from december 15th to 26th G: Yes. Thats all right. Thank you R: It's my pleasure. One more thing Mr. Smith. Is your telephone number still the former one we have? G: Yes, absolutely R: Okay. Mr. Smith. Thank you for your calling us. We are looking forward to seeIng you

Dialogue 4 (R= Receptionist G= Guest ) R: Good evening, sir. Welcome to HuaTian Hotel. May I help you? G: Yes. I’d like to revise my room reservation. R: Could you tell me under whose name was the reservation made? G: Under my name. Smith. S-M-I-T-H. R: For which date? G: From December 12th to 23rd. R: Okay. I’ve found the record of the reservation. How would you want to revise your reservation? G: I would like to postpone the reservation 3 days later, because my schedule has been changed a little bit. R: So, Mr. Smith, your reservation would be revised from December 15th to 26th. G: Yes. That’s all right. Thank you. R: It’s my pleasure. One more thing, Mr. Smith. Is your telephone number still the former one we have? G: Yes, absolutely. R: Okay. Mr. Smith. Thank you for your calling us. We are looking forward to seeing you. Revising the Reservation