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1、Unit 1,Room Reservations,客房预订,Learning Objectives,Learn how to receive room reservations;,学会怎样接待客房预订；,Learn how to change room reservations;,学会怎样更改客房预订；,Learn how to make a reservation on the Internet.,学会怎样进行网络客房预订。,主讲人：,Unit 1,Room Reservations,Background Information,Unit 1,Room Reservations,Backgr
2、ound Information,Unit 1,Room Reservations,Background Information,Unit 1,Room Reservations,Background Information,Unit 1,Room Reservations,Background Information,（,2,）前台常用词汇,Unit 1,Room Reservations,Dialogues,J=Jane,(Receptionist),S=Stephen,Nobel,(Guest),J:,Good,afternoon,Reservations.,Can,I,help,you
3、?,S:,This,is,Stephen,Nobel.,Id,like,to,reserve,a,room,for,my,friends.,J:,Oh,Mr.,Nobel.,What,type,of,room,do,you,prefer?,S:,A,double,room,please.,J:,For,which,dates?,And,how,many,guests,will,be,arriving?,S:,From,May,20th,to,May,22nd.,Two,persons.,J:,Hold,on,please.,One,double,room,from,May,20th,to,Ma
4、y,22nd.,Yes,we,still,have,rooms,available.,The,rate,will,be,RMB,680,yuan,per,night.,S:,OK,thats,fine.,J:,Can,I,have,your,guestsnames,please?,S:,John,White,and,his,wife.,Can,you,give,us,a,special,rate,since,ours,is,a,company,booking?,J:,There,is,a,25%,company,discount.,S:,Great.,With,or,without,break
5、fast?,J:,The,room,rate,includes,free,breakfast.,How,would,you,like,to,make,the,payment,sir?,S:,My,Visa,Card.,The,card,number,is,6235,6695,4585,2695.,J:,Thank,you.,How,will,they,be,arriving?,S:,By,air.,Do,you,offer,airport,pick-up,services?,J:,Yes.,What,is,their,flight,number?,S:,Flight,KW,760,arrivi
6、ng,in,Beijing,at,1:00,p.m.,on,the,20th.,J:,OK,our,hotel,shuttle,bus,will,pick,them,up,at,the,airport,when,they,arrive.,S:,Thank,you.,Goodbye.,J:,Youre,welcome.,Goodbye,Mr.,Nobel.,Dialogue,1,Receiving Reservation,接待预订,Unit 1,Room Reservations,Dialogues,J=Jane,(Receptionist),S=Stephen,Nobel,(Guest),J:
7、,Good,morning,Rongjiang,Hotel,Jane,speaking.,S:,Hello,my,name,is,Stephen,Nobel.,I,need,to,cancel,my,reservation,for,next,Friday,July,12th.,Can,you,help,me,with,that?,J:,Of,course.,Could,you,tell,me,your,name,and,the,reservation,number,please?,S:,Its,Stephen,Nobel,and,the,reservation,number,is,RJ7638
8、HT.,J:,Mr.,Nobel,thats,fine.,Ive,cancelled,your,reservation,for,you.,S:,Thats,good.,J:,Theres,no,cancellation,charge,because,youve,cancelled,within,our,48-,hour,cancellation,deadline.,S:,Good.,J:,Would,you,like,me,to,send,you,a,confirmation,email?,S:,Yes,please.,Thank,you,and,goodbye.,J:,Bye.,Dialog
9、ue,2,Reservation Changes,预订更改,Unit 1,Room Reservations,Dialogues,J=Jane,(Receptionist),S=Stephen,Nobel,(Guest),J:,Good,afternoon,Reservations.,May,I,help,you?,S:,Hello,this,is,Stephen,calling,from,America,Steel,Company.,Id,like,to,know,if,you,have,rooms,available,for,the,nights,from,18th,September,t
10、o,23rd,September.,We,are,going,to,have,a,business,fair.,J:,May,I,ask,how,many,people,there,will,be,in,the,party,sir?,S:,Ten,persons.,J:,What,kind,of,rooms,would,you,like,to,reserve,sir?,S:,One,suite,and,nine,single.,J:,Just,a,moment,please,sir.yes,we,have,rooms,available,then.,So,thats,one,suite,nin
11、e,single,arriving,on,the,18th,of,September,and,checking,out,on,the,23rd.,America,Steel,Company.,S:,Thats,right.,Well,is,there,a,special,rate,for,a,group,reservation?,J:,Yes,we,can,offer,you,a,20%,discount.,By,the,way,could,you,tell,me,how,you,will,be,settling,the,account,please?,S:,The,company,will,
12、cover,all,the,expenses,and,well,send,you,a,check,soon.,J:,Thank,you,for,calling,sir.,We,look,forward,to,welcoming,you.,Dialogue,3,Receiving a Corporate Reservation,接待公司团体预订,Unit 1,Room Reservations,Dialogues,Unit 1,Room Reservations,Useful Drills,(,注：表示客户用语,),1. How to Greet Walk-in Customers or Cus
13、tomers on Phone,如何接待上门顾客或电话预订顾客,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？,Id 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。,Id like to book a double ro
14、om for my friend.,我想为朋友预订一间双人房。,Unit 1,Room Reservations,Useful Drills,(,注：表示客户用语,),2. How to Get Information from the Customers,如何从客户处获取信息,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？,Which date would that be?/For which date?,请问要订什么时候的？,What type of room do you re
15、quire?,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,/,电话号码是,?,How many guests will there be in your party?,您一行有多少人？,May I have your airline and flight number, please?,请告诉我您搭乘的航空公司和航班号码好吗？,Unit 1,Room Reservations,Useful Drills,(,注：表示客户用
16、语,),3. How to Offer and Get Room Rate,怎样提供和获知房价,How much does a double room cost?,一间双人房要多少钱呢？,Does the price include breakfast?,这个价钱包括早餐吗？,RMB380 per night, with breakfast.,每天,380,元，送早餐。,We have a double at RMB800 and RMB1,000 available. Which one would you prefer?,我们有价位,人民币,800,元和,1000,元的大床房，您喜欢哪一种
17、呢？,We charge RMB600 for a deluxe twin per night.,双人豪华房，每间每晚人民币,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。,Im sorry, but there is no discount.,对不起，我们不提供折扣。,We offer special rates for your company, sir. For a single room, there is a 15% discount.,我们酒店,为贵
18、公司提供特价，先生。单人房可以打,8.5,折。,We have already cut the price very fine.,我们已经将价格降至最低限度了。,Unit 1,Room Reservations,Useful Drills,(,注：表示客户用语,),4. Confirm and Register,确认和登记,Is this a new reservation or a confirmation call?,您这个电话是新的预订，还是确认预订呢？,Your room is confirmed./Your reservation is confirmed.,您的预订已经得到确认。,
19、Would you please complete this registration form?,请您填写这张登记表好吗？,Shall I make a reservation for you now?,我现在为您预订好吗？,In whose name was the reservation made?,这项预订是用谁的名字订的？,Your room is confirmed for that day. We look forward to serving you.,您预定日期的房间已经确,认了。我们期待着为您服务。,Unit 1,Room Reservations,Useful Drill
20、s,(,注：表示客户用语,),5. Booked Up,订房已满,Im afraid we have no twin rooms available, but we can offer you a double room.,我们恐怕没有,空余的双床间了，但是可以提供您一个大床房间。,Im sorry, but were all fully booked for those days as it is the peak season.,很抱歉，因为是旺季，,那段时间的客房都被订光了。,This is the busiest season. Im very sorry, but could you
21、 call us again later this week? We may have,some cancellations.,现在是最繁忙的季节。非常抱歉，但是能不能请您这个周末再打电话过来，,可能会有人取消预订。,Im sorry, but we have no vacancies at the moment.,对不起，我们现在没有空房。,Im sorry, but all rooms are taken.,很抱歉，所有的客房都已经订满了。,Unit 1,Room Reservations,Tips,1. Four Basic Interrogative Sentences,四种疑问基本句
22、型,Unit 1,Room Reservations,Tips,Unit 1,Room Reservations,Tips,Unit 1,Room Reservations,Tips,Unit 1,Room Reservations,Tips,Unit 1,Room Reservations,Tips,2. Types of Hotel and Room,酒店和房间的类型,（,1,）按酒店的经营类型与规模大小来分，可以分为以下类型：,Unit 1,Room Reservations,Tips,（,2,）按房间的床位数量与大小来分，可以分为以下类型：,Unit 1,Room Reservatio
23、ns,Tips,（,3,）按房内装修程度来分，可以分为以下类型：,Unit 1,Room Reservations,Tips,（,4,）按房间的房态来分，可以分为以下类型：,Unit 1,Room Reservations,Tips,Unit 1,Room Reservations,Tips,Unit 1,Room Reservations,Tips,3. Hotel Star Division,酒店的星级划分,Unit 1,Room Reservations,Tips,4. Receiving a Guaranteed Reservation,接待有保证的预订,Unit 1,Room Res
24、ervations,Exercises,Exercise 1 Dialogue Completion,Complete the following dialogue according to the Chinese in brackets and then read it in roles.,J=Jane (Receptionist),S=Stephen Nobel (Guest),J: _?,（早上好，我是订房部的,Jane,，有什么可以帮到您吗？）,S: This is Stephen Nobel calling from America. _,（我想要订一间房）,J: _?,（好的，诺贝
25、尔先生。您打算住多,久呢？）,S: Five nights, please.,J: _?,（您要订哪天的房呢？）,S: From August 10th to 13th.,J: For four nights. _? (,您打算要哪种房型？,),S: Id like to book a double room for myself and my wife. Whats the rate?,Good morning. Reservation. Janes speaking. How can I help you?,Id like to reserve a room,Yes, Mr. Nobel.
26、 How long will you be staying in this hotel,For when,What kind of room would you like,Unit 1,Room Reservations,Exercises,J: _.,（标准双人间每天,320,元，,豪华双人间每天,360,元。）,_?,（您要哪一种？）,S: Ill take a standard double. It is about 40 US dollars per night, isnt it?,J: Yes, Mr. Nobel, a standard double room, _.,（时间是从,
27、8,月,10,日至,13,日。）,Am I correct?,S: Yes, you are right.,J: _? (,你们几点钟到酒店呢？,),S: _. (,大约下午,5,点。,),J: Yes, Mr. Nobel. We will pick you up at the airport. _?,（我们要怎样联系您,呢？）,S: You can call my friends number: 13913813713 He will also greet me at the airport that day. And you,can find me.,J: _,（感谢您的来电，）,Mr.
28、 Nobel.,_.,（期待您的光临。）,Goodbye.,S: Thats fine. Thank you. Goodbye.,Its RMB320 for a standard double and RMB360 for a deluxe double,Which one do you like,from August 10th to August 13th,What time will you be arriving,Around 5 p.m,How can we contact you,Thank you for calling,We are looking forward to yo
29、ur coming,Unit 1,Room Reservations,Exercises,Exercise 2 Role-play,1.,假设你是北京天天酒店的预订员,Jane,。你接到了一位客户从大连打来的电话，他一个人驾车,来北京休闲旅游（,leisure travel,），要预订一间豪华单人间，并先用信用卡保证预订（,credit card,guaranteed reservation,）。请你和你的同学模拟对话中的角色，准备该对话，然后在班上进行口头,表演。,J,=Jane,(Receptionist),S,=,Stephen,Nobel,(Guest),J:,Room,Reserva
30、tion.,Can,I,help,you?,S:,Yes,I,am,calling,from,Dalian,City.,I,will,make,a,leisure,travel,to,Beijing,next,week.,So,I,want,to,book,a,room,at,your,hotel.,J:,Thats,wonderful.,Which,date,please?,S:,From,September,9th.,J:,For,how,many,nights?,S:,For,two,nights.,J:,How,many,guests,will,there,be,in,your,par
31、ty?,S:,Just,my,wife,and,myself.,Unit 1,Room Reservations,Exercises,J:,What,kind,of,room,would,you,prefer?,A,single,or,a,double?,S:,A,single,please.,J:,Could,you,hold,the,line,please.,Ill,check,the,list,Thank,you,for,waiting,sir.,We,have,a,single,room,at,RMB,150,and,another,at,RMB,180.,Which,one,woul
32、d,you,prefer?,S:,Id,like,to,take,the,RMB,180.,J:,Do,you,wish,to,guarantee,the,room?,S:,Yes,I,need,to.,J:,Will,that,be,your,credit,card,or,will,you,pay,in,advance?,S:,My,credit,card,please.,J:,May,I,know,the,type,of,card,and,the,number?,S:,Yes,its,Visa.,The,card,number,is,expiration,date,is,Dec.,10th
33、,2018.,And,my,name,is,Stephen,Nobel.,J:,Thanks.,Mr.,Nobel.,One,single,room,arriving,on,September,9th,and,leaving,on,September,11th,in,name,of,Mr.,Stephen,Nobel.,The,rate,for,the,room,is,RMB,180,per,night.,This,is,a,guaranteed,reservation,and,will,be,held,for,you.,Your,credit,number,is,4XXX,XXXX,XXXX
34、,XX66.,Am,I,correct?,S:,Yes,thats,correct.,Thanks,for,your,help.,Goodbye.,J:,Goodbye.,We,are,always,at,your,service.,Unit 1,Room Reservations,Exercises,2.,假如你是一家电器公司的经理，你们公司打算于,12,月,22,日在北京举办庆祝公司成立十周年,的会议，会后打算入住北京天天酒店，先致电天天酒店预订部，要求订,50,间标准双人房、,10,间豪,华双人房、,2,间套间，时间从,12,月,22,日至,25,日，共,4,天。请你和你的同学模拟对话中
35、的角色，准,备该对话，然后在班上进行口头表演。,J,=Jane,(Receptionist),S,=,Stephen,Nobel,(Guest),J:,Good,morning.,Reservations,Janes,speaking.,How,may,I,help,you?,S:,Good,morning.,This,is,Stephen,Nobel,from,Dalian,Electrical,Company.,Our,company,is,going,to,give,an,anniversary,in,Beijing,on,December,22nd.,Please,reserve,50
36、,standard,double,room,10,deluxe,double,room,2,suites.,J:,When,was,that,for,please?,S:,Four,nights.,From,December,22,nd,to,December,25,th,.,J:,Please,hold,the,line,one,moment.,I,see,your,company,has,an,arrangement,with,this,hotel,for,all,types,of,room.,We,will,give,you,a,discount,at,40%.,Exercise 2 Role-play,Unit 1,Room Reservations,Exercises,S:,OK.,Thatll,be,fine.,J:,What,time,will,you,arrive?,S:,We,will,arrive,at,2:00,p.m.,on,December,22nd.,J:,OK.,We,will,make,a,perfect,arrangement,for,your,company.,S:,Thank,you,very,much.,See,you.,J:,Goodbye.,
