1、Unit 1Unit 1Room Reservations客房預訂Learning ObjectivesLearn how to receive room reservations; 學會怎樣接待客房預訂；Learn how to change room reservations; 學會怎樣更改客房預訂；Learn how to make a reservation on the Internet. 學會怎樣進行網絡客房預訂。Unit 1Room ReservationsBackground InformationUnit 1Room ReservationsBackground Inform

2、ationUnit 1Room ReservationsBackground InformationUnit 1Room ReservationsBackground InformationUnit 1Room ReservationsBackground Information（2）前臺常用詞匯）前臺常用詞匯Unit 1Room ReservationsDialoguesJ=Jane (Receptionist)S=Stephen Nobel (Guest)J: Good afternoon, Reservations. Can I help you?S: This is Stephen N

3、obel. 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 May 22nd. Yes, we still ha

4、ve 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 breakfast?J: The room rate incl

5、udes 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, arriving in Beijing at 1:00 p.m. on

6、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 接待預訂接待預訂Unit 1Room ReservationsDialoguesJ=Jane (Receptionist) S=Stephen Nobel (Guest)J: Good morning, Rongjiang Hotel, J

7、ane 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 RJ7638HT.J: Mr. Nobel, thats fine. Iv

8、e 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.Dialogue 2 Reservation Changes 預訂更改預訂更改Unit

9、 1Room ReservationsDialoguesJ=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 to 23rd September. We are going to hav

10、e 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, nine single, arriving on the 18th of Se

11、ptember 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 cover all the expenses and well se

12、nd you a check soon.J: Thank you for calling, sir. We look forward to welcoming you.Dialogue 3 Receiving a Corporate Reservation 接待公司團體預訂接待公司團體預訂Unit 1Room ReservationsDialoguesUnit 1Room ReservationsUseful Drills(注：表示客戶用語)1. How to Greet Walk-in Customers or Customers on Phone 如何接待上門顧客或電話預訂顧客Good m

13、orning, Reservations. Jane speaking. Can I help you? 早上好。我是訂房部的Jane。有什么可以幫到您的嗎？Good afternoon. Welcome to Tiantian Hotel! May I help you? 下午好。歡迎光臨天天酒店！有何吩咐呢？ Id like to book a single room for Wednesday next week. 我想要訂一間下周三入住的單人房。 Id like to book a double room for my friend. 我想為朋友預訂一間雙人房。Unit 1Room R

14、eservationsUseful Drills(注：表示客戶用語)2. How to Get Information from the Customers 如何從客戶處獲取信息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? 請問要訂什么時候的？What type of room do you require? 請問您要哪種房型？How many rooms will you require? 請問您要訂

15、多少間房呢？May I have your name/telephone number, please? 請問您的名字/電話號碼是?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? 請告訴我您搭乘的航空公司和航班號碼好嗎？Unit 1Room ReservationsUseful Drills(注：表示客戶用語)3. How to Offer and Get Room Rate 怎樣提供和獲知房價 How much does a doub

16、le room cost? 一間雙人房要多少錢呢？ Does the price include breakfast? 這個價錢包括早餐嗎？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? 我們有價位人民幣800元和1000元的大床房，您喜歡哪一種呢？We charge RMB600 for a deluxe twin per night. 雙人豪華房，每間每晚人民幣600元。The price/r

17、ate for a minimum of 5 rooms is 20 percent off. 如果起訂5 間房，房價可以享受20的優惠。Im sorry, but there is no discount. 對不起，我們不提供折扣。We offer special rates for your company, sir. For a single room, there is a 15% discount. 我們酒店為貴公司提供特價，先生。單人房可以打8.5折。We have already cut the price very fine. 我們已經將價格降至最低限度了。Unit 1Room

18、 ReservationsUseful Drills(注：表示客戶用語)4. Confirm and Register 確認和登記Is this a new reservation or a confirmation call? 您這個電話是新的預訂，還是確認預訂呢？Your room is confirmed./Your reservation is confirmed. 您的預訂已經得到確認。Would you please complete this registration form? 請您填寫這張登記表好嗎？Shall I make a reservation for you now

19、? 我現在為您預訂好嗎？In whose name was the reservation made? 這項預訂是用誰的名字訂的？Your room is confirmed for that day. We look forward to serving you. 您預定日期的房間已經確認了。我們期待著為您服務。Unit 1Room ReservationsUseful Drills(注：表示客戶用語)5. Booked Up 訂房已滿Im afraid we have no twin rooms available, but we can offer you a double room.

20、我們恐怕沒有空余的雙床間了，但是可以提供您一個大床房間。Im sorry, but were all fully booked for those days as it is the peak season. 很抱歉，因為是旺季，那段時間的客房都被訂光了。This is the busiest season. Im very sorry, but could you call us again later this week? We may have some cancellations. 現在是最繁忙的季節。非常抱歉，但是能不能請您這個周末再打電話過來，可能會有人取消預訂。Im sorry,

21、 but we have no vacancies at the moment. 對不起，我們現在沒有空房。Im sorry, but all rooms are taken. 很抱歉，所有的客房都已經訂滿了。Unit 1Room ReservationsTips1. Four Basic Interrogative Sentences 四種疑問基本句型四種疑問基本句型Unit 1Room ReservationsTipsUnit 1Room ReservationsTipsUnit 1Room ReservationsTipsUnit 1Room ReservationsTipsUnit 1

22、Room ReservationsTips2. Types of Hotel and Room 酒店和房間的類型酒店和房間的類型（1）按酒店的經營類型與規模大小來分，可以分為以下類型：）按酒店的經營類型與規模大小來分，可以分為以下類型：Unit 1Room ReservationsTips（2）按房間的床位數量與大小來分，可以分為以下類型：）按房間的床位數量與大小來分，可以分為以下類型：Unit 1Room ReservationsTips（3）按房內裝修程度來分，可以分為以下類型：）按房內裝修程度來分，可以分為以下類型：Unit 1Room ReservationsTips（4）按房間的房態

23、來分，可以分為以下類型：）按房間的房態來分，可以分為以下類型：Unit 1Room ReservationsTipsUnit 1Room ReservationsTipsUnit 1Room ReservationsTips3. Hotel Star Division 酒店的星級劃分酒店的星級劃分Unit 1Room ReservationsTips4. Receiving a Guaranteed Reservation 接待有保證的預訂接待有保證的預訂Unit 1Room ReservationsExercisesExercise 1 Dialogue CompletionComplete

24、 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，我是訂房部的Jane，有什么可以幫到您嗎？）S: This is Stephen Nobel calling from America. _（我想要訂一間房）J: _?（好的，諾貝爾先生。您打算住多久呢？）S: Five nights, please.J: _?（您要訂哪天的房呢？）S: From August 1

25、0th to 13th.J: For four nights. _? (您打算要哪種房型？)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 roomYes, Mr. Nobel. How long will you be staying in this hotelFor whenWhat kind of room would you l

26、ikeUnit 1Room ReservationsExercisesJ: _.（標準雙人間每天320 元，豪華雙人間每天360 元。）_?（您要哪一種？）S: Ill take a standard double. It is about 40 US dollars per night, isnt it?J: Yes, Mr. Nobel, a standard double room, _.（時間是從8月10日至13日。）Am I correct?S: Yes, you are right.J: _? (你們幾點鐘到酒店呢？)S: _. (大約下午5點。)J: Yes, Mr. Nobel

27、. We will pick you up at the airport. _?（我們要怎樣聯系您呢？）S: You can call my friends number:He will also greet me at the airport that day. And you can find me.J: _,（感謝您的來電，）Mr. Nobel. _.（期待您的光臨。）Goodbye.S: Thats fine. Thank you. Goodbye.Its RMB320 for a standard double and RMB360 for a deluxe

28、 doubleWhich one do you likefrom August 10th to August 13thWhat time will you be arrivingAround 5 p.mHow can we contact youThank you for callingWe are looking forward to your comingUnit 1Room ReservationsExercisesExercise 2 Role-play1. 假設你是北京天天酒店的預訂員Jane。你接到了一位客戶從大連打來的電話，他一個人駕車來北京休閑旅游（leisure travel

29、），要預訂一間豪華單人間，并先用信用卡保證預訂（credit card guaranteed reservation）。請你和你的同學模擬對話中的角色，準備該對話，然后在班上進行口頭表演。J=Jane (Receptionist) S= Stephen Nobel (Guest)J: Room Reservation. 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 h

30、otel.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 party?S: Just my wife and myself.Unit 1Room ReservationsExercisesJ: What kind of room would you prefer? A single or a double?S: A single, please.J: Coul

31、d you hold the line, please. Ill check the listThank you for waiting, sir. We have a single room at RMB 150 and another at RMB 180. Which one would 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 adv

32、ance?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, 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 XX66. Am I correct?S: Yes, th