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1、 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 Objectives1234Basic Informationcontract reservationo
2、nlinereservationverbal reservationreservation typesmailfaxtelexcalltalkBasic InformationBasic InformationBasic InformationBasic InformationBasic Informationrack ratecommercial rateday use ratefamily family plan rateplan rate high seasonhigh season rateraterate for rate for extra bedextra bedlow seas
3、on low season rateratecomplimentarydiscount ratepackage plan rategroup rateRoom RatesBasic InformationRaces PricingEuropean plan (EP)American plan ( AP)Modified American plan(MAP)Continental plan (CP)Bermuda plan (BP)Basic Information.A call reservationgreetingask the date and the timeask the number
4、 of the guestsask the style of rooms (for option)ask the name and telephone numberreconfirmationextend wishesService procedure.Face-to-face reservationgreetingask the date and the timeask the number of the guestsask the types of the roomsask the name and telephone numberreconfirmationextend wishesSe
5、rvice procedure.Changing the Reservationgreetingask the reserved date and timeask the reserved room typeask the changing requestscheck the condition of room to make sure whether the changing can be metanswer the request (if the changing can not be made, you may offer some constructive advice)reconfi
6、rmationextend wishesService procedureHow to ExpressAnswering 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, p
7、lease?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?1How to Express10. May I take a message?11. Would you like to leave a massage?12. Im afraid you got the wrong numb
8、er.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
9、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 (Do
10、mestic Direct Dial system) and IDD system (International Direct system) in our hotel.1How to ExpressFill 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
11、 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 Operation1G: The one a
12、t $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 Fli
13、ght 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 OperationRole playSituation: 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 Operation2Thank you for your attention!
