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1、Room reservation,Step 1 背景知识,客房预订基本步骤：客人信息包括哪些？客房预订中会遇到哪几种情况？,Ways of making reservation: Telephone Fax Internet Mail verbal,Basic procedures: Greetings Date of arrival and departure Room types Name and telephone Confirmation,Training Objectives After learning this unit, you will be able to: 1.accep
2、t an FIT reservation 2. accept a group reservation 3. adjust the reservation 4. cancel the reservation 5.deal with the situation when your hotel is booked solid,Step 2 Basic Knowledge,Words： Reserve 预订 Reservation 预订 Reservations clerk FIT reservation（free independent traveler） Twin Deluxe Rate Surn
3、ame Initial,Confirm Cancellation Corporate Accommodate Settle Account Guarantee Credit Expiration Extension,词组： Hold the line 请稍等 Departure date 离店时间 In advance 提前 Travel agent 旅行社,重要句型,1. Getting necessary information from customers - Single or double? - Would you like a room facing the park? - How
4、 long do you plan to stay in this hotel? - May I know your name, please? - When for? - How many people will there be in your party?,2.When it takes some time - Just a moment, please. Ill check the room availability. - Hold the line, please. - Thank you for waiting,3. Able or unable to accept a booki
5、ng - We can confirm six standard doubles from May the 6th to the 10th. - We can confirm your credit card guaranteed reservation. - We can confirm advance deposit guaranteed reservation. - We can confirm travel agent guaranteed reservation. - We can confirm contact guaranteed reservation. - Im sorry.
6、 We are booked solid on that date. - Im sorry. We are full up for those dates, but I could suggest you another hotel in the neighborhood.,4. Offering prices - For a single room, the price would be - The daily rate is - The total cost would be - Well have to charge you $ 10 extra. 5. Information on p
7、ayment - How will you be paying the bill? - We accept American Express.,Types of Restaurants 饭店种类,inn 旅馆,饭店lodge 小旅馆tavern 酒店caravansary 马车店,大旅馆hostel 招待所hotel 饭店,酒店motel（=motor hotel） 汽车饭店（旅店）budget hotel 廉价旅馆economy hotel（one-star hotel） 一星级饭店some comfort hotel（two-star hotel） 二星级饭店average hotel（t
8、hree -star hotel） 三星级饭店high comfort hotel（four -star hotel） 四星级饭店deluxe hotel（five-star hotel） 五星级饭店,Background Knowledge 背景知识,Types of Housekeeping 客户类型 （1）single room 单人房（一张单人床）double room 双人房（二张单人床）double room 双人房（二张双人床）big single room 大床房（一张双人大床）tripe room 三人房（三张单人床） （2）economy room（ER） 经济间stand
9、ard room（SR） 标准间superior room（UR） 高级套房standard suite（SS） 套间deluxe room（DR） 豪华间presidential suite（PS） 总统套房 （3）studio room 工作室型客房（设沙发床或躺椅）multi-functional room 多功能客房combined type rooms 组合客房,1. A single room 单人间,2. A double room 双人大床间,3. A twin room 两床间,4. A standard suite 标准套房 A royal suite 大套间,5. A p
10、residential suite 总统套间,（2）按照房内装修程度,科方可分为:标准单人房:standard single高档单人房:superior single豪华单人房:deluxe single （3）peak season 旺季 low season 淡季,Making an FIT reservation A: Room Reservations. Can I help you? B: Yes, Id like to book a single room with a bath from the afternoon of October 4 to the morning of O
11、ctober 10. A: Yes, we do have a single room available for those dates. B: What is the rate, please? A: The current rate is $150 per night. B: What services come with that？ A: For $150 youll have a radio, a color television, a telephone and a major international newspaper delivered to your room every
12、day. B: That sounds not bad at all. Ill take it. A: Very good. Could you tell me your name, sir, please?,B: Yes, it is Moore. A: How do you spell it, please? B: Its M-O-O-R-E. A: M-O-O-R-E. And what is your address, please? B: It is 3600 Montague Boulevard, Hattiesburg, Mississippi 39401 U.S.A. A: E
13、xcuse me, sir, but could you speak a little more slowly, please? B: Sure, no problem. Its 3600 Montague Boulevard, Hattiesburg, Mississippi 39401 U.S.A. Have you got it? A: Yes, so it is 3600 Montague Boulevard, Hattiesburg, Mississippi 39401 U.S.A.,B: Thats right. A: What about your telephone numbe
14、r? B: Its (601) 264-9716. By the way, Id like a quiet room away from the street if that is possible. A: A quiet room away from the street is preferred. OK. Well mail you a reservation card confirming your booking as soon as possible. We look forward to your visit. B: Thank you and good-bye. A: Good-
15、bye.,Revise the reservation,A: Good afternoon. May I help you? B: Good afternoon. Im calling to revise the reservation I made yesterday. A: Yes, madam. Let me have a check. Here you are. You booked two deluxe doubles for the Wilsons from December 11th to 13th. How would you like to change it? B: Las
16、t night I was told that their daughters wouldnt come with them. A: You mean you will cancel one deluxe double? B: Yes. One more thing, they want to stay one more day, till Saturday. A: A deluxe double from December 11th to 14th for Mr. and Mrs. Wilson. Am I correct? B: Right. Sorry to have caused you such trouble.,
