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1、Sub-module 1,酒店实用英语 十二五规划教材,ROOM RESERVATION,Competence Objectives,Competence Objectives : how to accept confirmed reservation how to accept guaranteed reservation how to deal with over-booking,Contents,Job Knowledge and Experience,Reservations can be made by many channels. Most of reservations may
2、be over telephone. Potential guests telephone the hotel reception to communicate reservation inquiries. Some of reservations may be by emails or on the website of the hotel. While getting a reservation inquiry, the reservation agent shall obtain the following guest-related information.,Knowledge and
3、 Experience,Guests name, address and telephone number; Name of company or travel agency; Date of arrival and departure; Type and number of rooms requested; Desired room rate; Number of people in the group, if applicable; Methods of payment; Any other special requests.,Sample Cases,Case 1 1. What kin
4、d of room would you like, sir? 请问先生您想要哪种房间？ Room Categories: Standard Room: a room for one person with one bed. Double Room: a room for two persons with two separate single beds. Twin Room: a room for two persons with one big bed designed for two. Triple Room: a room for three persons with three bed
5、s. Suite: a series of connected rooms used as a unit.,Sample Cases,2. We can offer you a standard room for a total of RMB380 including one breakfast. 我们可以给您一间标间，价格是380人民币，包括早餐。 In some hotels, room rates are net prices without service charge. Net price 净价 3. Do you have airport pickup service? 请问你们提
6、供机场接机服务吗？ Airport pickup service is not free of charge more often than not. If customers need airport pickup, they should complete the Service Card and email or fax it to hotels.,Sample Cases,Case 2 1. Mr. Day, your reservation has to be guaranteed. 戴先生您的预订需要担保。 A Guaranteed reservation: It insures
7、that the hotel will hold a room for the guest until a specific time following the guests scheduled arrival date. On return, the guest shall guarantee his/her reservation of room unless reservation is properly canceled. 2. We serve continental and full English breakfast. 我们提供欧式和全英式早餐。 Continental bre
8、akfast （欧式早餐）: breakfast usually including a roll and coffee or tea.,Sample Cases,Full English breakfast （全英式早餐）: The full breakfast traditionally comprises several fried foods, usually including bacon and eggs although there are vegetarian alternatives.,Sample Cases,Case 3 1. During the peak season
9、, we have few vacancies left. 在高峰期间，我们剩下的空房间不多了。 vacancy: being unoccupied room 2. It is a five-star hotel as well. 这也是一家五星级酒店。 One to five stars is commonly employed to categorize hotels. In some countries, the rating is defined by the respective hotel industry association using a 5-star system - t
10、he German classifications are Tourist (*), Standard (*), Comfort (*), First Class (*) and Luxury (*).,Sample Cases,Case 4 1. I made a reservation for a suite, but room 8807 is not a suite. 我预订了一间套间，但是8807房不是套间。 suite /swi:t/ n. 套间，套房 a series of connected rooms used as a unit 2. This is a suite with
11、 a front view. 这是一间朝阳的套间。 front view: 朝阳面 e.g. A standard room with a front view is 140 dollars per night, and one with a rear view is 115 dollars per night. 一间朝阳面的标间价格是每晚140美元，朝阴面的是每晚115美元。,Technical Training and Basic Skills,I. Role Play The occupancies are ordinarily so high in the peak season. U
12、nexceptional, the rooms are totally booked in your hotel. Try to explain to customer who wants to reserve and make him or her satisfied.,II. Writing Practice Fill in the reservation form according to Case 1.,Holiday Inn Founder： Kemmons Wilson initially came up with the idea after a family road trip
13、 to Washington, D.C., during which he was disappointed by the quality and consistency provided by the roadside motels of that era. The name Holiday Inn was given to the original hotel by his architect Eddie Bluestein. In 1957, Wilson franchised the chain as Holiday Inn of America and it grew dramati
14、cally, following Wilsons original tenet that the properties should be standardized, clean, predictable, family-friendly and readily accessible to road travelers. By 1958, there were 50 locations across the country, 100 by 1959, 500 by 1964, and the 1000th Holiday Inn opened in San Antonio, Texas, in
15、 1968.,Introduction to Hotels,The brand name Holiday Inn is now owned by IHG (InterContinental Hotels Group). On 24 October 2007, IHG announced a worldwide relaunch of the Holiday Inn brand. The relaunch is “focused on delivering consistently best in class service and physical quality levels. The wh
16、ole relaunch process is planned to be complete by the end of 2010. Great Sign The “Great Sign“ is the traditional, historic roadside sign used by Holiday Inn during their original era of expansion in the 1950s-1970s. It was the brainchild of Kemmons Wilson, who introduced it to the world when he opened his first motel on August 1, 1952. The signs were extremely large and eye-catching, but were expensive to construct and operate. The design
