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1、chapter1RoomReservachapter1RoomReservationstions酒店客房预订酒店客房预订page 22024/8/12Presentationpage 32024/8/12Presentationpage 42024/8/12Presentationpage 52024/8/12PresentationVocabulary StudyReservation n.Reserve v.FIT reservationReservation clerkEvergreen HotelTwin a.Deluxe a.Rate n.Surname n.Initial n.预定
2、预定散客预定预定员长青饭店双人的豪华的价格；费用姓氏起首字母page 62024/8/12PresentationFlight numberArrival time In the name of Confirm v.Cancellation n.Check-inCorporate a. Corporate reservation Hold the lineAccommodate v.（飞机）航班号抵达饭店时间以（某人）的名义确认取消入住登记公司的公司预算别挂断电话提供住宿page 72024/8/12PresentationSettle v. Account n.Fax n.Be of hel
3、p Guarantee v. Guaranteed reservationDeparture dateOn a personal tripCredit n.Credit card结帐所欠帐目传真；用传真发送提供帮助保证有保证预定离店时间私人旅行信用；（银行存款）信用卡page 82024/8/12PresentationIn advanceAmerican ExpressExpiration n.Hold v. Revise v.Travel agentDue to Alter v. Cancel v.Instead of 提前美国运通卡信用卡截止有效日期保留修改旅行社因为，由于变更取消取代p
4、age 92024/8/12PresentationIf possibleAvailable a. Upgrade v. Extension n.So far so muchConfirmation numberAt ones service如果可能的话有空的升级（电话）分机号到目前为止就这些确认号乐意帮助page 102024/8/12Presentation1.-reserve a. able to be used2.-rate b. to tell sb. that a possible3. arrangement, date, time etc, is 4. now definite5
5、.3. -guarantee c. a fixed standard room charge6. or payment7.4. -available d. to arrange for a place in a hotel, restaurant, plane etc. To be kept for sb.5. -confirm e. to promise to pay for the room even if it is not usedExercise 1: Exercise 1: Match the expressions on the left with the best meanin
6、g Match the expressions on the left with the best meaning on the right.on the right.page 112024/8/12Presentation1.C- - guaranteed reservations are the most common form of guaranteed reservation.2.A guaranteed reservation assures the guest that the hotel will h- a room until a specific time of the da
7、y following the guests planned arrival date.3.A prepayment reservation requires that a payment in full be received i_ _ Exercise 2: Complete the following with words or expressions from the dialogues.page 122024/8/12Presentation4. If a guest stays until the night of the 12th and leaves on the mornin
8、g of the 13th, the d- - is the 13th, not the 12th.5. He telephones the hotel to book eight single rooms for three nights i- - - - Erica Travel.( 以.的名义）page 132024/8/12PresentationExercise 5: Role PlayJohnson 先生打电话到长青饭店订房部, 他要为自己和另外两位同事订三间普通单人房.事先公司与该饭店有约定，他们住宿的所有费用都由公司承担。假如你市预定员,请和你的搭档准备这个对话，并在班上表演.
9、假如你是长青饭店的预定员，接到了一位自由行的散客打来的电话.她一人驾车来上海休闲旅游，故要订一间豪华单人房,并用信用卡保证订房.请和你的搭档准备这个对话，并在班上表演.国外一家贸易协会于近期要在上海召开年会.会议组织者致电大观圆饭店订房部,要求订18间标准双人对床房,4间豪华单人房,时间为三天.假如你市预定员,请和你的搭档准备这个对话，并在班上表演.page 142024/8/12Presentation Hotel Confirmation Correspondence饭店预定方式有多种.就直接预定而言,除了电话预定之外，个人或团体还可以用书信、备忘录等书面方式向订房部预定。另外，电子邮件、
10、网络以及传真也是常用的预定手段,而且是最快的预定方式.一个饭店的订房部员工不仅要能读懂相关信函，更有必要掌握各种确认函的写作技巧，如确认信、确认传真等。下面以一个发给饭店订房部的传真预定函为例，说明确认信和确认传真的写作要点。page 152024/8/12PresentationUniverse Travel Agency Texas Fax:0335-5851632Date: October 17,2004To: Grand View Hotel, Shanghai, PR. ChinaFrom: Mr. L. Johnson, sales manager, Universe Travel
11、 Agency, SydneySubject: Room ReservationMessage: Pls arrange one double room for four nights from November 5page 162024/8/12PresentationExercise: Youve just received a fax booking as shown in the following. Write a fax confirmation in your real name for Evergreen Hotel.page 172024/8/12PresentationSt
12、even High School1102 North Blvd San Antonia, TX 78214, U.S.A.FAX TO: Evergreen Hotel, 112 Sun Street, ShanghaiFax No.: 88 425 6668October 18MESSAGE:Please reserve two deluxe doubles for 4 nights starting from November 10. please guarantee-VISA card number: 6623 50458 1001Thanks.D. Eliotpage 182024/8
13、/12PresentationReservation OperationsPre-reading questions:1)What does “reservation ” mean?2)What are the basic reservation activities?3)Why is it important to prepare reservation reports?page 192024/8/12Presentation Reservations department is the first contact that a guest has with a hotel. It book
14、s or reserves accommodation for the guest for a certain period of time. In the process of reservation, rooms are sold, generating revenues for the hotel and providing important information for the management to ensure the hotel more profitable.page 202024/8/12Presentation Staff in the reservations d
15、etermines the guests first impression of the hotel. They must be well-trained in social skills and salesmanship. Its also their duty to be skillful in following reservation procedures. The procedures start with receiving inquiries, i.e. getting from the guest reservation details as to date of arriva
16、l , length of stay, room type and number of rooms, number of persons. What follows is to determine room availability-to check whether the guests request can be met. This can be done through the use of forecast boards, reservation charts and a computerized system.page 212024/8/12Presentation A foreca
17、st board looks like a calendar posted on the wall and providing room status information. Room availability can also be displayed on conventional charts or density charts. While a conventional chart shows the availability of each room of the hotel by room number, a density chart displays the total nu
18、mber of reservations held for each type of rooms.page 222024/8/12Presentation However, due to occasional late cancellations or “no-shows”, the hotel may sustain loss in profits. One solution to this problem is overbooking which means deliberately accepting more bookings than the actual number of roo
19、ms available to let. In particular, overbooking agreements should be made part of the GIT bookings that takes a long lead-time.page 232024/8/12Presentation If the request for a reservation is accepted, a reservation form will be completed, and the booking details must be entered into a hotel diary e
20、ither manually or automatically to update the existing bookings. A confirmation number is then assigned to each reservation that will often be accompanied by a computer-printed confirmation form or slip, or a personalized confirmation letter.page 242024/8/12Presentation In case of any changes in the
21、 reservation, the original should be speedily retrieved and amended, so reservation records must be kept with easy access. A reservation amendment or cancellation form used to make a record of such changes. As mentioned earlier, the reservations can provide important management information. Reservat
22、ion reports are prepared on a basis of time-daily, weekly and monthly, to gather management data and information. These reports fall into different types as follows: expected arrival and departure lists, room availability report, group status report, special arrivals list, turn-away report, and reve
23、nue forecast report.page 252024/8/12Presentation It is said that the reservations also generates customers that other departments live by, and no one can deny the fact that it keeps the hotel running.page 262024/8/12PresentationExercise 1:Choose from below an appropriate Chinese to match each equiva
24、lent in the passage.page 272024/8/12PresentationExercise 2: Substitution Practice1.Reservation procedure help(s) to make sure of quick and accurate handling of the guests request.2. a. social skills3. b. salesmanship4. c. personal quality5. d. interpersonal communication skillspage 282024/8/12Presen
25、tation2. Information from the room availability report can help a hotel to plan its budget or forecast.a.Group status reportb.Special arrival listc.turn-away reportd.Revenue forecast reportpage 292024/8/12Presentation3. The association convention present(s) the greatest potential for “no-show”.a.Lot
26、s of GIT bookingsb.A long lead-time bookingc.Late cancellationsd.Overbookinge.amendmentspage 302024/8/12Presentation4. Before accepting a reservation, it is necessary for the staff to check the room availability to avoid excessive overbooking.a.Room statusb.Forecast boardsc.Reservation chartsd.Density chartse.Conventional chartsf.Hotel diarypage 312024/8/12Presentation5. A reservation form is an important document of reservation records.a.Reservation amendment formb.Reservation cancellation form c.Confirmation letter or slip结束结束
