01Room Reservations预订房间

Unit 1 Room Reservations I Lead inII Dialogue study1-11-21-3III 2-13.You'll be expected to be here then.3.We can either put him on a waiting list or find him a room in a nearby hotel.4. We have special bedrooms which all have a wide door into the bathroom with appropriate and toilet facilities. Besides, there’re no steps between the street and the entrance to the hotel. There is a special list from the car park to the ground floor, and all the lifts are all wide enough to take a wheelchair.2. I’m afraid we won’t be able to guarantee him a room after the 28th. We usually have high occupancies in the peak seasons.Pair PracticeSpeaking PracticeCollection of special termsDialogue ListeningA.Listen to the tape, fill in blanks to complete the dialogue.single roomsdouble roomssuites and deluxe suites in JapaneseBritish, French and Presidential stylesDialogue 2 A Face-to-Face Interview（当面预订）Dialogue 1 A Long-distance Call Reservation （长途电话预订）Vocabulary1.room type* room type* arrival and departure date* name and telephone No.* guarantee method* special needsQuestion: 1. What information do we need to know when making a reservation?2. If your hotel is flly booked, how would you politely turn down the request to book a room？3. How to conclude a reservation?1.How long will he be staying?B.Key words, grammar and relative hotel knowledge introduction.2. 预订所需的信息2-2ⅣⅣReading Practice• A Business Letter: A Request for a Reservation (一封商务信函：要求预订）• Reservation （预订）Cross-cultural CommunicationSince a majority of hotel guests make reservations in advance of their stay, the Reservation Department usually becomes their first contact with the hotel. It is responsible for receiving and processing reservations, forecasting occupancy levels and room revenue, as well as maintaining availability to ensure that no over-booking occurs.Requests for reservations are received at the hotel through different means by telephone, fax, letter, telex and telegram or made by the guest in person. The increasing use of computers in hotels by both independent and chain hotels is making the reservation process simpler for the guest and more efficient for the hotel.Throughout the reservation process, information gathered about the guest and his stay should be recorded if a room is available.This reservation record can be recorded on paper or in a computer file for storage and retrieval. It must contain the following minimum information:Guest name, address, and telephone number.Arrival date and time, and length of stay.Type and number of rooms and number in the party.Rate quoted.Guarantee method.Information such as method of payment, special request (non-smoking room, handicapped) and the purpose of guest’s visit is helpful in satisfying the guest’s needs.All activities of the Reservation Department require its working closely and cooperating with every other department of the hotel. The Reservation Department must also provide the other departments with a forecast of expected occupancy. The forecast is extremely important, since it provides the Housekeeping,1) Finding out what the client wantsa. Would you like a room with a front view or rear view?b. A single room or a double room?c. Do you prefer bath or shower?d. Would you like breakfast?e. How long do you plan to stay?f. Is it just for tonight?2) Accepting a bookinga. I can book you a room for the first two days.b. We can confirm a room for April 22 only.c. It’s fine for Thursday night.3) Refusing a bookinga. We are fully booked for all types of room for the date.b. If there isn’t any room, we can put you on a waiting list or we can find you a room in another hotel.c. We don’t have and single room available. Would you mind a double room instead?4) Getting the details of arrivala. When will you be arriving?b. Could I have the airline flight number and arrival time?Role-playing。

酒店英语口语：Room Reservations 客房预订1. 预订基本应对1) Do you have one single room for two nights？我想预订两个晚上的单人房一间，行吗？2) Reservations. Can I help you？客房预订部，可以为您效劳吗？3) I’d like to reserve a room.我想订个房间。

4) How many nights do you wish to stay？您希望住几晚？5) How mach is the room？房租是多少？6) Which date would that be？要订在什么时候？7) How many guest will there be in your party？您一行有多少人？8) May I know your name /phone number/Email？能告诉我您的姓名/电话号码/电子邮件吗？9) How do you spell that？请问怎么拼写？10) Could hold the line， please？ I’ll check our room availability.请别挂断好吗？我来检查一下是否有空房。

11) Thank you for waiting， sir/ma’am.让您久等了，先生/女士。

12) I’ll arrive late， but please keep my reservation.我会晚一点到，请保留所预订的房间。

13) Would you like me to make a guaranteed reservation by credit card？您愿意用信用卡来担保预订吗？14) I’d like to confirm your reservation.我想确认一下您的预订。

2. 海外预订1) May I have your airline and flight number， please？请告诉我您搭乘的航空公司和班机号好吗？2) We offer free transportation to and from airport.我们提供免费的机场迎送服务。

如何用英语住宾馆（1）定房间A: Reservations. Can I help you?我是预订部，能帮您吗？B: I'd like to book a room, please.我想订个房间。

A:How long will you be staying, sir?住多长时间，先生？B: Four nights, from October 15th.从十月十五日算共四个晚上。

A:What kind of room do you want?要什么样的房间？B:A single room with a bath, if possible.可能的话我要单人房间，带浴室。

A:A single room with a front view is 100 dollars per night, one with a rear is 80 dollars.单人房间阳面每晚一百美元。

阴面每晚八十元。

B:I'll take a front one. My name is John Brown. J-O-H-N B-R-O-W-N.我要阳面.我叫John Brown. J-O-H-N B-R-O-W-N（2）换房间A：Hello. Front desk.您好。

这是前台。

B：Yes. This is Bob Robinson. I’m calling from room number 627.我是627房间的Bob Robinson。

A：Hi, Bob. What can I do for you?您好，Bob。

能为您做什么？B：Is it possible to change to another room?能为我换个房间吗？A：Could you please tell me why?可以告诉我为什么您需要更换房间吗？B：My room is facing the swimming pool. It’s noisy for me. I have a problem sleeping. And I feel uncomfortable when I take an elevator.我的房间正对游泳池。

PartⅠIn the Hotel在宾馆Room Reservations预订房间1．I'd like to book a double room for Tuesday next week．下周二我想订一个双人房间。

2．What's the price difference？两种房间的价格有什么不同？3．A double room with a front view is 140 dollars per night，one with a rear view is 115 dollars per night．一间双人房朝阳面的每晚140美元，背阴面的每晚115美元。

4．I think I'll take the one with a front view then．我想我还是要阳面的吧。

5．How long will you be staying？您打算住多久？6．We'll be leaving Sunday morning．我们将在星期天上午离开。

7．And we look forward to seeing you next Tuesday．我们盼望下周二见到您。

8．I'd like to book a single room with bath from the afternoon of October 4 to the morning of October 10．我想订一个带洗澡间的单人房间，10月4日下午到10月10日上午用。

9．We do have a single room available for those dates．我们确实有一个单间，在这段时间可以用。

10．What is the rate，please？请问房费多少？11．The current rate is＄50 per night．现行房费是50美元一天。

12．What services come with that？这个价格包括哪些服务项目呢？13．That sounds not bad at all．I'll take it．听起来还不错。

出国定酒店常用英语对话（客房预订）经典对话R=Reservation Clerk 预定员 G=Guest 顾客R：Good morning. Room Reservations . May I help you？您早，客房预订部，请问有什么可以帮助您？G：Yes，I’d like to book a room.我想预订一个房间。

R：Thank you， sir. For which date and how many guests will there be in your party？谢谢您。

要订在什么时候？您一行有多少人？G：From April 16th to 20th .Just my wife and myself.4 月 16 日到 20 日。

只有我和我太太。

R：From April 16th to 20th ？？ .And which kind of room would you prefer， sir？4 月 16 日到 20 日。

请问您想预订哪种房间。

G：A Twin，please.R：Could you hold the line please？I’ll check our room availability.(After a while ) Thank you for waiting ， sir. We have a twin room at US$180 per night， will that be all right？请别挂断好吗？我来检查一下是否有空房间。

（过来一会儿）让您久等了，先生。

我们有空余的双床间，现在价格是每晚 180 美元，这样可以吗？G：Ok，I’ll take it.好的，我订了。

R：Thank you ，sir. May I have your name and phone number， please？谢谢您，先生。

您能告诉我您的姓名和电话号码吗？G：Sure. May name is Aaron Johnson， and my phone number is 3242-5827.没问题。

酒店Reservation前台操作流程
1. 客人信息接待
1.1 当客人到达酒店前台时，前台人员应主动迎接客人并表达
欢迎之意。

1.2 询问客人的预订信息，包括预订姓名、预计入住时间、预
订房间类型等。

2. 确认客房预订
2.1 在系统中查找客房预订记录，确认客人的预订信息。

2.2 核实客人的身份信息，例如身份证、护照等。

3. 办理入住手续
3.1 向客人提供入住登记表，要求客人填写个人信息，例如姓名、性别、出生日期、国籍等。

3.2 根据客人的入住时间和预订信息，为客人分配合适的客房。

3.3 要求客人支付入住押金或提供信用卡预授权。

4. 完成住房登记
4.1 将客人的个人信息和入住情况记录在系统中。

4.2 为客人提供房卡或钥匙，告知客人房间号码和住房楼层。

4.3 向客人说明酒店的各项设施和服务。

4.4 提醒客人办理退房手续的时间和地点。

5. 提供额外服务
5.1 询问客人是否需要额外的服务，例如接机、叫车、叫醒、行李寄存等。

5.2 根据客人的要求，协助安排相关服务并记录在系统中。

6. 结束接待
6.1 向客人表示感谢并祝愿其入住愉快。

6.2 确保客人已顺利进入客房，解答客人可能有的问题。

6.3 按照酒店的规定和流程完成相应的报表和记录工作。

以上为酒店Reservation前台操作流程的主要步骤，每一步都需要前台人员细心和耐心地对待客人，以提供良好的服务体验。