1、LOGO Unit 1 Room Reservation Learning Objectives 1. the expressions of kinds of guest rooms 2. how to introduce and recommend the room to the guest 3. how to make a reservation to the guest In this unit you will learn Snapshot Reading Tips As a hotel reservationist , the most important job is to mak
2、e a room reservation and recommend the proper room to guest(s) successfully. You must be very familiar with the words and phrases about reservation, the details and all the useful information about the room. If you want to become an excellent reservationist, please remember: understand the guest com
3、pletely, follow the guests request, recommend the proper room, write down the correct reservation notes, update the reservation information, and pay attention to the details. Q G: Guest) R: Good morning, City Wall Hotel. Room Reservations. How may I help you? G: Good morning. R: Yes, sir. May I have
4、 your name, please? G: Tom Green. R: Mr. Green, G: Sure. January 1st and January 3rd. R: Thank you. G: Id like to have a single room with breakfast. R: Please wait a moment and Thank you for waiting, Mr. Green. We have single rooms on these days and its 200 Yuan per night. G: Thats good. Ill take it
5、. Id like to book a room. may I know your arrival and departure time? What kind of room would you like, Mr. Green? I will check the room availability. Tape script R: Do you have special requests? O: Oh, yes, I must have a non-smoking room. R: All right, I will write it down. And may I know your e-ma
6、il address and telephone number? O: My telephone number is 12345678 and my e-mail address is . R: Thank you Mr. Green. You have booked a single room with breakfast from January 1st to January 3rd, the rate is 200 Yuan per night. Your telephone number is 12345678 and your e-mail address is . Am I rig
7、ht? O: Thats right. R: Is there anything else I can do for you? O: No, thank you. R: With pleasure. We look forward to serving you soon. Focus On Useful Expressions for reservation What kind of room would you like？ 您想要什么样的房间？您想要什么样的房间？ Do you want to book a room? 您想订房间吗？您想订房间吗？ Sir we have single ro
8、oms, double rooms and suites. 先生，我们有单人间、双人间和套间。先生，我们有单人间、双人间和套间。 Do you have special requests about your room? 您对房间有特殊要求吗？您对房间有特殊要求吗？ May I know your arrival and departure time? 我能知道您的抵达和离开时间吗？我能知道您的抵达和离开时间吗？ Useful Expressions for reservation Would you like a smoking room or non-smoking room? 您想要吸烟
9、房还是无烟房？您想要吸烟房还是无烟房？ The suite is 800 yuan per night. 套间每晚套间每晚800元元 We provide the special rate room for this month. 本月我们提供特价房。本月我们提供特价房。 Please wait a moment. I will check the room availability. 请您稍等片刻，我查一下是否有空房请您稍等片刻，我查一下是否有空房/可售房。可售房。 You need a single room far away from the elevator. 您需要一间离电梯远一些的
10、单间。您需要一间离电梯远一些的单间。 Sorry, sir. There is only one deluxe room left. 很抱歉，先生。只有这一个豪华间了。很抱歉，先生。只有这一个豪华间了。 Role play Make a dialogue according to the situation below: A guest is calling from Beijing. He wants to book a single room in the Great Wall Hotel. He also wants to know more details about the room
11、. Listening Directions: A guest wants to pay a visit to Xian. He would like to book a room for 3 days. Now he is calling from America to the City Wall Hotel. The telephone rings. Fill in the blanks according to your listening. 1. Mr. Green wants to book from May 1st to . 2. Let me check our . 3. A s
12、ingle room is with breakfast per night. 4. Do you have for your room? 5. Mr. Green would like to have a . a single room May 4th room availability 400 yuan special requests higher floor Reading Fully Booked As a hotel reservationist, what should you do when your hotel rooms are fully booked? Fully bo
13、oked Apologize Give advice The guests want to The guests can live in this hotel live in another hotel 1.Put the guests on 2. Take down 3. When the rooms are available, you 1. Help the guests to 2. Provide other hotels 3. Dont forget to higher floor contact number call them immediately other hotels i
14、nformation give your best wishes to them. Assignment I. Role-play In the City Wall Hotel Room Reservation Department, someone is calling to book a room. A hotel reservationist is answering the phone call. You should work with your partner to make a reservation. II. Use the following information to f
15、inish the blanks of the City Wall Hotel Reservation List. Mr. Green was born on January 5th, 1950. He lives on Happy Road 9# in New York City of America. His telephone number is 001123 4567890 and is his e-mail address. He will pay a visit to Xian from May 1st to May 4th. He booked a deluxe single r
16、oom which cost him 600 Yuan per night. He asked for a non smoking room because he doesnt like smoking. Now he will start his journey. City Wall Hotel Reservation List Name Gender Date of birth Arrival Time Departure Time Total days Telephone number Address E-mail Room style Room rate Special request
17、s Unit 2 Check-in Learning Objectives In this unit you will learn How to receive guest(s) How to do check-in service Snapshot Reading Tips are very important, for it will leave guests the first impression. If they are not dealt with properly, it will cause great inconvenience to guests. In order to
18、fulfill these tasks, the Front Office staff must have a neat and smart appearance, good manners, and good knowledge of languages, adaptability and a head for figures. The most important of all the qualities is a real liking for people and a warm desire to help them. Check-in services Q G: Guest) R:
19、Good afternoon, sir. ? G: Good afternoon, I am Peter White. . R: Oh, Im sorry, Mr. White, all rooms are booked up. ? G: No, thanks. Id like to stay at your hotel. Its more convenient. R: Then instead? G: How much is the double room? R: . G: Thats OK. Ill take it. R: May I see , please? G: Here it is
20、. R: Could you ? G: Oh, Ill take care of it. Thanks. May I help you I want a single room with bath for two nights. Would you like me to get in touch with another hotel for you would you mind having a double room 1000 yuan per night your passport fill in the registration form Homework A. Role-play: W
21、ith your classmates, play the roles of the receptionist at the front desk or the guests who need to check-in. Try to do your roles actively. D. Translate the following sentences into English. 1.请您帮我安排一个带浴室的大床房间。请您帮我安排一个带浴室的大床房间。 2.请您出示一下您的证件。请您出示一下您的证件。 3.您有预定吗？您有预定吗？ 4.我能用信用卡付押金吗？我能用信用卡付押金吗？ 5.请您给我
22、两张您的名片。请您给我两张您的名片。 6. 请稍候，我查一下预抵客人名单。请稍候，我查一下预抵客人名单。 1. Please arrange a king bed room with a bath for me. 2. Please show me your certificates. 3. Have you made any reservation? 4. Can I use credit card to pay the deposit? 5. Would you please give me two business cards of yours? 6. Please wait for a
23、 moment, I d like to check the arrival list. Unit 3 Concierge Service Learning Objectives How to do concierge service How to show rooms In this unit you will learn Snapshot Reading Tips Concierge services show the service level of a hotel, and its also the way to differ from the other hotels. Concie
24、rge staff should answer all the questions asked by guests. Their responsibilities also include carrying luggage, showing rooms, giving directions and booking tickets, etc. Q G: Guest) B: Good morning, sir. Welcome to the City Wall Hotel and Im the bellman. Shall I get your luggage up to your room? G
25、: Thank you. B: Its my pleasure. One suitcase and one handbag, are these all yours? G: Yes, exactly. B: This way, please, sir. G: Thank you. (The bellman takes the luggage onto the luggage cart and then leads the guest to the front desk.) B: Sir, please check in at the front desk and Ill wait for yo
26、u. G: OK. (After the guest checks in, the bellman leads him to his room.) G: Can you tell me something about your hotel services? B: Sure. Our hotel is a first-rate hotel and is chosen as the favorite place to stay by VIPs, official guests and businessmen from many countries. There are three Chinese
27、 restaurants, two western-style restaurants, a bar and a 24-hour caf . They are ready to serve you at your convenience. G: Thank you for your introduction. B: Not at all. Here is your room, sir. Before the reading(Q G: Guest) O: Good morning, City Wall Hotel. What can I do for you? G: Good morning.
28、Id like to call Room 1228. O: Sure, sir. May I know the guests name, please? G: Peter White. O: Please wait for a moment, (Check room list) I will transfer your call to Room 1228. G: Thank you. (A few seconds later) O: Thank you for waiting. But Im afraid Mr. Write is not in at this moment. Would yo
29、u like to leave a message? G: All right. O: May I have your name? G: David Smith. O: Your message, please. G: Please tell Mr. White Ill wait him in the Lobby Bar at 2:00 pm. O: Ive got it. Mr. Smith, you will wait Mr. White in the lobby Bar at 2:00 pm. Is that right? G: Thats right. Thank you. You a
30、re so kind. O: My pleasure, sir. Thank you for calling. Good-bye. Read Dialogue 1 and answer these questions: Who does Mr. Smith want to speak to? What is the message? Before the reading (Q the rest are “phone callers”. 2. Operator is a busy position, so the phone keeps ringing. The eight operators
31、answer the different calls at the same time. 3. The callers may ask for any kind of services from operator. And the operator should take corresponding reaction properly. D. Choose the correct answer. 1. , what can I do for you? A. Operator B. Operation 2. Please wait for a moment; I will your call t
32、o room 1228. A. give B. transfer 3. Please the line and leave your message when you hear the beep. A. on B. hold 4. How can I make an direct dial call from my room? A. international B. foreign 5. Id like to have a at 6:30 tomorrow morning by operator. A. reservation B. wake-up call 6. An operator sh
33、ould be patient, friendly and . A. helpful B. helpless 7. The outside is 10, and the weather forecast says a is coming. A. temperatures . story B. temperature . storm 8. Please an umbrella and warm when you are going out. A. take.keep B. twitch.have 9. You can make a call from your room. A. direct B
34、. directly 10. will relax your facial muscles and you sound more sweet and friendly. A. Smiling B. Smile E. Suppose you would like to be an operator in a hotel. Please write down the responsibilities and qualities of an operator. Responsibilities: Qualities: Thank You Unit 5 Business Center Learning
35、 Objectives In this unit you will learn: What are the responsibilities of the clerk in business center? How could the clerk offer typing and photocopying services? Snapshot Reading Tips The business center is an important department of the hotel. The work at business center is explorable. It provide
36、s services such as typing, photocopying, sending E-mail, posting letters or parcels, etc. As a clerk of the business center, you have to operate the facilities skillfully and explain the service details to the guests directly, keep the guests privacy confidential and assist in checking documents. Th
37、e services of the business center include Typing 打字打字 Sending faxes 发传真发传真 Sending an e-mail 发发 邮邮 件件 Photocopying 复复 印印 Posting letters or parcels 邮邮 寄寄 邮邮 件件 Q G: Guest) C: Good morning, Mr. White. How are you today? G: Terrific. Thanks. C: What can I do for you? G: Could you print this contract f
38、or me, please? And here is the USB flash disc. C: Im sorry.we can not use the guests USB flash disc. This prevents computer viruses. I can type the contract and print them for you. G: OK. Here is the original draft. By the way, how about the charge? C: Five yuan a page for printing, and two yuan a p
39、age for typing. How many pages do you need, sir? G: Ten pages, please. C: Yes, sir. Thats seventy in total. G: Exactly. Here you are. And when can I get them? C: About one hour later, sir. G: OK. Thank you very much. C: Youre welcome. Read the dialogue and answer these questions. Why does the clerk
40、not agree to use the guests USB flash disk? What is the charge for printing and for typing? Listen to the dialogue and answer this question What kind of service does the guest need? Dialogue 2 Scene: A guest wants to copy something in the business center. C: Good afternoon, sir. How can I help you?
41、G: Good afternoon. Could you make a copy of this file for me? C: Certainly sir. We offer photocopying service in our Business Center. G: How much is it for one page? C: Two yuan a page for A4 and B5, and four yuan a page for A3 and B4. G: A4 please. C: And how many copies would you like? G: Two, ple
42、ase. C: Yes, sir. No problem. (A few minutes later) C: Here you are, sir. This is your original file and these are the copied ones. G: Oh, very good. So how much in total? C: Four yuan, sir. Would you like to sign the bill or pay in cash? G: Ill pay in cash. Read the dialogue and answer these questi
43、ons. How many copies would the guest want? How would the guest like to pay? Focus On Two yuan a page for A4 and four yuan a page for A3. A4的纸张每页的纸张每页2元，元，A3的纸张每页的纸张每页4元。元。 Five yuan a page for printing, and two yuan a page for typing 打印每页收费打印每页收费5元，打字每页收费元，打字每页收费2元。元。 How many pages do you need, sir
44、? 先生请问您需要打印多少页？先生请问您需要打印多少页？ How many copies would you want，sir? 先生请问您要复印多少份？先生请问您要复印多少份？ Could you make a copy of this file for me? 你能帮我复印一下这份文件吗？你能帮我复印一下这份文件吗？ Would you like to sign the bill or pay in cash，sir? 先生您是要签单还是用现金付款？先生您是要签单还是用现金付款？ Thats seventy yuan in total. 总共总共70元整。元整。 A. Match the
45、following sentences. C: How would you like to pay? G: I want 4 pages, please. C: How many pages would you like? G: How much is it for one page? OK. We have photocopying service. G: In cash. C: Two yuan a page for A4. G: Please make a copy of this. 1. G: Could you send a fax here? C: 2. G: How much i
46、s it for one page? C: 3. C: How many copies would you want? G: 4. C: Would you like to sign the bill or pay in cash? G: B. Work out appropriate replies. Listening Directions: Listen to the dialogue about business center service, and decide whether the statements below are true (T) or false (F). ( ) 1. The guest is expecting a fax from a client in Shanghai. ( ) 2. The clients name is Smith. ( ) 3. Maybe the fax hasnt go
