1 English for Front Desk Service 前厅服务英语

1-1 Room Reservations 预订房间

● Learning Objectives 学习目标

Alter linishing this task,you will be able to:

· ask guests'inlormation about booking rooms

· oller help to guests

● Hotel Situation 情境导入

Name:Kelly

Job:Reservationist

Responsibility:To help guests book rooms they want.

● Working Procedures 工作程序

Beforebookingroomsfortheguests,pleasereadtheprocedurescarefully.

1 Greet the guests

2 Ask the guests the reservation information

3 Search for the room available by the computer

4 Get the detail information from the guests

5 Confirm the reservation

6 Express your wishes

7 Form the reservation record

● Working Knowledge 工作知识

1.When making reservations,you should ask the guest the following information:

• The date of arrival and departure

客人到达和离开酒店的时间

• The number of people

住店的人数

• The room type and the number of rooms

客人所要的房型和房间数

• Special requests

特别的要求

2.You should also confirm the followings from the guest:

• The name of the guest or name of the group

入住客人的姓名或团队名称

• The guest's telephone number

入住客人的电话号码

• The contact name and his telephone number

联系人的姓名及电话号码

3.Polite language is commonly used in the hotel situation below.

4.The form below are room types and their corresponding Chinese names.

● Hotel Task 酒店任务

SupposeyouareKelly,nowyou'regoingtobookroomsfortheguest.Please performthetaskaccordingtothehintsbelowwithyourpartner.

角色A

你是George Brown，准备和妻子到广州旅游，你打电话给酒店预订一间双人间，时间为3 月6 日至9日，你告诉预订员你们将在早上9点到达。

角色B

你是预订员Kelly，你正在受理电话预订业务。

Words to Know

reserve　vt.　预订　reservation　n.　预订

confirm　vt.　确认　available　adj.　可提供的

spell　vt.　拼写　prefer　vt.　更喜欢

room rate　房价　arrival date　到达日期

departure date　离开日期　look forward to　期待

Useful Expressions

1.Helping the guest book rooms帮助客人预订房间

(1) Room Reservations.How may/May I help you?

(2) I'll check our room availability.

(3) I'd like to confirm your reservation.

(4) We look forward to serving you.

2.Asking information about booking rooms询问客人预订的信息

(1) For which date?

(2) How many guests will there be in your party?

(3) What kind of room would you like/prefer?

(4) How many nights are you going to stay?

(5) May I have your name and phone number,please?

3.Explaining room rate解释房价

(1) We have a twin room at$180 per night.Will that be all right?

(2) A single room is $80 per night,with a 10%service charge.

● Activity 语言活动

Look at the pictures below and write down the names of room types.

观察下面的图片并写出房间类型的英文名称。

Picture 1_______________

Picture 2_______________

Picture 3_______________

Picture 4_______________

Suppose you are a clerk at the Room Reservation.You're now receiving a reservation.Practice asking the reservation information according to the words in the board below.

假设你是前台预订部的服务员，你正接受客人的预订，根据下面的提示词练习询问客人有关预订的信息。

Hotel Tips

世界著名酒店集团概览　Hotel Group Introduction

1.洲际国际酒店集团　（Intercontinental Hotels Group）

2.希尔顿酒店集团公司　（Hilton Hotels Corporation）

3.万豪国际酒店集团公司　（Marriott International，Inc.Hotels）

4.凯悦国际酒店集团　（Hyatt Hotels&Resorts）

5.最佳西方酒店管理集团　（Best Western International）

6.圣达特国际集团　（Cendant Corporation）

7.凯宾斯基国际酒店集团　（Kempinski Hotels&Resorts）

8.喜达屋国际酒店集团　（Starwood Hotels&Resorts Worldwide）

9.雅高集团　（ACCOR）

10.香格里拉酒店集团　（SHANGRI-LA Hotels and Resorts）

● Task Evaluation 任务评估

学习日志 Learning log

What I have learned from the task:

我在本次学习任务中学到：______________________________________________________________________________________________

The best part I have learned from the task:

对于本次学习任务，我学得最好的部分：______________________________________________________________________________________________

The improvement I need to make after learning the task:

完成本次任务后，我需要改进的地方：______________________________________________________________________________________________