酒店英语A(前厅部)

Unit One

Front Office

前厅部

?

?

?

?

Reservation

Kinds of Hotel Reservations

Concierge

Check-in and Check-out

----

第一节

Reservation

预订服务

Ⅰ

.New words &expressions

1.

Confirm [k

?

n

’

f

:m ]

v

.

2. Refuse [ri

’

fju: z] v

end v recommendation

4. Shower n

e

e

t v/n

depositor deposition

8. Advanced deposit

9.a trade fair

：

Estimated time of arrival

: guaranteed booking

We provide a 5-year guarantee against rust.

12. White Sw

a

n Hotel

13. Receipt n

lation

15. Engage ~ in

Ⅱ

. Reservation procedures

Receiving a reservation inquiry

Documenting the reservation details

Ⅲ

. Dialogs

Checking room availability

Acceptingrefusing the reservation

Confirming the reservation

Compiling reservation reports

(

一

) Accepting a Reservation

（

C=clerk B=Bill Jackson

）

Mr

. Bill Jackson wants to make a room reservation for himself.

C: Good morning. This is Room Reservation. May I help you?

B: Yes,

I‘d

like to reserve a room.

C: Thank you sir. For which date?

B: From June 6

C: May I know for how many nights?

B: For two nights.

C: How many people are there in your party

, sir?

B: Just myself.

C: Which kind of room do you prefer, a single or a double?

B: A double, please.

C: Could you hold the line please?

Just a moment please.

Thank

you

for

waiting,

sir. We have a double at 560 Yuan

and another

at 680

yuan.

Which would you prefer?

B: I

’

ll take the one at 680 Yuan.

C: May I have your name and telephone number?

B: It

’

s Bill Jackson,

C: Thank you, Mr

. Jackson. I

’

d like to confirm your

reservation. A

double room

at

680

Yuan

per

night

for

two

nights

from

June

6

th

to

8

th

. My

name

is

Jane

Lee. W

e look forward to serving you.

(

二

) Refusing a Reservation

(C=Clerk, G=Guest)

C: Good morning, Room Reservation. May I help you?

G: I want to make a reservation for a twin room.

C: For when, sir?

G: October1

8

th.

C: One moment, please. Let me check our list.

I

’

m sorry

, sir. I

’

m afraid our hotel is fully booked on that day

. Is it possible for you

to change your reservation date?

G: No, that

’

s not possible. Can you recommend another hotel that won

’

t full up?

C: Certainly, sir. Y

ou can try the White Swan Hotel.

G: Thank you very much.

C: Glad to be of service.

(

三

)A Confirmation Letter

Dear Sir,

This

letter

is to confirm

my

fax and

your answer of today

in

which you agreed

to reserve two separate rooms

with shower and bath,

full pension,

from 12

th

June to

20

th

June inclusive for Mr. P. R. Dell and Mr. A. Newsome, who will be attending the

Fashion Trade Fair in Milan.

Could

you

make sure that

the rooms are situated at the back of the

hotel , not as

the

rooms

they

were

given

last

year,

overlooking

the

main

road,

and

rather

noisy?

I

am enclosing a banker

’

s draft

for

＄

80 as

a deposit. Could

you please acknowledge

the receipt?

Y

ours sincerely

,

Jack Milton.

Writing skills:

书信的格式通常包括：信头 、称呼、正文、客套语和署名等部分。

另外：在书信格式特别 是商务信函格式上常用的主要有以下两种布局：

1

）缩进式（

Indented Style

）

缩进式私人信函的信头右对齐，其余与商务信函的格式相同。

2

）齐头式（

Blocked Style

）

齐头式私人信函的信头左对齐，其余与商务信函的格式相同。

a.

信头

日期

信内地址

称呼

主题

正文

结束客套语

签名

附件

b.

信头

日期

信内地址

称呼

主题

正文

结束客套语

签名

附件

信头例子：

a

Reservation Department

Summer Travel Service

230 Huaihai Road

Shanghai, 200001

September 8, 2008

Mr. John Lee

223 Western Road

Shanghai 200021

b.

Reservation Department

Summer Travel Service

230 Huaihai Road

Shanghai, 200001

September 8, 2008

Mr. John Lee

223 Western Road

Shanghai 200021

Ⅳ

.Reservation Form

Reservation Form

Dr/ Mr/Mrs/ Miss/ Ms

Arr. Date:

Dep. Date:

No. of Person:

No. of Nights:

Room Type:

No. of Rooms:

EAT:

Rate Quoted:

Contact Name:

Company Name:

Phone No.

Gtd Booking:

Method of Payment:

Credit Card No.:

Remarks:

Conf:Yes/ No

Taken by:

Date:

Supplementary knowledge(1~2

课时

)

Hotel ABC

(

一

、

Is there any five

—

star hotel in your city? What are they/ is it?

1

、饭店等级（

Hotel Categories

）

Five- star (luxury) luxurious

Four-star (high comfort)

Three-star (average comfort)

Two-star (some comfort)

One- star (economy)

2

、饭店分类（

Hotel Classification

）

Convention hotel

会议饭店

cater to the meeting visitor

Tourist hotel

旅游饭店

Resort

旅游度假饭店

may

focus on attracting

vacationers who simply

want to

lie

in

the sun for weeks

State guesthouse

国宾馆

entertain important guests and visitors

for example country leaders

Apartment

hotel

公寓饭店

It

is

an

ideal choice

for a

family

with kids

they provide

hotel rooms with

fully

—

equipped kitchens.

It combines

the

luxury of a

hotel

and the

comfort

and

coziness

of

a

sweet

home.

There

are

one-bed

room

and

two- bedroom

apartments.

Casino hotels:

built for one purpose to attract people who will engage in gambling.

More famous hotel

：

Y

outh Hostel (The lodging can take 4 to 8 people in one room)

In

order

to

use

Y

outh

Hostel,

you

need

to

have

a

membership

card

issued

by

International Y

outh Hostel Federation.

Because

Hotels

in

broad

sense

range

from

bed- and-breakfast

family

operation

to

mega-hotel

of

several

thousands

of

room.

Hotels

can

be

classified

according

to

the

rate, location and type of guests.

（二）

Introducing a Hotel and Hotel Facilities (Dialogs)

1

、

Introducing a Hotel

介绍酒店

(A= Sales Manage, B=Travel Agent)

(The sales

manager of Sheraton

is going to a travel agency to

have a talk with a

travel agent)

A: Good morning, I am Jacky Lee, sales manager from Sheraton.

B: Good morning, I am Linda Yu.

A: Nice to meet you.

B: Nice to meet you, too.

A:

Today I’m

here to

introduce our

hotel and I

hope

your tourists will stay at our

hotel.

B: I’m glad to hear that.

A: Our

hotel

is a

five- star hotel and

is one of the best

hotels

in Guangzhou. There

are over 600 rooms of international standard. We have very good restaurants and bars,

and your guests can get the best services.

B: Good. Have you got any brochures about your hotel?

A: Y

es, here you are.

2

、

Introducing

Hotel

Facilities

介绍酒店设施

（

R=Receptionist, S=Steven

）

R: Here is your room key

. Y

our room is 2805. If you show your key

, you can get a

10% discount at the restaurant

here.

Also, with

this

you can

use

the

Health Club

for

free.

S: What kind of restaurants are there in your hotel?

R: We

have two Chinese

restaurants and an Italian

restaurant. They are all on the

second

floor.

There

is a coffee shop and

a bakery on

the

lobby

floor. Also,

there

is a

supermarket on the third floor. The Health Club is on the fourth floor.

S: Great, thank you very much.

R:

I’m glad to be at your service.

Cloze

Y

outh Hostel

Y

outh

Hostels

are

the

best

places

for

world

’

s

young

people

to

enjoy

( 1 )

with

less expense. The lodging can take 4 to 8 people in

one room. The

(2)

is between 20 and 80 per person. The guests are

requested

to

help

themselves

(3)

chores

such

as

setting

and

cleaning their own table, or putting sheets on their own beds. But you

can

make

friends

with

your

roommates

on

the

instant,

and

would

not

feel

(4)

.

In order to use the Y

outh Hostel, you need to have a membership

card

issued

by

International

Y

outh

Hostel

Federation.

A

membership

card is

(5)

shortly after an application form is filled and submitted.

1. a. ravel

b. to travel

c. traveling

2. a. rate

b. type

c. money

3. a. with

b. to work

c. on

4. a. alone

b. lonely

c. single

5. a. issued

b. given

c. bought

-----

第二节

Kinds of Hotel Reservations

预订类型

Ⅰ

.New words &expressions

1.V

acancy

空的，未被占用的；

（空房可出租的）

[lim

?

u

]=limousine[lim

?

zi:n

]

（机场、车站等接送旅 客的）中型客车，大

型豪华轿车

3. deluxe [di

’

l

?

ks] ~ room

4. colleague

5. Check-in time

6. Simth& Son Company

7. Customer Affairs Manager

8. Convention Hotel

9. Accommodation [

?

,k

?

m

?’

dei

?

?

n] accommodate oneself to

Ⅱ

. Types of Tours

1.

inclusive

tour

(

包

价

旅

游

)

tour

including

transportation,

hotels

,transfers,

sightseeing and meals

2.

foreign individual/ independent tour

(

，散客旅游，

FIT)

一般指

境外散客游

A

prepaid

tour

including

air,

hotel,ground

transfers

and

prearranged

sightseeing

and

guide service for individuals

Domestic independent tour

3. fly-drive package tour

(

自驾游

) an

inclusive

tour

in which the

traveler can

have a

self-drive rental car.

4.

escorted

tour

(

全程陪同旅游

)

a

prepaid

travel

program

of

sightseeing,

meals

and

accommodations

for a group accompanied by an escort

from

the beginning to the end

of the trip.

5. Conducted tour

有导游陪同的旅游

A prearranged travel program for a group escorted by a guide.

6.

leisure travel

休闲旅游

A tour in which travelers can relax and do things they enjoy

.

7. cruise

豪华游艇旅游【

kru:z

】海上巡游

A tour on a large ship or a boat for pleasure

l interest tour

专门兴趣旅游

专题旅游

A tour designed for clients sharing curiosity or concern about a common subject.

A-Z [eitui

’

zed]

包含一切的

Tour escort

pick-up service

Ⅲ

. Dialogs

(

一

)An FIT Room Reservation (

散客预订

)

A clerk with Hilton Hotel is answering a call from a customer who would like to book

hotel rooms in the Hilton Hotel.

(S=Staff

C=Customer)

S: Good morning. Hilton Hotel. Can I help you?

C: Good morning. Have you got any vacancies for the nights of 22

nd

and 23

rd

? I

’

d like

to make a reservation for the two nights.

S: All right. Single or double room?

C: Double room, please.

S: Let me chec

k

…

Y

es, we have a double room available.

C: Is that with or without bath?

S: It

’

s a room with shower and toilet.

C: That sounds fine. Is there air-conditioning?

S: Certainly, sir.

C: How much will it be for one night?

S: Let me see. A double room is RMB 600 Yuan per night.

C: Does that include breakfast?

S: Y

es, that includes a Chinese or

C: Do you accept VISA?

S: Y

es, we do. What time will you be arriving?

C: I should be there around 5:30 p.m on the 22

nd

.

S: OK, sir. Could I take your name and contact number, please?

C: Yes, my name

’

s Bill Jackson/Mostaq Missouri. It

’

s India 567-998.

S: Could you spell that please?

C: M-O-S-T

-A-Q, M-I-S-S-O-U- R-I.

S: Mr. Mostaq Missouri. A double- room with bath and air-conditioning

for the

nights

of 22

nd

and 23

rd

. Am I correct?

C: Yes, that

’

s right. Thank you.

S: Thank you, sir. We look forward to your coming. Goodbye.

(

二

) A Corporate Room Reservation

（公司预订）

Peter

Smith

with

the

Y

outh

Trading

Company

is

calling

the

Reservations

of

New

Garden

Hotel

to

reserve

rooms

for

his

colleague.

The

reservation

clerk

receives

his

request.

(S=Staff

C=Customer)

S: Good afternoon. Reservations. How may I help you?

C: Good afternoon. Please reserve two single rooms.

S

: For when was that, please?

C: Two nights, from May the 15

th

through the 17

th

.

S:

Is this a company booking?

C: Yes, I am from the Y

outh Trading Company

.

S:

Hold

the

line,

please.

I

see

your

company

has

an

arrangement

with

this

hotel

for

deluxe rooms. The rate will be RMB 860 per night.

C: Ok, that

’

ll be fine.

S: May I have your name and the guests

’

names, please?

C: My name is Peter Smith. My colleagues are Mr. Bill Stone, and Mr. John Brown.

S:

What time will they be arriving?

C: They are arriving by air on Flight US 221, at 1:30 p.m.

S: Flight US 221, at 1:30 p.m. Our check-in time is 2:00 p.m.

C: Yes, I understand.

S: Will the company pay everything?

C: The guests will pay their own expense upon checkout, expect the room rates.

S:

Can you confirm those payment details in writing, please?

C: Yes,

I’

ll send our confirmation to you by fax.

S: Thank you, Mr. Smith. Goodbye.

(

三

)

A Guaranteed Reservation

（保证类预订）

Mr.

Watson

telephones

the

Reservations

of

the

New

Garden

Hotel

to

reserve

rooms

for his group. The reservation clerk explains and asks for necessary details.

(S=Staff

C=Customer)

S: Good afternoon. Reservations. Grace speaking. How can I help you?

C:

This

is George Watson with UK Smith & Son Company

. I

’

d

like to reserve rooms

for my group.

S: Oh, Mr. Watson. What type of rooms do you prefer?

C: We have 40 people. Twenty twin rooms, please.

S: For which dates?

C: From January 18

th

to 21

st

.

S:

Just

a

moment,

please.

(Let

me

check

our

lis

t

…

,)

Twenty

twins

for

18

th

to

21

st

.

Y

es. We still have those rooms available. The rate will be RMB 55O per night.

C: Oh, I see. Can you give us a special rate since ours is a company booking?

S: There is a 20% percent company discount.

C: Great. With or without breakfast?

S:

The

room

rate

includes

free

breakfast.

How

do

you

wish

to

guarantee

your

booking?

C: Our Master Card. The card number is 6638 77902 8669

S: Thank you. How will you be arriving?

C: By air. Do you offer airport pick-up service?

S: Y

es. What is your flight number?

C: Flight UK 335, arriving at Shanghai at 2:40 p.m.

S: OK, our hotel limo will pick you up at the airport when you arrive.

C: Thank you. Goodbye.