温泉休闲旅游英语视听说 Hotel Service English 模块一：酒店服务英语 Task 1 Hotel room reservation

Unit 1 Hotel Room Reservation 客房预订 Task 1 Lead-in Look at the following pictures and try to talk about them with your partner with the help of the word bank below.

4. Match the words in Word Bank A with those in Word Bank B 4.Match the words in Word Bank A with those in Word Bank B. Word Bank A Word Bank B 标准间 折扣 预定 大床间 房价 前台 房间类型 抵店时间 . Front desk . Reservation . Room type . Standard room .Room rate . King size room . Arrival time h. Discount

Task 2 Reading Read the following passage and try to accomplish the exercises.Reservation Agent Reservation agent must act as sales representatives for the hotel. Close coordination with the sales and marketing division is essential when large groups are booked into a hotel. Advance reservations are made in different ways. Some people send reservation letters to the hotel. Others go directly to the hotel and make reservations in person or call the hotel and make reservations over the telephone. Still others telegraph the hotel for room. The reservation agent typically:

Monitors and responds appropriately to guest, travel agent, and referral network communications concerning, reservations arriving by mail, direct telephone, telex cable, or central reservation system referral. Creates and maintains reservation records, by date of arrival and alphabetical listing. Prepares letters of confirmation. Processes cancellations and modifications promptly, and relays information to the front office. Tracks future room availabilities on the basis of reservations. Develops room revenue and occupancy forecasts. Communicates reservation information to front desk agents. Prepares expected arrival lists for front office use. Assists in pre-registration activities, when appropriate.

A recent development in the hotel reservation business is the introduction of a computerized reservation network linking the different hotels in a hotel chain with each other. Thus the guest’s reservation is very much facilitated. For now the guest can simply go to surf the internet and have his hotel arrangements made. reservation agent 预定处 sales representative 销售代表 coordination n. 协调 essential a. 必须的 telegraph v. 电传 appropriately ad. 准确地 processes v. 处理 communicate v. 交流，沟通 assist v. 协助 network n. 网络

A reservationist should: Create and maintain ________________________ 5.Exercises: Write down the main duties of a reservationist with the following reference. A reservationist should: Create and maintain ________________________ Prepare _________________________________ Process ________________________________ Develop ________________________________ Communicate ____________________ and so on.

6.Write down the main duties of a reservation agent with the following reference. A reservation agent should: act as ________________________________ coordination _________________________________ monitor and respond ___________________________ assist ________________________________

The travel may help you arrange your tour. 7.Choose the proper word or phrase in the box to fill in the blank in each of the following sentences, changing the form if necessary communicate reservation assist essential confirm maintain development internet cancellation agent The travel may help you arrange your tour. Could you please me to finish this task? How to maintain a good condition of these is still a problem for us. Today, the hotel industry has a rapid in its services. When a clerk check in a guest, she may ask the guest whether he has a or not. .

You should learn English well so that you can with foreigners freely. May I your booking for you? Nowadays, youngsters enjoy surfing on the night and day. The loss of the company is due to the of the flights. The quality for a hotel staff is hospitality.

8.Translate the following sentences into Chinese. Close coordination with the sales and marketing division is essential when large groups are booked into a hotel. The reservation agent typically tracks future room availabilities on the basis of reservations Creating and maintaining reservation records, by date of arrival and alphabetical listing is the duty of a reservationist when appropriate, reservation agent should assist in pre-registration activities.

Task 3 Listening Listen to the following requirements of the guests and fill in the blanks with missing information. I want a with . , I’d like a away from the street . I’m planning to stay only . I’ll take the room .What is your ?

Listen to the following dialogue and fill in the blanks with the missing information. A：Good afternoon, ．Can I help you？ B：Yes，I’d like to book with a bath from the afternoon of October 4th to the morning of October 10th ． A： Yes， we do have a single room for those dates． B： What is the rate, please？ A： The is ￥350 per night． B： Will it includes breakfast? A： Yes, the breakfast in the room rate. B： That at all．Ill take it． A： Very good, could you , sir, please？ B： Yes，it is Mathew． A： it, please？ B： It’s M-A-T-H-E-W． A： M-A-T-H-E-W．And ，please？ B： It is 1218 Nanjing Road, Wuhan．Have you got it. A： Yes，so it is 1218 Nanjing Road, Wuhan．

B： . A： What about your telephone number？ B： 13907100008． A： O．K．．I’ll . You have book a single room for 5 nights from October 4th to the morning of October 10th Mathew, and your phone number is 13907100008, is that right? We’ll mail you a reservation card confirming your booking as soon as possible． ． B：Thank you and good-bye． A：Good-bye.

Task 4 Speaking Useful phrases, expressions and sentences used in making the reservation. Reservationist Guests Greetings (Room)Reservations. Can I help you?Good morning/afternoon, reservation, Lily speaking, how may I help you? Do you have one single room for two nights? I’d like to reserve a room. Asking for reservation information How many nights do you wish to stay? Which date would that be? How many guests will there be in your party? When will you be arrive at our hotel? We have 3 people together. We plan to stay for 5 nights. We will arrive on Oct. 11th Asking about the room rate

Getting the guests’ information We have different rates for different room type. How much is the room? Getting the guests’ information May I know your name\phone number\email? How do you spell that? My name is xxx, and my phone number is xxx. Confirming the reservation I’d like to confirm your reservation.

7.Role-play. Make up a conversation with your partner according to the following points: Guest: Your name is Thomas; You have 2 adults in your party; You want to reserve a standard room; Your arrival and departure dates are Nov. 24th, 2010 and Nov. 28th, 2010; Your phone number is 13908888888; You may stay one extra night; You want to use Visa card to pay your bill Reservationist: You ask about the guest’s name; You ask about the number of guests; You ask about the room type the guest wants; You ask about how many rooms the guest want; You ask about the arrival and departure dates of the guest; You tell the guest the room rate; You ask about the contact method of the guest; You ask about the way of payment.

Task 5 Additional Tips for Room Reservation Basic Ways of making a reservation: Talk, Mail, Telephone, Telex, Fax, Verbal, Contract , Computer Terminal , Computer Network. Important factors in making a reservation for guests: Guest name or name of group, code Contact name, telephone number, company name, address Room type, number of rooms Number of guests Nationality Date of arrival/departure, time of arrival /Departure, length of staying Discount, payment Cut-off time Agreements on reservation amendments/cancellation