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酒店英语RoomReservationHotelTheFrontoftheHouseTheFrontDesk/OfficeTheBackoftheHouseDepartmentsinhotelHousekeep
ingDepartmentFood&BeverageDepartmentHumanResourcesDepartmentRecreationalDepartmentFinancialDepartmentSalesDepartmentSecurit
yDepartmentEngineeringDepartmentTheFrontOfficeServiceOftenprovidesfirstandlastimpression.Oftenhaslon
gestcontactwithguest.Therearedifferentpartsinthefrontofficeofahotel.Thefrontofficestaffseemto“doitall”-store/d
epositguests’valuablesdelivermailsandmessagesexchangeReservationReceptionCashierComplaintsBusinessInfor
mationPhonecallsDeliverBaggagemeetandgreetguestsissuekeysandothersecurityarrangementsprovideserviceswhencustomersaskedRoomReservationReceptionDeskI
nformationDeskConciergeSwitchBoardCashierOrganizationofFrontOfficethefirstconnectionbetweenguestandthehotel.canbemadefacetof
ace,overthephone;throughe-mail,fax,orletter;bygueststhemselvesorathirdpartyConfirmationisnecessary,andrequired.canbechange
dorcancelledwithadvancednotification.Withthedevelopmentoftheinternet,thereisatendencytobuildanetworkconnectingh
otels,airlinesaswellassometravelagencies.IntroductionRoomreservationUnitOneRoomReservation•Part1Handl
ingaReservation•Part2ConfirmingorAdjustingaReservation•Part3FullyBooked•Part4CancellingareservationRoomReservationPart1HandlingaReservation•Tas
k1Speaking•Task2Listening•Task3Role-playLearningObjectives•Getfamiliarwiththeproceduresofhandlingroomreservations•Memorizetheusefulexpressionsinroomr
eservation•Roleplaythedialogues•Clerk员工•Client/guest顾客•Receptionist接待员•Book/Reservation预订•Confirm/Confirmation确认•Can
cellation取消•Arrivaldate抵店日期•Departuredate离店日期•Fullname全名•Freeofcharge免费Words•Singleroom单人间•Doubleroom双人房•Twinroom标准间•Trip
leroom三人间•Suite套房•Deluxesuite豪华套房•Presidentialsuite总统套房•Roomchange房价•Specialrate优惠价•Servicecharge服务费•Discount折扣MakingReservationsove
rPhoneC:Goodmorning.RoomReservations.MayIhelpyou?G:Yes.I’dliketoreservearoom.C:Thankyou.Forwhichdate?G:FromJanuary5th.C:For
howmanynights?G:Forfournights.C:Howmanyguestswilltherebeinyourparty?G:Justmywifeandmyself.SoIpreferadouble,please.C:Holdtheline,please.I
’llcheckourroomavailabilityforthosedays.Thankyouforwaiting,wehaveadoubleatRMB1,000andatRMB1,500.Whichwoul
dyouprefer?C:clerkG:guestTask1SpeakingTask1SpeakingG:I’lltaketheoneatRMB1,500..C:Certainly.MayIhaveyournameandinitials,p
lease?G:Yes,it’sTomCruiseT.C.C:Mr.TomCruise.MayIhaveyourphonenumber,please?G:Yes,thenumberis010-8207360.C:Whattimedoyouexpecttoarrive,sir?G:O
h,around7p.m.,Isuppose.C:I’dliketoconfirmyourreservation.adoubleroomforMr.andMrs.CruiseatRMB1,500yuanp
ernightforfournightsfromJanuary5thto9th.MynameisMaryandwelookforwardtoservingyou.1.Forwhichdate?2.Forhowmanynights?3.Whichkindofroomwouldyouprefer
,adoubleorasingle?4.Couldyougivemeyourname,please?5.MayIhaveyourtelephonenumber,please?1.Forwhichdate?2.Forhowman
ynights?3.Whichkindofroomwouldyouprefer,adoubleorasingle?4.Couldyougivemeyourname,please?5.MayIhaveyour
telephonenumber,please?FromJanuary5th.Forfournights.Adoubleroom.Yes,it’sTomCruise.Yes,thenumberis010-8207360.Task1
SpeakingTask2ListeningListeningpracticeListenandwritedownwhatyouheard.1.Sorry,sir.Wedon’thaveyourreservation.
2.MayIhaveyourcreditcardnumber?3.Whattypeofroomwouldyoulike?4.Howmanyguestswilltherebeinyourparty?5.
Task3Role-palyMr.SmithiscallingtomakeareservationforaDoubleRoomforhiscolleague,Mr.TerryThompson,whoisarrivinginChinawithhiswifeonOctober1.R
eservationforothersGoodmorning.RoomReservations.MayIhelpyou.Yes,I’dliketoreservearoom.Task3Role-playTipsgreettheg
uesttelephonenumbernameroomtypesdateofarrivalanddepartureTask3Role-playR:Goodmorning.Roomreservation.MayIhelpyou?G:Yes,I’dliketoreservearoomfor
acolleague.R:Thankyou,sir.Whichdatewouldthatbe?G:Foroneweek.FromOctober1to7.R:Whichkindofroomdotheywant?G:Adoubl
e.He’llbeaccompaniedbyhiswife.R:Couldyouholdtheline,please?I’llcheckourroomavailability……thankyouforwaiting.I’mafraidweh
avenodoublerooms,butwedohavesometwinroomsatRMB1,000andRMB1,500available.G:TheoneatRMB1,500soundsfine.ExampledialogueTask3Role-playR:Certainly,sir.Ma
yIknowthenameofyourcolleagueandhiswife.G:Mr.andMrs.TerryThompson.R:Thankyou.MayIhaveyournameandtelephonenumber,please?G:Yes,it’s820730,extensi
on1301.IworkinIBMChina.MynameisBillSmith.R:Doyouknowtheirflightnumberandarrivaltime.G:Yes,it’sPanAmericanFlight#009.hisflightarrivesat2p.m.,ao
heshouldbethereby5p.m.attheearliest.R:Thankyouverymuch.MynameisMary.Ifyouhaveanyfurtherenquiries,pleasedon’thesitatetocontactme.We
lookforwardtoservingyourcolleague.ExampledialogueMakingReservationsforaGroupR:FortuneHotel.Reservations
.MayIhelpyou?G:Yes.MynameisBillRichardcallingfromtheInternationalTradingCompany.I‘dliketoreserveroomsf
ormygroup.R:Whatroomsdoyouprefer?G:Wehave30people.Fifteentwin-bedroomswithabath,please.R:Forwhichdates,Mr.Richar
d?G:FromJanuary22to24.R:Justamoment,please.FifteenTWBsforJanuary22,23and24.Yes,westillhavethoseroomsavailable.R=ReservationClerkG=GuestExtensionTo
picG:Thenhowmuchdoyoucharge?R:600yuanRMB.G:Fine.Onemorething,mayweusethehotelmeetingroomduringourstayinyourh
otel?WearetohaveameetingontheafternoonofJanuary23,from3:00p.mto5:00p.m.R:Noproblem.Wecanmakeitforyou,butwecha
rge400yuanRMBperhourfortheuseofthehotelmeetingroom.G:Oh,Isee.Anydiscount?R:Thereisa15percentdiscount.Andwe'llsendyouaconfirmationb
yfaxwithinfivedays.MayIknowyourfaxnumber,please?G:Youmayfaxat69691818.R:Thankyou,Mr.Richard.ExtensionTopicReviewTheProcedur
esofReservation1253467GreetingReservationInformation•arrivaldate•departuredate•lengthofstaying•roomtype•Numberofrooms•numberofguestsRe
servationrecordfilloutthereservationcardGuestinformation•guestname•nameofgroup•contactname•telephonenumberConfirm•acce
pt•confirmWishesexpressyourwishesSearching•availableroom•neededroom1.(Room)Reservations.CanIhelpyou?2.W
hichkindofroomwouldyoulike?3.Whenwouldyoulikeyourroom,sir?4.Forwhichdate?5.Howmanynights,please?6.Howlon
gdoyouplantostay?7.Howmanyguestswilltherebeinyourparty?8.Howmanypeopleintheroomfor?9.Couldyouholdthelineplease?10.
MayIhaveyourcreditcardnumber?UsefulExpressions1.Could/mayIhaveyourname/address/telephonenumber?2.I’llcheckifwehavevacancy.3.Asingler
oomis90$pernight,witha10%servicecharge.4.Wehavespecialratestoday.5.WehavetwinsatUS$120andUS$180pernight.6.Weoffera10%discountforgroupreserv
ation,sir.7.Wewillneedanadvancedepositof$180.8.Icanbookyouadoubleroomfor….(date)9.I’mafraidwehavenosingleroomavailableasitispeakseason.10.Weareloo
kingforwardtoservingyou.UsefulExpressionsRoomReservationPart2ConfirmingorAdjustingaReservation•Task1Speakin
g•Task2Listening•Task3Role-playTask1SpeakingR:AIBHotel.Goodmorning.MayIhelpyou?B:Yes.ThisisAdrienBrody.I’dliketom
akeanadjustmentofmyreservation.R:Certainly,Mr.Brody.MayIhavethedateofyourreservation,please?B:ItisonApril18th,for5nights
.MyflighttoBeijingextendsto23rdbecauseofthecompanyarranging.SoIhavetostayinthehotelforonemorenightuntilthe23rd.AdjustingRe
servationsoverPhoneMr.Brody(B)callsAIBHoteltoadjusthisreservation.TheTelephoneringsandareceptionist(R)answersthephone.Task1SpeakingR:Couldyouhold
onasecond,please?I’llcheckourreservationrecord,Mr.Brody.(Afterawhile)Yes,Mr.Brody.Youcanhavethetwinroomfor6nightsfromApril18thto23rd.B:That’sgrea
t.Thankyou.R:Youarewelcome.Weareexpectingtoseeyousoon.1.QuestionsabouttheconversationA:Whydoesthecallerhavetorevisethereservation?Histra
velingschedulehastochangeaccordingtothecompany’sarranging,sohecalledtorevisethereservation.B:Whatdoesthereservationistasktoknowthedateofth
ereservation?Inordertofindthereservationrecordquickly,thereservationistwantstoknowthedate.Task2ActivitiesTask3Role-playMr.Gr
eeniscallingtoreviseareservation.HebookedatwinroomsfromnextMondaytoWednesday.RoomReservationPart3FullyBooked•T
ask1Speaking•Task2Listening•Task3Role-playTask1SpeakingR:Goodafternoon.ThisisRoomReservation.MayIhelpyou?W:Yes.D
oyouhaveasingleroomforsevennightsfromSeptember1stto7th?R:Justamoment,please.Iamsorry,sir.Wearefullybookedinthatperiod.W:Oh,that’stoobad.R:Isitpos
sibleforyoutochangeyourreservationdate?W:No,I’mafraidnot.R:Wouldyoulikeustoputyouonyourwaitinglistandcallyouincasewehaveac
ancellation?W:Thatsoundsgood,butifyoudohaveanycancellations,couldyouletmeknowassoonaspossible?FullyBookedMr.Wang(W)callsBeijingHote
l.TheTelephoneringsandareceptionist(R)answersthephone.Task1SpeakingR:Sure.Besides,youcancheckontheInternettoseeifyouhavethereserva
tion.WehaveaglobalreservationsystemthroughtheInternet.Ourwebsiteiswww.beijinghotel.com.cn.W:Thankyou.That'sverykindofyou.Bytheway,couldyoup
leaserecommendmeanotherhotelwhichisclosetoyourhotel?Justincase.R:Certainly.I'dsuggestthatyoumaytryBeijingInternationalHotel.W:Doyouknow
therateforasingleroomthere?R:Well,thesamewithourhotel.ItisUS?100pernight.W:Isee.Doyouknowthetelephonenumber?R:Yes,it’s010-5679-3243.Shall
Icallthehotelforyounow?W:No,thankyouverymuch.Ireallyappreciateyourhelp.Goodbye.R:Goodbye.Thankyouforcalling.1.Questionsabou
ttheconversationIfaguestcallstomakeareservationwhenyourhotelhappenstobefullybooked,whatadvicewouldyougivetotheg
uest?Youcangivesomeadviceasfollows:•Suggestothertyperoomthatisavailable;•Puttheguestonwaitinglistifallowed;•Changethea
rrivaltimeifpossible;•Adviseotherhotels;ActivitiesTask2Sorry,weareover-booking.A.Mr.BlackwouldliketobookadoubleroomfromMarch4to7.Unfortunatelythehot
elisfullybookedforthosedays.ThereservationistbookedadoubleroomfromanearbyhotelforMr.Black.B.Mr.Zhuiscallin
gtoreserve10doubleroomsforagroupfromAugust4toAugust9.Unfortunately,therearenotenoughdoubleroomsinthehotel.Task3Role-playRoomReservat
ionPart4Cancellingareservation•Task1Speaking•Task2Listening•Task3Role-playTask1SpeakingR:RoomReservation,MayIhelpyou?B:Yes.I’d
liketocancelareservation,becausethemeetingschedulehasbeendelayed.R:That'sOK.Couldyoutellmeunderwhosenamethereservationwasmade?B:It'sundermy
name,B-L-A-C-K.R:Andwhatwasthedateofthereservation?B:FromJanuary16thforthreenights.R:Excuseme,butisth
ereservationforyouorforanotherparty?B:Formyself.CancellingareservationMr.Black(B)callsBeijingHotelto
cancelhisreservation.TheTelephoneringsandareceptionist(R)answersthephone.Task1SpeakingR:Thankyou,Mr.Black
.I’llcancelthereservationunderyouname--BLACKforJanuary16thforthreenights.ButMr.Black,wouldyouliketomakeanotherreservationforanother
datenow?B:No,thankyou.I'lldoitwhentheschedulesettlesdown.R:Allright,Mr.Black.Gladtobeofservice.B:Thankyouforyourkindness.R:It'smypleasure
.Goodbye.Task21.QuestionsabouttheconversationA.What’sthedifferencebetweenthetwinroomandthedoubleroom?Thetwinroo
misequippedwithtwotwin-sizebed.Andthedoubleroomadouble-sizeroom.B.Trytoexplainthedifferencebetweenunguaranteedreservationandguaranteedreser
vation.Fortheunguaranteedreservation,hotelsonlyholdtheroomby6p.minpeaktime.ActivitiesTask3Role-playMissCagehasbo
okedadoubleroomfromMarch4to7.Unfortunatelythetravelagencychangestheschedule,soshehastocancelthereservation.Thereceptionistacceptsthecancellation.T
hanksforYourAttention!