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酒店英语RoomReservationHotelTheFrontoftheHouseTheFrontDesk/OfficeTheBackoftheHouseDepartmentsinhotelHousekeepingDepartmentFood&BeverageDepartmen

tHumanResourcesDepartmentRecreationalDepartmentFinancialDepartmentSalesDepartmentSecurityDepartmentEngineeri

ngDepartmentTheFrontOfficeServiceOftenprovidesfirstandlastimpression.Oftenhaslongestcontactwithguest.Therearedifferentpartsinthef

rontofficeofahotel.Thefrontofficestaffseemto“doitall”-store/depositguests’valuablesdelivermailsandmess

agesexchangeReservationReceptionCashierComplaintsBusinessInformationPhonecallsDeliverBaggagemeetandg

reetguestsissuekeysandothersecurityarrangementsprovideserviceswhencustomersaskedRoomReservationReceptionDeskInformationDeskConciergeSwitchBo

ardCashierOrganizationofFrontOfficethefirstconnectionbetweenguestandthehotel.canbemadefacetoface,overthephone;throughe-mail,fax,orletter;byguest

sthemselvesorathirdpartyConfirmationisnecessary,andrequired.canbechangedorcancelledwithadvancednotif

ication.Withthedevelopmentoftheinternet,thereisatendencytobuildanetworkconnectinghotels,airlinesaswellassometravelagencies.IntroductionRoo

mreservationUnitOneRoomReservation•Part1HandlingaReservation•Part2ConfirmingorAdjustingaReservation•Part3FullyBooked•Part4Cancellingareser

vationRoomReservationPart1HandlingaReservation•Task1Speaking•Task2Listening•Task3Role-playLearningObjectives•Getf

amiliarwiththeproceduresofhandlingroomreservations•Memorizetheusefulexpressionsinroomreservation•Roleplaythedialogues•Clerk员工•Client/guest顾客•R

eceptionist接待员•Book/Reservation预订•Confirm/Confirmation确认•Cancellation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•Tripleroom三人间•Suite套房•Deluxesuite豪华套房•Presidentialsuite总统套房•Roomchange房价•Sp

ecialrate优惠价•Servicecharge服务费•Discount折扣MakingReservationsoverPhoneC:Goodmorning.RoomReservations.MayIhelpyou?G:Yes.I’dliketoreservearoom.

C:Thankyou.Forwhichdate?G:FromJanuary5th.C:Forhowmanynights?G:Forfournights.C:Howmanyguestswilltherebeinyourparty?G:Justmywifeandmyself.SoIprefe

radouble,please.C:Holdtheline,please.I’llcheckourroomavailabilityforthosedays.Thankyouforwaiting,wehaveadoubleatR

MB1,000andatRMB1,500.Whichwouldyouprefer?C:clerkG:guestTask1SpeakingTask1SpeakingG:I’lltaketheoneatRMB1,500..C:Certai

nly.MayIhaveyournameandinitials,please?G:Yes,it’sTomCruiseT.C.C:Mr.TomCruise.MayIhaveyourphonenumber,please?G:Yes,thenumbe

ris010-8207360.C:Whattimedoyouexpecttoarrive,sir?G:Oh,around7p.m.,Isuppose.C:I’dliketoconfirmyourreservation.adoubleroomf

orMr.andMrs.CruiseatRMB1,500yuanpernightforfournightsfromJanuary5thto9th.MynameisMaryandwelookforwardtoservingyou.1.Forwhichdate？2.For

howmanynights?3.Whichkindofroomwouldyouprefer,adoubleorasingle?4.Couldyougivemeyourname,please?5.MayIhaveyou

rtelephonenumber,please?1.Forwhichdate？2.Forhowmanynights?3.Whichkindofroomwouldyouprefer,adoubleorasingle?4.Couldyo

ugivemeyourname,please?5.MayIhaveyourtelephonenumber,please?FromJanuary5th.Forfournights.Adoubleroom.Yes,it’sT

omCruise.Yes,thenumberis010-8207360.Task1SpeakingTask2ListeningListeningpracticeListenandwritedownwhatyo

uheard.1.Sorry,sir.Wedon’thaveyourreservation.2.MayIhaveyourcreditcardnumber?3.Whattypeofroomwouldyoulike?4.Howma

nyguestswilltherebeinyourparty?5.Task3Role-palyMr.SmithiscallingtomakeareservationforaDoubleRoomforhiscolleague,Mr.TerryThompson,whoisarrivinginChin

awithhiswifeonOctober1.ReservationforothersGoodmorning.RoomReservations.MayIhelpyou.Yes,I’dliketoreservearoom

.Task3Role-playTipsgreettheguesttelephonenumbernameroomtypesdateofarrivalanddepartureTask3Role-playR:Goodmorning.Roomreservation

.MayIhelpyou?G:Yes,I’dliketoreservearoomforacolleague.R:Thankyou,sir.Whichdatewouldthatbe?G:Foroneweek.FromOctober1to7.R:Whichkindofroomdothey

want?G:Adouble.He’llbeaccompaniedbyhiswife.R:Couldyouholdtheline,please?I’llcheckourroomavailability……thankyouforwaiting.I’mafraidwehavenodoubleroo

ms,butwedohavesometwinroomsatRMB1,000andRMB1,500available.G:TheoneatRMB1,500soundsfine.ExampledialogueTask3Rol

e-playR:Certainly,sir.MayIknowthenameofyourcolleagueandhiswife.G:Mr.andMrs.TerryThompson.R:Thankyou.MayIhaveyournamea

ndtelephonenumber,please?G:Yes,it’s820730,extension1301.IworkinIBMChina.MynameisBillSmith.R:Doyouknowtheirflightnumberandarrivaltime.G:Ye

s,it’sPanAmericanFlight#009.hisflightarrivesat2p.m.,aoheshouldbethereby5p.m.attheearliest.R:Thankyouverymu

ch.MynameisMary.Ifyouhaveanyfurtherenquiries,pleasedon’thesitatetocontactme.Welookforwardtoservingyourcolleague.ExampledialogueMakingReservatio

nsforaGroupR:FortuneHotel.Reservations.MayIhelpyou?G:Yes.MynameisBillRichardcallingfromtheInternationalTradingCompany.I‘dliketoreserveroomsformygroup

.R:Whatroomsdoyouprefer?G:Wehave30people.Fifteentwin-bedroomswithabath,please.R:Forwhichdates,Mr.Richard?G:FromJanuary22to24.R:Jus

tamoment,please.FifteenTWBsforJanuary22,23and24.Yes,westillhavethoseroomsavailable.R=ReservationClerkG=GuestExtensionTopicG:Thenhowmuchdoyou

charge?R:600yuanRMB.G:Fine.Onemorething,mayweusethehotelmeetingroomduringourstayinyourhotel?WearetohaveameetingontheafternoonofJanuary23,from3:

00p.mto5:00p.m.R:Noproblem.Wecanmakeitforyou,butwecharge400yuanRMBperhourfortheuseofthehotelmeetingroom.G:Oh,Isee.Anydisco

unt?R:Thereisa15percentdiscount.Andwe'llsendyouaconfirmationbyfaxwithinfivedays.MayIknowyourfaxnumber,p

lease?G:Youmayfaxat69691818.R:Thankyou,Mr.Richard.ExtensionTopicReviewTheProceduresofReservation1253467GreetingReservationInformation•arriv

aldate•departuredate•lengthofstaying•roomtype•Numberofrooms•numberofguestsReservationrecordfilloutthereservationcardGuestinformation•gu

estname•nameofgroup•contactname•telephonenumberConfirm•accept•confirmWishesexpressyourwishesSearching•availableroom•neededroom1.(Ro

om)Reservations.CanIhelpyou？2.Whichkindofroomwouldyoulike?3.Whenwouldyoulikeyourroom,sir?4.Forwhichdate?5.Howmanynights,please?6.How

longdoyouplantostay?7.Howmanyguestswilltherebeinyourparty?8.Howmanypeopleintheroomfor?9.Couldyouholdthelineplea

se?10.MayIhaveyourcreditcardnumber?UsefulExpressions1.Could/mayIhaveyourname/address/telephonenumber?2.I’llcheckifwehavevacancy.3.Asin

gleroomis90$pernight,witha10%servicecharge.4.Wehavespecialratestoday.5.WehavetwinsatUS$120andUS$180pernight.6.Weoffera10%discoun

tforgroupreservation,sir.7.Wewillneedanadvancedepositof$180.8.Icanbookyouadoubleroomfor….(date)9.I’mafraidwehavenosingleroomavailableasitispeaksea

son.10.Wearelookingforwardtoservingyou.UsefulExpressionsRoomReservationPart2ConfirmingorAdjustingaReservation•Task1Speaking•Task

2Listening•Task3Role-playTask1SpeakingR:AIBHotel.Goodmorning.MayIhelpyou?B:Yes.ThisisAdrienBrody.I’dliketomakeanadjustmentofmyrese

rvation.R:Certainly,Mr.Brody.MayIhavethedateofyourreservation,please?B:ItisonApril18th,for5nights.MyflighttoBeijingextendsto23rdbecauseofthe

companyarranging.SoIhavetostayinthehotelforonemorenightuntilthe23rd.AdjustingReservationsoverPhoneMr.Brody(B)callsAIBHoteltoadjusthis

reservation.TheTelephoneringsandareceptionist(R)answersthephone.Task1SpeakingR:Couldyouholdonasecond,please?I’llcheckourreservationrecord,Mr.B

rody.(Afterawhile)Yes,Mr.Brody.Youcanhavethetwinroomfor6nightsfromApril18thto23rd.B:That’sgreat.Thank

you.R:Youarewelcome.Weareexpectingtoseeyousoon.1.QuestionsabouttheconversationA:Whydoesthecallerhavetorevise

thereservation?Histravelingschedulehastochangeaccordingtothecompany’sarranging,sohecalledtorevisethereservation.B:Whatdoesthereservationistask

toknowthedateofthereservation?Inordertofindthereservationrecordquickly,thereservationistwantstoknowthedate.Task2ActivitiesTask3Role-playMr.G

reeniscallingtoreviseareservation.HebookedatwinroomsfromnextMondaytoWednesday.RoomReservationPart3FullyBooked•T

ask1Speaking•Task2Listening•Task3Role-playTask1SpeakingR:Goodafternoon.ThisisRoomReservation.MayIhelpyou?W:Y

es.DoyouhaveasingleroomforsevennightsfromSeptember1stto7th?R:Justamoment,please.Iamsorry,sir.Wearefullybookedinthatperiod.W:Oh,that’s

toobad.R:Isitpossibleforyoutochangeyourreservationdate?W:No,I’mafraidnot.R:Wouldyoulikeustoputyouonyourwaitinglistandcallyouincasewehavea

cancellation?W:Thatsoundsgood,butifyoudohaveanycancellations,couldyouletmeknowassoonaspossible?FullyBookedMr.Wang(

W)callsBeijingHotel.TheTelephoneringsandareceptionist(R)answersthephone.Task1SpeakingR:Sure.Besides,youcancheckontheIn

ternettoseeifyouhavethereservation.WehaveaglobalreservationsystemthroughtheInternet.Ourwebsiteiswww.b

eijinghotel.com.cn.W:Thankyou.That'sverykindofyou.Bytheway,couldyoupleaserecommendmeanotherhotelwhichisclosetoyourhotel?Justincase.R:C

ertainly.I'dsuggestthatyoumaytryBeijingInternationalHotel.W:Doyouknowtherateforasingleroomthere?R:Well,thesamewithourho

tel.ItisUS?100pernight.W:Isee.Doyouknowthetelephonenumber?R:Yes,it’s010-5679-3243.ShallIcallthehotelforyouno

w?W:No,thankyouverymuch.Ireallyappreciateyourhelp.Goodbye.R:Goodbye.Thankyouforcalling.1.Questionsaboutth

econversationIfaguestcallstomakeareservationwhenyourhotelhappenstobefullybooked,whatadvicewouldyougivetotheguest?Youcangivesomeadviceasfollows:•S

uggestothertyperoomthatisavailable;•Puttheguestonwaitinglistifallowed;•Changethearrivaltimeifpossible;•Ad

viseotherhotels;ActivitiesTask2Sorry,weareover-booking.A.Mr.BlackwouldliketobookadoubleroomfromMarch4to7.Unfortunatel

ythehotelisfullybookedforthosedays.ThereservationistbookedadoubleroomfromanearbyhotelforMr.Black.B.Mr.Zh

uiscallingtoreserve10doubleroomsforagroupfromAugust4toAugust9.Unfortunately,therearenotenoughdoubleroomsinthehotel.Task3Role-playRoomReservationPa

rt4Cancellingareservation•Task1Speaking•Task2Listening•Task3Role-playTask1SpeakingR:RoomReservation,M

ayIhelpyou?B:Yes.I’dliketocancelareservation,becausethemeetingschedulehasbeendelayed.R:That'sOK.Couldyoutellme

underwhosenamethereservationwasmade?B:It'sundermyname,B-L-A-C-K.R:Andwhatwasthedateofthereservation?B:FromJanuary16thforth

reenights.R:Excuseme,butisthereservationforyouorforanotherparty?B:Formyself.CancellingareservationMr.Blac

k(B)callsBeijingHoteltocancelhisreservation.TheTelephoneringsandareceptionist(R)answersthephone.Task1SpeakingR:Tha

nkyou,Mr.Black.I’llcancelthereservationunderyouname--BLACKforJanuary16thforthreenights.ButMr.Black,wouldyouliketomakeanotherreservationforanotherd

atenow?B:No,thankyou.I'lldoitwhentheschedulesettlesdown.R:Allright,Mr.Black.Gladtobeofservice.B:Thanky

ouforyourkindness.R:It'smypleasure.Goodbye.Task21.QuestionsabouttheconversationA.What’sthedifferencebetweenthetwinroomandt

hedoubleroom?Thetwinroomisequippedwithtwotwin-sizebed.Andthedoubleroomadouble-sizeroom.B.Trytoexplainthedifferencebe

tweenunguaranteedreservationandguaranteedreservation.Fortheunguaranteedreservation,hotelsonlyholdtheroomby6p.

minpeaktime.ActivitiesTask3Role-playMissCagehasbookedadoubleroomfromMarch4to7.Unfortunatelythetravel

agencychangestheschedule,soshehastocancelthereservation.Thereceptionistacceptsthecancellation.ThanksforYourAtt

ention!