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酒店英语RoomReservationHotelTheFrontoftheHouseTheFrontDesk/OfficeTheBackoftheHouseDepartmentsinhotelHousekeepingDepartmentFood&Bev

erageDepartmentHumanResourcesDepartmentRecreationalDepartmentFinancialDepartmentSalesDepartmentSecurityDepartmentEngineeringD

epartmentTheFrontOfficeServiceOftenprovidesfirstandlastimpression.Oftenhaslongestcontactwithguest.Therear

edifferentpartsinthefrontofficeofahotel.Thefrontofficestaffseemto“doitall”-store/depositguests’valuablesdeliverma

ilsandmessagesexchangeReservationReceptionCashierComplaintsBusinessInformationPhonecallsDeliverBaggagemee

tandgreetguestsissuekeysandothersecurityarrangementsprovideserviceswhencustomersaskedRoomReservationReceptionDeskI

nformationDeskConciergeSwitchBoardCashierOrganizationofFrontOfficethefirstconnectionbetweenguestandthehote

l.canbemadefacetoface,overthephone;throughe-mail,fax,orletter;bygueststhemselvesorathirdpartyConfirmat

ionisnecessary,andrequired.canbechangedorcancelledwithadvancednotification.Withthedevelopmentoftheinternet,thereisatendencytobuil

danetworkconnectinghotels,airlinesaswellassometravelagencies.IntroductionRoomreservationUnitOneRoomReservation•Part1Han

dlingaReservation•Part2ConfirmingorAdjustingaReservation•Part3FullyBooked•Part4CancellingareservationRoomRese

rvationPart1HandlingaReservation•Task1Speaking•Task2Listening•Task3Role-playLearningObjectives•Getfamiliarwiththeproceduresofhandli

ngroomreservations•Memorizetheusefulexpressionsinroomreservation•Roleplaythedialogues•Clerk员工•Client/guest顾客•Recepti

onist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•Singleroo

m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•Specialrat

e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:Howmanyguestswill

therebeinyourparty?G:Justmywifeandmyself.SoIpreferadouble,please.C:Holdtheline,please.I’llcheckourroomavailabilityforthosedays.Tha

nkyouforwaiting,wehaveadoubleatRMB1,000andatRMB1,500.Whichwouldyouprefer?C:clerkG:guestTask1SpeakingTask1SpeakingG:I’lltakethe

oneatRMB1,500..C:Certainly.MayIhaveyournameandinitials,please?G:Yes,it’sTomCruiseT.C.C:Mr.TomCruise.MayIhaveyourphonenumber,please?G:Yes,then

umberis010-8207360.C:Whattimedoyouexpecttoarrive,sir?G:Oh,around7p.m.,Isuppose.C:I’dliketoconfirmyourreservation.adouble

roomforMr.andMrs.CruiseatRMB1,500yuanpernightforfournightsfromJanuary5thto9th.MynameisMaryandwelookforwardtoservingyou.1.Forwhichdate？2.

Forhowmanynights?3.Whichkindofroomwouldyouprefer,adoubleorasingle?4.Couldyougivemeyourname,please?5.MayIhaveyourtelephonenumber,ple

ase?1.Forwhichdate？2.Forhowmanynights?3.Whichkindofroomwouldyouprefer,adoubleorasingle?4.Couldyougivemeyourname,please?5.MayIhaveyourt

elephonenumber,please?FromJanuary5th.Forfournights.Adoubleroom.Yes,it’sTomCruise.Yes,thenumberis010-8207360.Task1SpeakingTask2ListeningLis

teningpracticeListenandwritedownwhatyouheard.1.Sorry,sir.Wedon’thaveyourreservation.2.MayIhaveyourcreditcardnumber

?3.Whattypeofroomwouldyoulike?4.Howmanyguestswilltherebeinyourparty?5.Task3Role-palyMr.SmithiscallingtomakeareservationforaDouble

Roomforhiscolleague,Mr.TerryThompson,whoisarrivinginChinawithhiswifeonOctober1.ReservationforothersGoodmorning.RoomReservations.MayIhel

pyou.Yes,I’dliketoreservearoom.Task3Role-playTipsgreettheguesttelephonenumbernameroomtypesdateofarrivalanddepartureTask3Role-playR:Goodm

orning.Roomreservation.MayIhelpyou?G:Yes,I’dliketoreservearoomforacolleague.R:Thankyou,sir.Whichdatewould

thatbe?G:Foroneweek.FromOctober1to7.R:Whichkindofroomdotheywant?G:Adouble.He’llbeaccompaniedbyhiswife.R:Couldyouholdtheline

,please?I’llcheckourroomavailability……thankyouforwaiting.I’mafraidwehavenodoublerooms,butwedohavesometwinroomsatRMB1,000andRMB1,500available.G

:TheoneatRMB1,500soundsfine.ExampledialogueTask3Role-playR:Certainly,sir.MayIknowthenameofyourcolleagueandhiswife.G:Mr.andMrs.TerryThomp

son.R:Thankyou.MayIhaveyournameandtelephonenumber,please?G:Yes,it’s820730,extension1301.IworkinIBMChina.MynameisBillSmith.R:Doyo

uknowtheirflightnumberandarrivaltime.G:Yes,it’sPanAmericanFlight#009.hisflightarrivesat2p.m.,aoheshouldbethereb

y5p.m.attheearliest.R:Thankyouverymuch.MynameisMary.Ifyouhaveanyfurtherenquiries,pleasedon’thesitatetocontactme.Welookfo

rwardtoservingyourcolleague.ExampledialogueMakingReservationsforaGroupR:FortuneHotel.Reservations.MayIhelpyou?G:Yes.MynameisBillRichardcallingfrom

theInternationalTradingCompany.I‘dliketoreserveroomsformygroup.R:Whatroomsdoyouprefer?G:Wehave30people.Fi

fteentwin-bedroomswithabath,please.R:Forwhichdates,Mr.Richard?G:FromJanuary22to24.R:Justamoment,please.FifteenTWBsforJa

nuary22,23and24.Yes,westillhavethoseroomsavailable.R=ReservationClerkG=GuestExtensionTopicG:Thenhowmuchdoyoucharge?R:600yuanRMB.G:Fine.

Onemorething,mayweusethehotelmeetingroomduringourstayinyourhotel?WearetohaveameetingontheafternoonofJanua

ry23,from3:00p.mto5:00p.m.R:Noproblem.Wecanmakeitforyou,butwecharge400yuanRMBperhourfortheuseofthehotelmeetingroom.G:Oh,Isee.A

nydiscount?R:Thereisa15percentdiscount.Andwe'llsendyouaconfirmationbyfaxwithinfivedays.MayIknowyourfaxnumber,please?G:Youmayfaxat69691818.R:

Thankyou,Mr.Richard.ExtensionTopicReviewTheProceduresofReservation1253467GreetingReservationInformation•arrivaldate•departureda

te•lengthofstaying•roomtype•Numberofrooms•numberofguestsReservationrecordfilloutthereservationcardGuestinformation•guestname•nameofgroup•cont

actname•telephonenumberConfirm•accept•confirmWishesexpressyourwishesSearching•availableroom•neededroom1.(Room)Reservatio

ns.CanIhelpyou？2.Whichkindofroomwouldyoulike?3.Whenwouldyoulikeyourroom,sir?4.Forwhichdate?5.Howmanynights,pl

ease?6.Howlongdoyouplantostay?7.Howmanyguestswilltherebeinyourparty?8.Howmanypeopleintheroomfor?9.Couldyouholdthelineplea

se?10.MayIhaveyourcreditcardnumber?UsefulExpressions1.Could/mayIhaveyourname/address/telephonenumber?2.I’llcheckifwehav

evacancy.3.Asingleroomis90$pernight,witha10%servicecharge.4.Wehavespecialratestoday.5.WehavetwinsatUS$120an

dUS$180pernight.6.Weoffera10%discountforgroupreservation,sir.7.Wewillneedanadvancedepositof$180.8.Icanbookyouadoubleroo

mfor….(date)9.I’mafraidwehavenosingleroomavailableasitispeakseason.10.Wearelookingforwardtoservingyou.UsefulExpressionsRoomReservationPar

t2ConfirmingorAdjustingaReservation•Task1Speaking•Task2Listening•Task3Role-playTask1SpeakingR:AIBHotel.Goodmorning.MayI

helpyou?B:Yes.ThisisAdrienBrody.I’dliketomakeanadjustmentofmyreservation.R:Certainly,Mr.Brody.MayIhavethe

dateofyourreservation,please?B:ItisonApril18th,for5nights.MyflighttoBeijingextendsto23rdbecauseofthecompanyarranging.SoIhavetostayinthehotelf

oronemorenightuntilthe23rd.AdjustingReservationsoverPhoneMr.Brody(B)callsAIBHoteltoadjusthisreservation.TheTelephoneringsandareception

ist(R)answersthephone.Task1SpeakingR:Couldyouholdonasecond,please?I’llcheckourreservationrecord,Mr.Brody.(Afterawh

ile)Yes,Mr.Brody.Youcanhavethetwinroomfor6nightsfromApril18thto23rd.B:That’sgreat.Thankyou.R:Youarewelcome.Weareexpectingtoseeyouso

on.1.QuestionsabouttheconversationA:Whydoesthecallerhavetorevisethereservation?Histravelingschedulehastochangeaccordingtothecompany’sarranging,soh

ecalledtorevisethereservation.B:Whatdoesthereservationistasktoknowthedateofthereservation?Inordertofindthereservationrec

ordquickly,thereservationistwantstoknowthedate.Task2ActivitiesTask3Role-playMr.Greeniscallingtoreviseareservation.Hebookedatwinroomsfromne

xtMondaytoWednesday.RoomReservationPart3FullyBooked•Task1Speaking•Task2Listening•Task3Role-playTask1Sp

eakingR:Goodafternoon.ThisisRoomReservation.MayIhelpyou?W:Yes.DoyouhaveasingleroomforsevennightsfromSeptember1stto7th?R:Justamoment,p

lease.Iamsorry,sir.Wearefullybookedinthatperiod.W:Oh,that’stoobad.R:Isitpossibleforyoutochangeyourreservationdate?W:No,I’mafraidno

t.R:Wouldyoulikeustoputyouonyourwaitinglistandcallyouincasewehaveacancellation?W:Thatsoundsgood,butifyoudohaveanyca

ncellations,couldyouletmeknowassoonaspossible?FullyBookedMr.Wang(W)callsBeijingHotel.TheTelephoneringsandareceptionist(R)answer

sthephone.Task1SpeakingR:Sure.Besides,youcancheckontheInternettoseeifyouhavethereservation.WehaveaglobalreservationsystemthroughtheInterne

t.Ourwebsiteiswww.beijinghotel.com.cn.W:Thankyou.That'sverykindofyou.Bytheway,couldyoupleaserecommendmeanotherhotelwhichisclose

toyourhotel?Justincase.R:Certainly.I'dsuggestthatyoumaytryBeijingInternationalHotel.W:Doyouknowtherateforasingleroomthere?R:We

ll,thesamewithourhotel.ItisUS?100pernight.W:Isee.Doyouknowthetelephonenumber?R:Yes,it’s010-5679-3243.ShallIcallthehotelforyounow?W:No,t

hankyouverymuch.Ireallyappreciateyourhelp.Goodbye.R:Goodbye.Thankyouforcalling.1.QuestionsabouttheconversationIfaguestc

allstomakeareservationwhenyourhotelhappenstobefullybooked,whatadvicewouldyougivetotheguest?Youcangivesomeadvic

easfollows:•Suggestothertyperoomthatisavailable;•Puttheguestonwaitinglistifallowed;•Changethearrivaltimeifp

ossible;•Adviseotherhotels;ActivitiesTask2Sorry,weareover-booking.A.Mr.BlackwouldliketobookadoubleroomfromMarch4to7.Unfort

unatelythehotelisfullybookedforthosedays.ThereservationistbookedadoubleroomfromanearbyhotelforMr.Black.B.Mr.Zhuiscallingtor

eserve10doubleroomsforagroupfromAugust4toAugust9.Unfortunately,therearenotenoughdoubleroomsinthehotel.Task3Role-playRoomReservationPart4C

ancellingareservation•Task1Speaking•Task2Listening•Task3Role-playTask1SpeakingR:RoomReservation,MayIhelpyou?B:Y

es.I’dliketocancelareservation,becausethemeetingschedulehasbeendelayed.R:That'sOK.Couldyoutellmeunderwhosename

thereservationwasmade?B:It'sundermyname,B-L-A-C-K.R:Andwhatwasthedateofthereservation?B:FromJanuary16thforthreenights.R:Excus

eme,butisthereservationforyouorforanotherparty?B:Formyself.CancellingareservationMr.Black(B)callsBeijingHoteltocancelhisreservation.TheTelephonerings

andareceptionist(R)answersthephone.Task1SpeakingR:Thankyou,Mr.Black.I’llcancelthereservationunderyouname--BLACKforJanuary16thf

orthreenights.ButMr.Black,wouldyouliketomakeanotherreservationforanotherdatenow?B:No,thankyou.I'lldoitwhentheschedulesettles

down.R:Allright,Mr.Black.Gladtobeofservice.B:Thankyouforyourkindness.R:It'smypleasure.Goodbye.Task21.QuestionsabouttheconversationA.What

’sthedifferencebetweenthetwinroomandthedoubleroom?Thetwinroomisequippedwithtwotwin-sizebed.Andthedoubleroomadoubl

e-sizeroom.B.Trytoexplainthedifferencebetweenunguaranteedreservationandguaranteedreservation.Fortheunguaranteedre

servation,hotelsonlyholdtheroomby6p.minpeaktime.ActivitiesTask3Role-playMissCagehasbookedadoubleroomfromMarch4

to7.Unfortunatelythetravelagencychangestheschedule,soshehastocancelthereservation.Thereceptionistacceptsthecancellation.Thanksfor

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