酒店英語前臺課件

實用階梯英語酒店英語1實用階梯英語酒店英語1酒店英語人才前景根據(jù)國家旅游局2010年發(fā)布的統(tǒng)計報告顯示，我國星級酒店發(fā)展迅速，截至2009年年底，中國已有13378家星級酒店，比上一年增長了11.26%.自奧運會始，已有14.5萬間高檔客房投入使用，而四星、五星級的酒店就需要員工10萬人左右，預計到2011年僅北京酒店行業(yè)管理人才（包括酒店、飯店、機場、旅游）缺口就將在50萬人左右?！狈▏鸥呒瘓F大中華區(qū)運營副總裁齊默表示.2酒店英語人才前景根據(jù)國家旅游局2010年發(fā)布的統(tǒng)計報告顯示，2011年職業(yè)需求排行榜

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市場營銷

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計算機（IT類-開發(fā)/應用）

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酒店/賓館/餐飲旅游類

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營銷管理

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公司文職類

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商店/零售服務類

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工業(yè)/工廠類

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廣播/影視媒體/攝影專業(yè)類

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技工/普工類

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財務/審計（統(tǒng)計）類

32011年職業(yè)需求排行榜

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DiagramProgram4Program3Program2Program14DiagramProgram4Program3ProgrProgram1FrontOffice項目一前廳部FrontOfficeistheanswerstationforresidencehalls.Ifyouhaveanyquestionsabouthousing,orneedassistancefromHousingstaff,ordirectionstoanewlocation,stopbyorcallandaskthedeskstaff.Theyareallknowledgeableaboutthehotel,thenearbyplaces,andthecity.Inmosthalls,FrontOfficeislocatednearthemainentrance.Also,youregister,check-in,check-out,changemoneyandaskforotherhelpsthere,soFrontOfficeisanopenwindowofahotel.FrontOfficeIntroduction前廳部介紹5Program1FrontHotTip前廳部是酒店住宿的總服務臺。如果你有住宿方面的問題，需要客房工作人員的協(xié)助或地點問詢等，你都可以到前廳部或打電話給前廳部解決。這里的工作人員對酒店本身，周圍環(huán)境，甚至整個城市都很熟悉。大多數(shù)酒店的前廳部都靠近正門。你可以在這里登記入住，結(jié)賬離店，兌換貨幣或詢求其他幫助?？梢娗皬d部是酒店對外的“窗口”。6HotTipHotTipMainFunctionsoftheFrontOffice前廳部主要功能■InformationInquiryService信息問詢服務■RoomReservationService客房預訂服務■Check-inService 入住登記服務■ConciergeService 禮賓服務■BusinessCenter 商務中心■Check-outService 離店結(jié)賬服務7HotTipMainFunctionsoftheFConciergeServices5FrontOfficeReceivingRoomReservations1Check-inServices2ExtendingtheStayandChangingtheRoom3Check-outServices48ConciergeServices5FrontOfficHotTipTask1ReceivingRoomReservations工作任務一 受理客房預訂TaskObjectives任務目標Afterlearning,youshouldbeableto: 學完后，應該掌握：◆receiveFITreservations 受理國外散客預訂◆receivegroupreservations 受理團隊預訂◆receiveguaranteedroomreservations受理有保證的客房預訂◆receiveroomreservationcancellation 受理客房退訂◆receiveroomreservationrevision 受理客房預訂變更

9HotTipTask1TaskObjectiveHotTipWordsandExpressions詞匯與表達longdistancecall 長途電話 vacancy n. 空位singleroom 單人房doubleroom 雙人房airconditioning 空調(diào)mobilephone 手機，移動電話lookforwardto 期望10HotTipWordsandExpressions詞匯HotTipSub-task1:ReceivingFITRoomReservations子任務一受理國外散客預訂Sample情景實例Scene:GeorgeSmithandLaurenSmith,aBritishcouple,aregoingtospendtheirholidaysinChina.NowMr.SmithismakingareservationatMarriottHotelinNingbothroughalongdistancecall.(R=Receptionist,C=Customer)R:Goodmorning,MarriottHotel.CanIhelpyou?C:Goodmorning.HaveyougotvacanciesfromJuly18thto20th?I’dliketomakeareservationforthreenights.R:Allright.Singleordoubleroom?C:Doubleroom,please.R:Letmecheck...Yes,wehaveadoubleroomavailable.C:Isthatwithorwithoutbath?R:It’saroomwithshowerandtoilet.C:Thatsoundsgood.Isthereairconditioning?R:Certainly,sir.

11HotTipSub-task1:ReceivingFHotTipC:Howmuchwillitbeforonenight?R:Letmesee.AdoubleroomisRMB600yuanpernight.C:Doesthatincludebreakfast?R:Yes,thatincludesaChineseorAmericanbreakfastandanewspaperChinaDaily.C:DoyouacceptVisaCard?R:Yes,wedo.Whattimewillyoubearriving?C:Ishouldbetherearound7：00p.m.onthe18th.R:OK,sir.CouldItakeyournameandcontactnumber,please?C:Yes,mynameisGeorgeSmith.Mobilephonenumberis0013602923671.R:Couldyouspellthat,please?C:GeorgeSmith,G-E-O-R-G-E,S-M-I-T-H.R:Mr.GeorgeSmith.Adoubleroomwithbathandairconditioningforthenightsfrom18thto20th.AmIcorrect?C:Yes,that’sright.Thankyou.R:Youarewelcome,sir.Wearelookingforwardtoyourcoming.Goodbye.12HotTipC:HowmuchwillitbTypesofroomSingleroom13TypesofroomSingleroom13Typesofroomdoubleroom14Typesofroomdoubleroom14Typesofroomtwinroom15Typesofroomtwinroom15Typesofroomtripleroom16Typesofroomtripleroom16Typesofroomsuite17Typesofroomsuite17ExecutiveroomTypesofroomJustaroomforexecutivesinhotel18ExecutiveroomTypesofroomJusHotTipSituationalTraining情景實訓1.RoleplayYournameisBillBrown.You’dlikeasingleroomwithshowerfromJuly18thto22nd.Thehotelreceptionistanswersthephoneandacceptsthebooking.2.Accordingtothedialogueyoumadeabove,fillinthemissinginformationintheReservationForm.19HotTipSituationalTraining情景實HotTipReservation#Mr./Mrs./Miss/Ms.:______________Arr.Date:______________Depart.Date:______________ETA:______________ No.ofnights:______________Roomtype:______________No.ofrooms:______________No.ofpersons:____________Ratequoted(報價):______________Contact/Companyname:___________ Address:___________PhoneNo.:______________Methodofpayment:___________Gtdbooking:___________20HotTip有保證預定指有物質(zhì)上的保證到時會入住，相應地，酒店方也會將預定的房間保留，一般情況下需預訂時支付一定的金額，如果預訂方違約，不入住，擔保的金額不能退還；預付訂金方式預付款prepayment:提前支付信用卡creditcard:提供信用卡號押金advanceddeposit:提前支付一天房費21有保證預定指有物質(zhì)上的保證到時會入住，相應地，酒店方也會將預無保證預定無需物質(zhì)上的保證預訂，到期不入住，酒店方將不會保留，同進預訂方會在酒店留下NOSHOW的記錄。22無保證預定無需物質(zhì)上的保證預訂，到期不入住，酒店方將不會保留Sub-task2:ReceivingGroupReservations子任務二

受理團隊預訂Sample情景實例Scene:Thetelephonerings.Thereceptionistanswersthephone.(R=Receptionist,C=Customer)R:Reservations.MayIhelpyou?C:Yes.IamcallingfromSunnyTradeCompany.I’dliketoknowifyouhaveroomsavailable.Wearegoingtohaveaconference.R:MayIknowhowmanypeopletherewillbeintheconference?C:20persons.R:Whatkindofroomwouldyoulike?C:I’dlike10twinrooms.R:Forwhen?C:ForJuly21st,22nd,and23rd.23Sub-task2:ReceivingGroupReR:Onemoment,please,sir.(Thereceptionistischeckingthelist.)Yes,wecanconfirm10roomsforthosedays.C:Thankyou.Isthereanyspecialrateforagroupreservation?R:Yes,thereisa15percentdiscount.C:That’sgreat.R:Bytheway,howwillyoubesettlingtheaccounts,please?C:Ourcompanywillcoveralltheexpensesandwewillsendyouachequesoon.Oh!Accordingtotheprogram,theywillhaveameetingonthe22nd.Haveyougotamiddle-sizedconferencehall?R:Yes,sir,wehaveaverynicemultifunctionhall,butyou’llhavetospeaktothesalesmanageraboutthat.PleaseholdonamomentandIwillputyouthrough.24R:Onemoment,please,sirHotTipWordsandExpressions詞匯與表達available

a. 可獲得的twinroom 雙床雙人房groupreservation 團隊預訂specialrate 特價cheque n. 支票conferencehall 會議廳multifunctionhall 多功能廳salesmanager 銷售經(jīng)理holdon

稍等put...through 轉(zhuǎn)接25HotTipWordsandExpressions詞匯HotTipSituationalTraining情景實訓1.Roleplay Supposeyouaretheleaderofatravelagency.YouarecallingRoomReservationsofBeijingHotel.Youwanttobook10twinroomsfrom6thofOctoberto10thofOctoberforyourgroupmembers,whowillstayinBeijingtohaveatravel.Theroomrateis180dollarspernight.Youcanenjoya15%discountforthegroupreservation.2.Accordingtothedialogueyoumadeabove,fillinthemissinginformationintheReservationForm.26HotTipSituationalTraining情景實HotTipReservation#Mr./Mrs./Miss/Ms.:______________Arr.Date:______________Dep.Date:______________ETA:______________ No.ofnights:______________Roomtype:______________ No.ofrooms:______________No.ofpersons:______________Ratequoted:______________Contact/Companyname:__________Address:______________PhoneNo.:______________Methodofpayment:___________Gtdbooking:______________27HotTipSub-task3:ReceivingGuaranteedRoomReservations子任務三

受理有保證的客房預訂Sample情景實例Scene:Mr.SmithcallstheReservationsoftheMarriottHoteltoreserverooms.Thereceptionistexplainsandasksfornecessarydetails.(R=Receptionist,C=Customer)R: Goodafternoon,Reservations.CanIhelpyou?C: ThisisGeorgeSmith.I’dliketoreservearoomformyfriends.R: Oh,Mr.Smith.Whattypeofroomdoyouprefer?C: Atwinroom,please.R: Forwhichdates?Andhowmanyguestswillbearriving?C: FromJuly18thtoJuly20th.Twopersons.28Sub-task3:ReceivingGuarante指有物質(zhì)上的保證到時會入住，相應地，酒店方也會將預定的房間保留，一般情況下需預訂時支付一定的金額，如果預訂方違約，不入住，擔保的金額不能退還；預付訂金方式預付款prepayment:提前支付信用卡creditcard:提供信用卡號押金advanceddeposit:提前支付一天房費有保證預定29指有物質(zhì)上的保證到時會入住，相應地，酒店方也會將預定的房間保HotTipR：Holdon,please.OnetwinroomfromJuly18thtoJuly20th.Yes,westillhaveroomsavailable.TheratewillbeRMB550yuanpernight.C:OK,that’sfine.R: CanIhaveyourguests’names,please?C: TomGreeandhiswife.Canyougiveusaspecialratesinceoursisacompanybooking?R: Thereisa20%companydiscount.C: Great.Withorwithoutbreakfast?R: Theroomrateincludesfreebreakfast.Howdoyouwishtoguaranteeyourbooking?30HotTipR：Holdon,please.OHotTipC: MyVisaCard.Thecardnumberis6637000922224.R: Thankyou.Howwilltheybearriving?C: Byair.Doyouofferairportpick-upservices?R: Yes.Whatistheirflightnumber?C: FlightAU220,arrivinginShanghaiat3:00p.m.onthe18th.R: OK,ourhotelshuttlebuswillpickthemupattheairportwhentheyarrive.C: Thankyou.Goodbye.R: You’rewelcome.Goodbye,Mr.Smith.31HotTipC: MyVisaCard.Theca信用卡AE(AmericanExpress)美國運通卡32信用卡AE(AmericanExpress)美國運通卡3Master萬事達卡33Master萬事達卡33Vise維薩卡34Vise維薩卡34長城卡35長城卡35Shuttlebus36Shuttlebus36HotTipWordsandExpressions詞匯與表達prefer v. 更喜歡guarantee v. 保證shuttlebus 班車VisaCard 維薩卡Pick-upservice 接機服務37HotTipWordsandExpressions詞匯HotTipSituationalTraining情景實訓1.RoleplayMr.JasoncallstheReservationsofMarriottHoteltoreserveasuitewiththeriverviewforhisboss.ThestayingdateisfromOct.5thtoOct.7th.Theroomrateis200dollarspernight.HehopestoguaranteehisreservationwithVisaCard.2.Accordingtothedialogueyoumadeabove,fillinthemissinginformationintheReservationForm.38HotTipSituationalTraining情景實HotTipReservation#Mr./Mrs./Miss/Ms.:________________Arr.Date:________________Dep.Date:________________ETA:________________No.ofnights:________________Roomtype:______________No.ofrooms:________________No.ofpersons:____________Ratequoted:________________Contact/Companyname:________Address:________________PhoneNo.:________________Methodofpayment:_________Gtdbooking:________________39HotTipHotTipSub-task4:ReceivingRoomReservationCancellation子任務四

受理客房退訂Sample情景實例Scene:AguestwantstocancelthereservedroomunderthenameofJackBrown.Thereceptionisthelpshimmakethecancellation.(R=Receptionist,G=Guest)R:RoomReservations.MayIhelpyou?G.I’dliketocancelareservation.R:Whoisthereservationmadefor?G:JackBrown.R:Howdoyouspellthat,please?G:B-R-O-W-N,Brown.40HotTipSub-task4:ReceivingRHotTipR:Whatwasthedateofthereservation?G:FromOctober2ndfor3nights.R:Excuseme,butisthereservationforyou?G:No,it’sformyfriend.R:MayIhaveyournameandphonenumber,please?G:Yes,it’sMaryandmynumberis365-7071.R:Thankyou,ma’am.I’llcancelMr.Brown’sreservationfromOctober2ndfor3nights.Welookforwardtoanotherchancetoserveyou.41HotTipR:WhatwasthedateoHotTipWordsandExpressions詞匯與表達cancellation

n. 取消roomavailability 客房預訂情況（有無空房）42HotTipWordsandExpressions詞匯HotTipSituationalTraining情景實訓RoleplayMarywantstocancelareservation.ThedateofreservationisfromJune2ndtoJune4th,for3nightsaltogether.ThereservationistcancelsthereservationforMary.43HotTipSituationalTraining情景實11/12/2022HotTipSub-task5:ReceivingRoomReservationRevision子任務五

受理客房預訂變更Sample情景實例Scene:TheguestAlicemadearoomreservationfor2nights.Shewantstoextendherstayfor5nights.Thehotelclerkhelpsherrevisethereservation.(C=Clerk,G=Guest)C:RoomReservations.MayIhelpyou?G:Yes,mynameisAlice,andImadeareservationfor2nightsfromJuly11thtoJuly13th.I’dliketoextenditfor2morenightsuntilthe15th.C:For5nightsfromJuly11thtoJuly15th?G:That’sright.C:Willtherebeanychangeinyourroomtype?Yourreservationisforatwinroom.G:No.C:Thankyou,madam.Wewillextendthereservationforyou.4411/12/2022HotTipSub-task5:R11/12/2022HotTipSituationalTraining情景實訓RoleplayMr.BrianreservedtwotwinroomswiththeGardenHotelforbusinessmeetingfor2nightsfromMay4thtoMay5th.NowheiscallingfromLondontochangethedateofthereservationforhismeetinghasbeendelayeduntilMay6thtoMay7th.Theroomtypehasnotbeenchanged.4511/12/2022HotTipSituationalTHotTipWhatyoushouldbeabletoknow你應該知道的知識TaskProcedure任務流程■Greettheguest.向客人問好。■Asktheguestforthefollowingreservationinformation:向客人詢問下列預訂信息：Thedateofarrivalanddeparture.

客人到達和離開的時間。Thenumberofthepeople.

住店的人數(shù)。

Theroomtypeandthenumberofrooms.

(客人所要的)房型和房間數(shù)。HotTipWhatyoushouldbeableHotTip■Checktheroomavailabilityinthecomputer.在電腦上核查是否有空房間?！鯣etthefollowinginformationfromtheguest:從客人那里獲取下列信息：Thenameoftheguestorthenameofthegroup.客人姓名或團隊名稱。Theguest’stelephonenumber.

客人的電話號碼。Thecontactnameandhistelephonenumber.(如果是代訂需要留下)代訂人的姓名及電話號碼?！鯟onfirmthereservation.確認預訂?！鯡xtendyourwishes.表達祝愿。■Formthereservationrecord.形成預訂記錄。HotTip■ChecktheroomavailaHotTipTaskSkills任務技巧■Thereceptionistshouldanswerthephonecallbeforethephoneringsforthethirdtime,thenmakeaself-introductionwithpoliteexpressionsandspeakinafriendlyandcleartonewithmoderatespeed.在電話響第三聲之前，接待員應接起電話，并禮貌地做自我介紹，用清晰、友好的語調(diào)和適當?shù)恼Z速作答。HotTipTaskSkills任務技巧HotTip

■Asktheguestaboutthetimeofhisarrival

anddeparturewiththefollowingsentences:用下列句子詢問客人到達和離開的時間：Whatdatewouldthatbe?Forwhich/whatdate?Forwhen?Howlongwillyouintendtostay?HotTip■AsktheguestaboutHotTip■Doconfirmaftergettingalloftheinformationaboutthereservation.在獲得所有預訂信息之后一定要確認?！鯥fyoudon’tunderstandwhattheguestsays,besurenottoguessorpretendtoknowatall.Certainlyyoudon’thavetobeafraidofthis.Asktheguesttosayagainwith:“Ibegyourpardon.”“Pardon?”or“Sorry,Icannotcatchyou.Couldyoupleaserepeatthat?”沒有聽懂或沒有聽清客人的話時，切忌猜測，更不要假裝明白。當然也不用怕?？梢哉埧腿嗽僬f一遍，如：“請再說一遍”，“請重復一下”，或是“對不起，我沒有聽懂，能否再重復一遍？”HotTip■DoconfirmaftergetHotTip■Iftheroomsarefullybooked,ortheroomsneededhavebeenreserved,youcanrecommendthefollowingstotheguestinordertosolvetheproblem:Someotherkindsofrooms.

Someotherstayingdate.

Someotherhotels.如果酒店客房已經(jīng)訂滿，或是客人所需房間已經(jīng)被預訂，可以用下列辦法來解決此事：推薦別的房型。推薦其他入住日期。推薦其他酒店。HotTip■IftheroomsarefullHotTip■Afterreservation,besuretosaytotheguest:“Welookforwardtoyourarrival”.預訂結(jié)束后，務必要說：“我們期盼您的光臨?！盚otTip■Afterreservation,b項目：預定（前臺服務人員注意事項1接電話時正確問候賓客，同時報出部門名稱2確定賓客抵離時間3詢問賓客是否需要交通接送服務4提供所有合適賓客要求的房型信息5正確描述房型的差異（位置、大小、房內(nèi)設施）6如該日期無賓客要求的房型，主動提供其他選擇7詢問賓客姓名及其拼寫8詢問賓客地址或其聯(lián)系方式9說明房價及所包含內(nèi)容10提供預定號碼或預定姓名11說明飯店入住有關規(guī)定12通話結(jié)束前重復確認預定的所有細節(jié)13通話結(jié)束，員工向賓客致謝53項目：預定（前臺服務人員注意事項1接電話時正確問候賓客，同時前廳部經(jīng)理和主管前廳經(jīng)理是整個前廳部的經(jīng)理，前廳經(jīng)理下面是大堂副理！大堂副理下面才是前廳主管．酒店前廳的工作分得很細，故前廳主管分為①預定部主管②接待處主管③問訊處主管④禮賓部主觀⑤電話總機主管⑥商務中心主管⑦前臺收銀主管54前廳部經(jīng)理和主管前廳經(jīng)理是整個前廳部的經(jīng)理，前廳經(jīng)理下面是大HotTip■Someusefulsentences實用句型MayIhave/Wouldyoutellme_______?yourfullname請告訴我您的全名？yourphonenumber請告訴我您的電話號碼？yourarrivaldate請告訴我您的到達時間？yourcompany‘sname請告訴我您公司的名字？yourdeparturedate請告訴我您的離店時間？HotTip■SomeusefulsentencesHotTipWhatkindofroom_______?wouldyoulikeareyoulookingforwillyoubeneeding請問您想要哪種房間？areyouinterestedindoyouwantHotTipWhatkindofroom_____HotTipIwouldlike_______.asuperiorroom我想要一個高級套房anexecutivesuite我想要一個商務套房adeluxeroom我想要一個豪華間ahorizonclubroom我想要一個行政套房astandardroom我想要一個標間HotTipIwouldlike_______.aHotTipWedohavea_______forthisFriday,sir/madam.vacancy本周五我們可以提供一個空房singleroomavailable本周五我們可以提供一個單人間doubleroom本周五我們可以提供一個雙人間roomwithaking-sizedbed本周五我們可以提供一個大床間deluxeroom本周五我們可以提供一個豪華間HotTipWedohavea_______foHotTipHere’syourbill,sir.Howdoyouwishtosettleit?I’llpayincash.我用現(xiàn)金支付Doyouacceptcreditcards?可以使用信用卡嗎？CanIusetraveler’schecks?我能用旅行支票嗎？I’llsignthebilltomyroom.請記在我房間賬上。Pleasechargeittomycompanycard.請記在我公司卡上。HotTipHere’syourbill,sir.實用階梯英語酒店英語60實用階梯英語酒店英語1酒店英語人才前景根據(jù)國家旅游局2010年發(fā)布的統(tǒng)計報告顯示，我國星級酒店發(fā)展迅速，截至2009年年底，中國已有13378家星級酒店，比上一年增長了11.26%.自奧運會始，已有14.5萬間高檔客房投入使用，而四星、五星級的酒店就需要員工10萬人左右，預計到2011年僅北京酒店行業(yè)管理人才（包括酒店、飯店、機場、旅游）缺口就將在50萬人左右?！狈▏鸥呒瘓F大中華區(qū)運營副總裁齊默表示.61酒店英語人才前景根據(jù)國家旅游局2010年發(fā)布的統(tǒng)計報告顯示，2011年職業(yè)需求排行榜

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市場營銷

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計算機（IT類-開發(fā)/應用）

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酒店/賓館/餐飲旅游類

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營銷管理

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公司文職類

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商店/零售服務類

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工業(yè)/工廠類

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廣播/影視媒體/攝影專業(yè)類

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技工/普工類

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財務/審計（統(tǒng)計）類

622011年職業(yè)需求排行榜

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DiagramProgram4Program3Program2Program163DiagramProgram4Program3ProgrProgram1FrontOffice項目一前廳部FrontOfficeistheanswerstationforresidencehalls.Ifyouhaveanyquestionsabouthousing,orneedassistancefromHousingstaff,ordirectionstoanewlocation,stopbyorcallandaskthedeskstaff.Theyareallknowledgeableaboutthehotel,thenearbyplaces,andthecity.Inmosthalls,FrontOfficeislocatednearthemainentrance.Also,youregister,check-in,check-out,changemoneyandaskforotherhelpsthere,soFrontOfficeisanopenwindowofahotel.FrontOfficeIntroduction前廳部介紹64Program1FrontHotTip前廳部是酒店住宿的總服務臺。如果你有住宿方面的問題，需要客房工作人員的協(xié)助或地點問詢等，你都可以到前廳部或打電話給前廳部解決。這里的工作人員對酒店本身，周圍環(huán)境，甚至整個城市都很熟悉。大多數(shù)酒店的前廳部都靠近正門。你可以在這里登記入住，結(jié)賬離店，兌換貨幣或詢求其他幫助?？梢娗皬d部是酒店對外的“窗口”。65HotTipHotTipMainFunctionsoftheFrontOffice前廳部主要功能■InformationInquiryService信息問詢服務■RoomReservationService客房預訂服務■Check-inService 入住登記服務■ConciergeService 禮賓服務■BusinessCenter 商務中心■Check-outService 離店結(jié)賬服務66HotTipMainFunctionsoftheFConciergeServices5FrontOfficeReceivingRoomReservations1Check-inServices2ExtendingtheStayandChangingtheRoom3Check-outServices467ConciergeServices5FrontOfficHotTipTask1ReceivingRoomReservations工作任務一 受理客房預訂TaskObjectives任務目標Afterlearning,youshouldbeableto: 學完后，應該掌握：◆receiveFITreservations 受理國外散客預訂◆receivegroupreservations 受理團隊預訂◆receiveguaranteedroomreservations受理有保證的客房預訂◆receiveroomreservationcancellation 受理客房退訂◆receiveroomreservationrevision 受理客房預訂變更

68HotTipTask1TaskObjectiveHotTipWordsandExpressions詞匯與表達longdistancecall 長途電話 vacancy n. 空位singleroom 單人房doubleroom 雙人房airconditioning 空調(diào)mobilephone 手機，移動電話lookforwardto 期望69HotTipWordsandExpressions詞匯HotTipSub-task1:ReceivingFITRoomReservations子任務一受理國外散客預訂Sample情景實例Scene:GeorgeSmithandLaurenSmith,aBritishcouple,aregoingtospendtheirholidaysinChina.NowMr.SmithismakingareservationatMarriottHotelinNingbothroughalongdistancecall.(R=Receptionist,C=Customer)R:Goodmorning,MarriottHotel.CanIhelpyou?C:Goodmorning.HaveyougotvacanciesfromJuly18thto20th?I’dliketomakeareservationforthreenights.R:Allright.Singleordoubleroom?C:Doubleroom,please.R:Letmecheck...Yes,wehaveadoubleroomavailable.C:Isthatwithorwithoutbath?R:It’saroomwithshowerandtoilet.C:Thatsoundsgood.Isthereairconditioning?R:Certainly,sir.

70HotTipSub-task1:ReceivingFHotTipC:Howmuchwillitbeforonenight?R:Letmesee.AdoubleroomisRMB600yuanpernight.C:Doesthatincludebreakfast?R:Yes,thatincludesaChineseorAmericanbreakfastandanewspaperChinaDaily.C:DoyouacceptVisaCard?R:Yes,wedo.Whattimewillyoubearriving?C:Ishouldbetherearound7：00p.m.onthe18th.R:OK,sir.CouldItakeyournameandcontactnumber,please?C:Yes,mynameisGeorgeSmith.Mobilephonenumberis0013602923671.R:Couldyouspellthat,please?C:GeorgeSmith,G-E-O-R-G-E,S-M-I-T-H.R:Mr.GeorgeSmith.Adoubleroomwithbathandairconditioningforthenightsfrom18thto20th.AmIcorrect?C:Yes,that’sright.Thankyou.R:Youarewelcome,sir.Wearelookingforwardtoyourcoming.Goodbye.71HotTipC:HowmuchwillitbTypesofroomSingleroom72TypesofroomSingleroom13Typesofroomdoubleroom73Typesofroomdoubleroom14Typesofroomtwinroom74Typesofroomtwinroom15Typesofroomtripleroom75Typesofroomtripleroom16Typesofroomsuite76Typesofroomsuite17ExecutiveroomTypesofroomJustaroomforexecutivesinhotel77ExecutiveroomTypesofroomJusHotTipSituationalTraining情景實訓1.RoleplayYournameisBillBrown.You’dlikeasingleroomwithshowerfromJuly18thto22nd.Thehotelreceptionistanswersthephoneandacceptsthebooking.2.Accordingtothedialogueyoumadeabove,fillinthemissinginformationintheReservationForm.78HotTipSituationalTraining情景實HotTipReservation#Mr./Mrs./Miss/Ms.:______________Arr.Date:______________Depart.Date:______________ETA:______________ No.ofnights:______________Roomtype:______________No.ofrooms:______________No.ofpersons:____________Ratequoted(報價):______________Contact/Companyname:___________ Address:___________PhoneNo.:______________Methodofpayment:___________Gtdbooking:___________79HotTip有保證預定指有物質(zhì)上的保證到時會入住，相應地，酒店方也會將預定的房間保留，一般情況下需預訂時支付一定的金額，如果預訂方違約，不入住，擔保的金額不能退還；預付訂金方式預付款prepayment:提前支付信用卡creditcard:提供信用卡號押金advanceddeposit:提前支付一天房費80有保證預定指有物質(zhì)上的保證到時會入住，相應地，酒店方也會將預無保證預定無需物質(zhì)上的保證預訂，到期不入住，酒店方將不會保留，同進預訂方會在酒店留下NOSHOW的記錄。81無保證預定無需物質(zhì)上的保證預訂，到期不入住，酒店方將不會保留Sub-task2:ReceivingGroupReservations子任務二

受理團隊預訂Sample情景實例Scene:Thetelephonerings.Thereceptionistanswersthephone.(R=Receptionist,C=Customer)R:Reservations.MayIhelpyou?C:Yes.IamcallingfromSunnyTradeCompany.I’dliketoknowifyouhaveroomsavailable.Wearegoingtohaveaconference.R:MayIknowhowmanypeopletherewillbeintheconference?C:20persons.R:Whatkindofroomwouldyoulike?C:I’dlike10twinrooms.R:Forwhen?C:ForJuly21st,22nd,and23rd.82Sub-task2:ReceivingGroupReR:Onemoment,please,sir.(Thereceptionistischeckingthelist.)Yes,wecanconfirm10roomsforthosedays.C:Thankyou.Isthereanyspecialrateforagroupreservation?R:Yes,thereisa15percentdiscount.C:That’sgreat.R:Bytheway,howwillyoubesettlingtheaccounts,please?C:Ourcompanywillcoveralltheexpensesandwewillsendyouachequesoon.Oh!Accordingtotheprogram,theywillhaveameetingo