《現(xiàn)代酒店服務(wù)英語(yǔ)》Chapter2 客房預(yù)訂部服務(wù)

清華大學(xué)出版社ServiceEnglishinModernHotel現(xiàn)代酒店服務(wù)英語(yǔ)

ChapterTwoReservationDeskService客房預(yù)訂部服務(wù)

ServicePosition服務(wù)崗位TheReservationDesk/RoomReservation(s)/Reservations（客房預(yù)訂部/訂房部/預(yù)訂部）isanotherveryimportantpositionoftheFrontOfficeDepartment.Sometimesitisalsocalled“theBackOffice”，formostoftheroomreservationsarealwayscarriedoutinthe“backplace”wherenoguestappears.Itsresponsibilityincludesreceiving,chartingandstoringtheguests’roomreservationsandassigningtherooms.

RoomReservation客房預(yù)訂部roomreservation客房預(yù)訂responsibility（n.）責(zé)任；責(zé)任心；職責(zé)，義務(wù);負(fù)擔(dān)extendthereservation延長(zhǎng)預(yù)訂cancelthereservation取消預(yù)訂chart（vt.）制訂…的計(jì)劃assign（vt.）

分配，派給theFIT(FreeIndividualTravelers)reservation散客預(yù)訂KeyWordsandExpressionsSkillsandAttainments服務(wù)技能與素養(yǎng)UnitThreeRoomReservations單元3客房預(yù)訂

ProcedureofService服務(wù)流程Greettheguest.Getthefollowingreservationinformationfromtheguest:Searchforthevacancyneededinthecomputer.Getthefollowinginformationfromtheguest：Confirmthereservation.Makeuptherecordofthereservationinthecomputer.Expressyourwishestotheguest.

ProcedureofService服務(wù)流程Fullhouse:Greettheguest.Getthefollowingreservationinformationfromtheguest:Thedateofarrivalanddeparture。Telltheguestwhythereservationcan‘tbemade.Givethesuggestion.Expressyourwishtohaveanotherchancetoservehim.

ServiceConversation5AcceptingaReservation

1.Whenwilltheguestarriveandhowlongwilltheguestbestayinginthehotel？2.Whattypeoftheroomdoestheguestwant?3.Howmuchistheroomrate？Answerthequestionsaccordingtotheserviceconversation.Practice

ServiceConversation6

RecommendingOtherHotels

Answerthequestionsaccordingtotheserviceconversation.Theguestchangesthedateofarrival,doesn’the?Why?Whatsuggestiondoesthereceptionistgive?Whichonedoestheguestprefer?Practice

recommend（v.）推薦reservationist/reservationclerk預(yù)訂員prefer（v.）更喜歡，寧愿選擇reserve/bookaroom訂房confirmthereservation確定預(yù)訂lookforwardto期盼，盼望standardroom標(biāo)準(zhǔn)間cancellation（n.）取消，撤消appreciate（v.）感激，感謝KeyWordsandExpressions

Whenhandingthereservations，usethepolitelanguage.Afterwegetalloftheinformationaboutthereservation，besuretoconfirm.Youshouldgetthecontactnameandhistelephonenumberifthereservationismadefortheotherperson.Ifthereservationcannotbemade，recommendotherofroom/date/hotel.PointsofServicePerformance服務(wù)演練要點(diǎn)

PerformanceforService模擬演練TaskAGuestCardGuestname:TomSmithArrivaldate：May15th

Departuredate：May23rdRoomTypeRequired:onefamilysuitePersons:acoupleandtheirchildRoomRate：980yuanwithbreakfastWayofreservation:telephoneSpecialrequest:tobuyabirthdaycakeforthechildonMay15thTelephonenumber:0044-0376-830476

Performanceinpairsaccordingtothefollowingtwocards.

PerformanceforService模擬演練ReceptionistCardGreettheguestNameoftheguestTelephonenumberoftheguestWhatkindofroomArrivalanddeparturedatesIntroducetheroomrateAnyspecialrequestExpressthewishes

PerformanceforService模擬演練TaskBMr.JennyBrowniswalkingtotheFrontDesk.Hewillreserve20standardrooms

from14thto21stofJunefortheprofessorsofLondonUniversity.Theroomrateis198USdollars．Healsowantstobookaconventionroom.ThereceptionistWangJuanwillmakethereservationforhim.

UnitFourRevisingtheReservation

單元4預(yù)訂變更

ProcedureofService服務(wù)流程ChangingtheReservationGreettheguest.Asktheguestinwhosenamethereservationhasbeenmade.Checkinthecomputerandconfirmthereservation.Asktheguesthowtochange.Introducetheinformationthathewantstoget.Confirmthechangedreservation.Expressyourwishestotheguest.

ProcedureofService服務(wù)流程CancellingtheReservationGreettheguest.Asktheguestinwhosenamethereservationhasbeenmade.Checkinthecomputer.Confirmandcancelthereservation.Expressyourwishtohaveanotherchanceofservingtheguest.

ServiceConversation7

ChangingaReservation

1.Whowantstochangethereservation?2.Pleasetellustheroomrate.3.Couldyourepeattheconfirmationofthechangedreservationintheconversation?PracticeAnswerthequestionsaccordingtotheserviceconversation.

ServiceConversation8CancelingaReservationfortheGuest

1.Whatdoestheguestwanttodo?2.Inwhosenamewasthereservationmade?3.Whatdoesthereceptionistcancel?

PracticeAnswerthequestionsaccordingtotheserviceconversation.

cancelthereservation取消預(yù)訂revisethereservation改變/變更預(yù)訂standardroomavailable標(biāo)準(zhǔn)間空房KeyWordsandExpressions

Whenrevisingthereservations，usethepolitelanguageAfterfindingouttherecordinthecomputer，besuretoconfirmthepreviousreservationConfirmthechangedreservation.PointsofServicePerformance服務(wù)演練要點(diǎn)

Perform