酒店英语A(前厅部)

---- 第一节Reservation 预订服务Ⅰ.New words &expressions1. Confirm [kən’fə:m ] v.2. Refuse [ri’fju: z] v3.recommend v recommendation4. Shower n5.situate6.enclose7.deposit v/n depositor deposition8. Advanced deposit9.a trade fair10.ETA：Estimated time of arrival 11.Gtd: guaranteed bookingWe provide a 5-year guarantee against rust.12. White Sw a n Hotel 13. Receipt n 14.Cancellation15. Engage ~ in anⅡ. Reservation proceduresⅢ. Dialogs(一) Accepting a Reservation（C=clerk B=Bill Jackson）Mr. Bill Jackson wants to make a room reservation for himself.C: Good morning. This is Room Reservation. May I help you?B: Yes, I‘d like to reserve a room.C: Thank you sir. For which date?B: From June 6C: May I know for how many nights?B: For two nights.C: How many people are there in your party, sir?B: Just myself.C: Which kind of room do you prefer, a single or a double?B: A double, please.C: Could you hold the line please? Just a moment please.Thank you for waiting, sir. We have a double at 560 Yuan and another at 680 yuan. Which would you prefer?B: I’ll take the one at 680 Yuan.C: May I have your name and telephone number?B: It’s Bill Jackson, 066-5589328C: Thank you, Mr. Jackson. I’d like to confirm your reservation. A double room at 680 Yuan per night for two nights from June 6th to 8th. My name is Jane Lee. W e look forward to serving you.(二) Refusing a Reservation(C=Clerk, G=Guest)C: Good morning, Room Reservation. May I help you?G: I want to make a reservation for a twin room.C: For when, sir?G: October18th.C: One moment, please. Let me check our list.I’m sorry, sir. I’m afraid our hotel is fully booked on that day. Is it possible for you to change your reservation date?G: No, that’s not possible. Can you recommend another hotel that won’t full up?C: Certainly, sir. Y ou can try the White Swan Hotel.G: Thank you very much.C: Glad to be of service.(三)A Confirmation LetterDear Sir,This letter is to confirm my fax and your answer of today in which you agreed to reserve two separate rooms with shower and bath, full pension, from 12th June to 20th June inclusive for Mr. P. R. Dell and Mr. A. Newsome, who will be attending the Fashion Trade Fair in Milan.Could you make sure that the rooms are situated at the back of the hotel , not as the rooms they were given last year, overlooking the main road, and rather noisy? I am enclosing a banker ’s draft for ＄80 as a deposit. Could you please acknowledge the receipt?Y ours sincerely ,Jack Milton.Writing skills:书信的格式通常包括：信头、称呼、正文、客套语和署名等部分。

另外：在书信格式特别是商务信函格式上常用的主要有以下两种布局：1）缩进式（Indented Style ）缩进式私人信函的信头右对齐，其余与商务信函的格式相同。

2）齐头式（Blocked Style ）b.信头例子：ab.Ⅳ.Reservation FormSupplementary knowledge(1~2课时)Hotel ABC(一)、Is there any five—star hotel in your city? What are they/ is it?1、饭店等级（Hotel Categories）Five-star (luxury) luxuriousFour-star (high comfort)Three-star (average comfort)Two-star (some comfort)One-star (economy)2、饭店分类（Hotel Classification）Convention hotel 会议饭店cater to the meeting visitorTourist hotel 旅游饭店Resort 旅游度假饭店may focus on attracting vacationers who simply want to lie in the sun for weeksState guesthouse 国宾馆entertain important guests and visitorsfor example country leadersApartment hotel 公寓饭店It is an ideal choice for a family with kids they provide hotel rooms with fully—equipped kitchens. It combines the luxury of a hotel and the comfort and coziness of a sweet home. There are one-bed room and two-bedroom apartments.Casino hotels: built for one purpose to attract people who will engage in gambling. More famous hotel：Y outh Hostel (The lodging can take 4 to 8 people in one room) In order to use Y outh Hostel, you need to have a membership card issued by International Y outh Hostel Federation.Because Hotels in broad sense range from bed-and-breakfast family operation to mega-hotel of several thousands of room. Hotels can be classified according to the rate, location and type of guests.（二）Introducing a Hotel and Hotel Facilities (Dialogs)1、Introducing a Hotel 介绍酒店(A= Sales Manage, B=Travel Agent)(The sales manager of Sheraton is going to a travel agency to have a talk with a travel agent)A: Good morning, I am Jacky Lee, sales manager from Sheraton.B: Good morning, I am Linda Yu.A: Nice to meet you.B: Nice to meet you, too.A: Today I’m here to introduce our hotel and I hope your tourists will stay at our hotel.B: I’m glad to hear that.A: Our hotel is a five-star hotel and is one of the best hotels in Guangzhou. Thereare over 600 rooms of international standard. We have very good restaurants and bars, and your guests can get the best services.B: Good. Have you got any brochures about your hotel?A: Y es, here you are.2、Introducing Hotel Facilities 介绍酒店设施（R=Receptionist, S=Steven）R: Here is your room key. Y our room is 2805. If you show your key, you can get a 10% discount at the restaurant here. Also, with this you can use the Health Club for free.S: What kind of restaurants are there in your hotel?R: We have two Chinese restaurants and an Italian restaurant. They are all on the second floor. There is a coffee shop and a bakery on the lobby floor. Also, there is a supermarket on the third floor. The Health Club is on the fourth floor.S: Great, thank you very much.R: I’m glad to be at your service.ClozeY outh HostelY outh Hostels are the best places for world’s young people to enjoy ( 1 ) with less expense. The lodging can take 4 to 8 people in one room. The (2) is between 20 and 80 per person. The guests are requested to help themselves (3) chores such as setting and cleaning their own table, or putting sheets on their own beds. But you can make friends with your roommates on the instant, and would not feel (4) .In order to use the Y outh Hostel, you need to have a membership card issued by International Y outh Hostel Federation. A membership card is (5) shortly after an application form is filled and submitted.1. a. ravel b. to travel c. traveling2. a. rate b. type c. money3. a. with b. to work c. on4. a. alone b. lonely c. single5. a. issued b. given c. bought-----第二节Kinds of Hotel Reservations 预订类型Ⅰ.New words &expressions1.V acancy 空的，未被占用的；（空房可出租的）2.limo [liməu]=limousine[liməzi:n] （机场、车站等接送旅客的）中型客车，大型豪华轿车3. deluxe [di’lʌks] ~ room4. colleague5. Check-in time6. Simth& Son Company7. Customer Affairs Manager8. Convention Hotel9. Accommodation [ə,kɔmə’dei ʃən] accommodate oneself toⅡ. Types of Tours1. inclusive tour (包价旅游) tour including transportation, hotels ,transfers, sightseeing and meals2. foreign individual/ independent tour (，散客旅游，FIT)一般指境外散客游A prepaid tour including air, hotel,ground transfers and prearranged sightseeing and guide service for individualsDomestic independent tour3. fly-drive package tour (自驾游) an inclusive tour in which the traveler can have a self-drive rental car.4.escorted tour (全程陪同旅游) a prepaid travel program of sightseeing, meals andaccommodations for a group accompanied by an escort from the beginning to the end of the trip.5. Conducted tour 有导游陪同的旅游A prearranged travel program for a group escorted by a guide.6. leisure travel休闲旅游A tour in which travelers can relax and do things they enjoy.7. cruise 豪华游艇旅游【kru:z】海上巡游A tour on a large ship or a boat for pleasure8.special interest tour 专门兴趣旅游专题旅游A tour designed for clients sharing curiosity or concern about a common subject.A-Z [eitui’zed] 包含一切的Tour escort pick-up serviceⅢ. Dialogs(一)An FIT Room Reservation (散客预订)A clerk with Hilton Hotel is answering a call from a customer who would like to book hotel rooms in the Hilton Hotel.(S=Staff C=Customer)S: Good morning. Hilton Hotel. Can I help you?C: Good morning. Have you got any vacancies for the nights of 22nd and 23rd? I’d like to make a reservation for the two nights.S: All right. Single or double room?C: Double room, please.S: Let me chec k…Y es, we have a double room available.C: Is that with or without bath?S: It’s a room with shower and toilet.C: That sounds fine. Is there air-conditioning?S: Certainly, sir.C: How much will it be for one night?S: Let me see. A double room is RMB 600 Yuan per night.C: Does that include breakfast?S: Y es, that includes a Chinese orC: Do you accept VISA?S: Y es, we do. What time will you be arriving?C: I should be there around 5:30 p.m on the 22nd.S: OK, sir. Could I take your name and contact number, please?C: Yes, my name’s Bill Jackson/Mostaq Missouri. It’s India 567-998.S: Could you spell that please?C: M-O-S-T-A-Q, M-I-S-S-O-U-R-I.S: Mr. Mostaq Missouri. A double-room with bath and air-conditioning for the nights of 22nd and 23rd. Am I correct?C: Yes, that’s right. Thank you.S: Thank you, sir. We look forward to your coming. Goodbye.(二) A Corporate Room Reservation（公司预订）Peter Smith with the Y outh Trading Company is calling the Reservations of New Garden Hotel to reserve rooms for his colleague. The reservation clerk receives his request.(S=Staff C=Customer)S: Good afternoon. Reservations. How may I help you?C: Good afternoon. Please reserve two single rooms.S: For when was that, please?C: Two nights, from May the 15th through the 17th.S: Is this a company booking?C: Yes, I am from the Y outh Trading Company.S: Hold the line, please. I see your company has an arrangement with this hotel for deluxe rooms. The rate will be RMB 860 per night.C: Ok, that’ll be fine.S: May I have your name and the guests’ names, please?C: My name is Peter Smith. My colleagues are Mr. Bill Stone, and Mr. John Brown. S: What time will they be arriving?C: They are arriving by air on Flight US 221, at 1:30 p.m.S: Flight US 221, at 1:30 p.m. Our check-in time is 2:00 p.m.C: Yes, I understand.S: Will the company pay everything?C: The guests will pay their own expense upon checkout, expect the room rates.S: Can you confirm those payment details in writing, please?C: Yes, I’ll send our confirmation to you by fax.S: Thank you, Mr. Smith. Goodbye.(三) A Guaranteed Reservation（保证类预订）Mr. Watson telephones the Reservations of the New Garden Hotel to reserve rooms for his group. The reservation clerk explains and asks for necessary details.(S=Staff C=Customer)S: Good afternoon. Reservations. Grace speaking. How can I help you?C: This is George Watson with UK Smith & Son Company. I’d like to reserve rooms for my group.S: Oh, Mr. Watson. What type of rooms do you prefer?C: We have 40 people. Twenty twin rooms, please.S: For which dates?C: From January 18th to 21st.S: Just a moment, please. (Let me check our lis t…,) Twenty twins for 18th to 21st .Y es. We still have those rooms available. The rate will be RMB 55O per night. C: Oh, I see. Can you give us a special rate since ours is a company booking?S: There is a 20% percent company discount.C: Great. With or without breakfast?S: The room rate includes free breakfast. How do you wish to guarantee your booking?C: Our Master Card. The card number is 6638 77902 8669S: Thank you. How will you be arriving?C: By air. Do you offer airport pick-up service?S: Y es. What is your flight number?C: Flight UK 335, arriving at Shanghai at 2:40 p.m.S: OK, our hotel limo will pick you up at the airport when you arrive.C: Thank you. Goodbye.S: Looking forward to your coming, Mr. Watson. Goodbye. Ⅳ、A Room Reservation Fax (客房预订传真)SummationⅠ.What type of room do you prefer?按照房内床位数量与大小分：房型房内床位数每间客人数单人房Single 1 1双人对床房Twin 2 2双人房Double 1 2套房Suite (en-suite) 房内分两区：卧室和休息室，卧室内放一张特大双人床（又有几种级别）按照房内装修程度分标准单人房Standard single 高档单人房Superior single豪华单人房Deluxe single 标准双人房Standard double高档双人房Superior double 豪华双人房Deluxe double标准双人对床房Standard twin 高档双人对床房Superior twin 豪华双人对床房Deluxe twin 套房Suite套房Suite家庭套房Family suite 豪华套房Deluxe/Executive suite 皇家套房Imperial suite 简单套房junior suite总统套房Presidential suite 小型套房mini suite蜜月套房Honeymoon suite 楼顶套房penthouse suite商务套房Business suite 普通套房general suite以上是套房的不同类型，还有其他类型：double-entry luxury suite Ⅱ. Methods of Payment (Credit Card)国际通用的几种信用卡1. American express card2. Master card3.Visa card/VISA4. (International) Dinners Club5. International Great Wall6. JCB card注：信用卡是最常用的一种保证预订方式。