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1、学习情境一：前厅服务英语,学习任务: 预订房间,Name : Kelly Job: Reservationist Responsibility: To sell hotel rooms and help guests book rooms they want.,Contents,Working Procedures 工作程序,2,Working Knowledge 工作知识,3,Hotel Task 酒店任务,4,5,Words and Expressions,6,Activity,Learning Objectives 学习目标,After finishing this task, you
2、should be able to: Ask guests information about booking rooms Offer help to guests,Working Procedures 工作程序,Greet the guest 向客人问好 Ask the guest the reservation information 询问客人预订信息 Search for the room available/needed in the computer 在电脑上查找所需要的空房 Get the detail information from the guest 从客人那里获取详细的信息
3、 Confirm the reservation 确认预订 Express your wishes 表示祝愿客人 Form the reservation record 形成预订记录,Working Knowledge 工作知识(1),When making reservations, you should ask the guest the following information: 1. The date of arrival and departure （客人到达和离开酒店的时间） 2. The number of the people （住店的人数） 3. The room type
4、 and the number of rooms （客人所要的房型和房间数） 4. Special requests （特别的要求）,You should also confirm the followings from the guest: 1. The name of the guest or name of the group （客人的姓名或团队名称） 2. The guests telephone number （客人的电话号码） 3. The contact name and his telephone number （如果是代订还要留下代订人的姓名及电话号码 ）,Working K
5、nowledge 工作知识(2),Pay attention to use polite language.,In the form below are room types and their corresponding Chinese names.,Hotel Task 酒店任务,Suppose you are Kelly, now youre going to book rooms for the guest. Please perform the task according to the hints below with your partner.,角色A: 你是George Bro
6、wn, 准备和妻子到广州旅游，你打电话给酒店预订一间双人间，时间为3月6日至9日,你告诉预订员你们将在早上9点到达. 角色B: 你是预订员kelly，你接受电话预订服务.,Words to know,Reserve vt. 预订 reservation n. 预订 confirm vt. 确认 available adj. 可提供的 spell vt. 拼写 prefer vt. 更喜欢 room rate 房价 arrival date 到达日期 departure date 离开日期 look forward to 期待,Useful expressions,1. Helping the
7、guest book rooms 帮助客人预订房间 (1) Room Reservations. (How) may I help you? (2) Ill check our room availability. (3) Id like to confirm your reservation. (4) We look forward to serving you.,Useful expressions,2. Asking information about booking rooms 询问客人预订的信息 (1) For which date? (2) How many guests will
8、 there be in your party? (3) What kind of room would you like/prefer? (4) How many nights are you going to stay? (5) May I have your name and phone number, please?,Useful expressions,3. Explaining room rate 解释房价 (1) We have a twin room at $180 per night. Will that be all right? (2) A single room is
9、$80 per night, with a 10% service charge.,Activity,1. Look at the pictures below and write down the names of room types. 观察下面的图片并写出房间类型的英文名称。,Picture 1_,Picture 2_,Picture 3_,Picture 4_,Activity,1. Look at the pictures below and write down the names of room types. 观察下面的图片并写出房间类型的英文名称。,2. Suppose you
10、 are a clerk at the Room reservation. Youre now receiving a reservation. What would you ask according to the board bellow. 假如你是前台预订部的服务员，你正接受客人的预订，根据下面的提示词询问客人预订的信息。,Activity,世界著名酒店集团概览 Hotel Group Introduction 1. 洲际国际酒店集团 （Intercontinental Hotels Group） 2. 希尔顿酒店集团公司 （Hilton Hotels Corporation） 3. 万
11、豪国际酒店集团公司 （Marriott International, Inc. Hotels） 4. 凯悦国际酒店集团 （ Hyatt Hotels & Resorts） 5. 最佳西方酒店管理集团 （Best Western International） 6. 圣达特国际集团 （Cendant Corporation） 7凯宾斯基国际酒店集团 （Kempinski Hotels & Resorts） 8喜达屋国际酒店集团 （Starwood Hotels & Resorts Worldwide） 9雅高集团 （ACCOR） 10香格里拉酒店集团 （SHANGRI - LA Hotels & Resorts）,Hotel tips,Thank you！,