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Lecture3-4 Hotel Reservation
发表于：2012-12-04阅读：37次
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Introduction The Front Desk/Front Office/Reception Desk/General Service Counter is the answer station for residence halls. In most halls, it is located in the Lobby, near the main entrance. You register, check-in, check-out, change money and ask for other help there. The reputation of the hotel stands and falls on the performance of the Front Desk. Reservations are an important Front Office function because most guests make arrangements in advance of their hotel stay. An effective reservation process can enhance the ability of the Front Office to plan, to coordinate, and to staff Front Office activities. Task of Reservations Accept and handle the guest’s reservation; Record and keep the information Check and control the process Finish all preparations before arrival What ways are there for us to book a room in a hotel? Verbal reservation ☆ Talk ☆ Telephone Contract\written reservation ☆ Telex/Fax Computer network reservation center Service procedures Greet the guest Ask the guest of the reservation information: date and time of arrival and departure length of staying room type and number of rooms number of guests Search for the room available/needed in the computer Get the following information from the guest: guest name/name of group contact name, telephone number and address Confirm the reservation Express your wishes Form the reservation record Types of Rooms 1.By bed in the room Single Room\ Double Room\ Twin Room \ triple room\ double room (King Size Bed)\ \Extra Bed\TWB (twinbed room with bath) 2.By the decoration of the guest room Standard room(i.e.TWB)\executive room \business room\ deluxe room\ executive\standard \deluxe\presidential suite
3. By the location of the room
connecting room adjoining room corner room inside room junior suites outside room Mountain View Room Sea View Room Lake View Room Pool View Room Deluxe Sea View Room ( Full house\\House use) Part I Review 1. Hotel Department Sales Department Public Relation Department Reservation Department Concierge Department Front Office Department Housekeeping Department Food & Beverage Department Engineering Department Security Department Recreation and Entertainment Department Room Rate Extra charge 追加房价 a. day charge 白天租用价 b. rate for extra bed 加床费 c. midnight charge 深夜房价 d. hold-room charge 保留房价 e. time rate 钟点价 Special Rate 特别房价 a. group rate 团队价 b. family plan rate 家庭租用价 c. package plan rate 小包价 d. discount rate 折扣价 e. complimentary rate 免费 By the season: low season rate 淡季价
peak season rate 旺季价
shoulder season rate 平季价 rack Rate 基本房价/标准房价/门市价/散客价 Contract Rate 合同房价
EP European Plan 欧式计价 ( including lodging rate) AP American Plan 美式计价 （including lodging and three meals) MAP Modified American Plan 修正美式计价 (including lodging and breakfast and supper) CP Continental Plan 大陆式计价 (including lodging and Continental breakfast) BP Bermuda Plan 百慕大计价 (including lodging and American breakfast) Part II useful words and phrases 1.reservation 2.long distance call 3.area code 区号 4.ring(sb.)back 给某人回电话 5.hang up 挂断电话 6.pay call (speaker pay the bill) 发话人付费电话 7.collect call(the receiver pay the bill)受话人付费电话 8.person-to-person call (higher cahrge;call sb.）叫人电话 9.station-to-station call 叫号电话 10.IDD （international direct dialing ) 11.DDD(domestic direct dialing ) 12.arrival date\checkin time:2:00p.m.;early prior to10:00a.m. 13.departure date\checkout time----12:00noon; (1:00-6:00p.m.---50%daily room rate;after6:00p.m. --the full daily roomrate ) 14.prepayment预付\advance deposit 预交押金 15.guarantee 16.reservationist:reservation clerk 17upgrade to a suite 18.upon receipt of the provisional written confirmation 19 cancel your previous reservation:cancellation caharges: 2days prior to arrival ----no charge 1day prior to arrival ----50% of a day's charge 'no show' (NS:guest with reservationbut without arrival有预定却未抵店的人)on the same day---100%of day's rent charged walk-in guest :guests without prereservation散客--NIR（non-reservation) FIT:frequent individual traveler 境外散客 skipper:guest stayed in a hotel for some time and left without making the payment on purpose逃帐客 regular\repeat\return guest 回头客 21.make payment\\settle\have one's account\bill in cash 用现金 by credit card 用信用卡 by traveler's check 用旅行支票 on a company account 记在公司账上 22.several abbreviations MG message MC morning call EXT extention or overstay 延期离店 VX-DEPunexpected departure or understay 客人未住满预定天数 V vacancy 空房 OOO out of order 等待维修 OC occupied 住客房 or on cleaning 正在打扫 GTD guaranteed reservation 有保证类预定 PartIII The most useful sentence patterns 1. willing to help (表示愿意帮忙) Can I help you? What can I do for you? How can I help you, sir? May I help you? 2.Asking a guest to wait a minute (请对方稍后) Just a moment, please. One minute\moment,pls. Hang on, pls. 3.Accept Reservation (接收预定) We have a single available for those dates. We do have a vacancy for those dates. We are glad we’ll be able to accept your booking. 4.Fail to accept Reservations (未能接受预定) I’m sorry, we are fully booked on that day. I am very sorry, we don’t have triple room. I’m sorry, sir. We do not have any vacancy for those dates. I’m sorry, Miss. We are booked solid on that date. I’m sorry, we don’t have any room available for that week. I’m sorry. We are full up for those dates. 5.Explain the service included in room rent (解释房费所包括的服务项目) For RMB550you’ll have a telephone---- For RMB550you’ll get--- For RMB550you’ll be entitled to… For RMB550 it includes… For RMB550 we provide you with… 6.Ask about likes (询问喜好) Would you rather like A or B? Would you prefer A or B? Which would you like A or B? Which would you rather like, the large one or the small one? 7.Offer suggestions (提出建议) I would suggest that you try the Hilton. You might want to try the Palace Hotel. Why don’t you try the Beijing Hotel? You could try the Peace Hotel if you like. 8.Quote (报价) A single would run you between RMB524and RMB280. A single can cost you betweenRMB535 and RMB 280. Prices go \range from RMB535 to RMB280 for a single. It’s RMB550 per night for a single. 9.Ask about personal information Could\Would you tell \give me your name? Could\May I have your name\address\telephone number? Do \Would you mind telling \giving me your name, pls? 10.Ask a guest to speak slowly (请求对方讲慢一点) Excuse me, sir, but could you speak (a little more)slowly, pls? Excuse me, Miss, but would you pls slow down a little?\ Excuse me, Madam, but do you mind slowing down a little? 11.Farewell words (告别语) Thank you for calling us. Thank you for choosing us for your service Thank you for using Room Service. We are looking forward to serving you. PartIV Reservation I.reservation in person (C=Clerk G=Guest) 1.satisfied reservation C:Good morning .This is Room Reservations.May I help you? G:Yes,I like to reserve a room. C:Thank you.For which date? G:From Jan.5th. C:For how many nights? G: For four nights. C: How many guests will there be in your party? G:Just my wife and myself. So I prefer a twin please. C: Hold the line, please. I’ll check our room availability for those days. Thank you for waiting, we have a twin at RMB1000 and RMB1500. C:Which would you prefer? G：I’ll take the one at RMB1500. C: Certainly.May I have your name and initials, please? G: Yes,it’s Tom Cruise T.C. C:Mr. Tom Cruise. May I have your phone number, please? G:Yes,the number is 010-82073660 C:What time do you expect to arrive, sir? G:Oh,around 7p.m.,I suppose. C:I’d like to confirm your reservation. A twin room for Mr. and Mrs. Cruise at RMB1500yuan per night for four nights from Jan.5th to 9th. My name is Mary and we look forward to serving you. 2. Unsatisfied Reservation (未能预约) G:Yes,I’d like to reserve a room with a private bathroom for Nov.14. C:Please hold on. I’ll check our room’s availability. (After a while)I’m afraid we are fully booked on that day. Would you like us to put you on our waiting list and can inform you in case if we have a cancellation? C: Yes, of course. If you require a hotel as ours, I would suggest that you try the Hilton Hotel. G:Do you know the rate per night there? C:I’m sorry. We don’t have the exact rate but it’s around two hundred yuan per night. G:That sounds good. Do you have their telephone number? C:Yes,it is 82973660. G:Thank you very much. Goodbye. C: Thank you for calling us and goodbye. B.Being Unavailable(没有空缺) C:Good morning, sir. What can I do for you? G:Good morning. I want to book a twin room. C:Which kind of room would you prefer? G:I want a twin room with a city view. C:We do have twin rooms but they are all facing the lakes, not the city. G:It’s too bad. Let me think about it. I’ll get back to you later. Thank you very much. Goodbye. C:Thanks for calling. Goodbye. C.Incompletely Satisfied Reservation(无法连续预定到期满) C:Good morning . Room Reservations. May I help you? G:Yes,I’d like to reserve a room. C:Which date would that be ? G:I’d like a twin room for 6nights from March 15th. C: Could you hold the line, please. I’ll check our room availability for those days.---- Thank you for waiting, sir. We have a twin available for four nights from March 15th, but I’m afraid there is none available on the night of March19th. G:Well, do you have two singles for that night? C:I’m very sorry sir, but we are fully booked for all types of rooms on that night.. G:I see, Can you book me into another hotel in the area. C:I’m afraid we don’t have any information on their room availability. Would you like me to book you for all nights except the 19th. G:I’ll think about it and let you know. C:Thank you. We look forward to hearing from you.
II.Reservation for others C:Good morning . Room Reservations.May I help you? G:Yes,I’d like to reserve a room for a colleague. C:Thank you sir., which date would that be? G:For one week.From Oct.1 to 7. C:Which kind of room do they want? G:A double.He’ll be accompanied by his wife. C: Could you hold the line, please. I’ll check our room availability. ----Thank you for waiting. I’m afraid we have no double rooms, but we do have some twin rooms at RMB1000 and RMB 1500 available. G:The one at 1500RMB sounds fine. C: Certainly, sir. May we know the name of your colleague and his wife? G:Mr. and Mrs.Terry Thompson. C:Thank you.May I have your name and telephone number, please? G:Yes,it’s 82973660,extention1301.I work in IBM China. My name is Bill Smith. C:Do you know their flight number and arrival time? G:Yes,it’s Pan American Flight#009.His flight arrives at 2p.m., so he should be there by 5p.m. at the earliest. C:Thank you very much. My name is Mary.If you have any further enquiries, please don’t hesitate to contact me. We look forward to serving your colleague. PartV Confirmation C:Good morning .This is Room Reservations. May I help you? G:Yes,I’d like to confirm a reservation. C:Certainly,sir. May I have the date of your reservation, please? G:It was for May1st, fro two nights. C:May I have your name, please? G:My name is LiWei,L-I-W-E-I. C: Could you hold the line, please. I’ll check our reservation record.-----Thank you for waiting, sir. Your rooms confirmed for that day. We look forward to serving you. PartVI.Change 变更 C: Room Reservations. May I help you? G:Yes, my name is Tom Cruise, and I made a reservation for 2 nights from Sept.25th.I’d like to extend it for one more night until the 27th. C:For 3 nights from Sept.25th until 27th. G:That’s right. C:Will there be any change in your room type? Your reservation is for a twin room. G:No. C:Do you need limousine service reservation now? G:That’s exactly what I want. How much does it charge? C:80yuan for one day. You can make the reservation now. We have a counter at the airport where our representative will escort you to the car. G:That’s sounds good. I’ll take it.. C:Thank you. We look forward to serving you. PartVII.Cancellation 取消 C: Room Reservations. May I help you? G:I’d like to cancel a reservation. C:In whose name was the reservation made? G:Tom Cruise. C:What was the date of the reservation? G:From Sept.7 for 3 nights. C:Is the reservation for yourself or for another party? G:It’s for my manger. C:May I have your name and phone number, please? G:Yes.It’s Terry Thompson and my number is 82073660. C:Thank you, sir. I’ll cancel Mr. Cruise ‘s reservation from Sept.7th for 3 nights. My name is Mary and we look forward to another chance to serve you.
Sentence patterns (Room) Reservations. Can I help you? What kind of room would you prefer? Which date would that be?/When for? How many nights/How long do you wish to stay? How many guests will there be in your party? May I know your name/phone number/e-mail? How do you spell that? Could you hold the line, please? I’ll check our room availability. Thank you for waiting, sir/ma’ am. Would you like to make a guaranteed reservation by credit card? I’d like to confirm your reservation. We look forward to serving you. Have a safe trip. We offer free transportation to and from the airport. May I have your airline and flight number, please? Do you know your arrival time at xx Airport, sir? A single room is US$80 per night, with 10%tax and a 10%service charge. We will need an advance deposit of US$100. We offer special rates for your company, sir. For a single room, there is a 15% discount. I’m afraid we have no suites available. Would you mind a twin instead? I’m sorry, but we are full booked for those days as it is the peak season. Is it possible for you to change your reservation date? This is the busiest season. I’m very sorry, but could you call us again later this week? We may have some cancellations. We’ll extend the reservation for you. Certainly, sir. We’ll make the change/cancellation for you. When did you make the reservation? In whose name was the reservation made? How would you like to change your previous reservation? We hope we’ll have another opportunity to serve you.
Homework 1.The main duties of concierge staff. 2.The working rocess of the bellman |
