酒店英语_初稿.docVIP

Unit One Room Reservation 预 订 房 间 Part 1 Reservation 预订 预订员在大厅前台工作,负责回答有关预订房间的询问,还要负责办理预订,取消以及改变预订。 人们用各种方式预订房间,目前电话预约用得最多,所以应特别注意电话中的交际礼仪。这将影响到客人对酒店的印象，说话如平常般亲切，询问客人私人问题时，应特别注意礼貌。办理预约时，在确定了客人的意思或条件之后，应该复述一次，以表慎重，不懂的问题应及时再问一次，力求做到清楚、明确，确定对方挂电话后，再轻轻挂上话筒。接受预订后，认真填写好预定酒店日志。 C=Clerk 前台职员 G=Gust 客人 （1）Reservation in person 亲自预订 C: Good morning. This is Room Reservation. May I help you? 您早，客房预订部，能为您效劳吗？ G: Yes, I’d like to reserve a room. 我想预订一个房间。 C: Thank you. For which date? 谢谢您，要订哪一天的？ G: From January 5 th. 从一月五号日一开始。 C: For how many nights? 要住几晚呢？ G: For four nights. 四个晚上。 C: How many guests will there be in your party? 您一行共有多少位客人呢？ G: Just my wife and myself. So I prefer a twin please. 只有我太太和我。请给我一间两张单人床的房间。 C: Hold the line, please. I’ll check our room availability for those days. Thank you for waiting, we have a twin at RMB1,000 and at RMB1,500. Which would you prefer? 请别挂断。我查查那几天有没有空房间。让你久等了，我们有1000元和1500元的双人房间，您喜欢哪一种？ G: I’ll take the one at RMB1,500. 我要订1,500。 C: Certainly. May I have your name and initials, please? 好的。请告诉我您贵姓及名字的第一个字母好吗？ G: Yes, it’s Tom Cruise T.C. 好的，我叫汤姆·克鲁斯T.C.。 C: Mr. Tom Cruise. May I have your phone number, please? 汤姆·克鲁斯先生，请给我您电话号码好吗？ G: Yes, the number is 010 – 好的，号码是010 – C: What time do your expect to arrive, sir? 先生，您预定什么时候抵达？ G: Oh, around 7pm, I suppose. 嗯，我想是下午7点左右吧。 C: I’d like to confirm your reservation. A twin room for Mr. And Mrs. Cruise at RMB1,500 yuan per night for four nights from January 5th to 9th. My name is Mary and we look forward to serving you. 我要再确定一下您的预约，克鲁斯夫妇要一间两张床的双人房，每晚1500元。一月五 日到九号四个晚上，我叫玛丽，期待能为您服务。 （2）Reservation for others 代人预订 C: Good morning. Room Reservations. May I help you? 您早，这里是客房预约部，能为您效劳吗？ G: Yes, I’d like to reserve a room for a colleague. 我想替一位同事预订房间。 C: Thank you, sir. Which date would that be? 谢谢您，先生。要订什么时候？ G: For one week. From October 1 to 7. 从10月1日到7日，总共一个星期。 C: Which kind of room do they want? 他们需要什么样的房间？ G: A