酒店实用英语Unit_3_Change_of_Reservation_and_Cancellation教材教学课件.pptVIP

Sub-module 3 Change of Reservation and Cancellation Competence Objectives how to bring forward the reservation how to extend the reservation how to cancel a guaranteed reservation Contents Job Knowledge and Experience 1 Sample Cases 2 Technical Training or Basic Skills 3 Introduction to Hotels 4 Job Knowledge and Experience Modify a reservation: In this very case, the reservation clerk shall: Obtain the guest’s name, and access the reservation; Obtain the guest’s credit card type, number and expiration date, and the cardholder’s name, and verify the validity of the credit card; Assign the guest a new reservation confirmation number, if it is the hotel’s policy. Reservation Cancellation: In this very case the reservation clerk shall: Obtain guest’s name and address; Obtain number of reserved room(s); Obtain scheduled arrival and departure dates; Obtain the reservation confirmation number, if applicable; Access the right account, and cancel it; Assign a cancellation number; Suggest an alternative reservation. Sample Cases Case 1 Bringing forward the reservation 1. How would you like to change it, Mr. Nolan? 诺兰先生，您想如何变更预订？ change the reservation 变更预订 e.g. Is it possible for me to change your reservation date? 我能改变一下预订日期吗？ 2. Could I bring it forward to 11th September? 我能将预订提前到9月11日吗？ bring forward to 提前到…… 3. …you moved the date of your reservation from 15th of Sept. to 11th of Sept., a single room with shower for 3 nights. …您将预订日期由9月15日提前到11日，您预订了一间带淋浴的单人间，共3晚。 Case 2 Extending the reservation 1. Is it possible to extend my reservation for about 2 nights？ 能否将我的预订延长两晚吗？ extend the reservation 延长预订 e.g. Now I would like to extend my reservation for another 2 nights. 我想将预订另延长两晚。 2. …if the room you reserved is not blocked for those two nights. …如果您预订的房间在这两晚没有预订。 Case 3 Cancelling a guaranteed reservation 1. May I know the reason why you cancel your rese