酒店房务英语课件韩东红 ISBN9787566301130 PPTModule 1.pptVIP

《 酒店房务英语》 Module One Making Reservations leading-in Situational dialogues Pattern Drills Role play Policies and Procedure of Making Reservations Reading—Hotels and Room Division Department (I) Module One Leading-in make reservations ■ by letters ■ by emails ■ going to the hotel in person ■ via the Internet ■ over the telephone ■sending fax Think of the question when you study the dialogues:What does a reservation call include?(who makes the reservation/when for reservation/what type of room for reservation/how much of the room rate) Situational dialogues The following pattern drills should be recited by the students●Room Reservation. Can I Help you? / Reservations. Can I help? ●I’d like to reserve a room.●Which/ What kind of room would you prefer?● A double room, please.●What is the date, please? / Which date will that be? / When for, please?●How many guests will there be in your party?●May I know your name / phone number /email? ●What is the rate?●I’d like to confirm your reservation.●Thank you for calling us. Pattern drills Reservation Enquiry CardDate__28th.August__ name of guest Mr. Johnson Requirements: single______ double______ triple_______ suite__?__Date of arrival _28th. August__ time of arrival _8:30 P.M._Booked by _Mr.Johnson____ Company _ British Clothing International__Address _25 Breakfield, Coulsdon, Surrey, England__ Telephone number _756-2691___Room rate _$400 per day_ Method of payment _in cash_Special requirements _an executive suite with a nice view_Employee’s signature ________________ Role play 1. Greet the caller.2.Try to understand why the caller calls.3.Obtain the information for the guest.4. Check room available.5. Appreciate guest. Policies and procedures of making reservations ◆the definition of the hotel (para.1)◆the history of hotel industry (para.2)◆the diversity of the hotel (para.3)◆the classification system of the hotel (para.4-10)◆the main functional dep