Hospitality English 酒店商务英语 讲师：莫利民 工商与公共管理学院.

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1 Hospitality English 酒店商务英语 讲师：莫利民 工商与公共管理学院

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5 （2）前台常用词汇

6 Dialogue 1 Receiving Reservation 接待预订
J=Jane (Receptionist)　　S=Stephen Nobel (Guest) J: Good afternoon, Reservations. Can I help you? S: This is Stephen Nobel. I’d like to reserve a room for my friends. J: Oh, Mr. Nobel. What type of room do you prefer? S: A double room, please. J: For which dates? And how many guests will be arriving? S: From May 20th to May 22nd. Two persons. J: Hold on, please. One double room from May 20th to May 22nd. Yes, we still have rooms available. The rate will be RMB 680 yuan per night. S: OK, that’s fine. J: Can I have your guests’names, please? S: John White and his wife. Can you give us a special rate since ours is a company booking? J: There is a 25% company discount. S: Great. With or without breakfast? J: The room rate includes free breakfast. How would you like to make the payment, sir? S: My Visa Card. The card number is J: Thank you. How will they be arriving? S: By air. Do you offer airport pick-up services? J: Yes. What is their flight number? S: Flight KW 760, arriving in Beijing at 1:00 p.m. on the 20th. J: OK, our hotel shuttle bus will pick them up at the airport when they arrive. S: Thank you. Goodbye. J: You’re welcome. Goodbye, Mr. Nobel.

7 Dialogue 2 Reservation Changes 预订更改
J=Jane (Receptionist) 　　S=Stephen Nobel (Guest) J: Good morning, Rongjiang Hotel, Jane speaking. S: Hello, my name is Stephen Nobel. I need to cancel my reservation for next Friday, July 12th. Can you help me with that? J: Of course. Could you tell me your name and the reservation number, please? S: It’s Stephen Nobel and the reservation number is RJ7638HT. J: Mr. Nobel, that’s fine. I’ve cancelled your reservation for you. S: That’s good. J: There’s no cancellation charge because you’ve cancelled within our 48- hour cancellation deadline. S: Good. J: Would you like me to send you a confirmation ? S: Yes, please. Thank you and goodbye. J: Bye.

8 Dialogue 3 Receiving a Corporate Reservation
　　　　　　　　　 　　　　　　 接待公司团体预订 J=Jane (Receptionist) 　　S=Stephen Nobel (Guest) J: Good afternoon, Reservations. May I help you? S: Hello, this is Stephen calling from America Steel Company. I’d like to know if you have rooms available for the nights from 18th September to 23rd September. We are going to have a business fair. J: May I ask how many people there will be in the party, sir? S: Ten persons. J: What kind of rooms would you like to reserve, sir? S: One suite and nine single. J: Just a moment, please, sir...yes, we have rooms available then. So that’s one suite, nine single, arriving on the 18th of September and checking out on the 23rd. America Steel Company. S: That’s right. Well, is there a special rate for a group reservation? J: Yes, we can offer you a 20% discount. By the way, could you tell me how you will be settling the account, please? S: The company will cover all the expenses and we’ll send you a check soon. J: Thank you for calling, sir. We look forward to welcoming you.

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10 (注：★表示客户用语) 1. How to Greet Walk-in Customers or Customers on Phone 如何接待上门顾客或电话预订顾客 　　Good morning, Reservations. Jane speaking. Can I help you? 早上好。我是订房部的Jane。有什么可以帮到您的吗？ 　　Good afternoon. Welcome to Tiantian Hotel! May I help you? 下午好。欢迎光临天天酒店！有何吩咐呢？ ★ 　I’d like to book a single room for Wednesday next week. 我想要订一间下周三入住的单人房。 ★　 I’d like to book a double room for my friend. 我想为朋友预订一间双人房。

11 (注：★表示客户用语) 2. How to Get Information from the Customers 如何从客户处获取信息 　　How long will you plan to stay? 您打算住多久呢？ 　　How long will you be staying? 您打算住多久呢？ 　　Which date would that be?/For which date? 请问要订什么时候的？ 　　What type of room do you require? 请问您要哪种房型？ 　　How many rooms will you require? 请问您要订多少间房呢？ 　　May I have your name/telephone number, please? 请问您的名字/电话号码是? 　　How many guests will there be in your party? 您一行有多少人？ 　　May I have your airline and flight number, please? 请告诉我您搭乘的航空公司和航班号码好吗？

12 (注：★表示客户用语) 3. How to Offer and Get Room Rate 怎样提供和获知房价 ★ How much does a double room cost? 一间双人房要多少钱呢？ ★ Does the price include breakfast? 这个价钱包括早餐吗？ 　　RMB380 per night, with breakfast. 每天380元，送早餐。 　　We have a double at RMB800 and RMB1,000 available. Which one would you prefer? 我们有价位人民币800元和1000元的大床房，您喜欢哪一种呢？ 　　We charge RMB600 for a deluxe twin per night. 双人豪华房，每间每晚人民币600元。 　　The price/rate for a minimum of 5 rooms is 20 percent off. 如果起订5 间房，房价可以享受20％的优惠。 　　I’m sorry, but there is no discount. 对不起，我们不提供折扣。 　　We offer special rates for your company, sir. For a single room, there is a 15% discount. 我们酒店为贵公司提供特价，先生。单人房可以打8.5折。 　　We have already cut the price very fine. 我们已经将价格降至最低限度了。

13 (注：★表示客户用语) 4. Confirm and Register 确认和登记 　　Is this a new reservation or a confirmation call? 您这个电话是新的预订，还是确认预订呢？ 　　Your room is confirmed./Your reservation is confirmed. 您的预订已经得到确认。 　　Would you please complete this registration form? 请您填写这张登记表好吗？ 　　Shall I make a reservation for you now? 我现在为您预订好吗？ 　　In whose name was the reservation made? 这项预订是用谁的名字订的？ 　　Your room is confirmed for that day. We look forward to serving you. 您预定日期的房间已经确 认了。我们期待着为您服务。

14 (注：★表示客户用语) 5. Booked Up 订房已满 　　I’m afraid we have no twin rooms available, but we can offer you a double room. 我们恐怕没有 空余的双床间了，但是可以提供您一个大床房间。 　　I’m sorry, but we’re all fully booked for those days as it is the peak season. 很抱歉，因为是旺季， 那段时间的客房都被订光了。 　　This is the busiest season. I’m very sorry, but could you call us again later this week? We may have some cancellations. 现在是最繁忙的季节。非常抱歉，但是能不能请您这个周末再打电话过 来，可能会有人取消预订。 　　I’m sorry, but we have no vacancies at the moment. 对不起，我们现在没有空房。 　　I’m sorry, but all rooms are taken. 很抱歉，所有的客房都已经订满了。

15 1. Four Basic Interrogative Sentences 四种疑问基本句型

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20 2. Types of Hotel and Room 酒店和房间的类型
（1）按酒店的经营类型与规模大小来分，可以分为以下类型：

21 （2）按房间的床位数量与大小来分，可以分为以下类型：

22 （3）按房内装修程度来分，可以分为以下类型：

23 （4）按房间的房态来分，可以分为以下类型：

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26 3. Hotel Star Division 酒店的星级划分

27 4. Receiving a Guaranteed Reservation 接待有保证的预订

28 Exercise 1 Dialogue Completion
Complete the following dialogue according to the Chinese in brackets and then read it in roles. J=Jane (Receptionist) 　　　S=Stephen Nobel (Guest) J: ____________________________________________________________?（早上好，我是订房部的 Jane，有什么可以帮到您吗？） S: This is Stephen Nobel calling from America. _______________________．（我想要订一间房） J: ___________________________________________________?（好的，诺贝尔先生。您打算住多久呢？） S: Five nights, please. J: _________?（您要订哪天的房呢？） S: From August 10th to 13th. J: For four nights. ______________________________? (您打算要哪种房型？) S: I’d like to book a double room for myself and my wife. What’s the rate? Good morning. Reservation. Jane’s speaking. How can I help you? I’d like to reserve a room Yes, Mr. Nobel. How long will you be staying in this hotel For when What kind of room would you like

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S: I’ll take a standard double. It is about 40 US dollars per night, isn’t it? J: Yes, Mr. Nobel, a standard double room, ______________________________.（时间是从8月10日至13日。）Am I correct? S: Yes, you are right. J: __________________________? (你们几点钟到酒店呢？) S: ______________. (大约下午5点。) J: Yes, Mr. Nobel. We will pick you up at the airport. _______________________?（我们要怎样联系您呢？） S: You can call my friend’s number: He will also greet me at the airport that day. And you can find me. J: _____________________,（感谢您的来电，）Mr. Nobel. _____________________________________.（期待您的光临。）Goodbye. S: That’s fine. Thank you. Goodbye. It’s RMB320 for a standard double and RMB360 for a deluxe double Which one do you like from August 10th to August 13th What time will you be arriving Around 5 p.m How can we contact you Thank you for calling We are looking forward to your coming

30 J=Jane (Receptionist) S= Stephen Nobel (Guest)
Exercise 2 Role-play 　　1. 假设你是北京天天酒店的预订员Jane。你接到了一位客户从大连打来的电话，他一个人驾车来北京休闲旅游（leisure travel），要预订一间豪华单人间，并先用信用卡保证预订（credit card guaranteed reservation）。请你和你的同学模拟对话中的角色，准备该对话，然后在班上进行口头表演。 J=Jane (Receptionist) 　　 S= Stephen Nobel (Guest) J: Room Reservation. Can I help you? S: Yes, I am calling from Dalian City. I will make a leisure travel to Beijing next week. So I want to book a room at your hotel. J: That’s wonderful. Which date, please? S: From September 9th. J: For how many nights? S: For two nights. J: How many guests will there be in your party? S: Just my wife and myself.

31 J: What kind of room would you prefer? A single or a double?
S: A single, please. J: Could you hold the line, please. I’ll check the list…Thank you for waiting, sir. We have a single room at RMB 150 and another at RMB 180. Which one would you prefer? S: I’d like to take the RMB 180. J: Do you wish to guarantee the room? S: Yes, I need to. J: Will that be your credit card or will you pay in advance? S: My credit card, please. J: May I know the type of card and the number? S: Yes, it’s Visa. The card number is, expiration date is Dec. 10th, And my name is Stephen Nobel. J: Thanks. Mr. Nobel. One single room arriving on September 9th and leaving on September 11th, in name of Mr. Stephen Nobel. The rate for the room is RMB 180 per night. This is a guaranteed reservation and will be held for you. Your credit number is 4XXX XXXX XXXX XX66. Am I correct? S: Yes, that’s correct. Thanks for your help. Goodbye. J: Goodbye. We are always at your service.

32 J=Jane (Receptionist) S= Stephen Nobel (Guest)
Exercise 2 Role-play 　　2. 假如你是一家电器公司的经理，你们公司打算于12 月22 日在北京举办庆祝公司成立十周年的会议，会后打算入住北京天天酒店，先致电天天酒店预订部，要求订50 间标准双人房、10 间豪华双人房、2 间套间，时间从12 月22 日至25 日，共4 天。请你和你的同学模拟对话中的角色，准备该对话，然后在班上进行口头表演。 J=Jane (Receptionist)　　S= Stephen Nobel (Guest) J: Good morning. Reservations, Jane’s speaking. How may I help you? S: Good morning. This is Stephen Nobel from Dalian Electrical Company. Our company is going to give an anniversary in Beijing on December 22nd. Please reserve 50 standard double room, 10 deluxe double room, 2 suites. J: When was that for, please? S: Four nights. From December 22nd to December 25th. J: Please hold the line one moment. I see your company has an arrangement with this hotel for all types of room. We will give you a discount at 40%.

33 S: OK. That’ll be fine. J: What time will you arrive? S: We will arrive at 2:00 p.m. on December 22nd. J: OK. We will make a perfect arrangement for your company. S: Thank you very much. See you. J: Goodbye.

34 Thank you.