酒店英语 | Unit 1 Reservation预订

酒店英语系列简易教程 | 酒店英语 微信公众号出品

一、 前台工作基本常识

1. 订房9大要素

1) 客人姓名Guest Name
团队名称Name of Group
编号 Code
2) 代订人姓名Contact Name
联系电话Telephone Number
单位Company Name
地址Address
3) 所需客房的种类 Room Type
所需客房的数量 Number of Rooms
4) 来客人数Number of Guests
5) 国籍Nationality
6) 抵/离店日期Date of Arrival/Depute
抵/离店时间Time of Arrival/Departure
入住天数Length of Staying
7) 折扣优惠Discount
8) 订房人住当天的保留时间Cut-off Time
9) 对宾客预订变更Agreements on Reservations
取消预订的协议Amendments and Cancellations

 

2. 客房基本种类

单人间Single Room
大床间King Bed Room
双床间Twin Room
三人间Triple Room
普通套间Junior Suite
商务套间Business Suite
复式套间Duplex Suite
连接套间Connecting Rooms
豪华套间Deluxe Suite
总统套间Presidential Suite
吸烟楼层Smoking Floor
无烟楼层Non-Smoking Floor
空房Vacancy Room

二、 情景对话

M: Martin马丁 G: Guest旅客

M: Good morning. White Swam Hotel. May I help you?
G: Yes, I’d like to reserve a room from the evening of March 21st to the morning of 27th.
M: So that’s 6 nights. And which kind of room would you prefer?
G: A twin, please.
M: Could you hold the line please? … Thank you for waiting. sir. We have a twin at US $ 150 per night. Is that alright?
G: That’s OK
M: May I have your name and phone number?
G: Sure. My name is Kin W. Smith, at 3427-6798.
M: 3427-6798, thank you. I’d like to confirm your reservation: a twin for Mr. Kin W. Smith, from March 21st evening to the morning of 27th. 6 nights. Is that right?
G: Yes.
M: We look forward to serving you then. Good-bye, Mr. Smith.

M:您早,白天鹅酒店,有什么可以为您效劳?
G:我想顶订房间, 从21日晚上到27日早上。
M:那就是6天,请问您想订哪种房间?
G:请给我一个双床房。
M: 请别挂断……让您久等了先生。我们有空余的双床房,价格是每晚150美元,这个可以吗?
G:可以。
M:能告诉我您的姓名和电话吗?
G:没问题,我叫金 W. 史密斯,我的电话是3427-6798。
M:3427-6798,我想确认一下您的预订:金,W史密先生,一个双床房,从3月21日晚到27日早上,一共6天,对吗?
G:对的。
M:恭候您的光临,再见,史密斯。

三、 句型精选

1. 预订基本应对

1) Room Reservations, Can I help you?
客房预订部,可以为您效劳吗?
2) I’d like to reserve a room.
我想订个房间
3) How much is the room?
房租是多少钱
4) For which date?
您想订在哪一天?
5) Which kind of room would you prefer?
您喜欢哪一种房间呢?
6) How many nights, please?
请问您希望住几晚?
7) How many guests, please?
请问有多少人?
8) May I know your name?
可以告诉我您的姓名吗?
9) How do you spell that?
请问怎么拼写
10) May I have your phone number?
可以告诉我您的电话号码吗?
11) May I have your credit card number?
可以告诉我您的信用卡号码吗?
12) Could you hold the line, please?
请别挂断电话好吗?
13) I’ll check if we have vacancy.
我来查一下是否有空房间
14) Thank you for waiting, sir /ma am
让您久等了,先生/女土。
15) We have a twin at $ 150 and $ 180 per night.
我们有每晚150美元和180美元两种双床间
16) We look forward to serving you.
我们期待能为您服务。

2. 告知房价和付款事项

1) A single room is Uss80 per night, with a 159.
单人房每晚80美元,外加15%的服务费。
2) Does the price include breakfast?
这个价钱包括早餐吗?
3) We will need an advance deposit of US $ 200
我们需要您先付200美元订金。
4) We offer special rates today.
我们酒店今天有特价。
5) For a single room, there is a 15% discount.
单人房可以打85折。

3. 指定的房间没有空余
1) We have no twins available.
我们没有空余的双床间了。
2) Would you mind a double instead?
您介意改为大床间吗?
3) I’m sorry, but we are fully booked.
很抱歉,我们的客房都被订光了。

四、 语法知识

1. 酒店服务四种常见的询问句型

1) May I-?(我可以……吗?)
e.g. May I have your name, please?
请问您贵姓?
May I have your check-out time, please?
请问您什么时候退房?
这样,就比直接问:
“What’ s your name?”
“When will you check-out?”
更正式、更有礼貌。

2) Could you…? (您可以……吗?)
e.g. Could you fill out the form, please?
您可以填一下这张表格吗?
这个句型常用于有求于人的时候,比直接要求别人做某事(Please fill out the form.)要更有礼貌。
3) Would you…?(您愿意……吗?)
e.g. Would you mind a double instead?
您愿意改为一个大床间吗?
或者,可以用“ How about…?”来替代,用来询问意见和提供建议。
4) Shall I…?(要我……吗?)
e.g. Shall I call a taxi for you?
要我为您叫出租车吗?

2. 如何表示不理解客人的意思

1) 请客人复述
Pardon? 或 I beg your pardon?
请您再说一次好吗?
Could you speak more slowly, please?
请您说慢一点好吗?
I’m afraid I dont understand
很抱歉,我不明白您的意思。
2) 重复客人的意思,以证实了解无误
Excuse me, sir, do you mean…?
对不起,先生。您的意思是不是说……?

3. 如何问候

在向客人打招呼的时候,如果能记住客人的姓名,如“ Mr. Black”,而不是笼统的“Sir/ Madam”,客人会由于受到格外的关注而感到满足。
打招呼时,最好避免用“Hi”,”Hello”的用语(因为这样显得过于随使),而用“ Good morning/afternoon/evening等比较正式的用语。
在客人招呼自己的时候,最常见的回应就是“May I help you?”在为客人提供了服务以后,不妨再问一句:还有什么能为您效劳的吗?”( Anything else?或者 Anything I can do for you?)
如果客人没有什么其他的要求,还可以说:“我随时愿意为您效劳。”( I’m always at your service.)或者是:“如果有什么能为您效劳的,请只管告诉我。”(If there’s anything I can do for you. please just let me know.)
在和客人分别的时候,可以用下面的句子来表达良好的祝愿:
Have a good time!
祝您玩得开心!
Have a nice/good day!
祝您有愉快的一天。
Please enjoy your stay.
愿您入住愉快。(用于客人入住酒店时)
I hope you have enjoyed your stay.
望您在酒店住得还满意。(用于客人退房时)
Have a safe trip!
祝您一路平安!(用于客人退房时)

五、 练习

1. 根据情景对话,用合适的词或句子填空。
G: Guest旅客 C: Reservation Clerk预订员
C: I’d like to (1) ,(我想预定房间。)
C: For (2) , please?(请问要订在什么时候呢?)
G: From October 1st to 7th, that’s 7 nights.
C: (3) would you prefer?(您想要什么样的房间呢)
G: (4) (我要一个三人间), please
C: So (5) in your party?(您一行共有3个人,是吗)
G: Yes
C: Could you (6) , please?(请您先别挂电话好吗?)
I’ll (7) for those days(我查一查那几天有没有您要的空房间。)
C: (8) ,(让您久等了。) I’m afraid (9) (我们
那几天没有空余的三人间了。) Would you mind a (10) instead?(您介意改订套房吗?)
C: What’s the (11) ?(房价是多少)
C: (12) (正常价格) is $ 180 per night, but we can offer you a 20% (13) .(我们可以给您提供8折。)

答案:

(1) reserve a room
(2) which date
(3) Which kind of room
(4) A triple
5) how many peopl
(6) hold the line
(7) check the availability
(8)Thank you for waiting
(9) we don’t have any triple available for those days
(10) suite
(11) room rate
(12) normal rate
(13) discount

 收藏 (0) 打赏

一分也是爱

赞赏让我们走得更远

赞赏让我们走得更好

未经允许不得转载:酒店英语 » 酒店英语 | Unit 1 Reservation预订

分享到: 生成海报

你的观点 抢沙发

  • QQ号
  • 昵称 (必填)
  • 邮箱 (必填)
  • 网址