1、Front deskHow can I make reservations?reservationface to face柜台预定柜台预定Telephone(电话预定电话预定)Internet（网络订房）（网络订房）Fax（传真订房）（传真订房）e-mail(邮件预定邮件预定) Warming-upWatch a video and discuss: what are the key points in reservation?客人/代订人/团体姓名 Guest Name 联系电话 Telephone Number所需客房类型 Room Type价格或折扣 Price / Discount所需
2、客房数量 Number of Rooms抵/离店日期&时间 Arrival Date/Departure Date入住天数 Length of Staying订房入住当天的保留时间 Cut-off Time订房订房8大要素大要素单人间双人间套房总统套房三人间大床房Deluxe suite 豪华套间Business suite 商务套间Economy room 经济套间sea view./mountain view room 海景房/山景房Beach villa /water villa沙屋 /水屋Extra bed 加床Face to the south / with a front view
3、朝阳With bath /shower 带浴室/淋浴Service Procedure服务流程1. Greet the guest Hello Sir/Madam, XXX hotel. May I help you? 2. Taking a reservationWhat type of room do you need/prefer? And how many person will there be in your party?3. Referring to dates and times For what dates? How many nights do you wish to st
4、ay?4. Accepting or refusing the booking. Let me see if there is a room available. Well. We have.Its all right for (date )but not (date )We dont have any (room type), would you mind having (room type) I am sorry, we are fully booked on those days. Would you change your reservation date?5.Stating the
5、priceItsper night. (we will give you off).6. Asking guests information.May I have your name and your telephone number?How do you spell your last name?7. confirm the details I would like to confirm your reservation. Mr./Ms. XXX, you have booked/reserved room fromto, the price is and your telephone nu
6、mber is. Is that right?8.Thank the GuestnThank you, we looking forward to seeing you. Dialogue C：Clerk 职员 J：Jack 杰克C: Good morning. May I help you? J: Yes, Id like to reserve a room for three days, please.C: For which date? J: From September 15th to 18th. C: Which kind of room would you like, a doub
7、le or a single? J: A single, please. C: May I have your name and phone number? J: Jack Brown and the number is 3626833. DialogueC: What time do you expect to arrive, Mr. Brown? J: Oh, about 6:30 p.m., I suppose. C: Well，Id like to confirm your reservation. A single room for Mr. Brown at 480 yuan per
8、 night for three nights from Sep. 15th to 18th.J: Right. C: Thank you, Mr. Brown.Reservation CardMr. / Mrs. / Miss: Arrival Date:Departure Date:No. of rooms: Room Type: No. of Persons : Room Rate: Booked by: Tel: Approve by: Taken by: Date:R：Good morning. This is Xinzhong Hotel Reservations. May I h
9、elp you?C: Yes, Im calling from the States. Id like to book a room, starting from Sept.22nd.R: What kind of room would you like, sir?C: A double room, please.R: what about a twin-bed room with bath for 90 dollars per night, including breakfast?C:OK.R: May I have your name, sir.C: My name is John Smi
10、th.R: Thank you, Mr. Smith. How long will you be staying here?C: Three nights.(the receptionist repeats the reservation.)Thats it. One more thing, how can I have my reservation guaranteed?R: Ill just need your credit card number and take care of the rest of you.C: Its No.1734-4018-2273-1868.R: Thank you, Mr. Smith. Anything else?C: No, thanks. Good-bye.R: Goodbye Make a dialogue of reservation, including the 8 key points. Thanks！
