1、大连理工大学出版社Unit FourHelping to Make Reservation（第三版）新世纪高职高专旅游管理专业系列规划教材新世纪高职高专教材编审委员会组编主编彭华大连理工大学出版社Unit FourHelping to Make ReservationBackground MaterialTips for ReferenceSince any travel agency need to generate more business for itself and earn money by charging fees or taking service commissions,u
2、sually it can provide a service system to the customers with options for what they need in a trip,such as booking complete vacation package tours,resorts,plane/train/bus tickets,hotels,car rental,excursions etc.The channels of making reservation usually include:talking at counter,making a telephone
3、call,sending a fax or email,making on-line reservation etc.While offering reservation service,a receptionist at travel agency has to pay attention to the following things:1.If a guest comes to your travel service,help guests write down all the necessary information in a reservation form,explain all
4、the items listed in it clearly,making sure nothing being misunderstood.But if not,you may fill in the form by yourself or send it to the customer.2.The essential information for a reservation should cover:name,item,number,rate and billing,date,specific requirement,company name if any,contact person
5、and tel/fax/e-mail.3.Remember to reconfirm the reservation,making sure there is not any change in it.4.Remind the contact person of the result of the reservation.大连理工大学出版社Unit FourHelping to Make ReservationSituational DialogueVocabularyDialogue Onecolleaguen.同事availableadj.可用的,有效的recommendv.建议,推荐,介
6、绍Swissotel瑞士酒店initialadj.开始的,最初的,字首的accompanyv.陪伴,带有大连理工大学出版社Unit FourHelping to Make Reservation大连理工大学出版社Unit FourHelping to Make Reservation大连理工大学出版社Unit FourHelping to Make ReservationSituational DialogueDialogue OneJ:May I have your name,please?S:Yes,my name is Mr.Aaeron Smith,A-a-e-r-o-n.J:Is t
7、his a company booking,Mr.Smith?S:Yes,I book the rooms for Mr.Alex Green and his accompanies.J:I see.S:How is the room rate,please?J:US$120 per night,plus 15%service charge.The total comes to US$828.S:That s quite expensive,do they offer any discount?J:I m afraid not,since it is at peak season now.S:
8、Maybe you are right.Now would you please confirm the details about my reservation again?J:Yes.Three standard rooms at Swissotel,the arrival time is on Thursday October 3rd,the departure time is on Saturday October 5th,two nights,in the name of Mr.Alex Green.The total cost is US$828.Am I right,Mr.Smi
9、th?S:That s right.I will reconfirm it one week before their departure.J:That ll be fine.Thank you for your reservation.大连理工大学出版社Unit FourHelping to Make ReservationNotes1.CITS,Dalian branch 中国国旅大连旅行分社2.Shangri-La Hotel 香格里拉饭店3.have been fully booked 全部预订出去了4.Swissotel 瑞士大酒店大连理工大学出版社Unit FourHelping
10、to Make ReservationSituational DialogueDialogue Two Jocelyn is now making a call to CIAC Reservation Agent to book flight tickets for her clients.A:Andrew,a receptionist at CIAC reservation agent J:Jocelyn,a clerk at travel serviceA:Hello.This is CIAC reservation agency.Can I help you?J:Yes.I d like
11、 to book three tickets from Paris to Guangzhou next week.A:Please wait a moment.Let me check if there is any seat available.Oh,yes,we have two flightsCZ348 from Paris to Guangzhou that day.One is on Thursday,another is on Sunday.Both of them take off at 19:35pm and the arrival time is at 07:25 local
12、 time,and they are direct flights without any stopover.J:Oh,no.My guests prefer leaving Paris on Saturday.Could you check to see if there are any other airlines available?It seems they don t mind transferring at some stopovers or night flight.A:Just a second,Miss.Yes.We have one indirect flight from
13、 Paris to Guangzhou.That is CA934 which takes off at 19:15 in Paris and arrives at 11:55 next day in Beijing,then transfer from Beijing to Guangzhou by CA1327 which departs from Beijing at 14:05 and reaches Guangzhou at 17:00,it is available on Saturday.Do you want to book them for your guests?大连理工大
14、学出版社Unit FourHelping to Make ReservationSituational DialogueDialogue TwoJ:The timing is fine.Yes,I need three tickets,economy class,please.A:One-way or round trip tickets?J:One-way.A:Whom are you booking tickets for?J:I am booking tickets for Mark Jefferson,Linda Jefferson and Tom Jefferson,I m thei
15、r tour guide.A:Ok,Three tickets on the May 19th Saturday from Paris to Beijing by CA934,then,transfer from Beijing to Guangzhou by CA1327 for Mark Jefferson,Linda Jefferson and Tom Jefferson.Is it right?J:Right.When shall I reconfirm my reservation?A:Within 24 hours of the departure time,please.J:I
16、see,thank you very much.大连理工大学出版社Unit FourHelping to Make ReservationNotes1.CIAC reservation agency国航机票预订处2.They are direct flights without any stopover.它们是直飞航班,没有任何中转站。3.They don t mind transferring at some stopovers or night flight.他们不介意中途转机或者搭乘夜间航班。4.One-way or round trip tickets单程还是双程机票5.reconfi
17、rm my reservation再次确认我的预订大连理工大学出版社Unit FourHelping to Make ReservationSituational DialogueUseful ExpressionsFor a Receptionist1.Good morning.Reservations,can I help you?早上好！我是预订接待生，有什么能帮到您吗？2.Just a moment,please.I ll check for you and see what s available.请稍等，让我查查还有哪些可以预订。大连理工大学出版社Unit FourHelping
18、to Make ReservationSituational DialogueUseful ExpressionsFor a Receptionist3.Can you confirm those payment details in writing,please?请您用书面形式确认一下所有的付款事宜，好吗？4.What kind of room would you like?How many rooms do you need?您想预订什么样的房间？几间房呢？大连理工大学出版社Unit FourHelping to Make ReservationSituational DialogueUs
19、eful ExpressionsFor a Receptionist5.May I know your arrival time and departure time at hotel,please?请问您到达和离店的时间分别是什么时候呢？6.Would you mind a queen room instead?您介意改为大床房吗？大连理工大学出版社Unit FourHelping to Make ReservationSituational DialogueUseful ExpressionsFor a Receptionist7.Your reservation of the fligh
20、t is made for Friday morning at 9:05.How will it be?您预定的航班是周五早上9：05起飞，你看行吗？8.If you change your mind,please notify us as soon as possible.如果您改变主意了，请尽快通知我们。大连理工大学出版社Unit FourHelping to Make ReservationSituational DialogueUseful ExpressionsFor a Receptionist9.Sorry,all the flight tickets of the Northw
21、est Orient Airline company to Tokyo for 22nd have been fully booked.Shall I contact the other airline company for you?抱歉，西北航空公司22日飞东京的所有机票都预定出去了。我能帮您联系其他的航空公司吗？10.Mr.Brown,let me confirm the details with you please.One deluxe suite,check-in date Thursday the 15th,Check-out date the 20th,in the name
22、of Curtis White.Am I correct?布朗先生，请让我再跟您确认一下预订的具体事项。一间豪华套房，入住时间为周四15号，离店时间为20号，在柯蒂斯怀特的名下，对吗？大连理工大学出版社Unit FourHelping to Make ReservationSituational DialogueUseful ExpressionsFor a Guest1.Will you please arrange for my train ticket?I need to book a berth on Train 15 for Chengdu tomorrow.请您帮我订火车票好吗？我
23、想订购一张开往成都的15次列车的卧铺票。2.I want to book a ticket of Singapore Airlines flight 123 directly for Manila.我想订一张新加坡航空公司123次航班直飞马尼拉的机票。大连理工大学出版社Unit FourHelping to Make ReservationSituational DialogueUseful ExpressionsFor a Guest3.I want to reconfirm or cancel my reservation.我想确认或取消我的预订。4.It s preferable to
24、take an afternoon flight.最好是下午的航班。大连理工大学出版社Unit FourHelping to Make ReservationSituational DialogueUseful ExpressionsFor a Guest5.Any airline company will do.任何一家航空公司都行。6.Shall I pay the fare in advance?我要先付款吗？大连理工大学出版社Unit FourHelping to Make ReservationSituational DialogueUseful ExpressionsFor a G
25、uest7.Please check the outgoing flights of other airlines.请帮我查一下其他航空公司的离境班机。8.I want to reserve a twin room in the name of Mr.D.Brown for three days from March 29th to April1st at 350 yuan per night.我想帮布朗先生预定一间3月29日至4月1日三天，每晚房价350元的双人对床房。大连理工大学出版社Unit FourHelping to Make ReservationSituational Dialo
26、gueUseful ExpressionsFor a Guest9.I am calling to revise the reservation we made yesterday.我打电话是想修改我们昨天的预订。10.Please cancel the Pan Am flight and transfer me to flight 305 on Korea.请帮我取消泛美航班，帮我转到韩国航空公司305航次飞机。大连理工大学出版社Unit FourHelping to Make ReservationWriting-skillTips for ReferenceIf you need to
27、book rooms at hotel,the followings are for your reference:1.Reservations are confirmed immediately with the hotel by E-mail.2.Child policies vary by hotel.Many hotels are able to provide a rollaway bed or crib,though there may be an extra fee.Such fees will not be included in the quoted rate.3.In mo
28、st cases,you will only be charged for your reservation at check out.Certain rates at certain hotels require a deposit.Deposit details will be included in the Rate Terms.4.A credit card is usually required by the hotel to confirm your reservation.Please read the rate terms carefully to determine if a
29、 deposit is required.5.Cancellation policies vary by hotel,and will be outlined in the rate terms.6.It is easy to change your reservation after it is made.You may contact most hotels in 24 hours.大连理工大学出版社Unit FourHelping to Make ReservationWriting-skillSample 1大连理工大学出版社Unit FourHelping to Make Reser
30、vationWriting-skillSample 2大连理工大学出版社Unit FourHelping to Make ReservationWriting-skillWriting Practice Suppose as an office clerk at ABC travel service,you are asked to book two flight tickets from Shanghai to Seattle at any Airline Company for your guests,an American couple,on next sunday,please ope
31、n the website of CTRIP and search for tickets available,then book them.大连理工大学出版社Unit FourHelping to Make ReservationExercises1.Read aloud until you can say it from memory,then translate it into Chinese.Travel agents guide travelers sort through vast amounts of information to help them make the best
32、possible travel arrangements.They offer advice on destinations and make arrangements for transportation,hotel accommodations,car rentals,and tours for their clients.They are also the primary source of bookings for most of the major cruise lines.In addition,resorts and specialty travel groups use tra
33、vel agents to promote travel packages to their clients.大连理工大学出版社Unit FourHelping to Make ReservationExercises2.Listening TasksTask One:Listen and fill in the blanks with what you hear and then do a pair-work to practice it orally.A:a receptionist at travel agency B:a customerA:Good morning,sir.May I
34、 help you?B:Yes.Do you think you could _ for me to the ceremony of the international _?A:I will try.But I can t _ it.B:Please try your best.A:Why not try _?It will be more _ and swift.B:How come I forgot the _!But may I use your computer instead?A:Sure.I will tell you what _.B:Let me _.book two tick
35、etsfilm exhibitionguarantee online reservation convenient Internet website to entertype in大连理工大学出版社Unit FourHelping to Make ReservationExercises2.Listening TasksTask Two:Listen to a typical public announcement made at an airport or on an airplane,then fill in the blanks with what you hear.Chimelong
36、Xiangjiang Safari Park is recognized as the leading _ throughout all of China.It is home to over _ animals from over 450 species including giant pandas,_ and koalas to name but a few and it prides itself in its large collection of African and _.The Safari Park exhibits many _ and has had numerous su
37、ccessful breeding programs including animals such as white-tiger,orangutan,sun bear,golden monkey etc.zoological park20,000polar bearsAsian species endangered animals大连理工大学出版社Unit FourHelping to Make ReservationExercises3.Read the following passage and decide whether the statements are true(T)or fal
38、se(F).Travel agents are increasingly expected to know about and be able to advise travelers about their destinations,such as the weather conditions,local ordinances and customs,attractions,and exhibitions.For those traveling internationally,agents also provide information on customs regulations,requ
39、ired papers(passports,visas,and certificates of vaccination),travel advisories,and currency exchange rates.In the event of changes in itinerary in the middle of a trip,travel agents intercede on the traveler s behalf to make alternate booking arrangements.Travel agents use a variety of published and
40、 computer-based sources for information on departure and arrival times,fares,quality of hotel accommodations,and group discounts.They may also visit hotels,resorts,and restaurants themselves to evaluate the comfort,cleanliness,and the quality of specific hotels and restaurants so that they can base
41、recommendations on their own experiences or those of colleagues or clients.大连理工大学出版社Unit FourHelping to Make ReservationExercises3.Read the following passage and decide whether the statements are true(T)or false(F).1.Travel agents would like to give travelers suggestions just because they can charge
42、 additional service fees.2.Travel agents can sometimes help travelers change their reservations for rooms or tickets.3.Most hotels and resorts like to offer travel agents a certain discount of fares for their package tours.4.The channel of travel agents information involves publications,internet and
43、 market investigations.5.Travel agents never care about the quality of their cooperative hotels because it has nothing to do with them.FTTTF大连理工大学出版社Unit FourHelping to Make ReservationExercises4.Role PlaySupposing the Mr.Green s will go to Paris to spend their holiday from Oct.1st-5th.Now,the coupl
44、e come to your travel service,asking if you can offer hotel reservation service for them.If es,they want you to book two standard rooms at the downtown of the city,with the price of no more than 2000 RMB per room each night.As an office clerk,you make a reception for them.大连理工大学出版社Unit FourHelping t
45、o Make ReservationExercises5.Translation(1)您能否帮我们订购5张国际旅游博览会的入场券？(2)您的预订已经被接受了。Can you help us to book five entrance tickets of the International Tourism Exhibition Fair?Your reservation has already been accepted.大连理工大学出版社Unit FourHelping to Make ReservationExercises5.Translation(3)现在很多旅行社都提供网上预订服务了
46、。(4)通常通过旅行社预订酒店房间价格会比较优惠。Nowadays,many travel services offer their online reservation services.Usually you may get a more reasonable price of booking a room at hotel through a travel agency.大连理工大学出版社Unit FourHelping to Make ReservationExercises5.Translation(5)有些旅行社为客人提供酒店预订服务，只收取很低的服务费。(6)通常您必须在飞机起飞
47、前24小时之内，再次向旅行社确认预订的机票。Some travel services charge little service fees while offering room reservation service at hotel for tourists.Usually you need to reconfirm the reservation of the tickets 24 hours before the departure of the plane.大连理工大学出版社Unit FourHelping to Make ReservationText BChinese Minor
48、ities(I)The People s Republic of China officially recognizes 56 ethnic groups,usually translated as nationalities,within China:the Han being the majority(92%),and the remaining 55 nationalities being the minorities.The official self-description of China is that it is a unitary multi-national state.Z
49、huangZhuang is an ethnic group of people who mostly live in the Guangxi Zhuang Autonomous Region in southern China.There is an indigenous Zhuang language,which was formerly written in Chinese characters,but now is usually written in Roman letters,as with Vietnamese(Guanxi borders Vietnam).Most Zhuan
50、g follow a traditional ancestor-oriented religion,however,there are a number of Christians,Buddhists,and Muslims in Guangxi as well.大连理工大学出版社Unit FourHelping to Make ReservationText BDaiA branch of Thai ethnic groups,is the name of an ethnic group living in southern Yunnan Province of China and Laos
