1、领队常用英语 Lesson 2 Hotel Lesson 2 Hotel Lesson 2 Hotel Teaching objectives:Teaching objectives:To know the basic services in the hotel as an outbound tour leader To master English forms and vocabulary commonly used in hotel services To cultivate main abilities to serve the guests with professional comp
2、etence as an ourbound tour leader Teaching Steps Teaching Steps Step 1:Warming up Step 2:Dialogues and expressions Step 3 Practice Step 4:Exercises Non-guaranteed Non-guaranteed Reservations are held by the hotel until a certain cut-off hour which is set by hotel policy.Rooms reserved in this manner
3、 are returned to the room inventory after the cut-off hour has passed and can be sold to a walk-in guest.Guaranteed reservationGuaranteed reservation A guaranteed reservation assures guests that a room will be held until the check-out time on the day following the date of arrival.This type of reserv
4、ation also guarantees that the hotel will receive payment if the guest does not arrive and does not properly cancel the reservation.Common Hotel Serviceshotelservicesroom servicehouse-keeping servicemoney exchangeservicebellservicelaundry and valet servicetelephoneservice Types and contents of weste
5、rn breakfast:Types:American breakfast美式早餐 Continental breakfast 欧式早餐 Buffet breakfast 自助早餐8 Step 2 DialoguesStep 2 DialoguesDialogue 11.Check-in in the hotel 1.Check-in in the hotel 酒店入住酒店入住(A:receptionist B:Tour leader)A:Good afternoon!What can I do for you?B:Good afternoon!I am Li lei,tour guide o
6、f China International Travel Agency.Id like to have two suites and ten single rooms,please.A:Have you made a reservation?B:Yes.We have.A:Oh,I will check.Yes,we have you reservation.Your agency has booked two suites and ten single rooms.Is there any change?Can I see and copy your group visa?B:Yes,her
7、e you are.A:Thank you.Please fill in these registration forms.B:The registration forms are finished.Shall we have our keys to the rooms?A:Of course.Here are the keys to your rooms.Your rooms are on the third floor.The bellboy will take you to your rooms.B:Thanks!s!Dialogue 2Check out Check out 退房退房(
8、A:receptionist B:tour leader)A:Good morning,sir.Do you want to check out?B:Yes,out rooms are 501,502,503,504,and my name is John Smith.A:Here is your bill.Two nights at 300 yuan each,and here are the meals that you had at the hotel including the breakfast this morning.That makes total of 4,500 yuan.
9、Is that right?B:Yes,I think so.A:How would you like to pay?B:Id like to pay in cash.A:Here is your receipt.We look forward to seeing you again.B:Thank you.Good-bye.Dialogue 3 Confirming Wake-up Call and Luggage CollectionConfirming Wake-up Call and Luggage Collection确定叫早与出行李的时间确定叫早与出行李的时间（A:Receptio
10、nist;B:Tour Leader）A:Good afternoon.Can I help you,sir?B:Good afternoon.Im Li Yuan,the tour leader from Shanghai China Travel Service.Id like to have a wake-up call.A;May I have your name and room number,please?B:Bill,Room 315.Would you please give us a morning call at 6:45 tomorrow morning?A:Certai
11、nly,sir.A morning call at 6:45 tomorrow morning.Is that right?B:Yes.Thanks.Dialogue 4 Room Service(Room Service(送餐服务送餐服务)(A:Room Service;B:Tourist)A：Good morning,Room Service,may I help you?B：Id like to have a meal in my room.A：Certainly,sir.We offer two types of breakfast.American and continental.W
12、hich one would you prefer?B：What does a continental breakfast have?A：Chilled orange juice,toast with butter,coffee or tea.B：Thatll be fine.Ill take it.Id like a white coffee with two sugars,please.A：I see.May I have your name and room number,please?B：Sure.Its Jeff in Room 1506.R：Let me confirm your
13、order.Mr.Jefferson Black in Room 1506,continental breakfast,white coffee with two sugars.Is that right?G：exactlyR：Your order will be ready soon,thank you for calling.Dialogue 5 Additional Bed and Daily ItemsAdditional Bed and Daily Items加床及日用品加床及日用品(A:Receptionist B:Tour Leader)A:Good evening,Front
14、Office.May I help you?B:Good evening.Im the tour leader Wang Qing from room 302.We have one extra person in our group now.So I wonder if there is one more single room.A:Im sorry,Mr.Wang.Weve fully booked at the moment.Would you mind to have an extra bed in one of the rooms?B:Good idea!How much does
15、it cost?A:20 dollars per night.B:Thats all right.Wed like to have an extra bed in room 302.Can you handle it within one hour?A:No problem.Well have it sent to 302 within 30 minutes.Would you please to come to the front desk to sign for the change?B:Thank you very much.Ill come in a minute.A:Is there
16、 anything else I can do for you?B:HumYes.Could you send one more pillow to room 309,please?A:OK.Well bring a pillow to room 309 right away.B:Thanks.A:My pleasure.Step 2 Useful Expressions1.check-in 1.Have you made a reservation?2.What kind of room would you like?3.How many guests will there be in yo
17、ur party?4.For which date?5.May I have your name/address/telephone number/nationality/check-out time?b)2.room rate 1.Could you tell me the room rate,please?2.How much do you charge for a suite?3.Whats the rate per night?The current rate is$150 per night.4oo Yuan RMB per night per room,with breakfast
18、 4.Is there any discount for group reservation?we have a special rate for group reservation.Well give you 30%off.b)3.Room Facilities1.Wed like to have an extra bed in room 201.2.have some clothes to be washed.Do you have a laundry service?3.Would you bring one steak dinner,one seafood plate,one bott
19、le of white wine,please?4.There must be something wrong with the heater.5.Can I have some extra bath towels?6.The air conditioner doesnt work.4.Check out 1.Should we check out before noon?2.We charge an extra 10%of the room rate for the late checkout.3.Telephone charges will be paid individually.4.M
20、ay I have the invoice?5.Is everything included in the bill?Step 3 PracticeRole-play 1 Miss Wang is a tour leader.She wants to check in her group.The following are what the receptionist says.Think about what Miss wang says in the conversation.Act out the conversation.Role-play 2Role-play 2 A:A:You ar
21、e a tour leader and are checking out at You are a tour leader and are checking out at the cashier in a hotel.You wants to pay with the cashier in a hotel.You wants to pay with your credit card.your credit card.B:You are the cashier.B:You are the cashier.Please role play the situation.Please role pla
22、y the situation.playroleplayroleStep 4 ExercisesI.Translate the special terms and sentences into Chinese and English.front deskpackage touradvanced reservationroom ratebellmanmorning call三人房三人房旅行支票旅行支票自助早餐自助早餐外币兑换外币兑换Exercise 2.Fill in the blanks with the words or expressions provided in the box.Res
23、ervationist(R):Good morning.Room Reservations.How may I help you?Guest(G):I am calling from the International Youth Travel Agency.Id like to know if you have any rooms(1)_ for the nights from December 2nd to 6th.R:May I know how many people there will be(2)_?G:28.availablein the partyR:What kind of
24、rooms would you like?G:(3)_ _ with bath.R:Just a moment,please.Let me(4)_.Sorry to have kept you waiting,madam.I can book 14 TWBs for you for those days.G:How much is the(5)_,then?R:Four hundred and eighty yuan per night(6)_,with breakfast.G:Thats good.R:May I book the rooms(7)_?G:Yes.My name is Joa
25、nna Eliot.J-O-A-N-N-A,Joanna,and E-L-I-O-T,Eliot.checkroom rateper roomunder your nameTwin-bed roomsR:Thank you,Miss Eliot.May I have your phone number,please?G:312-5541412.R:312-5541412.Thats 14 TWBs for Joanna Eliot at 480 yuan from December 2nd to 6th.Is that correct?G:Thats correct.R:Thank you for calling.Were(8)_ seeing you soon.looking forward to
