中高端商务酒店交流接待英语培训文档资料 酒店英语培训新版P98.ppt

《中高端商务酒店交流接待英语培训文档资料 酒店英语培训新版P98.ppt》由会员分享，可在线阅读，更多相关《中高端商务酒店交流接待英语培训文档资料 酒店英语培训新版P98.ppt（98页珍藏版）》请在淘文阁 - 分享文档赚钱的网站上搜索。

1、酒店英语酒店英语酒酒 店店 英英 语语 E EN NG GL LI IS SH H F FO OR R C CA AR RE EE ER RS S新职业英语新职业英语酒店英语酒店英语Unit 1 ReservationListeningSpeaking4Warming-Up1Reading23Writing5Project6Vocabulary and Structure7Listening Script8酒店英语酒店英语vTeaching Objectivesv1.After studying this class,you should be able to name different r

2、oom types in English.v2.Knowing about booking rooms by what waysvHomeworkvP2 room typesvP2 Information of CRS:(Para3)酒店英语酒店英语Unit 1 Reservationsingle roomBdouble roomDTWB/standard roomAtriple roomCSuggested Answers Task 1 Match the room types with their corresponding pictures.酒店英语酒店英语Unit 1 Reservat

3、ionAdeluxe suiteBpresidential suiteCexecutive suiteDjunior suiteSuggested Answers Task 2 Write each of the expressions under its corresponding picture.酒店英语酒店英语 Task 3 How many room types do you know now?What are they?Discuss with your partner with the help of the words in Tasks 1 and 2.Unit 1 Reserv

4、ation From Task 1 and 2,now I know eight room types.They are single room,double room,TWB(twin beds room with private bath)or standard room,triple room,deluxe suite,presidential suite,executive suite,and junior suite.Suggested Answers酒店英语酒店英语Unit 1 ReservationMore Room Types(1):deluxe single room sea

5、-view room deluxe wedding suite酒店英语酒店英语Unit 1 ReservationMore Room Types(2):family suite酒店英语酒店英语Unit 1 ReservationMore Room Types(3):Chinese suiteJapanese suite酒店英语酒店英语Task 1 Try to answer the following questions before you read the passage.1.Why is the reservation very important in the work of Fron

6、t Office?2.How can the Central Reservation System facilitate the reservation work?ReadingUnit 1 Reservation酒店英语酒店英语ReadingUnit 1 Reservation Since most people make reservations before their stay,the Reservation Department usually becomes hotel guests first contact with the hotel.Efficient and high-q

7、uality reservation service will create guest satisfaction and bring hotel profitability in return.Therefore,reservation is an important Front Office function.Suggested Answers1.Why is the reservation very important in the work of Front Office?酒店英语酒店英语ReadingUnit 1 Reservation Since most people make

8、reservations before their stay,the Reservation Department usually becomes hotel guests first contact with the hotel.Efficient and high-quality reservation service will create guest satisfaction and bring hotel profitability in return.Therefore,reservation is an important Front Office function.Sugges

9、ted Answers2.How can the Central Reservation System facilitate the reservation work?酒店英语酒店英语Central Reservation System 1 Since most people make reservations before their stay,the Reservation Department usually becomes guests first contact with the hotel.Therefore,reservation performs an important Fr

10、ont Office function.Efficient and high-quality reservation service helps create higher levels of guest satisfaction and bring hotel profitability in return.ReadingUnit 1 Reservation酒店英语酒店英语Central Reservation System 2 People can book hotel rooms in a number of ways,by telephone,mail,fax,or the Inter

11、net.The introduction of the Central Reservation System(CRS)greatly facilitates the reservation process.The CRS is a computerized system that stores and distributes information on a hotel,resort,or other lodging facility.ReadingUnit 1 Reservation酒店英语酒店英语Central Reservation System 3 The information co

12、mmonly stored in the CRS includes the room rate,room allotments,room types,room availability,hotel information(such as address,phone number,fax number,room features,and hotel features),hotel cancellation,deposit and minimum stay information,nearby International Air Transport Association(IATA)cities

13、and airports,on-site or nearby restaurants,bars and attractions.ReadingUnit 1 Reservation酒店英语酒店英语Central Reservation System 4 The CRS links different hotels in a hotel chain with each other.It also links the major airline seat reservation systems and the computer terminals in the offices of importan

14、t travel agencies.Thus the guests reservation is very much facilitated.For now the guest can simply go to either a travel agency or an airline office or a hotel and have all his travel arrangements made.ReadingUnit 1 Reservation酒店英语酒店英语Central Reservation System 5“The Internet is becoming more and m

15、ore important for hotel bookings.However,I wouldnt say overall it is going to increase our bookings.We have to be aware of it because its a different method of the way guests can book,”the sales manager John from one five-star hotel says.“So,we have to make sure we are offering the right rates,at th

16、e right time and in simple English,so that everyone around the world can understand,as now it is not just travel agents accessing the hotel information,its somebody sitting at home.”ReadingUnit 1 Reservation酒店英语酒店英语reservationn.预订eg.I need to confirm my reservation.我需要确认我的预订。ReadingUnit 1 Reservatio

17、neg.Have you made a reservation?您做过预订吗？酒店英语酒店英语contactn.联系eg.The children lost contact with their families.孩子们和家人失去了联系。Useful Expressions:contact with 与的联系be/get in contact(with sb.)与（某人）联系/联系上stay/keep in contact(with sb.)保持与（某人）的联系lose contact 失去联系ReadingUnit 1 Reservation酒店英语酒店英语efficientadj.有效率的

18、eg.Service at the restaurant is efficient and friendly.这家餐厅服务高效，态度友好。The heating system is very efficient in its use of fuel.该供暖系统能高效节省燃料。ReadingUnit 1 Reservation酒店英语酒店英语profitabilityn.盈利能力eg.They plan to increase profitability by making the factory more efficient.他们计划通过提高工厂效率来增加盈利能力。The firm is no

19、w showing signs of a return to profitability.公司现在又重新显示出盈利的势头。ReadingUnit 1 Reservation酒店英语酒店英语facilitatev.使便利eg.Dividing students into small groups usually helps facilitate discussion.ReadingUnit 1 Reservation将学生们分组通常有助于促进讨论。Modern devices facilitate domestic work.现代设备使家务活便利了。酒店英语酒店英语distributev.分配e

20、g.Copies of the report were distributed shortly after the meeting.会后不久，报告就分发了下去。The manager distributes the work every morning.经理每天早晨分派工作。ReadingUnit 1 Reservation酒店英语酒店英语lodgingn.住所eg.The tourist office will send you information on lodging.ReadingUnit 1 Reservation旅游局会寄给你有关住宿信息的材料。The girl could ha

21、rdly afford a fee for board and lodging at that time.那时女孩几乎付不起伙食和房租费。酒店英语酒店英语raten.房价、价格eg.Our shop assistants are paid an hourly rate of 5.50.我们店的营业员按小时支付工资，每小时 5.5英镑。We have to offer higher rates.我们不得不付更高的价钱。ReadingUnit 1 Reservation酒店英语酒店英语availabilityn.利用（或获得）的可能性eg.The availability of public tr

22、ansport is also part of the equation.公共交通的便利也是考虑因素之一。Before travelling we must ensure the availability of petrol and oil.旅行前，我们必须确保能够买到汽油和机油。ReadingUnit 1 Reservation酒店英语酒店英语travel agencyn.旅行社eg.Im now working as a tour guide in a travel agency.我现在在一家旅行社做导游。Liberty Travel is a 59 year old travel age

23、ncy.自由之旅是一家有着59年历史的旅行社。ReadingUnit 1 Reservation酒店英语酒店英语be aware of 意识到，知道eg.We should be aware of some of the traffic laws.我们应该知道一些交通法规。He doesnt seem to be aware of the problems.他好像没有意识到这个问题。ReadingUnit 1 Reservation酒店英语酒店英语中央预订系统中央预订系统 由由于于多多数数人人会会在在住住店店之之前前先先进进行行预预订订，因因此此预预订订部部通通常常会会成成为为客客人人与与酒酒

24、店店打打交交道道的的第第一一个个环环节节。因因此此预预订订服服务务是是前前厅厅部部的的一一项项重重要要工工作作职职能能。有有效效高高质质的的服服务务会会使使顾顾客客更更加加满满意意，从从而为酒店带来盈利。而为酒店带来盈利。ReadingUnit 1 Reservation酒店英语酒店英语中央预订系统中央预订系统 CRS 中中存存储储的的信信息息一一般般包包括括：房房间间价价格格、房房间间分分配配、房房间间类类型型、空空房房间间、酒酒店店信信息息（如如地地址址、电电话话、传传真真、房房间间特特色色、酒酒店店特特色色）、房房间间取取消消情情况况、入入住住押押金金、最最短短入入住住要要求求、附附近近

25、的的国国际际航航空空运运输输协协会会（IATA）城城市市和和机机场场、酒酒店店内内以以及及附附近近的餐厅、酒吧、景点信息等。的餐厅、酒吧、景点信息等。ReadingUnit 1 Reservation酒店英语酒店英语中央预订系统中央预订系统 人人们们可可以以通通过过多多种种方方式式预预订订房房间间，包包括括电电话话预预订订、邮邮件件预预订订、传传真真预预订订和和网网上上预预订订。中中央央预预订订系系统统（CRS）的的引引进进使使预预订订流流程程大大大大地地便便捷捷起起来来。CRS 是是一一个个由由计计算算机机操操作作的的信信息息系系统统，其其内内存存储储着着饭饭店店、度度假假以以及及其其他他住

26、住宿宿设设施施的的信信息息，可可供供人人们检索。们检索。ReadingUnit 1 Reservation酒店英语酒店英语中央预订系统中央预订系统 CRS 将将酒酒店店集集团团中中各各连连锁锁酒酒店店的的信信息息、重重要要航航班班的的预预订订系系统统以以及及重重要要旅旅行行社社的的办办公公室室电电脑脑终终端端连连接接起起来来了了。这这样样，客客人人进进行行预预订订就就变变得得非非常常便便捷捷。现现在在，客客人人只只需需要要在在旅旅行行社社、航航空空公公司司售售票票处处或或者者酒酒店店这这三三家家机机构构选选择择任任何何一一家家，就就可可以以将将自自己旅行的全部行程都安排好。己旅行的全部行程都安

27、排好。ReadingUnit 1 Reservation酒店英语酒店英语中央预订系统中央预订系统 “因因特特网网对对酒酒店店预预订订的的作作用用正正变变得得越越来来越越重重要要。我我并并不不是是说说网网络络会会增增加加我我们们的的预预订订，但但是是我我们们必必须须注注意意到到它它的的作作用用，因因为为这这是是一一种种不不同同的的预预订订方方式式，客客人人们们会会通通过过网网络络来来预预订订，”某某五五星星级级酒酒店店的的销销售售经经理理约约翰翰说说道道，“因因此此，我我们们必必须须确确保保我我们们在在正正确确的的时时间间、用用简简单单的的英英语语给给出出正正确确的的价价格格，让让世世界界上上每

28、每个个人人都都能能理理解解它它，因因为为现现在在查查询询酒酒店店信信息息的的不不仅仅包包括括旅旅行行社社的的代代理人，还有坐在家里的普通人。理人，还有坐在家里的普通人。”ReadingUnit 1 Reservation酒店英语酒店英语 reserve in person book through a travel agency reserve through a central reservation system reserve at attractions reserve over the phone book on the Internet reserve by mail reserv

29、e at nearby restaurants book through the International Air Transport Association reserve at nearby bars reserve by fax book at an airline officeTask 2 Read the passage and tick off the ways of reservation mentioned in the passage.ReadingUnit 1 ReservationSuggested Answers酒店英语酒店英语 reserve in personbo

30、ok through a travel agencyreserve through a central reservation system reserve at attractionsreserve over the phonebook on the Internetreserve by mail reserve at nearby restaurants book through the International Air Transport Association reserve at nearby barsreserve by faxbook at an airline officeR

31、eadingUnit 1 ReservationSuggested AnswersTask 2 Read the passage and tick off the ways of reservation mentioned in the passage.酒店英语酒店英语Task 3 Read the passage again and fill in the table about the information stored in the CRS.ReadingUnit 1 ReservationSuggested Answers酒店英语酒店英语ReadingUnit 1 Reservati

32、onSuggested Answers3.room types5.hotel cancellation8.fax number9.restaurants attractionsTask 3 Read the passage again and fill in the table about the information stored in the CRS.酒店英语酒店英语 1.The CRS links hotels around the world with each other.2.We have to offer the right rates at the right time an

33、d in difficult English.3.Now everyone may access the hotel information through the Internet.4.The Internet provides a different reservation method.Task 4 Decide if the following statements are true(T)or false(F).ReadingUnit 1 ReservationSuggested Answers酒店英语酒店英语ReadingUnit 1 ReservationSuggested Ans

34、wers1.F 2.F 3.T 4.TTask 4 Decide if the following statements are true(T)or false(F).酒店英语酒店英语pic 1Ratepic 2Telephone No.pic 3Swimming pool pic 4No.of people pic 5DateDialog 1Dialog 2Dialog 3Dialog 4Dialog 5Task 1 Listen to five short dialogs and decide what each dialog is about and mark()where approp

35、riate.ListeningUnit 1 ReservationSuggested Answers酒店英语酒店英语Suggested AnswersTask 1 Listen to five short dialogs and decide what each dialog is about and mark()where appropriate.pic 1Ratepic 2Telephone No.pic 3Swimming pool pic 4No.of people pic 5DateDialog 1Dialog 2Dialog 3Dialog 4Dialog 5ListeningUn

36、it 1 Reservation酒店英语酒店英语 name length of stay address method of payment number of people in the party telephone number reserve by mail special requirement type of room reserve at nearby bars arrival time guarantee methodTask 2 Joanna Eliot is a tour guide.She is calling to make a reservation for her

37、tour group.Tick off the information mentioned in the conversation.ListeningUnit 1 ReservationSuggested Answers酒店英语酒店英语Suggested Answersnamelength of stay address method of paymentnumber of people in the partytelephone number reserve by mail special requirementtype of room reserve at nearby bars arri

38、val time guarantee methodTask 2 Joanna Eliot is a tour guide.She is calling to make a reservation for her tour group.Tick off the information mentioned in the conversation.ListeningUnit 1 Reservation酒店英语酒店英语Task 3 Listen to the conversation in Task 2 again and fill in the blanks with the words or ex

39、pressions provided in the box.Reservationist(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.per

40、 room in the party under your name looking forward toroom rate check Twin-bed rooms availableListeningUnit 1 Reservation酒店英语酒店英语R:What kind of 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

41、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 Joanna Eliot.J-O-A-N-N-A,Joanna,and E-L-I-O-T,Eliot.per room in the party under your name looking forward toroom rate check Twin-bed rooms availableListeningUnit

42、1 Reservation酒店英语酒店英语R: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.ListeningUnit 1 Reservationper room in the

43、party under your name looking forward toroom rate check Twin-bed rooms availableSuggested Answers酒店英语酒店英语Suggested Answers(1)available (2)in the party(3)Twin-bed rooms (4)check(5)room rate (6)per room(7)under your name (8)looking forward toTask 3 Listen to the conversation in Task 2 again and fill i

44、n the blanks with the words or expressions provided in the box.ListeningUnit 1 Reservation酒店英语酒店英语Task 4 A guest is calling the hotel to cancel a reservation.Listen to the conversation and fill in the blanks with the information you hear.ListeningUnit 1 ReservationSuggested Answers酒店英语酒店英语Suggested

45、AnswersGuest name:Jim FischerDate of reservation:from April 3rd to 5thCallers name:Kelvin JoantPhone number:13924789350ListeningUnit 1 ReservationTask 4 A guest is calling the hotel to cancel a reservation.Listen to the conversation and fill in the blanks with the information you hear.酒店英语酒店英语 1.Ali

46、ce Green calls to change her travel schedule.2.The reservation is under Alice Greens name.3.The boss calls to cancel his reservation.4.The deposit will be refunded to Jim Fischers account in seven days.Task 5 Listen to the conversation in Task 4 again and decide if the following statements are true(

47、T)or false(F).ListeningUnit 1 ReservationSuggested Answers酒店英语酒店英语Suggested Answers1.F 2.F 3.F 4.TListeningUnit 1 ReservationTask 5 Listen to the conversation in Task 4 again and decide if the following statements are true(T)or false(F).酒店英语酒店英语SpeakingUnit 1 ReservationTask 1 Read and practice the

48、conversation in pairs.Reservationist(R):Good morning,New Century Hotel Reservations.Can I help you?Guest(G):Yes,Id like to reserve a room for my boss.R:For which dates?G:For the nights from January 10th to 14th.R:How many guests will there be in your party?G:Just two.R:Could you hold the line for a

49、moment,please?Ill check if there is a room available for those days.G:OK.(The Reservationist checks the hotels reservation system for the room availability.)酒店英语酒店英语SpeakingUnit 1 ReservationTask 1 Read and practice the conversation in pairs.R:Thank you for waiting.We have double rooms and suites.Wh

50、ich do you prefer?G:How much do you charge for a suite?R:A junior suite is at 790 yuan per night,and an executive suite 1,090 yuan.G:Id like to take the one at 790 yuan.R:Certainly,madam.Could you tell me the name of the guest,please?G:Peter Anderson.R:Peter Anderson.Very well,madam.Could I know if