Hotel English training materials.docx

1、Hotel English training materialsUnit 1 Room ReservationLesson 1 I. IMPORTANT WORDSAdvance reservation 提前预订Reserve 预订Double room 大床房Single room单人房Twin room双人房King size 大床房Queen size 稍大房Standard 标准房Superior高级房Deluxe 豪华房Suite套房Presidential suite 总统套房Available 可用的Availability可用（房）Booking预订Cancellation取消

2、Amendment 改善，修正案BFR 最优弹性价 best flexible rateTariff 收费表Corporate rate 公司协同价Special rate特殊价Discount 折扣Package包价Travel agent旅行社F.I.T. 散客walk-in 未预定的客人connecting rooms连通房handicap room残疾人房Adjoining rooms 隔壁房Non-smoking room无烟房Extend延期Pick-up接机Drop off 送机See-off告别On day booking当天预订Application form申请表Doubl

3、e-booking重复预订Guaranteed 担保Non-guaranteed无担保Payment支付方式Cash / Credit card / Advance deposit / Cheque / VoucherII. USEFUL SENTENCES Good morning / afternoon / evening. Reservations. XXX speaking. How may I help you? For which dates, please? Is it just for tonight? What time will you be arriving? Which

4、 date would that be? How many people are there in your party? For how many people? For how many nights? How long do you intend to stay? How long will you be staying? How many nights do you wish to stay? For how long? Which kind of room do you prefer? Id like a quiet room with harbor view. We have si

5、ngle room, double room and suite. A single room is US$100 per night. There is also a 15% service charge. May I know your name, please? Could you give me your name, please? May I have your telephone number/contact number, please? Im afraid we have no double rooms available, but we can offer you a twi

6、n room. May I have your flight number and arrival time? May I arrange pick-up / see off service for you?Lesson 2Taking reservation 1III. DIALOGUEC=Clerk 房型入住日期住几天房费，是否包含早餐客人信息（姓名，电话）G=Guest 担保确认，核实信息确认信感谢预订 C: Good morning. Reservations, Mary speaking, how may I help you?G: Yes, Id like to reserve a

7、 room.C: Thank you, sir. Which date would that be? G: From October 15th.C： For how many nights?G: For three nights.C: How many guests will there be in your party?G： Just my wife and myself.C： Which kind of room would you prefer, a double or a twin?G： A twin, please.C： Could you hold the line. Please

8、? I will check our room availability for those days. Thank you for waiting .sir. We have standard twin at USD120.G: USD120, its OK.C: Certainly, sir. May I have your name, please?G： Yes, its Caruthers T.EC: How do you spell that, please?G： C- A- doubles R-U-T-H-E-R-S.C: Mr. Caruthers .May I have you

9、r phone number please?G： Yes, the number is 06-321-2256759.C： 063212256759. What time do you expect to arrive, Mr.Carruthers?G： Oh, around 6 p.m. I suppose.C: Id like to confirm your reservation. A twin room for Mr. and Mrs. Carruthers at USD120 per night for three nights from October 15th.to Octobe

10、r 17th. My name is Mary and we are looking forward to serving you.G: Right. Thank you very much.C: You are welcome. Mr. Caruthers. Good-bye.Lesson 3Taking reservation 2 C: Good morning. Reservations, XXX speaking. How may I help you, sir?G： Yes, Id like to reserve a room for my colleague.C： Thank yo

11、u, sir. Which date would that be?G： For one week. From November 1 to 7.C： Which kind of room would he prefer?G： A double. Hell be accompanied with his wife.C： Could you hold the line, please? Ill check our room availability Thank you for waiting. Im afraid we have no double rooms, but we do have som

12、e twin rooms at USD100 and USD120 available.G： The one at USD100 sounds fine.C: Certainly, sir. May we know the name of your colleague and his wife?G： Mr. and Mrs. Vernon Williams.C： Thank you. May I have your name and telephone number, please?G: Yes, its 5852311;extension 1201. I work in IBM Taiwan

13、 Corp. My name is Robert Smith.C： We do offer special rates for your company, Mr. Smith. For a twin room there is a 10% discount. After discount, the rate is USD 90 plus 15% service charge, not including breakfast. And how about payment?G： They will pay by themselves. C: Do you know their flight num

14、ber and arrival time?G: Yes, its China Airline #412. His flight arrives at 3 p.m., so he should be there by 6 p.m. at the earliest.C: Would you like any transportation service please, Mr. Smith?G: No, thanks.C: Thank you very much. Id like to repeat your reservation. One twin room for Mr. and Mrs. V

15、ernon Williams from November 1st to November 7th at USD90 plus 15% service charge, not including breakfast. Is that correct?G: Thats right. Thank you.C: Its my pleasure. My name is John. If you have any further inquiries, pleayse dont hesitate to contact meLesson 4When fully bookedC: Which date woul

16、d that be?G: For April 18th, one night.C: Could you hold the line, please? Ill check our room availability on that day, Thank you for waiting, sir. Im afraid our hotel is fully booked on that night. Is it possible for you to change your reservation date?G: No, thats not possible. Could you recommend

17、 another hotel near Yalong r Bay?C: Yes, sir, I suggest the Holiday Inn Resort?G: Sure, Can you give me Holiday Inn Resorts telephone number?C: Yes, It isG: Thank you very much.C: We would like to put you on our waiting list, if we have any cancellations, well contact you immediately. May I have you

18、r name and your telephone number please? G: Johnny Cheung, my number is 013829906329. C: Thank you, Mr. Cheung. Good-bye.AmendmentCG: Yes, my name is Adams, and I made a reservation for 3 nights from 5th March. Id like to extend it for two more nights until the 9th.C: For 5 nights from 5th March unt

19、il 9th March. Is that right Mr. Adams? G: Thats right.C: Will there be any change in your room type? Your reservation is for a twin room.G: No.C: Thank you, Mr. Adams. We will extend the reservation for you. Thank you for callingCancellationCG: Id like to cancel a reservation.C: In whose name was th

20、e reservation?G: Claude Rigell.C: How do you spell that, please?G: R.I.G.E. doubles L.C: What was the date of the reservation?G: From February 27th for 3 nights.C: Excuse me, but is the reservation for you or for another path?G: Its for my boss.C: May I have your name and phone number, please?G: Yes

21、, its Christina Fabre and my number is 00852-23761188C: Thank you, Ms. Fabre. Ill cancel Mr. Rigells reservation from Feb. 27th for 3 nights. My name is Johnson and we look forward to another chance to serve you.Unit 2 Front DeskLesson 1I. IMPORTANT WORDSLobbyWelcome toPardonFirst nameSurnameDate of

22、 birthPassportPassport numberVisa numberExpiry datePermanent addressCheck inRegistrationScheduleArrival listAccountSignatureTotalLimousineChangeExchangeCurrencyDiscountBenefitSafeSafety boxBill Average rateOccupancyHousekeepingII USEFUL SENTENCESCheck in Welcome to. Good morning, sir. Welcome to our

23、 hotel. Do you have a reservation with us, sir? Under what name sir? (In whose name sir?) Id like to check-in, please. Certainly sir. Ill check the room availability. Could you complete the registration card, please? Please fill in the registration form. May I have your passport for registration ple

24、ase? How would you like to settle your bill Mr. Smith? How would you like to pay by cash or credit card please? We dont have rooms available on 8/F.We have rooms on 7/F. It is a non-smoking floor. Would you mind Mr. Thomson? All right, Mr. Tan, Ill refer this to our Duty Manager on duty. I beg your

25、pardon madam? Ill call you back as soon as possible. For more information on our limousine service, please contact our concierge at extension “_”. You can enjoy 40% discount, after discount, your room rate is 115 US Dollars plus 15& service charge, not including breakfast. Is there anything else I c

26、an do for you, Mr. Johnson? Enjoy your stay with us Mr. Jackson. If there is anything I can help you, please call me. My name is Linda. Our Housekeeping will send the adaptor to your room as soon as possible. You can sign the bill in our hotel outlets, and put your charge onto your room account.Less

27、on 2Check in ServiceWith reservationR: Good Afternoon, sir. Welcome to our hotel, how may I help you?G: Good Afternoon, My name is John Black, I have a reservation.R: Mr. Black, is your name spelt B L A C K?G: Thats right.R: Mr. Black, would you please confirm the details on the registration card, a

28、nd print your English/Chinese home address here, then sign down the bottom, you are staying with us two nights, leaving on the 22nd, is that right?G: Yes, Thats Correct.R: Mr. Black, May I have your passport or ID card for registration and how would you like to settle your bill, by credit card or ca

29、sh? G: With visa card. VISA R: May I have your card so I can take an imprint please? (Return ID and credit card to guest)G: Certainly. R; Mr. Black, this is your room number (Figure out the room number on welcome car), your departure date is 22nd, and the room rate is BRM888, room rate include ONE B

30、reakfast in Coffee Shop from 6:30 to 10:30am. R: Mr. Black, I hope you enjoy your stay with us; my name is Robert, for any assistance please calls me at extension_, Enjoy stay with us.Our bellboy Peter will show you to your room.Check-in for GroupC= ClerkTL=Tour LeaderC: Good afternoon. Who is the T

31、our Leader, please?TL: Thats me.C: How are you? My name is Steve of the Front Desk. Welcome to our Hotel. Id like to reconfirm the schedule for the period of your stay.TL: I see.C: Youve made a reservation for 10 twin rooms for today, just one night. Is thereany change?TL: No.C: Your check out time is at 8:00 tomorrow morning. Has there been any chan