文档介绍：Unit Three Taking A Booking
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Discussion in a group
What information do you need to know when taking a reservation?
Step 1: Starter
Reservation for a table
Reservation for a room
Date
Time
number of diners
Guest’s name
telephone
Room type, number of guests
Arrival and departure dates
telephone number
Address, email address
Credit card type and number
First Name: James Surname: Vaughan
Address: 14 Wheeler Street
City/Place: Edinburgh
Country: Great Britain Postcode: EH2 3QL
Tel: 441316672388 Email: jj_******@.
Arrival: 14 April Date: 13:00 clock Departure: 17 April
Adult: 2 Child: 0
Number of Rooms: 1 Room Type: double room
Smoking: ○ Non-smoking: ⊙
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Listen to the dialogue, then copy plete the reservation form.
Step 2: At the reservations desk
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Step 2: At the reservations desk
C: Telephone language
I take your name, please?
you spell your surname for me, please?
I have a contact phone number, please?
code for Shanghai is 021.
’m sorry, sir, could you repeat that, please?
time are you arriving?
’s your email address, please?
’ll just read that back to you. You’re arriving on Friday 14 April and staying three night……
Guaranteed Reservation:
接待有保证的客房预订(Receiving a Guaranteed Reservation)是通过以下方式来完成的:
1)预收款(Prepayment)保证预订:客人提前支付足额房费
2)信用卡(Credit Card)保证预订:记下客人的信用卡号码,如果客人没有按预订要求来酒店使用客房,酒店可以向持卡人收取费用。这是一种最常见的预订方式。
3)押金(Advanced Deposit)保证预订:客人提前支付一天的房费。
4)合同/协议(Contract or Agreement)保证预订:酒店与公司有协议在先,无论公司预订客房是否被使用,房费由公司承担。
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Professional Tips
Telephone reservation for rooms
Greetings
Date of arrival and departure
Room types
Name and telephone number
Offer room rate
Confirmation
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Professional Tips
Basic procedures of receiving room reservation.
Useful Drills
1. How to greet customers on phone
2. How to get information from the customers
3. How to offer and get room rate
4. Confirm
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