饭店英语 教学课件 作者 李佳 主编roomreservation.ppt

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1、Tolearntheservicetheoreticalknowledgeabouthowtoofferasatisfactoryserviceinahotel；Tolearnhowtomakeacallreservation；Tolearnhowtomakeaface-to-facereservation.Tolearnhowtodealwiththechangesinreservation.TeachingObjectives1234BasicInformationmailfaxtelexcalltalkBasicInformationBasic

2、InformationBasicInformationBasicInformationBasicInformationBasicInformationBasicInformationⅠ.Acallreservationgreetingaskthedateandthetimeaskthenumberoftheguestsaskthestyleofrooms(foroption)askthenameandtelephonenumberreconfirmationextendwishesServiceprocedureⅡ.Face-to-facereser

3、vationgreetingaskthedateandthetimeaskthenumberoftheguestsaskthetypesoftheroomsaskthenameandtelephonenumberreconfirmationextendwishesServiceprocedureⅢ.ChangingtheReservationgreetingaskthereserveddateandtimeaskthereservedroomtypeaskthechangingrequestschecktheconditionofroomtomake

4、surewhetherthechangingcanbemetanswertherequest(ifthechangingcannotbemade,youmayoffersomeconstructiveadvice)reconfirmationextendwishesServiceprocedureHowtoExpressAnsweringoutsidecalls:1.Goodmorning/afternoon/evening.ThisisYunshanHotel.2.Reservations,canIhelpyou?3.Roomnumber,plea

5、se?4.Justaminute,please.5.I’msorry,Ican’thearyou.Couldyouspeakalittlelouder?6.Couldyourepeatthat,please?7.I’msorry,theextensionisbusynow.Willyoutrythecalllater?8.Thelineisengaged.Wouldyouliketowaitforamoment?9.Sorry,MissSmithisnotin.Wouldyoucallback?1HowtoExpress10.MayItakeames

6、sage?11.Wouldyouliketoleaveamassage?12.I’mafraidyougotthewrongnumber.13.Howlongdoyouplantostay?14.Whatkindofroomdoyouprefer?15.Whoisthereservationfor?16.ShallImakeareservationforyou?17.We’llextendthereservationforyou.18.Welookforwardtoseeingyou19.Ihavetocheckifthere’saroomavail

7、able.Connectingroomcalls:1.ThisistheGeneralSwitchboard.2.Whatnumberareyoucalling?3.Who’sthecallfor?4.ThenumberofSihaiHotelis2376880.Pleasedial0beforeyoudialthenumber.5.What’sthenameofthepersonyouwishtospeakto?6.Wouldyouliketoplaceacollectcallormakeapaycallhere?7.We’vegotDDDsyst

8、em(DomesticDirectDialsystem)andIDDsystem(International