星级酒店英语培训

Reservation预订部
1\问候语；报部门；表示愿意客人提供帮助；
2\确认客人预订日期；查看电脑客房状态；
3\询问客人姓名及英文拼写，姓在前，名在后；复述确认；
4\介绍房间各类和房价，从高价房到低价房；询问客人公司名称；查寻电脑，确认是否属于合同单位，便于确定优惠价
5\询问客人付款方式，在预订单上注明，公司或者旅行社承担费用者，要求在客人抵达前电传书面信函，做付款担保并在预订单上注明；
6\询问抵达航班及时间；向客人说明，无明确抵达时间和航班，，饭店只能保留房间到入住当天下午１８：００；如果客人预订的抵达时间超过下午
１８：００，要求客人做担保预订；
7\询问客人特殊要求，如：是否需要接机、订餐服务等；对有特殊要求者，详细记录并复述；
8\预订代理人姓名、单位、电话号码；询问有关情况
9\时期、航班；房间种类、房价以及数量；客人情况；特殊要求；付款方式；代理人情况；
10\向客人致谢
A long distance call reservation 长途电话预订
R: ******hotel. Reservation**speaking, may I help you?
B: I’m calling from New York. I’d like to book a room in your hotel.
R: Thank you for calling! May I know your arrival and departure dates?
B: from Oct 26th to Oct 29th.
R: Thank you for waiting, yes sir we can book a room for yo
u on that days. So what kind of room would you like, sir? We have single rooms, double rooms, suites and deluxe suites. Which would
you like?
B: suite, please
R: would you like breakfast?
B: no, thanks.
R: can you give me your name please, sir?
B: Brawn.
R: thank you, Mr. Brown.
R: very well, Mr. Brawn, a suite without breakfast from Oct 26th to Oct 29th. am I correct ?
B: yes, thank you.
R: what time will you be arriving, Mr. Brown?
B: Around 5:00 p.m.
R: All right. You’ll be expected to be here then.
B: that’s fine. Thank you. Good-bye.
R: Thank you for calling. Good-bye.
A LOCAL CALL RESERVATION 本地电话预订
R: ******hotel. Reservation**speaking, may I help you?
C: I’d like to book a single room with shower for Mr Smith. He plans to arrive on the 20th of this month.
R: can you spell it for me?
C: s-m-I-t-h.
R: thank you.
R: How long will he staying?
C: I don’t know, but it could be anything from seven to ten days.
R: then we can only confirm a room from the 20th to the 27th. I’m afraid we won’t be able to guarantee him a room after the 27th.
We usually have high occupancies in the peak seasons.
C: what if there isn’t any room then?
R: don’t worry, sir. We can either put him on a waiting list or find him a room in a nearby hotel.
C: fine. Hw much do you charge for a single room with breakfast?
R: for on night, the hotel cost would be 20000 yuan. How will he be paying, sir?
C: his company will cover all the expenses. We’ll send you a check right away.
R: Thank you. sir. Here is your booking information, a single room with breakfast from May 20th to 27th for Mr. smith. Am I right?
C: that right, thank you.
R: thank you for calling. Good-bye。
Change the reservation更换预订
R: ******hotel. Reservation**speaking, may I help you?
C: I’m Smith. I’ve booked a single room with shower on the 20th of this month.
R: Can you wait for a while? Thank you for waiting, yes sir we get your reservation on that date. So anything we can do for your?
G: I’m like to change my reservation to 25th this month for 3 day.
R: If so can you wait for a second I’ll check if we can offer you a room on that date thank you for waiting, yes sir we can offer
you a single room with show on Sep 25th to Sep 28th. Can you tell me when did you plan to arrive at our hotel?
G: Maybe 7PM.
R: So Mr smith we will keep the room for you before 8 o’clock.
G: That be fine.
R: Anything else we can do for you?
G: NO thank you.
R: Thank you for your calling, and we look forward to serve you.
１、接收客人更改预订信息：询问要求更改预订客人的姓名及原始到达日期和离店日期；询问客人现要更改的内容；
２、确认更改预订：在确认新的内容之前，如果客人要更改的是日期、先要查寻客房
出租情况；在有空房情况下，为客人确认更改预订并填写预订更改单；重复并记录更改内容及预订代理人的姓名及联系电话；
３、存档：将原始预订单找出；将更改的预订单放置上面订在一起；按日期存档；
４、未确认预订的处理：如果客人需要更改的内容　是日期，饭店客房已订满，应及时向客人解释；告知客人预订暂时放在后补名单上；如果饭店有
空房时，及时与客人联系；
1、接到取消预订信息：询问要求取消预订客人的姓名、到达日期、离开日期及取消的原因
２、确认取消预订：记录取消预订人或预订代理人的姓名及联系电话；
３、处理取消预订：感谢预订人将取消预订要求及时通知饭店；询问客人是不要做下一个阶段的预订；将预订取消的信息输入电脑；