(精选)酒店实务英语Module 1 Front Office课件.ppt

Module 1 Front Office ;Contents;Part 1 Taking Restaurant Reservations ;Warm-up; Task 1 Handling a Reservation;G: Sure. My name is Adrien Brody , phone number is 0062-3708-9968. R: Adrien Brody, phone number is 3708-9968. Excuse me, how do you spell your first name? G: A-D-R-I-E-N. R: A-D-R-I-E-N. Thank you, Mr. Brody. May I know your arrival time on April 18th? G: Around 4:00 p.m. By the way, do you have the airport shuttle bus? R: Yes, Mr. Smith. We have airport representative desk. Just contact them and they will help you . G: That’s fine. Thank you. ;R: You are welcome. Mr. Brody , for the unguaranteed reservation, we can only hold the room by 6 p.m., because it is the peak season now. If you make a guaranteed reservation,we can hold the room overnight . Would you like to make a guaranteed reservation by credit card? G: Fine .Do you accept American Express？ R： Yes. May I know the number? G: It’s 260213. R: Thank you Mr. Brody. You’ve made a guaranteed reservation at the AIB Hotel, from April 18th to 22nd for 5 nights. If you can’t arrive as scheduled, please inform us before 6 p.m. on April 16th.Thank you for calling and we look forward to serving you. ;*Activities;2. Listening practice Listen and write down what you heard. R:Fortune Hotel.Reservations.May I help you? G:Yes.My name is Bill Richard calling from the International Trading Company. I‘d like to _____________________________ R:What rooms do you prefer? G:We have __________________________________ ,please. R:For which dates,Mr.Richard? G:From _______________. R:Just a moment,please.Fifteen TWBs for January 22,23 and 24.Yes,_____________________________. ;;;Task 2 Confirming or Adjusting a Reservation;;*Activities;;;Task 3 Fully Booked;;Questions about the conversation A. If a guest calls to make a reservation when your hotel happens to be fully booked, what advice would you give to the guest? You can give some advice as