Hotel English 《饭店英语》制作人：舒飞霞 任务 2 ：酒店预订之网络预订、前台预订 知识技能模块一：前厅服务 Unit2 Making Reservations by Internet & Talk

After studying this unit, you should be able to: ● know some ways of booking hotel on internet ● teach guests how to book rooms by booking website ● make reservations face to face ● check reservations by internet as reservationists Unit object 单 元目标

Role-play Work-procedure DialoguesWarm-upUNIT 2 Writing Exercise Ways of booking rooms by internet 2.By travel website 5.By hotel official website 1.by hotel official miroblogging account 3.by hotel official wechat account 4.by smart phone app

Role-play Work- procedure DialogueWarm-upUNIT 2 WritingExercise Why booking rooms by internet is popular and better than at Front Desk? more efficient; more discount; more choices

Role-play Work- procedure DialogueWarm-upUNIT 2 WritingExercise Background information Today, the internet is becoming more and more important for hotel booking. Booking on line is the most advanced way among all the ways. It can help hotels to get more guests. The internet links different hotels in many hotel chain with each other. It also links the major airline seat reservation systems and the computer terminals, smart phone terminals in the offices of many travel agencies. The hotel have to make sure that they are offering the right rates at the right time and in simple English, so that everyone around the world can understand.. Booking rooms by internet is more and more popular with the developing of the internet and smart phone. Hotels have to be aware of it and make good use of it.

Role-play Work- procedure DialogueWarm-upUNIT 2 WritingExercise Read and notice the procedure of booking rooms by room booking website. 1

Role-play Work- procedure DialogueWarm-upUNIT 2 WritingExercise Read the conversation again and put the following steps in the correct order. A. Teach guests to click submit button and keep the order; B. Teach guests to enter city, check-in date, and date of their departure. C. Teach guests to fill in some detail information and contact information; D. Teach guests to confirm all the information carefully; E. Teach guests to enter our hotel’s name; F. Thank guests.And reservationists will check the order. G. Greeting the guest. H. Collect all the orders from the internet and inform hotel to get ready.; Work-procedure: G → B → E → C → D → A → F → H 2

Role-play Work- procedure DialogueWarm-upUNIT 2 WritingExercise Work-procedure Describe a vision of company or strategic contents. Greeting the guest. 1 ↓ teach guests to enter city, date of Check-in and departure ↓ ↓ ↓ ↓ ↓ teach guests to enter our hotel’s name or choose our hotel in the list. teach guests to enter detail information and contact information. collect all the orders from the internet and inform the hotel to get ready.. thank guests and reservationists check orders from the internet. teach guests to confirm all the information carefully. teach guests to click submit button and keep the order number.

Role-play Work- procedure DialogueWarm-upUNIT 2WritingExercise Mr. Brown walks into a hotel, he wants to book rooms by wechat and ask a receptionist to teach him. please use the words below and do a role play. Good afternoon, Sir! How may I help you? For which dates? How many guests will there be in the party? Which do you prefer? Yes, there is a 20percent discount. No problem, we can arrange it for you. Now I’ll click the submit button, then you will receive a message. I’d like to reserve a double room by Wechat, can you help me? Tomorrow, my boss and I will stay 1night. How much is the room rate? Is there any discount for booking by wechat? I’ll take it. My name is…my phone… If possible, I’d like to have a room with city view. Receptionist=R Guest =G 3

Role-play Work- procedure DialogueWarm-upUNIT 2Writing Exercise Suggested samples : R: Good afternoon, Sir! How may I help you? G: Good afternoon, I’d like to reserve a double room by wechat. I heard it will be cheaper, can you help me? R: Certainly, sir. May I have your smart phone please? Do you have wechat account? R: Well, you should firstly join our hotel’s WeChat public account, do it like this. Then, For which date, sir? G: Yes, I do. But I can’t use it. G: How much is the room rate for a deluxe twin bed room ? Is there any discount for booking by wechat? R: We have superior twin and deluxe twin bed room, which do you prefer? G: That’s good, I’ll take it. Oh, my name is Peter Brown, and my smart phone number is If possible, I need a room with city view. R: Yes, the rate for deluxe twin is 480 yuan per night. For there is a 20% discount for booking by wechat. R: No problem, Mr. Brown. We can arrange it for you. Now I’ll click the submit button for you. Then you will receive a message. R: I will. Thanks R: My pleasure! Keep the notice please. R: Yes, go ahead please. Thanks ! G: For tomorrow. and my boss and I will stay here for one night.

Role-play Work- procedure DialogueWarm-upUNIT 2WritingExercise Mr. Black walks into a hotel, he wants to book rooms face to face. please make up a dialogue, use the words below and do a role play. Good afternoon, Sir! How may I help you? Our rack rate is 800 yuan per night per room. Wait for a moment please. I’ll check it for you, May I have your daughter’s name? Yes, your daughter booked a family suite on Mar 10th. And because she booked it by a travel website, It can give 20% discount. Yes, there is a 20percent discount. Yes, sir, would you still reserve the room now? We look forward to seeing your family. I’d like to reserve a family suite for tomorrow, What’s the room rate ? What? How expensive! Why I only spent 600 yuan for a family suite a month ago? That is my daughter who booked it for us. Lucy brown. How different the booking rate is from face to face and by internet! No, I’ll call my daughter to reserve it by internet. Thank you all the same. Receptionist=R Guest =G 4

Role-play Work- procedure DialogueWarm-upUNIT 2Writing Exercise Suggested samples : R: Good afternoon, Sir! How may I help you? G: Good afternoon, I’d like to reserve a family suite for tomorrow for my family. What’s the room rate? R: Our rack rate is 800 yuan per night per room. R: Well, wait for a moment please. I’ ll Check it for you. May I know your daughter’s name? G: What? How expensive! Why I spent only 600 yuan for a family suite a month ago. That’s my daughter who booked it for us. G: How different the booking room rate is from face to face and by internet. R: Yes, your daughter booked a family suite on March 10th?Because she booked it by a travel website, it can give 20% discount. R: Yes, that’s right. Sir. Would you still reserve the room now? G: Lucy Brown. G: No, I’ll call my daughter to reserve it by internet. Thank you all the same. Goodbye! R: It’s my pleasure. We look forward to seeing your family. Goodbye!

Role-play Work- procedure DialogueWarm-upUNIT 1Writing Exercise How to login the Hotel Booking Management System

Role-play Work- procedure DialogueWarm-upUNIT 2Writing Exercise. Here is a message of work log. Please complete it by those pictures below and words on the left. 5 Lisa: Please collect today’s room bookings by CTRIP and __________. and record them on the notebook. Because you are a ______________clerk, now I will tell you the steps: 1.Enter the website address: and ____________ it. 2.Enter the ID and password I told you yesterday and ________________. 3.Copy all the ____________booking information one by one by CTRIP on the notebook. 4.Enter: and enter the ID and password, then record all the detail booking information by wechat too. by elsa 3/20 wechat, trainee, search, login, detail wechat trainee search login detail

Role-play Work- procedure DialogueWarm-upUNIT 2Writing Exercise Translate these key expressions into English please! 6

Role-play Work- procedure DialogueWarm-upUINT 2Writing Exercise Ⅰ. Making Reservations by travel website: 1. 您是在哪个网站预定的，携程还是艺龙还是其他网站？ 2. 您打算住几个晚上？ 3. 您想预订那种房间？ 4. 您愿意用信用卡来担保预订吗？ 5. 网络预订可以打八折，还有积分奖励 Which travel website did you book, Ctrip or Elong or others? How many nights are you going to stay? What kind of room would you like? Would you like to make a guaranteed reservation by credit card? For booking by internet, there’s a 20 percent discount and reward points will be given to you to cash.

Role-play Work- procedure DialogueWarm-upUNIT 2Writing Exercise Ⅱ. Make reservations by wechat and face to face. 1. 现在房间紧张，在前台预定我们通常按门市价收费。 2. 请加我们酒店的官方微信账号，我们随时会有优惠活动。 3. 如果您没有微信，您可以登录我们的官方网站进行预定。 4. 您是通过微信预定的，所以我们送您一瓶红酒。 5. 您的确已经通过微信预定了。现在没有普通套房了，但我们可以免 费给您升级到豪华套房。 It’s the peak season now, we have to charge you at rack rate if you booking rooms at Front Desk. Please join our hotel’s official wechat account. We often have promotions or gifts. If you don’t use wechat, you can login our hotel’s official website. Since you reserved by wechat, we can present you a bottle of wine. You did reserve by wechat, but we have no junior suite now. We can update you to a deluxe suite with no extra charge.

Key Words and Expressions login ：登录 APP: 智能手机应用客户程序 wechat 微信 Client software for mobile : 手机客户端 microblogging: 微博 promotion activity: 促销活动 travel website 旅游网站 official account: 官方账户 special rate : 优惠价 rack rate: 门市价, 挂牌价 hour room : 钟点房 due out 即将离店房 upgrade: 升级 Role-play Work- procedure DialogueWarm upUNIT 2 WritingExercise Remember please !

After-class Assignments Role-play Work- procedure DialogueWarm upUNIT 2 WritingExercise Remember the work-procedure; Have a dictation about key words; Recite all the key sentences in this unit; Make up conversations about reservation by internet and do some role-plays;

Thank you! 知识技能模块一：前厅服务 任务 2 ：酒店预订之网络预订前台预订 Unit1 Making reservations by Internet& Face to Face