餐飲旅館英語 English for Hospitality and Hotel industry Unit 1 Before a guest checks in Dr. Leo T. A. Lin Feb. 19, 2013

Unit 1 Before a guest checks in

1. Taking a reservation by phone (Maryn Karini called the Pine Ridge Hotel to make a (Maryn Karini called the Pine Ridge Hotel to make a reservation.) reservation.) -- A: Pine Ridge Hotel. -- A: Pine Ridge Hotel. B: Hi, I ’ d like to get a room for next B: Hi, I ’ d like to get a room for next month, please. month, please.

1. Taking a reservation by phone (Pat asked for the dates of her stay.) (Pat asked for the dates of her stay.) -- A: And when will you be arriving? -- A: And when will you be arriving? B: I ’ ll be there on March 3, B: I ’ ll be there on March 3, A: Let me check for you. A: Let me check for you. (She pulled up the hotel ’ s reservations calendar on her (She pulled up the hotel ’ s reservations calendar on her computer terminal.) computer terminal.)

1. Taking a reservation by phone (Pat asked how many people would be in Maryn ’ s party.) (Pat asked how many people would be in Maryn ’ s party.) -- A: How many people? -- A: How many people? B: Two. B: Two. (Maryn asked for a double-queen room.) (Maryn asked for a double-queen room.) B: Could we please have a room with two B: Could we please have a room with two queen beds? queen beds?

1. Taking a reservation by phone (Pat searched the reservation system for availability. (Pat searched the reservation system for availability. She quoted Maryn the room rate and Maryn wrote it She quoted Maryn the room rate and Maryn wrote it down. Pat asked her to spell her last name and down. Pat asked her to spell her last name and entered her details in the guest database. Maryn gave entered her details in the guest database. Maryn gave her credit card number to hold the reservation.) her credit card number to hold the reservation.) -- B: The number is …. -- B: The number is ….

1. Taking a reservation by phone (Pat asked for the card ’ s expiration date.) (Pat asked for the card ’ s expiration date.) -- A: When does that expire? -- A: When does that expire? B: ………. B: ………. (Pat repeated the details of the booking.) (Pat repeated the details of the booking.) -- A: That ’ s one double-queen room for 4 -- A: That ’ s one double-queen room for 4 nights. nights.

1. Taking a reservation by phone (Pat read Maryn a confirmation number to write down.) (Pat read Maryn a confirmation number to write down.) -- A: Your confirmation number is HT A: Your confirmation number is HT348. (Pat checked that the guest was satisfied with the (Pat checked that the guest was satisfied with the reservation and said goodbye.) reservation and said goodbye.) -- A: Will there be anything else, Mrs. Karini? -- A: Will there be anything else, Mrs. Karini? B: … B: … A: See you on 3rd! A: See you on 3rd!

2. Revising a reservation (Pat answered the phone.) (Pat answered the phone.) -- A: Pine Ridge Hotel. How may I help you? -- A: Pine Ridge Hotel. How may I help you? (Maryn asked if she could add a night to her reservation.) (Maryn asked if she could add a night to her reservation.) B: I have a reservation. I ’ d like to extend our B: I have a reservation. I ’ d like to extend our stay by one day. stay by one day.

2. Revising a reservation -- A: Just one moment, please. -- A: Just one moment, please. (Pat looked up Maryn ’ s record in the database.) (Pat looked up Maryn ’ s record in the database.) (Maryn ’ s room was already allocated( 分配 ) to another (Maryn ’ s room was already allocated( 分配 ) to another guest.) guest.) -- A: Hmm. Your room is already booked for -- A: Hmm. Your room is already booked for Sunday the 7th. One moment. Sunday the 7th. One moment.

2. Revising a reservation (Pat offered to upgrade Maryn (Pat offered to upgrade Maryn to a room with a sea view.) to a room with a sea view.) -- A: If you ’ d like, I could -- A: If you ’ d like, I could upgrade you to a sea- upgrade you to a sea- view room throughout view room throughout your stay. That ’ s your stay. That ’ s available through available through Sunday. Sunday. (Maryn agreed and Pat revised the reservation.) (Maryn agreed and Pat revised the reservation.) -- B: Sure. Thank you. -- B: Sure. Thank you.

3. Suggesting alternative accommodation (Mr. Johnson called the Pine Ridge Hotel to make a (Mr. Johnson called the Pine Ridge Hotel to make a reservation.) reservation.) -- B: July 16th for one night, please. -- B: July 16th for one night, please. (However, the hotel was fully booked. Pat explained (However, the hotel was fully booked. Pat explained that there were no rooms available because the hotel that there were no rooms available because the hotel was hosting a large conference.) was hosting a large conference.) -- A: I ’ m sorry, but we have no vacancies. -- A: I ’ m sorry, but we have no vacancies.

3. Suggesting alternative accommodation (Pat offered to put him on the waiting list for a room. (Pat offered to put him on the waiting list for a room. She offered to find another hotel with a vacancy. Pat She offered to find another hotel with a vacancy. Pat suggested that the Hilltop Inn might have some rooms. suggested that the Hilltop Inn might have some rooms. She gave Mr. Johnson the Hilltop ’ s phone number.) She gave Mr. Johnson the Hilltop ’ s phone number.) -- Call and ask for Mrs. Gaines. She ’ ll -- Call and ask for Mrs. Gaines. She ’ ll help you. help you.

4. The guest ’ s experience: Meeting a hotel representative at the airport (When Mr. and Mrs. Porter exited the baggage claim (When Mr. and Mrs. Porter exited the baggage claim area, they noticed Teri holding a sign with their name area, they noticed Teri holding a sign with their name on it.) on it.) (They introduced themselves.) (They introduced themselves.) -- Hi. We ’ re Mr. and Mrs. Porter. -- Hi. We ’ re Mr. and Mrs. Porter. (Teri welcomed them to the city.) (Teri welcomed them to the city.) -- Oh, hello. I ’ m Teri from the Pine Ridge Hotel. -- Oh, hello. I ’ m Teri from the Pine Ridge Hotel. Welcome to Turner City. Welcome to Turner City.

4. The guest ’ s experience: Meeting a hotel representative at the airport (Teri offered to take their bags.) (Teri offered to take their bags.) -- Here. Let me take your bags. -- Here. Let me take your bags. (Teri escorted the Porters to the hotel ’ s shuttle. She (Teri escorted the Porters to the hotel ’ s shuttle. She opened the passenger door for them.) opened the passenger door for them.) -- There you go. -- There you go. -- Thanks. -- Thanks. (They climbed into the passenger compartment.) (They climbed into the passenger compartment.)

4. The guest ’ s experience: Meeting a hotel representative at the airport (The Porters slid into one of the bench seats and buckled their seat belts. Meanwhile, Teri loaded their bags into the back of the van. Teri climbed into the driver ’ s seat and radioed the hotel that she was on the way.) (The Porters slid into one of the bench seats and buckled their seat belts. Meanwhile, Teri loaded their bags into the back of the van. Teri climbed into the driver ’ s seat and radioed the hotel that she was on the way.) -- Van departing for the airport with Mr. -- Van departing for the airport with Mr. and Mrs. Porter. ETA 4:35. Over. and Mrs. Porter. ETA 4:35. Over. Copy that Over. Copy that Over.

4. The guest ’ s experience: Meeting a hotel representative at the airport (On the way to the hotel, she told the Porters a few (On the way to the hotel, she told the Porters a few facts about the town.) facts about the town.) -- And if you look to your right, you ’ ll see the -- And if you look to your right, you ’ ll see the world headquarters of the Claycraft( 陶藝 ) world headquarters of the Claycraft( 陶藝 ) company. World ’ s largest maker of company. World ’ s largest maker of ceramic( 陶瓷 ) dishware, ceramic( 陶瓷 ) dishware, you know. you know.

4. The guest ’ s experience: Meeting a hotel representative at the airport (When they arrived at the hotel, the Porters thanked her (When they arrived at the hotel, the Porters thanked her and gave her a tip.) and gave her a tip.) -- Thanks for the ride. -- Thanks for the ride. -- My pleasure. Enjoy your stay at the Pine -- My pleasure. Enjoy your stay at the Pine Ridge. Ridge.