2. To learn the service theoretical knowledge about how to offer a satisfactory service in a hotel ； To learn how to make a call reservation ； To learn how to make a face-to- face reservation. To learn how to deal with the changes in reservation. Teaching Objectives 1 2 3 4

3. Basic Information reservation types verbal reservation online reservation contract reservation mail fax telex call talk

4. Basic Information

9. Room Rates group rate package plan rate discount rate complimentary low season rate rate for extra bed high season rate family plan rate day use rate commercial rate rack rate Basic Information

10. Races Pricing European plan (EP) American plan ( AP) Modified American plan (MAP) Continental plan (CP) Bermuda plan (BP) Basic Information

11. Ⅰ.A call reservation greeting ask the date and the time ask the number of the guests ask the style of rooms (for option) ask the name and telephone number reconfirmation extend wishes Service procedure

12. Ⅱ.Face-to-face reservation greeting ask the date and the time ask the number of the guests ask the types of the rooms ask the name and telephone number reconfirmation extend wishes Service procedure

13. Ⅲ.Changing the Reservation greeting ask the reserved date and time ask the reserved room type ask the changing requests check the condition of room to make sure whether the changing can be met answer the request (if the changing can not be made, you may offer some constructive advice) reconfirmation extend wishes Service procedure

14. How to Express Answering outside calls: 1. Good morning/afternoon/evening. This is YunshanHotel. 2. Reservations, can I help you? 3. Room number, please? 4. Just a minute, please. 5. I’m sorry, I can’t hear you. Could you speak a little louder? 6. Could you repeat that, please? 7. I’m sorry, the extension is busy now. Will you try the call later? 8. The line is engaged. Would you like to wait for a moment? 9. Sorry, Miss Smith is not in. Would you call back? 1

15. How to Express 10. May I take a message? 11. Would you like to leave a massage? 12. I’m afraid you got the wrong number. 13. How long do you plan to stay? 14. What kind of room do you prefer? 15. Who is the reservation for? 16. Shall I make a reservation for you? 17. We’ll extend the reservation for you. 18. We look forward to seeing you 19. I have to check if there’s a room available.

16. Connecting room calls: 1. This is the General Switchboard. 2. What number are you calling? 3. Who’s the call for? 4. The number of Sihai Hotel is 2376880. Please dial 0 before you dial the number. 5. What’s the name of the person you wish to speak to? 6. Would you like to place a collect call or make a pay call here? 7. We’ve got DDD system (Domestic Direct Dial system) and IDD system (International Direct system) in our hotel. 1 How to Express

17. Fill in the blanks to make a reservation. C=clerk G=guest C: Good morning. Room reservations. _____________ Sir? G: Yes. I’d like to _____ a room for a colleague. C: Thank you, Sir. Which date would that be? G: For one week.________ November 1 st to 7 th. C: Which kind of room ___________? G: A double. He’ll be accompanied by his wife. C: Could you hold the line, please? I’ll check our __________.Thank you for waiting. I’m afraid we have no double rooms, but we do have some twin rooms at $150 and $200 available. Practical Operation 1

18. G: The one at $200 sounds fine. C: Certainly, Sir.____________ of his colleague and his wife? G: Mr. and Mrs. White. C: Thank you. May I have your name and _____, please? G: Yes, it’s 010-3329-2311.I work in Beijing University. My name is John Wang. C: Do you know their flight number and arrival time? G: Yes, it’s Air China Flight 412. His flight arrives at 3:00 p.m., so he should be there by 6:00p.m.at the earliest. C: Thank you very much. My name is Johnson. I f you have any further inquiries,_____________. Practical Operation

19. Role play Situation: Mr. Green in Shanghai wants to visit Beijing from June 1st to June 4th, you are the clerk of Beijing Hotel and make a reservation for him. Practical Operation 2

20. Thank you for your attention!