to learn the service theoretical knowledge about how to offer a satisfactory service in a hotel ;...
TRANSCRIPT
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
Basic Information
contract
reservation
online
reservation
verbal
reservation
reservation
typesmail
fax
telex
call talk
Basic Information
Basic Information
Basic Information
Basic Information
Basic Information
rack
rate
rack
rate
commercial
rate
commercial
rate
day use
rate
day use
rate
family family
plan rateplan rate
family family
plan rateplan rate
high seasonhigh season
raterate
high seasonhigh season
rateraterate for rate for
extra bedextra bed
rate for rate for
extra bedextra bed
low season low season
raterate
low season low season
raterate
complimentarycomplimentary
discount
rate
discount
rate
package
plan rate
package
plan rate
group rate
group rate
Room
Rates
Room
Rates
Basic Information
Races
Pricing
European plan
(EP)
American plan
( AP)
Modified
American plan
(MAP)
Continental
plan
(CP)
Bermuda plan
(BP)
Basic Information
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
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
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
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
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.
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
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 1st to 7th.
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
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
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
Thank you for your attention!