餐飲旅館英語餐飲旅館英語English for Hospitality and Hotel industryEnglish for Hospitality and Hotel industry

Unit 1 Before a guest checks inUnit 1 Before a guest checks in

Dr. Leo T. A. LinDr. Leo T. A. LinFeb. 19, 2013Feb. 19, 2013

Unit 1Unit 1Before a guest checks inBefore a guest checks in

1. Taking a reservation by phone1. Taking a reservation by phone

• (Maryn Karini called the Pine Ridge Hotel to make (Maryn Karini called the Pine Ridge Hotel to make aa

reservation.)reservation.)

-- A: Pine Ridge Hotel.-- A: Pine Ridge Hotel.

B: Hi, I’d like to get a room for nextB: Hi, I’d like to get a room for next

month, please.month, please.

1. Taking a reservation by phone1. 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, 2008.B: I’ll be there on March 3, 2008. A: Let me check for you.A: Let me check for you. (She pulled up the hotel’s reservations calendar on (She pulled up the hotel’s reservations calendar on

her her computer terminal.)computer terminal.)

1. Taking a reservation by phone1. Taking a reservation by phone

• (Pat asked how many people would be in Maryn’s pa(Pat asked how many people would be in Maryn’s party.)rty.)

-- 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 phone1. Taking a reservation by phone

• (Pat searched the reservation system for (Pat searched the reservation system for availability. availability.

She quoted Maryn the room rate and Maryn She quoted Maryn the room rate and Maryn wrote itwrote 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. entered her details in the guest database. Maryn gaveMaryn gave

her credit card number to hold the reservation.)her credit card number to hold the reservation.)

-- B: The number is 1-2-3-4….-- B: The number is 1-2-3-4….

1. Taking a reservation by phone1. 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 phone1. Taking a reservation by phone

• (Pat read Maryn a confirmation number to write dow(Pat read Maryn a confirmation number to write down.)n.)

-- A: Your confirmation number is HT348.-- 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 reservation2. Revising a reservation

• (Pat answered the phone.)(Pat answered the phone.)

-- A: Pine Ridge Hotel. How may I help -- A: Pine Ridge Hotel. How may I help you?you?

(Maryn asked if she could add a night to her (Maryn asked if she could add a night to her reservation.)reservation.)

B: I have a reservation. I’d like to extend B: I have a reservation. I’d like to extend our our

stay by one day.stay by one day.

2. Revising a reservation2. 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((Maryn’s room was already allocated( 分配分配 ) to anothe) to anothe

rr 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 reservation2. 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 (Maryn agreed and Pat revised

the reservation.)the reservation.) -- B: Sure. Thank you.-- B: Sure. Thank you.

3. Suggesting alternative 3. Suggesting alternative accommodationaccommodation

• (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 (However, the hotel was fully booked. Pat explained explained

that there were no rooms available because the that there were no rooms available because the hotel 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 3. Suggesting alternative accommodationaccommodation

• (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 suggested that the Hilltop Inn might have some rooms.rooms.

She gave Mr. Johnson the Hilltop’s phone number.)She gave Mr. Johnson the Hilltop’s phone number.)

-- Call 555-7722 and ask for Mrs. Gaines. -- Call 555-7722 and ask for Mrs. Gaines. She’ll She’ll

help you.help you.

4. The guest’s experience: 4. The guest’s experience: Meeting a hotel representative at Meeting a hotel representative at

the airportthe 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: 4. The guest’s experience: Meeting a hotel representative at Meeting a hotel representative at

the airportthe 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. (Teri escorted the Porters to the hotel’s shuttle. SheShe

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: 4. The guest’s experience: Meeting a hotel representative at Meeting a hotel representative at

the airportthe airport• (The Porters slid into one of the bench seats and (The Porters slid into one of the bench seats and

buckled their seat belts. Meanwhile, Teri loaded buckled their seat belts. Meanwhile, Teri loaded their bags into the back of the van. Teri climbed their bags into the back of the van. Teri climbed into the driver’s seat and radioed the hotel that into the driver’s seat and radioed the hotel that she was on the way.)she was on the way.)

-- Van 2-2-7 departing for the airport with -- Van 2-2-7 departing for the airport with Mr. Mr.

and Mrs. Porter. ETA 4:35. Over.and Mrs. Porter. ETA 4:35. Over.

Copy that 2-2-7. Over.Copy that 2-2-7. Over.

4. The guest’s experience: 4. The guest’s experience: Meeting a hotel representative at Meeting a hotel representative at

the airportthe 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(world headquarters of the Claycraft( 陶藝陶藝 ) ) company. World’s largest maker of company. World’s largest maker of ceramic(ceramic( 陶瓷陶瓷 ) dishware, ) dishware, you know.you know.

4. The guest’s experience: 4. The guest’s experience: Meeting a hotel representative at Meeting a hotel representative at

the airportthe airport• (When they arrived at the hotel, the Porters (When they arrived at the hotel, the Porters

thanked herthanked 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.