- •Предоставление информации об отелях
- •Sands hotel****
- •Предоставление информации об отеле
- •Zakher hotel
- •Предоставление информации о номере
- •Honeymoon suite
- •Процедура индивидуального бронирования
- •Melissa hotel
- •Процедура бронирования для компании
- •Castle lodge hotel
- •Процедура регистрации с предварительным бронированием
- •Registration Card / Checking-in form Ritz Hotel
- •Процедура регистрации без предварительного бронирования
- •Registration Card / Checking-in form Ritz Hotel
- •Как проводить собеседование
- •Job advertisement
- •Как проходить собеседование
- •Covering letter
- •Card 10
- •Как проводить собеседование
- •Job advertisement
- •Card 11
- •Как проходить собеседование
- •Covering letter
- •Card 12
- •Обслуживание клиента в ресторане
- •Card 13
- •Работа с жалобами клиента в ресторане / Решение проблем клиента в отеле (турагенстве)
- •Letter of apology
- •Card 14
- •Работа с жалобами клиента в ресторане / Решение проблем клиента в отеле (турагенстве)
- •Letter of apology
- •Card 15
- •Работа с жалобами клиента в ресторане / Решение проблем клиента в отеле (турагенстве)
- •Letter of apology
- •Card 16
- •Процедура выезда из отеля
Melissa hotel
Date: 5th February
From: Reservations
To: Kate James
Attention:
No. of pages: 1
Thank you for your booking of a double room with a private bathroom. I have reserved the room for 18th February for 3 nights as you requested.
Price for the double room including service charges and taxes is £200 per person per night.
Your reservation number is BG015H.
Your room will be ready for occupancy after 12 noon.
If any of this information is incorrect, please contact us immediately. If you have any additional questions, or need to make changes to this reservation, please fax us or call Reservations. Thank you for choosing our hotel and I hope you enjoy your stay.
Regards,
………………
Reservations clerk
Card 5
1) You are a reservation clerk at the hotel. Somebody is calling you to book a room. It is a company booking and the client has stayed before. Conduct a reservation procedure.
2) You are a reservation clerk at the Castle Lodge Hotel. The manager gives you the following instructions. Read them and write a fax-confirmation about reservation.
Could you send a fax to Imperial Chemicals? Thank them for the two bookings for Mr. Henry Green and Miss Caroline Lamb for 18th August for 2 nights and say that’ll be fine. You’d better quote the standard prices first, including half-board, service charges, and taxes – that’s £165 p.p.p.n. for the Executive room and £85 p.p.p.n. for the Standard room. I think we usually give them 10% discount, so calculate what it comes to and put the total at the end. Give reservation numbers and say that rooms will be ready after 12 noon. Ask them to contact us, if they have any questions.
Процедура бронирования для компании
Инструкции |
лексическое наполнение |
1. Ответьте на звонок и представьтесь. |
Reservations. Jenny speaking. How can I help you? |
2. Узнайте имя клиента. |
Can I just have your name? |
3. Узнайте дату прибытия. |
When would you like to stay? |
4. Проверьте наличие свободных номеров. |
One moment. I’ll just check availability. Availability of rooms is fine for that night. |
5. Узнайте, является ли бронирование индивидуальным или для компании. |
Is this company booking or individual? |
6. Узнайте название компании. |
What’s the company name? |
7. Выясните наличие скидок для постоянных клиентов. |
Have you an account with us?
|
8. Узнайте, останавливался ли клиент в отеле раньше. |
Has the client stayed with us before?
|
9. Если клиент останавливался раньше, сверьтесь с информацией о предыдущих визитах и предложите номер такой же классности. Если нет, введите клиента в систему и предложите самый дорогой номер. |
One moment. I’ll just check it. It’s OK. We can offer you a similar room. One moment. I’ll put you in the system. Would you like one of our Executives? |
10. Выясните, как клиент будет оплачивать счет. |
How will the account be settled?
|
11. Запишите контакт. адрес и телефон. Если клиент останавливался раньше, просто проверьте их. |
Can you give me your contact details? Can I check your contact details? |
12. Дайте клиенту номер брони. |
OK. That’s reserved for you. Your reservation number is … |
13. Попросите о письменном подтверждении брони. |
I would be glad if you could just confirm a reservation in writing or by fax. We look forward to seeing you on … |
14. Завершите звонок. |
Thank you for calling. Good bye. |