- •Процедура выезда из отеля
- •Бронирование тура
- •Бронирование номера для бизнес-клиента
- •Выбор места для проведения конференции
- •Прокат автомобиля
- •Процедура регистрации в аэропорту
- •Прохождение таможенного контроля
- •Разговор туроператора с менеджером отеля
- •Разговор туроператора с менеджером отеля
- •Предоставление информации о достопримечательностях
- •Предоставление информации о мерах предосторожности
- •Внесение изменений в бронирование тура
- •Бронирование столика в ресторане
- •Принятие трудного телефонного звонка
Внесение изменений в бронирование тура
Инструкции |
лексическое наполнение |
1. Поздоровайтесь, представьтесь и предложите помощь. |
Pacific Travel Company. James speaking. How can I help you? |
2. Попросите номер бронирования. |
Certainly. Do you have your confirmation form with you? |
3. Найдите забронированный тур в базе данных и выясните у клиента, какие изменения он хочет внести. |
That’s a …-day … Tour for a party of …, departing on …. What changes would you like to make? |
4. Внесите все необходимые изменения. |
Just let me check. Yes, that’s confirmed. The coach leaves at … from … Terminal in …. The coach arrives back in … at …. Ok, I’ll make that change for you. I’m sure there will be no problem. |
5. Потвердите внесенные изменения. |
Now, I’ll just confirm those changes. That’s a group of …, for the ...-day ... Tour, departing from ... at ... on .... and arriving back in … at…. The hotel accommodation at ... is … rooms. |
6. Предложите послать факс-потверждение о внесенных изменениях. |
I’ll send you a fax today to confirm these changes. |
7. Завершите звонок. |
You’re welcome. Goodbye. |
Date: 5th March From: Travel Agency To: Mrs. White Attention: No. of pages: 1
Thank you for your booking of a tour in our travel agency. I have made the changes in your tour as you requested.
So it’s a two-day Mount Cook National Park Tour for a group of 13, departing from Newmans Terminal at 8.20a.m. on Tuesday 24th March. The motel accommodation at Mount Cook is 5 double rooms and 1 triple room.
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 or call us. Thank you for choosing our agency and I hope you enjoy your journey.
Regards,
………………
Travel Agent
Card 29
1) You are the restaurant manger. A customer is calling you to reserve a table. Conduct a reservation procedure.
2) You work in the restaurant. The manager gives you the following instructions. Read them and write a fax-confirmation about table reservation.
Could you send a fax to Mr. Kruger? Thank him for the table reservation for 6 people for 6 p.m. on 10th March and say that’ll be fine. Ask him to contact us, if he has any questions.
Бронирование столика в ресторане
инструкции |
лексическое наполнение |
1. Поздоровайтесь, представьтесь и предложите помощь. |
Restaurant Flamenco. James speaking. How can I help you? |
2. Расскажите о том, в какое время работает ресторан. |
We open from Tuesday to Sunday. We close on Mondays. |
3. Расскажите, в какое время в ресторане подаются обед и ужин. |
We serve lunch from twelve o’clock to three o'clock p.m. We serve dinner from seven o’clock to 11.00 p.m. |
4. Забронируйте для клиента столик. |
We're always busy on …. We sometimes have cancellations but I'm afraid we're fully booked on … the …. Oh, but I have a table on the …. |
5. Подтвердите бронирование. |
So that's a table for … at … on …. |
6. Узнайте имя клиента. |
What name is it, please? Can you spell it for me? |
7. Завершите звонок. |
OK. We look forward to seeing you on…. |
Date: 8th March
From: Restaurant
To: Mr. Kruger
Attention:
No. of pages: 1
Thank you for your table reservation for 6 people. I have reserved it for 10th March for 6 p.m. as you requested. 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 or call us. Thank you for choosing our restaurant and I hope you enjoy it.
Regards,
………………
Reservations clerk
Card 30
1) You are a reservation clerk at the hotel. A customer is calling you to make a reservation. The line is very bad. Take a difficult phone call.
2) You are the Hotel Manager. Write a memo to a new staff about telephone etiquette.