- •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
Бронирование номера для бизнес-клиента
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. Предоставьте клиенту информацию о бизнес услугах в вашем отеле (специальных услугах для деловых женщин, гостей из других стран, например Японии). |
All rooms have satellite TV with pay-per-view facilities, multi-line phones, there's Internet access for sending emails, accessing websites, and for finding out information about the hotel. Both the minibar and the electronic safe are standard in all rooms. But the printer, photocopier, and fax facilities are in the business centre just opposite reception. The center’s fully equipped and you will find there everything that a busy executive needs: slide or overhead projectors, a large white maker board, a flip–chart, and supply of stationery. |
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, останавливался ли клиент в отеле раньше. |
Have you stayed with us before? |
7. 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? |
8. Выясните, будет ли клиент оплачивать счет кредитной карточкой или наличными. |
Will you be paying by credit card or by cash?
|
9. Если кредитной карточкой, попросите дать ее номер как подтверждение брони. Если наличными, попросите прислать письменное подтверждение брони. |
Can I have the number of your credit card? I would be glad if you could just confirm your reservation in writing or by fax. |
10. Запишите контактный адрес и телефон. Если клиент останавливался раньше, просто проверьте их. |
Can you give me your contact details? Can I check your contact details? |
11. Дайте клиенту номер брони. |
OK. That’s reserved for you. Your reservation number is … We look forward to seeing you on... . |
12. Завершите звонок. |
Thank you for calling. Good bye. |
A letter to business customers
Dear Guest,
We are pleased to announce that we have recently completed a new Business Floor in our hotel which has been designed to meet the needs of business travelers.
On the Business Floor, you will find everything that a busy executive needs: fax / copier, phones and PC with printer. A VHS players and teletext television are conveniently situated for group viewing. There is a ceiling–mounted screen for use with slide or overhead projectors, a large white maker board, a flip–chart, and supply of stationery. In addition to this, we also consider needs of businesswomen as for the location of rooms and security measures. We can offer businesswomen rooms near the lift and on one of the lower floors with full-length mirrors and a range of toiletries in the bathroom.
We look forward to welcoming you to the Premier Palace Hotel again.
Yours faithfully,
……………………
Promotion Executive
Card 20
1) You are the Hotel Manager. A Conference Coordinator is coming to you to choose a place for holding a conference in your hotel. Recommend him several options and choose the most suitable.
2) You work at the Hollway House Hotel in London. You have received a letter from the potential client asking information about your conference package. Answer the letter describing your conference facilities. In paragraph 1 thank the customer for interest in your hotel, in paragraph 2 describe your Conference Centre, in paragraph 3 describe the equipment and the support services, in paragraph 4 write about prices. Invent any necessary information.