(
课件网) Chapter 6 Sales and Marketing Department销售部 Unit 1 Making Reservations 预订 Training Objectives实训目标 After learning this unit, students will be able to: 1. Master the room types of a hotel. 2. Accept reservations. 3. Confirm reservations. 4. Suggest which room is suitable for customers. 5. Handle the situation when the hotel is fully booked. Working Procedures工作程序 Greetings→ Asking the Date of Arrival and Departure → Asking the Room Type→ Checking the Room Availability→ Telling the Room Rate→ Asking the Guest’s Name and Telephone Number→ Making the Confirmation →Expressing Appreciation and Good Wishes New Words and Expressions 1. reserve v. 预定 2. confirm v. 确认 3. rate n. 价格 4. front view 前景 5. rear view 后景 6. in the name of 以……的名义 Useful Words and Expressions Room type Price Time standard room 标准间 deluxe room 豪华房间 superior room 高档房间 presidential suite 总统套房 family suite 家庭套房 king-bed room 大床房 twin-bed room 双床房 sea view room 海景房 queen-size bed 大号双人床 extra bed 加床 studio couch 沙发床 cot 婴儿床 vacancy 空房 room rate 房间价格 special rate 特价 group rate 团队价格 contract rate 合同房价 deposit 预付 discount 折扣 guarantee 保证 credit card 信用卡 departure date 离开时间 arrival date 到达时间 duration of stay 入住天数 low season 淡季 peak season 旺季 Section C Practical Tips小贴士 I. Hotel Sales Hotel sales is a management-level position where you would be responsible for marketing and growing demand for guestrooms, meeting spaces and other hotel services to customer groups. Hotel hospitality and sales is one of the most important positions in the hotel. The business brought into the hotel by the sales team contributes directly to the hotel’s bottom line and is an important part of hotel profitability. The sales manager reports directly to the director of sales. II. Knowledge Needed to be a Hotel Reservationist Customer and Personal Service: Knowledge of hotel principles and procedures for providing customer and personal services. This includes understanding the customer needs providing quality standards for services, and evaluation of customer satisfaction. English Language: Knowledge of structure and content of the English language including the meanings and spelling of words, rules for composition and grammar and of course speaking. Public Safety and Security: Knowledge of exercise equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions. Transportation: Knowledge of transportation rules for moving people or goods by air, rail, sea, or road, including the relative costs and benefits. Section E Summary总结 In this unit, we have learned how to make reservations and how to confirm reservations. Staff members in Reservations determine the guest’s first impression of the hotel. They must be well-traine ... ...
