Part One Accepting Reservations

　　Part Two Fully Booked

　　Part Three Canceling a Reservation

　　Words and Expressions

　　Exercises

　　Part One Accepting Reservations

　　（C = Clerk， G = Guest）

　　C： Good morning. This is Room Reservations. May I help you？

　　G： Yes. I'd like to reserve a room for three days， please.

　　C： For which date？

　　G： For September 15th to 18th.

　　C： How many guests will there be in your party？

　　G： Just my wife and myself.

　　C： Which kind of room would you like， a double or a twin？

　　G： A twin， please.

　　C： Would you hold the line， please？ I'll check our room availabilities for those days. …… Thank you for waiting， sir. We have a twin at 480 yuan and another at 380 yuan. Which would you prefer？

　　G： We'll take the one at 480 yuan.

　　C： Certainly， sir. May I have your name， please？

　　G： White. W-H-I-T-E.

　　C： Mr White， may I have your phone number， please？

　　G： Yes， the number is 362-4468.

　　C： 362-4468. Is this your home phone number？

　　G： Yes， it is.

　　C： What time do you expect to arrive， Mr White？

　　G： Oh， about 6：30 p.m.， I suppose.

　　C： Well， I'd like to confirm your reservation. A twin room for Mr. White at 480 yuan per night for three nights from September 15th to September 18th. My name is Zhang Hong and we look forward to serving you.

　　G： That's fine.

　　C： Thank you， Mr. White. Good-bye.

　　G： Good-bye.

　　Part Two Fully Booked

　　（C = Clerk， G = Guest）

　　C： Advance Reservations. Good morning. Can I help you？

　　G： Yes， I'd like to reserve a single room for September 24th.

　　C： Just a moment， please. I'm sorry， sir. We are fully booked on that date.

　　G： 0h， that's too bad.

　　C： Is it possible for you to change your reservation date？

　　G： No， that's not possible.

　　C： Would you like us to put you on our waiting list and call you in case we have a cancellation？

　　G： Thank you. That's very kind of you. But could you recommend me another hotel which won't be full up？

　　C： Yes， of course. Where would you rather like to be， in the city center or in the suburbs？

　　G： I prefer a place close to the city center because most of our clients' offices are in the downtown business section.

　　C： In that case， I would suggest that you try International Hotel.

　　G： Do you know the rate per night for a single there？

　　C： Well， there is a minimum price for off-season stay and a maximum price for peak-season stay. A single with shower at the moment would run you between 380 yuan and 480 yuan.

　　G： I see. One last thing， do you know the telephone number？

　　C： Yes， it's 500-4305. Shall I call the hotel for you now？

　　G： No， thank you very much. I really appreciate your help. Good-bye.

　　C： Good-bye， and thank you for calling us.

　　Part Three Canceling a Reservation

　　（C = Clerk， G = Guest）

　　C： Room Reservations. May I help you？

　　G： Yes. I'd like to cancel a reservation， because the travel schedule has been changed.

　　C： That's OK. Could you tell me in whose name was the reservation made？

　　G： White. W-H-I-T-E.

　　C： And what was the date of the reservation？

　　G： From September 15th for 3 nights.

　　C： Excuse me， but is the reservation for yourself or for another party？

　　G： It's for my boss.

　　C： Well， may I have your name and phone number， please？

　　G： Yes， it's Ellen Green， and my number is 245-3971.

　　C： Thank you， ma'am. I will cancel Mr White's reservation for September 15th for 3 nights. My name is Wang Ying and we look forward to another chance to serve you.

　　C： Thank you the same. Miss Wang.

　　G： It's my pleasure. Goodbye.

　　Words and Expressions

　　book

　　v. 预计，订购

　　appreciate

　　v. 感激，感谢，欣赏

　　look forward to （sth. / doing sth.）

　　希望……，盼望……

　　ma'am = madam

　　n. 女士，小姐，太太

　　waiting list

　　等候名单

　　prefer

　　v. 喜欢

　　availability

　　n. 可用性，有效性，可得到的人员（或东西）

　　expect

　　v. 期望，预计

　　suppose

　　v. 认为，假使

　　confirm

　　v. 确信，确认

　　in case

　　假使，以防万一

　　in that case

　　假使那样的话

　　recommend

　　v. 推荐

　　be full up

　　满了，住满

　　client

　　n. 客户

　　downtown

　　n. 闹市区

　　business section

　　商业区

　　rate

　　n. 房价，比率

　　minimum

　　n.& a.最少（的），最小（的）

　　maximum

　　n.& a.最多（的），最大（的）

　　off-season

　　n. 淡季

　　peak-season

　　n. 旺季

　　schedule

　　n. 日程，时刻表

　　Exercises

　　Topics for Discussion

　　1. You are a clerk at the Room Reservations. You're now receiving a reservation.

　　1） What would you ask first？

　　2） How would you find out what kind of room the guest wants？

　　3） How would you find out for how long the guest wants to stay？

　　4） How do you confirm a reservation if the guest wants to have a single room for two nights from June 15th？

　　5） If your hotel is fully booked （reserved）， how would you refuse the booking politely？

　　2. If you are a clerk at the Room Reservations， how would you confirm a cancellation？

　　Role Play

　　1. Client： Your name is White. You'd like to book a double room with shower for September 2nd and 3rd.

　　Hotel reservationist： You answer the phone and accept the booking.

　　2. Client： Your name is Brown. You want to book a double room for September 1st. As the hotel you are calling is fully booked， you'd like to change to another one.

　　Hotel reservationist： You answer the phone and refuse the reservation. You can give him some suggestions.

　　3. Client： You've booked a single room for October 12th to 15th. And you have to cancel a reservation for some reason.

　　Hotel reservationist： You answer the phone and cancel the reservation with normal procedure.

　　Complete the following：

　　1. A： Room Reservations. __________？

　　B： Yes， I'd like to book a room for my boss， Gary Brown.

　　A： __________？

　　B： A double room with bath. __________？

　　A： It's 300 yuan. __________？

　　B： A week.

　　A： __________？

　　B： 0n the 20th.

　　A： __________？

　　B： No， thanks.

　　A： __________？

　　B： That's right. Thank you.

　　A： Thank you. Good-bye.

　　2. A： Good morning. __________. Can I help you？

　　B： Yes. I'd like to book a room for Miss Mary Chen. She plans to arrive on the 26th this month.

　　A： __________， sir？

　　B： Not quite sure. It could be a week.

　　A： A moment， please. I'll check __________. Oh， I'm sorry our hotel is fully booked in that period， but we can __________.

　　B： But， why……

　　A： I'm awfully sorry. Would you please __________， sir？

　　B： 311-8119. Mr Baker.

　　A： Thank you for calling. Good-bye.

　　Put the following into English：

　　1. 友谊饭店，预定部，下午好！可以为您效劳吗？

　　2. 先生，请问您要什么样的房间，是单人间还是标准间？

　　3. 我想订5个双人房间。9月8日至9月14日。

　　4. 请稍候，我查一下那几天是否有空房。……对不起，让您久等了，4月15日有双人房。

　　5. 双人房间60美元一个晚上。请问您贵姓？

　　6. 请问您什么时候到达？

　　7. 我想订一个朝南的单人房间。6月4日用。

　　8. 请等一下。对不起，先生，6月4日本店客满。

　　9. 1间双人房朝阳面的每晚140美元，背阴面的每晚115美元。

　　10. 我可以把您列入等房间的客人名单。一有人取消订房就打电话给您，好不好？

　　Put the following into Chinese：

　　1. I'm sorry， but we're fully booked for single rooms. Would you like to have a double one？

　　2. This is the busiest season. I'm very sorry， but could you call us again later this week？ We may have a cancellation.

　　3. We offer 10% discount for group reservation， sir.

　　4. We'll note down your request and if two twin rooms with a connecting door become available， we'll reserve them for you.

　　5. Could you give me your address， sir？ We'll send you a confirmation letter right away.

　　6. I'm rather tall and I'd like a room with a very large bed.

　　7. We hope we'll have another opportunity of serving you.

　　8. We have single rooms， double rooms， suites and deluxe suites in Japanese， British， Roman， French and Presidential styles.

　　9. The room may have been reserved in the name of the person who made the reservation.

　　10. A Letter Reserving a Room

　　Feb. 12， 2002

　　Dear Sir，

　　From the local tourist office I have learnt that Wuxi Lihu Garden Resort is the right place for holidays. On a list of recommended hotels I found the name of your hotel.

　　My family and that of my friend wish to spend about a fortnight at your hotel. We require two double rooms， each with a private bath， and one twin-bedded room with a shower.

　　Would it be possible to let us have these rooms for the period from Feb. 20th to Feb. 24th？ Kindly let us know your terms.

　　I am looking forward to your early reply.

　　Faithfully yours，

　　（Signature）

　　Reading Material

　　The advance reservationist belongs to the Front Office Department. He/She works at the Front Desk by the lobby. His/Her responsibility includes answering questions， concerning reservations， booking and assigning rooms for guests who request rooms in the hotel. He/She also takes reservations， cancellations and revisions and writes and sends out the hotel's letters of confirmation.

　　Advance reservations are made in different ways. Some people send reservation letters to the hotel. Others go directly to the hotel and make reservations in person or call the hotel and make reservations over the telephone. （But it is usually necessary for guests who make a reservation by telephone to confirm their booking in writing.） Still others telegraph the hotel for rooms.

　　Today， fax reservation has become more popular. This is because， with fax， the communication is instantaneous. The hotel can confirm a guest's booking immediately with a reply fax and incoming fax from the guest can be kept as the confirmation of the guest's booking.

　　A recent development in the hotel advance reservations business is the introduction of a computerized reservation network linking the different hotels in a hotel chain with each other， with major airline seat reservation systems and with the computer terminals in the offices of important travel agencies. Thus the guest's reservation is very much facilitated. For now the guest can simply go to either a travel agency or an airline office or a hotel and have all his travel arrangements made.

　　When a reservationist receives a reservation request， he/she first checks the hotel's booking situation and see if the hotel has any vacancy during the specified period. If the hotel is able to accept the booking， the reservationist would fill out a reservation form and record the information in a reservation diary.

　　Questions

　　1. Please tell about the job responsibility of the advance reservationist.

　　2. In which ways are advance reservations made？

　　3. What kind of advance reservation do you think would be popular in the future？ Why？

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