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There are 1 steps involved in the booking process (步骤).First, the reservationist receives an inquiry (询问) in person, 2 the phone, through the mail, by fax or through a central reservation system.Second, when a 3 receives a reservation request, he first 4 the hotel’s booking situation and sees if the hotel has 5 vacancies during the specified period.Third, the reservationist makes a reservation record, which should include the guest’s name,home 6 , telephone number, the number of people in a guest’s 7 , the expected time of arrival, and any special requirements.Fourth, the reservationist 8 out a confirmation of the reservation.Fifth, the reservationist maintains the reservation record by 9 any changes or cancellations as needed.10 , the reservationist produces management reports that summarize daily reservations activities.

1.vacancy ['veɪkənsɪ] n.空房间　　　　3.extend [ɪks'tend] v.延长

2.record ['rekɔːd] n.记录　　　　　　 4.shame [ʃeɪm] n.遗憾

Pair work.Role-play the following situations.

1.Student A:You have booked a deluxe single in the Rose Hotel for one night.Now you call the hotel again because you want to extend your reservation for one more night.

Student B:You are a reservationist.Answer the phone and tell the guest he has to move to a single room for the final day if he wants to stay one more night.

2.Student A:You have booked a double room in the Garden Hotel for three days.Now you have to cancel the reservation and explain why.

Student B:Answer the call and accept the cancellation in an appropriate way.

5.2　 Study the following dialogue between the sales manager and a guest and then act it out in pairs.

(S:Sales Manager; G:Guest)

S:Good morning, sir.Welcome to our hotel.I am Jack, the sales manager.How may I help you?

G:Good morning.I would like to book a room for my boss.

S:Here is a brochure of the rooms, their rates and tariff charges.What kind of room would you like to have?

G:Well, my boss will be arriving with his wife and two children.

S:In that case I suggest a family suite.I'll show you to one of our suites.This way, please.

G:OK.Thank you.(At the suite)

S:This is a typical layout of our family suites.Two adjoining rooms, with a king-size bed in one and twin beds in the other.

G:This looks fine.What’s the room rate?

S:It’s 2,300 Yuan per night.This price includes two breakfasts.If the children are coming along, we can offer another two complimentary breakfasts for them.

G:That’s great.I’ll book the suite for 3 nights.

S:When will they be arriving?

G:The day after tomorrow.I’ll be picking them up from the airport at 9:00 a.m., so we should be arriving before noon.

S:That’s fine.I’ll block this unit for them.

A man wrote to a hotel to make reservations and asked if dogs were allowed.The hotel manager answered his letter as follows:

“I’ve been in this business for thirty years.I’ve never had to call the police to eject (驱逐) a disorderly dog.Never had a dog set fire to a bed with a cigarette.I’ve never found a hotel towel or blanket in a dog’s suitcase.Certainly the dog will be welcome.”