Методические рекомендации к выполнению практического занятия Поведение в конфликтных ситуациях с клиентами при бронировании.

Методические рекомендации к выполнению практического занятия

Тема: Поведение в конфликтных ситуациях с клиентами при бронировании.

Количество часов:2

Цели: Пополнение лексического запаса. Развитие навыков монологической речи. Развитие навыков чтения про себя. Совершенствование грамматических навыков.

 Задания для студентов:

1.     Изучить материал, приведенный ниже.

2.     Выписать незнакомые слова.

3.     Прочитать и перевести диалоги.

4.     Для закрепления материала занятия заполнить форму, приведенную ниже.

5.     Письменные ответы выслать на электронную почту преподавателя.

Mr. Knudsen, the Advance Reservations Clerk at the Regent Hotel, is busy on the phone. Read the conversations and complete the Standard Reservation Form.

First Caller

-         Advance Reservations. Can I help you?

-         Yes. I‘d like to book a twin-bedded room from the afternoon of 21^st August to the morning of 27^th.

-         Yes, we have a twin-bedded room available for those dates. The rate is

$200 per night, including continental breakfast.

-         That will be fine.

-         Could I have your name, please?

-         Yes, it‘s Mr. James.

-         J-A-M-E-S?

-         Yes, that‘s right. 42, Station Road, York, England.

-         Have you the post code, please?

-         Yes, it‘s Y02 1JG.

-         42, Station Road, York Y02 1JG, England… Good. And your telephone number?

-    094-53666.

-         Right. Thank you. I‘ll send you a reservation card by post confirming your booking, Mr. James. And we look forward to your visit.

-         Thank you very much. Goodbye.

-         Goodbye, sir.

Second caller

-         Advance Reservations. Can I help you?

-         My name is Dalbret. I‘d like to book a single room for 25^th August.

-         I‘m very sorry, sir. We have no single rooms available on that date. I can put you on the waiting list and ring you if there‘s a cancellation.

-         Thank you, but could you give me the name of another hotel?

-         Try the Hotel Central, sir.

-         Hotel Central. Thank you very much.

-         Not at all. Thank you for calling.

Third caller

-         Good morning. This is Frau Schmidt of Holstein AG, Hamburg. I want to reserve a single room for Herr Lang, our Marketing Manager.

-         Yes, Frau Schmidt. When does he require the room?

-         For the night of 24^th August. And Herr Lang would like a quiet room away from the street.

-         For 24^th August. Certainly. Could you give me your address, please?

-         Yes, it‘s Postweg 45, 2000 Hamburg 22.

-         Could you please spell ‗Postweg‘, please?

-         Yes, it‘s P-O-S-T-W-E-G.

-         Postweg 45, 2000 Hamburg 22.

-         Right. Oh, and would send us the bill, please?

-         Of course. And thank you for calling.

-         Thank you. Goodbye.

Fourth caller

-         Advance Reservations. Can I help you?

-         Yes, do you have a double room with shower from the 19^th to the 23^rd August, with full board, please?

-         One moment, please… Yes, we have.

-         What is the daily rate?

-         $ 300 per person.

-         Fine. Could I make a booking, please?

-         Certainly. Your name, address and telephone number, please.

-         My name is Roberts and the address is P.O. Box 743, NL-1017 Amsterdam. The telephone is 02-16 45 72. Could I also have garage space for my car?

-         Certainly, Mr. Roberts. I‘ll reserve you a space. Anything else, sir?

-         No, that‘s all, thank you.

-         Thank you very much. Goodbye.

-         Goodbye.

Домашнее задание: выучить один из приведенных выше диалогов, составить свой диалог, используя образцы. Заполнить форму.