Методические рекомендации к выполнению практического занятия Взаимодействие службы бронирования с потребителями. Виды п

Методические рекомендации к выполнению практического занятия

Тема: . Взаимодействие службы бронирования с потребителями. Виды передаваемой информации и каналы связи.

Количество часов:2

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

Задания

1 a. Read the conversation.

A: I‘d like to reserve a room for Wednesday the twenty third of April, please.

B: Yes, madam. For how many?

A: For two adults. A double room with bathroom if possible, please.

B: Two nights – that‘s the nights of the twenty third and twenty fourth of April, a night including breakfast. Would that be suitable?

A: Yes, that would be fine.

B: And the name, please?

A: Simons – Mrs. Mary Simons

B: Thank you. And do you know what time you‘ll be arriving, madam?

b. Complete the sentences spoken by the reservations clerk.

1. Yes, madam. Single, double or ?

2. And how many are you planning to stay, madam?

3. We can give you a twin room with en suite for $150 a , breakfast. Would that be ?

4. And the , please?

5. Do you know what you‘ll be arriving, madam?

2. Practise the conversations between the Reservations Clerk and the customer.

Dialogue 1

Customer: Have you got a room for tonight?

Reservations clerk: Yes, sir. Single room is it?

Customer: Yes. Your cheapest single room with bathroom.

Reservations clerk: Yes. And for how long, sir?

Customer: Just one night.

Reservations clerk: Fine. Our cheapest single room with bathroom

costs $150 including breakfast, service and VAT. Would that suit you?

Customer: Yes, that‘s fine. Reservations clerk: And your name is …? Customer: Heinrich Schwartz.

Reservations clerk: That‘s fine, Mr. Schwartz. The room number is

217. If you wouldn‘t mind filling this form in …

Dialogue 2

Customer: Can I reserve a room for the day after tomorrow,

please?

Reservations clerk: Yes, sir. Single, double or twin?

Customer: Oh, err… twin, please. Reservations clerk With bathroom or without? Customer: Is there much difference in price?

Reservations clerk Well, it‘s US $ 100 per night without bathroom

and US $120 with bathroom en suite.

Customer: With bathroom then, please.

Reservations clerk And how many nights would you be staying?

Customer: Four nights.

Reservations clerk: Very good, sir. That‘s a twin room with

bathroom for four nights from July 24^th to 29^th. And what was the name, please?

Customer: Mr. and Mrs. McPherson.

Reservations clerk: And have you any idea when you‘d be arriving,

sir?

Customer: Quite late … perhaps about half past nine.

Reservations clerk: Very good, Mr. McPherson. I‘ve reserved the

room for you. We look forward to seeing you tomorrow night.

Dialogue 3

Customer: Hello. I‘d like to reserve a room for two adults

and a child for Tuesday the fourth of September.

Reservations clerk: Tuesday the fourth of September … two adults

and a child … and how long would you be staying?

Customer: For two nights.

Reservations clerk We could give you a twin room and put an extra

bed in it. Would that be suitable?

Customer: What would the charge be?

Reservations clerk How old is the child?

Customer: He‘s ten.

Reservations clerk Well, there would be no charge for the child.

Including breakfast, the charge would be $175 per night.

Customer: That‘s OK then.

Reservations clerk: Very good, sir. And could I have your name,

please?

Customer: The name is Black, David Black and family.

Reservations clerk: That‘s fine Mr. Black. I‘ve reserved a room for

you for two nights, the fourth and fifth of September.

3. Read the information about making hotel reservations and answer the questions.

Making Hotel Reservations

A hotel receives reservation requests in different ways: by telephone, by fax or e-mail, SDC and on-line booking. Telephone bookings are most common in many hotels.

The advance reservations clerk completes a reservation card writing the full name of the guest, the country, the number of nights, the number of rooms, the room type, the contact telephone number/fax number, the date of reservation.

Then the information is entered into a computer under the reservation number.

Oral telephone booking requests are due to be confirmed in writing. Fax written booking requests are usually sent by companies and travel agencies.

The written booking request should indicate as follows: full name of the guest; arrival date and departure date; type of room; form of payment; company name; additional services (airline tickets, transportation, etc.)

The confirmation or refusal to a booking request should be given in writing.

To make on-line booking a client chooses a room available on the hotel website, then fills in and transmits a reservation form by e-mail. On receiving the guarantees of payment the hotel e-mails a booking confirmation to the client.

Reservation may be guaranteed and non-guaranteed. The guaranteed reservation is a reservation with a registered confirmation. The hotel

guarantees that the client will be provided with the accommodation he‘s booked. The hotel payment is guaranteed even in case of the client‘s no-show.

The reservation may be guaranteed by: an advance payment by bank transfer; a deposit payment; a credit card; a company‘s guarantee letter; a tourist voucher.

In case of non-guaranteed reservation the guest is not guaranteed that he will be provided with the room he has booked.

If the guest doesn‘t check in until 6 p.m. the reservation may be released by the hotel to avoid incurring losses.

If the guest arrives after the cancellation hour the hotel can provide him any other room available.

Домашнее задание: выучить один из предложенных диалогов