模塊二項(xiàng)目1客房預(yù)訂(文件)
【正文】 ?將更改單存檔 ?處理未確認(rèn)預(yù)訂 ?完成更改預(yù)訂 情境一：預(yù)訂變更 工作內(nèi)容 詢問要求 填寫預(yù)訂單 與原始預(yù)訂單放一起 無合適房間：等候名單 感謝。另據(jù)前臺(tái)歷史資料分析，飯店旺季延期住宿率為 5％，臨時(shí)取消率為 ％，問預(yù)訂處 7月 2日可超額訂房多少？其超訂率是多少？ 工作任務(wù)七 特殊情況處理 如何處理？？ 情境一：失誤 情境六：．．． 情境五： 變更不能滿足 情境四： 客人要房價(jià)折扣 情境三： 客人指定房號(hào) 情境二： 客人訂房時(shí)無房 情境七：．．． 本項(xiàng)目 案例 客人取消了預(yù)訂 假日酒店未來某一日客房預(yù)訂情況非常好，這令每一位預(yù)訂員都十分開心，這時(shí)預(yù)訂員小張接到了一位客人的電話預(yù)訂，在客人詢問完房價(jià)之后要求小張給予一定的折扣，小張毫不猶豫的說： 對不起先生，我們那天的訂房快要滿了，所以不能打折 ”。 (Plane) ?May I know the flight number and arrival time? ?What time will you arrive hotel? 您將乘什么到達(dá)？ 可以告知您的航班號(hào)和抵達(dá)時(shí)間嗎？ 您將什么時(shí)候到達(dá)我們酒店？ 前廳預(yù)訂常用語句 ?May I have your surname and first initial， please？ 我可以知道您的姓和大名的第一個(gè)字母嗎？ 區(qū)分 surname=last name=family name 姓 first name=given name 名 前廳預(yù)訂常用語句 ?Let me confirm the detail with you. ?We can guarantee the room until 6:00 pm. ?I?m sorry, but all rooms are taken. 前廳預(yù)訂對話 Staff: Good morning. Reservation. Sunny speaking. May I help you? Guest: I ?d like to reserve a room for next Thursday the 18th. Staff: Yes. For how many nights, please? Guest: Three nights. Staff: And what type of room do you prefer? 前廳預(yù)訂對話 Guest: A deluxe single room. Staff: I can do a deluxe single room for RMB 860 per night. Guest: I?ll take a deluxe single room. Staff: How are you arriving? Guest: By air. Staff: May I know the flight number and arrival time? 前廳預(yù)訂對話 Guest: Yes, flight cz6425,arriving huanghua international airport at 14:30 pm. I?m arriving the hotel at 15:30 pm. Staff: Ok. May I have your surname and first name? Guest: Yes, my name is Mr. Curtis. Brown. Staff: May I have your telephone number? Guest: 13645789120 前廳預(yù)訂對話 Staff: Do you wish to guarantee the room? Guest: Yes, I need to guarantee by credit card. Staff: May I know the type of card and the card number? Guest: Yes, it?s my visa, the card number is 864320232105. 前廳預(yù)訂對話 Staff: Thanks, Mr Brown. Let me confirm the details with you, Mr Brown, one deluxe single room arriving on Thursday , for three nights. The room rate is RMB 860 per night. This is a guaranteed reservation, your credit card number is 864320232105. You?ll arrive hotel at 3:30 pm. Am I correct? Guest: Yes. Thanks for your help. Goodbye. Staff: Goodbye. 課后作業(yè) +任務(wù) ?記住 規(guī)范的預(yù)訂服務(wù)用語 ?試著登
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