Unit Six Car ReservationService单元6车辆预订服务

Procedure of Service服务流程

Car reservation at the Concierge Desk

● Provide information about the car reservation, such as type of car, charge of car rental, etc.

● Ask for the guest's information, such as the guest's name, room number, type of car, destination, departure and return time, etc.

● Confirm the guest's information.

● Thank the guest for calling.

Car arrangement at the door

● Ask the guest whether he wants a taxi.

● Arrange a taxi waiting at the gate of the hotel.

● Tell taxi driver the destination of the guest.

Points of Service Language服务语言要点

1.Accepting car reservation接受车辆预订

Would you like me to call a taxi for you？

您需要我为您叫一辆出租车吗？

Would you like to reserve a car？

您要预订车辆吗？

What kind of car would you like to reserve？

您想要预订什么样的车？

There are compact car, sports car, jeep and coach to rent in our hotel.

我店有小轿车、跑车、吉普车和大客车供出租。

What time would you like to use the car？

您想什么时候用车？

Where would you like to go and when will you leave and return？

您想去哪里、何时离开、何时返回？

How many people will take the car？

有多少人乘车？

The rental charge of 5-seat car in our hotel is 500 yuan per day.

我店五座汽车的租车费用是每天500元。

2.The Reservation can not be made不能预订

Unfortunately, we are fully booked for（some car）but you can reserve...

很遗憾，……样的车都已订满，但您可以预订……

I'm sorry.I can't book you any car for the 8thof August.Is it possible for you to change your reservation date？

对不起。我不能为您订8月8日的车。可不可以换一个预订日期呢？

We don't have a coach available.Would you mind a jeep？

我们没有大客车了。如果是辆吉普车您介意吗？

Sorry, we won't have any cars that can be booked today.But we can recommend another car rental company if you like.

对不起，今天我们没有可以预订的车辆了。如果您愿意，我们可以为您推荐其他的租车公司。

Service Conversation 11 Calling a Taxi at the Hotel Gate

D:Doorman

S:Mr.John Stevens

D:Would you like me to call a taxi for you？

S:Yes, thanks.

D:Where to, sir？

S:To T3, Beijing International Airport.

D:OK, just a moment, please.

（The taxi is coming...）

D:Sorry to have kept you waiting, sir.Are there four pieces of luggage in all？

S:Yes.

D:Let me put them into the trunk.

S:OK, thank you very much.

D:You're welcome, sir.Hope to see you again.Good luck.

Practice Answer the questions according to the service conversation.

1.Where will the guest go？

2.What should the doorman do when the guest is leaving the hotel？

3.How should the doorman deal with the luggage that the guest takes？

Service Conversation 12 Car Reservation at the Concierge Desk

C:Concierge

S:M.r John Stevens

C:Good morning, this is the Concierge Desk, what can I do for you？

S:Is there car rental service in your hotel？

C:Yes, sir.We have many kinds of cars to rent.

S:Is there an SUV or jeep for rent? My wife and I want to go for an excursion in the Beijing suburbs.

C:Yes.There is a 5-seat Beijing Jeep for rent.

S:How much is the rental charge？

C:It is 450 yuan per day excluding fue.l

S:Well, the price is reasonable.I'll rent one jeep.

C:May I have your name and room number, sir？

S:No problem.My name is John Stevens, and my room number is 1106.

C:Would you mind telling me when you will use thejeep and where you would like to go？

S:No.We are going to Huairou County at 6 o'clock on Friday morning.

C:May I know when you will return to the hotel？

S:Yes.We plan to return in the evening, about 7 o'clock that day.

C:OK, sir.Let me confirm your rental information:Mr.John Stevens and his wife in Room 1106, a Beijing Jeep from 6 a.m.to 7 p.m.on Friday, that is, on August 15th; your destination is Huairou County.Is that all right？

S:Yes, that's right.

C:OK, sir.We'll arrange for onejeep to be waiting for you at the gate at 6 on Friday morning.The rental charge will be taken when you check out.

S:OK, I'll be waiting right there.Thanks.

C:Thank you for calling, sir.

Practice Answer the questions according to the service conversation.

1.Where will the guest go？

2.When will the guest leave from and return to the hotel？

3.What kind of vehicle will the guest rent？

Key Words and Expressions

SUV（sport-utility vehicle）（n.）运动型多功能车

jeep（n.）吉普车

charge（n.）收费，要价

rent（v.&n.）出租

rental（n.）出租

fuel（n.）燃料

reasonable（adj.）公道的，合理的

Points of Service Performance 服务演练要点

● When handling the car reservations, use the polite language.

车辆预订中注意使用礼貌服务用语。

● Ask for the guest's information, such as the guest's name, room number, kind of car, destination, departure and return time, etc.

询问客人的租车信息，如客人的姓名、房间号、车型、目的地以及往返时间等。

● After finishing the car reservation, make sure to confirm all of the information.

在完成车辆预订工作之后，一定要确认所有的信息。

Performance for Service模拟演练

Task A

Performance in pairs according to the following two cards.

Task B

Mr.Robin Williams and his colleagues are going to visit Yizhuang Economy and Technology Developing Zone on Tuesday April 22, at 10 a.m.and will return to the hotel at 6 p.m. that day.They plan to rent a business car from the hotel.The clerk Liu Ming at the Con-cierge Desk receives his call and explains the details of car rental service.Make a dialogue and try to fill in the following form according to the above information.

Position Knowledge岗位知识

The main types of the cars：

车辆的基本类型：

compact car小轿车sports car跑车jeep吉普车

coach大客车SUV（sport-utility vehicle）运动型多功能车

Exercises

Ⅰ.Topics for discussion.

1.How to confirm a car reservation？

2.What information should be confirmed in car reservation？

3.What should a doorman do when the guest wants a taxi？

Ⅱ.Write out the questions according to the answers.

1.____________________________________________________________

I'd like to reserve a coach with 30 seats tomorrow.

2.____________________________________________________________

I plan to return at 7 p.m.

3.____________________________________________________________

I'd like to go to the Great Wal.l

Ⅲ.Translate the following sentences into Chinese.

1.It's good for you to book a return tour by taxi.

2.Please wait a moment.The taxi is expected to come in 15 minutes.

3.We have a car in our hotel parking lot to take you to the airport.