版權說明:本文檔由用戶提供并上傳,收益歸屬內(nèi)容提供方,若內(nèi)容存在侵權,請進行舉報或認領
文檔簡介
WorkplaceEnglishforHotel酒店職業(yè)英語chapter1前廳篇PPTChapter2客房篇PPTchapter3餐飲篇PPT全套可編輯PPT課件
UnitOne
RoomReservation
Chapter1WorkinginFrontOfficeDepartmentABAnsweringphones,managefaxesandfilesconcerningreservations.CProcessingrevisingandcancellationEEtc.Whatisaroomreservationist?DConfirmingreservationsJobProfileofRoomReservationist:MakingroomarrangementmadeinadvanceCatalogue123456TaskDecompositionTaskFulfillingTaskReinforcementTaskExtendingProfessionalAdvancement7TaskDescriptionPeerAssessmentTaskDescriptionClient:Mr.AlanSmithandhiswifeHotel:QingdaoLeMeridienHotelRoomtype:
adoubleroomwithseaviewNights:5Dailyrate:RMB960yuan,excludingbreakfastArrivaldate:July7thMobilephonenumberask1:AnFITReservationbyPhoneClient:MissLiMei,thetourguideofHangzhouCITS,callingforBeijingTourGroupHotel:JWMarriottBeijingRoomtype:8twinroomsand2doubleroomsDates:FromMay15thto18thRoomrate:
RMB1158Yuanforatwinroompernight,andRMB1725yuanforajuniorsuite,bothincluding2breakfastsContactnumber:0571-8709-7653Payment:BycreditcardTask2:AGroupReservationTaskDecomposition2.1TypesofHotelRoomssingleroomdoubleroomkingsizebedroom
queensizebedroom2.12.22.3TWBtripleroomfamilyroomdisabledroom2.12.22.3suitejuniorsuitedeluxesuitepresidentialsuite2.12.22.32.2WordsChargingavailable/??ve?l?bl/check/t?ek/perexclude/?k?sklu:d/holdthelineroomratelookforwardto(doing)adj.可獲得的;有空的;可購得的;能找到的vt.&vi.檢查,核對prep.(表示比率)(尤指數(shù)量,價格,時間)每vt.排除,不包括勿掛電話,稍等一會房價期望,盼望;矚望2.12.22.32.3WorkingProceduresandUsefulSentencePatterns2.3.4Askforthefollowinginformation2.3.6Expressyourwishes2.3.3Searchforroomsavailableoncomputer2.3.1Greetingguests2.3.5Confirmthereservation2.3.2Askguestsforreservationinformation.2.12.22.32.3.1GreetingguestsAQingdaoLeMeridienHotel,Reservations.CanIhelpyou?CWhatcanIdoforyou?BJWMarriottBeijing.Reservations.
HowmayIhelpyou?2.12.22.3Dateofarrivalanddeparture:Forwhichdates,MissLi?Whatdatewillthatbe?Howlongwillyoustay?Howmanynightswillyoubestaying?Yourarrivalanddeparturedate,please?Howlongdoyouplantostay?2.3.2Askguestsforreservationinformation.2.12.22.3Numberofpeople:Howmanypeoplearethereinyourparty?
01Howmanypeoplewouldthatbe?022.3.2Askguestsforreservationinformation.2.12.22.3Whatkindofroomwouldyoulike,sir?Whatkindofroomwouldyouprefer,sir?Roomtypeandnumberofrooms:2.3.2Askguestsforreservationinformation.2.12.22.32.3.3SearchforroomsavailableoncomputerCouldyouholdtheline,please.Letmecheck...AOnemoment,please.Letmecheckthereservationlist...B2.12.22.32.3.4AskforthefollowinginformationNameofguestorgroup:
Couldyougivemeyournameplease,sir?
MayIhaveyouname,please?Guest’scontactnumber:
Couldyouleaveyourphonenumber,please?
What’syourtelephonenumber,please?2.12.22.3I’vebookedyouadoubleroomwithseaviewfromJuly7thtoJuly11th.8twinroomsand2juniorsuitesfromMay15thto18th.02012.3.5Confirmthereservation2.12.22.3
2.3.6ExpressyourwishesWelookforwardtoseeingyou.Welookforwardtoyourstaywithus.2.12.22.3TaskFulfillingClientHotelnameRoomtypeDatesRoomrateContactnumberArrivaldate
SampleconversationsIdentifytheinformationafteryoulistentoeachoftheconversations:3.13.23.1SampleconversationaboutmakinganFITreservation
(R:Reservationist;S:AlanSmith)R:LeMeridienQingdao,Reservations.CanIhelpyou?S:Yes.I’dliketobookaroominyourhotel.R:Whatkindofroomwouldyoulike,sir?S:I’dliketobookadoubleroomfromJuly7thtoJuly11th.R:Yes,wedohaveadoubleroomavailableforthosedates.S:Oh,good.Isitpossiblethatwehavearoomwithseaview?Mywifelovesitverymuch.R:Couldyouholdtheline,please.Letmecheck...Yes,wecanofferyouadoubleroomwithseaview.3.13.23.1SampleconversationaboutmakinganFITreservationS:Great.Howmuchisit,then?R:Theroomrateis960Yuanpernight,excludingbreakfast.S:OK.I’lltakeit.R:Good.Couldyougivemeyournameplease,sir?S:Yes,it’sAlanSmith.R:Thankyou,Mr.Smith.Haveyoustayedwithusbefore?S:Er,no.It’llbeourfirsttimeinQingdao.MywifeandIaregoingtospendourhoneymoonthere.R:Oh,great.I’msureyou’llenjoyit.MayIhaveyoutelephonenumber,please?S:Sure.It’s136-8976-3546.3.13.23.1SampleconversationaboutmakinganFITreservationR:136-8976-3546,amIright?S:Yes.R:Whattimewillyoubearrivingthen,Mr.Smith?S:Around3:00p.m..R:Thankyou,Mr.Smith.I’vebookedyouadoubleroomwithseaviewfromJuly7thtoJuly12th.Welookforwardtoyourstaywithus.S:Thankyou.Goodbye.R:Goodbye.3.13.23.2Sampleconversationaboutmakingagroupreservation
(R:Reservationist;L:LiMei)R:JWMarriottBeijing.Reservations.HowmayIhelpyou?L:Yes.ThisisLiMeicallingfromHangzhouCITS.I’dliketoreserve8twinroomsand2juniorsuitesformygroup.R:Forwhichdates,MissLi?L:FromMay15thto18th.R:Onemoment,please.Letmecheckthereservationlist...Yes,wecanconfirm8twinroomsand2juniorsuitesforthosedates.L:Thankyou.Canyoutellmetheroomrates,please?R:Yes.Atwinroomis1,158Yuanpernightandajuniorsuiteis1,725Yuan.3.13.23.2Sampleconversationaboutmakingagroupreservation
L:Withorwithoutbreakfast?R:Breakfastisincluded.L:That’sfine.Anydiscountforagroupreservation?R:Yes.Wehaveaspecialrateforgroupreservation.We’llgiveyou10percentoff.L:Good.Pleasemakeitaguaranteedreservation.R:Verywell.Thenhowwouldyouliketopay,MissLi?Adepositisrequiredforaguaranteedreservation.L:CanIpaywithmyVisacard?R:Sure.CouldIhavethecreditcardnumberandexpirationdate,please?3.13.23.2Sampleconversationaboutmakingagroupreservation
L:Thecardnumberis4027321497856054anditexpiresonOctober30th,2020.R:Thankyou.Couldyouleaveyourphonenumber,please?L:Yes,it’s0571-8709-7653.R:Good,MissLi.Whattimewillyoubearriving?L:About7:00p.m..R:Thankyou,MissLi.8twinroomsand2juniorsuitesfromMay15thto18th.Welookforwardtoseeingyou.Goodbye.L:Goodbye.3.13.2TaskReinforcement
MakeasituationalconversationaboutanFITreservationClient:PeterBlackHotel:BlueMountainHotelRoomtype:asingleroomDates:May2rdto6thDailyrate:
RMB978yuan,excludingbreakfastMobilephonenumber:0061-262735968Reservationist:
WangSha4.1RolePlays14.14.24.34.44.54.6
MakeasituationalconversationaboutagroupreservationClient:ZhangQiang,forabusinessgroupfromAmericaHotel:ShanghaiHotelRoomtype:
15standardroomsDates:13thto20thofAugustDailyrate:
200dollarspernightandtherewillbea10percentdiscountforthegroupreservationMobilephonenumber:56487790Reservationist:
LuoYu4.1RolePlays24.14.24.34.44.54.64.2ListeningPractice
4.2.1Listentotheconversationofroomreservation,completethediagrambelow.
QuestionsAnswersNameoftheguest
Kindofroomreserved
Lengthofstay
Roomrate
Facilitiesintheroom
Servicesoffered4.14.24.34.44.54.6abcabcabcabcabcabc4.2ListeningPractice
4.2.2Tickthecorrectanswers.1)A.TwoB.ThreeC.FourD.Five2)A.BecauseMr.andMrs.Smithhavesomethingurgenttodealwith.B.Becausethecouple’skidswouldn’tcomewiththem.C.BecauseMr.andMrs.Smithhavecanceledtheirwholetrip.D.BecauseMrs.Smithwouldn’tcome.3)A.FromOct.12thto14thB.FromOct.14thto15thC.FromOct.4thto15th
D.FromOct.12thto15th4.14.24.34.44.54.64.3MultipleChoices1)Thereareafewthingsyououghttoknowbeforeyou____ahotelroomforyourhoneymoon.A.borrowB.rentC.reserveD.lend2)Wehavealreadymade____forourvacation.A.arrangementsB.goalsC.aimsD.wishes3)Thelatestworldwidediscountvacationdealsincludecheapvacation_______deals.A.parcelB.packageC.mailD.packing4)A_____reservationassurestheguestthatthehotelwillholdaroomuntilaspecifictimeoftheday.A.guaranteedB.non-guaranteedC.prepaymentD.paymentcard4.14.24.34.44.54.64.3MultipleChoices5)Onceareservationhasbeenmade,yourrareare____.A.setB.confirmedC.fixedD.changed6)Changesinthearrivalor_____datemayresultinaratechange.A.leaveB.leavingC.departingD.departure7)_______inthehotelisusuallyoccupiedbyoneperson.A.AdoubleroomB.AsingleroomC.AdeluxedoubleroomD.atwinroom4.14.24.34.44.54.64.3MultipleChoices8)ThePalmerHiltonisproudtooffer_____whichfeatureprivateelevators,privateconcierge,etc.A.singleroomsB.doubleroomsC.juniorroomsD.executivesuites9)Inaddition,thereisasafeinthehotelroomthatenableyoutoplaceyour_____belongings.A.individualB.physicalC.cheapD.personal10)Luxuryhotelsarequite____fromthosebudgethotels.A.sameB.cheapC.convenientD.different4.14.24.34.44.54.64.4Matching
ColumnA1)singleroom2)cityviewroom3)familyroom4)connectingroom5)suite
6)tripleroom7)seaviewroom8)standardroom9)deluxesuite10)adjoiningroom11)doubleroom12)presidentialsuiteColumnBA.連通房B.總統(tǒng)套房C.標準房D.城景房E.套房F.豪華套房G.雙人房H.家庭房I.單人房J.相鄰房K.三人間L.海景房4.14.24.34.44.54.6
IDHAEKLCFJGB4.5Translation
4.5.1PutthefollowingsentencesintoEnglish.1)請問您打算住幾天?2)您能告訴我您的姓名和聯(lián)系電話嗎?3)豪華套房房費是人民幣每晚2,800元,含兩份早餐。4)懷特先生,請問您將在11月21日的幾點鐘到達我們酒店?5)對不起,那幾天我們沒有剩余的標準間了,您看大床房可以嗎?4.14.24.34.44.54.6PutthefollowingsentencesintoEnglish.PutthefollowingsentencesintoEnglish.PutthefollowingsentencesintoEnglish.PutthefollowingsentencesintoEnglish.PutthefollowingsentencesintoEnglish.4.5Translation
4.5.2PutthefollowingsentencesintoChinese.1)Couldyouholdtheline,please....Yes,wecanofferyouadoubleroomwithseaview.2)Wedohaveajuniorsuiteavailableforthosedates.3)I’vebookedyouanon-smokingtwinroomwithcityviewfromJuly7thtoJuly11th.4)Wehaveaspecialrateforgroupreservation.We’llgiveyou10percentoff.5)Adepositisrequiredforaguaranteedreservation.
4.14.24.34.44.54.6請您請您請您請您請您Doyouknowhowmanytypesofroomsahotelcanusuallyprovide?Whatwouldyousaywhenyouhavekeptaguestwaitingontheline?Howmanywayscantheguestsmakeareservation?Whatarethey?Howmanystepsarethereinacceptingaroomreservation?Whatarethey?Whenyoufillinareservationlist,whatitemsshouldyoufillin?4.6Discussion4.14.24.34.44.54.6TaskExtendingByphone01Etc.05Ontheinternet02Byfax04Meansofmakingreservations:03Facetoface5.15.2MakinganormalreservationCRevisingorcancelingareservationBoverbookingDMakingaVIPreservationCasesofmakingreservationsandhowtohandle:A5.15.25.1Howtodealwithroomoverbooking?KeysentencesforreferenceSorry,we’refullybookedforthosedays.Sorry,wedon’thaveanyvacancyforSorry,we’refullyoccupied.Butwecanrecommendanotherhotelforyouifyoulike.I’msorry,sir.There’renotanyroomsleftforthatday.Wouldyoulikeustoputyouonthewaitinglistandcallyoubackincaseofacancellationlater,sir?I’msorry,wedon’thavesingleroomsavailableforthatweek.MayIsuggestyouanearbyhotel?5.15.2KeysentencesforreferenceHowdidyoumakethereservation,madam?Howandinwhosenamewasthereservationmade?Youmeanyou’dliketoreviseyourpreviousreservation,sir?Howwouldyouliketochangeit?I’msorry,butwecan’tguaranteeyouadeluxesuiteforthe12th.5.2Howtodealwithreservationrevising?5.15.2ProfessionalAdvancement6.1BriefintroductiontotheFrontOfficeDepartmentorganization.6.16.2IntercontinentalHotelsGroupsMarriottInternationalHotelsHiltonHotelsCorporationStarwoodHotels&ResortWorldwideHyattHotelsACCORHotelsShangri-laHotels&ResortsJinJiangInternationalHotels6.2SomeFamousHotelManagementGroupsintheWorld.洲際酒店集團萬豪國際酒店集團希爾頓酒店集團管理公司喜達屋國際酒店集團凱悅酒店集團雅高酒店管理集團香格里拉酒店集團錦江酒店管理集團6.16.2PeerAssessmentPerformancecriteriaYesNotyetBefamiliarwiththetermsandusefulsentencepatternsinmakingroomreservations.
Graspsomeprofessionalknowledgeaboutroomreservations.
Identifythesignificanceofmakingroomreservationsproperlyasthefirststagetoserveguests.
Differentiatethedominantandhiddendemandsoftheguestsfromdifferentcultures.
Makesituationalconversationsfluently.
Becomeaqualifiedreservationisttomeetdifferentdemandsofguests.
Feedback:ThankyouWorkplaceEnglishforHotel酒店職業(yè)英語
CheckinginGuests
辦理入住WorkinginFrontOfficeDepartmentABCheckingguestsinandoutefficientlyCDealingprofessionallywithenquiriesfacetofaceandbyphoneDEtc.Whatdoesareceptionistdo?
MakingguestsfeelwelcomeJobProfileofaReceptionistCatalogue123456TaskDecompositionTaskFulfillingTaskReinforcementTaskExtendingProfessionalAdvancementTaskDescription1TaskDescriptionTask1:NormalCheck-inwithReservationClient:MissChristineNolanfromNewZealandHotel:Shangri-LaHotel,QingdaoRoomtype:asingleroomNights:2Dailyrate:RMB1180yuan,includingbreakfastSpecialrequest:Non-smokingroomTask2:AGroupCheck-inClient:LondonTourGroup,withthetourleader,MissTracyLeeHotel:GardenHotelRoomtype:8twinroomsand2doubleroomsDates:FromMay15thto18thRoomrate:RMB1158Yuanforatwinroompernight,andRMB1725yuanforajuniorsuite,bothincluding2breakfastsContactnumber:0571-8709-7653Payment:BycreditcardTask3:ReceivingaWalk-inGuestClient:Mr.PotterandhiscolleagueHotel:SunshineHotelRoomtypewanted:2singleroomsNights:1Dailyrate:$100pernightwithoutbreakfastFact:Twosinglesareavailablewhicharenotonthesamefloor1TaskDecomposition2.1WordsCharging2.12.22.3n.(對婦女的尊稱)夫人n.掛號;登記v.重擊;猛打;在解碼器上刮刷(信用卡等卡)n.預授權n.交易n.輸入信息;輸入數(shù)據(jù)v.輸入v.滑,出錯n.跌倒,失足;紙條;失誤n.接待員receptionist/r?'sep??n?st/ma’am/m?m/registration/red???stre??n/deposit/d??p?z?t/swipepre-authorization/?:θ?ra??ze??n/transaction/tr?n'z?k?n/inputslipn.押金2.1WordsCharging2.12.22.3n.行李員n.巡回演出;旅行,觀光vt.交付;發(fā)表;遞送vi.傳送;投遞n.同事n.收據(jù);收條;收到receipt/r?'si?t/bellboytour/t??(r)/CITSvisa/?vi:z?/voucher/?va?t??(r)/deliver/d?'l?v?(r)/colleague/k?li?ɡ/中國國際旅行社n.簽證n.代金券;憑證GroupDiscussion:Whataretheproceduresofcheckinginguestsinyourmind?2.2WorkingProceduresandUsefulSentencePatterns2.2.4Iftheguestdoesnothaveareservationwiththehotel,proceedtocheckintheguestasawalk-in.2.2.3Iftheguesthasareservation,requestforhis/herfullnameorthepassport/IDcardandretrievethereservationfromthesystem.2.2.1Greetingguests2.2.5Inquireorreconfirmdetailsoftheaccommodation.Inquireorreconfirmguestpreferencesandroomrequirements.<<2.1<<2.22.2.2Establishwhethertheguesthasorhasnotmadeareservation2.2WorkingProceduresandUsefulSentencePatterns2.2.9Explainthehotelfacilities.2.2.8Checkintheroomandencodethekeycard..2.2.6Registertheguest,printtheregistrationformandrequestforhis/hersignature.2.2.10Provideluggageassistanceandwishtheguestapleasantstay.<<2.1<<2.22.2.7Obtainamodeofpayment2.2.1GreetingguestsAWelcometoourhotel.CGoodafternoon,sir.WelcometoGardenHotel.WhatcanIdoforyou?BGoodmorning,ma’am.HowmayIhelpyou?<<2.32.2.2Establishwhethertheguesthasorhasnotmadeareservation.
Haveyoumadeareservation?/Haveyougotareservation?Doyouhaveareservation?In/Underwhosenamewasthereservation?Whendidyoumakethereservation?Ibookedaroomonlineaweekago.IhavebookedadoubleroominthenameofAliceBaker.<<2.32.2.3Iftheguesthasareservation,requestforhis/herfullnameorthepassport/IDcardandretrievethereservationfromthesystem.
MayIhaveyourpassport,please?
MayIhaveyourname/lastname,please?
Couldyoutellmethenameofyourgroup?
Thankyou,MissNolan.Justamoment,please.I’llcheckourreservationrecord.
Thankyouforwaiting,Miss.Nolan.
Yes,wedohaveareservationforyou.2.2.4Iftheguestdoesnothaveareservationwiththehotel,proceedtocheckintheguestasawalk-in.
Couldyougivemeyournameplease,sir?
Doyouhaveanyroomsavailablefortonight?
Howmanypeoplearethereinyourparty?
Whatkindofroomwouldyoulike,sir?
Justamomentplease.I’llcheckifthereareanysinglesavailable…
Howmanynightswouldyouliketostay,Mr.Potter?2.2.5Inquireorreconfirmdetailsoftheaccommodation.Inquireorreconfirmguestpreferencesandroomrequirements.:Youhavebookedanon-smokingsingleroomfor2nights.Theroomrateis¥1,180Yuanpernight,includingonebreakfast.Isthatright?
01Youreservedanon-smokingdoubleroom.Isthatright?02<<2.3Ok,Miss.Nolan.Thisisyourregistrationform.Pleasecheckandsignyourname.Pleasesigntheregistrationform.2.2.6Registertheguest,printtheregistrationformandrequestforhis/hersignature.<<2.32.2.7Obtainamodeofpayment.Thedepositis¥4,000Yuan.Howwouldyouliketopayforyourdeposit?AMayIhaveyourcreditcard,please?B<<2.32.2.8CheckintheroomandencodethekeycardThisisyourroomcard.(Yourroomnumberis1018.)<<2.32.2.9Explainthehotelfacilities.
Herearetheroomkeysandthevouchersforyourbreakfast.Thebreakfastwillbeservedatthecoffeeshoponthefirstfloor.<<2.3Thebellboywillshowyoutoyourroomalongwithyourluggage.Wehopeyouwillenjoyyourstaywithus.02012.2.10Provideluggageassistanceandwishtheguestsapleasantstay.<<2.31TaskFulfillingClientHotelnameRoomtypeNightsDepositWayofpaymentBreakfasttime
SampleconversationsIdentifytheinformationafteryoulistentoeachoftheconversations:
3.1SampleconversationaboutaFITcheck-inwithreservation(R:Receptionist;G:Guest)R:Goodafternoon,ma’am.WelcometoShangri-LaHotel,Qingdao.HowmayIhelpyou?G:Yes,I’dliketocheck-in,please.R:Certainly,ma’am.Doyouhaveareservation?G:Yes,Ido.R:MayIhaveyourpassport,please?G:Hereyouare.R:(Takingthepassportwithbothhands)R:Thankyou,MissNolan.Justamoment,please.I’llcheckourreservationrecord.4.2>>4.3>>4.4>>4.5>>4.6>>
3.1SampleconversationaboutaFITcheck-inwithreservation(Afterawhile)R:Thankyouforwaiting.Miss.Nolan,Youhavebookedanon-smokingsingleroomfor2nights,theroomrateis¥1,180Yuanpernight,includingonebreakfast.Isthatright?G:That’sright.R:(Printingtheregistrationform)R:OK,Miss.Nolan.Thisisyourregistrationform.(Pointingoutroomrate,dateofarrivala&departure,roomtype)Pleasecheckandsignyourname.R:(Scanningtheguest’spassport)R:Thanks,MissNolan.Thedepositis¥4,000Yuan.Howwouldyouliketopayit?G:ByCreditCard.4.2>>4.3>>4.4>>4.5>>4.6>>
3.1SampleconversationaboutaFITcheck-inwithreservationR:MayIhaveyourcreditcard,please?G:Ofcourse.R:Miss.Nolan,I’llswipe¥4,000ofpre-authorizationasyourdeposit.Pleaseinputthepassword.G:Allright.R:Theamountofthetransactionis¥4,000Yuan.Pleasesignyournameonthecreditcardslip.G:Sure.R:Thanks,Miss.Nolan.Hereareyourcreditcard,creditcardslip,andpassport.Thisisyourroomcard.Thebreakfasttimeisfrom7:00a.m.to10:00a.m.attheWesternRestaurantonthesecondfloor.Thebellboywillshowyoutoyourroomalongwithyourluggage.G:That’sgood.Thankyou!R:Youarewelcome,MissNolan.Wehopeyouwillenjoyyourstaywithus.4.2>>4.3>>4.4>>4.5>>4.6>>
3.2Sampleconversationaboutcheckinginagroup(R:Receptionist;T:TourLeader)R:Goodevening,ladiesandgentlemen.Welcometoourhotel.Whoisthetourleader,please?T:Iam.MynameisTracyLee.I’dliketocheckinforourgroup.R:Doyouhaveareservation?T:Yes.TheHangzhouCITShasbooked10roomsforus.R:Couldyoutellmethenameofyourgroup?T:TheLondonTourGroup.R:Justamoment,please.Letmecheck...Yes,wehaveyourreservation.Youbooked8twinroomsand2juniorsuites.AmIcorrect?T:That’sright.Hereisthenamelistwithourgroupvisa.R:Thankyou.4.2>>4.3>>4.4>>4.5>>4.6>>3.2SampleconversationaboutcheckinginagroupR:(Printingtheregistrationform)R:MissLee,hereistheregistrationformforyourgroup.Pleasesignyournametoconfirm.T:OK.Bytheway,weneedamorningcallat6:00a.m.tomorrow.R:Amorningcallat6:00a.m.tomorrow.NoProblem.Herearetheroomkeysandthevouchersforyourbreakfast.Thebreakfastwillbeservedatthecoffeeshoponthefirstfloor.Thebellboyswilldeliveryourluggagetoyourroomsatonce.T:Good!Thankyouverymuch.R:Ifthere’sanythingyouneed,don’thesitatetoletusknow.4.2>>4.3>>4.4>>4.5>>4.6>>
3.3Sampleconversationaboutcheckinginawalking-inguest(R:Receptionist;G:Guest)R:Goodmorning.Welcometoourhotel.HowmayIhelpyou?G:Yes.Doyouhaveanyroomsavailablefortonight?R:Haveyoumadeareservation,sir?G:I’mafraidnot.R:Howmanypeoplearethereinyourparty?G:Two.MycolleagueandI.R:Whatkindofroomwouldyoulike,sir?G:I’dratherhavetwosingleswithabathineach.R:Justamomentplease.I’llcheckifthereareanysinglesavailable…Thanksforwaiting.Hereisoneonthesecondfloorandanotheronthethirdfloor.4.2>>4.3>>4.4>>4.5>>4.6>>
3.3Sampleconversationaboutcheckinginawalking-inguestG:Don’tyouhavetwoonthesamefloor?R:I’mafraidwehaven’t.G:What’sthepriceofasingleroom?R:It’s$100pernight,excludingbreakfast.G:OK,I’lltakeboth.R:Thankyou,sir.MayIhavethepassportsofbothofyours?G:Hereyouare.R:Howmanynightswouldyouliketostay,Mr.Potter?G:Onlytonight.(Printingtheregistrationform)R:Ok,Mr.Potter.Thisisyourregistrationform.Yourroomsare2singlesfor1night.Theroomrateis$100pernight,excludingbreakfast.Pleasecheckandsignyourname.4.2>>4.3>>4.4>>4.5>>4.6>>
3.3Sampleconversationaboutcheckinginawalking-inguestG:Allright.R:Howwouldyouliketopayforyourdeposit?Werequire$400.G:Incash.R:Thanks,Mr.Potter.Hereareyourdepositreceipt,passportsandroomcardsforRoom206and309.Thebreakfastisfrom6:00a.m.to10:00a.m.attheAsianRestaurantonthefirstfloor.Thebellboywillshowyoutoyourroomalongwithyourluggage.G:Thankyou!R:Mypleasure,Mr.Potter.Wehopeyouwillenjoyyourstaywithus.4.2>>4.3>>4.4>>4.5>>4.6>>1TaskReinforcement4.1RolePlays1MakeasituationalconversationaboutanFITcheck-inwithreservationClient:PeterBlackHotel:BlueMountainHotelRoomtype:asingleroomDates:May2ndto6thDailyrate:RMB978yuanMobilephonenumber:0061-2627359684.2>>4.3>>4.4>>4.5>>4.6>>4.1RolePlays2Makeasituationalconversationaboutagroupcheck-inClient:JackBrown,thetourleaderofabusinessgroupfromAmericaHotel:ShanghaiHotelNights:7Personmadereservation:ZhangQiang,atravelagentContactnumber:564877904.2>>4.3>>4.4>>4.5>>4.6>>4.1RolePlays3Makeasituationalconversationaboutcheckinginawalking-inguest.Client:AliceParkerandJanetBaker,withoutreservationHotel:GloryHotelRequest:TheywouldlikeaTWBfor2nightsDailyrate:RMB680yuanincluding2breakfasts4.2>>4.3>>4.4>>4.5>>4.6>>4.2Discussion1)Whatdoesareceptionistdo?2)Whenregisteringaguest,whataretheproceduresofregistration?3)Whatisthedifferencebetweenasingleguestcheckinginandatourgroupcheckingin?4)Whatdoyouthinkisthemostimportantqualityforareceptionistinahotel?Doyouhavethiskindofquality?5)WhydoFrontOfficestaffneedproblem-solvingskills?<<4.2<<4.3<<4.4<<4.1<<4.51TaskExtendingFITcheck-in01VIPcheck-in05Groupcheck-in02Latecheck-in045.1Differentsituationsofcheck-in:03Walk-inCheck-in5.15.25.2HowtoDealwiththeProblemofUnavailability?KeysentencesforreferenceI’llcheckifthereisadoubleroomavailable.Sorry,sir.Noneareavailableatthemoment.Butwedohaveasuitewithaverygoodviewofthecity.Sorry,ma’am,wehavenoroomsavailable.ButIwouldliketosuggestyouGoldPortHotel,wheretheymayhavearoom.I’mafraidthatallofourroomsarealreadyoccupiedtoday.Mostofourroomswerereservedinadvance.Wouldyoulikemetogetintouchwithsomewhereelseforyou?(Onthephone)Hi,thisisJordanfromBestHotel.Wehaveagroupherewhowantsasuite.Iwaswonderingifyouhaveanyroomsavailable.Youdo?That’sgreat.Couldyouholditforme?Letmetalktotheguest.Wehaveasuiteopenfortomorrow.1ProfessionalAdvancement
6.1ReferringtotheOperaChart,LearntheTermsofHouseStatus.TotalHotelRooms
溫馨提示
- 1. 本站所有資源如無特殊說明,都需要本地電腦安裝OFFICE2007和PDF閱讀器。圖紙軟件為CAD,CAXA,PROE,UG,SolidWorks等.壓縮文件請下載最新的WinRAR軟件解壓。
- 2. 本站的文檔不包含任何第三方提供的附件圖紙等,如果需要附件,請聯(lián)系上傳者。文件的所有權益歸上傳用戶所有。
- 3. 本站RAR壓縮包中若帶圖紙,網(wǎng)頁內(nèi)容里面會有圖紙預覽,若沒有圖紙預覽就沒有圖紙。
- 4. 未經(jīng)權益所有人同意不得將文件中的內(nèi)容挪作商業(yè)或盈利用途。
- 5. 人人文庫網(wǎng)僅提供信息存儲空間,僅對用戶上傳內(nèi)容的表現(xiàn)方式做保護處理,對用戶上傳分享的文檔內(nèi)容本身不做任何修改或編輯,并不能對任何下載內(nèi)容負責。
- 6. 下載文件中如有侵權或不適當內(nèi)容,請與我們聯(lián)系,我們立即糾正。
- 7. 本站不保證下載資源的準確性、安全性和完整性, 同時也不承擔用戶因使用這些下載資源對自己和他人造成任何形式的傷害或損失。
最新文檔
- 貴州省銅仁市西片區(qū)高中教育聯(lián)盟2024-2025學年第二學期高三年級期末教學質(zhì)量檢測試題(一模)語文試題含解析
- 廣西河池市2024-2025學年高三第四次??颊Z文試題含解析
- 區(qū)塊鏈和分布式記賬技術 治理指南 征求意見稿
- 福建省福州市羅源第一中學2024-2025學年高三下學期第二次模擬考試語文試題文試卷含解析
- 稚優(yōu)泉品牌調(diào)研問卷
- 五年級數(shù)學(小數(shù)乘法)計算題專項練習及答案
- 生態(tài)農(nóng)業(yè)觀光旅游項目可行性研究報告
- 數(shù)學(黃岡孝感咸寧卷)(參考答案)
- 教科版小學六年級語文上冊教學設計教案
- 第02講平行線性質(zhì)和判定的綜合探究
- 家庭勞動教育現(xiàn)狀及問題分析(3篇模板)
- CJJT121-2008 風景名勝區(qū)分類標準
- 合同中支付條款范本
- 幼兒園中班語言《有趣的象形字》課件
- 醫(yī)療器械清洗與消毒管理制度
- 混合痔課件完整版本
- 期中考試表彰大會
- 經(jīng)營風險市場風險財務風險分析
- 小學數(shù)學研討課活動方案及流程
- 部編八年級上冊《第9課 辛亥革命》課件
- 汛期安全隱患排查情況表
評論
0/150
提交評論