飯店情景英語（第二版）課件：Receiving Guests 迎接客人

MajorContents客房部ReceivingGuests迎接客人???Howtoreceiveguests?I.Leading-inBACKNEXTHowtoreceiveguests?Receivingguestsisoneofthemajordutiesofafloorattendant.Heshouldgreetguestsassoonastheywalkoutoftheliftandintothecorridor.Thenthefloorattendantshouldleadthemintotheirroomsandintroducefacilitiesandservices.Meanwhile,thefloorattendantshouldmakesurewhetherornotguestshavesomerequirements,andrespondtothemaccordingtothehotelrulesandregulations.I.Leading-inPREV.BACK迎接客人II.WorkingProcedureBACKNEXT迎接客人II.WorkingProcedure1．招呼和帶領(lǐng)客人入住。Goodmorning/noon/afternoon/evening,Madam/Sir.女士/先生，早上好/中午好/下午好/晚上好。Welcometo...Hotel.歡迎入住××酒店。MayIseeyourroomcard?/Wouldyoupleaseshowmeyourroomcard?我可以看看您的房卡嗎？/請給我看看您的房卡,好嗎?PREV.NEXT迎接客人II.WorkingProcedureMayIknowyourroomnumber?/Wouldyoupleasetellmeyourroomnumber?我可以知道您的房號嗎？/請告訴我您的房號，好嗎？Thisway,please.請這邊走。Mindyourstep,please.請小心腳步。Afteryou,please.您先請。PREV.NEXT迎接客人II.WorkingProcedure2．介紹酒店和客房的設(shè)施及服務(wù)。MayIshowyouaroundinyourroom?/MayIintroduceyoutheroomfacilities?我?guī)纯捶块g，好嗎？/我給您介紹房間里的設(shè)施，好嗎？Likealltheotherguestrooms,yoursisalsoequippedwithanelectronicsafe.Youcankeepyourvaluablesinit.和本酒店其他房間一樣，您的房間也配置了電子保險箱。您可以把貴重物品放進去。PREV.NEXT迎接客人II.WorkingProcedureThisdirectorygivestelephonenumbersofallthedepartmentsofourhotel.Ifyouneedanyhelp,justdial“5”toreachme,orcalltherelevantdepartment.服務(wù)指南里有本酒店各個部門的電話號碼。如果您需要任何幫助，請撥“5”打給我，或直接撥打相關(guān)的部門。

PREV.NEXT迎接客人II.WorkingProcedureInthebathroom,hotwaterissuppliedaroundtheclock.Ifyouturnthetapleft,youwillgethotwater;ifyouturnitright,thencoldwater.Alsoavailablearetoiletsoaps,towels,bathingtowels,bathrobes,slippers,toiletpaper,shampoo,combs,brushes,shaverandbathingcaps,etc..浴室是24小時供應(yīng)熱水的。如果您把水龍頭擰向左邊，會有熱水；如果擰向右邊，則是冷水。除此以外,還為您準備好了香皂、毛巾、浴巾、浴袍、拖鞋、衛(wèi)生紙、洗發(fā)香波、梳子、牙刷、剃須刀和浴帽等物品。

PREV.NEXT迎接客人II.WorkingProcedureRestaurantisopenfrom6a.m.to11p.m.ItservesdeliciousChinesefoodwithlocalflavorandauthenticwesterndishes.酒店餐廳的營業(yè)時間為早上6點至晚上11點，提供具有地方風味的中餐和地道的西餐。Youcanaskforroomservice.Itisavailablearoundtheclock.Buttherewillbe15%extrachargesaddedtothetotals.您可以叫房餐服務(wù)。它提供24小時服務(wù)，但要加收總消費額的15%的服務(wù)費。

PREV.NEXT迎接客人II.WorkingProcedureHealthandRecreationCenterisopenfrom9a.m.to10p.m.IthasaNightClub,FitnessCenter,andSwimmingPool.Italsoofferssaunaandmassage.酒店康樂部的營業(yè)時間為早上9點至晚上10點，有夜總會、健身中心和游泳池，并且還提供桑拿和按摩服務(wù)。LaundryRoomisopenaroundtheclock.Ifyouneedlaundryservice,youjustleaveyourclothesinthelaundrybaginthebathroom.本酒店的洗衣房24小時營業(yè)。如果您需要洗衣服務(wù)，您可以把需要送洗的衣物放在浴室里的洗衣袋內(nèi)。

PREV.NEXT迎接客人II.WorkingProcedure3．詢問、回應(yīng)客人的要求。WhatelsecanIdoforyou?/IsthereanythingelsethatIcandoforyou?還有其他我可以為您效勞的嗎?OK,Iwilldoitrightaway./OK,noproblem.Iwillcheckitout.好的,我馬上去做。好的，沒問題，我這就去看看。

PREV.NEXT迎接客人II.WorkingProcedureIamafraidIamnotallowedtodoso./Wouldyoupleasewaitforamoment?IamafraidImustcheckwithmysupervisor.我恐怕不能這樣做。/您能稍等一會兒嗎？我得去征詢主管的意見。I’msorryyouarenotsatisfiedwiththisroom.Iwillarrangetheroomchangeforyourightawayandcallthebellboyuptoyourroom.對不起,這間客房讓您不滿意。我會為您辦理換房手續(xù)。辦好后，我會馬上通知行李員為您搬運行李。

PREV.NEXT迎接客人II.WorkingProcedure4．接受或拒絕小費。That’sveryniceofyou,butI’mafraidwedon’taccepttipsaccordingtothehotel’sregulations.Thankyouallthesame.您真是太好了。不過根據(jù)酒店的規(guī)定，我們是不收小費的。還是同樣謝謝您。

PREV.NEXT迎接客人II.WorkingProcedure5．表達祝愿和告別。Mayyouhaveapleasantstayinourhotel./Pleaseenjoyyourstayinourhotel.祝您住店期間愉快。Goodnightandseeyoutomorrow./Haveagoodrest.Seeyou.晚安,明天見。祝您休息得好，再見。

PREV.BACK(FA:FloorAttendant

G:Guest)FA:Goodmorning,SirandMadam.WelcometoHiltonHotel.MayIseeyourroomcard?G: OK.Hereyouare.FA:Oh,it’sRoom412.Thisway,please.Hereweare.(TheFAopensthedoorandtheyenterit.)G: En,thisroomlooksnice.III.DialoguesBACKNEXTDialogue1ReceivingGuestsFA:Yes.Ithasaverygoodviewofthesea,anditiswellequipped.YoucanmakelocalcallsfreeofchargeandIDDpaycalls.FacilitiesincludecolorTVwithsatelliteprograms,mini-barandrefrigerator,teaandcoffeemakers,electronicsafe,andair-conditioner.G: Oh,Isee.Howaboutthebathroom?FA:Everythinghasalreadybeenprepared,suchastoiletsoaps,towels,bathingtowels,bathrobes,slippers,toiletpaper,shampoo,combs,brushes,ashaver,anashtrayandbathingcaps.Hotwaterissuppliedaroundtheclock.III.DialoguesPREV.NEXT Ifyouturnthetapleft,youwillgethotwater;ifyouturnitright,thencoldwater.G:Oh,that’snice.FA:Here’sthetelephonedirectory,andittellsyouthenumbersofallthedepartmentsofourhotel.Ifyouneedanyhelp,justcalltherelevantdepartmentordial“5”toreachme.G: OK,thankyouverymuch.FA: It’smypleasureandIamalwaysatyourservice.III.DialoguesPREV.NEXTFA:WhatelsecanIdoforyou?G: Wearealittlehungrynow.Wouldyourecommendsomethingtoeat?FA:Sure.I’dliketorecommendtoyouthelocalsnacks.Thecoffeeshoponthethirdfloorservesverydeliciouslocalsnacksandit’sopenfrom6a.m.to11p.m.YoucanalsotryourlocalflavoredChinesedishesinGingkoRestaurant.

III.DialoguesDialogue2IntroducingHotelService(FA:FloorAttendant

G:Guest)PREV.NEXTG: Soundsgood.Wewilltrysomelocalsnacksfirst.FA:Bytheway,ifyouwouldliketostayintheroom,youcanaskforroomservice.G: Thankyouverymuch.Onemorething,I’mfondofsports.CouldyoutellmewhereIshouldgo?FA: Sure.Wehaveahealthclubandswimmingpoolinthehealthandrecreationcenter.Youcanalsoenjoysaunaandmassagethere.Inaddition,ifyouwanttoentertainyourselfandyourfriends,thenightclubisthebestchoice.

III.DialoguesPREV.NEXTG: Thankyouverymuch.FA:Youarewelcome.IsthereanythingelseIcandoforyou?G: No,notatthismoment.Thanksalotforyourhelp.Herearesometipsforyou.FA:Thankyouverymuch,butIamnotallowedtotaketipsaccordingtoourhotel’sregulations,andit’smypleasuretobeofhelp.Ifyouneedanythingelse,pleasecallme.Iwillalwaysbeatyourservice.G: OK.Then,goodnightandseeyou.FA:Goodnight.III.DialoguesPREV.BACK樓層服務(wù)員迎客須知1．一看見有新入住客人走出電梯，就主動上前微笑著打招呼。2．請客人出示房卡，征得客人同意后幫其提拿沒有交由行李員運送的行李和物品，并帶領(lǐng)客人進入房間。3．當外國客人講話你聽不懂時，可請客人稍等，然后尋找懂外語的同事幫助解決。4. 在接待聾啞客人時，更應(yīng)注意規(guī)范禮貌服務(wù)(courtesy)；如果不能用手語(signlanguage)或簡單的手勢(gesture)和客人交流，可適當通過書寫來進行彼此間的溝通。IV.TipsforServiceBACKNEXT5．不可以高聲呼喊或用大幅度手勢招呼客人，以免破壞酒店的寧靜氣氛。6．在為客人介紹酒店的服務(wù)時，要注意觀察客人是否有興趣，不可生硬地進行推薦。7．如果客人對房間的設(shè)施不滿意，要求換房時，積極主動地幫助客人和前廳溝通。IV.TipsforServicePREV.NEXTPREV.BACKV.Words&ExpressionsBACKNEXTelectronicsafe電子保險箱

valuablesn.貴重物品directoryn.指南；使用手冊 satelliteprogram衛(wèi)星電視節(jié)目bathroomn.衛(wèi)生間 tapn.水龍頭soapn.肥皂 bathingtowel浴巾bathrobe浴袍 slippersn.拖鞋V.Words&Expressionscombn.梳子 brushn.牙刷shavern.剃須刀 bathingcap浴帽localflavor地方風味 healthandrecreationcenter康樂中心authenticadj.真實的；地道的 massagen.按摩PREV.NEXTV.Words&Expressions☆客房五大功能區(qū)各設(shè)備的漢英詞匯對照睡眠區(qū)床bed

床頭柜nighttable

床頭燈walllamp洗浴區(qū)浴缸bathtub 淋浴器shower 淋浴簾showercurtain 毛巾架towelrack 桶toilet 洗臉池sink穿衣鏡dressing-upmirror 電源插座socketPREV.NEXTV.Words&Expressions起居區(qū)茶幾teatable 椅子chair 落地燈standinglamp 書寫區(qū)寫字臺writingdesk 臺燈desklamp 電視機TVset 電冰箱refrigerator 電話telephone 梳妝鏡making-upmirror儲存區(qū)壁櫥closet/wardrobe 行李架luggagerackPREV.NEXTV.Words&ExpressionsPREV.BACKVI.Exercises1.Completethefollowingdialogue.BACKNEXTReceivingGuest(FA:FloorAttendant

G:Guest)(Aguestcomesoutofthelift.Afloorattendantmeetshiminthecorridor.)FA:___________________________________________________________.G:Yes,please.Hereisourroomkey.FA:It’sRoom620.________________________________________Goodafternoon,Sir.WelcometoSheratonHotel!MayIhelpyou?Thiswayplease.HereweareatRoom620.VI.ExercisesG:Whenwillourbaggagearrive?FA:____________________________________________________G: Couldyoutellustheservicehourofthediningroom?FA:___________________________________G: How