飯店情景英語(yǔ)（第二版）課件：前廳

MajorContents前廳Reservation預(yù)定???Whatisaguest?I.Leading-inBACKNEXTWhatisaguest?Heisthemostimportantpersoninthehotel.Heisnotdependentonus.Wearedependentonhim.Heisnotaninterruptionofourwork.Heisthepurposeofit.Wearenotdoinghimafavourbyservinghim.Heisdoingusafavourbygivingustheopportunitytodoso.I.Leading-inPREV.NEXTWhatisaguest?Heisnotanoutsiderofourbusiness.Heispartofit.Heisnotacoldstatistic.Hehasfeelingsandemotionslikeourown.Heisnotsomeonetoarguewithandnobodyeverwinsanargumentwithaguest.Heisapersonwhobringsushisneeds.It’sourjobtohandlethemprofitablybothtohimandtoourselves.I.Leading-inPREV.BACK預(yù)定服務(wù)程序II.WorkingProcedureBACKNEXT預(yù)定服務(wù)程序II.WorkingProcedurePREV.NEXT預(yù)定服務(wù)程序II.WorkingProcedurePREV.NEXT預(yù)定服務(wù)程序II.WorkingProcedurePREV.NEXT預(yù)定服務(wù)程序II.WorkingProcedurePREV.NEXT預(yù)定服務(wù)程序II.WorkingProcedurePREV.NEXT預(yù)定服務(wù)程序II.WorkingProcedure12.復(fù)述訂房要求,確認(rèn)訂房。I’dliketoconfirmyourreservation,Mr.××.You’vebookeda××roomfor××nightsfrom××to××.TheroomrateisHK$××/US$××/RMB××yuanpernight,with10%taxand/ora10%servicechargeincluded/excluded.Acontinental/American/Chinesebreakfastforone/twoiscomplimentary.Wearelookingforwardtoyourarrival.××先生,我來(lái)確認(rèn)一下您的預(yù)訂。我們已經(jīng)為您預(yù)訂××到××一共××天的××間。房?jī)r(jià)是××港幣/美元/人民幣,包括/不包括10%的稅/服務(wù)費(fèi),贈(zèng)送一份/兩份大陸式/美式/中式早餐。我們期待您的光臨。PREV.BACK(R:ReservationClerk

G:Guest)R:Goodmorning,Sir.WelcometoGardenHotel.HowcanIhelpyou?G:Goodmorning,I’dliketoreservearoomformyself.R:Certainly,Sir.MayIhaveyournameplease?Andwhenwouldyoulikeyourroom?G:It’sJohnSmith,fromJanuary6thforthreenights.III.DialoguesBACKNEXTDialogue1R:Whattypeofroomwouldyoulike,Mr.Smith?Wehavesinglerooms,doubleroomsandsuitesavailable.G:I’dliketohaveadoubleroom,non-smokingplease.R:OK,justaminute.Yes,wedohaveadoubleroomavailableforthosedates.G:That’sfine.What’sthepricefortheroom,please?R:TheroomrateisRMB620yuanpernight,includingbuffetbreakfastandtax.WillthatbeOKforyou?III.DialoguesPREV.NEXTG:Yes.I’lltakeit.R:OK,letmeconfirmthedetailsofyourreservation.Youneedadoubleroomfor3nightsfromJanuary6thattherateofRMB620yuanpernight.AmIright?G:Yes,youareright.R:Thankyou,Mr.Smith.We’relookingforwardtoseeingyousoon.G:Thankyou.III.DialoguesPREV.NEXT(R:ReservationClerk

G:Guest)R:Goodmorning,GardenHotel,Reservation.CanIhelpyou?G:GoodMorning.I’dliketoreserveatwinroomfornextMonday.R:Certainly,Sir.Forhowmanynightswillyouneedtheroom?G:Justtwonights.R:ThatwouldbeFeb.24th,fortwonights,atwinroom.Underwhatname,Sir?III.DialoguesBACKNEXTDialogue2G:It’sCharlesKettering.It’sspelledasK-E-T-T-E-R-I-N-G. R:Thankyouverymuch,Sir.MayIhaveyourphonenumber,please?G:Sure,it’s82200958.R:OK,IhavemadethereservationforCharlesKettering,atwinroomattherateofRMB360yuanpernightfortwonights.Yourtelephonenumberis82200958.Isthatcorrect?G:Yes,that’scorrect.R:ThankyouforcallingGardenHotel,Sir.Goodbye.G:Goodbye.III.DialoguesPREV.NEXT(R:ReservationClerk

G:Guest)III.DialoguesDialogue3PREV.NEXTG:I’mcallingfromtheCITS(ChinaInternationalTravelService),Kunming.I’dliketoreserve6doubleroomswithtwinbedsforJuly1sttothe3rd,for3days.R:Yes,Sir,wecanconfirm6doubleroomsfor3daysonJuly1sttoJuly3rd,andweoffertravelagentrateforyourgroup.G:Thanks,howshouldIpayyou?R:We’llmakeoutthebilltoyourcompany2daysbeforethegrouparrivaloryoucanpayitupatthefrontdeskuponcheckingin.G:I’llwriteoutacheckwhenyourbillarrives.R:OK,that’sallsettled,Sir.Thankyouandhopetoseeyouagainsoon.

III.DialoguesPREV.BACK一、用信用卡擔(dān)保預(yù)訂1.確保散客使用的是酒店認(rèn)可的信用卡,將其種類(lèi)、名稱(chēng)、卡號(hào)及失效日期記錄在案。e.g.Weaccept××.MayIknowthenumberandtheexpirydate? AmericanExpress美國(guó)運(yùn)通卡 VisaCard維薩卡 MillionCard百萬(wàn)卡 DinersClubCard大萊卡MasterCard萬(wàn)事達(dá)卡 JCBCard

JCB卡2.告知客人其預(yù)訂只保證至到達(dá)日當(dāng)晚住宿。e.g.OK,yourreservationisguaranteedforthenightof××.3.如果預(yù)訂房間無(wú)人登記入住或在到達(dá)日之前24小時(shí)內(nèi)取消,酒店保留收取一晚房費(fèi)的權(quán)利。

IV.TipsforServiceBACKNEXT二、更改/取消預(yù)訂1.詢(xún)問(wèn)客人姓名及抵店日期,迅速找出客人預(yù)訂。2.對(duì)照房間可用狀況表(RoomAvailability),詢(xún)問(wèn)更改/取消具體要求。3.詢(xún)問(wèn)更改/取消人姓名及聯(lián)絡(luò)電話(huà)(contactphonenumber)。4.確認(rèn)更改/取消內(nèi)容。e.g. Mr.××,yourreservationhasbeenchanged/cancelled.Thankyouforcalling. ××先生,我們已經(jīng)為您更改/取消了預(yù)訂,謝謝您的來(lái)電。5.更新電腦資料(updating)。IV.TipsforServicePREV.NEXT6.預(yù)訂單存檔(documentation)。重新填寫(xiě)一張預(yù)訂單,標(biāo)注更改/取消,加蓋cancel章。更改/取消單在上面,與原訂單一起按抵店日期存入文件夾或cancel夾。7.查閱預(yù)訂等待名單(WaitingList),及時(shí)通知有對(duì)應(yīng)預(yù)訂要求的其他客人。e.g. Mr.××,itisreceptiondeskof××Hotel.Iamgladtotellyouthatweareabletoacceptyourrequestofroombookingon××.Areyoustillplanningtostayinourhotel? ××先生,我是××酒店前臺(tái)。很高興通知您,我們可以接受您×月×日的訂房。請(qǐng)問(wèn)您仍計(jì)劃入住本酒店嗎?。IV.TipsforServicePREV.NEXT三、團(tuán)隊(duì)預(yù)訂1.酒店的所有團(tuán)隊(duì)預(yù)訂統(tǒng)一由銷(xiāo)售部接洽。2.接收銷(xiāo)售部團(tuán)隊(duì)預(yù)訂單時(shí)注意應(yīng)包括以下信息,遺漏項(xiàng)目應(yīng)請(qǐng)銷(xiāo)售部重新確認(rèn):

會(huì)議團(tuán)隊(duì)ConferenceGroup旅行團(tuán)隊(duì)TourGroup

公司名稱(chēng)CompanyName地接社名稱(chēng)TravelAgent

會(huì)議名稱(chēng)MeetingName 團(tuán)名GroupName

人數(shù)Pax

客人人數(shù)和陪同人數(shù)Pax+

用房類(lèi)型和數(shù)量RoomTypes&No.

用房類(lèi)型和數(shù)量RoomTypes&No.IV.TipsforServicePREV.NEXT

房?jī)r(jià)(早餐)Rate 房?jī)r(jià)(早餐)Rate抵店日期和離店日期Arr.&Dept.Date 抵店日期和離店日期Arr.&Dept.Date抵店時(shí)間Arr.Time 抵店時(shí)間或航班號(hào)Arr.Time/FlightNo.會(huì)議聯(lián)絡(luò)人姓名Contact 付費(fèi)方式Payment會(huì)議有效簽單人字樣SignatureSample 結(jié)賬方式AccountsSettlement付費(fèi)方式Payment結(jié)賬方式AccountsSettlementIV.TipsforServicePREV.NEXT3.簽收前,核對(duì)房間可用狀態(tài)表(RoomAvailability)。若出現(xiàn)超預(yù)訂情況(Overbooking),請(qǐng)示大堂副理予以解決。4.將團(tuán)隊(duì)預(yù)訂資料輸入電腦,建立團(tuán)隊(duì)主單。按付費(fèi)方式(Methodofpayment)建立轉(zhuǎn)賬方式。抄寫(xiě)自編團(tuán)號(hào)于團(tuán)隊(duì)訂單。自編團(tuán)號(hào)為公司名稱(chēng)首字母+抵店日期。5.按日期將預(yù)訂資料存檔。IV.TipsforServicePREV.NEXT四、滿(mǎn)預(yù)訂情況和預(yù)訂等待名單1.滿(mǎn)預(yù)訂時(shí),在第一時(shí)間通報(bào)前廳經(jīng)理、大堂副理滿(mǎn)預(yù)訂日期。2.記錄交班本,傳達(dá)信息。3.接到客人訂房要求,委婉告訴客人酒店預(yù)訂已滿(mǎn)。e.g.Sorry,Mr.××.Wearefullybookedon××.

對(duì)不起,××先生。酒店房間在×月×日已經(jīng)訂滿(mǎn)。 Sorry,Mrs.××.Wehavenostandardroomavailable.Wouldyoumindajuniorsuiteinstead?IV.TipsforServicePREV.NEXT

對(duì)不起,××夫人。我們沒(méi)有空余的標(biāo)準(zhǔn)間了,您介意改訂普通套房嗎? DoyoumindifIbookyouintoanotherhotelnearby?

我可否為您在附近的另一家酒店訂房呢?4.要求將客人放入預(yù)訂等待名單。e.g. Doyoumindleavingyourcontactnumber,Mr.××?Wecanputyouonthereservationwaitinglist. ××先生,請(qǐng)留下您的電話(huà)號(hào)碼,我們會(huì)將您加入等待名單。IV.TipsforServicePREV.NEXT5.預(yù)訂等待名單由前臺(tái)夜班每日更新,部門(mén)晨會(huì)通報(bào)前廳經(jīng)理。預(yù)訂等待名單如下所示。IV.TipsforServicePREV.BACKV.Words&ExpressionsBACKNEXTdependent(on/upon)adj.依靠;依賴(lài)dosb.afavour幫某人的忙outsidern.局外人 statistic(s)n.統(tǒng)計(jì)資料emotionn.情感;感情

profitableadj.有盈利的;有用的advancev.&n.預(yù)付;預(yù)付款 bankdraft銀行匯票complimentaryadj.免費(fèi)贈(zèng)送的 buffetn.自助餐;快餐travelagentrate旅行社價(jià)格 waitinglist等待名單V.Words&ExpressionsPREV.BACKVI.Exercises1.Completethefollowingdialogue.(R:ReservationClerk

G:Guest)R:Reservation,Silviaisspeaking,____________? G:Yes,I’dliketoreserveastandardroominyourhotelforOct.1stunderthenameofJohnSmith. R:Sorry,Mr.Smith.__________________________.Isitpossibleforyoutochange_____________? G:I’mafraidIcan’t.Ihaveanappointmenttomakeinyourcityonthatday.Ican’tchangeittoanotherdate.BACKNEXTcanIhelpyouWe’refullybookedforthatdatetoanotherdateVI.ExercisesOr R:Sorry,Mr.Smith.______________________________._________________________? G:No,thanks,Istillpreferastandardroom. R:WouldyoumindleavingyourcontactNo.,Mr.Smith?Wecaninformyouwhenthereis_______. G:Sure.Myphonenumberis81122345. R:___________________________________.Wearelookingforwardtoservingyousoon.PREV.NEXTWehavenostandardroomavailableWouldyoulikeasuiteinsteadvacancyThankyou,Mr.Smithatnumber81122345VI.Exercises2.Pair-work.Workwithoneofyourclassmatestoproducealistoftheroomsavailableinyourhotel,e.g.presidentialsuite,juniorsuite,doubleroom,twinroom,etc..Thendescribethesimilaritiesanddifferencesbetweenthoserooms.e.g.Allroomshave:privatebathroom(獨(dú)立衛(wèi)生間) walk-inwardrobe(落地衣櫥) air-conditioning(空調(diào)) satelliteandcabletelevision(衛(wèi)星網(wǎng)絡(luò)電視) toiletries（洗浴用品） hairdryer（電吹風(fēng)）PREV.NEXTVI.Exercises freehighspeedinternetandwifi

（免費(fèi)高速網(wǎng)絡(luò)連接和無(wú)線(xiàn)網(wǎng)） safe;safetydepositbox（保險(xiǎn)柜） writingdeask（寫(xiě)字桌） IDDtelephone(InternationalDirectDialingsystem) (國(guó)際直撥電話(huà)) mini-bar&refrigerator(迷你吧和冰箱) coffee/tea-makingfacilities(咖啡/沏茶套具)PREV.NEXTVI.ExercisesSomeroomshave: amountainview(山景) alakeview(湖景) acityview(城市風(fēng)景) aharborview(灣景)Standardroomshavetwindoublebeds.Kingleisureroomshaveaking-sizebed.PREV.NEXTVI.ExercisesOur...suitehasonebedroomandonesittingroom.A...isbiggerthanaA...issmallerthanaA...suitehasthreerooms.A...suitehasonlytworooms.A...ischeaperthanaA...ismoreexpensivethanaThe...hasamountainviewbutthe...hasacityview.PREV.NEXTVI.Exercises3.Roleplay.WorkinpairstopracticeaccordingtothesituationsintheDialogue1.Youshouldnotlookatthetextbookwhenpracticing.Youmayhaveyourownchangesaboutguests’names,roomtypes,durations(入住天數(shù)),etc..PREV.BACKMajorContents前廳Reception接待???HumancontactreallycountsI.Leading-inBACKNEXT前廳HumancontactreallycountsHumancontactbetweenstaffandguestsiswhatmakesthestaymemorableforaguest.Whenguestsarriveatahotel,althoughtheirfirstrealimpressionisprovidedbythehotellobby,itisthefirsthumancontactthatreallycounts.Theexchangethattakesplacebetweeneachchecking-inguestandtheFrontDeskstaffwillhaveamajorimpactonwhetherornotthatguestfeelsgoodabouthisstay.Itisforthisreasonthatweshouldwelcomeguestsinawaythatmakesthemfeelcaredforand“athome”.I.Leading-inPREV.BACK前廳入住程序II.WorkingProcedureBACKNEXT前廳入住程序II.WorkingProcedurePREV.NEXT前廳預(yù)定服務(wù)程序II.WorkingProcedurePREV.NEXT前廳Whichtypeofroomdoyouprefer?請(qǐng)問(wèn)您喜歡哪一種?入住程序II.WorkingProcedurePREV.NEXT前廳入住程序II.WorkingProcedurePREV.NEXT前廳MayItakeaprintofthecreditcard,please?請(qǐng)讓我復(fù)印一下您的信用卡好嗎?Yourbillwillbepaidby××.你的賬單將由××支付。入住程序II.WorkingProcedurePREV.NEXT前廳入住程序II.WorkingProcedurePREV.BACK前廳(R:ReceptionistG:Guest)R:Goodmorning,Sir.WelcometoGardenHotel.CanIhelpyou?G:Iwanttocheckin,please.R:Certainly,Sir.Doyouhaveareservationwithus?G:Yes.R:Underwhatname,Sir?G:JackWatney.R:Wouldyouspellyournameplease,Sir?G:W-a-t-n-e-y.III.DialoguesBACKNEXTDialogue1前廳R:W-a-t-n-e-y.Onemoment,Mr.Watney.I’lljustcheckourreservationform.(a)Yes,Mr.Watney.Wehaveadoubleroomreservedforyou.(b)I’msorry,Mr.Watney.Wehavenoreservationsunderthatname.Butwedohavevacantrooms.Whattypeofroomwouldyoulike?G:Asuperiorroom,Ithink.R:Justamoment,Mr.Watney.YourroomNo.is1234,andthebellboywillhelpyouwiththeluggage.Hopeyou’llhaveapleasantstayinourhotel.III.DialoguesPREV.NEXT前廳(R:ReceptionistG:Guest)R:Howlongwillyoubestayingwithus,Sir?G:I’mnotsureyet.R:Isee.Wouldyoumindwritingtwonightsthen,Sir?Ifyoudecidetostaylonger,pleasecometoReceptionandextendyourstay.G:OK.Thanks.III.DialoguesPREV.NEXTDialogue2前廳III.DialoguesPREV.NEXTR:Thankyou,Sir.Howwouldyouliketopay,Mr.Watney?G:Withtraveler’scheque,Ithink.R:Isee.MayItakeaprintofyourtraveler’scheque?Yourroomisonthe6thfloor,Room616.Pleasesignhere,Mr.Watney.Hereisyourroomcard.前廳(C:Clerk

G:Guest)III.DialoguesDialogue3PREV.NEXTC:Goodmorning,Mr.Taylor.CanIhelpyou?G:Goodmorning.Yes,I’dliketochangesomeUSdollarsintoRMB.C:Certainly,Sir.Today’sexchangerateisoneUSdollartoRMB6.90yuan.Pleasecompletethisexchangememo.Yournameandroomnumber,howmuchyouwanttochangeandyournationalityandpassportnumberplease.前廳III.DialoguesPREV.BACKG:OK.Hereitis.C:HereisyourRMB5000yuan,Sir,andacopyofthememo.G:Thankyou.C:Youarewelcome,Mr.Taylor.Pleaseshowthismemowhenyouneedtochangethemback.Haveaniceday.前廳團(tuán)隊(duì)入住程序1.

前臺(tái)人員與團(tuán)隊(duì)管理人員協(xié)作,確保團(tuán)隊(duì)入住時(shí)間盡可能縮短,在團(tuán)隊(duì)抵店前一小時(shí)分配好房間和鑰匙卡。當(dāng)團(tuán)隊(duì)抵達(dá)酒店時(shí),微笑問(wèn)好,并找到領(lǐng)隊(duì)。

Goodmorning/afternoon/evening,ladiesandgentlemen.Welcometo××hotel.MayIknowwhoisthetourleader?

早上好/下午好/晚上好,女士們,先生們,歡迎光臨××酒店。請(qǐng)問(wèn)領(lǐng)隊(duì)是哪一位?2.

根據(jù)團(tuán)號(hào)找出該團(tuán)的預(yù)訂單,與地陪確認(rèn)房數(shù)。IV.TipsforServiceBACKNEXT前廳3.請(qǐng)全陪/領(lǐng)隊(duì)出示團(tuán)隊(duì)客人名單,拿出分房單(Rooming

List),請(qǐng)全陪/領(lǐng)隊(duì)為團(tuán)隊(duì)客人分房。同時(shí)通知禮賓部與全陪/領(lǐng)隊(duì)確認(rèn)行李件數(shù)。4.復(fù)印已分房的團(tuán)隊(duì)客人名單2份,一份留底,另一份傳禮賓部。5.告訴陪同全陪、地陪、司機(jī)的房號(hào),酒店內(nèi)房間與房間通話(huà)及長(zhǎng)途電話(huà)的撥打方法以及酒店網(wǎng)絡(luò)使用事宜。6.

發(fā)放客人房間鑰匙卡,請(qǐng)陪同在留底的客人名單上簽收總數(shù)。7.同地陪確認(rèn)付款方式及結(jié)賬方式,通知前臺(tái)收銀人員收取旅行社結(jié)賬單。IV.TipsforServicePREV.NEXT前廳8.

詢(xún)問(wèn)次日叫醒、早餐、出行李時(shí)間,確認(rèn)用餐類(lèi)型及地點(diǎn)。發(fā)出團(tuán)隊(duì)餐券

(mealcoupons),填寫(xiě)住店團(tuán)隊(duì)信息

(In-houseGRPInformation)及團(tuán)隊(duì)用餐安排

(GRPMealArrangement)相關(guān)內(nèi)容。9.

請(qǐng)陪同、司機(jī)登記并簽字。10.

祝客人居住愉快。11.

通知房務(wù)中心該團(tuán)已入住。12.在電腦中登記入住信息,更新團(tuán)隊(duì)主單信息,錄入客人姓名,打印團(tuán)隊(duì)客人名單4份。IV.TipsforServicePREV.NEXT前廳13.

安排行李員傳遞資料至各部門(mén),

請(qǐng)對(duì)方簽收。前臺(tái)收銀:預(yù)訂傳真、團(tuán)隊(duì)預(yù)訂單、團(tuán)隊(duì)客人名單?？倷C(jī):團(tuán)隊(duì)客人名單、叫醒時(shí)間(MorningCall)。禮賓:團(tuán)隊(duì)客人名單、出行李時(shí)間。客務(wù)部:團(tuán)隊(duì)客人名單、早餐時(shí)間、離店時(shí)間。14.

當(dāng)日所有團(tuán)隊(duì)抵店后,應(yīng)于晚上9:30前復(fù)印團(tuán)隊(duì)用餐安排傳至餐飲部簽收。IV.TipsforServicePREV.BACK前廳V.Words&ExpressionsBACKNEXThumancontact人與人的接觸 countv.有價(jià)值memorableadj.難忘的 impactn.影響printv.&n.打印;印;印刷 escortv.&n.護(hù)送;陪同vacantadj.空缺的;未被占用的 registerv.

登記inadvance

預(yù)先 extendv.

延長(zhǎng)前廳V.Words&ExpressionsPREV.BACK前廳VI.ExercisesBACKNEXT1.Matchthejobswiththestafflistedbelowandwritethelettersintheblanks.

roomclerk

bellmanreservationistdoorman前廳CABEDFA.carryingbaggageB.helpingtheguestsregisterC.introducingtoguestsbasichotelinformationD.checkinghotelvacanciesafterreceivingareservationrequestE.greetingguestsatthefrontdoorF.recordingreservationinformationVI.ExercisesPREV.BACK2.Workinpairstoactoutthedialoguesinthetext.Thenmakesomechangestothesituationsandpracticecheckinginaguestwithorwithoutareservationaccordingtotheworkingprocedures.前廳MajorContents前廳GuestService客戶(hù)服務(wù)???Whatproducesasatisfiedguest?I.Leading-inBACKNEXTWhatproducesasatisfiedguest?Havingabeautifulhotelwithexcellentrestaurantsandnumerousfacilitiesisverynicebutit’snotenough.Wemusthavefriendly,courteousandefficientstafftoprovideservicetoourguests,thatistosay,tosatisfytheirneeds.Onlyinthatway,canweproducesatisfiedguests.Rememberahotel’sreputationcanbemadeorbrokenbytheattitudeandbehaviorofitsstaff.Theyareextremelyimportanttothesuccessofahotel.I.Leading-inPREV.BACK預(yù)定服務(wù)程序II.WorkingProcedureBACKNEXT延房程序II.WorkingProcedurePREV.NEXT預(yù)定服務(wù)程序II.WorkingProcedurePREV.NEXT預(yù)定服務(wù)程序II.WorkingProcedurePREV.NEXT8.押金條和接待通知傳收銀簽收,接待通知留底聯(lián)存入相應(yīng)文件夾。訪(fǎng)問(wèn)或來(lái)電的處理II.WorkingProcedurePREV.NEXT訪(fǎng)問(wèn)或來(lái)電的處理II.WorkingProcedurePREV.BACK(R:Receptionist

G:Guest)R:Goodevening.IsthatDr.LewisinRoom3206?G:Yes.R:ThisisReception,Dr.Lewis.Youcalledustoreportthat——yourTV/ACwasnotworking.——yourroomwasverycold.——youhavenotowelsinyourbathroom.——youcan’tsleepatnightbecauseyourneighborwasmakingabignoise.III.DialoguesBACKNEXTDialogue1

——itemsinyourroomarenotreplenished.G:Yes,that’sright.R:I’mcallingtocheckwhethertheproblemhasbeensolved,Sir.EitherG:Oh,yes,thankyou.Yourpeoplewerehere5minutesago.R:Good.Thankyou,Sir.Goodnight.G:Goodnightandthanks.III.DialoguesPREV.NEXTOrG:No,Ihaven’tseenanybodysinceIcalledyou.R:I’msorry,Sir.I’llcheckwith

——Engineering.

——Housekeeping.

——theAssistantManager.G:Wouldyou?Thankyou.R:Thankyou,Sir.I’llcallyoubackassoonasIcan.III.DialoguesPREV.NEXT(O:OperatorH:housekeeper

G:Guest)O:Goodmorning,GardenHotel.Angelaisspeaking.MayIhelpyou?G:Yes,Istayedinyourhoteltwodaysago.WhenIgothome,IfoundthatI’dleftmybaginthehotelroom.O:MayIaskwhoiscallingplease?Andyourtelephonenumber?G:It’sMaryLee,andmyphonenumberis81123456.III.DialoguesBACKNEXTDialogue2O:OK,Ms.Lee,pleaseholdonforasecond.I’lltransferyourcall(putyouthrough)tothemanageroftheHousekeepingDepartment.H:Housekeeping,Davidspeaking.Howareyou,Ms.Lee?G:Hi.IamreallyforgettingandI’veleftmybaginyourhotel.H:Don’tworry,Ms.Lee.Couldyoupleasedescribeyourbagandgivemeyourroomnumberplease?G:It’saredbagbrandedGucci.Theroomnumberwas2356.H:Isee.I’llcheckwhetherithasbeenfound,andI’llcallyouback.III.DialoguesPREV.NEXT(10minuteslater.)H:Goodmorning,Ms.Lee.I’mpleasedtotellyouthatyourbaghasbeenlocatedinyourguestroomandisnowinstorage.G:ThankGod!Mightyoubeabletosendittome?H:Absolutely!Ms.Lee.Pleasegivemeyouraddressandcreditcardnumbersothehotelcouldbillyoufortheshippingcharges.G:OK.Thanks.III.DialoguesPREV.BACK換房

在不影響客人舒適度的前提下,避免不必要的換房,可節(jié)約人力,節(jié)省成本。因涉及房費(fèi)問(wèn)題,除非因酒店售房緊張等原因,應(yīng)盡量避免由較高價(jià)格房間換至較低價(jià)格房間。遇到此類(lèi)情況,應(yīng)報(bào)告大堂副理處理。1.接到客人換房要求,應(yīng)詢(xún)問(wèn)房號(hào),電腦查詢(xún)客人姓名,禮貌詢(xún)問(wèn)換房原因。MayIhaveyourroomnumber,Sir/Madam?

先生/女士,請(qǐng)問(wèn)您是哪個(gè)房間?Mr.××,isthereanythinguncomfortableinyourroom?××先生,請(qǐng)問(wèn)您對(duì)房間有什么不滿(mǎn)意嗎?IV.TipsforServiceBACKNEXT2.可能是因小設(shè)施問(wèn)題如燈泡壞了,或因客人不了解客房設(shè)施的使用方法,應(yīng)先聯(lián)系房務(wù)部。Mr.××,mayIsendaroomattendanttocheckitforyoufirst?××先生,請(qǐng)讓我先聯(lián)系房務(wù)部幫您檢查一下好嗎?3.電話(huà)通知賓客服務(wù)中心客人房號(hào)及問(wèn)題,請(qǐng)對(duì)方盡快回復(fù),做好電話(huà)記錄。4.賓客服務(wù)中心回復(fù)問(wèn)題解決后,致電客人以表示對(duì)此事的關(guān)注。Morning/Evening/Afternoon,Mr.××.Receptionist××isspeaking.Hastheproblemofyourroomsettledyet?IV.TipsforServicePREV.NEXT您好,××先生。我是前臺(tái)接待××。現(xiàn)在房間問(wèn)題解決了嗎?5.賓客服務(wù)中心回復(fù)告知客人的問(wèn)題確是需耗時(shí)較多的工程問(wèn)題,如下水管堵塞、衛(wèi)生間滲水等,則需換房。6.查詢(xún)同類(lèi)房間可售狀況,鎖定換房房號(hào),致電客人表示歉意。Mr.××,wearedeeplysorryfortheinconveniences.WouldyoumindchangingtoRoom××?××先生,我們?yōu)榻o您造成的不便深表歉意。您介意換

到××房嗎?7.若沒(méi)有同類(lèi)房間,應(yīng)考慮升級(jí)開(kāi)房,交由大堂副理處理。IV.TipsforServicePREV.NEXT9.收回舊房卡、鑰匙。10.更新電腦資料,修改房號(hào)、房?jī)r(jià),備注欄注明換房原因。11.接待通知分送收銀、賓客服務(wù)中心簽收。留底聯(lián)存檔。IV.TipsforServicePREV.BACKV.Words&ExpressionsBACKNEXTnumerousadj.許多的reputationn.名譽(yù);聲譽(yù)depositv.&n.存放;預(yù)付押金;定金

put...through接通電話(huà)brandv.&n.(加)商標(biāo);品牌

locatev.找到V.Words&ExpressionsPREV.BACKVI.Exercises1.Completethefollowingdialogue.AGuestReportsaLostItemR:_____________________________________________G:Yes,I’mpackingforcheck-outwhenInoticedthatmysunglasseswerenowheretobefound.SoI’mthinkingyoumighthelpmeout.R:_____________________Madam.____________________________G:Sure,Icheckedtheroomseveraltimes.Itmusthavebeentakenbythehousekeeperswhentheycollectedlinens.BACKNEXTGoodmorning,GardenHotel.MayIhelpyou?I’msosorrytohearthat,Haveyoucheckedroom?VI.ExercisesR:Don’t_____________________Couldyou_________________________________________G:MysunglasseswereredincolorandbrandedGucci.(Cashierisatthesametimehelpingtheladycheckingout.)R:Madam,Ireally_________________________.IpromisethatI’lldomybesttohelp.Oncewefindit,_________________________________.PREV.BACKworrytoomuch,Madam.describethelostitemplease?brieflyunderstandhowyoufeelnowI’llcallyoubackimmediatelyMajorContents前廳BusinessCenter&TelephoneService商務(wù)中心和電話(huà)服務(wù)???BusinessServices

I.Leading-inBACKNEXT前廳BusinessServices

Nowadays,modernhotelscontinuallyintroducenewservicestandardsandthelatesttechnologytokeepupwiththefastchangingbusinessworld.Guestshavetheassuranceoffriendlyandhighlyprofessionalstaffcombinedwiththeadvantageofallthelatestbusinesssystems,inrooms,businesscenter,andsometimesthroughoutthehotel.I.Leading-inPREV.NEXT前廳ServicesprovidedintheBusinessCentreofteninclude:ComputerWorkstations(selfservice)計(jì)算機(jī)工作站(自助)Internetaccess互聯(lián)網(wǎng)接入E-mailservices電子郵件服務(wù)Printing打印MSOffice2017微軟辦公軟件2017OfficeServices辦公服務(wù)Fax&Photocopying傳真復(fù)印Transparencies幻燈片Scanning掃描Laserprinting激光打印I.Leading-inPREV.NEXT前廳ServicesprovidedintheBusinessCentreofteninclude:Zipdrive移動(dòng)存儲(chǔ)器SecretarialServices文秘服務(wù)WordProcessing文字處理Dataentry數(shù)據(jù)錄入CDburner光盤(pán)刻錄Express快遞服務(wù)AdditionalServicesandAmenities其他服務(wù)和贈(zèng)品Conferencetable會(huì)議桌WirelessInternetnetworkcard無(wú)線(xiàn)互聯(lián)網(wǎng)卡I.Leading-inPREV.NEXT前廳ServicesprovidedintheBusinessCentreofteninclude:Tollfreehigh-speedInternetaccess免費(fèi)高速互聯(lián)網(wǎng)接入Officesupplies

辦公用品Notecards

速記卡DailyNewspapers,e.g.USAToday,FinancialTimes每日贈(zèng)報(bào),如《今日美國(guó)》、《金融時(shí)報(bào)》Namebadges

姓名牌PlaceCards

標(biāo)志卡(標(biāo)明各個(gè)位置)TentCards

帳篷卡(指示各個(gè)會(huì)談場(chǎng)所)I.Leading-inPREV.BACK前廳一、打字、復(fù)印、發(fā)傳真服務(wù)程序II.WorkingProcedureBACKNEXT前廳一、打字、復(fù)印、發(fā)傳真服務(wù)程序II.WorkingProcedurePREV.NEXT前廳WechargeRMB××yuanapageforcopying.復(fù)印××元一頁(yè)。Forsendingoutinternational/domesticfax,wechargeRMB××yuanapage.發(fā)國(guó)際/國(guó)內(nèi)傳真每頁(yè)××元。一、打字、復(fù)印、發(fā)傳真服務(wù)程序II.WorkingProcedurePREV.NEXT前廳Inwhatletterformandformat?請(qǐng)問(wèn)用什么字體和格式?Itmighttakeonehourorsotofinishit.Wouldyoupleasecomebackforitinanhour?大概要花一個(gè)小時(shí)才能完成。您一小時(shí)后來(lái)取好嗎?Wouldyoupleaseproofreadit,soIcouldcorrectthemistakes?請(qǐng)您校對(duì)原稿以便我能修正錯(cuò)誤好嗎?Wouldyoulikemetoprintoutacopyforfine-tuning?您要預(yù)打一份來(lái)作調(diào)整嗎?Hereisthecopyandtheoriginal.這是您的打印稿和原件。一、打字、復(fù)印、發(fā)傳真服務(wù)程序II.WorkingProcedurePREV.NEXT前廳二、收傳真服務(wù)程序II.WorkingProcedurePREV.NEXT前廳二、收傳真服務(wù)程序II.WorkingProcedurePREV.NEXT前廳二、收傳真服務(wù)程序II.WorkingProcedurePREV.NEXT前廳二、收傳真服務(wù)程序II.WorkingProcedurePREV.BACK前廳(C:ClerkG:Guest)G:Hello.Isthereanyfaxforme?Myname’sRockwell.C:Wouldyoutellmeyourfullnameandroomnumberplease?I’llcheckforyou.G:MynameisCarlRockwell.Myroomnumberis2306.C:Thankyou.Onemomentplease.Mr.Rockwell.I’mafraidthere’snothingforyouatthemoment.G:OK.Look,couldyouphonemeinmyroomifafaxcomesin.C:Certainly,Sir.III.DialoguesBACKNEXT前廳Dialogue1G:Hello.Isthereanyfaxforme?Myname’sRockwell.C:Yes,wedohaveafaxfromtheU.S.forMr.Rockwell.MayIknowyourfullnameplease?G:It’sCarlRockwell.C:OK,Mr.Rockwell.Howareyougoingtopayfortheincomingfax?Bycashorsignthebill?G:I’llsignit.Thankyou.C:Thankyou,Mr.Rockwell.I’llputthatinyouraccount.Goodbyeandhaveaniceday.III.DialoguesPREV.NEXT前廳Or(C:Clerk

G:Guest)G:Excuseme.MayIphotocopyandtypesomedocumentshere?C:Sure,Sir.Howmanycopiesdoyouneed?G:Letmesee.10copiesforphotocopyingand5copiesfortypingplease.Bytheway,howdoyoucharge?C:RMB2yuanonepageforphotocopyingand10yuanonepagefortyping,Sir.III.DialoguesBACKNEXT前廳Dialogue2G:OK.Thatsoundsreasonable.C:Definitely,Sir.WouldyouliketowaithereorshallIsendthemtoyourroomlater?G:Thankyou.I’llwaitoutsideinthelobbybar.C:Gladtobeofservice,Sir.I’llcallyouwhenIfinish.III.DialoguesPREV.BACK前廳電話(huà)溝通技能Stepstofollow:(1)GREETCALLERGoodmorning.Goodafternoon.Goodevening.(2)IDENTIFYSELF ××Hotel,Operatorspeaking.Reception,Alicespeaking.Information,Jerryspeaking.Frontoffice,Wangspeaking.Reservation,Helenspeaking.IV.TipsforServiceBACKNEXT前廳IV.TipsforServicePREV.NEXT前廳(3)OFFERHELP CanIhelpyou?MayIhelpyou?(4)LISTENACTIVELY I’dliketomakeareservation.I’dliketospeaktotheaccountingdepartment.Isthereavideotonight?Myroomisverycold.(5)IDENTIFYCALLER MayIknowwhoiscalling,Madam?MayIhaveyournameandroomnumber,Sir?(6)STATEACTION&TIME Onemomentplease.Iwillputyouthroughtothefrontdesk.Holdonasecond,please.I’mconnectingyoutotheaccountingdepartment.Housekeepingwillbringituptoyouin5minutes.I’llcheckitoutandcallbackin5minutes.I’llhavetheengineergotoyourroomin5minutes.I’llasktheDutyExecutivetocallyoubackin10minutes.IV.TipsforServicePREV.NEXT前廳(7)LISTENACTIVELY Oh,good.Thankyou.(8)RESPOND&CLOSE You’rewelcome,Sir.Goodbye.IV.TipsforServicePREV.BACK前廳V.Words&ExpressionsBACKNEXTcontinualadj.接連的;持續(xù)的latestadj.最近的;最新的technologyn.應(yīng)用技術(shù) assurancen.保證;保險(xiǎn)combinev.結(jié)合 advantagen.有利條件;優(yōu)勢(shì);好處photocopyn.&v.復(fù)印(品) transparencyn.幻燈片scanningn.掃描 lasern.激光expressn.快遞 前廳V.Words&ExpressionsPREV.NEXTdomesticadj.家的;國(guó)內(nèi)的forwardv.發(fā)送;轉(zhuǎn)交 formatn.格式proofreadv.校對(duì) fine-tunev.調(diào)整originaln.&adj.最初的;原來(lái)的;原作;原