酒店英語 課件 第三章入住登記

ChapterThree

Reception

入住登記Decidewhetherthefollowingstatementsaretrueorfalse.WriteTfortrueandFfalse.1.___________Recepionistisachallengingpositionthatmanyhospitalitystudentshavetofacewhentheystarttheirhotelcareer.2.___________Aftertheguestregisters,thereceptionisthandsgueststhekeysandroomcards,andsendabellmanorportertotakethemtotheirrooms.3.___________Thecheck-inprocedurehasbeencomputerizedinmosthotelsinChina.ReceptionistpreferstouseOperainsteadofthePMSinChinese.4.____________GreetingandreceivingguestsandcustomerservicearemainjobdescriptionsofareceptionistattheFrontDeskofahotel.5.____________Areceptionistanswersinquiriesoveramulti-linephonesystemwhilegreetinganddirectingguestsexceptforrespondingtothecomplaints.PassportIDcardSignatureRegistrationform/cardRoomcardDriver’slicenseHavereservationornotNamePassportNo./IDcardNo.WayofpaymentConfirmRoomtypeDurationofstaying招呼客人詢問客人是否有預(yù)訂詢問客人姓名問客人要身份證/護(hù)照與客人確認(rèn)請客人配合

簽名確認(rèn)

保管房卡告訴客人房間在哪

自助早餐的用餐時(shí)間祝客人祝店愉快客房類型逗留時(shí)間付款方式

與客人打招呼Goodmorning,GardenHotel.WhatcanIdoforyou?/HowcanIhelpyou?詢問客人有無預(yù)定Doyouhavea_____________,please?Doyouhavea______________ofyourreservation,please?reservation

confirmation

詢問客人姓名Couldyoutellmeyourname,please?Couldyouspellyourname,please?確認(rèn)預(yù)訂日期，房型和價(jià)格Soyouhavereservedastandarddoubleroomfortwonights.Therateis500yuanpernight.詢問付款方式Howwillyoubepaying?Howwouldyouliketopay?Bycreditcardcashtraveler’schequesPleasedon’tforgetto________yourkeycardwithyou.Pleaserememberto________yourkeycardatalltimes.

keepcarry/bring請客人妥善保管房卡房卡的用處ChangemoneyChargefoodanddrinkstoyourroomTaketheelevatorAproofforusingthegym,swimmingpool告訴客人房間在哪里Youare__________room216_______thesecondfloor.Yourroomis______thesecondfloor,room216.You’ll(stay)__________inroom216_____thesecondfloor.

inononbestayingon案例分析1）Ifaguestcometocheckinbuttheroomtypeshowninthehotelsystemisnotthesameastheonehereserved,andtheroomtypehebookedisfullyoccupiedatthemoment,whatwouldyoudo?如果客人來登記入住，但是電腦里的房型顯示和他的訂房的房型不一樣，而此刻他定的房型酒店已無房，你該如何操作？

2） Howwouldyoudoasareceptionistiftheguestcan’tprovidehis/herIDcardorpassport?一個(gè)客人忘記攜帶身份證或護(hù)照，作為前臺接待，該如何處理？3)Howwouldyouupselltheroomtoaguestwhenhechecksin?你怎樣跟登記入住的客人積極推銷客房？Translation翻譯

1)Guestswithapriorreservationshouldhaveapre-printedcardwaitingforthematthefrontdesk.________________________________________________________________2)Today,itisraretofindanyhoteloperatinginamanualenvironment._________________________________________________________________3)酒店大堂經(jīng)理是酒店前廳的一個(gè)重要角色。_________________________________________________