1、Registration,Elementary,By Jolin,教学目的及内容,目的：通过本单元的学习，能基本熟练掌握 登记入住的重点句型，和客人进行交流，并能帮客人解决登记入住方面遇到的问题。内容：1.) 登记入住服务程序 重点：客人类型 护照及签证辨认 登记入住表格填写 2.)情景模拟 3.)处理客人入住方面问题 4.)相关巩固练习,一.登记入住服务程序,GreetingsAsk if there is a reservation in advanceConfirm the necessary information (room type, room rate)Let the guest
2、 fill in the registration formAsk for the payment in advanceDeliver room key and inform HSKP,1.Addressing the customer,对男性客人，尊称为Sir，Mr.; 面对女性客人时尊称为Madam，Ms. 称谓应与客人的姓一起使用，如不能确定应问:May I know which is the last name?称呼已婚女性用Mrs.，未婚女性用Miss.，不能确定用Ms.。在招呼客人时，最好说“Excuse me, Sir (Ms)”, 不要直接称呼Mr.或Ms. 至于称呼小孩，可以
3、直接使用Excuse me，但是不可以直接称呼boy或girl.,Types of customer,chance customer / walk-in customer 偶然光顾的顾客/未预定的散客no-show guest 放弃预定的客人（订房未取消未到）Sleep-out guest 在外过夜客人Joiner/share-with 合住客人Walk-away guest/ skipper 逃帐者,2. Learn to identify passport, visa,visa签证 surname (last name)姓 sex 性别first (given) name 名 birth
4、date 出生日期nationality 国籍 expiry date ( 或 before)失效日期(或必须在.日之前入境) official use only 官方填写 for stays of 停留期为. passport No. 护照号 Control No. 编号Issue At 签发地 Issue Date (或On) 签发日期visa type (class) 签证种类,附：签证实例,3.Registration form,Words and impressions：出生日期 date of birth姓 surname 名 first name国籍nationality 籍贯p
5、lace of birth 护照 passport 签证visa抵店日期 arrival date 离店日期 departure date 付款方式 payment 房租 rate信用卡 credit card 签名 signature 预缴定金 advance deposit,REGISTRATION FORM OF TEMPARY RESIDENCE,Useful Sentences,您填一下登记表好吗？ Would you please fill in the registration form?只需要把您的姓写在第一行，然后是您的名字。在这里签名。 Just put your surn
6、ame here on the first line and then your first name. And sign here.可以看一下您的护照吗？我们登记时要用。 May I see your passport, please? We need it for registration.请在右下角签名。 Please sign at the bottom on the right hand side.您可以先不填这一项，我待会儿帮您补上。 You can just skip that, and Ill fill it in for you later on.,4. Paying met
7、hod,许多酒店在收付款时声明：个人支票恕不接受。（Personal checks are not accepted.）酒店一般只接受国际通用的信用卡，声名卓著的有：鉴证卡/维萨卡Visa (VS)美国运通卡American Express (AE/AX/Amex)万事达卡Master Card (MC),大莱卡Dinners club (DC)欧洲卡Euro card (EC)巴克莱卡Barclaycard (BC)联邦卡/发达卡Federal Card长城卡Great Wall Card,Useful Sentences,您想怎样付款，是现金还是信用卡？ How will you pay
8、your bill, cash or credit card?让我划印您的信用卡好吗？ May I take a print of the card, please?您的账单由香港贸易公司支付。 Your bill will be paid by the Hong Kong Trade Company.您有没有这些种类的信用卡？ Do you have any of these credit cards?我们接受以下种类的信用卡 We accept the following credit cards很抱歉，我们不接受个人支票。 Im sorry, but were not allowed t
9、o accept personal checks.,二. Receiving a walk-in guest,情景描述： 一位未预定客人来到前台，想要一件带浴室的单间。前台接待查看了入住情况，目前只有带浴室的双人间。明天才会有一间带浴室的单间可入住。客人决定当天入住双人间，并且预定明天的单人间，住3晚。 前台接待请客人出示身份证或护照，并填写入住登记表。客人出示了护照。根据酒店政策，为预定客人需预支账单。客人使用欧洲卡付账。之后得到收据房卡和钥匙。房间在5楼528。前台接待指给他电梯并询问有无其他要求。客人需要叫醒服务。,R: Good morning, sir. May I help you
10、?G: Yes. Do you have a single room with bath?R: Have you made a reservation, sir?G: Im afraid not.R: Would you mind waiting for a moment .please? I will check the room availabilitySorry to have kept you waiting. Im afraid we dont have a single room with bath at present. We do have a double room with
11、 bath now. Tomorrow a single room with bath will be available.,G: In that way, I will stay in the double room with bath today. Please reserve that single room with bath for me tomorrow for 3 nights.R: No problem. May I see your Identification Card or your passport, please?G: Here is my passport.R: P
12、lease fill out this registration form, sir. Could you pay your bill in advance, please?G: Do you mean the whole amount in advance?R: Yes, sir. Its our policy to guests without a reservation.G: Ok. Here is my Euro Card.,R: Thank you, sir. Here is your receipt. Your room number is 528. Its on the fift
13、h floor and the lift is over there. Take your Room Card and your key. Anything else I can help?G: Could I have a six oclock wake-up call?R: Certainly. The bellman will show you up. Have a nice evening.G: Thank you and good-bye.,Register A Gust With Reservation,Receptionist: You work in Garden Hotel.
14、 A guest with reservation is coming to you. You get her name at first and then find her reservation (a single room with bath,$50 advance deposit). Her room number is 606 on the sixth floor. You should ask her to fill in the registration form. And then find the guest forgets to fill in the departure
15、date. Give her the key card and remind her take good care of it.Guest: Your name is Cathy Lee. Youve reserved a room in Garden Hotel two weeks ago (a single room with bath,$50 advance deposit). Now you are at the reception desk. You want to stay at the hotel from Sept.23 to Sept. 25.,Sample:R: Good
16、morning. Welcome to Garden Hotel. Can I help you?G: Yes, I booked a single room with bath two weeks ago. My name is Cathy Lee.R: How do you spell your name?G: Its C-a-t-h-y L-e-e-.R: Thank you ,Ms. Lee. Just a moment. Ill check the arrival list. After a while) Yes, we have your reservation. Ms. Lee,
17、 a single room with bath. You have paid $50 as advance deposit, am I right?,G: Yes.R: Your room number is 606. Its on the sixth floor. Would you please fill out this registration form?G: Yes. Should I write down my passport number here?R: Yes. Im afraid you have to.G: Here you are.R: Let me seeOh, M
18、s Lee. You forgot to put in the date of your departure. You are leaving in？G: Sept. 25.R: Everything is all right. You will be staying in Room 606 from Sept. 23 to Sept. 35 for two nights. The rate is $40 per night. Here is your keycard.,Please make sure that you have it with you all the time. You n
19、eed to show it when sign for your meals and drinks in the restaurant and the bars.G: Ok. I will take good care of itR: And now if you are ready, Ms. Lee. Ill call the bellboy and hell take you to your room.G: Yes, thank you.,三.Extending the stay,How to extend the stay for the guest?Check to see if t
20、here is a room availableAsk the guest to change the registration form with the dates.Should there be no room left, put the guest on the waiting list or find him another hotel.,可以问客人： （您想再住多久？） How much longer would you like to stay? 然后查一下电脑：（我查看一下本店房间预订情况。）Ill take a look at the hotels booking situa
21、tion如果有的话可以说：（我们很高兴可以接受您延长住宿的要求。）Im glad that well be able to accept your extension request 需要换房就说：（不过，恐怕最后两天我们得请您搬到别的房去。） But Im afraid that it will be necessary for us to ask you to change rooms for the last two nights最好要告诉客人为什么要换房：（我们已经把您住的房间订给了另外一位先生。）We have already booked your room to another
22、gentleman,五.Exercises,Study the following dialogue between a receptionist and a guest, and find out the mistake in it. R: Garden Hotel. Good afternoon! What do you need? G: Id like to book a double room. R: We dont have any double room left. We only have single room available, but its more expensive
23、. G: Whats the rate? R: Its $200 per night. G: Is there a special rate for me?,R: No. its impossible. We dont offer discount at all.G: Ill take it.R: Whats your name?G: Jack.R: May I have your telephone number?G: 2884567.R: Thank you, Mr. Jack. A single room at $200per night. Your phone number is 28
24、84567. Is that all right?G: Yes.R: Goodbye.,2. Listening script.I flew into Atlanta the afternoon before a big meeting. I hailed a taxi at the airport and told the driver the name of the hotel. I asked him how long it would take to get there. He said it would only be 20 minutes. I sat back and relax
25、ed.We got to the hotel and the doorman helped me take my luggage to the check-in desk . I said to the front-desk employee.Rob: Hi, Im checking in. The last name is Rama.Clerk: Yes, here is your reservation . You have a standard room reserved for two nights. Is that right?Rob: Actually, no. It should
26、 be a suite. I had booked a non-smoking king.Clerk: Oh, my mistake. The reservation is for a suite and it is a non- smoking room with a king bed. Im sorry for the error.,Rob: Thats okay. Im here a little early. Is it possible to check in right now?Clerk: Sure, thats no problem. May I have your credi
27、t card? We need a credit card on file for your room charges and incidentals.Rob: Here it is.Clerk: Okay, now if you could please verify the room rate here, initial next to the X, and sign right here. How many keys will you need?Rob: Oh, just one.Clerk: Okay, youre all set. Youre in room 1201. Take the elevators to the 12th floor and it will be on your left. Do you need any help with your bags?Rob: No, Im fine. Thanks.Clerk: Enjoy your stay.,
