1、实用阶梯英语,,酒店英语项目实训指导书,,大连理工大学出版社,Diagram,,大连理工大学出版社,Program 1,Front Office项目一 前厅部,Front Office is the answer station for residence halls. If you have any questions about housing, or need assistance from Housing staff, or directions to a new location, stop by or call and ask the desk staff. They are al
2、l knowledgeable about the hotel, the nearby places, and the city. In most halls, Front Office is located near the main entrance. Also, you register, check-in, check-out, change money and ask for other helps there, so Front Office is an open window of a hotel.,Front Office Introduction 前厅部介绍,,大连理工大学出
3、版社,Hot Tip,前厅部是酒店住宿的总服务台。如果 你有住宿方面的问题，需要客房工作人 员的协助或地点问询等，你都可以到前厅 部或打电话给前厅部解决。这里的工作人员对酒店本身， 周围环境，甚至整个城市都很熟悉。大多数酒店的前厅部 都靠近正门。你可以在这里登记入住，结账离店，兑换货 币或询求其他帮助。可见前厅部是酒店对外的“窗口”。,,大连理工大学出版社,Hot Tip,Main Functions of the Front Office 前厅部主要功能, Information Inquiry Service 信息问询服务 Room Reservation Service 客房预订服务 C
4、heck-in Service 入住登记服务 Concierge Service 礼宾服务 Business Center 商务中心 Check-out Service 离店结账服务,,大连理工大学出版社,Concierge Services,5,Front Office,Receiving Room Reservations,1,Extending the Stay and Changing the Room,3,,大连理工大学出版社,Hot Tip,Task 1 Receiving Room Reservations 工作任务一 受理客房预订,Task Objectives 任务目标 Af
5、ter learning, you should be able to: 学完后，应该掌握： receive FIT reservations 受理国外散客预订 receive group reservations 受理团队预订 receive guaranteed room reservations 受理有保证的客房预订 receive room reservation cancellation 受理客房退订 receive room reservation revision 受理客房预订变更,,大连理工大学出版社,Hot Tip,Sub-task 1: Receiving FIT Room
6、 Reservations 子任务一 受理国外散客预订,Sample,情景实例,Scene: George Smith and Lauren Smith, a British couple, are going to spend their holidays in China. Now Mr. Smith is making a reservation at Marriott Hotel in Ningbo through a long distance call. (R=Receptionist, C=Customer) R: Good morning, Marriott Hotel. Ca
7、n I help you? C: Good morning. Have you got vacancies from July 18th to 20th? Id like to make a reservation for three nights. R: All right. Single or double room? C: Double room, please. R: Let me check. Yes, we have a double room available. C: Is that with or without bath? R: Its a room with shower
8、 and toilet. C: That sounds good. Is there air conditioning? R: Certainly, sir.,,大连理工大学出版社,Hot Tip,C: How much will it be for one night?R: Let me see. A double room is RMB 600 yuan per night.C: Does that include breakfast?R: Yes, that includes a Chinese or American breakfast and a newspaper China Da
9、ily. C: Do you accept Visa Card? R: Yes, we do. What time will you be arriving? C: I should be there around 7：00 p.m. on the 18th. R: OK, sir. Could I take your name and contact number, please? C: Yes, my name is George Smith. Mobile phone number is 0013602923671. R: Could you spell that, please? C:
10、 George Smith, G-E-O-R-G-E, S-M-I-T-H. R: Mr. George Smith. A double room with bath and air conditioning for the nights from 18th to 20th. Am I correct? C: Yes, thats right. Thank you. R: You are welcome, sir. We are looking forward to your coming. Goodbye.,,大连理工大学出版社,Hot Tip,Words and Expressions,词
11、汇与表达,long distance call 长途电话 vacancy n. 空位 single room 单人房 double room 双人房 air conditioning 空调 mobile phone 手机，移动电话 look forward to 期望,,大连理工大学出版社,Hot Tip,Situational Training,情景实训,1. Role play Your name is Bill Brown. Youd like a single room with shower from July 18th to 22nd. The hotel receptionist
12、 answers the phone and accepts the booking. 2. According to the dialogue you made above, fill in the missing information in the Reservation Form.,,大连理工大学出版社,Hot Tip,Reservation #Mr./Mrs./Miss/Ms.: _ Arr. Date: _ Dep. Date: _ ETA: _ No. of nights: _ Room type: _ No. of rooms: _ No. of persons: _ Rate
13、 quoted: _ Contact/Company name:_ Address: _ Phone No.: _ Method of payment: _ Gtd booking: _,,大连理工大学出版社,Hot Tip,ETA = estimated time of arrival 估计到达时间 Gtd = guaranteed 有保证的 N/A = not available 没有房间,NOTES,,大连理工大学出版社,Hot Tip,Sub-task 2: Receiving Group Reservations 子任务二 受理团队预订,Sample,情景实例,Scene: The
14、telephone rings. The receptionist answers the phone. (R=Receptionist, C=Customer) R: Reservations. May I help you? C: Yes. I am calling from Sunny Trade Company. Id like to know if you have rooms available. We are going to have a conference. R: May I know how many people there will be in the confere
15、nce? C: 20 persons. R: What kind of room would you like? C: Id like 10 twin rooms. R: For when? C: For July 21st, 22nd, and 23rd.,,大连理工大学出版社,Hot Tip,R: One moment, please, sir.(The receptionist is checking the list.)Yes, we can confirm 10 rooms for those days.C: Thank you. Is there any special rate
16、for a group reservation? R: Yes, there is a 15 percent discount. C: Thats great. R: By the way, how will you be settling the accounts, please? C: Our company will cover all the expenses and we will send you a cheque soon. Oh! According to the program, they will have a meeting on the 22nd. Have you g
17、ot a middle-sized conference hall? R: Yes, sir, we have a very nice multifunction hall, but youll have to speak to the sales manager about that. Please hold on a moment and I will put you through.,,大连理工大学出版社,Hot Tip,Words and Expressions,词汇与表达,available a. 可获得的 twin room 双床双人房 group reservation 团队预订
18、 special rate 特价 cheque n. 支票 conference hall 会议厅 multifunction hall 多功能厅 sales manager 销售经理 hold on 稍等 put.through 转接,,大连理工大学出版社,Hot Tip,Situational Training,情景实训,1. Role play Suppose you are the leader of a travel agency. You are calling Room Reservations of Beijing Hotel. You want to book 10 twin
19、 rooms from 6th of October to 10th of October for your group members, who will stay in Beijing to have a travel. The room rate is 180 dollars per night. You can enjoy a 15% discount for the group reservation. 2. According to the dialogue you made above, fill in the missing information in the Reserva
20、tion Form.,,大连理工大学出版社,Hot Tip,Reservation #Mr./Mrs./Miss/Ms.: _ Arr. Date: _ Dep. Date: _ ETA: _ No. of nights: _ Room type: _ No. of rooms: _ No. of persons: _ Rate quoted: _ Contact/Company name: _Address: _ Phone No.: _ Method of payment: _ Gtd booking: _,,大连理工大学出版社,Hot Tip,Sub-task 3: Receiving
21、Guaranteed Room Reservations 子任务三 受理有保证的客房预订,Sample,情景实例,Scene: Mr. Smith calls the Reservations of the Marriott Hotel to reserve rooms. The receptionist explains and asks for necessary details. (R=Receptionist, C=Customer) R: Good afternoon, Reservations. Can I help you? C: This is George Smith. Id
22、 like to reserve a room for my friends. R: Oh, Mr. Smith. What type of room do you prefer? C: A twin room, please. R: For which dates? And how many guests will be arriving? C: From July 18th to July 20th. Two persons.,,大连理工大学出版社,Hot Tip,R: Hold on, please. One twin room from July 18th to July 20th.
23、Yes, we still have rooms available. The rate will be RMB 550 yuan per night. C: OK, thats fine. R: Can I have your guests names, please? C: Tom Gree and his wife. Can you give us a special rate since ours is a company booking? R: There is a 20% company discount. C: Great. With or without breakfast?
24、R: The room rate includes free breakfast. How do you wish to guarantee your booking?,,大连理工大学出版社,Hot Tip,C: My Visa Card. The card number is 6637 00092 2224.R: Thank you. How will they be arriving?C: By air. Do you offer airport pick-up services? R: Yes. What is their flight number? C: Flight AU 220,
25、 arriving in Shanghai at 3:00 p.m. on the 18th. R: OK, our hotel shuttle bus will pick them up at the airport when they arrive. C: Thank you. Goodbye. R: Youre welcome. Goodbye, Mr. Smith.,,大连理工大学出版社,Hot Tip,Words and Expressions,词汇与表达,prefer v. 更喜欢 guarantee v. 保证 shuttle bus 班车 Visa Card 维萨卡 Pick-
26、up service 接机服务,,大连理工大学出版社,Hot Tip,Situational Training,情景实训,1. Role play Mr. Jason calls the Reservations of Marriott Hotel to reserve a suite with the river view for his boss. The staying date is from Oct. 5th to Oct. 7th. The room rate is 200 dollars per night. He hopes to guarantee his reservati
27、on with Visa Card. 2. According to the dialogue you made above, fill in the missing information in the Reservation Form.,,大连理工大学出版社,Hot Tip,Reservation #Mr./Mrs./Miss/Ms.: _ Arr. Date: _ Dep. Date: _ ETA: _ No. of nights: _ Room type: _ No. of rooms: _ No. of persons: _Rate quoted: _ Contact/Company
28、 name: _Address: _ Phone No.: _ Method of payment: _Gtd booking: _,,大连理工大学出版社,Hot Tip,Sub-task 4: Receiving Room Reservation Cancellation 子任务四 受理客房退订,Sample,情景实例,Scene: A guest wants to cancel the reserved room under the name of Jack Brown. The receptionist helps him make the cancellation. (R=Recept
29、ionist, G=Guest) R: Room Reservations. May I help you? G. Id like to cancel a reservation. R: Who is the reservation made for? G: Jack Brown. R: How do you spell that, please? G: B-R-O-W-N, Brown.,,大连理工大学出版社,Hot Tip,R: What was the date of the reservation?G: From October 2nd for 3 nights.R: Excuse m
30、e, but is the reservation for you? G: No, its for my friend. R: May I have your name and phone number, please? G: Yes, its Mary and my number is 365-7071. R: Thank you, maam. Ill cancel Mr. Browns reservation from October 2nd for 3 nights. We look forward to another chance to serve you.,,大连理工大学出版社,H
31、ot Tip,Words and Expressions,词汇与表达,cancellation n. 取消 room availability 客房预订情况（有无空房）,,大连理工大学出版社,Hot Tip,Situational Training,情景实训,Role playMary wants to cancel a reservation. The date of reservation is from June 2nd to June 4th, for 3 nights altogether. The reservationist cancels the reservation for
32、 Mary.,,大连理工大学出版社,Hot Tip,Sub-task 5: Receiving Room Reservation Revision 子任务五 受理客房预订变更,Sample,情景实例,Scene: The guest Alice made a room reservation for 2 nights. She wants to extend her stay for 5 nights. The hotel clerk helps her revise the reservation. (C=Clerk, G=Guest) C: Room Reservations. May I
33、 help you? G: Yes, my name is Alice, and I made a reservation for 2 nights from July 11th to July 13th. Id like to extend it for 2 more nights until the 15th. C: For 5 nights from July 11th to July 15th? G: Thats right. C: Will there be any change in your room type? Your reservation is for a twin ro
34、om. G: No. C: Thank you, madam. We will extend the reservation for you.,,大连理工大学出版社,Hot Tip,Situational Training,情景实训,Role play Mr. Brian reserved two twin rooms with the Garden Hotel for business meeting for 2 nights from May 4th to May 5th. Now he is calling from London to change the date of the re
35、servation for his meeting has been delayed until May 6th to May 7th. The room type has not been changed.,,大连理工大学出版社,Hot Tip,What you should be able to know 你应该知道的知识,Task Procedure,任务流程, Greet the guest. 向客人问好。 Ask the guest for the following reservation information: 向客人询 问下列预订信息：The date of arrival
36、and departure. 客人到达和离开的时间。The number of the people. 住店的人数。The room type and the number of rooms. (客人所要的)房型和房间数。,,大连理工大学出版社,Hot Tip, Check the room availability in the computer.在电脑上核查是否有空房间。 Get the following information from the guest:从客人那里获取下列信息：The name of the guest or the name of the group. 客人姓名或
37、团队名称。The guests telephone number. 客人的电话号码。The contact name and his telephone number.(如果是代订需要留下)代订人的姓名及电话号码。 Confirm the reservation.确认预订。 Extend your wishes.表达祝愿。 Form the reservation record.形成预订记录。,,大连理工大学出版社,Hot Tip,Task Skills,任务技巧, The receptionist should answer the phone call before the phone r
38、ings for the third time, then make a self-introduction with polite expressions and speak in a friendly and clear tone with moderate speed.,在电话响第三声之前，接待员应接起电话，并礼貌地做自我介绍，用清晰、友好的语调和适当的语速作答。,,大连理工大学出版社,Hot Tip, Ask the guest about the time of his arrival and departure with the following sentences:,用下列句子
39、询问客人到达和离开的时间：,What date would that be? For which/what date? For when? How long will you intend to stay?,,大连理工大学出版社,Hot Tip, Do confirm after getting all of the information about the reservation.,在获得所有预订信息之后一定要确认。, If you dont understand what the guest says, be sure not to guess or pretend to know at
40、 all. Certainly you dont have to be afraid of this. Ask the guest to say again with:“I beg your pardon.” “Pardon?”or“ Sorry, I can not catch you. Could you please repeat that?”,没有听懂或没有听清客人的话时，切忌猜测，更不要假装明白。当然也不用怕。可以请客人再说一遍，如：“请再说一遍”，“请重复一下”，或是“对不起，我没有听懂，能否再重复一遍？”,,大连理工大学出版社,Hot Tip, If the rooms are
41、fully booked, or the rooms needed have been reserved, you can recommend the followings to the guest in order to solve the problem:Some other kinds of rooms.Some other staying date.Some other hotels.,如果酒店客房已经订满，或是客人所需房间已经被预订，可以用下列办法来解决此事： 推荐别的房型。 推荐其他入住日期。 推荐其他酒店。,,大连理工大学出版社,Hot Tip, After reservatio
42、n, be sure to say to the guest: “ We look forward to your arrival”.,预订结束后，务必要说：“我们期盼您的光临。”,,大连理工大学出版社,Hot Tip,Useful Knowledge,实用知识, Room types as classified as follows: 宾馆的房间一般分为以下几种：,single room 单人房 double room 双人间 twin room 两张单人床的双人间 studio room 小型公寓式套间 triple room 三人间 suite 套间 deluxe suite 豪华套间
43、executive room 行政房,,大连理工大学出版社,Hot Tip, Some useful expressions in the Front Office 前厅部工作中的实用表达,Reservation 预订部 Information 问询处 Reception 接待处 Cashiers Counter 收银台 Front Office Manager 前厅部经理 Front Office Supervisor 前厅部主管 Lobby Assistant Manager 大堂经理 Reservation Manager 预订部经理 Reservation Supervisor 预订部
44、主管 Reservationist 预订员,,大连理工大学出版社,Hot Tip, The types of the guests in hotels 酒店客人的种类,GITS (Group inclusive travelers) 团队客人FITS (Foreign individual travelers) 国外散客Corporate business travelers 公司商务旅游客Walk-in 没有预订直接入住的客人,,大连理工大学出版社,Hot Tip, Some useful sentences 实用句型,May I have/Would you tell me _?,your full name 请告诉我您的全名？ your phone number 请告诉我您的电话号码？ your arrival date 请告诉我您的到达时间？ your companys name 请告诉我您公司的名字？ your departure date 请告诉我您的离店时间？,
