饭店服务英语.pptx

George Brown 先生向北京东方君悦大酒店预订一间双人间，房费每天为先生向北京东方君悦大酒店预订一间双人间，房费每天为138美元。美元。时间：时间：4月月20日到日到22日，一共日，一共3天。天。George Brown的电话号码是的电话号码是00440246720598。预订员李聪办理了这个电话预订手续。预订员李聪办理了这个电话预订手续。Revision:Make a dialogue 第1页/共48页Li:Good afternoon,Grand Hyatt Beijing,room reservation.May I help you?Brown:Yes,Id like to reserve a room from 20th to 22nd of April.Li:Please wait a moment.Ill check our rooms available for these days.Thank you for waiting,sir.What type of room would you like?Brown:A double room.Whats the room rate per night?Li:138 US Dollars.Will that be all right?Brown:Yes,that will be fine.Thank you.Revision:Make a dialogue 第2页/共48页Li:With pleasure!May I have your name and your telephone number?Brown:Sure.my name is George Brown and my telephone number is 00440246720598.Li:Thank you,Mr.Brown.youve booked a double room from 20th to 22nd of April,and your telephone number is 00440246720598.Brown:Yes,thats right.Thank you.Li:Im glad to serve you.We look forward to your arrival.Revision:Make a dialogue 第3页/共48页In this unit:You Are Required toGet familiar with the terms and useful phrases in reception.Use sentence patterns skillfully in working situations.Make situational dialogues fluently.Grasp some knowledge about reception.第4页/共48页第5页/共48页The Front Desk is the The Front Desk is the window and nerve center of a window and nerve center of a hotel where guests will be hotel where guests will be registered and assigned rooms,registered and assigned rooms,luggage handled,information luggage handled,information provided and checkouts provided and checkouts processed.processed.Leading-inLeading-in第6页/共48页第7页/共48页行：晚上好，先生、太太，欢迎光临。行：晚上好，先生、太太，欢迎光临。贝罗先生（贝）：谢谢，晚上好。贝罗先生（贝）：谢谢，晚上好。行：（打开车尾行李箱，取出行李，看了一下行李标签上的姓名。）贝罗行：（打开车尾行李箱，取出行李，看了一下行李标签上的姓名。）贝罗先生，我是行李员。您一共带了四件行李，是不是？先生，我是行李员。您一共带了四件行李，是不是？贝：是的。贝：是的。（门卫为他们拉开门。）（门卫为他们拉开门。）行：接待处就在前面，两位先请。行：接待处就在前面，两位先请。接待员（接）：（在接待处）晚上好，先生。我能为您做些什么？接待员（接）：（在接待处）晚上好，先生。我能为您做些什么？贝：三个星期前我预订了一间英式套房。我叫亨利贝：三个星期前我预订了一间英式套房。我叫亨利贝罗。贝罗。接：请稍候，贝罗先生。我查一下到客单。（接待员查看到客单。）接：请稍候，贝罗先生。我查一下到客单。（接待员查看到客单。）接：我能看一下你们的护照吗？（看好护照交还贝罗）谢谢，先生。请填接：我能看一下你们的护照吗？（看好护照交还贝罗）谢谢，先生。请填一下住宿登记表。一下住宿登记表。贝：我来填吧。（填好表）给，这样填行吗？贝：我来填吧。（填好表）给，这样填行吗？接：行，谢谢，您打算怎样付款，用现金还是用信用卡？接：行，谢谢，您打算怎样付款，用现金还是用信用卡？贝：我能用旅行支票付款吗？贝：我能用旅行支票付款吗？接：当然可以。这是房间的钥匙和两位的房卡，请妥善保管。行李接：当然可以。这是房间的钥匙和两位的房卡，请妥善保管。行李员会带你们上去的。希望两位在这儿过得愉快。员会带你们上去的。希望两位在这儿过得愉快。贝：谢谢。贝：谢谢。第8页/共48页Bm:Goodevening,airandmadam.Welcometoourhotel.Mr.Bellow(B):Thanks.Goodevening.Bm:(Opening the trunk,taking out the baggage and looking at the name on the baggage tags).Imthebellman,Mr.Bellow.Soyouhavegotaltogetherfourpiecesofbaggage?B:Yes.(The doorman opens the gate.)Bm:TheReceptionDeskisstraightahead.Afteryou,please.Receptionist(R):(At the Reception Desk)Goodevening.WhatcanIdoforyou,sir?B:IreservedaBritishsuitethreeweeksago.ImHenryBellow.R:Justamoment,please,Mr.Bellow.Illcheckthearrivallist.第9页/共48页(The receptionist checks the list.)CouldIseeyourpassports,please?(Checking the passports and giving them back)Thankyou,air.Andwouldyoumindfillingintheregistrationform?B:Illtakecareofit.(Filling out the from)Hereyoure.Isitallright?R:Yes,thanks.Howareyougoingtopay,incashorbycreditcard?B:CouldIpaywithtravellerschecks?R:Certainly.HeresthekeytoRoom908andyourroomcards.Pleasekeepthem.Andthebellmanwillshowyouup.Haveaniceevening,air.Andenjoyyourstay.B:Thankyou.第10页/共48页The Duties of a Receptionist1 check2 send3 confirm4 check in5 prepare6 answer7 deal with8 take9 put througha)guestsb)recordsc)callsd)enquiriese)the telephone f)bookings g)reservationsh)billsI)faxes and emails第11页/共48页Words for This unitReceptionistn.接待员deal withv.应付；处理Proceduren.(做事情的)步骤in advance提前,预先Arrangevt.筹备;安排Registrationn.登记,注册According to按照；根据Settlevi.安家；解决Automaticallyadv.不经思索，自动地Servevt.招待(顾客等)；服务；端上(饭菜等)Vacanta.空的;未被占用的book you into为你预订walking distancen.步行距离第12页/共48页tour leadern.领队Clerkn.书记员；办事员Schedulen.时间表,时刻表check-out timen.结帐时间morning calln.叫醒电话Notifyvt.通知,告知;报告Depositn.定金Extraadj.额外的；外加的hotel voucher/couponn.优惠券,礼券Inconveniencen.不方便Cashiern.出纳员incidental chargen.杂费Extendv.延长,扩大Words for This unit第13页/共48页Check-in procedure(入住流程入住流程)Greet the guest.Ask the guest whether he or she has a reservation with the hotel.Find out the reservation in the computer for confirmation.Ask the guest to show his identification.Ask the guest to fill in the registration list.Ask the guest how to make the payment.Give the room key card to the guest.Call the bellman.Extend best wishes.第14页/共48页Step 1Greet the guest.a.Good afternoon,sir,welcome to Shanghai Sheraton hotel.b.Its very nice to have you stay with us again.c.Is there anything I can do for you?d.How was your flight from New York,Mr.Blanks?第15页/共48页Step 2Ask the guest whether he or she has a reservation with the hotel.a.Have you made a reservation,sir?b.Under whose name was it made?c.How did you make the reservation,by fax or telephone?d.Did you reconfirm the booking?e.Sorry,there isnt any room available;would you like us to try another hotel for you,sir?第16页/共48页Step 3Find out the reservation in the computer for confirmation.a.Just a moment,sir.Let me look through our reservation list/record?b.Thank you for your waiting,sir.c.Sorry,we dont have a record of your reservation.d.Yes,we do have a reservation for you.e.Wait a minute,please.Ill check the registration record.第17页/共48页Step 4Ask the guest to show his identification.a.Would you please show me your passport and visa?b.I need your ID card for just a moment,please.c.May I have a look of your passport?第18页/共48页Step 5Ask the guest to fill in the registration list.a.Would you mind filling in this form and paying$100 in advance?b.Would you please fill in the registration form?c.Please sign the registration form.d.Well,please write out your nationality/permanent home address/your occupation/your next destination and passport number etc.e.You forgot to put your departure date.第19页/共48页Step 6Ask the guest how to make the payment.a.How will you be paying?b.How will you make your payment?c.How would you like to settle your bill?d.This is the receipt for paying in advance.Please keep it.e.How would you like to make a payment,by credit card,in cash or with a travelers check?f.May I take an imprint of the card,please?第20页/共48页Step 7Give the room key card to the guest.a.Here is your key card&key,sir.b.Please dont forget to leave your key&key card at the reception when you check out,sir.c.Your suite in on the fourth floor,room 2457.Heres your key card.第21页/共48页Step 8Call the bellman.a.The bellman will take your luggage and show you to your roomb.Do you need a porter,Mr.Smith?第22页/共48页Step 9Extend best wishes.a.I hope you will enjoy your stay hereb.Have an enjoyable stay!c.Please enjoy your stay here.d.You are always welcome.We are glad to serve you at any time.Have a pleasant stay here.e.Its my pleasure to serve you again.Hope you will enjoy your suite!第23页/共48页第24页/共48页Checking in with bookingR=Receptionist G=GuestR:Good morning,sir._G:Good morning!_R:_G:Bradley,John Bradley.R:Just a moment,sir Yes.We do have a reservation for you,Mr.Bradley._G:What should I fill in under room number?R:_ Ill put in the room number for you later on.What can I do for you?I have a reservation for a single room with bath here.May I have your name,please?Would you please fill out this registration form?You can just skip that.第25页/共48页G:Here you are.I think Ive filled in everything.R:Let me see name,address,nationality,passport number,_and date of departure.Oh,sir,you forgot to put in the date of departure.Let me fill it in for you.You are leaving on?G:October 24th.R:Now everything is in order.Here is your room card,Mr.Bradley.Your room number is 1420._;you need to show it when you sign for your meals and drinks in the restaurants and the bars.G:Ok,I will.R:And now if you are ready,_G:Yes,Im ready.Thank you.R:_visa number,signaturePlease take good care of your room cardIll call the bellboy to take you to your room.I hope you enjoy your stay with us.Checking in with booking第26页/共48页Picture Guests NamesPicture Guests NamesDescribethepicturebelow,usingatleast5sentences.Describethepicturebelow,usingatleast5sentences.What Do You Say第27页/共48页1.May I have your surname,please?2.How do you spell your last name,sir?3.Im sorry,could you repeat that?4.Which country are you from?5.May I have your passport to help you register,madam?Suggested Sentence Structures:Suggested Sentence Structures:第28页/共48页Vocabulary TestOur well-equipped _ has everything for the busy executive,including a photocopier,fullInternet facilities with _,and _ to keep you refreshed while you work.business centre(or conference centre)wireless connection tea and coffee making facilities 第29页/共48页If you would like some food brought to your hotel room,call _,and if you need newtowels or if you want your room cleaned,call _.room service housekeeping Vocabulary Test第30页/共48页The hotel provides a complimentary _ for all guests,so you dont have to get a bus or taxiinto town when you arrive.If you arrive at a hotel and ask for a room,you usually have to pay the full _,but you willprobably get a discount if you make a _ in advance,especially if there are a lot of_ on the days you want to stay.airport transfer rack rate reservation vacancies Vocabulary Test第31页/共48页Would guests please note that the latest _ is midday(12 oclock)on the day they wish toleave.Guests who have just got married might like to use the hotels _,although if theyve reallygot lots of money,they could reserve the magnificent _.check-out time honeymoon suite Presidential suite Vocabulary Test第32页/共48页When you arrive at the hotel,go straight to the _ to _.They will ask you to fillin a _ with your name,address and other information,and then they will give you a_,which you need to get into your room.Take the _ if your room is on a highfloor.reception check inRegistration cardkey cardlift(elevator=AmE)Vocabulary Test第33页/共48页My rooms small,but theres a _ full of drinks,chocolate and snacks(although I haventdared to look at the _!),a _ where I can keep my passport and other valuables,a _ so I can call my friends,and a _ where I can stand outside and get a greatview of the city.Oh,and theres _ so I can watch a movie if I get bored.Mini-bartariffsafedirect-dial telephonebalconypay-TVVocabulary Test第34页/共48页The hotels facilities,including the cocktail _,the Michelin-starred _ and theoutdoor _(which is heated in the winter),can be used by both _(guestsstaying in the hotel)and _(people who are not staying in the hotel).barrestaurant(swimming)poolresidentsnon-residentsVocabulary Test第35页/共48页fill outsettle ones bill take a print of card:preauthorized automatically manual Have a enjoyable stay.Useful phrases and expressions第36页/共48页VISA card 维萨卡维萨卡Master card 万事达卡万事达卡American Express 美国运通卡美国运通卡第37页/共48页第38页/共48页第39页/共48页第40页/共48页Read and learnRead and learn Getting information from the client about a reservation:Do you have a letter or telex confirming the reservation?Have you made a reservation?When did you make the reservation?Who made the reservation?Im sorry,but I havent got any record of that.Would you like me to get you a room in another hotel?Would you like me to call another hotel?第41页/共48页Registering the client:Would you like to register,please?Will you please fill in this form?Kindly sign your name on this card,please.Sign here,please.May I see your passport,please?Do you have any identification?Read and learnRead and learn 第42页/共48页Giving the client his key,and room number:Here is your room key.Please keep it.Your room number is 901.Read and learnRead and learn 第43页/共48页Client:Youd like a single room for tonight.You have no reservation.Hotel Employee:Its 9:00 in the morning.You can let the client have a room.Its 120 yuan.Give the client his key.The room is Number 305.The Bellman will show the client up.Role-play:Make a dialogue 第44页/共48页key to Practice II1.I am terribly sorry,Mr.Dowd.Because of your late arrival,we no longer have a reservation for you.However,I have made a reservation for you at the Park Hotel.2.Mr.Harber,Im afraid your usual double room is not available today.We apologize for the inconvenience,but would you mind having a single room at a lower rate?第45页/共48页key to Practice II3.Yes,sir.The door of your room locks automatically.Please make sure that you have your key card when you leave the room.You may keep the card until you check out.第46页/共48页Registration formFullNameRoomNo.NationalityGenderDateofBirthOccupationVisaorTravelDocumentNo.DateofValidityObjectofStayDateofEntryWherefrom&toArrivalDateReceivedbyDepartureDateAddressGuestSignatureONCHECKINGOUTMYACCOUNTWILLBESETTLEDBY()CASH()CREDITCARD()AGENTSPleaseNoteCheck-outtimeis12:00noonRoomratedoesnotincludebeverageinyourroom第47页/共48页感谢您的观看！第48页/共48页