酒店英语前台.ppt

1、实用阶梯英语,酒店英语,酒店英语人才前景,根据国家旅游局2010年发布的统计报告显示，我国星级酒店发展迅速，截至2009年年底，中国已有13378家星级酒店，比上一年增长了11.26%.自奥运会始，已有14.5万间高档客房投入使用，而四星、五星级的酒店就需要员工10万人左右，预计到2011年仅北京酒店行业管理人才（包括酒店、饭店、机场、旅游）缺口就将在50万人左右。”法国雅高集团大中华区运营副总裁齐默表示.,2011年职业需求排行榜,1 市场营销 2 计算机（IT类-开发/应用）3酒店/宾馆/餐饮旅游类 4 营销管理5 公司文职类6 商店/零售服务类 7工业/工厂类 8 广播/影视媒体/摄影专

2、业类9 技工/普工类 10 财务/审计（统计）类,Diagram,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 all knowledgeable about

3、 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,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

4、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”。,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 Check-in Service 入住登记服务 Concierge Service 礼宾服务 Business Cent

5、er 商务中心 Check-out Service 离店结账服务,Concierge Services,5,Front Office,Receiving Room Reservations,1,Extending the Stay and Changing the Room,3,Hot Tip,Task 1 Receiving Room Reservations工作任务一 受理客房预订,Task Objectives 任务目标After learning,you should be able to:学完后，应该掌握：receive FIT reservations 受理国外散客预订 recei

6、ve 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,Hot Tip,Words and Expressions,词汇与表达,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

7、电话look forward to 期望,Hot Tip,Sub-task 1:Receiving FIT Room 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=Reception

8、ist,C=Customer)R:Good morning,Marriott Hotel.Can 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

9、bath?R:Its a room with shower and toilet.C:That sounds good.Is there air conditioning?R:Certainly,sir.,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 Ch

10、ina Daily.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:George Smith,G-E

11、-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.,Types of room,Single room,Types of room,double room,Types of room,twin room

12、,Types of room,triple room,Types of room,suite,Executive room,Types of room,Just a room for executives in hotel,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 answers the phone and accepts the bo

13、oking.2.According to the dialogue you made above,fill in the missing information in the Reservation Form.,Hot Tip,Reservation#Mr./Mrs./Miss/Ms.:_ Arr.Date:_ Depart.Date:_ETA:_ No.of nights:_Room type:_ No.of rooms:_No.of persons:_ Rate quoted(报价):_Contact/Company name:_ Address:_ Phone No.:_Method o

14、f payment:_ Gtd booking:_,有保证预定,指有物质上的保证到时会入住，相应地，酒店方也会将预定的房间保留，一般情况下需预订时支付一定的金额，如果预订方违约，不入住，担保的金额不能退还；,预付订金方式,预付款prepayment:提前支付信用卡credit card:提供信用卡号押金advanced deposit:提前支付一天房费,无保证预定,无需物质上的保证预订，到期不入住，酒店方将不会保留，同进预订方会在酒店留下NOSHOW的记录。,Sub-task 2:Receiving Group Reservations 子任务二 受理团队预订,Sample,情景实例,Scen

15、e:The 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 conference?C:2

16、0 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.,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 for a group reservation?R:Yes,there is a 15

17、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 got a middle-sized conference hall?R:Yes,sir,we have a very

18、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.,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special rate 特价cheque n.支票conference hall 会议厅multifunction hall 多功能厅sales manag

19、er 销售经理hold on 稍等put.through 转接,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 rooms from 6th of October to 10th of October for your group members,who will stay in Beijing to have

20、 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 Reservation Form.,Hot Tip,Reservation#Mr./Mrs./Miss/Ms.:_ Arr.Date:_ Dep.Date:_ETA:_ No.of nights:_Room type:_ No.o

21、f rooms:_ No.of persons:_ Rate quoted:_Contact/Company name:_Address:_Phone No.:_Method of payment:_ Gtd booking:_,Sub-task 3:Receiving 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

22、asks for necessary details.(R=Receptionist,C=Customer)R:Good afternoon,Reservations.Can I help you?C:This is George Smith.Id 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 18t

23、h to July 20th.Two persons.,指有物质上的保证到时会入住，相应地，酒店方也会将预定的房间保留，一般情况下需预订时支付一定的金额，如果预订方违约，不入住，担保的金额不能退还；,预付订金方式,预付款prepayment:提前支付信用卡credit card:提供信用卡号押金advanced deposit:提前支付一天房费,有保证预定,Hot Tip,R：Hold on,please.One twin room from July 18th to July 20th.Yes,we still have rooms available.The rate will be RM

24、B 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?R:The room rate includes free breakfast.How do you wish to guarantee yo

25、ur booking?,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,arriving in Shanghai at 3:00 p.m.on the 18th.R:OK,our hotel shuttle bus will pick them up at th

26、e airport when they arrive.C:Thank you.Goodbye.R:Youre welcome.Goodbye,Mr.Smith.,信用卡,AE(American Express)美国运通卡,Master 万事达卡,Vise 维萨卡,长城卡,Shuttle bus,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-up service 接机服务,Hot Tip,Situational Training,情景实训,1.Role

27、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 reservation with Visa Card.2.According to the dialogue you made above,fill in the mi

28、ssing information in the Reservation Form.,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:_,Hot Tip,Sub-task 4:Receiving Room Reservation Ca

29、ncellation 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=Receptionist,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

30、.R:How do you spell that,please?G:B-R-O-W-N,Brown.,Hot Tip,R:What was the date of the reservation?G:From October 2nd for 3 nights.R:Excuse me,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

31、.Ill cancel Mr.Browns reservation from October 2nd for 3 nights.We look forward to another chance to serve you.,Hot 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）,Hot Tip,Situational Training,情景实训,Role play Mary wants to cancel a reservation.The date of reservation

32、is from June 2nd to June 4th,for 3 nights altogether.The reservationist cancels the reservation for Mary.,5/9/2023,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

33、 hotel clerk helps her revise the reservation.(C=Clerk,G=Guest)C:Room Reservations.May I 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 room.G:No.C:Thank you,mada