酒店英语前台.ppt
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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/摄影专业类9技工/普工类10财务/审计（统计）类,Diagram,Program1,FrontOffice项目一前厅部,FrontOfficeistheanswerstationforresidencehalls.Ifyouhaveanyquestionsabouthousing,orneedassistancefromHousingstaff,ordirectionstoanewlocation,stopbyorcallandaskthedeskstaff.Theyareallknowledgeableaboutthehotel,thenearbyplaces,andthecity.Inmosthalls,FrontOfficeislocatednearthemainentrance.Also,youregister,check-in,check-out,changemoneyandaskforotherhelpsthere,soFrontOfficeisanopenwindowofahotel.,FrontOfficeIntroduction前厅部介绍,HotTip,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”。
HotTip,MainFunctionsoftheFrontOffice前厅部主要功能,InformationInquiryService信息问询服务RoomReservationService客房预订服务Check-inService入住登记服务ConciergeService礼宾服务BusinessCenter商务中心Check-outService离店结账服务,ConciergeServices,5,FrontOffice,ReceivingRoomReservations,1,ExtendingtheStayandChangingtheRoom,3,HotTip,Task1ReceivingRoomReservations工作任务一受理客房预订,TaskObjectives任务目标Afterlearning,youshouldbeableto:
学完后，应该掌握：
receiveFITreservations受理国外散客预订receivegroupreservations受理团队预订receiveguaranteedroomreservations受理有保证的客房预订receiveroomreservationcancellation受理客房退订receiveroomreservationrevision受理客房预订变更,HotTip,WordsandExpressions,词汇与表达,longdistancecall长途电话vacancyn.空位singleroom单人房doubleroom双人房airconditioning空调mobilephone手机，移动电话lookforwardto期望,HotTip,Sub-task1:
ReceivingFITRoomReservations子任务一受理国外散客预订,Sample,情景实例,Scene:
GeorgeSmithandLaurenSmith,aBritishcouple,aregoingtospendtheirholidaysinChina.NowMr.SmithismakingareservationatMarriottHotelinNingbothroughalongdistancecall.（R=Receptionist,C=Customer）R:
Goodmorning,MarriottHotel.CanIhelpyou?
C:
Goodmorning.HaveyougotvacanciesfromJuly18thto20th?
Idliketomakeareservationforthreenights.R:
Allright.Singleordoubleroom?
C:
Doubleroom,please.R:
Letmecheck.Yes,wehaveadoubleroomavailable.C:
Isthatwithorwithoutbath?
R:
Itsaroomwithshowerandtoilet.C:
Thatsoundsgood.Isthereairconditioning?
R:
Certainly,sir.,HotTip,C:
Howmuchwillitbeforonenight?
R:
Letmesee.AdoubleroomisRMB600yuanpernight.C:
Doesthatincludebreakfast?
R:
Yes,thatincludesaChineseorAmericanbreakfastandanewspaperChinaDaily.C:
DoyouacceptVisaCard?
R:
Yes,wedo.Whattimewillyoubearriving?
C:
Ishouldbetherearound7：
00p.m.onthe18th.R:
OK,sir.CouldItakeyournameandcontactnumber,please?
C:
Yes,mynameisGeorgeSmith.Mobilephonenumberis0013602923671.R:
Couldyouspellthat,please?
C:
GeorgeSmith,G-E-O-R-G-E,S-M-I-T-H.R:
Mr.GeorgeSmith.Adoubleroomwithbathandairconditioningforthenightsfrom18thto20th.AmIcorrect?
C:
Yes,thatsright.Thankyou.R:
Youarewelcome,sir.Wearelookingforwardtoyourcoming.Goodbye.,Typesofroom,Singleroom,Typesofroom,doubleroom,Typesofroom,twinroom,Typesofroom,tripleroom,Typesofroom,suite,Executiveroom,Typesofroom,Justaroomforexecutivesinhotel,HotTip,SituationalTraining,情景实训,1.RoleplayYournameisBillBrown.YoudlikeasingleroomwithshowerfromJuly18thto22nd.Thehotelreceptionistanswersthephoneandacceptsthebooking.2.Accordingtothedialogueyoumadeabove,fillinthemissinginformationintheReservationForm.,HotTip,Reservation#Mr./Mrs./Miss/Ms.:
_Arr.Date:
_Depart.Date:
_ETA:
_No.ofnights:
_Roomtype:
_No.ofrooms:
_No.ofpersons:
_Ratequoted（报价）:
_Contact/Companyname:
_Address:
_PhoneNo.:
_Methodofpayment:
_Gtdbooking:
_,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creditcard:
提供信用卡号押金advanceddeposit:
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-task2:
ReceivingGroupReservations子任务二受理团队预订,Sample,情景实例,Scene:
Thetelephonerings.Thereceptionistanswersthephone.（R=Receptionist,C=Customer）R:
Reservations.MayIhelpyou?
C:
Yes.IamcallingfromSunnyTradeCompany.Idliketoknowifyouhaveroomsavailable.Wearegoingtohaveaconference.R:
MayIknowhowmanypeopletherewillbeintheconference?
C:
20persons.R:
Whatkindofroomwouldyoulike?
C:
Idlike10twinrooms.R:
Forwhen?
C:
ForJuly21st,22nd,and23rd.,R:
Onemoment,please,sir.（Thereceptionistischeckingthelist.）Yes,wecanconfirm10roomsforthosedays.C:
Thankyou.Isthereanyspecialrateforagroupreservation?
R:
Yes,thereisa15percentdiscount.C:
Thatsgreat.R:
Bytheway,howwillyoubesettlingtheaccounts,please?
C:
Ourcompanywillcoveralltheexpensesandwewillsendyouachequesoon.Oh!
Accordingtotheprogram,theywillhaveameetingonthe22nd.Haveyougotamiddle-sizedconferencehall?
R:
Yes,sir,wehaveaverynicemultifunctionhall,butyoullhavetospeaktothesalesmanageraboutthat.PleaseholdonamomentandIwillputyouthrough.,HotTip,WordsandExpressions,词汇与表达,availablea.可获得的twinroom双床双人房groupreservation团队预订specialrate特价chequen.支票conferencehall会议厅multifunctionhall多功能厅salesmanager销售经理holdon稍等put.through转接,HotTip,SituationalTraining,情景实训,1.RoleplaySupposeyouaretheleaderofatravelagency.YouarecallingRoomReservationsofBeijingHotel.Youwanttobook10twinroomsfrom6thofOctoberto10thofOctoberforyourgroupmembers,whowillstayinBeijingtohaveatravel.Theroomrateis180dollarspernight.Youcanenjoya15%discountforthegroupreservation.2.Accordingtothedialogueyoumadeabove,fillinthemissinginformationintheReservationForm.,HotTip,Reservation#Mr./Mrs./Miss/Ms.:
_Arr.Date:
_Dep.Date:
_ETA:
_No.ofnights:
_Roomtype:
_No.ofrooms:
_No.ofpersons:
_Ratequoted:
_Contact/Companyname:
_Address:
_PhoneNo.:
_Methodofpayment:
_Gtdbooking:
_,Sub-task3:
ReceivingGuaranteedRoomReservations子任务三受理有保证的客房预订,Sample,情景实例,Scene:
Mr.SmithcallstheReservationsoftheMarriottHoteltoreserverooms.Thereceptionistexplainsandasksfornecessarydetails.（R=Receptionist,C=Customer）R:
Goodafternoon,Reservations.CanIhelpyou?
C:
ThisisGeorgeSmith.Idliketoreservearoomformyfriends.R:
Oh,Mr.Smith.Whattypeofroomdoyouprefer?
C:
Atwinroom,please.R:
Forwhichdates?
Andhowmanyguestswillbearriving?
C:
FromJuly18thtoJuly20th.Twopersons.,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creditcard:
提供信用卡号押金advanceddeposit:
提前支付一天房费,有保证预定,HotTip,R：
Holdon,please.OnetwinroomfromJuly18thtoJuly20th.Yes,westillhaveroomsavailable.TheratewillbeRMB550yuanpernight.C:
OK,thatsfine.R:
CanIhaveyourguestsnames,please?
C:
TomGreeandhiswife.Canyougiveusaspecialratesinceoursisacompanybooking?
R:
Thereisa20%companydiscount.C:
Great.Withorwithoutbreakfast?
R:
Theroomrateincludesfreebreakfast.Howdoyouwishtoguaranteeyourbooking?
HotTip,C:
MyVisaCard.Thecardnumberis6637000922224.R:
Thankyou.Howwilltheybearriving?
C:
Byair.Doyouofferairportpick-upservices?
R:
Yes.Whatistheirflightnumber?
C:
FlightAU220,arrivinginShanghaiat3:
00p.m.onthe18th.R:
OK,ourhotelshuttlebuswillpickthemupattheairportwhentheyarrive.C:
Thankyou.Goodbye.R:
Yourewelcome.Goodbye,Mr.Smith.,信用卡,AE（AmericanExpress）美国运通卡,Master万事达卡,Vise维萨卡,长城卡,Shuttlebus,HotTip,WordsandExpressions,词汇与表达,preferv.更喜欢guaranteev.保证shuttlebus班车VisaCard维萨卡Pick-upservice接机服务,HotTip,SituationalTraining,情景实训,1.RoleplayMr.JasoncallstheReservationsofMarriottHoteltoreserveasuitewiththeriverviewforhisboss.ThestayingdateisfromOct.5thtoOct.7th.Theroomrateis200dollarspernight.HehopestoguaranteehisreservationwithVisaCard.2.Accordingtothedialogueyoumadeabove,fillinthemissinginformationintheReservationForm.,HotTip,Reservation#Mr./Mrs./Miss/Ms.:
_Arr.Date:
_Dep.Date:
_ETA:
_No.ofnights:
_Roomtype:
_No.ofrooms:
_No.ofpersons:
_Ratequoted:
_Contact/Companyname:
_Address:
_PhoneNo.:
_Methodofpayment:
_Gtdbooking:
_,HotTip,Sub-task4:
ReceivingRoomReservationCancellation子任务四受理客房退订,Sample,情景实例,Scene:
AguestwantstocancelthereservedroomunderthenameofJackBrown.Thereceptionisthelpshimmakethecancellation.（R=Receptionist,G=Guest）R:
RoomReservations.MayIhelpyou?
G.Idliketocancelareservation.R:
Whoisthereservationmadefor?
G:
JackBrown.R:
Howdoyouspellthat,please?
G:
B-R-O-W-N,Brown.,HotTip,R:
Whatwasthedateofthereservation?
G:
FromOctober2ndfor3nights.R:
Excuseme,butisthereservationforyou?
G:
No,itsformyfriend.R:
MayIhaveyournameandphonenumber,please?
G:
Yes,itsMaryandmynumberis365-7071.R:
Thankyou,maam.IllcancelMr.BrownsreservationfromOctober2ndfor3nights.Welookforwardtoanotherchancetoserveyou.,HotTip,WordsandExpressions,词汇与表达,cancellationn.取消roomavailability客房预订情况（有无空房）,HotTip,SituationalTraining,情景实训,RoleplayMarywantstocancelareservation.ThedateofreservationisfromJune2ndtoJune4th,for3nightsaltogether.ThereservationistcancelsthereservationforMary.,5/9/2023,HotTip,Sub-task5:
ReceivingRoomReservationRevision子任务五受理客房预订变更,Sample,情景实例,Scene:
TheguestAlicemadearoomreservationfor2nights.Shewantstoextendherstayfor5nights.Thehotelclerkhelpsherrevisethereservation.（C=Clerk,G=Guest）C:
RoomReservations.MayIhelpyou?
G:
Yes,mynameisAlice,andImadeareservationfor2nightsfromJuly11thtoJuly13th.Idliketoextenditfor2morenightsuntilthe15th.C:
For5nightsfromJuly11thtoJuly15th?
G:
Thatsright.C:
Willtherebeanychangeinyourroomtype?
Yourreservationisforatwinroom.G:
No.C:
Thankyou,mada
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