新职业英语1酒店英语--Unit2.ppt

,酒 店 英 语 ,ENGLISH FOR CAREERS,新职业英语,中国劳动关系学院高等职业技术学院,Unit 2 Checking In,Listening,Speaking,4,Warming-up,1,Reading,2,3,Writing,5,Project,6,Vocabulary and Structure,7,Listening Script,8,Unit 2 Checking In,Warming-up,greeting the guestB checking the reservation recordD asking for the guests passportA asking the guest to fill in the registration formC,Suggested Answers,Unit 2 Checking In,Task 1 Match the steps of checking in with their corresponding pictures.,Warming-up,AFront Desk Broom card Cbreakfast coupon Dreceipt EID card Freceptionist,Suggested Answers,Task 2 Write each of the words or expressions under its corresponding picture.,Unit 2 Checking In,Warming-up,Suggested Answers,Task 3 The following statements describe the job procedure of a receptionist. Discuss with your partner and put them in the correct order.,Unit 2 Checking In,Correct order: A E C D B F,Warming-up,Front Office Organization:,Unit 2 Checking In,Warming-up,More about Front Office (1):,Lobby,Unit 2 Checking In,Warming-up,More about Front Office (2):,Reception Desk,Receptionist,Unit 2 Checking In,Task 1 Try to answer the following questions before you read the passage.,What duties does a receptionist perform? 2. Do you know how the receptionist checks in walk-in guests?,Reading,Unit 2 Checking In,Reading,The receptionist should check in guests with or without reservations, answer any questions from the guests, help guests with any problems, answer telephones, take messages, and handle complaints.,Suggested Answers,1. What duties does a receptionist perform?,Unit 2 Checking In,Reading,For the walk-in guest, the receptionist first asks the guest the same questions asked in the reservation process. The receptionist should also check the guests requirement against the room availability in the reservation system. After the guest decides to take a room in the hotel, the receptionist then gives out the registration form to the guest to fill out. When the guest completes the form, the receptionist must have a check and make sure the information items are entered correctly. After registration, the receptionist tells the guest his room number and the floor it is on. Then he gives the guest his room card and key card. Finally, the receptionist should wish the guest an enjoyable stay at the hotel.,Suggested Answers,2. Do you know how the receptionist checks in walk-in guests?,Unit 2 Checking In,The Receptionists Work,翻译,声音,1 When a guest arrives at the Front Desk, the receptionist greets him/her and asks if he/she has made a reservation or not. For the,Reading,Unit 2 Checking In,guest with a reservation, the receptionist should confirm with him/her the reservation details, such as room type, room rate, length of stay, etc., and then give out a registration form to the guest to fill out.,The Receptionists Work,翻译,声音,2 For the walk-in guest , the check-in procedures may take a little longer time. The same questions asked by a reservationist in the reservation process must be asked by the receptionist, for example, how many nights, how many people in the party, what kind of room, etc. The receptionist should also check the guests requirement against the room availability in the hotels reservation system. After the guest decides to take a room in the hotel, the receptionist then gives out the registration form and continues the check-in procedures.,Reading,Unit 2 Checking In,The Receptionists Work,翻译,声音,3 When the guest completes the form, the receptionist must have a check and make sure that such information items as the guests full name, address, nationality, purpose of his/her visit and signature are entered correctly. If the visitor is a foreigner, information about his passport number, place of issue and date of issue also needs to be recorded.,Reading,Unit 2 Checking In,The Receptionists Work,翻译,声音,4 After registration, the receptionist tells the guest his/her room number and the floor it is on, then gives the guest his/her room card and key card which were prepared while the guest was completing the registration form. The room card has the effect of being the identity card for the guest during his/her stay. Finally, the receptionist should wish the guest an enjoyable stay at the hotel.,Reading,Unit 2 Checking In,The Receptionists Work,翻译,声音,5 With the formalities concluded the receptionist will inform the bellman to carry the baggage and show the guest to his/her room. And the receptionist will check all the paperwork undertaken on the guests arrival once again and make sure that the computer details are all correct.,Reading,Unit 2 Checking In,The Receptionists Work,翻译,声音,6 Besides checking in guests, the receptionist is also responsible for answering any questions from the guests, helping them with any problems that they may have, answering telephones, taking messages for the guests, and handling complaints from unsatisfied guests.,Reading,Unit 2 Checking In,confirm,e.g. I am writing to confirm a booking for a single room for the night of June 6th. 我写信是想确认一下我预订的6月6日晚的一个单人间。 Mr Bakers assistant telephoned to confirm his appointment with the chairman. 贝克先生的助手打电话来确认他与主席的约会。,v. 确认,Reading,Unit 2 Checking In,detail,e.g. She refused to give any details about what had happened. 她拒绝提供关于所发生事情的任何细节信息。 we shall consider every detail of the Bill. 我们会考虑这个议案的每一细节。,n. 细节,Reading,Unit 2 Checking In,registration,e.g. Student registration starts the first week in September. 9月的第一周开始进行学生 注册。,n. 登记,Reading,Unit 2 Checking In,The number of new private car registrations has increased. 私人新车注册数量已经增多。,give out,e.g. Please help me give out these test papers. 请帮我发一下这些试卷。,分发，散发,Reading,Unit 2 Checking In,Over a thousand copies of the pamphlet have now been given out. 现在已分发了一千多本小册子。,check-in,e.g. The hotel is hiring additional staff to make check-in easier. 这家酒店额外雇佣了一些员工，使入住变得更加简便。,n. 报到，登记,Reading,Unit 2 Checking In,Could you tell me where the check-in desk is? 请问登记处在哪里？,procedure,e.g. Whats the procedure for applying for a visa? 申请签证的程序是什么？ There is a set procedure for making formal complaints. 要正式提出投诉是有固定程序的。,n. 程序，手续,Reading,Unit 2 Checking In,formality,e.g. Its a formality which we have to go through. 这是我们必须履行的手续。 The managers signature was just a formality. 经理的签字只是一道必须履行的手续。,n. 正式手续，必须履行的手续,Reading,Unit 2 Checking In,inform,e.g. Please inform us of any change of address as soon as possible. 如果地址有变，请尽快通知我们。 Can you inform me when to begin our final examination? 你能告诉我们什么时候期终考试吗? Useful Expressions: inform somebody of 通知某人 be informed of 听说，接到通知,v. 通知,Reading,Unit 2 Checking In,undertake,e.g. Dr. Johnson undertook the task of writing an English- Chinese dictionary. 约翰逊博士承担起编写英汉字典的任务。 Ill leave you to undertake an important mission. 我要让你承担一项重要使命。,n. 着手做，承揽，承担（责任）,Reading,Unit 2 Checking In,check in,e.g. You need to check in two hours before the flight. 你需要在航班起飞前两个小时 办理登记手续。 How many delegates have checked in at the convention? 大会已有多少代表报到?,登记签到,be responsible for,对负责,e.g. The airline is legally responsible for the safety of its passengers. 航空公司对乘客的安全负有法律责任。 The weather is responsible for the delay. 由于天气关系才耽搁了。,handle,e.g. The headmaster handled the situation very well. 校长很好地处理了情况。 I dont think I could handle it if they turned me down. 我想如果他们拒绝我，我会受不了的。,v. 处理，处置,Reading,Unit 2 Checking In,complaint,e.g. The sales assistants are trained to deal with customer complaints in a friendly manner. 售货员训练有素，以友善的方式处理顾客投诉。 I have no complaints about the hotel. 我对这家旅馆没什么不满意的。,n. 投诉，诉苦,Reading,Unit 2 Checking In,登记入住,1 当客人抵达前台时，接待员向客人问好致意，并询问客人有无预订。如果客人有预订，接待员需要与客人确认他的预订信息，例如，房间类型、房价、住店日期等等，然后再给客人一份入住登记表请客人填写。,Unit 2 Checking In,Reading,登记入住,2 对于无预订的散客，办理登记入住手续的时间会稍微长一些。那些在预订过程中由预订员询问客人的问题，在这里接待员也需要一一询问客人，例如，要住几个晚上，一共多少位客人，需要什么类型的房间等。接待员还要检查饭店预订系统中有无客人需要的房间。等客人决定入住酒店后，接待员拿出入住登记表给客人，然后继续为客人办理登记入住手续。,Unit 2 Checking In,Reading,登记入住,3 当客人填写完登记表，接待员必须检查一遍客人填写的表格，确保以下信息填写准确：客人全名、地址、国籍、来访目的和签名。如果住店客人是外国客人，登记表中还需要填写护照号码、护照签发地和日期。,Unit 2 Checking In,Reading,登记入住,4 登记完之后，接待员告诉客人他的房间号以及房间所在的楼层。然后接待员把在客人填表时准备好的房卡和钥匙卡交给客人。房卡起到作为客人住店期间身份证的作用。最后，接待员应该祝愿客人住店期间愉快。,Unit 2 Checking In,Reading,登记入住,5 所有手续办完之后，接待员会通知行李员过来帮助客人搬运行李并护送客人到房间。接待员需要再次核对客人来店后建立起来的所有文档，确保电脑里记录的信息准确无误。,Unit 2 Checking In,Reading,登记入住,6 除了为客人办理入住登记手续，接待员还需要承担一些其他工作，例如回答客人提出的问题、帮助客人解决他们遇到的困难、接听客人打来的电话、为客人记录留言、处理不满意的客人的投诉等。,Unit 2 Checking In,Reading,Task 2 Read the passage and tick off the duties of the receptionist mentioned in the passage.,Reading,Suggested Answers,Unit 2 Checking In,Reading,Suggested Answers,Task 2 Read the passage and tick off the ways of reservation mentioned in the passage.,Unit 2 Checking In,Task 3 Complete the following information list of a foreign guest.,Reading,Suggested Answers,Unit 2 Checking In,Reading,Suggested Answers, nationality (1) signature (2) passport number (3) date of issue (4),Unit 2 Checking In,Task 3 Complete the following information list of a foreign guest., 1. It takes a longer time for the receptionist to check in walk-in guests than the guests with reservations. 2. The walk-in guests should first fill out a registration form when checking in. 3. The key card serves as the identity card for the guest during his stay. 4. The receptionist should check the information on guests registration forms and in the computer as well.,Task 4 Decide if the following statements are true (T) or false (F).,Reading,Suggested Answers,Unit 2 Checking In,Reading,Suggested Answers,1. T 2. F 3. F 4. T,Task 4 Decide if the following statements are true (T) or false (F).,Unit 2 Checking In,Task 1 Listen to five short dialogs and decide what each dialog is about and mark () where appropriate.,Listening,Suggested Answers,Unit 2 Checking In,声音,Suggested Answers,Task 1 Listen to five short dialogs and decide what each dialog is about and mark () where appropriate.,Listening,Unit 2 Checking In,Task 2 Mr. Moore walks into a hotel. He wants to check in, but he didnt make a reservation. Listen to the conversation and fill in the blanks in the information card.,Listening,Suggested Answers,Unit 2 Checking In,声音,Suggested Answers,Listening,Unit 2 Checking In,Task 2 Mr. Moore walks into a hotel. He wants to check in, but he didnt make a reservation. Listen to the conversation and fill in the blanks in the information card.,Guest (G): Id like to check in, please. Receptionist (R): Have you (1)_ , sir? G: No. R: What kind of room would you like, sir? G: An executive suite, please. R: One moment, please. Im sorry. Our executive suites are (2)_ tonight. G: What a pity! R: But we still have a few junior suites and (3)_ available.,Task 3 Listen to the conversation in Task 2 again and fill in the blanks with the words or expressions provided in the box.,Listening,Unit 2 Checking In,声音,G: How much is a junior suite? R: Nine hundred yuan per night. It has a king-size bed, a separate seating area, a balcony and the (4)_. G: Fine. Ill take that. R: May I have your name, please? G: Brant Moore. R: May I know for how many nights are you going to stay in our hotel? G: Just one night. R: Thank you, Mr. Moore. Could you please fill out this (5)_? G: OK.,Listening,Unit 2 Checking In,Suggested Answers,Suggested Answers,(1) made a reservation (2) fully booked (3) deluxe suites (4) high-speed Internet access (5) registration form,Task 3 Listen to the conversation in Task 2 again and fill in the blanks with the words or expressions provided in the box.,Listening,Unit 2 Checking In,Task 4 A guest comes to the Front Desk. He wants to extend his stay. Listen to the conversation and fill in the form with the information you hear.,Listening,Suggested Answers,Unit 2 Checking In,声音,Suggested Answers,Guest name: Kevin Jones Room number: 810 Planned departure time: this morning Extended stay: for three more days,Listening,Unit 2 Checking In,Task 4 A guest comes to the Front Desk. He wants to extend his stay. Listen to the conversation and fill in the form with the information you hear., 1. The guest planned to stay in the hotel for three nights. 2. The guest can still stay at his room tomorrow. 3. The guest needs to check back with the receptionist tomorrow. 4. The rooms on the eighth floor are booked up by a conference for tomorrow night.,Task 5 Listen to the conversation in Task 4 again and decide if the following statements are true (T) or false (F).,Listening,Suggested Answers,Unit 2 Checking In,声音,Suggested Answers,1. F 2. F 3. T 4. T,Listening,Task 5 Listen to the conversation in Task 4 again and decide if the following statements are true (T) or false (F).,Unit 2 Checking In,Speaking,Task 1 Read and practice the conversation in pairs.,Receptionist (R): Good afternoon, sir. How may I help you? Guest (G): Im Andrew Scott. I have made a reservation with you. Heres the confirmation notice. R: Thank you, Mr. Scott. Ill check the reservation record. Wait a moment, please Sorry to have kept you waiting. According to our record, your reservation is for a double room from March 20th to 24th. The rate will be 90 dollars per night. Is that right? G: Yes. R: Could you fill out the registration form, please? G: OK. R: Thanks. Could I see your passport, please? G: Yes, here you are.,Unit 2 Checking In,Speaking,Task 1 Read and practice the conversation in pairs.,R: Thank you, Mr. Scott. Here is your passport. How would you like to settle your bill? G: By credit card. R: May I take a print of your card, please? G: Sure. R: Thank you, Mr. Scott. Your room is 1012 on the tenth floor. Here is your receipt, and this is your key card. Please keep them. The bellman will show you up to your room. Anything else I can do for you? G: No more. Thank you. R: Youre welcome. We hope youll enjoy your stay with us.,Unit 2 Checking In,Speaking,Task 2 Peter Anderson reserved a deluxe single room yesterday. Now he comes to the Front Desk to check in. Make up a conversation similar to the one in Task 1 with the expressions given in the box, and then act it out in pairs.,Suggested Sample,Unit 2 Checking In,Suggested Sample (1),Receptionist (R): Good evening, sir. How may I help you? Guest (G): Id like to check in. R: Have you made a reservation, sir? G: Yes, I have reserved a deluxe single room yesterday. R: May I have your name, sir? G: Peter Anderson. R: Thank you, Mr. Anderson. Wait a moment, please. Let me check the reservation record Thank you for your waiting. So youve reserved a deluxe single room for the nights from February 14th to 16th. The room rate is 500 yuan per night. Is that correct? G: Yes. R: Could you fill out the registration form, please? G: OK.,Speaking,Unit 2 Checking In,Suggested Sample (2),R: Thanks. Could I see your passport, please? G: Yes, here you are. R: Thank you, Mr. Anderson. Here is your passport. How would you like to pay? In cash, by credit card or with travelers check? G: By credit card, please. R: May I take a print of your card, please? G: OK. Here you are. R: Thank you, Mr. Anderson. Your room is 602 on the sixth floor. Here is your receipt, and these are your key card and room card. Please keep them. The bellman will carry your baggage and show you up to your room. Anything else I can do for you? G: No more. Thank you. R: Youre welcome. We hope youll enjoy your stay with us.,Speaking,Unit 2 Checking In,Speaking,Task 3 Mr. Freeman is leading an American tour group. He wants to check in his group. The sentences in the following box are what the receptionist says. Think about what Mr. Freeman says in the conversation, and then act out the conversation between Mr. Freeman and the receptionist., One moment, Mr. Freeman. I will check the list Yes, we have your reservation. Your agency has booked 12 TWBs for five days. Is there any change? Could I see and copy your group visa? Thank you Sorry to have kept you waiting. Here you are. Now would you please fill in the registration form with your personal information? Thank you very much. Well give you 12 TWBs from Room 1501 to 1512. Here are the keys and room cards. Please have a check.,Suggested Answers,Unit 2 Checking In,Suggested Sample (1),Receptionist (R): Good morning. What can I do for you? Guest (G): Im Charles Freeman, tour guide of China International Travel Agency. We have made a reservation with your hotel. R: One moment, Mr. Freeman. I will check the list Yes, we have your reservation. Your agency has booked 12 TWBs for five days. Is there any change? G: No. R: Could I see and copy your group visa? G: Here you are.,Speaking,Unit 2 Checking In,Suggested Sample (2),R: Thank you Sorry to have kept you waiting. Here you are. Now would you please fill in the registration form with your personal information? G: OK Here you are. R: Thank you very much. Well give you 12 TWBs from Room 1501 to 1512. Here are the keys and room cards. Please have a check. G: Thanks. Ill assign the rooms among my members.,Speaking,Unit 2 Checking In,Speaking,Task 4 Role-play the following group check-in situation according to the steps provided in the boxes.,Unit 2 Checking In,Receptionist: Greet and welcome the guest. Confirm reservation details with the guest. Ask the guest to show the group visa. Ask the guest to fill in the registration form. Tell the guest the room allotment and room numbers. Give the guest room cards and keys. Tell the guest that the bellmen will help them with their baggage. Wish the guest a nice stay.,Miss Brown: Greet. Tell the receptionist the reservation information. Give the receptionist the group visa. Fill out the registration form. Tell the receptionist that you hope the tour group can be arranged on the same fl