receptionandcheckin酒店登记英语PPT课件.ppt

HotelEnglish 1 UnitTwo ReceptionandCheckin 2 ReceptionandCheckin IIIntroduction WordsReference Introduction 3 WordReference farewelln 辞别 再见harborn 海港 码头cruciala 至关紧要的retortv 反驳inquiryn 质询 调查communicatev 通话 交流multiplea 多样的n 倍数standpointn 立场 观点compensationn 补偿 赔偿casuallyad 随便地 偶然地 4 Generallyspeaking receptionservicecoversfourkindsofservices Introduction 5 Firstly welcomeandfarewellservice Itmayextendtoairport harbororstationtoreceiveguests Todothis thestaffmemberinchargeshallcheckinformationaboutguestsinordertopickupthemtimelyifnecessary Theyshouldnoticethechangesofarrivingtimeandkeepcontactwithguests Ardentwelcometoguestsandbeingalwayshelpfularecrucialtoimpressthem Similarly welcomeandfarewellatthegateofthehotelarealsocritical andtheserviceprovidedbythefrontofficecoversarrangingcars cleaningthegateandhelpwithsecurity 6 Secondly luggageservice Particularlyarrangedluggagedeskisinchargeofthis andreservationandreceptionunitsaresupposedtosendthelistofguestsheretoensureluggagedeskcouldarrangetheirjobs Thirdly inquiryandmailservice Inquiriesfromguestswillbeansweredandmailsforguestswillbetakencareof 7 Lastly complaintcenter Eachhotelmusthaveacomplaintcentertowhichtheguestscancomplainaboutservices Usually vicemanagerwillbeassignedforthischallengingjobtocommunicatewithguests Onlywithsuccessfulsettlementcouldtheguestbeimpressedandtheimageofthehotelbeimproved Multiplewaysareavailabletohandlecomplaints buttherearestillseveralgeneralrulestofollow Firstandforemost whenguestsarecomplainingangrily thevicemanagershalllistentothemcarefullyandlettheguestsfinishtheirtalksandcalmdownbeforeattemptingtoexplainandargue andthemanagershouldnottaketheangerpersonallyandtrytoretortbutinsteadshouldcreatesufficientchanceforthegueststoreleasetheirdissatisfaction 8 Andthenthemanagercomesupwithsolutionfromthestandpointoftheguests whowillturntobegratefulfortherealhelp Afterreceivingcomplaints themanagerisexpectedtorespondpromptlyandsmartly Ifthefaultisonthehotel spart apologyandnecessarycompensationwillbewelcome Butthemanagershallkeepitinmindtomaintaintheinterestsofhotelrightlyandshallnotpromisecasuallywithoutfullyunderstandingthefact 9 ReceptionandCheckin IIILead inActivities Doyouknow Letmeexplainittoyou 10 Canyougivetheanswerstothem 1 Whatkindsofservicesdothereceptionserviceprovide 2 Howtodealwithanangryguest 3 Whataretheproceduresofcheck in 4 Incasethehotelfailstorecordthereservation howitshouldbesettled 5 Whatshouldthereceptionisttelltheguestwhenthelatterhasfinishedtheregistration Classactivity teamwork 11 ReceptionandCheckin IVTopicextension WordsandExpressions Listentothefollowingdialogues 12 Wordsandexpressions doormann 门童luggagen 行李 皮箱memoryn 记忆 记忆力exactlyad 正确地 严密地departuren 离开 启程 出发puzzlev 使 迷惑 n 难题fumblev 摸索unconcernedlyad 漫不经心地cozya 舒适的 安逸的spaciousa 广大的 大规模的drinkablea 可饮用的tapwatern 自来水 13 DialogueI D Goodmorning sirandmadam Welcometoourhotel I mthedoorman Daniel G Thankyou Goodmorning D Didyouhaveanicetrip IVTopicExtension ReceptionattheGateoftheHotel AcarisarrivingatHiltonHotel andadoorman D isgoingforwardtotheguests G andopeningthedoorofthecarforthem pairwork 14 G Yes Chongqingisaverybeautifulcityandthepeoplehereareverykind Welikeitverymuch D Howmanypiecesofluggagedoyouhave G Er maybefourorfive D I llshowyoutotheFrontDesk youcancheckinthere Thisway please Letmetakecareofyourbaggage G Ok thankyou IVTopicExtension 15 DialogueII IVTopicExtension CheckinginattheFrontDesk R Goodmorning WhatcanIdoforyou G I mheretocheckin Ihavebookedasuiteaweekago I mRossGeller R Justamoment please Checksthereservationinformation Sorrytohavekeptyouwaiting Youhavereservedasuiteforthreedaysfromtodaytothe9th Isthatright G Yes exactly R ReceptionistG Guest 16 IVTopicExtension R CanIseeyourpassport G Hereyouare R Wouldyoumindleavingyourpassporthereforanhourortwo Wehavetomakeacopyforourrecords G That sfine 17 IVTopicExtension R Pleasefilloutthisregistrationform Fillsouttheform Thankyou Letmesee Oh here Mr Geller Youforgottowritethedateofyourdepartureandyourpassportnumber G DidI Sorry Writesthepassportnumberanddateofdepartureandgivestheformtothereceptionist 18 IVTopicExtension R Howareyougoingtopay Incashor G CouldIpaywithmytraveler schecks R Certainly Hereisyourkeytoroom608 Pleasekeepitsafe Ihopeyouwillenjoyyourstaywithus 19 DialogueIII IVTopicExtension AWrongKey R ReceptionistG GuestD Doorman Mrs GellerwalkstotheFrontDeskandtalkstothereceptionistangrily G IsittherightkeytoRoom608 Icannotopenthedoor Pleasecheckit R Checksthekeyunconcernedly Thisistherightkey Asksthedoormantocomeover PleaseopenRoom608forMrs Geller D Ok ToMrs Geller Thisway please G Iwillstayhereandwaitforyouincasethekeyshouldbeawrongone D Allright IwillcallyouafterIopenthedoor 20 IVTopicExtension Afewminuteslater thedoormancomesdownwithapuzzledface R What sthematter Daniel D ItmaybeawrongkeybecauseIcan topenthedoor R Really Letmehavealookagain Checksthekeyagainandthenbeginstofumbleoverthedrawer Iamterriblysorry Itseemsthatsomebodyhasmixedthekeys Thisistherightone Danielwillgoupstairswithyou 21 IVTopicExtension G Fine Mrs GellersighsandfollowsDanieltoherroom Couldyoutellmesomethingaboutthehotelservices D Ofcourse Ourhotelisafive starhotel Thereareabout120guestroomsofinternationalstandard Therearehealthcenters beautysalons coffeeshopsandgreatdinninghallswhereyoucanenjoyyourself 22 IVTopicExtension G Isthereanindoorswimmingpool D Yes it sfantasticandisonthethirdfloor G Whataboutthemealtime D Alldaylong Thisisyourroom Opensthedoor Howdoyoulikeit G It squitecozyandspacious Isthetapwaterdrinkable 23 IVTopicExtension D Yes andyoucanalsousethesmallcupsforhotwater G Ok thanks Whereismyluggage D Iwillbringittoyoulater G Thankyou 24 ReceptionandCheck in VOralTime Translatethefollowingsentences please Actitout Completethedialogue Fillintheform please 25 SituationA YouareRobertandwouldliketocheckinatahotelwhereyouhavemadeareservationtwodaysago Theclerkhelpsyoutocheckinandgivesyouthekeytoyourroom Actitout 26 SituationB Youandyourboyfriendarejustarrivingatthehotel adoormancomesforwardtoopenthedoorforyourboyfriendfirstandthenforyou yougetangryandtellthedoormanwhatheshoulddo Iamveryunhappy Actitout 27 2 Rearrangetheorderofthefollowingworktobedoneattheregistrationdesk a Givingtheguestthekeytotheroom b Checkingtheguest spassport c Askingtheguest sname d Askingiftheguesthasareservatione Checkingthearrivallist f Greetingtheguest g Askingtheguesthowtopaythebill h Askingtheguesttofillintheregistrationform Checkup 28 Youransweris 29 Checkup 1 我昨天下午为我的朋友史密斯先生预定了一个单间 2 作为补偿 我们将为您免费安排另外一间客房 3 请不要落下您的行李 4 请写清楚您准确的离店时间 Anirritatedguestwenttothereceptiondesk Iaskedforanon smokingroomandtheroomyougavemesmellslikeanashtray Employeesneedtobeabletomakedecisionsandhandleproblemsinordertodotheirjobproperly Theirjobistosatisfytheguest Ifyoutellaguest thereisnothingIcando theguestwillthink ifyoucan thelpme thenwhyyouarehere Translation 30 1 Ihavereservedasingleroomformyfriend Mr Smithyesterdayafternoon 2 Wewillarrangeyouanotherroomforfreeascompensation3 Pleasedonotleaveyourluggagebehind 4 Pleasewriteyourexactdateofdeparture 5 客人怒气冲冲地走向前台 我要的是无烟房间 你给我分配的房间闻起简直是烟灰缸 6 为了合理地做好工作 职员们应该能够做出决定 处理问题 他们的工作就是令顾客满意 如果你告诉顾客 我无能为力 顾客可能会想 既然你帮不了我 那你在这里干什么呢 31 VIVocabularyDevelopment WordsandExpressions Listentome please ReceptionandCheck in 32 Wordsandexpressions placeofissuen 发照地点groupvisan 团体签证listn 名单 一览表nationalityn 国籍signaturen 签名policyn 规定 条例 政策valuablesn 贵重物品notifyv 通知 发布通告jollya 极好的lobbyn 门厅scenica 风景