酒店英语前台ppt课件.ppt

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 I dliketomakeareservationforthreenights R Allright Singleordoubleroom C Doubleroom please R Letmecheck Yes wehaveadoubleroomavailable C Isthatwithorwithoutbath R It saroomwithshowerandtoilet 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 Mobilephonenumberis0 R Couldyouspellthat please C GeorgeSmith G E O R G E S M I T H R Mr GeorgeSmith Adoubleroomwithbathandairconditioningforthenightsfrom18thto20th AmIcorrect C Yes that sright 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 You dlikeasingleroomwithshowerfromJuly18thto22nd 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 I dliketoknowifyouhaveroomsavailable Wearegoingtohaveaconference R MayIknowhowmanypeopletherewillbeintheconference C 20persons R Whatkindofroomwouldyoulike C I dlike10twinrooms R Forwhen C ForJuly21st 22nd and23rd R Onemoment please sir Thereceptionistischeckingthelist Yes wecanconfirm10roomsforthosedays C Thankyou Isthereanyspecialrateforagroupreservation R Yes thereisa15percentdiscount C That sgreat R Bytheway howwillyoubesettlingtheaccounts please C Ourcompanywillcoveralltheexpensesandwewillsendyouachequesoon Oh Accordingtotheprogram theywillhaveameetingonthe22nd Haveyougotamiddle sizedconferencehall R Yes sir wehaveaverynicemultifunctionhall butyou llhavetospeaktothesalesmanageraboutthat 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 I dliketoreservearoomformyfriends 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 that sfine R CanIhaveyourguests names 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 You rewelcome 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 I dliketocancelareservation R Whoisthereservationmadefor G JackBrown R Howdoyouspellthat please G B R O W N Brown HotTip R Whatwasthedateofthereservation G FromOctober2ndfor3nights R Excuseme butisthereservationforyou G No it sformyfriend R MayIhaveyournameandphonenumber please G Yes it sMaryandmynumberis365 7071 R Thankyou ma am I llcancelMr Brown sreservationfromOctober2ndfor3nights 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 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 I dliketoextenditfor2morenightsuntilthe15th C For5nightsfromJuly11thtoJuly15th G That sright C Willtherebeanychangeinyourroomtype Yourreservationisforatwinroom G No C Thankyou madam Wewillextendthereservationforyou HotTip SituationalTraining 情景实训 RoleplayMr BrianreservedtwotwinroomswiththeGardenHotelforbusinessmeetingfor2nightsfromMay4thtoMay5th NowheiscallingfromLondontochangethedateofthereservationforhismeetinghasbeendelayeduntilMay6thtoMay7th Theroomtypehasnotbeenchanged HotTip Whatyoushouldbeabletoknow你应该知道的知识 TaskProcedure 任务流程 Greettheguest 向客人问好 Asktheguestforthefollowingreservationinformation 向客人询问下列预订信息 Thedateofarrivalanddeparture 客人到达和离开的时间 Thenumberofthepeople 住店的人数 Theroomtypeandthenumberofrooms 客人所要的 房型和房间数 HotTip Checktheroomavailabilityinthecomputer 在电脑上核查是否有空房间 Getthefollowinginformationfromtheguest 从客人那里获取下列信息 Thenameoftheguestorthenameofthegroup 客人姓名或团队名称 Theguest stelephonenumber 客人的电话号码 Thecontactnameandhistelephonenumber 如果是代订需要留下 代订人的姓名及电话号码 Confirmthereservation 确认预订 Extendyourwishes 表达祝愿 Formthereservationrecord 形成预订记录 HotTip TaskSkills 任务技巧 Thereceptionistshouldanswerthephonecallbeforethephoneringsforthethirdtime thenmakeaself introductionwithpoliteexpressionsandspeakinafriendlyandcleartonewithmoderatespeed 在电话响第三声之前 接待员应接起电话 并礼貌地做自我介绍 用清晰 友好的语调和适当的语速作答 HotTip Asktheguestaboutthetimeofhisarrivalanddeparturewiththefollowingsentences 用下列句子询问客人到达和离开的时间 Whatdatewouldthatbe Forwhich whatdate Forwhen Howlongwillyouintendtostay HotTip Doconfirmaftergettingalloftheinformationaboutthereservation 在获得所有预订信息之后一定要确认 Ifyoudon tunderstandwhattheguestsays besurenottoguessorpretendtoknowatall Certainlyyoudon thavetobeafraidofthis Asktheguesttosayagainwith Ibegyourpardon Pardon or Sorry Icannotcatchyou Couldyoupleaserepeatthat 没有听懂或没有听清客人的话时 切忌猜测 更不要假装明白 当然也不用怕 可以请客人再说一遍 如 请再说一遍 请重复一下 或是 对不起 我没有听懂 能否再重复一遍 HotTip Iftheroomsarefullybooked ortheroomsneededhavebeenreserved youcanrecommendthefollowingstotheguestinordertosolvetheproblem Someotherkindsofrooms Someotherstayingdate Someotherhotels 如果酒店客房已经订满 或是客人所需房间已经被预订 可以用下列办法来解决此事 推荐别的房型 推荐其他入住日期 推荐其他酒店 HotTip Afterreservation besuretosayt