酒店英语前台课件

实用阶梯英语,酒店英语,1,PPT学习交流,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.,2,PPT学习交流,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,3,PPT学习交流,Diagram,4,PPT学习交流,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,5,PPT学习交流,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”。,6,PPT学习交流,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,7,PPT学习交流,ConciergeServices,5,FrontOffice,ReceivingRoomReservations,1,ExtendingtheStayandChangingtheRoom,3,8,PPT学习交流,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,9,PPT学习交流,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,10,PPT学习交流,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.,11,PPT学习交流,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,thatsright.Thankyou.R:Youarewelcome,sir.Wearelookingforwardtoyourcoming.Goodbye.,12,PPT学习交流,Typesofroom,Singleroom,13,PPT学习交流,Typesofroom,doubleroom,14,PPT学习交流,Typesofroom,twinroom,15,PPT学习交流,Typesofroom,tripleroom,16,PPT学习交流,Typesofroom,suite,17,PPT学习交流,Executiveroom,Typesofroom,Justaroomforexecutivesinhotel,18,PPT学习交流,HotTip,SituationalTraining,情景实训,1.RoleplayYournameisBillBrown.YoudlikeasingleroomwithshowerfromJuly18thto22nd.Thehotelreceptionistanswersthephoneandacceptsthebooking.2.Accordingtothedialogueyoumadeabove,fillinthemissinginformationintheReservationForm.,19,PPT学习交流,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:_,20,PPT学习交流,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,21,PPT学习交流,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。,22,PPT学习交流,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.,23,PPT学习交流,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.,24,PPT学习交流,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,25,PPT学习交流,HotTip,SituationalTraining,情景实训,1.RoleplaySupposeyouaretheleaderofatravelagency.YouarecallingRoomReservationsofBeijingHotel.Youwanttobook10twinroomsfrom6thofOctoberto10thofOctoberforyourgroupmembers,whowillstayinBeijingtohaveatravel.Theroomrateis180dollarspernight.Youcanenjoya15%discountforthegroupreservation.2.Accordingtothedialogueyoumadeabove,fillinthemissinginformationintheReservationForm.,26,PPT学习交流,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:_,27,PPT学习交流,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.,28,PPT学习交流,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,29,PPT学习交流,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?,30,PPT学习交流,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.,31,PPT学习交流,信用卡,AE(AmericanExpress)美国运通卡,32,PPT学习交流,Master万事达卡,33,PPT学习交流,Vise维萨卡,34,PPT学习交流,长城卡,35,PPT学习交流,Shuttlebus,36,PPT学习交流,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,37,PPT学习交流,HotTip,SituationalTraining,情景实训,1.RoleplayMr.JasoncallstheReservationsofMarriottHoteltoreserveasuitewiththeriverviewforhisboss.ThestayingdateisfromOct.5thtoOct.7th.Theroomrateis200dollarspernight.HehopestoguaranteehisreservationwithVisaCard.2.Accordingtothedialogueyoumadeabove,fillinthemissinginformationintheReservationForm.,38,PPT学习交流,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:_,39,PPT学习交流,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.,40,PPT学习交流,HotTip,R:Whatwasthedateofthereservation?G:FromOctober2ndfor3nights.R:Excuseme,butisthereservationforyou?G:No,itsformyfriend.R:MayIhaveyournameandphonenumber,please?G:Yes,itsMaryandmynumberis365-7071.R:Thankyou,maam.IllcancelMr.BrownsreservationfromOctober2ndfor3nights.Welookforwardtoanotherchancetoserveyou.,41,PPT学习交流,HotTip,WordsandExpressions,词汇与表达,cancellationn.取消roomavailability客房预订情况（有无空房）,42,PPT学习交流,HotTip,SituationalTraining,情景实训,RoleplayMarywantstocancelareservation.ThedateofreservationisfromJune2ndtoJune4th,for3nightsaltogether.ThereservationistcancelsthereservationforMary.,43,PPT学习交流,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,madam.Wewillextendthereservationforyou.,44,PPT学习交流,HotTip,SituationalTraining,情景实训,RoleplayMr.BrianreservedtwotwinroomswiththeGardenHotelforbusinessmeetingfor2nightsfromMay4thtoMay5th.NowheiscallingfromLondontochangethedateofthereservationforhismeetinghasbeendelayeduntilMay6thtoMay7th.Theroomtypehasnotbeenchanged.,45,PPT学习交流,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。,46,PPT学习交流,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。Thegueststelephonenumber.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。,47,PPT学习交流,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。,48,PPT学习交流,HotTip,Asktheguestaboutthetimeofhisarrivalanddeparturewiththefollowingsentences:,用下列句子询问客人到达和离开的时间：,Whatdatewouldthatbe?Forwhich/whatdate?Forwhen?Howlongwillyouintendtostay?,49,PPT学习交流,HotTip,Doconfirmaftergettingalloftheinformationaboutthereservation.,在获得所有预订信息之后一定要确认。,Ifyoudontunderstandwhattheguestsays,besurenottoguessorpretendtoknowatall.Certainlyyoudonthavetobeafraidofthis.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？”,50,PPT学习交流,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。,51,PPT学习交流,HotTip,Afterreservation,besuretosaytotheguest:“Welookforwardtoyou