英语酒店实训1

1、Unit1 making Room ReservationWords and phrasesInformation desk 问讯处 cloak room 行李房、存衣处reservation department 预订部门receptionist 接待员standard/superior single room 标准单人间standard/ superior double room 标准双人间twin room 标准间deluxe room 豪华间presidential suite 总统套房suite room 套房deluxe suite 豪华套房 room availability 房

2、间可用率room type 房型revise the reservation 修改预订postpone the reservation 推迟预订extend the reservation 延长预订lounge 休息厅lobby 大厅delegation 代表团room rate 房价Sentences1.Good morning. Room Reservations. May I help you?早上好，预定处，请问我能帮助你吗？2.Hold on, please. I will put you through to the reservation department.请等一下，我帮你转

3、接到预定处。3.For which date? /when are you going to arrive here?/How many nights are you going to stay here?哪一天/你什么时候到达这里？/你将住在这里多久？4. Could you tell me under whose name was the reservation made?能告诉我预订写谁的名字吗？5. Is it possible for you to change your reservation date?你有可能改变预定日期吗？6. Would you like us to put

4、 you on our waiting list and call you in case we have a cancellation?你是否希望我们把你写在等候名单上，一有取消就联系你。7. Could you recommend me another hotel which wont be full up?可以推荐其他没有住满的酒店给我吗？8. I am going to check the room availabilities for those day.我将要检查这几天房间可用情况。 9. Id like to cancel a reservation since my sched

5、ule for the following days has been changed.因为我接下来几天的行程改变了所以我想取消预订。10. It is the reservation for yourself or for another party为自己预订还是为其他人呢？Job positions and job responsibilitiesJob position:Receptionist A receptionist was responsible only for a few tasks that included answering calls,forwarding them

6、 to respective departments,receiving and sending mail,taking care of correspondence,welcoming visitors and tending to their needs.Today,with technological development and increase in scope,the duties of a receptionist have undergone tremendous change.The following point will give you a better idea o

7、f a receptionists profile and his/her job description.Unit2 Checking-inWords and phraseswalk-in guest 未经预订而入住的客人passport 护照registration form 登记表fill in 填写pay a deposit of 付押金in cash 现金支付by credit card 信用卡支付room card 房卡departure time 离开时间tour leader 导游group visa 团队签证extend the stay 延长入住时间account 账户sw

8、ipe 刷卡receipt 收据bellman 行李生trolley 行李推车pull up 查一下expire date 有效期safe journey 一路平安Sentences1.How many pieces of luggage do you have?您有多少个行李箱？2.So you have got altogether four pieces of baggage, is it right?你要一起拿四个行李，对吗？3.Excuse me, where can I buy some cigarettes?打扰一下，哪里我能买到香烟？4.Can I also get some

9、souvenirs there?我也能在这里得到纪念品吗？5.There is a counter selling all kinds of souvenirs.柜台销售所以纪念品吗？6. Our concierge can arrange the tour for you. 我们旅宾部为你安排旅程7.Its in the basement at the end of the corridor. 在走廊尽头的地下室8.Would you like me to call a taxi for you?请叫个出租车给我9.I am very sorry to have kept you waiti

10、ng.很抱歉让你等久了10.Please write out the expire date of your passport /visa.请写上您的护照有效期/签证有效期。Job positions and job responsibilitiesJob position:the bellman The bellman-At one time, Bellmen were present in almost every hotel throughout North America. Now, however, the bellman is becoming rarer as many hote

11、ls seek to provide cheaper accommodation. Bellmen can still be found in upscale hotels, in which luxury and service are rated higher than affordability. Bellmen are known under several titles, including bell staff, porters and bellhops. An experienced bellman may become a bell captain, responsible f

12、or managing other bellmen within the hotel. A bellman officially is part of the receptionist staff. He is responsible for greeting guests when they arrive and identifying them. Once this information has been given, the bellman will pass on the details to other reception staff or direct the guest to

13、the desk. In extremely busy hotels, the bellman may work as part of a team, and be assigned specific guests to look after. Guests who regularly use a certain hotel may request the same bellman time and time again. While a guest is checking in, the bellman will unload any luggage and wait for the gue

14、st to finish checking in. He will then escort the guest up to the guest's room. During this time, the bellman is responsible for answering any questions that the guest may have about the facilities of the hotel and ensuring that the guest feels welcome. Upon arriving at the room, the bellman wil

15、l explain the features of the locks, escort the guest into the room, and orientate the guest to any necessary details.Job position:Reception Desk A front desk receptionist performs an important role within an organization by being the first person a client encounters. The receptionist can have a tre

16、mendous impact on the company's ability to make a positive impression and offer quality customer service. Front desk receptionists perform a variety of administrative tasks and can transfer skills for work in almost any industry. Receptionists are generally required to have a high school diploma

17、 and good interpersonal skills.Examples of customer service duties may involve checking in patrons of a hotel, scheduling appointments with patients at a doctor's office or coordinating sales meetings for staff members in a corporation. The particular job tasks will vary depending on the type of

18、 employer, but the central idea of providing quality service so customers return underlies all basic responsibilities. A receptionist is responsible for greeting visitors, answering basic questions and directing customers to the appropriate resources within the company. A receptionist may handle an

19、organization's external communication including postal mail, email, phone calls and faxes. Receptionists may answer phones and take messages, coordinate special deliveries or outgoing mail, fax documents to clients or other businesses and respond to general emails for the company. A person in th

20、is position may also play an important role with a company's internal communication by managing calendars, emailing important announcements to other staff members, scheduling company meetings and events and relaying messages between employees.Unit3 Extending the staying and changing the roomWord

21、s and phrasesPlease make up room (PMU) 请记打扫Dont disturb (DND) 请勿打扰check-out rooms 退房vacate 撤出take a nap 小睡一下on request 应要求have a sound sleep 睡个好觉do sb. a favor 支持某人extra bed 加床roll-away 可移动hanger 衣架long-staying guests 常住客人turn-down service 晚床服务overnight staff 晚班tidy up 清洗draw the curtains 拉上窗帘play h

22、ide-and-seek 捉迷藏fix the curtains 修理窗帘toilet needs 卫生用品Instruction 无线网Sentences1.Housekeeping. May I come in？ 我是客房部的，可以进来吗？2.When would you like me to do your room, sir？ 您要我什么时间来给你打扫房间呢，先生？3.You can do it now if you like 如果您愿意，现在就可以打扫。4.I would like you to go and get me a flask of hot water 我想请你给我拿一瓶

23、开水来。5.I'm sorry that your flask is empty 很抱歉您的水壶空了。6.May I do the turn-down service for you now？ 现在可以为您收拾房间了吗？7.Oh, thank you. But you see, we are having some friends over 噢，谢谢，但你知道我们邀请了一些朋友过来聚聚。8.Could you come back in three hours？ 你能不能过3小时再来整理？9. Certainly, madam. I'll let the overnight st

24、aff know 当然可以，女士。我会转告夜班服务员。10. Would you tidy up a bit in the bathroom？请整理一下浴室好吗？11. I've just taken a bath and it is quite a mess now 我刚洗了澡，那儿乱糟糟的。12. Besides, please bring us a bottle of just boiled water 此外，请给我们带瓶刚烧开的水来。13.It's growing darkWould you like me to draw the curtains for you？ 天

25、黑下来了，要不要我拉上窗帘？Job positions and job responsibilitiesJob position:Room attendant Each day, room attendants visit guest rooms to make beds, run the vacuum, empty the trash, and exchange used towels and linens for clean ones After a guest checks out, room attendants are responsible for preparing the ro

26、om for the next guest. This involves vacuuming floors and curtains, changing bed linen, dusting surfaces, cleaning mirrors and bathroom fixtures, and washing windows. Room attendants replenish toiletries, tissue, toilet paper, coffee, tea and any other complimentary items. They also take inventory o

27、f the minibar to bill guests for anything consumed and restock anything that was taken out. Room attendants ensure that all appliances and electronics, such as coffee pots, hair dryers, televisions, and heating and cooling elements, are functional. They also take inventory of such items in the room,

28、 reporting anything that is missing or damaged. Room attendants provide customer service, such as turning down beds, delivering newspapers and picking up dry cleaning or ironing. They also fulfill requests for extra pillows or towels Making room reservations The hotel reservation is important for th

29、e hotel. There are many ways of reservation including face-to-face reservation, telephone reservation and so on. The receptionist must know that the hotel room rates, the types of rooms, the date of the guests arrive at the hotel and leave the hotel, room numbers and the ways of payment. The recepti

30、onist is responsible for telling guests the types of room- single room, double room, twin room,garden-view room,hill-view room,sea-view room and so on. How to make the FIT reservation? Firstly, the receptionist needs to know the guest's name, telephone number, passport, arrival time and leaving

31、time.Then the receptionist needs to confirm the guest's information and expresses good wishes. How to make the group reservation? The guest should complete the group reservation forms. The receptionist needs to know the guest's name, the name of the group, telephone number, arrival time and

32、leaving time. Knowing the list of group members and the responsible persons telephone number is important for the receptionist. How to change the reservation? The receptionist knows guest's name, telephone number and the date that the guests revise the reservation and confirms the guest's in

33、formation. Guests need to fill forms in advance and tell the receptionist. How to cancel the reservation? The receptionist knows the guest's name, telephone number and the date of the reservation. The receptionist should confirm the guest's information. In a conclusion, a front desk receptionist performs an important role in the hotel.The receptionist can have a tremendous impa