酒店英语--前台预订

1、EnglishEnglish For HospitalityFor Hospitality 讲授：徐玉萍讲授：徐玉萍telQQ:403688715课程简介 共共160学时，学时， 分四个学期完成分四个学期完成48 、48 、32 、32 分四部分：分四部分： 前厅服务英语：预订客房前厅服务英语：预订客房 接待客人接待客人 Front office 引导入住引导入住 结账离店结账离店 客房服务英语：客房介绍客房服务英语：客房介绍 客房清洁客房清洁 Housekeeping 洗衣服务洗衣服务 维修服务维修服务 餐馆服务英语：餐位预订餐馆服务英语：餐位预订 迎宾服务迎宾服务

2、 Food &Beverage 点餐服务点餐服务 酒水服务酒水服务 康乐服务英语：购物指导康乐服务英语：购物指导 文娱欣赏文娱欣赏 Recreation 体育运动体育运动 身体保健身体保健 本学期完成第一部分，本学期完成第一部分，48学时，学时，3学分。学分。Department of a hotel Front office Housekeeping department Food &Beverage department Recreation department Department of a hotel Sales department Financial department Per

3、sonnel resource department Purchasing department Engineering department Security department Training department Shopping Arcade Topic 1Room Reservation via TelephonePlease wait a moment. I have to check if there is a room available. Topic 1 A brief introduction of front office service 1.Background i

4、nformation: The front office plays an important part in modern hotels.Its the department which is responsible for reservation, registration, and assigning of the rooms.The front office is the first and last point of contact with every guest. registrationForeign currency exchangeFront office serviceR

5、oom reservationCheck inCheck Out123 前台，（前台，（Front office/Front Desk），又称），又称为总服务台（总台）或大堂部，为客人提为总服务台（总台）或大堂部，为客人提供订房、登记、分房、换房、问讯、电话供订房、登记、分房、换房、问讯、电话、订票、留言、行李、退房等一系列服务、订票、留言、行李、退房等一系列服务。 Some related words or sentences information office 问讯处 reception office 接待室 hotel register 旅客登记簿 registration form

6、登记表 manager 经理 attendant 服务员 office clerk 值班服务员 waiter （餐厅）服务员 waitress （餐厅）女服务员 The Reception Office is straight ahead. 接待处就在前面。 Welcome to our hotel. 欢迎光临。 Frequently used sentences at front desk:1. What kinds of room would you like? In the dialogue, there are several questions like this that are

7、used by the receptionist. 2.自己要做什么事时，就使用May I May I have your name, please? 请问尊姓大名 May I see your passport, please? 请让我看一下您的护照好吗？ May I know your nationality, please? 请问您的国籍是什么？ May I have your check-out time, please? 请问您什么时候结帐离开？ Welcome to our hotel! What can I do for you?nAssignment Do the follow

8、ing exercises after class. Divide the class into several groups and collect some information about hotel rooms. Suggested information1) A single room2) A single room with shower3) A single room with bath4) A closet room5) A studio room6) A double room7) A twin room Adjoining room A triple room10) A

9、suite11) A junior suite12) A royal suite13) A presidential suite14) A deluxe suiten The procedure of room reservation1. Guests identity 2. Accept reservation 3. Reservation confirmation 4. Note down necessary information5. Welcoming preparation nGuests information1. Guests name2. Contact person, tel

10、ephone number, company name, address3. Room type, number of rooms4. Number of guests5. Nationality6. Date/time of arrival/departure, length of staying7. Discount / payment8. Check out time Part 2: Room Type 1. A single room 单人间 2. A double room 双人大床间3. A twin room 两床间4. A standard suite 标准套房A royal

11、suite 大套间5. A presidential suite 总统套间 DialogueR: Fortune Hotel.Room Reservations. Can I help you?G: Yes, This is Henry Smith calling from Paris.Id like to book a room please.R:Yes,Mr.Smith. For when?G:From June 14. R:How long will you be staying? G:About a week .R:What kind of room would you like ,M

12、r Smith?G:Id like a double room for my wife and myself.By the way ,whats the rate of a double room?R:Its 480yuan RMB for a double with bath and 400 yuan RMB with shower.Which one would you like? G: Four hundred a night is OK.It is about 60 US dollars, isnt it ? R: Yes, Mr. Smith ,a double with showe

13、r,from June14 to June 21.Am I correct? G: Yes.Thats right. R:What time will you be arriving? G: Around 4:00p.m. By the way,do you have the ariport shuttle bus? R: Yes,Mr. Smith.We have airport representative desk. Just contact them and they will help you. G: Thats fine. Thank you.Goodbye. R: Thank y

14、ou for calling,Mr. Smith. We are looking forward to your coming. Goodbye.Dialogue 2 a group reservation R:Fortune Hotel .Reservation.Can I help you ? G:Yes ,my name is Bill Richard from the International Trading company.Id like to reserve rooms for my group . R:What rooms do you prefer? G:We have 30

15、 people .15 twin-bed rooms with a bath ,please. R:For which dates, Mr Richard? G:From January 22 to 24. R:Just a monment,please. 15TWBs for January 22,23and 24.Yes ,we still have those rooms available. G:Then how much do you charge ? R:600 yuan RMB,equivalent to 88 US dollars . G:Fine. One more thin

16、g, may we use the hotel meeting room during our stay in your hotel? R:No problem, we can make it for you., but we charge 400 yuan RMB per hour for the use of the hotel meeting room. G: Oh, I see. Any discount? R: There is a 15percent discount. And well send you a confirmation by fax within 5 days. M

17、ay I know you fax number,please? G:You may fax at 69692828. R: Thank you ,Mr. Richard.Part 3: Oral Practice Student A: your name is Bill from France. You are making a telephone call to Guilin international hotel. You want to book a single room with bath for March 2nd and 3rd. You dont want breakfast

18、. Student B: answer the phone and accept the booking. After checking, you can confirm a booking for a single room. It cost 480 RMB. you want to know who is making the reservation and note down the necessary information. Part 4: Homework Student A: your name is Mary Keller. You are Mr. Philips secret

19、ary. You want to book a double room with bath and the view of Lijiang river for him on October 22. Mr. Philips company will be paying for the bill in cash. Student B: you are the receptionist. After checking you can confirm a booking for a double room. The room with the view of river is 505. it cost