Hotel English酒店英语概述

1、PAGE PAGE 17Hotel EnglishChapter 1 Introduction1. DefinitionHotel (hospitale): A building for public accommodation that furnishes lodging and provides meals, beverages, and personal service for the public such as entertainment, rooms for meetings, banquets and restaurants.Hospitality/lodging Industr

2、y: a series of companies that provide overnight accommodation to the traveling public.2. Hotel classifications2.1 the type of guests a. commercial hotel : offer drink and accommodation to business people b. Tourist hotel: offer service to people traveling for pleasure c. Resort hotel: located in vac

3、ation areas , serve people with recreational purpose d. MICE (meeting ,incentive ,convention and exhibition):2.2 the length of stay of guests a. Residential hotel: condominium, people who dont keep house rent it on a seasonal basis or permanently b. Transient hotel: near airports ,railway terminals

4、or ports3. types of accommodationsa.Hotel Chains above two properties owned or managed by the same companyb. Motel commercial accommodations located along expressway for use by people traveling by automobile.c.Hostel (客栈，招待所)：for special groups such as youth, club members, inexpensive, supervised an

5、d basic.d. Economy hotel no private bath facilities and limited service.e. Elderhostel universities offer a program of education and adventure. accommodations provided by campus dormitories.f. Green hotel, ecohotel, spa hotel, cruise hotel, themed hotel etc.4. Operating departments Front of the hous

6、e Front desk；switchboard ；housekeeping；restaurants；bars；banquet room；meeting roomrecreational facilities；Back of the house；accounting food preparation( the prep person) storage ；dishwashing；security；engineering/maintenance；laundry；personnel；training5. Position Reservation: to receive and assign gues

7、t room reservations for individuals and group.Information: to answer requests for rooms , hotel services, transportation, entertainment, and the surrounding community. Rooming: to match guests needs ,handle the sale of rooms, establish credit for the incoming guests and complete registration formali

8、ties.Guest accounting: to open and maintain proper accounts ,keep track of guests charges and credits, to verify all transactions and compile management reports. cashiering: to handle various settlement modes including credit card, cash, checks, foreign currency and third party billing .Switchboard:

9、 handle telephones for guests and provide wake-up and message services. Concierge services: to provide guest services at the door, in the parking area, with luggage.Room attendant : in charge of room cleaning and guest serviceHostess: to greet guest and show guest to their tableWaiter/waitress: serv

10、e food at tables.Bus: to clean tables and other related things. ex: bus boy杂工Chef: to cook food for the guests. ex: cold chef, head chef GM, resident manager(驻店经理) , the front office manager, the shift manager(值班经理) executive assistant manager, the assistant front office manager the receptionist, th

11、e reservationists, the reservations supervisor the night auditor：夜间巡查人员The head cashierThe switchboard operatorThe bell captainThe night porter The bellboy/bellmanThe doormanThe lift operatorChapter 2 Bellman Service1.Professional knowledge work detail: bring a cart up to the guests car, greeted the

12、 guest, and loaded the guests luggage onto the cart. After the guest check into the hotel, the bellman accompanied his to the room, open the door and bring the luggage into the room, collected any offered tips and left. Or the bellman can show the guest how to operate room amenities. salary: an aver

13、age tip of $2.40 in narrow sense, $4.77 in broad sense2. Terminology luggage cart , piece of luggage, vehicle , luggage belt, luggage tag3. Useful expressions a. welcome welcome to our Hotel I hope youll have a nice stay here. /have a pleasant time.b. helping the guest with his luggage How many piec

14、es of luggage do you have in all? Is it all you have? Just a moment, please, I will bring a luggage cartIs there anything breakable? Could you take the valuable things with you?c. On the way to the guest room This way, please/ after you The elevator will be here soon/ Next car, please. watch your st

15、epd. in the room tips: the floor attendant will do the job instead of the bellman to introduce the facilities in the room Please let us know if there is anything we can do.4. DialogueTo the front desk B: Good evening, sir. Welcome to the Ambassador Hotel G: Thank you. B: How many pieces of luggage d

16、o you have? G: Just these three B: Two suitcases (旅行箱)and one bag, is that right? G: Yes. That s all. B: I ll show you to the Front Desk. This way, please. I will put your bags by the post over there.G: I see, thanks.B: A bellman will show you to your room when you have finished checking in.G: Ok, f

17、ine.B: Please enjoy your stay. ex: could you check in at the Reception counter over there, please？Im afraid its very crowded now. could you wait in line, please? check in to the room B: Good morning ,sir. Ill show you to your room. You have two suitcases , is that all? G: Yes B: Is there anything va

18、luable or breakable in your bag? G: Yes, there is a bottle of whisky B: Could you hold it by yourself? It may break. G : SureB: May I have your room key, please?G: yes , here you are B: thank you, sir . You room is on the 12th floor. Please follow me.ex: May I help you with your bags, sir? Just a mo

19、ment , I ll bring a baggage cart/trolley. luggage(BE) & baggage(AE)taking the elevator B: Your elevator is this way. The elevator on the right are the express ones (直达电梯)to the tenth floor and above.The elevators on the left go to the tenth floor only. They stop at every floor. After you, sir G: thi

20、s way.lift operators expression Going up/ down, sir. Which floor? This doesnt stop at the second floor/ go up to the guest rooms. It s an express elevator for the restaurant. Please change elevators at the 15th floor. Go ahead, please. standard delivery G: yes , coming. Who is it? B: Bellman, sir. I

21、 have brought your luggages. G: fine , come in. B: were very sorry for the delay,sr may I put it here. G: Sure B: is that all , sir G: Yes B: enjoy your stay, sir Delivery to the Wrong room BC: This is the Bell Captains Desk. May I help you ? G: Yes, Ive been waiting for my bags sent up for the last

22、 half hour. Where are they? BC: Im sorry to hear that, Maam. May I have your name and room number, please?G: Yes, its Brandeis, Room 322 BC: How many pieces did you have ,maam.G: Two suitcases and a shoulder bagBC: Could you describe them, please?G: The suitcases are pale blue leather and the should

23、er bag is dark brown.BC: is there a name tag attached to them?G: Yes, they all have tags.BC: Ill check immediately and call you back. BC: This is the bell Captain. You bags are on the way now. were very sorry for this inconvenience.G: How long will it take him?BC: about five minutes, maam.G: I see,

24、all right. Thank you , bye. bringing baggage downBC: This is the Bell Captains Desk. May I help you?G: Im going to check out soon. Could you pick up my luggage, please?BC: Certainly, sir. May I have your room number, please.G: Yes, its 2932.BC: Room 2932. Well send a bellman immediately. Could you w

25、ait in your room ,please?B: Good morning, sir. I ve come for your bags.G: Thank you. Could you take these two suitcases, please? Ill bring the shoulder bag.B: Certainly, sir. Two suitcases?G: YesB: Is there anything valuable or breakable in them?G: NoB: This is your claim tag, sir . We will keep you

26、r bags at the Bell Captains Desk. Could you pick up them there?G: Certainly.B: Thank you, sir.Ex: Please ask for a long-term storage tag at the Bell Captains Desk. Im afraid we cant be responsible for any damage/ breakage, spillage, spoilageDepositing some items G: Id like to leave this with you. B:

27、 Certainly, maam. Is there anything valuable or breakable in your bags? G: No. B: Thank you . Here is your tag No.23 G: When does the cloakroom close? B: This cloakroom is open until 9 p.m. G: Oh, I wont be back until about 10:30 tonight. Where can I pick up my bags?B: Well transfer your bag to the

28、Lobby Floor Cloakroom. You may collect it there.G: I see, thanks. Tag being lost B: Good morning, sir . How can I help you ? G: Yes , I left my jacket with you this morning but I ve lost the tag for it. B: I see, sir . Do you remember the tags number or color?G: Im afraid not . I think it was blue b

29、ut Im not sure.B: Did you leave it at this cloakroom, sir?G: Yes.B: Could you describe the jacket, please?G: let me see, its a beige corduroy jacket(粉色灯心绒)with a brown checked lining(格子花纹). Well, a key chain in its pocket.B：May I see your identification, please?G: Here is my card but why all the que

30、stions?B: We have many similar jackets in the cloakroom and we might make a mistake.G: I see.B: Just a moment, please. Ill check for you Thank you for your waiting, sir. Is this your jacket?G: Thats the one. Sorry for all the trouble B: Not at all, sir. Have a nice day. Doormans service D: Good afte

31、rnoon, sir. Welcome to the Grand Hotel. G: Thank you. D: Are you checking in, sir? G: Yes, where is the Front Desk? D: Ill show you the way, sir. This way, please. G: Ok.Ex: may I help you with your bags, sir? Please mind your hands in the revolving door.Chapter 3 Reservations1. Professional knowled

32、ge Reservation record guest name, address, telephone number, arrival date and time, length of stay, type and number of rooms number in the party, rate quoted, guaranteed method terms of payment, special request (non-smoking floor, sea-view room) guaranteed reservations a. credit card b. prepayment:

33、make full payment for the stay prior to arrival c. advanced deposit: a specific amount of money is requested from the guest prior to his arrival, often one night only. d. travel agent: the hotel bills the agent for a no-show(预定却未到的人) e. Corporate guaranteed：a corporate contract guarantees payment fo

34、r no- show travelers of the corporation. means of reservations telephone, fax, letter, telex, telegram, internet ,chain hotelconfirmed reservation the terms of a reservation have been verified for both non-guaranteed and guaranteed reservations registration workCut off time(取消定房的时间)： the hour by whi

35、ch a guest with a non-guaranteed reservation must register for a room or else risk forfeiting the reservation.cancellation: a reservation that is cancelled in time for the room to be reallocatedProcessing reservation cancellations a. obtain the name under which the reservation was made ,address and

36、proposed arrival and departure dates. b. call if he or she wishes to make an alternative reservation. If not, hope you can at ones service in future.2. Useful Expression find the need of guests what kind of room would you like? would you like a room with a front view or rear view?(临街或背街) a single ro

37、om or double room? Would you like Full American Plan or Continental Plan?When for ?For which date/how many nights. howlong?How long will you be staying /do you plan to stay?How many guests will be in your party?Accepting or refusing a booking I can book you a single room for we can confirm a room fo

38、r Just a moment, please. Ill check the record/on the screen. thank you for your waiting /sorry to have kept you waiting so long.Im sorry, I cant book you a room for that day/ fully booked for all types of rooms unable to guarantee you a room for the date of If there isnt any , we can get you on a wa

39、iting list .This is the busiest season. Im sorry , but could you call us again later on this week? We maybe have a cancellation. / would you mind a double room instead?Information providing a single room costs the rate for room would be per night. breakfast is also included. there is a 15% reduction

40、 for our hotel overlooks one of the main avenues in the city/ have a fine view of the city Im sorry, we dont have saunas in our hotel, but we have massage service（推拿）.We only accept American ExpressYou have to send us a deposit ofIm afraid we have no credit arrangements with your company. We need an

41、 advance deposit before the reservation date. what services come with that? For $100, you will have a color TV set. Telephone, a complimentary buffet breakfast and a major international newspaper delivered to your room everyday.asking for guest informationMay I have your name and initials, please?Wh

42、os the reservation for?/ in whose name the reservation is made How will you pay the bill?When can we expect your coming?Could I have your flight number, in case of unscheduled planeending We looking forward to serving you/ your stay, visit3.Useful ExpressionReservation by callR: Good morning. This i

43、s Room Reservations. May I help you, sir?G: Yes, Id like to reserve a room.R: Thank you, sir. For which date?G: From October 15th.R: For three nightsR: How many guests will there be in your party?G: Just my wife and myself.R: which kind of room would you prefer, a double or twin? G: A twin, please.R

44、: Could you hold the line, please?I ll check our room available for these days, thank you for waiting,sir.We have a twin at RMB250 and RMB 400, which would you prefer?G: Well take the one at RMB400.R: Certainly, sir. May I have your name and initials, please?G: Yes, its Caruthers T.E.R: Mr. Caruther

45、s, may I have your phone number,please?G: Yes, the number isR: Is this your home number?G: Yes, it is.R: What time do you expect to arrive, sir?G: Oh, around 6 p.m, I suppose.R: Id like to confirm your reservation.A twin room for Mr. and Mrs. Caruthers at RMB400, per night for three ni

46、ghts from October 15th to 17th . My name is Steve and we look forward to serving you.Reservation made by a third partyR: Good morning, Reservation Desk. How can I help you?G: Yes ,I d like to reserve a room for a colleague.R: Thank you, sir. Which date would that be?G: For one week. From November 1

47、to 7.R: Which kinds of room would they prefer?G: A double. Hell be accompanied by his wife.R: could you hold the line, please?I ll check if our room is available.Thank you for waiting. I m afraid we have no double rooms, but we do have some twin rooms, at RMB 250 and RMB 400 available.G: The one at

48、RMB400 sounds fine.R: Certainly, sir. May we know the name of your colleague and his wife?G: Mr. and Mrs. Vernon WilliamsR: Thank you. May I have your name and telephone number, please?G: yes, its extension 1201, my name is Dan Smith, working in IBM Beijing Corp.R: We do offer special

49、rates for your company, shall we charge this to your colleague directly?G: To my company, please.R: which department should the bill made out / sent to?G: To the Accounting Department, please.R: Do you know their flight number and arrival time?G: Yes, its Pan American Flight 412.His flight arrives a

50、t 3 p.m , so he should be there by 6 pm at the earliest. R: Thank you very much. My name is Johnson. If you have any further enquiries, please dont hesitate to contact me. We look forward to serving your colleague.ex: A single room is RMB250 per night. There is also a 10% tax and a 10% service charg

51、e.I m afraid we have no credit arrangement with your company. We will need an advance deposit by bank draft or in cash before the reservation date. Full houseR: Good morning. Room Reservations, may I help you, sir?G: Id like to make a reservation.R: Which date would that be?G: For the night of April

52、 18th for one night.R: Could you hold the line, please? Ill check out room available for that day. Thank you for waiting ,sir. Im afraid our hotel is full booked on that night. Is it possible for you to change your reservation date?R: Could you hold the line, please?I ll check on screen Im afraid ou

53、r hotel is full booked on that nght. Is it possible for you to change your reservation date?G: No, that s impossible.R: We might have cancellations. Could you call us again?G: Sure, could you let me know as soon as possible?R: I m sorry ,sir, but we are unable to do that. We would appreciate it very

54、 much if you call us instead.G: well, if thats the caseR: well, I must apologize for the inconvenience. We hope you understand.Change of Reservation DateR: Room Reservation. May I help you, sir?G: Yes, my name is Smith, and I made a reservation for three nights from March 5th . I d like to extend it

55、 for two more nights until the 10th.R: For five nights from March 5th until March 10th.G: Thats right.R: Will there be any change in your room type? Your reservation is for a twin room.G: No.R: Thank you, sir. We will extend the reservation/make the cancellation/ the correction/the change for you. C

56、ancellation by a third partyR: Room Reservations, how can I help you, sir?G: Id like to cancel a reservation.R: In whose name was the reservation made?G: Claude RigellR: what was the date for the reservation?G: From February 27th for three nights.R: Excuse me, but is the reservation for yourself or

57、for another person?G: for my bossR: may I have your name and phone number, please?G: Yes, its Raymond and my number is 8867432R: Thank you, maam, I ll cancel Mr Rigells reservation from February 27th for 3 nights. My name is Johnson and we are looking forward another chance to serve you.4. Reservati

58、on LetterDear Sir: Reference is made to our above-mentioned clients and we kindly ask you to reserve the following: Two suits with bath From Oct 28th to Nov 4th ,2008 Arrival will be by Air China, flight * on 16 h ex Shanghai. We will send you our voucher- copy as soon as we receive your confirmatio

59、n indicating exact rate. Looking forward to hearing from you soon. We would like to thank you in advance for your kind attention. Yours faithfully Shanghai Travel Service Yao MingChapter 4 Check In1. Professional Knowledge Reception procedurea. Greet the guest Check on computer terminal: available r

60、oom, affirmative or negativeb. Quote the price: from high to lowc. Fill in the registration: record details; information sent to housekeeping, switchboard, cashier and so on.d. Ask for deposit: avoid skipper or walk away guest f. Complete room card (registration, ID)e. Inform bellman: carry luggage,