《饭店服务英语》课件-模块一 登记入住

《饭店

英语》HotelEnglishHotelEnglish模块一ReceptionandCheckin

登记入住教学目标知识目标:了解入住饭店的入住程序。技能目标:掌握为有预定客人登记入住程序；为散客登记入住程序；为团队登记入住程序。情感目标：体会饭店实际服务工作的重要性,热爱自己所从事的职业。

教学重点1.掌握有关入住饭店的重点词汇以及实用表达2.掌握登记入住饭店的入住程序

教学难点能够用英语接待客人并为客人办好登记入住手续RoomReservation

MainPoints（知识要点）※Check-inprocedures

入住程序※Proceduresofregisteringaguestwithareservation

为有预定客人登记入住程序※Proceduresofregisteringawalk-inguest

为散客登记入住程序※Proceduresofregisteringagroup

为团队登记入住程序register['redʒistə]v.登记passport['pɑ:spɔ:t]n.护照pay[pei]v.支付check[tʃek]n.支票receipt[ri'si:t]n.收据sign[sain]v.签bellboy['belbɔi]n.侍者luggage['lʌgidʒ]n.行李brochure['brəuʃə]n.小册子deposit[di'pɔzit]n.定金departure[di'pɑ:tʃə]n.出发I.重点词汇Greetingguestsandgettinginformationaboutreservation1)Goodafternoon,sir.WhatcanIdoforyou?2)Doyouhaveareservationwithourhotel?3)Inwhosenamewasthereservationmade?4)Waitamoment,please.I’llcheckourreservationrecordforyou.5)Yourreservationwasmadebyphoneanditisguaranteedbycreditcard.Registeringguests1)MayIhaveyourpassporttofillouttheregistrationformforyou?2)Pleasesignyournamehere,sir/madam.Advanceinformationonpayment1)Youneedtopaya$1000deposit,sir/madam.2)A$1000depositisrequiredtobepaidinadvance,sir/madam.3)Howwouldyouliketopay(yourdeposit),sir/madam?Incash,bycreditcard,orbycheck?4)Yourcheckisunlimited,pleasesignyournamehere,writedownthenameofyourcompanyandthephonenumberofthefinancedepartmentinyourcompany.5)Pleasekeepyourreceiptforthecheck-out,sir/madam.UsefulExpressions(实用表达)UsefulExpressions（实用表达）Givingguestskeycardstorooms1)Yourkeycardandbreakfastvouchersareallinthisenvelope,yourroomis0302.2)Thebreakfasttimeisfrom6:30a.mto10:00a.m.3)Ourbellboywillhelpyouwithyourluggageandshowyoutoyourroom.Wishes1)Hopeyou’llenjoyyourstaywithus.2)Wishyouawonderfultimehere.

Generallyspeaking,receptionservicecoversfourkindsofservices.II.Introduction

Firstly,welcomeandfarewellservice.Itmayextendtoairport,harbororstationtoreceiveguests.Todothis,thestaffmemberinchargeshallcheckinformationaboutguestsinordertopickupthemtimelyifnecessary.Theyshouldnoticethechangesofarrivingtimeandkeepcontactwithguests.Ardentwelcometoguestsandbeingalwayshelpfularecrucialtoimpressthem.Similarly,welcomeandfarewellatthegateofthehotelarealsocritical,andtheserviceprovidedbythefrontofficecoversarrangingcars,cleaningthegateandhelpwithsecurity.

Secondly,luggageservice.Particularlyarrangedluggagedeskisinchargeofthis,andreservationandreceptionunitsaresupposedtosendthelistofguestsheretoensureluggagedeskcouldarrangetheirjobs.Thirdly,inquiryandmailservice.Inquiriesfromguestswillbeansweredandmailsforguestswillbetakencareof.

Lastly,complaintcenter.Eachhotelmusthaveacomplaintcentertowhichtheguestscancomplainaboutservices.Usually,vicemanagerwillbeassignedforthischallengingjobtocommunicatewithguests.Onlywithsuccessfulsettlementcouldtheguestbeimpressedandtheimageofthehotelbeimproved.Multiplewaysareavailabletohandlecomplaints,buttherearestillseveralgeneralrulestofollow.Firstandforemost,whenguestsarecomplainingangrily,thevicemanagershalllistentothemcarefullyandlettheguestsfinishtheirtalksandcalmdownbeforeattemptingtoexplainandargue,andthemanagershouldnottaketheangerpersonallyandtrytoretortbutinsteadshouldcreatesufficientchanceforthegueststoreleasetheirdissatisfaction.

Andthenthemanagercomesupwithsolutionfromthestandpointoftheguests,whowillturntobegratefulfortherealhelp.Afterreceivingcomplaints,themanagerisexpectedtorespondpromptlyandsmartly.Ifthefaultisonthehotel’spart,apologyandnecessarycompensationwillbewelcome.Butthemanagershallkeepitinmindtomaintaintheinterestsofhotelrightlyandshallnotpromisecasuallywithoutfullyunderstandingthefact.ReceptionandCheckinIII.Lead-inActivitiesCanyougivetheanswerstothem?1.Whatkindsofservicesdothereceptionserviceprovide?2.Howtodealwithanangryguest?3.Whataretheproceduresofcheck-in?4.Incasethehotelfailstorecordthereservation,howitshouldbesettled?5.Whatshouldthereceptionisttelltheguestwhenthelatterhasfinishedtheregistration?

ClassactivityteamworkReceptionandCheckinIV.TopicextensionRegisteringaguestwithareservationR---ReceptionistG---GuestR:

Goodafternoon.WelcometoFriendshipHotel.MayIhelpyou?G:

Ihaveareservationwithyourhotel.

R:

Inwhosenamewasthereservationmade?

G:

AliceClinton.R:Waitamomentplease.I’llcheckit…Yes,MissClinton,youhavereservedastandardroomfrom5thAug.to31st.Aug..G:Exactly.IVTopicExtensionR:

MayIhaveyourpassporttofillouttheregistrationformforyou?G:

Sure,Hereyouare.

(Afterfillingouttheregistrationform)R:Thankyou,MissClinton,hereisyourpassport.Yourtotalbillis$13,335,includingthedepositmoney.Howwouldyouliketopay?G:

Bycreditcard,please.IVTopicExtensionR:Thankyou,hereisyourreceiptandtheregistrationform,pleasecheckitoutandsignyournamehereifthereisnothingwrong.G:Allright.(Aftersigning)R:Thankyou,MissClinton,pleasekeepyourreceipt,you’llneedtoshowusforyourcheck-out.Yourkeycardandbreakfastvouchersareallinthisenvelope.Yourroomis0302,ourbellboywillhelpyouwithyourluggageandshowyoutoyourroom.IVTopicExtensionG:Thanks.WhatifIneedhelporwanttomakeacall?R:Ourfrontdeskphonenumberis50;youcancallthisnumberanytimeyouneedhelp.Ifyouwanttomakearoom-to-roomcall,pleasedial7firstandthentheroomnumber,fortheoutsidecall,dial9beforedialingthephonenumber.G:Thankyousomuch,youaresohelpful.R:Mypleasure,Hopeyou’llenjoyyourstaywithus.ReceptionandCheck-inV.OralTimeCompletethedialogue.

SituationA:YouareRobertandwouldliketocheckinatahotelwhereyouhavemadeareservationtwodaysago.Theclerkhelpsyoutocheckinandgivesyouthekeytoyourroom.

Actitout

SituationB:

Youandyourboyfriendarejustarrivingatthehotel,adoormancomesforwardtoopenthedoorforyourboyfriendfirstandthenforyou,yougetangryandtellthedoormanwhatheshoulddo. Iamveryunhappy……ActitoutCheckup1)我在你们酒店预定了房间。2)您能出示护照吗?我需要为你填写登记表。3)您想怎样付款?现金,信用卡还是支票?4)行李员会带您去房间并帮您拿行李。5)如果您想要打内线,请先拨7,再拨房间号。Translation1)Ihaveareservationwithyourhotel.2)MayIhaveyourpassporttofillouttheregistrationformforyou?3)Howwouldyouliketopay?Icash,bycreditcard,orbycheck?4)Ourbellboywillhelpyouwithyourluggageandshowyoutoyourroom.5)Ifyouwanttomakearoom-to-roomcall,pleasedial7firstandthentheroomnumber.ReceptionandCheck-inVI.EnglisharoundYou

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