Project 1 Task 1 课件 《酒店英语》同步教学航空工业出版社

酒店英语前厅部Project1FrontOffice目录

Task1TakingRoomReservations接受客房预订Task2OfferingConciergeService提供礼宾服务Task3Checkingin入住登记Task4ServinginServiceCenter总机服务目录

Task5ExchangingForeignCurrency兑换外币Task6ServingintheBusinessCenterandExecutiveLounge商务中心和行政酒廊服务Task7Checkingout退房Task8SettlingGuestComplaints处理客人投诉BriefIntroductiontotheFrontOffice

前厅部简介FrontOffice

isanimportantdepartment1ofahotelthatdirectlyinteracts2withthecustomerswhentheyfirstarriveatthehotel.Thestaffofthisdepartmentisveryvisible3totheguests.Thefrontofficestaffhandlesthetransactions4betweenthehotelanditsguests.Thestaffreceivestheguests,handlestheirrequests,sellshotelproductsandservices,andstrikes5thefirstimpression6aboutthehotelintoguests’minds.ThusitcanbeseenthattheserviceandmanagementleveloftheFrontOfficewillhaveadirectimpactonahotel’simageandbusinessperformance.TheFrontOfficeisusuallydividedintofivesmallersections,suchastheFrontDesk,

theConcierge7,theServiceCenter,theReservation8Department,theBusinessCenter,andtheExecutiveLounge

inafive-starhotel.ThestaffsworkingattheFrontDeskareusuallycalledreceptionists9

whoaremainlyresponsibleforcheckingin,checkingout,exchangingforeigncurrency10,sellinghotelrooms,andsoon.Thestaffsworkingintheconciergecanbecalledbellmen11

ortheairportrepresentatives12

accordingtothedivision13ofwork.Theconciergeisresponsibleforofferingpicking-upservice,carryinganddepositingbaggage,providinginformationaboutthehotelandthecity,deliveringmassageandmails,andsoon.Project1BriefIntroductiontotheFrontOffice

前厅部简介ThestaffsintheServiceCenterareusuallycalledoperators14whoareresponsibleforansweringandswitchingphonecalls,offeringhelpforguestsbyphone.ThestaffsinReservationDepartmentarecalledreservationists15

whoaremainlyin

chargeof

dealingwithallkindsofroomreservations,suchastelephonereservations,onlinereservations,groupbookings,andsoon.TheBusinessCentermainlyoffersbusinessservicesforbusinessmen,suchasphotocopying,printing,typing,translatingandfaxservice,andsoon.ThestaffsworkingintheBusinessCenterareusuallycalledclerks.TheExecutiveLoungeisasectionthatismainlyresponsibleforreceivingVIPsandotherhigh-rankingbusinesstravelers.AndthestaffsworkingintheExecutiveLoungearealsocalledreceptionists.Project1NewWords1.department /dɪ'pɑːtmənt/

n. 部门；系2.interact /ˌɪntərˈækt

v.

交流；沟通；合作3.visible /ˈvɪzəbl/

adj.

看得见的；可见的4.transaction

/trænˈzækʃn/

n.

（一笔）交易；业务；买卖5.strike

/straɪk/ v.

给（某人以……）的印象6.impression /ɪm'preʃn/

n.

印象7.concierge /'kɒnsieəʒ

n. 礼宾部；委托代办服务8.reservation /ˌrezə'veɪʃn/

n. 预订9.receptionist /rɪ'sepʃənɪst

n.

接待员10.currency /'kʌrənsi

n. 货币11.bellman

/'belmən/

n. 礼宾员12.representative /ˌreprɪ'zentətɪv

n. 代表

adj. 有代表性的；典型的13.division /dɪ'vɪʒn

n.

分工；分配；部门14.operator

/ˈɒpəreɪtə(r)/

n. 接线员15.reservationist /rezə'veɪʃənɪst/

n.

预订员Project1Phrases1.beresponsiblefor

负责

2.inchargeof

掌管；负责3.dealwith

处理Project1SpecialTerms1.FrontOffice

前厅部

2.FrontDesk

前台3.airportrepresentative

机场代表

4.ServiceCenter

服务中心5.ReservationDepartment 预订部

6.BusinessCenter

商务中心7.ExecutiveLounge

行政酒廊

8.checkin

入住登记9.checkout

结账离店ExercisesFillinthefollowingformaccordingtothepassage.Project1NamesofthesmallersectionsinthefrontofficeResponsibilitiesofeachsectioninthefrontofficeHowtoaddressthestaffworkingindifferentsectionsFrontDeskcheckingin,checkingout,exchangingforeigncurrency,sellinghotelrooms,andsoonreceptionistConciergeofferingpicking-upservice,carryinganddepositingbaggage,providinginformationaboutthehotelandthecity,deliveringmassageandmails,andsoonbellmanortheairportrepresentativeServiceCenteransweringandswitchingphonecalls,offeringhelpforguestsbyphoneoperatorExercisesFillinthefollowingformaccordingtothepassage.Project1NamesofthesmallersectionsinthefrontofficeResponsibilitiesofeachsectioninthefrontofficeHowtoaddressthestaffworkingindifferentsectionsReservationsdealingwithallkindsofroomreservationsreservationistBusinessCenterphotocopying,printing,typing,translatingandfaxservice,andsoonclerkExecutiveLoungereceivingVIPsandotherhigh-rankingbusinesstravelersreceptionistTask1接受客房预订TakingRoomReservationsⅠ.Matchthefollowinghotelroomtypeswiththepictures.任务导入singleroom twinroom kingroom tripleroomfamilyroom deluxesuite presidentialsuitesingleroomtripleroomⅠ.Matchthefollowinghotelroomtypeswiththepictures.任务导入singleroom twinroom kingroom tripleroomfamilyroom deluxesuite presidentialsuitefamilyroomtwinroomkingroomⅠ.Matchthefollowinghotelroomtypeswiththepictures.任务导入singleroom twinroom kingroom tripleroomfamilyroom deluxesuite presidentialsuitedeluxesuitepresidentialsuiteⅡ.Watchthevideoandrearrangethefollowingworkingproceduresforacceptingguests.任务导入A.AsktheguestsforreservationinformationB.ConfirmthereservationC.GreetguestsD.FillinthereservationrecordE.ExpressyourgoodwishesF.GetthedetailedinformationfromtheguestsG.ChecktheroomavailabilityTheproceduresofreservation:______________________________________CAGFDBE点击上方图片播放视频Ⅲ.Doyourememberwhattheclerkaskedyouwhenyouwerebookingaroomatahotel?Watchthevideoandtrytolistthequestionsabouthowtoaskthisinformation.任务导入________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________知识储备Usually,theReservationDepartmentbelongstotheFrontOffice.Butinsomehotels,itbelongstotheSalesandMarketingDepartment.Thereservationistsordinarilyworkfrom8:00am

to8:00pm.Mostofthetimeitisthereservationistswhotaketelephonereservationsforguests.Butthereceptionistsalsocantaketelephonereservationsforguestswhenthereservationistsareoffduty.Whenaguestmakesaroomreservation,thefollowinginformationshouldbegotfromtheguest:guest’sname,dateandtimeforthereservation,roomtype,specialrequirements,andcontactnumber.Remembertotelltheguesttheroomrateandconfirmalltheinformationatlast.Nowadays,mostforeignguestswouldliketobookroomsbyemail,andsometimestheyconfirmtheirreservationswiththehotelbyphone.BackgroundKnowledge背景知识知识储备1．问候客人Goodmorning/afternoon/evening.××Hotel,××speaking.早上好！/下午好！/晚上好！××酒店，我是××。HowcanIhelpyou?/WhatcanIdoforyou?请问有什么能帮您的？2．获取客人姓名MayIhave/knowyourname,please?我能知道您的名字吗？Couldyoutellmeyourname,please?您能告诉我您的名字吗？Canyouspellyourname,please?您能拼一下您的名字吗？3．询问客人抵店日期Andwhenfor,please?请问（房间）要预订哪天的？Whenwouldyoulikeyourroom,please?您什么时候入住呢？Whenwillyouarriveatourhotel?您什么时候抵达我们酒店呢？4．询问客人离店日期MayIknowyourdeparturedate,please?请问您的离店日期是哪天？Howlongwillyoustaywithus?您打算住多久？KeySentences核心句子知识储备5．让客人等待Justamoment,please!/Holdon,please!请稍等！I’msorrytohavekeptyouwaiting.对不起！让您久等了。6．询问客人需要的房型并介绍房型Whatkindofroomwouldyoulike/prefer?您想要订什么样的房间？Wehavestandardrooms,suites,deluxesuites,andpresidentialsuitesavailable.我们有标准间、套间、豪华套房和总统套房。7．为客人介绍房价AsuiteisCNY500pernightincludingbreakfast./Forasuite,wechargeCNY500pernightwithbreakfast.套房每晚500元，包含早餐。

KeySentences核心句子知识储备8．无法满足客人的用房要求I’msorry.I’mafraidthereisnosuiteavailable.不好意思，我们没有可用的套房了。Allthesuitesareoccupied.所有套间都被订满了。Butfortunately,thereisadeluxesuiteavailable.Ourdeluxeroomismorespaciousandcomfortableandjust50yuanmorethanthesuite.Howaboutadeluxesuite?但幸运的是，我们还有一间豪华套房。我们的豪华套房更宽敞更舒适，只比套房贵50块钱。豪华套房可以吗？Alltheroomsarereservedonthatday.那一天所有的房间都被预订了。Butwecanoffermanykindsofroomson2nd,May.但是5月2日我们可以提供各种各样的房间。I’msorry,ourhotelisfull.对不起，我们的酒店满了。Wouldyoulikemetoputyouonourwaitinglistorfindyouaroominanearbyhotel?需要我把您列在等候单上或者帮您找个附近的酒店吗？KeySentences核心句子知识储备9．询问客人对于房间的特殊要求Doyouhaveanyspecialrequirementsforyourroom?您对房间有什么特殊要求吗？10．获取客人的联系方式MayIhaveyourphonenumber,please?您方便告诉我您的电话号码吗？11．确认客人预订信息Mr.Smith,youbookedadoubleroomfromJune1sttoJune5thonahighfloor.TheroomrateisCNY500

pernightwithbreakfastfortwo,andyourphonenumberis1234567.AmIcorrect?史密斯先生，您订了一个从7月1日到7月5日的高楼层双人间，房价每晚500元，含双人早餐，您的电话号码是1234567。我说的对吗？12．挂电话前表达感谢和期待Thankyouforcalling.Youwillbeexpectedtobehere./Welookforwardtoyourcoming.感谢您的来电，期待您的光临。KeySentences核心句子Dialogue1Long-DistanceCallReservations

长途电话预订Scene:HarrySmithandhiswifewanttospendtheirholidayinShanghai.NowheismakingaroomreservationwithHiltonHotelthroughalong-distancecall.H:HarrySmithR:ReservationistR: Goodmorning.HiltonHotel,whatcanIdoforyou?H: Goodmorning.I’mcallingfromNewYork.I’dliketoreserve1

aroom,please.R: Yes,sir.MayIhaveyourname,please?H: MynameisHarrySmith.R: Thankyou,Mr.Smith.Whenfor,please?H: Ineedaking-bedroom

fromMay1sttoMay5th.R: Holdon,please.I’llchecktheroomavailability2.Sorrytohavekeptyouwaiting.Wehaveaking-bedroomat998yuanpernight,aking-bedexecutiveroomat1,288yuanpernight,andaking-beddeluxeroomat1,588yuanpernight.Breakfastfortwoisincluded.Whichkindofroomwouldyoulike,Mr.Smith?H: Justgivemeaking-bedroom,please.R: OK.Doyouhaveanyspecialrequirements3

foryourroom,Mr.Smith?情景对话H: Pleasearrange4aquietnon-smokingroomforme.R: Noproblem,Mr.Smith.MayIhaveyourcontactnumberandemailaddress,please?H: Myphonenumberis6043773839andmyemailisharry3030@.R: Verywell,Mr.Smith.Aquietnon-smokingking-bedroomfromMay1sttoMay5th.Theroomrateis998yuanpernightwithbreakfastfortwo.AmIcorrect5?H: Yes,exactly6.R: We’llkeepyourreservationtill11:00pmonMay5th.Bytheway,wouldyouliketoguaranteeyourreservation?H: Yes.ButhowshouldIguarantee7it?R: Ijustneedyourcredit8

cardnumberandCardValidationCode(CVC).H: OK.MyVisacardnumberis4581244347581284.Thesignaturenumberis456.R: Letmerepeat.YourVisacardnumberis4581244347581284.Thesignaturenumberis456.AmIright?H: Yes.R: IsthereanythingelseIcandoforyou,Mr.Smith？H: No.Thankyou.R: Thankyouforcalling,Mr.Smith.Youwillbeexpectedtobeherethen.H: Goodbye!R: Goodbyeandhaveagoodday!情景对话Dialogue2NoRoomAvailableforReservation

无房可预订Scene:TomSmithandhiswifewanttospendtheirholidayinShanghai.NowheisbookingaroomwithHiltonHotelthroughalong-distancecall.T:TomSmithR:ReservationistR: Goodmorning.HiltonHotel,howmayIhelpyou?T: Goodmorning.Iwanttobookatwinroom,please.R: Yes,sir.MayIknowyourname,please?T: Sure.MynameisTomSmith.R: Yourarrival9

anddeparture10

dates,please?T: IwillarriveatyourhotelonOctober3rdandleaveonOctober10th.R: Justamoment,please,Mr.Smith.I’msorrytosayallthetwinroomsarebookedup.YouknowOctoberisapeakseason.Butfortunately,wehaveavacant11

deluxe12twinsuite13available14.Itis1,288yuanpernightwithbreakfastfortwo.Howaboutit,Mr.Smith?T: OK.I’lltakeit.情景对话R: Verywell,Mr.Smith.MayIhaveyourtelephonenumber,please?T:R: Good.I’llconfirm15yourreservation.AdeluxetwinsuitefromOctober3rdtoOctober10thforMr.TomSmithat1,288yuanpernightwithbreakfastfortwo.Isthatcorrect?T: Exactly.R: AnythingelseIcandoforyou,Mr.Smith?T: Nomore.Thankyou!R: Youarewelcome.Welookforwardto

havingyouwithus.Goodday!T: Goodday!情景对话Dialogue3ConfirmingRoomReservationbyPhone

通过电话确认房间预订Scene:DavidBellowreservedaroombyemailwithHiltonHotelthreedaysago.Nowheismakingaphonecalltoconfirmthereservation.B:DavidBellowR:ReservationistR: Goodmorning.HiltonHotel,mayIhelpyou?B: Hello.Ibookedaroombyemailwithyourhotelthreedaysago.Iwanttoconfirmthereservation.R: Yes,sir.MayIhaveyourname,please?B: Sure.DavidBellow.R: Thankyou,Mr.Bellow.Couldyoutellmeyourconfirmationnumberintheconfirmationletterfromourhotel?B: Oh!Iforgot.Canyoucheckthereservationbymyname?R: Yes.Mr.Bellow.Couldyouspellyourname,please?B: D-A-V-I-D,David.B-E-L-L-O-W,Bellow.R: Yes,Mr.Bellow.Wehaveyourreservation.Youreservedaking-beddeluxesuitefromApril11thtoApril15that1,288yuanpernightwithbreakfast.Isthatcorrect?情景对话B: Yes.Thankyou.R: AnythingelseIcandoforyou,Mr.Bellow?B: Doesyourhotelofferpick-upservice?R: Yes.Ourairportrepresentative

willpickyouupattheairportandhelpyoucarryyourbaggageandescort16

youtoourhotelvehicle17.Thenourhotelvehiclewilltakeyoutoourhoteldirectly.B: Soundsgood.Howdoyoucharge18fortheservice?R:

Wechargeaccordingtothevehicleyouchoose.FortheBenzclass,wecharge258yuanperperson.AndToyotaCoasteris200yuanperperson.Whichonedoyouprefer?B: I’dliketheBenzclass.R: Yes.Mr.Bellow.MayIhaveyourflightnumberandyourarrivaltime?B: EU2294,arrivingatHongqiaoInternationalAirportat22:00onApril11th.R: Letmerepeat.YouneedaBenzclasstopickyouupatHongqiaoairportat22:00onApril11th.YourflightnumberisEU2294.Anythingelse,Mr.Bellow？B: No,nothingmore,thankyou.Goodbye!R: Welookforwardtohavingyouwithus,Mr.Bellow.Goodbye!情景对话情景对话NewWords1.reserve /rɪ'zɜːv/ v. 预订2.availability /ə'veɪlə'bɪlətɪ

n.

可用性3.requirement /rɪ'kwaɪəm(ə)nt/ n.

要求4.arrange /ə'reɪndʒ/ v. 安排5.correct /kə‘rekt

adj. 正确的；恰当的vt.

改正；告诫

vi. 调整；纠正错误6.exactly /ɪg'zæk(t)lɪ

adv.

准确地；恰好地7.guarantee /gær(ə)n'tiː

vt. 担保；保证

n. 保证；担保；保证人；保证书8.credit /'kredɪt

n. 信用9.arrival /ə'raɪv(ə)l

n. 抵达10.departure /dɪ'pɑːtʃə

n. 离开11.vacant /'veɪk(ə)nt

adj. 空的12.deluxe /də'lʌks

adj. 豪华的13.suite /swiːt

n. 套房14.available /ə'veɪləb(ə)l

adj. 可用的15.confirm

/kənˈfɜːm

v. 确认16.escort /ˈeskɔːt

v. 陪同；护送17.vehicle /ˈviːəkl

n. 车辆；交通工具18.charge /tʃɑːdʒ

v. 收（费）；（向……）要价情景对话Phrases1.beexpectedto

被期待做某事2.bebookedup

订满了3.lookforwardto

期盼；期待SpecialTerms1.king-bedroom

大床房

2.king-bedexecutiveroom

行政大床房3.king-beddeluxeroom

豪华大床房

4.creditcard

信用卡5.CardValidationCode(CVC)

安全码

6.Visacard

维萨卡7.twinroom

双人间

8.arrivaldate

抵店日期9.departuredate

离店日期10.deluxetwinsuite

豪华双床套房

11.confirmationnumber

确认码12.confirmationletter

确认函

13.pick-upservice

接机服务情景对话Notes1.Holdonplease,I’llchecktheroomavailability.Sorrytohavekeptyouwaiting.请稍等，我查看一下是否有空房。对不起！让您久等了！2.IjustneedyourcreditcardnumberandCardValidationCode.我只需要您的信用卡号码及安全码（即信用卡签字栏中后三位数字）。3.Youwillbeexpectedtobeherethen.期待您的光临。4.Welookforwardtohavingyouwithus.Goodday!期待您的光临。PhrasesandWordsaboutRoomReservation1.singleroom

单人间

2.doubleroom

双人房3.connectingrooms

连通房

4.apartmentroom

公寓房5.handicappedroom

残障人士用房

6.deluxesuite

豪华套房7.noshow

预订但没来

8.cancellation

取消预订9.guaranteedreservation

担保预订

10.discount

折扣情景对话()1.UsuallytheReservationDepartmentbelongstotheFrontDesk.Butinsomehotels,itbelongstotheSalesandMarketingDepartment.()2.Onlythereservationistcanmakeroomreservationsforguests.()3.Thenecessaryinformationforacompleteroomreservationincludestheguest’sname,dateandtimeforthereservation,roomtype,specialrequirements,andthecontactwayoftheguest.()4.Inordertoensuretheaccuracyofthereservation,thereservationistshouldconfirmalltheinformationatlast.()5.Ifguestswanttoguaranteetheirreservation,theyshouldgivetheircreditcardnumberandCardValidationCodetothereservationist.ExercisesⅠ.Judgewhetherthefollowingstatementsaretrue(T)orfalse(F).TFTTT情景对话1．信用卡 2．双人间3．大床房

4．行政大床房5．豪华双床套房

6．安全码7．确认函

8．抵店日期9．预订（名词）

10．离店日期ExercisesⅡ.TranslatethefollowingtermsintoEnglish.creditcardtwinroomking-bedroomking-bedexecutiveroomtwin-beddeluxesuiteCardValidationCodeconfirmationletterarrivaldatereservationdeparturedate情景对话1．我想订一间双人间。