Project 1 Task 7 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-rankingbusinesstravelersreceptionistTask7退房CheckingoutⅠ.Watchthevideoandrearrangethefollowingworkingproceduresofcheckingout.任务导入A.InformtheHousekeepingDepartmentB.Gettheguest’ssignatureonthebillandroomcardC.GreettheguestD.PrintoutthebillE.Gettheguest’snameandroomnumberF.ThanktheguestG.AskaboutthestayH.SettlethebillTheproceduresofcheckingout:____________________________________CEAGDBHF点击上方图片播放视频Ⅱ.WorkingroupsanddiscusshowtocheckoutforguestsinEnglish.任务导入知识储备Checkingoutmeanssettling1thebillandclosingtheaccount2

forguests.Itisalsooneofthemainresponsibilitiesofreceptionists.Whencheckingoutforguests,thereceptionistneedstogettheguest’sroomnumberandkey.Theninform3

thehousekeeper4tochecktheguest’sroom.Toshortencheck-outtime,thereceptionistcanprintouttheguest’sbillbeforereceivingthecallfromtheHousekeepingDepartment,andthenasktheguesttocheckandsignthebill.Butthereceptionistcan’tsettlethebillfortheguestbeforereceivingthecallfromtheHousekeepingDepartment.Whencheckingoutforgroups,thereceptionistshouldgetallthekeysofthegroupandprintoutthebillofthegroupandthegroupmembersseparately.Theninformthehousekeepingtocheckalltheroomsofthegroup.Ifthereisanyconsumption5in

personalaccounts,thereceptionistshouldconfirmwiththegroupleaderwhetherthepersonalconsumptionwillbepaidbythegrouporbytheindividual6

guest.Ifpersonalaccountsarepaidbyindividuals,thereceptionistshouldasktheteamleadertoinformtheteammemberstocometotheFrontDesktosettletheirpersonalaccounts.Ifthereisanydamage7

intheguests’room,thereceptionistshouldremindtheguestskillfully8andasktheguesttopayforthedamage.BackgroundKnowledge背景知识知识储备1．收回客人的房卡MayIhaveyourkeycard?我能收回您的房卡吗？2．给客人打印账单Justaminute,please.Iwillprintyourbillforyou.请稍等，我为您打印账单。3．让客人核对账单Hereisyourbill,ittotalsCNY2,888includinga15%servicecharge.Pleasehaveacheck!这是您的账单，一共是2888元人民币，包含15%的服务费。请确认一下。Item5isthechargeforlaundryservice.项目5是洗衣服务的费用。KeySentences核心句子知识储备4．关于破损和赔偿Itseemsthatthereissomedamagetothebedsheet.床单有破损。I’msorry,butwewillhavetoaddthecostofthebedcovertoyourbill.很抱歉，我们得把那张床单的费用加到您的账单中。5．祝福客人Ihopeyouhaveenjoyedyourstaywithusandhaveagoodtriphome.希望您享受住在这里的时光，旅途愉快。Lookforwardtoseeingyouagain.期待您的下次光临！KeySentences核心句子Dialogue1CheckingoutforIndividualGuests

散客结账离店Scene:Mr.SmithisattheFrontDesk.Hewantstocheckout.S:Mr.SmithR:ReceptionistR: Goodmorning,sir.MayIhelpyou?S: Goodmorning,Iwanttocheckoutnow.Hereismyroomcard.R: Yes,sir.(Thereceptionistcheckstheregistrationrecordonthecomputer.)AreyouMr.SmithinRoom808?S: Yes,Iam.

(ThereceptionistcallstheHousekeepingOfficetochecktheroom.)R: Justamoment,please,Mr.Smith.Letmeprintyourbillforyou.Haveyouusedanyhotelservicessincebreakfast?S: Yes,Ihaveusedthemini-baranddrunkacanofCoca-Cola.情景对话R: Allright.

(ThereceptionistprintsthebillandgivesittoMr.Smith.)Hereyouare,Mr.Smith.ItisCNY3,400includinga15percentservicecharge.Pleasecheckit.Ifthereisnoproblem,pleasesignthebill.S: Noproblem.(ThereceptionistanswersthecallfromtheHousekeepingDepartment.)R: Howwouldyouliketopay,Mr.Smith?Bydeposit?S: Yes.Hereismydepositreceipt.R: Thankyou.Youpaida4,000-yuandepositwhenyoucheckedin.We’llrefund9

you600yuan.Hereisyourchange,pleasehaveacheckandkeeptheinvoice10.S: Thankyou.R: IsthereanythingelseIcandoforyou,Mr.Smith?S: No,thankyou!R:

Happytohelp.Ihopeyouhaveenjoyedyourstaywithushereandhopetoseeyouagain.S: Seeyou!情景对话Dialogue2CheckingoutforGroups团队结账离店Scene:Mr.WilsonistheorganizeroftheABCConferenceGroup.NowheisattheFrontDesktocheckoutforhisgroupmembers.W:Mr.WilsonR:ReceptionistR: Goodmorning,sir.WhatcanIdoforyou?W:Goodmorning,I’mJackWilson,theorganizeroftheABCConference.Iwanttocheckoutforourgroup.Herearethekeysofourgroupmembers.R: Thankyou,Mr.Wilson.

(ThereceptionistcallstheHousekeepingDepartmenttochecktheroomsoftheABCConferenceGroup.)Justamoment,please.I’llprintoutthebillforyourgroup.

(Thereceptionistprintsoutthebillsofgroupaccountsandindividualaccountsrespectively.)Mr.Wilson,hereisthebillofalltherooms’rate,andhereisthebillofpersonalconsumptionofeachroom.W:OK.ButIonlypaytheroomrate.Personalconsumptionisattheirownexpense.R: Yes,Mr.Wilson.Wouldyoupleaseasktheguestsinroom809and805tocomehereandpaytheirbills?W:OK.R: AndI’llsettleyouraccountaftertheypaytheirbills.W:Allright.情景对话Dialogue3ItemsDamaged物品损坏Scene:Mrs.BellowisattheFrontDesk.Shewantstocheckout.B:Mrs.BellowR:ReceptionistR: Goodmorning,madam.HowmayIhelpyou?B: Goodmorning,Iwanttocheckoutnow.Hereismyroomcard.R: Yes.(Thereceptionistcheckstheregistrationrecordonthecomputer.)AreyouMrs.Bellowinroom908?B: Yes,Iam.

(ThereceptionistcallstheHousekeepingOfficetochecktheroom.)R: Justamoment,please,Mrs.Bellow.I’llprepareyourbillforyou.Haveyouusedanyhotelservicessincebreakfast?B: No.情景对话R:

(Thereceptionistanswersthecallfromthehousekeeper.Thehousekeepertellsthereceptionistthatthereisalargebloodstain11onthesheetinRoom908.)Mrs.Bellow,thehousekeeperfoundalargebloodstainonthesheet.AreyouOK?B: I’mawfullysorry.I’m

havingmyperiod.R: Oh.Iunderstand.Italwayshappenstous.ButI’mafraidyouhavetopayforthesheet.Youknow,thebloodstaincannotbecleanedcompletely.Wehavetoscrap12thissheet.B: Oh.HowmuchdoIhavetopay?R: Justamoment,please.Letmecheckthecompensationpricelist.ItisCNY100forthesheet.B: OK.Justdeduct13

itfromthedeposit.R: Yes.Mrs.Bellow.Hereisyourbill.Pleasehaveacheck.Ifit’sallright,pleasesignyournamehere.B: OK.Hereyouare.R: YoupaidCNY5,000asthedepositandnowI’llrefundyouCNY550.Pleasehaveacheck.B: It’sallright.Thankyou.R: Youarewelcome.AnythingelseIcandoforyou,Mrs.Bellow?B: No,thanks.Goodbye.R: Goodbyeandhopetoseeyouagain.情景对话情景对话NewWords1.settle /'setl

vt. 解决；安排；使……定居2.account /ə'kaʊnt

n. 账户；解释；账目，账单3.inform /ɪn'fɔːrm

vt.

通知；告诉；报告4.housekeeper /'haʊskiːpər

n.

管家；（旅馆的）房间清洁工5.consumption /kən'sʌmpʃn

n. 消费；消耗6.individual /ˌɪndɪ'vɪdʒuəl

adj.

个人的；个别的；独特的

n. 个人，个体7.damage /'dæmɪdʒ

n. 损害；损毁；赔偿金

v. 损害；损毁8.skillfully /'skɪlfəli

adv.

巧妙地；精巧地

9.refund /'rifʌnd/ n.

退款，退税，返还款，偿还金额

v.

退还，退款，偿还10.invoice /'ɪnvɔɪs

n.

发票；货物；发货单

vt.

开发票；记清单11.bloodstain /ˈblʌdsteɪn

n. 血迹；血污12.scrap /skræp

vt.

废弃；使解体；拆毁13.deduct /dɪ'dʌkt

vt.

扣除，减去情景对话SpecialTermspersonalaccount个人账户Phrases1.settlethebill/settletheaccount 结账2.atsb.’sexpense 由某人付钱；由某人负担费用3.haveone’speriod 某人在经期情景对话NotesIfthereisanyconsumptioninpersonalaccounts,thereceptionistshouldconfirmwiththegroupleaderwhetherthepersonalconsumptionwillbepaidbygroupsorbyindividualguests.Ifpersonalaccountsarepaidbyindividuals,thereceptionistshouldasktheteamleadertoinformtheteammemberstocometotheFrontDesktosettlepersonalaccounts.

如果个人账户有任何消费，接待员应该与团队领队确认个人消费是由团队支付还是个人支付。

如果个账户由个人支付，接待员应该让领队通知团队成员到前台结算个人账户。PhrasesandWordsaboutRoomReservation1.latecheckout 延迟退房

2.dueoutroom

预离房3.sleepout

外宿房

4.rebate

退还款情景对话()1.Thereceptionistcanprintouttheguest’sbillbeforereceivingthecallfromtheHousekeepingDepartment.()2.Thereceptionistonlyneedstogettheguest’skeywhentheguestwantstocheckout.()3.Whencheckingoutforgroups,thereceptionistonlyneedstoprintoutthebillofgroupaccounts.()4.Ifthegroupleaderwon’tpayforthepersonalconsumption,thereceptionistshouldasktheteamleadertoinformtheteammemberstocometotheFrontDesktosettletheirpersonalaccounts.()5.Ifthereisanydamageintheguestroom,theguesthastopayforthedamage.ExercisesⅠ.Judgewhetherthefollowingstatementsaretrue(T)orfalse(F).FTFTT情景对话1．结账离店 2．个人账户3．发票 4．预离房ExercisesⅡ.TranslatethefollowingtermsintoEnglish.checkoutpersonalaccountinvoicedueoutroom情景对话1．请出示一下您的房卡。______________________________________________________________________2．您是住在210房间的史密斯先生吗？______________________________________________________________________3．请稍等，我为您打印账单。______________________________________________________________________4．这是您的账单，总共3000元，包含15%的服务费，请核对一下并签字。____________________________________________________________