reception and checkin酒店登记英语

1、,Hotel English,Unit Two,Reception and Check in,Reception and Check in,II Introduction,Words Reference,Introduction,Word Reference:,farewell n. 辞别，再见 harbor n. 海港，码头 crucial a. 至关紧要的 retort v. 反驳 inquiry n. 质询，调查 communicate v. 通话，交流 multiple a. 多样的 n. 倍数 standpoint n. 立场，观点 compensation n. 补偿，赔偿 cas

2、ually ad. 随便地，偶然地,Generally speaking, reception service covers four kinds of services.,Introduction,Firstly, welcome and farewell service. It may extend to airport, harbor or station to receive guests. To do this, the staff member in charge shall check information about guests in order to pick up th

3、em timely if necessary. They should notice the changes of arriving time and keep contact with guests. Ardent welcome to guests and being always helpful are crucial to impress them. Similarly, welcome and farewell at the gate of the hotel are also critical, and the service provided by the front offic

4、e covers arranging cars, cleaning the gate and help with security.,Secondly, luggage service. Particularly arranged luggage desk is in charge of this, and reservation and reception units are supposed to send the list of guests here to ensure luggage desk could arrange their jobs. Thirdly, inquiry an

5、d mail service. Inquiries from guests will be answered and mails for guests will be taken care of.,Lastly, complaint center. Each hotel must have a complaint center to which the guests can complain about services. Usually, vice manager will be assigned for this challenging job to communicate with gu

6、ests. Only with successful settlement could the guest be impressed and the image of the hotel be improved. Multiple ways are available to handle complaints, but there are still several general rules to follow. First and foremost, when guests are complaining angrily, the vice manager shall listen to

7、them carefully and let the guests finish their talks and calm down before attempting to explain and argue, and the manager should not take the anger personally and try to retort but instead should create sufficient chance for the guests to release their dissatisfaction.,And then the manager comes up

8、 with solution from the standpoint of the guests, who will turn to be grateful for the real help. After receiving complaints, the manager is expected to respond promptly and smartly. If the fault is on the hotels part, apology and necessary compensation will be welcome. But the manager shall keep it

9、 in mind to maintain the interests of hotel rightly and shall not promise casually without fully understanding the fact.,Reception and Check in,III Lead-in Activities,Do you know?,Let me explain it to you,Can you give the answers to them ?,1. What kinds of services do the reception service provide?

10、2. How to deal with an angry guest? 3. What are the procedures of check-in? 4. In case the hotel fails to record the reservation, how it should be settled? 5. What should the receptionist tell the guest when the latter has finished the registration?,Class activity,team work,Reception and Check in,IV

11、 Topic extension,Words and Expressions,Listen to the following dialogues.,Words and expressions:,doorman n. 门童 luggage n. 行李，皮箱 memory n. 记忆，记忆力 exactly ad. 正确地，严密地 departure n. 离开，启程，出发 puzzle v. (使) 迷惑，n.难题 fumble v. 摸索 unconcernedly ad. 漫不经心地 cozy a. 舒适的，安逸的 spacious a. 广大的，大规模的 drinkable a. 可饮用的

12、 tap water n. 自来水,Dialogue I,D: Good morning, sir and madam. Welcome to our hotel. Im the doorman, Daniel. G: Thank you. Good morning. D: Did you have a nice trip?,IV Topic Extension,Reception at the Gate of the Hotel,(A car is arriving at Hilton Hotel, and a doorman (D) is going forward to the gues

13、ts (G) and opening the door of the car for them.),pair work,G: Yes, Chongqing is a very beautiful city and the people here are very kind. We like it very much. D: How many pieces of luggage do you have? G: Er, maybe four or five? D: Ill show you to the Front Desk; you can check in there. This way, p

14、lease. Let me take care of your baggage. G: Ok, thank you.,IV Topic Extension,Dialogue II,IV Topic Extension,Checking in at the Front Desk,R: Good morning. What can I do for you? G: Im here to check in. I have booked a suite a week ago. Im Ross Geller. R: Just a moment, please. (Checks the reservati

15、on information).Sorry to have kept you waiting. You have reserved a suite for three days from today to the 9th. Is that right? G: Yes, exactly.,R-Receptionist G-Guest,IV Topic Extension,R: Can I see your passport? G: Here you are. R: Would you mind leaving your passport here for an hour or two? We h

16、ave to make a copy for our records. G: Thats fine.,IV Topic Extension,R: Please fill out this registration form(Fills out the form). Thank you. Let me see. Oh, here, Mr. Geller. You forgot to write the date of your departure and your passport number. G: Did I? Sorry. (Writes the passport number and

17、date of departure and gives the form to the receptionist),IV Topic Extension,R: How are you going to pay? In cash or ? G: Could I pay with my travelers checks? R: Certainly, Here is your key to room 608. Please keep it safe. I hope you will enjoy your stay with us.,Dialogue III,IV Topic Extension,A

18、Wrong Key,R-Receptionist G-Guest D-Doorman,(Mrs. Geller walks to the Front Desk and talks to the receptionist angrily) G: Is it the right key to Room 608? I can not open the door. Please check it! R: (Checks the key unconcernedly). This is the right key. (Asks the doorman to come over) Please open R

19、oom 608 for Mrs. Geller. D: Ok. (To Mrs. Geller) This way, please. G: I will stay here and wait for you in case the key should be a wrong one. D: All right. I will call you after I open the door.,IV Topic Extension,(A few minutes later, the doorman comes down with a puzzled face) R: Whats the matter

20、, Daniel? D: It maybe a wrong key because I cant open the door. R: Really? Let me have a look again! (Checks the key again and then begins to fumble over the drawer) I am terribly sorry. It seems that somebody has mixed the keys. This is the right one. Daniel will go upstairs with you.,IV Topic Exte

21、nsion,G: Fine (Mrs. Geller sighs and follows Daniel to her room). Could you tell me something about the hotel services? D: Of course. Our hotel is a five-star hotel. There are about 120 guestrooms of international standard. There are health centers, beauty salons, coffee shops and great dinning hall

22、s where you can enjoy yourself.,IV Topic Extension,G: Is there an indoor swimming pool? D: Yes, its fantastic and is on the third floor. G: What about the meal time? D: All day long. This is your room. (Opens the door) How do you like it? G: Its quite cozy and spacious! Is the tap water drinkable?,I

23、V Topic Extension,D: Yes, and you can also use the small cups for hot water. G: Ok, thanks. Where is my luggage? D: I will bring it to you later. G: Thank you.,Reception and Check-in,V Oral Time,Translate the following sentences,please.,Act it out,Complete the dialogue.,Fill in the form, please.,Sit

24、uation A: You are Robert and would like to check in at a hotel where you have made a reservation two days ago. The clerk helps you to check in and gives you the key to your room.,Act it out,Situation B: You and your boyfriend are just arriving at the hotel, a doorman comes forward to open the door f

25、or your boyfriend first and then for you, you get angry and tell the doorman what he should do.,I am very unhappy,Act it out,2. Rearrange the order of the following work to be done at the registration desk. a. Giving the guest the key to the room. b. Checking the guests passport. c. Asking the guest

26、s name. d. Asking if the guest has a reservation e. Checking the arrival list. f. Greeting the guest. g. Asking the guest how to pay the bill. h. Asking the guest to fill in the registration form,Check up,Your answer is,Check up,1) 我昨天下午为我的朋友史密斯先生预定了一个单间。 2) 作为补偿，我们将为您免费安排另外一间客房。 3) 请不要落下您的行李。 4) 请写

27、清楚您准确的离店时间。 An irritated guest went to the reception desk. “I asked for a non- smoking room and the room you gave me smells like an ashtray.” Employees need to be able to make decisions and handle problems in order to do their job properly. Their job is to satisfy the guest. If you tell a guest, “th

28、ere is nothing I can do”, the guest will think “if you cant help me, then why you are here?”,Translation,1) I have reserved a single room for my friend, Mr. Smith yesterday afternoon. 2) We will arrange you another room for free as compensation 3) Please do not leave your luggage behind. 4) Please w

29、rite your exact date of departure. 5) 客人怒气冲冲地走向前台，“我要的是无烟房间，你给我分配的房间闻起简直是烟灰缸。” 6)为了合理地做好工作，职员们应该能够做出决定，处理问题。他们的工作就是令顾客满意。如果你告诉顾客“我无能为力”，顾客可能会想“既然你帮不了我，那你在这里干什么呢？”,VI Vocabulary Development,Words and Expressions,Listen to me, please.,Reception and Check-in,Words and expressions:,place of issue n. 发照地点 group visa n. 团体签证 list n. 名单，一览表 nationality n. 国籍 signature n. 签名 policy n. 规定，条例，政策 valuables n. 贵重物品 notify v. 通知，发布通告 jolly a. 极好的 lobby n. 门厅 scenic a. 风景优美的 schedule