英语培训二前厅服务.ppt

1、Front Office Service前厅服务,Ann,CONTENTS目录,一、Key words 关键词语 二、Basic Sentences 基本句型 三、Conversation 情景对话,Key words关键词语,Lobby 大堂 Emergency exit 紧急出口 Safety boxes 保险箱 Presidential suite 总统套房 Single room 单人间 Standard room 标准间 Check-in 登记入住 Check-out 退房 Registration form 登记卡,Room charge 房价 Service charge 服务费

2、 Discount 折扣 Identification 身份证 Operator 总机 Elevator 电梯 Deposit 定金 Passport 护照 Tariff 房价表 Baggage/luggage 行李,Face south 朝南 Trolley cart 行李车 Special rate 优惠价 Arrival time 到达时间 Department time 离开时间 Flight number 航班号 Message 留言 Envelope 信封 Receipt 收据 Cheque 支票 Breakfast voucher 早餐券 Credit card 信用卡 Morn

3、ing call 叫醒服务,Basic Sentences基本句型,Do you have a reservation?/ Have you a reservation? 您预订过吗？ How long will you be staying ? 您将要住多久？ May I know your name and room number? 您能告诉我您的名字与房间号码吗？ Here is your key card, please keep it until you check out. 这是您的钥匙卡，住店期间请包管好。 Thank you for calling. We look forwa

4、rd to serving you. Goodbye. 谢谢您打电话来，我们期待为您服务，再见。,To whom should we send the bill? 我们应该把帐单寄给谁？ We are fully booked for all types of rooms on that night. 那天晚上各种类型的房间都预约额满了。 We hope well have another opportunity of serving you. 我们希望另有机会为您效劳。 Could you show me your passport, please? 能出示一下您的护照吗？ Dont wor

5、ry sir. Ill call our Assistant Manager to help you now. 别着急，先生。我传呼大堂副理来帮您。,Our bellboy will your bags and show you the room. 我们的行李员会帮您拿行李，并领您去房间。 Im afraid its against the hotels regulations. 很抱歉，这违反酒店的规章制度。 Well have to charge you 50 percent of the room rate extra, if you cant check out before 12:0

6、0a.m 中午12：00前未离店的客人需加收50%的房费。 Is there anything valuable or breakable in your bag? 您包里有贵重或易碎物品吗？ You can get your money changed at the Cashiers Desk. 您可以去收银处兑换钱。,Im sorry, sir. There has been a mistake. Please wait a moment while I correct the bill. 对不起，先生，这里有些错，请您稍候，让我更正一下。 It takes about 30 minute

7、s by taxi to the Xiaoshan Airport. The charge is 100 Yuan. 到萧山机场大约需要30分钟，费用是100元。 Please give the slip to the taxi driver and hell take you there. 请把这张字条交给出租车司机，他会送您到那里的。 Here is a brochure explaining hotel services. 这儿用说明酒店的服务手册。 There are safety deposit boxes at the Front Desk. 总台有存放贵物品的保险箱。,As a

8、hotel policy, we require one days room charge as deposit for guests without reservation. 根据酒店规定，对于没有预订的客人，我们要收一天的费用作为押金。 Do you need a map or hotel card? 请问您要地图或是酒店名片吗？ Sir,you may keep the room until six Oclock in the afternoon, but Im afraid I have to charge you a half days room charge according t

9、o the hotel policy. 先生，您可将房间保留至下午6时，但根据宾馆规定，恐怕我们要收半天房租。 Sorry,we have no domestic collect call service. You have to pay for the call yourself. 对不起，国内电话是没有对方付费的，您得自己付款。 For outside calls, please press 9 first and when you hear the dialing tone, press the number you want. 打外线请先按9，听到声响后再按您的要的号码。,Youd b

10、etter request a morning call. 您最好要求叫醒服务。 Would you like me to call a taxi for you? 请问需要帮您叫车吗？ Well send your original copy to your room after we have faxed that. 我们发出传真后，会把您的原文送到您房间去的。 Is there anything valuable or breakable in your bag? 您包里有贵重或易碎物品吗？ Please pay at the Cashiers Desk over there. 请去那边

11、帐台付款。,Conversation情景对话,A.Room reservation Reservationist：Castle Hotel, Reservation Desk. Can I help you? Guest: I an calling from Paris. Id like to reserve a room in your hotel.,R: What kind or room would you like, sir . We have single rooms, double rooms, suites etc, G:A suite, please! R: Which dat

12、e would that be ? G: From October 15th,and for three nights R: Ok, sir. Could you hold the line, please? Ill check our room availability for those days.Thank you for waiting, sir .your room is confirmed. Would you like breakfast? G: Yes, of course. R: Can you give me your name please, sir.,G: George

13、 Brown R: Mr. Brown. May I have your phone number please? G: Yes ,the number is 0031-321-2345 R: What time do you expert to arrive. Mr. Brown? G: Oh, around 6 p.m. I Suppose R :Mr., Brown. Id like to confirm your reservation. A suite room for three nights from October 15th to 17th,the phone number 0

14、0331-321-2345.Am I right? G: Yes ,thank you R: You are welcome. We look forward to serving you.,A,预订客房 预订员：您好！开元名都大酒店，预订处，我能为您服务吗？ 客人：我从巴黎打电话过来，想在你们酒店订一个房间。 员： 先生，请问您想要什么样的房间呢？我们这里有单人间、双人间、套间等等。 客：一个套间。 员：请问您哪天要这个房间？ 客：从10月15日开始，一共3天。 员：好的，先生。请稍等，为您查一下那几天的预订情况，谢谢，让您久等了。您的房间已经定好了，您需要早餐吗？ 客：当然。 员：请告诉我

15、您的姓名，好吗？ 客：乔治布朗。 员：布朗先生，请留下您的电话号码，好吗？ 客：好的，是00331-321-2345 员：布朗先生，我确认一下您的预订。您定了一个套间，从10月15日至17日，共三晚，您的电话号码是00331-321-2345。对吗？ 客：是的，谢谢。 员：别客气。我们期待为您服务。,B. Registration,Clerk: Good afternoon. Welcome to the New Century Grand Hotel .May I help you ,sir? Guest: Yes, Id like to check-in, please. C: Certa

16、inly ,sir. May I have your name ,please? G: Yes , its George Brown. C: Do you have a reservation with us, Mr. Brown? G: Yes. C: Just a moment , please. Ill check our reservation recordthank you for waiting, Mr. .Brown. Your reservation is for a suite for three nights . Could you fill out the registr

17、ations card , please? G: Ok, Thank you.,C: How would you like to make payment, Mr. .Brown? G: By credit card. C: May I take a print of the card ,please? Thank you ,Mr. . Brown. Your room is 3706 on the 37 floor . Just a moment please. A bellboy will show you to your room . I hope you will enjoy your

18、 stay.,B，登记入住,职员：下午好，欢迎光临开元名都大酒店。我能为您服务吗？先生？ 客人：是的，我想办理入住登记手续。 员：当然可以，先生，请问您的姓名？ 客：乔治布朗。 员：请问您预订了吗？布朗先生？ 客：是的。 员：请稍等，我查一下预订单谢谢您的等待，布朗先生。您预订的是一个套间，共3个晚上，请填一下登记单，好吗？ 客：好的，谢谢。 员：请问您将以何种方式付款。 客：用信用卡。 员：让我复印一下您的信用卡，好吗？谢谢您，布朗先生，您的房间在37层，房号是3706。请稍等一下，行李员会带您去您的房间的。希望您住得愉快。,C. Depositing bags,Guest: Id like

19、 to leave these with you. Bellman: Certainly, sir. How many pieces? G: Five in all. B :Is there anything valuable or breakable in your bags? G: No, B: Thank you. G: When dose the cloakroom close? B: The cloakroom is open until 9p.m. Here are the name tags. G: Thank you , goodbye. B: Goodbye,C 寄存行李,客人：我想把这些东西存放在您这儿。 行李员：当然可以先生，请问有几件？ 客：一共有五件。 员：在您的行李中有没有贵重或易碎物品呢？ 客：没有。 员：谢谢。 客：你们这儿什么时间关门？ 员：我们这个行李寄存处营业到晚上9点。给您行李牌。 客：谢谢，再见， 员：再见。,D. Business Center,Clerk : Good morning . Business Center , May I help you? Guest : Good morning . This is Henry Bellow cal