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1、Unit Two Reception and Check in Part One Related information Register an individual Register a tour group Generally speaking, reception service covers four kinds of services. IntroductionIntroduction Firstly, welcome and farewell service. It may extend to airport, harbor or station to receive guests
2、. To do this, the staff member in charge shall check information about guests in order to pick up them 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
3、and farewell at the gate of the hotel are also critical, and the service provided by the front office 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
4、to send the list of guests here to ensure luggage desk could arrange their jobs. Thirdly, inquiry and 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 ab
5、out services. Usually, vice manager will be assigned for this challenging job to communicate with guests. 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 t
6、o follow. First and foremost, when guests are complaining angrily, the vice manager shall listen to 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 cre
7、ate sufficient chance for the guests to release their dissatisfaction. And then the manager comes up 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 o
8、n the hotels part, apology and necessary compensation will be welcome. But the manager shall keep it in mind to maintain the interests of hotel rightly and shall not promise casually without fully understanding the fact. Basic procedure of check-in: l Greetings l Check the reservation list l Fill in
9、 the registration form l Check the documents l Assign rooms l Ensure ways of paying l Issue the room key l P19 How to Fill in a Registration Form Generally speaking, a registration form for a foreigner client should include the following items, such as nationality, full name, date of birth, sex, pas
10、sport number and type of visa, reason and duration for stay, entry time and place, reception unit; More over, it also should cover the details as to the room number, rate, arrival and departure time, form of payment, address, the clients signature, the receptionist signature and the hotels duty-free
11、 declaration etc. Registration Forms: Registration Form of Residence for Domestic Guests Registration Form of Temporary Residence for Visitors Registration Form of Residence for Group 姓名 Full Name 房号 Room NO. 国籍 Nationality 性别 Gender 出生日期 Date of Birth 职业 Occupation 签证或旅行号码 Visa or Travel Document N
12、o. 有效期限 Date of Validity 停留事由 Object of Stay 入境日期 Date of Entry 何处来何处去 Where from 押金, 保证金 旅馆规定凡预订房间都要先付订金。 The hotel requires a deposit for all advance bookings. 3. in/under the name of adv. 以的名义,凭 我代表总统前来迎接你。 I greet you in the name of the President. Useful sentences: Registering the guest: 1. Will
13、 you please fill in this registration form? 2. Would you mind filling out the registration form? 3. Would you like to register, please? 4. Could you complete this registration form? 5. Would you please put your name in capitals? 6. The receptionist wants to see your passport. 7. Have you got any ide
14、ntification? Assigning rooms to the guests 1. Your room is 1018, overlooking a large park. 2. Your room is on the top floor and it has a very good birds eye view of the whole city. 3. Your balcony is on the top floor, providing a good view of the sea. 4. You have a double room on the fifth floor. 5.
15、 Your room number is 188, on the first floor. 6. Here is your key. The lift is just round the corner. 7. Here are the keys to your rooms. The porter will take you to your rooms and your luggage will be sent to your rooms too. 8. Could you keep the room key until you check out? Introducing service 1.
16、 Room service here runs on a 24-hour basis. 2. We offer round-the-clock personal service. 3. The bar provides all-night service. 4. The rescue team, in the outdoor swimming pool, provides all- weather service. 5. If you have anything for the laundry, just leave it in the laundry bag in your room. 6. If you need a taxi, you may ask the reception desk to get one for you. 7. You may make long-distance calls from your room. 8. The shop is opposite the information desk;
