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1、 酒店服务英语实训 Heidy 第16周 contents Program1 Check in Check out项目二登记入住 Warming upActivitiesTaskprocedure skill knowledgeDialogueRolePlayPractice Task2 part1 Check inServices工作任务二入住登记服务 TaskObjectives任务目标Afterlearning youshouldbeableto 学完后 应该掌握 checkinfortheguestwithreservations为有预订的客人办理入住登记 checkinfortheg
2、uestwithoutreservations为无预订客人办理入住登记 checkinforguestswithagroupreservation为团队预定客人办理入住登记 Warming upActivites 1 Match HiltonHotelsCorporationIntercontinentalHotelsGroupMarriottInternational Inc HotelsShangri laHotelsandResorts Warming upActivites 1 Doyouknowtheadvertisingslogansoftheabovehotels Discuss
3、withyourpartnersandtrytomatchtheappropriateadvertisingsloganswiththeabovehotels a Travelismorethanjustatob b Weknowwhatittakes c Thinkingofyou d WherewillyoufindyourShangri la 2 Whichadvertisingslogandoyoulikebest Supposeyouweretheownerofaninternationalhotelgroup whatsloganwouldyoudesignforyourhotel
4、 HotTip Whatyoushouldbeabletoknow你应该知道的知识 TaskProcedure 任务流程 Greettheguest 问候客人 Asktheguestwhetherheorshehasareservationwiththehotel 询问客人是否有预订 Findoutthereservationinthecomputerforconfirmation 在计算机中查找预订记录以确认 Asktheguesttoshowhisidentification 请客人出示身份证件 Asktheguesttofillintheregistrationform 请客人填写入住登
5、记表 Asktheguesthowtomakethepayment 询问客人如何付款 Formthecheck inrecord 形成入住登记记录 Givetheroomcardtotheguest 给客人房卡 Callthebellmantoshowtheguesttotheroomwithbaggage 叫行李生拿行李陪客人到房间 Extendbestwishes 表达祝愿 HotTip TaskSkills 任务技巧 Findouttheguest snameimmediatelyanduseitatleastthreetimesduringtheconversation Alwaysu
6、sepolitetitlesas Mr or Ms whenaddressingtheguest Donotcallaguestbyhisorherfirstname 立即询问客人的姓名 并在对话中礼貌地称呼三次以上 礼貌地使用 先生 或 小姐 这样的称呼 第一次不要直呼其名字 Checkthereservationinthecomputerandconfirmtheroominformationwiththeguest Ifthereisnoreservationfortheguest youshouldcheckthereservationlistforthevacanciesandthe
7、nintroducethemtotheguest 在电脑中核实预订情况 并与客人确认房间信息 如果客人没有预订 查看预订单的空房情况 然后向客人介绍 Asktheguesttoshowhisorheridentification suchasIDcard passportorOfficer sCertification Youcanasktheguestinthisway MayIseesomeidentification or CouldIseeyourpassport 请客人出示身份证件 例如身份证 护照或军官证等 你可以问 我能看看您的身份证吗 或是 我能看一看您的护照吗 Fillout
8、theregistrationform Ontheform fillintheguest sname surnameandfirstname sex thedateofbirth thenationality thevalidcardnumber thedetailedaddress thedatesofarrivalanddeparture andtheroomtypeandasktheguesttosignhis hernameaswell 在入住登记表上填写客人的姓名 姓和名 性别 出生日期 国籍 有效身份证号码 详细地址 到达日期和离店日期及房型 还要客人签名 Whenhandling
9、thegroupcheck in confirmthegroupnameandthenumberofrooms andthenaskwhetherthereareanychangesinthetimescheduleandthenumberofpersons 办理团队入住登记时 不仅要确认团队名称和房间数 还要询问客人的时间安排和人数有无变化 Whenaskingtheguesthowtomakethepayment wecanusethefollowing 当询问客人怎样付款 可以这样问 Howwillyoubepaying Howwillyoumakeyourpayment Howwoul
10、dyouliketosettleyouraccounts Howwouldyouliketomakeapayment bycreditcard incashorwithatraveler scheck Speaktotheguestwhenfinishingtheregistrationasfollows 结束入住登记时说 Ihope Hopeyouwillenjoyyourstayhere Pleaseenjoyyourstayhere HotTip UsefulKnowledge 实用知识 ThesampleoftheRegistrationCard入住登记卡示样 Someusefulex
11、pressionsintheFrontOffice前厅部工作中的实用表达 cancellation取消revision更改RoomRevenueReport客房收入报表ExpectedDepartureList次日客人退房表Discount ComplementaryList房租折扣及免费表 Theroomwillbekeptto6o clockintheeveningforthereservationinmosthotels 大多数宾馆将保留预订房到当天下午6点钟 Checkinginforguestswithagroupreservation为团队预定客人办理入住登记 办理入住登记时 与团
12、队领队 Groupleader 确认该团队的团号 Groupnumber 人数 用房数和住店日期 办理快速登记 Fastcheck in 并及时开通所有团队成员房内的电话线路 由团队协调员 Groupcoordinator 填写团队入住登记卡 RegistrationCard 并向团队领队收取团队签证 Groupvisa 和名单 注明房号 登记结束后 由团队协调员协助团队领队发放钥匙卡和房卡 安排好陪同 同时要求陪同写明叫醒服务时间 离店时间 行李服务时间以及团队在饭店用餐时间安排 团队入住登记卡送礼宾 Concierge 行李组 Dialogue Sub task1 Checkinginfo
13、rtheGuestwithReservations子任务一为有预订的客人办理入住登记 Sample 情景实例 Scene AcoupleisattheReceptionDeskoftheClaudeHotel Thereceptionisthandlesthecheck inandanswerstheguests questions R Receptionist G Guest R Goodevening sirandmadam CanIhelpyou G Goodevening MynameisSwanson PeterSwanson Ireservedaroominyourhotelbyp
14、hone R Letmecheck Mr Swanson Adoubleroomwithbath amIcorrect G Yes overlookingthesea ifpossible R Wehavesomeniceroomsontheeleventhfloor ifitsuitsyou Dialogue G Well yes ifthereisalift R Justamoment please Letmechecktheregistrationform Thanksforwaiting Youhaveareservationofadoubleroomforthreenights co
15、rrect G Yes that sright R Great sir MayIseeyourpassports G Sure Hereyouare R Wouldyoufillinthisform please G OK Isthatallright R Yes thanks Howwouldyouliketopay G ByAmericanExpressCard R MayItakeanimprintofthecard please G Certainly R Thankyou sir Yourroomis1121ontheeleventhfloor Hereisyourkeycardan
16、dyourbreakfastcoupons G Thanks R Youarewelcome Justaminute please Abellmanwillshowyoutoyourroom Ihopeyouwillenjoyyourstayhere Dialogue WordsandExpressions 词汇与表达 overlookv 俯看suitv 适合imprintv 印 压印 盖 印等 于 授权AmericanExpressCard美国运通 Dialogue Sub task2 CheckinginfortheGuestwithoutReservations子任务二为无预订客人办理入住登记 Sample 情景实例 Scene Acoupleischeckinginthehotelwithoutreservations Thereceptionisthelpsthemmaketheregistration R Receptionist G Guest R Goodafternoon sirandmadam MayIhelpyou G Goodafternoon I mJackW
