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1、MakingReservations DoubleRoom MakingReservations TheKeySentences ThankyouforcallingFourSeasonsHotel MayIhelpyou Whatkindofroomwouldyoulike Wehavesinglerooms doublerooms suitesanddeluxesuitesinChinese British Roman Frenchstyle andpresidentialstyles ThedoubleroomisU S 100pernight Whenfor Forwhichdate
2、Whatdatesdoyouneedtheroomfor Howlongdoyouplantostay Howmanynights Ineedtostayforaweek Spet 8ththroughthe12th Iwanttobookaroomforthreenights Wedohaveasingleroomavailable vacantforthosedays I msorrywearefullybookedfor22nd Doyoumindchangingthereservationrates TheKeySentences MakingReservations TheKeySe
3、ntences ForasingleroomthepricewouldbeRMB500pernight Couldyoutellmeyourname number address please Whattimewillyoubearriving Welookforwardtoservingyou Iamalwaysatyourservice WewillneedanadvancedepositofU S 100 Weofferspecialratestoday Forasingleroom thereisa15 discount Wehavenotwinsavailable Wouldyoum
4、indadoubleinstead TranslatethefollowingintoChinese1 I dliketoreserveaSpanishsuitewithmealsfromthe8thtothe12thofnextmonth 2 Howmuchdoyouchargeadayforadoubleroomwithbath 3 I llbearrivingbyairearlyinthemorning CanIcheckinthen 4 Couldyouconfirmtenroomsforaweekasagroupreservationforourtravelagency 5 Cany
5、ouputmeonawaitinglistandinformmeassoonasyouhaveaspareroom MakingReservations TranslatethefollowingintoEnglish早上好 我是订房部 有何吩咐 您要订什么房间 夫人 您觉得豪华套房怎么样 我们有标准间 每间每天860元 您打算用怎样的支付方式 信用卡还是现金 对不起 明天所有的客房都已经订满 可不可以替我在当地预订一家饭店呢 我们会为您延长预约的 我们期待着为您服务 能不能请您这个周末再打电话来 可能会有人取消预约 MakingReservations Review Discussion1
6、waysofmakingareservation2 informationyoushouldknowabouttheguestduringtheprocedureoftheroomreservation3 unexpectedcasesyoumightmeet HotelServices 1 Bellservice 应接服务 orReceptionservice2 Roomservice 客房服务 3 Foodservice 用餐服务 4 Hotelshopservice 饭店商场服务 5 Laundryservice 洗衣服务 6 Healthandrecreationservice 康乐服
7、务 7 Operatorservice 电话总机服务 8 Generallyspeaking receptionservicecoversfourkindsofservices Introduction Firstly welcomeandfarewellservice Itmayextendtoairportorstationtoreceiveguestsfromallovertheworld Todothis thestaffmemberinchargeshallcheckinformationaboutguestsinordertopickupthemtimelyifnecessary
8、Theyshouldnoticethechangesofarrivingtimeandkeepcontactwithguests Ardentwelcometoguestsandbeingalwayshelpfularecrucialtoimpressthem Similarly welcomeandfarewellatthegateofthehotelarealsocritical andtheserviceprovidedbythefrontofficecoversarrangingcars cleaningthegateandhelpwithsecurity Secondly lugga
9、geservice Particularlyarrangedluggagedeskisinchargeofthis andreservationandreceptionunitsaresupposedtosendthelistofguestsheretoensureluggagedeskcouldarrangetheirjobs Thirdly inquiryandmailservice Inquiriesfromguestswillbeansweredandmailsforguestswillbetakencareof Lastly complaintcenter Eachhotelmust
10、haveacomplaintcentertowhichtheguestscancomplainaboutservices Onlywithsuccessfulsettlementcouldtheguestbeimpressedandtheimageofthehotelbeimproved 1 Whatkindsofservicesdothereceptionserviceprovide 2 Whatdoesabellmanusuallydofortheguests 3 Whatiftheymakesomemistakesortheyareinvolvedintroublesomecases 1
11、 Incasethehotelfailstorecordthereservation howitshouldbesettled 2 Howtodealwithanangryguest 3 deliverytothewrongroom Classactivity teamwork Conciergeservice 礼宾服务 isacommonpracticethroughoutthehotelworld Itisanintegralpartoftheregistrationandassignmentprocess Conciergeservicehingeson 以 为准绳 averybasic
12、principle makingeveryguestfeelthatheorsheisthemostimportantpersonintheworld anddealingwithanyrequestaguestmayhave nomatterhowstrangeitis Introduction Thebasicdutiesoftheconciergestaffaretodothebellserviceandtoattendtoguests needswhicharenotprovidednormallybythehotel Theyareinapositiontocarrythehotel
13、 smessagetotheguestandtheguest sreactiontothemanagement Theyactashoststoarrivingguestsandassalesrepresentativesforthehotel Theyserveguestsintheroom thelobby andotherpublicareas runonerrands 跑腿 供差遣 andassistatdeparture Theyactastheeyesandearsofthesecuritydepartment watchforskippers 逃帐者 andmakeinspect
14、ionsastheychargetheirrooms Theyactasgood willambassadors 亲善大使 toescortguestsbothfromhomeandabroad Thebellserviceattendstheguestfromthedoorattendant sfirstgreeting tothefinalroomdestination accompaniedbythebellman Intheperformanceoftheirduties servicepersonnelhaveanextraordinaryopportunitytosellthefa
15、cilitiesofthehotelandtoportrayitscharacters Onthearrivaloftheguest thebellmancarrieshisorherbaggagefromthecar Thebaggagestaysonthelobbyflooruntiltheguestfinishesregistering Withtheroomcardathand thebellmanescortstheguestwithhisorherbaggagetotheroom Onceinsidetheroom thebellmanperformstheinspectionfu
16、nction IfeverythingisOK heshouldgetoutoftheroomandgivetheroomcardbacktotheguest Someotherthingsarealsonecessaryforthebellmantodobeforetheguestenjoyhis herroom First hehangstheguest slooseclothingandliftsthebaggageontothebaggagerack 行李架 orbed Lightsandotherfacilitiesarecheckedandtheroomisinspectedforcleanliness Specialfeaturesofthehotelareexplained thespaortheoperationhoursofroomservice forexample Self serviceitemsarepointedout mini barorthein roomsafe forexample Unlessthereisaspecialrequestforse
