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1、饭店服务英语 电子教案,Part Front Office Service前厅服务 Part Housekeeping客房服务 Part Food and Beverage餐饮服务 Part Health and Recreation康体服务 Part Convention Service & Business Center会议商务服务 Part Security Service 保安服务 Part Other Services Concerning Hotels酒店其他相关服务,Part Front Office Service 前厅服务,Unit 1 Room Reservation 房间
2、预订Main Points（知识要点） Reservation procedures 预定程序 Room types房型 Procedures of changing a reservation更改预定,Key Words（重点词汇）,receptionist risepnist n. (饭店、公司、诊所等处的)接待员 reserve riz:v vt. 预订 suite swi:t n. 套房 apartment p:tmnt n. 公寓房间 villa vil n. 别墅 rate reit n. 比率,等级,价格 convenient knvi:njnt a. 方便的 book buk
3、v. 预订 guarantee ,grnti: v.&n. 担保vt. 保证 requirement rikwaimnt n. 要求 expect ikspekt v. 盼望，期待,Useful Expressions（实用表达）,Offering Help 1) What can I help you, please? 2) May I help you, please? 3) Is there something I can do for you, sir / Madam? Reservation requirements 1) Are there any rooms available?
4、 2) I want / would like to reserve a single room with bath and a fine view. 3) I want / would like to reverse a room for one night. 4) I want / would like to reserve a room from 5th April to 9th April. Giving Information about Rooms and Room Rates 1) We have many types of rooms, such as 2) What kind
5、 of room do you want to reserve? 3) What rate do you prefer? 4) We can give / offer you 30% off / 30% discount at weekends. 5) We will give / offer you 20% off / 20% discount for the group reservation.,Useful Expressions（实用表达）,Accepting a Reservation 1) For how long will you stay in our hotel? 2) We
6、 still have rooms available which meet your requirements. 3) In whose name will you reserve? 4) I will confirm your reservation information. 5) We look forward to your arrival / coming / seeing you soon. 6) We are expecting your arrival. Refusing a reservation 1) I am sorry. No rooms are available.
7、2) Sorry, Miss Clinton. All the standard rooms have been fully booked on the day you planned to come. 3) I am sorry. All the standard rooms have been fully booked. What about suite rooms? Revising a Reservation 1) Sorry, due to, I have to cancel the reservation made in your hotel. 2) I want / would
8、like to revise / change my reservation information. 3) How would you like to revise / change it? 4) I want / would like to change the reservation date?,Room types（房型）,按设施及规格分： 单人间：Single Room 双人间：Double Room 大床间：King Size & Queen Size Room 标准间：Standard Room 标准间单人住：TSU(Twin for Sole Use) 三人间：Triple R
9、oom 四人间：Quad Room 套间：Suite 公寓：Apartment 别墅Villa 按级别分： 经济间Economic Room 普通间Standard Room 高级间Superior Room 豪华间Deluxe Room 商务标间Business Room 行政标间Executive Room 行政楼层Executive Floor,Room types（房型）,特殊房型: 不限房型Run of the House 无烟标准间Non Smoking 残疾人客房Handicapped Room 带厨房客房Room with Kitchen 相邻房Adjoining Room 按
10、朝向分: 朝街房Front View Room 背街房Rear View Room 城景房City View Room 园景房Garden View Room 海景房Sea View Room 湖景房Lake View Room,Unit 2 Check-in Service 登记入住,Main Points（知识要点） Check-in procedures 入住程序 Procedures of registering a guest with a reservation为有预定客人登记入住程序 Procedures of registering a walk-in guest为散客登记入住
11、程序 Procedures of registering a group为团队登记入住程序,Key Words（重点词汇）,register redist v. 登记 passport p:sp:t n. 护照 pay pei v. 支付 check tek n. 支票 receipt risi:t n. 收据 sign sain v. 签 bellboy belbi n. 侍者 luggage lgid n. 行李 brochure bru n. 小册子 deposit dipzit n. 定金 departure dip:t n. 出发,Useful Expressions（实用表达）,G
12、reeting guests and getting information about reservation 1) Good afternoon, sir. What can I do for you? 2) Do you have a reservation with our hotel? 3) In whose name was the reservation made? 4) Wait a moment, please. Ill check our reservation record for you. 5) Your reservation was made by phone an
13、d it is guaranteed by credit card. Registering guests1) May I have your passport to fill out the registration form for you? 2) Please sign your name here, sir / madam. Advance information on payment 1) You need to pay a $1000 deposit, sir / madam. 2) A $1000 deposit is required to be paid in advance
14、, sir / madam. 3) How would you like to pay (your deposit), sir / madam? In cash, by credit card, or by check? 4) Your check is unlimited, please sign your name here, write down the name of your company and the phone number of the finance department in your company. 5) Please keep your receipt for t
15、he check-out, sir / madam.,Useful Expressions（实用表达）,Giving guests key cards to rooms 1) Your key card and breakfast vouchers are all in this envelope, your room is 0302. 2) The breakfast time is from 6:30a.m to 10:00a.m. 3) Our bellboy will help you with your luggage and show you to your room. Wishe
16、s 1) Hope youll enjoy your stay with us. 2) Wish you a wonderful time here.,Unit 3 Other Services Regarding Reception Desk 其它有关前台服务,Main Points（知识要点） Procedures of extending the stay for a guest延住服务程序 Procedures of changing the room for a guest换房服务程序 Procedures of receiving visitors接待访客服务程序,Key Words（重点词汇）,extend ikstend v. 延伸 extension ikstenn n. 延长 transfer trnsf: v. 转移 signature signit n. 签名 attendant tendnt n. 服务员,
