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1、,Hotel English,Unit Two,Reception and Check in,Reception and Check in,II Introduction,Words Reference,Introduction,Word Reference:,farewell n. 辞别，再见 harbor n. 海港，码头 crucial a. 至关紧要的 retort v. 反驳 inquiry n. 质询，调查 communicate v. 通话，交流 multiple a. 多样的 n. 倍数 standpoint n. 立场，观点 compensation n. 补偿，赔偿 cas
2、ually ad. 随便地，偶然地,Generally speaking, reception service covers four kinds of services.,Introduction,Firstly, welcome and farewell service. It may extend to airport, harbor or station to receive guests. To do this, the staff member in charge shall check information about guests in order to pick up th
3、em 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 and farewell at the gate of the hotel are also critical, and the service provided by the front offic
4、e 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 to send the list of guests here to ensure luggage desk could arrange their jobs. Thirdly, inquiry an
5、d 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 about services. Usually, vice manager will be assigned for this challenging job to communicate with gu
6、ests. 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 to follow. First and foremost, when guests are complaining angrily, the vice manager shall listen to
7、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 create sufficient chance for the guests to release their dissatisfaction.,And then the manager comes up
8、 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 on the hotels part, apology and necessary compensation will be welcome. But the manager shall keep it
9、 in mind to maintain the interests of hotel rightly and shall not promise casually without fully understanding the fact.,Reception and Check in,III Lead-in Activities,Do you know?,Let me explain it to you,Can you give the answers to them ?,1. What kinds of services do the reception service provide?
10、2. How to deal with an angry guest? 3. What are the procedures of check-in? 4. In case the hotel fails to record the reservation, how it should be settled? 5. What should the receptionist tell the guest when the latter has finished the registration?,Class activity,team work,Reception and Check in,IV
11、 Topic extension,Words and Expressions,Listen to the following dialogues.,Words and expressions:,doorman n. 门童 luggage n. 行李，皮箱 memory n. 记忆，记忆力 exactly ad. 正确地，严密地 departure n. 离开，启程，出发 puzzle v. (使) 迷惑，n.难题 fumble v. 摸索 unconcernedly ad. 漫不经心地 cozy a. 舒适的，安逸的 spacious a. 广大的，大规模的 drinkable a. 可饮用的
12、 tap water n. 自来水,Dialogue I,D: Good morning, sir and madam. Welcome to our hotel. Im the doorman, Daniel. G: Thank you. Good morning. D: Did you have a nice trip?,IV Topic Extension,Reception at the Gate of the Hotel,(A car is arriving at Hilton Hotel, and a doorman (D) is going forward to the gues
13、ts (G) and opening the door of the car for them.),pair work,G: Yes, Chongqing is a very beautiful city and the people here are very kind. We like it very much. D: How many pieces of luggage do you have? G: Er, maybe four or five? D: Ill show you to the Front Desk; you can check in there. This way, p
14、lease. Let me take care of your baggage. G: Ok, thank you.,IV Topic Extension,Dialogue II,IV Topic Extension,Checking in at the Front Desk,R: Good morning. What can I do for you? G: Im here to check in. I have booked a suite a week ago. Im Ross Geller. R: Just a moment, please. (Checks the reservati
15、on information).Sorry to have kept you waiting. You have reserved a suite for three days from today to the 9th. Is that right? G: Yes, exactly.,R-Receptionist G-Guest,IV Topic Extension,R: Can I see your passport? G: Here you are. R: Would you mind leaving your passport here for an hour or two? We h
16、ave to make a copy for our records. G: Thats fine.,IV Topic Extension,R: Please fill out this registration form(Fills out the form). Thank you. Let me see. Oh, here, Mr. Geller. You forgot to write the date of your departure and your passport number. G: Did I? Sorry. (Writes the passport number and date of departure and gives the form to the receptionist),IV Topic Extension,R
