RegistrationRegistrationoElementaryBy Jolin教学目的及内容n目的：通过本单元的学习，能基本熟练掌握 登记入住的重点句型，和客人进行交流，并 能帮客人解决登记入住方面遇到的问题n内容：1.) 登记入住服务程序 重点：客人类型护照及签证辨认登记入住表格填写2.)情景模拟3.)处理客人入住方面问题4.)相关巩固练习一.登记入住服务程序nGreetingsnAsk if there is a reservation in advancenConfirm the necessary information (room type, room rate)nLet the guest fill in the registration formnAsk for the payment in advancenDeliver room key and inform HSKP1.Addressing the customern对男性客人，尊称为Sir，Mr.; 面对女性客人时尊 称为Madam，Ms. n称谓应与客人的姓一起使用，如不能确定应问 :May I know which is the last name?n称呼已婚女性用Mrs.，未婚女性用Miss.，不能确 定用Ms.。
n在招呼客人时，最好说“Excuse me, Sir (Ms)”, 不 要直接称呼Mr.或Ms. 至于称呼小孩，可以直接使 用Excuse me，但是不可以直接称呼boy或girl. Types of customernchance customer / walk-in customer偶然光顾的顾客/未预定的散客nno-show guest放弃预定的客人（订房未取消未到）nSleep-out guest在外过夜客人nJoiner/share-with 合住客人nWalk-away guest/ skipper 逃帐者2. Learn to identify passport, visavisa签证 surname (last name)姓 sex 性别 first (given) name 名 birth date 出生日期 nationality 国籍 expiry date ( 或 before)失效日期(或必须在.日之前入境) official use only 官方填写 for stays of 停留期为 passport No. 护照号 Control No. 编号 Issue At 签发地 Issue Date (或On) 签发日期 visa type (class) 签证种类 附：签证实例3.Registration formWords and impressions： 出生日期 date of birth 姓 surname 名 first name 国籍nationality 籍贯place of birth 护照 passport 签证visa 抵店日期 arrival date 离店日期 departure date 付款方式 payment 房租 rate 信用卡 credit card 签名 signature 预缴定金 advance deposit Name in fullIn ChineseSexD.O.BSurname First Name In Original Language NationalityPlace of BirthOccupationPassport No./ Visa No.:Permanent Address □ Home □ officeUnitReceived byArrival DateFromDeparture DateToObject of StayRoom No.RatePayment Cash □ Credit Card□Guest SignatureTransfer □ Others □Valuables: Please contact the casher’s desk for safe deposit services. Our hotel is not liable for any loss or damage.ReceptionistREGISTRATION FORM OF TEMPARY RESIDENCEROOM NUMBER RATE ARRIVAL DATEDEPARTURE DATE If there is any change in the information presented above, please notify front desk. CHECK-OUT TIME: 12 NOON.ACCOUNT NUMBERARRIVAL DATEDEP DATEARRIVAL TIMENO. OF ROOMSROOM TYPEDAILY RATENO. OF GUESTSADVANCE DEPROOM NO.PACKAGE PLANSURMANEFRIRST NAMECURRENT RESIDENCE / COMPANY ADDRESSPASSPORT NO. DATE/PLACE OF ISSUE NATIONALITYDATE OF BIRTH COMPANYOCCUPATIONNEXT DESTINATIONNAME OF HOTELCHECK OUT TIME 12 NOONMETHOD OF □ □ □ □ □ □ □ PAYMENT CASH VISA MASTER AMEX DINERS VOUCHER COMPANY OTHERCARD CLUB ACCOUNT EXPIRY DATEIMPORTANT: (1)Guests are requested under Section 32(3) Hotel Licensing Regulation to produce their passports to the Hotel Clerk or Receptionist. (2)The hotel liability for valuables is governed by Section 3 Innkeepers Act Chapter 36.Guest is advised to read notice at the Reception Desk.CREDIT CARD/ VOUCHER NO.SIGNATUREUseful Sentencesn您填一下登记表好吗？Would you please fill in the registration form?n只需要把您的姓写在第一行，然后是您的名字。
在 这里签名Just put your surname here on the first line and then your first name. And sign here.n可以看一下您的护照吗？我们登记时要用May I see your passport, please? We need it for registration.n请在右下角签名Please sign at the bottom on the right hand side.n您可以先不填这一项，我待会儿帮您补上You can just skip that, and I’ll fill it in for you later on.4. Paying methodn许多酒店在收付款时声明：个人支票恕不接受 Personal checks are not accepted.）n酒店一般只接受国际通用的信用卡，声名卓著的有 ： 鉴证卡/维萨卡Visa (VS)美国运通卡American Express (AE/AX/Amex)万事达卡Master Card (MC)大莱卡Dinners club (DC)欧洲卡Euro card (EC)巴克莱卡Barclaycard (BC)联邦卡/发达卡Federal Card长城卡Great Wall Card Useful Sentencesn您想怎样付款，是现金还是信用卡？How will you pay your bill, cash or credit card?n让我划印您的信用卡好吗？May I take a print of the card, please?n您的账单由香港贸易公司支付。
Your bill will be paid by the Hong Kong Trade Company.n您有没有这些种类的信用卡？Do you have any of these credit cards?n我们接受以下种类的信用卡……We accept the following credit cards…n很抱歉，我们不接受个人支票I’m sorry, but we’re not allowed to accept personal checks.二. Receiving a walk-in guest 情景描述：一位未预定客人来到前台，想要一件带浴室的 单间前台接待查看了入住情况，目前只有带浴室 的双人间明天才会有一间带浴室的单间可入住 客人决定当天入住双人间，并且预定明天的单人间 ，住3晚前台接待请客人出示身份证或护照，并填写入 住登记表客人出示了护照根据酒店政策，为预 定客人需预支账单客人使用欧洲卡付账之后得 到收据房卡和钥匙房间在5楼528前台接待指给 他电梯并询问有无其他要求客人需要叫醒服务R: Good morning, sir. May I help you? G: Yes. Do you have a single room with bath? R: Have you made a reservation, sir? G: I’m afraid not. R: Would you mind waiting for a moment .please? I will check the room availability…Sorry to have kept you waiting. I’m afraid we don’t have a single room with bath at present. We do have a double room with bath now. Tomorrow a single room with bath will be available.G: In that way, I will stay in the double room with bath today. Please reserve that single room with bath for me tomorrow for 3 nights. R: No problem. May I see your Identification Card oryour pass。