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1、 Unit 3 ReceptionReception and Check-inwTeaching Objectives:w1. To help the students master useful expressions and sentences of being a receptionist.w2. To Learn what a receptionist should do when the guests check in.w3. To help them make similar dialogues. Basic procedure of check-in:lGreetingslChe
2、ck the reservation listlFill in the registration formlCheck the documentslAssign roomslEnsure ways of payinglIssue the room keyRegistration Forms:Registration Form of Residence for Domestic GuestsRegistration Form of Temporary Residence for VisitorsRegistration Form of Residence for Group姓名姓名Full Na
3、me房号房号Room NO.国籍国籍Nationality性别性别Gender出生日期出生日期Date of Birth职业职业Occupation签证或旅行号码签证或旅行号码Visa or Travel Document No.有效期限有效期限Date of Validity停留事由停留事由Object of Stay入境日期入境日期Date of Entry何处来何处去何处来何处去Where from & to到达日期到达日期Arrival Date接待单位接待单位Received by退房日期退房日期Departure Date住址住址Address 住客签名住客签名Guest Sign
4、ature结算方式结算方式ON CHECKING OUT MY ACCOUNT WILL BE SETTLED BY 现金现金Cash 信用卡信用卡Credit Card 旅行社旅行社Travel Agency注意事项注意事项PLEASE NOTECheck-out TIME IS 12:00 noonRoom rate does not include beverage in your room.Language points :1.walk-in guest 没有没有预订预订的客人的客人,散客散客2.deposit储储蓄蓄, 存款存款我想存款我想存款, 请给请给我我办办理一下。理一下。 I
5、d like to make a deposit please.订订金金; 押金押金, 保保证证金金旅旅馆规馆规定凡定凡预订预订房房间间都要先付都要先付订订金。金。The hotel requires a deposit for all advance bookings.3. in/under the name of adv. 以以的名义的名义,凭凭我代表总统前来迎接你。我代表总统前来迎接你。I greet you in the name of the President.4.look through 粗略地翻阅粗略地翻阅; 细审细审他早饭前通常浏览几份报纸。他早饭前通常浏览几份报纸。He l
6、ooks through several newspapers before breakfast.在交作业之前一定要仔细检查在交作业之前一定要仔细检查.Always look your work through before handing it in.5. fill in & fill out 填写填写,填补填补You need to fill in each blank till you fill out the form.6. in advance预先预先, 事先事先 一切都是预先安排好的。一切都是预先安排好的。 Everything was fixed in advance.Class
7、room ActivitiesActivity I Complete the following dialogues. (Mary Brown comes to check in at the hotel reception) desk. M=Mary Brown R=ReceptionistR: Good afternoon, Miss. Welcome to our hotel.M: Good afternoon.(我在你我在你们们酒店酒店订订了一个了一个单单人房人房间间) I have booked a single room in your hotel.R: Whats your na
8、me, please?M: Mary Brown.R: (请问请问您是从哪儿来的您是从哪儿来的?) Would you please tell me where you are from?M: Im from America.R: Let me check. (哦哦,有了有了.您的房号是您的房号是321,这这是您的房卡和是您的房卡和钥钥匙匙) Oh, here it is. Your room number is321. here is your room card and key. M: OK.R: (请把护照给我请把护照给我,并填写这份旅客登记表好吗并填写这份旅客登记表好吗?) Would
9、 you please give me your passport and fill in this registration form?M: OK Here you are.R: (让我看一下，请您填上护照号码并签名）让我看一下，请您填上护照号码并签名） Let me see. Please fill in your passport number and sign your name.M: Oh, yes. Is that all?R: Yes, thats all. Thank you.Activity II Put the following into English orally.您
10、好。您好。 您要您要办办理入住手理入住手续吗续吗？Would you like to check in?请问请问有有预订吗预订吗？Have you made a reservation?我我们们有您的有您的预订预订。你要的是商。你要的是商务单务单人人间间，对吗对吗？We have a reservation for you. You have booked a business single room, right?填好了，你看行填好了，你看行吗吗？I have finished. Is this all right?我看一下，哦，姓名、地址、国籍、我看一下，哦，姓名、地址、国籍、护护照号照号
11、码码、签签名。名。Let me see. Name,address,nationality, passport number and signature.请请慢走，希望您在我慢走，希望您在我们饭们饭店住得愉快。店住得愉快。Please take your way. We hope you will have a good stay in our hotel.Activity III Role-play. A guest comes up to the Reception Desk. He booked a single room for two nights two weeks ago. He
12、 wants to check in. The receptionist checks the reservation card and asks the guest to fill in the registration form.Give the terms or phrases.1. passport 2. deposit 3. receptionist 4. check out 5. visa 6. signature7. ID card 8. room card 9. departure date 10. destination Unit 4 Complaint Learning O
13、bjective:nYou are expected to know how to settle the compliant of the guests.Discussion1. What does a guest might complain about a hotel?2. How will you settle the complaints?TipsIn order to settle a complaint, the staff should always remain calm, polite and responsible.1. Listen attentively;2. Apologize and give necessary explanation;3.Take action to solve the problem;4. Check back with the customer to see that the problem is actually solved to his or her satisfaction.
