checkincheckout酒店前臺(tái)英語(yǔ)專題培訓(xùn)課件

1、check-in&checkout酒店前臺(tái)英語(yǔ)contentsFood and BeverageHousekeepingFront OfficeReservationProgram 1 Check-in& Check-out 項(xiàng)目二 登記入住 Warming-up ActivitiesTask procedure & skill & knowledgeDialogue Role Play PracticeTask 2 (part 1) Check-in Services工作任務(wù)二 入住登記服務(wù)Task Objectives 任務(wù)目標(biāo)After learning, you should be a

2、ble to:學(xué)完后，應(yīng)該掌握：check in for the guest with reservations 為有預(yù)訂的客人辦理入住登記 check in for the guest without reservations 為無(wú)預(yù)訂客人辦理入住登記 check in for guests with a group reservation 為團(tuán)隊(duì)預(yù)定客人辦理入住登記Warming-up Activites1. Match. Hilton Hotels CorporationIntercontinental Hotels GroupMarriott International, Inc. H

3、otelsShangri-la Hotels and ResortsWarming-up Activites1. Do you know the advertising slogans of the above hotels? Discuss with your partners and try to match the appropriate advertising slogans with the above hotels.a. Travel is more than just a to b.b. We know what it takes.c. Thinking of you!d. Wh

4、ere will you find your Shangri-la? 2. Which advertising slogan do you like best? Suppose you were the owner of an international hotel group, what slogan would you design for your hotel?Hot TipWhat you should be able to know你應(yīng)該知道的知識(shí)Task Procedure任務(wù)流程 Greet the guest. 問(wèn)候客人。 Ask the guest whether he or

5、 she has a reservation with the hotel. 詢問(wèn)客人是否有預(yù)訂。 Find out the reservation in the computer for confirmation. 在計(jì)算機(jī)中查找預(yù)訂記錄以確認(rèn)。 Ask the guest to show his identification. 請(qǐng)客人出示身份證件。 Ask the guest to fill in the registration form. 請(qǐng)客人填寫入住登記表。 Ask the guest how to make the payment. 詢問(wèn)客人如何付款。 Form the chec

6、k-in record. 形成入住登記記錄。 Give the room card to the guest. 給客人房卡。 Call the bellman to show the guest to the room with baggage. 叫行李生拿行李陪客人到房間。 Extend best wishes. 表達(dá)祝愿。Hot TipTask Skills任務(wù)技巧 Find out the guests name immediately and use it at least three times during the conversation. Always use polite t

7、itles as “Mr.” or “Ms.” when addressing the guest. Do not call a guest by his or her first name.立即詢問(wèn)客人的姓名，并在對(duì)話中禮貌地稱呼三次以上。禮貌地使用“先生”或“小姐”這樣的稱呼。第一次不要直呼其名字。 Check the reservation in the computer and confirm the room information with the guest. If there is no reservation for the guest, you should check t

8、he reservation list for the vacancies and then introduce them to the guest.在電腦中核實(shí)預(yù)訂情況，并與客人確認(rèn)房間信息。如果客人沒(méi)有預(yù)訂，查看預(yù)訂單的空房情況，然后向客人介紹。 Ask the guest to show his or her identification, such as ID card, passport or Officers Certification. You can ask the guest in this way:“May I see some identification?” or “C

9、ould I see your passport?”請(qǐng)客人出示身份證件，例如身份證，護(hù)照或軍官證等。你可以問(wèn)：“我能看看您的身份證嗎？”或是“我能看一看您的護(hù)照嗎？” Fill out the registration form. On the form, fill in the guests name(surname and first name), sex, the date of birth, the nationality, the valid card number, the detailed address, the dates of arrival and departure,

10、and the room type and ask the guest to sign his/her name as well.在入住登記表上填寫客人的姓名（姓和名）、性別、出生日期、國(guó)籍、有效身份證號(hào)碼、詳細(xì)地址、到達(dá)日期和離店日期及房型，還要客人簽名。 When handling the group check-in, confirm the group name and the number of rooms, and then ask whether there are any changes in the time schedule and the number of person

11、s.辦理團(tuán)隊(duì)入住登記時(shí)，不僅要確認(rèn)團(tuán)隊(duì)名稱和房間數(shù)，還要詢問(wèn)客人的時(shí)間安排和人數(shù)有無(wú)變化。 When asking the guest how to make the payment, we can use the following: 當(dāng)詢問(wèn)客人怎樣付款，可以這樣問(wèn)：How will you be paying?How will you make your payment?How would you like to settle your accounts?How would you like to make a payment, by credit card, in cash or wit

12、h a travelers check? Speak to the guest when finishing the registration as follows: 結(jié)束入住登記時(shí)說(shuō)： I hope / Hope you will enjoy your stay here. Please enjoy your stay here.Hot TipUseful Knowledge實(shí)用知識(shí) The sample of the Registration Card 入住登記卡示樣Surname 姓Name 名Sex 性別Nationality 國(guó)籍Place of Birth 籍貫D.O.B. 出生日

13、期Type of Visa 簽證類別Validity 有效期 Yr 年 Mth 月 Day 日Type of Identification 證件類別No. 號(hào)碼Permanent Address 永久性住址 Home/Office 住宅/辦公室Date of Arrival 到達(dá)日期Date of Departrue 離店日期Room No. 房號(hào)Hosted by 接待單位Purpose of Stay 停留事由Travel 旅游 Business 商務(wù) Official 官方活動(dòng)Rate 房?jī)r(jià)Method of Payment 付款方式Cash 現(xiàn)金 Credit Card 信用卡Trav

14、elers Check 旅行支票 Other 其他Remarks 備注A safe box Provided at Front Office or in the guest room is available for use free of charge.酒店前廳部及客房?jī)?nèi)的保險(xiǎn)箱可免費(fèi)使用。 Some useful expressions in the Front Office 前廳部工作中的實(shí)用表達(dá)cancellation 取消revision 更改Room Revenue Report 客房收入報(bào)表Expected Departure List 次日客人退房表Discount & Com

15、plementary List 房租折扣及免費(fèi)表 The room will be kept to 6 oclock in the evening for the reservation in most hotels. 大多數(shù)賓館將保留預(yù)訂房到當(dāng)天下午6點(diǎn)鐘。 Checking in for guests with a group reservation 為團(tuán)隊(duì)預(yù)定客人辦理入住登記辦理入住登記時(shí)，與團(tuán)隊(duì)領(lǐng)隊(duì)（Group leader）確認(rèn)該團(tuán)隊(duì)的團(tuán)號(hào)(Group number)、人數(shù)、用房數(shù)和住店日期，辦理快速登記（Fast check-in）并及時(shí)開(kāi)通所有團(tuán)隊(duì)成員房?jī)?nèi)的電話線路。由團(tuán)隊(duì)協(xié)調(diào)員

16、（Group coordinator）填寫團(tuán)隊(duì)入住登記卡（Registration Card），并向團(tuán)隊(duì)領(lǐng)隊(duì)收取團(tuán)隊(duì)簽證（Group visa）和名單（注明房號(hào)）。登記結(jié)束后，由團(tuán)隊(duì)協(xié)調(diào)員協(xié)助團(tuán)隊(duì)領(lǐng)隊(duì)發(fā)放鑰匙卡和房卡。安排好陪同，同時(shí)要求陪同寫明叫醒服務(wù)時(shí)間、離店時(shí)間、行李服務(wù)時(shí)間以及團(tuán)隊(duì)在飯店用餐時(shí)間安排。團(tuán)隊(duì)入住登記卡送禮賓（Concierge）行李組。DialogueSub-task 1: Checking in for the Guest with Reservations子任務(wù)一 為有預(yù)訂的客人辦理入住登記Sample情景實(shí)例Scene: A couple is at the Rec

17、eption Desk of the Claude Hotel. The receptionist handles the check-in and answers the guests questions. (R=Receptionist, G=Guest)R: Good evening, sir and madam. Can I help you?G: Good evening. My name is Swanson, Peter Swanson. I reserved a room in your hotel by phone.R: Let me check, Mr. Swanson.

18、A double room with bath, am I correct?G: Yes, overlooking the sea, if possible.R: We have some nice rooms on the eleventh floor, if it suits you.Dialogue G: Well, yes, if there is a lift. R: Just a moment, please. Let me check the registration form. (.)Thanks for waiting. You have a reservation of a

19、 double room for three nights, correct? G: Yes, thats right. R: Great, sir. May I see your passports? G: Sure. Here you are.R: Would you fill in this form, please?G: OK. Is that all right?R: Yes, thanks. How would you like to pay？G: By American Express Card.R: May I take an imprint of the card, plea

20、se?G: Certainly.R: Thank you, sir. Your room is 1121 on the eleventh floor. Here is your key card and your breakfast coupons.G: Thanks.R: You are welcome. Just a minute, please. A bellman will show you to your room. I hope you will enjoy your stay here.DialogueWords and Expressions詞匯與表達(dá)overlook v. 俯

21、看 suit v.適合imprint v. 印,壓??；蓋(印等)于； 授權(quán)American Express Card 美國(guó)運(yùn)通DialogueSub-task 2:Checking in for the Guest without Reservations子任務(wù)二 為無(wú)預(yù)訂客人辦理入住登記Sample情景實(shí)例Scene: A couple is checking in the hotel without reservations. The receptionist helps them make the registration. (R= Receptionist, G=Guest)R: Go

22、od afternoon, sir and madam. May I help you?G: Good afternoon, Im Jack Wilson. My wife and I have just arrived. Wed like to have a room at your hotel tonight.R: Welcome to our hotel. Have you made any reservations?G: Im afraid not. Could you arrange a twin room with a bath for us?R: Wait a moment, p

23、lease. Oh, Room 8201 is available, which commands a good view of Dongqian Lake.Dialogue G: Great, well take it. How much do you charge? R: RMB 580 yuan. G: OK. R: Please show me your passports and fill in this registration form. G: Ill take care of it.R: Thank you. Would you please pay RMB 1,160 yua

24、n as deposit?G: Here you are.R: Thank you. This is the receipt, key and room card to Room 8201. The bellman will show you up with your baggage. I hope you will enjoy your stay with us.G: Thats very kind of you.DialogueWords and Expressions詞匯與表達(dá)bellmann. 行李生depositn. 定金receiptn. 收據(jù)viewn. 景色DialogueSu

25、b-task 3: Checking in for Guests with a Group Reservation子任務(wù)三 為團(tuán)隊(duì)預(yù)定客人辦理入住登記Sample情景實(shí)例Scene: A tour group arrives at the hotel, and the tour leader, Mr. Wang comes to the Reception Desk to check in. The receptionist receives him. (R=Receptionist, G=Guest)R: Good morning, sir. May I help you?G: Yes, p

26、lease. Wed like to check in.R: Do you have reservations?G: Yes. The Beijing GITS has booked 20 rooms for us.R: Could you please tell me the name of your group?G: The Australian Adventure Travel Agency. R: Just a moment, please. (The receptionist checks the computer.) Yes, 20 twin rooms for three nig

27、hts. G: Thats right. Here is the name list with the group visa. R: Thank you. Here are the keys to the rooms. Do you need morning call?G: Yes, please. 8:00 a.m. for tomorrow morning and 9:00 a.m. for the rest of the days.R: And here are the vouchers for your breakfast buffet. The breakfast will be s

28、erved at the Lily Restaurant on the 4th floor.G: Thank you.R: We are always at your service. We hope you will enjoy your stay with us.Hot TipWords and Expressions詞匯與表達(dá)travel agency 旅行社 group visa viz 團(tuán)隊(duì)簽證breakfast buffet 自助早餐Task practice1. list as many words related to the check-in service as you c

29、an.Task practice2. list as many useful sentences related to the check-in service as you can.Role PlaySituational Training情景實(shí)訓(xùn)Checking in for a walk-in guest 散客登記入住Jim Carrey 是香港半島酒店的熟客，將要在酒店住一周。他告訴張立，他沒(méi)和酒店預(yù)訂，但他想入住面對(duì)維多利亞海景的單人房。張立告之，面向維多利亞海景的單人房已經(jīng)客滿，但剛好有一間雙人房可提供，價(jià)格相對(duì)要貴300美元。Carrey先生用美元旅行支票付款。行李員Carrey

30、先生把行李搬到16樓的09號(hào)房。Tips for the Conversation1. Regular customer 2. have sb. With us again 3. have no reservation with ones hotel 4. the Peninsula(半島酒店) 5. the view with Victoria Harbor 6. US$300 higher than 7. travelers check 8.Porter Role PlaySituational Training情景實(shí)訓(xùn)Checking in for a group 團(tuán)隊(duì)登記入住來(lái)自荷蘭的

31、旅游團(tuán)領(lǐng)隊(duì) Hilary Swank 在前臺(tái)為團(tuán)隊(duì)辦理入住手續(xù)。Swank 確認(rèn)早餐和離店時(shí)間分別是7點(diǎn)和8點(diǎn)。他們要坐10點(diǎn)的飛機(jī)離開(kāi)廣州。張立告訴Swank出發(fā)時(shí)間恰逢廣州上班高峰期，建議其提前半個(gè)小時(shí)出發(fā)。最后確認(rèn)的時(shí)間是早餐6:30，出發(fā)時(shí)間是7:30，需安排一個(gè)5:40的叫早服務(wù)。Tips for the Conversation1. Holland 2. tour leader 3. schedule 4. departure time 5. rush hour 6. half an hour earlier 7. suggest(虛擬語(yǔ)氣) 8. morning call Tas

32、k 2 (part 2) Check-out Services 工作任務(wù)二 離店結(jié)賬服務(wù)Task Objectives 任務(wù)目標(biāo)After learning, you should be able to:學(xué)完后，應(yīng)該掌握： how to provide check-out services如何提供離店結(jié)賬服務(wù) Warming-up activities1. Try to list ass many national currencies as possible, and write down the English abbreviation for each currency.2.What a

33、re the possible cost items a guest may incur during his stay in a hotel?(which items do you think the hotel bill would include?)Questions for DiscussionHot TipWhat you should be able to know你應(yīng)該知道的知識(shí)Task Procedure任務(wù)流程 Greet the guest. 問(wèn)候客人。 Ask about the name and the room number. 詢問(wèn)客人姓名和房號(hào)。 Ask the g

34、uest to give you the room card. 要求客人退回房卡。 Settle the account. 結(jié)賬。 Tell the guest the total consumption and give the bill to the guest for checking. 告訴客人消費(fèi)總額，并把賬單交給客人核對(duì)。 Explain the items if necessary. 如果需要，解釋賬單名目。 Ask the guest how to pay and handle the payment. 詢問(wèn)客人怎樣付款并辦理付款手續(xù)。 Extend the farewell

35、to the guest. 與客人道別。Hot TipTask Skills任務(wù)技巧 Check if the guest has paid a reservation deposit. If he has, take the amount of his deposit out of the bill. 核查客人是否付了定金。如果已支付，需在最后的賬單中扣除。When preparing a guests bill, the cashier should pay special attention to the followings:當(dāng)收銀員給顧客結(jié)賬時(shí)，需特別注意以下幾點(diǎn)： Check wi

36、th the guest if he/she is entitled to any kind of discount or complementary rate. If he/she is, make the necessary deduction. 核查客人是否被授權(quán)給予某些折扣或免費(fèi)。如有，需做減免。 Remind the guest to return his room key to the Reception Desk before he leaves the hotel. 提醒客人在離開(kāi)酒店前到前臺(tái)歸還鑰匙。 In the case when the guest wants to p

37、ay his bill by credit card, make sure the credit card can be accepted by the hotel and check if the card is still valid. The expiration date can be found at the front bottom of the card. You should pay special attention to the credit limit as well.當(dāng)客人用信用卡付賬時(shí)，務(wù)必確認(rèn)酒店是否接受這種信用卡，并核實(shí)信用卡的有效期限。有效期在卡正面底部。還要特

38、別注意信用額度。 If the guest settles his/her account with travelers check, make sure that he/she signs the check in front of you in the correct place. Do not accept checks that have already been signed. Then compare the two signatures carefully. 當(dāng)客人用旅行支票結(jié)賬時(shí)，請(qǐng)客人當(dāng)著你的面簽名，并確保簽在正確的位置。不要接受已經(jīng)簽好名的支票。然后要對(duì)其簽名進(jìn)行仔細(xì)核對(duì)。

39、 The common Credit Cards: American Express(AE), Eurocard(EC), Master, International Dinners Club(DC), Visa, International Great Wall, JCB and so on.常用信用卡有美國(guó)運(yùn)通卡、歐卡、萬(wàn)事達(dá)卡、國(guó)際大來(lái)俱樂(lè)部卡、維薩卡、長(zhǎng)城卡、日本信販卡等等。 Let me take an imprint of your card. 我來(lái)刷一下您的卡。Hot TipUseful Knowledge實(shí)用知識(shí) Some useful expressions 實(shí)用表達(dá)extr

40、a charge 附加費(fèi)用credit limit信用額度deposit定金IOU (I Owe You) 欠單service charge 服務(wù)費(fèi)receipt 收據(jù)invoice 發(fā)票rental 租金check支票cash withdrawal提取現(xiàn)金transfer 轉(zhuǎn)賬cashier收銀員ATM自動(dòng)提款機(jī) Some abbreviations in the bills 賬單上的一些縮寫RC = Room Charge 房費(fèi)T = Telephone Call Charge 電話費(fèi)L.DIST = Long Distance Call 長(zhǎng)途電話費(fèi)RESTR = Restaurant 餐飲費(fèi)L = Laundry 洗衣費(fèi)MISC = Miscellaneous 雜費(fèi)TR.CH = Transfer Cha