飯店情景英語（第二版）課件：Concierge 禮賓部

MajorContents前廳Concierge禮賓部???Whatdoesaconciergedo?I.Leading-inBACKNEXTConciergeserviceDutiesofguestserviceworkersoftenoverlap.Atagivenhotel,youmayfindthatthebellstaffalsotakesdoormantasks.Uponenteringaroom,theworkerisoftenexpectedtoexplaintheoperationsandfunctionsoftheservicesandfacilitiestotheincomingguest.Bellstaffalsomakesdeliveriestoroomsandrunmiscellaneouserrandsaroundthehotelgroundsasnecessary.I.Leading-inPREV.NEXTConciergesareexpectedtofulfill,asbestaspossible,whateverwantsorneedsaguestmighthave.Thismayinvolvereferringgueststonearbyrestaurantsornightclubs,bookingreservationsfortravel,orevenfindingareplacementforachild’streasuredteddybear.Ticketservicesincludegettingticketsfortheaterandspecialevents,includingsportingevents,concerts,opera,ballet.I.Leading-inPREV.NEXTOtherservicesmayinclude:Sightseeingtours(旅游觀光)Airporttransfers(機(jī)場接送)Limousinerentals(轎車租賃)Touristinformation(旅游信息)Restaurantinformationandreservations(飯店信息及預(yù)訂)Nightlifeinformation(夜間活動(dòng)信息)I.Leading-inPREV.BACK接待客人入住II.WorkingProcedureBACKNEXT接待客人入住II.WorkingProcedurePREV.NEXTII.WorkingProcedurePREV.NEXTIsthereanythingbreakableinyourbaggage?請問包里有易碎物品嗎?接待客人入住II.WorkingProcedurePREV.NEXTThefrontdeskisthisway,please.前臺(tái)這邊請。接待客人入住II.WorkingProcedurePREV.NEXTLet’staketheelevator.Thisway,please.我們乘電梯。這邊請。Let’staketheelevator.Thisway,please.我們乘電梯。這邊請。接待客人入住II.WorkingProcedurePREV.NEXT8.介紹酒店設(shè)施(1)。Sir,wehavesportsfacilitiesfordifferentitems,aswellassauna,outdoortenniscourt,mini-golf,bowlingalleys,nightclubwithlivefloorshow,anddiscothequeonthe3rdfloor.先生,我們有全套的運(yùn)動(dòng)設(shè)施,桑拿、戶外網(wǎng)球場、迷你高爾夫球場、保齡球道,有節(jié)目表演的夜總會(huì),在三樓有迪斯科舞廳。接待客人入住II.WorkingProcedurePREV.NEXT接待客人入住II.WorkingProcedure接待客人入住PREV.NEXTII.WorkingProcedure接待客人入住PREV.NEXTII.WorkingProcedure接待客人入住PREV.NEXTII.WorkingProcedure接待客人入住PREV.NEXTII.WorkingProcedure接待客人入住PREV.BACK(C:Concierge

G:Guest)C:Goodevening.Madam.CanIhelpyou?G:Yes,please.I’dliketoattendthefamousPekingOpera.Canyouhelpbook2tickets?C:Sure,Madam.I’drecommendLiyuanTheatrethen.Whenwouldyouliketogo?G:OK,pleasemakeitthisFridayevening,around8p.m..C:Isee.Theyoffer4classesoftickets,580￥,480￥,380￥,and280￥.WhatwouldyoulikeMadam?III.DialoguesBACKNEXTDialogue1TourDeskG:580￥please.C:OK.2PekingOperaticketsatLiyuanTheatre,8p.m.thisFridayeveningonDec.7,580￥class,amIright?G:Perfect.Thankyousomuch.C:It’smypleasure.Sothechargeis580￥*2plus××RMBbookingfee,totaling××￥RMB.Howwouldyouliketopay,Madam?G:Bycreditcard,please.C:Noproblem.WouldyousignherepleaseMadam? Andhere’syourinvoice.Haveaniceday!III.DialoguesPREV.NEXT(C:Concierge

G:Guest)C:Goodmorning,Mrs.Arthur.Howareyoutoday?G:Fine,thanks.I’mwonderingifyoucouldgivemesomesuggestionsaboutthingstoseeinShanghai?C:Certainly,Mrs.Arthur.Doyouhaveaplanfortoday?G:Notexactly.Whatcanyousuggest?C:Doyoulikevisitingplacesofhistoricalinterest/eatingbestShanghaifood/enjoyingclassicmusic/artworks?III.DialoguesBACKNEXTDialogue2SuggesttheBestinTownOrC:

Doyouliketogoshopping/gohiking/gotothemovie/theatre/zoo? Areyouinterestedinartsandcrafts/oilpainting/nightlifeinShanghai/Chinesecalligraphy/Chinesetraditionalopera/Chineseteaculture?G:Theyallsoundfinetome.III.DialoguesPREV.NEXTC:Well,thenyoucangotoXintiandi,whereyoucanfindfashionshops,designershops,themedrestaurants,coffeehousesorbars.AlsotheBundandOrientalPearlRadio&TVTowerarelandmarksofShanghai.Bothareworthvisiting.G:Ican’twait.Thankyousomuch.C:You’rewelcome,Mrs.Arthur.Enjoyyourtime.III.DialoguesPREV.BACK一、機(jī)票票務(wù)服務(wù)1.客人走近禮賓臺(tái),行李生/門童/其他服務(wù)人員應(yīng)起立,微笑問好。Goodmorning/afternoon/evening,Sir.MayIhelpyou?

先生,早上好/下午好/晚上好!我可以幫您嗎?2.說明訂票費(fèi)用。 Wechargeabookingfeeof××RMBforeachticket.

我們每張票收取××元訂票費(fèi)。3.詳細(xì)詢問客人房號(hào)、姓名、目的地和機(jī)票日期。MayIhaveyourroomnumber?請問您住哪個(gè)房間?IV.TipsforServiceBACKNEXTWouldyoumindputtingdownyournamehere?請?jiān)谶@里寫下您的名字。Whereareyoudepartingfor?請問您到哪里?Atwhichdatewouldyouprefertodepart?您選擇哪天離開?4.電話詢問票務(wù)中心客人指定日期飛往指定目的地的航班詳情。FlightNo.航班號(hào);AirCarrier航空公司;PlaneModel機(jī)型;DepartureTime起飛時(shí)間;Price機(jī)票價(jià)格。IV.TipsforServicePREV.NEXT5.客人確認(rèn)航班(Confirmtheflight)后,請其預(yù)付票款,告知取票時(shí)間。 WouldyoupleaseadvanceRMB××yuanfortheticket?

請預(yù)付××元票款好嗎?6.填寫商務(wù)中心收費(fèi)單,請客人現(xiàn)付或簽單。Wouldyouliketopaycashorsignthebill?請問您付現(xiàn)金還是簽單掛賬?7.請簽單客人出示房卡,核對姓名。電話查詢前臺(tái)收銀,確認(rèn)掛賬金額,并做好記錄。MayIhavealookatyourroomcard?請出示您的房卡好嗎?IV.TipsforServicePREV.NEXT8.如果客人付現(xiàn)金,則應(yīng)通知行李員將現(xiàn)金和收費(fèi)單傳至前臺(tái)收銀。9.填寫訂票單,請客人在上聯(lián)簽名,發(fā)出下聯(lián)。Pleasepresentthisreceiptwhenclaimingtheticket.

請?jiān)谌∑睍r(shí)出示收據(jù)。10.送票員到達(dá),仔細(xì)核對航班號(hào)及客人姓名無誤,交付票款。11.客人取票時(shí),請其出示訂票單下聯(lián)并在下聯(lián)上簽名,核對上聯(lián)簽名無誤,發(fā)出機(jī)票,收回取票聯(lián)。12.填寫票務(wù)服務(wù)記錄,將訂票單和收費(fèi)單附后存檔。IV.TipsforServicePREV.NEXT二、散客行李的處理—離店1.接到客人要求,詢問房號(hào)、離房時(shí)間、行李件數(shù)及大小,判斷是否使用行李車。MayIhaveyourroomnumber,Sir?請問您是哪個(gè)房間,先生?Atwhattimewouldyouliketocheckoutofthehotel?請問您計(jì)劃幾點(diǎn)離開酒店?Howmanypiecesofluggagedoyouhave,Sir?先生,請問您有幾件行李?IV.TipsforServicePREV.NEXTIsthereanyheavybaggage?請問有重的行李嗎?2.詢問客人目的地,推銷酒店車輛,按車輛出租程序處理。 Areyouleavingfortheairport/trainstation?Wouldyoulikemetoarrangeacarforyou?/Wouldyouliketotaketheairportshuttlebus?

請問您是到飛機(jī)場/火車站嗎?我為您安排一輛車好嗎?/您想坐機(jī)場巴士嗎?3.到前臺(tái)查詢客人姓名,提前10分鐘致電客房,請求出行李。MayIcomeuptocollectyourluggage?我可以上來為你提行李嗎?IV.TipsforServicePREV.NEXT4.離開前知會(huì)大堂副理提醒前臺(tái)收銀做好退房準(zhǔn)備。5.進(jìn)入客房前敲門三聲,自報(bào)身份。 BellService,mayIcomein?

行李服務(wù),我能進(jìn)來嗎?6.同客人確認(rèn)行李件數(shù)。Arethere××piecesofyourbaggage,Mr.××?××先生,您的行李是××件嗎?7.引領(lǐng)客人到前臺(tái)收銀結(jié)賬(程序同散客入住)。IV.TipsforServicePREV.NEXT8.把行李放置于行李臺(tái),系上行李牌(LuggageTag)。9.客人結(jié)賬完畢,送客人出酒店大門。幫客人裝行李上車,再次確認(rèn)行李件數(shù),牢記車牌號(hào)。10.替客人開車門,一手護(hù)頂,禮貌道別。 Mr.××,thankyouforstayingwithus.Youarewelcomebackagain. ××先生,謝謝光臨。歡迎下次入住酒店。11.完成散客行李登記表。IV.TipsforServicePREV.NEXTPREV.BACKV.Words&ExpressionsBACKNEXTbellstaff行李生operationn.操作deliveryn.投遞;傳送 miscellaneousadj.混雜的;雜項(xiàng)的runerrand跑腿做事 conciergen.禮賓replacementn.替代品 treasuredadj.珍愛的;珍藏的teddybear泰迪熊(玩具) sightseeingn.觀光;游覽V.Words&ExpressionsBACKNEXTlimousinen.豪華轎車 liveshow現(xiàn)場表演discothequen.迪斯科舞(廳) cuisinen.烹飪;飯菜placesofhistoricalinterest歷史景點(diǎn) classicmusic古典音樂artworkn.藝術(shù)作品 gohiking徒步旅行calligraphyn.書法

artsandcrafts手工藝品V.Words&ExpressionsPREV.BACKVI.Exercises1.Trans