飯店情景英語（第二版）課件：Reception 接待

MajorContents前廳Reception接待???HumancontactreallycountsI.Leading-inBACKNEXT前廳HumancontactreallycountsHumancontactbetweenstaffandguestsiswhatmakesthestaymemorableforaguest.Whenguestsarriveatahotel,althoughtheirfirstrealimpressionisprovidedbythehotellobby,itisthefirsthumancontactthatreallycounts.Theexchangethattakesplacebetweeneachchecking-inguestandtheFrontDeskstaffwillhaveamajorimpactonwhetherornotthatguestfeelsgoodabouthisstay.Itisforthisreasonthatweshouldwelcomeguestsinawaythatmakesthemfeelcaredforand“athome”.I.Leading-inPREV.BACK前廳入住程序II.WorkingProcedureBACKNEXT前廳入住程序II.WorkingProcedurePREV.NEXT前廳預(yù)定服務(wù)程序II.WorkingProcedurePREV.NEXT前廳Whichtypeofroomdoyouprefer?請問您喜歡哪一種?入住程序II.WorkingProcedurePREV.NEXT前廳入住程序II.WorkingProcedurePREV.NEXT前廳MayItakeaprintofthecreditcard,please?請讓我復(fù)印一下您的信用卡好嗎?Yourbillwillbepaidby××.你的賬單將由××支付。入住程序II.WorkingProcedurePREV.NEXT前廳入住程序II.WorkingProcedurePREV.BACK前廳(R:ReceptionistG:Guest)R:Goodmorning,Sir.WelcometoGardenHotel.CanIhelpyou?G:Iwanttocheckin,please.R:Certainly,Sir.Doyouhaveareservationwithus?G:Yes.R:Underwhatname,Sir?G:JackWatney.R:Wouldyouspellyournameplease,Sir?G:W-a-t-n-e-y.III.DialoguesBACKNEXTDialogue1前廳R:W-a-t-n-e-y.Onemoment,Mr.Watney.I’lljustcheckourreservationform.(a)Yes,Mr.Watney.Wehaveadoubleroomreservedforyou.(b)I’msorry,Mr.Watney.Wehavenoreservationsunderthatname.Butwedohavevacantrooms.Whattypeofroomwouldyoulike?G:Asuperiorroom,Ithink.R:Justamoment,Mr.Watney.YourroomNo.is1234,andthebellboywillhelpyouwiththeluggage.Hopeyou’llhaveapleasantstayinourhotel.III.DialoguesPREV.NEXT前廳(R:ReceptionistG:Guest)R:Howlongwillyoubestayingwithus,Sir?G:I’mnotsureyet.R:Isee.Wouldyoumindwritingtwonightsthen,Sir?Ifyoudecidetostaylonger,pleasecometoReceptionandextendyourstay.G:OK.Thanks.III.DialoguesPREV.NEXTDialogue2前廳III.DialoguesPREV.NEXTR:Thankyou,Sir.Howwouldyouliketopay,Mr.Watney?G:Withtraveler’scheque,Ithink.R:Isee.MayItakeaprintofyourtraveler’scheque?Yourroomisonthe6thfloor,Room616.Pleasesignhere,Mr.Watney.Hereisyourroomcard.前廳(C:Clerk

G:Guest)III.DialoguesDialogue3PREV.NEXTC:Goodmorning,Mr.Taylor.CanIhelpyou?G:Goodmorning.Yes,I’dliketochangesomeUSdollarsintoRMB.C:Certainly,Sir.Today’sexchangerateisoneUSdollartoRMB6.90yuan.Pleasecompletethisexchangememo.Yournameandroomnumber,howmuchyouwanttochangeandyournationalityandpassportnumberplease.前廳III.DialoguesPREV.BACKG:OK.Hereitis.C:HereisyourRMB5000yuan,Sir,andacopyofthememo.G:Thankyou.C:Youarewelcome,Mr.Taylor.Pleaseshowthismemowhenyouneedtochangethemback.Haveaniceday.前廳團(tuán)隊(duì)入住程序1.

前臺人員與團(tuán)隊(duì)管理人員協(xié)作,確保團(tuán)隊(duì)入住時(shí)間盡可能縮短,在團(tuán)隊(duì)抵店前一小時(shí)分配好房間和鑰匙卡。當(dāng)團(tuán)隊(duì)抵達(dá)酒店時(shí),微笑問好,并找到領(lǐng)隊(duì)。

Goodmorning/afternoon/evening,ladiesandgentlemen.Welcometo××hotel.MayIknowwhoisthetourleader?

早上好/下午好/晚上好,女士們,先生們,歡迎光臨××酒店。請問領(lǐng)隊(duì)是哪一位?2.

根據(jù)團(tuán)號找出該團(tuán)的預(yù)訂單,與地陪確認(rèn)房數(shù)。IV.TipsforServiceBACKNEXT前廳3.請全陪/領(lǐng)隊(duì)出示團(tuán)隊(duì)客人名單,拿出分房單(Rooming

List),請全陪/領(lǐng)隊(duì)為團(tuán)隊(duì)客人分房。同時(shí)通知禮賓部與全陪/領(lǐng)隊(duì)確認(rèn)行李件數(shù)。4.復(fù)印已分房的團(tuán)隊(duì)客人名單2份,一份留底,另一份傳禮賓部。5.告訴陪同全陪、地陪、司機(jī)的房號,酒店內(nèi)房間與房間通話及長途電話的撥打方法以及酒店網(wǎng)絡(luò)使用事宜。6.

發(fā)放客人房間鑰匙卡,請陪同在留底的客人名單上簽收總數(shù)。7.同地陪確認(rèn)付款方式及結(jié)賬方式,通知前臺收銀人員收取旅行社結(jié)賬單。IV.TipsforServicePREV.NEXT前廳8.

詢問次日叫醒、早餐、出行李時(shí)間,確認(rèn)用餐類型及地點(diǎn)。發(fā)出團(tuán)隊(duì)餐券

(mealcoupons),填寫住店團(tuán)隊(duì)信息

(In-houseGRPInformation)及團(tuán)隊(duì)用餐安排

(GRPMealArrangement)相關(guān)內(nèi)容。9.

請陪同、司機(jī)登記并簽字。10.

?？腿司幼∮淇?。11.

通知房務(wù)中心該團(tuán)已入住。12.在電腦中登記入住信息,更新團(tuán)隊(duì)主單信息,錄入客人姓名,打印團(tuán)隊(duì)客人名單4份。IV.TipsforServicePREV.NEXT前廳13.

安排行李員傳遞資料至各部門,

請對方簽收。前臺收銀:預(yù)訂傳真、團(tuán)隊(duì)預(yù)訂單、團(tuán)隊(duì)客人名單。總機(jī):團(tuán)隊(duì)客人名單、叫醒時(shí)間(MorningCall)。禮賓:團(tuán)隊(duì)客人名單、出行李時(shí)間?？蛣?wù)部:團(tuán)隊(duì)客人名單、早餐時(shí)間、離店時(shí)間。14.

當(dāng)日所有團(tuán)隊(duì)抵店后,應(yīng)于晚上9:30前復(fù)印團(tuán)隊(duì)用餐安排傳至餐飲部簽收。IV.TipsforServicePREV.BACK前廳V.Words&ExpressionsBACKNEXThumancontact人與人的接觸 countv.有價(jià)值memorableadj.難忘的 impactn.影響printv.&n.打印;印;印刷 escortv.&n.護(hù)送;陪同vacantadj.空缺的;未被占用的 registerv.

登記inadvance

預(yù)先 extendv.

延長前廳V.Words&ExpressionsPREV.BACK前廳VI.ExercisesBACKNEXT1.Matchthejobswiththestafflistedbelowandwritethelettersintheblanks.

roomclerk

bellmanreservationistdoorman前廳CABEDFA.carryingbaggageB.helpingtheguestsregisterC.introducingtoguestsbasichotelinformationD.checkinghotelvacanciesafterreceivingareservationrequestE.greetingguestsatthefrontdoor