《飯店情景英語(yǔ)（第二版）》課件飯店情景英語(yǔ) Part II Lesson 3VIP

MajorContents第二章前廳Lesson3GuestService客戶(hù)服務(wù)I.Leading-inII.WorkingProcedureIII.DialoguesIV.TipsforServiceV.Words&ExpressionsVI.Exercises???Whatproducesasatisfiedguest?I.Leading-inBACKNEXTWhatproducesasatisfiedguest?Havingabeautifulhotelwithexcellentrestaurantsandnumerousfacilitiesisverynicebutit’snotenough.Wemusthavefriendly,courteousandefficientstafftoprovideservicetoourguests,thatistosay,tosatisfytheirneeds.Onlyinthatway,canweproducesatisfiedguests.Rememberahotel’sreputationcanbemadeorbrokenbytheattitudeandbehaviorofitsstaff.Theyareextremelyimportanttothesuccessofahotel.I.Leading-inPREV.BACK預(yù)定服務(wù)程序II.WorkingProcedure延房程序拜訪或來(lái)電的處理BACKNEXT延房程序II.WorkingProcedure1.詢(xún)問(wèn)房號(hào),電腦查詢(xún)客人姓名,查詢(xún)客房可售狀況表。MayIhaveyourroomnumber,Sir?請(qǐng)問(wèn)您是哪個(gè)房間?2.如顯示不可延房,可推薦其他房型,再按換房程序操作。Sorry,Mr.××.Our××roomsarefullybookedonthedateof××.Youcanchoosetostayina××.Therateis××.對(duì)不起,××先生,××日的××房已經(jīng)訂滿(mǎn)。如果您愿意,可以換個(gè)××房,房?jī)r(jià)是××。PREV.NEXT預(yù)定服務(wù)程序II.WorkingProcedurePREV.NEXT4.填寫(xiě)接待通知,制作新房卡、鑰匙,請(qǐng)收銀開(kāi)具押金條。5.安排行李員送客人去房間,提醒單據(jù)需要簽字。6.收回舊房卡、鑰匙,對(duì)照R/C單核對(duì)客人簽名。預(yù)定服務(wù)程序II.WorkingProcedure7.修改電腦資料,包括離店日期和備注欄押金。PREV.NEXT8.押金條和接待通知傳收銀簽收,接待通知留底聯(lián)存入相應(yīng)文件夾。訪問(wèn)或來(lái)電的處理II.WorkingProcedure1.根據(jù)客人姓名查詢(xún)住房客人的資料,告知客人房號(hào)。Mr.××isinRoom××,andtheelevatorisattheendofthecorridor.××先生住在××房,電梯在走廊盡頭。2.未找到時(shí),查詢(xún)預(yù)訂客單,告知對(duì)方客人未到,詢(xún)問(wèn)是否留言。Mr.××isexpectedtoarriveatthehotelon××.Wouldyouliketoleaveamessage?××先生預(yù)計(jì)×月×日抵店,請(qǐng)問(wèn)需要留言嗎?PREV.NEXT訪問(wèn)或來(lái)電的處理II.WorkingProcedure3.如果住店客人有保密要求,禮貌告訴來(lái)訪者沒(méi)有這位客人。Sorry,Mr.××isnotstayingatthehotel.對(duì)不起,××先生沒(méi)有入住酒店。4.若對(duì)方要找的是VIP客人,需要詢(xún)問(wèn)來(lái)訪者的姓名,致電VIP客人詢(xún)問(wèn)是否會(huì)見(jiàn)來(lái)訪者。Morning,Mr.××.Receptionistspeaking.AMr.××isnowinthelobbycomingtovisityou.CanItellhimyourroomnumber?您好,××先生,我是前臺(tái)接待。大廳有一位××先生找您?？梢愿嬖V他您的房間號(hào)嗎?PREV.BACK(R:Receptionist

G:Guest)R:Goodevening.IsthatDr.LewisinRoom3206?G:Yes.R:ThisisReception,Dr.Lewis.Youcalledustoreportthat——yourTV/ACwasnotworking.——yourroomwasverycold.——youhavenotowelsinyourbathroom.——youcan’tsleepatnightbecauseyourneighborwasmakingabignoise.III.DialoguesBACKNEXTDialogue1

——itemsinyourroomarenotreplenished.G:Yes,that’sright.R:I’mcallingtocheckwhethertheproblemhasbeensolved,Sir.EitherG:Oh,yes,thankyou.Yourpeoplewerehere5minutesago.R:Good.Thankyou,Sir.Goodnight.G:Goodnightandthanks.III.DialoguesPREV.NEXTOrG:No,Ihaven’tseenanybodysinceIcalledyou.R:I’msorry,Sir.I’llcheckwith——Engineering.——Housekeeping.——theAssistantManager.G:Wouldyou?Thankyou.R:Thankyou,Sir.I’llcallyoubackassoonasIcan.III.DialoguesPREV.NEXT(O:OperatorH:housekeeper

G:Guest)O:Goodmorning,GardenHotel.Angelaisspeaking.MayIhelpyou?G:Yes,Istayedinyourhoteltwodaysago.WhenIgothome,IfoundthatI’dleftmybaginthehotelroom.O:MayIaskwhoiscallingplease?Andyourtelephonenumber?G:It’sMaryLee,andmyphonenumberis81123456.III.DialoguesBACKNEXTDialogue2O:OK,Ms.Lee,pleaseholdonforasecond.I’lltransferyourcall(putyouthrough)tothemanageroftheHousekeepingDepartment.H:Housekeeping,Davidspeaking.Howareyou,Ms.Lee?G:Hi.IamreallyforgettingandI’veleftmybaginyourhotel.H:Don’tworry,Ms.Lee.Couldyoupleasedescribeyourbagandgivemeyourroomnumberplease?G:It’saredbagbrandedGucci.Theroomnumberwas2356.H:Isee.I’llcheckwhetherithasbeenfound,andI’llcallyouback.III.DialoguesPREV.NEXT(10minuteslater.)H:Goodmorning,Ms.Lee.I’mpleasedtotellyouthatyourbaghasbeenlocatedinyourguestroomandisnowinstorage.G:ThankGod!Mightyoubeabletosendittome?H:Absolutely!Ms.Lee.Pleasegivemeyouraddressandcreditcardnumbersothehotelcouldbillyoufortheshippingcharges.G:OK.Thanks.III.DialoguesPREV.BACK換房

在不影響客人舒適度的前提下,避免不必要的換房,可節(jié)約人力,節(jié)省成本。因涉及房費(fèi)問(wèn)題,除非因酒店售房緊張等原因,應(yīng)盡量避免由較高價(jià)格房間換至較低價(jià)格房間。遇到此類(lèi)情況,應(yīng)報(bào)告大堂副理處理。1.接到客人換房要求,應(yīng)詢(xún)問(wèn)房號(hào),電腦查詢(xún)客人姓名,禮貌詢(xún)問(wèn)換房原因。MayIhaveyourroomnumber,Sir/Madam?

先生/女士,請(qǐng)問(wèn)您是哪個(gè)房間?Mr.××,isthereanythinguncomfortableinyourroom?××先生,請(qǐng)問(wèn)您對(duì)房間有什么不滿(mǎn)意嗎?IV.TipsforServiceBACKNEXT2.可能是因小設(shè)施問(wèn)題如燈泡壞了,或因客人不了解客房設(shè)施的使用方法,應(yīng)先聯(lián)系房務(wù)部。Mr.××,mayIsendaroomattendanttocheckitforyoufirst?××先生,請(qǐng)讓我先聯(lián)系房務(wù)部幫您檢查一下好嗎?3.電話通知賓客服務(wù)中心客人房號(hào)及問(wèn)題,請(qǐng)對(duì)方盡快回復(fù),做好電話記錄。4.賓客服務(wù)中心回復(fù)問(wèn)題解決后,致電客人以表示對(duì)此事的關(guān)注。Morning/Evening/Afternoon,Mr.××.Receptionist××isspeaking.Hastheproblemofyourroomsettledyet?IV.TipsforServicePREV.NEXT您好,××先生。我是前臺(tái)接待××?，F(xiàn)在房間問(wèn)題解決了嗎?5.賓客服務(wù)中心回復(fù)告知客人的問(wèn)題確是需耗時(shí)較多的工程問(wèn)題,如下水管堵塞、衛(wèi)生間滲水等,則需換房。6.查詢(xún)同類(lèi)房間可售狀況,鎖定換房房號(hào),致電客人表示歉意。Mr.××,wearedeeplysorryfortheinconveniences.WouldyoumindchangingtoRoom××?××先生,我們?yōu)榻o您造成的不便深表歉意。您介意換

到××房嗎?7.若沒(méi)有同類(lèi)房間,應(yīng)考慮升級(jí)開(kāi)房,交由大堂副理處理。IV.TipsforServicePREV.NEXT9.收回舊房卡、鑰匙。10.更新電腦資料,修改房號(hào)、房?jī)r(jià),備注欄注明換房原因。11.接待通知分送收銀、賓客服務(wù)中心簽收。留底聯(lián)存檔。IV.TipsforServicePREV.BACKV.Words&ExpressionsBACKNEXTnumerousadj.許多的reputationn.名譽(yù);聲譽(yù)depositv.&n.存放;預(yù)付押金;定金

put...through接通電話brandv.&n.(加)商標(biāo);品牌

locatev.找到V.Words&ExpressionsPREV.BACKVI.Exercises1.Completethefollowingdialogue.AGuestReportsaLostItemR:_____________________________________________G:Yes,I’mpackingforcheck-outwhenInoticedthatmysunglasseswerenowheretobefound.SoI’mthinkingyoumighthelpmeout.R:_____________________Madam.____________________________G:Sure,Icheckedtheroomseveraltimes.Itmusthaveb