酒店英語(yǔ)培訓(xùn).ppt

1、EnglishFor Hospitality,Introduction of Reception Desk Service,Topic 1 A brief introduction of front office service,1.Background information: The front office service plays an important part in modern hotels. All this makes it possible for hotel guests to take the advantages of the reception office.,

2、Activity 1: Listening Listen to the tape twice and try to answer the following question: (1) What is the front office service? (2) What service does the front office service provide?,Suggested answers: there are lobby and general service counter in the front office department. Lobby is the place whe

3、re customers registering, resting, having meeting and checking out. The general service counter is the place where customer registering, accounting, enquiring, foreign currency exchanging. Usually, there are division manager, supervisor, captain and attendant in the hotel.,Dialogue: A: Good evening,

4、 sir and madam. Welcome to our hotel. B: Thanks. Good evening. A: (Opening the trunk, taking out the baggage and looking at the name on the baggage tags.) Im the receptionist, madam. So you have got altogether four pieces of baggage? B:Yes, thats right. Wed like to stay here for two nights. A: From

5、tonight to 28th of October. What kinds of room would you like? B: A double room please.,A: One double room. Yes, weve got five double rooms left. B: How much does a double room cost? A: 480 yuan per night, with breakfast. B: Is your hotel near downtown? A: Yes, and its several minutes walk from the

6、city center. B: Great! Id like a double with the view of the Lijiang River. A: Let me check. Ah, youre lucky, madam, heres one such room. B: Is it noisy outside? Does it have air-conditioning? A: Our hotel is located in a very quiet and peaceful district and all the rooms are air-conditioned. B: Ok,

7、 I will take it.,Here is a short video of the dialogue above. 0001.WMV,Activity 2: Role-play Work in pairs about this topic, one for guest, and another for hotel employee. Finish the task of introducing the function of the front office service in the hotel.,Some related words or sentences informatio

8、n office 問(wèn)訊處 reception office 接待室 hotel register 旅客登記簿 registration form 登記表 manager 經(jīng)理 attendant 服務(wù)員 office clerk 值班服務(wù)員 waiter （餐廳）服務(wù)員 waitress （餐廳）女服務(wù)員 The Reception Office is straight ahead. 接待處就在前面。 Welcome to our hotel. 歡迎光臨。,Activity 3: Oral practice: Listen to the dialogue again and repeat, p

9、aying attention to the fluency and tone of your voice.,Activity 4: Translation 1. The teacher asks Ss to translate the following sentences into English. 前臺(tái)又稱為總服務(wù)臺(tái)或大堂部，負(fù)責(zé)推銷(xiāo)酒店的產(chǎn)品與服務(wù)，為客人提供訂房，登記，問(wèn)訊，電話，訂票，行李以及退房等一系列服務(wù)。前臺(tái)的服務(wù)效率及質(zhì)量代表著酒店的整體水平。,Key: Front office can also be named general service office or lob

10、by, which is in charge of the sales and promotion of hotel service. Many services are provided in the front office, such as room reservation, registering, enquiring, telephoning, ticketing, luggage, or checking out. The efficiency and quality of front office service represents the overall hotel serv

11、ice standard.,Frequently used sentences at front desk: 1. What kinds of room would you like? In the dialogue, there are several questions like this that are used by the receptionist. 2.自己要做什么事時(shí)，就使用May I May I have your name, please? 請(qǐng)問(wèn)尊姓大名,May I see your passport, please? 請(qǐng)讓我看一下您的護(hù)照好嗎？,May I know yo

12、ur nationality, please? 請(qǐng)問(wèn)您的國(guó)籍是什么？,May I have your check-out time, please? 請(qǐng)問(wèn)您什么時(shí)候結(jié)帳離開(kāi)？,Note: 1. Welcoming Card 歡迎卡 Information included in the Welcoming Card: 1) Guests name 2) Room number 3) Number of persons 4) Date of arrival/departure 5) Room rate 6) Clerk 7) Signature 8) Remarks,2. Welcoming B

13、ooklet 歡迎手冊(cè) Sample of Welcoming Booklet: Welcome to our hotel! The management cordially welcomes you to Guilin Hotel. This little book informs you about the facilities our hotel can offer you and will lead you to the charming sights of our city.,Welcome to our hotel! What can I do for you?,3. Reserv

14、ation Enquiry Card: Information included in the Reservation Enquiry Card: 1) Reference number; 2) Date; 3) Requirements: Single? Double? Triple? Suite? 4) Date of arrival; 5) Time of arrival; 6) Date of departure; 7) Number of guests;,8) Booked by; 9) Company; 10) Address; 11) Telephone number; 12)

15、Rate; 13) Method of payment; 14) Special requirements; 15) Signature; 16) Clerk.,Here is a short Video about the most luxurious hotel in the world.Burj.al.Arab.Hotel. WMV,Assignment Do the following exercises after class. Divide the class into several groups and collect some information about hotel rooms.,Suggested information 1) A single room 2) A single room with sho