check-in&checkout酒店前台英语.ppt
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1、酒店服务英语实训酒店服务英语实训酒店服务英语实训酒店服务英语实训Heidy第第16周周contentsFood and BeverageHousekeepingFront OfficeReservationProgram 1 Check-in&Check-out 项目二项目二 登记入住登记入住 Warming-up ActivitiesTask procedure&skill&knowledgeDialogue Role Play PracticeTask 2(part 1)Check-in Services工作任务二工作任务二 入住登记服务入住登记服务Task Objectives 任务目标
2、任务目标After learning,you should be able to:学完后,应该掌握:学完后,应该掌握:check in for the guest with reservations 为有预订的客人办理入住登记为有预订的客人办理入住登记 check in for the guest without reservations 为无预订客人办理入住登记为无预订客人办理入住登记 check in for guests with a group reservation 为团队预定客人办理入住登记为团队预定客人办理入住登记Warming-up Activitesv1.Match.Hilt
3、on Hotels CorporationIntercontinental Hotels GroupMarriott International,Inc.HotelsShangri-la Hotels and ResortsWarming-up Activitesv1.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.Trave
4、l is more than just a to b.b.We know what it takes.c.Thinking of you!d.Where will you find your Shangri-la?v2.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你应该知道的知
5、识你应该知道的知识Task Procedure任务流程任务流程 Greet the guest.问候客人。Ask the guest whether he or she has a reservation with the hotel.询问客人是否有预订。Find out the reservation in the computer for confirmation.在计算机中查找预订记录以确认。Ask the guest to show his identification.请客人出示身份证件。Ask the guest to fill in the registration form.请
6、客人填写入住登记表。Ask the guest how to make the payment.询问客人如何付款。Form the check-in record.形成入住登记记录。Give the room card to the guest.给客人房卡。Call the bellman to show the guest to the room with baggage.叫行李生拿行李陪客人到房间。Extend best wishes.表达祝愿。Hot TipTask Skills任务技巧任务技巧 Find out the guests name immediately and use i
7、t at least three times during the conversation.Always use polite titles as“Mr.”or“Ms.”when addressing the guest.Do not call a guest by his or her first name.立即询问客人的姓名,并在对话中礼貌地称呼三次以上。礼貌立即询问客人的姓名,并在对话中礼貌地称呼三次以上。礼貌地使用地使用“先生先生”或或“小姐小姐”这样的称呼。第一次不要直呼其名这样的称呼。第一次不要直呼其名字。字。Check the reservation in the comput
8、er and confirm the room information with the guest.If there is no reservation for the guest,you should check the reservation list for the vacancies and then introduce them to the guest.在电脑中核实预订情况,并与客人确认房间信息。如果客人没在电脑中核实预订情况,并与客人确认房间信息。如果客人没有预订,查看预订单的空房情况,然后向客人介绍。有预订,查看预订单的空房情况,然后向客人介绍。Ask the guest t
9、o 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“Could I see your passport?”请客人出示身份证件,例如身份证,护照或军官证等。你可以请客人出示身份证件,例如身份证,护照或军官证等。你可以问:问:“我能看看您的身份证吗?我能看看您的身份证吗?”或是或是“我能看一看您的护照我能看一看您的护照吗?吗?”Fill out t
10、he 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,and the room type and ask the guest to sign his/her name as well.在入住登记表上填写客人的姓名(姓和名)、性别、出生日期、在入住登记表上填写客
11、人的姓名(姓和名)、性别、出生日期、国籍、有效身份证号码、详细地址、到达日期和离店日期及房国籍、有效身份证号码、详细地址、到达日期和离店日期及房型,还要客人签名。型,还要客人签名。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 persons.办理团队入住登记时,不仅要确认团队名称和房间数,还要询办理团队入住登记时,不仅要
12、确认团队名称和房间数,还要询问客人的时间安排和人数有无变化。问客人的时间安排和人数有无变化。When asking the guest how to make the payment,we can use the following:当询问客人怎样付款,可以这样问:当询问客人怎样付款,可以这样问: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
13、 cash or with a travelers check?Speak to the guest when finishing the registration as follows:结束入住登记时说:I hope/Hope you will enjoy your stay here.Please enjoy your stay here.Hot TipUseful Knowledge实用知识实用知识 The sample of the Registration Card 入住登入住登记记卡示卡示样样Surname 姓Name 名Sex 性别Nationality 国籍Place of B
14、irth 籍贯D.O.B.出生日期Type of Visa 签证类别Validity 有效期 Yr 年 Mth 月 Day 日Type of Identification 证件类别No.号码Permanent Address 永久性住址 Home/Office 住宅/办公室Date of Arrival 到达日期Date of Departrue 离店日期Room No.房号Hosted by 接待单位Purpose of Stay 停留事由Travel 旅游 Business 商务 Official 官方活动Rate 房价Method of Payment 付款方式Cash 现金 Credi
15、t Card 信用卡Travelers Check 旅行支票 Other 其他Remarks 备注A safe box Provided at Front Office or in the guest room is available for use free of charge.酒店前厅部及客房内的保险箱可免费使用。Some useful expressions in the Front Office 前前厅厅部工作中的部工作中的实实用表达用表达cancellation 取消取消revision 更改更改Room Revenue Report 客房收入报表客房收入报表Expected De
16、parture List 次日客人退房表次日客人退房表Discount&Complementary List 房租折扣及免费表房租折扣及免费表 The room will be kept to 6 oclock in the evening for the reservation in most hotels.大多数大多数宾馆宾馆将保将保留留预订预订房到当天下午房到当天下午6点点钟钟。Checking in for guests with a group reservation 为团队预为团队预定客人定客人办办理入住登理入住登记记办理入住登记时,与团队领队(Group leader)确认该团队
17、的团号(Group number)、人数、用房数和住店日期,办理快速登记(Fast check-in)并及时开通所有团队成员房内的电话线路。由团队协调员(Group coordinator)填写团队入住登记卡(Registration Card),并向团队领队收取团队签证(Group visa)和名单(注明房号)。登记结束后,由团队协调员协助团队领队发放钥匙卡和房卡。安排好陪同,同时要求陪同写明叫醒服务时间、离店时间、行李服务时间以及团队在饭店用餐时间安排。团队入住登记卡送礼宾(Concierge)行李组。DialogueSub-task 1:Checking in for the Guest
18、 with Reservations子任务一子任务一 为有预订的客人办理入住登记为有预订的客人办理入住登记Sample情景实例情景实例Scene:A couple is at the Reception 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,
19、Peter Swanson.I reserved a room in your hotel by phone.R:Let me check,Mr.Swanson.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 r
20、egistration form.(.)Thanks for waiting.You have a reservation of a 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
21、Card.R:May I take an imprint of the card,please?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
22、 and Expressions词汇与表达词汇与表达overlook v.俯看 suit v.适合imprint v.印,压印;盖(印等)于;授权American Express Card 美国运通DialogueSub-task 2:Checking in for the Guest without Reservations子任务二子任务二 为无预订客人办理入住登记为无预订客人办理入住登记Sample情景实例情景实例Scene:A couple is checking in the hotel without reservations.The receptionist helps them
23、make the registration.(R=Receptionist,G=Guest)R:Good 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 roo
24、m with a bath for us?R:Wait a moment,please.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 pl
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