酒店职业英语全套教学课件

WorkplaceEnglishforHotel酒店职业英语chapter1前厅篇PPTChapter2客房篇PPTchapter3餐饮篇PPT全套可编辑PPT课件

UnitOne

RoomReservation

Chapter1WorkinginFrontOfficeDepartmentABAnsweringphones,managefaxesandfilesconcerningreservations.CProcessingrevisingandcancellationEEtc.Whatisaroomreservationist?DConfirmingreservationsJobProfileofRoomReservationist:MakingroomarrangementmadeinadvanceCatalogue123456TaskDecompositionTaskFulfillingTaskReinforcementTaskExtendingProfessionalAdvancement7TaskDescriptionPeerAssessmentTaskDescriptionClient:Mr.AlanSmithandhiswifeHotel:QingdaoLeMeridienHotelRoomtype:

adoubleroomwithseaviewNights:5Dailyrate:RMB960yuan,excludingbreakfastArrivaldate:July7thMobilephonenumberask1:AnFITReservationbyPhoneClient:MissLiMei,thetourguideofHangzhouCITS,callingforBeijingTourGroupHotel:JWMarriottBeijingRoomtype:8twinroomsand2doubleroomsDates:FromMay15thto18thRoomrate:

RMB1158Yuanforatwinroompernight,andRMB1725yuanforajuniorsuite,bothincluding2breakfastsContactnumber:0571-8709-7653Payment:BycreditcardTask2:AGroupReservationTaskDecomposition2.1TypesofHotelRoomssingleroomdoubleroomkingsizebedroom

queensizebedroom2.12.22.3TWBtripleroomfamilyroomdisabledroom2.12.22.3suitejuniorsuitedeluxesuitepresidentialsuite2.12.22.32.2WordsChargingavailable/əˈveɪləbl/check/tʃek/perexclude/ɪkˈsklu:d/holdthelineroomratelookforwardto(doing)adj.可获得的;有空的;可购得的;能找到的vt.&vi.检查，核对prep.（表示比率）（尤指数量，价格，时间）每vt.排除，不包括勿挂电话，稍等一会房价期望，盼望;瞩望2.12.22.32.3WorkingProceduresandUsefulSentencePatterns2.3.4Askforthefollowinginformation2.3.6Expressyourwishes2.3.3Searchforroomsavailableoncomputer2.3.1Greetingguests2.3.5Confirmthereservation2.3.2Askguestsforreservationinformation.2.12.22.32.3.1GreetingguestsAQingdaoLeMeridienHotel,Reservations.CanIhelpyou?CWhatcanIdoforyou?BJWMarriottBeijing.Reservations.

HowmayIhelpyou?2.12.22.3Dateofarrivalanddeparture:Forwhichdates,MissLi?Whatdatewillthatbe?Howlongwillyoustay?Howmanynightswillyoubestaying?Yourarrivalanddeparturedate,please?Howlongdoyouplantostay?2.3.2Askguestsforreservationinformation.2.12.22.3Numberofpeople:Howmanypeoplearethereinyourparty?

01Howmanypeoplewouldthatbe?022.3.2Askguestsforreservationinformation.2.12.22.3Whatkindofroomwouldyoulike,sir?Whatkindofroomwouldyouprefer,sir?Roomtypeandnumberofrooms:2.3.2Askguestsforreservationinformation.2.12.22.32.3.3SearchforroomsavailableoncomputerCouldyouholdtheline,please.Letmecheck...AOnemoment,please.Letmecheckthereservationlist...B2.12.22.32.3.4AskforthefollowinginformationNameofguestorgroup：

Couldyougivemeyournameplease,sir?

MayIhaveyouname,please?Guest’scontactnumber：

Couldyouleaveyourphonenumber,please?

What’syourtelephonenumber,please?2.12.22.3I’vebookedyouadoubleroomwithseaviewfromJuly7thtoJuly11th.8twinroomsand2juniorsuitesfromMay15thto18th.02012.3.5Confirmthereservation2.12.22.3

2.3.6ExpressyourwishesWelookforwardtoseeingyou.Welookforwardtoyourstaywithus.2.12.22.3TaskFulfillingClientHotelnameRoomtypeDatesRoomrateContactnumberArrivaldate

SampleconversationsIdentifytheinformationafteryoulistentoeachoftheconversations:3.13.23.1SampleconversationaboutmakinganFITreservation

(R:Reservationist;S:AlanSmith)R:LeMeridienQingdao,Reservations.CanIhelpyou?S:Yes.I’dliketobookaroominyourhotel.R:Whatkindofroomwouldyoulike,sir?S:I’dliketobookadoubleroomfromJuly7thtoJuly11th.R:Yes,wedohaveadoubleroomavailableforthosedates.S:Oh,good.Isitpossiblethatwehavearoomwithseaview?Mywifelovesitverymuch.R:Couldyouholdtheline,please.Letmecheck...Yes,wecanofferyouadoubleroomwithseaview.3.13.23.1SampleconversationaboutmakinganFITreservationS:Great.Howmuchisit,then?R:Theroomrateis960Yuanpernight,excludingbreakfast.S:OK.I’lltakeit.R:Good.Couldyougivemeyournameplease,sir?S:Yes,it’sAlanSmith.R:Thankyou,Mr.Smith.Haveyoustayedwithusbefore?S:Er,no.It’llbeourfirsttimeinQingdao.MywifeandIaregoingtospendourhoneymoonthere.R:Oh,great.I’msureyou’llenjoyit.MayIhaveyoutelephonenumber,please?S:Sure.It’s136-8976-3546.3.13.23.1SampleconversationaboutmakinganFITreservationR:136-8976-3546,amIright?S:Yes.R:Whattimewillyoubearrivingthen,Mr.Smith?S:Around3:00p.m..R:Thankyou,Mr.Smith.I’vebookedyouadoubleroomwithseaviewfromJuly7thtoJuly12th.Welookforwardtoyourstaywithus.S:Thankyou.Goodbye.R:Goodbye.3.13.23.2Sampleconversationaboutmakingagroupreservation

(R:Reservationist;L:LiMei)R:JWMarriottBeijing.Reservations.HowmayIhelpyou?L:Yes.ThisisLiMeicallingfromHangzhouCITS.I’dliketoreserve8twinroomsand2juniorsuitesformygroup.R:Forwhichdates,MissLi?L:FromMay15thto18th.R:Onemoment,please.Letmecheckthereservationlist...Yes,wecanconfirm8twinroomsand2juniorsuitesforthosedates.L:Thankyou.Canyoutellmetheroomrates,please?R:Yes.Atwinroomis1,158Yuanpernightandajuniorsuiteis1,725Yuan.3.13.23.2Sampleconversationaboutmakingagroupreservation

L:Withorwithoutbreakfast?R:Breakfastisincluded.L:That’sfine.Anydiscountforagroupreservation?R:Yes.Wehaveaspecialrateforgroupreservation.We’llgiveyou10percentoff.L:Good.Pleasemakeitaguaranteedreservation.R:Verywell.Thenhowwouldyouliketopay,MissLi?Adepositisrequiredforaguaranteedreservation.L:CanIpaywithmyVisacard?R:Sure.CouldIhavethecreditcardnumberandexpirationdate,please?3.13.23.2Sampleconversationaboutmakingagroupreservation

L:Thecardnumberis4027321497856054anditexpiresonOctober30th,2020.R:Thankyou.Couldyouleaveyourphonenumber,please?L:Yes,it’s0571-8709-7653.R:Good,MissLi.Whattimewillyoubearriving?L:About7:00p.m..R:Thankyou,MissLi.8twinroomsand2juniorsuitesfromMay15thto18th.Welookforwardtoseeingyou.Goodbye.L:Goodbye.3.13.2TaskReinforcement

MakeasituationalconversationaboutanFITreservationClient:PeterBlackHotel:BlueMountainHotelRoomtype:asingleroomDates:May2rdto6thDailyrate:

RMB978yuan,excludingbreakfastMobilephonenumber:0061-262735968Reservationist:

WangSha4.1RolePlays14.14.24.34.44.54.6

MakeasituationalconversationaboutagroupreservationClient:ZhangQiang,forabusinessgroupfromAmericaHotel:ShanghaiHotelRoomtype:

15standardroomsDates:13thto20thofAugustDailyrate:

200dollarspernightandtherewillbea10percentdiscountforthegroupreservationMobilephonenumber:56487790Reservationist:

LuoYu4.1RolePlays24.14.24.34.44.54.64.2ListeningPractice

4.2.1Listentotheconversationofroomreservation,completethediagrambelow.

QuestionsAnswersNameoftheguest

Kindofroomreserved

Lengthofstay

Roomrate

Facilitiesintheroom

Servicesoffered4.14.24.34.44.54.6abcabcabcabcabcabc4.2ListeningPractice

4.2.2Tickthecorrectanswers.1)A.TwoB.ThreeC.FourD.Five2)A.BecauseMr.andMrs.Smithhavesomethingurgenttodealwith.B.Becausethecouple’skidswouldn’tcomewiththem.C.BecauseMr.andMrs.Smithhavecanceledtheirwholetrip.D.BecauseMrs.Smithwouldn’tcome.3)A.FromOct.12thto14thB.FromOct.14thto15thC.FromOct.4thto15th

D.FromOct.12thto15th4.14.24.34.44.54.64.3MultipleChoices1)Thereareafewthingsyououghttoknowbeforeyou____ahotelroomforyourhoneymoon.A.borrowB.rentC.reserveD.lend2)Wehavealreadymade____forourvacation.A.arrangementsB.goalsC.aimsD.wishes3)Thelatestworldwidediscountvacationdealsincludecheapvacation_______deals.A.parcelB.packageC.mailD.packing4)A_____reservationassurestheguestthatthehotelwillholdaroomuntilaspecifictimeoftheday.A.guaranteedB.non-guaranteedC.prepaymentD.paymentcard4.14.24.34.44.54.64.3MultipleChoices5)Onceareservationhasbeenmade,yourrareare____.A.setB.confirmedC.fixedD.changed6)Changesinthearrivalor_____datemayresultinaratechange.A.leaveB.leavingC.departingD.departure7)_______inthehotelisusuallyoccupiedbyoneperson.A.AdoubleroomB.AsingleroomC.AdeluxedoubleroomD.atwinroom4.14.24.34.44.54.64.3MultipleChoices8)ThePalmerHiltonisproudtooffer_____whichfeatureprivateelevators,privateconcierge,etc.A.singleroomsB.doubleroomsC.juniorroomsD.executivesuites9)Inaddition,thereisasafeinthehotelroomthatenableyoutoplaceyour_____belongings.A.individualB.physicalC.cheapD.personal10)Luxuryhotelsarequite____fromthosebudgethotels.A.sameB.cheapC.convenientD.different4.14.24.34.44.54.64.4Matching

ColumnA1）singleroom2）cityviewroom3）familyroom4）connectingroom5）suite

6）tripleroom7）seaviewroom8）standardroom9）deluxesuite10）adjoiningroom11）doubleroom12）presidentialsuiteColumnBA.连通房B.总统套房C.标准房D.城景房E.套房F.豪华套房G.双人房H.家庭房I.单人房J.相邻房K.三人间L.海景房4.14.24.34.44.54.6

IDHAEKLCFJGB4.5Translation

4.5.1PutthefollowingsentencesintoEnglish.1）请问您打算住几天？2）您能告诉我您的姓名和联系电话吗？3）豪华套房房费是人民币每晚2,800元，含两份早餐。4）怀特先生，请问您将在11月21日的几点钟到达我们酒店？5）对不起，那几天我们没有剩余的标准间了，您看大床房可以吗？4.14.24.34.44.54.6PutthefollowingsentencesintoEnglish.PutthefollowingsentencesintoEnglish.PutthefollowingsentencesintoEnglish.PutthefollowingsentencesintoEnglish.PutthefollowingsentencesintoEnglish.4.5Translation

4.5.2PutthefollowingsentencesintoChinese.1)Couldyouholdtheline,please....Yes,wecanofferyouadoubleroomwithseaview.2)Wedohaveajuniorsuiteavailableforthosedates.3)I’vebookedyouanon-smokingtwinroomwithcityviewfromJuly7thtoJuly11th.4)Wehaveaspecialrateforgroupreservation.We’llgiveyou10percentoff.5)Adepositisrequiredforaguaranteedreservation.

4.14.24.34.44.54.6请您请您请您请您请您Doyouknowhowmanytypesofroomsahotelcanusuallyprovide?Whatwouldyousaywhenyouhavekeptaguestwaitingontheline?Howmanywayscantheguestsmakeareservation?Whatarethey?Howmanystepsarethereinacceptingaroomreservation?Whatarethey?Whenyoufillinareservationlist,whatitemsshouldyoufillin?4.6Discussion4.14.24.34.44.54.6TaskExtendingByphone01Etc.05Ontheinternet02Byfax04Meansofmakingreservations:03Facetoface5.15.2MakinganormalreservationCRevisingorcancelingareservationBoverbookingDMakingaVIPreservationCasesofmakingreservationsandhowtohandle:A5.15.25.1Howtodealwithroomoverbooking?KeysentencesforreferenceSorry,we’refullybookedforthosedays.Sorry,wedon’thaveanyvacancyforSorry,we’refullyoccupied.Butwecanrecommendanotherhotelforyouifyoulike.I’msorry,sir.There’renotanyroomsleftforthatday.Wouldyoulikeustoputyouonthewaitinglistandcallyoubackincaseofacancellationlater,sir?I’msorry,wedon’thavesingleroomsavailableforthatweek.MayIsuggestyouanearbyhotel?5.15.2KeysentencesforreferenceHowdidyoumakethereservation,madam?Howandinwhosenamewasthereservationmade?Youmeanyou’dliketoreviseyourpreviousreservation,sir?Howwouldyouliketochangeit?I’msorry,butwecan’tguaranteeyouadeluxesuiteforthe12th.5.2Howtodealwithreservationrevising?5.15.2ProfessionalAdvancement6.1BriefintroductiontotheFrontOfficeDepartmentorganization.6.16.2IntercontinentalHotelsGroupsMarriottInternationalHotelsHiltonHotelsCorporationStarwoodHotels&ResortWorldwideHyattHotelsACCORHotelsShangri-laHotels&ResortsJinJiangInternationalHotels6.2SomeFamousHotelManagementGroupsintheWorld.洲际酒店集团万豪国际酒店集团希尔顿酒店集团管理公司喜达屋国际酒店集团凯悦酒店集团雅高酒店管理集团香格里拉酒店集团锦江酒店管理集团6.16.2PeerAssessmentPerformancecriteriaYesNotyetBefamiliarwiththetermsandusefulsentencepatternsinmakingroomreservations.

Graspsomeprofessionalknowledgeaboutroomreservations.

Identifythesignificanceofmakingroomreservationsproperlyasthefirststagetoserveguests.

Differentiatethedominantandhiddendemandsoftheguestsfromdifferentcultures.

Makesituationalconversationsfluently.

Becomeaqualifiedreservationisttomeetdifferentdemandsofguests.

Feedback：ThankyouWorkplaceEnglishforHotel酒店职业英语

CheckinginGuests

办理入住WorkinginFrontOfficeDepartmentABCheckingguestsinandoutefficientlyCDealingprofessionallywithenquiriesfacetofaceandbyphoneDEtc.Whatdoesareceptionistdo?

MakingguestsfeelwelcomeJobProfileofaReceptionistCatalogue123456TaskDecompositionTaskFulfillingTaskReinforcementTaskExtendingProfessionalAdvancementTaskDescription1TaskDescriptionTask1:NormalCheck-inwithReservationClient:MissChristineNolanfromNewZealandHotel:Shangri-LaHotel,QingdaoRoomtype:asingleroomNights:2Dailyrate:RMB1180yuan,includingbreakfastSpecialrequest:Non-smokingroomTask2:AGroupCheck-inClient:LondonTourGroup,withthetourleader,MissTracyLeeHotel:GardenHotelRoomtype:8twinroomsand2doubleroomsDates:FromMay15thto18thRoomrate:RMB1158Yuanforatwinroompernight,andRMB1725yuanforajuniorsuite,bothincluding2breakfastsContactnumber:0571-8709-7653Payment:BycreditcardTask3:ReceivingaWalk-inGuestClient:Mr.PotterandhiscolleagueHotel:SunshineHotelRoomtypewanted:2singleroomsNights:1Dailyrate:$100pernightwithoutbreakfastFact:Twosinglesareavailablewhicharenotonthesamefloor1TaskDecomposition2.1WordsCharging2.12.22.3n.（对妇女的尊称）夫人n.挂号;登记v.重击；猛打;在解码器上刮刷（信用卡等卡）n.预授权n.交易n.输入信息；输入数据v.输入v.滑，出错n.跌倒,失足;纸条;失误n.接待员receptionist/rɪ'sepʃənɪst/ma’am/mæm/registration/redʒɪˈstreɪʃn/deposit/dɪˈpɒzɪt/swipepre-authorization/ɔ:θəraɪˈzeɪʃn/transaction/træn'zækʃn/inputslipn.押金2.1WordsCharging2.12.22.3n.行李员n.巡回演出;旅行，观光vt.交付;发表;递送vi.传送;投递n.同事n.收据；收条；收到receipt/rɪ'siːt/bellboytour/tʊə(r)/CITSvisa/ˈvi:zə/voucher/ˈvaʊtʃə(r)/deliver/dɪ'lɪvə(r)/colleague/kɒliːɡ/中国国际旅行社n.签证n.代金券；凭证GroupDiscussion:Whataretheproceduresofcheckinginguestsinyourmind？2.2WorkingProceduresandUsefulSentencePatterns2.2.4Iftheguestdoesnothaveareservationwiththehotel,proceedtocheckintheguestasawalk-in.2.2.3Iftheguesthasareservation,requestforhis/herfullnameorthepassport/IDcardandretrievethereservationfromthesystem.2.2.1Greetingguests2.2.5Inquireorreconfirmdetailsoftheaccommodation.Inquireorreconfirmguestpreferencesandroomrequirements.<<2.1<<2.22.2.2Establishwhethertheguesthasorhasnotmadeareservation2.2WorkingProceduresandUsefulSentencePatterns2.2.9Explainthehotelfacilities.2.2.8Checkintheroomandencodethekeycard..2.2.6Registertheguest，printtheregistrationformandrequestforhis/hersignature.2.2.10Provideluggageassistanceandwishtheguestapleasantstay.<<2.1<<2.22.2.7Obtainamodeofpayment2.2.1GreetingguestsAWelcometoourhotel.CGoodafternoon,sir.WelcometoGardenHotel.WhatcanIdoforyou?BGoodmorning,ma’am.HowmayIhelpyou?<<2.32.2.2Establishwhethertheguesthasorhasnotmadeareservation.

Haveyoumadeareservation?/Haveyougotareservation?Doyouhaveareservation?In/Underwhosenamewasthereservation?Whendidyoumakethereservation?Ibookedaroomonlineaweekago.IhavebookedadoubleroominthenameofAliceBaker.<<2.32.2.3Iftheguesthasareservation,requestforhis/herfullnameorthepassport/IDcardandretrievethereservationfromthesystem.

MayIhaveyourpassport,please?

MayIhaveyourname/lastname,please?

Couldyoutellmethenameofyourgroup?

Thankyou,MissNolan.Justamoment,please.I’llcheckourreservationrecord.

Thankyouforwaiting,Miss.Nolan.

Yes,wedohaveareservationforyou.2.2.4Iftheguestdoesnothaveareservationwiththehotel,proceedtocheckintheguestasawalk-in.

Couldyougivemeyournameplease,sir?

Doyouhaveanyroomsavailablefortonight?

Howmanypeoplearethereinyourparty?

Whatkindofroomwouldyoulike,sir?

Justamomentplease.I’llcheckifthereareanysinglesavailable…

Howmanynightswouldyouliketostay,Mr.Potter?2.2.5Inquireorreconfirmdetailsoftheaccommodation.Inquireorreconfirmguestpreferencesandroomrequirements.:Youhavebookedanon-smokingsingleroomfor2nights.Theroomrateis￥1,180Yuanpernight,includingonebreakfast.Isthatright?

01Youreservedanon-smokingdoubleroom.Isthatright?02<<2.3Ok,Miss.Nolan.Thisisyourregistrationform.Pleasecheckandsignyourname.Pleasesigntheregistrationform.2.2.6Registertheguest，printtheregistrationformandrequestforhis/hersignature.<<2.32.2.7Obtainamodeofpayment.Thedepositis￥4,000Yuan.Howwouldyouliketopayforyourdeposit?AMayIhaveyourcreditcard,please?B<<2.32.2.8CheckintheroomandencodethekeycardThisisyourroomcard.(Yourroomnumberis1018.)<<2.32.2.9Explainthehotelfacilities.

Herearetheroomkeysandthevouchersforyourbreakfast.Thebreakfastwillbeservedatthecoffeeshoponthefirstfloor.<<2.3Thebellboywillshowyoutoyourroomalongwithyourluggage.Wehopeyouwillenjoyyourstaywithus.02012.2.10Provideluggageassistanceandwishtheguestsapleasantstay.<<2.31TaskFulfillingClientHotelnameRoomtypeNightsDepositWayofpaymentBreakfasttime

SampleconversationsIdentifytheinformationafteryoulistentoeachoftheconversations:

3.1SampleconversationaboutaFITcheck-inwithreservation(R:Receptionist;G:Guest)R：Goodafternoon,ma’am.WelcometoShangri-LaHotel,Qingdao.HowmayIhelpyou?G：Yes,I’dliketocheck-in,please.R:Certainly,ma’am.Doyouhaveareservation?G:Yes,Ido.R：MayIhaveyourpassport,please?G:Hereyouare.R:(Takingthepassportwithbothhands)R：Thankyou,MissNolan.Justamoment,please.I’llcheckourreservationrecord.4.2>>4.3>>4.4>>4.5>>4.6>>

3.1SampleconversationaboutaFITcheck-inwithreservation(Afterawhile）R:Thankyouforwaiting.Miss.Nolan,Youhavebookedanon-smokingsingleroomfor2nights,theroomrateis￥1,180Yuanpernight,includingonebreakfast.Isthatright?G：That’sright.R：(Printingtheregistrationform)R:OK,Miss.Nolan.Thisisyourregistrationform.(Pointingoutroomrate,dateofarrivala&departure,roomtype)Pleasecheckandsignyourname.R：(Scanningtheguest’spassport)R：Thanks,MissNolan.Thedepositis￥4,000Yuan.Howwouldyouliketopayit?G:ByCreditCard.4.2>>4.3>>4.4>>4.5>>4.6>>

3.1SampleconversationaboutaFITcheck-inwithreservationR:MayIhaveyourcreditcard,please?G:Ofcourse.R：Miss.Nolan,I’llswipe￥4,000ofpre-authorizationasyourdeposit.Pleaseinputthepassword.G：Allright.R:Theamountofthetransactionis￥4,000Yuan.Pleasesignyournameonthecreditcardslip.G:Sure.R:Thanks,Miss.Nolan.Hereareyourcreditcard,creditcardslip,andpassport.Thisisyourroomcard.Thebreakfasttimeisfrom7:00a.m.to10:00a.m.attheWesternRestaurantonthesecondfloor.Thebellboywillshowyoutoyourroomalongwithyourluggage.G:That’sgood.Thankyou！R:Youarewelcome,MissNolan.Wehopeyouwillenjoyyourstaywithus.4.2>>4.3>>4.4>>4.5>>4.6>>

3.2Sampleconversationaboutcheckinginagroup(R:Receptionist;T:TourLeader)R:Goodevening,ladiesandgentlemen.Welcometoourhotel.Whoisthetourleader,please?T:Iam.MynameisTracyLee.I’dliketocheckinforourgroup.R:Doyouhaveareservation?T:Yes.TheHangzhouCITShasbooked10roomsforus.R:Couldyoutellmethenameofyourgroup?T:TheLondonTourGroup.R:Justamoment,please.Letmecheck...Yes,wehaveyourreservation.Youbooked8twinroomsand2juniorsuites.AmIcorrect?T:That’sright.Hereisthenamelistwithourgroupvisa.R:Thankyou.4.2>>4.3>>4.4>>4.5>>4.6>>3.2SampleconversationaboutcheckinginagroupR:(Printingtheregistrationform)R:MissLee,hereistheregistrationformforyourgroup.Pleasesignyournametoconfirm.T:OK.Bytheway,weneedamorningcallat6:00a.m.tomorrow.R:Amorningcallat6:00a.m.tomorrow.NoProblem.Herearetheroomkeysandthevouchersforyourbreakfast.Thebreakfastwillbeservedatthecoffeeshoponthefirstfloor.Thebellboyswilldeliveryourluggagetoyourroomsatonce.T:Good!Thankyouverymuch.R:Ifthere’sanythingyouneed,don’thesitatetoletusknow.4.2>>4.3>>4.4>>4.5>>4.6>>

3.3Sampleconversationaboutcheckinginawalking-inguest(R:Receptionist;G:Guest)R:Goodmorning.Welcometoourhotel.HowmayIhelpyou?G:Yes.Doyouhaveanyroomsavailablefortonight?R:Haveyoumadeareservation,sir?G:I’mafraidnot.R:Howmanypeoplearethereinyourparty?G:Two.MycolleagueandI.R:Whatkindofroomwouldyoulike,sir?G:I’dratherhavetwosingleswithabathineach.R:Justamomentplease.I’llcheckifthereareanysinglesavailable…Thanksforwaiting.Hereisoneonthesecondfloorandanotheronthethirdfloor.4.2>>4.3>>4.4>>4.5>>4.6>>

3.3Sampleconversationaboutcheckinginawalking-inguestG:Don’tyouhavetwoonthesamefloor?R:I’mafraidwehaven’t.G:What’sthepriceofasingleroom?R:It’s$100pernight,excludingbreakfast.G:OK,I’lltakeboth.R:Thankyou,sir.MayIhavethepassportsofbothofyours?G:Hereyouare.R:Howmanynightswouldyouliketostay,Mr.Potter?G:Onlytonight.(Printingtheregistrationform)R:Ok,Mr.Potter.Thisisyourregistrationform.Yourroomsare2singlesfor1night.Theroomrateis$100pernight,excludingbreakfast.Pleasecheckandsignyourname.4.2>>4.3>>4.4>>4.5>>4.6>>

3.3Sampleconversationaboutcheckinginawalking-inguestG：Allright.R:Howwouldyouliketopayforyourdeposit?Werequire$400.G:Incash.R:Thanks,Mr.Potter.Hereareyourdepositreceipt,passportsandroomcardsforRoom206and309.Thebreakfastisfrom6:00a.m.to10:00a.m.attheAsianRestaurantonthefirstfloor.Thebellboywillshowyoutoyourroomalongwithyourluggage.G:Thankyou！R:Mypleasure,Mr.Potter.Wehopeyouwillenjoyyourstaywithus.4.2>>4.3>>4.4>>4.5>>4.6>>1TaskReinforcement4.1RolePlays1MakeasituationalconversationaboutanFITcheck-inwithreservationClient:PeterBlackHotel:BlueMountainHotelRoomtype:asingleroomDates:May2ndto6thDailyrate:RMB978yuanMobilephonenumber:0061-2627359684.2>>4.3>>4.4>>4.5>>4.6>>4.1RolePlays2Makeasituationalconversationaboutagroupcheck-inClient:JackBrown,thetourleaderofabusinessgroupfromAmericaHotel:ShanghaiHotelNights:7Personmadereservation:ZhangQiang,atravelagentContactnumber:564877904.2>>4.3>>4.4>>4.5>>4.6>>4.1RolePlays3Makeasituationalconversationaboutcheckinginawalking-inguest.Client:AliceParkerandJanetBaker,withoutreservationHotel:GloryHotelRequest:TheywouldlikeaTWBfor2nightsDailyrate:RMB680yuanincluding2breakfasts4.2>>4.3>>4.4>>4.5>>4.6>>4.2Discussion1)Whatdoesareceptionistdo?2)Whenregisteringaguest,whataretheproceduresofregistration?3)Whatisthedifferencebetweenasingleguestcheckinginandatourgroupcheckingin?4)Whatdoyouthinkisthemostimportantqualityforareceptionistinahotel?Doyouhavethiskindofquality?5)WhydoFrontOfficestaffneedproblem-solvingskills?<<4.2<<4.3<<4.4<<4.1<<4.51TaskExtendingFITcheck-in01VIPcheck-in05Groupcheck-in02Latecheck-in045.1Differentsituationsofcheck-in:03Walk-inCheck-in5.15.25.2HowtoDealwiththeProblemofUnavailability?KeysentencesforreferenceI’llcheckifthereisadoubleroomavailable.Sorry,sir.Noneareavailableatthemoment.Butwedohaveasuitewithaverygoodviewofthecity.Sorry,ma’am,wehavenoroomsavailable.ButIwouldliketosuggestyouGoldPortHotel,wheretheymayhavearoom.I’mafraidthatallofourroomsarealreadyoccupiedtoday.Mostofourroomswerereservedinadvance.Wouldyoulikemetogetintouchwithsomewhereelseforyou?(Onthephone)Hi,thisisJordanfromBestHotel.Wehaveagroupherewhowantsasuite.Iwaswonderingifyouhaveanyroomsavailable.Youdo?That’sgreat.Couldyouholditforme?Letmetalktotheguest.Wehaveasuiteopenfortomorrow.1ProfessionalAdvancement

6.1ReferringtotheOperaChart,LearntheTermsofHouseStatus.TotalHotelRooms