酒店英语 课件 英文 Project1.4 Check-in

Project4Check-in01WordsandExpressions02UsefulExpressions03StandardOperationProcedures04Dialogues05Practicecontents行业PPT模板/hangye/06SupplementaryReadingWordsandExpressionsregistrationform 住宿登记表confirmation v.确认receipt n. 收据extend v. 延伸；伸展accordingto 根据payment n. 支付creditcard 信用卡pre-authorizationn. 预授权deposit n. 押金vacant adj. 空的including prep. 包括require v. 需要；要求reward n. 奖励discount n. 折扣voucher n. 券；收据membership n. 会员point n. 得分；积分redeem v. 赎回；兑换benefit n. 利益；好处enroll v. 登记；注册passport n. 护照nationality n. 国籍cash n. 现金restaurant n. 餐厅UsefulExpressions1.Goodmorning,sir.MayIhelpyou?2.Goodafternoon,Madame.WhatcanIdoforyou?3.MayIhaveyourname,please?4.Doyouhaveareservation,please?5.Doyouhaveaconfirmationofyourreservation,please?6.Justaminute,please.Iwillcheckourreservationrecord/system.7.Howlongwillyoubestaying,please?8.Whenwillyoubeleaving,please?9.Couldyoupleasesignthisregistrationform?10.Pleasehaveacheckandsignatthebottomifitiscorrect.11.Hereareyourreceiptandroomcard.12.Pleasedon'tforgettokeepyourkeycardwithyou.UsefulExpressions13.Pleaseremembertoreturnthekeycardbeforeyouleavethehotel.14.YourRoom216isonthesecondfloor.15.You'llbestayinginRoom216onthesecondfloor.16.Howwouldyouliketomakethepayment?17.Howwillyoubepaying,please?18.Thebellmanwillshowyouuptoyourroomwithyourbaggage.19.Howlongwouldyouliketoextendyourstay?20.Howmanyextranightswouldyoulike?21.Wehopeyouwillenjoyyourstaywithus.3.StandardOperationProceduresofCheckinginaCashonlyGuest1.TheCashOnlystatusreferstoguestschoosingtosettletheiraccountwithcashandwhohavenotleftacreditcardimprintasanalternativemethodofpaymentorformofguaranteeofpayment.2.Ifaguestindicatesduringcheck-inthattheywishtosettletheiraccountwithcash,theGSA(GuestServiceAgent)canalsorequestacreditcardfromtheguestasaformofguarantee,andinformtheguestthattheycanstillpaycashupondeparture.3.Iftheguestdoesnothaveacreditcardoranyothermethodofguarantee,theymustbeaskedforthefullpaymentoftheirroomchargesaspertheirnumberofnightsbookedincash,plus50%oftheroomrateperdaytocoverincidentalssuchasminibarandphonecalls.Anybalanceremainingonthedeparturedaymustberefundedduringcheck-out.4.Thecashreceivedmustbepostedtotheguestaccountandareceiptgiventotheguest.Theguestmustbeinformedthattheywillnotbeabletochargeitemsandservicestotheirroomandthattheymustpaycashondeliveryofeachservicerequestedinthehotel,unlessalargecashdepositisplaced.5.AddaTracetotheguestfolio,andwriteontheregistrationcardCashOnly.Uponcheck-out,theGSAcantheneasilyidentifyhowtheguestwillsettletheiraccount.6.Atthebeginningofeachshift,theshiftleadermustprintaHighBalanceReport,toensurethattheaccountbalancesofCashOnlyguestsarestillincredit.7.Whenthedepositisfullyconsumed,theguestmustberequestedtoprovideafurtherdeposittocoverthechargesfortherestoftheirstay.8.AnyissuesmustbereferredtotheGuestServiceManager,FrontOfficeManagerorCreditManager.3.StandardOperationProceduresofCheckinginaCashonlyGuestScene1:RegisteringaGuestWhoHasaReservationR:Goodafternoon,sir.WelcometoInterContinentalHangzhou.WhatcanIdoforyou?G:Yes.Ihaveareservationwithyou.R:Inwhosenamewasthereservationmade,please?G:JohnSmith.R:Waitaminuteplease,Mr.Smith.I'll...Yes,wehavethereservationunderthename.MayI,Mr.Smith?G:Hereyouare.R:Thankyou.,youhavebookedadeluxeroomwithking-sizebedfromMarch15to18forthreenights.Andtheroomrateis1500Yuanpernight.Isthatright?G:Yes,that'sright.R:Howwouldyouliketo,Mr.Smith?G:Bycreditcard,please.Hereitis.R：ReceptionistG：Guestmakethepayment下一页checkthereservationrecordhaveyourpassportAccordingtoourrecordincludingbreakfastScene1:RegisteringaGuestWhoHasaReservationR:Thankyou,Mr.Smith.Iwillmakeacreditcardpre-authorizationof7000Yuanasdeposit,isthatallright?G:Noproblem.R:Hereisyour.Pleasehaveacheckandifitiscorrect.(Mr.Smithsignstheregistrationformandhandsitbacktothereceptionist.)R:Thankyou,Mr.Smith.Hereisyourpassportandyourcreditcard.Yourroomisonthe8thfloorandthisisyourroomnumber.Hereisyourroomcardandthebellboywillshowyoutoyourroom.G:Thankyou.R:You'rewelcome,Mr.Smith.Hopeyou'llenjoyyourstaywithus.R：ReceptionistG：Guestregistrationform上一页signatthebottomScene2:RegisteringaWalk-inGuestR:Goodevening,sir.WelcometoHangzhouXinQiaoHotel.MayIhelpyou?G:Goodevening.I'dliketohavearoomfortonight.R:Doyouhaveareservation,sir?G:No,Idon't.Doyouhaveanyinyourhotel?R:Yes,wehave.Whatkindofroom?G:Adeluxeroom,please.Howmuchisadeluxeroomforonenight?R:Therateforadeluxeroomis800Yuanpernightincludingbreakfast.G:Isthereanyyoucanofferme?R:Youcanenrollourmembershipprogram.Forthat,youwilloftheroomrateandafreevoucherofourwelcomedrink.Youcanalsoinourhotel.Thepointscanberedeemedforfreenightsorotherbenefits.R：ReceptionistG：Guest下一页vacantroomsdoyourequirespecialpackagehave5%discountearnpointsforallyourexpensesScene2:RegisteringaWalk-inGuestG:Thatsoundsgood.Justgivemeadeluxeroomandforme,please.R:Sure.MayIhaveyourpassportandyouremailaddressplease,sir?G:Hereismypassportandmybusinesscard.Youcanfindalltheinformationyouneedonit.R:Thankyou,Mr.Wilson.Andwouldyoulikeasmokingornon-smokingroom?G:Non-smoking,please.R:Howwillyoubepaying,bycreditcardorincash?G:Incash,please.R:Mr.Wilson,thisisyourregistrationform.Pleasehaveitcheckedandsignedifeverythingiscorrect.Andplease.(Mr.Wilsonsignstheregistrationformaftercheckingandgives1500Yuantothereceptionist.)R：ReceptionistG：Guestenrollthemembership上一页pay1500YuanasdepositScene2:RegisteringaWalk-inGuestR:Thankyouverymuch,Mr.Wilson.Hereisyourpassportandyourroomcard.Yourroomisonthe20thfloor.Ourbellboywillshowyoutoyourroom.AndyoucanhavebreakfastatourAromasRestauranttomorrowmorning.Itisonthesecondfloorandopensfrom6:30to10:00.G:Thankyou.Onemorething,IwillbeleavingHangzhouaround1:00p.m.tomorrow.CanIatthattime?R:Noproblem,Mr.Wilson.Asamemberofourloyaltyprogram,youcanlatecheckouttill2:00pm.G:Thatwouldbefine,thanks.R:Youarewelcome.Hopeyouhaveanicestayatourhotel.R：ReceptionistG：Guestlatecheckout上一页PracticeGuest:You'dlikeasuperiorroomfortonight.Youhavenoreservation.Receptionist:It's9:00intheevening.Afterchecking,youcanlettheguesthaveasuperiorroomforonenight.Theroomrateis$120includingbreakfast.Thebellmanwillshowtheguestuptohisroom.Task1Makeupconversationsaccordingtotheinformationprovidedbelow:PracticeGuest:YournameisJohnMiller.Youandyourwifemadeareservationforadoubleroomforoneweek.Nowyouaregoingtocheckin.Receptionist:It's2:00p.m.Youaregoingtoregisterthecouplewithreservation.Task2SupplementaryReadingFrontDeskService前台服务Registerandroomallarrivalsaccordingtoestablishedprocedures.根据既定程序为所有到达的客人登记入住并安排房间。Maintaincomprehensiveknowledgeofdepartmentalstandardsandprocedures.熟知部门的标准和程序。Performcheck-in,check-outandroomchangeproceduresandensurealldataareenteredcompletelyintothehotelsystemsinaccordancewithreservation.执行入住登记、退房结账和换房程序，并确保依照预订将所有的数据资料完整地输入酒店系统。Maintaincashierfloatandensureaccuratedailyreportofallmoneyreceived.保持收银现金流动并确保日报表所有收入准确入账。ServiceContents服务内容Cashhotelguest'straveler'schecksandassistwithcurrencyexchange.为酒店客人兑现旅行支票并协助兑换外币。Keepabreastofallmodificationstoaccountingpoliciesandprocedures.适时了解财务政策和程序的更新。Responsibleandattendtoguest'srequestofusingtheserviceofsafetyboxatalltime.负责并随时满足客人使用保险箱的需求。Knowledgeableofallspecialpromotionprocedures,forprogramssuchas;SeasonalPackages,Loyaltyprograms,etc.了解所有的促销的内容和程序，如；季节促销价、忠诚常客计划等。Attendtoguest'scomplaints,inquiriesandrequests,referproblemstosupervisor/AssistantManagerifhe/sheunabletoassist.处理客人的投诉、咨询和要求，在自己无法处理时，及时向主管或大堂副理反映。Performtheauditbalancesandprepareallworksforauditinanorderlyfashion.进行平账并整理所有账目以便日审审计。ServiceStandards服务标准Whenonnightshift,checknightreport,preparethemorningreportandprepareallnecessaryformsfortheguestarrival.当值夜班时，检查夜报、准备晨报，并为客人入住准备必要的单据表格。Maintaincomprehensiveknowledgeofstandardreservationproceduresincludingcorrectformstouse,howtoreade-mail,messages,andhowtointerpretavailabilitysourceswithinthereservationsystems.熟知标准预订程序，包括使用正确的表格，阅读邮件和信息，以及解读预订系统中可卖房信息。Approachingguestswillbeacknowledgedatoncewithasmile,eye-contactandanappropriatehospitalitygreeting.遇到客人立即微笑，保持目光接触并礼貌地问候。Undividedattentionwillbegivenwhenservicingtheguest.全身心地为客人提供服务。ServiceStandards服务标准Theguest'snameshouldalwaysbeusedwhenknown.尽量称呼客人姓名。Registrationwillbefriendlyandefficient.友好、迅速地为客人登记。Asuitableroomwillbeallocatedaccordingtotheguest'spreferences.根据客人喜好分配客房。Aroomwillbeallocatedinadvanceifaspecialrequestwasmadeinthereservation,oriftheguest'spreferenceisnotedintheguestprofile.对于预定时有特殊要求或客史中有特殊喜好的客人要预先分房。Closeattentionwillbegiventoanyinformationindicatingiftheguestisonaspecialstatus,suchasV.I.P.,ReturnGuest,orMemberoftheLoyaltyProgram.特别关注特殊身份的客人，如贵宾、回头客人和忠诚常客计划会员。Paymentsofbillsandcheck-outwillbedoneinafriendlyandefficientway.账务服务和结账服务应以友好、高效的方式完成。ServiceStandards服务标准GuestswhoarenotmembersoftheLoyaltyProgramwillbeaskedandencouragedtobecomemembers,andallbenefitswillbeexplained.鼓励那些非忠诚常客计划的客人加入会员