酒店英语 课件全套 英文 周寒琼 Chapter 1 Front Office -Chapter 4 Recreation

Chapter1FrontOfficeAnOverviewofHotelIndustry

Theterm‘hospitality’referstothecordialandgenerousreceptionandentertainmentofguestsorstrangers,eithersociallyorcommercially.Withthehospitalityindustryearningsubstantialforeignexchangeandgeneratingemploymentforthepeopleacrossthecountry,ithasgainedpopularityasaprofessionandthispopularityisexpectedtoincreaseinthefuture.行业PPT模板/hangye/OrientationofHotelIndustryInancienttimes,travelersreliedonroadsidehomesformeals.Latertravelers,mostlypilgrims,werecaredforintemplesormonasteries.Thefirstpassenger-carryingstagecoachstartedoperatinginEnglandin1658.Thiswasthetimewheninnsstartedmushroomingalongtherouteofthestagecoach.Intheearly1700s,theaccommodationsavailableintheformofinnsandrestroomswerecrude,butofferedthebasicnecessitiesoffood,shelter,meetingspace,andsecurity.Soon,moredemandandcompetitionledtothegrowthofmotelsandhotels.ThefirstbuildingespeciallydesignedasahotelwastheCityHotelinNewYork.Ahotelmaybedefinedasaplacethatoffersaccommodation,food,andbeveragesatacostthatenablesittomakeaprofit.TheConciseOxfordDictionarydefinesahotelasa‘houseforaccommodationofpayingtravelers,etc..AccordingtotheWebster’sDictionary(1978),‘abuildingorinstitutionprovidinglodging,mealsandserviceforthepeople’istermedahotel.ClassificationofHotelsClassifyinghotelsintodifferenttypesisnotaneasytask.Thisindustryissodiversethatmanyhotelsdonotfitintoasinglewell-definedcategory.Hotelscanbeclassifiedinvariousways,basedonthecriteriaforclassification.Thesecriteriacouldbe:LocationTargetmarketSizeofpropertyLevelofserviceLengthofstayThemesBasedonLocationTheclassificationofhotelsonthebasisoftheirlocationisdiscussedhere.City-center/downtownhotelsSuburbanhotelsMotelsAirporthotelsResorthotelsFloatels(floatinghotels)BasedonTargetMarketTheclassificationofhotelsonthebasisoftheirtargetmarketisdiscussedinthissection.CommercialhotelsConventionhotelsResorthotelsSuitehotelsB&BhotelsTimesharesServiceapartments/corporateLodgingsBasedonBasedonSizeofPropertySmallhotels

Hotelswithlessthan300roomsare

consideredsmall.Medium-sizedhotelsHotelswith300-600roomsaretermed

medium-sized.Largehotels

Hotelswith600-1,000roomsarecalled

largehotels.Megahotels

Hotelswithmorethan1,000roomsare

calledmegahotels.Basedon

LevelofServiceHotelsmaybeclassifiedintoeconomy,mid-scale,andluxuryhotelsonthebasisofthelevelofservicestheyoffer.Economy/budgethotelsMid-scale/mid-markethotelsLuxuryhotelsBasedon

LevelofServiceHotelsmaybeclassifiedintoeconomy,mid-scale,andluxuryhotelsonthebasisofthelevelofservicestheyoffer.Economy/budgethotelsMid-scale/mid-markethotelsLuxuryhotelsBasedon

LengthofStayBasedonHotelsmaybeclassifiedintotransient,residential,andsemi-residentialhotels,dependingupontheperiodforwhichaguestcanstay.BasedonThemeDependingonthetheme,hotelsmaybeclassifiedintoecotels,boutiquehotels,spahotels,andsoon.OrientationofFrontOfficeRoleofFrontOfficeFrontoffice(FO)employeesaretheheartofthehospitalityproperty.FrontDeskisthefirstplacepeoplewillgoiftheyhavequestionsorconcerns.Assuch,FOemployeesneedtobeespeciallyawareofaguest’sactivitiesduringguest’sstay.Stage1:Pre-arrivalDuringthisstagetheguestchoosesthehotel.Thisdecisionisinfluencedbythelocation,marketing,wordofmouth,andpastexperiences.TheReservationsAgentisthefirstpersonal“touch”thehotelmakeswithaguest;thisstartstheprocessoftheguestcycle.AReservationAgent'smainresponsibilityistomakesurearoomwillbeavailablewhentheguestarrives.Theymayalsogatherextrainformationabouttheguest'sneedstohelpprovidemorepersonalizedserviceduringtheirstay.Stage2:ArrivalTheguestregisters(checksin)andisassignedaroomwhentheyarrive.Thisisanimportanttimefortherelationshipwiththeguests.Thismaybetheirfirstimpressionofthehotel.Iftheydon’thavearoomreserved,it'sanopportunityforthefrontdeskreceptionisttosellaroomforthehotel.Theregistrationprocessiscompletedwhenamethodofpayment,informationoftheguestandtheguest'sdeparturedatehavebeenconfirmed.Stage3:OccupancyWhentheguestchecksintotheroom,theoccupancystageoftheguestcyclebegins.Whiletheguestisstayingatthehotel,therewillbemanytimestheFrontOfficestaffwillgiveservice.Asamajorcontactcenterforthehotel,FrontOfficeprovidesinformationorsupplies,givedirections,contacthousekeepingtoservicearoom,recommendactivitiesandrestaurants,andpostguestcharges…Theserviceneedstobeprompt,courteousandaccurate.Stage4:DepartureTheguestvacatestheroomduringthedeparturestage.Again,theFrontOfficebecomestheprimarypointofservice.Checkingthevisitorsout,ensuringtheyenjoyedtheirstay,settlingtheiraccountandhelpingthemgetontheirwayquicklyarejustafewoftheservicesFrontOfficeneedstoensuregosmoothly.TheHotelRoomsTypicalRoomTypes:SingleRoom 单人房DoubleRoom 大床房（withKing-size/Queen-sizebed）TwinRoom 双床房（StandardRoom）SuperiorRoom 高级房DeluxeRoom 豪华房ConnectingRoom 连通房SeniorSuite 高级套房BusinessSuite 商务套房DeluxeSuite 豪华套房DuplexSuite 复式套房ExecutiveRoom 行政房ExecutiveSuite 行政套房PresidentialSuite 总统套房SectionsandtheresponsibilitiesGuestServiceCenter

TheGuestServiceCenterismannedbyfriendly,efficientandmultilingualGuestServiceAgents,servicingallinternalandexternalcallswithasmileintheirvoices.Wheneverknown,callers’andguests’nameswillbeusedandcloseattentionwillbegiventousepolitephraseswithclearlyproperEnglish/Chinesewhencommunicatingandconnectingcalls,andacknowledgingandrespondingproperlytocallers.Everyeffortwillbemadetopatientlyassistcallerswhoareuncertainofwhatdepartmenttotalktoregardingtheirissue.SectionsandtheresponsibilitiesSpeciallytrainedGuestServiceAgentshandlepersonalguestservicecalls,fromrequestsforlatecheck-outtoextratowels,makingitmoreconvenientforgueststohaveonlyonepointofservicecontact.Everyguestroomhasaspeed-buttononthetelephonefordirectaccesstoGuestServiceCenter,whowillimmediatelyandefficientlyexpeditetherequestswiththehelpfromrelevantdepartmentsandpersonallyfollowupthattherequesthasbeenmettotheguest’sfullsatisfaction.SectionsandtheresponsibilitiesAllcommentsandrequestswillbeloggedandusedtocontinuouslyimprovevariousareas,aftersortingandanalyzingthegatheredinformation.TheGuestServiceAgentwilltakepersonalresponsibilitytorespondtoanyotherrequestaguestmighthave.ToassisttheGuestServiceAgenttoalwaysuseguestnames,thedisplayontheconsolesintheGuestServiceCenterwillshowtheguest’snamewhencallingfromaguestroom.SectionsandtheresponsibilitiesConciergeServicesTheConciergeisthemaininformationCenterofthehotel,wherenothingisimpossible.Guests’questionsandrequestswillbehandledinafriendly,courteousandefficientwayandnorequestwillbetoobigortoosmalltoreceivetheutmostattention.Itisalsotheplacewhereguestcangotojusthaveachatwhilewaitingforataxiorbeforeretiringfortheevening.SectionsandtheresponsibilitiesTheDoormanmeetsandwelcomesguestsoutsidetheentranceandassistarrivinggueststothedirectionforparkingwhendebarkingfromthevehicle.ABellmanwilltaketheguest’sluggageandgiveescorttotheFrontDesk,usingtheguest’snameifknow.TheBellmanwilltrytofindtheguest’snameontheluggagetagsontheguest’ssuitcasesandintroducethenametoFrontDeskstaff.Afterregistration,theBellmanbringstheguest’sluggagetotheallocatedroom,placesthesuitcasewiththecorrectsideupontheluggagerack.WhentheluggageisarrangedtheBellmanwillleavetheroomwithoutdelay,wishingtheguestapleasantstay.Wheninthelobby,theBellmanassistsguestswithquestionsandrequests,andtakespersonalresponsibilitytofindanswersandmeettherequests.SectionsandtheresponsibilitiesFrontDeskServiceGiveagoodfirstimpressiontoanarrivingguest,meetandanticipatetheneedsoftheguestinanefficientandprofessionalmanner.Allguestswillbewelcomedwithawarmsmile,eyecontactandanappropriatehospitalitygreetingwhenapproachingtheFrontDesk.Theguestswillbegivenundividedattentionandtheregistrationwillbefriendly,courteousandefficient.Asuitableroomwillbeselectedaccordingtotheguest’spreference.Departingguestswillenjoyasmoothandefficientcheck-out.SectionsandtheresponsibilitiesFrontDeskServiceReturningguests,membersoftheloyaltyprogramwillbegivenspecialrecognition.AllReceptionassociateswillworkcloselywithrelateddepartments,inapositive,understandingandprofessionalway.SectionsandtheresponsibilitiesExecutiveClubFloorServicesGuestsontheExecutiveClubFloorswillenjoyenhancedconveniences,comfortandprivacy,withextendedroomitemsandamenities.PersonalizedButlerServicewillensurethatallrequestsaremetbypersonalandprivate,outstandingserviceandattention.SectionsandtheresponsibilitiesBusinessCenterServiceTheBusinessCenteroffersacomprehensiverangeofservicesandassistancewithinformationaboutthelocalbusinesscommunity.TheBusinessCenterAgentswillbestrongintheEnglishlanguage,toassistoverseasguestswithtranslationsandotherbusiness-relatedrequests,andfullyknowledgeableofrelevantsoftwareandequipment.Privateworkstationsandofficescanberentedbythehour.TheBusinessCenterservicesareofferedtobothhotelguestsandnon-residentswiththesame,highprofessionalism.Project1Operator01WordsandExpressions02UsefulExpressions03StandardOperationProcedures04Dialogues05Practicecontents行业PPT模板/hangye/06SupplementaryReadingWordsandExpressionsputthrough

接通（电话）areacode

区号complete

adj.

完整的inform

v.

通知information n.

信息responsen.回复；回应contact

v.

联系；接触pass

v.传递message

n.

信息assoonaspossible

尽快banquet n.

宴会hall

n.大厅mobilephone

移动电话；手机correct adj.正确的flight n. 航班awakenv.唤醒conversationn.对话poweroff 关机transfer v.转移；调动UsefulExpressions1.Couldyouholdonforjustoneminuteplease,sir?

2.CouldyouwaitamomentwhileIputyouthrough,Madame?3.Justamoment,please.

4.MayIhavetheareacodeandthephonenumber,please?5.I'llputyouthrough.6.I'mputtingyouthroughnow.7.You'rethrough.8.CanIhaveyournameplease,sir?9.Couldyougivemeyourtelephonenumber,please?10.Whatistheguest'sname,please?11.Couldyoutellmetheguest'sroomnumber,please?UsefulExpressions12.I'mafraidMr.Chenisatameetingnow.13.I'llaskMrs.Chentoreturnyourcall.14.I'mafraidthere'snoresponse.15.ItriedtocontactMr.SmithinRoom1201,buthewasout.16.CanItakeamessage,please?17.Wouldyouliketoleaveamessage?18.Isthatthecompletemessage?19.I'llpassyourmessagetoMr.Smith,sir.20.I'llmakesurehegetsthemessage.21.Wewillinformhimassoonaspossiblewhenhecomesback.22.Atwhattimeshallwecallyou?StandardOperationProceduresofConnectingCallstoGuestroom1.Beforeconnectingcallertoaguestroom,theGuestServiceCenterassociateshallverifytheguestname,“Certainly,Sir/Madam.MayIhavetheguest'sname,please?”2.Ifthenamecorrespondswiththeroomnumberrequested,thecallshallbeputthroughbyannouncing,“Thankyou,Iamconnectingyounow,Sir/Madam”.3.IfthecallerisNOTidentified,kindlyadvicetheguestbysaying,“IamsorrySir/Madam,wehavenorecordofthisguestbeingregisteredwithus.”StandardOperationProceduresofConnectingCallstoGuestroom4.Ifthenamedoesnotcorrespondortheroomnumbercannotbestatedcorrectly,informthecallerthatthereisnoguestwiththatnameintheroomrequested.5.Associateshallshieldtheincomingcallsforthoseguestswhorequesttodoso.Scene1:TransferringaCallandTakingaMessageO:Goodafternoon,IndigoShanghai.HowmayIhelpyou?G:Yes,canyoutoroom2201,please?O:MayIhavetheguest'sname,please?G:AliceWang.(Aftercheckingthesystem)O:Certainly,sir.Couldyouwaitasecondwhile?(30secondslater.)O:Sorry,sir.I'mafraid.Wouldyouliketoorforher?G:Thankyou.Justtellherthatofthishotel.O:Sure.MayIhaveyournameplease,sir?O：OperatorG：GuestputmethroughIputyouthroughthereisnoresponsecallbacklaterleaveamessagethedinnerpartytonightwillbeheldat6:00pmatthebanquethall下一页Scene1:TransferringaCallandTakingaMessageO：OperatorG：GuestG:Yes,it'sTomLee.O:Wouldyoulikemetogiveheryourtelephonenumber,sosheifnecessary?G:Yes,pleasetellhertocallmyandthatIforgottotakemymobilephonewithmetoday.O:Noproblem.Your.Youforgottotakethemobilephonewithyoutodayandyouwanttotellherthatthedinnerpartytonightwillbeheldat6:00pmatthebanquethallofourhotel.Isthatcorrect,Mr.Lee?G:Yes,that'sright.O:I'llmakesureshegetsthemessage.Thankyouforcalling,Mr.Lee.IsthereanythingelseIcandoforyou?G:No,thankyou.Bye.O:Goodbye,Mr.Lee.Haveaniceday.canringyoubackofficenumber86090915officenumberis86090915上一页Scene2:Wake-upCallO:Goodevening,GuestServiceCenter.Mirandaspeaking.HowmayIhelpyou?G:Yes,I'dliketoasIwillhaveanearlyflighttocatch.O:Certainly,sir.Atwhattimewouldyoulikeus,please?G:At.O:Yes,sir.Wewillcallyouat5o'clocktomorrowmorningand.Wouldyoulike ?G:Yes,please.That'sbetter.O:AnythingelseIcandoforyou,sir?G:No,thanks.Goodbye.O:Youarewelcomeandhaveagoodnight.O：OperatorG：Guestbeawakenedtomorrowmorningcallyouup5o'clocksharp

yourroomnumberis1101

a

secondcalltenminuteslater

Scene3:ProvideCityInformationforGuestwithaReservationO:Goodevening.SheratonBeijing.Operatorspeaking.HowmayIhelpyou?G:Goodevening.IwilltoBeijingnextweekandIhavemadeareservationatyourhotel.AsIwillspendthewholeweekinBeijingbutIhaveneverbeentoBeijingbefore,couldyouforme,please?O:Certainly,sir.TheForbiddenCityisoneofthegreatestmonumentsonearthandyoucanexperienceChina'sgloriouspastatfirsthand.AndtheTempleofHeavenisreligiousarchitectureoccupyingahugesite.Ifyoucanaffordawholedayforsightseeing,theGreatWall.ThereisafamousChinesesaying:“.”O：OperatorG：GuestbeonbusinesstriprecommendsomeplacesofinterestsagreatexampleofisreallyworthvisitingHewhodoesnotreachtheGreatWallisnotatrueman下一页Scene3:ProvideCityInformationforGuestwithaReservationG:Great!ThenwherecanIgoshoppingandwhatifIwanttobuysomeartsandcrafts?O:Forshopping,youcanvisitdozensofatWangfujingStreet.IfyouareinterestedintraditionalChineseartsandcrafts,Liulichangistheperfectplaceforyou.G:Thankyoufortheinformation.Thatwouldbeveryhelpfulforme.O:Youaremorethanwelcome,sir.Lookingforwardtoyourcoming.O：OperatorG：Guesttop-classdepartmentstores上一页PracticeMakeupconversationsaccordingtotheinformationprovidedbelow:YouareanoperatorinHualuxeHotel.YoureceiveaphonefromMissJenniferZhang'sfriend.JenniferZhanghappensnottobeinthehotelandhermobilephoneispoweredoff.YouaskthecallerifhewantstoleaveamessageforMissZhangwithhisphonenumbersothatMissZhangcancallhimbackwhenshereturns.Task2Oneoftheguestsasksforawake-upcalltomorrow.Haveaconversationbetweenoperatorandtheguestwiththeinformationgivenbelow.Guest'sName:JenniferZhaoRoomnumber:1616Request:Amorningcallat6:00a.m.Arrangement:Leavethehotelat6:30tomorrowmorningandflytoHongKong.Ataxiisneeded.Task1Operator总机ServiceContent服务内容Answerandconnectincomingcallstoguests,outletsandadministration.接听来电并转接给客人、各服务岗点及行政部门。Respondtocallsfromguestsusingspeed-buttoninguestrooms.回应客房快捷服务电话。Providehotelinformationtocallersandguestswhenrequired.如有需要，为来电者及客人提供酒店信息。Wake-upcallservice.叫醒服务。Assistguestswiththehotel'svoicemailsystem.协助客人使用饭店的语音留言系统。Handleroom-to-roomcalls.处理房间与房间之间的电话。Takein-roomdiningbookings.接受送餐服务的预订。AssistwithInternetconnectivityrelatedenquiries.协助处理互联网连接的相关问题。Handleguestrequestsforlatecheck-outsandearlycheck-ins.处理客人延迟退房和提前入住的要求。Delivermessages.发送信息。Dispatchanddeliveritemsrequestedbyguestrooms.派送住客要求的物品。Coordinatelaundry/valetpick-up/shoespolish.协调洗衣/收取衣物/擦鞋服务。Coordinatelaundrydelivery,pressing,mendinganddrycleaning.协调送衣、熨烫、缝补和干洗。Coordinateluggagepickingupanddelivering.协调行李的收取和发送。MakeroomreservationsafterReservationSectionworkinghours.在预订部下班后，完成房间预订工作。DispatchEngineeringstafftoguestrooms.派遣工程人员到客房维修。Callbackgueststoensureguestsatisfactionwithinacceptabletimeframe.在规定时间内回电给客人以确保客人满意。Assistwithanyotherissues,questionsorrequestswhichmightoccur.协助处理可能发生的其他事件、问题或要求。ServiceStandards服务标准Allcallswillbeansweredwithinthreerings.所有电话应在三声铃响之内接听。Wheneverknow,callers'andguests'namesshouldbeused.只要知道，都应该使用来电者和客人的姓名称呼。Allcallsshouldbeconnectedtotherequestedextensionorguestroomwithoutdelay.所有电话要正确高效地转接到来电者所要求的分机或房间。Callersshouldbeofferedtoleaveamessageifthelineisbusyorthereisnoanswer.如电话占线或无人接听，要及时为客人提供留言服务。Requestsforwake-upcallswillbehandledpromptly,withallinformationrepeatedbacktotheguest,toensurecorrectwake-uptime.迅速地处理叫醒电话，并复述所有信息，以确保正确的叫醒时间。Detailedinformationandassistancewillbegivenaboutthehotel'svoicemailsystemwhenrequested.如有需要，提供酒店语音留言系统的详细信息和帮助。Conversationswillbefriendly,courteousandefficient.对客交谈应友好、礼貌、高效。ServiceStandards服务标准AllGuestServiceAgentswillhaveagoodcommandofEnglishandallrequestswillberepeatedbacktoensurecorrectandefficientresponse.所有的前厅接待员要求具备较好的英文水平，以便能够正确有效地回复客人的要求。Up-to-dateknowledgeofallhotelservices,opening-hoursofoutletsandenvironmentalinformationarealwaysmaintained,toensurecorrectinformationandassistanceatalltime.随时更新酒店服务项目和各部门的营业时间以及其他周边信息，确保任何时候为客人提供正确信息和帮助。Allrequestsareforwardedtothepointsofcontactintherespectiverelevantdepartmentswithoutdelay.所有要求应立即转给相关部门。Allrequestsareproperlyloggedandfolloweduptoconfirmtherequesthasbeenmettotheguest'ssatisfaction.正确记录客人的所有要求并跟进服务，确保最大限度地满足客人的要求。TheGuestServiceCenterAgentwilltakepersonalresponsibilitytoansweranyguestquestionsandrespondtoanyrequesttheguestmighthave.宾客服务员工将负责处理客人的任何问题并回应客人的任何要求。Thankyou谢谢Project2Reservation01WordsandExpressions02UsefulExpressions03StandardOperationProcedures04Dialogues05Practicecontents行业PPT模板/hangye/06SupplementaryReadingWordsandExpressionshospitality n.

款待；好客cordial adj.热情有好的substantial adj.大量的；可观的popularity n.普及；流行category n.种类；范畴criteria n.标准；尺度singleroom 单人间doubleroom 大床间superiorroom 高级间deluxesuite 豪华套房executivesuit行政套房availableadj.可获得的;有空的confirm v.确定；确认guarantee v.确保；担保directly adv. 直接地reserve v. 预订request n. 要求；请求view n. 景色peakseason 旺季creditcard n. 信用卡expense n. 费用prefer v.更喜欢；宁愿airportpickupservice接机服务postpone v. 延迟fortunatelyadv. 幸运地period

n.期间；时期bottom n. 底部luxury adj. 豪华的exquisiteadj.精致的；精美的opulent adj.极富有的；富丽堂皇的experiencen.经历；经验；体验impressionn. 印象responsibilityn. 责任gather v. 收集personalized adj. 个性化的assign v. 分配opportunity n. 机会confirm v. 确认occupancy n.占有；居住；使用major adj.主要的；较多的recommend v. 推荐prompt adj. 迅速的courteousadj. 有礼貌的accurate adj.准确的；精准的vacate v. 空出primary adj.主要的；基本的smoothlyadv.平稳地；顺利地section n. 部门；部分WordsandExpressionsUsefulExpressions1.Whatkindofroomwouldyouliketohave?2.Doyouprefersmokingornon-smokingrooms?3.Forwhichdates?4.Howlongdoyouplantostay?5.Isitjustfortonight?6.Wehaveasingleroomavailableforthosenights.7.WecanconfirmadoubleroomforJune16andJune17.8.Unfortunately,we'vefullybookedfordeluxesuites,butIcanbookyousuperiorrooms.9.Canwefindyouaroominanotherhotel?10.Sorry,wewon'tbeabletoguaranteeyouasuperiorroomforJune1.UsefulExpressions10.Sorry,wewon'tbeabletoguaranteeyouasuperiorroomforJune1.11.CouldItakeyourname,please?12.MayIknowyourphonenumber,please?13.Who'sthereservationfor?14.MayIhaveyouremailaddress,please?15.JustcontactmedirectlyandIwillpayalltheexpensesinyourhotelforher.3.StandardOperationProceduresofRoomReservations1.Answerthephonecorrectly,usingthestandardgreeting.2.AccesstothePMSguestprofiletocheckifguestisareturnguestornot.3.Askifthecallerisamemberoftheloyaltyprogram,orifhehasstayedwithusbefore.Incaseofreturnguest,obtainguestnameandcheckguestprofileforpreviousrate.(Incaseofreturnguestbooking,besuretoconfirmtelephonenumbercontactisstillvalid).4.Forallrepeatbusiness,makethebookingbyusingtheexistingGuestProfile,ratherthancreatinganewone.Confirmallinformationiscorrectinprofile.5.Assoonastheguestnameisknown,addresstheguestbynameasmuchaspossible.StandardOperationProceduresofRoomReservations6.Identifytheroomtypeanddaterequired,andcheckavailabilityinthePMS.7.Whererequestedroomisavailable,quoteappropriaterateandaskguest'MayIbookthatforyou?'(Ifroomtypeisnotavailable,refertoprocedurerecheckingavailability).8.UponagreementfromtheguestobtainthefollowinginformationandkeyinthePMS:Guestname(checkspellingofsurnameandfirstname)ContactnumberCompanyname/addressincaseofcorporatebookingStandardOperationProceduresofRoomReservationsPaymentmethod(ifcompanyisonchargeback,checkthecreditfacilitiesofthecompanyhasbeenestablished,andadvisecallerthatauthorizationistobereceivedpriortoguest'sarrival)Explainhotelguaranteeand6pmreleasepolicyObtaincallerloyaltyprogrammembershipnumberOfferchoiceofsmoking/non-smokingroomIfpossible,obtainflightdetailsandarrivaltimeAskifcallerrequirestransportationfromtheairportandquotepricesaccordingly9.Brieflyrepeatmainbookingdetailstocallertoconfirmalliscorrect,includingtheroomtype,rateandarrival/departuredate.10.Ifguestrequestsaconfirmationoftheirbooking,reply'Certainly,itwillbesentin2hoursandatthesametimeobtainthephonenumber/emailaddressandrecordinthePMS.StandardOperationProceduresofRoomReservations11.Lookforanopportunitytoupsellortosellotherhotelfacilities,includingupsellingroomtypes,foodandbeverageproductsorhotelservicesetc.

Forexample:Afamilygroupof2adultsandachildmaybeanopportunitytoupsellastandardroomtoasuite

–“Wedohaveasuiteavailableforthatevening.Ithasaseparatebedroomforprivacyandmorespacethanthestandardroom.Itisonly…”Likewise,abusinesspersonwhoismeetingpeopleherecouldalsobeofferedanupgradetoasuite

–“wehaveasuiteavailableatthattime,whichhasaseparatebedroomandaloungewhereyoucouldconductyourmeeting.Itisonly…”Otherhotelfacilitiescouldalsobesold,includinghireofmeetingroomintheBusinessCenter,orawelcomegiftforacallerwhoidentifieshisbookingasaVIP.StandardOperationProceduresofRoomReservations12.Closethecallbysaying“Welookforwardtowelcomingyouonthe…”13.Waitfortheguesttohangupbeforeterminatingthecall.Scene1:FITReservationMr.GeorgeSmithiscallingInterContinentalHangzhoutoreservearoom.TheReservationistreceiveshisphonecall.R:Goodmorning,Reservation.AliceSpeaking.HowmayIhelpyou?G:Goodmorning.I'dliketoreservearoom.R:MayIhaveyourname,sir?Andfor