酒店英语课件-入住和抱怨Checkinandcomplain详细课件专用

酒店英语课件---入住和抱怨Checkinandcomplain详细课件专用ReceptionandCheck-inTeachingObjectives:1.Tohelpthestudentsmasterusefulexpressionsandsentencesofbeingareceptionist.2.ToLearnwhatareceptionistshoulddowhentheguestscheckin.3.Tohelpthemmakesimilardialogues.

Basicprocedureofcheck-in:GreetingsCheckthereservationlistFillintheregistrationformCheckthedocumentsAssignroomsEnsurewaysofpayingIssuetheroomkeyRegistrationForms:RegistrationFormofResidenceforDomesticGuestsRegistrationFormofTemporaryResidenceforVisitorsRegistrationFormofResidenceforGroupLanguagepoints:1.walk-inguest没有预订的客人,散客2.deposit储蓄,存款我想存款,请给我办理一下。I'dliketomakeadepositplease.订金;押金,保证金旅馆规定凡预订房间都要先付订金。Thehotelrequiresadepositforall

advance

bookings.3.in/underthenameofadv.以…的名义,凭我代表总统前来迎接你。IgreetyouinthenameofthePresident.4.lookthrough粗略地翻阅;细审…他早饭前通常浏览几份报纸。Helooksthroughseveralnewspapersbeforebreakfast.在交作业之前一定要仔细检查.Alwayslookyourworkthroughbeforehandingitin.5.fillin&fillout填写,填补Youneedtofillineachblanktillyoufillouttheform.6.inadvance预先,事先一切都是预先安排好的。

Everythingwasfixedinadvance.ClassroomActivitiesActivityICompletethefollowingdialogues.(MaryBrowncomestocheckinatthehotelreception)desk.M=MaryBrownR=ReceptionistR:Goodafternoon,Miss.Welcometoourhotel.M:Goodafternoon.(我在你们酒店订了一个单人房间)

Ihavebookedasingleroominyourhotel.R:What’syourname,please?M:MaryBrown.R:(请问您是从哪儿来的?)

Wouldyoupleasetellmewhereyouarefrom?M:I’mfromAmerica.R:Letmecheck.(哦,有了.您的房号是321,这是您的房卡和钥匙)

Oh,hereitis.Yourroomnumberis321.hereisyourroomcardandkey.M:OK.R:(请把护照给我,并填写这份旅客登记表好吗?)

Wouldyoupleasegivemeyourpassportandfillinthisregistrationform?M:OK…Hereyouare.R:(让我看一下，请您填上护照号码并签名）

Letmesee.Pleasefillinyourpassportnumberandsignyourname.M:Oh,yes.Isthatall?R:Yes,that’sall.Thankyou.ActivityIIPutthefollowingintoEnglishorally.您好。您要办理入住手续吗？Wouldyouliketocheckin?请问有预订吗？Haveyoumadeareservation?我们有您的预订。你要的是商务单人间，对吗？Wehaveareservationforyou.Youhavebookedabusinesssingle

room,right?填好了，你看行吗？Ihavefinished.Isthisallright?我看一下，哦，姓名、地址、国籍、护照号码、签名。Letmesee.Name,address,nationality,passportnumberandsignature.请慢走，希望您在我们饭店住得愉快。Pleasetakeyourway.Wehopeyouwillhaveagoodstayinourhotel.ActivityIIIRole-play.

AguestcomesuptotheReceptionDesk.Hebookedasingleroomfortwonightstwoweeksago.Hewantstocheckin.Thereceptionistchecksthereservationcardandaskstheguesttofillintheregistrationform.Givethetermsorphrases.1.passport2.deposit3.receptionist4.checkout5.visa6.signature7.IDcard8.roomcard9.departuredate10.destinationUnit4

Complaint

LearningObjective:Youareexpectedtoknowhowtosettlethecompliantoftheguests.

Discussion

1.Whatdoesaguestmightcomplainaboutahotel?2.Howwillyousettlethecomplaints?

Tips

Inordertosettleacomplaint,thestaffshouldalwaysremaincalm,politeandresponsible.1.Listenattentively;2.Apol