饭店情景英语（第二版）课件：Receiving Guests 迎接客人

MajorContents客房部ReceivingGuests迎接客人???Howtoreceiveguests?I.Leading-inBACKNEXTHowtoreceiveguests?Receivingguestsisoneofthemajordutiesofafloorattendant.Heshouldgreetguestsassoonastheywalkoutoftheliftandintothecorridor.Thenthefloorattendantshouldleadthemintotheirroomsandintroducefacilitiesandservices.Meanwhile,thefloorattendantshouldmakesurewhetherornotguestshavesomerequirements,andrespondtothemaccordingtothehotelrulesandregulations.I.Leading-inPREV.BACK迎接客人II.WorkingProcedureBACKNEXT迎接客人II.WorkingProcedure1．招呼和带领客人入住。Goodmorning/noon/afternoon/evening,Madam/Sir.女士/先生，早上好/中午好/下午好/晚上好。Welcometo...Hotel.欢迎入住××酒店。MayIseeyourroomcard?/Wouldyoupleaseshowmeyourroomcard?我可以看看您的房卡吗？/请给我看看您的房卡,好吗?PREV.NEXT迎接客人II.WorkingProcedureMayIknowyourroomnumber?/Wouldyoupleasetellmeyourroomnumber?我可以知道您的房号吗？/请告诉我您的房号，好吗？Thisway,please.请这边走。Mindyourstep,please.请小心脚步。Afteryou,please.您先请。PREV.NEXT迎接客人II.WorkingProcedure2．介绍酒店和客房的设施及服务。MayIshowyouaroundinyourroom?/MayIintroduceyoutheroomfacilities?我带您看看房间，好吗？/我给您介绍房间里的设施，好吗？Likealltheotherguestrooms,yoursisalsoequippedwithanelectronicsafe.Youcankeepyourvaluablesinit.和本酒店其他房间一样，您的房间也配置了电子保险箱。您可以把贵重物品放进去。PREV.NEXT迎接客人II.WorkingProcedureThisdirectorygivestelephonenumbersofallthedepartmentsofourhotel.Ifyouneedanyhelp,justdial“5”toreachme,orcalltherelevantdepartment.服务指南里有本酒店各个部门的电话号码。如果您需要任何帮助，请拨“5”打给我，或直接拨打相关的部门。

PREV.NEXT迎接客人II.WorkingProcedureInthebathroom,hotwaterissuppliedaroundtheclock.Ifyouturnthetapleft,youwillgethotwater;ifyouturnitright,thencoldwater.Alsoavailablearetoiletsoaps,towels,bathingtowels,bathrobes,slippers,toiletpaper,shampoo,combs,brushes,shaverandbathingcaps,etc..浴室是24小时供应热水的。如果您把水龙头拧向左边，会有热水；如果拧向右边，则是冷水。除此以外,还为您准备好了香皂、毛巾、浴巾、浴袍、拖鞋、卫生纸、洗发香波、梳子、牙刷、剃须刀和浴帽等物品。

PREV.NEXT迎接客人II.WorkingProcedureRestaurantisopenfrom6a.m.to11p.m.ItservesdeliciousChinesefoodwithlocalflavorandauthenticwesterndishes.酒店餐厅的营业时间为早上6点至晚上11点，提供具有地方风味的中餐和地道的西餐。Youcanaskforroomservice.Itisavailablearoundtheclock.Buttherewillbe15%extrachargesaddedtothetotals.您可以叫房餐服务。它提供24小时服务，但要加收总消费额的15%的服务费。

PREV.NEXT迎接客人II.WorkingProcedureHealthandRecreationCenterisopenfrom9a.m.to10p.m.IthasaNightClub,FitnessCenter,andSwimmingPool.Italsoofferssaunaandmassage.酒店康乐部的营业时间为早上9点至晚上10点，有夜总会、健身中心和游泳池，并且还提供桑拿和按摩服务。LaundryRoomisopenaroundtheclock.Ifyouneedlaundryservice,youjustleaveyourclothesinthelaundrybaginthebathroom.本酒店的洗衣房24小时营业。如果您需要洗衣服务，您可以把需要送洗的衣物放在浴室里的洗衣袋内。

PREV.NEXT迎接客人II.WorkingProcedure3．询问、回应客人的要求。WhatelsecanIdoforyou?/IsthereanythingelsethatIcandoforyou?还有其他我可以为您效劳的吗?OK,Iwilldoitrightaway./OK,noproblem.Iwillcheckitout.好的,我马上去做。好的，没问题，我这就去看看。

PREV.NEXT迎接客人II.WorkingProcedureIamafraidIamnotallowedtodoso./Wouldyoupleasewaitforamoment?IamafraidImustcheckwithmysupervisor.我恐怕不能这样做。/您能稍等一会儿吗？我得去征询主管的意见。I’msorryyouarenotsatisfiedwiththisroom.Iwillarrangetheroomchangeforyourightawayandcallthebellboyuptoyourroom.对不起,这间客房让您不满意。我会为您办理换房手续。办好后，我会马上通知行李员为您搬运行李。

PREV.NEXT迎接客人II.WorkingProcedure4．接受或拒绝小费。That’sveryniceofyou,butI’mafraidwedon’taccepttipsaccordingtothehotel’sregulations.Thankyouallthesame.您真是太好了。不过根据酒店的规定，我们是不收小费的。还是同样谢谢您。

PREV.NEXT迎接客人II.WorkingProcedure5．表达祝愿和告别。Mayyouhaveapleasantstayinourhotel./Pleaseenjoyyourstayinourhotel.祝您住店期间愉快。Goodnightandseeyoutomorrow./Haveagoodrest.Seeyou.晚安,明天见。祝您休息得好，再见。

PREV.BACK(FA:FloorAttendant

G:Guest)FA:Goodmorning,SirandMadam.WelcometoHiltonHotel.MayIseeyourroomcard?G: OK.Hereyouare.FA:Oh,it’sRoom412.Thisway,please.Hereweare.(TheFAopensthedoorandtheyenterit.)G: En,thisroomlooksnice.III.DialoguesBACKNEXTDialogue1ReceivingGuestsFA:Yes.Ithasaverygoodviewofthesea,anditiswellequipped.YoucanmakelocalcallsfreeofchargeandIDDpaycalls.FacilitiesincludecolorTVwithsatelliteprograms,mini-barandrefrigerator,teaandcoffeemakers,electronicsafe,andair-conditioner.G: Oh,Isee.Howaboutthebathroom?FA:Everythinghasalreadybeenprepared,suchastoiletsoaps,towels,bathingtowels,bathrobes,slippers,toiletpaper,shampoo,combs,brushes,ashaver,anashtrayandbathingcaps.Hotwaterissuppliedaroundtheclock.III.DialoguesPREV.NEXT Ifyouturnthetapleft,youwillgethotwater;ifyouturnitright,thencoldwater.G:Oh,that’snice.FA:Here’sthetelephonedirectory,andittellsyouthenumbersofallthedepartmentsofourhotel.Ifyouneedanyhelp,justcalltherelevantdepartmentordial“5”toreachme.G: OK,thankyouverymuch.FA: It’smypleasureandIamalwaysatyourservice.III.DialoguesPREV.NEXTFA:WhatelsecanIdoforyou?G: Wearealittlehungrynow.Wouldyourecommendsomethingtoeat?FA:Sure.I’dliketorecommendtoyouthelocalsnacks.Thecoffeeshoponthethirdfloorservesverydeliciouslocalsnacksandit’sopenfrom6a.m.to11p.m.YoucanalsotryourlocalflavoredChinesedishesinGingkoRestaurant.

III.DialoguesDialogue2IntroducingHotelService(FA:FloorAttendant

G:Guest)PREV.NEXTG: Soundsgood.Wewilltrysomelocalsnacksfirst.FA:Bytheway,ifyouwouldliketostayintheroom,youcanaskforroomservice.G: Thankyouverymuch.Onemorething,I’mfondofsports.CouldyoutellmewhereIshouldgo?FA: Sure.Wehaveahealthclubandswimmingpoolinthehealthandrecreationcenter.Youcanalsoenjoysaunaandmassagethere.Inaddition,ifyouwanttoentertainyourselfandyourfriends,thenightclubisthebestchoice.

III.DialoguesPREV.NEXTG: Thankyouverymuch.FA:Youarewelcome.IsthereanythingelseIcandoforyou?G: No,notatthismoment.Thanksalotforyourhelp.Herearesometipsforyou.FA:Thankyouverymuch,butIamnotallowedtotaketipsaccordingtoourhotel’sregulations,andit’smypleasuretobeofhelp.Ifyouneedanythingelse,pleasecallme.Iwillalwaysbeatyourservice.G: OK.Then,goodnightandseeyou.FA:Goodnight.III.DialoguesPREV.BACK楼层服务员迎客须知1．一看见有新入住客人走出电梯，就主动上前微笑着打招呼。2．请客人出示房卡，征得客人同意后帮其提拿没有交由行李员运送的行李和物品，并带领客人进入房间。3．当外国客人讲话你听不懂时，可请客人稍等，然后寻找懂外语的同事帮助解决。4. 在接待聋哑客人时，更应注意规范礼貌服务(courtesy)；如果不能用手语(signlanguage)或简单的手势(gesture)和客人交流，可适当通过书写来进行彼此间的沟通。IV.TipsforServiceBACKNEXT5．不可以高声呼喊或用大幅度手势招呼客人，以免破坏酒店的宁静气氛。6．在为客人介绍酒店的服务时，要注意观察客人是否有兴趣，不可生硬地进行推荐。7．如果客人对房间的设施不满意，要求换房时，积极主动地帮助客人和前厅沟通。IV.TipsforServicePREV.NEXTPREV.BACKV.Words&ExpressionsBACKNEXTelectronicsafe电子保险箱

valuablesn.贵重物品directoryn.指南；使用手册 satelliteprogram卫星电视节目bathroomn.卫生间 tapn.水龙头soapn.肥皂 bathingtowel浴巾bathrobe浴袍 slippersn.拖鞋V.Words&Expressionscombn.梳子 brushn.牙刷shavern.剃须刀 bathingcap浴帽localflavor地方风味 healthandrecreationcenter康乐中心authenticadj.真实的；地道的 massagen.按摩PREV.NEXTV.Words&Expressions☆客房五大功能区各设备的汉英词汇对照睡眠区床bed

床头柜nighttable

床头灯walllamp洗浴区浴缸bathtub 淋浴器shower 淋浴帘showercurtain 毛巾架towelrack 桶toilet 洗脸池sink穿衣镜dressing-upmirror 电源插座socketPREV.NEXTV.Words&Expressions起居区茶几teatable 椅子chair 落地灯standinglamp 书写区写字台writingdesk 台灯desklamp 电视机TVset 电冰箱refrigerator 电话telephone 梳妆镜making-upmirror储存区壁橱closet/wardrobe 行李架luggagerackPREV.NEXTV.Words&ExpressionsPREV.BACKVI.Exercises1.Completethefollowingdialogue.BACKNEXTReceivingGuest(FA:FloorAttendant

G:Guest)(Aguestcomesoutofthelift.Afloorattendantmeetshiminthecorridor.)FA:___________________________________________________________.G:Yes,please.Hereisourroomkey.FA:It’sRoom620.________________________________________Goodafternoon,Sir.WelcometoSheratonHotel!MayIhelpyou?Thiswayplease.HereweareatRoom620.VI.ExercisesG:Whenwillourbaggagearrive?FA:____________________________________________________G: Couldyoutellustheservicehourofthediningroom?FA:___________________________________G: How