饭店情景英语（第二版）课件：Reception 接待

MajorContents前厅Reception接待???HumancontactreallycountsI.Leading-inBACKNEXT前厅HumancontactreallycountsHumancontactbetweenstaffandguestsiswhatmakesthestaymemorableforaguest.Whenguestsarriveatahotel,althoughtheirfirstrealimpressionisprovidedbythehotellobby,itisthefirsthumancontactthatreallycounts.Theexchangethattakesplacebetweeneachchecking-inguestandtheFrontDeskstaffwillhaveamajorimpactonwhetherornotthatguestfeelsgoodabouthisstay.Itisforthisreasonthatweshouldwelcomeguestsinawaythatmakesthemfeelcaredforand“athome”.I.Leading-inPREV.BACK前厅入住程序II.WorkingProcedureBACKNEXT前厅入住程序II.WorkingProcedurePREV.NEXT前厅预定服务程序II.WorkingProcedurePREV.NEXT前厅Whichtypeofroomdoyouprefer?请问您喜欢哪一种?入住程序II.WorkingProcedurePREV.NEXT前厅入住程序II.WorkingProcedurePREV.NEXT前厅MayItakeaprintofthecreditcard,please?请让我复印一下您的信用卡好吗?Yourbillwillbepaidby××.你的账单将由××支付。入住程序II.WorkingProcedurePREV.NEXT前厅入住程序II.WorkingProcedurePREV.BACK前厅(R:ReceptionistG:Guest)R:Goodmorning,Sir.WelcometoGardenHotel.CanIhelpyou?G:Iwanttocheckin,please.R:Certainly,Sir.Doyouhaveareservationwithus?G:Yes.R:Underwhatname,Sir?G:JackWatney.R:Wouldyouspellyournameplease,Sir?G:W-a-t-n-e-y.III.DialoguesBACKNEXTDialogue1前厅R:W-a-t-n-e-y.Onemoment,Mr.Watney.I’lljustcheckourreservationform.(a)Yes,Mr.Watney.Wehaveadoubleroomreservedforyou.(b)I’msorry,Mr.Watney.Wehavenoreservationsunderthatname.Butwedohavevacantrooms.Whattypeofroomwouldyoulike?G:Asuperiorroom,Ithink.R:Justamoment,Mr.Watney.YourroomNo.is1234,andthebellboywillhelpyouwiththeluggage.Hopeyou’llhaveapleasantstayinourhotel.III.DialoguesPREV.NEXT前厅(R:ReceptionistG:Guest)R:Howlongwillyoubestayingwithus,Sir?G:I’mnotsureyet.R:Isee.Wouldyoumindwritingtwonightsthen,Sir?Ifyoudecidetostaylonger,pleasecometoReceptionandextendyourstay.G:OK.Thanks.III.DialoguesPREV.NEXTDialogue2前厅III.DialoguesPREV.NEXTR:Thankyou,Sir.Howwouldyouliketopay,Mr.Watney?G:Withtraveler’scheque,Ithink.R:Isee.MayItakeaprintofyourtraveler’scheque?Yourroomisonthe6thfloor,Room616.Pleasesignhere,Mr.Watney.Hereisyourroomcard.前厅(C:Clerk

G:Guest)III.DialoguesDialogue3PREV.NEXTC:Goodmorning,Mr.Taylor.CanIhelpyou?G:Goodmorning.Yes,I’dliketochangesomeUSdollarsintoRMB.C:Certainly,Sir.Today’sexchangerateisoneUSdollartoRMB6.90yuan.Pleasecompletethisexchangememo.Yournameandroomnumber,howmuchyouwanttochangeandyournationalityandpassportnumberplease.前厅III.DialoguesPREV.BACKG:OK.Hereitis.C:HereisyourRMB5000yuan,Sir,andacopyofthememo.G:Thankyou.C:Youarewelcome,Mr.Taylor.Pleaseshowthismemowhenyouneedtochangethemback.Haveaniceday.前厅团队入住程序1.

前台人员与团队管理人员协作,确保团队入住时间尽可能缩短,在团队抵店前一小时分配好房间和钥匙卡。当团队抵达酒店时,微笑问好,并找到领队。

Goodmorning/afternoon/evening,ladiesandgentlemen.Welcometo××hotel.MayIknowwhoisthetourleader?

早上好/下午好/晚上好,女士们,先生们,欢迎光临××酒店。请问领队是哪一位?2.

根据团号找出该团的预订单,与地陪确认房数。IV.TipsforServiceBACKNEXT前厅3.请全陪/领队出示团队客人名单,拿出分房单(Rooming

List),请全陪/领队为团队客人分房。同时通知礼宾部与全陪/领队确认行李件数。4.复印已分房的团队客人名单2份,一份留底,另一份传礼宾部。5.告诉陪同全陪、地陪、司机的房号,酒店内房间与房间通话及长途电话的拨打方法以及酒店网络使用事宜。6.

发放客人房间钥匙卡,请陪同在留底的客人名单上签收总数。7.同地陪确认付款方式及结账方式,通知前台收银人员收取旅行社结账单。IV.TipsforServicePREV.NEXT前厅8.

询问次日叫醒、早餐、出行李时间,确认用餐类型及地点。发出团队餐券

(mealcoupons),填写住店团队信息

(In-houseGRPInformation)及团队用餐安排

(GRPMealArrangement)相关内容。9.

请陪同、司机登记并签字。10.

祝客人居住愉快。11.

通知房务中心该团已入住。12.在电脑中登记入住信息,更新团队主单信息,录入客人姓名,打印团队客人名单4份。IV.TipsforServicePREV.NEXT前厅13.

安排行李员传递资料至各部门,

请对方签收。前台收银:预订传真、团队预订单、团队客人名单。总机:团队客人名单、叫醒时间(MorningCall)。礼宾:团队客人名单、出行李时间。客务部:团队客人名单、早餐时间、离店时间。14.

当日所有团队抵店后,应于晚上9:30前复印团队用餐安排传至餐饮部签收。IV.TipsforServicePREV.BACK前厅V.Words&ExpressionsBACKNEXThumancontact人与人的接触 countv.有价值memorableadj.难忘的 impactn.影响printv.&n.打印;印;印刷 escortv.&n.护送;陪同vacantadj.空缺的;未被占用的 registerv.

登记inadvance

预先 extendv.

延长前厅V.Words&ExpressionsPREV.BACK前厅VI.ExercisesBACKNEXT1.Matchthejobswiththestafflistedbelowandwritethelettersintheblanks.

roomclerk

bellmanreservationistdoorman前厅CABEDFA.carryingbaggageB.helpingtheguestsregisterC.introducingtoguestsbasichotelinformationD.checkinghotelvacanciesafterreceivingareservationrequestE.greetingguestsatthefrontdoor