饭店情景英语（第二版）课件：前厅

MajorContents前厅Reservation预定???Whatisaguest?I.Leading-inBACKNEXTWhatisaguest?Heisthemostimportantpersoninthehotel.Heisnotdependentonus.Wearedependentonhim.Heisnotaninterruptionofourwork.Heisthepurposeofit.Wearenotdoinghimafavourbyservinghim.Heisdoingusafavourbygivingustheopportunitytodoso.I.Leading-inPREV.NEXTWhatisaguest?Heisnotanoutsiderofourbusiness.Heispartofit.Heisnotacoldstatistic.Hehasfeelingsandemotionslikeourown.Heisnotsomeonetoarguewithandnobodyeverwinsanargumentwithaguest.Heisapersonwhobringsushisneeds.It’sourjobtohandlethemprofitablybothtohimandtoourselves.I.Leading-inPREV.BACK预定服务程序II.WorkingProcedureBACKNEXT预定服务程序II.WorkingProcedurePREV.NEXT预定服务程序II.WorkingProcedurePREV.NEXT预定服务程序II.WorkingProcedurePREV.NEXT预定服务程序II.WorkingProcedurePREV.NEXT预定服务程序II.WorkingProcedurePREV.NEXT预定服务程序II.WorkingProcedure12.复述订房要求,确认订房。I’dliketoconfirmyourreservation,Mr.××.You’vebookeda××roomfor××nightsfrom××to××.TheroomrateisHK$××/US$××/RMB××yuanpernight,with10%taxand/ora10%servicechargeincluded/excluded.Acontinental/American/Chinesebreakfastforone/twoiscomplimentary.Wearelookingforwardtoyourarrival.××先生,我来确认一下您的预订。我们已经为您预订××到××一共××天的××间。房价是××港币/美元/人民币,包括/不包括10%的税/服务费,赠送一份/两份大陆式/美式/中式早餐。我们期待您的光临。PREV.BACK(R:ReservationClerk

G:Guest)R:Goodmorning,Sir.WelcometoGardenHotel.HowcanIhelpyou?G:Goodmorning,I’dliketoreservearoomformyself.R:Certainly,Sir.MayIhaveyournameplease?Andwhenwouldyoulikeyourroom?G:It’sJohnSmith,fromJanuary6thforthreenights.III.DialoguesBACKNEXTDialogue1R:Whattypeofroomwouldyoulike,Mr.Smith?Wehavesinglerooms,doubleroomsandsuitesavailable.G:I’dliketohaveadoubleroom,non-smokingplease.R:OK,justaminute.Yes,wedohaveadoubleroomavailableforthosedates.G:That’sfine.What’sthepricefortheroom,please?R:TheroomrateisRMB620yuanpernight,includingbuffetbreakfastandtax.WillthatbeOKforyou?III.DialoguesPREV.NEXTG:Yes.I’lltakeit.R:OK,letmeconfirmthedetailsofyourreservation.Youneedadoubleroomfor3nightsfromJanuary6thattherateofRMB620yuanpernight.AmIright?G:Yes,youareright.R:Thankyou,Mr.Smith.We’relookingforwardtoseeingyousoon.G:Thankyou.III.DialoguesPREV.NEXT(R:ReservationClerk

G:Guest)R:Goodmorning,GardenHotel,Reservation.CanIhelpyou?G:GoodMorning.I’dliketoreserveatwinroomfornextMonday.R:Certainly,Sir.Forhowmanynightswillyouneedtheroom?G:Justtwonights.R:ThatwouldbeFeb.24th,fortwonights,atwinroom.Underwhatname,Sir?III.DialoguesBACKNEXTDialogue2G:It’sCharlesKettering.It’sspelledasK-E-T-T-E-R-I-N-G. R:Thankyouverymuch,Sir.MayIhaveyourphonenumber,please?G:Sure,it’s82200958.R:OK,IhavemadethereservationforCharlesKettering,atwinroomattherateofRMB360yuanpernightfortwonights.Yourtelephonenumberis82200958.Isthatcorrect?G:Yes,that’scorrect.R:ThankyouforcallingGardenHotel,Sir.Goodbye.G:Goodbye.III.DialoguesPREV.NEXT(R:ReservationClerk

G:Guest)III.DialoguesDialogue3PREV.NEXTG:I’mcallingfromtheCITS(ChinaInternationalTravelService),Kunming.I’dliketoreserve6doubleroomswithtwinbedsforJuly1sttothe3rd,for3days.R:Yes,Sir,wecanconfirm6doubleroomsfor3daysonJuly1sttoJuly3rd,andweoffertravelagentrateforyourgroup.G:Thanks,howshouldIpayyou?R:We’llmakeoutthebilltoyourcompany2daysbeforethegrouparrivaloryoucanpayitupatthefrontdeskuponcheckingin.G:I’llwriteoutacheckwhenyourbillarrives.R:OK,that’sallsettled,Sir.Thankyouandhopetoseeyouagainsoon.

III.DialoguesPREV.BACK一、用信用卡担保预订1.确保散客使用的是酒店认可的信用卡,将其种类、名称、卡号及失效日期记录在案。e.g.Weaccept××.MayIknowthenumberandtheexpirydate? AmericanExpress美国运通卡 VisaCard维萨卡 MillionCard百万卡 DinersClubCard大莱卡MasterCard万事达卡 JCBCard

JCB卡2.告知客人其预订只保证至到达日当晚住宿。e.g.OK,yourreservationisguaranteedforthenightof××.3.如果预订房间无人登记入住或在到达日之前24小时内取消,酒店保留收取一晚房费的权利。

IV.TipsforServiceBACKNEXT二、更改/取消预订1.询问客人姓名及抵店日期,迅速找出客人预订。2.对照房间可用状况表(RoomAvailability),询问更改/取消具体要求。3.询问更改/取消人姓名及联络电话(contactphonenumber)。4.确认更改/取消内容。e.g. Mr.××,yourreservationhasbeenchanged/cancelled.Thankyouforcalling. ××先生,我们已经为您更改/取消了预订,谢谢您的来电。5.更新电脑资料(updating)。IV.TipsforServicePREV.NEXT6.预订单存档(documentation)。重新填写一张预订单,标注更改/取消,加盖cancel章。更改/取消单在上面,与原订单一起按抵店日期存入文件夹或cancel夹。7.查阅预订等待名单(WaitingList),及时通知有对应预订要求的其他客人。e.g. Mr.××,itisreceptiondeskof××Hotel.Iamgladtotellyouthatweareabletoacceptyourrequestofroombookingon××.Areyoustillplanningtostayinourhotel? ××先生,我是××酒店前台。很高兴通知您,我们可以接受您×月×日的订房。请问您仍计划入住本酒店吗?。IV.TipsforServicePREV.NEXT三、团队预订1.酒店的所有团队预订统一由销售部接洽。2.接收销售部团队预订单时注意应包括以下信息,遗漏项目应请销售部重新确认:

会议团队ConferenceGroup旅行团队TourGroup

公司名称CompanyName地接社名称TravelAgent

会议名称MeetingName 团名GroupName

人数Pax

客人人数和陪同人数Pax+

用房类型和数量RoomTypes&No.

用房类型和数量RoomTypes&No.IV.TipsforServicePREV.NEXT

房价(早餐)Rate 房价(早餐)Rate抵店日期和离店日期Arr.&Dept.Date 抵店日期和离店日期Arr.&Dept.Date抵店时间Arr.Time 抵店时间或航班号Arr.Time/FlightNo.会议联络人姓名Contact 付费方式Payment会议有效签单人字样SignatureSample 结账方式AccountsSettlement付费方式Payment结账方式AccountsSettlementIV.TipsforServicePREV.NEXT3.签收前,核对房间可用状态表(RoomAvailability)。若出现超预订情况(Overbooking),请示大堂副理予以解决。4.将团队预订资料输入电脑,建立团队主单。按付费方式(Methodofpayment)建立转账方式。抄写自编团号于团队订单。自编团号为公司名称首字母+抵店日期。5.按日期将预订资料存档。IV.TipsforServicePREV.NEXT四、满预订情况和预订等待名单1.满预订时,在第一时间通报前厅经理、大堂副理满预订日期。2.记录交班本,传达信息。3.接到客人订房要求,委婉告诉客人酒店预订已满。e.g.Sorry,Mr.××.Wearefullybookedon××.

对不起,××先生。酒店房间在×月×日已经订满。 Sorry,Mrs.××.Wehavenostandardroomavailable.Wouldyoumindajuniorsuiteinstead?IV.TipsforServicePREV.NEXT

对不起,××夫人。我们没有空余的标准间了,您介意改订普通套房吗? DoyoumindifIbookyouintoanotherhotelnearby?

我可否为您在附近的另一家酒店订房呢?4.要求将客人放入预订等待名单。e.g. Doyoumindleavingyourcontactnumber,Mr.××?Wecanputyouonthereservationwaitinglist. ××先生,请留下您的电话号码,我们会将您加入等待名单。IV.TipsforServicePREV.NEXT5.预订等待名单由前台夜班每日更新,部门晨会通报前厅经理。预订等待名单如下所示。IV.TipsforServicePREV.BACKV.Words&ExpressionsBACKNEXTdependent(on/upon)adj.依靠;依赖dosb.afavour帮某人的忙outsidern.局外人 statistic(s)n.统计资料emotionn.情感;感情

profitableadj.有盈利的;有用的advancev.&n.预付;预付款 bankdraft银行汇票complimentaryadj.免费赠送的 buffetn.自助餐;快餐travelagentrate旅行社价格 waitinglist等待名单V.Words&ExpressionsPREV.BACKVI.Exercises1.Completethefollowingdialogue.(R:ReservationClerk

G:Guest)R:Reservation,Silviaisspeaking,____________? G:Yes,I’dliketoreserveastandardroominyourhotelforOct.1stunderthenameofJohnSmith. R:Sorry,Mr.Smith.__________________________.Isitpossibleforyoutochange_____________? G:I’mafraidIcan’t.Ihaveanappointmenttomakeinyourcityonthatday.Ican’tchangeittoanotherdate.BACKNEXTcanIhelpyouWe’refullybookedforthatdatetoanotherdateVI.ExercisesOr R:Sorry,Mr.Smith.______________________________._________________________? G:No,thanks,Istillpreferastandardroom. R:WouldyoumindleavingyourcontactNo.,Mr.Smith?Wecaninformyouwhenthereis_______. G:Sure.Myphonenumberis81122345. R:___________________________________.Wearelookingforwardtoservingyousoon.PREV.NEXTWehavenostandardroomavailableWouldyoulikeasuiteinsteadvacancyThankyou,Mr.Smithatnumber81122345VI.Exercises2.Pair-work.Workwithoneofyourclassmatestoproducealistoftheroomsavailableinyourhotel,e.g.presidentialsuite,juniorsuite,doubleroom,twinroom,etc..Thendescribethesimilaritiesanddifferencesbetweenthoserooms.e.g.Allroomshave:privatebathroom(独立卫生间) walk-inwardrobe(落地衣橱) air-conditioning(空调) satelliteandcabletelevision(卫星网络电视) toiletries（洗浴用品） hairdryer（电吹风）PREV.NEXTVI.Exercises freehighspeedinternetandwifi

（免费高速网络连接和无线网） safe;safetydepositbox（保险柜） writingdeask（写字桌） IDDtelephone(InternationalDirectDialingsystem) (国际直拨电话) mini-bar&refrigerator(迷你吧和冰箱) coffee/tea-makingfacilities(咖啡/沏茶套具)PREV.NEXTVI.ExercisesSomeroomshave: amountainview(山景) alakeview(湖景) acityview(城市风景) aharborview(湾景)Standardroomshavetwindoublebeds.Kingleisureroomshaveaking-sizebed.PREV.NEXTVI.ExercisesOur...suitehasonebedroomandonesittingroom.A...isbiggerthanaA...issmallerthanaA...suitehasthreerooms.A...suitehasonlytworooms.A...ischeaperthanaA...ismoreexpensivethanaThe...hasamountainviewbutthe...hasacityview.PREV.NEXTVI.Exercises3.Roleplay.WorkinpairstopracticeaccordingtothesituationsintheDialogue1.Youshouldnotlookatthetextbookwhenpracticing.Youmayhaveyourownchangesaboutguests’names,roomtypes,durations(入住天数),etc..PREV.BACKMajorContents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.greetingguestsatthefrontdoorF.recordingreservationinformationVI.ExercisesPREV.BACK2.Workinpairstoactoutthedialoguesinthetext.Thenmakesomechangestothesituationsandpracticecheckinginaguestwithorwithoutareservationaccordingtotheworkingprocedures.前厅MajorContents前厅GuestService客户服务???Whatproducesasatisfiedguest?I.Leading-inBACKNEXTWhatproducesasatisfiedguest?Havingabeautifulhotelwithexcellentrestaurantsandnumerousfacilitiesisverynicebutit’snotenough.Wemusthavefriendly,courteousandefficientstafftoprovideservicetoourguests,thatistosay,tosatisfytheirneeds.Onlyinthatway,canweproducesatisfiedguests.Rememberahotel’sreputationcanbemadeorbrokenbytheattitudeandbehaviorofitsstaff.Theyareextremelyimportanttothesuccessofahotel.I.Leading-inPREV.BACK预定服务程序II.WorkingProcedureBACKNEXT延房程序II.WorkingProcedurePREV.NEXT预定服务程序II.WorkingProcedurePREV.NEXT预定服务程序II.WorkingProcedurePREV.NEXT8.押金条和接待通知传收银签收,接待通知留底联存入相应文件夹。访问或来电的处理II.WorkingProcedurePREV.NEXT访问或来电的处理II.WorkingProcedurePREV.BACK(R:Receptionist

G:Guest)R:Goodevening.IsthatDr.LewisinRoom3206?G:Yes.R:ThisisReception,Dr.Lewis.Youcalledustoreportthat——yourTV/ACwasnotworking.——yourroomwasverycold.——youhavenotowelsinyourbathroom.——youcan’tsleepatnightbecauseyourneighborwasmakingabignoise.III.DialoguesBACKNEXTDialogue1

——itemsinyourroomarenotreplenished.G:Yes,that’sright.R:I’mcallingtocheckwhethertheproblemhasbeensolved,Sir.EitherG:Oh,yes,thankyou.Yourpeoplewerehere5minutesago.R:Good.Thankyou,Sir.Goodnight.G:Goodnightandthanks.III.DialoguesPREV.NEXTOrG:No,Ihaven’tseenanybodysinceIcalledyou.R:I’msorry,Sir.I’llcheckwith

——Engineering.

——Housekeeping.

——theAssistantManager.G:Wouldyou?Thankyou.R:Thankyou,Sir.I’llcallyoubackassoonasIcan.III.DialoguesPREV.NEXT(O:OperatorH:housekeeper

G:Guest)O:Goodmorning,GardenHotel.Angelaisspeaking.MayIhelpyou?G:Yes,Istayedinyourhoteltwodaysago.WhenIgothome,IfoundthatI’dleftmybaginthehotelroom.O:MayIaskwhoiscallingplease?Andyourtelephonenumber?G:It’sMaryLee,andmyphonenumberis81123456.III.DialoguesBACKNEXTDialogue2O:OK,Ms.Lee,pleaseholdonforasecond.I’lltransferyourcall(putyouthrough)tothemanageroftheHousekeepingDepartment.H:Housekeeping,Davidspeaking.Howareyou,Ms.Lee?G:Hi.IamreallyforgettingandI’veleftmybaginyourhotel.H:Don’tworry,Ms.Lee.Couldyoupleasedescribeyourbagandgivemeyourroomnumberplease?G:It’saredbagbrandedGucci.Theroomnumberwas2356.H:Isee.I’llcheckwhetherithasbeenfound,andI’llcallyouback.III.DialoguesPREV.NEXT(10minuteslater.)H:Goodmorning,Ms.Lee.I’mpleasedtotellyouthatyourbaghasbeenlocatedinyourguestroomandisnowinstorage.G:ThankGod!Mightyoubeabletosendittome?H:Absolutely!Ms.Lee.Pleasegivemeyouraddressandcreditcardnumbersothehotelcouldbillyoufortheshippingcharges.G:OK.Thanks.III.DialoguesPREV.BACK换房

在不影响客人舒适度的前提下,避免不必要的换房,可节约人力,节省成本。因涉及房费问题,除非因酒店售房紧张等原因,应尽量避免由较高价格房间换至较低价格房间。遇到此类情况,应报告大堂副理处理。1.接到客人换房要求,应询问房号,电脑查询客人姓名,礼貌询问换房原因。MayIhaveyourroomnumber,Sir/Madam?

先生/女士,请问您是哪个房间?Mr.××,isthereanythinguncomfortableinyourroom?××先生,请问您对房间有什么不满意吗?IV.TipsforServiceBACKNEXT2.可能是因小设施问题如灯泡坏了,或因客人不了解客房设施的使用方法,应先联系房务部。Mr.××,mayIsendaroomattendanttocheckitforyoufirst?××先生,请让我先联系房务部帮您检查一下好吗?3.电话通知宾客服务中心客人房号及问题,请对方尽快回复,做好电话记录。4.宾客服务中心回复问题解决后,致电客人以表示对此事的关注。Morning/Evening/Afternoon,Mr.××.Receptionist××isspeaking.Hastheproblemofyourroomsettledyet?IV.TipsforServicePREV.NEXT您好,××先生。我是前台接待××。现在房间问题解决了吗?5.宾客服务中心回复告知客人的问题确是需耗时较多的工程问题,如下水管堵塞、卫生间渗水等,则需换房。6.查询同类房间可售状况,锁定换房房号,致电客人表示歉意。Mr.××,wearedeeplysorryfortheinconveniences.WouldyoumindchangingtoRoom××?××先生,我们为给您造成的不便深表歉意。您介意换

到××房吗?7.若没有同类房间,应考虑升级开房,交由大堂副理处理。IV.TipsforServicePREV.NEXT9.收回旧房卡、钥匙。10.更新电脑资料,修改房号、房价,备注栏注明换房原因。11.接待通知分送收银、宾客服务中心签收。留底联存档。IV.TipsforServicePREV.BACKV.Words&ExpressionsBACKNEXTnumerousadj.许多的reputationn.名誉;声誉depositv.&n.存放;预付押金;定金

put...through接通电话brandv.&n.(加)商标;品牌

locatev.找到V.Words&ExpressionsPREV.BACKVI.Exercises1.Completethefollowingdialogue.AGuestReportsaLostItemR:_____________________________________________G:Yes,I’mpackingforcheck-outwhenInoticedthatmysunglasseswerenowheretobefound.SoI’mthinkingyoumighthelpmeout.R:_____________________Madam.____________________________G:Sure,Icheckedtheroomseveraltimes.Itmusthavebeentakenbythehousekeeperswhentheycollectedlinens.BACKNEXTGoodmorning,GardenHotel.MayIhelpyou?I’msosorrytohearthat,Haveyoucheckedroom?VI.ExercisesR:Don’t_____________________Couldyou_________________________________________G:MysunglasseswereredincolorandbrandedGucci.(Cashierisatthesametimehelpingtheladycheckingout.)R:Madam,Ireally_________________________.IpromisethatI’lldomybesttohelp.Oncewefindit,_________________________________.PREV.BACKworrytoomuch,Madam.describethelostitemplease?brieflyunderstandhowyoufeelnowI’llcallyoubackimmediatelyMajorContents前厅BusinessCenter&TelephoneService商务中心和电话服务???BusinessServices

I.Leading-inBACKNEXT前厅BusinessServices

Nowadays,modernhotelscontinuallyintroducenewservicestandardsandthelatesttechnologytokeepupwiththefastchangingbusinessworld.Guestshavetheassuranceoffriendlyandhighlyprofessionalstaffcombinedwiththeadvantageofallthelatestbusinesssystems,inrooms,businesscenter,andsometimesthroughoutthehotel.I.Leading-inPREV.NEXT前厅ServicesprovidedintheBusinessCentreofteninclude:ComputerWorkstations(selfservice)计算机工作站(自助)Internetaccess互联网接入E-mailservices电子邮件服务Printing打印MSOffice2017微软办公软件2017OfficeServices办公服务Fax&Photocopying传真复印Transparencies幻灯片Scanning扫描Laserprinting激光打印I.Leading-inPREV.NEXT前厅ServicesprovidedintheBusinessCentreofteninclude:Zipdrive移动存储器SecretarialServices文秘服务WordProcessing文字处理Dataentry数据录入CDburner光盘刻录Express快递服务AdditionalServicesandAmenities其他服务和赠品Conferencetable会议桌WirelessInternetnetworkcard无线互联网卡I.Leading-inPREV.NEXT前厅ServicesprovidedintheBusinessCentreofteninclude:Tollfreehigh-speedInternetaccess免费高速互联网接入Officesupplies

办公用品Notecards

速记卡DailyNewspapers,e.g.USAToday,FinancialTimes每日赠报,如《今日美国》、《金融时报》Namebadges

姓名牌PlaceCards

标志卡(标明各个位置)TentCards

帐篷卡(指示各个会谈场所)I.Leading-inPREV.BACK前厅一、打字、复印、发传真服务程序II.WorkingProcedureBACKNEXT前厅一、打字、复印、发传真服务程序II.WorkingProcedurePREV.NEXT前厅WechargeRMB××yuanapageforcopying.复印××元一页。Forsendingoutinternational/domesticfax,wechargeRMB××yuanapage.发国际/国内传真每页××元。一、打字、复印、发传真服务程序II.WorkingProcedurePREV.NEXT前厅Inwhatletterformandformat?请问用什么字体和格式?Itmighttakeonehourorsotofinishit.Wouldyoupleasecomebackforitinanhour?大概要花一个小时才能完成。您一小时后来取好吗?Wouldyoupleaseproofreadit,soIcouldcorrectthemistakes?请您校对原稿以便我能修正错误好吗?Wouldyoulikemetoprintoutacopyforfine-tuning?您要预打一份来作调整吗?Hereisthecopyandtheoriginal.这是您的打印稿和原件。一、打字、复印、发传真服务程序II.WorkingProcedurePREV.NEXT前厅二、收传真服务程序II.WorkingProcedurePREV.NEXT前厅二、收传真服务程序II.WorkingProcedurePREV.NEXT前厅二、收传真服务程序II.WorkingProcedurePREV.NEXT前厅二、收传真服务程序II.WorkingProcedurePREV.BACK前厅(C:ClerkG:Guest)G:Hello.Isthereanyfaxforme?Myname’sRockwell.C:Wouldyoutellmeyourfullnameandroomnumberplease?I’llcheckforyou.G:MynameisCarlRockwell.Myroomnumberis2306.C:Thankyou.Onemomentplease.Mr.Rockwell.I’mafraidthere’snothingforyouatthemoment.G:OK.Look,couldyouphonemeinmyroomifafaxcomesin.C:Certainly,Sir.III.DialoguesBACKNEXT前厅Dialogue1G:Hello.Isthereanyfaxforme?Myname’sRockwell.C:Yes,wedohaveafaxfromtheU.S.forMr.Rockwell.MayIknowyourfullnameplease?G:It’sCarlRockwell.C:OK,Mr.Rockwell.Howareyougoingtopayfortheincomingfax?Bycashorsignthebill?G:I’llsignit.Thankyou.C:Thankyou,Mr.Rockwell.I’llputthatinyouraccount.Goodbyeandhaveaniceday.III.DialoguesPREV.NEXT前厅Or(C:Clerk

G:Guest)G:Excuseme.MayIphotocopyandtypesomedocumentshere?C:Sure,Sir.Howmanycopiesdoyouneed?G:Letmesee.10copiesforphotocopyingand5copiesfortypingplease.Bytheway,howdoyoucharge?C:RMB2yuanonepageforphotocopyingand10yuanonepagefortyping,Sir.III.DialoguesBACKNEXT前厅Dialogue2G:OK.Thatsoundsreasonable.C:Definitely,Sir.WouldyouliketowaithereorshallIsendthemtoyourroomlater?G:Thankyou.I’llwaitoutsideinthelobbybar.C:Gladtobeofservice,Sir.I’llcallyouwhenIfinish.III.DialoguesPREV.BACK前厅电话沟通技能Stepstofollow:(1)GREETCALLERGoodmorning.Goodafternoon.Goodevening.(2)IDENTIFYSELF ××Hotel,Operatorspeaking.Reception,Alicespeaking.Information,Jerryspeaking.Frontoffice,Wangspeaking.Reservation,Helenspeaking.IV.TipsforServiceBACKNEXT前厅IV.TipsforServicePREV.NEXT前厅(3)OFFERHELP CanIhelpyou?MayIhelpyou?(4)LISTENACTIVELY I’dliketomakeareservation.I’dliketospeaktotheaccountingdepartment.Isthereavideotonight?Myroomisverycold.(5)IDENTIFYCALLER MayIknowwhoiscalling,Madam?MayIhaveyournameandroomnumber,Sir?(6)STATEACTION&TIME Onemomentplease.Iwillputyouthroughtothefrontdesk.Holdonasecond,please.I’mconnectingyoutotheaccountingdepartment.Housekeepingwillbringituptoyouin5minutes.I’llcheckitoutandcallbackin5minutes.I’llhavetheengineergotoyourroomin5minutes.I’llasktheDutyExecutivetocallyoubackin10minutes.IV.TipsforServicePREV.NEXT前厅(7)LISTENACTIVELY Oh,good.Thankyou.(8)RESPOND&CLOSE You’rewelcome,Sir.Goodbye.IV.TipsforServicePREV.BACK前厅V.Words&ExpressionsBACKNEXTcontinualadj.接连的;持续的latestadj.最近的;最新的technologyn.应用技术 assurancen.保证;保险combinev.结合 advantagen.有利条件;优势;好处photocopyn.&v.复印(品) transparencyn.幻灯片scanningn.扫描 lasern.激光expressn.快递 前厅V.Words&ExpressionsPREV.NEXTdomesticadj.家的;国内的forwardv.发送;转交 formatn.格式proofreadv.校对 fine-tunev.调整originaln.&adj.最初的;原来的;原作;原