酒店服务英语实训酒店服务英语实训酒店服务英语实训酒店服务英语实训Heidy第第16周周contentsFood and BeverageHousekeepingFront OfficeReservationProgram 1 Check-in& Check-out 项目二项目二 登记入住登记入住 Warming-up ActivitiesTask procedure & skill & knowledgeDialogue Role Play PracticeTask 2 (part 1) Check-in Services工作任务二工作任务二 入住登记服务入住登记服务Task Objectives 任务目标任务目标After learning, you should be able to:学完后，应该掌握：学完后，应该掌握：check in for the guest with reservations 为有预订的客人办理入住登记为有预订的客人办理入住登记 check in for the guest without reservations 为无预订客人办理入住登记为无预订客人办理入住登记 check in for guests with a group reservation 为团队预定客人办理入住登记为团队预定客人办理入住登记Warming-up Activitesv1. Match. Hilton Hotels CorporationIntercontinental Hotels GroupMarriott International, Inc. HotelsShangri-la Hotels and ResortsWarming-up Activitesv1. Do you know the advertising slogans of the above hotels? Discuss with your partners and try to match the appropriate advertising slogans with the above hotels.a. Travel is more than just a to b.b. We know what it takes.c. Thinking of you!d. Where will you find your Shangri-la? v2. Which advertising slogan do you like best? Suppose you were the owner of an international hotel group, what slogan would you design for your hotel?Hot TipWhat you should be able to know你应该知道的知识你应该知道的知识Task Procedure任务流程任务流程 Greet the guest. 问候客人。 Ask the guest whether he or she has a reservation with the hotel. 询问客人是否有预订。 Find out the reservation in the computer for confirmation. 在计算机中查找预订记录以确认。 Ask the guest to show his identification. 请客人出示身份证件。 Ask the guest to fill in the registration form. 请客人填写入住登记表。 Ask the guest how to make the payment. 询问客人如何付款。 Form the check-in record. 形成入住登记记录。 Give the room card to the guest. 给客人房卡。 Call the bellman to show the guest to the room with baggage. 叫行李生拿行李陪客人到房间。 Extend best wishes. 表达祝愿。Hot TipTask Skills任务技巧任务技巧 Find out the guests name immediately and use it at least three times during the conversation. Always use polite titles as “Mr.” or “Ms.” when addressing the guest. Do not call a guest by his or her first name.立即询问客人的姓名，并在对话中礼貌地称呼三次以上。礼貌立即询问客人的姓名，并在对话中礼貌地称呼三次以上。礼貌地使用地使用“先生先生”或或“小姐小姐”这样的称呼。第一次不要直呼其名这样的称呼。第一次不要直呼其名字。字。 Check the reservation in the computer and confirm the room information with the guest. If there is no reservation for the guest, you should check the reservation list for the vacancies and then introduce them to the guest.在电脑中核实预订情况，并与客人确认房间信息。如果客人没在电脑中核实预订情况，并与客人确认房间信息。如果客人没有预订，查看预订单的空房情况，然后向客人介绍。有预订，查看预订单的空房情况，然后向客人介绍。 Ask the guest to show his or her identification, such as ID card, passport or Officers Certification. You can ask the guest in this way:“May I see some identification?” or “Could I see your passport?”请客人出示身份证件，例如身份证，护照或军官证等。你可以请客人出示身份证件，例如身份证，护照或军官证等。你可以问：问：“我能看看您的身份证吗？我能看看您的身份证吗？”或是或是“我能看一看您的护照我能看一看您的护照吗？吗？” Fill out the registration form. On the form, fill in the guests name(surname and first name), sex, the date of birth, the nationality, the valid card number, the detailed address, the dates of arrival and departure, and the room type and ask the guest to sign his/her name as well.在入住登记表上填写客人的姓名（姓和名）、性别、出生日期、在入住登记表上填写客人的姓名（姓和名）、性别、出生日期、国籍、有效身份证号码、详细地址、到达日期和离店日期及房国籍、有效身份证号码、详细地址、到达日期和离店日期及房型，还要客人签名。型，还要客人签名。 When handling the group check-in, confirm the group name and the number of rooms, and then ask whether there are any changes in the time schedule and the number of persons.办理团队入住登记时，不仅要确认团队名称和房间数，还要询办理团队入住登记时，不仅要确认团队名称和房间数，还要询问客人的时间安排和人数有无变化。问客人的时间安排和人数有无变化。 When asking the guest how to make the payment, we can use the following: 当询问客人怎样付款，可以这样问：当询问客人怎样付款，可以这样问：How will you be paying?How will you make your payment?How would you like to settle your accounts?How would you like to make a payment, by credit card, in cash or with a travelers check? Speak to the guest when finishing the registration as follows: 结束入住登记时说： I hope / Hope you will enjoy your stay here. Please enjoy your stay here.Hot TipUseful Knowledge实用知识实用知识 The sample of the Registration Card 入住登入住登记记卡示卡示样样Surname 姓Name 名Sex 性别Nationality 国籍Place of Birth 籍贯D.O.B. 出生日期Type of Visa 签证类别Validity 有效期 Yr 年 Mth 月 Day 日Type of Identification 证件类别No. 号码Permanent Address 永久性住址 Home/Office 住宅/办公室Date of Arrival 到达日期Date of Departrue 离店日期Room No. 房号Hosted by 接待单位Purpose of Stay 停留事由Travel 旅游 Business 商务 Official 官方活动Rate 房价Method of Payment 付款方式Cash 现金 Credit Card 信用卡Travelers Check 旅行支票 Other 其他Remarks 备注A safe box Provided at Front Office or in the guest room is available for use free of charge.酒店前厅部及客房内的保险箱可免费使用。1717 Some useful expressions in the Front Office 前前厅厅部工作中的部工作中的实实用表达用表达cancellation 取消取消revision 更改更改Room Revenue Report 客房收入报表客房收入报表Expected Departure List 次日客人退房表次日客人退房表Discount & Complementary List 房租折扣及免费表房租折扣及免费表 The room will be kept to 6 oclock in the evening for the reservation in most hotels. 大多数大多数宾馆宾馆将保将保留留预订预订房到当天下午房到当天下午6点点钟钟。 Checking in for guests with a group reservation 为团队预为团队预定客人定客人办办理入住登理入住登记记办理入住登记时，与团队领队（Group leader）确认该团队的团号(Group number)、人数、用房数和住店日期，办理快速登记（Fast check-in）并及时开通所有团队成员房内的电话线路。由团队协调员（Group coordinator）填写团队入住登记卡（Registration Card），并向团队领队收取团队签证（Group visa）和名单（注明房号）。登记结束后，由团队协调员协助团队领队发放钥匙卡和房卡。安排好陪同，同时要求陪同写明叫醒服务时间、离店时间、行李服务时间以及团队在饭店用餐时间安排。团队入住登记卡送礼宾（Concierge）行李组。DialogueSub-task 1: Checking in for the Guest with Reservations子任务一子任务一 为有预订的客人办理入住登记为有预订的客人办理入住登记Sample情景实例情景实例Scene: A couple is at the Reception Desk of the Claude Hotel. The receptionist handles the check-in and answers the guests questions. (R=Receptionist, G=Guest)R: Good evening, sir and madam. Can I help you?G: Good evening. My name is Swanson, Peter Swanson. I reserved a room in your hotel by phone.R: Let me check, Mr. Swanson. A double room with bath, am I correct?G: Yes, overlooking the sea, if possible.R: We have some nice rooms on the eleventh floor, if it suits you.Dialogue G: Well, yes, if there is a lift. R: Just a moment, please. Let me check the registration form. (.)Thanks for waiting. You have a reservation of a double room for three nights, correct? G: Yes, thats right. R: Great, sir. May I see your passports? G: Sure. Here you are.R: Would you fill in this form, please?G: OK. Is that all right?R: Yes, thanks. How would you like to pay？G: By American Express Card.R: May I take an imprint of the card, please?G: Certainly.R: Thank you, sir. Your room is 1121 on the eleventh floor. Here is your key card and your breakfast coupons.G: Thanks.R: You are welcome. Just a minute, please. A bellman will show you to your room. I hope you will enjoy your stay here.DialogueWords and Expressions词汇与表达词汇与表达overlook v. 俯看 suit v.适合imprint v. 印,压印；盖(印等)于； 授权American Express Card 美国运通DialogueSub-task 2:Checking in for the Guest without Reservations子任务二子任务二 为无预订客人办理入住登记为无预订客人办理入住登记Sample情景实例情景实例Scene: A couple is checking in the hotel without reservations. The receptionist helps them make the registration. (R= Receptionist, G=Guest)R: Good afternoon, sir and madam. May I help you?G: Good afternoon, Im Jack Wilson. My wife and I have just arrived. Wed like to have a room at your hotel tonight.R: Welcome to our hotel. Have you made any reservations?G: Im afraid not. Could you arrange a twin room with a bath for us?R: Wait a moment, please. Oh, Room 8201 is available, which commands a good view of Dongqian Lake. Dialogue G: Great, well take it. How much do you charge? R: RMB 580 yuan. G: OK. R: Please show me your passports and fill in this registration form. G: Ill take care of it.R: Thank you. Would you please pay RMB 1,160 yuan as deposit?G: Here you are.R: Thank you. This is the receipt, key and room card to Room 8201. The bellman will show you up with your baggage. I hope you will enjoy your stay with us.G: Thats very kind of you.DialogueWords and Expressions词汇与表达词汇与表达bellmann. 行李生行李生depositn. 定金定金receiptn. 收据收据viewn. 景色景色DialogueSub-task 3: Checking in for Guests with a Group Reservation子任务三子任务三 为团队预定客人办理入住登记为团队预定客人办理入住登记Sample情景实例情景实例Scene: A tour group arrives at the hotel, and the tour leader, Mr. Wang comes to the Reception Desk to check in. The receptionist receives him. (R=Receptionist, G=Guest)R: Good morning, sir. May I help you?G: Yes, please. Wed like to check in.R: Do you have reservations?G: Yes. The Beijing GITS has booked 20 rooms for us.R: Could you please tell me the name of your group?G: The Australian Adventure Travel Agency. R: Just a moment, please. (The receptionist checks the computer.) Yes, 20 twin rooms for three nights. G: Thats right. Here is the name list with the group visa. R: Thank you. Here are the keys to the rooms. Do you need morning call?G: Yes, please. 8:00 a.m. for tomorrow morning and 9:00 a.m. for the rest of the days.R: And here are the vouchers for your breakfast buffet. The breakfast will be served at the Lily Restaurant on the 4th floor.G: Thank you.R: We are always at your service. We hope you will enjoy your stay with us.Hot TipWords and Expressions词汇与表达词汇与表达travel agency 旅行社旅行社 group visa viz 团队签证团队签证breakfast buffet 自助早餐自助早餐Task practicev1. list as many words related to the check-in service as you can.Task practicev2. list as many useful sentences related to the check-in service as you can.Role PlaySituational Training情景实训情景实训Checking in for a walk-in guest Checking in for a walk-in guest 散客登记入住散客登记入住散客登记入住散客登记入住Jim Carrey 是香港半岛酒店的熟客，将要在酒店住一周。是香港半岛酒店的熟客，将要在酒店住一周。他告诉张立，他没和酒店预订，但他想入住面对维多利亚海景的单人房。他告诉张立，他没和酒店预订，但他想入住面对维多利亚海景的单人房。张立告之，面向维多利亚海景的单人房已经客满，但刚好有一间双人房可张立告之，面向维多利亚海景的单人房已经客满，但刚好有一间双人房可提供，价格相对要贵提供，价格相对要贵300美元。美元。Carrey先生用美元旅行支票付款。先生用美元旅行支票付款。行李员行李员Carrey先生把行李搬到先生把行李搬到16楼的楼的09号房。号房。Tips for the ConversationTips for the Conversation1. Regular customer 2. have sb. With us again 3. have no reservation with ones hotel 4. the Peninsula(半岛酒店半岛酒店) 5. the view with Victoria Harbor 6. US$300 higher than 7. travelers check 8.Porter Role PlaySituational Training情景实训情景实训Checking in for a group Checking in for a group 团队登记入住团队登记入住团队登记入住团队登记入住来自荷兰的旅游团领队来自荷兰的旅游团领队 Hilary Swank 在前台为团队办理入住手续。在前台为团队办理入住手续。Swank 确认早餐和离店时间分别是确认早餐和离店时间分别是7点和点和8点。他们要坐点。他们要坐10点的飞机离开点的飞机离开广州。广州。张立告诉张立告诉Swank出发时间恰逢广州上班高峰期，建议其提前半个小时出发。出发时间恰逢广州上班高峰期，建议其提前半个小时出发。最后确认的时间是早餐最后确认的时间是早餐6:30，出发时间是，出发时间是7:30，需安排一个，需安排一个5:40的叫早服的叫早服务。务。Tips for the ConversationTips for the Conversation1. Holland 2. tour leader 3. schedule 4. departure time 5. rush hour 6. half an hour earlier 7. suggest(虚拟语气虚拟语气) 8. morning call Task 2 (part 2) Check-out Services 工作任务二工作任务二 离店结账服务离店结账服务Task Objectives 任务目标任务目标After learning, you should be able to:学完后，应该掌握：学完后，应该掌握： how to provide check-out services如何提供离店结账服务如何提供离店结账服务 Warming-up activitiesv1. Try to list ass many national currencies as possible, and write down the English abbreviation for each currency.v2.What are the possible cost items a guest may incur during his stay in a hotel?(which items do you think the hotel bill would include?)Questions for DiscussionQuestions for DiscussionHot TipWhat you should be able to know你应该知道的知识你应该知道的知识Task Procedure任务流程任务流程 Greet the guest. 问候客人。 Ask about the name and the room number. 询问客人姓名和房号。 Ask the guest to give you the room card. 要求客人退回房卡。 Settle the account. 结账。结账。 Tell the guest the total consumption and give the bill to the guest for checking. 告诉客人消费总额，并把账单交给客人核对。告诉客人消费总额，并把账单交给客人核对。 Explain the items if necessary. 如果需要，解释账单名目。如果需要，解释账单名目。 Ask the guest how to pay and handle the payment. 询问客人怎样付款并办理付款手续。询问客人怎样付款并办理付款手续。 Extend the farewell to the guest. 与客人道别。与客人道别。Hot TipTask Skills任务技巧任务技巧 Check if the guest has paid a reservation deposit. If he has, take the amount of his deposit out of the bill. 核查客人是否付了定金。如果已支付，需在最后的账单中扣除。核查客人是否付了定金。如果已支付，需在最后的账单中扣除。When preparing a guests bill, the cashier should pay special attention to the followings:当收银员给顾客结账时，需特别注意以下几点：当收银员给顾客结账时，需特别注意以下几点： Check with the guest if he/she is entitled to any kind of discount or complementary rate. If he/she is, make the necessary deduction. 核查客人是否被授权给予某些折扣或免费。如有，需做减免。核查客人是否被授权给予某些折扣或免费。如有，需做减免。 Remind the guest to return his room key to the Reception Desk before he leaves the hotel. 提醒客人在离开酒店前到前台归还钥匙。提醒客人在离开酒店前到前台归还钥匙。 In the case when the guest wants to pay his bill by credit card, make sure the credit card can be accepted by the hotel and check if the card is still valid. The expiration date can be found at the front bottom of the card. You should pay special attention to the credit limit as well.当客人用信用卡付账时，务必确认酒店是否接受这种信用卡，并当客人用信用卡付账时，务必确认酒店是否接受这种信用卡，并核实信用卡的有效期限。有效期在卡正面底部。还要特别注意信核实信用卡的有效期限。有效期在卡正面底部。还要特别注意信用额度。用额度。 If the guest settles his/her account with travelers check, make sure that he/she signs the check in front of you in the correct place. Do not accept checks that have already been signed. Then compare the two signatures carefully. 当客人用旅行支票结账时，请客人当着你的面签名，并确保签在当客人用旅行支票结账时，请客人当着你的面签名，并确保签在正确的位置。不要接受已经签好名的支票。然后要对其签名进行正确的位置。不要接受已经签好名的支票。然后要对其签名进行仔细核对。仔细核对。 The common Credit Cards: American Express(AE), Eurocard(EC), Master, International Dinners Club(DC), Visa, International Great Wall, JCB and so on.常用信用卡有美国运通卡、欧卡、万事达卡、国际大来俱乐部卡、常用信用卡有美国运通卡、欧卡、万事达卡、国际大来俱乐部卡、维萨卡、长城卡、日本信贩卡等等。维萨卡、长城卡、日本信贩卡等等。 Let me take an imprint of your card. 我来刷一下您的卡。我来刷一下您的卡。Hot TipUseful Knowledge实用知识实用知识 Some useful expressions 实用实用表达表达extra charge 附加费用credit limit信用额度deposit定金IOU (I Owe You) 欠单service charge 服务费receipt 收据invoice 发票rental 租金check支票cash withdrawal提取现金transfer 转账cashier收银员ATM自动提款机 Some abbreviations in the bills 账单账单上的一些缩写上的一些缩写RC = Room Charge 房费T = Telephone Call Charge 电话费L.DIST = Long Distance Call 长途电话费RESTR = Restaurant 餐饮费L = Laundry 洗衣费MISC = Miscellaneous 杂费TR.CH = Transfer Charge 转出TR.CR = Transfer Credit 转入PD.OUT = Paid Out 代付PAID = Paid 付现C.I.A (Cash In Advance) 预付现金P.I.A. (Paid In Advance) 已预付B.N.P. (Bill Not Paid) 未结账DialogueSub-task4: Checking Out in Cash子任务四子任务四 用现金结账用现金结账Sample情景实例情景实例Scene: Mr. Remington is approaching the Cashier to check out at the Reception Desk.（C=Cashier, G=Guest）C: Good morning. Can I help you?G: Yes, I would like to check out.C: Yes, of course, sir. Whats your name and your room number, please?G: Dannis Remington, Room 1408. C: One moment, please. OK. Here is your bill, Mr. Remington. The total comes to $ 500. G: Alright. Let me have a check. Does this include the service charge and the tax?C: Yes, thats everything. And it shows that the rental for the room and the extras are on the second page. How do you wish to settle your account, sir, in cash or by credit card?G: In cash.C: Just a moment, please. Ill write out a receipt for you. DialogueWords and Expressions词汇与表达词汇与表达rental n. 租金租金settle account 结账结账Role playSituational Training情景实训情景实训Checking out in Cash Checking out in Cash 现金结账现金结账现金结账现金结账Steve Nash Steve Nash 是住在是住在20142014的房客，他在前台办理退宿手续。的房客，他在前台办理退宿手续。他在办理入住登记时已经交了他在办理入住登记时已经交了500500美元的押金。美元的押金。账单总额是账单总额是18501850美元。其中包括他消费的美元。其中包括他消费的2020美元冰箱里的可口可乐。美元冰箱里的可口可乐。张立为他办理结账退宿。张立为他办理结账退宿。Tips for the ConversationTips for the Conversation1. Name and room card 2. draw up your bill 3. in cash 4. total/in all/ totally 5. deposit 6. have your receipt/show me your receipt 7. change 8. we hope youll be staying with us again.Heidy个人观点供参考，欢迎讨论