1、1,實用階梯英語,酒店英語,2,酒店英語人才前景,根據國家旅游局2010年發布的統計報告顯示，我國星級酒店發展迅速，截至2009年年底，中國已有13378家星級酒店，比上一年增長了11.26%. 自奧運會始，已有14.5萬間高檔客房投入使用，而四星、五星級的酒店就需要員工10萬人左右，預計到2011年僅北京酒店行業管理人才（包括酒店、飯店、機場、旅游）缺口就將在50萬人左右。”法國雅高集團大中華區運營副總裁齊默表示,3,2011年職業需求排行榜,1 市場營銷 2 計算機（IT類-開發/應用） 3酒店/賓館/餐飲旅游類 4 營銷管理 5 公司文職類 6 商店/零售服務類 7工業/工廠類 8 廣播

2、/影視媒體/攝影專業類 9 技工/普工類 10 財務/審計（統計）類,4,Diagram,5,Program 1,Front Office 項目一 前廳部,Front Office is the answer station for residence halls. If you have any questions about housing, or need assistance from Housing staff, or directions to a new location, stop by or call and ask the desk staff. They are all

3、knowledgeable about the hotel, the nearby places, and the city. In most halls, Front Office is located near the main entrance. Also, you register, check-in, check-out, change money and ask for other helps there, so Front Office is an open window of a hotel,Front Office Introduction 前廳部介紹,6,Hot Tip,前

4、廳部是酒店住宿的總服務臺。如果 你有住宿方面的問題，需要客房工作人 員的協助或地點問詢等，你都可以到前廳 部或打電話給前廳部解決。這里的工作人員對酒店本身， 周圍環境，甚至整個城市都很熟悉。大多數酒店的前廳部 都靠近正門。你可以在這里登記入住，結賬離店，兌換貨 幣或詢求其他幫助。可見前廳部是酒店對外的“窗口,7,Hot Tip,Main Functions of the Front Office 前廳部主要功能,Information Inquiry Service 信息問詢服務 Room Reservation Service 客房預訂服務 Check-in Service 入住登記服務 C

5、oncierge Service 禮賓服務 Business Center 商務中心 Check-out Service 離店結賬服務,8,Concierge Services,5,Front Office,Receiving Room Reservations,1,Extending the Stay and Changing the Room,3,9,Hot Tip,Task 1 Receiving Room Reservations 工作任務一 受理客房預訂,Task Objectives 任務目標 After learning, you should be able to: 學完后，應

6、該掌握： receive FIT reservations 受理國外散客預訂 receive group reservations受理團隊預訂 receive guaranteed room reservations 受理有保證的客房預訂 receive room reservation cancellation受理客房退訂 receive room reservation revision受理客房預訂變更,10,Hot Tip,Words and Expressions,詞匯與表達,long distance call 長途電話 vacancy n. 空位 single room 單人房 d

7、ouble room 雙人房 air conditioning 空調 mobile phone 手機，移動電話 look forward to 期望,11,Hot Tip,Sub-task 1: Receiving FIT Room Reservations 子任務一 受理國外散客預訂,Sample,情景實例,Scene: George Smith and Lauren Smith, a British couple, are going to spend their holidays in China. Now Mr. Smith is making a reservation at Mar

8、riott Hotel in Ningbo through a long distance call. (R=Receptionist, C=Customer) R: Good morning, Marriott Hotel. Can I help you? C: Good morning. Have you got vacancies from July 18th to 20th? Id like to make a reservation for three nights. R: All right. Single or double room? C: Double room, pleas

9、e. R: Let me check. Yes, we have a double room available. C: Is that with or without bath? R: Its a room with shower and toilet. C: That sounds good. Is there air conditioning? R: Certainly, sir,12,Hot Tip,C: How much will it be for one night? R: Let me see. A double room is RMB 600 yuan per night.

10、C: Does that include breakfast? R: Yes, that includes a Chinese or American breakfast and a newspaper China Daily. C: Do you accept Visa Card? R: Yes, we do. What time will you be arriving? C: I should be there around 7：00 p.m. on the 18th. R: OK, sir. Could I take your name and contact number, plea

11、se? C: Yes, my name is George Smith. Mobile phone number is 0013602923671. R: Could you spell that, please? C: George Smith, G-E-O-R-G-E, S-M-I-T-H. R: Mr. George Smith. A double room with bath and air conditioning for the nights from 18th to 20th. Am I correct? C: Yes, thats right. Thank you. R: Yo

12、u are welcome, sir. We are looking forward to your coming. Goodbye,13,Types of room,Single room,14,Types of room,double room,15,Types of room,twin room,16,Types of room,triple room,17,Types of room,suite,18,Executive room,Types of room,Just a room for executives in hotel,19,Hot Tip,Situational Train

13、ing,情景實訓,1. Role play Your name is Bill Brown. Youd like a single room with shower from July 18th to 22nd. The hotel receptionist answers the phone and accepts the booking. 2. According to the dialogue you made above, fill in the missing information in the Reservation Form,20,Hot Tip,Reservation # M

14、r./Mrs./Miss/Ms.: _ Arr. Date: _ Depart. Date: _ ETA: _ No. of nights: _ Room type: _ No. of rooms: _ No. of persons: _ Rate quoted(報價):_ Contact/Company name:_ Address: _ Phone No.: _ Method of payment: _ Gtd booking: _,21,有保證預定,指有物質上的保證到時會入住，相應地，酒店方也會將預定的房間保留，一般情況下需預訂時支付一定的金額，如果預訂方違約，不入住，擔保的金額不能退還

15、,預付訂金方式,預付款prepayment :提前支付 信用卡credit card: 提供信用卡號 押金advanced deposit: 提前支付一天房費,22,無保證預定,無需物質上的保證預訂，到期不入住，酒店方將不會保留，同進預訂方會在酒店留下NOSHOW的記錄,23,Sub-task 2: Receiving Group Reservations 子任務二 受理團隊預訂,Sample,情景實例,Scene: The telephone rings. The receptionist answers the phone. (R=Receptionist, C=Customer) R:

16、Reservations. May I help you? C: Yes. I am calling from Sunny Trade Company. Id like to know if you have rooms available. We are going to have a conference. R: May I know how many people there will be in the conference? C: 20 persons. R: What kind of room would you like? C: Id like 10 twin rooms. R:

17、 For when? C: For July 21st, 22nd, and 23rd,24,R: One moment, please, sir.(The receptionist is checking the list.) Yes, we can confirm 10 rooms for those days. C: Thank you. Is there any special rate for a group reservation? R: Yes, there is a 15 percent discount. C: Thats great. R: By the way, how

18、will you be settling the accounts, please? C: Our company will cover all the expenses and we will send you a cheque soon. Oh! According to the program, they will have a meeting on the 22nd. Have you got a middle-sized conference hall? R: Yes, sir, we have a very nice multifunction hall, but youll ha

19、ve to speak to the sales manager about that. Please hold on a moment and I will put you through,25,Hot Tip,Words and Expressions,詞匯與表達,available a. 可獲得的 twin room 雙床雙人房 group reservation 團隊預訂 special rate 特價 cheque n.支票 conference hall 會議廳 multifunction hall 多功能廳 sales manager 銷售經理 hold on 稍等 put.th

20、rough 轉接,26,Hot Tip,Situational Training,情景實訓,1. Role play Suppose you are the leader of a travel agency. You are calling Room Reservations of Beijing Hotel. You want to book 10 twin rooms from 6th of October to 10th of October for your group members, who will stay in Beijing to have a travel. The r

21、oom rate is 180 dollars per night. You can enjoy a 15% discount for the group reservation. 2. According to the dialogue you made above, fill in the missing information in the Reservation Form,27,Hot Tip,Reservation # Mr./Mrs./Miss/Ms.: _ Arr. Date: _ Dep. Date: _ ETA: _ No. of nights: _ Room type: _

22、 No. of rooms: _ No. of persons: _ Rate quoted: _ Contact/Company name: _Address: _ Phone No.: _ Method of payment: _ Gtd booking: _,28,Sub-task 3: Receiving Guaranteed Room Reservations 子任務三 受理有保證的客房預訂,Sample,情景實例,Scene: Mr. Smith calls the Reservations of the Marriott Hotel to reserve rooms. The r

23、eceptionist explains and asks for necessary details. (R=Receptionist, C=Customer) R:Good afternoon, Reservations. Can I help you? C:This is George Smith. Id like to reserve a room for my friends. R:Oh, Mr. Smith. What type of room do you prefer? C:A twin room, please. R:For which dates? And how many

24、 guests will be arriving? C:From July 18th to July 20th. Two persons,29,指有物質上的保證到時會入住，相應地，酒店方也會將預定的房間保留，一般情況下需預訂時支付一定的金額，如果預訂方違約，不入住，擔保的金額不能退還,預付訂金方式,預付款prepayment :提前支付 信用卡credit card: 提供信用卡號 押金advanced deposit: 提前支付一天房費,有保證預定,30,Hot Tip,R： Hold on, please. One twin room from July 18th to July 20th

25、. Yes, we still have rooms available. The rate will be RMB 550 yuan per night. C: OK, thats fine. R:Can I have your guests names, please? C:Tom Gree and his wife. Can you give us a special rate since ours is a company booking? R:There is a 20% company discount. C:Great. With or without breakfast? R:

26、The room rate includes free breakfast. How do you wish to guarantee your booking,31,Hot Tip,C:My Visa Card. The card number is 6637 00092 2224. R:Thank you. How will they be arriving? C:By air. Do you offer airport pick-up services? R:Yes. What is their flight number? C:Flight AU 220, arriving in Sh

27、anghai at 3:00 p.m. on the 18th. R:OK, our hotel shuttle bus will pick them up at the airport when they arrive. C:Thank you. Goodbye. R:Youre welcome. Goodbye, Mr. Smith,32,信用卡,AE (American Express)美國運通卡,33,Master 萬事達卡,34,Vise 維薩卡,35,長城卡,36,Shuttle bus,37,Hot Tip,Words and Expressions,詞匯與表達,prefer v

28、. 更喜歡 guarantee v. 保證 shuttle bus 班車 Visa Card 維薩卡 Pick-up service 接機服務,38,Hot Tip,Situational Training,情景實訓,1. Role play Mr. Jason calls the Reservations of Marriott Hotel to reserve a suite with the river view for his boss. The staying date is from Oct. 5th to Oct. 7th. The room rate is 200 dollar

29、s per night. He hopes to guarantee his reservation with Visa Card. 2. According to the dialogue you made above, fill in the missing information in the Reservation Form,39,Hot Tip,Reservation # Mr./Mrs./Miss/Ms.: _ Arr. Date: _ Dep. Date: _ ETA: _ No. of nights: _ Room type: _ No. of rooms: _ No. of

30、persons: _Rate quoted: _ Contact/Company name: _Address: _ Phone No.: _ Method of payment: _Gtd booking: _,40,Hot Tip,Sub-task 4: Receiving Room Reservation Cancellation 子任務四 受理客房退訂,Sample,情景實例,Scene: A guest wants to cancel the reserved room under the name of Jack Brown. The receptionist helps him

31、make the cancellation. (R=Receptionist, G=Guest) R: Room Reservations. May I help you? G. Id like to cancel a reservation. R: Who is the reservation made for? G: Jack Brown. R: How do you spell that, please? G: B-R-O-W-N, Brown,41,Hot Tip,R: What was the date of the reservation? G: From October 2nd

32、for 3 nights. R: Excuse me, but is the reservation for you? G: No, its for my friend. R: May I have your name and phone number, please? G: Yes, its Mary and my number is 365-7071. R: Thank you, maam. Ill cancel Mr. Browns reservation from October 2nd for 3 nights. We look forward to another chance t

33、o serve you,42,Hot Tip,Words and Expressions,詞匯與表達,cancellation n. 取消 room availability 客房預訂情況（有無空房,43,Hot Tip,Situational Training,情景實訓,Role play Mary wants to cancel a reservation. The date of reservation is from June 2nd to June 4th, for 3 nights altogether. The reservationist cancels the reserva

34、tion for Mary,1/31/2021,44,Hot Tip,Sub-task 5: Receiving Room Reservation Revision 子任務五 受理客房預訂變更,Sample,情景實例,Scene: The guest Alice made a room reservation for 2 nights. She wants to extend her stay for 5 nights. The hotel clerk helps her revise the reservation. (C=Clerk, G=Guest) C: Room Reservatio

35、ns. May I help you? G: Yes, my name is Alice, and I made a reservation for 2 nights from July 11th to July 13th. Id like to extend it for 2 more nights until the 15th. C: For 5 nights from July 11th to July 15th? G: Thats right. C: Will there be any change in your room type? Your reservation is for

36、a twin room. G: No. C: Thank you, madam. We will extend the reservation for you,1/31/2021,45,Hot Tip,Situational Training,情景實訓,Role play Mr. Brian reserved two twin rooms with the Garden Hotel for business meeting for 2 nights from May 4th to May 5th. Now he is calling from London to change the date

37、 of the reservation for his meeting has been delayed until May 6th to May 7th. The room type has not been changed,Hot Tip,What you should be able to know 你應該知道的知識,Task Procedure,任務流程,Greet the guest. 向客人問好。 Ask the guest for the following reservation information: 向客人詢 問下列預訂信息： The date of arrival an

38、d departure. 客人到達和離開的時間。 The number of the people. 住店的人數。 The room type and the number of rooms. (客人所要的)房型和房間數,Hot Tip,Check the room availability in the computer. 在電腦上核查是否有空房間。 Get the following information from the guest: 從客人那里獲取下列信息： The name of the guest or the name of the group. 客人姓名或團隊名稱。 The

39、guests telephone number. 客人的電話號碼。 The contact name and his telephone number. (如果是代訂需要留下)代訂人的姓名及電話號碼。 Confirm the reservation. 確認預訂。 Extend your wishes. 表達祝愿。 Form the reservation record. 形成預訂記錄,Hot Tip,Task Skills,任務技巧,The receptionist should answer the phone call before the phone rings for the thir

40、d time, then make a self-introduction with polite expressions and speak in a friendly and clear tone with moderate speed,在電話響第三聲之前，接待員應接起電話，并禮貌地做自我介紹，用清晰、友好的語調和適當的語速作答,Hot Tip,Ask the guest about the time of his arrival and departure with the following sentences,用下列句子詢問客人到達和離開的時間,What date would tha

41、t be? For which/what date? For when? How long will you intend to stay,Hot Tip,Do confirm after getting all of the information about the reservation,在獲得所有預訂信息之后一定要確認,If you dont understand what the guest says, be sure not to guess or pretend to know at all. Certainly you dont have to be afraid of thi

42、s. Ask the guest to say again with:“I beg your pardon.” “Pardon?”or“ Sorry, I can not catch you. Could you please repeat that,沒有聽懂或沒有聽清客人的話時，切忌猜測，更不要假裝明白。當然也不用怕。可以請客人再說一遍，如：“請再說一遍”，“請重復一下”，或是“對不起，我沒有聽懂，能否再重復一遍,Hot Tip,If the rooms are fully booked, or the rooms needed have been reserved, you can recommend the followings to the guest in order to solve the problem: Some other kinds of rooms. Some other staying date. Some other hotels,如果酒店客房已經訂滿，或是客人所需房間已經被預訂，可以用下列辦法來解決此事： 推薦別的房型。