1、PAGE PAGE 35第一章 Front Office Service第一節接待（Reception）Training ObjectivesUpon completion of this chapter, the learners will: be familiar with the job responsibilities of a receptionist；be able to use the words and expressions widely used in the front desk;be able to deal with guests check-in and recei

2、ve guests at the front desk. Useful Words & PhrasesRegistration form住宿登記表Group visa 團隊簽證Fill in/ fill out 填寫Payment method 付款方式Forename 名Surname/ family name 姓Check in 登記入住Check out 結賬退宿Assign rooms 派房Deposit 押金Settle the bill 結賬Signature 簽名Service charge 服務費Voucher/ coupon 票券Take a print of the car

3、d 刷卡Useful ExpressionsWelcome to our hotel. 歡迎來到我們酒店。Id like to check in, please. 我要登記住宿。Ill check our reservation record. 我要查看一下預定記錄。Just a moment, please. Ill check the arrival list. 請稍等, 我要查一下到客單。Im sorry to have kept you waiting. 對不起, 讓您久等了。Thank you for your waiting, Sir. 讓您久等了。Would you mind f

4、illing in this registration form? 請填一下住宿登記表好嗎？May I take a print of your card? 我能刷一下您的卡嗎？Would you pay 1 000 Yuan deposit? 請預付1 000元押金好嗎？Heres the key to Room 908 and your Room Card. 這是908號房的鑰匙和您的房卡。May I have your passport, please? We need it for registration? 請出示護照, 我們登記時需要。Here is your room key a

5、nd breakfast voucher. 這是您的房間鑰匙和早餐券。If you need anything, just tell the service counter. 如果您需要什么, 請告訴服務臺。Youre welcome. Im always at your service. 不客氣。時刻為您效勞。Youre welcome. Have a nice evening. 不用謝。祝您晚安。I hope you will enjoy your stay with us. 希望您在我們這里住得愉快。I wish you a pleasant stay with us. 希望您在我們這里

6、住得開心。Dialogue:Receiving a guest with advance reservation (R: receptionist, G: guest)R: Good evening. Welcome to the Sunshine Hotel. What can I do for you? G: Id like to check in. I have a reservation with you. R: May I have your name, please? G: David Brown. R: Just a minute, please. Yes. Mr. Brown.

7、 You have reserved a tin room with a sea view for 5 nights. The room rate is $100 per night, including breakfast. Is that right? G: Yes. R: Could you please fill out the registration form? (after a while)G: Here you are. R: How would you like to settle your bill, in cash or by credit card? G: By cre

8、dit card. R: May I take a print of your card? G: Here you are. R: Please put your signature here. Here is your room key, Mr. Brown. Your room number is 907 on the 9th floor. Please make sure that you have your key card when you leave the room. The breakfast will be served from 7 am to 9 am tomorrow

9、at the coffee shop on the first floor. G: Thanks. R: The bell boy will show you to your room. Have a nice stay with us. G: Thank you. R: My pleasure. 第二節 詢問臺（At the Information Desk）Training ObjectivesThe aims are to improve the studentsability to: Answer enquiries;Give information in a polite and f

10、riendly way in many different situations (not just to do with accommodation). Dialogue：I.Showing directions (G=guest; S=staff)G: Excuse me, can you tell me where the nearest supermarket is? S: There is a supermarket two blocks away from the hotel. G: How can I get there? S: When you go out the hotel

11、, turn right and walk along the street until you see a red building. The supermarket is in it. G: Thanks. By the way, where can I find an ATM near here? S: At the bank next door. G: Which way? S: Take a left turn after stepping out of the hotel. the bank is at the corner. You cant miss it. G: Thank

12、you very much. S: Youre welcome. II.Giving information (G=guest; S=staff)S: Good morning. What can I do for you? G: Can you tell me when I ca get a meal in the hotel restaurant this evening? S: Yes, certainly. The service of dinner starts at 7: 30 and last orders are taken at 9: 45. G: I see. Do I n

13、eed to book a table? S: No, thats not really necessary. S: Information. How can I help you? G: Id like some information about trains from Guangzhou to Beijing, please. S: Yes. There are two. One leaves Guangzhou at 8: 00 and it arrives in Beijing at11: 35 the next morning. G: Leaving at 8: 00 and ar

14、riving at 11: 35. S: Thats right. Alternatively, theres another at 15: 00 which arrives in Beijing at 16: 00 the next day. G: Did you say 16: 00? S: Yes. G: Oh, well, that one sounds better. Thank you so much. S: Youre welcome. 第三節 處理投訴（Handling Complaints）Training ObjectivesThe aims are to improve

15、the ability to: respond to complaints and to apologize. Useful Words & Phrasesas soon as possible 盡快be dissatisfied with 對不滿deal with/ handle/ take care of 處理claim 索賠understaffed 人手不足out of order 故障customers first 顧客第一improve 改善/提高Useful ExpressionsWhats the trouble, Sir? 先生, 出了什么問題？Is there anythin

16、g wrong, Madam? 夫人, 出了什么問題？Id like to make a complaint. 我要投訴。Can you change the room for me? Its too noisy. 能換房嗎？這太吵了。Please accept my apology on behalf of the hotel. 請接受我代表酒店向您的道歉。We might have overlooked some points. 我們可能忽略了一些細小的地方。Im terribly sorry, Sir. Ill attend to it at once. 很抱歉, 先生。我馬上處理這件事

17、。Ill look into this matter at once. 我馬上去查清這件事情。There could have been some mistake. I do apologize. 可能是出了什么差錯, 實在是對不起。I understand how you feel and well try our best to help you. 我理解您的心情, 我們會盡最大的努力幫助您。Im afraid you have misunderstood what I said. Perhaps I can explain it again. 恐怕您誤會我的意思。不妨讓我再解釋一下。To

18、 express our regret for all the trouble, we offer you complimentary flowers. 我們給您帶來了這么多麻煩, 為表達歉意, 特為您提供免費花籃。Im sorry. Its the policy of the hotel. I hope you will understand. 對不起, 這是酒店的規定。希望您能理解。Im afraid I cant do that for you. Its against our regulation. 恐怕我不能那樣做, 這是違反酒店規定的。Please allow me to send

19、 a chambermaid to your room to help you look for it again thoroughly. 請允許我派一個服務員來幫您在房間里再仔細找找。Shall I call the police for you?我幫您報警好嗎？I will speak to our manager about it. 我會向經理報告這件事情。第二章 Housekeeping Service第一節 Introducing Room FacilitiesDialogue One (FA: Floor AttendantB: Tony Brown)FA: Welcome to

20、the fifth floor. Im the floor attendant. Can I help you? B: Yes. Where is my room? FA: Sure. May I have a look at your room card, please? B: Here you are. FA: Its Tony Brown. Room 322. Is that all right? B: Yes. FA: Ill show you to your room. This way, please. Room 322 is at the end of the long corr

21、idor. B: OK. After you. FA: This is your room, Mr. Brown. May I have your key, please? Let me open the door for you. B: Here it is. FA: Ive opened the door, Sir. (Precedes the guests into the room and turns on the light)B: Thank you. When will my baggage arrive? FA: Your suitcases will be here short

22、ly. The bellman is handling them. B: Very well. (looking around the room)FA: (Drawing the curtains aside and adjusting the air conditioning) How do you like the room? It is spacious with the window facing south. B: Yes, its nice. FA: Im glad you like it. Here are your key and breakfast voucher, Mr.

23、Brown. B: Thank you for your help. FA: You are welcome, Sir. I hope youll enjoy your stay here. Dialogue Two (R: Room Attendant; G: Guest)R: Your room is facing the garden, Mr. Black. Its very quiet. I hope you will like it. G: Yes. The room looks very nice. R: Here is the master switch. Please be s

24、ure to insert the keycard into its slot, other wise the powerwill be cut. This is the temperature control. You may adjust it as you like. And the panel on the nightstand controls the different devices in the room. That door leads to the bathroom, and there is laundry bag behind the door. The hot wat

25、er supplies all day long. G: Can you tell me our telephone number? R: The extension number is just the same as your room number. If you need anything, please dial 9 or press the button over there. Here is the wardrobe, the luxury cotton bathrobe, the hairdryer, and the minibar. G: What about the TV?

26、 R: This the remote control. There are twenty channels including three English programs. And this television offers satellite channels and pay movies. Here is a program list. There is the socket for the electric shaver. Here in Dina it is 220V. G: Oh, my electric shaver is operated by 110V. R: Dont

27、worry, Sir. We have transformers on loan. G: Good. Can I have one? R: Sure. Mr. Black. Ill bring you one immediately. Well, is there anything else I can do for you? G: One more thing, how can I make an outside call? R: If you want to make an outside call, please dial “0” first. There is a telephone

28、directory on the writing desk. You may read it. By the way, here is our hotels Service Information Booklet. It gives you an idea about our services and facilities. G: Wonderful. Thank you very much. R: My pleasure. Dialogue Three (C: Clerk; G: Guest)C: (knocking at the door and waiting for a reply)

29、Room attendant, may I come in? G: Yes. Come in, please. C: Good afternoon, Mr. Black. Here is the transformer you need. G: Thank you. By the way, Id like to have breakfast in my room. When should I order that? C: This is your doorknob menu. Just check the items you would like for breakfast, mark dow

30、n the time and hang it outside your door before you go to bed tonight. Out hotel has very considerate room service. G: I hope Ill get up on time. C: You can place a wake-up call with the operator. G: Thank you for the information. C: If you dont want to be disturbed, just hang the “DND” sign outside

31、 on the doorknob or push the red button. If it is turned the other way, Ill know you want me to make up your room. G: Thats very kind of you. C: Im always at your service. Useful Phrases and Sentences for ServiceWelcome to the eleventh floor. Im the floor attendant. This way, please. Ill show you to

32、 your room. How do you like the room? The room is facing south and commands a good view of the beautiful garden. Here is the master switch. Please be sure to insert the keycard into its slot, other wise the power will be cut. And the panel on the nightstand controls the different devices in the room

33、. We have transformer on loan. This is the temperature control. You may adjust it as you like. If you want to make an outside call, please dial “0” first. If you need help, please dial 9. There is a telephone directory on the writing desk. There are twenty channels including three English programs.

34、I have got the slippers for you. They are in the bedside table. Here is the light switch. Ill bring you one immediately. Be sure not forget the password you set. The original code is your room number. The safe will not unlock if you put in the wrong password. Otherwise it will cause much trouble. He

35、re is our hotels Service Information Booklet. It gives you an idea about our service and facilities. 第二節 Cleaning the RoomDialogue One (R: Room Attendant; G: Mr. Eric Gates)R: Housekeeping. May I come in? G: Yes, please. R: Good morning, Sir. Sorry to disturb you. May I clean the room now? G: OK. R:

36、 Do you mind my opening the window? G: No, of course not. R: Oh, Sir. Im afraid you have not marked the minibar list. You had a Brandy which costs RMB100. Am I correct? G: Yes, exactly. R: Would you please sign your name on the minibar list? G: Sure. Here you are. By the way, the minibar doesnt keep

37、 cool. R: Oh, sorry. Let me have a check Ah, the plug is not tightly inserted in the socket. Would you like me to tidy up a bit in the bathroom? G: OK. But please dont use the vacuum cleaner anywhere in the room. R: I see. (After the cleaning)R: Is there anything else I can do for you, Mr. Gates? G:

38、 No, thank you. I really appreciate your efficient work. R: My pleasure. Goodbye. Dialogue Two (R: Room Attendant; G: Mrs. Smith)R: Good evening. Room Centre. What can I do for you? G: Good evening. Could you send someone to clean my room? R: May I have your name and room number, please? G: Helen Sm

39、ith. Room 1203. R: Yes, Mrs. Smith. The “DND” sign hanged on your room doorknob most of the date, so we didnt clean the room so as not to disturb you. G: Well, it is my fault. I forgot to take down the sign when I went out. R: Do you wish the room to be cleaned now? G: Yes, if there is not much both

40、er. R: No trouble at all, madam. The room attendant will be in your room soon. (A few minutes later)R: Room attendant. May I come in? G: Yes, what is it? R: Im sorry to disturb you, madam. But Im here to clean your room. G: Well, Im expecting some friends at the moment. R: What time would be conveni

41、ent, madam? G: Let me see. Could you come again around 10 pm? R: Its all right. Bye, madam. G: Bye-bye. Dialogue Three (H: Housekeeping; G: Guest)H: Good morning, Mr. and Mrs. Bellow. May I com through, please? G: Good morning? Its almost noon, and our room hasnt been made up yet. H: Im so sorry, ma

42、dam and Sir. I was just coming along to your room as soon as I had finished this one. G: Really? I do think you could do our room first for a change. Why are we always the last? H: Well, we have a section of 15 rooms, and we always do the check out rooms first, unless there is a request. G: Check ou

43、t rooms? What are they? Do you mean that the people who go out early get their rooms done first? If that is so, we were out at 7 am this morning. HA check out room means the guests are leaving the hotel at the end of their stay. We have to get the rooms ready for sale by the Front Office. G: But wed

44、 like to take a nap after lunch. H: Yes, I see. Your room will be ready in half an hour, Mr. and Mrs. Bellow, after your lunch. G: Can you do this for us every day? H: Certainly, madam. We always try to have rooms made up early on request. Just let us know what you need, and if we can, well oblige.

45、G: Thank you. I suppose it is a lot of work for you. Is the hotel full? HYes, Sir. The occupancy is very high. This is the peak season for tourism in this area. G: Thank you for your cooperation. H: My pleasure. I do hope you are enjoying your stay with us. G: Oh, we are. Good-bye. Useful Phrases an

46、d Sentences for ServiceHousekeeping. May I come in? Ah, the plug is not tightly inserted in the socket. OK. But please dont use the vacuum cleaner anywhere in the room. May I clean your room now? Will it be convenient for you if I come to do your room in an hour? Your room will be ready before you c

47、ome back from the restaurant, I promise. Im here to get your bathroom cleaned. Ill clean the bathroom and replace some fresh towels. The hotel provides free shoe polishing/shining service for its guests. We always do the check out rooms first, unless there is a request. 第三節Laundry ServiceDialogue On

48、e (R: Room AttendantG: Mr. Gates;L: Laundry Person)G: Good morning. Is this Housekeeping? R: Yes, Sherry speaking. How may I help you? G: Im Eric Gates. Room 322. I have a silk tie and a suit for the laundry.What time do you pick up laundry? R: Sure, Sir. Laundry is collected from 7 am through 9 am,

49、 and it will be returned to your room by 8 pm the same day. Articles collected before 2 pm will be returned by 2 pm the next day. G: I see. And what are the rates? R: The laundry rates are in the stationery folder, Sir. G: Good, but I dont think the silk tie is color-fast. Will the color run in the

50、wash? R: You may have it dry-cleaned. Then the color wont run. G: Thats fine. And the lining of this suit might tear over further while washing. R: Dont worry, Sir. Well see it on before the washing. Please dont forget to fill in the laundry form, otherwise the hotels count shall be considered corre

51、ct. G: All right, I see. Would you please send someone up for my laundry now? R: Sure, Sir. A valet worker will be up in your room in a few minutes. G: Thank you. R: You are welcome. (After a few minutes)L: Laundry person. May I come in? G: Yes, please. L: Good morning, Sir. You said you have some l

52、aundry. And Im here to pick it up. G: Yes, exactly. LWould you please fill out the laundry form, Sir? G: OK. I want this suit and vest pressed and the tie dry-cleaned. LYes. Please mark them down on the laundry list. G: The shirt must be washed by hand in cold water. Please use soft soap only; other

53、wise, the color will fade. L: By hand in cold water, soft soap. I understand, Sir. G: Theres also a stain on this shirt. Id like it removed before washing. L: Well do our best to remove the stain but we cant guarantee the outcome, Sir. G: Thats OK. By the way, do you have mending service? LYes, Sir.

54、 G: There is a hole on the sock. It needs darning. And the shirt has one button missing. Please sew it on. L: Im afraid we cannot mend a hole. But well sew on a new button for you. G: Thats all right. Thank you. L: My pleasure. Dialogue Two (S: StaffG: Gust)S: Laundry Centre. How may I help you? G:

55、Yes, this is Mr. Smith in Room 1106. I have a three-piece suit to be dry-cleaned and a sweater to be washed right away. S:We usually pick up laundry before 9 am. Now it is 12 noon. Im afraid your laundry cant be returned today. G: But I need to wear it to attend a party this evening. S: Dont worry,

56、Mr. Smith. Our express service is available if you like. G: Thats great. How do you charge for it? S: There is a 50% extra charge, but it only takes you four hours. G: Very good. Ill have the express service then. SMay I send someone right up to pick up your laundry now, Mr. Smith? G: Yes, I couldnt

57、 find my laundry bag. S: Did you look in the top drawer, Mr. Smith? G: Yes, nothing there. S: Dont worry, Mr. Smith. The vale t worker will be up with an extra laundry bag. G: Thats very kind of you. Just a moment, I nearly forgot something. S: Anything else I can do for you? G: Please wash the swea

58、ter by hand in cold water, or it might shrink. S: By hand in cold water, I have taken note of it. G: Thank you. You are most helpful. S: My pleasure. We are glad to be of help, Mr. Smith. Have a good day!Dialogue Three (S: StaffG: Gust)S: Good evening, this is the Laundry Centre. May I help you? G:

59、Yes, Im Mrs. Walker in Room 1516. I just received my laundry and I had a lot of complaints. S: What is the problem, madam? G: First, I sent a sweater to the laundry, but it comes back badly shrunk. You must have washed it in every hot water. And I also sent a silk dress which was a little bit burnt.

60、 S: Im sorry you didnt enjoy our usual good service. In such a case, the hotel should certainly pay for the damage. G: How will I be refunded? S: According to the hotel policies, we pay an indemnity no more than 10 times the laundry charge. I hope you can understand us. G: Whats the laundry charge,