現代酒店服務英語清華大學出版社ServiceEnglishinModernHotelChapterOneFrontDeskService

前臺服務

ServicePosition服務崗位TheFrontDesk/ReceptionDesk/FrontOffice/GeneralServiceCounter(前臺/總臺/總服務臺)isnotonlyaveryimportantpositionoftheFrontOfficeDepartment，butalsothehubofactivitiesofthehotel.

theFrontDesk前臺roomreservation客房預訂theFITreservation散客預訂dispatch（n.&vt.）調度，處理entrance（n.）入口，進口，門口extend/cancelthereservation延長/取消預訂walk-inguests沒有預訂的客人extendingthestay延宿check-in（n.）入住登記roomrate房價KeyWordsandExpressionsSkillsandAttainments服務技能與素養UnitOneCheck-in單元1入住登記

ProcedureofService服務流程Check-infortheguest

Greettheguest.Asktheguestwhetherhehasareservationwiththehotel.Findoutthereservationinthecomputerforconfirmation.Forawalk-inguest:Checkthereservationlistforthevacanciesinthecomputer，andintroducethemtotheguest.

ProcedureofService服務流程Asktheguesttoshowhisidentification.Asktheguesttofillintheregistrationlist.Asktheguesthowtomakethepayment.Formthechecking-inrecord.Givethekeycardtotheguest.Telltheguestthatthebellmanwillshowhimtotheroom.Extendbestwishestotheguest.

ProcedureofService服務流程Registeringthegroupthathasareservation

Findthetourleader.Self-introduce

Confirmthegroupnameandthenumberofrooms.Askthegroupleaderwhetherthereisanychangeinthescheduleorinthenumberofthepersons.Askthegroupleadertohelphismemberstocompletetheregistrationcards.Formthechecking-inrecord.

ProcedureofService服務流程Givethekeycardsandbreakfastvoucherstothegroupleader.Tellthegroupleaderaboutthearrangementsuchas：

Theplaceandthetimeoftheactivities.Howandwheretocollecttheluggagewhentheyleave.Wishthemtoenjoytheirstay.

ServiceConversation1

YouAreOurGuests

1.Theguesthasareservationwiththehotel，doesn’the?2.Howdoesthereceptionistdealwiththewalk-inguest?3.Whatdoestheguestpay150USdollarsas？Answerthequestionsaccordingtotheserviceconversation.Practice

ServiceConversation2RegisteringaGroupThatHasaReservation

1.Isthereanychangeinthescheduleofthegroup?2.Whatdoesthehotelarrangeforthegrouptodo?3.Howmanyroomsarethereoneachfloor?4.WhatdoyouthinkofZhouJun’sserviceintheserviceconversation？Answerthequestionsaccordingtotheserviceconversation.Practice

check-in（n.）入住登記vacancy（n.）空房registrationcard/form登記卡/表makethepayment付款identification（n.）身份證schedule（n.）計劃表，時間表luggage（n.）行李receptionist（n.）接待員signature

（n.）

簽名，署名，蓋章receipt（n.）收據breakfastcoupon早餐卷contact（n.&vt.）聯系，交涉KeyWordsandExpressions

PointsofServicePerformance服務演練要點Whencheckingin，firstasktheguestwhetherhehasreservationwiththehotel.Ifheisaguestwithareservation，youneedtofindouthisinformationrecordforconfirmation.Ifthereisnoreservationforthisparticularguest，youshouldcheckthereservationlistforthevacanciesandthenintroducethemtotheguest.Besuretopolitelyasktheguesttopresenthisvalidcertificates，suchasIDcardandpassport.

Whenyouasktheguesttofillintheregistrationformandfillouttheregistrationrecordinthecomputer，makesuretogetthefollowinginformationfromtheguest:nationality，age，occupation，passportnumber;thedatesofarrivalanddeparture；theroomtype，theroomnumber；thedatesofarrivalanddeparture；theroomnumberandtheroomrate；andthesignatureoftheguest.Whenyouhandleagroupcheck-in，confirmthegroupnameandthenumberofrooms,andthenaskwhetherthereareanychangesinthescheduleofthenumberofpersons.PointsofServicePerformance服務演練要點

PerformanceforService模擬演練TaskAGuestCardGuestname:TomSmith,atourleaderReservation:20standardroomsfor20persons;

2nightsChange:22standardroomsfor23persons;2nightsSpecialrequest:Specialrate

Practicemakingaregistrationinpairsaccordingtothefollowingtwocards.

PerformanceforService模擬演練ReceptionistCardGreettheguestIntroduceConfirmthereservationDealwiththechange.Discount:15%off

PerformanceforService模擬演練TaskBMr.JennyBrownisstandingattheFrontDesk.Hesaysthathebookedasingleroomamonthago.ButunfortunatelythereceptionistLiuYingcan’tfindit,hecan’tcheckin.LiuYingchecksinthecomputerandshefindsoutthataguestjustcheckedout15minutesago.Itwilltake20minutesfortheroomtobecleaned.

PositionKnowledge崗位知識Anothernameforhotelkeepingisthe“courtesyindustry”.Weadvocateconventionalandgoodmannersandpoliteness.Practicethesetilltheybecomesecondnature-tillyouarecourteousautomatically.Iftheguestpaysincash，hehastohandinsomedepositinadvance.Iftheguestpaysbycreditcard,youshouldaskhimtogivehiscreditcardtobepre-authorized.Whenseeingthepassport,paymoreattentiontothefollowinginformationoftheguest:nationality，age，occupation，passportnumberandthedateofexpiry.UnitTwo

ComplaintsandontheGuest’sRequest單元2處理投訴和回應客人要求

ProcedureofService服務流程Greettheguest.Bepatienttolistentowhattheguestsaysandtakenotes.Say“sorry”ormakeanapologytotheguest.Repeatwhattheguestsaysforconfirmation.Telltheguestthemeasurestobeadoptedatonce.Telltheguestwhentheproblemwillbesolved.Asktheguesttotellhisnameandroomnumber.Say“Thankyou”totheguest.Telltherelatedclerkwhattodoatonce.Examtheresultandmakearecord.

ServiceConversation3OurHousemaidwillBringThemtoYourRoomSoon

1.WhydoesTomWhitecallthereceptionist?2.WhatdoesthereceptionistsaytoTomWhite?3.Whatwillthehousemaidsendtotheguest’sroomsoon?PracticeAnswerthequestionsaccordingtotheserviceconversation.

ServiceConversation4WeDoApologizefortheInconvenience

1.Theguestisnotverysatisfiedwiththeroom.Why?2.HowdoesWangLidealwiththecomplaint?3.WhatdoesWangLidofifteenminuteslater?PracticeAnswerthequestionsaccordingtotheserviceconversation.

complaint（n.）投訴，申訴，牢騷makeanapology道歉adoptmeasures采取措施toothpaste（n.）牙膏housemaid（n.）女服務員air-conditioner（n.）空調repairman（n.）維修人員satisfy（vt.）使滿足，使滿意KeyWordsandExpressions

Whenaguestmakesacomplaintagainstsomethingtoyou，besurenottoarguewiththegust.Certainly，don’tmakeexcusesandblameothers.Listencarefullyandtakenotes.Thensay“sorry”tohimandtellhimwhatwillbedone.You’dbettertellhiminwhattimetheproblemwillbesolved.Avoidbeingdefensive，irritated，orangry,eventhoughthesereactionsarenatural.Showyoursympathyandempathy.Don’tonlylookatthingsfromyourviewpoints.Trytoputyourselfint