酒店实训英语课件

English Practice for Hotel Service 酒店英语服务实训酒店英语服务实训English Practice for Hotel Ser1三亚酒店品牌：三亚酒店品牌：三亚酒店品牌：2Chapter 1：Front OfficeUnit 1Unit 1:Making Room ReservationsMaking Room ReservationsUnit 2Unit 2:Checking inChecking inUnit 3Unit 3:Extending the Stay and Extending the Stay and Changing the Room Changing the RoomUnit 4Unit 4:Dealing with a Complaint and Dealing with a Complaint and on the Guests Request on the Guests RequestUnit 5Unit 5:Foreign Currency ExchangeForeign Currency ExchangeUnit 6Unit 6:Checking outChecking outChapter 1：Front OfficeUnit 1:3Structure of Front DeskStructure of Front Desk房务总监Room Director前台部经理Front Office MGR.客房部经理House Keeping MGR.预定 RESERVATION商务中心BUSINESS CENTER楼层客房 FLOOR SERVICE洗衣房 LAUNDRY SERVICEPA部 PA客务中心 CUSTOMER SERVICE CENTER礼宾 CONCIERGE接待 RECEPTION咨询 INFORMATION总机 OPERATOR大堂副理 ASSISTANT MGR.收银 CASHIERS COUNTERStructure of Front Desk房务总监前台部4前台部常见岗位：前台部常见岗位：房务总监：Room Director 前台经理：Front Desk/Office Manager前台主管：Front Desk/Office Supervisor大堂（副）经理：Lobby(Assistant)Manager预订部经理：Reservation Manager夜班经理：Night Manager总台接待员：Receptionist接线员：Operator开房员：Bellman楼层服务员：Floor Attendant大堂领班：Bell Captain迎宾员：Hotel Greeter机场代表：Airport Representative行李员：Porter礼宾：Concierge门童：Doorman清洁工：Public Area（PA）前台部常见岗位：房务总监：Room Director 5Unit 1:Making RoomUnit 1:Making Room ReservationReservationUnit 1:Making Room Reservatio6SuiteTwin Room/Standard RoomTriple Roompresidential suite Double RoomSingle RoomSuiteTwin Room/Triple Roompre7Service ProcedureService Procedure:Greet the guestAsk the guest of the reservation informationSearch for the room available/needed in the computer1.The date of arrival and departure2.The number of the people3.The room type and the number of roomsGet the following information from the guestConfirm the reservationExpress your wishesForm the reservation record1.The name of the guest or the group 2.The guests telephone numberService Procedure:Greet the gu8Skill PointsSkill Points:Pay more attention to using polite language.1.询问预定时间询问预定时间询问预定时间询问预定时间：What date would that be?For which date?/For what date?/For when?How long will you intend to stay?2.询问订房人姓名电话询问订房人姓名电话询问订房人姓名电话询问订房人姓名电话：May I have your name and your telephone number?3.确认信息确认信息确认信息确认信息（重要）：“Mr.White,youve reserved(booked)a single room from the July 5 to 7 and your telephone is 0044-0246720355”.4.请对方重复一遍请对方重复一遍请对方重复一遍请对方重复一遍：I beg your pardon?/Pardon me?Sorry,I dont understand.Could you please repeat that?5.解决问题解决问题解决问题解决问题：客房已满：Some other staying date./Some other hotels.所需房间已被预定：Some other kinds of rooms.6.预定完成后预定完成后预定完成后预定完成后：We look forward to your arrival.Skill Points:Pay more attentio9Practice OnePractice One：Making an FIT ReservationMaking an FIT ReservationA:A reservationist B:A guestA:Good afternoon,Hilton Hotel,Room Reservation.How may I help you?B:Id like to reserve a room from the April 20 to 22.A:Please wait a moment.Ill check our available rooms for these days.Thank you for waiting,sir.What type of room would you like?B:A double room.Whats the room rate per night?A:238 US Dollars.Will that be all right?B:Yes,that will be fine.Thank you!A:With pleasure!May I have your name and telephone number?B:Sure.My name is Michael Smith and my telephone number is 007308991998.A:Thank you,Mr.Smith.Youve booked a double room from April 20 to 22,and your telephone number is 007308991998.B:Yes,thats right.Thank you.A:Im glad to serve you.We look forward to your arrival.Practice One：Making an FIT Res10Practice TwoPractice Two：Making an Group ReservationMaking an Group ReservationA:A reservationist B:A guestA:Good afternoon,Hilton Hotel.May I help you?B:Id like to reserve 12 standard rooms for a tour group.A:What date would that be?B:From July 21 to 25.A:Just a moment,please.Let me check the reservation list.Im very sorry.We only have 10 standard rooms available on July 21.Can you change the date of arrival one day later?B:Oh,no,we cant.The agenda has been well arranged.A:We also have some junior suites available on the 21st.The price of a junior suite is 30 dollars more than that of a standard room,and we have a special group rate for junior suites.B:How much is a standard room per night?And what is your discount for the junior suites?A:180 dollars.Well give you 15 percent off for the reservation of the junior suites.B:Thats great,my name is Liu Xing and my phone number is 88388833.A:Thank you,Mr.Liu.Youve booked 10 standard rooms and two junior suites from July 21 to 25.And your phone number is 88388833.B:Thats right.Thank you!A:Youre welcome.My name is Li Ling.If anything changes,please call me.Practice Two：Making an Group R11Practice ThreePractice Three：Changing a ReservationChanging a ReservationA:A reservationist B:A guestA:Good morning,Hilton Hotel,Room Reservation.Can I help you?B:Yes.This is Susan Paterson calling from New York.I have to change the date of a reservation.A:How and in whose name was the reservation made?B:On internet and in my name.A:Please wait a moment.Ill check it in the computer.Thanks for waiting.Youve booked 10 standard rooms for Family Tour Group for May 1 to May 3,is that correct?B:Right,but the arrival will have to be postponed for three days.Do you think its possible for us to change the reservation?A:Let me check the reservation list.Fortunately,we have just 10 standard rooms available for the three days from May 4 to May 6.B:Very well.And well book a business suite as well.A:Miss Paterson,you need 10 standard rooms and a business suite altogether from the May 4 to May 6.Is that right?.B:Yes,it is.Thanks a lot.A:Its my pleasure.Goodbye.Practice Three：Changing a Rese12Practice FourPractice Four：Canceling a ReservationCanceling a ReservationA:A reservationist B:A guestA:Good afternoon,Room Reservation.May I help you?B:Id like to cancel a reservation.A:In whose name was the reservation made?B:Johnny Depp.A:What was the date of the reservation?B:From June 11,for 6 nights altogether.A:Ill cancel Mr.Johnny Depps reservation from June 11 for 6 nights altogether.My name is Lucy,we look forward to another chance to serve you.Practice Four：Canceling a Rese13Unit 2:Checking InUnit 2:Checking InUnit 2:Checking In14Service ProcedureService Procedure:Greet the guestAsk the guest whether he or she has a reservation with the hotelAsk the guest to show his identification.Ask the guest fill in the registration list.Ask the guest how to make the paymentForm the checking in recordFind the reservation in the computer for confirmation.Give the room key card to the guestCall the bellmanExtend best wishes.Service Procedure:Greet the gu15Skill PointsSkill Points:Pay more attention to using polite language.1.开始办理入住手续开始办理入住手续开始办理入住手续开始办理入住手续：May I see some identification?Could I see your passport?2.询问客人是否有预定询问客人是否有预定询问客人是否有预定询问客人是否有预定：Do you have a reservation?3.询问客人如何付款询问客人如何付款询问客人如何付款询问客人如何付款：How will you be paying?How will you make your payment?How would you like to settle your bill?How would you like to make a payment,by credit card,in cash or with a travelers check?3.结束入住登记时结束入住登记时结束入住登记时结束入住登记时：I hope you will enjoy your stay here.Have an enjoyable stay!Please enjoy your stay here!Skill Points:Pay more attentio16Practice OnePractice One：Checking In a Guest with a ReservationChecking In a Guest with a ReservationA:A reservationist B:A guestA:Good afternoon,Welcome to our hotel.Is there anything I can do for you?B:Wed like to check in please.A:Do you have a reservation?B:Yes,our company has booked a double room for us.A:In whose name was the reservation made?B:Bruse Lee.A:Just a moment,please.Let me check the registration list.Thanks for waiting.You have a reservation of a double room for three nights,correct?B:Thats right.A:May I see your passport?B:Sure,here you are.Practice One：Checking In a Gue17Practice OnePractice One：Checking In a Guest with a ReservationChecking In a Guest with a ReservationA:Thank you.Please fill in this registration formyour nationality,age,occupation,passport number,and your signature.B:Ok,is that all right?A:Yes,thanks.How would you like to make your payment?B:By American Express Card.A:May I take an imprint of the card,please?B:Certainly.A:Thank you,sir.Your room is 1514 on the sixteenth floor.Here are your key card and your breakfast coupons.B:Thank you.A:My pleasure.Just a minute,please.A bellman will show you to your room.I hope you will enjoy your stay here.Practice One：Checking In a Gue18Practice TwoPractice Two：Checking in a Walk-in GuestChecking in a Walk-in GuestA:A reservationist B:A guestA:Good afternoon,Mr.Johnson.Its nice to have you stay with us again.B:Thank you.Nice to be back in Sanya again.A:How was your flight from Los Angles,Mr.Johnson?B:Fine,thank you.Lucy,I have no reservation with your hotel this time.Id like the suite facing the south that I stayed in last time.A:Please wait a moment.Unfortunately,the suite was booked this morning.But we have a suite available facing the lake.The room rate is just the same as the one you stayed in last time.B:OK,Ill take it.A:How would you like to pay,by credit card?B:With US dollars travelers checks,I think.A:Your suite is on the fourth floor,Room 1234.Heres your key card.Do you need a porter,Mr.Johnson?B:Its not necessary.I can manage it.Thank you very much.A:Its my pleasure to serve you again.Hope you will enjoy your suite!Practice Two：Checking in a Wal19Practice ThreePractice Three：Checking In a GroupChecking In a GroupA:A reservationist B:A guestA:Good morning,Welcome to our hotel.Anything I can do for you?B:Good morning.Id like to check in for our group.A:Have you made a reservation?B:Yes.We have booked two suites and ten standard rooms for our group from the United States.A:Are you a tour leader?B:Yes,My name is Monica.Im from China International Travel service.A:Let me check.Yes.Two suites and ten standard rooms from China International Travel service.B:Its right.A:Can I see your passports,please?B:Yes,here you are.A:Thank you.Here are your passports.Please fill in these registration forms.Ok,here are your room card keys.B:Thank you.A:Its my pleasure.Enjoy your stay here.Practice Three：Checking In a G20Unit 3:Extending the Stay&Unit 3:Extending the Stay&Changing the Room Changing the RoomUnit 3:Extending the Stay&21Service ProcedureService Procedure:Extending the Stay(延宿):Greet the guestGet the information from the guest1.The room number2.The type and number of rooms.3.The time of extending staySearch for the room available in the computer.Confirm the extending stay.Ask the guest how to pay.Form the record of extending the stay.Extend your best wishes.Service Procedure:Greet the gu22Practice OnePractice One：Extending the StayExtending the StayA:A reservationist B:A guestA:Good morning.What can I do for you?B:Good morning.You can help me a lot.Im secretary of the Business Representative Group.Id like to extend our stay for two days to take part in some business activities.A:Certainly,Miss Bush.Wait a minute,please.I have to check it in the computer.The eight rooms that youre staying in have been registered by a tour group.The guests will arrive at 3 oclock this afternoon.Would you mind transferring to rooms on the sixth floor?They are all rooms with a sea view.B:OK.Ill take them.A:By the way,the rate is a little higher.B:It doesnt matter.Can we change rooms at 10 oclock?A:The guests in these rooms will check out at 10 a.m.I think you can move into the rooms at 10:40.Ill notify you,and Ill send a few bellboys over to help you with your luggage.B:Its very kind of you.A:Youre welcome.Practice One：Extending the Sta23Service ProcedureService Procedure:Changing the Room(换房)：Greet the guestAsk the guest for his room number.Form the record of changing the room.Ask the guest to fill in the room changing form.Extend best wishes.Search for the room available in the computer.Tell the guest the time of changing room.Service Procedure:Greet the gu24Practice twoPractice two：Changing RoomsChanging RoomsA:A reservationist B:A guest A:Good Morning.May I help you?B:Id like to change our room.A:Is there a problem?B:Wed like to stay in a room with a sea view.Were here for six days,and Id like my mother to enjoy her stay more.A:I see.May I know your name and room number?B:Mary Sue in Room 1822.A:Miss Sue,youre staying in a family suite,arent you?B:Yes.A:Please wait a moment,Miss Sue.Ill have to check in the computer.A family suite with a sea view has just been checked out.The room rate is the same.B:Fantastic.A:The room number is 1803.You can move into your new suite in half an hour.Ill send a bellboy with the key card,and hell help you with your luggage.B:All right.Thank you.A:Youre welcome.Enjoy your new suite.Practice two：Changing Rooms25Unit 4:Dealing with a Complaint and Unit 4:Dealing with a Complaint and on the Guests Request on the Guests RequestUnit 4:Dealing with a Complai26Service ProcedureService Procedure:Use the polite language of service.Be patient to listen to what the guest says and take notes.Tell the guest the time in which the problem will be solved out.Ask the guest to tell his name and room number.Say“Thank you”to the guest.Tell the related clerk to do at once.Say“sorry”or make an apology to the guest.Exam the result and make a record.Tell the guest what will be done at once.Service Procedure:Use the poli27Skill PointsSkill Points:Pay more attention to using polite language.1.回应客人的投诉回应客人的投诉回应客人的投诉回应客人的投诉：Im sorry to hear that,but I will send someone to at once.2.向客人道歉向客人道歉向客人道歉向客人道歉：Im sorry to hear that.We do apologize for We do apologize for the inconvenience.3.向客人表达诚恳之意向客人表达诚恳之意向客人表达诚恳之意向客人表达诚恳之意：Thank you for bringing the matter to our attention.I assure you that it wont happen again.Skill Points:Pay more attentio28Practice OnePractice One：Meeting the Guests RequestMeeting the Guests RequestA:A reservationist B:A guestA:Good afternoon,Front Office.Is there anything I can do for you?B:This is Mr.Park in Room 1019.There are no towels and toilet paper in the bathroom.A:Im very sorry.We might have overlooked some details.Thank you for bringing matter to our attention.Ill send a housemaid immediately.B:Thank you.Can I have an extra pillow?And I need a hair-dryer.A:Certainly.The housemaid will bring them to you.B:Thank you very much.A:We do apologize for the inconvenience.Practice One：Meeting the Guest29Practice twoPractice two：Dealing with a ComplaintDealing with a Complaint（1）A:A reservationist B:A guestA:Good morning,Front Office.What can I do for you?B:This is Mr.Forest in Room 2008.The toilet is out of order,and theres something wrong with the air-conditioner as well.A:May I know whats wrong?B:The toilet is clogged.When I flushed it,it overflowed!The room is very cold.A:First,we do apologize for the inconvenience.My name is Wang Ying.Our repairman will come to your room within five minutes.B:Thats fine.A:We do apologize for the inconvenience.Practice two：Dealing with a Co30Practice twoPractice two：Dealing with a ComplaintDealing with a Complaint（2）C=Front Office Clerk G=Guest C：Good evening.Front Office.Can I help you?G：This is Mrs.Stevenson,Room 1503.Ive just checked in and Im not happy with my room.C：May I know what is wrong?G：The room is smelly and there is someones hair on my bed!I didnt expect such things would happen in your hotel.C：Im sorry to hear that.Mrs.Stevenson.Ill send a housemaid to your room at once.She will bring air fresher and make up the bed again for you.We do apologize for the inconvenience.G：Thats fine.Thank you.C：Youre welcome,Mrs.Stevenson.My name is Simon,and if there is anything else I can do for you,please dont hesitate to call me.Practice two：Dealing with a Co31Unit 5:Currency ExchangeUnit 5:Currency ExchangeUnit 5:Currency Exchange32Service ProcedureService Procedure:Use the polite language of service.Introduce todays exchange rate to the guest.Fill in the exchange memo.Tell the guest about the money amount of changing.Give the money to the guest and ask him to count.Give the receipt to the guest,and ask him to keep it well.Ask the guest how much he wants to change and receive the money from the guest.See the passport of the guest.Service Procedure:Use the poli33Practice OnePractice One：Changing Euros to RMBChanging Euros to RMBA:A Cashier B:A guestA:Good afternoon.Is there anything I can do for you?B:Id like to change some Euros into RMB.A:At todays rate of exchange,100 Euros comes to 1005 RMB.How much would you like to change,sir?B:Two hundred Euros.Here you are.A:Tow hundred Euros.The exchange is 2010 RMB.May I see your passport,sir?B:Sure.Here you are.A:Please fill in the exchange memo.Be careful to fill in your passport number,the total,your room number or permanent address,and sign your name here as well.B:Here you are.Is that all right.A:Thats right.Thanks.What denominations would you like?B:Any kind will be OK.Practice One：Changing Euros to34Practice OnePractice One：Changing Euros to RMBChanging Euros to RMBA:Here is 2010 RMB.Please count it.Heres your memo.Please hold on to it.Youre required to show it at customs when you go back to your country.B:No problem.By the way,how can I change my remaining RMB back into Euros when I go back to my country?A:You can change it back into Euros at the Bank of China or the Airport Exchange Office,and youll be required to show the memo there,too.B:Thank you for help.A:Youre welcome.Glad to have served you.Practice One：Changing Euros to35Practice twoPractice two：Changing KWR to RMBChanging KWR to RMBA:A cashier B:A guestA:Good morning,sir.What can I do for you?B:Good morning.Id like to change some KRW and US dollars into RMB.A:Im afraid that youll have to change KRW at the Bank of China.We cant change KRW.But you can change US dollars here.The exchange rate of US dollars to RMB is 1:7.25.How much would you like to change,sir?B:I have to change 3500 US dollars.A:Im terribly sorry,sir,but we cant.B:Why not?A:If we change large amounts,our cash supply may run out and we wont be able to serve our other guests.Youll have to go to the Bank of China.B:Well,thanks anyway.Practice two：Changing KWR to R36Unit 6:Checking OutUnit 6:Checking OutUnit 6:Checking Out37Service ProcedureService Procedure:Greet the guest.Ask about the name and the room number.Tell the guest the total and give the bill to the guest for checking.Explain the items if necessary.Ask the guest how to pay and handle making the payment.Bid farewell to the guest.Ask the guest to give you the room key card.Draw up the bill.Service Procedure:Greet the gu38Practice OnePractice One：Checking Out by Credit CardChecking Out by Credit CardA:A Cashier B:A guestA:Good afternoon,sir.Can I help you?B:Yes,Im checking out.Could I have my bill?A:Certainly.May I have your name and your room number,please?B:Peter Thomas,Room 2012.Heres the room key card.A:Thank you,Mr.Thomas.Just a moment,please.Thanks for waiting so long.Mr.Thomas,heres your bill.The total is 1514 US dollars.B:That figure seems right.A:How will you be paying?B:By credit card.A:Would you please sign here?Thanks.Heres your card and your receipt.B:Thank you.A:We hope youll be staying with us again.Have a good trip!Practice One：Checking Out by C39Practice twoPractice two：Checking Out in CashChecking Out in CashA:A cashier B:A guestA:Good morning,sir.What can I do for you?B:Good morning.Id like to check out.A:Would you please tell me your name and room number?B:John Howard in Room 1205.A:May I have the key card please?B:Here you are!A:Thank you.Please wait a moment,Mr.Howard.Ill draw up your bill for you.Here is your bill,2518 RMB in all.Please check it.B:Thats right.A:You paid a deposit of 3000 RMB.May I have your receipt,please?B:Ok,here you are.A:Thank you.Here is the invoice and your change.Please check it over.B:Thats correct,thank you.A:Youre welcome.We hope you have enjoyed your stay in the hotel.We hope we will have another opportunity to serve you.Practice two：Checking Out in C40Practice threePractice three：Checking Out by Travelers CheckChecking Out by Travelers CheckA:A cashier B:A guestA:Good morning,sir.What can I do for you?B:Good m