check-in&ampcheckout酒店前台英语.ppt

酒店服务英语实训,Heidy,第16周,contents,Program1,Check-in&Check-out项目二登记入住,Warming-upActivitiesTaskprocedure&skill&knowledgeDialogueRolePlayPractice,Task2(part1)Check-inServices工作任务二入住登记服务,TaskObjectives任务目标Afterlearning,youshouldbeableto:学完后，应该掌握：checkinfortheguestwithreservations为有预订的客人办理入住登记checkinfortheguestwithoutreservations为无预订客人办理入住登记checkinforguestswithagroupreservation为团队预定客人办理入住登记,Warming-upActivites,1.Match.,HiltonHotelsCorporationIntercontinentalHotelsGroupMarriottInternational,Inc.HotelsShangri-laHotelsandResorts,Warming-upActivites,1.Doyouknowtheadvertisingslogansoftheabovehotels?Discusswithyourpartnersandtrytomatchtheappropriateadvertisingsloganswiththeabovehotels.a.Travelismorethanjustatob.b.Weknowwhatittakes.c.Thinkingofyou!d.WherewillyoufindyourShangri-la?2.Whichadvertisingslogandoyoulikebest?Supposeyouweretheownerofaninternationalhotelgroup,whatsloganwouldyoudesignforyourhotel?,HotTip,Whatyoushouldbeabletoknow你应该知道的知识,TaskProcedure,任务流程,Greettheguest.问候客人。Asktheguestwhetherheorshehasareservationwiththehotel.询问客人是否有预订。Findoutthereservationinthecomputerforconfirmation.在计算机中查找预订记录以确认。Asktheguesttoshowhisidentification.请客人出示身份证件。Asktheguesttofillintheregistrationform.请客人填写入住登记表。,Asktheguesthowtomakethepayment.询问客人如何付款。Formthecheck-inrecord.形成入住登记记录。Givetheroomcardtotheguest.给客人房卡。Callthebellmantoshowtheguesttotheroomwithbaggage.叫行李生拿行李陪客人到房间。Extendbestwishes.表达祝愿。,HotTip,TaskSkills,任务技巧,Findouttheguestsnameimmediatelyanduseitatleastthreetimesduringtheconversation.Alwaysusepolitetitlesas“Mr.”or“Ms.”whenaddressingtheguest.Donotcallaguestbyhisorherfirstname.,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“先生”或“小姐”这样的称呼。第一次不要直呼其名字。,Checkthereservationinthecomputerandconfirmtheroominformationwiththeguest.Ifthereisnoreservationfortheguest,youshouldcheckthereservationlistforthevacanciesandthenintroducethemtotheguest.,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。,Asktheguesttoshowhisorheridentification,suchasIDcard,passportorOfficersCertification.Youcanasktheguestinthisway:“MayIseesomeidentification?”or“CouldIseeyourpassport?”,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：“我能看看您的身份证吗？”或是“我能看一看您的护照吗？”,Fillouttheregistrationform.Ontheform,fillintheguestsname(surnameandfirstname),sex,thedateofbirth,thenationality,thevalidcardnumber,thedetailedaddress,thedatesofarrivalanddeparture,andtheroomtypeandasktheguesttosignhis/hernameaswell.,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型，还要客人签名。,Whenhandlingthegroupcheck-in,confirmthegroupnameandthenumberofrooms,andthenaskwhetherthereareanychangesinthetimescheduleandthenumberofpersons.,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。,Whenaskingtheguesthowtomakethepayment,wecanusethefollowing:当询问客人怎样付款，可以这样问：,Howwillyoubepaying?Howwillyoumakeyourpayment?Howwouldyouliketosettleyouraccounts?Howwouldyouliketomakeapayment,bycreditcard,incashorwithatravelerscheck?,Speaktotheguestwhenfinishingtheregistrationasfollows:结束入住登记时说：Ihope/Hopeyouwillenjoyyourstayhere.Pleaseenjoyyourstayhere.,HotTip,UsefulKnowledge,实用知识,ThesampleoftheRegistrationCard入住登记卡示样,SomeusefulexpressionsintheFrontOffice前厅部工作中的实用表达,cancellation取消revision更改RoomRevenueReport客房收入报表ExpectedDepartureList次日客人退房表Discount&ComplementaryList房租折扣及免费表,Theroomwillbekeptto6oclockintheeveningforthereservationinmosthotels.大多数宾馆将保留预订房到当天下午6点钟。,Checkinginforguestswithagroupreservation为团队预定客人办理入住登记,办理入住登记时，与团队领队（Groupleader）确认该团队的团号(Groupnumber)、人数、用房数和住店日期，办理快速登记（Fastcheck-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（Groupcoordinator）填写团队入住登记卡（RegistrationCard），并向团队领队收取团队签证（Groupvisa）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。,Dialogue,Sub-task1:CheckinginfortheGuestwithReservations子任务一为有预订的客人办理入住登记,Sample,情景实例,Scene:AcoupleisattheReceptionDeskoftheClaudeHotel.Thereceptionisthandlesthecheck-inandanswerstheguestsquestions.(R=Receptionist,G=Guest)R:Goodevening,sirandmadam.CanIhelpyou?G:Goodevening.MynameisSwanson,PeterSwanson.Ireservedaroominyourhotelbyphone.R:Letmecheck,Mr.Swanson.Adoubleroomwithbath,amIcorrect?G:Yes,overlookingthesea,ifpossible.R:Wehavesomeniceroomsontheeleventhfloor,ifitsuitsyou.,Dialogue,G:Well,yes,ifthereisalift.R:Justamoment,please.Letmechecktheregistrationform.(.)Thanksforwaiting.Youhaveareservationofadoubleroomforthreenights,correct?G:Yes,thatsright.R:Great,sir.MayIseeyourpassports?G:Sure.Hereyouare.R:Wouldyoufillinthisform,please?G:OK.Isthatallright?R:Yes,thanks.Howwouldyouliketopay？G:ByAmericanExpressCard.R:MayItakeanimprintofthecard,please?G:Certainly.R:Thankyou,sir.Yourroomis1121ontheeleventhfloor.Hereisyourkeycardandyourbreakfastcoupons.G:Thanks.R:Youarewelcome.Justaminute,please.Abellmanwillshowyoutoyourroom.Ihopeyouwillenjoyyourstayhere.,Dialogue,WordsandExpressions,词汇与表达,overlookv.俯看suitv.适合imprintv.印,压印；盖(印等)于；授权AmericanExpressCard美国运通,Dialogue,Sub-task2:CheckinginfortheGuestwithoutReservations子任务二为无预订客人办理入住登记,Sample,情景实例,Scene:Acoupleischeckinginthehotelwithoutreservations.Thereceptionisthelpsthemmaketheregistration.(R=Receptionist,G=Guest)R:Goodafternoon,sirandmadam.MayIhelpyou?G:Goodafternoon,ImJackWilson.MywifeandIhavejustarrived.Wedliketohavearoomatyourhoteltonight.R:Welcometoourhotel.Haveyoumadeanyreservations?G:Imafraidnot.Couldyouarrangeatwinroomwithabathforus?R:Waitamoment,please.Oh,Room8201isavailable,whichcommandsagoodviewofDongqianLake.,Dialogue,G:Great,welltakeit.Howmuchdoyoucharge?R:RMB580yuan.G:OK.R:Pleaseshowmeyourpassportsandfillinthisregistrationform.G:Illtakecareofit.R:Thankyou.WouldyoupleasepayRMB1,160yuanasdeposit?G:Hereyouare.R:Thankyou.Thisisthereceipt,keyandroomcardtoRoom8201.Thebellmanwillshowyouupwithyourbaggage.Ihopeyouwillenjoyyourstaywithus.G:Thatsverykindofyou.,Dialogue,WordsandExpressions,词汇与表达,bellmann.行李生depositn.定金receiptn.收据viewn.景色,Dialogue,Sub-task3:CheckinginforGuestswithaGroupReservation子任务三为团队预定客人办理入住登记,Sample,情景实例,Scene:Atourgrouparrivesatthehotel,andthetourleader,Mr.WangcomestotheReceptionDesktocheckin.Thereceptionistreceiveshim.(R=Receptionist,G=Guest)R:Goodmorning,sir.MayIhelpyou?G:Yes,please.Wedliketocheckin.R:Doyouhavereservations?G:Yes.TheBeijingGITShasbooked20roomsforus.R:Couldyoupleasetellmethenameofyourgroup?G:TheAustralianAdventureTravelAgency.,R:Justamoment,please.(Thereceptionistchecksthecomputer.)Yes,20twinroomsforthreenights.G:Thatsright.Hereisthenamelistwiththegroupvisa.R:Thankyou.Herearethekeystotherooms.Doyouneedmorningcall?G:Yes,please.8:00a.m.fortomorrowmorningand9:00a.m.fortherestofthedays.R:Andherearethevouchersforyourbreakfastbuffet.ThebreakfastwillbeservedattheLilyRestaurantonthe4thfloor.G:Thankyou.R:Wearealwaysatyourservice.Wehopeyouwillenjoyyourstaywithus.,HotTip,WordsandExpressions,词汇与表达,travelagency旅行社groupvisaviz团队签证breakfastbuffet自助早餐,Taskpractice,1.listasmanywordsrelatedtothecheck-inserviceasyoucan.,Taskpractice,2.listasmanyusefulsentencesrelatedtothecheck-inserviceasyoucan.,RolePlay,SituationalTraining,情景实训,Checkinginforawalk-inguest散客登记入住JimCarrey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。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300美元。Carrey先生用美元旅行支票付款。行李员Carrey先生把行李搬到16楼的09号房。,TipsfortheConversation1.Regularcustomer2.havesb.Withusagain3.havenoreservationwithoneshotel4.thePeninsula(半岛酒店)5.theviewwithVictoriaHarbor6.US$300higherthan7.travelerscheck8.Porter,RolePlay,SituationalTraining,情景实训,Checkinginforagroup团队登记入住来自荷兰的旅游团领队HilarySwank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7点和8点。他们要坐10点的飞机离开广州。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。最后确认的时间是早餐6:30，出发时间是7:30，需安排一个5:40的叫早服务。,TipsfortheConversation1.Holland2.tourleader3.schedule4.departuretime5.rushhour6.halfanhourearlier7.suggest(虚拟语气)8.morningcall,Task2(part2)Check-outServices工作任务二离店结账服务,TaskObjectives任务目标Afterlearning,youshouldbeableto:学完后，应该掌握：howtoprovidecheck-outservices如何提供离店结账服务,Warming-upactivities,1.Trytolistassmanynationalcurrenciesaspossible,andwritedowntheEnglishabbreviationforeachcurrency.2.Whatarethepossiblecostitemsaguestmayincurduringhisstayinahotel?(whichitemsdoyouthinkthehotelbillwouldinclude?),QuestionsforDiscussion,HotTip,Whatyoushouldbeabletoknow你应该知道的知识,TaskProcedure,任务流程,Greettheguest.问候客人。Askaboutthenameandtheroomnumber.询问客人姓名和房号。Asktheguesttogiveyoutheroomcard.要求客人退回房卡。,Settletheaccount.结账。Telltheguestthetotalconsumptionandgivethebilltotheguestforchecking.告诉客人消费总额，并把账单交给客人核对。Explaintheitemsifnecessary.如果需要，解释账单名目。Asktheguesthowtopayandhandlethepayment.询问客人怎样付款并办理付款手续。Extendthefarewelltotheguest.与客人道别。,HotTip,TaskSkills,任务技巧,Checkiftheguesthaspaidareservationdeposit.Ifhehas,taketheamountofhisdepositoutofthebill.,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。,Whenpreparingaguestsbill,thecashiershouldpayspecialattentiontothefollowings:当收银员给顾客结账时，需特别注意以下几点：,Checkwiththeguestifhe/sheisentitledtoanykindofdiscountorcomplementaryrate.Ifhe/sheis,makethenecessarydeduction.,核查客人是否被授权给予某些折扣或免费。如有，需做减免。,RemindtheguesttoreturnhisroomkeytotheReceptionDeskbeforeheleavesthehotel.,提醒客人在离开酒店前到前台归还钥匙。,Inthecasewhentheguestwantstopayhisbillbycreditcard,makesurethecreditcardcanbeacceptedbythehotelandcheckifthecardisstillvalid.Theexpirationdatecanbefoundatthefrontbottomofthecard.Youshouldpayspecialattentiontothecreditlimitaswell.,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。还要特别注意信用额度。,Iftheguestsettleshis/heraccountwithtravelerscheck,makesurethathe/shesignsthecheckinfrontofyouinthecorrectplace.Donotacceptchecksthathavealreadybeensigned.Thencomparethetwosignaturescarefully.,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仔细核对。,ThecommonCreditCards:AmericanExpress(AE),Eurocard(EC),Master,InternationalDinnersClub(DC),Visa,InternationalGreatWall,JCBandsoon.,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。,Letmetakeanimprintofyourcard.,我来刷一下您的卡。,HotTip,UsefulKnowledge,实用知识,Someusefulexpressions实用表达,extracharge附加费用creditlimit信用额度deposit定金IOU(IOweYou)欠单servicecharge服务费receipt收据invoice发票rental租金check支票cashwithdrawal提取现金transfer转账cashier收银员ATM自动提款机,Someabbreviationsinthebills账单上的一些缩写,RC=RoomCharge房费T=TelephoneCallCharge电话费L.DIST=LongDistanceCall长途电话费RESTR=Restaurant餐饮费L=Laundry洗衣费MISC=Miscellaneous杂费TR.CH=TransferCharge转出TR.CR=TransferCredit转入PD.OUT=PaidOut代付PAID=Paid付现C.I.A(CashInAdvance)预付现金P.I.A.(PaidInAdvance)已预付B.N.P.(BillNotPaid)未结账,Dialogue,Sub-task4:CheckingOutinCash子任务四用现金结账,Sample,情景实例,Scene:Mr.RemingtonisapproachingtheCashiertocheckoutattheReceptionDesk.（C=Cashier,G=Guest）C:Goodmorning.CanIhelpyou?G:Yes,Iwouldliketocheckout.C:Yes,ofcourse,sir.Whatsyournameandyourroomnumber,please?G:DannisRemington,Room1408.,C:Onemoment,please.OK.Hereisyourbill,Mr.Remington.Thetotalcomesto$500.G:Alright.Letmehaveacheck.Doesthisincludetheservicechargeandthetax?C:Yes,thatseverything.Anditshowsthattherentalfortheroomandtheextrasareonthesecondpage.Howdoyouwishtosettleyouraccount,sir,incashorbycreditcard?G:Incash.C:Justamoment,please.Illwriteoutareceiptforyou.,Dialogue,WordsandExpressions,词汇与表达,rentaln.租金settleaccount结账,Roleplay,SituationalTraining,情景实训,CheckingoutinCash现金结账SteveNash是住在2014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500美元的押金。账单总额是1850美元。其中包括他消费的20美元冰箱里的可口可乐。张立为他办理结账退宿。,TipsfortheConversation1.Nameandroomcard2.drawupyourbill3.incash4.total/inall/totally5.deposit6.haveyourreceipt/showmeyourreceipt7.change8.wehopeyoullbestayingwithusagain.,Heidy,ThankYou!,