酒店英语前台PPT文档格式.ppt
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HotTipMainFunctionsoftheFrontOffice前厅部主要功能前厅部主要功能InformationInquiryService信息问询服务RoomReservationService客房预订服务Check-inService入住登记服务ConciergeService礼宾服务BusinessCenter商务中心Check-outService离店结账服务ConciergeServices5FrontOfficeReceivingRoomReservations1Check-inServices2ExtendingtheStayandChangingtheRoom3Check-outServices4HotTipTask1ReceivingRoomReservations工作任务一受理客房预订TaskObjectives任务目标任务目标Afterlearning,youshouldbeableto:
学完后,应该掌握:
receiveFITreservations受理国外散客预订receivegroupreservations受理团队预订receiveguaranteedroomreservations受理有保证的客房预订receiveroomreservationcancellation受理客房退订receiveroomreservationrevision受理客房预订变更HotTipWordsandExpressions词汇与表达词汇与表达longdistancecall长途电话vacancyn.空位singleroom单人房doubleroom双人房airconditioning空调mobilephone手机,移动电话lookforwardto期望HotTipSub-task1:
ReceivingFITRoomReservations子任务一受理国外散客预订Sample情景实例情景实例Scene:
GeorgeSmithandLaurenSmith,aBritishcouple,aregoingtospendtheirholidaysinChina.NowMr.SmithismakingareservationatMarriottHotelinNingbothroughalongdistancecall.(R=Receptionist,C=Customer)R:
Goodmorning,MarriottHotel.CanIhelpyou?
C:
Goodmorning.HaveyougotvacanciesfromJuly18thto20th?
Idliketomakeareservationforthreenights.R:
Allright.Singleordoubleroom?
Doubleroom,please.R:
Letmecheck.Yes,wehaveadoubleroomavailable.C:
Isthatwithorwithoutbath?
R:
Itsaroomwithshowerandtoilet.C:
Thatsoundsgood.Isthereairconditioning?
Certainly,sir.HotTipC:
Howmuchwillitbeforonenight?
Letmesee.AdoubleroomisRMB600yuanpernight.C:
Doesthatincludebreakfast?
Yes,thatincludesaChineseorAmericanbreakfastandanewspaperChinaDaily.C:
DoyouacceptVisaCard?
Yes,wedo.Whattimewillyoubearriving?
Ishouldbetherearound7:
00p.m.onthe18th.R:
OK,sir.CouldItakeyournameandcontactnumber,please?
Yes,mynameisGeorgeSmith.Mobilephonenumberis0013602923671.R:
Couldyouspellthat,please?
GeorgeSmith,G-E-O-R-G-E,S-M-I-T-H.R:
Mr.GeorgeSmith.Adoubleroomwithbathandairconditioningforthenightsfrom18thto20th.AmIcorrect?
Yes,thatsright.Thankyou.R:
Youarewelcome,sir.Wearelookingforwardtoyourcoming.Goodbye.TypesofroomSingleroomTypesofroomdoubleroomTypesofroomtwinroomTypesofroomtripleroomTypesofroomsuiteExecutiveroomvTypesofroomJustaroomforexecutivesinhotelHotTipSituationalTraining情景实训情景实训1.RoleplayYournameisBillBrown.YoudlikeasingleroomwithshowerfromJuly18thto22nd.Thehotelreceptionistanswersthephoneandacceptsthebooking.2.Accordingtothedialogueyoumadeabove,fillinthemissinginformationintheReservationForm.HotTipReservation#Mr./Mrs./Miss/Ms.:
_Arr.Date:
_Depart.Date:
_ETA:
_No.ofnights:
_Roomtype:
_No.ofrooms:
_No.ofpersons:
_Ratequoted(报价):
_Contact/Companyname:
_Address:
_PhoneNo.:
_Methodofpayment:
_Gtdbooking:
_有保证预定指有物质上的保证到时会入住,相应地,酒店指有物质上的保证到时会入住,相应地,酒店方也会将预定的房间保留,一般情况下需预订方也会将预定的房间保留,一般情况下需预订时支付一定的金额,如果预订方违约,不入住,时支付一定的金额,如果预订方违约,不入住,担保的金额不能退还;
担保的金额不能退还;
预付付订金方式金方式1.预付款prepayment:
提前支付2.信用卡creditcard:
提供信用卡号3.押金advanceddeposit:
提前支付一天房费无保证预定无需物质上的保证预订,到期不入住,酒店方将不会保留,同进预订方会在酒店留下NOSHOW的记录。
Sub-task2:
ReceivingGroupReservations子任务二子任务二受理团队预订受理团队预订Sample情景实例情景实例Scene:
Thetelephonerings.Thereceptionistanswersthephone.(R=Receptionist,C=Customer)R:
Reservations.MayIhelpyou?
Yes.IamcallingfromSunnyTradeCompany.Idliketoknowifyouhaveroomsavailable.Wearegoingtohaveaconference.R:
MayIknowhowmanypeopletherewillbeintheconference?
20persons.R:
Whatkindofroomwouldyoulike?
Idlike10twinrooms.R:
Forwhen?
ForJuly21st,22nd,and23rd.R:
Onemoment,please,sir.(Thereceptionistischeckingthelist.)Yes,wecanconfirm10roomsforthosedays.C:
Thankyou.Isthereanyspecialrateforagroupreservation?
Yes,thereisa15percentdiscount.C:
Thatsgreat.R:
Bytheway,howwillyoubesettlingtheaccounts,please?
Ourcompanywillcoveralltheexpensesandwewillsendyouachequesoon.Oh!
Accordingtotheprogram,theywillhaveameetingonthe22nd.Haveyougotamiddle-sizedconferencehall?
Yes,sir,wehaveaverynicemultifunctionhall,butyoullhavetospeaktothesalesmanageraboutthat.PleaseholdonamomentandIwillputyouthrough.HotTipWordsandExpressions词汇与表达词汇与表达availablea.可获得的twinroom双床双人房groupreservation团队预订specialrate特价chequen.支票conferencehall会议厅multifunctionhall多功能厅salesmanager销售经理holdon稍等put.through转接