酒店英语前台.ppt
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实用阶梯英语酒店英酒店英语酒店英语人才前景根据国家旅游局2010年发布的统计报告显示，我国星级酒店发展迅速，截至2009年年底，中国已有13378家星级酒店，比上一年增长了11.26%.自奥运会始，已有14.5万间高档客房投入使用，而四星、五星级的酒店就需要员工10万人左右，预计到2011年仅北京酒店行业管理人才（包括酒店、饭店、机场、旅游）缺口就将在50万人左右。
”法国雅高集团大中华区运营副总裁齐默表示.2011年职业需求排行榜1市场营销2计算机（IT类-开发/应用）3酒店/宾馆/餐饮旅游类4营销管理5公司文职类6商店/零售服务类7工业/工厂类8广播/影视媒体/摄影专业类9技工/普工类10财务/审计（统计）类DiagramProgram4Program3Program2Program1Program1FrontOffice项目一前厅部FrontOfficeistheanswerstationforresidencehalls.Ifyouhaveanyquestionsabouthousing,orneedassistancefromHousingstaff,ordirectionstoanewlocation,stopbyorcallandaskthedeskstaff.Theyareallknowledgeableaboutthehotel,thenearbyplaces,andthecity.Inmosthalls,FrontOfficeislocatednearthemainentrance.Also,youregister,check-in,check-out,changemoneyandaskforotherhelpsthere,soFrontOfficeisanopenwindowofahotel.FrontOfficeIntroduction前厅部介绍前厅部介绍HotTip前厅部是酒店住宿的总服务台。
如果你有住宿方面的问题，需要客房工作人员的协助或地点问询等，你都可以到前厅部或打电话给前厅部解决。
这里的工作人员对酒店本身，周围环境，甚至整个城市都很熟悉。
大多数酒店的前厅部都靠近正门。
你可以在这里登记入住，结账离店，兑换货币或询求其他帮助。
可见前厅部是酒店对外的“窗口”。
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?
C:
Doubleroom,please.R:
Letmecheck.Yes,wehaveadoubleroomavailable.C:
Isthatwithorwithoutbath?
R:
Itsaroomwithshowerandtoilet.C:
Thatsoundsgood.Isthereairconditioning?
R:
Certainly,sir.HotTipC:
Howmuchwillitbeforonenight?
R:
Letmesee.AdoubleroomisRMB600yuanpernight.C:
Doesthatincludebreakfast?
R:
Yes,thatincludesaChineseorAmericanbreakfastandanewspaperChinaDaily.C:
DoyouacceptVisaCard?
R:
Yes,wedo.Whattimewillyoubearriving?
C:
Ishouldbetherearound7：
00p.m.onthe18th.R:
OK,sir.CouldItakeyournameandcontactnumber,please?
C:
Yes,mynameisGeorgeSmith.Mobilephonenumberis0013602923671.R:
Couldyouspellthat,please?
C:
GeorgeSmith,G-E-O-R-G-E,S-M-I-T-H.R:
Mr.GeorgeSmith.Adoubleroomwithbathandairconditioningforthenightsfrom18thto20th.AmIcorrect?
C:
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?
C:
Yes.IamcallingfromSunnyTradeCompany.Idliketoknowifyouhaveroomsavailable.Wearegoingtohaveaconference.R:
MayIknowhowmanypeopletherewillbeintheconference?
C:
20persons.R:
Whatkindofroomwouldyoulike?
C:
Idlike10twinrooms.R:
Forwhen?
C:
ForJuly21st,22nd,and23rd.R:
Onemoment,please,sir.（Thereceptionistischeckingthelist.）Yes,wecanconfirm10roomsforthosedays.C:
Thankyou.Isthereanyspecialrateforagroupreservation?
R:
Yes,thereisa15percentdiscount.C:
Thatsgreat.R:
Bytheway,howwillyoubesettlingtheaccounts,please?
C:
Ourcompanywillcoveralltheexpensesandwewillsendyouachequesoon.Oh!
Accordingtotheprogram,theywillhaveameetingonthe22nd.Haveyougotamiddle-sizedconferencehall?
R:
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
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