酒店前台英语培训课件
酒店前厅英语培训课件
3、Could you speak a little slower, please？
请您稍微讲慢一点。 4、What number are you calling?
请问对方什么电话号码。
5、Could you hold the line, please? 请不要挂机。
营业场所名称 Names of business place
前台 商务中心 健身中心 咖啡厅 美容美发 中餐厅 西餐厅
Front Office
礼宾部
Business Center 总 机
Fitness center 大堂吧
Coffer Shop
收银
Beautபைடு நூலகம் Salon 商 店
Chinese Restaurant
总经理 General manager 餐饮部 Food and Beverage Department 前厅部 Front office 客房部 Housekeeping Department 销售部 Sales and marketing Department 人力资源部 Human resource Department 培训部 Training Department 康乐部 Recreation Department 工程部 Engineering Department 保安部 Security Department 财务部 Financial Department 采购部 Purchasing Department
答谢用语 Thanks and answer
1、Thank you (very much) 谢谢您（非常感谢） 2、Thanks a lot.多谢。 3、It’s very kind of you. 谢谢，您真客气。 4、You are welcome. 不用谢。 5、Not at all. / Don’t mention it.不用谢 6、It is my pleasure. 非常乐意为您服务。 7、I am at your service. 随时为您服务。 8、That is all right. 没关系。
酒店英语PPT课件(共3章)第一章Front Office(前厅部)
Names of the smaller sections in Responsibilities of each section in the How to address the staff
the front office
front office
working in different sections
13. division 14. operator 15. reservationist
Project 1
/dɪ'pɑːtmənt/ /ˌɪntərˈækt/ /ˈvɪzəbl/
/trænˈzækʃn/ /straɪk/
/ɪm'preʃn/ /'kɒnsieəʒ/ /ˌrezə'veɪʃn/ /rɪ'sepʃənɪst/ /'kʌrənsi/
operator
Project 1
Exercises
Fill in the following form according to the passage.
Names of the smaller sections in Responsibi How to address the staff
入住登记
目录
Task 6 Serving in the Business Center and
Executive Lounge 商务中心和行政酒廊服务
Task 8 Settling Guest Complaints
处理客人投诉
Task 5 Exchanging Foreign Currency
兑换外币
single room twin room family room deluxe suite
酒店前台英语培训课件
订房入住当天的保留时间
对宾客预定变更、取消变更的协议
Reservations, Aggreements and Cancellations
LOGO
Reservation 预定
• 2、客房基本种类
单人间 Single Room 标准间 Standard Room 双人间 Twin Room 大床房 King-size room Queen Room Double Room 三人间 Triple Room 无烟房 No Smoking Room
LOGO
情景对话
M：Mary 玛丽 G：Guest 旅客
M: Good morning. Dongming International Hotel. May I help you? (您好，东明国际大酒店，有什么 可以为您效劳？) G: Yes, I'd like to reserve a room from the evening of March 3rd to the morning of 6th.（我想预定 房间，从3月3号晚上到6号早上。） M: So that's 3nights. And which kind of room would you prefer? （那就是3天，请问您想订哪种房 间？） G: A twin,please.（请给我一个双床间。） M: Could you hold the line,please?……Thank you for waiting, Sir. We have a twin at 239RMB per night. Is that alright?（请别挂断好吗？……让您久等了先生。我们有空余的双床间，价格是每晚239 元，这个可以吗?） G: That's OK.（可以） M: May I have your name and phone number?（可以告诉我您的姓名和电话吗？） G: Sure.My name is King W. Smith, at 3427-6798.（没问题。我叫金.W.史密斯，电话是3427-6798） M: 3427-6798, thank you. I'd like to confirm your reservation: a twin for Mr.King W.Smith, from March 3rd evening to 6th morning,3 nights. Is that right?（3427-6798，谢谢。我想确认一下您的 预定：金.W.史密斯，一个双床间，从3月3号晚上到6号早上，一共3天，对吗？） G: Yes.（对） M: We look forward to serving you then. Goodbye, Mr. Smith.（那么我们恭候您的光临，再见，史 密斯先生。）
酒店服务实用英语(前台)PPT课件
It’s 540 yuan . Please have a check.
2021/3/12
cashier
• G：It’ok. • C ： Mr.smith, you have paid 700
rooms and standard rooms, which one do you prefer ? • G：A standard room, what’s the rate? • R：368 yuan per night including breakfast. • G：OK, I’ll take it. • R：Could I have your passport?
2021/3/12
(2)Receptionist
• R：Thank you Mr. Johnson. Would you mind signing here? Would you mind paying the deposit 700 yuan?.
• (……) • R：Mr. Johnson, this is the key to room
2021/3/12
(2)Receptionist
（R=Receptionist G=Guest）
• R： Good morning, madam/sir， May I help you ?
• G：Good morning. I’d like to stay here. • R：Yes,We have suites, deluxe standard
• G：Y es,I’d like to stay here tonight. • B： I’m sure you will. This way to the
酒店前台部英语培训
前台部英语培训（一）自我介绍/ Self introduction姓名/Name 年龄/Age 性别/Gender 身高/Stature 名族/Nation语言/Language 婚姻/Marriage 兴趣爱好/Hobby 特长/One’s Strong Suit教育/Education 工作经验/Work Experience 工作成绩/Work Achievement职位/Position 工作年限/Work Duration 面试/Interview（二）酒店设施设备客房/Guest Room:普通房/Standard Room 豪华房/Deluxe Room 套房/Suite Room行政套房/Executive suite 总统套房/Presidential Suite 公寓/Apartment Room复式套房/Compound Room 单人房/Single Room 双人房/Twin Room 三人房/Triple Room餐饮/Food & Beverage:中餐厅/Chinese Restaurant (The Garden Restaurant) 会议室/Conference Room宴会室/Banquet Room 西餐厅/Western Restaurant (The Mien Café) 酒吧/Bar (The Long Bar)康体娱乐设施/Heath & Entertainment Facilities: 羽毛球/Badminton Court 篮球馆/Basketball Court 网球馆/Tennis Court沐足馆/Massage Room 麻将室/Mah-jiong Room 桌球/Snooker 泳池/Swimming pool (Out Door)（三）对话练习Dialogue AG: This is John speaking from room 6311, I want somebody to help me take my luggage.S: Certainly! Mr.John! Can I ask how many pieces of luggage do you have?G: Five.S: OK, The bellboy will come to take them right now!G: By the way! Can you prepare my bill now? I’m in hurry to catch the flight/ go to the airport.S: No problem!Dialogue BG: Can you wake up me tomorrow?S: Y es sir! May I know your room number?G: 6311.S: May I know what time would you like to wake up?G: A quarter to 7 o’clock/ six forty five.S: OK. We will call you on time. Good night!G: Thank you! By the way, where is the breakfast?S: It’s in the western restaurant. And it’s from 7-10 o’clock.G: Where is it?S: It’s on the first floor of 6th block.G: I see. Thank you! Good night!Dialogue CG: It’s something wrong with my air-condition in the room./ My toilet is not work.S: I’m sorry sir. May I know your room number?G: 6311.S: Don’t worry sir! The engineer will come to check & fix it as soon immediately!S: Good evening! Sir.The calling from reception. We are so sorry to inform you that the air-condition could not ready tonight! There was a terrible problem of if, we should contact to professional people to fix it tomorrow. Can we help you to change another room?G: OK! Which room?S: The new room is 6310. Please pack your luggage and waiting in your room. The bellboy will come & help you change the room.G: OK!Dialogue DG: Do you have laundry service?S: Y es! There are laundry list & laundry bags in the room. Please fill in it & pack you clothes. Then just leave its on the bed. The housekeeping will take its in the morning.G: When can I take its back?S: If deliver before 10 o’clock in the morning. Its can sent back at 7 o’clock in the evening.G: Do you have express service?S: Y es! We have. Express service can take it back after six hours from delivering. But it should be sent before 5 o’clock.G: I see. Thank you very much! Y our English is very good.S: Thank you! It’s my pleasure to help you! We hope you will enjoy you stay with us!Dialogue EG: Do you have room service?S: Y es! There is a menu in the drawer. And the room service phone number was marked on the telephone. It’s open until 2 o’clock in the early morning.G: Thanks. Can I ask massage service in room?S: Sorry! Sir.We don’t have massage service in the room. Y ou’d better to go to the massage centre. It’s on the 5th block. Business time is 10 o’clock in the morning to 12 o’clock at night.G: Thank you!Dialogue FG: I want to play golf tomorrow morning. Can I book your golf car at 7 o’clock.S: No problem! How many people are there in your party?G: Only one.S: Ok! The car will waiting for you on time tomorrow morning.G: By the way, can I ask a late check out?S: So when will you check out?G: About three o’clock.S: I’m sorry sir! We only can approve you free late check out until one o’clock. After it you should pay half charge.Dialogue GG: Can get more slippers/ bath robe/ tooth brush? Can you sent me a adapter/ hair dryer/ iron & iron board?S: No problem. May I know your room number?G: 6311.S: OK! The room attendant will bring to you immediately.Dialogue HS: Good afternoon! Reservation! Tracy speaking may I help you?G: I want to book a single room on this Friday.S: Please wait a moment. Let me check our rooms availabilities/ vacancy of that date…..Sorry to keep your waiting,madam. Y es, we have the vacancy/ don’t have any single rooms available of that date.May I know in whose name would you like to book/ would you mind a twin beds room to instead? G: MICHELLS: How many night would like to stay?G: Three.S: So the price is RMB922net on the weekend & RMB717net on the weekdays.G: OK! I get it.S: May I know you phone number?G: 12345111S: May know when will you upon?G: About nine o’clock in the evening.S: OK! Ms.Michell. your room was booked, let me repeat your reservation. It’s a single room for Ms.Michell from this Friday to Monday. The price is RMB922net & RMB717met.G: Correct!S: Thanks for your booking. We are looking forward to serving you.Dialogue IG: I have a reservation.S: May I have your name or your passport?G: Here you are.S: Y es,your booking is a single room stay here for three nights.G: Correct!S: Please fill in/ writ down your home address and sign your name here.S: May I ask how would you like to pay/ settle your deposit/ bill? By credit card or in cash?G: By credit card.S: May I have it?S: This is your credit card authorization voucher. Please sign your name here.S: This is your room card.The room number is 6311,on the third floor of 6th block.Please sign your name here to confirm all the details. The breakfast it in the western restaurant. It’s from 7-10 o’clock. It’s included. Just show your welcome card to take it.Out bellboy will show you to your room. We hope you will enjoy your staying with us.Dialogue JG: I want to store/ keep my luggage.S: Is there anything valuable or breakable inside?G: No!S: May ask what time will you take it back?G: About 5 o’clock in the afternoon.S: OK! Its totally three pieces. Please sign you name on this luggage tap.G: Here is your tap. Please show it when you take back your luggage.（四）常用句子Useful Sentences1. Could you speak slowly and loudly?2. Pardon? I’m sorry sir. I don’t know what do you mean. Please wait a moment/ hold the line. I willbring my manager to you.3. Thank you for your understanding.4. I’m afraid it’s against our policy.5. We have shuttle bus from hotel to golf club/ swimming pool. It’s leaving for every one hour.6. Anything else I can do for you? Just let me know.7. Let me help you with your luggage.8. I’m always at your service.9. I’m afraid the room is not ready yet. The will be delay about half an hour.10. We apologize for the inconvenience. What about having some drink in the western restaurant. Andwe will take care of you luggage11. We really apologize for the delay.12. I’m sorry, there could be some mistakes.13. Never mind.14. It’s all right./ It’s doesn’t matter.15. Right away, sir.16. Wish you have a good trip.17. The same to you.18. We don’t have shuttle bus to GZ city centre. Y ou’d better to rent our hotel car. It’s cost RMB300.19. It’s about twenty five minutes/ forty five minutes from hotel to the airport/ GZ.Show DirectionsEast/ 东South/ 南West/ 西North/ 北In front of/ 在….前面beside/ 旁边behind/ 后面above/ 上面Below/ 下面on/ 上面under/ 下面river/ 河crossroad/ 十字路口bridge/ 桥traffic light/ 交通灯block/ 街区Corner/ 拐角on the left/ 在左边on the right/ 在右边at the end of/ 在最后cross the street/ 过马路turn left/ 转左turn right/ 转右in the next/ 在下一个Near by/ 附近，旁边go straight/ 直走road sign/ 路标by bus/ taxi/ 乘车on foot/ 步行drive along/ 一直往前开keep straight on/ 继续走下去。
《酒店英语培训》课件
Hale Waihona Puke Check out: Check out
Room Service
Dining Area: Restaurant Area
Check in: Check in
Receptionist: Front desk receptionist
Laundry Service
Checking in the guest
This involves completing the registration process, including collection identification documents, confirming the reservation details, and processing any payments
01
02
03
04
05
06
Speaking clearly and politely: Use clear and polite language to communicate with guests, ensuring they understand and feel respected.
Active listening: Actively listen to guests' needs and questions, and provide responses to ensure smooth communication.
Order taking
Guests can order room service if it is available It is important to understand how to take orders, including the type of food and drink requested, the time they would like it delivered, and any specific instructions for the delivery person
酒店前厅部英语培训课件
对不起，这是不允许的。 12、No, I’m afraid not.不，恐怕不行
电话用语 Telephone sentences
1、Wait a moment, please. 对不起，请稍等。
营业场所名称 Names of business place
前台 商务中心 健身中ห้องสมุดไป่ตู้ 咖啡厅 美容美发 中餐厅 西餐厅
Front Office
礼宾部
Business Center 总 机
Fitness center 大堂吧
Coffer Shop
收银
Beauty Salon 商 店
Chinese Restaurant
2、Nice to meet you. 很高兴见到你。
3、How do you do?/ How are you? 你好吗？
4、Welcome to our hotel. 欢迎光临我们酒店。
5、Have a good time. 祝您过得愉快！
6、 Just a moment, please. 请稍等一下。 7、 Don’t worry about it别担心。 8、 I beg your pardon? (or Pardon?)
星期一 Monday / Mon 星期二 Tuesday/ Tue 星期三 Wednesday / Wed 星期四 Thursday/ Thu 星期五 Friday/ Fri 星期六 Saturday/ Sat 星期日 Sunday/ Sun
礼貌用语 Courtesy English
酒店基础英语培训ppt课件
欢送会主持词范文8篇欢送会主持词篇1女：尊敬的各位领导，老师们，同学们男：亲爱的20__届的师哥师姐们男：三年前的邂逅仅仅是一次命定之外偶然，那么今天的离别则是三年丰富、幸福、温存时光经过后的必然。
女：每年的这个时候，除了互道别离，互致珍重以外，年复一年的毕业晚会似乎已经成了我们踏入社会前的最后一次集体聚首。
男：也正因为此，我们承载了太多的祝福与惦念，寄托了太多的关怀与企盼，藏匿了太多的故事与细节。
女：在今晚，当第一枚音符响彻礼堂的时候，也就意味着又一届枣院学子的青春往事将被再次提起，接着在几小时后被封存在这座熟悉的礼堂，留驻在我们每个人的脑海。
男：今晚，让我们再一次重温，那些感动过我们的人和事：灯火通明的教学楼里用功的身影；篮球场上捍卫集体尊严的男儿霸气；满是欢声笑语的宿舍里不着边际的闲谈……这一切在今天看来是如此的美丽而生动。
女：让我们静静享受下一个挑战，在日复一日与时间的赛跑中，你会变得更加坚强，更加神采奕奕！又一个青春之旅从今晚起航。
“×第二届大学生科技文化艺术节闭幕式暨欢送09届毕业生晚会现在开始！放飞心中的理想畅想青春的旋律追逐成功的喜悦把握无悔的明天歌声响起，往事历历在目，天下没有不散的筵席，让我们虔诚祷告，祝福彼此，此情可待成追忆，只是当时已惘然。
歌声逝去，前程始于足下，期待下次瑰丽的相逢，让我们自然体味，感受人生，会当击水三千里，自信人生五百年。
×第二届大学生科技文化艺术节闭幕式暨欢送__届毕业生晚会到此结束。
欢送会主持词篇2不要说我们儿女情长难舍难离聚也依依，散也依依你不忍心说再见我怎又不泪眼盈盈啊千里搭长篷没有不散的筵席人生总是聚也依依，散也依依去吧那天边的彩霞就是我陪伴你的身影甘肃__陶瓷集团有限责任公司生产部拣选工段黄__女士欢送会现在开始。
全体起立，欢迎公司各位领导和主管就位！（鼓掌）尊敬的各位领导、各位主管、在座的各位员工：大家晚上好！开始语：人与人相处，贵在知心。
酒店实用英语培训课件
What time is it? 现在几点钟 It’s 10:30 in the morning. 早上十点半 Please keep it. 请保管好 What do you think of our service. 您对我们的
销售部
Sales manager
销售经理
Food and beverage department 餐饮部
Housekeeping department 客房部
Personal and training department 人事培训部
Financial department
财务部
Engineer department
38 Here is your change.
这是找您的零钱
39 Go straight on, please.
请一直往前走
40 Turn left(right) please.
请往左（右）走
客房设施常用词汇
Air conditioner Dressing table Night table TV set Bathtub
牙刷 肥皂 牙刷 润肤乳 卫生纸 烟灰缸
Laptop Hairdryer Service guide Control panel
开关
手提电脑 吹风机 服务指南 床头灯
Luggage rack Safety box Switch Socket Mini-bar
行李架 保险箱 开关 插座 小冰箱
酒店公共英语
Hope you have a good time in our hotel.希 望您在我们酒店入住愉快
《酒店英语前台》课件
Provide printing services
Service content
Service process
Provide customers with printing, copying, scanning and other services to meet the document processing needs of business customers.
Front desk reception
Receive company
Green guests warm and professional
Quickly and efficiently handle guest check-in procedures
Assist guests with their luggage and provide information about the hotel facilities
Attention
Regularly maintain and update the facilities of the business center to ensure good equipment performance and stable operation, and provide professional technical support and solutions.
Change frequency
Generally speaking, hotels will change bed sheets after guests check out or according to their requirements.
Special situation handling
《前台英语培训》课件
《前台英语培训》课件xx年xx月xx日CATALOGUE目录•课程概述•课程内容•课程安排•教师及教学方法•教学成果与展望01课程概述提升前台工作人员的英语沟通能力通过培训，使前台工作人员能够流利地使用英语进行日常接待和交流，从而提高客户满意度。
增强前台工作人员的职业素养培训内容包括职业礼仪、沟通技巧和客户服务意识等，提升前台工作人员的职业素养。
课程目标1 2 3培训内容包括日常接待英语口语、礼貌用语的用法和技巧等。
前台英语日常接待用语培训内容包括听力理解、口头表达、非语言沟通等方面的技巧。
前台英语沟通技巧培训内容包括客户服务意识、客户需求分析、投诉处理等方面的技巧。
前台英语客户服务第一阶段了解前台英语培训的目标和内容，学习前台英语日常接待用语。
学习前台英语沟通技巧，包括听力理解、口头表达、非语言沟通等方面的技巧。
学习前台英语客户服务技巧，包括客户服务意识、客户需求分析和投诉处理等方面的技巧。
模拟实操练习，进行角色扮演练习，纠正发音和语调等。
总结和考核，对培训内容进行总结和考核，评估学员掌握程度。
第二阶段第四阶段第五阶段第三阶段02课程内容日常接待用语包括基本的“Hello”，“Good morning/afternoon/evening”等。
欢迎和问候包括“I am xxx, it's nice to meet you”等。
自我介绍包括“Thank you”，“I'm sorry”等。
感谢和道歉包括“Goodbye”，“See you later”等。
告别和道别包括如何迎接客户，引导客户入座，倒茶等。
商务接待包括如何介绍公司，产品等。
商务介绍包括如何进行谈判，处理客户异议等。
商务谈判包括如何礼貌地送走客户，道别等。
商务送别商务交流用语沟通技巧包括如何理解客户的意思，如何回答客户的问题等。
听力技巧表达技巧谈判技巧反馈技巧包括如何清晰地表达自己的意思，如何让客户更容易地理解自己的意思等。
《酒店英语培训》课件
《酒店英语培训》课件酒店英语培训一、课程背景随着全球化的不断深入，酒店行业对于高素质英语人才的需求日益增长。
为了培养具备出色英语沟通能力的酒店人才，本课程针对酒店行业从业者设计，旨在提高学员的英语水平，使他们能够更好地为国内外客户提供优质服务。
二、课程目标本课程的目标是让学员在掌握基本英语沟通技巧的基础上，熟悉酒店行业的常用英语表达，培养学员在酒店工作中具备跨文化交流的能力，从而提升酒店服务质量和客户满意度。
三、课程内容1、酒店英语基础：介绍酒店行业的基本英语词汇、句型和常用表达，帮助学员快速入门。
2、客房服务英语：学习如何为客人提供优质的客房服务，包括欢迎词、房间介绍、清洁服务等内容。
3、餐饮服务英语：掌握餐厅服务中的常用英语表达，学习如何进行点菜、推荐菜品、处理客人的投诉等。
4、前台英语：学习如何处理预订、入住、退房等前台工作，提高与客人的沟通效率。
5、跨文化交流：介绍不同文化背景的客人的沟通需求和习惯，提升学员的跨文化交流能力。
四、课程形式1、视频教学：通过生动的视频素材，展示酒店工作中的实际场景，帮助学员更好地理解课程内容。
2、角色扮演：学员分组进行角色扮演，模拟酒店工作中的真实场景，提高英语口语表达能力。
3、案例分析：通过分析真实的酒店案例，让学员了解酒店工作中可能遇到的问题及解决方法。
4、课堂互动：邀请行业专家进行现场讲解，与学员进行互动交流，答疑解惑。
五、课程评估1、课堂表现：根据学员的课堂参与度、角色扮演表现等方面进行评估。
2、课后作业：布置与课程内容相关的作业，巩固学习成果。
3、阶段测试：定期进行阶段性测试，了解学员的学习进度和掌握程度。
4、期末考试：进行综合性的期末考试，评估学员在整个课程中的学习成果。
六、课程优势1、针对酒店行业设计，符合行业需求，更具针对性。
2、课程内容丰富，涵盖了酒店服务的各个方面，全面提升学员的英语能力。
3、结合实际工作场景，注重实践操作，使学员更好地适应工作环境。
《酒店英语培训》PPT参考课件
8.Engineering Department ( ENG) 工程部
9.Security Department ( SEC) 安保部
10.Purchasing Department (pur)采购部
14
15
16
17
18
19
20
21
22
23
24
洗衣服务
25
Courtesy English 礼貌英语
7
Greeting 问候
❖How is everything going with you ❖你最近好吗？
❖Not busy/So so. ❖还行，不忙/一般。 ❖How about your family? ❖您的家人最近好吗
8
Thanks 致谢
❖Thanks
谢谢
❖Thank you 谢谢你！
12
Festivals 节 日
❖ New Year
新年
New Year’s Day 元旦
Spring Festival 春节
Saint Valentine’s Day 情人节
❖ Happy Birthday 生日快乐
❖ Merry Christmas 圣诞节
13
各部门名称
1. Executive Office (EO)
❖ 14、对不起，我马上就过来。
❖ Go upstairs/downstairs. 上楼
❖ It’s on the 2nd floor. 在二楼
❖ This way, please. Turn left/right
❖ 这边请，向左/右转
❖ This way to the elevator.
❖ 这条路通往电梯
- 1、下载文档前请自行甄别文档内容的完整性，平台不提供额外的编辑、内容补充、找答案等附加服务。
- 2、"仅部分预览"的文档,不可在线预览部分如存在完整性等问题,可反馈申请退款(可完整预览的文档不适用该条件!)。
- 3、如文档侵犯您的权益，请联系客服反馈,我们会尽快为您处理(人工客服工作时间：9:00-18:30)。
一、 Front Office 前台
二、 Housekeeping 客房 三、Food & Beverage 餐饮 四、 Other Severices 其他服务
目录
Front Office 前台
•Reservation •预定
•Reception •接待
1
Bell Severice 行李服务
LOGO
如何问候？
在向客人打招呼时，如果能记住客人的姓名，如“Mr.Black”,而不是笼统的 “Sir/Madam”，客人会由于收到格外的关注而感到满足。 打招呼时，最好避免用“Hi!”、“Hello!”的用语（因为这样显得过于随便），而 用“Good morning /afternoon”等比较正式的用语。 在客人招呼自己的时候，最常见的回应就是“May i help you?”在为客人提供了服 务之后，不妨再问一句：“还有什么能为您效劳吗？（Anything else?或者Anything else i can do for you?）如果客人没有什么其他的要求，还可以说：“我随时愿意为您效劳。” （I am always at your service.）或者是：“如果有什么能为您效劳的，请只管告诉我。” （If there's anything i can do for you,please just let me know.） 在和客人分别的时候，可以用下面的句子来表达良好的祝愿： 祝您玩得开心！ Have a good time! 祝您有愉快的一天！ Have a good day! Good day! 祝您住店愉快！（用于客人入住酒店时） Please enjoy your day! 希望您在酒店住得还满意！（用于客人退宿时）I hope you have enjoyed your stay! 祝您一路平安！（用于客人退宿时）Have a safe trip!
客人姓名 团队名称 编号 代订人姓名 联系电话 单位地址 Guest Name Name Of Group Code Contact Name Telephone Number Company Name
背景常识须知
所需客房类型 Room Type 所需客房数量 Number of Rooms
LOGO
LOGO
Reception 接待 2、房态的表达方式
住客房
空房 走客房
背景常识须知
Occupied Room
Vacant and Available for Sale Check-out Room / on-charge room
待修房
保留房 在外过夜房 携少量行李的住客房 请勿打扰房 双锁房
如何表示不理解客人的意思
1、请客人重复 Pardon? 或I beg your pardon? 请您再说一次好吗？ Could you speak more slowly, please? 请您说慢一点好吗？ I'm afraid i don't understand. 很抱歉，我不明白您的意思。 2、重复客人的意思，已证实了解无误。 Excuse me ,Sir. Do you mean……？ 对不起，先生，您的意思是不是说……？
订房入住当天的保留时间
对宾客预定变更、取消变更的协议
Reservations, Aggreements and Cancellations
LOGO
Reservation 预定
• 2、客房基本种类
单人间 Single Room 标准间 Standard Room 双人间 Twin Room 大床房 King-size room Queen Room Double Room 三人间 Triple Room 无烟房 No Smoking Room
LOGO
常用句型
指定的房间没有空缺
1、我们没有多余的标准间了。 We have no standard room available. 2、您介意改为单人间吗？ Would you mind a single instead? 3、很抱歉，我们的客房都被订出去了。 I'm sorry,but we are fully booked.
背景常识须知
普通套房 Junior Suite 高级套房 Superior Suite 商务套房 Business Suite 复式套房 Duplex Suite 连接套房 Connecting Rooms 豪华套房 Deluxe Suite 行政套房 Executive Suite 总统套房 Presidential Suite
LOGO
预定的基本应对
1、您好,东明国际大酒店，可以为您效劳吗？ Good Morning, Dongming International Hotel,Can i help you? 2、我想订个房间。 I would like to reserve a room. 3、房价是多少钱？ How much is the room? 4、您想订在哪一天？ For which date? 5、您喜欢哪一种房间呢？ Which kind of room would you perfer? 6、请问您住多久/住几晚？ How many days/ nights,please? 7、请问有多少人？ How many guests,please? 8、可以告诉我您的姓名吗？ May I know your name?
2
•Telephone •电话
3
4
LOGO
Front Office
前台，（Front office/Front Desk），又称为 总服务台（总台）或大堂部，为客人提供订房、 登记、分房、换房、问讯、电话、订票、留言、 行李、退房等一系列服务。
LOGO
ervation 预定 1、订房9大要素
LOGO
告知房价和付款事项
1、单人间每晚219元，外加15%的服务费。 A single room is 219RMB per night, wiht a 15% service charge. 2、这个价钱包括早餐吗？ Does the price include breakfast? 3、我们需要您先付200元订金/押金。 we will need an andance deposit of 200RMB. 4、我们酒店今天又特价。 We offer special rates today. 5、单人间可以打8.5折。 For a single room, there is a 15% discount.
Out of order
Blocked Room Sleep-out Room Occupied with Light Luggage Do Not Disturb(DND) Double Locked Room
LOGO
Reception 接待 3、服务规程
背景常识须知
在客人填好入住登记以后，接待员应请客人在准备好的房卡（Room Card）上签名，并将房间钥匙（Room Key）交给客人。有些酒店还向客人 提供餐券（Meal Voucher）、免费饮料券（Beverage Voucher）、优惠券 （Coupon）等等。 接着，接待员应安排行李员（Bellman）运送客人行李，并将客房所在 楼层及电梯位置告诉客人：“您的房间在……楼的……房。请搭那边的电 梯。”（Your room is...on the ...floor. Please take the lift over there.） 并祝客人住店期间愉快：“Please enjoy your stay."有些酒店在客人进房 7~10分钟时，还会打电话询问客人对房间是否满意：“How do you like the room?"
LOGO
情景对话
M：Mary 玛丽 G：Guest 旅客
M: Good morning. Dongming International Hotel. May I help you? (您好，东明国际大酒店，有什么 可以为您效劳？) G: Yes, I'd like to reserve a room from the evening of March 3rd to the morning of 6th.（我想预定 房间，从3月3号晚上到6号早上。） M: So that's 3nights. And which kind of room would you prefer? （那就是3天，请问您想订哪种房 间？） G: A twin,please.（请给我一个双床间。） M: Could you hold the line,please?……Thank you for waiting, Sir. We have a twin at 239RMB per night. Is that alright?（请别挂断好吗？……让您久等了先生。我们有空余的双床间，价格是每晚239 元，这个可以吗?） G: That's OK.（可以） M: May I have your name and phone number?（可以告诉我您的姓名和电话吗？） G: Sure.My name is King W. Smith, at 3427-6798.（没问题。我叫金.W.史密斯，电话是3427-6798） M: 3427-6798, thank you. I'd like to confirm your reservation: a twin for Mr.King W.Smith, from March 3rd evening to 6th morning,3 nights. Is that right?（3427-6798，谢谢。我想确认一下您的 预定：金.W.史密斯，一个双床间，从3月3号晚上到6号早上，一共3天，对吗？） G: Yes.（对） M: We look forward to serving you then. Goodbye, Mr. Smith.（那么我们恭候您的光临，再见，史 密斯先生。）