酒店英语前台
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booking. 2. According to the dialogue you made above, fill in the missing
information in the Reservation Form.
Hot Tip
Reservation #
Mr./Mrs./Miss/Ms.:
______________
like to make a reservation for three nights. R: All right. Single or double room? C: Double room, please. R: Let me check... Yes, we have a double room available. C: Is that with or without bath? R: It’s a room with shower and toilet. C: That sounds good. Is there air conditioning? R: Certainly, sir.
you have rooms available. We are going to have a conference. R: May I know how many people there will be in the conference? C: 20 persons. R: What kind of room would you like? C: I’d like 10 twin rooms. R: For when?
情景实例
Scene: George Smith and Lauren Smith, a British couple, are going to spend their holidays in China. Now Mr. Smith is making a reservation at Marriott Hotel in Ningbo through a long distance call. (R=Receptionist, C=Customer) R: Good morning, Marriott Hotel. Can I help you? C: Good morning. Have you got vacancies from July 18th to 20th? I’d
情景实例
Scene: The telephone rings. The receptionist answers the phone. (R=Receptionist, C=Customer) R: Reservations. May I help you? C: Yes. I am calling from Sunny Trade Company. I’d like to know if
• • •
Front Office Introduction 前厅部介绍
Front Office 项目一 前厅部
Front Office is the answer station for residence halls. If you have any questions about housing, or need assistance from Housing staff, or directions to a new location, stop by or call and ask the desk staff. They are all knowledgeable about the hotel, the nearby places, and the city. In most halls, Front Office is located near the main entrance. Also, you register, check-in, check-out, change money and ask for other helps there, so Front Office is an open window of a
Hot Tip
的总服务台。如果
前厅部是酒店住宿
需要客房工作人
你有住宿方面的问题，
可以到前厅
员的协助或地点问询等，你都
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”。
宾服务
■
Business Center
务中心
信 客房预
入 礼 商
Front Office
1
Receiving Room Reservations
2
Check-in Services
3
Extending the Stay and
Changing the Room
4
Check-out Services
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
Diagram
Program 1
Program 2
Program 3
Program 4
Program 1
No. of persons: ____________
Rate quoted(报价):______________
Contact/Company name:___________ Address: ___________
Phone No.: ______________
• 有保证预定
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 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；
5
Concierge Services
Hot Tip
Task 1
Receiving Room Reservations
工作任务一
受理客房预订
Task Objectives 任务目标
After learning, you should be able to:
学完后，应该掌握：
◆
receive FIT reservations
Arr. Date: ______________
Depart. Date:
______________
ETA: ______________
No. of nights: ______________
Room type: ______________ No. of rooms: ______________
R: One moment, please, sir.(The receptionist is checking the list.) Yes, we can confirm 10 rooms for those days. C: Thank you. Is there any special rate for a group reservation? R: Yes, there is a 15 percent discount. C: That’s great. R: By the way, how will you be settling the accounts, please? C: Our company will cover all the expenses and we will send you a
vacancy
n.
空位
single room
double room
air conditioning
mobile phone
look forward to
长途电话
单人房 双人房 空调 手机，移动电话 期望
Hot Tip
Sub-task 1: Receiving FIT Room Reservations 子任务一 受理国外散客预订
预付订金方式
1. 预付款prepayment :提前支付
2. 信用卡credit card: 提供信用卡号
3. 押金advanced deposit: 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-task 2: Receiving Group Reservations 子任务二 受理团队预订
受理国
外散客预订
◆
receive group reservations
受理团队预订
◆
receive guaranteed room reservations
受理有保证
的客房预订
◆
receive room reservation cancellation
受理客房退订
Hot Tip
词汇与表达
long distance call
nights from 18th to 20th. Am I correct? C: Yes, that’s right. Thank you. R: You are welcome, sir. We are looking forward to your coming. Goodbye.
• Types of room
Hot Tip
Main Functions of the Front Office 前厅部主要功能
■
Information Inquiry Service
息问询服务
■
Room Reservation Service
订服务
■
Check-in Service
住登记服务
Байду номын сангаас
■
Concierge Service
Hot Tip
C: How much will it be for one night? R: Let me see. A double room is RMB 600 yuan per night. C: Does that include breakfast? R: Yes, that includes a Chinese or American breakfast and a newspaper China Daily. C: Do you accept Visa Card? R: Yes, we do. What time will you be arriving? C: I should be there around 7：00 p.m. on the 18th. R: OK, sir. Could I take your name and contact number, please? C: Yes, my name is George Smith. Mobile phone number is 0013602923671. R: Could you spell that, please? C: George Smith, G-E-O-R-G-E, S-M-I-T-H. R: Mr. George Smith. A double room with bath and air conditioning for the
实用阶梯英语
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.
Hot Tip
情景实训
1. Role play Your name is Bill
Brown. You’d like a single room with shower from July 18th to 22nd. The
hotel receptionist answers the phone and accepts the
Single room
• Types of room
double room
• Types of room
twin room
• Types of room
triple room
• Types of room
suite
❖Types of room
Executive room
Just a room for executives in hotel
information in the Reservation Form.
Hot Tip
Reservation #
Mr./Mrs./Miss/Ms.:
______________
like to make a reservation for three nights. R: All right. Single or double room? C: Double room, please. R: Let me check... Yes, we have a double room available. C: Is that with or without bath? R: It’s a room with shower and toilet. C: That sounds good. Is there air conditioning? R: Certainly, sir.
you have rooms available. We are going to have a conference. R: May I know how many people there will be in the conference? C: 20 persons. R: What kind of room would you like? C: I’d like 10 twin rooms. R: For when?
情景实例
Scene: George Smith and Lauren Smith, a British couple, are going to spend their holidays in China. Now Mr. Smith is making a reservation at Marriott Hotel in Ningbo through a long distance call. (R=Receptionist, C=Customer) R: Good morning, Marriott Hotel. Can I help you? C: Good morning. Have you got vacancies from July 18th to 20th? I’d
情景实例
Scene: The telephone rings. The receptionist answers the phone. (R=Receptionist, C=Customer) R: Reservations. May I help you? C: Yes. I am calling from Sunny Trade Company. I’d like to know if
• • •
Front Office Introduction 前厅部介绍
Front Office 项目一 前厅部
Front Office is the answer station for residence halls. If you have any questions about housing, or need assistance from Housing staff, or directions to a new location, stop by or call and ask the desk staff. They are all knowledgeable about the hotel, the nearby places, and the city. In most halls, Front Office is located near the main entrance. Also, you register, check-in, check-out, change money and ask for other helps there, so Front Office is an open window of a
Hot Tip
的总服务台。如果
前厅部是酒店住宿
需要客房工作人
你有住宿方面的问题，
可以到前厅
员的协助或地点问询等，你都
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”。
宾服务
■
Business Center
务中心
信 客房预
入 礼 商
Front Office
1
Receiving Room Reservations
2
Check-in Services
3
Extending the Stay and
Changing the Room
4
Check-out Services
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
Diagram
Program 1
Program 2
Program 3
Program 4
Program 1
No. of persons: ____________
Rate quoted(报价):______________
Contact/Company name:___________ Address: ___________
Phone No.: ______________
• 有保证预定
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 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；
5
Concierge Services
Hot Tip
Task 1
Receiving Room Reservations
工作任务一
受理客房预订
Task Objectives 任务目标
After learning, you should be able to:
学完后，应该掌握：
◆
receive FIT reservations
Arr. Date: ______________
Depart. Date:
______________
ETA: ______________
No. of nights: ______________
Room type: ______________ No. of rooms: ______________
R: One moment, please, sir.(The receptionist is checking the list.) Yes, we can confirm 10 rooms for those days. C: Thank you. Is there any special rate for a group reservation? R: Yes, there is a 15 percent discount. C: That’s great. R: By the way, how will you be settling the accounts, please? C: Our company will cover all the expenses and we will send you a
vacancy
n.
空位
single room
double room
air conditioning
mobile phone
look forward to
长途电话
单人房 双人房 空调 手机，移动电话 期望
Hot Tip
Sub-task 1: Receiving FIT Room Reservations 子任务一 受理国外散客预订
预付订金方式
1. 预付款prepayment :提前支付
2. 信用卡credit card: 提供信用卡号
3. 押金advanced deposit: 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-task 2: Receiving Group Reservations 子任务二 受理团队预订
受理国
外散客预订
◆
receive group reservations
受理团队预订
◆
receive guaranteed room reservations
受理有保证
的客房预订
◆
receive room reservation cancellation
受理客房退订
Hot Tip
词汇与表达
long distance call
nights from 18th to 20th. Am I correct? C: Yes, that’s right. Thank you. R: You are welcome, sir. We are looking forward to your coming. Goodbye.
• Types of room
Hot Tip
Main Functions of the Front Office 前厅部主要功能
■
Information Inquiry Service
息问询服务
■
Room Reservation Service
订服务
■
Check-in Service
住登记服务
Байду номын сангаас
■
Concierge Service
Hot Tip
C: How much will it be for one night? R: Let me see. A double room is RMB 600 yuan per night. C: Does that include breakfast? R: Yes, that includes a Chinese or American breakfast and a newspaper China Daily. C: Do you accept Visa Card? R: Yes, we do. What time will you be arriving? C: I should be there around 7：00 p.m. on the 18th. R: OK, sir. Could I take your name and contact number, please? C: Yes, my name is George Smith. Mobile phone number is 0013602923671. R: Could you spell that, please? C: George Smith, G-E-O-R-G-E, S-M-I-T-H. R: Mr. George Smith. A double room with bath and air conditioning for the
实用阶梯英语
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.
Hot Tip
情景实训
1. Role play Your name is Bill
Brown. You’d like a single room with shower from July 18th to 22nd. The
hotel receptionist answers the phone and accepts the
Single room
• Types of room
double room
• Types of room
twin room
• Types of room
triple room
• Types of room
suite
❖Types of room
Executive room
Just a room for executives in hotel