英语酒店实训1

Unit1 making Room Reservation
Words and phrases
Information desk 问讯处
cloak room 行李房、存衣处
reservation department 预订部门
receptionist 接待员
standard/superior single room 标准单人间
standard/ superior double room 标准双人间
twin room 标准间
deluxe room 豪华间
presidential suite 总统套房
suite room 套房
deluxe suite 豪华套房
room availability 房间可用率
room type 房型
revise the reservation 修改预订
postpone the reservation 推迟预订
extend the reservation 延长预订
lounge 休息厅
lobby 大厅
delegation 代表团
room rate 房价
Sentences
1.Good morning. Room Reservations. May I help you?
早上好，预定处，请问我能帮助你吗？
2.Hold on, please. I will put you through to the reservation department.
请等一下，我帮你转接到预定处。

3.For which date? /when are you going to arrive here?/How many nights are you
going to stay here?
哪一天/你什么时候到达这里？/你将住在这里多久？
4.Could you tell me under whose name was the reservation made?
能告诉我预订写谁的名字吗？
5.Is it possible for you to change your reservation date?
你有可能改变预定日期吗？
6.Would you like us to put you on our waiting list and call you in case we have a cancellation?
你是否希望我们把你写在等候名单上，一有取消就联系你。

7.Could you recommend me another hotel which won’t be full up?
可以推荐其他没有住满的酒店给我吗？
8.I am going to check the room availabilities for those day.
我将要检查这几天房间可用情况。

9.I’d like to cancel a reservation since my schedule for the following days has been changed.
因为我接下来几天的行程改变了所以我想取消预订。

10.It is the reservation for yourself or for another party
为自己预订还是为其他人呢？
Job positions and job responsibilities
Job position:Receptionist
A receptionist was responsible only for a few tasks that included answering calls,forwarding them to respective departments,receiving and sending mail,taking care of correspondence,welcoming visitors and tending to their needs.Today,with technological development and increase in scope,the duties of a receptionist have undergone tremendous change.The following point will give you a better idea of a receptionist’s profile and his/her job description.
Unit2 Checking-in
Words and phrases
walk-in guest 未经预订而入住的客人
passport 护照
registration form 登记表
fill in 填写
pay a deposit of 付押金
in cash 现金支付
by credit card 信用卡支付
room card 房卡
departure time 离开时间
tour leader 导游
group visa 团队签证
extend the stay 延长入住时间
account 账户
swipe 刷卡
receipt 收据
bellman 行李生
trolley 行李推车
pull up 查一下
expire date 有效期
safe journey 一路平安
Sentences
1.How many pieces of luggage do you have?
您有多少个行李箱？
2.So you have got altogether four pieces of baggage, is it right? 你要一起拿四个行李，对吗？
3.Excuse me, where can I buy some cigarettes?
打扰一下，哪里我能买到香烟？
4.Can I also get some souvenirs there?
我也能在这里得到纪念品吗？
5.There is a counter selling all kinds of souvenirs.
柜台销售所以纪念品吗？
6.Our concierge can arrange the tour for you.
我们旅宾部为你安排旅程
7.It’s in the basement at the end of the corridor.
在走廊尽头的地下室
8.Would you like me to call a taxi for you?
请叫个出租车给我
9.I am very sorry to have kept you waiting.
很抱歉让你等久了
10.Please write out the expire date of your passport /visa.
请写上您的护照有效期/签证有效期。

Job positions and job responsibilities
Job position:the bellman
The bellman--At one time, Bellmen were present in almost every hotel throughout North America. Now, however, the bellman is becoming rarer as many hotels seek to provide cheaper accommodation. Bellmen can still be found in upscale hotels, in which luxury and service are rated higher than affordability. Bellmen are known under several titles, including bell staff, porters and bellhops. An experienced bellman may become a bell captain, responsible for managing other bellmen within the hotel.
A bellman officially is part of the receptionist staff. He is responsible for greeting guests when they arrive and identifying them. Once this information has been given, the bellman will pass on the details to other reception staff or direct the guest to the desk. In extremely busy hotels, the bellman may work as part of a team, and be
assigned specific guests to look after. Guests who regularly use a certain hotel may request the same bellman time and time again.
While a guest is checking in, the bellman will unload any luggage and wait for the guest to finish checking in. He will then escort the guest up to the guest's room. During this time, the bellman is responsible for answering any questions that the guest may have about the facilities of the hotel and ensuring that the guest feels welcome. Upon arriving at the room, the bellman will explain the features of the locks, escort the guest into the room, and orientate the guest to any necessary details.
Job position:Reception Desk
A front desk receptionist performs an important role within an organization by being the first person a client encounters. The receptionist can have a tremendous impact on the company's ability to make a positive impression and offer quality customer service. Front desk receptionists perform a variety of administrative tasks and can transfer skills for work in almost any industry. Receptionists are generally required to have a high school diploma and good interpersonal skills.Examples of customer service duties may involve checking in patrons of a hotel, scheduling appointments with patients at a doctor's office or coordinating sales meetings for staff members in a corporation. The particular job tasks will vary depending on the type of employer, but the central idea of providing quality service so customers return underlies all basic responsibilities. A receptionist is responsible for greeting visitors, answering basic questions and directing customers to the appropriate resources within the company.
A receptionist may handle an organization's external communication including postal mail, email, phone calls and faxes. Receptionists may answer phones and take messages, coordinate special deliveries or outgoing mail, fax documents to clients or other businesses and respond to general emails for the company. A person in this position may also play an important role with a company's internal communication by managing calendars, emailing important announcements to other staff members,
scheduling company meetings and events and relaying messages between employees. Unit3 Extending the staying and changing the room
Words and phrases
Please make up room (PMU) 请记打扫
Don’t disturb (DND) 请勿打扰
check-out rooms 退房
vacate 撤出
take a nap 小睡一下
on request 应要求
have a sound sleep 睡个好觉
do sb. a favor 支持某人
extra bed 加床
roll-away 可移动
hanger 衣架
long-staying guests 常住客人
turn-down service 晚床服务
overnight staff 晚班
tidy up 清洗
draw the curtains 拉上窗帘
play hide-and-seek 捉迷藏
fix the curtains 修理窗帘
toilet needs 卫生用品
Instruction 无线网
Sentences
1.Housekeeping. May I come in？
我是客房部的，可以进来吗？
2.When would you like me to do your room, sir？
您要我什么时间来给你打扫房间呢，先生？
3.You can do it now if you like．
如果您愿意，现在就可以打扫。

4.I would like you to go and get me a flask of hot water．
我想请你给我拿一瓶开水来。

5.I'm sorry that your flask is empty．
很抱歉您的水壶空了。

6.May I do the turn-down service for you now？
现在可以为您收拾房间了吗？
7.Oh, thank you. But you see, we are having some friends over．
噢，谢谢，但你知道我们邀请了一些朋友过来聚聚。

8.Could you come back in three hours？
你能不能过3小时再来整理？
9.Certainly, madam. I'll let the overnight staff know．
当然可以，女士。

我会转告夜班服务员。

10.Would you tidy up a bit in the bathroom？
请整理一下浴室好吗？
11. I've just taken a bath and it is quite a mess now．
我刚洗了澡，那儿乱糟糟的。

12.Besides, please bring us a bottle of just boiled water．
此外，请给我们带瓶刚烧开的水来。

13.It's growing dark．Would you like me to draw the curtains
for you？
天黑下来了，要不要我拉上窗帘？
Job positions and job responsibilities
Job position:Room attendant
Each day, room attendants visit guest rooms to make beds, run the vacuum, empty the trash, and exchange used towels and linens for clean ones
After a guest checks out, room attendants are responsible for preparing the room for the next guest. This involves vacuuming floors and curtains, changing bed linen, dusting surfaces, cleaning mirrors and bathroom fixtures, and washing windows.
Room attendants replenish toiletries, tissue, toilet paper, coffee, tea and any other complimentary items. They also take inventory of the minibar to bill guests for anything consumed and restock anything that was taken out.
Room attendants ensure that all appliances and electronics, such as coffee pots, hair dryers, televisions, and heating and cooling elements, are functional. They also take inventory of such items in the room, reporting anything that is missing or damaged.
Room attendants provide customer service, such as turning down beds, delivering newspapers and picking up dry cleaning or ironing. They also fulfill requests for extra pillows or towels
Making room reservations
The hotel reservation is important for the hotel.There are many ways of reservation including face-to-face reservation, telephone reservation and so on. The receptionist must know that the hotel room rates, the types of rooms, the date of the guests arrive at the hotel and leave the hotel, room numbers and the ways of payment. The receptionist is responsible for telling guests the types of room-- single room, double room, twin room,garden-view room,hill-view room,sea-view room and so on.
How to make the FIT reservation? Firstly, the receptionist needs to know the guest's name, telephone number, passport, arrival time and leaving time.Then the receptionist needs to confirm the guest's information and expresses good wishes.
How to make the group reservation? The guest should complete the group reservation forms. The receptionist needs to know the guest's name, the name of the group, telephone number, arrival time and leaving time. Knowing the list of group members and the responsible person’s telephone number is important for the receptionist.
How to change the reservation? The receptionist knows guest's name, telephone number and the date that the guests revise the reservation and confirms the guest's information. Guests need to fill forms in advance and tell the receptionist.
How to cancel the reservation? The receptionist knows the guest's name, telephone number and the date of the reservation. The receptionist should confirm the guest's information.
In a conclusion, a front desk receptionist performs an important role in the hotel.The receptionist can have a tremendous impact on the development of hotel. He makes a positive impression and offers qualitied service. What's more, receptionist is generally required to have a high school diploma and good interpersonal skills.
In addition,a receptionist is the first person that hotel guests see or talk to when they arrive at the hotel or make a booking. Therefore, a hotel receptionist has an important job of making people feel welcome and dealing professionally with inquiring. In this work, the tasks are likely to include welcoming guests as they arrive at the hotel, telling them room numbers and handing out keys to the guests, taking and passing on messages. Receptionist will probably also have to put together the guest's bill, take payment and help guests with any special requests.
Receptionists may answer phones and take messages, coordinate special deliveries or outgoing mails, fax documents to clients or other businesses and respond to general emails for the company. A hotel receptionist needs to be friendly, helpful, efficient and professional, well-organized and able to handle several problems at once.。