饭店英语

A: What time would you like to leave ? B: In the morning, if possible. A: How many tickets do you need ? B: Two soft berths, please. A: Just a moment, please. Let me call the station. (After the call ) Sir, there’re some tickets left on No. 79 special express (特快). It’ll leave at 7 a.m. . What do you think of it, sir ? B: I’ll take it. How can we get to the station so early in the morning? A: Don’t worry, sir. The hotel’s shuttle bus takes the guests to the station at 6:00 every morning. I wish you a wonderful trip to Guilin. B: Thank you. People say Guilin leads the world in beautiful scenery (桂林山水甲天下). To tell you the truth, my wife has been dying to go there. C: ( Appearing ) And so have you.
Answer one: The Front Office of a hotel is not only its “shop window” but also its “nerve center”. The Front Office staff’s efficiency and personality are of great importance to the realization of the hotel’s aim. It’s within this department that the guest’s vacation or business, and indeed, the hotel’s operation itself are made or ruined.
Unit 2
At the Reception Desk (接待处)
About registration: ——registration items 1、Nationality (国籍), Name (姓名), Date of birth (出生日期), Sex (性别), Passport (护照)/ Identity Card (身份证件号码); [ Visa (签 证), Purpose of stay (停留事由), Received by (接待单位), Phone number (号码), Entry time and place (入境时间、地点)…] 2、Room number (房间号码), Room rate (每日房价), Date of arrival and departure (抵离店时间), Payment (结算方式), Guest signature (住客签名), Hotel declaration of responsibility (饭店责任声明)
The procedure of room reservations: 1、correspondence 通信联系 2、clear tourists’ requirements 明确客源要求 3、accept or decline the booking 受理或婉拒预订 4、confirmation 确认预订 5、reservation materials’ recording and storage 预订资料记录存储 6、modify reservation 修改预订 7、crediting shop preparation 抵店准备
Unit 1
Room Reservations (预订客房)
The patterns of room reservations: Telephone reservation fax reservation Internet booking letters booking oral booking contract reservation 电话预订 传真预订 互联网预订 信函预订 口头预订 合同预订
Question one: What the methods of guests’ payment ?
Question two: If you’re a receptionist and all the rooms were booked up, what would you do ?
Answer one: In cash By credit card With traveller’s checks Sign the bill
—— registration procedure greeting — enquire if the guest has reserved — fill out the registration form and do internal promotion — decide ways of payment — send the room — fill in room card — give the key and card to the porter — may pleasure — lodge of materials 问好 — 询问客人有无预订 — 填写《入住登记表》并进行内部促销推 销 — 确定付款方式 — 派房 — 填写房卡 — 将钥匙与住宿单交予行李 员 — 祝愉快 — 对资料进行处理
In addition, there’re many other special services, such as wake-up service (叫醒服务), room service (客房送餐服务), medic service (医 疗服务), baby-setting service (托婴服务), laundry service (洗衣服务), show-shine service (擦鞋服务), express-mail service (特快专递), of course, ticket-booking service (订票服务), etc.接服务员)
The introduction of hotel services: Generally speaking, there’re ordinary and deluxe restaurants, large and small banquet halls, bars, cafes and indoor patios with drinks. Besides, also available are beauty salons, barber shops, souvenir shops, and some hotels have sound recreation facilities such as a swimming pool, a billiard room, a bowling room and so on. Moreover, the baggage elevators must make you excited as well.
Answer three: The staff must have a neat and smart appearance, good manners, adaptability, a knowledge of languages and a head for figures. The most important of all the qualities is a real liking for people and a warm desire to help them. Besides, they should encourage and settle the guests’ complaints so that the operation can be bettered.
Answer two: The Front Office staff seem to “do it all” —— receive reservations, register guests, assign rooms, distribute baggage, store guests’ valuables, provide information, deliver mails and messages, exchange foreign currencies, check room occupancies, check guests out, etc.
Answer two: 1、Oh, sorry, sir. All the rooms were booked up, but I think we’ll be able to arrange for you a room after some time this evening. If you need a room right now, would you like me to get in touch with somewhere else for you ? 2、Perhaps you might feel comfortable to rest in our lobby firstly after a tiring journey. And if you need any help, let us know.
Specific quality service: —— with Ticket-booking Service for example Role-play: A: Good morning, may I help you ? B: Yes, I’d like to fly to Guilin on Saturday. Could you book tickets for me ? A: We usually book the tickets three days in advance. Now it’s the busy season for travelling, you know. Sorry to say all the tickets are booked up. B: No tickets! What luck! But I… A: I wonder if you’d consider going there by train instead. B: Well, it seems we’ll have to take the train.
General introduction
Question one: What’s the great importance of the Front Office in a hotel ? Question two: What’s the functions of the Front Office ? Question three: How can the Front Office staff carry out their duties ?
The main types of rooms: 1、a single room 单人房 double bed room 双床间 2、single (a room)单间 suites (two or more room)套间 3、economic room 经济间 standard room 标准间 deluxe 豪华间 big bed rooms 大床间 a three-bed rooms 三人间