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1、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.,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
2、业类9 技工/普工类 10 财务/审计（统计）类,Diagram,Program 1,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
3、 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 hotel.,Front Office Introduction 前厅部介绍,Hot Tip,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
4、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”。,Hot Tip,Main Functions of the Front Office前厅部主要功能,Information Inquiry Service 信息问询服务 Room Reservation Service 客房预订服务 Check-in Service 入住登记服务 Concierge Service 礼宾服务 Business Cent
5、er 商务中心 Check-out Service 离店结账服务,Concierge Services,5,Front Office,Receiving Room Reservations,1,Extending the Stay and Changing the Room,3,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 受理国外散客预订 recei
6、ve 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 receive room reservation revision受理客房预订变更,Hot Tip,Words and Expressions,词汇与表达,long distance call 长途电话vacancy n.空位single room 单人房double room 双人房air conditioning 空调mobile phone 手机，移动
7、电话look forward to 期望,Hot Tip,Sub-task 1:Receiving FIT Room Reservations 子任务一 受理国外散客预订,Sample,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=Reception
8、ist,C=Customer)R:Good morning,Marriott Hotel.Can I help you?C:Good morning.Have you got vacancies from July 18th to 20th?Id 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
9、bath?R:Its a room with shower and toilet.C:That sounds good.Is there air conditioning?R:Certainly,sir.,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 Ch
10、ina 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?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 ai
11、r conditioning for the nights from 18th to 20th.Am I correct?C:Yes,thats right.Thank you.R:You are welcome,sir.We are looking forward to your coming.Goodbye.,Types of room,Single room,Types of room,double room,Types of room,twin room,Types of room,triple room,Types of room,suite,Executive room,Types
12、 of room,Just a room for executives in hotel,Hot Tip,Situational Training,情景实训,1.Role play Your name is Bill Brown.Youd like a single room with shower from July 18th to 22nd.The hotel receptionist answers the phone and accepts the booking.2.According to the dialogue you made above,fill in the missin
13、g information in the Reservation Form.,Hot Tip,Reservation#Mr./Mrs./Miss/Ms.:_ Arr.Date:_ Depart.Date:_ETA:_ No.of nights:_Room type:_ No.of rooms:_No.of persons:_ Rate quoted(报价):_Contact/Company name:_ Address:_ Phone No.:_Method of payment:_ Gtd booking:_,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
14、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；,预付订金方式,预付款prepayment:提前支付信用卡credit card:提供信用卡号押金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,Sample,情景实例,Scene:The telephone rings.The receptionist answers the phone.(R=Recepti
15、onist,C=Customer)R:Reservations.May I help you?C:Yes.I am calling from Sunny Trade Company.Id like to know if 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:Id like 10 twin room
16、s.R:For when?C:For July 21st,22nd,and 23rd.,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:Thats great.R:By the way,how will you be settlin
17、g the accounts,please?C:Our company will cover all the expenses and we will send you a cheque soon.Oh!According to the program,they will have a meeting on the 22nd.Have you got a middle-sized conference hall?R:Yes,sir,we have a very nice multifunction hall,but youll have to speak to the sales manage
18、r about that.Please hold on a moment and I will put you through.,Hot Tip,Words and Expressions,词汇与表达,available a.可获得的twin room 双床双人房group reservation 团队预订special rate 特价cheque n.支票conference hall 会议厅multifunction hall 多功能厅sales manager 销售经理hold on 稍等put.through 转接,Hot Tip,Situational Training,情景实训,1
19、.Role play Suppose you are the leader of a travel agency.You are calling Room Reservations of Beijing Hotel.You want to book 10 twin rooms from 6th of October to 10th of October for your group members,who will stay in Beijing to have a travel.The room rate is 180 dollars per night.You can enjoy a 15
20、%discount for the group reservation.2.According to the dialogue you made above,fill in the missing information in the Reservation Form.,Hot Tip,Reservation#Mr./Mrs./Miss/Ms.:_ Arr.Date:_ Dep.Date:_ETA:_ No.of nights:_Room type:_ No.of rooms:_ No.of persons:_ Rate quoted:_Contact/Company name:_Addres
21、s:_Phone No.:_Method of payment:_ Gtd booking:_,Sub-task 3:Receiving Guaranteed Room Reservations 子任务三 受理有保证的客房预订,Sample,情景实例,Scene:Mr.Smith calls the Reservations of the Marriott Hotel to reserve rooms.The receptionist explains and asks for necessary details.(R=Receptionist,C=Customer)R:Good aftern
22、oon,Reservations.Can I help you?C:This is George Smith.Id like to reserve a room for my friends.R:Oh,Mr.Smith.What type of room do you prefer?C:A twin room,please.R:For which dates?And how many guests will be arriving?C:From July 18th to July 20th.Two persons.,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
23、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；,预付订金方式,预付款prepayment:提前支付信用卡credit card:提供信用卡号押金advanced deposit:提前支付一天房费,有保证预定,Hot Tip,R：Hold on,please.One twin room from July 18th to July 20th.Yes,we still have rooms available.The rate will be RMB 550 yuan per night.C:OK,thats fine.R:Can I have your guests names
24、,please?C:Tom Gree and his wife.Can you give us a special rate since ours is a company booking?R:There is a 20%company discount.C:Great.With or without breakfast?R:The room rate includes free breakfast.How do you wish to guarantee your booking?,Hot Tip,C:My Visa Card.The card number is 6637 00092 22
25、24.R:Thank you.How will they be arriving?C:By air.Do you offer airport pick-up services?R:Yes.What is their flight number?C:Flight AU 220,arriving in Shanghai at 3:00 p.m.on the 18th.R:OK,our hotel shuttle bus will pick them up at the airport when they arrive.C:Thank you.Goodbye.R:Youre welcome.Good
26、bye,Mr.Smith.,信用卡,AE(American Express)美国运通卡,Master 万事达卡,Vise 维萨卡,长城卡,Shuttle bus,Hot Tip,Words and Expressions,词汇与表达,prefer v.更喜欢guarantee v.保证shuttle bus 班车 Visa Card 维萨卡Pick-up service 接机服务,Hot Tip,Situational Training,情景实训,1.Role play Mr.Jason calls the Reservations of Marriott Hotel to reserve a
27、 suite with the river view for his boss.The staying date is from Oct.5th to Oct.7th.The room rate is 200 dollars per night.He hopes to guarantee his reservation with Visa Card.2.According to the dialogue you made above,fill in the missing information in the Reservation Form.,Hot Tip,Reservation#Mr./
28、Mrs./Miss/Ms.:_ Arr.Date:_ Dep.Date:_ETA:_ No.of nights:_Room type:_ No.of rooms:_No.of persons:_Rate quoted:_Contact/Company name:_Address:_Phone No.:_Method of payment:_Gtd booking:_,Hot Tip,Sub-task 4:Receiving Room Reservation Cancellation 子任务四 受理客房退订,Sample,情景实例,Scene:A guest wants to cancel th
29、e reserved room under the name of Jack Brown.The receptionist helps him make the cancellation.(R=Receptionist,G=Guest)R:Room Reservations.May I help you?G.Id like to cancel a reservation.R:Who is the reservation made for?G:Jack Brown.R:How do you spell that,please?G:B-R-O-W-N,Brown.,Hot Tip,R:What w
30、as the date of the reservation?G:From October 2nd for 3 nights.R:Excuse me,but is the reservation for you?G:No,its for my friend.R:May I have your name and phone number,please?G:Yes,its Mary and my number is 365-7071.R:Thank you,maam.Ill cancel Mr.Browns reservation from October 2nd for 3 nights.We
31、look forward to another chance to serve you.,Hot Tip,Words and Expressions,词汇与表达,cancellation n.取消 room availability 客房预订情况（有无空房）,Hot Tip,Situational Training,情景实训,Role play Mary wants to cancel a reservation.The date of reservation is from June 2nd to June 4th,for 3 nights altogether.The reservatio
32、nist cancels the reservation for Mary.,Hot Tip,Sub-task 5:Receiving Room Reservation Revision 子任务五 受理客房预订变更,Sample,情景实例,Scene:The guest Alice made a room reservation for 2 nights.She wants to extend her stay for 5 nights.The hotel clerk helps her revise the reservation.(C=Clerk,G=Guest)C:Room Reserv
33、ations.May I help you?G:Yes,my name is Alice,and I made a reservation for 2 nights from July 11th to July 13th.Id like to extend it for 2 more nights until the 15th.C:For 5 nights from July 11th to July 15th?G:Thats right.C:Will there be any change in your room type?Your reservation is for a twin ro
34、om.G:No.C:Thank you,madam.We will extend the reservation for you.,Hot Tip,Situational Training,情景实训,Role play Mr.Brian reserved two twin rooms with the Garden Hotel for business meeting for 2 nights from May 4th to May 5th.Now he is calling from London to change the date of the reservation for his m
35、eeting has been delayed until May 6th to May 7th.The room type has not been changed.,Hot Tip,What you should be able to know你应该知道的知识,Task Procedure,任务流程,Greet the guest.向客人问好。Ask the guest for the following reservation information:向客人询 问下列预订信息：The date of arrival and departure.客人到达和离开的时间。The number
36、of the people.住店的人数。The room type and the number of rooms.(客人所要的)房型和房间数。,Hot Tip,Check the room availability in the computer.在电脑上核查是否有空房间。Get the following information from the guest:从客人那里获取下列信息：The name of the guest or the name of the group.客人姓名或团队名称。The guests telephone number.客人的电话号码。The contact
37、name and his telephone number.(如果是代订需要留下)代订人的姓名及电话号码。Confirm the reservation.确认预订。Extend your wishes.表达祝愿。Form the reservation record.形成预订记录。,Hot Tip,Task Skills,任务技巧,The receptionist should answer the phone call before the phone rings for the third time,then make a self-introduction with polite exp
38、ressions and speak in a friendly and clear tone with moderate speed.,在电话响第三声之前，接待员应接起电话，并礼貌地做自我介绍，用清晰、友好的语调和适当的语速作答。,Hot Tip,Ask the guest about the time of his arrival and departure with the following sentences:,用下列句子询问客人到达和离开的时间：,What date would that be?For which/what date?For when?How long will y
39、ou intend to stay?,Hot Tip,Do confirm after getting all of the information about the reservation.,在获得所有预订信息之后一定要确认。,If you dont understand what the guest says,be sure not to guess or pretend to know at all.Certainly you dont have to be afraid of this.Ask the guest to say again with:“I beg your pardo
40、n.”“Pardon?”or“Sorry,I can not catch you.Could you please repeat that?”,没有听懂或没有听清客人的话时，切忌猜测，更不要假装明白。当然也不用怕。可以请客人再说一遍，如：“请再说一遍”，“请重复一下”，或是“对不起，我没有听懂，能否再重复一遍？”,Hot Tip,If the rooms are fully booked,or the rooms needed have been reserved,you can recommend the followings to the guest in order to solve t
41、he problem:Some other kinds of rooms.Some other staying date.Some other hotels.,如果酒店客房已经订满，或是客人所需房间已经被预订，可以用下列办法来解决此事：推荐别的房型。推荐其他入住日期。推荐其他酒店。,Hot Tip,After reservation,be sure to say to the guest:“We look forward to your arrival”.,预订结束后，务必要说：“我们期盼您的光临。”,项目：预定（前台服务人员注意事项,1接电话时正确问候宾客，同时报出部门名称2确定宾客抵离时间
42、3询问宾客是否需要交通接送服务4提供所有合适宾客要求的房型信息5正确描述房型的差异（位置、大小、房内设施）6如该日期无宾客要求的房型，主动提供其他选择7询问宾客姓名及其拼写8询问宾客地址或其联系方式9说明房价及所包含内容10提供预定号码或预定姓名11说明饭店入住有关规定12通话结束前重复确认预定的所有细节13通话结束，员工向宾客致谢,前厅部经理和主管,前厅经理是整个前厅部的经理，前厅经理下面是大堂副理！大堂副理下面才是前厅主管 酒店前厅的工作分得很细，故前厅主管分为 预定部主管 接待处主管 问讯处主管 礼宾部主观 电话总机主管 商务中心主管 前台收银主管,Hot Tip,Some useful
43、 sentences 实用句型,May I have/Would you tell me _?,your full name 请告诉我您的全名？your phone number 请告诉我您的电话号码？your arrival date 请告诉我您的到达时间？your companys name 请告诉我您公司的名字？your departure date 请告诉我您的离店时间？,Hot Tip,What kind of room _?,would you likeare you looking for will you be needing 请问您想要哪种房间？are you interes
44、ted indo you want,Hot Tip,I would like _.,a superior room 我想要一个高级套房an executive suite 我想要一个商务套房a deluxe room 我想要一个豪华间a horizon club room 我想要一个行政套房a standard room 我想要一个标间,Hot Tip,We do have a _ for this Friday,sir/madam.,vacancy 本周五我们可以提供一个空房single room available 本周五我们可以提供一个单人间double room 本周五我们可以提供一个
45、双人间room with a king-sized bed 本周五我们可以提供一个大床间deluxe room 本周五我们可以提供一个豪华间,Hot Tip,Heres your bill,sir.How do you wish to settle it?,Ill pay in cash.我用现金支付Do you accept credit cards?可以使用信用卡吗？Can I use travelers checks?我能用旅行支票吗？Ill sign the bill to my room.请记在我房间账上。Please charge it to my company card.请记在我公司卡上。,
