《酒店英语前台》PPT课件.ppt

《《酒店英语前台》PPT课件.ppt》由会员分享，可在线阅读，更多相关《《酒店英语前台》PPT课件.ppt（59页珍藏版）》请在taowenge.com淘文阁网|工程机械CAD图纸|机械工程制图|CAD装配图下载|SolidWorks_CaTia_CAD_UG_PROE_设计图分享下载上搜索。

1、无忧无忧PPTPPT整理发布整理发布实用阶梯英语酒店英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

2、媒体/摄影专业类9技工/普工类10财务/审计（统计）类DiagramProgram 4Program 3Program 2Program 1Program 1FrontOffice项目一前厅部FrontOfficeistheanswerstationforresidencehalls.Ifyouhaveanyquestionsabouthousing,orneedassistancefromHousingstaff,ordirectionstoanewlocation,stopbyorcallandaskthedeskstaff.Theyareallknowledgeableabouttheh

3、otel,thenearbyplaces,andthecity.Inmosthalls,FrontOfficeislocatednearthemainentrance.Also,youregister,check-in,check-out,changemoneyandaskforotherhelpsthere,soFrontOfficeisanopenwindowofahotel.Front Office Introduction 前厅部介绍前厅部介绍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

4、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 TipMain Functions of the Front Office前厅部主要功能前厅部主要功能InformationInquiryService信息问询服务RoomReservationService客房预订服务Check-inService入住登记服务ConciergeService礼宾服务BusinessCenter商务中心Check-outService离店结账服务Concierge Services5

5、Front OfficeReceiving Room Reservations1Check-in Services2Extending the Stay and Changing the Room3Check-out Services4Hot TipTask1ReceivingRoomReservations工作任务一受理客房预订Task Objectives 任务目标任务目标Afterlearning,youshouldbeableto:学完后，应该掌握：receiveFITreservations受理国外散客预订receivegroupreservations受理团队预订receivegu

6、aranteedroomreservations受理有保证的客房预订receiveroomreservationcancellation受理客房退订receiveroomreservationrevision受理客房预订变更Hot TipWords and Expressions词汇与表达词汇与表达longdistancecall长途电话vacancyn.空位singleroom单人房doubleroom双人房airconditioning空调mobilephone手机，移动电话lookforwardto期望Hot TipSub-task 1:Receiving FIT Room Reserv

7、ations 子任务一受理国外散客预订Sample情景实例情景实例Scene:GeorgeSmithandLaurenSmith,aBritishcouple,aregoingtospendtheirholidaysinChina.NowMr.SmithismakingareservationatMarriottHotelinNingbothroughalongdistancecall.(R=Receptionist,C=Customer)R:Goodmorning,MarriottHotel.CanIhelpyou?C:Goodmorning.HaveyougotvacanciesfromJ

8、uly18thto20th?Idliketomakeareservationforthreenights.R:Allright.Singleordoubleroom?C:Doubleroom,please.R:Letmecheck.Yes,wehaveadoubleroomavailable.C:Isthatwithorwithoutbath?R:Itsaroomwithshowerandtoilet.C:Thatsoundsgood.Isthereairconditioning?R:Certainly,sir.Hot TipC:Howmuchwillitbeforonenight?R:Let

9、mesee.AdoubleroomisRMB600yuanpernight.C:Doesthatincludebreakfast?R:Yes,thatincludesaChineseorAmericanbreakfastandanewspaperChinaDaily.C:DoyouacceptVisaCard?R:Yes,wedo.Whattimewillyoubearriving?C:Ishouldbetherearound7：00p.m.onthe18th.R:OK,sir.CouldItakeyournameandcontactnumber,please?R:Couldyouspellt

10、hat,please?C:GeorgeSmith,G-E-O-R-G-E,S-M-I-T-H.R:Mr.GeorgeSmith.Adoubleroomwithbathandairconditioningforthenightsfrom18thto20th.AmIcorrect?C:Yes,thatsright.Thankyou.R:Youarewelcome,sir.Wearelookingforwardtoyourcoming.Goodbye.TypesofroomSingleroomTypesofroomdoubleroomTypesofroomtwinroomTypesofroomtri

11、pleroomTypesofroomsuiteExecutiveroomvTypes of roomJustaroomforexecutivesinhotelHot TipSituational Training情景实训情景实训1.RoleplayYournameisBillBrown.YoudlikeasingleroomwithshowerfromJuly18thto22nd.Thehotelreceptionistanswersthephoneandacceptsthebooking.2.Accordingtothedialogueyoumadeabove,fillinthemissin

12、ginformationintheReservationForm.Hot TipReservation#Mr./Mrs./Miss/Ms.:_Arr.Date:_Depart.Date:_ETA:_No.ofnights:_Roomtype:_No.ofrooms:_No.ofpersons:_Ratequoted(报价):_Contact/Companyname:_ Address:_PhoneNo.:_Methodofpayment:_Gtdbooking:_有保证预定指有物质上的保证到时会入住，相应地，酒店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，一般情况下需预订方

13、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，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；担保的金额不能退还；预付付订金方式金方式1.预付款prepayment:提前支付2.信用卡creditcard:提供信用卡号3.押金advanceddeposit: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 子任务二子任务二 受理团队预订受理团队预订Sample情景实例情景实例Scene:Thetel

14、ephonerings.Thereceptionistanswersthephone.(R=Receptionist,C=Customer)R:Reservations.MayIhelpyou?C:Yes.IamcallingfromSunnyTradeCompany.Idliketoknowifyouhaveroomsavailable.Wearegoingtohaveaconference.R:MayIknowhowmanypeopletherewillbeintheconference?C:20persons.R:Whatkindofroomwouldyoulike?C:Idlike10

15、twinrooms.R:Forwhen?C:ForJuly21st,22nd,and23rd.R:Onemoment,please,sir.(Thereceptionistischeckingthelist.)Yes,wecanconfirm10roomsforthosedays.C:Thankyou.Isthereanyspecialrateforagroupreservation?R:Yes,thereisa15percentdiscount.C:Thatsgreat.R:Bytheway,howwillyoubesettlingtheaccounts,please?C:Ourcompan

16、ywillcoveralltheexpensesandwewillsendyouachequesoon.Oh!Accordingtotheprogram,theywillhaveameetingonthe22nd.Haveyougotamiddle-sizedconferencehall?R:Yes,sir,wehaveaverynicemultifunctionhall,butyoullhavetospeaktothesalesmanageraboutthat.PleaseholdonamomentandIwillputyouthrough.Hot TipWords and Expressi

17、ons词汇与表达词汇与表达availablea.可获得的twinroom双床双人房groupreservation团队预订specialrate特价chequen.支票conferencehall会议厅multifunctionhall多功能厅salesmanager销售经理holdon稍等put.through转接Hot TipSituational Training情景实训情景实训1.RoleplaySupposeyouaretheleaderofatravelagency.YouarecallingRoomReservationsofBeijingHotel.Youwanttobook1

18、0twinroomsfrom6thofOctoberto10thofOctoberforyourgroupmembers,whowillstayinBeijingtohaveatravel.Theroomrateis180dollarspernight.Youcanenjoya15%discountforthegroupreservation.2.Accordingtothedialogueyoumadeabove,fillinthemissinginformationintheReservationForm.Hot TipReservation#Mr./Mrs./Miss/Ms.:_Arr.

19、Date:_Dep.Date:_ETA:_No.ofnights:_Roomtype:_No.ofrooms:_No.ofpersons:_Ratequoted:_Contact/Companyname:_Address:_PhoneNo.:_Methodofpayment:_Gtdbooking:_Sub-task 3:Receiving Guaranteed Room Reservations 子任务三子任务三 受理有受理有保证的客房预订保证的客房预订Sample情景实例情景实例Scene:Mr.SmithcallstheReservationsoftheMarriottHoteltore

20、serverooms.Thereceptionistexplainsandasksfornecessarydetails.(R=Receptionist,C=Customer)R:Goodafternoon,Reservations.CanIhelpyou?C:ThisisGeorgeSmith.Idliketoreservearoomformyfriends.R:Oh,Mr.Smith.Whattypeofroomdoyouprefer?C:Atwinroom,please.R:Forwhichdates?Andhowmanyguestswillbearriving?C:FromJuly18

21、thtoJuly20th.Twopersons.指有物质上的保证到时会入住，相应地，酒店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，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；担保的金额不能退还；预付付订金方式金方式1.预付款prepayment:提前支付2.信用卡creditcard:提供信用卡号3.押金advanceddeposit:提前支付一天房费有保有保证预定定Hot TipR：Holdon,please.OnetwinroomfromJuly18th

22、toJuly20th.Yes,westillhaveroomsavailable.TheratewillbeRMB550yuanpernight.C:OK,thatsfine.R:CanIhaveyourguestsnames,please?C:TomGreeandhiswife.Canyougiveusaspecialratesinceoursisacompanybooking?R:Thereisa20%companydiscount.C:Great.Withorwithoutbreakfast?R:Theroomrateincludesfreebreakfast.Howdoyouwisht

23、oguaranteeyourbooking?Hot TipC:MyVisaCard.Thecardnumberis6637000922224.R:Thankyou.Howwilltheybearriving?C:Byair.Doyouofferairportpick-upservices?R:Yes.Whatistheirflightnumber?C:FlightAU220,arrivinginShanghaiat3:00p.m.onthe18th.R:OK,ourhotelshuttlebuswillpickthemupattheairportwhentheyarrive.C:Thankyo

24、u.Goodbye.R:Yourewelcome.Goodbye,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 busHot TipWords and Expressions词汇与表达词汇与表达prefer v.更喜更喜欢欢guarantee v.保保证证shuttle bus 班班车车 Visa Card 维萨维萨卡卡Pick-up service 接机服接机服务务Hot TipSituational Training情景实训情景实训1.RoleplayMr.JasoncallstheReservatio

25、nsofMarriottHoteltoreserveasuitewiththeriverviewforhisboss.ThestayingdateisfromOct.5thtoOct.7th.Theroomrateis200dollarspernight.HehopestoguaranteehisreservationwithVisaCard.2.Accordingtothedialogueyoumadeabove,fillinthemissinginformationintheReservationForm.Hot TipReservation#Mr./Mrs./Miss/Ms.:_Arr.

26、Date:_Dep.Date:_ETA:_No.ofnights:_Roomtype:_No.ofrooms:_No.ofpersons:_Ratequoted:_Contact/Companyname:_Address:_PhoneNo.:_Methodofpayment:_Gtdbooking:_HotTipSub-task 4:Receiving Room Reservation Cancellation 子任务四子任务四 受理客房退订受理客房退订Sample情景实例情景实例Scene:AguestwantstocancelthereservedroomunderthenameofJac

27、kBrown.Thereceptionisthelpshimmakethecancellation.(R=Receptionist,G=Guest)R:RoomReservations.MayIhelpyou?G.Idliketocancelareservation.R:Whoisthereservationmadefor?G:JackBrown.R:Howdoyouspellthat,please?G:B-R-O-W-N,Brown.HotTipR:Whatwasthedateofthereservation?G:FromOctober2ndfor3nights.R:Excuseme,but

28、isthereservationforyou?G:No,itsformyfriend.R:MayIhaveyournameandphonenumber,please?G:Yes,itsMaryandmynumberis365-7071.R:Thankyou,maam.IllcancelMr.BrownsreservationfromOctober2ndfor3nights.Welookforwardtoanotherchancetoserveyou.HotTipWords and Expressions词汇与表达词汇与表达cancellation n.取消取消 room availabilit

29、y 客房客房预订预订情况（有无空房）情况（有无空房）HotTipSituational Training情景实训情景实训RoleplayMarywantstocancelareservation.ThedateofreservationisfromJune2ndtoJune4th,for3nightsaltogether.ThereservationistcancelsthereservationforMary.Hot TipSub-task 5:Receiving Room Reservation Revision 子任务五子任务五 受理客房预订变更受理客房预订变更Sample情景实例情景实

30、例Scene:TheguestAlicemadearoomreservationfor2nights.Shewantstoextendherstayfor5nights.Thehotelclerkhelpsherrevisethereservation.(C=Clerk,G=Guest)C:RoomReservations.MayIhelpyou?G:Yes,mynameisAlice,andImadeareservationfor2nightsfromJuly11thtoJuly13th.Idliketoextenditfor2morenightsuntilthe15th.C:For5nig

31、htsfromJuly11thtoJuly15th?G:Thatsright.C:Willtherebeanychangeinyourroomtype?Yourreservationisforatwinroom.G:No.C:Thankyou,madam.Wewillextendthereservationforyou.Hot TipSituational Training情景实训情景实训RoleplayMr.BrianreservedtwotwinroomswiththeGardenHotelforbusinessmeetingfor2nightsfromMay4thtoMay5th.Now

32、heiscallingfromLondontochangethedateofthereservationforhismeetinghasbeendelayeduntilMay6thtoMay7th.Theroomtypehasnotbeenchanged.HotTipWhat you should be able to know你应该知道的知识你应该知道的知识Task Procedure任务流程任务流程Greettheguest.向客人问好。Asktheguestforthefollowingreservationinformation:向客人询问下列预订信息：Thedateofarrival

33、anddeparture.客人到达和离开的时间。Thenumberofthepeople.住店的人数。Theroomtypeandthenumberofrooms.(客人所要的)房型和房间数。HotTipChecktheroomavailabilityinthecomputer.在电脑上核查是否有空房间。Getthefollowinginformationfromtheguest:从客人那里获取下列信息：Thenameoftheguestorthenameofthegroup.客人姓名或团队名称。Thegueststelephonenumber.客人的电话号码。Thecontactnamean

34、dhistelephonenumber.(如果是代订需要留下)代订人的姓名及电话号码。Confirmthereservation.确认预订。Extendyourwishes.表达祝愿。Formthereservationrecord.形成预订记录。HotTipTask Skills任务技巧任务技巧Thereceptionistshouldanswerthephonecallbeforethephoneringsforthethirdtime,thenmakeaself-introductionwithpoliteexpressionsandspeakinafriendlyandclearton

35、ewithmoderatespeed.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。绍，用清晰、友好的语调和适当的语速作答。HotTipAsktheguestaboutthetimeofhisarrivalanddeparturewiththefollowingsentences:用下列句子询问客人到达和离开的时间：用下列句子询问客人到达和离开的时间：Whatdatewouldthatbe?Forwhich/whatdate?Forwhen?Howlongwillyouintendtostay

36、?HotTipDoconfirmaftergettingalloftheinformationaboutthereservation.在获得所有预订信息之后一定要确认。在获得所有预订信息之后一定要确认。Ifyoudontunderstandwhattheguestsays,besurenottoguessorpretendtoknowatall.Certainlyyoudonthavetobeafraidofthis.Asktheguesttosayagainwith:“Ibegyourpardon.”“Pardon?”or“Sorry,Icannotcatchyou.Couldyouplea

37、serepeatthat?”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：也不用怕。可以请客人再说一遍，如：“请再说一遍请再说一遍”，“请重复一请重复一下下”，或是，或是“对不起，我没有听懂，能否再重复一遍？对不起，我没有听懂，能否再重复一遍？”HotTipIftheroomsarefullybooked,ortheroomsneededhavebeenreserved,youcanrecommendthefollowingstotheguestinordertosolvetheprob

38、lem:Someotherkindsofrooms.Someotherstayingdate.Someotherhotels.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：下列办法来解决此事：推荐别的房型。推荐别的房型。推荐其他入住日期。推荐其他入住日期。推荐其他酒店。推荐其他酒店。HotTipAfterreservation,besuretosaytotheguest:“Welookforwardtoyourarrival”.预订结束后，务必要说：预订结束后，务必要说：“我们期盼您的光临。我们期盼您的光临。

39、”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

40、总机主管商务中心主管前台收银主管HotTipSomeusefulsentences实用句型MayIhave/Wouldyoutellme_?yourfullname请告诉我您的全名？yourphonenumber请告诉我您的电话号码？yourarrivaldate请告诉我您的到达时间？yourcompanysname请告诉我您公司的名字？yourdeparturedate请告诉我您的离店时间？HotTipWhatkindofroom_?wouldyoulikeareyoulookingforwillyoubeneeding请问您想要哪种房间？areyouinterestedindoyouwan

41、tHotTipIwouldlike_.asuperiorroom我想要一个高级套房anexecutivesuite我想要一个商务套房adeluxeroom我想要一个豪华间ahorizonclubroom我想要一个行政套房astandardroom我想要一个标间HotTipWedohavea_forthisFriday,sir/madam.vacancy本周五我们可以提供一个空房singleroomavailable本周五我们可以提供一个单人间doubleroom本周五我们可以提供一个双人间roomwithaking-sizedbed本周五我们可以提供一个大床间deluxeroom本周五我们可以提供一个豪华间HotTipHeresyourbill,sir.Howdoyouwishtosettleit?Illpayincash.我用现金支付Doyouacceptcreditcards?可以使用信用卡吗？CanIusetravelerschecks?我能用旅行支票吗？Illsignthebilltomyroom.请记在我房间账上。Pleasechargeittomycompanycard.请记在我公司卡上。