《導(dǎo)游英語實務(wù)》項目一模塊二迎接服務(wù)

1、項目一 導(dǎo)游生活服務(wù)Project Service Procedure Part模塊二 迎接服務(wù)Module 1Meeting the Guest項目目標(biāo) AIMS:1.能掌握團(tuán)隊和散客旅游者的接團(tuán)以及送團(tuán)程序 （已解決）2.能為旅游者提供酒店入住服務(wù)并處理相關(guān)問題3.能帶領(lǐng)旅游者順利用餐、購物和進(jìn)行娛樂活動模塊二 入店服務(wù)Module 2 Check-inThe procedure of helping group guests check in is a little different from that of individual guests. As usual, there wil

2、l be a tour leader in the group, and he will have a group visa, and the necessary information of the guests are shown on it, so its unnecessary for the guests to show their passports at the hotel. The tour guide should communicate with the clerk at the front desk first and make sure he can get the r

3、ight rooms, then, he should help the tour leader distribute the rooms, certainly, before showing the room keys to the guests, the guide should remind them of the necessary information of the rest arrangement.1、協(xié)助辦理住店手續(xù)PartCheck in Guests with a Group Reservation (Li Lei, the guide from CYTS, is show

4、ing a group to the front desk)L:Li Lei R:receptionist S:tour leader Ms Smith G:guestR: Good morning. May I help you?L: Good morning. Im from CYTS, our company has reserved 15 rooms for 30 guests from Australian for two days, can we have the room now?R: Wait a moment, please. Yes, we have your reserv

5、ation here.15 twin bed rooms. Is that right?L: Correct.R: Could you ask your guests to fill in the registration forms now?S: Thats too slow! Ive got a group visa with all the information of the guests, will that be all right?R: All right. Could you show it to me? I must make a copy of it.S: No probl

6、em. Here you are.R: Thank you. Here is your group visa. And these are your room keys, from 1201 to 1215; they are all on the 12th floor.S: Thank you.G: Excuse me, I want to do some private things these two nights, and I dont want to disturb my room partner, may I have a complete room myself?L: But w

7、e must make sure whether the room is available or not.(To the receptionist) Can you offer us one more room? One of the guests wants to live by himself.R: The room is available, but he must pay extra 300 Chinese yuan each day.S: You can have the room, but they ask for 300 yuan per night.G: Yes, I can

8、 accept it.S: (To the receptionist) then, show me one more room, please.R: Then, room 1218 is for you, sir.S: Thank you. (To all guests)Attention please, now I will give the room keys to you, before that, our local guide will tell you something about the later arrangement.L: Our rooms are on the 12t

9、h floor, you can go to your room directly, and the bellman will deliver your baggage to your room later. After a short rest in your rooms, well be together in the lobby at 12:30, please take your personal things with you when you are here, after lunch well go to the scenery directly, and well eat ou

10、tside, so dont forget to take your cameras with you. The elevator is on your right, now our tour leader will show you the room keys.PartCheck in with Individual Guests(Zhang Yang, a guide from CTS, is helping two guests check in at the reception desk.)Z: Zhang Yang R: receptionist G: guestR: Good mo

11、rning, may I help you?Z: Good morning, Im from CTS, our company has reserved a double room for two guests from the U.S., its from May 21st to May 25th , can we get it now?R: Just a moment, please, let me check yes, a double room from May 21st to 25th, weve reserved a room for you on the 8th floor, a

12、nd will that be all right?G: Sure.R: (to the guests) Could you fill in the two registration forms, please?G: OK. (filling in the forms) What does this mean?Z: Its the reason of your stay, that means why you are here in the city, you can just write down “tour” or “visit”.G: I see. And whats the type

13、of our visa?Z: You are here for visiting, so you can just write down “L”, thatll be all right.G: OK. Thank you. (to the receptionist) Is it OK?R: No problem, and could you show me your passport, please?G: Here you are.R: (after checking) Thank you, sir. Here is your passport. And this is your room k

14、ey. Number 812 on the 8th floor, I hope you will have a nice stay at our hotel.G: Thank you. (to the guide) Can you ask the bellman to deliver our luggage to our room, please? We cant manage it.Z: No problem. We can just wait in your room. By the way, when would you like to go out to have lunch?G: I

15、t depends on you.Z: How about half an hour later? Thats 12:15. Ill wait for you in the lobby.G: OK. See you then.Z: See you. The elevator is at that corner.G: Thank you very much.2、介紹飯店相關(guān)設(shè)施 About the Room FacilitiesPartIntroducing the Room Facilities(Li Lei, the tour guide is showing one of the gues

16、ts the amenities in the room.)L: Li Lei B: Mr. BellowL: Mr. Bellow, here is the light witch, the temperature adjuster, the wardrobe and the mini-bar. Heres the hotels Service Information Booklet. It gives you an idea about our services and facilities.B: Wonderful! Thank you.L: The panel on the night

17、 stand controls the different devices in the room. That door leads to the bathroom, and theres a laundry bag in the wardrobe. The hot water supply is round the clock. And therere two sockets in the bathroom, for 110V and 220V respectively. B: Oh, I can use my electric shaver. And I feel like taking

18、a bath to freshen up after the flight.L: Is there anything I can do before I leave the room?B: By the way, is the tap water drinkable?L: Oh, please dont drink the tap water. There is boiled drinking in the thermos bottle and cold drinking water in the carafe. If you need anything, please dial 8 or p

19、ress the button over there.B: Thank you very much.L: Youre always welcome. I hope you will enjoy your stay here.PartEscorting the Guest into the Guest Room(The local guide ushers Mr. Brown on to the floor of his room. The floor attendant is waiting for them.)L: local guide B: Mr. Brown F: floor atte

20、ndantL: This is Mr. Brown of Room 1206.F: Hello, Mr. Brown. Welcome to our floor.B: Nice to meet you.F: I am the attendant for this floor. Were glad to have you here.B: Im pleased to be here.F: Here we are. This is your room.B: Oh, the room is so spacious!F: Yes. Could I put your suitcase by the war

21、drobe?B: Yes, please.F: Well, Mr. Brown, let me introduce the facilities in the room. First, here is the bathroom. The red faucet is for hot water and the white one is for cold water.B: Is the water drinkable?L: No. You may get hot drinking water from the mini-jar, and cold drinks from the mini-bar.

22、B: How do you charge for the things in the mini-bar?F: There is a price list over there. Well, and this is the air-conditioning switch. The temperature in your room can be adjusted as you like.B: Can I make IDD calls in the room?F: Yes. For IDD call, just dial 9, and then 0-0. After that, dial your

23、country code and the area code before the phone number you want.B: I see. Can I use my laptop to get to the Internet?F: Certainly. There is an Internet broad band access hookup on the desk.B: Do you charge for the use of it?F: No, its free of charge. Would you please keep your valuables in the safe-

24、deposit box in the wardrobe?B: Certainly. Thank you so much.F: With pleasure. If you need any help, please let me know.L: Thank you for your cooperation.3、游客入住后的服務(wù) PartThe next morning, Li Lei, the local guide asked the guests about the condition of the rooms in order to show his care. But unfortuna

25、tely, one of the guests has a big trouble the night before. Mrs. Kents room is quite near to the baggage elevator and she couldnt sleep well, so she is very angry now.L: Li Lei K: Mrs. Kent M: managerL: Good morning.K: Good morning.L: How are you going last night?K: Well, I hate to complain, but I r

26、eally cant stand it any more.L: Whats the trouble exactly?K: I need to change the room. Its too noisy; I was woken up several times by the noise the baggage elevator made. It was too much for me.L: Im sorry to hear that. Let me check with the front desk and Im sure they will come up with a satisfact

27、ory solution.(After a while)L: Well, Mrs. Kent, they are awfully sorry for the inconvenience. They will change the room for you. There comes the manager.M: Im terribly sorry, Mrs. Kent. I do apologize. We will move you to another room. Ill send a porter up to your room and help you with the luggage.

28、K: Thank you. I hope Ill be able to enjoy my stay in a quiet room tonight and have a sound sleep.M: You can count on that. And if there is anything more you need, please let us know.K: Thank you. (to the guide) And thank you too.G: Youre welcome. I hope youll be more comfortable in your new room.Par

29、tMrs. Whites room is in a mess, the bathtub is not cleaned, and the pillowcases are stained, and there are no towels in the bathroom, the guests are very angry at these. Obviously, the main fault is from the hotel, but the tour guide should know the room condition in advance. At this situation, the

30、tour guide should comfort the guests first, and try his best to solve the problems immediately, he should contact the Front Desk and tell them the truth, and ask the room attendants to change the pillowcases, supply the missing necessities, clean the bathtub or change a room for her. In order to smooth the anger of the guests, the guide should solve the problems as quickly as possible. If it is necessary to change a new room for the guests, theyd better send a bellman to help the guest with the luggage.G: guide W: Mrs. WhiteG: Good morning, Mrs. White. Is everything a