酒店英語(yǔ)前臺(tái)課件

實(shí)用階梯英語(yǔ)酒店英語(yǔ)1實(shí)用階梯英語(yǔ)酒店英語(yǔ)1酒店英語(yǔ)人才前景根據(jù)國(guó)家旅游局2010年發(fā)布的統(tǒng)計(jì)報(bào)告顯示，我國(guó)星級(jí)酒店發(fā)展迅速，截至2009年年底，中國(guó)已有13378家星級(jí)酒店，比上一年增長(zhǎng)了11.26%.自?shī)W運(yùn)會(huì)始，已有14.5萬(wàn)間高檔客房投入使用，而四星、五星級(jí)的酒店就需要員工10萬(wàn)人左右，預(yù)計(jì)到2011年僅北京酒店行業(yè)管理人才（包括酒店、飯店、機(jī)場(chǎng)、旅游）缺口就將在50萬(wàn)人左右?！狈▏?guó)雅高集團(tuán)大中華區(qū)運(yùn)營(yíng)副總裁齊默表示.2酒店英語(yǔ)人才前景根據(jù)國(guó)家旅游局2010年發(fā)布的統(tǒng)計(jì)報(bào)告顯示，2011年職業(yè)需求排行榜

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市場(chǎng)營(yíng)銷

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計(jì)算機(jī)（IT類-開(kāi)發(fā)/應(yīng)用）

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酒店/賓館/餐飲旅游類

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營(yíng)銷管理

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公司文職類

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商店/零售服務(wù)類

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工業(yè)/工廠類

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廣播/影視媒體/攝影專業(yè)類

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技工/普工類

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財(cái)務(wù)/審計(jì)（統(tǒng)計(jì)）類

32011年職業(yè)需求排行榜

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DiagramProgram4Program3Program2Program14DiagramProgram4Program3ProgrProgram1FrontOffice項(xiàng)目一前廳部FrontOfficeistheanswerstationforresidencehalls.Ifyouhaveanyquestionsabouthousing,orneedassistancefromHousingstaff,ordirectionstoanewlocation,stopbyorcallandaskthedeskstaff.Theyareallknowledgeableaboutthehotel,thenearbyplaces,andthecity.Inmosthalls,FrontOfficeislocatednearthemainentrance.Also,youregister,check-in,check-out,changemoneyandaskforotherhelpsthere,soFrontOfficeisanopenwindowofahotel.FrontOfficeIntroduction前廳部介紹5Program1FrontHotTip前廳部是酒店住宿的總服務(wù)臺(tái)。如果你有住宿方面的問(wèn)題，需要客房工作人員的協(xié)助或地點(diǎn)問(wèn)詢等，你都可以到前廳部或打電話給前廳部解決。這里的工作人員對(duì)酒店本身，周圍環(huán)境，甚至整個(gè)城市都很熟悉。大多數(shù)酒店的前廳部都靠近正門。你可以在這里登記入住，結(jié)賬離店，兌換貨幣或詢求其他幫助?？梢?jiàn)前廳部是酒店對(duì)外的“窗口”。6HotTipHotTipMainFunctionsoftheFrontOffice前廳部主要功能■InformationInquiryService信息問(wèn)詢服務(wù)■RoomReservationService客房預(yù)訂服務(wù)■Check-inService 入住登記服務(wù)■ConciergeService 禮賓服務(wù)■BusinessCenter 商務(wù)中心■Check-outService 離店結(jié)賬服務(wù)7HotTipMainFunctionsoftheFConciergeServices5FrontOfficeReceivingRoomReservations1Check-inServices2ExtendingtheStayandChangingtheRoom3Check-outServices48ConciergeServices5FrontOfficHotTipTask1ReceivingRoomReservations工作任務(wù)一 受理客房預(yù)訂TaskObjectives任務(wù)目標(biāo)Afterlearning,youshouldbeableto: 學(xué)完后，應(yīng)該掌握：◆receiveFITreservations 受理國(guó)外散客預(yù)訂◆receivegroupreservations 受理團(tuán)隊(duì)預(yù)訂◆receiveguaranteedroomreservations受理有保證的客房預(yù)訂◆receiveroomreservationcancellation 受理客房退訂◆receiveroomreservationrevision 受理客房預(yù)訂變更

9HotTipTask1TaskObjectiveHotTipWordsandExpressions詞匯與表達(dá)longdistancecall 長(zhǎng)途電話 vacancy n. 空位singleroom 單人房doubleroom 雙人房airconditioning 空調(diào)mobilephone 手機(jī)，移動(dòng)電話lookforwardto 期望10HotTipWordsandExpressions詞匯HotTipSub-task1:ReceivingFITRoomReservations子任務(wù)一受理國(guó)外散客預(yù)訂Sample情景實(shí)例Scene:GeorgeSmithandLaurenSmith,aBritishcouple,aregoingtospendtheirholidaysinChina.NowMr.SmithismakingareservationatMarriottHotelinNingbothroughalongdistancecall.(R=Receptionist,C=Customer)R:Goodmorning,MarriottHotel.CanIhelpyou?C:Goodmorning.HaveyougotvacanciesfromJuly18thto20th?I’dliketomakeareservationforthreenights.R:Allright.Singleordoubleroom?C:Doubleroom,please.R:Letmecheck...Yes,wehaveadoubleroomavailable.C:Isthatwithorwithoutbath?R:It’saroomwithshowerandtoilet.C:Thatsoundsgood.Isthereairconditioning?R:Certainly,sir.

11HotTipSub-task1:ReceivingFHotTipC:Howmuchwillitbeforonenight?R:Letmesee.AdoubleroomisRMB600yuanpernight.C:Doesthatincludebreakfast?R:Yes,thatincludesaChineseorAmericanbreakfastandanewspaperChinaDaily.C:DoyouacceptVisaCard?R:Yes,wedo.Whattimewillyoubearriving?C:Ishouldbetherearound7：00p.m.onthe18th.R:OK,sir.CouldItakeyournameandcontactnumber,please?C:Yes,mynameisGeorgeSmith.Mobilephonenumberis0013602923671.R:Couldyouspellthat,please?C:GeorgeSmith,G-E-O-R-G-E,S-M-I-T-H.R:Mr.GeorgeSmith.Adoubleroomwithbathandairconditioningforthenightsfrom18thto20th.AmIcorrect?C:Yes,that’sright.Thankyou.R:Youarewelcome,sir.Wearelookingforwardtoyourcoming.Goodbye.12HotTipC:HowmuchwillitbTypesofroomSingleroom13TypesofroomSingleroom13Typesofroomdoubleroom14Typesofroomdoubleroom14Typesofroomtwinroom15Typesofroomtwinroom15Typesofroomtripleroom16Typesofroomtripleroom16Typesofroomsuite17Typesofroomsuite17ExecutiveroomTypesofroomJustaroomforexecutivesinhotel18ExecutiveroomTypesofroomJusHotTipSituationalTraining情景實(shí)訓(xùn)1.RoleplayYournameisBillBrown.You’dlikeasingleroomwithshowerfromJuly18thto22nd.Thehotelreceptionistanswersthephoneandacceptsthebooking.2.Accordingtothedialogueyoumadeabove,fillinthemissinginformationintheReservationForm.19HotTipSituationalTraining情景實(shí)HotTipReservation#Mr./Mrs./Miss/Ms.:______________Arr.Date:______________Depart.Date:______________ETA:______________ No.ofnights:______________Roomtype:______________No.ofrooms:______________No.ofpersons:____________Ratequoted(報(bào)價(jià)):______________Contact/Companyname:___________ Address:___________PhoneNo.:______________Methodofpayment:___________Gtdbooking:___________20HotTip有保證預(yù)定指有物質(zhì)上的保證到時(shí)會(huì)入住，相應(yīng)地，酒店方也會(huì)將預(yù)定的房間保留，一般情況下需預(yù)訂時(shí)支付一定的金額，如果預(yù)訂方違約，不入住，擔(dān)保的金額不能退還；預(yù)付訂金方式預(yù)付款prepayment:提前支付信用卡creditcard:提供信用卡號(hào)押金advanceddeposit:提前支付一天房費(fèi)21有保證預(yù)定指有物質(zhì)上的保證到時(shí)會(huì)入住，相應(yīng)地，酒店方也會(huì)將預(yù)無(wú)保證預(yù)定無(wú)需物質(zhì)上的保證預(yù)訂，到期不入住，酒店方將不會(huì)保留，同進(jìn)預(yù)訂方會(huì)在酒店留下NOSHOW的記錄。22無(wú)保證預(yù)定無(wú)需物質(zhì)上的保證預(yù)訂，到期不入住，酒店方將不會(huì)保留Sub-task2:ReceivingGroupReservations子任務(wù)二

受理團(tuán)隊(duì)預(yù)訂Sample情景實(shí)例Scene:Thetelephonerings.Thereceptionistanswersthephone.(R=Receptionist,C=Customer)R:Reservations.MayIhelpyou?C:Yes.IamcallingfromSunnyTradeCompany.I’dliketoknowifyouhaveroomsavailable.Wearegoingtohaveaconference.R:MayIknowhowmanypeopletherewillbeintheconference?C:20persons.R:Whatkindofroomwouldyoulike?C:I’dlike10twinrooms.R:Forwhen?C:ForJuly21st,22nd,and23rd.23Sub-task2:ReceivingGroupReR:Onemoment,please,sir.(Thereceptionistischeckingthelist.)Yes,wecanconfirm10roomsforthosedays.C:Thankyou.Isthereanyspecialrateforagroupreservation?R:Yes,thereisa15percentdiscount.C:That’sgreat.R:Bytheway,howwillyoubesettlingtheaccounts,please?C:Ourcompanywillcoveralltheexpensesandwewillsendyouachequesoon.Oh!Accordingtotheprogram,theywillhaveameetingonthe22nd.Haveyougotamiddle-sizedconferencehall?R:Yes,sir,wehaveaverynicemultifunctionhall,butyou’llhavetospeaktothesalesmanageraboutthat.PleaseholdonamomentandIwillputyouthrough.24R:Onemoment,please,sirHotTipWordsandExpressions詞匯與表達(dá)available

a. 可獲得的twinroom 雙床雙人房groupreservation 團(tuán)隊(duì)預(yù)訂specialrate 特價(jià)cheque n. 支票conferencehall 會(huì)議廳multifunctionhall 多功能廳salesmanager 銷售經(jīng)理holdon

稍等put...through 轉(zhuǎn)接25HotTipWordsandExpressions詞匯HotTipSituationalTraining情景實(shí)訓(xùn)1.Roleplay Supposeyouaretheleaderofatravelagency.YouarecallingRoomReservationsofBeijingHotel.Youwanttobook10twinroomsfrom6thofOctoberto10thofOctoberforyourgroupmembers,whowillstayinBeijingtohaveatravel.Theroomrateis180dollarspernight.Youcanenjoya15%discountforthegroupreservation.2.Accordingtothedialogueyoumadeabove,fillinthemissinginformationintheReservationForm.26HotTipSituationalTraining情景實(shí)HotTipReservation#Mr./Mrs./Miss/Ms.:______________Arr.Date:______________Dep.Date:______________ETA:______________ No.ofnights:______________Roomtype:______________ No.ofrooms:______________No.ofpersons:______________Ratequoted:______________Contact/Companyname:__________Address:______________PhoneNo.:______________Methodofpayment:___________Gtdbooking:______________27HotTipSub-task3:ReceivingGuaranteedRoomReservations子任務(wù)三

受理有保證的客房預(yù)訂Sample情景實(shí)例Scene:Mr.SmithcallstheReservationsoftheMarriottHoteltoreserverooms.Thereceptionistexplainsandasksfornecessarydetails.(R=Receptionist,C=Customer)R: Goodafternoon,Reservations.CanIhelpyou?C: ThisisGeorgeSmith.I’dliketoreservearoomformyfriends.R: Oh,Mr.Smith.Whattypeofroomdoyouprefer?C: Atwinroom,please.R: Forwhichdates?Andhowmanyguestswillbearriving?C: FromJuly18thtoJuly20th.Twopersons.28Sub-task3:ReceivingGuarante指有物質(zhì)上的保證到時(shí)會(huì)入住，相應(yīng)地，酒店方也會(huì)將預(yù)定的房間保留，一般情況下需預(yù)訂時(shí)支付一定的金額，如果預(yù)訂方違約，不入住，擔(dān)保的金額不能退還；預(yù)付訂金方式預(yù)付款prepayment:提前支付信用卡creditcard:提供信用卡號(hào)押金advanceddeposit:提前支付一天房費(fèi)有保證預(yù)定29指有物質(zhì)上的保證到時(shí)會(huì)入住，相應(yīng)地，酒店方也會(huì)將預(yù)定的房間保HotTipR：Holdon,please.OnetwinroomfromJuly18thtoJuly20th.Yes,westillhaveroomsavailable.TheratewillbeRMB550yuanpernight.C:OK,that’sfine.R: CanIhaveyourguests’names,please?C: TomGreeandhiswife.Canyougiveusaspecialratesinceoursisacompanybooking?R: Thereisa20%companydiscount.C: Great.Withorwithoutbreakfast?R: Theroomrateincludesfreebreakfast.Howdoyouwishtoguaranteeyourbooking?30HotTipR：Holdon,please.OHotTipC: MyVisaCard.Thecardnumberis6637000922224.R: Thankyou.Howwilltheybearriving?C: Byair.Doyouofferairportpick-upservices?R: Yes.Whatistheirflightnumber?C: FlightAU220,arrivinginShanghaiat3:00p.m.onthe18th.R: OK,ourhotelshuttlebuswillpickthemupattheairportwhentheyarrive.C: Thankyou.Goodbye.R: You’rewelcome.Goodbye,Mr.Smith.31HotTipC: MyVisaCard.Theca信用卡AE(AmericanExpress)美國(guó)運(yùn)通卡32信用卡AE(AmericanExpress)美國(guó)運(yùn)通卡3Master萬(wàn)事達(dá)卡33Master萬(wàn)事達(dá)卡33Vise維薩卡34Vise維薩卡34長(zhǎng)城卡35長(zhǎng)城卡35Shuttlebus36Shuttlebus36HotTipWordsandExpressions詞匯與表達(dá)prefer v. 更喜歡guarantee v. 保證shuttlebus 班車VisaCard 維薩卡Pick-upservice 接機(jī)服務(wù)37HotTipWordsandExpressions詞匯HotTipSituationalTraining情景實(shí)訓(xùn)1.RoleplayMr.JasoncallstheReservationsofMarriottHoteltoreserveasuitewiththeriverviewforhisboss.ThestayingdateisfromOct.5thtoOct.7th.Theroomrateis200dollarspernight.HehopestoguaranteehisreservationwithVisaCard.2.Accordingtothedialogueyoumadeabove,fillinthemissinginformationintheReservationForm.38HotTipSituationalTraining情景實(shí)HotTipReservation#Mr./Mrs./Miss/Ms.:________________Arr.Date:________________Dep.Date:________________ETA:________________No.ofnights:________________Roomtype:______________No.ofrooms:________________No.ofpersons:____________Ratequoted:________________Contact/Companyname:________Address:________________PhoneNo.:________________Methodofpayment:_________Gtdbooking:________________39HotTipHotTipSub-task4:ReceivingRoomReservationCancellation子任務(wù)四

受理客房退訂Sample情景實(shí)例Scene:AguestwantstocancelthereservedroomunderthenameofJackBrown.Thereceptionisthelpshimmakethecancellation.(R=Receptionist,G=Guest)R:RoomReservations.MayIhelpyou?G.I’dliketocancelareservation.R:Whoisthereservationmadefor?G:JackBrown.R:Howdoyouspellthat,please?G:B-R-O-W-N,Brown.40HotTipSub-task4:ReceivingRHotTipR:Whatwasthedateofthereservation?G:FromOctober2ndfor3nights.R:Excuseme,butisthereservationforyou?G:No,it’sformyfriend.R:MayIhaveyournameandphonenumber,please?G:Yes,it’sMaryandmynumberis365-7071.R:Thankyou,ma’am.I’llcancelMr.Brown’sreservationfromOctober2ndfor3nights.Welookforwardtoanotherchancetoserveyou.41HotTipR:WhatwasthedateoHotTipWordsandExpressions詞匯與表達(dá)cancellation

n. 取消roomavailability 客房預(yù)訂情況（有無(wú)空房）42HotTipWordsandExpressions詞匯HotTipSituationalTraining情景實(shí)訓(xùn)RoleplayMarywantstocancelareservation.ThedateofreservationisfromJune2ndtoJune4th,for3nightsaltogether.ThereservationistcancelsthereservationforMary.43HotTipSituationalTraining情景實(shí)11/12/2022HotTipSub-task5:ReceivingRoomReservationRevision子任務(wù)五

受理客房預(yù)訂變更Sample情景實(shí)例Scene:TheguestAlicemadearoomreservationfor2nights.Shewantstoextendherstayfor5nights.Thehotelclerkhelpsherrevisethereservation.(C=Clerk,G=Guest)C:RoomReservations.MayIhelpyou?G:Yes,mynameisAlice,andImadeareservationfor2nightsfromJuly11thtoJuly13th.I’dliketoextenditfor2morenightsuntilthe15th.C:For5nightsfromJuly11thtoJuly15th?G:That’sright.C:Willtherebeanychangeinyourroomtype?Yourreservationisforatwinroom.G:No.C:Thankyou,madam.Wewillextendthereservationforyou.4411/12/2022HotTipSub-task5:R11/12/2022HotTipSituationalTraining情景實(shí)訓(xùn)RoleplayMr.BrianreservedtwotwinroomswiththeGardenHotelforbusinessmeetingfor2nightsfromMay4thtoMay5th.NowheiscallingfromLondontochangethedateofthereservationforhismeetinghasbeendelayeduntilMay6thtoMay7th.Theroomtypehasnotbeenchanged.4511/12/2022HotTipSituationalTHotTipWhatyoushouldbeabletoknow你應(yīng)該知道的知識(shí)TaskProcedure任務(wù)流程■Greettheguest.向客人問(wèn)好。■Asktheguestforthefollowingreservationinformation:向客人詢問(wèn)下列預(yù)訂信息：Thedateofarrivalanddeparture.

客人到達(dá)和離開(kāi)的時(shí)間。Thenumberofthepeople.

住店的人數(shù)。

Theroomtypeandthenumberofrooms.

(客人所要的)房型和房間數(shù)。HotTipWhatyoushouldbeableHotTip■Checktheroomavailabilityinthecomputer.在電腦上核查是否有空房間。■Getthefollowinginformationfromtheguest:從客人那里獲取下列信息：Thenameoftheguestorthenameofthegroup.客人姓名或團(tuán)隊(duì)名稱。Theguest’stelephonenumber.

客人的電話號(hào)碼。Thecontactnameandhistelephonenumber.(如果是代訂需要留下)代訂人的姓名及電話號(hào)碼。■Confirmthereservation.確認(rèn)預(yù)訂。■Extendyourwishes.表達(dá)祝愿。■Formthereservationrecord.形成預(yù)訂記錄。HotTip■ChecktheroomavailaHotTipTaskSkills任務(wù)技巧■Thereceptionistshouldanswerthephonecallbeforethephoneringsforthethirdtime,thenmakeaself-introductionwithpoliteexpressionsandspeakinafriendlyandcleartonewithmoderatespeed.在電話響第三聲之前，接待員應(yīng)接起電話，并禮貌地做自我介紹，用清晰、友好的語(yǔ)調(diào)和適當(dāng)?shù)恼Z(yǔ)速作答。HotTipTaskSkills任務(wù)技巧HotTip

■Asktheguestaboutthetimeofhisarrival

anddeparturewiththefollowingsentences:用下列句子詢問(wèn)客人到達(dá)和離開(kāi)的時(shí)間：Whatdatewouldthatbe?Forwhich/whatdate?Forwhen?Howlongwillyouintendtostay?HotTip■AsktheguestaboutHotTip■Doconfirmaftergettingalloftheinformationaboutthereservation.在獲得所有預(yù)訂信息之后一定要確認(rèn)?！鯥fyoudon’tunderstandwhattheguestsays,besurenottoguessorpretendtoknowatall.Certainlyyoudon’thavetobeafraidofthis.Asktheguesttosayagainwith:“Ibegyourpardon.”“Pardon?”or“Sorry,Icannotcatchyou.Couldyoupleaserepeatthat?”沒(méi)有聽(tīng)懂或沒(méi)有聽(tīng)清客人的話時(shí)，切忌猜測(cè)，更不要假裝明白。當(dāng)然也不用怕。可以請(qǐng)客人再說(shuō)一遍，如：“請(qǐng)?jiān)僬f(shuō)一遍”，“請(qǐng)重復(fù)一下”，或是“對(duì)不起，我沒(méi)有聽(tīng)懂，能否再重復(fù)一遍？”HotTip■DoconfirmaftergetHotTip■Iftheroomsarefullybooked,ortheroomsneededhavebeenreserved,youcanrecommendthefollowingstotheguestinordertosolvetheproblem:Someotherkindsofrooms.

Someotherstayingdate.

Someotherhotels.如果酒店客房已經(jīng)訂滿，或是客人所需房間已經(jīng)被預(yù)訂，可以用下列辦法來(lái)解決此事：推薦別的房型。推薦其他入住日期。推薦其他酒店。HotTip■IftheroomsarefullHotTip■Afterreservation,besuretosaytotheguest:“Welookforwardtoyourarrival”.預(yù)訂結(jié)束后，務(wù)必要說(shuō)：“我們期盼您的光臨。”HotTip■Afterreservation,b項(xiàng)目：預(yù)定（前臺(tái)服務(wù)人員注意事項(xiàng)1接電話時(shí)正確問(wèn)候賓客，同時(shí)報(bào)出部門名稱2確定賓客抵離時(shí)間3詢問(wèn)賓客是否需要交通接送服務(wù)4提供所有合適賓客要求的房型信息5正確描述房型的差異（位置、大小、房?jī)?nèi)設(shè)施）6如該日期無(wú)賓客要求的房型，主動(dòng)提供其他選擇7詢問(wèn)賓客姓名及其拼寫8詢問(wèn)賓客地址或其聯(lián)系方式9說(shuō)明房?jī)r(jià)及所包含內(nèi)容10提供預(yù)定號(hào)碼或預(yù)定姓名11說(shuō)明飯店入住有關(guān)規(guī)定12通話結(jié)束前重復(fù)確認(rèn)預(yù)定的所有細(xì)節(jié)13通話結(jié)束，員工向賓客致謝53項(xiàng)目：預(yù)定（前臺(tái)服務(wù)人員注意事項(xiàng)1接電話時(shí)正確問(wèn)候賓客，同時(shí)前廳部經(jīng)理和主管前廳經(jīng)理是整個(gè)前廳部的經(jīng)理，前廳經(jīng)理下面是大堂副理！大堂副理下面才是前廳主管．酒店前廳的工作分得很細(xì)，故前廳主管分為①預(yù)定部主管②接待處主管③問(wèn)訊處主管④禮賓部主觀⑤電話總機(jī)主管⑥商務(wù)中心主管⑦前臺(tái)收銀主管54前廳部經(jīng)理和主管前廳經(jīng)理是整個(gè)前廳部的經(jīng)理，前廳經(jīng)理下面是大HotTip■Someusefulsentences實(shí)用句型MayIhave/Wouldyoutellme_______?yourfullname請(qǐng)告訴我您的全名？yourphonenumber請(qǐng)告訴我您的電話號(hào)碼？yourarrivaldate請(qǐng)告訴我您的到達(dá)時(shí)間？yourcompany‘sname請(qǐng)告訴我您公司的名字？yourdeparturedate請(qǐng)告訴我您的離店時(shí)間？HotTip■SomeusefulsentencesHotTipWhatkindofroom_______?wouldyoulikeareyoulookingforwillyoubeneeding請(qǐng)問(wèn)您想要哪種房間？areyouinterestedindoyouwantHotTipWhatkindofroom_____HotTipIwouldlike_______.asuperiorroom我想要一個(gè)高級(jí)套房anexecutivesuite我想要一個(gè)商務(wù)套房adeluxeroom我想要一個(gè)豪華間ahorizonclubroom我想要一個(gè)行政套房astandardroom我想要一個(gè)標(biāo)間HotTipIwouldlike_______.aHotTipWedohavea_______forthisFriday,sir/madam.vacancy本周五我們可以提供一個(gè)空房singleroomavailable本周五我們可以提供一個(gè)單人間doubleroom本周五我們可以提供一個(gè)雙人間roomwithaking-sizedbed本周五我們可以提供一個(gè)大床間deluxeroom本周五我們可以提供一個(gè)豪華間HotTipWedohavea_______foHotTipHere’syourbill,sir.Howdoyouwishtosettleit?I’llpayincash.我用現(xiàn)金支付Doyouacceptcreditcards?可以使用信用卡嗎？CanIusetraveler’schecks?我能用旅行支票嗎？I’llsignthebilltomyroom.請(qǐng)記在我房間賬上。Pleasechargeittomycompanycard.請(qǐng)記在我公司卡上。HotTipHere’syourbill,sir.實(shí)用階梯英語(yǔ)酒店英語(yǔ)60實(shí)用階梯英語(yǔ)酒店英語(yǔ)1酒店英語(yǔ)人才前景根據(jù)國(guó)家旅游局2010年發(fā)布的統(tǒng)計(jì)報(bào)告顯示，我國(guó)星級(jí)酒店發(fā)展迅速，截至2009年年底，中國(guó)已有13378家星級(jí)酒店，比上一年增長(zhǎng)了11.26%.自?shī)W運(yùn)會(huì)始，已有14.5萬(wàn)間高檔客房投入使用，而四星、五星級(jí)的酒店就需要員工10萬(wàn)人左右，預(yù)計(jì)到2011年僅北京酒店行業(yè)管理人才（包括酒店、飯店、機(jī)場(chǎng)、旅游）缺口就將在50萬(wàn)人左右?！狈▏?guó)雅高集團(tuán)大中華區(qū)運(yùn)營(yíng)副總裁齊默表示.61酒店英語(yǔ)人才前景根據(jù)國(guó)家旅游局2010年發(fā)布的統(tǒng)計(jì)報(bào)告顯示，2011年職業(yè)需求排行榜

1

市場(chǎng)營(yíng)銷

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計(jì)算機(jī)（IT類-開(kāi)發(fā)/應(yīng)用）

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酒店/賓館/餐飲旅游類

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營(yíng)銷管理

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公司文職類

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商店/零售服務(wù)類

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工業(yè)/工廠類

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廣播/影視媒體/攝影專業(yè)類

9

技工/普工類

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財(cái)務(wù)/審計(jì)（統(tǒng)計(jì)）類

622011年職業(yè)需求排行榜

1

DiagramProgram4Program3Program2Program163DiagramProgram4Program3ProgrProgram1FrontOffice項(xiàng)目一前廳部FrontOfficeistheanswerstationforresidencehalls.Ifyouhaveanyquestionsabouthousing,orneedassistancefromHousingstaff,ordirectionstoanewlocation,stopbyorcallandaskthedeskstaff.Theyareallknowledgeableaboutthehotel,thenearbyplaces,andthecity.Inmosthalls,FrontOfficeislocatednearthemainentrance.Also,youregister,check-in,check-out,changemoneyandaskforotherhelpsthere,soFrontOfficeisanopenwindowofahotel.FrontOfficeIntroduction前廳部介紹64Program1FrontHotTip前廳部是酒店住宿的總服務(wù)臺(tái)。如果你有住宿方面的問(wèn)題，需要客房工作人員的協(xié)助或地點(diǎn)問(wèn)詢等，你都可以到前廳部或打電話給前廳部解決。這里的工作人員對(duì)酒店本身，周圍環(huán)境，甚至整個(gè)城市都很熟悉。大多數(shù)酒店的前廳部都靠近正門。你可以在這里登記入住，結(jié)賬離店，兌換貨幣或詢求其他幫助?？梢?jiàn)前廳部是酒店對(duì)外的“窗口”。65HotTipHotTipMainFunctionsoftheFrontOffice前廳部主要功能■InformationInquiryService信息問(wèn)詢服務(wù)■RoomReservationService客房預(yù)訂服務(wù)■Check-inService 入住登記服務(wù)■ConciergeService 禮賓服務(wù)■BusinessCenter 商務(wù)中心■Check-outService 離店結(jié)賬服務(wù)66HotTipMainFunctionsoftheFConciergeServices5FrontOfficeReceivingRoomReservations1Check-inServices2ExtendingtheStayandChangingtheRoom3Check-outServices467ConciergeServices5FrontOfficHotTipTask1ReceivingRoomReservations工作任務(wù)一 受理客房預(yù)訂TaskObjectives任務(wù)目標(biāo)Afterlearning,youshouldbeableto: 學(xué)完后，應(yīng)該掌握：◆receiveFITreservations 受理國(guó)外散客預(yù)訂◆receivegroupreservations 受理團(tuán)隊(duì)預(yù)訂◆receiveguaranteedroomreservations受理有保證的客房預(yù)訂◆receiveroomreservationcancellation 受理客房退訂◆receiveroomreservationrevision 受理客房預(yù)訂變更

68HotTipTask1TaskObjectiveHotTipWordsandExpressions詞匯與表達(dá)longdistancecall 長(zhǎng)途電話 vacancy n. 空位singleroom 單人房doubleroom 雙人房airconditioning 空調(diào)mobilephone 手機(jī)，移動(dòng)電話lookforwardto 期望69HotTipWordsandExpressions詞匯HotTipSub-task1:ReceivingFITRoomReservations子任務(wù)一受理國(guó)外散客預(yù)訂Sample情景實(shí)例Scene:GeorgeSmithandLaurenSmith,aBritishcouple,aregoingtospendtheirholidaysinChina.NowMr.SmithismakingareservationatMarriottHotelinNingbothroughalongdistancecall.(R=Receptionist,C=Customer)R:Goodmorning,MarriottHotel.CanIhelpyou?C:Goodmorning.HaveyougotvacanciesfromJuly18thto20th?I’dliketomakeareservationforthreenights.R:Allright.Singleordoubleroom?C:Doubleroom,please.R:Letmecheck...Yes,wehaveadoubleroomavailable.C:Isthatwithorwithoutbath?R:It’saroomwithshowerandtoilet.C:Thatsoundsgood.Isthereairconditioning?R:Certainly,sir.

70HotTipSub-task1:ReceivingFHotTipC:Howmuchwillitbeforonenight?R:Letmesee.AdoubleroomisRMB600yuanpernight.C:Doesthatincludebreakfast?R:Yes,thatincludesaChineseorAmericanbreakfastandanewspaperChinaDaily.C:DoyouacceptVisaCard?R:Yes,wedo.Whattimewillyoubearriving?C:Ishouldbetherearound7：00p.m.onthe18th.R:OK,sir.CouldItakeyournameandcontactnumber,please?C:Yes,mynameisGeorgeSmith.Mobilephonenumberis0013602923671.R:Couldyouspellthat,please?C:GeorgeSmith,G-E-O-R-G-E,S-M-I-T-H.R:Mr.GeorgeSmith.Adoubleroomwithbathandairconditioningforthenightsfrom18thto20th.AmIcorrect?C:Yes,that’sright.Thankyou.R:Youarewelcome,sir.Wearelookingforwardtoyourcoming.Goodbye.71HotTipC:HowmuchwillitbTypesofroomSingleroom72TypesofroomSingleroom13Typesofroomdoubleroom73Typesofroomdoubleroom14Typesofroomtwinroom74Typesofroomtwinroom15Typesofroomtripleroom75Typesofroomtripleroom16Typesofroomsuite76Typesofroomsuite17ExecutiveroomTypesofroomJustaroomforexecutivesinhotel77ExecutiveroomTypesofroomJusHotTipSituationalTraining情景實(shí)訓(xùn)1.RoleplayYournameisBillBrown.You’dlikeasingleroomwithshowerfromJuly18thto22nd.Thehotelreceptionistanswersthephoneandacceptsthebooking.2.Accordingtothedialogueyoumadeabove,fillinthemissinginformationintheReservationForm.78HotTipSituationalTraining情景實(shí)HotTipReservation#Mr./Mrs./Miss/Ms.:______________Arr.Date:______________Depart.Date:______________ETA:______________ No.ofnights:______________Roomtype:______________No.ofrooms:______________No.ofpersons:____________Ratequoted(報(bào)價(jià)):______________Contact/Companyname:___________ Address:___________PhoneNo.:______________Methodofpayment:___________Gtdbooking:___________79HotTip有保證預(yù)定指有物質(zhì)上的保證到時(shí)會(huì)入住，相應(yīng)地，酒店方也會(huì)將預(yù)定的房間保留，一般情況下需預(yù)訂時(shí)支付一定的金額，如果預(yù)訂方違約，不入住，擔(dān)保的金額不能退還；預(yù)付訂金方式預(yù)付款prepayment:提前支付信用卡creditcard:提供信用卡號(hào)押金advanceddeposit:提前支付一天房費(fèi)80有保證預(yù)定指有物質(zhì)上的保證到時(shí)會(huì)入住，相應(yīng)地，酒店方也會(huì)將預(yù)無(wú)保證預(yù)定無(wú)需物質(zhì)上的保證預(yù)訂，到期不入住，酒店方將不會(huì)保留，同進(jìn)預(yù)訂方會(huì)在酒店留下NOSHOW的記錄。81無(wú)保證預(yù)定無(wú)需物質(zhì)上的保證預(yù)訂，到期不入住，酒店方將不會(huì)保留Sub-task2:ReceivingGroupReservations子任務(wù)二

受理團(tuán)隊(duì)預(yù)訂Sample情景實(shí)例Scene:Thetelephonerings.Thereceptionistanswersthephone.(R=Receptionist,C=Customer)R:Reservations.MayIhelpyou?C:Yes.IamcallingfromSunnyTradeCompany.I’dliketoknowifyouhaveroomsavailable.Wearegoingtohaveaconference.R:MayIknowhowmanypeopletherewillbeintheconference?C:20persons.R:Whatkindofroomwouldyoulike?C:I’dlike10twinrooms.R:Forwhen?C:ForJuly21st,22nd,and23rd.82Sub-task2:ReceivingGroupReR:Onemoment,please,sir.(Thereceptionistischeckingthelist.)Yes,wecanconfirm10roomsforthosedays.C:Thankyou.Isthereanyspecialrateforagroupreservation?R:Yes,thereisa15percentdiscount.C:That’sgreat.R:Bytheway,howwillyoubesettlingtheaccounts,please?C:Ourcompanywillcoveralltheexpensesandwewillsendyouachequesoon.Oh!Accordingtotheprogram,theywillhaveameetingo