酒店英語(yǔ) 課件全套 英文 周寒瓊 Chapter 1 Front Office -Chapter 4 Recreation

Chapter1FrontOfficeAnOverviewofHotelIndustry

Theterm‘hospitality’referstothecordialandgenerousreceptionandentertainmentofguestsorstrangers,eithersociallyorcommercially.Withthehospitalityindustryearningsubstantialforeignexchangeandgeneratingemploymentforthepeopleacrossthecountry,ithasgainedpopularityasaprofessionandthispopularityisexpectedtoincreaseinthefuture.行業(yè)PPT模板/hangye/OrientationofHotelIndustryInancienttimes,travelersreliedonroadsidehomesformeals.Latertravelers,mostlypilgrims,werecaredforintemplesormonasteries.Thefirstpassenger-carryingstagecoachstartedoperatinginEnglandin1658.Thiswasthetimewheninnsstartedmushroomingalongtherouteofthestagecoach.Intheearly1700s,theaccommodationsavailableintheformofinnsandrestroomswerecrude,butofferedthebasicnecessitiesoffood,shelter,meetingspace,andsecurity.Soon,moredemandandcompetitionledtothegrowthofmotelsandhotels.ThefirstbuildingespeciallydesignedasahotelwastheCityHotelinNewYork.Ahotelmaybedefinedasaplacethatoffersaccommodation,food,andbeveragesatacostthatenablesittomakeaprofit.TheConciseOxfordDictionarydefinesahotelasa‘houseforaccommodationofpayingtravelers,etc..AccordingtotheWebster’sDictionary(1978),‘a(chǎn)buildingorinstitutionprovidinglodging,mealsandserviceforthepeople’istermedahotel.ClassificationofHotelsClassifyinghotelsintodifferenttypesisnotaneasytask.Thisindustryissodiversethatmanyhotelsdonotfitintoasinglewell-definedcategory.Hotelscanbeclassifiedinvariousways,basedonthecriteriaforclassification.Thesecriteriacouldbe:LocationTargetmarketSizeofpropertyLevelofserviceLengthofstayThemesBasedonLocationTheclassificationofhotelsonthebasisoftheirlocationisdiscussedhere.City-center/downtownhotelsSuburbanhotelsMotelsAirporthotelsResorthotelsFloatels(floatinghotels)BasedonTargetMarketTheclassificationofhotelsonthebasisoftheirtargetmarketisdiscussedinthissection.CommercialhotelsConventionhotelsResorthotelsSuitehotelsB&BhotelsTimesharesServiceapartments/corporateLodgingsBasedonBasedonSizeofPropertySmallhotels

Hotelswithlessthan300roomsare

consideredsmall.Medium-sizedhotelsHotelswith300-600roomsaretermed

medium-sized.Largehotels

Hotelswith600-1,000roomsarecalled

largehotels.Megahotels

Hotelswithmorethan1,000roomsare

calledmegahotels.Basedon

LevelofServiceHotelsmaybeclassifiedintoeconomy,mid-scale,andluxuryhotelsonthebasisofthelevelofservicestheyoffer.Economy/budgethotelsMid-scale/mid-markethotelsLuxuryhotelsBasedon

LevelofServiceHotelsmaybeclassifiedintoeconomy,mid-scale,andluxuryhotelsonthebasisofthelevelofservicestheyoffer.Economy/budgethotelsMid-scale/mid-markethotelsLuxuryhotelsBasedon

LengthofStayBasedonHotelsmaybeclassifiedintotransient,residential,andsemi-residentialhotels,dependingupontheperiodforwhichaguestcanstay.BasedonThemeDependingonthetheme,hotelsmaybeclassifiedintoecotels,boutiquehotels,spahotels,andsoon.OrientationofFrontOfficeRoleofFrontOfficeFrontoffice(FO)employeesaretheheartofthehospitalityproperty.FrontDeskisthefirstplacepeoplewillgoiftheyhavequestionsorconcerns.Assuch,FOemployeesneedtobeespeciallyawareofaguest’sactivitiesduringguest’sstay.Stage1:Pre-arrivalDuringthisstagetheguestchoosesthehotel.Thisdecisionisinfluencedbythelocation,marketing,wordofmouth,andpastexperiences.TheReservationsAgentisthefirstpersonal“touch”thehotelmakeswithaguest;thisstartstheprocessoftheguestcycle.AReservationAgent'smainresponsibilityistomakesurearoomwillbeavailablewhentheguestarrives.Theymayalsogatherextrainformationabouttheguest'sneedstohelpprovidemorepersonalizedserviceduringtheirstay.Stage2:ArrivalTheguestregisters(checksin)andisassignedaroomwhentheyarrive.Thisisanimportanttimefortherelationshipwiththeguests.Thismaybetheirfirstimpressionofthehotel.Iftheydon’thavearoomreserved,it'sanopportunityforthefrontdeskreceptionisttosellaroomforthehotel.Theregistrationprocessiscompletedwhenamethodofpayment,informationoftheguestandtheguest'sdeparturedatehavebeenconfirmed.Stage3:OccupancyWhentheguestchecksintotheroom,theoccupancystageoftheguestcyclebegins.Whiletheguestisstayingatthehotel,therewillbemanytimestheFrontOfficestaffwillgiveservice.Asamajorcontactcenterforthehotel,FrontOfficeprovidesinformationorsupplies,givedirections,contacthousekeepingtoservicearoom,recommendactivitiesandrestaurants,andpostguestcharges…Theserviceneedstobeprompt,courteousandaccurate.Stage4:DepartureTheguestvacatestheroomduringthedeparturestage.Again,theFrontOfficebecomestheprimarypointofservice.Checkingthevisitorsout,ensuringtheyenjoyedtheirstay,settlingtheiraccountandhelpingthemgetontheirwayquicklyarejustafewoftheservicesFrontOfficeneedstoensuregosmoothly.TheHotelRoomsTypicalRoomTypes:SingleRoom 單人房DoubleRoom 大床房（withKing-size/Queen-sizebed）TwinRoom 雙床房（StandardRoom）SuperiorRoom 高級(jí)房DeluxeRoom 豪華房ConnectingRoom 連通房SeniorSuite 高級(jí)套房BusinessSuite 商務(wù)套房DeluxeSuite 豪華套房DuplexSuite 復(fù)式套房ExecutiveRoom 行政房ExecutiveSuite 行政套房PresidentialSuite 總統(tǒng)套房SectionsandtheresponsibilitiesGuestServiceCenter

TheGuestServiceCenterismannedbyfriendly,efficientandmultilingualGuestServiceAgents,servicingallinternalandexternalcallswithasmileintheirvoices.Wheneverknown,callers’andguests’nameswillbeusedandcloseattentionwillbegiventousepolitephraseswithclearlyproperEnglish/Chinesewhencommunicatingandconnectingcalls,andacknowledgingandrespondingproperlytocallers.Everyeffortwillbemadetopatientlyassistcallerswhoareuncertainofwhatdepartmenttotalktoregardingtheirissue.SectionsandtheresponsibilitiesSpeciallytrainedGuestServiceAgentshandlepersonalguestservicecalls,fromrequestsforlatecheck-outtoextratowels,makingitmoreconvenientforgueststohaveonlyonepointofservicecontact.Everyguestroomhasaspeed-buttononthetelephonefordirectaccesstoGuestServiceCenter,whowillimmediatelyandefficientlyexpeditetherequestswiththehelpfromrelevantdepartmentsandpersonallyfollowupthattherequesthasbeenmettotheguest’sfullsatisfaction.SectionsandtheresponsibilitiesAllcommentsandrequestswillbeloggedandusedtocontinuouslyimprovevariousareas,aftersortingandanalyzingthegatheredinformation.TheGuestServiceAgentwilltakepersonalresponsibilitytorespondtoanyotherrequestaguestmighthave.ToassisttheGuestServiceAgenttoalwaysuseguestnames,thedisplayontheconsolesintheGuestServiceCenterwillshowtheguest’snamewhencallingfromaguestroom.SectionsandtheresponsibilitiesConciergeServicesTheConciergeisthemaininformationCenterofthehotel,wherenothingisimpossible.Guests’questionsandrequestswillbehandledinafriendly,courteousandefficientwayandnorequestwillbetoobigortoosmalltoreceivetheutmostattention.Itisalsotheplacewhereguestcangotojusthaveachatwhilewaitingforataxiorbeforeretiringfortheevening.SectionsandtheresponsibilitiesTheDoormanmeetsandwelcomesguestsoutsidetheentranceandassistarrivinggueststothedirectionforparkingwhendebarkingfromthevehicle.ABellmanwilltaketheguest’sluggageandgiveescorttotheFrontDesk,usingtheguest’snameifknow.TheBellmanwilltrytofindtheguest’snameontheluggagetagsontheguest’ssuitcasesandintroducethenametoFrontDeskstaff.Afterregistration,theBellmanbringstheguest’sluggagetotheallocatedroom,placesthesuitcasewiththecorrectsideupontheluggagerack.WhentheluggageisarrangedtheBellmanwillleavetheroomwithoutdelay,wishingtheguestapleasantstay.Wheninthelobby,theBellmanassistsguestswithquestionsandrequests,andtakespersonalresponsibilitytofindanswersandmeettherequests.SectionsandtheresponsibilitiesFrontDeskServiceGiveagoodfirstimpressiontoanarrivingguest,meetandanticipatetheneedsoftheguestinanefficientandprofessionalmanner.Allguestswillbewelcomedwithawarmsmile,eyecontactandanappropriatehospitalitygreetingwhenapproachingtheFrontDesk.Theguestswillbegivenundividedattentionandtheregistrationwillbefriendly,courteousandefficient.Asuitableroomwillbeselectedaccordingtotheguest’spreference.Departingguestswillenjoyasmoothandefficientcheck-out.SectionsandtheresponsibilitiesFrontDeskServiceReturningguests,membersoftheloyaltyprogramwillbegivenspecialrecognition.AllReceptionassociateswillworkcloselywithrelateddepartments,inapositive,understandingandprofessionalway.SectionsandtheresponsibilitiesExecutiveClubFloorServicesGuestsontheExecutiveClubFloorswillenjoyenhancedconveniences,comfortandprivacy,withextendedroomitemsandamenities.PersonalizedButlerServicewillensurethatallrequestsaremetbypersonalandprivate,outstandingserviceandattention.SectionsandtheresponsibilitiesBusinessCenterServiceTheBusinessCenteroffersacomprehensiverangeofservicesandassistancewithinformationaboutthelocalbusinesscommunity.TheBusinessCenterAgentswillbestrongintheEnglishlanguage,toassistoverseasguestswithtranslationsandotherbusiness-relatedrequests,andfullyknowledgeableofrelevantsoftwareandequipment.Privateworkstationsandofficescanberentedbythehour.TheBusinessCenterservicesareofferedtobothhotelguestsandnon-residentswiththesame,highprofessionalism.Project1Operator01WordsandExpressions02UsefulExpressions03StandardOperationProcedures04Dialogues05Practicecontents行業(yè)PPT模板/hangye/06SupplementaryReadingWordsandExpressionsputthrough

接通（電話）areacode

區(qū)號(hào)complete

adj.

完整的inform

v.

通知information n.

信息responsen.回復(fù)；回應(yīng)contact

v.

聯(lián)系；接觸pass

v.傳遞message

n.

信息assoonaspossible

盡快banquet n.

宴會(huì)hall

n.大廳mobilephone

移動(dòng)電話；手機(jī)correct adj.正確的flight n. 航班awakenv.喚醒conversationn.對(duì)話poweroff 關(guān)機(jī)transfer v.轉(zhuǎn)移；調(diào)動(dòng)UsefulExpressions1.Couldyouholdonforjustoneminuteplease,sir?

2.CouldyouwaitamomentwhileIputyouthrough,Madame?3.Justamoment,please.

4.MayIhavetheareacodeandthephonenumber,please?5.I'llputyouthrough.6.I'mputtingyouthroughnow.7.You'rethrough.8.CanIhaveyournameplease,sir?9.Couldyougivemeyourtelephonenumber,please?10.Whatistheguest'sname,please?11.Couldyoutellmetheguest'sroomnumber,please?UsefulExpressions12.I'mafraidMr.Chenisatameetingnow.13.I'llaskMrs.Chentoreturnyourcall.14.I'mafraidthere'snoresponse.15.ItriedtocontactMr.SmithinRoom1201,buthewasout.16.CanItakeamessage,please?17.Wouldyouliketoleaveamessage?18.Isthatthecompletemessage?19.I'llpassyourmessagetoMr.Smith,sir.20.I'llmakesurehegetsthemessage.21.Wewillinformhimassoonaspossiblewhenhecomesback.22.Atwhattimeshallwecallyou?StandardOperationProceduresofConnectingCallstoGuestroom1.Beforeconnectingcallertoaguestroom,theGuestServiceCenterassociateshallverifytheguestname,“Certainly,Sir/Madam.MayIhavetheguest'sname,please?”2.Ifthenamecorrespondswiththeroomnumberrequested,thecallshallbeputthroughbyannouncing,“Thankyou,Iamconnectingyounow,Sir/Madam”.3.IfthecallerisNOTidentified,kindlyadvicetheguestbysaying,“IamsorrySir/Madam,wehavenorecordofthisguestbeingregisteredwithus.”StandardOperationProceduresofConnectingCallstoGuestroom4.Ifthenamedoesnotcorrespondortheroomnumbercannotbestatedcorrectly,informthecallerthatthereisnoguestwiththatnameintheroomrequested.5.Associateshallshieldtheincomingcallsforthoseguestswhorequesttodoso.Scene1:TransferringaCallandTakingaMessageO:Goodafternoon,IndigoShanghai.HowmayIhelpyou?G:Yes,canyoutoroom2201,please?O:MayIhavetheguest'sname,please?G:AliceWang.(Aftercheckingthesystem)O:Certainly,sir.Couldyouwaitasecondwhile?(30secondslater.)O:Sorry,sir.I'mafraid.Wouldyouliketoorforher?G:Thankyou.Justtellherthatofthishotel.O:Sure.MayIhaveyournameplease,sir?O：OperatorG：GuestputmethroughIputyouthroughthereisnoresponsecallbacklaterleaveamessagethedinnerpartytonightwillbeheldat6:00pmatthebanquethall下一頁(yè)Scene1:TransferringaCallandTakingaMessageO：OperatorG：GuestG:Yes,it'sTomLee.O:Wouldyoulikemetogiveheryourtelephonenumber,sosheifnecessary?G:Yes,pleasetellhertocallmyandthatIforgottotakemymobilephonewithmetoday.O:Noproblem.Your.Youforgottotakethemobilephonewithyoutodayandyouwanttotellherthatthedinnerpartytonightwillbeheldat6:00pmatthebanquethallofourhotel.Isthatcorrect,Mr.Lee?G:Yes,that'sright.O:I'llmakesureshegetsthemessage.Thankyouforcalling,Mr.Lee.IsthereanythingelseIcandoforyou?G:No,thankyou.Bye.O:Goodbye,Mr.Lee.Haveaniceday.canringyoubackofficenumber86090915officenumberis86090915上一頁(yè)Scene2:Wake-upCallO:Goodevening,GuestServiceCenter.Mirandaspeaking.HowmayIhelpyou?G:Yes,I'dliketoasIwillhaveanearlyflighttocatch.O:Certainly,sir.Atwhattimewouldyoulikeus,please?G:At.O:Yes,sir.Wewillcallyouat5o'clocktomorrowmorningand.Wouldyoulike ?G:Yes,please.That'sbetter.O:AnythingelseIcandoforyou,sir?G:No,thanks.Goodbye.O:Youarewelcomeandhaveagoodnight.O：OperatorG：Guestbeawakenedtomorrowmorningcallyouup5o'clocksharp

yourroomnumberis1101

a

secondcalltenminuteslater

Scene3:ProvideCityInformationforGuestwithaReservationO:Goodevening.SheratonBeijing.Operatorspeaking.HowmayIhelpyou?G:Goodevening.IwilltoBeijingnextweekandIhavemadeareservationatyourhotel.AsIwillspendthewholeweekinBeijingbutIhaveneverbeentoBeijingbefore,couldyouforme,please?O:Certainly,sir.TheForbiddenCityisoneofthegreatestmonumentsonearthandyoucanexperienceChina'sgloriouspastatfirsthand.AndtheTempleofHeavenisreligiousarchitectureoccupyingahugesite.Ifyoucanaffordawholedayforsightseeing,theGreatWall.ThereisafamousChinesesaying:“.”O(jiān)：OperatorG：GuestbeonbusinesstriprecommendsomeplacesofinterestsagreatexampleofisreallyworthvisitingHewhodoesnotreachtheGreatWallisnotatrueman下一頁(yè)Scene3:ProvideCityInformationforGuestwithaReservationG:Great!ThenwherecanIgoshoppingandwhatifIwanttobuysomeartsandcrafts?O:Forshopping,youcanvisitdozensofatWangfujingStreet.IfyouareinterestedintraditionalChineseartsandcrafts,Liulichangistheperfectplaceforyou.G:Thankyoufortheinformation.Thatwouldbeveryhelpfulforme.O:Youaremorethanwelcome,sir.Lookingforwardtoyourcoming.O：OperatorG：Guesttop-classdepartmentstores上一頁(yè)P(yáng)racticeMakeupconversationsaccordingtotheinformationprovidedbelow:YouareanoperatorinHualuxeHotel.YoureceiveaphonefromMissJenniferZhang'sfriend.JenniferZhanghappensnottobeinthehotelandhermobilephoneispoweredoff.YouaskthecallerifhewantstoleaveamessageforMissZhangwithhisphonenumbersothatMissZhangcancallhimbackwhenshereturns.Task2Oneoftheguestsasksforawake-upcalltomorrow.Haveaconversationbetweenoperatorandtheguestwiththeinformationgivenbelow.Guest'sName:JenniferZhaoRoomnumber:1616Request:Amorningcallat6:00a.m.Arrangement:Leavethehotelat6:30tomorrowmorningandflytoHongKong.Ataxiisneeded.Task1Operator總機(jī)ServiceContent服務(wù)內(nèi)容Answerandconnectincomingcallstoguests,outletsandadministration.接聽(tīng)來(lái)電并轉(zhuǎn)接給客人、各服務(wù)崗點(diǎn)及行政部門。Respondtocallsfromguestsusingspeed-buttoninguestrooms.回應(yīng)客房快捷服務(wù)電話。Providehotelinformationtocallersandguestswhenrequired.如有需要，為來(lái)電者及客人提供酒店信息。Wake-upcallservice.叫醒服務(wù)。Assistguestswiththehotel'svoicemailsystem.協(xié)助客人使用飯店的語(yǔ)音留言系統(tǒng)。Handleroom-to-roomcalls.處理房間與房間之間的電話。Takein-roomdiningbookings.接受送餐服務(wù)的預(yù)訂。AssistwithInternetconnectivityrelatedenquiries.協(xié)助處理互聯(lián)網(wǎng)連接的相關(guān)問(wèn)題。Handleguestrequestsforlatecheck-outsandearlycheck-ins.處理客人延遲退房和提前入住的要求。Delivermessages.發(fā)送信息。Dispatchanddeliveritemsrequestedbyguestrooms.派送住客要求的物品。Coordinatelaundry/valetpick-up/shoespolish.協(xié)調(diào)洗衣/收取衣物/擦鞋服務(wù)。Coordinatelaundrydelivery,pressing,mendinganddrycleaning.協(xié)調(diào)送衣、熨燙、縫補(bǔ)和干洗。Coordinateluggagepickingupanddelivering.協(xié)調(diào)行李的收取和發(fā)送。MakeroomreservationsafterReservationSectionworkinghours.在預(yù)訂部下班后，完成房間預(yù)訂工作。DispatchEngineeringstafftoguestrooms.派遣工程人員到客房維修。Callbackgueststoensureguestsatisfactionwithinacceptabletimeframe.在規(guī)定時(shí)間內(nèi)回電給客人以確?？腿藵M意。Assistwithanyotherissues,questionsorrequestswhichmightoccur.協(xié)助處理可能發(fā)生的其他事件、問(wèn)題或要求。ServiceStandards服務(wù)標(biāo)準(zhǔn)Allcallswillbeansweredwithinthreerings.所有電話應(yīng)在三聲鈴響之內(nèi)接聽(tīng)。Wheneverknow,callers'andguests'namesshouldbeused.只要知道，都應(yīng)該使用來(lái)電者和客人的姓名稱呼。Allcallsshouldbeconnectedtotherequestedextensionorguestroomwithoutdelay.所有電話要正確高效地轉(zhuǎn)接到來(lái)電者所要求的分機(jī)或房間。Callersshouldbeofferedtoleaveamessageifthelineisbusyorthereisnoanswer.如電話占線或無(wú)人接聽(tīng)，要及時(shí)為客人提供留言服務(wù)。Requestsforwake-upcallswillbehandledpromptly,withallinformationrepeatedbacktotheguest,toensurecorrectwake-uptime.迅速地處理叫醒電話，并復(fù)述所有信息，以確保正確的叫醒時(shí)間。Detailedinformationandassistancewillbegivenaboutthehotel'svoicemailsystemwhenrequested.如有需要，提供酒店語(yǔ)音留言系統(tǒng)的詳細(xì)信息和幫助。Conversationswillbefriendly,courteousandefficient.對(duì)客交談應(yīng)友好、禮貌、高效。ServiceStandards服務(wù)標(biāo)準(zhǔn)AllGuestServiceAgentswillhaveagoodcommandofEnglishandallrequestswillberepeatedbacktoensurecorrectandefficientresponse.所有的前廳接待員要求具備較好的英文水平，以便能夠正確有效地回復(fù)客人的要求。Up-to-dateknowledgeofallhotelservices,opening-hoursofoutletsandenvironmentalinformationarealwaysmaintained,toensurecorrectinformationandassistanceatalltime.隨時(shí)更新酒店服務(wù)項(xiàng)目和各部門的營(yíng)業(yè)時(shí)間以及其他周邊信息，確保任何時(shí)候?yàn)榭腿颂峁┱_信息和幫助。Allrequestsareforwardedtothepointsofcontactintherespectiverelevantdepartmentswithoutdelay.所有要求應(yīng)立即轉(zhuǎn)給相關(guān)部門。Allrequestsareproperlyloggedandfolloweduptoconfirmtherequesthasbeenmettotheguest'ssatisfaction.正確記錄客人的所有要求并跟進(jìn)服務(wù)，確保最大限度地滿足客人的要求。TheGuestServiceCenterAgentwilltakepersonalresponsibilitytoansweranyguestquestionsandrespondtoanyrequesttheguestmighthave.賓客服務(wù)員工將負(fù)責(zé)處理客人的任何問(wèn)題并回應(yīng)客人的任何要求。Thankyou謝謝Project2Reservation01WordsandExpressions02UsefulExpressions03StandardOperationProcedures04Dialogues05Practicecontents行業(yè)PPT模板/hangye/06SupplementaryReadingWordsandExpressionshospitality n.

款待；好客cordial adj.熱情有好的substantial adj.大量的；可觀的popularity n.普及；流行category n.種類；范疇criteria n.標(biāo)準(zhǔn)；尺度singleroom 單人間doubleroom 大床間superiorroom 高級(jí)間deluxesuite 豪華套房executivesuit行政套房availableadj.可獲得的;有空的confirm v.確定；確認(rèn)guarantee v.確保；擔(dān)保directly adv. 直接地reserve v. 預(yù)訂request n. 要求；請(qǐng)求view n. 景色peakseason 旺季creditcard n. 信用卡expense n. 費(fèi)用prefer v.更喜歡；寧愿airportpickupservice接機(jī)服務(wù)postpone v. 延遲fortunatelyadv. 幸運(yùn)地period

n.期間；時(shí)期bottom n. 底部luxury adj. 豪華的exquisiteadj.精致的；精美的opulent adj.極富有的；富麗堂皇的experiencen.經(jīng)歷；經(jīng)驗(yàn)；體驗(yàn)impressionn. 印象responsibilityn. 責(zé)任gather v. 收集personalized adj. 個(gè)性化的assign v. 分配opportunity n. 機(jī)會(huì)confirm v. 確認(rèn)occupancy n.占有；居??；使用major adj.主要的；較多的recommend v. 推薦prompt adj. 迅速的courteousadj. 有禮貌的accurate adj.準(zhǔn)確的；精準(zhǔn)的vacate v. 空出primary adj.主要的；基本的smoothlyadv.平穩(wěn)地；順利地section n. 部門；部分WordsandExpressionsUsefulExpressions1.Whatkindofroomwouldyouliketohave?2.Doyouprefersmokingornon-smokingrooms?3.Forwhichdates?4.Howlongdoyouplantostay?5.Isitjustfortonight?6.Wehaveasingleroomavailableforthosenights.7.WecanconfirmadoubleroomforJune16andJune17.8.Unfortunately,we'vefullybookedfordeluxesuites,butIcanbookyousuperiorrooms.9.Canwefindyouaroominanotherhotel?10.Sorry,wewon'tbeabletoguaranteeyouasuperiorroomforJune1.UsefulExpressions10.Sorry,wewon'tbeabletoguaranteeyouasuperiorroomforJune1.11.CouldItakeyourname,please?12.MayIknowyourphonenumber,please?13.Who'sthereservationfor?14.MayIhaveyouremailaddress,please?15.JustcontactmedirectlyandIwillpayalltheexpensesinyourhotelforher.3.StandardOperationProceduresofRoomReservations1.Answerthephonecorrectly,usingthestandardgreeting.2.AccesstothePMSguestprofiletocheckifguestisareturnguestornot.3.Askifthecallerisamemberoftheloyaltyprogram,orifhehasstayedwithusbefore.Incaseofreturnguest,obtainguestnameandcheckguestprofileforpreviousrate.(Incaseofreturnguestbooking,besuretoconfirmtelephonenumbercontactisstillvalid).4.Forallrepeatbusiness,makethebookingbyusingtheexistingGuestProfile,ratherthancreatinganewone.Confirmallinformationiscorrectinprofile.5.Assoonastheguestnameisknown,addresstheguestbynameasmuchaspossible.StandardOperationProceduresofRoomReservations6.Identifytheroomtypeanddaterequired,andcheckavailabilityinthePMS.7.Whererequestedroomisavailable,quoteappropriaterateandaskguest'MayIbookthatforyou?'(Ifroomtypeisnotavailable,refertoprocedurerecheckingavailability).8.UponagreementfromtheguestobtainthefollowinginformationandkeyinthePMS:Guestname(checkspellingofsurnameandfirstname)ContactnumberCompanyname/addressincaseofcorporatebookingStandardOperationProceduresofRoomReservationsPaymentmethod(ifcompanyisonchargeback,checkthecreditfacilitiesofthecompanyhasbeenestablished,andadvisecallerthatauthorizationistobereceivedpriortoguest'sarrival)Explainhotelguaranteeand6pmreleasepolicyObtaincallerloyaltyprogrammembershipnumberOfferchoiceofsmoking/non-smokingroomIfpossible,obtainflightdetailsandarrivaltimeAskifcallerrequirestransportationfromtheairportandquotepricesaccordingly9.Brieflyrepeatmainbookingdetailstocallertoconfirmalliscorrect,includingtheroomtype,rateandarrival/departuredate.10.Ifguestrequestsaconfirmationoftheirbooking,reply'Certainly,itwillbesentin2hoursandatthesametimeobtainthephonenumber/emailaddressandrecordinthePMS.StandardOperationProceduresofRoomReservations11.Lookforanopportunitytoupsellortosellotherhotelfacilities,includingupsellingroomtypes,foodandbeverageproductsorhotelservicesetc.

Forexample:Afamilygroupof2adultsandachildmaybeanopportunitytoupsellastandardroomtoasuite

–“Wedohaveasuiteavailableforthatevening.Ithasaseparatebedroomforprivacyandmorespacethanthestandardroom.Itisonly…”Likewise,abusinesspersonwhoismeetingpeopleherecouldalsobeofferedanupgradetoasuite

–“wehaveasuiteavailableatthattime,whichhasaseparatebedroomandaloungewhereyoucouldconductyourmeeting.Itisonly…”O(jiān)therhotelfacilitiescouldalsobesold,includinghireofmeetingroomintheBusinessCenter,orawelcomegiftforacallerwhoidentifieshisbookingasaVIP.StandardOperationProceduresofRoomReservations12.Closethecallbysaying“Welookforwardtowelcomingyouonthe…”13.Waitfortheguesttohangupbeforeterminatingthecall.Scene1:FITReservationMr.GeorgeSmithiscallingInterContinentalHangzhoutoreservearoom.TheReservationistreceiveshisphonecall.R:Goodmorning,Reservation.AliceSpeaking.HowmayIhelpyou?G:Goodmorning.I'dliketoreservearoom.R:MayIhaveyourname,sir?Andfor