酒店英語課件-入住和抱怨Checkinandcomplain詳細課件專用

酒店英語課件---入住和抱怨Checkinandcomplain詳細課件專用ReceptionandCheck-inTeachingObjectives:1.Tohelpthestudentsmasterusefulexpressionsandsentencesofbeingareceptionist.2.ToLearnwhatareceptionistshoulddowhentheguestscheckin.3.Tohelpthemmakesimilardialogues.

Basicprocedureofcheck-in:GreetingsCheckthereservationlistFillintheregistrationformCheckthedocumentsAssignroomsEnsurewaysofpayingIssuetheroomkeyRegistrationForms:RegistrationFormofResidenceforDomesticGuestsRegistrationFormofTemporaryResidenceforVisitorsRegistrationFormofResidenceforGroupLanguagepoints:1.walk-inguest沒有預訂的客人,散客2.deposit儲蓄,存款我想存款,請給我辦理一下。I'dliketomakeadepositplease.訂金;押金,保證金旅館規(guī)定凡預訂房間都要先付訂金。Thehotelrequiresadepositforall

advance

bookings.3.in/underthenameofadv.以…的名義,憑我代表總統(tǒng)前來迎接你。IgreetyouinthenameofthePresident.4.lookthrough粗略地翻閱;細審…他早飯前通常瀏覽幾份報紙。Helooksthroughseveralnewspapersbeforebreakfast.在交作業(yè)之前一定要仔細檢查.Alwayslookyourworkthroughbeforehandingitin.5.fillin&fillout填寫,填補Youneedtofillineachblanktillyoufillouttheform.6.inadvance預先,事先一切都是預先安排好的。

Everythingwasfixedinadvance.ClassroomActivitiesActivityICompletethefollowingdialogues.(MaryBrowncomestocheckinatthehotelreception)desk.M=MaryBrownR=ReceptionistR:Goodafternoon,Miss.Welcometoourhotel.M:Goodafternoon.(我在你們酒店訂了一個單人房間)

Ihavebookedasingleroominyourhotel.R:What’syourname,please?M:MaryBrown.R:(請問您是從哪兒來的?)

Wouldyoupleasetellmewhereyouarefrom?M:I’mfromAmerica.R:Letmecheck.(哦,有了.您的房號是321,這是您的房卡和鑰匙)

Oh,hereitis.Yourroomnumberis321.hereisyourroomcardandkey.M:OK.R:(請把護照給我,并填寫這份旅客登記表好嗎?)

Wouldyoupleasegivemeyourpassportandfillinthisregistrationform?M:OK…Hereyouare.R:(讓我看一下，請您填上護照號碼并簽名）

Letmesee.Pleasefillinyourpassportnumberandsignyourname.M:Oh,yes.Isthatall?R:Yes,that’sall.Thankyou.ActivityIIPutthefollowingintoEnglishorally.您好。您要辦理入住手續(xù)嗎？Wouldyouliketocheckin?請問有預訂嗎？Haveyoumadeareservation?我們有您的預訂。你要的是商務單人間，對嗎？Wehaveareservationforyou.Youhavebookedabusinesssingle

room,right?填好了，你看行嗎？Ihavefinished.Isthisallright?我看一下，哦，姓名、地址、國籍、護照號碼、簽名。Letmesee.Name,address,nationality,passportnumberandsignature.請慢走，希望您在我們飯店住得愉快。Pleasetakeyourway.Wehopeyouwillhaveagoodstayinourhotel.ActivityIIIRole-play.

AguestcomesuptotheReceptionDesk.Hebookedasingleroomfortwonightstwoweeksago.Hewantstocheckin.Thereceptionistchecksthereservationcardandaskstheguesttofillintheregistrationform.Givethetermsorphrases.1.passport2.deposit3.receptionist4.checkout5.visa6.signature7.IDcard8.roomcard9.departuredate10.destinationUnit4

Complaint

LearningObjective:Youareexpectedtoknowhowtosettlethecompliantoftheguests.

Discussion

1.Whatdoesaguestmightcomplainaboutahotel?2.Howwillyousettlethecomplaints?

Tips

Inordertosettleacomplaint,thestaffshouldalwaysremaincalm,politeandresponsible.1.Listenattentively;2.Apol