酒店英语前台ppt课件

实用阶梯英语酒店英语1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.22011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/影视媒体/摄影专业类9技工/普工类10财务/审计（统计）类3DiagramProgram4Program3Program2Program14Program1•FrontOffice•项目一•前厅部FrontOfficeistheanswerstationforresidencehalls.Ifyouhaveanyquestionsabouthousing,orneedassistancefromHousingstaff,ordirectionstoanewlocation,stopbyorcallandaskthedeskstaff.Theyareallknowledgeableaboutthehotel,thenearbyplaces,andthecity.Inmosthalls,FrontOfficeislocatednearthemainentrance.Also,youregister,check-in,check-out,changemoneyandaskforotherhelpsthere,soFrontOfficeisanopenwindowofahotel.FrontOfficeIntroduction前厅部介绍5HotTip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”。6HotTipMainFunctionsoftheFrontOffice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7ConciergeServices5FrontOfficeReceivingRoomReservations1Check-inServices2ExtendingtheStayandChangingtheRoom3Check-outServices48HotTipTask1ReceivingRoomReservations工作任务一受理客房预订TaskObjectives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◆receiveguaranteedroomreservations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9HotTip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10HotTipSub-task1:ReceivingFITRoomReservations子任务一受理国外散客预订情景实例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.11HotTipC: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.12•TypesofroomSingleroom13•Typesofroomdoubleroom14•Typesofroomtwinroom15•Typesofroomtripleroom16•Typesofroomsuite17ExecutiveroomTypesofroomJustaroomforexecutivesinhotel18HotTip情景实训1.RoleplayYournameisBillBrown.You’dlikeasingleroomwithshowerfromJuly18thto22nd.Thehotelreceptionistanswersthephoneandacceptsthebooking.2.Accordingtothedialogueyoumadeabove,fillinthemissinginformationintheReservationForm.19HotTipReservation#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:___________20•有保证预定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；预付订金方式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21•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。22Sub-task2:ReceivingGroupReservations子任务二受理团队预订情景实例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.23R: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.24HotTip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25HotTip情