资源简介

(共49张PPT)
Module 2
Check in
导游英语
Key Points
Check-in procedures
Discussion of itinerary
Difficult Points
How to handle the guests’ complaint the room or room arrangement
Key Points and Difficult Points
导游英语
In the peak tourist season, Xiao Zhou, the local guide, takes a group of 26 persons to Huangshan. When the guests enter the hotel, some guests compliant that the hotel looks not like a five-star hotel and want to change to a better hotel.
How should Xiao Zhou deal with the situation
Case Introduction
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Task 1 Room Reservation
Task 2 Check In
Task 3 Itinerary and Morning Call
CONTENTS
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Task 1 Room Reservation
Dialogue One Confirmation of Room Reservation
Dialogue Two Mistakes in Room Reservation
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Ⅰ Warming up
Listen and match
front office single room twin room suite
导游英语
Question:
What information should be clarified in the room reservation
How many types of rooms are available in a hotel
single room
double room
standard room
suite
deluxe suite
deluxe single rooms
deluxe double Rooms
presidential suite/Imperial suite
Japanese/French/British/Roman /Chinese suite
honeymoon suite
Group Discussion
导游英语
标准单人房 standard single 标准双人房 standard double 标准双人对床房
standard twin
高档单人房 superior single 高档双人房 superior double 高档双人对床房
superior twin
豪华单人房 deluxe single 豪华双人房 deluxe double 豪华双人对床房
deluxe twin
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How to confirm the room reservation
How to change room reservation
How to ask for discount
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How to introduce the room types
How to confirm the room reservation
I would like to confirm my room reservation in your hotel.
I have a reservation for tonight. It is under Tina Williams. I would like to confirm the reservation.
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How to change room reservation
This is Xiao Li, a local guide from China International Travel Service. I would like to change my room reservation in your hotel.
I would like to add one suite.
I want to change two single rooms to two suites.
I want to cancel my reservation.
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How to introduce the room types
We have Chinese suite, Japanese suite, and Presidential suite. Which would you like
Why not try our superior single
What about/How about our deluxe double
I strongly recommend the business suite. It is well decorated, cozy and comfortable.
Would you care to have the Chinese suite It is decorated in the Ming style and has the taste of ancient Chinese culture.
导游英语
How to ask for discount
Can you give me a discount
Can I get a discount
Can you lower the price a bit
Answers
we can give you 20% off.
You can get a 10% discount.
I am sorry. We have no second price.
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Ⅲ Exercises
Match the following Chinese with the correct English versions.
d (2) I (3) e (4) g (5) j
(6) h (7) f (8) a (9) b (10) c
导游英语
2.Translate the following Chinese into English.
喜来登酒店前台。有什么需要帮助的吗？
请稍等。我查一下。
一间双人房要多少钱呢
我想确认一下预订信息。
我想加一间双人房，一间单人房。
我想把一间双人房改为套间。
双人房和套间的价格差多少？
我们是有协议价的。
可以打折吗？
(10) 很抱歉，这是我们的最低价。
导游英语
(1) Sheraton Hotel, front desk. What can I do for you
(2) One moment, please. Let me check.
(3) How much is a double room
(4) I’d like to confirm the reservation information.
(5) I’d like to add a double room and a single room.
(6) I want to change a double room into a suite.
(7) What’s the price difference between a double room and a suite
(8) We have an agreement price.
(9) Can you give me a discount
(10)Sorry, this is our lowest price./Sorry, this is our bottom price.
导游英语
3.Fill in the blanks with appropriate words and expressions.
A: Good morning. Front office. What can I do for you
B: Good morning. I made a reservation five days ago. I would like to confirm my reservation.
A: May I have your name/full name, please
B: Fang Xiang,
A: Wait a moment. Let me check. Yes, you reserved 5 French suites for October 11th, right
B: Yes. Can you arrange the suites with a view of the sea
A: I am sorry. I can only give you two suites with a view of the sea. You know, now it is the peak season and our hotel has high occupancies.
B: I understand. That is ok. My guests will arrive at about 8:00 pm. Is the hotel restaurant still open then
A: Don’t worry. It is still open.
B: That is great. Thanks a lot.
A: It is my pleasure.
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Task 2 Check In
Dialogue One Check in for the Tour Group
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Dialogue Two Guests are not Satisfied with the Room Arrangement
Ⅰ Warming up
Listen and match
passport deposit receipt QR code room card
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Question:
What should a local guide do when checking in the tour group at the hotel
How to get reservation information from guests
How to register the guest
How to deliver the room key/card
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How to ask for the payment
How to get reservation information from guests
Have you made a reservation (before)？
Have you got a reservation
Any reservations
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How to register the guest
May I have your passports and landing cards of your tour members
Could I see your passports, please
May I have your visa, please
Do you have any identification
Would you mind filling in the registration form
导游英语
How to ask for the payment
How are you going to pay, in cash, by credit card, or with traveler’s check
Could I pay with Ali-pay or WeChat
I’m afraid I haven’t brought enough cash with me. Do you honor credit cards
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How to deliver the room key/card
These are your room cards and breakfast coupons. Please keep them.
These are the room cards from room 101-109.
Here is your room card. Your room number is 706. Enjoy your stay in our hotel.
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What should you do when the guests are not satisfied with the room or the room arrangement
Listen to the complaint patiently and know the reason for the dissatisfaction
Make apologies
Offer solutions (e.g. fix up the equipment, clean up the room, change the room of the same type, change the room of different type)
Clarify the additional cost in advance if there is any
Group Discussion
导游英语
Ⅲ Exercises
Match the following Chinese with the correct English versions.
e (2) f (3) d (4) h (5) a
(6) b (7) j (8) i (9) g (10) c
导游英语
2.Translate the following Chinese into English.
(1)请把护照给我。我去给您办理入住。
(2)我预订了5间单人房，5间双人房。
(3)这个房间是个海景房。
(4)很抱歉，酒店已经没有空房了。
(5)我问一下前台还有没有空房。
(6)如果您要换房间的话，需要支付200元的差价。
(7)大家对房间有什么不满意的地方，请及时告知我。
(8)这是您的房卡和早餐券。
导游英语
(1) Please give me your passport. I’ll check in for you.
(2) I have five single rooms and five double rooms.
(3) This room is a sea-view room.
(4) Sorry, the hotel has no vacant room/there is no vacant room.
(5) I will call the front desk to see if there is any room available.
(6) If you want to change your room, you need to pay 200 yuan extra.
(7) Please do not hesitate to let me know if you are not satisfied with the room.
(8) Here is your room card and breakfast coupons.
导游英语
3.Fill in the blanks with appropriate words and expressions.
A: Good morning. What can I do for you
B. I am the tour guide from CITS. I want to check in for my tour group.
A: May I have your name, please
B: My name is Li Ming.
A: Wait a moment, let me check. Oh, yes, you booked 8 deluxe suites from May 1st to May 4th, right
B: That is right.
A: Please give me the passports.
B: Here you are. By the way, can you arrange all the suites on the same floor
A: I am sorry to say that it cannot be arranged. You see, it is the peak season. But I can arrange 4 suites on the 10th floor and the other 4 suites on the 11th floor. Is that acceptable
B: That is good.
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3.Fill in the blanks with appropriate words and expressions.
A: Please pay 1600 yuan as deposit. How would you like to pay Alipay or by credit card
B: Credit card, please.
A: Here is the deposit receipt. Please keep it.
B: Thank you.
A: These are the room cards and breakfast coupons.
B: Thank you. What time will the breakfast served
A: From 6:30 a.m. to 10:00 a.m. The dining hall is on the second floor.
B: Thank you for your information.
A: Is there anything else I can do for you
B: That is all. Thanks a lot. Bye.
A: Bye.
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Task 3 Itinerary and Morning Call
Dialogue One Discussion of Itinerary and Time of Morning Call
Dialogue Two Morning Call Service
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Ⅰ Warming up
Listen and match
Bird’s Nest Water Cube the Summer Palace the Heavenly Temple
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Question:
What should a local guide do when the itinerary on hand is different from the itinerary the tour leader has received
Why should the tour guide and the tour leader check the itinerary
Prior to the arrival of a tour group, the tour guide is normally required to make a detailed study of the reception program, and draft a preliminary itinerary.
However, travel arrangements should be left to be coordinated with the tour leader, upon the arrival of the tour group.
Please note the itinerary can be tailored and open to alterations.
Group Discussion
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What should be checked in the itinerary
the scenic spots to be covered
The time distribution at different places
The number of the days
Answer the questions asked by the leader
Group Discussion
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Because of bad weather or other unpredictable forces, or the special request of the tourists, the itinerary can be adjusted.
While adjusting the itinerary, the guide can’t cancel the scenery by himself. He / She should tell make explanations to the tour leader and the tourists and discuss with them.
How to discuss the itinerary
How to deal with the itinerary difference
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How to ask for the morning call service
How to discuss the itinerary
Mr. Grant, I’ve come to discuss our itinerary. Could you spare me some time right now
Mr. Reed, have you gone over the itinerary
Let’s go over the itinerary first.
Please check the itinerary you received. As planned, we’re going to see three places today.
导游英语
How to discuss the itinerary
…is our first stop. We arrive there at 8:00 am, and stay for an hour. Then we will see…. At 11:30 am, we will meet at the East Exit, and then come back here to the hotel for lunch. After lunch, at 1:30 pm we’ll go to visit …. At 5:00 pm, we’ll start heading back to the city. Then at 7:00 pm, we’ll be back at the hotel for dinner.
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How to deal with the itinerary difference
I am really sorry for this, Ms. Reed. There must be something wrong between the communication between our travel agency and the organizing travel agency, which I’ll find out later.
According to weather reports, it may rain on the 5th while we’re supposed to be on Mount Wuyi. I’m afraid that the mountain roads are slippery when it rains, and it’s not safe for tourists. I think we need to switch the schedule — go to Mount Wuyi on the 3rd day. What do you think of it
导游英语
How to ask for the morning call service
I would like to ask for morning call service for my guests.
At what time
Please wake them up by phone at 6:00 a.m.
Please make sure that the guests have received the phone and answered the call.
导游英语
Ⅲ Exercises
Match the following Chinese with the correct English versions.
(1) c (2) d (3) b (4) e (5) a (6) f (7) h (8) g
导游英语
2.Translate the following Chinese into English.
我们来核对一下我们的行程安排。
我们的行程不一致。
这不是最后版本的行程表。
我们的行程在10月6日做了调整。
请安排早上六点半的叫早服务。
很抱歉，一定是哪里出错了。我会尽快确认原因。
我们第一天要去的是西湖和灵隐寺。
第二天的行程很紧张，有三个景点。
我们是无购物行程。如果客人要购买伴手礼的话，酒店的商店里就有提供。
我们明天早上七点在酒店大堂集合，请务必准时。
导游英语
(1) Let’s check our schedule.
(2) There is some difference between our itineraries.
(3) This is not the final version of the itinerary.
(4) Our schedule was adjusted on October 6.
(5) Please arrange a morning call at 6:30 a.m.
(6) I’m sorry, there must be something wrong. I will confirm the reason as soon as possible.
(7) On the first day we are going to the West Lake and Lingyin Temple.
(8) The next day’s itinerary was very tense, with three scenic spots.
(9) This is a no-shopping itinerary. If a guest wants to buy a hand gift, it is available in the store of the hotel.
(10) We’ll meet in the hotel lobby at seven tomorrow morning. Please be on time.
导游英语
3.Fill in the blanks with appropriate words and expressions.
A: Good morning. What can I do for you
B. I am the tour guide from CITS. I want morning call service for my guests.
A: At what time
B: At six thirty.
A: May I have the room numbers
B: Room 101-110. Ten room in all.
A: Let me confirm the information with you. Six thirty tomorrow morning, room 101-110. Am I correct
B: Yes. That is right.
A: Anything else I can do for you
B: That is all. Thank you.
导游英语
Thank you

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