资源简介

(共38张PPT)
项目一 导游生活服务
Project Ⅰ
Service Procedure Part
项目目标 AIMS:
1.能掌握团队和散客旅游者的接团以及送团程序 （已解决）
2.能为旅游者提供酒店入住服务并处理相关问题
3.能带领旅游者顺利用餐、购物和进行娱乐活动
模块二 入店服务
Module 2 Check-in
The procedure of helping group guests check in is a little different from that of individual guests. As usual, there will be a tour leader in the group, and he will have a group visa, and the necessary information of the guests are shown on it, so it’s unnecessary for the guests to show their passports at the hotel.
The tour guide should communicate with the clerk at the front desk first and make sure he can get the right rooms, then, he should help the tour leader distribute the rooms, certainly, before showing the room keys to the guests, the guide should remind them of the necessary information of the rest arrangement.
1、协助办理住店手续
PartⅠ
Check in Guests with a Group Reservation
(Li Lei, the guide from CYTS, is showing a group to the front desk)
L:Li Lei R:receptionist S:tour leader Ms Smith G:guest
R: Good morning. May I help you
L: Good morning. I’m from CYTS, our company has reserved 15 rooms for 30 guests from Australian for two days, can we have the room now
R: Wait a moment, please.…… Yes, we have your reservation here.15 twin bed rooms. Is that right
L: Correct.
R: Could you ask your guests to fill in the registration forms now
S: That’s too slow! I’ve got a group visa with all the information of the guests, will that be all right
R: All right. Could you show it to me I must make a copy of it.
S: No problem. Here you are.
R: Thank you. Here is your group visa. And these are your room keys, from 1201 to 1215; they are all on the 12th floor.
S: Thank you.
G: Excuse me, I want to do some private things these two nights, and I don’t want to disturb my room partner, may I have a complete room myself
L: But we must make sure whether the room is available or not.
(To the receptionist)
Can you offer us one more room One of the guests wants to live by himself.
R: The room is available, but he must pay extra 300 Chinese yuan each day.
S: You can have the room, but they ask for 300 yuan per night.
G: Yes, I can accept it.
S: (To the receptionist) then, show me one more room, please.
R: Then, room 1218 is for you, sir.
S: Thank you.
(To all guests)
Attention please, now I will give the room keys to you, before that, our local guide will tell you something about the later arrangement.
L: Our rooms are on the 12th floor, you can go to your room directly, and the bellman will deliver your baggage to your room later. After a short rest in your rooms, we’ll be together in the lobby at 12:30, please take your personal things with you when you are here, after lunch we’ll go to the scenery directly, and we’ll eat outside, so don’t forget to take your cameras with you. The elevator is on your right, now our tour leader will show you the room keys.
PartⅡ
Check in with Individual Guests
(Zhang Yang, a guide from CTS, is helping two guests check in at the reception desk.)
Z: Zhang Yang R: receptionist G: guest
R: Good morning, may I help you
Z: Good morning, I’m from CTS, our company has reserved a double room for two guests from the U.S., it’s from May 21st to May 25th , can we get it now
R: Just a moment, please, let me check… yes, a double room from May 21st to 25th, we’ve reserved a room for you on the 8th floor, and will that be all right
G: Sure.
R: (to the guests) Could you fill in the two registration forms, please
G: OK. (filling in the forms) What does this mean
Z: It’s the reason of your stay, that means why you are here in the city, you can just write down “tour” or “visit”.
G: I see. And what’s the type of our visa
Z: You are here for visiting, so you can just write down “L”, that’ll be all right.
G: OK. Thank you. (to the receptionist) Is it OK
R: No problem, and could you show me your passport, please
G: Here you are.
R: (after checking) Thank you, sir. Here is your passport. And this is your room key. Number 812 on the 8th floor, I hope you will have a nice stay at our hotel.
G: Thank you. (to the guide) Can you ask the bellman to deliver our luggage to our room, please We can’t manage it.
Z: No problem. We can just wait in your room. By the way, when would you like to go out to have lunch
G: It depends on you.
Z: How about half an hour later That’s 12:15. I’ll wait for you in the lobby.
G: OK. See you then.
Z: See you. The elevator is at that corner.
G: Thank you very much.
2、介绍饭店相关设施 About the Room Facilities
PartⅠ
Introducing the Room Facilities
(Li Lei, the tour guide is showing one of the guests the amenities in the room.)
L: Li Lei B: Mr. Bellow
L: Mr. Bellow, here is the light witch, the temperature adjuster, the wardrobe and the mini-bar. Here’s the hotel’s Service Information Booklet. It gives you an idea about our services and facilities.
B: Wonderful! Thank you.L: The panel on the night stand controls the different devices in the room. That door leads to the bathroom, and there’s a laundry bag in the wardrobe. The hot water supply is round the clock①. And there’re two sockets in the bathroom, for 110V and 220V respectively.
B: Oh, I can use my electric shaver. And I feel like taking a bath to freshen up after the flight.
L: Is there anything I can do before I leave the room
B: By the way, is the tap water drinkable
L: Oh, please don’t drink the tap water. There is boiled drinking in the thermos bottle and cold drinking water in the carafe. If you need anything, please dial 8 or press the button over there.
B: Thank you very much.
L: You’re always welcome. I hope you will enjoy your stay here.
PartⅡ
Escorting the Guest into the Guest Room
(The local guide ushers Mr. Brown on to the floor of his room. The floor attendant is waiting for them.)
L: local guide B: Mr. Brown F: floor attendant
L: This is Mr. Brown of Room 1206.
F: Hello, Mr. Brown. Welcome to our floor.
B: Nice to meet you.
F: I am the attendant for this floor. We’re glad to have you here.
B: I’m pleased to be here.
F: Here we are. This is your room.
B: Oh, the room is so spacious!
F: Yes. Could I put your suitcase by the wardrobe
B: Yes, please.
F: Well, Mr. Brown, let me introduce the facilities in the room. First, here is the bathroom. The red faucet is for hot water and the white one is for cold water.
B: Is the water drinkable
L: No. You may get hot drinking water from the mini-jar, and cold drinks from the mini-bar.
B: How do you charge for the things in the mini-bar
F: There is a price list over there. Well, and this is the air-conditioning switch. The temperature in your room can be adjusted as you like.
B: Can I make IDD calls in the room
F: Yes. For IDD call, just dial 9, and then 0-0. After that, dial your country code and the area code before the phone number you want.
B: I see. Can I use my laptop to get to the Internet
F: Certainly. There is an Internet broad band access hookup on the desk.
B: Do you charge for the use of it
F: No, it’s free of charge. Would you please keep your valuables in the safe-deposit box in the wardrobe
B: Certainly. Thank you so much.
F: With pleasure. If you need any help, please let me know.
L: Thank you for your cooperation.
3、游客入住后的服务
PartⅠ
The next morning, Li Lei, the local guide asked the guests about the condition of the rooms in order to show his care. But unfortunately, one of the guests has a big trouble the night before. Mrs. Kent’s room is quite near to the baggage elevator and she couldn’t sleep well, so she is very angry now.
L: Li Lei K: Mrs. Kent M: manager
L: Good morning.
K: Good morning.
L: How are you going last night
K: Well, I hate to complain, but I really can’t stand it any more.
L: What’s the trouble exactly
K: I need to change the room. It’s too noisy; I was woken up several times by the noise the baggage elevator made. It was too much for me.
L: I’m sorry to hear that. Let me check with the front desk and I’m sure they will come up with a satisfactory solution.
(After a while)
L: Well, Mrs. Kent, they are awfully sorry for the inconvenience. They will change the room for you. There comes the manager.
M: I’m terribly sorry, Mrs. Kent. I do apologize. We will move you to another room. I’ll send a porter up to your room and help you with the luggage.
K: Thank you. I hope I’ll be able to enjoy my stay in a quiet room tonight and have a sound sleep.
M: You can count on that. And if there is anything more you need, please let us know.
K: Thank you. (to the guide) And thank you too.
G: You’re welcome. I hope you’ll be more comfortable in your new room.
PartⅡ
Mrs. White’s room is in a mess, the bathtub is not cleaned, and the pillowcases are stained, and there are no towels in the bathroom, the guests are very angry at these. Obviously, the main fault is from the hotel, but the tour guide should know the room condition in advance.
At this situation, the tour guide should comfort the guests first, and try his best to solve the problems immediately, he should contact the Front Desk and tell them the truth, and ask the room attendants to change the pillowcases, supply the missing necessities, clean the bathtub or change a room for her. In order to smooth the anger of the guests, the guide should solve the problems as quickly as possible. If it is necessary to change a new room for the guests, they’d better send a bellman to help the guest with the luggage.
G: guide W: Mrs. White
G: Good morning, Mrs. White. Is everything all right
W: No, it’s not. I didn’t have a good rest last night. The pillowcases in my room are stained and the bathtub is not clean. What’s more, there are no towels in the bathroom.
G: I am terribly sorry to hear that. I will contact with the hotel manager immediately. He’ll deal with it.
W: I have asked them to solve it. I am wondering why you put us in such a room. You should have known its condition before we arrived.
G: I apologize for this, Mrs. White. The hotel is rather short-staffed at present. The housekeeping staff should have checked your room.
W: I feel so tired this morning because I didn’t sleep last night at all. The room faces the street, it is so noisy. Could you change it to a quiet room
G: No problem, Mrs. White. I’ll talk to the receptionist and I’ll also send up a porter to help you with your luggage.
W: Thank you for your patience. You are really very helpful. We are lucky to have you as our local guide.
G: It’s my pleasure, Mrs. White. Just let me know when you need my help.
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