资源简介

(共50张PPT)
酒店英语实训教程
Chapter 1 Front Office Department 前厅部
Unit 1 Concierge Service 门房服务
Training Objectives实训目标
After learning this unit, students will be able to:
1. Introduce services provided by concierge center.
2. Offer excellent & efficient service to customers.
3. Understand the exact procedures.
4. Solve problems that may occur in a day to day concierge operation.

Working Procedures工作程序
Greeting Guests → Offering Assistance → Keeping Luggage for Guests → Accompanying Guests to the Front Desk → Delivering Luggage to Guests’ Room
Useful Words and Expressions
1. limousine 豪华轿车
2. limousine service 机场接送服务
3. luggage tag 行李牌
4. itinerary 路线
5. historical interest 名胜古迹
Useful Sentences
Bellboy
Customer
Greetings
1. Good morning/Good afternoon/Good evening.
2. Did you have a pleasant flight
1. Good morning. I have a room reservation in your hotel.
2. Wonderful.
Offering Services
1. Let me assist you with your luggage, sir.
2. How may I assist you
3. May I have your name, please
4. May I help you with your luggage
5. Is there anything else I can do for you
6. The Front Desk is over there.
7. I hope you have a pleasant stay with us.
1. That would be nice.
2. Thank you very much.
Section B Handling Complaints/Case Discussion 投诉处理/案例讨论
There is something wrong with the swimming pool at the hotel. A French guest complains about it because he likes swimming. The next day, he calls the concierge and tells him he wants to swim and asks for a taxi in 20 minutes. But the taxi doesn’t come in time. He calls again and loses his temper. Five minutes later, the taxi comes to the front gate. The concierge politely tells the guest that he should pay the taxi driver 90 yuan as it arrives. However, the guest thinks that the hotel must pay for it.
If you were the concierge, how would you handle the situation
Section C Practical Tips小贴士
Tips for Concierge
1. Pay attention to vehicle parking. Don’t let the cars block the driveway.
2. Try your best to address guests by their names.
3. Open the door with left hand; cover the top of the vehicle with right hand (except people from Thailand).
4. For elderly or disabled guests, open the door and support them to get out of the vehicle.
5. Use the trolley when there are more than two pieces of luggage.
6. Unload luggage piece by piece and be very careful with them.
7. Don’t ask for cash or tips from the guests.
8. Guests with bags should be offered assistance immediately.
Section E Summary总结
In this unit, we have learned how to offer assistance when the guest arrives at the hotel. We also have learned the etiquette for the concierge. As a bellboy, he/she should always keep eye contact, speak with a warm smile, be polite, patient, eloquent, knowledgeable and professional.
Unit 2 Information Service 问询服务
Training Objectives实训目标
After learning this unit, students will be able to:
1. Give information to the guest in a polite and professional way.
2. Obtain knowledge about the procedures of information service.
3. Provide excellent service to the customers.
Working Procedures工作程序
Greeting Guest → Offering Assistance → Giving Information → Extending Further Assistance → Expressing Appreciation
Useful Sentences
Waiter/Waitress
Customer
Giving Information
1. How may I assist you
2. May I have your name please, sir
3. It will be difficult to see all these places in one day.
4. Have a good trip.
1. Can you tell me where I should go
2. How should I get there
3. I see. Can you get me a taxi
4. You are so helpful.
Section B Handling Complaints/Case Discussion 投诉处理/案例讨论
At the Front Desk
Lily Knaust is an in-house guest. She feels uncomfortable today, so she goes to the Front Desk to ask what kind of Spa treatment she can have around 11:00 in the morning. The receptionist suggests her to try Traditional Chinese Massage, today there is a promotion in the hotel for 399 RMB for a one hour massage. But the receptionist doesn’t notice that the promotion is only available from 14:00 to 17:00. After Lily finishes the treatment, she is told to pay the full amount of 699 RMB instead of the promotion rate of 399 RMB. Lily is very angry and she refuses to pay more than 399 RMB.
As the receptionist, how would you handle this complaint
Section C Practical Tips小贴士
Tips for Information Service
1. Remain positive, never appear impatient.
2. Never discuss personal/work problems with the guests.
3. Continue conversations with guests only if they seem interested in topics.
4. All information should be current and kept in a tidy, orderly state.
5. The hotel needs to have local information:
City Map in English and Chinese,
Telephone Directions,
Business Directions,
Restaurants with Various Cuisine,
Transportation Arrangements,
Medical/Dental Hospital,
Tours and Sightseeing Options,
Shopping Centers,
Religion Places,
Entertainment Center,
Other Hotels.
6. As much detailed information as possible should be offered to the caller.
Section E Summary总结
In this unit, we have learned how to provide information to the guests. We need to address the guest’s by name all the time to show our respect. Don’t forget to extend further assistance at the end and a farewell to end the conversation.
Unit 3 Check-in 登记入住
Training Objectives实训目标
After learning this unit, students will be able to:
1. Know the room types.
2. Master the working procedures of check-in.
3. Deal with complaints that may occur while checking in.
Working Procedures工作程序
Greeting Guests → Asking if They Have Reservations → Checking Reservation List → Arranging Rooms →Confirming the Payment → Finishing the Form → Expressing Appreciations and Wishes
Useful Words and Expressions
1. vacancy 空房
2. identification card 身份证
3. schedule 时间表
4. luxurious 奢侈的，豪华的
5. deluxe 豪华的，华丽的
6. contact 联系
Useful Sentences
Receptionist
Customer
Offering Service
1. Welcome to our hotel. How may I assist you
2. Nice to have you here.
3. My pleasure.
4. Hope you have a pleasant stay with us.
5. You’re welcome. We are glad to serve you at any time. Have a pleasant stay at ABC Hotel.
6. Do you have a reservation
7. Under what name was the reservation made
8. When was it made
9. May I see your passports
10. Would you please fill in the registration form
1. I want to check in.
2. Thank you.
3. Certainly.
4. I’m afraid not.
Taking Payment
1. How would you like to settle your bill
2. How would you like to pay We accept credit cards, in cash or with a traveler’s check
3. Here is your receipt.
1. In cash.
2. By credit card.
Section B Handling Complaints/Case Discussion 投诉处理/案例讨论
A guest checks in at the ABC Hotel at 1:00 am. When he enters the room, he complains that the room and the bed are too small, and he is not able to connect to the Internet. He wants to cancel his check-in and get his money back. There is no available room at that moment, and the money has been put into the electronic account, so they cannot give the money back to the guest. The guest doesn’t accept this and complains that they cannot refund the guests money.
How would you deal with this case if you were the staff of Front Desk
Section C Practical Tips小贴士
Tips for Check-in
1. Another name for the hotel is the “courtesy industry”. We advocate (提倡) good manners and politeness.
2. If the guest pays in cash, he has to pay a deposit in advance. If the guest pays by credit card, you should ask him to give you the credit card to swipe.
3. While checking the passports, pay attention to the following information of the guest: nationality, age, occupation, passport number, the date of expiry, photo, and visa number.
4. The receptionists at the Front Desk need to complete the following tasks: check-in for guests or groups with reservations, handling walk-in guests; extending the stay; changing the room; assigning the room; leaving a message; dealing with the guests’ complaints; and giving information that the guests want.
Section E Summary小结
In this unit, we have learned how to check in guests. Receptionists must make sure that the guest’s registration card is filled out correctly. The following items are necessary for the hotels registration record: the guest’s full name, address, nationality, passport or visa number, purpose of the visit and their signature, including information such as method of payment, arrival date, room type and rate must be also correctly recorded.
Unit 4 Exchanging Foreign Currency 外币兑换
Training Objectives实训目标
After learning this unit, the students will be able to:
1. Explain how to exchange foreign currency for guests.
2. Offer excellent and efficient service to customers.
3. Understand the exact procedures.
4. Solve problems that may occur while exchanging foreign currency.
Working Procedures工作程序
Greeting Guests → Offering Assistance → Collecting Documents Required → Exchanging Money → Extend Further Assistance → Expressing Appreciation
New Words and Expressions
1. currency rate 汇率
2. exchange rate 兑换率
Useful Words and Expressions
1. rate 率
2. currency, money 货币
3. money changing 兑换货币
4. an exchange form 兑换单
5. bank note 钞票
6. note of large denomination 大票
7. note of small denomination 小票
8. foreign exchange memo 外汇兑换水单
Useful Sentences
Waiter/Waitress
Customer
Offering Services
1. Good morning/Good afternoon/Good evening.
2. How may I assist you
3. May I have your room number, please
4. Is there anything else I can do for you
5. May I have a look at your passport
6. The exchange rate for USD into RMB is 6.86.
7. This is the exchange memo.
8. Have a nice stay with us!
1. Good morning. We’d like to exchange 100 US dollars.
2. Thank you very much for your help.
3. Sure.
Section B Handling Complaints/Case Discussion 投诉处理/案例讨论
At the Front Desk
Robert Teo is from America. He has been staying at the hotel for over 10 days. He likes to travel and eat in restaurants around the city.
Today, Robert woke up early. He plans on visiting the hot spring near the city. He realizes that the amount of local currency he exchanged might not be enough for the trip today, so he goes to the Front Desk to exchange some additional US dollars. But he is told by the receptionist that one note cannot be accepted as there are some marks on it. Robert feels very upset. He cannot understand why the money is rejected since it’s not a fake bill.
As the receptionist, how would you handle this situation
Section C Practical Tips小贴士
Tips for Currency Exchange
1. Make sure the guest’s information is the same as what they are saying.
2. Make sure the exchange rate is the right amount for the currency exchanged for that day.
3. Check if the guest is an in-house guest when asking to exchange foreign currency.
4. The total RMB amount should match with the amount on the foreign currency exchange memo.
Section E Summary总结
In this unit, we have learned how to exchange money for the guest according to the hotel procedures and rules of the bank. Besides the skills and knowledge, the receptionist needs to acquire positive working attitude. To change money can mean two 50 for 100.
Unit 5 Business Center 商务中心
Training Objectives实训目标
After learning this unit, students will be able to:
1. Recognize how to provide services in a business center.
2. Explain the procedures of providing typing, photocopying, faxing and ticket service to the guests.
3. Apply the knowledge to the real-life workplace.
4. Solve problems that may occur in a Business Center.
Working Procedures工作程序
Greeting → Offering Help → Attending to Service → Getting Jobs Done → Settling the Bill → Expressing Good Wishes

New Words and Expressions
1. draft n. 草稿
2. indent v. 缩进
3. misspell v. 拼错
4. save v. 保存
5. disk n. 磁盘
6. reprint v. 重印
7. file n. 文件
New Words and Expressions
1. regulation n. 规定
2. board n. 布告板
New Words and Expressions
1. photocopy v. 复印
2. vary v. 变化
3. staple] v. 装订
New Words and Expressions
1. availability n. 可得到的人或物
2. economy n . 经济
3. qualify v. 使具备资格
4. discount n. 折扣
5. delegate n. 代表
6. provisionally adv. 暂时地；临时地
Useful Words and Expressions
Offering Help Attending to Service
（1）fax 传真 （1）receipt 收据
（2）photocopy 复印 （2）additional page 加页码
（3）typing 打字 （3）original copy 原件
（4）document 文档 （4）charges 费用
（5）pick up 捡起 （5）Internet charge 互联网收费
（6）count the amount 点数 （6）enlarge 放大
（7）inquire about 要求 （7）colour film 彩色胶卷
（8）on top of that 另外加上 （8）IDD=International Direct Dial 国际直拨
Settling the Bill
（1）surcharge 额外费用 （4）charged to the room 入房账
（2）room bill 客房账单 （5）by credit card 信用卡支付
（3）pay in cash 付现金 （6）in total 总数
Section B Handling Complaints/Case Discussion 处理投诉/案例讨论
Mr. White hurries into the Business Center with a pile of documents. He says to the clerk: “My General Manager is in a negotiation and needs these documents right away. Please fax these documents to America quickly as possible, the number is (812)858-8616.” He then gives the documents to the clerk. Seeing that Mr. White is in such a hurry, the clerk immediately begins to fax the documents. The clerk hands Mr. White the fax successfully sent report bill “OK”. Mr. White signs it with relief. “Well done!” He says to the clerk. But the next day, just as soon as the Business Center starts the day’s business, Mr. White arrives at the door, shouting: “Look, I don’t know what kind of a fax machine your hotel has! The documents you faxed yesterday weren’t clear enough to read!” The clerk looks at the original documents, there are numerous kinds of data on the documents, but still they are readable. The fax machine works well; no problems occurred yesterday, why did such thing happen to Mr. White
1. How would you deal with this incident if you were the clerk
2. What steps could be taken to keep it from happening if you were the clerk
Section E Summary总结
In this unit, we have learned the working procedures about:
how to provide typing service
how to provide photocopying service
how to provide faxing service
how to provide ticket service
As the clerk at the Business Center, he or she should perform their job both skillfully and effectively, being helpful and careful with the details concerning the job in hand. Of course, qualities such as honesty, truthfulness, and integrity are also a must for a qualified clerk. With these skills and qualities you cannot go wrong.
Unit 6 Check-out 结账离店
Training Objectives实训目标
After learning this unit, students will be able to:
1. Master the working procedures of check-out.
2. Deal with complaints that may occur while checking out.
Working Procedures工作程序
Greeting Guests → Drawing up the Bill → Checking the Bill → Asking for Payment → Making the Record → Expressing Appreciations and Wishes

New Words and Expressions
1. invoice n. 发票
2. check out 离店
3. figure out 算出
Useful Words and Expressions
1. merchant commission 贸易商委托费
2. credit limit 信用卡限额
3. IOU (I Owe You) 欠单
4. service charge 服务费
5. rental 租金
6. check 支票
Useful Sentences
Receptionist
Customer
Offering Service
1. May I help you, Madam
2. Are you checking out today
3. Would you like to check out now
4. May I have your name and room number
5. May I have your key card
6. I’ll figure it out.
7. Your bill makes a total of 3500 yuan.
8. Please check to see if the amount is correct
1. I want to check out.
2. Yes, I am.
3. Yes, please!
Receptionist
Customer
Taking Payment
1. How would you like to pay for your room
2. Here is your bill, it’s 3447 yuan in all. Please check it.
1. In cash.
2. That’s right.
续表
Section B Handling Complaints/Case Discussion 投诉处理/案例讨论
Rick should check out today, but he forgets and leaves the hotel. Now he is calling Jenny, the operator and asking what he should do. If you were Jenny, what would you do
Section E Summary总结
In this unit, we have learned how to check out guests. Receptionists must get to know the different kinds of credit cards and make sure that the bill is correct. Remember to ask the guests if they have a tab in the hotel restaurant.

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