《饭店实用英语》课件-scene-2.ppt

1、Hotel Practical EnglishScene 2 Check-inTeaching ProceduresExercises 4Text3Hotel Practical English2Case Study5Home Reading6Free Talk1.Free Talk 1.Why is the registration process so important?2.Does the Front Desk complete the duties after the guest checks in?Give good reasons to support your opinion,

2、please.Hotel Practical EnglishDialogue 1 I Have a Reservation with You（F：Front desk clerk G：Guest）F:Good morning,sir.Welcome to Palace Hotel.How may I do for you?G:Good morning.I have a reservation with you.My secretary called and booked a room three weeks ago.The reservation should be for a single

3、bed,smoking room.F:What name is the reservation under?G:It should be under William James.F:Let me see.It seems there is no James listed for a room for tonight.G:Here is the confirmation number.Would that help?It is 700213.I had the room booked with a Master Card.F:Ah,yes,here it is.You have a single

4、 room,smoking on the 6th floor.I just need to see some identification and the Master Card you booked the room with if you dont mind.Hotel Practical EnglishG:Sure,here you are.Would it be possible to check out and pay the bill in the morning,too?F:Yes.You can settle your bill in the morning,but we re

5、quire a 20%deposit.I can just keep a record of your Master Card on file.G:I see.What time is breakfast served at?F:There is a continental breakfast buffet from 6:30AM to 10:00AM.Its in the lobby.Ive got you all set up if you could just sign here,and initial here.G:OK.Is this all right?F:Yes.Here is

6、your keycard,sir.Anything else I can do for you?G:Yes,could you call me a taxi,please?F:Of course,sir.Hotel Practical English Dialogue 2 Can I Get a Room in Your Hotel?（H：Hotel receptionist G：Guest）H:Good afternoon,maam.Can I help you?G:Good afternoon.Can I get a room in your hotel,please?H:Do you h

7、ave a reservation with us,maam?G:Im afraid I havent done any room reservation.I tried to do hotel online booking.But that hotel reservation software wasnt working then.H:What kind of room do you want,maam?G:A single room,please.H:Would you prefer a smoking or a non-smoking room?G:Non-smoking.H:Just

8、a moment,please.I have to check if there is a room available.Yes,Room 452 is vacant.Can I have the name please?G:Mrs.Lucy Cooper.H:OK,Mrs.Cooper.Are you checking out tomorrow?G:Yes,I am.What time do I have to check out by?.Hotel Practical EnglishH:You may check out before 12:00 PM.Would you please f

9、ill out this registration form?G:Yes.Here you go.H:Thank you.Excuse me,Mrs.Cooper.You forgot to fill in your visa number.G:Did I?Let me see that.Oh,sorry.Here you are.H:Can I have your passport,please?G:Yes.Here it is.H:Would you mind leaving your passport here for an hour or so?We have to make a co

10、py of your passport and visa for our records.G:Certainly not.H:Can I take a credit card for the deposit?G:Yes,sure.Can you give me a wake-up call at 6.00 AM in the morning?.Hotel Practical EnglishH:Certainly,Mrs.Cooper.Here is the key to Room 452.Your room is on the 4th floor and its on the left.Ill

11、 get the porter to take your luggage up for you.Enjoy your stay,Mrs.Cooper.G:Thank you.Text Guest RegistrationOne of the first opportunities for face-to-face contact with a hotel occurs when the guest registers.At this time,all the marketing efforts and computerized reservation systems should come t

12、ogether.Will the guest receive what has been advertised and promised?The front desk clerk,called hotel receptionist as well,who is well trained in the registration process must be able to portray the hotel in a positive manner.This good first impression will help ensure an enjoyable visit.The first

13、step in the guest registration process begins with capturing guest data such as name,address,zip code,length of stay,etc.,which are needed during his or her stay and after departure.Various departments in the hotel require this information to provide service to the guest.The registration process con

14、tinues with the extension of room selection,room rate application,opportunity to sell hotel services,room key assignment,and folio processing.Continually efficient performance of the registration process is essential to ensuring hospitality for all guests and profitability for the hotel.Text A check

15、-in time is the time in which guests are permitted to have access to the hotel room.The actual check-in time varies from hotel to hotel with some being as early as noon and others from 2:00 PM to 4:00 PM.Hotel check-in time indicates the time from which the hotel starts charging for the day.No one u

16、nder the age of 17 will be registered as a guest unless accompanied by a custodial parent or guardian.A receptionist is the first person that hotel guests see when they arrive to check in.Therefore,a hotel receptionist has an important job of making people feel welcome,being efficient and dealing pr

17、ofessionally with enquiries.In this work the tasks include welcoming guests as they arrive,allocating them a room and handing out keys to guests or porters，taking and passing on messages.A receptionist will probably also have to put together the guests bill,take payment and help guests with any spec

18、ial requests.A receptionist sometimes has to order a taxi for the guest and book excursions on request,for example theatre or sightseeing trip.A hotel receptionist needs to be warm-hearted,friendly and helpful,efficient and professional,well-organized and able to handle several tasks at once.Exercis

19、es The following is a role-play activity to practice helping guests check in a hotel.Divide the class into two groups:hotel receptionists(R)and hotel guests(G).And then ask the students to work in pairs.The following is a conversation just as a sample.The students can create conversations as they li

20、ke.G:Hi.I have a reservation for tonight.R:Welcome to Capital Hotel.May I have your name,sir?G:Its Godina.John Godina.R:Okay.Mr.Godina.Thats a room for four,andG:Excuse me?You mean a room for four dollars?I didnt know the special was so good.R:No,no.According to our records,a room for four guests wa

21、s booked under your nameG:No.No.Hold on.There must be some mistakes.R:Okay.Lets check this again.Mr.John W.Godina for tonightG:Ah.Theres the problem.My name is John Godina,not John W.Godina.You must have two guests under the name.Exercises R:Im sorry,sir.Let me check this again.Oh.Okay.Here we are.J

22、ohn Godina.A room for one for the 23rdG:Wait,wait!It was for tonight.Not tomorrow night.R:I dont think we have any rooms for tonight.There is a conference tomorrow in the hotel.Lets see.Yeah,no rooms.G:Ah come on!You must have something.R:Well.We do have some rooms under renovation with just a roll-

23、a-way bed.None of the normal amenities like a TV or working shower or toilet.G:Come on,man.There must be something else.R:Well.Let me check my computer here.Ah!G:What?R:There has been a cancellation for this evening.A honeymoon suite is now available.G:Great.Ill take it.R:But Ill have to charge you

24、three hundred dollars for the night.Guest:Ah.Man.I should get a discount for the inconvenience.Exercises R:Well.The best I can give you is a 15%discount plus a ticket for a free continental breakfast.G:Hey.Isnt the breakfast free anyway?R:Well,only on weekends.G:I want to talk to the manager.R:Wait,

25、wait,Mr.Godina.I think I can give you an additional 20%discount and Ill throw you in a free room for the next time you visit us.G:Thatll be a long time.Case StudyChecking in for a Group Receptionist(R)Guest(G)R:Good morning.May I help you?G:Yes.Our company has already made a reservation for this wee

26、kend.R:Whats its name,madam?G:Crown Toys Corporation Ltd.R:Let me see.(Looking at the register).Yes,your staff of 40 people are on a tour,for September 1st and 2nd,one suite,19 twin-bed rooms.Is that right?G:Yes.The suite is for the head,and the twin-bed rooms for the rest of the staff.R:Would you p

27、lease put it down on the registration forms?G:Okay.But two of our colleagues havent turned up yet and we have no idea when they will arrive.R:Dont worry,sir.Since yours is a guaranteed reservation,well block the room for 24 hours in case of no-show.But the expense is on your side.G:No problem.Case S

28、tudyR:I see.Is your company going to cover all the expenses?G:Yes.It will cover all the expenses with our voucher.R:Very well.Your rooms are on the sixteenth floor.Here are the room key-cards for you to assign to your members.The bellboys will help you with your luggage.G:Thank you.Read the above co

29、nversation and complete the outline.You should write your answers in no more than three words.Crown Toys Corporation Ltd.has already made a reservation for 1 .2 will stay in the suite.Although a couple of persons didnt come,the hotel will keep the room for 3 .Crown Toys Corporation Ltd.will pay for

30、all the staff with 4 .All the rooms that Crown Toys Corporation Ltd reserved are on the same floor,that is 5 .Home Reading Treating Guests as Friends Why will guests want to return to the hotel they chose first?A friendly face that actually cares for them is essential aspect of the enjoyment of thei

31、r long stay.The best time to let a guest know that they will be treated differently by the hotel that he or she stays in is by being hospitable during check-in.This is the perfect opportunity to surprise the guests and show them that all the staff in the hotel care about them.As a qualified staff,no

32、 matter what mood you are in and no matter what position you are in,you should treat guests as friends.When guests arrive at the hotel after a long journey,they usually feel very tired.What they need is a speedy check-in.But there are still some guests who would like to have a short rest even before

33、 check-in.So its necessary to offer a seat to the guest who just arrives at the Front Desk.If the guest is eager to get a swift check-in,he will refuse the chair.Even though he doesnt take advantage of the offer,he will have a good impression on the hotel.In addition,if he can get a swift check-in,h

34、e will feel that the hotel cares for him sincerely.He will be happy to stay in the hotel.Helping guests as friends is a good way to show that the hotel really appreciates their patronage.Thus,the new guests will become the regular customers.Home Reading Read this passage again and give brief answers

35、 to the following 5 questions.1.What is the most important element that the guest would like to go back to the same hotel?_.2.When can the guest feel that he was warmly treated or not in the hotel?_.3.Why are most guests eager to get a swift check-in?_.Home Reading 4.What should the well-trained receptionist do when guests come?_.5.How does the receptionist do to get an unhurried opportunity to explain the amenities that the hotel has to offer?_.Thank you!