1、English Practice for Hotel Service 酒店英语服务实训酒店英语服务实训三亚酒店品牌：三亚酒店品牌：:房务总监Room Director前台部经理Front Office MGR.客房部经理House Keeping MGR.预定 RESERVATION商务中心BUSINESS CENTER楼层客房 FLOOR SERVICE洗衣房 LAUNDRY SERVICEPA部 PA客务中心 CUSTOMER SERVICE CENTER礼宾 CONCIERGE接待 RECEPTION咨询 INFORMATION总机 OPERATOR大堂副理 ASSISTANT MGR.
2、收银 CASHIERS COUNTER房务总监：Room Director 前台经理：Front Desk/Office Manager前台主管：Front Desk/Office Supervisor大堂（副）经理：Lobby(Assistant)Manager预订部经理：Reservation Manager夜班经理：Night Manager总台接待员：Receptionist接线员：Operator开房员：Bellman楼层服务员：Floor Attendant大堂领班：Bell Captain迎宾员：Hotel Greeter机场代表：Airport Representative行李
3、员：Porter礼宾：Concierge门童：Doorman清洁工：Public Area（PA）SuiteTwin Room/Standard RoomTriple Roompresidential suite Double RoomSingle Room:Greet the guestAsk the guest of the reservation informationSearch for the room available/needed in the computer1.The date of arrival and departure2.The number of the peop
4、le3.The room type and the number of roomsGet the following information from the guestConfirm the reservationExpress your wishesForm the reservation record1.The name of the guest or the group 2.The guests telephone number:Pay more attention to using polite language.1.：What date would that be?For whic
5、h date?/For what date?/For when?How long will you intend to stay?2.：May I have your name and your telephone number?3.（重要）：“Mr.White,youve reserved(booked)a single room from the July 5 to 7 and your telephone is 0044-0246720355”.4.：I beg your pardon?/Pardon me?Sorry,I dont understand.Could you please
6、 repeat that?5.：客房已满：Some other staying date./Some other hotels.所需房间已被预定：Some other kinds of rooms.6.：We look forward to your arrival.A:A reservationist B:A guestA:Good afternoon,Hilton Hotel,Room Reservation.How may I help you?B:Id like to reserve a room from the April 20 to 22.A:Please wait a mome
7、nt.Ill check our available rooms for these days.Thank you for waiting,sir.What type of room would you like?B:A double room.Whats the room rate per night?A:238 US Dollars.Will that be all right?B:Yes,that will be fine.Thank you!A:With pleasure!May I have your name and telephone number?B:Sure.My name
8、is Michael Smith and my telephone number is 007308991998.A:Thank you,Mr.Smith.Youve booked a double room from April 20 to 22,and your telephone number is 007308991998.B:Yes,thats right.Thank you.A:Im glad to serve you.We look forward to your arrival.A:A reservationist B:A guestA:Good afternoon,Hilto
9、n Hotel.May I help you?B:Id like to reserve 12 standard rooms for a tour group.A:What date would that be?B:From July 21 to 25.A:Just a moment,please.Let me check the reservation list.Im very sorry.We only have 10 standard rooms available on July 21.Can you change the date of arrival one day later?B:
10、Oh,no,we cant.The agenda has been well arranged.A:We also have some junior suites available on the 21st.The price of a junior suite is 30 dollars more than that of a standard room,and we have a special group rate for junior suites.B:How much is a standard room per night?And what is your discount for
11、 the junior suites?A:180 dollars.Well give you 15 percent off for the reservation of the junior suites.B:Thats great,my name is Liu Xing and my phone number is 88388833.A:Thank you,Mr.Liu.Youve booked 10 standard rooms and two junior suites from July 21 to 25.And your phone number is 88388833.B:That
12、s right.Thank you!A:Youre welcome.My name is Li Ling.If anything changes,please call me.A:A reservationist B:A guestA:Good morning,Hilton Hotel,Room Reservation.Can I help you?B:Yes.This is Susan Paterson calling from New York.I have to change the date of a reservation.A:How and in whose name was th
13、e reservation made?B:On internet and in my name.A:Please wait a moment.Ill check it in the computer.Thanks for waiting.Youve booked 10 standard rooms for Family Tour Group for May 1 to May 3,is that correct?B:Right,but the arrival will have to be postponed for three days.Do you think its possible fo
14、r us to change the reservation?A:Let me check the reservation list.Fortunately,we have just 10 standard rooms available for the three days from May 4 to May 6.B:Very well.And well book a business suite as well.A:Miss Paterson,you need 10 standard rooms and a business suite altogether from the May 4
15、to May 6.Is that right?.B:Yes,it is.Thanks a lot.A:Its my pleasure.Goodbye.A:A reservationist B:A guestA:Good afternoon,Room Reservation.May I help you?B:Id like to cancel a reservation.A:In whose name was the reservation made?B:Johnny Depp.A:What was the date of the reservation?B:From June 11,for 6
16、 nights altogether.A:Ill cancel Mr.Johnny Depps reservation from June 11 for 6 nights altogether.My name is Lucy,we look forward to another chance to serve you.:Greet the guestAsk the guest whether he or she has a reservation with the hotelAsk the guest to show his identification.Ask the guest fill
17、in the registration list.Ask the guest how to make the paymentForm the checking in recordFind the reservation in the computer for confirmation.Give the room key card to the guestCall the bellmanExtend best wishes.:Pay more attention to using polite language.1.May I see some identification?Could I se
18、e your passport?2.：Do you have a reservation?3：How will you be paying?How will you make your payment?How would you like to settle your bill?How would you like to make a payment,by credit card,in cash or with a travelers check?3.：I hope you will enjoy your stay here.Have an enjoyable stay!Please enjo
19、y your stay here!A:A reservationist B:A guestA:Good afternoon,Welcome to our hotel.Is there anything I can do for you?B:Wed like to check in please.A:Do you have a reservation?B:Yes,our company has booked a double room for us.A:In whose name was the reservation made?B:Bruse Lee.A:Just a moment,pleas
20、e.Let me check the registration list.Thanks for waiting.You have a reservation of a double room for three nights,correct?B:Thats right.A:May I see your passport?B:Sure,here you are.A:Thank you.Please fill in this registration formyour nationality,age,occupation,passport number,and your signature.B:O
21、k,is that all right?A:Yes,thanks.How would you like to make your payment?B:By American Express Card.A:May I take an imprint of the card,please?B:Certainly.A:Thank you,sir.Your room is 1514 on the sixteenth floor.Here are your key card and your breakfast coupons.B:Thank you.A:My pleasure.Just a minut
22、e,please.A bellman will show you to your room.I hope you will enjoy your stay here.A:A reservationist B:A guestA:Good afternoon,Mr.Johnson.Its nice to have you stay with us again.B:Thank you.Nice to be back in Sanya again.A:How was your flight from Los Angles,Mr.Johnson?B:Fine,thank you.Lucy,I have
23、no reservation with your hotel this time.Id like the suite facing the south that I stayed in last time.A:Please wait a moment.Unfortunately,the suite was booked this morning.But we have a suite available facing the lake.The room rate is just the same as the one you stayed in last time.B:OK,Ill take
24、it.A:How would you like to pay,by credit card?B:With US dollars travelers checks,I think.A:Your suite is on the fourth floor,Room 1234.Heres your key card.Do you need a porter,Mr.Johnson?B:Its not necessary.I can manage it.Thank you very much.A:Its my pleasure to serve you again.Hope you will enjoy
25、your suite!A:A reservationist B:A guestA:Good morning,Welcome to our hotel.Anything I can do for you?B:Good morning.Id like to check in for our group.A:Have you made a reservation?B:Yes.We have booked two suites and ten standard rooms for our group from the United States.A:Are you a tour leader?B:Ye
26、s,My name is Monica.Im from China International Travel service.A:Let me check.Yes.Two suites and ten standard rooms from China International Travel service.B:Its right.A:Can I see your passports,please?B:Yes,here you are.A:Thank you.Here are your passports.Please fill in these registration forms.Ok,
27、here are your room card keys.B:Thank you.A:Its my pleasure.Enjoy your stay here.:Extending the Stay(延宿):Greet the guestGet the information from the guest1.The room number2.The type and number of rooms.3.The time of extending staySearch for the room available in the computer.Confirm the extending sta
28、y.Ask the guest how to pay.Form the record of extending the stay.Extend your best wishes.A:A reservationist B:A guestA:Good morning.What can I do for you?B:Good morning.You can help me a lot.Im secretary of the Business Representative Group.Id like to extend our stay for two days to take part in som
29、e business activities.A:Certainly,Miss Bush.Wait a minute,please.I have to check it in the computer.The eight rooms that youre staying in have been registered by a tour group.The guests will arrive at 3 oclock this afternoon.Would you mind transferring to rooms on the sixth floor?They are all rooms
30、with a sea view.B:OK.Ill take them.A:By the way,the rate is a little higher.B:It doesnt matter.Can we change rooms at 10 oclock?A:The guests in these rooms will check out at 10 a.m.I think you can move into the rooms at 10:40.Ill notify you,and Ill send a few bellboys over to help you with your lugg
31、age.B:Its very kind of you.A:Youre welcome.:Changing the Room(换房)：Greet the guestAsk the guest for his room number.Form the record of changing the room.Ask the guest to fill in the room changing form.Extend best wishes.Search for the room available in the computer.Tell the guest the time of changing
32、 room.A:A reservationist B:A guest A:Good Morning.May I help you?B:Id like to change our room.A:Is there a problem?B:Wed like to stay in a room with a sea view.Were here for six days,and Id like my mother to enjoy her stay more.A:I see.May I know your name and room number?B:Mary Sue in Room 1822.A:M
33、iss Sue,youre staying in a family suite,arent you?B:Yes.A:Please wait a moment,Miss Sue.Ill have to check in the computer.A family suite with a sea view has just been checked out.The room rate is the same.B:Fantastic.A:The room number is 1803.You can move into your new suite in half an hour.Ill send
34、 a bellboy with the key card,and hell help you with your luggage.B:All right.Thank you.A:Youre welcome.Enjoy your new suite.:Use the polite language of service.Be patient to listen to what the guest says and take notes.Tell the guest the time in which the problem will be solved out.Ask the guest to
35、tell his name and room number.Say“Thank you”to the guest.Tell the related clerk to do at once.Say“sorry”or make an apology to the guest.Exam the result and make a record.Tell the guest what will be done at once.:Pay more attention to using polite language.1.Im sorry to hear that,but I will send some
36、one to at once.2.：Im sorry to hear that.We do apologize for We do apologize for the inconvenience.3：Thank you for bringing the matter to our attention.I assure you that it wont happen again.A:A reservationist B:A guestA:Good afternoon,Front Office.Is there anything I can do for you?B:This is Mr.Park
37、 in Room 1019.There are no towels and toilet paper in the bathroom.A:Im very sorry.We might have overlooked some details.Thank you for bringing matter to our attention.Ill send a housemaid immediately.B:Thank you.Can I have an extra pillow?And I need a hair-dryer.A:Certainly.The housemaid will bring
38、 them to you.B:Thank you very much.A:We do apologize for the inconvenience.（1）A:A reservationist B:A guestA:Good morning,Front Office.What can I do for you?B:This is Mr.Forest in Room 2008.The toilet is out of order,and theres something wrong with the air-conditioner as well.A:May I know whats wrong
39、?B:The toilet is clogged.When I flushed it,it overflowed!The room is very cold.A:First,we do apologize for the inconvenience.My name is Wang Ying.Our repairman will come to your room within five minutes.B:Thats fine.A:We do apologize for the inconvenience.（2）C=Front Office Clerk G=Guest C：Good eveni
40、ng.Front Office.Can I help you?G：This is Mrs.Stevenson,Room 1503.Ive just checked in and Im not happy with my room.C：May I know what is wrong?G：The room is smelly and there is someones hair on my bed!I didnt expect such things would happen in your hotel.C：Im sorry to hear that.Mrs.Stevenson.Ill send
41、 a housemaid to your room at once.She will bring air fresher and make up the bed again for you.We do apologize for the inconvenience.G：Thats fine.Thank you.C：Youre welcome,Mrs.Stevenson.My name is Simon,and if there is anything else I can do for you,please dont hesitate to call me.:Use the polite la
42、nguage of service.Introduce todays exchange rate to the guest.Fill in the exchange memo.Tell the guest about the money amount of changing.Give the money to the guest and ask him to count.Give the receipt to the guest,and ask him to keep it well.Ask the guest how much he wants to change and receive t
43、he money from the guest.See the passport of the guest.A:A Cashier B:A guestA:Good afternoon.Is there anything I can do for you?B:Id like to change some Euros into RMB.A:At todays rate of exchange,100 Euros comes to 1005 RMB.How much would you like to change,sir?B:Two hundred Euros.Here you are.A:Tow
44、 hundred Euros.The exchange is 2010 RMB.May I see your passport,sir?B:Sure.Here you are.A:Please fill in the exchange memo.Be careful to fill in your passport number,the total,your room number or permanent address,and sign your name here as well.B:Here you are.Is that all right.A:Thats right.Thanks.
45、What denominations would you like?B:Any kind will be OK.A:Here is 2010 RMB.Please count it.Heres your memo.Please hold on to it.Youre required to show it at customs when you go back to your country.B:No problem.By the way,how can I change my remaining RMB back into Euros when I go back to my country
46、?A:You can change it back into Euros at the Bank of China or the Airport Exchange Office,and youll be required to show the memo there,too.B:Thank you for help.A:Youre welcome.Glad to have served you.A:A cashier B:A guestA:Good morning,sir.What can I do for you?B:Good morning.Id like to change some K
47、RW and US dollars into RMB.A:Im afraid that youll have to change KRW at the Bank of China.We cant change KRW.But you can change US dollars here.The exchange rate of US dollars to RMB is 1:7.25.How much would you like to change,sir?B:I have to change 3500 US dollars.A:Im terribly sorry,sir,but we can
48、t.B:Why not?A:If we change large amounts,our cash supply may run out and we wont be able to serve our other guests.Youll have to go to the Bank of China.B:Well,thanks anyway.:Greet the guest.Ask about the name and the room number.Tell the guest the total and give the bill to the guest for checking.E
49、xplain the items if necessary.Ask the guest how to pay and handle making the payment.Bid farewell to the guest.Ask the guest to give you the room key card.Draw up the bill.A:A Cashier B:A guestA:Good afternoon,sir.Can I help you?B:Yes,Im checking out.Could I have my bill?A:Certainly.May I have your
50、name and your room number,please?B:Peter Thomas,Room 2012.Heres the room key card.A:Thank you,Mr.Thomas.Just a moment,please.Thanks for waiting so long.Mr.Thomas,heres your bill.The total is 1514 US dollars.B:That figure seems right.A:How will you be paying?B:By credit card.A:Would you please sign h
