1、学习情境一：前厅服务英语学习情境一：前厅服务英语学习任务学习任务:为客人办理入住登记为客人办理入住登记 Name:Betty Job:Receptionist Responsibility:To help guests check in and make a comfortable stay for guestsContentsLearning Objectives 学习目标1Working Procedures 工作程序2Working Knowledge 工作知识 3Hotel Task 酒店任务45Words and Expressions6ActivityLearning Object
2、ives 学习目标学习目标After finishing this task,you should be able to:Welcome and register guests Reply to requests for roomsWorking Procedures 工作程序工作程序 Smile warmly and welcome guests 热情微笑着欢迎宾客 Verify guests first and last names 核实宾客的姓名 Confirm the reservation information 确认预订的主要信息 Circle the rate 圈出房价 Ask
3、guests to sign their initials next to the room rate 请宾客在房价旁签名 Ask guests to sign their registration card 请宾客在入住登记表上签名Working Knowledge 工作知识工作知识(1)(1)1.For the guest with a reservation,the receptionist should confirm with him/her the reservation details:Room type 房间类型房间类型 Room rate 房间价格房间价格 Length of
4、 stay 住店日期住店日期 For the walk-in guest,the receptionist should ask the following questions:How many nights 要住几个晚上要住几个晚上 How many people in the party 一共多少位客人一共多少位客人 What kind of room 需要什么类型房间需要什么类型房间Working Knowledge 工作知识工作知识(1)(1)2.The main duties of the receptionist.Registering guestsAnswering teleph
5、onesChecking in the guestsTaking messagesAnswering guests questionsHelping guests with their problemsDoing and checking paperworkWorking Knowledge 工作知识工作知识(2)3.The following is the sample of registration form,please remember the items in the form and help the guests fill out the form.REGISTRATION FO
6、RM Surname 姓_Name 名名_ Sex性别_Nationality 国籍_ D.O.B 出生日期 .Type of Identification 证件类别 No.号码_Date of issue 签证日期_Valid until 有效期_ Permanent address 永久地址_Occupation 职业 _Tel.电话 Method of payment 付款方式(please check one:)Cash Credit card CheckDate of arrival 抵达日期_Date of departure 离店日期_Room No.房号_Guests sign
7、ature客人签名_ Front Desk Staff 员工签名_ Working Knowledge 工作知识工作知识(3)(3)Hotel Task 酒店任务酒店任务 Suppose you are Betty,now youre going to help the guest check in.Please perform the task according to the hints below with your partners.角色A:你是George Brown,你到酒店前台办理登记入住,你已打电话给酒店预订房间。角色B:你是前台接待员Betty，你告诉Brown夫妇他 们的房
8、间在16层，房号是1608。你还告诉他们服务 员会带领他们到房间。Words to know record n.记录 payment n.支付、付款 passport n.护照 credit card 信用卡 sign vt.签名 registration form 入住登记表 fill in(out)填写 show sb.to 带领某人去Useful expressions 1.Helping the Guest check in 帮助客人登记入住帮助客人登记入住 (1)Do you have a reservation with us,sir?(2)Just a moment,please
9、.Ill check our reservation record.(3)Could you fill out the registration form,please?(4)Could you sign here,please?(5)Heres your key.Its room 401,on the fourth floor.(6)A bellman will show you to your room.Useful expressions 2.Asking information of the guest 询问客人信息询问客人信息 (1)May I have your nationali
10、ty,please?(2)Could you spell your name,please?(3)May I see your passport,please?Useful expressions3.Express wishes to the guest 表达祝愿表达祝愿 (1)I hope/Hope you will enjoy your room/stay here.(2)Have an enjoyable stay!(3)Please enjoy your stay here.Activity 1.Match the pictures with the following vocabul
11、ary.Then explain whats happening in each picture.用给出的词汇与图片匹配，然后解释每幅图片所发生的事情。vacation,front,registration,hotel,bellboy,desk,check-in,room,sign,reservation Activity 2.Number the parts of the conversation below in order from 1 to 8.把下面的对话按正确的顺序重新排列。_ 1.Do you have a reservation?_ 2.Id like to check in._ 3.Yes,I do.The name is Marie._ 4.Thank you.I will._ 5.Welcome to the City Garden.Hotel.How may I help you?_ 6.How do you spell that?_ 7.Youre all set,Mrs.Marie.Here is your key card.Enjoy your stay!_ 8.M-a-r-i-e.Hotel tips
