酒店实训英语.pptVIP

English Practice for Hotel Service 酒店英语服务实训 Chapter 1：Front Office Unit 1: Making Room Reservations Unit 2: Checking in Unit 3: Extending the Stay and Changing the Room Unit 4: Dealing with a Complaint and on the Guest’s Request Unit 5: Foreign Currency Exchange Unit 6: Checking out Structure of Front Desk 前台部常见岗位： Unit 1: Making Room Reservation Service Procedure: Skill Points: Pay more attention to using polite language. 1. 询问预定时间： What date would that be? For which date?/ For what date?/ For when? How long will you intend to stay? 2. 询问订房人姓名电话： May I have your name and your telephone number? 3. 确认信息（重要）： “Mr. White, you’ve reserved (booked) a single room from the July 5 to 7 and your telephone is 0044-0246720355” . 4. 请对方重复一遍： I beg your pardon?/ Pardon me? Sorry, I don’t understand. Could you please repeat that? 5. 解决问题： 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. 预定完成后： We look forward to your arrival. Practice One：Making an FIT Reservation A: A reservationist B: A guest A: Good afternoon, Hilton Hotel, Room Reservation. How may I help you? B: I’d like to reserve a room from the April 20 to 22. A: Please wait a moment. I’ll check our available rooms for these days…. Thank you for waiting, sir. What type of room would you like? B: A double room. What’s 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 is Michael Smith and my telephone number is 007308991998. A: Thank you, Mr. Smith. You’ve booked a double room from April 20 to 22, and your telephone number is 007308991998. B: Yes, that’s right. Thank you. A: I’m glad to serve you. We look forward to your arrival. Practice Two：Making an Group Reservation A: A reservationist B: A guest