酒店英语 Lesson3.ppt

How long do you plan to stay? / How many nights? I need to stay for a week, Spet.8th through the 12th. I want to book a room for three nights. We do have a single room available / vacant for those days. I’m sorry we are fully booked for 22nd. Do you mind changing the reservation rates? Review Discussion 1. ways of making a reservation 2. information you should know about the guest during the procedure of the room reservation 3. unexpected cases you might meet Hotel Services 1. Bell service（应接服务） or Reception service 2. Room service(客房服务) 3. Food service (用餐服务) 4. Hotel shop service （饭店商场服务） 5. Laundry service (洗衣服务) 6. Health and recreation service(康乐服务) 7. Operator service（电话总机服务） 8. … Generally speaking, reception service covers four kinds of services. Firstly, welcome and farewell service. It may extend to airport or station to receive guests from all over the world. To do this, the staff member in charge shall check information about guests in order to pick up them timely if necessary. They should notice the changes of arriving time and keep contact with guests. Ardent welcome to guests and being always helpful are crucial to impress them. Similarly, welcome and farewell at the gate of the hotel are also critical, and the service provided by the front office covers arranging cars, cleaning the gate and help with security. Secondly, luggage service. Particularly arranged luggage desk is in charge of this, and reservation and reception units are supposed to send the list of guests here to ensure luggage desk could arrange their jobs. Thirdly, inquiry and mail service. Inquiries from guests will be answered and mails for guests will be taken care of. Lastly, complaint center. Each hotel must have a complaint center to which the guests can complain about services. Only with successful settlement could the guest be impressed and the image of the hotel be improved. Bell Service 1. T