check-in&check out 酒店前台英语.ppt

《check-in&check out 酒店前台英语.ppt》由会员上传分享，免费在线阅读，更多相关内容在教育资源-天天文库。

1、酒店服务英语实训Heidy第16周contentsFoodandBeverageHousekeepingFrontOfficeReservationProgram1Check-in&Check-out项目二登记入住Warming-upActivitiesTaskprocedure&skill&knowledgeDialogueRolePlayPracticeTask2(part1)Check-inServices工作任务二入住登记服务TaskObjectives任务目标Afterlearning,youshouldbeableto:学完后，应该掌握：◆checkinfortheguestwit

2、hreservations为有预订的客人办理入住登记◆checkinfortheguestwithoutreservations为无预订客人办理入住登记◆checkinforguestswithagroupreservation为团队预定客人办理入住登记Warming-upActivites1.Match.HiltonHotelsCorporationIntercontinentalHotelsGroupMarriottInternational,Inc.HotelsShangri-laHotelsandResortsWarming-upActivites1.Doyouknowtheadver

3、tisingslogansoftheabovehotels?Discusswithyourpartnersandtrytomatchtheappropriateadvertisingsloganswiththeabovehotels.a.Travelismorethanjustatob.b.Weknowwhatittakes.c.Thinkingofyou!d.WherewillyoufindyourShangri-la?2.Whichadvertisingslogandoyoulikebest?Supposeyouweretheownerofaninternationalhotelgroup

4、,whatsloganwouldyoudesignforyourhotel?HotTipWhatyoushouldbeabletoknow你应该知道的知识TaskProcedure任务流程■Greettheguest.问候客人。■Asktheguestwhetherheorshehasareservationwiththehotel.询问客人是否有预订。■Findoutthereservationinthecomputerforconfirmation.在计算机中查找预订记录以确认。■Asktheguesttoshowhisidentification.请客人出示身份证件。■Askthegue

5、sttofillintheregistrationform.请客人填写入住登记表。■Asktheguesthowtomakethepayment.询问客人如何付款。■Formthecheck-inrecord.形成入住登记记录。■Givetheroomcardtotheguest.给客人房卡。■Callthebellmantoshowtheguesttotheroomwithbaggage.叫行李生拿行李陪客人到房间。■Extendbestwishes.表达祝愿。HotTipTaskSkills任务技巧■Findouttheguest’snameimmediatelyanduseitatlea

6、stthreetimesduringtheconversation.Alwaysusepolitetitlesas“Mr.”or“Ms.”whenaddressingtheguest.Donotcallaguestbyhisorherfirstname.立即询问客人的姓名，并在对话中礼貌地称呼三次以上。礼貌地使用“先生”或“小姐”这样的称呼。第一次不要直呼其名字。■Checkthereservationinthecomputerandconfirmtheroominformationwiththeguest.Ifthereisnoreservationfortheguest,youshould

7、checkthereservationlistforthevacanciesandthenintroducethemtotheguest.在电脑中核实预订情况，并与客人确认房间信息。如果客人没有预订，查看预订单的空房情况，然后向客人介绍。■Asktheguesttoshowhisorheridentification,suchasIDcard,passportorOfficer’sCertific