check-in&checkout酒店前台英语省公共课一等奖全国赛课获奖课件.pptx

酒店服务英语实训酒店服务英语实训酒店服务英语实训酒店服务英语实训Heidy第第16周周第1页contentsFood and BeverageHousekeepingFront OfficeReservation第2页Program 1 Check-in&Check-out 项目二项目二 登记入住登记入住 Warming-up ActivitiesTask procedure&skill&knowledgeDialogue Role Play Practice第3页Task 2(part 1)Check-in Services工作任务二工作任务二 入住登记服务入住登记服务Task Objectives 任务目标任务目标After learning,you should be able to:学完后，应该掌握：学完后，应该掌握：check in for the guest with reservations 为有预订客人办理入住登记为有预订客人办理入住登记 check in for the guest without reservations 为无预订客人办理入住登记为无预订客人办理入住登记 check in for guests with a group reservation 为团体预定客人办理入住登记为团体预定客人办理入住登记第4页Warming-up Activitesv1.Match.Hilton Hotels CorporationIntercontinental Hotels GroupMarriott International,Inc.HotelsShangri-la Hotels and Resorts第5页Warming-up Activitesv1.Do you know the advertising slogans of the above hotels?Discuss with your partners and try to match the appropriate advertising slogans with the above hotels.a.Travel is more than just a to b.b.We know what it takes.c.Thinking of you!d.Where will you find your Shangri-la?v2.Which advertising slogan do you like best?Suppose you were the owner of an international hotel group,what slogan would you design for your hotel?第6页Hot TipWhat you should be able to know你应该知道知识你应该知道知识Task Procedure任务流程任务流程 Greet the guest.问候客人。Ask the guest whether he or she has a reservation with the hotel.问询客人是否有预订。Find out the reservation in the computer for confirmation.在计算机中查找预订统计以确认。Ask the guest to show his identification.请客人出示身份证件。Ask the guest to fill in the registration form.请客人填写入住记录表。第7页 Ask the guest how to make the payment.问询客人怎样付款。Form the check-in record.形成入住登记统计。Give the room card to the guest.给客人房卡。Call the bellman to show the guest to the room with baggage.叫行李生拿行李陪客人到房间。Extend best wishes.表示祝福。第8页Hot TipTask Skills任务技巧任务技巧 Find out the guests name immediately and use it at least three times during the conversation.Always use polite titles as“Mr.”or“Ms.”when addressing the guest.Do not call a guest by his or her first name.马上问询客人姓名，并在对话中礼貌地称呼三次以上。礼貌地马上问询客人姓名，并在对话中礼貌地称呼三次以上。礼貌地使用使用“先生先生”或或“小姐小姐”这么称呼。第一次不要直呼其名字。这么称呼。第一次不要直呼其名字。第9页 Check the reservation in the computer and confirm the room information with the guest.If there is no reservation for the guest,you should check the reservation list for the vacancies and then introduce them to the guest.在电脑中核实预订情况，并与客人确认房间信息。假如客人没在电脑中核实预订情况，并与客人确认房间信息。假如客人没有预订，查看预订单空房情况，然后向客人介绍。有预订，查看预订单空房情况，然后向客人介绍。第10页 Ask the guest to show his or her identification,such as ID card,passport or Officers Certification.You can ask the guest in this way:“May I see some identification?”or“Could I see your passport?”请客人出示身份证件，比如身份证，护照或军官证等。你能够请客人出示身份证件，比如身份证，护照或军官证等。你能够问：问：“我能看看您身份证吗？我能看看您身份证吗？”或是或是“我能看一看您护照吗？我能看一看您护照吗？”第11页 Fill out the registration form.On the form,fill in the guests name(surname and first name),sex,the date of birth,the nationality,the valid card number,the detailed address,the dates of arrival and departure,and the room type and ask the guest to sign his/her name as well.在入住记录表上填写客人姓名（姓和名）、性别、出生日期、在入住记录表上填写客人姓名（姓和名）、性别、出生日期、国籍、有效身份证号码、详细地址、抵达日期和离店日期及房国籍、有效身份证号码、详细地址、抵达日期和离店日期及房型，还要客人署名。型，还要客人署名。第12页 When handling the group check-in,confirm the group name and the number of rooms,and then ask whether there are any changes in the time schedule and the number of persons.办理团体入住登记时，不但要确认团体名称和房间数，还要问办理团体入住登记时，不但要确认团体名称和房间数，还要问询客人时间安排和人数有没有改变。询客人时间安排和人数有没有改变。第13页 When asking the guest how to make the payment,we can use the following:当问询客人怎样付款，能够这么问：当问询客人怎样付款，能够这么问：How will you be paying?How will you make your payment?How would you like to settle your accounts?How would you like to make a payment,by credit card,in cash or with a travelers check?第14页 Speak to the guest when finishing the registration as follows:结束入住登记时说：I hope/Hope you will enjoy your stay here.Please enjoy your stay here.第15页Hot TipUseful Knowledge实用知识实用知识 The sample of the Registration Card 入住登入住登记记卡示卡示样样Surname 姓Name 名Sex 性别Nationality 国籍Place of Birth 籍贯D.O.B.出生日期Type of Visa 签证类别Validity 使用期 Yr 年 Mth 月 Day 日Type of Identification 证件类别No.号码Permanent Address 永久性住址 Home/Office 住宅/办公室第16页Date of Arrival 抵达日期Date of Departrue 离店日期Room No.房号Hosted by 接待单位Purpose of Stay 停留事由Travel 旅游 Business 商务 Official 官方活动Rate 房价Method of Payment 付款方式Cash 现金 Credit Card 信用卡Travelers Check 旅行支票 Other 其它Remarks 备注A safe box Provided at Front Office or in the guest room is available for use free of charge.酒店前厅部及客房内保险箱可无偿使用。第17页 Some useful expressions in the Front Office 前前厅厅部工作中部工作中实实用表示用表示cancellation 取消取消revision 更改更改Room Revenue Report 客房收入报表客房收入报表Expected Departure List 次日客人退房表次日客人退房表Discount&Complementary List 房租折扣及无偿表房租折扣及无偿表第18页 The room will be kept to 6 oclock in the evening for the reservation in most hotels.大多数大多数宾馆宾馆将保将保留留预订预订房到当日下午房到当日下午6点点钟钟。Checking in for guests with a group reservation 为团为团体体预预定客人定客人办办理入住登理入住登记记办理入住登记时，与团体领队（Group leader）确认该团体团号(Group number)、人数、用房数和住店日期，办理快速登记（Fast check-in）并及时开通全部团体组员房内电话线路。由团体协调员（Group coordinator）填写团体入住登记卡（Registration Card），并向团体领队收取团体签证（Group visa）和名单（注明房号）。登记结束后，由团体协调员帮助团体领队发放钥匙卡和房卡。安排好陪同，同时要求陪同写明叫醒服务时间、离店时间、行李服务时间以及团体在饭店用餐时间安排。团体入住登记卡送礼宾（Concierge）行李组。第19页DialogueSub-task 1:Checking in for the Guest with Reservations子任务一子任务一 为有预订客人办理入住登记为有预订客人办理入住登记Sample情景实例情景实例Scene:A couple is at the Reception Desk of the Claude Hotel.The receptionist handles the check-in and answers the guests questions.(R=Receptionist,G=Guest)R:Good evening,sir and madam.Can I help you?G:Good evening.My name is Swanson,Peter Swanson.I reserved a room in your hotel by phone.R:Let me check,Mr.Swanson.A double room with bath,am I correct?G:Yes,overlooking the sea,if possible.R:We have some nice rooms on the eleventh floor,if it suits you.第20页Dialogue G:Well,yes,if there is a lift.R:Just a moment,please.Let me check the registration form.(.)Thanks for waiting.You have a reservation of a double room for three nights,correct?G:Yes,thats right.R:Great,sir.May I see your passports?G:Sure.Here you are.R:Would you fill in this form,please?G:OK.Is that all right?R:Yes,thanks.How would you like to pay？G:By American Express Card.R:May I take an imprint of the card,please?G:Certainly.R:Thank you,sir.Your room is 1121 on the eleventh floor.Here is your key card and your breakfast coupons.G:Thanks.R:You are welcome.Just a minute,please.A bellman will show you to your room.I hope you will enjoy your stay here.第21页DialogueWords and Expressions词汇与表示词汇与表示overlook v.俯看 suit v.适合imprint v.印,压印；盖(印等)于；授权American Express Card 美国运通第22页DialogueSub-task 2:Checking in for the Guest without Reservations子任务二子任务二 为无预订客人办理入住登记为无预订客人办理入住登记Sample情景实例情景实例Scene:A couple is checking in the hotel without reservations.The receptionist helps them make the registration.(R=Receptionist,G=Guest)R:Good afternoon,sir and madam.May I help you?G:Good afternoon,Im Jack Wilson.My wife and I have just arrived.Wed like to have a room at your hotel tonight.R:Welcome to our hotel.Have you made any reservations?G:Im afraid not.Could you arrange a twin room with a bath for us?R:Wait a moment,please.Oh,Room 8201 is available,which commands a good view of Dongqian Lake.第23页Dialogue G:Great,well take it.How much do you charge?R:RMB 580 yuan.G:OK.R:Please show me your passports and fill in this registration form.G:Ill take care of it.R:Thank you.Would you please pay RMB 1,160 yuan as deposit?G:Here you are.R:Thank you.This is the receipt,key and room card to Room 8201.The bellman will show you up with your baggage.I hope you will enjoy your stay with us.G:Thats very kind of you.第24页DialogueWords and Expressions词汇与表示词汇与表示bellmann.行李生行李生depositn.定金定金receiptn.收据收据viewn.景色景色第25页DialogueSub-task 3:Checking in for Guests with a Group Reservation子任务三子任务三 为团体预定客人办理入住登记为团体预定客人办理入住登记Sample情景实例情景实例Scene:A tour group arrives at the hotel,and the tour leader,Mr.Wang comes to the Reception Desk to check in.The receptionist receives him.(R=Receptionist,G=Guest)R:Good morning,sir.May I help you?G:Yes,please.Wed like to check in.R:Do you have reservations?G:Yes.The Beijing GITS has booked 20 rooms for us.R:Could you please tell me the name of your group?G:The Australian Adventure Travel Agency.第26页 R:Just a moment,please.(The receptionist checks the computer.)Yes,20 twin rooms for three nights.G:Thats right.Here is the name list with the group visa.R:Thank you.Here are the keys to the rooms.Do you need morning call?G:Yes,please.8:00 a.m.for tomorrow morning and 9:00 a.m.for the rest of the days.R:And here are the vouchers for your breakfast buffet.The breakfast will be served at the Lily Restaurant on the 4th floor.G:Thank you.R:We are always at your service.We hope you will enjoy your stay with us.第27页Hot TipWords and Expressions词汇与表示词汇与表示travel agency 旅行社旅行社 group visa viz 团团体体签证签证breakfast buffet 自助早餐自助早餐第28页Task practicev1.list as many words related to the check-in service as you can.第29页Task practicev2.list as many useful sentences related to the check-in service as you can.第30页Role PlaySituational Training情景实训情景实训Checking in for a walk-in guest Checking in for a walk-in guest 散客登记入住散客登记入住散客登记入住散客登记入住Jim Carrey 是香港半岛酒店熟客，将要在酒店住一周。是香港半岛酒店熟客，将要在酒店住一周。他告诉张立，他没和酒店预订，但他想入住面对维多利亚海景单人房。他告诉张立，他没和酒店预订，但他想入住面对维多利亚海景单人房。张立告之，面向维多利亚海景单人房已经客满，但刚好有一间双人房可提张立告之，面向维多利亚海景单人房已经客满，但刚好有一间双人房可提供，价格相对要贵供，价格相对要贵300美元。美元。Carrey先生用美元旅行支票付款。先生用美元旅行支票付款。行李员行李员Carrey先生把行李搬到先生把行李搬到16楼楼09号房。号房。Tips for the ConversationTips for the Conversation1.Regular customer 2.have sb.With us again 3.have no reservation with ones hotel 4.the Peninsula(半岛酒店半岛酒店)5.the view with Victoria Harbor 6.US$300 higher than 7.travelers check 8.Porter 第31页Role PlaySituational Training情景实训情景实训Checking in for a group Checking in for a group 团体登记入住团体登记入住团体登记入住团体登记入住来自荷兰旅游团领队来自荷兰旅游团领队 Hilary Swank 在前台为团体办理入住手续。在前台为团体办理入住手续。Swank 确认早餐和离店时间分别是确认早餐和离店时间分别是7点和点和8点。他们要坐点。他们要坐10点飞机离开广点飞机离开广州。州。张立告诉张立告诉Swank出发时间恰逢广州上班高峰期，提议其提前半个小时出发。出发时间恰逢广州上班高峰期，提议其提前半个小时出发。最终确认时间是早餐最终确认时间是早餐6:30，出发时间是，出发时间是7:30，需安排一个，需安排一个5:40叫早服务。叫早服务。Tips for the ConversationTips for the Conversation1.Holland 2.tour leader 3.schedule 4.departure time 5.rush hour 6.half an hour earlier 7.suggest(虚拟语气虚拟语气)8.morning call第32页 Task 2(part 2)Check-out Services 工作任务二工作任务二 离店结账服务离店结账服务Task Objectives 任务目标任务目标After learning,you should be able to:学完后，应该掌握：学完后，应该掌握：how to provide check-out services怎样提供离店结账服务怎样提供离店结账服务 第33页Warming-up activitiesv1.Try to list ass many national currencies as possible,and write down the English abbreviation for each currency.v2.What are the possible cost items a guest may incur during his stay in a hotel?(which items do you think the hotel bill would include?)Questions for DiscussionQuestions for Discussion第34页Hot TipWhat you should be able to know你应该知道知识你应该知道知识Task Procedure任务流程任务流程 Greet the guest.问候客人。Ask about the name and the room number.问询客人姓名和房号。Ask the guest to give you the room card.要求客人退回房卡。第35页 Settle the account.结账。结账。Tell the guest the total consumption and give the bill to the guest for checking.告诉客人消费总额，并把账单交给客人查对。告诉客人消费总额，并把账单交给客人查对。Explain the items if necessary.假如需要，解释账单名目。假如需要，解释账单名目。Ask the guest how to pay and handle the payment.问询客人怎样付款并办理付款手续。问询客人怎样付款并办理付款手续。Extend the farewell to the guest.与客人道别。与客人道别。第36页Hot TipTask Skills任务技巧任务技巧 Check if the guest has paid a reservation deposit.If he has,take the amount of his deposit out of the bill.核查客人是否付了定金。假如已支付，需在最终账单中扣除。核查客人是否付了定金。假如已支付，需在最终账单中扣除。When preparing a guests bill,the cashier should pay special attention to the followings:当收银员给用户结账时，需尤其注意以下几点：当收银员给用户结账时，需尤其注意以下几点：第37页 Check with the guest if he/she is entitled to any kind of discount or complementary rate.If he/she is,make the necessary deduction.核查客人是否被授权给予一些折扣或无偿。如有，需做减免。核查客人是否被授权给予一些折扣或无偿。如有，需做减免。Remind the guest to return his room key to the Reception Desk before he leaves the hotel.提醒客人在离开酒店前到前台偿还钥匙。提醒客人在离开酒店前到前台偿还钥匙。第38页 In the case when the guest wants to pay his bill by credit card,make sure the credit card can be accepted by the hotel and check if the card is still valid.The expiration date can be found at the front bottom of the card.You should pay special attention to the credit limit as well.当客人用信用卡付账时，务必确认酒店是否接收这种信用卡，并当客人用信用卡付账时，务必确认酒店是否接收这种信用卡，并核实信用卡使用期限。使用期在卡正面底部。还要尤其注意信用核实信用卡使用期限。使用期在卡正面底部。还要尤其注意信用额度。额度。第39页 If the guest settles his/her account with travelers check,make sure that he/she signs the check in front of you in the correct place.Do not accept checks that have already been signed.Then compare the two signatures carefully.当客人用旅行支票结账时，请客人当着你面署名，并确保签在正当客人用旅行支票结账时，请客人当着你面署名，并确保签在正确位置。不要接收已经签好名支票。然后要对其署名进行仔细查确位置。不要接收已经签好名支票。然后要对其署名进行仔细查对。对。第40页 The common Credit Cards:American Express(AE),Eurocard(EC),Master,International Dinners Club(DC),Visa,International Great Wall,JCB and so on.惯用信用卡有美国运通卡、欧卡、万事达卡、国际大来俱乐部卡、惯用信用卡有美国运通卡、欧卡、万事达卡、国际大来俱乐部卡、维萨卡、长城卡、日本信贩卡等等。维萨卡、长城卡、日本信贩卡等等。第41页 Let me take an imprint of your card.我来刷一下您卡。我来刷一下您卡。第42页Hot TipUseful Knowledge实用知识实用知识 Some useful expressions 实用实用表示表示extra charge 附加费用credit limit信用额度deposit定金IOU(I Owe You)欠单service charge 服务费receipt 收据invoice 发票rental 租金check支票cash withdrawal提取现金transfer 转账cashier收银员ATM自动提款机第43页 Some abbreviations in the bills 账单账单上一些缩写上一些缩写RC=Room Charge 房费T=Telephone Call Charge 电话费L.DIST=Long Distance Call 长途电话费RESTR=Restaurant 餐饮费L=Laundry 洗衣费MISC=Miscellaneous 杂费TR.CH=Transfer Charge 转出TR.CR=Transfer Credit 转入PD.OUT=Paid Out 代付PAID=Paid 付现C.I.A(Cash In Advance)预付现金P.I.A.(Paid In Advance)已预付B.N.P.(Bill Not Paid)未结账第44页DialogueSub-task4:Checking Out in Cash子任务四子任务四 用现金结账用现金结账Sample情景实例情景实例Scene:Mr.Remington is approaching the Cashier to check out at the Reception Desk.（C=Cashier,G=Guest）C:Good morning.Can I help you?G:Yes,I would like to check out.C:Yes,of course,sir.Whats your name and your room number,please?G:Dannis Remington,Room 1408.第45页 C:One moment,please.OK.Here is your bill,Mr.Remington.The total comes to$500.G:Alright.Let me have a check.Does this include the service charge and the tax?C:Yes,thats everything.And it shows that the rental for the room and the extras are on the second page.How do you wish to settle your account,sir,in cash or by credit card?G:In cash.C:Just a moment,please.Ill write out a receipt for you.第46页DialogueWords and Expressions词汇与表示词汇与表示rental n.租金租金settle account 结账结账第47页Role playSituational Training情景实训情景实训Checking out in Cash Checking out in Cash 现金结账现金结账现金结账现金结账Steve Nash Steve Nash 是住在是住在房客，他在前台办理退宿手续。房客，他在前台办理退宿手续。他在办理入住登记时已经交了他在办理入住登记时已经交了500500美元押金。美元押金。账单总额是账单总额是18501850美元。其中包含他消费美元。其中包含他消费2020美元冰箱里可口可乐。美元冰箱里可口可乐。张立为他办理结账退宿。张立为他办理结账退宿。Tips for the ConversationTips for the Conversation1.Name and room card 2.draw up your bill 3.in cash 4.total/in all/totally 5.deposit 6.have your receipt/show me your receipt 7.change 8.we hope youll be staying with us again.第48页Heidy第49页