國(guó)際接待與應(yīng)用英語(yǔ)FrontDesk

Frontdeskprovidesguestwithwarmandcaringservicethatmeetsguest’severyneedandexceedstheirexpectationsfromthemomenttheycontactreservationtillcheckout.Frontdeskiscrucialtodeliveringthekindofservicethatfulfillshotelpromiseandmaintaininghotelreputation.UnitTwoCheck-inService

LearningObjectivesPositionDescriptionDiscussionTaskList

01020304

LearningGuideList05USEFULSENTENCESDialogueExercise&Practice06070809Evaluation10Skills&SupplementKnowledgeIdeologicalandPoliticalElementVOCABULARYLearningObjectives01KnowledgeObjectives:Makestudentmastervocabularyandphrasesrelatedtocheck-inservice.Makestudentmastersomeusefulsentencesanddialogueofcheck-inservice.Makestudentmastertheproceduresofcheck-inservice.LearningObjectives01CompetenceObjectives:Fosterstudent’sabilityofregisteringaguestwithreservation.Fosterstudent’sabilityofregisteringawalk-inguest.Improvestudent’sskillofintroducingthefacilityandserviceatahotel.LearningObjectives01AffectiveObjectives:Trainstudent’sabilityofcommunicationandcooperation.Makestudentmorequalifiedandprofessionalintheirfieldthroughleaningandpractice.

Integratehospitality,integrity,leadership,teamworkandownershipintodailywork.LearningObjectives01Emphasis:Workingprocedureofcheck-in.Makedialogandrole-play.Difficultpoints:Check-inaguestaccordingtoworkingprocedureandstandardinEnglish.HowtoCheck-inguestinthesimulationscenario.LearningObjectives01PositionDescription02Whenaguestchecksinatthehotel,thefollowingproceduresareneeded:Askforguest’sname,verifyiftheguesthasareservationornot;Askforguest’sIDorpassport;Confirmdetails:departuredate,roomtype,roomrate,paymentterms,specialrequests,contactnumberetc;Askforcashdepositortakeauthorizationfromcreditcard;Printoutregistrationformandaskforsignature;GivebakeIDorpassport,creditcarddepositrecordandkeytoguest;Showtheroomnumberandthedirection;Introducetheroomandserviceatahotel;Wishguestenjoythestayinthehotel.Discussion031.Whatproceduresarerequiredtocheck-inaguest?2.Howtointroducehotelserviceandfacilities?TaskList04PurposeToregisterguestintohotelSituationUponguestarrivalMaterialsOpera/ONQSystem/VIParrivallistActionsGuestpreparationandsetupPrintouttheVIParrivallistandgrouparrivallist.Checkforanypreferencesandrequests.GuestarrivalAcknowledgeguestthatareinlinewitheyecontact.Greetguestwith“Goodmorning/Goodafternoon,welcometoXXhotel.”CheckIDorpassport.Confirmreservationwiththeguest,includeroomtype,departuredate,rate,paymentandotherrequests.Makeroomkeys,showdirectionandintroducefacilitiesandservice.ExplainbenefitsforVIPguest.ArrangeescorttoroomAskbellmantodelivertheluggage.Iftheroomisnotready,showtoloungeareaandinformtheguestwhentheroomisready.StandardsAllguestsareacknowledgewithin30secondsofapproachingthefrontdesk.Noguestshouldwaitlongerthat3minutesinlinebeforebeingapproached.Check-ingueststotheroomthatmeettheir.Inputinformationinthesystemprecisely.Luggageassistanceifoffered.TaskCheck-inaguestwithreservation.Check-inawalk-inguest.Introducingthefacilityandserviceatahotel.LearningGuideList05TopicCheckinObjective/ChecklistVocabularyandphrases:11Sentences:10Dialogues:2Providecheck-inservice.Beproudoftheirfuturejob.CommunicationandCooperation.Bequalifiedandprofessionalinthefield.WithworkethicandprofessionalismResourceTextbookMethodDiscussionandProcessPre-class:Vocabulary&Sentence&DialogueIn-Class:Exercise&Dubbing&Practice&RoleplayPost-class:Skills&&IdeologicalandPoliticalElementVOCABULARY06passport/?p?sp??rt/

n.護(hù)照，通行證registration/?red???stre??n/

n.登記；注冊(cè)；掛號(hào)；form/f??rm/

n.表格sign

/sa?n/

vt.簽署；簽名deposit/d??p?z?t/

n.存款；押金；訂金；保證金；pay/pe?/vt.支付，付；償還，補(bǔ)償；給予authorization

/???θ?ra??ze??n/

n.授權(quán)，認(rèn)可；批準(zhǔn)，luggage

/?l?ɡ?d?/

n.行李；皮箱provide

/pr??va?d/

vt.提供；規(guī)定；準(zhǔn)備；裝備cafeteria/?k?f??t?ri?/

n.自助餐廳；小餐廳；快餐廳receive

/r??si?v/

vt.收到；接待；接納USEFULSENTENCES070102I’dliketocheck-in.MayIhaveyounameplease?0304

MayIhavealookatyourpassport?Wouldyoupleasechecktheregistrationformandsignyournamehere.0506

Howwouldyouliketopay?Hereisyourroomkey.07

Yourroomnumberis1201onthe12thfloor.08

Weprovidebreakfastfrom7to10inthemorningatcafeteria.09

Mypleasure.10

Hopeyouenjoyyourstaywithus.Dialogue08R—ReceptionistG—GuestR:Goodafternoon,welcometoHowardJohnsonHotel.HowmayIassistyoutoday?G:ImadeareservationseveraldaysagoandI’dliketocheck-in.R:MayIhaveyournameplease?G:ThereservationisunderthenameofSmith.R:Yes,Mr.Smith,Iseeyoureserveasingleroomfortwonights,fromMay1stto3rd,theroomrateisRMB576pernight.G:That’scorrect.R:MayIhavealookatyourpassport?G:Sure.Hereyouare.Check-inaguestwithreservationR:Thanks.Wouldyoupleasechecktheregistrationformandsignyournamehere.G:Hereyouare.R:Thanks.WealsoneedRMB200pernightasdeposit.Howwouldyouliketopay?G:Withthiscreditcard.R:OK,IwilltakeRMB1952authorizationfromcreditcard.G:Noproblem.R:Alright,youareallset.Hereisyourroomkey.Yourroomnumberis1201onthe12thfloor.Thebellmanwillshowyoutoyourroomandhelpyouwithyourluggage.Check-inaguestwithreservationG:Perfect.R:Isthisyoufirsttimestaywithus?G:Yes.R:Well,weprovidebreakfastfrom7to10inthemorningatcafeteriaonthefirstfloor.It’snotincludeintheroomrateanditwillbeRMB58perperson.AndtherearefourdifferentrestaurantsprovideChineseandWesterncuisine.Wealsohavefitnesscenterfreeforhotelguest.G:OK,Isee.Thankyou.R:Mypleasure.Hopeyouenjoyyourstaywithus.Check-inaguestwithreservationExercise&Practice09Watchthevideoandworkaspairtodub.資料來(lái)源：/v?pd=wisenatural&vid=9222104481440793476Watchthevideoandworkaspairtodub.資料來(lái)源：/v?pd=wisenatural&vid=92221044814407934760102YouarethefrontdeskreceptionistinHowardJohnsonHotel,Mr.GreenbookedadeluxesuitefromMarch1stto5ththoughaphonecall.Hearriveshotelinthemorning,pleasehelphimtocheck-in.Mr.Brownjustarrivethecityandlookingforaroom.However,youhotelisfullybooked,pleasehelphimdealwiththissituation.Practice

Evaluation10SelfPeerTeacherContent(40)Correctgrammar&Perfectexpression&Appropriatelength

Pronunciation(30)Fluency&Speakingloud/clearly&Intonation

Professionalism(20)Behaviors&Properexpression

Cooperation(10)Teamworkinperformance&Interactionwithothers

Score

Skills&SupplementKnowledgeInHowardJohnsonHotel,we’reproudtobeabletoofferouresteemedguestsallthefeatures,servicesandfacilitiesthattheycanaskfor.Whilstyou’reneverawayfromallofthemanylocalamenitiesandattractions,shouldyouwishtospendmostofyourtimeinthehotel,you’llneverbeshortonthingstokeepyourselfentertained.Wehavefacilitieswhicharesuitableforguestsofalltypes:whetheryou’realoneonbusiness,acouplelookingforaromanticretreat,ayoungfamilyonaweekendbreak,orasinglebachelorinsearchofsomeadventure.

SkillofintroducingthefacilityandserviceatahotelFineDinningFacilitiesTherearefourrestaurantsinthehotel,includingacafeteria,ZhongdinglouChineseRestaurant,FourSeasonHotPotRestaurantandaChickenSpecialtyRestaurant.AlltherestaurantsarebrightandmoderneaterieswhereyoucanfindadelectableselectionofWestern,International,ChineseandInnerMongolialocalcuisine.Therearealsowherethebreakfastbuffetwillbesetupofamorningforthosewhowishtobreaktheirfastwithus.

Bar&ChessRoomFacilitiesThelobbyBar,RedWineBarandCigarBararelocatedindifferentsectionofthehotel,whereyoucansoakintheluxuryatmosphere.Thereyoucankick-backtosomemusicandsharedrinkswithyourfriendsandfellowguests.

RecreationalFacilitiesOurfitnesscentrecanbefoundonthe6th

floor,whereyoucanaccessatreadmill,varietygymequipmentandswimming.Perfectforthosewhowishtogettheirdailyexercisewithouthavingtostrayfarfromthehotel.Inadditiontothat,youcanenjoyoursauna,steamroomandbathingfacilitiesaswell.Cleanthedays’dirtandretireyourmindforawhile.Ourmainspaofferstheultimatelevelofrelaxationtothewearytraveller.Whetherit’sadeep-tissueoilmassage,orarigoroustraditionalThaimassage,you’llfindpreciselywhatyou’relookingforhere.TheConferenceRoomThereare15conferenceroomsinourhotel,itislargeenoughtoaccommodateupto1000peopleatatime.Thismakesitidealforlargeconferences,businessmeetings,banquettes,seminarsandanyotherfunctionsthatyoumightrequire.Theroom’sfeaturesincludeprojector,white-board,andastate-of-the-artsoundsystem.Shouldyouhaveanyspecialrequirementsregardingourbusinessfacilities,pleasedonothesitatetogetin?contact

withus.Whateverwecandotohelpyoureventrunsmoothly,wegladlyoblige.Monday(Mon.)星期一Tuesday(Tue.)星期二Wednesday(Wed.)星期三Thursday(Thu.)星期四Friday(Fri.)星期五Saturday(Sat.)星期六Sunday(Sun.)星期天Dayoftheweekandabbreviation一月January(Jan)二月February(Feb)三月March(Mar)四月April(Apr)五月May(May)六月June(Jun)Monthandabbreviation七月July(Jul)八月August(Aug)九月September(Sep)十月October(Oct)十一月November(Nov)十二月December(Dec)8eighth8theight9ninth9thnine10tenth10thten11eleventh11theleven12twelfth12thtwelve13thirteenth13ththirteen14fourteenth14thfourteen1first1stone2second2ndtwo3third3rdthree4fourth4thfour5fifth5thfive6sixth6thsix7seventh7thsevenNumbers8eighth8theight9ninth9thnine10tenth10thten11eleventh11theleven12twelfth12thtwelve13thirteenth13ththirteen14fourteenth14thfourteen8eighth8theight9ninth9thnine10tenth10thten11eleventh11theleven12twelfth12thtwelve13thirteenth13ththirteen14fourteenth14t