MajorContents第二章前廳Lesson2Reception接待I.Leading-inII.WorkingProcedureIII.DialoguesIV.TipsforServiceV.Words&ExpressionsVI.Exercises???HumancontactreallycountsI.Leading-inBACKNEXT第二章前廳HumancontactreallycountsHumancontactbetweenstaffandguestsiswhatmakesthestaymemorableforaguest.Whenguestsarriveatahotel,althoughtheirfirstrealimpressionisprovidedbythehotellobby,itisthefirsthumancontactthatreallycounts.Theexchangethattakesplacebetweeneachchecking-inguestandtheFrontDeskstaffwillhaveamajorimpactonwhetherornotthatguestfeelsgoodabouthisstay.Itisforthisreasonthatweshouldwelcomeguestsinawaythatmakesthemfeelcaredforand“athome”.I.Leading-inPREV.BACK第二章前廳入住程序II.WorkingProcedure微笑問(wèn)候詢問(wèn)預(yù)訂介紹房型查閱訂單出示證件離店日期付費(fèi)方式房費(fèi)保證負(fù)責(zé)分房/餐券告知事宜傳呼行李員記錄/交接信息BACKNEXT第二章前廳入住程序II.WorkingProcedure1.客人走近前臺(tái)時(shí),接待員主動(dòng)微笑問(wèn)候。Goodmorning/afternoon/evening,Sir/Madam.MayIhelpyou?您好,先生/女士,可以幫您嗎?2.詢問(wèn)預(yù)訂情況。Doyouhaveareservation?請(qǐng)問(wèn)您有預(yù)訂嗎?PREV.NEXT第二章前廳預(yù)定服務(wù)程序II.WorkingProcedure3.無(wú)預(yù)訂時(shí),查看客房房態(tài)表,介紹可售房間類型、房?jī)r(jià)。Wehavesinglerooms,doublerooms,twin-bedroomsandsuites.我們有單人間、雙人間、雙床間和套房。4.有預(yù)訂時(shí),查閱預(yù)期到達(dá)名單(E.A.list),迅速找出預(yù)訂單。PREV.NEXT第二章前廳Whichtypeofroomdoyouprefer?請(qǐng)問(wèn)您喜歡哪一種?入住程序II.WorkingProcedure5.確認(rèn)房間類型、數(shù)量,請(qǐng)客人出示證件。MayIuseyourpassportforregistration?請(qǐng)出示您的護(hù)照登記。6.確認(rèn)離店日期。注意核對(duì)客房房態(tài)表,不要與未來(lái)訂房發(fā)生沖突。Forhowmanydayswouldyouliketostayinthehotel?請(qǐng)問(wèn)您打算住多少天?7.詢問(wèn)付費(fèi)方式。Howwouldyouliketopaythebill?請(qǐng)問(wèn)您怎樣付費(fèi)?PREV.NEXT第二章前廳入住程序II.WorkingProcedure8.房費(fèi)保證。PleaseleaveanadvancedepositofHK$××/US$××/RMB××yuanatthecashier’sdesk.請(qǐng)到前臺(tái)收銀交存押金××港幣/美元/人民幣。9.根據(jù)空房表分房、制房卡、蓋餐券、填寫餐券控制表,抄寫餐券號(hào)碼于登記表右上角。PREV.NEXT第二章前廳MayItakeaprintofthecreditcard,please?請(qǐng)讓我復(fù)印一下您的信用卡好嗎?Yourbillwillbepaidby××.你的賬單將由××支付。入住程序II.WorkingProcedure10.請(qǐng)客人在登記表和房卡上簽名,歸還證件。將餐券和房卡交給客人,告知早餐時(shí)間、地點(diǎn)和退房時(shí)間以及網(wǎng)絡(luò)使用事宜。Thewesternrestaurantonthesecondfloorservesbreakfastfrom7a.m.to10a.m..Yourcheck-outtimeis12:00noontomorrow.2樓的西餐廳每天上午7點(diǎn)至10點(diǎn)供應(yīng)早餐。您的退房時(shí)間是明天中午12點(diǎn)。11.傳呼行李員。將鑰匙交給行李員,由其帶領(lǐng)客人進(jìn)入房間,?？腿司幼∮淇?。Mr.××,yourroomnumberis××.Ourbellboywillescortyoutoyourroom.Enjoyyourstaywithus.××先生,您的房間號(hào)是××,行李員會(huì)送您去房間。祝您居住愉快!PREV.NEXT第二章前廳入住程序II.WorkingProcedure12.電話通知賓客服務(wù)中心該房已入住,做好電話記錄,將客人資料輸入電腦。Thewesternrestaurantonthesecondfloorservesbreakfastfrom7a.m.to10a.m..Yourcheck-outtimeis12:00noontomorrow.2樓的西餐廳每天上午7點(diǎn)至10點(diǎn)供應(yīng)早餐。您的退房時(shí)間是明天中午12點(diǎn)。13.相關(guān)資料傳給前廳收銀,交接記錄(hand-overrecord)。預(yù)訂單預(yù)訂取消單接待通知承諾付款書(shū)加床通知單PREV.BACK第二章前廳(R:ReceptionistG:Guest)R:Goodmorning,Sir.WelcometoGardenHotel.CanIhelpyou?G:Iwanttocheckin,please.R:Certainly,Sir.Doyouhaveareservationwithus?G:Yes.R:Underwhatname,Sir?G:JackWatney.R:Wouldyouspellyournameplease,Sir?G:W-a-t-n-e-y.III.DialoguesBACKNEXTDialogue1第二章前廳R:W-a-t-n-e-y.Onemoment,Mr.Watney.I’lljustcheckourreservationform.(a)Yes,Mr.Watney.Wehaveadoubleroomreservedforyou.(b)I’msorry,Mr.Watney.Wehavenoreservationsunderthatname.Butwedohavevacantrooms.Whattypeofroomwouldyoulike?G:Asuperiorroom,Ithink.R:Justamoment,Mr.Watney.YourroomNo.is1234,andthebellboywillhelpyouwiththeluggage.Hopeyou’llhaveapleasantstayinourhotel.III.DialoguesPREV.NEXT第二章前廳(R:ReceptionistG:Guest)R:Howlongwillyoubestayingwithus,Sir?G:I’mnotsureyet.R:Isee.Wouldyoumindwritingtwonightsthen,Sir?Ifyoudecidetostaylonger,pleasecometoReceptionandextendyourstay.G:OK.Thanks.III.DialoguesPREV.NEXTDialogue2第二章前廳III.DialoguesPREV.NEXTR:Thankyou,Sir.Howwouldyouliketopay,Mr.Watney?G:Withtraveler’scheque,Ithink.R:Isee.MayItakeaprintofyourtraveler’scheque?Yourroomisonthe6thfloor,Room616.Pleasesignhere,Mr.Watney.Hereisyourroomcard.第二章前廳(C:Clerk

G:Guest)III.DialoguesDialogue3PREV.NEXTC:Goodmorning,Mr.Taylor.CanIhelpyou?G:Goodmorning.Yes,I’dliketochangesomeUSdollarsintoRMB.C:Certainly,Sir.Today’sexchangerateisoneUSdollartoRMB6.90yuan.Pleasecompletethisexchangememo.Yournameandroomnumber,howmuchyouwanttochangeandyournationalityandpassportnumberplease.第二章前廳III.DialoguesPREV.BACKG:OK.Hereitis.C:HereisyourRMB5000yuan,Sir,andacopyofthememo.G:Thankyou.C:Youarewelcome,Mr.Taylor.Pleaseshowthismemowhenyouneedtochangethemback.Haveaniceday.第二章前廳團(tuán)隊(duì)入住程序1.前臺(tái)人員與團(tuán)隊(duì)管理人員協(xié)作,確保團(tuán)隊(duì)入住時(shí)間盡可能縮短,在團(tuán)隊(duì)抵店前一小時(shí)分配好房間和鑰匙卡。當(dāng)團(tuán)隊(duì)抵達(dá)酒店時(shí),微笑問(wèn)好,并找到領(lǐng)隊(duì)。Goodmorning/afternoon/evening,ladiesandgentlemen.Welcometo××hotel.MayIknowwhoisthetourleader?早上好/下午好/晚上好,女士們,先生們,歡迎光臨××酒店。請(qǐng)問(wèn)領(lǐng)隊(duì)是哪一位?2.根據(jù)團(tuán)號(hào)找出該團(tuán)的預(yù)訂單,與地陪確認(rèn)房數(shù)。IV.TipsforServiceBACKNEXT第二章前廳3.請(qǐng)全陪/領(lǐng)隊(duì)出示團(tuán)隊(duì)客人名單,拿出分房單(Rooming

List),請(qǐng)全陪/領(lǐng)隊(duì)為團(tuán)隊(duì)客人分房。同時(shí)通知禮賓部與全陪/領(lǐng)隊(duì)確認(rèn)行李件數(shù)。4.復(fù)印已分房的團(tuán)隊(duì)客人名單2份,一份留底,另一份傳禮賓部。5.告訴陪同全陪、地陪、司機(jī)的房號(hào),酒店內(nèi)房間與房間通話及長(zhǎng)途電話的撥打方法以及酒店網(wǎng)絡(luò)使用事宜。6.

發(fā)放客人房間鑰匙卡,請(qǐng)陪同在留底的客人名單上簽收總數(shù)。7.同地陪確認(rèn)付款方式及結(jié)賬方式,通知前臺(tái)收銀人員收取旅行社結(jié)賬單。IV.TipsforServicePREV.NEXT第二章前廳8.

詢問(wèn)次日叫醒、早餐、出行李時(shí)間,確認(rèn)用餐類型及地點(diǎn)。發(fā)出團(tuán)隊(duì)餐券

(mealcoupons),填寫住店團(tuán)隊(duì)信息

(In-houseGRPInformation)及團(tuán)隊(duì)用餐安排

(GRPMealArrangement)相關(guān)內(nèi)容。9.

請(qǐng)陪同、司機(jī)登記并簽字。10.

?？腿司幼∮淇?。11.

通知房務(wù)中心該團(tuán)已入住。12.在電腦中登記入住信息,更新團(tuán)隊(duì)主單信息,錄入客人姓名,打印團(tuán)隊(duì)客人名單4份。IV.TipsforServicePREV.NEXT第二章前廳13.安排行李員傳遞資料至各部門,請(qǐng)對(duì)方簽收。前臺(tái)收銀:預(yù)訂傳真、團(tuán)隊(duì)預(yù)訂單、團(tuán)隊(duì)客人名單?？倷C(jī):團(tuán)隊(duì)客人名單、叫醒時(shí)間(MorningCall)。禮賓:團(tuán)隊(duì)客人名單、出行李時(shí)間?？蛣?wù)部:團(tuán)隊(duì)客人名單、早餐時(shí)間、離店時(shí)間。14.當(dāng)日所有團(tuán)隊(duì)抵店后,應(yīng)于晚上9:30前復(fù)印團(tuán)隊(duì)用餐安排傳至餐飲部簽收。IV.TipsforServicePREV.BACK第二章前廳V.Words&ExpressionsBACKNEXThumancontact人與人的接觸 countv.有價(jià)值memorableadj.難忘的 impactn.影響printv.&n.打印;印;印刷 escortv.&n.護(hù)送;陪同vacantadj.空缺的;未被占用的 registerv.

登記inadvance

預(yù)先 extendv.

延長(zhǎng)第二章前廳V.W