前厅运转与管理课件学习情境一.ppt

学习情境一 ;Contents; 某日晚19:40分，某星级饭店常客李先生携带着三件行李，匆匆的来到总台声称自己三天前订过一间商务房，晚间有几位朋友相约来拜访他，要求马上办理入住手续，可总台却无法找到其预订资料。且饭店已无空房。 1.发生此类问题是谁的责任？ 2.按国际惯例或饭店业常规应如何处理？;一、客房预订 ;一、客房预订;一、客房预订;;;Elong旅行网的订房;一、客房预订;一、客房预订;;;;;一、客房预订;一、客房预订;;一、客房预订;受理电话预订的程序与标准;电话预订视频演示;客房预订情景对话;客房预订情景对话;客房预订情景对话;;WORDS;RESERVATION SCENTNCE;;VIDEO EXAMPLE;EXAMPLE ;practice;;;;;;;;;;;Contents;二、提前排房;;A;;;;;;;;;;CASE 1;;Case 2;;;;A;;;;;;;;;;CASE 1;;Case 2;;;三、确认预订;;;SEA VIEW GARDEN HOTEL FAX MESSAG 青岛海景花园大酒店订房确认单 地址： 青岛市彰化路二号 ADD: No.2 Zhuanghua Road, Qingdao,China 电话： 86.532-5875777 TEL: 86.532-5875777 传真： 86.532-5894031 FAX: 86.532-5894031 E-mail:seaviewgarden@public.qd.sd.cn TO: Ms. Tracy Guo FROM: SEA VIEW GARDEN HOTEL FAX: 86.21 DATE:2004/05/27 RESERVATION CONFIRMATION Dear Ms/Mr. , Thanks for your reservation! We are pleased to confirm the following reservation! Name of Guest: Mr. NARASIMHA VARMA PENMETESA Room number: 1 Room Room type: Single bedroom in the GUESTS-BUILDING Person: 1 person Arrival Date/Fight: Jun 12, 2004 Department Date/Fight: Jun 24, 2004 Room Rate: RMB725 per room per night (including 15%surcharge and breakfast) Payment: Cash/Credit Card Transportation: Provide airport pickup service Thank you for choosing Seaview Garden Hotel Qingdao. Yours sincerely, Charlie Yang Sales Representative;;;;;;四、前台准备;五、客房的准备工作;;;SEA VIEW GARDEN HOTEL FAX MESSAG 青岛海景花园大酒店订房确认单 地址： 青岛市彰化路二号 ADD: No.2 Zhuanghua Road, Qingdao,China 电话： 86.532-5875777 TEL: 86.532-5875777 传真： 86.532-5894031 FAX: 86.532-5894031 E-mail:seaviewgarden@public.qd.sd.cn TO: Ms. Tracy Guo FROM: SEA VIEW GARDEN HOTEL FAX: 86.21 DATE:2004/05/27 RESERVATION CONFIRMATION Dear Ms/Mr. , Thanks for your r