酒店英语unit3研究报告.ppt

Bell Service Bell Service 应接服务 Content 大连理工大学电子音像出版社 LOGO 世纪商务英语阅读教程（专业篇Ⅰ） DUTP 世纪商务英语阅读教程（专业篇Ⅰ） DUTP 大连理工大学电子音像出版社 Unit 3 环球雅思 旅游与酒店口语课程教材 实用酒店英语（第二版） 大连理工大学电子音像出版社 How to make a registration 如何进行登记 How to receive a guest with a reservation 如何接待有预订的客人 How to receive a walk-in guest 如何接待临时入住的客人 Aims of Studying Dialogues Useful Drills Tips Exercises Dialogues Background Information 1. 标准迎宾应接服务(Welcome the guests) 每日7:00~23:00须提供迎宾服务? 要求迎宾服务时有朝气?有微笑?有礼貌地问候每一位客人? 迎宾员须清晰?完整地记录下每天7:00~23:00进出酒店的所有出租车车牌? 2. 宾客步行到店(Guests arriving by walk) 迎宾员应向客人点头致意,并致欢迎词“欢迎光临本酒店”,同时用手示意客人进 入大厅? 行李员(门童)为客人拉开酒店正门? 如果客人携带行李,行李员应主动帮助客人提取行李? 一? 基本常识 Dialogues Background Information 3. 宾客车辆抵店(Guests arriving by car) 迎宾员要把车辆引导到客人容易下车的地方,一般是正门前的台阶下方? 汽车停稳后,门卫应打开车门,如果客人乘的是出租车,应等客人付费完毕后,再把 车门打开,然后热情地向客人致意问候? 对常客应努力记住客人姓名,以示尊重?开门时,要用左手打开车门成70度左右, 右手挡住车门上沿,为客人护顶,防止客人碰伤头部,开车门时注意总是先打开后 车门? Dialogues Dialogue 1 J: Good evening. What can I do for you, sir? S: Good evening. I booked a double room with a bath one week ago. I am Stephen Nobel. J: Just a moment, please, Mr. Nobel. I’ll check the arrival list... Sorry to have kept you waiting, sir. Yes, you have reserved a double room with a bath and a rear view from today to 8th. You paid RMB300 advance deposit. Is that correct? S: That’s it. The Registration 登记 J=Jane (Receptionist) S=Stephen Nobel (Guest) Translation Dialogues Dialogue 1 J: Could I see your passport, please? ...Thank you, sir. And would you mind filling in the registration form? S: I’ll take care of it... Here you are. Is it all right? J: Yes, thank you. How are you going to pay, in cash or in credit card? S: Could I pay with traveler’s checks? J: Certainly... Here is your receipt and the key to Room 6208. Please keep it. And the bellboy will show you up. Have a nice evening, sir. S: Thank you. Translation 返回 Dialogues J=Jane (Receptionis