饭店实用英语Practical English for Hotel Industry演示教学.ppt

2.10 Checking in a Large Tour Group Scene: The hotel staff receptionist(R) receives a large tour group with the leader Miss Tory(T). Receptionist: Good afternoon, Miss. How may I be of assistance? Miss Tory: Hi. I’ve got a group booking for 15 rooms. Receptionist: OK. What name were they reserved under? Miss Tory: We’re on a school trip so it would be under the school’s name. It’s The Castle School. Receptionist: Fine. Just a second. Here it is. A party of 28? Miss Tory: That’s right. We called ahead to reserve rooms on the same floor. Receptionist: Let me check the booking. Yes, that’s fine. The rooms are all adjacent. We’ve managed to give you 15 adjoining twin rooms. Miss Tory: That’s brilliant. Most of the kids will be sleeping unsupervised. Is that OK? Receptionist: That’s OK as long as the trip leader can take responsibility for them. Miss Tory: That’s no problem. They are very well behaved .Let me know if they are too noisy. Receptionist: OK, you’ll be in the 7th floor, rooms 701 to 715. Unit Three Hotel Services Text A Hotel service, as an intangible product, is different from the products of manufacturing companies. The first impression of what kind of service the hotel offers occurs when guests call for a reservation. If all of the guests’ expectations are performed better than expected---that is, if reality exceeds expectations---then guests rate the service as better than average, or high. If reality matches expectations---the guests get what they expected, no more and no less----then service is satisfactory. But if reality is less than what is expected, then service is poor. Therefore, we define good service as meeting guests’ needs in the way what they want and expect them to be met. Superior service, obviously, means exceeding their expectations. The characteristics of hotel services are these. The nature of the product（service） is different. Customers are more involved in the production process. People are part of the product. It’s harder to maint