02 reception and check-in酒店登记英语.pptVIP

Unit Two Reception and Check in Reception and Check in Word Reference: farewell n. 辞别，再见 harbor n. 海港，码头 crucial a. 至关紧要的 retort v. 反驳 inquiry n. 质询，调查 communicate v. 通话，交流 multiple a. 多样的 n. 倍数 standpoint n. 立场，观点 compensation n. 补偿，赔偿 casually ad. 随便地，偶然地 Generally speaking, reception service covers four kinds of services. Firstly, welcome and farewell service. It may extend to airport, harbor or station to receive guests. To do this, the staff member in charge shall check information about guests in order to pick up them timely if necessary. They should notice the changes of arriving time and keep contact with guests. Ardent welcome to guests and being always helpful are crucial to impress them. Similarly, welcome and farewell at the gate of the hotel are also critical, and the service provided by the front office covers arranging cars, cleaning the gate and help with security. Secondly, luggage service. Particularly arranged luggage desk is in charge of this, and reservation and reception units are supposed to send the list of guests here to ensure luggage desk could arrange their jobs. Thirdly, inquiry and mail service. Inquiries from guests will be answered and mails for guests will be taken care of. Lastly, complaint center. Each hotel must have a complaint center to which the guests can complain about services. Usually, vice manager will be assigned for this challenging job to communicate with guests. Only with successful settlement could the guest be impressed and the image of the hotel be improved. Multiple ways are available to handle complaints, but there are still several general rules to follow. First and foremost, when guests are complaining angrily, the vice manager shall listen to them carefully and let the guests finish their talks and calm down before attempting to explain and argue, and the manager shoul