饭店服务与管理英语教学课件作者匡宝红2.pptVIP

Unit 2 Front Office Part One Speaking and Passage Part Two Grammar Part Three Extra Reading Part Four Structure and Vocabulary Part One Speaking and Passage Text The First Representatives of a Hotel When a guest enters a hotel, the first working division he contacts is the Front Office; the first representatives of the hotel he meets are the Front Office staff; the guest’s first and strongest impression，as well as the last impression of the hotel’s operation and management is formed there too. All this Means much to a guest’s visit as well as to the selling of a hotel’s products in a sense，it is possible to say that the Front Office of a hotel is not only its shop window，but also its nerve center. Part One Speaking and Passage The Front Office is one of the busiest departments in a hotel. The duties of the Front Office may include receiving reservations，welcoming and registering guests’ assigning valuables，distributing baggage，providing information，delivering mails and rooms，storing guests messages，exchanging foreign currencies，settling guests’ complaints，checking guests out and so on. All in all，the Front Office is of the first importance in creating a home away from home for all the guests. Part One Speaking and Passage Dialogue 1 A Room Reservation Call Situation: The reservationist (R) is receiving a long distance reservation call from a guest (G) R: Good morning. This is Xinzhong Hotel Reservations. May I help you？ G: Yes，I’m calling from the States. I’d like to book a room，starting from Sept. 22nd. R: What kind of room would you like，sir？ G:A double room，please. Part One Speaking and Passage R: What about a twin-bed room with bath for 90 dollars per night，including breakfast? G:OK. R: May I have your name， G: My name is John Smith. sir? R: Thank you，Mr. Smith. How long will you be staying here? G: Three nights. (The reservationist repeats the reservation.) Part One Speaking and Passage G: That’s it. One more thing, how