Checkingin旅游英语93课件讲解.pptxVIP

主讲人：安娜Checkingin旅游英语

情景导入

01TheFirstRule02TheSecondRule03TheThirdRule三大黄金法则Pre-arrivalPreparation抵达前准备AttheFrontDesk前台办理RoomHandover房间交接

TheFirstRule三大黄金法则酒店恰好满房怎么办？客人想要的房型没有了怎么办？ContingencyPlanning（预案准备）InformationConfirmation（信息确认）客人的姓名拼写、预订的房型入住天数、付款方式ProactiveCommunication（主动沟通）告知时间丨确认预订丨安抚情绪Pre-arrivalPreparationTheFirstRule:

TheSecondRule

LAST原则L-Lead主动引领导游应该主动走向前台，向工作人员示意，为客人开辟一条绿色通道A-Assist协助办理Hello,wehaveareservationunderthenameDavidSmith.S-Smooth流程顺畅确认房卡、Wi-Fi密码、早餐时间、退房时间等关键信息T-Translate翻译解释用清晰、易懂的语言向客人解释，帮助他做出最合适的选择，避免因语言不通造成误解AttheFrontDesk三大黄金法则

核心技能：现场对话讲解Receptionist:Goodafternoon.WelcometotheGrandHorizonHotel.HowmayIhelpyou?Guide:Goodafternoon.Wehaveareservation.ThenameisDavidSmith.Receptionist:Letmecheck…Yes,Mr.Smith.Wehaveyoudownforadeluxesuiteforthreenights.CouldIseeyourpassports,please?Guide:Ofcourse.Hereyouare.Receptionist:Thankyou.Hereareyourkeycards.Yourroomisonthe25thfloor,room2508.Theelevatorisjustoverthere.Breakfastisservedfrom6:30AMto10:30AMonthesecondfloor.Enjoyyourstay!Guide:Thankyou.Mr.Smith,yourroomisready.Letmeshowyoutheway.

情景再现

知识串联机场接机服务三大黄金法则LAST原则L-Lead主动引领A-Assist协助办理S-Smooth流程顺畅T-Translate翻译解释法则二ProactiveCommunication法则三ContingencyPlanning法则一InformationConfirmation

客人旅途中的管家美好体验的创造者感受到家一般的温暖与安心导游

情景：?Yourguest,asolofemaletraveler,ischeckingin.Shementionstoyouthatshesalightsleeperandisworriedaboutpotentialnoise.Thehotelisfullybooked,andtheonlyroomavailableisneartheelevator.任务：?PleasedraftaprofessionalandreassuringreplyinEnglish.要求：主动协助、清晰转述客人的担忧、提出建设性方案、展现关怀。课后作业

ThankYou!主讲人：安娜