Chapter One Reception DeskReception DeskReception Desk, also called Front Desk, is the main part of the restaurant. It is the place where the guests check in and out.The basic skills receptionists must grasp are the following:1. Greeting the guest2. Asking the guest to do things3. Telling the guest where their room is Reception Desk1.Welcome the new comersThe terms1. Reservation2. a ( standard, superior or deluxe) single; a twin3. registration card4. key card5. faxed conformation6.formality(手续)7. payment by cash; by credit card; with traveler’s checks; by VISA8. arrival date departure date 9. Reception Manager 10.Reception Superior11. Senior Receptionist/shift leader 12. ReceptionistSituational Conversation IMr.Yo shimuri: Hello. I’m Mr.Yoshimuri.i’ve just arrived from Osaka .Receptionist: Good morning, sir. Do you have a reservation, please?Mr.Yoshimuri: Yes, I made a reservation from Japan.Receptionist: Could you tell me your name please, sir ?Mr.Yoshimuri: Yoshimuri.Receptionist: Could you spell that please, sir?Mr.Yoshimuri: yes. It’s Y-O-S-H-I-M-U-R-I. Yoshimuri.Receptionist: Thank you,Mr.Yoshimuri. yes, we have your reservation. You’ve reserved a single deluxe room with sea view, haven’t you?Mr.Yos himuri: Yes, that’s right.Receptionist: How long will you be staying, Mr.Yoshimuri ?Mr.Yoshimuri: For four nights.Receptionist: I see. Thank you, And how will you be paying, please?Mr.Yoshimuri: By Visa. Is that OK?Receptionist: Yes, that’s fine. Plea se fill in this registration card, while I prepare your key card .Mr.Yoshimuri: Yes, certainly.Situational Conversation IMr. Yoshimuri: There you are .Receptionist: Thank you, Mr. Yoshimuri. You’ll be in room 401 on the fourth floor. Here’s your key.Mr. Yoshimuri: ThanksReceptionist: And this is your key card. Please don’t forget to carry it at all times as proof that you are staying here. If you need to change money, they’ll need to see it .Mr. Yoshimuri: OK.Receptionist: Would you like a porter?Mr Yoshimuri: Yes , please .Situational Conversation IIReceptionist: Good afternoon, Mr Banks. It’s nice to have you staying with us again.Mr Banks: Thank you. It’s nice to be back in Hong Kong, even if I am onlystaying two days.Receptionist: How was your flight from Los Angeles ?Mr Banks: Fine, but I could do with a rest.Receptionist: Well, there are just a couple of formalities. How would you like to pay, Mr.Banks？Mr Banks: With US dollar traveler’s cheques , I think.Receptionist: Fine, now, could you please fill in this registration card?Mr Banks: Sure, no problemMr. Banks: Here you go.Receptionist: Thank you, Mr. Banks. You’re in room 1212 on the twelfth floor, your usual room. This is your key and here’s your key card.Mr. Banks: Thank you.Receptionist: Please remember to carry your key card at all times. You’ll need it if you want to change money or charge food and drinks to your room.Mr. Banks: Sure .Receptionist: Do you need a porter, Mr. Banks?Mr. Banks: No, that won’t be necessary. I only have this bag.Receptionist: Have a good rest, Mr. Banks.Mr. Banks: thanks very much.Situational Conversation IIIMrs Yuan: Good evening. My name is Yuan. I’ve just arrived from Singapore.My office made a reservation.Receptionist: Welcome to Hong Kong, Mrs. Yuan.Mrs Yuan: Thank you.Receptionist: Now let me see …Mm. I’m afraid there seems to have been a mistake. Are you traveling with your family?Mrs Yuan: No, I’m here on business.Receptionist: I see, so you don’t require a family suite, do you?Mrs Yuan: No, of course not. My secretary booked a deluxe single.Receptionist: I see. well, I really must apologies for the mistake. Do you have a onfirmation of your reservation?Mrs Yuan: Yes, just one moment. Yes, here it is –“one deluxe single room”, forone week.That’s until the 13th.Receptionist: Mm, yes. I see. Well, could you please complete this registrationcard whileI find out if there are any deluxe single rooms still available?Mrs Yuan: Very well, but this really is not my fault…Mrs. Yuan: ThereReceptionist: Thank you, Mrs. Yuan. I’ve checked the reservation situation and we do have a deluxe single room available.Mrs Yuan: goodReceptionist: Your room’s on the third floor, room 315. Here’s your key and key card. Mrs Yuan: thank you.Receptionist: Oh, by the way, Mrs. Yuan, please keep the key card with you at all times.You will need to show it from time to time.Mrs Yuan: OkReceptionist: Do you need a porter, Mrs. Yuan?Mrs Yuan: Yes, please. I’ve got all this baggage.2.Fill in the REGISTRATION or REGISTRATION CARDREGISTRATIONMr/ Mrs/ Miss _________ ____________ _____________Surname(姓) First name（名）Initials（姓名的首字母）Arrival Date ______________ Time _____________Department Date __________________________________From __________________ to _______________________Passport no.______________________________________Nationality ___________________Home Address ________________________________________Date of Birth ____________________No. of persons ____________Form of Payment Cash/ Credit Card/ TC/ Company CCGuest Signature ________________________Chapter Two Reservation DeskSituational conversation IReservations: Good morning. Royal Thai Hotel . Reservations.Caller: Good morning. I’d like to reserve a room next Tuesday. That’s the 14th of March. Reservations: Certainly, sir. How many nights will you need the room?Caller: Three nights. I’m booking the room on behalf of a business client who is arriving in Bangkok on Tuesday.Reservations: I see .What type of room does your client need ?Caller: A twinReservations: Is that a superior twin or a deluxe twin?Caller: What’s the difference i n price?Reservations: The superior twin is 2700 baht a night and the deluxe twin is 3400 baht a night . Both include buffet breakfast.Caller: I think I’ll take the deluxe twin, please.Situational conversation IIReservations: Good morning. Royal Thai Hotel . Reservations.Caller: Good morning. I’d like to reserve a room next Tuesday. That’s the 14th of March. Reservations: Certainly, sir. How many nights will you need the room?Caller: Three nights. I’m booking the room on behalf of a business client who is arriving in Bangkok on Tuesday.Reservations: I see. What type of room does your client need?Caller: A twinReservations: Is that a superior twin or a deluxe twin?Caller: What’s the difference in price?Reservations: The superior twin is 2700 baht a night and the deluxe twin is 3400 baht a night. Both include buffet breakfast.Caller: I think I’ll take the deluxe twin, please.Reservations: May I have your name, please?Caller: Sure. My name’s Goldfeld, Tony Goldfeld.Reservations: Could you spell that please, sir?Caller: G-O-L-D-F-E-L-D . Goldfeld , initial AReservations: And may I have the name of the guest, please?Caller: Mm, It’s Elizabeth Beaulieu-that’s B-E-A-U-L-I-E-U.Beaulieu. Reservations: Thank you, sir. And may I have your telephone number, sir?Caller: Sure .It’s 324-8901Reservations: Thank you. Let me just confirm the details of your reservation, sir. You have reserved a deluxe twin at 3400 baht a night for three nights from Tuesday for Ms Elizabeth Beaulieu. That price includes buffet breakfast , but does not include 10% government tax. Your telephone number is 324-8901 .Is that correct?Caller: Yes, that’s correct.Reservations: Thank you for your reservation , Mr Goldfeld.Caller: Thank you, goodbye.Reservations: goodbye, Mr Goldfeld.Situational conversation IIReservations: Good afternoon. Kyoto Plaza Hotel. Reservations. Can I help you ? Caller: Good afternoon. I ’d like to make a reservation, please.Reservations: Certainly, sir. When would you like the room?Caller: From the morning of Friday the twenty-third for five nights, please. Reservations: How many people is that for, sir?Caller: Just me, I’ll be arriving in Kyoto from Sapporo on Friday morning .Situational conversation IIReservations: What type of room do you require , sir ?Caller: A single, please.Reservations: Would you prefer a deluxe or standard room ,sir?Caller: What’s the difference in price?Reservations: The deluxe room costs 23,000 yen per night ,and the standard room costs 18,000 yen per night ,including taxCaller: I’ll take the standard room, I thinkSituational conversation IIReservations: Good afternoon. Kyoto Plaza Hotel. Reservations. Can I help you ? Caller: Good afternoon. I ’d like to make a reservation, please.Reservations: Certainly, sir. When would you like the room?Caller: From the morning of Friday the twenty-third for five nights, please. Reservations: How many people is that for, sir?Caller: Just me, I’ll be arriving in Kyoto from Sapporo on Friday morning . Reservations: What type of room do you require , sir ?Caller: A single, please.Reservations: Would you prefer a deluxe or standard room ,sir?Caller: What’s the difference in price?Reservations: The deluxe room costs 23,000 yen per night ,and the standard room costs 18,000 yen per night ,including taxCaller: I’ll take the standard room , I thinkReservations: Can you tell me your name, please?Caller: yes, my name is Peter Chandaraga.Reservations: I ’m sorry, sir. Could you repeat your name , please?Caller: Yes, it’s Peter ChandaragaReservations: Is that C-H-A-N-D-A-R-A-G-ACaller: Yes, that’s rightReservations: Can I just confirm those details then . Mr Chandaraga ? You require a standard single room form Friday the twenty-third to Tuesday the twenty-seventh inclusive . The cost is 18,000 yen per night . including tax.Caller: Yes , that’s correct.Reservations: Thank you very much, sir. I have made the reservation for you .Caller: Thank you. See you on Friday morning . What time can I check in? Reservations: Any time from 11:00 in the morning, sirCaller: Oh that’s fine. Thank you for your help.Reservations: Thank you, Mr Chandaraga. GoodbyeCaller: Goodbye.Situational conversation IIIReservations: Garden Hotel Reservations. How can I help you ?Guest: Oh, er, is this the Garden Hotel?Reservations: Yes . Can I help you?Guest: Oh, I ’m just phoning to find out a little about your hotel. I ’mcurrently at the Palm Sands, and, to tell you the truth, I ’m not very happy with the hotel.Reservations: I ’m sorry to hear th at, sir. What would you like to know ?Guest: Well, for a start, where exactly is the hotel? Is it on Hong KongIsland ?Reservations: No, it’s in the centre of Kowloon, a little to the west of theold Kai Tak Airport. In fact, it’s in an excellent location because it’svery central and very convenient for shopping. And it’s only about10 minutes by taxi from the commercial centre of Tsim Sha Tsui .Guest: I see, thank you very much.Situational Conversation IV (Location)Reservations: Good morning, Jade Palace Hotel. How may I help you ?Guest: Good morning. I’ve just arrived in Hong Kong, and I have anappointment to see your Front Office Manager at midday on Monday. Reservations: YesGuest: But I ’m afraid I don’t know exactly where the hotel is .Reservations: I see. Well, the Jade Palace Hotel is on Hong KongIsland, in the centre of the business district. Central, directlyopposite Tsim Sha Tsui, and about 5 minutes on foot from theStar Ferry .Guest: Ah, so it’s right in the centre. Thank you very much, I …The Map of Hongkong’s HotelSituational conversation V (location)Reservations: Good afternoon, Park Royal Hotel.Reservations. Can I help you?Guest: Yes, I hope so. I need to know whereaboutsthe hotel is. I’ve got to make a delivery laterthis afternoon. Can you tell me roughly wherethe hotel is ?Reservations: Yes, certainly, sir. We are in the New Territories to the north of the Lion Rock, in Shatin.Guest: Thanks. How long does it take to get to the hotel form Kowloon? Reservations: Not very long at all- it’s about a 20minute train ride on the KCR .Guest: Thanks very much.Hotel’s FacilitiesSituational conversation VIReservations: Garden Hotel. Reservations. Can I help you?Guest: Yes, I ’m thinking about staying at the Garden when I ’m next in Hong Kong .Could you tell me something about the facilities?Reservations: Certainly, sir. There’s a full range of top-class restaurants and bars, of course.Guest: Ugh huh.Reservations: And a night club.Guest: Yes, well, I won’t be there on holiday, I’m afraid, It’ll be work. Reservations: I see, well, you’ll certainly be interested in our business centre then ,sir.Guest: Do you have conference facilities?Reservations: No, we don’t, I ’afraid, sir, but there are many conference sites very close to the hotel.Guest: Mm. What about a health centre, Is there a multi-gym?Reservations: Oh yes, sir, we have a comprehensive health centre with sauna.Guest: Good. I presume you have a swimming pool?Reservations: Er…no, I ’m afraid there’s no swimming pool yet, sir. It’s being built at the moment .Guest: I see. Well, I think that’s about it. Thanks very much for the in formation. I ’be in touch.Situational conversation VIIReservations: Jada Palace Hotel. Reservations. How can I help you?Guest: Hello. Could you give me some information about the facilities your hotel can offer,please?Reservations: Of course, madam. Is it for business or pleasure?Guest: Pleasure.Reservations: I see. Well, we have extensive fitness and beauty facilities, including a health centre and sauna and a beauty salon. There is also a full-sizeswimming pool, and tennis and squash courts as well.Guest: I see, well, I ’m not really a health fanatic. What types of restaurant are there? Reservations: We have Japanese, Italian, French and Thai restaurants, as well as Chinese, of course. there is also a coffee shop and a number of bars , including aGerman beer cellar.Guest: OK. What about disabled facilities? You see, my husband’s in a wheelchair.Reservations: Er, what do you mean?Guest: Well, do you have ramps as well as stairs? In some hotels, my husband has real problems.Reservations: Mm. yes, I understand, madam, but I ’m afraid there are no special facilities for disabled guests.Guest: Oh, I see. Well, it is quite important to us … Look, I ’ll have a think about it and ring you back .Reservations: Certainly madam. Thank you for calling.Chapter 3 Guest ServicesGuest Services Section is one of the main parts of the front hall, which consists of the guest service staff. It is the common phenomenon in modern hotels.The basic skills for the staff:1. Showing guests around their room2. Helping guests get around the hotel3.Offering advice about what guests can do and see1. Showing guests around their roomBellboy: Is this your first visit to Hong Kong, Mr. Clark?Guest: Yes …Bellboy: Here we are, sir. Room 208. This is you room, sir. Shall I open the blinds, sir? Guest: Yes, please.Bellboy: I’ll put your suitcase here on the suitcase stand, sir.Guest: Thank you.Bellboy: There is a documentation folder on the table containing a room service menu and information about other hotel se rvices. There’s also some hotel stationery inside , and “what’s on ” guide to Hong Kong.Guest: Mm. Thank you.Bellboy: Over here is the bed –head console. It has three buttons. The one on the left is to control the TV, the one in the middle is for the radio, and the one on the right is for the lights .Guest: I see, Is there a fridge?Bellboy: Yes, there’s a small fridge under the minibar which is next to the TV.Guest: Thanks.Bellboy: In the bathroom over the sink there’s a shaver point, and on the side of the door there’s a bottle opener.Guest: Thank you , That’s most helpfulBellboy: You’re welcome , sir , GoodbyeGuest: Goodbye2. Helping guests get around the hotelGuest: Excuse me, could you tell me where the Coffee Shop is, please?GR Officer: Certainly, sir. Go straight across the lobby and the coffee shop is next to the lift on the left. You can’t miss it .Guest: Thank you. What about the restaurant? Where’s that?GR Officer: The Skylight Restaurant, sir ?Guest: Yes .GR Officer: Ah, the Skyli ght Restaurant’s on the third floor. Turn left out of the lift and it’s at the end of the corridorGuest: Thank you very much.GR Officer: You’re welcome, sir.2. Helping guests get around the hotelGuest: Excuse me .GR Officer: Yes, madam. Can I help you?Guest: Yes. Can you tell me how to get to the Health Centre, please?GR Officer: Of course, madam. Take the lift to the third floor. Go straight ahead out of the lift and the Health Centre’s on your right.Guest: Thank you, and can you tell me where the Beauty Salon is,please?GR Officer: Yes. The Beauty Salon’s on the second floor. Turn left out of the lift and it’s at the end of the corridor.Guest: Thank youG R Officer: You’re welcome, madam2. Helping guests get around the hotelConversation OneGuest: Excuse me .GR Officer: Yes, sir? Can I help you?Guest: yes, where’s the Tour Desk, please? I know it’s in the lobby somewhere, but I can’t find it.GR Officer: The Tour Desk, sir ? It’s just over there next to the stair, sir.Guest: Ah, thank you, I didn’t see it there.GR Officer: You’re welcome, sir.Conversation TwoGR Officer: Good morning , Mr Matin .How are you this morning ?Guest: Fine, thanksGR Officer: Do you have anything planned for today?Guest: Nothing particular .Can you recommend something?GR Officer: Certainly , sir , What do you like doing?Guest: Well , I like shopping . I also like trying new food.GR Officer: In that case , I’m sure you’d enjoy the Landmark . It’s a great place for shopping.Guest: Ugh Huh…GR Officer: Do you like visiting places of historical interest?Guest: Mm. Sometimes. What sort of places?GR Officer: Well, you could go to the Museum of Teaware, Which is in Hong Kong Park.I’m sure you’d enjoy it. It’s very peaceful and it’s not that far from theLandmark.G uest: Mm, it’s an idea.GR Officer: Or, if you want a really quiet day, why don’t you go to the beach? You could take the ferry to one of the outlying islands.Guest: No, I really don’t like sitting on the beach. I want to actually do something.Maybe the Landmark for some shopping and then Hong Kong Park and the Museum of Teaware. What about in the evening ?GR Officer: Well, if you like eating, sir, there are some good small restaurants around Lan Kwai Fong.Guest: OK, Lan Kwai Fong. That sounds fine. Tell me, is the Landmark far from here? GR Officer: Not Particularly. About a 15 minute taxi ride from the hotel.Guest: I see. Thanks very much. You’ve been most helpful.GR Officer: You’re welcome, sir, Have a pleasant day.Chapter Four Telephone DeskUsi ng “ telephone language”Telephonist: Pacific Oriental Hotel. Can I help you?Caller: Yes, can you put me through to one of your guests, please?Telephonist: Certainly, sir. What is the guest’s name, please?Caller: Anthony GibsonTelephonist: And could you tell me his room number, please?Caller: Room 1516, I think. He arrived yesterday from Rome .Telephonist: Ah, yes. Could you wait a moment while I put you through?... Telephonist: You’re through , sirCaller: Thanks… Tony, is that you?Using “ telephone language”Telephonist: Pacific Oriental Hotel. Can I help you?Caller: Yes, can you put me through to Mr Stephen Patterson in room 1208? Telephonist: Certainly, sir. Could you wait a moment while I put you through?. Telephonist: Hello, sir. I’m afraid there’s no response. Would you like to leave a message for him?Caller: Thank you. Yes, could you tell him that Dr Wang rang? My number is 26986175 Telephonist: Dr Wang .26986175. I’ll pass your message to Mr Patterson, sir, Thank you very much.Using “ telephone language”Telephonist: Pacific Oriental Hotel. Can I help you?Caller: Yes, can you put me through to one of your guests, please?Telephonist: Certainly, madam. What is the guest’s name , please?Caller: Janet Smith. She’s in room 405Telephonist: T hank you …Telephonist: Hello, madam. I ’m afraid there’s no response. Would you like to give me your telephone number so she can ring you back?Caller: Yes, please. Could you tell her that Mrs. Hamzah rang? That’s H-A-M-Z-A-H .From the Islamic University in Kuala Lumpur. She has my number.Telephonist: Thank you, Mrs. Hamzah. I’ll pass your message to Ms Smith.Thank you.Using “ telephone language”Telephonist: Parkside Hotel. Can I help you?Caller: Could I speak to Mr. Chen in your Maintenance Section, please? Telephonist: Who shall I say is calling, please?Caller: Mr. Singh. That’s S-I-N-G-H. It’s about the rewiring of the alarm. Telephonist: Could you hold on for one minute, please, Mr. Singh? I’ll putyou through.Caller: Thank you…Telephonist: Hello, Mr. Singh? I ’m afraid Mr. Chen is in a meeting at themoment. Can I take a message, please?Caller: Yes, could you ask him to ring me back as soon as possible?Telephonist: Of course, Mr. Singh. Could you give me your number, please?Caller: It’s 2360215Telephonist: 2360215. Thank you. Mr. Singh. I’ll ask Mr. Chen to return your.call when he comes in.Caller: Thank you. Goodbye.Telephonist: Goodbye. Mr. SinghUsing “ telephone language”Telephonist: Parkside Hotel. Can I help you ?Caller: Yes. Can you put me through to Mrs. Liu, please?Telephonist: Is she a guest at the hotel, sir?Caller: Yes.Telephonist: Can you tell me her room number, please?Caller: Mm. I think she’s in room 213.Telephonist: Ah, yes, Mrs. Liu. Just o ne moment, please…Caller: Hello, sir. I ’m afraid there’s no response. Would you like to leave a message for her ?Telephonist: Yes, please. Just tell her I ’m going to call by this evening at about 9:30. Caller: Can I have your name, please, sir?Telepho nist: Yes. It’s Faulkuer, Peter Faulkner. F-A-U-L-K-N-E-RCaller: Would you like to give me your telephone number so she can ring you back if necessary?Telephonist: Yes. Good idea. My number is 26992456Caller: 26992456. Thank you, sir. I’ll make sure she gets the message.Telephonist: Thank you very much, Goodbye.Caller: Goodbye sir.Confirming a BookingTelephonist: South Bay Hotel. Can I help you?Caller: Yes. I’d like to book a table at the Harbour View Restaurant.Telephonist: Certainly, sir. When would you like the booking, and for howmany people?Caller: It’s for four people on Tuesday the Twelfth.Telephonist: Tuesday the twelfth for four people? Certainly, sir. What’s your name, please?Caller: SzetoTelephonist: Mr. Szeto. Thank you, sir. And what time is it for, Mr. Szeto?Caller: At 9 o’clockTelephonist: So that’s a table for at nine o’clock on Tuesday the twelfth inthe name of SzetoCaller: Yes, that’s correct.Telephonist: Thank you very much, Mr. SzetoCaller: Thank you, Good bye.Telephonist: Goodbye.Confirming a BookingTelephonist: South Bay Hotel. Can I help you?Caller: Yes. Could I make a booking at the Harbour View Restaurant?Telephonist: Certainly, madam. How many people is it for, and when will you be coming ?Caller: It’s for myself and my husband – on Friday the twenty – third .Telephonist: So that’s two people on Friday the twenty- third? In what name, please? Caller: LiangTelephonist: Mrs. Liang. Thank you. madam. And what time is it for, Mrs. Liang? Caller: 7:30Telephonist: Let me just confirm. That’s a tabl e for two at 7:30 on Friday the twenty-third in the name of LiangCaller: Yes, that’s correct.Telephonist: LiangCaller: Thank you very much, Mrs LiangTelephonist: Thank you. GoodbyeCaller: Goodbye。
