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酒店实务英语Module 1 Front Office

酒店实务英语Module 1 Front Office

2. Match the monetary with the country or area
where it is used.
. 1.Baht 2.Dollars 3.Euros 4.Pesos 5.Pounds 6.Ringgit s 7.Rupees 8.Rupia 9.Won 10. Yen 11. Yuan
Warm-up
1. Guessing the meaning of the间 双床间 普通套间 商务套间
复式套间
连接套间 豪华套间 总统套间
临时性预订 确认性预订 保证性预订 团体客人
重要客人 已付定金等 保证性客人
要求延期至 预期离店客人 常客
散客
Practical English in Hotels
Practical English in Hotels
Task 1 Handling a Reservation
G: Sure. My name is Adrien Brody , phone number is 0062-3708-9968. R: Adrien Brody, phone number is 3708-9968. Excuse me, how do you
酒店实务英语Module 1 Front Office
Contents
Part1 Room Reservation Part2 Concierge Service Part3 Check in Part4 Dealing with Complaints Part5 Cashier Service
Part 1 Taking Restaurant Reservations Learning Objectives
them and they will help you . G: That’s fine. Thank you.

酒店英语学习情境一：前厅服务英语1-8 Checking Out

酒店英语学习情境一：前厅服务英语1-8 Checking Out
角色A: 你是George Brown, 到前台办理结帐退宿,你打 算用美国运通卡付款.
角色B: 你是前台收银员Kate，你为Brown夫妇办理信用 结账，并祝客人旅途愉快。
Words to know
• bill n. 帐单
key card 房卡
• deposit n. 押金
invoice n. 发票
Working Knowledge 工作知识(2)
• 2. Some abbreviations on the bills
Room=Room Charge T=Telephone Call Charge L.DIST=Long Distance Call
RESTR=Restaurant L=Laundry
C.I.A. (Cash In Advance) P.I.A. (Paid In Advance) B.N. P. (Bill Not Paid)
房费 电话费 长途电话费 餐饮费 洗衣费 预付现金 已预付 未结帐
Working Knowledge 工作知识(3)
• 3. The following is a chart showing the components of a hotel bill.
“一带一路”
酒店英语学习情境一：前厅服务英语1-8 Checking Out
学习情境一：前厅服务英语
学习任务: 结帐退店
• Name : Kate • Job: Cashier • Responsibility:
To help check out and settle the bill for guests.
• receipt n. 收据
change n. 零钱
• include vt. 包括

酒店情景英语-1.1-Reservation教案资料

酒店情景英语-1.1-Reservation教案资料
Date:
R：Good morning. This is Xinzhong Hotel Reservations. May I help you? C: 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? C: A double room, please. R: what about a twin-bed room with bath for 90 dollars per night, including breakfast? C:OK. R: May I have your name, sir. C: My name is John Smith. R: Thank you, Mr. Smith. How long will you be staying here? C: Three nights. (the receptionist repeats the reservation.) That’s it. One more thing, how can I have my reservation guaranteed? R: I’ll just need your credit card number and take care of the rest of you. C: It’s No.1734-4018-2273-1868. R: Thank you, Mr. Smith. Anything else? C: No, thanks. Good-bye. R: Goodbye
have….
It’s all right for (date )but not (date ) We don’t have any (room type), would you mind having

RoomReservations-现代酒店英语口语实用教程第1课

RoomReservations-现代酒店英语口语实用教程第1课

Chapter 1 Front Desk 前台Unit 2 Room Reservations 客房预订经典对话R=Reservation Clerk 预定员 G=Guest 顾客R：Good morning. Room Reservations . May I help you?您早，客房预订部，请问有什么可以帮助您？G：Yes,I’d like to book a room.我想预订⼀个房间。

R：Thank you, sir. For which date and how many guests will there be in your party?谢谢您。

要订在什么时候？您⼀⾏有多少⼈？G：From April 16th to 20th .Just my wife and myself.4 ⽉ 16 ⽇到 20 ⽇。

只有我和我太太。

R：From April 16th to 20th …… .And which kind of room would you prefer, sir?4 ⽉ 16 ⽇到 20 ⽇。

请问您想预订哪种房间。

G:A Twin，please.R：Could you hold the line please? I’ll check our room availability.(After a while ) Thank you for waiting , sir. We have a twin room at US$180 per night, will that be all right?请别挂断好吗？我来检查⼀下是否有空房间。

（过来⼀会⼉）让您久等了，先⽣。

我们有空余的双床间，现在价格是每晚 180美元，这样可以吗？G：Ok, I’ll take it.好的，我订了。

R：Thank you ,sir. May I have your name and phone number, please?谢谢您，先⽣。

酒店英语学习情境一：前厅服务英语1-1 Room Reservations

酒店英语学习情境一：前厅服务英语1-1 Room Reservations

拼写
room rate
房价
departure date 离开日期
reservation n. 预订 available adj. 可提供的 prefer vt. 更喜欢 arrival date 到达日期 look forward to 期待
Useful expressions
1. Helping the guest book rooms 帮助客人预订房间 (1) Room Reservations. (How) may I help you? (2) I’ll check our room availability. (3) I’d like to confirm your reservation. (4) We look forward to serving you.
4. 凯悦国际酒店集团
（ Hyatt Hotels & Resorts）
5. 最佳西方酒店管理集团 （Best Western International）
6. 圣达特国际集团
（Cendant Corporation）
7．凯宾斯基国际酒店集团 （Kempinski Hotels & Resorts）
Hotel tips
世界著名酒店集团概览 Hotel Group Introduction
1. 洲际国际酒店集团
（Intercontinental Hotels Group）
2. 希尔顿酒店集团公司 （Hilton Hotels Corporation）
3. 万豪国际酒店集团公司 （Marriott International, Inc. Hotels）
角色A: 你是George Brown, 准备和妻子到广州旅游， 你打电话给酒店预订一间双人间，时间为3月6日至9日, 你告诉预订员你们将在早上9点到达. 角色B: 你是预订员kelly，你接受电话预订服务.

酒店场景中英文对话

酒店场景中英文对话

酒店场景中英文对话场景一：办理入住手续Receptionist: Good afternoon! Welcome to our hotel. How can I help you?前台: 下午好！欢迎来到我们酒店。

请问我能帮您什么？Guest: Hi, I have a reservation under the name Li Ming客人: 你好，我预订了一个房间，名字是李明。

Receptionist: Let me check. Yes, Mr. Li. I see your reservation here. Can I have your ID and credit card, please?前台: 让我查一下。

好的，李先生，我看到了您的预订。

请出示您的身份证和信用卡。

Guest: Sure, here they are.客人: 当然，给您。

Receptionist: Thank you. You’ve booked a deluxe room for three nights. Is that correct?前台: 谢谢。

您预订的是豪华房，住三晚，对吗？Guest: Yes, that’s correct.客人: 是的，没错。

Receptionist: Great. Here is your room key. You are in room 305 on the third floor.前台: 很好。

这是您的房卡。

您的房间在三楼的305号。

Guest: Thank you. What time is breakfast served?客人: 谢谢。

早餐几点开始供应？Receptionist: Breakfast is served from 7 AM to 10 AM in the dining areaon the second floor.前台: 早餐供应时间是早上7点到10点，在二楼的餐厅。

酒店英语学习情境一：前厅服务英语1-5 Introducing the Facilities and Services-PPT精选文档-精选文档


• arrange • internet • brochure • access
n. 安排 n. 互联网 n. 小册子 vt./n. 接近，进入
introduce wonderful opposite location
vt. 介绍 adj. 极好的，精彩的 prep. 在......对面 n. 位置
• until prep. 直到......才 • service hour 服务时间
from......to 从......ful expressions
• 1. Introducing hotel facilities 介绍酒店设施 (1) We have a fully equipped business center, with internet access. (2) We have a full range of secretarial services. (3) There’s a fully equipped fitness club with an indoor swimming pool. (4) There’s a wonderful sauna.
Useful expressions
• 3.Explaining service hours 解释服务时间 (1) It’s open every evening from 7 to around 10 o’clock. (2) The fitness and sauna closes at 10 pm...but it opens up again tomorrow at 7 am. (3) The pool is only open in summer. (4) Room service is available until 10.30 pm.

酒店前厅部基本英文服务知识

Front Office前厅部Reception前台Lesson 1 At the Reception Desk接待台Attendant: Good morning, sir. Welcome to our hotel. 早上好，先生。

欢迎来到我们酒店。

Guest: Good morning.早上好。

Attendant: How may I help you, sir? 我能有什么为您服务的呢？Guest: I reserved a KSUG three weeks ago. I am Ken.我是Ken，我在三周之前预定了一间高级大床间客房。

Attendant: Just a moment, please, Mr.Ken. I'll check the arrival list. Ken先生，请您稍等。

我查询一下预抵单。

One minute later…Attendant: I am sorry to have kept you waiting. May I have your passport, please? 对不起,让您久等了.我能看下您的护照吗？After check…Attendant: Thank you, sir. I am checking in for you. Please sign it. 谢谢您，先生.我现在为您登记,请您签字。

Guest: Thanks. Here you are. Is it all right?谢谢,给你.这样就好了吗?Attendant: Certainly, sir. Thanks. Pay in cash or by credit card? 对的，谢谢。

您用现金还是信用卡付费呢？Guest: Credit card.信用卡。

Attendant: Certainly sir. Here's the key to Room 1234 and your room cards. Please keep them.当然可以先生。

酒店前厅部基本英文服务知识

-------------------------------------------------------------------------------精品 文档Front Office前厅部Reception 前台Lesson 1 At the Reception Desk 接待台Attendant: Good morning, sir. Welcome to our hotel. 早上好，先生。

欢迎来到我们酒店。

Guest: Good morning.早上好。

Attendant: How may I help you, sir? 我能有什么为您服务的呢？Guest: I reserved a KSUG three weeks ago. I am Ken.我是Ken ，我在三周之前预定了一间高级大床间客房。

Attendant: Just a moment, please, Mr.Ken. I'll check the arrival list. Ken 先生，请您稍等。

我查询一下预抵单。

One minute later …Attendant: I am sorry to have kept you waiting. May I have your passport, please? 对不起,让您久等了.我能看下您的护照吗？After check…Attendant: Thank you, sir. I am checking in for you. Please sign it. 谢谢您，先生.我现在为您登记,请您签字。

Guest: Thanks. Here you are. Is it all right?谢谢,给你.这样就好了吗?Attendant: Certainly, sir. Thanks. Pay in cash or by credit card? 对的，谢谢。

您用现金还是信用卡付费呢？Guest: Credit card.信用卡。

酒店常用英语口语前厅英语

酒店常用英语口语：前厅部用语（1） Have you a reservation？您预订过吗？（2） May I have your name and room number？您能告诉我您的名字与房间吗？（3） Here is your room key.给您房间钥匙。

（4） Please pay at the cashier's desk over there.请去那边帐台付款。

（5） Are these your baggage？ May I take them for you？这些是您的行吗？我来帮您拿，好吗？（6） I'm afraid our hotel is fully booked on that date.对不起，我们饭店那一天的客房全部订满了。

（7） Your room is confirmed for that day. We look forward to serving you.您要的那一日房间已经确认了。

我们期待着为您服务。

（8） I'll cancel Mr Bell's reservation from February 27th for three nights.我将取消BELL先生从2月27日开始3个晚上的预订。

（9） May I reconfirm your departure date？我可以再次确认您的离店日期吗？（10） I'm sorry， madam. We don't have any vacancy at the moment.对不起，小姐，我们现在没有空房间。

（12） How many pieces of luggage do you have？请问您有几件行？（13） Is there anything valuable or breakable in your bag？您包里有贵重或易碎物品吗？（14） You can get your money changed at the cashier's Desk..您可以去收款处兑换钱。

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Useful expressions
• 3. Explaining room rate 解释房价 (1) We have a twin room at $180 per night. Will that be all right? (2) A single room is $80 per night, with a 10% service charge.
Working Knowledge 工作知识(1)
When making reservations, you should ask the guest the following information:
1. The date of arrival and departure （客人到达和离开酒店的时间）
6 Activity
Learning Objectives 学习目标
After finishing this task, you should be able to: ☆ Ask guests’ information about booking rooms ☆ Offer help to guests
2. The number of the people （住店的人数）
3. The room type and the number of rooms （客人所要的房型和房间数）
4. Special requests （特别的要求）
Working Knowledge 工作知识(2)
You should also confirm the followings from the guest:
• spell vt.
拼写
• room rate
房价
• departure date 离开日期
reservation n. 预订 available adj. 可提供的 prefer vt. 更喜欢 arrival date 到达日期 look forward to 期待
Useful expressions
Activity
• 1. Look at the pictures below and write down the names of room types. 观察下面的图片并写出房间类型的英文名称。
Picture 1_________
Picture 2_________
Activity
•1. Look at the pictures below and write down the names of room types. 观察下面的图片并写出房间类型的英文名称。
4. 凯悦国际酒店集团
（ Hyatt Hotels & Resorts）
5. 最佳西方酒店管理集团 （Best Western International）
6. 圣达特国际集团
（Cendant Corporation）
7．凯宾斯基国际酒店集团 （Kempinski Hotels & Resorts）
在电脑上查找所需要的空房 • Get the detail information from the guest
从客人那里获取详细的信息 • Confirm the reservation 确认预订 • Express your wishes 表示祝愿客人 • Form the reservation record 形成预订记录
Useful expressions
• 2. Asking information about booking rooms 询问客人预订的信息 (1) For which date? (2) How many guests will there be in your party? (3) What kind of room would you like/prefer? (4) How many nights are you going to stay? (5) May I have your name and phone number, please?
Hotel tips
世界著名酒店集团概览 Hotel Group Introduction
1. 洲际国际酒店集团
（Intercontinental Hotels Group）
2. 希尔顿酒店集团公司 （Hilton Hotels Corporation）
3. 万豪国际酒店集团公司 （Marriott International, Inc. Hotels）
1. The name of the guest or name of the group （客人的姓名或团队名称）
2. The guest’s telephone number （客人的电话号码）
3. The contact name and his telephone number （如果是代订还要留下代订人的姓名及电话号码 ）
学习情境一：前厅服务英语
学习任务: 预订房间
• Name : Kelly ty:
To sell hotel rooms and help guests book rooms they want.
Contents
1 Learning Objectives 学习目标 2 Working Procedures 工作程序 3 Working Knowledge 工作知识 4 Hotel Task 酒店任务 5 Words and Expressions
• 1. Helping the guest book rooms 帮助客人预订房间 (1) Room Reservations. (How) may I help you? (2) I’ll check our room availability. (3) I’d like to confirm your reservation. (4) We look forward to serving you.
Picture 3_________
Picture 4_________
Activity
• 2. Suppose you are a clerk at the Room reservation. You’re now receiving a reservation. What would you ask according to the board bellow. 假如你是前台预订部的服务员，你正接受客人的预订，根 据下面的提示词询问客人预订的信息。
8．喜达屋国际酒店集团 （Starwood Hotels & Resorts Worldwide）
9．雅高集团
（ACCOR）
10．香格里拉酒店集团
（SHANGRI - LA Hotels & Resorts）
Thank you！
谢谢
Working Procedures 工作程序
• Greet the guest 向客人问好 • Ask the guest the reservation information
询问客人预订信息 • Search for the room available/needed in the computer
Pay attention to use polite language.
In the form below are room types and their corresponding Chinese names.
Hotel Task 酒店任务
• Suppose you are Kelly, now you’re going to book rooms for the guest. Please perform the task according to the hints below with your partner.
角色A: 你是George Brown, 准备和妻子到广州旅游， 你打电话给酒店预订一间双人间，时间为3月6日至9日, 你告诉预订员你们将在早上9点到达. 角色B: 你是预订员kelly，你接受电话预订服务.
Words to know
• Reserve vt. 预订
• confirm vt. 确认