MajorContents第二章前廳Lesson2Reception接待I.Leading-inII.WorkingProcedureIII.DialoguesIV.TipsforServiceV.Words&ExpressionsVI.Exercises???HumancontactreallycountsI.Leading-inBACKNEXT第二章前廳HumancontactreallycountsHumancontactbetweenstaffandguestsiswhatmakesthestaymemorableforaguest.Whenguestsarriveatahotel,althoughtheirfirstrealimpressionisprovidedbythehotellobby,itisthefirsthumancontactthatreallycounts.Theexchangethattakesplacebetweeneachchecking-inguestandtheFrontDeskstaffwillhaveamajorimpactonwhetherornotthatguestfeelsgoodabouthisstay.Itisforthisreasonthatweshouldwelcomeguestsinawaythatmakesthemfeelcaredforand“athome”.I.Leading-inPREV.BACK第二章前廳入住程序II.WorkingProcedure微笑問候詢問預訂介紹房型查閱訂單出示證件離店日期付費方式房費保證負責分房/餐券告知事宜傳呼行李員記錄/交接信息BACKNEXT第二章前廳入住程序II.WorkingProcedure1.客人走近前臺時,接待員主動微笑問候。Goodmorning/afternoon/evening,Sir/Madam.MayIhelpyou?您好,先生/女士,可以幫您嗎?2.詢問預訂情況。Doyouhaveareservation?請問您有預訂嗎?PREV.NEXT第二章前廳預定服務程序II.WorkingProcedure3.無預訂時,查看客房房態表,介紹可售房間類型、房價。Wehavesinglerooms,doublerooms,twin-bedroomsandsuites.我們有單人間、雙人間、雙床間和套房。4.有預訂時,查閱預期到達名單(E.A.list),迅速找出預訂單。PREV.NEXT第二章前廳Whichtypeofroomdoyouprefer?請問您喜歡哪一種?入住程序II.WorkingProcedure5.確認房間類型、數量,請客人出示證件。MayIuseyourpassportforregistration?請出示您的護照登記。6.確認離店日期。注意核對客房房態表,不要與未來訂房發生沖突。Forhowmanydayswouldyouliketostayinthehotel?請問您打算住多少天?7.詢問付費方式。Howwouldyouliketopaythebill?請問您怎樣付費?PREV.NEXT第二章前廳入住程序II.WorkingProcedure8.房費保證。PleaseleaveanadvancedepositofHK$××/US$××/RMB××yuanatthecashier’sdesk.請到前臺收銀交存押金××港幣/美元/人民幣。9.根據空房表分房、制房卡、蓋餐券、填寫餐券控制表,抄寫餐券號碼于登記表右上角。PREV.NEXT第二章前廳MayItakeaprintofthecreditcard,please?請讓我復印一下您的信用卡好嗎?Yourbillwillbepaidby××.你的賬單將由××支付。入住程序II.WorkingProcedure10.請客人在登記表和房卡上簽名,歸還證件。將餐券和房卡交給客人,告知早餐時間、地點和退房時間以及網絡使用事宜。Thewesternrestaurantonthesecondfloorservesbreakfastfrom7a.m.to10a.m..Yourcheck-outtimeis12:00noontomorrow.2樓的西餐廳每天上午7點至10點供應早餐。您的退房時間是明天中午12點。11.傳呼行李員。將鑰匙交給行李員,由其帶領客人進入房間,祝客人居住愉快。Mr.××,yourroomnumberis××.Ourbellboywillescortyoutoyourroom.Enjoyyourstaywithus.××先生,您的房間號是××,行李員會送您去房間。祝您居住愉快!PREV.NEXT第二章前廳入住程序II.WorkingProcedure12.電話通知賓客服務中心該房已入住,做好電話記錄,將客人資料輸入電腦。Thewesternrestaurantonthesecondfloorservesbreakfastfrom7a.m.to10a.m..Yourcheck-outtimeis12:00noontomorrow.2樓的西餐廳每天上午7點至10點供應早餐。您的退房時間是明天中午12點。13.相關資料傳給前廳收銀,交接記錄(hand-overrecord)。預訂單預訂取消單接待通知承諾付款書加床通知單PREV.BACK第二章前廳(R:ReceptionistG:Guest)R:Goodmorning,Sir.WelcometoGardenHotel.CanIhelpyou?G:Iwanttocheckin,please.R:Certainly,Sir.Doyouhaveareservationwithus?G:Yes.R:Underwhatname,Sir?G:JackWatney.R:Wouldyouspellyournameplease,Sir?G:W-a-t-n-e-y.III.DialoguesBACKNEXTDialogue1第二章前廳R:W-a-t-n-e-y.Onemoment,Mr.Watney.I’lljustcheckourreservationform.(a)Yes,Mr.Watney.Wehaveadoubleroomreservedforyou.(b)I’msorry,Mr.Watney.Wehavenoreservationsunderthatname.Butwedohavevacantrooms.Whattypeofroomwouldyoulike?G:Asuperiorroom,Ithink.R:Justamoment,Mr.Watney.YourroomNo.is1234,andthebellboywillhelpyouwiththeluggage.Hopeyou’llhaveapleasantstayinourhotel.III.DialoguesPREV.NEXT第二章前廳(R:ReceptionistG:Guest)R:Howlongwillyoubestayingwithus,Sir?G:I’mnotsureyet.R:Isee.Wouldyoumindwritingtwonightsthen,Sir?Ifyoudecidetostaylonger,pleasecometoReceptionandextendyourstay.G:OK.Thanks.III.DialoguesPREV.NEXTDialogue2第二章前廳III.DialoguesPREV.NEXTR:Thankyou,Sir.Howwouldyouliketopay,Mr.Watney?G:Withtraveler’scheque,Ithink.R:Isee.MayItakeaprintofyourtraveler’scheque?Yourroomisonthe6thfloor,Room616.Pleasesignhere,Mr.Watney.Hereisyourroomcard.第二章前廳(C:Clerk

G:Guest)III.DialoguesDialogue3PREV.NEXTC:Goodmorning,Mr.Taylor.CanIhelpyou?G:Goodmorning.Yes,I’dliketochangesomeUSdollarsintoRMB.C:Certainly,Sir.Today’sexchangerateisoneUSdollartoRMB6.90yuan.Pleasecompletethisexchangememo.Yournameandroomnumber,howmuchyouwanttochangeandyournationalityandpassportnumberplease.第二章前廳III.DialoguesPREV.BACKG:OK.Hereitis.C:HereisyourRMB5000yuan,Sir,andacopyofthememo.G:Thankyou.C:Youarewelcome,Mr.Taylor.Pleaseshowthismemowhenyouneedtochangethemback.Haveaniceday.第二章前廳團隊入住程序1.前臺人員與團隊管理人員協作,確保團隊入住時間盡可能縮短,在團隊抵店前一小時分配好房間和鑰匙卡。當團隊抵達酒店時,微笑問好,并找到領隊。Goodmorning/afternoon/evening,ladiesandgentlemen.Welcometo××hotel.MayIknowwhoisthetourleader?早上好/下午好/晚上好,女士們,先生們,歡迎光臨××酒店。請問領隊是哪一位?2.根據團號找出該團的預訂單,與地陪確認房數。IV.TipsforServiceBACKNEXT第二章前廳3.請全陪/領隊出示團隊客人名單,拿出分房單(Rooming

List),請全陪/領隊為團隊客人分房。同時通知禮賓部與全陪/領隊確認行李件數。4.復印已分房的團隊客人名單2份,一份留底,另一份傳禮賓部。5.告訴陪同全陪、地陪、司機的房號,酒店內房間與房間通話及長途電話的撥打方法以及酒店網絡使用事宜。6.

發放客人房間鑰匙卡,請陪同在留底的客人名單上簽收總數。7.同地陪確認付款方式及結賬方式,通知前臺收銀人員收取旅行社結賬單。IV.TipsforServicePREV.NEXT第二章前廳8.

詢問次日叫醒、早餐、出行李時間,確認用餐類型及地點。發出團隊餐券

(mealcoupons),填寫住店團隊信息

(In-houseGRPInformation)及團隊用餐安排

(GRPMealArrangement)相關內容。9.

請陪同、司機登記并簽字。10.

祝客人居住愉快。11.

通知房務中心該團已入住。12.在電腦中登記入住信息,更新團隊主單信息,錄入客人姓名,打印團隊客人名單4份。IV.TipsforServicePREV.NEXT第二章前廳13.安排行李員傳遞資料至各部門,請對方簽收。前臺收銀:預訂傳真、團隊預訂單、團隊客人名單。總機:團隊客人名單、叫醒時間(MorningCall)。禮賓:團隊客人名單、出行李時間。客務部:團隊客人名單、早餐時間、離店時間。14.當日所有團隊抵店后,應于晚上9:30前復印團隊用餐安排傳至餐飲部簽收。IV.TipsforServicePREV.BACK第二章前廳V.Words&ExpressionsBACKNEXThumancontact人與人的接觸 countv.有價值memorableadj.難忘的 impactn.影響printv.&n.打印;印;印刷 escortv.&n.護送;陪同vacantadj.空缺的;未被占用的 registerv.

登記inadvance

預先 extendv.

延長第二章前廳V.W