第一章FrontOfficeService第一节接待（Reception）TrainingObjectivesUponcompletionofthischapter,thelearnerswill:befamiliarwiththejobresponsibilitiesofareceptionist；beabletousethewordsandexpressionswidelyusedinthefrontdesk;beabletodealwithguests’check-inandreceiveguestsatthefrontdesk.UsefulWords&PhrasesRegistrationform住宿登记表Groupvisa团队签证Fillin/fillout填写Paymentmethod付款方式Forename名Surname/familyname姓Checkin登记入住Checkout结账退宿Assignrooms派房Deposit押金Settlethebill结账Signature签名Servicecharge服务费Voucher/coupon票券Takeaprintofthecard刷卡UsefulExpressions1)Welcometoourhotel.欢迎来到我们酒店。2)I’dliketocheckin,please.我要登记住宿。3)I’llcheckourreservationrecord.我要查看一下预定记录。4)Justamoment,please.I’llcheckthearrivallist.请稍等,我要查一下到客单。5)I’msorrytohavekeptyouwaiting.对不起,让您久等了。6)Thankyouforyourwaiting,Sir.让您久等了。7)Wouldyoumindfillinginthisregistrationform?请填一下住宿登记表好吗？8)MayItakeaprintofyourcard?我能刷一下您的卡吗？9)Wouldyoupay1000Yuandeposit?请预付1000元押金好吗？10)Here’sthekeytoRoom908andyourRoomCard.这是908号房的钥匙和您的房卡。11)MayIhaveyourpassport,please?Weneeditforregistration?请出示护照,我们登记时需要。12)Hereisyourroomkeyandbreakfastvoucher.这是您的房间钥匙和早餐券。13)Ifyouneedanything,justtelltheservicecounter.如果您需要什么,请告诉服务台。14)You’rewelcome.I’malwaysatyourservice.不客气。时刻为您效劳。15)You’rewelcome.Haveaniceevening.不用谢。祝您晚安。16)Ihopeyouwillenjoyyourstaywithus.希望您在我们这里住得愉快。17)Iwishyouapleasantstaywithus.希望您在我们这里住得开心。Dialogue:Receivingaguestwithadvancereservation(R:receptionist,G:guest)R:Goodevening.WelcometotheSunshineHotel.WhatcanIdoforyou?G:I’dliketocheckin.Ihaveareservationwithyou.R:MayIhaveyourname,please?G:DavidBrown.R:Justaminute,please.…Yes.Mr.Brown.Youhavereservedatinroomwithaseaviewfor5nights.Theroomrateis$100pernight,includingbreakfast.Isthatright?G:Yes.R:Couldyoupleasefillouttheregistrationform?(afterawhile)G:Hereyouare.R:Howwouldyouliketosettleyourbill,incashorbycreditcard?G:Bycreditcard.R:MayItakeaprintofyourcard?G:Hereyouare.R:Pleaseputyoursignaturehere.Hereisyourroomkey,Mr.Brown.Yourroomnumberis907onthe9thfloor.Pleasemakesurethatyouhaveyourkeycardwhenyouleavetheroom.Thebreakfastwillbeservedfrom7amto9amtomorrowatthecoffeeshoponthefirstfloor.G:Thanks.R:Thebellboywillshowyoutoyourroom.Haveanicestaywithus.G:Thankyou.R:Mypleasure.第二节询问台（AttheInformationDesk）TrainingObjectivesTheaimsaretoimprovethestudents’abilityto:Answerenquiries;Giveinformationinapoliteandfriendlywayinmanydifferentsituations(notjusttodowithaccommodation).Dialogue：I.Showingdirections(G=guest;S=staff)G:Excuseme,canyoutellmewherethenearestsupermarketis?S:Thereisasupermarkettwoblocksawayfromthehotel.G:HowcanIgetthere?S:Whenyougooutthehotel,turnrightandwalkalongthestreetuntilyouseearedbuilding.Thesupermarketisinit.G:Thanks.Bytheway,wherecanIfindanATMnearhere?S:Atthebanknextdoor.G:Whichway?S:Takealeftturnaftersteppingoutofthehotel.thebankisatthecorner.Youcan'tmissit.G:Thankyouverymuch.S:You'rewelcome.II.Givinginformation(G=guest;S=staff)S:Goodmorning.WhatcanIdoforyou?G:CanyoutellmewhenIcagetamealinthehotelrestaurantthisevening?S:Yes,certainly.Theserviceofdinnerstartsat7:30andlastordersaretakenat9:45.G:Isee.DoIneedtobookatable?S:No,that'snotreallyne...
