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LOGO实用阶梯英语实用阶梯英语www.dutpgz.cn酒店英语项目实训指导书www.dutpgz.cnwww.dutpgz.cn大连理工大学出版社大连理工大学出版社DiagramProgram4Program3Program2Program1www.dutpgz.cnwww.dutpgz.cn大连理工大学出版社大连理工大学出版社Program1FrontOffice项目一前厅部FrontOfficeistheanswerstationforresidencehalls.Ifyouhaveanyquestionsabouthousing,orneedassistancefromHousingstaff,ordirectionstoanewlocation,stopbyorcallandaskthedeskstaff.Theyareallknowledgeableaboutthehotel,thenearbyplaces,andthecity.Inmosthalls,FrontOfficeislocatednearthemainentrance.Also,youregister,check-in,check-out,changemoneyandaskforotherhelpsthere,soFrontOfficeisanopenwindowofahotel.FrontOfficeIntroduction前厅部介绍www.dutpgz.cnwww.dutpgz.cn大连理工大学出版社大连理工大学出版社HotTip前厅部是酒店住宿的总服务台。如果你有住宿方面的问题，需要客房工作人员的协助或地点问询等，你都可以到前厅部或打电话给前厅部解决。这里的工作人员对酒店本身，周围环境，甚至整个城市都很熟悉。大多数酒店的前厅部都靠近正门。你可以在这里登记入住，结账离店，兑换货币或询求其他帮助。可见前厅部是酒店对外的“窗口”。www.dutpgz.cnwww.dutpgz.cn大连理工大学出版社大连理工大学出版社HotTipMainFunctionsoftheFrontOffice前厅部主要功能■InformationInquiryService信息问询服务■RoomReservationService客房预订服务■Check-inService入住登记服务■ConciergeService礼宾服务■BusinessCenter商务中心■Check-outService离店结账服务www.dutpgz.cnwww.dutpgz.cn大连理工大学出版社大连理工大学出版社ConciergeServices5FrontOfficeReceivingRoomReservations1Check-inServices2ExtendingtheStayandChangingtheRoom3Check-outServices4www.dutpgz.cnwww.dutpgz.cn大连理工大学出版社大连理工大学出版社HotTipTask1ReceivingRoomReservations工作任务一受理客房预订TaskObjectives任务目标Afterlearning,youshouldbeableto:学完后，应该掌握：◆receiveFITreservations受理国外散客预订◆receivegroupreservations受理团队预订◆receiveguaranteedroomreservations受理有保证的客房预订◆receiveroomreservationcancellation受理客房退订◆receiveroomreservationrevision受理客房预订变更www.dutpgz.cnwww.dutpgz.cn大连理工大学出版社大连理工大学出版社HotTipSub-task1:ReceivingFITRoomReservations子任务一受理国外散客预订Sample情景实例Scene:GeorgeSmithandLaurenSmith,aBritishcouple,aregoingtospendtheirholidaysinChina.NowMr.SmithismakingareservationatMarriottHotelinNingbothroughalongdistancecall.(R=Receptionist,C=Customer)R:Goodmorning,MarriottHotel.CanIhelpyou?C:Goodmorning.HaveyougotvacanciesfromJuly18thto20th?I’dliketomakeareservationforthreenights.R:Allright.Singleordoubleroom?C:Doubleroom,please.R:Letmecheck...Yes,wehaveadoubleroomavailable.C:Isthatwithorwithoutbath?R:It’saroomwithshowerandtoilet.C:Thatsoundsgood.Isthereairconditioning?R:Certainly,sir.www.dutpgz.cnwww.dutpgz.cn大连理工大学出版社大连理工大学出版社HotTipC:Howmuchwillitbeforonenight?R:Letmesee.AdoubleroomisRMB600yuanpernight.C:Doesthatincludebreakfast?R:Yes,thatincludesaChineseorAmericanbreakfastandanewspaperChinaDaily.C:DoyouacceptVisaCard?R:Yes,wedo.Whattimewillyoubearriving?C:Ishouldbetherearound7：00p.m.onthe18th.R:OK,sir.CouldItakeyournameandcontactnumber,please?C:Yes,mynameisGeorgeSmith.Mobilephonenumberis0013602923671.R:Couldyouspellthat,please?C:GeorgeSmith,G-E-O-R-G-E,S-M-I-T-H.R:Mr.GeorgeSmith.Adoubleroomwithbathandairconditioningforthenightsfrom18thto20th.AmIcorrect?C:Yes,that’sright.Thankyou.R:Youarewelcome,sir.Wearelookingforwardtoyourcoming.Goodbye....