饭店英语讲课稿_饭店英语说课
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Check in
1.导入语Forewords: Check in is another important function of the Front Office, In this unit, the students should know the information included in registration forms, how to register and receive guests.教学目标：学生能用英语熟练地完成客人的住宿登记，熟悉接待程序，掌握住宿登记规范用语。具体要求如下：
1）知识方面---熟悉客人的前台入住登记的英语接待程序。---掌握住宿登记的专业词汇、短语及行业规范英语。2）能力方面---提高学生熟练地运用英语为客人办理入住登记的口语技能。---培养学生自我表达、善于沟通与团队合作的职业能力。3）态度方面---培养学生具备礼貌、细致、耐心的品质，树立为宾客提供优质服务的意识
2.必备词汇 常用词汇
front desk;reception desk;registration information deskcashierreservationvacancyroom rateregistration cardfull nameplace of birthdate of departure nationalitypaport numberoccupationbellboyroom key
前台岗位词汇
房务部总监Director of Rooms Division 总机领班Switchboard Supervisor 前台经理Front Desk/ Front Office MGR.大堂服务领班Bell Captain 前台副经理Aistant Front Office MGR.顾客关系代表 GRO(Guest Relation Officer)前台主管Front Office Supervisor 驻店经理Resident Manager 大堂副理(Lobby)Aistant MGR.文员Clerk 当值经理Duty Mgr.收款员/收银员Cashier预订部经理Reservation Manager 话务员//接线生Operator 夜班经理Night Manager 迎宾员Hotel Greeter 商务中心领班Supervisor of Busine Center 机场代表Airport Representative 总台接待员Reception Clerk/ receptionist 行李员Porter 开房员bellman 宾馆门房Hotel Concierge 楼层服务员Floor Attendant 门童Doorman 清洁工Public Area Clerk（PA）客房类型词汇: •Single room •Double room
•Standard room twin rooms •Triple room •Suite
•Junior suite •Busine suite •Deluxe suite •Duplex suite •Villa
•connecting rooms suite presidential suite
讨论并回答
Warming-up Questions:
1.How to greet a man, a woman, a couple or a party of men and women.2.How to get the guests’ paports
3.How to ask the guest to fill in the registration form 4.How to ask for a deposit 5.How to finish the conversation politely
对话类型：
1.接待有预定的客人 2.接待无预定的客人 3.电话接受预定 4.客房已满
Model Dialogues: Dialog 1 Arriving at the Hotel Mr.Bellow(B)checks in at the Reception Desk.Receptionist(R): Good evening.What can I do for you, sir? B: I booked a twin-bed room with bath three weeks ago.I’m Henry Bellow.R: Just a moment, please, Mr.Bellow.I’ll check the arrival list.…Sorry to have kept you waiting, sir.Yes, you have reserved a British suite from today to the 29th.B: Yes, exactly.R: Could I see your paports, please?(Checking the paports and giving them back)Thank you, sir.And would you mind filling in the registration form? B: I’ll take care of it.(Filling out the form)Here you are.Is it all right? R: Yes, thanks.How are you going to pay, in cash or by credit card? B: Could I pay with traveller’s checks?
R: Certainly.Here’s the key to Room 908.Please keep it.And the bellman will show you up.(A bellman comes over.)Have a nice evening, sir.And enjoy your stay.B: Thank you.Dialog 2 :Receiving a Walk-in Guest Scene: A gentleman steps in, trying to find a room for the night.Receptionist(R): Good afternoon, sir.May I help you? Client(C): Yes, please.I've just arrived from Hong Kong.Could you let me have a room for this evening? R: Have you made a reservation, sir? C: I’m afraid not.R: How many people do you have, please? C: Just one.I’m alone.R: Just a moment, please.I have to check if there’s a room available.…
Dialog3 : Reserving a Room A:Park Hotel? Reservation desk, please.B:Reservation desk.May I help you? A:Yes, please.I'm phoning from the airport here in Los Angeles.I'd like to reserve a single room for tonight.B:All right, sir.That's a single with bath? A:That's right.How much will that be? B:Our singles begin at forty-five, sir.A:Good.B:Your name, please.A:My name is Terry Chen.C-H-E-N.B:Thank you, Mr.Chen.When will you be arriving? A:I'm arriving soon.I'm taking a taxi to the hotel.B:Right, sir.We'll hold your room for you until 9 P.M..Dialog 4 : No Rooms Available A:I'd like a room, please.B:Do you have a reservation, sir? A:No, I'm sorry, I don't.B:Well, I'd like to help you, but I'm afraid all our rooms are taken.A:I see.In that case, could you suggest another? B:Why don't you try the Royal Hotel? It's right down the street.A:Thank you.
