单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,学习情境一：前厅服务英语,学习情境一：前厅服务英语,1,学习任务:为客人办理入住登记,Name:,Betty,Job:,Receptionist,Responsibility:,To help guests check in and make a comfortable stay for guests,学习任务:为客人办理入住登记,2,Contents,Learning Objectives 学习目标,1,Working Procedures 工作程序,2,Working Knowledge 工作知识,3,Hotel Task 酒店任务,4,5,Words and Expressions,6,Activity,ContentsLearning Objectives 学习,3,Learning Objectives,学习目标,After finishing this task,you should be able to:,Welcome and register guests,Reply to requests for rooms,Learning Objectives 学习目标After,4,Working Procedures,工作程序,Smile warmly and welcome guests 热情微笑着欢迎宾客,Verify guests first and last names 核实宾客的姓名,Confirm the reservation information 确认预订的主要信息,Circle the rate 圈出房价,Ask guests to sign their initials next to the room rate 请宾客在房价旁签名,Ask guests to sign their registration card 请宾客在入住登记表上签名,Working Procedures 工作程序,5,Working Knowledge,工作知识(1),1.For the guest with a reservation,the receptionist should confirm with him/her the reservation details:,Room type 房间类型,Room rate 房间价格,Length of stay 住店日期,Working Knowledge 工作知识(1)1.Fo,6,For the walk-in guest,the receptionist should ask the following questions:,How many nights 要住几个晚上,How many people in the party 一共多少位客人,What kind of room 需要什么类型房间,Working Knowledge,工作知识(1),For the walk-in guest,the rec,7,2.The main duties of the receptionist.,Registering guests,Answering telephones,Checking in the guests,Taking messages,Answering guests,questions,Helping guests with their problems,Doing and checking paperwork,Working Knowledge 工作知识(2),2.The main duties of the rece,8,3.The following is the sample of registration form,please remember the items in the form and help the guests fill out the form.,REGISTRATION FORM,Surname,姓_Name,名,_ Sex性别_,Nationality 国籍_ D.O.B 出生日期,.,Type of Identification 证件类别 No.号码_,Date of issue 签证日期_Valid until 有效期_,Permanent address 永久地址_,Occupation 职业 _Tel.电话,Method of payment 付款方式(please check one:),Cash Credit card Check,Date of arrival 抵达日期_,Date of departure 离店日期_,Room No.房号_,Guests signature客人签名_,Front Desk Staff,员工签名_,Working Knowledge,工作知识(3),3.The following is the samp,9,Hotel Task,酒店任务,Suppose you are Betty,now youre going to help the guest check in.Please perform the task according to the hints below with your partners.,角色A:你是George Brown,你到酒店前台办理登记入住,你已打电话给酒店预订房间。,角色B:你是前台接待员Betty，你告诉Brown夫妇他,们的房间在16层，房号是1608。你还告诉他们服务,员会带领他们到房间。,Hotel Task 酒店任务Suppose you are,10,Words to know,record,n.,记录 payment,n.,支付、付款,passport,n.,护照 credit card 信用卡,sign,vt.,签名 registration form 入住登记表,fill in(out)填写 show sb.to 带领某人去,Words to know record n.记录,11,Useful expressions,1.Helping the Guest check in 帮助客人登记入住,(1)Do you have a reservation with us,sir?,(2)Just a moment,please.Ill check our reservation record.,(3)Could you fill out the registration form,please?,(4)Could you sign here,please?,(5)Heres your key.Its room 401,on the fourth floor.,(6)A bellman will show you to your room.,Useful expressions1.Helping t,12,Useful expressions,2.Asking information of the guest 询问客人信息,(1)May I have your nationality,please?,(2)Could you spell your name,please?,(3)May I see your passport,please?,Useful expressions2.Asking in,13,Useful expressions,3.Express wishes to the guest 表达祝愿,(1)I hope/Hope you will enjoy your room/stay here.,(2)Have an enjoyable stay!,(3)Please enjoy your stay here.,Useful expressions3.Express w,14,Activity,1.Match the pictures with the following vocabulary.Then explain whats happening in each picture.用给出的词汇与图片匹配，然后解释每幅图片所发生的事情。,vacation,front,registration,hotel,bellboy,desk,check-in,room,sign,reservation,Activity 1.Match the pictures,15,Activity,2.Number the parts of the conversation below in order,from 1 to 8.,把下面的对话按正确的顺序重新排列,。,_ 1.Do you have a reservation?,_ 2.Id like to check in.,_ 3.Yes,I do.The name is Marie.,_ 4.Thank you.I will.,_ 5.Welcome to the City Garden.Hotel.,How may I help you?,_ 6.How do you spell that?,_ 7.Youre all set,Mrs.Marie.Here is your,key card.Enjoy your stay!,_ 8.M-a-r-i-e.,Activity 2.Number the parts o,16,Hotel tips,Hotel tips,17,Thank you！,Thank you！,18,