飯店情景英語(yǔ)（第二版）課件：Receiving Guests 迎接客人

MajorContents客房部ReceivingGuests迎接客人???Howtoreceiveguests?I.Leading-inBACKNEXTHowtoreceiveguests?Receivingguestsisoneofthemajordutiesofafloorattendant.Heshouldgreetguestsassoonastheywalkoutoftheliftandintothecorridor.Thenthefloorattendantshouldleadthemintotheirroomsandintroducefacilitiesandservices.Meanwhile,thefloorattendantshouldmakesurewhetherornotguestshavesomerequirements,andrespondtothemaccordingtothehotelrulesandregulations.I.Leading-inPREV.BACK迎接客人II.WorkingProcedureBACKNEXT迎接客人II.WorkingProcedure1．招呼和帶領(lǐng)客人入住。Goodmorning/noon/afternoon/evening,Madam/Sir.女士/先生，早上好/中午好/下午好/晚上好。Welcometo...Hotel.歡迎入住××酒店。MayIseeyourroomcard?/Wouldyoupleaseshowmeyourroomcard?我可以看看您的房卡嗎？/請(qǐng)給我看看您的房卡,好嗎?PREV.NEXT迎接客人II.WorkingProcedureMayIknowyourroomnumber?/Wouldyoupleasetellmeyourroomnumber?我可以知道您的房號(hào)嗎？/請(qǐng)告訴我您的房號(hào)，好嗎？Thisway,please.請(qǐng)這邊走。Mindyourstep,please.請(qǐng)小心腳步。Afteryou,please.您先請(qǐng)。PREV.NEXT迎接客人II.WorkingProcedure2．介紹酒店和客房的設(shè)施及服務(wù)。MayIshowyouaroundinyourroom?/MayIintroduceyoutheroomfacilities?我?guī)纯捶块g，好嗎？/我給您介紹房間里的設(shè)施，好嗎？Likealltheotherguestrooms,yoursisalsoequippedwithanelectronicsafe.Youcankeepyourvaluablesinit.和本酒店其他房間一樣，您的房間也配置了電子保險(xiǎn)箱。您可以把貴重物品放進(jìn)去。PREV.NEXT迎接客人II.WorkingProcedureThisdirectorygivestelephonenumbersofallthedepartmentsofourhotel.Ifyouneedanyhelp,justdial“5”toreachme,orcalltherelevantdepartment.服務(wù)指南里有本酒店各個(gè)部門的電話號(hào)碼。如果您需要任何幫助，請(qǐng)撥“5”打給我，或直接撥打相關(guān)的部門。

PREV.NEXT迎接客人II.WorkingProcedureInthebathroom,hotwaterissuppliedaroundtheclock.Ifyouturnthetapleft,youwillgethotwater;ifyouturnitright,thencoldwater.Alsoavailablearetoiletsoaps,towels,bathingtowels,bathrobes,slippers,toiletpaper,shampoo,combs,brushes,shaverandbathingcaps,etc..浴室是24小時(shí)供應(yīng)熱水的。如果您把水龍頭擰向左邊，會(huì)有熱水；如果擰向右邊，則是冷水。除此以外,還為您準(zhǔn)備好了香皂、毛巾、浴巾、浴袍、拖鞋、衛(wèi)生紙、洗發(fā)香波、梳子、牙刷、剃須刀和浴帽等物品。

PREV.NEXT迎接客人II.WorkingProcedureRestaurantisopenfrom6a.m.to11p.m.ItservesdeliciousChinesefoodwithlocalflavorandauthenticwesterndishes.酒店餐廳的營(yíng)業(yè)時(shí)間為早上6點(diǎn)至晚上11點(diǎn)，提供具有地方風(fēng)味的中餐和地道的西餐。Youcanaskforroomservice.Itisavailablearoundtheclock.Buttherewillbe15%extrachargesaddedtothetotals.您可以叫房餐服務(wù)。它提供24小時(shí)服務(wù)，但要加收總消費(fèi)額的15%的服務(wù)費(fèi)。

PREV.NEXT迎接客人II.WorkingProcedureHealthandRecreationCenterisopenfrom9a.m.to10p.m.IthasaNightClub,FitnessCenter,andSwimmingPool.Italsoofferssaunaandmassage.酒店康樂(lè)部的營(yíng)業(yè)時(shí)間為早上9點(diǎn)至晚上10點(diǎn)，有夜總會(huì)、健身中心和游泳池，并且還提供桑拿和按摩服務(wù)。LaundryRoomisopenaroundtheclock.Ifyouneedlaundryservice,youjustleaveyourclothesinthelaundrybaginthebathroom.本酒店的洗衣房24小時(shí)營(yíng)業(yè)。如果您需要洗衣服務(wù)，您可以把需要送洗的衣物放在浴室里的洗衣袋內(nèi)。

PREV.NEXT迎接客人II.WorkingProcedure3．詢問(wèn)、回應(yīng)客人的要求。WhatelsecanIdoforyou?/IsthereanythingelsethatIcandoforyou?還有其他我可以為您效勞的嗎?OK,Iwilldoitrightaway./OK,noproblem.Iwillcheckitout.好的,我馬上去做。好的，沒(méi)問(wèn)題，我這就去看看。

PREV.NEXT迎接客人II.WorkingProcedureIamafraidIamnotallowedtodoso./Wouldyoupleasewaitforamoment?IamafraidImustcheckwithmysupervisor.我恐怕不能這樣做。/您能稍等一會(huì)兒?jiǎn)幔课业萌フ髟冎鞴艿囊庖?jiàn)。I’msorryyouarenotsatisfiedwiththisroom.Iwillarrangetheroomchangeforyourightawayandcallthebellboyuptoyourroom.對(duì)不起,這間客房讓您不滿意。我會(huì)為您辦理?yè)Q房手續(xù)。辦好后，我會(huì)馬上通知行李員為您搬運(yùn)行李。

PREV.NEXT迎接客人II.WorkingProcedure4．接受或拒絕小費(fèi)。That’sveryniceofyou,butI’mafraidwedon’taccepttipsaccordingtothehotel’sregulations.Thankyouallthesame.您真是太好了。不過(guò)根據(jù)酒店的規(guī)定，我們是不收小費(fèi)的。還是同樣謝謝您。

PREV.NEXT迎接客人II.WorkingProcedure5．表達(dá)祝愿和告別。Mayyouhaveapleasantstayinourhotel./Pleaseenjoyyourstayinourhotel.祝您住店期間愉快。Goodnightandseeyoutomorrow./Haveagoodrest.Seeyou.晚安,明天見(jiàn)。祝您休息得好，再見(jiàn)。

PREV.BACK(FA:FloorAttendant

G:Guest)FA:Goodmorning,SirandMadam.WelcometoHiltonHotel.MayIseeyourroomcard?G: OK.Hereyouare.FA:Oh,it’sRoom412.Thisway,please.Hereweare.(TheFAopensthedoorandtheyenterit.)G: En,thisroomlooksnice.III.DialoguesBACKNEXTDialogue1ReceivingGuestsFA:Yes.Ithasaverygoodviewofthesea,anditiswellequipped.YoucanmakelocalcallsfreeofchargeandIDDpaycalls.FacilitiesincludecolorTVwithsatelliteprograms,mini-barandrefrigerator,teaandcoffeemakers,electronicsafe,andair-conditioner.G: Oh,Isee.Howaboutthebathroom?FA:Everythinghasalreadybeenprepared,suchastoiletsoaps,towels,bathingtowels,bathrobes,slippers,toiletpaper,shampoo,combs,brushes,ashaver,anashtrayandbathingcaps.Hotwaterissuppliedaroundtheclock.III.DialoguesPREV.NEXT Ifyouturnthetapleft,youwillgethotwater;ifyouturnitright,thencoldwater.G:Oh,that’snice.FA:Here’sthetelephonedirectory,andittellsyouthenumbersofallthedepartmentsofourhotel.Ifyouneedanyhelp,justcalltherelevantdepartmentordial“5”toreachme.G: OK,thankyouverymuch.FA: It’smypleasureandIamalwaysatyourservice.III.DialoguesPREV.NEXTFA:WhatelsecanIdoforyou?G: Wearealittlehungrynow.Wouldyourecommendsomethingtoeat?FA:Sure.I’dliketorecommendtoyouthelocalsnacks.Thecoffeeshoponthethirdfloorservesverydeliciouslocalsnacksandit’sopenfrom6a.m.to11p.m.YoucanalsotryourlocalflavoredChinesedishesinGingkoRestaurant.

III.DialoguesDialogue2IntroducingHotelService(FA:FloorAttendant

G:Guest)PREV.NEXTG: Soundsgood.Wewilltrysomelocalsnacksfirst.FA:Bytheway,ifyouwouldliketostayintheroom,youcanaskforroomservice.G: Thankyouverymuch.Onemorething,I’mfondofsports.CouldyoutellmewhereIshouldgo?FA: Sure.Wehaveahealthclubandswimmingpoolinthehealthandrecreationcenter.Youcanalsoenjoysaunaandmassagethere.Inaddition,ifyouwanttoentertainyourselfandyourfriends,thenightclubisthebestchoice.

III.DialoguesPREV.NEXTG: Thankyouverymuch.FA:Youarewelcome.IsthereanythingelseIcandoforyou?G: No,notatthismoment.Thanksalotforyourhelp.Herearesometipsforyou.FA:Thankyouverymuch,butIamnotallowedtotaketipsaccordingtoourhotel’sregulations,andit’smypleasuretobeofhelp.Ifyouneedanythingelse,pleasecallme.Iwillalwaysbeatyourservice.G: OK.Then,goodnightandseeyou.FA:Goodnight.III.DialoguesPREV.BACK樓層服務(wù)員迎客須知1．一看見(jiàn)有新入住客人走出電梯，就主動(dòng)上前微笑著打招呼。2．請(qǐng)客人出示房卡，征得客人同意后幫其提拿沒(méi)有交由行李員運(yùn)送的行李和物品，并帶領(lǐng)客人進(jìn)入房間。3．當(dāng)外國(guó)客人講話你聽(tīng)不懂時(shí)，可請(qǐng)客人稍等，然后尋找懂外語(yǔ)的同事幫助解決。4. 在接待聾啞客人時(shí)，更應(yīng)注意規(guī)范禮貌服務(wù)(courtesy)；如果不能用手語(yǔ)(signlanguage)或簡(jiǎn)單的手勢(shì)(gesture)和客人交流，可適當(dāng)通過(guò)書(shū)寫來(lái)進(jìn)行彼此間的溝通。IV.TipsforServiceBACKNEXT5．不可以高聲呼喊或用大幅度手勢(shì)招呼客人，以免破壞酒店的寧?kù)o氣氛。6．在為客人介紹酒店的服務(wù)時(shí)，要注意觀察客人是否有興趣，不可生硬地進(jìn)行推薦。7．如果客人對(duì)房間的設(shè)施不滿意，要求換房時(shí)，積極主動(dòng)地幫助客人和前廳溝通。IV.TipsforServicePREV.NEXTPREV.BACKV.Words&ExpressionsBACKNEXTelectronicsafe電子保險(xiǎn)箱

valuablesn.貴重物品directoryn.指南；使用手冊(cè) satelliteprogram衛(wèi)星電視節(jié)目bathroomn.衛(wèi)生間 tapn.水龍頭soapn.肥皂 bathingtowel浴巾bathrobe浴袍 slippersn.拖鞋V.Words&Expressionscombn.梳子 brushn.牙刷shavern.剃須刀 bathingcap浴帽localflavor地方風(fēng)味 healthandrecreationcenter康樂(lè)中心authenticadj.真實(shí)的；地道的 massagen.按摩PREV.NEXTV.Words&Expressions☆客房五大功能區(qū)各設(shè)備的漢英詞匯對(duì)照睡眠區(qū)床bed

床頭柜nighttable

床頭燈walllamp洗浴區(qū)浴缸bathtub 淋浴器shower 淋浴簾showercurtain 毛巾架towelrack 桶toilet 洗臉池sink穿衣鏡dressing-upmirror 電源插座socketPREV.NEXTV.Words&Expressions起居區(qū)茶幾teatable 椅子chair 落地?zé)魋tandinglamp 書(shū)寫區(qū)寫字臺(tái)writingdesk 臺(tái)燈desklamp 電視機(jī)TVset 電冰箱refrigerator 電話telephone 梳妝鏡making-upmirror儲(chǔ)存區(qū)壁櫥closet/wardrobe 行李架luggagerackPREV.NEXTV.Words&ExpressionsPREV.BACKVI.Exercises1.Completethefollowingdialogue.BACKNEXTReceivingGuest(FA:FloorAttendant

G:Guest)(Aguestcomesoutofthelift.Afloorattendantmeetshiminthecorridor.)FA:___________________________________________________________.G:Yes,please.Hereisourroomkey.FA:It’sRoom620.________________________________________Goodafternoon,Sir.WelcometoSheratonHotel!MayIhelpyou?Thiswayplease.HereweareatRoom620.VI.ExercisesG:Whenwillourbaggagearrive?FA:____________________________________________________G: Couldyoutellustheservicehourofthediningroom?FA:___________________________________G: How