旅游英语A级Service部分

madeby:AngelaServiceEnglishPage2TotalforServiceEnglish17+3TakingmessageWake-upcall1(oneguest)Wake-upcall2(group)NormalReservationUp-sellingReservationReservationnotfromtheGuestdirectlyReservationAmendmentNormalCheck-inLateCheck-inWalk-inCheck-in(withoutreservation)InformationInquires指路SlowluggagedeliveryP163TakingbagstotheroomTicketServiceCheck-OutPaymentMethods-CashorCardExchangingForeignCurrenciesAnnoyingCallP163MissingTowelsP164CreditCardHoldP165任何两个或几个都有可能合并变成一道完整的题目Page3Takingmessagesgreetingtakethemessagenameoftheguestwhowanttoleaveamessagetelephonenumber(contacts)detailsofthemessagerepeatthemessagetotheguestpromisethattheguestwillreceivethemessageassoonaspossible.句型：Yourmessagereads：……**具体留言时，如遇到约时间，请询问外线客人具体时间，所在场所。信息要具体！！！Page4Wake-upcall(FIT/GROUP)greetingroomnumberandname（roomnum.list）whattimeexactlysecondcallneededornotrepeatthewake-upcallinformationstotheguestspecialrequest(transportation/ticketbooking)goodnightPage5greetinginformationrequestexactdate(Howlong)typeoftheroomchecktheroomstatusroominformationspecialrequest(non-smoking)roomrateextraserviceinfooftheguest(name;telephonenum.)guaranteedreservation(cardholder;num;expirationdate)confirm(repeat)thebookingPage6UpsellingReservationgreetinginformationrequestexactdate(Howlong)typeoftheroomchecktheroomstatus(theroomguestwanthasbeenbookedup)recommendotherroomsroominformationspecialrequest(non-smoking)roomrateextraservice(transportation)infooftheguest(name;telephonenum.)guaranteedreservation(cardholder;num;expirationdate)confirm(repeat)thebooking(sendtheconf.letter)Page7upsellingreservations句型：Iamsorrytosaysothatall...roomhavebeenbookedupforthesedays.MayIsuggest……Weonlychargeyou100RMBmore,buttherateforthisroomincludesbreakfast.specialrequest:Wouldyouliketohaveapick-upservice?Wewillsendyoutheconfirmationletterinafewminutestoconfirmthereservation.升级等级：standard---deluxe---suite----executivesuitePage8ReservationnotfromtheGuestdirectly与正常预订一样，只是需要额外询问客人姓名，并留下订房人信息以备查询。greetinginformationrequestexactdate(Howlong)typeoftheroomchecktheroomstatusroominformationspecialrequest(non-smoking)roomrateextraserviceinfooftheguest(name;telephonenum.)guaranteedreservation(cardholder;num;expirationdate)confirm(repeat)thebooking也可使用upselling技巧，因为为他人订房通常是为老板、朋友、客户订房Page9ReservationAmendmentgreetingconf.numchecktheinfodetail(reservation)what'stobechangethen?flightinformation(getnewinfofortransportation)makethechange(Ihaveamended...)specialrequest(conf.letter)byemail/byfaxaskforemailbox/faxnum.Page10greetingYesNoreservationConf.numcheckthecomputercheckthedetailswiththeguestseethepassport&businesscardpaymentmethodgivetheregistrationformswipethecard(whatkindofcard)signtheregistrationformkeycardandbellboyRoomType(checkthecomputer)exactdate(howmanynights)checktheroomstatusroomrate(withoutdiscount)seethepassport/askguest'snametofillintheregistrationformpaymentmethods(deposit)signtheregistrationformswipethecard(whatkindofcard)keycardandbellboyCheck-InbestwishesbestwishesPage11LateCheck-Ingreetingconf.numlate-----canceledreinstatethereservaion(withoutdiscount)asktheFOmanagertosolvetheproblempreviousdiscount(corporaterate)seethepassport&businesscardpaymentmethodgivetheregistrationformswipethecard(whatkindofcard)signtheregistrationformkeycardandbellboybestwishesPage12Concierge指路（酒店内；酒店外）Hereisamap.Icircledourhotel,thesubwaystation,andtheEXPOsiteforyou.Ittakesabout***minutesbysubway,orfiveminutesbytaxi.指路题1。取出地图2。酒店位置3。目的地位置4。details句型：Itisabout……/Ittakesabout***minutesHereiswhatyoudo……+detailstwostops两站路Exit11号出口gostraight20meters/gostraightaheadtotheendofthecorridorandturnright.笔直走20米/笔直走到走廊尽头右转Youwon'tmissit.Itisjustnearthe***.说完以后可以随便加点东西eg：Itisquiethotoutside,you'dbetterbringsomewaterwithyou.Page13LuggageManagement注意几点即可：Putitinthestorage储存行李makeouttheclaimtag做行李牌luggagetrolley行李车help...with:MayIhelpyouwithyourbags?Informguesthowtogettheirluggageback!Asktheguesttosignontheform.客人取行李的时候必须有claimtag和receipt（form）寄存时有签名的单据中的一联Page14SlowluggagedeliveryTelephonemannerListentotherequest(slowdelivery)apologizeandexplainexplain:Iamsurethatyourluggageisatthehotel.Becausewe'vegotalargegrouptoday,wehavetosendtheluggagesoneflooratatime.apoligize:Weareterriblysorryfortheinconviniencewe'vebroughttoyou.featuresoftheluggage(detailsinformationoftheluggage,nametag)promisetosolvenameandroomnumberPage15Takingbagstotheroomgreetingintroduceyourself(Iamthebellman,Iwillhelpyouwiththeluggages)checktheluggages(Aretheseallyours?)leadtotheroom(MayIseeyourkeycard?/Let'staketheelevatorto7thfloor,youfirst.)introducehotelfacilitiesandservices(举些例子)Restaurants；swimmingpool；gym；beautysalon……arrivingattheroom&askforkeycardtoopenthedoorroomtour(howtogetelectricity;lightswitch;differentsocket插座……)bestwishes&leavetheroom考试时一律不能收小费~~~可能与上一个对话结合，增加一个客人需要寄存行李的部分Page16TicketServicegreetingdatetime(morning,afternoon,exacttime)只准备一种即可，若客人要飞机票，告知客人已售完，并推荐火车票即可。typeoftheticket