02 reception and check-in酒店登记英语

《饭店英语》HotelEnglishUnitTwoReceptionandCheckinReceptionandCheckinIIIntroductionWordsReferenceIntroductionWordReference:farewelln.辞别，再见harborn.海港，码头cruciala.至关紧要的retortv.反驳inquiryn.质询，调查communicatev.通话，交流multiplea.多样的n.倍数standpointn.立场，观点compensationn.补偿，赔偿casuallyad.随便地，偶然地Generallyspeaking,receptionservicecoversfourkindsofservices.IntroductionFirstly,welcomeandfarewellservice.Itmayextendtoairport,harbororstationtoreceiveguests.Todothis,thestaffmemberinchargeshallcheckinformationaboutguestsinordertopickupthemtimelyifnecessary.Theyshouldnoticethechangesofarrivingtimeandkeepcontactwithguests.Ardentwelcometoguestsandbeingalwayshelpfularecrucialtoimpressthem.Similarly,welcomeandfarewellatthegateofthehotelarealsocritical,andtheserviceprovidedbythefrontofficecoversarrangingcars,cleaningthegateandhelpwithsecurity.Secondly,luggageservice.Particularlyarrangedluggagedeskisinchargeofthis,andreservationandreceptionunitsaresupposedtosendthelistofguestsheretoensureluggagedeskcouldarrangetheirjobs.Thirdly,inquiryandmailservice.Inquiriesfromguestswillbeansweredandmailsforguestswillbetakencareof.Lastly,complaintcenter.Eachhotelmusthaveacomplaintcentertowhichtheguestscancomplainaboutservices.Usually,vicemanagerwillbeassignedforthischallengingjobtocommunicatewithguests.Onlywithsuccessfulsettlementcouldtheguestbeimpressedandtheimageofthehotelbeimproved.Multiplewaysareavailabletohandlecomplaints,buttherearestillseveralgeneralrulestofollow.Firstandforemost,whenguestsarecomplainingangrily,thevicemanagershalllistentothemcarefullyandlettheguestsfinishtheirtalksandcalmdownbeforeattemptingtoexplainandargue,andthemanagershouldnottaketheangerpersonallyandtrytoretortbutinsteadshouldcreatesufficientchanceforthegueststoreleasetheirdissatisfaction.Andthenthemanagercomesupwithsolutionfromthestandpointoftheguests,whowillturntobegratefulfortherealhelp.Afterreceivingcomplaints,themanagerisexpectedtorespondpromptlyandsmartly.Ifthefaultisonthehotel’spart,apologyandnecessarycompensationwillbewelcome.Butthemanagershallkeepitinmindtomaintaintheinterestsofhotelrightlyandshallnotpromisecasuallywithoutfullyunderstandingthefact.ReceptionandCheckinIIILead-inActivitiesDoyouknow?Letmeexplainittoyou…Canyougivetheanswerstothem?1.Whatkindsofservicesdothereceptionserviceprovide?2.Howtodealwithanangryguest?3.Whataretheproceduresofcheck-in?4.Incasethehotelfailstorecordthereservation,howitshouldbesettled?5.Whatshouldthereceptionisttelltheguestwhenthelatterhasfinishedtheregistration?ClassactivityteamworkReceptionandCheckinIVTopicextensionWordsandExpressionsWordsandexpressions:doormann.门童luggagen.行李，皮箱memoryn.记忆，记忆力exactlyad.正确地，严密地departuren.离开，启程，出发puzzlev.(使)迷惑，n.难题fumblev.摸索unconcernedlyad.漫不经心地cozya.舒适的，安逸的spaciousa.广大的，大规模的drinkablea.可饮用的tapwatern.自来水DialogueID:Goodmorning,sirandmadam.Welcometoourhotel.I’mthedoorman,Daniel.G:Thankyou.Goodmorning.D:Didyouhaveanicetrip?IVTopicExtensionReceptionattheGateoftheHotel(AcarisarrivingatHiltonHotel,andadoorman(D)isgoingforwardtotheguests(G)andopeningthedoorofthecarforthem.)pairworkG:Yes,Chongqingisaverybeautifulcityandthepeoplehereareverykind.Welikeitverymuch.D:Howmanypiecesofluggagedoyouhave?G:Er,maybefourorfive?D:I’llshowyoutotheFrontDesk;youcancheckinthere.Thisway,please.Letmetakecareofyourbaggage.G:Ok,thankyou.IVTopicExtensionDialogueIIIVTopicExtensionCheckinginattheFrontDeskR:Goodmorning.WhatcanIdoforyou?G:I’mheretocheckin.Ihavebookedasuiteaweekago.I’mRossGeller.R:Justamoment,please.(Checksthereservationinformation).Sorrytohavekeptyouwaiting.Youhavereservedasuiteforthreedaysfromtodaytothe9th.Isthatright?G:Yes,exactly.R---ReceptionistG---GuestIVTopicExtensionR:CanIseeyourpassport?G:Hereyouare.R:Wouldyoumindleavingyourpassporthereforanhourortwo?Wehavetomakeacopyforourrecords.G:That’sfine.IVTopicExtensionR:Pleasefilloutthisregistrationform(Fillsouttheform).Thankyou.Letmesee.Oh,here,Mr.Geller.Youforgottowritethedateofyourdepartureandyourpassportnumber.G:DidI?Sorry.(Writesthepassportnumberanddateofdepartureandgivestheformtothereceptionist)IVTopicExtensionR:Howareyougoingtopay?Incashor…?G:CouldIpaywithmytraveler’schecks?R:Certainly,Hereisyourkeytoroom608.Pleasekeepitsafe.Ihopeyouwillenjoyyourstaywithus.DialogueIIIIVTopicExtensionAWrongKeyR---ReceptionistG---GuestD---Doorman(Mrs.GellerwalkstotheFrontDeskandtalkstothereceptionistangrily)G:IsittherightkeytoRoom608?Icannotopenthedoor.Pleasecheckit!R:(Checksthekeyunconcernedly).Thisistherightkey.(Asksthedoormantocomeover)PleaseopenRoom608forMrs.Geller.D:Ok.(ToMrs.Geller)Thisway,please.G:Iwillstayhereandwaitforyouincasethekeyshouldbeawrongone.D:Allright.IwillcallyouafterIopenthedoor.IVTopicExtension(Afewminuteslater,thedoormancomesdownwithapuzzledface)R:What’sthematter,Daniel?D:ItmaybeawrongkeybecauseIcan’topenthedoor.R:Really?Letmehavealookagain!(Checksthekeyagainandthenbeginstofumbleoverthedrawer…)Iamterriblysorry.Itseemsthatsomebodyhasmixedthekeys.Thisistherightone.Danielwillgoupstairswithyou.IVTopicExtensionG:Fine(Mrs.GellersighsandfollowsDanieltoherroom).Couldyoutellmesom