导游英语Check-in

LOGOUnitThreeHotelCheck-in张建花1.Tolearnhowtomakeahotelreservation;2.Tolearnthehotelcheck-inprocedure;3.Tolearnhowtofillinregistrationform;4.Todeveloptheabilitytohandleemergencyandcomplaints.TeachingObjectives:123Whatarethecommonquestionswhenyoudoareservation?Haveyoueverfilledinaregistrationform,andwhatitinclude?Imaginesomepossibleemergencyandcomplaints?GroupDiscussionHowtoreserveFrontDesk(F):smallinn,mayIhelpyou?John(J):Yes.IneedaroomforthreedaysfromMay2toMay4.Doyouhaveanyvacancies?F:Yes,wehave.Whatkindofroomwouldyoulike?J:I'dlikeasuitewithanoceanview,please.F:Noproblem,sir.J:Howmuchwillthatbe?F:It'sRMB178pernight.J:That'salittlehigh.I'mtoldyourhotelisofferingadiscountnow.F:Yes,wewere,buttheofferendedyesterday.I'msorry.J:Oh,Isee.Thendoyouhaveanythinglessexpensive?ReservationDialogueHowtoreserveF:No,sir.Thisistheleastexpensivesuitewehaveatthemoment.J:OK,I'lltakeit.Bytheway,doesthepriceincludebreakfast?F:Yes,itdoes.NowcouldIhaveyourname,please?J:MynameisJohnDeep.F:Wouldyouspellthatforme?J:ThatisJ-o-h-nD-e-e-p.F:Thankyou.Howmanynightswouldyouliketostay?J:Threenights,fromMay2.F:Certainly,sir.Ourcheck-intimeisbeforeafternoon6:00pm.Welookforwardtoseeingyou.J:Thankyou.ReservationDialogueHowtoreserve1.……Hotel,whatcanIdoforyou?2.WhenforSir/madam?3.MayIhaveyournameandphonenumber,sir?4.It's350to550dollarsforasingle,550to750foradoubleforatwin.PossibleQuestions:Howtoreserve1.I'dliketoreservearoom./I'dliketomakeareservation.2.IwantasingleroomwithbathnextSaturday3.Thisweekend./From…to…4.Yes,mynameis…,andthenumberis….5.couldyoutellmetheratesforyourrooms?6.I'dliketoconfirmmyreservation.Thisis…from….I'vereservedadoubleroomforJanuarysecond.7.I'dliketocancelmyreservationandmakeanewreservation.PossibleAnswers:HowtoreserveA:Goodafternoon.WelcometoQingdaoSea-viewGardenHotel.CanIhelpyou,sir?B:Well,I’m…from….I’dliketocheckin,please.A:Allright.Doyouhaveareservationwithus,sir?B:Yes,wehaveareservationforthreenights.MonaWhite.Icalledlastweek.A:Waitamoment,please。Yes,thatwasfortwosingleroomswasn’tit?I’vereservedrooms402and403foryou.B:Aretheyquietrooms?A:Welltheyarefacingthestreet…butthere’salovelyview（风景）.onemoment,please.Sir，Check-inDialogueHowtoreservepleaseshowyourID，justlikedriver'slicense,passportorIDcard.B：Hereyouare.A：waitamoment,please.Couldyoupleasefillintheregistrationcard?B:Sure.Hereitis.Isitallright?A:Yes,thanks.Yourroomnumberis202.Hereisyourkey.Theroombellmanwillshowyoutoyourroom.Ihopeyouwillenjoyyourstay.thecheck-outtimeis1pmofforthdaylater.B:Thankyou.A：you’rewelcome。Goodluck.Check-inDialogueCheck-inpossiblequestions/answerofthewaiter:1.MayIhaveyouname?/Doyouhaveareservation?/WhatcanIdoforyou?/Whereisyourluggage?2.Pleasefillinthecheck-inform.3.Yourroomno.is…4.Ifyouhaveanythingforthelaundry,justleaveitinthelaundrybaginyourroom.5.Ifyouneedataxi,youcanaskthereceptiondesktogetoneforyou.6.Theshoppingarcadeisoppositetheinformationdesk.Theyofferawideassortmentofthingsthere.7.Here’syourkey.Theliftisjustaroundthecorner.8.Letmesee.Youcanhaveadoubleroomonthefifthfloor.Check-in•possibleanswer:1.Ireservedtheroomon….,anditisadoubleroom.2.MayIordermybreakfastfortomorrowmorning?3.WherecanIbuyaT-shirt?4.WherecanIdrawsomecashwithmycreditcard?5.Istherealaundry,howcanIcontactthem?6.WillyougivemeareductionifIstayhereforseveraldays?7.Allservicesarekeepaccountstoexpend.Andpaysupinthecashdeskfinally.8.Isthereahealth/swimmingclubinthehotel?……Check-inPossiblecomplaintsandemergencyLuggagelost.Theroomisalittledirty.Theair-conditionerdoesn’twork.Itisnottheroomtheyreserved.Thenextdooristoonoisy.PossiblecomplaintsandemergencyComplimentarybreakfast.Laundryservice.Morningwake-up.SatelliteTV/Internetaccess.IDDInternationalDirectDialing.Keepcalm.Trytobeaspoliteaspossible.Guestfirst.Listentothemcarefully.Findthereasonasquicklyaspossible.Saysorryandthankthemfortheirquestions.Concludeasoftenaspossible.Howtohandletheemergency&complaintsTheRules:Howtohandletheemergency&complaints1.Weareverysorryfortheinconvenience.2.I’llsendsomeoneimmediatelytoyourroom.3.Idoapologize.4.IdeeplyapologizeMadam,wouldyoucaretosendthisdressfordry-cleaning?Nochargeofcourse.5.I’mterriblysorryPleasedoacceptourapology.We’lldoourbest.Howtohandletheemergency&complaints6.I’msorryforthat.Iwillasktherepairmantofixitnow.7.I’mverysorry.Therecouldhavebeenamistake,andIdoapologizeforthat.8.Iassureyouitwon’thappenagain.9.I’msorrytohearthat.That’sunusual.I’lllookintothematteratonce.10.Iwillcheckitatonce.TheguideneedtoreserveonesingleroomandOnedoubleroomforthem.Andonecomplainstheair-conditionerdoesn’twork,andoneisunsatisfiedwiththelaundry,andthethirdlosthisluggage.Groupourclassintofour,and6membersineverygroup,oneisreceptorofthehotel,oneguide,onecleaner,andthreeguestswhoarefromAustralia.12RolePlay1.给每个学生打分，给每个小组打分；2.树立榜样—班级优秀学生、班级优秀团队；3.查找问题并出解决方案；4.鼓励学生课后练习。项目总结LOGO