英语word文档.docx
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英语word文档
单元3预订
1。
背景知识的燃油-基本过程
基本过程的酒店服务:
预订→检查→服务→检查→记录
前厅:
在酒店行业,前台欢迎客人的住宿:
满足和迎接他们,以保留分配和组织,检查进出房间,组织门房服务,发放钥匙和其他安全安排,传递信息和客户结算。
服务前台可以分为5个阶段:
1。
在客人到来之前:
预订、机场接送服务
2。
当客人检查:
警卫、钟服务(行李)、接待、信息、外汇、建立客人的记录
3。
在入住的客人:
客人账单信息、、更衣室、副(委托代办)、投诉电话、、消息、商贸中心
4。
当客人在退房:
结算(结账)、行李(行李)、警卫(门卫)
5。
客人离开后:
机场接送服务(机场接送服务)、客人宿醉(宾客遗留物)、字母、明信片和建立客人档案(客史档案)
位置的前方办事处
Unit3Reservation
1.BackgroundknowledgeofF.O.-basicprocess
BasicProcessofHotelService:
Reservation→Checkin→Services→Checkout→Records
FrontOffice:
Inthehotelindustry,thefrontofficewelcomesgueststotheaccommodationsection:
meetingandgreetingthem,takingandorganizingreservations,allocatingcheckinandoutofrooms,organizingporterservice,issuingkeysandothersecurityarrangements,passingonmessagestocustomersandsettlingtheaccounts.
ServicesinFrontOfficecanbedividedinto5stages:
1.Beforeguestsarrive:
Reservation、AirportTransferService
2.Whenguestsarecheckingin:
Guards、BellService(Luggage)、Reception、Information、ForeignCurrencyExchange、Establishguests’records
3.Duringguestsstay:
GuestBills、Information、ChangeRoom、Deputy(委托代办)、Complaints、Telephone、Message、BusinessCenter
4.Whenguestscheckingout:
Settleaccounts(结账)、Luggage(行李)、Guards(门卫)
5.Afterguestsleave:
Airporttransferservice(机场接送服务)、guestshangover(宾客遗留物)、letters、postcardsandestablishguestsarchives(客史档案)
Positionsoffrontoffice
⏹FrontofficemanagerAssistantofficemanager
⏹Frontofficesupervisor(Lobby)assistantmanager
⏹DutymanagerReservationmanager
⏹Nightmanager/nightauditorSupervisorofbusinesscenter
⏹FrontdeskclerkBellman
⏹FloorattendantSwitchboardsupervisor
⏹Bellcaption
⏹GRO:
guestrelationshipofficer,ef:
generalregisterofficer
⏹ResidentmanagerClerk
⏹CashierOperator
⏹HotelgreeterAirportrepresentative
⏹PorterHotelconcierge
⏹DoormanPublicarea
2.BackgroundknowledgeofReservations
ØRoomtype
Room:
single/double/twin(standard)/triple/connecting/Adjoining
Suite:
business/Junior/duplex/deluxe/presidentialsuite/studio
Withsea/lake/garden/cityview
No-smokingfloorExecutivefloor
Case:
RoomsfromHiltonSanya
⏹GuestRooms-These48.5m²roomsareelegantlyfurnishedincontemporarysouthernChinesestyle,withopenplanbathroomsfeaturingroundorbalconyviewbathtubs.
⏹Ourchoicesinclude:
国王豪华房
国王豪华海景房
帝王湖景客房
国王海景房
双人豪华房
双湖景客房
双海景
案例:
福州香格里拉
宽敞舒适与优雅的内饰
作为第一个在富悦大饭店,杭州香格里拉饭店,福州,有414个精美的客房和套房分布在26层。
至少39平方米,宽敞的住宿提供了一个优雅的当代发展é心病和戏剧观福州。
舒适,棉床单,羽绒被和枕头菜单大确保高质量的睡眠的夜晚。
房间类型为香格里拉,福州
尊贵客房总理房
特殊的空间具有显着的城市景观
额外的空间和特殊的舒适定义总理室,这是最大的non-suite住宿在福州
豪华房
时尚的é林与辉煌下城的意见。
提供豪华舒适与丰富的自然光线和优雅的é林
KINGDELUXEROOM
KINGGRANDOCEANVIEWROOM
KINGLAGOONVIEWROOM
KINGOCEANVIEWROOM
TWINHILTONDELUXEROOM
TWINLAGOONVIEWROOM
TWINOCEANVIEW
Case:
Shangri-laFuzhou
⏹Spaciouscomfortwithelegantinteriors
⏹Asthefirstluxuryhotelinthecity,Shangri-laHotel,Fuzhou,has414beautifullyappointedguestroomsandsuitesspreadover26floors.
Ataminimumof39sqm,thespaciousaccommodationsofferanelegantcontemporarydécoranddramaticviewofFuzhou.Forcomfort,cottonlinens,largefeatherduvetsandapillowmenuensureaqualitynight’ssleep.
RoomtypesforShangri-la,Fuzhou
⏹PremierRoom尊贵客房
Exceptionalspacewithremarkablecityviews
extraspaceandexceptionalcomfortdefinePREMIERROOMS,whicharethelargestnon-suiteaccommodationsinFuzhou
⏹Deluxeroom
Stylishdécorwithbrilliantdowntownviews.
offerluxuriouscomfortwithabundantnaturallightandaelegantdécor
⏹
行政房
高雅的任命行政客房提供豪华舒适和优雅的é林增强隐私和宁静。
特色套房
装饰华丽精美的特权
对于那些需要额外的空间和谁会招待客人自己,杭州香格里拉饭店,福州特产套房提供空间容纳任何世俗的旅行者
总统套房
令人印象深刻的内饰豪华设施
总统套房提供了杭州香格里拉饭店,福州最豪华的和令人印象深刻的住宿。
适用于名人,外交官或最重要的商务会议,这套房提供最高水平的优雅,精致,豪华和个人服务。
房率
机架率(关税)
额外费用:
一天收费白天租用价加床费加床费
午夜费用深夜房价hold-room电荷保留房价
指南/护送率时间率(例如:
时间计划计时工资制);
每小时工资率旅馆房间钟点房;
专项速度:
集团率计划生育率
一揽子计划折扣率
免费率收缩率
Executiveroom
tastefullyappointedexecutiveroomoffersluxuriouscomfortandelegantdécorwithenhancedprivacyandtranquility.
⏹SpecialtySuite
Opulentfurnishingswithexquisiteprivileges
Forthoserequiringextraspaceandwhomayentertainguestsoftheirown,Shangri-LaHotel,FuzhouSpecialtySuiteofferstheroomtoaccommodateanyworldlytraveler
⏹PresidentialSuite
Impressiveinteriorswithluxuryamenities
PresidentialSuiteoffersShangri-LaHotel,Fuzhou’smostluxuriousandimpressiveaccommodations.
Suitableforcelebrities,diplomatsorthemostcriticalbusinessmeetings,thissuitedeliversthehighestlevelsofelegance,sophistication,luxuryandpersonalservice.
ØRoomrate
Rackrate(Tariff)
Extracharge:
daycharge白天租用价rateforextrabed加床费
midnightcharge深夜房价hold-roomcharge保留房价
guiderate/escortratetimerate(ex:
timerateplan计时工资制);
hourlyrate;hourlyratehotelroom钟点房
Specialrate:
groupratefamilyplanrate
packageplanratediscountrate
complimentaryratecontractrate
peakseasonrate/lowseasonrateweekendrate
ØBedtype
Single/double/triplequeen-size:
150*200
king-size:
180*220fullsize
canopybed带天篷的床,四柱床cot/waterbed
ØPriceplan
⏹EP-TheEuropeanPlanindicatesthatthequotedrateisstrictlyforlodginganddoesnotincludeanymeals.Allfoodprovidedbythehotelisbilledseparately.Taxesandtipsareusuallyadditionalaswell.
⏹AP-TheAmericanPlanmeansthatthequotedrateincludesthreemealsaday,i.e.breakfast,lunch,anddinner.IntheAmericanplan,themealsareprovidedbythehoteldiningroom.
⏹MAP-TheModifiedAmericanPlanmeansthatthequotedrateincludestwomealsaday,includingbreakfastandeitherlunchordinner.IntheModifiedAmericanplan,thesemealsareprovidedbythehoteldiningroom.
⏹CP-TheContinentalPlanmeansthequotedrateincludesacontinentalbreakfastaday.
⏹BP–TheBermudaPlanmeansthequotedrateincludesanAmericanbreakfastaday.
ØHotelfacilitiesandcharges
F&Boutlets,businesshours,
Seatingcapacity
Banquetfacilities
Recreationalfacilities
Transportation
Localtouristattractions
3.Theprocedureofreservation
⏹Phrasesonthejob
Makeareservation/booking
Changeareservation/booking
Confirmareservation/booking
Cancelareservation/booking
Individualreservation/booking
Groupreservation/booking
Advancereservation
Confirmedreservation
Guaranteedreservation
⏹Reservationrecord
guestname
address
telephonenumber,
arrivaldateandtime,lengthofstay,typeandnumberofrooms
numberintheparty,
ratequoted,guaranteedmethod
termsofpayment,specialrequest(non-smokingfloor,sea-viewroom)
⏹Typesofreservations
(1)AdvanceReservation(临时类预订)
Theguesthasmadethereservationtemporarilybeforetheyarrived.
Usually,before18:
00,thereservationisvalidiftheguestshasarrivedontime.
(2)Confirmedreservation(确认类预订)
Thehotelusuallyneedn’taskforadvancedeposit(定金)whenguestsmakeaconfirmedreservation,buttheguestsmustcheckinatthefixedtime,orthereservationwillbecancelled.
(3)GuaranteedReservation(保证类预订)
Inrushseason(旺季),avoidingtheguestscancelingthereservation,hotelusuallyasksforamortgage(抵押),suchasadvancedeposit,creditcardorcontract.
Reservationconfirmation(预订复核)
Refuse:
Suggestthegueststomodifytherequests
Accept:
Requestsarematched.
Ifthehotelacceptsthereservation,itshouldconfirmwiththeguestsbywaysof:
Verbalconfirmation:
ToAdvanceReservation
Writtenconfirmation:
ToConfirmed&GuaranteedReservation
Tosomelong-termreservation,hotelshouldreconfirmthereservation,soastoobtaintheaccurateinformationintime:
1streconfirm:
amonthahead
2ndreconfirm:
aweekahead3rdreconfirm:
adayahead
⏹Afterthereservation
1.AmendmentorCancellation(变更和取消)
Eventheguestsreconfirmedthereservation,hemightstillcancelit.
Thereservationstaffshouldchangetheinformationintimeforanothernewreservation.
2.Preparationforthearrivals(抵店准备)
(1)Informtherelevantdepartmentstomakepreparationoneorseveralweeksaheadoftheirarrivals
(2)Informtherelevantdepartmentsaboutthedetailedarrangementsonedaybeforethetheirarrivals
(3)Arrangetheroomandinformtherelevantdepartmentsonthedaytheguestsarrive
4.Telephonelanguage
Answeringthephone
ThankyouforcallingHiltonSanya.Jodyspeaking.HowcanIhelpyou?
Connectingsomeone
PleaseholdthelineandI'llputyouthroughtothereservationoffice.
Onemoment,please.Allofouroperatorsarebusyatthistime.Pleaseholdforthenextavailableperson
Makingspecialrequests
Canyouspeakalittleslowerplease.MyEnglishisn'tverystrong.
Canyoucallmeback?
Ithinkwehaveabadconnection.
Canyoupleaseholdforaminute?
Ihaveanothercall.
Takingamessageforsomeone
I'msorry,Lisa'snothereatthemoment.CanIaskwho'scalling?
I'mafraidhe'ssteppedout.Wouldyouliketoleaveamessage?
He'sonlunchrightnow.Who'scallingplease?
He'sbusyrightnow.Canyoucallagainlater?
I'lllethimknowyoucalled.
I'llmakesureshegetsthemessage.
Keysentencesfortelephonereservation
⏹
基本知识,预订
早上好,保留,***说,我可以帮你吗?
多少个夜晚,你要和我们呆在一起吗?
那会是哪天?
有多少客人参加你的派对?
我可以知道你的名字/电话号码/电邮地址?
你怎么拼写那个?
请不要挂断,好吗?
我查一下是否有空房。
让您久等了,先生/女士。
你能保证您的预订的信用卡?
我想确认您的预订
海外预订
我可以有你的航空公司和班机号码,好吗?
我们提供免费交通和机场。
我们在机场设有柜台,我们的代表会护送你的车。
你知道你的到达时间在**机场,先生?
你指的是当地时间吗?
我们可以在哪里你在上海?
我们期待您的光临。
有一个安全的旅程。
偏好的房间,床和设施
你想要什么样的房间?
我们提供多种的房间。
房间有海景是最受欢迎的我们的酒店。
Basicknowledgeofmakingreservations
Goodmorning,reservations,***speaking,canIhelpyou?
Howmanynightswou
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