礼宾服务
■ Business Center
商务中心
■ Check-ice
1
Receiving Room Reservations
2
Check-in Services
3
Extending the Stay and
Changing the Room
5
Hot Tip
前厅部是酒店住宿的总服务台。如果 你有住宿方面的问题，需要客房工作人 员的协助或地点问询等，你都可以到前厅 部或打电话给前厅部解决。这里的工作人员对酒店本身， 周围环境，甚至整个城市都很熟悉。大多数酒店的前厅部 都靠近正门。你可以在这里登记入住，结账离店，兑换货 币或询求其他帮助。可见前厅部是酒店对外的“窗口”。
like to make a reservation for three nights. R: All right. Single or double room? C: Double room, please. R: Let me check... Yes, we have a double room available. C: Is that with or without bath? R: It’s a room with shower and toilet. C: That sounds good. Is there air conditioning? R: Certainly, sir.
◆ receive room reservation revision
受理客房预订变更
9
Hot Tip
long distance call
vacancy
n.
single room
double room
air conditioning
mobile phone
look forward to
词汇与表达
长途电话 空位 单人房 双人房 空调 手机，移动电话 期望
实用阶梯英语
酒店英语
1
酒店英语人才前景
根据国家旅游局2010年发布的统计报告显示，我国星级酒店发 展迅速，截至2009年年底，中国已有13378家星级酒店，比上 一年增长了11.26%. 自奥运会始，已有14.5万间高档客房投入使用，而四星、五星 级的酒店就需要员工10万人左右，预计到2011年仅北京酒店行 业管理人才（包括酒店、饭店、机场、旅游）缺口就将在50万 人左右。”法国雅高集团大中华区运营副总裁齐默表示.
4
Program 1
•
Front Office
•
项目一
•
前厅部
Front Office Introduction 前厅部介绍
Front Office is the answer station for residence halls. If you have any questions about housing, or need assistance from Housing staff, or directions to a new location, stop by or call and ask the desk staff. They are all knowledgeable about the hotel, the nearby places, and the city. In most halls, Front Office is located near the main entrance. Also, you register, check-in, check-out, change money and ask for other helps there, so Front Office is an open window of a hotel.
6
Hot Tip
Main Functions of the Front Office 前厅部主要功能
■ Information Inquiry Service 信息问询服务
■ Room Reservation Service 客房预订服务
■ Check-in Service
入住登记服务
■ Concierge Service
4
Check-out Services
5
Concierge Services
8
Hot Tip
Task 1
Receiving Room Reservations
工作任务一
受理客房预订
Task Objectives 任务目标
After learning, you should be able to:
学完后，应该掌握：
◆ receive FIT reservations
受理国外散客预订
◆ receive group reservations
受理团队预订
◆ receive guaranteed room reservations 受理有保证的客房预订
◆ receive room reservation cancellation 受理客房退订
2
2011年职业需求排行榜
1
市场营销
2
计算机（IT类-开发/应用）
3
酒店/宾馆/餐饮旅游类
4
营销管理
5
公司文职类
6
商店/零售服务类
7
工业/工厂类
8
广播/影视媒体/摄影专业类
9
技工/普工类
10
财务/审计（统计）类
3
Diagram
Program 1
Program 2
Program 3
Program 4
10
Hot Tip
Sub-task 1: Receiving FIT Room Reservations 子任务一 受理国外散客预订
情景实例
Scene: George Smith and Lauren Smith, a British couple, are going to spend their holidays in China. Now Mr. Smith is making a reservation at Marriott Hotel in Ningbo through a long distance call. (R=Receptionist, C=Customer) R: Good morning, Marriott Hotel. Can I help you? C: Good morning. Have you got vacancies from July 18th to 20th? I’d