酒店前台接待英语培训PPT推荐.ppt
- 文档编号:7827147
- 上传时间:2023-05-09
- 格式:PPT
- 页数:40
- 大小:394.50KB
酒店前台接待英语培训PPT推荐.ppt
《酒店前台接待英语培训PPT推荐.ppt》由会员分享,可在线阅读,更多相关《酒店前台接待英语培训PPT推荐.ppt(40页珍藏版)》请在冰点文库上搜索。
Ibegyourpardon?
/Pardon?
4,祝贺语:
Congratulations!
MerryChristmas!
Haveaniceholiday!
Wishyoueverysuccess!
答谢和应答语:
Thankyouforyourhelp(advice,information)Itsverykindofyou.Youarewelcome.Notatall.Dontmentionit.Itsmypleasure.Withpleasure.Mypleasure.Iamalwaysatyourservice.Thankyouforstayinginourhotel.,5,道歉语,Iamsorry.Excuseme.Imsorry.Itsmyfault.Sorrytohavekeptyouwaiting.Sorrytointerruptyou.Imsorryaboutthis.Iapologizeforthis.Thatsallright.Letsforgetit.,6,征询语:
CanIhelpyou?
WhatcanIdoforyou?
IsthereanythingIcandoforyou?
Justamoment,please.MayIuseyourphone?
指路用语:
Itsoppositeourhotel.Itsonthesecond(third)floor.Excuseme.Whereisthewashroom(restroom,elevator)?
Thisway,please!
Turnleft/right.Itsinthelobbynearthemainentrance.Itsattheendofthecorridor.,7,提醒用语:
Mind/Watchyourstep.Pleasebecareful.Pleasedontleaveanythingbehind.Dontworry.Takeiteasy.Pleasedontsmokehere.告别语:
Seeyoulater.Goodnight.Seeyoutomorrow.Goodbyeandthankyouforcoming.Goodbyeandhopetoseeyouagain.Haveanicetrip.Haveanicetriphome.,8,前台术语,AE,AmericanExpress美国运通卡,JCB,JapanCreditBureau日本JCB大来卡,DC,DinnersCard日本大来卡,MC,MasterCard万事达卡,VS(VISA),VisaInternationalServiceAssociation维萨卡,CCB,ChinaConstructionBank中国建设银行,ICBC,Industrial&
CommercialBankOfChina中国工商银行,BOC,BankOfChina中国银行,BOC,BankOfCommunications交通银行,CITIC,ChinaCiticBank中信银行,ABC,AgricultureBankOfChina中国农业银行,银行方面:
9,酒店部门简写:
FO(FrontOffice)前厅部HSKP(Housekeeping)客房部S&
M(saleandMarketing)销售部SEC(Security)保安部F&
B(Food&
Beverage)餐饮部HR(HumanResource)人力资源部FD(FinancialDepartment)财务部EDP(ElectricDataProcessing)电脑部ENG(Engineer)工程部PR(PublicRelations)公关部,10,前台常用简写:
ID(Identification)身份证LateC/O(CheckOut)延迟退房RC(RegistrationCard)入住登记表SDB(SafeDepositBox)前台保险箱F(Female)女性M(Male)男性CHRG(Charge)收费InstantC/I(CheckIn)(快速)登记入住InstantC/O(CheckOut)(快速)退房IDD(InternationalDirectDial)国际长途电话DDD(DomesticDirectDial)国内长途电话MOD(MangerOnDuty)值班经理N/A(NoAnswer)无应答TBA(ToBeAdvised)等待通知,11,VIP(VeryImportantPerson)重要客人CIP(CompanyImportantPerson)公司重要客人P/F(PayFor)为.付费P/B(PayBy)由.付费RSVN(Reservation)预定AR(AccountReceivable)应收帐CONF(Confidential)保密GSTS(GuestSatisfactionTrackingSystem)客人满意CXL(Cancellation)预订取消N/S(NoShow)预订未到CO(Company)公司T/A(TravelAgent)旅行社GRP(Group)团队PA(PublicArea)公共区域GTD(Guaranteed)担保W/I(WalkIn)无预定散客,12,FIT(FrequentlyIndividualTraveler)散客T/C(TravelersCheque/Check)旅行支票W/C(WakeUpCall)M/C(MorningCall)叫醒服务PKG(package)包价N/B(NoBaggage)无行李S/O(SleepOut)外睡L/B(LittleBaggage)少量行李HSE(HouseUsed)酒店自用房DU(DayUsed)小时房CNF(Confirmation)确认,13,COMP(Complementary)免费ARR(AverageRoomRate)平均房价PMS酒店电脑系统PSB(PublicSecurityBureau)公安局系统VC(VacantClear)干净空房VD(vacantDirty)脏房空房OC(OccupiedClear)占用干净房OD(Occupied)占用脏房VO(VacantOccupied)电脑显示空房,实际房间由人住OV(OccupiedVacant)电脑显示住人房,实际为空房OOS(OutOfService)维修房(房间改造,大修)OOO(OutOfOrder)维护房(小部分维修),14,前台常用术语:
DueOut预退Refund退还PaidOut退客现金Occupied入住,被占用LateCheckOut延迟退房LateCharge延迟结帐HousePhone酒店内部电话In-HouseGuest在住客Overbooking超预定Block预留ExtraBed加床KingSize大床DND(DoNotDisturb)请勿打扰Over-Stay超过原定离店日期但未离店的客人FullHouse满房RateCode房价码MarketCode市场码PostingCode入帐码,15,前厅分部:
FrontofficeManager前厅部经理AM(AssistantManager)大堂副理Doorman门厅应接员Receptionist接待员Reservationist订房员Bellman行李员FrontOfficeCashier结帐员FrontOfficeInformationClerk前厅问讯员BC(BusinessCenter)商务中心GSC(GuestServiceCenter)总机,16,FeaturesDoubleroom大床房Singleroom单人间Twinroom双人房Suite套间deluxesuite豪华套房presidentialsuiteSM(Smoking吸烟房)NS(Non-smoking无烟房)HC(HandicappedRoom残疾人房)CR(ConnectingRoom连通房)NC(Non-connectingRoom不连通房)IF(InwardFacing内景房)OF(OutwardFacing外景房)RV(RiverView河景房)CV(CityView可以看到城市)NV(NorthView房间朝北)SV(SouthView房间朝南),17,NE(NearElevator离电梯较近)FE(FarawayfromElevator离电梯较远)NS(NearStair离楼道较近)BW(BigwashingRoom洗手间较大)FE(farawayfromElevator离电梯较远)BW(BigwashingRoom洗手间较大)SS(SmallsizeSuites小面积普通套房)BS(BigsizeSuites大面积普通套房)SB(SmallsizeBusinessSuites小面积商务套房)BB(BigsizeBusinessSuites大面积商务套房),18,ServicecodeRG(Regularguest回头客)FV(Firstvisitor第一次入住的客人)AS(Airportsendoff送机)II(Instantcheckin快速登记)BS(Babysitting保姆服务)EA(Earlyarrival早到房)PA(Pre-arrival通知提前到店)BL(Bedextralength加长宽床)HM(Hardmattress硬床垫)BD(Bedboard床板)SP(Specialpillow特殊枕头)DR(Driverroom司机房间)LD(Largedesk长写字台)WH(Wheelchairrequested需要轮椅),19,LS(Longstaying长住客)WI(Walkin上门客)PU(Airportpickup接机)IO(Instantcheckout快速退房)BC(Babycot婴儿床)LA(Latearrival晚到)PR(Pre-registered通知提前登记)XB(Extrabed加床)SM(Softmattress软床垫)BT(Bartelephone关闭长途电话)XP(Extrapillow加枕头)GR(Guideroom领队房间)LC(Latecheckout延迟退房)ND(Nodeposit免押金)AB(Including1breakfast含一份早餐),20,RoomReservations,一.预订电话Roomreservations.MayIhelpyou?
Internationalhotel.ReservationDesk,canIhelpyou?
Iamcallingfrom.Idliketoreservearoominyourhotel.Ineedtomakeareservationforthisweekend.Ineedtoseeifyouhavearoomavailableforthe9th.Idliketoreservetworoomsformyfriends.Doyouhavearoom?
21,二.对房间的要求Whatkindofroomwouldyoulike,sir/madam?
Idliketobook.Iwantaroomonahigherfloor.Doyouhaveabetterroom?
Ishotwateravailableanytime?
Theroomisverysunnyandcomfortable.三.日期及人数Whichdatewouldthatbe?
Fromwhichdateandforhowmanynights?
Yourarrivalanddeparturedates?
22,JanuaryFebruaryMarchAprilMayJuneJulyAugustSeptemberOctoberNovemberDecemberMondayTuesdayWednesdayThursdayFridaySaturdaySundayfirstsecondthirdfourthfifthsixthseventheighthninthtentheleventhtwelfththirteenthfourteenthfifteenthsixteenthseventeentheighteenthnineteenthtwentiethtwenty-firstthirtieththirty-first,23,四.确定预订Canyougivemeyourname,please?
MayIhaveyourphonenumber?
Mr./Madam,AdoubleroomfromMay1sttoMay5th.AmIcorrect?
Idliketoconfirmmyreservation.Ivereservedasingleroomforthreenightsfromthe2ndofJulytothe4th.Inwhosenamewasthereservationmade?
Wehaveyourreservationhere.Wellbeexpectingyouonthe2ndofJuly.Youllbeexpectedtobehere.,24,五.取消或更改预订Idliketocancelmyreservationandmakeanewreservation.ImadeareservationforAugustthesixth,butisitpossibletochangeittotheninth?
Wellextendthereservationforyou.Idliketoextenditfortwonights.Somethingunexpectedhappened,soIhavetopostponemydeparture.Well,miss,Illcancelitthen.六.客房已满Imsorry,butwearefullybookedonthatdate.Allofourroomsarefullyoccupied.Wereverysorry,sir.Wehopeyoucouldunderstandus.,25,Practise,Role-playClient:
YournameisBill.Youdliketobookaroominyourhotel.Hotelemployee:
Youanswerthephoneandacceptthebooking.,26,AFace-to-FaceReservation当面预订CanIhelpyou,sir?
Idliketobookasingleroomwithshower./forsb.Howlongwillyoubestaying?
Wecanonlyconfirmaroomfromthe20thtothe27th.Imafraidwewontbeabletoguaranteeyouaroomafterthe27th.Weusuallyhavehighoccupanciesinthepeakseasons.AGroupReservation团体预订Idliketobook10doubleroomswithtwinbedsforfivedays.Forwhichdates?
ForMay23rdto27th.Isthereaspecialrateforagroupreservation?
Yes,thereisa10percentdiscount.,27,AttheReceptionDesk,1.GreetingtheguestsGoodmorning,sir.Welcometoourhotel.TheReceptionDeskisstraightahead.Afteryou,please.2.CheckinGoodevening.WhatcanIdoforyou,sir?
Goodafternoon,madamandsir.Didyouhaveanicetrip?
Ireservedadoubleroomthreeweeksago.Im.Justamoment,please,Illcheckthearrivallist.CouldIseeyourpassports,please?
Thankyou.Andwouldyoumindfillingintheregistrationform?
Howareyougoingtopay,incashorbycreditcard?
Herestheroomcardtoroom908.Pleasekeepit.,28,Haveaniceevening,sir.Enjoyyourstay.Verygladtohaveyouhere.Wishyouamostpleasantstayinourhotel.Ihopeyouwillenjoyyourstaywithus.3.AskthepriceWhataretheratesfortheroom?
Dowepaythefullpriceforchildren?
Whatstherateforanight?
Therateincludesbreakfast.4.UptotheroomIamthebellman.Illgetthebaggageuptoyou.Illtakecareofyourbaggage,sir.Illdothatforyou.,29,Howmanypiecesofbaggagedoyouhave?
Letmehavesomeonehelpyouwithyourluggage.Aretheseallofyourbags?
ShallIshowyoutoyourroom?
Pleasetakethiselevatorforyourroom.Thisdoesntstopatthesecondfloor.Theelevatordoesnotgouptotheguestrooms.Itsmypleasure.Imatyourservice.Itsourpleasuretoserveourguestswell.我们乐意为顾客服务Weserveforguestsheartandsoul.全心全意为顾客服务,30,Practise,Role-playClient:
1.Youdlikeasingleroomfortonight.2.Youhavenoreservation.HotelEmployee:
TheroomisNo.305,31,Serviceduringthestayinthehotel,1.AttheinformationdeskWherecanIsendafax?
在什么地方可以发传真?
Howcanwegettothetheatreplease?
HowcanIgettotheentertainmentcenter?
Goaheadalongtheroadandturnleftatthefirstcrossing.Illshowyoutheway.Isthereahealthclubinthehotel?
Wheresthecoffeeshop?
CanIexchangemoneyinthehotel?
Imlookingforavendingmachine.Arethereanyinthehotel?
Isthereanywherewecanbuysomesouvenirs?
Isheahotelguest?
32,2.IntroducingsomescenicspotsDuFuThatchedCottage杜埔草堂TempleofMarquisWu武侯祠TheFunanRiver府南河TombofWangJian王建墓DujiangyanIrrigationSystem都江堰Mt.Qingcheng青城山TheGiantBuddhainLeshan乐山大佛Mt.Emei峨眉山JuzhaigouNationalPark九寨沟,33,HaveyoueverbeentoChengdubefore?
Whynotvisit.?
为什么不去.参观?
MayIsuggestthatyou
- 配套讲稿:
如PPT文件的首页显示word图标,表示该PPT已包含配套word讲稿。双击word图标可打开word文档。
- 特殊限制:
部分文档作品中含有的国旗、国徽等图片,仅作为作品整体效果示例展示,禁止商用。设计者仅对作品中独创性部分享有著作权。
- 关 键 词:
- 酒店 前台 接待 英语 培训