I.General ideas

Front office departments include 1.            ; 2.             ; 3.             ;

4.                  .

Reservations;Front desk;Service staff; PBX

Front desk---the area located in the lobby for the first and last contact of the guests. Its employees greet the arrival guests;register them,assign rooms,distribute baggage,store guests valuables;provide information;deliver mails and messages;exchange foreign currencies;check room occupancies; maintain their staying account and settle their departure account,settle their inquiries and problems.

Service staff---doormen,bellman(luggage clerks),the concierges:help the guests settle in the room,provide information about local attractions, entertainment of travel.

PBX----(private branch exchange:a telephone system that handles the internal and external calls----telephone operators to connect calls,handle make-up calls and messages for guests 专用支线交换机）

II.Vocabulary

1.no-shows: the reserved guests without cancellation but with absence

2.Tour group: the tourist group

3.Lodging:1)If you are provided with lodging or lodgings, you are provided with a place to stay for a period of time. You can use lodgings to refer to one or more of these places.2)If you live in lodgings, you live in a room or rooms in someone's house and you pay them for this.

4.Advance deposit:prepayment deposit

5.Luggage tag；the card with information of the guests tie or stick to the luggage

6.Key card:magnetic card key

7.Adapter:coupling plug,e.g. battery charger plugs

8.Master switch:main switch

9.Smoke detector: detecter to detect the smoking

10.Extension cord:patch board;connection box接线板

11.Flyer:handbill;leaflet; propaganda sheet

12. Breakfast voucher: A voucher is a ticket or piece of paper that can be used instead of money to pay for something.  e.g.gift vouchers.

13.Group leader: the leader of a tourist group

14.Group visa: visa for group

15.Bell service: service for carrying the luggage

16. In-room safe: a safe in the guests room

17.Beauty parlor:A parlour is a room in a house for sitting in.or Parlour is used in the names of some types of shops which provide a service, rather than selling things. E.g. massage parlour

18.Minibar:very small refrigerator in the guests’room

19.Minijar:mini drink water heater

III.Useful expressions

Check-in

Getting information from the guests about a reservation

1.Have you made a reservation?2.When was it made? 3.From which company?4.Who made the reservation? 5.I’m sorry, Ma’am, but I haven’t got any record of that.Have you got a letter confirming your reservation？6.We have no record of a reservation in your name.

Registering a guest

1.Would you please complete this registration form?

2.Here you are.I think I’ve filled in everything correctly.

3.You forgot to fill in the date of departure.

4.You will have to register individually,please.

5.Could I ask you to write your name in block capital?

6.Could you please ut your nationality here?

7.What’s your address in your native country/

8.Could you sign your name here?

9.Would you put your signature here,please?

When room is not ready

1.I’m afraid your room is not ready yet,Would you mind waiting please?We are very sorry for the inconvenience.

2.Our checkout time is 2o’clock,Would you mind waiting over there until then?

Giving the guest the key and room card

1.Here is your key. Your room is on the fifth floor.

2.Please keep your room key until you check out.

3.Please make sure that you have it with ou all the time.You need to show it when you sign for you meals ans drinks in the restaurants and bars.

4.Our bellboy will help you with your baggage and show you the way.

Reception Desk

Extending the stay

1.I was going to check out today,but I have to stay for three more nights on some new errands here.

2.I should leave tomorrow, but I think I’ll have to extend. Is it possible?

3.My flight doesn’t leave until 6:15 p.m. And I don’t want to wait around at the airport all day.

4.Could I keep the room this afternoon?

5.By how  many nights do you wish to extend?

6.How much longer would you like to stay?

7.If we weren’t so heavily booked, we could let you stay in the room free of charge.If you really want to keep your room this afternoon, we’ll have to charge you 50% of the daily price.

8.I’m sorry there will be someone taking your room.You may kee the room till2:00p.pm.if you wish.

Receiving a guest who visits a guest in your hotel

1.Let me call him in his room first.

2.I’m sorry, but nobody answered the phone.

3.Please use the house phone.It’s right over there.

4.You can use the house phone.It’s on the other side of the lobby.

5.I’m afraid he’s out. Could you call again later?

6.Mr.Foster is here to see you.

7.There’s a Mr.Black who wants to see you,Shall I ask him to go up?

8.He asked us to tell you to meet him in the coffee shop.

Giving directions

1.The Kerry Center Hotel is in the Chaoyang District.

2.The Forbidden City is to the north od Tian’anmen Square.

3.Let me show you on the map,please.

4.It’s not far from here.

5.It’s three blocks sown the street, on the left.

Providing information

1.We have saunas and a massage service.

2.Car rental service is available in our hotel.

3.There are safe-deposit boxes at the front desk

4.Sports facilities are available at a small charge.

5.The newsstand has a wide selection of foreign newspapers and magazines.

Concierge

The main duties of concierge staff

1.to do the bell service and to take care of the guests’ needs;

2.To carry the hotel’s message to the guests and guests’ reaction to the management;

3.To act as the hosts to arriving guests and as sales representative for the hotel;

4.To serve guests in the room,the lobby,and in other public areas, run errands,and assist at departure;

5.To act as the eyes and ears of the Security Department ,watch for skippers,and make inspections as they room charges;

6.To act as good-will ambassadors to escort both from home and abroad.

7.To provide directions and information on local attractions and facilities,as well as arrange for airplane ,theater or other reservations and tickets,such as car rentals or taxi orders.

The bellman’s main services:

1.On the guest’s arrival,he carries in his or her baggage from the car

2.When the guest is registering, watch out the baggage on the lobby floor;

3.With the room slip at hand,he escort the guest with his or her baggage to the room;

4.Inside the room,he performs the inspection function:

1)he hangs guests loose clothing and lifts the baggage onto the baggage rack or bed;

2)he checks the room facilities and the room cleanliness;

3)he explains the special features of the hotel.such as the operation hours of the room service.

4) before leaving the room,he final sells for a particular sinning room or lounge etc.

Receiving a guest

1.It’s nice to see you here again,Mr.Smith.

2.Very glad to have you here.

3.Mind your head.

4.Leave it to me.I’ll take care of your luggage.

Calling a Taxi for the  guests

1.Shall I call\get a taxi for you. Sir?

2.Here’s your taxi.Please get in.

3.Your taxi will be here in a minute.

4.Have a pleasant trip.

Showing the guest to the room

1.Could I have a look at your key card?

2.Is this everything?

3.Shall I show you t your room?

4.May I lead the way,Sir?

5.Let me give you a hand.

6.Is this your first time to Beijing?

7.Would you mind my putting our baggage here?

8.Please feel free to contact me if you need further service.

Introducing the roon facilities and hotel service

1.Here is the light switch.

2.Here’s a brochure complaining hotel services.

3.This is our TV guide.You can get any channel you like.

4.This is your air-conditioning control unit.You set the temperature like this.

5.You can make your own tea and coffee by using this electric kettle.

6.Special laundry bags with lists are laced in the closet.

Providing transportation service

1.At what time does your flight take off?

2.The minimum charge for the hotel limousine is 240EMB every 2 hours.

3.Do you need a taxi?Where do you want to go? I’d like to get a taxi-driver to help you.

4.This is you taxi card to help you quickly find the taxi whenever you have difficulties.

5.Your car\limo is already waiting for you at the main entrance.

6.Please contact the Concierge on ext.6023 regarding your flight ticket reconfirmation\charge\cancellation.

Special courtesy English for bellboy.

1.Just a moment,please.The elevator will be here soon.

2.Please step inside.

3.Are you going up or sown?

4.Next car,please.

5.After you,please.

6.Follow me,Sir.

7.This way,please.

8.Please watch your step.Sir.

9.Let me help you with your luggage,please.

IV. Practical practices

Basic procedures check-in

1.greet the guest

2.Find out whether a reservation has been made{guests with reservations:receptionists reconfirm the accommodations requested;the guests sign the card;exchange some pleasantries；without-reservation guests:check the space availability, and so on}

3.Check the reservation list

4.Ask the guest to fill in the registration form

5.Hand out the key card

6.Show the guest to the room

Practice I Registering a guest who has a reservation

Complete the dialogue and fill in the registration form with the information you hear

Receptionist(R):Good afternoon, welcome to the Xiamen Best Western Park Hotel. What can I do for you?

Guest(G):Yes, I have a reservation with you.

R:In whose name the reservation made?

G:           Mackintosh.

R:Wait a minute ,please.I’ll check the reservation record.... Yes, we have the record under your name. Would you please fill in the registration form?

G:Sorry, I have rather poor eyesight.Can you do it for me?

R:Yes, of course.

R:Thank you. And your nationality is?

G:             .

R: Your address?

G:       Kurast          ,          .

R: Right, and your occupation?

G:Ah, I am a               .

R:OK.Now can you give me your passport No.?

G:It’s                .

R:Thank you.And can you tell me your next destination?

G:I am going to        after this.

R: And how will you be paying?

G: Er... By credit card....             .

R:Er... Today is the 14^th of May. What date are you leaving?

G:         .

R:Well, I’v put you in Room       . That’s a         on the 11^th floor.

   Here is the keycard to the room and the bellboy will show you to your room.

G: Thank you.

R:You are welcome.Hope you’ll enjoy your stay with us.

REGISTRATION CARD

ROOM  NO.

ARR DATE

DEP DATE

ADULT

CHILD

RATE

 

 

 

 

 

 

SURNAME

 

FORENAME

 

HOME ADDFRESS

 

OCCUPATION

 

COMPANYNAMEN &ADDRESS

 

NATIONSLITY

 

PASSORT NO.

 

NEXT DESTINATION

 

ACCOMMODATIONS REQUAIRED

SINGLE

DOUBLE

JUNIOR SUITE

DELUXE SUITE

 

 

 

 

MY ACCOUNT WILL BE SETTLED BY

CASH

CHECK

COMPANY ACCOUNT

AMERICAN EXPRESS

DINERS’CLUB

VISA

 

 

 

 

 

 

JCB（JAPAN CREDIT BUREAU CARD）

 

OTHER CREDIT CARD

 

SPECIMEN SIGNITURE

 

CLERK’S INITIALS

 

 

Practice II listen and complete------Registering a walk-in guest

R: Good evening,Ma’am.May I help you?

G:Yes,my name is Nancy Green.I’d like to have                 (  带浴室的单人间）for tonight.

R:Have you made a reservation?

G:I’m afraid not.

R:Wait a moment,lease.Let me see... Yes, we have a room available.May i have your passport to fill out this                    (登记表)for you?

G:Certainly,Here you are.

R:How will you make your payment?

G:              (用现金)

R:Would you lease sign your name here?

G:Yes.Thank you.

R:                       (祝您过得愉快)。

Practice III listen and complete---Checking in FITS

R:Good morning,fir and madam,welcome to our hotel.how may I help you?

G:I’m Dave Simpson.We reserved a            (标准间) 。Here is             (确认单)。

R:Thank you.Mr.Simpson.Let me have a check.Sorry to              (让您一直等候)，So you need a TWB for night?

G:Yes,exactly.

R:Could I see your passports?

G:Here you are.

R:Thank you. Would you please fill in the registration form?

G:No problem.....Here you are.Er. How much do you charge for our room?

R:400YUAN RMB per night.Would you pay 800yuan as deposit?

G:Here you are.

R:Thank you . Here is        (收据).This is the key card to Room 703and these are the room cards.

G:Thank you.

R:The bellman will show you up to your room with your baggage.Anything else i can do for you?

G:No more.Thank you.

R:You are welcome.I hope you will enjoy your stay with us.

Practice IV Read and complete---Checking in a group

Leader(L):I’m Jeff Duke, the leader of American Academic Group 0324.We have a block of rooms reserved at your hotel.

R:Yes,Mr.duke.Are all of the group members still outside?

L:Yes.They are still in the bus.I didn’t want all of them in the lobby at once.

R:Very well,Mr.Duke.We have got the registration materials ready for your group...Oh,you’ve reserved 15twbs for 20gentlemen and 10 ladies,including 5 couples.Is there any change?

L:No.

R:Could I see the copy of your group visa?

L:Here you are.

R:Thank you.Would you fill in the registration form with your personal information?

L:I’ll take care of it...Here you are.

R:Thank you.We’ve put you on the 10^th floor.from1001 to 1015.Here are the key cards and room cards.

L:Thank you.I’ll assign the rooms among my members

R:The bellman will carry the baggage to your rooms.If you have any problems or requests.please don’t hesitate to ask us.

Practice V  Read and practice-----bell service

(A taxi pulls up in front of the main entrance of Witz Hotel.The bellman cones over to welcome the guest.)

B: Good morning,sir.Welcome to the WitzHotel.

G:Thank you.

B:Do you have any baggage?

G:Yes, all in the trunk.

(The bellman opens the trunk,takes the baggage out and checks the baggages tags.)

B:So you’ve got four pieces all together?

G:Yes,

B:This way to the reception desk.(The guest finishes the registration at the reception desk. The bellman comes over again.)

B: Mr.Johnson.your room is on the 7^th floor.This way to the elevator.

G:Oh, your hotel looks so magnificent. B:Thank you. Ours is the first-rate hotel and a favorite place  for VIPs,official guests,and businessmen all over the world.There’re over 400 guestrooms of international standard.(Here com es the elevator.)

B: Ste in,please.(While the elevator is going up.)

B: The business center is on the 2^nd floor.On the 3^rd floor and the 4^th floors are different bars,restaurants.and banquet halls.There is swimming pool,and many other recreational facilities on the 5^th floor.

G:Oh, great! I can swim like a fish,you see.(The elevator stops on the7th floor.)

B:This way,please. ... Here we are.May I have your key card?Let me open the door.(He knock at the door first,open it, precedes the guests into the room,turns on the lights and draws the curtains aside.）（After introducing certain facilities in the room.)

G:By the way,is the tap water drinkable?

B:Yes,if you need hot boiled water,you may use the minijar here.

G:I see.Thank you.

B:Here is your key card.Mr.Johnson.Anything else I can do for you?

G:No more.(Taking out some money.)It’s for you.

PracticeVI Read and practice -----Information Service

(A guest is talking with the informationist at the concierge desk)

I:Good morning ,madam.What can Ido for you?

G:Where can I have my hair done?

I: You may go to our beauty parlor on the 5^th floor.

G:Thank you. After that,I’d like to visit the Oriental  Pearl TV Tower. People say it’s the symbol of your city.But  how to get there?

I: You may take Bus No.o1 eastward and change to Bus No.82 at the tenth stop.Then you’ll get to the Oriental Pearl at the 4^th stop. The Bus 01 stop is just opposite is just our hotel.

G:Oh,my!Too complicated!

I: As a 2^nd choice,you may take Metro line II.It will carry you directly there.

G:Fine.Where is the Metro?

I:Step out of the hotel.turn left.go straight forward for one block,you won’t miss the metro station.

G:Thank you.Oh,dear!My tooth is aching Could you give me some pills to kill the pain?

I: I’m sorry to hear that, but we can’t give you any medicine.Shall I get you a dentist?

G:Not necessary.Any pharmacy nearby? Just buy me some pills.

I:Yes,but would you please fill in this form with the name of th pill,sign your name ,and pay 100yuan in advance?

G:(Filling the form and reading out.)We buy this medicine on the guest’s rquest.Should anything happen,the hotel won’t be held responsible.

 PracticesVII:Translation

1) 我昨天下午为我的朋友史密斯先生预定了一个单间。

2) 作为补偿，我们将为您免费安排另外一间客房。

3) 请不要落下您的行李。

4) 请写清楚您准确的离店时间。

5)An irritated guest went to the reception desk. “I asked for a non-    smoking room and the room you gave me smells like an ashtray.”

6）Employees need to be able to make decisions and handle problems in order to do their job properly. Their job is to satisfy the guest. If you tell a guest, “there is nothing I can do”, the guest will think “if you can’t help me, then why you are here?”

7) 刘易斯先生，这是电灯开关和调温装置。这儿是衣柜，里面有保险箱和雨伞。梳妆台里有小冰箱。这儿的饮用水加热器可为您提供热开水。床头柜上的嵌板控制着房间内的各种电器，如床头灯，电视机等。这扇门通往浴室。我们24小时提供热水。浴室里还有两个插座，分别用110伏和220伏。