Unit One Check-in單元1入住登記

Procedure of Service服務(wù)流程

Check-in for the guest

● Greet the guest.

● Ask the guest whether he has a reservation with the hotel.

● Find out the reservation in the computer for confirmation.

For a walk-in guest：

Check the reservation list for the vacancies in the computer, and introduce them to the guest.

● Ask the guest to show his identification.

● Ask the guest to fill in the registration list.

● Ask the guest how to make the payment.

● Form the check-in record.

● Give the key card to the guest.

● Tell the guest that the bellman will show him to the room.

● Extend best wishes to the guest.

Registering the group that has a reservation

● Find the tour leader.

● Self-introduce.

● Confirm the group name and the number of rooms.

● Ask the group leader whether there is any change in the schedule or in the number of the persons.

● Ask the group leader to help his members to complete the registration cards.

● Form the check-in record.

● Give the key cards and breakfast vouchers to the group leader.

● Tell the group leader about the arrangement such as：

The place and the time of the activities.

How and where to collect the luggage when they leave.

● Wish them to enjoy their stay.

Points of Service Language服務(wù)語言要點(diǎn)

1.Polite expressions禮貌用語

Welcome to our hotel.Is there anything I can do for you？

歡迎您來到我們酒店。需要我為您服務(wù)嗎？

Nice to have you here.

歡迎您來到我們酒店。

My pleasure.You are our guest.

很高興為您服務(wù)。您是我們的客人。

Just a minute, please.A bellman will show you to your room.I hope you enjoy your stay here.

請稍等。我們的服務(wù)員會(huì)帶您到您的房間。祝您住得開心。

Hope you have a pleasant stay here.

祝您入住愉快。

You're always welcome. We are glad to serve you at any time. Have a pleasant stay here.

不用謝。我們很高興隨時(shí)為您服務(wù)。祝您入住愉快。

I'm afraid that your room is not ready yet, would you mind waiting, please? We are very sorry for the inconvenience.

恐怕您的房間還沒能準(zhǔn)備好，請您等會(huì)兒好嗎？由此帶來的不便我們深表歉意。

2.Asking the guest whether he has a reservation with the hotel詢問客人是否有預(yù)訂

Have you made a reservation with our hotel？

Do you have a reservation？

請問你們有預(yù)訂嗎？

In whose name was the reservation made？

用誰的名字預(yù)訂的？

When was it made？

什么時(shí)間訂的？

3.Registering a guest為客人登記

May I see your passports？

我可以看看您的護(hù)照嗎？

Would you please fill in the registration form？

您能填寫這張登記表嗎？

Please fill in the registration forms—your nationality, age, occupation, passport number, and your signature.

請?zhí)顚懭胱〉怯洷怼钌夏膰?、年齡、職業(yè)、護(hù)照號(hào)碼等，還要簽名。

What's your occupation, please？

請問您從事什么職業(yè)？

4.Asking the guest how to make the payment詢問客人怎樣付款

How would you like to make your payment？

How will you be paying？

How would you like to settle your bill？

您用什么方式付款？

How would you like to pay, by credit card, in cash or with a traveler's check？

請問您怎樣付款，是用信用卡、現(xiàn)金還是旅行支票？

In cash/With US dollars traveler's check, I think.

我想用現(xiàn)金/美元旅行支票。

Here is the receipt.Please keep it.

這是您的收據(jù)。請您妥善保存。

Service Conversation 1 You Are Our Guests

R:Receptionist

G:Guest

R:Good morning.Welcome to China World Hotel.Is there anything I can do for you？

G:We'd like to check in, please.

R:Do you have a reservation？

G:I'm afraid not.

R:Please wait a moment, sir.Let me check the registration list. Thanks for waiting so long.We only have a suite available.

G:What's the room rate per night？

R:175 US dollars.

G:We'll take it.

R:How long do you intend to stay？

G:Two nights.

R:May I see your passports？

G:Certainly.Here you are.

R:Thank you.Please fill in the registration forms, your nationality, age, occupation，passport number, and your signature.

G:OK.Is that all right？

R:Yes.Thanks.How would you like to make your payment？

G:In cash.

R:Would you please pay 150 US dollars as a deposit？

G:OK.Here you are.

R:Here is the receipt.Please keep it.

G:Thank you.

R:Here are your key cards and your breakfast coupons. Your rooms are on the sixteenth floor.

G:Thank you.

R:My pleasure.You are our guests.Just a minute, please.The bellman will show you to your room.I hope you enjoy your stay here.

Practice Answer the questions according to the service conversation.

1.The guest has a reservation with the hotel, doesn't he？

2.How does the receptionist deal with the walk-in guest？

3.What does the guest pay 150 US dollars as？

Service Conversation 2 Registering a Group That Has a Reservation

R:Receptionist

G:Guest

R:Good afternoon, ladies and gentlemen.Welcome to our hotel. Who is your group leader？

G:Good afternoon.I'm the group leader. My name is Li Fen. We have made a reservation in your hotel. I'd like to check in for our group.

R:Nice to have you here.I'm Zhou Jun at the Front Desk.I'd like to confirm the schedule for your stay here first.

G:I see.

R:Is there any change in the number of your group？

G:No.

R:You will have an evening party at 8 this evening, won't you？

G:Yes.Where can we have the evening party？

R:The hall on the second floor.You will have breakfast at 5:40 tomorrow morning, and leave our hotel at 6:20, is that right？

G:Yes.

R:We will arrange a wake-up call at 5:20.Will that be all right？

G:That's fine.

R:Could you please place your luggage in front of the desk on the left of the lobby at 6:10? The bellman will pick them up.

G:OK.

R:Could you help your members to fill in the registration cards？

G:Certainly.Here are the registration cards.

R:Thank you.Your key cards and breakfast vouchers are all in the envelopes with your names on them.Your rooms are on the sixth to ninth floors and there are five rooms on each floor.Would you please sign your name here？

G:OK.

R:Thank you.If you have any changes, please contact the Front Desk. Hope you have a pleasant stay here.

Practice Answer the questions according to the service conversation.

1.Is there any change in the schedule of the group？

2.What does the hotel arrange for the group to do？

3.How many rooms are there on each floor？

4.What do you think of Zhou Jun's service in the service conversation？

Key Words and Expressions

check-in（n.）入住登記

vacancy（n.）空房

registration card/form 登記卡/表

make the payment 付款

identification（n.）身份證

schedule（n.）計(jì)劃表，時(shí)間表

luggage（n.）行李

receptionist（n.）接待員

signature（n.）簽名，署名，蓋章

receipt（n.）收據(jù)

breakfast voucher 早餐券

contact（n.&vt.）聯(lián)系，交涉

Points of Service Performance 服務(wù)演練要點(diǎn)

● When checking in, first ask the guest whether he has a reservation with the hotel. If he is a guest with a reservation, you need to find out his information record for confirmation.If there is no reservation for this particular guest, you should check the reservation list for the vacancies and then introduce them to the guest.

客人要辦理入住手續(xù)，先要詢問是否有預(yù)訂。如果是有預(yù)訂的客人，須找出相關(guān)的信息記錄予以確認(rèn)；如果是沒有預(yù)訂的客人，須查一下預(yù)訂記錄單看是否有空房，然后給客人介紹。

● Be sure to politely ask the guest to present his valid certificates, such as ID card and passport.

要禮貌地請客人出示身份證、護(hù)照等有效的身份證明。

● When you ask the guest to fill in the registration form and fill out the registration record in the computer, make sure to get the following information from the guest:nationality, age, occupation, passport number; the dates of arrival and departure;the room type, the room number and the room rate; and the signature of the guest.要求客人填寫登記表和在計(jì)算機(jī)上形成登記記錄時(shí)，都要注意留下下列信息：國籍、年齡、職業(yè)、護(hù)照號(hào)碼等，到達(dá)日期和離店日期，房型、房間數(shù)和房價(jià)，還有客人簽名。

● When you handle a group check-in, confirm the group name and the number of rooms, and then ask whether there are any changes in the schedule or the number of persons.

在做團(tuán)隊(duì)入住登記時(shí)，不僅要確認(rèn)團(tuán)隊(duì)名稱和房間數(shù)，還要詢問客人的時(shí)間安排和人數(shù)有無變化。

Performance for Service模擬演練

Task A

Practice making a registration in pairs according to the following two cards.

Task B

Mr.Jenny Brown is standing at the Front Desk.He says that he booked a single room a month ago.But unfortunately the receptionist Liu Ying can't find it, he can't check in. Liu Ying checks in the computer and she finds out that a guestjust checked out 15 minutes ago.It will take 20 minutes for the room to be cleaned.

Position Knowledge崗位知識(shí)

● Another name for hotel keeping is the“courtesy industry”. We advocate conven-tional and good manners and politeness. Practice these till they become second nature—till you are courteous automatically.

賓館行業(yè)，又稱“禮貌行業(yè)”。我們提倡傳統(tǒng)的良好儀態(tài)和彬彬有禮，要在實(shí)踐中使這些成為你的第二天性——使這些習(xí)慣成自然。

● If the guest pays in cash, he has to hand in some deposit in advance.If the guest pays by credit card, you should ask him to give his credit card to be pre-authorized.

如果客人用現(xiàn)金付款，須先交押金。如果客人用信用卡付款，須預(yù)授權(quán)。

● When seeing the passport, pay more attention to the following information of the guest:nationality, age, occupation, passport number and the date of expiry.

檢查客人護(hù)照時(shí)要注意客人的下列信息：國籍、年齡、職業(yè)、護(hù)照號(hào)碼以及護(hù)照的有效日期。

Exercises

Ⅰ.Topics for discussion.

1.How to register a walk-in guest？

2.What will you pay more attention to when seeing the passport？

3.How to express your wishes to the guest when finishing registration？

Ⅱ.Answer the following questions.

1.How would you like to settle your bill？

______________________________________________________

2.How to say to the guest if you want to know his occupation？

__________________________________________________________

3.What will you say to the guest if the room is not ready？

_________________________________________________________

4.What will you tell the guest to do when he hands in the deposit？

________________________________________________________

Ⅲ.Translate the following sentences into English.

1．不用謝，我們很高興隨時(shí)為您服務(wù)。祝您入住愉快。

2．請稍等。我們的服務(wù)員會(huì)帶您到您的房間。祝您住得開心。

3．請?zhí)顚懭胱〉怯洷怼钌夏膰⒛挲g、職業(yè)、護(hù)照號(hào)碼等，還要簽名。

4．請您在這兒簽個(gè)字，好嗎？

5．你們的房卡和早餐券都放在寫有你們名字的信封里了。

6.White小姐，請稍等，我查一下預(yù)訂表。謝謝您，讓您久等了。您預(yù)訂了4個(gè)晚上的11個(gè)標(biāo)準(zhǔn)間和1個(gè)套間，對嗎？

Ⅳ.Translate the following sentences into Chinese.

1.You need to show the key card when you sign for your meals and drinks in the res-taurant and the bar.

2.We have the room available you need.How many nights would you like？

3.If you don't understand what the guest says, be sure not to guess nor pretend to know at all.Certainly you aren't afraid of this.Ask the guest to say again with“I beg your pardon”.“Pardon me? ”, or“Sorry, I don't understand.Could you please repeat that? ”

4.Unfortunately the suite you stayed last time was booked this morning.But we have a suite available facing the lake.The room rate is just the same with the one you stayed in last time.

5.We advocate old-fashioned and good manners and politeness.Practice these till they become second nature—till you are courteous automatically.