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1、Teaching Objectives,To learn the service theoretical knowledge about how to offer a satisfactory service in a hotel. To learn how to perform check-in for FIT. To learn how to perform check-in for group. To learn how to perform business check.,Basic Information,Basic Information,Basic Information,Roo
2、m Status Table,Basic Information,Basic Information,Basic Information,Basic Information,Greeting Confirming reservation Checking Identifications (Passports) Asking the Guest to fill in the Registration Form Getting in Deposit Reconfirmation Assigning Room-key Cards Calling the Bellman Extending Best
3、Wishes. Making record,Service procedure,How to Express,1. Reservations, can I help you? 2. Just a minute, please. 3. How long do you plan to stay? 4. What kind of room do you prefer? 5. Who is the reservation for? 6. Weve extended the reservation for you. 7. Who made the reservation, please? 8. May
4、I print your credit card? 9. Could you sign you name, please?,10. We hope you will enjoy your stay in the hotel. We hope you are enjoying your stay in the hotel. We hope you have enjoyed your stay in the hotel 11. Could you fill in the registration form, please? 12. I have to check if theres a room
5、available 13. How will you be paying, in cash, by credit cards or with travelers checks? 14. If you have any valuables, you may deposit here in the safe deposit box. It is free of charge. 15. Could you keep your room key until you check out? 16. Hope you enjoy your stay.,How to Express,Fill in the b
6、lanks to make a dialogue. Suppose a couple in Beijing have booked a double room for two nights. Its six in the afternoon when they arrive. You receive the guests and register for them. A= Attendant G=Guest A: Good afternoon. What can I do for you? G: Good afternoon. This is Dongfang Hotel, isnt it?
7、A: Yes, sir. G: Good. Im John Smith. My wife and I made a reservation through the Travel Service yesterday. A: Oh. _, Mr. SmithYes, we have a reservation. A double room for two. Is that right?,Practical Operation,1,G: Thats right. But wed prefer a suite to a double room, if possible. A: _, Mr. Smith
8、. G: Thank you. A: Please fill in the_. G: Here you are. A: Thank you. May I _? G: Certainly, here you are. A: Will you go to your room now? G: Yes, please. A: _, Mr. Smith. Would you please give the key to the reception desk when you go out? G: Yes, we will.,Practical Operation,Role play Situation:
9、 Task one: Charlie White enters Jingcheng hotel, and he tells the receptionist that he made a reservation in advance for 3 nights. He wants to check in. Make a situational dialogue. Task two：Jack Wilson and his wife come to Chengde for the first time, they arrive quite late, walking for a while they
10、 find Tianbao Hotel and want to stay in for one night with a twin-bed room. Make a situational dialogue and deal with the problems in the case. Task three: A tour group of 30 people from America come to Beijing, they reserved Boya Hotel last week, and the tour leader comes to check in. Make a situat
11、ional dialogue and deal with the problems in the case. Task four: Mr. Smith comes to the business administration building, and asks a business suite facing the garden for three nights. Make a situational dialogue and deal with the problems in the case.,Practical Operation,2,Thank you for your attention!,