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English For Hospitality

English For Hospitality. Introduction of Reception Desk Service. Topic 1 A brief introduction of front office service. 1.Background information:

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English For Hospitality

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  1. EnglishFor Hospitality

  2. Introduction of Reception Desk Service

  3. Topic 1 A brief introduction of front office service

  4. 1.Background information: The front office service plays an important part in modern hotels. All this makes it possible for hotel guests to take the advantages of the reception office.

  5. 1 2 3 • Front office service • Room reservation • Offering registration • Foreign currency exchange • Check in • Check Out

  6. Activity 1: Listening • Listen to the tape twice and try to answer the following question: (1) What is the front office service? (2) What service does the front office service provide?

  7. Suggested answers: there are lobby and general service counter in the front office department. Lobby is the place where customers registering, resting, having meeting and checking out. The general service counter is the place where customer registering, accounting, enquiring, foreign currency exchanging. Usually, there are division manager, supervisor, captain and attendant in the hotel.

  8. Dialogue: • A: Good evening, sir and madam. Welcome to our hotel. • B: Thanks. Good evening. • A: (Opening the trunk, taking out the baggage and looking at the name on the baggage tags.) I'm the receptionist, madam. So you have got altogether four pieces of baggage? • B: Yes, that’s right. We’d like to stay here for two nights. • A: From tonight to 28th of October. What kinds of room would you like? • B: A double room please.

  9. A: One double room. Yes, we’ve got five double rooms left. • B: How much does a double room cost? • A: 480 yuan per night, with breakfast. • B: Is your hotel near downtown? • A: Yes, and it’s several minutes’ walk from the city center. • B: Great! I’d like a double with the view of the Lijiang River. • A: Let me check. Ah, you’re lucky, madam, here’s one such room. • B: Is it noisy outside? Does it have air-conditioning? • A: Our hotel is located in a very quiet and peaceful district and all the rooms are air-conditioned. • B: Ok, I will take it.

  10. Here is a short video of the dialogue above. 0001.WMV

  11. Activity 2: Role-play Work in pairs about this topic, one for guest, and another for hotel employee. Finish the task of introducing the function of the front office service in the hotel.

  12. Some related words or sentences • information office 问讯处 • reception office 接待室 • hotel register 旅客登记簿 • registration form 登记表 • manager 经理 • attendant 服务员 • office clerk 值班服务员 • waiter （餐厅）服务员 • waitress （餐厅）女服务员 • The Reception Office is straight ahead. 接待处就在前面。 • Welcome to our hotel. 欢迎光临。

  13. Activity 3: Oral practice: • Listen to the dialogue again and repeat, paying attention to the fluency and tone of your voice.

  14. Activity 4: Translation 1. The teacher asks Ss to translate the following sentences into English. 前台又称为总服务台或大堂部，负责推销酒店的产品与服务，为客人提供订房，登记，问讯，电话，订票，行李以及退房等一系列服务。前台的服务效率及质量代表着酒店的整体水平。

  15. Key: Front office can also be named general service office or lobby, which is in charge of the sales and promotion of hotel service. Many services are provided in the front office, such as room reservation, registering, enquiring, telephoning, ticketing, luggage, or checking out. The efficiency and quality of front office service represents the overall hotel service standard.

  16. Frequently used sentences at front desk: 1. What kinds of room would you like? • In the dialogue, there are several questions like this that are used by the receptionist. 2.自己要做什么事时，就使用May I ~ • May I have your name, please? 请问尊姓大名

  17. May I see your passport, please? 请让我看一下您的护照好吗？

  18. May I know your nationality, please? 请问您的国籍是什么？

  19. May I have your check-out time, please? 请问您什么时候结帐离开？

  20. Note: 1. Welcoming Card 欢迎卡 Information included in the Welcoming Card: 1) Guest’s name 2) Room number 3) Number of persons 4) Date of arrival/departure 5) Room rate 6) Clerk 7) Signature 8) Remarks

  21. 2. Welcoming Booklet 欢迎手册 Sample of Welcoming Booklet: Welcome to our hotel! The management cordially welcomes you to Guilin Hotel. This little book informs you about the facilities our hotel can offer you and will lead you to the charming sights of our city.

  22. Welcome to our hotel! • What can I do for you?

  23. 3. Reservation Enquiry Card: • Information included in the Reservation Enquiry Card: 1) Reference number; 2) Date; 3) Requirements: Single? Double? Triple? Suite? 4) Date of arrival; 5) Time of arrival; 6) Date of departure; 7) Number of guests;

  24. 8) Booked by; 9) Company; 10) Address; 11) Telephone number; 12) Rate; 13) Method of payment; 14) Special requirements; 15) Signature; 16) Clerk.

  25. Here is a short Video about the most luxurious hotel in the world.Burj.al.Arab.Hotel. WMV

  26. Assignment • Do the following exercises after class. Divide the class into several groups and collect some information about hotel rooms.

  27. Adjoining room • A triple room • 10) A suite • 11) A junior suite • 12) A royal suite • 13) A presidential suite • 14) A deluxe suite • Suggested information 1) A single room 2) A single room with shower 3) A single room with bath 4) A closet room 5) A studio room 6) A double room 7) A twin room

  28. Thank you very much!

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