Unit 4Dealing with a Complaint and on the Guests Request
技能实训4处理投诉和回应客人要求的服务
Practice 1Meeting the Guests Request
实训项目1满足客人要求
Practice 2Dealing with a Complaint
实训项目2处理投诉
Unit 5Foreign Currency Exchange
技能实训5外币兑换服务
Practice 1Changing Euros to RMB
实训项目1欧元兑换人民币
Practice 2Going to the Bank of China for Changing
实训项目2到中国银行兑换
Unit 6Checking Out
技能实训6结账退宿服务
Practice 1Checking Out by Credit Card
实训项目1信用卡结账
Practice 2Checking Out in Cash
实训项目2现金结账
Practice 3Checking Out by Travelers Check
实训项目3旅行支票结账
Case and Improvement： Sorry for Overcharging You
案例与提高：抱歉向您多收了钱
Hotel Managers Comments
酒店经理点评
Chapter ThreeConcierge
实训模块三礼 宾 服 务
Unit 7Accompanying the Guest
技能实训7陪送客人
Practice 1Accompanying the Guest to the Front Office
实训项目1陪送客人到前台
Practice 2Accompanying the Guest to the Room
实训项目2陪送客人去房间
Unit 8Introducing the Facilities and Services
技能实训8介绍设施和服务
Practice 1Introducing the Facilities and Services
实训项目1介绍设施和服务
Practice 2Introducing the Services to the Group
实训项目2向团队客人介绍服务安排
Unit 9Other Concierge Services
技能实训9其他礼宾服务
Practice 1Receiving a Guest at the Airport
实训项目1机场接客人
Practice 2Calling a Taxi for the Guest
实训项目2为客人叫出租车
Practice 3Helping the Guest with the Luggage
实训项目3为客人搬运和保管行李
Case and Improvement： Birthday Cake and Marigold，Birthday Cards and Flowers
案例与提高：生日蛋糕和万寿菊，生日贺卡和鲜花
Hotel Managers Comments
酒店经理点评
Chapter FourHousekeepingⅠ
实训模块四客房服务一
Unit 10Cleaning the Room
技能实训10打扫房间
Practice 1Cleaning the Room Now
实训项目1现在打扫房间
Practice 2What Time Can I Clean the Room
实训项目2什么时间可以打扫房间
Unit 11Turndown Service and Extending a Bed Service
技能实训11晚床服务和加床服务
PracticeTurning Down the Bed and Asking an Extra Bed
实训项目做晚床与要求加床
Unit 12Laundry Service
技能实训12洗衣服务
Practice 1Introducing Laundry Service
实训项目1介绍洗衣服务
Practice 2Quick Service
实训项目2快洗服务
Chapter FiveHousekeepingⅡ
实训模块五客房服务二
Unit 13Room Service
技能实训13客房送餐服务
Practice 1Booking the Room Service by Telephone
实训项目1客房电话送餐预订
Practice 2Sending the Ordered Breakfast to the Guests Room
实训项目2客房送早餐
Unit 14Maintenance Service
实训项目14维修服务
Practice 1Complaining About the Bathroom Problem
实训项目1卫生间设备问题投诉
Practice 2Repairing the Bathroom Facilities
实训项目2修理卫生间设备
Unit 15Other Housekeeping Services
技能实训15客房其他服务
Practice 1Showing How to Use Electric Appliances
实训项目1教客人如何使用电器设备设施
Practice 2Showing How to Use the Room Safe
实训项目2教客人怎样使用保险箱
Case and Improvement： How to Create a Home Away from Home
案例与提高：怎样营造家外之家
Hotel Managers Comments
酒店经理点评
Chapter SixFood & Beverage
实训模块六餐 饮 服 务
Unit 16Table Reservation
技能实训16用餐预订服务
Practice 1Booking a Table
实训项目1餐台预订
Practice 2Booking a Private Room
实训项目2包房预订
Practice 3Reserving the Banquets
实训项目3宴会预订
Unit 17Serving in the Restaurant
技能实训17餐厅用餐服务
Practice 1Serving Breakfast
实训项目1早餐服务
Practice 2Serving the Buffet
实训项目2自助餐服务
Practice 3Serving Chinese Food
实训项目3中餐服务
Practice 4Serving Western Food
实训项目4西餐服务
Chapter SevenBar Service
实训模块七酒 吧 服 务
Unit 18General Service
技能实训18常规服务
Practice 1Leading in the Guest
实训项目1领位
Practice 2Taking Orders and Serving Wines
实训项目2点餐和送酒服务
Practice 3Paying the Bill
实训项目3结账
Practice 4Communicating with the Guest
实训项目4与客人交流
Unit 19Dealing with Unexpected Events
技能实训19应对突发事件
Practice 1Handling a Complaint About Bar Service
实训项目1处理酒吧服务投诉
Practice 2Handling a Drunken Guest
实训项目2应对醉酒客人
Case and Improvement： The Icecold Beer
案例与提高：冰镇啤酒
Hotel Managers Comments
酒店经理点评
Chapter EightTelephone
实训模块八总 机 服 务
Unit 20Telephone Operator
技能实训20转接电话
Practice 1Making an International Call
实训项目1打国际长途
Practice 2Connecting an Incoming Call
实训项目2外线电话的处理接进
Practice 3Connecting an Outgoing Call
实训项目3外线电话的处理打出
Unit 21Other Services
技能实训21其他服务
Practice 1Connecting RoomtoRoom Calls
实训项目1客房间的通话
Practice 2Wakeup Call
实训项目2预订叫醒电话
Practice 3Taking the Message
实训项目3电话留言
Case and Improvement：The Hotel Operator Refused to Serve Her Guest
案例与提高：酒店总机拒绝为客人服务
Hotel Managers Comments
酒店经理点评
Chapter NineBusiness Center （Ⅰ）
实训模块九商务中心服务（一）
Unit 22Secretarial Services
技能实训22文秘服务
Practice 1Printing and Copying
实训项目1 打印和复印
Practice 2Scanning and Photo Processing
实训项目2扫描和图像处理
Practice 3Arranging Translation and Interpretation
实训项目3 安排笔译和口译
Unit 23Fax and Express Services
技能实训23传真和快递服务
Practice 1Sending and Receiving Fax
实训项目1 发送和接收传真
Practice 2Sending and Receiving Packages
实训项目2 发送和接收包裹
Chapter TenBusiness Center （Ⅱ）
实训模块十商务中心服务 （二）
Unit 24Tickets Booking Services
技能实训24票务服务
Practice 1Booking Air Tickets Online
实训项目1网上订机票
Practice 2Ordering Group Tickets
实训项目2订购团体票
Unit 25Office Facilities Services
技能实训25办公设施服务
Practice 1Renting Meeting Room and Equipment
实训项目1 出租会议室及设备
Practice 2Accessing the Internet
实训项目2 接入互联网
Case and Improvement： Fail to Deliver the Fax in Time
案例与提高：传真未及时送达
Hotel Managers Comments
酒店经理点评
Chapter ElevenHealth and Recreation
实训模块十一康 乐 服 务
Unit 26Health Care Services
技能实训26保健服务
Practice 1Enjoying Spa Treatment
实训项目1享受温泉水疗
Practice 2Experiencing Chinese Physiotherapy
实训项目2体验中医理疗
Unit 27Fitness Services
技能实训27健身服务
Practice 1Having a Swim
实训项目1 游泳
Practice 2Playing Bowling
实训项目2打保龄球
Unit 28Entertainment Services
技能实训28娱乐服务
Practice 1Chess & Card Services
实训项目1棋牌服务
Practice 2Singing in KTV
实训项目2 KTV服务
Case and Improvement：Who Will Pay the Bill
案例与提高： 谁来买单
Hotel Managers Comments
酒店经理点评
Chapter TwelveConvention and Exhibition Services
实训模块十二会 展 服 务
Unit 29Convention Service
技能实训29会议服务
Practice 1Reserving a Conference
实训项目1预订会议
Practice 2Discussing with the Conference Planner
实训项目2与会议策划者商议
Practice 3Registering for Conference
实训项目3会议报到服务
Unit 30Exhibition Service
技能实训30展览服务
Practice 1Reserving an Exhibition
实训项目1预订展览
Practice 2Setting Up an Exhibition
实训项目2 布展
Case and Improvement：Meeting the Guests Urgent Needs
案例与提高：满足客人急需
Hotel Managers Comments
酒店经理点评
Chapter ThirteenShopping Service
实训模块十三购 物 服 务
Unit 31ShoppingⅠ
技能实训31购物一
Practice 1At the Jewelry and Crafts Shop
实训项目1在珠宝工艺品部
Practice 2At the Textiles and Knitwear Shop
实训项目2在丝绸纺织品部
Unit 32ShoppingⅡ
技能实训32购物二
Practice 1At the Chinese Arts and Stationery Shop
实训项目1在中国书画部
Practice 2At the Chinese Tea Counter
实训项目2在中国茶品部
Chapter FourteenOther Services
实训模块十四其 他 服 务
Unit 33Lost and Found Service
技能实训33失物招领服务
Practice 1Reporting the Lost Property
实训项目1报失
Practice 2Claiming the Property
实训项目2失物认领
Practice 3Mailing the Property
实训项目3失物邮递
Unit 34Ｓafekeeping Service
技能实训34寄存服务
Practice 1Depositing the Luggage
实训项目1寄存行李
Practice 2Depositing the Valuables
实训项目2寄存贵重物品
Unit 35Introducing Tourism Information
技能实训35介绍旅游信息
Practice 1Recommending Tourism Spots
实训项目1推荐景点
Practice 2Showing the Way
实训项目2指路
Unit 36The Babysitting Service
技能实训36托婴服务
PracticeBabysitting Service
实训项目托婴服务
Case and Improvement：A Lost Purse
案例与提高：丢失的皮夹
Hotel Managers Comments
酒店经理点评
Appendix 1World Famous Hotel Groups
附录1国际著名的酒店集团
Appendix 2The Chinese and English of the Indicating Fascias in the Hotel
附录2酒店指示标识的中英文
参考文献
內容試閱：
中国酒店业的快速发展有目共睹。到2020年中国将成为世界第一旅游大国，这就意味着中国酒店业将持续快速发展。现在在校的酒店管理专业学生毕业后将处于职业环境的黄金时段酒店业的快速发展，将为具有较高的酒店英语服务技能和管理技能的酒店人才提供前所未有的发展机遇。高等职业院校酒店管理专业教育培养的是具有一定的职业竞争力的酒店专业人才，要让他们在未来的酒店职业生涯中有能力去发挥，有才华去施展。提高这些学生的酒店英语实用技能，增强他们的职业竞争力，培养受星级酒店欢迎的实用性高技能特色人才，不仅是酒店业快速发展对高水准服务人才和管理人才的迫切要求，更是酒店管理专业课程建设和教学改革的方向和重要任务。《酒店英语服务实训》是一本根据酒店，特别是五星级酒店对酒店人才的需求特点而编写的实训教材。本书以学习者的酒店英语职业技能发展为中心编写，将英语语言习得与岗位服务功能相结合，将相同岗位不同的英语服务技能构成若干实训项目，以不同的岗位服务功能构成若干酒店英语服务实训模块，通过这些模块的综合实践，提高酒店英语实用职业技能，包括用英语与客人有效沟通的能力、酒店英语礼仪服务得体的应用能力、酒店英语服务的实操能力、用英语销售酒店产品的能力、用英语进行销售策划的能力、用英语处理投诉的能力、用英语解决突发事件的应变能力、用英语进行个性化服务的能力、用英语解决问题的能力、用英语进行创新服务和创新工作的能力。《酒店英语服务实训（第3版）》和《现代酒店服务英语（第3版）》为配套教材。本实训教材在编写模式上进行了精心设计，具有一定的创新性。1 以岗位服务为模块，以具体服务为技能，提高学生酒店岗位英语实用服务技能。2 把服务案例编排在技能实训中，在酒店模拟实训室和酒店岗位上完成这些实训任务，提高学生酒店英语服务的综合技能。本书也可用作酒店岗位工作中的自我提高教材。3 设计了Case and Improvement案例与提高栏目。精心选择和编写案例，根据案例设计题目让学生训练和讨论，培养学生创新工作的能力。4 设计了Hotel Managers Comments酒店经理点评栏目。在学生进行了上述的Case and Improvement的训练和讨论之后，酒店经理人的评讲不仅具有说服力，而且对未来的酒店人将产生深远的职业影响。本书由胡扬政主编,美籍专家Glenn LHyatt主审，苑丽娟、王莉莉、刘玥、胡冰冰、胡霞、周欣奕为副主编。胡扬政、王莉莉编写和修订了前台服务（一）、礼宾服务、客房服务（一、二）、餐饮服务共5个模块；刘玥编写了酒吧服务、其他服务两个模块，修订了4个模块；苑丽娟编写了总机服务、购物服务两个模块；胡冰冰编写了会展服务、前台服务（二）两个模块；胡霞、周欣奕编写了商务中心服务（一、二）和康乐服务三个模块；苏玉刚、刘莉、宋娜修订了两个模块。Glenn LHyatt对全书进行了审校。本书的全部实训项目均配二维码，全书对话刻录成光盘，帮助学习者提高英语听说能力，也可供课堂教学使用。英文配音：Glenn LHyatt、Mariah JXu。由于时间仓促，编者水平有限，不足之处在所难免，恳请使用者多提宝贵意见，以便再版时补充更正。编者2017年1月
Unit 3Extending the Stay and Changing the Room技能实训3延宿和换房服务
Service Procedure服务流程
Extending the Stay
延宿
◆ Greet the guest.
问候客人。
◆ Get the information from the guest：
从客人那里获得下列信息：
The room number.
客人现在所住的房号。
The type and number of rooms.
客人延宿所要的房型和房间数。
The time of extending stay.
客人延宿的时间。
◆ Search for the room available needed in the computer.
在计算机上查找所需要的空房。
◆ Confirm the extending stay.
确认。
◆ Ask the guest how to make the payment.
询问客人怎样付款。
◆ Form the record of extending the stay.
建立延宿记录。
◆ Extend your best wishes.
祝愿客人。
Changing the Room
换房
◆ Greet the guest.
问候客人。
◆ Ask the guest for his room number.
询问客人现在所住的房间号。
◆ Search for the room available needed in the computer.
在计算机上查找所需要的空房。
◆ Form the record of changing the room.
建立换房记录。
◆ Ask the guest to fill in the room changing form.
要求客人填写换房表。
◆ Tell the guest the time of changing room.
告知客人换房的时间。
◆ Extend best wishes.
祝愿客人。
Skill Points技能要点
◆ When you handle the extending stay，pay more attention to the following
办理延宿手续要注意下面两点。
If the guest can not continue to stay in the room that he is staying at now，introduce the new room and the room rate to the guest and the time of changing the room as well.
如果客人不能继续住在他现在住的房间里，要向客人介绍新的房间、房价及换房的时间。
If the guest pays in cash，politely ask him to hand in some deposit againIf he pays by credit card，politely ask him to give you the card to imprint again.
如果客人用现金付款，礼貌地请他再交一些押金。如果是用信用卡，礼貌地请他把卡给你再授权一次。
◆ When you handle changing the room，if the rate of the new room is different，you should explain it to the guest clearly.
办理换房手续时，如果新房间的房价不一样，要跟客人讲清楚。
Practice 1Extending the Stay
实训项目1延宿
Task of Service Practice实训任务
◆ Miss Ramirez，secretary of Business Representative Group，is approaching to the Front Desk for extending the stay.
商务代表团的秘书 Ramirez小姐到前台办理延宿手续。
◆ The receptionist Pan Cheng tells Miss Ramirez that the rooms at which they are staying now have been booked by a tour groupThe guests will arrive at the hotel at 3：00 pm.
服务员潘成告诉Ramirez小姐，他们现在住的房间已被一个旅游团预订了，客人们下午3点到达酒店。
◆ Pan Cheng recommends a few rooms with sea view on the sixth floorPan also tells Miss Ramirez that the rate of these rooms is a little higher.
潘成介绍了6楼的几个海景房。潘还告诉Ramirez小姐海景房的房价稍高一点。
◆ Miss Ramirez wants to change the rooms at 10 am.
Ramirez小姐想在上午10点换房。
◆ Pan Cheng tells Miss Ramirez the guests staying at these rooms will check out at 10 a.m.He thinks they can move into the rooms at 10：40 a.m.
潘成告诉Ramirez小姐，住在这几个房间的客人上午10点退房，他认为10：40他们可以换到新房间。
Service Practice服务实训
Now，lets begin the practice according to Task of Service Practice.
请按照上述实训任务开始实训。
Model of Service Practice实训对照
Pan： Pan Cheng，a receptionist.
Ramirez： Miss Ramirez，secretary of Business Representative Group.
03 1 Extending the Staymp3Pan： Good morningWhat can I do for you?
早上好，有什么可以为您效劳的吗？
Ramirez： Good morningYou can help me a lotIm secretary of the Business Representative GroupId like to extend our stay for two days to take part in some business activities.
有，您可以帮我的忙。我是商务代表团的秘书，我们团要延宿两天，因为有一些商务活动要参加。
Pan： Certainly，Miss RamirezWait a minute，pleaseI have to check it in the computerThe eight rooms that youre staying in have been registered by a tour groupThe guests will arrive at 3 oclock this afternoonWould you mind transferring to rooms on the sixth floor? They are all rooms with a sea view.
当然可以。请等一下，我在计算机上查一查。你们现在住的这8间房已被一个旅行团预订了。客人们下午3点到达。你们能否换到6楼的房间？它们都是海景房。
Ramirez： OKIll take them.
行，就要这些房间。
Pan： By the way，the rate is a little higher.
顺便说一下，房价稍微高一些。
Ramirez： It doesnt matterCan we change rooms at 10 am？
没问题。上午10点能换房吗？
Pan： The guests in these rooms will check out at 10 oclock I think you can move into the rooms at 10：40Ill notify you，and Ill send a few bellboys over to help you with your luggage.
这几个房间的客人上午10点退房。我想上午10：40你们便可以换房，我会通知你们的，还会派几个服务员帮你们拿行李。
Ramirez： Its very kind of you.
太感谢了。
Pan： Youre welcome.
没什么。
Practice 2Changing Rooms
实训项目2换房
Task of Service Practice实训任务
◆ Miss Mary Smith and her mother are staying in Room 2857，which is a family suiteMiss Smith wants to change into the room facing southThe reasons are they like to stay in the south roomAnd Miss Smith has found the south rooms facing the park，in which all kinds of flowers are in full bloomTheyll stay here for six days，and she wishes her mother a better stay here.
Mary Smith小姐和她的母亲住在2857房间，这是一个家庭套房。Smith小姐想把现在住的房间换成朝南的房间。换房的原因是他们本来就喜欢住朝南的房间，Smith小姐又发现朝南的房间面向花园，园内的花都开了，他们要在这儿住6天，她希望她母亲在这儿住得更好一些。
◆ A family suite facing the park has just been checked outThe room rate is the same as the one they are staying in now.
正好有一个朝公园的家庭套房被退宿。房价也正好一样。
◆ Li Yong handles changing the suite for Miss Mary SmithThe room number is 2627Miss Smith can move into the new suite in half an hourA bellboy will be sent to her room with the key card of their new suite，and he will help them with the luggage to the new suiteMiss Smith is asked to come to the Front Desk for filling out a room changing form now.
李勇为Mary Smith小姐办理了换房，房号是2627，Smith小姐半小时后就可搬到新套房。行李员把新套房的钥匙送到房间，并帮她们把行李送到新套房。Smith小姐现在需要到前台来填写换房登记表。
Service Practice服务实训
Now，lets begin the practice according to Task of Service Practice.
请按照上述实训任务开始实训。
Model of Service Practice实训对照
Li： Li Yong，a receptionist.
Smith： Mary Smith，a guest.
Li： Good morningFront DeskMay I help you?
早上好，前台。需要我为您服务吗？
03 2 ChangingRoomsmp3
Smith： Yes,please.Id like to change our room.
需要，我想换房。
Li： Is there a problem?
请问什么原因您想换房？
Smith： Wed like to stay in a south roomIve noticed the south rooms face the park，where all kinds of flowers are in full bloomWere here for six days，and Id like my mother to enjoy her stay more.
我们喜欢住朝南的房间。我发现朝南的房间面向花园，园内的花都开了。我们还要在这儿住6天，我希望我母亲在这儿住得更好一些。
Li： I seeMay I know your name and room number?
我知道了。您能告诉我您的姓名和房号吗？
Smith： Mary Smith in Room 2857.
Mary Smith，2857房间。
Li： Miss Smith，youre staying in a family suite，arent you?
Smith小姐，你们现在住的是家庭套房，是吗？
Smith： Yes
是。
Li： Please wait a moment，Miss SmithIll have to check in the computerA family suite facing the park has just been checked outThe room rate is the same.
请稍等，Smith小姐。我要查一下计算机。正好有一个朝花园的家庭套房退出来。房价也正好一样。
Smith： Fantastic!
太好了！
Li： The room number is 2627You can move into your new suite in half an hourIll send a bellboy with the key card，and hell help you with your luggageWould you please come to the Front Desk to fill out a room change form now?
房号是2627。半小时后您就可以搬到您的新套房。我会派行李员给您送新套房的钥匙，并帮您拿行李。现在您可以到前台来填写换房登记表吗?
Smith： OKOne minute later at the Front Desk Im Mary Smith.
好的。一分钟以后在前台我是Mary Smith。
Li： Heres the room change form，Miss Smith.
这是换房登记表，Smith小姐。
Smith： Here you areThank you.
给您登记表。谢谢。
Li： My pleasureHope you enjoy yourselves here.
为你们服务我很荣幸。祝你们住得愉快！
Hotel Knowledge新酒店人须知1 The kinds of the guests in hotels：酒店客人种类：GITS group inclusive travelers团队客人FITS foreign individual travelers外国散客SITS special interest travelers特殊兴趣的客人corporate business travelers公司商务客人walkin没有预订直接入住的客人
2 Some useful expressions for rooms：客房种类：standard room标准间single room单人间double room双人间triple room三人间junior suite普通套间business suite商务套间deluxe suite豪华套间presidential suite总统套间特套间
Practice Revision 实训回望
◆ Please speak out simply the important elements of the room reservation
◆ Why need we confirm after we get all of the information about the room reservation?
◆ If the guest is a foreigner, what information need we make sure and record?
◆ What should we pay more attention to when we change the reservation for the guests?
03 C&I Thirteenth or Thirtiethmp3
〖1〗Case and Improvement： Thirteenth or Thirtieth案例与提高：13号还是30号
It was the first day that Wang Yuan practised working at the Front Desk in the Asian Grand HotelShe received a call for a room reservation from MexicoThe following was the conversation between the Mexican guest and Wang Yuan.王媛第一天在亚洲大酒店的前台实训，接到一个来自墨西哥的订房电话。下面是王媛和那个客人的对话。Wang： Good morning，Asian Grand Hotel，Room ReservationsWhat can I do for you，sir?
上午好，亚洲大酒店客房预订部。我能帮助您吗，先生?Guest： Good morningIm in MexicoId like to book a double room.
上午好。我在墨西哥。我想订一个双人间。Wang： OKFor when?
好。订在何时？Guest：Ｔhe 13th of this month.
本月13号。Wang Yuan didnt hear it very clearlyShe wanted to ask the guest，but she didnt for some reasonShe thought maybe it was the 30th.王媛没有听得很清楚，她想问问那个客人，但不知为什么她没有那么做，她以为是30号。Wang： Just a moment，pleaseLet me check the reservation listYes，sir，we have a double room availableMay I have your name and your telephone number?请等一会儿，让我看一看预订单。先生，有一个双人间。您能留下您的姓名和电话号码吗？Guest： SureMy name is Hibbard.可以，我叫Hibbard。Wang： Thank youAnything else？谢谢，还要别的事吗？Guest： NoThanks for your help.没有。谢谢您的帮助。Wang： Its my pleasureWe look forward to your arrival.很高兴为您服务。我们期盼您的光临！On the 13th，Wang Yuan was just on dutyAt 9 oclock，MrHibbard came to the Asian Grand Hotel with his wife to check inBut there was no room availableIt was Wang Yuan who received the Mexican coupleShe realized she had made a mistake and brought trouble to the guestsShe said sorry to them first and asked them to wait a moment.She got in touch with a few fivestar hotels and in the end she booked a double room in a hotel for themWang Yuan also called a taxi for the couple and said to them,I do apologize again for my making trouble for youI hope Ill have another opportunity to serve you.13号这一天王媛正好当班。9点钟，Hibbard和他的妻子来到亚洲大酒店办理入住登记。这时已没有房间了。而接待这对夫妇的正好是王媛。她意识到她犯了错误并给这对夫妇带来了麻烦。她先是道歉，并请求他们等一会儿。她和几家五星级酒店联系，终于在一家酒店为他们订到了一个双人间。王媛还为这对夫妻叫来出租车，对他们说：我为给你们带来的麻烦再次道歉。我希望能另有机会为你们服务!
Case Topic案例话题
My opinion about Wang Yuans service in the case.我对案例中王媛提供的服务的观点。
Hotel Managers Comments酒店经理点评
1 首先，王媛在服务中得体地使用了礼貌用语。每当我们完成一个服务时，都会对客人说再见，但不同的服务所包含的再见的含义是不一样的，在客人预订后我们说：We look forward to your arrival我们期盼您的光临。为客人办理完入住登记后我们说：Hope youll have a pleasant stay with us希望您入住愉快。无论是主观原因还是客观原因而不能满足客人住店要求时我们说：I hope Ill have another opportunity to serve you我希望能另有机会为你们效劳。它所包含的意思是： 尽管您此次不能住店，但还是希望您下次能当回头客住店。2 王媛在服务中说了OK。在酒店用英语进行服务时，应尽量避免使用过于随意的语言，因为它给人以不庄重的感觉。例如，不要说OKYeah，而要说CertainlyVery well等。如果要表示不同意对方的观点，或者要拒绝对方，不要直接说No，而用Im afraid that。3 王媛对突发事故处理得很好。4 在客房预订中一定要confirm确认。通过确认，一方面可以准确地得到信息；另一方面可以避免事件的发生。住店的客人来自世界各国，他们讲着带有各国口音的英语，本来就难懂，再加上是在电话中，错误理解在所难免如果王媛做了确认，就可以避免上述错误。还有数字，如电话号码等，也是很难听懂的，这就要求我们一是提高听的能力；二是不断积累听的经验，想办法，如电话号码三位数一记。总之，提高英语听的能力有助于我们提高服务能力。5 客房预订部Room Reservation Desk的工作人员必须具备较好的中英文口头和书面的沟通能力。由于经常需要通过电话和海内外的客人交谈，所以较好的中英文特别是较高的英语服务技能、悦耳的嗓音和礼貌和蔼的态度对工作很有利。作为客房预订部的工作人员，要对客人做到有问必答，对客房的类型及酒店的设施了如指掌。
Answers to Practice Revision 部分参考答案
◆ Please speak out simply the important elements of the room reservation.
The important elements of the room reservation are：Guest name and his telephone number.
Group name, its code, and the contact telephone number.
Contact name or company name and the contact telephone number.Dates of arrival and departure.Numbers of guests, nights and rooms.Room type and room rate.Any special requirements of the guests.Confirmation.
◆ If the guest is a foreigner, what information need we make sure and record?
The information about his passport number, place of issue and date of issue need to be made sure and recorded.
◆ What should we pay more attention to when we change the reservation for the guests?
We should pay more attention to the following：The name of the guest or company and the telephone numberChangeable information such as arrival date, room type and room numberRevising the reservation according to the demand of the guest in the computer and sending out the revised information
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