1. HBVCFL Situational English for Hotel Task 2 Check-in Service

2. Contents Receiving Guest Service 22 Warm-up Activities 33 11 Dialogues 44 55 Functional Sentences Teaching Objectives 2/48 66 Action Learning Exercises

3. 3/48 目录

4. 123456 4/48 目录 Teaching Objectives How to receive guests at the front office

5. 5/48 目录 Receiving Guests at the Front Office

6. 6/48 目录 Learn New Words and Expressions front office 总台，前台 receptionist n. 接待员 named a. 指定的 according to 根据 fill out 填写 sign v. 签 ( 名 ) passport n. 护照 enjoy v. 喜欢 stay n. 停留 walk-in 无预定的客人 extra a. 另外 discount n. 折扣 per prep. 每 in that case 那么 front office 总台，前台 receptionist n. 接待员 named a. 指定的 according to 根据 fill out 填写 sign v. 签 ( 名 ) passport n. 护照 enjoy v. 喜欢 stay n. 停留 walk-in 无预定的客人 extra a. 另外 discount n. 折扣 per prep. 每 in that case 那么 several a. 几个 handle v. 处理 frequent guest 常住客 present v. 呈上 tour group 旅游团 tour leader 领队 CITS 中国国际旅行社 association n. 协会 name-list n. 名单 visa n. 签证 group visa 团队签证 morning-call n. 早上叫醒服务 voucher n. 凭证 several a. 几个 handle v. 处理 frequent guest 常住客 present v. 呈上 tour group 旅游团 tour leader 领队 CITS 中国国际旅行社 association n. 协会 name-list n. 名单 visa n. 签证 group visa 团队签证 morning-call n. 早上叫醒服务 voucher n. 凭证

7. 7/48 目录 Key words: 1. front office In hotels, front office refers to the Front Desk department of the hotel. The core operations department for a hotel establishment.hotelsFront Desk

8. 8/48 目录 Key words: 2. A passport is a document, issued by a national government, which certifies, for the purpose of international travel, the identity and nationality of its holder. The elements of identity are name, date of birth, sex, and place of birth. Most often, nationality and citizenship are congruent.

9. 9/48 目录 Key words: 3.Visa (document), a document whereby a government agency gives a citizen of another country permission to enter or leave the countryVisa (document)

10. 10/48 目录 Key words: 4. The three main Chinese Travel Services: (1) CITS: China International Travel Service (2) CYTS: China Youth Travel Service (3) CTS: China Travel Service

11. 11/48 目录 Visa Application:

12. 12/48 目录 Listen to a dialogue about checking in room guests. Then fill in the key card. Welcome to Evergreen Hotel Guest name:_____________________________ Arrival date: __________________ Departure date:__________________ Room number: ________________ Room rate:_____________________ Check-out time is 1 IMPORTANT You may be required to show this car each time when you sign charges to your room account. Mr. and Mrs. John Stone January 17January 18 1106RMB 875 per night Warm-up Activities

13. 13/48 目录 Tape Script of Listen-In Staff: Good afternoon. How may I help you? Guest: I am John Stone. My wife and I made a reservation through the China International Travel Service the day before yesterday, that is, January 15. Staff: Just a moment, please, Mr. Stone…Yes, was it a double room for two? Guest: That is right. Staff: Please fill in this registration form. Guest: Ok. Let me take care of it. Staff: Thank you. May I see your passport? Guest: Sure, How much is the room, please? Staff: Your room is RMB 875 per night. What time would you like to check out tomorrow? Guest: Yes, I can be out of my room at about 9:00 a.m. Staff: How do you wish to settle your account? Guest: By Visa. Staff: May I have your card for an imprint, please? Guest: Yes, here you are. Staff: Thank you,. Here is your card, Mr. and Mrs. Stone, and here are your key to Room 1106 and your key card. We hope you will enjoy your stay with us. Guest: Thank you very much.

14. 14/48 目录 D-1. Receiving a Guest with a Reservation D-2. Receiving a Walk-in Guest D-3. Receiving a Frequent Guest D-4. Group Check-in Service Situational Dialogues:

15. 15/48 目录 Dialogues Dialogue 1. Receiving a Guest with a Reservation Context: He Yan, a reception, is receiving a guest with a reservation named Tom Smith. Pre-listening questions: 1) What kind of room has the guest booked? ---- 2) What does the receptionist ask the guest to fill out? ---- A single, non-smoking room. The registration form.

16. Staff: Good morning, sir. May I help you? Guest: Yes. I’d like to check in, please. Staff: Do you have a reservation? Guest: Yes my name is Smith, Tom Smith. I made a reservation ten days ago. Staff: Just a minute, please……Yes, you have reserved a single non-smoking room for five nights. The room rate is RMB 600 per night, including 15 % service charge. Is that right? Guest: Yes, that is right. Staff: Thank you. Now could you please fill out this registration form? Guest: Yes, I will take care of it. …Is that Ok? Staff: Yes. Please sign your name here. May I have a look at your passport? Guest: Here you are. Staff: Fine. Your room number is 707. Here is the key to the room. The bellboy will help you to carry your suitcase to your room. I hope you will enjoy your stay with us? Guest: Thank you very much. Staff : My pleasure.

17. 17/48 目录 Dialogue 2. Receiving a Walk-in Guest Context: He Yan, a receptionist, is receiving a walk-in guest, Mr. Brown. Pre-listening questions: 1). How much discount will the guest get? 2). How much will the guest pay per night? 10% discount. RMB 540.

18. Staff: Good evening. How may I help you? Guest: Yes. I want a room in your hotel. Staff: Have you made a reservation? Guest: I am afraid not. Staff: Then. What kind of room would you like, sir? Guest: A single room, please. Staff: Smoking or non-smoking room? Guest: Any extra charge for a smoking room? Staff: No, sir. Guest: In that case,I want a smoking room.How much do you charge for a single room per night? Staff: RMB 600. Guest: Is there any discount if I stay here several days? Staff: How long are you going to stay in our hotel? Guest: Seven days. Staff: Then you will have 10% discount. Guest: Thank you. I will take it. Staff: Could you please fill out this registration form? (The guest Fills out the registration form.) Guest: Is that all right? Staff: Yes. Here is your key.Your room number is 707. It is in the seventh floor and the bellboy will show you up in a minute. Have a nice evening. And enjoy your stay.

19. 19/48 目录 Dialogue 3. Receiving a Frequent Guest Context: Helen, a receptionist, is receiving a frequent guest who has come back to the hotel. Pre-listening questions: 1). Is it the man’s first time to stay in the hotel? 2). In which room will the man stay? No, it is not. The receptionist knows about him. Room 1205.

20. Staff: Good morning, Mr. Black. It is very nice to see you again. Guest: Me too. Staff: Did you have a nice trip? Guest: Yes, thank you. Staff: Do you want the same room you stayed in last time ? Guest: Yes, please, if possible. (Helen presents the registration to Mr. Black.) Staff: Please sign tour name here. And here is the key to the room 1205. Guest: That is great, thank you. Staff: My pleasure.

21. 21/48 目录 Dialogue 4. Group Check-in Service Context: A tour guide at the hotel, and the tour leader, Mr. Mills, comes to the Front Desk to check in. Pre-listening questions: 1). How long will the group stay? 2). Will the members of the group fill out the registration form individually? Three nights. No, they won’t.

22. Staff: Good morning. sir. How may I help you? Guest: Yes, please. We would like to check in. Staff: Do you have a reservation? Guest: Yes. The Guilin CITS has booked 20 rooms for us. Staff: Could you please tell me the name of your group? Guest: The U.S. Teachers Association Delegation? Staff: Just a moment please. (Helen checks the computer.) Yes.20 twin rooms for 3 nights. Guest: That is correct. Here is the name-list with the group visa? Staff: Thank you. Here are the keys to the rooms.Do you need morning–call services? Guest: Yes, please.8:00 a.m. for tomorrow morning and 9:00 a.m. for the rest of the days. Staff: And here are the vouchers for your breakfast. The breakfast will be served at the Imperial Hall on the second floor. Guest: Thank you. Staff: My pleasure.

23. 23/48 目录 What are the working procedures for check-in service? Greet the guest Find out whether a reservation has been made Hand out the key card Show the guest to the room Check the reservation list Ask the guest to fill in the reservation form

24. 24/48 目录 Functional Sentences 1. 询问客人是否有预订 Do you have a reservation? Have you ----------- Made a reservation? Reserved a room? Booked any rooms?

25. 25/48 目录 Functional Sentences 2. 请客人登记 Would you like to register? Will you please fill out this registration ? May I have a look at your passport? Would you mind filling out this registration form?

26. 26/48 目录 Functional Sentences 3. 解释有关住宿登记表内容 Please write out ------ Your nationality/permanent address/your passport No./visa No./the expire date of your passport/the expire date of your visa here. I need ------ Your passport number /visa number/signature here Please sign your name here

27. 27/48 目录 Functional Sentences 4. 熟人见面（寒暄语） Good afternoon,Mr. Smith. Nice to see you again,Mrs. Brown. How are you,Miss Wilson? How is your family ? Have not seen you for a long time.How are you getting along these days ? It is nice day,isn’t it?

28. 28/48 目录 Task Practice 任务操练 Challenges 问题挑战 Solutions 探索解决

29. 29/48 目录 Answer the following questions: a. How would you find out whether a customer has a reservation or not? ___________________________________________ b. What would you say to ask a customer to register? ___________________________________________ Have you made a reservation? / Do you have a reservation? Would you like to register? Will you please fill out this registration form? Would you mind filling in this form? Challenges and Solutions

30. 30/48 目录 c. How would you ask a customer to show his/her passport? ____________________________________________________ d. How much is 20% discount of RMB 600? ____________________________________________________ e. What would you say to a customer who frequently stays in your hotel? ____________________________________________________ May I have a look at your passport? / Please show me your passport. “20% discount” means knocking 20% off the bill, so it will be RMB 480. Good afternoon, Mr. White. Nice to see you again, Mr. White. / How are you, Mr. White?

31. 31/48 目录 In-class Exercise: Exercise 1: Match the expression on the left with the best meaning on the right. 1. _____ receptionist a. a reduction from the full or standard amount of a price or debt 2. _____ discount b. one who walks in without having an appointment 3. _____ walk-in c. to arrange for (tickets or lodgings, for example) in advance 4. _____ book d. an office worker employed chiefly to receive visitors 5. _____ fill out e. to complete (a form, for example) by providing required information d a b c e

32. 32/48 目录 Exercise 2: Complete the following with words or expressions from the dialogues. 1. The manager b _____ a magic show for the tour leader. 2. -----Does the guest have a reservation? ----- No, he is just a w _______. 3. He carefully f__________ the job application. 4. The hotel r___________ wants to know when we’ll be checking out tomorrow morning. 5. We can offer you a d________ of 30%. ooked alk-in illed out eceptionist iscount

33. 33/48 目录 In-class Exercise: Exercise 1: Listen to the short dialogues. Fill in the blanks. Then practise with your partner. Dialougue 1 Staff: Good afternoon. _____________________? Guest: Good afternoon. I’d like to _____________. Staff: Do you have a _____________? Guest: Yes, I have booked a room 10 days ago. ____________ Tom Carter. Can I help you? check in reservation My name is

34. 34/48 目录 Dialogue 2 Staff: Have you ________ a reservation? Guest: _____________ not. Staff: Then, what ______________would you like? Guest: ________________ a double room. made I’m afraid kind of room I’d like

35. 35/48 目录 Dialogue 3 Staff: Please fill out this _______________. Guest: There you go. Is it _______________? Staff: May I have ____________ your passport? Guest: Of course. Here you are. registration form all right a look at

36. 36/48 目录 Dialogue 4 Staff: We can offer you a ________ if you can stay in our hotel more than 7 days. Guest: ___________ discount can I get then? Staff: 10% discount. Guest: I’ll ___________. discount How much take it

37. 37/48 目录 Dialogue 5 Guest: Shall I ___________here? Staff: Yes. Please tell me your _____________. Guest: My _____________ is 715.Here is the key. Staff: _____________. check out room number Thank you

38. 38/48 目录 Dialogue 6 Guest: Good morning. Mr. White. It’s __________you again. Staff: ________________________ too. Guest: ______________you have a nice trip? Staff: Yes._____________. nice to see It’s nice to see you Did Thank you

39. 39/48 目录 Exercise 2: Listen and answer the following questions. Topic of dialogue:_________________________________ Date of group arrival: ______________________________ The tour leader wants :_______________________________ Payment of the couple settled? ______________________________________ Tips of Guest Registration Form Some changes about the tour schedule The group arrives on March 5 to reserve a room for a couple in the group They couple will pay for themselves

40. 40/48 目录 Read and Simulate Read and Simulate Hotel Reservation Card Guest’s name: David Smith Check in: 3/5/2002 Room type: single Room rate: US$169.00 per night Payment: Credit Card (Number: 537 496 823549) Travel agent: Susan Brown Agent’s fax number: 021-40508462 Hotel Reservation Card Guest’s name: David Smith Check in: 3/5/2002 Room type: single Room rate: US$169.00 per night Payment: Credit Card (Number: 537 496 823549) Travel agent: Susan Brown Agent’s fax number: 021-40508462 Sample 1

41. 41/48 目录 One more sample of registration card Name :Li Jian Permanent: 56 South Lake Avenue,Jiangzhou City,China Tel:075-6312591 Room type and number: one double room Check in :28/3/2003 Payment:Traveler’s check Room rate: $139 Travel agent: Ann Fisher Agent;s email address:af@hotmail.com

42. 42/48 目录 Exercise 3: Listen again and fill in the blanks.Then practise with your partner. Staff: Good afternoon. ___________ to our hotel! Guest: ______________. We’d like to check in. Staff: Would you please fill out this _______________ of your group? And are there any __________ to your schedule? Guest: Yes, I’m just going to talk about this with you. You know, there are ______ people in our group, so we have booked ____ rooms and we are going to stay here for ___________. We are leaving __________________. But a couple has something else unexpected to do here. They __________ leaving with us. I wonder if they can reserve the ___________. Staff: No problem. Since it’s not the peak season, we’ll have some vacant _________. Guest: Good. And all the ______________________________ will fall on themselves. Staff: As you know, the _________ for individuals is not the same for tour groups, so there may be some _________ in it. Guest: Yes, I understand. Then, __________________________ per night? Welcome Good afternoon registration form changes 20 10 two nightsthe day after tomorrow are not same room room expenses on the rest of the days room rate difference how much is a double room

43. 43/48 目录 Staff: RMB 600. Guest: Just a minute. I’ll talk with Mr. and Mrs. Croft. Yes, __________________. Staff: Mr. And Mrs. Croft, Room 605 ? Guest: Yes. Staff: Are there any other ____________, madam? Guest: No, no more. Staff: So you are staying here for two nights, today and tomorrow and you’ll _____________ the day after tomorrow at 9:00 a.m. March 7. Your luggage will be collected at 8:30 a.m. Will that be all right? Guest: Yes. Staff: Is there ________________ we can do for you, madam? Guest: No, not at the moment. __________________________. Staff: My pleasure. they’ll take it changes check out anything else Thank you very much

44. 44/48 目录 Exercise 4: Complete the dialogue orally with the Chinese prompts. Staff: _______________________________ ( 早上好，先生。有何吩咐？ ) Guest: Yes, please. ___________________________( 我要办理登记入住手续。 ) Staff: ________________________________( 请问您订过房间吗？ ) Guest: _____________________________( 是的，我十五天前订过一个单人间。 ) Staff: _____________________________( 请问您的姓名？ ) Guest: David Frith. Staff: Just a moment, please. Yes, you booked a single room for three nights. Guest: Right. Staff: __________________________________________ ( 请您填写登记表。 ) Guest: Sure. __________________________( 这样行吗？ ) Staff: __________________________________________( 请填上您的永久地址。 ) Guest: Sure. Staff: Thank you. Your room No. is 305. ___________________( 这是房间钥匙。） Guest: Thank you. Good morning, sir. How can I help you? I would like to check in. Do you have a reservation? Yes, I booked a single room 15 days ago. May I have your name, please? Would you please fill out the registration form? Is this all right? Please write down your permanent address here. Here is the key to room.

45. 45/48 目录 Role play : Checking in at a hotel ( A: Receptionist B: Guest ) After-class Homework

46. 46/48 目录 Role-Play Models Model One Staff: Good morning, sir. May I help you? Guest: Yes, I made a reservation by fax for a suite at your hotel a month ago and my name is David Haper. Staff: Just a moment, please. (The receptionist checks the arrival list.) Yes, you did reserve a suite here at our hotel. It’s from today till Saturday, May 15. Guest: Exactly. Staff: Well, could you please fill out this registration form? Here is a pen. Guest: Thank you. (filling out the form) Is it all right? Staff: Let me see. I’m afraid you need to write down your visa number and the expiring date of your visa. Guest: Oh, yes. Is it ok now? Staff: Yes, thank you. May I have a look at your passport? Guest: Here you are. Staff: Thank you. Here is your key card, Mr. Haper. Your room number is 1709.it’s on the 17th floor. The lift is just around the corner. The bellboy will take care of your luggage and show you up in a minute. Have a nice day. I hope you will enjoy your stay here.

47. 47/48 目录 Role Play Model 2 Staff: Good morning, Mr. Frost. It’s nice to see you again. How are you? Guest: I’m very well, thank you. And you? Staff: We are fine, too. Thank you. (presenting the registration form) Could you sign your name here? Guest: Yes, of course. By the way, can I take the same room I stayed last time? I enjoyed very much of the view from my room. Staff: Yes, we all know you like the room. It will always be vacant until you come back, if possible. Guest: Great. You are the most considerate receptionist I have ever met. Thank you. Staff: We are always at your service.

48. The End 48/48 目录