1. 餐飲旅館英語 English for Hospitality and Hotel industry Unit 2 Checking Guests In Dr. Leo T. A. Lin Feb. 19, 2013

2. Unit 2 Checking Guests In

3. 1. Arriving at the hotel (The shuttle dropped Sam Monroe off in front of the hotel. Mr. Monroe tipped the driver.) (The shuttle dropped Sam Monroe off in front of the hotel. Mr. Monroe tipped the driver.) -- Thank you, sir! -- Thank you, sir! (Don, the bellhop, took Mr. Monroe ’ s bags.) (Don, the bellhop, took Mr. Monroe ’ s bags.) -- Can I carry your bags, sir? -- Can I carry your bags, sir? ※ bellhop = bellboy 服務生 服務生

4. 1. Arriving at the hotel (Sam followed Don through the revolving door and into the lobby. Don led Sam to the front desk. He rang the bell for service and Sam gave him a tip.) (Sam followed Don through the revolving door and into the lobby. Don led Sam to the front desk. He rang the bell for service and Sam gave him a tip.) -- This is for you. -- This is for you.

5. 2. Welcoming a guest 1: With a reservation (Alberto came out from the staff room and greeted the (Alberto came out from the staff room and greeted the guest.) guest.) -- Welcome to the Pine Ridge Hotel! -- Welcome to the Pine Ridge Hotel! (Sam Monroe asked to check in.) (Sam Monroe asked to check in.) -- I ’ d like to check in, please. I have a -- I ’ d like to check in, please. I have a reservation. reservation. (Sam identified himself.) (Sam identified himself.) __ My name ’ s Monroe. Sam Monroe. __ My name ’ s Monroe. Sam Monroe.

6. 2. Welcoming a guest 1: With a reservation (Alberto logged in to his computer with his user name (Alberto logged in to his computer with his user name and password.) and password.) -- Could I have your confirmation number, Mr. -- Could I have your confirmation number, Mr. Monroe? Monroe? (He entered Sam ’ s confirmation number. He checked (He entered Sam ’ s confirmation number. He checked that the information in the system was correct.) that the information in the system was correct.) -- I have you down for 3 nights. Is that right? -- I have you down for 3 nights. Is that right? -- Yes. -- Yes.

7. 2. Welcoming a guest 1: With a reservation (He confirmed that Mr. Monroe had a non-smoking (He confirmed that Mr. Monroe had a non-smoking room.) room.) -- And that ’ s a non-smoking room. -- And that ’ s a non-smoking room.

8. 3. Welcoming a guest 2: Without a reservation (Sandra Randall waited in line at the front desk.) (Sandra Randall waited in line at the front desk.) -- Enjoy your stay. -- Enjoy your stay. (Pat apologized for the delay.) (Pat apologized for the delay.) -- Sorry to keep you waiting, ma ’ am! -- Sorry to keep you waiting, ma ’ am! (Sandra asked about a room for the night.) (Sandra asked about a room for the night.) -- Do you have any vacancies for tonight? -- Do you have any vacancies for tonight? (Pat searched the hotel ’ s room log( 登記表冊 ) for an (Pat searched the hotel ’ s room log( 登記表冊 ) for an available room.) available room.)

9. 3. Welcoming a guest 2: Without a reservation (Pat suggested two (Pat suggested two possibilities.) possibilities.) -- A smoking king -- A smoking king room, or a non- room, or a non- smoking double? smoking double? (Sandra chose the king room.) (Sandra chose the king room.) -- I’ll take the king. -- I’ll take the king. (Pat created a new (Pat created a new record for Sandra on record for Sandra on the computer.—New the computer.—New Guest.) Guest.)

10. 4. Securing the stay with a credit card (Rob asked Sam to confirm the last four digits of the (Rob asked Sam to confirm the last four digits of the credit card in his record.) credit card in his record.) -- Last four digits: 7144? -- Last four digits: 7144? -- That ’ s correct. -- That ’ s correct. (Sandra asked whether the hotel accepted American (Sandra asked whether the hotel accepted American Express. Rob swiped Sam ’ s credit card through the Express. Rob swiped Sam ’ s credit card through the card reader. Pat took an imprint( 版本記錄 ) of Sandra ’ s card reader. Pat took an imprint( 版本記錄 ) of Sandra ’ s credit card as security.) credit card as security.)

11. 4. Securing the stay with a credit card (Both clerks explained to their guests that their credit (Both clerks explained to their guests that their credit cards would be charged when they checked out.) cards would be charged when they checked out.) -- Do I need to sign? -- Do I need to sign? -- That won ’ t be necessary, sir. -- That won ’ t be necessary, sir. -- Your card will be charged at checkout. -- Your card will be charged at checkout.

12. 5. Filling out a registration form (Alberto printed out Mr. Monroe ’ s details on a (Alberto printed out Mr. Monroe ’ s details on a registration form. The software automatically filled in registration form. The software automatically filled in some of the fields.) some of the fields.) -- You fill out a document with many blank -- You fill out a document with many blank spaces. spaces. -- You fill in an individual blank. -- You fill in an individual blank.

13. 5. Filling out a registration form (Sam corrected an error on the form. Sam did not have a car, so he wrote “ N/A ” in the blank for a license-plate number. Sam signed the form.) (Sam corrected an error on the form. Sam did not have a car, so he wrote “ N/A ” in the blank for a license-plate number. Sam signed the form.) -- N/A = not applicable -- N/A = not applicable

14. 6. Escorting a guest to a room. (Don put Sandra ’ s luggage on a trolley( 手 推車 ) and wheeled it toward the elevators. They boarded the elevator and Don pressed “ 19 ” for her floor. They got off at the 19 th floor.) (Don put Sandra ’ s luggage on a trolley( 手 推車 ) and wheeled it toward the elevators. They boarded the elevator and Don pressed “ 19 ” for her floor. They got off at the 19 th floor.) -- In the United States, the ground -- In the United States, the ground floor is the 1st floor. In other floor is the 1st floor. In other countries, the 1st floor is the one countries, the 1st floor is the one above the ground floor. So, the 19 th above the ground floor. So, the 19 th floor in the American system might floor in the American system might be the 18th floor elsewhere. be the 18th floor elsewhere.

15. 6. Escorting a guest to a room. (Don led the way to her room and pointed out the exits.) (Don led the way to her room and pointed out the exits.) -- Exit stairways are at this end of the hall and -- Exit stairways are at this end of the hall and at the other end. at the other end.

16. 6. Escorting a guest to a room. (When they reached her room, Don pulled her key card (When they reached her room, Don pulled her key card from his pocket. He inserted it into the lock and opened from his pocket. He inserted it into the lock and opened the door.) the door.)

17. 7. Orienting a guest to a room (After opening the door, Don turned on the room lights. (After opening the door, Don turned on the room lights. He motioned for Sandra to enter.) He motioned for Sandra to enter.) -- After you, ma ’ am. -- After you, ma ’ am. -- Thanks. -- Thanks. (Don unloaded the bags from the trolley and placed (Don unloaded the bags from the trolley and placed them near the luggage stand. Then Don pulled the them near the luggage stand. Then Don pulled the drapes open.) drapes open.) ▓ Drapes are window coverings that reach almost to the floor. Another ▓ Drapes are window coverings that reach almost to the floor. Another word for cloth window coverings is curtains. These may be shorter than word for cloth window coverings is curtains. These may be shorter than drapes. drapes.

18. 7. Orienting a guest to a room (Then Don showed Sandra how to work the thermostat.) (Then Don showed Sandra how to work the thermostat.) -- This thermostat( 恆溫器 ) controls the room -- This thermostat( 恆溫器 ) controls the room temperature. To make the room cooler, temperature. To make the room cooler, press this “ down ” button. press this “ down ” button.

19. 7. Orienting a guest to a room (Sandra asked Don to turn up the air conditioning.) (Sandra asked Don to turn up the air conditioning.) -- Actually, the room is a bit warm. Can you -- Actually, the room is a bit warm. Can you give it more air conditioning? give it more air conditioning? -- Sure. -- Sure.

20. 7. Orienting a guest to a room (Then he showed Sandra the minibar.) (Then he showed Sandra the minibar.) -- And here is the minibar( 小冰箱 ). Drinks and -- And here is the minibar( 小冰箱 ). Drinks and some snacks are available for purchase. The some snacks are available for purchase. The price list is on this card. price list is on this card.

21. 7. Orienting a guest to a room (He pointed out the coffeemaker.) (He pointed out the coffeemaker.) -- And here ’ s the self-serve coffeemaker. It ’ s -- And here ’ s the self-serve coffeemaker. It ’ s complimentary( 免費贈送的 ), of course. complimentary( 免費贈送的 ), of course. (Then he opened the closet door and mentioned that (Then he opened the closet door and mentioned that extra blankets and pillows were stored there.) extra blankets and pillows were stored there.) -- You ’ ll find extra pillows and blankets here if -- You ’ ll find extra pillows and blankets here if you need them. you need them.

22. 7. Orienting a guest to a room (He also gave a brief introduction to using the in-room (He also gave a brief introduction to using the in-room safe.) safe.) -- To use this safe, follow the instructions on -- To use this safe, follow the instructions on the door. Please secure your valuables here the door. Please secure your valuables here whenever you leave the room. whenever you leave the room.

23. 7. Orienting a guest to a room (Finally, he asked if Sandra had any questions.) (Finally, he asked if Sandra had any questions.) -- Those are the basics. Can I answer any -- Those are the basics. Can I answer any questions for you? questions for you? -- No. Not now. I think I have it. -- No. Not now. I think I have it.

24. 7. Orienting a guest to a room (He encouraged her to call the front desk any time if she (He encouraged her to call the front desk any time if she had questions.) had questions.) -- Well, if you have any questions at all later on, -- Well, if you have any questions at all later on, please don ’ t hesitate to call the front desk. please don ’ t hesitate to call the front desk. (She thanked him and gave him a tip.) (She thanked him and gave him a tip.) -- Thanks. -- Thanks. -- Thank you, ma ’ am. -- Thank you, ma ’ am.

25. 8. Showing the guest how to get hotel information (Sandra asked Don if there was a directory of hotel (Sandra asked Don if there was a directory of hotel services.) services.) -- How can I find out when things like the -- How can I find out when things like the fitness center are open? fitness center are open? (Don mentioned the hotel information channel on the (Don mentioned the hotel information channel on the TV.) TV.) -- Channel 2 on your TV gives some -- Channel 2 on your TV gives some information. information.

26. 8. Showing the guest how to get hotel information (He also showed Sandra the hotel-information folder.) (He also showed Sandra the hotel-information folder.) -- But a more thorough list is in this folder. -- But a more thorough list is in this folder. (He opened the folder and pointed to the alphabetical (He opened the folder and pointed to the alphabetical list of services. Sandra looked up “ fitness center ” and list of services. Sandra looked up “ fitness center ” and found its hours.) found its hours.) -- Fitness Center – daily 6 a.m. to 10 p.m. -- Fitness Center – daily 6 a.m. to 10 p.m. Guest card required for entry. Guest card required for entry.

27. 8. Showing the guest how to get hotel information (Don told her about the community directory at the back (Don told her about the community directory at the back of the folder and pointed out that the folder also of the folder and pointed out that the folder also contained complimentary stationery( 文具 ).) contained complimentary stationery( 文具 ).) -- And at the end you can see a list of banks, -- And at the end you can see a list of banks, pizza place, churches, that sort of thing. pizza place, churches, that sort of thing. There are also some writing materials here. There are also some writing materials here.

28. 8. Showing the guest how to get hotel information (He said that the concierge( 看門人 ) could provide any (He said that the concierge( 看門人 ) could provide any other information about services or community other information about services or community resources.) resources.) -- If you have any questions during your stay, -- If you have any questions during your stay, the concierge would be happy to answer the concierge would be happy to answer them. them.

29. 9. Dealing with a dissatisfied guest (Mr. Smith called the front desk to complain about his (Mr. Smith called the front desk to complain about his room.) room.) -- Front desk. -- Front desk. -- I ’ ve got a serious problem with my room. -- I ’ ve got a serious problem with my room. (Mr. Smith ’ s family were dissatisfied because their room (Mr. Smith ’ s family were dissatisfied because their room smelled like cigarette smoke.) smelled like cigarette smoke.) -- I reserved a non-smoking room, but this one -- I reserved a non-smoking room, but this one reeks of( 有臭味 ) smoke. reeks of( 有臭味 ) smoke. (The smell bothered their children, who were asthmatic. ) (The smell bothered their children, who were asthmatic. )

30. 9. Dealing with a dissatisfied guest (Alberto ’ s computer showed no available non-smoking (Alberto ’ s computer showed no available non-smoking rooms. He consulted the duty manager, Maria.) rooms. He consulted the duty manager, Maria.) -- Can you hold a moment, Mr. Smith? -- Can you hold a moment, Mr. Smith? (Maria agreed to intervene( 調停 ).) (Maria agreed to intervene( 調停 ).) -- I ’ ll take care of it. -- I ’ ll take care of it.

31. 9. Dealing with a dissatisfied guest (Alberto transferred the call to Maria ’ s office.) (Alberto transferred the call to Maria ’ s office.) -- This is the duty manager. -- This is the duty manager. -- Yes. We need a different room. -- Yes. We need a different room. (Maria found a non-smoking deluxe suite. She offered (Maria found a non-smoking deluxe suite. She offered the Smiths a free upgrade.) the Smiths a free upgrade.)

32. 9. Dealing with a dissatisfied guest (Maria showed Mr. Smith the new room and apologized.) (Maria showed Mr. Smith the new room and apologized.) -- I ’ m sorry for the inconvenience, Mr. Smith. -- I ’ m sorry for the inconvenience, Mr. Smith.

33. 10. Checking in a large tour group (A tour bus pulled up( 停車 ) outside the hotel. The tour (A tour bus pulled up( 停車 ) outside the hotel. The tour guide got off the bus first and went into the hotel.) guide got off the bus first and went into the hotel.) -- Wait here, please. -- Wait here, please. (The tour guide checked in on behalf of the entire (The tour guide checked in on behalf of the entire group.) group.) -- I ’ d like to check in my group. -- I ’ d like to check in my group.

34. 10. Checking in a large tour group (She and Alberto compared the group roster( 名單 ) with (She and Alberto compared the group roster( 名單 ) with the hotel ’ s reservation list. Alberto gave the tour guide the hotel ’ s reservation list. Alberto gave the tour guide all the keys.) all the keys.) -- Here are your group ’ s keys. -- Here are your group ’ s keys. (A bellhop unloaded the bags from the cargo hold and (A bellhop unloaded the bags from the cargo hold and loaded them onto luggage trolleys. The tour guide loaded them onto luggage trolleys. The tour guide distributed the key cards.) distributed the key cards.) -- Mary Stone? -- Mary Stone?