酒店前厅英文培训PPT.ppt

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1、Front Office Dept.,Members:向文莉、胡尚豆、陈敏、蒋敏、刘雨露、黄春敏、王冰涵,Chp7Dialog,Chp2The definition of the F.O.,Chp3The status of the F.O.,Chp5The structure of the F.O.,Chp6The function of each department,Chp4The main task of the F.O.,CONTENTS,Chp1The specialized words about F.O.,Chapter.1,The specialized words abou

2、t F.O.,TRANSITION PAGE,(F/O)Front Office 前台Training D.培训部,(F/B)Food and Beverage D.餐饮部(HSKP)Housekeeping 客房部Purchasing D.采购部Recreation D.康乐部(ENG)Engineering D.工程部(SEC)Security D.保安部Human Resources D.人力资源部Public Relations D.公关部Sales D.销售部,Department,sauna attendant 桑拿服务员swimming pool attendant游泳池服务员b

3、eautician 美容员barber/hair dresser 理发员masseur masseuse 按摩员presser 熨烫工washer 洗涤工delivery boy/mail 客衣收发员sales clerk 销售员financial controller 财务经理chief accountant 财务主管accounting clerk 总帐报表员payable/receivable clerk 往来结算员property control 财产核算员cost control 工资核算员purchasing manager 采购经理food storeroom superviso

4、r食品采保主管food buyer 食品采购员food receiver 食品验收员,The position name,voucher 证件price list 价目表check,cheque 支票sign(动)签字interest 利息form 表格reservation 预订reception desk 接待处tip 小费reservation desk 预订处luggage office 行李房per thousand 千分之 spare(形)多余的postpone(动)延期cancel(动)取消travelers cheque 旅行支票pay(动)付款fill(动)填写adminis

5、tration 管理、经营,Common words,note 纸币registration desk 入宿登记处lobby 大厅identification card 身份证rate of exchange 兑换率conversion rate 换算率charge(动)收费bill 帐单change money 换钱procedure 手续、程序information desk 问询处luggage label 行李标签overbooking 超额订房per cent 百分之accounting desk 帐务处ground floor(英)底，层，一楼first floor(英)二楼，(美

6、)一楼second floor(英)三楼，(美)二楼,Common words,strawberry 草莓lotus roots 莲藕apple 苹果mango 芒果plum 梅子grapefruit 西柚guava 番石榴longan 龙眼pomelo 柚watermelon 西瓜honey-melon 蜜瓜date 枣子,papaya 木瓜cherry 樱桃pear 梨grape 葡萄peach 桃子pineapple 菠萝banana 香蕉,Fruits,More,information desk 问讯处reception office 接待室newsstand 售报处postal se

7、rvice 邮局服务处shop 小卖部bar 酒吧间lounge 休息厅roof garden 屋顶花园billiard-room 球房dining-room,dining hall 餐厅cloak-room 行李房/存衣处basement 地下室boutique 精品商场lobby lounge 大堂吧executive lounge 行政酒廊cellar 地窖broom closet 杂物室,Key sentence patterns,greeting guests:1.good morning,sir.welcome to our hotel.2.very glad to have yo

8、u here.3.its nice to have you stay with us again.recepting guest:1.Can I help you?May I help you？What can I do for you？2.do you have a reservation with us?3.if you are ready,the bellboy will take you to your room.,Key sentence patterns,check in:1.please fill in the registration form.2.may i see your

9、 ID card?3.heres your room key.your room number is 310,on the 3rd floor.Guidelines and to remind/Offering Help：1.Please dont leave anything behind.2.May I help you with your case？3.Would you like me to call a taxi for you？Farewell：1、Goodbye.2、See you tomorrow.3、Goodbye and thank you for coming.,Chap

10、ter.2,The definition of the F.O.,TRANSITION PAGE,F.O.,Front office is a department which is to attract and receive the guests,to sell the rooms and catering sevices of the hotel.At the same time,the front office also provides comprehensiveservices for the guests.,Chapter.3,The status of the F.O.,TRA

11、NSITION PAGE,The status of the F.O.,1:Front Office is the hotels business window,reflecting the quality of hotel services.2:Front Office is the place where gives guests a first impression and last impression.3:Front office plays a certain economic role.,4:Front office plays a coordinating role.5:Fro

12、nt Offices work could make the decision-making more scientific.6:Front Office is an important part of establishing a good relationship with guests.,Chapter.4,The main task of the F.O.,TRANSITION PAGE,Reservation ServiceRception ServiceConcierge ServiceCashier Service Housing state control Informatio

13、n Management Room Sales,The main task of the F.O.,Chapter.5,The structure of the F.O.,TRANSITION PAGE,The structure of the F.O.,Frontofficemanager,Assistant manager,Les Chef dOr,ReservationSupervisor,Reception supervisor,Chief operator,Business Center Supervisor,Executive FloorManager,telephonist,Re

14、ceptionist,Reservation clerk,Clerk,Ticketagent,Receptionist,Cashier,Bellman,Doorman,Chapter.6,The function of each department,TRANSITION PAGE,1、Rooms Reservation,responsible for hotel reservation service,accept reservations by telephone,fax,letter or verbal;responsible for establishing business rela

15、tionships with companies,travel agencies and other units that provide guests,trying to sell the rooms and get to know the requirements of the clients;closely contact with the reception desk,provide the reservation information and data to the front desk manager and the relevant departments timely,pro

16、vide the VIPs arrival information to their superiors;Make reservation Report;involved in making the annual room reservation plan.,2、Reception,sales rooms,recept hotel guests,hotel check-in,room assignments;grasp the dynamic information of the guests,control the room state;make Rooms Daily and other

17、forms of business;,3、Information desk,Answer inquiries of the guests including the introduction of in-store guest services and related information:city sightseeing,traffic conditions,community activities,etc.Receive guests and visitors;Processing mail,messages.Keeping the room keys and distribute th

18、em,4、Cashier,Go through the check-out formalitiesProvidetheforeigncurrencyexchangeservice.Providing valuablesstorage servicesfor guests.Contact with other cashiers to check the billThe nightaudit,5、Concierge,To welcome guests in the lobby,airport or railway station.Responsible for guests luggage tra

19、nsport,storage and security.Umbrella storage and rental.To help find someone in public.Escort guests into the room and introduce individual services,distribute the newspaper,letters and messages.Arrange taxi for tenants.Direct cars at the entrance foyer to ensure the traffic outside safety and liqui

20、dity.Answer inquiries of guests,guide the direction for the guests.Convey the relevant notice.Responsible for other matters entrustedby the guests.,6、Switch Board,Transfer phone.Offer Do Not Disturb phone service.Morning call.(byphoneorbyknockingonthe door)Answer phone inquiries.Handle telephone com

21、plaints.Receive telephone messages.Handle long-distance calls.Spread or eliminate emergency notification or description.Play background music.,7、Business Center,Provide typing,translation,photocopying,fax,Internet and other business services.provide secretarial services for the guests as neededOffer

22、 conference room and other office equipment rental servicesArrange professional translator or interpreter,Chapter.8,Dialogue,TRANSITION PAGE,8、Dialogue,The Registration登记入住(R):Good evening.What can I do for you,sir?B:I booked a twin-bed room with bath three weeks ago.Im Henry Bellow.R:Just a moment,

23、please,Mr.Bellow.Ill check the arrival list.Sorry to have kept you waiting,sir.Yes,you have reserved a British suite from today to the 29th.B:Yes,exactly.R:Could I see your passports,please?(Checking the passports and giving them back)Thank you,sir.And would you mind filling in the registration form

24、?,B:Ill take care of it.(Filling out the form)Here you are.Is it all right?R:Yes,thanks.How are you going to pay,in cash or by credit card?B:Could I pay with travellers checks?R:Certainly.Heres the key to Room 908.Please keep it.And the bellman will show you up.(A bellman comes over.)Have a nice evening,sir.And enjoy your stay.B:Thank you.,Front Office Dept.,Members:向文莉、胡尚豆、陈敏、蒋敏、刘雨露、黄春敏、王冰涵,