Lead-in SEATS ARRANGEMENT All students of Class 2, please sit by your student number, 10 numbers a group (e.g. group 1: No 1-10; group2:No11-20…) the class.

Lead-in

SEATS ARRANGEMENT

All students of Class 2, please sit by your student number, 10 numbers a group (e.g. group 1: No 1-10; group2:No11-20…)

the class committee

Feb. 22,2012

Unit Two: Checking-In

Unit 2 Checking-inUnit 2 Checking-in Unit 2 Checking-inUnit 2 Checking-in

Unit Objectives:

★Tell the steps in checking in guests★Check in guests with reservations★Check in walk-in guests★Check in groups

★ Extend stay for guests ★ Registration Form

Unit 2 Checking-inUnit 2 Checking-in Unit 2 Checking-inUnit 2 Checking-in

Project: Role-play in English.Please make a role –play based on the Dialogues in Speaking Task 3 & Task 4

A tour guide makes a checking in for his American group. Try to make your play real and interest, some props( 道具 ) may be used.

Try to make at least 3-5 characters to speak.

Match the steps of checking in with their corresponding picture.

Greeting the guest---BGreeting the guest---B

Checking the reservation record---DChecking the reservation record---D

Asking for the guest’s passport---AAsking for the guest’s passport---A

Asking the guest to fill in the registration form---CAsking the guest to fill in the registration form---C

Warming-upWarming-upWarming-upWarming-up

A---Front DeskB---room cardC---breakfast couponD---receiptE---ID cardF---receptionist

Warming-upWarming-up

Useful Words & expressionsUseful Words & expressions

A. Greeting the guest;

E. Asking whether the guest has made a reservation.

C. Confirming(确认 ) the guests’ room type, rate and length of stay;

D. Asking the way of payment(支付方式 );

B. Asking the guest to fill out(填写 ) the registration form.

F. Arranging(安排 ) the room for the guest .

Task 3Task 3

SpeakingSpeaking

Checking-inChecking-in

Checking-in for walk-in Guests.Checking-in for walk-in Guests.

SpeakingSpeaking

RRReceptionistReceptionist

RRReceptionistReceptionist

GGGuestGuest

GGGuestGuest

G: I’m Andrew Scott. I have made a reservation with you. Here is the Confirmation notice( 确认通知 ). Here is my passport./ Here you are.

Make payment: In cash/ by credit( 信用卡 )/with traveler’s check( 旅行支票 )

SpeakingSpeaking

RRReceptionistReceptionist

RRReceptionistReceptionist

GGGuestGuest

GGGuestGuest

◆I’ll check the reservation record. Wait a moment, please… ◆according to( 根据 ) our record ， your reservation is for a double room from March 20th to 24th. The rate will be…◆Could you fill out the registration form, please.◆Could I see your passport( 护照 ), please.◆How would you like to settle your bill/make the payment?

SpeakingSpeaking

RRReceptionistReceptionist

RRReceptionistReceptionist

GGGuestGuest

GGGuestGuest

◆Thank you, Mr. Scott. Your room is 1012 on the tenth floor. Here is your receipt( 收据）， and this is your key card. Please keep them .the bellman will show you up to your room. Anything else I can do for you?

◆You’re welcome. We hope you’ll enjoy your stay with us.

R: Good morning. What can I do for you?

G: I am Charles Freeman, tour guide of China International Travel Agency. We have made a reservation with your hotel.

R: One moment, Mr. Freeman. I will check the list… Yes, we have your reservation. Your agency has booked 12 TWBs for five days, is there any change?

G: No.

R: Could I see and copy your group visa 签证？

G: Here you are.

Speaking: Task 3Speaking: Task 3

R: Thank you… Sorry to have kept you waiting. Here you are. Now would you please fill in the registration form with your personal information( 私人信息 )?

G: Ok… Here you are.

R: Thank you very much. We’ll give you 12 TWBs from Room 1501 to 1512. Here are the keys and room cards. Please have a check.

G: Thanks. I’ll assign( 分配 ) the rooms among my members.

Speaking: Task 3Speaking: Task 3

The title(头衔，职位 ) is attributed to the person who is specifically employed by an organization to greet any visitors, patients, or clients.

The Hotel receptionist is often the first and last member of staff hotel guests will see.

Reading: The Receptionist’s WorkReading: The Receptionist’s WorkReading: The Receptionist’s WorkReading: The Receptionist’s Work

About the Receptionist

You may choose a lucky draw(彩注 ) and share the tasks with your group.

Try to cooperate with(合作 ) your members.

Reading: The Receptionist’s WorkReading: The Receptionist’s WorkReading: The Receptionist’s WorkReading: The Receptionist’s Work

Task

1. The receptionist should 1. The receptionist should check in guests with or check in guests with or without reservations, answer without reservations, answer any questions from the any questions from the guests, help guests with any guests, help guests with any problems, answer telephones , problems, answer telephones , take messages, and handle take messages, and handle complaints( complaints( 投诉投诉 ).).

Reading: Task 1Reading: Task 1

2. The same questions 2. The same questions asked by a reservationist in asked by a reservationist in the reservation process(the reservation process(程序程序 ) ) must be asked by the must be asked by the receptionist.receptionist.

The receptionist should also The receptionist should also check the guest’s requirement check the guest’s requirement against(against(相对应相对应 ) the room ) the room availability(availability(需要的房间需要的房间 ) in the ) in the hotel’s reservation system.hotel’s reservation system.

Reading: Task 1Reading: Task 1

AfterAfter the guest decides to the guest decides to take a room in the hotel, the take a room in the hotel, the receptionist then gives out(receptionist then gives out(拿拿出出 ) registration form and ) registration form and continues the check-in continues the check-in procedures(procedures(手续手续 ).).

Reading: Task 1Reading: Task 1

WhenWhen the guest completes the guest completes the form(the form(完成表格完成表格 )) ，， the the receptionist must have a receptionist must have a check and make sure that check and make sure that such information items(such information items(条目，条目，项目项目 ) as the...are entered ) as the...are entered correctly(correctly(填写正确。填写正确。 ))

Reading: Task 1Reading: Task 1

AfterAfter registration, the registration, the receptionist receptionist

Tells the guest his/her room Tells the guest his/her room number and the floor it is on, number and the floor it is on, thenthen gives the guest his or her room gives the guest his or her room card and key card which were card and key card which were prepared while the guest wad prepared while the guest wad completing the registration form.completing the registration form.

Reading: Task 1Reading: Task 1

FinallyFinally, the receptionist should , the receptionist should wish the guest an enjoyable stay wish the guest an enjoyable stay at the hotel.at the hotel.

With the formalities concluded(With the formalities concluded( 手手续办完后续办完后 ) the receptionist will ) the receptionist will inform the bellman to carry the inform the bellman to carry the baggage and show the guest to baggage and show the guest to his/her room.his/her room.

Reading: Task 1Reading: Task 1

..

Reading: Task 1Reading: Task 1

And the receptionist will check all the paperwork( 文档 )undertaken on the guest’s arrival once again and make sure that the computer details are all correct.

registering guestsregistering guests （办理登记）（办理登记）

answering telephonesanswering telephones

checking in guestschecking in guests

taking messagestaking messages

informing informing （通知）（通知） bellmen to carry bellmen to carry guests’ baggageguests’ baggage

receiving and distributing receiving and distributing （分发）（分发） guests’ guests’ mails, telexesmails, telexes （电传） （电传） and packagesand packages

showing guests to their roomsshowing guests to their rooms

Reading: Task 2Reading: Task 2

handling complaintshandling complaints 处理投诉处理投诉

answering guests’ questionsanswering guests’ questions

introducing hotel’s service and introducing hotel’s service and facilitiesfacilities （设施）（设施）

helping guests with their problemshelping guests with their problems

doing and checking paperwork(doing and checking paperwork( 文文件件 ))

Reading: Task 2Reading: Task 2

Guest Information ListGuest Information List

full namefull name

addressaddress

nationalitynationality（国籍）（国籍）

purpose of visitpurpose of visit 来访目的来访目的

SignatureSignature签名签名

passport number passport number 护照号码护照号码

place of issueplace of issue护照签发地护照签发地

date of issuedate of issue护照签发日期护照签发日期

Reading: Task 3Reading: Task 3

T F F TT F F T

Reading: Task 4Reading: Task 4

The EndThe EndThe EndThe End