饭店英语5市公开课一等奖百校联赛优质课金奖名师赛课获奖课件.ppt

Click to edit the title text format,Click to edit the outline text format,Second Outline Level,Third Outline Level,Fourth Outline Level,Fifth Outline Level,Sixth Outline Level,Seventh Outline Level,Eighth Outline Level,Ninth Outline Level,*,本资料仅供参考，不能作为科学依据。谢谢。本资料仅供参考，不能作为科学依据。本资料仅供参考，不能作为科学依据。谢谢。本资料仅供参考，不能作为科学依据。,Click to edit the title text format,Click to edit the outline text format,Second Outline Level,Third Outline Level,Fourth Outline Level,Fifth Outline Level,Sixth Outline Level,Seventh Outline Level,Eighth Outline Level,Ninth Outline Level,*,本资料仅供参考，不能作为科学依据。谢谢。本资料仅供参考，不能作为科学依据。本资料仅供参考，不能作为科学依据。谢谢。本资料仅供参考，不能作为科学依据。,Unit 2 Reception,Leading-in,Dialogues,Reading,Further Reading,1/24,The Front Desk is the window and nerve center of a hotel where guests will be registered and assigned rooms,luggage handled,information provided and checkouts processed.,Think carefully and try to answer the following questions:,1.What are the main duties of the Front Desk?,2.What qualities should a good Front Desk clerk have?,Leading-in,2/24,breakfast voucher,早餐券,visa and passport,签证和护照,safety deposit boxes,保险箱,car rental service,租车服务,information desk,信息台,get authentication from,确定,sign,ones name,署名,confirming booking,预定确认,Part Dialogues,Useful Words&Phrases,3/24,1.Have you made a reservation?,2.We have no record of a reservation in your name.,3.Would you please complete this registration form?,4.Could you sign your name here,please?,5.Leave it to me.Ill take care of your baggage.,6.Your taxi will arrive shortly.,Useful Expressions,4/24,7.You can use the house phone.Its on the other side of the lobby.,8.Car rental service is available in our hotel.,9.There are safety deposit boxes at the Front Desk.,10.The newsstand has a wide selection of foreign newspapers and magazines.,Useful Expressions,5/24,Exercise,Picture Guests Names,Describe the picture below,using at least 5 sentences.,6/24,1.May I have your surname,please?,2.How do you spell your last name,sir?,3.Im sorry,could you repeat that?,4.Which country are you from?,5.May I have your passport to help you register,madam?,Suggested sentence structures:,Exercise,7/24,A:Good morning,sir._?,B:Yes,_.,A:Oh,sorry,_.,Would you like me _?,B:No,thanks.Id like to stay at your hotel.I,appreciate your service.,A:Then _instead?,B:_?,A:88 US dollars per night.,B:Thats OK.Ill take it.,A:May I _?,B:Here it is.,A:_?This is the form.,B:Sure.,Complete the following dialogue with your partner and then read it.,Exercise,A,Receptionist,B,Guest,Could I help you,I want to have a single room,there is no single room available now,how about a double room,to find you another hotel,have your passport please,What is the room rate for that,Do you have a pen,8/24,A,Miss Showers,who is a return guest of the Grand View Hotel,is walking towards the Front Desk.She will stay for half a month.She has booked a standard room.She asks if she can enjoy a special rate.,Exercise,Make three dialogues with your partner according to the following situations.,9/24,B,A visitor wants to see Mr.David Brown from Australia.The clerk checks the guest list,calls to the room and then asks the visitor to wait in the lobby for the guest.,Exercise,10/24,C,John Smith is standing at the Reception Desk.He says he,does,not,have,a reservation.Unfortunately there is no vacancy.The,Front Desk,clerk suggests him wait,ing,until 6:00 p.m.or tak,ing,a room at a nearby hotel.,Exercise,11/24,1.,您在我们店预约了吗？,2.,布朗先生,准备用现金还是用信用卡付款？,3.,我想多住,3,天，能够吗？,Have you made a reservation in our hotel?,Would you like to pay by cash or credit card,Mr.Brown?,Exercise,Translate the following sentences into English.,May I extend my stay here for three more days?,12/24,Exercise,4.,对不起，我们没有以您名字预订统计。,5.,坐电梯到,5,楼，往右拐就是。,6.,健身房就在中餐厅旁边。,Sorry,we have no record of a reservation in your name.,The gym is just besides the Chinese restaurant.,Please take the lift to the 5th floor and turn right.,13/24,Exercise,7.,您想给他留言吗？,8.,对不起，布朗先生现在不在。您能不能晚些时候再打来？,Would you like to leave a message for him?,Sorry,Mr.Brown is not in his room now and would you like to call him later?,14/24,New Words&Phrases,Part Reading,impression,n.,印象,fulfill,v.,完成或推行,crucial,adj.,主要,complex,adj.,复杂,restriction,n.,限制；规则,adaptability,n.,适应性,a nerve center,活动中心,efficiency and personality,效率和个性,elegant behaviors,优雅举止,a keen sense for figures,准确计算能力,financial success,盈利,15/24,Exercise,1.What is the aim of a hotel?,Create a home away from home for guests and have the greater and better financial success.,Exercise,Answer the following questions according to the text.,16/24,2.Why is the front office so important to the hotel?,3.Usually what should the front desk staff do every day?,It,is not only a window but also a nerve center of a hotel.A guest will form his first and deepest impression of a hotel in the place of the reception desk.,Registering guests,assigning rooms,distributing luggage,providing information and being responsible for the check-in/out.,17/24,4.What do the guests expect from a hotel?,5.What qualities should a good front desk staff have?,Efficient and satisfactory service.,A cute and smart physical appearance,nice adaptability,elegant behaviors,a wide range of knowledge and a keen sense for figures and counting.,18/24,1.()A guest will form his first impression of a hotel in the place of the reception desk.,2.()A Front Desk staff needs to register guests,assign rooms,distribute luggage,provide information and be responsible for the check-in/out.,3.()Usually the guests will ask the same repeated questions when they stay in the hotel.,4.()The Front Desk staff should remind the guests of all the restrictions that they must follow in a good manner.,5.()Efficiency and personality of the Front Desk staff are crucial for the realization of the hotels target.,T,T,F,T,T,Exercise,Decide if the following statements are true(T)or false(F)according to the text.,19/24,1.Who are not included in the three types of employees working around the Front Desk?,A.Front Desk reservationists.,B.Front Desk cashiers.,C.Front Desk managers.,D.The assistant manager,of the hotel.,Part Further Reading,Choose the best answer.,D,20/24,2.Which of the following statements is NOT true?,A.The reservationist should make sure that the reservation cards are correctly filled.,B.The reservationist will assign rooms and tell all the room rates.,C.The reservationist should ask the way of payment and distribute all the guests.,D.The reservationist should make sure all the bills are right.,D,21/24,3.What does checkout mean for the Front Desk cashiers?,A.Receiving payments.,B.Entering the final transactions into the computer system.,C.Distributing the lodge information to upper departments of the hotels.,D.A and B.,4.What are the standard duties of the Front Desk manager?,A.Supervising all the Front Desk personnel.,B.Scheduling the Front Desk staff.,C.Assigning proper tasks based on various workloads.,D.All of the above.,D,D,22/24,5.According to the passage,what is the basic rule for all the Front Desk staff to follow to provide the best service for the guests?,A.Give some guests special treatments.,B.Work together as a team.,C.Resolve all problems efficiently and courteously.,D.Uphold the hotels commitment to hospitality to all the guests.,D,23/24,The End,24/24,