part ii outbound tourism unit 4 at the hotel. teaching objectives learn how to go through hotel...

Part IIPart IIOUTBOUND TOURISMOUTBOUND TOURISM

Unit 4 Unit 4 At the HotelAt the Hotel

Teaching ObjectivesTeaching Objectives

Learn how to go through hotel check-in processLearn how to go through hotel check-in process Learn how to confirm the room reservationLearn how to confirm the room reservation Learn how to help group members fill the Learn how to help group members fill the

registration formsregistration forms Learn how to introduce the hotel facilities andLearn how to introduce the hotel facilities and services to the group membersservices to the group members Learn how to deal with various problems during Learn how to deal with various problems during

the stay in the hotel. the stay in the hotel. Learn how to go through check-out process upon Learn how to go through check-out process upon

departure from the hotel. departure from the hotel.

Briefing on the Working Briefing on the Working ProceduresProcedures

入住酒店，领队应与地接社导游一起，与总台确认房间数目与入住酒店，领队应与地接社导游一起，与总台确认房间数目与类型，与行李员交接行李送房事项，为团队办理入住手续。办好类型，与行李员交接行李送房事项，为团队办理入住手续。办好入住手续后，领队要与总台确定用餐的时间和地点，并告诉游客。入住手续后，领队要与总台确定用餐的时间和地点，并告诉游客。酒店大多提供各类设施与服务方便房客使用，领队应协助地陪向酒店大多提供各类设施与服务方便房客使用，领队应协助地陪向游客详细介绍开放时间和收费情况。如游客在要求送餐，洗衣等游客详细介绍开放时间和收费情况。如游客在要求送餐，洗衣等服务时遇到语言障碍，领队要帮助他们联系、落实。入住期间，服务时遇到语言障碍，领队要帮助他们联系、落实。入住期间，如游客遇到设备损坏、服务不周等各种问题，领队应及时与酒店如游客遇到设备损坏、服务不周等各种问题，领队应及时与酒店有关部门交涉，尽力为游客解决问题。退房前一天，要事先通知有关部门交涉，尽力为游客解决问题。退房前一天，要事先通知游客整理好行李，并与行李房主管确认收行李的时间和行李件数；游客整理好行李，并与行李房主管确认收行李的时间和行李件数；与总台确认旅游团的额外费用；并通知总台安排好叫醒电话和早与总台确认旅游团的额外费用；并通知总台安排好叫醒电话和早餐。退房时，要仔细查核付款项目，交费后索取收据。离店前，餐。退房时，要仔细查核付款项目，交费后索取收据。离店前，应和地陪一起，清点人数和行李，确认一切无误，方可开车。应和地陪一起，清点人数和行李，确认一切无误，方可开车。

Warming-up ActivitiesWarming-up Activities

　　 Discuss the following questions in group and Discuss the following questions in group and

report the results to the class report the results to the class 　　　　 aa ．． Have you ever stay in a hotel abroad ?Have you ever stay in a hotel abroad ?

　　 bb ．． How do you confirm room reservation with the How do you confirm room reservation with the

hotel receptionist? hotel receptionist?

　　 cc ．． What would you do if any facility or service What would you do if any facility or service

problems occurred in a hotel? problems occurred in a hotel?

　　　　

Working Process of Working Process of Staying at the Hotel Staying at the Hotel (I) (I)

Front Desk -- confirm the room reservation

with the receptionists

Front Desk -- go through check-in formalities for the group

Front Desk -- confirm the dinning times ， andrestaurants with the receptionists

Hotel Lobby --introduce hotel facilities and service hours to the tourists

Front Desk --go through check-out and luggage check-out formalities

Front Desk --help the tourists solve various

facility and service problems

Hotel Lobby --check the number of the touristsAnd luggage with the local guide

Front Desk --confirm morning call time andLuggage check-out time with thereceptionists

Working Process of Working Process of Staying at the Hotel (II) Staying at the Hotel (II)

1. Confirm the room reservation, such as room types, number of 1. Confirm the room reservation, such as room types, number of

rooms and length of stay at the hotel reception with the local rooms and length of stay at the hotel reception with the local guide. guide.

2. Go through check-in formalities for the group at the reception desk.2. Go through check-in formalities for the group at the reception desk.

3. Hand out room keys and room cards to the group members and 3. Hand out room keys and room cards to the group members and

inform them of the hotel facilities and service hours.inform them of the hotel facilities and service hours.

4. Confirm the place and time for the first meal with the group and 4. Confirm the place and time for the first meal with the group and

take the group to have the first meal. take the group to have the first meal.

5. Check the number of the luggage with the hotel bellmen and help 5. Check the number of the luggage with the hotel bellmen and help

them show the group members to their rooms.them show the group members to their rooms.

Working Process of Working Process of Staying at the Hotel Staying at the Hotel (III)(III)

6. Communicate with the hotel staff to 6. Communicate with the hotel staff to solve facility and service problems for solve facility and service problems for the group during the stay in the hotel.the group during the stay in the hotel. 7. Inform the group about check-out and luggage 7. Inform the group about check-out and luggage check-out arrangements the day before departure.check-out arrangements the day before departure. 8. Confirm with the number of group luggage and time for luggage 8. Confirm with the number of group luggage and time for luggage

check-out with the bell captain.check-out with the bell captain. 9. Arrange wake-up call and breakfast for the group with the 9. Arrange wake-up call and breakfast for the group with the

reception. reception. 10. Go through check-out formalities at the reception desk and ask 10. Go through check-out formalities at the reception desk and ask

the group the group members to clear their bills with the hotel. members to clear their bills with the hotel. 11. Check the number of group members and luggage upon 11. Check the number of group members and luggage upon

departure. departure.

Explanation of Texts (I) Explanation of Texts (I)

1. Checking in at the Front Desk 1. Checking in at the Front Desk

Key wordsKey words

check incheck in

check outcheck out

housekeepinghousekeeping

lobbylobby

front deskfront desk

reservationreservation

vacancyvacancy

room maidroom maid

laundry laundry

Explanation of Texts (I)Explanation of Texts (I)

Useful Expressions Useful Expressions a. I’d like to reconfirm your reservation and the schedule a. I’d like to reconfirm your reservation and the schedule

for the period of your stay. for the period of your stay. b. We are expecting 24 people plus yourself. Is that b. We are expecting 24 people plus yourself. Is that

number correct? number correct? c. We’ve got to make a little change in the room c. We’ve got to make a little change in the room

arrangements.arrangements. d. Please ask your members to go up to their rooms and d. Please ask your members to go up to their rooms and

the bellboys will be delivering the baggage directly. the bellboys will be delivering the baggage directly. e. Could you pay any incidental charges at the Front e. Could you pay any incidental charges at the Front

Cashier’s Desk when you check out? Cashier’s Desk when you check out? f. We’ve got a full house, so if you really want to keep f. We’ve got a full house, so if you really want to keep

your room this afternoon we’ll have to charge you your room this afternoon we’ll have to charge you 50% of the price.50% of the price.

Explanation of Texts (I)Explanation of Texts (I)

Culture NotesCulture Notes

a. a. I’m afraid we’ve had some last minute change.I’m afraid we’ve had some last minute change. 恐怕恐怕我们有一些最新变化。我们有一些最新变化。

b. b. I need a connecting room for a family of five.I need a connecting room for a family of five. 一个五一个五口之家需要一间相通房间。口之家需要一间相通房间。

Connecting room Connecting room 相通房，相通房， adjoining room adjoining room 相连房。相连房。 c. As a hotel policy, we require one day’s room charge ac. As a hotel policy, we require one day’s room charge a

s a deposit for guests without reservation. s a deposit for guests without reservation. 按照酒店按照酒店的规定，我们要求没有预定的客人交一天的房费作为的规定，我们要求没有预定的客人交一天的房费作为押金。押金。

Explanation of Texts (II)Explanation of Texts (II)

2. Confirming the wake-up call and luggage check-out 2. Confirming the wake-up call and luggage check-out timetime

Key words Key words

morning callmorning call last minute change last minute change voucher voucher banquet roombanquet room duty managerduty manager lobby managerlobby manager service chargeservice charge

Explanation of Texts (II)Explanation of Texts (II)

Useful expressions Useful expressions

a. Your check-out time is 7:00 a.m., on tha. Your check-out time is 7:00 a.m., on the 18e 18thth. Has there been any change in you. Has there been any change in your schedule? r schedule?

b. Could you place your bags in front of yb. Could you place your bags in front of your room doors by 7 a.m.? our room doors by 7 a.m.?

c. Your departure time is at 9 a.m. Could c. Your departure time is at 9 a.m. Could you be here by 8:50 a.m. at the latest? you be here by 8:50 a.m. at the latest?

Explanation of Texts (III)Explanation of Texts (III)

3. Inquiring about telephone service3. Inquiring about telephone service Key words Key words incoming call incoming call long-distance call long-distance call overseas call overseas call person-to-person callperson-to-person call station-to-station callstation-to-station call collect callcollect call reverse charge callreverse charge call service directoryservice directory


Useful expressionsUseful expressions

a. Please hold the line a moment. I’ma. Please hold the line a moment. I’m trying to connect you.trying to connect you. b. I’m sorry, the line is busy. Would you like to hold on or b. I’m sorry, the line is busy. Would you like to hold on or

call back? call back? c. Please dial your new wake-up time.c. Please dial your new wake-up time. The computer will cancel the old time.The computer will cancel the old time. d. For room-to-room calls, please dial 4 first and d. For room-to-room calls, please dial 4 first and then the room number.then the room number. e. You may call direct from your room. It is cheaper thane. You may call direct from your room. It is cheaper than booking it through the operator. booking it through the operator.


Cultural notesCultural notes a. Would you like to leave a message or to call back? a. Would you like to leave a message or to call back? b. I’ll put you through to the information. b. I’ll put you through to the information. c. special night rates c. special night rates 夜间特价夜间特价 d. Would you like a pay call or a collect call? d. Would you like a pay call or a collect call? 您是要直接付款还是对方付款？您是要直接付款还是对方付款？ e. It is cheaper than booking through the operator.e. It is cheaper than booking through the operator. 这样比通过接线员要便宜。这样比通过接线员要便宜。 f. collect call f. collect call 对方付费电话。接这类电话时，接线员要与对方联对方付费电话。接这类电话时，接线员要与对方联

系，当对方同意付费之后才接通电话。系，当对方同意付费之后才接通电话。 g. the person-to-person call g. the person-to-person call 叫人电话叫人电话 h. the station-to-station call h. the station-to-station call 叫号电话叫号电话

Explanation of Texts (IV)Explanation of Texts (IV)

4. Asking for hotel Service 4. Asking for hotel Service Key words Key words air conditionerair conditioner laundry servicelaundry service express serviceexpress service extra chargeextra charge room serviceroom service luggage collectionluggage collection doorknob menu doorknob menu bell captain’s desk bell captain’s desk


Useful expressionsUseful expressions a. The laundry form and bags are in the drawer of the a. The laundry form and bags are in the drawer of the

writing desk.writing desk. b. Laundry received before 10.a.m. will be returned by b. Laundry received before 10.a.m. will be returned by

6p.m. on the same day. 6p.m. on the same day. c. We will deliver it within 4 hours at a 50% extra charge. c. We will deliver it within 4 hours at a 50% extra charge. d. Please notify in the laundry list whether you like your d. Please notify in the laundry list whether you like your

clothes ironed, washed, dry-cleaned or mended and clothes ironed, washed, dry-cleaned or mended and also. also.

e. I’ll take care of it personally. e. I’ll take care of it personally. f. We’ll bring the replacement immediately. f. We’ll bring the replacement immediately.


Cultural notes Cultural notes a. It might shrink otherwise. a. It might shrink otherwise. 否则可能会缩水。否则可能会缩水。 b. We have a special four-hour service. b. We have a special four-hour service. 我们有我们有

四小时可取得特殊服务。四小时可取得特殊服务。 c. We’ll refund the cost of the laundry and the nc. We’ll refund the cost of the laundry and the n

ew sweater. ew sweater. 我们将退还您的洗衣费和毛衣线。我们将退还您的洗衣费和毛衣线。 d. full breakfast: American breakfast, d. full breakfast: American breakfast, 美式早餐，美式早餐，

比欧式大陆式早餐丰盛，通常有果汁、咖啡、香比欧式大陆式早餐丰盛，通常有果汁、咖啡、香肠（熏肉或火腿）、鸡蛋和面包或烤面包片。肠（熏肉或火腿）、鸡蛋和面包或烤面包片。

e. sunny-side up e. sunny-side up 单面煎；单面煎； easy over or fried oveasy over or fried over er 双面煎双面煎

Explanation of Texts (V)Explanation of Texts (V)

5. Luggage collection 5. Luggage collection

Key wordsKey words

regulationregulation

bell boybell boy

pick up pick up

valuable valuable

breakablebreakable

Explanation of Texts (V)Explanation of Texts (V)


a. Your luggage will be kept at the Captain’s Dea. Your luggage will be kept at the Captain’s Desk. sk.

b. Could you come down to the Bell Captain's Db. Could you come down to the Bell Captain's Desk with your claim tag to pick up your bags? esk with your claim tag to pick up your bags?

c. I’m afraid we cannot be responsible for any dc. I’m afraid we cannot be responsible for any damage (breakage, spillage, and spoilage).amage (breakage, spillage, and spoilage).

Explanation of Texts (V) Explanation of Texts (V)

Cultural notesCultural notes

a. bell captain a. bell captain 行李主管行李主管 b. I’m afraid we cannot be responsible for b. I’m afraid we cannot be responsible for

any damage (breakage, spillage, spoilagany damage (breakage, spillage, spoilage). e). 恐怕我们不能对任何损坏（破碎、泼恐怕我们不能对任何损坏（破碎、泼洒、腐蚀）负责。洒、腐蚀）负责。

Explanation of Texts (VI)Explanation of Texts (VI)

6. Check out 6. Check out

Key wordsKey words

check out check out

charge charge

individually individually

total amount total amount

receiptreceipt



a. Would you like to vacate the room now?a. Would you like to vacate the room now? b. Have you signed any bills in the last hour? b. Have you signed any bills in the last hour? c. Did you take anything from the mini-bar this morning? c. Did you take anything from the mini-bar this morning? d. Please wait a moment while I add up your bill. d. Please wait a moment while I add up your bill. e. Is your luggage down yet? Could you check out after e. Is your luggage down yet? Could you check out after

your bags have been brought down, please? your bags have been brought down, please? f. How would you like to settle your bill (account)? f. How would you like to settle your bill (account)? g. I am sorry, but we are not allowed to accept personal g. I am sorry, but we are not allowed to accept personal

checks. checks.


Cultural notes Cultural notes

a. I’ll draw up your bill for you. a. I’ll draw up your bill for you. 我给你开列帐单。我给你开列帐单。 b. Telephone charges will be paid b. Telephone charges will be paid individually. individually. 话费由客人自付。话费由客人自付。 individually individually 以个人资格；分别地以个人资格；分别地 c. Did you sign any bills in the last two hours in c. Did you sign any bills in the last two hours in our hotel? our hotel? 刚才两小时中您有否在我们宾馆内刚才两小时中您有否在我们宾馆内签过单？签过单？

ConsolidationConsolidation

Q and AQ and A

1. When you check in for a group at a hotel, what 1. When you check in for a group at a hotel, what should you confirm with the receptionist? should you confirm with the receptionist?

2. When you check in for a group at a hotel, what 2. When you check in for a group at a hotel, what would you discuss with the bellmen? would you discuss with the bellmen?

3. How do you deal with the hotel staff when any 3. How do you deal with the hotel staff when any service or facility problems occur? service or facility problems occur?

4. What would you do on the day before the 4. What would you do on the day before the departure from the hotel? departure from the hotel?

ConsolidationConsolidation Role-play Role-play Situation ASituation A You are tour leader. You just arrived at Paris with You are tour leader. You just arrived at Paris with

your group. You are now checking in at the Hilton your group. You are now checking in at the Hilton Hotel. Make up a dialogue between you and the recHotel. Make up a dialogue between you and the receptionist of the hotel. eptionist of the hotel.

Situation BSituation B You take a group of Europe Tour in Paris. You are You take a group of Europe Tour in Paris. You are

leaving the hotel to catch a morning flight back to leaving the hotel to catch a morning flight back to Shanghai. Make a speech to your group members aShanghai. Make a speech to your group members about the check-out, and then check out for your grbout the check-out, and then check out for your group with the front desk chashier.oup with the front desk chashier.

AssignmentsAssignments

1. Read the passage “Handling Silverware” 1. Read the passage “Handling Silverware” on Page 114 and complete the on Page 114 and complete the following dialogue in English. following dialogue in English.

2. Read and translate the passage 2. Read and translate the passage “Different eating habits” and “Some “Different eating habits” and “Some western manners” on page 114. western manners” on page 114.

Thank　you!Thank　you!

part ii outbound tourism unit 4 at the hotel. teaching objectives learn how to go through hotel...

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