Hotel Matters-general enquiries.ppt

General enquiries (日常咨询) Unit Unit title （单元名称） 1 General enquiries 2 Job responsibility 3 Take a booking 4 Receiving a guest 5 Helping guests 6 Serving drinks 7 On the menu 8 Dealing with complaints and problems 9 Payment and check-out (日常咨询) (职位与职责) (预定咨询) (接待客人) (对客服务) (酒水) (菜单) (投诉处理) (结账) Budget Hotel Resort Hotel Compare these two hotels. Where are they usually situated? What facilities do you expect to find at these hotels ? Which one would you like to work at? Why? 1. air conditioning 空调 2. conference room 会议室 3. en suite bathroom 独立卫生间 4. fitness centre 健身中心 5. laundry service 洗衣服务 6. swimming pool 游泳池 7. tennis courts 网球场 8. beauty salon 美容院 9. Wi-Fi access 无线接入 Which of the facilities above would you expect to find at these types of hotels? business hotel luxury hotel resort hotel small, family-run hotel (2-star) motel sports hotel 商务酒店 通常位于市中心，为短期商务客人提供住宿与相关设施。 豪华酒店 通常是提供最高标准的服务、设备、设施的五星级酒店。 度假酒店 通常位于度假区。大多数客人会停留较长时间。 家庭旅馆 类似BB，通常价格便宜，设施简陋。 汽车旅馆 为驾车车提供停车场和其他设施，通常位于主干道旁。 体育酒店 能提供各种运动设施，如网球场、高尔夫球场、健身中心等。 room type(房型) 房间床位数 每间可容纳的 客人数 single room(单人房) twin room(双人对床房) double room(双人房) suite(套房) 标准的、普通的 standard 高级的 superior 豪华的 deluxe 1 1 2 2 1 2 房间分卧室和休息室。卧室内放置一张双人床 Seashore Hotel is a small, three-star hotel in Kiel. Saskia Olsen works at the reception desk. She is talking to a caller who wants some information about the hotel facilities. Close your books and listen to the dialogue, and try to find out what facilities the hotel has for guests with disabilities. Words to know: three-star hotel reception desk room service lobby wheelchair ramp The hotel has three double rooms with disabled facilities on the ground floor. The showers have grab rails. There are disabled toilets near the lobby. The restaurant has disabled access, and there’s a wheelchair ramp at the entrance. 三星级酒店 前台 客房送餐服务 大厅 供轮椅使用的斜坡 Culture 对客人的问题要用完整的回答。简单的回答，比如yes/no，在英语中听起来很生硬，不礼貌。 Is there a swimming pool? Yes. Yes, there is. No. No, I’m afraid there