1.2入店服务（课件）- 《导游英语实务》同步教学（东北财经大学出版社）

项目一 导游生活服务 Project Ⅰ Service Procedure Part 项目目标 AIMS: 1.能掌握团队和散客旅游者的接团以及送团程序 （已解决） 2.能为旅游者提供酒店入住服务并处理相关问题 3.能带领旅游者顺利用餐、购物和进行娱乐活动 模块二 入店服务 Module 2 Check-in The procedure of helping group guests check in is a little different from that of individual guests. As usual, there will be a tour leader in the group, and he will have a group visa, and the necessary information of the guests are shown on it, so it’s unnecessary for the guests to show their passports at the hotel. The tour guide should communicate with the clerk at the front desk first and make sure he can get the right rooms, then, he should help the tour leader distribute the rooms, certainly, before showing the room keys to the guests, the guide should remind them of the necessary information of the rest arrangement. 1、协助办理住店手续 PartⅠ Check in Guests with a Group Reservation (Li Lei, the guide from CYTS, is showing a group to the front desk) L:Li Lei R:receptionist S:tour leader Ms Smith G:guest R: Good morning. May I help you? L: Good morning. I’m from CYTS, our company has reserved 15 rooms for 30 guests from Australian for two days, can we have the room now? R: Wait a moment, please.…… Yes, we have your reservation here.15 twin bed rooms. Is that right? L: Correct. R: Could you ask your guests to fill in the registration forms now? S: That’s too slow! I’ve got a group visa with all the information of the guests, will that be all right? R: All right. Could you show it to me? I must make a copy of it. S: No problem. Here you are. R: Thank you. Here is your group visa. And these are your room keys, from 1201 to 1215; they are all on the 12th floor. S: Thank you. G: Excuse me, I want to do some private things these two nights, and I don’t want to disturb my room partner, may I have a complete room myself? L: But we must make sure whether the room is available or not. (To the receptionist) Can you offer us one more room? One of the guests wants to live by