Unit One The Front Office.docx

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1、UnitOnCThCFrontOfficeT=TcachcrS=SIUdentT:Thehoelsarlsmallhotelsneedfewerpeople.Thecheck-inprocedureofthishotel,however,requires(heeIYortofalarcslafT.EachPeniOnactsaspartofateamandisassignedspecifictasks.S: Whatthatboy,sjob?T: Hescepransweringguests,questions,Iakingmessages,nfi11ningairlickcis.provid

2、ingncccssarjinfomution.etc.S: IJec.Canyoutellmeabutthebusinesscenter?T: ThebusinesscenterprovidesIypewriiing.photocopying,fax.translation,internetaccessandothersecretarialsenicc.S: Isthatmanwithahatthebellboy?T: Yes.Thebellboycsco11s(heguesttotheroom,helpsdeliverbaggageandmessages.Isalsohisjob(opage

3、agueswithinthehotelandcallforcabs.S:Islhalmanwithahat(hebellboy?:Yes.,Ihcbellboyescortstheguesttotheroom,helpsdeliverbaggageandmessages,hsalsohisjobtopageaguestwithinthehotelaicallforcabs.S:Thenwhatisaconcierge?T:Inthehotelindustry,thetermconciergerefers(osomeonewhoarrangesforIransporlationinthecity

4、,sightseeing,andassiststheguestswiththeirentertainmentplans,includingbookingtheatreandcinematickets.Infact,theconciergedocswhateverhecantohelptheguestoutof(Iifllculties.Somehotelsrequirehimobemul(ilingual.Inourhotel,thereareoverfifteenconcierges,threeofWhoniin(heProCeSSofapplyingfortheGoldenKeymembe

5、rship.TheFrontofficemanagerwillelaboratetoyouwhataGoldenKeyislateron.S:Whatdocsalobbyassistantmanagerdo?T:ThelobbyassistantmanagerofthishotelreportstoIhegeneralmanager.Onbehalfofthegeneralmanager,hehandlesguests*compkinlsandsuggestions,balances(herelationshipbetweenalldepartmentsandtheguests.Hchasto

6、PrwidCsupervisionandcpcrationtoother(kpartmcnts.Thelobbyassistantmanagerinsomeohcrhotels,however,belongstothefrontofficeandismainlyresponsibleforhandlingguests*complaints.S: Thenisthereanydifferencebetweeninformalionandcnciee?T: ThCPrimarydifferencebetweenInibrnutionandConcicrgc?T:TheprimarydiITcrcn

7、ccbetweenConcicrgcauiIntbrmationisthattheConcicrgcissupposedtoassisewhhfarmore(hatjustinformation.TheConciergeissupposed(ohelpWithticketing,cinemaandtheatrebkings.restaurantreservations,cily-wideentertain11enlinfo11nationandprovideadviceondaytrips,kationsandhospitals,etc.InfacttheConciergcdocswhatev

8、erhecouldtohelptheges(outofdifficulties.TheConcicrgcisSUPPoMXitobemultilingualand*(otalinfr11)a(ionprofessionals.MSo(heConciecgeisInoreexpensive,especiallyiftheyhaveobtainedIhCGoldenKeycertification.WordsandExprcsions1. conciee.n礼宾服务，托付代办2. tacklev.tffi,应付3. attractionn吸引物4. identificationn身份5. inpu

9、tn输入，v把输入6. confirmationn确认7. internetn因由网8. secretariala秘书的9. escortv护送10. pageV寻人,给当听差11. Supcrvisorn主管12. supervisionn监咨,管理Notes1. ThChotelfrontofiicciscompscdoffrontdesk,telephone。businesscenter,conciergeandroomreSCrVaIiOn.本饭店前厅部由总台、总机、商务中心、礼宾司和客房我定组成.各饭店前厅部的机构设汽珞有不同。如有些饭店总台员工兼作做CheCkins和CheCkQi

10、l而在另一饭店check-ins和Chcxk-OUls分别由附厅部的总台接待员和财务部的总台收银员负责.2. Inourhotel,therearcover15concierges,threeofwhomarcintheprocessOfapplyingfortheGoldenKeymembership.oConciergew在各饭店的中文译名略有不同，本书译为“托付代办者“礼宾司”。GoldenKey.金钥匙(用于指人或组织)。凡加入金钥戕组织的员工均得申请,经过正规的培训.通过考核,履行组织的职贲和义务方能被吸纳为会员.Excrciscs1. Questions:1. Whatisthef

11、ronlOfTiCecomposedofinyourhotel?2. Whydocsthestudentsaythatthejobofareceptionistisverydemanding?3. Whatitemsarcincludedintheregistrationforminyourhotel?4. Isi(Iheresponsibilityofareceptionistinyourhotel2check(heguestot?Canyou(ellustheadvantagesanddisadvantagesofareceptionistwhoisresponsibleforbothcheck-insandcheck-outs?5. Howdoyouvaluetheworkofaconcierge?2. Complete(hefollowingWilhIhewordsgivenbelow:Concierge,bellman,check-in.regis(ralkn.accmm(latins.muhilingual.supervision,page1. Whenyouarriveatthehotel,youshouldgodirectlytothe(Mcsk.2. Whatkindof()canweexpectataninn?3. TIw