- •Предоставление информации об отелях
- •Sands hotel****
- •Предоставление информации об отеле
- •Zakher hotel
- •Предоставление информации о номере
- •Honeymoon suite
- •Процедура индивидуального бронирования
- •Melissa hotel
- •Процедура бронирования для компании
- •Castle lodge hotel
- •Процедура регистрации с предварительным бронированием
- •Registration Card / Checking-in form Ritz Hotel
- •Процедура регистрации без предварительного бронирования
- •Registration Card / Checking-in form Ritz Hotel
- •Как проводить собеседование
- •Job advertisement
- •Как проходить собеседование
- •Covering letter
- •Card 10
- •Как проводить собеседование
- •Job advertisement
- •Card 11
- •Как проходить собеседование
- •Covering letter
- •Card 12
- •Обслуживание клиента в ресторане
- •Card 13
- •Работа с жалобами клиента в ресторане / Решение проблем клиента в отеле (турагенстве)
- •Letter of apology
- •Card 14
- •Работа с жалобами клиента в ресторане / Решение проблем клиента в отеле (турагенстве)
- •Letter of apology
- •Card 15
- •Работа с жалобами клиента в ресторане / Решение проблем клиента в отеле (турагенстве)
- •Letter of apology
- •Card 16
- •Процедура выезда из отеля
Card 16
1) You are a receptionist at the hotel. The guest is leaving the hotel. Check him out. Be prepared to explain him some items in the bill, but you are sure the bill is correct. Don’t forget to ask how the guest is going to pay.
2) You are the General Manager of the Grand Hotel. Write a memo to the Front Office staff explaining the hotel’s policy on room rates.
Процедура выезда из отеля
Инструкции |
Лексическое наполнение |
1. Поздоровайтесь и предложите помощь. |
Good morning / Good afternoon. / Good evening. How can I help you? |
2. Спросите у гостя номер комнаты и принесите счет. |
Certainly. I’ll get your bill. What room are you in? |
3. Объясните структуру счета и попросите гостя проверить его. |
Here you are. Everything is itemized: your room, meals, telephone calls, and the minibar. Service and VAT are included. Would you just like to check it through? |
4. Объясните непонятные для гостя пункты в счете. |
That was … you had … |
5. Если гость не согласен со счетом, проверьте его вместе с гостем еще раз. |
Didn’t you? I’d better check the voucher. Everything is right. Let’s check. The total includes…. This amount here is for... |
6. Спросите у гостя, как он будет оплачивать счет. |
How would you like to pay? If I could just have your card. |
7. Попросите гостя расписаться в квитанции. |
Could you sign here, please? Thank you. Here's your receipt and your card slip copy. |
8. Завершите разговор. |
Thank you. I hope you had a pleasant journey. We look forward to seeing you again. |
Memo
From: To: |
General Manager All Front Office staff |
Date: Subject: |
September 5, 2007 Pricing policy |
grand hotel |
It is clear that some clarification of our policy on pricing and room rates is needed.
Basic Rates
We have a basic rate for all room types. However, it is common for different rates to be charged. This is because the Sales and Marketing Department negotiates special rates for different agents, corporate clients, and other clients.
The Basic Rates Are:
Standard room £80.00 (double)
Luxury / Executive Plus: £115.00 (double)
Suite: Individually priced
Standard discounts
Weekend rate (Fri / Sat or Sat / Sun): 15% discount
Weekly rate: seven nights for the price of five
Specially-negotiated rates
Most guests come as part of a tour, through a tour operator, or as a corporate guest. In this case a special rate will have been negotiated and will be on the computer for Reservations and the Front Office staff to access.