入住酒店.ppt

Part IIOUTBOUND TOURISM  Unit 4 At the Hotel Teaching Objectives Learn how to go through hotel check-in process Learn how to confirm the room reservation Learn how to help group members fill the registration forms Learn how to introduce the hotel facilities and services to the group members Learn how to deal with various problems during the stay in the hotel. Learn how to go through check-out process upon departure from the hotel. Briefing on the Working Procedures 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，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。 Warming-up Activities 　Discuss the following questions in group and report the results to the class 　 　a．Have you ever stay in a hotel abroad ? 　b．How do you confirm room reservation with the hotel receptionist? 　c．What would you do if any facility or service problems occurred in a hotel? 　 Working Process of  Staying at the Hotel (I) Working Process of  Staying at the Hotel (II) 1. Confirm the room reservation, such as room types, number of rooms and length of stay at the hotel reception with the local guide. 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 inform them of the hotel facilities and service hours. 4. Confirm the place and time for the first meal with the group and take the group to have the first meal. 5. Check the number of the luggage with the hotel bellmen and help them show the group members to their rooms. Working Process of  Staying at the Hotel (III) 6. Communicate with the hotel staff to solve facility and service problems for the group during the stay in t