酒店英语大家好，
又是一个周末，
按照计划，
龚老师今天一起来回顾上周的学习内容。
更改预订
我们先看看为客人更改预订时的一些流程。
我们要详细询问客人的预订信息，比如入住日期、房型和人数等，然后根据客人的需求提供解决方案。如果客人想要更改日期或房型，我们要利用预订系统查找相关信息，确认是否有可行性。
如果条件允许，我们可以建议客人升级到更高级的房型，同时清楚地解释新房型的特点和价格差异。如果客人的预算有限，我们也可以考虑建议客人调整入住日期。下面我们用一个练习来巩固一下：
你也可以复制下方链接来做测试：
更改预订
1. What is the first step when a guest calls to request a change in their reservation?
A. Ask for the guest's budget.
B. Show enthusiasm and professionalism.
C. Offer a room upgrade immediately.
D. Inquire about the guest's travel plans.
Answer: B
2. How should hotel staff verify a guest's reservation details?
A. By using the guest's social media information.
B. Through the hotel reservation system.
C. By asking the front desk for information.
D. By requesting the guest's ID number.
Answer: B
3. What should a hotel staff member do if they cannot accommodate a guest's request for a reservation change?
A. Ignore the guest's request.
B. Politely explain the situation and offer alternatives.
C. Suggest a different hotel.
D. Ask the guest to change their travel plans.
Answer: B
4. When offering a room upgrade to a guest, what information should the hotel staff provide?
A. Only the new room price.
B. The upgraded room type and the price difference.
C. The location of the new room.
D. The staff member's personal recommendation.
Answer: B
5. What is the final step in handling a reservation change request after the guest has confirmed the changes?
A. Forget about the request.
B. Notify the relevant departments and send a confirmation email or text message.
C. Ask the guest to come to the hotel to confirm in person.
D. Charge the guest's credit card immediately.
Answer: B
接机服务
接下来我们再来复习一下怎么提供贴心的接机服务。
首先，准备工作得做足，确认好客人的航班信息，然后安排好车辆和人员。车辆要舒适，备齐USB充电线和欢迎饮料，让客人感受到我们的细心。
我们要提前出发，保持与客人的联系，随时掌握航班动态。客人到达后，我们要热情迎接，让客人感受到我们的热情和专业。
接下来，我们要帮助客人提取行李，确认行李数量，并询问是否有托运行李。在回酒店的路上，我们要介绍酒店的设施和服务，同时关注客人的需求，确保他们的舒适。
到达酒店后，我们要帮助客人办理入住手续，确保行李安全送达房间。最后，别忘了询问客人对接机服务的满意度，认真听取他们的反馈，不断提升我们的服务质量。记得感谢客人的反馈，让他们知道我们真诚地希望他们能有一个愉快的住宿体验。
我们仍然是用几道练习来检验一下学习效果。
1. What is the first step in preparing for a pick-up service?
A. Greet the guest at the airport.
B. Confirm the guest's pick-up information.
C. Arrange a vehicle and driver.
D. Prepare a welcome drink and snack box.
Answer: B
2. What does the hotel staff need to ensure is available in the vehicle for pick-up services?
A. A map of the city.
B. USB charging ports.
C. A first-aid kit.
D. A GPS navigation system.
Answer: B
3. How should hotel staff greet guests upon their arrival at the airport?
A. By offering a map of the hotel.
B. By introducing themselves and the hotel.
C. By asking about the guest's flight experience.
D. By directly assisting with the luggage.
Answer: B
4. What does the term "checked luggage" refer to in the context of airport pick-up services?
A. Luggage that has been lost.
B. Luggage that the hotel staff will check for the guest.
C. Luggage that the guest has send with the airline.
D. Luggage that is kept in the hotel's storage.
Answer: C
5. What is an important aspect of the post-pick-up service?
A. Driving quickly to the hotel.
B. Assisting guests with their luggage.
C. Gathering feedback on the pick-up service.
D. Making sure the guest pays for the service.
Answer: C
Explanation: The article emphasizes the importance of gathering feedback on the pick-up service to understand the guest's level of satisfaction and to make improvements for future services.
寄存行李
咱们第三个要聊的是酒店礼宾部如何为客人寄存行李。首先，我们要热情迎接客人，主动询问他们是否需要行李寄存服务。如果客人的行李有损坏，我们要细心检查并礼貌地告知客人，看看是否需要进一步的帮助。
接下来，我们会认真记录行李的信息，给行李挂上标签，并把收据交给客人。在行李存放期间，我们要确保行李的安全，定期进行巡查。当客人来取行李时，我们需要核对行李牌。如果客人不小心弄丢了行李牌，我们要解释其重要性，并尝试通过描述、监控等方式来确认行李的归属。
最后，如果一切核实无误，我们会将行李交还给客人，并请他们签署一个声明，以确保流程的完整性和安全性。我们的目标是通过这些细致周到的服务，让客人感受到酒店的专业和对他们的关怀，从而提升他们的住宿体验。1. What is the first step hotel staff should take when greeting a guest with luggage?
A. Directly take the luggage from the guest.
B. Ask if the guest needs help with their luggage.
C. Ignore the guest and continue with their duties.
D. Offer a map of the hotel to the guest.
Answer: B
2. What should the hotel staff do after confirming that the guest needs luggage storage?
A. Immediately take the luggage to storage without further interaction.
B. Check the luggage for any damage or missing items.
C. Ask the guest to fill out a survey.
D. Provide the guest with a list of hotel amenities.
Answer: B
3. How should hotel staff handle a situation where they notice damage on a guest's luggage?
A. Ignore the damage and proceed with storing the luggage.
B. Apologize and ask the guest if the damage occurred during their travels.
C. Charge the guest for the damage.
D. Offer to repair the luggage for an additional fee.
Answer: B
4. What is the purpose of providing a luggage receipt to the guest?
A. To keep track of the hotel's luggage storage inventory.
B. To serve as a memento of the guest's visit.
C. To be used for promotional purposes by the hotel.
D. To retrieve the luggage later as proof of ownership.
Answer: D
5. What should hotel staff do if a guest loses their luggage tag when attempting to retrieve their luggage?
A. Allow the guest to describe their luggage and match it with the stored luggage.
B. Refuse to release the luggage without a luggage tag.
C. Charge the guest a fee to replace the lost luggage tag.
D. Ask the guest to fill out a lost property report.
Answer: A
贵重物品寄存
最后是贵重物品寄存的服务流程。当客人带着贵重物品来到酒店，我们得热情接待他们，并核实他们的身份，这是为了确保物品的安全和酒店的安全。接下来，我们会向客人详细介绍寄存服务的流程和注意事项，让他们了解我们是如何保障他们物品安全的。
然后，我们会指导客人填写贵重物品寄存卡，确保信息的准确无误。我们会根据客人物品的大小和数量，选择合适的保险箱，并陪同客人一起存放，这样既保护了客人的隐私，也体现了我们对安全的重视。
保险箱锁好后，我们会将钥匙交给客人，另一把总钥匙则会安全保管在前台。如果客人需要中途取用物品，我们会协助他们开启保险箱。最后，当客人取走物品时，我们会收回钥匙，并在系统中做好记录，确保整个流程的顺利进行。
在整个服务过程中，我们始终保持专业和热情的态度，严格遵守酒店的规定，确保每一件贵重物品都能安全无损地归还给客人。以下是一些关于贵重物品寄存的练习，看看你是否都掌握了？
1. What is the first step when a guest approaches the concierge with valuable items for storage?
A. Immediate storage of the items.
B. Greeting and confirming the guest's identity.
C. Explaining the storage process.
D. Filling out a storage form.
Answer: B
2. What does the term "valuables" refer to in the context of hotel services?
A. Items of no value.
B. Ordinary personal belongings.
C. Expensive or precious items.
D. Items for sale at the hotel's shop.
Answer: C
3. How should hotel staff introduce the valuables storage service to a guest?
A. By showing them the storage room.
B. By providing a brief overview and offering to answer questions.
C. By immediately handing over the storage key.
D. By asking the guest to sign a liability waiver.
Answer: B
4. What information should a guest provide when storing valuables?
A. Only their name.
B. Room number, name, and contact details.
C. The total value of the items.
D. The destination of their travel.
Answer: B
5. What is the procedure when a guest needs to access their valuables before the scheduled retrieval time?
A. The guest can access the storage room freely.
B. The guest must show their ID and storage key.
C. The hotel staff will open the safe and inspect the items.
D. The guest has to wait until the check-out time.
Answer: B
好了，
今天的复习内容就是这些了，
恭喜你又跟着龚老师复习了一遍本周的内容，
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我们下期再见！
