Reception (前厅接待)_酒店餐饮

a receptionist also belongs to the front office department. he/she works side by side with the reservationist at the front desk by the front hall(lobby). in small hotels a receptionist also does the work of the bookkeeper, the infonnationist and the advance reservationist. in bigger hotels they take over the work of the advance reservations department between 5:30 and 9:30 p.m..
a receptionist's job is to welcome and register the guest. when a guest with a hotel reservation arrives at the front desk the receptionist greets the guest and then gives out an registration form to the guest to fill out.
when the guest has completed the form the receptionist must make sure that such information items as the guest's full name, address (home and business), nationality, forwarding address, the purpose of his visit and signature are entered correctly and legibly. if the visitor is an alien, information about his passport number, place of issue and date of issue also need to be recorded. the receptionist must also check and make sure that such reservation details

as room type and departure date annot changed. bsides, the receptionist is also responsible for answering any question from the guests, helping them with any problems that they may have, answering teephones and taking messages for the guests and handling complaints from dissatisfied guests. he / she also receives, dispatches and distributes cables and
telexes. it is also part of the receptionist's job to prepare the guest folios and to distribute the whitney slips. but in most of the deluxe hotels, a computerized room status system is used. information concerning room status is fed into a electronic room status system linking reception, housekeeping and the cashier's office.
another part of his job is to deal with group check-ins and large numbers of conference guests. when large tour groups and conference guests check in it is always advisable for the receptionist to require the tour leader or the conference coordinator to handle the registration forms and hand it over to the front desk himself.
after a guest is properly registered the receptionist gives the guest his / her room key, tells him/her of his/her room number and the floor it is on and the daily room rate. then he / she gives the guest his/her key card that was prepared while the guest was completing the registration form and explain the hotel's service to the guest or inform the guest of the place the guest can find information about the hotel's service himself. finally he should wish the guest an enjoyable stay at the hotel.

dialogue 1

receptionist: good morning, sir. can i help you?
guest: good morning! i have a reservation for a single room with bath here.
receptionist: may i have your name, sir, please?
guest: bradley, john bradley.
receptionist: just a moment, sir, while i look through our list. yes, we do hav& a reservation for you, mr. bradley. would you please fill out this form while i prepare your
key card for you?
guest: yes. can i borrow your pen for a minute, please?
receptionist: sure, here you are.
guest: what should i fill in under room number?
receptionist: you can just skip that. i'll put the room number for you later on.
guest: (after he has completed the form) here you are. i think i've filled in everything correctly.
receptionist: let me see... name, address, nationality,
forwarding address, passport number, place of issue, signature and date of departure. oh, here, sir. you forgot to put in the date of your departure. here let me fill it in for you. you are leaving on...?
guest: october 24.
receptionist: now everything's in order. and here is your key, mr. bradley. your room number is 1420. it is on the 14th floor and the daily rate is $90 per night. here is your key card with all the information on your booking, the hotel services and the hotel rules and regulations on it. please make sure that you have it with you all the time. you need to show it when you sign for your meals and drinks in the restaurants and the bars. you also need to show it when you collect your key from the information desk.
guest: o.k.. i'll take good care of it.
receptionist: and now if you are ready, mr. bradley, i'll call the bellboy and he'll take you to your room.
guest: yes, i'm ready. thank you.
receptionist: i hope you enjoy your stay with us.

guest: i'll try.

dialogue 2

receptionist: good afternoon. can i help you?
guest: yes, i'd like to have a double room with a bath, please.
receptionist: do you have a reservation with us, ma'am, please?
guest: no, i don't think so.
receptionist: i'm sorry, ma'am. we don't have any vacancy at the moment.
guest: oh, that's too bad. could you recommend another hotel that won't be full up.

receptionist: you could try the grand mansion if you like.
guest: how far is it from here?
receptionist: it takes about twenty rninntes to get there if you go by taxi. but if you give me your name i'll ring them up for you.
guest: that's very kind of you. my name is barbara peters.
receptionist: barbara peters. o.k.. (he picks up the phone and dials a number) hello, this is mr. sun at the reception desk of lotus flower hotel. i wonder if you have a double room with bath available for today? - that's great. would you reserve the room under the name of ms barbara peters, please? -- yes, she is here at our hotel. she will take a taxi round to your hotel. she'll be over at your reception
desk in half an hour. - thank you.goodbye. - ms peters, you have a room at the grand mansion now and they are expecting you to arrive in half an hour.
guest: thank you so much for your help. by the way, can i take a taxi from here?
receptionist: yes, ma'am. the taxis are right outside the hotel. just go out by the front entrance and the doorman will take care of you.

guest: thank you, dear.

receptionist: good-bye.

dialogue 3

guest: good morning! my name is franco. i'm staying in room 1008.

receptionist: good morning, sir. how can i help you?

guest: well, i would like to know if it is possible to change my room. i'm not at all happy with the one i've got. i coudn't even sleep last night. the noise from the construction site across the street kept on bothering me.

receptionist: oh,dear. i'm sorry to hear that. let me see if i can find you a quieter room. let's see... you are in room 1008. 1014 is unlet but it is also faces the street. the rest of the 10th floor is blocked. let's see the 11th...no, the 11th is full up too. and the 12th, yes, 1224 is vacant. no, no, no, 1024 is no good because it also looks over the street. ah, here is a good one--1217 is unocupied and it is at the back of the hotel. but it is two floors higher up. do you mind moving two floors up, mr. franco?

guest: no, not at all. that's the least sacrifice if i can sleep.

receptionist: very good. now give me a call when you are ready to move and i will send you a bellboy to help you with your luggage.

guest: thank you. you've been very helpful.

receptionist: and please remember to bring your key card down to the reception desk so that i can change the room number on it.

guest: yes, i will.