(
课件网) 项目一 导游生活服务 Project Ⅰ Service Procedure Part 项目目标 AIMS: 1.能掌握团队和散客旅游者的接团以及送团程序 （已解决） 2.能为旅游者提供酒店入住服务并处理相关问题 3.能带领旅游者顺利用餐、购物和进行娱乐活动 模块二 入店服务 Module 2 Check-in The procedure of helping group guests check in is a little different from that of individual guests. As usual, there will be a tour leader in the group, and he will have a group visa, and the necessary information of the guests are shown on it, so it’s unnecessary for the guests to show their passports at the hotel. The tour guide should communicate with the clerk at the front desk first and make sure he can get the right rooms, then, he should help the tour leader distribute the rooms, certainly, before showing the room keys to the guests, the guide should remind them of the necessary information of the rest arrangement. 1、协助办理住店手续 PartⅠ Check in Guests with a Group Reservation (Li Lei, the guide from CYTS, is showing a group to the front desk) L:Li Lei R:receptionist S:tour leader Ms Smith G:guest R: Good morning. May I help you L: Good morning. I’m from CYTS, our company has reserved 15 rooms for 30 guests from Australian for two days, can we have the room now R: Wait a moment, please.…… Yes, we have your reservation here.15 twin bed rooms. Is that right L: Correct. R: Could you ask your guests to fill in the registration forms now S: That’s too slow! I’ve got a group visa with all the information of the guests, will that be all right R: All right. Could you show it to me I must make a copy of it. S: No problem. Here you are. R: Thank you. Here is your group visa. And these are your room keys, from 1201 to 1215; they are all on the 12th floor. S: Thank you. G: Excuse me, I want to do some private things these two nights, and I don’t want to disturb my room partner, may I have a complete room myself L: But we must make sure whether the room is available or not. (To the receptionist) Can you offer us one more room One of the guests wants to live by himself. R: The room is available, but he must pay extra 300 Chinese yuan each day. S: You can have the room, but they ask for 300 yuan per night. G: Yes, I can accept it. S: (To the receptionist) then, show me one more room, please. R: Then, room 1218 is for you, sir. S: Thank you. (To all guests) Attention please, now I will give the room keys to you, before that, our local guide will tell you something about the later arrangement. L: Our rooms are on the 12th floor, you can go to your room directly, and the bellman will deliver your baggage to your room later. After a short rest in your rooms, we’ll be together in the lobby at 12:30, please take your personal things with you when you are here, after lunch we’ll go to the scenery directly, and we’ll eat outside, so don’t forget to take your cameras with you. The elevator is on your right, now our tour leader will show you the ... ...
