15 Step 1 Greeting (Ask if the guest reserved) STANDARD OPERATION PROCEDURES Registering Checking in at the hotel 入住登记Step 1 Greeting (Ask if the guest reserved)Step 2 Collecting certificate (passport)Step 3 Confirming the informationStep 4 Filling in the form and signingStep 5 Asking the paymentStep 6 Giving room card
16 ⑨④①⑧③⑥⑦②⑤⑩ Mr. Woods ： Clerk ① Yes. I called you last week from New York. My name is George Woods．③Probably two days. My wife will join me tomorrow. Then we‘ll decide when to leave for Seattle．⑤ Thank you．You are very kind.⑦ Certainly. Of course.⑨ Good evening．② This is your key. It‘s on the eighth floor, room 801．④Good evening, do you have a reservation?⑥Would you sign the register, please?⑧Wait a second, please． (She checks the computer.) Yes, Mr. Woods, we have a room reserved for you. How long do you plan to stay?⑩ You are welcome. Enjoy your stay here.
17 Find and Ask 找重点和难点 任务1 生词拾贝： 自主阅读对话，如果遇到生词和词组，可在下面画线，小组之间合作译成相应的中文，并画线。下课后把生词写在笔记本上记忆。任务2 同传口译大演练：如果没有生词，和学伴合作进行中英文互译练习。
18 用学过的句型填空 Do you have a reservation? Just a moment please. We have a room available.May I see your passport?How would you like to pay?Here is your room card.Do you want someone to help you?Enjoy your stay.
20 Speaker A is a Clerk. He/she is a receptionist of Huaqi Hotel. Make a dialogue with your partner.根据老师题签内容两人表演对话, 你也可以自己出题，和其他组交换。Situation:Speaker A is a Clerk. He/she is a receptionistof Huaqi Hotel.Speaker B wants to check in.
25 The Golden Rules of Customer Service Smile (it makes you feel welcome)Always use the customer’s nameListen to the customer’s needsMake each customer feel at homeAlways remember what make a customer happy and unhappy