chapter 14 会展服务 Exhibition and Convention Service

1、Unit 14 Exhibition and Convention Service Unit 14 Objectives1Warming-up Activities2Post Introduction3Vocabulary4Action Learning 7Useful Sentences5Dialogue6Reading 8Introduce exhibition and convention serviceHelp convention delegates to register Look at the following pictures and try to put appropria

2、te terms under the pictures.2. Questions for Discussion 1. Who is responsible for convention service?(The convention service manager.)2. What services can the meeting delegates enjoy during the convention?(The services include printing and duplicating, decorations, guest packages, entertainment, tel

3、ephone, convention hospitality suites, fashion shows, shopping trips, sight-seeing and city tours, etc.) One important area of hotel management that should never be overlooked is that of Convention Service. The amount of business that conventions bring into a city, especially larger cities, is consi

4、derable. For this reason, all mid-level to upscale establishments will compete to attract as many conventions, organizational gatherings, and business meetings as possible. The finest hotel convention managers are out-going, organized, efficient, communicative, cost aware, flexible, and able to mana

5、ge a large staff. One of the most important duties the Convention Manager performs concerns communication. To make any large function a success, the manager must always be in close contact with:The lead party planner for the groupThe hotels Front deskCaterersSuppliersRestaurant staffAuxiliary hotel

6、staff membersNote: Many times, the Convention Manager may also need to coordinate events with other hotel departments. There are numerous tasks to be completed before any large hotel event, and it is the job of the manager to ensure that each person and department knows his duties and the exact time

7、 for their completion. Some of the more important items that need to be checked off the Convention Managers list are: Ensuring the exact time and date of the event. Confirming all the details, especially the number of guests. Coordinating any special requests. Determining the specific room(s) needed

8、 to accommodate the party. Setting up the room(s). Informing the Kitchen Manager of all the details so he may order the proper food, ingredients, drinks, and supplies, and prepare everything in a timely mannerScheduling all necessary staff for the eventCoordinating the use of other hotel departments

9、 (if necessary)This may include such things as asking the business office to make signs or displays for the event. As well as securing any necessary video or sound equipment that may be needed.Sightseeing tours may need to be arrangedCity tours and shopping excursions TransportationBusiness supplies

10、Entertainment arrangedGuest rooms for out of town attendeesOrdering any special items from suppliers (if necessary)Decorating, as per the lead party planners specifications Being prepared to handle any emergencies or last minute changes. Examples may include:A change in the guest countA food item ch

11、angeA requested item may be unavailable from the supplierA staff member may be sick and unable to workNumerous events booked on the same day (multiple rooms needed)Any last-minute special request Once a convention event is booked, the Convention Manager should hold a meeting to go over the details w

12、ith his subordinate managers and the Kitchen Manager. These people can then begin coordinating with their staff to plan the function. To safeguard against any problems or miscommunication, and so each staff member knows his/her role and duties during the function, the Convention Manager should hold

13、at least two more pre-event meetings. The first meeting should ideally take place about two days before the party arrives. The purpose of this meeting is to check on the progress of all the staff and departments involved. The last meeting should take place about two hours before the event so that an

14、y last-minute details can be checked, and to once again go over everyones job responsibilities during the event. There are an infinite amount of types of conventions or organizations that may wish to use the hotels facilities. These occasions will range from corporate events, trade show exhibits, ci

15、vic organizations, club groups, sporting events, weddings, fashion shows, official government meetings, and many more. One of the last tasks to be performed before the guests arrive is to make sure they lobby of the hotel, and the Front Desk staff, is prepared to welcome them. There should be clear

16、signs directing them to their proper room. Also, each staff member in the hotel should be aware of all daily functions so that they may assist arriving guests, and direct them to their party. Especially when there are multiple events taking place on the same day, it is a good idea to set up a table

17、in the lobby to welcome all arrivals. This way all guests can be:checked in for the functionreceive an I.D. badge or name tagpick-up any materials they will need for their functionreceive any vouchers they may need for meals, etc.meet the hostess of the eventbe directed to their meeting roombe aided

18、 in checking into the hotel if staying overnight The Convention Manager should have already ironed out the payment details with the partys lead planner prior to the event. The final step at the close of the event is to go over the bill with the lead planner, answer any questions, finalize payment, g

19、ive him/her a receipt for all charges, and ask for any feedback from the guests as to the service, hotel, staff, and facilities. Even if the function was performed wonderfully by the hotel and staff, getting opinions from the guests is a valuable tool to making adjustments and ensuring that the next

20、 event will be even more successful!According to the textuWhom should the convention manager always be in close contact with in order to make any large function a success? What changes may appear in convention service? Work in groups and discuss the questions.To make any large function a success, th

21、e manager must always be in close contact with: The lead party planner for the groupThe hotels Front deskCaterersSuppliersRestaurant staffAuxiliary hotel staff membersHotel Situational English Unit 10 The changes may appear in convention service are: A change in the guest countA food item changeA re

22、quested item may be unavailable from the supplierA staff member may be sick and unable to workNumerous events booked on the same day (multiple rooms needed)Any last-minute special requestHotel Situational English Unit 10 Greeting the meeting delegates. Checking whether they have pre-registered. Help

23、ing the meeting delegates register. Handing out the meeting documents, the layout of the meeting place, meeting badge, pen, paper, meeting-related materials. Appreciating the meeting delegates registration. The Procedure of Offering Chinese Style F&B Service Is:4. asking the name and telephone n

24、umber of the guest请问您的姓名和电话？请问您的姓名和电话？May I have your name and telephone number?请问如何拼写您的姓名？请问如何拼写您的姓名？Could you spell your name, please?Context: A meeting delegates (T, Tina Wang) is at the registration desk. The receptionist (R) receives them.R:Hello, who is next, please?G:Yes, I am Tina. Tina Wang

25、.R:Hello, Ms. Wang. I see in my computer that you are here for the Journalists Convention.G:Yes, it should be exciting. R:Oh, I am sure it will be. We have had so many people arrive from all over the country. Have you already pre-registered?G:Yes, I have.Receiving an FIT ReservationR:Oh, yes, I see

26、that you have. Wonderful. Here is your welcome packet, Ms. Wang. Inside you will find your name badge, meeting itinerary, hotel map and details, meal vouchers, as well as a city map, tour information, local restaurants, and emergency numbers.G:Thank you. That will be a big help.R:Certainly. Now I se

27、e you are staying in the hotel. Have you checked-in yet?G:Yes, I checked-in late last night. Receiving an FIT ReservationR:Excellent. Then you are ready to go. Do you have any questions?G:Just one. I am assisting our event coordinator with the videotaping of the award ceremony. Can you tell me if he

28、 has arrived yet?R:Mr. Zhang? Yes, he is here already. I believe he is in the banquet room at the moment. Its right down the hallway and to your left.G:You have been a big help. Thank you.R:It is my pleasure. Have a wonderful event!Receiving an FIT ReservationTask Practice任务操练任务操练Challenges问题挑战问题挑战S

29、olutions探索解决探索解决1. List as many words related to the exhibition and convention service as you can.pre-register meeting badgemeeting packet preparation area review audio-videomeal ticketbuffet booth space assignment 2. List as many useful sentences related to the exhibition and convention service as

30、you can.1.Welcome to Evergreen Hotel! May I help you? 2.Did you send your registration from .?3.May I know your credit card number?4.Heres the conference packet, including a plan of the convention center, and other related materials.5.What sort of function would it be?6.Well satisfy all our guests w

31、hatever religious or state of Health may be.7.Visitor circulation in the hall is planned on a simple grid arrangement.Make a conversation based on the given situation. Mike Jin (G) wants to hold a meeting in Maria Hotel. The receptionist is receiving him (S). The time: from Dec. 10 to Dec. 12.S: Mar

32、ia Hotel Convention Center. How may I help you?G: I am calling from OK Trading Company in Shanghai. I want to hold a meeting in your hotel. S: Im glad to help you. How many people, sir?G: A party of 100.S: When will the event be held?G: December the 10, 11 and 12.S: Wait a moment, please. Sorry to h

33、ave kept you waiting, sir. We do have vacant suites and conference hall during that period.G: So good! You know, our meeting delegates are all celebrity. Would it be possible that they each have a suite? S: No problem, sir. Our hotel is an all-suite convention center, every delegate is offered a sui

34、te and VIP treatment. G: Perfect. Then what is the rate? S: Our price is competitive, RMB 1880 per person per day. Besides, we also offer complimentary breakfast and coffee break.G: OK. That is acceptable. We will take it. S: We will send you a reservation form and a prospectus about our meeting fac

35、ilities. G: That is so kind of you. Can you send them by fax? S: Yes, sir. May I have your name and your fax number? G: Mike Jin. M-I-K-E, J-I-N. My fax number isS: Mr. Jin. Your fax number is We will make it at once. G: Thank you so such. Goodbye. S: Goodbye, Mr, Jin. Th

36、ank you for your call. Listen to the conversation and discuss the following questionslWhat type of booth does the customer suggest?1) Peninsula booth.lHow would the planner like the decorating of the booths?2) Good draping. Staff: Good morning, Mr. Milton.Guest: Good morning, Miss Peng. How are you

37、with the setting-up of booths.Staff: We have just finished the space assignment. Now Ive just got something urgent to talk to you. Guest: Tell me, please.Staff: The booth number is so great that I have to say we cant make island booths. They take up so much space.Guest: Then what about peninsula boo

38、ths?Staff: That is what I want to suggest. They save more space, but there will still be some corner booths.Guest: I see. So leave enough space for the show office.Staff: Of course, we will. Where do you plan to locate it? Guest: Better put it near the entrance. By the way, what about the decorating

39、? I find no adequate decorator here in the city. Can you people handle it?Staff: I think our carpenters can take care of it. How would you like the decorating?Guest: For this tabletop display, we wish there to be good draping.Staff: No problem, Mr. Milton. Everything shall be ready by tomorrow after

40、noon. Would you come and see the work then.Guest: Yes, I will. See you then. 1. Mr. Adams is a meeting delegate. He is now at the Reception. As the convention staff, what would you do to receive him? a) First we should welcome the guest with the words Good morning, sir. Welcome to our Convention Cen

41、ter! b) Then we may ask him: Have you pre-registered, sir?. If he has, we just provide him with the meeting related materials; if not, we should help him to register.2. As the meeting concierge, what suggestions can you make to the exhibition organizer about the exhibition booths?a) As a qualified c

42、onvention staff, we may talk with the meeting planner about the space requirements, background music, decorations, and the tabletop display, etc.b) A typical suggestion could be like this: Sir, we have arranged an island booth, but we found out that it takes up too much room. So we suggest you make

43、it a peninsula booth. We could provide enough space for the show office. And the background music would be the modern Pop music you requested, to match the theme of this exhibition. Whats more, we have selected a nice draping in the colors you asked for to be used for the tabletop display. We are gl

44、ad to help you in any way. We will try our very best to make your exhibition successful and wonderful!3. The meeting planner Mr, Howard will hold an international business meeting, many meeting delegates are from America, they dont know Chinese. As the convention service manager, what should you pre

45、pare for the meeting? a) Because many delegates are from America, we need to arrange a simultaneous translation system or interpreter for them. Whats more, we also need an overhead-projector, hi-fi AV facilities, roving microphone, cordless headset receiver, etc.b) A clever idea would also be to ask

46、 students at the local university who are English majors to be at the party to assist with personal translation for guests. This would be a great experience for them (which means the hotel would not have to pay them), and it would be an excellent way to aid the foreign guests and make them feel welc

47、ome.4. After the meeting, the meeting planner, Mr. James, wants to hold banquet. As the convention staff, what could we say to make clear of the catering requirements of the meeting delegates? As a professional convention staff, we should pay attention to the following: Keep a neat, well-groomed app

48、earance Never put on too much make-up or wear too much jewelry Put on appropriate, professional clothing Have friendly and direct eye-contact with meeting delegates Never talk about inappropriate topics, such as: Tragic topics (disease, disasters, famine, etc.) Private matters (For example: in most

49、western countries it is impolite to ask someone how much money they earn.) Religious belief Politics, etc. Have proper body language and smile to welcome guests Address guests with proper titles, such as Sir, Madam, and Ms.a) Note:For western women, you use the title of “Mrs.” for a married women, “

50、Miss” for a single lady, and “Ms.” when you do not know if she is married or single. Since you probably will not know if the female guests are married or single, it is always best to address them as “Ms.” (pronounced: “Miz”).5. As convention service staff, what etiquettes should we have when receivi

51、ng the meeting delegates to make them feel they are easy and pleased? As convention staff, we should pay attention to the following parts: a)Be sure to let the groups lead planner know that you will do everything possible to accommodate any special needs of their guests. Whether these be dietary nee

52、ds, health concerns, religious beliefs (For example: Jewish people do not eat shellfish.), etc. You can assure the planner like this: Dont worry, sir. Well meet all our guests needs, whatever they may be.”b)Keep in mind that a special-need guest may be sensitive or embarrassed about their condition

53、or beliefs, so it may not be best to point it out or talk directly to them about it. Just be prepared to assist them if they ask for your help (For example: a person in a wheelchair may want to be treated just like any other guest, and not have the staff make a big deal about helping them.)6. If the

54、re is a meeting delegate who has religious belief or special condition of health status, how would you make the meeting delegates feel that your service is sincere and thoughtful? We can speak in this way: Dont worry, sir. Well meet all our guests needs whatever religious or state of health maybe. 7

55、. In convention service, what is called the follow-up? Is the the follow up a must? What is your opinion? l The follow-up is extremely important. By inquiring among the guests about their impression of the event, the hotel Convention Manager does three things:l He/she lets the guests know that their

56、 opinion is valued, and, therefore, they will be more likely to use your hotel and facilities again.l He/she has constructive feedback that will allow the staff to improve in any areas that need improvement.l The follow-up also allows the Convention Manager gauge the degree of success for the event.

57、 Whether or not a function is a success, is not determined by the staffs opinions- but only by the clients opinions.8. Mr. Thomas is the manager of Rose Hotel, he wants to invite Mr. Lee, the meeting concierge of Grand Hotel, to take part in Rose Hotel 20th anniversary celebration party. Can you wri

58、te an invitation letter for him? Dear Mr. Lee, The Rose Hotel would like cordially invite you to join our 20th Anniversary Celebration Party held on Dec 6. The party will be held in the Fontaine Bleu Hall in Rose Hotel at 18:00 p.m. on Dec. 6. The Rose Hotel staff could assure you that everything about this party is unique and impressive. We shall feel very honored if you could come and join us. Yours Truly,Sunny ThomasManager of Rose HotelMelbourne Exhibition and Convention Centre (MECC) Melbourne Exhibition and Convention C