问讯处员工应掌握的信息范围

1、 Topic 7 Information Service Learning ObjectsnSs are required to get familiar with the basic knowledge that a staff working at an information desk should acquire.nKnow how to book a (planetrain) ticket for the guest. Background Information 问讯处员工应掌握的信息范围n问讯处员工需要掌握的信息范围很广。客人所提的问题，有些很容易回答，有些则不易回答，对于不能立

2、即解答的问题，问讯处员工应该通过查询资料或请教他人的方法给客人以答复，尤其要切记，在任何时候，都绝不能对客人说：“我不知道”。为更好的解答客人的疑问，问讯处应备有下列资料：A、飞机、火车等交通工具的时刻表、价目表及里程表。B、世界地图、全国地图、本省及本市的地图。C、旅游部门出版的介绍本国各风景名胜点的宣传册。Background InformationD、本酒店及本酒店所属集团的宣传册。E、电话号码簿。F、邮资价目表。G、酒店当日活动安排表。H、当地电影院、剧院的节目安排表。I、 当日报纸。Task PreparingnWatch a movie about booking a car. B

3、ooking a car .WMVTask Presenting nTranslate the following popular words into Chinese, and then these will help you deal with your learning tasks: cashiers deskaccounting deskcheck-out timeprice listcheck, chequeform luggage officepostponecanceltravelers cheque兑换处帐务处退房时间价目表支票表格行李房(动)延期(动)取消旅行支票 Task

4、PresentingnLearn the following sentences by discussing with your classmates.1). 史密斯先生，您准备用现金，还是用信用卡付款？2). 对不起，请您填一下护照号码，好吗？3). 请问夫人，您事先向我们预定房间了吗？4). 对不起，先生。我们现在没有空房间。5). 如果您愿意的话，我可以帮您打电话问问国际饭店是否有空房间。 Task PreparingActivity 1: ListeningTape script:A: Good afternoon. Can I help you?B: Is there any fli

5、ght to Beijing on July, 4th?A: Let me see. Yes, there are two flights: one is 8 oclock in the morning, the other is 5 oclock in the afternoon. B: Id like to book the 8 a.m. flight. A: Ok. May I have your passport, please?B: Here you are.A: All right. First class or economy class.B: Economy class.A:

6、And a window seat or an aisle seat?B: A window seat, please. How much is it, please?A: One thousand six hundred and eighty yuan. Task PreparingnListen to the dialogue again and repeat, paying attention to the fluency and tone of your voice. Task CompletingRole-playnAsk Ss to work in pairs about this

7、 topic, one for guest, and another for hotel employee, finish the task of serving the guest who wants to book an air ticket.n SamplePart One: Booking Air Tickets (G = Mr. Graham， C = Clerk)G: Good afternoon. Could you do me a favor?C: Its a pleasure, Mr. Graham. What is it?G: Im leaving for Shanghai

8、 the day after tomorrow.C: Thats August 8, isnt it?G: Thats right.C: Are you going there by train or by plane? Task CompletingG: By plane, of course. Planes are much faster than trains. How many flights are there to Shanghai every day?C: There are four flights every day. The planes take off at about

9、 7:00 a.m., 10:00 a.m., 4:00p.m. and 10:00p.m. respectively.G: Ill take 10:00 a.m. plane, then. That suits me perfectly. Will you kindly book two tickets for me?C: Certainly, Mr. Graham. Would you please fill in this form?G: All right. Shall I pay cash now?C: Yes, please pay 800 yuan in advance.G: H

10、ere you are. By the way, when can I get the tickets?C: You can get them on the evening of August 7.G: Thatll be fine. Thank you very much.C: Dont mention it. Task CompletingnMr. David 想观看漓江剧院的演出，但是不知道地点，也不知道票价，何处买票，所以向酒店前台的李敏询问，李敏给他详尽的答复，并帮助定好票，安排出租车给客人来回。李敏预先把应该收取的费用都收好。n请你和你的同桌准备这个对话，并在班上表演。 Furth

11、er Development Watching the video, and try to solve the problem for the lady in the video. Information Management. WMV Assignment1.Ss are required to make up a dialogue about booking train ticket/ bus ticket/ air ticket for the guest.2.If it is possible, try your best to go to an information desk of a ho