客户服务(介绍房间设施;指路)综述

BellService

Thebellservicehasthemostfrequentcontactwiththeguests.Thebellmangreetstheguestsatthegate,deliverbaggageandshowsthemtotheirrooms,introducessomehotelfacilitiesandroomfacilities,andrunserrandsfortheguests,suchascallingtaxisandmailingaletter…takingthebaggagedownMainServicesGreettheguestatthegateEscorttheguesttotheroomIntroducetheroomfacilitiesHelptheguestwithluggageHelptheguestgetaroundthehotelGreettheguestatthegate

问候Goodmorning/afternoon/evening.WelcometoHolidayInn.行李MayIhelpyouwithyourluggage?Letmehelpyouwithyourluggage.Allowme,sir.Leaveittome.Letmecarryitforyou.Howmanypiecesofluggagedoyouhave?Isthereeverything,sir?I’llbringaluggagecart.ButfirstI’llshowyoutotheFrontDesk.Thisway,please.带客人到房间CanIshowyoutoyourroom?Youhavethreesuitcasesandonebriefcase.Isthatcorrect?MayIhaveyourroomnumber,please?Theelevatoristhisway.Afteryou,sir.(出电梯）Watchyourstep,sir.Andcomethisway,please.Hereweare.MayIhaveyourkeycard?MayIputyoursuitcaseshere?AnythingelseIcandoforyou?Ifyouneedanyhelp,pleaseletusknow.Enjoyyourstaywithus.向客人介绍房间设施房间内设施blindsmini-barsuitcasestandsafefridgebed-headconsoleTVcontrolradiocontrollightcontrolremotecontrolbuttonknobtelephone/internetsocketdocumentationfolderroomservicemenuhotelstationery“What’son？”guidesinkshaverpointbottleopener介词onover/aboveInfrontofattheendofbehindbetweenunderin/insideinthemiddleofnexttoontherightofontheleftofonthesideofoverhereisoverthereislistening请听服务人员向客人介绍房间设备，写出他所提到的房间的各个部分。

Describingpartsoftheroom

介绍房间内的各项设备

1.There’sadocumentationfolderonthetable.2.There’ssomehotelstationeryinsidethefolderanda“what’son?”guidetoHongkong.3.Overhereisthebed-headconsole.Overthereistheremotecontrol.Describingthefunctionofapieceofequipment

4.Ithasthreebuttons.ThebuttonontheleftistocontroltheTV.Theoneinthemiddleisfortheradio.Theoneontherightisforthelights.Theknobturnsitonoroff.TheknobswitchesbetweenTVandvideo.

Describingpartsoftheroom

介绍房间内的各项设备

5.There’sasmallfridgeunderthemini-bar6.Inthebathroomoverthesinkthere’sashaverpoint.There’ssshaverpointinthebathroom.7.onthesideofthedoorthere’sabottleopener.Helptheguestgetaroundthehotel

向客人指明酒店设施的位置

说明设施的位置

Ontheground/first/second/thirdfloorOnyourright/leftAttheendofthecorridor/halfwayalongthecorridorOverthere/hereOntheterrace

为客人指路

GostraightacrossthelobbyTakethelifttothethirdfloor.Turnleft/rightoutofthelift.Gostraightaheadoutofthelift.Listening1:为客人指路

(I:InformationClerk;G:Guest)G:Excuseme,couldyoutellmewherethe__________is,please?I:Certainly,sir.______________andthecoffeeshopis____________________.Youcan’tmissit.G:Thankyou.Whatabout_________?Where’sthat?I:The__________,sir?G:Yes.I:Ah,____________ison________floor.________outoftheliftandit’s_____________.G:Thankyouverymuch.I:You’rewelcome,sir.1theCoffeeShopGostraightacrossthelobbynexttotheliftonthelefttherestauranttheSkylightrestaurantthirdattheendofthecorridor.2theHealthCenterTakethelifttothethirdfloorGostraightoutoftheliftThehealthCenterisonyourright.BeautySalononthesecondfloorTurnoutoftheliftandit’sattheendofthecorridor.Listening3—为客人指路

G:Excuseme.C:Yes,sir?___________?G:Yes,where’s_________,please?Iknowit’sinthelobbysomewhere,butIcan’tfindit.C:___________,sir?It’sjust______________,sir.G:Ah,thankyou.Ididn’tseeitthere.C:You’rewelcome,sir.keyG:Excuseme.C:Yes,sir?CanIhelpyou?G:Yes,where’stheTourDesk,please?Iknowit’sinthelobbysomewhere,butIcan’tfindit.C:TheTourDesk,sir?It’sjustoverthere

nexttothestairs,sir.G:Ah,thankyou.Ididn’tseeitthere.C:You’rewelcome,sir.BaggageDeliveryTelephonetheBellCaptain’sDesk

接电话ThisistheBellCaptain’sDesk.MayIhelpyou?

客人要求行李搬运服务I’mgoingtocheckoutsoon,wouldyouaskabellmantopickmybaggage,please?询问房号Certainly,Sir.MayIhaveyourroomnumberplease?答应派人上来I’llsendabellmanimmediately.Couldyouwaitinyourroom,please?取行李行李员向客人说明来意I’vecomeforyourbags.细节Isthereanythingvaluableorbreakableinthem?交代Thisisyourclaimtag,Sir.We’llkeepyourbagsattheBellCaptain’sDesk.Couldyoupickthemupthereplease?practiceGuest:You’regoingtocheckout.Youtelephonetheroomservicetosendabellmantopickupthebaggage.Yourroomnumbe