饭店英语视听说课件

Unit1ReservationistsUnit1ReservationistsPartASeeingPartBListeningPartCOralPracticesDrill1TechnicalTermsDirection:Inthispart,youwillseesometermswithdefinitiononthescreen.Readthesetermscarefullyandthenwritedownthedefinitionforeachterminthespaceprovided.Unit1PartASeeing1.Reservationdepartment2.Deskclerk3.Payment4.Extensionofstay5.ModificationsUnit1PartASeeingUnit1PartASeeingDrill2Direction:Inthispart,youwillseeapassageonthescreen.Readitcarefullyandwritedownthemainideaofeachparagraphinthespaceprovided.TypesofReservations1.2.3.4.Unit1PartASeeingDrill3Direction:Inthispart,youwillseeapassageonthescreen.Readitcarefullyandchoosethebestanswerforthequestionsgiven.TheReservationDepartment1.Whateverthemethodsofprocessingreservation,theirultimatepurposeis（）.A.todefinereservationB.tocatertoguestsC.toraiseoccupancyrateD.Noneoftheabove2.Aregisteredguest,whoisleavingforanothercitynextday,shouldreservetheroomforthenighttherethrough（）.A.tollfreelinesB.mailpostcardrequestC.telexD.propertytopropertyreservation3.Aclientintheregioncanarrangeforhotelaccommodationbymeansof（）.A.intersellagenciesB.callinghotelrepresentativesC.directtelephoneD.tollfreetelephone4.Anoverseasguestusuallyreservearoombyusing（）.A.telexB.directcallC.propertytopropertyreservationsD.tollfreecallUnit1PartASeeingUnit1PartBListeningDrill1Direction:Inthispart,youwillhearapassage.Itwillbereadtwice.Listencarefullyandfillinthebracketswithwhatyouhear.AppearanceGuidelinesAhotelreservationsagentisan

integralpartofhoteloperations.Guestsreceivetheirfirstimpressionofthe

atthetimeofreservation.Therefore,reservationsagentsmustbecourteous,knowledgeableandinformative.Uniformsare

atupscaleestablishments(高档酒店)andmostotherproperties.Outfitsmaybesuppliedandcleanedbythehotelitself,oragentsmayberequiredtopurchaseandtendtotheirownuniforms.Inadditiontoaskingemployeesto

,mostpropertiesenforcestrictappearancerequirements.Visibletattoos,extremehairstylesandexcessivejewelryareusuallyprohibitedunlesstheyarepartofahotel’s

.Theserulesensurethatagentsappearfriendlyandapproachabletoeventhemostconservativeofguests.Unit1PartBListeningDrill2Direction:Inthispart,youwillhearapassage.Itwillbereadtwice.Listencarefullyandfillintheblankswiththeinformationyouhear.ReservationsManager1.Therecruitinghotelislocatedin

.2.Thehotelisrecruitinga

.3.Thecandidateshouldbeconfidenttointeractwith

.4.Theidealcandidateshouldbe

todealwithpeopleatalllevels.5.Onlythosewholivewithin

toCentralLondon.Unit1PartBListeningDrill2Direction:Inthispart,youwillhearadialogue.Itwillbereadtwice.Listencarefullyandwritedownyouranswersinthespaceprovided.Unit1PartBListeningDrill3ADealingwithaReservationMixup(clerk［A］isnowreceivingalady［B］atthereservationdesk.一位预订部员工正在预订处接待一位女士。)1.Whatkindofroomdidtheladybook?2.Howlongwilltheystay?3.Wheredidtheladymakethereservation?4.Whycan’ttheladyhavearoominthehotel?5.Wherewilltheladyandherdaughterstay?Unit1PartBListeningDirection:Thefollowingisahotelad.Workinpairsandsumupthequalificationsrequired.Drill1Unit1PartCOralPracticeHotelReservationAgentsJOBREQUIREMENTS:BasicexperiencewithMicrosoftOffice;Excellentcommunicationskills;Previouscustomerservice,callcenterorhotelexperience;BilingualinEnglish/Spanishaplus;Experiencewithsoftwarerelatedtothetravelindustry,suchasSabre,Worldspan,Apollosystems,etc.Unit1PartCOralPracticeBENEFITS:Weofferunprecedentedbenefitstoouremployees.Inadditiontoafantasticsalarybaseandcompensationplanforallofourpositions,weoffer:Excellentcareerpath;Healthcareplan;Longtermandshorttermdisability;Lifeinsurance;Plus,weworktomaintainthebestpossibleenvironmentforouremployees,wherepeoplecanlearnandgrowwiththecompany.Westrivetoprovideacollaborative,creativeenvironmentwhereeachpersonfeelsencouragedtocontributetoourprocesses,decisions,planningandculture.Direction:Workinpairs,readthecoverletterandlistouttherequirementsfortheopening.Drill2Unit1PartCOralPracticeHiringManagerCityscapeHotel10NapoleonBlvd.AnyTown,USA99999DearMr.Archer:IamanexperiencedhotelemployeeoffiveyearswiththeMotel9chain.Therefore,I’mwritingthiscoverlettertoapplyfortheopeningatyourhotelforaseasonedandtrainedhotelreservationists,whichIsawonJobBankUSA.com.Unit1PartCOralPracticeIespeciallyenjoyworkingwithpeople,meetingtheirneedswhileaguestinthehotel,enteringguestrelateddataintothecomputer,answeringquestions,andbeingamodelofexcellentcustomerservice.AreyouavailabletomeetinpersontodiscusswhatIcanbringtothisjobandsoIcanhearofyourexpectationsofthehotelreservationistsyouhire?Ifso,pleasephonemeat777-777-7777sowecanarrangeadateandtimethatsuityourschedule.Sincerely,WalterHastingsEnc:resumeandcoverletterUnit1PartCOralPracticeDirection:Pleasemakeupadialogueaccordingtothesituationprovided.Drill3Unit1PartCOralPracticeSituation:MissLi,aclerk,isnowreceivingMr.Smith,aBritishvisitor,atthereservationdeskoftheInternationalHotel.Mr.SmithtellsMissLihissecretarybookedadoubleroomforthreedaysforhimtwoweeksagoathome,butMissLihasfoundthattheyhavenorecordofhisreservationbychecking.Obviouslythereisareservationmixup.Howcanshedealwiththeproblemproperly?Direction:Pleasemakeupadialogueaccordingtothesituationprovided.Drill3Unit1PartCOralPracticeDirection:Pleasemakeupadialogueaccordingtothesituationprovided.Drill3Direction:Pleasereadthepassageandlistoutthequalificationsyouhave.Drill4Unit1PartCOralPracticeHotelReservationsAgentsWorkingConditionsandSchedulingMosthotelreservationsagentsperformtheirworkinlobbies,whichareusuallyclean,temperaturecontrolled,welllit,safeandcomfortable.Ofcourse,thereareexceptions.Agentsemployedbyhotel—casinosmaybeexposedtosmokefilledenvironments.Largerorganizationsmaystationreservationagentsincallcentersandhavethemworkinsidesmallcubicles(狭小的空间)andworkstations.Hotelreservationsagentsworkinacallcenterenvironment.Thejobmaybelocatedinsideofthehoteloratadesignatedcallcenter.Thejobrequiressittingforextendedperiodsoftime.Unit1PartCOralPracticeSellingHotelRooms1.Trainonsite.ThereareaccreditingschoolsthatofferhotelsalestrainingsuchastheUniversityofPhoenix,buttrainingonsitewillofferabetterunderstandingofthehotel.Thiswillgiveyoucompleteknowledgeaboutthehotelandtheirreservationsystem.Onsitetrainingwillprovideyouwithallthehotelinformation,includingtheroomrates,packagesandroomdescriptions.2.Provideexcellentcustomerserviceforeachguestwhocalls.Giveeachguestrespectandcourtesyandspeakinaprofessionalmanner.Smilewhenyouaretalkingtoguests,whetherinpersonoronthephone,asthiswillhelptobuildarelationship,whichcouldleadtosales.3.Quicklyidentifytheguest’sneedsanddesiresforherreservation.Listencloselytowhattheguesttellsyouandmatchherneedstoahotelroom.Forexample,shemayrequestagroundfloorroomoronewitharefrigerator,oraroomwithanoceanview.However,ifthatroomisnotavailableoffer,acompromisebasedontheinformationthatyouhavereceivedfromtheguest.Unit2FrontOffice&DeskClerkPartASeeingPartBListeningPartCOralPracticesDrill1TechnicalTermsDirection:Inthispart,youwillseesometermswithdefinitiononthescreen.Readthesetermscarefullyandthenwritedownthedefinitionforeachterminthespaceprovided.Unit2PartASeeing1.Frontoffice2.Deskclerk3.Receptionist4.Checkin5.PMSDrill1TechnicalTermsDirection:Inthispart,youwillseesometermswithdefinitiononthescreen.Readthesetermscarefullyandthenwritedownthedefinitionforeachterminthespaceprovided.Unit2PartASeeingDrill2

Direction:Inthispart,youwillseeapassageonthescreen.Readitcarefullyandwritedownthemainideaofeachparagraphinthespaceprovided.Unit2PartASeeingDeskClerks1.2.3.Drill3

Direction:Inthispart,youwillseeapassageonthescreen.Readitcarefullyandwritedownyouranswerstothequestionsgiven.Unit2PartASeeingTheFrontOffice1.Howmanyfunctionsdoesthefrontofficeplay?2.HowlongdoesaguestneedtowaitatthefrontdeskforcheckininMarriottnow?3.Whenisnightauditusuallydone?4.Howtomeasurethesuccessofahotel?5.Whatcanbeusedtodecreasetheriskofavacantroomfollowingcheckout?Unit2PartBListeningDrill1Direction:Inthispart,youwillhearapassage.Itwillbereadtwice.Listencarefullyandfillinthebracketswithwhatyouhear.CheckinAthotels,checkinisnormallyrequiredinorderto

andprovideacreditcardguaranteetocoverpotentialcostssuchas

forthedurationofthestay.Thehotel’s

indicatesthetimefromwhichthehotelstartschargingfortheday.Ifanybodywantsto

beforethehotel’scheckintime,thehotelchargesforoneadditionaldayandconsidersitaspreviousdaystay(ascomparedtooccupyingthehotelroomafterthecheckintime).Mosthotels,however,can

alittlebuffertimerequest(typically30-60mins)bythecustomers,withoutanyadditionalcharge(附加费),ifonewishestotaketheroombeforethecheckintime.Unit2PartBListeningForthemost

ofhotelroomoccupancy,thecustomershouldtrytoreachatabouthotel’scheckintimeandleaveorhandoverthehotelroomataboutthehotel’s

,butitmaynotbealwayspracticalbecausethecustomer’sarrivalanddeparturetimeofflightsmaynotalignwiththehotelcheckinandcheckouttimeandforotherreasons.Drill1Unit2PartBListeningDrill2Direction:Inthispart,youwillhearapassage.Itwillbereadtwice.Listencarefullyandcompletethestatementswithwhatyouhear.LiveRemoteReceptionist1.

canbedonebyanAutomatedattendant.2.

,andbeadeptincourtesy,tactanddiplomacyareconsideredahotel’simage.3.Businesshireliveremotereceptionistsbecauseofthedevelopmentin

.Unit2PartBListeningDrill3Direction:Inthispart,youwillhearapassage.Itwillbereadtwice.Listencarefullyandcompletethequestionswithwhatyouhear.HowDoYouLiketoPay?(Mr.StonescomestothereceptiondeskofRoseHotel.Areceptionistischeckinginhim.斯登斯先生刚到蔷薇酒店。一位前台接待员正在为他办理入店手续。)1.WhatkindofroomdidMr.Stonesbook?2.Howdidheconfirmthereservation?3.HowdoesMr.Stonespay?4.WhatkindofcreditcarddoesMr.Stonesuse?5.Whichroomisheassigned?Direction:Workinpairs.ReadtheHotelReceptionistJobProfileandDescription,andtellyourpartneryourCAN’sandCAN’Ts.Drill1Unit2PartCOralPracticeHotelReceptionistJobProfileandDescriptionAHotelReceptionistjoboutlookinvolvesdealingwithguestsonadailybasis.Asyouworkonthisfieldyouwillcheckinandoutguests.Takereservationsaspartofadministrationworkandofferingvaluableinformationregardingaccommodationandservices.DutiesandResponsibilitiesAhotelreceptionistjobdutiesandresponsibilitiesarethefollowing:Receivingandregisteringguestsasthearrive;Controladvancebookingandreservations;Receivemailsanddirectthemtotheguestsinthehotel;Unit2PartCOralPracticeReceivethepaymentforaccommodation;Allocationofrooms;Compilationofguestbills;Storageofrecords;Handlingofclienttaxirequests;Safekeepingofclientvaluables;Handlingguestrequestslikeprovidingextrabeddingsorofferingacertainkindoffood.SkillsandSpecificationsTobeabletoworkwellinthisfield,ahotelreceptionistjobskillsandspecificationsbelowareneeded:Welcomingtoguests,friendlinessandahelpfulattitude;Abilitytouseacomputerandbefamiliarwithvarioussoftware;Beorganizedandshouldbeabletomultitask;Haveasmartoutwardappearanceandcheerfulattitude;Havethelovefordealingwithclientswithoutbeingirritable;Haveaprofessionaldemeanoratalltimes;Abilitytohandletoughandchallengingsituationswhilecalm;Abilitytoworkforlonghoursandattimesovertheweekendswithoutmuchrest.EducationandQualificationsToworkasahotelreceptionist,youneedtopossessahighschooldiplomaorequivalentqualifications.Unit2PartCOralPracticeUnit2PartCOralPracticeUnit2PartCOralPracticeDirection:Readthecheckinprocedureandtrytomakeadialogue.Drill2Eventhemoststraightforwardthinghasarundown.Herearethedetailedstepsaboutawholeprocedureofhotelcheckin.StepOne—Locatethehotel’smainlobbyandfrontdesk.Theyareusuallylocatedattheentranceofthehotel.Or,theremustbesignsthatleadyouthere.StepTwo—Showvalididentificationifyouhavereservedroomsalready.Normallyyouhavetopaytheroomratesbeforehand.Ifyoudon’thaveareservation,inquireaboutroomsavailableandbookonewithstaffthere.StepThree—Thenyoumusthavethehotelkeyfromreservationdesk.Askthestaffifyouhavenoideaofthedirectiontoyourroom.Or,youmaybeluckytobeescortedtoyourroomandthestaffmaygiveashorthotelandroomexplanation.Alsoyouwouldgetluggageporterservice.Ofcourse,thosewillinvolveasmalltip.So,that’sthewholeproceduresofhotelcheckin.Straightforwardandtotallyhasslefree.Aneasystartofanicestay.Unit2PartCOralPracticeDirection:ReadthepassageonAchievingCustomerSatisfactionandsumupthetipsfordoingit.Drill3AchievingCustomerSatisfactionHotelbusinessiscustomeroriented.BusinesssuccessattheexampleofHyattHotelsCorp.anddiscusstheimportanceofinnliesinthefactthatcustomerneedsmustbeunderstoodandsatisfied.Lookovativeanddiversifiedproductsandservicesinachievingcustomersatisfactionandseewhatyoucanaddtoit.HyattHotelsCorporationischaracterizedbyadecentralizedmanagementapproach,whichgivestheindividualgeneralmanageragreatdealofdecisionmakingpower,aswellastheopportunitytostimulatepersonalcreativityand,therefore,differentiationandinnovation.Unit2PartCOralPracticeThedevelopmentofnovelconceptsandproductsisperhapsthekeytoHyatt’soutstandingsuccess.Forexample,the1967openingoftheHyattRegencyAtlanta,Georgia,gavethecompanyinstantrecognitionthroughouttheworld.Customerswerelikelytostareinaweatthetwentyonestoryatriumlobby,theglasselevators,andtherevolvingrooftoprestaurant.Theproperty’sinnovativearchitecture,designedbyJohnPortman,revolutionizedthecommonstandardsofdesignandspacing,thuschangingthecourseofthelodgingindustry.Theatriumconceptintroducedthererepresentedauniversalchallengetohotelarchitectstofacethenewtrendofgrand,wideopenpublicspaces.Afurtherpositiveaspectofthedecentralizedmanagementstructureisthefactthattheindividualmanagerisabletobeextremelycustomerresponsivebydevelopingathoroughknowledgeoftheguests’needsandtherebyprovidingpersonalizedservice—fundamentaltoUnit3DoormanPartASeeingPartBListeningPartCOralPracticesDrill1TechnicalTermsDirection:Inthispart,youwillseesometermswithdefinitiononthescreen.Readthesetermscarefullyandthenwritedownthedefinitionforeachterminthespaceprovided.Unit3PartASeeing1.Doorman2.Bouncer3.Metaldetectors4.Baggage5.BaggagetagsUnit3PartASeeingDrill1TechnicalTermsUnit3PartASeeingDrill2Direction:Inthispart,youwillseeapassageonthescreen.Readitcarefullyandwritedownthemainideaofeachparagraphinthespaceprovided.Unit3PartASeeingABouncer1.2.3.4.Drill3

Direction:Inthispart,youwillseeapassageonthescreen.Readitcarefullyandwritedownyouranswerstothequestionsgiven.Unit3PartASeeingTheFunctionsofaDoorman1.Whatkindofpeoplewillnotbeallowedtogetintoahotel?2.Whydodoormeninsomeclubsusemetaldetectors?3.Whatalsodoesadoormandoexceptcontrollingaccess?4.Whatistheextrademandonanightclubdoorman?Unit3PartBListeningDrill1Direction:Inthispart,youwillhearapassage.Itwillbereadtwice.Listencarefullyandfillinthebracketswithwhatyouhear.ADoormanAdoorman(alsocalled

inUKEnglish)isanindividualhiredtoprovidecourtesyandsecurityservicesata

.Theyareparticularlycommoninurbanluxuryhighrises.Ataresidentialbuilding,adoormanisresponsiblefor

andscreeningvisitorsanddeliveries.Hewilloftenprovideother

suchassigningforpackages,carryingluggagebetweentheelevatorandthestreet,orhailingtaxisforresidentsandguests.InNewYorkCity,

areunionized.Theylastwentonstrikein1991,andanotherstrikewasnarrowlyavertedin2006and2010.IntheUnitedStates,civilliabilityand

relatedtotheuseofforcebybouncersare“thehighestpreventablelossfoundwithinthe(bar)industry...”andothercountrieshavefoundsimilarissuesrelatedto

offorce.Studiessuggestthatoneofthereasonsthatsomebouncersemphasize

istheirselfimageasastronglymasculinegroup,whichrequiresthemtorespondtoaggressionin

.Inmanycountries,federalorstategovernmentshavetakenstepsto

byrequiringbouncerstohavetraining,licensing,and/oracriminalrecordsbackgroundcheck.Unit3PartBListeningUnit3PartBListeningDrill2Direction:Inthispart,youwillhearapassage.Itwillbereadtwice.Listencarefullyandcompletethestatementswithwhatyouhear.TheStereotypeofBouncersInthe1990sand2000s,increasedawarenessoftherisksoflawsuitsandcriminalcharges,especiallyintheUnitedStatesandindustrializedworld,haveledmanybarsandvenuestotraintheirbouncerstousecommunicationandconflictresolutionskillsratherthanbruteforceagainsttroublemakers.However,theearlierhistoryoftheoccupationsuggeststhatthestereotypeofbouncersasrough,tough,physicalenforcershasindeedbeenthecaseinmanycountriesandculturesthroughouthistory.Historicalreferencesalsosuggestthatthe“doorman”functionofguardingaplaceandselectingwhocanhaveentrytoit,couldattimesbeanhonorificandevolveintoarelativelyimportantposition.Unit3PartBListeningInmanycountries,abouncermustbelicensedandlackingacriminalrecordtogainemploymentwithinthesecurity/crowdcontrolsector.Insomecountriesorregions,bouncersmayberequiredtohaveextraskillsorspeciallicensesandcertificationforfirstaid,alcoholdistribution,crowdcontrol,orfiresafety.1.Inhistory,bouncersareregardedas

,tough,

enforcer.2.Manycountriesrequirea

frombouncerwithinthesecuritysector.3.Insomecountries,abouncershouldbespecializedin

,alcoholdistribution,crowdcontrol,or

.Unit3PartBListeningDrill3Direction:Inthispart,youwillhearaconversation.Itwillbereadtwice.Listencarefullyandchoosethebestanswerforthequestionsgiven.(AtaxistopsattheentranceofRoseHotel.Adoormanstepsforwardtoopenthedoorfortheguestandhelpwiththebaggage.一辆出租车在酒店大门外停下来，一位门童走过去为客人开门，帮助客人清点行李。)1.Howmanypiecesofbaggagedoesthedoormanthinktheguesthave?

A.2B.3C.4D.52.Howmanypiecesofbaggagedoestheguestactuallyhave?A.2B.3C.4D.5Unit3PartBListening3.Howmanysuitcasesdoestheguesthave?A.1B.2C.3D.44.Wherecantheguest’slostsuitcasebemostprobablyfound?A.Attheguest’shome.B.Attheairport.C.Ontheplain.D.Onthetrain.5.Whatisneededtogettheguestlostsuitcaseback?A.Hispassport.B.HisIDcard.C.Hisbaggagetag.D.Hisroomkey.Unit3Direction:Workinpairs,readtheNightPorterJobProfileandDescription,andtellyourpartneryourCAN’sandCAN’Ts.Drill1PartCOralPracticeNightPorterJobProfileandDescriptionAnightporterisgenerallyresponsibleforthesmoothoperationandrunningofthehotelnottomentionensuringutmostsecurityofthehotelandreceptionarea,duringthenight.Thiscaninvolveacoupleofthingsbasedonthesizeofthehotel.Itrequiresonetobequiteenthusiasticandefficient,andpossessagreatdealofenergy.DutiesandResponsibilitiesNightporterjobdutiesandresponsibilitiesrangefrom:Lookafterthehotelsecurityandguestwelfareatnight;Collectacopyoftheguestlistfromthereceptionist;Tomanthereceptionistandbeavailablethroughoutthenightduty;Providingguestservicesatthereceptionbetweenthehoursof11pm.to7am.;Unit3PartCOralPracticeCleanandrestocktheshelvesandthecoffeemachinesincasetheyrunempty;Ensurealltheareasespeciallypublicwashroomsarekeptcleanandtidythroughouttheshift;Ensurealldeliveries,beitmail,messagesordeliveriesaremadetotheguest’srooms.SkillsandSpecificationsNightporterjobskillsandspecificationsarethefollowing:Computerliteracy;Greatinterpersonalskills;Goodcommunicationskills;Goodnegotiatingskillsasshouldtheclientswishtomakepurchasesinthenight,hewillhavetosourceitforthemorshouldthehotelstockit,he’llberequiredtosellitatagoodprice.EducationandQualificationsThispositionrequiresonetohaveahighschooldiplomawithacollegecourse,oranycombinationofworkandschoolexperiencethatwouldbeequivalent.Unit3Direction:ListentothesongDoorman,trytotellyourpartnersthestory.Drill2PartCOralPracticeDoormanyougotanattitudeYalikeimmigrationinacheapersuitYou’dlikenothingmorethantobreakmyfaceNorhymenoreasonnocolororraceYou’dliketothrowmeoutonthestreetItain’tmyfaultthatyoucan’treadYoulooklikeamonkeyscowlingatme(oohoohaahaah)Wellsuckmybanana,suckitwithcream‘CauseallIwanttodoIsgetclosertoyou‘CauseallIwanttodoIsmakeamessoutofyouUnit3PartCOralPracticePromotionforyouistostampmywristIfyou’reagoodboyyagettheguestlistYadon’tlisten,don’tthink,nomindofyourownYourjobisprevention,butyoujustprovoke‘CauseallIwanttodoIsgetclosertoyou‘CauseallIwanttodoIsmakeamessoutofyou‘CauseallIwanttodoIsgetclosertoyou‘CauseallIwanttodoIsmakeamessoutofyou资料来源：/music/Stereophonics?l=0Unit3PartCOralPracticeDirection:Workinpairs.ReadthepassageonBouncersandsumupthedifferences.Drill3CaseinpointCanadaInCanada,bouncershavetherighttousereasonableforcetoexpelintoxicatedoraggressivepatrons.First,thepatronmustbeaskedtoleavethepremises.Ifthepatronrefusestoleave,thebouncercanusereasonableforcetoexpelthepatron.Thishasbeenupheldinanumberofcourtcases.Underthedefinitionof“reasonableforce”,“itisperfectlyacceptable(forthebouncer)tograbapatron’sarmtoremovethepatronfromthepremises.”However,“Onlyinsituationswhereemployeesreasonablybelievethattheconductofthepatronputsthemindangercantheyinflictharmonapatronandthenonlytotheextentthatsuchforceisnecessaryforselfdefense.”Unit3PartCOralPracticeInAlberta,barandnightclubsecuritystaffwillhavetotakeanew,governmentruntrainingcourseoncorrectbouncerbehaviorandskillsbeforetheendof2008.Thesixhour“ProTect”coursewill,amongothersubjects,teachstafftoidentifyconflictsbeforetheybecomeviolent,andhowtodefusesituationswithoutresortingtoforce.InOntario,courtshaveruledthat“atavernowesatwofolddutyofcaretoitspatrons.Itmustensurethatitdoesnotservealcoholwhichwouldapparentlyintoxicateorincreasethepatron’sintoxication.Aswell,itmusttakepositivestepstoprotectpatronsandothersfromthedangersofintoxication.”Regardingthesecondrequirementofprotectingpatrons,thelawholdsthat“customerscannotbeejectedfromyourpremisesifdoingsowouldputthemindanger(e.g.,duetothepatron’sintoxication).Barscanbeheldliableforejectingacustomerwhotheyknow,orshouldknow,isatriskofinjurybybeingejected.”Unit3PartCOralPracticeInOntario,bartendersandservershavetohavecompletedtheSmartServeTrainingProgram,whichteachesthemtorecognizethesignsofintoxicat