饭店情景英语（第二版）课件：Concierge 礼宾部

MajorContents前厅Concierge礼宾部???Whatdoesaconciergedo?I.Leading-inBACKNEXTConciergeserviceDutiesofguestserviceworkersoftenoverlap.Atagivenhotel,youmayfindthatthebellstaffalsotakesdoormantasks.Uponenteringaroom,theworkerisoftenexpectedtoexplaintheoperationsandfunctionsoftheservicesandfacilitiestotheincomingguest.Bellstaffalsomakesdeliveriestoroomsandrunmiscellaneouserrandsaroundthehotelgroundsasnecessary.I.Leading-inPREV.NEXTConciergesareexpectedtofulfill,asbestaspossible,whateverwantsorneedsaguestmighthave.Thismayinvolvereferringgueststonearbyrestaurantsornightclubs,bookingreservationsfortravel,orevenfindingareplacementforachild’streasuredteddybear.Ticketservicesincludegettingticketsfortheaterandspecialevents,includingsportingevents,concerts,opera,ballet.I.Leading-inPREV.NEXTOtherservicesmayinclude:Sightseeingtours(旅游观光)Airporttransfers(机场接送)Limousinerentals(轿车租赁)Touristinformation(旅游信息)Restaurantinformationandreservations(饭店信息及预订)Nightlifeinformation(夜间活动信息)I.Leading-inPREV.BACK接待客人入住II.WorkingProcedureBACKNEXT接待客人入住II.WorkingProcedurePREV.NEXTII.WorkingProcedurePREV.NEXTIsthereanythingbreakableinyourbaggage?请问包里有易碎物品吗?接待客人入住II.WorkingProcedurePREV.NEXTThefrontdeskisthisway,please.前台这边请。接待客人入住II.WorkingProcedurePREV.NEXTLet’staketheelevator.Thisway,please.我们乘电梯。这边请。Let’staketheelevator.Thisway,please.我们乘电梯。这边请。接待客人入住II.WorkingProcedurePREV.NEXT8.介绍酒店设施(1)。Sir,wehavesportsfacilitiesfordifferentitems,aswellassauna,outdoortenniscourt,mini-golf,bowlingalleys,nightclubwithlivefloorshow,anddiscothequeonthe3rdfloor.先生,我们有全套的运动设施,桑拿、户外网球场、迷你高尔夫球场、保龄球道,有节目表演的夜总会,在三楼有迪斯科舞厅。接待客人入住II.WorkingProcedurePREV.NEXT接待客人入住II.WorkingProcedure接待客人入住PREV.NEXTII.WorkingProcedure接待客人入住PREV.NEXTII.WorkingProcedure接待客人入住PREV.NEXTII.WorkingProcedure接待客人入住PREV.NEXTII.WorkingProcedure接待客人入住PREV.BACK(C:Concierge

G:Guest)C:Goodevening.Madam.CanIhelpyou?G:Yes,please.I’dliketoattendthefamousPekingOpera.Canyouhelpbook2tickets?C:Sure,Madam.I’drecommendLiyuanTheatrethen.Whenwouldyouliketogo?G:OK,pleasemakeitthisFridayevening,around8p.m..C:Isee.Theyoffer4classesoftickets,580￥,480￥,380￥,and280￥.WhatwouldyoulikeMadam?III.DialoguesBACKNEXTDialogue1TourDeskG:580￥please.C:OK.2PekingOperaticketsatLiyuanTheatre,8p.m.thisFridayeveningonDec.7,580￥class,amIright?G:Perfect.Thankyousomuch.C:It’smypleasure.Sothechargeis580￥*2plus××RMBbookingfee,totaling××￥RMB.Howwouldyouliketopay,Madam?G:Bycreditcard,please.C:Noproblem.WouldyousignherepleaseMadam? Andhere’syourinvoice.Haveaniceday!III.DialoguesPREV.NEXT(C:Concierge

G:Guest)C:Goodmorning,Mrs.Arthur.Howareyoutoday?G:Fine,thanks.I’mwonderingifyoucouldgivemesomesuggestionsaboutthingstoseeinShanghai?C:Certainly,Mrs.Arthur.Doyouhaveaplanfortoday?G:Notexactly.Whatcanyousuggest?C:Doyoulikevisitingplacesofhistoricalinterest/eatingbestShanghaifood/enjoyingclassicmusic/artworks?III.DialoguesBACKNEXTDialogue2SuggesttheBestinTownOrC:

Doyouliketogoshopping/gohiking/gotothemovie/theatre/zoo? Areyouinterestedinartsandcrafts/oilpainting/nightlifeinShanghai/Chinesecalligraphy/Chinesetraditionalopera/Chineseteaculture?G:Theyallsoundfinetome.III.DialoguesPREV.NEXTC:Well,thenyoucangotoXintiandi,whereyoucanfindfashionshops,designershops,themedrestaurants,coffeehousesorbars.AlsotheBundandOrientalPearlRadio&TVTowerarelandmarksofShanghai.Bothareworthvisiting.G:Ican’twait.Thankyousomuch.C:You’rewelcome,Mrs.Arthur.Enjoyyourtime.III.DialoguesPREV.BACK一、机票票务服务1.客人走近礼宾台,行李生/门童/其他服务人员应起立,微笑问好。Goodmorning/afternoon/evening,Sir.MayIhelpyou?

先生,早上好/下午好/晚上好!我可以帮您吗?2.说明订票费用。 Wechargeabookingfeeof××RMBforeachticket.

我们每张票收取××元订票费。3.详细询问客人房号、姓名、目的地和机票日期。MayIhaveyourroomnumber?请问您住哪个房间?IV.TipsforServiceBACKNEXTWouldyoumindputtingdownyournamehere?请在这里写下您的名字。Whereareyoudepartingfor?请问您到哪里?Atwhichdatewouldyouprefertodepart?您选择哪天离开?4.电话询问票务中心客人指定日期飞往指定目的地的航班详情。FlightNo.航班号;AirCarrier航空公司;PlaneModel机型;DepartureTime起飞时间;Price机票价格。IV.TipsforServicePREV.NEXT5.客人确认航班(Confirmtheflight)后,请其预付票款,告知取票时间。 WouldyoupleaseadvanceRMB××yuanfortheticket?

请预付××元票款好吗?6.填写商务中心收费单,请客人现付或签单。Wouldyouliketopaycashorsignthebill?请问您付现金还是签单挂账?7.请签单客人出示房卡,核对姓名。电话查询前台收银,确认挂账金额,并做好记录。MayIhavealookatyourroomcard?请出示您的房卡好吗?IV.TipsforServicePREV.NEXT8.如果客人付现金,则应通知行李员将现金和收费单传至前台收银。9.填写订票单,请客人在上联签名,发出下联。Pleasepresentthisreceiptwhenclaimingtheticket.

请在取票时出示收据。10.送票员到达,仔细核对航班号及客人姓名无误,交付票款。11.客人取票时,请其出示订票单下联并在下联上签名,核对上联签名无误,发出机票,收回取票联。12.填写票务服务记录,将订票单和收费单附后存档。IV.TipsforServicePREV.NEXT二、散客行李的处理—离店1.接到客人要求,询问房号、离房时间、行李件数及大小,判断是否使用行李车。MayIhaveyourroomnumber,Sir?请问您是哪个房间,先生?Atwhattimewouldyouliketocheckoutofthehotel?请问您计划几点离开酒店?Howmanypiecesofluggagedoyouhave,Sir?先生,请问您有几件行李?IV.TipsforServicePREV.NEXTIsthereanyheavybaggage?请问有重的行李吗?2.询问客人目的地,推销酒店车辆,按车辆出租程序处理。 Areyouleavingfortheairport/trainstation?Wouldyoulikemetoarrangeacarforyou?/Wouldyouliketotaketheairportshuttlebus?

请问您是到飞机场/火车站吗?我为您安排一辆车好吗?/您想坐机场巴士吗?3.到前台查询客人姓名,提前10分钟致电客房,请求出行李。MayIcomeuptocollectyourluggage?我可以上来为你提行李吗?IV.TipsforServicePREV.NEXT4.离开前知会大堂副理提醒前台收银做好退房准备。5.进入客房前敲门三声,自报身份。 BellService,mayIcomein?

行李服务,我能进来吗?6.同客人确认行李件数。Arethere××piecesofyourbaggage,Mr.××?××先生,您的行李是××件吗?7.引领客人到前台收银结账(程序同散客入住)。IV.TipsforServicePREV.NEXT8.把行李放置于行李台,系上行李牌(LuggageTag)。9.客人结账完毕,送客人出酒店大门。帮客人装行李上车,再次确认行李件数,牢记车牌号。10.替客人开车门,一手护顶,礼貌道别。 Mr.××,thankyouforstayingwithus.Youarewelcomebackagain. ××先生,谢谢光临。欢迎下次入住酒店。11.完成散客行李登记表。IV.TipsforServicePREV.NEXTPREV.BACKV.Words&ExpressionsBACKNEXTbellstaff行李生operationn.操作deliveryn.投递;传送 miscellaneousadj.混杂的;杂项的runerrand跑腿做事 conciergen.礼宾replacementn.替代品 treasuredadj.珍爱的;珍藏的teddybear泰迪熊(玩具) sightseeingn.观光;游览V.Words&ExpressionsBACKNEXTlimousinen.豪华轿车 liveshow现场表演discothequen.迪斯科舞(厅) cuisinen.烹饪;饭菜placesofhistoricalinterest历史景点 classicmusic古典音乐artworkn.艺术作品 gohiking徒步旅行calligraphyn.书法

artsandcrafts手工艺品V.Words&ExpressionsPREV.BACKVI.Exercises1.Trans