饭店情景英语（第二版）课件：Telephone Manner 电话礼仪

TelephoneManner电话礼仪MajorContents酒店基础英语酒店基础英语???Whyneed?How?I.Leading-inBACKNEXT酒店基础英语1.Whyneed?Whenyoutalktoguestsonthetelephone,yourmannershouldnotbeanydifferenttowhenyoutalktotheminperson.Onlythistimeeverythingaboutyouandthehotelisconveyedthroughyourvoice.Tothecalleryouwillbethehotelandthewayyousoundwillnotonlytellhimhowyoudoyourjob,butalsothestandardsofefficiencyandcourtesyofthehotel.Youwillbetheonetogivehimhisfirstimpressionofthehotel.I.Leading-inPREV.NEXT酒店基础英语2.How?Thegeneralpatternforansweringthetelephoneis: 1)Answeritquickly—withinthreerings. 2)Greetthecaller.e.g.Goodmorning. 3)Identifythehotelorthedepartment. 4)Offerhelp. 5)Findoutwhatthecallerwants.I.Leading-inPREV.NEXT酒店基础英语2.How?

6)Makeanote. 7)Act—givethecallerananswerorreferhimtoacolleague. 8)Confirm. 9)Closethecall. 10)Followup.Remember,youshouldbecourteousatalltimesandspeakslowly,clearlyandaccurately.I.Leading-inPREV.BACK酒店基础英语(C:Clerk

G:Guest)C:Goodmorning,GardenHotel.MayIhelpyou?G:Goodmorning.Iwouldliketomakeareservationforadoubleroomforthe6thofJune.C:CertainlySir.MayIhaveyourname,addressandtelephonenumberplease?G:MynameisHenryWhiteandmyaddressis234CapeRoad,Stanley.Mytelephonenumberis540421.II.DialoguesPREV.NEXTDialogue1酒店基础英语(C:Clerk

G:Guest)C:Thankyou,Mr.White.That’sadoubleroomforthe6thofJune.AmIright?G:Thatiscorrect,thankyou.C:Thankyouforcallingandwelookforwardtoseeingyou.II.DialoguesPREV.NEXTDialogue1酒店基础英语(C:Clerk

G:Guest)C:Goodafternoon,BrookRestaurant.MayIhelpyou?G:Goodafternoon.Iwouldliketobookatablefortwo,for8o’clocktonight.C:CertainlySir.MayIhaveyournameandroomnumberplease?G:Yes,mynameisJackSmith,andmyroomnumberis933.II.DialoguesPREV.NEXTDialogue2酒店基础英语(C:Clerk

G:Guest)C:Thankyou,Mr.Smith.That’satablefortwo,for8o’clocktonight.Isthatright?G:That’scorrect.C:Thankyouforcalling,Mr.Smith,andwelookforwardtoseeingyouthisevening.II.DialoguesDialogue2PREV.BACK酒店基础英语inperson 亲自;当面

conveyv. 传播;传达efficiencyn. 效率

impressionn. 印象;感想refersomebodyto 使……求助于;指点

reservationn. 预订;预约lookforwardto 期待着……

followup 跟踪服务accuratelyadv. 准确地;正确无误地

III.Words&ExpressionsBACKNEXT酒店基础英语III.Words&Expressions1.Goodmorning/afternoon/evening.2.GardenHotel/FrontOffice/MayflowerRestaurant.3.MayIhelpyou?4.MayIaskwhoiscallingplease?5.MayIhaveyourroomnumberplease?6.MayIhaveyourname/address/telephonenumberplease?7.Whoiscallingplease?8.Yes,ofcourse.9.Yes,that’sfine.PREV.NEXTUsefulExpressions酒店基础英语III.Words&Expressions10.Certainly,Sir.11.Pleasewaitamoment,Sir.12.That’sadoubleroomforthe6thand7thofJune.13.That’satablefortwoat8p.m.tonight.14.That’stwospaghettis(意大利式细面条)andanorangejuice(果汁)forRoom839.15.That’sright.16.IsthereanythingelseIcandoforyou,Sir?17.Thankyouforcalling,Mr.Smith.Welookforwardtoseeingyou.18.Pleasedonothesitate(犹豫)tocallusagainifyouhaveanyotherproblems.PREV.BACK酒店基础英语IV.ExercisesReadthesampledialogueandthenpracticeinpairsaccordingtothegivensituations.BACK(C:Clerk

G:Guest)C:Goodmorning,bellservice.MayIhelpyou?G:Yes,Ihavetwosuitcases(手提箱;衣箱)tobetakendowntothelobby.Canyoucometo