饭店情景英语（第二版）课件：Business Center Telephone Service 商务中心和电话服务

MajorContents前厅BusinessCenter&TelephoneService商务中心和电话服务???BusinessServices

I.Leading-inBACKNEXT前厅BusinessServices

Nowadays,modernhotelscontinuallyintroducenewservicestandardsandthelatesttechnologytokeepupwiththefastchangingbusinessworld.Guestshavetheassuranceoffriendlyandhighlyprofessionalstaffcombinedwiththeadvantageofallthelatestbusinesssystems,inrooms,businesscenter,andsometimesthroughoutthehotel.I.Leading-inPREV.NEXT前厅ServicesprovidedintheBusinessCentreofteninclude:ComputerWorkstations(selfservice)计算机工作站(自助)Internetaccess互联网接入E-mailservices电子邮件服务Printing打印MSOffice2017微软办公软件2017OfficeServices办公服务Fax&Photocopying传真复印Transparencies幻灯片Scanning扫描Laserprinting激光打印I.Leading-inPREV.NEXT前厅ServicesprovidedintheBusinessCentreofteninclude:Zipdrive移动存储器SecretarialServices文秘服务WordProcessing文字处理Dataentry数据录入CDburner光盘刻录Express快递服务AdditionalServicesandAmenities其他服务和赠品Conferencetable会议桌WirelessInternetnetworkcard无线互联网卡I.Leading-inPREV.NEXT前厅ServicesprovidedintheBusinessCentreofteninclude:Tollfreehigh-speedInternetaccess免费高速互联网接入Officesupplies

办公用品Notecards

速记卡DailyNewspapers,e.g.USAToday,FinancialTimes每日赠报,如《今日美国》、《金融时报》Namebadges

姓名牌PlaceCards

标志卡(标明各个位置)TentCards

帐篷卡(指示各个会谈场所)I.Leading-inPREV.BACK前厅一、打字、复印、发传真服务程序II.WorkingProcedureBACKNEXT前厅一、打字、复印、发传真服务程序II.WorkingProcedurePREV.NEXT前厅WechargeRMB××yuanapageforcopying.复印××元一页。Forsendingoutinternational/domesticfax,wechargeRMB××yuanapage.发国际/国内传真每页××元。一、打字、复印、发传真服务程序II.WorkingProcedurePREV.NEXT前厅Inwhatletterformandformat?请问用什么字体和格式?Itmighttakeonehourorsotofinishit.Wouldyoupleasecomebackforitinanhour?大概要花一个小时才能完成。您一小时后来取好吗?Wouldyoupleaseproofreadit,soIcouldcorrectthemistakes?请您校对原稿以便我能修正错误好吗?Wouldyoulikemetoprintoutacopyforfine-tuning?您要预打一份来作调整吗?Hereisthecopyandtheoriginal.这是您的打印稿和原件。一、打字、复印、发传真服务程序II.WorkingProcedurePREV.NEXT前厅二、收传真服务程序II.WorkingProcedurePREV.NEXT前厅二、收传真服务程序II.WorkingProcedurePREV.NEXT前厅二、收传真服务程序II.WorkingProcedurePREV.NEXT前厅二、收传真服务程序II.WorkingProcedurePREV.BACK前厅(C:ClerkG:Guest)G:Hello.Isthereanyfaxforme?Myname’sRockwell.C:Wouldyoutellmeyourfullnameandroomnumberplease?I’llcheckforyou.G:MynameisCarlRockwell.Myroomnumberis2306.C:Thankyou.Onemomentplease.Mr.Rockwell.I’mafraidthere’snothingforyouatthemoment.G:OK.Look,couldyouphonemeinmyroomifafaxcomesin.C:Certainly,Sir.III.DialoguesBACKNEXT前厅Dialogue1G:Hello.Isthereanyfaxforme?Myname’sRockwell.C:Yes,wedohaveafaxfromtheU.S.forMr.Rockwell.MayIknowyourfullnameplease?G:It’sCarlRockwell.C:OK,Mr.Rockwell.Howareyougoingtopayfortheincomingfax?Bycashorsignthebill?G:I’llsignit.Thankyou.C:Thankyou,Mr.Rockwell.I’llputthatinyouraccount.Goodbyeandhaveaniceday.III.DialoguesPREV.NEXT前厅Or(C:Clerk

G:Guest)G:Excuseme.MayIphotocopyandtypesomedocumentshere?C:Sure,Sir.Howmanycopiesdoyouneed?G:Letmesee.10copiesforphotocopyingand5copiesfortypingplease.Bytheway,howdoyoucharge?C:RMB2yuanonepageforphotocopyingand10yuanonepagefortyping,Sir.III.DialoguesBACKNEXT前厅Dialogue2G:OK.Thatsoundsreasonable.C:Definitely,Sir.WouldyouliketowaithereorshallIsendthemtoyourroomlater?G:Thankyou.I’llwaitoutsideinthelobbybar.C:Gladtobeofservice,Sir.I’llcallyouwhenIfinish.III.DialoguesPREV.BACK前厅电话沟通技能Stepstofollow:(1)GREETCALLERGoodmorning.Goodafternoon.Goodevening.(2)IDENTIFYSELF ××Hotel,Operatorspeaking.Reception,Alicespeaking.Information,Jerryspeaking.Frontoffice,Wangspeaking.Reservation,Helenspeaking.IV.TipsforServiceBACKNEXT前厅IV.TipsforServicePREV.NEXT前厅(3)OFFERHELP CanIhelpyou?MayIhelpyou?(4)LISTENACTIVELY I’dliketomakeareservation.I’dliketospeaktotheaccountingdepartment.Isthereavideotonight?Myroomisverycold.(5)IDENTIFYCALLER MayIknowwhoiscalling,Madam?MayIhaveyournameandroomnumber,Sir?(6)STATEACTION&TIME Onemomentplease.Iwillputyouthroughtothefrontdesk.Holdonasecond,please.I’mconnectingyoutotheaccountingdepartment.Housekeepingwillbringituptoyouin5minutes.I’llcheckitoutandcallbackin5minutes.I’llhavetheengineergotoyourroomin5minutes.I’llasktheDutyExecutivetocallyoubackin10minutes.IV.TipsforServicePREV.NEXT前厅(7)LISTENACTIVELY Oh,good.Thankyou.(8)RESPOND&CLOSE You’rewelcome,Sir.Goodbye.IV.TipsforServicePREV.BACK前厅V.Words&ExpressionsBACKNEXTcontinualadj.接连的;持续的latestadj.最近的;最新的technologyn.应用技术 assurancen.保证;保险combinev.结合 advantagen.有利条件;优势;好处photocopyn.&v.复印(品) transparencyn.幻灯片scanningn.扫描 lasern.激光expressn.快递 前厅V.Words&ExpressionsPREV.NEXTdomesticadj.家的;国内的forwardv.发送;转交 formatn.格式proofreadv.校对 fine-tunev.调整originaln.&adj.最初的;原来的;原作;原件accountn.账目;账户 overseasadj.海外的;国外的operatorn.接线员;话务员minimumn.&adj.最小量;最低值;最小/少/低的