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清华大学出版社ServiceEnglishinModernHotel现代酒店服务英语ChapterThreeConciergeDeskService礼宾部服务
ServicePosition服务岗位Inhotels,theConciergeDeskisapositionoftheFrontOfficeDepartment.Itismainlyinchargeoftheluggageandcarrentalservicesoftheguestwhostaysatthehotel.TheguestalwaysturnstotheConciergeDeskforhelpwhenhemeetssometroubleorwantstoenjoyhimselfduringhisstayatthehotel.ThereforetheserviceoftheConciergeDeskcangivetheguestthemostimportantimpressiononhotel’sfameandimage.
ConciergeDesk礼宾部luggage(n.)行李fax(n.)传真package(n.)包裹、邮包reserve(v.)预订travelagency旅行社dock(n.)
码头tourguide导游vehicle(n.)交通工具consign(v.)运送fame(n.)声誉scenicspots景点KeyWordsandExpressionsSkillsandAttainments服务技能与素养UnitFiveLuggageService单元5行李服务
ProcedureofService服务流程LuggageservicewhentheguestfirstlycomestothehotelLuggageservicewhentheguestisgoingtocheckout
ServiceConversation9WelcometotheGreatWallHotel
1.Howmanypiecesofluggagedoestheguesthave?2.Whentheguestcomestothehotel,whoserveshimfirst?3.Whatshouldabellboydowhentheguestcomestothehotel?Answerthequestionsaccordingtotheserviceconversation.Practice
ServiceConversation10IsItChargedorFree
1.Howdoestheguestdealwithhisluggageaftercheckingout?2.Whowouldservetheguestwithhisluggage?3.Willtheguestpayfortheluggagelook-afterservice?4.Whatinformationshouldtheguestprovidewhenhewantstocollectluggage?Answerthequestionsaccordingtotheserviceconversation.Practice
rental(n.)出租cozy(adj.)舒适的brochure(n.)手册emergent(adj.)紧急的fetch(v.)取来,拿来tag(n.)标签suitcase(n.)行李箱charge(v.&n.)收费KeyWordsandExpressions
PerformanceforService模拟演练TaskAGuestCardGuestname:TomSmithRoomnumber:Room1206Piecesofluggage:3Timeofkeepingluggage:1dayFeeofluggagelook-after:2yuan
Performtheconversationaboutluggagelook-afterserviceinpairsaccordingtothefollowingtwocards
PerformanceforService模拟演练ClerkCardGuestnameRoomnumberHowmanypiecesofluggage?Howlongtokeepluggage?Howmuchisthefeeofluggagelook-after?
PerformanceforService模拟演练TaskBMaryWhiteinRoom516ofBeijingHotelisgoingtocheckoutat12a.m.,butsheplanstovisitTianjinandreturnstoBeijingthenextday.Marydoesn’twanttotakesomanysuitcases,soshecallstheConciergeDeskaskingforluggageservice.TheclerkLilyintheConciergeDeskreceivesthecallandexplainsthedetailsaboutluggageserviceandthensendsthebellboyXiaopingtofetchMary’s4piecesofluggage.UnitSixCarReservationService单元6车辆预订服务
ProcedureofService服务流程CarreservationattheConciergeDeskProvideinformationaboutthecarreservation,suchastypeofcar,chargeofcarrental,etc.Askfortheguest’sinformation,suchastheguest’sname,roomnumber,typeofcar,destination,departureandreturntime,etc.Confirmtheguest’sinformation.Thanktheguestforcalling.
ProcedureofService服务流程CararrangementatthedoorAsktheguestwhetherhewantsataxi.Arrangeataxiwaitingatthegateofthehotel.Telltaxidriverthedestinationoftheguest.
ServiceConversation11CallingaTaxiattheHotelGate
Wherewilltheguestgo?Whatshouldthedoormandowhentheguestisleavingthehotel?Howshouldthedoormandealwiththeluggagethattheguesttakes?Answerthequestionsaccordingtotheserviceconversation.Practice
ServiceConversation12CarReservationattheConciergeDesk
1.Wherewilltheguestgo?2.Whenwilltheguestleavefromandreturntothehotel?3.Whatkindofvehiclewilltheguestrent?Answerthequestionsaccordingtotheserviceconversation.Practice
SUV(sport-utilityvehicle)(n.)运动型多功能车jeep(n.)吉普车charge(n.)收费、要价rent(v.&n.)出租rental(n.)出租fuel(n.)燃料reasonable(adj.)公道的,合理的KeyWordsandExpressions
Whenhandlingthecarreservations,usethepolitelanguage.车辆预订中注意使用礼貌服务用语。Askfortheguest’sinformation,suchastheguest’sname,roomnumber,kindofcar,destination,departureandreturntime,etc.询问客人的租车信息,如客人的姓名、房间号、车型、目的地以及往返时间等。Afterfinishingthecarreservation,makesuretoconfirmalloftheinformation.在完成车辆预订工作之后,一定要确认所有的信息。PointsofServicePerformance服务演练要点
PerformanceforService模拟演练TaskAGuestCardGuestname:TomSmithRoomnumber:Room1123Carrentaldate:August23Departuretime:6.amReturntime:
7.pmDestination:theGreatWallPersons:15Vehicletype:acoachwith20seatsWayofreservation:telephoneTelephonenumber:159****5036
Performanceinpairsaccordingtothefollowingtwocards.
PerformanceforService模拟演练ConciergeReceptionistCardGreettheguestNameoftheguestRoomnumberoftheguestTelephonenumberoftheguestCarrentaldateDepartureand
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