《现代酒店服务英语》Chapter3 礼宾部服务

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