酒店英语 课件 第六章客户服务

ChapterSix

GuestServices

客户服务Baseontheabovepassage,decidewhetherthefollowingstatementsaretrueorfalse.WriteTfortrueandFforfalse.

1.____________Thestaffmembershouldmaintaineyecontact,andpoiseinacausalposturewhilelisteningtotheguestcomplaints.2.____________Apologizingdoesnotmeanthefaultofthehotelstaff,butrepresentationonthebehalfofthehotel.3.____________Iftheinterimrequestcannotresolvetheguestcomplaints,thedeskclerkmaysuggestothermomentaryalternatives.4._____________Providedthatthemomentaryalternativesarenotacceptedbyetheguest,thedeskclerkshouldreferthismattertotheGeneralManagerimmediately.5.______________Repeatpatronagecanbeobtainedbypresentingtheguestwithextraamenities,service,upgrade,orevenandadditionalnight’sstay.Warmup预热练习

MatchthefollowingpictureswiththeirrelevantEnglishequivalent.

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()()Referencewords:atthecornerof,opposite,between,nextto,elevator,block报汇率人民币对美元的汇率是7.25比11USdollars=7.25yuanTherateis

sevenyuantwenty-fivetotheUSdollar.TheUSdollarstandsatsevenyuan,twenty-five.1英镑兑4.75林吉特1pound=4.75ringgitsThepoundstandsatfourringgits,seventyfive.Therateisfourringgits,seventyfivetothepound.Whatdoyoulikedoing?Doyoulikevisitingplacesofhistoricalinterests?Doyoulikeshopping?Iamsureyou’denjoyMIXC.YoucouldgotoDapengFortressWhydon’tyougotothebeach?Howaboutgoingtothebeach?Ifyoulikediningout,sir,therearesomegoodrestaurantsinXiangmihu.Abouta15-minutetaxiridefromthehotel.A（time）bus/taxi/trainride这个短语搭配可以表示路程的大概时间A15-minutetaxiride15分钟的的士车程A20-minutebusrideIamsureyou’denjoyYoucouldWhydon’tyouIfyoulike…,thereis/areMight/couldMust一定Youmustseethenewfilm!RecommendWhatdoyourecommend?Canyourecommendsomething?

CorridorAcrossOutofAttheendofAheadNexttoGostraightTurnleft/rightCrosstheroadLobbyTourdeskTrafficlightTerrace大堂穿过马路穿过adv.旅游咨询台红绿灯在。。。旁边在。。。尽头从。。。出来直走阳台在。。。前面转左/右走廊问路句型Canyoutellmehowtogetto…(thebusstation)Couldyoutellmewherethe…(coffeeshop)is英式说法Lobby/groundfloorFirst

floorSecondfloor直走穿过大堂Gostraightacrossthelobby在走廊的尽头Attheendofthecorridor出电梯左转Turnleftoutofthelift往前直走（一直向前走）Gostraightahead在电梯旁边Nexttotheelevator情景一请问去商务中心怎么走？一直走，坐左手边的电梯，上到二楼，商务中心就在电梯出来的右边Canyoutellmehowtogettothebusinesscenter?Gostraightahead,taketheelevatoronyourlefttothesecondfloor.Turnrightoutofthelift,thebusinesscenterisoverthere.情景二请问到健身房怎么走？直走穿过西餐厅，你会看到右手边美容沙龙，健身房就在它的前面。Couldyoutellmehowtogettothefitnesscenter?Gostraightacrossthewesternrestaurant.YoucanseetheBeautySalononyourright.Thefitnesscenterisinfrontofit.情景三请问到莲花山怎么走？走出酒店门口，转右有一个公交站。坐10路车在莲花山站下车，你不会错过的。那里离这有多远？大概坐巴士十五分钟CanyoutellmehowtogettotheLianhuaMountain?Gooutofthehotelentrance.Turnright.Youcanseeabusstation.TaketheNo.10busandgetoffattheLianhuaMountainStation.Youcan’tmissit.Howfarisitfromhere?It’sabouta15-minutebusride./It’sabout15minutesbybus.CaseStudy案例分析

1)Iftheguestisnotsureaboutthedirectionyouaregiving,whatwayscanhelptoexplaintheroute?如果客人不是很清楚你指路的方向，什么辅助工具可以帮助你清晰的做出指引呢？2)Howwouldyourecommendrestaurants?Whatisyoursourceofrecommending?你会根据什么来推荐餐厅呢？推荐的参考是什么？Translation翻译

1)I’msorrytohearthat.That’sunusual.I’lllookintothematteratonce.______________________________________________________________2)Idoapologize,madam.Wouldyoucaretosendthisdressfordry-cleaning?Nochargeofcourse.______________________________________________________________3)对于给您造成的不便，我谨代表酒店向您道歉。

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