《酒店 语课件》课件-Part One3

PartOne

FrontOfficeUnit3:ConciergeServiceHowtohandlerequestsfromhotelguestsTechniquesofproblemresolutionHowtoprovidebellserviceLearningOutcome

Inthisunityouwilllearn:

WarmUp

Workwithyourpartnertothinkofatleastfivewordsorexpressionsthatcanbeusedtotalkaboutthefollowingtopics.Anexampleisgivenforeachtopic.Aboutdutiesofaconcierge.Carrental,_______________________________________________________________________________________AboutqualitiesofabellboyWarm-hearted,____________________________________________________________________________________AboutactivitiesdemandedbyhotelguestsGoingtoaconcert,_________________________________________________________________________________AboutlocationofaplaceCloseto,__________________________________________________________________________________________Greetingguests,Providingcustomerservice,Answeringguestinquiries,andHandlingspecialrequests.

paitient,amicable,helpful,goodatcommunicationandwithprofessionalappearance.Watchinganopera,Diningatarestaurant,GoingshoppingandGoingonasightseeingtour.

ontheleft/rightsideof,attheendof,nextto,behindandinfrontof.Speak&Drill

WordsandExpressionconciergen.

礼宾部，礼宾，旅馆服务台职员onatour参观，游览placeofinteret名胜recommendv.

推荐，荐举；称赞buddhan.

佛像jaden.

玉，玉雕highrisen.

高楼，高层建筑orientaladj.

东方的，远东的bundn.

外滩mustn.必须做的事情localityn.

场所，地点deliverv.

投递，送交，递送bellboyn.

行李员towern.塔，塔楼breakableadj.

会破的，易碎的potteryn.陶器variousadj.

不同的，各种各样的C:ConciergeG:GuestSituation:(BillEdwards,ahotelguest,andhiswifeareplanninggoingonatourofshanghai.Nowheistalkingwiththeconciergeattheconciergedesk.)C:Nicetoseeyouagain,Mr.Edwards.MayIhelpyou?G:Yes.MywifeandIaregoingonatourofshanghai.Couldyougivemesomeadvice?C:Whenareyoumakingthetrip?G:Thedayaftertomorrow.C:Doyouplantogobyairorbytrain?G:Ithinkwe’drathergobyair.C:Ourbusinesscentercanbookairticketsforyou.It’sonthefifthfloor.Episode1:

GoingonatourofShanghai

礼宾部我和我妻子要到上海旅游。G:Great!I’llgothereafterawhile.Onemorething,asweknowverylittleaboutshanghai,canyousuggestafewplaceswemightbeintrestedin.C:Yes,ofcourse.I’dliketorecommendYuyuanGardenandtheJadeBuddhaTemple.TheyaretwofamousplacesofinterestinShanghai.G:Anymoreplacestovisit?C:Certainly.Sinceshanghaiisamoderncity,therearealotofhighrises.

TheOrientalPearlTVTowerisamustforvisitors.G:WhatabouttheHuangpuRiver?Iheardofitlongtimeago.C:ItisveryclosetotheOrientalPearlTVTower.YoucantourtheHuangpuRiverbytakingatouringboatandgetawholeviewoftheBund.SomeoftheWesternstyledbuildingstherewerebuiltmorethan100yearsago.我推荐豫园和玉佛寺。

上海是一座现代化城市，有许多高层建筑东方明珠电视塔是游客必去之地。

你可以乘游船游览黄浦江，欣赏外滩全景。

G:That’sfine.C:Ifyouwanttogoshopping,youcangotoNanjingRoad.Itisthemostfamousshoppinglocality.G:IsitfarfromtheHuangpuRiver?C:No,itislinkedwiththeBund.G:I’llsurelygothereifIamnottwobusy.C:Anythingelse?G:No.It’sverykindofyou.Thankyousomuchforgivingmesomuchinformation.C:you’rewelcome.Good-bye.G:Bye.购物场所B:BellboyG:GuestSituation:(Aguesthasjustcheckedinandabellboyisshowinghertoherroom.)B:Goodevening,Ma’am.I’mabellboyhere.You’vefinishedthecheck-in,haven’tyou?G:Yes,I’vejustgotthekeytotheroom.B:ShallIshowyoutoyourroomnow?G:Yes,it’sverykindofyou.Myroomis3021,intheNorthTower.B:You’vegotthreebags.Isthatcorrect?G:Yes,that’sright.B:Isthereanythingbreakableinyourhandbags?G:Yes,therearesomepotteriesinthisbag.B:Letmecarrythosetwobagsforyou.B:Pleasecomethisway,Ma’am.Episode2:

Deliveringbaggage

登记，办理住店手续

北楼您手提包里有易碎物品吗？

G:Allright.HereIcome.B:Yourliftisthisway.Theliftsontherightonlygoesto24thfloor.TheLiftsontheleftareexpressonesto24thfloorandabove.G:Thankyouforyourinformation.Nowthatyou‘vetoldmeaboutthelifts,Icanusethemproperlyduringmystayhere.Whataboutthefoodhere?DoyouserveWesternfood?B:Yes,therestaurantsservenotonlyvariouskindsofChinesefoodbutalsoWesternfood.G:That’sgreat!B:Areyouhereonbusinessoronholiday?G:I’mhereonbusiness.B:Thisisthe30thfloor.Youfirst,Ma’am…Hereisroom3021,Ma’am.Whenyoucheckout,pleasecallnumber8066andwe’llhelpyouwithyourbaggageatonce.Well,Ihopeyou‘llhaveanicestayhere.Goodnight.G:Thankyouverymuchindeed.Goodnight.左边电梯高速直达24楼及以上楼层。餐厅不仅提供各式中餐还提供西餐。

A.Completethefollowingdialogue:C:ConciergeG:GuestG:Hello!Isthisconciergeservice?C:Yes,itis._____________________我可以为您效劳吗？G:Iamstayinginthishotel.MywifeandIwouldliketowatchBeijingOperatonight.Couldyoupleaserecommendusatheater?C:Certainly,sir._________________________________________北京剧院可以吗？它是北京最好的剧院之一。G:Howfarisitfromhere?C:It’squiteadistancefromhere._______________________你最好坐出租车去那里。WhatcanIdoforyou?HowaboutBeijingOpera?It’soneofthebestinBeijing.You’dbettertakeataxithere.G:Allright.DoyouhaveanyideahowmuchIshoudpayforthetaxi?C:_________________________我想15元钱就够了。G:Onemorething.ShouldIgettheticketsatthebookingofficeofthetheater?C:___________________________________没有必要。我们可以为您订票。G:That’sfine.Willyoupleasebooktwotecketsformeandsendthemuptomyroomimmediatelyincasetheticketsaresoldout?C:Certainly,sir.G:You’resohelpful.Thankyouverymuch.C:you’rewelcome.Iguessfifteenyuanisenough.No,youneedn’t.Wecanbookticketsforyou.Visitor:YournameisBobCook.YouwanttoseeMr.Brown,butMr.Brownisnotinhisroom.Youasktheclerktopagehim.Concierge:Youreceivethevisitorandchecktherecordofstayingguests.YoufindthatMr.Brown’sroomnumberis1227.Youcallhimbutheisnotinhisroom.Youpagehimbutnoreply.YoutellthevisitorthatMr.Brownmaynotbeinthehotel.YousuggestthatthevisitorleaveamessageforMr.Brown.B.Role-play:

Scene1:Scene2:Guest:You’reMrs.Johnsons.Youcheckedinformorethananhourago,butyoursuitcaseshaven’tbeendeliveredtoyourroom.Yourroomnumberis1235.Yourwanttochangeyourclothes.You’vegottwosuitcases;oneisbrownandoneisred.BellCaptain:Youapologizeforthedelay.You’dliketoknowthetagnumbersandcolorsofthesuitcases.Aftercheckingyoutelltheguestthatthesuitcaseshavebeenmis-deliveredandwillbedeliveredtotheguest’sroomwithin10minutes.C.Discussion:

Supposeyouareaconciergeofahotel,aguestwantsyoutorecommendaChineserestaurant,doyouthinkwhatshouldbetakenintoconsiderationinprovidinginformationtotheguest?Discussitwithyourpartners.Thefollowingpointscanbenotedforyourreference.Basicpointsforyourreferance:RestaurantfeaturesTastesofguestsLocationTransportationBookingtables

Read&ActWordsandPhrasespositionn.

工作岗位resortn..

渡假地，度假酒店passionn.

热情，激情hospitalityn.

好客，殷勤fast-pacedadj.节奏很快的essentialadj.

必不可少的demandingadj.

难度大的，要求高的interactv.

与…接触amicableadj.友好的，和睦的fluencyn.

流畅，流利focusn.焦点，中心点memorableadj.

值得纪念的；难忘的span.温泉疗养地outlandisn.

稀奇古怪的，奇特的facilitatev.

推动，促进；便于fulfillmentn.

实现，履行demeanorn.

举止，行为utmostadj.极度的，最大的onadailybasis每天

HotelConciergePositionThehotelconciergepositionplaysavitalroleinthedailycustomerserviceoperationsofhotelsandresorts.ThewordconciergeisFrenchinoriginandmeans“keeperofthekeys”,andasthe“keeper”theconciergebecomesthepointofcontactforhotelguestswhoseekinformationorassistanceduringtheirstay.Ahotelconciergepositionrequiresapassionforandanunderstandingoftravelandthetravelindustry.Whileadegreeinhospitalityorotherrelatedfieldisoftenpreferredandsometimesrequired,anin-depthknowledgeofthehotel’slocalareaisessential.Theconciergepositionisoftendemandingandfast-paced,requiringexcellenttimemanagementandproblem-起关键作用酒店专业学位solvingskills.Onadailybasistheconciergewillinteractwithguestsfromvariedbackgroundsandwalksoflife,andthereforeanamicablepersonalityisamustforasuccessfulconciergefluencyinoneormoreforeignlanguagesisalsoaplus.Workingasahotelconciergemeansthatyourfocusistoensurethattheneedsandrequestsofhotelguestsaremet,andthateachguesthasamemorablestay.Thehotelconciergeisexpectedtobeanexpertonhislocalarea.Guestswillapproachtheconciergewithquestions,seekingsuggestions,anddemandingproblemresolutions.Oftenconciergeswillmakereservationsforrestaurants,spas,showsandspecialevents.Requestsfromguestscanrangefromarrangingtransportationor

各行各业指酒店的各种活动安排providingdirectionstoeventhemostoutlandishseeminglyimpossibleouting.TheconciergemustmakeanefforttodeveloprelationshipswithlocalbusinessownersandVIPsinordertofacilitatethefulfillmentofherguests’requests.Oftentheconciergebecomesthefaceofthehotelformanyguests,whichmeansthatappearanceanddemeanorareofutmostimportance.Theconciergedeskactsasthehubforguestactivityplanning,whichmeansthattheguests'hotelexperiencedependsontheconcierge'sknowledgeandpromptattention.ManybusinessandVIPtravelersdependheavilyontheconcierge,makingthepositionrespectedandhighlyregarded.中心贵宾A.ReadthepassageandthenmarkthefollowingstatementsT(True)orF(False):1.()Thehotelconciergepositionisnotveryimportantinthedailycustomerserviceoperationsofhotelsandresorts.2.()Ahotelconciergeshouldunderstandtravelandthetravelindustry.3.()Theconciergewillbeintouchwithguestsfromvariedbackgroundsandwalksoflife4.()Thehotelconciergeisexpectedtohaveanoverallknowledgeofhislocalarea.5.()Theconciergepositionisnotrespected.FTTTFB.Discussthefollowingquestions:1.Whatarethedutiesofahotelconcierge?2.Whatqualitiesareneededtobeahotelconcierge?3.Istheconciergepositionimportanttoahotel,why?4.Whatkindofproblemsmayguestsasktheconciergetosolve?C.PutthefollowingintoChinese:1.Theconciergepositionisoftendemandingandfast-paced,requiringexcellenttimemanagementandproblem-solvingskills.

2.Anamicablepersonalitypersonalityisamustforasuccessfulconciergefluencyinoneormoreforeignlanguagesisalsoaplus.

礼宾员工作要求高、节奏快，要具备卓越的时间管理能力和解决问题技巧。性格友善是做好礼宾员的必备条件，能流利地讲一种或多种外语也是一种优势。3.Workingasahotelconciergemeansthatyourfocusistoensurethattheneedsandrequestsofhotelguestsaremet,andthateachguesthasamemorablestay.4.Requestsfromguestscanrangefromarrangingtransportationorprovidingdirectionstoeventhemostoutlandishseeminglyimpossibleouting.5.Oftentheconciergebecomesthefaceofthehotelformanyguests,whichmeansthatappearanceanddemeanorareofutmostimportance.

酒店礼宾员的工作中心就是确保客人的各种需求得到满足，给每位客人留下难忘的印象。客人提出的要求非常广泛，从安排交通工具或指路到极其奇怪、似乎不可能实现的旅行。对于客人来说，礼宾员常被认为是酒店的脸面，这就意味着其外表和举止极其重要。GroupWork

Makesuggestionsaboutone-daytourofBeijingforhotelguests.Thearrangementforthetourmustbeindetail,andbreakfastandmealsshouldbeincluded.SomeplacesofinterestsinBeijingarelistedbelow.Step1Dividetheclassintoseveralgroups.Step2

Askallgroupstodecideontheirownarrangementandeachgroupissupposedtocomeupwithareasonableone