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1、学习情境一：前厅服务英语,学习任务: 回答宾客咨询,Name : Judy Job: Concierge Responsibility: To answer guests inquiries and satisfy guests needs.,Contents,Working Procedures 工作程序,2,Working Knowledge 工作知识,3,Hotel Task 酒店任务,4,5,Words and Expressions,6,Activity,Learning Objectives 学习目标,After finishing this task, you should be
2、 able to: Offer information service Give directions,Working Procedures 工作程序,Listen carefully 仔细聆听 Understand guests requests 了解宾客需要 Give a response 作出回应 Recommend hotel facilities 推荐酒店设施,Working Knowledge 工作知识(1),1.The main qualities of a concierge,Working Knowledge 工作知识(2),2. Some useful phrases us
3、ed in giving directions,Working Knowledge 工作知识(3),3. Some services that a concierge should do are as followings,Airport pick-up service 机场接送服务 Calling a taxi for the guest 为客人叫出租车 Arranging the tour of the city 安排城市观光 Ticket booking service 订票服务,Hotel Task 酒店任务,Suppose you are Judy, now youre ready
4、to answer the guests inquiries. Please perform the task according to the hints below with your partner.,角色A: 你是Patrick先生，你来酒店参加会议，询 问IBM公司会议在哪里举行。 角色B: 你是礼宾员Judy，你在为酒店宾客提供咨询服务。,Words to know,recommend vt. 推荐 upstairs 楼上 straight 直的 left 左边 downstairs 楼下 lobby n. 大堂 right 右边 corridor n. 走廊 basement n
5、. 地下室 hold 举行 conference 会议 next to 紧邻 at the end of 在的尽头 hall 礼堂, 会堂; 大厅 multi- functional 多功能的 Guest inquiries 宾客咨询,声音,Useful expressions,1. Giving directions 指引方向 (1) The public phone is beside the elevator. (2) If you take a taxi, it will take you 15 minutes. (3) You may go there by train. Here
6、is the timetable. (4) Walk down the street and turn left at the corner. (5) It is in conference room 4 on the third floor.,声音,Useful expressions,2. Offering services 提供服务 (1) Our meeting rooms can seat up to 80 people. (2) We have all the latest audio-visual equipment. (3) We have several different
7、arrangements we can offer.,声音,Activity,1. Here are two cards with information about hotel rooms and facilities. Work with your partner and practice asking and answering questions according to the cards. 下面是关于酒店房间和设施信息的两张小卡片。根据卡片的内容，与同伴操练问答练习。,1. Here are two cards with information about hotel rooms
8、and facilities. Work with your partner and practice asking and answering questions according to the cards. 下面是关于酒店房间和设施信息的两张小卡片。根据卡片的内容，与同伴操练问答练习。,Activity,2. Here are two situations at the hotel. Think out a solution to the problems described in the situations. 以下是酒店内发生的情境。根据情境的描述，想想如何解决问题。,Situati
9、on A You want to connect your laptop to the internet in your room. Youd like to go to bed and check your e-mails from there.,Situation B You want to change rooms. You prefer a room with a view, not one facing a wall.,Activity,“万能博士”，其佩戴的两把交叉的金钥匙，意味着尽善尽美的服务，也象征着为客人解决一切难题。我国于年加入该协会，是国际饭店金钥匙组织的第31个成员国团体会员。,Hotel tips,Thank you！,