第三章禮賓服務(wù)chapter-3Concierge-Service教案資料課件

Unit3ConciergeService

Unit3ConciergeServiceLearningMapLearningMapObjectives1Warming-upActivities2PostIntroduction3Vocabulary4ActionLearning7Reading

8UsefulSentences5Dialogue6UnitThreeObjectives1Warming-upActivitiObjectivesOfferconciergeserviceforguests

ObjectivesOfferconciergeservWarming-upActivitiesMatchthedutiesontheleftwiththecorrespondingpicturesontheright.

handlingluggage

makingdiningreservations

Warming-upActivitiesMatchtheWarming-upActivitiespickingupguestsattheairportarrangingtransportationWarming-upActivitiesWarming-upActivitiesQuestionsforDiscussionHaveyoueverenjoyedgoodconciergeserviceatahotel?Whatdoyouthinkoftheimportanceofaconcierge?Whatdoyouknowaboutconciergeservice

LesClefsd’Or(金鑰匙組織)?(open)Warming-upActivitiesQuestionsPostIntroduction

TheConciergeservesavaluablefunctioninlarger,andsometimesmoreupscale,hotels.TheidealConciergeshouldbefriendly,outgoing,helpful,courteous,knowledgeable,andprofessional.TheConciergehasnumerousduties.Thesemayinclude,butarenotlimitedto:ConciergeServicePostIntroductionTheCoHandlingbaggageforhotelguestsProvidinghotel-specificinformationSupplyingdirectionsSecuringtheservicesofoutsidecompanies,suchasfor:pickingupguestsattheairportmakingbookingsarrangingtravelinformingguestsoflocalservicesavailabledeliveringmailHandlingbaggageforhotelgueSuggestinglocalhotspotsandentertainment,suchas:restaurantstouristandsightseeingattractionsshopsnightlifetheatersandshowssportingeventsSuggestinglocalhotspotsandIntheserviceindustry,theword“concierge”wasfirstusedbyMr.FerdinandGillet,whofoundedLesClefd’OrinParis,Francein1929.LesClefd’Or(pronounced:“l(fā)ayclaydoor”),istheoldestsurvivingpersonal,professional,internationalnetworkservice-industryorganizationintheworld.Ithasnoreligiousorpoliticalaffiliation,butissolelyfocusedonagenuinedesiretoservehotelguestsaroundtheworld.Intheserviceindustry,thewLesClefsd’Orboastsmorethan5,000conciergememberslocatedinmorethan40countriesworldwide.Theirmotto,“Therewillbe,ineverycountry,Clefsd’Ormemberswhoareabletocontinuewithourmission:tobeofservicetoourprofession,andthehotelandtouristindustry,”speaksoftheircommitmenttoguest-serviceandsatisfaction.Yearly,LesClefsd’Ororganizesandsponsorsaglobalcongresswhosegoalistotheirbrandandservice-orientednetworkdevelopmentthroughfriendship,cooperation,education,andtraining.LesClefsd’OrboastsmorethaQuestionsforDiscussionWhatshouldanidealConciergebelike?WhofoundLesClefsd’Or?Pleaseintroducetheorganization.QuestionsforDiscussionWhatsVocabularyStudyVocabularyStudyVocabularyStudyVocabularyStudyUsefulSentencesUsefulSentences第三章禮賓服務(wù)chapter-3Concierge-Service教案資料課件第三章禮賓服務(wù)chapter-3Concierge-Service教案資料課件第三章禮賓服務(wù)chapter-3Concierge-Service教案資料課件SituationalDialogue

SituationalDialogue第三章禮賓服務(wù)chapter-3Concierge-Service教案資料課件第三章禮賓服務(wù)chapter-3Concierge-Service教案資料課件第三章禮賓服務(wù)chapter-3Concierge-Service教案資料課件ActionLearningTaskPractice任務(wù)操練Challenges問題挑戰(zhàn)Solutions探索解決ActionLearningTaskPracticeCTaskPracticeTaskPracticeTaskPracticeTaskPracticeTaskPracticeTaskPracticeRole-play

Role-playSample(C:ConciergeG:Guest)G:Excuseme,couldIaskyousomething?C:Yes,ofcourse.Youaremorethanwelcometodoso.Whatisit?G:Well,Iamplanningtotakeafriendofminetodinner.Yousee,webothloveChinesedishes.I'mwonderingifyoucouldrecommendtomeagoodlocalrestaurantwhereIcanfindsomegoodlocaldishes.C:Well,iflocaldishesarewhatyouarelookingfor,thereisnootherplaceinthewholecitythat'llpleaseyourappetitebetterthantheHujinRestaurant.Therestaurantservesverygoodlocaldishes.G:Howfarisitfromhere?C:It'slocatedontheBayiRoad,WuchangDistrict.Itisquiteadistancefromourhotel.Iwouldsuggestyoutakeataxi.G:ShallImakeareservationforthedinner?C:Thatwillbegood.Therestaurantusuallyiscrowdedwithclientsatnights.Sample(C:ConciergeG:GuestG:OK,we'llgotherebytaxi.ButdoyoumindwritingdownthenameoftherestaurantonthispieceofpaperforussothatIcanshowittoourtaxidriver?C:No,notatall.Hereyouare.G:Canyoumakeareservationforus?C:Mypleasure.G:Thankyou.Onelastthing,doyouhaveanyideahowmuchweshouldpaythetaxidriverforthetrip?C:Twenty-fiveyuanwouldbeplentytocoverit.That'saboutthreeU.S.dollars.G:Thankyouforyourinformation.C:It'smypleasure.Haveagoodtime!G:OK,we'llgotherebytaxi.ListeningPracticeListeningPracticeKeys

1)

Arrangeabustosendthemtotheairport.2)Acquirenecessaryinformationabouttheguest’srequest,e.g.thenumberofpeopleinthegroup,thetimetoleave,etc.toarrangeforguests.Keys1)ArrangeabustosendTapeScript:

LimousineService(C:ConciergeG:Guest)G:We'llleavethisafternoon.I'vejustcometosaygoodbye.C:Ihopeyouenjoyedyourstay.G:Itwasgreat,thanks.We'vehadaverynicetime.C:Whereareyougoing?G:We'reofftotheairport.Canyouarrangeabustosendustotheairport?TapeScript:

C:Yes,Ican.Whendoesyourplaneleave?G:Itgoesat5:30,butIliketogettotheairportwithplentyoftime.C:Howmanypeoplearethereinyourgroup?G:Thereare8.C:Ittakesaboutonehourtogototheairport.Whendoyouliketoleave?G:Howabout3:00?C:That'sOK.Abuswillwaitforallofyouat2:45attheentrance.Andtwobellmenwillhelpwithyourluggage.C:That'llbefine.Thankyou.G:Youarewelcome.Ihopeyouhaveagoodtrip.C:Yes,Ican.WhendoesyourChallengesandSolutionsWhatshouldtheBellmansaywhenheopensthecardoorfortheguest?Solutions: a) Pleasebecarefulasyoustepdown. b) Watchyourstepwhilesteppingdown,please.ChallengesandSolutionsWhatsHowshouldtheBellmandirectthegueststoparktheircars?Solutions: Youcansay: a) Theparkingareaisattheendofthehoteldrive. b) Pleaseparkyourcararoundthecorner.HowshouldtheBellmandirectWhatshouldtheBellmansaytoguestswhohavecheckedoutandareleavingthehotel?Solutions: a) Ihopeyouhaveenjoyedyourstaywithus. b) Wehopeyouhaveanicejourney.Goodbye. c) Welookforwardtoseeingyouagain.WhatshouldtheBellmansaytoHowshouldyouhelpthegueststostoretheirluggage?Solutions:a) Asktheguestifthereanyvaluablesinitand,ifso,depositthevaluablesatthefrontdesk.b) Placeatagwiththewords,“HandleWithCare”onanyluggagethatmaybefragile.Howshouldyouhelptheguestsc) Checkthebagstomakesuretheyareingoodcondition.Ifthereisanydamagedluggage,notifytheguestandindicatetherewaspreviousdamageontheluggageclaimtag.d) Asktheguesttosignhisnameontheluggageslip.e) Asktheguesttokeepthereceiptandpresentitwhenhecomestoclaimhisluggage.c) CheckthebagstomakesureHowshouldyouescortgueststotheirroom?Solutions:a) Asktheguestifheneedsyoutoshowhimtotheroom,andifherequiresassistancewithhisluggage. b) Afterenteringtheroom,asktheguestwhereheprefersforyoutoplacetheluggage.Howshouldyouescortgueststc) Giveabriefintroductiontotheroom.d) Bepreparedtoansweranyoftheguest’squestionsconcerningtheroomorthecity.e) Asktheguestifhehasanyotherquestions,andthenwishhimapleasantstayatthehotel.c) GiveabriefintroductiontHowdoyoureceiveaguestattheairport?Solutions:a) Identifytheguestandthenintroduceyourself.(Ex.:“Excuseme,butareyouMr.Smith?I’mLiYanfromtheGreatWallHotel.I’mheretomeetyou.Howdoyoudo?”)b) Offertohelpwiththeguest’sluggage.(Ex.:“Letmetakeyoursuitcase.”)c) Escorttheguesttothehotelcarorlimousine,thendrivetheguesttothehotel.HowdoyoureceiveaguestatHowdoyoubookflightticketsforguests?Solutions:a) Asktheguestforhisdepartureday,departuretime,returndate(ifapplicable),thenumberofticketsneeded,andtheseatclassdesired,etc.Then,accordingtotheirdemandsandschedule,choosetheproperflightfortheguest.Howdoyoubookflightticketsb) Findouttheguest’scontactinformation:name,roomnumber,telephonenumber,etc.c) Lettheguestknowthetimethathemaypickuphisticket.b) Findouttheguest’scontacCultureExtensionCultureExtensionExercise1:MultipleChoices1.Whatisthemainideaofthispassage?_____A.ItisnotcustomarytotelephonesomeoneinthemorningandinsleepinghoursintheU.S.B.TheroleoftimeinSociallifeovertheworld.C.Ifpeoplearenotprompt．theymayberegardedasimpoliteornotfullyresponsibleintheU.S.D.Noteverycountrytreatstheconceptoftimeasthesame.Answer:B

Exercise1:MultipleChoices12.Whatdoesitmeaninthepassageifyoucallsomeoneduringhisorhersleepinghours?____A.Amatterofwork. B.Amatterof1ifeordeath.C.Youwanttoseehimorher. D.Youwanttomakeanappointmentwithhimorher.Answer:B2.Whatdoesitmeaninthepa3.Whichofthefollowingtimeisproperifyouwanttomakeanappointmentwithyourfriend?____A.at7:00a.m. B.at4:00p.m. C.atthemidnight.D.at4:00a.m.Answer:B3.Whichofthefollowingtime4.Whichofthefollowingstatementsistrueaccordingtothepassage?____A.IntheU.S.A.gueststendtofeeltheyarehighlyregardediftheinvitationtoadinnerpartyisextendedonlythreeorfourdaysbeforethepartydate.B.Thereisnomisunderstandingarisingbetweenpeoplefromdifferentculturesabouttheconceptoftime．C.ItmaybeconsideredfoolishtomakeanappointmentwellinadvanceintheU.S.A.D.PromptnessisvaluedhighlyinAmericanlife．Answer:D

4.Whichofthefollowingstat5.Fromthepassagewecansafelyinferthat______.A.it’samatteroflifeordeathifyoucallsomeoneindaytimeB.themeaningoftimediffersindifferentpartsoftheworldC.itmakesnodifferenceintheU.S.whetheryouareearlyorlateforabusinesspartyD.ifapersonislateforadate，heneedn’tmakesomeexplanationAnswer:B5.FromthepassagewecansafExercise2:DiscusstheFollowingQuestionsDoyouhaveastrongsenseoftime?Areyouoftenlateforclasses?Whatdoyouthinkoftheroleoftimeinyourfuturework?(open)Exercise2:DiscusstheFolloUnit3ConciergeService

Unit3ConciergeServiceLearningMapLearningMapObjectives1Warming-upActivities2PostIntroduction3Vocabulary4ActionLearning7Reading

8UsefulSentences5Dialogue6UnitThreeObjectives1Warming-upActivitiObjectivesOfferconciergeserviceforguests

ObjectivesOfferconciergeservWarming-upActivitiesMatchthedutiesontheleftwiththecorrespondingpicturesontheright.

handlingluggage

makingdiningreservations

Warming-upActivitiesMatchtheWarming-upActivitiespickingupguestsattheairportarrangingtransportationWarming-upActivitiesWarming-upActivitiesQuestionsforDiscussionHaveyoueverenjoyedgoodconciergeserviceatahotel?Whatdoyouthinkoftheimportanceofaconcierge?Whatdoyouknowaboutconciergeservice

LesClefsd’Or(金鑰匙組織)?(open)Warming-upActivitiesQuestionsPostIntroduction

TheConciergeservesavaluablefunctioninlarger,andsometimesmoreupscale,hotels.TheidealConciergeshouldbefriendly,outgoing,helpful,courteous,knowledgeable,andprofessional.TheConciergehasnumerousduties.Thesemayinclude,butarenotlimitedto:ConciergeServicePostIntroductionTheCoHandlingbaggageforhotelguestsProvidinghotel-specificinformationSupplyingdirectionsSecuringtheservicesofoutsidecompanies,suchasfor:pickingupguestsattheairportmakingbookingsarrangingtravelinformingguestsoflocalservicesavailabledeliveringmailHandlingbaggageforhotelgueSuggestinglocalhotspotsandentertainment,suchas:restaurantstouristandsightseeingattractionsshopsnightlifetheatersandshowssportingeventsSuggestinglocalhotspotsandIntheserviceindustry,theword“concierge”wasfirstusedbyMr.FerdinandGillet,whofoundedLesClefd’OrinParis,Francein1929.LesClefd’Or(pronounced:“l(fā)ayclaydoor”),istheoldestsurvivingpersonal,professional,internationalnetworkservice-industryorganizationintheworld.Ithasnoreligiousorpoliticalaffiliation,butissolelyfocusedonagenuinedesiretoservehotelguestsaroundtheworld.Intheserviceindustry,thewLesClefsd’Orboastsmorethan5,000conciergememberslocatedinmorethan40countriesworldwide.Theirmotto,“Therewillbe,ineverycountry,Clefsd’Ormemberswhoareabletocontinuewithourmission:tobeofservicetoourprofession,andthehotelandtouristindustry,”speaksoftheircommitmenttoguest-serviceandsatisfaction.Yearly,LesClefsd’Ororganizesandsponsorsaglobalcongresswhosegoalistotheirbrandandservice-orientednetworkdevelopmentthroughfriendship,cooperation,education,andtraining.LesClefsd’OrboastsmorethaQuestionsforDiscussionWhatshouldanidealConciergebelike?WhofoundLesClefsd’Or?Pleaseintroducetheorganization.QuestionsforDiscussionWhatsVocabularyStudyVocabularyStudyVocabularyStudyVocabularyStudyUsefulSentencesUsefulSentences第三章禮賓服務(wù)chapter-3Concierge-Service教案資料課件第三章禮賓服務(wù)chapter-3Concierge-Service教案資料課件第三章禮賓服務(wù)chapter-3Concierge-Service教案資料課件SituationalDialogue

SituationalDialogue第三章禮賓服務(wù)chapter-3Concierge-Service教案資料課件第三章禮賓服務(wù)chapter-3Concierge-Service教案資料課件第三章禮賓服務(wù)chapter-3Concierge-Service教案資料課件ActionLearningTaskPractice任務(wù)操練Challenges問題挑戰(zhàn)Solutions探索解決ActionLearningTaskPracticeCTaskPracticeTaskPracticeTaskPracticeTaskPracticeTaskPracticeTaskPracticeRole-play

Role-playSample(C:ConciergeG:Guest)G:Excuseme,couldIaskyousomething?C:Yes,ofcourse.Youaremorethanwelcometodoso.Whatisit?G:Well,Iamplanningtotakeafriendofminetodinner.Yousee,webothloveChinesedishes.I'mwonderingifyoucouldrecommendtomeagoodlocalrestaurantwhereIcanfindsomegoodlocaldishes.C:Well,iflocaldishesarewhatyouarelookingfor,thereisnootherplaceinthewholecitythat'llpleaseyourappetitebetterthantheHujinRestaurant.Therestaurantservesverygoodlocaldishes.G:Howfarisitfromhere?C:It'slocatedontheBayiRoad,WuchangDistrict.Itisquiteadistancefromourhotel.Iwouldsuggestyoutakeataxi.G:ShallImakeareservationforthedinner?C:Thatwillbegood.Therestaurantusuallyiscrowdedwithclientsatnights.Sample(C:ConciergeG:GuestG:OK,we'llgotherebytaxi.ButdoyoumindwritingdownthenameoftherestaurantonthispieceofpaperforussothatIcanshowittoourtaxidriver?C:No,notatall.Hereyouare.G:Canyoumakeareservationforus?C:Mypleasure.G:Thankyou.Onelastthing,doyouhaveanyideahowmuchweshouldpaythetaxidriverforthetrip?C:Twenty-fiveyuanwouldbeplentytocoverit.That'saboutthreeU.S.dollars.G:Thankyouforyourinformation.C:It'smypleasure.Haveagoodtime!G:OK,we'llgotherebytaxi.ListeningPracticeListeningPracticeKeys

1)

Arrangeabustosendthemtotheairport.2)Acquirenecessaryinformationabouttheguest’srequest,e.g.thenumberofpeopleinthegroup,thetimetoleave,etc.toarrangeforguests.Keys1)ArrangeabustosendTapeScript:

LimousineService(C:ConciergeG:Guest)G:We'llleavethisafternoon.I'vejustcometosaygoodbye.C:Ihopeyouenjoyedyourstay.G:Itwasgreat,thanks.We'vehadaverynicetime.C:Whereareyougoing?G:We'reofftotheairport.Canyouarrangeabustosendustotheairport?TapeScript:

C:Yes,Ican.Whendoesyourplaneleave?G:Itgoesat5:30,butIliketogettotheairportwithplentyoftime.C:Howmanypeoplearethereinyourgroup?G:Thereare8.C:Ittakesaboutonehourtogototheairport.Whendoyouliketoleave?G:Howabout3:00?C:That'sOK.Abuswillwaitforallofyouat2:45attheentrance.Andtwobellmenwillhelpwithyourluggage.C:That'llbefine.Thankyou.G:Youarewelcome.Ihopeyouhaveagoodtrip.C:Yes,Ican.WhendoesyourChallengesandSolutionsWhatshouldtheBellmansaywhenheopensthecardoorfortheguest?Solutions: a) Pleasebecarefulasyoustepdown. b) Watchyourstepwhilesteppingdown,please.ChallengesandSolutionsWhatsHowshouldtheBellmandirectthegueststoparktheircars?Solutions: Youcansay: a) Theparkingareaisattheendofthehoteldrive. b) Pleaseparkyourcararoundthecorner.HowshouldtheBellmandirectWhatshouldtheBellmansaytoguestswhohavecheckedoutandareleavingthehotel?Solutions: a) Ihopeyouhaveenjoyedyourstaywithus. b) Wehopeyouhaveanicejourney.Goodbye. c) Welookforwardtoseeingyouagain.WhatshouldtheBellmansaytoHowshouldyouhelpthegueststostoretheirluggage?Solutions:a) Asktheguestifthereanyvaluablesinitand,ifso,depositthevaluablesatthefrontdesk.b) Placeatagwiththewords,“HandleWithCare”onanyluggagethatmaybefragile.Howshouldyouhelptheguestsc) Checkthebagstomakesuretheyareingoodcondition.Ifthereisanydamagedluggage,notifytheguestandindicatetherewaspreviousdamageontheluggageclaimtag.d) Asktheguesttosignhisnameontheluggageslip.e) Asktheguesttokeepthereceiptandpresentitwhenhecomestoclaimhisluggage.c) CheckthebagstomakesureHowshouldyouescortgueststotheirroom?Solutions:a) Asktheguestifheneedsyoutoshowhimtotheroom,andifherequiresassistancewithhisluggage. b) Afterenteringtheroom,asktheguestwhereheprefersforyoutoplacetheluggage.Howshouldyouescortgueststc) Giveabriefintroductiontotheroom.d) Bepreparedtoansweranyoftheguest’squestionsconcerningtheroomorthecity.e) Asktheguestifhehasanyotherquestions,andthenwishhimapleasantstayatthehotel.c) GiveabriefintroductiontHowdoyoureceiveaguestattheairport?Solutions:a) Identifytheguestandthenintroduceyourself.(Ex.:“Excuseme,butareyouMr.Smith?I’mLiYanfromtheGreatWallHotel.I’mheretomeetyou.Howdoyoudo?”)b) Offertohelpwiththeguest’sluggage.(Ex.:“Letmetakeyoursuitcase.”)c) Escorttheguesttothehotelcarorlimousine,thendrivetheguesttothehotel.HowdoyoureceiveaguestatHowdoyoubookflightticketsforguests?Solutions:a) Asktheguestforhisdepartureday,departuretime,returndate(ifapplicable),thenumberofticketsneeded,andtheseatclassdesired,etc.Then,accordingtotheirdemandsandschedule,choosetheproperflightfortheguest.Howdoyoubookflightticketsb) Findouttheguest’scontactinformation:name,roomnumber,telephonenumber,etc.c) Lettheguest