《酒店英語》課件-行李運送服務

酒店專業(yè)英語HospitalityEnglishConcierge

Task1BaggageService

Vocabularysuitcasen.手提箱valuableadj.有價值的；貴重的breakable

adj.易碎的content

n.內容，目錄whiskyn.威士忌酒shoulderbagn.有肩帶的女用手提包ReadthetaskLearnthetaskstepbystepPracticethetaskCONTENTSONEReadthetaskReadthetaskAguestchecksin,andaconciergeoffershertheluggageservice.TWOLearnthetaskstepbystepLearnthetaskstepbystepGreetguestsWelcometoPeaceHotel.——————————————————————————————2.MakesurehowmanypiecesofbaggageAretheseallyourbaggage?Thereare4piecesofbaggagealtogether,amIright?——————————————————————————————3.CheckthevaluableorbreakablethingsLetmesecurethefragileitemsbetweentwobags.Wouldyoumindtakingthesebottleswithyou?—————————————————————————————Learnthetaskstepbystep4.Askfortheguest’snameandroomnumberMayIknowyourname&roomnumber?Couldyoutellmeyournameandroomnumber?Yournameandroomnumber,please.————————————————————————————5.HavethekeyandopenthedoorfortheguestMayIhaveyourkey,please?I’llopenthedoorforyou.MayIuseyourkeycard?Letmeopenthedoorforyou.——————————————————————————————Learnthetaskstepbystep6.SettheitemsdownShallIplacethetwosuitcasesandashoulderbaghere?————————————————————————————7.Showgoodwishesandsaygood-byeGoodbyeandhopeyou’llenjoyyourstaywithus.Wewishyouhaveagoodtime,goodbye.————————————————————————————

TPracticethetaskHEERPracticethetaskAguestchecksin,andaconciergeofferstheluggageservice.Workinpairstorole-playaconversationaboutbaggageservicewithyourpartner.Youactastheconcierge,yourpartnertheguest.Changeyourroleswhenfinishingtheactivity.Practiceseveraltimesuntilbothofyoubecomefluent.Furtherpractice

Makearoleplaywithyourpartnerandfinishconversationaccordingtothesituation.

Situation:

ZhangHuaisareturnguestofthehotel.Yourhotelhasjustfinisheddecoration.Theguestissurprisedbythenewdecoration.You,thebellman,meethiminmaindoorandprovidehimthebaggageservice.Duringtheservice,pleasegivehimsomeintroductiononthechanging.AssessmentChartName:Position:Task:Content:☆

☆☆

☆☆☆1.Complete□□□2.Well-organized□□□3.Creative□□□Language:

☆

☆☆

☆☆☆1.Withfluency□□□2.Withgoodpronunciation&intonation□□□3.Understandable□□□4.Withanaccent□□□Performance:☆

☆☆

☆☆☆1.Withconfidence□□□2.Withcourtesy□□□3.Withgoodserviceattitude□□□Distinctionareas:Concierge

Task2TicketBookingService

ReadthetaskLearnthetaskstepbystepPracticethetaskCONTENTSVocabularyticketn.票子receiptn.收據bellcaptain應接領班inadvance事先，預先softberth軟臥specialexpress特快servicecharge服務費ONEReadthetaskReadthetaskMr.Smithasksabellcaptaintobookairticketsforhim,butalltheflightsarebooked.Thebellcaptainsuggeststhattheguesttotakeatraininstead.TWOLearnthetaskstepbystepLearnthetaskstepbystep1.

Greettheguest(s)Goodmorning,sir.HowmayIhelpyou?————————————————————————————2.Requiremoredetailsaboutbookingticketsa.Guest’fullnameandroomnumberCouldyoutellmeyournameandroomnumber,please?Yournameandroomnumber,please.———————————————————————

b.Departuredateanddeparturetime

Whenwillyouleave?Whattimewouldyouliketoleave?What’sthedateandtimeofyourdeparture?—————————————————————————————c.Destination(city,state,andpossibleairplane)

Wherewouldyouliketogo?Whichcityareyouleavingfor?————————————————————————————d.Thenumberoftickets

Howmanyticketsdoyouneed?Forhowmanypeople?—————————————————————————————3.CheckthetimetableandgivesomesuggestionJustamoment,letmecheckitforyou.HowaboutG102?ItleavesShanghaiRailwayStationat…Onemoment,please,letmecheck.IsuggestyoutakeflightNo.215?ItleavesPudongInternationalAirportat...—————————————————————————————Learnthetaskstepbystep4.Givetheguestthereservationdetails:flightortrainnumber,departuretime,seatassignment…YouhavebookedtwoairticketstoBeijing.TheflightnumberisMU9030,itwillleaveat9:30tomorrow,amIcorrect,sir?—————————————————————————————5.Makesureofthetimewhengivingtheticketstotheguest

Pleasecomehereatabout6:00thiseveningforthem.—————————————————————————————6.Askfororconfirmthepaymentinadvance

Youwillneedtoprepay350YuanRMBforthetickets.You’llneedtopay1000Yuaninadvancefortheticketsandservicecharge.—————————————————————————————Learnthetaskstepbystep7.Givethereceipttotheguest

Here’sthereceipt.Pleasekeepthereceipt.—————————————————————————————8.Showgoodwishesandsaygoodbye

Hopeyouwillenjoyyourstaywithus,goodbye.Goodbyeandhopeyou’llenjoyyourstaywithus.Wewishyouhaveagoodtime,goodbye.Goodbye.WishyouawonderfultriptoBeijing.

—————————————————————————————TPracticethetaskHEERPracticethetaskAguestasksabellcaptaintobookairticketsforhim,butalltheflightsarebooked.Thebellcaptainsuggeststhattheguesttotakeatraininstead.Workinpairstorole-playaconversationaboutticketbookingservicewithyourpartner.Youactasthebellcaptain,yourpartnertheguest.Changetheroleswhenfinishingtheactivity.Practiceseveraltimesuntilbothofyoubecomefluent.FurtherpracticeMakearoleplaywithyourpartnerandfinishaconversationaccordingtothesituation.Situation:Mr.WangwantstotraveltoXi’anbyair.HewanttotaketheplanefromShanghaiHongqiaoAirport.Butonthatday,allticketsarebookedup.You,thebellboy,helphimtofindtheflightfromPudongInternationalAirportinstead.TheguestoriginalwantstheflightofHO1217/7:30~10:15.YoufindtwooptionsforMr.Wang-MU2335/06:40~09:35orHO1007/08:40~11:40.Theearlierischeaperandthelatterisgoodfortiming.Lettheguestchooseoneandbooktheticketforhim.AssessmentChartName:Position:Task:Content:☆

☆☆

☆☆☆1.Complete□□□2.Well-organized□□□3.Creative□□□Language:

☆

☆☆

☆☆☆1.Withfluency□□□2.Withgoodpronunciation&intonation□□□3.Understandable□□□4.Withanaccent□□□Performance:☆

☆☆

☆☆☆1.Withconfidence□□□2.Withcourtesy□□□3.Withgoodserviceattitude□□□Distinctionareas:Conclusion1.Whenbookingthticketsfortheguest,weneedtoaskhimpayinadvanceanddon'tforgettogivehimthereceipt.2.WecansendtheticketstotheguestroomoraskhimtopickuptheticketsattheFrontDesk.Concierge

Task3SlowDeliveryofBaggage

ReadthetaskLearnthetaskstepbystepPracticethetaskCONTENTSVocabularymattern.事情promisev.保證，允諾nametagn.標簽inconveniencen.不便medium-sized中等大小的ONEReadthetaskReadthetaskAguestistelephoningfromhisroom.Onepieceofhisbaggagehasn’tbeensendupafterhecameintohisroomhalfanhourlater.Areceptionistanswersthephonecallandsettlesthecomplaint.TWOLearnthetaskstepbystepLearnthetaskstepbystep1.

Greettheguest(s)Goodmorning.Frontdesk.HowmayIhelpyou?————————————————————————————2.ApologizeandcalmtheguestI’mawfullysorrytohearthat,yourluggagemusthavebeensenttothewrongplace.Butdon’tworry,sir,we’lltryourbesttohelpyou.I’msorrytohearthat.Theportermustmadesomemistake.Butdon’tworry,I’lldealwiththeproblemrightaway.I’msorrytohearthat.Butdon’tworry,wewilllookintothematterimmediately.———————————————————————3.Asktheguest’snameandroomnumberMayIknowyournameandroomnumber,please?Couldyoutellmeyournameandroomnumber?——————————————————————————————4.GetmoreinformationaboutthebaggageHowmanypiecesdidyouhave,madam?Mr.Smith,couldyougivemesomefeaturesofyourbaggage?Wouldyoupleasedescribeitforme?Isitabigoneorasmallone?LearnthetaskstepbystepLearnthetaskstepbystepWhatcolorisit?Whatisitmadeof?Didyouputyournametagonit?——————————————————————————————5.AssuregueststhatyouwillsendthebaggagetohisroomassoonasyoufinditandapologizeagainMr.Smith.We’llsendittoyourroomassoonaswefinditforyou.Sorrytohavecausedyousomuchtrouble.Ipromiseitwon’thappenagain.Wehavefoundyourbaggage,Mr.Bellow.Itisonthewaytoyourroom.Sorrytohavebroughtyousomuchinconvenience.Iassureyouitwon'thappenagain.LearnthetaskstepbystepWe’reverysorryforthedelay,sir.I’llcheckimmediatelyandcallyouback.——————————————————————————————6.Expressgoodwishesandsaygood-bye

——————————————————————————————TPracticethetaskHEERPracticethetaskAguestistelephoningfromhisroom.Onepieceofhisbaggagehasn’tbeensendupafterhecameintohisroomhalfanhourlater.Areceptionistanswersthephonecallandsettlesthecomplaint.Workinpairstorole-playaconversationaboutsettlingcomplaintofslowbaggagedeliverywithyourpartner.Youactasthereceptionist,yourpartnertheguest.Changeyourroleswhenfinishingtheactivity.Practiceseveraltimesuntilbothofyoubecomefluent.FurtherpracticeMakearoleplaywithyourpartnerandfinishaconversationaccordingtothesituation.Situation:MsYing-thetourguideofonehotelgroupguestcalledtheconcierge.Oneofhergroupmemberstillnoreceivehisluggagesincetheircheck-inforanhour.You,thebellcaptain,asktheinformationnecessaryandfindthatluggageinanothergroup’s.PleasegivetheresulttoMsYingASAPandsendtheluggagetotheguestimmediately.AssessmentChartName:Position:Task:Content:☆