《現代酒店服務英語》Chapter3 禮賓部服務

清華大學出版社ServiceEnglishinModernHotel現代酒店服務英語ChapterThreeConciergeDeskService禮賓部服務

ServicePosition服務崗位Inhotels,theConciergeDeskisapositionoftheFrontOfficeDepartment.Itismainlyinchargeoftheluggageandcarrentalservicesoftheguestwhostaysatthehotel.TheguestalwaysturnstotheConciergeDeskforhelpwhenhemeetssometroubleorwantstoenjoyhimselfduringhisstayatthehotel.ThereforetheserviceoftheConciergeDeskcangivetheguestthemostimportantimpressiononhotel’sfameandimage.

ConciergeDesk禮賓部luggage（n.）行李fax（n.）傳真package（n.）包裹、郵包reserve（v.）預訂travelagency旅行社dock（n.）

碼頭tourguide導游vehicle（n.）交通工具consign（v.）運送fame（n.）聲譽scenicspots景點KeyWordsandExpressionsSkillsandAttainments服務技能與素養(yǎng)UnitFiveLuggageService單元5行李服務

ProcedureofService服務流程LuggageservicewhentheguestfirstlycomestothehotelLuggageservicewhentheguestisgoingtocheckout

ServiceConversation9WelcometotheGreatWallHotel

1.Howmanypiecesofluggagedoestheguesthave?2.Whentheguestcomestothehotel,whoserveshimfirst?3.Whatshouldabellboydowhentheguestcomestothehotel?Answerthequestionsaccordingtotheserviceconversation.Practice

ServiceConversation10IsItChargedorFree

1.Howdoestheguestdealwithhisluggageaftercheckingout?2.Whowouldservetheguestwithhisluggage?3.Willtheguestpayfortheluggagelook-afterservice?4.Whatinformationshouldtheguestprovidewhenhewantstocollectluggage?Answerthequestionsaccordingtotheserviceconversation.Practice

rental（n.）出租cozy（adj.）舒適的brochure（n.）手冊emergent（adj.）緊急的fetch（v.）取來，拿來tag（n.）標簽suitcase（n.）行李箱charge（v.&n.）收費KeyWordsandExpressions

PerformanceforService模擬演練TaskAGuestCardGuestname:TomSmithRoomnumber:Room1206Piecesofluggage:3Timeofkeepingluggage:1dayFeeofluggagelook-after:2yuan

Performtheconversationaboutluggagelook-afterserviceinpairsaccordingtothefollowingtwocards

PerformanceforService模擬演練ClerkCardGuestnameRoomnumberHowmanypiecesofluggage?Howlongtokeepluggage?Howmuchisthefeeofluggagelook-after?

PerformanceforService模擬演練TaskBMaryWhiteinRoom516ofBeijingHotelisgoingtocheckoutat12a.m.，butsheplanstovisitTianjinandreturnstoBeijingthenextday.Marydoesn’twanttotakesomanysuitcases,soshecallstheConciergeDeskaskingforluggageservice.TheclerkLilyintheConciergeDeskreceivesthecallandexplainsthedetailsaboutluggageserviceandthensendsthebellboyXiaopingtofetchMary’s4piecesofluggage.UnitSixCarReservationService單元6車輛預訂服務

ProcedureofService服務流程CarreservationattheConciergeDeskProvideinformationaboutthecarreservation,suchastypeofcar,chargeofcarrental,etc.Askfortheguest’sinformation,suchastheguest’sname,roomnumber,typeofcar,destination,departureandreturntime,etc.Confirmtheguest’sinformation.Thanktheguestforcalling.

ProcedureofService服務流程CararrangementatthedoorAsktheguestwhetherhewantsataxi.Arrangeataxiwaitingatthegateofthehotel.Telltaxidriverthedestinationoftheguest.

ServiceConversation11CallingaTaxiattheHotelGate

Wherewilltheguestgo?Whatshouldthedoormandowhentheguestisleavingthehotel?Howshouldthedoormandealwiththeluggagethattheguesttakes?Answerthequestionsaccordingtotheserviceconversation.Practice

ServiceConversation12CarReservationattheConciergeDesk

1.Wherewilltheguestgo?2.Whenwilltheguestleavefromandreturntothehotel?3.Whatkindofvehiclewilltheguestrent?Answerthequestionsaccordingtotheserviceconversation.Practice

SUV(sport-utilityvehicle)（n.）運動型多功能車jeep（n.）吉普車charge（n.）收費、要價rent（v.&n.）出租rental（n.）出租fuel（n.）燃料reasonable（adj.）公道的,合理的KeyWordsandExpressions

Whenhandlingthecarreservations,usethepolitelanguage.車輛預訂中注意使用禮貌服務用語。Askfortheguest’sinformation,suchastheguest’sname,roomnumber,kindofcar,destination,departureandreturntime,etc.詢問客人的租車信息，如客人的姓名、房間號、車型、目的地以及往返時間等。Afterfinishingthecarreservation,makesuretoconfirmalloftheinformation.在完成車輛預訂工作之后，一定要確認所有的信息。PointsofServicePerformance服務演練要點

PerformanceforService模擬演練TaskAGuestCardGuestname:TomSmithRoomnumber:Room1123Carrentaldate：August23Departuretime:6.amReturntime:

7.pmDestination:theGreatWallPersons:15Vehicletype:acoachwith20seatsWayofreservation:telephoneTelephonenumber:159****5036

Performanceinpairsaccordingtothefollowingtwocards.

PerformanceforService模擬演練ConciergeReceptionistCardGreettheguestNameoftheguestRoomnumberoftheguestTelephonenumberoftheguestCarrentaldateDepartureand