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单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,学习情境一：前厅服务英语,学习情境一：前厅服务英语,1,学习任务:陪送客人,Name:,Jackson,Job:,Bellman,Responsibility:,To show guests to the room and introduce the facilities,学习任务:陪送客人,2,Contents,Learning Objectives 学习目标,1,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,ContentsLearning Objectives 学习,3,Learning,Objectives,学习目标,After finishing this task,you should be able to:,Accompany guests to the room,Introduce room facilities,Learning Objectives 学习目标After,4,Working Procedures,工作程序,Walk with the guests 与宾客同行,Talk to the guests 与宾客交谈,Show how to use the room key 示范如何使用客房钥匙,Enter the guestroom first 先进入客房,Turn on the lights 开灯,Hold the door open for the guests to enter 开这门让宾客进入,Point out the room facilities 指明客房设施,Extend the wishes to the guests 向客人表达祝愿,Working Procedures 工作程序,5,Working Knowledge,工作知识(1),1.,When dealing with luggage service,you should remember the following tips,Luggage will never be left unattended.（时刻照顾好客人的行李。）,All guests will be offered luggage assistance.（应为所有客人提供行李帮助。）,Bags will be delivered to guest room within minutes of completion of check-in.（客人行李在入住后分钟内送达房间。）,If guest does not want to lose sight of his luggage,Bellman will accompany the guest to his room.（尽量运送行李与客人一起进入房间。）,Working Knowledge 工作知识(1)1.Wh,6,2.Here are the service guidances for rooming the guests,Staff will knock/ring&announce presence when delivering luggage.（先敲门，报出部门。）,Luggage will be placed on luggage rack.（行李应该放置在行李架上。）,Garment bags will be placed on hook inside closet or on luggage rack.（手提西服包应挂在衣柜内。）,Attendant will wish guest a pleasant stay.（离开房间前，祝客人入住愉快。）,Working Knowledge,工作知识(2),2.Here are the service guidanc,7,Hotel Task,酒店任务,Suppose you are Jackson,now youre going to accompany the guest to his room.Please perform the task according to the hints below with your partner,角色A:你是Mr.Brown,你完成入住登记后,让行李生带你到房间。,角色B:你是行李生Jackson，你引领客人乘电梯，并向客人简单介绍酒店和房间内的设施。,Hotel Task 酒店任务Suppose you are,8,Words to know,elevator/lift,n.,电梯 key card,n.,房卡,curtain,n.,窗帘 else,adj.,其他的,stay,vi.,停留 accompany,vt.,陪同,turn on 打开 after you 您先请,Words to knowelevator/lift,9,Useful expressions,1.Accompanying the guest,陪同客人,(1)Let me show you to your room.Your room is on the 12th floor,No 1208,Mr.,(2)After you,Mr.,(3)This way,please,madam.The lift is just over there.,(4)Here you are,madam,room 308.,Useful expressions1.Accompany,10,Useful expressions,2.Introducing the room facilities,介绍房间内设施,(1)This is the in-room safe,and the mini-bar is over there.,(2)You can switch on the television with the remote control.,(3)The hotel directory is in the drawer of the desk.,Useful expressions2.Introduci,11,Useful expressions,3.Extend the Wishes to the Guest,向客人表达祝愿,(1)Have a good stay with us!,(2)Have a nice evening!,(3)Hope you enjoy your stay here!,(4)Have a good day!,Useful expressions3.Extend th,12,Activity,1.Use the directory below to help the bellman answer the following questions.用下面的酒店楼层分布指南帮助行李员回答下列问题。,Accounting Dept.,Guest Rooms 500-599,Guest Rooms 400-499,Conference Rooms A,B,C,D,General Managers Office,Guest Rooms 300-399,Fifth Floor,Third Floor,Where is the general managers office?,Its near Conference Room A on the _floor.,Where is room 517?,Its beyond accounting on the _ floor.,Fourth Floor,Activity 1.Use the directory,13,Activity,1.Use the directory below to help the bellman answer the,following questions.,用下面的酒店楼层分布指南帮助行李员回答下列问题。,Fitness Center,Pool,Spa,Whirlpool,Sauna,Conference Rooms E,F,G,H,Guest Rooms 200-299,Lobby and Lobby bar,Front Desk,Garden Coffee Shop,Guest Rooms 100-199,Housekeeping Dept.,Lost and Found,Engineering Dept.,Guest Parking Lot,Second Floor,Ground Floor,Basement,Where is the lost and found?,Its next to the pool on the _floor.,Where is the fitness center?,Its opposite the Rose Room on the _ floor.,Where is the Garden Coffee Shop?,Its near the lobby bar on the _ floor.,Activity 1.Use the directory,14,2.Circle the words that a worker uses to help a guest find a specific place.把员工使用的帮助客人找地方的词语圈出来。,Pardon me.,My pleasure.,Let me show you the way.,Come this way,please.,Excuse me.,Its at the end of the corridor.,Its on the third floor.,Its there.Do you see where Im pointing?,Activity,2.Circle the words that a wor,15,Guest Satisfaction让客人满意,If the guest feels taken care of,he is a happy guest如果客人感到被关注，他会是一个快乐的客人。,He will be coming back.他会再回来光顾。,He will tell his friends.他会告诉他的朋友。,You can make the difference.你会使这一切变得不同。,Treat him,how you would like to be treated.招待他，就像你希望被招待得很好一样,Hotel tips,Guest Satisfaction让客人满意Hotel,16,Thank you！,Thank you！,17,
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