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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：前厅效劳英语,学习任务:门应效劳,Name:,Tom,Job:,Bellman,Responsibility:,To welcome guests at the hotel door and help guests with the luggage.,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,Learning,Objectives,学习目标,After finishing this task,you should be able to:,Handle bell service,Understand guests requests,Working Procedures,工作程序,Greet guests 问候客人,Open the door 开门,Go up and welcome guests 迎上并欢送宾客,Handle luggage carefully 小心搬运行李,Load luggage onto a luggage cart 将行李搬到行李车上,Direct guests to the front desk 引导宾客到前台,Working Knowledge,工作知识(1),1.How to handle luggage service,Greeting Guests,Hotel employees should greet guests in a warm and friendly manner.,酒店员工应该以热情友好的方式问候宾客。,Unloading the Luggage,The bell attendants must offer assistance with luggage.,行李生要主动带宾客拿行李。,Moving the Luggage,When handling luggage,bell attendants should confirm the number of pieces of luggage.,在接受行李时，行李生要确认行李的件数。,Working Knowledge,工作知识(2),2.,Pay attention to say the proper sentences under the situations below.,Situation,Sentences Used,Ask the guest how many pieces are to be sent up,How many pieces of luggage do you have,Mr.,?,Ask the guest to describe the luggage,What does your luggage look like and what color is it?,Inquire if the guest has the luggage tag,Did you receive any luggage tag upon arrival,Mr.,?,Hotel Task,酒店任务,Suppose you are Tom,now youre going to help the guest with the luggage.Please perform the task according to the hints below with your partner.,角色A:你是George Brown,你早上坐出租车到达酒店。你共有三件行李，两个行李箱和一个袋子。,角色B:你是行李生Tom，你帮Brown先生从出租车取出了行李,然后推出一辆行李车，送客人到前台办理入住登记。,Words to know,luggage/baggage,n.,行李 suitcase,n.,旅行箱,altogether,adv.,总共 handbag,n.,手提袋,piece,n.,片，件 put,vt.,放,luggage cart 行李车 help sb.with.帮某人做,Useful expressions,1.Helping the Guest with Baggage,帮助客人拿行李,(1)May I have you with your bags,sir?,(2)Let me carry the baggage for you.,(3)How many pieces of baggage do you have in all?,(4)Wait a moment,please.Ill get a baggage cart for you.,(5)Is there anything breakable or valuable in your baggage?,Useful expressions,2.Directing the Guest,指引客人,(1)Ill show you to the front desk.,(2)Let me show you to the front desk.,(3)Come this way,please.,(4)You first,please.,Activity,1.,Circle the words a good worker uses to help guests.,把优秀员工在帮助客人时使用的句子勾出来。,Activity,I dont know.2.Ill find out for you.,3.Enjoy your stay 4.I cant do that.,5.How may I help you?6.Let me show you.,7.May I help you with that?8.Ill tell the front desk right away.,9.Its too much trouble.10.Dont ask me.,2.Look at the picture below and describe it with the given words.,看下面的图片，并用给出的单词描述图片的内容。,luggage cart,put,bellman,suitcase,Activity,要成为一名优秀的行李员，在效劳过程中应该注意以下细节：,Contact 与客人建立良好的接触,Security 客人的平安,Information 给客人提供必要的信息,Sales 适时销售酒店设施,Guest Satisfaction 让客人满意,Luggage 帮助客人运送行李,Hotel tips,Thank you！,
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