1、主讲：徐琰Help fill out the formsHelp solve some problems Notify some facilitiesSituation 1:Chen Yan helps Joe Simpson,the tour leader of the American tour group,checking in at Lakeview Hotel.Whats the groups problem?What does Chen Yan do first?Whats Sams request?How does Chen Yan help solve the problems
2、?What does she tell Joe before leaving the hotel?What help may a guide offer to a tour group checking in at a hotel?Weve made a reservation through our travel agency.Im going to help you check into the hotel,Joe.Ok,thank you.Would you please get your groups passports ready?Ok,here you are.Good.Would
3、 you please help fill out the forms and ask your group members to sign them?No problem.Well,Joe,there are altogether 15 people in your group,arent there?Yes?So Im afraid someone alone in your group will have to pay the price difference(房间差价)for the twin room according to the contract(合同).Yes,I know.
4、Thats Sam.But is it possible for him to have a single room instead of the twin room?He will pay the price difference.Ok,let me check with the receptionist.Well,fortunately there is one single room left for Sam.So everything is done.After some negotiationHere are the 16 passports including yours and
5、the key cards to your rooms,and Room 501 is the single room on the fifth floor.Thank you very much.You have been so helpful.Sam is very satisfied as well.Its a pleasure.Now the elevator is on the right.Your luggage will be delivered to your rooms soon.Breakfast buffet(自助餐)is served from 7:00 am to 9
6、:30 am on the second floor.And the morning call is set for 7:30 am.Do you need any other help?No,thank you.Everything is perfect.And your room number is 312,is that right?Yes,it is,Room 312.So,see you at 9:00 am tomorrow down in the lobby.Good night.See you.Good night.ReflectionroomtwindoubleQueen K
7、ingtriplesuitesinglestandard 标准的 superior高级的 deluxe 豪华的Collect the passports and fill out the form.ReflectionWhat does Chen Yan do first?Someone alone in the group has to pay the price difference for a twin room.ReflectionWhats the groups problem?He wants to have a single room instead of a twin room
8、.ReflectionWhats Sams request?She checks with the receptionist.Luckily,Sam can have a single room rather than a twin room.ReflectionHow does Chen Yan help solve the problems?She informs him of some hotel facilities such as the time and place for the Breakfast as well as the location of the lift.Refl
9、ectionWhat does Chen Yan tell Joe when giving out the key cards?Im sorry,one of your group has to pay the price difference according to the contract.Reflection对不起，根据合同，你们中的一个人得支付房费的差价。The lift is on the left next to the Business Center.Reflection电梯就在左边，旁边是商务中心。Breakfast buffet is served from 6:30 am to 9:00 am on the 6th floor.Reflection自助早餐在6楼，六点半开始，九点结束。Breakfast buffet starts from 6:30 am and closes at 9:00 am on the 6th floor.Your luggage will be delivered to your rooms soon.Reflection你们的行李马上就会送到你们的房间。Help fill out the formHelp solve some problems Notify some facilitiesGuides Role
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