1、A General Introduction to Business CenterLearning ProceduresLearning Objectives1Discuss & Share2Pictures of Business Center3Learning Objectives uBeing familiar with the working procedures in Business Center; uBeing good at giving service of sending or receiving a fax, typing, photocopying, ticket-bo
2、oking , etc.; u Mastering the useful words and sentences used in Business Center;uLearning the language skills to meet the guests needs; uLearning communication and cooperation skills by group study;uDeveloping service awareness by practical training.Discuss & Share What kinds of service does Busine
3、ss Center provide? Discuss and share your opinions with your classmates.Services in Business CenterServicesConvention Rooms Arranging Professional Secretarial Services Entrusted Services Baby-Sitting Interpreter Arranging Facilities Rental Souvenirs Packing Business Center in HotelsBusiness Center i
4、n HotelsBusiness Center in HotelsBusiness Center in HotelsBusiness Center in HotelsBusiness Center in HotelsBusiness Center in HotelsBusiness Center in HotelsBusiness Center in HotelsChapter 8 Business Center Unit 1 Secretarial Service Learning ProceduresIntroduction1Working Procedures 2Words, Expre
5、ssions and Sentences3Task of the Unit4Assessment5Introduction of Secretarial Service What kinds of Secretarial Service can Business Center provide?l Type-writing;l Photocopying;l Ticket-booking; l Sending and receiving fax;l Convention rooms and interpreter arranging Working Procedures1234Making wel
6、l preparations for the work; Greeting the arriving guests in a warm and polite manner;Offering a wide range of choice of business services and equipments;Asking for the requirements of the guests;5Recording the guests demand accurately and confirming the desirable time of completion;Working Procedur
7、es678910Replying the guests questions and explaining the relevant items;Explaining the service charge and understanding the way of payment;Confirming the guests names and the room numbers in the computer;Filling in the relevant forms and putting them in a file;Giving best wishes to the guests.Words,
8、 Expressions and SentencesWords & Expressions: Please read the words & expressions in the textbooks. Several students will be asked to read before the class.Useful Sentences I.Sending or receiving a fax:1.Would you please give me the fax number? Ill have the fax sent. 2.Here is your fax record, sir.
9、 Would you please sign your name here? II. Typing and photocopying:1.What font and size do you like? 2. How many copies would you like to have? 3. What size would you like to have for your copies?4.Do you have special requirements? 5.Would you like me to copy these on both sides? Useful Sentences II
10、I. Conference Rooms rental:1.What kind of function room do you need? 2.How many participants will attend the meeting? 3.We have a fully-equipped convention center that provides complete secretarial service. And the largest conference room is equipped with simultaneous interpretation facilities 4.We
11、have two large conference halls. One seats 300 people; the other has a capacity of 600 attendants. 5.Beside the largest conference hall, there are six small rooms which can hold 50 people. 6.What type of service would you require? 7. When will you hold the banquet? 8.We can arrange cocktail and buff
12、et parties for you. 9.There is a discount for the conference reservation this month. Task of the Unit A company will hold a convention in your hotel. Miss. Wang, the secretary of the company, comes to book a multi-function hall with 200 seats for their guests. The convention will be held from April
13、25th to April 30th. They need an interpreter, 20 seat cards and a limousine to get and send their guests. They need several smaller meeting rooms for discussions, too. And they also need some office support services, such as photocopying and some laptop computers as well. During the break, they need
14、 some refreshments for their guests. And they will hold a cocktail party and a buffet party during the convention. About 150 guests will be staying in the hotel. Please work in groups to simulate the reservation of the convention, using the words and sentences given in this unit, unit 1 and unit 2 i
15、n chapter 1, unit 1 and unit 8 in chapter 5, and unit 1 to unit 3 in chapter 6. Six to eight students can be in one group. Task of the UnitRoles for this task:1.The secretary from the company: to book the multi-function hall and make reservation of the cocktail and buffet parties and the guest rooms
16、;2.The manager of Guest Relations Department (客户关系服务部): to introduce the facilities and services of the hotel; 3.The Front Office manager: to arrange the multi-function hall;4.The manager of F & B Department: to settle the cocktail and buffet parties;5.One or two receptionists working in the Front D
17、esk : to arrange guest rooms;6.One receptionist working in Business Center: to show and introduce the conference room;7.A narrator : to introduce the working procedure of renting a conference room and the work of the group;Task of the UnitRequirement:1. One student from each group introduces the wor
18、king procedure of renting a conference room and the work of the group. The other students from the group give the class a show of renting a conference hall, reservation for the guest rooms and the cocktail and buffet parties.2. Students from other groups ask questions and make comments.AssessmentlEa
19、ch group will grade the other groups as well as itself.lThe professor will grade each group.lThe assessment forms will be given to the students before they start to fulfill the task.Chapter 8 Business Center Unit 2 Ticket Booking Service Learning ProceduresIntroduction1Working Procedures 2Words, Exp
20、ressions and Sentences3Task of the Unit4Assessment5Introduction of Ticket Booking Service What are the main functions of the ticket booking service in Business Center?l Helping guests book means of transportation;l Giving convenience to the hotel guests; l Satisfying the tickets great demands in hea
21、vy traffic.Working Procedures1234Greeting the guest warmly and politely;Making sure the kinds of transportation vehicles the guest wants to travel by;Recording the guests demand accurately and making a confirmation;Asking the guest to show his certificate or other identification material for reserva
22、tion;Working Procedures578Going through payment procedures according to hotel rules;Verifying the reservation data with a computer for confirmation.Telling the guest the latest time of fetching the ticket.Words, Expressions and SentencesWords & Expressions: Please read the words & expressions in the
23、 textbooks. Several students will be asked to read before the class.Useful Sentences II. Booking train tickets:1. There are two trains leaving for Beijing on that day. One is express and the other is ordinary. What kids of train do you prefer? 2. Would you like hard-sleeping berth or soft-sleeping b
24、erth? 3. Im afraid that train ticket is fully booked. 4. They only have tickets for a hard seat. I.Booking air-tickets: 1.Which days ticket would you like? 2. Do you like a window seat or an aisle seat? 3. Which seat would you like, a smoking or non-smoking seat? 4.Which do you want, economy or firs
25、t class? 5.How many tickets would you like, please? Useful Sentences III. Ways to pay and get the tickets:1.The charge of your air ticket is 2,800 yuan altogether. How would you like to pay for it? 2. You can get your tickets on the morning of June 5th. 3. Would you like me to send your tickets to y
26、our room or keep them at Business Centre for your collection? 4. Thats fine. Well send your ticket to your room tomorrow morning. Task of the Unit A business tour from Canada is staying in your hotel. After business, some of the guests will visit Shanghai. They want to go by train. Some of them must
27、 go back to Canada. They will go by plane. And some of them want to go to Hong Kong by ferry boat. Michelle, the guide of the tour comes to book tickets for their guests. The train tickets are on Sep. 13th. The air tickets are on Sep. 14th. And the tickets for ferry boat are on Sep. 15th. The guests
28、 also want to get some information about the tickets for the local scenic spots. Please work in groups to role play the situation, using the words and sentences given in this unit. Three to four students can be in one group. One or two play roles as receptionists working in Business Center. They sho
29、uld be familiar with the time and places of departure and arrival of the transportation vehicles. One acts as the guide from the tour. The other plays as a narrator to introduce the main functions of the ticket-booking service at Business Center and the working procedure of booking tickets.Task of t
30、he UnitRequirement:1. One student from each group introduces the main functions of the ticket-booking service at Business Center and the working procedure of booking tickets. 2. Two or three students from the group give the class a show of ticket-booking. 3.Students from other groups ask questions a
31、nd make comments.AssessmentlEach group will grade the other groups as well as itself.lThe professor will grade each group.lThe assessment forms will be given to the students before they start to fulfill the task.Chapter 8 Business Center Unit 3 Offering Information Learning ProceduresIntroduction1Wo
32、rds, Expressions and Sentences2Task of the Unit3Assessment4Introduction of Offering Information What kinds of information can Business Center provide?lTourism Information;lLocal food Information;lRestaurants Information;lEntertainment Information Words, Expressions and SentencesWords & Expressions:
33、Please read the words & expressions in the textbooks. Several students will be asked to read before the class.Useful Sentences I.Telling the means of transportation:1.If you take a taxi, it will take you 15 minutes. It may cost you about 25 yuan.2.You could either go by underground or taxi. Ill be p
34、leased to arrange a taxi for you if you like. 3.You can take a No. 33 bus to get there. 4.You can take a No. 23 bus and then change to bus No. 13 at5.Just take the subway to Stadium station and transfer to line 3. Follow the direction to the Exhibition Hall.II. Telling the reasons of recommendation:
35、1.They are both worth visiting. 2. I suggest you go to the Ocean Park. Its a good place for both children and adults.3.There are many historic sites in our city like Jade Buddha Temple and Yuyuan Garden.4. The Terra-cotta Warriors and Horses is a very nice place to go. Useful Sentences III. Suggesti
36、ons for the tour:1.Do you want to go alone or with a group? 2. You can book a day tour and take a guided trip. 3. You can take two one-day city tours. 4.Are you looking for a package tour or just transportation and hotels? Task of the Unit A family (two adults and one kid) from Australia will be sta
37、ying in your hotel for two weeks. They are spending their Christmas holidays. They want to go sightseeing around the city and take a short trip to the places nearby. Theyd like to travel by themselves. But they need a local guide. And they also want to taste some typical local food. The guest, Mr. B
38、ennett comes to Business Center to inquire about it. Please work in groups to role play the situation, using the words and sentences given in this unit. Three to four students can be in one group. One student plays role as a receptionist working in Business Center. He or she should know some attract
39、ions, typical restaurants, local food or snacks and the location of the attractions and restaurants, transportation or expenses as well. One student acts as the local guide for the family. The guide should not only introduce the attractions but also tell them something about Chinese culture. The oth
40、er two play roles as the family members.Task of the UnitRequirement:1.To give the show group by group;2. To ask questions and make comments from the other group.AssessmentlEach group will grade the other groups as well as itself.lThe professor will grade each group.lThe assessment forms will be give
41、n to the students before they start to fulfill the task.Chapter 8 Business Center Unit 4 Entrusted Services Learning ProceduresIntroduction1Words, Expressions and Sentences2Task of the Unit3Assessment4Introduction of Entrusted Services What kinds of entrusted service can Business Center provide?lExp
42、ress Mail Sending;l Equipments Renting;l Souvenirs Packing ;lBaby-sitting;lWords, Expressions and SentencesWords & Expressions: Please read the words & expressions in the textbooks. Several students will be asked to read before the class.Useful Sentences I. Equipments Renting1.We have some typewrite
43、rs on loan. 2.The charge is 10 yuan per hour. You need to pay 2000 yuan as deposit previously.3.There are several brands of computers at Business Center, such as Lenovo, HP ,IBM and Toshiba. What brand do you prefer? How long do you want to rent the computer?4. Im sorry, sir. Our photocopier is out
44、of order. II. Express Mail Sending1. How would you like to mail the letter, by airmail or express mail? 2. There are two ways of delivery, express and ordinary. What way do you prefer?3. The charge is 15 yuan for your express mail. Useful Sentences III. Baby-sitting Services: 1.How old is your baby?
45、 Whats the gender? 2.Is he/ she in good health? 3.Do you have any special requirement in the service? 4.We have qualified baby-sitters. They are all well-educated and reliable. 5.Its 90 yuan per hour, for a minimum of 2 hours. 6.Bring your children here at the time designated in the form. Task of th
46、e Unit Richard Stewart is spending his holidays with his wife Marilyn and their son Max. They are staying in your hotel now. They bought a lot of presents for their family and their friends. Some of the presents are too big to be taken with. They want to send them home. On the last evening, Richard
47、and his wife will go to a party with a present in decorative paper. And they cant take their son with them because their son is only one year old. They come to Business Center to inquire about the service of sending parcels, packaging the present and the babysitting. Please work in groups to role pl
48、ay the situation, using the words and sentences given in this unit. Three to four students can be in one group. One student plays role as a receptionist working in Business Center. He or she should know the ways of sending parcels, the procedure of babysitting service and the charge of these service
49、s. The receptionist helps the guests with the packaging as well. Two students act as the guests and the other plays role as a narrator to introduce the procedure of babysitting service and sending parcels.Task of the UnitRequirement:1.One student from each group gives a detailed explanation of the s
50、ervice charge and terms. Two or three students from the group give the class a show of the services. 2. Students from other groups ask questions and make comments.AssessmentlEach group will grade the other groups as well as itself.lThe professor will grade each group.lThe assessment forms will be gi
