1、中国人民大学出版社中国人民大学出版社饭店情景英语饭店情景英语 Lesson 7 Telephone Manner 电话礼仪电话礼仪Major Contents I.Leading-in II.Dialogues III.Words&Expressions IV.Exercises第一章酒店基础英语第一章酒店基础英语中国人民大学出版社中国人民大学出版社饭店情景英语饭店情景英语 Lesson 7 Telephone Manner 电话礼仪电话礼仪第一章酒店基础英语第一章酒店基础英语?1.Why need?2.How?I.Leading-inBACK NEXT中国人民大学出版社中国人民大学出版社饭店
2、情景英语饭店情景英语 Lesson 7 Telephone Manner 电话礼仪电话礼仪第一章酒店基础英语第一章酒店基础英语1.Why need?When you talk to guests on the telephone,your manner should not be any different to when you talk to them in person.Only this time everything about you and the hotel is conveyed through your voice.To the caller you will be the
3、 hotel and the way you sound will not only tell him how you do your job,but also the standards of efficiency and courtesy of the hotel.You will be the one to give him his first impression of the hotel.I.Leading-inPREV.NEXT中国人民大学出版社中国人民大学出版社饭店情景英语饭店情景英语 Lesson 7 Telephone Manner 电话礼仪电话礼仪第一章酒店基础英语第一章酒
4、店基础英语2.How?The general pattern for answering the telephone is:1)Answer it quicklywithin three rings.2)Greet the caller.e.g.Good morning.3)Identify the hotel or the department.4)Offer help.5)Find out what the caller wants.I.Leading-inPREV.NEXT中国人民大学出版社中国人民大学出版社饭店情景英语饭店情景英语 Lesson 7 Telephone Manner 电
5、话礼仪电话礼仪第一章酒店基础英语第一章酒店基础英语2.How?6)Make a note.7)Actgive the caller an answer or refer him to a colleague.8)Confirm.9)Close the call.10)Follow up.Remember,you should be courteous at all times and speak slowly,clearly and accurately.I.Leading-inPREV.BACK中国人民大学出版社中国人民大学出版社饭店情景英语饭店情景英语 Lesson 7 Telephone
6、 Manner 电话礼仪电话礼仪第一章酒店基础英语第一章酒店基础英语(C:ClerkG:Guest)C:Good morning,Garden Hotel.May I help you?G:Good morning.I would like to make a reservation for a double room for the 6th of June.C:Certainly Sir.May I have your name,address and telephone number please?G:My name is Henry White and my address is 234
7、 Cape Road,Stanley.My telephone number is 540421.II.DialoguesPREV.NEXTDialogue 1中国人民大学出版社中国人民大学出版社饭店情景英语饭店情景英语 Lesson 7 Telephone Manner 电话礼仪电话礼仪第一章酒店基础英语第一章酒店基础英语(C:ClerkG:Guest)C:Thank you,Mr.White.Thats a double room for the 6th of June.Am I right?G:That is correct,thank you.C:Thank you for calli
8、ng and we look forward to seeing you.II.DialoguesPREV.NEXTDialogue 1中国人民大学出版社中国人民大学出版社饭店情景英语饭店情景英语 Lesson 7 Telephone Manner 电话礼仪电话礼仪第一章酒店基础英语第一章酒店基础英语(C:ClerkG:Guest)C:Good afternoon,Brook Restaurant.May I help you?G:Good afternoon.I would like to book a table for two,for 8 oclock tonight.C:Certain
9、ly Sir.May I have your name and room number please?G:Yes,my name is Jack Smith,and my room number is 933.II.DialoguesPREV.NEXTDialogue 2中国人民大学出版社中国人民大学出版社饭店情景英语饭店情景英语 Lesson 7 Telephone Manner 电话礼仪电话礼仪第一章酒店基础英语第一章酒店基础英语(C:ClerkG:Guest)C:Thank you,Mr.Smith.Thats a table for two,for 8 oclock tonight.I
10、s that right?G:Thats correct.C:Thank you for calling,Mr.Smith,and we look forward to seeing you this evening.II.DialoguesDialogue 2PREV.BACK中国人民大学出版社中国人民大学出版社饭店情景英语饭店情景英语 Lesson 7 Telephone Manner 电话礼仪电话礼仪第一章酒店基础英语第一章酒店基础英语in person 亲自;当面convey v.传播;传达efficiency n.效率impression n.印象;感想refer somebody
11、to 使求助于;指点reservation n.预订;预约look forward to 期待着follow up 跟踪服务accurately adv.准确地;正确无误地 III.Words&ExpressionsBACK NEXT中国人民大学出版社中国人民大学出版社饭店情景英语饭店情景英语 Lesson 7 Telephone Manner 电话礼仪电话礼仪第一章酒店基础英语第一章酒店基础英语 III.Words&Expressions1.Good morning/afternoon/evening.2.Garden Hotel/Front Office/Mayflower Restaur
12、ant.3.May I help you?4.May I ask who is calling please?5.May I have your room number please?6.May I have your name/address/telephone number please?7.Who is calling please?8.Yes,of course.9.Yes,thats fine.PREV.NEXTUseful Expressions中国人民大学出版社中国人民大学出版社饭店情景英语饭店情景英语 Lesson 7 Telephone Manner 电话礼仪电话礼仪第一章酒
13、店基础英语第一章酒店基础英语 III.Words&Expressions10.Certainly,Sir.11.Please wait a moment,Sir.12.Thats a double room for the 6th and 7th of June.13.Thats a table for two at 8 p.m.tonight.14.Thats two spaghettis(意大利式细面条)and an orange juice(果汁)for Room 839.15.Thats right.16.Is there anything else I can do for you,
14、Sir?17.Thank you for calling,Mr.Smith.We look forward to seeing you.18.Please do not hesitate(犹豫)to call us again if you have any other problems.PREV.BACK中国人民大学出版社中国人民大学出版社饭店情景英语饭店情景英语 Lesson 7 Telephone Manner 电话礼仪电话礼仪第一章酒店基础英语第一章酒店基础英语 IV.Exercises Read the sample dialogue and then practice in pai
15、rs according to the given situations.BACK(C:ClerkG:Guest)C:Good morning,bell service.May I help you?G:Yes,I have two suitcases(手提箱;衣箱)to be taken down to the lobby.Can you come to help?C:Of course,Sir.May I ask your name and room number please?G:Its George Brown in Room 612.C:OK,Mr.Brown.I will collect them right away.G:Thank you.C:Youre most welcome,Sir.
