1、Unit 12Lost and Found ServiceLearning ObjectivesIn this unit you will learn:How to show sympathy How to help guest(s)find the missing thingsI.SNAPSHOT Reading Tips The lost and found service is a kind of professional work,for it often involves legal issues.When guests report loss in the hotel,we mus
2、t try our best to help them find their lost properties.It is also the symbol of high quality service.Guests may lose their valuable things in the hotel such as Wallet钱包钱包 Cash现金现金 Clothes衣服衣服 Files文件文件 What other valuable things would guests perhaps lose in a hotel?What should you say when guests lo
3、se their valuables?The procedure of lost and found service Step 1 Listen倾听 Step 2 Show sympathy表示同情 Step 3 Ask the details询问详细情况 Step 4 Take notes做记录 Step 5 Take actions立即行动 Step 6 Notify the result反馈结果II.CONVERSATIONScene:Mr.White missed something in the room.Listen to the dialogue and answer this
4、question:What does the guest lose?(C:Clerk;G:Guest)C:Good morning,sir.Can I help you?G:Good morning.I need your help.You see,my wallet is missing.Ive looked for it everywhere,but in vain.Can you help me to find it?C:Im sorry to hear that,sir.Well do our best to help you.May I know your name and your
5、 room number?G:Peter White,Room 706.C:Could you tell me when and where you found it missing?G:This morning,in the restaurant.I wanted to pay the bill after breakfast,but I didnt find it.C:Can you tell me the features of your wallet,Mr.White?G:Well.Its black and made of leather.C:And whats in it?G:Ab
6、out 800 yuan and two credit cards.C:Where have you been this morning?G:The business center,lobby bar and the restaurant.C:Dont worry,sir.Lets try to look for it and well contact you as soon as we find it.G:Thank you very much.C:Its my pleasure.Read the dialogue and answer these questions:Where might
7、 the guest lose his wallet?What other details should the clerk ask the guest?Key Words and Phrases wallet wlit n.皮夹，钱包 missing misi adj.丢失，遗漏 feature fi:t n.特征，特点 leather le(r)n.皮革 a.皮制的 lobby bar 大堂酒吧 credit cards 信用卡 in vain 徒劳的 pay the bill 付账III.FOCUS INHelp guests to find the missing valuables
8、Show sympathy:Im sorry to hear that.表示同情 非常抱歉听到这样的消息。Well do our best to help you.我们会尽最大的努力来帮助您。Dont worry.不用担心。Ask details:May I know your name and room number?询问细节 请问您的姓名和房间号码？Can you tell me when and where you found it missing?请问您是在什么时间和地点发现它丢掉的？Could you tell me the features of your wallet?请问您的钱
9、包有什么特征？Whats in it?里面都装的什么？Where have you been?你去过哪里？Using what you have learned above.A.Match the following sentences.1.I lost my bag in the hotel.a.In the coffee shop.2.In which place did you find it missing?b.Its black.3.What are the features of your bag?c.Im so sorry to hear that.B.Choose the pr
10、oper words to complete the following sentences:features,missing,is made of,credit card,lobby bar 1.I need your help.My computer is .2.Do you pay in cash or in?3.Please tell me the of Mr.Smith.Ill meet him at the .4.This jacket excellent leather.C.Pair Work Make a dialogue according to the situation
11、below.Mr.White lost his suitcase in the hotel this morning.And he went to the lost and found service for help.The clerk,Liu Yan,receives him and helps him to find his suitcase.IV.LISTENING Directions:Listen to a dialogue and fill in the blanks:(C:Clerk;G:Guest)C:Good morning.Mr.Stone.Ive got good fo
12、r you.We have found your bag.G:You have it?Oh,really?C:Yes.Our staff found it in the last night.G:Oh,great.is it now?C:Here it is.Is this yours?G:Exactly.This is my bag.Thank you very much.C:Please check the bag everything is in it.G:Yes,my wallet,cellphone and .Everything is OK.Its very kind of you
13、.C:My .V.INTERCHANGE ACTIVITIESA.Pair Work Work in pairs to write as many requires as possible about lost and found service,using what you have learned above.B.Role-play:In the guestroom Guest(student A):You are very anxious,because you lost your passport.And now you ask help from a clerk in lost an
14、d found department.Clerk(student B):You listen to the guest patiently and then ask him or her some details.VI.HOMEWORKA.Complete the dialogue between a guest(G)and a clerk(C).C:.G:Please do me a favor.Can you help me to find my cellphone?C:.G:John Smith,Room 801.C:.G:Well,its white,and the brand is Anycall.C:.G:In the restaurant this afternoon.C:.G:Ive been to the coffee shop and the lobby bar.C:Dont worry._.G:Thank you.
