1、 Concierge Service（礼宾服务）（礼宾服务）Warming up:who:bellmanWorking place:at the concierge;at the reception desk Service progress and practical expression：1.Greeting guestFor example:“Mr.,Mrs.,Ms.,sir,madam,ladies and gentlemen,that lady,the lady with you,the gentleman with you”2.Counting luggage with guest
2、 How many pieces of luggage do you have?How much luggage of luggage have you brought with us?Let me help you with your luggage3.Leading guest to the front desk4.Leading guest to the room5.Introducing rooms and serviceKey points:Polite language should be used during the whole service process.礼貌服务语言要贯
3、穿在整个服务流程中。“May I have your name and telephone number,please?”“How many nights will you stay with us,sir?”“What type of room would you prefer,lady?”“Could I have your arrival and departure date,please?”concierge knse n.礼宾部，看门人 Golden Key Service 金钥匙服务Show Rooms 介绍房间Book Tickets 订票服务Carry Luggage 帮客人拿
4、行李Provide Hotel Information 介绍酒店Book Taxi 预订出租车 The Procedure of Welcoming Guests1.Greeting guests 问候客人问候客人2.Counting luggage 清点行李清点行李3.Leading guests to the front desk 引领客人至总台引领客人至总台4.Leading guests to the rooms 引领客人至客房引领客人至客房5.Introducing rooms and services 介绍房间及服务介绍房间及服务 luggage lgd n.行李行李suitcas
5、e sutkes n.手提箱手提箱handbag n.手提包手提包trolley casetrl kes n.拉杆箱拉杆箱单肩包单肩包 shoulder bagcart kt n.手推车手推车luggage cart 行李车行李车caf kfe n.咖啡馆咖啡馆first-class 一流的一流的western-style 西式的西式的bar b n.酒吧酒吧convenience knvinns n.方便方便 at your convenience 在您方便之时在您方便之时introduction,ntrdk()n n.介绍介绍introduce V.介绍介绍luggage lgd n.行李
6、行李 suitcase sutkes n.手提箱手提箱handbag n.手提包手提包 caf kfe n.咖啡馆咖啡馆cart kt n.手推车手推车 luggage cart 行李车行李车first-class 一流的一流的 western-style 西式的西式的bar b n.酒吧酒吧convenience knvinns n.方便方便 at your convenience 在您方便之时在您方便之时introduction,ntrdk()n n.介绍介绍introduce V.介绍介绍What kind of service does the bellman offer to the
7、 guest?The bellman carries luggage,provides hotel information and leads the guest to the room.Dialogue 1 What does the bellman do after greeting the guest?The bellman counts the luggage.Key sentences Step1 问候客人：问候客人：Shall I help you with your luggage?=_/_ I help you with your baggage?没关系：没关系：Its my
8、pleasure.=_.=_.=_.You are welcomeCanMayNot at allThats all right/OK Step2 清点行李清点行李 One suitcase and one handbag,are these all yours?Are these all your baggage?Step3引领客人去总台引领客人去总台 This way,please,sir.Follow me,please.Please check-in at the front desk and Ill wait for you.Step4引领客人至客房引领客人至客房 Let me sh
9、ow you up to your room.Follow me,please.This way,please.Here is your room.Step5介绍房间及服务介绍房间及服务Our hotel is a first-class hotel(5-star hotel)and chosen as the favorite place to There are three Chinese restaurants,two western-style restaurants,a bar and a 24-hour caf.There is a coffee shop on the third
10、 floor.They are ready to serve you at your convenience.The business center can send faxes send e-mails,type documents,photocopy documents and post letters for you.Act the dialogueRevision 行李行李 手提箱手提箱 手推车手推车 介绍介绍 大堂服务大堂服务 一流的酒店一流的酒店 西式的餐厅西式的餐厅 一个一个24小时咖啡厅小时咖啡厅 在你方便的时候在你方便的时候 luggage suitcase cart int
11、roduce concierge service a first-class hotel a western-style restaurant a 24-hour caf at your convenienceair conditioner 空调 knd()n control panel 控制面板 pn()llaundry service 洗衣服务lndri n.洗衣，洗衣店channel n.频道tn()l dial dail v.拨电话拨电话immediately midtl adv.立即立即tip tp n.小费小费take tips 拿小费拿小费air conditioner knd(
12、)n 空调空调control panel pn()l控制面板控制面板laundry service lndri洗衣服务洗衣服务channel tn()l n.频道频道dial dail v.拨电话拨电话immediately midtl adv.立即立即tip tp n.小费小费take tips 拿小费拿小费 Dialogue 2 What does the bellman introduce to the guest?On which channel can the guest enjoy English programs?How can the guest get laundry ser
13、vice?The bellman introduces the room facilities and the laundry service.On Channel 5 and Channel 6.Dial 16 for laundry service.Key sentences Step1 放置行李放置行李 Where would you like me to put your luggage?Step 2 介绍房间设施介绍房间设施 This is the air conditioner control panel.And the bathroom is over there.We offe
14、r hot water 24 hours a day.You can enjoy English programs on Channel 5 and Channel 6.酒店名称：酒店名称：New Century Grand Hotel客人行李：一个拉杆客人行李：一个拉杆箱一个手提包箱一个手提包酒店情况：五星级酒酒店情况：五星级酒店，包括店，包括3个中餐厅，个中餐厅，2个西餐厅，个西餐厅，1个日本个日本料理店料理店(Japanese restaurant)，一个酒，一个酒吧，一个雪茄吧吧，一个雪茄吧(cigar bar),两个咖啡两个咖啡馆馆房间设施：免费无线房间设施：免费无线网络网络(free wireless)24小时提供热水小时提供热水拨打拨打2010转前台转前台 2012转客房服务转客房服务 2016转洗衣服务转洗衣服务频道频道5和和6为英文，为英文，7为法文，为法文，8为日文为日文
