1、Sub-module 8:Lost and Found Professional CompetenceCompetence Objectives:how to make a clear explanation about lost and found to the customershow to express that well try our best to find the lost for the customershow to have the customers comfort in our sincere servicesContentsJob Knowledge and Exp
2、erienceSample CasesTechnical TrainingIntroduction to Hotels Job Knowledge and Experience If the customer has lost his valuable personal items,hellcertainly ask you to find them out right away.Dont be nervous.Take the following steps:1.First of all,we should let the clients look over their personal i
3、tems to prevent the loss;2.In the event of losing items they should be the first to call the Lost Property Office,and draw on their memories of the activities of the whole day;Job Knowledge and Experience3.As a hotel management staff,we must take all possible measures as soon as possible in order to
4、 help customers to find out the lost items;4.We should help the customers relax and show that we have enough confidence in finding out the lost items;5.Finally,fill out the list of Lost and Found and then ask customers to sign their names.Sample CasesCase 3:1.Shall we check your room for you?需要我们在房间
5、帮您找找吗？需要我们在房间帮您找找吗？2.Could you describe your camera in detail?Ill keep a record.您可以详细地描述一下您的相机吗？我做一下记录。您可以详细地描述一下您的相机吗？我做一下记录。3.When and where did you first find your camera missing?什么时候在哪里发现您的相机丢了呢？什么时候在哪里发现您的相机丢了呢？4.Well do our best to find your camera in the shortest possible time.我们会尽可能在最短的时间里帮您
6、找到相机的。我们会尽可能在最短的时间里帮您找到相机的。I.Role PlayTechnical TrainingMr.Paversak,a traveler around the world,has already been in Tianjin.Spring Festivalis coming.So he wishes to buy someChinese traditional presents for his family.At last he has visited to Tianjin AncientCulture Street for a whole day,on his wayh
7、e recorded the changes of Tianjin byusing his video.In the evening,he got to the hotel and didnt find his video.He called The Lost-and-Found Office.Meanwhile,the merchant,who does hisbusiness on the Tianjin Ancient CultureStreet,returned the camera to the hotel according to the card within it.Techni
8、cal TrainingII.Writing Practice You are required to write a Lost and Found Announcement to state clearly according to the information given below:A wrist watch was found by you in the shopping mallIt was sent to the Lost and Found Office and you wish someone can take it away with the ID Card.Introdu
9、ction to HotelsBurj Al Arab Jumeirah Introduction to Hotels The Burj Al Arab Jumeirah resort in Dubai,it is acknowledged as the best hotel in the world.So how does a hotel earn such bragging rights?The stellar customer service starts the moment you land in Dubai,with a chauffeur picking you up in th
10、e Rolls Royce that will be yours for the duration of your stay.When you arrive at the breathtaking hotel which stands 321 meters tall in the shape of a sail,you are taken directly to one of the 202 suites where you are checked in,a service that guarantees your privacy.Each sprawling suite is two lev
11、els,and has floor to ceiling windows providing breathtaking views of the Arabian Gulf.Introduction to Hotels Some of the listed in room features are,a private elevator,private cinema,a rotating four-post canopy bed,a separate butler entrance and a study area with a library.Should you venture out of
12、your palace,activities made available to guests include hot air ballooning,horse back riding,golf at the world class,Montgomery Golf Course,desert safari day trips,chartered yacht trips and helicopter tours.After working up and appetite you are invited to dine at one of the hotels award winning rest
13、aurants.The signature restaurant,Al Sahara is frequently listed as one of the top ten restaurants in the world and offers the finest seafood and Mediterranean cuisine in an underwater setting,complete with a mock submarine ride.Introduction to Hotels Tantalize your palate with the freshest,most deli
14、cious ingredients prepared by the world-class chefs at this award-winning seafood restaurant that is above anyones standard.Unparalleled luxury,set in paradise.truly a once in a lifetime experience,especially when you consider the prices.An evening at the Burj Al Arab will cost you between$3,000 and
15、$5,000 per night!Tantalize your palate Suspended 200 meters above sea level,spectacular views are guaranteed.This stylish bar is located adjacent to the renowned Al Montana restaurant.This is a wonderful location for afternoon tea,and pre-and post-dinner drinks that are served within an ambience of luxury and comfort.Thank you!“工学结合新思维”高职高专财经类十二五规划系列教材
