1、学习情境一：前厅服务英语学习情境一：前厅服务英语学习任务学习任务:介绍设施和服务介绍设施和服务 Name:Peter Job:Concierge Responsibility:To understand guests requests and provide hotel information.ContentsLearning Objectives 学习目标1Working Procedures 工作程序2Working Knowledge 工作知识 3Hotel Task 酒店任务45Words and Expressions6ActivityLearning Objectives 学习目标
2、学习目标After finishing this task,you should be able to:Understand requests for information concerning hotel service Provide information for guestsWorking Procedures 工作程序工作程序 Walk with the guests 与宾客同行 Talk to the guests 与宾客交谈 Listen carefully 仔细聆听 Understand guests requests 了解宾客需要 Give a response 作出回答
3、Recommend hotel facilities and services 推荐酒店设施和服务 Explain how to use the amenities 解释设施使用方法 Working Knowledge 工作知识工作知识(1)(1)1.After accompanying the guest into his room,you can introduce hotel amenities,services and facilities to him on your own initiative.If he wants to know how they works,you ough
4、t to explain clearly or show him how to use them.当陪送客人进入房间之后，可以主动地介绍房间设施、酒店的服务和酒店的设备。如果客人问起如何使用，要跟客人解释清楚或教他怎样使用。Working Knowledge 工作知识工作知识(2)(2)2.Some useful expressions about hotel facilities Foreign Exchange外币兑换Cafe咖啡厅Shopping Center购物中心Travel Counter旅游代办处Beauty Parlor美容室Hair Salon美发厅Barbers Shop理
5、发室Parking停车场Cloakroom寄存处Hotel Task 酒店任务酒店任务 Suppose you are Peter,now youre ready to introduce the hotel facilities and services.Please perform the task according to the hints below with your partner.角色A:你是Jackson,你是1203房间的住客。你想了解酒店内的设施和服务，并想到广州附近景点观光旅游。角色B:你是礼宾员Peter，你向Jackson介绍酒店的设施和服务，并为客人安排广州观光旅
6、游。Words to knowconcierge n.礼宾员 equip vt.装备arrange n.安排 introduce vt.介绍internet n.互联网 wonderful adj.极好的，精彩的brochure n.小册子 opposite prep.在.对面access vt./n.接近，进入 location n.位置until prep.直到.才 from.to 从.到service hour 服务时间 city tour 城市旅游Useful expressions 1.Introducing hotel facilities 介绍酒店设施 (1)We have a
7、fully equipped business center,with internet access.(2)We have a full range of secretarial services.(3)Theres a fully equipped fitness club with an indoor swimming pool.(4)Theres a wonderful sauna.Useful expressions2.Introducing location of facilities 介绍设施的位置 (1)Its in the main lobby,opposite the re
8、ception.(2)Its inside the restaurant on the ground floor.(3)As you come out of the lift,its on your left.(4)Out of the lift,turn right,and its next to the conference rooms.(5)Its about a 10-minute walk from here,sir.Useful expressions 3.Explaining service hours 解释服务时间 (1)Its open every evening from
9、7 to around 10 oclock.(2)The fitness and sauna closes at 10 pm.but it opens up again tomorrow at 7 am.(3)The pool is only open in summer.(4)Room service is available until 10.30 pm.Activity 1.Look at these services and label the pictures:Bar Restaurant Fitness center Car park Reception Swimming pool
10、 Room service Laundry service Activity 2.Look at the services in the hotels below.Work in pairs and make dialogues about the opening and closing time of the services.Service Opening and closing timesFitness&sauna Open in summerRestaurant Available until 10:30 pm Room Service Open every day from 7 am
11、 to 10 pmSwimming pool Open every evening until 10 pmService Opening and closing timesBar By 11 amLaundry 24 hour valet service Check-in Opens at 4 pmParking From 2 pmActivityGolden Key Service Belief 金钥匙服务理念金钥匙服务理念 Pursue perfectly satisfactory What others cant do,we can do it.追求极至，尽善尽美 别人做不到，我们要做到 Loyal to our guests That others cant do well,we can do well.忠诚于我们的顾客 别人做不好的，我们要做好 Loyal to our hotel That others do well,well do better.忠诚于我们的酒店 别人做好的，我们要做得优秀Hotel tips
