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:陪送客人陪送客人 Name:Jackson Job:Bellman Responsibility:To show guests to the room and introduce the facilities 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 学习目标学习目标After
2、finishing this task,you should be able to:Accompany guests to the room Introduce room facilitiesWorking 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 Show how to use the room key 示范如何使用客房钥匙 Enter the guestroom first 先进入客房 Turn on the lights 开灯 Hold the door open for the gue
3、sts to enter 开这门让宾客进入 Point out the room facilities 指明客房设施 Extend the wishes to the guests 向客人表达祝愿 Working Knowledge 工作知识工作知识(1)(1)1.When dealing with luggage service,you should remember the following tips Luggage will never be left unattended.（时刻照顾好客人的行李。）（时刻照顾好客人的行李。）All guests will be offered lug
4、gage assistance.（应为所有客人提供行李帮助。）（应为所有客人提供行李帮助。）Bags will be delivered to guest room within minutes of completion of check-in.（客人行李在入住后分钟内送达房间。）客人行李在入住后分钟内送达房间。）If guest does not want to lose sight of his luggage,Bellman will accompany the guest to his room.（尽量运送行李与客人一起进入房间。）（尽量运送行李与客人一起进入房间。）2.Here a
5、re the service guidances for rooming the guests Staff will knock/ring&announce presence when delivering luggage.（先敲门，报出部门。）（先敲门，报出部门。）Luggage will be placed on luggage rack.（行李应该放置在行李架上。）（行李应该放置在行李架上。）Garment bags will be placed on hook inside closet or on luggage rack.（手提西服包应挂在衣柜内。）（手提西服包应挂在衣柜内。）At
6、tendant will wish guest a pleasant stay.（离开房间前，祝客人入住愉快。）（离开房间前，祝客人入住愉快。）Working Knowledge 工作知识工作知识(2)(2)Hotel Task 酒店任务酒店任务 Suppose you are Jackson,now youre going to accompany the guest to his room.Please perform the task according to the hints below with your partner 角色A:你是Mr.Brown,你完成入住登记后,让行李生带你
7、到房间。角色B:你是行李生Jackson，你引领客人乘电梯，并向客人简单介绍酒店和房间内的设施。Words to know elevator/lift n.电梯 key card n.房卡 curtain n.窗帘 else adj.其他的 stay vi.停留 accompany vt.陪同 turn on 打开 after you 您先请Useful expressions 1.Accompanying the guest 陪同客人 (1)Let me show you to your room.Your room is on the 12th floor,No 1208,Mr.(2)Af
8、ter you,Mr.(3)This way,please,madam.The lift is just over there.(4)Here you are,madam,room 308.Useful expressions2.Introducing the room facilities 介绍房间内设施 (1)This is the in-room safe,and the mini-bar is over there.(2)You can switch on the television with the remote control.(3)The hotel directory is
9、in the drawer of the desk.Useful expressions 3.Extend the Wishes to the Guest 向客人表达祝愿 (1)Have a good stay with us!(2)Have a nice evening!(3)Hope you enjoy your stay here!(4)Have a good day!Activity 1.Use the directory below to help the bellman answer the following questions.用下面的酒店楼层分布指南帮助行李员回答下列问题。A
10、ccounting Dept.Guest Rooms 500-599Guest Rooms 400-499Conference Rooms A,B,C,DGeneral Managers OfficeGuest Rooms 300-399Fifth FloorThird FloorWhere is the general managers office?Its near Conference Room A on the _floor.Where is room 517?Its beyond accounting on the _ floor.Fourth FloorActivity 1.Use
11、 the directory below to help the bellman answer the following questions.用下面的酒店楼层分布指南帮助行李员回答下列问题。Fitness CenterPool,Spa,Whirlpool,SaunaConference Rooms E,F,G,HGuest Rooms 200-299Lobby and Lobby barFront DeskGarden Coffee ShopGuest Rooms 100-199Housekeeping Dept.Lost and FoundEngineering Dept.Guest Pa
12、rking LotSecond FloorGround FloorBasementWhere is the lost and found?Its next to the pool on the _floor.Where is the fitness center?Its opposite the Rose Room on the _ floor.Where is the Garden Coffee Shop?Its near the lobby bar on the _ floor.2.Circle the words that a worker uses to help a guest fi
13、nd a specific place.把员工使用的帮助客人找地方的词语圈出来。Pardon me.My pleasure.Let me show you the way.Come this way,please.Excuse me.Its at the end of the corridor.Its on the third floor.Its there.Do you see where Im pointing?Activity Guest Satisfaction让客人满意让客人满意If the guest feels taken care of,he is a happy guest如果客人如果客人感到被关注，他会是一个快乐的客人。感到被关注，他会是一个快乐的客人。He will be coming back.他会再回来光顾。他会再回来光顾。He will tell his friends.他会告诉他的朋友。他会告诉他的朋友。You can make the difference.你会使这一切变得不同。你会使这一切变得不同。Treat him,how you would like to be treated.招待他，就像招待他，就像你希望被招待得很好一样你希望被招待得很好一样 Hotel tips
