客戶服務(wù)(介紹房間設(shè)施;指路)綜述.

1、Bell Service The bell service has the most frequent contact with the guests. The bellman greets the guests at the gate, deliver baggage and shows them to their rooms, introduces some hotel facilities and room facilities, and runs errands for the guests, such as calling taxis and mailing a letter tak

2、ing the baggage downMain ServicesvGreet the guest at the gatevEscort the guest to the roomvIntroduce the room facilitiesvHelp the guest with luggagevHelp the guest get around the hotelGreet the guest at the gatev問候vGood morning/afternoon/evening.vWelcome to Holiday Inn.v行李vMay I help you with your l

3、uggage?vLet me help you with your luggage.vAllow me, sir.vLeave it to me. Let me carry it for you.vHow many pieces of luggage do you have?vIs there everything, sir?vIll bring a luggage cart. But first Ill show you to the Front Desk. This way, please.帶客人到房間vCan I show you to your room? vYou have thre

4、e suitcases and one briefcase. Is that correct? v May I have your room number, please? vThe elevator is this way.vAfter you, sir. v(出電梯）vWatch your step, sir. And come this way, please.vHere we are. May I have your key card?v May I put your suitcases here?vAnything else I can do for you?vIf you need

5、 any help, please let us know.vEnjoy your stay with us.向客人介紹房間設(shè)施房間內(nèi)設(shè)施vblindsvmini-barvsuitcase standvsafevfridgevbed-head consolevTV controlvradio controlvlight controlvremote controlvbuttonvknobvtelephone/internet socketvdocumentation foldervroom service menuvhotel stationeryv“Whats on？”guidevsinkv

6、shaver pointvbottle opener 介詞vonvover/abovevIn front ofvat the end ofvbehindvbetweenvundervin/insidevin the middle ofvnext tovon the right ofvon the left ofvon the side ofvover here isvover there islisteningv請聽服務(wù)人員向客人介紹房間設(shè)備，寫出他所提到的房間的各個部分。Describing parts of the room 介紹房間內(nèi)的各項設(shè)備v1. Theres a documenta

7、tion folder on the table.v2. Theres some hotel stationery inside the folder and a “whats on ?” guide to Hongkong.v3. Over here is the bed-head console.v Over there is the remote control.Describing the function of a piece of equipmentv4. It has three buttons.vThe button on the left is to control the

8、TV.vThe one in the middle is for the radio.vThe one on the right is for the lights.vThe knob turns it on or off.vThe knob switches between TV and video.Describing parts of the room 介紹房間內(nèi)的各項設(shè)備v5. Theres a small fridge under the mini-barv6. In the bathroom over the sink theres a shaver point.v Theres

9、s shaver point in the bathroom.v7. on the side of the door theres a bottle opener.Help the guest get around the hotel向客人指明酒店設(shè)施的位置向客人指明酒店設(shè)施的位置說明設(shè)施的位置vOn the ground/first/second/third floorvOn your right/leftvAt the end of the corridor/ halfway along the corridorvOver there/herevOn the terrace為客人指路vGo

10、 straight across the lobbyvTake the lift to the third floor.vTurn left /right out of the lift.vGo straight ahead out of the lift.Listening 1: 為客人指路v(I: Information Clerk; G: Guest)vG: Excuse me, could you tell me where the _is, please?vI: Certainly, sir. _and the coffee shop is _. You cant miss it.v

11、G: Thank you. What about_? Wheres that?vI: The_, sir?vG: Yes.vI: Ah, _is on _ floor. _out of the lift and its_.vG: Thank you very much.vI: Youre welcome, sir.1vthe Coffee Shop vGo straight across the lobbyv next to the lift on the leftvthe restaurantvthe Skylight restaurantvthirdvat the end of the c

12、orridor.2vthe Health CentervTake the lift to the third floorvGo straight out of the liftvThe health Center is on your right.vBeauty Salonvon the second floorvTurn out of the lift and its at the end of the corridor.Listening 3為客人指路vG: Excuse me.vC: Yes, sir?_?vG: Yes, wheres_, please? I know its in t

13、he lobby somewhere, but I cant find it.vC:_, sir? Its just _, sir.vG: Ah, thank you. I didnt see it there.vC: Youre welcome, sir.keyvG: Excuse me.vC: Yes, sir? Can I help you?vG: Yes, wheres the Tour Desk, please? I know its in the lobby somewhere, but I cant find it.vC: The Tour Desk, sir? Its just

14、 over there next to the stairs, sir.vG: Ah, thank you. I didnt see it there.vC: Youre welcome, sir.Baggage DeliveryTelephone the Bell Captains Deskv 接電話vThis is the Bell Captains Desk. May I help you?v 客人要求行李搬運服務(wù)vIm going to check out soon, would you ask a bellman to pick my baggage, please?v詢問房號vCe

15、rtainly, Sir. May I have your room number please? v答應(yīng)派人上來vIll send a bellman immediately. Could you wait in your room, please?取行李v行李員向客人說明來意vIve come for your bags.v細(xì)節(jié)vIs there anything valuable or breakable in them? v交代vThis is your claim tag, Sir. Well keep your bags at the Bell Captains Desk. Could you pick them up there please?practicevGuest: Youre going to check out. You telephone the room service to send a bellman to pick up the baggage. Your room number is 1206