酒店英語 課件 第五章禮賓服務(wù)

禮賓服務(wù)ChapterFive

ConciergeServices

禮賓服務(wù)Baseontheabovepassage,decidewhetherthefollowingstatementsaretrueorfalse.WriteTfortrueandFforfalse.

1.____________TheConciergeisoftenexpectedtomakeimpossible,dealingwithanyrequestmayhave.2.____________TheConciergestaffcanbedistinguishedbythegoldkeysontheirlapels.Theycanopenthedoorsforguestsusingthegoldkeysiftheylosetheroomcards.3.____________Whiletheguestischeckinginthehotel,theportershouldgettheluggagereadyonaluggagetrolley,andhaveitdeliveredtohisorherroom.4._____________Ifaguesthasamailoramessage,theConciergewillsendthemailorthemessagetohisorherroominpersonassoonaspossible.5.______________Nannyserviceofferstheguestthemostmemorableexperience,butitisonlyprovidedfortheVIPsinthehotel.Speakingskills:Saythefollowingsinamorecourteousway.1.Doyouwantmetocarryyourluggagehere,sir?2.I'mverybusynow.Youcantakeyoursuitcasestoyourroombyyourself.3.I'mnottoblameifIbreaksomethinginyourbag.4.Ourhotelcansendacartofetchthepassengers.5.Whenyoureturnyourroomkeyyouhavetotakecareofyourluggage.1.Doyouwantmetocarryyourluggagehere,sir?Wouldyouliketocheckyourluggagehere,sir?2.I'mverybusynow.Youcantakeyoursuitcasestoyourroombyyourself.leaveittome.Letmetakethesuitcasetoyourroom.3.I'mnottoblameifIbreaksomethinginyourbag.Iamafraidwecouldn’tberesponsibleforanydamage.4.Ourhotelcansendacartofetchthepassengers.Ourhotelprovidespick-upservicetothepassengers.5.Whenyoureturnyourroomkeyyouhavetotakecareofyourluggage.Whenyoucheckout.I’lltakecareofyourluggage.Warmup預(yù)熱練習(xí)

MatchthefollowingpictureswiththeirrelevantEnglishequivalent.

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）Referencewords:afteryou,trolley,touristsites,in-flightserviceCaseStudy案例分析

1)Whatsmalltalktopicscanyouthinkofwhenpickingupaguestatthefirsttime?你能想到什么你一次接機(jī)的時候的小對話的話題呢？2)Ifaguestgiveyoutipsasathank-yougift,howwouldyoureact?一個客人給你小費表示感謝，你將如何反應(yīng)？3)Trytogiveabriefintroductionofthecitytotheguest.請給客人簡要介紹酒店所在城市。Translation翻譯1)Theconciergeserviceisrelativelynewtomodernhotel-keepingthoughitisquiteoldinitsbasicconcept.2)Insomehotelstheconciergeistheheadoflobbyuniformedservices,inwhichcasethebelldesk,transport,doormenandvaletparkingattendantswouldreporttohim.3）汽車后座有3件小行李，后備箱有1件大行李，對嗎？4）您的行李里面有易碎或者特別貴重的東西嗎？UsefulWordsmaximizev.最大化Mormonn.魔門教statuen.雕像favoriteadj.喜歡的islandn.島vintagen.年份skyscrapern.摩天樓lobbyn.大廳loungen.休息室______1.ThehotelislocatedatTimesSquareNewYork.______2.SoniaisoneoftheconciergestaffatInterContinentalTimesSquare.______3.Guestswhostayedinthehotelaremainlyherejustforweekends.______4.ThehotelconciergecouldgetBroadwayshowsticketsatalowerprice.______5.TheconciergeorganizesadaytriptoStatueLiberty,theEmpireStateBuilding,TheBrooklynBridgeandCentralPark.______6.Grimaldi’sPizzeriaisrecommendedwhenyouwerevisitingBrooklynBridge.______7.ChinaTownandLittleItalyhavegreatdepartmentstorestoenjoyshopping.______8.Theconciergedeskcouldbookanymuseumticketforitsgue