酒店英语学习情境一：前厅服务英语1-7AnsweringGuest’sInquiries.ppt

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1、学习情境一：前厅服务英语学习任务:回答宾客咨询Name:JudyJob:ConciergeResponsibility:Toanswerguests’inquiriesandsatisfyguests’needs.ContentsLearningObjectives学习目标1WorkingProcedures工作程序2WorkingKnowledge工作知识3HotelTask酒店任务45WordsandExpressions6ActivityLearningObjectives学习目标Afterfin

2、ishingthistask,youshouldbeableto:☆Offerinformationservice☆GivedirectionsWorkingProcedures工作程序Listencarefully仔细聆听Understandguests‘requests了解宾客需要Givearesponse作出回应Recommendhotelfacilities推荐酒店设施WorkingKnowledge工作知识(1)1.Themainqualitiesofaconcierge□Patient□So

3、ciable□Goodproblem-solvingskills□Goodcommunicationskills□KnowledgeableaboutsurroundingfacilitiesWorkingKnowledge工作知识(2)2.SomeusefulphrasesusedingivingdirectionsGoupstairsTaketheliftTurnleftGostraightTaketheescalatorTurnrightWorkingKnowledge工作知识(3)3.Somes

4、ervicesthataconciergeshoulddoareasfollowingsAirportpick-upservice机场接送服务Callingataxifortheguest为客人叫出租车Arrangingthetourofthecity安排城市观光Ticketbookingservice订票服务HotelTask酒店任务SupposeyouareJudy,nowyou’rereadytoanswertheguest’sinquiries.Pleaseperformthetaskaccor

5、dingtothehintsbelowwithyourpartner.角色A:你是Patrick先生，你来酒店参加会议，询问IBM公司会议在哪里举行。角色B:你是礼宾员Judy，你在为酒店宾客提供咨询服务。Wordstoknowrecommendvt.推荐upstairs楼上straight直的left左边downstairs楼下lobbyn.大堂right右边corridorn.走廊basementn.地下室hold举行conference会议nextto紧邻attheendof在…的尽头hall礼堂

6、,会堂;大厅multi-functional多功能的Guestinquiries宾客咨询Usefulexpressions1.Givingdirections指引方向(1)Thepublicphoneisbesidetheelevator.(2)Ifyoutakeataxi,itwilltakeyou15minutes.(3)Youmaygotherebytrain.Hereisthetimetable.(4)Walkdownthestreetandturnleftatthecorner.(5)Itis

7、inconferenceroom4onthethirdfloor.Usefulexpressions2.Offeringservices提供服务(1)Ourmeetingroomscanseatupto80people.(2)Wehaveallthelatestaudio-visualequipment.(3)Wehaveseveraldifferentarrangementswecanoffer.Activity1.Herearetwocardswithinformationabouthotelroo

8、msandfacilities.Workwithyourpartnerandpracticeaskingandansweringquestionsaccordingtothecards.下面是关于酒店房间和设施信息的两张小卡片。根据卡片的内容，与同伴操练问答练习。InformationCardPriceAvailableRoomsSingle$95.00604,605,708Double$125.00203,204,206Suite$150