学习情境一:前厅服务英语学习任务:介绍设施和服务•Name:Peter•Job:Concierge•Responsibility:Tounderstandguests’requestsandprovidehotelinformation.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Afterfinishingthistask,youshouldbeableto:☆Understandrequestsforinformationconcerninghotelservice☆ProvideinformationforguestsWorkingProcedures工作程序•Walkwiththeguests与宾客同行•Talktotheguests与宾客交谈•Listencarefully仔细聆听•Understandguests’requests了解宾客需要•Givearesponse作出回答•Recommendhotelfacilitiesandservices推荐酒店设施和服务•Explainhowtousetheamenities解释设施使用方法WorkingKnowledge工作知识(1)1.Afteraccompanyingtheguestintohisroom,youcanintroducehotelamenities,servicesandfacilitiestohimonyourowninitiative.Ifhewantstoknowhowtheyworks,yououghttoexplainclearlyorshowhimhowtousethem.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。WorkingKnowledge工作知识(2)2.SomeusefulexpressionsabouthotelfacilitiesForeignExchange外币兑换Cafe咖啡厅ShoppingCenter购物中心TravelCounter旅游代办处BeautyParlor美容室HairSalon美发厅Barber’sShop理发室Parking停车场Cloakroom寄存处HotelTask酒店任务•SupposeyouarePeter,nowyou’rereadytointroducethehotelfacilitiesandservices.Pleaseperformthetaskaccordingtothehintsbelowwithyourpartner.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游。Wordstoknow•conciergen.礼宾员equipvt.装备•arrangen.安排introducevt.介绍•internetn.互联网wonderfuladj.极好的,精彩的•brochuren.小册子oppositeprep.在......对面•accessvt./n.接近,进入locationn.位置•untilprep.直到......才from......to从......到•servicehour服务时间citytour城市旅游Usefulexpressions•1.Introducinghotelfacilities介绍酒店设施(1)Wehaveafullyequippedbusinesscenter,withinternetaccess.(2)Wehaveafullrangeofsecretarialservices.(3)There’safullyequippedfitnessclubwithanindoorswimmingpool.(4)There’sawonderfulsauna.Usefulexpressions•2.Introducinglocationoffacilities介绍设施的位置(1)It’sinthemainlobby,oppositethereception.(2)It’sinsidetherestaurantonthegroundfloor.(3)Asyoucomeoutofthelift,it’sonyourleft.(4)Outofthelift,turnright,andit’snexttotheconferencerooms.(5)It’sabouta10-minutewalkfromhere,sir.Usefulexpressions•3.Explainingservicehours解释服务时间(1)It’sopeneveryeveningfrom7toaround10o’clock.(2)Thefitnessandsaunaclosesat10pm...butitopensupagaintomorrowat7am.(3)Thepoolisonlyopeninsummer.(4)Roomserviceisavailableuntil10.30pm.Activity•1.Lookattheseservicesandlabelthepictures:•BarRestaurantFitnesscenterCarparkReceptionSwimmingpoolRoomserviceLaundryserviceActivity•2.Lookattheservicesinthehotelsbelow.Workinpairsandmakedialoguesabouttheopeningandclosingtimeoftheservices.ServiceOpeningandclosingtimesFitness&saunaOpeninsummerRestaurantAvailableuntil10:30pmRoomServiceOpeneverydayfrom7amto10pmSwimmingpoolOpeneveryeveninguntil10pmServiceOpeningandclosingtimesBarBy11amLaundry24hourvaletserviceCheck-inOpensat4pmParkingFrom2pmActivityGoldenKeyServiceBelief金钥匙服务理念PursueperfectlysatisfactoryWhatotherscan’tdo,wecandoit.追求极至,尽善尽美别人做不到,我们要做到LoyaltoourguestsThatotherscan’tdowell,wecandowell.忠诚于我们的顾客别人做不好的,我们要做好LoyaltoourhotelThatothersdowell,we’lldobetter.忠诚于我们的酒店别人做好的,我们要做得优秀HoteltipsThankyou!谢谢!